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65 results found

  1. The current layouts for kb and reports are very rigid. kb allows for 1 organization method and a choice of columns. Reports are organized by scope first and table second, splitting relevant reports for users into two sections with NO ability to organize or control the layout.
    Suggested change - make these work more like UI pages with flexible layout options and, for reports, the ability to overlay an alternate organization method.

    9 votes
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    1 comment  ·  Admin →
  2. 8 votes
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  3. 3.6. Target Groups and Roles for permissioning of knowledge articles and reports
    • Overview: The permissioning model for knowledgebase articles (and reports and tasks) is missing a key component, which limits its flexibility, especially in cases where the population of users is large and diverse. Currently, permissions are defined in terms of a Securable Object + Role + permission level. Adding the intersection of group membership will allow administrators to target content not only to broad populations of users based on role but also to individual groups while preventing the necessity of creating numerous extra roles to represent various groups.…

    7 votes
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  4. Right now, related fields can be use in filters, you should add it in columns of list as well so users can see the values.

    7 votes
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  5. 7 votes
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  6. I'd like the ability to automatically populate user groups based on user defined criteria. This way, the entitlement for services is much easier than all entitlement scripting.

    6 votes
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    1 comment  ·  Admin →
  7. ODBC Call to MySQL Stored Procedures for Reporting

    Voice your support to request an enhancement to the ODBC functionality to allow calls to MySQL Stored Procedures.

    This would greatly enhance your capability to generate any kind of complicated report you wish. In our case, we will connect Microsoft’s Reporting Services to the MySQL database through Service-Now’s ODBC driver giving us infinite reporting possibilities. Currently we have to download the entire database to our local MSSQL database to generate the variety of reports needed.

    If you think ODBC stored procedure calls for reporting could help your company now or in the…

    5 votes
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  8. A clear, concise, and logically progressive user guide. All you have now is a wiki, and that should serve as an addendum, not a complete guide.

    5 votes
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  9. Our Service-Desk gets a lot of follow-up calls regarding existing incidents or requests. It would be great if there was a UI Button / Action that can be pressed on an existing incident/request that generates a "Follow-up" incident/request. We try to marry up our numbers between ACD and Service-Now and we can't have our Service-Desk right now open a new request for every follow-up because then they would also need to update the original and it is just too time consuming.

    4 votes
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  10. The import from Ms project works great...
    It would be great to have the same for export to msproject...

    4 votes
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  11. The View and Use counts for KM are either 30 day rolling totals, or incremental from day 1. The only way I can see if use of the tool is up or down is to schedule count reports to run (weekly and monthly), then import the numbers into excel, line up the articles and subtract the prior totals. Use of the KB is a critical component to monitor, especially when trying to justify the tool and the staff to support it.

    4 votes
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  12. Provide a "helpthehelpdesk" menu item as well as a script that could be installed locally and run at boot (or scheduled task).

    4 votes
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  13. It would be useful to link Knowledge articles together whereby a relationship can be formed between one or more 'similar' articles. This information could then be displayed, as a minimum, at the bottom of a Knowledge view (along side feedback etc) so that the reader can see similar articles (rather than just articles with a common search result).
    Ideally what would be better is to allow the Service Desk to embed a variable in the article text itself that automatically expands to show 'similar' articles. This would allow the author to format the way this info is shown!

    4 votes
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    1 comment  ·  Admin →
  14. Currently fields of type glidedate do not take into account time or timezone when they are saved within SNC. If you have customers and operators of SNC in different timezones fields of glidedate can display the incorrect date for a particular user because their timezone does not match that of the person who created the record. This would be a really cool enhancement!

    3 votes
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  15. 3.3. Expand Advanced Search capabilities
    • Overview: Search by affected product, publish date ranges, domain, company. Allow passing of company / domain in query string parameters.

    3 votes
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  16. I would like to add an approver to requests and other types of tasks but I don't always know what role or that field may not be populated. In particular, the manager field is rarely populated in my user database because of the way our AD users are created.

    3 votes
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    1 comment  ·  Admin →
  17. Add export to and import from JSON native functionality to ServiceNow similiar to export/import XML current functionality on tables, reports etc.
    Make JSON first class type with context menu support.

    3 votes
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    0 comments  ·  Admin →
  18. If a customer attaches a spreadsheet (with the same fields as the request) to an request, can it automatically update/create requested items? For example, we have an item in our catalog called move multiple people. If a customer fills out the information for 30 people in excel and attaches the spreadsheet, can that spreadsheet be read and then the items added to that opened request as additional requested items?

    2 votes
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  19. I can schedule reports, but I can't see when I scheduled them for. Seems simple enough to show what I have submitted thus far.

    2 votes
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    0 comments  ·  Admin →
  20. Make it possible to send a HTTP post to the table API that specifies parameters to search by in a json payload, rather than having the query be specified in the URL as a sysparm.

    2 votes
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    0 comments  ·  Admin →