ServiceNow Community

Aged incident calculation for Reporting purpose

Hello Team , Scenario : We need to Send an escalation mail which is created or opened ticket which crosses 15 days ( 16 days to 30 days )2- 31 days to 45 days)what all conditions can we give to achieve this Thanks for your help!

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Resolved! How to link a dashboard to a sub-menu in CSM Workspace?

Hi Community, In the CSM Workspace, I have a main menu item named “Dashboard” and added a sub-menu called “Case Volume by Channel” using sys_ux_list_menu_config.list. I’ve already created the dashboard, and I want this sub-menu to open that dashboard...

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Resolved! Data storage in base table and extended table

When a table is extended, it inherits all the columns from the table it is extending. When we store data in extended table, records are created in base table as well. My question is on the data stored for columns that are in the base table. The data ...

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links are broken in AI Search with Now assist

Hi Team, We are experiencing an issues where we are not able to open link from the AI search with now assist results. In short , the links are broken in AI Search when enable Now assist Kindly assist with the troubleshooting steps Regards,Amit

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Issue during integrating AI agent in employee Centre VA

Hi All, I am integrating AI agent with Virtual agent for the first time. My agent should check similar cases, incidents and knowledge articles and give a summarized troubleshooting steps to the customer, when the customer is reporting any issue. I ha...

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Sources for Now Assist in Virtual Agent Not Working

We turned on Now Assist in the Virtual Agent for our client. The Source feature, where Now Assist shows where it got its answer from, is not working at all. It will just give a plain text number, almost as if it is trying to provide a source. Thos...

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Can an AI Agent Connect to Live Agent ?

I am building an AI Agent in ServiceNow, and I would like to know if it is possible for this AI Agent to connect with users to a live agent when prompted. Specifically, I am looking for the following information:Can my AI Agent be configured to seaml...

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Developer Site Issue - "Upgrading Instance" message for days

My PDI has been reportedly "upgrading" for a few days now, and the developer actions (such as logging in) are blocked. I have an User ID + Password combo and have been able to log in with a test user, I saw that the instance is live and working prop...

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2 client scripts loading differently in different instances

Hi All, We have 2 onChange client scripts running on same field. In Dev, cs 1 is loading first and cs2 is loading second which is setting expected behaviour. In QA, cs 2 is running first and cs1 is running second which is creating discrepancy. in Bot...

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Health and safety - Workspace - Add injury details - Unable to create Injury

Health & Safety - Incident : Out of the box gives option that Agent can create/update injuries. There is a requirement to a group of people need access to create / update injuries(sn_ohs_im_injury). I have created a custom role and given access to t...

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Outlook Actionable Message issue

Hi All, I need to include the Risk Assessment link in the OAM approval notification .Here is mine script,but it is not working,tried in backgriund script,it is working. (function(current, languageForApprover) {var approvalACHelper = new sn_ms_oam.App...

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Resolve button started appearing in Employee Center after Yokohama upgrade

After upgrading our instance to the Yokohama release, we noticed that the Resolve button is now visible in Employee Center, whereas it was not visible before the upgrade.There were no custom changes made to the widget or UI Actions as part of the upg...

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how to add 'Manage' to cost plan under Demand record in Strategic Planning workspace

Hi, In the native UI, when I go to Demand Record (dmn_demand) , i have in the related list the 'Cost Plan'.Under this related list i have two options: 'Manage' and 'New'.but if i go to Strategic Planning workspace, i only have the 'New' option withou...

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How to hide relationship types in relationship editor?

I have a system property which contains a list of sysIDs for relationships that are on the cmdb_rel_type table and i want to use this to prevent users from being able to select certain relationships if criteria is met. I've create a script include wh...

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Is it possible to capture email replies in the activity stream of a record

When a user replies to a notification email, can that reply be logged automatically in the record’s Activity/Work Notes/Additional Comments?If this is possible, what is the recommended approach

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