Administer the ServiceNow AI Platform

Log in to the isolated instance of the ServiceNow Store contained in your regulated environment.

Define an inbound email action and processing to script how the system responds to an inbound email.

To prevent duplicate software imports, activate either the Asset Intelligence (AI) or the non-AI scheduled import.

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.

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.

Activate email filter and email service.

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:

Users with the admin role can activate the Email Service plugin (com.glide.email.service) to enable the Email API.

Activate the Field Normalization [com.snc.field_normalization] plugin to install demo data and activate related plugins if they are not already active.

The SCCM plugins can be activated by an administrator and requires the Integration - JDBC and CI Identification plugins. These dependent plugins are activated automatically with SCCM activation.

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:

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:

You can test a plugin on your personal developer instance (PDI) before launching it in a production instance.

Activate a pre-release feature on the instance so your users can try it out and provide feedback to the product team.

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.

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:

Define the criteria for deleting unwanted records in a table cleanup rule.

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:

You can enable the accordion on the TinyMCE HTML editor in both CoreUI and workspaces. When enabled, the accordion button appears on the HTML editor and can be used to expand/collapse content.

Build out a dynamic choice set by defining the choices that belong to it.

Categorize specific dynamic attributes by relating a dynamic attribute to a dynamic category.

Store dynamic attributes and their values on a record.

Define one or more dynamic attributes that describe a record.

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.

Manage Instance Clone operations across multiple linked instances.

After you create a new push notification, add it to the Push Default Registration table. Push notifications registered in this table are listed and automatically enabled in the notification settings of your ServiceNow mobile app users.

Store transient attributes and their values on a record.

The Address (Simple) field type provides real-time address suggestions as you enter text to reduce manual entry errors.

Stay in compliance by mapping custom tables and custom applications to subscriptions in Subscription Management.

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.

You can install, update, and remove applications without leaving your instance.

Use normalization, data policies, data lookup, and dynamic schema to maintain the integrity of your data on the ServiceNow AI Platform.

Administrators can configure advanced form features, such as form focus, form splits, and derived fields.

You can manage and set your own notification preferences, including customized notifications and channels for receiving them.

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.

Give users entitlement to ServiceNow products by allocating subscriptions in Subscription Management.

Keep your custom table entitlements updated by mapping all of your custom applications and tables to valid subscriptions in Subscription Management.

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.

The approval summarizer formatter creates the summary at the bottom of an approval form.

You can manually archive push notifications on demand instead of waiting for the instance to archive them based on a scheduled job.

Manually preserve sys_ids in reference fields instead of storing the display name as a string.

Manage table size growth and improve query performance by archiving records.

Manage table size growth and improve query performance by archiving records.

Create a Subscription Management administrator by assigning the usage_admin role to an administrator.

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.

Log in to the ServiceNow Store and purchase an application that lists a non-ServiceNow provider.

Log in to the ServiceNow Store and purchase an application that lists ServiceNow as the provider.

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.

With an advanced email setup, you can use your own SMTP server, POP3 server, or both.

System Archive enables you to manage table growth by moving inactive records out of primary tables into dedicated archive tables within the same instance.

You can attach documents and reports to email notifications by scripting or linking to the sys ID of the record.

By default, a reference field auto-completes as the user types in the field.

State fields are a subset of choice list fields. Keep the following information in mind when you configure choice values for the state field.

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.

A choice list is a type of field that lets the user select from a pre-defined set of choices.

You can use the personalize_choices security role to enable non-administrators modify Choice elements options on all tables.

Administrators can create percent complete fields, which accept decimal input and appear as progress bars when displayed in lists.

Manage table size growth, archive data, and boost query performance by configuring database rotation.

The data lookup and record matching feature enables administrators to define rules that automatically set one or more field values when certain conditions are met.

Manage your instance data by configuring data management policies to archive and delete data from the tables in your primary database.

Data policies enable you to enforce data consistency by setting mandatory and read-only states for fields.

Reference decorations are icons that appear next to a reference field on a form, providing quick access to related records and actions.

When you write a script that references a choice list, you need to know the value that is associated with each choice.

