Problem management

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Mandatory Knowledge Search Before Ticket Creation

By | 2017-02-22T16:06:46+00:00 May 14th, 2012|Categories: Client scripts, UI macros|Tags: , , |

Greetings 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 [...]

Track Affected CIs in One Place

By | 2011-05-31T06:01:44+00:00 May 27th, 2011|Categories: CMDB|Tags: , , , , |

It should come as no surprise to you that, if used properly, your CMDB can be an extremely valuable input to your incident/problem/change processes. This is true not only of the actual CIs, but also the ‘Affected CI’ records that you create. ServiceNow gives you a couple of different places to track this information. The first [...]

Assignment Rule Lookup

By | 2010-11-29T15:55:51+00:00 April 19th, 2010|Categories: System Definition|Tags: , , |

Assignment rules allow you to specify conditions for which a particular assignment group and/or assigned to person should be assigned to work on a particular task. Assignment rules work fine, but as I’ve worked with clients I’ve come across some common scenarios that can’t be solved with the out-of-box setup. The primary issue with assignment rules [...]

One Field Shared Between Many Tables

By | 2010-11-29T16:49:03+00:00 December 31st, 2009|Categories: Scripting|Tags: , , , , , , , , , |

One common problem I encounter with Service-now deployments has to do with the sharing of a field between many tables extended off of the same parent table. Because the Task table and the Configuration Item table make heavy use of extended tables this is where I see the problem most often. What is the best way to make changes to a shared field for the table that I'm working on, but not impact other tables that may be using the same field?