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20 Posts authored by: kim.purcell

If your reports are not displaying correctly under the My Reports section, this may due to a recent change to your login information. If your user info has been changed in Fuji since you initially created the report, for example, you have a new primary email address and new username/login, these reports will not show up if you try to view My Reports.


For example, if your username was once "Bridget" and you change it to "BridgetB," then the reports you created as Bridget do not show up. They appear missing when you log in with your new credentials and go to the report_home section to view your reports. The reason for this it that there is no longer a match between the [sys_user] and [sys_report] tables.


To view the reports you created from your previous username, you can have an admin manually edit the Created By field in the [sys_report] table with the new value of the username. You'll need an admin since this update requires a temporary change to the base system, which should then be reverted back once the update is complete. Here are the easy steps to do this:


To enable list editing on the [sys_report] table:

  1. In the navigation filter, enter System UI.
  2. Go to List Control, and search for sys_report.
  3. Open record and change the List edit type from Disable list editing to Save immediately (cell edit mode).
  4. Navigate to the list view of the [sys_report] table and sort or filter by the Created By field. Replace the old username value with the new username value.

  5. Go back to List Controls and set the List edit type value back to Disable list editing for the [sys_report] table.

Although this works well for selected usernames, keep in mind that if you have thousands of records in the [sys_report] table where the username has been changed, then this workaround is probably not the best fit for a large volume of updates.


Having other issues with reporting? Check out these KB articles:

If you want to learn more about this release and what we're excited about, we have some great resources for Geneva. Our Geneva resource page and overview page include new release information about enhancements and changes, including videos, community links, and other valuable resources.


Looking for something specific? Check out our new Knowledge Base articles for product enhancements and notable changes in Geneva:


Learn More About Geneva


Some of our new product enhancements include:

  • Security Operations Management – The Security Operations Management Suite (OMS) delivers security incident response and vulnerability response capabilities for the security practitioner. We have Security Incident Response (SIR) and Vulnerability Response.
  • IT Service Management - Service 360 is an extension of Service Portfolio Management in the Geneva release. This enables monitoring of Business Service Performance, consolidates data, identifies areas for remediation, and more.
  • IT Operations Management - Service Mapping is a new application in the Geneva release. In the Fuji release, ServiceWatch version 3.6 was a stand-alone product with its own infrastructure including a database, a collector component, the credentials store, and a user interface. In the Geneva release, Service Mapping is a native ServiceNow application.
  • Platform - The Edge Encryption application plug-in provides customers with an end-to-end native solution to manage the encryption of their ServiceNow data that helps them solve challenges tied to sovereignty concerns, data loss prevention, and regulatory compliance.
  • Business Management - Teamspaces enable functional and data separation between Project Portfolio Suite (PPS) applications. You can assign teamspace-specific roles to allow divisions in your organization, such as Marketing, Finance, and Facilities, to access a dedicated teamspace.
  • Service Management for the Enterprise - The Service Management Core installs the core Service Management items used to allow other-related plugins to work, such as Field Service, Facilities, HR, Legal, Finance, Marketing, and other Service Management applications created using a template.
  • User Interface - The UI16 interface is available in supported browsers and is enabled by default for new instances. UI16 provides usability improvements and design changes, including an enhanced application navigator, new themes, and updated icons. For upgraded instances, administrators may need to activate UI16.


Ready to Upgrade to Geneva?

Check out Upgrading Resources.



For the Geneva release and beyond, we now have a new product documentation site Move over wiki, the new product documentation site is live!. The information available on the wiki will still be available for users who are on releases prior to Geneva.

The Content Management System (CMS) is a ServiceNow application that enables your company to create a custom interface of ServiceNow platform and applications. Active by default, CMS allows systems administrators or web developers to dive into projects ranging from customizing login pages to designing a complete website. In addition, non-technical users can take advantage of the application as an easy-to-use website maintenance tool. See CMS Planning for more information.


When using CMS, you may have encountered URLs or popups causing a blank window or page to appear on your screen. This can happen when you are attempt certain UI actions, such as:

  • Using the shift+click popup of a form
  • Launching a CMS page with an iFrame containing the URL of an external site
  • Using the Show Workflow UI action


If you are having these issues, here a some quick tips to fix your CMS pages:


Fix shift+click popup form and blank window

In CMS, when in the shift+click popup form, clicking a UI action causes the popup to become a blank window and remain open. For example, when you launch CMS and go to Service Catalog to review Open Orders, you can do a shift+click on the RITM number to open the popup form. The problem is, when you enter text into a field and update the form, the popup window goes white and remains open.



