ServiceNow Community

Best solution for delivery process in FSM

Hi,I need to define a technical solution for the process of delivering assets from the warehouse to the point of sale (location), including order preparation, DDT generation, tracking and handling. The aim is to minimise customisation and make the mo...

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one email notification instead of different emails

Hi,I have a requirement which is, Please merge all email notification for when a case is assigned in one email notification instead of different emails for each team.In the filter, user "not any of" so teams receive these notification by default with...

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Knowledge 2026

How can I make the best use of Knowledge to deepen my understanding of CMDB best practices and implementation?Are there any specific sessions, materials, or topics you would recommend prioritizing during the event?Thank you all for the support.

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MIgration guide for team level agile from Agile Development 2.0 to CWM

Migration Guide Agile Development 2.0 → CWM Team-Level Agile Execution · A step-by-step guide for transitioning to Collaborative Work Management (CWM) Contents OverviewPhase 1: Before You BeginPhase 2: Set Up Your CWM SpacePhase 3: Create ...

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Any issue with making more states option available in tasks?

Have a request to add some additional State options to tasks under a requested item. The act of adding these states doesn't seems difficult:1. Right-click "State" in a task2. Select "Configure Choices"3. Shows "Tailoring: sc_tasks.state". The states ...

Question

Custom Scoped Application for Platform Implementation

Using a scoped custom application to implement ServiceNow across incident and REQ/RITM is not best practice, correct? I'm looking at one here where they've used a custom application in Studio to implement incident, sc_request, assessments, the ESC, a...

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HTML Fields spacing issue

we are creating custom security table same as security incident table (sn_si_incident) .after closing the security incident then all field on the form should be readonly we are doing this using client script in our custom security table the issue is ...

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Prevent Appending Email to the Activity Stream of a Closed Incident

I am being asked to prevent an email reply from being appended to the activity stream of a closed (active = false) incident ticket. I have stopped the commenting when the incident is closed, but cannot figure out how to prevent the email from being a...

Question

How does AI Control Tower handle governance for third-party AI agents alongside native SNow agents ?

Background & Context: With the launch of AI Control Tower at Knowledge 2025, ServiceNow positioned it as a unified command center for governing any AI agent — native or third-party. The platform promises enterprise-wide visibility to monitor and mana...

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Resolved! AI Search on Portal level

Hi All,We recently enabled the "AI Search" on the service portal level and when we search catalogs, knowledge articles , Records producers and Order guides with the keywords, Catalog item records are being opened in their form view, not the portal vi...

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The Art of the Timeline: Balancing Velocity and Governance

Strategic Implementation Roadmapping for the Public SectorOne of the most common pitfalls in ServiceNow implementations is the "Big Bang" failure—which is attempting to go live with everything at once, only to be stalled by security gates or user re...

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Architect

Form Save Fails in Native UI When Pasting PoC/Exploit-Like Text into a String Field

Hi All,We are facing a strange issue in Native UI on the Incident table.We have a custom field:Table: incidentField: u_steps_to_reproduce (String, max length around 8000)When users paste technical content into this field—for example security PoC deta...

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More Calls. More Builds. The #BuildMoreWithBuildAgent Challenge is here!

More Calls. More Builds. The #BuildMoreWithBuildAgent Challenge is here! Last year, you showed us what was possible with the power of Build Agent. The apps you created, the prompts you shared, and the ideas you brought to life using Build Agent insp...

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How to Add a Risk Acceptance Button to Change Enablement Overview Card?

Hello and thank you, I’m working to streamline our Change Enablement process and would like to add a card to the overview screen within the Change Enablement workspace that includes a button for users to complete risk acceptance directly, rather tha...

Question

Creating Epics from CWM

Hi Everyone, I would like to understand the possibility of working with epics from CWM.I am familiar with the KB: KB2675470 explaining the current limitations.Our use case is we would like to start just by rolling out CWM to replace Agile 2.0, for o...

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