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Table of contents
  • Extend ServiceNow AI Platform capabilities
    • Configuration Management
      • Configuration Management Database (CMDB)
        • Exploring CMDB
          • Overview of CMDB
          • CMDB tables descriptions
          • CMDB schema model
            • Configuration Item [cmdb_ci] class
            • Hardware [cmdb_ci_hardware] class
            • Computer [cmdb_ci_computer] class
            • Server [cmdb_ci_server] class
            • CMDB Workspace store app
              • Explore CMDB Workspace
                • Home view in CMDB Workspace
                  • Cloud vs Non-cloud resources
                • My Work view in CMDB Workspace
                • CMDB 360 view in CMDB Workspace
                • Insights view in CMDB Workspace
                • Management view in CMDB Workspace
                • Configuration identifiers framework
              • Configure CMDB Workspace
                • Set up CMDB Workspace
                • Modify important actions on the Home view of CMDB Workspace
                • Add a quick link to the Home view of CMDB Workspace
                • Configure datacenters for the Cloud vs Non-cloud resources chart
                • Configure CI classes for the Cloud vs Non-cloud resources chart
                • Request additional attributes for a new CI being created in a workspace
                • Limit the class list for a new CI being created in a workspace
              • Create a CI manually in CMDB Workspace
              • Resume a disabled scheduled job for the Cloud vs Non-cloud resources chart
              • Edit a related table from CMDB performance insights
              • Edit a data source from CMDB performance insights
              • Edit a scheduled data import from CMDB performance insights
              • CMDB Workspace reference
                • Class-specific criteria for the Cloud vs Non-cloud resources chart
                • Components installed with CMDB Workspace
            • API Insights
              • Exploring API Insights
              • Configuring API Insights
                • Configuring installation
                  • Install API Insights
                  • Assign roles
                • Configuring settings to manage API data and imports
                  • Configure data model recommendation settings
                  • Configure instance API import settings
                • Configuring settings to organize APIs
                  • Configure flows
                  • Configure settings to manage APIs
              • Monitoring and analyzing API data
              • Managing API data
                • View all APIs
                • Search for an API or API component
                • Compare APIs
                • Connect to an API creation tool
                • Request access to an API
                • Identify and resolve API data gaps
                • Manage your team's API data
                • View API details
                • Manage application service relationships
              • Managing API access requests
                • Manage requests received for API access in API Insights
                • Manage requests sent for API access in API Insights
              • Optimizing clustering recommendations
                • View API clustering recommendations
                • Accept clustering recommendation
              • Managing API data connections
                • View API data connections overview
                • Monitor connection configuration progress
                  • View an API data connection
                  • Create an API data connection
                  • Explore connectors for API data
              • API Insights reference
                • Components installed with API Insights
                • Properties
                • Domain separation and API Insights
            • CMDB Identification and Reconciliation (IRE)
              • Exploring CMDB Identification and Reconciliation
                • Components and process of Identification and Reconciliation
                  • Identification and Reconciliation engine (IRE)
              • Configuring CMDB Identification and Reconciliation
                • Identification rules
                  • Create a CI identification rule
                  • Create an identification inclusion rule
                  • General guidelines for using CMDB Identification
                • Reconciliation rules
                  • Create a CI reconciliation rule
                  • Create a data refresh rule
                • Configure CI reclassification during IRE processing
                • Create an IRE data source rule
                • CMDB dependent relationship rules
                  • Create dependent relationship rules
              • Applying CI Identification and Reconciliation to Import Sets
              • Detecting duplicate CIs
              • Generating and simulating payload execution using identification simulation
              • View a reclassification task
              • IRE support for non-CMDB tables
                • Create an identification rule for a non-CMDB table
                • Create a reconciliation rule for a non-CMDB table
                • Create a data refresh rule for a non-CMDB table
                • Create an identification inclusion rule for a non-CMDB table
                • Create an IRE data source rule for non-CMDB tables
              • CMDB Identification and Reconciliation reference
                • Domain separation and CMDB Identification and Reconciliation
                • Properties for Identification and Reconciliation
                • IRE error messages
                • Components installed with Identification and Reconciliation
            • Populating the CMDB
            • Backing up CMDB data
            • CMDB 360/Multisource CMDB
              • CMDB 360 experience in CMDB Workspace
                • Configure the CMDB 360 dashboard
                • Create a CMDB 360 Get Records query
                • Create a CMDB 360 Find Gap query
                • Create a CMDB 360 Compare Attribute Values query
                • Schedule a CMDB 360 query for a report
              • Exclude classes from CMDB 360
              • Recompute CI attribute values
              • Multisource Report Builder (legacy)
              • Components related to CMDB 360
            • CMDB data management
              • Working with CMDB Data Manager
              • CMDB Data Manager experience in CMDB Workspace
                • Administer Data Manager in CMDB Workspace
                  • Get started with CMDB Data Manager in CMDB Workspace
                  • Manage retirement definitions for CMDB Data Manager
                  • Manage exclusion lists for CMDB Data Manager in CMDB Workspace
                  • Create a CMDB Data Manager policy in CMDB Workspace
                  • Publish a draft Data Manager policy in CMDB Workspace
                  • View CMDB Data Manager policies in CMDB Workspace
                  • View CMDB Data Manager analytics in CMDB Workspace
                • Review CMDB Data Manager tasks in CMDB Workspace
              • CMDB Data Manager (Core UI)
                • Create a CMDB Data Manager policy (in Core UI)
                • Approve or reject a CMDB Data Manager task (in Core UI)
                • Edit and activate a retirement definition (in Core UI)
                • Manage exclusion lists of CMDB Data Manager (in Core UI)
              • Retirement definitions
              • Duplicate CIs remediation
                • CI de-duplication experience in CMDB Workspace
                  • Create a de-duplication template
                  • Run a template to remediate de-duplication tasks
                  • Remediate a single de-duplication task
                  • Publish or unpublish a de-duplication template
                  • Schedule a de-duplication template
                  • Retire a de-duplication template
                • Review de-duplication tasks (legacy)
                • Remediate a de-duplication task (legacy)
                • Manually create a de-duplication task
                • Manage default related items list
                • Properties related to remediation of duplicate CIs
                • Components installed for duplicate CI remediation
              • CIs attestation
                • Review attestation tasks in CMDB Workspace
              • Data Certification
                • Data Certification experience in CMDB Workspace
                  • Convert legacy certification schedules into Data Manager Certification policies
                  • Review certification tasks in CMDB Workspace
                  • Review failed certification tasks in CMDB Workspace
                • Data Certification on Core UI
                  • Activate Data Certification
                    • Installed With Data Certification
                  • Certification schedules
                  • Certification tasks
                  • Certification elements
                  • Certification instances
                  • Certification audit instances
                  • Certification audit definition
                  • Data Certification Overview module
                    • Use the Data Certification Overview module
                  • Data Certification planning
                    • Create a certification filter
                    • Define a certification schedule
                    • Preview a certification task
                    • Use a certification schedule notification
                    • Define and create a certification audit
                    • Track a certification audit instance
                  • Data certification performance
                    • View and resolve certification tasks
                    • Certify an element
                      • View an audit result
                    • Export the certification list
                    • Reset certifications
                    • Track a task with a certification instance
                    • Cancel a certification instance
                    • Track a certification task
                    • Escalate a certification task
                    • Escalate a certification task from the certification task list
                  • Reassign a certification task
                  • Send certification task reminders
                    • Send an email reminder from the certification task form
                    • Send an email reminder from the certification task list
                  • Mark a certification task as closed incomplete
                  • Certification tasks cancellation
                    • Cancel an individual task
                    • Cancel all tasks in an instance
                  • Domain separation and Data Certification
              • Components related to CMDB Data Manager
            • CMDB groups
            • CMDB Compliance
              • Compliance Activation
              • Installed with Compliance
              • Compliance Overview module
              • Architecture Compliance
                • Architecture Compliance Overview module
              • Desired State
                • Desired State Overview module
                • Desired State reporting
              • Certification audits
                • Create a compliance audit
                • Copy an audit
                • Schedule and run an audit
                • Certification audit results
                  • View an audit result
                  • Delete an audit result
                  • View an audit result in the Compliance view
                • Results preview
                • Health windows
              • Certification filters
                • Compliance filter
                • Create a filter
                • Copy a filter
                • Delete a certification filter
                • Manage a filter version in a form
              • Certification follow-on tasks
              • Certification templates
                • Create or edit a certification template
                • Clone a Certification template
                • Manage Certification template versions
                • Delete a Certification template
              • Scripted audits
                • Create a scripted audit
                • Script methods
            • Managing proposed changes
            • Intelligent Search for CMDB
            • Unified Map
              • Configuring Unified Map — Admin settings
                • Configure how many nodes can appear on a map
                • Configure the default or maximum number of levels on maps
                • Configure endpoint deduplication on maps
                • Configure which CIs appear on the map based on life cycle stage value
                • Configure how to display related items on the map
                • Configure which attributes to display in the Unified Map Attributes panel
                • Configure how to display connections to a referenced class on the map
                • Configure which relationship layers should appear on the map for a class
              • Controlling Unified Map contents and appearance
              • Editing maps in Unified Map
                • Use the map editor to add a CI to a map
                • Create or modify a connection using the map editor
                • Delete a connection using the map editor
                • Use the map editor to delete all connections to and from a CI
              • Filter a map by layer types, CI classes, or relationship types
                • Save your custom filter settings as a user preset
                • product/configuration-management/task/unified-map-manage-shared-preset.html
              • View a summary of map contents on the Overview panel
              • View the attributes of a CI or a relationship
              • View service instances for a CI
                • Service Mapping data that appears on maps
              • View related items for a CI
                • Configure the Related items panel
              • Viewing related items on the Unified Map timeline
              • View historical changes for a CI
            • Dependency Views
              • Supported browsers for Dependency Views
              • Domain separation and Dependency Views
              • Dependency Views map
              • Dependency Views map menus and controls
              • Cluster nodes in a Dependency Views map
              • Virtual grouping of nodes in a Dependency Views map
              • Use Dependency Views
                • View a Dependency Views map
                • Save or load a Dependency Views map
                • Delete a saved Dependency Views map view
                • Change the layout of Dependency Views map
                • Filter the view of a Dependency Views map
                • View metrics for CIs in a Dependency Views map
                • Perform actions on nodes in a Dependency Views map
                • Export a Dependency Views map
                • View collapsed nodes in a Dependency Views map
              • Administer Dependency Views
                • Create or modify map indicators
                • Create or modify map icons
                • Create a predefined filter
                • Set a predefined filter as default
                • Create or modify Map Related Items
                • Create or modify Dependency Views menu actions
                • Condition and script parameters for menu actions
                • Create or edit a dependency type
              • Properties for Dependency Views
              • Components installed with Dependency Views
            • CMDB Query Builder
              • Exploring CMDB Query Builder
              • Configuring CMDB Query Builder
                • Configure CMDB Query Builder settings
                • Configure the relationships to query on
                • Batch size for CMDB Query Builder queries
              • Navigation in CMDB Query Builder
              • Build a CMDB query using the CMDB Query Builder
              • Build a Service Mapping query using the CMDB Query Builder
              • Run a partial CMDB query
              • Delete a CMDB query
              • Create a report in CMDB Query Builder
                • Create a basic report
                • Create a dynamic report
              • Search for a saved query
              • Schedule a CMDB query
              • Export and import a CMDB query
                • Export and import a query as an update set
              • CMDB Query Builder reference
                • Domain separation and CMDB Query Builder
                • Property settings for CMDB Query Builder
                • Example queries
                  • CMDB query example — servers connected to database
                  • CMDB query example — critical application services
                  • CMDB query example — application services with incident or change
                  • CMDB query example — hardware with Windows installed
                  • Service Mapping query example — Linux servers in services
            • Monitor system foundations in the CSDM and the CMDB Data Foundations Dashboards
              • CMDB Data Foundations dashboard
              • CSDM Data Foundations dashboard
            • CMDB Health
              • Explore CMDB Health
                • Overview of CMDB Health
                • CMDB Health KPIs and metrics
              • Set up and configure CMDB Health
                • Configure KPI and metrics preferences
                • Set a CI attribute to be mandatory
                • Set a CI field to be recommended
                • Create a CMDB Health orphan rule
                • Create a CMDB Health staleness rule
                • Create health inclusion rule
                • Configure aggregation weights for CMDB Health score calculations
                • CMDB Health system properties
                • Enable and configure a CMDB Health Dashboard job
              • CMDB Health experience in CMDB Workspace
              • View CMDB Health dashboard
              • View relationships health
              • View CI health
              • Create a CMDB remediation rule
                • Apply CMDB remediation
              • CMDB Health process tracking
                • CMDB Health process status: failure threshold reached
                • CMDB Health process status: incomplete score
              • CMDB Health reference
                • Domain separation in CMDB Health
                • Components installed with CMDB Health
            • CI Class Manager
            • CMDB CI Lifecycle Management (legacy)
              • Get started with CI Lifecycle Management
              • Lifecycle management APIs
              • Components installed by CI Lifecycle Management
              • Activate the CI Lifecycle Management scheduled job
              • Define a CI action
              • Define compatible CI actions
              • Define a not-allowed CI action
              • Set priority for an operational state
              • Define a non-allowed operational transition
            • View CMDB benchmarks
            • Useful related lists in CI forms
            • Platform Analytics Solution for Configuration Management (CMDB)
            • Now Assist for Configuration Management Database (CMDB)
              • Exploring Now Assist for Configuration Management Database (CMDB)
                • Supporting information for Now Assist for CMDB
              • Configuring Now Assist for Configuration Management Database (CMDB)
                • Install Now Assist for Service Graph Connectors (SGC)
