K18 ServiceNow Fundamentals - Horton [Room C]

[mferich]

Course: ServiceNow Fundamentals
Dates: May 6 & 7
Rooms: Galileo 901/1001
Primary Instructor: Tom Horton

This forum is for the Knowledge18 Pre-Conference Training of ServiceNow Fundamentals - Room C.

Communicate with your classmates and ask questions to our staff.

[tom_horton]

Good morning class.  This is where we should be posting our questions.

[jeffsaxon]

Jeff Saxon - Baker Electric Inc.  Director of Technology. Using Service now for about 9 months.  Hoping to get best practices

[Joey Diaz]

Instance Link: clabs.link/pcct2000c

In case anyone needs it.

[jeffsaxon]

Can you pre-populate favorites for new users?

[Tanya Stobbe]

Hi Jeff. This entry might be of use to you that I found on communities: https://community.servicenow.com/community?id=community_question&sys_id=5b37cb29db1cdbc01dcaf3231f9619ee

If you want people to have a set of defaults, you can create entries in sys_ui_bookmarks table. Use the "Home" favorite as an example. It uses the "Auto add" field set to true so that new users see it. 

(change YOURINSTANCE in the URL below to your instance name)

https://YOURINSTANCE.service-now.com/nav_to.do?uri=sys_ui_bookmark.do?sys_id=61880613eb1021001c13abf...

if you want to add bookmarks to existing users, you'll need to add the sys_id of that user to the user field on new records.

[Tanya Stobbe]

Here is some information on the Impersonation Function:

Impersonate User - Kingston

[Mandy10]

Is the security_admin role normally included in the system admin role?

[carlostravieso]

No. The default system admin user contains it but both admin and security_admin are to be granted separately. You need security_admin role in order to be able to grant it to other users.

[Tanya Stobbe]

Hi Mandy

The security_admin role is an elevated privilege role provided with High Security Settings that lets users create and change access controls and change High Security Settings.

In the base system, only the default System Administrator (admin) user has the security_admin role. Since it requires elevating privileges, the admin user does not have this role at login. After elevating privileges, the admin user has the security_admin role for the duration of the user session. 

Here's a link to the doc: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/security/concept...

[carlostravieso]

Good question. We usually configure the application menus with modules that are relevante for our users and favorites are supposed to be managed by each user individually. Anyway, (not completely sure, I need to check) I assume that favorites are stored as a user preference so I guess there shouldn't be any problem with predefining these user properties for a set of users.

[Brian Church]

Can you lock views down to specific roles?

[Bob_Lanza]

So anybody else bothered that Cloud Dimensions is still using Windows XP??

[Tanya Stobbe]

Some information on Email Digests

An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated record occur within a short time period.

In new and upgraded instances, the Email digest (com.glide.email_digest) plugin is activated by default. Your instance must use the UI16 interface, since the email digest feature involves setting user notification preferences in the System Settings window.

Admins determine which notifications can be delivered in an email digest and configure the digest content for those notifications. Admins can also control the intervals for digests. An interval is the length of time that notifications are collected for the digest, such as daily or hourly.

Users enable the digest and select the digest interval for a specific notification in their notification preferences. The system accumulates the notifications that normally would be sent during the specified interval and summarizes them in the email digest.

Docs link: What are Email Digests

How to configure digests

Developer blog on digests and some other new Kingston features: Developer Blog - Have a look

[Joey Diaz]

Question:  One of the challenges we face is that when ServiceNow sends Additional Comments via an email notification the text comes out as a paragraph in email.  This is because the field is plain text, so things like carriage returns don't come through.  This is a barrier to customers reading our additional comments that come in email if they are longer than a single sentence in length.  

I have read quite a few postings on the Community of people doing various things to get the Additional Comments journal entry box to be Rich Text with markdown.  Everything from scripting actions to automatically add the [code] tags to the notes and copying/pasting the markdown from TinyMCE or other HTML generators to creating entirely new fields that are HTML text boxes that then feed into the Work Notes and Additional Comments fields.  When we attach knowledge to incidents, the system automagically adds the HTML markup and [code] tags, so it appears that ServiceNow recognizes the importance of formatting and screen shots in the notes of a ticket, but yet the fields are still plain text.

Does ServiceNow have any plans to modernize these fields to support Rich Text entry?  Even this box I am typing into on the Community site is a Rich Text box.  

[Tanya Stobbe]

Please see the links below on how and where you can do the certification exam for this course:

ServiceNow System Admin Certification Info & Registration

https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW

ServiceNow Exam Specification

Guide to Learning Paths and Certification

You need to register in order to take the exam. When you book the exam, you can select whether to do an online or onsite exam. There are certain prerequisites in order to do the online proctored exam. 

Locate a Test Centre: https://www.kryteriononline.com/Locate-Test-Center

[Tanya Stobbe]

Correct Slides for Unit 3.2 Security:

Security Article in Docs: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/contextual-secur...

[Tanya Stobbe]

FAQ's from other classes:

What are the attachment limits in ServiceNow?

Please see the following docs article to learn what are the defaults and how to configure them:

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/form-administrat...

Where can I get documentation on ITSM Processes?

ServiceNow provides resources to customers through the Champion Enablement program, learn more here:

https://community.servicenow.com/community?id=community_static&sys_id=9bc3be65dbdc5bc0b322f4621f96

[Tanya Stobbe]

CI relationships: Ci Relationship on ServiceNow Docs

Suggested CI relationships: Doc

All Kingston CMDB documentation

[Tanya Stobbe]

You can, by using a script. Have a look at the below info from the docs site. Hope this helps!

____________________________________________________________________________________________________

Caution: The customization described here was developed for use in specific instances, and is not supported by ServiceNow Customer Support. This method is provided as-is and should be tested thoroughly before implementation. 

Type: System UI > View Rules

Table: Any

Description: Generally the view used on a form is controlled by either specifying the sysparm_view parameter in the url or module properties, or by inheriting the view from the previous form or list. Sometimes this does not apply, such as when opening a referenced field form from a record producer. In this case, you may want to control the view of the form based on roles. This script assumes there is a view called ess available to the current table.

Parameters:

• view - A string containing the name of the current view.
• is_list - A Boolean value indicating whether this is a list view.

Script:

(function overrideView(view, is_list) {
//Force non-itil users to use the ess view
if (gs.hasRole("itil"))
{return;}
if (view.startsWith("ess"))
{return;}
// do not change view if it starts with sys_ (e.g. sys_ref_list)
if (view.startsWith("sys_"))
{return;}
answer = "ess"; // set the new view to answer
})(view, is_list);

[Tanya Stobbe]

Here's an interesting video on Tips & Tricks on using the Workflow Designer. Might be beneficial for more advanced workflow building:

Ask the Experts: Advanced Workflow Tips and Tricks

[Tanya Stobbe]

SURVEYS

If you did not get a survey, please comment with your name and your email address and we'll sort it out.

Thanks!

[scottvowels]

I didn't get a survey in the app, but I'd like you guys to know that you've done an excellent job. You can email me at svowels@allegion.com

[Stephanie Seal]

stephanie.sealcoon@arrow.com

[Brian Church]

Brian Church brian.church@coldist.com

[Deb Choudhury]

Did not get the survey. Email: dchoudhury@atpco.net

[Patsus191]

I didn't get a survey Patricia Suslowicz  psuslowicz@tuknik.com

[mmarkham]

I did not receive the survey.  mmarkham@cityofboise.org

[Cheryl Scott1]

cheryl.scott@sony.com and  janice.do@sony.com

[dirt]

larry.moccardine@coldist.com