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Posts Tagged ‘knowledge11’

Creating a Knowledge Search Homepage Widget

Monday, 06 June, 2011 07:57 Written by Mark Stanger
5 Comments

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couple of weeks ago at Knowledge11 I presented a session on Advanced Incident Management. One of the topics discussed there was to help your users help themselves by finding solutions in a knowledge base. A simple way to make this more of a focus for your end users is to add a ‘Knowledge Search’ widget to the top of their homepage.
Even if you already have this functionality in your instance, this should serve as a good tutorial on adding any new custom homepage widget to your ServiceNow instance.

Knowledge Search Widget

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Advanced Incident Management

Thursday, 26 May, 2011 06:35 Written by Mark Stanger
6 Comments

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had a great time presenting on Advanced Incident Management last week at Knowledge11. During that session I demonstrated a lot of very useful functionality that I’ve used and created to improve the standard incident management setup for technicians working in ServiceNow. Since most of my presentation was a demo, I promised the attendees that I would post information about the solutions we talked about there. Read on if you want to see some great ideas to improve incident management in your organization!

Incident Form

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Incident Priority Lookup

Monday, 23 May, 2011 08:21 Written by Mark Stanger
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One of the basic pieces of any ITIL-based incident management setup is a priority matrix. Impact and Urgency drive a Priority calculation that can then be used to prioritize work and drive SLAs (among other things). ServiceNow comes with these prioritization fields and also includes a default calculation for you. While this setup works fine, it’s not very user-friendly to configure. The priority matrix is completely code-based so admins are really the only ones who can modify it. You also have to know where that calculation takes place (the ‘calculatePriority’ business rule). It’s just not as simple as it should be.

Last week at Knowledge11, I presented at an incident management session. One of the things I talked about was how you can get yourself out of the code by using lookup tables. I’ve written before about Assignment Lookups and in this article I’ll show you how you can use a ‘Priority Lookup’ table to get away from writing and modifying your priority matrix in code and allow non-admin users to be able to manage this matrix for you. Special thanks to Ivan Martez and Martin Wood who came up with this idea!

Incident Priority Lookup

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Welcome to Knowledge11!

Monday, 16 May, 2011 06:26 Written by Mark Stanger
1 Comment

I‘m headed off to San Diego today to attend Knowledge11, the annual ServiceNow user conference! Sessions happen Tuesday-Thursday but there are already hundreds of ServiceNow admins and consultants participating in the pre-conference admin and scripting training. I wish I could be there for the trainings too but I’m looking forward to the sessions this week.

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Latest Comments

  • Jim Coyne: I’m not sure exactly what you are looking for, but can you use “window.location” in your...
  • Ian: Might want to check the single quotes around ITIL in the condition line, they gave an error for me until I...
  • Mark Stanger: That’s correct. This returns instance URLs. I don’t have an equivalent currently that...
  • ND: Hi Mark, This is very useful information. I am looking for similar method to find URL of a site created by us. We...