Request Incident Exceptions Best Practice Question

Can anyone confirm for me if this is a sound approach - Restrict SLA exception requests only when an incident is in resolve status? I believe with an open approval task; the incident will not move to close until after the exception approval task is c...

• Question

AI agent trigger record

Hello everyone, Is it possible to get the trigger record details as a data pill or any other way in AI agent?Trigger is inbound email, and I want to get the sys_email record details like sys_id and message_id Thanks,JK

• Question

Please explain the agent-based workflow titled “Wrap-up and resolve incident.”

When viewing the “Wrap-up and resolve incident” workflow in AI Agent Studio, I notice no triggers are configured.Is invoking it via the Now Assist panel the best way to run this workflow?

• Question

Do we have any OOTB functionality to achieve this or we need to make custom solutions for attachment

Hi all,We have been working for a global website where anyone can come and make tickets and attach any attachment so we have some concerns about attachment api from SN. like we have given simple restapi for attachment table but when infosec(security ...

• Question

VA support for seismic

HiHow can I enable (Enhanced chat) on UI Builder, I can not find any component provided by platform in UI Builder.

• Question
• Virtual Agent

External AI Agent discovery & Invocation using A2A

Hello ,I need assistance with how to register an external AI Agent onto my service now instance using well known discovery type as it is mentioned we require a provider account or need to create a new provider? I need to register an agent from Google...

• Question

CIS – Data Foundations (CMDB/CSDM) Preparation??

Hello everyone,The CIS – Data Foundations (CMDB/CSDM) certification has been a big topic in the community lately.From the blueprint, I noticed:The exam is 90 minutes instead of the usual 60The sample questions are largely scenario-basedThere are matc...

• Question

How to post comments as system instead of current user in scoped application

Hello Team, I am trying to post comments via script in scoped application but in the activity stream it is showing as Logged in User i wanted to show it as system i cant use setJournalEntry() method in scoped application script How to achieve this

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How to add catalog item in Employee center portal

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entity based access control

I am looking to use Entity based access control for IRM. I would like to restrict Controls and Risks from showing to people outside the hierarchy for that area of the business.I have setup Entity Access Configuration as an 'Entity' and selected entit...

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Virtual agent topic Keywords not working

Hi Team  when I search with this keyword in the chatbot it says 'Sorry, we couldn't find any matching topics'Can someone let Help me to fix it please?   

• Question

Virtual agent topic Keywords not working

Hi Team  when I search with this keyword in the chatbot it says 'Sorry, we couldn't find any matching topics'Can someone let Help me to fix it,please?   

• Question

How to deactivate Entities permanently?

Hello all, I tried to deactivate demo entities in my instances. But after a few minutes or so, the entities come back and active. How to deactivate the entities permanently? Advanced thanks!

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• Integrated Risk Management (IRM)
• Risk Management

Add fields or variables to the incident work notes when it is created

Hello everyone,I need your help in explaining how to add fields or variables to the incident work notes when they are created. For example:In this section, add a variable called "street" which was already captured in the service portal form.  Thanks 

• Question

List-Simple does not open with the columns selected in the visualization

Is there a way to get the List-Simple visualization to show the selected columns when the View All link is selected instead of the long row of regular columns?

• Question