• Crossfuze Change Management Turnkey Webinar

    Join us on January 18 at 2pm EST to learn how the Crossfuze Change Management Turnkey can help transform your organization's change management processes! Read More
  • Scripting Cheat Sheets

    ServiceNowGuru's scripting cheat sheets allow you to cut through scripting confusion by providing a clear, concise reference to the most-commonly used scripting methods and functions.

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  • Are YOU a ServiceNow Jedi?

    Whether you're a new administrator or an experienced consultant, you need to know these things to become a master of the ServiceNow force.

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  • Integration Tips and Tools

    Whether you're working with Single Sign-on, Web Services, or another integration capability, ServiceNowGuru has some awesome integration tips and tools to help you along your way.

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  • SNCGuru Search Provider

    The ServiceNowGuru search provider can help you locate that information and leverage documentation and troubleshooting work from the entire ServiceNow community. Search the ServiceNow wiki, ServiceNow forums, and all at once!

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  • What Everybody Should Know About ServiceNow Security

    Follow these guidelines to make sure you're using the right security technique for every situation!

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Controlling Public Availability of Knowledge Base Content


ne area of Knowledge Management that is typically fairly confusing to new admins of the ServiceNow platform is the public (unauthenticated) security model. A ‘Mark Public’ UI button is displayed at the top of each knowledge article in its edit view. While clicking that button adds the ‘public’ role to the article, it doesn’t actually do anything to make the article public! Unauthenticated users attempting to view the knowledge homepage, or an individual knowledge article will still be redirected to the ServiceNow login page. In reality, setting the ‘public’ role on a knowledge article does very little to impact the security of that article. Controlling public availability of Knowledge Base content can be easily accomplished if you know where to look!

Public Knowledge Base

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Waiting Chat Queue Entries Notification


ust the other day I came across an issue with a client that came up with a couple of users on the ServiceNow forums as well. The issue was that technicians monitoring a chat queue had no way of knowing that a chat was waiting unless they were staring at their chat desktop the entire time. Since most IT people tend to multitask, this can become a problem resulting in longer-than-ideal wait times in the chat queue.
With the help of the ServiceNow Guru ‘Module Counts’ update set I was able to find a solution that I think effectively solves this issue by showing a count in the left navigation pane whenever a new chat enters a user’s queue.

Waiting Chat Queue Solution

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Crossfuze Global Script and Config Search


s a ServiceNow administrator, one of the most common challenges is trying to find a particular script or configuration in your own instance. Whether you’re troubleshooting or just trying to understand how something works, it would be very useful to be able to search scripts and configurations from the entire instance all at once. The problem is that there’s no built-in solution to search all of your scripts and configurations which can leave you hunting through 50 or more tables to find what you’re looking for.

In order to solve this problem, Crossfuze Solutions developed the Crossfuze Global Search!

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Refresh the Left Navigation Pane via Script


ere’s a quick scripting tip for today. Have you ever needed to refresh the left navigation menu in response to some script action? I don’t think this requirement comes up often, but I just had somebody ask me a question related to this so I figured I would find out how it can be done.

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Latest Comments

  • David: It appears that I can hit sys_properties table with REST. This works, but I haven’t yet discovered the...
  • Mark Stanger: Hey David, It doesn’t surprise me that scoped apps have made this more difficult. I’m not...
  • David: Mark, do you have an example of how to do this in a scoped app? It seems there are many hoops to jump through...
  • Mark Stanger: The only possibility is to create a system property to override this in your application. Check out the...