Here’s a quick tip that shows you how to retrieve the name or URL of your Service-now instance. This can come in handy if you need to construct a URL in a business rule or mail script or if you have some automated post-clone configuration when dealing with multiple Service-now instances in your environment. […]
System security is probably one of the more challenging things to implement in Service-now.com. While an out-of-box ServiceNow instance comes with the core security built-in, any implementation will inevitably have customizations in this area. At some point, I plan on writing a basic security guide to help administrators and consultants make informed decisions about how security [...]
It is very common to use graphical workflow to help facilitate some change management process within your organization. One common requirement in change management is to be able to cancel or close the change request at any time during the process. "Simple", you say. "Just allow the user to change the value of the 'State' field to 'Closed'." You would not be incorrect in saying something like that, but you would be forgetting about part of the problem with closing or canceling a change request or other task ticket.
When implementing the Change management process in Service-now you'll probably encounter a scenario where your entire change workflow (including all tasks and approvals) needs to be reset. The first option to consider (assuming you're using the graphical workflow engine to manage the tasks and approvals) is the Rollback workflow activity. The rollback activity works great for a lot of scenarios, but what if you don't have a defined point in the workflow where everything should be rolled back? What if the rollback (or reset) can happen at any point in time? There's not really an easy way to handle this within the workflow itself since you would need to check for a rollback condition at an infinite number of places.