Troubleshoot a broken catalog item

What if a catalog item doesn't work? What to check and where to start? Well, this situation is not so uncommon specially when you have added custom code, used many UI policies and added numerous varia...

Catch a dropped user or group when doing a LDAP Import through the MID Server

LDAP Imports allow administrators to keep ServiceNow users and groups sync'ed with the corporate "single-source of truth", the company LDAP Server. The use of a MID server may be required to be able t...

Reference qualifiers in Service Catalog

There are a few tools that every ServiceNow administrator should be equipped with; reference qualifiers are one of them. Simply put, reference qualifiers allow you to specify a filter to restrict the ...

PA Implementation Thoughts - People

"So, any tips for actually implementing this thing?""How do I get more people to use our dashboards?""Do I need a team of admins for this analytics tool?""Must I really understand the whole platform j...

Variables with a write role clashing with catalog UI policies & client scripts

Lately, I've been writing about some pesky issues in Service Catalog, particularly with variables and UI policies. My most recent blog post was about an error that appeared after a new variable or UI ...

Mini-Lab: Orchestration - Calling a Script With a Custom Run PowerShell Activity - Part 2 (HELSINKI)

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE. DIFFICULTY LEVEL: ADVANCED RELEASE DEVELOPED IN: HELSINKI Assumes good knowledge and famili...

Playing hide-and-seek with Service Catalog task variables

Sometimes you might want to hide a Service Catalog variable, for example, based on the customer's geographic location or on the item ordered. (You might, for example, want to hide the "cpu_speed" vari...

Stakeholder Usage — A Critical KPI for Analytics

Way back when, I bought my parents a DVD player for Christmas so they could move into the 21st Century and stop using their archaic VCR. That DVD player is still in the box. And if I asked them why th...

True/False (Boolean) Field Behavior in ServiceNow with NULL Values

Like all programming/development environments, ServiceNow has a boolean data type with the label True/False. When you are defining a new application in ServiceNow, you use these fields in your table t...

Running Catalog UI Policies

Service Catalog gives you a great tool to control variables defined on the catalog item via Catalog UI Policy. But with so many options available, developers get confused when to use what and how to g...

Request item error when adding a new variable or UI Policy

For many of you, Service Catalog is a critical feature. You spend a lot of time adding and editing Service Catalog items to provide your users with the right service and product choices. While maintai...

Integrating and automating >60,000 tasks with one killer app

In a ServiceNow study last year, we identified that businesses are wasting about two days a week, or 40% of their time at work, spent on things that don't move the business forward. The reason? No cen...

Attach a specific Knowledge article to an Incident

By default, a knowledge article can be attached to an incident from Contextual Search Results under the "Possible Solution" tab. The only missing part here is that you will only be able to select from...

Configure user access to the Create Content button in KMv3

With great power comes great responsibility. This expression applies whether you're a crime-fighting archanid-man or a knowledge administrator. But only the latter grants you the superpower to create ...