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16 Posts authored by: Suzanne Smith Employee

We are constantly working hard to improve the user interface and make it more intuitive for users. Therefore, the user interface in ServiceNow has evolved a great deal over the years. Some of the most notable stops on the timeline include:

  • Classic: Original ServiceNow product interface
  • UI11: The Edge, split screen, bookmarks, and flyout windows added (2011)
  • UI14: Redesigned icons, buttons, and color themes added (Eureka release)
  • UI15: Redesigned icons and usability improvements added (Fuji release)
  • UI16: Redesigned banner, Favorites tab, and different access to application menus added (Helsinki release)


On certain versions of the product, users can switch between different versions of the user interface whenever they want. For example, if you are using the Helsinki release, you can switch between UI15 and UI16 by clicking the gear icon gear_settings.png in the banner frame, and then clicking the button at the top of the System Settings window.



There is currently a user interface version issue for customers using Safari 10.x and MacOS Sierra.


Version switch in Safari 10.x

When ServiceNow customers using MacOS Sierra and Safari 10.x log in to certain versions of a Fuji, Geneva, or Helsinki instance, they are automatically redirected to UI11. The user interface should not change, but remain on UI15 or UI16 based on the user's settings.


The UI version switch is occurring because Safari 10.x is currently a beta version and not the latest production release. Safari 10.x does not match the latest supported version of the browser (9.1.3), so we do not recognize the build. Because we cannot determine if the browser supports the latest product features, the old UI (UI11) is used, not UI15 or UI16. After Apple officially releases Safari Version 10.0, we will add it to the list of supported browsers and UI15 or UI16 (as specified by the user) will be displayed.


Safari 10 was released by Apple in September 2016. The Sierra MacOS was released by Apple in Fall 2016 (a public beta version was available in Summer 2016).


Options to resolve the issue

Currently, there are no workarounds for this issue. The only way to resolve the problem is to upgrade to a version in which the issue is fixed.


For complete information, including current lists of versions where the issue occurs and where it is fixed, see KB0597917: Safari 10.x in MacOS Sierra sends users to UI11 written by the fabulous tyler.jones. To keep up with the latest information, subscribe to KB0597917 and receive notifications when more information is available.

Additional information

On the Apple website:

General information about the different versions of the user interface and how to use them is available in the product documentation:

In July 2016, Microsoft issued the critical security bulletin MS16-084. This was an important security update for users of Internet Explorer 11. The update fixed vulnerabilities that allowed remote code execution if a user viewed a specially crafted webpage with Internet Explorer. Attackers that made it into systems where the current user was logged on as an administrator could gain control of the system and, for example, install programs, delete data, and create new accounts.




The MS16-084 update changed security settings so URLs that contain a javascript() function call are now blocked. This has some ramifications in ServiceNow.


Determining if the MS16-084 security update affects your instance

After installing the MS16-084 patch, if you access a Fuji, Geneva, or Helsinki instance using Internet Explorer 11 and try to apply a template to a record, the pop-up window for selecting templates is blank. The issue has not been reproducible consistently, but there are multiple reports of the blank template window. For example, customers have seen the issue when creating a new incident and selecting Template > Apply template from the context menu.


How to workaround the blank templates window

Try using one of the following workarounds if suitable for your organization:

  • Upgrade to a Geneva (or later) release and use UI16
  • Use a different browser such as Chrome or Firefox
  • Navigate to Internet Options > Security Settings > Custom Level and clear the option Enable XSS Filter
  • Back out the MS16-084 Critical Patch


Additional information

General information about forms and templates is available in the product documentation:

In ServiceNow, records can store both date and time values in different types of fields. The default date and time formats are defined using properties accessible by navigating to System Properties > System. The values are stored in the database and displayed in date or time format.

The calendar icon calendar_icon2.jpg displays the date or date-time picker on date or date-time fields:


The calendar icon appears next to fields on many forms in ServiceNow.


Clicking calendar icon on date-time time when modifying a form:

There is an issue on Internet Explorer 9 and 10 when modifying a form and clicking on the calendar icon next to a date-time field. A dialog box displays asking "Are you sure you want to leave this page?"


