Community Central forum topics

CIS-DF on Personal Account While Other Certifications Are on Client Account – Do I Need to Merge?

GOPI GADDAM — Tue, 25 Aug 2026 14:00:43 GMT

Hi everyone,

I currently have the following certifications associated with my client/organization ServiceNow account:

I recently completed my CIS-DF certification using my personal ServiceNow account/email ID.

My concern is about merging the two accounts. If I merge my client/organization account with my personal ServiceNow account, I understand that my certifications may be transferred to the surviving account, but I may lose access to the client/organization portal and its associated company/partner entitlements.

Therefore, I would like to clarify:

Do I need to merge my CIS-DF certification into my client/organization account immediately, or can I keep CIS-DF on my personal account while my other certifications remain on the client account?
If I keep the two accounts separate for some time, will there be any impact on the validity, maintenance, Delta requirements, or certification history of CIS-DF or my other certifications?
Is there any official deadline by which CIS-DF must be associated with the same account as my other certifications?
If I eventually want all my certifications (CSA, CAD, CIS, and CIS-DF) under my personal account, what is the recommended process to do this without losing my client/partner portal access or entitlements?
Would linking my personal account to the organization be a better option than merging the accounts in this situation?

I would appreciate guidance from anyone who has dealt with a similar situation, especially from a ServiceNow representative or someone familiar with the current certification/account-merging process.

Thanks in advance!

Password reset

Becalicool — Mon, 24 Aug 2026 16:51:30 GMT

I want to reset my password. However I get the message a verification will be sent to a phone number ending in 1234 but those last four numbers are wrong!

How can I correct this so I can reset my password?

Is there another way to reset it?

Thanks.

need a pop up like do you need to create knowledge article with yes or no option

srinivasg06 — Mon, 24 Aug 2026 15:22:10 GMT

current behaviour in csm/fsm workspace when a case Status is moved to 'expired in 30 days' it will show a pop up to create knowledge article instead of that i need a pop up like do you need to create knowledge article with yes or no option,if user click yes it need to redirect to knowledge link and if clicks No should stay on this page only.

Validate group member with lodged in user and set field value make read only

vinnus — Mon, 24 Aug 2026 09:30:59 GMT

GIVEN the user is a member of the a group and check user is current logged in user
WHEN the user opens the record producer then Field one choice set to specific value and make field ready only

Can we have Customize Value KPI in CIO Dashboard

AMAR2001tiwari — Mon, 24 Aug 2026 05:56:47 GMT

We are trying to build CIO Dashboard,

The Overview pillar in the Value KPI can we customize some metrics apart from OOB formulas.

Can anyone suggest if they have done any metrics addition apart from OOB in Value KPI in CIO dashboard..

ECC queue and unavailable MID agent behavior for a script step and action

Daniel Savard — Fri, 21 Aug 2026 18:41:40 GMT

Hi everyone,

I ran into a strange behavior when a SN subflow execute and is launching an action which must execute a powershell script on a MID server and the MID server itself is down for whatever reason.

It seems in this case, the action doesn't complete and the subflow execution is interrupted without handling the error at all. I included three screenshots to show you the behavior.

The consequence is the subflow cannot handle the error and do what it should to recover or enable recovery when the MID agent will be available again.

Also, my side question about this. Is there a way to find the ECC queue entry for the target MID agent from the SN Action to replay it?

Why can't we copy/paste images?

amdavis — Thu, 20 Aug 2026 18:11:25 GMT

in the year of our lord 2026 why do we still have to drop images or browse files to attach/upload - would love if the platform would allow for flexibility to paste snipped images instead of having to save the image and upload.

SNOW and Digital Twins

deepalisahn — Thu, 20 Aug 2026 06:32:47 GMT

Hi,

How can we use SNOW as an operational platform around a Digital Twin

How to create Sprint on ServiceNow PDI?

MahimaA — Thu, 20 Aug 2026 03:16:43 GMT

I want to practice on ServiceNow PDI about how BA create sprint, Eoic, story and user stories and all.... how can I practice that..

Editing My Own Questions and Replies

Dinesh Chilaka — Wed, 19 Aug 2026 08:06:05 GMT

Hi everyone,

Is there a way to get permission to edit my own Questions and Replies on the ServiceNow Community?

I currently don’t see the Edit Post option on my contributions. Is there any specific role or permission required to enable this?

Thanks!

knowledge portal search showing catalog forms?

Suzy_Hyslip — Tue, 18 Aug 2026 18:43:15 GMT

How do I stop my knowledge portal search from showing catalog forms?

Looking for custom field's to OOB alternatives in ITSM

sahanupama — Tue, 18 Aug 2026 12:51:48 GMT

Looking for OOB feature for ITSM module, WHat is the best approach to look for OOB standard fields

I wanted to configured Agent mobile pplication

harshal001 — Tue, 18 Aug 2026 10:56:32 GMT

Hi,

I have a new requirement for the ServiceNow Agent Mobile App. I need to create either an Incident widget or a Quick Link that allows users to raise an incident directly from the Agent Mobile App.

I currently have very little understanding of Agent Mobile App configuration and setup.

Could you help me understand:

How Agent Mobile App configuration works in ServiceNow?
Which Application Scope should be selected for this development?
How to create a widget or quick link to raise an incident from the mobile app?
Are there any best practices or recommended approaches for Agent Mobile customization?

