Sharing some Incident Management Best Practices... Resolution The team\group that resolved the incident owns resolution. Regardless of if they do not directly manage the technology or service. If you fixed it you own it. Resolution is not about bla...
var dupRecords = []; var gaDupCheck1 = new GlideAggregate('incident'); gaDupCheck1.addQuery('active','true'); gaDupCheck1.addAggregate('COUNT', 'short_description'); gaDupCheck1.groupBy('short_description'); gaDupCheck1.addHaving('COUNT', '>', 1); ga...
Introduction Have you ever wanted to know how to process and Excel file without using import sets, keep reading.. this article is going to rock your ServiceNow world. Business Use Case One of my customers wanted an easy way to load CIs in the Impa...
The first step is to set up a 'Processor' record to handle the export. & UI action to call the processor. There are 2 ways to set up the processor & Ui action. 1. You can try importing the attached update set file through retrieved update sets into y...
Request Management: Provide AI-powered self-service for employees and customers. Make it easy to request products, services, and answers—anytime, on any device. To learn more about request management review these resources: ServiceNow ITSM Overvie...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Continual Improveme...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Digital Portfolio M...
Hello All, While exploring this Continual Improvement Management module, I have created the below template for my reference. It might help you while configuring yours. CIM Lifecycle State: New When an Improvement initiative is first created, it is...
How to optimize work assignment over time in ServiceNow with 6 out-of-box capabilities Deflection of customer calls toward self-service, IVR (Interactive Voice Response) and chatbots is a sound investment to improve the efficiency of your IT Servic...
Step 1: Configure Below After Business Rule : Table : sys_attachment When : After and Insert Filter condition : Table Name is sc_task Script : (function executeRule(current, previous /*null when async*/) { //GlideSysAttachment.copy('sc_task'...
You can create or edit a catalog item (catalog item or record producer) using a visual and guided experience along with specified restrictions. The catalog builder experience enables you to delegate the creation and maintenance of the catalog. See ...
ServiceNow training and certification sets you and your business up for success, which is why it’s critical to make training an essential part of your ServiceNow program. By building the right skills, you can deliver more value more quickly, increase...
Welcome to ServiceNow®IT Service Management Pro Whether you've just upgraded to ITSM Pro or want to expand the value of your existing ITSM Pro deployment, this guide gives you the information you need to benefit from ITSM Pro's advanced capabilities...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is the Walk-up Experie...
Requirement gathering during the kickoff meeting is and will always be a crucial step. Since it’s a stepping-stone for any implementation, it’s crucial that it should not be messed up and it must go in a smooth way. Part 1 for Incident Management I ...
Hi All, If you have a problem to find the way how to manage filters for UI Actions in Agent Workspace Related Lists, I've found the resolution. As you probably know, to create UI Action on Related list in AW you need to go to filter navigator and cli...
I'm sharing what I created and use to get a good understanding of what the End User Experience is for Request Fulfilment. I combined UX concepts with Process Mapping . It helps outline what users do, how they interact with technology , what the techn...
Service Operations Workspace provides much simpler and intuitive view than the classical UI. as way to encourage users to adopt Service Operations Workspace in their day to day operation, you can create a simple UI action that can take ITIL users ...
Introduction Although every organization is different, there are several points of prescriptive guidance when advising customers on configuring categories. Please also refer to the Incident Management Implementation Workshop deck and Incident Managem...
Overview We are setting up our Service Catalog and I'm exploring ways to make the catalog "one stop shopping". One obstacle to "one stop shopping" is that some types of requests are hosted on ServiceNow and some are not. Sometimes you can move an app...
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Dan Bruhn
ServiceNow
Lindsey G-Prada
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Steph Morillo
