K18 ServiceNow Fundamentals - Koster [Room D]

[mferich]

Course: ServiceNow Fundamentals
Dates: May 6 & 7
Rooms: Galileo 902/903
Primary Instructor: Jonathan Koster

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

Communicate with your classmates and ask questions to our staff.

[Garrison Ball]

Hey Teresa!  Glad to have you in the class!

[Garrison Ball]

Hi Carolyn!  Glad to have you in the class!

[Garrison Ball]

Hey Sarah!  Glad to have you in class!

[Garrison Ball]

Hi Katherine!  Welcome to the ServiceNow community.  Glad to have you in class!

[Brittany Highto]

Brittany Hightower, Program Manager for Digital Innovation & Consumer Experience @ Thomas Jefferson University Hospital. I manage our ServiceNow team, I also serve as a ServiceNow administrator. I market and push along projects for my team. 

Best company to work with so far was McKenzie Health System in Canada, they adopted our instance for their new EHR implementation. 

[Garrison Ball]

Hi Maria!  Welcome to the ServiceNow community!  Glad to have you in the class.

[Garrison Ball]

Hey Ken!  Glad to have you in the class.  Welcome to the ServiceNow community!

[Garrison Ball]

Good morning Garth!  Welcome to the community.  Glad to have you in class!

[Garrison Ball]

Hi Owen!  Glad to have you in class.  My whole family loves Inside Out... such a great movie!

[Brittany Highto]

I'm also here to build on my customer service approach, values, techniques.

[Garrison Ball]

Hi Victor!  Congrats on your upcoming go-live, I'm sure you've worked hard to get here.  Glad to have you in class!

[Garrison Ball]

Good morning Jeff!  Welcome to the ServiceNow community!  Glad to have you in class.

[Garrison Ball]

Hey Frandy!  Glad to have you in class!

[Garrison Ball]

Hi Michele!  Glad to have you in class!

[Garrison Ball]

Hey David!  Glad to have you in class!

[Garrison Ball]

Hi Michael! Glad to have you in class!

[Garrison Ball]

Hi Richard!  Welcome to the ServiceNow community.  Glad to have you in class!

[Garrison Ball]

Hi Venkata!  Welcome to the ServiceNow community.  Glad to have you in class!

[Garrison Ball]

Hi Destyne!  Welcome to the ServiceNow community.  I've had success showing users how ServiceNow makes it easy for them to open incidents and requests and keep in contact with their fulfillers.  The Service Portal provides a very nice user experience for this 🙂 

Glad to have you in class!

[Garrison Ball]

Hi Marcus!  Congratulations on your upgrade.  Glad to have you in class!

[Garrison Ball]

Hi Danita!  It sounds like you're helping move things in the right direction... nice job!  Glad to have you in class.

[melissahill]

Does the itil role include aaprover_role, or would we need to purchase 2 different licenses for the same person if they are both a fulfiller and an approver?

[Garrison Ball]

Hi Dan!  Glad to have you in class! 

[Garrison Ball]

Hi Mac!  Glad to have you in class!

[Garrison Ball]

Hi Chang!  Congrats on your recent implementation.  Glad to have you in class!

[Garrison Ball]

Mi Micki!  Welcome to the ServiceNow community.  Glad to have you in class!

[Garrison Ball]

Hi Cheryl!  Glad to have you in class!

[Garrison Ball]

Hi Scott!  Welcome to the ServiceNow community!  Glad to have you in this class.

[Garrison Ball]

Hi Jackie!  Glad to have you in class!

You might also be interested in the ServiceNow Developer site at https://developer.servicenow.com.  You and your team can find self-guided training, view the official API documentation, and ask or answer questions from other developers.

Hope this is helpful 🙂

- Garrison

[Garrison Ball]

Hi Christopher!  Welcome to the ServiceNow community!  Glad to have you in class.

[Garrison Ball]

Hi Melissa!  Welcome to the ServiceNow community!  You might want to check out the Developer page as well; you can get self-guided training, learn about ServiceNow's APIs, and connect with other developers there.  It's located at https://developer.servicenow.com.

Glad to have you in class!

[Garrison Ball]

Hi Mika!  Glad to have you in class!  You might also want to check out the Developer site at https://developer.servicenow.com.  You'll find API documentation, self-guided training, and it's also a great place to discuss things with other developers.  Hope this is useful to you and your team!

[sgietzen]

I have seen the filter come up with => or >=, what does this mean?

[Garrison Ball]

Hi Vineela!  Glad to have you in class!

[melissahill]

Can you string multiple search terms together in one field?  Like a contains and a does not contain?

[Garrison Ball]

For anyone who may need them, here are the attachments for the labs.  Please reach out to any of the instructors or TAs if you need help.  Thank you!

[Garrison Ball]

Hi Melissa!  Any questions about licensing would best be answered by your organization's ServiceNow rep.  I'm sure they will be able to help you find an answer quickly.