Any guidance, examples, or documentation references would be greatly appreciated. Thank you.

Access to Certification Exam

algir — Mon, 17 Aug 2026 18:35:20 GMT

I read there is a way to access the certification exam for free, that there is an interest form somewhere. Is anyone able to provide me with further information on this matter?

ServiceNow: Extract Flagged Work Notes and Activity Log Data in a Report

AmrutaP79040408 — Mon, 17 Aug 2026 13:07:05 GMT

Hi everyone,

I’m working on a requirement to create a Legal Request report where users should be able to include only the flagged Work Notes from the Activity Log.

So far from my investigation:

Flagged Work Notes are stored in the OOB sys_activity_supplemental table.
The relevant fields in this table are:
Payload – contains values such as "api_version":"1" and "flag":true, which indicates the activity is flagged.
Event ID(string type) – references the sys_id of the journal entry(sys_journal_field).
Document ID(string) – references the element_id in the (sys_journal_field) table.

Using these fields, we can establish the relationship between the flagged activity, the journal entry, and the related record.

Current approach :-
I created a custom table to establish the relationship between sys_activity_supplemental and the Journal table.
I then created a report on the custom table.
With this approach, I am able to extract the flagged Work Notes.

However, I’m looking for an alternative OOB/best-practice approach, if one is available.

**Additional requirements**

There are some additional requirements that the current approach does not fully address:

Assess the feasibility of extracting other Activity Log information based on the activity types selected in the filter, such as:
Additional Comments
Attachments
Other Activity Log entries

Also the extracted Work Notes should be plain text without HTML tags.
Currently, when Work Notes are extracted, they contain HTML tags/formatting that needs to be removed.
Ideally, the solution should support the Activity Log filtering requirements without maintaining a separate custom table.

Is there any OOB functionality, reporting approach, or recommended architecture that can achieve these requirements without creating a custom table?

In particular, I’m interested in knowing how others would approach:

Identifying flagged Work Notes from sys_activity_supplemental.

Using Event ID → Journal sys_id to retrieve the corresponding journal entry.
Using Document ID → Journal element_id to identify the related record.
Extracting additional Activity Log information such as Additional Comments, Attachments, etc.
Applying the same activity filtering available in the Activity Log.
Converting the extracted Work Notes to plain text without HTML.

The custom-table approach works for extracting the flagged Work Notes, but I’m not sure if this is the recommended solution, especially considering the additional Activity Log requirements.

Has anyone implemented something similar or can suggest a better OOB/best-practice approach?

Any suggestions would be greatly appreciated.

Seeking a ServiceNow mentor

MilosDjorovic — Mon, 17 Aug 2026 09:28:40 GMT

Hello i am a IT ServiceDesk admin with 6+ years of experience. I recently started in a new company where the ticketing system is ServiceNow, little by little i started doing some ServiceNow changes, improvements, administration so i was wondering if there are any Mentors available that can boost my learning time as i am suppose to take on a ServiceNow admin role in the near future.

recoding to failed task

KeerthikaL — Sun, 16 Aug 2026 14:13:19 GMT

i did my task correctly but its not validating my task its just showing task failed but the task done by me was correct , i request you to check it once and validate my task .

What advice would you give to someone transitioning from a nontechnical background?

Muna Hassan-Sey — Sat, 15 Aug 2026 23:05:28 GMT

My journey began through RiseUp Program. At first, terms such as business rules, tables, workflows, and access controls felt unfamiliar. I often questioned whether I belonged in technical conversations.

I eventually realized that I was not starting from nothing. My military experience taught me how to understand processes, manage risk, solve problems, lead teams, and work with different stakeholders. I simply needed to translate those experiences into the language of technology.

A few practices were especially helpful:

Reading job descriptions and asking myself, “How have I already done this in my career?” The setting and terminology may have been different, but many of the underlying skills were the same.
Conducting informational interviews with people already working in my target roles. Their insights helped me understand the daily work, identify skill gaps, and make better career decisions.
Last but not least, embracing the community. The ServiceNow Community has been tremendous throughout my journey. Whether I was studying for the CSA, preparing for interviews, translating my previous experience, or learning to believe that I belonged, the community supported me. Over time, I stopped feeling like I was simply trying to find my place. I began to feel like these were my people.

Today, I work as a ServiceNow consultant, business analyst, and Scrum Master. I am still learning, building, and expanding my functional and technical knowledge.

If you are a veteran or career changer entering ServiceNow, give yourself permission to be a beginner. Practice in the platform, learn from people already doing the work, and embrace the community.

Most importantly, don’t discount the experience you already have.

What advice would you share with someone beginning their ServiceNow journey?

How to easily query RITM variable values

bakers — Mon, 17 Aug 2026 15:28:59 GMT

I've posted an update set on the ServiceNow Developer Share site. It is a solution to easily view all variable values submitted across all catalog request items, including the ability to filter and drill down on any items you want. The solution is named RITM Variable Values.

Screenshot:

Dashboard and sharing reports

SimonHind — Fri, 14 Aug 2026 14:40:35 GMT

Hi,

i need advice on my Dashboard

I have created a dashboard, given editing rights to the dashboard of 2 users

they both have editing rights to the reports, but they still cannot edit my dashboard or edit the reports I created and shared on the dashboard

they both have in their roles

report_admin
report_alias_admin
report_global
report_group
report_publisher
report_scheduler
report_user