Hello SNUG Members!   I hope to see you at Knowledge 2025- our largest event of the year!   Join us May 6-8 at The Venetian Las Vegas for three days of unforgettable insights, training, and networking! There will be over 800 content-packed breakouts and sessions, pre-conference technical training (Now Learning), CreatorCon, and more.   Check out Event Highlights, Agenda-at-a-glance, and Agenda Builder to learn more. The closing party will be at the SPHERE and feature Gwen Stefani and Leon Bridges!   It’s not too late to register to attend.   We look forward to welcoming the SNUG community in the community area on the Expo floor! Grab your SNUG ribbon! Take part in CreatorCon Learn about ways to engage with the SNUGs! Looking to find the most coveted giveaways at Knowledge 2025? If you want one, you will have to hunt for one! For the FOURTH year, we have the SNUG glass “orb” treasure hunt!   Read about  The Treasure Hunters of Block Island in The New York Times article or see the video on CBS News! The owner of the Glass Station Studio and Gallery in Rhode Island started the “Glass Float Project” collection craze by creating and hiding glass “orbs” throughout Block Island for people to find and collect. Join us at Knowledge again this year to participate in the Treasure Hunt! We will be hiding 3 ServiceNow green orbs each day and the special multi-colored orb on the last day of the conference.   Please visit me in the community area of the Expo if you attend! I enjoy meeting SNUG members to get your first-hand feedback and ideas. We will be scanning participants who are interested in participating at SNUG events (hosting, presenting, participating as a Leader) and will follow-up with everyone who is interested following the conference.   Have questions? You can find help at the Events Help Center.   I hope to see you there!   Tracy O’Brien ServiceNow ... View more

We are slowly converting all our old workflows to flow designs, and up until we moved up to Xanadu, we had no problems.   However, we have been noticing quite a few have been returning errors but there is no consistency to these at all.   We can have 5 requests from the same catalog item created on the same day, and 4 of the 5 work just fine.  However, 1 will fail.   It will fail at the "Update Record" action with an error message of Glide Record Invalid   We have tried changing the Advanced Options to System User - still getting random errors   The only ones that seem to be working are the few we added as the first action in the Flow to wait for a duration of time (like 5 - 10 seconds) but to go back now and add that to over 50 flow designs will be time consuming.   If it happenned on every execution of the flow, that would be something we could troubleshoot on this side. Below is an example of 1 catalog item that created 5 requests - 1 failed:     But it happens randomly and we could go days before one fails.     We have a very hands on Service Desk Manager that is blaming this on either Service Now app or us, as sys admins, for the issue and he wants it fixed now!   Just wondering if anyone else was having or had this happen to them and, if so, did they find a resolution?   Thank you     ... View more

Hi all, I am based out of Orlando however Tamps or Jacksonville are not too far either. Are we planning any event (in-person or virtual) at any of these cities anytime soon? I will be keen to attend the event if it will be open to folks from outside of Service Now too. ... View more

Any incident or problem practice owners out there want to share their best practices, form designs, roadblocks, and solutions?      For example, i use a 3 tier incident resolution structure and a 4 tier root cause categorization that i encountered in a previous role.    How do you balance RCA owner day-to-day workload with that of actually investigating root cause.  ... View more