ServiceNow Community

Bridging Government Service Gaps: Introducing Service Bridge for Public Sector Digital Services

We are excited to announce the launch of Service Bridge for PSDS (Public Sector Digital Services), now available as an essential add-on for Public Sector customers. This powerful tool redefines how government agencies collaborate, offering a seamless...

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Resolved! Which out-of-box actions lead to the creation of an HR profile?

HelloI want to avoid that an HR Profile is created for a user when the usertype = "external". What are the different ways to create an HR Profile out-of-the-box?For now I am aware of the BR "Synchronize fields to sn_hr_core_profile" on table "sys_use...

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Human Resources Service Delivery

Resolved! I want to add field on Demand form

Hello,I want to add "Business Unit" field om the Popup form of Demand. As we navigateworkspace -> Strategic Planning Workspace -> Portfolio Planning -> Planning -> create new record or open existing one -> click on "New Demand" button -: new popup fo...

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UI ACtion on Attachment related list

Hi All, I have 2 instace where UI action "New" is visible and present on the attachment related list.In the normal UI it is present but in the workspace it is not visible.Checked the both instaces we have unchecked the workspace form button is unchec...

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Flow Designer Error: Wait for Condition error "Invalid condition provided for table change_request"

Wait for Condition error "Invalid condition provided for table change_request"Record is found but still error shown.The field where condition is used is also correctPlus, important thing to note is this runs w/o error in some cases and returns error ...

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Choice Field not Appearing in Breakdown Source for Indicator Breakdown

Hi Everyone,I am trying to create a breakdown on an Indicator that uses a choice field. But while creating the breakdown source, I don't see the choice field for selection. Also, when I created the breakdown source on sys_choice table, I am getting b...

Question

Hide a section in the form .

There is a section to be hidden on the form .The form should only be visible if the Channel is self service .I tried client script but it is not working .I also tried UI policy .Below is the code I tried ,Please let me know if I am missing anything.f...

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Custom Playbook Behavior – Unable to Close Current Activity on Parent Case Closure

Hi Team, I have developed a custom Playbook in PDI and aim to ensure that all Playbook activities are cancelled if they are in progress when the associated Parent Case record is either closed or cancelled. In such scenarios, all Playbook stages shoul...

Question

Show Shift and Work Schedules (Tasks) in one calendar for an agent

Hi all, our customer uses Workforce Optimization for CSM for shift planning and scheduling and assigning work items (change tasks, catalog tasks, ...) to the agents. Actually the agents doesn't use the Workspace and should work in the backend (if pos...

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Knowledge 2023 - Workforce Optimization & Process Optimization Lab Materials

For those who weren't able to join us a person - we did a deep dive into Workforce Optimization during Knowledge 2023 where we demystified how WFO & PO work together to remediate bottlenecks in your processes, upskill/reskill your workforces at scale...

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Coaching
Skills Management
Workforce Optimization

Agent Assist not working.

Hi all,The agent assist panel on my service operation workspace is not working. It is only showing the loading screen.Please let me know what can be the cause of it as I have checked the table configuration under contextual search and nothing seem to...

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Managing on-call and normal workshifts in Workforce Optimization for ITSM

In the Rome release, Agent managers can now manage and view on-call shifts and normal work shifts in Workforce Optimization for ITSM with our latest integration with the On-call application. This allows managers, who manage a team of agents that work...

Article
Agent Workspace
On-Call Scheduling
Service Desk

Now Assist for virtual agent LLM topic get hr employee data

I want to fetch HR profile data through the topic script in Now Assist for Virtual Agent, but I’m encountering a cross scope access privilege error. However, I have already set it to allow, and I’m still getting the same error. Why is this happening ...

Question

gs.getSessionID() is throwing an error

var sessionID = sn_fd.GlideActionUtil.setEncryptedOutput(util.getSessionId()); if (typeof sessionID === 'string' && sessionID == '') { throw new Error("Invalid Connection & Credential Alias."); } else { outputs.session_id = sessio...

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Resolved! custom Pop up message

Hi there, I have a requirement based on the variable selected in the record producer. We need to populate the pop up message which should have 4 buttons upon selection we have to redirect to a specific form in the portal.What is the best way and how ...

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