There are two options:

  • Leave this page
  • Stay on this page

Choosing either option does not affect the form.



This issue is seen in:

  • Fuji Patch 1
  • Fuji Patch 2 - Hot Fix 1
  • Fuji Patch 3
  • Fuji Patch 5
  • Eureka Patch 2


To resolve the issue, upgrade to Fuji Patch 6 or a ServiceNow version listed in the Fixed In field on the knowledge base article explaining the issue (KB0550055). You can also subscribe to the article for updates made to the workaround section or Fixed In and Seen In fields.


Additional information:

At ServiceNow we have users all over the world, in different time zones, where, strangely enough, they do things like put the day in front of the month. So we understand that there are times when the default date and time format is not going to work for you. The format in which dates and times appear depend on the Date/Time setting. In the UI15 banner frame, click the gear icon compact_date_time1.jpg to view and edit Date/Time settings.



If you select the Compact list date/time option, the following is not shown with the date in list views:

  • year (for date values within the current year)
  • seconds

The Compact list date/time option is not available if the Date/Time selection is Time Ago.


Compact list date/time option and time zone:

There is an issue where enabling the Compact list date/time option changes the time zone to Pacific Standard Time. The value is displayed correctly in compact format without the year and seconds, but the time is shown in Pacific Standard Time. If you change the setting back to normal (non-compact) view, the value is once again shown in the user's time zone.


This issue is seen in:

  • Dublin Patch 7 Hot Fix 2
  • Eureka Patch 3 Hot Fix 1
  • Fuji
  • Fuji Patch 1
  • Fuji Patch 2 - Hot fix 1 and 5


To resolve the issue, upgrade to a ServiceNow version listed in the Fixed In field on KB0549988: Compact Date/Time changes the timezone to PST and subscribe to the article for updates made to the workaround section or fixed in and seen in sections.



Additional information:

Composite fields are used in Demand Management and in Project Management applications and pull two types of information into a single field.

The idea for this blog post and the title were completely swiped from a Twitter post by community member, Robert Fedoruk (rfedoruk)!


A composite field combines information from two fields in a table to create one field. Composite fields are available in the following tables beginning with the Fuji release:

  • Project [pm_project]
  • Project task [pm_project_task]
  • Demand (dmn_demand]
  • Idea [idea]


Using composite fields in ServiceNow:

In the screenshot below, you can see the Dictionary Entry for the Idea column in the Idea [idea] table. The Type is a Composite Field and the Attributes field tells us that the first field is the Short Description and the second field is the Number.


Now, let's see the beautiful list view this creates. Here is the Ideas list with the Idea column showing both the Short Description and the Number fields. Click the number to open the Idea form. Note that the Demand column also contains a composite field with the demand Name and Number. (After an idea is accepted, it is promoted to a "demand.") Click a number in the Demand column to open the Demand form.


If you sort the column, sorting is based on the short description and not the number. For example, in the screenshot below I switched the sort order of the Idea column to ascending (a-z). Note that in the first two rows of the column, two ideas with empty short description fields show at the top, followed by two short descriptions beginning with a number (360), and then short descriptions beginning with the letter "A."


Composite fields are new in the Fuji release. Stay tuned for more information about composite fields in upcoming releases.


Additional tips and information:

Do you need a way to mentor others and offer feedback after an action is completed in a task-based process like incident, problem, or change management? If you do, take a look at the Coaching Loops application. This useful app enables mentors ("coaches") to help guide individual users or groups ("coachees") through their work and provide tips to improve performance.

The following terms are important in Coaching Loops:

  • Coaching discipline: process that can be coached
  • Coaching opportunity: specific points in the process that can be coached
  • Coaching assessment: coachee work review and feedback

For example, let's say the coaching discipline is incident management. Coaching opportunities in incident management could include updating an incident, changing incident priority, and closing an incident. The coaching discipline and the coaching opportunity must both exist on the same table - in this case they are both on the Incident table. When a user takes an action such as changing incident priority, an assessment record is automatically created for the user and assigned to the coach. The coach and coachee can then review the coachee task performance and enter work notes.



