1) Install the ServiceNow Guru ‘Module Counts’ update set

The ‘Module Counts’ update set is what makes this whole solution work. By installing the update set you can set up a module in your left navigator that updates automatically as new entries come into your chat queue. You can access the download directly from this link.

2) Configure the ‘Waiting Chats’ module

Once you’ve committed the ‘Module Counts’ update set you can create the module to display the number of waiting chat queue entries. I placed my module under the ‘Service Desk’ application and configured it as shown in the screenshot below…

3) Configure the ‘Waiting Chats’ list layout

Once the module is configured, you should see the ‘Waiting Chats’ record count displayed in next to the module in the left navigator. You’ll also want to personalize the list layout and list control to show the correct information. I changed the columns and removed the ‘New’ button. You can perform these actions by right-clicking the list header and selecting ‘Personalize’.

4) Add a ‘Show Chat Desktop’ UI action to your list

Finally, you can add a context menu UI action for your list so that technicians can click into the module, right-click one of the entries, and open up the chat desktop directly from the list.

Here’s how I set up the UI action…

// Show the chat desktop in a new window
function showChatDesktop() {
var url = 'chat_desktop.do?sysparm_nostack=true';
window.open(url, 'chat_desktop');
}

That’s it! Hopefully this solution gives you a better way to manage your chat queue going forward.

The post Waiting Chat Queue Entries Notification appeared first on ServiceNow Guru.

This customization obviously isn’t for everybody, but I think it does demonstrate a good use of UI scripts. The script below needs to be set up as a Global UI script so that it will run throughout the user session. Within the script I check to see if the navigation pane is being loaded or not so we can cut down on a lot of the unnecessary code when the main frame is loading content. If the script finds the navigation pane it attaches an event to each menu item. This event is triggered when the item is clicked and it adds the highlight color to that item. In addition, it removes the highlight color from the previously-selected menu item.

You can change the highlight color by modifying the ‘lightskyblue’ text below to whatever color you want!

var lastAppLinkColor;
var menuCheckCount = 0;

addLoadEvent( function() {
   //Attach an event to the click of any nav menu item
   var menuCheckInterval = setInterval(function(){checkMenu()},1000);
   function checkMenu(){
      try{
         if(window.frames[1]){
            var menuItems = window.frames[1].document.getElementsByTagName('a');
            if (menuItems.length != 0 || menuCheckCount > 10) {
               clearInterval(menuCheckInterval);
               setHighlight(menuItems);
            }
            else{
               menuCheckCount++;
            }
         }
      }catch(e){}
   }
   function setHighlight(menuItems){
      for (i=0; i < menuItems.length; i++) {
         if(menuItems[i].className == 'menu'){
            Event.observe(menuItems[i], 'click', function(event) {
               //Remove the highlight from the previously-highlighted menu item
               if (lastAppLinkColor) {
                  lastAppLinkColor.style.backgroundColor = "";
               }
               //Get the parent table row of the link clicked
               var elt = Event.findElement(event, 'div'); //If UI11 target 'tr' instead of 'div'
               if (elt != document) {
                  //Add the highlight color
                  $(elt).style.backgroundColor = "lightskyblue";
                  lastAppLinkColor = elt;
               }
            });
         }
      }
   }
});

The post Highlight Selected Navigation Module appeared first on ServiceNow Guru.

While this solution probably isn’t for everybody, it might save somebody some work down the road so I’ll post it here :).

We were able to accomplish this by setting up an ‘HTML’ type of module under the application where we wanted the collapsible modules. Here are a couple of screenshots showing the end result for the ‘Configuration’ application…

Application Sections Expanded

Application Sections Collapsed

Here’s how you could set this up in your system for the ‘Configuration’ application. If you want to use this on other applications, simply replace all occurrences of ‘CMDB’ in the arguments below with a name that will be unique to the application that you set the module up for.

<span  id="expand_appsection_CMDB" style="display: none; cursor: pointer; font-weight: bold;" onclick="collapseAppSections_CMDB(this);"><img src="images/icons/nav_collapseall.gifx"/>Collapse All Sections</span>
<span  id="collapse_appsection_CMDB" style="display: block; cursor: pointer; font-weight: bold;" onclick="expandAppSections_CMDB(this);"><img src="images/icons/nav_expandall.gifx"/>Expand All Sections</span>
 
<script>
function collapseAppSections_CMDB(el) {
   var items = el.up('.submenu').select('tr[id*=children.]').each(function(item){
      var itemEl = $(item.id.split('.')[1]);
      if(itemEl.getStyle('display') == 'block'){
         toggleSectionDisplay(itemEl.id,'arrow','');	
      }
   });
   $('collapse_appsection_CMDB').show();
   $('expand_appsection_CMDB').hide();
}

function expandAppSections_CMDB(el) {
   var items = el.up('.submenu').select('tr[id*=children.]').each(function(item){
      var itemEl = $(item.id.split('.')[1]);
      if(itemEl.getStyle('display') == 'none'){
         toggleSectionDisplay(itemEl.id,'arrow','');	
      }
   });
   $('expand_appsection_CMDB').show();
   $('collapse_appsection_CMDB').hide();
} 
</script>

The post Expand/Collapse All Separator Modules at Once appeared first on ServiceNow Guru.

This URL opens a new incident record with default values for ‘Active’, ‘Priority’, and ‘Short Description’.

https://demo.service-now.com/incident.do?sysparm_stack=incident.do&sys_id=-1&sysparm_query=active=true^priority=1^short_description=URL%20Default%20Value^EQ

Another place where you can apply the same concept is in module links in the left navigation pane. Since modules use the defined module parameters to create a URL, you can leverage the module filter and arguments to create ‘sysparm_query’ arguments in your module link. Simply create a module with a ‘Link Type’ of ‘New Record’ on whatever table you want and populate the ‘Filter’ field with the field/value pairs you want. This image shows how you could create a module to open a new incident record with default values for ‘Active’, ‘Priority’, and ‘Short Description’.

The post Populating Default Values with a URL or Module appeared first on ServiceNow Guru.