You'll see that if you do this in the standard UI, the issues does not occur and the popup closes as expected. Simply click the "X" to close out the popup. Your update will still be saved as expected.


Correct iFrame with external website URL causing blank CMS page

When launching a CMS page with an iFrame that contains the URL of an external site,  you'll get a blank page as well as a console error message. For example, you may have a page containing an iFrame that specifies the URL of an external website:




When the CMS page is launched, a blank page will appear. In the Chrome Developer Tools Console, you'll also get an error message: Refused to display '<url specified within IFrame>' in a frame because it set 'X-Frame-Options' to 'SAMEORIGIN'



This is caused by a security feature that blocks mixed content in browsers. In this case, displaying this type of content within an iFrame is not supported by the target domain/server ( in the above example) and browser security. Do not use an iFrame to add external links to the CMS page.


Here's an example where a link is added to the Get Help section on the ESS homepage that successfully opens in a new page:



Fix Show Workflow UI action that generates wrong URL link

When you use the Show Workflow UI action in CMS, you'll end up with a blank page instead of the workflow. This is because the Show Workflow UI action is actually generating the wrong URL link with the CMS site prefix. For example, if you are in a change request associated with a workflow in ESS (https://<Eureka instance>, and go to Related Links > Show Workflow, clicking the URL displays a blank page instead of the workflow:





  1. After clicking the Show Workflow link, remove the part of the URL that references the CMS site name. For example: /ess
  2. Reload the page to show the correct workflow.

Have more questions related to CMS?

ServiceNow KB: CMS Resources (KB0552847)

12 Questions to ask yourself when Troubleshooting CMS

Use a style property to correct overlapping scrollbars on an iFrame in IE11

Associate CMS to Service Catalog and UI buttons

Upgrading to Eureka or later versions, can give you some interesting messages and behavior thanks to the added ability to have more than one Service Catalog. In Eureka, Fuji and beyond, you may encounter a Page not found error message when you attempt to use the Continue Shopping and Back to Catalog buttons in your Service Catalog. You'll see a message that looks something like this:




This broken link error message is likely caused by the new functionality in Eureka, which introduced multiple service catalogs. The Catalog Site table associates the catalogs with the CMS websites. These catalog site records appear in the Sites related list on the Catalog form. Several service catalog system properties have actually been replaced with fields on the catalog site record. This allows you to specify values for different sites used by different catalogs. To correct this issue, you'll need to associate the CMS site with the Service Catalog to fix your UI buttons.


How to associate the CMS to the Service Catalog:

  1. Navigate to Service Catalog > Catalog Definitions > Maintain Catalogs.
  2. Click the Service Catalog record in use.
  3. Click the Sites related tab.


  1. Click Edit to open the slushbucket.
  2. Double-click your custom site on the left to add it to the right.
  3. Add this information in the Site record:
    • CMS homepage: the url suffix of the content page that is the top of your catalog
    • CMS search page: catalog_find_cms
    • CMS 'Continue Shopping' page: the url suffix of the content page that you want users redirected to. If nothing is specified, the default behavior is to redirect the user to the previous CMS page

You should now be redirected to the correct CMS content page without receiving an error message.


Having other Service Catalog UI button issues? See:

Redirecting the Back to Catalog button

Get the Continue Shopping button working in your Service Catalog

The Continue Shopping button in the shopping cart redirects to incorrect an URL (KB0535421)

"Back to catalog" button redirects to the incorrect catalog (KB0547169)


Need more Service Catalog tips? See:

Creating Catalog Client Scripts

Defining Catalog Items

Adding Content Items to Service Catalog

ServiceNow's mobile UI gives you convenient remote access to your instances with some standard functionality that lets you perform common tasks while on the go. We support two types of smartphone interfaces:

  • Smartphone interface – This is active by default on new instances starting with the Dublin release. (For existing instances that are upgraded to Dublin or later, admin can activate the smartphone interface.)
  • Legacy mobile UI - These are devices, browsers, and features supported in versions prior to the Dublin release. For more information, see Configuring the Legacy Mobile UI.


