Products

Featured UI Builder 101

UI Builder 101 The following article accompanies the UI Builder 101 video by Chris Johnson. Below, you will find explanations for concepts and resources mentioned in the video. Please ask any questions in the comments below! Table of Co...

Article

Featured Now Available: Microsoft Defender Incident ingestion integration for Security Operations

We are excited to announce the general availability of the Microsoft Defender Incident ingestion integration with ServiceNow Security Incident Response (SIR). This integration brings unified, bi-directional alert and incident synchronization between ...

Article

Featured ServiceNow EmployeeWorks: Introducing Employee Slate

Employees don't need more answers. They need things to get done. Most employee experiences still get in the way: siloed tools that don't talk to each other, disjointed integrations that break workflows, and portals built for browsing instead of act...

blog

Featured New versions of ServiceNow-integrated third-party models available

What is this update? ServiceNow's third-party model provider integrations now support new model versions from Microsoft Azure OpenAI and Anthropic Claude via AWS, released May 5 2026. Customers are not automatically migrated — this article explai...

Article

Featured What's New in Enterprise Architecture: Australia and Q1 2026

The Australia release is a significant update for enterprise architects, moving the practice from documentation-heavy, reactive work toward AI-powered, self-service architecture intelligence. This release introduces five major features and six enhanc...

blog

IRE Resurrecting Retired CIs During Hardware Refreshes - Anyone Solved This Cleanly?

We've got an IRE behavior causing real data quality problems and I'm hoping someone's cracked this already.The scenario: Infrastructure teams refresh a device and keep the same hostname, though it is new hardware. They retire the old CI, we run Disco...

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Data Health Tools

Fetch the parent catalog item variable

create report where it has the data in sc_req_item table i need to create report on child RITM and fetch the variables from parent RITM how i can achieve it (parent is reference to child item)

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Why Data Normalization Matters for SAM and Enterprise Architecture in ServiceNow

If you’ve ever tried to build out a Technology Reference Model (TRM) in ServiceNow and something just didn’t seem right in the data, chances are the root cause was a lack of normalization.In Software Asset Management (SAM) Professional, normalization...

blog

Created By value in Assignment Groups created via RITM

I have a requirement where I need to set the 'created by' field in sys_user_group table to the requestor of the group or the manager of the groupCurrent Scenario : When the assignment group is created via AGCM catalog item, new record gets created in...

Question

Guidance Required on Exporting ServiceNow Data with Attachments While Preserving Record Relationship

Hello Team,I have a requirement to temporarily export all data from ServiceNow (for example, Incident and related tables) along with their associated attachments, store it externally, and then re-import it when needed.Could you please advise on the r...

Question

Workspace - How to modify the Export modal popup on List

In Service Operations Workspace, under the List Context Menu, we have an Export button which opens a modal. Requirement is to modify some code in this popup to do some validations. How do we find this modal popup page? This isn't available in the UI...

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User Experience and Design

Cannot find the macro XML file of Schedule Span User formatter. Expected OOTB behavior?

Hello everyone,Inside my PDI, I notice a UI Formatter of "Schedule Span User" which uses the formatter "schedule_span_user.xml". However, I cannot seem to find the "schedule_span_user.xml" field within the Macros.Based on the Servicenow documents, I ...

Question

How to fetch list of users where email before @ is not same as UPN (User Principal Name) before @

How to fetch list of users where email before @ is not same as UPN (User Principal Name) before @ I want to fetch list of users where email before @ is not same as UPN before @ on user table but I am not able to achieve it by background script, it's ...

Question

Planned and Actual effort is setup with a 24 hour workday, not 8 hour

Hello! In our firm we use the PPM module for our Projects. In the projects we use the Planned vs Actual effort to keep up on the hours spent in the projects. The problem is the days is setup as a 24 day, not 8 hour workday as it should be in our ca...

Question

How the de-duplication works in vulnerability response?

Hi Everyone, We have five vulnerability scanners integrated with our instance, and we are seeing duplicate detections coming in from multiple sources. Also, for some I could see there is few similar vulnerable item created for same issues.Does Servic...

Question

Record Producer with MRVS not inserting rows into time_card table on submit

Hey ServiceNow Community! I'm a ServiceNow intern and I'm working on a Timesheet Entry Record Producer in the Service Portaland I'm stuck on getting MRVS data to save into the time_card table.Would really appreciate some help! My Setup:- Record Pro...

Question

ReleaseOps Pipeline Workaround: Fixing Failure When the Update Set Already Exists in Test

IntroductionI recently ran into an issue while using the ReleaseOps pipeline for update set promotion, and I wanted to share the workaround in case others hit the same blocker.The problem happens when an update set has already been moved to the Test ...

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ReleaseOps

What is the best method to configure transferring an HR Case to an Incident

I have a requirement to create a method to transfer an HR Case to an Incident. Is the best method to use a UI Policy from the HR Case Form?

Question

Now Assist Skill kit throwing error

Hi Everyone, I'm trying to customize Incident summarization but the issue is even without making any changes once I cloned the skill, when I tried to test it its responding with errorAlso the issue happens only in Sandbox instance, its working fine i...

Question

Service Operations Workspace- Incident Record Displays Recommendations Instead of Record Information

Hi ,We are currently investigating a behaviour within Service Operations Workspace (SOW) and would appreciate your guidance on whether this is expected product behaviour, a known issue, or related to recent Zurich patch enhancements.Issue SummaryWith...

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