knowledge bases
Which role can manage multiple knowledge bases?A. knowledge_base_adminB. kb_adminC. sn_kb_adminD. knowledge_admin
Forum Posts
ATF test to validate the values of a drop-down field
Hello all,I am trying to write ATF test steps and I have a requirement to test the values of a field on a Form. This field is a drop-down list.What I would like to do is validate which options are available in this drop-down (check what the list cont...
Allowing non-ITIL users to access incident tickets
I want to allow non-ITIL users to view incident tickets created by ITIL within the Employee Center.To achieve this, I want to customize the ticket tab to display the details of the incident. What methods are available for this?
Email Notification Dashboard
Hello ,In email Notification Dashboard 2 widgets not rendering data as expected: Most opted-out notificationTop 10 users receiving notifications Does anyone has any idea how to check these widgets from backend or how to configure this?
Automatic problem creation in Incident
Hi, I am facing an issue with automatic problem record creation from incident after the incident is resolved.Based on the OOTB behaviour, a problem record should be automatically created only for P2 and P1 priority incidents when they are resolved....
Resolved! Advanced Work Assignment - Multiple queues for each support group?
Hi All, We have a requirement where INCs to be auto assigned to agent based on support group populated on incident form.Since we have several support groups, so do we need to create separate queues for each group?If we are configuring a common queue ...
Resolved! Attachment should be visible in incident form under manage attachment
Hi, There is a record producer which have attachment as a variable when user submits the request the attachment is not showing at the top of the ticket instead it is showing only on variable tab.Our requirement is the attachment should be visible on ...
Resolved! Need help with integration hub
I want to do a ebonding between two ServiceNow instances.What i want to achieve is below.I want to do it through token based when an incident gets created/updated it should also update in the 2nd instance.Also for this i want to use auth-token instea...
How to Hide Insert and Insert and Stay in the Incident form
Basically I want to hide these two UI actions from Incident module, but as we know these UI actions are Global one.So I found two options,1) exclude the table from the Global UI action, which is working.2) When I created a copy this and updated the t...
Resolved! Incident Preview – Field visibility based on State
Hi, I am working on Incident Preview view. I need to show On Hold Reason field only when State is On Hold. UI Policy is not working in Preview. I tried Display Business Rule and Client Script but it is not working. How to control field visibility in ...
Resolved! UI Action not triggering AI Agentic Workflow (Select Channels & Status) on Incident table
Hi Community,I’m working on an existing AI Agentic Workflow that successfully generates a resolution plan when triggered through its configured channels. In the workflow, under Select Channels & Status, I have added a UI Action as one of the channels...
Resolved! Is it possible to add fields from ID to the list layout of metric_instance table
Hi there, I wanted to modify list layout of metric_instance table and add fields from reference field "id" for eg. incident's short description, state etc . Unfortunately there is no option available to dot walk into ID field although its a reference...
How to Hide “Notifications” Section in User Preferences
Requirement:When users navigate to Profile → Preferences, the Notifications section should be hidden.Users should not be able to view or modify email notification settings.How to hide this notification option in the preference pop up. FYI attache...
Resolved! Only new state visible when creating new incidents
What is the best approach to limit all users other than admins to only be able to save/submit new incidents in a new state? The options to change the state to in progress, on hold, resolved or cancelled should not be visible until after the creation...
Making a ServiceNow Page Public (No Login Required)
Recently, we built a Job Portal page where external users can visit and submit their details. Earlier, users needed to log in to ServiceNow, but now we can allow access to specific pages without requiring login.This makes it easier for external users...
