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Release: Australia · View source

Australia ServiceNow AI Platform Administration

  • Administer the ServiceNow AI Platform -- As a platform administrator, you have the power of the ServiceNow AI Platform at your fingertips. The ServiceNow AI Platform is an application platform as a service that automates business processes across the enterprise.
  • Get started -- ServiceNow AI Platform is the exclusive ServiceNow platform. It provides a range of options to improve and automate your business processes.
    • How the ServiceNow AI Platform works -- The ServiceNow AI Platform is the unified foundation for every ServiceNow product, bringing together AI, data, workflows, and security on a single data model.
    • Basic system configuration -- Basic system configuration encompasses changes made to the platform as well as supporting applications. These changes can affect global settings as well as settings for particular applications.
    • Experimentation framework -- The experimentation framework enables ServiceNow to test and release new features using A/B testing in order to collect feedback to improve product experiences.
    • Feature Preview Program -- The Feature Preview Program provides access to pre-release capabilities on your instance. You can activate, test, and provide feedback on individual features before they are generally available.
    • ServiceNow plugins -- Plugins are software components that provide features and functionalities within a ServiceNow instance.
      • Activate a plugin -- You can activate most plugins to expand features and functionalities in the ServiceNow AI Platform.
      • Activate a plugin on a personal developer instance -- You can test a plugin on your personal developer instance (PDI) before launching it in a production instance.
      • Request a plugin -- If a plugin does not appear in the Application Manager, you cannot activate it yourself. Request activation of the plugin by ServiceNow personnel.
      • List of plugins (Australia) -- You can view all plugins available to you in the Application Manager if you have the admin role.
    • Find components installed with an application -- Activating a plugin installs an application on your instance. Each application consists of components such as tables, user roles, and scheduled jobs. To view all components that are installed with an application, see the Application Files table.
    • Available system properties -- Some properties are available on a system properties form, but some lesser-used properties are available only from the System Property [sys_properties] table. Sometimes, the property does not exist in a base instance, but can be added if you change the value.
    • Add a system property -- Add or create a property to control system behavior.
    • Create a system properties module -- You can add a module in the application navigator to access the list of system properties. This module makes it easy to add properties to the System Properties table.
    • Query join and complexity size limits -- The platform uses a relational database to store data. Retrieving data can involve multiple joins to create a single result set. While these joins are usually simple, in certain cases the system may issue very large joins to bring together large numbers (>20) of tables.
    • Web proxy -- Several properties support Web proxy configuration.
      • NTLM authentication -- NTLM is the most complex of the authentication protocols supported by a basic web server.
      • Proxy servers for SOAP clients -- Administrators can specify separate proxy settings for SOAP clients, such as the MID Server or ODBC Driver.
      • Bypass the proxy server -- Administrators can configure the instance to bypass the proxy server for specific URLs or URL patterns.
    • Admin Center -- Admin Center provides a central hub for platform owners and admins to access platform capabilities, discover new applications, and get intelligent, actionable insights.
    • Exploring Admin Center -- Admin Center gives a centralized control of the instance to the admins with easy access to the platform capabilities, applications, and configurable admin dashboards.
      • Admin Center summary -- If you are new to Admin Center, read this summary to learn what the product can do.
    • Administering Admin Home -- Take control of your daily administrative tasks with our intuitive dashboard. Quickly access and manage essential tasks and tools to boost productivity.
      • Admin Home -- Take control of your daily administrative tasks with our intuitive dashboard. Quickly access and manage essential tasks and tools to boost productivity.
    • Discovering adoption blueprints -- Adoption blueprints provide a roadmap of applications and features, along with suggested solutions to help you reach your business objectives.
      • Adoption blueprints -- Adoption blueprints display the applications and features available to you and the recommended solutions to achieve business goals.
      • Select your adoption blueprint -- Select an adoption blueprint that matches one of the strategic goals of your organizations. It also gives you a list of recommended applications that can be installed in the right combination to realize your business goal.
      • Install applications for an adoption blueprint -- Install applications from the selected adoption blueprint to work towards achieving a certain business goal of your organization.
    • Configuration Hub -- Experience the ability to zoom into an application or a group of applications and view all the relevant tables and records on a single page using the Configuration Hub. As an admin you can access all relevant details related to the selected application(s).
      • Configure the product home page -- Track delta changes, over-allocated subscriptions, customizations, and slow execution on the product home page by selecting a product family
    • Admin Center reference -- Find all the miscellaneous information about Admin Center and its applications in the reference section.
    • Administering applications -- You can install, update, and remove applications without leaving your instance.
    • ServiceNow Store -- Expand the capabilities of the ServiceNow AI Platform with hundreds of certified, ready-to-use apps, integrations, and products that are available on the ServiceNow Store.
      • Explore -- Learn about the ServiceNow Store procurement workflow and how apps, products, and integrations can help your organization enhance the ServiceNow AI Platform experience.
      • Tracking activity -- The My Store Activity page lets you view important information related to apps and products that you have purchased, trialed, or requested.
      • Listing details -- The listing details page for a ServiceNow Store application shows information about the app and its features, as well as technical information about the versions available.
      • Plugins, apps, integrations, and products -- Learn the difference between plugins, apps, integrations, and products, and understand the role each plays in the ServiceNow AI Platform.
      • Configure -- Configure your ServiceNow Store user account.
      • Set notification preferences -- You can set notification preferences for each application you have procured and each trial you have requested. By default, notifications are sent to the email address associated with your Now Support account.
      • Getting apps -- Learn more about the different procurement flows for apps from the ServiceNow Store.
      • Start a trial -- Request a 30-day trial of an app to test its functionality in a non-production instance.
      • Get a free app -- Get an app that's available at no additional cost from the ServiceNow Store when the app has custom terms and conditions or requires provider approval.
      • Buy a ServiceNow application -- Log in to the ServiceNow Store and purchase an application that lists ServiceNow as the provider.
      • Buy a partner app -- Log in to the ServiceNow Store and purchase an application that lists a non-ServiceNow provider.
      • Getting products -- Procure products from the ServiceNow Store based on the terms of your license. A product is a collection of functionalities, typically including multiple applications, that aims to fulfill a category of business need.
      • Contact a seller -- Contact the provider of an app through the ServiceNow Store to ask questions about the app and its procurement.
      • Evaluating requirements and dependencies -- Reviewing technical requirements when deciding to implement a new app, product, or integration is necessary to confirm that the software can work correctly in your environment. Verify version compatibility with your ServiceNow AI Platform instance and check dependencies to make sure that an app will be ready to install after procurement.
      • Terms and conditions -- Learn about when terms and conditions must be accepted in the ServiceNow Store. Unaccepted terms and conditions block procurement and installations.
      • Reviewing apps -- Reviewing apps, products, and integrations on the ServiceNow Store lets providers know what's working well and what future updates customers want to see.
      • Review an app -- Use your Now Support credentials to log in to the ServiceNow Store and leave a review on any app or integration you have used.
      • Submit a guest review -- Submit a guest review to leave feedback on an app or integration if you aren't logged in.
      • Getting on-premise apps -- If you have an on-premise (self-hosted) instance, you can procure apps from the ServiceNow Store. Download encrypted apps and products to install on your instance, or connect your instance to the ServiceNow Store to sync purchases with your instance directly.
      • Get an on-premise app or product -- Procure and download encrypted apps, products, and dependencies from the ServiceNow Store for use with your on-premise (self-hosted) instance.
      • Upload an app to an on-premise instance -- Upload an application's encrypted file to your on-premise instance to make it available for installation.
      • Using a regulated environment -- Certain regulated environments require an isolated instance of the ServiceNow Store to meet data security requirements. If your instance is in a regulated environment, you might need to get apps and products from a federal or regional version of the ServiceNow Store.
      • Available regulated environments -- Certain regulated environments contain an isolated instance of the ServiceNow Store to support data security requirements. Find out whether your environment has its own federal or regional instance of the ServiceNow Store.
      • Unavailable listing types -- To preserve data privacy standards, certain types of app listings can't be offered in federal or regional instances of the ServiceNow Store.
      • Access a regulated ServiceNow Store -- Log in to the isolated instance of the ServiceNow Store contained in your regulated environment.
      • Request a paid app -- Request to buy a paid app from a federal or regional ServiceNow Store instance to make that app available on your regulated instance.
      • Reference -- Reference topics provide more information about guest review form fields and types of ServiceNow Store listings.
      • Guest contact form fields -- A description of the fields on the Guest contact form in the ServiceNow Store.
      • Guest review form fields -- A description of the fields on the Guest review form in the ServiceNow Store, as well as which fields are publicly visible after the review is published.
      • ServiceNow Store glossary -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • application -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • beta apps -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • built on ServiceNow solutions -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • built with ServiceNow offerings -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • custom tables -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • generative AI -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • innovation lab -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • integration -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • MSP ready -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • plug and play -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
        • product -- Review important terms related to the ServiceNow Store to help determine which listings meet your organization's needs.
    • Application Manager -- Application Manager provides admins the ability to install, update, and manage licensed applications and plugins for their instance.
      • Explore -- Application Manager provides admins the ability to install, update, and manage licensed applications and plugins for their instance.
      • Activity log -- The Activity log displays recent and upcoming Application Manager activity for quick reference.
      • Available for you -- The Available for you tab displays all applications, products, and plugins.
      • Updates -- You can check whether updates are available for installed applications and plugins at any time.
      • Installed -- You can view all installed applications and plugins from one place in the Application Manager.
      • Application details -- The details page in the Application Manager displays key information about applications, plugins, or products that are installed or available to install.
        • Dependencies -- The details page in the Application Manager displays key information about applications, plugins, or products that are installed or available to install.
      • Configure -- Set up and configure Application Manager.
      • Deactivating ServiceNow Store auto-sync -- By default, the Application Manager in hosted ServiceNow AI Platform instances syncs automatically with available applications and updates from the ServiceNow Store. Automatic synchronization can be deactivated so you can receive updates only when you choose to.
      • Installing apps, plugins, and products -- Application Manager enables you to install any applications, plugins, or products that are included in your license or that have been procured from the ServiceNow Store.
      • Installation details -- When you install or update applications or products, the Application Manager displays installation details for you to review. Use installation details to verify version and dependency details.
      • Entitle an app -- Entitle an application from your ServiceNow AI Platform instance if the application has been purchased but not yet linked to the instance.
      • Install an app or plugin -- Install an application or plugin to make its features available on your instance.
      • Install all apps in a product -- Install all applications and plugins included in a product using Application Manager.
      • Updating apps -- Update your installed applications when new versions are available to get the latest features. You can update most applications to more recent versions directly from the Application Manager, without returning to the ServiceNow Store.
      • Update an app or plugin -- Update an application or plugin to get the latest features that are compatible with your instance version.
      • Auto-upgrade -- The auto-upgrade mechanism automatically upgrades ServiceNow-managed applications across your instances on a regular schedule without requiring manual intervention. Auto-upgrade applies exclusively to ServiceNow-managed applications; customer-customized or third-party applications aren't included in automatic upgrades.
      • Uninstalling apps -- Application Manager can be used to uninstall applications that are no longer in use on your instance.
      • Uninstall an app -- Uninstall an unused application to remove unnecessary or conflicting scripts, background jobs, and roles from your instance.
      • Repairing apps and plugins -- Repairing an application or plugin returns it to its original state without needing to uninstall and reinstall it manually. Repairing applications or plugins can help resolve issues related to accidental modifications or corrupted files.
      • Repair an app -- Repair an application procured through the ServiceNow Store or a plugin included in your instance. Repairing apps or plugins can resolve issues caused by unintentional modifications, corrupted files, or partial deletion.
      • Reference -- Reference topics provide information to help understand Application Manager status indicators.
      • Domain separation -- Domain separation is unsupported for Application Manager. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • App state indicators -- Application detail page headers display indicators with additional information about the state of that application. Indicators tell you about any specific requirements, limitations, or blockers related to installing the application.
      • Now Assist app installation blocked -- Unlicensed applications can block the installation or update of Now Assist Suites.
    • Legacy Application Manager -- The information in this section describes using the legacy or classic application manager experience. A new Application Manager experience is now available. The new experience simplifies the process of managing your licensed applications by consolidating them in one convenient location, displaying all your licensed applications, plugins, installed applications, and available updates. For more information, see Application Manager.
      • Explore -- The information in this section describes using the legacy or classic application manager experience. A new Application Manager experience is now available. The new experience simplifies the process of managing your licensed applications by consolidating them in one convenient location, displaying all your licensed applications, plugins, installed applications, and available updates. For more information, see Application Manager.
      • Available actions -- Before you can use any ServiceNow application, you must verify that you have entitlement to it, meaning that you have valid licenses to use it. Then, you can install the application and its plugins from the ServiceNow Store.
      • Use -- Use legacy application manager to request applications or manage entitlements from your ServiceNow instance.
      • Opt in to a product -- Opt in to the required product available on ServiceNow Store by navigating to the ServiceNow Products module.
      • Manage entitlements -- Manage entitlement of applications and products purchased on the ServiceNow Store from your ServiceNow instance.
        • Entitle an app -- Manage entitlement of applications from your ServiceNow instance.
        • Entitle a product -- Manage entitlement of products from your ServiceNow instance.
      • Accessing unpurchased recommended apps -- Administrators can access the list of unpurchased ServiceNow Store apps, view recommended apps, and view details of the required app without navigating to the ServiceNow Store.
      • Get a free app trial -- Request and install a free application trial of an application before procuring the application directly from your ServiceNow instance, without navigating to ServiceNow Store.
      • Request an app -- Request a free or paid application that requires approval from the vendor to purchase the application directly from the ServiceNow instance, without navigating to ServiceNow Store.
        • Get a free application -- Get a free application from your ServiceNow instance, without navigating to the ServiceNow Store.
        • Buy a paid application -- Request a quote and buy a paid application from your ServiceNow instance, without navigating to the ServiceNow Store.
      • Complete an offline purchase -- Complete the application purchase transaction from your ServiceNow instance after purchasing the application offline, without navigating to the ServiceNow Store.
      • Schedule installation -- Schedule the installation of a plugin, application, or product at the required time from your ServiceNow instance. You can simultaneously schedule multiple installations.
      • Install or update all product apps -- Install or update all applications that are part of a ServiceNow product from your ServiceNow instance at a time.
      • Install apps in a batch -- The Batch Installation feature helps you install multiple applications, plugins, or application-customizations together, instead of having to install them serially one at a time. You can access this feature either from the Continuous Integration and Continuous Delivery (CI/CD) APIs via three new endpoints, or via the CI/CD Spoke on Integration Hub using Workflow Studio subflows and actions.
      • Install an application -- Install an application that you purchased from the ServiceNow Store to make it available on your instance.
      • Update an application -- Install an update to an application that you purchased from the ServiceNow Store.
      • Select an app -- Use the application picker to select the application scope to which any new records and updates apply.
      • Repair an app -- Repair a ServiceNow application by reinstalling it.
      • Opt out of a product -- Opt out of the required product available on ServiceNow Store by navigating to the ServiceNow Products module.
      • Installation considerations -- As you are installing apps, consider the options presented here.
        • skipped records -- Some records may be skipped when you make local updates to global or scoped applications. Skipped records can occur either when you modify the metadata records in the instance to which you're deploying or when you apply an update set. Depending on the deployment model you use and the state of applicable properties, you may risk "skipped records," which are generated in the sys_upgrade_history_log. Learn what to expect on your instance when you upgrade an application using various different methods.
        • Rolling back and removing applications -- As an administrator, you can roll back and remove unwanted applications.
        • Roll back an application -- As an administrator, you can roll back the last installation of a selected application. When you roll back an application, you remove all code, table, and file updates from the initial installation.
        • Delete an application -- As an administrator, you can delete custom applications that are no longer needed. Generally, you only delete applications that have never been shared with other instances.
        • Uninstall an application -- As an administrator, you can uninstall applications that are no longer needed. Typically, you uninstall applications that have been shared with other instances and you want to remove them.
        • View app upgrade history -- View the upgrade history of an application that you purchased and installed from the ServiceNow Store.
    • Multi-instance Management -- Multi-instance Management offers tools and visibility to control how instances share information for enabled applications. This feature can be utilized for ServiceNow applications when they need to communicate data across multiple instances within a customer’s account.
    • Basic trust configuration for data sync applications -- Certain ServiceNow applications have the ability to provide data visibility across instances within a customer’s account.
    • Cross-instance application trust configuration -- Multi-instance management provides a mechanism to streamline the management of trust configurations across your entire multi-instance environment.
    • Setup Hub -- The Setup Hub provides a unified, guided experience to set up, configure, and adopt ServiceNow products. It connects Admin Home, product hubs, and the Configuration Console into a single path from product activation to full configuration.
    • Explore -- Setup Hub simplifies installing, configuring, and deploying ServiceNow products by automating setup, applying best practices, tracking progress, and packaging changes for production.
    • Administer -- Explore this section to learn more about setting up an application and Now Assist admin with Setup Hub.
      • Set up an application -- Implement the following steps to set up a specific application or plugin with Setup Hub on your instance.
      • Set up Now Assist -- Implement the following steps to set up Now Assist with Setup Hub on your instance.
      • Manage update set -- Upload a batch update set to promote validated configuration changes from a non-production instance to production in a single, controlled deployment, ensuring consistency and reducing manual errors.
    • Configure -- Understand and learn how to configure the Platform module and other product modules in Setup Hub by following the steps in each category.
      • Understand the Configuration page flow -- Implement the following steps to understand the configuration page flow to start the configuration process for either the Platform module or a specific product module on your instance.
      • Platform module configuration -- Follow through all the console items configuration to configure the Platform module.
      • Branding -- Build the theme and experiences to reflect your brand's values.
      • Localization -- Enable users worldwide to interact in their preferred language and currency through one integrated system
      • Identity management integrations -- Manage access and user profile by integrating with Identity providers and LDAP directories.
      • Inbound email -- Use the inbound email to receive and process incoming emails from external systems or users.
      • Outbound email -- Use outbound email accounts to send emails.
      • Operational data -- Configure departments, locations, users, groups, and roles to establish the foundation for your ServiceNow implementation.
      • Groups assignment -- Organize users and assign roles using groups.
      • Roles assignment -- Specify roles for individuals or groups to provide the access needed.
      • Assets -- Configure the hardware and consumables to setup the assets for your ServiceNow implementation.
      • Knowledge management -- Configure a self-service platform for users to store, share and manage content.
      • AI Search -- Configure and maintain the AI-Search engine to experience a modern search experience.
      • Security Settings -- Configure the security settings to maintain the security of your ServiceNow deployments.
      • Product modules configuration -- Explore the following information to know more about the configurations of specific product modules.
    • Reference -- The reference topics provide additional information about Setup Hub.
      • General guidelines -- Practice the following general guidelines for an enhanced Setup Hub experience.
      • AI agents in Setup Hub -- Refer to the following information about the Platform AI agents in Setup Hub.
      • Scopes and roles for console items -- Review the following information regarding the scopes and roles required for configuration for each console item in the Platform module.
      • Glossary -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • application scope -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • Automated Test Framework (ATF) -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • clone -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • configuration page -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • Install (IL) -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • Integration Hub -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • MID Server -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • Product hub -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
      • update set -- Before getting started with Setup Hub, it's important to understand some key terms used in the application.
    • Subscription Management -- Subscription Management enables you to proactively manage your subscriptions and monitor subscription usage on your instances.
    • Explore -- Learn how Subscription Management helps you track and manage your product subscriptions and their applications.
      • Product subscriptions overview -- View a summary of your product subscriptions in Subscription Management.
      • Viewing product subscription details -- View a summary of your subscription allocations, allocation totals over time, and track your custom table entitlements in Subscription Management.
      • Monitoring Workflow Data Fabric usage -- You can monitor Workflow Data Fabric capability usage and the relative token use rate of each capability with Subscription Management.
      • Viewing instance-level entitlements -- View a complete list of the product subscriptions purchased for your current instance.
      • Viewing account-level entitlements -- View an account-level summary of entitlements and consumption in Subscription Management.
      • Monitoring cloud capacity -- View an account-level summary of your cloud capacity and track usage across all the instances associated with your account in Subscription Management.
      • Monitoring Now Assist creators -- View a summary of your Creator Plus entitlements and track allocations for distinct users across all of your instances in Subscription Management.
      • Monitoring Now Assist usage -- View a summary of your Now Assist entitlements and track Now Assist usage across all of your instances in Subscription Management.
      • Addressing issues -- Stay in compliance by mapping custom tables and custom applications to subscriptions in Subscription Management.
      • Discovering insights -- Identify when subscriptions are over-allocated and view actions you can take to maximize subscription usage in Subscription Management.
    • Configure -- Set up and configure Subscription Management.
    • Managing per-user subscriptions -- Manage your per-user subscription allocations using Subscription Management.
      • Allocate subscriptions -- Give users entitlement to ServiceNow products by allocating subscriptions in Subscription Management.
      • Remove a subscribed group -- Fix an over-allocated subscription and free up entitlements by removing a group from a product subscription in Subscription Management.
      • Maintain allocations at renewal -- Ensure subscription allocations remain consistent throughout the renewal process.
    • Managing custom tables and apps -- Keep your custom table entitlements updated by mapping all of your custom applications and tables to valid subscriptions in Subscription Management.
      • Map a custom app to a subscription -- Maintain accurate entitlement for custom tables in a scoped application by mapping the application to a product subscription in Subscription Management. To stay in compliance, you must map custom tables to a product subscription.
      • Map a missing custom app to a subscription -- Map a custom application to a product subscription when that application isn't shown in the Unmapped custom applications tab of Subscription Management. To stay in compliance, you must map custom tables that belong to a custom application to a product subscription.
      • Map custom tables to a subscription -- Maintain accurate entitlement for custom tables in the global scope and stay in compliance by mapping the tables to a product subscription in Subscription Management. Mapping your custom tables keeps your custom table allotment updated and helps you avoid running out of custom table entitlements.
      • Map a missing custom table to a subscription -- Map a custom table in the global scope to a product subscription when that table isn't shown in the Unmapped global custom tables tab of Subscription Management. To stay in compliance, all custom tables must be mapped to a product subscription.
      • Maintain mappings at renewal -- Ensure custom table and application mappings remain consistent throughout the renewal process.
      • Grandfathered and exempted tables -- Grandfathered and exempted custom tables are treated differently than other custom tables on your instance. Refer to your organization’s ServiceNow contract for additional information.
    • Monitoring capacity subscriptions -- Manage and track capacity subscriptions using Subscription Management.
    • Reference -- Reference topics provide information about subscription types, meters, and domain separation support.
      • Subscription types -- Subscriptions to ServiceNow applications come in different types. The type of subscription determines the allocation of users, access to applications, and custom application and table entitlements.
      • Subscription form -- The Subscription form contains important information about your subscription.
      • User sets and groups -- Subscription Management uses groups (previously user sets) to provide entitlement to sets of users.
      • Installed components -- Several components are installed with activation of the Subscription Management plugin (com.glide.subscription_management), including user roles and tables.
      • Roles -- Subscription Management is installed with these roles.
      • Domain separation -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Subscription Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Now Support administration -- The Now Support portal is where you can access self-help, get technical support, and manage your ServiceNow instances.
    • View Now Support users -- As a Now Support admin, you can view active and inactive users and their roles.
    • Create a user in Now Support -- You can create users in Now Support and assign them access roles.
    • Manage user access in Now Support -- You can manage users in Now Support and change their access roles.
  • Configure core features -- The ServiceNow AI Platform provides for a multitude of customization options to your applications. Customize your UI, handle user and data administration, and localize your instance for time zones, currencies, and more.
    • User administration -- Manage the individuals who can access your instance by defining them as users in the system. Create user groups and assign users to them. Use roles to specify what different users and user groups can see and do.
    • Explore -- User administration controls who can access features and data on your instance by managing users, groups, and roles.
      • User record -- Learn about user records and their use within the ServiceNow AI Platform.
    • Creating users, companies, departments -- Create user records for the individuals who access your instance. Users can be assigned to groups with defined roles to determine what records and actions they can access.
      • Creating users -- Users are typically added through Lightweight Directory Access Protocol (LDAP) directory integrations. Admins can also manually add users to the instance, enable self-registration for new users, and impersonate users to ensure that they have the proper access privileges.
      • Create user -- You can add a user to your instance to enable them to log in and use designated application features.