[Garrison Ball]

Could you let us know where you found this? We can research and help you find an answer 🙂  If you could post a screenshot that might help us understand what you're looking at.

[Garrison Ball]

Hi Melissa!  You may use the 'AND' and 'OR' buttons to create multiple conditions in your filter.  You may use the same field in multiple conditions if desired. 

Always remember to click the 'Run' button once the filter is built as you desire.  This will apply the new filter.

Here's a screenshot which might help illustrate this:

[sgietzen]

Where is this located!??!!

[melissahill]

Is there a reason that Tags cannot be shown on the form?  It is hard to see when you are on a form if Tags have been added

[Garrison Ball]

Hi Melissa!  Tags are stored a bit differently than the other data associated with your records.  They can be added to your List views, or viewed by clicking the Ellipses (...) in a form header.  They may also be shared with groups or globally, which you may change as an admin.

You may also add 'Tags' to your filter conditions when you search for records.

More information about tags may be found here:  https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/use/common-ui-elements/conc...

Here's a screenshot showing how we may view tags associated with a record from the form:



Please let us know if there is anything further we can do to help!

[Ken77]

For Tasks, it looks like the Default View does not include Task Due Date.  Initially, we used Task Level Due Date, but later decided to hide it to simplify things.  Is there a Best Practice regarding Task level Due Dates and how they should behave relative to Request Item level Due Dates?  (I'm guessing the answer isn't simple enough for a comment, but figured I'd ask anyway)

[Garrison Ball]

Hey Ken! 

We often use Service Level Agreements to ensure tasks are being done in a timely manner.  They can start, pause, and end based on whatever conditions you define, and can also be associated with Schedules so they can run 24/7 or only during business hours, for example.

For one of my clients, they had a requirement to fulfill any Request within 5 business days.  Some of their requests involved multiple consecutive tasks, while others just had a single task.  We kicked off our SLAs based upon the Priority field of each task.   

For many-step items, each Task was marked as 'High Priority' automatically by the workflow, and tied to a 1-day SLA.  For others, we used 'Medium' and 'Low' priorities and tied them to longer SLAs.  We then filled in each Task's Due Date automatically based on the end-date of the associated SLA.

As you can see on the included Incident SLA Definitions, we can track different metrics for the same task (for the Incident example, a 'Response' SLA vs. a 'Resolution' SLA is configured for each priority.)

We'll cover the basics of SLA Management in Module 4.

You could also set Due Dates for tasks associated using a script, or via an associated Workflow.  This could be useful if you don't need all the features offered by SLAs.

Please let us know if there is more we can do to assist!

- Garrison

[Ken77]

Thanks Garrison.

What happens if the task level due date(s) are edited by the fulfiller(s)?  Is there a script to modify all downstream tasks or is this not allowed?  Also, if it is allowed, what happens to the Request Item level due date?

Thanks,

Ken

[Jeff Bryant]

Jeff Bryant, Developer for Honda Manufacturing of Alabama.  We are a long time customer of Acorio (J.L. and Grant Summers).  I have been working with SN for 6 months mainly just building Catalog Items. 

[sgietzen]

Hello Garrison, this was in my own instance. When looking in a list view and typing in the "go to" search this came up >= as the filter. Just wondering if this was normal and what it means

[Garrison Ball]

You're welcome!

By default, there do not appear to be any scripts updating parent or child tasks based on a changed due date.  I have verified that Request Item and Catalog Task due dates do not appear to affect each other in my development instance. You could create scripts to update these based on your organizational needs if desired. 

As it is, any User with a fulfiller role appears to have access to change a due date for any task they can update.  This could be locked down via additional access controls if needed.

As a note, the Requested Item due date defaulted based upon the Catalog Item's 'duration' field.

Please let us know if this answers your question, or if you have any further questions.

Thank you,

Garrison

[Garrison Ball]

Oh!  I think I know what you mean now 🙂 by default, if we search for something in ServiceNow, it finds anything 'greater than or equal to' the value.  If we want to search for ONLY items which contain our value, we can prefix it with an *

For example, if we search for 'email' in the Short Description field on the Incident table, it will find every Incident with a Short Description 'greater than or equal to' email.  This often produces undesired results, as shown here:



If we want to find all incidents where the Short Description CONTAINS email, we can type '*email' into the search box.  The asterisk changes the way our search runs, so we instead see:

If desired, we can add the System Property 'glide.ui.goto_use_contains' and set it to true if we'd like the 2nd option to be the default for all our users.

We can also search based on what a string begins with, ends with, etc using the reference here (it has not been updated since Helsinki):

https://docs.servicenow.com/bundle/helsinki-platform-user-interface/page/administer/search-administr...

[mgt]

When will the virtual copy of the participant guide be made available? Having a copy with screenshots that are larger and in color for future reference will be helpful