While the industry was abuzz in 2024 with the term 'Generative AI', 2025 will be the year for AI Agents. AI Agents represent a transformative leap beyond traditional ML, Virtual Agents & GenAI. Here's why this is such a important step forward: ...
What is the purpose of the SOW in ITSM? The Service Operations Workspace (SOW) presents a modern, intelligent interface designed to enhance the agent experience. Being customized for distinct user personas, it ensures that individuals can access th...
The other day, I was helping someone who needed to attach a .har file to an incident in ServiceNow. Simple enough, right? Just drag and drop the file. But nope — ServiceNow wasn’t having it. The upload was blocked, and the user was stuck. At first, I...
This document provides a comprehensive guide on how to create a scheduled report in ServiceNow. Scheduled reports are useful for automatically generating and distributing reports at specified intervals, but we should aim to create dashboards with rep...
Do you want your agents to receive a push notification with different ringtone when a VIP caller raise an incident OR a different ringtone for some combination of category/subcategory? If yes, follow the article 1. Open the Push Message Content rel...
ServiceNow allows you to track Service Level Agreements (SLAs) for incident tasks (iTasks) by leveraging the fact that SLAs can be applied to any record in the Task table or tables that inherit from Task. This functionality helps organizations monit...
Hello Community, Recently, I implemented a feature in my project that I thought might be worth sharing. The requirement was straightforward but interesting: Send each user a weekly summary email containing all their active Incident tickets in a si...
Authentication Clock Skew | Playbook Use Case KB Number: KB0639127 Overview The number in seconds before notBefore constraint, or after notOnOrAfter constraint, to consider whether it is still valid. Update the SAML property glide.authenticate.sso...
Intro The IT Service Management (ITSM) solution in ServiceNow provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolv...
This is a Agent Mobile Application which allows Walkup Admins/Walkup Managers to easily manage entire walkup management on mobile apps. This is a applet which allows : Create a walkup reason in wu_reason table.Associate the newly added walkup reas...
Integrating ServiceNow with Salesforce using REST API and OAuth 2.0 Are you working with both ServiceNow and Salesforce? Integrating these two platforms can streamline your processes and boost efficiency. Here's a step-by-step guide to help you int...
ACLs or Access Control Lists are the process by which ServiceNow provides granular security for its data and can be applied to individual records, as well as fields within those records. While you want to work with ACLs, you should know the types o...
Recently I got a requirement from one of my clients to create a single record producer to create a record on multiple tables dynamically based on a Select box variable value. Here is how we did it. 1. Create the record producer on a parent table e.g....
The inbound email flow in ServiceNow streamlines the process of capturing, processing, and managing incoming emails within the platform, helping organizations to efficiently handle various tasks and requests. Out of the box (OOB), ServiceNow's inbo...
Welcome to the Digital Portfolio Management (DPM) Community series! Watch curated video overviews and deep dives to help you navigate the DPM workspace and achieve exceptional outcomes. These resources are designed to enhance your skills and exp...
Role required: sn_comm_management.comm_plan_admin or adminEach MIM communication plan has the following default persona types associated with them : Ad hoc AIEnd user AIBusiness user AITechnical AI When the LLM is called, these persona types are use...
This application generates QR code based on the logged in user's email. 1. This application contains widget, which is called on now mobile through /mesp portal. 2. The widget has instance options which allow the developers to generate QR code based...
Hi Folks, Definition of g_scratchpad :: The g_scratchpad is an empty object we can use to store information (properties, objects, functions, etc.) from the server side script to the client. It is only available in display business...
Recommended actions provide context-aware suggestions to agents based on record details, enabling more efficient decision-making by presenting optimal field values or actions. This article focuses specifically on side panel-related recommendations. ...
Hello ServiceNow Family, When working with ServiceNow, one of the most common requirements is to fetch details about the currently logged-in user. Knowing who the user is, their roles, groups, and other attributes helps us deliver the right experie...
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Dan Bruhn
Lindsey G-Prada
ServiceNow
Lisa Latour
Steph Morillo
