What does ServiceNow Architect do?

When I started my ServiceNow career back in 2013 there were mainly three technical roles:

  • System Admin
  • App Developer
  • Implementation Specialist

maybe those roles were enough at the time, however as the platform continues to grow ServiceNow introduced Architect certificate and also we now see a great emphasis on the architect role

so, What does actually ServiceNow Architect suppose to do ?

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ACL or Query Business Rules ?

Every now and then I find myself debating with a friend or colleague on whether we should use ACL or Business rules query.

Personally, I think the use of business rule query should be minimised. if you think about it, ACL called ACL for a reason! your security admin is the only one who can change ACL where anyone in your organisation with personalize_rules role can play with a query business rule that can be integral to your team.

again, I am not saying never use query business rules , I am just saying it should be minimised.

Here is when you shouldn’t use query business rules

  • Your query BR is going to run on large table.
  • Your query BR might contain a lot of OR clauses or LIKE operator.
  • You are not concern about your instance performance.

Quebec Tour Part 3:Import Set REST API – Insert Multiple

In Quebec release, ServiceNow introduce new capability to enable users to insert multiple records into a staging table and trigger a transformation that is based on predefined transform maps in a single API request. In this post i am going to use the Insert Multiple REST API end point.

POST https://INSTANCENAME.service-now.com/api/now/import/{stagingTableName}/insertMultiple

First thing, I am going to structure my JSON, I use company.do?JSONv2 to help me structure my JSON

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How to use Custom Interactive Filter?

Today, I recognise that custom interactive filter can actually be very powerful. here is why.

I wanted to create a dashboard that contains 2 reports, the first report should show incidents grouped by Category and the second one should show incidents grouped by CI – so far all well & easy and no need for custom interactive filter.

I wanted also to enable my end users to filter on short description, in other words, I would like them to be able to interactively use Short Description CONTAINS filter on my dashboard.

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How to apply IRE to import sets?

Using import set for populating CMDB is always a challenging activity. setting up the right coalesce field to your transform map makes this activity particularly challenging, correctly identify CI primary attribute is a key to reduce the risk of introducing inconsistencies through duplicate records.

Identification and Reconciliation(IRE) framework provides JavaScript API that can be used in import set. by using CMDBTransformUtil class, you don’t need to set coalesce field in your transform map. CMDBTransformUtil class uses Identification rules that already exist to workout what should the primary key for this import.

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IA & ServiceNow

ServiceNow is not only your system of record OR system of Engagement, ServiceNow can be one of your main asset in your journey toward intelligent automation.

I don’t think about ServiceNow engagement as just a project. I think about ServiceNow engagement as a chance for my customer to intelligently automate their process and digitally transform their organisation .

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How to create ‘Take me to my Ticket’ button in email notification?

In ServiceNow, email notifications are one the easiest way to inform user about a change that have happened to ticket or case. a frequent ask we receive as ServiceNow professionals is that our customers want to be able to click on link or button that shows newly updated/created ticket.

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