ServiceNow Tips and Tricks Webinar

and welcome to our first ServiceNow Tips & Tricks webinar my name is Anita Collins and I'm part of the ServiceNow engagement team thanks for joining us today so we're hoping to have one of these tips and tricks' webinars every week or two today's webinar is going to focus on dashboards and how to filter lists and it's just kind of a getting started webinar we're going to be reaching out to you guys after this webinar to get your feedback on other topics that you'd like to see us covered we have a list as well and we'll get you there rank those for us so be on the lookout for that survey after this webinar we also so we're going to spend maybe about 20-30 minutes talking about ServiceNow tips and tricks and we've also left some time for questions so you can ask us questions about what we've covered today but we also have some folks in the room and I'll introduce them in just a second who can answer general questions so we're just you know it's a little more than a week pasco lives I'm sure you have lots of questions and I hope you'll use every minute of the time available to to take advantage of the two subject matter experts in the room okay all right so as I mentioned I'm Anita Collins I'm part of the ServiceNow Engagement Team the primary presenter today is going to be Rebecca Jones and Rebecca Jones was one of the trainers at go-live she did training for the enterprise applications team and she's her day job normally as part of the being part of the connect Carolina change management team so also in the room we have Riyaz Ahmed and Allison Campbell and they're also part of the ServiceNow engagement team and they're here to answer the tough questions and then we're also happy to have Jackie treshold here today she's also part of the connect Carolina change management team and she's facilitating for us so she'll be reading off the questions that you guys type in into chat and also resolving any technical issues Thank You Jackie before we get started we do want to say give a shout out to Brian and rege for all the training that he did before go live and all of the other campus trainers who helped everybody get ready so they they shut up thank you to all the work that you guys to get everybody ready and we'll be reaching out to you for advice and tips and possibly will get you to lead one of these webinars at some point so again before we get into the details I do want to mention again that the team's say the ServiceNow public team site is still up and running and has lots of good information out there and is available for you to post questions and and just generally share information with each other about how you're using ServiceNow so to join the team if you're not a member already you go to Microsoft teams you click the teams icon on the left and then you click join or create team which is up in the upper right and then in the search teams field type ServiceNow and press return and then you can hover over it and click join team so it's ServiceNow teams and it'll be one of the ways that we get information out to you so we'll post these slides as well and you'll get those instructions so you don't have to write those down medli right now but just wanted to say that this is still an important resource for you as you're getting deeper knowledge about ServiceNow another place is the ServiceNow sites that UNC that edu web site so same project web site we're gonna be in the next few weeks kind of reworking it just a little bit to make it focused on after go-live instead of the run up to go live but it'll still be the the same great resource for lots of information about service now and we'll be pulling together all the training links that are available on teams in different places and make it a little easier to find all the resources that are available but still a great resource and will continue to be alright so just a little housekeeping about the webinar itself so again as I mentioned it's about 30 minutes so please as you think of questions go ahead and type them into the chat and if they're about the content that's being presented we'll read them off right then but if you're if you just have a question in general about ServiceNow feel free to type it in or you can wait till the end and we'll answer those general questions towards the end this webinar is being recorded and we'll make it available on the the ship these ServiceNow website and again I already mentioned the chat box and I already mentioned the recording okay all right so what Rebecca is going to cover today she's going to talk about the operational dashboard which some of you hopefully have already found also the manager dashboard so that not how to make your own dashboard today but how to find those two very useful dashboards she's also going to talk about when you see a list how to add columns to the list that you see how to reorder them how to build some filters and how to export them and then like I mentioned we have a Q&A session at the end and we will send the survey out so I want to do a plug for that survey also I think I forgot to mention another important resource and that is the office hours so thanks Rebecca on the I want to mention that on Tuesdays I think they're at 3 o'clock is that right look at that Allison's going to confirm for me but this is a it's an hour where you have it is at 3 okay 3 o'clock on Tuesdays you can find the information on the this website on their ServiceNow website please join us so it's your chance to ask your correct correct questions directly to the Engagement Team and many of the questions get answered right then and then if not we will research them and get the answers for you so please join us at the office hours on Tuesdays at 3 o'clock it's like your direct line to get your questions answered about ServiceNow ok I think we're ready to get started so as I mentioned it go ahead and type your questions in and now I'll turn it over to Rebecca so thanks Rebecca thanks Anita hi everyone good morning happy Friday I'm going to jump right into demoing the to do exports that Anita mentioned which is the operational dashboard and the manager dashboard before I do that I wanted to talk switching your settings from home pages to dashboards some of you might have already done this but for those of you that have not maybe right now when you're looking for dashboards you go over to your filter navigator and type in dashboards and click on dashboards