      • User self-registration -- The User Registration Request [com.snc.user_registration] plugin provides the ability for unregistered users to request access to a ServiceNow instance. An administrator can activate the plugin.
        • Approve a user account -- The User Registration Request [com.snc.user_registration] plugin provides the ability for unregistered users to request access to a ServiceNow instance. An administrator can activate the plugin.
        • Enable automatic account approval -- The User Registration Request [com.snc.user_registration] plugin provides the ability for unregistered users to request access to a ServiceNow instance. An administrator can activate the plugin.
      • Add company -- You can add companies that represent vendors, manufacturers, or customers with whom you do business. These companies provide a way to categorize users, groups, and assets.
      • Normalization data services -- The Normalization Data Services plugin helps maintain consistency for table fields that refer to a company name.
      • Implementing data normalization -- You can implement Normalization Data Services using a guided setup.
      • Normalized company names table -- The Normalization Data Services plugin stores the normalized company names in the Normalized Company Names table.
      • Normalized Mappings table -- The Normalized Mappings table lists all the discovered names and the normalized name to which each maps.
      • Normalization properties -- On the normalization properties form, you can see and change the configurable properties for the Normalization Data Services plugin.
      • Changing normalized company names -- You can change a normalized company name several different ways. In all cases, that change affects all normalized fields referring to that company.
        • Change a normalized company name -- You can change a normalized company name several different ways. In all cases, that change affects all normalized fields referring to that company.
      • Duplicate company names in extension tables -- You can create records with duplicate company names in extension tables, such as Customer Account [customer_account] table, without causing normalization conflicts in Normalization Data Services.
        • Allow duplicate company names in extension tables -- You can create records with duplicate company names in extension tables, such as Customer Account [customer_account] table, without causing normalization conflicts in Normalization Data Services.
      • Add a department -- Departments provide another way to categorize users, groups, and assets. You can add departments and assign them to users.
    • Creating groups -- Admins can add users to one or more groups.
      • Create a user group -- Create groups and assign roles to them. Users assigned to the group inherit the roles.
      • Add a user to a group -- Add a user to a group so that the user inherits all the roles assigned to the group.
      • Configure assignment group types -- Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier.
      • Add a group type -- Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier.
      • Assign a group type -- Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier.
    • Managing roles -- Administrators can create and configure roles that grant specific permissions, which govern what users and groups with that role can do.
      • Base system roles -- Administrators can assign one or more base system user roles to grant access to base system platform features and applications.
      • Special administrative roles -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Assignment rule admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Business rule admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Client script admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Form admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Report admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • Script include admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • UI action admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • UI macro admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • UI page admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • UI policy admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
        • UI script admin -- Certain roles grant specific administrative rights without the full privileges of the admin role. For example, an administrator can grant a user the right to change UI policy but not client scripts.
      • Read-only role -- The read-only role (snc_read_only) restricts a user or a group of users to read-only access on the tables to which the user already has access.
        • Activate read-only role -- The read-only role (snc_read_only) restricts a user or a group of users to read-only access on the tables to which the user already has access.
        • Read-only role properties -- The read-only role (snc_read_only) restricts a user or a group of users to read-only access on the tables to which the user already has access.
      • App specific roles -- Applications you install on your instance may include additional roles. Follow the links in this section to see roles installed along with applications.
      • System roles -- Administrators can control access to features and capabilities on a ServiceNow instance by assigning roles to users.
      • Create a role -- Create a role to control access to features and capabilities in applications and modules. The new role doesn’t have access to any application or module until you add other roles to it, or add it to the appropriate applications and modules.
      • Grant role access -- Roles control access to features and capabilities in applications and modules. You add a role to an application or module to enable the role to grant access to the application or module for all users with the role.
      • Assign a group role -- You can assign a role to a group to grant access to applications and modules to group members.
      • Assign user role -- A user inherits roles from all groups to which they belong. You can also assign roles directly to a user. Whenever a user is assigned a new role, it only takes effect after logging in with a new session.
      • Add role to existing role -- When you add a new role to an existing role for a user, the user inherits the access that is granted by the new role.
      • Create group role -- Create a group role to control access to features and capabilities in applications for all members in a group.
      • Audit user roles -- Changes to user roles are tracked in the Audit Roles [sys_audit_role] table.
      • Delegating roles -- Administrators can grant users the ability to assign roles within groups. However, these users can only assign roles that they already have.
      • Designate role delegators -- Designate role delegators to assign roles to users who are in a particular group.
      • Assign roles -- If you're a role delegator, you can delegate roles that are assigned to you for groups that you manage.
      • Prevent role delegation -- You can prevent roles from being delegated to users.
      • Time-limited role -- Time-limited roles give users the defined role during the defined time period.
      • Grant a time-limited role -- Learn how to assign a role to a user temporarily. Use this feature if you have a user who needs to perform a one-time action that is normally outside their roles.
    • Monitoring user activity -- Learn about the tools available to administrators for monitoring users on their instance.
      • Impersonating users -- Administrators are able to impersonate other authenticated users, a feature primarily used for testing.
      • Manage impersonation feature visibility -- Before users can impersonate another user, an administrator must make the feature visible.
      • Impersonate a user -- You can select a user or enter a different user name to perform an impersonation.
      • Impersonation logs -- Impersonations are logged in the system log.
      • User impersonation auditing -- User impersonation auditing creates a structured, dedicated audit trail for every impersonation session.
      • Managing user sessions -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Configure max time for user sessions -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Modify user session timeout -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Prompting session extension -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Lock out a user -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Mark a user inactive -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Terminate user session -- The ServiceNow AI Platform provides the ability to view and terminate individual user sessions, lock out users from the system, and make users inactive.
      • Non-interactive sessions -- The Non-Interactive Sessions plugin creates a distinction between interactive and non-interactive users.
      • Create non-interactive user for web services -- The Non-Interactive Sessions plugin creates a distinction between interactive and non-interactive users.
      • Make a non-interactive user record interactive -- The Non-Interactive Sessions plugin creates a distinction between interactive and non-interactive users.
      • Update web service user accounts -- The Non-Interactive Sessions plugin creates a distinction between interactive and non-interactive users.
      • Require authentication -- The Non-Interactive Sessions plugin creates a distinction between interactive and non-interactive users.
    • Tables and data -- ServiceNow provides options for managing your data on the ServiceNow AI Platform.
    • Table admin -- A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table.
      • Exploring tables -- Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB. Tables can extend other tables, creating parent tables and child tables.
      • Custom tables -- Custom tables enable you to expand the functionality of the ServiceNow AI Platform and create custom applications.
      • Data dictionary tables -- Access details related to tables, columns, and field labels in your instance.
      • System dictionary -- View a list of all tables in columns in your instance from the system dictionary.
      • Table relationships -- You can create relationships between tables by extending tables, referencing records in another table, creating many-to-many relationships, and joining tables in a database view.
      • Table extension and classes -- Enable one or more child tables to share fields and records with a parent table. Administrators and application developers can only extend tables during table creation.
      • Storage aliases -- Learn about the role storage aliases play in data manipulation and field creation in the ServiceNow AI Platform.
      • Managing tables and indexes -- Administrators can modify the database structure using table administration tools.
      • Create a table -- Administrators and application developers can create custom tables to store application data. After you create a table, you can also modify field types and field labels.
        • Global default fields -- When you create a new custom table, several fields appear in the Table Columns embedded list. For all tables, required system fields are added automatically. You cannot delete or modify these fields.
      • Deleting custom tables -- Administrators can delete custom tables that are no longer needed. For example, delete a table from an application that is under development because the business requirements change.
        • Delete a custom table -- If you no longer need a custom table, you can delete it after you delete all the records in the table.
        • Delete records from table -- You may decide to delete all the records on a table without deleting the table itself. For example, the administrator may want to delete all incidents on a test instance without deleting the incident table itself.
      • Modify dictionary entries -- Modify dictionary entries by configuring a field on a form or from the Dictionary module.
        • Dictionary entry form -- The Dictionary Entry form was redesigned to provide an Advanced view and additional fields. You might need to configure the form to see all fields.
      • Read-only options -- Control the ability to edit read-only fields by configuring read-only options.
        • Test read-only options -- Test read-only behavior on a non-production instance before updating Read only option field values on your production instance.
        • Make a field read only -- Control whether a field is read only and whether it can be changed by a client script and server-side APIs.
      • Dictionary attributes -- Dictionary attributes alter the behavior of the table or field that the dictionary record describes. Administrators can add or modify dictionary attributes.
        • Modify the Glide durations format -- To convert fields that are displayed in milliseconds (such as 'Resolution Time' on the Incident table) to a duration format (Months/Days/Hours/Seconds), populate the attribute field on the dictionary with: format=glide_duration.
      • Dictionary overrides -- Dictionary overrides provide the ability to define a field on an extended table differently from the field on the parent table.
        • Define dictionary override -- Use a dictionary override to allow a field in a child table to have a different value or behavior than the same field in a parent table. For example, a dictionary override changes the default value of the priority field from 4 in the parent table to 5 in the Incident table.
      • Table flattening -- Table flattening stores a hierarchy of related tables as one table in a relational database.
      • View table refs and extensions -- View table relationships in a visual manner using the schema map.
        • Generate a schema map -- Generate a schema map to view different parts of the database schema.
        • Analyzing table relationships -- The schema map shows the selected table in yellow, typically centered, and all tables related to that table, typically shown at the sides.
      • Create a table index -- Build indexes to access the data held in your tables more easily.
      • Drop custom index -- Remove a custom index by dropping it from a table.
      • Create many-to-many table relationship -- Create a bi-directional relationship between two tables, so that the related records are visible from both tables in a related list.
      • Working with Task table -- The Tasks [task] table is one of the core tables provided with the base system.
      • Task table structure -- The Task table structure provides a framework to organize and store task-related data, and includes extensive customization options.
        • Important fields -- The Task table is a base class that provides fields for the core ITSM applications such as Incident, Problem, and Change Management. All applications that extend the Task table share these fields in common.
        • Journal fields -- Journal fields work together to create a log of changes and comments as tasks are worked on.
        • Reminder table -- The Reminder [reminder] table provides a way to auto-generate reminders for a task.
      • Assignment rules -- The instance can automatically assign a task to a user or group based on pre-defined conditions by using data lookup rules and assignment rules.
        • Assignment rules module -- The Assignment rules module allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs.
        • Data lookup rules -- Data lookup rules offer a generic way to change any field value, not just assignment fields.
        • Rule precedence -- Scripts, assignment rules, business rules, workflows, escalations, and engines all take effect in relation to a database operation, such as insert or update. In many cases, the order of these events is important.
        • Workflow assignments -- An alternative to creating data lookup or assignment rules is to create one or more workflow tasks that assign a task record as part of a workflow.
        • Baseline assignment rules example -- A baseline instance contains certain assignment rules.
        • Create an assignment rule -- Automatically assign a record according to one or more conditions in an assignment rule. Assignment rules are designed to run at the time you open a record.
        • Create assignment data lookup rule -- Automatically assign a record using Data Lookup and Record Matching.
      • Planned tasks -- The Planned Task plugin provides a Planned Task [planned_task] table that extends the Task [task] table.
        • Create planned task -- Planned Tasks are created on planned task child tables.
        • Create baseline -- A Planned Task Baseline is a record of the start and end times of the planned task at a particular moment in time.
        • Measure time and effort -- The Planned Task [planned_task] table provides standard fields for tracking duration and effort.
        • Important fields -- The Planned Task table has these fields.
        • Planned task scripts -- Several business rules and one script include determines the dynamic calculation of crucial Planned Task fields.
        • Planned task hierarchy -- The Task Hierarchy tool available for Planned Task displays the relationship between parent and child planned tasks.
        • Configure rollup -- You can configure the planned task fields to roll up the field values in the parent entity.
      • Many-to-many task relations -- By default, tasks can be related to each other using a parent/child relationship, such as a Problem with a group of child Incidents or a Catalog Request with a group of child Catalog Tasks.
        • Request the plugin -- The Many to Many Task Relations plugin (com.snc.task_relations) is included with several plugins. You can request activation of the plugin by itself.
        • Plugin manifest -- When the plugin is activated, the Task Relationships application is available with certain modules.
        • Define relationship type -- Create type codes that define the relationship between parent and child tasks.
        • Define allowed relationships -- Define the Task Relationships Allowed from the Task Relationship Type record.
        • Modify displayed field -- The list view of the Reference Lookup defines the fields displayed in the Task Relations field and editing interface.
        • Mark as Solution button -- The Mark as Solution button is added to the KB popup view and displayed when you search the knowledge base from a task record.
        • Task relationships with UI actions -- After defining task relationships, you can use UI Actions to define the task relationship when a new task is being created from an old task.
      • Time Card management -- The Time Card Management feature enables time card users such as task assignees to report and track their time for the assigned tasks.
        • Activate the plugin -- Administrators can activate the Time Card Management plugin (com.snc.time_card). The plugin also activates the Performance Analytics - Content Pack - Project Portfolio Suite Dashboards plugin (com.snc.pa.time_card). However, you need a Performance Analytics license to use the dashboards.
        • Time sheet policies -- Time sheet policies contain the policies to which a time sheet, or a time card must adhere.
        • Create a policy -- As a time card administrator, you can create a time sheet policy to define the requirements for time card users to record their time worked. The time card approvers must review and process time sheets under the applicable time sheet policy.
        • Set a default policy -- As a time card administrator, you can set a time sheet policy as the default policy. The default policy is a global time sheet policy which applies to all the users who are not assigned to any other time sheet policy.
        • Assign a policy -- As a time card administrator, you can assign a time sheet policy to a user.
        • Create rate type -- You can create rate types using the Rate Types feature.
        • Time Sheet Portal -- Time Sheet Portal categorizes and displays all your assigned tasks in a single view for a given week. The portal enables you to record time spent on tasks on a day-to-day basis and submit the time sheet in a single action.
        • Create time cards and log time -- After you create time cards in Time Sheet Portal, log time in the time cards.
        • Submit a time sheet -- Once you update the time sheet with time worked for a given week, submit it for approval.
        • Log time for resources -- As a user manager, you can log time and submit the time sheet of your resources.
        • Time Sheets -- A time sheet groups all the time cards for a user for the given week.
        • Create time sheet -- As a time card user, you can create a time sheet to group all your time cards for the given week and submit them in a single step.
        • Submit time sheet -- Once the time sheet is updated with time worked, you can submit the time sheet for the week to submit all the time cards for the week together.
        • Approve or reject time sheet -- View, approve, or reject time sheet or time cards for your user, for the given week, in a single step.
        • Time cards -- Time cards are used to record the time worked on a task by a task assignee.
        • Create time card -- You can create time cards to log time against the work you have done.
          • Copy time cards from previous time sheet -- Another option for creating time cards is to copy them from an existing timesheet, which copies all the time cards (for project as well as non-project tasks) from a selected time sheet.
          • Auto-generate time cards -- As an admin, you can configure a scheduled job to generate time cards automatically for project tasks assigned to time card users.
        • Submit time card -- As a time card user, once a time card for the week is updated with the time worked, you can submit the time card individually.
        • Approve or reject time card -- As a time card approver, you can view and approve or reject a submitted time card.
        • Record time worked -- The time card retrieves time accrued on a project or spent working on any record in the Task table from the Time worked field.
        • Manage costs -- When the cost management feature is enabled, time cards can be used to manage the cost of labor in the Cost Management application.
        • Domain separation -- Domain separation is supported in Time Card. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Work with database views -- A database view defines table joins for reporting purposes.
      • Joining tables -- Join tables into a single view and then create a report based on that view.
        • Create database view -- Create the database view.
        • Add a table -- Specify the table to join to the database view.
        • Adding a left join -- This example shows the proper settings when using left-joins to add tables to a database view.
        • Specify field to return -- Restrict or specify a field that you want returned by the joined table.
        • Relabel column -- Sometimes, two different tables may have fields of the same name that are both important (such as two tables with a sys_updated_on field). For clarity, relabel one of the fields.
        • Configuring the return count -- Specify the number of records to return for a database view when the view is used in a script.
        • Test database view -- Verify that the database view works correctly.
      • Displaying function results -- Enhance the display of a database view by adding a function field to the output to display function results.
        • Add a function field -- Create a function field that displays the results of a database function, such as a mathematical operation, field length computation, or day of the week calculation.
        • Display function results in database view -- Add a function field to the output of a database view to see function results.
      • Use disjunctions in complex queries -- ServiceNow performs conjunction (AND) statements before disjunction (OR) statements in a query.
      • Database views in base system -- Certain views are included in the base system with the Database Views and Database Views for Service Management plugins.
      • Building hierarchical queries -- Simplify and build more efficient queries by leveraging hierarchical relationships in the condition builder.
      • Create a record hierarchy -- Build a record hierarchy between records in the same table.
    • Data Management -- Manage your instance data by configuring data management policies to archive and delete data from the tables in your primary database.
    • Exporting data -- Export data from the ServiceNow AI Platform in a variety of formats.
    • Roll back and delete recovery -- With rollback contexts, you can roll back certain actions such as a patch upgrade, plugin activation, and background script executions, and you can recover record deletions and all related changes.
    • Instance Clone -- Clone copies data and metadata from one ServiceNow instance (source instance) to another ServiceNow instance (target instance).
    • Explore -- Explore how to use a clone to copy everything in a database from one instance to another.
    • Configure -- Register your instance for cloning and create a custom clone profile.
    • Request a clone -- Request a clone to copy data from a production instance to a non-production instance or to copy data between non-production instances.
    • Manage -- You can use Instance Clone to request, cancel, schedule, or modify clones.
    • Reference -- Reference topics provide information about clone options, clone states, and terminology.
    • Forms, fields, and lists -- Data collection is easy with the ServiceNow AI Platform. Customize your forms with personalization, templates, tailored UI, file attachments, and more.
    • Form administration -- Administrators can change the layout of forms and related lists. Administrators can also configure several settings that control form functionality.
      • Configure -- Form configuration involves changing the form layout and the related list layout. The form layout changes what appears on the form and the related list layout changes which related lists appear at the bottom of the form.
      • Form designer -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
        • Show or hide fields -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
        • Add a form annotation -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
        • Add a section -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
        • Add a formatter -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
        • Add a field -- Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.
      • Form layout -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Show or hide fields -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Add a related list -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Add a form annotation -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Toggle annotations -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Create a form section -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Move form splits -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Display tabbed forms -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Embed a list within a form -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Configure customer updates indicator -- Administrators or users with the personalize_form role can configure the form and related list layout.
        • Add a chart -- Administrators or users with the personalize_form role can configure the form and related list layout.
      • Administer -- Administrators can configure several settings that control form functionality.
      • Form personalization -- Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.
        • Activate form personalization -- Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.
        • Change role requirements -- Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.
        • Manage personalized forms -- Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.
        • Disable form personalization -- Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.
      • Form annotations -- Form annotations are additional pieces of information on a form, such as a line or paragraph of text. Use form annotations to provide on-screen instructions to your users.
        • Support multiple languages -- Form annotations are additional pieces of information on a form, such as a line or paragraph of text. Use form annotations to provide on-screen instructions to your users.
        • Administer annotation types -- Form annotations are additional pieces of information on a form, such as a line or paragraph of text. Use form annotations to provide on-screen instructions to your users.
      • Attachments -- Administrators can configure system properties for how files are uploaded and attached to records. Uploading, viewing, and deleting file attachments triggers a single event that can be used for notifications or in scripts.
        • System properties -- You can disable the drag-and-drop feature. (Users can still upload attachments by browsing to the file.) You can also limit the attachment file size, restrict who can upload attachments, and restrict what file extensions can be uploaded.
        • Limit attachment file size -- You can disable the drag-and-drop feature. (Users can still upload attachments by browsing to the file.) You can also limit the attachment file size, restrict who can upload attachments, and restrict what file extensions can be uploaded.
        • Require a role to attach files -- You can disable the drag-and-drop feature. (Users can still upload attachments by browsing to the file.) You can also limit the attachment file size, restrict who can upload attachments, and restrict what file extensions can be uploaded.
        • Restrict attachment file extensions -- You can disable the drag-and-drop feature. (Users can still upload attachments by browsing to the file.) You can also limit the attachment file size, restrict who can upload attachments, and restrict what file extensions can be uploaded.
        • Disable attachments on a table -- You can prevent users from adding attachments to records on a specific table.
        • Index attachments on a table -- You can enable attachment indexing for a table so text searches can return matches from the record and its file attachments.
        • Hide the attachment [view] link -- Users can open an attachment by clicking either the file name or the [view] link. The [view] link opens the file from within the browser, which executes JavaScript code as part of the attachment. You can hide the [view] link. Users can still view attachments by clicking the file name.
        • Configure attachment icons -- Configure the icon that appears beside an attachment of a particular file type.
      • Formatters -- A formatter is a form element used to display information that is not a field in the record. Add formatters to a form by configuring the form.
        • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
        • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
        • Activity formatter -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Create an activity formatter -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Add the activity formatter to a form -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Enable the Live Feed-Activity toggle -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Customize activities -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Configure roles for viewing emails -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Configure max activity size -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Enable the email reply button -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Configure colors -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
        • Process flow formatter -- The process flow formatter provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
        • Activate the process flow formatter -- The process flow formatter provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
        • Create a process flow formatter -- The process flow formatter provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
        • Parent breadcrumbs formatter -- The parent breadcrumbs formatter on the Task table provides breadcrumbs that show the parent or parents of the current task. This formatter can be used also on any table that extends Task.
        • Customize parent breadcrumbs -- The parent breadcrumbs formatter on the Task table provides breadcrumbs that show the parent or parents of the current task. This formatter can be used also on any table that extends Task.
        • Use the parent breadcrumbs formatter on non-Task tables -- The parent breadcrumbs formatter on the Task table provides breadcrumbs that show the parent or parents of the current task. This formatter can be used also on any table that extends Task.
        • Approval summarizer formatter -- The approval summarizer formatter creates the summary at the bottom of an approval form.
        • Override a formatter with macros -- The system uses formatters to handle complex rendering of specific form elements.
        • Limit the number of activity stream entries -- You can set a system property to limit the number of entries allowed in an activity stream.
      • Form templates -- Templates simplify the process of submitting new records by populating fields automatically.
      • UI actions -- UI actions include the buttons, links, and context menu items on forms and lists. Configure UI actions to make the UI more interactive, customized, and specific to user activities.
      • UI policies -- UI policies dynamically change the behavior of information on a form and control custom process flows for tasks.
        • Create a UI policy -- UI policies dynamically change the behavior of information on a form and control custom process flows for tasks.
        • Example: creating a UI policy -- UI policies dynamically change the behavior of information on a form and control custom process flows for tasks.
        • Client scripts for UI policies -- UI policies dynamically change the behavior of information on a form and control custom process flows for tasks.
      • Advanced form configuration -- Administrators can configure advanced form features, such as form focus, form splits, and derived fields.
    • Field administration -- The individual pieces of data in a record are called fields. You enter data in fields on the form or by using the list editor. Administrators can create new or modify existing fields.
    • List administration -- Administrators control the data presented to end users in a list, the controls that appear, and the behavior of the controls.
      • Configure -- Users with the appropriate roles can configure various aspects of lists. Configuration changes apply to all users.
      • Configure the list layout -- You can configure a list to choose which columns appear in a list, create list views, and create fields on the table.
      • Configure list calculations -- You can configure list calculations for columns, which calculate column totals, minimums, maximums, and averages.
      • Omit record count -- Speed up how fast lists load by removing the calculation of the total number of records in a list.
      • Configure list controls -- You can configure list controls, such as buttons and filters.
      • Advanced list control with scripts -- You can write scripts to specify which list elements, such as links, filters, and buttons, are present.
        • Configure a list UI action -- You can write scripts to specify which list elements, such as links, filters, and buttons, are present.
      • Show/hide filter controls -- The Show/hide filter used in the list configuration, lists the fields to configure in the filter conditions.
      • Administer -- Administrators can control the sort sequence, allow personal lists, restrict filters and breadcrumbs, allow context ranking and more.
      • Sort sequence -- All lists have a default sort sequence based on the type of fields present in the list.
        • Sort order control -- All lists have a default sort sequence based on the type of fields present in the list.
      • List editor -- The list editor allows users to edit field values directly from a list without navigating to a form.
        • Configure properties -- Configure list editor properties that control whether lists can be edited and, in List v2, which field types cannot be edited.
        • Configure list control settings -- You can configure the list control settings that affect the list editor.
