Frequent display issues with (related) lists

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I am working on the service desk and on regular base we are getting issues about a particular user having problems with viewing records in a (related) list. In some situations a part of the list is not displayed, but we also get issues where a security constraint error message appears, while the issue is not directly caused by the security rules that were defined on the list. In this blog I will describe some of these issues and of course, I will also provide some steps you could check in case you may face a similar issue.
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Script execution flow

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About two years ago I followed the ServiceNow Scripting training. The training provides information about most common places were different types of scripts are located in ServiceNow. As more or less a beginner with ServiceNow at that moment, I heard a lot of different places where I can create or find scripts. Some of these scripts can be ordered with a number in which sequence they have to be executed, for example business rules.
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Show HTML while glide.ui.escape_text is set to true

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During a Hardening period with one of our customers I had to set some security properties to ‘true’. This will harden the security on the platform. Setting some properties to ‘true’ did cause some issues. For example, the glide.ui.escape_text property. While this property is set to ‘true’, HTML will be shown as a string when a message (sys_ui_message) contains HTML or a script include is returning HTML. This is not the expected result. Therefore I have found two different solutions to solve this issue. To solve the messages issue, it is possible to remove the html tags within the messages and place these tags in the corresponding macro, ui page or dynamic content (at the place where you’ll be showing the content).
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Don’t get lost in your PA Dashboard Widgets

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Since the Helsinki release you can enable the Responsive Canvas plugin. This gives you full flexibility on how to arrange your dashboard widgets. Besides it offers lazy load, causing the widgets on the bottom of your page only to load when you scroll down, resulting in an overall smoother and faster experience. Starting from the Istanbul release, your dashboards are automatically converted the first time you open them! On Helsinki, we have done this manual in our instances.


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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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