ITSM articles

K20 Lab2990 - Resolve Critical Issues Faster with Major Incident Management

Leverage this Community page to leave any comments or questions regarding the content covered during Lab2990 - Resolve Critical Issues Faster with Major Incident Management.

Bulk UI Policy Action Creator - Catalog Item / Variable Set

Are you getting bored of creating UI Policy Actions for each Variable? If the answer is Yes, then this is the right article for you. Normally, when you create UI Policy Actions for a Variable Set / a Catalog Item, you might need to create the same f...

LDAP - Nested Groups - add members to Parent Group as well from child Group

Hi All, If you need to add members of child groups to the parent group while doing LDAP groups import then see attached file with scripts. All these scripts are used in transform map which is used to import Child Groups. Example: Rob and Chris are ...

Recommended priority order & best practices to auto-determining Assignment group on Incident

Hello Folks, Assignment group auto-population / auto-determination is the most used methods in ITSM for Incident management. Automatically determining assignment group helped them in better routing of incident, less hopping and effectively less MTTR....

Creating a Service Request: Using Service Catalog Script API with Inbound Emails and Attachment.

Before We Start, make sure you have gone through below docs- Understand Inbound Email Actions,Understand Service Catalog Script API. Also, you can look at the Script Include "Cart" on your dev instanceUnderstand Attachment API’s. Example: Email based...

Change Management - Lead Times [Skip Weekends & Holidays]

In my previous article Change Management - Lead Times I was explaining a generic way to calculate Lead Time for a Change, in terms of calendar days; however you may want to skip Weekends and/or Holidays in some cases. Schedules Navigate to System Sch...

What happened to the "Extend" button for Contracts in New York

The "Extend" button has been removed from New York. The documentation here is not correct and an internal Documentation Request to reflect this has been made: https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/contract-mana...

ATF Steps for Change Risk Assessment [HOWTO]

Many of us have the problem to automate the change process due to the Risk Assessment.In the process you have to press the "Fill Out Risk Assessment" and "Execute Risk Calculation" UI actions for risk assessment in order to proceed with the test. As ...

Get Group Members Function [Business Rule]

Remember that you can create a global function that can be called whenever you need in the back-end. In this particular case the members of a group must be pulled in order to filter a User reference field in the form by a Group reference field in the...

To understand what is Widget Dependency and how to create the dependencies

One of the best thing about ServiceNow is, it provides services with every possible functionality. And this goes same with Service Portal. ServiceNow ,Service Portal provides easy‑to‑use services that can be accessed from any device, any time.So, Dep...

SLA's in ServiceNow (Complete Learning Demonstration)

In the below youtube video link below topic of SLA's has been covered: https://youtu.be/vjPFVcL248s 1. What is SLA ?2. SLA definition form field understanding.3. How to Configure SLA in ServiceNow?4. Difference between “Response” and “Resolution” SLA...

ServiceNow Reports

Service Now Reports Reports, How to create a new report? View reports, access in the left Menu, search/look for "Reports" and check the available options for you. Report options available Getting Started [Introdução] => Link d...

Change Management Script Impacted CI auto creation

/*Script to get the parent CI from CMDB rel CI and create impacted service/CI records*/ var sDebug = '';var allowedClasses = 'cmdb_ci_linux_server,cmdb_ci_win_server'; // Make a system property to store the list of CI classes in scopevar changeSysId ...

Integration Error: Mid-server Exception, Unable to resolve hostname and default midserver is down/invalid

Integration Error: Mid-server Exception, Unable to resolve host name and default mid server is down/invalid We were having an Integration to a SQL Server through Data source from workflow and faced this below error: Error in task: The integration to...

ServiceNow ITSM Important questions

50 Important Questions of ITSM What is order guide?What is record producer?In how many ways are notifications triggered?How you debug your code ?Can we send notification on condition basis ?Difference between Scoped application and Global applicati...

Multi Row Variable Set [MRVS] Catalog Client Script Validation - OnSubmit()

We had a requirement of ordering multiple items using service catalog with some variables like Item Name, Quantity etc. This was usually handled in a way by creating multiple catalog items and adding them to the cart. But, in this scenario, our requi...

ITOM Series 3 Article 4: Software Reconciliation against Entitlements

Hi All. I have been publishing articles on Discovery and software normalization. Please refer to the following link: Discovery and Software Normalization In this article, I am going to talk about reconciliation process. What is License Reconciliation...

Accessing Multi-Row Variable Sets in a Record Producer

Hi All, I recently had the displeasure of figuring out how the heck the new multi-row variable sets work, and how to mash the data into a record producer script to get something useful on the other side. There doesn't seem to be much (if any) documen...

Scripting Standard Change Templates in a Scoped Applications!

Scripting Standard Change Templates in a Scoped Applications! Recent times I faced issue to Apply Standard Change Templates in Scoped Applications as applyTemplate function doesn't work in scoped application.Here is what I did to Achieve this! Step 1...

CMDB Mass Downstream Relationship Query - collect ALL relationships with a script

Ever getting requests to be able to query your CMDB for all/every downstream relationship? It is something that has come up frequently for me. The GUI OOTB CMDB query builder is of course incredibly powerful (and easy to use) but I also feel as tho...