                • Configure Now Assist for Configuration Management Database (CMDB)
                • Property settings for Now Assist for CMDB agentic workflows
                • Configure the CI summarization skill
                • Enable a Now Assist for Service Graph Connectors (SGC) skill
                • Integrating Now Assist for Service Graph Connectors (SGC) with SGC Central
              • Using Now Assist for CMDB
                • Use Now Assist to diagnose a Service Graph Connector issue
                • Use the Now Assist manage duplicate CIs skill
                • CI creator agentic workflow
                • CMDB governance agentic workflow
                • CMDB search agentic workflow
                • Use the Now Assist CI summarizer AI agent
            • CMDB reference
              • Domain separation and Configuration Management Database (CMDB)
              • List of classes added by the CMDB CI Class Models app
              • CMDB APIs (CMDB SDK)
              • Quick start tests for Configuration Management Database (CMDB)
              • CMDB glossary
          • CMDB classifications and class dependency
            • Dependent CIs management
            • CMDB record types
            • Related Lists of CI components
              • Teams related list
            • Create a CI class
            • Reclassify a CI
            • Delete CIs
            • View and edit class definitions and metadata
            • Update the list of classes in the Principal Class filter
          • CI relationships in the CMDB
            • Suggested class relationships
            • Add a suggested relationship
            • Relationship governance rules
            • CI relations formatter
              • Domain separation and the relations formatter and the CI relationship editor
              • Create or edit a relationship filter
              • Exclude relationships from the relations formatter view
              • Legacy CI relations formatter
            • CI relationship editor
              • Create or edit a CI relationship
              • Delete a CI relationship
              • Legacy CI relationship builder
            • Relation qualifier
            • CI relationship security
            • Create a CI relation rollup
          • CMDB CI Class Models
            • Install the CMDB CI Class Models app
            • API extension classes
              • Unmatched API extension classes
            • Avi load balancer extension classes
            • BYOL model of RDS for Oracle extension classes
            • Cassandra extension classes
            • DNS resource record classes
            • Firewall extension classes
            • IBM Hardware Management Console (HMC) extension classes
            • Internet of Things (IoT) extension classes
            • Kong extension classes
            • Kubernetes extension classes
            • Network Intrusion Detection System (NIDS) CI extension class
            • Network Inventory (NI) extension classes
            • Nutanix extension classes
            • OpenStack extension classes
            • Operational Technology (OT) extension classes
            • Red Hat Virtualization (RHV) extension classes
            • Transport Layer Security (TLS) extension classes
            • VMware NSX load balancer extension classes
            • Extend classes and rules
          • Baseline CMDB
          • CMDB Workspace store app
            • Explore CMDB Workspace
              • Home view in CMDB Workspace
                • Cloud vs Non-cloud resources
              • My Work view in CMDB Workspace
              • CMDB 360 view in CMDB Workspace
              • Insights view in CMDB Workspace
              • Management view in CMDB Workspace
              • Configuration identifiers framework
            • Configure CMDB Workspace
              • Set up CMDB Workspace
              • Modify important actions on the Home view of CMDB Workspace
              • Add a quick link to the Home view of CMDB Workspace
              • Configure datacenters for the Cloud vs Non-cloud resources chart
              • Configure CI classes for the Cloud vs Non-cloud resources chart
              • Request additional attributes for a new CI being created in a workspace
              • Limit the class list for a new CI being created in a workspace
            • Create a CI manually in CMDB Workspace
            • Resume a disabled scheduled job for the Cloud vs Non-cloud resources chart
            • Edit a related table from CMDB performance insights
            • Edit a data source from CMDB performance insights
            • Edit a scheduled data import from CMDB performance insights
            • CMDB Workspace reference
              • Class-specific criteria for the Cloud vs Non-cloud resources chart
              • Components installed with CMDB Workspace
          • API Insights
            • Exploring API Insights
            • Configuring API Insights
              • Configuring installation
                • Install API Insights
                • Assign roles
              • Configuring settings to manage API data and imports
                • Configure data model recommendation settings
                • Configure instance API import settings
              • Configuring settings to organize APIs
                • Configure flows
                • Configure settings to manage APIs
            • Monitoring and analyzing API data
            • Managing API data
              • View all APIs
              • Search for an API or API component
              • Compare APIs
              • Connect to an API creation tool
              • Request access to an API
              • Identify and resolve API data gaps
              • Manage your team's API data
              • View API details
              • Manage application service relationships
            • Managing API access requests
              • Manage requests received for API access in API Insights
              • Manage requests sent for API access in API Insights
            • Optimizing clustering recommendations
              • View API clustering recommendations
              • Accept clustering recommendation
            • Managing API data connections
              • View API data connections overview
              • Monitor connection configuration progress
                • View an API data connection
                • Create an API data connection
                • Explore connectors for API data
            • API Insights reference
              • Components installed with API Insights
              • Properties
              • Domain separation and API Insights
          • CMDB Identification and Reconciliation (IRE)
            • Exploring CMDB Identification and Reconciliation
              • Components and process of Identification and Reconciliation
                • Identification and Reconciliation engine (IRE)
            • Configuring CMDB Identification and Reconciliation
              • Identification rules
                • Create a CI identification rule
                • Create an identification inclusion rule
                • General guidelines for using CMDB Identification
              • Reconciliation rules
                • Create a CI reconciliation rule
                • Create a data refresh rule
              • Configure CI reclassification during IRE processing
              • Create an IRE data source rule
              • CMDB dependent relationship rules
                • Create dependent relationship rules
            • Applying CI Identification and Reconciliation to Import Sets
            • Detecting duplicate CIs
            • Generating and simulating payload execution using identification simulation
            • View a reclassification task
            • IRE support for non-CMDB tables
              • Create an identification rule for a non-CMDB table
              • Create a reconciliation rule for a non-CMDB table
              • Create a data refresh rule for a non-CMDB table
              • Create an identification inclusion rule for a non-CMDB table
              • Create an IRE data source rule for non-CMDB tables
            • CMDB Identification and Reconciliation reference
              • Domain separation and CMDB Identification and Reconciliation
              • Properties for Identification and Reconciliation
              • IRE error messages
              • Components installed with Identification and Reconciliation
          • Populating the CMDB
          • Backing up CMDB data
          • CMDB 360/Multisource CMDB
            • CMDB 360 experience in CMDB Workspace
              • Configure the CMDB 360 dashboard
              • Create a CMDB 360 Get Records query
              • Create a CMDB 360 Find Gap query
              • Create a CMDB 360 Compare Attribute Values query
              • Schedule a CMDB 360 query for a report
            • Exclude classes from CMDB 360
            • Recompute CI attribute values
            • Multisource Report Builder (legacy)
            • Components related to CMDB 360
          • CMDB data management
            • Working with CMDB Data Manager
            • CMDB Data Manager experience in CMDB Workspace
              • Administer Data Manager in CMDB Workspace
                • Get started with CMDB Data Manager in CMDB Workspace
                • Manage retirement definitions for CMDB Data Manager
                • Manage exclusion lists for CMDB Data Manager in CMDB Workspace
                • Create a CMDB Data Manager policy in CMDB Workspace
                • Publish a draft Data Manager policy in CMDB Workspace
                • View CMDB Data Manager policies in CMDB Workspace
                • View CMDB Data Manager analytics in CMDB Workspace
              • Review CMDB Data Manager tasks in CMDB Workspace
            • CMDB Data Manager (Core UI)
              • Create a CMDB Data Manager policy (in Core UI)
              • Approve or reject a CMDB Data Manager task (in Core UI)
              • Edit and activate a retirement definition (in Core UI)
              • Manage exclusion lists of CMDB Data Manager (in Core UI)
            • Retirement definitions
            • Duplicate CIs remediation
              • CI de-duplication experience in CMDB Workspace
                • Create a de-duplication template
                • Run a template to remediate de-duplication tasks
                • Remediate a single de-duplication task
                • Publish or unpublish a de-duplication template
                • Schedule a de-duplication template
                • Retire a de-duplication template
              • Review de-duplication tasks (legacy)
              • Remediate a de-duplication task (legacy)
              • Manually create a de-duplication task
              • Manage default related items list
              • Properties related to remediation of duplicate CIs
              • Components installed for duplicate CI remediation
            • CIs attestation
              • Review attestation tasks in CMDB Workspace
            • Data Certification
              • Data Certification experience in CMDB Workspace
                • Convert legacy certification schedules into Data Manager Certification policies
                • Review certification tasks in CMDB Workspace
                • Review failed certification tasks in CMDB Workspace
              • Data Certification on Core UI
                • Activate Data Certification
                  • Installed With Data Certification
                • Certification schedules
                • Certification tasks
                • Certification elements
                • Certification instances
                • Certification audit instances
                • Certification audit definition
                • Data Certification Overview module
                  • Use the Data Certification Overview module
                • Data Certification planning
                  • Create a certification filter
                  • Define a certification schedule
                  • Preview a certification task
                  • Use a certification schedule notification
                  • Define and create a certification audit
                  • Track a certification audit instance
                • Data certification performance
                  • View and resolve certification tasks
                  • Certify an element
                    • View an audit result
                  • Export the certification list
                  • Reset certifications
                  • Track a task with a certification instance
                  • Cancel a certification instance
                  • Track a certification task
                  • Escalate a certification task
                  • Escalate a certification task from the certification task list
                • Reassign a certification task
                • Send certification task reminders
                  • Send an email reminder from the certification task form
                  • Send an email reminder from the certification task list
                • Mark a certification task as closed incomplete
                • Certification tasks cancellation
                  • Cancel an individual task
                  • Cancel all tasks in an instance
                • Domain separation and Data Certification
            • Components related to CMDB Data Manager
          • CMDB groups
          • CMDB Compliance
            • Compliance Activation
            • Installed with Compliance
            • Compliance Overview module
            • Architecture Compliance
              • Architecture Compliance Overview module
            • Desired State
              • Desired State Overview module
              • Desired State reporting
            • Certification audits
              • Create a compliance audit
              • Copy an audit
              • Schedule and run an audit
              • Certification audit results
                • View an audit result
                • Delete an audit result
                • View an audit result in the Compliance view
              • Results preview
              • Health windows
            • Certification filters
              • Compliance filter
              • Create a filter
              • Copy a filter
              • Delete a certification filter
              • Manage a filter version in a form
            • Certification follow-on tasks
            • Certification templates
              • Create or edit a certification template
              • Clone a Certification template
              • Manage Certification template versions
              • Delete a Certification template
            • Scripted audits
              • Create a scripted audit
              • Script methods
          • Managing proposed changes
          • Intelligent Search for CMDB
          • Unified Map
            • Configuring Unified Map — Admin settings
              • Configure how many nodes can appear on a map
              • Configure the default or maximum number of levels on maps
              • Configure endpoint deduplication on maps
              • Configure which CIs appear on the map based on life cycle stage value
              • Configure how to display related items on the map
              • Configure which attributes to display in the Unified Map Attributes panel
              • Configure how to display connections to a referenced class on the map
              • Configure which relationship layers should appear on the map for a class
            • Controlling Unified Map contents and appearance
            • Editing maps in Unified Map
              • Use the map editor to add a CI to a map
              • Create or modify a connection using the map editor
              • Delete a connection using the map editor
              • Use the map editor to delete all connections to and from a CI
            • Filter a map by layer types, CI classes, or relationship types
              • Save your custom filter settings as a user preset
              • product/configuration-management/task/unified-map-manage-shared-preset.html
            • View a summary of map contents on the Overview panel
            • View the attributes of a CI or a relationship
            • View service instances for a CI
              • Service Mapping data that appears on maps
            • View related items for a CI
              • Configure the Related items panel
            • Viewing related items on the Unified Map timeline
            • View historical changes for a CI
          • Dependency Views
            • Supported browsers for Dependency Views
            • Domain separation and Dependency Views
            • Dependency Views map
            • Dependency Views map menus and controls
            • Cluster nodes in a Dependency Views map
            • Virtual grouping of nodes in a Dependency Views map
            • Use Dependency Views
              • View a Dependency Views map
              • Save or load a Dependency Views map
              • Delete a saved Dependency Views map view
              • Change the layout of Dependency Views map
              • Filter the view of a Dependency Views map
              • View metrics for CIs in a Dependency Views map
              • Perform actions on nodes in a Dependency Views map
              • Export a Dependency Views map
              • View collapsed nodes in a Dependency Views map
            • Administer Dependency Views
              • Create or modify map indicators
              • Create or modify map icons
              • Create a predefined filter
              • Set a predefined filter as default
              • Create or modify Map Related Items
              • Create or modify Dependency Views menu actions
              • Condition and script parameters for menu actions
              • Create or edit a dependency type
            • Properties for Dependency Views
            • Components installed with Dependency Views
          • CMDB Query Builder
            • Exploring CMDB Query Builder
            • Configuring CMDB Query Builder
              • Configure CMDB Query Builder settings
              • Configure the relationships to query on
              • Batch size for CMDB Query Builder queries
            • Navigation in CMDB Query Builder
            • Build a CMDB query using the CMDB Query Builder
            • Build a Service Mapping query using the CMDB Query Builder
            • Run a partial CMDB query
            • Delete a CMDB query
            • Create a report in CMDB Query Builder
              • Create a basic report
              • Create a dynamic report
            • Search for a saved query
            • Schedule a CMDB query
            • Export and import a CMDB query
              • Export and import a query as an update set
            • CMDB Query Builder reference
              • Domain separation and CMDB Query Builder
              • Property settings for CMDB Query Builder
              • Example queries
                • CMDB query example — servers connected to database
                • CMDB query example — critical application services
                • CMDB query example — application services with incident or change
                • CMDB query example — hardware with Windows installed
                • Service Mapping query example — Linux servers in services
          • Monitor system foundations in the CSDM and the CMDB Data Foundations Dashboards
            • CMDB Data Foundations dashboard
            • CSDM Data Foundations dashboard
          • CMDB Health