Creating a coaching discipline:

First, establish the process for which you want to coach users.

  1. Navigate to Coaching Loops > Coaching Disciplines.
  2. Click New.
  3. Fill in the following fields: Short description, Discipline, Coachee Group, and Coaching Group. In the following example, the discipline is incident management on the incident table. We have a Coachee group named Customer Support and a Coaching group named Incident Coaching.
  4. Click Submit



Creating a coaching opportunity:

Second, break the process down into specific steps where users can be coached to make better decisions.

  1. Navigate to Coaching Loops > Coaching Opportunities.
  2. Click New.
  3. Fill in the Short description and Table fields.
  4. Click Submit.

In the Snapshot field on the Coaching Opportunity record, you can add a script that defines the evaluation process applied to the table specified in the Table field. Shown below is the sample coaching opportunity (on the task table) included in the the base system.


Performing a coaching assessment:

Lastly, have the coach add an evaluation of the coachee performance in an assessment record and note improvements for the future.

  1. Navigate to Coaching Loops > Assessments.
  2. Click an assessment record.
  3. Type a review of the coachee's task performance into the Work notes field.
  4. Click Thank Coachee to save the record, close the record, and automatically send an email message to the coachee that lets them know the assessment was completed. The coachee can review all fields on the assessment record.
  5. [Optional] To continue the dialog with the coach, coachees can click Review Assessment and type text into the Work notes.


Additional tips and information:


ServiceNow plugins are optional, additional features you can add to your instance. For example, the Change Management Risk Assessment plugin provides a set of questions that can be answered to calculate the risk of making a change and the Data Certification plugin provides scheduled or on-demand certification of data at the field level.


There are three ways to obtain a plugin:

  • Active plugins are activated by default - you just need to determine if the plugin is available in the release of ServiceNow installed on your instance. For example, some plugins became available in the Eureka release.
  • Administrators can activate some plugins.
  • Request the plugin from ServiceNow by filling out a short form on HI.

Plugins are sometimes retired. Often, when a plugin is retired, it is replaced by a new and improved plugin. For example, the Timeline plugin was replaced by the Timeline Pages plugin.



Researching plugins to activate

A complete list of plugins with descriptions is available in the ServiceNow product documentation. The Activated by column tells you how to obtain the plugin. Look over the list - you may find a plugin you did not know about that could help you work more efficiently. Here are a few favorites:


  • Facilities Management Core: Coordinate facilities requests and tag the requests to a floor plan location.
  • Geolocation: Use Google Maps and user cell phone latitude/longitude information to tracks users, plan routes, and determine travel times.
  • Next Generation Business Service Management Map: Use an interactive and graphical interface to view configuration items and relationships between items.


If you find a plugin you want and the Activated by column states that the plugin is available By Request, note the exact name of the plugin and follow the instructions below to request the plugin from ServiceNow.




Having an administrator activate plugins

ServiceNow administrators can activate some plugins.


Note that certain plugins contain demo data that can show you features and common use cases. Consider loading the demo data if you first activate the plugin on a test instance. This enables you to play with the features and see what the plugin can do for you. If you don't want to load the demo data when you first activate, you can always do so later by repeating the activation steps below and selecting the Load demo data option.


  1. On your instance, navigate to System Definition > Plugins.
  2. Right-click the plugin name and select Activate/Upgrade.
  3. [Optional] Select the Load demo data option.
  4. Click Activate.


How to request a plugin from ServiceNow

Some plugins must be requested on HI. Generally a plugin is available only by request for one of the following reasons:

  • It is a new plugin and ServiceNow wants to work directly with customers interested in implementing the plugin
  • The plugin has operational considerations that makes the plugin appropriate only for certain deployments


  1. Open HI at
  2. Click Service Catalog.
  3. Click Request Plugin Activation.
  4. Specify the instance on which the plugin should be installed.
  5. Specify the name of the plugin.
  6. Specify the date and time you would like the plugin enabled.
  7. [Optional] Add a reason for the request or any comments you feel would be helpful.plugins3.jpg
  8. Click Submit.



