![]() ![]() The effort also led to the creation of a standardized service model for more than 66,000 products, streamlining the customer support experience for everyone. As scratchpad variables are only available in the context of the workflow it is running in, I cannot use this variable in the subflow. Payoff: The new system solved Gemalto’s CSM issues, accelerated the pace of communication with their most engaged customers, and made potential process defects more visible. .split(‘:’)1.trim() Now I have the name of the device in the scratchpad variable devicename of the parent workflow (Change Request System Build). Within 10 months, Gemalto launched a customer service portal that improved user experience, met needs for scalability, and blended smoothly with in-house applications. BMC Remedy is an on-premise solution which means it will require additional resources, services, hardware, and software assets. This allows us to have a single system of record while integrating new applications or tools. The company migrated those functions to a new CSM platform from ServiceNow that automated key workflows. Cloud Support The ServiceNow platform is a cloud platform and is owned and operated by ServiceNow. Solution: Gemalto decided that a cloud-based SaaS approach best fit their needs. IT personnel were frustrated by isolated service functions, a lack of visibility into customer service agreements, and legacy systems that required specialized web developers to make changes. Customers were complaining about a poor user experience that deterred self-service solutions. ![]() Problem: Gemalto, a cybersecurity firm based in France, needed to rethink its customer service management platform following a merger. IT leaders gained clearer insights into developing problems the standardization of service processes also allowed Swiss Re to create and measure more useful service level agreements. This reference lists available classes and methods along with parameters, descriptions, and examples to make extending the ServiceNow platform easier. Payoff: Employees now navigate through common IT issues more quickly, freeing them to focus on other tasks. ServiceNow provides JavaScript APIs for use within scripts running on the ServiceNow platform to deliver common functionality. Knowledge base articles with solutions to common problems now linked more directly to service requests, enabling more self-service fulfillment of common requests like password resets and equipment requisitions. The workflow that prompted the creation of this script had stopped and created a task, but some data was incorrect. The tools allowed managers to manage complex IT processes through a consumer-like user app experience. We see the following in the system logs: Child processor failed: : : . The following method was developed to update a workflow that has reached an error state. Solution: Swiss Re replaced nearly two dozen disparate IT service management solutions with a set of workflow automation tools from ServiceNow. But the resulting tangle of isolated solutions made it difficult to establish consistent processes company-wide or obtain visibility into the breadth of the IT operation. The scoped Workflow API provides methods that can be used in an activity definition script. But before we get too far ahead of ourselves, let’s try a few things and see what we can actually do.Īccording to the ServiceNow Developer Blog, you can set the value of a Flow Variable inside of a loop and use it to control the number of times that you go through the loop.Problem: A swiss reinsurance firm with 15,000 employees, Swiss Re accumulated a variety of in-house and off-the-shelf apps, like most companies, each to address specific issues. The ‘Wait For condition’ activity is available out-of-box and is very simple to configure. If I can figure out how to make a Flow Variable do all of the things that I have been able to do with a Scratchpad Variable, then I will be the first in line to throw my home-made scratchpad into the dust bin. common Graphical Workflow requirement in ServiceNow is to tell the workflow to wait for some trigger before continuing. I like building parts, but I also like to get rid my home-made parts whenever I find that there is a ServiceNow component that can serve the same purpose. Through workflow automation, executives gain visibility into smoother processes, improving short- and long-term planning and speeding the roll-out of new initiatives. Since I have used that custom feature in a variety of different places after I first put it together, the trick will be to see if I can just do a one-for-one swap without having to re-engineer things using an entirely different philosophy. ![]() One of those new features is Flow Variables, which look like they might serve to replace the Scratchpad that I had built earlier for pretty much the exact same purpose. Now that you can get yourself a copy of the new Quebec version of ServiceNow, you can start playing around with all of the new features that will be coming out with this release. “An essential part of being a humble programmer is realizing that whenever there’s a problem with the code you’ve written, it’s always your fault.” ![]()
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