        • Configuring contextual security -- The list editor enforces existing access control rules (ACLs) and additional security controls to restrict editing from a list.
        • Example - Restrict a table -- This access control prevents everyone from editing all fields in the Incident table in a list.
        • Example - Restrict a field -- This access control prevents everyone except an administrator from editing the Short Description field of an incident record in a list.
        • Example - Restrict a field with a script -- This access control prevents everyone from editing an incident with a category of Software in a list. It is defined by a script.
        • Example - Restrict a field with a condition -- This access control prevents everyone from editing a Critical Incident in a list. It is defined by a condition.
        • User preferences -- Users can set user preferences for list editing by personalizing a list (available when the list mechanic is activated).
      • Personal lists -- Users can customize the layout for any list view by personalizing a list. Administrators can configure options related to list personalization.
      • Detail rows -- Detail rows provide additional information about records in a list.
      • Restrict filters and breadcrumbs with fixed queries -- The record list view allows users to navigate to different subsets of a table using breadcrumbs and filters. You can limit access to parts of the table by restricting active links in breadcrumbs or by suppressing breadcrumbs and filters for specific roles.
      • Enable a hierarchical list -- You can enable hierarchical lists to make data from related lists directly accessible from within a list.
        • Use list controls in hierarchical lists -- By default, no related list tabs are visible in a hierarchical list and only a single related list is displayed at a time. The column headers are hidden by default.
      • Context ranking -- Context ranking allows a user to sort a collection of records preferentially; that is, independently of the attributes of those records.
        • Activate context ranking -- If you have the admin role, you can activate the Context Ranking plugin (com.glide.sorting). This plugin activates related plugins if they are not already active.
        • Create a ranking definition -- Enable context ranking for a related list by creating a ranking definition.
        • Rank a list -- After you create a ranking definition for a table, related lists based on that table and context include options for ranking the list and displaying the list by rank.
        • Apply a new sort order -- You can apply a new sort order to the records in a list.
        • Scrum ranking definitions -- Ranking definitions for user stories are part of the SDLC (scrum process) application.
        • Rank stories in a related list -- The Context Ranking feature enables all scrum users to manually sort a related list of stories by priority.
      • List context menus -- You can customize the content and behavior of list context menus.
    • Search administration -- The ServiceNow AI Platform includes multiple search engines and interfaces to help users easily and quickly find the information they need.
    • Machine learning solutions for Search administration -- Machine learning in Search administration helps to enhance business scalability and improve business operations for organizations.
      • Predictive Intelligence for Contextual Search -- The Predictive Intelligence for Contextual Search capability uses machine-learning algorithms to search for Similar Incidents, Similar Knowledge Articles, Similar Open Incidents, and Similar Resolved Incidents.
    • Features of Search administration -- Enable and configure Search administration features.
    • Search Suggestions -- The Search Suggestions application uses saved user search data to create auto-complete suggestions for AI Search applications and search suggestions for Zing. These suggestions appear as you enter terms into an application's search field. You can refine your search or jump to a relevant search result by selecting an applicable suggestion.
      • Exploring Search Suggestions -- Learn how Search Suggestions displays suggestions to users in AI Search applications and the Zing text indexing and search engine. Review the rules that dictate which suggestions are offered in each search application and context.
      • Configuring Search Suggestions -- You can configure Search Suggestions settings to control the creation of auto-complete suggestions and search suggestions on your instance.
      • Schedule the Build Search Suggestions script -- Specify when to run the script that builds auto-complete suggestions and search suggestions from user search strings.
      • Schedule suggestion pruning -- Search Suggestions limits the number of auto-complete suggestions and search suggestions stored in the Search Suggestion [sys_search_suggestion] table to 500,000. A periodic pruning job removes the least relevant suggestions and increases the overall relevancy of suggestions.
      • Set maximum age for searches used in suggestion generation -- Set the Auto Flush parameter to limit the age of search strings used to create auto-complete suggestions and search suggestions.
      • Prevent the creation of suggestions in special cases -- Disable generation of suggestions from specific search strings to keep unhelpful terms from appearing in suggestions or to prevent disclosure of personal or secure information.
      • Using Search Suggestions -- Search applications display auto-complete suggestions and search suggestions as you type in their search fields. Administrators can analyze data from Search Suggestions tables to learn how users interact with search. Guest users can view suggestions created from self-registered external user searches.
      • Analyze search relevancy -- Analyze data from the Search Suggestions tables to understand how your users interact with search.
      • Use the GraphQL REST API to view suggestions created from external user searches -- Submit a request to the GraphQL REST API endpoint to retrieve search suggestions created from searches by self-registered external users. This endpoint allows access by non-authenticated guest users.
      • Search Suggestions reference -- Reference topics provide additional information about components and domain separation behavior for Search Suggestions.
      • Installed with Search Suggestions -- Several types of components are installed with activation of the Search Suggestions plugin, including tables, user roles, and scheduled jobs.
        • Search Suggestions tables -- Search Suggestions uses tables to generate and track relevant search suggestions. You can review data from these tables to gain insight into search suggestions offered in your system.
      • Domain separation and Search Suggestions -- Domain separation is unsupported in the Search Suggestions application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    • Search signals -- Search stores signal data from user searches. The aggregated signal data helps improve search result relevancy in your system.
      • Search signal tables -- Search uses tables to store details from user searches, search refinements, and interactions with search results. These details are called search signals. Data from the search signal tables helps improve the relevancy of search results in your system.
    • Zing text indexing and search engine -- Index and search record data by table.
    • AI Search -- The ServiceNow AI Search application provides a consumer-grade search engine for ServiceNow Service Portal, ServiceNow Now Mobile, and ServiceNow Virtual Agent. Intelligent query features help you quickly find the answers you need.
      • Explore -- Learn about AI Search features that enable you to provide consumer-grade search experiences for your users.
      • AI Search architecture -- The AI Search index stores data from ServiceNow AI Platform records or external sources and makes that data available for users to search in multiple applications. Search query features use ServiceNow AI Platform technologies to improve the search user experience.
      • AI Search configuration -- Search administrators configure AI Search indexing and search settings in indexed sources, search sources, search profiles, and search application configurations.
      • Index searchable content from ServiceNow AI Platform tables and external sources -- Make alphanumeric content from text and string fields on your records searchable by configuring an indexed source. Each indexed source retrieves data from a table and adds it to the AI Search index.
      • Control access to searchable content using search sources -- A search source defines a subset of indexed content that users can search using a search profile. Create search sources by applying filter conditions to content from indexed sources.
      • Define search experience settings in search profiles -- Search profiles define search sources and settings for linguistic search query features. Each search profile represents an individual search experience that you want to offer users in a supported ServiceNow AI Platform application.
      • Enable AI Search in supported ServiceNow AI Platform applications -- Provide multiple search entry points across your organization by enabling AI Search as the search engine for search applications. The base system enables AI Search as the search engine for global and workspace search, Customer Service Management, Now Mobile, Service Portal, and Virtual Agent .
      • Provide users with powerful and flexible search -- AI Search includes search features that help users find the answers they need.
      • Generate multi-content synthesized responses -- Multi-content source synthesis lets AI Search gather and combine information from any indexed source in your system to provide comprehensive AI-generated responses to your questions.
      • Enable search result refinement filters -- AI Search enables users to refine searches by filtering their results. Use source facet buckets to filter results by source, or select facets to apply filters dynamically generated from the result set.
      • Display relevant and actionable search results -- AI Search provides users with clear answers for their search queries.
      • Content security in AI Search -- When indexing records, AI Search preserves their ServiceNow AI Platform security features. At query time, AI Search filters search query results and displays only records that the user can access.
      • Internationalization support -- AI Search supports indexing and search for all languages offered by the ServiceNow AI Platform. Search administrators can configure AI Search search features for languages activated in your instance.
      • Use AI Search for global search and configurable workspace search in Next Experience -- AI Search is the default search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.
      • Deflect incidents in Service Portal with the AI Search Assist widget -- Improve incident deflection for Service Portal users by displaying the most relevant search results within a record producer.
      • Search disparities in AI Search and Now Assist -- The ServiceNow AI Platform offers a variety of search tools, which may return different answers for the same or similar searches. This disparity in results is expected. It occurs because each tool uses a different approach and architecture to find results and generate answers that match your search.
      • Configuring AI Search -- Plan and configure your AI Search implementation.
      • Assign AI Search roles -- Grant users the ais_admin, ais_external_content, ais_high_security_admin, and search_application_admin roles so they can configure and manage settings and content for AI Search and search applications.
      • Activate the Platform Multimodal Service -- Enable automatic generation of searchable descriptive captions for images, tables, charts, and other visual elements found in indexed attachments.
      • Indexed sources -- Indexed sources designate ServiceNow AI Platform tables and external document sets with alphanumeric text and string field content that you want to make searchable. AI Search ingests text and string fields from table records or external documents and stores their searchable alphanumeric content in its search index.
      • Search sources -- Define search sources to make your searchable content available in search experiences. Choose an indexed source and configure optional filter conditions to limit the content that users can search.
      • Search profiles -- Search profiles contain settings for a search experience, including synonyms, stop words, typo handling, Genius Results, and result improvement rules. Define a search profile for each unique search experience that you want to offer in a ServiceNow AI Platform application. Publish search profiles to make them available in your search applications.
      • Search application configurations -- A search application configuration specifies the search engine and settings to use for search in a ServiceNow AI Platform application. When you choose AI Search as an application's search engine, you can select a search profile for the application and configure its search result display and refinement settings.
        • Create a search application configuration -- Create a search application configuration to specify AI Search as the search engine for a ServiceNow AI Platform application. Select a search profile for the application to use. Configure the application's settings for refinement and display of search results.
        • Grouping attachment search results with their parent results -- Search application administrators can control whether attachment search results appear grouped with their parent search results or whether they display on their own. By default, AI Search displays attachments grouped with their parent search results.
        • Group attachment search results with their parent results -- Configure your AI Search applications to display attachment search results grouped with the results for their parent records.
        • Create a facet in a search application -- Define facets to refine your searches using categories dynamically generated from the current search results.
        • Show search result counts for facets -- Display search result counts for facets on the results page for AI Search applications that use Seismic components. Search result counts for facets show the number of matching search results for each source facet bucket.
        • Clear facet filters when selecting a new source facet bucket -- Specify whether AI Search applications should preserve existing facet filters when you select a new source facet bucket.
        • Configure source facet buckets -- Define settings for source facet buckets in a search application configuration. Users of the application can select source facet buckets to refine their search query results by search source.
        • Auto-complete suggestions -- Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results.
        • List of auto-complete suggestion types -- Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results.
        • Configure an auto-complete suggestion type in a search application -- Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results.
        • Remove an auto-complete suggestion type from a search application -- Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results.
        • Relink an auto-complete suggestion type to a search application -- Automatically display intelligent suggestions in your search application's input field, helping users formulate their searches or jump directly to relevant results. Suggestions can include relevant search results, popular queries, recent queries from the user's personal history, and popular search results.
        • Using search scripted post-processors in search applications -- Use scripted post-processors to modify search result records for display in a search application.
        • Create a search scripted post-processor -- Use scripted post-processors to modify search result records for display in a search application.
        • Link a search scripted post-processor to a search application -- Use scripted post-processors to modify search result records for display in a search application.
        • Search result sort options in search applications -- A search result sort option enables users to display search results in an order determined by their field values. Applying a search result sort option overrides the default AI Search relevancy-based result order. You can define custom search result sort options for your AI Search applications.
        • Create a search result sort option in a search application -- A search result sort option enables users to display search results in an order determined by their field values. Applying a search result sort option overrides the default AI Search relevancy-based result order. You can define custom search result sort options for your AI Search applications.
        • Remove a search result sort option from a search application -- A search result sort option enables users to display search results in an order determined by their field values. Applying a search result sort option overrides the default AI Search relevancy-based result order. You can define custom search result sort options for your AI Search applications.
      • Activate fuzzy numeric search -- Activate fuzzy numeric search to let users find indexed records by their Number field values without needing to enter alphabetic prefixes or leading zeroes.
      • Configure EVAM display settings for search results -- Customize display settings for Search Result EVAM (Entity View Action Mapping) cards in portal and non-portal AI Search applications.
        • List of Search Result EVAM card properties -- You can customize the appearance of standard search results in your AI Search application by changing these properties in the application's Search Result EVAM (Entity View Action Mapping) cards.
      • Enabling and configuring AI Search in ServiceNow AI Platform applications -- Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications.
      • Create a custom search matcher for global search -- Customize the global search experience to return exact match search results from a specified table and column (field). You can configure custom search matchers for search terms with prefixes followed by numbers, such as INT470271, or for numeric search terms with delimiter characters, such as 525-326-3827 or 2016/01/08.
      • Domain separation and AI Search -- Domain separation is unsupported for the AI Search application tables, but user search queries respect domain restrictions from indexed ServiceNow AI Platform table records. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Indexing and searching external content -- With a subscription for the External Content for AI Search plugin, you can enable AI Search users to search content and metadata from documents in external repositories and remote tables.
        • Request the External Content for AI Search plugin -- Request activation of the External Content for AI Search plugin (com.glide.ais.external_content) to enable indexing of searchable content and metadata from records in external data sources.
        • Create an external content schema table -- Define a schema table with columns corresponding to fields on records from an external data source. AI Search uses the schema when indexing content from the external data source.
        • External content security -- AI Search preserves user and group security access permissions specified for documents indexed from external sources. You can control access to external content search results by mapping these externally defined users and groups to ServiceNow AI Platform users.
        • Defining access permissions for external documents -- You can specify access permissions for externally defined users and groups when ingesting external documents. AI Search preserves these permissions during indexing so that user content security filters can operate on them at search time.
        • Mapping external users and groups to ServiceNow AI Platform users -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
          • External user mapping security principal types -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
          • Create a user mapping table -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
          • Link a user mapping table to an external content indexed source -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
          • Importing user mappings -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
          • View history records for user mapping import operations -- AI Search external user mappings enable you to configure externally defined user and group aliases for ServiceNow AI Platform users. AI Search uses these aliased security principals to apply content security filters that control user access to search results indexed from external documents.
        • Components installed with External Content for AI Search -- When you activate the External Content for AI Search plugin (com.glide.ais.external_content), the system creates a new virtual table.
      • Integrate -- AI Search integrates with other ServiceNow AI Platform applications. Populate your UI Builder pages with search components and customize display of search results and Genius Results with EVAM definitions. Improve incident deflection in Service Portal by configuring AI Search Assist for record producers.
      • AI Search record producer for Service Portal -- AI Search Assist is a Service Portal widget that uses AI Search to improve incident deflection by displaying the most relevant set of related Catalog Item and knowledge article search results within a record producer. You can use AI Search Assist instead of Contextual Search.
        • Configure AI Search Assist for a record producer -- Configure AI Search Assist settings for a record producer to help users view related Catalog Item and knowledge article search results.
        • AI Search Assist roles -- AI Search Assist includes the following roles.
        • AI Search Assist administrator [aisa_admin] -- AI Search Assist includes the following roles.
        • AI Search Assist properties -- The AI Search Assist properties determine when searching begins based on characters entered and the time that has elapsed. These properties reduce the impact of searches for systems with many Catalog Items or Knowledge articles.
        • Domain separation and AI Search Assist -- Domain separation is supported for AI Search Assist. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Search -- See how AI Search displays search results, refinement filter options, and Genius Result answers. Learn how to search using the AI Search query language. Understand when and how AI Search automatically resubmits queries.
      • Search query language -- Learn how to construct search queries using terms, phrases, and AI Search query operators.
      • Viewing search results -- Learn about the components that AI Search uses to display results for search queries.
      • Change search result sort order -- Choose the order in which AI Search displays results for your search. By default, the most relevant search results appear first. You can override this behavior and view search results ordered by their field values.
      • Automatic search query resubmission -- When a search query returns too few results, AI Search automatically modifies and resubmits it with the goal of returning at least the desired number of results.
      • Fuzzy numeric search -- Fuzzy numeric search lets you find indexed records by their Number field values without needing to enter alphabetic prefixes or leading zeroes.
      • Provide Genius Results feedback -- Users can submit feedback for each Genius Result answer card, specifying whether it was helpful for their search or not. For cards from default Genius Result configurations, users can also select the reason they found an answer unhelpful. AI Search records feedback responses as search signals that you can use to assess the relevancy of your Genius Result configurations.
      • Administer -- Learn how AI Search features and behavior affect indexing and search. Gain insight into AI Search behavior by reviewing log messages, ingestion history for indexed sources, and session debugging messages.
      • Lemma and Unicode normalization -- AI Search normalizes inflected words and Unicode glyphs during indexing and at search query time. Normalization improves search recall and enables users to find content with variant forms of their search query terms.
      • Internationalization support -- AI Search supports indexing and search in all languages offered by the ServiceNow AI Platform. Search linguistic features are supported in Arabic, Brazilian Portuguese, Czech, Danish, Dutch, English, Finnish, French, French - Canada, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmål), Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, and Turkish.
      • Machine learning relevancy -- AI Search displays the most relevant search results for a query first. Machine learning automatically tunes search result relevancy scoring for search experiences based on aggregated user interactions.
      • Content security -- AI Search filters search query results and displays only records that the currently logged in user can access.
      • Encrypted fields -- AI Search excludes source record fields encrypted with Encryption Support or Edge Encryption.
      • Semantic vector search -- Semantic vector search allows the Now LLM Service to find results based on how similar they are in meaning to your search terms. Now Assist Q&A Genius Results and Now Assist in Virtual Agent use semantic vector search to improve recall with natural language interpretation of search queries.
      • AI Search logging and debugging -- Review AI Search logs and history to analyze performance and diagnose issues. View log messages and ingestion history, or use session debugging to capture detailed messages for a user session.
      • Search Preview UI -- The Search Preview UI enables you to test AI Search queries using settings from a selected search application configuration or search profile. Administrator tools help you review search query performance data and feedback, debug queries, and override default query settings for testing purposes.
        • Admin tools -- Learn about the output, controls, and fields provided by admin tools in the new Search Preview UI.
      • Diagnose search result access issues -- Use the Search Preview UI and the AI Search High Security administrator elevated privilege role to determine whether filters prevent a search user from viewing a specific search result in the AI Search index.
      • Debug search source and content security filters -- Use the Session Log to view search source and content security filters applied to results for a search query. Administrators can use this approach to verify search source filters and content security settings.
      • Debug external content security filters for a ServiceNow AI Platform user -- Use the Session Log to view the set of externally defined user and group access permission filters associated with the current ServiceNow AI Platform user. Administrators can use this approach to verify that the proper user mappings exist for the current user.
      • Review record counts for indexed sources -- Understand where your indexed content originates by viewing record counts for your indexed sources in the AI Search Indexed Source Statistics table.
      • Search query parameter evaluation framework -- AI Search performs A/B test evaluations that compare result relevancy for alternate sets of search query parameter values. These evaluations determine the models that AI Search uses for machine learning relevancy and for Q&A Genius Results.
      • Reference -- These reference topics provide additional information about AI Search installed components, system properties, features, and forms.
      • Plugins installed -- AI Search adds the following plugin.
      • Components installed -- Several types of components are installed with activation of the AI Search plugin, including scheduled jobs, tables, and user roles.
      • External Content for AI Search roles -- External Content for AI Search includes the following roles.
      • System properties -- Users with the admin role can configure the following system properties for AI Search by navigating to All System Properties AI Search .
      • Tables excluded from indexing -- AI Search excludes the following ServiceNow AI Platform tables when indexing content. You can't configure these tables, or tables derived from them, as AI Search indexed sources.
      • Variable types supported by indexing -- AI Search can index searchable content and metadata from multiple variable types found on indexed source records.
      • Index fields -- List of fields available on records in the AI Search index. AI Search populates these fields with values from source record fields during indexing.
      • AI Search Country To Search Language form -- The AI Search Country To Search Language form enables you to define a knowledge article search language for a country.
      • AI Search External Search User Mapping Table Data Source Relationship form -- The AI Search External Search User Mapping Table Data Source Relationship form contains enables you to link a user mapping table to an indexed source for external content in AI Search.
      • AI Search Genius Result Configuration form -- The AI Search Genius Result Configuration form enables you to create a Genius Result configuration for use in your AI Search search profiles.
      • AI Search Genius Result Configuration NLU Model Mapping form -- The AI Search Genius Result Configuration NLU Model Mapping form enables you to link a Genius Result configuration to an NLU model.
      • AI Search Results Improvement Rule form -- The AI Search Results Improvement Rule form enables you to create a result improvement rule in an AI Search search profile.
      • Child Table form -- The Child Table form enables you to enable AI Search content indexing for a child table that extends an indexed source table.
      • Custom Matcher form -- The Custom Matcher form enables you to create a global search custom matcher.
      • Dictionary form -- The Dictionary form enables you to create a typo handling, stop word, or synonym dictionary for use in your AI Search search profiles.
      • Dictionary Term form -- The Dictionary Term form enables you to create a typo handling entry, a stop word, or a synonym in a dictionary linked to an AI Search search profile.
      • Facet form -- The Facet form enables you to create a facet refinement filter in the search application configuration for an AI Search application.
      • Field Setting form -- The Field Setting form enables you to create a field setting for an indexed source in AI Search.
      • Indexed Source form -- The Indexed Source form enables you to create an indexed source for use in AI Search.
      • Indexed Source Attribute form -- The Indexed Source Attribute form enables you to create an indexed source attribute for an indexed source in AI Search.
      • Indexed Source History form -- The Indexed Source History form enables you to review details from the ingestion history for an AI Search indexed source.
      • Source Facet Bucket form -- The Source Facet Bucket form enables you to configure display settings for a source facet bucket in the search application configuration for an AI Search application.
      • Record Producer Configuration form -- The Record Producer Configuration form enables you to create an AI Search Assist record producer configuration.
      • Rule - Action Mapping form -- The Rule - Action Mapping form enables you to link a boost action to a result improvement rule in an AI Search search profile.
      • Search Application Configuration form -- The Search Application Configuration form enables you to create a search application configuration for an AI Search application.
      • Search Profile form -- The Search Profile form enables you to create a search profile for use in AI Search applications.
      • Search Profile - Dictionary Mapping form -- The Search Profile - Dictionary Mapping form enables you to link a stop word or synonym dictionary to a search profile in AI Search.
      • Search Profile - Genius Result Mapping form -- The Search Profile - Genius Result Mapping form enables you to link a Genius Result configuration to a search profile in AI Search.
      • Search Profile - Search Source Mapping form -- The Search Profile - Search Source Mapping form enables you to link a search source to a search profile in AI Search.
      • Search Scripted Post-processors form -- The Search Scripted Post-processors form enables you to create a search scripted post-processor in the search application configuration for an AI Search application.
      • Search Source form -- The Search Source form enables you to create a search source that you can make available in AI Search user search experiences.
      • Semantic Index Configuration form -- The Semantic Index Configuration form enables you to define semantic indexing settings for an AI Search indexed source.
      • Semantic Index Field form -- The Semantic Index Field form enables you to define a semantic index field for use in an AI Search semantic index configuration.
      • Sort Option form -- The Sort Option form enables you to create a search result sort option in the search application configuration for an AI Search application.
      • Suggestion Reader Group form -- The Suggestion Reader Group form enables you to modify settings for an auto-complete suggestion type in the search application configuration for an AI Search application.
      • ServiceNow Store applications and integrations -- Applications and integrations from the ServiceNow Store extend AI Search functionality and provide insight into search usage and behavior.
      • AI Search for Next Experience -- This ServiceNow Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.
      • Now Assist in AI Search -- The Now Assist in AI Search ServiceNow Store application combines the power of search with a Large Language Model (LLM) to provide actionable AI-generated or AI-selected answers in user searches. Constraining the context passed to the LLM increases the likelihood that LLM responses are grounded in indexed content.
    • AI Search Admin console -- The AI Search Admin console application provides AI Search administrators with a no-code management tool to configure, test, and activate AI Search solutions across different types of search applications.
      • Install AI Search Admin console -- The AI Search Admin console application (sn_ai_search_admin) is available from the ServiceNow Store.
      • Using AI Search Admin console -- If you have the ais_admin role, you can use the AI Search Admin console to set up and manage AI Search in search applications, track AI Search activity, add features to AI Search, or access AI Search resources.
      • Configure and manage -- Configure and manage the AI Search settings for search applications that support the AI Search engine.
