New article articles in Community Resources

How to Become a ServiceNow MVP by Sharing What You Know

Bill Martin — Sun, 17 May 2026 07:29:52 GMT

Want to become a ServiceNow MVP? Start by sharing the problems you already solve. This article shows how your daily work, repeat questions, and public answers can build real community value and grow your expert status over time.

AI agent: Transition to a more adaptive, conversational, and human-like interaction model

ajaymalik — Sat, 25 Apr 2026 20:36:44 GMT

Objective

To enhance any Agent (E.g: Workday HR payroll management AI agent) below is a step-by-step guide to improve the response logic. The goal is to move from a rigid, technical list of instructions to a more fluid, conversational flow that feels like a natural human interaction.

How to Navigate and Update the AI Agent

Open AI Agent Studio: In your ServiceNow instance, use the All menu to search for and select AI Agent Studio.

Locate Your Agent: Click on the Create and manage tab and select the Workday HR payroll management AI agent from your list.

Access the Specialty Tab: You will automatically land on the Define the specialty section.

Edit the Steps: Scroll down to the Define the role and required steps area. Locate the List of steps text box (marked as Version V1).

Apply Changes: Highlight the existing text, paste the optimized version below, and click Save and continue at the bottom right.

"List of Steps" for a User-Friendly Response

Copy and paste the following content into the "List of steps" instruction field:

(Note: The below steps are sample steps and can be updated based on user requirement)

Intake & Clarification: Greet the user professionally. Confirm they are seeking payslip information. If the request is vague (e.g., "Show me my money"), ask a clarifying question like: "I can help with that. Are you looking for a specific payslip or a summary for a certain period?"
Identity & Context Validation:

Worker ID: Check if the Worker ID is available. If not, politely request it: "To access your records securely, could you please provide your Worker ID?"
Date Parameters: Ensure you have the Start Date, End Date, and Period Date Indicator. If missing, explain: "I need a date range to pull the correct payroll data for you."

Intelligent Execution: Once all mandatory inputs (Worker ID, Dates, Report Name/Owner) are validated, execute the Look up Payslip action exactly once.
Error & Edge Case Handling: If the action fails, translate technical errors into helpful HR language (e.g., "I'm having trouble connecting to Workday right now; please try again in a few minutes"). If no data is returned, suggest the user check their date range.
Human-Friendly Response Transformation (Priority):

Summary First: Start with a brief natural language summary (e.g., "I've retrieved your payslip for [Date Range]. Your Net Pay was [Amount].")
Categorized Tables: Organize output into logical Markdown tables: Earnings, Deductions, Taxes, and Employer Benefits.
Dynamic Labeling: Use the column names from the data but ensure they are human-readable (e.g., convert GROSS_PAY_AMT to Gross Pay).
Cleanliness: Omit any sections that contain no data. Never display system IDs, metadata, or raw JSON strings.

Response Depth Control: By default, provide the formatted summary and tables. Only provide granular, line-by-line technical details if the user explicitly asks for "detailed raw data."

Sample Response

Agent Tool Update

Based on the Look up Payslip configuration, users can control how the AI agent processes and presents data by modifying the Output Transformation Strategy.

By default the tool is set to "None", which means the agent will pass the data through without additional AI-driven formatting. To change how the response is handled, the below steps can be performed:

Modifying Agent Tool Response Behavior

To refine how the Workday HR payroll management AI agent communicates its findings, you must adjust the transformation settings within the Agent Tool record.

Select the Transformation Strategy

The Output transformation strategy field dictates the linguistic style and depth of the final response. You can choose from the following options:

Strategy	Description	Best Use Case
None	Returns the output exactly as generated by the tool or post-processing script.	Technical debugging or raw data transfers.
Concise	Provides a brief, "just the facts" summary.	Quick mobile notifications or status updates.
Verbose	Provides a detailed, comprehensive explanation of the results.	Complex payroll queries where context is key.
Paraphrase	Rewrites the output in a more natural, conversational tone.	Enhancing the "human feel" of the AI interaction.
Summary for Search	Distills the data into a format optimized for search result snippets.	High-level overviews in a knowledge base context.

Implementation Steps
- Navigate to the Agent Tool record for Look up Payslip.
- Locate the Output transformation strategy dropdown menu on the right side of the form.
- Select your desired strategy (e.g., Concise for efficiency or Paraphrase for better UX).
- Click Update in the top right corner to save the changes.

Advanced Customization (Optional)

If the standard strategies do not meet your requirements, you can use the Post processing script area (ES12 mode supported) to programmatically filter or format the JSON output before the AI applies the transformation strategy.

How to resolve issue with Correlator id when using executeAsync() without Midserver

raghu59 — Tue, 07 Apr 2026 17:10:10 GMT

Issue-

A frequently encountered challenge when using executeAsync() is how to process the response coming back from the 3rd party and correlate to the source. This is because the correlation identifier set on the outbound request is not propagated to the corresponding input record in the ECC Queue — consequently, it becomes unfeasible to identify the originating source record and process the response without an alternative correlation strategy

Sample Requirement -

Whenever an incident is created, an outbound call (asynchronous) should be triggered to the 3rd party and description of the incident should be updated with the response from the 3rd party.

Solution -

1) Create BR on the incident table as below (on Insert)-

2) Create another BR on ecc_queue table with the required conditions like

Agent - RestClient

Queue- Input

State- Ready

Source - <3rd party URL>

3) The actual issue is correlating the Input to the Output record as the Correlation value for Output is populated by using below code in the BR -

restMessage.setEccCorrelator(correlator); but in the input record, this Correlation value is empty.

