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 [...]
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 [...]
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 [...]
One common problem I encounter with Service-now deployments has to do with the sharing of a field between many tables extended off of the same parent table. Because the Task table and the Configuration Item table make heavy use of extended tables this is where I see the problem most often. What is the best way to make changes to a shared field for the table that I'm working on, but not impact other tables that may be using the same field?