Tips for requesting a plugin from ServiceNow

Your plugin request will go quickly and smoothly if you follow these tips:

  • Use the correct name on the request form. Consider finding the name on the List of Plugins page, copying the text, and pasting it into the Plugin Name field on the request form. Some plugins have very similar names and if you don't add the exact name, someone from ServiceNow will have to contact you for clarification. This can delay plugin activation.
  • Request one plugin at a time on the request form. Do not add multiple plugin names to the Plugin Name field.
  • Request a plugin for one instance per request. Add the instance on which the plugin should be activated to the Target Instance field. Do not list extra instance names in the Reason/Comments field.
  • You should specify a time at least 12 hours in the future. The time field uses a 24-hour clock, so 6:00pm should be entered as 18:00:00. To have the plugin activated as soon as possible, leave this field empty. Plugins are generally activated during business hours in the the Pacific Standard time zone, but can be scheduled for a different time with advance notice. For example, a plugin can be activated over a weekend, but the request must be received by 3:00pm Pacific Standard time on the Friday before. If you have an urgent need for a plugin to be activated outside Pacific Standard time business hours, contact Customer Support.


Activating ServiceNow plugins allow you to achieve specific functions that are not available upon setup of the product. Yvonntje showed us how Using the Restore Deleted Records plugin to retrieve lost data is important to do in order to be better safe than sorry. Depending on your company's needs and intended use of ServiceNow, you can install plugins to enhance your experience and capabilities.

"Users do not care about what is inside the box, as long as the box does what they need done."

-Jef Raskin


Managing users is a critical task for most administrators. The new Customer Self-Service Portal makes taking care of users a little easier. You can add new users, edit existing user information, unlock user accounts, activate users, and reset HI passwords. ServiceNow partners can see their own users and users in the companies they manage.


Adding new users in the CSS portal

When adding new users, be particularly careful with the Email field. The information you enter in this field is automatically used to create a unique User ID. Note that if a user ID needs to be edited later, only a HI administrator can make the change.

  1. Open HI at
  2. Click Manage Users.
  3. Click Create New HI User.
  4. Enter user First name, Last name, Email, Business Phone, and Country.
  5. Enter any other information you have for the user such as Title, City, or Time zone. The more information you add, the better (because you can search, filter, and create reports based on user fields).
  6. Click Submit.
  7. [Optional] Click Edit Roles to grant the user additional roles. All new users are granted the customer role automatically.

Editing existing user information in the CSS portal

  1. Open HI at
  2. Click Manage Users.
  3. Click a user Name.
  4. Edit the information as necessary.

Unlocking users that have been locked out from the CSS portal

If a user is unsuccessful at logging on to HI five consecutive times within 24 hours, their HI account is automatically locked. They will contact you, their trusty customer administrator, to help them out.

  1. Open HI at
  2. Click Manage Users.
  3. Click a user Name in a row where the State column shows Locked out.
  4. Click Unlock.

Activating and deactivating users from the CSS portal

There are two situations where customer administrators may activate or deactivate a user:

  • if a user leaves your company or organization, deactivate them
  • if a user has not logged in recently (90 days for a non-Federal user and 60 days for a Federal user), they are automatically deactivated - the user may contact you to activate them again
  1. Open HI at
  2. Click Manage Users.
    The Account column shows if a user is Active or Inactive.
  3. Click a user Name.
  4. Click Activate or Deactivate.
  5. Click Update.

Resetting HI passwords

You can send an email to a user at any time requiring them to reset their password.

  1. Open HI at
  2. Click Manage Users.
  3. Click a user Name.
  4. Click Reset Password.
    A link to reset the password is sent to the user you specified.

ServiceNow offers more information about managing users in our knowledge base:

Welcome to a great new experience on the ServiceNow support system known as HI. Introducing the Customer Self-Service Portal!

When you log on to HI at, you'll see a sleek new look that matches our Fuji release and you'll have the most important tools you need to manage your instances all on one screen. Here's a quick look:


(1) Receive important information


Important notifications are located at the top of the screen.

