Incident management

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Mandatory Knowledge Search Before Ticket Creation

By |2018-07-09T14:59:54-05:00May 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 [...]

Building a CI Change Calendar Macro – On The Fly

By |2018-07-09T14:59:58-05:00July 20th, 2011|Categories: Client scripts, Reporting, UI macros|Tags: , , , , |

A co-worker asked me for some help yesterday fulfilling an interesting requirement. He needed to set up a configuration item reference field or catalog variable that would display a calendar macro that, when clicked, would open a popup window containing a change calendar report for that configuration item. I figured this idea might be of use [...]

Track Affected CIs in One Place

By |2018-07-09T14:59:59-05:00May 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 [...]

Advanced Incident Management

By |2018-07-09T14:59:59-05:00May 26th, 2011|Categories: General knowledge|Tags: , |

I had a great time presenting on Advanced Incident Management last week at Knowledge11. During that session I demonstrated a lot of very useful functionality that I’ve used and created to improve the standard incident management setup for technicians working in ServiceNow. Since most of my presentation was a demo, I promised the attendees that I [...]

Incident Priority Lookup

By |2018-07-09T14:59:59-05:00May 23rd, 2011|Categories: System Definition|Tags: , , , |

One of the basic pieces of any ITIL-based incident management setup is a priority matrix. Impact and Urgency drive a Priority calculation that can then be used to prioritize work and drive SLAs (among other things). ServiceNow comes with these prioritization fields and also includes a default calculation for you. While this setup works fine, it’s [...]

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