Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, organ...

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Service Operations Workspace

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...

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Service Operations Workspace

Featured Implementing Service Level Objectives (SLOs) within SOW: A Customer Use Case

In today's digitally dynamic environment, ensuring that services are always available and reliable is crucial, especially for high-traffic applications. One of our key customers, a leading app in the US food and beverage sector, faces this challenge ...

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Service Operations Workspace

Featured Change Enablement & Federation: Maintaining Change Velocity in Regulated Environments

With modern digital organizations transitioning to DevOps concepts for faster and higher volumes of change, creating a concept of modern change enablement is a new challenge for many teams. This issue can be more apparent in regulated environments wh...

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Change Management
Continual Improvement (CIM)

Featured Free the SRE - Hybrid Reliability Teams Framework the way to go across IT and Product

5 mins read. Digital Transformation and the Crucial Role of Service Reliability With the world moving towards digital transformation at an accelerated rate especially post the COVID pandemic, the need to keep business operations reliable, up and ru...

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Service Operations Workspace

How to create a request when an email is sent to a specific email address.

I need to create a request when an email is sent to a specific email address. What configurations are required for this?Currently, my org has an existing email-to-incident setup, where sending an email to vjdev@service-now.com automatically creates a...

Question

In Knowledge Article, Paste formatting pop up is not available for some users

Hello All,While creating new knowledge articles and by copying and while pasting the content into the KBA article body, the pop-up should appear, but for some users it's visible and for some it's not. In the content, I am trying to copy and paste the...

Question

Why is my Workflow script not triggering approval to various groups?

Good afternoon.Why is my Workflow script not triggering approval to various groups? Approvals are getting skipped. Please check my code below:// Set the variable 'answer' to a comma-separated list of group ids or an array of group ids to add as appro...

Question

Resolved! I need to allow user only to select date after 7 days excluding business days.

Hi, I need to allow user to select date after 7 days but it should calculate only business days not weekend. In our project as per client we follow Friday, Saturday as weekend and I need to exclude Friday, Saturday. When user select date then it sh...

Question

Need support

Hi, I want to create a dashboard with Ticket Type filter and it should be dropdown with Incident, Request etc. I am trying to using through the Platform Analytics. Kindly suggest me on below how to achieve this

Question

How can I stop automatic problem record creation when a major incident is resolved?

Hello All,Whenever a major incident is resolved, a problem record is automatically created by the system. I found the out-of-the-box (OOB) flow responsible for this behaviour and deactivated it,but the issue persists. I’ve checked all business rules,...

Question

Resolved! Assignment group details for an individual user

Hi,We are exporting user details from user table to excel sheet.But we are unable to get Assignment Group details to which the user is part of.Assignment Group is a related list in the user form, so we are unable to get that details while we are expo...

Question

Interaction record showing as empty under incident record

Hi All, I am creating incident from interaction in agent workspace. once incident is created, the interaction record is showing as empty under incident record in "Interactions" related list.This is happening only for some records. Can anyone tell me ...

Question

Resolved! "no table configuration. specify the table configuration" in Agent Assist for SOW

Hello, I can't see the agent assist in the Service Operations Workspace, specifically when I am on an Incident (Request, Problem) form: What can I do? Maddalena

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Service Operations Workspace

How to enable mentions in a custom journal field.

Hi,How to enable mentions in a custom journal field.Can anyone please help on this, It will be useful. Thanks!

Question

IT Service Management (ITSM) Implementation Simulator Task 25. let me know how to complete this task

We need a service catalog specific to our Consulting practice to request items related to their Marketing, Sales, and Workshop needs.1. Create a new service catalog named Consulting Practice.2. Add three categories: - Marketing - Sales - Worksh...

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Resolved! Not able toview the filter in sys_ui_related_list_entry but view it in Related List Entries listview

Hi I Cannot the see the related list filter from the record but I can see it it on the sys_ui_related under this Related List Entries list (But I cannot edit it in the list view want to remove this filter) How can I do it ? For your reference am att...

Question

Adding hyperlink in error message in SOW using Business rule

I have a requirement to add a hyperlink to an errormessage which is coming from a business rule.On clicking the link it should opens a new rca type problem task creation page in SOW.It shouldnt refresh current workspace tab it should simply opens a n...

Question

Resolved! ATF - Can we change the form view through ATF

I am trying to change the Incident form view, for a particular user group though ATF. Manually I can change the Form view to Default view, Self service or Service Portal. But through ATF, i am unable to fetch the Form view nor change the form view. C...

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Incident Management

An incident that originated in Marh 2023, does not show all the history

An incident that originated in Marh 2023, does not show all the history. An incident was created in 2023. When I check in History, it shows as created in 2023 but under activities, it is captured from 2024. How to have the activities to be displayed...