Fix Common ServiceNow Issues

ACL Not Restricting Access in ServiceNow

I created an ACL but users who shouldn't have access can still see or edit the record/field.

Field Not Visible on Form in ServiceNow

A field exists in the database but I can't see it on the form, even in the form designer.

ATF Test Failing with Unexpected Results in ServiceNow

My Automated Test Framework (ATF) test was passing but now fails, or a new test fails when the manual steps work fine.

Business Rule Causing Infinite Loop in ServiceNow

The instance slows to a crawl or throws a recursion error when I save a particular record type.

Business Rule Not Firing in ServiceNow

My Business Rule is active but it's not executing when I save the record.

Encoded Query Returning Wrong Results in ServiceNow

I copy an encoded query from the URL or list filter, but when I use it in a script it returns different or no results.

GlideAggregate Returning Wrong Count in ServiceNow

My GlideAggregate query returns a different count than what I see in the list view or a GlideRecord query.

Script Include Not Found in ServiceNow

My server-side script throws 'Script Include not found' or 'is not a constructor' when I try to instantiate it.

UI Action Not Appearing on Form in ServiceNow

I created a UI Action (button or context menu item) but it doesn't appear on the form for me or my users.

getDisplayValue Returning Empty String in ServiceNow

Calling gr.fieldName.getDisplayValue() returns an empty string even though the field has a value.

getRefRecord Returning Null in ServiceNow

When I call gr.fieldName.getRefRecord() in a Business Rule or Script Include, it returns an empty GlideRecord.

setValue Not Persisting on GlideRecord

I call gr.setValue() in a Business Rule but the value isn't saved to the database after update().

sys_id Showing in Reference Field Display Instead of Name

A reference field on my form or in a list shows a raw sys_id instead of the expected display name.

Now Learning Exam Voucher Not Working

My ServiceNow exam voucher is being rejected at Pearson VUE when I try to register for the exam.

Client Script Not Running in ServiceNow

My Client Script is active and saved, but it doesn't execute when I load or change the form.

GlideAjax Call Not Returning Data in ServiceNow

My GlideAjax call fires but the callback receives null or empty data from the Script Include.

g_form Is Undefined in ServiceNow Client Script

My Client Script throws 'g_form is not defined' or 'Cannot read properties of undefined' errors in the browser console.

CMDB CI Not Being Created by Discovery

Discovery runs successfully but CIs for certain devices aren't appearing in the CMDB.

Flow Designer Action Failing with Permission Error

My Flow Designer flow fails at a specific action with an Access Denied or permission error.

Flow Designer Flow Not Triggering in ServiceNow

My Flow Designer flow is active but it doesn't run when the trigger conditions are met.

Flow Designer Subflow Not Passing Variables Correctly

When I call a subflow from a parent flow, the output variables from the subflow are empty or contain wrong values in the parent.

Import Set Transform Failing in ServiceNow

My import set loads data but the transform map fails to create or update target records.

transform.map setMandatory Not Working in ServiceNow

I'm using setMandatory() in a transform script but the import still processes records with blank mandatory fields.

IntegrationHub Spoke Action Failing in ServiceNow

My IntegrationHub spoke action throws an error when the flow runs it.

Now Platform REST API Returning 403 Forbidden

My REST API call to the ServiceNow Table API or Scripted REST API returns a 403 Forbidden error.

REST API Call Returning 401 Unauthorized in ServiceNow

My outbound REST API call from ServiceNow returns a 401 error, or my inbound REST call to ServiceNow is rejected.

Knowledge Article Not Visible to Users in ServiceNow

I published a knowledge article but users can't find it in the Knowledge Base or Service Portal.

MID Server Not Connecting to ServiceNow Instance

My MID Server shows as Down or Not Validated in the ECC Queue or MID Server list.

Email Notification Not Sending in ServiceNow

I configured a notification but users aren't receiving emails. The notification record looks correct and I can't see any errors.

ServiceNow Email Inbound Action Not Processing

Emails sent to the ServiceNow inbound email address arrive but no inbound email action fires.

ServiceNow Notification Sending to Wrong Recipients

My notification is sending, but it's going to the wrong people or missing people it should include.

Performance Analytics Indicator Not Collecting Data

My Performance Analytics indicator is active but the scores table stays empty after the collection job runs.

Report Showing No Data in ServiceNow

A report I created shows 'No data to display' even though I know there are records that should appear.

Catalog Item Variables Not Saving in ServiceNow

Users submit a catalog request but the variable values aren't being saved to the RITM or task.

Service Catalog Item Not Loading in Service Portal

When I click a catalog item in the Service Portal, the page doesn't load or shows a blank form.

Service Catalog Workflow Not Creating Tasks

A catalog item's workflow runs but the expected catalog tasks aren't being created for fulfillment.

SLA Not Starting on Incident in ServiceNow

I configured an SLA definition but the SLA timer isn't starting when a new incident is created.

SLA Pausing Unexpectedly in ServiceNow

The SLA timer pauses at times I don't expect, or it resumes when it shouldn't.

Portal Widget Not Loading Data in ServiceNow

My Service Portal widget shows a loading spinner indefinitely or displays blank where data should be.

Service Portal Search Not Finding Records

Users search in the Service Portal but get no results, even for terms that should match catalog items or knowledge articles.

Attachment Size Limit Being Hit in ServiceNow

Users get an error when uploading attachments, or large attachments silently fail to upload.

Domain Separation Not Filtering Records Correctly

In a domain-separated instance, users are seeing records from other domains or can't see records from their own domain.

Scheduled Job Not Running in ServiceNow

My Scheduled Script Execution (sysauto_script) is configured but it never runs at the scheduled time.

Scoped App Cross-Scope Access Denied in ServiceNow

My scoped application throws a 'Requested operation requires an explicit cross-scope privilege grant' error.

ServiceNow Instance Clone Not Completing

An instance clone has been running for hours with no progress, or it fails partway through.

ServiceNow Instance Running Slow

The instance feels sluggish — pages take a long time to load, forms save slowly, and users are complaining about performance.

Update Set Collision When Applying to Target Instance

When I preview an update set, it shows collisions or errors, and applying it might overwrite target changes.

Update Set Not Containing Expected Changes in ServiceNow

I committed changes in an update set but when I preview it on another instance, some customizations are missing.

Role Not Granting Expected Access in ServiceNow

I assigned a role to a user but they still can't access a module or see records they should be able to see.

User Cannot Log In to ServiceNow

A user reports they can't log into the instance. They get an error or are redirected back to the login page.

Approval Not Routing to Correct Approver in ServiceNow

An approval is created but it's assigned to the wrong person, or no approval is created at all.

Workflow Not Triggering in ServiceNow

I associated a workflow with a table/record but it never starts when the condition is met.