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Featured Make AI work for you, one skill at a time.

Make AI work for you, one skill at a time. Discover how AI skills can streamline Incident Management tasks and create a foundation for more advanced capabilities. When you're responsible for keeping work moving across teams and systems, finding w...

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Featured Introducing EmployeeWorks Web App

Employees don't need more answers. They need things to get done. ServiceNow EmployeeWorks is one super app to ask, act, and accomplish work across any business system, agent, or content. The EmployeeWorks Web App brings that to the web as a consume...

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Featured AI Control Tower Observability & Monitoring FAQ

AI Control Tower Observability & Monitoring Frequently Asked Questions Quick Navigation Overview — What is AICT Observability?Getting Started — Prerequisites & setup stepsEvaluations — Metrics & evaluation frameworkTraces — Sessions, traces, s...

Article

Featured ServiceNow Arc Hub

ServiceNow Community Article Hub ServiceNow Arc Your personal AI assistant, governed for the enterprise. Start with these community articles to learn what Arc does, how to get value from it on day one, and how it is governed. Release Information...

Article

Featured What's new in AI Control Tower for August & September 2026

What's New in AI Control Tower August & September 2026 What is AI Control Tower? AI Control Tower is the ServiceNow control plane for discovering, governing, securing, observing, and measuring AI across the enterprise. It gives AI Stewards, risk...

Article

Visitor Management Redefined: A Deep Dive into the Latest Enhancements in Workplace Service Delivery

This blog is a deep dive into the Visitor Management enhancements introduced in the April 2026 Workplace Service Delivery (WSD) Store Apps release. Please note that this is a summary of the most notable items, not an exhaustive list. For full detai...

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Virtual Agent - Possible to customize the display card shown in record producer fallback?

Hello all,We are using Enhanced Chat & Now Assist and are in the process of using a record producer as one of our fallback options in VA: When we use a record producer on the incident table, we see that after submitting an incident, you get a displa...

Question

Fetch report on awa_interaction_work_item table of those records created during business hours

Fetch report on awa_interaction_work_item table of those records created during business hours.% of Live Agent chats with First Response <= 30 sec, counted only when open during business hours only.

Question

How are you managing ServiceNow Store application and plugin updates?

We are working to formalize a KTLO process for keeping our ServiceNow Store applications and plugins current, and I would like to understand how other organizations are managing this.One challenge we have found is that the products available for subs...

Question

Best practice to merge two ServiceNow Virtual Agent bots into one Teams bot

Hi Community,We currently have two separate ServiceNow Virtual Agent chatbot experiences integrated with Microsoft Teams, one for IT and another for HR.The requirement is to provide users with one unified bot in Microsoft Teams that can handle both I...

Question

catalog item automation

How to achive these 2 requirments Order GuideIf a order guide is selected to be retired we would need to first check to see if there are still any active catalog items associated to the order guide. we can check that in table sc_cat_item_guide_itemsI...

Question

Location-Based Alert Correlation Rule Not Working as Expected

We are attempting to correlate alerts generated from the same location based on the Configuration Item (CI) within a 15-minutes timeframe. We have implemented the approach below, but it is not working as expected.• We created an Alert Correlation Rul...

Question

Can we delete vulnerable item detection records that were not updated for more than an year

Hi, We have more than 2.8 million records in vulnerable item detections and more than 1.6 million records were in closed state for more than an year. We are considering to implement auto delete rule on vulnerable item detections (sn_vul_detection) th...

Question

Column labels not bolded after upgrade to Brazil

Hello, is this change related to an upgrade to Brazil (from Australia)? Both the upgraded and non-upgraded instance appear to be using Polaris theme (RESOURCE: styles/polarisberg/lato.css). If it is coming from the upgrade, is this expected behavior?...

Question

How to setup a filter in Servicenow Workspace to show TKT getting uptaded to an existing ticket

I'm trying to create a filter where I can see e.g. 100 TKT actioned by me from a given month.Of which 20 were "Task type": Incident (and opened an Incident from the TKT)30 were "Task Type" Request (and opened a REQ which opened a RITM)50 were "Task T...

Question
Service Catalog
Service Desk

Resolved! Software installed table cmdb

Hi community I dont have SAM module but i want to track what software versions are installed on ci servers. I was planning on using software instance table and the installed on field on cis. I will also use the software package table and relate it to...

Question

Resolved! Known Error for Problem Managment

I was asked to look into Known error for problem management. I found the following plugin. Problem Management Best Practice - Madrid - Knowledge Integration I installed it in dev and noticed that it forced the user of Knowledge management advanced. S...

Question

Undeliverable emails in sys_email in UAT instance

configured the notifications with who to send list configured. we are receiving the notifications hwne the record is inserted or triggered to who to send receipient list after that we are getting same emails generated with random UAT mail address as ...

Question

Not able to call the script include in the arguments from "All" module in incident

Hi Everyone, I have created a Script Include, and with this Script Include I want to retrieve incidents that meet the following conditions:Incidents opened by meIncidents where the caller_id is meIncidents where I am part of the assignment groupI do ...

Question

Cancelling Demand Record Best Practice

Hi folks, I'd like to know the best practice for dealing with a demand record that we essentially want to cancel. To us, neither defer nor reject is an appropriate synonym for cancel and have their own uses. I realize we can add an additional state o...

Question
Demand Management