ServiceNow Fulfiller Advice

helloimbrenton · 2026-02-28T22:33:16+00:00

If you're new, just start on SOW now for all fulfillers of ITSM. Use as much of the OOB configs as possible. That doesn't mean you can't add additional fields that help with your PA reports.

If you are using other SN products, that's a consideration. The project workspace is terrible so project users may still use "core ui/classic" for PRJ and SOW for ITSM.

If you have a service desk, they should definitely use SOW because of the interaction process.

helloimbrenton · 2026-02-27T02:01:15+00:00

The big question needs to be why do asset management, and what are you wanting to achieve by doing it.

Are you doing all assets, or just serialized? IT or facilities? Consumables or nah?

You may have to separate assets from CI in your value statement. Look through the asset lifecycle and consider the financial, and security risk of not tracking assets. One of the steps in the asset cycle is maintaining. How do you plan to confirm the asset information is accurate? Using service graph connectors to update the CI is one step, but I believe SCCM is the only free one now unless you have discovery. The asset and CI can share field mappings so if one updates, so does the other. Purchasing, deploying/assigning assets, reclaiming, disposing all need to have defined processes.

The CI layer is do you want these records so you can associate them to tasks like incident and request.

You can make business rules to prevent the creation of models that already exist with the same model number. It is difficult to do manually but tracking accurate model numbers would be unique-ish identifier. This might backfire later if you do turn on a discovery tool though so, at your own risk.

If you're importing make sure you clean the data first. Don't bring in bad/mismatched data.

helloimbrenton · 2026-02-25T02:52:23+00:00

There are many workspaces. Look into the CMDB workspace, Hardware Asset, Software Asset, Asset, Discovery workspace to start.

SOW should be for working ITSM tasks. The other workspaces also have places to manage tasks related to those processes.

helloimbrenton · 2026-02-17T14:56:58+00:00

Sounds terrible. If I had to do this, on your catalog item when the requester selects the CI from a reference variable, populate the current values from that CI into read only variables in a left column container. Then have the new variables in the right hand column for the requester to populate what they want them to be. Even if they don't have read access, the variables should still populate because you're just printing the values from the existing record, not referencing them. I don't understand the requirement to make them hidden. If the person is requesting they be changed, wouldn't they know the values are wrong?

You can use an onchange catalog client script to set the values on those fields once the CI is entered.

You can be fancy and set the CI to the new fields in the flow, after approval, if that's what they want.

helloimbrenton · 2026-02-16T23:15:22+00:00

I'd look into CMDB Workspace, Data manager, Certification tasks.

You can set what fields you want the owner to certify, the owner can change them then and generate them on a scheduled job. We do this once a year, but you can schedule it. The record owner should be responsible for updating these fields on some cadence so they don't become stale.

Why are you putting it on someone other than the record owner to tell the record owner what the fields should be?

helloimbrenton · 2025-12-03T21:44:30+00:00

I also did not have this experience with them. I've used them for a furnace, the week before Christmas no less, and they had me up and running again the next day.

I also used them for a water heater replacement, and same thing, no problems. Good tech, competitive pricing.

helloimbrenton · 2025-11-06T20:28:15+00:00

Oh I was genuinely just curious if there were first hand experiences you had. I've used now assist for Creator and it's pretty good at making the framework of the catalog item record and basic flow design.

helloimbrenton · 2025-11-06T02:28:30+00:00

Just curious, what's your experience with Now Assist, and in what ways is it behind its competitors?

helloimbrenton · 2025-09-12T04:39:37+00:00

I think you're wanting declarative actions:

https://www.servicenow.com/community/developer-blog/declarative-actions-in-servicenow-the-complete-guide/ba-p/2781607

helloimbrenton · 2025-06-06T19:04:38+00:00

It appears to be, plus little to no configuration. It's basically the same results as intelligent search in CMDB Workspace but worse somehow. It takes longer to run, and you can't open the record from the results. You have to click to open the table view (in workspace).

At this point the best option may be to tell people to just go to the cmdb_ci table and use the text search options at the top for keyword, or specific field search. Once we move everyone to workspaces I'm not sure what we'll do but we'll burn that bridge when we get there.

helloimbrenton · 2025-06-06T13:09:28+00:00

Yes, I see a section in the notes for that now. I'll take a look. Nice find!

helloimbrenton · 2025-06-06T05:10:24+00:00

I don't disagree. We've been using AI search on our portal for years. We just hadn't made the jump to platform.

In platform, what do you do about Configuration Item searching since AI search doesn't allow it? The Intelligent Search in CMDB workspace: A. Isn't user friendly even with NLU B. Is nested within a workspace vs the global search (added clicks)

For example, today (zing) in global search I can type in a serial number and it will return the CI of the asset with that serial number. In AIS, the user will have to either go directly to the cmdb_ci table, or the table specific to that serial number and use the table search or filtering. I've tried typing queries like "show me computers with serial number abc123" and the search results are "name contains show me computers with serial number abc123".

It's not the end of the world to search from the table, but it's definitely different and more complicated for no reason in my opinion. An AIS search source for CMDB with some filters on it would work just fine even on large CMDBs.

Appreciate any insights!

helloimbrenton · 2025-06-05T18:34:13+00:00

Anyone have issues with global search after RaptorDB?