and I'm gonna click on all so you can see all the dashboards that are available to you I know I have a lot on my screen that looked like fruit please ignore that I was just testing the system but um just for just for now I'm going to click on the manager dashboard and we'll we'll come back to it so I'm looking at my manager dashboard and say I go into an incident ticket and it's going really slow it's not letting me in there we go when I go back to my ServiceNow home page after I've done all my work on my ticket I'll click the old well to go back to my home page notice I'm not back on a dashboard now I'm back on a home page and the difference between home pages and dashboards are I heard home pages are kind of the old ServiceNow dashboards are the new service now so dash boards aren't brand new to ServiceNow but it's a newer feature and that's what we're recommending that you use instead of home pages so to actually switch it so whenever ever you go back to your main screen you land on a dashboard go over to the gear icon in the upper right and when you hover over it'll say settings and now we're in general settings and in the middle of the window here we have home and it says home pages and dashboards so if you select dashboards and you can just click off this screen here there's no Save button or anything you just click off I'm still on that home page look but now I'm gonna go back into - boards choose a dashboard and I'll open a ticket and now I'm saying working on my record here when I click back to the main screen I'm back in my dashboard it doesn't take me back to that home page look so that's that's how you can set that so you don't always have to type in dashboards and then go find it you just switch it over in the general settings so with that said now I'm going to talk about the operational dashboard which I'm actually in at the moment but I'm gonna jump back out just to show you how I got there you type in dashboard and your filter navigator click on dashboards and let's just click on all and I believe operational dashboard is down at the bottom for almost everybody so click on operational dashboard and here we go no now what's up so let's talk about what is even offered on this screen I'm gonna scroll down to the bottom I'll work from the bottom up we have group membership which is still loading and group membership shows all the different assignment groups on campus and the number of people in them so we have a scroll bar over here to the right and I'll just scroll down and you can see there's a lot of assignment groups on campus and I'm gonna pick on the team that I'm on today which is enterprise applications change management and it says there's six people in that group if you were to click on that link it'll show you the six people in that group and of course if you you know notice that each of our names are links as well and you can click on that and see more information but I'm gonna go back to my dashboard so I'm going to use the back button which is really nice you can use the back button and so now's not like net Carolina's mmm so that's group membership I'm gonna scroll up a little bit and look at the other widget here and it says my groups work my group's work shows all the tickets in the groups that you belong to I only actually have belonged to two groups right now but I only have tickets for one group which is the change management group and I can see all of the tickets that have been assigned to other team members in my assignment group and I can also see that there's one that has not been assigned yet and it'll say empty one other thing I want to mention is within this these widgets we do have column headers but they can't be reorganized it is what it is on the dashboard when we get into a filtered list that's where you can pretty much recreate this with some extra columns I know some folks out on campus would really like it if there was a caller column heading here or requested by column but it's not here but you can get in another spot another thing is you can click on the column headers here Andry sort them if you'd like and you can even right-click on these headers and export them here you can do Excel CSV JSON and PDF and you can anytime you see a list you can right click and export it to whichever way you choose to so that is my groups work let's scroll up a little bit more and see can I please get rid of this but scrolling up a little bit more we're going to look at my work and my work shows all of the tickets that have been assigned to you so whether you've started working on them or not if they're still in an open State they'll be here in progress resolved it'll all show up in your and your my work so this is a very handy dashboard if you want to save this as a favorite you can do that you can actually save any dashboard as the favorite you just click on the hamburger button then the upper left and third one down it says create favourite and now it says the dashboard has been added to favorites and just double check it you can click on your star and there it is operational dashboards so Jackie did any questions come in on that okey doke so I'm gonna keep moving on now to the next dashboard we wanted to mention is the manager dashboard you don't have to be a manager to look at this or have access to it everyone can see it managers might find it especially useful so to get back and to see all of the dashboards you click on the let me go back the dashboard icon and we calling this the dashboards overview icon the four squares and click on all and here we go manage your dashboard on the Left kind of in the middle and now we have my team's workload and my groups work my group's work is the same as it was on the operational dashboard but it's also shown here hmm my team's workload this is really neat obviously we have a colorful pie chart and you can select how you want to see the information right now this pie chart is showing people in the change management assignment group and how many tickets we have so Rebecca Jones has three ellen has two I'm not sure why it's cutting it off there we go scroll down a little bit and you can see other people on the team at how many tickets they have if you actually click in the pie chart I'll click on myself it'll show the tickets that that particular person has been assigned and what they're working on so I'm gonna go back another neat thing about this widget here my team's workload is if you scroll