Custom Edit Button under change request in SOW is not clickable

I have created a Edit action button in RITM --> related list--> change request on SOW viewBut the button is not clickable User can't edit and add the existing CR in ritm and also can't remove the CR.

• Question

View option is not visible at RITM Form

Hi,I am currently working on a custom process where I need to create and use a specific view. However, I am unable to see the View option on the RITM form, as shown in the screenshot below. But, the view is visible in the RITM list view see the scree...

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• Request Management

Why does Audit History show identical Old and New values in ServiceNow?

Hi Community,I’m seeing a strange behavior in Audit History and would like to understand if this is expected.While checking audit logs, I noticed that ServiceNow is creating an audit entry even when the field value does not actually change.Example fr...

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Enforce email format/template for manually created emails

When sending an email from the SOW using this tool we need to enforce specific formatting to make sure we have consistent branding (border color, specific links to the portal at the bottom, etc.):we would like to use   

• Question

Tracking usage of quick actions in agent chat

Does anyone know if it's possible to track the usage of quick actions in live agent chats and where you would find this information?  For example how many times during the past week did an agent use the /r response template quick action.

• Question

Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent

Hi Community,I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Virt...

• Question

Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent

Hi Community, I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Vir...

• Question

Refresh impacted services automation not working

Hello All,We have a oob ui action Refresh impacted services.I want to automate the process like if any addition or deletion to affted ci's related list on incident happens then i want to refresh the imapcted ci'sWhen i checked the ui action refresh a...

• Question

Autonomous IT Academy: Upcoming & Past Sessions

The Autonomous IT Academy is your guide to mastering ServiceNow's Autonomous IT framework. This series takes you through the full transformation journey, centered on achieving two critical outcomes: zero service outages and zero-touch IT support. Eac...

• Article

Business Processes

Hello Community,I am on way to create business applications and found business processes plays an important role same like application categories.I am designing from scratch with the help of EA architecture, can I please ask for your advise - what is...

• Question
• CSDM

Remediation Target when the Ticket is reopened.

Hi Team, We’re working on Application Vulnerability Response and have encountered an issue: when an AVIT is marked as Resolved or Closed by a user and later reopened either by the scanner or manually, the remediation target date does not update. Is t...

• Question

Servicenow developer

Hi everyone,I have created a custom table in ServiceNow, but it is not extended from the Task table.In this table, I have a reference field to the User table (sys_user). My requirement is:I want the User reference field to show only users who belong ...

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not working

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Incident form

hi, I am facing some problems in the incident form; when I click the search option,  nothing is shown.  

• Question

Regarding Adding Info Message in the KB when it is opened in the Service Portal but not Native UI.

Hi Community!!I am having a requirement.There is a field in knowledge form with internal users and it is checkbox type. Whenever it is checked, if the user try to preview article using the UI action or in Service Portal but not in native UI (Platform...

• Question