            • Explore CMDB Health
              • Overview of CMDB Health
              • CMDB Health KPIs and metrics
            • Set up and configure CMDB Health
              • Configure KPI and metrics preferences
              • Set a CI attribute to be mandatory
              • Set a CI field to be recommended
              • Create a CMDB Health orphan rule
              • Create a CMDB Health staleness rule
              • Create health inclusion rule
              • Configure aggregation weights for CMDB Health score calculations
              • CMDB Health system properties
              • Enable and configure a CMDB Health Dashboard job
            • CMDB Health experience in CMDB Workspace
            • View CMDB Health dashboard
            • View relationships health
            • View CI health
            • Create a CMDB remediation rule
              • Apply CMDB remediation
            • CMDB Health process tracking
              • CMDB Health process status: failure threshold reached
              • CMDB Health process status: incomplete score
            • CMDB Health reference
              • Domain separation in CMDB Health
              • Components installed with CMDB Health
          • CI Class Manager
          • CMDB CI Lifecycle Management (legacy)
            • Get started with CI Lifecycle Management
            • Lifecycle management APIs
            • Components installed by CI Lifecycle Management
            • Activate the CI Lifecycle Management scheduled job
            • Define a CI action
            • Define compatible CI actions
            • Define a not-allowed CI action
            • Set priority for an operational state
            • Define a non-allowed operational transition
          • View CMDB benchmarks
          • Useful related lists in CI forms
          • Platform Analytics Solution for Configuration Management (CMDB)
          • CMDB reference
            • Domain separation and Configuration Management Database (CMDB)
            • List of classes added by the CMDB CI Class Models app
            • CMDB APIs (CMDB SDK)
            • Quick start tests for Configuration Management Database (CMDB)
            • CMDB glossary
      • Common Service Data Model
        • Exploring the CSDM framework
          • Common Service Data Model — conceptual model
            • Foundation domain in the CSDM framework
            • Design domain in the CSDM framework
            • Build domain in the CSDM framework
            • Manage Technology Management Services domain in the CSDM framework
            • Sell/Consume domain in the CSDM framework
            • Manage Portfolio domain in the CSDM framework
        • Implementing the CSDM framework in stages
          • Activate the CSDM plugin
          • Configure the CSDM Data Foundations dashboard
          • Migrate and sync existing data to the CSDM framework
            • Assistance with the CSDM life-cycle sync process
          • Enabling CSDM life-cycle sync between asset and CI to support product instance
          • CSDM implementation stages — Foundation
          • CSDM implementation stages — Crawl
          • CSDM implementation stages — Walk
          • CSDM implementation stages — Run
          • CSDM implementation stages — Fly
        • Managing the CSDM framework
          • CSDM Data Foundations dashboard
            • Auto-generate product models for logical CIs
          • Specifying attributes and relationships for service instances
          • Monitoring and managing service instances
          • Matching the usage of dynamic CI groups to service type
            • Synchronizing group assignment attributes
            • Set the group for a CI or an entire class of CIs
            • Synchronize user groups for a technology management offering
        • Applying CSDM guidelines to your product — product views
          • Problem Management product view
            • Problem Management and CSDM tables
            • Problem Management use case
            • Problem Management considerations
        • CSDM reference
          • CSDM glossary
          • CSDM life-cycle terms
          • How CSDM concepts map to CMDB tables
          • CI relationships in the CSDM
          • Life cycle value definitions for product entities
          • Life cycle value definitions for tangible/physical entities
          • Life cycle value definitions for intangible/logical entities
          • Life cycle value definitions for document and contract entities
          • Life cycle value definitions for location entities
          • How life-cycle values for Asset, CI, and IBI are synced
          • 'Foundation' stage reports on the CSDM Data Foundations dashboard
          • 'Crawl' stage reports on the CSDM Data Foundations dashboard
          • 'Walk' stage reports on the CSDM Data Foundations dashboard
          • 'Run' stage reports on the CSDM Data Foundations dashboard
          • 'Fly' stage reports on the CSDM Data Foundations dashboard
          • Document life cycle
          • Hardware life cycle
          • Location life cycle
          • Logical life cycle
          • Product life cycle
          • Life cycle mapping form
      • Application services
        • Create an application service
          • Populate application services using top-down discovery
          • Populate an application service using the Dynamic CI Group method
          • Populate application services using tags
          • Populate an application service using the Manual method
          • Populate an application service using the Dynamic Service method
        • Monitor the health of application services on the Application Services dashboard
        • Modify the attributes and relationships required for application services
        • Convert business services to application services
        • Convert legacy manual services into dynamic application services
        • Manually add CIs to an application service
        • Manually update an application service with changes from the CMDB
        • Link application services
        • Group application services
        • Control user access to application services
        • View an application service map in base system
        • View CI attributes in an application service map in classic Service Mapping
        • View the change history of application services in classic Service Mapping
        • Compare two versions of an application service in classic Service Mapping
        • Use application services APIs
        • Components installed with application services
      • Integrating third-party data into CMDB
        • Integration Commons for CMDB
          • CMDB Integrations Dashboard
          • Operation types
          • Template scripts
          • Configuring ADM adapter
          • Accessing connection details
          • Managing CMDB data deletion
          • Partition size computation
          • Quick start tests
        • IntegrationHub ETL
          • Create an ETL transform map
          • Add before and after scripts
          • Duplicate an ETL transform map
        • Getting started with Service Graph Connectors
        • Service Graph Connectors
          • Service Graph Connector for Active Directory
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for AWS
            • Configure the AWS environment
              • AWS resources used by the connector
              • Download the AWS scripts
              • Prerequisites for executing scripts
              • Executing scripts required for setting up AWS
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Quick start tests
            • Accessing connection details
            • Additional features
              • Enable optimized deletion
              • Enable optimized data source performance
              • Handling import failures
              • Handling memory utilization errors
              • Set partition size for AWS accounts
              • Disable parallel loading
              • Handling parallel deletion
              • Enable mapping of Cloud Os Image
            • Reference
              • Supported resource types
              • Life cycle management of AWS resources
              • Record removal process
          • Service Graph Connector for ExtraHop
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for GCP
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
            • Handling import failures for large resources
            • Life cycle management of GCP resources
            • Record removal process
          • Service Graph Connector for Google Console
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for Infoblox
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Jamf
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
            • Configuring data synchronization
            • Properties
          • Service Graph Connector for Microsoft Azure
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Quick start tests
            • Accessing connection details
            • Additional features
              • Setting up multiple connections and workspaces
              • Set partition size for Azure accounts
              • Configuring data synchronization
              • Enabling VM insights
            • Reference
              • Supported resource types
              • Life cycle management of Azure resources
              • Properties
          • Service Graph Connector for Microsoft Defender Endpoint
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Properties
            • Accessing connection details
            • Life cycle management of Microsoft Defender for Endpoint resources
          • Service Graph Connector for Microsoft Intune
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
            • Properties
          • Service Graph Connector for Microsoft SCCM
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Upgrade from the legacy plugin
            • Upgrade from an earlier version
            • Enable software editions
            • Accessing connection details
          • Service Graph Connector for Netskope
            • Configure the Service Graph Connector for Netskope
          • Service Graph Connector for Observability - AppDynamics
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Observability - Datadog
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for Observability - Dynatrace
            • Configure using SGC Central
            • Configure the connector
            • CMDB classes targeted
            • Set up push notifications
            • Properties
            • Accessing connection details
          • Service Graph Connector for Observability - New Relic
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for OpenTelemetry
            • Configure the connector
            • CMDB classes targeted
            • Properties
            • Linking inferred services
            • Accessing connection details
          • Service Graph Connector for Qualys
            • Configure the Service Graph Connector for Qualys
            • Service Graph Connector for Qualys APIs
            • CMDB classes targeted
          • Service Graph Connector for Rapid7
            • Configure the connector
            • CMDB classes targeted
          • Service Graph Connector for SentinelOne
            • Configure the Service Graph Connector for SentinelOne
            • CMDB classes targeted
          • Service Graph Connector for Splunk
            • Configure the Service Graph Connector for Splunk
            • Service Graph Connector for Splunk add-on
            • Install the add-on for the Service Graph Connector for Splunk
            • CMDB classes targeted in the Service Graph Connector for Splunk
          • Service Graph Connector for SolarWinds
            • Configure the connector
            • CMDB classes targeted
            • Accessing connection details
            • Configuring air gap connections
              • Air gap configuration in high-secure server
              • Air gap configuration in low-secure server
              • Air gap configuration in ServiceNow instance
              • Test data load for air gap solution
              • Full data load for air gap solution
          • Service Graph Connector for Tanium
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for Trellix
            • Configure using SGC Central
            • Configure using guided setup
            • CMDB classes targeted
            • Accessing connection details
          • Service Graph Connector for VMware Workspace ONE UEM
            • Configure the connector
            • CMDB classes targeted
            • Create multi-instance support
          • Service Graph Connector for Wiz
            • Set up the Wiz environment
            • Configure using SGC Central
            • Configure using guided setup
            • Target tables
            • Properties
            • Supported Wiz types
            • Accessing connection details
          • Domain separation and Service Graph Connectors
          • Service Graph Connector Support Tools
            • Install Service Graph Connector Support Tools
            • Resolving Service Graph Connector issues
        • API Service Graph Connectors
          • API Service Graph Connector for Apigee X
            • Configure using SGC Central
            • Configure using guided setup
            • Target tables
            • Accessing connection details
          • API Service Graph Connector for AWS API Gateway
            • Configure using SGC Central
            • Configure using guided setup
            • Target tables
            • Accessing connection details
          • API Service Graph Connector for Azure API Management
            • Configure using SGC Central
            • Configure using guided setup
            • Target tables
            • Accessing connection details
          • API Service Graph Connector for Kong Gateway
            • Configure using SGC Central
            • Configure using guided setup
            • Target tables
            • Accessing connection details
        • SGC Central
          • Exploring SGC Central
          • Configuring SGC Central
            • Install SGC Central
            • Configure scheduled jobs
            • Explore connectors
              • Update a connector
              • Install a connector using an entitlement
              • Install a connector from ServiceNow Store
            • Configure connector settings
          • Managing connections
            • Perform initial setup tasks
            • Create a connection
            • Update a connection
            • View a connection
            • Monitor and analyze connections
            • Diagnose a processing error
            • Access IntegrationHub ETL
          • SGC Central reference
            • Components installed with SGC Central
            • Domain separation and SGC Central
    • Manage instance data sources
      • Entity view action mapper
        • Exploring Entity View Action Mapper
          • View configurations, view templates, and configuration bundles for EVAM
        • Configuring entity view action mapper
          • Define a data source
          • Define an EVAM view template
          • Define an EVAM configuration bundle
        • Managing Entity View Action Mapper
          • Create a multi-data source list display in Entity View Action Mapper
          • Create an EVAM definition
          • Create an EVAM action definition
        • Entity View Action Mapper reference
          • Roles required for EVAM
          • Domain separation and EVAM
      • Instance Data Replication
        • Exploring Instance Data Replication
          • Continuous replication
          • Bidirectional replication
          • Discrete replication
          • Scheduled replication
        • Configuring Instance Data Replication
          • Request an Instance Data Replication subscription
          • Preparing for Instance Data Replication
          • Preserving table hierarchy in Instance Data Replication
          • Upgrading legacy replication sets to V2 in Instance Data Replication
            • Upgrade legacy replication sets in Instance Data Replication
            • Rolling back an upgrade in Instance Data Replication
          • Upgrading your instance with Instance Data Replication enabled
        • Replicating data with Instance Data Replication
          • Set up continuous replication
          • Set up bidirectional replication
          • Set up discrete replication
          • Set up scheduled replication
            • Cancel scheduled replication
          • Seed a consumer instance
          • Modifying replication behavior in IDR
          • Transform replication data
            • Warning and error messages for schema validation in Instance Data Replication
          • Reconfigure a replication set
        • Administering Instance Data Replication
          • Manage consumer access to replication data in Instance Data Replication
            • Revoke access to replicated data for Instance Data Replication
            • Restore access to replication data for Instance Data Replication
          • Comparing replicated data between instances in Instance Data Replication
            • Find missing or mismatched records in Instance Data Replication
            • Reseed missing or mismatched records in Instance Data Replication
          • Deploying a replication configuration from one instance to another in Instance Data Replication
            • Deploy a replication configuration through an update set in Instance Data Replication
          • Cloning with Instance Data Replication
          • Monitoring replication status in Instance Data Replication
          • Monitoring queues in Instance Data Replication
          • Preventing insert and update errors in Instance Data Replication
          • Resolving data replication errors in Instance Data Replication
            • Run Instance Data Replication diagnostics
            • Review synchronization errors in Instance Data Replication
            • Discover replication delays in Instance Data Replication
            • Fix seeding errors in Instance Data Replication
            • Find Instance Data Replication errors
            • Configure error notifications in Instance Data Replication
            • Status messages and status errors for a consumer replication set in Instance Data Replication
            • Instance Data Replication XML stats
        • Instance Data Replication reference
          • Data privacy in Instance Data Replication
          • Adapter descriptions for Instance Data Replication
          • Excluded tables in Instance Data Replication
          • Domain separation and IDR
          • Instance Data Replication properties
          • Instance Data Replication roles
      • MetricBase
        • Exploring MetricBase
        • Configuring MetricBase
          • Requesting the MetricBase product
          • Working with MetricBase demo data
            • Getting familiar with MetricBase
            • Get familiar with MetricBase APIs
        • Defining and collecting MetricBase data
          • Create a time-series definition in MetricBase
          • MetricBase retention policy schedules
          • MetricBase retention policies
          • Accessing MetricBase data
            • Access MetricBase data using the list command
            • Retrieving MetricBase data using REST and JavaScript
          • Detecting anomalies in MetricBase data using predictive models
            • Create and train a predictive model
        • Triggering flows using MetricBase data
          • Create a MetricBase band trigger
          • Create a MetricBase linear predictor trigger