down it also shows tasks account percentage of tasks who they're assigned to if you switch assign to to the state now it just shows in the state of the tickets on your team so we have sixty two point five tickets work-in-progress two of them are open one has been resolved scroll down a little bit and this little table here just shows it to you in a different way so that is manager dashboard and again you can set this as a favorite just click the hamburger bun created as a favorite and now you have it under your favorites that's manager dashboard any questions on that not so far okay moving right along here now I'm going to jump over to column headers and I'm gonna get to a nice long list of tickets so I'm gonna go into incidents and it's filtered to show me as the caller so I'll just click on all to remove that filter so now these are all of the incident tickets out on campus and let's talk about these column headers up here again you can right-click on these column headers and explore if you'd like and even though I clicked on for example I just clicked on collar but it will export the entire list it won't just export the called collar column it'll export the entire list so I'm going to scroll over and see what we have assigned to update and updated by are the last columns if I want to reorder these let's say I want updated by not on the right side of my screen but I want it over here on the left side of my screen you click on this gear here to update personalized list and now we're in the personalized list columns screen selected are all of the column headers that I currently have on my screen and available are the ones that I can add to my selected column headers so I said I wanted updated by to be moved around a little bit so if I highlight updated by and move it up and click OK now I have updated by on the left side of my screen and I don't have to scroll over to the right to see it let's say I don't even want updated by as an option I want something else I can click on the gear again I'm gonna click on updated by and send it back to available it says remove but I'm really just setting it back to the available list and let's say I want an see over there instead or actually you know what I want both I want to keep both updated by and urgency I'm gonna send them both over there and I want it updated by to stay on the right side of my screen but I want agency moved up next to caller and click OK so now I have an urgency column added and I have updated by that's back over there and that is how you rearrange your column headers add takeaway and reorder no questions on that it looks like okay so I'm gonna jump into some filtering now filtering is a lot of fun to start filtering you're gonna click on what I always called the filter builder exact name okay Allison says it's okay so I'm gonna go with that or the funnel icon that's how you open your filtering option and let's say I want to see all of the tickets that change management has closed since we went live with ServiceNow so what you can do is in the choose field option I said we wanted to see all tickets assigned to change management so these options down here these are all just column headers and I know assignment group is one so I'll show you can scroll down and click on assignment group is other options is not is empty you can see them all there but I know that I know I want to see enterprise applications change management tickets and we want to see the state of closed so we're going to choose the and condition and the field we want to know the state of closed tickets so I could scroll down and find state in here or I could just type state in the search box and it gives me incident state major incidents State State just go with the regular old state state is closed and we want to see tickets that have been closed not closed by close by you could do that too if you want to see a specific you know person if my manager wanted to see tickets that were closed by me she could select close by and then put in my name but we want to see the whole team so we choose closed and we want to see between the dates of something and we went live on the 30th of July you choose from the calendar 30 and today so all of my filters are in place and I want to see my list so I'm gonna go back up and click run filter there we go so it looks like we have closed two tickets now to get back I just hit the back button and oh I just lost all my filters didn't mean to do that alright so that is how you can set some filters that one was specific to look at close tickets let's do one more and then I'll show you how to save a list or favorite a list so I'm gonna do assignment group again let's say I'm gonna play the role of my manager let's say she wants to see all of the tickets that our team has opened seven days or more ago so we'll type in assignment group is and I'll keep picking on my team enterprise applications [Music] mm-hmm and she wants to see the state is she wants to see all-new tickets or we're gonna do an or condition not a whole new condition but she wants to see or the state is in progress for the state is on hold and we're gonna add a different condition now she wants to see opened so all the tickets that were opened and not on a specific date we want to go relatives on or before 7:00 looks like it default in two minutes we're gonna change it today's seven days ago and we'll run that so we only have one ticket that's still in progress that was opened seven days ago and let's see I want to get back don't want to remove yeah no there we go so say this is a list that we really like and that you want to run often you can save this as a favorite and to do that you can click the hamburger bun and click create favorite and you can name it incidence seven days old and done and now we have that always saved or notice there is a save filter and when you click on save there's a field that pops up this as save as and I'll just name it the same thing this is just another option seven days old incidents and I'll click Save so now the question is where did it go the answer is let me just go back to a regular old um list of incidents up in your hamburger bun the first option that set this filters and then it says edit personal filters and it says obviously you can see I've played with this a little bit seven days seven day the old incidents that's the one that I just did so I'm going to click on that and there's the results right there so what's the