In addition, administrators can define what users can access on smartphones through the smartphone interface. For example, users can be given access to specific application menus and modules, default home page favorites, UI policies, and online help.


In the Incident module, for example, the + button appears on the top-right corner of the screen in a list on the mobile UI. Pressing this button creates a new record in the list.


Screen Shot 2015-08-29 at 09.58.11.JPG

In some cases, you may want to restrict certain users from creating new incident (or other types of records) from the mobile UI but still allow them to create new records from the desktop UI.


The "+" on the mobile UI essentially means, "create a new record from the type of the list you are in". Because this button is hard-coded in the UI and not one of the UI actions, you're not able to create conditions directly on the button. Instead, you'll need to create an ACL to restrict the mobile UI.


To control the + button and create an ACL to restrict the mobile UI:

  1. If needed, elevate privileges to the security_admin role.
  2. Navigate to System Security > Access Control (ACL).
  3. Create an access control using the following information:
    • Type: Record
    • Operation: Create
    • Name:  Use the name of the table you want to restrict, for example, Incident.
    • Active: Checked
    • Advanced: Checked
  4. Enter the following code in the Script field: GlideTransaction.get().getPageName() != "angular”;
  5. Click Submit.

The script in step 4 obtains the name of the page and checks to see if it's "angular" (name of the page in the mobile UI). When it checks the name, one of the following occurs:

  • If it's not angular, then it's not mobile, and the ACL passes.
  • If it's angular, then it's in mobile, and the ACL restricts access so the + button does not appear.


Note: While this does function, it is not an official solution. The name used for the mobile page may change in future versions. If this fix is implemented, be sure to test after upgrades to ensure you are seeing the expected behavior.



Looking for more tips and solutions for mobile UI?


We have an entire resource page for this! See Mobile User Interface Resources for more information.

Mobile UI actions and desktop UI actions are two different entities; the key to using mobile UI actions is to first understand the differences between the two interfaces. When using UI actions, here are a couple of things to note:

  • The UI actions on your mobile are not the same as what you see on your desktop.
  • The UI actions you’ve created in the desktop UI will not be visible in the mobile UI, and vice versa.


Here’s where you can find them:

  • Desktop UI actions are stored on the [sys_ui_action] table and can be seen by navigating to System UI > UI Actions.
  • Mobile UI actions are stored on the [sys_ui_ng_action] table and are accessible by navigating to System Mobile UI > UI Actions - Mobile.


Types of UI actions.jpg


Mobile UI Action Visibility & Locations


In the desktop UI, there’s a related list on the UI action form called UI Action Visibility that's used to restrict specific views. When using Mobile UI Actions, keep in mind:

  • Showing a desktop UI action on the mobile view will not give a desktop UI action visibility in the mobile UI.
  • There is no equivalent related list for the Mobile UI Action form. This is because the mobile UI does not support multiple views. It will only use the Mobile view, and all mobile UI actions will automatically use this.


As with the desktop UI, Mobile UI Actions buttons can appear in different spots when you select the check boxes on the UI Action form. These mobile locations include:

  • List button: The UI Action appears on record lists for the table specified in the Table field.
  • Form button: The UI Action appears on forms for records on the table specified in the Table field.
  • Form more item: The UI Action appears in the More button, which appears as an ellipsis in the lower right corner of the mobile form.


List buttons.jpg


Mobile UI Actions & Scripting


Again, as with desktop UI Actions, mobile UI actions can contain scripts in both the condition and script fields; however, there are some differences and limitations for client-side scripting for the mobile UI. One change in particular is the difference between Mobile and Desktop URL structure, which you'll need to know when using actions like action.setRedirect.


You can find out more about scripting and mobile UI actions here: Mobile Client GlideForm (gfrom) Scripting.


Need more help with mobile UI issues?


KB0551387 - The action.setRedirectURL method is not working for Mobile UI actions. (Fixed as of Eureka Patch 10, Fuji Patch 3.)

KB0535114 - Mobile UI Actions appear on new records when condition has current. (Fixed as of  Eureka.)

This best practice article offers practical guidelines for debugging in Fuji. Jam-packed with useful information, it includes two videos that detail the new debugging features in the ServiceNow Fuji release, as well as the best ways to optimize instance performance. The new methods in Fuji provide you with consistent control over how your application manages debugging output in terms of verbosity – or what's logged – and the destination where it's logged.


debug part 1.jpg


The new custom applications recognize two properties. The first property, the verbosity, allows you to specify the verbosity of the output. The second property, the destination, allows you to specify the output destination.