4) To resolve this, we can use the link between Input and output record i.e 'Response to' column in the ECC Queue BR -

var correlator = current.response_to.getRefRecord().getValue('agent_correlator');

- Adding the below BR scripts used for this integration just for the reference -

BR on Incident table -

(function executeRule(current, previous /*null when async*/) {

var correlator = current.number;

try {

// ── Step 1: Build REST Message ──

var restMessage = new sn_ws.RESTMessageV2();

restMessage.setHttpMethod('GET');

restMessage.setEccCorrelator(correlator);

restMessage.setEndpoint(

'https://api.ipify.org?format=json'

);

// ── Step 2: Execute the call ──

var response = restMessage.executeAsync();

}

catch(ex) {

gs.error(

'[IPifyBR] Error: ' + ex,

'IPifyBR'

);

}

})(current, previous);

BR on ECC Queue table -

(function executeRule(current, previous) {

try {

// ── Step 1: Get raw XML payload ──

var payloadXML = current.getValue('payload');

if (!payloadXML) {

gs.error(

'[ECC_BR] Payload is empty',

'ECC_BR'

);

return;

}

// ── Step 2: Parse XML ──

var xmlDoc = new XMLDocument2();

xmlDoc.parseXML(payloadXML);

// ── Step 3: Get status code ──

// From <parameter name="http_status_code"

// value="200"/>

var statusNode = xmlDoc.getNode(

'//parameters/parameter' +

'[@name="http_status_code"]'

);

var statusCode = statusNode

? statusNode.getAttribute('value')

: null;

gs.log(

'[ECC_BR] Status Code: ' + statusCode,

'ECC_BR'

);

// ── Step 4: Get response body ──

// From <output>{"ip":"148.139.1.10"}</output>

var outputNode = xmlDoc.getNode(

'//result/output'

);

var body = outputNode

? outputNode.getTextContent()

: null;

gs.log(

'[ECC_BR] Body: ' + body,

'ECC_BR'

);

// ── Step 5: Process response ──

if (statusCode == '200' && body) {

// Parse the JSON inside the output

// body = {"ip":"148.139.1.10"}

var parsed = JSON.parse(body);

var ip = parsed.ip;

gs.log(

'[ECC_BR] IP Address: ' + ip,

'ECC_BR'

);

// ── Step 6: Update the incident ──

// Find the incident using correlator

// or whatever reference you stored

// var correlator = current.getValue(response_to.agent_correlator);

var correlator = current.response_to.getRefRecord().getValue('agent_correlator');

var gr = new GlideRecord('incident');

gr.addQuery(

'number',

correlator

);

gr.setLimit(1);

gr.query();

if (gr.next()) {

gr.setValue(

'description',

'Public IP captured: ' + ip

);

gr.update();

gs.log(

'[ECC_BR] Updated incident: ' +

gr.getValue('number'),

'ECC_BR'

);

} else {

gs.error(

'[ECC_BR] No incident found ' +

'for correlator: ' + correlator,

'ECC_BR'

);

}

} else {

gs.error(

'[ECC_BR] Bad response — ' +

'Status: ' + statusCode +

' | Body: ' + body,

'ECC_BR'

);

}

} catch(ex) {

gs.error(

'[ECC_BR] Error: ' + ex,

'ECC_BR'

);

}

})(current, previous);

🌏ServiceNow Australia Release: A Closer Look at Workspace Lists & Forms

Juhi Poddar — Thu, 02 Apr 2026 03:40:45 GMT

If you have worked with ServiceNow long enough, you have probably heard this at least once:

💬 “Can this work a bit more like Excel?”

And honestly, it’s a fair ask. Excel is intuitive, flexible, and lets users interact with data in a way that feels natural.

With the Australia release, ServiceNow takes a significant step in that direction. The enhancements in Workspace Lists and Forms are not just UI upgrades. They fundamentally improve how users interact with data, analyze it, and collaborate more effectively.

In this article, I will walk through some of the updates that stood out to me and how they create real impact for both users and developers.

🧩 Rich Text Editor in Activity Stream

The Australia release introduces a rich text editor in the Activity Stream, allowing users to format Work Notes and Comments directly.

This is a simple but powerful improvement. Instead of plain, unstructured updates, teams can now present information in a more readable and organized way.

This is where structured communication makes a real difference.

Structured and readable updates using rich text formatting

You can access this feature by clicking the formatting icon available in the Activity Stream, which opens up options like bold text, bullet points, and structured formatting.

Note: This feature is not enabled by default.

⚙️ Enable the system property:

glide.ui.journal.use_html = true

This delivers immediate value and significantly improves the overall user experience.

🧩 Excel-like Formatting in Workspace Lists

One of the most noticeable improvements in the Australia release is how Workspace lists are starting to feel much more like Excel.

Users can now:

Reorder columns using drag and drop
Adjust column widths by dragging the edges

These interactions make a big difference in day-to-day usage, especially when working with large datasets.

Instead of relying on fixed layouts, users can quickly customize their view based on what matters most to them at that moment. For example, an agent can expand the Short Description field for better visibility or rearrange columns to prioritize fields like Priority or Assigned To.

Reordering and resizing columns for a more flexible and personalized list view

This reduces dependency on admins and gives users more control over how they interact with data.

🧩 Better Context with Column Pinning and Stage Visibility

Another area where the experience improves significantly is how users maintain context while working with large lists.

Users can now pin one or more columns to the start or end of the list, ensuring that key fields like Number and Priority remain visible even while scrolling across wide datasets.

This makes it much easier to navigate without losing track of critical information.

Access column options from the header menu to pin columns in the list

Columns can be pinned directly from the column header menu, and users can also unpin or reset the layout as needed.

Stage details visible directly in the list view for quick progress tracking

In addition to this, stage details are now visible directly within the list view, providing instant insight into where a record stands in its lifecycle.

No need to open every record just to understand progress.

🎯 For example, while working with Request Items, a fulfiller can pin key fields like Number or Requested For while scanning through multiple records. With stage details visible directly in the list, they can quickly identify which requests are pending approval, in fulfillment, or completed, helping them prioritize work more effectively without opening each record.

This helps teams stay oriented and work more efficiently at scale.

🧩 Data Visualization and Calculations on the Fly

This is where things get even more interesting.

Beyond interaction and navigation, the Australia release also introduces lightweight data insights directly within the Workspace list view.

Users can now:

📊 Visualize data directly in the list
🧮 Perform calculations like sums and averages

Users can now quickly visualize data and perform basic calculations such as sums and averages without needing to switch to reports or dashboards. This makes it easier to get immediate insights while working on records.

Quick insights with calculations directly in the list view

Quick insights with data visualization directly in the list view

This is especially useful when quick decisions are needed. A team lead can quickly assess workload distribution or identify patterns without leaving the list view.

By bringing insights closer to where users work, ServiceNow reduces the gap between viewing data and understanding it.

🌱 Closing Thought

What I appreciate about this release is how Workspace is evolving from just a place to manage records into a space where users can interact with, understand, and act on data more efficiently.

