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...
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...
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!
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 ...
I have a need to add to the default email template on the Incident form, I just cant find it> Thanks
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? 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...
Hi Everyone, I’m looking to understand the impact and best practices around updating stale Configuration Items (CIs) to Absent or Retired status in our CMDB. Specifically:Are there any known impacts or risks when changing stale CIs to these statuses?...
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...
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.
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?
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...
Hello all,I want to hide the 'Create Emergency Change' Model / Interceptor in the Service Operation workspace when the incident priority is P3 or P4.It should be visible only when the Incident Priority is P1 or P2.How can we achieve this, and are the...
We have Virtual Agent enabled on multiple portals (sp, csm, business). When I deactivate/hide topics to limit what shows in the SP portal, the change impacts all portals. What is the recommended way to show only a few topics in SP while keeping other...
Hi Community!I am having an issue with the article versions. When I try to view a KB article using "View Article" UI action related to Particular KB, I am not able to view the article version and I am getting it as blank. I have checked the same KB i...
