Monthly Digest & Highlights


In February, ServiceNow Community hosted 4 Ask the Expert sessions and 2 Webinar discussions. Here are the summaries with Q&A highlights of each session. These sessions are available on-demand to watch at your convenience. And, if you still have questions regarding the topic, you can still post them in the discussion thread to get answers directly from the experts!



1.    Live Chat  Getting More Out of Orchestration

2.    Live Chat  Fuji Features - New Discovery Features of Upcoming Fuji Release

3.    Live Chat  -  Seeking Approval - How and When to Use the Workflow Approval Activities

4.    Live Chat  -  Wizards

5.    Webinar  Are you using Knowledge Management to the Fullest?

6.    Webinar  -  Service Aware Operations Management




I. Live Chat | Getting More Out of Orchestration

Expert: Ben Yukich


         Screen Shot 2015-03-05 at 11.48.56 AM.JPG


Summary:  Have you ever wondered what makes ServiceNow Orchestration tick? Join Ben Yukich for an in-depth look at Orchestration in Servicenow.  Ben will touch upon some use cases that may be familiar such as self-service password reset, and explore some more advanced cases like creating completely new activities.

Q & A Highlights

Jeffrey Snow asks: 

If I have 10 workflows that use a custom activity, and then I update that activity, do I need to go back and update all those workflows manually?

Ben Yukich answers:

Hey Jeffrey! No you do not need to, you actually have control over this (apologies for not calling it out earlier). You can right click the activity and choose to "pin" the version or not.  Full details are available on the wiki:  Using Workflow Activities - ServiceNow Wiki.


Join the Discussion | Post Questions | Read the Q & A

< Top >


II.  Live Chat | Fuji Features - New Discovery Features of Upcoming Fuji Release



Experts: Shankar Meenkeri & Will Swift

     shankar.jpeg    Screen Shot 2015-03-05 at 12.59.33 PM.JPG


Summary: During this live session, Shankar Meenkeri and Will Swift provided an overview of the new features of the Fuji release.  These features included Discovery Dashboard, SNMPv3, and Amazon Web Services Discovery.  Topics covered included:

    • Discovery Dashboard
    • MID Server Dashboard
    • SNMPv3
    • Amazon Web Services Discovery

Join the Discussion | Post Questions | Read the Q &A

< Top >

III. Live Chat | Seeking Approval - How and When to Use the Workflow Approval Activities


Expert: Russ Sarbora

Screen Shot 2015-03-09 at 10.35.00 AM.JPG

Summary: This session will be a first in a series on using approvals in Workflows. Russ covered how these activities work, what some of the advanced configuration options do, and the recommended way to use them in your workflows.  Topics covered included: 

    • User Approval
    • Group Approval
    • Manual Approval Activities


Q&A Highlights:

Darren Mitchell asks:

You mentioned that Approvals are a separate platform capability that are often mistaken to be a component of workflow.  Approvals make most sense as part of an overall process.  When and how might you use approvals outside of a workflow?

Russ Sarbora answers:

The diplomatic answer is that if you have a pretty basic, linear, approval logic, you can use Approval Rules to generate approvals for Task-based records. This lets you specify conditions on your task record that, when met, will generate approval records. If you aren't familiar with designing workflows, and a simple approval decision is the only state flow you need, that's an option for you. For example, a manager approving a Catalog request that will be fulfilled with a Delivery Plan.

But since I work on the workflow engine, my answer is that it doesn't make sense to use approvals outside of workflow. Even for a simple case, I think you get better visibility into your process with a workflow, and you also get access to all the other things that you can do with a workflow.


Join the Discussion  | Post Questions | Read Q&A

< Top >

IV. Live Chat | Wizards


Expert: Pradeep Sharma


Screen Shot 2015-03-09 at 11.10.02 AM.JPG

Summary:  In this session, Pradeep Sharma covered some of the basics of how Wizard works in ServiceNow and how you can leverage platform capabilities to support your processes.  Some of the topics covered include:

    • How to Publish the Wizard
    • Wizard Panes & Transitions
    • Wizard Demo


Q&A Highlights:

loudigi asks:

I would like to see wizard forms in 2 columns.  Is that possible? What if I wanted to collect files from a public user submitting a wizard form? How can I enable attachment on wizard form

Pradeep Sharma answers:

          OOB there is no attachment icon on Wizards. Here are the steps you have to follow.

