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co-worker asked me for some help yesterday fulfilling an interesting requirement. He needed to set up a configuration item reference field or catalog variable that would display a calendar macro that, when clicked, would open a popup window containing a change calendar report for that configuration item. I figured this idea might be of use to others so I’m posting it here!
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ave you ever wondered how you can change the default time displayed in a Date/Time dialog? In general, the Date/Time dialog is controlled by back-end code so there’s not much you can do with it. I’ve seen this question a few times now so I decided to come up with a solution.
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ere’s a very cool (and simple) secret that allows you to show and hide loading dialog screens. These scripts can be run from anywhere in your system that supports client-side javascript.
You’ve probably seen these used in various places in your Service-now instance, most notably in List V2 rendering.
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ervice-now.com allows you to modify the CSS style of any field by adding a personalized style. Instructions for performing this customization are outlined on the Service-now wiki. There isn’t a built-in way to do this same thing with the fields (variables) in the Service Catalog. Applying styles to service catalog variables is possible however through the use of catalog client scripts. This article shows you how.
Whether you’re a new administrator or an experienced consultant, you need to know these things to become a master of the ServiceNow force.
List collector variables are a great way to collect multiple pieces of information about referenced records in a single variable in the Service Catalog. One complaint I get about these variables is that they take up a lot of space on the screen. While there’s not a lot you can do with regular slushbuckets in the system, List Collector variables have a little bit more flexibility because they can be manipulated with client scripts. Check out the SNCGuru List Collector archives for more examples of cool List Collector modifications you can use.
In this article I’ll show you how you can reclaim some of that Service Catalog screen real estate by modifying the size of a list collector variable using a catalog client script.
While most IT departments do their best to educate their end users and help them to solve their own problems as they come up, the need for users to contact the Service Desk is something that will always be there. Ideally, this contact takes place through a support tool like Service-now but chances are you’ve still got users who will contact the Service Desk directly by phone. As a result, Service Desk agents spend a lot of their time taking calls and logging tickets for those calls.
One of the challenges that I’ve seen a few times before with this type of arrangement is that people will call the Service Desk and start explaining who they are and what their problem is but the Service Desk agent doesn’t know if the end result of the conversation is going to be an Incident ticket or a Service Request. The way most of the forms in Service-now are set up requires you to make a determination about the type of ticket before you can start logging details about that ticket. As a general rule however, the Service Desk really needs to start recording the Caller information and the details of the call before they determine what type of ticket needs to be logged.
I worked with a co-worker of mine (Brad Hicks) to create the New Call application to help solve this problem. This custom application has been used by quite a few customers since as a standard Professional Services offering and has even made a couple of appearances at the Service-now ‘Knowledge’ conferences. I’ve been meaning to document the solution for a while and capture it in a redistributable update set. At long last, here it is!
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ist collector variables are a great way (currently the only way) to allow a user to select multiple options from a referenced table in a single variable on a service catalog item. The list collector variable allows you to choose from one to many (potentially hundreds or more) selections. What if you wanted to limit the number of items that a user could select? This script does exactly that. It restricts the selected items list on a list collector variable to whatever amount you choose. Just use the catalog client script below and set the variables for the maximum number of selections and the name of the variable to apply the restriction to.
One common configuration task in Service-now is to disable (make read-only) or remove certain select options from a choice list of a particular choice field. By far, the most common scenario where I’ve seen this is when a customer wants to restrict access to some ‘Closed’ type of option in a choice list depending on the role of the user. This is so common, in fact, that it has been worked into an Incident Management Best Practices plugin. In general, removing or adding choice list options is pretty easy to do, but there are a few things that you need to look out for. Disabling or enabling choice list options is not as simple just because it’s not a built-in function in Service-now. In this post, I’ll show you how to do both!
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