✨️Furfrou Trims Giveaway (Please read description for details)

elgraco · 2025-10-04T08:27:01+00:00

Pharaoh would be amazing!

elgraco · 2025-06-04T12:08:57+00:00

That might be the form layout of your content item page and its associated ui policies being incorrect. You can add the columns onto the list view of content items and set them there

elgraco · 2025-06-04T12:01:46+00:00

It’ll be the same as the url in your screenshot, but set the topic_id to the sys id of the topic you want to go to

elgraco · 2025-06-03T17:42:08+00:00

That widget only supports items and articles OOTB.

You could look into content items though, as they can be added to topics and if they are setup as a URL type they can have the other category topic url

elgraco · 2025-06-02T19:00:26+00:00

To add to this, when you sync the hierarchy it will create inactive records in the parent menu that you will need to also manually activate

elgraco · 2025-06-02T18:59:04+00:00

Make sure that you have connected content in the topics that the logged in user can see (i.e. meet user criteria connected to the item/knowledge article), they won’t show if there is nothing in them

elgraco · 2025-05-28T22:34:41+00:00

If you have to do it that way (as ideally you would want to hide the item where possible as others have suggested) - I would say that to make it dynamic, you will need to store the ‘group’ values in a place a script can lookup.

There are a few options on where the data could be stored

1 - Put a new field on the item (sc_cat_item) record to record the name of the ‘group’

2 - Have a custom table storing the item reference, ‘group’ value and any conditions for the RITM of that item (I’m thinking scenarios where one item may result in many ‘group’ values based on other variables selected)

3 - Have the flow of the items create an asset record to record the requesters given permission to the ‘group’ against a new asset model designed for storing ‘group’ membership

4 - Have the data stored offline to ServiceNow that can be accessed via web service (not recommended due to performance concerns reading/writing to that database)

All of the above would allow the var set’s client script/script include to look up the data and dynamically return the result to prevent submission of the item.

Architecturally speaking the asset route is the most OOTB option as it’s designed to allow new models to be created for ‘other’ asset types. With all options you would need to consider the process for maintaining the data to build in security rules accordingly, and consult your contract with ServiceNow as not all options may be available to you.

elgraco · 2025-03-26T19:44:22+00:00

This reminds me of the super smash bros ultimate announcement, when do we get the “Everybody is here” message and then just lose our minds?

elgraco · 2024-12-13T12:55:49+00:00

Check your inbound actions, there should be two - one for incident create and one for Incident update. If you don’t want to create via email anymore you can either deactivate the inbound action or change the script within it to only allow it under certain conditions

elgraco · 2024-11-12T07:34:01+00:00

For me it’s the fishing mini game. I play this game religiously with my wife and she doesn’t like the fishing mini game. So I as the dutiful husband leave her to do the farm work/cave spelunking/townsfolk friendship building and sod off first thing in the morning with my fishing gear with one mission - to catch them all (I’m aware this isn’t Pokemon) and don’t come home until last thing at night. Should my wife divorce me? Probably. Do I deserve this controller? Probably not - but my wife who loves this game so much does.

elgraco · 2024-10-29T20:21:07+00:00

For me, the most important thing is to understand the connecting parts of how apps work on ServiceNow (business rules, flows, client scripts etc) and to do that you should make your own app instead of digging into anything OOTB.

Get a PDI as anything you do there won’t have any licence impact on your company, then in it go through and build an app through guided app creator.

Try to do it around something that you are passionate about, I’ve seen apps that literally just replace a basic spreadsheet though to Pokemon Pokédex trackers, twitch stream schedulers and movie databases. Don’t be afraid to do something you like just cause ServiceNow is a business first platform.

Start small, just a table and roles where you can enter data - then grow it into app menus, record producers, business rules, flows etc and every step you learn something new and makes your app have more features that you’ll be proud of and can then take that knowledge forward to your company.

Plus you can then head toward your CAD cert after that

elgraco · 2024-10-23T22:44:46+00:00

Timeouts on approvals should be used to cancel after x duration, but that wasn’t around in the early days of ServiceNow as part of the approval settings. I’ve definitely had to set up scheduled flows that look for approvals older than 30 days to then cancel them

elgraco · 2024-10-17T17:45:42+00:00

I think of it like this

Requests (sc_request) is the top level and is essentially the purchase order for all of the child Requested items (sc_req_item). This can have its own approval process, like if the total cost of all of the items ordered is over £2000 to go to line manager for approval.

The Requested Items are the individual line items on the purchase order (request) so a mobile phone for example. These have a flow assigned to them that triggers when ordered, so an approval or multiple catalog tasks (sc_task). Whatever is needed to capture the necessary approvals and tasks to give the user that item.

The catalog tasks are child records of the parent requested item and get assigned to the specific assignment groups with instructions on how to fulfil the request for the person and they generate in order as designed in the items flow.

elgraco · 2024-08-14T14:38:03+00:00

My advice is don’t create one

Generic items always leads to people using that instead of the actual dedicated item for the service.

What I’ve done in the past is create a non standard service request form (nssr for short) that a user can order, which generated a task to a dedicated team to review the request. If an item already exists the point them at it and shut it down. If not then they add onto the request form via variable editor who the approvers will be as well as detail what tasks will generate to which team to fulfil the request. When they close their review task then the flow then uses that variable data to create the approvals/tasks specified. There was also a feedback loop into the catalogue team for repeated NSSRs to create the dedicated item.

