ServiceNow Agent Intelligence

 

Agent intelligence is an artificial intelligence solution built on the ServiceNow platform. ServiceNow will help your business to improve productivity and eliminate, which in turn leads to high customer satisfaction.

It will initially be applied to improving the speed and quality of IT and customer-service processes. Most companies have an IT service desk as well as a customer support center. These functions ensure that customers and employees receive help in a timely manner — whether it is a request for a new computer, a password reset, or the status of a repair. Manually triaging thousands of incidents or cases, categorizing tasks, and routing work can consume people’s resources, introduce human error, and slow resolution.

With Agent Intelligence, you can use machine-learning algorithms to set field values when you are creating a record. You can also train predictive models to automatically categorize and route work that is based on your past record-handling experience.

Benefits of Agent Intelligence:

• ServiceNow Agent Intelligence can assist front-line support agents and improve triage quality by eliminating the guesswork out of the process. It can predict accurate results by analyzing historical patterns.
• It attempts to streamline the ticket assignment process and can aid in an increase in customer satisfaction.
• Automating manual tasks will greatly save time and resources.

AI Process:

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/

De-Mystifying The ServiceNow Tokyo Release

 

ServiceNow Tokyo Release brings you a new and improved user experience, with new features, improved reporting, and management capabilities. ServiceNow Tokyo Release is the latest ServiceNow release, which brings you a refreshed look and feel from previous versions of ServiceNow. It provides new features to help you transform your business processes and improve customer experience, connect with partners, and drive innovation.

A modernized UI that’s easier to use and more intuitive than ever before. A new experience for setting up, configuring, and managing your organization. New tools for managing IT services, including CloudForms integration with Azure Active Directory (Azure AD) and Microsoft Teams. Enhanced support tools that help you track progress with tickets and improve incident resolution times.

ServiceNow Tokyo Release is a major release of the platform and includes many new features. Some of the most notable features include:

New Salesforce Integration – ServiceNow integrates with Salesforce to offer more intuitive and seamless integrations.

Improved User Experience – ServiceNow’s UI has been completely revamped to make it easier for users to navigate and find relevant information.

Improved Data Security – You can now encrypt all your data at rest using encryption keys that are unique to each customer, company or account.

Hybrid Cloud – This feature allows you to deploy and manage your hybrid cloud infrastructure using only a single instance of ServiceNow.

ServiceNow Data Connector – With this feature, you can integrate your legacy systems with ServiceNow without having to write any code. You can also use it to bring data from other applications into ServiceNow through connectors such as Microsoft Excel, Microsoft OneNote or Salesforce.com.

Oracle Cloud Platform Integration – With this feature, you can connect ServiceNow to Oracle Cloud Platform through LDAP or Active Directory natively within ServiceNow itself.

New Custom Fields – Custom fields are now available for all users and roles. These allow you to store additional information about a record (such as notes) in the database.

Data Loss Prevention (DLP) – DLP policies are now available in ServiceNow Tokyo. With this feature, you can protect your data in real-time by detecting sensitive information that may be about to be released, such as credit card numbers or social security numbers. You can also prevent unauthorized access to sensitive data by restricting who has access to it based on organizational roles or other criteria.

Major Highlights

App Engine

Provides a set of low code capabilities that enable enterprises to build their own application at scale.

Flow Integration to Table Builder

• Table builder provides a unified experience for tables, and form flows.
• Intuitive user-friendly experience for the users.
• Guided experience in the context of the table Work with data models in a tabular format. Table Builders exclusive to App Engine Studio.

Formula Builder

• It provides Microsoft excel features, like performing some average, sum, or any sort of calculation. Excel-like formulas in place of scripts.
• Functions are defined in sys_transform_function.

Template Sharing

During template sharing now you will be getting the options that specify you want to share with a Specific user and group or to all users and groups.

Email Notification Authoring

Create a notification in the notification table. Trigger these Notifications from flows with send Notification action. Low-code users can create notifications in the same notification table as other platform notifications.

App Engine Management Center

We call it the Control tower for all your applications.

• It will assess and reduce potential risks of applications and deployment sprawl.
• Track adoption and identify bottlenecks in deployments.
• Configure pipelines for multiple deployments Processes.

Notification Dynamic Translation

Go to advance view. To enable the functionality we first check the Dynamic Translation Check box. Suppose we have customers from different counties from different languages then this feature is useful to translate the notification.

