Main Page

From SNCWiki

Our Winter 2010 Release was completed January 22, 2010.

Our Winter 2010 Release update is available and includes targeted fixes for specific issues. Please contact Customer Support to request this update if you are affected by any of these issues.

Overview

Introduction to Service-now.com
Requesting Enhancements to your Service-now Instance Upgrade Policy Upgrade Controls Security and System Integrity

Introduction to Navigation and UI
Navigation Navigating Applications URL Components User Interface Using Record Lists Using the List Editor Creating Personalized Lists View Management Exporting Data Uploading Attachments Using HTML Fields HTML Field Image Picker Dot-Walking Breadcrumbs Using Filters Reference Icon Suggestion Fields Slushbucket Tree Picker Condition Builder Response Time on Forms Cancelling a Transaction

Introduction to Searching
Global Text Search Searching the Knowledge Base Knowledge Management v2 Search Text Index Attachment Plugin Enabling Attachment Indexing Enabling Text Search in Record Lists

Employee Self-Service
Service Catalog Email Controls Using Subscription Based Notifications Using Timelines Homepages Creating New Homepages Customizing Homepages Adding Existing Gauges to a Homepage Adding a Scrolling News Panel Help the Help Desk WMI Discovery Login Script Testing your Connection Speed Upgrade Controls Service Delegation

Introduction to Task Management
Using a UI Action to Create a Record Configuring Watch Lists Cancelling a Transaction Approvals

Introduction to Knowledge Base
Searching the Knowledge Base Opening an Image Link in a New Window Adding Content to the Knowledge Base Create Knowledge from Problem Plugin Text Index Attachment Plugin

Introduction to Reports

ITIL Implementation

Incident Management

Logging
Categorizing
- Defining an Assignment Rule for Incidents
Diagnosis
Resolution
- Promoting Incidents
- Best Practice Resolution Workflow Plugin
Closure
Continual Service Improvements
- Reporting on Incidents

Problem Management
Logging Creating a Template Creating a Record Producer Defining an Inbound Email Action Defining an Assignment Rule Investigating Defining a Workflow Gathering Problem Data Resolving Requesting a Change Continual Service Improvements Reporting

Change Management
Raising Creating a Record Producer Defining an Inbound Email Action Defining an Assignment Rule Managing CI Changes Defining Maintenance Schedules Assessing Calculating Risk Approving Defining an Approval Rule Performing Creating an Execution Plan Creating a Template for Change Tasks Change Management Workflows Plugin Defining a Workflow Continual Service Improvements Reporting

Catalog Management
Setting up Service Catalog Creating a Catalog Item Service Catalog Bundles Service Catalog Order Guides Record Producers Customizing the Service Catalog Portal Adding Content Items to Service Catalog Dynamic Catalog Categories Enabling a Two-Step Checkout

Service Catalog Variables
Using Service Catalog Variables Applying Roles to Catalog Variables Attaching Help Text to a Catalog Variable Auditable Service Catalog Variables Variable Types Variable Pricing Service Catalog Variable Sets

Service Catalog Fulfillment
Service Catalog Requests Enabling Bulk Requests Adding and Deleting Items from an Existing Request Service Catalog Workflows Defining a Service Catalog Workflow Service Catalog Execution Plans Creating an Execution Plan Service Catalog Execution Plan Approval Tasks Applying Conditions to your Execution Plan Tasks Specifying a Delivery Date

Knowledge Management
Setting up the Knowledge Base Navigation Add-Ons Knowledge Management v2 Plugin Knowledge Base Internationalization Plugin Generating Knowledge Using the Knowledge Base Submission Workflow Embedding Video into your Knowledge Base Articles Maintaining Knowledge Base Tracking Knowledge Base Articles Enhancing Knowledge Base Article Tracking

Service Level Management
Escalations Service Level Calendars Service Level Agreements (SLA) Plugin Getting Started with the SLA Plugin Defining an SLA with Plugin Creating an SLA Workflow Defining a Schedule for an SLA Defining Service Levels for Catalog Fulfillment Reporting on SLAs SLA Contract Add-on Plugin Defining a Service Contract

Asset and Configuration Management
Configuration Management Using the Configuration Item (CI) Relationship Editor Suggested Relationships Baseline CMDB Plugin Scheduling a CMDB Baseline Update Enterprise CMDB Plugin ECMDB Action Icons Asset Management Software Asset Management Extensions Plugin Software License Counts Managing Contract Expirations Business Service Map Business Service Map Views and Filters

