Community Central forum topics

On - call scheduling workflow issues

Abhiram4 — Sun, 11 Oct 2026 10:52:25 GMT

Hi everyone,

I'm working on a ServiceNow on-call notification setup using the OOB On-Call Assign subflow and a 3rd party integration to initiate calls to on-call users.

Currently, when integration calls the user, it plays a text message and disconnects. I want to implement an acknowledgment mechanism after the call is generated, so ServiceNow can identify whether the user has acknowledged the alert.

For example, if the Primary user does not acknowledge the alert within 5 minutes, the system should escalate to the Secondary user, followed by the Tertiary user if necessary.

My main question is: How can I configure acknowledgment after an outbound call is initiated .Should the user press a key on the phone (DTMF), or is there an existing ServiceNow OOB feature or configuration that supports this?

I would appreciate any guidance on the recommended approach and how to implement it with minimal custom scripting.

Thanks in advance!

Personal development instance is very slow and unable install free plugin in austrlia

Rajesh101 — Sun, 11 Oct 2026 06:05:39 GMT

Hi Team .
I am unable to install plugin and performance of PDI (dev423023) is very slow ,could you please help on performance.

Basic Authentication is disabled and Token Based Authentication and OAuth is disabled in Zurich

sriram-v — Fri, 09 Oct 2026 13:37:59 GMT

Post Upgrade of my Tenant , I have lost access to make API calls from outside to my SaaS Personal instance completely ,it was working fine all these years but it has stopped working since the Upgrade to Zurich Tenant , all possible ways of making API calls with Basic Authentication is disabled and Token Based Authentication and OAuth is disabled in Zurich Tenant.

csdm data foundation dashboard

darioferro — Thu, 08 Oct 2026 07:38:48 GMT

In csdm data foundation dashboard, do I hawe to work first on high priority metrics, even if they are yellow or do I have to work first on metrics red even if the priority is low? Since it is a question for Data Foundation Certification, where can I find a document answering this question?

Expired Personal ServiceNow Developer Instance

Sentinel3PC — Wed, 07 Oct 2026 21:01:02 GMT

Hi ServiceNow Team,

we're unable to access our Personal Developer Instance dev405083. Could you please help restore or reassign this instance, if possible? we need it for development and testing activities.

Thank you for your help.

Regards,
3pCL Team

KB0832200

darioferro — Wed, 07 Oct 2026 08:03:22 GMT

I cannot access KB0832200 since it is not allowed for my role. How can I get access to KB0832200?

In the Incident record, under the Related Records section, there is an Impacted Services/CI related

mahaboob6 — Tue, 06 Oct 2026 11:55:02 GMT

In the Incident record, under the Related Records section, there is an Impacted Services/CI related list that contains the Operational Status and Restoration Time fields. The Restoration Time field is populated when the Operational Status is changed from Non-Operational to Operational. However, the updated value is displayed only after clicking the Refresh icon in the related list.

How to create a 3-column vertical checkbox layout in Service Catalog

pinintisrav — Mon, 05 Oct 2026 12:49:52 GMT

Hi everyone,

I am trying to display a list of 63 checkboxes in a Service Catalog item. I want them to display in three vertical columns, flowing top-to-bottom (Column 1: items 1–21, Column 2: items 22–42, Column 3: items 43–63).

Currently, using Container Start -> Split -> End layouts forces the variables to display horizontally (left-to-right across rows) instead of filling the first column vertically.

What is the best way to achieve a clean vertical multi-column layout for a large number of checkboxes without manually mixing up the variable order numbers?

Thanks!

Unable to create servicenow PDI acount

SrinivasS218965 — Mon, 05 Oct 2026 03:43:20 GMT

Hello Servicenow Team,

I am trying to create a Servicenow PDI through Servicenow Deveoper portal Since a week, But i am unable to create instance.

