Creating an event rule

Australia IT Service Management

Release
australia
ft:locale
en-US
ft:publication_title
Australia IT Service Management
ft:clusterId
itsm
bundleId
itsm
workflow
Technology
  • IT Service Management
  • Script includes and customization
  • Machine learning solutions for IT Service Management
  • Request Predictive Intelligence for Incident Management
  • Request Predictive Intelligence for MIM
  • Predictive Intelligence for Incident Management
  • Request Predictive Intelligence for Incident
  • Predictive Intelligence for Incident
  • Simplified IT Service Management
  • Explore
  • Configure and integrate
  • Install IT Service Management
  • Configure integrations and ITSM experiences in Simplified IT Service Management
  • Configuring the employee experience in Simplified IT Service Management
  • Configuring the fulfiller experience in Simplified IT Service Management
  • Employee experience
  • Employee experience using Employee Center
  • Open an IT ticket in Employee Center
  • Submit a catalog item request in Employee Center
  • Search for a solution in Employee Center
  • Get chat support in Employee Center
  • Employee experience in Employee Slate
  • Submit a catalog request in Employee Slate
  • Submit an incident in Employee Slate
  • Fulfiller experience
  • Accept a live chat from a requester
  • Generating AI summary and next steps
  • Using the Service Desk Team Dashboard
  • Reference
  • AI agents and agentic workflows in Simplified IT Service Management
  • Catalog items installed with Simplified IT Service Management
  • Asset Management
  • ITSM Software Asset Management
  • Legacy Software Asset Management plugin
  • Legacy Software Asset Management plugin Overview module
  • Use the legacy Software Asset Management plugin Overview module
  • Legacy Software Asset Management plugin roles
  • Installed with the legacy Software Asset Management plugin
  • Legacy Software Asset Management plugin setup process
  • Determine where software is installed using the legacy Software Asset Management plugin
  • Find software on the network using the legacy Software Asset Management plugin
  • Scan software installations with the system scheduler
  • Software licenses in the legacy Software Asset Management plugin
  • License management with the legacy Software Asset Management plugin
  • Add a software license using the legacy Software Asset Management plugin
  • Create and manage an enterprise license using the legacy Software Asset Management plugin
  • Create and manage a subscription license using the legacy Software Asset Management plugin
  • Software license entitlements for the legacy Software Asset Management plugin
  • Create an entitlement for the legacy Software Asset Management plugin
  • Create a software user license entitlement for the legacy Software Asset Management plugin
  • Entitle a license to a configuration item using the legacy Software Asset Management plugin
  • Entitle a license to a user or location using the legacy Software Asset Management plugin
  • License upgrade and downgrade with the legacy Software Asset Management plugin
  • Upgrade a license using the legacy Software Asset Management plugin
  • Downgrade a license using the legacy Software Asset Management plugin
  • Identify a downgrade child
  • View a list of unallocated software licenses for the legacy Software Asset Management plugin
  • Merge software licenses using the legacy Software Asset Management plugin
  • Manage software models using the legacy Software Asset Management plugin
  • Create and manage software suites using the legacy Software Asset Management plugin
  • License calculations with the legacy Software Asset Management plugin
  • Calculate software licenses using the legacy Software Asset Management plugin
  • License calculation types supported by the legacy Software Asset Management plugin
  • Create a custom license type for the legacy Software Asset Management plugin
  • Create a custom script for a legacy Software Asset Management plugin license type
  • Software discovery models in the legacy Software Asset Management plugin
  • Edit a software discovery model using the legacy Software Asset Management plugin
  • Automatically match to an existing model using the legacy Software Asset Management plugin
  • Create new models using the legacy Software Asset Management plugin
  • Legacy Software License Compliance Checker
  • Check your software license compliance
  • Software license reconciliation counters for the legacy Software Asset Management plugin
  • Get started with software counters for the legacy Software Asset Management plugin
  • Schedule a software count for the legacy Software Asset Management plugin
  • Use a software counter for the legacy Software Asset Management plugin
  • Create a software counter for the legacy Software Asset Management plugin
  • Set up quick counters for the legacy Software Asset Management plugin
  • View software counter results for the legacy Software Asset Management plugin
  • View software counter summaries for the legacy Software Asset Management plugin
  • View software counter details for the legacy Software Asset Management plugin
  • View usage counter results for the legacy Software Asset Management plugin
  • Legacy IBM PVU Process Pack
  • Activate the legacy IBM PVU Process Pack
  • Validate requirements for PVU mappings
  • IBM PVU mapping preparation for the legacy IBM PVU Process Pack
  • Refresh your legacy Software Asset Management plugin processor definitions
  • Legacy Software Asset Management plugin processor definitions
  • View IBM PVU mappings for the legacy IBM PVU Process Pack
  • Use software counters with the legacy IBM PVU Process Pack
  • Installed with the legacy IBM PVU Process Pack
  • Software contracts for the legacy Software Asset Management plugin
  • Create software contracts for the legacy Software Asset Management plugin
  • Legacy Oracle process pack
  • Using software counters with the legacy Oracle Process Pack
  • Software models for the legacy Oracle Process Pack
  • Request the legacy Oracle Process Pack
  • Installed with the legacy Oracle Process Pack
  • Create an Oracle software license
  • Validate requirements for Oracle mappings
  • Run the Oracle software counter
  • Software Asset Management Foundation plugin
  • Exploring Software Asset Management Foundation plugin
  • Software Asset Management Foundation plugin roles
  • Software Asset Management Foundation plugin software discovery and normalization
  • Software Asset Management Foundation plugin discovery models and software installations
  • Software Asset Management Foundation plugin software reconciliation for compliance
  • Setting up Software Asset Management Foundation plugin
  • Request Software Asset Management Foundation plugin
  • Manage a SAM Foundation software suite
  • Customize a Discovery pattern for Software Asset Management Foundation plugin
  • Get started with Software Asset Management Foundation plugin
  • Configuring Software Asset Management Foundation plugin workspace
  • Create a Software Asset Management Foundation entitlement
  • Create a Software Asset Management Foundation software model
  • Configuring the classic Software Asset Management Foundation plugin
  • Create an entitlement
  • Create an entitlement allocation
  • Create a software model
  • Manually normalize a discovery model
  • Manually override an edition value
  • Using Software Asset Management Foundation plugin workspace
  • Software asset overview for Software Asset Management Foundation plugin dashboard
  • License usage view for Software Asset Management Foundation plugin
  • Run Software Asset Management Foundation plugin software reconciliation in workspace
  • License Operation view for Software Asset Management Foundation plugin
  • View discovery models in workspace
  • Using Software Asset Management Foundation plugin classic
  • Software Asset Management Foundation dashboard
  • Run Software Asset Management Foundation plugin software reconciliation in classic
  • View Software Asset Management Foundation plugin software model results in classic
  • Software Asset Management Foundation plugin Administration
  • Add a Software Asset Management Foundation plugin custom software product
  • Add a Software Asset Management Foundation plugin custom license metric
  • Migrate Software Asset Management Foundation plugin software installations
  • Software Asset Management Foundation plugin properties
  • Software Asset Management Foundation plugin migration
  • Overwrite customizations for Software Asset Management Foundation plugin migration
  • Contract Management
  • Use the Asset Contract Overview module
  • Components installed with Contract Management
  • Tables installed with Contract Management
  • User roles installed with Contract Management
  • Script includes installed with Contract Management
  • Client scripts installed with Contract Management
  • Business rules installed with Contract Management
  • Contract renewal workflow
  • Create a contract renewal request
  • Renew multiple child contracts
  • Supply contract renewal information
  • Add or remove assets for a contract renewal
  • Add or remove entitlements for a contract renewal
  • Update terms and conditions
  • Add rate cards to the new contract
  • Review contract renewal details
  • Approve or reject a contract renewal request
  • Receive a purchase order for contract assets
  • Results of canceling a contract renewal process
  • Contract approval flow
  • Contract Management use
  • Contract life cycle
  • Contracts
  • Create a contract
  • Create a software maintenance contract example
  • Add an asset to a contract
  • Add a user to a contract
  • Add a configuration item to a contract
  • Add a document to a contract
  • Adjust a contract
  • Renew a contract
  • Cancel a contract
  • Verify contract administrator assignment for notification
  • Send the contract for approval
  • Approve or reject a contract
  • View approval history on contracts
  • Terms and conditions
  • Create a terms and conditions record
  • Add terms and conditions to a contract
  • Build a terms and conditions document within a contract
  • Create a contract rate card
  • Contract Rate Card form
  • Create a new expense line
  • Generating expense lines based on assets or users
  • Add a user or asset to a contract
  • Create a rate card and assign a user or asset
  • Configure rate card expense generation
  • View contract expense lines
  • Monitor a contract
  • Run a contract report
  • Condition check definitions
  • Define a condition check
  • Domain separation and Contract Management
  • Procurement
  • Procurement roles
  • Procurement workflows
  • Use the Procurement Overview module
  • Activate Procurement
  • Components installed with Procurement
  • Business rules installed with Procurement
  • Client scripts installed with Procurement
  • Script includes installed with Procurement
  • Tables installed with Procurement
  • User roles installed with Procurement
  • Sourcing items in a service catalog request
  • Create a purchase order from a request
  • Create a transfer order from a request
  • Source requests from local stockrooms
  • Add an assignment from a request
  • Procurement purchase order management for assets
  • Track a request from the service catalog
  • Cancel a request from the service catalog
  • View and edit a catalog task
  • Create a purchase order
  • Create a purchase order line item
  • Purchase order status
  • Purchase order expected delivery date
  • Cancel a purchase order
  • Cancel a purchase order line item
  • Reorder a purchase order
  • Reorder a purchase order line item
  • Create an asset and reserve it for the requester
  • Receive assets
  • Receive an asset
  • Create a receiving slip
  • Create a receiving slip line
  • Consumable assets
  • Integrating with external procurement applications
  • Install Asset Management - Procurement Integration
  • Components installed with Asset Management - Procurement Integration
  • Domain separation and Asset Management - Procurement Integration
  • Integrating with Coupa
  • Create a Coupa integration profile
  • Create a requisition on Coupa through Procurement application
  • Reference data synchronization
  • Deleting an external procurement application integration profile
  • Domain separation and Procurement
  • Product Catalog
  • Components installed with Product Catalog
  • Tables installed with Product Catalog
  • Roles installed with Product Catalog
  • Script includes installed with Product Catalog
  • Client scripts installed with Product Catalog
  • Business rules installed with Product Catalog
  • Models
  • Model form fields
  • Create hardware models
  • Add compatible models to a hardware model
  • Add substitute models to a hardware model
  • Create consumable models
  • Bundled models
  • Add model components to a bundle
  • Remove model components from a bundle
  • Publish bundled models to product catalog
  • Software models
  • Create application models
  • Work order models
  • Models created for VMware support and Amazon EC2
  • Add skills to a model
  • Publish models to the hardware or software catalog
  • Delete models
  • Vendor catalog items
  • Synchronize information
  • Create a vendor catalog item
  • Link an item to the hardware catalog
  • Link an item to the software catalog
  • Publish an item to the hardware catalog
  • Publish an item to the software catalog
  • View a vendor list
  • Product catalog items
  • Create a product catalog item
  • Activate a product catalog item
  • Deactivate a product catalog item
  • Import a Product Catalog item
