K19 Pre-Con May 5 & 6 - ServicePortal Fundamentals - Sean McClean

[seanpmcclean]

Welcome to the ServiceNow Knowledge19 Pre-Conference - ServicePortal Fundamentals Class!

This is a dedicated Community Article for class communication, collaboration, and fun!!

[Frogfather]

Is there a document available that details the 420 base widget offerings.  What they do and purpose?

[hanshornstein]

All 400+ may not be specifically listed here, but the "Widget Library" docs article has links to a large number of the baseline widget offerings.

The Madrid version of this article can be found at:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/build/service-portal/concept/widg...

[Thomas Boyer]

An elegant solution. 

We will be working on a solution for our ServiceDesk facing information that would include similar functionality along with visual identifiers where the article is from (icons specific to the source KB). 

Love seeing this in action and will keep it in mind!

[Elliott4]

Hello Everyone,

My name is Elliott and I work at Platcore where we develop a Learning Management application sold on the ServiceNow store.

I wanted to point out that sometimes, especially for large projects that can more or less stand alone that building an application as opposed to a standard update set may be a good option. This can make scope management easy, you can use the studio were managing all files in the application is super easy, and you can link a git repository to manage code.

I would like to hear others input on this as well.

Thank you,

Elliott

[bvloch]

ATF Quick Tests for Service Portal (New in Madrid) -> https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/service-catalog-managem...

[seanpmcclean]

Hey folks some of you asked to see the explainers for these labs - I"m going to attach these to this thread with the tag #explainers...

 - if I get a moment I'll add more or edit more as we go...

[seanpmcclean]

Here is lab 2.1 - apologies it's rough if I get a chance I will redo

[Ryan_Palompo]

For Section D Step 4 of Lab 4.1, if you pull in display name to the list it'll be easier to locate the record you are looking for.

[seanpmcclean]

Here's explanation for Service Portal Fundamentals Lab 3.3 - Footer Widget

[seanpmcclean]

Here's the explainer for lab 3.4 - custom widget with options 

[seanpmcclean]

Here's the explanation for lab 3.5 - Modal Widget....

[seanpmcclean]

And here's the explanation for Lab 4.1 - Menu...

[hanshornstein]

Building on Ryan.Palompo's post:

It appears the lab instances had something a little off, in which the Menu Items related list didn't have the "Label" field shown, making steps 4-8 of part D of lab 4.1 more difficult.

From the Fundamentals course, we should remember how to personalize a list (in this case, a related list) in order to add this column to the display (using the gear icon at the upper left of the related list). Hopefully this is helpful if any of you go back through these labs. Sorry for the inconvenience!

[Linda S]

Regarding update sets and tracking changes - if you add the Versions related list to your Business Rules and Client Script forms (etc.) when you are in a business rule or client script you can see, in the versions related list, the update set that holds the latest update to that record.  This can be useful for finding an update that is missing or unsure of who/why it changed:

[Linda S]

Regarding new Properties: in Madrid there is a new property for enforcing data requirements, including rest api calls:

com.snc.change_management.enforce_data_requirements

Enforce change request process data requirements, so that any data modification on the change request has the same data restrictions. This includes, updates made through the change request form, Workflow, REST/SOAP, JavaScript, and GlideRecord updates. For more information, see Change Management API

In the User Interface, when this property is true, it enables additional server sided restrictions to the UI Policy and Client Script controls that already exist.

• Type: true | false
• Default value: true

[hanshornstein]

Just a note: There's a LOT of good stuff being shared in the replies to the top-level comments on this thread. Making sure to click the "Show All Comments" button at the top of the list of comments will display not just the top-level comments, but also the replies. It's also useful to do that before searching within the comments.

[Thomas Boyer]

Hey All,

Just a heads up that the code at the front of your book actually works for the Micro-Certification course. I just did it and it worked without any issues. 

Best of luck and thank you to the instructors for a great course!

[Jen Stricklan]

I am the Distributed IT Services Lead (fancy title for IT Service Deliver Manager) for Alyeska Pipeline Service Company which provides Oil Company's based on the North Slope a vehicle to move their oil, from the field into storage tanks that are eventually loaded into tanker ships in Prince William Sound in Alaska.  Alyeska Pipeline supports 800 miles of Oil Pipeline starting above the arctic circle in Prudhoe Bay all the say down to Valdez , Alaska and through Prince William Sound.  We have 12 pump stations and span a wide variety of users and areas  of IT needs.  My main area of responsibility is to provide Service Desk Management and IT hardware across those 800 miles of office space.  We currently have an IT staff of 14 with a contracted IT augmentation staff of 350.  

We are on London Patch 5 and will be moving to Madrid by August. We currently use ITSM, ITBM (just implemented) and are implementing Service Portal before end of year, along with ITOM and are working to re-implement our CMDB. 

We would love to hear how your organization supports your IT environment, if you staff internally, use a single vendor to augment IT staff or use several vendors to augment IT staff.  We would appreciate any tips or tricks for Service Portal you have and any hints on do's and don'ts for CMDB.

