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Percentage or Majority-based Workflow Approvals

One very common service request or change request approval requirement is to ask for a percentage or majority-based approval. This is something that ServiceNow workflow can do, but it requires a bit of scripting. In the following article, I’ll show you how you can set up some simple scripts in your graphical workflow ‘Approval’ activities to handle these scenarios for any percentage you choose.

ServiceNow Majority Approval

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Send a Knowledge Link when Attaching Knowledge


f you’ve worked with ServiceNow much at all, you’re probably familiar with the capability provided to search knowledge from the incident form, and then attach the knowledge article back to the originating incident. This behavior is extremely useful and can be customized if needed. One complaint I’ve heard about this behavior before is that it posts back the entire contents of the knowledge article into the ‘Comments’ field on the incident. The advantage to this setup is that the solution then gets sent directly out to the end user in their email, but it also comes with a disadvantage since the user never actually has to interact with the Knowledge Base or even know that they could have found their solution there.

One way to better promote knowledge use among your end user community (while still providing useful solutions) is to customize this default attach behavior to send a link to the knowledge article rather than the full text in the Incident ‘Comments’ field. In this article, I’ll show you how that can be done!

Attach Knowledge Link

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HTML-formatted Email Client Message Text


he ServiceNow email client is a great way to allow technicians to send ad-hoc email notifications from within ticket and other forms. One common request I’ve seen for the email client is to allow the creation of html-formatted messages. Of course, it’s possible to manually code the HTML, but it’s much easier with a WYSIWYG editor to help with code generation and formatting.

In this post, I’ll show you a technique that Valor Poland shared with me a year or so ago that changes the email client ‘Message Text’ field to an HTML-based field for this purpose.

HTML Email Client

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Custom CSS style sheets in non-CMS pages


ne of my favorite things about doing ServiceNow work at Crossfuze is the opportunity to collaborate with our customers to come up with unique ways to solve problems. I’m usually brought in to train and teach, but there’s not a client I’ve worked with that hasn’t taught me a few things as well. A couple of weeks ago, a ServiceNow administrator at one of our clients, Shannon Thurston, came up with a great idea for building a common CSS stylesheet for all of their knowledge articles. This idea can be used throughout the system, and is pretty simple to implement. In this article I’ll show you how to leverage custom CSS stylesheets in non-CMS pages in ServiceNow.

KB Style Sheet

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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...