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

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Overriding ServiceNow Form View Inheritance


years ago when I was an admin first being introduced to ServiceNow, I remember being blown away by how simple it was to personalize forms, add fields, and design custom form views. Custom views are very easy to make, but I’m always hesitant to recommend them due to the unintended complexity they can cause. The biggest issue with the ‘view’ concept in ServiceNow is that the system insists on forcing that form view onto every record referenced from within it. This issue exists in every ServiceNow instance today. In this article, I’ll explain why this can be a huge problem, and finally, a good way to break the ServiceNow form view inheritance cycle!

ServiceNow Form View Inheritance

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Find all System References to a Specific Record


t Crossfuze, one of the areas we specialize in is helping struggling ServiceNow implementations get back on the right track. One type of issue that we encounter frequently is bad or redundant data that’s being used and needs to be deleted, de-activated, or cleaned up in some way. The best way to handle this issue is to keep it out of your system in the first place, but what do you do if it has been there for months or years and has been referenced in who knows how many places and ways? The options vary depending on the situation, but a common component of any potential solution is finding out just how much of a problem you’ve really got. How do you decide to replace or modify the bad data if you don’t even understand where or how that bad data is being used?

To help answer this question, we recently created a really useful admin utility to find all places where a record is referenced. In this article I’ll show you how you can set it up in your instance!

Find Record References UI Action

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Open Google Map from a Location Record


his week I’m blogging from Knowledge13 in Las Vegas! So far it’s been a fantastic conference with lots of great content and it’s been fun to meet with so many people interested in improving their ServiceNow implementation. I’m really looking forward to the Fred Luddy keynote this morning. Jacob Andersen and I are here representing our ServiceNow consulting company, Crossfuze Solutions and would love to talk with any of you who could benefit from working with the most experienced ServiceNow implementation and integration consultants in the industry. Stop by the BDNA booth (Booth 1216) during any of the expo times to visit with us and see some of our world-class Incident, Problem, Knowledge, Change, Catalog, CMS, and Asset Management solutions! I’ll also be participating in a sold out panel presentation at 1:40 today where we’ll discuss the importance of data quality in a ServiceNow implementation.

Okay, enough of the high-pressure sales pitch :). This morning I saw a post on the ServiceNow community asking how to display a google map based on a ServiceNow location record. I think this is a fantastic idea and I decided to see if I could come up with a couple of solutions for it this morning. In this post I’ll show you how you can set up a UI Action or UI Macro link to pop open a Google Map window based on any location record in your ServiceNow instance!

Location Google Map UI Macro

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Delete or Update Activity log and Journal Field Entries


erviceNow includes the ability to provide a full audit and journal history of records in the system. This is an extremely useful feature, but there are times when you need to override this audit process. Some examples may include a technician accidentally entering IT-only work notes into the customer facing ‘Additional comments’ field on an incident, or an end user supplying confidential information such as a password or social security number in a ticket.

Unfortunately, the process of deleting or updating audit, activity, or journal entries is fairly difficult to perform, and even more difficult to remember. The customization shown here makes this process much simpler by leveraging UI actions in the standard ‘History -> List’ view from any audited record.

Update ServiceNow Audit History

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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...