Automation Engine

Combination of Integration hub and RPA hub.

Automation Center

• Central governance of automation requests and implementations.
• Show business value by showing CIO ROI against defined goals.
• Additionally, support UI Path robot executions.
• You can show time and money saved through RPA.
• REST API ανailable /sn_ac/auto/rpa.

ATF AI Test Generator and Cloud Runner

Using AI for Testing and simplifying the execution of automated testing with hosted headless testing. It will also reduce the time of the developer for testing. Accelerate testing with Al powered regression test generation.

Document Intelligence

• Human-assisted document parsing of structured documents. The system is capable enough to identify the content of the documents and read it for you.
• Tables and lists will be included.
• You can consume the parsed data inflow with OOB actions and templates.

Flow Designer Integration Hub Dashboard

It provides more attention to these aspects-:

• Usage
• Flow executions
• MID executions
• No module available(yet)

Process bar in Flow Designer

It is used to show how the process has been generated.

Read-only roles in Flow Designer

Enables a user to launch Flow Designer and Action Designer to view the configuration and execution details of flows, subflows, and actions.”Writable”buttons/actions are removed.

ECMA script 2021

It supports ES6 Scripts and is currently available for Scoped applications only.

Guided Setup

Create Guided Setup experiences for any app and Improved experience for app onboarding. Create guided setup experience for any app. we have guided setup for ITSM, ITOM and CSM, we can create such guided setup using the guided setup builder.

Admin Center

Install and configure ServiceNow solutions using a guided experience that includes personalized application recommendations based on instance maturity and desired business outcomes.

You can find out the following:-

• How many apps are ready to update?
• How many apps are ready to install?
• How many tasks are assigned to You?
• How many approvals are in a pending state?

S/MIME Support for Inbound Outbound Email

S/MIME support plugin should be activated. Then we can tick the digital signature and can encrypt the email. It Enables sending or receiving of encrypted email using the S/MIME protocol. Available from the classic email client and outbound notification.

Log Protection

It is used to check and protects the logs as per our requirements.

Adaptive Auth Enhancements for mobile

• Supports Mobile access in an IP Access-controlled instance.
• Requires adaptive authentication.
• Users must be on pre-registered devices.

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/

 

 

How To Test ServiceNow ITSM Modules

 

ServiceNow is a Software-as-a-Service (SaaS) cloud platform that helps businesses automate business processes and has transformed many organizations with innovative service delivery solutions, irrespective of industry. ServiceNow IT Service Management (ITSM) has become the industry standard in cloud-based IT service management. Looking at the innovations ITSM has for businesses, for six consecutive years ServiceNow has been awarded  as the ITSM leader by Gartner. This clearly shows that for many businesses ITSM is the first choice to scale up their service delivery. Here we guide organizations on the process of how to test various ITSM modules.

 

Testing Various ServiceNow ITSM Modules

ServiceNow ITSM offers various modules to improve business function. Here is the process of testing various ServiceNow ITSM modules:

 

Testing Incident Management Module

In the Incident Management module, to report an issue the user can contact the support team/ IT Team. The issue can be assigned to multiple users based on the situation. Here, the issue can be either network issues or mobile issues. The user must record the incident details to track it, if in case the issue is not resolved by IT Team. The user can create another new incident to work on it or to track it.

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/

A Mini Guide To Remote Tables – ServiceNow

 

Remote tables are another component that permits you to characterize a table inside ServiceNow. It also helps to interface it to an outer information source.

ServiceNow gets its records from running a related content against the outside information source.

These records live in memory, which implies they are clean after you leave the rundown/structure.

Before we go in detail with the remote tables. Let’s start with :

Why do we require remote tables?

Let’s try to see some usual challenges in data on Service-Now

1. Complications to collaborate data distributed among various tables interrelated.

Usually we create a table, use Business Rules or scheduled jobs to maintain this data.

This approach has one big con which is small changes require modifications on multiple configurations such as data for an additional column.

2. Handling of rarely utilized data from external sources.

Creating a table use schedule jobs to maintain these data and purge them on a regular basis or requirement. Con on this method is  inefficiency of data and API calls.

3. Database views

They are use to combine two tables and have limitations such as advance conditions, access on records and much more.

Remote tables are the right solution for use cases mentioned above.

How do remote tables differ from regular tables?