🔁 From interaction → context → insights → collaboration

These enhancements may seem small individually, but together they create a more intuitive and productive experience for both users and developers.

These features were also covered during the Developer Passport Week live session by @Earl Duque along with @Brad Tilton and @Maria Gabriela, where they walked through the enhancements and shared additional context around the updates.

🔗 I found the session helpful to understand the direction of these changes. You can check it out here: [Workspace List & Form Upgrades]

I regularly share learnings and updates from my ServiceNow journey. Feel free to connect with me on LinkedIn: [Juhi Poddar]

From Setup to Scale: Activate, Deploy, and Trust Your Agentic AI

Janet Achorn — Mon, 09 Mar 2026 21:42:03 GMT

Please take a look at the below series to see how to walk through your agentic AI deployment journey with ServiceNow. If you are at an AI Summit or going to one shortly, you know how important getting started can be - take advantage of this series to get ahead.

Prerequisites:

Now Assist entitlement AND
Zurich Patch 5 with Version 12.1.1 of Now Assist for IT Service Management OR
Yokohama Patch 11 with Version 11.3.2 of Now Assist for IT Service Management AND
AI Search enabled

Three sessions for each region, one hour each with expert presentation, demonstration of hands-on configuration guidance, open discussion and Q&A - live and interactive. Come and join us to get started on your journey!

Registration Link:

https://info.servicenow.com/ServiceNowExchange-AgenticAI.html

IT + Cloud + AI Fundamentals – The Foundation Every ServiceNow Professional Must Understand

PrasadShelar — Sun, 01 Mar 2026 19:45:48 GMT

Hello Community,

Before we start configuring tables, writing Business Rules, or building Flows in ServiceNow, there’s something more important — understanding the architecture behind it.

In this session, I explained the core foundations every aspiring ServiceNow professional should know:

• Application Lifecycle (Planning → Development → Maintenance)
• Web Architecture (Client → Server → Database)
• Cloud Models (IaaS, PaaS, SaaS)
• Why ServiceNow is SaaS
• AI & Generative AI in ITSM
• Real examples of Predictive Intelligence and Now Assist

Many learners jump directly into the platform. But when you understand how applications work behind the scenes, ServiceNow becomes much easier to grasp.

You stop seeing forms and buttons —
You start seeing tables, logic, and architecture.

This session is part of the Pro ServiceNow Developer Weekend Mentorship Program (Marathi).

Session 1: IT + Cloud + AI Fundamentals | ServiceNow Career Roadmap (Beginner to Developer) | (Marathi)

If you are beginning your ServiceNow journey or guiding freshers, this foundation session will help you build the right mindset.

Let’s build professionals — not just users.

#ServiceNow #ITSM #Cloud #AI #CareerGrowth #CSA #CAD

Debugging OIDC Single Sign-On feature in ServiceNow

Ambuj Tripathi — Sun, 18 Jan 2026 16:50:24 GMT

Hello Folks! Happy New year!

Introduction

As OIDC is picking up the pace as compared to the other options like SAML, its crucial to add more details around this specifically when it comes to debugging the OIDC flow.

In this article I am going to explain the OIDC SSO login debugging and a few other details. In the first section I will explain the basics of OIDC and how ServiceNow acts as a service provider in this case. In the second section of the article I have explained the detailed debugging steps.

OIDC Overview

OIDC (Open ID Connect) is the latest and modern identity protocol that is built on Oauth2.0.

Core Components: Here are the key components of standard OIDC flow -

Core Purpose: Authentication protocol that lets applications verify user identity without handling passwords
Key Components:

Identity Provider (IdP): The trusted service that knows the user (e.g., Google, Okta)
Relying Party (RP): The application that needs to verify user identity (ServiceNow here)
End User: The person trying to log in

Standard OIDC Flow:

How It Works:

User clicks "Login with Okta" on your app
App redirects to Google (IdP)
User authenticates with Okta
Okta sends back:
- Authorization Code + other details.
Relying party calls Okta API to get ID Token.
Relying Party establishes the session if ID Token is valid

ServiceNow as Relying Party:

OIDC flow if ServiceNow acts as Service Provider (Relying party) -

Initial Request

App redirects user to IdP with:
- client_id
- redirect_uri
- scope (e.g., "openid profile email")
- state (for verification)
- response_type=code

User Authentication

User logs in at IdP
IdP asks user to consent to requested scopes

Authorization Code Return

IdP redirects back to app's redirect_uri with:
- code (short-lived, one-time-use)
- state (same value for verification)

Token Exchange (Backend-only)

App server sends to IdP:
- Endpoint: /token
- code
- client_id
- client_secret
- redirect_uri
- grant_type=authorization_code
IdP returns:
- ID Token (JWT with user info)
- Access Token (Mandatory)
- Refresh Token (optional)

UserInfo Endpoint Call (optional, only if user provisioning enabled in servicenow)

App server sends to IdP:
- App uses Access Token to request additional user info
- Endpoint: /userinfo
- Headers Format: Authorization: Bearer <access_token>
IdP returns:
- Returns: Additional user claims about user

Debugging Setup

This section covers the step by step debugging of OIDC flow in servicenow.

Prerequisites

Below properties are required to make sure the OIDC is enabled in the instance

glide.authenticate.multisso.enabled com.snc.platform.security.oauth.is.active

Glide Properties controlling the OIDC feature debugging in -

glide.authenticate.multisso.debug

Once the debug property is enabled, the additional debug logs will start generating for the OIDC SSO flow. Just by enabling the above mentioned SSO debug property, we can get most of the details like the which SSO record getting selected for Authentication, redirection URL with scopes, the auth code getting sent from the IDP, the returned result of the back channel call and why exactly the flow failed if happening so.

Basic SSO Debug Logging

However, in case of failures, it may not present a clear picture since some of the transactions take place only in the back channel and no additional debug details are logged due to security reasons or due to heavy debug logs being generated by default.

As we have seen the OIDC flow for Servicenow, the first step is getting the auth code from IdP. This step is easy to debug, that is getting the auth code from the identity provider. As the action is performed between the IDP and browser client, auth code being received can be seen clearly in the browser URL. This step is complete once the IDP redirects the request to ServiceNow on the instance/navpage.do endpoint with Authcode and other parameters.