      • Track your AI -- View key analytics for AI Search usage, or follow a link to the full AI Search dashboard.
      • Add features to -- Improve AI Search functionality by adding extra features through supported applications. Install the applications to expand AI Search capabilities.
      • Access AI Search resources -- Review the AI Search introductory video, follow links to the AI Search documentation and ServiceNow Community forum, or view answers to commonly asked questions about AI Search.
      • Customizing the result-card -- You can customize the appearance and layout of the result-card interface in AI Search applications by accessing Entity View Action Mapper (EVAM) configurations from the AI Search Admin console. This helps to enhance usability, clarity of search results, making them easier to read and navigate.
        • Create or edit -- Create or edit an Entity View Action Mapper (EVAM) view definition in the AI Search Admin console to customize how your AI Search results appear in the portal or workspace.
        • Create a copy -- Modify the search results of your AI Search application by creating a copy of an existing Entity View Action Mapper (EVAM) view and then changing the copy. Copying an EVAM is more efficient than creating an EVAM, especially when the changes are minimal.
        • Track how your -- Track where Entity View Action Mapper (EVAM) view configurations are being used in the AI Search application. It helps you understand search result layouts, identify shared settings, and make adjustments for better search results.
        • Activate or deactivate -- Activate or deactivate the Entity View Action Mapper (EVAM) view configurations in the AI Search application as needed. This helps you to control which view configurations are in use.
        • Delete an EVAM -- Delete unnecessary Entity View Action Mapper (EVAM) view configuration from your AI Search application at any time to keep the application clean and organized
      • Managing indexed sources -- If you have the ais_admin role, you can create, view, or edit indexed sources directly from the AI Search Admin console.
        • Create an indexed -- Define an indexed source to make content and metadata from ServiceNow AI Platform table records searchable by using AI Search.
        • Define the semantic -- Define the semantic indexing configuration for your indexed sources so that AI Search can analyze and understand your content accurately. By doing this process, you can help to ensure that you get more relevant search results.
        • Index the content -- Enable AI Search to index the records from your source tables to make the content searchable.
        • Set up a -- Set up indexed source field configurations to control how AI Search indexes content for a specific field in your source table records.
        • Set up an -- Set up an indexed source attribute to control how AI Search indexes content for all records in a source table.
      • Manage hybrid search in search applications -- Control hybrid search settings in AI Search applications to optimize search performance. Enable hybrid search to create context-aware results that combine keyword matching with semantic understanding. Disabling it generates results that rely solely on keyword-based queries.
      • Configure multimodal captioning for AI Search -- Use the AI Search Admin console to select the visual language model (VLM) provider and model for multimodal captioning.
      • Configure multi-content synthesized sources -- Configure indexed sources so that AI Search includes content from multiple sources when generating responses. When you configure a source for synthesis, the large language model draws from that source alongside others to produce more complete, contextually relevant answers.
      • AI Search Admin console reference -- Reference information for the AI Search Admin console application.
      • Components installed with -- The AI Search Admin console application installs new system components.
      • AI Search Admin console roles -- Roles are associated with the AI Search Admin console.
      • AI Search Admin -- The AI Search Admin console Home page is where you can oversee all AI Search activity. You can set up and manage AI Search across applications, track activity, and get more information on the AI Search feature.
      • AI Search Admin -- The AI Search Admin console Applications page is where you monitor all the applications which use AI Search, as well as create and adjust AI Search configurations.
      • AI Search Admin -- This page is where you view and manage all configurations shared by AI Search and other applications.
      • Create an AI -- Create search profiles, search sources, and other configurations for any of your applications that use AI Search.
      • Edit view config form -- The Edit view config form contains information about EVAM view configurations defined for search application configurations in AI Search. Use this form when creating or modifying a view configuration.
    • Advanced AI Search Management Tools -- ServiceNow Platform Analytics Solutions contain prepackaged Performance Analytics and Reporting content for use with other ServiceNow AI Platform products. This Platform Analytics Solution helps AI Search administrators analyze search query traffic trends, review indexed record and configuration settings, and preview search query results.
      • Activate Advanced AI Search Management Tools -- Activate the content pack ServiceNow Store application for the Platform Analytics Solution.
      • AI Search Profile dashboard -- The AI Search Profile dashboard summarizes indexed record counts and search query traffic associated with a search profile defined in AI Search. Interactive filters enable users to choose a search profile and select the time frame for analysis of search query traffic.
      • AI Search dashboard -- The AI Search dashboard summarizes AI Search indexed documents, configuration settings in use, and search query traffic. An interactive filter enables users to select the time frame for analysis of search query traffic.
      • Create a cross-scope access privilege for the AI Search dashboards -- Enable the AI Search dashboards to read records from tables that cannot be accessed from the Advanced AI Search Management Tools application scope.
      • AI Search analytics dashboard -- The AI Search analytics dashboard displays key performance metrics, trends, and reports for AI Search usage. Analysts can apply interactive filters to view performance analytics for individual search applications and to select the time frame to analyze.
      • Customize the banner logo for the AI Search Analytics dashboard -- Add your own logo to the banner for the AI Search Analytics dashboard.
      • Configure Service Portal to send analytics data -- Enable loading of the AI Search Analytics dashboard by configuring Service Portal to send analytics data.
      • Search Preview UI -- The Search Preview UI enables you to test AI Search queries using settings from a selected search profile. Administrator tools help you review search query performance data and feedback, debug queries, and override default query settings for testing purposes.
      • Search preview admin tools -- The Search Preview UI enables you to test AI Search queries using settings from a selected search profile. Administrator tools help you review search query performance data and feedback, debug queries, and override default query settings for testing purposes.
      • Advanced AI Search Management Tools reference -- This reference topic describes system components installed with the Advanced AI Search Management Tools application.
    • External Content Connectors -- The External Content Connectors ServiceNow Store application enables AI Search applications to search content and metadata from supported external source systems, such as Atlassian Confluence Cloud and Microsoft SharePoint Online.
      • Explore -- Using External Content Connectors, AI Search applications can search content and metadata from external content repositories such as Atlassian Confluence Cloud and Microsoft SharePoint Online. Expanding search recall to include external content makes it easier and faster for search users to locate the information they need.
      • Estimating document volume for source systems -- Source system tools allow you to estimate the number of documents available for retrieval by external content connectors. By estimating the available document count for a source system, you can determine whether you need to apply crawl scope restrictions when configuring an external content connector for that source system.
      • Configuring source systems for external content indexing -- Source system administrators configure settings to allow external content connectors to index your documents and security settings for search. These settings must be configured for a source system before you create an external content connector to crawl that source system.
      • Creating external content connectors -- Connector administrators can create external content connectors to retrieve searchable content and metadate and security permissions from supported source systems.
        • Creating multiple connectors of the same type -- Admins can create multiple external content connectors of the same type on a single ServiceNow AI Platform instance. These connectors can crawl different source systems or the same source system. Connectors that crawl the same source system can include overlapping crawl locations.
      • Configuring crawl settings for external content connectors -- Connector administrators can configure crawl settings for each external content connector, such as which source system locations it crawls and which types of content it sends to AI Search for indexing.
      • Domain separation and External Content Connectors -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for External Content Connectors. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Install -- Install the External Content Connectors applications from the ServiceNow Store.
      • Verify inbound mTLS activation -- Check whether inbound mTLS support is activated for your ServiceNow AI Platform instance. You need this feature activated to run crawls for external content connectors.
      • Configure -- Plan and configure your External Content Connectors implementation.
      • Adobe Acrobat Sign external content connector -- The Adobe Acrobat Sign external content connector retrieves documents from agreements in your Adobe Acrobat Sign source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an OAuth 2.0 application in Adobe Acrobat Sign to allow the Adobe Acrobat Sign external content connector to access your Adobe Acrobat Sign source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principalsFor connectors that don't support user permission crawls, remove this phrase element. from your Adobe Acrobat Sign source system.
        • Configure crawl settings -- Specify the agreement documents you want your Adobe Acrobat Sign external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Adobe Experience Manager as a Cloud Service external content connector -- The Adobe Experience Manager as a Cloud Service external content connector retrieves assets from nodes in your Adobe Experience Manager as a Cloud Service source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create Service Credentials in Adobe Cloud Manager to allow the Adobe Experience Manager as a Cloud Service external content connector to access nodes and assets in your source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your Adobe Experience Manager as a Cloud Service source system.
        • Configure crawl settings -- Specify the nodes you want your Adobe Experience Manager as a Cloud Service external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Aha! Roadmaps external content connector -- The Aha! Roadmaps external content connector retrieves Features, Goals, Ideas, Notes, and Releases from workspaces in your Aha! Roadmaps source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Generate an API key in Aha! Roadmaps to allow the Aha! Roadmaps external content connector to access content from your workspaces.
        • Create connector -- Create an external content connector to retrieve searchable content and security principalsFor connectors that don't support user permission crawls, remove this phrase element. from your Aha! Roadmaps source system.
        • Configure crawl settings -- Specify the products you want your Aha! Roadmaps external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Amazon S3 external content connector -- The Amazon S3 external content connector retrieves files from buckets in your Amazon S3 source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create an Identity and Access Management (IAM) user in the Amazon Web Services (AWS) Management Console. Define an access key for your new user to allow the Amazon S3 external content connector to access your Amazon S3 source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your Amazon S3 source system.
        • Configure crawl settings -- Define inclusion and exclusion filters to specify the buckets and file types you want your Amazon S3 external content connector to retrieve when running content crawls.
      • Asana external content connector -- The Asana external content connector retrieves projects, tasks, and comments from your Asana source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an OAuth 2.0 application in the Asana developer console to allow the Asana external content connector to access your Asana source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Asana source system.
        • Configure crawl settings -- Specify the projects you want your Asana external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Atlassian Confluence Cloud external content connector -- The Atlassian Confluence Cloud external content connector retrieves pages and attachments from spaces in your Atlassian Confluence Cloud source system and makes their content and metadata searchable in AI Search applications.
        • Estimate document volume -- Estimate the number of documents included in your Atlassian Confluence Cloud source system. Use this information to determine crawl scope settings needed for your Atlassian Confluence Cloud external content connector.
        • Configure source system -- Register an OAuth 2.0 integration in the Atlassian Developer console and create an API key in Atlassian Administration to allow the Atlassian Confluence Cloud external content connector to crawl spaces and security principals in your Atlassian Confluence Cloud source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Atlassian Confluence Cloud source system.
        • Configure crawl settings -- Specify the spaces you want your Atlassian Confluence Cloud external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Atlassian Jira Cloud external content connector -- The Atlassian Jira Cloud external content connector retrieves work items and attachments from projects in your Atlassian Jira Cloud source system and makes their content and metadata searchable in AI Search applications.
        • Configure connector user -- Create a user and group in your Atlassian Jira Cloud tenant with access and permissions required by the Atlassian Jira Cloud external content connector. The connector runs as this user when accessing data from your tenant.
        • Configure source system -- Register an OAuth 2.0 integration in the Atlassian Developer console and create an API key in Atlassian Administration to allow the Atlassian Jira Cloud external content connector to crawl projects and security principals in your Atlassian Jira Cloud source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Atlassian Jira Cloud source system.
        • Configure crawl settings -- Specify the projects you want your Atlassian Jira Cloud external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Box external content connector -- The Box external content connector retrieves files and attachments from your Box source system and makes their content and metadata searchable in AI Search applications.
        • Create public/private key pair -- Generate an encrypted private key and a public key for use by the Box external content connector.
        • Configure source system -- Create and authorize an OAuth 2.0 application in the Box developer console to allow the Box external content connector to access your Box source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Box source system.
        • Configure crawl settings -- Specify the user boxes you want your Box external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Cornerstone external content connector -- The Cornerstone external content connector retrieves Catalogue and Learning objects from organization units in your Cornerstone Learning Management System (LMS) and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an OAuth 2.0 application in the Cornerstone to allow the Cornerstone external content connector to access your Cornerstone source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your Cornerstone source system.
        • Configure crawl settings -- Specify the organization units you want your Cornerstone external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Docusign external content connector -- The Docusign external content connector retrieves agreements from envelopes in your Docusign source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create an app and integration key in Docusign to allow the Docusign external content connector to access your source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Docusign source system.
        • Configure crawl settings -- Define inclusion or exclusion filters to control which agreements you want your Docusign external content connector to make searchable.
      • Dropbox external content connector -- The Dropbox external content connector retrieves files from user folders and team folders in your Dropbox source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an OAuth 2.0 application in the Dropbox App Console to allow the Dropbox external content connector to access your Dropbox source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Dropbox source system.
        • Configure crawl settings -- Specify the user and team folders you want your Dropbox external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Fluid Topics external content connector -- The Fluid Topics external content connector retrieves Topics, Articles, Publications, and associated content pages delivered through portals in your Fluid Topics source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Generate an API key in your Fluid Topics tenant to allow the Fluid Topics external content connector to access your Fluid Topics source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principalsFor connectors that don't support user permission crawls, remove this phrase element. from your Fluid Topics source system.
        • Configure crawl settings -- Specify restrictions on source content status, visibility, category/collection, tags, languages, and modification dates for the Fluid Topics external content connector's content crawls. Define inclusion or exclusion filters to limit the content the crawl retrieves and feeds to AI Search for indexing.
        • Fluid Topics API request limits -- By default, the Fluid Topics API limits the number of maps, topics, and unstructured documents retrieved by requests to Knowledge Hub web services. These default limits may prevent the Fluid Topics external content connector from indexing all of your source system content. To request increases to these limits, open a ticket in the Fluid Topics Help Center.
      • GitHub Enterprise Cloud external content connector -- The GitHub Enterprise Cloud external content connector retrieves commits, issues, and pull requests from public and internal repositories in your GitHub Enterprise Cloud source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize a GitHub App to allow the GitHub Enterprise Cloud external content connector to access your GitHub Enterprise Cloud content.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your GitHub Enterprise Cloud source system.
        • Configure crawl settings -- Specify the public and internal repositories you want your GitHub Enterprise Cloud external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • GitLab external content connector -- The GitLab external content connector retrieves issues, wikis, merge requests, tags, branches, and commits from groups, projects, and repositories in your GitLab.com source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create a personal access token for a group owner user account on GitLab.com to allow the GitLab external content connector to access your GitLab source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your GitLab source system.
        • Configure crawl settings -- Specify the groups, projects, and repositories you want your GitLab external content connector to crawl. Select the issues, wikis, merge requests, tags, branches, and commits you want the crawl to retrieve and feed to AI Search for indexing.
      • Google Drive external content connector -- The Google Drive external content connector retrieves files and attachments from eligible shared drives in your Google Drive source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Enable the Google Drive and Admin SDK APIs and create a Google Cloud service account to allow the Google Drive external content connector to crawl eligible shared drives and security principals in your Google Drive source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Google Drive source system.
        • Configure crawl settings -- Specify the shared drives you want your Google Drive external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
        • Filter content by label -- Configure a label filter for your Google Drive external content connector. The connector only retrieves content that has one or more of your specified label values applied.
      • HubSpot external content connector -- The HubSpot external content connector retrieves tickets and notes from your HubSpot source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize a legacy public app in HubSpot to allow the HubSpot external content connector to access your HubSpot source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your HubSpot source system.
        • Configure crawl settings -- Specify the tickets you want your HubSpot external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Lucidchart external content connector -- The Lucidchart external content connector retrieves documents and folders from folders in your Lucidchart source system and makes their text content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an OAuth 2.0 application in the Lucid developer tools and enable the SCIM API in the Lucid admin tools to allow the Lucidchart external content connector to access your Lucidchart content.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Lucidchart source system.
        • Configure crawl settings -- Specify the folders you want your Lucidchart external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • ManageEngine external content connector -- The ManageEngine external content connector retrieves public-domain knowledge articles from knowledge bases in your ManageEngine source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create a server-based OAuth 2.0 client application in the Zoho API console to allow the ManageEngine external content connector to access your ManageEngine source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your ManageEngine source system.
        • Configure crawl settings -- Delimit the set of knowledge articles you want your ManageEngine external content connector to retrieve. Define inclusion or exclusion filters to specify which articles the crawl retrieves and feeds to AI Search for indexing.
      • Microsoft OneDrive external content connector -- The Microsoft OneDrive external content connector retrieves files from individual drives in your Microsoft OneDrive source system and makes their content and metadata searchable in AI Search applications.
        • Create public/private key pair -- Generate a public/private key pair for the Microsoft OneDrive external content connector. Extract the public key as a DER-encoded binary X.509 format certificate for use in configuring API access for the connector in the Microsoft Entra admin center.
        • Configure source system -- Register an OAuth 2.0 application in the Microsoft Entra admin center to allow the Microsoft OneDrive external content connector to access your Microsoft OneDrive source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Microsoft OneDrive source system.
        • Configure crawl settings -- Specify the individual drives you want your Microsoft OneDrive external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Microsoft SharePoint Online external content connector -- The Microsoft SharePoint Online external content connector retrieves pages from sites in your Microsoft SharePoint Online source system and makes their content and metadata searchable in AI Search applications.
        • Estimate document volume -- Estimate the total number of documents included in your Microsoft SharePoint Online source system and the document counts for individual sites. Use this information to determine crawl scope settings needed for your Microsoft SharePoint Online external content connector.
        • Create public/private key pair -- Generate a public/private key pair for the Microsoft SharePoint Online external content connector. Extract the public key as a DER-encoded binary X.509 format certificate for use in configuring API access for the connector in the Microsoft Entra admin center.
        • Configure source system -- Register an OAuth 2.0 application in the Microsoft Entra admin center to grant the Microsoft SharePoint Online external content connector access to your Microsoft SharePoint Online source system.
        • Configure site and site collection access -- Allow the Microsoft SharePoint Online connector to crawl your sites and site collections by granting site-specific SharePoint API FullControl permissions to the OAuth 2.0 app registered in Microsoft Entra for the connector.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Microsoft SharePoint Online source system.
        • Configure crawl settings -- Specify the sites you want your Microsoft SharePoint Online external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
        • View retrievable content for Microsoft SharePoint Online pages -- Review the elements of of a Microsoft SharePoint Online page's content that can be retrieved by the Microsoft SharePoint Online external content connector.
      • Microsoft Teams external content connector -- The Microsoft Teams external content connector retrieves conversations and attachments from teams in your Microsoft Teams source system and makes their content and metadata searchable in AI Search applications.
        • Create public/private key pair -- Generate a public/private key pair for the Microsoft Teams external content connector. Extract the public key as a DER-encoded binary X.509 format certificate for use in configuring API access for the connector in the Microsoft Entra admin center.
        • Configure source system -- Register an OAuth 2.0 application in the Microsoft Entra admin center to allow the Microsoft Teams external content connector to access your Microsoft Teams source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Microsoft Teams source system.
        • Configure crawl settings -- Specify the teams you want your Microsoft Teams external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Microsoft Viva Engage external content connector -- The Microsoft Viva Engage external content connector retrieves messages and attachments from conversations in your Microsoft Viva Engage source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Register an OAuth 2.0 application in the Microsoft Entra admin center to allow the Microsoft Viva Engage external content connector to access your Microsoft Viva Engage source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Microsoft Viva Engage source system.
        • Configure crawl settings -- Specify the communities you want your Microsoft Viva Engage external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Miro external content connector -- The Miro external content connector crawls boards from Spaces in your Miro source system and makes their text content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an application in the Miro Developer Hub to allow the Miro external content connector to access your Miro source system.
        • Create connector -- Create an external content connector to retrieve searchable text content and metadata and security principals from your Miro source system.
        • Configure crawl settings -- Specify the Spaces and boards you want your Miro external content connector to crawl. Define inclusion or exclusion filters to restrict the content the crawl retrieves and feeds to AI Search for indexing.
      • monday.com external content connector -- The monday.com external content connector crawls workspaces, boards, board items, and workdocs from your monday.com source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Obtain an API token for a monday.com user account with admin privileges to allow the monday.com external content connector to access searchable content and metadata from your monday.com source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your monday.com source system.
        • Configure crawl settings -- Specify the workspaces you want your monday.com external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Notion external content connector -- The Notion external content connector retrieves pages and files from your Notion source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize an internal integration in the Notion integrations dashboard to allow the Notion external content connector to access your Notion source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Notion source system.
        • Configure crawl settings -- Specify the pages you want your Notion external content connector to crawl and feed to AI Search for indexing.
      • SAP DMS external content connector -- The SAP DMS external content connector retrieves documents from repositories in your SAP Document Management System instance and makes their content and metadata searchable in AI Search applications.
        • Create a subaccount in SAP BTP -- Create a subaccount with required entitlements in your SAP global account using the SAP BT cockpit. You need this subaccount in order to configure SAP access for the SAP DMS external content connector.
        • Create a SAP user and role collection -- Create a user and a role collection in the SAP Business Technology Platform (BTP) cockpit. The SAP DMS external content connector needs this user account to access your SAP DMS content.
        • Configure source system -- Create service instances and service keys in your SAP Business Technology Platform (BTP) global account to allow the SAP DMS external content connector to access your SAP DMS documents and repositories.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your SAP DMS source system.
        • Configure crawl settings -- Specify the folders you want your SAP DMS external content connector to crawl. Define inclusion or exclusion filters to specify which content the crawl retrieves and feeds to AI Search for indexing.
      • SAP SuccessFactors external content connector -- The SAP SuccessFactors external content connector parses trainings exported from your SAP SuccessFactors Learning environment and makes their content and metadata searchable in AI Search applications.
        • Export source system data -- Export user, library and assignment, and training item data from your SAP SuccessFactors Learning environment. The SAP SuccessFactors external content connector needs this exported data to index your content and user permissions for search.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your SAP SuccessFactors source system.
        • Update CSV data files for connector -- Upload newly generated comma-separated value (CSV) data files to your SAP SuccessFactors external content connector. The connector reads these files to retrieve updated content and metadata from your SAP SuccessFactors Learning source system.
      • ServiceNow instance external content connector -- The ServiceNow instance external content connector retrieves KB article records (and their attachments) from your ServiceNow AI Platform source instance and makes their content and metadata searchable in AI Search applications in your ServiceNow AI Platform destination instance.
        • Configure source system -- Create and configure a non-interactive service user account on your ServiceNow AI Platform source instance to allow access by the ServiceNow instance external content connector.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from a ServiceNow AI Platform instance.
        • Configure crawl settings -- Specify the content types that you want your ServiceNow instance external content connector to retrieve when running content crawls.
      • ServiceNow product documentation external content connector -- The ServiceNow product documentation external content connector retrieves topics from the ServiceNow product documentation and makes their content and metadata searchable in AI Search applications.
        • Create connector -- Create an external content connector to retrieve searchable content from the ServiceNow product documentation site.
        • Configure crawl settings -- Choose the products that you want your ServiceNow product documentation external content connector to crawl documentation for.
      • Slack external content connector -- The Slack external content connector retrieves attachments from public channels in your Slack source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create a Slack API application to allow the Slack external content connector to crawl public channels in your Slack source system.
        • Create connector -- Create an external content connector to retrieve searchable content from public channels in your Slack source system.
        • Configure crawl settings -- Specify the public channels you want your Slack external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Smartsheet external content connector -- The Smartsheet external content connector retrieves sheets from workspaces in your Smartsheet source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Generate an API key in Smartsheet to allow the Smartsheet external content connector to access your Smartsheet source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Smartsheet source system.
        • Configure crawl settings -- Specify the items you want your Smartsheet external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Trello external content connector -- The Trello external content connector retrieves boards that are accessible to all users in your Trello source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize a Power-Up in the Trello Power-Up Admin Portal to allow the Trello external content connector to access your Trello source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your Trello source system.
        • Configure crawl settings -- Specify the workspaces you want your Trello external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Webcrawler external content connector -- The Webcrawler external content connector retrieves pages and subdomains from a public website and makes their content and metadata searchable in AI Search applications. This connector can crawl content from predefined public web sources or your own custom web sources.
        • Predefined web sources -- Predefined public web sources are available for the Webcrawler external content connector. Search administrators can run Webcrawler connector crawls to make content from these web sources searchable.
        • Create connector -- Create an external content connector to retrieve searchable content from pages and subdomains in a public web source system. Select from a list of predefined web sources or specify your own web source.
        • Configure crawl settings -- Specify the pages and subdomains you want your Webcrawler external content connector to retrieve from your specified web source.
      • WordPress external content connector -- The WordPress external content connector retrieves pages and blog posts and their attachments from websites in your WordPress source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create an admin user and an application password in your WordPress website to allow the WordPress external content connector to access your WordPress content.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your WordPress source system.
