ServiceNow Queue Managing Tips and Tricks

hello everyone my name is Michael Lombardo with GLAAD fast consulting in this video I'll be giving you tips and tricks on queue management as well as sorting through lists of Records and reporting on those records as well primarily for incident management so if you look in the left-hand navigator here you'll see there's several what's called applications that I have available to me as an idle user and if I click on incident you can see I can expand that out I also have the ability to type in in the filter navigator here if I type in incident you'll see everything relevant to incident management will come up so I'm going to go ahead and click on all incidents and if you look where by default it's sorted by the number field and you'll see a little arrow pointing down so now if I did want to sort it the opposite way I can just click on that and you'll see now we start with one two three four five we're going sequential that way I forgot if I click on it again you'll see the newest incident is at the top you also have the ability to easily sort through this list in slice and dice this data very easily in other systems you may have to run reports to get certain query data so really there's there's several different options you have one way you can do it is if you right click on a value so if you see I'm looking at the state value here and if I right click on on a state of knew I can say I want to show matching I want to see everything where the state is new so we're now looking at a list of all incidents with the state equals new and if I hit this filter icon if you hover it gives a little help test it says show/hide filter if I click that you can see now I'm kind of more human-readable terms it says state is new on let's say I wanted to actually have the ability to add a further query here and the category you'd see as I'm starting to type it filters right down is software and then I hit run and now I have our query at the top here says all incidents where the state is new and the category software and now I just have one record actually showing so if I wanted to reset this query if you want to call it that or this filter of records that I'm looking at I can just go ahead and click all and now we're looking at all incidents again so to do the opposite of that let's say I wanted to see everything that was not in a state of new so I can just right click here and go filter out and now you'll see you have all incidents where the state is not new if I hit this filter icon you can see in the quote/unquote human readable terms the state is not new if I did want to change any one of these I could say the state is one of several states so and again we can go ahead and just run that so you can see that and again you know you can really play around with this data or play around these different functions and to really get to get what you're looking for you also have the ability when you click on this filter icon to sort the records any way you'd like as well so if we wanted to sort say just by category A to Z you can see it does kind of that that's sorting for you and again you still have the ability to just click on the top top-level field so I'm going to go ahead and reset this list back to all incident records we also have the ability to search at the top here where it says search we call it go to search and let's say I want to search for a certain category I can type in category contains or category I can say category is software click enter it's now been returned a search of software now this is sometimes confusing to end-users if you look at this symbol it's not just category equals software it's actually category is equal to equal to a greater than software which is confusing for end-users typically what I always do is just say throw in an asterisk in front of whatever you're searching for so if you type good software it actually returns to this category contain software so the asterisk is really it's a symbol for contains so if I'm in the short description I want to search for something contains Visio right I threw in the star the asterisk in front of it and that actually gave me short scripture contains Visio if I were to just type in Visio and hit enter here you're not gonna get a results because we're looking for something that starts with Visio so the search in ServiceNow for a majority of fields is uh starts with search you can also preview records by hovering your mouse over the eye you can also actually edit the record from this list view if you hold shift first and then hover over the eye you'll see these this incident actually popped up right over this window and you can edit any any data on this record and actually click update and you've now updated that record actually another important feature of ServiceNow list viewing is personalizing the columns you want available to you so a couple other nice features of ServiceNow you should know about is we can actually minimize this this left-hand navigator so if I hit this arrow now it gives me a little bit more bandwidth to real estate on the screen to you know go through my records and things like that so if I look at if you look at this gear icon in the upper left hand corner personalized list let's say I want to add and remove some some columns or some fields that are on that are on my list view from the incident table so if I wanted to say you know what I don't really care about I don't want to see when it was updated or who was updated by but I do care about the impact I want to see the impact of my ListView I also want to see the urgency right next to my priority field so you'll see I can drag it over here and then I can go ahead and click OK and you'll see we've removed a field and we've added the impact their agency obviously you can change the order of what's here as well so if I want to put the collar up a little bit to right underneath number you'll see quickly does that so you know if you notice this um this gear now has a little dot next to it that indicates that I've updated the personalized list right I've personalized this list and you'll actually notice the hover text actually changed before it's a it said personalized list now it says updated update personalized list let's say you want to set that back to the original value or