Explore ServiceNow Community

#NOWTipswithAcorio: Exploring the ServiceNow Community and Knowledge Base

Time and time again we see some incredible articles on the ServiceNow Community or peppered throughout different ServiceNow help boards, product documentation, and knowledge base. Do you know everything that is available to you, both as an instance administrator and a ServiceNow user?

So, we decided to take a look for ourselves and pulled out a few of our favorites to share with all of you.

Take a look at each of the tips below, meet the experts behind them, and then dive right on in. Ranging from assigning tags based on conditional logic to removing tables in Global Search, we think everyone will learn something new.

Tag everything!

ServiceNow administering tags tip

Kathy Blackburn got really excited about ServiceNow’s automatic tagging feature. (Note the ‘!’ thrown into her explanation above.) Anyone with an administrator role, specifically a tags_admin role, can configure and manage tags – even those created by other users – as well as configure notifications, auto-assignment and indexing for the tags.

So why do we care about tags again? Well by tagging articles within your knowledge base you not only make it easier for the user to find relevant content, but it makes it easier for you as the administrator to oversee content updates. Assign a tag to an article, and then set up notifications for that tag. That way, every time an article is updated with that tag, you’ll know.

Let’s take a closer look at enabling a system to send notifications based on certain tags.

  1. Navigate to System DefinitionTags.
  2. Open a tag.
  3. In the Label Entries related list, open the record for which you want notifications.
  4. Select the Notify onchange checkbox to be notified any time the record is modified.
  5. Use the Notify when condition builder to specify the conditions that must be true to trigger the notification.
  6. Select a business rule in the Notify script
  7. Save the record.

Check out the full ServiceNow article to walk step-by-step through creating a tag, editing tags in the Tag module, automation, and notifications.

Fear the void- prevent empty element SOAP messages

Sometimes your problem is so specific, you can’t believe there would be a knowledge article on it. Well, enter Johnny Walker, who comes across niche problems working with clients day-in and day-out. He knows the extent of the ServiceNow Community and pulled out this article to share with you. It looks up a property to prevent empty elements in your SOAP messages.

If you have one of these wonky Web Services, learn how to prevent SOAP messages with empty elements with a system property called glide.soap.omit_null_values.

Customizing default Search Groups

ServiceNow Search groups response screenshot

Have you ever wanted to remove (or add) specific tables from the Global Search? Well, Brianne Gallagher pointed out a great article on how to use the System Definition’s option to define Search Groups.

Search Groups are used to help organize your return results within the Global Search. Inside each Search Group are Text Search Tables which determine what tables are actually searched. If your Search Group is ‘Policy’, then some Text Search Tables might be ‘Business Rule’, ‘UI Policy’ or ‘Client Script’.

There are lots of options for the instance administrators to customize Search group settings, but what about the Users?

Deselecting or Selecting Search Groups and Tables

ServiceNow Service Management Module

The navigation pane on the right can be used to click on the grouping that the user is interested in and they are then scrolled in the search results pane to that particular grouping.

There’s more

Still have questions? Have your own tips that you want to share? Reach out to one of our experts to open up a conversation to keep you moving on your ServiceNow instance.

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