Comment
s2mill
Tera Contributor
‎08-19-2026 06:44 AM
‎08-19-2026 06:44 AM
Great article. I'm curious how you see this aligning with the official

Configuration, customization, and custom development guidelines for ServiceNow - Support and Trouble... knowledge article, especially in light of the following points.

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Facts

What if you customize code that is part of a base system installation?

If you customize base system code, the following applies:

  • You must maintain that code going forward.
  • You are responsible for verifying that the functionality still works after an upgrade.

 

Can you still receive support on a customization?

Yes. However, if the support team determines that the customization is the cause of the issue, they advise you to revert to the base system code before they can assist further.

 

What are the ramifications of customizing the platform?

The ServiceNow platform is flexible and can fulfill a wide range of requirements. However, the platform uses a framework that supports how applications process tasks, how forms render in multiple browsers, and the overall user experience.

ServiceNow relies on the framework's integrity to develop and provide support in a consistent manner. If you have requirements or ideas for enhancements, you can submit an Enhancement Request to the ServiceNow development team. Each request is evaluated and, if approved, is incorporated into a future release.

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