ServiceNow AI Platform

Featured Platform Security #3 - How to Increase Platform Security - Security Hardening score

Let's talk about security in a way that's easy to digest. As a ServiceNow Product Owner, I understand the significance of security hardening cannot be overstated when it comes to strengthening and fortifying your instance/platform Imagine your Serv...

blog
Customer Security and Trust (CST)

Featured What's new in AI Gateway v3.4 - September 2026 release

What is AI Gateway? AI Gateway is ServiceNow's runtime enforcement layer for MCP (Model Context Protocol) connections in AI Control Tower. It sits between your AI agents and the external tools they call, governing what reaches agents, securing e...

Article

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...

Article

Featured Knowledge Management Academy: Past and Future Sessions

The Knowledge Management Academy series will cover getting started, processes, roles, current features, what's new, and how to use platform capabilities such as analytics from a Knowledge Management lens. We'll also cover live Q&A during the s...

Article

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

From where can we configure the UI actions on the case form like Discuss, Escalate Case etc.

From where we can configure the UI actions on the case form on the CSM/FSM workspace. Also attached the image for your reference.

Question

Workspace Issue: Side Navigation Suddenly Disappeared

Hi team,I'm facing an issue in the workspace where the side navigation has suddenly become invisible. I've checked the experience settings and all the configurations seem to be correct from my side.Does anyone have any idea what might be causing this...

Question

LDAPS Connection Failing in ServiceNow After Certificate Renewal - Unable to Get Local Issuer Cert

Hello Experts,We are configuring LDAPS integration between ServiceNow and an on-premises Active Directory environment. Verify return code: 20 (unable to get local issuer certificate)Show more linesActions Already PerformedDownloaded the latest certif...

Question

OOB Publish article action is not working in custom flow

HiIn knowledge management we have approval publish/retire, instant publish/retire . So my requirement is for some knowledge articles based categories it should go approval process for some articles based on category it shouldn't go any approval proce...

Question

My PDI dev305839

I use my PDI in daily and log to it many times but in developer site it give me last used : 5 days and 6 hours and hours count increase but i make already app and use app every day can someone describe me how to reset this counter .

Question

Resolved! How to make Agent's status Available automatically in inbox of agent workspace once user is signed in ?

I want to change the Agent's status to available automatically in inbox of agent workspace instead of manually changing it. By default it's offline.

Question
Advanced Work Assignment
Agent Workspace

How do I keep the waiting period in a subflow, flow, and workflow?

Hello everyone, I’m currently testing a workflow and subflow, but both include waiting conditions. Could you please advise whether there’s a way to manage this waiting time through a script or another workaround so I can do my test without wait for...

Question

PDI ISSUE

I am facing an issue with my PDI. The instance went offline and showing a message "Instance Offline: Recovery may take long. You can wait, or release it now to request a new one." And My instance last used: Last used: 9 days 3 hours agoI am afraid th...

Question

Dynamic Translation for Virtual Agent with Custom Greeting topic setup and Pre-Chat Survey

Hi ServiceNow Community, I’m working on enabling Dynamic Translation for Virtual Agent. Language Detection and Dynamic Language Translation are enabled for English, Polish, and Spanish under Conversational Interfaces > Settings > Virtual Agent > Mult...

Question

Domain Separation in ServiceNow: Understanding Multi-Tenant Data and Process Isolation

IntroductionIn many organizations, a single ServiceNow instance is used by multiple customers, business units, or organizations. While sharing the same instance reduces the need to maintain multiple environments, it also creates an important requirem...

Question

Resolved! Track Plugin updates

Dear all, I ran multiple Plugin updates and I did set each of them to "Run in Background", is there a place, where I can navigate to and track the progress of those plugin updates? Completed/ In Progress (if so how much is completed), etc.?I have nav...

Question

Lifecycle Events vs Journey Accelerator in HRSD : Which One Should You Build? (Part 2 of 2)

In part #1 I explained why I answer the Employee Journeys versus Employee Lifecycle Events question differently depending on who's asking — and gave the HR Business Partner's answer: the broader, platform-agnostic view of what these terms mean across...

Article
Service Portal
Workflow

Employee Lifecycle vs Employee Journey: What's the Difference? (Part 1 of 2)

I get asked to explain the difference between Employee Journeys and Employee Lifecycle Events more often than almost anything else in HRSD — and the honest answer is that it depends entirely on who's asking. When an HR Business Partner raises it in...

Article
inclusive design

Could not able to find Social Media Response Approvals flow in the lab instance to practice

I went through micro certification now learning program to go through the flow designs.. there are some activities to do. in the lab instance I could not see Social Media Response Approvals flow to add my flow logic.

Question
Flow Designer

Important Points to Configure Workspace in Now UI Experience

MethodsAlternative SolutiongetReference() not supported Use GlideAjax or getReference() with callback()GlideWindow Not supportedUse g_modal.showframe gsftSubmit() not supported in ui action to call server side codeg_form.submit(g_form.getActionName()...

Article