Follow these debugging best practices to help you get started:

  • Create both destination and verbosity properties for your custom app in System Properties.
  • Create a Properties page for your custom app’s debugging properties.
  • Set your application’s default verbosity to error and the default destination to db.
  • Use the new Sequence field in the log list to sort entries accurately.
  • Use all methods appropriately.


Check out ServiceNow KB: Best Practices - Debugging in Fuji (KB0550844) for details on each best practice, as well as additional tips for debugging in Fuji to improve performance. Watch the videos for specific examples, or use the article as a quick reference for debugging successfully in Fuji. For a video demo of our best practices for debugging in Fuji see Best Practices for Debugging in Fuji Part 1 and Best Practices for Debugging in Fuji Part 2.


For more info about debugging, see:

If you are working in a split layout and have a choice list value that uses more than one word in an URL argument (for example, category is System Software as opposed to Software) you can oddly end up with a %20 between words in Chrome and Firefox. Here’s what you’ll see:


Screen Shot 2015-01-28 at 12.25.53 PM.JPG



To resolve this issue, you can use one word, or better yet, create an onLoad client script on the table using the script value below:


  1. Right-click on the table header, and select Personalize.
  2. Select Client Scripts.
  3. Create New.
  4. Select OnLoad for Type.
  5. In the Script field, enter the script:


if (g_form.getValue('FIELD_NAME') == 'WORD1%20WORD2') {

g_form.setValue('FIELD_NAME','WORD1 WORD2');



Just replace the FIELD_NAME, WORD1, and WORD2 values with the appropriate field name and multi-word values, and you’ll be off and running at 100%.


Screen Shot 2015-01-28 at 1.45.43 PM.JPG


Have other quirks with layout or spacing? Here are some other articles to help you out:

If you are trying to add a field to a large table, such as a Task, you may encounter a couple of issues on your instance. If you are trying to add a field to the Task table and it is taking much longer than the default UI transaction quote rule of 5 minutes, you may experience a blank screen and the change will not show up on the update set. Although the field has been created in the table, it may impact your instance in two ways:

  1. You’ll have no record of it in the current update set.
  2. The field is created on the database, but the Dictionary record is missing.

This is likely occurring because your transaction is being timed out and canceled by a UI transactions quota rule. Transaction quotas allow administrators to define a quota policy for different types of transactions. Once defined, the quota rule can cancel any transaction that doesn't follow the policy and notifies you that it has been canceled. Typically, you’ll get cancellation message like this:




The log also shows that this was canceled by the UI transactions quota rule (see also Viewing Cancelled Transactions):




Administrators set transaction quotas to prevent poorly performing queries from using up system resources and preventing other transactions from running. To avoid this issue, you can reduce the size of the affected table or adjust the quota rules to allow the system modules to wait for the transaction to complete.

Clean up the affected table

To reduce the size of the table, you can delete unused records and/or columns to decrease the time required for the database transaction. By default, background scripts are exempt from UI transactions quota. Importing an update set to an instance where a table size is not reduced will not have the same issue as transactions from the update set import that will not time out.


Adjust the quota rules

This will allow the system modules to wait for the transaction to complete.

  1. Navigate to System Definition > Quota Rules.
  2. Select the UI Transactions rule.
  3. Add these conditions:
    • [URL] [does not contain] [sys_dictionary] – This allows deletion from the dictionary.
    • [URL] [does not contain] [sys_db_object] – This allows creation from the table.
    • [URL] [does not contain] [] – This allows creation from the form.
    • [URL] [does not contain] [] – This allows creation from an remote update set.
    • [URL] [does not contain] [] –  This allows creation from an update set.

The example below shows the [URL] [does not contain] [sys_dictionary] condition added to the transaction quota rule:


This issue has been seen in quite a few patches and hot fixes in Calgary, Dublin and Eureka. You can subscribe to KB0547328: Adding a field to a large table such as Task is canceled by the "UI Transactions" Quota Rule, failing to add the change to an update set to be notified when the workaround, fixed in or description has been updated.

The visual task board (VTB) is a interactive tool that allows you and your team to collaborate on multiple task records in real time. Any user can create, view, and edit visual task boards, and share these boards for other users to view and edit.