(2) Easily view instance availability and open issues

Your real availability statistics and list of open issues (incidents, problems, changes, and enhancement requests) are still easily available.

(3) Control all of your instances

Click Manage Instances to see key information about all of your instances listed in one page. Select different actions such as activating a plugin, cloning the instance, or requesting a version entitlement for the different individual instances.customer_portal2.jpg

(4) Managing upgrades

Manage your upgrades using the Instance Upgrade Management dashboard. This useful dashboard lists all of your instances, showing the current version, upgrade versions available, and any upgrades already scheduled.


(5) Review alerts

Click a red badge to obtain information about alerts such as locked out users or upgrades in progress.


(6) Take care of user accounts on HI

Keep user information current, assist locked out users, activate and deactivate users as necessary, and edit user roles all in one spot.



(7) View Service Catalog options


Service Catalog items and services are listed, including VPN requests, training registration, and a handy option for determining your customer administrator.


(8) Obtain support from ServiceNow


Use the Support option to view extensive documentation, enter the ServiceNow community to talk with other ServiceNow users, or file an incident.


(9) View the legacy HI portal


If necessary, use this option to view the legacy HI portal with the Application Navigator on the left side.


Note that ServiceNow Express users and ServiceWatch users will not see the Customer Self-Service Portal, but will continue to use the legacy HI portal.

ServiceNow offers more information about the new Customer Self-Service portal in our knowledge base:







"More than the act of testing, the act of designing tests is one of the best bug preventers known."

-Boris Beizer


Everyone wants to test their software thoroughly, but deadlines, lack of resources, competing projects, and so many other demands always seem to get in the way of doing the very best testing possible. One way to get a handle on testing is to get better organized. Are you using email and spreadsheets for managing tests? There is an alternative - the new Test Management application in the Fuji release. Test Management enables you to create tests, group tests into cases and suites, write test plans, lead testers through execution, manage the process, and review results.


Creating tests, test cases, and test suites

Test suites contain test cases. Create test suites to logically group test cases together.

  1. Navigate to Test Management > Test Repository > Test Suites.
  2. Click New.
  3. Add a Name.
  4. Add a Description of the suite.
  5. Click Submit.

Test cases contain a single or several individual tests.

  1. Navigate to Test Management > Test Repository > Test Cases.
  2. Click New.
  3. Specify a Test Suite for the test case.
  4. Add a Short Description.
  5. If required, add Prerequisites.
  6. Click Submit.


Individual tests contain steps with an expected outcome. Tests are created on a specific test case.

  1. Navigate to Test Management > Test Repository > Test Cases.
  2. In the Short Description column, click a test case.
  3. On the Tests related list, click New.
  4. In Test, type the steps necessary for determining if a feature is working correctly.
  5. In Expected Result, add the information to determine if the test passes or fails.

  6. Click Submit.


Writing test plans

After you have test suites, test cases, and test plans, pull them together into a test plan. Users with the test manager (tm_test_manager) role can write test plans, assign test cases to the appropriate testers, and track progress.

  1. Navigate to Test Management > Test Execution > Test Plans
  2. Click New.
  3. Add a Short Description.
  4. Click Save.
  5. Do one of the following:
    • If you already have a test suite containing the appropriate test cases, go to Related Links, click Add Test Cases from Test Suite, select a suite, and click OK.
    • On the Test Cases tab, click New (you can follow the steps in the section above).
  6. Click Save.


Tips and Tricks when Using Test Management


  • To get a better sense of the overall testing approach, see Process Flow. You have a great deal of flexibility in what options you choose to use and the order in which steps take place. Create a process that works for you and your organization.
  • Test Management is part of the Project Portfolio Suite and can be used with other applications in the suite. For example, the project manager can create a test phase in the project workbench.
  • There are two roles associated with the Test Management application: test manager and tester. Give the test manager role to users to need control of process. Give the tester role to users that just need to perform tests and record results.
  • You must set the status of a test cases manually. The status of individual tests in a test case does not change or update test case status automatically.
  • If you use Visual Task Boards, you be pleased to know that a visual task board is automatically created for each test plan. Any tester assigned to a test case included in the test plan is added to the visual task board.