The next subsequent and important step is the back channel call in which ServiceNow hits the IDP token end point with the clientID, client Secret, AuthCode and other additional parameters. This is an outbound HTTP call to the IDP from ServiceNow which is a backchannel call (Server to server HTTP call) and to get the complete picture of what is happening behind the scene, two important debug steps to be taken -

Enhanced OAuth Utility Logging

Add debug logs in the OauthUtil script include to enable the additional debug logging. This is a relatively very simple step but its almost as effective as the other step next to it. The only case it fails into is when the outbound http request itself didn’t complete and failed for some reasons.

In this step, the idea is to add two debug statements in the OauthUtil script include and it requires appropriate access to edit both SSO configurations and script includes to make changes into it. Link of the script include is (instance to be replaced with actual servicenow instance)-

https://instance.service-now.com/sys_script_include.do?sys_id=3e3a3a11c333210016194ffe5bba8f70&sysparm_view=oauth_oidc_provider

Code change to be done to get additional debug logs -

postprocessAccessToken: function(accessTokenResponse) { var contentType = accessTokenResponse.getContentType(); if (contentType && contentType.indexOf('application/json') != -1) { var tokenResponse = (new global.JSON()).decode(accessTokenResponse.getBody()); gs.debug("DebugOIDC:Response: " + JSON.stringify(tokenResponse)); //DEBUG var paramMap = accessTokenResponse.getparameters(); for (param in tokenResponse){ paramMap.put(param, tokenResponse[param].toString()); gs.debug("DebugOIDC:param: " + param + ", Response: " + tokenResponse[param].toString()); //DEBUG } } },

Once this change is done, you need to set this script include into Oauth OIDC entity record:

Navigate to oauth_oidc_entity table, open the record corresponding to your OIDC IDP record (alternatively you can open the IDP record from the navigation, open the IDP record and navigate to the entity tab to get the same record).
Once on the OIDC Entity record form view, open the Oauth API script selector field, search for OauthUtil script record which you modified above and select it.

This will ensure the changes we did are now effectively getting applied and it would print the required debug details. Now reproduce the issue again, then open the system logs and search with "DebugOIDC" keyword to get the required debug logs like this:

Below mentioned information can be retrieved using this debug step -

Access Token, ID Token and other output parameters
Complete response output of the http outbound call made to the IDP.

Outbound HTTP Debug logging

As this back channel call falls under outbound http category, enabling the outbound http debug logs will give the complete details of the back channel call.

Outbound HTTP Properties List - https://www.servicenow.com/docs/bundle/zurich-api-reference/page/integrate/outbound-web-services/reference/outbound-logging-properties.html

Steps of enabling the debug properties and getting the debug logs -

Properties to bet set for debugging OIDC SSO flow -
- glide.outbound_http.content.max_limit = 2000
- glide.outbound_http_log.override = true
- glide.outbound_http.file.log.allow.all.fields = true
- glide.outbound_http.text.content_types = application/x-www-form-urlencoded
- glide.outbound_http_log.override.level = all
Once the above properties are set accordingly, navigate to All-> System Logs -> Outbound HTTP Requests. Log Table Name - sys_outbound_http_log
Apply the filter in table list view on URL hostname column with URL hostname of the IDP. Alternatively filter can be applied on the URL path with "token" keyword. The exact endpoint looks similar to this - https://trial-account.okta.com/oauth2/default/v1/token.
Once the exact http request has been identified, we can get the complete details from this like response status, failure reason, request parameters being sent from ServiceNow, response parameters being received etc. [refer to attached screenshots below]

Here is the sample request and response of a successful backchannel call:

Request -

Response -

Security Considerations & Cleanup Procedures (Must read) -

1: The second step is only required/helpful if

either the backchannel call fails, in which case you may not get the complete details.
or you are not able to/don't want to make the changes into the script include mentioned above. However, you can revert the changes made into that script anytime to avoid any issues further.

2: The debug properties/http outbound logs/other customisations done in any of the scripts must be switched off due to below reasons.

It continues to print ID token/Access token and other sensitive details in the debug logs.
Debug log occupies additional disk space.

Happy debugging!

Cheers!

CSM - technical checks and test cases to prevent performance challenges

Yonghui Zhong — Wed, 14 Jan 2026 11:17:42 GMT

Context:

1. Customer is asking for technical checks and test cases for ServiceNow platform, before moving to production.

2. This is more proactive test cases and code level checks before moving to Performance Load Test where customer is using Selenium for regression test and WPT for load running checks.

3. There are few specific modules that previously has performance challenges, like:

- Manager Landing Page

- Case load

- Shipment ID Search

- Case search

Questions: are there any test cases or checks that customer's technical team can do such that they are able to catch the performance issues on code level first before moving to performance load test?

Scripting, Performance, and Queries, OH MY

TheManMythLgnd — Tue, 23 Dec 2025 20:08:35 GMT

One of the things I've found over the years pretty frequently is the question from junior devs asking about how they can make their 'code' more performant.

There's stuff everywhere and I haven't seen one place that has these little tips and tricks so here we go!

1. Use get().

Seriously use get() where you can. If you have the sys_id for an object and are just trying to return one record this is super easy peasy. You don't even HAVE TO HAVE A SYS_ID. You can use a unique value!

Here are some examples for how to use it!

I can return a specific record:

var gr = newGlideRecord('incident'); gr.get('ENTER-SYS-ID-HERE');

I can try to return a specific record and if it doesn't find it, do something:

var gr = newGlideRecord('incident'); if(gr.get('ENTER-SYS-ID-HERE')){ //do something because it found the record } else { //do something else because you didn't find the record }

I can use a specific field that holds a unique value:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.get('number', incNumber);

2. Use setLimit()

If you are scripting out a query and need to return 1, single record: use setLimit( 1 ). If you are trying to return 10 records, use setLimit(10). This means that you are not going to query the entire table for that result and that means that it'll return faster!

Here are some examples for how to use it!

If I want to return 1 record:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.addQuery('number', incNumber); gr.setLimit( 1 ); //spaces added for web formatting - remove the spaces between the 1 and the ( ) gr.query();

If I want to return any 10 records for a query:

var ci = 'OfficePC2'; var gr = newGlideRecord('incident'); gr.addQuery('cmdb_ci', ci); gr.setLimit(10); gr.query();

3. Short-circuit

Using the boolean || will allow you to 'short-circuit' your logic. This means that if you evaluate whether A or B = 1, if it evaluates A = 1, it'll skip B allowing for faster processing.

