ServiceNow includes the ability to provide a full audit and journal history of records in the system. This is an extremely useful feature, but there are times when you need to override this audit process. Some examples may include a technician accidentally entering IT-only work notes into the customer facing ‘Additional comments’ field on an incident, [...]
The ServiceNow email client is a great way to allow technicians to send ad-hoc email notifications from within ticket and other forms. One common request I’ve seen for the email client is to allow the creation of html-formatted messages. Of course, it’s possible to manually code the HTML, but it’s much easier with a WYSIWYG editor [...]
Here’s a quick post on a simple topic that should save people some frustration. I’ve seen questions for a while now about setting up the number of decimal places for a field in ServiceNow. ServiceNow has a ‘Decimal’ field type that can be used for this, but that field type limits you to no more than [...]
One area of Knowledge Management that is typically fairly confusing to new admins of the ServiceNow platform is the public (unauthenticated) security model. A ‘Mark Public’ UI button is displayed at the top of each knowledge article in its edit view. While clicking that button adds the ‘public’ role to the article, it doesn’t actually do [...]
As a ServiceNow administrator, one of the most common challenges is trying to find a particular script or configuration in your own instance. Whether you’re troubleshooting or just trying to understand how something works, it would be very useful to be able to search scripts and configurations from the entire instance all at once. The problem [...]
