Switch an incident from classical UI to Service Operations Workspace in one click

Service Operations Workspace provides much simpler and intuitive view than the classical UI.

as way to encourage users to adopt  Service Operations Workspace in their day to day operation, you can create a simple UI action that can take ITIL users from the classical UI to the Service Operations Workspace with a single click. 

here is how you can do it

  • Navigate to System Definition >> UI Action 
  • Click ‘New’ to create new UI Action
  • Set up the UI Action as per screenshot below

Add script below to the Script field

function openSOWorkspace() {

	g_navigation.openPopup("/now/sow/record/"+ g_form.getTableName() +"/" + g_form.getUniqueValue());

You can download the UI Action from ServiceNow Share


Understanding Semaphore

like many ServiceNow pros, Semaphore comes to mind when there is a performance issue, however, Semaphore is much bigger than that. here I am trying to learn more about Semaphore.

What is Semaphore?
according to ServiceNow docs and JVM docs, Semaphore manages and protects ServiceNow resources and limits the number of activities for a specific resource. Semaphore does that by controlling transaction queues in a first-in-first-out fashion(FIFO).

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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 recognize that a custom interactive filter can be mighty. Here is why.

I wanted to create a dashboard containing 2 reports. The first report should show incidents grouped by Category, and the second should show incidents grouped by CI. So far, all is well & easy, and no need for a custom interactive filter.

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

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Escalation Rules

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 →