Message Triggers

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trigger
When implementing Integrations to external systems the normal way to trigger outbound messages is by using Business Rules and Script Includes that will validate and decide if a message needs to be transmitted to external systems.

The concept that I am going to discuss uses a different data driven approach:

Message triggers.
It has some specific advantages, I will list them below.

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Preventing Endless Loop Communication

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endless likeOnce I was working for an IT Service Integrator who uses Incident management in a Multivendor environment. In this environment there was made an explicit distinction between Customers, Internal IT staff and IT suppliers.

In ServiceNow terms they use Incident and task tickets where incident tickets fulfill the communication between customers and internal IT staff. Incident task tickets are used to allow communication between Internal IT staff and IT suppliers. IT suppliers are not allowed to look into the Incident tickets.
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Discovery and creating new CIs

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If discovery tools are used within ServiceNow it can happen that based on the information provided it is not possible to determine the specific CI Class in ServiceNow. Therefore it could be useful to change the class after creation. This is possible as described in the following article by a colleague of mine: Change the Class of a CI. This article enables the option for the end user (without admin access) to change the ServiceNow CI class.
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Using the last input data from a journaled field

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brave Sometimes you get a request that sounds simple and you bravely tell the requester that arranging this won’t take more than just a few seconds.
And sometimes, shortly after your brave remark to the requester, you realize you’d better investigate just a little further before making brave statements 😉

Now if you think I’m talking about myself here, yep – you are absolutely right…..

 

And I’m a not a die-hard techie that spends his days implementing, so my ServiceNow knowledge is limited to functional knowledge with some experience in configuring.
Yes, I’m making excuses here, just to feel good about myself 🙂
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Service Catalog: Record Producer Variables in your Change Ticket

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At a recent project, we had a requirement to show the variables of a record producer on the change record that was created by the record producer. This can be done easily by adding the variable editor to the form.

However… the UI Policies and client scripts defined on the record producer cannot run on the produced record like you can do with Request Item variables.

The Challenge
The requirement of the client was to make the information of the variables available on the change record. Having the fields listed out in a change specific field was the next option the Client had for this requirement. The variables however needed to be listed in the same order as they appear on the record producer form. The functionality of a label and multiple checkboxes is used regularly, this should be visualized the same way in the record producer.

Another reason why the variable pool option did not make it was because the variable pool can only be used to get the label,value and type of a variable related to the change record. We needed more information from the variable, for example the order field.
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Introducing the Smartphone Layout

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Since the Dublin release ServiceNow has released their new Smartphone layout and a native ServiceNow Mobile App for Apple devices. So the current mobile layout will rename to the legacy Mobile UI. I found this new feature when one of our customers was upgraded to Dublin.

This is available for Iphone (IOS 6+), Android (4.0+) and Blackberry (10+) phones.

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Use trend data in a custom chart

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What do you do when you need a report of open change tickets per day of the last month? Yes, you create a Trend Job(sys_trend_jobs) which counts the open change tickets every day and creates a record in Sys Trends(sys_trend). See below the screenshot for an example of the Trend Job:
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Import Sets – Enhancing Copy empty fields

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ServiceNow has a nice feature to map empty fields when using transform maps to import data. When the ‘copy empty fields’ checkbox is checked it will map empty fields to the target record for each mapping that has been specified. That is also where the problem is. Often I had to import data and clear out fields but not for all mappings.
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SLA Engine and commitments

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There are many ways and reasons to define a SLA inside ServiceNow, but most of you will be familiar with the concept of standard SLAs: You define a condition for the start, pause and stop of the SLA measurement and it will start counting the time on and off the clock. It becomes interesting when you want to tie these measures of SLAs up to service performance and track potential commitments that you have agreed on. Especially when penalties are involved it becomes critical that you define your SLAs well, and properly keep track of them. My colleague Benjamin van de Water wrote a nice piece a couple of weeks ago giving some tips on proper agreements and making sure your IT organization is aligned between all potential levels of them: Things to Consider when defining SLAs, OLAs and UCs.
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ServiceNow APIs as Java Classes

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APIs provide classes and methods that can be used in scripts to define functionality. ServiceNow provides APIs as JavaScript classes. Like all rock hard ServiceNow developers we use this classes to create or modify out of the box functionality. Since the Calgary release the API classes were completely changed. As an example, back in the days you could use ‘Packages.com.glide.ui.SysAttachment’ but those Package Calls are not available anymore.
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