ITSM articles

Service now Scripting Guide for Developers

This Book let contains total service now scripting

Service Level Agreements (SLA) FAQs

Service Level Agreements (SLA) — FAQs Questions addressed in this document 1. Why is my SLA not getting attached to the Task record? Check for "Active" flag on the SLA Definition Only active SLA definitions are evaluated. ...

Break time configuration in online walk-up check-in (Can be used for multiple breaks configuration in walk-up appointment)

We all know ServiceNow provides the capability to include break time with walkup appointment configurations, but this capability is not available with walkup check-in (Which is required by most organizations as agents need to go for a break or multip...

Service Operations Workspace - planning your deployment

Service Operations Workspace was launched as part of the San Diego release, using the Next Generation User Interface, and provides a configurable workspace that delivers a unified experience for multiple IT Service Management and IT Operations Manage...

ITSM Pro PI Implementation Guide

How can I implement Predictive Intelligence? Take a look at this snapshot below, and if you want to read more, simply download the attached PPT deck. Did you know? This article is a part of a series of documents and you can explore more by scrolling...

No readable comment field

The Behaviour: options.no_readable_journal_field_message = options.no_readable_journal_field_message || gs.getMessage("No readable comment field"); Solution: Additional comment is not captured in the Activity filter. go to the task table level a...

ITSM Pro VA Quick Start Guide with Service Portal or Microsoft Teams

Why should I use this Quick Start guide? This Quick Start guide leads you through a complete implementation path for ITSM Pro Virtual Agent with Service Portal or Microsoft Teams, including initiating, planning, executing, delivering, and closing yo...

Advanced PA- Spotlight(Operational Use case)

Recently, i have seen the spotlight feature of ServiceNow advanced PA in detail. Though, i knew about it from a long time but never realized it's true potential until i started preparing a use case for a new client. The other reason, it remain unexpl...

Advanced reference qualifier doesn't work from list

Very simple thing, but took a while to understand the cause, so here is it. Introduction Reference field in a child table of incident (custom "incident details" table) with advanced reference qualifier: The results list should contain only requests w...

SHA 512 Hashing - Script Include

var SHA512 = Class.create();SHA512.prototype ={ initialize: function() { var hexcase = 0; /* hex output format. 0 - lowercase; 1 - uppercase */ var b64pad = ""; /* base-64 pad character. "=" for strict RFC compliance */ ...

Header Message on Banner

Hi ServiceNow Community members, I would like to share how to add a customized banner message for any announcements needed for ServiceNow customers in the company. Hope this helps !!. And this is only supported on UI15. Any inputs for UI16 would be ...

Who can edit item in catalog builder

For a user to create item in catalog builder, the user should have catalog_builder_editor role. For an item to be editable by user in catalog builder, the user should satisfy any of the below requirement sets. 1. The user has catalog_admin role. or 1...

Service Catalog Data Lookup

Disclaimer: I've been searching for years for more documentation on Service Catalog matching tables and haven't been able to find any. There's plenty out there for matcher/lookup tables that can be applied to this concept, but I really wanted somet...

Is Snow a PaaS or SaaS ?

We can say that it provides both SaaS (in the form of ready made applications like Cognibot etc.). If any organization wants to create their own application using OOB then ServiceNow provides a NOW platform to deploy this application. In this case Se...

State Transition through State Flow Plugin (Id: com.snc.state_flows)

In last few weeks I have seen few questions on community where users are struggling to hide/show states based on other state values in various tables including incident, sc task, problem etc. There is a OOB free plugin named "State Flow (com.snc.s...

Normal Change Templates vs. Standard Change Approvals

Neither Normal Change Templates nor Standard Change Approvals are OOB ServiceNow functionality. And having approvals on Standard Change fundamentally goes against ITIL's definition of Standard Change. But how do you implement a way to create routin...

Populating CMDB Network CIs using the Meraki Dashboard API

As part of our ServiceNow CMDB implementation, I found the Meraki Dashboard API to be a straight forward way to build out a representative CI heirarchy of our network environment. This includes building parent-child relationships from Organization to...

ITSM Success Packs

Planning a ServiceNow rollout can be overwhelming, and there will be a lot of moving parts. To help you get started, ServiceNow has created Success Packs as a part of its implementation methodology. Using suggested outcomes, all the steps, resources ...

Increase User Adoption with Branded Emails

When an organization chooses to make the shift to ServiceNow for their platform of choice, the cultural and organization change that comes along with that: a new platform, a new user experience, new way of working - user adoption can be hit or miss. ...

SAP Solution Manager Adapter for ServiceNow

Up and running within a week Introducing CONCORN Snow Adapter 1.0 full integration between SAP Solution Manager 7.2 and ServiceNow. Change Request ManagementIntegration with Urgent Change, Normal Change, Admin Change and General Change. Also include...