P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).

Hi Everyone,I’m implementing a P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).Requirement:SLA starts from Case Created TimeStops based on Arrival Time (custom field)≤ 4 hours → Achieved4 hours → BreachedChallenge:Arrival Time is entered at ...

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Expand the taxonomy under the products page for Now Assist to show a catagory of AI products

I manage the delivery teams for our practice for SPM, EA, CSM & industries, and now also for all AI products, and noticed that for CSM and Industries, there is a page with all the products organized by category. See attachment.   I have Now Assist (I...

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In ootb widget "Data Table from URL Definition",when case created using workspace,it is not showing

used out of the box widget "Data Table from URL Definition" in consumer service portal, But when an external end user creates a case using workspace, the case not added to the case lists in portal for an external end users. please let me know how to ...

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The Overlooked Key to Now Assist Success—Organizational Change Management (OCM)

The Key to Maximizing Now Assist—Organizational Change Management (OCM)   You turned on Now Assist by ServiceNow—so why isn’t anyone using it? If adoption is low, here’s a hard truth: AI doesn’t magically change behavior. If users don’t understan...

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Is it possible to control AI search Search Sources/Search profiles using roles

HiRequirement-when ITIL users access Esc portal or virtual agent(as a end users), search results should display only End user knowledge base articles.The IT4IT KB should be restricted and visible internally (only in Agent workspace/fullfiller view/In...

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【Urgency】User criteria (Guest User) cannot be removed from the Knowledge Base

Cannot remove Guest user set to CanRead in Knowledge Base.I clicked the Edit button, removed the user criterion Guest User from the Can Read List, and clicked the Save button, but it has not disappeared from CanRead. Why is this?

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SIR Release notes Topics

Hi,I wanted understand few topics in the release notes, like what exactly these fixes are and how i can debug itsecurity incident response release notes1.New -Added capability to support Unmatched Affected User for missing sys_user records.2.Changed-...

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Unable to submit Smart Assessment in IRM/TPRM Module

Hello Team,We are upgrading to Vendor Risk Management module to Third party risk management module and we have enabled smart assessment engine for TPRM.The issue is after creating internal assessment record, we can attach the questionaire template bu...

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Create a Scripted Rest API to fetch RITM Variables

Requirement is to "Create a Scripted Rest API to fetch RITM Variables"API should accept RITM number or sys_id as input.API should fetch all associated catalog variables and values.response should include : 1. variable name 2. variable label 3. variab...

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OnChange client script not working

I'm trying to get an onChange client script to examine a group of fields and if ANY of them is blank (have them setup to auto-fill from a table), then I want a checkbox to evaluate to true.  Here's what I have but it is not working.  Any help/pointer...

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Take part in our short survey about your use of Process Mining!

This survey takes approximately 5 minutes to complete, and your input directly shapes our product direction. As a user of Process Mining, we’d love to have your perspective represented.   Follow this link to complete the survey.   Thank you in advanc...

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Understanding the Agentic AI architecture in ServiceNow (simple view)

There’s a lot of talk about architecture in the agentic AI space, but let’s simplify it. ServiceNow’s direction can be thought of as a layered setup: 1. Experience Layer (AIx)This is where users interact: ChatVoiceUIEven images/screenshots It’s no lo...

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How to design bidirectional relationships between RITM & Story/Demand/Project/Change (many-to-many?)

 Hi Experts, I have requirement when the RITM is created, Then the RITM record should include the ability to associate it with one or more Stories, Demands, Projects, or Change Requests. The reviewer should be able to do one of the following directly...

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Enterprise-wide Deployment recommendations and best practices

Enterprise-wide Deployment recommendations and best practices   Enterprise-wide Deployment enables multiple business units to leverage SPM with tailored configurations while maintaining a unified data model and governance structure.   Enterprise-wide...

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• EWD
• SPM data segregation
• SPM data separation
• SPM process configuration