ITSM articles

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Install and configure Incident Summarization for Now Assist for ITSM in 5 minutes (or less!)

Outcomes: Learn how to enable and start using Incident Summarization for Now Assist for ITSM. Required Applications, Plugins, and Versions Now Assist for ITSMService Operations Workspace (version 3.1 or later) Install and configure Incident Summa...

How to Become Certified Implementation Specialist in ITSM - CIS ITSM

Hi there, I recently passed my certification of CIS-ITSM and I want to share with you my journey. The following steps are the prerequisites and have enabled me to prepare for the examination. It is assumed that you have already passed your CSA certif...

Set dynamic relative due date in Ask for Approval action in flow designer

Hello Everyone, I was trying to set dynamic [Due date] with [Date type] as relative on [Ask For Approval] action in flow designer based on some condition. I tried to search online on how can I achieve this requirement but had no luck. So, I started w...

Business Requirement Template ITSM- Part 1(Incident Management)

Requirement gathering during the kickoff meeting is and will always be a crucial step. Since it’s a stepping-stone for any implementation, it’s crucial that it should not be messed up and it must go in a smooth way. I am attaching the business requ...

Change Management - Lead Times

When implementing Change Management you're always going to need to calculate Lead Time for a Change to be implemented. Lead Time means how much time (in terms of days) are in advance before a Change can be implemented. Key factors are Planned Start D...

PUSH notifications Setup on ServiceNow Mobile Agent App

This article will help to setup the push notifications for Agent App. Follow below steps. 1. Create applet on the mobile studio under ITSM Mobile Agent or your scoped application. After creation of applet get the sysid of applet go the sys_sg_scree...

Major incident email content recommendation | Email Templates and Gen AI variables

This guide outlines the default templates and their corresponding GenAI variables used to compose email content recommendations for Major Incident Management (MIM) communication. Default Templates & GenAI Variable Mapping Template NameSectionGenAI ...

Re-Order The UI actions Displayed on Servivce Operation Workspace (SOW) for a Record

We have seen some requirements on re-ordering the UI actions Present in the SOW . Let's learn how to meet the expectionations, for this Article am going to use Indident Record, but the configurations remains the same for all the records ( Change,Requ...

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Create a Button to add attachment on a ticket

Hi All, In case you are wondering how do I upload an attachment by clicking on a Button in a form please follow below steps: 1. Create UI Action: Navigate to System Defination -> Click on UI Action Module -> Click on Create New 2. Fill all the de...

ServiceNow CSA (Admin) Study Materials

Hi Friends, Few Days back I had posted an article related to ServiceNow Implementation Certification which included the study materials which I had followed to clear the Implementation Certification in ITSM.I am creating this article to attach the sa...

Add Attachments to the Email Client Template automatically

To add all the attachments in the Email Client Template please follow the below procedure: Create a Business Rule on the sys_email table with conditions before insert. Script : var att = new GlideRecord('sys_attachment'); att.addQuery('table_s...

Sync attachment between RITM(sc_req_item) and CatalogTask(sc_task)

Create a Business Rule on the sys_attachmnet table and add the below code in the business rule. function copyAttachment(table_name, table_sys_id) { var att = new GlideRecord('sys_attachment'); att.initialize(); att.file_name ...

Incident Management made easy, a guide to getting you started on a baseline implementation

Introduction Are you starting off with ServiceNow Incident Management and wondering how to get going or had it for a little while and wondering if you have ticked all the right boxes? It can be hard understanding what is necessary and what sequence o...

Access Parent/Other variables inside MVRS

How to Access parent/other variables from MVRS ? As we all know that on click of an add button in MVRS we can access variables only which is in MVRS and there are many scenarios we would need some value from the parent/main form. So here is a trick t...

Virtual Agent - Check IT Ticket Status for Incidents & Requests

In this article we will see how to build a topic to display "Incidents" and "Requests" on the virtual agent. 1. Clone the OOB Check IT Ticket Status topic and deactivate it. 2. Replace the syntax of the script action utility "Check Incidents & Re...

Access Control in ServiceNow with 'Deny Unless' ACLs

This article is around deny ACLs released in X Release. If you’re scratching your head, wondering what that means - let’s break it down in a way that makes sense.What’s the Big Deal with Deny ACLs?So, first off, what exactly is an ACL? Well, ACL stan...

Troubleshooting steps for Now Assist for ITSM - Suggested Steps generation skill feature

Generic troubleshooting steps to resolve issues encountered in the Suggested steps generation skill feature Product documentation reference: Cluster incidents for the Suggested steps generation skill. As an admin, if the Suggested steps generation sk...

Import Model and Model category with easy import

Last time our vendor post an article "Easy Import does not allow inserts to the [alm_asset] or [alm_hardware] tables when Excel or CSV file contains Model or Model category attributes are in Excel files", and said not able to import Model or Model ca...