All board posts in Community Central

Re: Known Errors Out of the Box

Tanushree Maiti — Thu, 02 Apr 2026 14:14:09 GMT

In ServiceNow, the visibility of a published Known Error article is determined by the User Criteria configured for the Knowledge Base where the article resides.

For example, if the article is part of a Knowledge Base that restricts access to users with the ITIL role, then end users will not be able to view that Known Error article.

On the other hand, if the Knowledge Base is configured with User Criteria that allow access to everyone, then all published articles within that Knowledge Base will be visible to all users.

Re: Known Errors Out of the Box

Sally Niemi-Far — Thu, 02 Apr 2026 13:56:14 GMT

@Tanushree Maiti Thank you. What I am looking to figure out is when a known error is created and published in the kedb, is it visible to only technical teams, by default?

Re: Reporting an issue from the course

ashleyharve — Thu, 02 Apr 2026 12:17:47 GMT

Good catch on the discrepancy — course content going out of sync with the videos happens more than it should, especially after platform updates. Worth noting that Now Learning is now called ServiceNow University, so if you're navigating support options the naming can be confusing. Either way, submitting a support case directly is the fastest way to actually get the material corrected rather than just flagging it in the community.

Re: OnChange client script not working

MonicaW — Thu, 02 Apr 2026 11:25:11 GMT

Thank you for your help. I tried it and it still fails. I'm going to go back to trying UI policies for this as I know they execute before client scripts. I had tried them earlier, but ran into an issue - but I think I've figured out what to do. I believe the reason the onchange script isn't working is because when I select the configuration item, I have it auto-populating the fields and I believe, this change is conflicting with the onchange script. Thanks again.

Re: How to design bidirectional relationships between RITM & Story/Demand/Project/Change (many-t

AndersBGS — Thu, 02 Apr 2026 11:06:06 GMT

Hi @nawalkishos

I would advise you to questioning it instead of "just doing".... This is not best practice. You off course need to come up with an alternative when questioning it, but to do that, you need to understand the business requirement.

Re: How to design bidirectional relationships between RITM & Story/Demand/Project/Change (many-t

nawalkishos — Thu, 02 Apr 2026 10:53:41 GMT

I'm not sure the exact business needs here but that is the story that we need to configure, please share approach to handle this?

Re: How to design bidirectional relationships between RITM & Story/Demand/Project/Change (many-t

AndersBGS — Thu, 02 Apr 2026 10:43:08 GMT

Hi @nawalkishos

Why - It is 2 completely different processes and methods according to ServiceNow. RITM = standard service requests requested by users, where story etc. Agile methodology and not standard defined.

What is the real business requirement here... Or is it because you have some teams working on RITMs and some teams working in an agile setup.

How to design bidirectional relationships between RITM & Story/Demand/Project/Change (many-to-many?)

nawalkishos — Thu, 02 Apr 2026 10:22:26 GMT

Hi Experts,

I have requirement when the RITM is created, Then the RITM record should include the ability to associate it with one or more Stories, Demands, Projects, or Change Requests.

The reviewer should be able to do one of the following directly from the RITM record:

1 Create and relate a new Story
2 Create and relate a new Demand
3 Create and relate a new Project
4 Create and relate a new Change Request
5 Or relate the RITM to an existing record of any of those types

And if we open the Story, Demand, Project, change request- Then a related list labeled "Related RITMs" should display on the Story, Demand, Project, change request record showing all linked RITMs.

Please let me know to configure this and what will be the best approach in order to easy maintenance.

Thank you!!

Re: Service Catalog ITSM

KvitoslavaM — Thu, 02 Apr 2026 10:07:57 GMT

Hi!
Since you already use Adaxes, you’re in a great spot. I advise converting your top five Adaxes tasks and most-used Zendesk macros into catalog items, so you turn manual instructions into automated, clickable requests. You can use migration tools to sync historical data and make sure that your Zendesk Help Center articles and user history remain accessible within the new ServiceNow environment. To make sure migration is correct, include these items in Service catalog folders such as Access, Hardware, and Office Services so users can find exactly what they need at a glance.

Re: Unable to login to ServiceNow community from laptop

SohamTipnis — Thu, 02 Apr 2026 08:59:49 GMT

Hi @DeepthiR4728719,

This usually happens after account migrations, especially when switching from a company ID to a personal Gmail in ServiceNow Community. Since mobile login works, your account itself is fine; it’s more likely a browser/session or identity sync issue.

Here are a few things you can try first (quick fixes):

Clear browser cache and cookies (very important after migration)
Try Incognito / Private mode
Use a different browser (Chrome ↔ Edge ↔ Firefox)
Make sure you're logging in using the same Gmail account you migrated to (no auto-login with old org ID)
Disable any VPN or extensions temporarily

If that still doesn’t work, then it’s likely a backend identity mismatch between your old company account and the new personal one.

You can refer to the below articles:

https://www.servicenow.com/docs/r/customer-service-management/communities/register-community.html

https://www.servicenow.com/docs/r/customer-service-management/csm-workspace-respond-to-thread.html

https://www.servicenow.com/docs/r/platform-user-interface/edit-login-features-u-n.html

Let me know if this helps!!!!😀

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

Re: Unable to login to ServiceNow community from laptop

GlideFather — Thu, 02 Apr 2026 07:36:07 GMT

Hi @DeepthiR4728719,

what happens when you log in and navigate to this

https://learning.servicenow.com/now/lxp/learning-dashboard

If you have issues logging in, then contact SN from the SNU's Help Centre by creating cases on the right side.

Perhaps you will have that chance from your mobile to do so.

Good luck!