• Remote tables have a suffix “st” with their name using this we can differentiate a remote table and usual table.

• Data for remote tables is cache and not store permanently. Using remote tables you are not utilizing your database storage rather data is cache in db to provide TTL.

• Data can be generated when you are querying through scripts or viewing the table. No storage for data or handling of data for insertion and deletion.

• Conditional based data generation.
• Their details are store in Tables(sys_db_object) with Remote table check.

• Values for Sys_id not generated by ServiceNow. It should generate logically.

Most important part is they support GlideRecord and ACLs like regular tables.

Requirements for using the tables?

Simply the below “plugin” is require and it comes to activate from Orlando.

How to create it?

Remote Tables —-> Tables. 

OOTB remote tables

1. Click on “New”.
2. Provide Label name is automatically set to populate.
3. Save the record.

You might have observed that once you save the file. The record.Sys fields are missing??

For remote tables sys_id is the only sys field we have and it’s not auto populate.

1. Create a definition.

Let’s try to have a look at the definitions.

Here is an example.
Remote Tables — > Definition.

In this definition it tries to pull interaction records with details such as portal source, language, device and application.

Here it just pulls data only when queries through a script which we “get” from a GlideRecord.

1. Name: Name of your table/ details of the definition could be helpful.

2. Table: Remote table name the definition applies to. One remote table can have only certain definition.

3. Active: To stop/ run definition.

4. Advanced: Advanced will provide a section to provide input for TTL.

5. Script: Two parameters v_table & v_query.

Below is the sample definition create to show some data with a record that relates list of user groups and user.

v_table.addRow is use to create a record where object keys are field names and values are the values for records that will generate.

There is a catch here you cannot view this record as this data does not have any unique identifier. ServiceNow does not generate sys_id’s. You can provide unique identifiers (sys_id) of any value (not alphanumeric).

After modifying the definition with sys_id. You can even use sys_id of any existing data it should not lead to any database error as they are not store directly.

Working:

Remote tables require definitions to populate records. Definitions are scripts you can call an API or query tables to create JSON added as records.

How can we use remote tables?

v_query: API functions are as below:

 v_query.getEncodedQuery() – returns encoded query string example as below.

 v_query.getCondition(field) – returns encoded query string for the given field (includes field name, operator, and value)

 v_query.getParameter(field) – returns parameter for the given field (only includes value for equality conditions)

v_query.isGet() – returns whether the query is a single get by sys_id

v_query.getSysId() – returns parameter for sys_id field

 v_query.isTextSearch() – returns whether the query contains a text query parameter

 v_query.getTextSearch() – returns text search query parameter (internal field name 123TEXTQUERY321)

 v_query.getFirstRowWanted() – returns the first row to include

 v_query.getLastRowWanted() – returns the last row to include

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/

Table Hierarchy In ServiceNow: Complete Guide

 

GlideTable Hierarchy is a ServiceNow Server scoped API which provides information about the Table hierarchy and relationships. We have TableUtils API which can be used to retrieve the hierarchy of tables in ServiceNow.

So How actually the Table Hierarchy API is useful?

TableUtils is limited to the global scope in ServiceNow and it cannot be accessed from scoped application. So there is either of ways to achieve this solution:

1. Copy TableUtils inside the scoped application.
2. writing logic for GlideRecord the “sys_db_object” table.

This solution implementation might take some additional effort for a developer. So here TableHierarchy API can be very useful to bring our efforts down and easy in implementation. To get the hierarchy of any table in scoped applications. The below methods will be useful.

Method Summary:

In this Blog, We will drive through a few methods of this API with reference to the CMDB table hierarchy. For that we can use this API as follows:

API Definition: getTableExtensions() returns an array containing the table names that extend the current table.

Note: Current table will not be part of the return object. If you want to include the current table in the return object use getAllExtensions() method.

To fetch all the child tables(hierarchy) for the cmdb_ci_computer  table. We can use this method as explained below in the example.

