Variable substitution showing backend value instead of display value in Catalog Task

I am facing an issue with variable substitution in a ServiceNow Catalog Task. When using ${variables.primary_impacted_business_line_2}, it is returning the backend value instead of the display value in the Task Name.I also tried using methods like ge...

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Reference field on Knowledge Article template

Dear experts,We are using Zurich versionI have created a custom article template for knowledge base and included a reference field "Project" (referencing pm_project)While creation of article using this new template, the user selects the project in th...

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• Knowledge Management

IT Remediation Workspace - How do I disable the filter icon on a list view on a Workspace?

My client would like to disable this icon for end users so they cannot add in Source = Pen test. I have successfully edited the filter to exclude those records but the end users can still click on the filter and undo the exclusion. Any idea who to hi...

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• UI Builder : Next Experience
• Workspace : Next Experience

Crafting Clarity: Customizing Now Assist Analytics

Mastering Now Assist Analytics: The Admin’s Guide to Unlocking AI Insights in ServiceNow As ServiceNow continues to expand its AI footprint, understanding how your organization uses those capabilities becomes more critical than ever. Whether you're ...

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What's New for Platform Encryption in Australia

Session Recap: What's new for Platform Encryption in Australia   This session recapped the encryption enhancements introduced in the Zurich release while focusing on the new capabilities delivered in the Australia release.   The discussion provided a...

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• Platform Security

Knowledge Center: Deep Dive on Knowledge Health Score and other additions

Knowledge Center: Deep Dive on Knowledge Health Score  Platform Academy | Q2 2026 Release | Knowledge Center    If you manage knowledge content in ServiceNow, you've probably been in this situation: you know the quality isn't great, but you have no i...

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test wed 1 july 2026

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Email delivery not working right? Check the Email Diagnostics Dashboard first

When email notifications are missing or slow to arrive, troubleshooting usually starts this way: open the email records, check the sender jobs, and read through logs. It works, but it's slow, and patterns are easy to miss when you're looking at one r...

• Article

Unable to create new article - as admin / all users in HR agent workspace

Users across all role levels (including Administrators and users with the KB role) are unable to create new Knowledge Articles directly from the HR Agent Workspace. The issue is seen across all 3 instances. we have raised an support case where the in...

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LLMs in ServiceNow vs ServiceNow's Own AI

External LLMs You Can Integrate INTO ServiceNow ServiceNow supports integration with various external LLM providers via AI Connectors: Some popular Integrations are listed below: OpenAI (GPT-4, GPT-4o, GPT-3.5-Turbo)Google Gemini (Gemini Pro, Gemini ...

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LinkOutput card header renders as raw va:topic:...:field:Header token in Teams

Hey community! Running into a strange one and hoping someone has seen this before. We have a "Create a New Case" VA topic with LinkOutput nodes for case confirmation. The header field contains rich text with case details (number, short description, d...

• Question

ServiceNow AI Control Tower, What is it and Why is it important?

What is ServiceNow AI Control Tower? ServiceNow AI Control Tower is a centralized governance and compliance command center. It provides enterprises with total visibility to discover, monitor, and manage both native and third-party AI agents and model...

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Timeline UI Builder Element (selectedMarkers) payload Is always empty.

Hello,I have this timeline added to a workspace.As with most things UI Builder im really frustrated as the timeline element does not seem to be functioning properly.(or maybe....im doing something wrong) As you can see from the screenshot below if I ...

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• UI Builder : Next Experience
• UI Framework Next Experience
• Workspace : Next Experience

Caller Verification for AI Voice Agents

Overview   AI Voice Agents on ServiceNow can now reset passwords, pull up account details and act on behalf of callers — all over a phone call. The moment a call connects, one question matters above everything else: is this really them?   WithYokoham...

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