Users in groups can be assigned permissions to

approve, change, or resolve incidents and requests,

provide a reference for alerts and notifications, and

receive email notifications.

'Raise a ServiceNow HI issue' and 'Request a platform upgrade' requires the ServiceNow Support (HI) access which is not managed by the group permissions in an instance.

Screenshot 1: Referencing the Change Management group to receive email notifications for unauthorised change requests

Screenshot 2: A group that can approve Service Catalogue requests

Learn more here!

In some cases, additional ad-hoc tasks can be required to fulfil an item.

A process user (fulfiller) with permissions can add an SCTASK to a RITM on an ad-hoc basis, but they must create the task before the closure of the final existing SCTASK, or the RITM will no longer be active.

When creating an ad-hoc task, ensure that you assign the task to the appropriate group, describe the work required, and enter additional details, such as a priority and description.

Once the new task is configured and assigned, you can click Submit to save the new task and return to the parent RITM form.

Screenshot 1: The 'New' button on the Catalog Task related list on the Requested Item form

Screenshot 2: Creating a new Catalog Task from a Requested Item

Learn more here!

• A. XML: XML is a common format for importing data due to its structured nature.
• B. XLSX: XLSX (Excel files) are often used as data sources for importing data.
• C. CSV: CSV files store tabular data in plain text, making them a popular format for data import.
• E. JSON: JSON is widely used for data transfer, particularly in APIs, and can be used as a data source format.

Incorrect Option:

• D. TXT: TXT files contain unstructured plain text, making them unsuitable for structured data import sets. Importing from TXT would require additional parsing, unlike other structured formats.

For example, XML and JSON have a clear hierarchy (like a tree), while TXT is just text without any structure.

You can create a template that defines default values for forms so that users can easily create an incident. You need to have appropriate permissions before creating templates.

Users with the sn_incident_write role can create their own templates for frequently logged incidents.

An itil user can also create a template from an incident, but since it contains the sn_incident_write role, it is not the minimum required role.

An administrator or user with the template_editor_global role can create templates available to everyone.

Note: An administrator can enable the global option for any personal template a user creates so that all other users can access the template.

The template automatically populates fields in the incident form.

Screenshot 1: Selecting the Toggle Template Bar by clicking the more options icon to see the template bar (UI16)

Screenshot 2: Toggling the template bar on the Incident form to select an existing or create a new template (Next Experience UI)

Screenshot 3: Clicking the add icon on the template bar (UI16)

Screenshot 4: Creating a template from an existing incident record (Next Experience UI)

Learn more here!

Flow Designer is a Now Platform feature that enables process owners to automate work. Build multi-step flows from reusable components without having to code.

Each flow in Flow Designer consists of a trigger and one or more actions.

A trigger starts a flow when the conditions of the trigger are met.

Actions are the Flow Designer operations, such as looking up a record, updating a field value, requesting approval, or logging a value.

Screenshot: Flow Designer - The Flow for Standard Change

Learn more here!

Each time a Knowledge article is viewed, a record is added to the Knowledge Use [kb_use] table.

You can see who has viewed which knowledge articles, who has attached a knowledge article to a task and when, and identify final search terms when the type-ahead search suggestions feature is enabled.

Note 1: An administrator can activate the kb_use table cleanup job to delete any older records from the Knowledge Use [kb_use] table and improve the table performance.

Note 2:The View log record doesn't display information for a knowledge article accessed and viewed from the global search results.

Screenshot: The Knowledge Use table that displays the articles viewed and/or used

Learn more here!

Support Group field on a Configuration Item (CI) can be used to route Incidents to the appropriate group to resolve Incidents related to the CI quickly.

The CSDM framework provides context for the incidents. The context includes the CIs involved in the incident and the services affected.

You may populate the Configuration Item attribute [configuration_item] with the CI or the service affected. You can then use this CI to identify details for incident routing. For example, you can use the CI data, such as 'Support Group', and provide information about the service impact using dependency relationships.

Screenshot 1: The different group reference fields on the configuration item [cmdb_ci] table

Screenshot 2: Example of an auto-assigned incident to the support group of the referenced configuration item

Learn more here!

You can set notification preferences to receive updates via email or other channels on the content you are following.

You can subscribe, schedule or disable a notification. You can also turn off all notifications.

You can set up where and how you want to receive notifications by creating a channel for email, instant message, SMS, or voice.

Note: Users cannot manage the inclusion or exclusion of attachments in notifications in their Notification Preferences.

Screenshot 1: Notification preferences in UI16

Screenshot 2: Notification preferences in the Next Experience UI

Screenshot 3: Setting up a schedule and applying filters to a notification from Notification preferences in the Next Experience UI

Learn more about setting notification preferences in UI16 here!

Learn more about configuring Next Experience notification preferences here!

You must have contribute access to the knowledge base that stores the knowledge article you want to publish.

When creating articles manually or by import, selecting Publish will trigger the publish workflow assigned to the knowledge base.

This may mean the article is automatically moved to a Published state, or it may first require approval(s).

Note: If you define a scheduled publish date for a knowledge article, it is published on that date depending on the following workflow settings of its knowledge base:

If the knowledge base workflow is set to 'Knowledge - Instant Publish', the knowledge article is automatically published on the scheduled publish date.

f the knowledge base workflow is set to 'Knowledge - Approval Publish', the knowledge article is published on approval completion.

Screenshot 1: Selecting the Submit button on a newly created Knowledge Article saves it in 'Draft'

Screenshot 2: Selecting the Publish button on a Knowledge Article moved it to 'Review' based on the out-of-the-box workflow

Learn more about knowledge workflows here!

Learn more about scheduling a knowledge article for publishing here!

Embedded Help provides targeted help content to a user on a UI page, based on their role. Some embedded help content comes with the base instance. Your organisation can add or replace embedded help content. The help centre provides users with specific information about the UI page that they are looking at in their instance. Help users understand what they can accomplish and do on the screen.

Following are some of the reasons for your organisation to add or replace embedded help content.

To provide help for custom applications.

To provide more specific instructions or embedded videos to describe your business process.

To provide embedded help content where none exists for a page.

To provide embedded help content in languages other than English (default).

Embedded Help provides help in languages other than English.

Screenshot 1: Displaying the Help pane when creating a new incident

Screenshot 2: List of Embedded Help contents

Learn more here!