This has been very useful for me in the past. When an HTML field is exported to Excel, it displays all the HTML tags which makes it very difficult to read in Excel. Currently there is no way to hide the HTML tags when exporting but this is a useful Excel macro to clean it…

Response templates is a feature I just found out about recently. Documenting it here for easy reference in case I decide to use it in the future. The purpose of it is to create reusable messages that can be used in Agent Chat or just copied and pasted to your clipboard. Messages are stored under…

Example business rule to automatically close the related (parent) Incident when a Request is closed. Table: Request [sc_request] When: After or Before Update checkbox: True Filter: Parent.Task Type is Incident Active change to False Something similar could also be created through flow designer.

Simple solution to track the first assignment group of any Incident. Useful for reporting on how many escalations by certain teams, such as Help Desk. Go to Metrics -> Definitions. Create New Name: First Assignment Group Table: Incident Type: Script Calculation Script: Example: This will be tracked in the incident_metric table. instanceName.service-now.com/incident_metric_list.do?sysparm_query=mi_definition.nameSTARTSWITHFirst%20Assignment%20Group&sysparm_view= Value = the…

There’s a new feature in the Tokyo release to display survey/assessments responses in a nicer format. Previously, trying to report on the responses was an absolute NIGHTMARE! To use this new feature, in your Survey Definition, simply click on View Responses in Rows. What this will do is essentially create a database view to nicely…

Action instances are stored here: instanceName.service-now.com/sys_hub_action_instance_list.do?sysparm_query=&sysparm_view= Subflow instances are stored here: instanceName.service-now.com/sys_hub_sub_flow_instance_list.do?sysparm_query=&sysparm_view=

Go to Service Portal -> Pages and open page with ID: “esc_sc_cat_item“ instanceName.service-now.com/nav_to.do?uri=sp_page.do?sys_id=c0728d1373675300c629e1e54cf6a7b3 Add the following code to the Page Specific CSS and click update. Before After

The “Email Reader” scheduled job controls the frequently in which received emails are processed on your ServiceNow instance. By default ServiceNow checks for new emails every two minutes. It connects to the mail server configured in your properties and then downloads the messages and creates an event called email.read. Once this event is triggered, the…

object.applyTemplate(“template_name”); Example – Create new record and apply a template: https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/form-administration/reference/r_ScriptedTemplates.html