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: ...
Hello Community, ServiceNow Workspaces are designed for fast, focused work, but many use cases still require custom actions and guided user interaction. A common need is to let users click a button, select records from a list, and perform an action -...
Hey Everyone, Something that I have come across a few times is the request to allow users to relate closed incidents to Problems (although it could be anything). OOB ACL rules stop users from updating any fields on the incident, and if you add the in...
Problem Management (PM) is one of the components in the ITIL Service Operations area. The primary focus of PM is to identify causes of service issues and commission corrective work to prevent recurrences. PM processes are both reactive and proactive ...
If you’ve ever needed a quick export of incident data and didn’t want to babysit a manual UI download, you already know the pain. You can export from list views in ServiceNow, but that approach is manual, easy to repeat incorrectly, and hard to sched...
You can memorize ITIL terms and still struggle the first week you run ServiceNow ITSM in production. That’s because the confusion usually isn’t about what an incident or change means. The confusion is about how ServiceNow ITSM turns those concepts in...
The current "Embed link" option in ServiceNow results in having a link which does not use the Portal look & feel which is somewhat dissapointing as portals are branded, styled and optimized at most customers. The embed functionality is configured in...
An IT outage is when computer systems or networks stop working correctly, often due to hardware issues, software glitches, or other unforeseen events. This disruption can lead to downtime, impacting productivity and business operations. To minimize s...
If your ServiceNow ITSM practice feels like a ticket factory, it usually isn’t because your teams don’t know what an incident, problem, or change is. It’s because the platform can’t “see” what your tickets mean in the real world. When ownership is un...
Outcomes: Learn how to enable Now Assist for ITSM and the Now Assist Panel. Required Applications, Plugins, and Versions Now Assist for ITSM (version 2.0.2 or later)ITSM Virtual Agent Conversations (installed) Install Now Assist for ITSM and acti...
In today's enterprises, not all teams work the same way - and not all changes carry the same level of risk. Development teams move quickly, operations teams prioritize stability, and regulated environments require more oversight. Yet many organizatio...
TL;DR - An approach to redirecting to RITMs without implementing wacky customisations A re-occurring theme in the community since ~Madrid is the ability to redirect to the RITM record when a request is submitted on the portal. Now, there are a number...
Hello Community, Recently, while working on a ServiceNow ↔ Azure DevOps (ADO) bidirectional integration, I came across a tricky issue in Flow Designer. Since that time I was having this blocker so, I thought of sharing the approach here in case it ...
Want this?Please fork the following GitHub repository:https://github.com/kr4uzi/ServiceNow-Portal-ApprovalNote: As this scoped app does not add neither tables nor fields, you are "safe" in licensing terms. Then create a new scoped app by importing fr...
We can enable search configurations on Record producer(s) variables so that when users enter data into a variable, they can access related search results such as articles/catalog items. Record producer configurations are available in Service Now to ...
KPIs stands for key performance indicators. Use KPIs for quantifiable measures of performance over time. ServiceNow's KPI groups within Digital Portfolio Management (DPM) provide a structured framework for evaluating and measuring various aspects of ...
The calculation of SLA is dependent on various SLA Definition settings when you configure. One of them is "Timezone Source". Here I am taking a scenario that can be an use case where the need of Timezone source is very important. Scenario#1 A Group...
One of the most frequent hurdles for people new to ServiceNow involves understanding the various types of time-based commitments. If you have an IT service management background, you probably know the term, but seeing how the platform handles it can ...
What goes wrong When a catalog request creates an RITM, we may have a Flow, or integration that calls external systems and update RITM variables some seconds later. If a fulfiller opens the RITM before the Flow finishes and saves the form, the empty ...
In the Rome release, Agent managers can now manage and view on-call shifts and normal work shifts in Workforce Optimization for ITSM with our latest integration with the On-call application. This allows managers, who manage a team of agents that work...
Hi All, Recently, I have received a requirement from one of the customers that they want to cancel the Incident or multiple incident from the list view with mandatory cancel reason to pop up during cancelation. I thought of sharing this as this migh...
seanflack
Dan Bruhn
Lindsey G-Prada
ServiceNow
Lisa Latour
Steph Morillo
