THURSDAY, JANUARY 19, 2017

Category: Scripting

Overriding ServiceNow Form View Inheritance

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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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Send a Knowledge Link when Attaching Knowledge

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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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UI Info and Error Message Cheat Sheet

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nformation messages are a great way to provide UI feedback to end users as they interact with the various forms in your instance. This article describes the various methods you can use to display information messages to the users accessing your ServiceNow system.

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Reload a Form or Related list from a Client Script

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his post comes in response to a forum question about how to reload a form or related list from a client script. This can come in extremely handy in the right situation. In the past, I’ve used scripts like these to refresh information on the form in response to a back-end server update of some sort. Here are a couple of code examples that show how to trigger these reload actions.

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Mandatory Knowledge Search Before Ticket Creation

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reetings from Knowledge12 in New Orleans! I’ll be here all week with CrossFuze Solutions so if you’re here and see me, please introduce yourself. I’m looking forward to putting a face to all of the names of people I’ve worked with remotely.

I’m working with a client currently who wants to encourage the use of their Knowledge Base to reduce their ticket load. This, of course, is a common requirement but it’s one that I don’t think is adequately addressed in ServiceNow currently. In this post I’ll share my implementation of their idea. I don’t think it’s a perfect solution, but it might give you some ideas to improve your own process and design. This post shows how you can force a KB search using the standard search dialog whenever a user creates an incident. I’ve designed the solution to work in a standard incident form and within the service catalog so that it can be applied in whatever way you create tickets in your environment.
Automatic KB Popup

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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...