  • Model categories
  • View model categories
  • Create model categories
  • Create assets manually
  • Edit model categories
  • Delete model categories
  • Domain separation and Product Catalog
  • Benchmarks
  • Overview
  • Benchmarks roles
  • Enable Benchmarks
  • Getting started with the ITSM Success Dashboard admin console
  • Assign roles for Benchmarks users
  • Opt out of Benchmarks
  • Benchmark KPIs
  • Configure KPI participation
  • Configure resolved incident Benchmarks KPIs
  • Link or customize a benchmark KPI
  • Use Benchmarks data for value management analysis
  • Deprecated Benchmarks dashboard
  • View benchmark KPI data (deprecated)
  • Benchmarks KPI performance trend and recommendations (deprecated)
  • Drill down within benchmark KPI data (deprecated)
  • New Benchmarks Dashboard
  • View benchmark KPI data
  • Benchmarks KPI performance trend
  • Troubleshooting Benchmarks errors
  • Domain separation and Benchmarks
  • Benchmarks
  • Explore
  • Benchmarks roles
  • Configure
  • Enable Benchmarks
  • Enable a benchmark KPI
  • Configure resolved incident Benchmarks KPIs
  • Use
  • Use Benchmarks data for value management analysis
  • New Benchmarks Dashboard
  • View benchmark KPI data
  • Benchmarks KPI performance trend
  • Drill down within benchmark KPI data
  • Reference
  • Benchmark KPIs
  • Opt out of Benchmarks
  • Domain separation and Benchmarks
  • Link or customize a benchmark KPI
  • Change Management
  • Explore
  • Change model management
  • Change Models properties
  • Create a user criteria record for Change Management
  • Change types
  • Change templates
  • State progression for change models
  • Modify email notification
  • Change approval policies
  • Approval with e-Signature for change requests
  • Change Advisory Board (CAB) workbench
  • Upgrade Change Management
  • Configure
  • Change Management plugins
  • Request ITSM Roles- Change Management
  • Components installed with ITSM Roles - Change Management
  • Activate Business Stakeholder
  • Installed with Business Stakeholder
  • Activate Change Management - State Model
  • Update change request states
  • Installed with Change Management - State Model
  • Activate Change Management - Collision Detector
  • Installed with Change Management - Collision Detector
  • Activate Best Practice - Change Risk Calculator
  • Installed with Best Practice - Change Risk Calculator
  • Activate Change Management - Change Schedule
  • Installed with Change Management - Change Schedule
  • Activate Change Management - Risk Assessment
  • Activate Change Management - Standard Change Catalog
  • Tables installed
  • Activate Change Management - Change Success Score
  • Components installed
  • Activate Change Management - Mass Update CI
  • Installed with Change Management - Mass Update CI
  • Activate Change Management -Approval policy
  • Components installed with Change Management -Approval policy
  • Activate Change Management - CAB Workbench
  • Installed with Change Management - CAB Workbench
  • Activate Change Management ATF Tests
  • Activate Change Management - Core
  • Installed with Change Management - Core
  • Request Change Management - Risk Assessment
  • Components installed
  • Request Change Management - Standard Change Template Intelligence
  • Components installed
  • Change Management - Predictive Intelligence Core
  • Components installed
  • Activate Change Management - Change Flows
  • Activate Change Management - Change Velocity dashboard
  • Activate Change Management - Change Models
  • Activate Change Management Success Probability
  • Activate Change Management - Data Archiving
  • Standard change catalog
  • Configure standard change catalog properties
  • Create a standard change task template
  • Propose a standard change template
  • Attach files to a standard change template
  • Modify or retire a standard change template
  • Enhanced change data model
  • Create a Change model
  • Configure change model states
  • Create predefined transition condition types
  • Attach a process for Change model states
  • Create and propose a change template
  • Configure template categories
  • Modify a template
  • Review a change template
  • Retire a change template
  • Change template management flows
  • Change schedules
  • Change schedules view
  • Create a change schedule from the Change Schedules page
  • Create a change schedule from the change schedule definition
  • Add related tasks to a change schedule
  • Style rules definition
  • Define default style rules
  • Define style rules from Change Schedule Definitions
  • Define style rules from Change Schedules View
  • Configure ability to copy a change request
  • Create a change request assignment rule
  • Add a new change request type
  • Extend or disable multiple CI association
  • Conflict detection
  • Detect change conflicts
  • Create blackout and maintenance schedules in Change Management
  • Assign a maintenance schedule to configuration items
  • Configure change request to monitor conflicts
  • Conflict calendar
  • Manage your change schedules and resolve conflicts
  • Enable automatic change conflict detection
  • Detect conflicts manually and review conflict details
  • Change success score
  • Success score indicators
  • Success score calculation
  • Modify score calculation
  • Success score rating
  • Predictive Intelligence for Change Management
  • Intelligent solutions system properties
  • Train the Risk Intelligence solution
  • Train the clustering solution for standard change proposal
  • Applying CSDM guidelines to Change Management
  • Change Management and CSDM tables
  • Change Management use case
  • Change Management considerations
  • Legacy: State model and transitions
  • Legacy: Add a state to the state model
  • Legacy: Configure state model transitions
  • Use
  • Create a change request
  • Create a change request from a configuration item (CI)
  • Create a standard change request from the catalog
  • Copy a change request
  • Create a change task
  • Unauthorized change request
  • Disable the creation of an unauthorized change request
  • Unauthorized change properties
  • Process a change request
  • Associated CIs on a change request
  • Mass Update CI
  • Use Mass Update CI
  • Place a change request on hold
  • Refresh impacted services and CIs for Change
  • Refresh impacted services properties
  • Creating change approval policies
  • Create approval definitions
  • Create change approval policies
  • Create policy inputs
  • Create Decision records
  • Change Approval Policy workflow activity
  • Use the Change Approval Policy workflow activity
  • Use the Apply Change Approval Policy flow action
  • Create a Change approval policy using decision builder
  • Working with the CAB Workbench
  • Create a CAB definition
  • View the CAB calendar
  • Create a single CAB meeting occurrence
  • View CAB meeting details
  • Modify CAB meeting details
  • Send CAB meeting request to attendees
  • CAB meeting attendance using the CAB workbench
  • Add new CAB meeting agenda items
  • CAB meeting management using the CAB workbench
  • Mobile experience for Change Management
  • Download the Mobile Agent mobile application
  • Get started with Change Management mobile tasks
  • View change tasks
  • Add comments to your change tasks
  • Resolve or close a change task
  • Legacy: Change Management Platform Analytics Solutions
  • Legacy: Change Premium dashboard
  • Legacy: Change Management dashboard
  • Legacy: Open Changes Reports dashboard
  • Legacy: Open Changes State Monitor dashboard
  • Legacy: Age of Open Changes Monitor dashboard
  • Legacy: Change Velocity dashboard
  • Change Management troubleshooting properties
  • Manage the workspace configuration for a Change request in Service Operations Workspace
  • Use agentic AI
  • Reference
  • Configuring maintenance schedules - Best practices
  • Change Management properties
  • Analyze change request risk and impact
  • Risk conditions and calculation
  • Risk Calculator property
  • Add or modify risk and impact conditions
  • Risk assessment
  • Define risk assessments
  • Perform risk assessment
  • Migrate to legacy change risk assessments
  • Migrated risk assessment components
  • Success Probability definitions
  • Calculated Risk Score
  • Change management integrations
  • Change Management integration with ITOM Visibility
  • Change Management integration with Software Asset Management
  • Change Management integration with Hardware Asset Management
  • Domain separation and Change Management
  • Tutorial: add a new change management state
  • Create a new choice
  • Create a custom field
  • Add a UI policy
  • Create an ACL
  • Update the state handler script include
  • Update the state model script include
  • Create a UI action
  • Create a process flow record
  • Update the change request workflow
  • Change flows
  • Change Management Workflow Studio actions
  • ITSM Enhanced Security Features for Change Management
  • Activate ITSM Enhanced Security Features for Change Management
  • Coaching
  • Explore
  • About
  • Configure
  • Request Coaching
  • Define trigger conditions for a coaching opportunity
  • Identify and add course items for a virtual coach
  • Setting up
  • Create a survey and associate with a Coaching opportunity
  • Training agents using Coaching with Learning
  • Coaching your trainee
  • Assess a trainee
  • Assign skills after completing an assessment
  • Managing your coaching assessments
  • Work with your coach
  • Reference
  • Roles
  • Coaching properties
  • Field descriptions
  • Integrating Coaching with other applications
  • Resolve issues
  • Domain separation
  • Quick start tests
  • Continual Improvement Management
  • Overview
  • Domain separation in CIM
  • Integrated applications
  • Integrate CIM using API
  • Continual Improvement Workbench
  • Install
  • Identifying improvement opportunities
  • Create an improvement request
  • Create improvement initiatives from integrated applications
  • Create application records from improvement initiatives
  • Configure CIM integration property
  • Monitor and plan improvements
  • Managing improvements
  • Accept an improvement
  • Prepare an improvement
  • Assess an improvement for approval
  • Review and close an improvement
  • Reference
  • CIM roles
  • Improvement field descriptions
  • Components installed with CIM
  • Quick tests for CIM
  • Updates after improvement initiative creation from integrated applications
  • Updates after application record creation from improvement initiatives
  • Expense Line
  • Components installed with Expense Line
  • View an expense
  • Expense lines and expense allocations
  • Create an allocation rule
  • Automatic expense line creation
  • Create expense lines manually
  • Delete an expense line
  • Create a sample allocation rule
  • Use a scripted allocation
  • Domain separation and Expense Line
  • DevOps Change Velocity
  • Explore
  • User journey
  • Integrations
  • Dashboards
  • Configure
  • Install
  • Assign roles and tasks using workspace
  • Set up integration user account
  • Onboard using workspace
  • Integrate
  • Azure DevOps
  • Onboard Azure DevOps using Workspace
  • Onboard Azure DevOps using Service Catalog
  • Onboard Azure DevOps using Classic
  • Setting up Azure DevOps OAuth 2.0 credential
  • Model an Azure pipeline in DevOps
  • Associate Azure pipeline steps in DevOps
  • Configuring the Azure pipeline for DevOps
  • Configuring change control using the Azure Invoke REST API
  • Use the ServiceNow DevOps extension for Azure DevOps and Azure DevOps custom actions
  • Azure DevOps PAT scopes for DevOps
  • Configure SonarQube scans on Azure DevOps pipelines
  • Restarting failed build or release pipeline jobs and stages
  • Execution sequence and waiting logic for rerun jobs
  • Parallel stages in Azure DevOps release pipelines
  • DevOps work item import for Azure Boards
  • Track specific pipelines in Azure DevOps
  • Managing Azure DevOps artifacts
  • Get and update change request details in Azure DevOps pipeline
  • ServiceNow DevOps change request state in Azure DevOps pipeline logs
  • Configure and test webhooks
  • GitHub
  • Onboard GitHub using Workspace
  • Onboard GitHub using Service Catalog
  • Onboard GitHub using Classic
  • Setting up GitHub OAuth 2.0 credentials for DevOps Change Velocity
  • OAuth 2.0 credentials for GitHub Apps - JWT
  • OAuth 2.0 credentials for GitHub Apps - Authorization Code
  • GitHub Actions configurations
  • ServiceNow DevOps custom actions from GitHub marketplace
  • GitHub Deployment Gates for ServiceNow DevOps Change
  • Configure webhooks in GitHub manually
  • GitLab
  • Onboard GitLab using Workspace
  • Onboard GitLab using Service Catalog
  • Onboard GitLab using Classic
  • Setting up GitLab OAuth 2.0 credentials for DevOps
  • GitLab pull request configurations
  • Model a GitLab basic CI pipeline in DevOps
  • Bulk commits in GitLab
  • Configure webhooks in GitLab manually
  • Change acceleration in GitLab
  • GitLab pipelines with parallel jobs
  • Change acceleration for manual jobs
  • Jenkins
  • Onboard Jenkins using Workspace
  • Onboard Jenkins using Service Catalog
  • Onboard Jenkins using Classic
  • Model a Jenkins pipeline in DevOps
  • Additional information - Jenkins
  • Configure Jenkins plugin
  • Connect to Jenkins using API token authentication
  • Reduce calls from Jenkins to ServiceNow DevOps to fetch pipeline information
  • Using a declarative or scripted pipeline in DevOps
  • Configure SonarQube scans on Jenkins pipelines
  • Configure JFrog in Jenkins
  • Log change request rejections in pipeline.