        • Configure crawl settings -- Specify the pages and blog posts you want your WordPress external content connector to crawl. Define inclusion or exclusion filters to dictate the types of content the crawl retrieves and feeds to AI Search for indexing.
      • Workday external content connector -- The Workday external content connector retrieves help articles, benefits, learning assignments, Manager Insights Hub data, payroll information, PTO information, and vacation policies from your Workday source system and makes their content and metadata searchable in AI Search applications.
        • Configure security settings -- Create an unconstrained integration system security group in Workday. The Workday external content connector uses this security group when accessing your Workday content.
        • Configure access to help articles -- Create an article audience rule in Workday and specify it for your help articles to make them accessible by all your employees. The Workday external content connector uses the audience rule and article settings to make content and metadata from your help articles searchable.
        • Configure payslip report -- Configure a custom report for payroll data in Workday. The Workday external content connector uses this report to make content and metadata from your payroll data searchable.
        • Configure Learning assignment report -- Configure a custom report for Learning assignments in Workday. The Workday external content connector uses this custom report to make content and metadata from your Learning assignment data searchable.
        • Get Workday Learning assignments task code -- Get the task code for the Find Learning Assignments task from your Workday tenant. The Workday external content connector needs this task code to retrieve Learning assignment data from Workday.
        • Get Workday birthday task code -- Get the task code for the My Team's Birthday task from your Workday tenant. The Workday external content connector needs this task code to retrieve team birthday data from the Manager hub.
        • Get Workday anniversary task code -- Get the task code for the My Team Anniversaries task from your Workday tenant. The Workday external content connector needs this task code to retrieve team anniversary data from the Manager hub.
        • Configure source system -- Create and authorize an OAuth 2.0 API client in your Workday tenant to allow the Workday external content connector to access your Workday source system.
        • Create connector -- Create an external content connector to retrieve searchable content from your Workday source system.
        • Configure crawl settings -- Specify the content types you want your Workday external content connector to retrieve.
      • Workvivo external content connector -- The Workvivo external content connector retrieves articles, comments, documents, events, kudos, pages, and updates from your Workvivo source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and authorize a new application in your Workvivo instance to allow the Workvivo external content connector to access your source system and content.
        • Create connector -- Create an external content connector to retrieve searchable content and security principalsFor connectors that don't support user permission crawls, remove this phrase element. from your Workvivo source system.
        • Configure crawl settings -- Define inclusion or exclusion filters to control the attachment file types the Workvivo external content connector retrieves and feeds to AI Search for indexing.
      • Zendesk Guide external content connector -- The Zendesk Guide external content connector retrieves articles and attachments from knowledge bases in your Zendesk Guide source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create an API token in Zendesk Admin Center to allow the Zendesk Guide external content connector to access your Zendesk source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Zendesk source system.
        • Configure crawl settings -- Specify the article locales and attachment file types you want your Zendesk Guide external content connector to crawl when running content crawls. Define inclusion or exclusion filters for domains to restrict the set of users the crawl retrieves access permissions for when running user permission crawls.
      • Zoom external content connector -- The Zoom external content connector retrieves webinars and meetings from your Zoom source system and makes their content and metadata searchable in AI Search applications.
        • Configure source system -- Create and activate a Server-to-Server OAuth app in the Zoom App Marketplace to allow the Zoom external content connector to access your Zoom source system.
        • Create connector -- Create an external content connector to retrieve searchable content and security principals from your Zoom source system.
        • Configure crawl settings -- Specify the content types you want your Zoom external content connector to retrieve.
      • Rename an external content connector -- Change the name of an existing external content connector.
      • Deactivate, reactivate, or delete an external content connector -- Deactivate an external connector to pause its scheduled crawls while retaining all of the content and metadata that it has already crawled. Reactivate a deactivated connector to resume its scheduled crawls. Delete an external content connector to remove the connector's definition along with all content and metadata that it has crawled.
      • Edit connection or crawl settings for an external content connector -- Connector administrators can modify the connection settings and crawl settings for an existing external content connector. If your changes to a connector's settings invalidate its current crawl results, the system prompts you to run a new content crawl.
      • Configure user permission settings -- Override the default field mappings for an external content connector's user permission crawls. Specify the fields that uniquely identify user security principals in your source system and users in your ServiceNow AI Platform instance. Optionally execute a custom script to transform security principal IDs before they're compared with the IDs of users in your instance.
      • Connect an external content connector to a search profile -- Make results from an external content connector searchable in your portals and search applications by connecting its search sources to your existing search profiles.
      • Add an external content search source to Now Assist in Virtual Agent -- Include searchable content retrieved by an external content connector in your Now Assist in Virtual Agent chats.
      • Verify connection settings and source system permissions -- Check that connection settings and source system permissions are correctly specified for your external content connector. Perform this task to verify whether permission changes or revocations affect the connector's ongoing or scheduled crawls.
      • Crawl -- Search administrators can use the External Content Connectors application to run one-time document and user permission crawls on demand. They can review connector-specific crawl history and analytics and details of user and group mappings retrieved from external data sources.
      • Create a content crawl for an external content connector -- Retrieve searchable content and metadata from your source system with a content crawl. Run the crawl as a one-time task or schedule it to run on a recurring basis.
      • Create a user permission crawl for an external content connector -- Retrieve security principals from your source system with a user permission crawl. Run the crawl as a one-time task or schedule it to run on a recurring basis.
      • Cancel a running external content connector crawl -- Cancel a running crawl for an external content connector to prevent the connector from retrieving and feeding additional documents or access permissions to AI Search for indexing.
      • Refresh content for an external content connector -- Refresh searchable content and metadata, including unchanged items, for an external content connector by running a one-time full or partial content crawl.
      • Review -- Search administrators can review crawl histories and analytics for external content connectors to gain a better understanding of what they're crawling. Administrators with the ais_high_security_admin elevated role can also review user and group permission mappings for external content connectors to verify that source system security principals are correctly associated with ServiceNow AI Platform users.
      • Review crawl history for an external content connector -- View crawl history records for an external content connector. Drill into a crawl history record to see metrics and alerts for the crawl in question.
      • Review analytics for an external content connector -- Review analytics for an external content connector to gain insight into its crawl behavior.
      • Review user permissions for an external content connector -- View user and group access permissions retrieved by an external content connector, and see how the connector maps those permissions to your ServiceNow AI Platform instance's users.
      • Reference -- Reference information for the External Content Connectors application and for individual external content connectors.
      • Components installed -- The External Content Connectors plugin installs a connector administrator role and a scheduled job to remove unused OAuth 2.0 credentials for deleted external content connectors.
      • Supported binary file extensions -- Connector administrators can restrict the binary file types an external content connector retrieves by specifying file extensions in inclusion or exclusion filters.
      • Statistics for content crawls -- Each crawl history entry for an external content connector's content crawl includes statistics about the documents (items or files with searchable content and metadata) retrieved by the crawl.
      • Statistics for user permission crawls -- Each crawl history entry for an external content connector's user permission crawl crawl includes statistics about the permissions (user and group-membership security principals) retrieved by the crawl.
      • Analytics -- Metrics that show how your external content connector has run over time.
      • Reassign the External Content Connectors Service Account user to the global domain -- Fix issues with missing user permissions for users on your instance by reassigning the External Content Connectors Service Account user to the global domain.
    • Contextual search -- Contextual search is a search technology that focuses on the context of the query as well as the intent of the user in order to fetch the most relevant set of results. Contextual search displays related results within a form or record producer based on the text you enter in a field.
    • Intelligent Search for CMDB -- Use everyday natural language query (NLQ) in a search string to query for a set of CIs in the CMDB. Intelligent Search for CMDB, parses, resolves ambiguities, and converts your search string into a valid CMDB query. Complex search strings open fully constructed on a canvas of CMDB Query Builder where you can continue and refine, or run.
    • Time configuration -- A standard feature of the ServiceNow AI Platform, ServiceNow's time configuration system handles scheduling across your entire enterprise, enabling you to manage projects efficiently, track and schedule events, and more.
    • Explore -- Time configuration helps you easily handle any necessary timing or scheduling aspects of your online enterprise.
      • Date and Date/Time fields -- Records in the ServiceNow AI Platform store date and time values in several different types of fields. These values are stored as integer numbers, in milliseconds, and appear in the appropriate date or date/time format.
      • Global date and time field format -- You define default date and time formats globally using system properties.
      • Configure the date picker for the list editor -- A system property enables you to choose between two date picker configurations for the list editor.
      • Default date and time fields -- Certain time fields are provided by default to store particular date and time fields.
        • Task fields for measuring work time -- Use default task fields to measure progress and resolution for certain records.
        • Time worked -- The Task [task] table provides a time-tracking field called Time worked.
        • Resolve time -- The Resolve time field is available on the Incident [incident] and Request [sc_request] tables. This field allows for easy reporting on how long it takes for requests to be closed, and is stored as an integer number of seconds.
      • Export date and time formats -- Because some export formats are intended for human consumption and others for database usage, various methods are used to provide date and time field information in different formats.
      • Schedules -- Use schedules to specify when service level agreements or inactivity monitors are active, or to specify when on-call rotations should take effect. Schedules are rules that include or exclude time for various actions or tasks.
      • Default schedules -- Default schedules are available in a base system.
      • Holidays -- You can define each individual holiday as a schedule entry to create exceptions to existing schedules.
      • Create a holiday schedule for multiple regions -- You can create holiday schedules for multiple regions that follow the same work schedule but have different holidays.
      • Parent and child schedules -- Schedules can have one of two parent-child relationships with other schedules.
      • Define a schedule -- Configure schedules using schedule and schedule entry records.
        • Schedule fields -- The Schedule form contains the following fields.
        • Schedule entry fields -- You can only associate a schedule entry with one schedule. The Schedule Entries related list contains the definitions of the time periods you want to include in or exclude from the schedule.
      • Schedule for the fifth instance of a week date -- You can select a date that computes to the fifth instance of a weekday for a date near the end of a month for a repeating monthly schedule,
      • Repeat a monthly schedule -- Repeat a monthly schedule to reduce the amount of time required to define schedules and to provide consistency in scheduling.
      • Using schedules and calendars -- Specific applications within the ServiceNow AI Platform generate graphical calendar displays based on schedule pages.
      • Domain support and schedules -- Domain separation is supported in schedules. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Activate the Domain Support [com.glide.domain] plugin to enable the domain separation functionality for schedules.
      • System scheduler -- The System Scheduler application contains two separate engines for scheduling: the Scheduled Jobs engine and the Schedules engine.
      • Event scheduling -- You can use various tools for scheduling actions or tasks to happen in the future.
      • Scheduled jobs -- Scheduled Jobs are automated pieces of work that can be performed at a specific time or on a recurring schedule.
        • Create a scheduled job -- Create a scheduled job on the Schedule Job [sysauto] table.
        • Generate and distribute a report -- Generate and distribute scheduled reports via email.
        • Generate entities from a template -- Schedule the generation of entities, which include changes, incidents, and CIs.
        • Run a script of your choosing -- Schedule both conditional and non-conditional scripts. If Domain Separation is installed in the instance, you can also select, filter, sort, and schedule scripts based on their assigned domains.
        • Enable run types for scheduled job child tables -- The run types; Day and Month in Year, Day in Week in Month in Year, and Week in Month, require the fields; Day, Month, and Year to be visible. Child tables which don’t display those fields can't create jobs with that run type selected.
          • Find child tables for scheduled jobs -- The run types; Day and Month in Year, Day in Week in Month in Year, and Week in Month, require the fields; Day, Month, and Year to be visible. Child tables which don’t display those fields can't create jobs with that run type selected.
        • Special cases in job schedules -- Some special cases require care in job scheduling.
        • View a schedule item -- You can view scheduled items, which are individual instances of a scheduled job, from the system scheduler.
        • Advanced options for scheduled jobs -- Advanced scheduling options for scheduled jobs support greater flexibility in job planning and execution. You can configure jobs to start on a future date, end on a particular date, and define how the job should repeat.
    • Use -- Handle scheduling, set up events, track metrics, and more with this feature.
      • Creating business calendars -- Create business calendars in the ServiceNow AI Platform so that you can schedule events for your users and track their time across applications. You define schedules and calendars of all types, including fiscal calendars, in the Business Calendar menu.
      • Create a business calendar -- Create a definition record for an individual parent or child business calendar. You create this record so that you can easily identify a business calendar when you use it in a ServiceNow AI Platform package or functional area. A business calendar can represent any length of time, such as a week, a month, a year, or a fiscal period.
      • Create a business calendar group -- For Performance Analytics and Reporting to use business calendars, organize several calendars into a business calendar group. An application might also contain a business calendar group.
      • Create a business calendar span using a Script includes -- You can generate business calendar spans and their names using the Script includes titled BusinessCalendarGeneratorUtil. The calendars you create are accessible across both global and scoped applications.
      • Business calendar entries -- Create business calendar entry records that define the individual time periods that make up a business calendar. You create a business calendar entry for every individual time span in the calendar.
        • Business calendar entry names -- Create business calendar entry records that define the individual time periods that make up a business calendar. You create a business calendar entry for every individual time span in the calendar.
      • Business calendar filtering options -- Define date and time filtering options for a business calendar. These filtering options are in addition to the standard date and time filtering in the ServiceNow AI Platform. You can provide your users with additional filtering options when they use the business calendar with ServiceNow AI Platform packages and functional areas.
      • Pair business calendars with packages -- Pair a business calendar that you created with a package, or functional area, in the ServiceNow AI Platform. When you associate a business calendar with a package, it enables the use of the calendar in that specific functional area. Until you pair a business calendar definition with at least one package, it remains a definition record only.
      • Defining fiscal calendars -- Create fiscal calendars with defined fiscal periods, for use with Financial Management applications, such as Finance Close Automation. You can define fiscal periods, such as one month long, four weeks long, Q1 2015, or July 2015.
      • Activate Fiscal Calendar plugin -- If you have the admin role, you can activate the Fiscal Calendar plugin (com.snc.fiscal_calendar). This plugin includes demo data and activates related plugins if they are not already active.
      • Generate a fiscal calendar -- You can generate a fiscal calendar for a specified time period.
      • View, modify, and validate fiscal periods - Legacy -- After you generate a fiscal calendar, you can view fiscal period records, modify the start and end date, deactivate a fiscal period if necessary, and validate.
      • Set a system time zone -- Set your system time zone with a system property.
      • Change the time zone choice list -- Wherever users have a choice of time zone, the choices are populated using the Time Zone choice list on the User [sys_user] table. Not all time zones appear by default.
      • Change a time zone in a scheduled report -- By default, scheduled reports use the time zone of the user who runs them (the user in the Run As field) to evaluate the query parameters. You are able to change this time zone.
      • Change a time zone in a scheduled data import -- By default, scheduled data imports are run using the time zone of the user who creates them. However, there is a way to manually specify the time zone for the import.
      • Define a relative duration -- Define relative durations to calculate duration time for SLAs based on business schedules and specific time requirements.
      • Use a relative duration -- When you define an SLA, you can set the Duration type to be a relative duration.
      • Create schedule entries in the Schedule calendar -- Add events such as meeting, time-off, or appointment to display them in the schedule calendar.
    • Reference -- This section provides information on properties of time configuration.
      • Time zones -- All times are stored in Coordinated Universal Time (UTC) and appear globally based on the system time zone. However, times appear to users in their local time zone, according to their user preference settings.
      • Viewing record information over time -- You can use three different interfaces to view record information over time: reports and performance analytics, timeline pages, and schedule pages.
      • Timeline pages -- Use timeline pages to track any activity bounded by two dates, such as change request start and end dates, or incident open and close dates. Administrators can create timeline pages, which are user interactive.
        • Timing functionality -- Timing functionality are tools that exist to answer the question "How Long?"
        • Metric definitions -- Timing functionality are tools that exist to answer the question "How Long?"
        • Time configuration SLAs -- Timing functionality are tools that exist to answer the question "How Long?"
        • Time worked fields -- Timing functionality are tools that exist to answer the question "How Long?"
        • Create a timeline page -- Create a timeline page to track any activity bounded by two dates.
        • Customize the timeline page span style -- The Timeline Page Span Styles related list allows you to define conditional span styles.
        • Timeline sub item -- Use the Timeline Sub Items related list to define child spans for the timeline, based on records in a table that references the parent timeline's table.
        • Display a metric as a timeline -- Administrators can enable users to display any metric on a timeline by activating the Timeline Metrics UI action.
        • Make a timeline visible to a selected user -- Create a custom module within an application and defining the roles that can access it, to make selected timelines available to users.
        • Range calculator scripts -- You can specify a script include that calculates range restrictions and processes parent updates in a timeline page.
        • Timelines -- Timelines display a linear calendar of tasks, such as incidents and change requests, defined by their start and end dates.
        • Changes in perspective -- Use the range selectors at the top of the timeline to change the perspective.
        • Managing spans -- You can view span details, focus and zoom spans, and edit spans.
      • Client transaction timings -- The Client Transaction Timings plugin enhances the system logs by providing additional information about the durations of transactions taking place between the client and the server.
      • Components installed with Client Transaction Timings -- The Client Transaction Timings plugin installs several components.
      • Timing values -- Timing values are broken down into several sections.
    • Currency administration -- Currency fields provide features for handling the calculation, conversion, and display of currency values.
    • Explore -- The ServiceNow AI Platform supports two types of currency fields: default (or standard) currency and Foreign Exchange (FX) currency.
      • Standard currency fields -- The standard, or default, currency fields are installed with the base system and used in most non-financial applications.
      • Locale settings -- There are two locale settings, system and user. The system locale determines the reference currency, and the user locale determines the session currency.
      • Session and reference currency -- The default, or standard, currency fields in the ServiceNow AI Platform use two kinds of currency, Session and Reference.
      • Single-currency mode -- Single-currency mode enables all users of the platform to view currency values in the same currency.
      • Price fields -- A price field is a currency field that enables control over conversions and display.
      • Default currency values in forms -- In forms, currency values appear in the currency in which they were entered.
      • Default currency values in reports -- Currency values in reports appear in the user’s session currency, and are formatted in the user’s locale with a currency symbol.
      • Default currency values in lists -- In lists, default currency values appear in the user’s session currency, formatted for display in the user’s locale. Typically, a formatted number follows the currency symbol.
      • Default currency values in import and export -- In general, currency values crossing the boundaries of the platform are represented in the user’s session currency and formatted in the user’s locale.
      • Default currency values in scripts -- You can use currency fields in scripts.
      • FX Currency fields -- Use FX (Foreign Exchange) Currency fields as an alternative to the standard (default) currency fields found in most applications. They are highly configurable, support use of custom rate tables, report aggregations, and provide for improved visibility into conversion calculations.
      • FX Currency values in forms -- In forms, the FX Currency field behaves like a dot walkable field in script. It consists of an entry field, and an accompanying list for selection of a currency code.
      • How FX Currency field conversions work -- You can use existing system currency rates or define a custom conversion rate table for use in FX Currency processing.
      • FX Currency values in lists and reports -- By default, the currency values that appear in the FX Currency fields in lists and reports are the values that you directly enter into the FX Currency fields. For reports, the aggregations of FX Currency fields are, by default, reference currency values.
      • FX Currency values in import and export -- In general, currency values crossing the boundaries of the platform represent whatever is returned by getDisplayValue. Usually this currency value is the default as entered by a user into an FX Currency field for a transaction.
    • Configure -- Configure defaults for standard currency and Foreign Exchange (FX) currency.
      • Defaults required for standard currency use -- Set up the defaults required for use of standard currency fields in your instance.
      • Default currency field and use -- You can control how currency fields are configured and used in your instance.
      • Default currency decimal places -- You can specify the number of decimal places stored and used in currency fields and calculations.
      • Default currency fields in audit records -- You can control what currency value is stored in audit records.
      • Currency optimizer -- You can configure the system to use an optimizer for currency/price fields to speed up list view (reading currency/price values).
      • Default currency conversions -- Currency values can be converted to other currencies when stored and accessed.
        • Schedule the rate update job -- Schedule the Update Currency Conversion Rates job to perform a nightly download of currency-conversion tables from the European Central Bank.
        • Use your own currency-conversion rates -- All currency conversions are based on the rates stored in the Exchange Rate table. You can turn off the regularly scheduled update from the European Central Bank (ECB), and maintain the table manually.
      • Defaults required for FX Currency use -- Set up the defaults required for use of FX Currency fields in your instance.
      • Conversion rates using a custom rate table -- You can create a custom rate table to ensure repeatable and consistent calculations. In a custom rate table, you control the conversion rates and the frequency of rate conversions. If you don't define custom rate tables, FX Currency fields use the System Conversion Currency Rate [fx_system_rate] table, which updates rates daily from the ECB (European Central Bank) website.
      • FX Currency global settings -- Before setting up and using FX Currency, review the related system properties to confirm or modify its default behavior.
      • Add an FX Currency field to a table -- Before using and configuring an FX Currency field, you first add it an existing table, or to a new one, in System Definition Tables.
      • FX Currency field behavior -- After establishing global currency defaults, you can create custom FX Currency configurations for specific table fields. Identify the table fields that use FX Currency, and define how currency conversion calculations should be performed, displayed, filtered, and aggregated.
      • Update a Currency Instance record -- Review and edit the details of a currency entry in an FX Currency field.
    • Reference -- The following sections show the properties associated with currency administration.
      • Life cycle of records containing FX Currency fields -- The behavior of FX Currency fields varies during the processing that occurs during the lifetime of a record containing them.
      • Dot-walkable Currency Instance fields -- You can dot-walk certain fields in the Currency Instance [fx_currency2_instance] record, and field values stored in the database are consistent with each other. However, in script, since fields can be changed individually, and you change only some of the fields, they can be inconsistent.
    • Translation and localization -- Provide service around the globe with language translation and localization for specified regions.
    • Dynamic Translation -- With Dynamic Translation you can support machine translation from one language to another across your instance.
    • Localization Framework -- The ServiceNow Localization Framework application standardizes and enhances the translation process of artifacts across the platform through configurable workflows. Such artifacts include ServiceNow Service Catalog items, Virtual Agent topics, Natural Language Understanding models, and Document Templates of ServiceNow HR Service Delivery.
    • Localization Workspace -- Localization Workspace is a targeted translation management experience for content owners and translation requesters. With Localization Workspace you can manage and deliver multilingual content at scale.
    • System Localization -- Localization allows administrators to accommodate users from a variety of different countries, using different languages and currencies, within the same instance.
      • Exploring System Localization -- Learn about support for localizing ServiceNow instances as part of your globalization strategy.
      • Language internationalization support -- The ServiceNow platform supports multiple languages.
      • User specific language -- The user has several choices for identifying the language to be used for the instance, as described here.
      • Localizing currency and price fields -- You can localize currencies for item prices and options.
      • Translating the knowledge base -- The knowledge base has its own Translation Management system. However, when this is disabled, knowledge base articles use translated_html fields for translated content.
      • Translating Service Catalog cart labels -- You can specify language-specific labels in these Service Catalog screens: Cart, Edit Cart, and Check Out (including workflows and approvals).
      • Configuring System Localization -- Configure the locales, languages, regions, and locations needed to accommodate your users.
      • Configuring locales -- Specify a locale for an instance so information such as dates, times, and currencies display properly based on your location.
        • Set the instance locale -- Specify a locale for an instance so information such as dates, times, and currencies display properly based on your location.
      • Activate a language -- By default, the language supported by the platform is American English. You can activate plugins for other supported languages if you have the admin role.
      • Set the default language for an instance -- Change the language that appears by default for an instance.
      • Set a fallback language -- Set a fallback language to be used when user interface text is not translated in the user's preferred language to accommodate the language needs of your users.
      • Set up locations -- If your organization supports more than one distinct location, you can configure these locations in the platform to help further identify users, assets, and incidents.
      • Create regions for language selection in portals -- Create regions to group languages in the language selector in portal headers.
      • Activate country choices for users -- Select from additional countries in the Next Experience language and region preferences or a user record.
        • Create country choices -- Select from additional countries in the Next Experience language and region preferences or a user record.
      • Ensure that translated choices appear for applications added by plugins -- Ensure that translated choices appear for applications by activating translated choice records after corresponding English choice records have been added by plugins.