      • Create a custom table( For example I have created a table "u_wizard_record") to store the attachments and then push it in to the target table.
      • Create a variable (wiz_sys) of type single line text and add it to the first panel.
      • Hide the variable(wiz_sys) on the form through the wizard UI Policy.
      • Now create a wizard client script on the first panel.
      • We have to push the attachment from the temp table to the main table. Hence in the wizard generator you have to write the below script.

          Wizard Client script on panel :

function createNewRecord() {
  if (g_form.getValue('wiz_sys') == ''){
  var wizAttachSysId = g_form.getValue('wiz_sys');
  var ga = new GlideAjax('HelloWorld');
  ga.addParam('sysparm_name', 'helloWorld');
  ga.addParam('sysparm_user_name', wizAttachSysId);
  var answer = ga.getAnswer();

function populateAttachment(){
  var attachmentA = document.createElement("a"); = "header_add_attachment"
  var attachmentImg = document.createElement("img"); = "attachmentIcon";
  attachmentImg.src = "images/icons/attachment.gifx";
  saveAttachment('u_test44', g_form.getValue('wiz_sys'));

function onLoad() {



Create a script include

Name :HelloWorld

Client callable : checked

Script :

var HelloWorld = Class.create();
HelloWorld.prototype = Object.extendsObject(AbstractAjaxProcessor, {
   helloWorld: function() {
     var ae =  this.getParameter('sysparm_user_name');
   var gr = new GlideRecord('u_wizard_record');//Created a custom table to store attachments
      var sysid = gr.insert();
        return sysid;

   _privateFunction: function() { // this function is not client callable  




Record Generator Script :In this example I am inserting the record in to Incident table

Select table as Global

var gr = createRecord();
var uri = ('' + gr);
wizard.redirect = uri;
function createRecord()
  var gr1 = new GlideRecord('incident');
  var rec = gr1.insert();
GlideSysAttachment.copy('u_wizard_record', wizard.wiz_sys, 'incident', rec); //Copy the attachment from temp table to target table
return rec;


          Please let me know if you have any questions.




Join the Discussion  | Post Questions | Read Q&A

V. Webinar |  Are you using Knowledge Management to the Fullest?


Experts: Mike Malcangio & Kevin Mitts


Screen Shot 2015-03-09 at 11.31.17 AM.JPG   Screen Shot 2015-03-09 at 11.32.18 AM.JPG

Summary:  Knowledge management ensures important information flows freely to IT department and internal customers throughout the entire organization. Utilizing Knowledge Management properly helps identify common problems and issues to prevent future redundant incidents. The ServiceNow Knowledge Base application provides role-based tools to create, store and publish this important information, while providing tools for all users to find and view details on common inquries.

During this webinar, ServiceNow experts Mike Malcangio and Kevin Mitts discussed the benefits of ServiceNow Knowledge Management, including how to leverage it for ROI. You will learn about how ServiceNow uses Knowledge Management internally to promote self-service and reports on usage. The conversation will also include a road map for the future of Knowledge Management. Topics covered included:

    • How ServiceNow customers have customized their Knowledge Management applications
    • Best practices for how to use and configure Knowledge Management reporting
    • Processes for creating Knowledge Management workflows


Register to watch on-demand



VI. Webinar |  Service Aware Operations Management


Experts: Ben Yukich & Kevin Murray


   Screen Shot 2015-03-09 at 12.39.44 PM.JPG  Screen Shot 2015-03-09 at 12.41.07 PM.JPG

Summary:  Can you afford to have your critical business services go down? Are you able to determine the root cause of business service outages, or the impact of change to systems supporting them? Join us for our upcoming webinar to learn how service discovery and mapping can help ensure the performance and availability of business services. You’ll also learn how mapping can improve the speed of service delivery to the business. Topics covered included:

    • See how to gain visibility into your Operations Management
    • Learn how to improve agility in your Service Delivery
    • Hear about how improving your Operations Management can lead to decreased administrative costs


Register to watch on-demand