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...

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Customer Security and Trust (CST)

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 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...

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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 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...

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Resolved! End Chat vs Complete button on Interaction record on SOW

Hi All, I an looking for some information/documentation to understand the difference between End Chat vs Complete button on Interaction record on SOW. As per my understanding, both actions are closing the interaction record with status as 'Close Comp...

Question

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.

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Flow Designer

Help us shape the first version of LLM Gateway authentication

As we build out LLM Gateway, we want to make sure the authentication model fits how enterprises actually operate today. If you're already running an LLM gateway internally, we'd love to hear from you in the comments: what authentication method are ...

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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

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.

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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...

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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 .

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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.

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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...

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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...

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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...

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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...

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Service Portal
Workflow