          • Create a MetricBase gap trigger
          • Create a MetricBase model trigger
          • Execute triggers conditionally
          • Assign a trigger to a flow
          • View trigger logs
        • Managing MetricBase
        • MetricBase reference
          • Developer resources
          • Domain separation and MetricBase
          • MetricBase roles
      • MID Server
        • Exploring MID Server
        • Configuring MID Server
          • Prepare network connections for MID Servers
          • Installing the MID Server
            • Create the MID Server user and grant the role
            • Download the MID Server files
            • Install a MID Server on Linux
            • Install a MID Server on Windows
            • Validate the MID Server
            • Test MID Server connectivity
            • Install multiple MID Servers on a single system
            • Use MID Server guided setup
          • Configuring MID Servers
            • MID Server selection
              • Configure a default MID Server for each application
              • Configure an IP address range for the MID Server
              • Override the MID Server selection filter
            • Using MID Server IP range auto-assignment
            • File permission enforcement for Windows MID Servers
            • Map an IP address to a DNS name
            • Configure MID Server capabilities
            • Configure a MID Server cluster
            • Set MID Server thread use
            • Install and uninstall Nmap on a MID Server
            • Configure MID Server as WinRM trusted host
            • MID Server domain separation
            • Synchronize a JAR file to MID Servers
            • vCenter event collector
            • SNMP trap collector extension
            • MID Server Resource Reservation
            • Containerized MID Server
              • Build MID Server Docker Image for Linux
              • Containerized MID Server Deployment and Auto-configuration
                • MID Server Deployment Request
              • Containerized MID Server Autoscaling
            • Configure a MID Server for IPv6
        • Securing and encrypting MID Server data
          • MID Server certificate check policies
          • Encrypt or decrypt MID Server configuration file values
          • MID Server configuration file security
            • Encrypt MID Server configuration data with DPAPI
            • Use CyberArk as a secure configuration provider
            • Change MID Server configuration file security schemes
            • MID Server ISecuredConfigProvider interface
            • MID Server IMidServerEncrypter interface
          • MID Server authentication credentials and SOAP requests
          • MID Server unified key store
          • Enable MID Server mutual authentication
          • MID Server Azure Key Vault integration
          • MID Server command audit log
          • Rekey a MID Server
          • Add SSL certificates for the MID Server
          • MID Server SSH cryptographic algorithms
          • Attach a script file to a file synchronized MID Server
          • MID Server FIPS Enforced Mode
          • MID Server Governance
        • MID Server reference
          • MID Server system requirements
          • MID Server upgrades
            • MID Server pre-upgrade check
            • Pinning a MID Server to a specific version
            • Upgrade the MID Server manually
          • Resolving MID Server issues
            • MID Server active issues
            • MID Server fails to start
            • Active MID Server post-cloning credential issues
            • MID Server resource threshold alerts
            • MID Server user connectivity issues
            • Interpreting MID Server user debugging output
            • MID Server Upgrade History
          • MID Server ECC Queue
          • MID Server dashboard
          • MID Server properties
          • MID Server parameters
          • MID Server Configuration Parameter settings and priority
          • MID Server File Cleaner
          • MID Server protected records and reserved characters
          • MID Server privileged commands
          • MIDSystem methods
          • Manually start, stop, and restart a MID Server
          • MID Server heartbeat
          • Set the MID Server JVM memory size
          • Pause the MID Server
      • Remote tables
        • Activate the remote tables plugin
        • Create a remote table
        • Create script definitions for a remote table
          • Example 1: Retrieving all incident records from an external source
          • Example 2: Retrieving specific records from a third-party source
          • Example 3: Insert a record in an external source
          • Example 4: Update a record in an external source
          • Example 5: Delete a record in an external source
        • Create a flow definition for a remote table
          • Define a flow logic
        • Debugging remote table script definitions
        • Domain separation and remote tables
    • Manage content capabilities
      • Document Services
        • Document Management
          • Exploring Document Management
            • Document Management plugin
          • Activate Document Management
          • Document security and access
            • Share documents with users
            • Share documents with groups
            • Share documents with roles
            • Share documents with user criteria
          • Using Document Management
            • Document repository
              • Create a document record
              • Document versions
                • Create a document version
              • Download a document
              • Share a document link
              • Modify a shared link access
              • Delete a document link
              • Delete documents
            • Document approval and publish process
              • Create a document approval revision rule
              • Add a reviewer
              • Add an approver
              • Send a document version for review and approval
              • Approve or reject a document version
              • Approve or reject a document version through email
              • Publish a document
            • Digital signature for PDF documents using CAC or PIV smart cards
              • Install Document Template integration with digital signatures using a smart card
              • Set up a document template for signing documents using a CAC or PIV smart card
                • Property value for digital signature using CAC or PIV smart cards
              • Sign document templates for PDF documents using CAC or PIV smart card
              • Review the digitally signed document
            • Document references
              • Create document references from document record
              • Create document reference from References
              • Delete a document reference from document record
            • Linking documents to a parent record
              • Enable viewing related documents in a parent record
              • Create a document record in a parent record
              • Upload a document version in a parent record
              • Download a document from its parent record
              • Link existing documents to a parent record
              • Unlink documents from a parent record
              • Delete a document from a parent record
            • Document Management lists
              • Group document templates in a list for creating and linking documents to a target record
              • Add a document template to a document list
              • Create documents using document lists for a target table record
            • Document attachments in an activity stream
              • Include document actions in an activity stream
            • Redact sensitive data from documents
              • Redact data from documents
            • Document Management integration with external content providers
              • Attach a document from an external provider
              • Upload to an external provider
              • Sync versions
          • References
            • Components installed with Document Management
            • Document Management roles
            • Domain separation and Document Management
        • Document Viewer
          • Enable Document Viewer
          • Document Viewer plugins
          • Enable accessibility features for DOCX to PDF conversion
          • View attachments with Document Viewer
          • Disable Document Viewer
        • PDF generation and accessibility
        • Managed Documents
          • Managed Document features
            • Managed Document concepts
            • Defining Document Workflow
            • Defining Document Parameters
              • Defining Approval Rules
              • Defining Audiences
              • Defining Classifications
              • Defining Name Components
              • Defining Name Formats
            • Domain separation and Managed Documents
          • Managed Documents plugin
            • Install the Managed Documents plugin
          • Knowledge Document plugin
            • Installed with Knowledge Document plugin
            • Link documents to Knowledge articles
          • Create a document
            • Document approval
            • Review process
            • Enable electronic signature for approval
            • Publish an approved revision
            • Submit a revision for draft review
            • Create or request a new document
              • Specify an approver
            • Check in a document
            • Copy a document
            • Deactivate a document
            • Reopen a deactivated document
            • Roll back a document
            • Cancel a document
            • Check out a document
            • Create a document collection
            • Upload a document
          • Create a new managed document record
          • Check in a document after making changes
          • Check out a document to make changes
          • Publish a document in Managed Documents
          • Send a document out for review and approval
          • Upload a document as an attachment
        • Multi Provider Document Services Framework
          • Explore Multi Provider Document Services Framework
          • Activate Multi Provider Document Services Framework
          • Integrate with Document Services
            • Microsoft OneDrive integration with Document Services
              • Document Services Framework for Microsoft OneDrive
              • Setup Microsoft OneDrive for Document Services
              • Register Microsoft OneDrive as an OAuth provider for Document Services
            • Google Drive integration with Document Services
              • Document Services Framework for Google Drive
              • Set up Document Services framework for Google Drive
          • Using Multi Provider Document Services Framework
            • Create provider details
            • Create document actions
            • Create provider permissions
            • Configure permissions
          • Reference Multi Provider Document Services framework
            • Installed with Multi Provider Document Services Framework
            • Multi Provider Document Services Framework Framework roles
      • Knowledge Management
        • Exploring Knowledge Management
          • Sitemap Generator for the Knowledge Portal
          • I18N - Knowledge internationalization
          • Scoped knowledge bases
          • Machine learning solutions for Knowledge Management
            • Predictive Intelligence for Knowledge Management
          • Knowledge article templates
          • Knowledge blocks
          • Knowledge subscriptions
          • Knowledge demand insights
          • Self-Service Analytics
            • Self-Service Analytics concepts
          • Translation management
          • Knowledge-Centered Service configuration
          • Article quality index for knowledge management
          • Article versioning
          • Ownership groups
          • Automating feedback management to improve content
          • Migrate to Knowledge Management v3
        • Configuring Knowledge Management
          • Activate the Knowledge Management Advanced plugin
          • Knowledge Management setup guide for admins
          • Knowledge base setup guide for knowledge admins and managers
          • Activate the sitemap configuration and definition records for the Knowledge Portal
          • Activate the knowledge management internationalization plugin
          • Activate knowledge blocks
          • Enable knowledge blocks for each knowledge base
          • Configure translation management
            • Activate translation management
            • Add a custom Localization Framework setting to enable bulk translations
            • Add a custom Localization Framework setting to enable machine translation
          • Activate Knowledge Management KCS Capabilities
          • Enable languages for a knowledge base
          • Configure the Knowledge Management Service Portal
            • Enable external or public users to view knowledge articles from the Knowledge Management Service Portal
            • Knowledge Management Service Portal widgets
              • Activate the Knowledge Management Service Portal plugin
              • Configure search widget instance options
              • Configure knowledge base tile widget instance options
              • Configure the home page widget instance options
              • Configure sort widget instance options
              • Configure article list widget instance options
              • Configure search results list widget instance options
              • Configure filter facet widget instance options
              • Configure a user action for the article view page
              • Configure article helpful widget instance options
              • Configure article comments instance options
              • Configure related catalog item widget instance options
              • Configure knowledge related articles widget instance options
            • Search using the Knowledge Management Service Portal
            • Integrating Knowledge Management features with the Service Portal
            • Configure custom SEO tags for canonical URLs and localized knowledge articles
            • Enable and configure AI Search for Knowledge Management Service Portal
          • Create a knowledge base
          • Configure knowledge bases for a portal
          • Configure knowledge subscriptions
          • Configuration tasks for knowledge managers
            • Add a knowledge article to featured content
            • Define a knowledge article category
            • Assign a knowledge base manager
          • Configure Self-Service Analytics
            • Activate Self-Service Analytics
            • Configure activity contexts for Self-Service Analytics
            • Configure pattern elements for Self-Service Analytics
            • Configure pattern element groups for Self-Service Analytics
            • Configure activity patterns for Self-Service Analytics
            • Set up the deflection configuration for Self-Service Analytics
            • Configure scheduled jobs for Self-Service Analytics
          • Managing access to knowledge bases and knowledge articles
            • Create user criteria for controlling access to knowledge bases and articles
            • Control access at the knowledge base level through user criteria
            • Control access at the knowledge article level through user criteria
          • Configure Knowledge Management - Add-in for Microsoft Word
            • Activate Knowledge Management - Add-in for Microsoft Word
            • Deploy Knowledge Management - Add-in for Microsoft Word
            • Configure the security for Knowledge Management add-in for Microsoft Word
            • Enable downloading of the source Microsoft Word document for a knowledge article
          • User criteria diagnostics for Knowledge Management
            • Diagnose user access to a knowledge base
            • Diagnose user access to an article
            • Configure access to knowledge bases for unauthenticated users
            • Collect knowledge usage metrics
              • Modify the data retention policy for knowledge usage metrics
          • Configure knowledge article templates
            • Create an article template and use it to create a knowledge article
            • Configure the preview text setting for a standard article template
            • Restrict access to fields in an article template
            • Generate SEO information for articles using article templates
          • Integration with external knowledge sources
            • Activate the External Content Integration plugin
            • Define an external knowledge source
            • Import content from an external knowledge source
            • Open knowledge search results in source system
            • Sample configuration for integrating external knowledge content
          • Duplicate knowledge article numbers
          • Create a custom knowledge homepage
          • View knowledge logs
            • Search Log fields and description
            • View Log fields and description
            • View the source of a knowledge article search
            • Modify the data retention policy for View logs
          • Use extension points for Knowledge Management
          • Train the similarity solution for Knowledge Management to find related articles
          • Enable actionable knowledge feedback
            • Create field mapping from an HR case to a knowledge article
            • Add a property to enable creating knowledge articles from HR cases
            • Create a UI action to enable creating knowledge articles from HR cases
          • Enable creating an article from a customer service case
          • Configuration tasks for knowledge demand insights
            • Configure Knowledge Demand Insights
            • Configure solution definitions to find gaps in a knowledge base
            • Configure the mapping of solution definitions with task tables
            • Set the frequency of knowledge gap analysis
            • Assign knowledge gap feedback tasks to content authors
            • Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks
        • Using Knowledge Management
          • Knowledge Management guide for users
          • Knowledge Management Service Portal homepage features
          • Using search in Knowledge Management Service Portal
          • Knowledge Management Service Portal article view page features
            • Knowledge article URL parameters
          • Managing email notifications in Knowledge Management
            • Set knowledge notification preferences
          • Using the homepage of Knowledge Management v3
            • Search using Knowledge Management v3
            • Import a Word document to a knowledge base using Knowledge Management v3
          • Request a knowledge base
          • Import a Word document to a knowledge base
          • Use knowledge on mobile devices
          • Using Now Mobile for Knowledge Management
            • View the most popular or recently viewed articles in the Now Mobile Information applet
            • Browse articles in the Now Mobile Information applet
            • Search for an article in the Now Mobile Information applet
            • View an article in the Now Mobile Information applet
            • Provide feedback for a knowledge article in the Now Mobile Information applet
          • Manage ownership groups
