Workforce Optimization for Field Service / task
Activate Field Service Territory Planning
You can activate the Field Service Territory Planning plugin (com.snc.fsm_territory_planning) for Field Service Management if you have the admin role.
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2,361 results for “business rules”
Vulnerability Response / task
Add an exception approver
Add users to the approver groups so that you can request an exception.
Customer service management / concept
Contexts in Recommended Actions
A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.
Common Service Data Model (CSDM) / concept
Implementing the CSDM framework in stages
Following the CSDM framework ensures that you meet your primary goal of consistent accuracy in reporting and analytics so you can effectively manage your digital environment.
Journey Accelerator / task
Modify a scheduled job for Publish Journey Accelerator plans
Update the Publish Journey Accelerator plans job. The job evaluates a plan's publish date to determine when to publish the plan.
Financial Services Loan Operations / task
Work on a credit task for a loan service case
Work on a credit task to review or authorize the credit for a loan customer. You can approve or reject the request based on your findings. A credit task is also used to update the covenant when you are working on a covenant breach.
Configuration Management Database (CMDB) / concept
Domain separation in CMDB Health
This is an overview of domain separation as it pertains to CMDB Health. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains.
Telecom media technology / reference
Components installed with Customer Service Problem Management
Several types of components are installed with activation of the Customer Service Problem Management application, including tables, user roles, and business rules.
Application development / concept
Form logic
Controlling what users see when they visit a form can increase productivity and responsiveness. For example, users should only see fields that are useful to them. Users may only need to see certain fields based on what is configured on the form.
Intelligent experiences / reference
Contract repository AI agent
This AI agent retrieves contract repository details for a specified record, including vendor information, contract model, and document attachment IDs. It also calculates the average lead time for similar contracts when vendor, supplier, or account data exists.
Table Administration and Data Management / reference
Important Task table 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.
Application development / concept
Example allowing configuration records for a table
You can permit other application scopes to create configuration records on application data tables.
Delta xanadu australia / reference
Combined Dispute Rules Content Pack for Mastercard release notes for upgrades from Xanadu to Australia
Consolidated page of all release notes for Dispute Rules Content Pack for Mastercard from Xanadu to Australia.
Process Mining / task
Configure ITSM insights in the Process Mining dashboard
Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.
Incident Communications Management / reference
Responsibilities for Incident Communication Plan
Contact responsibilities helps you to identify contacts by their responsibilities and to understand what you can expect from the user throughout the life cycle of the communication plan.
Scripts / reference
Setting a GlideRecord variable to 'NULL'
GlideRecord variables (including current) are initially null in the database. Setting these back to an empty string, a space, or the JavaScript null value will not result in a return to this initial state.
Advanced Work Assignment / concept
Work assignments
After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify.
Customer service management / reference
Service Model Foundation Granular admin roles
Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments.
Telecom media technology / concept
Order routing based on priority using Advanced Work Assignment
AWA can be used to automatically route customer orders based on priority to specific agent categories.
Server API Reference / concept
ProducerV2 - Scoped
The ProducerV2 API provides methods to publish messages from your ServiceNow instance to a Kafka topic.Sends the specified message to the specified Kafka topic.
Using an agent or building an integration?
The same documentation is available through the public REST API.
GET /api/docs/search?q=GlideRecord&limit=20 GET /api/docs/document?path=… GET /api/docs/:id?revision=…
Search returns document paths, IDs, snippets, and an index revision. Read by path for a stable reference; numeric IDs should be used with the returned revision. Document bodies are Markdown.