For example, if you are doing this:

if (name.startsWith('a')){ return true; } else if (name.startsWith('b')) { return false; } else if (name.startsWith('c')) { return true; }

You can instead do this:

if(name.startsWith('a') || name.startsWith('c') ){ return true; } else { return false; }

Now, if you're talking about queries, here's what ServiceNow has to say:

Common reasons for slow queries

A query has too many OR conditions (for more information, see Contains queries and domain access). In the domain hierarchy, place the user or a domain at a hierarchy level where contains or visibility is not needed.
The query method is not the domain path query method (for more information, see Domain paths query method😞 If you are not using the domain path query method, contact Customer Service and Support.
A query needs a database to be indexed so you can see what is in the database quickly. If you can identify the slow query, run the "explain plan" to see if there are options for indexing available. The "explain plan" is a function of SQL that shows the query and what is going on with it.

Understanding User and Group Administration in ServiceNow

Abhishek_Thakur — Fri, 07 Nov 2025 12:34:34 GMT

🔹 Introduction

User and Group Administration is one of the most fundamental aspects of managing access and responsibilities in ServiceNow. Every ServiceNow Administrator should have a strong understanding of how users, groups, and roles work together to control access and define responsibilities across the platform.

In this article, we’ll cover:

What is a User in ServiceNow
What is a Group in ServiceNow
How to create Users and Groups
How to assign Roles
Best practices for managing Users and Groups

👤 What is a User in ServiceNow?

A User in ServiceNow represents an individual who has access to the instance. Each user record holds key details such as:

Name
Email
Department
Roles
Manager
Active status

Users can be internal employees, external partners, or customers — depending on how your instance is configured.

🧠 Tip: It’s always good practice to deactivate user accounts that are no longer required to maintain security and system cleanliness.

👥 What is a Group in ServiceNow?

A Group is a collection of users organized based on department, role, or function (e.g., IT Support, HR Team, Change Management Team).

Groups are often used for:

Assigning approvals
Distributing tasks
Managing user access collectively

🔄 Example: Instead of assigning the “ITIL” role to every Service Desk agent individually, you can assign it once to the Service Desk Group. Every user added to that group will automatically inherit the assigned role.

🛠️ How to Create a User

Navigate to User Administration → Users
Click New
Fill in the required details like User ID, Name, Email, etc.
Click Submit
Assign roles as needed using the Roles related list

🧭 How to Create a Group

Navigate to User Administration → Groups
Click New
Enter Group Name and Description
Add Members (Users) to the group
Assign Roles to the group if necessary

🧩 Assigning Roles to Users or Groups

Roles define what actions a user or group can perform within the ServiceNow instance.

You can assign roles directly to a user or indirectly through group membership.
Assigning roles via groups is often more efficient, especially for teams with similar access needs.

💡 Best Practices

✅ Assign roles through groups whenever possible — it’s easier to manage and audit.
✅ Regularly review inactive users and remove unnecessary access.
✅ Keep user and group naming conventions consistent for clarity.
✅ Document role assignments for governance and compliance.
✅ Avoid giving admin-level roles unless absolutely required.

🎥 Watch the Video Tutorial

If you’d like to see a step-by-step demonstration, check out my latest YouTube video where I walk through:

Creating users and groups
Assigning roles
Understanding inheritance
Implementing best practices

📺 Watch here: https://youtu.be/Ci8cHg-k4Vs

🏁 Conclusion

Proper management of Users, Groups, and Roles in ServiceNow ensures secure access control and smoother operational management. Following best practices will not only simplify administration but also strengthen compliance and data integrity within your instance.

Understanding Import Sets in ServiceNow — Step-by-Step Guide

Abhishek_Thakur — Mon, 03 Nov 2025 19:49:22 GMT

When working with data in ServiceNow, there are often situations where we need to import external data—such as user details, assets, or configuration items—into the platform.
This is where Import Sets come into play. Import Sets provide a powerful mechanism to bring external data into ServiceNow.

What are Import Sets?

An Import Set in ServiceNow provide a powerful mechanism to bring external data into ServiceNow.

⚙️ Steps to Work with Import Sets

1️⃣ Data Load

You can import data into ServiceNow from external sources such as Excel, CSV, XML, or via a direct integration.

Navigate to System Import Sets → Load Data.
Choose your data source (e.g., Excel file).
Upload the file and define a staging table where the data will be temporarily stored.

👉 After loading, ServiceNow automatically creates a staging table with the prefix u_ that contains all the imported records.

2️⃣ Create a Transform Map

A Transform Map defines how data moves from the staging table (source) to the target table (destination).
To create a Transform Map:

Navigate to System Import Sets → Create Transform Map.
Select your source table (staging table) and target table (e.g., incident, cmdb_ci_computer, u_employee_details, etc.).

Now, map the fields between the two tables.
You can use either:

Auto Mapping Assist — Automatically maps fields with matching names.
Mapping Assist — Allows you to manually define the mapping for each field.

You can also include Transform Scripts for additional data manipulation during the transformation process.

Note: - Once, field is mapped either via mapping assist or Auto Map Matching Fields at right you observe a "Coalesce" by default the value is false. You can make it to true for any field it defines the uniqueness of the records to prevent from duplicity. In case, for instance, if you need to update some existing data in system, then you can make "Coalesce" for any field and based on that it will serach for the records, if with that uniqueness record found, that it will update the existing record else it will create new record.

3️⃣ Run the Transform

Once the mapping is ready, you can execute the transform to move data from the staging table to the target table.

Click Run Transform.
Review the Transform History to verify if all records were successfully inserted, updated, or ignored.

🧠 Key Concepts

Concept	Description
Staging Table	Temporary table created to hold imported data before transformation.
Target Table	The destination table where the final data is stored.
Transform Map	Defines how fields from the staging table map to the target table.
Coalesce	A feature that ensures no duplicate records are created during transformation.

🪄 Example Scenario

In this demonstration, I imported user data through an Excel sheet into a staging table.
Then, I created a transform map to move the records into a custom target table. Using Auto Mapping Assist and Mapping Assist, I mapped the respective fields and ran the transform successfully to populate my target table with clean data.