Regards,

Srinivas Sunkara

Capturing KRI information using Metrics for risks

JBashta — Sun, 04 Oct 2026 06:14:37 GMT

Hi I want to use GRC to manage KRIs and metrics and struggling to work out how to set it up properly.

I have multiple risks and each risk has one or more KRIs against it. Each year we capture data for those KRIs and we identify the trend (improving, deteriorating or neutral). We also report on the risk appetite tolerance - is it within tolerance, outside of tolerance or within short term tolerance.

I am confident I should be using Metric Definitions but I can't work out how to put the tolerances in the for each KRI so that the system tells us when if it's within or out of tolerance and also show the trend over each period. I want to be able to set it up and have the system send it to the risk owner each reporting period so they can update their data and we can report on the trend and tolerance rating

Can someone please point me in the right direction or share some learning links with me - I'm struggling to find sufficient information to help me progress.

Simulator Task Failed: Impersonate User step not validating in Next Experience lab

IgnacioSanc — Sat, 03 Oct 2026 15:09:05 GMT

Hi community,

I am working on the "Welcome to ServiceNow" course, specifically the "Tarea de Next Experience, navegación y acceso" lab.

My account details:

Name: Ignacio Sánchez
Email: ***

I am having trouble getting the simulator to validate the Impersonate User step.

Here is what I did:

Logged into the instance as System Administrator.
Selected Impersonate User from the User Menu.
Impersonated the Platform User (platform.user).

Even though I am performing the actions while impersonating platform.user (and not as Admin), clicking "Validate Task" keeps returning Task Result: (Failed).

I am attaching a screenshot showing the error message and the instructions provided in the simulator for reference.

Is there a known issue with the simulator registering the platform.user impersonation session, or a specific workaround required for this step?

Thanks for your help!

MCP Server promoted from Dev to Prod still points to the Dev instance URL

Subhash Velpula — Fri, 02 Oct 2026 05:17:47 GMT

Hi everyone,

I’m working on a custom MCP server that we created using the MCP Server Console in our Dev instance. We promoted it to our Prod instance, but after the deployment, the Server URL in Prod is still pointing to the Dev instance.

Has anyone come across this behavior before?

What is the recommended approach here? Should we use a Fix Script to update the Server URL in Prod, recreate the MCP server directly in Prod using the Console, or is there a specific way to regenerate the URL based on the Prod instance?

Would really appreciate any guidance or best practices from anyone who has worked with MCP Server Console deployments across instances.

Thanks in advance!

Servicenow certification transfer

RoshaniB — Thu, 01 Oct 2026 09:46:07 GMT

Hi,As I will be leaving the organization shortly, I would like to transfer my learning records and certifications associated with my company email/account to my personal email account so that I can continue to access them after my departure.

I will still require access to my company account for some time before my last working day. Could you please advise me on the process for transferring or associating my learning and certification records with my personal email while maintaining access to my company account until my last working day?

Not able to access servicenow KB article

sash_machiraju — Wed, 30 Sep 2026 18:41:08 GMT

I was going through this documentation for Sidebar (https://www.servicenow.com/docs/r/conversational-interfaces/sidebar/exploring-sidebar.html) and wanted to check out KB article KB1213249.

I am getting the below message when i try to open the link.

Discovering the ServiceNow Agile capability

granthamel — Tue, 29 Sep 2026 10:55:38 GMT

Q1: Where do I explore the ServiceNow Agile capability?
Q2: Is this aligned to the SCrum.Org Scrum Guide?

SNPI Story 1 - Build a Scoped HHD Application

Akshara A — Tue, 29 Sep 2026 10:51:12 GMT

I am getting this error when I click on create button, can someone please help me on this

Some side headings in Brazil release version documentation are not in English

AMMANAV — Mon, 28 Sep 2026 13:39:33 GMT

In brazil release documentation, some side headings are not in English.
Example: https://www.servicenow.com/docs/r/it-service-management/problem-management/configuring-problem-mgmt.html
https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-activities-response-generation.html

Is it same for you all or is there any settings I need to fix from my end?