  • Notify ServiceNow DevOps change request number to Jenkins pipelines
  • Get change request number in Jenkins pipeline
  • Update change request details in Jenkins pipeline
  • Log change request state
  • Nested and parallel stages in Jenkins pipelines
  • Jenkins log levels and Log Recorders
  • Argo CD
  • Onboard Argo CD using Workspace
  • Onboard Argo CD using Service Catalog
  • Onboard Argo CD using Classic
  • Configure webhooks in Argo CD manually
  • Jira
  • Onboard Jira using Workspace
  • Onboard Jira using Service Catalog
  • Onboard Jira using Classic
  • Configure webhooks in Jira manually
  • Rally
  • Onboard Rally using Workspace
  • Onboard Rally using Service Catalog
  • Onboard Rally using Classic
  • Configure webhooks for Rally manually
  • Agile Development 2.0
  • Onboard Agile Development 2.0 using Workspace
  • Onboard Agile Development 2.0 using Service Catalog
  • Onboard Agile Development 2.0 using Classic
  • Bitbucket
  • Onboard Bitbucket using Workspace
  • Onboard Bitbucket using Service Catalog
  • Onboard Bitbucket using Classic
  • Set up OAuth 2.0 Authorization Code for Bitbucket Cloud
  • Configure webhooks in Bitbucket manually
  • JFrog
  • Onboard JFrog using Workspace
  • Onboard JFrog using Service Catalog
  • Onboard JFrog using Classic
  • Associate steps from GitHub, GitLab, and Azure DevOps with JFrog
  • Configure Azure DevOps for JFrog
  • Sample pipeline to upload and download artifacts for GitHub
  • Sample pipeline to upload and download artifacts for GitLab
  • Integration with JFrog AppTrust application
  • Associate business application
  • SonarQube
  • Onboard SonarQube using Workspace
  • Onboard SonarQube using Service Catalog
  • Onboard SonarQube using Classic
  • Split
  • Enable integration with ServiceNow DevOps in Split tool
  • Onboard Split using Classic
  • Veracode
  • Onboard Veracode using Workspace
  • Onboard Veracode using Service Catalog
  • Onboard Veracode using Classic
  • Configure Veracode scans on your pipeline
  • Associate orchestration tool with Veracode
  • Additional info - Veracode
  • Security scan results
  • Change policies based on security summary tables
  • Checkmarx
  • Onboard Checkmarx using Workspace
  • Onboard Checkmarx using Service Catalog
  • Onboard Checkmarx using Classic
  • Configure Checkmarx scans on your pipeline
  • Associate orchestration tool with Checkmarx
  • Harness
  • Onboard Harness using Workspace
  • Configure webhooks in Harness manually
  • User created
  • DevOps test tool integration
  • Configure a test tool in DevOps
  • Add test results to change requests using test API
  • Add attachments to change requests using attachment API
  • DevOps user-created security tool integration
  • Configure user-created security tool
  • Integrate security tools with GitLab
  • DevOps user-created orchestration tool integration
  • Create a DevOps tool integration
  • Creating DevOps subflows
  • Add custom fields for a planning tool integration
  • Create a tool integration from the DevOps Change Workspace
  • Send inbound events using token
  • Update third-party tool credentials
  • Notifications on tool credential expiration
  • Applications
  • Create an application - Workspace
  • Associate tool objects to applications - Workspace
  • Create an application - Classic
  • Associate tool objects to applications – Classic
  • Accelerate your DevOps change process
  • Customizing DevOps flows
  • Automate DevOps change request creation
  • DevOps change request in Workspace
  • DevOps change request in Classic UI
  • DevOps change request without mandating category as DevOps
  • Change request creation with DevOps data retrieval errors
  • Artifacts and packages
  • Commits included in DevOps change request
  • DevOps Pipeline UI
  • Configuring DevOps change request details within the pipeline
  • DevOps change models
  • Update change model in pipeline
  • Retrieve change request data
  • Manage pull or merge requests
  • DevOps change request attributes
  • Import based evidence collection
  • Manage
  • Onboard a new tool using DevOps generic playbook
  • Onboarding tools and apps
  • Importing historical data for DevOps tools
  • Cloning guidelines
  • Check permissions and update credentials
  • Permissions required for DevOps tools
  • Configure webhooks from the tool record
  • Test webhooks manually
  • Tool throttling
  • Retry errored inbound events
  • Customized lists
  • Deleting a record
  • Map spoke alias as parent alias for new DevOps tool
  • Delete orphan connection and credential aliases
  • Docker image for custom actions
  • Run health scans
  • Manual configuration mode in DevOps
  • Inbound event table data archiving and cleanup
  • Data archiving rules for DevOps tables
  • DevOps Retry Policy
  • Commits and task executions in DevOps
  • Associating multiple work items to a commit in DevOps
  • Filter ignorable DevOps events
  • Disable recommendation prompts
  • Insights reports
  • DevOps Insights dashboard - Workspace
  • Group DevOps applications into a product
  • DevOps Insights properties
  • Reference
  • Installed components
  • Properties
  • DevOps System Health dashboard
  • DevOps log levels
  • Common errors
  • Software Quality Results
  • Domain separation
  • DevOps Insights Standard dashboard - Classic
  • DevOps health scans
  • APIs
  • DevOps Config
  • Exploring DevOps Config
  • DevOps Config and DevOps Change Velocity
  • Using an app in DevOps Config
  • DevOps Config powered by CDM and PaCE
  • DevOps Config terms
  • Configuring DevOps Config
  • Install DevOps Config
  • Install DevOps Config Policy content pack
  • Install DevOps Config Exporter content pack
  • Create an application in DevOps Config
  • Create a CDM application that generates a new service in the CMDB
  • Create a CDM application that is based on an existing service in the CMDB
  • Create and update a deployable
  • Delete a deployable
  • Uploading your config data
  • Preparing an application for config data upload
  • Add the nodes that will contain config data to a new CDM application
  • Parsing of XML files in CDM
  • Parsing of CSV files in CDM
  • Define policies in DevOps Config
  • Mapping policies in DevOps Config
  • Map policies to a deployable
  • Define exporters in DevOps Config
  • Configure your pipeline in DevOps Config
  • Run validation in DevOps Config
  • Fix the data that caused a validation failure
  • CDM system properties
  • Integrating your pipeline in DevOps Config
  • Azure DevOps pipeline tasks
  • Jenkins pipeline actions
  • GitHub pipeline actions
  • Using DevOps Config
  • Viewing and editing config data
  • Define or update a component
  • Define or update a collection in an application
  • Create or update a variable CDI
  • Manage files in the config data model using file nodes
  • Compare config data of two CDM applications
  • Types of differences between CDM applications
  • Changesets and version control in CDM
  • Open a changeset to update config data
  • Conflicts between changeset commits
  • View the history of changes to a changeset
  • Delete a changeset
  • Delete a CDM application
  • Compare changesets from the same or different CDM applications
  • Validating and correcting configuration data
  • Validate a snapshot manually
  • View the results of snapshot validation
  • View the execution record for a policy run
  • Adding warning and failure messages to validation results — CdmPolicyUtil
  • Sharing components among applications — Component libraries
  • Working on component libraries with a unified view
  • Create or update a component library
  • Activate a component library
  • Delete a component library
  • Add or update a shared component in a component library
  • Publish or unpublish a shared component version
  • Request to include a component to a component library
  • Accept or reject a component request for inclusion in a component library
  • Manage shared components in a CDM application
  • View snapshots
  • Publish or unpublish a snapshot
  • Compare snapshots from the same or different applications
  • Compare two snapshots of a deployable
  • Export a snapshot
  • Test an exporter and export a snapshot
  • Generate API invocation code for an exporter
  • Create a custom exporter
  • View the history of exporter executions
  • Delete an exporter
  • Archive an exporter
  • Set the purge period for records of exporter executions
  • Investigate an alert that involves a change to config data
  • Analytics and reporting using the DevOps Config Insights dashboard
  • DevOps Config reference
  • Update the associations for a deployable
  • Types of configuration data supported by DevOps Config
  • CDM data model
  • Contextual variables for config data
  • APIs and DevOps Config
  • DevOps Config roles
  • Roles in CDM
  • How encrypted data is handled
  • Domain separation and DevOps Config
  • Domain separation and CDM
  • Default DevOps Config policies
  • Generic policies
  • Kubernetes policies
  • OpenShift policies
  • Default DevOps Config exporters
  • Digital Product Release
  • Explore
  • Digital Product Release Workspace
  • Release for a product or service
  • AI-powered release notes generation
  • Release dashboards
  • Release Overview dashboard
  • Release Quality dashboard
  • Release dashboard for a multi-product release
  • Release Overview dashboard for a multi-product release
  • Holiday schedules in a release
  • Digital Product Release flow actions
  • DPR and GRC integration for release compliance
  • Managing releases in Service Operations Workspace
  • Associating change requests with releases in Service Operations Workspace
  • Configure
  • Install Digital Product Release
  • Migrate data from Release Management v2 to Digital Product Release
  • Integrate external tools from Digital Product Release Workspace
  • Create a release calendar
  • Create a release readiness target
  • Create an approval definition in Digital Product Release
  • Define policies in Digital Product Release
  • Create a release template
  • Use
  • Request a new product or service
  • Manage product hierarchy using Included products
  • Create a release for a product or service
  • Create a release with a wizard
  • Define release scope
  • Add product features
  • Add enhancements
  • Add enhancements from a work item
  • View and manage data from external tools
  • Plan product enhancements into different releases
  • Manage releases for digital products and services
  • Timeline-oriented releases
  • Work on a single product or service release
  • Work on a multi-product release
  • Stage-oriented releases
  • Work on a single product or service release
  • Work on a multi-product release
  • Managing multiple releases through release bundles
  • Create a release bundle
  • Track multiple releases from a release bundle
  • Review and update release details
  • Add a product to a multi-product release
  • Remove a product from a multi-product release
  • Update the release scope
  • Manage configuration items in a release
  • Manage change requests in a release
  • Generate AI-powered release notes for a release
  • Manage artifacts in a release
  • Approve or reject a release task
  • Retarget a release
  • Close a release
  • View releases planned in a release readiness target
  • Digital Product Release Policy Content Pack
  • Data collectors
  • Policies
  • Reference
  • Components installed
  • System properties
  • Approval definition form
  • Email notifications for release management
  • Policy status aggregation
  • Release readiness target form
  • Request new product or service form
  • Release form
  • Release key date form
  • Risk score for a release
  • Domain separation
  • Digital End-User Experience
  • Explore
  • DEX Architecture
  • DEX subscription
  • DEX or SAM for app monitoring
  • Configure
  • System requirements
  • Guided setup
  • Installing DEX on your local machine
  • Install DEX
  • Create an ACC registration key
  • Test your instance connectivity
  • Install ACC on Windows
  • Run ACC from a local account
  • Run ACC from a managed group
  • Install ACC on macOS
  • Configure ServiceNow sudoers file
  • Test ACC connectivity
  • Enable browser extension
  • Deploying DEX to employees
  • Bulk deploy ACC on Windows
  • Bulk deploy ACC on macOS
  • Enable DEX browser extension on multiple Windows devices
  • Enable DEX browser extension on multiple macOS devices
  • Application monitoring setup
  • Initiate application monitoring
  • Add an application for monitoring
  • Edit application details
  • Add a logo for your application
  • Enable application monitoring
  • Turn off application monitoring
  • Delete an application from the list
  • View DEX administrators
  • Set up page-level monitoring
  • Alert rules
  • Creating a metric rule
  • Specify metric rule CI
  • Define alert criteria
  • Add an alert action
  • Define alert rule name and status
  • Creating an event rule
  • Select event rule filters
  • Define alert criteria
  • Define alert rule name and status
  • Edit alert rules
  • Activate or deactivate alert rules
  • Delete alert rules
  • Collecting DEX metrics
  • Change metrics collection frequency
  • Create a child policy
  • Managing DEX Agent policy
  • Create an agent policy
  • DEX remedial actions
  • Remediate an issue on the device
  • Create a remedial action
  • Creating and executing a PowerShell script-based remedial action
  • Create an ACC plugin package
  • Sign ACC plugin
  • Create check definition for remedial action
  • Test a check definition
  • DEX system tables for remedial actions
  • Terminate a process on your device
  • Manage remedial actions in DEX device page Playbook
  • Event monitoring with DEX
  • Add an event to monitor
  • Non-persistent VDI monitoring configuration
  • Manage logon and logoff scripts
  • DEX Insights
  • Set up Windows registry keys
  • Set up file management
  • Manage your system compliance report
  • Set up Desktop Assistant
  • Download and install
  • Download installer for Windows
  • Download installer for macOS
  • Update URL in configuration file