💡 Best Practices

Always review imported data in the staging table before transforming.
Use Coalesce on unique fields like "email" or "username" to prevent duplicates.
Test mappings in a development or test environment first.
Regularly clean up old staging tables to maintain system performance.

🎯 Conclusion

Import Sets are an essential feature in ServiceNow for bringing external data into the platform efficiently and securely.
By mastering data loads, transform maps, and field mappings, you can streamline your data migration and integration processes effectively.

📺 Watch the complete video tuttorial: https://youtu.be/seQQhti93WY?si=yIjRol-1bUTgpnsP
Learn visually how to import data from Excel, create transform maps, and perform transformations with mapping assists.

🧭 Understanding Lists and Forms in ServiceNow: A Complete Guide to Configuration

Abhishek_Thakur — Sun, 02 Nov 2025 09:53:10 GMT

When working with ServiceNow, Lists and Forms are the two primary interfaces through which users interact with data. Whether you’re managing incidents, requests, or custom tables, mastering how to configure Lists and Forms can make your instance more intuitive, user-friendly, and aligned with your organization’s processes.

In this article, we’ll explore what Lists and Forms are, why they’re essential, and how you can configure them effectively in ServiceNow.

🔹 What Are Lists in ServiceNow?

A List in ServiceNow represents a set of records displayed from a table. For example, when you open the Incident module, you see a list of all incident records. Lists are not just data views — they are powerful tools that allow filtering, sorting, and editing records directly from the interface.

Key Features of Lists:

Displays records in a tabular format.
Supports powerful filters, breadcrumbs, and sorting options.
Can be customized to show relevant fields for different users or roles.

🔹 What Are Forms in ServiceNow?

A Form in ServiceNow is used to view or modify a single record from a table. Each record you open from a list will appear in a form layout. The form organizes fields logically, helping users capture and manage data efficiently.

Key Features of Forms:

Displays individual record details.
Supports UI Policies, Client Scripts, and Business Rules.
Allows configuration through Form Designer or Form Layout & Form builder.
Can include related lists for connected records (like Tasks, Attachments, or Notes).

⚙️ How to Configure Lists in ServiceNow

Customizing a list layout helps tailor data visibility according to your needs.

Steps to configure a list layout:

Navigate to the list you want to configure (e.g., Incident > All).
Right-click on the list header and select Configure → List Layout.
Add or remove fields from the available options.
Reorder columns by dragging them up or down.
Click Save to apply your changes.

✅ Pro Tip: You can also use Personalize List Columns (gear icon) to create a user-specific view without changing the global layout.

🧩 How to Configure Forms in ServiceNow

There are three main ways to configure forms in ServiceNow — Form Layout and Form Designer

Using Form Layout:

Open any record (e.g., an incident).
Right-click the header → Configure → Form Layout.
Move fields between the Available and Selected columns.
Save the layout to update the form.

Using Form Designer:

Right-click the header → Configure → Form Designer.
Drag and drop fields onto the form.
Organize sections and tabs for better usability.
Click Save when done.

✅ Pro Tip: Use Form Designer for a visual, drag-and-drop interface, especially when dealing with complex forms or multiple sections.

🧠 Best Practices for Configuring Lists and Forms

Keep layouts simple and consistent across tables.
Display only relevant fields to reduce clutter.
Use related lists to improve navigation between related records.
Apply UI Policies and Client Scripts to enhance user experience.
Regularly review configurations as processes evolve.

🏁 Conclusion

Lists and Forms are the backbone of the ServiceNow user experience. Understanding how to configure them empowers administrators and developers to create a streamlined, efficient interface for end users.

By applying the right configurations, you can enhance data visibility, reduce complexity, and ensure users interact with the platform efficiently.

If you’re looking for a visual walkthrough, check out my latest YouTube video:
🎥 “Mastering Lists & Forms in ServiceNow | How to Configure Lists and Forms”

Maintaining ServiceNow Proficiency: Why Consistent Practice Matters

Edward Rosario — Wed, 22 Oct 2025 20:23:20 GMT

In the ServiceNow ecosystem, technical skills are perishable. Administrators, developers, and implementers who step away from the platform for even a few months often find their confidence — and capability — begin to fade. This phenomenon reflects a broader truth in technology: knowledge retention depends on consistent application.

The Reality of Skill Decay

Passing certifications such as the Certified System Administrator (CSA) or Certified Application Developer (CAD) demonstrates foundational understanding, but without practical engagement, those skills weaken over time.

This isn’t unique to ServiceNow — it’s a cognitive reality. Concepts that are not reinforced through repetition and real-world application are gradually replaced by new information or forgotten entirely. In a platform as dynamic as ServiceNow, where releases occur twice a year and features evolve rapidly, inactivity compounds the learning gap.

Commonly observed signs of skill decay include:

Slower recall of scripting syntax and GlideRecord methods
Difficulty navigating or recalling module structures
Reduced confidence when troubleshooting or creating new solutions
Hesitation to adopt updated best practices

Why Certifications Aren’t Enough

Certifications validate comprehension at a point in time, but retention requires engagement. A professional may fully understand Flow Designer or Access Controls during exam prep, but without ongoing use, that understanding becomes theoretical rather than practical.

The most effective ServiceNow professionals treat certifications as entry points — not endpoints. Continuous learning, sandbox experimentation, and project work transform credentials into sustained expertise.

The Importance of Active Learning

To prevent knowledge loss, ServiceNow professionals should prioritize active learning — the deliberate process of applying, analyzing, and adapting skills in real contexts.

Practical methods include:

Using a Personal Developer Instance (PDI): Regularly log in and experiment with new platform capabilities.
Rebuilding Use Cases: Recreate a workflow, catalog item, or business rule from memory to reinforce process logic.
Incremental Relearning: Dedicate time to reviewing one concept per day — such as ACLs, Flow Designer actions, or data modeling.
Tracking Platform Updates: Review release notes and documentation for each biannual update to stay aligned with new features.
Peer Collaboration: Join study groups or peer sessions to maintain accountability and share learning insights.

These small, consistent actions compound into long-term retention.

Staying Relevant as the Platform Evolves

As ServiceNow continues to emphasize low-code and automation-first design, platform specialists must evolve alongside it. Understanding the ecosystem’s direction — toward standardized configurations, AI-assisted workflows, and process optimization — ensures that skill-building aligns with industry needs.

