ServiceNow Community

User sysid is printed in worknotes journal

Hi Everyone,Below is the screenshot of "ask for approval" action of flow designer, i am adding journal in work notes field..Which is working fine, but at the end its printing sysid of the user who is rejected/approved it in the work notes.Instead i w...

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Looking for Fun & Unique Flow Designer ideas to practice building flows

Hi Community,I’m not working full‑time in ServiceNow yet, but I’ve started learning and I want to get hands‑on with Flow Designer. I’ve finished some flow learning path and micro‑certifications, but I’m still not fully confident applying them in real...

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Hide Price, Quantity, and Total fields on Approval (sysapproval_approver) in Service Operations Work

I am working with Service Operations Workspace and approvals related to Requested Items (RITM). In the approval record (sysapproval_approver), under the Request tab, there is a section “Summary of request being approved” that displays the columns Pri...

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How to set Default Filter Operator for columns to 'contains'

For instance when I go to CSM/FSM workspace each time I have to select the 3 dots to change the filter operator. We have a ask that operator should be set to 'contains' as default

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How to apply next related template

I have a template for sc_task table and in "Next related template" field I have added another template which is also for sc_task. Now when I apply template using GlideTemplate.apply() or GlideTemplate.get(), only 1 record is being created.Is this OOT...

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Resolved! Understanding Where CHILD_INCIDENT_QUERY_FILTER Comes From (Extension Point Deep Dive)

Problem:While working with parent–child incident relationships, I couldn’t find where CHILD_INCIDENT_QUERY_FILTER was being defined or applied. It wasn’t obvious from the UI, business rules, or scripts, which made troubleshooting confusing. 12/25 - A...

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Resolved! Why do Incident backlogs grow in ServiceNow even when SLAs are consistently met?

Our Incident SLAs (response and resolution) are being met consistently, but we are still seeing a growing incident backlog, repeat incidents, and poor user perception.From a ServiceNow and ITIL perspective, what are the common root causes of this, an...

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Resolved! Why CMDB maturity fails when CI status, ownership, and lifecycle aren’t enforced in ServiceNow

Many organizations invest heavily in Discovery and populate thousands of Configuration Items (CIs) in ServiceNow, yet the CMDB still provides limited operational value.From a CMDB and ITSM perspective, why does CMDB maturity stall when CI status, own...

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Resolved! Why XLAs fail in ServiceNow when organizations still operate with SLA-first thinking

Many organizations are adopting Experience Level Agreements (XLAs) in ServiceNow to better reflect user satisfaction. However, even after implementing XLAs, teams often see little improvement in user experience or behavior.Why do XLAs frequently fail...

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Can a user without roles (doesn't have access to SN instance), approve/reject a Change by email?

The question is: Can we configure an approval task for a user who does not have access to ServiceNow?The user will not have any roles. The client would like to send an approval to an IT director by email, allowing the user to approve or reject direct...

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Resolved! Why Incident Query Results Differ Between UI and Script

ProblemI ran into a situation where an incident query returned different results when run from a script (GlideRecord) versus what I saw in the UI list view. At first, it looked like a data or ACL issue, but everything checked out.Update 12/25 Solutio...

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Need some help based on dependent field

Hello team, Merry ChristmasI need some assistance with an issue I’m facing. I have built a custom application where I created manager profiles across different tables. The username field is a reference to the sys_user table, while the remaining user ...

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Looking for Fun & Unique Flow Designer ideas to practice building flows

Hi Community,I’m not working full‑time in ServiceNow yet, but I’ve started learning and I want to get hands‑on with Flow Designer. I’ve finished some flow learning path and micro‑certifications, but I’m still not fully confident applying them in real...

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How to hide the communication plan tab in Service Operations Workspace

Hello Team, I would like to hide the "Communication," "Playbook," and "Post Incident Review" tabs in the Major Incidents section within the Service Operations workspace.Could you please assist me with this? Requirement is these tabs are visible only ...

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Resolved! Looking for Documentation on sys_portal_preferences

Hi Community,I’m trying to find official ServiceNow documentation about the sys_portal_preferences table. From what I understand, this table stores user-specific portal settings, but I’d like to confirm its exact role and usage.Has anyone worked with...

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