  • Configure OAuth
  • Uninstall
  • Customize home page
  • Customize theme
  • Enable or disable notifications
  • Enable Virtual Agent or chat
  • Create a hyperlink card
  • Map a card to a section
  • Delete a card
  • Add a section
  • Delete a section
  • Configuring DEX for Microsoft 365
  • Register a custom application in Microsoft Azure portal
  • Configure a connection for DEX for Microsoft 365
  • Configuring DEX for Zoom
  • Create a connected Zoom application
  • Add Zoom connection
  • DEX Alerts
  • Incidents from alerts
  • DEX alert grouping
  • Deactivate DEX alert grouping
  • Advanced configuration
  • Map a device user to a ServiceNow DEX user
  • Device location determination
  • Set up a proxy server
  • Switch ACC to another instance
  • Configure MID-less ACC
  • Convert to MID-less ACC
  • Sudo banner validation
  • Configure sudo banner exclusion list
  • Monitor
  • DEX Application and Device Health pages
  • Landing page
  • DEX Insights
  • Applications
  • Devices
  • Device details
  • DEX Administration
  • Open DEX
  • Monitor system performance
  • View actions in Action Library
  • Monitor apps network
  • View installed application metrics
  • View web application metrics
  • Create an insights report
  • Trigger bulk remediation from Insights
  • View remedial action execution
  • View collected metrics with Metrics analyzer
  • MCM monitoring overview
  • View client health with MCM
  • View web application URL
  • View agent policies
  • Microsoft Teams call quality monitoring overview
  • Monitor Microsoft Teams call quality
  • Zoom call quality
  • View Zoom room metrics
  • View system compliance
  • Use metric rules for DEX
  • View metric rules alerts
  • Use agentic AI
  • Desktop Assistant
  • Open and log in
  • Desktop Assistant notifications
  • Customize recipient list for Major Incident Management updates
  • View notifications
  • Chat using Now Assist in Virtual Agent
  • Test device network connection
  • Open Employee Center
  • View outages
  • View Desktop Assistant usage metrics
  • Reference
  • DEX Application and Device Health reference
  • Installed with DEX
  • Landing page cards
  • DEX remedial actions
  • DEX Insights reports
  • Custom insights report form
  • Applications list
  • Web application — Overview page
  • Web application — Performance page
  • Web application — Devices page
  • Web application — Trends page
  • Installed application — Overview page
  • Installed application — Performance page
  • Installed application — Client health page
  • Installed application — Devices page
  • Application and Device Health usage monitoring
  • Devices list
  • Device details pages
  • Device health page
  • Applications page
  • Running processes page
  • Application performance pages
  • Advanced app metrics page
  • Device metrics page
  • Network experience pages
  • Access page
  • Administration cards
  • Application management card
  • New web or installed application form
  • Edit web or installed application form
  • Metric rules page
  • Agent policies list
  • Metrics analyzer form
  • New DEX event form
  • Metrics monitored by DEX for Zoom
  • Zoom call quality metrics on the Details page
  • DEX Content Playbook reference
  • DEX policies for macOS
  • DEX policies for Windows devices
  • DEX policies for persistent VDIs
  • DEX policies for non-persistent VDIs
  • DEX check definitions for macOS
  • DEX check definitions for Windows
  • DEX Desktop Assistant reference
  • Usage metrics
  • Components installed with Desktop Assistant
  • Application Registries form
  • API parameters to configure Desktop Assistant notifications
  • Theme variables
  • Resolve screen loading error
  • Digital End-User Experience properties and settings
  • Custom reporting on DEX tables
  • Digital Experience Score
  • Explore
  • Metric components
  • Configure DEX Score
  • Install DEX Score
  • Load demo data
  • Delete demo data
  • Customize metric configurations
  • Define qualitative mapping for a metric
  • Update survey configuration
  • Track experience scores
  • Track consolidated application experience scores
  • Track individual application experience scores
  • Track consolidated device experience scores
  • Track individual device group experience scores
  • Reference
  • Installed components
  • Components installed with Digital Experience Feedback Survey
  • System properties for DEX Score
  • DEX Score metrics
  • Metric definition form
  • Survey configuration form
  • Metrics calculation
  • Normalization formulas for metrics
  • Data collection frequency
  • Proactive Engagement
  • Explore
  • Configure
  • Setting up Proactive Engagement
  • PE Resolutions
  • Email notification
  • User Criteria Settings
  • Using
  • Employee engagement experience through Proactive Engagement
  • Agent experience through Proactive Engagement
  • Proactive Engagement solution
  • Metric rule triggering Proactive Engagement through alerts
  • Proactive Engagement life-cycle management
  • Reference
  • Components installed
  • Resolution
  • Remedial action
  • Input parameters for Remedial action in Proactive Engagement
  • Engagement Settings for Proactive Engagement
  • Limitations
  • Use case
  • Digital End-user Experience Self-service
  • Explore
  • Configure
  • Activate Proactive Engagement resolutions
  • Enable issue configurations
  • Customize issue configurations
  • Create issue configuration
  • Configure categories and subcategories
  • Use
  • Check device health from Employee Center
  • Check device health from Desktop Assistant
  • Monitor device health using Virtual Agent
  • Reference
  • Installed components
  • Device health categories form
  • Issue configuration field descriptions
  • Base system issue configurations
  • Device actions form
  • Device heath check calculation
  • DEX for service desk agents
  • Incident diagnostics and suggested resolutions
  • Device health overview for incident investigation
  • Review top processes by resource usage
  • Suggested resolutions and remedial actions
  • Execute suggested resolutions
  • Run remedial actions from the Action library
  • Playbook for remedial actions in incident investigation
  • Manage remedial actions in DEX incident investigation Playbook
  • Digital Portfolio Management
  • Explore
  • Homepage
  • Life-cycle management
  • View service and service offering details
  • View business application details
  • View service instance details
  • KPI groups
  • DevOps value stream metrics in Digital Portfolio Management
  • Configure
  • Activate
  • Configure the Admin Center
  • Configure page headers
  • Configure Info tab
  • Configure scheduled email reports
  • Configure personal portfolio solution cards
  • View related records
  • CSDM guidelines
  • CSDM terms
  • Integrate Digital Portfolio Management with other ServiceNow applications
  • View service and service offering data in Digital Portfolio Management
  • View business application data in Digital Portfolio Management
  • View service instance data in Digital Portfolio Management
  • Configure KPI groups
  • Create KPI groups and mappings
  • Configure KPIs with example
  • Copy a KPI group
  • Update KPIs
  • Configure Needs attention panels
  • Configure the experience
  • Relate business capabilities to view in Digital Portfolio Management
  • Configure Digital Portfolio Management to integrate with Process Mining
  • Create Process Mining projects for KPI groups in Digital Portfolio Management
  • Get started
  • Personalize the home page
  • Create custom record views
  • Navigate enterprise portfolios
  • Work with portfolios
  • Personal portfolios
  • Create a personal portfolio
  • Enterprise portfolios
  • DPM Portfolio Builder Overview
  • Navigating portfolio types
  • Navigate service enterprise portfolio templates
  • Create enterprise service portfolios using a template
  • Create enterprise portfolios
  • Work with solution data in Digital Portfolio Management
  • Work with Needs attention panels in Digital Portfolio Management
  • View relationship maps
  • Create demand from Digital Portfolio Management
  • Create an improvement initiative from Digital Portfolio Management
  • List modules
  • Work with lists
  • Reference
  • Roles
  • Digital Portfolio Management homepage default solution cards
  • Personal and enterprise portfolio reference
  • KPI groups installed with Digital Portfolio Management
  • Digital Portfolio Management related applications and data sources
  • PO components
  • Persona
  • Digital Portfolio Management views
  • Domain separation and Digital Portfolio Management
  • ITSM Virtual Agent
  • Exploring ITSM Virtual Agent
  • Setting up ITSM Virtual Agent
  • Set up ITSM Virtual Agent
  • Set up the Local Admin Access topic
  • Set up actionable notifications for ITSM Virtual Agent
  • Set up Issue Auto Resolution for ITSM Virtual Agent
  • Enabling dialog intelligence
  • Using ITSM Virtual Agent pre-built topics
  • IT Issues pre-built topics for ITSM Virtual Agent
  • Self-Service pre-built topics for ITSM Virtual Agent
  • Citrix session pre-built topics for ITSM Virtual Agent
  • Password management topics for ITSM Virtual Agent
  • Microsoft Office 365 Group pre-built topics for ITSM Virtual Agent
  • Microsoft Active Directory pre-built topics for ITSM Virtual Agent
  • Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent
  • Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent
  • Virtual machine pre-built topics for ITSM Virtual Agent
  • Pre-built setup topics for Virtual Agent
  • Fulfiller pre-built topics for ITSM Virtual Agent
  • Reusable ITSM Virtual Agent pre-built topic blocks
  • Employee Experience topic blocks
  • ITSM Virtual Agent pre-built actionable notifications
  • Actionable notifications for incidents in ITSM Virtual Agent
  • Actionable notifications for Service Catalog requests in ITSM Virtual Agent
  • Actionable notifications for approvals in ITSM Virtual Agent
  • Actionable notifications for Password Reset for Virtual Agent
  • Actionable notifications for virtual machines in ITSM Virtual Agent
  • Actionable notifications for Issue Auto Resolution in ITSM Virtual Agent
  • Issue Auto Resolution for ITSM Virtual Agent
  • Enabling AI Search in Issue Auto Resolution
  • Tracking deflections in ITSM Virtual Agent
  • ITSM Virtual Agent Lite
  • Setting up ITSM Virtual Agent Lite
  • ITSM Virtual Agent Lite pre-built topics
  • Walk-up Experience
  • Explore
  • Key features
  • Devices required
  • Configure
  • Administration
  • Activate
  • Portal security and access
  • Configure the portal
  • Configure the service channel
  • Create or modify schedules
  • Book Walk-up Experience appointments
  • Walk-up Experience appointment booking administration
  • Enable Walk-up Experience appointment booking
  • Configure Walk-up Experience appointment booking
  • View or modify a Walk-up Experience appointment booking configuration
  • Create a record producer to capture Walk-up Experience appointment records
  • Create or modify a Walk-up Experience appointment booking service configuration
  • Configure day-level appointment booking
  • Configure daily schedules for Walk-up Experience appointment booking
  • Configure excluded hours for Walk-up Experience appointment booking
  • Activate and configure appointment booking reminders for Walk-up Experience
  • Configure Variable time slots for appointment booking
  • Configure variable time slots for appointment booking
  • Configure maximum multiple appointments
  • Configure appointment type
  • Create or modify a Walk-up Experience stockroom
  • Create or modify Walk-up Experience locations
  • Walk-up Experience kiosk
  • Create a kiosk at a location
  • Configure skill-based routing in Walk-up Experience
  • Route walk-up tasks to skilled agents
  • Create or modify Walk-up Experience notifications
  • Configure Walk-up Experience customer satisfaction surveys
  • Create or modify a Walk-up Experience customer satisfaction survey
  • Remove a Walk-up Experience location
  • Integrate Microsoft Office 365 calendar with Walk-up Experience
  • Set up Microsoft Office 365 integration for Walk-up Experience
  • Register an application using the Microsoft Azure portal
  • Register Microsoft Exchange Online as the OAuth provider
  • Create credential records for the Microsoft Exchange Online spoke
  • Create connection records for the Microsoft Exchange Online spoke
  • Badge Reader Integration for Walk-up Experience
  • Activate Badge Reader Integration
  • Installed with Badge Reader Integration
  • Walk-up Experience Badge Reader Integration setup and configuration
  • Create or modify Badge Reader Integration event handlers
  • Define and register a badge reader device using the badge reader client
  • Define and register a badge reader device manually
  • Define a user badge configuration
  • Request activation approval for a badge reader device
  • Configure Walk-up Experience for Badge Reader Integration
  • Customize badge Reader Integration
  • Enable Self-Service online check-in for Walk-up Experience
  • Configure Walk-up Experience online check-in icon to appear on Service Portal
  • Plan your walk-up experience visit with Employee Center
  • Manage Walk-up Experience queue and interaction
  • View Walk-up Experience inbox
  • View assigned Walk-up Experience locations
  • Manage automatically assigned Walk-up Experience interactions
  • Manage Walk-up Experience interactions manually
  • View Walk-up Experience location stockroom and assets
  • Use platform view to fulfill a Walk-up Experience request from a stockroom
  • Use Agent Assist to expedite Walk-up Experience fulfillment
  • View and manage Walk-up Experience appointments in Agent Workspace
  • Work on Walk-up interaction
  • Create an appointment through incident
  • View and manage Walk-up Experience appointments from application navigator
  • Monitoring Walk-up Experience performance
  • Walk-up Experience on Now Mobile
  • Book an appointment at a Walk-up Experience Tech Lounge
  • Modify an appointment at the Walk-up Experience Tech Lounge