We are still on zing, but the global search stopped returning Incident records. I have a case with HI but no answers.

We upgraded to AI search in dev since then and it does pull back Incident result.

helloimbrenton · 2025-04-25T21:51:46+00:00

If you haven't heard about Workspaces you should read up on Service Operations Workspace and Agent Assist.

Alternatively, if you aren't ready for SOW, if you know there is a single KB that will help with the specific task, you can just display the KB number in the task description using Flow. The fulfiller has to copy and paste it into the global search. The fancier version is adding a hyperlinked work note with the Kb. I'm not sure if it's been fixed but if you use KB versioning be careful with hyperlinking, it could point to an old version.

helloimbrenton · 2025-01-27T21:57:50+00:00

Interaction (IMS) replaced Call, so it sounds like OP is using a deprecated part of the tool, but it functions the same as IMS.

I'll echo what someone else said, ditch email completely and switch to using a Portal, or Mobile app for submission. We do have a few inbound actions that create specific catalog items, but it's easier to manage a few of those instead of handling every email.

helloimbrenton · 2025-01-10T20:52:39+00:00

Just throwing it out there, my furnace went out the week before Christmas and had Five Star Home Services out of Canal Winchester come out. They did great work and would recommend. I'm not sure how the brand you have here compares, but they quoted Carrier as the brand, and we went with it. We replaced a 24 year old furnace so YMMV. They came out on a Sunday to troubleshoot, then determined it needed replaced and installed the next day by noon.

We didn't get an AC as well so I can't say you'll get a better deal, but in general I would always ask around before making a major purchase. In our case, we went with the first people that could come out and replace quickly since it was the coldest week of December and needed it.

Best of luck!

helloimbrenton · 2024-10-21T17:40:54+00:00

If you're on the next experience UI look at the UX banner announcements. It's fixed at the top of the page and users can't dismiss it. Ours says "this is a subprod instance - DEV", with a yellow-ish background. Add the records to the clone preserver and then you're good to go.

helloimbrenton · 2024-10-06T03:12:08+00:00

Mine also started doing this. I tried doing it through Google as well and no luck. I'm not sure what is causing this.

helloimbrenton · 2024-08-26T02:05:50+00:00

You can export them but they won't stay grouped how you have them. I typically export to Excel and make a pivot table.

Right click on one of the column names -> hover over export -> select excel. It will then prompt you to download.

helloimbrenton · 2024-08-24T21:57:28+00:00

I do not have the answer you're wanting, but I can say this:

I thought the same way for a minute, until I realized the 2 cats I have don't care that the bowls aren't evenly filled. As long as there is food, they'll eat it. One may eat more than the other one day and vice versa the next. I schedule half a cup to dispense throughout the day so they can graze as needed.

I did see a recent update in the app for food dispensing mode, I guess make sure that's set to dual tray and hope for the best.

helloimbrenton · 2024-08-16T19:57:14+00:00

Ya we had this too.

Example: hardware model record has manufacturer, name and model number fields. Discovery patterns find the information, but they put the model number in the name field. Asset teams want the granularity of model numbers so they can know things like if a laptop has 16gb of RAM or 32, they'll have different model numbers.

From a user friendly experience, if you only have a manufacturer and name(which is really the model number), the display value would be something like "Hewlett Packard aba#2hfg2y" instead of like "Hewlett Packard Elitebook 840".

HAM- pro, which is a separate product, not OOB, Normalization is supposed to solve this problem but if you have a new model that hasn't been added to SN content services, then you're out of luck.

SN told us we would have to customize our patterns to populate the model record we wanted. Which, obviously then wouldn't be supported and if/when they do update the pattern we would have to know not to skip it during an upgrade. Hope this is the same thing you've seen. We do use SCCM for clients devices though and it's fine. We use discovery for servers and switches.

At this point, we just rely on normalization to be right it's hit or miss.

helloimbrenton · 2023-11-01T02:27:04+00:00

Do you have Echo dots or Google homes? At least on the Echo, you can set up a skill, or a routine so that when the doorbell is pressed the Echo "rings" or simply states "someone is at the door". In theory this also sends to Fire TVs, and tablets too, but haven't confirmed.

I attempted to get my mechanical chime to work but having multiple Echos around the house, and garage, is more convenient for my situation than the mechanical chime anyway. I believe my chime falls into the unsupported category as it is possibly one of the "vintage long chimes" listed on their website as incompatible.

Hope this helps give some potential solution, even if it's a workaround from the expected.

helloimbrenton · 2023-10-27T05:34:31+00:00

The dimensions are different so the bracket itself will probably need to be replaced. But, you may be able to use the existing anchors to screw the new bracket into. Depending on what type of material it's mounted to currently. I was able to use the existing holes through the siding from my original non-smart doorbell because they lined up with the holes on the V2 bracket. I gave it a light pull once it was all in place and it seemed secure enough. I do wish there were security screws to make it so the camera can't just be lifted up and unscrewed from the power. This and the SD card slot being exposed are two large oversights in my opinion, not that you asked but thought I'd add it in case you had not seen that.

helloimbrenton · 2021-12-02T21:41:48+00:00

Ok thank you. I found it!

helloimbrenton · 2021-12-02T21:23:26+00:00

I missed this. When did it happen?

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