          • Use article versioning
            • Manually update customized files
            • Check out a published article and create a new version
            • Revert an outdated article to the current state
            • View all versions of an article
            • Compare two versions of an article
            • Retire a versioned article
            • Disable the article versioning feature
          • Using knowledge blocks
            • Create a knowledge block
              • Select user criteria for a knowledge block
              • Retire a knowledge block
            • Add knowledge blocks to a knowledge article
            • Preview a knowledge article with knowledge blocks
            • Knowledge blocks authoring in Agent Workspace
              • View a knowledge block in Agent Workspace
              • Knowledge block details displayed in Agent Workspace
              • Create a knowledge block in Agent Workspace
              • Edit a knowledge block in Agent Workspace
              • Publish a knowledge block in Agent Workspace
              • Approve a knowledge block in Agent Workspace
              • Add a knowledge block to a knowledge article in Agent Workspace
              • Preview a knowledge article with knowledge blocks in Agent Workspace
              • Retire a knowledge block in Agent Workspace
            • Integrating a custom search or knowledge article viewer with knowledge blocks
              • KBPortalServiceImpl - Global
              • KBBlock - Global
          • Use knowledge subscriptions
            • Subscribe to a knowledge base
            • Unsubscribe from a knowledge base
            • Subscribe to a knowledge article
            • Unsubscribe from a knowledge article
            • Manage knowledge subscriptions
          • Use translation management
            • Create translation assignments for knowledge articles
            • Auto-create translation tasks
            • Bulk Translation for knowledge articles
              • Use Bulk Translation for manual translation
                • Request bulk translations for multiple knowledge articles
                • Translate multiple knowledge articles into different languages
              • Use Bulk Translation for Dynamic Translation
                • Translate knowledge articles using Dynamic Translation
            • Translate a knowledge article from a translation task
            • Translate knowledge blocks within an article
            • Request missing translations for available languages
          • Work on a feedback task
          • Track the progress on a feedback task
          • Use Article Quality Index
            • Create an AQI checklist
            • Assign an AQI checklist to a knowledge base
            • Remove an AQI checklist from a knowledge base
            • Delete questions from an AQI checklist
            • Perform the Article Quality Index review
            • View all pending and completed AQI reviews
            • Delete AQI reviews
          • Managing KCS article states
          • Knowledge article creation from an incident
            • Create field mapping from an incident to a knowledge article
            • Add a property to enable creating knowledge article from incidents
            • Create a UI action to enable creating knowledge articles from incidents
          • Knowledge content migration from v2 to v3
        • Creating and maintaining articles
          • Create a knowledge article
          • Edit a knowledge article
          • Editing functions for knowledge articles in the HTML editor
            • Managing HTML content in knowledge articles
            • Formatting options for knowledge articles
            • Paste content without formatting into the knowledge article
            • Adding tables to knowledge articles
            • Insert an image in a knowledge article
            • Format a code snippet automatically in knowledge articles
            • Insert a table of contents in knowledge articles
            • Find and replace text in knowledge articles
            • Accessibility checker in the toolbar
            • Undo or redo typing actions or formatting while authoring knowledge articles
          • Map related articles
          • Map catalog items related to an article
          • Schedule a knowledge article for publishing
          • Recall an article that is being reviewed
          • Approve an article that is being reviewed
          • Retire a knowledge article
          • Republish a retired article
          • Move a knowledge article
          • Comment on a knowledge article
          • Create knowledge from incident or problem
          • Create an article version by importing a Word document
          • Using human readable URLs for the Knowledge article page
            • Enable Human Readable URLs for the Knowledge Article View page
          • Select a knowledge article category
          • Associate a knowledge article with a taxonomy category
          • Authoring a knowledge article in Agent Workspace
            • View a knowledge article in Agent Workspace
            • Viewing knowledge article details in Agent Workspace
            • Provide feedback for a knowledge article in Agent Workspace
            • Create a knowledge article in Agent Workspace
            • Publish a knowledge article in Agent Workspace
            • Edit a knowledge article in Agent Workspace
            • Map a related article in Agent Workspace
            • Map a related item in Agent Workspace
            • Add an affected product to a knowledge article in Agent Workspace
            • Schedule a knowledge article for publishing in Agent Workspace
            • Work on a feedback task in Agent Workspace
            • Create a knowledge article from a feedback task in Agent Workspace
            • Edit a knowledge article from a feedback task in Agent Workspace
            • Compare knowledge article versions in Agent Workspace
            • Recall an article that is being reviewed in Agent Workspace
            • Approve a knowledge article in Agent Workspace
            • Request translations for missing languages in Agent Workspace
            • Translate a knowledge article in Agent Workspace
            • Translate a knowledge article from a translation task in Agent Workspace
          • Authoring a knowledge article in Microsoft Word
            • Log in to your ServiceNow instance for authoring knowledge articles in Microsoft Word
            • View a knowledge article in Microsoft Word
            • Create a knowledge article in Microsoft Word
            • Edit a knowledge article in Microsoft Word
            • Unlink knowledge articles from linked Microsoft Word documents
            • Publish a knowledge article in Microsoft Word
            • Schedule a knowledge article for publishing in Microsoft Word
            • Recall an article that is being reviewed in Microsoft Word
          • Create a knowledge article from a customer service case
          • Provide feedback on knowledge articles
        • Knowledge Management reference
          • Domain separation and Knowledge Management
          • Additional plugins for Knowledge Management
          • Components installed with Knowledge Management Core
          • Components installed with knowledge blocks
          • Knowledge Management roles
          • Knowledge Management properties
          • Quick start tests for Knowledge Management
          • Understanding access to the Knowledge knowledge base
          • Knowledge workflows
          • Knowledge Management Service Portal properties
          • Knowledge Management v3 homepage and Knowledge Management Service Portal comparison
          • SEO for canonical URLs and localized versions of knowledge articles
          • Article versioning changes
          • Feedback on article versions
          • Knowledge article version numbers
          • Knowledge article version information
          • Validity of a knowledge article
          • Knowledge article states
          • Knowledge subscription email notification templates
        • Analytics and Reporting Solutions for Knowledge Management
          • Knowledge Management Platform Analytics Solutions
            • Knowledge Management dashboard
            • Knowledge Management Overview dashboard
              • Update the navigation path for the Knowledge Management Overview dashboard
          • Pareto chart for Knowledge Demand Insights
          • Demand Insights for Cases dashboard
          • Demand Insights for Incidents dashboard
          • Demand Insights for HR Cases dashboard
      • Now Assist in Knowledge Management
        • Exploring Now Assist in Knowledge Management
        • Configuring Now Assist in Knowledge Management
          • Configuring the KB generation skill
            • Configure skill for Now Assist context menu
            • Configure and activate the Now Assist Identify duplicate articles skill
        • Using Now Assist in Knowledge Management
          • Generate a Knowledge article from the Now Assist panel
          • Generate a Knowledge article from the classic environment with Now Assist
          • Generate a Knowledge article using multi-language support
          • Edit an article using the Now Assist context menu
          • Identify and review duplicate Knowledge articles
      • Response templates
        • Activate response templates
          • Components installed with response templates
        • Create or modify a response template
    • Manage service capabilities
      • Self-service
        • Exploring Self-service
          • Service catalog requests
            • Add new request items
            • Amazon EC2 instance request from the Service Catalog
              • Request an instance
              • Terminate an instance
            • Check-out redirect property
            • Delete request items
            • Place a request
            • Create incidents and change requests from a requested item
            • View request status
          • Service Delegation
            • Add the Delegates related list to a user profile
            • Delegate approvals and tasks to another user
      • Service Administration
        • Exploring Service Administration
          • Assessments and Surveys
            • Exploring Assessments and Surveys
            • Surveys
              • Using surveys
                • Survey questionnaires
                  • Take a survey
                • Survey responses and results
                  • View results for all surveys
                  • View the results for a survey
                  • View a survey scorecard
                    • Survey scorecard category results
                    • Survey scorecard question results
                    • Survey scorecard average ratings
                    • Survey scorecard history
                    • Export a survey scorecard as an image
                  • Export a quiz scorecard as an image
                  • Request translations for surveys
                  • Edit translations for surveys
                  • Survey responses in a database view
                • Survey administration
                  • View survey reports
                  • Survey designer
                    • Survey designer elements
                    • Configure a survey in the survey designer
                    • Survey categories
                      • Create a category in the survey designer
                      • Create a survey category in a survey
                    • Create a question in the survey designer
                    • Survey question data types
                    • Create custom metric type
                    • Edit a survey in the survey designer
                    • Configure category weights for a survey
                  • View a survey instance
                  • Survey users and groups
                    • Create a survey user group
                    • Select recipients for a survey in the Survey Designer
                    • Designate a survey user
                    • Designate or remove multiple survey users at one time
                    • Allow recipients to retake a survey
                  • Copy a survey
                  • Publish a survey
                    • Publish a survey in the Survey Designer
                  • Customize the appearance of a survey
                  • Survey definitions
                    • Modify a survey definition
                    • Schedule periods
                  • Create a survey designer template question
                  • Survey questions
                    • Create or modify survey questions
                    • Survey question data types
                    • Survey question template
                      • Create a survey question template
                      • Update min and max values to match templates
                    • Add a metric category and metric in the question bank for surveys
                      • Configure metric categories or metrics for a survey using the question bank
                    • Create or modify answer options
                    • Change the order of survey questions
                  • Survey trigger conditions
                    • Configure a trigger condition for a survey
                    • Trigger condition example
                  • Survey distribution
                    • Email notifications for surveys
                    • Send survey invitations to users
                    • Define a recipients list for surveys
                    • Add a recipients list to a survey
                    • Embed a survey within the Outlook email client
                    • Enable localization for a survey
                    • Survey URLs
                      • Obtain and distribute a general survey URL
                      • Deactivate auto-notification for surveys
                      • Obtain a survey instance URL
                      • Test a survey URL
                    • Create a survey module
                    • Sharing surveys
                      • Export a survey
                      • Import a survey
                      • Use update sets for surveys and assessments
                    • Configure a survey in the Connect chat support
                  • Outlook Actionable Messages
                    • Install Outlook Actionable Messages plugin
                    • Customize fields for the approval message
                      • Customize fields in the approval message for request
                      • Customize fields in the approval message for change request
                    • Enable Advanced view for Outlook Actionable Message definition
                  • Sentiment analysis for surveys
                    • Configure a sentiment connector
                    • Sentiment analysis property
                    • Sentiment analysis results
                  • Surveys in Service Portal and the Now Mobile app
                  • Surveys in ITSM Virtual Agent
                  • Legacy survey migration
                    • Migrate a legacy survey
                    • Survey question migration
                    • Migrated components
                    • Migrated question review
              • Surveys reference
                • Survey roles
                • Key survey terms
                • Survey Overview dashboard
                • Metric Result form
                  • Normalized value for an assessment
                • Domain separation and Surveys
                • Survey Designer Configuration form
                • Properties form
                • Custom Metric form
                • Survey Instance form
                • Survey Question form
                • Trigger Condition form for surveys
                • Recipients List form
            • Assessments
              • Using assessments
                • Assessment administrator tasks
                  • Configure an assessment
                  • Assessment generation
                  • Assessment groups
                  • View an assessment metric category
                    • Assessment metric categories
                      • Create a category for assessable records
                      • Assessable record associations
                        • Manage an assessable record automatically
                        • Manage an assessable record manually
                      • Delete a category
                  • Assessment metrics
                    • Create an assessment metric for a category
                      • Create an assessment metric definition
                      • Change the order of an answer
                      • Metric types and assessable records
                        • Create metric types and generate assessable records
                        • Delete a metric type
                        • Export an assessment
                        • Import an assessment
                        • Use update sets for surveys and assessments
                        • Create an assessment signature
                        • Assessable records
                          • View an assessable record
                          • Enforce a condition to delete an assessable record
                          • Delete an assessable record
                  • Add a metric category and metric in the question bank for assessments
                    • Configure metric categories or metrics for an assessment using the question bank
                  • Copy an assessment
                  • Create a metric template
                    • Metric templates
                    • Update a metric minimum and maximum value to match a template
                  • Category users and stakeholders
                    • Create a category user
                    • Create stakeholders automatically
                    • Associate multiple category users to multiple assessable records
                      • Delete a stakeholder for multiple assessable records
                    • Associate one category user to one assessable record
                    • Associate multiple category users to one assessable record
                      • Delete a stakeholder for one assessable record
                  • On-demand assessments
                    • Generate an on-demand assessment
                    • Generate an on-demand assessment for one assessable record
                    • Generate an on-demand assessment for multiple assessable records
                    • Generate an assessment with the on-demand API
                  • Scheduled assessments
                    • Schedule an assessment
                    • Schedule types
                    • Set an assessment generation schedule
                    • Publish a metric type
                    • Generate a scheduled assessment manually
                    • Generate a vendor type assessment manually
                    • Clean up assessment data
                    • Assessment instances
                    • View an assessment instance
                  • Configure trigger conditions for an assessment
                    • Assessment trigger conditions
                  • Enable manager notifications
                    • Assessment notifications
                    • Assessment notification workflow
                  • View a metric result
                    • Assessment results
                    • Assessment Overview dashboard
                    • View assessment reports
                    • Assessment results calculation
                    • View a bubble chart for assessments
                      • Bubble charts for assessments