      • Set case and accent sensitivity on a per-column basis -- Set locale text match to provide case and accent sensitivity when searching the text of table columns. The default behavior for text searching in table columns is insensitive to case and accent (diacritic) variations, but you can enforce sensitivity using locale text match.
      • Sorting according to the session language -- Order string values according to the user's session language when sorting a column in a list.
      • Translating custom content -- Translate content you create or modify to a supported language or add an unsupported language.
      • Locating translatable UI strings -- Locate individual untranslated strings to provide your own translation of customer-created and customer-edited strings, such as field names and messages.
        • List untranslated items -- Get a list of all custom UI strings that have not been translated into any language (English only) to provide your own translations.
        • Debug translations -- Show which UI strings are translatable and their translation table to debug translations.
      • Translating individual UI strings -- When translating just a few UI strings, such as when you add customizations to a translated instance, use the procedure that applies to the type of text being translated.
      • Export and edit translation records -- Export translation records to translate to additional languages in your preferred translation environment and import the new or edited translation records through import sets.
      • Translating to an unsupported language -- Translate the interface of an instance to a language for which ServiceNow does not provide an internationalization (I18N) plugin.
      • Create a language record -- Add a record for a language not provided by an internationalization (I18N) plugin to associate new translations with.
      • Create a language choice for users -- Allow users to select the language as a valid option in the language picker or a user record.
      • Configure a language as reading from right to left -- Use the Text Direction field to configure a language that reads from right to left, such as Hebrew.
      • Add collation information for an unsupported language -- Add collation information for an unsupported language to enable sorting columns in lists according to the language.
      • System Localization reference -- Reference topics provide additional information about configuration properties, tables, and more.
      • System Localization properties -- System Localization properties configure translation, currency, and locale settings on the instance for users from multiple countries.
      • Translation tables -- ServiceNow stores translation information in these tables.
        • Languages table -- The Languages [sys_language] table contains a list of the languages for which translated text is available.
        • Choice table -- The Choice [sys_choice] table contains translated text for options that appear in lists.
        • Translated Name / Field table -- The Translated Name / Fields [sys_translated] table stores translated values for text fields where the field type is translated_field (see the dictionary entry).
        • Field Label table -- The Field Label [sys_documentation] table stores the text of table names along with the singular and plural labels for each field in the table.
        • Translated text table -- The Translated Text [sys_translated_text] table stores translations for fields with the field type translated_text or translated_html (see the dictionary entry).
        • Message table -- The Message [sys_ui_message] table contains the translations for informational messages, confirmation messages, error messages, and other types of system messages across the platform.The name of this table appears as "Messages" in the list view but technically the table name is "Message" in the system definition.
    • Integrations -- Integrate third-party applications into the ServiceNow AI Platform.
    • Integration with third-party applications and data sources -- ServiceNow integrates with many third party applications and data sources.
    • Notifications -- Use ServiceNow Notifications to manage system email, create system notifications, and configure how your system responds to inbound email.
    • Email Administration -- All email notifications use the email properties that you define for your instance and the email accounts that you set up. Your email service can also affect the successful transmission of incoming and outgoing email.
      • Explore -- Learn about email administration.
      • Email administration -- All email notifications use the email properties that you define for your instance and the email accounts that you set up. Your email service can also affect the successful transmission of incoming and outgoing email.
      • System mailboxes -- Email messages can be seen in the System Mailboxes menu, which gives you access to the system Inbox, Outbox, and Sent mail box.
      • Configure -- Setup basic and advanced email, configure email properties, activate email filter and services and grandt non admin user access to email APIs.
      • Basic email setup -- All production instances can send and receive email using ServiceNow - provided resources. The instance has an email address of instance@service-now.com.
        • Enable basic email -- Enable basic email to use ServiceNow - provided email servers and accounts.
      • Advanced email setup -- With an advanced email setup, you can use your own SMTP server, POP3 server, or both.
        • Use your own SMTP server -- Enable using your own SMTP server so that you can use the existing filtering, retention, or compliance aspects of your own SMTP server while also using the ServiceNow POP3 server.
        • Use your own POP3 server -- You can use your own POP3 server to store and receive email for the instance.
        • Use your own SMTP and POP3 servers -- You can use your own SMTP and POP3 servers to send email from the instance and to store and receive email for the instance.
        • Email bounce management -- Help prevent sending emails to addresses that are known to generate bounces by monitoring and filtering them out while sending emails.
        • Configure bounce email address status -- Configure a bounced email address status according to type, class, subject, and details.
        • Resend blocked emails -- Unblock the bounce email address and resend all blocked emails.
        • OAuth email authentication -- OAuth enables your instance to receive and send email through a third-party email account.
        • Activate Email: OAUTH -- You can activate the Email:OAUTH support for IMAP, Microsoft Graph (Receiving), and SMTP plugin (com.glide.email.oauth) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
        • Enable OAuth 2.0 -- Setting up OAuth 2.0 for email requires you to obtain access and refresh tokens from your email provider.
        • System address filters -- Prevent your system from communicating with untrusted domains and email addresses.
        • Set email address filters -- Specify which domains and email addresses are allowed or disallowed.
        • Read or send emails using Microsoft Graph -- Use Microsoft Graph endpoints to read or send emails from Microsoft Exchange Online.
        • Activate Email - Support for Email Processing by Microsoft Graph API -- You can activate the Email - Support for Email Processing by Microsoft Graph API plugin (com.glide.email.graph) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
        • Read email using Microsoft Graph -- Use Microsoft Graph API to retrieve emails from Microsoft Exchange Online and save them to sys_email table.
          • OAuth profile to use client ID and secret -- Configure an OAuth profile using a client ID and client secret to create an email account for using Microsoft Graph (receive) in your email account type.
          • Register OAuth provider -- Configure an OAuth profile using a client ID and client secret to create an email account for using Microsoft Graph (receive) in your email account type.
          • OAuth profile to use certificates -- Configure an OAuth application profile to authenticate using certificates.
          • Configure JWT provider -- Configure a JWT provider on the ServiceNow AI Platform to configure an OAuth application profile to authenticate using certificates.
          • Generate SHA-1 thumbprint -- Generate a SHA-1 thumbprint using the JWT provider's sys_id and JKS certificate's sys_id and certificate's alias to be added to the GraphCertificateOAuthTemplate script.
          • Create OAuth API script -- Create and duplicate an OAuth API script for application registry.
          • Create email account -- Create an email account for reading emails from Microsoft Exchange Online using Microsoft Graph Endpoints.
        • Send email using Microsoft Graph -- Use Microsoft Graph endpoints to deliver emails through Microsoft Exchange Online using the SMTP Sender.
        • Send email using client credential flow -- Use the client credential flow to send emails from Microsoft Exchange Online.
        • Activate Email: OAUTH -- You can activate the Email:OAUTH support for IMAP, Microsoft Graph (Receiving), and SMTP plugin (com.glide.email.oauth) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
        • SMTP OAuth2 to use client ID and secret -- Configure outbound email accounts in a ServiceNow instance using a client id and secret.
        • Register OAuth provider -- Use the information generated during the Microsoft Azure account configuration to register an application as an OAuth provider.
        • SMTP OAuth2 to use certificates -- Configure an OAuth application profile to authenticate using certificates for outbound email.
          • Configure JWT provider -- Configure a JWT provider on the ServiceNow AI Platform to configure an OAuth application profile to authenticate using certificates.
          • Generate SHA-1 thumbprint -- Generate an SHA-1 thumbprint using the JWT provider's sys_id, the Java Key Store (JKS) certificate's sys_id, and the JKS certificate's alias to the GraphCertificateOAuthTemplate script.
          • Create OAuth API script -- Create and duplicate an OAuth API script for application registry.
        • Create email account -- Create an email account from Microsoft Exchange Online with SMTP OAuth2.0.
        • Personal corporate mailbox -- Enables sales agents to integrate their personal corporate mail boxes to send and receive emails.
        • Set up personal corporate mailbox -- Set up your personal corporate mailboxes with ServiceNow platform.
        • Configure templates for personal corporate mailboxes -- Configure personal corporate mailboxes in the ServiceNow platform to enable users and agents to send and receive emails.
        • Integrate personal corporate mailbox for receiving emails -- Integrate your personal corporate mail boxes with ServiceNow to receive emails in your personal corporate mailbox.
      • Email properties -- The Email Properties page is where you can configure settings for inbound and outbound email.
        • Outbound email configuration -- The Outbound Email Configuration section of the Email Properties page contains properties for sending email.
        • Inbound email configuration -- The Inbound Email Configuration section of the Email Properties page contains properties to control inbound email.
        • Email image filtering -- Use email image filtering properties to control how inbound email images attach to a target record.
        • Email digest -- Several properties are available to manage digest intervals for email digests.
        • Advanced email -- Use advanced email properties to fine-tune the way your instance sends or receives email.
      • Activate email administration -- Activate email filter and email service.
        • Email filters -- Administrators can activate the Email Filters plugin (com.glide.email_filter).
        • Email service -- Users with the admin role can activate the Email Service plugin (com.glide.email.service) to enable the Email API.
      • Access to Email API -- To grant non-admin users access to the Email API, administrators must create an access control and assign a special role.
      • Create -- Use email administrator to create email accounts, email filter, and create an email account for Microsoft Graph.
      • Email accounts -- Email accounts store the connection details and credentials the system uses to access external email servers and services.
        • Create email account -- You can create email accounts in addition to the accounts provisioned for you.
        • Multiple email readers -- Organize POP3/IMAP email accounts into email account groups (subsets of email accounts) that can be processed by multiple email reader jobs. To improve the performance of inbound email account processing, you can incrementally add email account groups and if needed, email reader jobs to process email account groups concurrently.
        • Email account groups -- Define an email account group that contains a subset of your POP3/IMAP email accounts. The email reader job automatically processes each email account group as scheduled.
        • Email account group processing -- Enable the email reader job to start processing your email account groups so that you can reduce the time it takes to process inbound email accounts.
        • Monitor email account groups -- Use the Email Account Groups [sys_email_account] table to check the status of email account groups processed by email reader jobs.
        • Email reader job -- If you created email account groups to fine-tune inbound email account processing, you can create an email reader job to process those account groups concurrently, in addition to the default email reader job.
      • Email filters -- Specify which inbound emails to ignore or move to a particular mailbox.
        • Create email filter -- You can create email filters to apply a custom action script or filter actions when email matches your filter's conditions.
      • Email service -- The Email Service API provides endpoint to install the Email API on the instance.
      • Email encryption -- Secure/Multipurpose Internet Mail Extensions (S/MIME) is an end-end encryption protocol for sending digitally signed and encrypted emails that support data confidentiality, authenticity, and integrity.
      • Activate S/MIME Email -- You can activate the S/MIME Email plugin (com.glide.email.smime) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
      • Setting up S/MIME -- S/MIME is a protocol for sending digitally signed and encrypted emails to ensure the confidentiality, authenticity and integrity.
        • Import S/MIME key pair -- Import an S/MIME key pair consisting of the private key and certificate to sign outbound emails or decrypt emails.
        • Upload CA certificate -- Upload a digital CA (Certificate Authority) certificate to validate email certificates for secure communication.
        • Upload email certificate -- Upload an email certificate to validate a signature for inbound email or encrypt an outbound email or both for secure communication.
        • Enable S/MIME -- Configure S/MIME settings for inbound and outbound email.
      • Reference -- Reference section provides additional information about email administration.
      • Email size limits -- To prevent issues with large email messages, the system enforces configured limits on the maximum allowed email body size, total attachment file size, and number of attachments per email.
        • Message body -- Add properties to control the maximum email body size allowed for inbound and outbound email messages.
        • Attachment -- Several properties control email attachment limits.
      • Status of bounced email addresses -- Choose the email address record that you want to modify, and update the state field as needed.
      • User criteria form -- User criteria enables you to allow access to users based on role, department, group, location, or company. Administrators can control access by creating and applying user criteria. User criteria records define conditions that are evaluated against user records. When user criteria is defined, records are only visible to users who pass the defined conditions.
      • Granular admin roles for Notifications -- Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments. Use the new admin roles to grant users administrative capability without using the admin role.
    • System notifications -- Set up notifications to alert users of record changes that may concern them. You can notify users via email, SMS text message, push notification, or messaging app.
      • Email and SMS notifications -- Use email notifications to send selected users email or SMS notifications about specific activities in the system, such as updates to incidents or change requests.
      • Create notification categories -- You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.
      • Create an email notification -- Create an email notification specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.
        • Convert legacy email notifications to rich HTML -- By default, new email notifications are created in the rich HTML format. But you can also convert legacy notifications to rich HTML.
        • Control visibility to email records -- Define conditions that restrict read access to target email records containing sensitive information.
        • Advanced conditions -- Use an advanced condition to send a notification based on the current email record, changing field values, or system properties.
        • Edit HTML content -- For added control over the content of an email notification, you can edit the underlying HTML.
        • Document attachments -- You can attach documents and reports to email notifications by scripting or linking to the sys ID of the record.
        • Line breaks -- Rich HTML provides additional control over line breaks in your email notifications and templates.
        • Preview email notifications -- You can preview what notifications look like before you actually enable the instance to send them.
        • Time zone -- A system property controls the time zone that the instance uses for the date and time stamp of a message.
        • Alternate outbound email addresses -- By default, the system sends all outbound email notifications from the default email address of the instance, but you can specify an alternative address.
        • Outbound email address per language -- You can specify a different email address for each language your instance supports.
        • Notification variables -- Use notification variables to display dynamic information in the body of a notification such as a field value, a link to a record, or a link to system preferences.
        • Links to records -- Adding the ${URI} parameter to an outbound email body or template creates a link to a specific record.
        • Enable links to records -- Adding the special ${URI} parameter to an outbound email body or template creates a link to a specific record.
        • Change the link text -- To show the display value of the record as the link text instead of the word LINK, use the ${URI_REF} parameter instead of the ${URI} parameter.
        • Link to related records -- A notification can link to a related record by specifying a reference field in front of the ${URI} or ${URI_REF} parameters.
        • Content page links -- Links to CMS pages can be put in notifications to make it easy for the reader to access the pages.
        • Email unsubscribe links -- Administrators can enable your users to stop receiving particular email messages by adding unsubscribe links to notifications.
        • Scripting for email notifications -- Use mail scripts to add business rule-like scripting to outbound email messages.
        • Include mail scripts in email notifications -- Include mail scripts to customize email notifications, which enable you to apply conditional logic and insert dynamic record data in your notifications.
        • Mail script variables -- Certain variables are available when processing mail_script scripts.
        • Example scripting -- Examples of scripting for email notifications.
        • Useful attachment scripts -- This is a searchable version of the Useful Attachment Scripts.
        • Baseline email notifications -- The baseline system provides several email notifications.
        • Notification example 1 -- Notify users by email when there are updates to high priority incidents.
        • Notification example 2 -- Notify users who are assigned a Task [task] record.
      • Email notifications dashboard -- The email notification dashboard provides visibility into key metrics and enables admins to configure the dashboard to enable access to other users.
        • Configure jobs -- Configure data collection jobs for the email notification dashboard.
      • Email diagnostics dashboard -- The email diagnostics dashboards provide visibility in to email delivery metrics that can help in improving the email health by identifying errors and areas that need deeper investigation.
      • Email templates -- Email templates enable administrators to create reusable content for the subject line and message body of email notifications.
        • Create a template -- You can create an email template with rich HTML formatting, rather than plain text.
        • Apply a template -- After you create an email template, you can apply it to a notification.
        • Convert template to rich HTML -- If you have an email template created prior to the Eureka release, you can convert it to rich HTML.
        • Construct email message using template -- Email templates provide a list of the fields from database tables that are available for constructing an email message.
        • Add blank lines -- You can easily add blank lines in an email template using HTML tags.
        • Calendar integration -- With email notifications, you can use import export maps to leverage information about records and integrate with Outlook or another calendar.
        • Map date fields to iCalender -- You can specify what fields provide the date information in calendar invitation notifications by changing the field mappings of the dtstart and dtend variables in the import export map for the iCalendar invitation.
        • iCalender invitations for custom tables -- To generate iCalendar invitations that use field values from custom tables, create an import export map that computes the values of the iCalendar fields.
      • Email layouts -- Create reusable content for the message body of email templates.
        • Create an email layout -- Create an email layout to specify the HTML content you want to appear in the body of one or more email templates.
      • Email retention -- You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.
        • Activate Email Retention -- The Email Retention plugin provides archive and destruction rules for email messages. It is active by default for new instances, but must be activated for upgrades.
        • Archive email manually -- You can archive email messages manually on demand instead of waiting for the instance to archive them based on a scheduled job.
      • Watermarks on notification emails -- By default, a unique watermark label will be generated at the bottom of each notification email to allow matching incoming email to existing records.
        • Create a watermark prefix -- By default, email notifications use the watermark prefix MSG, but you can create a custom watermark prefix.
        • Omit watermarks -- You can omit watermarks on email notifications if you do not want the instance to match the notification to an existing record.
        • Hide watermarks -- Rather than omitting watermarks, it is possible to hide watermarks for global application using HTML markup.
      • Parse an email thread -- When an email is received, parse the most recent message in an email thread by creating Email Reply Separators using specified string or regular expressions.
      • Email digests -- An email digest is a single email that summarizes the activity for a selected notification and its target records during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated records occur within a short time period.
        • Create or modify digest intervals -- Admins can create or modify the email digest intervals (length of time) during which activity for a selected notification is accumulated in an email digest. Users select a digest interval when they enable an email digest in their notification preferences.
        • Configure email digests -- Use the Notification form to create or modify the content of an email digest for a notification. You can also disable the email digest for a notification so that it isn’t available in the notification preferences of your users.
        • Email digest in Next Experience -- Reduce the number of email notifications you receive by enabling email digest notifications. An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval.
        • Email digest in Core UI -- Reduce the number of notifications you receive for a selected target record during a specified time interval by enabling an email digest. The digest is a single email that collects individual notifications for a targeted record generated during the specified interval. The email digest of two different target records will not be clubbed in a single email.
      • Multilingual email notifications -- Using multilingual email notifications, you can send email notifications in the recipient’s preferred language and can easily manage notification content in different languages.
        • Activate Glide Notification Translation -- You can activate the Glide Notification Translation plugin (com.glide.notification.translation) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
        • Activate Translated Email Retention -- You can activate the Translated Email Retention plugin (com.glide.email_retention.translation) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
        • Static translation -- Using static translation, you can customize email notifications for recipients across multiple regions based on their preferred language.
        • Enable static translation -- Enable static translation of notifications for the global application.
        • Request a translation -- Request a translation to send an email in the recipient’s preferred language.
        • Dynamic translation -- Using dynamic translation, you can customize email notifications automatically for users across multiple regions based on their preferred language.
        • Enable dynamic translation -- Enable dynamic translation of notifications for the instance.
        • Configure translated email note banner -- Configure the content for a translated email note banner displayed at the top of the page to display a customized message to the recipient.
        • Dynamic translation for email notifications -- Enable dynamic translation for a notification to send dynamically translated emails to recipients in their preferred language.
      • Domain separation -- Domain separation is supported in the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      • Email FAQs and troubleshooting -- Logs and diagnostics are provided to help determine whether notification emails are being sent and received successfully, what any issues are, and who receives the email.
        • Email diagnostics -- The Diagnostics and Connection page provides information on the current state of your email configuration. This page includes status on email properties, scheduled jobs, and email account connections that affect how your instance receives and sends email.
        • System email log -- The system email log records all emails that the instance creates or receives. System mailboxes are filtered views of this log.
        • Message logs for email -- The email log entries for an individual notification email are accessible as a related list in the email record. The Error string field in the email record can provide additional information.
      • Push notifications -- In addition to sending email and SMS notifications, an instance can send push notifications to mobile devices.
      • Push notification system -- The push notification system involves several key elements that manage the delivery of push messages and push notification responses.
      • Activate push notifications -- Several plugins must be activated to use push notifications. If you have the Mobile UI (com.glide.ui.m) plugin active, push notification plugins are automatically activated.
      • Enable push notifications for logged-out users -- Enable push notifications for users when they're logged out to deliver timely critical updates.
      • Installed with push notifications -- Several types of components are installed with the push notifications plugins.
      • Push notification properties -- Push notifications provides several properties to customize the setup.
      • Push notification setup with the ServiceNow mobile app -- The ServiceNow mobile application automatically enables push notifications and configures mobile devices for push notifications when users initially log in to the instance.
      • Push notification setup with a custom push application for ServiceNow mobile apps -- If you are using your own custom mobile or push application, you must configure your app for use and set up the push contents.
      • Requeue failed push notification messages -- Push notification delivery might fail for various reasons. You can view which messages failed and requeue them to be sent out if necessary.
      • Push notification retention -- You can archive and eventually destroy push notifications that you no longer need or if your Push Notification table is excessively large.
        • Activate the Push Retention plugin -- The Push Retention plugin (com.glide.push_retention) provides the retention policy for push notifications, so that you can specify when the system archives and destroys push notification records.
        • Archive push notifications manually -- You can manually archive push notifications on demand instead of waiting for the instance to archive them based on a scheduled job.
      • Notifications in messaging applications -- Enable users to receive their ServiceNow platform notifications in Slack or Microsoft Teams messaging applications. Use the Now Actions app to configure the messaging apps for your instance.
      • Request the Messaging Notification plugin -- To activate this feature, request the Messaging Notification plugin (com.glide.notification.messaging) through the HI Customer Service system. This plugin activates related plugins if they are not already active.
      • Install the Now Actions messaging app -- As an administrator for both ServiceNow and the third-party application, find and install the Now Actions app. Install the application in ServiceNow to associate the app with your instance.
      • Configure message content -- Create a message in the Message Contents [messaging_content] table that you can use in multiple notifications. Messages can be informative, or they can request action from an individual Slack or Teams user. For example, the Approval Request message includes Approve and Reject buttons to take the associated action in ServiceNow.
      • Create a messaging notification -- Notifications define when a message is sent, who it is sent to, and what it contains. To send a notification to Slack or Teams, add a messaging content record to the notification and configure the notification messaging channel. Notifications that require action must be sent to individual users instead of groups.
      • Link your ServiceNow user account to your Slack or MS Teams account for Now Actions -- Link your ServiceNow account to your Slack or Teams account to take action on ServiceNow notifications from within Slack or Teams. If you do not link accounts, you can still receive notifications within group channels. However, you cannot to approve ServiceNow requests or take action on notifications from within Slack or Teams.
      • Unlink your ServiceNow user account from your Slack or MS Teams account for Now Actions -- Unlink your ServiceNow account from your Slack or MS Teams account to stop receiving actionable ServiceNow notifications in Slack or Teams.
      • Set up notifications for a custom Slack app -- Send ServiceNow notifications to users via your own Slack bot.
    • Provider notifications -- Send notifications directly to recipients via the provider on supported channels. Notifications can be simple messages for review, or actionable messages with buttons that users can select to perform certain actions.
      • Explore -- Send notifications directly to recipients via the provider on supported channels. Notifications can be simple messages for review, or actionable messages with buttons that users can select to perform certain actions.
      • Provider notification -- Send notifications directly to recipients via the provider on supported channels. Notifications can be simple messages for review, or actionable messages with buttons that users can select to perform certain actions.
      • Create -- Create and update provider notifications, add and implement actions, and customize notifications
      • Provider notification for all users -- Create a notification in the notification provider framework to send to both sys and non-sys users.
        • Add additional recipients -- Update the notifications form by adding additional recipients from the Additional Recipients related list to send notifications to.
        • Add assignment groups -- Create and add assignment groups where you want users that are part of a group to be the recipients of the provider notification.
      • Make a notification mandatory -- Enable admins to mark specific notifications as mandatory that their users cannot turn off.
      • Default content in a provider -- Create and use the default content for a notification that doesn't have a content provider or some of the fields in the content provider aren’t present.
      • Custom notifications in Next Experience -- Provide better context and information about users' work by creating custom content for in-product notifications in Next Experience.
      • Notification action with a script -- Use the Script field in the Notification Action form to update and implement a notification action.
      • Select provider notification action capabilities -- Enable provider notification definitions to accept actions as scriptable action, flow actions, and virtual agent.
        • Scriptable action -- Select Scriptable Action from the Notification Action wizard to create a scriptable notification action.
        • Flow action -- Select Flow Action from the Notification Action wizard to create a flow notification action.
      • Actions to notification content -- Use the Link Actions to Content related list to add actions to the notification content, selection of the provider notification and ordering of actions of an actionable content.
