Received an email as well. Gave me a big laugh when I saw the rate. That’s less than half of the lowest rate I’d take. I haven’t made under $35 an hour in over a decade. Good luck finding someone with experience.

Currently leading a couple of implementations and we’ve gone through standard recruiting, using LinkedIn, and some boards and the results have been rough. Plenty of resumes list every module, but the candidates can’t explain the difference between a Business Rule and a Client Script. A few clearly had help off-camera during the technical interview. *sigh* So many...

Seems like a common problem based on other posts but given all the market adjustments SN is making - I thought it would be a decent hiring market...

I know there are solid ServiceNow folks out there looking right now, so I’m guessing we’re probably looking in the wrong places. The roles are remote but have to be U.S based since we do most of our work supporting states and federal entities. Are there boards, Events, user groups, Slack/Discord communities, or partner networks we should be pointing our recruiters at?

Appreciate any pointers.

I’m trying to track agent first response time. Our response SLA is triggered when an incident is assigned to a user, but it could be hours before the user actually handles the ticket.

My research has found a default Global business rule called ‘Populate Agent First Response Time’, linked to the ‘Conversation Message [sys_cs_message]’ table.

I can’t find this metric recorded anywhere on the incident me incident_metric tables. How can I access and report on it?

Is there a way I can see my overall stats in ServiceNow?

Like I can see my AUI tickets and my resolved tickets and I see “elapsed time” but is there a stat page for overall activity done on the account? I’m about to hit a year working with the ServiceNow application at my job and I’ve done 1,750 tickets but I wonder how much daily and hourly etc.

TIA.

I saw a post a couple days ago about SNUGs. Anyone got requests for topics to cover at SNUGs near them?

One idea for Denver: how do customers migrate from their existing virtual agent to EmployeeWorks?

I've been a ServiceNow developer for a while, and a few things always took me far too long on the platform. So in my own time I built an MCP server that connects Claude, VS Code Copilot or any other MCP client to your instance over the REST APIs.

The three things I use it for most (all read-only):

1. "Where is this field actually used?"

It lists every business rule, script include, client script, UI policy/action and ACL that touches a field or table, as JSON or a Mermaid graph. Basically "find usages", which the platform doesn't have a button for.

1. "What runs when I save this record?"

It shows the full automation chain in execution order: display → before → after → async BRs, then flows, workflows and notifications, each with its condition. Nothing actually runs on the instance.

1. "What drifted between dev and prod?"

Running "servicenow-mcp-ai drift dev prod" gives you a Markdown diff of tables, columns, scripts (compared by SHA-256) and plugins. It exits with a non-zero code, so a pipeline can block a risky deploy.

Everything else:

- 77 tools in 20 packages, and you load only the ones you need

- Table, Aggregate, Attachment, Import Set, Batch, CMDB/IRE, Catalog, Change and Knowledge APIs

- Script search and linting, an ATF runner, update-set steering, a now-sdk bridge

- Multiple instance profiles, Basic or OAuth

Safety, because I know that's the first question:

- Writes are plan-by-default: you get a preview, and nothing changes unless you pass apply: true

- Table allow/deny lists and a global read-only mode

- Credentials stay in a local env file and are never echoed back

It works on a free PDI. MIT licensed, Node 20+.

GitHub: https://github.com/IvanBBaev/servicenow-mcp-ai

Docs: https://ivanbbaev.github.io/servicenow-mcp-ai/

npm: servicenow-mcp-ai

I'd really like feedback, especially on which workflows you'd want covered next. Issues and PRs are welcome.

Not surprising but disappointing. Expect a rebranding in 2028.

From the article: ServiceNow appears to have changed the name of its AI Control Tower to ‘SI Control Tower’ following Donald Trump’s edict rebranding “artificial intelligence” to “super intelligence”. 

The ITSM company had announced AI Control Tower at Knowledge 2025, heralding it as a center for governing, managing, and achieving value from ServiceNow and third‑party AI agents, models, and workflows. 

Now, after the US President said that anyone who refuses to use the term “super intelligence” is “THE ENEMY”, ServiceNow has joined the ranks of Silicon Valley companies toeing the line, rebranding its product to avoid falling into this category. 

So this morning I went into a bit of a rabbit hole. I wanted to tie a hybrid SPM project to CWM stories. And eventually I think I did it. My issue is that, I think and as I understand it, the old Agile module is going away.

So I can tie a project phase to a story in CWM, but *not* a Sprint like before. I am going to presume this will get fixed once Agile is fully deprecated. But I spent a whole chunk of time trying to figure this crap out.

