ServiceNow Community

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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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...

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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...

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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...

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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...

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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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ATF steps not working

I am currently working with Yokohama version. Validate Variable Values ATF step gives error like:This step failed because the client error 'Invalid query string received:b4c92cf39341d210b5b3f4ed1dba1023: java lang NullPointerException:Invalid query ...

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Draft and Populate Catalog Item Variables From Flow or Business Rule

Hi, I have a requirement where if a user gets deactivated from our organization, we need a request submitted to revoke their software license. How can this be achieved? Currently, it's somewhat of a manual process, although it is mostly automated oth...

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Missing 'Highlight based on' Calendar report after migration to Platform Analytics

We used to have our change calendar report color coded for easier viewing, now since migrating to Platform Analytics I no longer see the 'Highlight based on' at the bottom of the calendar or anywhere else. Can someone help me out please?

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Fluent Table API - autoNumber does not work

Hello Community! I have created a table using Fluent's Table API, and the table is created correctly, as well as the "title" column, but it seems to ignore the autoNumber. After reading the documentation, I can’t find what might be happening, so I wa...

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Containerized MID Servers upgrading unnecessarily on deployment

I have notices that the Containerized MID Servers are being forced to automatically perform an upgrade on following deployment even though the docker image was build using the correct version of ServiceNow running on the instances.Do anyone know why ...

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SPM Fundamentals On Demand Lab

I am on Lab 3.3.1, TC033102, and stuck trying to locate the project "Automated patch management across IT systems". I am impersonating Paul Martin, and this project isn't found. It is used to add a subproject to a project. What should I do about th...

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Field recommendation with Task intelligence

Hi, I have previously set up task intelligence on service offering field as per image, in service operations workspace. However I am now struggling to replicate it and it seems as though i have missed a part of the configuration out. How would i go...

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Is it possible to add fields from ID to the list layout of metric_instance table

Hi there, I wanted to modify list layout of metric_instance table and add fields from reference field "id" for eg. incident's short description, state etc . Unfortunately there is no option available to dot walk into ID field although its a reference...

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