I am continuing my Quebec tour, today I am going to look into ‘Issue rating’ which is available on Issue Triage table(sn_grc_advanced_issue_triage). here is how i am going to use it:Continue reading “Quebec Tour Part 2”
This is my first trip to Quebec and I am excited to start of with ITSM.
Service Desk Call
First thing you notice in Quebec( If you enter from ITSM gate) that Service Desk Call (com.snc.service_desk_call) plugin is deprecated . Service Desk and New Calls are replaced completely by Interaction and Work space.Continue reading “Quebec Tour Part 1”
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.Continue reading “How to use Custom Interactive Filter?”
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.
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 .Continue reading “IA & ServiceNow”
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.Continue reading “How to create ‘Take me to my Ticket’ button in email notification?”
a nice report to be added to your HR agent dashboard is HR Cases not update by me. This might provide HR agent the awareness of the latest updated cases that need attention from the Assign to
I am reading great book at the moment titled Clean Architecture A Craftsman’s Guide to Software Structure and Design and I ask myself, is there anything I can apply from this book… i think the answer is yes! As ServiceNow professionals, can we learn anything from Single Responsibility Principle for example? I think yes again.
But first, what is Single Responsibility Principle?Continue reading “Single Responsibility Principle”
Today I am writing again about AJAX – I actually wrote back in 2014 a blog post about this very same topic but it seems that I really like this topic so I thought to write about it again.
before getting into the weeds, quick recap of two concepts
Synchronous is real-time communication method where each party receives messages instantly and requestor needs to wait for the request to be complete.
Asynchronous is a communication method of exchanging messages between parties in which each party receives and processes messages whenever it’s possible to do so, rather than doing so immediately upon receipt. requestor immediately continues with its work without caring for the immediate result.
When to use GlideAjax ?Continue reading “AJAX again”
When you are in almost any HR project, you got asked this question – How i can escalate HR cases? if you are new to human resource service delivery, you would think about this requirement in terms of SLA, but in HRSD, escalation doesn’t mean the same thing!
In HRSD, escalation process is to assign HR cases to HR agents with the appropriate skills. Continue reading “Escalation Rules”