South Florida SNUG articles

New! South Florida SNUG 2025

abannar — Wed, 11 Jun 2025 20:44:47 GMT

Hello SNUG Members!

We are excited to be planning the next South Florida SNUG for September 18th at TopGolf Miami Gardens and are looking for some input on planning!

Please take a moment to complete this brief SNUG planning survey to give your input on presentation and workshop topics!

Thank you!

RECAP: Virtual Florida SNUG + Innovation Workshop | 03.03.21

Christin Rhodes — Fri, 05 Mar 2021 19:09:58 GMT

South FL Community -

Thank you for making the first virtual Florida SNUG OF 2021 such a great success. We are so thrilled to have been the FIRST community to pilot the new platform and we hope you got to connect with your peers you haven’t been able to see in a while. The day was filled with great content, collaborative Q&A, and some comedic relief to round it out.

For those who were able to make it, please be sure to fill out our survey and provide us your feedback.

In case you missed the program or would like to re-watch a session, below are the following resources. Password: FLSNUG030321!

Presentation Recordings for the Pre-SNUG Innovation Workshop and SNUG Sessions (except Quebec Highlights)
Presentation decks (except Quebec Highlights)
Graphic Recording boards will be attached once completed

As always, we thank you for your participation and we look forward to seeing you at the next SNUG!

Event Recap: Virtual Florida SNUG

Jordan36 — Fri, 31 Jul 2020 13:53:01 GMT

South FL Community-

Thank you for making the first ever virtual Florida SNUG such a great success. The day was filled with great content, collaborative Q&A, and a fun filled happy hour to round it out.

For those who were able to make it, please be sure to fill out our survey and provide us with your feedback.

In case you missed the program or would like to re-watch a session, below are the following resources:

On-Demand Recordings for the Pre-SNUG CSDM/CMDB Workshop and SNUG Sessions (except Paris Highlights)
Presentation decks (except Paris Highlights)
Finalized Graphic Recording boards - attached

As always, we thank you for your participation and we look forward to seeing you at the next SNUG!

Looking for Speakers for Upcoming SNUG: November 29th!

carolinecampbel — Fri, 28 Sep 2018 02:20:17 GMT

We are planning our Q4 SNUG agendas and our customers want to hear from people like you—fellow leaders, developers, and architects ready to share creative solutions to their toughest IT, HR, security, and customer service challenges. Please contact caroline.campbell@servicenow.com if you're ready to share your experience and inspire your peers! Our next South Florida SNUG is scheduled for Nov 29th. More details to come!

Visit the SNUG booth at K18!

tracyo_brien — Tue, 08 May 2018 17:50:07 GMT

Visit the SNUG booth in the Customer Success Expo in the Community Lounge area to pick up your SNUG ribbon!

How to Create a Process Flow Formatter for Outages in Kingston

knight202 — Wed, 14 Feb 2018 14:52:38 GMT

As a former Help Desk Manager, I needed to know the high-level status of an outage at a moment's notice in order to brief the CIO and customers. I added a Process Flow Formatter to the Outage Form in ServiceNow's Kingston to achieve that objective. Watch how I do it below using zero code. Enjoy!

ServiceNow - How to Create a Process Flow Formatter for Outages in Kingston - YouTube

Items demonstrated in this video:

* Displayed where to activate the Process Flow Formatter plugin.

* Displayed an example of the Process Flow Formatter atop the Change Management Form.

* Displayed the location of the Process Flow Formatters in System UI.

* Displayed the 3 Outage Process Flow Formatter components I created and demonstrated how to create them and setup the conditions in condition builder. Also, dot walked some of the conditions.

* Displayed how to Configure the Layout for the Outage Form in order to have the Process Form Formatter at the top of the Form.

* Demonstrated the Outage Process Form Formatter's behavior when opening an Incident and a related Outage.

Personalizing Forms in Kingston

knight202 — Tue, 13 Feb 2018 12:11:34 GMT

I created this video in response to Kim Frick's comment on AAspenNow Solutions YouTube Channel. There will be more videos on Forms coming soon. Enjoy!

ServiceNow - Personalizing Forms in Kingston - YouTube

Items demonstrated in this video:

* Displayed the com.glide.ui.personalize_form plugin and explained how to activate it.

* Displayed the glide.ui.personalize_form.role and glide.ui.personalize_form system properties and explained their significance.

