Resolved! Post zurich upgrade incident is not loading in the Agent Workspace
Hi Experts, Recently we upgraded to zurich and we noticed that incident record is not loading in the Agent Workspace - Could you please suggest on the same ?
Forum Posts
Multiple Exchange Online mailboxes as inbound channels with assignment-group-based outbound "From" a
Hi all,We are planning to implement ServiceNow as our ticketing platform, and I would like to confirm whether the following email setup is achievable and what the recommended architecture would be.What we want to achieve in ServiceNow:Connect multipl...
How to re-upload fresh data in an existing KB?
How to re-upload fresh data in an existing KB? How do I update the data in the existing KB, if I don't wanna retire it.
Emailing List of Previous Weeks Tickets with AI Product Crunch
Currently we are sending weekly lists of issues raised across different areas on a weekly basis in either pdf or excel format. We are looking to build on that and send out an AI generated Product Crunch breakdown of the keys themes from that weeks is...
Resolved! Clarification on Sentiment Analysis availability in ITSM (Now Assist / AI capabilities)
Hi Team,We would like to confirm whether Sentiment Analysis capability is available and supported within our ITSM scope in ServiceNow, or whether it is restricted to CSM / Now Assist licensing.Specifically, we need clarification on:Whether sentiment ...
List Applicability
I am trying to add a module in incident 'Assigned to your group', it is added and visible to Admin but when I impersonate ITIL user, it is not visible to the ITIL user, please give the solution
Resolved! requirement to add variables of record producer on the incident form like we have for RITM
there is a requirement to add variables of record producer on the incident form like we have for RITM Is this is possible
Seeking advice, on configuration
I already have a service called General Printing, and have various categories as to what "user" issues will be reported for users printing. One such "thing" with be our new printing application, what I am seeking to achieve is to determine when users...
Resolved! UI Action
Why is the first parameter always null in gsftSubmit(null, g_form.getFormElement(), 'server_side_script_name')? I have read some documentation, but I am not able to understand the actual logic behind this.
Resolved! Incident Template Owner change
Hi, We have some templates that has beem made by one agent/owner, this owner is not available anymore, and now we need to move/change owner of those to someone else.What is the easiest way to do it, do we really need to make everything again, can som...
exporting logs to microsoft sentinel
Hi all, I am looking to export logs to MS sentinel. does anyone ahve a working walkthrough on this? I was surprised there wasnt a out of box solution to export logs to sentinel that i could find that was just connecting to use SIR. Any help on this ...
Attach article feature in Agent Assist needs to allow agents to select field for posting article
In Service Operations Workspace, when the Agent Assist knowledge search results are displayed, the agent has an option to attach the article which goes to "Comments" field by default. This can be changed to go to work_notes. However, we want to have ...
Details of Users using Guided Tours
We have implemented the guided tour for Incident management.Is there any way to get the list of users which used Guided tour and also when the guided tour was being used by users so as to generate the report for the same.
resolving duplicate user account because of domain change and SSO login
I have a user that was missing some of their incidents on their account that seems to have been related to a change we made in our domain. We changed the users email address in our AD domain from domain1 to domain2 to match the new name of the divis...