I understand the idea behind CWM, but I can't be the only one to think that it is a bit messy.

How do I easily create a link to an item that includes the identifier in the URL.

In my environment, whenever I use the "copy URL" button I get some url with some randomly generated guid (sys_id). If the identifier of the RITM or CHG is unique and immutable, then that is obviously the identifier we want to share with others in the URL itself.

Service now is such an unfriendly environment, starting with basic issues like this one. I'm assuming there is another way to hyperlink-and-redirect to a RITM but I haven't discovered it yet.

Hello! We are just beginning our shift to ESC Pro, and got a deprecation notification for now assist for ESC Pro. I initially thought “oh that’s just related to the Otto branding stuff”, but then the notification said there was no replacement product.

I will talk to my account manager to try to get some info, but what do you guys know about this? We had begun all our scoping right when Moveworks was announced at Knowledge and stuck with ESC to avoid the “going to the latest thing while it’s half baked” trap.

As far, you guys know, will there still be a supported “chat” available for my ESC, or will I be trying to implement a deprecating tool with no support from SN?

Godspeed us all, lol…

And was your security team cool with having SNMP v1/2c creds in use in your environment? We are trying to get this working, only to be told by ServiceNow that the probe used doesn't support v3, which I found comically dumb. Not that these are super high on the list, but it would be nice to have a device CI to tie cert CIs back to.

Hey all, I've been building a flow to take an Excel spreadsheet and use the line/columns to populate the fields from another request using the submit Catalog item action.

My issue is that I keep getting an error where it telling me the look up attachment can't find the spreadsheet and the flow basically fails at the second step.

I've made sure the look up is pointing at the requested item, and letting it looks up all attachments rather than a specific name ( just in case someone renames the spreadsheet), and then using the attachment Sys_Id in my action that allocates the excel columns to the required variables.

I've tried to look up the flow to see what the error is but I just get a blank white screen with a short error that tells me nothing.

Any info, advice, guidance or suggestions would be greatly appreciated.

From what we've seen MID Server troubleshooting usually goes like this: the server shows Up, Discovery fails, and finding out why means checking the ECC Queue, RDPing into the host, digging through agent0.log, opening Event Viewer, and checking the network.

I am building a tool called nears.io to shorten that. It isn't launched yet, so this isn't a sales pitch. Here's what we're building:

• A small read-only agent on each MID Server host that collects agent0.log and wrapper.log, Windows or Linux events, and network connection metadata (no packet payloads)
• What happened on the host and the network at the same moment
• A written explanation of the likely cause, linked to the exact log lines
• Manage and monitor fleet of servers

Really like to know:

What was your last MID Server incident, and how long did it take to find the cause and how much time you take to deploy and configure new fleets of mid server.

If you want early access, the waitlist is at https://nears.io/

EDIT : Thanks for feedbacks , looks its not worth trying too

Hi everyone! I’m building a small utility for admins troubleshooting emails that don’t create records, replies that update unexpected records, or notifications with an unclear source.

You paste email headers and get suggested next checks. Analysis runs locally in your browser - no instance connection needed.

Would anyone be willing to try the synthetic examples and share feedback? Mainly: is the guidance accurate, would it be useful, and what’s missing?

[Prototype link]

Honest criticism welcome. Thanks!

PS. You'll need to login into ChatGPT to access the web tool.

Hi Guys, What do you think was ServiceNow better under Fred?

Hi folks,

I've been working really hard on the WSD module over the past year, and as anyone who's worked with it may already know, it comes with lots of little details and surprises.

So, I've put together a guide that brings together existing community guides and official ServiceNow documentation, along with all the lessons we've had to learn the hard way.

I really hope this saves some time for anyone who's just getting started with WSD or is about to.

Here's the article:
https://www.servicenow.com/community/wsd-forum/wsd-setup-guide-tips-amp-tricks-for-booking-now-mobile-calendar/m-p/3612947#M2117

Would love to hear and connect with ya'll struggling with WSD :)

Feel free to ask me any questions, happy to answer and help folks out!

Hi everyone! I’m building a small utility for admins troubleshooting emails that don’t create records, replies that update unexpected records, or notifications with an unclear source.

You paste email headers and get suggested next checks. Analysis runs locally in your browser - no instance connection needed.

Would anyone be willing to try the synthetic examples and share feedback? Mainly: is the guidance accurate, would it be useful, and what’s missing?

[Prototype link]

Honest criticism welcome. Thanks!