                      • Create a bubble chart
                      • Bubble chart components
                      • Assessable record score summaries
                  • View an assessment scorecard
                    • Create a link to a scorecard
                    • Assessment scorecard averages
                    • Assessment scorecard categories
                    • Assessment scorecard category metrics
                    • Assessment scorecard head-to-head compare view
                    • Assessment scorecard history
                    • Live feed view of assessable records
                    • Assessment scorecard ratings
                  • Create a decision matrix
                    • Decision matrixes
                • Take an assessment
                  • Assessments in Service Portal and the Now Mobile app
                  • Assessment questionnaires
                • Metric types and assessable records
                  • Delete an assessable record
                  • View an assessable record
              • Assessments reference
                • Data types for assessments
                • Assessment Metric form
                • Metric Category form
                • Assessment Metric form for a category
                • Trigger Condition form for assessments
                • Domain separation and Assessments
            • Installed with Assessments and Surveys
            • Quick start tests for Assessments and Surveys
            • Quizzes
              • Using Quizzes
                • Set up and administer quizzes
                • Data types for quizzes
                • Activate the quiz designer
                • View quiz reports
                • Quiz designer
                  • Create a quiz
                    • Create quiz categories
                    • Create quiz questions
                    • Configure a template question
                    • Configure a scored question
                    • Configure a quiz
                    • Select a quiz recipient
                    • Publish a quiz
                    • Copy a quiz
                  • Edit a quiz
                    • Configure a scored question
                    • Configure a template question
                  • Enable a quiz retake
                  • View a quiz result
                    • View a quiz designer scorecard
                      • View a quiz scorecard
                      • View an assessment category result
                      • Quiz scorecards
                        • Category results
                        • Question results
                        • Average ratings
                        • Scorecard history
                    • Modify the weight of a category
                • Take a quiz
                • View a quiz instance
                • Add a metric category and metric in the question bank for quizzes
                  • Configure metric categories or metrics for a quiz using the question bank
                • Create quizzes with forms
                  • Set up a category
                  • Select a user for a category
                  • Create questions
                  • Create answers for questions
                  • Distribute a quiz
                  • Modify a published quiz
              • Quizzes reference
                • Quiz scorecards
                  • Category results
                  • Question results
                  • Average ratings
                • Question Properties form
                • Quiz reports
          • Classic approvals
            • Approval engines
              • Set up an approval engine
            • Approval rules
              • Set automatic approval rules
              • Gating approvals
                • Set up a gating approval via an approval rule
                • Set up a gating approval based on the item being ordered
              • Process approvals
              • Approve with a process guide
              • Schematic of a hypothetical approval process
            • Approval summarizer formatter
              • Summarizers
                • Change an approval summarizer
                • Create a new custom approval summarizer
            • Approval with e-signature
              • Activate Approval with e-Signature plugin
              • De-activate e-signatures
              • Select an approval table
              • Set up an approval from a local database
              • Use Multi-Provider SSO to set up an SSO approval for a SAML 2.0 authentication
              • Installed with approval with e-signature
            • Approval status
            • Generate an approval using approval rules
            • Generate approvals using the approvers related list
            • Generate approvals using workflows
            • Multiple approvers
            • Receive notifications
              • Embed an approval request within the Outlook email client
            • Dynamic approval forms
            • Scripts and engines execution order
          • State flows
            • Installed with state flows
            • Use state flows
              • Create a state flow
              • State flow cleanup
              • Work notes
            • Domain separation and State Flows
          • Geolocation
            • Activate geolocation
            • Installed with geolocation
            • Geolocation Google key
            • Geolocation history
            • Location tracking
      • Service Catalog
        • Exploring Service Catalog
          • Catalog Builder overview
          • Types of catalog items
            • Record Producer
              • Create a record producer
              • Create record producers from tables
              • Populate record producer data and redirect users
            • Order guides
              • Create an order guide
                • Configure a sequence to fulfill items in order guides
              • Request an order guide
              • Create an order guide rule to add a catalog item
              • Create an order guide variable
                • Create an item variable assignment
                • Cascade an order guide variable
              • Avoid enforcement of a mandatory field
              • Run order guides automatically
            • Define a content item
            • Configure a default width for service catalog variables
            • Define a regular expression for a variable
            • Pass variables between tasks
            • Create or edit a catalog item
            • Add a catalog item
              • Share catalog items across catalogs
            • Service Catalog customization
              • Cart layout
                • Configure the cart layout
                • Configure Service Catalog cart widgets
                • Configure Service Catalog preview screens
                • Configure Service Catalog status screens
                • Migrating to cart layouts
                  • Migrate customizations and enable cart layouts
                • Legacy flexible checkout and delivery forms
                  • Modifications in the delivery screen
                  • Modifications in the checkout form
              • Define item quantity choices
              • Remove item restrictions
              • Using variables for price setup
              • Set a recurring price
              • Extend the pricing model
              • Hiding prices in the service catalog
              • Clone requests
              • Create scripts
                • Create a custom cart
              • Service catalog home page configuration
                • Configure search and navigation
                  • Refine search results
                  • Configure keyword search for catalog items
                  • Configure AI-based catalog search experience
                • Configure preview
                • Create a renderer
                • Customize a catalog homepage
                • Customize the multi-catalog homepage
                • Show item details in sections or pop-ups
              • Configure Classic Mobile devices
                • Define the mobile layout
                • Limit description sizes in the Classic Mobile UI
              • Using the content management system with the service catalog
                • Manage catalogs in CMS sites
                • Set up catalog portal pages
                • Manage catalog portal pages
          • Service Catalog for managers and end users
            • Service Catalog home page
            • Service Catalog request screens
            • Clone a request
            • View catalog item audit history
            • Saving catalog items to a wish list
          • Service Catalog items
            • Specify related items and articles for a catalog item
            • Add an ordered item link to an item
            • Create a Service Catalog client script
            • Translation of Service Catalog items
            • Monitoring aggregated catalog item data
        • Configuring Service Catalog
          • Service catalog categories
            • Create a category
            • Configure dynamic categories
          • Service catalog setup
            • Set up a service catalog
            • Set up Platform URLs for catalog modules
            • Multiple service catalogs setup
            • Tables provided with multiple service catalogs
          • Service Catalog scoping
            • Scriptable service catalog variables
          • Define filters for My Requests
          • Delegated request experience
            • Configure the default behavior to request items for other users
          • Service Catalog request fulfillment
            • Service catalog workflows
              • Create a catalog workflow
              • Add an activity to a catalog workflow
              • Publish a catalog workflow
            • Execution Plans
              • Create an execution plan
              • Execution plan tasks
              • Creating execution plan tasks
              • Service catalog execution plans
            • Service Catalog checkout models
            • Create a catalog request from another flow
            • Configure a parent mapping for a request
            • State closure in the request fulfillment execution plan
            • View request notifications
          • Service Catalog security
            • Set security for items and categories
              • Create a user criteria record in Service Catalog
              • Apply user criteria to items and categories
              • Extend user criteria
              • User criteria migration
            • Legacy service catalog access controls
              • Service Catalog administration
              • Restrict access
          • Service Catalog and CSDM
            • Service Catalog and CSDM tables
            • Service Catalog use case
            • Service Catalog considerations
        • Creating a Service Catalog Wizard
          • Create declarative actions for Service Catalog Wizards
        • Integrating Service Catalog
          • Service Catalog in Employee Center portal
            • Associate a catalog item with a taxonomy topic in Employee Center
            • Enable Shopping Cart and Add to Wish List options in Employee Center
            • Add an item to the wish list in Employee Center
            • Add a catalog item to the shopping cart in Employee Center
            • Request a catalog item from Employee Center
            • Request an order guide from Employee Center
            • Save a draft of a catalog item
          • Service Catalog in Service Portal
            • Access Service Catalog categories in Service Portal
            • Add an item to the wish list in Service Portal
            • Add a catalog item to the shopping cart
            • Request a catalog item from Service Portal
            • Request an order guide from Service Portal
            • Standard ticket page for a requested item
          • Service Catalog in mobile
            • Fulfiller experience in Mobile Agent
              • Get started with the mobile app for Approvals
              • Manage a catalog request approval
            • Request experience in Now Mobile
              • Configure catalogs
              • Browse catalog items using the catalog hierarchy
              • Submit and track a request
              • Create a quick action in your mobile applications
              • Enable notifications in Now Mobile
              • Enable the cart in Now Mobile
              • Edit the label of Submit button for a record producer
              • Configure Now Mobile properties
          • Service Catalog configuration for Universal Request
            • Configure all catalog items or record producers to create a universal request
        • Service Catalog Reference
          • Service Catalog terms and roles
          • Service Catalog properties
          • Installed with Service Catalog
          • Domain separation and Service Catalog
            • Request for domain separation in Service Catalog
          • Sample ATF tests for Service Catalog in Service Portal
          • Variables to collect data for record producer fields
          • Service catalog variables
            • Types of service catalog variables
              • Attachment
              • Break
              • Check box
              • Container start, container split, and container end
              • Date, Date and time, and Duration
              • Email
              • HTML
              • IP Address
              • Label
              • List collector
              • Lookup multiple choice
              • Lookup select box
              • Custom and Custom with label
              • Masked
              • Multi-line text
              • Multiple choice
              • Numeric scale
              • Reference
              • Requested for
              • Rich Text Label
              • Select box
              • Single-line text
              • UI page
              • URL
              • Wide single-line text
              • Yes/No
              • Variable support in various channels
            • Create a service catalog variable
              • Define help information for a service catalog variable
              • Service Catalog variable attributes
              • Define a question choice for a variable
            • Service catalog data lookup
              • Create a catalog lookup definition
              • Custom data lookup
            • Audit service catalog variables
            • Service Catalog variable editors
              • Configure the default variable editor for a task-extended table
          • Service catalog variable sets
            • Create a variable set and add it to an item
            • Variable set layout
          • Service Catalog parameters
          • Catalog Wizard form
          • Record Producer form
          • Order guide form
          • Catalog Item form
        • Debugging Service Catalog
          • Debug actions on catalog item variables
          • Debug user criteria of a catalog item
          • Debug UI customizations for a Service Catalog page
          • Debug performance diagnostics of a catalog item
          • Debug a Service Catalog variable
          • Item diagnostic report
            • Run the Item Diagnostic Results report
          • Service catalog UI policy
            • Create a UI policy for catalog items
        • Catalog Builder
          • Setting up the Catalog Builder
            • Configure a step-based service fulfillment flow
            • Create a service fulfillment step type
            • Add a step, section, or question to a catalog item wizard
          • Creating or editing catalog item template
            • Create a catalog item using a template
              • Define a service fulfillment step
              • Catalog builder preview topic conversation
            • Create a question for a catalog item in Catalog Builder
              • Configure an auto-populate value for a question in Catalog Builder
            • Edit a question in Catalog Builder
            • Edit a catalog item in Catalog Builder
              • Add advanced capabilities to a catalog item
              • Discard a catalog item
            • Transfer catalog items using update sets
            • Localization Framework integration with Catalog Builder
        • Now Assist in Catalog Builder
          • Exploring Now Assist in Catalog Builder
          • Configuring Now Assist in Catalog Builder
            • Install Now Assist in Catalog Builder
          • Creating a catalog item using Now Assist
          • Catalog item generation reference
            • How to describe a catalog item
        • Catalog Conversational Coverage
          • Conversational catalog overview dashboard
          • Catalog item conversational details page overview
          • View the conversational catalog overview dashboard using Catalog Builder
          • View the conversational catalog overview dashboard using the ServiceNow AI Platform
          • Service Catalog topic blocks in Virtual Agent powered by NLU
            • Submit a request topic conversation
          • Service Catalog topic blocks in Virtual Agent powered by Now LLM
      • Hermes Messaging Service
        • Exploring Hermes Messaging Service
        • Configuring Hermes Messaging Service
          • Hermes Messaging Service activation
          • Set up a secure connection to the Hermes Messaging Service
          • Revoke a Hermes Messaging Service certificate
        • Exchanging data using the Hermes Messaging Service
          • Prepare your Apache Kafka client environment
          • Create a test topic in Hermes using the Kafka client
          • Produce test messages to a Hermes topic using the Kafka client
          • Consume test messages from a Hermes topic using the Kafka client
        • Managing namespaces and topics in Hermes
          • Managing namespaces in Hermes
            • Create a namespace in Hermes
            • Delete a namespace in Hermes
          • Managing topics in Hermes
            • Create a topic in Hermes
            • Update a topic in Hermes
            • Delete a topic in Hermes
            • Rescan topics in Hermes
          • Monitoring topics in the Hermes Kafka cluster
            • View a message in a Hermes topic
        • Hermes Messaging Service administration
          • Check the status of and connection to the Hermes Kafka cluster
          • Monitoring data throughput in Hermes
          • Tracking message usage in Hermes
          • Cloning with Hermes Messaging Service enabled
          • View Hermes Messaging Service log messages
        • Hermes Messaging Service reference
          • Hermes Messaging Service components
          • Hermes Messaging Service security model
          • Hermes Messaging Service properties
          • Hermes Messaging Service roles
          • Hermes Messaging Service domain separation
      • Password Reset
        • Exploring Password Reset
          • Password Reset
          • Password Reset for Virtual Agent
          • Password Reset Windows Application
          • Request to reset the default admin password
        • Setting up Password Reset
          • Set up Microsoft Entra ID for Password Reset
          • Set up Microsoft Active Directory for Password Reset
          • Set up Password Reset integration with Okta
          • Set up Password Reset integration with Google Directory
        • Configuring Password Reset
          • Plan your Password Reset processes
          • Calculating the security score for password reset process
          • Configure your Password Reset process
