All Community Central forum posts

Re: Unable to create servicenow PDI acount

yashkamde — Mon, 05 Oct 2026 05:39:06 GMT

I will recommend first check whether your Developer Portal account is active and whether you already have an existing instance assigned to your account.

Also, try :

logging out/in
clearing browser cache or using an incognito window

and then request the instance again from the Manage Instance section.

If the issue persists, please share the exact issue you’re getting while requesting the PDI.

If my response helped mark as helpful and accept the solution.

Re: Unable to create servicenow PDI acount

Aditya_hublikar — Mon, 05 Oct 2026 04:40:19 GMT

Hello @SrinivasS218965 ,

What is exact issue are you facing ?

You can refer this video for requesting new pdi .

https://youtu.be/S1FTcq5omPs?si=gp6hUPGapSRss3KO

Re: Accessing API Key Stored in External Vault (CyberArk/CCP) from Script Include

bandarunave — Mon, 05 Oct 2026 04:12:33 GMT

Hi @Shahjay
Thanks for your reply , But I'm not supposed to use flow designer as it costs the transaction of the flow designer

Strictly we need to use only script include .

Re: Unable to create servicenow PDI acount

Tanushree Maiti — Mon, 05 Oct 2026 04:06:10 GMT

Hi @SrinivasS218965

Did you request for Brazil version instance.

If yes,

Try to request Australia PDI and then upgrade it to Brazil.

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

Tanushree Maiti — Mon, 05 Oct 2026 03:52:06 GMT

Hi @IgnacioSanc

Please share the validation error message that your are getting once you click on Validate Task.

Also re-validate your steps to check this video.

https://www.youtube.com/watch?v=Jn9_9opCrUI&t=28s

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.

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

Hemanth M — Sat, 03 Oct 2026 16:24:52 GMT

Hi @IgnacioSanc ,

We can't see any error message in your screenshot, it only shows the impersonate pop up. Please upload the error message and any instructions so we can assist you!

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!

Re: Servicenow certification transfer

Tanushree Maiti — Thu, 01 Oct 2026 16:37:48 GMT

Hi @RoshaniB

1. Log in to your new Now Learning account in Servicenow University link: https://nowlearning.servicenow.com/.

2. Follow KB article : Merging my email (accounts),transfer certifications, badges to new email

Quick Access: To merge multiple email addresses or ServiceNow IDs associated with your profile, access the 'Merge Email' page directly: Merge Email

Alternatively, you can access the same functionality manually by following the steps below.

Merging your ServiceNow IDs

Log into ServiceNow University with your current email address. For assistance, refer to Sign In (Log In) to ServiceNow University.
Select My profile and settings under your profile icon. Your profile icon is located in the top right of the screen with your first name initial. Your personal profile screen displays.

Refer to the image below for location of the Update My Profile link.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
On your Profile tab, select ServiceNow ID & Contacts.
Select Merge achievements link. The Merge achievements panel displays, indicating currently logged in as, and additional information. This is a 3-step process that includes: Enter email, Verification, and Submit.

Refer to the image below for location of ServiceNow ID & Contacts and Merge achievements.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Review the considerations listed carefully. Select either Yes to continue with request submission or No to continue later.
NOTE: With this update, you will retain all personal data. Any associated company data will not transfer.

Refer to the image below for the layout of the considerations before proceeding with Merging your ID.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Enter the new email address you want to use in the Enter alternate ServiceNow ID field. The Next button is now selectable.
NOTE: Moving forward, you will use this new email address to log in to ServiceNow sites.
Select the Next button. The verification screen displays.

Refer to the image below for the layout of the entering your alternate ServiceNow ID.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Enter the verification code sent to your email used as your alternate ServiceNow ID. The Verify button is now selectable.
NOTE: If you are unable to access your email, please select the Show other verification options link. Then, enter the password associated with your previous account. Once this step is completed, you will see the available verification options listed. Please select the appropriate option from the dropdown menu. For detailed instructions, refer to Using other verification options during the account (email) merge process..
Select the Verify button. After your new email is verified, the Email OTP verified screen displays.

