ServiceNow Community

Now Assist for CSM - Complaint Case Summarization

Help agents triage and resolve complaint cases faster with structured, context-aware AI summaries Complaint Case Summarization is a generative AI skill that produces structured summaries of complaint cases directly in the CSM Configurable Workspace...

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Resolved! Attachment should be visible in incident form under manage attachment

Hi, There is a record producer which have attachment as a variable when user submits the request the attachment is not showing at the top of the ticket instead it is showing only on variable tab.Our requirement is the attachment should be visible on ...

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Walk-Up Assignment Groups

I have multiple location queues setup for walk-up. How do we route a walk-up appointment to a location's queue? Is there any table or setup required where we define location-to-assignment group mapping?

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SaaS - Subscription Resolution

Hi Team, Following the SaaS integration with SAM Pro, we are seeing a large number of user subscriptions such as user@adobe.com and boardroom@company.com. These accounts do not exist in the sys_user table, and we do not intend to create user records ...

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Authentication Error - ServiceNow community

Hello All, I have transferred my ServiceNow account from company email account to Personal Email account.Later, from Personal Email account to new Company account.All my NowLearning courses and certifications were transferred successfully.However, my...

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Scan Engine Properties are not working as expected

There is an option in the Scan Engine properties called “Exclude Suggestion Finding.”As per the documentation , when this option is enabled, real-time messages for Suggest level findings should not be displayed.I tried it, but I believe its not worki...

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ServiceNow Career Guidance Needed

Hi everyone,I need some guidance from the community regarding my ServiceNow journey.I completed ServiceNow ITSM training in June 2025 and attended around 15 interviews. However, I faced rejections mainly due to lack of scripting knowledge, even thoug...

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Admins can use Now Assist for Creator skills

I see that admins are able to use some of the now assist for creator skills (flow recommendation, code generation & assist). As per documentation, users need now assist creator role to access the skills. Anyone faced this issue and how to fix it?

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Zurich Release - Is Conditional Script Writer Group needed for admins? or can we disable it for all?

Hello All, Have anyone completed their Zurich upgrade? we see new group "Conditional Script Writer" and it's role getting auto assigned to all existing users and new users created. I have already made "glide.security.scripting_role.auto_provisioning"...

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Advanced Work Assignment - Multiple queues for each support group?

Hi All, We have a requirement where INCs to be auto assigned to agent based on support group populated on incident form.Since we have several support groups, so do we need to create separate queues for each group?If we are configuring a common queue ...

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Strategic Planning Workspace - Disable New Demand

Hi All, We have a requirement where we need to disable "New Demand" option from SPW-> portfolio plan view. Any idea how to disable this option? BackgroundWe have a requirement where users can create demands only through portal(record producer) hence ...

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Now Assist for CSM - Complaint Case Intake AI Agent

Automate complaint intake and case creation through a structured, conversational AI Agent built for product and location-based grievances The Complaint Case Intake AI Agent identifies, validates, and records customer complaints through the Virtual ...

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Managing Users with multiple instances in sys_user table

We have a requirement to record every employee’s Active Directory account in ServiceNow (sourced from Entra ID and/or on-prem AD). This is to support offboarding (ensuring all accounts are disabled/deleted) and to manage access extensions for account...

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Now Assist for CSM - Accelerate Complaint Case Handling Agentic Workflow

Automatically triage, research, and manage complaint cases end-to-end through a coordinated team of specialized AI Agents Accelerate Complaint Case Handling is an agentic workflow that orchestrates three specialized AI Agents to process complaint c...

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Personal development engine missing to activate the plug-ins

Hi, We have got the PDI, we would like to activate the plug-in for my instance. I don't see the option (step 2) as per the steps below, not able to see the "ALL>System Definition > Plugins"1.Sign in to the Developer Site and click Start Building from...

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