On-call Schedule Popup UI Macro

By |2018-07-09T15:00:00-05:00May 9th, 2011|Categories: UI macros|Tags: , , |

Here’s a UI macro that I’ve used for a couple of clients that allows you to pop open an on-call rotation schedule for the group selected in any ‘Group’ reference field in the system. This will probably be most useful for the ‘Assignment group’ table that you use on the task table. As with any reference [...]

Pause or Toggle a Time Worked Field Timer

By |2018-07-09T15:00:01-05:00February 22nd, 2011|Categories: Client scripts, System UI|Tags: , , , |

There are several ways to do time tracking in ServiceNow. One of the ways used frequently (especially in Incident Management) is the ‘Time Worked’ field. The ServiceNow wiki describes this functionality. I often see the requirement to have some control over the stop/start of this Time Worked field for customers using [...]

Calendar or Schedule-based Incident Autoclose

By |2018-07-09T15:00:01-05:00January 24th, 2011|Categories: Business rules|Tags: , , , |

Service-now provides the ability to automatically move incidents marked as ‘Resolved’ into a ‘Closed’ state after a certain number of days. In my experience I’ve found that this type of resolution/closure workflow is really the best way to configure your incident management setup because it allows end-users the ability to reopen incidents within a certain window [...]

New Call Call-taking Application

By |2018-07-09T15:13:23-05:00November 23rd, 2010|Categories: System Definition|Tags: , , , , |

While most IT departments do their best to educate their end users and help them to solve their own problems as they come up, the need for users to contact the Service Desk is something that will always be there. Ideally, this contact takes place through a support tool like Service˜ow but chances are you’ve still [...]

Assignment Rule Lookup

By |2018-07-09T15:00:11-05:00April 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 [...]

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