  • Join a queue at the Walk-up Experience Tech Lounge
  • Leave a queue at the Walk-up Experience Tech Lounge
  • Walk-up Experience reference
  • Domain separation and the Walk-up Experience application
  • Components installed with Walk-up Experience
  • Quick start tests for Walk-up Experience
  • View Badge Scanner Integration scan logs
  • Workforce Optimization for ITSM
  • Explore
  • Getting started
  • Activate
  • Configuring groups
  • Assign a primary assignment group for each agent
  • Admin Console
  • Define groups as WFO assignment groups
  • Define access to each application
  • Channels
  • Example for using channel management
  • Setting up Channels
  • Add service channels and queues
  • Create assignment rules and groups
  • Configure KPIs for service channels
  • Configure KPIs for agents
  • Configure KPIs for queues
  • Configure supervisor lists for service channels
  • Schedule the generation of a daily report
  • Channel Management extension point
  • Routing work items
  • Monitor ongoing work in service channels and queues
  • Manage service channels and queues
  • Assist agents by joining their chat conversation
  • Allocate work items manually to agents
  • Track and analyze agent's performance
  • Override channel capacity for an agent
  • Using Voice
  • Associate Amazon Connect queues for ITSM to a ServiceNow instance
  • Listen in to an agent call
  • Analyze transcripts and sentiments for the Amazon Connect phone channel
  • Analyze skills for your teams
  • Channel Management components
  • Scheduling
  • Example
  • Setting up
  • Configure the due date logic for shift approval flows
  • Configure event categories for the ITSM Manager Workspace
  • Configure an event load order
  • Create or enable access to event types to add them to the team calendar
  • Event type extension points in Workforce Optimization for ITSM
  • Synchronize agent calendar with the Microsoft Outlook calendar
  • Set up
  • Scheduling your teams' work
  • Create a shift plan
  • Create a schedule plan
  • Enable your teams to sign up for work shifts
  • Publish a schedule plan for visibility into team coverage
  • Track and manage your teams' schedule
  • Analyze your staff alignment using Demand Forecast
  • Understanding user criteria for event types
  • Create user criteria
  • Include or exclude user access for event types
  • Verify access criteria for a group or a team member
  • Add events to the team calendar
  • Swap your agents' shifts
  • Scheduling components
  • Schedule Adherence
  • Monitor schedule adherence of your agents
  • Use time-worked summary to analyze agent schedule adherence and conformance
  • Schedule adherence extension points
  • Configure properties for schedule adherence and conformance
  • Demand Forecast
  • Setting up
  • Configure
  • Define the minimum and maximum number of agents to forecast demand
  • Modify forecast parameters to visualize forecast data
  • Create a manual adjustment for a forecast
  • Demand Forecast components
  • Work scheduler
  • Setting up
  • Customize a Work Scheduler card using the Next Experience UI Builder
  • Set up a work configuration
  • Create a Work scheduler card using the Next Experience UI Builder
  • Create a client state parameter for Work scheduler
  • Create page scripts for Work scheduler
  • Define the workItem property in the Work scheduler page configuration
  • Define event mappings for Work scheduler
  • Configure container components for Work scheduler
  • Configure a Work scheduler card heading component
  • Configure a display type component for a Work scheduler card
  • Configure an avatar component for Work scheduler
  • Associate a work scheduler card to the work configuration
  • Create extension points
  • Assigning work
  • Assign work based on your teams' skills and capacity
  • Create a criteria for a matching rule in Work scheduler
  • Matching criteria for work items in Work scheduler
  • Work Scheduler components
  • Teams
  • Example
  • Setting up
  • Add a system property to set default date range
  • Create KPI groups to monitor team performance
  • Copy a KPI group
  • Create a threshold for each KPI in a KPI group
  • Add managers to a KPI assignment group
  • Analyzing team performance
  • Add KPI targets for agents
  • Analyze the performance trends for your teams
  • Get insights into performance of your team
  • View the performance data of your team for a specific date
  • Teams components
  • Coaching
  • Example
  • Setting up
  • Configure an indicator to display in the Overview tab
  • Configure a list menu to display in the Learning tab
  • Integrate Coaching with Learning with third-party learning management systems
  • External Content Integration Sources
  • Training your teams
  • Overview page
  • Learning
  • Create a course catalog
  • Create a learning library
  • Create internal learning content
  • Access external courses using Coaching with Learning
  • Assign a course item to agents
  • Create a learning path
  • Assign a learning path to agents
  • Create a learning task
  • Analyze quiz details
  • Surveys
  • Assess the quality of your agent's completed tasks
  • Create a survey
  • Assign a survey to agents or groups
  • Coaching components
  • Skills Management
  • Setting up skill prediction
  • Use extension points
  • Adding skills to agents' skill set
  • Add or update skills
  • Approve or reject recommended skills
  • Initiate a skill review for teams or groups
  • Approve or reject a skill review request
  • Routing work based on skills
  • Automatically add skills to incidents or interactions
  • Skill review request components
  • Skill Recommendation components
  • Advanced configurations
  • Reference
  • ITSM Manager Workspace components
  • Components
  • Domain separation
  • Global Search
  • Requesting time-off using the ITSM Mobile Agent
  • Notifications
  • Make a request to swap shifts or take time off
  • Approve or reject a shift swap
  • Track and manage your agent's schedule
  • Landing pages
  • Manager landing page
  • Channels landing page
  • Coaching landing page
  • Customize a page using the Next Experience UI Builder
  • Configure filters for ITSM Manager Workspace
  • Add or remove access to assignment groups in manager workspace
  • Using extension points to include access for specific groups
  • Exclude access for specific groups
  • Verify the display of the right groups
  • Incident Communications Management
  • Exploring Incident Communications Management
  • Incident communication plan state model
  • Incident communication plan state model (old)
  • Configuring Incident Communications Management
  • Install and activate Incident Communications Management
  • Managing Incident Communications
  • Communication plan definition
  • Communication task definition
  • Communication contact definition
  • Communication channel definition
  • Create adhoc incident communication plan
  • Create adhoc incident communication plan from Incident Communications Management
  • Create adhoc incident communication plan from incident
  • Create adhoc incident communication task from Incident Communications Management
  • Incident Communications Management and Contacts
  • Responsibilities for Incident Communication Plan
  • Define contact responsibilities
  • Create a contact definition
  • Create a default override
  • Add a user as a contact
  • Close an incident communication plan
  • Initiate conference call on incident communication task
  • Join or end conference call on incident communication task
  • Send communication updates
  • Run an incident communication plan report
  • Subscribe to incident communication notifications
  • Incident Communications Management reference
  • Components installed with Incident Communications Management
  • Domain separation and Incident Communications Management
  • Incident Communications Management integrations
  • Notify with Incident Communications Management
  • Incident Management
  • Explore
  • Life cycle of an Incident
  • Configuring Incident Management
  • Quick start tests for Incident Management
  • Incident Management properties
  • Incident categories and subcategories
  • Configure incident category or subcategory
  • Add a category or a subcategory
  • Delete a category or a subcategory
  • Define priority lookup rules
  • Define assignment rules for incidents
  • Incident templates and record producers
  • Create incident template
  • Create a module that uses incident template
  • Create a record producer to log incidents
  • Create a record producer using a template
  • View incident notifications
  • Email notification redirection
  • Configure default user for auto-closing incidents
  • Applying CSDM guidelines to Incident Management
  • Incident Management and CSDM tables
  • Incident Management use case
  • Set up the Incident Management form
  • Incident Management considerations
  • Incident ticketing integrations
  • Uni-directional incident ticketing integrations
  • Bi-directional incident ticketing integrations
  • Configuring Microsoft Outlook to create incidents and VTB tasks
  • Activate the ServiceNow Add-in for Microsoft Office
  • Deploy the ServiceNow Add-in for Microsoft Outlook
  • Managing incidents
  • Logging an incident
  • Create an incident
  • Working with incident record form
  • Capture affected CI information
  • Create a template from the incident form
  • Apply a template in the Incident form
  • View VIP status for a caller in incident
  • Use Microsoft Outlook to create incidents and VTB tasks
  • Create an incident task
  • Synchronization between an incident and its incident tasks
  • Create a record from incident
  • Create a request from an incident
  • Copy an incident or create a child incident
  • Synchronization between a parent and a child incident
  • Enable the display of incident special handling notes
  • Create knowledge article
  • Create a knowledge article from an incident
  • View affected CIs in the dependency views map
  • Refresh impacted services and CIs for incident
  • Associate CIs with incident
  • Update the resolved incident notification template
  • Incident resolution and closure
  • Resolve and close an incident
  • Configure incidents to close automatically
  • Close multiple incidents from list
  • Create a UI action to close multiple incidents
  • Reopening an incident
  • Incident standard ticket page
  • Configure incident ticket page
  • Managing major incidents
  • Major Incident Management process
  • Major Incident Management plugins
  • Activate Incident Management - Major Incident Management
  • MIM components
  • Slack notification installed with Major Incident Management
  • Quick start tests for Major Incident Management
  • Create trigger rules for major incidents
  • Working on major incident management
  • Create a major incident candidate
  • Create a major incident
  • Major incident assignment
  • Accept or reject a major incident candidate
  • Associate multiple incidents with a major incident
  • Reject major incident candidates
  • Demote a major incident
  • Close a major incident
  • View major incident information on the Incident form
  • Major incident workbench
  • Major incident workbench UI elements
  • Major Incident workbench — Summary tab
  • Major Incident workbench — the Post Incident Report tab
  • The Communicate tab in the Major Incident workbench
  • Major Incident workbench — the Collaborate tab
  • Associate a new post incident report
  • Add communication plan from the major incident workbench
  • Add similar incidents from major incident workbench
  • Access on-call escalation path from major incident workbench
  • Legacy: Major incident overview dashboard
  • Reporting incidents
  • Legacy: Incident Management Platform Analytics Solutions
  • Legacy: ITIL dashboard
  • Legacy: Incident Overview dashboard
  • Legacy: Incident Management dashboard
  • Legacy: Incident Premium dashboard
  • Legacy: Incident Daily 7d - 28d dashboard
  • Legacy: Open Incidents Age Monitor dashboard
  • Legacy: Open Incident State Monitor dashboard
  • Legacy: Open Incidents Reports dashboard
  • Legacy: Incident SLA Management Platform Analytics Solutions
  • Legacy: Incident SLA Management dashboard
  • Legacy: Overdue by State dashboard
  • Legacy: Overdue by Age dashboard
  • Legacy: Overdue Reports dashboard
  • Use agentic AI
  • Reference
  • Domain separation and Incident Management
  • Incident Management data model
  • Incident Management plugins
  • Incident Management Best Practice – San Diego
  • Activate Incident Management Best Practice – San Diego
  • Activate Incident
  • Components installed with the Incident plugin
  • Request Incident Management — Core
  • Request ITSM Roles — Incident Management
  • Components installed with ITSM Roles — Incident Management
  • Activate Business Stakeholder
  • Installed with Business Stakeholder
  • Activate KCS Integration for Incident Management
  • Component installed with KCS Integration for Incident Management plugin
  • Activate Incident Management Notification
  • Activate Incident Updates
  • Activate Incident Management — ATF Tests
  • Enhanced security model features
  • Activate ITSM Enhanced Security Features for Incident Management
  • Incident Management integrations
  • Universal Request integration - Incident Management
  • Request Universal Request integration for Incident Management
  • Create incident from Universal Request
  • Transfer incident
  • Create an associated ticket from an incident
  • Manage associated incidents
  • Customize fields copied from Universal Request to incident
  • Restrict an incident access
  • Now Assist for IT Service Management (ITSM)
  • Explore
  • Supporting information
  • Configure
  • Skill inputs and triggers
  • Configure in Virtual Agent
  • Virtual Agent topics
  • Customize a topic
  • Customize a skill
  • Customize the resolution notes generation skill
  • Customize the Incident activity response generation skill
  • Customize the incident summarization skill
  • Customize the change summarization skill
