Guided Learning: ITSM fundamentals topics

Notification

Query1 — Mon, 15 Jun 2026 12:24:43 GMT

I have a question regarding ServiceNow notifications If a notification is configured to send to both Assignment Group Members and the Assignment Group Email and the group email distribution list contains the exact same users as the assignment group members for example users A B and C will those users receive duplicate emails

How to Attach a Profile Photo to a Newly Created User Using Script?

VENKATASAMPATH — Thu, 11 Jun 2026 11:18:28 GMT

Hi Team,

I am looking for a script-based approach to attach a profile photo to a newly created user (sys_user).

My instance does not have a user_image table. I would like to know how to associate a profile photo with a user record using a script.

Requirements:

Create a new user record in sys_user using a script.
Attach or associate a profile photo with the user through the same script.
If the photo is stored as an attachment, how can it be copied from an existing record to the newly created user using a script?
Is there a supported API or recommended method to set the User Photo field through scripting?

Could someone provide a sample script or guidance on the recommended approach?

Thank you.

Knowledge Article Approval Email Notification

sseverance — Mon, 08 Jun 2026 13:20:45 GMT

Hi folks! We have noticed that we do not have email notifications set up to send the author of a knowledge article an email when their knowledge article has been approved and is published. Can someone please point me in the direction for where this logic lives so we can put this functionality in place. We do have an email notification in place for when the knowledge article is rejected. Thanks!

to create a problem through incident

nitinku — Mon, 08 Jun 2026 09:29:13 GMT

Hi, I want to create a problem through an incident, like if I am getting more than 10 incidents with some same configuration, then the problem will be automatically created.

So, for this, I have to create business rules and make custom logic for this functionality, or we have some out-of-the-box things to get the work done.

Thank you...

selecting multiple options in one variable

mchandra — Wed, 03 Jun 2026 10:55:50 GMT

Hi There,

recently i am practicing catalog items building. and i got stuck to create one variable, i want to multiple options in one variable, when its come to service portal user can select two or three options at a time in single variable.

i have search for that type throughly but i dint get, please give suggestions if anyone know this. and i am using latest zurich version.

How to evaluate List Collector values in Flow Designer and trigger approval based on keyword

prudhvi67 — Sat, 30 May 2026 14:02:20 GMT

Hi Team,
I have a requirement in ServiceNow Catalog + Flow Designer and need some guidance.

Scenario:
I have two List Collector variables in a catalog item:

Variable A (List Collector)
Variable B (List Collector)

Both variables reference the same table and store multiple selected values (sys_ids).

Requirement:
When a user submits the request:

If any selected value (from either List Collector) contains a specific keyword (e.g., "Network")
- > trigger an approval step

If no such values are selected
- > skip the approval

What I implemented:

Created a Flow Variable (String)
Used Set Flow Variables - > Scripted mode
Wrote a script to:

Loop through List Collector values
Retrieve display values using GlideRecord
Store matching values in an array
Return the final values as a comma-separated string

Script Used:

var values = [];

var appPerm = fd_data.trigger.request_item.variables. my_variable_a + '';
var delPerm = fd_data.trigger.request_item.variables.my_variable_b + '';

Flow Variable - > contains "network"

Expected Behavior:

Approval should trigger only when values containing "Network" are selected
Should not trigger for other values

How to Copy paste keeping original format in knowledge Center

sharayuwank — Mon, 25 May 2026 12:07:55 GMT

How to Copy paste keeping original format for the text in the knowledge Center.

On Portal, when a contact trying to rest/forget password we are getting error

gazalagrawa — Wed, 13 May 2026 10:09:35 GMT

When a user is trying to reset a password or use forgot password we are getting below error. I have verified login page it is at OOB version. It is working fine in one instance but not in another. I do not remember any customization done on it, I believe everything is OOB. How to debug the issue?

How to use ServiceNow Log Export Service (LES) to send log data to Dynatrace?

AbhishekS720296 — Wed, 29 Apr 2026 13:47:28 GMT

Hi Community,
I got a task and would like guidance on sending ServiceNow log data to Dynatrace using ServiceNow LES(Log Export Service).
Can someone guide me in the process or provide me with some resources for the same.

ServiceNow Platform Implementation (Yokohama) course

ParijitN3331647 — Wed, 15 Apr 2026 07:25:48 GMT

Hello. I am doing the ServiceNow CIS ITSM course. In this, I am on the ServiceNow Platform Implementation (Yokohama) course. I am not able to move forward from the step where I have to goto Now Create and follow the instructions give in the document to download and upload project files. The given instructions do not match with the new layout and options of current Now Create portal. Please help.

User Fields are not auto populating while creating catalog form

aravind1patil1 — Thu, 09 Apr 2026 03:09:04 GMT

Dear ServiceNow Community friends, please help if you can

I had below issue, if you can check and provide the solution. It is really great help & appreciate your response

I am creating a catalog form & below is the requirement

While filling the catalog item form, these fields should be auto populate from the user table

1. Department

2. Position Title

3. Email

Where as it reflects: Department ID, with its 'sys_id', but not with its value. I have attached the screenshot (Issue.jpeg) for your reference, please check. Position Title & Email id is not reflecting too

I have also used client script. Attached two screenshots, (Script1.jpeg & Script2.jpeg) please check. Seems there is some conflict with these two scripts. When I activate each one separately, its sys_id is reflecting, when activated both its not working at all.

