Custom Keyboard Shortcuts

[AaronMcD]

Hello everyone,

I've been having issues with some of the service now hotkeys not functioning appropriately for navigation. Some of them seem to work while others do not and I can't determine why this would be the case. I am starting as a developer and would like to navigate the platform a lot easier so I was hoping that I might be able to create some custom hotkeys. I am aware of the chrome extension, however for organizational reasons I cannot install this plugin, does anyone know a way to create more custom hotkeys within the service now platform? I have looked in the User Preferences to ensure these are activated and I even tried changing some of the hotkey values in there with them not seeming to work. Any help would be great!

Thanks

[GlideFather]

Hi @AaronMcD 

please go to the progile in the top-right corner and select Keyboard shortcuts:

and there's this scrollable window with all OOTB hotkeys:

Or navigate to the official documentation: Next Experience keyboard shortcuts 

[GlideFather]

Hi @AaronMcD,

did my reply answer your question or what would it take to accept the solution?

[Chavan AP · Accepted solution]

Enable in User Preferences:
1. Profile → Preferences → Accessibility → Enable "Special Keyboard Shortcuts"
2. Or find "glide.ui.keyboard.shortcuts.enabled" in User Preferences

Builtin Shortcuts That Work

 Ctrl+Alt+F  Filter Navigator
 Ctrl+Alt+C  Collapse/Expand nav menu  
 Ctrl+Alt+G  Global Search
 Ctrl+Alt+I  Impersonate user
 Ctrl+Shift+J  JavaScript Executor

Create Custom Hotkeys

Method 1: Modify System Shortcuts (Washington DC+)
Navigate to: "sys_ux_keyboard_shortcut.list"
 Edit existing shortcuts
 Change key combinations
 Requires admin role

Method 2: Navigation Filter Shortcuts
Type in Filter Navigator:
 "incident.list"  Incident list
 "incident.form"  New incident
 "sys_user.list"  Users
 "stats.do"  Instance stats

Method 3: Browser Bookmarks
Create bookmarks with keywords:
 "sni" → incident list URL
 "snc" → change list URL

Why Hotkeys Don't Work
 Washington DC changed shortcuts and conflicts with extensions
 Different keyboard layouts
 Browser conflicts
 Not enabled in preferences

Best solution:Use navigation filter shortcuts + modify sys_ux_keyboard_shortcut table if you have admin access.