ITSM articles

Configuration activities for Service Operations Workspace in ITSM

Refer to the attachment for information about basic and advanced configurations in Service Operations Workspace.

Catalog Item v. Record Producer: When & Why Simplified

Your Service Catalog drives self-service capability by giving your users everything needed to request products or services and receive streamlined request fulfillment - all from a user-friendly interface. As a new administrator, you may ask, "What is...

Restart/Retrigger a flow designer

Hi Community, In recent times I had a requirement to restart/retrigger a flow designer, the use case was to cancel the existing flow when the date field gets modified(there was a wait for condition on that date field). So when the date gets updated b...

Inability to upload files with a .har extention to an Incident record

The other day, I was helping someone who needed to attach a .har file to an incident in ServiceNow. Simple enough, right? Just drag and drop the file. But nope — ServiceNow wasn’t having it. The upload was blocked, and the user was stuck. At first, I...

How to configure incident management to align with CSDM; a leading practice guide

ServiceNow has made several changes to how incidents integrate with CSDM. This lays the foundations for Service Portfolio Management, Digital Portfolio Management, and ability to tie Events to Business Services. Ensuring first line agents capture a...

Next Experience UI New Features: Australia Release

Next Experience UI New Features:Enable auto-focus on page alerts and Next Experience All Menu Editing1) Enable auto -focus on page alerts : Automatically shifts focus to any page alert as soon as it appears. Importance of this Feature : This feature ...

Next Experience UI Keyboard Shortcuts

Next Experience UI Keyboard Shortcuts:Basic Shortcuts:Keyboard shortcutActionWindows key + PrtScnCapture a screenshot and save in Screenshots folder.Windows key + Shift + Up arrowStretch the desktop window to the top and bottom of the screen.Windows ...

Parallel Export: ServiceNow Australia Release

Parallel Export is a new feature that improves export performance for large datasets by splitting data into smaller chunks and processing them simultaneously.When to use:Dataset has 50,000+ records.Export is slow or heavy.How it works:Data is divided...

4 reasons event parameters display blank in email notifications and how to fix each one

Event parameters showing up blank in email notifications is one of those issues that looks like it should be simple, and then isn't. The syntax looks right. The notification fires. But where ${event.parm1} should be, there's nothing. It typically com...

Modern Change Management - Open Office Hours - Best Practices & Challenges

A big thank you to everyone who registered and came to our Change Management and release 'Open Office Hours' - where we address adoption issues and hold an open Q&A related to modern change. Attached are the Modern Change decks for reference, alon...

Expanded Role Inheritance for itil and itil_admin: Australia Release

Expansion of ITIL Roles with New Role InclusionsEarlier, in ITIL-based systems, a single role like itil used to handle multiple responsibilities such as Incident, Problem, and Change management. However, with the introduction of more granular roles, ...

How to Filter Users Based on Group Selection Using Reference Qualifiers

Problem - You have a "Select Group" field and a "Select User" field. e.g If a user picks "HR Support," they shouldn't have to scroll through 5,000 IT technicians to find the right person. Leaving fields wide open is a recipe for bad data and frustrat...

Migrating from legacy ITSM to ServiceNow ITSM

Migrating from your legacy ITSM system to ServiceNow ITSM can be both an exciting opportunity but also present a range of challenges both technical and with people/process. It's a chance to leave behind old working practices and really challenge the ...

Redirect Approvers Based on Role (Workspace vs ESC)

Redirect Approvers Based on Role (Workspace vs ESC) Description In some scenarios, approvers receive email notifications with links to review approvals. However, based on their roles, users should be redirected to different interfaces. Users with th...

Embedding a Search Widget Inside a Carousel Widget in Service Portal

This implementation uses two widgets: Carousel Widget (Parent) Homepage Search Widget (Child) 1. Carousel Widget (Parent Widget) HTML <div class="animated-hero-carousel"> <uib-carousel interval="options.interval" no-wrap="false"> <uib-...

ServiceNow Knowledge Management: How to Create a Knowledge Article the Right Way

ServiceNow Knowledge Management succeeds or fails based on one thing: whether your knowledge is treated as an operational system, or as a dumping ground for documents. Most teams think they’re “doing knowledge” because articles exist. Then adoption s...

Design Smart : The 5 Principles Every ServiceNow Builder Should Know

How thoughtful design thinking and architecture transforms good implementations into exceptional ones Introduction Welcome to this deep dive into the design thinking that elevate ServiceNow solutions from merely functional to scalable, maintainabl...

Building a Service Operations Organization: A Strategic Guide for IT Leaders

Digital services have become the primary delivery mechanism for business value. When they degrade or fail, the consequences extend far beyond the IT organization, measured in lost revenue, eroded customer trust, and diminished employee productivity. ...

Activities / Journal Entries Synchronization/Bi-Directional update between Parent & Child Tables

I have gone through many articles & community queries on how to copy the activities/journal entries between parent & child tables [Bi-Directional]. Either it can be RITM & SCTASK (Or) CHANGE REQUEST & CHANGE TASK (Or) PROBLEM & PROBLEM TASK etc., Bu...

Recommended training for ITSM

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...