  • Customize the change risk explanation skill
  • Customize Request Management skills
  • Use agentic AI in IT Service Management
  • Important considerations
  • ITSM
  • Triage and categorize ITSM incidents
  • Investigate and resolve ITSM incidents
  • Manage Microsoft 365 group members
  • Generate post incident reviews
  • Generate change request plans
  • Notify users with Twilio
  • Incident assist
  • Voice
  • Virtual Agent
  • Change Management
  • Assess conflicts for a change request
  • Assess quality of a change request
  • Explain SLA
  • Schedule a change agentic workflow
  • Suggest configuration items for a change request
  • Create outages for a change request
  • Create standard change request
  • Create standard change template proposal
  • Incident Management
  • Wrap-up and resolve incidents
  • DEX
  • Diagnose and resolve issues on DEX monitored devices
  • Use generative AI skills
  • Summarize a chat conversation
  • Summarize a Sidebar discussion
  • Summarize an incident
  • Summarize an incident on reassignment
  • Summarize a change request
  • Explain a change request risk
  • Generate the resolution notes
  • Generate a knowledge article
  • Generate a chat reply recommendation
  • Generate an email response
  • Generate a Major Incident email recommendation
  • Ask questions on an incident
  • Request generative AI capabilities
  • Deflect an incident with self-service
  • Analyze sentiments
  • Generate suggested steps
  • Generate release notes for a release
  • Generate a response to Request Management records
  • Summarize Request Management records
  • Investigate Zoom call issues
  • Investigate boot time issues
  • Use ITSM Virtual Agent analytics dashboard
  • Track metrics
  • Chat
  • Topics
  • Customer satisfaction
  • Resources
  • Reference
  • On-Call Scheduling
  • Exploring On-Call Scheduling
  • On-Call Scheduling capabilities
  • On-Call Scheduling new schedule engine
  • On-Call Scheduling new trigger engine
  • Configuring On-Call Scheduling
  • Activate On-Call Scheduling
  • Setting up Slack as a contact method
  • Setting up SMS and voice messaging as contact methods
  • Set up MS Teams
  • Set up mobile push
  • Custom channel integration
  • Viewing schedules and request time-off
  • View On-Call schedules
  • Configure my availability and contact preferences
  • View my group schedules
  • View my personal schedule on the My Schedule report
  • Request time off and suggest who can cover
  • View my On-Call calendar on my calendar app
  • Managing schedules and shifts
  • Enable users to subscribe to the On-Call calendar
  • Configure preferences for a user group
  • Configure On-Call communication channel
  • Override contact preferences for a shift
  • Configure or update an On-Call shift
  • Configure a roster
  • Update shift details from the On-Call calendar
  • Send or resend reminders of an upcoming shift
  • Configure the lead time for email reminders
  • Manage requests for time off
  • Resolve gaps, conflicts, and time-off requests in a shift
  • Managing roster members
  • Add a new or returning employee to a roster
  • Modify the order of a member in a roster
  • Remove a member from a roster
  • Configure or update an On-Call schedule
  • Updating an On-Call schedule
  • Update a schedule entry
  • Configure contact sources
  • Manage shifts from the Calendar view
  • Manage shifts from the Timeline view
  • Set a shift to Draft mode while waiting for info
  • Delegate the shift manager [rota_admin] role
  • Viewing On-Call Scheduling reports
  • Run an Escalations report to view who is on call
  • Run a Schedule report to view my schedule
  • Legacy: Viewing Escalation Overview reports
  • Legacy: Viewing the Performance reports for escalations
  • Legacy: Viewing Group Overview reports
  • Defining On-Call Scheduling escalation process
  • Escalations in On-Call Scheduling
  • Designing an escalation process
  • Configure a table for escalation trigger rules
  • Create an escalation trigger rule
  • Create an escalation policy
  • Escalation and reminder settings for rosters
  • Example escalation reports
  • Track the progress of an escalation
  • View details in an escalation log
  • Assigning On-Call Scheduling roles
  • Create a shift template to simplify configuring shifts
  • Create a group template to simplify configuring schedules
  • Mobile experience for On-Call Scheduling
  • Getting started with the On-Call Scheduling mobile app
  • Mobile On-Call Scheduling overview
  • Manage work with ITSM Mobile Agent
  • Manage team with ITSM Mobile Agent
  • Reference for on-call scheduling
  • Definitions of On-Call Scheduling terms
  • Components installed with On-call scheduling
  • Tables installed with On-Call Scheduling
  • Scheduled jobs installed with On-Call Scheduling
  • Quick start tests for On-Call Scheduling
  • System properties for On-Call Scheduling
  • On-Call Scheduling subflows
  • Subflows installed with On-Call Scheduling
  • On-Call Scheduling workflows
  • Workflow Activities for On-Call Scheduling
  • Domain separation and On-Call Scheduling
  • Problem Management
  • Exploring Problem Management
  • Problem Management process
  • Life cycle of a problem
  • Life cycle of a problem task
  • Problem Management models
  • Configuring Problem Management
  • Migration Utility
  • Introducing activities for migration
  • Preparing for migration
  • Migration job
  • Resolve blocking modifications
  • Review warning modifications
  • Map problem states
  • Map problem task states
  • Activate Problem Management Best Practice — Madrid — State Model
  • Prepare base plugins
  • Restore base plugins
  • Resolve blocking and warning modifications
  • Migrate active records
  • Migrate inactive records
  • Migrated
  • Modifications
  • Activities to clean up after migration
  • Update dashboard overview
  • Problem Management plugins
  • Activate Problem Management
  • Components installed with Problem Management
  • Activate Problem Management Best Practice — Jakarta
  • Request ITSM Roles — Problem Management
  • Components installed with ITSM Roles — Problem Management
  • Activate Problem Management Best Practice — Madrid
  • Components installed with Problem Management
  • Activate Business Stakeholder
  • Installed with Business Stakeholder
  • Activate Problem Management Best Practice — Madrid — State Model
  • Activate Problem Management Best Practice — Madrid — Knowledge Integration
  • Components installed with Problem Management
  • Activate Problem Management — ATF Tests
  • Configure the problem form
  • Configure the problem form layout
  • Add a field in the assess mandatory field dialog
  • Redesign the problem form
  • Configure problem categories
  • Define an assignment rule for problems
  • Categorize a problem as a major problem
  • Enable Problem Management models
  • Create a problem model
  • Create a problem task model
  • Applying CSDM guidelines to Problem Management
  • Problem Management and CSDM tables
  • Problem Management use case
  • Problem Management considerations
  • Managing Problems
  • Create a problem
  • Create a problem (legacy)
  • Assess a problem
  • Add multiple incidents to a problem
  • Extension point for Problem Management
  • Associate CIs with Problem
  • Investigate root cause of a problem
  • Resolve and complete a problem
  • Create change request from a problem
  • Add multiple change requests to a problem
  • Create a problem task
  • Assess a problem task
  • Complete a problem task
  • Resolve related incidents from a problem
  • Communicating the outcome of a problem
  • Communicate workaround for Problem
  • Communicate a fix
  • Knowledge articles from problems
  • Use the knowledge check box
  • Create a known error article
  • Post knowledge
  • Legacy: Problem Management Platform Analytics Solutions
  • Legacy: Problem Overview dashboard
  • Legacy: Problem Management dashboard
  • Legacy: Problem Premium dashboard
  • Legacy: Problem daily 7d - 28d dashboard
  • Legacy: Open Problem Age Monitor dashboard
  • Reference section for Problem Management
  • Problem form
  • Problem Task form
  • Problem model form
  • Problem task model form
  • Problem Management model state transition condition form
  • Legacy Problem form
  • Known error article form
  • Data lookup for prioritizing problems
  • Problem management properties
  • Quick start tests for Problem Management
  • Domain separation and Problem Management
  • Data for problem resolution
  • Synchronization between incident and problem records
  • Working with contextual search
  • Release Management
  • Activate Release Management
  • Components installed with Release Management
  • Business stakeholder role for Release Management
  • Domain separation in Release Management
  • Release Management concepts
  • Default state categories for Release and Release task tables
  • Using Release Management v2
  • Product hierarchy in Release Management
  • Define a product in Release Management
  • Define a release in Release Management
  • Define a release phase in Release Management
  • Define scope of a release in Release Management
  • Software control distribution
  • Request Management
  • Explore
  • Request Management architecture
  • Configure
  • Request Management integration with Universal Request
  • Create a request from Universal Request
  • Requested item state mapping
  • Transfer a request to another department
  • Using Request Management
  • Create a catalog request in Agent Workspace
  • Reference
  • Domain separation in Request Management
  • Request ITSM Roles - Request Management
  • Components installed with ITSM Roles — Request Management
  • Activate Business Stakeholder
  • Installed with Business Stakeholder
  • Service Builder
  • Install
  • Roles installed with Service Builder
  • Service Builder approval flow
  • Create a service
  • Create a service offering
  • Service Operations Workspace for ITSM
  • Exploring Service Operations Workspace for ITSM
  • Access Service Operations Workspace for ITSM
  • Service Operations Workspace for ITSM user interface
  • Service Operations Workspace for ITSM landing page
  • Exploring Recommended Actions for ITSM
  • Exploring On-call Scheduling in Service Operations Workspace
  • Configuring Service Operations Workspace for ITSM
  • Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Install the Migration Utility for Service Operations Workspace
  • Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Create a basic authentication configuration
  • Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Configure and customize the migration to SOW
  • Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for UI actions and layouts
  • Ribbons migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for ribbons
  • Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for view rules
  • New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for new records
  • Highlighted fields in lists and forms
  • Post migration tasks
  • List actions migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for list actions
  • List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for list categories and modules
  • Migration of form headers from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for form headers
  • Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for search configurations
  • Migration of Agent assist from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Perform post-migration tasks for Agent assist configuration
  • Migration of Related list declarative actions from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace
  • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace
  • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace
  • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace
  • Perform post-migration tasks for related list declarative form actions
  • Migration of field decorators from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Client script
  • Server script
  • Client action
  • UI component
  • Post migration tasks
  • Getting started with Service Operations Workspace for ITSM
  • Roles in Service Operations Workspace for ITSM
  • Users in Service Operations Workspace for ITSM
  • Configure the theme for Service Operations Workspace for ITSM
  • Access controls in Service Operations Workspace for ITSM
  • Types of landing pages in Service Operations Workspace for ITSM
  • Configure the audience for the SOW landing page
  • Configure service desk groups to access the Service Operations Workspace landing page
  • Landing page redirection in Service Operations Workspace for ITSM
  • Redirect non-admin users to Service Operations Workspace
  • Redirect agents of a specific group to Service Operations Workspace
  • Disable auto-redirection for all agents to Service Operations Workspace
  • Landing page configurations in Service Operations Workspace for ITSM
  • Configure record creation from the new tab menu in Service Operations Workspace
  • Restore the greeting banner on the landing page
  • Configure the header message on the landing page
  • Configure the space man on the landing page
  • Configure the donut color in the Overview section
  • Configure the donuts in the tier 1 landing page
  • Configure the donuts in the tier 2 landing page
  • Configure the visibility of landing page sections
  • Configure the Announcements section on the landing page
  • Configure the Upcoming section on the landing page
  • Record page configurations in Service Operations Workspace for ITSM
  • Configure the incident record page in SOW for ITSM
  • Configure the change record page in SOW for ITSM
  • Contextual side panel configurations in Service Operations Workspace for ITSM
  • Configure contextual side panel tabs in Service Operations Workspace
  • Configuring Recommended Actions for ITSM
  • Configure the Agent Assist tab in Service Operations Workspace
  • Edit the table configuration for Agent Assist in Service Operations Workspace
  • Customize the on-call support group recommendations
  • Configure notifications in Service Operations Workspace for ITSM