Your help is highly appreciated

Thanks

How does archiving works?

gazalagrawa — Sun, 22 Mar 2026 11:37:52 GMT

We have a requirement to archive accounts (customer_account) and all related cases and contacts. To achieve this I was trying to create an archive rule but the account table is not available for selection. How does this archiving process works? Do I need to enable some property to have this table for selection? Is there some other step which need to be performed before creating archive rule

Parallel task creation under one RITM with different assigment group using decision table.

NadeeshR — Tue, 17 Mar 2026 07:25:46 GMT

Parallel task creation under one RITM with different assignment group using decision table using dynamic value variable form list collector selection by requester.

Report to capture unique "phrase" by unique user

Shree Nag — Fri, 13 Mar 2026 15:42:03 GMT

Hello,

Appreciate any help in advance.

I need to create a report to get a number of incidents by user where a phrase "abc def" is put in either resolved by notes or in additional comments.

I did create a database view for incident and sys_journal_field to capture

element, element_id and value from sys_journal_field table and

Close_notes, description, resolved _by,sys_id, assigned to, number from incident table.

When a user is entering the phrase in resolved by, the report captures one entry of the incident umber in the report.

If the user enters the phrase in additional comments and resolved by, the report is capturing the number twice.

By accident if the user entered the phrase in additional comments twice. It needs to capture only once.

I need the incident number to be displayed only once, even the user enters the phrase in either resolved by notes or additional comments.

Please do help.

Thank you for your time.

Where should I start when implementing a CMDB from scratch with data currently in Excel?

FervilR — Thu, 12 Mar 2026 22:12:24 GMT

Hello everyone,

I am currently involved in a ServiceNow implementation project and we are planning to build our CMDB from scratch. At the moment, most of our infrastructure and application inventory exists in Excel files maintained by different teams.

Before starting to populate the CMDB, I would like to understand what the recommended approach is when starting from this type of situation.

Specifically, I would appreciate advice on the following:

What should be the first steps before importing any data into the CMDB?
Is it recommended to clean and structure the Excel data first, or should we focus on defining the CMDB data model and governance before importing anything?
What is the best way to migrate data from Excel to the CMDB (Import Sets, IntegrationHub ETL, or another approach)?
How should we handle data ownership and validation when multiple teams manage different datasets?
Are there best practices to avoid creating duplicate or inconsistent CIs during the initial population?

Our goal is to build a reliable CMDB that aligns with ServiceNow best practices (CSDM, IRE, reconciliation rules).

Any guidance or lessons learned from similar situations would be greatly appreciated.

Thank you in advance for your help.

ServiceNow university, "ServiceNow Administration Fundamentals" Lab 4.3.1, not able to download

aravind1patil1 — Thu, 12 Mar 2026 05:26:20 GMT

Dear Community Friends

Apologies for long message. Please help if you can, Thanks in advance.

I am using ServiceNow Corporation University.

Going through topic: ServiceNow Administration Fundamentals

Lab 4.3.1 says: Import HHD hardware data. Video is playing very fast about 1 min 36 seconds only

But it shows time required: 30-35 min

Files needed: Infinitydata.xlsx and Infinity-updates.xlsx

I am confused, how to get the detailed steps to follow and along with these required files

Where & how to download these files.

Your help is highly appreciated.

Thanks much & awaiting for response.

Deletion option stays On in Favorites Navigation bar

pamelaskiba — Fri, 06 Mar 2026 18:37:10 GMT

1. Click on Favorites Navigation bar.

2. Notice all the X's are visible on all Favorites (for deletion).

Thank you for your support in advance!

Unable to import XML

Cecilia Serenka — Sat, 28 Feb 2026 13:38:21 GMT

I'm taking the CIS-ITSM Now Learning course. I'm facing issues with uploading an XML onto my instance. I'm receiving an error that the uploaded file type conflicts with organizational policy. Any suggestion on how I can resolve this issue so I can continue with my course?

Does the Badge Reader in Walk‑Up Experience perform login or just check‑in?

Harbhjans — Sat, 28 Feb 2026 10:53:25 GMT

Hi everyone,

I’m trying to understand how the Badge Reader Integration works with Walk‑Up Experience. When a user scans their badge at an on‑site Walk‑Up, I’m not sure whether this action:

1️⃣ Logs the user into ServiceNow,

2️⃣ Simply identifies them and checks them into the Walk‑Up queue.

While reviewing the documentation, I found several points that suggest the badge reader is only used for check‑in, not for authentication or login.

Badge Reader Integration for Walk-up Experience • Zurich IT Service Management • Docs | ServiceNow

Time out using ASK for Approval Due date

Meroda Gezahegn — Fri, 27 Feb 2026 02:17:50 GMT

Hi all,

I’m using Flow Designer with an Ask for Approval action on RITMs. I set a 2-minute timeout, expecting that approvals with no response would change from Requested to No Longer Required.

However, after timeout, the approval records in sysapproval_approver remain Requested.

I was checking changing the due date with cancel and reject it is similar please help