ServiceNow offers more information about Test Management in the product documentation:

Are you already using UI actions? Many ServiceNow customers use them in a variety of creative ways. If you are using UI actions in your instance, consider refining them and controlling when they appear and for whom. For example, you can show the Delete button on the Problem form only to users with the admin role instead of all users.


For those who are not using them yet, a brief definition. UI actions are elements such as buttons, links, or a context menu that you can add to a form or list. When a user clicks the element, some script is executed. UI actions help customize the user interface and make it more specific for individual users. Users with the admin or ui_action_admin role can create UI actions.





How to limit access with conditions:

Many users limit a UI action by defining a condition. If the condition is true, the action is visible. (Note that leaving the field empty defaults the condition to true.)

Here is an example for the Delete button on a Problem record:


In this UI action, the Delete button only appears on the Problem record if the problem is in Closed/Resolved state.



How to limit access with roles:

Combine conditions and roles to limit access to UI actions by user role. The syntax is: gs.hasRole('role_name').Here is an example again for the Delete button on the Problem record, but this time we are controlling access by role:


In this UI action, the Delete button only appears on the Problem record if the user has the admin or problem_admin role.


How to limit access with views:

Another nifty way to control who sees a UI action is by including or excluding views using the UI Action Visibility related list. Note that if you do not include or exclude views, the action appears on all views. In this example, we are specifying that the Close Incident UI Action is only included (visible) in Advanced view:



There are some great discussions the community about UI action visibility:


ServiceNow offers more information about UI actions in the product documentation:

"Speaking for myself, I spend a good ten minutes a day deciding whether or not to read the results of new surveys, and, once I have read them, a further five minutes deciding whether or not to take them seriously."

- Craig Brown


No matter how you feel about surveys, the Fuji release of ServiceNow provides some great new survey functionality to work with when trying to obtain feedback or information. The Survey Designer enables users with the survey_admin role to create, configure, manage, and distribute high-quality surveys from a single centralized location. Following are very basic instructions for creating, configuring, and publishing a survey in Fuji.

How to create a Survey:


  1. Navigate to Survey > Survey Designer.
    The Survey Designer opens in a new tab or window.
  2. Type a Name for the new survey.
  3. Create a question by dragging a question type from the Controls palette on the left to the survey on the right.
  4. In the question header, click the gear icon to configure the question.
  5. Repeat steps 3 and 4 to create additional questions.
  6. To see what the survey looks like, hover over the menu icon and select Preview.
  7. Make any necessary changes.
  8. Click Save.

How to configure and publish a Survey:


  1. Navigate to Survey > Survey Designer.
  2. Hover over the menu icon and select Load Survey.
  3. Click the lookup icon and select a survey.
  4. Click OK.
  5. Click Configuration.
  6. Make changes that apply to the whole survey. For example:
    • Allow users to take the survey without revealing their names by selecting the Anonymize responses option
    • Write some opening text or instructions in Introduction
    • Add some closing information or a thank you message displayed for users after they take the survey in End note
    • Set a limit on how long the survey can be taken in Duration
  7. Click Save.
  8. Hover over the menu icon and select Save and Publish.

How to view Sample Surveys:


If you'd like to jump in and start playing around with surveys, there are several sample surveys to view, edit, and test.


  1. Navigate to Survey > View Surveys.
  2. Click a survey Name.
    Tip: The Service Desk Satisfaction Survey contains a good set of survey responses to view.

The Survey Designer contains many more useful and powerful features including:

  • categories for organizing groups of questions on a survey and reporting scores separately
  • dependencies for creating special conditions that must be met for specific questions to appear on the survey
  • option for setting mandatory questions
  • randomizer for displaying answers in a different order
  • templates for creating questions consistently and quickly
  • retakes for resubmission of survey answers
  • different view options for survey results, including color-coded scorecards - here is a sample scorecard

For more information about the Survey Designer and detailed instructions for creating and managing surveys, see Survey Designer in the product documentation.