            • Configure password expiration reminder
              • View scheduled jobs
              • View a password expiration table
            • Credential stores for Password Reset
              • Configure the connection to a credential store for the Password Reset processes
              • Credentials Store for Password Reset for Active Directory
                • Integrate Password Reset with your Active Directory service
                • Configure the connection to an AD credential store
              • Credential Store for Password Reset for Microsoft Entra ID
                • Integrate Password Reset with your Microsoft Entra ID
                • Configure the connection to the Microsoft Entra ID Credential Store
              • Test the connection to a credential store
              • Delete a connection to a credential store for Password Reset
            • Password Reset verifications
              • Personal data identification types and confirmation type verifications
              • SMS Code Verification type for Password Reset
                • Use Notify to send SMS codes for enrollment and verification
              • Specify the number of required security questions
            • Configure your Password Reset process to auto-enroll users
            • Enable users to enroll for Password Reset
            • Configuring Password Reset properties
            • Send email to remind users to enroll for Password Reset
              • Customize the Password Reset enrollment reminder email
            • Configure the required strength for passwords
            • Specify lockout for failed login attempts
            • Configure Google reCAPTCHA for the password reset process
          • Customizing Password Reset processes
            • Customize password reset processes and integrate third-party credential services
            • Add a custom question to the Security Questions verification
            • Add a custom header or footer to the user pages for Password Reset
            • Create a Password Reset verification from an existing verification
            • Create a custom Password Reset verification type
            • Create a custom Password Reset verification
            • Create a custom identification type for Password Reset
            • Configure a credential store type to support third-party password auto-generation
            • Asynchronous password reset subflow
            • Create a credential store type for Password Reset
          • Reset a password or unlock a user account with service desk assistance
            • View user requests for password reset
            • Unblock a Password Reset user
          • Integrate Password Reset with a Service Portal widget
          • Integrate Password Reset with a CMS integration
        • Installing and configuring Password Reset Windows Application
          • Password Reset Windows Application installation requirements
          • Download the Password Reset Windows Application installer
          • Install Password Reset Windows Application
            • Use an EXE file from the command line
            • Use an MSI file from the command line
            • Use a wizard
          • Configure security settings for the Password Reset Windows Application
          • Configure the Password Reset Windows Application to use a proxy server
            • Configure an exception policy on your proxy server
            • Configure a proxy server using client credentials method
            • Configure registry keys on your proxy server
            • Configure a proxy server using PAC file (automatic configuration script method)
              • PAC file with registry setting
          • Enable the Password Reset Windows Application to set the display language for the session
          • Integrate McAfee disk encryption with the Password Reset Windows Application
          • Customize the Password Reset Windows Application
          • Limitations of the Password Reset Windows Application
          • Uninstall the Password Reset Windows Application
        • Enrolling in the Password Reset application to reset your password
          • Enroll for the Password Reset program using an authenticator
          • Enroll for the Password Reset program using SMS codes
          • Enroll for the Password Reset program using emailed codes
          • Enroll for the Password Reset program using questions and answers
          • Enroll for the Password Reset program using Soft PIN
          • Reset your password on Windows systems
        • Password Reset reference
          • Installed with Password Reset
          • Domain separation and the Password Reset application
          • Password Reset Process form
          • Password Expiration Configuration form
          • System properties for password expiration
          • Password Reset Credential Store form
          • Password Reset global properties
          • Verification types in the base system
          • Password Reset Verification Type form
          • Password Reset Verification form
          • Password Reset script includes
            • Example custom scripts for Password Reset
            • Password Reset extension script categories
            • Password Reset extension scripts
            • Create a Password Reset extension script
          • Password Reset and Password Change reports and logs
          • Actions in Password Reset for Virtual Agent
      • Notify
        • Exploring Notify
          • Notify Twilio Direct driver
          • Notify Zoom connector
          • Notify voice and SMS capabilities
            • How Notify processes incoming calls
          • Notify Cisco Webex Connector
        • Configuring Notify
          • Activate Notify
            • Differences between Notify and Legacy Notify
            • Migrating from Legacy Notify
          • Configure Notify with Twilio
            • Twilio-Direct callback testing
            • Advanced configuration for SMS
            • Advanced configuration for voice
            • Disconnect from a Twilio account
            • Configure Amazon Polly as default voice tone for text to speech
          • Configure Notify Zoom connector in Notify
            • Set up Notify Zoom connector in Zoom
            • Disable Zoom meeting password
          • Configure a provider in Notify
          • Configure SMS opt-out preferences
          • Configure Notify Cisco Webex Connector
            • Install Notify Cisco Webex Connector
            • Create a Cisco Webex app
            • Configure OAuth entity for Notify Cisco Webex
            • Create an OAuth credential record for Notify with Cisco Webex
            • Create a connection and credential alias for Notify connector for Cisco Webex Spoke
            • Make Notify Cisco Webex Connector as default communication channel
            • Manage Notify properties
        • Using Notify
          • Using Notify with SMS
            • SMS Statuses
            • Send an SMS with Zoom meeting invite
            • Outbound communication requirements
          • Using Notify for making conference calls
            • Start a conference call
            • Add participants to a conference call
            • Mute or unmute all participants
            • Mute or remove a conference call participant
            • Send a message to conference call participants
            • Viewing conference call information
            • List of Notify calls
          • Using Notify with tasks
            • Start a conference call from a task
            • Manage conference calls on task
            • Send an SMS alert from a task
          • Using Notify with Incident Communications Management
            • Initiate a conference call from incident communication plan
            • Join and end a conference call from incident communications management
            • Send communication updates for an incident communications plan
          • Using Notify with On-Call Scheduling
            • Set up Notify with On-Call Scheduling
            • Controlling the on-call communication channel with Notify
              • On-Call Assign by Acknowledgement workflow
            • Call a user from the WebRTC UI
            • Key differences between on-call scheduling with NotifyNow and with Notify
          • Using the Notify Cisco Webex Connector with a major incident
            • Create a collaborative communication task from MIM workbench
            • Initiate Notify Cisco Webex conference from MIM workbench
            • Add participants to a conference call
            • Join a conference call
        • Notify reference
          • Differences between Notify-Twilio and Notify-Twilio Direct
          • Migrate to Notify-Twilio Direct driver
          • Public URLs
          • Components installed with Twilio Direct driver
            • Business rules installed with Twilio Direct driver
            • Tables installed with Twilio Direct driver
          • Numbers and number groups
            • Create a number group
            • Associate a number to a number group
          • Notify workflow activities
            • Join conference call workflow activity
            • Call workflow activity
            • Send SMS workflow activity
            • Forward call workflow activity
            • Input workflow activity
            • Hangup workflow activity
            • Play workflow activity
            • Record workflow activity
            • Reject workflow
            • Say workflow activity
            • Forward to notify client workflow activity
            • Queue workflow activity
            • Notify activity event handlers
            • Creating Notify activities
            • Notify languages
            • Available Notify activity event handlers
          • Components installed with Notify
            • Roles installed with Notify
            • Tables installed with Notify
            • Properties installed with Notify
            • Business rules installed with Notify
    • Manage people and work capabilities
      • Advanced Work Assignment
        • Exploring Advanced Work Assignment
        • Configuring Advanced Work Assignment
          • Advanced Work Assignment home page
          • Get started with Advanced Work Assignment
            • Activate Advanced Work Assignment
            • Activate related plugins for Advanced Work Assignment
            • Move from Connect Support to Advanced Work Assignment and Agent Chat
          • Install Conversational SMS service channel
          • Activate Agent Affinity
          • Activate Conversational Messaging
          • Service channels
            • Service channel capacity and utilization
              • Create or configure a service channel
            • Conversational SMS service channel
              • Set up the Conversational SMS service channel
            • Set up a custom service channel
              • Tutorial: Set up a custom service channel for change requests
            • Inbox layout
              • Create or change an inbox layout
            • Override agent capacity for selected agents
            • Create or change a work item size override
          • Work items
            • Work item queues
              • Create a work item queue
              • Define agent pools eligible for assignment
              • Set work item sort order
              • Create and manage queue triggers
              • External routing overview
                • Create a connection Alias for third-party provider
                • Create a custom flow action
                • Create a subflow
                • Create a payload for external third-party providers
                • Link Subflow and Payload to External Queues
                • Enable external routing for queues
                • Configure External Routing events and payload
                • Define external routing test implementation
                • Tutorial: Route interactions by context
          • Work assignments
            • Configure agent assignment rules
              • Tutorial: Automatically assign work to agents by skill
          • Using Agent Affinity
            • Configure Agent Affinity rules
            • Set Agent Affinity rules
            • Deactivate Agent Affinity
          • Agent Inbox controls
            • Configure agent presence states
            • Configure reasons for rejecting work items
            • Configure reassignable settings
          • Advanced Work Assignment Inbox Sentiment display
          • Wrap up overview
            • Wrap up configuration
            • Wrap up codes
            • Wrap up segments
          • Management
            • Configure an agent's maximum universal capacity
            • Create or change groups for Advanced Work Assignment queues
            • AWA post work item subflow
          • Configure messaging actions
          • Enable logging for Advanced Work Assignment
        • Using Advanced Work Assignment
          • Check for an agent's presence and capacity
          • Check unassigned interactions
          • Check unassigned task work items
          • Check work items and AWA events
          • Agent initiated SMS conversation
          • Compose an SMS conversation
        • Analytics & Reporting Solutions
          • Using Advanced analytics to access AWA dashboards
          • Operations dashboard
          • Platform Analytics Solutions for Advanced Work Assignment
            • Advanced Work Assignment dashboard for interactions
            • Advanced Work Assignment dashboard for operations
            • Advanced Work Assignment dashboard for tasks
            • Advanced Work Assignment dashboard for messaging
            • Migrating Advanced Work Assignment Dashboards
        • Advanced Work Assignment reference
          • Assignment Rule form
          • Domain separation and Advanced Work Assignment
          • Components installed with Advanced Work Assignment
          • Properties for Advanced Work Assignment
          • Advanced Work Assignment monitoring page
          • Advanced Work Assignment roles
      • Skills Management
        • Exploring Skills Management
        • Configuring Skills Management
          • Define the skill taxonomy
            • Create skill categories using sample data
          • Define a skill level type
          • Add a skill
        • Using Skills Management
          • Assigning and Managing skills
            • Assign skill proficiency levels for skills
          • Associating skills with work items
            • Assign skills to tasks
          • Routing work items to agents based on skills
            • Learn how Skill Determination works
            • Add a business rule for skill determination
            • Create Skill Determination rules to assign skills to work items
            • Qualify and rank users based on skills and skill levels
          • Translate text in Skills Management
        • Reference for Skills Management
          • Domain separation and Skills Management
          • Quick start tests for Skills Management
          • Extension points in Skills Management
      • Omnichannel Callback
        • Exploring Omnichannel Callback
        • Configuring Omnichannel Callback
          • Get started with Omnichannel Callback
          • Install Omnichannel Callback
          • Configure callback behavior for a channel
          • Customize a default callback topic
        • Working on callback records
        • Omnichannel Callback reference
          • Components installed with Omnichannel Callback
          • Domain separation and Omnichannel Callback
      • Zoom extension for Omnichannel Callback
        • Install Zoom extension for Omnichannel Callback
          • Components installed with Zoom extension for Omnichannel Callback
        • Setting up Zoom extension for Omnichannel Callback
          • Setting up the Zoom spoke for Zoom extension for Omnichannel Callback
          • Setting up Notify Zoom connector for Zoom extension for Omnichannel Callback
          • Configure a Zoom webhook for Zoom extension for Omnichannel Callback
          • Configure the Zoom channel for callbacks over Zoom
      • Proactive Triggers
        • Exploring Proactive Triggers
          • How Proactive Triggers work
        • Installing Proactive Triggers
          • Enable Proactive Triggers
          • Application scopes
        • Configuring Proactive Triggers
          • Create rules and actions for Proactive Triggers
          • Create custom trigger types
          • Multiple Proactive Triggers rules and actions
          • Manage Proactive Triggers
        • Proactive Triggers reference
          • Components installed with the Proactive Triggers feature
            • Proactive Triggers roles
          • Domain separation and Proactive Triggers
          • Proactive Rule form
          • Proactive Action form
      • Interaction Management
        • Activating the Interaction Management system
        • Configuring Interaction Management
          • Interaction states
          • Interaction context and channel metadata
          • Interaction wrap up
            • Interaction form
            • Interaction wrap up timer
            • Interaction wrap up scheduled job
            • Create an interaction wrap-up configuration
            • Create interaction wrap-up codes
            • Enable interaction wrap-up codes
        • Using Interaction Management
          • Create an interaction
          • Associate a record with an interaction
        • Interaction Management reference
          • Components installed with Interaction Management
      • Live Feed Core UI
        • Exploring Live Feed Core UI
          • Live Feed browser support
        • Activating Live Feed
        • Administering Live Feed
          • Document feeds
            • Add a Live Feed UI action on a table
            • Configure document feeds
            • Security configuration for document feeds
            • Disable a record feed
            • Disable a document feed
            • Business rule installed with Live Feed Document
          • Record feeds
            • Activate the Live Feed Document plugin
            • Configure record feeds
              • Add Live Feed to a form header
              • Add Live Feed to a context menu
            • Disable a record feed
            • Configure security
          • Live Feed table notifications
            • Set up table notifications for task tables
            • Set up table notifications for non-task tables
            • Live Feed table notification examples
              • Workaround posted
              • Problem resolved (advanced)
              • Opportunity won (non-task)
              • Related feeds table notification
          • Live Feed security and table access
            • Limit Live Feed access by role
            • Manage Live Feed message content
            • Live Feed team security
            • Restrict hashtag renaming
          • Provide access to Live Feed from CMS pages
        • Using Live Feed
          • Use hashtags in Live Feed
            • Tag messages
            • View an available hashtag
            • Change a hashtag name and merge a hashtag
            • Add an image to a hashtag
            • Follow and unfollow a hashtag
            • Remove a hashtag from a posted message
          • Use teams in Live Feed
            • Create a Live Feed team
            • Join a team
            • View a team feed
            • View a team member
            • Invite a new member
            • Remove a member
            • Subscribe to team and email notification
            • Subscribe a team to feed notification
            • Leave a team
