Now Learning @ Knowledge '22 - IT Service Management - Bellini 2101B

[Tom Dunnam]

Welcome to ITSMF at Knowledge 2022.  Here is where you can post questions, information, articles, etc relating to our course and discussions.  

• Please introduce yourself and where you are from.  If you'd like to add more info, please expand on your introduction - like company and job title. Use this as a great networking area.
• Post questions regarding our course discussion.
• Please add comments to the posts.  As well, if you find an article or link to ITSMF information - this is the spot to update.  Our training staff will also be monitoring and posting.

• Here is the link to reserve a student lab instance  https://clabs.link/itsmf-may-281
  Username is:  admin
  Password:  itsmf-may-281
• The labs will be available until Sunday 5/29 (this article will live on and on!)

We are looking forward to a great time at PreConference Training, the Knowledge Conference Key Notes, Sessions and Expo.  Enjoy your time at ServiceNow Knowledge Conference

Instructors and Assistants:
Tom Dunnam - Email
Gavin Lowe
Alicia Campen
Fabrizio Egidi
Malik Pridgeon
Riley Clampitt
Sean McClean

[seanpmcclean]

Couldn't agree more! Particularly because this was one of the things that made ITSM so "black box" and opaque to upper management, and hence tied the budgets (and hands) of many ITSM efforts..

[Paul Porter]

Thanks Fabrizio! I thought as much. I had looked into it last year but was hoping ServiceNow and Atlassian folks would have a pow-wow to work on an integration.

[seanpmcclean]

K'so...

Here's the initial link in Docs:

https://docs.servicenow.com/en-US/bundle/sandiego-it-asset-management/page/product/software-asset-management2/concept/integrate-with-confluence-cloud.html

aaannnddd there's a video walkthrough here...

https://www.youtube.com/watch?v=PITvxvn_oZ4

There is also a Confluence Spoke in the Integration Hub

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/integrationhub-store-spokes/task/setup-confluence-cloud.html

But this is more about Asset than Knowledge... I'm still looking on this one...

[Michael Bersin]

Can you increase the zoom / font size when you demo the system?  It's hard to see (slides are fine).  

[Ben Nichols]

Love the San Diego UI and look forward to seeing it in PROD when we upgrade next month. Curious if there have been any Now Learning short videos or other training tools I can reference for my non-IT savvy customers who may have a difficult time when their left-nav disappears or to help them manage this change?

[Fabrizio Egidi]

To add something to the custom integration side you could find those links:

Custom Integration between Confluence KM and Servicenow KM: https://community.servicenow.com/community?id=community_question&sys_id=f4d8273fdb543010a4c10b55ca96...

More info on Docs: https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/co...

There's a paid App available on the store which does that though: https://store.servicenow.com/sn_appstore_store.do#!/store/application/e49d4e761b9a011095b1ca23604bcb...

Hope this helps!

[Paul Porter]

Wow... thanks!

[Paul Porter]

Thank you Sean!

[Robert Henehan]

Is there an extract we can do from Confluence to generate knowledge articles? 

[Paul Porter]

Wish I knew. Sorry I an't help.

[Paul Porter]

UC Davis Portal

https://servicehub.ucdavis.edu/servicehub/?id=ucd_index

[Dan Vincent]

In the information about this Learning Now instructor-led class I understood we would receive a voucher for a related exams of the many you offer. I am asking what is that exam we will receive a voucher for?

[Dan Vincent]

In the information about this Learning Now instructor-led class I understood we would receive a voucher for a related exams of the many you offer. I am asking what is that exam we will receive a voucher for?

[Jon-Pierre Jacq]

Hey all!  My name is Jon-Pierre, I am the Director of IS Customer Service at Children's Health in Dallas, Texas.  My main responsibilities are managing the IS Service Desk, Hospital Operators (PBX), Emergency Code Operators, and Facilities Operators.

In ServiceNow, I am the owner of the ITSM Module, Major Incident Management, Problem Management, and Knowledge Management.

[Brian Pate]

What is the most reliable way to get the full inventory of ALL active catalog requests?

[Community Alums]

Hi! My name is Chadron Bryant and I am from Raleigh, NC. I work for Align Technology, the maker of Invisalign, as an IT Manager responsible for the ServiceNow Platform. I manage a team of ~10 spread across different regions and am responsible for anything in/out of the tool, including our ITSM module. 

[gavinsn]

Here are some good ones that I found. 

These are videos on Youtube.

https://youtu.be/y-gWZiTCzYQ 

https://youtu.be/-z9dobdy34w

Here are some videos in Now Learning:

Get Started with the Next Experience User Interface (UI) and Unified Navigation

SAN DIEGO: PAR: Polaris - Theming Core UI Pages & Widgets

[gavinsn]

Under the Service Catalog Application, there is a section for open records and you see a module for Requests. I have attached the screenshot

[seanpmcclean]

From a table perspective, the BEST thing to know is that the table, is sc_request, and that the key field is Active:

Soo... When filtering on that table, (sc_request) filter for Active=true

(super-sneaky admin trick: as a cheat - if you are an admin - you can type the name of the table: sc_request and then add ".list" in the navigator window to get a list of ALL) then filter for Active...

The "Click Here" path should look like this:

NOTE the filter shows that this is ONLY for records where Active = true

[seanpmcclean]

(I'll pass this on to Tom)

[Eliot Mooiweer]

You could call the table from the filter navigator, e.g. 'sc_request.list' will just bring you to the full list of all entries in the catalog request table. (For each requested catalog item you can use sc_req_item.list).

(P.S. If you want a list of all the table names you can go to sys_db_object.list) 

[seanpmcclean]

Here are some other ones from our Amazing Team:

Now Learning:

Next Experience Unified Navigation Overview = https://nowlearning.service-now.com/lxp?id=learning_course_prev&course_id=5c2dd0101bb48050b1c7fe631a...