Professionals who stay engaged with both the technical and strategic sides of the platform remain adaptable and in demand.

Key Takeaways

Practice sustains proficiency. Without hands-on engagement, ServiceNow knowledge fades quickly.
Certifications are only the beginning. Continued experimentation and platform use are required to retain real-world effectiveness.
Small daily actions make a difference. Consistency, not intensity, is the foundation of long-term retention.
Stay aligned with platform evolution. Understanding ServiceNow’s roadmap helps focus your learning on the right skills.

Final Thought

In ServiceNow, proficiency is a moving target — maintained not by what you’ve learned, but by how often you apply it. Consistent practice isn’t just a recommendation; it’s the key to staying relevant in a rapidly changing digital workflow ecosystem.

Step-by-Step Guide to Contributing to Hacktoberfest Level 1 Code Snippets

Juhi Poddar — Mon, 06 Oct 2025 07:28:17 GMT

In this article, I’ll walk you through a step-by-step process to successfully contribute to a Hacktoberfest Level 1 Code Snippet project. 🧩

All you need is:

A GitHub account
Some creative ideas 💡
And your enthusiasm to contribute and grow together 🚀

Step 1: Open the Original Repository

To begin your Hacktoberfest Level 1 contribution, open the official Code Snippet repository where all contributions are made.

👉 Click here to open the repository

Step 2: Fork the Repository

Click on Fork in the top-right corner of the repository page (as shown in the screenshot).
This will create a copy of the repository under your GitHub account where you can make your changes.

A page appears after clicking Fork:

A photocopy of the original repository is now available in your GitHub account for you to work on. 🎉

Step 3: Create a New Branch

Click on the Branch -> New branch

Type a name for your new branch (for example, my-first-contribution), and make sure the source is the code-snippet-copy repository and the main branch.

Once the branch is created, you’ll see it listed under branches. Click on your newly created branch (e.g., my-first-contribution).

Step 4: Sync Your Fork

Verify that you’re in the correct branch before you start contributing. Sync your fork to make sure it’s up to date with the latest changes from the original repository. Click on Sync fork → Update branch in your GitHub fork.

Step 5: Make Your Contribution and Commit Changes

Before you start, make sure to read the README and CONTRIBUTING file thoroughly to understand the guidelines and best practices for contributing. This will help ensure your contribution is correct and accepted.

Add your code snippet or update the file as required.
Once done, click Commit changes, add a short and meaningful commit message, and save your work.

Step 6: Create a Pull Request

Once your changes are committed, go back to your code-snippet-copy repository.
You’ll see a Compare & pull request button. Click on it to start submitting your contribution. 🚀

Step 7: Submit Your Pull Request

After clicking Compare & pull request, the Open a pull request Page appears.

Verify the repositories:

Enter the title to your pull request
The description is already filled, so simply check the checkbox if required.
Click Create pull request to submit your contribution. ✅

Step 8: Contribution Submitted

Congratulations! Your contribution is now submitted. 🎉

For your next contribution, simply:

Go back to the main branch of your repository.
Create a new branch from it.
Start your next set of contributions following the same steps.

Keep contributing, learning, and growing together! 🚀

Happy Hacking!

If you found this guide helpful and want me to create similar step-by-step guides for Hacktoberfest Level 2 and Level 3, please leave a comment below. I’d love to help you continue your Hacktoberfest journey! 🚀

Things To Know About Changing Your ServiceNow Profile Email Address

David — Tue, 23 Sep 2025 23:56:42 GMT

Switching jobs or using a new personal email address? Chances are you may need to change the email address associated with your ServiceNow Profile at some point. While you’ll still have access to some of your data, there are some key changes to your profile on different ServiceNow properties.

In this article you’ll learn what happens to your Community data when you change your account email address and tips for saving your Community content.

To understand how profile data changes across ServiceNow properties, read the following KB articles:

ServiceNow University (sign in not required to view)

Partner Portal (sign in required to access this article)

Universal Profile (sign in not required to view)

Merging my email accounts (sign in not required to view)

What happens when I change my email address?

When you first create an account, a unique ID gets generated and becomes associated with the email address you used to sign up. This ID is used to identify you across ServiceNow properties. A new ID gets assigned to your new email address any time you change it, and the data associated with your old ID moves over to your new ID before the old ID gets deleted.

Why doesn’t all my Community data move over?

The Community site runs on a third-party platform which does not currently support merging accounts or transferring all content and activity from one account to another. (The company responsible for the platform is aware of this limitation and we’re working closely with them to prioritize this in the future!)

Each piece of content is tied to the original ID it was created under and cannot be reassigned. The system views switching emails as changing ownership.

This also impacts gamification features like badges and leaderboard rankings that depend on the original account. Since the platform was not designed to handle these changes, merging accounts is not supported, and only data from one account can be retained when changing emails.

What data does not move over?

All content associated with your old ID does not get moved over. Content you created with your old ID gets disassociated with your account and lives on under a “Community Alum” byline.

Here’s a scenario that illustrates what this looks like.

For example, Developer Bob was employed at Home Depot and used a Community account with the email bob.lastname@homedepot.com, which had accumulated two years of activity, including questions, replies, and badges.

After moving to Lowes, Bob's new administrator created a Now Support account for him with the email bob.lastname@lowes.com. When Bob accessed Community while logged into Now Support, a new profile was automatically created using his Lowes email. Without realizing it, Bob used this new account and earned some badges by participating in discussions over the next month. Later, he noticed he was not using his original Community account.

Upon logging back into his initial account, Bob attempted to update his email from bob.lastname@homedepot.com to bob.lastname@lowes.com, leading to a conflict because the email was already associated with the newer Community profile. As a result, his account was temporarily blocked. He receives an automated email which explained he could update his email address, but the data linked to the newer Community profile would become inaccessible unless he first changes the email on the newer account, allowing for a smoother transition. If Bob agrees, the Community support team would proceed with the requested change.

What should I do if I want to keep my old content?

If you’re planning on changing your old email address and want access to your old content, we recommend saving a copy of your content (like articles, blogs, and accepted solutions) so you can republish it once you’ve changed your email. We do not recommend saving all your comments or questions.

Where can I change my email address?

When logged into a ServiceNow property, locate your account settings:

On Now Support, SN University, Partner Portal, MyNow, or Impact go to Universal Profile.

