ServiceNow Community

Custom Fallback Topic is not getting triggered in Virtual agent on ESC portal.

Hi Everyone,I duplicated an existing custom fallback topic in Virtual Agent Designer to create a new one, but the new topic is not getting triggered in Virtual agent on ESC portal.The original topic (which works as expected) has an HR scope, while th...

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User can't able to see additional comments/worknotes field

I have a case table extends from the Task table. I noticed an issue recently that snc_internal users can't able to see additional comments and worknotes in the form. I checked the acl and it is passing for the user but not sure why these two fields a...

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Changed author but feedback task went to previous author

We've recently implemented that as knowledge admin I can edit the valid to dates and author without using the checkout option to create a new version for those changes. That has been going well. However, on Tuesday I changed the author on an article ...

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Not able to add Standard Ticket Actions for tickets

Hello all, I am trying to figure out how to add new standard ticket actions for tickets in the employee center portal. I am going to Ticket Configuration and finding the table I want to focus on (ex: Incident) and going to the Standard Ticket Action...

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Can you track specific views from users on news articles?

Is there a table you can pull data from for news article content? OOB you can see how many users have viewed it, but we want the ability to see which specific user viewed it, similar to how you can see user data for knowledge article views. Any idea...

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Survey Follow-up Response

I would like to ask a quick question ..slightly baffled.We are looking for a “Survey Response Follow-Up” process; where surveys are reviewed, users are contacted (especially bad surveys) and tasks is then closed. I have done some research and I am st...

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which OOB component unblocks an email address from Bounce Email Address (sys_blocked_email_addresss)

May i know how the email address in sys_blocked_email_addresss table is set to Unblocked and Failed Count to 0 . is it OOB functionality/which component sets it to unblocked? Appreciate the Help! Thank you

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Resolved! Scheduled Background Script – GlideRecordSecure() not updating Incident HTML Description field

Hello!I have a scheduled background script that updates the incident.description HTML field.Now I've read about ServiceNow scripting governance tool and I have added the admin user and all required users the snc_required_script_writer_permission role...

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Resolved! Actionable task for Survey response.

Hello Experts, I have created a survey for Service Desk team. One of the question in the Survey is as below Whenever the response is Yes, I want to create an actionable Task to the Service Desk managers , they get notified and can update & close t...

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Scripting and Coding

OOTB reporting for collaborative work management

Can any one suggest if servicenow provides any standard reporting for CWM. These reports can be Sprint velocity analyticsBurndown / burnup chartsHistorical trend tracking across sprintsPredictive or time-series analyticsOr if I have to generate such ...

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Resolved! Creating a follow-up process for survey responses

Hi,We want to introduce a process to ensure that we follow-up on any negative responses to surveys.I have created the workflow, notifications etc and all is working perfectly except that the workflow is triggering each time the negative response is r...

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Simple steps to auto-enable user record on correct SSO login

Sometimes your source of user data is not fully correct.It can get incorrect data from external source or just temporary marks user as disabled while user on vacation. Script below will mark user record as active as a result of correct SSO login. Pr...

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Multi-Row Variable Set - Reporting - Display Rows in to Columns

Hello Community, I am reaching out for some support. We have been leveraging the multi-row variable set for many of our catalog items with out consider some of the challenges in reporting on the date. Challenge #1 - there is no direct relationship...

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Analytics and Reports

Event Management Connector Instance - PUSH or PULL which is Better for SolarWinds

Hi All,We are doing POC on the Event Management for Solarwinds. We would like to understand which connector instance would be the best PUSH or PULL? Our Concern is if we use the PUSH connector:1) Do we lose any alert aggregation2)Does it apply the ...

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Resolved! How to remove Side Nav icons in SOW that don't show in UI Builder? 'Service operations workspace'

Hi everyone,In Service Operations Workspace (SOW), I have sidebar icons (like "AIOps configuration") that appear in the workspace but are not visible in the UI Builder "Side Navigation" settings or the main chrome_toolbar JSON.I found them as separat...

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