Refer to the image below for the layout of the Verification screen.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Select Next to verify the ID of any related dependencies. This step helps confirm that the email address you provided is yours. After verification is complete, Email verified screen displays.

Refer to the image below for the verify ID of any related dependencies and Email verified layout.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Select Next. Review details of your merge request page displays.
Add a checkmark in the I confirm that I have read the details above and authorize the merge request of my ServiceNow IDs checkbox. The Submit button is now selectable.
Select the Submit button. Your merge old ID request is submitted.
NOTE: Save the request ID for any support or troubleshooting you may need with your request.
Select Done.

Refer to the example image below of the Review the details of your merge request layout.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.

What to Expect Next

Sign-Out Process: You will be signed out of your My ServiceNow profile to process the requested change.
Temporary Suspension: Both ServiceNow IDs will be temporarily suspended as part of the merging process.
- This suspension applies to all applications.
- During this period, you will not be able to login to any ServiceNow applications.
Standard Procedure: This action is a standard procedure to ensure a smooth transition of your accounts.
Processing Time: The merge ID request process may take up to 48 hours to complete.
Confirmation: Once the update is finalized, you will receive a confirmation email.

Refer to the example image of Merge ID request confirmation email.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.

Re: Servicenow certification transfer

BrianS344076034 — Thu, 01 Oct 2026 12:01:00 GMT

I had the same issue

I had to move mine from Corp1 email to personal to Corp2
the above by Ankur worked, or you can email support and they will help.

Re: Servicenow certification transfer

Aditya_hublikar — Thu, 01 Oct 2026 11:55:07 GMT

Hello @RoshaniB ,

Refer this official doc : Certification migration

Community thread : Migration Steps

if this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

Re: Servicenow certification transfer

Sudhanva — Thu, 01 Oct 2026 10:50:50 GMT

Hi @RoshaniB

if any scheduled instructors led trainings will not be carry forwarded
before merging to pearson vue we had vouchers which led us with free registration of exams later if your merging id to non partner servicenow id like your personal or and customer email id the exam registration will be changed as paid kindly look into this scenarios.

Please mark helpful if this information was useful for you!

Regards
Sudhanva Chandra D

Re: Servicenow certification transfer

yashkamde — Thu, 01 Oct 2026 09:57:33 GMT

Hello @RoshaniB ,

Refer this to get complete info :

https://nowlearning.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0010208

If my response helped mark as helpful and accept the solution.

Re: Servicenow certification transfer

Ankur Bawiskar — Thu, 01 Oct 2026 09:52:59 GMT

@RoshaniB

if you plan to join a ServiceNow partner then you can transfer it from old id to new ID by raising a case from your new partner email address after you join and ServiceNow backend team will do this.

check this

Merging my email (accounts), transfer certifications and badges to a new email – ServiceNow University

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

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?

Re: Not able to access servicenow KB article

Ehab Pilloor — Thu, 01 Oct 2026 05:58:29 GMT

Hi @sash_machiraju,

This KB is needs higher access and is not available to public. Please check with your client's support account or raise a HI Case and get the details from SN support.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor

Re: Not able to access servicenow KB article

Aditya_hublikar — Thu, 01 Oct 2026 05:27:37 GMT

Hello @sash_machiraju ,

You may need to contact your ServiceNow customer/client manager and request that the article be shared with you. Alternatively, you can raise a case with ServiceNow Support and ask them to provide access to the article or confirm what access level is required.

So, there may not be a specific role that you can simply add yourself; access is generally controlled by your ServiceNow support/partner entitlement.

if this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

Re: Not able to access servicenow KB article

AshishKM — Wed, 30 Sep 2026 19:52:05 GMT

Hi @sash_machiraju ,

Seems like this KB is not publicly available. You need to use your client/or/employer's support account credential to view this KB.

Thanks,
AshishKM