A different approach to attachments

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One of our customers had the need to hide attachments under certain curcumstances on tickets. Now, with out of the box ServiceNow, the user can see all attachments if he has read access to the ticket. An additional demand was that they wanted to give their attachments a name (within ServiceNow).

Out of the box, it is not possible to name your attachments, and it’s not possible to customize the ‘Attachments’ functionality. So, we had to come up with some way to allow this.
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Reference field searching

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When working with references, people might not always know the exact name of the record or item they are looking for. An example of this is a CI.

In this example, when you are searching for your ‘marketing’ business chain, you would have to know that it’s name starts with 01…. right?
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Reporting – Average Time Metrics

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For reporting purposes, averages are always good. They can help you find out if you are performing at a reasonable level and hitting your SLA goals or if you’re missing your SLA goals. Out-of-the-box, Service Now provides some nice metrics and the ability to create custom metric definitions.
However, sometimes they just don’t cut it.
For example, the average time spent per change phase could be a very nice metric.
Unfortunately, the standard “Field value duration” method that ServiceNow provides out-of-the-box, does not always perform the way you’d like. For instance, when you want to measure the average time per change phase and the record returns to phase 1 after moving to phase 2, a second metric instance will be created for phase 1. This effectively lowers the average time spent in phase 1 and thus results in a false average. A second concern with the “Field value duration” method is that you can’t measure the time spent in the last phase (because the last phase is never closed).
In order to measure the average time, we need to create two separate metrics.
We start with the first metric. Please note that if you choose type “Script calculation”, you should still carefully consider which field you use. The metric will only be triggered when the selected field is changed and the selected field has to be audited.


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