USERSSHOULD BE ASKING

QUESTIONS9

If you’re reading this, chances are you use

And get

TOTAL IT VISIBILITY

CENTRAL DATA TRACKING

MASSIVE EFFICIENCY GAINS

PROCESS CONSOLIDATION

But are you getting the most out of it?

JUMP-START CONFIGURATIONS

INCIDENT MANAGEMENT

CHANGE MANAGEMENT

PROCESS DESIGN

CUSTOM APPLICATION DEVELOPMENT

We answer a lot of questions about

Must-see Article:How to Implement ServiceNow for Hospitals, Retailers, and Just About Anyone

FOR ALL USERS

QUESTION 1

What are the stars beside the modules(and why should I care)?

Any module that is a favorite can be easily accessed from the favorites tab.

Stars are super helpful for ITIL users to quickly access commonly used modules.

A: The stars indicate that a module has been favorited.

Q: What are the stars beside the modules (and why should I care)?

QUESTION 2

Where the heck did the Navigator (left-hand bar) go?

A: The Navigator can be collapsed and expanded.

Click on the arrow in the circle icon at the very bottom of the Navigator section.

Q: Where the heck did the Navigator (left-hand bar) go?

QUESTION 3

When I look at my record, why is the time off?

A: All of the times you see in ServiceNow are dependent on your profile’s time zone.

To update it, navigate to Self-Service > My Profile.

Click on “Update” to save the changes.

Select your appropriate time zone

Q: When I look at my record, why is the time off?

QUESTION 4

Why am I’m not getting any emails for updates made to the incident I entered?

A: Confirm your email address is correct.

To confirm your email address, go to Self-Service > My Profile.

If the email address is not valid, the ServiceNow admin team will need to update it.

If the email address is correct, please verify the emails are not getting automatically routed as spam or to another email folder.

If you’ve confirmed all of the above, please open an incident for the ServiceNow team to review. Provide the example record you expected to get an email from, but did not. They can check the email logs and record history to make sure emails are working as expected.

Q: Why am I’m not getting any emails for updates made to the incident I entered?

FOR ITIL/RESOLVER USERS

QUESTION 5

Can I mass update records?

For example, I received 20 new onboarding tasks and all have been completed. Can I put the same comment in each and update the state to “complete” for all of them at once?

A: Yes, you can do this.

Q: Can I mass update records?

All ITIL users have the ability to mass update fields on records (i.e. State), with the exception of the Additional Comments or Work Notes. Those two can only be mass updated by Administrators.

See How to Perform Mass Updates on the following pages:

If you have any questions or need assistance with the information in this document, please contact the team at servicenow@4thsource.com.

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The field to be updated must first be in your list view. In the below steps we will use the example of updating all of my HR Tasks’ “State” field to Closed Complete.

Navigate to the correct list view (i.e. Service Desk > My Work)

Make sure all of the records needing updates are consecutive. You can do this by updating the filter to find the correct records (i.e. Created Today), using the Show Matching/Filter Out options, etc.

Click on the field from your list view. You should see a border around the field when selected.

How to Perform Mass Updates

Q: Can I mass update records? A: Yes, you can.

Hold the Shift key down as you move your mouse down to select all records needing to be updated. The fields should turn a light lilac color when selected.

Double-click in one of the fields that is selected to enter/select the correct new value. This will also tell you how many records will be updated.

Enter or select the value. If it’s a field that has a drop-down list of values, like State, you will need to select th appropriate value. Otherwise, you can type in the new value.

Click on the green check mark icon to save the changes. The changes should appear in the list view.

How to Perform Mass Updates

Q: Can I mass update records? A: Yes, you can.

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QUESTION 6

We perform the same monthly maintenance to a server. Instead of creating a new Change Request each time, can we copy an old one?

A: Yes, you have the ability to copy a Change Request.

A Change Request template can be defined that has the values already pre-populated when you select it.

The template can also go before CAB to become a Standard change, so it could potentially be automatically approved each time as well.

Q: We perform the same monthly maintenance to a server. Instead of creating a new Change Request each time, can we copy an old one?

4SITE ServiceNow Consulting:Our program, 4SITE, also provides some other options.

QUESTION 7

Can I export a report, so it can be sent to management?

For example, I created a report of all the computers we have in inventory.

How do I export it?

A: Reports can be exported to Excel, CSV or PDF files. The same is true for any list view in ServiceNow.

Don’t forget: If 4th Source is managing your ServiceNow insatance, we can also share the report with management, if they would like the ability to run whenever needed.

Q: Can I export a report, so it can be sent to management?

FOR MANAGERS/TEAM LEADS

QUESTION 8

Can I get a report that shows my team’s productivity, open tasks, and more for our weekly status meeting?

A: Yes, ServiceNow has a few options here.

Any ITIL user can create new reports that can be specific to your needs (i.e. by team/group, customer). These reports can be shared with the entire team, if desired. A report can be run on-demand or on a schedule. Scheduled reports can be automatically emailed to the recipients. Reports can also be setup as gauges that can be added to a homepage. The homepage can be for an individual user, a group (team) or all ITIL users

Q: Can I get a report that shows my team’s productivity, open tasks, and more for our weekly status meeting?

QUESTION 9

How can we keep a secret?

My team has a lot of SOP (standard operating procedures) on OneDrive that we would like to have in ServiceNow, but we don’t want anyone else to see them because some documents contain customer sensitive data.

Can you help us do this?

A: Yes, our team at 4th Source can create a Knowledge Base that is specific to your team.

Only members of the group will be able to view the documents.We can also secure who has access to add new articles (content) to the Knowledge Base.

If there are some documents that you’d like the customer to see, we can allow them access as well.

For example, the customer calls in with an issue. You can attach, or paste the link to, the Knowledge Base article to their incident for the customer user to review.

Q: How can we keep a secret? Can you help us do this?

ANSWER

BONUS QUESTION

Where can I get help?

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Find a solution here: www.4thsource.com/servicenow