A direct JDBC probe specifies all the parameters necessary in the outbound ECC Queue XML payload.

Reference fields store a sys_id for each referenced record in the database, but the sys_id is not shown.

Email accounts store the connection details and credentials the system uses to access external email servers and services.

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.

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.

Specify which inbound emails to ignore or move to a particular mailbox.

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.

The Email Properties page is where you can configure settings for inbound and outbound email.

Email templates enable administrators to create reusable content for the subject line and message body of email notifications.

Adding the special ${URI} parameter to an outbound email body or template creates a link to a specific record.

Send email directly from any record, such as an incident, change request, or problem record.

Adding the ${URI} parameter to an outbound email body or template creates a link to a specific record.

Although duplicate numbers are rare, numbering does not enforce uniqueness, by default.

Field Normalization includes normalization and transformation, which are two different ways to alter field values for increased data integrity and reduced duplication.

Transforms update field values by applying a transformation definition to the field contents such as replace text, change case, or round value.

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.

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.

Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views.

Administrators can configure several aspects of form personalization, which allows users to customize the layout for any form view.

Rich HTML provides additional control over line breaks in your email notifications and templates.

On the bottom bar of TinyMCE, the path of HTML tags for the text at the cursor position is displayed.

Define an inbound email action to script how the system responds to an inbound email.

When you use the Enter key, the editor creates a paragraph element (<p>) tag, which appears as a double space.

Data policy includes several components that are installed on the instance.

ServiceNow integrates with many third party applications and data sources.

Nearly all ServiceNow customers obtain additional value by integrating with third-party applications.

You can add a ServiceNow login link to your intranet.

You can enter data in fields by using the list editor or by using a form. In form view, fields appear as fields in the form, and in list view they appear as columns of data in the table. Administrators can create new fields or change the type of existing fields.

Choice provide four default values.

JDBC probes are executed via a JDBC data source when an import is running against the data source.

Journal fields can greatly increase the size of task records because they allow users to enter very large string values.

There are three types of journal field: journal, journal_list, and journal_input.

Links to CMS pages can be put in notifications to make it easy for the reader to access the pages.

A notification can link to a related record by specifying a reference field in front of the ${URI} or ${URI_REF} parameters.

In the base system, several tables are numbered, including Incident, Problem, Change Request, and Knowledge. You can also use these numbers anywhere that script is present, for example to generate watermarks for emails. Records in tables can be numbered automatically.

A metric measures and evaluates the effectiveness of IT service management processes.

A metric instance is a record in the metric_instance table. A record holds one instance of a metric.

The Microsoft SCCM integration is a one direction import of SCCM data into the ServiceNow Configuration Management Database (CMDB).

This topic outlines the tasks required for moving the Verizon eBonding integration from a Dev/Test environment to a Production environment.

OAuth enables your instance to receive and send email through a third-party email account.

Use an advanced condition to send a notification based on the current email record, changing field values, or system properties.

Pattern matching in Field Normalization uses special characters differently from regular expressions to create patterns that the platform recognizes when transforming field values.

Administrators can specify separate proxy settings for SOAP clients, such as the MID Server or ODBC Driver.

In addition to sending email and SMS notifications, an instance can send push notifications to mobile devices.

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.

Reference fields store a list of each user's recent selections to enable you to quickly select past values when filling in a reference field.

A reference field stores a reference to a field on another table. For example, the Caller field on the Incident table is a reference to the User [sys_user] table.

On forms, the reference icon ( Core UI reference icon ) appears by populated reference fields. Clicking the icon opens a read-only preview of the referenced record.

On forms, the reference lookup icon ( Core UI reference lookup icon ) appears by editable reference fields. Clicking the reference lookup icon displays a list of records on the referenced table.

Use reference qualifiers to filter the data that is returned for a reference field.

Field Transformation definitions support the use of regular expressions (referred to in the platform as regex) and pattern matching for determining the position of characters in a string.

Review the existing Incident Open metric definition to see how you can create your own custom metric.

Email scripts enable you to use business rule-like scripting within an outbound email message.

Alternatively, you may specify a table_name parameter instead of a work element and the following query could be executed.