"The reality, I believe, is that all change starts small. The big picture is just too unwieldy, too incomprehensible and seemingly immovable. But give us something individual, quantifiable and personalize-able and, suddenly, our perspective shifts to the one." 

- Mick Ebeling


With the Fuji release, you can now personalize forms just for yourself. Yes, you can personalize the fields that appear on a form view and no one else is affected by your changes.

Personalizing a form is different than configuring a form. When you personalize the form, you choose fields from the Personalize Form list to change how the form appears to you. Users with the itil role can personalize forms. Configuring a form changes the way the form looks for all users. Administrators and users with the personalize_form role can configure forms.

How to personalize a form:


  1. Open a record. For example, an incident, problem, or change record.
  2. Click the gear icon personalize_form1.jpg.
  3. Do one of the following:
    • Clear the check box next to a field in the Personalize Form list (the list shows only the fields that the form is configured to display)
    • Click the hide icon personalize_form2.jpg next to a field

      For example, to hide the Subcategory field, click the hide icon next to the Subcategory field or clear the Subcategory check box in the Personalize Form list.

      Note that any check boxes in the Personalize Form list that are grey and selected cannot be hidden. These fields are either required or are hidden by a UI policy or client script. For example, in the list below the Close code and Close notes fields cannot be hidden.
  4. To save your changes, click anywhere outside the Personalize Form list.


Here are a few tips when personalizing forms:

  • After personalizing a form, your form changes are retained for the future.
  • The first time you personalize a form, all available fields appear in the Personalize Form list. If you hide any fields using the Personalize Form list, those fields will no longer appear in the list. Reset the form to see all fields in the list again.
  • You can reset the form to the default settings at any time by clicking the gear icon and then clicking Reset.


ServiceNow offers additional resources for personalizing your forms in Fuji:

View Management

Administering Form Personalization

Dot-walking and personalizing forms

"Everyone has a "risk muscle." You keep it in shape by trying new things. If you don't, it atrophies. Make a point of using it at least once a day."

-Roger von Oech


In a blog post a couple of months ago, I talked about ServiceNow system properties, specifically how to use them and how to create them. Our new Fuji product release contains 17 new and useful system properties that you should know about. Here's a bit about each.


System PropertyDescription


Controls if header names in imported files can exceed 30 characters.

glide.discovery.software_sccm_managedDesignates if Discovery populates the CMDB with Windows software for computer CIs that are already managed by SCCM. how the system stores calendar data. whether to convert inbound email HTML so email images appear in the activity formater and email HTML body preview. the maximum body size in bytes allowed per outbound email.
glide.import_set_insert_serialized_when_no_coalesceControls the processing of web service import sets that have no coalesce fields defined. the maximum number of results that can appear on a single page when searching a knowledge base. the maximum number of pinned articles that can appear on a single page when searching a knowledge base. which REST APIs are available on the instance, along with which REST APIs are available on the instance, along with all stages of outbound REST processing, including processing times. maximum amount of time to wait for a response when sending an outbound REST message. legend labels for left or right legend alignment for all chart sizes except large charts. Prevents shrinking of charts in case of long labels.
glide.chart.label.legend.truncate_to.largeTruncates legend labels for left or right legend alignment for all chart sizes except large charts. Prevents shrinking of charts in case of long labels.
glide.ui.list.detail_rowEnables or disables detail rows in lists.
glide.ui.personalize_form <--Enables or disables the form personalization feature.
glide.ui.personalize_form.role <--Determines which roles users must have to personalize forms.


