While the community is a great resource for customer testimonials and unconventional solutions around the platform, the Knowledge Base is home for ServiceNow-created content. In the Knowledge Base you can count on the information coming straight from the source. That being said, you may not always get the news you want to hear from us in the KB, as opposed to a "workaround" shared on the community. Of course, always approach with caution when venturing into your own customizations.
10 most popular Knowledge articles of 2017
Contextual search on record producers does not work in Service Portal
Service Portal is a fan favorite. Many users this year were baffled by their contextual search not working on record producers. But not a lot of you knew that UI Macros don't work on Service Portal. In ServiceNow KB: Contextual search on record producers does not work in Service Portal (KB0610534) you received a XML file with for a contextual search widget.
Known Error Portal
The Known Error portal is THE place to get the top known issues that may be effecting your ServiceNow instance. It's no surprise that the portal was one of your top go-tos in the Knowledge Base during 2017. See ServiceNow KB: Known Error Portal (KB0597477) for all of the higher impact known issues that could effect you when moving from one release to the next.
Document ID field types are showing sys_id instead of display field when marked read-only
When a document id field is set to read only via ACL or dictionary, sever side methods, the field shows the sys_id instead of the display value when viewed in a form. In ServiceNow KB: Document ID field types are showing sys_id instead of display field when marked read-... you are advised from using the dictionary and to use a workaround instead.
Two-column layout of variables in the Service Portal does not match the layout in the instance
Several of you were running into the "Two column alternate Instance" showing a header field followed by four fields in a two-column, alternating-side layout with two fields per column. Yet, in the Service Portal, it shows one field in the first column and three fields in the second column. The ServiceNow team gave some insight and advice as to what you can expect from Service Portal functionality vs. Platform in ServiceNow KB: Two-column layout of variables in the Service Portal does not match the layout in the...
Unable to add or import groups to a domain separated instance after upgrading
This issue is specific to those with Domain Support enabled. During the upgrade, group data might be unavailable to users in non-global domains. This is due to the group table being temporarily used as the domain table. Customer Support will need to be contacted to help with this, but shouldn't be an issue in our latest release. See ServiceNow KB: Unable to add or import groups to a domain separated instance after upgrading (KB0623... for more info.
Service Portal: Variable set not hidden with g_form.setDisplay() function in a Catalog Client Script...
In Service Portal, variable set is not hidden when using g_form.setDisplay(, false) in a Catalog Client Script. The ServiceNow team gave some insight and advice as to what you can expect from Service Portal functionality vs. Platform in ServiceNow KB: Service Portal: Variable set not hidden with g_form.setDisplay() function in a Catalo... but the update set in Service Catalog on Service Portal may help you get close.
action.setRedirectURL and producer.redirect do not work on Service Portal
This issue is currently under review, but in the short term it's good to note that Service Portal does not currently maintain a navigation stack and so action.redirect and producer.redirect are not relevant to it. However, it is fixed in Jakarta ServiceNow KB: action.setRedirectURL and producer.redirect do not work on Service Portal (KB0621041)...
All pa_snapshots for an indicator are deleted
On a new or upgraded Istanbul instance, unlinking a breakdown from an indicator deletes all pa_snapshots for that indicator. In ServiceNow KB: All pa_snapshots for an indicator are deleted (KB0621762) it walks you through how to reprocess those deleted images.
Connect conversation (in full view) can cause requests to flood the default semaphore queue and cau...
You know what's worst thank shaky hands? Flooding the default semaphore queue! Restart the affected node, and follow the steps in ServiceNow KB: Connect conversation (in full view) can cause requests to flood the default semaphore... to prevent this from happening in the future.
Icons are wrong after upgrading, as the server always sends a '304 Not Modified' response even when...
For font file resources such as SourceSansPro and retina_icons, the server ALWAYS responds with a '304 Not Modified' response, even if the file actually has changed. This means that after upgrading from Geneva to Helsinki (where the icon fonts have changed) users will continue using the old Geneva icon font and that all icons throughout the interface are wrong. Depending on the number of users affected, you can leverage the workarounds in ServiceNow KB: Icons are wrong after upgrading, as the server always sends a '304 Not Modified' resp...
That being said, I think 2018 is going to have a wealth of solutions! Check out Best of 2016: 10 most popular Knowledge article solutions and workarounds for last year's most popular solutions.
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