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CMDB - Understanding Identification and Reconciliation Rules and Conflicts within these rules

Big Picture (one‑liner)Identification & Reconciliation rules answer two different questions: QuestionAnswered by“Is this CI already existing or is it new?”Identification Rules“If multiple sources update the same CI, whose data should I trust?”Reconci...

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Data Foundations

policy Knowledge articles shall not be visible or accessible for non user

When a policy is published, the system shall continue to automatically generate a corresponding Knowledge article in the kb_knowledge table when the Knowledge category is set to Policy. If the category is not set to Policy, the Knowledge article shal...

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Need to transfer chat to live agent when user seleect anything else topic in MS teams chat window

Hi Everyone, Recently we have integrated and configured Virtual agent for MS Teams. It is working as expected. But Now we need to transfer user chat to live agent when select Need more help.. or Anything Else.. from chat window. When we try to updat...

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In UI Macro infront of Location field need icon button once click it shows only related incident

@Ankur Bawiskar I need you help on In UI Macro in front of Location field need icon button once I click it shows only related incident for that location which opened only in last 10 days.So i used out of box UI Macro - user_show_incidents (which is...

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Resolved! Incident Access Restriction Using ACL and Custom Roles

How do you allow a non-ITIL user to view all incidents, restrict confidential incidents to an elevated role using a table-level ACL, and switch their view from Self-Service to Service Desk?

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either one of the field is not filled ...block the order

either the security group or attachment needs to be filled in. So I would need 1 of the 2 to be filled in before they can click order button?

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Building URL dynamically to view a RITM in 'Workspace mode

I am trying to build an URL to open a RITM in ServiceNow (Workspace mode)When opening the RITM directly from servicenow,the following URL is presented: RITM0086545 | Service Operations Workspace | ServiceNow How can I create this URL dynamically for...

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Default Landing Page for SOW

Overview: This document explains how to manage and customize homepage redirection for users in the ServiceNow interface. It focuses on using the sys_homepage_destination_rule table to control where users land after logging in, based on their roles or...

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Attachment not showing in employee center portal

Hi All, I have a issue where a PDF document is attached to a KB article when the article is opened in Employee center the attachment is not showing, is there anyone have idea of faced similar kind of issue. Regards,Devender

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OnChange Client Script Executing after onLoad in workspace

Hi everyone, I’ve created my first OnLoad client script for the Incident table that sets the Assignment Group to a specific value. I also have an OnChange client script tied to the Assignment Group field. In Workspace, I’ve noticed that my OnChange s...

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Resolved! Copy email history from original HR case on the transferred HR case

The requirement is that - full email history to transfer with an HR case when it is reassigned or recategorized (transferred), so that all communications related to the case remain visible, accurate, and centralized in one record. I am trying to cons...

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DocuSign Adhoc Signature Setup in ServiceNow (After OOTB Integration Flow Deprecation)

Hi all, I’m working on integrating DocuSign with ServiceNow for an adhoc signature use case, but I’m facing challenges since the OOTB DocuSign Integration Flow (DT DocuSign Integration Flow) is now deprecated.My requirement:We have created a PDF temp...

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How to get the time and date in CET time zone in scoped application

Hi All,I would like the date and time to be converted in Scoped application below code is not working can you please help me.var grIncident = new GlideRecord('incident');if (grIncident.get('sys_id', 'e8bfe5eac380cb9896985630a00131a2')) { var gdt =...

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Timeout error when calling a Skill Kit LLM from flow designer

Hi All,I am calling a Skill kit LLM from Flow Designer using Execute Skill. The whole ticket record is passed from the workflow to the skill kit. When running the flow designer, I am receiving a timeout error as the time limit is set to 60 seconds. H...

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Can we use now-sdk transform to correctly pull the required metadata for a flow created by UI ?

Hi Team,Can we use the now-sdk transform to correctly pull the required metadata for a flow created by UI Flow designer?We tried to create one flow in one of the instances and pull the required metadata into our codebase for that flow using transform...

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