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Favorite Filters for Admin Users in ServiceNow

When first logging into ServiceNow as an admin, it can be a bit overwhelming.

To narrow this down, you can “favorite” a few key filters to focus in on what’s important.

 

Simply go to the All Applications Tab and STAR a filter that works best for you as shown below:

My favorite filters are My Groups Work – Active and Closed, which show all tickets assigned to my group that are either Active and or Closed:

When you have your filters selected, go to your favorites tab and click a filter to see what results it narrows down:

This is one of the most useful features ServiceNow offers. Enjoy!

5 ServiceNow Tips & Tricks I Wish I Knew When I Started!

  1. Performance degradation? Forms slow to load?
    Try following these steps:
    • Click the Settings Gear Icon on the top right of your ServiceNow screen, next to your name. Then, navigate to the Forms tab.


    • Changing the Related list loading from “With the Form” to “After Form Loads” for a slight improvement in performance. Changing to “On-Demand” can result in significant performance gains as this would change it so that records get loaded only upon click.

  2. Change the form view to a cleaner tabbed format versus the normal lengthy vertical layout.
    From the same Forms tab in System Settings (refer to tip #1), we can turn on Tabbed forms to change to this view.

    BEFORE:

    AFTER:

  3. Using asterisks (*) and double asterisks (**) for Reference fields.
    In ServiceNow, searching for a record in a reference field will automatically use a “STARTSWITH” query.

    This can cause some difficulties when trying to search for records.

    The solution is to use an asterisk before typing in the search term. This will change the query to a “CONTAINS” search which makes searching for records a lot easier.

    Also, you can also use double asterisks (**) to quickly return the first (up to) 15 records in the table.

  4. ServiceNow Keyboard Shortcuts.
  5. Quickly add attachments by simply dragging file to “Work notes” area.

    Attaching files by clicking the paperclip icon and then browsing for the file is a slow process. You can
    simply drag and drop the file you want to attach into the Work notes box.

The Powerful Info button in ServiceNow Tickets

In ServiceNow there are a ton of buttons when you first start using it and it can be overwhelming and easy to ignore them at first.

When a ticket finally makes it to you, it might be in a hierarchy of other ticket types (requests, changes, tasks, incidents).  For my example it’s under the “Request Item” field.

The Request Item in our case is another ticket type in the hierarchy and usually has more detailed of what the task is to complete this ticket.  A useful button that you may overlook is the “I’ button which is essentially an Info button with tons of helpful information.

This button shows a plethora of information that may be relevant in resolving the ticket or task and essentially allows you to view more specifics about the ticket without just searching for it elsewhere in ServiceNow.

All these Info buttons could be useful, some give detailed user information while others give location info.  It saves a bunch of time. Hope this was helpful!