difference between saving a filter or favoriting a filter I believe if you save it as a favorite it'll just be amongst all the other things that you have saved as a favorite if you just save it outright it will be saved with other filtered lists that you have done and that's the big difference there and that is it on the demo of four filtered lists and I guess we're at thirty minutes now so it's time for some Q&A so Thank You Rebecca so again if you have any questions about what Rebecca's covered or at this point we can just open it up to any questions that you have in general we're happy to take those and answer them and if we can't answer that answer them today we'll do some research you can get back to you Jackie have we gotten any so far we don't have any yet okay so we're gonna tap tap dance for just a little while well give you some time to put in your questions so please go ahead and ask us anything I want to mention again the survey so I know some of you are already probably building your own reports I'm very advanced and so this was a kind of a level set to get people familiar who are less in the weeds of ServiceNow already so when we send that survey please send us the topics that you'd like to learn more about and we can develop webinars specifically on those topics so be on the lookout for that webinar a little bit later today we do have one comment [Laughter] Joey's asks is there a way for filters to see clients open issues easily so we don't have two people working on something that clients submitted twice or submitted and call them out so on the caller field there's a little eye beside it you can see any open incidents they have but there's not a great way you're still kind of chasing this there's not a great way to see like the entire client history at once so that could be closed or open there's just a good way to see what's currently open so that might work for what you're looking for thanks Allison right and then we have a question from Jason says how often does ServiceNow sync with assignment group changes made via Grouper for pushing in new members it's about an hour and a half difference though for taking out the service no team is still working on determining that schedule I believe currently it's set to once a week but we definitely recognize that has to be all right thank you we have a question from Stacy when we resolve an incident it's still not closed but we do have a way to mark it closed is that correct you can change a resolved incident to closed on your own but really you should be letting your customer make that determination so when you an incident it's basically giving your customer three business days to say yes I agree that this has been resolved or actually no I'm still experiencing issues if the customer hasn't done that within those three business days are resolved and said it automatically goes to the closed State okay next question from Kim how do you set a refresh interval on a dashboard yeah so I think you could do that with home pages but not the dashboards yeah I haven't I haven't found great answers for that the actual workaround I found from a ServiceNow staff member was actually to set up a plug-in on your browser to do refreshes I don't know if that's something you want to do it apparently seems like a decent work around according to them another thing is on each each reporter you can set it yeah each widget has a little if you go to the upper right I'm doing it right now you'll see the little circle arrow refresh icon pop-up so if you do it manually to if you want can't you also set refreshes for the components of a dashboard and yes like the reports that are yeah dashboard you can but I I don't know a way to do it on dashboard oh yeah yeah all right that's all we have for right now someone raised their hand okay someone named Lisa raise their hand maybe she's typing now can we add one person right you can do it right I can't is it I don't see the hand race though right although I think yeah she might've taken it oh here's the second of the features of zoom so william commented and said that you probably don't want to on the entire dashboard since the query will get rerun and on the current operational dashboard the bottom query is quite heavy and taxing okay so that's for the refreshing that you don't want it yeah yeah thanks for that william yep cool so we'll give it another few minutes and see if anybody has another question to type can I actually ask the question going back to Stacy mentioned if you can close an incident ticket I found that say the FULFILLER resolves an incident ticket and the customer gets notification and the customer agrees yes this is resolved then the FULFILLER could say oh they sent me an email they agreed absolutely how do they go in and actually manually change it they could just leave it and in three days it'll close on its own but if the customer response to them and says yes this is great can they go in manually and do that yes you want to show me how Stacy's commenting and said that her ticket was generated from a cyber Meisha process failing and that's why she asked okay so maybe we could chew it then that would be great can you see I have yeah I can you see my screen I can okay I'm in a test one so we can it's in progress so you have to actually resolve okay well then I believe you can set the state to closed yep I'm going to resolve it done and resolved okay yep alright so state is on the right-hand side yep okay sorry that's what I found I didn't see that there is a manual closed so I just like okay Matthews yeah you said you can close it because you were also the caller clothes incident and upper right oh thank you thank you the caller like yeah so if you weren't okay that's probably I am thank you thank you everyone so it's update and resolve until you resolve and then the two buttons on the top change to update clothes incident oh you don't think the clothes incident until you've resolved it okay so if the customer says yes then you can just go and then that button will be there okay Theresa says you can also do it from a list view yeah you'd like if you wanted to change the group master okay great okay so leave we have a question from Lanisha can everyone get the option to see the pie display for the manager dashboard Lisa be my yeah everyone should be able to see it yeah already we ran into something last week where actually I couldn't see it but then someone did some behind the scenes