Developer

Beginner with 2 months of ServiceNow experience — How should I start learning Integration?

Hi everyone,I’m a fresher and I’ve been learning ServiceNow development for about 2 months now. So far, I’ve covered the basics like Client Scripts, UI Policies, Data Policies, Business Rules, GlideRecord, and some server-side scripting.I’m now plann...

Question

Virtual Agent routing to different live agent queues based on portal

I have virtual agent enabled for SP & ESC. My requirement is that when an end user requests to connect to a live agent: Users coming from Service Portal should be routed to Queue AUsers coming from Employee Service Center should be routed to Queue...

Question

Enhancing the ServiceNow My Approvals Widget -Implementation & Code

Hi Community, In one of my recent ServiceNow implementations, I worked on enhancing the My Approvals experience in Service Portal. This time, I wanted to take it a step further and share the implementation behind the widget, including the code and th...

blog

Convert an RITM to an Incident

***** Article Updated to work with latest versions of ServiceNow ***** So you've got a nice shiny new portal and customers are loving the new Service Catalog. Then the inevitable happens, requests start coming in for issues that need to be treated as...

Article
Multiple Versions
Scripting and Coding

How to set Dynamic Default Value for Month Interactive Filter in ServiceNow Dashboard

I have a ServiceNow dashboard with two interactive filters: Month and Year. The Month filter is a choice list, as shown in the attached screenshot. Currently, the Month filter has a static default value, for example January. My requirement is to make...

Question

How to Create Customer Contact Record with SCIM

Hi Community. My application would like to create customer_contact record instead of sys_user record with SCIM. I customize the SCIM User ETL Definition without success. I am thinking of deleting the existing RTE mapping between scim_user and user ...

Question

Log a Service Request via Virtual Agent with guided questions

The objective is to enhance the Virtual Agent so it can log Incidents and Service Requests on behalf of users through a guided conversation. Instead of asking users to navigate the service catalog, the Virtual Agent should ask a series of relevant qu...

Question

Built the same ServiceNow agent three ways, native, external MCP, interactive. Here's what changed.

I wanted to know how much of an agent survives when you change where it runs, so I built the same one three times against the same platform. External over MCP, a Python orchestrator calling Claude through the Anthropic API and reaching ServiceNow thr...

Question

Guided Tours on WSD Reservations

I'm attempting to build a guided tour for our Room & Desk booking system using WSD. It works fine on wsd_search but after selecting a space to reserve and navigating to wsd_reservation, I get the tour abandoned message. I assume this is something to...

Question

Unable to set collaborators in Demand from a business rule

I'm am trying to populate the Collaborators field in a Demand using a script include and business rule, but it doesn't get populated and I don't know why. For those who may not use Demands, the Collaborators field is a list of users who are collabora...

Question

GRC/IRM plugins not appearing in Application Manager on Zurich PDI

Hello everyone, I'm working through a training course that requires activating the GRC applications on a freshly provisioned Personal Developer Instance (Zurich release). It's been over 24 hours since provisioning, and I'm not able to locate any GRC ...

Question

Understanding Scheduled Sentiment Analysis Frequency and Multiple Executions in CSM

Hi everyone,We are investigating the behavior of Sentiment Analysis for CSM Cases and would appreciate clarification on the expected scheduling and execution behavior.Our current configuration is:Table: CSM CaseEligible assignment groups: Groups star...

Question

Is Prototype.js still needed with ES2021 or can I simply define a class?

Hey community! I was wondering if I still need to use the old Script Include pattern for class creation. This is currently inserted by the ServiceNow instance when I create a new Script Include:var MyScriptInclude = Class.create();MyScriptInclude.pro...

Question

ServiceNow PDI Reclamation Rules: Avoid Losing Access

Your ServiceNow Personal Developer Instance can be reclaimed if it is old enough and you have not logged in directly within the required time. Since July 11, 2026, ServiceNow has begun applying its updated PDI reclamation policy to inactive instances...

Article

Deep Dive Into Normalization Data Services - Company Normalization

Hello,While exploring about Company Normalization capabilities, found there are hidden secrets with not all details documented within ServiceNow docs on how the design for Normalization data services work. What are Normalization Data Services? Norma...

blog
Best Practices
Instance Configuration