Products

Featured Important Update on Legacy Reporting and Analytics with Australia Release

Subject: Important Update on Legacy Reporting and Analytics with Australia Release Dear Valued Customers, We would like to address some concerns and provide clarity regarding the upcoming upgrade to the Australia release and its impact on your report...

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Australia
Dashboard
Migration
Performance Analytics
Platform Analytics
platform analytics migration
Upgrades

Featured Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content. Knowledge Center for ServiceNow's Knowledge...

Article
AI Search
Best Practices
KCS
Now Assist

Featured Getting Ready for Platform Analytics: Value, Gaps, and Fixes (2026)

Welcome to the Platform Analytics experience upgrade guide. This article consolidates known migration issues, workarounds, and practical solutions to help customers successfully transition to Platform Analytics experience. The guide is organized into...

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Australia
Dashboard
Migration
PAe
Performance Analytics
Platform Analytics
Platform Analytics Experience
platform analytics migration
Platform Analytics Migration tool

Featured ServiceNow ITSM Is the #1 Best IT Management Software on G2 — and You Made It Happen

We've got some exciting news to share: G2 has named ServiceNow ITSM the #1 Best Software for IT Management Products in its 2026 Best Software Awards. And this one means a lot because it came directly from you. What makes this award special G2's...

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Featured Meet Data Snapshots: Powering the Next Level of Analytics with Performance Analytics

We’re excited to announce the launch of Data Snapshots in Platform Analytics - a game-changer for deeper, more flexible analysis. This capability removes the traditional two-breakdown limit of PA, enabling you to drill down through multiple breakdow...

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Regarding order decomposition

Hello community!If anyone knows anything about order decomposition, please let me know. If a bundled offering is further bundled, an error occurs in order decomposition when creating an order specifying that offering, and no order task is generated.F...

Question

How to set "From" email address in Flow designer which is used as Inbound email action ?

Good afternoon.!I have created an Inbound email action and have set the email.from in it, but how can we achieve this using Flow designer used as an Inbound email action?Please help.Flow designer:@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar

Question

Resolved! How to extract a report on RITM/REQTASK table, along with it's multi-row variable set values?

Good afternoon.!I have an RITM/REQTASK where it contains a multi-row variable set value. How can we achieve it to have one single report that fetches this value, along with the normal variables.Please help.!@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudl...

Question

duration fields in export to excel

I've already found this in the wiki:5.1 ExcelDate, Date-Time, and Time fields are all exported as their display values, displayed using a custom format instead of the system date format. Duration fields, however, export as the value stored in the dat...

Question
Service Mapping

Resolved! Excel Export Showing Duration Field in Seconds

Hi, When exporting the data to Excel, the duration field is currently displaying in seconds. However, I would like it to show in hours and minutes only. Could you please advise how to achieve this?Thank you in advance for your support.

Question

VA and AI agent always return "I'm having technical issues and won't be able..."

Hi everyone,I’m experiencing an issue when testing my AI Agent and Virtual Agent topics. Every time I run a test, the conversation stops and shows this message:“I'm having technical issues and won't be able to continue this conversation.”What’s confu...

Question

About Column Context Menus

I'm not sure which answer to pick, as none of them feel quite right. Which one of the following statements is true about Column Context Menus?A. It displays actions such as creating quick reports, configuring the list, and exporting dataB. It display...

Question

How to track which business rules have been triggered for a specific table

Hello team,I'm integrating my DPI to Jira through a third-party integration tool, connecting both workspaces via REST.I'm working on some documentation that highlights how users can troubleshoot sync fails because of BRs that have triggered and rever...

Question

Generate Resolution Plan Agentic Workflow

Generate Resolution Plan Agentic Workflow Overview: The “Generate Resolution Plan Agentic Workflow” streamlines the process of creating resolution plans for support tasks by leveraging multiple AI agents. Powered by Now Assist, the workflo...

Article

Playbook visibility error "This step isn't available. Contact the support team for help."

Hi all,we installed the Playbooks for Customer Service Management (App id: sn_csm_playbook) plugin and created a custom playbook. We are using it for Cases on the CSM/FSM Configurable Workspace. For admins, everything works fine.For agents (itil & sn...

Question
Playbook Experience

Resolved! autopopulate assignment group member into the watchlist

I need to auto populate the watchlist with the assignment group that have been selected on an incident form and it change in real time. so if it in hard the watchlist will have all the group member, when it in software, the watchlist should be change...

Question

Redirect users to Workspace directly

Hi All,How can we redirect certain users on the basis of roles directly to a custom workspace as soon as they log in. Thanks in Advance

Question

PI Planning using sharable views in EAP (Enterprise Agile Planning)

Hello All,could use some help if we are planning to have an option to either sharable views within the Planning Board Personalized panels in EAP. Customers really like that EAP allows us to choose metrics and indicators to be shown on cards so that ...

Question
Agile Development
Best Practices

Bring other Table data(ex RITM,SCTASK) into Collaborative work Management(CWM)

Hi All, The requirement is to use the CWM for an ask. If so, requests, RITMS and its respective tasks which are created via portal can it be bought into CWM. There is something as connect ed work where we can define table and its conditions and bring...

Question

Information - Nextthink Servicenow integration

Hi All,I have a requirement to configure Nextthink- Servicenow integration for1. Auto ticket creation based on next think issue alert.2. Self service portal, when a user tries to raise an issue, one click solution should popup relavant to summary/iss...

Question