Jen Stricklan

Distributed IT Services Lead

Alyeska Pipeline Service Co.

[Frogfather]

Performance Analytics and related licensing discussion - Was Sean essentially saying, each module comes with some perf analytics related to that module.  and essentially out of the box reports are usable, but if you want to build custom reports beyond these offered, especially for data over time periods, this is where expanded licensing is needed requiring the full performance Analytics licensing?

[Asif14]

When a user dismisses/acknowledges an announcement, is there a log record created of that transaction? if so, where can we find that? 

[hanshornstein]

I would add the subtle refinement that custom non-Performance Analytics "Reports" do not depend upon Performance Analytics licensing - for example, it is possible to create a custom report based on the Change Request table without using Performance Analytics, in order to report on the current state of the platform data.

Where the licensing comes in is for specficially the "reports" that run off of Performance Analytics records (indicators, etc). This may be what you were referring to with your phrase "especially for data over time periods" , but I wanted to try to clarify. Other than that subtle distinction, I believe you have described the situation adequately.

[Frogfather]

Modals - Would this be the tool or mechanism to make older browsers supportable or compatible?  Such as IE?   The registration process for this conference did not work on IE for instance.  I know this because, my customer standardizes with IE and we were unable to complete registration from their systems... I know..., don't go there, at this time, that's how they require doing business.   So we need to build the portal to fully function with IE as no other browsers are available for use on their systems.

[hanshornstein]

After a little digging... (below has only been tried out on Madrid, I'm unsure as of when this functionality was added to the platform):

There is a Dismissed Announcement [m2m_dismissed_announcement] table, connecting the User and Announcement tables, to designate that a specific user has dismissed the specific announcement. I was unable to find a module that navigates to this table, and instead used the "m2m_dismissed_announcement.list" command in the Filter Navigator to see the records in this table.

Where it can get tricky is that this record is NOT created for an Announcement that has a Dismiss options value of "User can dismiss for current session only". It is only created when the user dismisses an Announcement that has a Dismiss options value of "User can dismiss - no redisplay". I'm assuming that some non-table variable/value is used for the "dismiss for current session only" functionality.

Hopefully this at least points you in the right direction!

[hanshornstein]

Also, on the form for the Announcement table (if you are logged in with admin permissions), you can go to the Form Context Menu and select Configure > Related Lists to add the User related list, to view from the Announcement record which Users have dismissed that specific announcement (without needing to dig deeper into the m2m_dismissed_announcement records as mentioned above).

[hanshornstein]

There was a question about using color names instead of hex codes in some of the labs. While I haven't fully confirmed this, I suspect the available color names are the 140 that are "supported by all browsers".

W3Schools Article: HMTL Color Names

#resources

[Asif14]

perfect! i changed the announcement to "user can dismiss - no redisplay" and it worked.

here's the dismissal record

[hanshornstein]

Thank you everyone for your attendance and participation in the class! I can be emailed at hans.hornstein@servicenow.com -- though the only SLA I can give is "I'll try to give as good an answer as I can, when I can". 🙂

Best of luck to everyone with your future experiences with Service Portal and with ServiceNow -- enjoy Knowledge 19!

[Vasavi Kotha1]

Thank You to the Instructors and the TAs. I really appreciate all your efforts. 

The best class I have ever been. 😉 

[hanshornstein]

One more thing - please don't forget to go to "My Surveys" in the top-level menu (the three lines to the left of "Home") of your Knowledge 19 mobile app, and let us know how we did on this class so that we can continue to provide a quality experience in the future. Thank you in advance!

[seanpmcclean]

Hey folks the pics - please like n retweet the twitter post

[Andrew C2]

Hello All,

I know , I know I'm late to the party. 

I'm Andrew Cunningham Service Now team of 1 for Beaumont Health. I do (well try to) everything Service Now related. Beaumont services about 32,000 employees and about 1.6 million customers each year. Being a team of one is a very daunting task, especially since people think an Administrator is someone who can develop and code and customize the ever lovin crap out of anything... I enjoyed the class and everyone in it. I thought our Instructors and the T.A's all did one helluva job (especially since they had an idiot like me who actually learned something) I hope to run into you guys not only these next two days but at next years as well.

In case I'm not remembered, I'm the goofball in the white Detroit Tigers hat...

Cheers to all lets have a great finish to what was a great class.

[casey4man]

https://www.linkedin.com/in/casey-m-forman/

[Anisa Chaudry]

Thank you for being an interested and active participant! It was a pleasure working with you!

[JR Guieb]

This was a great class and instructor and T.A.'s were great.  I learned a lot and will use what I learned and apply it to my company's Service Portal.

I unfortunately left my lab book in Vegas and I was wondering if there was a way to get another copy of it?

[jeff43]

Hi Casey,

I Was wondering which modules you used to create your grant request process, and if you are using the financials with it? Our Children's Hospital of Wisconsin Foundation is asking me to build them a grant request process, and wondering if they could use the tool for the grant requestor to submit receipts for money spent?

Any help is appreciated, and my email is jkucaj@chw.org  Thx!