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  1. 19 votes
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    This is quite possible through a simple customization. Simply create a new table with your categories - and then create a one to many relationship.

    Most of the instructions and learning required should be available on wiki.service-now.com

  2. 30 votes
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    6 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    This will actually be possible very soon. I've seen demos of it working in Eureka - but I don't know if that particular feature will be available for "E" or "F".

    AdminMatt Beran (Admin, ServiceNow) supported this idea  · 
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Love it! I think the "no-boundaries" approach to workflow viewing may impact the ability to do this in a logical way... I've seen some workflows that would require more space than printers allow. Still - gets my vote :)

  3. 1 vote
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 
  4. 1 vote
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    7 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Well, the page itself is likely rendered as a ui page, so I'd start looking for that.

    Have you had any traction on community? I don't really have the time to walk through this as my current client has other needs more urgently.

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I would suggest picking apart the jelly that renders the timeline page.

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Questions like this belong on the ServiceNow community.

    But since someone would likely point you to the wiki - you should check out the wiki.

    This is available when you are configuring the timeline page.

  5. 1 vote
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    2 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    This will probably need more clarity to get voted up. The ability to create these reports exists today.

  6. 1 vote
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Steve,
    I like the idea of adding this to the out-of-box functionality because it might make it easier in the long run.

    For now however, this is possible to do with an advanced filter on a notification (or within the business rule that creates the event that is triggering an email). Check out the "onChange" event on wiki.

    Let me know if you have questions!

  7. 24 votes
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    2 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Does the comment below fix this? Please inspect - if it doesn't, let me know as I'll mark this as complete in 3 days.

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Looking at the page below sort of seems we could solution this... either that or load something on your end-users machine that deletes the cookie manually :)

    http://www.codefixer.com/codesnippets/cookieLogin.asp

  8. 1 vote
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    under review  ·  6 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    For clarity on this, please start with a general description from the wikipedia entry for HRM: http://en.wikipedia.org/wiki/Human_resource_management

    There are several elements in this description that are fulfilled at least partially within the OOB ServiceNow system - but they may not be necessarily built with HRM in mind.

    And although this would be fairly simple to build within ServiceNow, there may be some major stumbling blocks that need to be customized to support this function.

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Paul,
    Are you admin? Can you send me an email and we can discuss offline? mattberan@gmail.com

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    AdminMatt Beran (Admin, ServiceNow) commented  · 
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    AdminMatt Beran (Admin, ServiceNow) commented  · 
  9. 12 votes
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    2 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I think this has a solution already... Check out Garrick's Blog post: http://community.servicenow.com/blog/garrick/simplifying-reporting-rightly-understood

  10. 13 votes
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    4 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    he wants to export to xlsx

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Can you be specific why that format is required?

  11. 9 votes
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I agree this should be a bit more flexile out of box - you know you can use CMS to do this currently?... I'm not sure whether or not I should be closing this.

  12. 10 votes
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    You can create pivot tables on custom tables. Please clarify your comment.

  13. 31 votes
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    3 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    yeah I end up using the second option - adding a field... Garrett, can you give an example of where you would use this? Like an example... is it for reporting or like what Russ said - to determine if something needs to be run?

  14. 9 votes
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    2 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Used Aptana for development? That's a good goal. There are a ton of great editors out there to mimic for something like this.

  15. 5 votes
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    2 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Well you obviously want this on the site, and I don't blame you. In an effort to make this constructive, can you provide examples of undocumented items, or even an example of "real documentation".

    Please keep in mind that this forum is not Service-Now property, and we are not Service-Now employees. To get real results, contacting your account rep is going to be much more efficient.

  16. 1 vote
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    This can be accomplished by using "user defined filters" or "system defined filters" similar to "Assigned to me" where the filters are optionally displayed. Let me know if you have questions!

  17. 22 votes
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    7 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I know there is a bit of Service Now that utilizes the "TinyURL" functionality too, maybe that's a good happy medium? Change the "Copy URL" UI script to use that TinyURL...

    AdminMatt Beran (Admin, ServiceNow) shared this idea  · 
  18. 4 votes
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    7 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Now I get it.

    I would metric the number of {comments to/from user} updates per hour, while the ticket is in an "Awaiting User Info" state.

    There are probably a couple ways to do this, but it would include a new field that increments by one each time a message is sent or received.

    Then use the metric plug-in to track the number of changes to that field during the ticket state...

    I'm just brainstorming here, and you may have some discrepancies in your instance that don't apply, or help in this situation too...

    If this is an unacceptable solution, I think your newest comments will give Service-now the information they need to determine the request. So feel free to keep it open.

    If this is an acceptable solution, let me know and I'll delete the topic!

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I would add that to "Work Notes" in the ticket... "Customer called to confirm/check status"

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    So what I'm hearing you say is that you have people closing tickets, and not following up with end-user?

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    A few things come to mind:
    1) turn on survey functionality, it makes responses to closed/resolved tickets easy and meaningful.
    2) Turn on auto-outgoing e-mails when tickets are marked as either resolved or closed.
    3) Change your actions culturally (instruct and exemplify perfect follow-up examples to I.T. agents and leaders).
    4) Imagine you were using paper tickets, how would you track it?

    I'm playing devil's advocate to some extent, but we're already doing 2 and 3, and looking to implement number 1.

    Have you opened a hi ticket associated with this suggestion?

  19. 9 votes
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    6 comments  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Elad,
    Let me ask a question for perspective: do you know any other applications that have native .msg support?

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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    I believe this is actually a restriction on your e-mail server, or the way that outlook natively uses .msg files. I'm going to ask you about process at this point so be wary:
    1) What does an MSG file give you that Service-now cannot provide using the comments to/from user field?
    2) Can you export your e-mails as other files (we typically use PDF, HTM, or TIFF if we need header info)

    If you'd like to talk about this more, feel free to contact me directly! mattberan [at] gmail.com

  20. 3 votes
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    1 comment  ·  General  ·  Admin →
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    AdminMatt Beran (Admin, ServiceNow) commented  · 

    Nate,
    This feature request sounds kind of vague... like, where do you want it? Is this catalog item, incident, request? Have you already submitted this to hi.service-now.com?

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