Output:

Output:

cmdb_ci_computer, cmdb_ci_hardware, cmdb_ci, cmdb, cmdb_ci_ucs_blade, cmdb_ci_server, cmdb_ci_osx_server, cmdb_ci_mainframe, cmdb_ci_datapower_server, cmdb_ci_lb, cmdb_ci_lb_bigip, cmdb_ci_lb_a10, cmdb_ci_lb_cisco_csm, cmdb_ci_lb_alteon, cmdb_ci_lb_f5_gtm, cmdb_ci_lb_cisco_gss, cmdb_ci_lb_isa, cmdb_ci_lb_cisco_css, cmdb_ci_lb_ace, cmdb_ci_lb_radware, cmdb_ci_lb_network, cmdb_ci_lb_netscaler, cmdb_ci_lb_f5_ltm, cmdb_ci_ibm_zos_server, cmdb_ci_virtualization_server, cmdb_ci_vcenter_server_obj, cmdb_ci_esx_server, cmdb_ci_hyper_v_server, cmdb_ci_storage_server, cmdb_ci_win_server, cmdb_ci_linux_server, cmdb_ci_storage_node_element, cmdb_ci_isam_server, cmdb_ci_mainframe_lpar, cmdb_ci_server_hardware, cmdb_ci_tape_server, cmdb_ci_net_app_server, cmdb_ci_chassis_server, cmdb_ci_netware_server, cmdb_ci_unix_server, cmdb_ci_aix_server, cmdb_ci_solaris_server, cmdb_ci_hpux_server, cmdb_ci_cim_server, cmdb_ci_storage_switch, cmdb_ci_mainframe_hardware, cmdb_ci_pc_hardware, cmdb_ci_ucs_rack_unit

API Definition: getRoot() returns the top-level class in the hierarchy.

For Global, a Similar method is getAbsoluteBase() which returns the base table name from which the table was extended.

Note: For any table under the cmdb_ci hierarchy, this method returns cmdb_ci and not CMDB, which is the actual base table.

Output:

cmdb

API Definition: getBase() returns the parent class which current class is extending like task(return) for incident(argument).

Output:

Cmdb_ci_hardware

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/

Easy 8 Steps To Setup LDAP In Laravel Application

 

Understanding LDAP in Laravel Application

LDAP (Lightweight Directory Access Protocol) is a directory services protocol that is used for interacting with directory services.

One of the examples of directory services is Active Directory (AD) which is Microsoft’s proprietary directory service used to manage and store information about the devices, users, objects within an organization’s network.

So, here we will understand how to do LDAP connectivity in laravel to authenticate users in the active directory.

Easy steps to setup LDAP in Laravel Application

Step 01: Install the third-party LDAP package adldap2 in your laravel application using the below command.

composer require adldap2/adldap2-laravel

Step 02: Publish the installed package using the below command.

PHP artisan vendor:publish –provider=”Adldap\Laravel\AdldapServiceProvider”

Step 03: Most importantly, uncomment the dll for LDAP from the php.ini file first otherwise it will throw an error.

Step 04: Configure the following settings in ldap.php inside your config folder.

Inside Settings:
‘hosts’ => explode(‘ ‘, env(‘LDAP_HOSTS’, ‘ldap.forumsys.com’)),
‘base_dn’ => env(‘LDAP_BASE_DN’, ‘dc=example,dc=com’),
‘username’ => env(‘LDAP_USERNAME’),
‘password’ => env(‘LDAP_PASSWORD’)

For an anonymous user, leave username and password it as it otherwise mentions the username and password.

Step 05: At step 4 the configuration has been done, now check the connection by running a query in the login controller to fetch user records from the active directory. curie is a test user for ‘ldap.forumsys.com’ directory.

$search = Adldap::search()->where(‘uid’, ‘=’, ‘curie’)->get(); //Here uid is DN

Step 06: For authentication use the below sample code inside login controller.

$username= $request->input(‘name’);
$password= $request->input(‘name’);
$user_format = env(‘ADLDAP_USER_FORMAT’, ‘uid=%s,’.’dc=example,dc=com’);
//change DN and base dn as per the requirement
$userdn = sprintf($user_format, $username);
Adldap::auth()->bind($userdn, $password);
if(Adldap::auth()->attempt($userdn, $password, $bindAsUser = true))
{
echo ‘Login successful’;
}
else
{
echo “Username or password invalid”;
}

Step 07: After having a successful test connection don’t forget to replace ‘ldap.forumsys.com’ with your actual directory address.

Step 08: Let’s run the application and try to log in.

For More Details And Blogs : Aelum Consulting Blogs
If you want to increase the quality and efficiency of your ServiceNow workflows, Try out our ServiceNow Microassesment.
For ServiceNow Implementations and ServiceNow Consulting Visit our website: https://aelumconsulting.com/servicenow/