Project Management
Import from Microsoft Project Export to Microsoft Project

Releases and Stable Builds

Release Notes

Most Recent

Winter 2010 release - January 22, 2010
Fall 2009 Stable 3 - December 18, 2009

Previous Releases and Stable Builds

Administration

General
Storing Images in the Database Homepage Caching Additional System Properties Sys id Managing Record Numbering System Logs Client Transaction Timings Plugin

Navigation and UI
Navigation Navigation Stack UI Welcome Page Content Wizards Creating a Wizard Modifying HTML Fields

Tables
Creating a Custom Table Tables and Classes Schema Map for Tables Deleting a Table Deleting a Table's Records Creating and Using Labels Labels for Derived Fields Turning on Auditing (History) for a Table Understanding the sys_audit Table Unique Index

Applications and Modules
Modifying Menu Lists Creating a Change Password Module

Forms
Creating a Template Personalizing Forms Annotating Forms Tabbed Forms Modifying Form Focus Changing the Enter Submits Form Preference Enabling Multiple Form Splits Requiring Fields on a Form Related Lists: Adding a Related List to a Form Creating Defined Related Lists Using Related Lists Creating a Many-to-Many Relationship Adding Fields to a Related List

Lists
Controlling the Sort Sequence Used to Display Lists Administering the List Editor Totaling in Lists Restoring Deleted Records Restricting Filters and Breadcrumbs Save with Form List

Fields
Out-of-Box Fields Relabeling a Field Deleting a Field Creating Mandatory Fields Configuring Dependent Fields Specifying Unique Field Values Default Field Values Adding Spell Check to a Field Using Journal Fields Using CODE Tags to Render HTML in a Journal Field Choice Lists Customizing Choice List Options Grouping on a Choice List

Adding Fields
Creating a Workflow Field Adding Suggestion Fields Adding Derived Fields Adding Fields to Task Related Items Adding a Time Tracking Field

Customizing a Form Field
Format Resolve Time as a Duration

Reference Fields
Reference Qualifiers Customizing Autocomplete Search Behavior Changing a Reference Field's Display Value Displaying the Show Related Incidents Icon Enabling Dynamic Creation INSTANCEOF Operator Cascade Delete Rule Options

Task Administration
Activating Most Active and Most Recent Labels Viewing a Record's Change History Eliminating Task Activity/Journal Field Duplication Editing the Task Interceptor Activity Formatter Plugin

Workflow
Graphical Workflow Editor Starting the Workflow Editor Workflow Stages Workflow Activities Workflow Variables and Conditions Force Workflow to Wait on Non-Workflow Task

Approval and Assignment
Approval Engines Approval Rules Setting Automatic Approval Rules Process Guides Approval Summaries Dynamic Approval Forms Execution Order of Scripts and Engines Approval with E-Signature Plugin Assignment Rules Using Assignment Group Types

Surveys
Creating a Survey Generating Customer Satisfaction Surveys Making a Survey Public Best Practice - Task Survey Management Plugin Using the Task Survey Management Plugin Survey Security Task Survey Management Reports

Reports
Report Engine Plugins Reporting on System Tables Creating a Public Report Totaling in Reports Excel Export Threshold Glide Chart Properties Saving Group-Level Reports Customizing Calendar Reports Ensuring Domain Separation on Reports and Gauges Report Ranges Exporting a Report Directly to FTP

Content Management
Content Management Plugin Getting Started Content Categories and Subcategories Generating Content Creating a Content Page Using Content Blocks Adding an Image to a Content Page Designing Content Theming Content Pages Defining a Layout Creating a New Frame Configuring Content Configuring Content Pages Site Support Linking to a Content Page Using Map Pages

Theming
Modifying the Banner CSS Theme Support Changing Colors or Field Styles

Email Controls

Scheduling
System Scheduler Creating a Scheduled Job Schedules Setting Up Holidays Schedule Pages Relative Duration Events Events and Email Notification Event Registry Setting up Inactivity Monitors Maintenance Schedules Plugin Timeline Plugin Week in Year and Day of Week Date Formats Daylight Savings Time

User Administration

Application Plugins
Activating Service-now Plugins

Localization
Internationalization Plugins Language Internationalization Translating New Customizations Creating a New Translated Field Knowledge Base Internationalization Currency Support for Service Catalog Plugin Localizing Price in the Service Catalog Fixed Currency Calculated Currency Multiple Currency

Security
Extended Table Security Implementing a Nonce Encryption Support Plugin Self-Service Password Reset Plugin Installation Exits Managing Failed Login Attempts Enabling the Logout Confirmation Prompt Removing the Logout Button Removing the 'Remember Me' Checkbox and Cookie Specifying a Login Landing Page Strengthening Password Validation Rules

