On share, there is a great project by Phuong Nguyen for implementing a great impersonate dialog window into the Service Portal, found here. Unfortunately, it uses a NOW API to handle a lot of the impersonating and end impersonation functionality, which snc_external users (from the Explicit Roles plugin, which is a required plugin for some bigger plugins like Customer Service management) aren’t able to access. Until Phuong implements functionality to handle this into his share project, this small update will at least add an “unimpersonate” button to the service portal for specifically snc_external users.
We found that it is helpful to add the timestamp to the banner of our subproduction instances so that users will know when the data on that instance was last refreshed.
A couple weeks ago, I needed to practice some sprite-work and for fun, I animated the ServiceNow logo. As you can see from the above screen recording, it adds a little charm to my personal developer instance!
Every ServiceNow admin/dev should have a good documentation workflow in general, even more so when they are creating or exposing APIs. In fact, most would say that an API is only as good as the documentation that is provided. I’m sure anyone who has tried to consume a badly documented API would quickly agree!
To better aid customers in self-resolving their tickets, group managers can enable this feature so that users can receive an automatically generated list of Knowledge Base articles. Managers also have the ability to enforce certain articles to always appear in this list of these “recommended” articles.