SATURDAY, MAY 19, 2012

Category: System UI

Adding a Logo to Public Report Pages

Wednesday, 30 March, 2011 09:24 Written by Mark Stanger
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ne of the features of the Service-now reporting system is the ability to publish a report so that unauthenticated users can view certain reporting information about your environment. When a report is published, the system gives you a public URL that you can make available to your users. Users viewing a published report will see the report, but no additional information about your Service-now instance or company. In some cases, it may be desirable to add some identifying information to these published reports (like a company logo). In this article I’ll show you how that can be done.

Public Report-Logo

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Adding Referenced Records Without Leaving the Form

Thursday, 24 March, 2011 05:13 Written by Mark Stanger
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ne problem I’ve seen a few times is the need to create a new record on the fly in order to populate it into a reference field. This problem recently came up for me with a client I’m working with so I decided to come up with a good solution. An example scenario would be a technician filling out an incident record for a user that doesn’t yet exist in the system. At first glance, the solution seems simple enough…simply navigate to the user form and create the new user, then create your incident record. While that can be done, it’s not always so simple. What if the technician has just spent several minutes filling out the incident and then realizes the caller doesn’t exist? The user would then have to navigate away from that incident record and lose all of the changes, or open an entirely new browser window to create the user and then return and populate the field.

Fortunately, there is a better way if you know how to leverage UI Macros and GlideDialogWindow QuickForms. This article shows a solution that you can use for any ‘sys_user’ reference field in your system. It can also be easily modified and applied to other reference fields as well.

GlideDialogWindow-Add User

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Pause or Toggle a Time Worked Field Timer

Tuesday, 22 February, 2011 07:57 Written by Mark Stanger
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here are several ways to do time tracking in Service-now. One of the ways used frequently (especially in Incident Management) is the ‘Time Worked’ field. The Service-now wiki describes this functionality. I often see the requirement to have some control over the stop/start of this Time Worked field for customers using this functionality. This post describes the approaches I’ve used in the past to meet this need.

Toggle Time Worked

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Creating a Custom Slushbucket Popup Dialog

Tuesday, 04 January, 2011 09:29 Written by Mark Stanger
16 Comments

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appy New Year! Hopefully everybody had a great holiday. Mine was spent mostly helping my kids to break in some new toys :) . I did get some time to play with some new Service-now ideas as well. I’ll be sharing some very cool stuff here on SNCGuru over the next couple of weeks.
I’ve seen a couple requests recently for a way to allow users to select items from a slushbucket popup dialog. The most common reason for this is to help manage manual group approvals on a task record. If you’ve worked with group approvals at all, you’ve probably noticed that they work a little bit differently than regular approval records do. Group approval records are really just task records so you can’t just hit an ‘Edit’ button and add groups to be approvers on a task. Instead, you have to repeatedly click the ‘New’ button and create a new task record for each approval group. Normally this isn’t an issue because group approvals are typically managed in workflow but if you’re manually adding a lot of these, the process can be fairly tedious.
This article shows how you can provide a better UI by creating a slushbucket popup dialog that allows users to select one or many groups to add as approvers on a task. Even though the solution is designed for a specific use case, I’ve tried to make the example shown here generic enough so that you can easily modify it for other uses as well.

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Cool Tip! Show and Hide Loading Dialog Frames

Tuesday, 04 January, 2011 06:36 Written by Mark Stanger
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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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Direct User Impersonation From a User Record

Friday, 10 December, 2010 06:53 Written by Mark Stanger
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very now and then I get a tip from a SNCGuru reader. This post comes courtesy of Garrett Griffin who emailed me yesterday with a cool script that his organization uses to allow admins to easily impersonate users without even having to select their name from the impersonate dialog. For those of you who don’t know about user impersonation in Service-now yet, you can read about it here. The method that Garrett shared is more convenient in many cases than the regular impersonate button and it also helps to eliminate the confusion that can be caused in the standard impersonate dialog when you’ve got more than one user with the same display name.

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Field Styles for Service Catalog Variables

Friday, 03 December, 2010 07:45 Written by Mark Stanger
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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.

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What you may not know about Forms, Form Sections, and Views

Tuesday, 30 November, 2010 09:18 Written by Mark Stanger
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ne of the most basic things you learn as a Service-now.com administrator or consultant is how to personalize a form. I remember when I was first introduced to Service-now how cool it was that you could just right-click and manipulate the fields on a form or a view. Service-now added more flexibility later with the introduction of form sections and tabbed forms.
This ease of use didn’t really translate for me when it came to understanding what was really going on behind the scenes. If I ever ran into a problem with my form or needed to change the arrangement or labels of existing form sections it seemed to take me forever to find the correct place to make the change.
This post is written to hopefully eliminate some of the confusion with how forms, sections, and views relate and are stored in Service-now. I’m not going to go into any of the standard personalization details because those are all outlined in the wiki. Below is an outline of the table structure, relationships, and usage of forms, form sections, and views.

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Outlook-style Module Counts

Thursday, 18 November, 2010 16:21 Written by Mark Stanger
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Instances running on Spring 2011 releases may notice an issue with this functionality where the counts do not display correctly in Firefox. If you’re experiencing this issue you can use the contact form to request the patched business rule fix.

One common request I’ve heard a lot from customers and on the Service-now forums is to add the ability to present list modules in the left navigation pane along with a count of records from the corresponding list query. This functionality is something that we’re all pretty familiar with since it’s a standard part of most email clients (including Microsoft Outlook and Entourage).

A few months ago I (along with a few other people) worked on a bit of code that brought this functionality to Service-now. While it was a cool idea and it seemed to work okay at first glance, the solution was very performance-intensive and pretty buggy. Slow page load times, left navigation hanging, and other issues were a frequent occurrence. As a result, if anybody asked me about the solution I told them not to use it. I just had another request for this the other day and thought I’d take another crack at a solution. After several hours of work and a fair amount of testing I’ve come up with the Outlook-style Module Counts update set.

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Adding Fields to the Service Catalog Checkout Screen

Friday, 05 November, 2010 08:07 Written by Mark Stanger
15 Comments

I‘ve written before about some customizations that can be made to the catalog checkout screen in Service-now. The catalog checkout screen gives users one last opportunity to review their order and provide some additional details about the overall request before submitting an order. One common customization request I’ve heard before is to add additional fields to this checkout screen.

This article is an extension of an idea presented on the Service-now wiki that shows one way to approach this problem. The solution described here overcomes some of the problems with the wiki solution and gives a little bit more detail about how the solution works so that it’s easier for you to customize on your own. I’ll also include some formatting examples and show how you can add more than one additional field to the checkout screen.

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