Your task board consists of a quick panel, lanes, cards and activity stream. You can add task cards, edit card details, add labels to cards, and access the task record, depending on the type of board you've created. In addition, you can move the cards between lanes and keep track of recent activity using the activity stream in the top right.


For tips on using VTBs, check out 6 tips for using Visual Task Boards by chuck.warner and this knowledge15 session Visual Task Boards: Interact with Work More Efficiently.


Visual task board.png


If you need to edit your short description in Eureka, you may encounter an error message when you double-click the card that opens in a pop-up: An error occurred saving your change. Please verify you have permission to make this change.

Don’t fret. Chances are, you do have permission, just not access to edit from here. There are many options for quickly editing the short description for your task.


How to edit the short description on your visual task board:


Choose from the following options:

  • Edit the text directly from the card in the lane on the Visual Task Board (click on the short description to open the field to edit):

    Description edit from card.png
  • Navigate to the pop-up form of the record to edit:

    popup record with INT number in background.jpg

You can also:

  • Edit the short description from the list view:
    Description edit from list view.png
  • Edit the short description from the form view:

    Description edit from popup form view.png


(Note: You may receive this message if you attempt a move that you don't have permission for, like a lane change, because of ACLs. In that case, it is an expected result, and not an error. So double-check your ACLs before submitting an incident or reporting an issue.)


If you are on Eureka Patch 6, Eureka Patch 6 Hot Fix2, Eureka Patch 6 Hot Fix 4 or Eureka Patch 7, you could run into this problem. This issue is fixed in Eureka Patch 9. You can get more information about this issue in ServiceNow KB: Visual Task Board permission error when editing Short Description from the pop-up card (KB0547013). 

If you are using Internet Explorer, you may find that your UI14 interface is not working in Eureka. The reason for this could be that the Internet Explorer developer mode is set incorrectly or the Compatibility View is on.


What does this mean? If a local machine has a policy that defines ServiceNow as an intranet site, IE displays these sites in Compatibility Mode by default, which disables UI14. Another reason could be that the document mode and user-agent string in the IE F12 Developer Tools, which are designed for building and debugging your web page, are set incorrectly. The Developer Tools are set to 7 by default on IE 9, 10, and 11 when the ServiceNow website is treated like an intranet site. If set less than 9, this causes the UI to fail when accessing the Eureka instance.


To correct this, we recommended that you upgrade to an newer version of Internet Explorer to avoid performance issues. If that's not an option, you can also disable the Compatibility View on your instance or IE, or reset the Developer Tools.


How to disable Compatibility View on your instance:

Setting the  glide.ui.allow_ie_compatibility_mode property to false overrides the browser's compatibility settings and forces the application out of Compatibility View. This allows UI14 to run on Internet Explorer on versions prior to IE9 without breaking the interface. To disable:

  1. In the navigation filter, enter sys_properties.list.
  2. Go to glide.ui.allow_ie_compatibility_mode.
  3. Set the value to False.
  4. Click Update.


compatiblity view false.png


How to disable Compatibility View in IE:

  1. From the Tools menu, open the Compatibility View settings.
  2. Uncheck the Display intranet sites.


How to set F12 Developer Tools in IE:

  1. Log in to your instance.
  2. Open F12 Developer Tools in Internet Explorer (you can click F12 or go to the tools icon and select F12 tools).
  3. Go to Emulation.
  4. Change the document mode to 9 and user-agent string to Internet Explorer 9.
  5. Log out and back in.


We strongly advise that you upgrade to a new version of IE to prevent performance issues. Otherwise, use the workarounds above until you are able to upgrade.


Having more issues using Internet Explorer and your ServiceNow instance? See:

Notify enables organizations with a Twilio account to send notifications using text and voice messages. It also allows conference calls between ServiceNow users to make group communication quick and easy. A great use for Notify is with Incident Alert Management. Notify allows you to quickly gather the right people together on a conference call to handle high-priority incidents. You can also use its messaging system to collaborate and troubleshoot issues allowing for a quicker time to resolution.


As a NotifyNow admin, you have the ability to set Notify properties and manage the messages coming through.

Your role allows you to:

  • View and edit Notify properties.
  • Configure Notify for Twilio.
  • View  messages made by all applications using Notify on the instance.
  • View or create questions and answers via SMS or email for bi-directional communication.