Plugins are software components that provide features and functionalities within a ServiceNow instance.

In the dictionary, you can specify a dependent field in the User or Location field, which displays the appropriate territory in the selector choice list when a user enters a phone number.

A system property controls the time zone that the instance uses for the date and time stamp of a message.

All production instances can send and receive email using ServiceNow - provided resources. The instance has an email address of instance@service-now.com.

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.

Subscription-based notifications enable users to proactively subscribe to items that interest them and unsubscribe from messages that are not mandatory.

Email messages can be seen in the System Mailboxes menu, which gives you access to the system Inbox, Outbox, and Sent mail box.

Optimize performance and manage data lifecycle by rotating tables, allowing older data to be systematically archived while maintaining system efficiency.

If the target_field attribute is configured, a second attribute called target_threshold_colors enables an administrator to define additional parameters.

Templates simplify the process of submitting new records by populating fields automatically.

Territories are assigned to locations, and are not assigned directly to users.

The reference lookup can be rendered in the tree picker format by modifying the dictionary and adding the attribute tree_picker.

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.

A unique 32-character GUID (Globally Unique ID), called a Sys ID (sys_id) identifies each record in an instance.

An HTML field enables you to insert HTML content directly, which is useful for rich text or custom HTML content within forms. An HTML editor provides simple functionality and HTML source mode editing.

Create mail scripts in System Notifications Email Notification Email Script , and refer to them by using ${mail_script:script name} in the script field.

The E.164 phone number standard ensures that all necessary information for a phone number is included and properly formatted to successfully route an international call over a territory's public telephone network.

You can use the INSTANCEOF operator in a reference qualifier to shorten or simplify a complex class qualifier.

The work element encodes SQL statements to be executed by the probe.

Several properties support Web proxy configuration.

A normal value replaces similar but ambiguous field values with one standard value.

Wikitext fields use the basic wiki markup language and support links to external URLs and to sources within the system.

By default, a unique watermark label will be generated at the bottom of each notification email to allow matching incoming email to existing records.

You can cancel a clone that is scheduled, requested, or in progress until the Node Repoint state. Canceling a clone retains the target instance as-is in its pre-clone state with its original data.

Choose the email address record that you want to modify, and update the state field as needed.

Secure attachments in inbound and outbound emails using Column Level Encryption.

Use the Configuration menu to access all clone-related settings, including exclusions, preservers, cleanup scripts, clone profiles, and clone instances.

A reference topic that includes general guidelines to optimize your clone duration when requesting a clone.

A reference topic that includes general guidelines to exclude a table from cloning.

The Help page in the Clone Admin Console provides access to clone documentation, Now Assist, and app version management.

Multi-Instance View enables you to monitor and manage clone operations across multiple linked instances from a single primary instance. Use it to view clone status, track refresh history, and view cleanup script status without logging into each instance separately.

OAuth 2.0 authenticates clone requests to target instances without requiring a local admin account, enabling you to use your existing login credentials.

A reference topic that contains various configurations for your data when requesting a clone.

A reference topic displaying the various states of a clone.

Key terms and definitions used in instance clone documentation and the Clone Admin Console.

The Clone Admin Console is the user interface where administrators can manage, request, and monitor their instance clones.

Batch in-progress update sets before a clone to preserve active development work across source and target instances.

Using the configuration items (CI), monitor the infrastructure and ensure continuous service operations.

A condition field specifies when to run business logic such as a business rule or workflow.

Configure an OAuth application profile to authenticate using certificates for outbound email.

Configure a bounced email address status according to type, class, subject, and details.

Configure the content for a translated email note banner displayed at the top of the page to display a customized message to the recipient.

Configure a JWT provider on the ServiceNow AI Platform to configure an OAuth application profile to authenticate using certificates.

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.

Configure the address suggestion system properties so that the Address (Simple) field retrieves matching addresses as you enter text.

Configure outbound email accounts in a ServiceNow instance using a client id and secret.

Clone profiles act as reusable clone templates to establish consistent clone outcomes. Use a clone profile to set up exclusions and preservers, and to choose clone settings, for specific clone scenarios.

