The Knowledge Management Service Portal enables users to perform the same operations with the Knowledge Management V3 plugin. Users can view knowledge bases and articles from the portal, search for information, sort and filter search results, and provide feedback.

Advanced commenting feature in Knowledge Management Service Portal supports:

• Nested Comments,
• Adding attachments,
• The ability to format a comment, including:
• the ability to add inline images within a comment,
• the ability to 'like' a comment, and
• the ability for users to delete their comments.

Screenshot: The Knowledge Management Portal

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Report_view access control lists (ACLs) are active for new and upgraded customers starting with the Tokyo release. This feature is added for the incidents and incident tasks to give users safer and more secure access to the reports on the dashboards.

The report_view operation is a record-type access control list (ACL) that restricts access to reports. Only users with one of the required roles can view reports containing the restricted resource.

There are two kinds of report_view access control lists (ACLs): report_view table ACLs and report_view field ACLs. Report_view table ACLs prevent users from viewing report content based on the table specified in the ACL. Report_view field ACLs prevent users from viewing reports that use the field specified in the ACL in the group by row, column or aggregation.

Screenshot: List of report_view Access Controls on the Incident table

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During the creation and scope stage of the change, if you incorrectly classify an emergency change as a normal change, you do not need to cancel and recreate the change.

Instead, revert the change back to the New state and update the Type field.

There is an ACL (for change_request.type) that allows modification of the Type field in the change request when it is in a New state, and no approvals have been generated yet for it.

• For Standard change requests, you can modify the type of the change request from Standard to Normal or Emergency if the state of a change request is New.
• For Normal or Emergency change requests, you can modify the type of the change request from Normal to Emergency or vice versa if the state of a change request is New.

If a Normal or Emergency change request is rejected, the state of the change request is set to New. As the state of the change request is New, you can modify the change request type again. For example, if your Emergency change request is rejected because the change request is Normal, you can modify the type of the change request to Normal and resubmit the change request.

Note 1: Once the normal change has advanced to Authorize, you cannot revert to New.

Note 2: You can only update the Type field to Emergency for a normal change.

Screenshot: Converting a Normal change in the New state into an Emergency change

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In Catalog Builder, you can view how a catalogue item appears in a conversational interface and modify the item if required.

You can create or edit a catalogue item (catalogue item or record producer) using a visual and guided experience along with specified restrictions. The Catalog Builder experience enables you to delegate the creation and maintenance of the catalogue.

Image: Catalogue item creation process

Screenshot: Catalog Builder dashboard

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First introduced: Rome release

You can use the change success score to evaluate the team's success in handling prior change requests.

The following are the main features offered by the change success score capability:

1. The score is calculated daily based on the team's performance from yesterday.
2. The score value enables you to determine how likely the team is to complete your change request without issues.
3. The change success score indicator allows you to adjust the multipliers.
4. The Change Success Score Dashboard helps you to compare individual team scores.
5. The change score enables approvers to take decisions on the change request.

Screenshot: Change success score dashboard

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Process users can create new requests from:

1. The Service Catalog application,
2. The Service Portal,
3. An incident record when the incident prompts a new request.

Diagram: Request Management hierarchy

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You can locate the suitable change model using both role-based access controls and user criteria to tailor Change creation landing page views.

Setting the Advanced Security value to true on the Change Model form allows you to associate ‘Available for’ and ‘Can write’ user criteria along with ‘Read Roles’ and ‘Write Roles’.

Screenshot: Setting the Advanced Security value to true on Change Model to add relevant user criteria

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You can copy an incident or create a child incident without manually entering the value of all the fields in the new incident.

List any attributes that you want to get automatically copied from a parent incident to a new incident. Add the list of attributes in the following fields on the related list of the new incident:

• List of attributes (comma-separated) from Service Offerings (task_service_offering) related list that will be copied from the originating incident (com.snc.incident.copy.rl.task_service_offering.attributes)
• List of attributes (comma-separated) from Business Applications (task_cmdb_ci_business_app) related list that will be copied from the originating incident. (com.snc.incident.copy.rl.task_cmdb_ci_business_app.attributes)

Screenshot: Configuring the list of attributes in some of the incident related lists to be copied from the originating incident

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ServiceNow provides many ways to create change requests, including:

• manual creation (from Change application),
• incident management (via the UI action),
• problem management (via the UI action),
• configuration management (by associating to affected CIs) and
• service catalogue (via standard change catalogue).

Additional methods exist to request changes, such as event management, release management, and maintenance schedules, but Project management is not one of them.

Screenshot 1: Manual creation of a change request

Screenshot 2: Creating a change request from a Problem record

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If end-users want to report an incident, they should navigate to the Can We Help You? Category in the Service Catalogue on the service portal.

Incident record producers provide users with an interface from which users can log an incident. For example, the default Can We Help You? category features record producers such as Create Incident to enable users to log incidents from the catalogue.

Screenshot 1: Creating an Incident from the 'Can We Help You?' category on the Service Portal

Screenshot 2: The 'Create Incident' form on the Service Portal

Screenshot 3: Navigating to the list of Record Producers

Screenshot 4: The 'Create Incident' Record Producer

Learn more here!