Remote Instance Creation Fails with 401 Unauthorized – “Invalid insert”

VasagnanesG — Mon, 28 Sep 2026 10:51:49 GMT

Authentication to remote instance failed

Check saved username and password

Error Message

Invalid insert

Remote Instance Creation Fails with 401 Unauthorized – “Invalid insert”

Hi ServiceNow Community,

I am trying to create a Remote Instance connection from one ServiceNow instance to another ServiceNow instance.

While creating the Remote Instance, I am receiving the following error:

Error:

Authentication to remote instance failed

Method failed:
(https://dev405790.service-now.com/sys_properties.do?SOAP&displayvalue=all&redirectSupported=true)
HTTP/1.1 401 Unauthorized with code: 401

Check saved username and password

Error Message:
Invalid insert

Environment

Source Instance: ServiceNow instance from which I am creating the Remote Instance
Target Instance: dev405790.service-now.com
Connection Type: Remote Instance
Target endpoint being accessed:
sys_properties.do?SOAP&displayvalue=all&redirectSupported=true

What I have checked

The target ServiceNow instance is accessible through the browser.
The credentials have been verified.
I can log in to the target instance using the credentials.
I re-entered the username and password while configuring the Remote Instance.
The target instance is active and accessible.

However, the Remote Instance creation still fails with:

HTTP/1.1 401 Unauthorized

followed by:

Invalid insert

Question

What could be causing the 401 Unauthorized response when ServiceNow attempts to access the target instance's sys_properties.do?SOAP endpoint?

Are there any specific requirements for:

Remote Instance authentication
User roles/permissions on the target instance
SOAP/Web Service access
Basic Authentication
ACLs on sys_properties
System properties that need to be enabled
Integration user configuration
Authentication restrictions or MFA/SSO settings

Could someone please provide the correct configuration steps for creating a Remote Instance connection between two ServiceNow instances and explain what needs to be configured on the target instance?

Any guidance on troubleshooting the 401 Unauthorized and Invalid insert errors would be greatly appreciated.

Thank you.

How to determine if ServiceNow slowness is caused by the platform or the user's network?

KaueC — Mon, 28 Sep 2026 10:39:04 GMT

Hi everyone,

We are investigating cases where users report slowness while using ServiceNow, and we would like to determine whether the issue is related to the ServiceNow platform or to an external factor, such as network latency, packet loss, VPN, proxy, etc.

We found the "Browser Response Time" feature, which provides metrics such as:

Response Time
Network Time
Server Time
Browser Time
DOM Processing

For example, we have a transaction with:

Response: 3326 ms
Network: 75 ms
Server: 1963 ms
Browser: 1288 ms

Our questions are:

Can the "Network Time" metric be used to identify or indicate network-related problems experienced by the end user?
Is Browser Response Time available for all ServiceNow interfaces/pages, or are there limitations depending on the UI or type of transaction?
Is there any ServiceNow out-of-the-box feature, table, metric, or dashboard that can help determine whether a user's slowness was caused by:
- ServiceNow server/application processing;
- Database processing;
- Browser/client-side processing;
- Network connectivity between the user and the ServiceNow instance?
What would be the recommended approach to correlate a user's reported issue (user + timestamp) with ServiceNow performance data?

We also have network monitoring data available through Splunk, including packet loss and other network metrics. Our goal is to correlate the ServiceNow transaction/performance data with the network data to help identify the root cause of reported slowness.

Any recommendations or best practices would be greatly appreciated.

Thank you!

Unable to view any of the labs

ITTechAndres — Sun, 27 Sep 2026 00:19:30 GMT

As I was watching the videos, I saw it was mentioning a lab towards the end of the video but when I look at the side bar where the modules are, there was not any lab modules for me to select. Maybe I am doing something incorrectly, but please help. I attached a screenshot.