Before query business rule on sys_user table and impersonation

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One of our customers has two companies that share the same business processes, which we can support by using the incident management module in ServiceNow. There was a requirement that incidents registered for one company should not be assigned to users of the other company and vice versa. We decided to create a before query business rule on the sys_user table to meet this requirement.

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KPI’s, performance, reporting, ServiceNow and Mirror42

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Mirror42 is a reporting application that focuses on providing Dashboards, Scorecards and Analytics based on Performance Indicators (PI). These PI’s have already been defined in the system. Naturally other PI’s can be defined within the application that are needed by your organization. Mirror42 mainly focuses on the tactical level rather than the operational level; meaning that it focuses on providing information to managers about performance of the company/department(s)/assignment group(s), and trends in these performances.


Figure 1: Example of Mirror42 dashboards integrated with ServiceNow

Strengths of Mirror42

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