HAM Pro - A Capability Map for Design Workshops (Zurich + Australia)

If you've ever tried to explain ServiceNow HAM Pro to a project manager who thinks "asset management" means a spreadsheet in SharePoint this one's for you.   One question comes up more than almost any other, usually right before a discovery workshop:...

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Survey is triggering multiple times when a ticket is resolved in a custom table

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Digital Operational Resilience - New Case Type

Hi, I looked into the OOB Digitial Operational Resilience for Incident reporting. It was mentioned in the below video that we can configure a new case type for reporting to another regulatory body. However, when I try to do that. I am not able to cre...

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📘 Show Info Message When SLA Is Outside Business Hours

In some scenarios, SLAs are configured with business schedules, meaning the SLA timer should run only during business hours. When a user updates a record outside the defined schedule, the SLA is paused — but users may not know why the timer is not ru...

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Dynamic Behaviors icon is not showing on questions in the Catalog Builder

With the last update to Zurich patch 7, it seems the dynamic behaviors under questions on catalog builder have disappeared (they 'exist' by the left of the edit icon as in the image). Did this happen to any of you that have upgraded as well? Any clue...

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Add a link in a Noticafication to a Workspace Record

Hi Everyone,I have a requirement to modify a notification by adding a link to Resource Management Workspace record (Project/Resource Allocation). Can you please guys assist me with this requirement, the link I have added is to the record in classic v...

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Time stamp issue

Hi,While submitting the catalog form, we provided a value for the "When is Request Needed By" date/time field as 2026-03-22 13:05:43. However, shortly after submission, when the notification is sent to the approver/user, the same field value is displ...

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Workspace list filter shows state choices from child table — any way to limit to parent table only?

Hi everyone,I’m running into an issue with Workspace list column filters when working with extended tables and choice fields, and I’d appreciate any confirmation or advice.Context / SetupWorkspace list table: sn_wsd_core_workplace_taskChild table: sn...

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OOB Flow/Logic Responsible for Approval Updates in RITM Activity (Work Notes)

Hi All,I’m trying to understand the out-of-box (OOB) functionality in ServiceNow that adds approval-related updates to the Activity stream (Work Notes) on a Requested Item (RITM).Specifically, when an approval is requested, approved, or rejected, ent...

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Deactivate AI Case Type Records

I’m trying to deactivate AI Case type records in the sn_grc_case_mgmt_case_type table, but I’m not seeing a Deactivate button on the form.This record comes under the AI Case Management application. Has anyone worked with this table before and knows:w...

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user are unable to global search and approve via service portal

Hi,  I have users with the business stakeholder role who are unable to global search at all error no records found. additionally, they cannot approve any requests via the service portal however itil users can global search an approve.  Steps taken to...

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we are receving the error you are not authorized to take this survey

Hi all, We are receiving an email in Outlook, and when we click the survey link in the email, it shows the error message: “You are not authorized to take this survey.”Could anyone please help us understand how to resolve this issue? Thanks and Regard...

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how to differentiate "agent" articles versus customer-facing articles in knowledge management

The major issue here is we are trying to build out a new knowledge structure and I've created KBs for each of our main IT towers, to handle both agent and "customer" (non-IT folks) articles. Having one customer facing KB creates a big headache of who...

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Before Update BR not working as expected

Hello Community, I’m facing an issue with a custom Business Rule on the Requested Item (RITM) table and would appreciate your guidance.I have a Before Update Business Rule that executes when the RITM state changes to Fulfilled. The purpose of this ru...

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How to fetch Catalog task variables in email script for resquested item notification

Below script helped me to achieve this   (function runMailScript(current, template, email, email_action, event) {     // On sc_req_item, 'current' IS the Requested Item.     // We don't need a GlideRecord lookup for 'item'.         var closeNote = cu...

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