Congratulations on activating Virtual Agent!Are you ready to give your users instant service anytime and anywhere? Looking forward to a boost in agent productivity? We thought so—and we’re here to help. Here are some great insights and resources to...
In the Rome release, Agent managers can now manage and view on-call shifts and normal work shifts in Workforce Optimization for ITSM with our latest integration with the On-call application. This allows managers, who manage a team of agents that work...
ACL(Access Control List) An instance uses access control list (ACL) rules, also called access control rules, to control what data users can access and how they can access it.(Simply restricting data) ACL rules require users to pass a set of requireme...
One of the latest offerings in the Rome release is the new and revamped Coaching application, part of the ITSM Professional offering. Coaching with Learning, available on the AppStore, combines the power of coaching opportunities, assessments, and vi...
"With regard to excellence, it is not enough to know, but we must try to have and use it." ~ Aristotle Achieving excellence is a journey and not an overnight achievement those real-world organizations tend to strive for. A very evident question every...
Hey Everyone, This articles explains how to bulk import the standard change templates using transform maps. The target table used is "std_change_proposal" Standard Change Proposal table. To download the templates of any particular table follow th...
Hi Guys, I recently had below requirement and it took quite a while to achieve this, so thought to document the steps. Hope it helps. Issue Description: Consider you have 2 reference fields. Depending on the value selected on the first reference fie...
Below are some more useful scripts 1. How to get data from server-side to client-side. Get single string value Create a client callable script include var AjaxUtil = Class.create(); AjaxUtil.prototype = Object.extendsObject(AbstractAjaxProcess...
One of the requirement I was working on in Servicenow was to generate a notification when an RITM is commented. The issue was as follows: When user enters multi-line comment on RITM for example: "This is a test This comment is on line 2" I used an em...
As you may know, in Agent Workspace, when one wants to create a Request based on an Interaction, a portal page is opened, one gets to select the Catalog Item, fill in the form and when the Catalog Item is submitted, the created Request is linked to t...
Let's cover some common scenario for MRVS with reference and lookup selectbox variables. MRVS value is stored as a JSON format. You can get the data from existing record and pass the value to the MRVS on the form. To get the data from server, create ...
Dictionary overrides—what they are and how to use them ServiceNow provides you with the flexibility to customize forms so that they can mirror your business processes. But sometimes tinkering with default values can be tricky. In this instalment of...
In our current solution we have our customers (end users) interact with Requests through the service portal, and our fulfillers work off of Tasks in the system. We had an issue where fulfillers were adding attachments to a Task and asking our custome...
Get started with Incident Management and check out these FAQs about process, states and more on Incident. We'll go over a few aspects like: Basic understanding of Incident ManagementThe Incident Management LifecycleMajor Incident ManagementAnalyzing...
Hello Developers, Please find below article to understand the basics about UI and Data policies. UI and Data Policies UI Policies and Data Policies can help to prevent users from accidentally (or intentionally!) making certain changes in our datab...
While reviewing community questions, I decided to write an article having some common useful scripts. 1. How to get duplicate records. /* Below script will return all the duplicate records sys_id and display name except the oldest one. Due to below ...
What is this utility and how does it help?This utility helps to create change requests using a template just like a standard one but follows the workflow built on normal change. This will help create a change request with child tasks and are availabl...
Latest Agenda: April 19 - Launch Virtual Agent with different experiences Cross-posting in this forum in case you missed it - Check out our Virtual Agent Academy, a live demo + Q&A video series hosted every other Tuesday. All sessions are recorded...
Cross-posting in this forum in case you missed it - Check out our Virtual Agent Academy, a live demo + Q&A video series hosted every other Tuesday. All sessions are recorded and posted to YouTube - playlist. Click Here to Register, and get notified...
I was trying to find the schedule publish process for Kb and i faced the situation the field "scheduled_publish_date" doesn't exist and this behaviour is related with com.snc.knowledge_advanced Plugin plugin (when isn't installed) therefore after ins...
seanflack
Dan Bruhn
Lindsey G-Prada
ServiceNow
Lisa Latour
Steph Morillo
