Before Business rule is not updating the SLA's to flip back from Paused to in-progress

Hi All,I have been using before update business rule with the below code:Condition code:: (current.caller_id.user_name == current.sys_updated_by || current.opened_by.user_name == current.sys_updated_by) && current.assigned_to.user_name != current.sys...

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How to add Playbook Tab to the Default Record page in CSM / FSM Configurable Workspace

Hey I created a Demo Playbook in the Playbook Designer and set the table to my custom table and the trigger as the Record is created. I also edited the UX Menu Config for the CSM / FSM workspace to add the Content tree items and linked them to the Se...

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GlideAjax returning null from Script Include

I'm trying to convert List Collector sys_ids to user names using GlideAjax. The List Collector returns comma-separated sys_ids, which I pass to a client-callable Script Include. However, the GlideAjax response is always null. Script include var getwa...

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Why does gs.hasRole() return different results in Background Script and ACL?

Hello everyone,I am trying to understand the behavior of gs.hasRole() in different execution contexts.I am using the Australia release and have created a custom role with:Display Name: Intake AgentInternal Name: intake_agentThis role is assigned to t...

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how to get user sub region if no variable name 'subregion ' available in given record producer

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assignment group is taking from assignment eligibilty

In a virtual agent after creation of interaction once agent is accepted the interaction, assignment group is setting from assignment eligibility, which functionality is causing this

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Why does gs.hasRole() behave differently in Background Script vs Scripted REST ACL?

Hello ServiceNow Community ,I've come across an interesting platform behavior while securing a Scripted REST API, and I'm curious to know whether this is expected by design or if there's something I'm overlooking.I've spent some time debugging this a...

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how to restrict incident creation from calendar invites for DL

As of now we are creating an Incidents via Inbound action , but when there is a calendar invite , still it is creating Incident , How to restrict that ? I am not able to restrict subject , as it can be any   

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I'm baffled by something in Workflow Academy Shorts #07 - an unexplained Activity appears

The video Embedding Playbooks in Service Portal - Workflow Academy Shorts #07 shows the Incident Response Demo having an Identification stage with three Activities: Confirm contact detailsGather more informationReview existing incidents for caller Th...

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PDI Doesn't wakeup

Hello Team,My PDI doesn't wake up from hibernation since last 2-3 hours. Really appreciate any help for the resolution. Thank you very much in advance. Rajan

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Slack Spoke - Modal Interactions

I have been able to get a modal to populate upon the use of a Slash command following the instructions provided on ServiceNow's Slack Spoke documentation here. The issue I am running into is getting a response back. Here are the steps that seem to be...

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Retrieve files from SharePoint to ServiceNow

I have a requirement to retrieve a zip file from Microsoft SharePoint to ServiceNow and to unzip this to get a particular file for later use. What is the best way to achieve this and please help with the process?Additionally, I could see 'Microsoft S...

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Big News: CIS – Data Foundations Exam Is Now Free – Here’s Everything You Need to Know

From December 15, 2025, to June 30, 2026, the CIS – Data Foundations exam will be offered free of cost for the first attempt.This removes the biggest concern many professionals had — the cost. If you already purchased the exam earlier, you can: Rais...

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