ServiceNow Community

How to measure incidents resolved with Knowledge Articles

Hello Community, One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. Does anyone have any experience in tracking this information and would care to share what their stra...

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Incident Management
Knowledge Management
KPI's

Is there a way to check real time instance performance?

Is there any performance page/dashboard available to check when experiencing slowness? Something that would signal weak performance statistics during any sort of slowness/loading issues. There are times when only one user is experiencing issues and w...

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How do you grant case read access to Group Managers without making them group members?

In the COE Security Policy, it is possible to grant access permissions at the group level.Users who belong to the group get the permissions, but group managers do not get any permissions by default.One idea is to customize the ACL scripts that refere...

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Inconsistent behavior: Comment updates recognized in Service Portal but not in Native UI

Hi All,We are observing inconsistent behavior between the Service Portal and the Native UI related to comment updates on RITM records. When comments are added through the Service Portal, the system correctly identifies the action as an update. Howeve...

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Difference between "now assist features" and "now assist context menu" in "Now Assist Experiences"

In the Now Assist admin, "Now Assist features" has options to configure the OOTB skills and "Now Assist Context Menu" in the "Now Assist Experiences" also have option to configure pre-defined skills, so what is the difference between them.

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Access control list not working

Hi all I am implementing ACLs and I am expecting a user to stop seeing records, however this is not working. I would like to see why ACLs are not firing and stopping the user, is there an easy way to see this? what is the steps to achieve this? Kind ...

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Resolved! add a user/group in CC of an email

I have a custom table and the form as below:We want Recipient in cc of email notification. I have written a email script as below:Its not working as expected.The email template has nothing mentioned in it, so its not overriding my code.Note: this ema...

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AI Voice Agents Are Here: Autonomous Service That Delights

We're excited to announce that AI Voice Agents are now live on the Now Platform! AI Voice Agents bring natural, human-like conversations to your customer and employee experiences—answering questions, resolving issues, and completing tasks through v...

Article
FAQs

A2A External Agent Setup Successful, But Execution Fails—Need Steps to Resolve

Hello Community, I have configured an AI Agent in Instance A. When prompted, the AI Agent collects the required details and successfully creates a case in the target table. In the AI Agent configuration, I have enabled "Allow third party access to th...

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Recurring task based on previous date

So, I have a CMDB record that has a date field in it in the future. I want to have a task to review the record 30 days before that date. Is there a way to have a ticket be automatically generated? (An example use of this is a certificate that expires...

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same implementation of escalate to program risk

I want the same implementation of this this button on project workspace its working as expected on the native view but i want to add this button same implementation configuration on the workspace as well how can i do that

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Deletion of records that are more than 6 years old from all tables.

I wanted to learn the best practice in ServiceNow for handling records older than 6 years, and I used Data Archiving to store those records.Please tell another best way to delete the record

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How can I use events to communicate between components on a page? (UI Builder on Zurich)

I have a custom component that I created within UI Builder's latest Component builder GUI. It contains a Collapse component that is controlled from the custom component, but I also need to be able to control it from outside the custom component (Exp...

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Reorder docs in Project Workspace

Is there a way to reorganize/reorder docs in the Docs section of of the Project Workspace or to change docs into subpages without having to copy content to a new page?

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How to display Variables Formatter in a Request(sc_request)

Hi, I am implementing a workflow that performs approvals at the request (sc_request) level. I am using an Order Guide, but I want to display the Variables in the Order Guide on the native screen in the Variables Formatter format.Is this possible? I k...

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