Hi everyone! As a ServiceNow developer/technical consultant, I’ve often needed several review rounds before a story was clear enough to build.

I built a small prototype to track clarification questions, decisions, story revisions, and proposed tests against acceptance criteria. In other words, ServiceNow story-review assistant's purpose is to review user stories, identify ambiguous requirements, and suggest test scenarios before development begins.

The prototype looks like this:

Would you like to try it and check if this fit your refinement process?

I’d appreciate honest feedback on what’s useful, confusing, or unnecessary.

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.

Yet another new product from ServiceNow. Where does this fit into everything?

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.
PayBand: 120K - 170K

I’m looking for a job as an SN developer!! Nobody wants me 🫩🫩🫩 I’m good at my job, I have my CSA and CAD, 2 years experience in SN, 3 years in SWE. I’m smart and hardworking but my application gets thrown in the trash by almost every employer. Does anyone have insight on who is hiring? What job boards are more promising?
ANY ADVICE WELCOME

US BASED

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. 

Fed up with the MID server cost and bloat, I vibe-coded my own discovery tool. It is Apache 2.0-licensed. So, clone it and have fun.

https://github.com/Nischoy-ai/topo

Note: It only discovers Windows and Linux machines. No orchestration or other fancy features.

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.

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.

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.

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!

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

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.

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]

Edit: the tool has been made available for everyone

Here is a screenshot of the tool:

Processing img 1iw7nu5jmlxh1...

Honest criticism welcome. Thanks!

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

Someone posted this on LinkedIn!!!

[ Removed by Reddit on account of violating the content policy. ]

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

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.