Clone Request

How to clone a request in Service Catalog and have the same request for others?Here are few ways to clone request for others.1. Till fuji we had a property 'glide.sc.allow.checkout.clone'. Set this pr...

TechBytes Episode 26: Knowledge Management Version 3

The migration from Knowledge Management v2 to v3 can be a tricky one. Let ServiceNow support help you out. In this podcast, Javier Heredia and Nathan Rensen discuss some of the hottest KM v3 topics.Li...

5 simple Catalog configurations that could make all the difference in UX

The Service Catalog is one of the most widely adopted and implemented features in the ServiceNow platform. Think about it: On the first day your new hires step foot in your office, they have probably ...

Go with the Knowledge Base Workflow

The way that knowledge articles are published or retired is determined by workflows. You assign workflows for knowledge bases, which then determine the workflow for the articles that belong to that kn...

Get all variables for a given catalog item

Catalog Variables are stored in a table item_option_new. The variables are associated either to a catalog item or to a variable set. The association between catalog item and variable set is stored in ...

4 actions you can take when your Service Catalog variables are out of whack

Your service catalog is an important path for interacting with your users. When creating your service catalog, you can incorporate variables. A service catalog variable records and passes on informati...

How to get variable values for RITM

In Request Item(RITM) we show all variables from the Item. If a variable is not available in RITM, it could very well be because of Catalog Item Scripts or Catalog UI Policy.The following will help to...

FAQs in Service Catalog

Here are the Frequently Asked Questions in Service Catalog, and solutions and workaround to resolve them. This blog will be updated periodically to add more FAQs in Service Catalog 1. How to hide Cata...

Publishing knowledge articles in KMv3: Standard or Instant workflow

The quality of any knowledge article depends largely on the accuracy of the content (you'll also find this filed under "Things That Are Obvious"). Quite often, accuracy requires additional reviews by ...

Ensure updated Service Catalog items and categories are visible on all app nodes

Part of having a complete and useful Service Catalog is maintaining the items and categories in the catalog. If information is organized logically, users can order items easily and quickly. Many catal...

Knowledge v3 search has your (article ID) number

When you want to find answers, of course you can hang out here in our friendly, helpful community but if you don't want to wait for someone to answer your query, searching the knowledge base can often...

Step-by-step guide to Knowledge administration and usage

At Knowledge16, the Knowledge Management lab sessions had one of the highest turnouts of all the labs! We even held an extra session in the early hours the day after the closing party. In the spirit o...

Refining Contextual Search Results without changing the Short Description field

The Contextual Search is an excellent feature that provides a task assignee the ability to access the Knowledge base during the resolution process. As a part of that process, knowledge articles can be...

Importing Word documents into the Knowledge Base

So your company has decided to invest time and resources into building a Knowledge Base using the Knowledge Management app in ServiceNow. Currently, your company has a bundle of process documents save...