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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Cloud, Saas…. No room for desktop software anymore. Or is there!?

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These days if it does not run in the cloud then it is simply not good enough anymore. But truth is that we often still need some local software installed in order to communicate with our product in the cloud.

That’s why also ServiceNow created the MID Server. A Java application that runs as a Windows service or UNIX daemon on a machine withing you own network. It facilitates communication and movement of data between the ServiceNow platform and external applications, data sources, and services. It is a very nice piece of open source software that can be used for most of your integration challenges.

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