* Displayed the User Preferences module and demonstrated how records behave when users update their form as Admins and non-Admins.

* Showed how Admins can reset the user's form preferences from the User Preferences module and how non-Admins can reset the form.

Enable Auto Processing of User Self-Registration Requests in Kingston

knight202 — Mon, 05 Feb 2018 15:07:53 GMT

In my previous blog post I demonstrated how to setup User Self-Registration in Kingston. In the video below, I demonstrate how to Enable Auto Processing of User Self-Registration Requests:

ServiceNow - Enable Auto Processing of User Self-Registration Requests in Kingston - YouTube

Topics discussed in this video:

* Demonstrated where to find the ServiceNow documentation and set the system property to enable auto processing of user self-registration requests.

* Set the property to true.

* Created a self-registration request.

* Displayed the auto-update of the user table.

* Displayed the confirmation email from the ServiceNow instance.

Enjoy!

ServiceNow - How to Setup User Self-Registration in Kingston

knight202 — Mon, 05 Feb 2018 01:52:25 GMT

Click on the following link for the video: ServiceNow - How to Setup User Self-Registration in Kingston - YouTube

Demonstrated the following in this video:

* Activated the User Registration Request Plugin.

* Displayed the Instance Login Page Before and After the Plugin was installed.

* Submitted a request as a new user.

* Created the User from the Pending User Requests Module.

* Displayed the User Registration Processed Email the User Receives after the Profile is Created.

Enjoy!

How to query and copy a SYS ID in Kingston

knight202 — Sun, 04 Feb 2018 15:45:27 GMT

Demonstrated the following as an Admin and Non-Admin in this video:

ServiceNow - How to query and copy a SYS ID in Kingston - YouTube

* Query and copy a SYS ID in a list view.

* Copy the SYS ID while viewing the record.

* Personalize the list to include SYS ID.

* Where to find the SYS ID in the url (Non-Admin).

* Copy the SYS ID in the url.

Enjoy!

How to send multiple reports via one scheduled job in Kingston

knight202 — Tue, 30 Jan 2018 13:11:37 GMT

Below is the link to the video! Enjoy!

ServiceNow - How to send multiple reports via one scheduled job in Kingston - YouTube

Topics discussed in this video:

* Where to find the Scheduled Jobs module in the System Definition application.

* How to create a scheduled job.

* How to add additional reports to the scheduled job.

* Demonstrated the Execute Now UI Action.

* Demonstrated how the reports appear after the scheduled job email is sent.

How to Create a Critical Priority SLA Workflow in Kingston

knight202 — Mon, 29 Jan 2018 14:45:53 GMT

An IT Manager asked me how to receive Critical Incident SLA Warning Alerts before the SLA breaches. If you're also wondering how to set it up using a no-code workflow solution in ServiceNow's Kingston, see my video below. Enjoy!

ServiceNow - How to Create a Critical Priority SLA Workflow in Kingston - YouTube

Topics illustrated in this video:

* The Default SLA Workflow.

* How to copy the Default SLA Workflow and leverage it to create a Critical Priority SLA Workflow.

* SLA Notifications.

* How to add the Manager field to the User Form.

* How to add the User's Manager in the user's profile.

* Why Elapsed Percentage will be displayed as a higher amount than what is listed in the SLA Workflow.

* How to view the Outbound and Sent Notifications.

Incident Alert Management in Kingston Part 3

knight202 — Sun, 28 Jan 2018 13:40:46 GMT

Below is the final video on Incident Alert Management in Kingston! Enjoy!

ServiceNow - Incident Alert Management Part 3 - YouTube

Topics discussed in this video:

* Review of Contact Definition and how to create a Default Override.

* Walked-through the following Incident Alert Management Related Lists: Impacted CI, Incident Alert Task, Related Incidents.

* Resolved an Incident Alert.

* Displayed the PIR Tab after resolution.

* Opened an Incident Alert Task.

* Closed the Incident Alert Tab.

* Displayed where to find the Incident Alert Reports and the Incident Alert Homepage.

Incident Alert Management in Kingston Part 2

knight202 — Sat, 27 Jan 2018 12:38:21 GMT

Below is the link to the second part of Incident Alert Management in Kingston:

ServiceNow - Incident Alert Management in Kingston Part 2 - YouTube

Topics discussed in this video:

* Overview of Contract Responsibilities vs. Contract Definitions.