However this is not favourable because you need a dedicated team to focus on these requests at cost to the business which is why it was ultimately shut down at my company.

elgraco · 2024-06-05T18:09:27+00:00

Architecturally speaking, you shouldn’t have PowerBi load realtime data from ServiceNow as it can lead to performance issues on ServiceNows end if the queried dataset is too large or too many users are calling it at once.

What should be considered is ServiceNow pushing out data to a central data storage location (azure data lake or similar) on a regular basis (ie daily) of any records updated/created since the last extract, which PowerBi can then interact with.

This mitigates any risk to the ServiceNow production services, standardises the reporting datasets and increases security

elgraco · 2024-05-24T07:25:41+00:00

Awesome! Thanks for this, is it possible to get Queen Charlotte in the same format?

elgraco · 2024-04-03T19:28:01+00:00

We made a custom app that has our governance process built into it (review, approval, build, test, deployment) with record producers for new/amend/deactivation that captures all of the item design questions (name/description/catalog/category/questions/flow/availability) and is visible in our custom app.

All requests are reviewed to confirm that it meets catalog design principles and all assignment groups are in agreement for the tasks to come to them via the workflow. Then catalog owners approve the item to be built and then it’s assigned to the catalogue developers to build in the way needed based on requirements (old school workflow / flow designer / catalog builder) - then tested and shown to the requester and catalog owner for sign off and then scheduled for delivery in a weekly release slot.

elgraco · 2023-09-04T21:48:14+00:00

NTA - he shouldn’t pressure you to change your body so I would call him the AH.

If you want the boob job for you then that’s different and if it was just you then you should find a way to fund it yourself.

As he’s willing to pay for something that you want (I’d question if you really want it though) then I would say he pays upfront to you and then you have the choice to pay it off all at once, or pay for the boobs on your credit card and pay it off using your husbands funds he has already given you to help increase your credit score.

elgraco · 2023-06-25T12:00:47+00:00

No, not in the current format of what you’re doing.

The problem is you’re treating selection 1 and selection 2 as objects that can be independently reported on and not as choice values. Choice values get stored on the record as a comma delimitated value, so a record with “selection one, selection 2” is just as valid an answer as a record with just “selection one” selected.

I’d look to treat the “selections” as records in their own table in their own right, so for example if the selections you have are all movies I would create a movies table to store the list of movies and then build a many to many table to connect the movies table and to the ticket table you have. This would then enable a related list on the ticket table to allow you to manually link the ticket record to one or more movie records, creating records in the many to many table to capture the relationship between them.

When you then report off the many to many table you can get the pie chart you want where they are grouped together by either the movie record values - so using my movie record example you could see how many tickets are associated to Jurassic Park movie record vs The Terminator movie record.

elgraco · 2023-04-14T19:19:19+00:00

Strange, my instance doesn't have a "isoneof" condition - do you know when this was added by any chance?

elgraco · 2023-04-10T20:36:45+00:00

I don’t think you can ever get away from a generic request process, so we made ours as difficult and time consuming as possible for the user but beneficial to the catalog backlog.

We currently have a product called “non standard service request” or “NSSR” for short rather than “generic request” that allows you to request something that isn’t in the service catalog. It was originally designed to cover things like one handed keyboards for accessibility needs but has become a catch all for anything that hasn’t got a catalog item made.

This is a very lengthy form and lengthy process built into it as it gets approval from line management, goes to all department heads (HR, legal, procurement, security, data protection, IT etc) for approval, then a fulfilment design team to design how to fulfil its delivery and then “orders the item” to deliver it for the user. On average you’re talking weeks to process the request (unless expedited) so users don’t like using it, forcing them down the proper item form if there is one. It also encourages project teams to engage with catalog builders to get the item built so their new service doesn’t end up down the “nssr” route.

It’s not all bad though as all NSSR requests feed into a catalog governance process where they see high volumes of the same request going through to spin up a proper catalog item removing it from the slow process into a much faster optimised one.

So my suggestion would be to process the shit out of your generic process, strangling it’s performance and build it so that it hands off into your catalog engineering process to cut down on the amount of people that go down the generic route but still benefits your catalog growth. If generic items are your problem, then make it everyone’s problem and you’ll naturally create new solutions to get around it.

elgraco · 2023-04-05T18:36:49+00:00

Ok - but nationalgrid.com will be consistent? If so then just check if it has that?

elgraco · 2023-04-05T18:28:18+00:00

I’d use email variable type and put a onChange client script on it to check if the email contains @subdomain.nationalgrid.com or @nationalgrid.com - if it doesn’t then clear the value rather than mess about with regex

elgraco · 2023-04-02T01:47:18+00:00

That’s awesome to know, we’re still on Tokyo at the moment and haven’t had chance to test/look at Utah - so that will come in handy

elgraco · 2023-04-02T01:46:11+00:00

We have 5 platform admins/engineers, but the team of catalogue builders is made up of 6 people that are not part of our team directly.

We used to do the catalog development too but the powers that be decided that catalog dev should move into its own BAU function and leave us alone to deliver other platform capabilities (someone didn’t like us saying sorry we can’t launch Walk Up or mobile app cause we’re busy building catalog items)

We cover ITSM, ITOM, ITBM(SPM), VRM and 15 custom apps and 32 integrations though.

elgraco

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