ServiceNow - Support client script

@lalikuma ,

Thank you so much for posting this question, as we do get this very frequently. ServiceNow actually has the same limitations that we have here: A catalog item cannot have catalog client scripts that are defined for Now Mobile or Service Portal if you intend to have the form fillable in-chat. This comes down to a technical limitation related to the ServiceNow-specific flavor of javascript used to write these functions which requires running in a browser. In fact, with the exception of the variables Attachment, IP Address, and Container Split, we have feature parity regarding what is supported for in-chat fillable forms with respect to ServiceNow. A full list of what is supported in Moveworks can be found here.

A common follow up question is: could we render the forms as an iframe in chat instead, thus enabling forms to be filled in chat? The answer to this question is also no, as there are limits to authenticating into the portal which prevent this from working.

In short, to make your forms in-chat fillable (and more generally, AI bot ready), please follow our guide here.

Dray

I’ve subscribed as I’d love to hear if/when MW hears of anything changing on the SN side, but we’ve had this exact issue from the beginning so I’ll share what we’ve done in hopes it may help others!

Our workaround (not a great one but we’ve had no choice to make some of our forms bot fillable) was to have our bot ignore specific client scripts using the scripts sys_id (MW Setup → Forms → Ingestion Setup → SN → add the script you want to ignore in the “Script ID's to ignore” section. This will make the form bot fillable, but at the same time will impact that end user experience part of why we’re all using client scripts in the first place.