the original out-of-the-box list defaults you can say hey I want to reset back to the column defaults click this icon here and now you'll see that icons removed impact urgencies not here and updated an updated buyer back and now the Texas been changed back to a personalized list let's say I wanted to save you know I'm in the Service Desk and I wanted to save a list of records for later and let's say I'm in the Service Desk and I want to see all critical incidents that are assigned to my group and you know that are in a state of not that are not closed so basically everything that's not closed priority one and assigned to the Service Desk let's say I'm always looking at these records I'm an incident manager I'm always looking at high-priority records that are assigned to this group and I want to make sure they're getting taken care so if I want to instead of having to come to the this forum and always build this query I have a couple different ways to save that information so one way is I could actually take this so I'm gonna go to the end of this query because I want all this query here I'm gonna grab it and just drag it over here and save it into a bookmark now I have that ability when this is expanded as well it's just in this star the favorites column section of the navigator but you know if it's here kind of looks it's a nice quick button and it gives you some help text as to what that is so if I go back to all incidents or it's go back to our home page and you want so we want to get back to that query here you are so next time you log into ServiceNow two weeks from now it's always gonna be there it's personalized for you no one else is gonna see that you're not gonna take up any space from somebody else's ServiceNow session so it's just just available to you you can also edit the text in kind of the icon and the color of that icon so if you hit this pencil icon at the bottom and let's say this is high-priority kind again put it back to that human readable text high-priority incidents assigned to Service Desk my favorite color is green and let's give it a powerup symbol icon and hit done now you can see if when you minimize it it's there you can also save your list filter just by going to clicking the filter icon and hit save and I could say p1 incidents visible to me save it and then again if I just click a list of all incidents I'm looking at all incidents now and if I go to my filters we go to that p1 incidents filter created and now it's right back so you have a couple different ways of saving queries you can also run reports very simply off a list view so if I right click on priority and I say I want to see a bar chart of all the incidents you'll see I had no condition there so just gonna bring up all the incidents here and we have 25 priority 1 incidents 14 planning and 7 in and moderate and what's really nice about the reporting module is if I actually click into one of these you can see I can go right into these records right so it says these are all priority 3 incidents right so that's very nice you can also once you're in the reporting module obviously you can add additional conditions here if I want to say this is I want to add in category is software go up to this right-hand corner hit run now we're looking at those records right there you can also change the size of these reports pretty simply so if I wanted a bar chart I hit this gear next to the type and I can go down and say chart size small close it and then just run it now I've got a lot of smaller in other videos we spoke about adding these to home pages but just might as well bring it up while we're here so if I like this report I want to see it all the time I can just hit this drop-down next to save actually why don't save it first it gave me a title but I'll rename that title will say is software category say it's software category incidence by and let's save that and let's go ahead and add that to our dashboard and this is gonna be on my home page so I click the add dear and you'll see them looking right at that report it kind of looks a little weird there so I move it over here now it's a little bit more user friendly so you have the ability to run reports right from the ListView you also have the pie chart I'll show you that real quick there's gonna be a little crazy cuz you did it by caller but again pretty cool that you can just run it right from the ListView one other important feature service now is exporting ability so customers always ask can-can do we have the ability to export from ServiceNow and they think it's this long crazy hard thing to do but if we just right-click I'm gonna bring this list down a little bit I'm gonna show we got 20 records here so let's say you want to export this to excel so if I just right-click go down to export we have different options CSV typically not used by an end-user Idol user but I want to export click click 'ok so it starts a download process I click download it's that simple and whatever you have in your ListView obviously is gonna be here if I have more fields I'd have more information obviously the filters applied so I only had 20 records that are active and in progress really nice really clean PDF is actually there's some really nice options for PDF as well might as well show you that you have a portrait landscape and then you have detailed portrait detailed landscape and I'll show you what that looks like that just kind of gives you each record it gives you the list view kind of in a in a PDF view and then gives you details of each record in in each incident so let's see how this looks here at 20 records so here's our here's our lists right here's a list in PDF view so if I just chose that regular ngon detailed view option I would just get this pretty much but now we have that as well as each incident record so if you have some TPS report you have to get filed or something along those lines you can you know print out all you know explore all these records alright I think that's it my name is Michael Lombardo from Glide fast consulting thank you for watching this video and if you have any questions you can email me at Mike at GLAAD fast comm thank you

Channel: Michael Lombardo

Views: 3,696

Rating: 5 out of 5

Keywords: iMovie

Id: 4n-IG3l_Hq4

Length: 15min 53sec (953 seconds)

Published: Sun Mar 19 2017