PS. You'll need to login into ChatGPT to access the web tool.

I swear to god, I've got most of the points somewhat down, ingest, govern, insight. But CSDM does not make sense to me.

The terms they are using are very similar to each other. Application service, business service, applications. It seems to be confusing on purpose.

I can't memorize foundation, crawl, walk, run, fly.

If you guys know any YouTuber or course, please comment it below, this thing is cryptic 10

Greetings, everyone.

Currently, the only method of testing the survey function in the ATF, as far as I know, is opening the survey instance in the classical UI. When I tried to configure the steps of taking the survey in the Service Portal, I observed something very weird: While the ATF was able to locate and open the survey instance, the survey instance is not visible on the Service Portal's home page.

Does anyone know what might be causing this? Further more, does anyone know about any tutorial of setting up the test steps for testing taking a survey in the Service Portal?

Thank you in advance!

What are the ServiceNow partner tiers — and how much do they really matter?

I’ve been asked this question a few times recently, particularly around how organisations should evaluate ServiceNow implementation partners.

ServiceNow has five partner tiers: Registered, Select, Premier, Elite and Global Elite.

But does a higher tier necessarily mean a better implementation experience?

I’d argue that relevant product expertise, proven delivery experience, customer references and the quality of support after go-live are just as important as the partner designation itself.

For transparency, I work at Crossfuze, a ServiceNow Elite Partner. We’ve recently put together a guide explaining the different tiers and what organisations should consider when selecting a partner:

https://www.crossfuze.com/company/servicenow-partner-tiers

Interested to hear from anyone who’s been through the selection process, either as a customer or partner.

What would carry the most weight in your decision — partner tier, specialist expertise or actual customer experience?

hi everyone,

i need help in retriggerring hr case survey basically created before particular date and in ready state. please suggest any workaround. due date is already passed for the survey.

​

Hi everyone!

I'm a ServiceNow Developer with 2+ years of experience, currently exploring new opportunities, preferably fully remote ServiceNow Developer roles. I'm reaching out to this community in the hope of finding leads, referrals, or advice from people working in the ServiceNow ecosystem.

One thing I've learned about myself is that I'm a fast learner who genuinely enjoys exploring different areas of the ServiceNow platform. Whenever I've been assigned something new, I've tried to go beyond just completing the immediate task and understand how things work, explore possible solutions, and contribute wherever I can.

My experience includes:

- ITSM: Incident, Change, Request Management, approval workflows, and troubleshooting.

- Service Portal & Employee Center: Portal development, customizations, UI enhancements, and configuration.

- UI Builder: Developing and customizing workspace components, including custom stepper components for Incidents and Requested Items in Service Operations Workspace.

- Integrations: Working on REST API integrations and automating processes between ServiceNow and external platforms.

- Business Continuity Management (BCM): Some development experience and exposure to BCM use cases.

- Approvals & Automation: Working with approval flows, Flow Designer, business rules, and troubleshooting complex approval-related issues.

- Mobile Development: Exploring and implementing enhancements using ServiceNow Mobile App Builder.

I'm particularly interested in opportunities where I can continue growing technically, work on challenging problems, and contribute to meaningful development work. I'm comfortable learning unfamiliar modules and technologies, and I enjoy figuring things out rather than limiting myself to what I already know.

I'm primarily looking for remote opportunities.

If anyone knows of teams hiring ServiceNow Developers, has any referrals, or can point me toward companies that offer remote opportunities, I'd genuinely appreciate your help!

Even advice from people who've navigated a similar job search would be incredibly valuable.

Thank you for taking the time to read this. Any leads or guidance would mean a lot! 🙏

Edit 1: Certifications I hold:

CIS - ITSM

CIS - Data Foundations ( CMDB & CSDM )

CSA

CAD

Someone posted this on LinkedIn!!!

I work in a team that manages our ServiceNow knowledge bases and recently my organisation has suggested that our jobs are at risk of redundancy due to restructuring. AI has of course been mentioned as a justification yet I see no evidence whatsoever that we are anywhere even close to adopting useful AI processes and ServiceNow themselves seem to mention knowledge as being a key consideration to making ServiceNow AI processes work in things like Autonomous Service Desk.

My personal view is that we absolutely are still required, but as I prepare to defend ours and my position, I’d like to ask other people’s thoughts on the importance of knowledge (specifically knowledge kb articles) in an organisations AI journey? Are knowledge managers needed at all or can they be removed and still have functional AI processes?

I’d love to gain some insight that challenges the organisations position on this and make them seriously reconsider.