NotifyNow is available starting Dublin, and since Eureka, is just referred to as Notify. Starting with Fuji, Notify allows some new functionalities that makes communicating with your individuals and teams easier.


New in Fuji:

  • Conference calls can be made public
  • Mute and unmute participants to avoid the background noise interfering with calls
  • "Kick" out participants from a conference call


When Notify is active, you may find as a user with the notifynow_admin role that you don't have access to configure notify properties that you need (KB0533463). Instead, your access may be limited to a view-only account status:

notify servicenow.jpg

If you have the notifynow_admin role, you should be able to do certain tasks, such as set properties or monitor message and conference call activities. You should also be able to create and edit incident alerts and manage contact information without issue.


The problem you're having is due to role restrictions set on the account_status UI page and also on the notify properties read/write conditions. To access, you'll need to change the notify properties read/write conditions as well as update the account status UI Page.


(Note: All the steps below must be completed to use this workaround successfully.)


To change the notify properties read/write conditions:

  1. Log in as an admin user.
  2. Navigate to System Properties > Categories.
  3. Search for the NotifyNow category and open the record by clicking on it.
  4. At the bottom of the form in the properties related list, click on the first record to open it.
  5. Click on the reference icon near the property field to open that property's form.
  6. At the bottom of the form, add the notifynow_admin role to the Read roles and Write roles.
  7. Repeat steps 4 through 6 for all of the properties in the NotifyNow category.

To update the account_status UI Page:

  1. Log in as an admin user.
  2. Navigate to System UI > UI Pages.
  3. Search for the account_status UI page and click on the record to open it.
  4. In the HTML field, search for the lines (there should two occurrences of the line that needs to be changed):
    <j:if test="${gs.getUser().hasRole('admin')}">
  5. Change it to: <j:if test="${gs.getUser().hasRole('admin') || ${gs.getUser().hasRole('notifynow_admin')}">


notifynow servicenow.jpg


Notify is available as a separate subscription from the ServiceNow platform. To purchase a subscription, contact your ServiceNow account manager.


For related articles, see:




Notify has some new features in the Geneva release! See Geneva: Significantly Improved Notifications  by poneppo

If you can't seem to remove canceled events from your Outlook calendar, this may be because the cancellation notification is missing a unique identifier (UID) from the original email. Outlook uses the standard iCalendar data format for calendar events. When a Change request is assigned to you, ServiceNow automatically sends you an iCalendar-formatted email. You'll see the meeting request inside of Outlook, and you can click accept to add it to your calendar.


Unfortunately, when an event is canceled, it can stubbornly remain in your calendar. This is because the cancellation ID does not match up to the original email ID. For example, if you create a new CHG request, the instance does the following:

  1. Sends a calendar invite with unique calendar identifier (UID) of UID:CHG00000001, for example.
  2. When the Assigned to is altered, it triggers a change.calendar.notify.remove event for the above calendar invite.
  3. It then sends a new calendar notification intended to remove the above calendar, but the UID uses a watermark string (Ref:) instead of the original UID above, for example: UID:Ref:MSG0000211.


Since calendar-related notifications for updates or cancellations must use the same unique ID to identify the calendar item, the cancellation request is not processed. To correct this issue, you can update the change.calendar.integration.remove email template.


How to remove canceled events from your calendar:

  1. In the navigation filter, enter System Policy.
  2. Go to Email > Templates.
  3. In Email Templates, open change.calendar.integration.remove.
  4. In the Message field, changeUID:${uid} to UID:${number}.

email template.png


This should clear up any unwanted events on your calendar.


For related articles, see:

ServiceNow iCal cancel requests do not remove item from customer calendar

Email templates

Change Management Integration with Outlook

If you are having trouble with processing events, such as inbound or outbound emails not processing or a scheduled events showing the past date/time, this may be because your scheduled events or other events are stuck in the queue as a result of an error processing one of the events.


Using the Diagnostics page to troubleshoot a stuck event:

  1. Navigate to System Diagnostics > Diagnostics Page.
  2. In the system overview section, check the number of events pending. This number should not exceed 1000. If it does, this likely means a large number of events are stuck in the instance. The system overview below shows only one event pending:

Screen Shot 2015-04-15 at 1.09.43 PM.JPG



See also Troubleshooting email notifications - Send to the Event Creator if you are experiencing trouble confirming that notifications from an event are being sent.

