ServiceNow AI Platform

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 AI Passport: business context for every AI agent, at every enforcement point

Most organizations control their AI agents with policy. A gateway checks a rule before the agent calls an API; a policy engine decides whether a tool call goes through. That works until the rule needs something the request doesn't carry: who answers ...

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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...

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AI Search
Best Practices
KCS
Now Assist

Featured Stop Installing, Start Assessing: AI Readiness Has a New Home

If you have used the AI Readiness Evaluation store app to evaluate instance readiness for adopting ServiceNow Otto and Agentic AI capabilities in AI Search, Virtual Agent, IT Service Management (ITSM), Customer Service Management (CSM), and HR Servic...

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How to Verify and Troubleshoot Group Action Framework (GAF) Activation in ServiceNow

What is the Group Action Framework — and why does it exist? When an AI agent handles a support ticket in isolation, it has context for only that one record. It cannot see that forty similar incidents were logged in the past two weeks, what resolu...

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Portal-Specific Authentication Is Here — Australia Release

Portal-Specific Authentication:Configure It Your Way Tailor login experiences per Service Portal — different IdPs, local login, or both — all without touching the Login widget. Out of the box, starting with Australia. The Problem: One Login to Ru...

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Platform Security

Brazil / PAD 30.0.21 - Playbook Decision branch condition not persisting after Save

Hi Community,I am working on a Playbook in Workflow Studio on a Brazil instance with Process Automation Designer (sn_pa_designer) version 30.0.21.I am facing an issue with a Playbook Decision branch condition.My flow is:Questionnaire → Decision → Add...

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How can I hide all Global Search scope options except "Global" for all users?

Hi everyone,I'm configuring Global Search in ServiceNow and would like to restrict the search scope dropdown so that users can only see "Global".Currently, the dropdown displays the following options:GlobalCSM/FSM Configurable WorkspaceService Operat...

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SNC Access Control (com.snc.snc_access_control)

Have anyone activated the SNC Access Control (com.snc.snc_access_control) plugin to control access to your instances by Customer Service and Support personnel.What is your experience with this feature?Reading this the SN Document, this sounds like si...

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Customer Security and Trust (CST)

Reporting on Knowledge articles with accessibility issues in Zurich

Question:We are using ServiceNow Zurich without Now Assist. Is there an out-of-box report, list, dashboard, or field that can identify Knowledge articles with accessibility issues without opening each article and running the Accessibility Checker ind...

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Powershell Step error after Australia upgrade

After upgrading to Australia, our flow actions that use a Powershell step that passes in credentials are failing with 401 Unauthorized. Running the same script directly on the mid server runs successfully.Has anyone else experienced this issue?

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Manage access through user criteria and ownership groups

As people have been cleaning up their knowledge management to enable AI, I've been getting questions about knowledge permissions, such as "Why can't this person check out an article unless they're a knowledge admin?" They don't need to be. Checkin...

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Best Practices

Knowledge Center Configuration

Over the past few weeks, I’ve worked with customers on configuring Knowledge Center and found a few things that would have saved me time and a headache. Create Cross Scope privilege records ServiceNow creates cross scope privilege records for the o...

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Resolved! Known Error for Problem Managment

I was asked to look into Known error for problem management. I found the following plugin. Problem Management Best Practice - Madrid - Knowledge Integration I installed it in dev and noticed that it forced the user of Knowledge management advanced. S...

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Report of top 100 articles viewed (list)

Hi folks, We are trying to produce a report for the top 100 articles viewed in the past 6 months, and I'm wondering if it is possible to get a list report. We can do this outside of ServiceNow. We know there is a KB Articles Viewed widget in classic...

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Activate, Deploy, and Trust Your Agentic AI: Join Two Live Workshops

Ready to get started with agentic AI? Join us for a live two-part workshop series covering setup, deployment, evaluation, and troubleshooting. Bring your sub-production instance and follow along with ServiceNow experts in the redesigned AI Agent Stu...

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Need help creating a Sub-Offering vs Time Worked (<4 hrs / >4 hrs) report

Hi everyone,I’m looking for some help creating a ServiceNow report similar to the attached Excel chart.I want to group the report by Sub-Offering and then show the Time Worked in two different ranges:Less than 4 hours → GreenGreater than 4 hours → Re...

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Use a Different Display Value for a Specific Reference Field

I have a requirement for a custom table to use a different field from the cmn_location table as the display value for a specific reference field. I am building a custom application for our Facilities team with a couple of custom tables that reference...

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Resolved! Can't see "Change" module in the Application Navigator.

Hello team,I'm unable to see the "Change" module, under the ServiceNow DPI apps navigator, but I can query the list s of work items with change_request.list and change_task.list.Why is the module hidden, and how can I unhide it?

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