ServiceNow Community

How are enterprises using Interactions or custom Contact/Call Logs

My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound...

Question
Case Management
CSM Configurable Workspace
Customer Service Management

How to make a UI Action button visible on workspace as well.

I have created a UI Action, for problem_task table. It's working perfectly on native form view, but if I open a problem task in Service operations workspace the button is not visible.How to fix this? I want the button to be visible on Workspace form ...

Question

Key management framework for EMR intergration

Hello,I'm trying to understand Key Management framework module. Currently we are using an integration with the EMR system with Epic. They are requesting we update the URL that is being passed from %SYSLOGIN% to %CRYPTSTR%. I was reading the document...

Question

Datadog Integration with ServiceNow

I`m working to integrate Datadog alerts with ServiceNow incidents when I trigger the alert the Servicenow is creating the incident however no information is populated only The subject and description. How do I configure to get the customer name field...

Question

LifeCycle Stages - Dashboard Filter

I have spent numerous hours on trying to first understand the build of CMDB LifeCycle Stage/Status fields and then try using them in the reporting, mainly looking ahead to Platform Analytics (NEXT Experience). Has anyone tried creating a Dashboard wi...

Question
LifeCycle Stage

Investigate options forAutomatic grouping of child tickets under parent tickets

Could you please someone help on this Is there a recommended approach to implement a threshold-based limit on the number of child tickets under a single parent incident (e.g., max 300), so that when the threshold is reached the system automatically ...

Question

Get SCCM data and populate cmdb_ci_disk table, specifically the hard drive serial_number

We have a working SCCM connection. I am trying to populate the hard drive serial number into ServiceNow. I can see the value is available in SCCM, but when I try to create a transform map or adjust the robust transform, the serial_number field is not...

Question

Error message on Attachment field

Hello, I have an attachment field on a catalog item that when the attachment has been deleted after being added to the field, an error message should display This worked for a checkbox field...is it possible for an attachment field? This is after th...

Question

Core Asset Management vs HAM Pro - What You Actually Get (and When to Upgrade)

One of the most frequent questions I see in the ServiceNow ITAM community goes something like this: "We already have ITSM - do we actually need to buy HAM Pro?" The answer depends entirely on what problem you are trying to solve. The honest truth i...

blog

Page inaccessible after upgrade

After having upgraded my instance to Australia, I can no longer access this page (see attached screenshot). I've checked the ACLs and even tried creating a new one that explicitly allows access to the page, but no matter what I try, I still get this ...

Question

Integrating with Apple Business Manager for Device management

Hello, I am trying to integrate with Apple Business Manager to import mobile device data into the CMDB. The ABM API uses OAuth2 with JWT for authentication, and requires that the client assertion be signed with the ES256 algorithm. I followed this ...

Question

Association of multiple services to a single service request - Best practice

Hi all, I wonder if associating multiple services to a single service request is a best practice and why or why not.E.g. 3 service requests to add a user to a specific group have been created for 3 different services and for each one the flow can be ...

Question

Reporting on the source of interaction records

Is there a way to report on the source of an interaction record beyond creating a custom field? Interactions could be generated through chat or via email or from the service portal, which means we could use the 'type' but if there are multiple record...

Question

Workflow

Hi All, Problem: During an upgrade there is manual intervention needed when changing the state on a record from 'Scheduled' to 'Implement'The change outside of the upgrade is automated, but it only pauses during an upgrade, please see attached image ...

Question

Script seem not executed by the LLM from Custom Skill

Dear all,As part of my learing on Now Assist and custom skil, I try to build a skill which scan an incident for good data quality.For that I have created a script include as below which specify the rules to follow :var IncidentDataQualityEvaluatorTes...

Question