Register your instance for cloning and create a custom clone profile.

In Core UI, you can update a conditions field to display the version 2 condition builder.

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.

Administrators or users with the personalize_form role can configure the form and related list layout.

Configure a processing order for inbound email actions and use the order to manage multiple filters in inbound email actions.

Configure data collection jobs for the email notification dashboard.

Configure a JWT provider on the ServiceNow AI Platform to configure an OAuth application profile to authenticate using certificates.

Configure the toolbar options for a specific Markdown field using a dictionary attribute.

Configure the toolbar options for Markdown editors across all tables in the platform using a system property.

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.

Send ServiceNow notifications to users via your own Slack bot.

Configure an OAuth profile using a client ID and client secret to create an email account for using Microsoft Graph (send) in your email account type.

Configure an OAuth application profile to authenticate using certificates.

Configure personal corporate mailboxes in the ServiceNow platform to enable users and agents to send and receive emails.

Importing data from Microsoft SCCM requires a connection to the SCCM database via a JDBC data source and a schedule that tells the MID Server when to fetch the data.

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.

Identify when you're close to allocating all of your subscriptions by configuring an allocation status threshold if you prefer a threshold other than the default value of 90 percent in Subscription Management.

Register your target instance before requesting your clone. OAuth authentication is the recommended method and requires a one-time setup per target instance.

Configure email agentic workflow in Notifications for email agentic workflow.

Set up and configure Data Management.

Setup basic and advanced email, configure email properties, activate email filter and services and grandt non admin user access to email APIs.

Enable and configure email client.

Configure your ServiceNow Store user account.

Set up and configure Subscription Management.

The TinyMCE HTML editor is a powerful, flexible, and customizable rich text editor. You can configure and extend the editor by using plugins.

There are multiple system properties that are used to configure the behaviour of the HTML editor field type. Learn about the system properties available in the TinyMCE rich text editor.

Connecting a production instance to the non-production instances it manages involves three steps: setting the controller, adding the instances to manage, and approving requests to manage instances.

Contact the provider of an app through the ServiceNow Store to ask questions about the app and its procurement.

Define conditions that restrict read access to target email records containing sensitive information.

You can create users in Now Support and assign them access roles.

Create and map actions to an intent for executing appropriate actions once the intent match happens.

Create and add assignment groups where you want users that are part of a group to be the recipients of the provider notification.

You can add channels to receive your notifications. A notification channel is an email account or voice message system that you have access to.

Define a fixed set of values for an attribute.

Use cleanup scripts to automate post-clone steps or to modify data after your clone.

Provide better context and information about users' work by creating custom content for in-product notifications in Next Experience.

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.

Define a set of rules for managing table data on your instance.

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.

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.

Create a dynamic attribute store field for storing transient attributes on a record.

Store dynamic attributes on a record using a dynamic attribute store field.

Create a container for organizing dynamic attributes.

Define categories and attributes once and reuse them across multiple tables and dynamic attribute store fields.

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.

Create an email account for reading emails from Microsoft Exchange Online using Microsoft Graph Endpoints.

Create an email account for sending emails from Microsoft Exchange Online using Microsoft Graph Endpoints.

Create an email account from Microsoft Exchange Online with SMTP OAuth2.0.

Define a configuration that controls the display and behavior of the email client that is based on a selected ServiceNow table.

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 an email layout to specify the HTML content you want to appear in the body of one or more email templates.

Create an email notification using the Notification agent by describing your requirements in natural language, without navigating forms or writing scripts.

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.

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.

Create a metric definition for a task table.

Create clone preservers to protect specific data on the target instance from being overwritten during a clone operation. Preservers allow you to retain existing target data while cloning source data for other tables.

You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.

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.

Create and duplicate an OAuth API script for application registry.

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 and update provider notifications, add and implement actions, and customize notifications

Define how email address filters apply to inbound and outbound email.

Administrators can create a template for a Task table record that also creates one or more related records in the child Task table.

Customize sensitive data redaction behavior by creating system properties for flows that are triggered by inbound emails, sys_email record, and inbound actions.