something and then all of a sudden I can see it maybe we need to look at that again I'm guessing Lisa when you look at manager dashboard you can't see the pretty pie chart but that's something we'll have to look into cuz yes everyone should be able to see that yeah because we don't have additional designated to managers right now right yeah because I am NOT a manager and I can see this all right another question from Stacey why this sometimes the tiles get out of order for example group membership tile group membership on the label - Gordon hmm I've not actually seen that happen so the widgets get out of order she said yes you can yeah I have no idea why they would get on board early you know actually moving them unless someone is alright we'll take that one down and finally do you want can you you know how to share oh sure I can show you how to share an entire dashboard I'm gonna go back to my dashboard overview and I'll pick one of my fake dashboards we'll go with it strawberry very useful yeah my pink if I wanted to share it with someone in the upper right corner there's an icon then when you hover over it says sharing and right now I've shared it with my buddy Nicole let's say I want to share it with an entire group I just sorry I click this plus icon next to add groups and users and recipients I'll share it with my entire team which is enterprise haplotype in enterprise applications change management and it says send an email invitation so everyone on my team will get an email that I'm sharing a dashboard with them and I will say something very nice sharing this with you please feel free to add widgets but don't take me away and the reason why I just said you can add some but please don't take any away is because I'm not just going to give them viewing rights I'm going to let them edit as well and then I'll share with them so then all of them will get an email and now I've shared a dashboard my strawberry dashboard with them if say I wanted to just do an individual I will share it with Allison Campbell and I'll take away this message because she's just going to view it she's not going to be editing it and I'll share it and now she will be able to see the dashboard and not make edits if you ever want to see you know who you shared it with later on you can always come back to this sharing icon and it'll have a list of everyone you've shared it with and if you click on that an actual individual you'll see Allison Campbell she can view let me go back to the profile enterprise applications can edit I can always change that to just view and save Nichole can edit but let's say Nicole's leaving and she won the lottery and she's gonna go live in the Bahamas she doesn't need this list anymore so I'm going to remove Nicole's access and that's how you can share entire dashboards but the reports part of it as Allison said is something different you have to get permissions for that okay so a couple of questions actually related to this dashboard okay actually I think it's both the same question one from Casey is how did you make those lists of links on strawberry and in the widget and from and she said the Quick Links widgets how did you make these I didn't make them I let Allison talk there's some standard widgets that are you can just pull in I think if you click the plus and then you click the plus sign you might have to I think I what I was just playing around with yeah but I scroll down to system system applications there we go system applications and I just started look I was really just playing around with these you can see on my dashboard I have incident but here's an incident to and it gives you a preview and then you just click Add and now now it's up here on my dashboard so you don't have to make everything I think that's one of the challenges there's so much out there that's alright there are so much there's so much all right I'm going back to the reports and asked what is the role name they need to request if you just say you need to don't worry about that if you just say you need to be able to share reports with others we we know what that means okay and the William says also when sharing dashboards it's important to note that you have to share the underlying reports for them to be able to view if the dashboard contains custom reports and not global reports otherwise they'll see the dashboard but the reports won't load right that's right is that William yeah that's true I just want to mention one other thing about dashboards is although you can save dashboards as a favorite the last dashboard that you have up on your screen will always be the one that when you click on your old well or when you log back in that'll be the one that shows so you don't set one as the default it's - it'll always just show whichever was the last one that you looked at so if I go back to my operational dashboard you can also use the top yes yes there we go and I need it if she just mentioned you can also use the drop down to change change your dashboard but let's just say I was back in my incident screen and when I click on the old well to go back to the main screen it put me back on the last dashboard I was in so we don't have any other questions right the second and I think we're getting close to time right we're about 45 minutes in you okay so I think we'll probably go ahead and let somebody's rapidly typing I don't know if you can see that I think we'll go ahead and close this webinar and just as a reminder we did record this and it will be posted on the ServiceNow sites that UNC edu website so I'm sure most of you have found that already and we'll put it out there look for another webinar announcement in the next week or so and also just one more plug for the survey so please do fill out the survey is just to give us an idea of kind of where you're at with what you're interested in learning right now so it may take us a little bit longer to get the topic together if it's a super-advanced but we'll work on it and would really really appreciate your feedback on that so be on the lookout so thanks everybody for joining us today and we'll talk to you again in the next week or so oh another plug for the office hours Tuesday 3:00 o'clock be there or be square don't get to say that often thanks everybody

Channel: ConnectCarolina

Views: 3,496

Rating: 5 out of 5

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Id: _SFDdvHlO6U

Length: 45min 5sec (2705 seconds)

Published: Fri Aug 09 2019