A few months ago we started our #NowTipsWithAcorio, bringing you ServiceNow tips directly from our experts.
These tips focus on improving your ServiceNow instance and each one, produced by an A-Team member, offers a unique way of approaching your instance, some with code snippets, some with logic, others with mere suggestions of new applications and developments to take your platform to greater heights.
Every day we source our #Help-Development Slack channel for the best tips to share on social media, in blogs, and now, because of popular demand, a book! The book not only showcases some unique solutions to common ServiceNow problems but also shares some of our favorite conversations between our developers. Each ServiceNow developer is working on unique projects and instances, so they come across some really interesting issues, hacks, and stories.
Let’s take a look at what’s inside the new ServiceNow book.
Chapter 1: ServiceNow Best Practice Tips
ServiceNow best practice is a hot topic, and often one that leads to a lot of controversies. There is, of course, no one right way to do anything, but here are a few tips that come up over and over again for us here in the ServiceNow world. Take a look at all of them and see if you agree.
Customization is always a last resort.
If you do need to customize an OOB script, deactivate the original one and make a copy. This way you don’t lose the original code, and the upgrade won’t skip your work. Also, try to work with extending script includes, that way you can keep OOB script include intact, and anything you need to add or modify will live in its own little world.
Chapter 2: Workflows
ServiceNow’s approach to workflow removes bottlenecks and integrates processes and activities between people and the systems that they use… because waiting around for decisions, actions, and responses can be a bottleneck in any business. Of course, each workflow is only as good as it’s logic and design. Let’s take a look at one of the tips from the new book.
Trying to send a plain text notification from a workflow activity? Or maybe you just miss the usual features of a notification?
For this one, let’s walk through the logic. Instead of a workflow notification activity, trigger an event instead. Pass the recipient(s) in the event parameter 1. Then navigate to the advanced view of a notification and configure the notification to fire an event. Finally, toggle the checkbox for “event parameter 1 contains recipient”
Additional tip – configure the table accordingly in the event registry and notification to have access to the record’s variables.
Chapter 3: Email
ServiceNow’s capabilities deliver a system of action for the enterprise. Using a single data model, it makes it easy to create contextual workflows and automate business processes. So, the mantra may be that ‘email is dead’, but we know the reality is that it’ll be a while before it’s phased out completely.
In this section, we bring you a sample of issues and solutions that you might be coming across with ServiceNow and email, such as the example below.
Are you worried about keeping your email and attachment data secure?
You’ll be happy to know that an OOB ServiceNow instance has you covered: access to read emails (in the sys_email table) is controlled by whether the logged in user has access to read the “target” record (e.g., Incident, Case, Task, etc.) that is associated with the email.
Administrators can use a system property to determine who can view emails in cases where there is not a target record: “glide.email.email_ with_no_target_visible_to_all”. If the property is “true”, any user can read emails with no target record specified. If the property is false (default value), then only the sender of the email and admins can read it.
Likewise, access to read attachments (in the sys_attachment) table
is determined by whether the logged in user can read the record the attachment is associated with. If the attachment is not associated with a record, then only the user who added the attachment (and admins) can view it.
Chapter 4: Time & Date Fields
Time and date fields in ServiceNow are notoriously tricky – between the different formats, dozens of global time zones, plus the fact that time and date fields are used throughout your entire instance to filter results, send notifications and more. Thankfully our experts have a few words of wisdom to share.
Is there a way to get the date in time in my current zone?
gs.nowDateTime() gets the current date and time in your time zone. gs.nowGlideDateTime() gets the current date and time in GMT. Now go! Use as needed!
Ready to Get Started?
Download our complete ServiceNow tip sand trick book to dive in deep into each of the chapters.