HiIt is a bit of an over simple reply to kick off, but I would suggest getting a case logged with support as a starter for 10 to get the ball in motion on the ServiceNow side. In the meantime I would suggest that message is coming from Genesys rather...

Hi thereInteresting Question - let me see if this helps. TL:DROut of the box, ServiceNow does not provide a supported way to search or filter Install Base Items on a Complaint Case directly based on Install Base Item Characteristic values. This typi...

Hi, Thanks for posting, I have added this response to your other thread on the same topic so you have it in both places. This behaviour is usually not specific to Pipeline Changes, but relates to how the Active flag is managed when a record transitio...

Here's the revised response without code: Hi, Thanks for sharing the full code, it makes it much easier to give useful feedback. Let me work through your questions and flag a few things I spotted in the implementation itself. Before answeri...

Hi, I would suggest a few things to try before escalating: Double‑check prerequisites Go to ServiceNow University → My Exams and confirm all required courses show as Completed (not 99%).Open the prerequisite course once and make sure every module/v...