ITSM articles

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...

Service Level Management (SLA) with Timezones and Schedules across multiple organisations / Teams

I have come across a business requirement at one of my large enterprise customers which is somehow special to the ServiceNow platform, but still something I bet most larger customers working with outsourced IT teams should encounter - one way or anot...

Provide Your Expertise in Shaping a Future Feature for Service Setup! [10 minute survey]

Hello ITSM Community  We are in progress of improving various aspects along the service setup experience for our customers. Please help us understand your current experiences when entering a Business or Technical service into ServiceNow, while prov...

Article #7 - Log all executes Workflow steps in Activity Log

Hi One interesting question asked in the Community was, if we can track all Workflow Activities executed on any given record in the work notes of the attached record. Scenario: You have a Workflow attached to an Incident, and you want to track each...

Copy Call data on catalog item variables

While working on the call record and their management -I came across a requirement to convert call records to service request and copy the short description and description of the call record onto the variables on catalog item.The basic approach avai...

Basic concepts for List and forms

This article for all but specially freshers who is new to service now because when I was new to service now it was very difficult to understand the flow related forms list or configuration respect to it so base on this I have created this article to ...

All Variable Read Only Using Single Click in Catalog item

Here i'm going to share one script using that all variables in catalog item becomes read only. Now we see that for making multiple field Read only we need to write one or more UI Policy action in case of ui policy as per the best practice and also it...

Ranking Incidents

I struggled a bit with this (and the documentation out there), so figured I’d share with the community. In relation to: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/list-administration/reference/r_ContextRanking....

Design the ITIL change management process flow

RFCs need to go through a managed process to guide decision making and execution toward a successful outcome. A formal change management process is critical to implementing change in a fast, resource-efficient, low-risk manner. The change management ...

Best practices for successful ITIL incident management

Best practices for successful ITIL incident management:- Offer multiple modes for ticket creation including through an email, phone call, or a self-service portal.Publish business-facing, custom IT incident forms for effective information gathering.A...

Knowledge OOTB - Documentation gap - Ownership groups and User criteria

Knowledge OOTB - Documentation gap - Ownership groups and User criteria in knowledge articles. Use case: Control access to knowledge articles using user criteria as per Servicenow documents/release notes. https://docs.servicenow.com/bundle/geneva-ser...

Q&A from the Orlando release broadcast - IT Service Management (ITSM)

Help us welcome in the latest Now Platform® release. Orlando — is now available! Now Platform Release Fact Sheet: Orlando Orlando release is now available (Summary Blog) ..................................................................................