            • Modify a team
            • Manage a membership request
            • Delete a team
          • Use Live Feed to work on records
            • Add Live Feed to a homepage
            • Modifying and deleting document feeds
            • Viewing Live Feed from records
            • Working with record feeds
              • Follow a record feed from a form
              • Follow a record feed from a list
              • Post a message to a record feed
          • Use feeds in Live Feed
            • Create a group feed
            • Create record feeds
            • Control how Live Feed is enabled for records
            • View the activity stream in record feeds
            • Participate in a feed
            • Mark a feed as a favorite
            • View a feed
            • View a feed member
            • Invite a new member to a group feed
            • Invite a new member to a record feed
            • Remove a member from a feed
            • Subscribe to a feed
            • Navigate between Live Feed and other modules
            • Leave a feed
            • Delete a feed
          • Live Feed UI overview
            • Update your Live Feed profile
            • Work with Live Feed messages
            • View another Live Feed user
            • Follow other Live Feed users
            • Select feeds
            • Follow feeds
            • Bookmark feeds and hashtags
            • Add Live Feed to your homepage
          • Post content in Live Feed
            • Post a Live Feed message
            • Reply to a Live Feed message
            • Attach a file to a post or reply
            • Copy an image from the clipboard
            • Add a link to a post or reply
            • Add a knowledge article link to a post or reply
            • Add a poll to a message
            • Add mentions to a message
            • Like a message
            • Delete a message
        • Live Feed reference
          • Domain separation in Live Feed
          • Components installed with Live Feed
            • Tables installed with Live Feed
            • User roles installed with Live Feed
            • Script includes installed with Live Feed
            • Business rules installed with Live Feed
            • Email notifications installed with Live Feed
      • E-signature
        • Activating e-signature
        • Using e-signature
          • Create or modify an e-signature template
        • E-signature reference
          • Components installed with e-signature
      • ServiceNow Voice
        • Exploring ServiceNow Voice
        • Setting up ServiceNow Voice
          • Install ServiceNow Voice applications
          • Domain separation and ServiceNow Voice
          • Configuring a phone PIN
          • Configure the E.164 format for a consumer phone number
          • Configuring CTI component logging
          • Configure Real Time Transcription for ServiceNow Voice Customer Service Management
            • Set up Real-Time Transcription for ServiceNow Voice
          • Configure Real Time Transcription for ServiceNow Voice for IT Service Management
            • Set up Real-Time Transcription for ServiceNow Voice for IT Service Management
          • Scripting for operation handlers
            • Provider configuration in Voice
            • Extension points in Voice
        • Using Voice
        • Integrating Voice with other applications
          • Integrate ServiceNow Voice with Amazon Connect
            • Configure a contact flow for an automated caller interaction
          • Integrating ServiceNow Voice with ITSM
            • Install ServiceNow Voice for ITSM
            • Real time transcriptions for ServiceNow Voice for IT Service Management
            • Enable native voice control in Service Operations Workspace
          • Integrating ServiceNow Voice with CSM
            • Install ServiceNow Voice for CSM
            • Configuring the phone PIN settings for ServiceNow Voice
            • Real time transcriptions for ServiceNow Voice for Customer Service Management
          • Integrating ServiceNow® Voice with Virtual Agent
          • Integrate Advanced Work Assignment Voice Routing
          • Integrating ServiceNow Voice for HR
            • Install ServiceNow Voice for HR
            • Add Interaction Related Records to HR Agent workspace
        • ServiceNow Voice reference
          • Components installed with ServiceNow Voice Core
          • Components installed with Amazon Connect Integration with ServiceNow Voice
          • Components installed with ServiceNow Voice for ITSM
          • Components installed with ServiceNow Voice for CSM
          • Components installed with ServiceNow Voice for HR Agent Workspace
    • ServiceNow AI Platform Additional Capabilities
      • Connect
        • Supported browsers for Connect Chat
        • Activate Connect
        • Activate Connect Support
        • Connect interface
          • Connect overlay
          • Connect workspace
        • Enable or disable Connect notifications globally
        • Edit which notifications you receive for a conversation
        • Upload a profile picture
        • Drag a file into a Connect conversation
        • Share a Visual Task Board in a Connect conversation
        • Mention a user in a Connect conversation
        • Connect administration
          • Properties for Connect
          • Configure the polling interval
          • Disable the Connect overlay
          • Customize the Connect audio notification sound
          • Administer Connect actions
          • Configure the fields on a record card in Connect
          • Disable specific URLs for Connect
        • Connect Chat
          • Connect Chat use
            • Start a direct or group conversation
            • Follow a record in Connect
            • Edit basic conversation details
            • Add or remove conversation members
            • Create a Connect conversation from a Visual Task Board
          • Connect Chat administration
        • Connect Support
          • Monitor incoming Connect Support conversations
          • Share knowledge in a Connect Support conversation
          • Transfer a Connect Support conversation to a different agent or queue
          • Add a user to a Connect Support conversation
          • Escalate a Connect Support conversation
          • Connect Support chat states
          • Connect Support administration
            • Migrate from legacy chat to Connect Support
            • Properties for Connect Support
            • Administer Connect Support queues
            • Make a Connect Support queue accessible to end users
            • Add a scripted extension point for Connect Support chats
            • Connect Support metrics
            • Configure the add support users property
          • Service Desk Chat Platform Analytics Solutions
          • Connect Support and Service Portal
      • Classic Orchestration
        • Introduction to Orchestration
        • Domain separation and Orchestration
        • Activate Orchestration
          • List of Orchestration plugins
          • Orchestration Runtime plugin
          • List of Orchestration activities
          • Available activity packs
          • Deprecated Orchestration activities
            • Reactivate a deprecated activity
            • SOAP Message workflow activity
            • Probes used by Orchestration
            • PowerShell activities
            • SSH activities
        • Orchestration applications
          • Orchestration ROI
            • Create Orchestration ROI labor rate cards
            • Create an Orchestration ROI automation entry record
            • Create an Orchestration ROI correlated task rule
            • Configure the time range for Orchestration ROI calculations
            • Installed with Orchestration ROI
            • Orchestration ROI reports
              • Orchestration ROI standard reports
              • Orchestration ROI premium reports
          • Client Software Distribution
            • Request client software distribution
            • Installed with client software distribution
            • Create licenses and counters for distributed software
            • Extend a software lease
            • Client software distribution from SCCM
              • Configuring SCCM
                • Configure the Application Administrator role on the SCCM server
                • Update the SCCM cmdlet libraries
                • Configure the MID Server for SCCM activities
                • Create Windows credentials for SCCM deployments
                • Retrieve SCCM data for client software distribution
                • Set up a software model for an SCCM application
                • Define an SCCM configuration
                • Create a catalog item for an SCCM application
              • SCCM deployment
              • Client software distribution validation process
              • SCCM software revocation
            • Client software distribution dashboard
            • Client software distribution extension framework
              • Configure client software distribution providers
              • Client software distribution extension keys
              • Client software distribution extension points
        • Orchestration examples
          • Active Directory automation example
        • Orchestration activity packs
          • Use an activity pack
          • Active Directory activity pack
            • Add User to Group AD activity
            • Change AD User Password activity
            • Create AD Object activity
            • Disable AD User Account activity
            • Enable AD User Account activity
            • Is AD Account Locked activity
            • Query AD activity
            • Remove AD Object activity
            • Remove User from Group AD activity
            • Reset AD User Password activity
            • Unlock AD Account activity
            • Update AD Object activity
          • Azure AD activity pack
            • Add User to Group Azure AD activity
            • Assign User License Azure AD activity
            • Create User Azure AD activity
            • Delete User Azure AD activity
            • Get User Info Azure AD activity
            • Remove User from Group Azure AD activity
            • Remove User License Azure AD activity
            • Reset User Password Azure AD activity
          • Exchange activity pack
            • Configure MID Server for Exchange
            • Pass multivalued properties with an Exchange activity
            • Create Address List activity
            • Delete Address List activity
            • Get Address List activity
            • Move Address List activity
            • Set Address List activity
            • Update Address List activity
            • Create Mailbox activity
            • Delete Mailbox activity
            • Disable Mailbox activity
            • Enable Mailbox activity
            • Get Mailbox activity
            • Set Mailbox activity
          • F5 Network Management activity pack
            • Add F5 Pool Member activity
            • Get F5 Pool Member activity
            • Delete F5 Virtual Server activity
            • Check F5 Pool activity
            • Add F5 Profile to Virtual Server activity
            • Modify F5 Virtual Server activity
            • Add F5 Virtual Server activity
            • Delete F5 Pool Member activity
            • Delete F5 Pool activity
            • Add F5 Pool activity
          • Infoblox DDI activity pack
            • Create a REST credential for Infoblox activities
            • Infoblox workflows
            • Infoblox roles and permissions
            • Infoblox DHCP activities
            • Infoblox DNS activities
            • Infoblox IPAM activities
            • Infoblox network activities
          • PowerShell activity pack
            • PowerShell activity designer
            • PowerShell protocols and troubleshooting
              • MID Server PowerShell files
              • PowerShell troubleshooting
            • Join Domain activity
            • Install Windows App activity
            • Change Service State activity
            • Restart Windows Server activity
            • Uninstall Windows App activity
          • Probe activity pack
          • SCCM activity pack
            • Request SCCM activities
            • Configure the MID Server for SCCM activities
            • Add to Device Collection activity
            • Add to User Collection activity
            • Get Applications activity
            • Get Deployments activity
            • Get Device Collections activity
            • Get User Collections activity
            • Is Device in Collection activity
            • Is User in Collection activity
            • Remove from Device Collection activity
            • Remove from User Collection activity
          • SFTP File Transfer activity pack
            • SFTP File Transfer workflow
            • Copy File activity
            • Create Directory activity
            • Get File List activity
            • Remove File or Directory activity
            • Rename File or Directory activity
            • Set File Attributes activity
          • SSH activity pack
            • Secure Copy activity
            • Files Compare activity
            • File Read activity
            • File Write activity
            • File Copy activity
            • File Replace String activity
            • Reset Linux User Password activity
          • Global activities
        • Orchestration activity designer
          • Introduction to credentials, connections, and aliases for Orchestration
          • Create custom activities using custom activity designer templates
            • General properties for activity designer templates
            • Create input variables
            • Data encryption for activity variables
            • Activity designer template pre-processing fields
            • Template post-processing fields
            • Auto-map activity output variables
            • Create an output variable
            • Create a parsing rule
            • Activity conditions
          • Orchestration custom activity templates
            • Create a JDBC activity
            • Create a SOAP web service activity
              • Auto-map SOAP activity output variables
              • Configure the SOAP execution command
              • SOAP template execution parameters
              • Create a JavaScript array in a SOAP template
              • SOAP template post-processing parameters
            • Create a JavaScript Probe activity
            • Create a PowerShell activity
            • Create a REST web service activity
            • Create an SFTP activity
            • Create a probe activity
            • Create an SSH activity
            • Create a run script activity
            • Create a JMS activity
          • Activity scoping
          • Publish a custom activity
          • Copy a custom activity
        • Orchestration databus
        • MID Servers for Orchestration
          • MID Server capabilities
            • Configure MID Server capabilities
          • Select the default MID Server for Orchestration
          • PowerShell probe version 2 system property
          • PowerShell log property
        • Use the Orchestration Usage dashboard
      • Task Communications Management
        • Task Communications Management process
        • Task Communications Management plugins
          • Activate Task Communications Management
            • Components installed with Task Communications Management
          • Install Collaboration Services for Task Communications Management
            • Components installed with Collaboration Services for Task Communications Management
        • Working with Task Communications Management
          • Define a communication plan
            • Define a communication task
            • Define a communication channel
            • Define a communication contact
          • Define a recipient list for communication contact
          • Create a plan type
          • Create a task type
          • Define contact responsibilities
          • View communication channel configuration
          • Configure Slack for a communication task
      • Classic Workflow
        • Getting started with workflows
        • Workflow editor
          • Workflow palette
          • Workflow editor title bar
          • Workflow editor keyboard navigation
            • Welcome page keyboard commands
            • Workflow drawing canvas keyboard commands
        • Workflow management
          • Create a workflow
            • Workflow properties
            • Create a workflow from a table
            • Create a workflow for a new service catalog item
            • Create a workflow for an SLA Definition
            • Ending workflows with multiple branches
          • Work on workflows
          • Workflows used as subflows
            • Pass a variable from a workflow to a subflow
            • Prepare a subflow
          • Using variables in a workflow
          • Workflow catalog variables
          • Workflow events
            • Workflow events in the base system
              • Glide events relative to workflows
              • Workflow event-specific functions
              • Event-specific workflow activities
          • Workflow stages
            • Use workflow stages
            • Add and translate stages
            • Workflow stage sets
            • Create a workflow stage field
              • Select a stage field
              • Display approvers in workflow stage fields
              • Workflow stage field icons and tooltips
              • Workflow stage renderers
            • Workflow fields with deleted records
          • Workflow validation
            • Workflow validator
              • ValidateTransitionOut
              • ValidateTransitionIn
              • ValidateDanglingTransition
              • ValidateSubflows
              • ValidateScriptForCurrentDotUpdate
              • ValidateLowestCommonTable
              • ValidateTableChange
              • ValidateParentFlow
              • ValidateSingleEnd
              • ValidateUpdateSetDependencies
              • ValidateUpdateSetParentDependencies
              • ValidateInputVarUpdateSetDependencies
              • ValidateWorkflowEndStages
              • ValidateWorkflowStageColumn
              • ValidateWorkflowStateValues
        • Workflow concepts
          • Workflow versions
          • Workflow scope
          • Domain separation and Workflow
          • Workflows and data separation
          • Workflow engine operation order
          • Workflow tables
        • Workflow administration
          • Workflow roles
          • Administering workflow contexts
            • Cancel a workflow
          • Scheduling a workflow
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HomeYokohama Now Platform CapabilitiesExtend ServiceNow AI Platform capabilitiesManage service capabilitiesNotifyNotify referenceComponents installed with Twilio Direct driverCurrent page
Table of Contents

Components installed with Twilio Direct driver

  •  
    • Yokohama
    • Xanadu
    • Washington DC
    • Vancouver
  • UpdatedJan 30, 2025
  • 1 minute read
    • Yokohama
    • Notify

Several types of components are installed with the Twilio Direct driver for integration with Notify.

  • Business rules installed with Twilio Direct driver

    Twilio installs the following business rules.

  • Tables installed with Twilio Direct driver

    The tables installed with Twilio Direct driver are described below.

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