Get Started with the Next Experience User Interface (UI) and Unified Navigation = https://nowlearning.service-now.com/lxp?id=learning_course_prev&course_id=3edcc0b8dbf24d90ad1cf9c8f4...

Get Started with the Now Platform = https://nowlearning.service-now.com/lxp?id=learning_course_prev&course_id=9455b7f91b288050528f639fbd...

[Jeff_GWC]

Does anyone find that their users get confused that a Request (REQ) has been approved at the top level, but the Requested Item (RITM) has not yet been approved? 

And not necessarily just the requestors, but other IT personnel as well seem to get confused between the two records. 

[Christopher Wil]

In many cases I find that REQs are best aligned for groups of a request Parent/Child or Children.  I do see the value of having the REQs overall.

[seanpmcclean]

And a new question: If you are using Hardware Asset Management (HAM) or Software Asset Management (SAM), will it recognize your catalog requests from the catalog??

(I had thought yes... but I have been pretty fantastically wrong in the past...)

[Christopher Wil]

Hey Sean, When looking at the Product Catalog it looks like the Catalogs for SAMp and HAMp and align at the product level and would be normalized at the model level.  Those catalogs appear to be build outside of your standard Service Catalog.  Below is what I was able to find around the Asset Management Product catalogs.

https://docs.servicenow.com/bundle/sandiego-it-asset-management/page/product/product-catalog/concept/c_ProductCatalog.html

[seanpmcclean]

Ah Great Catch and thanks for the call out to the reference article!

[cg6]

Question on incident states:

When an incident is created it would go to "New" state.  once it is assigned to a person it goes into "In Progress" state.   What happens when the incident is reassigned to another group?  wouldn't the incident state not go back to "New'?  (i.e the assign to is no longer popluated once reassigned) or would the incident state remain in "In Progress"?

[Eliot Mooiweer]

Hi Jeff, an example from my experience that helps to delineate the two would be in the case of an Onboarding Request. The (overall) Request gets submitted by the manager and approved by HR. The Request contains RITMs, which can individually be approved/rejected - allowing the IT hardware team to reject a request for unsupported hardware, or facilities to reject a RITM for an office assignment that is unavailable.

[seanpmcclean]

K'so...

the short answer is "it doesn't do that in the baseline instance"

the longer answer's are:

This is determined (I think) from the "incident events" business rule - which in turn is called by something else...

I think also the general thought is that:

 - even if it is being re-assigned, it is no longer "new". 

 - tracking and reporting would reflect from "new" the answer to the question: "how often do we have tickets that are tacking forever... because people just 'reset' it to new by reassigning..."

Hope that helps?

[gavinsn]

Ways to assign to a group:

At the service offering or ci level, they have a field called Support group. If you add a group there, it will populate to that group automatically. 

You also have assignment rules which determine the conditions that would allow things to be assigned to a group. I like assignment rules better because they have more flexibility.

[mattystern]

Here's a helpful post on building bi-directional filtering on Assigned To and Assignment Group (both ways, as opposed to one way): https://community.servicenow.com/community?id=community_question&sys_id=adf62b2cdbc21b804816f3231f9619bb

[gavinsn]

Service Offering image

[seanpmcclean]

For @Eliot Mooiweer one of my favorite articles on Join Reporting:

https://community.servicenow.com/community?id=community_blog&sys_id=aface625dbd0dbc01dcaf3231f961963&view_source=searchResult

[Community Alums]

Hey Instructors, I have woken up with a terrible migraine that isn't fading as of yet. I took my migraine medication but need to stay back a few until it dies down. Is there a virtual link to participate as well? Thanks, Chadron

[Alicia Campen]

Hi Chadron,

Sorry to hear about the migraine! We do not have a virtual link but we can review the content you missed when you come to class. 

[seanpmcclean]

Chadron, 

Working on an alternative we may be able to use - will follow up directly

[gavinsn]

Hi, 

We have found a way. We have a robot here and you have been sent instructions to log into it. Please let us know if you were able to do it.

[Eliot Mooiweer]

Where can the settings for the default view of a record (e.g. an asset) be found? 

[Paul Porter]

Hope you feel better soon Chadron. 

[Paul Porter]

Keep in mind, this applies only to the "new" state model. Happy to discuss.

[Kathleen Draper]

Hope you feel better! If you are here alone and need any help feel free to reach out to me....I don't know you, not trying to be creepy,  but just offering : )

[Mario Garcia]

System UI > Views has a list of all the views on the system

[gavinsn]

In the top context menu, you should see a views area and you can find it there. 

Here is a screenshot. 

[gavinsn]

To configure them, you can go to the form layout or designer. You can choose what goes in each view. 

[Kathleen Draper]

can you use both support group and assignment rules?

[Malik Pridgeon]

Chadron, sending you speedy recovery vibes! Please let me know if you need anything. 

[seanpmcclean]

Hi Jeff,

I'm not sure if an analogy would help, but I often describe it to users (and user groups) Like physical shopping in a grocery store:

 - the Shopping Cart (or Req) is always the same:  it has the same structure, appearance and "what you can fit in it"

 - the Items, (RITMs) vary wildly - in price, in size, in shape, in what you need to do with them before / after you get them home (i.e. another layer of approval)

I don't know if that helps, but sometimes explaining it that way I've found makes a difference for people I've worked with

[Mario Garcia]

Hello everyone my name is Mario Garcia and I'm one of 2 Admin/Developers for Cherokee Nation Entertainment / Hard Rock Hotel and casinos. I'm excited to be here to network and maybe pick up a tip or two about SNOW

[gavinsn]

Here is the customization pyramid.