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Hide a section in the form .

There is a section to be hidden on the form .The form should only be visible if the Channel is self service .I tried client script but it is not working .I also tried UI policy .Below is the code I tried ,Please let me know if I am missing anything.f...

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Custom Playbook Behavior – Unable to Close Current Activity on Parent Case Closure

Hi Team, I have developed a custom Playbook in PDI and aim to ensure that all Playbook activities are cancelled if they are in progress when the associated Parent Case record is either closed or cancelled. In such scenarios, all Playbook stages shoul...

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Show Shift and Work Schedules (Tasks) in one calendar for an agent

Hi all, our customer uses Workforce Optimization for CSM for shift planning and scheduling and assigning work items (change tasks, catalog tasks, ...) to the agents. Actually the agents doesn't use the Workspace and should work in the backend (if pos...

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Knowledge 2023 - Workforce Optimization & Process Optimization Lab Materials

For those who weren't able to join us a person - we did a deep dive into Workforce Optimization during Knowledge 2023 where we demystified how WFO & PO work together to remediate bottlenecks in your processes, upskill/reskill your workforces at scale...

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Coaching
Skills Management
Workforce Optimization

Agent Assist not working.

Hi all,The agent assist panel on my service operation workspace is not working. It is only showing the loading screen.Please let me know what can be the cause of it as I have checked the table configuration under contextual search and nothing seem to...

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Managing on-call and normal workshifts in Workforce Optimization for ITSM

In the Rome release, Agent managers can now manage and view on-call shifts and normal work shifts in Workforce Optimization for ITSM with our latest integration with the On-call application. This allows managers, who manage a team of agents that work...

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Agent Workspace
On-Call Scheduling
Service Desk

I want to add field on Demand form

Hello,I want to add "Business Unit" field om the Popup form of Demand. As we navigateworkspace -> Strategic Planning Workspace -> Portfolio Planning -> Planning -> create new record or open existing one -> click on "New Demand" button -: new popup fo...

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Now Assist for virtual agent LLM topic get hr employee data

I want to fetch HR profile data through the topic script in Now Assist for Virtual Agent, but I’m encountering a cross scope access privilege error. However, I have already set it to allow, and I’m still getting the same error. Why is this happening ...

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gs.getSessionID() is throwing an error

var sessionID = sn_fd.GlideActionUtil.setEncryptedOutput(util.getSessionId()); if (typeof sessionID === 'string' && sessionID == '') { throw new Error("Invalid Connection & Credential Alias."); } else { outputs.session_id = sessio...

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custom Pop up message

Hi there, I have a requirement based on the variable selected in the record producer. We need to populate the pop up message which should have 4 buttons upon selection we have to redirect to a specific form in the portal.What is the best way and how ...

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Document template

Hi All, I have a requirement where I need to have a ui button which should show all the required fields that are on the hr task to preview. and then the fulfiller sends to other user who doesnot have access to backend but the user should be able to s...

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Flow Designer Error: Wait for Condition error "Invalid condition provided for table change_request"

Wait for Condition error "Invalid condition provided for table change_request"Record is found but still error shown.The field where condition is used is also correctPlus, important thing to note is this runs w/o error in some cases and returns error ...

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UI ACtion on Attachment related list

Hi All, I have 2 instace where UI action "New" is visible and present on the attachment related list.In the normal UI it is present but in the workspace it is not visible.Checked the both instaces we have unchecked the workspace form button is unchec...

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【2025年度ユーザー会分科会】デザインチーム活動内容 #04 活動まとめ

Japan 日本 SNUGの皆様、こんにちは！2025年度ユーザー会分科会デザインチームの石川です。先日 12/17 (水) にServiceNow Japan オフィスで開催された「ServiceNowコミュニティミートアップイヤーエンドパーティー2025」にて、デザインチームの最終活動報告を行いました。「デザイン」という広大なテーマに挑んだ本チーム。メンバーの興味関心も幅広く、非常に多種多様な情報交換が行われました。今回の記事では、最終報告で中心とした「UXデザイン」の活動内容をダイジェ...

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NowMeetup
wg_design

VIP star not showing in SOW list view

Hello,I'm on Xanadu.I'm looking to have my agents see the vip flag in SOW both from the Incidents details screen as well as the SOW overview (record information) view.They currently only see the flag in the SOW overview (record information) screen.Th...

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