Tips and tricks when closing incidents

"You build on failure. You use it as a stepping stone. Close the door on the past. You don't try to forget the mistakes, but you don't dwell on it."-Johnny CashIt's a good feeling to close an incident...

Troubleshooting SAML and Updating Certificates

Hi! I'm Mary, and I'll be taking over for Katharine Campbell to get you the latest ServiceNow support videos for the next few months. I'll publish a new blog post every Tuesday, so keep an eye out for...

How active is your data?

No this isn't a sales pitch to go out and buy your instance a gym membership. You should, however, consider whether you are making your database work unnecessarily hard. Having an 'active' column on a...

Redirecting the Back to Catalog button

If your Back to Catalog button in the Service Catalog on Eureka seems to have a mind of its own — for example, like jumping back from the technical catalog to the service catalog home page — this may ...

Troubleshooting SAML 2.0 Integration Errors

If SAML isn't working for you as expected, you might find this new video helpful! It provides guidance for troubleshooting errors related to SAML 2.0 integration with ServiceNow instances. It applies ...

Troubleshooting email notifications - Send to the Event Creator

"Beware, Beware of the Event Creator," one of our experienced Implementers rfedoruk wrote in a Tweet last week. I have to agree with him 100%.Looking back to when I started working at ServiceNow, when...

Modeling Software: Model Management Part 9

This is the final post in this series on Model Management. Previous posts are available here: Role Model, or Why Model Management is Important Models vs. Model Categories: Model Management, Part 2 Wha...

The Who, What, When, Where, and Why for Asset Management Training

I often get questions requesting more details about the ServiceNow Asset Management course. These questions range from: Is the course designed for Asset Managers or System Administrators? (The answer ...

Knowledge Base Digest: Service Catalog - January 20, 2015

The Knowledge Base is kept current with frequent edits and additions. Find out what is new and stay up-to-date on the latest ServiceNow Knowledge Base articles by reviewing the weekly KB digest.Recent...

Field Day: Model Management Part 7

In this installment of the Model Management series, I cover some of the default fields included in the Model record and how they are used or can be used in your environment. If you have not read previ...

Understanding my SLAs Part III — Pause Times

In Understanding my SLAs Part I, we discussed where you can find the missing time in an SLA workflow. In Understanding my SLAs Part II, we went over the difference between actual and business elapsed ...

Understanding my SLAs Part II - The Difference between Actual and Business elapsed times

Imagine, you just got off the phone with your manager, telling you that all your SLAs that ran over the weekend have breached, and you have some explaining to do. I would think this would have you sha...

What is Cloning, How it Works & Best Practices

ServiceNow System Cloning:

How to Setup Notify for Incident Alert Management

My last video post highlighted How to Setup Incident Alert Management - YouTube. Today's video explains how to setup Notify to work with Incident Alert Management. Notify increases the functionality o...