    • Email client -- Send email directly from any record, such as an incident, change request, or problem record.
      • Explore -- You can use the email client either from a form or the record view in a workspace to send an email directly from any record, such as an incident, change request, or problem record.
      • Email client -- Send email directly from any record, such as an incident, change request, or problem record.
      • Configure -- Enable and configure email client.
      • Enable email client -- Enable the email client for a table so that users can send emails directly from the table record.
      • Email client configurations -- Use email client configurations to manage the behavior of your email client. Each configuration consists of different email controls for setting allowable email recipients and email addresses.
        • Define recipient qualifiers -- Create a configuration that controls the auto-complete list of recipients displayed in the email client.
        • Define From address -- Set an allowable email address that is displayed in the From address of a message sent from the email client.
        • Create email client configuration -- Define a configuration that controls the display and behavior of the email client that is based on a selected ServiceNow table.
      • Enable SMS delivery -- Give users the option to send an email client message as an SMS text message.
      • Create email client template -- Create a different template for each table that uses the email client to pre-populate data for recipients and email content.
      • Composing emails with quick messages -- Insert predefined content into the message body of emails that you send from the email client.
        • Define a quick message -- Create predefined content to add in the email client so that users can write emails consistently and efficiently.
      • Email address internationalization -- Email address internationalization allows international character support for email addresses for non-English characters when sending and receiving emails. Email addresses can have non American Standard Code for Information Interchange (ASCII) characters.
        • Customize internationalization -- Customize email address internationalization to turn off processing of inbound and outbound emails, disable support for inbound emails or to add email address format for decoding international email addresses.
      • Components installed with the email client -- Several types of components are installed with activation of the Email Client (com.glide.email_client) and Email Client Template (com.glide.email_client_template) plugins, including tables and user roles and tables.
      • Email client administrator [email_client_admin] -- Configures the email client to fit the needs of your organization and can read or write email client templates.
      • Email composer [email_composer] -- Creates email client messages and can read email client templates.
      • Read-only role for templates -- Reads email client templates.
      • Read/write role for templates -- Reads and writes email client templates.
      • Quick message author [email_client_quick_message_author] -- Creates quick messages for users in their group.
      • Reference -- The reference section provides additional information about the email client.
    • Inbound email -- Save time from responding to emails manually when you configure your instance to send replies, create incidents, or update records automatically in response to inbound emails.
      • Explore -- Learn about inbound emails.
      • Automating system responses -- Save time from responding to emails manually when you configure your instance to send replies, create incidents, or update records automatically in response to inbound emails.
      • Column Level Encryption for email attachments -- Secure attachments in inbound and outbound emails using Column Level Encryption.
      • Inbound email actions -- Define an inbound email action and processing to script how the system responds to an inbound email.
      • Inbound email actions -- Define an inbound email action to script how the system responds to an inbound email.
      • Inbound email action processing -- The system determines which inbound actions to run by comparing the inbound email type and inbound action conditions to the incoming email message. Certain properties are available to set the reply and forwarding prefixes in the email subject lines that your instance recognizes when processing inbound emails.
      • Criteria for matching email to inbound actions -- Default conditions of active inbound actions are used to manage incoming email. Inbound email actions are classified as forward, reply, or new based on subject line, record matching, and email headers
      • Configure -- Configure a processing order for inbound email actions and use the order to manage multiple filters in inbound email actions.
      • Enable automatic user creation -- An administrator can set an email property to automatically create users from incoming email. The administrator provides a list of trusted domains to prevent untrusted users from being automatically created.
      • Field values from email body -- Values in an inbound email can set field values in a task record.
      • Inbound email processing order -- You can configure a processing order for inbound email actions and use the order to manage multiple filters in inbound email actions.
      • Use -- Create inbound email actions and reprocess received emails.
      • Create inbound email action -- Create inbound email actions to define the actions that the system takes when an email is received.
      • Reprocess received emails -- When a email has been processed incorrectly, fix the underlying problem, then reprocess the email. You can reprocess emails individually or in a batch.
      • Sensitive data redaction -- Redact sensitive data such as Social Security number, credit card details, email address, phone number, and other personal information from inbound emails to help protect data and privacy.
        • Activate Sensitive Data Redaction -- You can activate the Sensitive Data Redaction for Inbound Emails plugin (com.glide.email_inbound.redaction) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related plugins if they are not already installed.
        • Customize behavior -- Customize sensitive data redaction behavior by creating system properties for flows that are triggered by inbound emails, sys_email record, and inbound actions.
      • References -- Email object variables, user impersonations and inbound actions and examples for processing inbound email actions.
      • Accessing email object variables -- An inbound email action script contains the email object to access various pieces of an inbound email through variables. You can use the global variable sys_email with inbound email actions.
      • Email user matching -- When the instance receives an email message, the system searches for an existing user record with the same email address as the sender.
      • User impersonations -- When the instance receives an email, it can take a variety of actions by impersonating the sender.
      • Allowing locked out users -- A property is available to allow locked out users to trigger inbound actions. For example, enabling the property can allow locked out users to reset their password and send email to the instance asking for assistance.
      • Redirecting email to instance POP3 -- Configure other mailboxes to forward email to the instance's POP3 account.
      • Inbound email action examples -- Various examples of inbound email actions are available to help you build your own inbound email actions. These examples show how to set up inbound email actions to handle email replies, create (log) a problem record, request a change, and update an incident.
        • Inbound email action example: handling email replies -- Various examples of inbound email actions are available to help you build your own inbound email actions. These examples show how to set up inbound email actions to handle email replies, create (log) a problem record, request a change, and update an incident.
        • Inbound email action example: logging a problem -- Various examples of inbound email actions are available to help you build your own inbound email actions. These examples show how to set up inbound email actions to handle email replies, create (log) a problem record, request a change, and update an incident.
        • Inbound email action example: requesting a change -- Various examples of inbound email actions are available to help you build your own inbound email actions. These examples show how to set up inbound email actions to handle email replies, create (log) a problem record, request a change, and update an incident.
        • Values automatically set from incoming email -- Various examples of inbound email actions are available to help you build your own inbound email actions. These examples show how to set up inbound email actions to handle email replies, create (log) a problem record, request a change, and update an incident.
      • Integrate inbound events -- This example illustrates how to create a notification from an inbound JSON request.
    • Notification Preferences -- With notification preferences you can manage and choose the notifications you want to receive.
      • Explore -- With notification preferences you can manage and choose the notifications you want to receive. Notification preferences enable you to set global preferences, search for notifications, enable and disable notifications, and customize the way you receive system notifications.
      • Preferences in Next Experience -- You can manage and set your own notification preferences, including customized notifications and channels for receiving them.
      • Activate AI Search for Notifications -- You can activate the AI Search for Notifications plugin (com.glide.notification.ais) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
        • Index AI Search -- Make content from multiple internal indexed sources searchable by performing a full table index. This procedure indexes existing records from the source tables and any child tables configured for indexing.
      • Set notification preferences -- View, enable, and disable general settings for notification preferences, and delivery channels.
      • Customize system notifications -- Create custom notifications, which are subscriptions to notifications of importance to you, and apply conditions that control specific content included in your custom notification. You can also enable or disable the channels for delivery.
      • Modify a notification -- Modify a notification by establishing a schedule or setting conditions to control the notifications you receive.
      • Create a notification filter -- Control the list of notifications that are displayed to the users under the advanced notification preferences page. This capability can help narrow down and show only relevant notifications based on user criteria.
      • Delete a custom notification -- Delete custom notifications that you don't need any more.
      • Add new delivery channel -- Add new channels for email, instant message, SMS, and voice to receive notifications and set a schedule for the channel for the notifications you want to receive.
      • Edit a delivery channel -- Edit an email, instant message, SMS, or voice channel for receiving notifications, and schedule when the channel can receive notifications.
      • Preferences in Core UI -- You can set your own notification preferences, including personal subscriptions and channels for receiving them. All users can set these preferences through the Notifications tab of the System Settings window.
      • Subscription-based notifications -- Subscription-based notifications enable users to proactively subscribe to items that interest them and unsubscribe from messages that are not mandatory.
        • Create personal notifications -- Create personal notifications, which are subscriptions to notifications of importance to you. You can apply conditions that control specific content included in your personal notification, and also enable or disable the channels for delivery.
        • Create a service provider -- Administrators can configure service providers for devices that use SMS.
        • Select a service provider -- You can configure how a device's service provider affects the construction of the device's email address.
        • SMS notification advanced scripting -- You can use these objects and their attributes in your advanced notification scripts on the SMS Notification Service Provider form.
        • Make a notification mandatory -- To prevent users from turning off or deleting a subscription to a notification, make the notification mandatory.
        • Force a notification to be sent -- To force a notification to be sent to the specified users, enable forced delivery.
        • Create a notification filter -- Notification filters enable a user to control the delivery of messages by creating special conditions on multiple tables in a single, reusable filter.
        • Schedule device notifications -- You can associate devices, such as Email, SMS, and Voice, to schedules that define when the devices can and cannot receive notifications.
        • Edit schedule of existing notification -- You can update a schedule or filter that was previously created for an email notification.
      • Create notification channels -- You can add channels to receive your notifications. A notification channel is an email account or voice message system that you have access to.
      • Modify notification channels -- You can update channel information for your notifications.
      • Delete a notification channel -- Delete a notification channel so that you no longer receive notifications through the channel.
      • Apply notification conditions -- Set various conditions and filters to control the notifications you receive. You can also enable or disable an email digest and the delivery of individual notifications by channel.
    • Now Assist in Notifications -- Use ServiceNow Now Assist to automate inbound emails processing and to create and modify email notifications, templates, and layouts.
    • Explore Now Assist in Notifications -- Automates inbound email processing and enables the creation and modification of email notifications, templates, and layouts.
    • Use agentic workflows in emails -- Use email agentic workflow to intelligently analyze inbound emails, extract information, perform necessary actions, and draft responses.
      • Email agentic workflow -- The Email agentic workflow automates inbound email processing by intelligently interpreting requests, extracting required information, performing actions, and generating responses.
      • General guidelines for creating and mapping an intent -- By following some general guidelines for creating email intents and mapping actions to intents, you can create clear and effective instructions that help maximize the efficiency and effectiveness.
      • Configure email agentic workflows -- Configure email agentic workflow in Notifications for email agentic workflow.
      • Activate Notifications Email Agents plugin -- You can activate the Notifications Email Agents plugin (sn_notif_agents) for Notifications if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:
      • Enable intent to action workflow from inbound actions -- Enable and configure intent to action workflow to invoke the agentic workflow from inbound actions.
      • Enable intent to action workflow from triggers -- Enable and configure intent to action workflow to invoke this agentic workflow from triggers.
      • Create email intents -- Create and define an email intent for analyzing and identifying the primary purpose for an inbound email. Understanding the email's intent helps guide the tone, context, and call-to-action for effective responses.
      • Create and associate actions for intent -- Create and map actions to an intent for executing appropriate actions once the intent match happens.
    • Notification agent -- Use the Notification agent to create and modify email notifications, templates, and layouts through conversation, reducing the need of navigating complex forms and scripts.
    • System Events -- System Events in ServiceNow are crucial for automating processes and maintaining platform efficiency. They act as triggers for business rules, notifications, work-flows, and other actions, ensuring timely and consistent execution of tasks. By monitoring and responding to these events, organizations can streamline operations, improve response times, and enhance user experiences.
    • Exploring system events -- Events are special records that the system uses to log when certain conditions occur and to take some kind of action in response.
      • System Events -- Events are special records that the system uses to log when certain conditions occur and to take some kind of action in response to the conditions.
      • Event registry -- The events registry lists the events the system recognizes. Use registered events to automate other activities, such as script actions or notifications.
    • Configuring system events -- Plan, configure, and implement system events without having to complete any extra configurations first. Follow the task listed in the configuration overview to implement automated job scheduling.
      • Automated scheduling -- Implement the message processing framework (automated jobs scheduling) by using the Queue Registration link on the Event Registration form.
    • Managing system events -- Managing system events involves creating, monitoring, and handling events to drive automation and streamline processes. Administrators and developers can define custom events, register them in the system, and set up actions or work-flows that respond to these events. This functionality helps ensure efficient task execution, helps improve system monitoring, and enables more robust error handling for enhanced operational reliability.
      • Create event -- If you do not find a suitable existing event, you can create your own.
      • Move event -- Accelerate the execution process by moving high priority events from the default queue to an isolated queue.
      • Passing event parameters -- Pass two event parameters that send information about a record or related records from a work-flow to a notification.
      • Register event -- You can register an event for a specific table and a business rule that fires the event.
      • Reprocess event -- You can fire the event again for testing or diagnostic purposes.
    • System events reference -- Reference topics provide information about system events.
      • Event logs -- The event log records all system events that occur within the ServiceNow AI Platform.
      • Event states -- The event state describes where in the life cycle the event is.
      • Incident events -- The incident events business rule comes with the system and defines a number of events that can be triggered by different actions in the Incident table.
      • Global events -- Your instance has a global function called global_events() that triggers from a business rule when certain conditions occur.
      • Script actions -- You can use script actions to create server-side scripts that perform a variety of tasks, such as modifying a configuration item (CI), or managing failed login attempts. Script actions are triggered by events only.
      • Change events sample scripts -- Several scripts are found in the baseline change events business rule.
    • State Management -- State Management enables an administrator to define State Models and State Transitions that control how a record is allowed to transition through a predefined list of states.
    • Add a state model and transitions -- Add a state model and transitions to specify conditions for moving between states.
    • Implement process flow and UI actions with a state model -- You can implement a process flow and UI actions with a state model.
    • Installed with State Model -- Several types of components are installed with the State Model.
    • Metrics -- A metric measures and evaluates the effectiveness of IT service management processes.
    • Define a metric -- Create a metric definition for a task table.
    • Sample field value duration script -- Review the existing Incident Open metric definition to see how you can create your own custom metric.
    • Metric instance -- A metric instance is a record in the metric_instance table. A record holds one instance of a metric.
  • Maintain and monitor -- Keep your instance running smoothly, improve performance, and find issues before they arise, all with this suite of tools.
    • Instance Scan -- Use ServiceNow Instance Scan to interrogate your instance for configurations that indicate health issues and identify opportunities to address best practices. Instance Scan checks your existing configurations and helps you avoid creating future configuration issues. Instance Scan is a tool that can be used as a part of your development operations, release management as well as pre- and post-upgrades.
    • Exploring Instance Scan -- If you are new to Instance Scan, read this overview to learn what the tool can do. Follow the tutorial to create checks and execute scans that uses most basics of Instance Scan features.
      • Getting started with checks -- Checks are singular focused rules that detect anomalies or opportunities in an instance. These checks can run against tables, records, or metadata. Checks are defined to identify security, upgrade best practices, manageability, user experience and performance vulnerabilities.
      • Suites management -- A suite is a collection of individual checks and suites that can be used for a scan. Suites can be created for specific business needs. All child suites are executed when a parent suite is used in a scan.
      • Instance Scan dashboard -- The Instance Scan dashboard is a system wide visual representation of the health of your instance. The dashboard helps you to manage and analyze the results of full scan against your instance.
      • Instance Scan extension for IDE -- Access Instance Scan directly from your integrated development environment (IDE) on the ServiceNow AI Platform.
    • Configuring Instance Scan -- Execute the different kinds of scans that Instance Scan offers to keep a check on the health of your instance. You can also schedule a full scan so you can ensure the health of your instance even without an active session.
      • Instance Scan table cleanup policies -- Instance Scan offers table cleanup policies to erase previous scan results.
      • Customize table cleanup policies -- Clean up previous scan results at a regular interval by customizing the table cleanup time period.
      • Timeout threshold -- A timeout determines the execution threshold of a scan from running long scans. For example, any scan running longer than the set time period results in a failure.
      • Implement a scan timeout threshold -- Set the execution time of a single scan by implementing Transaction Quota Rules. Setting of a quota rule prevents your instance from running a long scan.
      • Implement a check timeout threshold -- Set the execution time of an individual check by implementing timeout system property. Setting of a timeout threshold prevents your instance from running a long check.
        • Create a new check timeout system property -- Create a new timeout threshold property for a check if the glide.scan.process_check.time_out system property is not present. Setting of a timeout threshold prevents your instance from running a long check.
    • Using Instance Scan -- Execute and schedule the following scans within Instance Scan. You can also analyze the results of the scans in your instance on a dashboard.
      • Create a check -- Create your own checks by implementing the following procedure.
      • Create a table type check -- Create a check by selecting Create a new Table Check if you know which specific table and conditions you want to test. This check type is applied on only one table at a time. You can also include your own script for more complex capabilities by selecting the Advanced option on the form.
      • Create a column type check -- Retrieve all records containing a specific column field type from all tables in an instance by selecting Create a new Column Type Check. The Column Type Check type implements the rule you created to iterate all records matching the target column field type.
      • Create a script only check -- Create a check without specifying a table or a column type by selecting Create a new Script Only Check. You can verify meta data, configurations, and execute complex checks by writing your own script.
      • Create a linter check -- Create a linter check to identify any issues in a script. When a linter check is run on a record, an abstract syntax tree for its code is generated. You can use the abstract syntax tree to analyze issues with the code.
        • Advanced linter check scripts -- Linter check scripts helps you in writing checks that look for issues in scripts. When a linter check is run on a record, it provides an abstract syntax tree for its code. You can use this abstract syntax tree to analyze issues with the code such as too many nested if statements or usages of slow API in a while loop.
      • Create a check suite -- Create a check suite to bundle a group of checks into a suite and execute it.
      • Executing a scan -- Use the following types of scans to execute checks, a scan or a suite scan.
      • Execute a point scan -- Execute all applicable checks against a single record, update set or an application by selecting Run Point Scan.
        • Execute an update set scan -- Use an update set scan to run applicable checks against the current versions of records that have updates in the update set. If a record has been modified since it was added to the update set, the scan reflects those later changes. Issues that exist only in the update set version of a record aren't detected.
        • Execute an app scan -- Scan the installed files of an application as well as the application record itself with applicable checks by executing an application scan.
      • Execute a test scan -- Execute a test scan to verify if the check works as expected. The test scan enables you to test a single check instead of a full scan by selecting a single check and selecting Test Check on the Check form.
      • Execute a full scan -- Execute a scan for the entire instance by selecting Execute Full Scan. Implementing a full scan runs all the active checks present in your instance.
      • Execute a suite scan -- Execute suites of available checks against a specific target to have targeted scan results by selecting Execute Suite Scan.
      • Execute a reactive scan -- Execute a reactive scan to set up a scan that runs automatically on an execution tracker failure.
      • Schedule a full scan -- Create a schedule to regularly trigger a full scan even when you don’t have an active session. A schedule creates an established baseline for the health of the instance and provides a comparison to configuration and instance health over time.
      • Schedule a suite scan -- Create a schedule to regularly trigger a suite scan even when you don’t have an active session.
      • Monitoring a scan -- You can check the progress status of a scan by checking the progress tracker.
      • Parallel scans -- Parallel scan is a functionality in Instance Scan that allows multiple scans to run in parallel instead of sequential execution. This improves efficiency and reduces wait times when several scans are executed concurrently.
      • Reviewing of scans -- After the scans have been executed, you can review them with the findings and results components.
      • Results -- An Instance Scan result reports the status and type of scan. You can also see all the checks that ran as part of the scan and all other information related to the scan such as errors and scan logs.
        • Scan results -- Scan Results dashboard helps you with an overview of all details of an executed scan.
      • Findings -- A finding is a reference to a record that has violated a rule from a check on the instance. You can find the source record and the number of times the record triggered rules of a given check.
        • Mute a finding -- Mute a finding on the Scan Finding form to avoid the finding from being reported in the later scan results.
        • Creating scan tasks -- Create a scan task to facilitate task assignments from the finding of a record.
      • Queue your scan -- Leverage the scan queue feature to line up your scans for automatic execution following the current scan.
      • Cancel a scan -- Cancel or abort an ongoing scan by either selecting Cancel Scan in the scan execution modal or the Cancel Scan related link in the results record.
      • Using the Instance Scan dashboard -- Compare and analyze the results of the scans in your instance by representing it on the premium Performance Analytics (PA) dashboard.
    • Instance Scan references -- The reference topics provide additional information about Instance Scan.
    • Monitor System Events and Scheduled Jobs dashboard -- Use the System Events and Jobs Dashboard module to monitor the system event processing system and monitor the scheduled jobs processing system in the Scheduled Jobs dashboard tab.
    • System Events and Jobs dashboard -- Events and Jobs dashboard is installed with these roles.
    • Understand your System Events dashboard -- Use the System Event Processing dashboard to set the filters to display information about events and queues.
      • Health checks -- Use the System Event Processing dashboard to set the filters to display information about events and queues.
      • Current scores -- Use the System Event Processing dashboard to set the filters to display information about events and queues.
      • Trends -- Use the System Event Processing dashboard to set the filters to display information about events and queues.
      • Configure alert -- Use the System Event Processing dashboard to set the filters to display information about events and queues.
    • Understand Scheduled Jobs dashboard -- Visit scheduler dashboard to learn about key health metrics and insights of scheduled jobs.
    • Platform performance -- Monitoring and optimizing ServiceNow AI Platform performance is an important part of maintaining your instance. Optimizing platform performance supports a smooth and consistent user experience, and enhances the platform's scalability and reliability.
    • Explore -- The ServiceNow AI Platform provides configurations, monitoring, and diagnostics that administrators can use to support optimized system performance.
      • Import set performance -- The algorithm transforms import sets from their staging table into their final destination.
    • Configure -- Configure browser settings, transaction and application quotas, and operational toggles options to optimize performance. Optimizing ServiceNow AI Platform performance supports a smooth a responsive user experience.
      • Transaction quotas -- Transaction quotas allow you to define a quota policy for different types of transactions. A transaction quota cancels any transaction in violation of the policy and notifies the user of the cancellation.
      • Configure a rule -- Transaction quota rules allow you to define a quota policy for different types of transactions.
      • Add transaction cancellation message -- The Quota Manager uses a UI page to control the contents of the transaction cancellation message.
      • View cancelled transactions -- The Quota Manager logs each canceled transaction as a warning message in the system log.
      • Enable debugging -- You can enable the logging of transaction quota debugging information by enabling the system property.
      • Application quotas -- You can set a limit on the number of events or jobs that can run in an application's scope within a specified time. Limiting the number of events or jobs running at the same time can help optimize bandwidth usage.
      • Configure a rule -- Configure an application quota rule to limit the number of events or jobs that can run in an application's scope within a specified time.
      • Operational toggles -- You can control how much bandwidth an application uses on your system by mapping system run levels to operational toggles. An excessive bandwidth could impact your system performance and your users' experience.
      • Create an operational toggle -- Create an operational toggle to maintain system run levels that throttle the application operation. Operational toggles enhance your users' experience by tailoring resource consumption to system run levels.
      • Create run level toggle mapping -- Create run level toggle mapping so that you can associate the system run level to the toggle level.
      • Create an operational toggle level -- Create operation toggle levels so that you can define the threshold limits that your application can function within.
      • Browser settings and performance -- Enable data compression through your web browser to avoid slow performance on pages with large data sets.
    • Monitor -- The ServiceNow AI Platform includes tools that administrators can use to monitor platform performance. Monitoring platform performance enables administrators to proactively identify and solve issues.
      • Reviewing transaction logs -- The instance automatically logs the vital statistics of every transaction that it processes, and that information is available to you as an administrator. Reviewing transaction logs can help identify latency and performance issues.
      • Reviewing response time on forms -- A response time indicator (clock) appears at the end of many forms and lists.
      • Transaction call chains -- Identify and debug the root causes for a problematic transaction by recording, and then reviewing, its call chain. A call chain consists shows the ordered series of scripts executed during the life cycle of a transaction.
      • Create a transaction call chain register -- Create a call chain register to record call chain information for a problematic (or slow) transaction during the next occurrence of that URL. You specify that the next occurrence of the transaction URL should be persisted with all of its call chain information.
      • Review a transaction call chain -- Use Transaction Call Chains to review the resulting call chain for a selected transaction. You can use the information in Transaction Call Chains can help debug performance issues.
      • Thread performance monitoring -- The instance tracks the performance of individual threads, which administrators can view in the transaction log.
      • Monitoring instance usage -- You can track application usage on your instance through the Application Usage Overview and the ServiceNow Store Usage overview dashboards.
