ServiceNow adds a ton of great functionality to each new product release. Often times, the most helpful and useful features (at least to a long-time user of the system) are enhancements to simplify or improve on existing functionality. Unfortunately, these are often some of the most under-appreciated and end up getting lost in the marketing hype of all of the brand new capabilities that you may or may not use. One such example that recently arrived to ServiceNow is ‘Dynamic filters’. In this post, I’ll share what dynamic filters are, and show how you can extend and leverage this capability to improve your own ServiceNow system.
One important piece of managing user logins in any system is determining the maximum session timeout for users. ServiceNow allows administrators to set a global session timeout or allow users the option of having their session remembered and never logging the user out unless they log out themselves.
In some cases, you may need additional flexibility around these session timings. You might want to time users out of the system after a certain period of time even if they have the ‘Remember me’ checkbox checked. You might also want to evaluate the timeout based on specific user criteria. The base configuration doesn’t allow you to have this kind of flexibility, but you can introduce additional capabilities via a scheduled job script. This solution shows how you can force a session timeout even for users with the ‘Remember me’ checkbox selected.
t Crossfuze, one of the areas we specialize in is helping struggling ServiceNow implementations get back on the right track. One type of issue that we encounter frequently is bad or redundant data that’s being used and needs to be deleted, de-activated, or cleaned up in some way. The best way to handle this issue is to keep it out of your system in the first place, but what do you do if it has been there for months or years and has been referenced in who knows how many places and ways? The options vary depending on the situation, but a common component of any potential solution is finding out just how much of a problem you’ve really got. How do you decide to replace or modify the bad data if you don’t even understand where or how that bad data is being used?
To help answer this question, we recently created a really useful admin utility to find all places where a record is referenced. In this article I’ll show you how you can set it up in your instance!
erviceNow includes the ability to provide a full audit and journal history of records in the system. This is an extremely useful feature, but there are times when you need to override this audit process. Some examples may include a technician accidentally entering IT-only work notes into the customer facing ‘Additional comments’ field on an incident, or an end user supplying confidential information such as a password or social security number in a ticket.
Unfortunately, the process of deleting or updating audit, activity, or journal entries is fairly difficult to perform, and even more difficult to remember. The customization shown here makes this process much simpler by leveraging UI actions in the standard ‘History -> List’ view from any audited record.
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.