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SLAs: how to ensure that the elapsed time is up to date?

We are attempting to test the SLA functions here in one of our sandbox environments and we have noticed an issue. We have noticed that unless the parent record is touched, the SLA record stays stuck without any change in elapsed business time. This ...

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More Calls. More Builds. The #BuildMoreWithBuildAgent Challenge is here!

More Calls. More Builds. The #BuildMoreWithBuildAgent Challenge is here! Last year, you showed us what was possible with the power of Build Agent. The apps you created, the prompts you shared, and the ideas you brought to life using Build Agent insp...

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Resolved! Predictive intelligence question - just starting out

Hi, This might be a basic question since I'm still learning Predictive Intelligence solution. I have created a classification definition on a case based on short description and description. Ran the training. It came up with results which I tested an...

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Resolved! Can "Define a New Class" Script Include be called from the client side?

Hi all,I was reading the ServiceNow on-demand course material for Module 7 (Script Includes), and it says that both "Define a New Class" and "Extend an Existing Class" can be called from both server-side and client-side scripts.But every article, com...

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Resolved! What happens to SLA when an incident is reopened after being resolved in ServiceNow?

Hi everyone,I have a question regarding SLA behavior in ServiceNow when an incident is resolved and then reopened.Let’s consider a scenario:An incident is created, and an SLA (for example, 1 hour) is applied. The issue gets resolved within that time,...

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Quantum Code Search

After using the OOTB code search tool for years I decided it was time for an upgrade. Quantum Code Search is my take on a replacement; it wraps the out-of-the-box sn_codesearch API in a modern, feature-rich interface and works across both UI16 and Po...

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CSM Workspace - Reports Configuration

On CSM Configurable Workspace we can see Dashboard of reports on the homepage. Where are these reports configured? How we can update the filter conditions on existing reports or add new. What is the backend table name or how I can navigate to these r...

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CSM Workspace Dashboard Menu Not Visible for Non‑Admin Users

Hi Community, I’m working in the CSM/FSM Configurable Workspace and have configured a Dashboard menu with three sub‑menus under it.When I log in as an admin user, the Dashboard menu is visible and works as expected. However, when I log in as a non‑ad...

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How to stop the current execution and restart the flow again if the state is reverted back?

Hi Community, For the enhancement record, the issue is that when the revert to draft process is triggered even though the approvals are marked as no longer required the previous approval flow context does not end when the demand is set to draft again...

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Resolved! Logged out after logging in with SSO.

Hi, allI am configuring SSO.I have configured the ID provider, performed a test connection, and activated it.After that, when I tried to log in to ServiceNow with SSO, I encountered the situation shown in the attached image.I am using Auth0, and whe...

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CSM Configurable Workspace: Pop Up alert Display

on CSM/FSM Configurable Workspace, when any alerts pops up it is collapsed by default like thisIs there a way we can expand them by default when they appear? Like Below:

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Custom Greeting affecting another portal

HiI have a custom greeting - Hi this is your abc how may I help you which I have implemented in my company's shared instance for my abc project . Its for Now Mobile chat to show.A issue was raised that in sd portal virtual agent too that greeting sho...

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Creating multiple SC Tasks (one per Excel file row) under a single RITM

Hi everyone,We currently have a catalog item that raises a request and creates a single SC Task for one user. We’re looking to enhance this same catalog item by adding an option that allows the creation of multiple SC Tasks under a single RITM.The i...

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Set Auto-assignment criteria to false on a HR Task created via scripting

Hi there,Through a script include, we are creating a HR Case and depending on a specific option, we are also creating an HR Task under that HR Case and assigning it to a HR group. When submitting the Record Producer, the HR Case get's created with it...

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Closed [closed_at] field not populated in ritms in requested item [sc_item] table

Hi,In the RITM (sc_req_item) table, some RITM records have the closed_at field populated with the date and time when the record was closed (Complete, Incomplete, or Skipped), while other records have this field as NULL. Why is this inconsistency ? No...

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