The SLA engine in ServiceNow efficiently manages Task records, such as Incidents and Cases, by sending timely email notifications to agents and management. This proactive communication helps prevent imminent breaches, ensuring that Service Level Agreements are consistently met. Due to…
Category: ServiceNow
Importing Nested JSONs
JSON (JavaScript Object Notation) is a lightweight data interchange format that’s easy for humans to read and write, and easy for machines to parse and generate. It’s commonly used for transmitting data in web applications between servers and clients. JSONs…
Scheduled Events and Script Actions
There are various methods to execute server-side logic in ServiceNow, with business rules and script includes being among the most common. However, when there’s a need to delay the execution of logic for a specified period, the options become limited.…
Attachments from Draft Record Producers
The Washington release introduced a wealth of new features to ServiceNow, including the highly anticipated ‘Save as Draft’ functionality for portal forms. This feature allows users to save incomplete forms as drafts and return later to finish and submit them.…
Calendar Sync for Dispatcher Workspace
The Field Service Management application in ServiceNow offers a dedicated workspace for dispatchers, allowing them to assign work order tasks to field agents using a drag-and-drop interface. Additionally, dispatchers can view the agents’ ServiceNow calendars to check for any existing…
Bi-directional Journal Field Sync
In the ServiceNow ecosystem, we frequently encounter the requirement to synchronise journal field entries, such as Work Notes or Additional Comments, between related task records. The most straightforward approach is to use business rules. This method works well for unidirectional…
Exposing Customer Central to Incidents
ServiceNow enables agents to create Incidents [incident] based on Cases [sn_customerservice_case], typically for internal break-fix situations. In these scenarios, the case’s Contact is assigned as the incident Caller, and the case’s Account is assigned as the incident Company. In the…
The Dotted Objects
Dot-walking is well-known among ServiceNow enthusiasts for its simplicity in accessing elements across referenced records. However, simplicity isn’t always the best approach. If you haven’t encountered dot-walking failures in some scenarios, have you really delved deep into ServiceNow scripting? It’s…
Stepper Component in Configurable Workspaces
Process flow formatters in ServiceNow’s native view offer a visual representation of a record’s state progression. While not interactive, they can be prominently displayed at the top of the record. However, as we began migrating to workspaces, these visuals became…
Copy Attachments Better
For the longest time, the go-to method for copying attachments across various records in ServiceNow has been business rules utilising the GlideSysAttachment class. But this approach usually backfires when we try to copy attachments bi-directionally, giving rise to duplicate attachments.…