ServiceNow AI Platform

Featured AI Gateway Is Back — What's Coming on September 10th, 2026

AI Gateway as part of AI Control Tower is back on September 10th. This post is a heads-up on what's coming and why it matters. A full GA article with documentation links and getting-started guidance will follow at release. What is AI Gateway AI G...

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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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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 How to Identify, Sponsor, and Scale the Right Agentic Use Cases

I've watched smart teams burn six weeks building an agentic use case that worked perfectly. Sadly, it solved a problem nobody actually had. It's a quiet kind of failure. Nothing blows up. The demo works. The stakeholders nod. And then, somewher...

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Featured Everything you need to know to get started with Next Experience, UI Builder, and Workspaces

Index - Introduction - Next Experience Features - Theming in Next Experience UI - Resources Introduction Welcome to the article version of the most recent Next Experience Academy titled "Everything you need to know to get started with N...

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Decision table API

Hi All, I have a decision table with four inputs called category,location,Ticke id , category , location both are reference and ticket id is choice and i am using the below to get the answer var decision = new sn_dt.getDecisionTableAPI();decision.get...

Question

How to Use a Reference Qualifier in a MRVS that is Dependent Upon a Variable Outside the MRVS

The Issue A reference variable within a Multi-Row Variable Set (MRVS) is dependent upon the value of a catalog item variable. Workaround Create another variable in the MRVS. Then, in an onLoad script of the MRVS, populate this other variable on ev...

Article

How to Change a Reference Qualifier Inside a Variable Set

The Issue When a reference variable is part of a single-row variable set, you may need to change the reference qualifier for one or more catalog items while not disturbing the list of records shown on all of the other catalog items where the variable...

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How should S/MIME email encryption be implemented in ServiceNow

Hi everyone,we have a requirement to send certain emails from ServiceNow in encrypted form. We are currently looking into S/MIME, but I am struggling to understand the complete implementation approach and which components need to be provided by Servi...

Question

Hi, Now mobile home page launcher should redirect users to esc portal

Hi all,I want homepage existing applet launcher to redirect to ESC portal, so when user login to now mobile app, he directly see portal page (on click of home button)at the moment homepage shows as below(attached image)how can i achieve it..i have fo...

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Quarterly 'm' Patches Are Here: AI Application Updates Now Ship Inside Your Regular Patching Cycle

Two dates first, because they are the part you have to act on. On September 3, 2026, AP5m becomes the mandatory quarterly patching target for commercial Australia instances. In October 2026, ZP12m does the same for Zurich. The 'm' patch replaces the ...

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Issue fetching Catalog Variables in Flow Designer (Get Catalog Variables shows "No available values"

Hi Everyone,I have an existing Catalog Item (System Access) with an active legacy Workflow running on it (handling manager approvals and multiple fulfillment tasks).We received a new requirement to automate group access provisioning based on a "Model...

Question

[Zurich] Config-driven master flow for 100+ catalog items

[Zurich] Consolidating 100+ per-item catalog flows into one config-driven master flow — how do you handle the variation?Hi all,On Zurich, Flow Designer only. Looking for guidance from anyone who has done this in a real environment.**Current state**~...

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Smarter Triage: a layered AI architecture that keeps costs in check at scale

High-volume triage is one of the most common pain points in enterprise service management. Requests come in through portals, voice, emails, EmployeeWorks... Every one of them needs to land with the right workflow before any real work can begin. The...

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Print knowledge article (widget only) with Service Portal formatting preserved

I have seen similar questions posed throughout the years but none seem to be specifically answered, or the solution might have adapted since. We are on Australia patch 5. I want to be able to share a draft copy of the article, formatted as it would a...

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Knowledge Management
Service Portal

Unlocking Productivity and Accessibility with Doc-to-Voice Agent

Unlocking Productivity and Accessibility with Doc-to-Voice Agent Transforming the Way Enterprises Interact with Documents Table of Contents Reimagining Document Interaction: Let Your Documents Talk BackThe Doc-to-Voice SolutionWhy Choose Doc-t...

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Knowledge Center Back to Basics: A Platform Academy Refresher

Knowledge Center: Back to Basics - A Platform Academy Refresher This Platform Academy session took a step back from the deep dives we've been running since Knowledge Center launched last December. Instead of drilling into one feature, we reset the wh...

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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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Hybrid Search configured correctly, but AIS Preview still returns semanticSearch: false – Zurich Pat

Title: Hybrid Search not triggering semantic search – Zurich Patch 9 Self-HostedHi everyone,We are troubleshooting Hybrid Search in a Zurich Patch 9 self-hosted environment.Current setup:BYOM embedding model: multilingual-e5-large-instructSemantic in...

Question

Routing chat to AWA queue based on the value selected in Pre-chat choice question

Hi everyone, I'm trying to implement a virual agent chat functionality where user will select 1 option out of 3 and based on that chat shoudl transfer to live agent from their respective queues. Connecting to agent from correct queue is working due t...

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Advanced Work Assignment
Dynamic Translation
live agent chat
Virtual Agent