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Community activity

NOW Assist for csm

If I configure my case table on Services Operational Workspace,Will my now assist skills for csm will work on that workspace or not?

  • Question

HRSD

When I submit a Leave of Absence request through the Record Producer, a case gets created in the sn_hr_core_case_total_rewards table, but no corresponding record appears in the sn_hr_core_leave_of_absence table or under the HR Profile’s ‘Leaves of Ab...

  • Question

Scripted Approvals in Flow Designer with Flow Variables

Workflow Automation CoE >Flow Designer > Approvals > Scripted Approval   Why Scripted Approvals? Before you consider scripting your approval, please check out this article and Platform Academy recording about Approvals in Flow Designer. There's a goo...

  • blog
  • Flow Designer

SOW - Service Operation Workspace - Chat Customization

Hi All,My instance is in Zurich release,When a help desk agent is working on Interaction A, and the end user replies on Interaction B (chat),the agent should get a visual alert so they notice it immediately —either:a popup / toast notification, ora g...

  • Question

Approver changing answer breaks the approval process

I have encountered the following scenario which breaks the change process leaving it stuck in assess/auth: Approval rule: one approver from each group or any reject - created by 'ask for approval' flow actionlets say we have 2 group approvals pending...

  • Question

Classification Error

Hello Everyone,I am getting the attached error when trying to discover the Windows device, I created credential for a machine & for One machine the credential is getting validated  but for the remaining machines getting this error.Based on my underst...

  • Question
  • Discovery

Help Help Help. MS Teams Integration for conversational Virtual Agent

6 Months in trying to setup MS Teams integration and have got absolutely nowhere. I am putting my faith in this wonderful community to help where SN Support have not. We have a single M365 tenant that is shared across multiple divisions (large enterp...

  • Question

How to develop using RITM without using AppEngine

Hi,I want to create an application based on RITM.Until now, we have been developing using App Engine, but this time we need to re-implement the services within the ITSM package(RITM)  without using App Engine. Do you have any suggestions for implemen...

  • Question

Now Assist for CSM - Case Summarization

Help agents quickly get up to speed with case context and history through intelligent summaries   Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, st...

  • Article
  • Customer Service Management
  • Now Assist for CSM

Custom Condition and Formula Builder

Hi,I am looking for guidance on implementing a custom Condition Builder  in ServiceNow. Background:I have already explored the out-of-the-box Condition Builder, which is tightly coupled to a specific table and allows conditions to be created only on ...

  • Question
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