Posted by Mark Stanger in Graphical workflow Monday, 16 August 2010 08:57 No Comments
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common Graphical Workflow requirement in Service-now is to tell the workflow to wait for some trigger before continuing. The ‘Wait For condition’ activity is available out-of-box and is very simple to configure. Usually when working with Service Requests or Change Requests I am asked how you can set up the workflow to wait for completion of all associated tasks before closing the Request Item or Change Request ticket. This can be easily accomplished by using a script in your ‘Wait For condition’ activity to query for any associated tasks that are still marked as ‘Active’. If the task is marked as ‘Active’ then it hasn’t been closed yet and the workflow should wait for that closure. Here are some sample scripts that I’ve used before to wait for task completion on both Request Items and Change Requests.
Posted by Mark Stanger in Email Notifications Wednesday, 11 August 2010 11:10 No Comments
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ere’s a cool tip that was just sent to me by my friend Jim Coyne. We collaborated to solve a problem that he had in his environment and this post shows the result he came up with. This post shows how you can manipulate records in the email log (sys_email table) when you have a need to change the contents or recipients of an email record. This isn’t something that should be relied upon heavily and I would consider it basically a last resort but it can prove very helpful in solving the right type of problem.
The problem in this example was that there were emails being sent from Jim’s Service-now system that contained sensitive information. It was necessary to send this information as part of an integration with a 3rd party system but they didn’t want to retain that information in Service-now to be viewed in logs and in the activity history of task records.
Posted by Mark Stanger in System Definition Monday, 9 August 2010 13:48 No Comments
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often get the request to set up access for group managers to be able to manage the members of their groups in Service-now. This configuration isn’t too difficult to set up but it does involve a few different pieces. It’s also important to consider your group setup in your system before allowing access in this way. If you are bringing in group memberships from a data source like LDAP for example, the last thing you want is to have your managers manually changing those group memberships within Service-now. The configuration shown below could be easily customized to allow access only to non-LDAP groups if you needed to do both however.
Posted by Mark Stanger in UI actions Tuesday, 27 July 2010 10:42 No Comments
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few months ago I wrote about copying change requests using a UI action. While that method works great, it does require you to specify each and every field and value that you want to populate into the new change request. If you’ve got a lot of fields to copy over then you might end up with a pretty big script and a lot of items to copy over. You also need to be aware of any new fields that get added after you create the script and make sure that they get copied if necessary.
The following method works in much the same way, but it copies by performing an insert against the current record (rather than starting from a brand new change record and supplying each value). Because of this, you’re concerned about overriding any of the values (such as start and end dates) that you don’t want to be copied over from the record you are copying. This method works better if you know you want to copy over all (or the majority) of the field values from a given change.
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