      • Application usage overview dashboard -- The Application Usage Overview dashboard displays reports on the use of ServiceNow applications on your instance.
      • ServiceNow Store usage overview dashboard -- The ServiceNow Store Usage Overview dashboard displays reports on the use of ServiceNow Store applications on your instance.
    • Resolve issues -- If platform performance issues are identified, administrators can resolve problems and improve performance.
      • Instance cache effects on performance -- Minimize actions that purge and rebuild the instance cache during core business hours to avoid performance degradation during peak hours.
      • Improving response times on forms -- Learn the techniques that can be used to improve form response times. If you notice latency or slow response times on forms, using these techniques can help improve performance.
      • Resolving slow queries -- Identifying and resolving slow queries is an important aspect of improving platform performance. The ServiceNow AI Platform generates index suggestions to help resolve slow queries.
      • Index suggestions for slow queries -- The Index Suggestion Engine (ISE) can generate an index suggestion for a selected slow query. When you request an index suggestion for a slow query, the ISE analyzes the query and recommends an index that can improve the query execution time.
      • Use a slow query log -- Administrators can use slow query logs to gain insight into how queries are affecting platform performance. The Slow Queries log aggregates data for similar queries. Use slow query data to evaluate the need for new indexes, changes to existing indexes, or changes to frequent queries.
      • Generate an index suggestion for a slow query -- Use the Index Suggestion Engine (ISE) to generate an index suggestion for a slow query. The ISE analyzes slow queries and provides index recommendations to improve execution time when possible.
      • Review index suggestions for slow queries -- You can review index suggestions and indexes created by the Index Suggestion Engine (ISE). The ISE provides three main views of index suggestions as they move through their life cycle: index suggestions in review, index in progress, and index done.
      • Export a slow-query index suggestion to a non-production instance -- You can export an index suggestion from a production instance to a non-production instance for creation, evaluation, and testing before implementing the index on your production instance.
      • Schedule a slow-query index suggestion for creation -- Use the Index Suggestion Engine (ISE) to schedule an index suggestion for creation.
      • Test index performance for slow queries -- After the Index Suggestion Engine (ISE) generates an index suggestion for a slow query, you can test the index to see if it improves execution time. If you're evaluating an index suggestion on a non-production instance, you can run this test after creating the index to get immediate results on index performance.
      • Drop a slow query index -- You can drop an index for a slow query when the index isn’t used by the database or doesn’t improve query performance. You can drop the index immediately or schedule the drop for a later time.
      • Transaction cancellation -- You can cancel transactions that take longer than expected to load. Canceling long-running transactions can help prevent excessive resource consumption.
      • View and kill active transaction -- Administrators can view active transactions and kill long-running transactions.
      • Canceled-transaction logging to a table -- The system logs canceled transactions to a table in addition to the transaction log.
      • Add a module to test connection speed -- A connection test can indicate the connection speed between your computer and your instance. A connection speed test (/connection_test.do) is available as a UI page.
    • Reference -- Reference topics provide additional information about the forms that you use to manage performance for the ServiceNow AI Platform.
    • System Diagnostics -- Review System Diagnostics to monitor the health and performance of your instance.
    • Stats Tools -- To aid in performance evaluation, the Stats Tools records statistics for system activities that affect performance such as the execution of queries, scripts, and transactions.
      • Slow mutex locks record detail -- Administrators can use slow mutex logs to gain insight into how mutex locks are affecting platform performance.
      • Slow events log record detail -- As an administrator, you can use Slow Events logs to gain insight into how events are affecting platform performance. To aid in debugging, you can filter slow event log detail by application scope, limiting events to only those events originating in specific scopes.
      • Slow scripts log record detail -- As an administrator, you can use Slow Scripts logs to gain insight into how events are affecting platform performance. To aid in debugging, you can filter a slow script log by application scope, limiting scripts to only those scripts originating in specific scopes.
      • Slow interactions log record detail -- Administrators can use Slow Interactions logs to gain insight into how interactions are affecting platform performance.
      • Slow transactions log record detail -- As an administrator, you can use Slow Transactions logs to gain insight into how transactions are affecting platform performance. To aid in debugging, you can filter transaction log detail by application scope, limiting transactions to only those transactions originating in specific scopes.
  • Upgrade -- Get the latest in ServiceNow products and services on the ServiceNow AI Platform. The system helps you plan for updates, and monitor and work with your applications before, during, and after upgrading.
    • Upgrade Center -- Use ServiceNow Upgrade Center
    • Exploring Upgrade Center -- Get an overview of Upgrade Center so you can plan your upgrade ahead.
      • Upgrade Preview module -- The Upgrade Preview module enables you to have an unprecedented insight to an instance prior to an actual upgrade. You can explore and preview upgrades to different ServiceNow release versions and see how your instance might be impacted with your current configurations. The Upgrade Preview utility helps you to plan, schedule, and prepare for an upgrade.
      • Upgrade Monitor module -- Schedule an upgrade and monitor the status of an ongoing upgrade using the Upgrade Monitor module. You can also view the upgrade summary and the list of records causing conflicts in your instance once the upgrade is complete.
      • Factors affecting upgrade duration -- Various factors affect how long the system takes to perform an upgrade. The Upgrade Monitor on non-production instance can help you understand those factors and estimate how long the upgrade to your production instance takes.
      • Upgrade Monitor schedule states -- When an upgrade is scheduled, the Upgrade Monitor displays information about the next scheduled upgrade. It displays the date and time when the next scheduled upgrade will start. If there is no upgrade scheduled, the Upgrade Monitor displays Status: No upgrade detected.
      • Upgrade Plan overview -- Accelerate your upgrades using the Upgrade Plan that automates the installation of applications during upgrades, giving you a seamless upgrade experience. It helps you define applications and target versions to be installed in your instance.
      • Upgrade History module -- The Upgrade History module tracks every upgrade made to an instance. You can also view the complete report of an old upgrade or a recently completed upgrade version using this module.
    • Using Upgrade Center -- Use different features in Upgrade Center for previewing, scheduling, and monitoring your upgrade experience. You can also review and track every upgrade made in your instance using the Upgrade History module.
      • Previewing an upgrade -- Use the Upgrade Preview module to have an insight about the experience of an upgrade prior to the actual upgrade. You can explore and preview upgrades to different ServiceNow release versions and see how your instance might be impacted with your current configurations.
      • View previewed upgrade -- Use the Upgrade Preview form to have an alternate view of a previewed upgrade.
      • Preview predicted changes -- Use the previewed changes table to view the list of total records that are predicted to change when the upgrade occurs.
      • Scheduling and monitoring an upgrade -- Use the Upgrade Monitor module to schedule and monitor the status of an ongoing upgrade in your instance. You can also view the upgrade summary and the list of records causing conflicts in your instance once the upgrade is complete.
      • Monitor an upgrade to an instance -- Monitor the progress of an ongoing upgrade in an instance with the Upgrade Monitor. When the upgrade is done, you can view a summary of the results on the Upgrade Summary Report.
        • Upgrade Progress -- When an upgrade is underway, Upgrade Progress displays progress bars and other information to help you monitor the process.
        • Upgrade Summary Report -- The Upgrade Summary report summarizes the actions taken, provides tools to resolve conflicts between customizations and changes that are part of the upgrade, and provides information to help estimate time for upgrades to other instances.
        • View loaded files for a plugin -- Get a related list view of all the files loaded for a plugin by clicking View all plugin duration.
      • Process the skipped records list -- Process the skipped records list to resolve the differences between the upgraded and customized versions of a record. If you have customized or altered a record affected by this upgrade, such as a business rule or script, the upgrade generates a skip log record.
        • System Upgrade form -- When an upgrade is complete, the System Upgrades form displays key statistics about the upgrade and a related list of skipped records (the skipped list).
      • Resolve conflicts for an individual record -- Reconcile differences between your customized record and the changes associated with the upgrade.
        • Upgrade details form -- From the Upgrade Details form, you can review an individual record affected by the upgrade and reconcile conflicts between the upgrade and customizations.
        • Resolve Conflicts form -- The Resolve Conflicts form you compare to the base system version with the customized version of a record and reconcile the differences.
      • Preparing your upgrade plan -- Prepare an upgrade plan to be used in your upgrade by executing the following tasks.
      • Building your Upgrade Plan -- Build your upgrade plan to experience a seamless and an accelerated upgrade by packaging the applications in an upgrade plan.
      • Refreshing your Upgrade Plan -- Refresh your upgrade plan to package all the recently installed plugins and applications into your upgrade plan.
      • Installing your Upgrade Plan -- Install your upgrade plan in the consumer instance to implement it in your upgrades.
      • Prepare to upgrade with Upgrade Plan -- Prepare your instance upgrade with Upgrade Plan by determining all the applications and plugins are ready to be implemented in the upgrade.
        • Preview Upgrade Plan -- Preview your upgrade plan before being implemented in the upgrades. Once the upgrade plan is installed, it auto generates the preview of the upgrade plan.
      • Apply Upgrade Plan on your upgrade -- Apply the selected upgrade plan to your instance upgrade.
      • Reviewing upgrade history -- The Upgrade History module tracks every upgrade made to an instance. You can also view the complete report of an old upgrade or a recently completed upgrade version using this module.
      • Review skipped records using related lists -- Use different related lists to resolve, track and review the skipped records in an upgrade.
      • Revert a customization -- To prevent customizations from being overwritten by system upgrades, the upgrade process automatically skips changes to objects that have been customized. You may want to overwrite your customizations when a software upgrade contains a feature that you would like to implement.
      • Resolve a skipped update and set a resolution status -- Review the reason for each skipped record to resolve each skipped update after an upgrade.
      • Skipped Records visual task board (VTB) -- View the resolution status of any previous upgrade with skipped records using the visual task board (VTB) view. An upgrade history record is created for each upgrade that is run.
        • Upgrade History Task form -- You can update information about a skipped record task using the Upgrade History Task form.
        • Previous Resolutions related list -- The Previous Resolutions related list shows the history of the selected skipped record. You can see what resolutions have been done with the selected skipped record in the previous upgrades.
        • Update default labels in VTB view -- Filter skipped records in the task board of the VTB with the implementation of color-coded labels. You can filter the skipped records by assigning a color to each of the products.
      • View import history -- View your import history by accessing the My Application Import History module.
      • Quick access to plugins and history records -- Reduce the navigating time by directly accessing plugins, application installation history records, and update set commits history records. The filters for the plugins and history records are automatically implemented in the plugins and history records views.
      • Explore upgrade history log -- Reduce processing time by extracting all upgrade related logs into a separate file named database-upgrade_.log. You can also zip the file and attach it to upgrade history.
      • Administering Upgrade Center -- The Administration module contains information about upgrade risk and execution of skipped record rules.
        • Managing upgrade risk -- You will be notified of the possible conflicts that might result due to several customizations in a skipped metadata file, with a new UI message on the form pages of the metadata files.
        • Create a skipped record rule -- Create skipped record rules based on your set conditions to define your customizations after an upgrade.
        • Execute a skipped record rule -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
        • Execute a skipped record rule on demand -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
        • Execute a skipped record rule automatically -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
      • Upgrade Center references -- These reference topics provide additional information about your upgrade properties, roles and skipped rules.
        • Upgrade Center properties -- On the properties form, you can set parameters that control how the system executes.
        • Upgrade Center VTB Labels list -- The Upgrade Center VTB Labels list under Administration module shows all the labels in the Upgrade Visual Task Board (VTB). You can also change the color of the existing labels.
        • Default skipped rules -- Reduce considerable processing time with the default skipped rules to auto-retain high friction causing configuration metadata types.
        • Upgrade Center roles -- Upgrade Center is installed with these roles.
      • Upgrade Console -- Leverage ServiceNow Upgrade Console for a comprehensive and efficient upgrade experience. Streamline your upgrade process by accessing all necessary tools and insights from within the instance.
      • Explore -- Utilize Upgrade Console to gain a comprehensive understanding of your upgrade process and make informed decisions.
        • Upgrade Console summary -- Utilize the Upgrade Console store application to access all pertinent information and tools for your upgrade.
        • Explore ATF in Upgrade Console -- The ATF Test Generator and Cloud Runner is a powerful tool that leverages ServiceNow's advanced capabilities to intelligently generate comprehensive regression tests specifically designed for your instance.
        • Explore Cloning in Upgrade Console -- The System Clone application facilitates the creation of exact copies of instance databases. This process is frequently employed to replicate production instances into pre-production environments for thorough testing of proposed changes. The cloned data is derived from the most recent nightly backup, ensuring data accuracy and consistency.
        • Explore Upgrade History in Upgrade Console -- The Upgrade History module maintains a comprehensive record of all upgrades performed on an instance. This module allows you to access detailed reports for both historical and recent upgrade versions.
        • Explore Upgrade Monitor in Upgrade Console -- The Upgrade Monitor module is a powerful tool for scheduling upgrades, monitoring their progress, and analyzing post-upgrade results, including conflict resolution.
          • Factors affecting upgrade duration -- Various factors affect how long the system takes to perform an upgrade. The Upgrade Monitor on non-production instance can help you understand those factors and estimate how long the upgrade to your production instance takes.
          • Upgrade Monitor schedule states -- When an upgrade is scheduled, the Upgrade Monitor displays information about the next scheduled upgrade. It displays the date and time when the next scheduled upgrade will start. If there is no upgrade scheduled, the Upgrade Monitor displays Status: No upgrade detected.
        • Explore Upgrade Preview in Upgrade Console -- Leverage the Upgrade Preview module to conduct in-depth assessments of your ServiceNow instance prior to an upgrade. Explore how different release versions may affect your current configurations and fine-tune your upgrade plan accordingly.
        • Explore Upgrade Skipped Record Rules Editor in Upgrade Console -- Configure skipped record rules with the use of Upgrade Skipped Record Rules Editor to automate or facilitate the resolution of data inconsistencies arising from the upgrade process.
        • Explore Upgrade Plan in Upgrade Console -- The Upgrade Plan automates the installation of applications during upgrades, providing a seamless upgrade experience. Define applications and target versions to be installed in your instance and accelerate your upgrade process.
        • Guided upgrade -- Upgrade your instance effortlessly with the guided process.
      • Use -- Use the Upgrade Console experience to access all the tools, information, and guided setup for a smooth upgrade on your instance.
        • Upgrade Console tools -- Access all the necessary tools you might require for a seamless upgrade experience on your instance.
        • ATF Test Generator and Cloud Runner tool in Upgrade Console -- Leverage the power of ServiceNow's ATF Test Generator and Cloud Runner to create intelligent, comprehensive regression tests.
        • Cloning tool in Upgrade Console -- Utilize the System Clone application to duplicate an entire database from one instance to another. This cloning process, commonly employed to replicate a production instance for pre-production testing, leverages the latest nightly backup as the data source.
        • Upgrade History tool in Upgrade Console -- Utilize the Upgrade History module to maintain a comprehensive record of all upgrades performed on an instance. Access detailed reports for both historical and recent upgrade versions to facilitate analysis and troubleshooting.
          • Reviewing upgrade history -- The Upgrade History module tracks every upgrade made to an instance. You can also view the complete report of an old upgrade or a recently completed upgrade version using this module.
          • Review skipped records using related lists -- Use different related lists to resolve, track and review the skipped records in an upgrade.
          • Revert a customization -- To prevent customizations from being overwritten by system upgrades, the upgrade process automatically skips changes to objects that have been customized. You may want to overwrite your customizations when a software upgrade contains a feature that you would like to implement.
          • Resolve a skipped update and set a resolution status -- Review the reason for each skipped record to resolve each skipped update after an upgrade.
          • Skipped Records visual task board (VTB) -- View the resolution status of any previous upgrade with skipped records using the visual task board (VTB) view. An upgrade history record is created for each upgrade that is run.
            • Upgrade History Task form -- You can update information about a skipped record task using the Upgrade History Task form.
            • Previous Resolutions related list -- The Previous Resolutions related list shows the history of the selected skipped record. You can see what resolutions have been done with the selected skipped record in the previous upgrades.
            • Update default labels in VTB view -- Filter skipped records in the task board of the VTB with the implementation of color-coded labels. You can filter the skipped records by assigning a color to each of the products.
          • View import history -- View your import history by accessing the My Application Import History module.
          • Quick access to plugins and history records -- Reduce the navigating time by directly accessing plugins, application installation history records, and update set commits history records. The filters for the plugins and history records are automatically implemented in the plugins and history records views.
          • Explore upgrade history log -- Reduce processing time by extracting all upgrade related logs into a separate file named database-upgrade_.log. You can also zip the file and attach it to upgrade history.
          • Upgrade Monitor tool in Upgrade Console -- Leverage Upgrade Monitor to schedule upgrades, monitor their progress, and analyze post-upgrade results, including conflict resolution.
            • Monitor an upgrade to an instance -- Monitor the progress of an ongoing upgrade in an instance with the Upgrade Monitor. When the upgrade is done, you can view a summary of the results on the Upgrade Summary Report.
            • Upgrade Progress -- When an upgrade is underway, Upgrade Progress displays progress bars and other information to help you monitor the process.
            • Upgrade Summary Report -- The Upgrade Summary report summarizes the actions taken, provides tools to resolve conflicts between customizations and changes that are part of the upgrade, and provides information to help estimate time for upgrades to other instances.
            • Process the skipped records list -- Process the skipped records list to resolve the differences between the upgraded and customized versions of a record. If you have customized or altered a record affected by this upgrade, such as a business rule or script, the upgrade generates a skip log record.
            • System Upgrade form -- When an upgrade is complete, the System Upgrades form displays key statistics about the upgrade and a related list of skipped records (the skipped list).
            • Resolve conflicts for an individual record -- Reconcile differences between your customized record and the changes associated with the upgrade.
            • Upgrade details form -- From the Upgrade Details form, you can review an individual record affected by the upgrade and reconcile conflicts between the upgrade and customizations.
            • Resolve Conflicts form -- The Resolve Conflicts form you compare to the base system version with the customized version of a record and reconcile the differences.
          • Now Support in Upgrade Console -- Try contacting Now Support if you need any assistance regarding Upgrade Console.
          • Upgrade Preview tool in Upgrade Console -- Use the Upgrade Preview module to have an insight about the experience of an upgrade prior to the actual upgrade. You can explore and preview upgrades to different ServiceNow release versions and see how your instance might be impacted with your current configurations.
            • View previewed upgrade -- Use the Upgrade Preview form to have an alternate view of a previewed upgrade.
            • Preview predicted changes -- Use the previewed changes table to view the list of total records that are predicted to change when the upgrade occurs.
          • Upgrade Skipped Record Rules Editor tool in Upgrade Console -- Create skipped record rules, based on your specified conditions, to define customizations post-upgrade. Subsequently, execute these rules to resolve skipped records during or after the upgrade process, either automatically or on demand.
            • Create a skipped record rule -- Create skipped record rules based on your set conditions to define your customizations after an upgrade.
            • Execute a skipped record rule -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
            • Execute a skipped record rule on demand -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
            • Execute a skipped record rule automatically -- Run skipped record rules based on your set conditions to resolve skipped records in an upgrade. The rules either execute automatically during an upgrade or can run on demand after an upgrade.
          • Upgrade Plans tool in Upgrade Console -- Accelerate your upgrades using the Upgrade Plan that automates the installation of applications during upgrades, giving you a seamless upgrade experience. It helps you define applications and target versions to be installed in your instance.
          • Auto-upgrade -- The auto-upgrade mechanism automatically upgrades ServiceNow-managed applications across your instances on a regular schedule without requiring manual intervention. Auto-upgrade applies exclusively to ServiceNow-managed applications; customer-customized or third-party applications aren't included in automatic upgrades.
          • Configure -- Upgrade your production or sub-production instance effortlessly by following our guided steps.
          • Administer -- The Administration module contains information about managing upgrade risks.
          • Reference -- Find all the miscellaneous information about Upgrade Console in this section.
          • Additional resources -- If you’re looking for ServiceNow AI Platform best practices, troubleshooting, or other implementation guidelines, select a feature or resource type to discover ServiceNow resources on other relevant websites.
          • Activity formatter -- The activity formatter provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Process flow formatter -- The process flow formatter provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Parent breadcrumbs formatter -- The parent breadcrumbs formatter on the Task table provides breadcrumbs that show the parent or parents of the current task. This formatter can be used also on any table that extends Task.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Approval summarizer formatter -- The approval summarizer formatter creates the summary at the bottom of an approval form.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Limit the number of activity stream entries -- You can set a system property to limit the number of entries allowed in an activity stream.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Override a formatter with macros -- The system uses formatters to handle complex rendering of specific form elements.
          • Create a UI macro for a formatter -- Create a UI macro to define the content that the formatter displays.
          • Create a formatter and add it to a form -- Create the formatter after creating the UI macro that defines the content.
          • Languages table -- The Languages [sys_language] table contains a list of the languages for which translated text is available.
          • Activate a language -- By default, the language supported by the platform is American English. You can activate plugins for other supported languages if you have the admin role.
          • Create a language record -- Add a record for a language not provided by an internationalization (I18N) plugin to associate new translations with.
          • Ensure that translated choices appear for applications added by plugins -- Ensure that translated choices appear for applications by activating translated choice records after corresponding English choice records have been added by plugins.
          • Activate a language -- By default, the language supported by the platform is American English. You can activate plugins for other supported languages if you have the admin role.
          • Languages table -- The Languages [sys_language] table contains a list of the languages for which translated text is available.
          • Ensure that translated choices appear for applications added by plugins -- Ensure that translated choices appear for applications by activating translated choice records after corresponding English choice records have been added by plugins.
          • Translated Name / Field table -- The Translated Name / Fields [sys_translated] table stores translated values for text fields where the field type is translated_field (see the dictionary entry).
          • Translate a field value for the Classic Environment -- Field values are the text entries that are used for fields with the type translated_field, such as the Title or Hint field in the Module [sys_app_module] table.
          • Translate a related list name -- Related lists appear at the bottom of forms. You can translate a related list name by configuring the list control.
          • Translated text table -- The Translated Text [sys_translated_text] table stores translations for fields with the field type translated_text or translated_html (see the dictionary entry).
          • Translating text fields -- Translate long pieces of text into the language of the user.
          • Choice table -- The Choice [sys_choice] table contains translated text for options that appear in lists.
          • Create a language choice for users -- Allow users to select the language as a valid option in the language picker or a user record.
          • Ensure that translated choices appear for applications added by plugins -- Ensure that translated choices appear for applications by activating translated choice records after corresponding English choice records have been added by plugins.
          • Create a language choice for users -- Allow users to select the language as a valid option in the language picker or a user record.
          • Choice table -- The Choice [sys_choice] table contains translated text for options that appear in lists.
          • Create a language record -- Add a record for a language not provided by an internationalization (I18N) plugin to associate new translations with.
          • Languages table -- The Languages [sys_language] table contains a list of the languages for which translated text is available.
          • Message table -- The Message [sys_ui_message] table contains the translations for informational messages, confirmation messages, error messages, and other types of system messages across the platform.The name of this table appears as "Messages" in the list view but technically the table name is "Message" in the system definition.
          • Translate a client script message -- Translate the messages used by client scripts.
          • Translating Service Catalog cart labels -- You can specify language-specific labels in these Service Catalog screens: Cart, Edit Cart, and Check Out (including workflows and approvals).
          • Translating Service Catalog cart labels -- You can specify language-specific labels in these Service Catalog screens: Cart, Edit Cart, and Check Out (including workflows and approvals).
          • Message table -- The Message [sys_ui_message] table contains the translations for informational messages, confirmation messages, error messages, and other types of system messages across the platform.The name of this table appears as "Messages" in the list view but technically the table name is "Message" in the system definition.
          • Field Label table -- The Field Label [sys_documentation] table stores the text of table names along with the singular and plural labels for each field in the table.
          • Translate a field label -- Field labels are the names that appear on forms and lists to describe the type of information the field contains.
          • Debug translations -- Show which UI strings are translatable and their translation table to debug translations.
          • System Localization properties -- System Localization properties configure translation, currency, and locale settings on the instance for users from multiple countries.
          • Ensure that translated choices appear for applications added by plugins -- Ensure that translated choices appear for applications by activating translated choice records after corresponding English choice records have been added by plugins.
          • Choice table -- The Choice [sys_choice] table contains translated text for options that appear in lists.
          • Languages table -- The Languages [sys_language] table contains a list of the languages for which translated text is available.

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