How to make Work Notes the default view

Currently, when viewing a ticket, the Additional Comments field is the default, which is customer-facing. But what if you want to specify what your employees see first and limit what customers might a...

Adding an expiration date to Knowledge Base articles

The default behavior of our Knowledge Management application fits the needs of most of our customers. But, there seems to be a handful of features that are a source of headaches. For example, a Knowle...

Are your auto-refreshing widgets causing instance slowdowns?

Over the past few months I have started to see a lot of performance issues being caused by Service Portal widgets using an auto-refresh. These widgets can generate a very large number of requests to a...

Get notified about updates on Known Error articles

The ServiceNow Knowledge Base is a tool we use to house information and solutions to product issues in one location. There are two types of content you can search for: a standard Knowledge Base articl...

Conducting bulk/mass updates to records

With ServiceNow, you will find yourself working with plenty of data - from users and assets, to incidents and tasks. In many cases, you will encounter situations where you need to conduct a bulk/mass ...

Choosing the correct field type when building a form

To streamline business processes, organizations are looking at ways to automate and improve upon as many manual processes as possible.For example, the annual company picnic is coming up, and managemen...

You don't always need to clear the cache

During my time in ServiceNow Customer Support and reviewing many questions on the Community, there's always one thing that got me reeling for a brief moment. Cache flush. This is because whenever you ...

URL Navigation Tips

This is to round up my URL-related blog series. If you haven't seen them the links are Getting your ServiceNow URLs right and What's in a name.do?. You would have already seen useful snippets in the D...

What's in a name.do?

It's all well and good when you know various URL tricks to navigate around the UI, like Getting your ServiceNow URLs right, Examples of navigating by URL, Navigate by portal URL, and more ), but do yo...

Service Now dancing with Azure

For those of you who are unfamiliar, the Microsoft product known as Azure is an example of what is now known as Infrastructure as a Service (IaaS) ). In practical terms what Azure actually is, are a n...

Service Catalog on Service Portal

***Since this question has been coming up a lot, I want to clarify that the iFrame approach proposed below is only applicable to pre-Kingston instances. We have not and do not intend to test or suppor...

The Enterprise Cloudcast: Episode 9: Data Sovereignty by Allan Leinwand

In this episode, Allan discusses data sovereignty. How do we think about the regularity and compliance needs of the many data sovereignty laws across the world while using cloud computing to drive our...

Formatting the Journal Field with the [code] tag

The following video presentation illustrates one of the many possibilities available to format the journal field on your Service Now forms. Here I display how n end user can utilise the [code] tag to ...

Grey Imports

Recently I faced a scenario where a record had been accidentally deleted on a production instance. Unfortunately, the record had also been removed from all the available sub-production instances as we...