EDIT: eventually you can navigate to the login page and click this to get assistance even without logging in:

https://signon.servicenow.com/x_snc_sso_auth.do?pageId=login

Re: Can I import XML through test step in ATF? I need to import the XML file to do the tests

abirakundu23 — Thu, 02 Apr 2026 07:07:52 GMT

Hi @shivani_jamdade ,
There is no OOB test step for upload xml for test cases using ATF. It's is limitation so far.

Please mark helpful and correct answer if it's worthy for you.

Re: Can I import XML through test step in ATF? I need to import the XML file to do the tests

Shaqeel — Thu, 02 Apr 2026 06:56:36 GMT

Hi @shivani_jamdade

This is a very common ATF limitation question.

You cannot perform this activity.

Re: Can I import XML through test step in ATF? I need to import the XML file to do the tests

Sardash — Thu, 02 Apr 2026 06:55:06 GMT

@shivani_jamdade -

No. ATF does not have a direct test step to import an XML file. That’s why Run Server Side Script alone does not work as you expect.

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If my response helped, please mark it by selecting "Accept as Solution" and " Helpful."

Can I import XML through test step in ATF? I need to import the XML file to do the tests

shivani_jamdade — Thu, 02 Apr 2026 06:31:47 GMT

Can anyone please help me to understand how we can import XML in ATF Test Step?

Do we have any wayout to do do. I was trying with Run Server Side Script but that also didnt worked for me.

Please help me for this

Re: OnChange client script not working

Ankur Bawiskar — Thu, 02 Apr 2026 04:56:42 GMT

@MonicaW

try this

function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading) { return; } var needsUpdate = !g_form.getValue('life_cycle_stage_as') || !g_form.getValue('life_cycle_stage_status_as') || !g_form.getValue('business_service_tier_as') || !g_form.getValue('change_group_as') || !g_form.getValue('support_group_as') || !g_form.getValue('business_contact_as') || !g_form.getValue('managed_by_as') || !g_form.getValue('description_as') || !g_form.getValue('data_classification_as') || !g_form.getValue('regulatory_attribute_as') || !g_form.getValue('vendor_as') || !g_form.getValue('installed_as'); g_form.setValue('record_needs_updating', needsUpdate); }

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: OnChange client script not working

Tanushree Maiti — Thu, 02 Apr 2026 03:39:57 GMT

Hi @MonicaW ,

Try this

function onChange(control, oldValue, newValue, isLoading) {

if (isLoading || newValue == '') {

return;

}

g_form.setValue('record_needs_updating', false);

if (g_form.getValue('life_cycle_stage_as') == '' || g_form.getValue('life_cycle_stage_status_as') == '' || g_form.getValue('business_service_tier_as') == '' || g_form.getValue('change_group_as') == '' || g_form.getValue('support_group_as') == '' || g_form.getValue('business_contact_as') == '' || g_form.getValue('managed_by_as') == '' || g_form.getValue('description_as') == '' || g_form.getValue('data_classification_as') == '' || g_form.getValue('regulatory_attribute_as') == '' || g_form.getValue('vendor_as') == '' || g_form.getValue('installed_as') == '')

g_form.setValue('record_needs_updating', true);

// else g_form.setValue('record_needs_updating', 'false');

}

Re: OnChange client script not working

MonicaW — Wed, 01 Apr 2026 19:33:23 GMT

Hi Pavani, thank you. I replaced my script with what you gave me above in your reply and it's still not working. I'm not seeing the {} around the IF statement that you mentioned in what you provided though. Should it be right before the word IF?

Re: OnChange client script not working

pavani_paluri — Wed, 01 Apr 2026 19:16:01 GMT

Hi @MonicaW ,

The logic is fine, but there are a couple of small things in ServiceNow client scripting that are tripping you up:
1. Checkbox values
In catalog/client scripts, checkboxes are stored as strings: 'true' or 'false'.
So when you call g_form.setValue('record_needs_updating', 'true'), that’s correct. Just make sure the target field really is a checkbox.

2. Script structure
Right now your if statement doesn’t have braces {} around the block, so only the first line after the if executes.
That means your g_form.setValue('record_needs_updating', 'true'); may not be running as expected.

function onChange(control, oldValue, newValue, isLoading) {
if (isLoading) {
return;
}

// Default to false
g_form.setValue('record_needs_updating', 'false');

// Check if ANY of the fields are blank
if (
g_form.getValue('life_cycle_stage_as') === '' ||
g_form.getValue('life_cycle_stage_status_as') === '' ||
g_form.getValue('business_service_tier_as') === '' ||
g_form.getValue('change_group_as') === '' ||
g_form.getValue('support_group_as') === '' ||
g_form.getValue('business_contact_as') === '' ||
g_form.getValue('managed_by_as') === '' ||
g_form.getValue('description_as') === '' ||
g_form.getValue('data_classification_as') === '' ||
g_form.getValue('regulatory_attribute_as') === '' ||
g_form.getValue('vendor_as') === '' ||
g_form.getValue('installed_as') === ''
) {
g_form.setValue('record_needs_updating', 'true');
}
}

If you want this to run whenever any of those fields changes, you’ll need to attach the same onChange script to each of them.
Alternatively, you can use an onSubmit script to check all fields at once, which is often simpler.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

OnChange client script not working

MonicaW — Wed, 01 Apr 2026 18:52:26 GMT

I'm trying to get an onChange client script to examine a group of fields and if ANY of them is blank (have them setup to auto-fill from a table), then I want a checkbox to evaluate to true. Here's what I have but it is not working. Any help/pointers are appreciated (I'm not an expert client scripter). Note, using the commented out else doesn't help either.

function onChange(control, oldValue, newValue, isLoading) {

if (isLoading || newValue == '') {

return;

}

g_form.setValue('record_needs_updating', 'false');

g_form.setValue('record_needs_updating', 'true');

// else g_form.setValue('record_needs_updating', 'false');

}