* Review of how to Create an Incident Alert from an Incident.

* Created 2 Contract Responsibilities.

* Created 2 User Contract Definitions - one with Default Override and the other as a Form Field Source.

* Created 2 Group Contract Definitions - one with Default Override and the other as a Form Field Source.

* Demonstrated how the records respond to the conditions listed in the Contract Definition.

* As a bonus displayed one awesome example of ServiceNow's out of the box client scripts.

Incident Alert Management in Kingston Part 1

knight202 — Fri, 26 Jan 2018 15:36:46 GMT

Please see my video on Incident Alert Management in Kingston:

ServiceNow - Incident Alert Management in Kingston Part 1 - YouTube

Topics discussed in this video:

* Basic overview of Incident Alert Management features.

* What's installed with Incident Alert Management in Kingston.

* Demonstrate how to activate the Incident Alert Management Plugin.

* Demonstrate how to Create an Incident Alert record from an Incident.

* Display incident_alert.config and some of the tabs.

Trigger and resume SLAs when a user updates an incident in Kingston

knight202 — Mon, 22 Jan 2018 21:57:10 GMT

Ever wonder how to trigger or resume an SLA when a user makes an update to their incident ticket? This video shows you how!

ServiceNow - Trigger and resume SLAs when a user updates an incident in Kingston - YouTube

Topics discussed in this video:

* Addressed a question from Community Post: SLA Restart Conditions

* Created an SLA that will trigger when a user opens an incident.

* Created an SLA that will resume an SLA in Pause when a user makes an update.

* Created a Business Rule which moves the State to In Progress when the user updates the incident.

* Opened incidents as user to demonstrate 1st SLA.

* Made update as user to demonstrate 2nd SLA.

* Dot-walked SLA conditions in condition builder.

* Demonstrated Impersonate feature.

Enjoy!

ServiceNow - How to Create UI Policies in Kingston

knight202 — Thu, 18 Jan 2018 17:27:26 GMT

In this video I demonstrate the following in Kingston:

*Where to find ServiceNow UI Policy Product Documentation.

*The issues which can arise because of the Order of UI Policies, especially when there is a Parent-Child Table Relationship.

*How to create 4 different types (Read-only, Mandatory, Visible, Alert) of UI Policies.

*How to navigate to the [table_name].config menu and configure UI Policies in lieu of navigating to the sys_ui_policy table.

*How to use the Insert and Stay feature.

*The difference between Insert and Stay and Insert with Actions.

ServiceNow - How to Create UI Policies in Kingston - YouTube

Enjoy!

How to Activate the Service Desk Call Application and Create Records in Kingston

knight202 — Tue, 16 Jan 2018 16:00:28 GMT

Have you heard about the The Service Desk Call Application in Kingston? It makes life easier for Service Desk Agents who log different types (incident, change, request) of records without having to keep multiple tabs open. Please see my video for details:

ServiceNow - How to Activate the Service Desk Call Application and Create Records in Kingston - YouTube

Topics discussed in this video:

* Review of the Service Desk Call Business Rules, Client Scripts, and Record Creation;

* How to Activate the Service Desk Call Plugin;

* How to create Call records;

* Best practice on updating Call records after they are transferred.

Kingston's Copy Incident Functionality Exponentially Enhances the User Experience!

knight202 — Mon, 15 Jan 2018 18:04:22 GMT

Have you spent countless hours of development time setting-up Copy Incident Functionality on the ServiceNow Platform?! Kingston Exponentially Enhances the User Experience by providing that functionality out of the box! Check-out my video below!

ServiceNow - Kingston's Copy Incident Functionality Exponentially Enhances the User Experience! - YouTube

The following items are shown:

How to update the Customization Properties for Incident Management settings to copy incident fields from previous records to new records;

How to add customized fields to the incident form and to the properties page;

Demonstration of the Copy Incident function in the Incident Form.

How to Create SLAs by dot walking to the Parent Task in Kingston

knight202 — Mon, 11 Dec 2017 12:36:45 GMT

ServiceNow - How to Create SLAs by dot walking to the Parent Task in Kingston - YouTube

Created the video above to illustrate how to fire an SLA in a situation where a RITM's catalog task needs to be tracked. More specifically, the following is demonstrated:

*The correct approach for dot walking to the Parent Task;

*Which table to list in order for the SLA to fire correctly;

*The appropriate Start and Stop Conditions.

Hope it helps!