Products

Featured Introducing EmployeeWorks Web App

Employees don't need more answers. They need things to get done. ServiceNow EmployeeWorks is one super app to ask, act, and accomplish work across any business system, agent, or content. The EmployeeWorks Web App brings that to the web as a consume...

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Featured AI Control Tower Observability & Monitoring FAQ

AI Control Tower Observability & Monitoring Frequently Asked Questions Quick Navigation Overview — What is AICT Observability?Getting Started — Prerequisites & setup stepsEvaluations — Metrics & evaluation frameworkTraces — Sessions, traces, s...

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Featured What's new in AI Control Tower for August & September 2026

What's New in AI Control Tower August & September 2026 What is AI Control Tower? AI Control Tower is the ServiceNow control plane for discovering, governing, securing, observing, and measuring AI across the enterprise. It gives AI Stewards, risk...

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Featured Introducing MCP for SPM

Introducing MCP for SPM Introduction AI clients are quickly becoming where work starts. Goal owners, portfolio managers, and project managers are already asking Claude, Microsoft Copilot, and Gemini to summarize, analyze, and plan, but the answers...

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Strategic Portfolio Management

Featured Build EmployeeWorks plugins with ToolSmith

Build EmployeeWorks plugins with ToolSmith Have you ever needed to get something done at work, but had to ask a colleague which system to use or how the process works? We’ve all been there. Employees shouldn’t need to know which system handles th...

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I created state value's reason fields into incident table and whenever state value changes

function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { return; } var gr= g_form.getValue('state'); g_form.setDisplay('u_open_reason', false); g_form.setDisplay('u_resolve_reason', ...

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IIS Pattern customisation for connecting MSSQL database

Hi All, Good day.I am attempting Service Mapping for an application which uses IIS Server (hosted on Windows Server) and the next layer of the map is a MSSQL DB. The map is successfully created till the IIS Servers but not proceeding ahead to the MSS...

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Background script

why bacground script is use in services now and whats is important in services now.

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relationship between caller field and role

how to make custom form, i mean first select u_role(reference qualifier has = 'sys-user-has-role'), second caller field click on lookup then show users list based on u_role field with coding

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Software Customer Facing Portal

Hello,We are just beginning our journey with SAM, and would like to understand if others have created a Portal or other landing page for customers to use an intake form for requesting software. Perhaps even a Software catalog that is separate from th...

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Vulnerability Response Integration with Atlassian Jira Approval workflow being overriden

Hello community, I'm currently implementing the Vulnerability Response Integration with Atlassian Jira integration for a customer. however I'm facing a rather bothering issue when it comes to state mapping. Within the ServiceNow platform, we have put...

Question

Generate Report on VITs part of multiple Remediation Tasks VULs

I am trying to Use background script, which is timing out after a while.The script I am using identifies Vulnerable Items (VITs) that are linked to more than one Vulnerability record through the sn_vul_m2m_vul_group_item table and prints the results...

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Vulnerability Response

Teams Graph Spoke Post Message to Chat Links not Clickable

I am using the teams graph spoke to send a message to a user when a record reaches a particular state. I have tried the raw URL in the message, and this just produced the URL in plain text in the message. I instead used flow variables to construct th...

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Exception rules in Vulnerabiltiy management

One of my observations is that a specific Exception Rule in ServiceNow Vulnerability Response was supposed to expire on 24 June 2025. However, a new Vulnerable Item (VIT1XXXXX) created this month still went into Deferred state, and it appears to hav...

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Priority Values mapping issue in Security Incident Response

Hi All, I have configured Defender Field Translation for the Priority field, but the Security Incident priority is not being populated as expected. I have also added logs for debugging; however, the logs are not captured in the System Log table.Could...

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Zoom Contact Center: Additional Information section (Sh description) not displayed when Interaction.

Hi Community,We have the Zoom Contact Center ServiceNow Integration (OpenFrame softphone) set up with CSM/FSM Configurable Workspace, and I need help with an issue on the Interaction form.Current behaviorA technician clicks the Zoom Contact Center ph...

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How to send different HappySignal Feedback URL' (with diff response ID) to each user in ticket CC

We have a requirement to send different emails with HappySignals feedback link with different response ID to each user in ticket CC on resolution. We have created an event and in BR when state is resolved we are triggering event for each user in CC.N...

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Incident Communication Management
Incident Management

Security Incident Response Task Changed(sir.task.changed) - trigger conditions and recipient mapping

Hi Team, I am investigating the OOB SIR notification "Security Incident Response Task Changed". I found KB0859879 which states that the notification is processed through the "Notification for task" business rule on the sm_task table. The KB reference...

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AD Spoke v2 – Account expiration date showing one day earlier in AD Account tab

Hi Community,I am using Active Directory Spoke v2 – Update Object Expiration action in ServiceNow to extend the expiration date of an existing AD account.For example, the requested account expiry date is 29 October 2026.After executing the action, th...

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Incorrect My Request Badge Count in Now Mobile

Hello,The badge count displayed for My Requests in the Now Mobile is incorrect. When we open the My Requests, the actual number of records is displayed correctly, but the badge count shows a different value.For example, the badge count displays 31 wh...

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