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ACL & Query Business Rules: Why You Can’t Pick Just One
Every now and then, a well-meaning developer points to a Query Business Rule and says: “We’ve locked it down, we’re good.” On the surface, it looks true. The list only shows the user their own records. The data seems restricted. Job done, right? Not quite. What that developer has done is like putting up a…
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QR Code-Based Incident Creation from URL Parameters
Imagine you could report issues with just a quick scan of a QR code. In this article, I’ll show you how to set up a system in ServiceNow that lets users scan QR codes to create incident reports. This method makes it easy to report problems with meeting rooms, printers, or any other equipment in your…
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ServiceNow Virtual Agent & Third-Party Chatbots
I recently worked on a project where I had to configure ServiceNow to integrate with a third-party chatbot. In this setup, ServiceNow’s Virtual Agent acted as a secondary assistant, responding to the external bot’s requests when needed. Below is a high-level design of how ServiceNow interacts with the third-party bot through Virtual Agent API. The tricky part? Several departments…
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