Import Sets
Importing Data Using Import Sets Using the Coalesce Field Importing from Another Service-now Instance Data Sources SQL Server Integrated Authentication for Windows Viewing the Import Log Import Run History Scheduling Data Imports Web Proxy Creating New Transform Maps Import Set Scheduled Cleanup

System Update Sets
Using Update Sets System Update Sets Preview Plugin Saving Customizations in a Single XML File XML Repair Script for Update Sets

MID Server
MID Server Requirements for Discovery MID Server Installation MID Server Configuration Controlling the MID Server Version Deploying Multiple MID Servers

Performance
Troubleshooting Performance Homepage Performance Performance Metrics Running System Diagnostics

Advanced Customization

General Scripting
Getting a User Object Date and Time Functions Using GlideRecord to Query Tables Extensions to Jelly Syntax How to Escape in Jelly Scripting Alert, Info, and Error Messages Display Field Messages JavaScript Editor Plugin JavaScript Debug Window Script Includes Script Actions Useful Scripts Script Syntax Error Checking

Glide
GlideSystem GlideRecord Setting a GlideRecord Variable to Null GlideElement GlideList GlideAggregation GlideSession Glide Script Objects The g user Object

Scripting the Service Catalog
Creating a Catalog Client Script Creating a Custom Shopping Cart Service Catalog Script API Scripting Currency and Price Fields Scriptable Service Catalog Variables

Scripting Approvals and Assignments
Execution Plan Approvals Execution Plan Assignments

Scripting Fields
Adding a Property Scripting of Field Types Adding Dependent Variables Setting the Duration Field Value Implementing HTML in Comments Resetting Reference Fields Client Script Access to Variable Fields on Task Records Modifying the Glide durations Format

Client Scripting
Client Script Best Practice Sleeps, Delays, or Waits in Client Scripts

Business Rules
Out-of-Box Business Rules Error Messages Debugging Business Rules Building an OR Query in a Business Rule Parsing XML Payloads Using Business Rules

UI Customization
UI Scripts Global UI Scripts Creating a UI Policy UI Actions Creating a UI Routing Action UI Macros Creating a Formatter Overriding a Formatter with Macros UI Pages Context-Sensitive Help

Personalizing Dictionary
Data Dictionary System Dictionary UI Dictionary Attributes Sys_dictionary Table Personalizing the Table Dictionary Changing the Length of a String Field

Mobile/OS Configuration
BlackBerry Configuration Mobile Device ITIL and Service Management Plugin Configuring Vista Gadgets Personalizing Mobile Lists

Integrations

CMDB Import Integrations
Altiris Microsoft SMS / SCCM Avocent LANDesk Centennial Software IBM CCMDB

Event Management Integrations
IBM Tivoli TEC IBM Tivoli Netcool/Omnibus IBM Netcool Email Integration HP OpenView Operations for Microsoft Windows Microsoft System Center Operations Manager (SCOM) Nimsoft NimBUS Silverback Level Platforms

Service Management Integrations
RightAnswers Java Messaging Services (JMS) Integration BMC Remedy Remedy Wipro Integration HP OpenView ServiceDesk Salesforce.com Salesforce.com Demo Manhattan Software CenterStone Windows System Tray Incident Notifier

Other System Integrations
Borland Starteam Integration Building a Search Provider for your Instance CA Identity Manager Integration Integrating Service-now with your Intranet Integrating Databases using JDBCProbe Change Management Integration with Outlook Computer Telephony Integration (CTI) HDI Survey Microsoft MIIS Exporting Data Integrating with Sendmail Changing the default context root path

Single Sign-on

Web Services

Discovery

Getting Started
Discovery Agentless Architecture Discovery Made Easy Discovery Credentials Discovery Schedules Discovery Classifications Discovery Classification Parameters Discovery Identifiers Discovery Status Database Catalogs

MID Server Requirements for Discovery
MID Server Installation MID Server Configuration Deploying Multiple MID Servers

Discovery Probes and Sensors
Shazzam Probe Parameters Custom Probe - Text File

Discovery FAQ
Data Collected by Discovery Discovery Bandwidth Debugging Network Discovery Discovery Resource Utilization Application Dependency Mapping

Discovery CI Consolidation
Using Discovery CI Consolidation Using Duplicate CI Finders Using a Configuration Item (CI) Delete Action Merging Configuration Items (CI) Using the CI Script Action

ECC Queue
Managing the Size of the ECC Queue

Other Resources

Retrieved from "http://wiki.service-now.com/index.php?title=Main_Page"

Main Page

From SNCWiki

Our Winter 2010 Release was completed January 22, 2010.

Overview

ITIL Implementation

Releases and Stable Builds

Administration

Advanced Customization

Integrations

Discovery

Other Resources

Views

Personal tools

Navigation

Search

Standard wiki toolbox