In addition to new properties, 12 existing properties have been modified in the Fuji release:


System PropertyDescription and Fuji Changes the maximum body size in bytes allowed per inbound email. Starting with the Fuji release, the new default value is 1048576. chart color scheme. For new ServiceNow instances starting with the Fuji release, the default value is Default UI14. the list of prefixed in the subject line that identify an email reply. Starting with the Fuji release, the new default value is: re:,aw:,r:,Accepted:,Tentative:,Declined:
glide.imprt_set_insert_serialized. <table name>Controls the processing of web service import sets. Starting with the Fuji release, this property replaces the glide.soap.import_set_insert_serialized. <table name> property.
glide.ldap.binary_attributesList of LDAP attributes that should be converted from binary format to encoded64 strings. Starting with the Fuji release, you can set this property for a MID Server to import BLOB data through a MID Server.
glide.pop3.reply_separatorsSpecifies the comma-separated list of separators that cause the instance to disregard everything below the text string in the message body. Starting with the Fuji release, unicode encoding is supported. or disables the new charting engine when the plugin is activated. Starting with the Fuji release, Report Charting v2 is automatically used on upgrading your ServiceNow instance. Therefore, the system property is deprecated. the number for the top reports that take the most time to be generated. Starting with the Fuji release, these are displayed on Heavy tab of the report_admin's homepage. the number for the top most used reports. Starting with the Fuji release, these are displayed on Most used tab of the report_admin's homepage. the number for unused reports. Starting with the Fuji release, these are displayed on the Unused tab of the report_admin's homepage.
glide.soap.import_set_insert_serialized. <table name>Controls the processing of web service inserts, including REST imports. Starting with the Fuji release, this property was replaced with import_set_insert_serialized.<table name>.
glide.soap.request_processing_timeoutSpecify the maximum number of seconds an inbound SOAP request has to finish processing before the connection times out. Starting with the Fuji release, the default is 60.


For more details about these new and changed system properties, see Available System Properties in the product documentation.

There are also some new and changed service catalog properties in the Fuji release. If you are interested in learning more about them, see Service Catalog Properties in the product documentation.

Dot-walking got its descriptive name because, when dot-walking, you reference a field by building a chain of field names separated by dots. For example, incident.change_request.state references the state of the change request associated with an incident. Dot-walking is commonly used when personalizing forms, so I'll discuss the two together in this post.


Dot-walking is one of my favorite ServiceNow terms




If you are using ServiceNow, chances are you have right-clicked a form header and selected Personalize > Form Layout (beginning with the Fuji release, you'll select Configure > Form Layout). This magical feature enables administrators and users with the personalize_form role to customize a form. The base system Incident form not working for you? Configure it. Use the slushbucket to move fields on and off the form and arrange them. For example, select the Business Duration field in the Available list and click the Add button to move the field to the Selected list.




In the slushbucket, notice that some of the entires in the Available list are displayed in green and have a plus sign next to them. These entries represent related tables. Click the plus sign to dot-walk and access all the fields on the related table. For example, click Change Request [+] and then click the green plus sign above Add.




The Available list now shows the Change Request fields:




Select any field in the Available list and click Add to add the field to the Incident form. This enables you to, for example, more closely track change requests created from incidents. Note that the next time you open the slushbucket, the Change Request fields are not expanded and shown in the Available list - to view them again you need to click the plus sign again. To list the fields on the Incident form again, click Incident fields at the top of the Available list.


Tips for dot-walking


The dot-walking possibilities are endless when you are personalizing forms. Here are some tips.

  • Users frequently ask about the gear feature as compared to the Personalize List feature. They are different. When a user clicks the gear icon, the slushbucket only lists fields on the current table. With the Personalize List feature, the slushbucket lists related tables and allows you to dot-walk to them. Also, if you make changes using the gear, the changes are visible only to you, but if you personalize a form, the changes are seen by all users with access to the form and view.
  • In order to dot-walk, you must have read access to the target table and field. It is a good idea for administrators to impersonate an intended user and check that the user can access the target fields.
  • In the community, Jessica Luerkens asked if it was possible to dot-walk to related fields when creating a personal list.Mark Stanger came through with the correct answer - unfortunately, it is not possible at this time.
  • If you use UI policies, it is critical that any condition fields are visible on the form. Personalize the form, dot-walking if necessary, to add the fields. maja jovanovic wrote a great blog post about this issue just last month. 
  • In addition to forms, you can dot-walk in field drop-downs, list collectors, variables, a tree picker, and in script. For more information see Dot-Walking in the product documentation.

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