On ServiceNow.com or Community click here

Before you can save, you will see the following screen. You will need to accept the terms for the change to be complete:

SN data center locations

Geo92341 — Tue, 23 Sep 2025 16:13:32 GMT

Hi SN teams,

Any one have the most recent SN data location jpeg?

Thanks

George

Scripting, Performance, and Queries, OH MY

Ryan_Gillespie — Tue, 23 Dec 2025 20:02:26 GMT

One of the things I've found over the years pretty frequently is the question from junior devs asking about how they can make their 'code' more performant.

There's stuff everywhere and I haven't seen one place that has these little tips and tricks so here we go!

1. Use get().

Here are some examples for how to use it!

I can return a specific record:

var gr = newGlideRecord('incident'); gr.get('ENTER-SYS-ID-HERE');

I can try to return a specific record and if it doesn't find it, do something:

var gr = newGlideRecord('incident'); if(gr.get('ENTER-SYS-ID-HERE')){ //do something because it found the record } else { //do something else because you didn't find the record }

I can use a specific field that holds a unique value:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.get('number', incNumber);

2. Use setLimit()

Here are some examples for how to use it!

If I want to return 1 record:

If I want to return any 10 records for a query:

var ci = 'OfficePC2'; var gr = newGlideRecord('incident'); gr.addQuery('cmdb_ci', ci); gr.setLimit(10); gr.query();

3. Short-circuit

Using the boolean || will allow you to 'short-circuit' your logic. This means that if you evaluate whether A or B = 1, if it evaluates A = 1, it'll skip B allowing for faster processing.

For example, if you are doing this:

if (name.startsWith('a')){ return true; } else if (name.startsWith('b')) { return false; } else if (name.startsWith('c')) { return true; }

You can instead do this:

if(name.startsWith('a') || name.startsWith('c') ){ return true; } else { return false; }

Now, if you're talking about queries, here's what ServiceNow has to say:

Common reasons for slow queries

A query has too many OR conditions (for more information, see Contains queries and domain access). In the domain hierarchy, place the user or a domain at a hierarchy level where contains or visibility is not needed.
The query method is not the domain path query method (for more information, see Domain paths query method😞 If you are not using the domain path query method, contact Customer Service and Support.
A query needs a database to be indexed so you can see what is in the database quickly. If you can identify the slow query, run the "explain plan" to see if there are options for indexing available. The "explain plan" is a function of SQL that shows the query and what is going on with it.

38 Feature of 38th Release - Zurich

Dr Atul G- LNG — Mon, 04 Aug 2025 10:12:28 GMT

Video Link: https://youtube.com/live/YIDLs6UoeUA?feature=share

Playlist Link: https://www.youtube.com/playlist?list=PLi0Ik1xCDEbKxFhjDMMINC8gJI3O_Tpxv

Quick docusign setup with document templates in the HRSD

DeepakV76228068 — Thu, 04 Sep 2025 15:15:39 GMT

Hi Everyone,

This document provides instructions for setting up DocuSign and enabling external signing through document templates in the HRSD module.

Required Plugins:

Document Template Integration with DocuSign
Document Template
Human Resources Scoped App: Core

Configuration Steps for DocuSign Spoke

Create a DocuSign Developer Account
In the Admin tab, navigate to ‘Connect’.
Create a new ‘Custom’ configuration.
Fill in the following details:
a. Name: Enter your instance name or any preferred identifier.
b. URL to Publish: https://{instance_name}.service-now.com/api/sn_docusign_spoke/docusign_webhook
c. Event Settings:
- Data Format: Legacy
- Event Message Delivery Mode: Aggregate
- Trigger Events: Envelope Sent, Envelope Delivered, Envelope Signed/Completed, Envelope Declined, Envelope Voided
d. Integration and Security Settings:
- Select Include Basic Authentication Header and provide the ‘admin’ username and password.
Click on Apps and Keys:
a. Under Authentication, add the Secret Key and save it for later use.
b. Additional Settings:
- Redirect URIs: https://{instance_name}.service-now.com/oauth_redirect.do
c. Save the configuration.

Configuration Steps in the ServiceNow Instance

Download the setup folder.
Import all XML files provided in the setup.
Open the script in the Background Scripts module.
Update the specified values in the script, then run it.
Assign the ‘sn_docusign_spoke.docusign_admin’ role to the ‘admin’ user.
Navigate to /oauth_2_0_credentials_list, open the DocuSignCreds entry, and click Get OAuth Token.
Go to /sn_docusign_spoke_accounts_list and click Get Accounts. (Refresh the page you should be able to see a record).

Testing the Flow

Create an HR case with the HR Service ‘Verification of Employment’.
Remove the Document Template category and select the DocuSignHTML template that was imported.
Ensure that the ‘Opened For’ user has a valid email address linked to the HR case.
Change the case state to Work in Progress.
Preview the document and initiate the Document Task.
You should see a Document Task created.
Open the document, sign it, and after a few seconds, the Document Task should automatically close

Let me know if you face any issue.If the blog helped, please give it a like.

Note:

If you are using Rest in Event setting then please include Recipients from Include Data as shown below.

Convert Knowledge Article to PDF in Servicenow Script (Article Body Field to PDF Generation)

Sohail Khilji — Tue, 15 Apr 2025 08:58:33 GMT

Servicenow PDF Generation Script

servicenowpdfgeneration

Line 2 : Replace sys_id with your KB sys_id or make it dynamic as needed

Last line : replace sys_id with your sys_id or make it dynamic as needed

pagePorperties : Update the page properties as required.

var gr = new GlideRecord('kb_knowledge'); gr.get('6b7c4bba93bc26108af172ba2bba1006'); var html = gr.getValue('text'); var pageProperties = { HeaderImageAlignment: 'LEFT', PageSize: 'A4', GeneratePageNumber: 'false', TopOrBottomMargin: '72', LeftOrRightMargin: '50' }; new sn_pdfgeneratorutils.PDFGenerationAPI().convertToPDFWithHeaderFooter(html, 'kb_knowledge', '6b7c4bba93bc26108af172ba2bba1006', 'your_pdf_name_temp', pageProperties );

#servicenowpdf #pdfgeneration #servicenowpdfgeneration #servicenowpdfscript #converttopdf