Check the list of system events to identify what's not processing:

  1. In the application navigator, enter sysevent.list to display all the events.
  2. Check the created and processed time for each event (this shouldn't be more than 30-40 seconds).
  3. Add the Claimed By column to the list view. This displays the node where the events are processed (and helps you check for a particular node if there are a large number of active nodes on an instance.)

Screen Shot 2015-04-15 at 1.10.30 PM.JPG

  1. Go to of that particular node and check if the events process is stuck:
    1. In the, open the link for events process worker page. This displays the stacktrace for
  2. If your scheduled event process is stuck, you should kill the event process in the Claimed By node:
    1. Search for All Active Transaction in the left navigation filter.
    2. Select the stuck events process row and from the Actions on the Selected Rows drop-down.
    3. Select Kill.


You can analyze the worker stack from the schedule events process to identify how the events got stuck. Below is an example of the stack trace where an event is stuck because of a business rule:


Screen Shot 2015-03-26 at 4.13.35 PM.png



To fix an event stuck on the oldest unprocessed event:

  1. In the navigation filter, enter sysevent.list to display all events.
  2. Filter by column [Processed] [is] [empty]. This lists all the unprocessed events.

    Screen Shot 2015-04-15 at 3.26.50 PM.JPG

  3. Sort the events by the oldest date/time at the top.
  4. Mark the State field of the oldest event as Error. This helps process the other unprocessed events.
  5. After this is fixed, change the State field of the oldest event to ready.

Screen Shot 2015-04-15 at 3.29.11 PM.JPG



Show the correct time on a scheduled event process:

If the scheduled events process shows the past date/time, this indicates errors in the events process schedule.

  1. In the navigation filter, enter sys_trigger.list to view all schedules.
  2. Search for events process.
  3. Check if the Next action field is showing as future date/time and the State field is not queued or error.

    Screen Shot 2015-04-16 at 12.36.56 PM.JPG

  4. If the next action date/time is showing the past date/time and error as seen above, click Execute Now to execute the event. This should execute the event and put the future date/time in the Next action field.
  5. If the State field is showing as queued or error, change the field to ready and Save the record.


Working with notifications and your scheduled events can be tricky. My best advice to share with you regarding preventing events from getting stuck is to check back regularly to see if events are getting processed. If you have checked your diagnostics page and your list of system events, check the knowledge base and the community to see if others have experienced a similar situation and have found a way to work around it.

Administrators have the ability to change the base system icons on their instance. When you are customizing your instance, you may be wondering where to find icons that you see in existing categories, especially top-level ones that appear in your self-service portal, such as your Service Catalog. These can quickly be found in your System UI. As an admin, you can easily modify and manage module icons and images to create a customized user experience unique to your company.


Modifying module icons in your instance:

  1. Navigate to System Definition > Modules.
  2. Select the module.
  3. Click the reference lookup icon.
  4. Select the desired image file from the existing images. To use a custom icon, see Creating a New Icon.
  5. Click Update.


Locating ServiceNow images in your instance:

  1. In the navigation filter, enter System UI > Images. Here you'll find a table of images that are stored as attachments, which come in handy if you need to upload an image to a service catalog item, for example.

Screen Shot 2015-03-26 at 12.54.23 PM.JPG



You can create or update service catalog items using the existing icons, or upload your own:

  1. Navigate to Service Catalog > Catalog Definition > Maintain Items.
  2. Click New.
  3. Enter the catalog item details, and select Click to add in the Picture field to upload your icon.
  4. Click Submit.

Screen Shot 2015-03-26 at 12.58.43 PM.JPG


Or you can go into an existing item to select the Image tab to update or delete an image:


Screen Shot 2015-03-26 at 1.00.30 PM.JPG


If you're uploading your own, use a 16x16 pixel image so it appears as an icon beside the item name in the catalog. If you use your own default icon to overwrite an image, this is stored in images/service_catalog/generic_small.gif. If you don't upload an image, the default icon appears beside this item.


So what happens if you're not seeing your icons at all?


If this is the case, you may try to do a cache flush to see the images:



Make sure that you do not run a cache flush during business hours. Scheduled cache flushes, using, can affect overall performance and degrade system response times. Cache flushes are intended to prevent older data from interfering with changes and updates.


For related links, see:

Where are icons for Service Catalog Items stored in SN?

change service catalog icons

Icons are not visible

Defining Catalog Items

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