Don't have UI11? Use Labels

I love UI11. One of my favorite features is that wonderful edge on the left to quickly navigate through the system the favorite items that I choose. Unfortunately, not all ServiceNow customers have UI...

Service Catalog : Dynamic Rule Base Generation - Order Guide

This post will explain on how you can generate a dynamic rule base for an Order Guide of a Service Catalog.Suppose you have four options given to you in an Order Guide form, A,B,C and D. You will have...

A Customer-centric model for handling Incidents

A few weeks ago we launched a new set of enhancements to our internal ITSM processes at ServiceNow.As customers you won't see this work filter through to your own instances with the Berlin release thi...

Class Question (CQ) Workflow Versions and Contexts: How Do They Relate to Each Other?

IntroductionA workflow can be likened to the Six Million Dollar Man-it can be rebuilt, with new activities improving the automation of a process. During the lifespan of a workflow, many versions and c...

UK ServiceNow User Group meeting - Tea and cakes at Harrods

Today I went to the ServiceNow UK User Group hosted by Harrods and Focus Group Europe.It was my first outing to a user group and it was a really great opportunity to meet customers and make new contac...

Large Teams (Part 1 of 3) - Debugging

For the past year or so I've been working with large customers with large deployment teams. This differs greatly from when I was a customer with a team of two people configuring the platform. As a res...

Edit a Workflow Directly from a Task

A couple of weeks ago, I saw a great idea from Alex Yupanqui, who works for ServiceNow, to create UI actions to allow users to directly edit a graphical workflow from the associated record. I've taken...

Returning multiple values with GlideAjax

I've heard a number of questions on how to use GlideAJAX to return multiple values. It wasn't clear in the wiki (until now) how to do this so most people were sending a string array of values to be pa...

Point de vue en Français : Software as a Service, les faux a priori

Software as a Service, plus connu sous l'acronyme SaaS, est l'offre qui tire l'ensemble des concepts du fameux Cloud. Avec une croissance í deux chiffres, celle-ci est néanmoins freinée en raison de n...

Comparing Client Dates

I just came across a case where someone was comparing two date fields on the client to validate that the one was later than the other. To accomplish this they created a script include to compare dates...

Walking to find all tasks.. for all relationships..

I had an interesting challenge set to me by Paul Hardy of Informa recently.He has a CMDB in his ServiceNow instance which defines his applications and its dependancies on his Infrastructure.His reques...

Show a Table Schema Map from any Form

Table schema maps are a very useful tool to aid in visualizing the setup of a table and its relationships to other tables and fields in ServiceNow. This functionality is something that every ServiceNo...

Planning for Major Incidents

Over at "The ITSM Review" I talk about Major Incident planningThe topic came up during a conversation with a customer about the best way to handle Major Incidents. We agreed that it doesn't require a ...

Improving your ITSM system in a release driven way [Part 3]

My last couple of blog posts have been about Improving your ITSM system in a release driven way.If you missed them go back and read Part 1 and Part 2The aim of thinking in a release driven way is to m...

Additional SAML 2.0 configuration settings

Over the past few months I have had a number of clients contact me with issues regarding SAML 2.0. Due to the complexity of SAML 2.0, and the plethora of options associated with the specification, the...

Copying a Variable Set with variables, client scripts, and UI Policies

I recently had a situation where I was copying lots of variable sets, and the "Insert and Stay" UI Action was getting used all too frequently. So I decided to create a "Copy" UI Action to make a copy ...

Ask Why

It's quite likely that if you're reading this, at some point you'll be approached to add a field to a form, create a report, or change the system's behavior. Before jumping in and making that 2 minute...

CMS and Knowledge - Pasting from Word

Whose got 2 thumbs and is horrified every time they look at the Microsoft Word Generated HTML? This guy right here. Knowing full well that pasting from Word is a fast and simple method for knowledge c...

Your IT Department: To protect and serve (??)

Interesting exchange on Twitter this morning about the role of the IT Department and asking the question - are we scared of losing control.it made me think - are we there to "Protect" or to "Serve"? O...

In a public Knowledge Base, make an article visible to ESS users but not unauthenticated users

One limitation of making the Knowledge Base public is that you lose the distinction between an ESS user (without roles) and a user who is not logged in. You can't have an article that Joe Employee can...