  • Configure search resources for an interaction in Service Operations Workspace for ITSM
  • Setting up Major Incident Management in Service Operations Workspace
  • Activate Major Incident Management in Service Operations Workspace
  • Configuring Major Incident Management in Service Operations Workspace
  • Assign the Major incident manager role
  • Configure major incident trigger rules
  • Setting up communication templates and plans in Major Incident Management
  • Configure a communication template for email in Major Incident Management
  • Configure a communications template for SMS in Major Incident Management
  • Configure a communication plan in Major Incident Management
  • Assign a playbook to Major Incident Management
  • Designing a major incident playbook
  • Configure email notifications in Major Incident Management
  • Configure the timeline events for a Post Incident Report
  • Configuring Problem Management in Service Operations Workspace
  • Configure the problem form layout in Service Operations Workspace
  • Configure the problem task form layout in Service Operations Workspace
  • Configure problem modals shown during state transitions
  • Configure problem task modals shown during state transitions
  • Configure properties for Problem Management in Service Operations Workspace
  • Create a task type for problem or change in Service Operations Workspace
  • Define priority lookup rules for Problem Management in Service Operations Workspace
  • Enable Problem Management models in Service Operations Workspace
  • Create a problem model in Service Operations Workspace
  • Create a problem task model in Service Operations Workspace
  • View the SLA details for problems
  • Configure IT Agent Dashboard in Service Operations Workspace for ITSM
  • Enable collaboration services for configurable workspaces
  • Migrate the collaborate and Microsoft Teams import screens to new Collaboration services screens
  • Setting up integrations in Service Operations Workspace for ITSM
  • Setting up Investigation Framework in Service Operations Workspace
  • Investigation using Agent Client Collector
  • Install Agent Client Collector for Investigation
  • Setting up investigation framework using Microsoft Endpoint Configuration Manager for Investigation
  • Install MECM
  • Configuring CI metrics for MECM
  • Configure system overview - msinfo32 metrics
  • Configure system overview - dsregcmd metrics
  • Configure asset utilization metrics
  • Configure processes metrics
  • Configure services metrics
  • Configure logged in users metrics
  • Configure Installed application metrics
  • Configure remedial action - Restart Service
  • Configure remedial actions - End Process
  • Create a script in Microsoft Endpoint Configuration Manager
  • Extend hardware inventory
  • Verify a CMPivot entity
  • Configure a metric definition
  • Configure CI Actions
  • Configure the Remedial Actions Framework
  • Setting up Service Desk assisted Password Reset in Service Operations Workspace
  • Assign the Password Reset Service Desk role to the user
  • Create credential store for Password Reset in Service Operations Workspace
  • Create password reset process in Service Operations Workspace
  • Configure verification methods
  • Create verification settings
  • Map the password reset process
  • Map the UXF routes
  • Configure the password policies
  • Configure the session properties
  • Setting up Recommended Actions for ITSM
  • Setting up AI Search in Service Operations Workspace for ITSM
  • Install Universal Request for Service Operations Workspace
  • Install Universal Task for Service Operations Workspace
  • Admin Center in Service Operations Workspace for ITSM
  • Manage configurations in Service Operations Workspace for ITSM
  • Migrate the existing charts to PAR dashboard in Service Operations Workspace for ITSM
  • Configuring Service Operations Workspace for ITSM to improve your experience
  • Assign the service desk agent role to the user in Service Operations Workspace
  • Redirect UI16 module links to Service Operations Workspace
  • Reorder the navigation pane modules in Service Operations Workspace for ITSM
  • Configure the inbox in Service Operations Workspace
  • Enable automatic assignment of interactions to an agent
  • Configure alerts in Service Operations Workspace
  • Configure the list page in Service Operations Workspace for ITSM
  • Configuring record pages in Service Operations Workspace for ITSM
  • Configure a record page tab in Service Operations Workspace
  • Configure a task record form in Service Operations Workspace
  • Define and customize activity stream tags
  • Assign or Resolve dialog box
  • Configure the experts On-call panel for an incident
  • Create a task type for problem or change in Service Operations Workspace
  • Configuring Standard Record Page in Service Operations Workspace
  • Adding Declarative Actions on the Standard Record Page
  • Custom Modal Migration in Standard Record Page
  • Modify the Record Page in the Service Operations Workspace using the Standard Record Page
  • Agent Assist tab
  • Table configuration
  • Hide contextual side panel
  • Sharing record pages from Service Operations Workspace across workspaces
  • Task record information in the MS Teams Import tab
  • Specify the refresh duration for user presence in Service Operations Workspace
  • Configuring Interaction Management in Service Operations Workspace
  • Duration to view requester's activities
  • Hide the inbox in Service Operations Workspace
  • Automatically close an interaction in Service Operations Workspace
  • Display of requester related records
  • ITSM Configurable Workspace chat session tabs in SOW
  • Configure chat session tabs in SOW
  • ITSM voice interaction record page
  • Configuring Notify in Service Operations Workspace
  • Configure a provider for Notify in Service Operations Workspace
  • Configure Notify properties for SOW
  • Configure Notify connector for Microsoft Teams from Service Operations Workspace
  • Enable Computer Telephony
  • Customizing Service Operations Workspace for ITSM to align with your requirements
  • Create a copy of the Service Operations Workspace landing page
  • Customize Service Operations Workspace landing page
  • Customize the incident record page
  • Operating IT services in your organization
  • Play a guided tour in Service Operations Workspace
  • Add a user-specific quick link on the ITSM landing page
  • Create a list in Service Operations Workspace
  • Live Agent chat in Service Operations Workspace
  • Interaction Management in Service Operations Workspace
  • Create an interaction in Service Operations Workspace
  • Work on an interaction in Service Operations Workspace
  • Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
  • Associate an interaction with a task record
  • Incident Management in Service Operations Workspace
  • Create an incident in Service Operations Workspace
  • View and update incident information on the Overview tab in SOW
  • Viewing incident record
  • Work on an incident list page in Service Operations Workspace
  • Work on an incident record in Service Operations Workspace
  • Remedial actions using Playbook
  • Close resolved incident
  • Reopen an incident in Service Operations Workspace
  • Incident Management in Service Operations Workspace reference
  • Components installed
  • Components installed
  • Components installed with Remedial Actions Framework
  • Components installed with Metrics and CI Actions Framework
  • Features of the Investigation tab
  • Viewing the historical data of CI metrics
  • Digital End-User Experience and Service Observability UI experience on investigate tab
  • Extension points for batch processing in Service Operations Workspace
  • Quick start tests for Incident Management in Service Operations Workspace
  • Request Management in Service Operations Workspace
  • Create a catalog request in Service Operations Workspace
  • View and approve records in Service Operations Workspace
  • Change Management in Service Operations Workspace
  • Create a change request in Service Operations Workspace
  • Create and propose a change template in Service Operations Workspace
  • Propose a single change to a CI in Service Operations Workspace
  • Work on a change request in Service Operations Workspace
  • Standard change catalog
  • Propose a standard change template
  • Modify a standard change template
  • Create a change task in Service Operations Workspace
  • Work on a change task in Service Operations Workspace
  • Create a Change Advisory Board (CAB) definition
  • Create a CAB meeting
  • Add an agenda item to a CAB meeting
  • Manage attendees in a CAB meeting
  • Conduct a CAB meeting in the CAB workbench
  • Managing IT services in your organization
  • Knowledge Management in Service Operations Workspace
  • Work on a knowledge article in Service Operations Workspace
  • Major Incident Management in Service Operations Workspace
  • Major Incident Management process in Service Operations Workspace
  • Managing a major incident record
  • Propose a major incident
  • Managing major incidents using playbooks
  • Manage major incidents using the MI playbook
  • Manage major incidents using the Advanced MI playbook
  • Promote a major incident
  • Communicating about incidents and major incidents
  • Compose communications for incidents and major incidents
  • Manage recipients in a communication task
  • Create an adhoc communication task
  • Manage an announcement
  • Collaborate with stakeholders during a major incident
  • Create communication and collaboration
  • Resolve and close a major incident
  • Review and update a post incident report
  • On-Call Scheduling in Service Operations Workspace
  • Configuring On-Call Scheduling in Service Operations Workspace
  • Create new form
  • Create and edit shift in Service Operations Workspace
  • Create notification preference rule
  • Edit On-call team preference using Teams menu
  • Manage delivery channel
  • Escalation triggers and policies
  • Create escalation trigger rules and policy from team record
  • Scheduling in service operation workspace
  • Manage your work and schedule absence
  • Manage shifts in service operation workspace
  • On-call support for an incident in Service Operations Workspace
  • Problem Management in Service Operations Workspace
  • Create a problem in Service Operations Workspace
  • Work on a problem in Service Operations Workspace
  • Problem Management models in Service Operations Workspace
  • Create a problem task in Service Operations Workspace
  • Work on a problem task in Service Operations Workspace
  • Problem Management in Service Operations Workspace reference
  • Problem form
  • Problem task form
  • Recommendation Framework in Service Operations Workspace
  • Recommendation rules for an incident in Service Operations Workspace
  • Recommended Actions for ITSM in Service Operations Workspace
  • Get Guidance based recommendations
  • Get field recommendations
  • Recommended Actions for ITSM reference
  • Contexts in Recommended Actions for ITSM
  • Rules in Recommended Actions for ITSM
  • Guidance based recommendations in Recommended Actions for ITSM
  • Field level recommendations in Recommended Actions for ITSM
  • Guidances in Recommended Actions for ITSM
  • Resource generators in Recommended Actions for ITSM
  • ServiceNow integrations with Microsoft Teams in Service Operations Workspace
  • Collaborate on a task record using Microsoft Teams in Service Operations Workspace
  • Service Level Management in Service Operations Workspace
  • Walk-up Experience management in Service Operations Workspace
  • Work on Walk-up interaction in Service Operations Workspace
  • Create an appointment through incident
  • Collaboration in Service Operations Workspace
  • Notify in Service Operations Workspace
  • Use Twilio to make conference calls in Service Operations Workspace
  • Start and end a conference call from Twilio in Service Operations Workspace
  • Join or leave a conference call from Twilio in Service Operations Workspace
  • Administer an existing Twilio call in Service Operations Workspace
  • Reinitiate a conference call from Twilio in Service Operations Workspace
  • View a conference call recording from Twilio in Service Operations Workspace
  • Use Webex for conference calls in Service Operations Workspace
  • Start a conference call using Webex in Service Operations Workspace
  • Add participants to an existing Webex call in Service Operations Workspace
  • Reinitiate a conference call from Webex in Service Operations Workspace
  • Use Zoom to make conference calls in Service Operations Workspace
  • Start a conference call using Zoom in Service Operations Workspace
  • Manage Zoom conference calls in Service Operations Workspace
  • Add participants to an existing Zoom call in Service Operations Workspace
  • Join a conference call from Zoom in Service Operations Workspace
  • Mute participants from a Zoom conference call in Service Operations Workspace
  • Leave a Zoom conference call in Service Operations Workspace
  • End a Zoom conference call in Service Operations Workspace
  • Reinitiate a conference call from Webex in Service Operations Workspace
  • Use Microsoft Teams to make conference calls in Service Operations Workspace
  • Start a conference call using Microsoft Teams in Service Operations Workspace
  • Manage Microsoft Teams conference calls in Service Operations Workspace
  • Add participants to an existing Microsoft Teams call in Service Operations Workspace
  • Join a conference call from Microsoft Teams in Service Operations Workspace
  • Mute participants from a Microsoft Teams conference call in Service Operations Workspace
  • Leave a Microsoft Teams conference call in Service Operations Workspace
  • End a Microsoft Teams conference call in Service Operations Workspace
  • Reinitiate a conference call from Microsoft Teams in Service Operations Workspace
  • View a conference call recording from Microsoft Teams in Service Operations Workspace
  • Initiate a chat from Sidebar in Service Operations Workspace
