Text misalignment in the Service Catalog

Compact view in the UI is optimized to display more information in the browser window when this setting is enabled. When Compact View is enabled on an instance with Fuji or Geneva installed, the text ...

All things Upgrade considered on Knowledge v2 to v3

Starting Fuji, there were significant changes to the Knowledge application. It is commonly referred to as Knowledge Version 3, v3, KM v3, and Knowledge v3. All versions prior to that are referred to a...

Report on Item Variables in the Service Catalog with a Database View

Your company might have a need to report on Service Catalog Variables, one example for a use case might be to predict future requests to stock up on the right product.Historically, it has been tricky ...

Mini-Lab: Service Catalog - Building a Custom Choice Table

A couple of requirements were presented to me by one of our clients that caused me to think "outside-the-box". The client wanted a set of Service Catalog Items that had to have configurable choice lis...

Fixing Knowledge V3 search rendering when glide.ui.escape_text is false

Knowledge management got a big face lift last year with the introduction of Knowledge Management V3 in Fuji. In addition to the new Knowledge UI, we got some new functionality added making browsing ar...

TechBytes Episode 12: Using the ServiceNow Knowledge Base Application

This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to...

Using the Single Currency Model in your Instance

Last week I introduced how to use a multiple currency model in your instance. We learned that fields of type Price extends the behaviour of the Currency field type. We took note that the Service Catal...

Which came first, the Request or the Requested Item?

When ordering an Item through our default Service Catalog process, you will see 2 different types of records get created.One "Request" record.One or more "Requested Item" records (depending on how man...

Converting amount & currency type based on locale

One of the most popular questions we get regarding Currency fields is: "Where is the currency actually stored?" Please don't pull your hair out when I say this, but, it depends on the Currency Model b...

UI16 updates to Service Catalog

The Service Catalog underwent a little facelift in UI16! Though the look has changed, the functionality is still the same.To give you some examples of how Service Catalog looks in Geneva, we took befo...

Control Knowledge Access through User Criteria

Last week's blog was about Getting Started with Knowledge Management v3. This week's video demonstrates how to create user criteria records and apply them to control user access to knowledge bases in ...

Getting Started with Knowledge Management v3

This week's featured video provides an overview of Knowledge Management version 3, first available in the Fuji release. It demonstrates how to set knowledge management properties, create a knowledge b...

Introduction to Connect Chat & Connect Support in Geneva

The Geneva release came with a lot of new and powerful features for users of all needs, especially in the realm of social collaboration. In these overview video demos, you'll get to see two of these e...

Changing how questions are filed through HI

We're making a change to how we're handling questions submitted through the incident form on HI for a pilot group of customers. The pilot group is made up of customers that have HI accounts that match...