New board topics in Releases and Upgrades

What plugin is required only for Adobe and Microsoft in SAM Pro

amit_kishore — Wed, 24 Jun 2026 13:44:09 GMT

Hi All,

We have a requirement to enable and configure only Microsoft and Adobe (SaaS + On-Prem) for endpoints. Could someone please guide us on how to enable the plugin specifically for these two publishers along with Workspace?

Additionally, please share the list of prerequisites and required fields to be populated in the Software Install table from SGC-SCCM and SGC-JAMF, as these applications are used for endpoint discovery on laptops and desktops

Regards,

Amit

Unable to get a PDI in the Australia instance

smilinrobin — Wed, 24 Jun 2026 12:57:13 GMT

Ive requested a PDI on the Australia release, but havent got it in the last 24 hours. Anyone else facing the same?

Time worked field timer not working when field is read-only in Australia release (works in Zurich)

HarshaSeetha — Wed, 24 Jun 2026 13:42:55 GMT

Hi,

I’m facing an issue with the Time Worked field on the Incident form and would appreciate your help.

What I have done:

I brought the Time worked field onto the Incident form.
Then, I configured the Time Worked field to be read-only(using UI Policy) on the Incident table.

Issue:

When the field is marked as read-only, the timer inside the Time Worked field stops working (it does not count time) in the Australia release Patch 2 instance.

Observation:

I tested the exact same configuration in a Zurich release Patch 2 instance, and there the timer continues to work correctly, even when the field is read-only.

So,

Is there any known limitation or behavior change in the Australia release regarding the Time Worked field timer?
Is there a recommended way to make the timer work while keeping the Time worked field read-only?
Are there any scripts, UI policies, or configurations that could fix this?

Has anyone come across this ? Any suggestions to fix or work around, this would be really helpful.

Thanks in advance!

Upgrade Plans/Upgrade Console

Jonathan102 — Tue, 23 Jun 2026 15:28:38 GMT

Can anyone share any helpful information on upgrade plans. I am working my way through the guided upgrade and the documentation I am finding is not helpful. I have somehow created an update plan that looks to just have a bunch of applications. Some of them show errors. I don't know what to do with the errors or what this upgrade plan is even used for. Do I just manually update the applications individually like I always do or is this upgrade plan supposed to do them all at once? How do I get rid of errors and apps that I don't want updated.

Thanks!

Problem Migration Run Checks Failing Due to UI Action After Australia Upgrade

Folac — Mon, 22 Jun 2026 22:59:49 GMT

Hi, I’m reverting Problem customizations back to out-of-the-box. This worked fine in lower environments before, but since upgrading to the Australia release, the Problem migration Run Checks step fails with a UI Action error.

I’ve tried multiple fixes but can’t clear the blocker, so I’m unable to proceed. This issue is occurring across all sub-prod instances. I’ve also raised a ServiceNow HI ticket, but no resolution yet.

Has anyone encountered this issue? How did you resolve it?

PAYMENT METHOD

MadhuG318776651 — Mon, 22 Jun 2026 19:34:57 GMT

Hello

I need to change the method payment in my account, I can't find any link where to do it. Anyone that can help me?

Unable to retrieve Approvals after Australia Path 3 hotfix 1 - Calling script includes from a filter

NathanD42583966 — Mon, 22 Jun 2026 18:11:14 GMT

Hello,

We recently updated to Australia Patch 3 Hotfix 1, and we're noticing an issue with approvals. More specifically, calling script includes via filters.

When vieweing Pending approvals for time cards, one of the filters is calling: Approver List > Contains > javascript&colon;new TimecardAjax().getUserandDelegators()

We noticed that we are getting a NULL value when atttemping to pull the information. When going to 'My approvals', under Service Desk, we are getting the same result. The filter here is. Sys_id > is > javascript&colon;new ApprovalDelegationUtil().getOnlyDelegatedApprovals()

We debugged, and the TimecardAjax & Approval delegationUTil are working. It seems to be more related to calling the script includes. We're still investigating. Curious if anyone else is seeing this.

'Dashboards Overview' UI element is missing in my instance after Australia upgrade

SumajRajNk — Mon, 22 Jun 2026 16:05:03 GMT

Hi Community,

We had 'Dashboards Overview' UI element in our instance till Zurich release but after upgrading to Australia release, we are unable to see the 'Dashboards Overview'. Is it possible to customize and bring it back?

Smartsheet to Service Now with Dual Credit Users

martinrita — Mon, 22 Jun 2026 13:47:31 GMT

We will be discontinuing Smartsheet and utilizing Service Now with Dual Credit Students. Has anyone done this before?

NEED A JOB AS SERVICENOW ADMINISTRATOR/ BUSINESS ANALYST

UlrichN — Sun, 21 Jun 2026 00:20:12 GMT

Hello Everyone, I am a ServiceNow Developer/ Administrator/ Business analyst with 5 years of experience in ITSM, CSM, Flow Designer, Integrations , Service Portal, and Service Catalog. also with 4 years experience in DEVOPS Engineer. I hold a CSA certification and i am looking for new opportunity

Implementing Employee Relations module

TBird — Fri, 19 Jun 2026 14:38:21 GMT

We’re currently on Employee Center Pro, but we have not activated the Employee Relations module yet. We’re now considering turning it on and would love to hear from others who added it after their initial ServiceNow implementation.

