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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Best approach to display and use Store Codes from cmn_location in Catalog variables?

Hello Community,I have a Catalog Item with:a Reference variable to cmn_location for the Primary Store;a List Collector on cmn_location for Additional Store Visibility.Both variables use a dynamic Reference Qualifier to filter the available locations ...

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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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Converting Legacy Workflows with Build Agent - Workflow Automation CoE

Workflow Automation CoE > Converting Legacy Workflows with Build Agent Goal In this article, you'll learn about the Export Workflow UI Action on Workflow Version records, now available out-of-the-box as of the Brazil release, and how to use that XM...

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Flow Designer
Playbook Experience
Process Automation Designer
Workflow Automation

Creation of Indexed resources for Incident to configure AI Search on EMployee center

I have to implement AI search on the Employee center,But after creating the indexed resources and adding the search sources to the Search profile is still not working.and results are not pushing anything related to incidents.I am using the exsisting ...

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Practical Multimodal Examples for Jev on the ServiceNow AI Platform

Jev 1.14.0 · Multimodality · Danger zone Jev is a System One model developed by TypeSafe.ai. Unlike LLMs that generate text, a System One model makes fast, structured judgments that can be used directly in your code to make decisions. By evaluat...

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AI Academy - SmartDocs Redaction Agent & Doc to Voice - Oct 13, 2026

AI Academy SmartDocs Redaction Agent & Doc to Voice Two new generally available SmartDocs capabilities for secure, voice-enabled document experiences in ServiceNow. In this AI Academy session, we explored two of the newest additions to SmartDocs:...

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Introducing the Access Analysis Agent: Your Quick Answer to "Can This User Access This?"

In the Brazil release, ServiceNow introduces a new way to answer access questions through natural language. Access control is foundational to security. But investigating access problems can be complex. When a user says they can't access a report, a...

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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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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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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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Introducing Identifier-First Login in the Brazil Release

BRAZIL RELEASE Identifier-First Login: The right sign-in for every user Users tell ServiceNow who they are. Your policies in the Authentication Console decide where they sign in. At a glanceWhat it doesAsks users who they are first, then sends the...

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Platform Security

Button Events, Client Scripts, Look Up Records, and Data Binding In UI Builder

Button or component event↓Event mapping↓Client Script or declarative handler↓Client state / data-resource input↓Look Up Records result↓List, form, message, navigation, or custom eventThe most common implementation mistake is to build each piece separ...

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How to redirect to workspace on Open record button in sidebar popup

Hello i want to change the functionality of open record button in sidebar popup.currently if agent click on open record button it redirect to native view of record.instated of that i want to redirect to record on workspace view.For this i am checking...

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Eliminating Basic Auth Across All Inbound Surfaces: REST APIs, SOAP & Processors (Part 3)

In Part 1, we covered the fundamentals of REST API Access Policies, and in Part 2, we went deep on Auth Scope, OAuth Entity Linking, and MIAC. Both stopped at the REST boundary. But Basic Auth doesn't only enter through REST — it also rides in throug...

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Knowledge Publish Flow reads old KB and Category values when publishing an Incident-created article

Hi Community,I am investigating an issue with Knowledge Management where a Publish Flow receives previously saved database values when a Knowledge article created from an Incident is published without first saving the changes. ScenarioAn OOTB Inciden...

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Best Practices