Resolved! Custom Greetings setup in virtual agent
I am getting an error message when configuring setup topics.
Forum Posts
How can I implement a 3-stage approval for RITMs?
I am looking for the best way to implement a three-stage approval flow for RITMs. Currently, after the first stage is approved, the status of the first-stage approver reverts to "Requested" as soon as the second-stage approval begins. Could you pleas...
Resolved! How to hide “New” button on Incident list view and show only for specific role (group_manager)?
Hi Everyone, I’m working on a ServiceNow requirement to control the visibility of the “New” button in the Incident list view.The requirement is:The “New” button should be visible only to users with the group_manager roleIt should be hidden from all o...
Cannot edit script ChangeSuccessScoreUtils which is designed to customize
Hi,We have enabled Change Success Score feature for assignment groups and noticed that the interactive filter to show based on the assignment group is not working so I would like to overridesn_chg_score.ChangeSuccessScoreUtils method getDashboardURL ...
identifying users that disabled specific email notifications
During our instance setup, some agents got overwhelmed by the amount of received emails and just disabled their mail notifications.Now that those have been stabilized, I want to ensure those are re-enabled again, so I'm looking for a way to see which...
Is unmasking possible in sensitive data handling
Through sensitive data handling, any PII or any critical data that is mistakenly entered by agent or user in Virtual Agent can be masked. But My question is, if the requirement is somewhat like "first the user provided sensitive data should be masked...
Ideas for AI use cases integrated with ServiceNow (ITSM, CMDB, ITOM)
We are looking to actively use AI within ServiceNow, with the purpose of trying to reduce manual efforts and potentially cost-saving as well. Open to use any licensed AI tool.Any ideas would be appreciated. Thanks!
Cannot edit script ChangeSuccessScoreUtils which is designed to customize
Hi,We have enabled Change Success Score feature for assignment groups and noticed that the interactive filter to show based on the assignment group is not working so I would like to overridesn_chg_score.ChangeSuccessScoreUtils method getDashboardURL ...
Where is the email template when emailing from an Incident.
I have a need to add to the default email template on the Incident form, I just cant find it> Thanks
Catalog Task not created when workflow runs (after upgrade to Zurich)
Subject: Catalog Task not created when workflow runs (after upgrade to Zurich) Hello, We have an issue with a catalog item workflow after upgrading our instance to Zurich. Problem When the Request Item (RITM) workflow runs: The workflow starts correc...
How to populate interaction context variables for any interaction in virtual agent
How to populate interaction context variables for any interaction in virtual agent? I have created a context variable, which is visible in the interaction context record for that particular interaction(when we had conversation with VA) but the values...
Resolved! Change Date field automcatilly to 1 Year from today
On kb_knowledge form when the workflow go to draft, I want to change the valid_to date to 1 year from today automatically. I am able to do it but format is a issue correct formt is 10-Jan-2023 but while setting it is error out due to 2027-04-01 form...
need to fetch removed users list from itil role
HI Experts, How to create a report showing users with ITIL since 2025, as well as users who had ITIL roles removed.Please assist me on this.
Salesforce Data Cloud License management by ORG
We are currently integrating Salesforce and would like to know how to manage the Data Cloud license assigned by org id. Is there a way to manage the license by org in the SaaS integration?
ServiceNow Virtual Agent (Now Assist) Not Ending Conversation and Repeating Prompts
Hello experts, I’m currently working with Enhanced Virtual Agent (Now Assist) and facing an issue where the system does not properly recognize conversation closure. As a result, it continues prompting the user instead of ending the conversation grace...