A few things we’re trying to understand:

Implementation approach — If you enabled Employee Relations later, did you use an implementation partner or handle most of the setup internally?
Configuration effort — We plan to build most of the forms and workflows ourselves. How complex was the configuration in practice?
Timeline expectations — How long did it take from activation to go‑live?
Lessons learned — Anything you wish you had known before turning it on?

We’d really appreciate any insights from teams who added Employee Relations after going live with ServiceNow. Thanks in advance for sharing your experience!

Technical Project Management

zanah — Fri, 19 Jun 2026 13:35:33 GMT

i am beginning the course on TPM advise for me as a new

Service portal search bar issue

VishnuvardhM — Fri, 19 Jun 2026 03:16:38 GMT

Hi everyone,

My instance version is in Australia right now. In serviceportal, if admin user search anything on search bar it's showing results. However non admin user searches anything in search bar, it's not showing any results.

Could anyone provide solution for this issue?

K2 Help Desk - Knowledgebase Reverted to Draft State Notifications

Pragna9 — Thu, 18 Jun 2026 16:49:05 GMT

K2 Help Desk - Knowledgebase Reverted to Draft State Notifications

We have two issues with ServiceNow notifications regarding KB articles being reverted to draft state.

1. The first issue is that many of them are going to our RingCentral skills, which is artificially inflating contact numbers that we use to bill our clients, and which delay our team from doing billable work.
We have observed these notifications going to the following client skills: ABC Law, Applegate and Thorne, ArentFox Schiff, Banner and Witcoff, Bodman, Bredhoff Kaiser, Croke Fairchild, Crowe and Dunlevy, DC Advisory, Dechert LLP, Feldesman Leifer, Hall Estill, Irell and Manella LLP, Kahana Feld, Krieg Devault, Legal Aid Society, Mark G Anderson Consulting, McGlinchey Stafford, Merchant and Gould, Michael Best, Nuclear Threat Initiative, OHagan LLC, Patterson Belknap, Patzik Frank and Samotny, Phelps Dunbar, Quarles and Brady, Sherman Howard, Solomon Partners, Wiggin and Dana, Wilcox Savage.

We ask that no KB notifications be sent to any email address with the k2helpdesk.com domain.

2. The second issue with these reverted to draft state notifications is that most of them are erroneous.
They are being sent even when the KB is not being reverted to draft state. The three most recent examples are KB0034250 for Wiggin, KB0038090 for Phelps and KB0019892 for Irell.
What appears to be happening is that when a lead checks out a KB it creates a temporary sub-version, then when the KB is published the sub-version triggers a reverted-to-draft-state notification while the actual new version is published as a major version. For example with KB0034250, Sabrina Posey checked out the article which created version v22.01. When she published it was created as v23, but v22.01 triggered the reverted to draft state notification, even though the article itself was published successfully, and version v22.01 does not remain in draft state. Please let me know if you wish to discuss this.

Need solution:

any idea why that might be happening

Adding story to cwm task board

DanielBlauvelt — Thu, 18 Jun 2026 15:44:43 GMT

I have noticed some issues when trying to add a story to the task board in the cwm workspace. The main one is that the start and end date fields do not populate in the list view, and they also cannot be edited. My understanding of this is that rm_story and sn_cwm_task (record type that is being displayed in the list) records use different fields for start and end date. It looks like sn_cwm_task uses expected_start and due_date for the start and end date fields, and rm_story does not have an equivalent for those fields (it has those same field names, but they are Date/Time types and not Date, like for sn_cwm_task). You can update start and end date from the sn_cwm_board record itself, but I noticed that if you changed short description from the record, the change is not reflected in the list view in the cwm. It is unclear to me how fields are being mapped from the story to the sn_cwm_task record. Also, you cannot modify the start and end date from the gannt view for stories. As far as I can tell, this is all just ootb functionality, but it feels awkward. Has anyone come up with workarounds for these issues?

Upgrade management console

Jonathan102 — Thu, 18 Jun 2026 13:36:32 GMT

Hi,

Question about the new upgrade management console. I have been playing around with it and I am running a few ATF's currently. For all past upgrades, I go to Upgrade History/System Upgrades after an upgrade to review/compare skips. Will I still have that option available when using the new upgrade console? I don't want to get tied to just using the console.

Thanks,

Jonathan

Process Guides for Australia

Suzy_Hyslip — Thu, 18 Jun 2026 12:19:12 GMT

Can someone tell me if there are Incident, Problem, and Knowledge process guides for the Australia release and where they are located? Thanks.

Set Coral Theme As Default in Zurich Release

Arjit Gourav — Thu, 18 Jun 2026 11:50:15 GMT

Hello All,

Our instance has been upgraded to Zurich.

However, we can observe that Polaris theme remains as a default for all of the users which we want it to be changed to Coral Theme as a default theme for all of the users.

Any inputs how can we achieve that?

Regards,

Arjit

why its showing waiting list from last 12 days

snowclass63 — Thu, 18 Jun 2026 04:33:45 GMT

i request for new PDI but its keep showing wait list. what should i do?

List of items to be backed up before instance upgrade

dassan — Wed, 17 Jun 2026 13:31:50 GMT