ServiceNow Community

Service Operations Workspace implementation is not a UI migration endeavor

Service Operations Workspace (SOW) can significantly modernize the agent experience: faster triage, cleaner navigation, and more context in fewer clicks. But implementations stumble because teams underestimate configuration dependencies, assume Class...

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Service Operations Workspace

How to hide fields from the source table in the filter conditions.

The table structure is as follows:Source table: master tableTarget table: Extended_Table What I want to implement is control over which fields are displayed as filter conditions in the list of the extended "Extended_Table".While it seems possible to...

Question

Contract [ast_contract] - Parent children fields dependent on Record Producer

Hello,I have a question regarding the Parent Contract number and Child Contract number on a Record Producer.I have two variables on my Record Producer:Parent Contract number – Reference field (Contract [ast_contract])Child Contract number – Reference...

Question

Zero Copy Connectors are here: Unlock real-time enterprise data without the risk

Zero Copy Connectors are here: Unlock real-time enterprise data without the risk Every day, enterprises spend enormous amounts of time and resources just to move data around; syncing it across systems, replicating it into lakes and warehouses, and...

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Workflow Data Fabric
Zero Copy Connectors

including Business application and mapped application table in Copilot

We have an existing connection with Copilot using Microsoft 365 connector and would like to include the business application and the mapped application tables in Copilot indexing so that when the user gives a prompt in the Copilot, these table would ...

Question

Resolved! Predictive Intelligence's "Regression Framework" Deprecated with Washington -Will it ever come back?

Predictive Intelligence's "Regression Framework" has been deprecated with Washington.There's only possibility to edit existing ones, wanted to create new solutions. Will it come back? Or do we expect them to be forever deprecated? Appreciate any thou...

Question

Resolved! Attaching a KB to an sctask to work notes via the sidebar in SOW

We'd like recommended knowledge articles to post to an sctask record activity stream via the work notes instead of the additional comments when using the sidebar in SOW. Currently articles attach onto the additional comments and Service Desk does not...

Question

Resolved! Scoped GlideEmailOutbound has no send or save method

I checked multiple times, but I can’t find any send or save method in the Scoped GlideEmailOutbound API.Am I misunderstanding something, or is this a limitation of the API itself? var mail = new GlideEmailOutbound();mail.setSubject("Subject");mail.se...

Question

Important Knowledge 2026 update!

Hello SNUG Members! We hope you'll join us at Knowledge 2026, taking place May 5–7 in Las Vegas — and it's shaping up to be the biggest Knowledge yet! This year's event features exciting new innovations including AI Agents, Agent Studio, the AI Con...

Article

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...

Question

need to fetch removed users list from itil role

HI Experts, How to create a report showing users with ITIL since 2025, as well as users who had ITIL roles removed.Please assist me on this.

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Incident Management

Bypass virtual agent and go to live agent in service now with link.

Hello, In our environment for emergencies we want give users a URL that when used bypasses the virtual agent and queues them directly for live agent assistance. Anyone aware of the process for this. Ideally we have a way to activate and deactivate th...

Question
Virtual Agent

I am trying to do the discovery via AWS SGC and planning to put the discovery schedule for 15 min.

Hi All, I am trying to do the discovery via AWS SGC and planning to put the discovery schedule for 15 min.will that be feeble or do I need to make it for 24 hrs, and similarly for the grace period for lifecycle of CIWhenever an EC2 instance changes s...

Question

Get the right sys_id for screen in mobile view

Hi, I'm trying to set up mobil push notifications for new published news articles. It works so far but the push notification doesn't get the right deep link to the news content view in the Now Mobile App. Does somebody know which screen (sys_id) I h...

Question

UI Window to upload spreadsheet in workspace

We have a UI Action on Change Management that will take an excel spreadsheet an upload the data to the change request. We followed the following years ago and it works in the Standard UI with no issues:UI Action to open Dialog Box for a file upload -...

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