  • Computer Telephony Integration in Service Operations Workspace
  • Universal Request in Service Operations Workspace
  • Create a Universal Request in Service Operations Workspace
  • Cancel a Universal Request in Service Operations Workspace
  • Use Agent assist in Service Operations Workspace
  • Transfer a primary ticket in Service Operations Workspace
  • Restrict or unrestrict universal request access in Service Operations Workspace
  • Mark the universal request as unrestricted in Service Operations Workspace
  • Universal Request in Service Operations Workspace reference
  • Universal Task in Service Operations Workspace
  • Create a universal task for a universal request in Service Operations Workspace
  • Universal Task in Service Operations Workspace reference
  • Reset password
  • Reset password using service-desk assistance
  • Unlock the user account
  • Password Reset in Service Operations Workspace reference
  • Optimizing IT services in your organization
  • Workforce Optimization for ITSM in the Service Operations Workspace
  • Access your profile in Service Operations Workspace
  • Service Operations Workspace - Scheduling
  • Manage your schedule using the Service Operations Workspace
  • Approve or reject
  • Request time off using ITSM Virtual Agent
  • Clock-in and clock-out your work shift in Service Operations Workspace
  • Sign up for your preferred shifts
  • Service Operations Workspace - Learning
  • Learning path and course item discovery in Service Operations Workspace
  • Enroll in learning
  • Complete learning tasks using the Service Operations Workspace
  • Review skills to add to your skill set
  • Take a survey in Service Operations Workspace
  • Service Operations Workspace for ITSM reference
  • Terminology in Service Operations Workspace for ITSM
  • Additional roles for SOW admin
  • Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM
  • Service Operations Workspace for ITSM data model
  • Components installed with Service Operations Workspace ITSM Applications
  • Service Portfolio Management
  • Explore
  • Use Service Portfolio Management services
  • Service Portfolio Management portfolios
  • Configure
  • Activate Service Portfolio Management
  • Service Portfolio Management activation administration
  • Applying the CSDM guidelines to Service Portfolio Management
  • Set up services and commitments in Service Portfolio Management
  • Quick start tests for Service Portfolio Management Premium
  • Installed with Service Portfolio Management Premium
  • Install the Service Portfolio Management Sample Content Pack
  • View Service Portfolio Management sample IT services portfolio content
  • Use
  • Create a portfolio
  • Service Portfolio Management taxonomy
  • Create taxonomy layer definitions
  • Create taxonomy nodes
  • Create a service
  • Apply scope to a service
  • Service Portfolio Management Premium notifications
  • Edit and manage service portfolios
  • Manage the CSDM life cycle fields in Service Portfolio Management
  • Remap service portfolio taxonomy nodes in Service Portfolio Management
  • Service offerings in Service Portfolio Management
  • View a service offering
  • Create a service offering
  • Add a commitment to a service offering
  • Assign multiple teams to support a service offering
  • Subscribe users to a service offering in Service Portfolio Management
  • Create catalog items for service offering subscribers
  • Reporting for services and service offerings
  • Service Portfolio Management service offering price
  • Log outages
  • View availability results
  • Set the time zone for availability results
  • Convert services in bulk
  • View Service Level Agreement (SLA) results
  • Reference
  • Installed with Service Portfolio Management
  • Domain separation and Service Portfolio Management
  • Service Level Management
  • Exploring Service Level Management
  • Service Level Management concepts
  • Define a service contract
  • Service Level Agreement (SLA) breakdown definitions
  • Service Level Agreement (SLA) processing
  • Actual and business elapsed times
  • SLA timer
  • Configuring Service Level Management
  • Service Level Management plugins
  • Activate Service Level Management
  • Installed with Service Level Management
  • Activate SLA Breakdown definitions
  • Installed with SLA breakdown definitions
  • Activate SLA timeline
  • Script includes installed with SLA timeline
  • Activate Service Level Management - SLA Timer Config API
  • Installed with Service Level Management - SLA Timer Config API
  • Script Includes installed with SLA Timer Config API
  • Configure Service Level Agreement (SLA)
  • Service Level Agreement (SLA) definition
  • Create an SLA definition
  • Configure SLA retroactive start and pause
  • Configure the SLA timer
  • Extend SLA condition rules
  • Create a custom SLA condition rule
  • Invoke an SLA condition rule globally
  • Invoke SLA condition rules on a specific SLA definition
  • Create SLA breakdown definitions
  • Using Service Level Management
  • SLA calculation
  • Run the 2011 SLA engine asynchronously
  • Recalculate SLA times automatically
  • Use exact times in SLA calculations
  • Repair Service Level Agreement (SLA)
  • Configure SLA repair
  • Repair SLA from a form
  • Repair SLAs from a list
  • View SLA timeline
  • Add custom business rules to Service Level Agreement (SLA)
  • Add custom business rules
  • Monitoring Service Level Agreement (SLA)
  • Verify SLA definition using SLA timeline
  • Service Level Management reference
  • Flows for SLA
  • SLA notifications
  • SLA duration types
  • Schedules within SLA
  • SLA duration and schedules
  • Time zones in SLAs
  • SLA conditions
  • SLA transitions
  • SLA condition rules
  • SLAConditionBase script
  • SLAConditionSimple script
  • Service Level Agreement (SLA) process example
  • Scheduled jobs for SLA
  • SLA timeline
  • Understand why an SLA did not trigger as expected
  • Use SLA timeline to determine business schedule
  • Use SLA timeline to understand SLA stage change
  • Use SLA Timeline to validate a new SLA definition
  • Service Level Agreement (Legacy) engines
  • Legacy SLA fields
  • Upgrade SLA to 2011 engine
  • Organize the migration process
  • Convert an SLA to an SLA Definition
  • Reactivate escalation engine
  • Task SLA table
  • Service level management overview dashboard
  • Legacy: Platform Analytics Solutions for Service Level Management
  • Service level management PA dashboard
  • Domain separation and Service Level Management
  • Quick start tests for Service Level Management
  • Configure Service Level Agreement (SLA) properties
  • Migrate to service level management
  • ITSM Success Dashboard indicators
  • Explore
  • ITSM Success Dashboard indicators components
  • ITSM Success Dashboard indicators KPI definitions and formulas
  • Performance overview
  • Service Quality
  • Operational Success
  • Configure
  • Install ITSM Success Dashboard indicators
  • ITSM Success Dashboard Admin console
  • Set the refresh interval for Success Dashboard indicators
  • Configure the knowledge base for ITSM Success Dashboard indicators
  • Configure Virtual Agent topics for ITSM Success Dashboard
  • Configure Virtual Agent topics for ITSM Success Dashboard indicators
  • Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics
  • Update the live agent script include
  • Set fulfillment automation level of catalog item for the Success Dashboard indicators
  • Activate Performance Analytics jobs for ITSM Success Dashboard indicators
  • Configure Success Dashboard indicators KPIs
  • Add contributing indicators
  • Add time savings
  • Update more information cards
  • Create a cost savings indicator for ITSM Success Dashboard
  • Modify the currency code for ITSM Success Dashboard indicators
  • Operational Success Admin Console
  • Create an operational success dashboard
  • Benchmarks admin console
  • Run Update formula script for ITSM Success Dashboard indicators
  • Identify the automation opportunities on ITSM Success Dashboard
  • Maximise the benefits
  • Monitoring the KPIs of your ITSM implementation
  • Share the Success Dashboard indicators
  • Benchmarks for Success Dashboard indicators
  • Estimated Cost Savings for Success Dashboard indicators
  • View metrics for selected period in ITSM Success Dashboard indicators
  • Create target for the KPI in the Success Dashboard
  • Reference
  • Success Dashboard indicators user roles and responsibilities
  • Task Outage
  • Activate Task-Outage Relationship
  • Components installed with Task-Outage Relationship
  • Add the Outage UI action to another task form
  • Associate a task with an outage
  • Create an outage from a task
  • Domain separation and task outage
  • Task Intelligence for ITSM
  • Explore
  • Admin Console
  • Configure
  • Install
  • Manage
  • Create an incident prediction model
  • Set up
  • Create a similar records prediction model
  • Set up
  • Define the purpose
  • Train
  • Assess
  • Deploy
  • Edit an incident prediction model
  • Export an incident prediction model
  • Monitoring and Analytics
  • Reference
  • Components installed
  • Collaboration services
  • Install Collaboration services
  • Components installed with Collaboration services
  • Setting up Slack for communication
  • Configure Slack as a communication channel for a communication task
  • Import messages from an incident
  • Process flow for Slack communication
  • Add a collaborative communication task
  • Create a Slack channel for a collaborative communication task
  • Slack integration - Incident Management
  • Create slack channel for an incident
  • View or join slack channel from an incident
  • Add form section to view slack channels
  • Set up slack for a user or group
  • Associate existing slack channel with a group
  • Open slack from an incident
  • Slack slash commands
  • Platform Analytics ITSM Dashboards
  • IT Agent dashboard for Service Operations Workspace
  • Manage the dashboard in Service Operations Workspace
  • Platform Analytics KPIs and dashboards
  • Incident management dashboard
  • Major incident dashboard
  • Change dashboard
  • Request dashboard
  • Service Catalog dashboard
  • Interaction dashboard
  • Problem dashboard
  • On-call dashboard
  • Legacy: Performance Analytics ITSM Dashboards
  • Legacy: IT Executive dashboard
  • Legacy: IT Manager dashboard
  • Legacy: IT Agent dashboard
  • ITSM Mobile Agent
  • Exploring ITSM Mobile Agent
  • User roles and personas in ITSM Mobile Agent
  • ITSM Mobile Agent features and plugins
  • AI Search in ITSM Mobile Agent
  • Get started with AI search in new or zBoot instances
  • Get started with AI search in upgraded instances
  • Switch back to Zing search in ITSM Mobile Agent
  • Enable dark theme in ITSM Mobile Agent
  • Filter records
  • Collaboration Services for ITSM Mobile Agent
  • Add deep linking support to ITSM Mobile Agent
  • Configuring ITSM Mobile Agent
  • Install ITSM Mobile Agent
  • Migration from ITSM Mobile to ITSM Mobile Agent
  • Migration to ITSM Mobile Agent 5.0.3
  • Configurable actionable notifications for ITSM Mobile Agent
  • Enable Push notification categories for ITSM Mobile Agent
  • ITSM Mobile email notification redirection via web
  • Set custom alert tones in ITSM Mobile Agent for different incident priority
  • Enable Override do not disturb to receive critical alerts
  • Configure critical notification
  • Configure a customized notification for critical alert
  • Configure a ringtone for critical alerts
  • Log in to ITSM Mobile Agent
  • Managing incidents and tasks using My Work applet
  • Create an incident from app landing page
  • Generating task summarization for incident records
  • My incidents
  • Collaboration with incidents
  • Initiate a chat with the caller from an incident
  • Initiate a chat with the assignment group from an incident
  • Initiate a conference call with the caller from an incident
  • Add participants to a conference call from an incident
  • Join an active conference call from an incident
  • View active collaborations
  • View active and inactive participants in the conference call
  • End a conference call
  • Collaboration with incident tasks
  • Initiate a conference call from an incident task
  • Add participants to a conference call from an incident task
  • Join an active conference call from an incident task
  • View active and inactive participants in the conference call
  • End a conference call
  • Incidents at risk
  • Process an incident at risk
  • Breached Incidents
  • Process a breached incident
  • Change tasks
  • View catalog tasks
  • View upcoming shifts with On-Call Scheduling
  • Request time off with On-Call Scheduling
  • View on-call group members
  • Managing teams and incidents using My Team applet
  • My team dashboard
  • Overdue changes
  • Unassigned incidents
  • Manage upcoming shifts with On-Call Scheduling
  • Manage time-off requests with On-Call Scheduling
  • Manage gaps and conflicts with On-Call Scheduling
  • Performance metrics
  • Managing major incidents using Major Incident applet
  • Active major incidents
  • Major incident candidates
  • Review and work on a major incident candidate
  • Major incident dashboard
  • Collaboration with major incidents
  • Initiate a chat with the caller from a major incident
  • Initiate chat with assignment group
  • View active collaborations
  • Add participants to a conference call from a major incident
  • Join an active conference call from a major incident
  • End a conference call from major incident
  • Reference
  • Domain Separation for ITSM Mobile Agent
  • Settings

Creating an event rule

  • Release version: Australia
  • Updated April 27, 2026
  • 1 minute to read
  • You can create an event rule to establish criteria and thresholds for performance, enabling timely alerts and proactive system management.

    To create an event rule, perform the following steps.
    1. Select event rule filters.
    2. Define alert criteria.
    3. Define alert rule name and status.
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