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0 pointsrgovostes3mo ago0 comments

I work in a department that has been using ServiceNow for at least 5 years, and I still do not know how to look up a ticket by ticket number. I just pretend I'm following along when my colleagues reference a ticket.

I just spent a minute poking at it: my dashboard page didn't load, then it told me there are no open tickets in the system, then clicking on a different ticket number to open it didn't do anything, and then the server stopped responding. (Edit: it took 48 seconds to load the ticket.)

They also have a little stopwatch button on some pages that pops up a "Browser Response Time" window that tries to put the blame for slow page load times on the user's browser. Weird, wonder why they need that...

0 comments

rwmj3mo ago

Yes! It always amazes me there seems to be no obvious URL scheme for servicenow.sadcompany.com/<ticket-number> Like, did the developers forget to implement that?

rgovostesOP3mo ago

Yeah, and there's no search field, either. Surely, this is my misunderstanding and I should click the "Show Help" icon for a product tutorial, right? This pops up a window saying:

> Now Assist offers real-time guidance and support for users seeking help with Virtual Agent. This feature’s generative AI skills blah blah blah

Ok...? There is no input box to interact with "Now Assist" or the "Virtual Agent", it's just like a marketing blurb for some other feature.

dwood_dev3mo ago

F500, we have a pretty custom ServiceNow, but all I do is put the ticket or any other identifier in the search box and go. Takes 2 seconds to be in the ticket. Granted, that interface sucks too, but I suspect your main problem is internal to your org and the people that configured your ServiceNow.

janstice3mo ago

Your system was configured by muppets if you don’t have a search box - it’s a massive beast that like all enterprise-grade software is a toolbox for you to bend to your will, but the downside is that if your configuration people don’t have empathy for the users (and looking at you especially, contract architects) you end up with a system that is optimised for whoever talks with the vendor, and not for anyone else.

T0Bi3mo ago

What? Unless someone actively removed the search field, you should have quite a big search field in the top right corner, where you can basically search for anything you'd need.

andreasha3mo ago

This works https://company.service-now.com/task.do?sysparm_query=number...

heyheyhey3mo ago

> my dashboard page didn't load, then it told me there are no open tickets in the system, then clicking on a different ticket number to open it didn't do anything, and then the server stopped responding.

Like all SaaS in-house implementations, this is entirely on how your company's ServiceNow developers.

I've worked on multiple SNOW implementations and things can go really bad when you go crazy with the customizations.

rgovostesOP3mo ago

Your comment makes me understand the product even less. So it’s SaaS where you have to develop it yourself? What exactly is the company providing? Why do its customers simultaneously want to outsource this to a vendor and then spend resources customizing it down to the level of “basic CRUD operations work” and “the user sees a search field”?

inkyoto3mo ago

ServiceNow is a platform-as-a-service (PaaS), not a SaaS, that allows development of new products on top of it.

At its core, there is a workflow management engine that third parties can use to implement their own, stateful, process centric products and services.

We have ServiceNow proper (the CRM) and a completely unrelated to CRM third party product that we have purchased and which is implemented on the ServiceNow platform. Both have nothing to do with each other and are used by different business users.

heyheyhey3mo ago

You don't develop it, you develop on it. SN provides the underlying software, implementations, hosting, upgrades, etc. Salesforce is another example of this.

T0Bi3mo ago

Not to say that ServiceNow is great, but not being able to type the number into the search bar (top right) sounds more like a user issue than anything else.

j / k navigate · click thread line to collapse

0 comments

rwmj3mo ago

Yes! It always amazes me there seems to be no obvious URL scheme for servicenow.sadcompany.com/<ticket-number> Like, did the developers forget to implement that?

rgovostesOP3mo ago

Yeah, and there's no search field, either. Surely, this is my misunderstanding and I should click the "Show Help" icon for a product tutorial, right? This pops up a window saying:

> Now Assist offers real-time guidance and support for users seeking help with Virtual Agent. This feature’s generative AI skills blah blah blah

Ok...? There is no input box to interact with "Now Assist" or the "Virtual Agent", it's just like a marketing blurb for some other feature.

dwood_dev3mo ago

janstice3mo ago

T0Bi3mo ago

What? Unless someone actively removed the search field, you should have quite a big search field in the top right corner, where you can basically search for anything you'd need.

andreasha3mo ago

This works https://company.service-now.com/task.do?sysparm_query=number...

heyheyhey3mo ago

Like all SaaS in-house implementations, this is entirely on how your company's ServiceNow developers.

I've worked on multiple SNOW implementations and things can go really bad when you go crazy with the customizations.

rgovostesOP3mo ago

inkyoto3mo ago

ServiceNow is a platform-as-a-service (PaaS), not a SaaS, that allows development of new products on top of it.

At its core, there is a workflow management engine that third parties can use to implement their own, stateful, process centric products and services.

heyheyhey3mo ago

You don't develop it, you develop on it. SN provides the underlying software, implementations, hosting, upgrades, etc. Salesforce is another example of this.

T0Bi3mo ago

Not to say that ServiceNow is great, but not being able to type the number into the search bar (top right) sounds more like a user issue than anything else.

j / k navigate · click thread line to collapse