Looking into the related list "versions" and table "Update versions" after an upgrade.

I got a question about the previous post "What happens if I update an Out Of the Box script, business rule etc.?". The question was: Any updates on that script from a new SNC patch or version will be added as a version of the script byt your version will still be the active one.

Knowledge: the use of the table kb_use

I've been looking for a easy way to get an overview over the "views" on articles and a simple way of creating reports on this. Sometimes just to see how many and who looked at a specific article, people claiming they looked through the article but you have a feeling they didn't even look at it. In this table you can also see if the article have been attached to an incident (or any task).

What happens if I update an Out Of the Box script, business rule etc.?

This question was wondering around inside my head for quite some while. The simple answer that I got and it was hard to find more about it was: It doesn't get updated when ServiceNow releases a new patch or release.

Well, that is a start. But then again. Can I somewhere see what will be excluded from an upgrade. After been configuring ServiceNow for like 6 months and now been live for almost another 6 month, I finally starting to understand it more deeply how things work and starts to question if we shouldnt have done it in a different way instead. And I find stuff here and there that hasn't been done by the rule "do not edit copy existing rule instead and edit that".

After digging around and talking to HI-support I found out that everything that is excluded from an upgrade is stored in a particular table, which wasnt such a big surprise...

And this is how it works:

Using Incident templates on Calls

There isn't many things that I miss when we changed system from CA Service Desk Manager to ServiceNow. But there is one thing that especially our ServiceDesk misses and that is being able to choose incident templates on directly on "calls"when you create an incident from a call. Needed to first create the incident and then from the incident click around the "apply template" was unnecessary clicks with the mouse.

First post and the standard information

Welcome to Sweden.

This page is all about ServiceNow and the possibilities that it has. I’m pretty new to ServiceNow but been around for about 15 years in the business or more like 25 years if you start counting since I first started to programming on my C64. I’ve never worked as a full time developer but it has always been in the background and I’ve instead tried everything else. First line support, Team leader, 3:rd line tech, ITIL process owner, board member and at the moment I got the role as ServiceNow developer/Admin which I have been for about a year.


The idea about the blog came out when I started to find all these little nice things that no one told me about in the beginning but has helped me a lot. And then of course I will share other things that might be a bit bigger or homemade.

This is one of the things I love about ServiceNow and it’s community. The users that are willing to share and help each other. So I’m trying to do my contribution here.
And if you have any questions, feel free to ask.

Thanks for visiting,
Göran