[Music] hi everyone welcome to glide fast and fair code on air i'm lauren jankowski the marketing manager here at the ferro code and glidecast and i'll be moderating today's webinar new in paris feature deep dive and demo of standard ticket page before we get started we'd like to give you some background information on glidecast and ferrocode as sister companies glidecast and faircode both offer cutting edge technology services glidefast is a consulting firm dedicated exclusively to servicenow and was honored to recent and was honored to recently be named number 341 on the inc 5000 list of the fastest growing private companies in america ferrocode provides technology services managed services and staff augmentation to federal state and local government organizations veracode is proud to have partnerships with a variety of different technologies and recently achieved servicenow elite partner status as a perk of attending today's webinar we'll be giving away a 50 visa gift card we'll announce the winner at the end of today's session so be sure to stay on for the whole webinar i'm excited to hand things over to our presenters for today david arbour is a service delivery manager and senior architect here at glidefast he has over five years experience on the servicenow platform he specializes specializes in custom apps and portals with top of the line front end skills paul group is a service delivery director here at glidefast with over eight years of experience on the servicenow platform starting out as a servicenow customer working as a help desk analyst paul has a range of knowledge across the entire platform now i'd like to hand things over to paul to kick us off so as lauren said i'm paul group i'm the service delivery director here at glidefast so we are going to kind of jump right in here so today's topic is around the you know new in paris current tickets page um and and what they've got kind of coming out in paris so one of the uh you know this is kind of looking at what we currently have today so you can see here we have you know just a screenshot here of what the current incident uh you know ticket page looks like from the service portal and then also what hr looks like you know there's no consistency the unit it's not a uniform layout across the platform which a lot of customers are really looking for they want to make it look like you know you're in one place it all looks the same and be able to kind of show and pull in and pull out the different data points and attributes of that ticket and it's very you know it's helpful because each type of tip it would be an hr case or an incident or you know anything else you want to be able to show what's pertinent to that particular one so in the current world in order to accomplish that we have to basically clone the widgets and basically customize them which gives you you know additional time for any upgrades um you know your braking potentially out of box features um for each upgrade so that's something that really comes along with some technical debt to review during each upgrade so moving on to what the the new standard ticket page is so this is a new feature in uh the paris release you'll see here you know same kind of thing you got the hr ticket but look how uniformed it looks compared to the instant one so it gives kind of that you know uniformity across the platform for all your different ticket types and then the really cool thing is it's no longer something that you have to customize it's all configurable now so down to the different fields um and attributes from the ticket showing even to these different tabs you can see here how you know hr has the to do's uh you know listed here whereas whereas incident doesn't and then you have your subject person called out on your hr case or incident you know it's just a color so a lot more configurable um a lot less maintenance upgrade and really just you know overall much improved solution so at this point i'm going to go ahead and pass it over to david to really do a deep dive and and give you guys a good old demo sure uh hey everyone uh david arbor here let me share all righty okay uh so as paul uh stated i'm just gonna show you guys sort of um how this setup takes place um and in you know what we can do with a little bit of uh configuration with the new standard ticket page um so paul showed you what the uh what the ticket page looks like prior to uh paris um and like you said you had to do everything was was you know you had to clone the widget and customize everything if you wanted to change anything um so in uh in paris now we have what are called these ticket configurations um and they are task related only but they allow you to come in here and define a ticket configuration per table and so out of the box we have an incident one here right um and so there's different areas of this form um that correlate with the new uh with the actual new ticket configuration so let's go into an incident here in the portal okay so this is what paul was showing you um this is the new layout um you can see here that in our configuration record we have regions that are associated with that uh that layout so here is the info region which is on this tab here okay so it shows you these the fields that are showing on it right now and you can add more and you can show whatever fields you want to on here and they will show up as as new fields here that's pretty basic if you wanted to you could get more advanced here and actually create your own widget pass parameters into that widget from directly from your configuration here and it would display that widget in the info region so i am going to show you what it what a custom widget will look like in here but not here not in the info region so leave that as it is the next piece is the action region which is our button here so right now we have an action of resolve so one action um you'll see here i've already replaced this the widget with a custom widget which i named incident actions demo out of the box you have a close incident reopen incident and resolved incident actions that are part of the out of the box widget we've added one to provide feedback um after an incident is resolved um so that's what's in here in this custom widget i'll also show you um what we have here we have in this region um which is the tab configurations so out of the box you have the activity and attachment tabs that are part of this form uh when it when when you get paris that's what ships with it uh we added this resolution information um so just to show you why a little bit here so if you come in to a ticket here in with a new layout and as a customer let's say i wanted to resolve it i get an error here because i've not provided resolution code or close notes so you know you could you can approach that a couple ways typically you probably set that that hey if it's the customer coming in here and doing the resolution of the ticket we're just going to set that code to resolve by user and you know put some generic resolution notes in there so that's one path way to do it but instead of that we went ahead and created a widget here that will allow the end user to put in their own resolution code and resolution notes um and again when we hit resolve you can see they become uh mandatory so all of that's defined this entire tab everything is defined in uh the incident resolution info widget that i created here so this is a custom widget but it's not a clone or it's not you don't have to clone anything out of the box this is just a custom widget that we're popping in here so i pulled the same resolution codes that you would see um on on the in the other side in the ui the fulfiller ui um we're going to say close resolve by caller and give it another value here um i'm resolving this because i was able to figure it out on my own okay so a little note there um again now we should be able to come up here resolve so what what's happening on the back end is rather than you know setting something uh automatically behind the scenes this code here is communicating with the incident on the server on the the server side of the incident and pumping these values in to the incident saving it and then allowing the action to go through here from the portal so when we hit resolve we see now that our state is resolved and we see our resolution information is here if we reload we can see that that does stay in here too it wasn't just something that we captured sent to the server we're actually bringing information back from the server as well so that's how that works again this is this incident resolution info widget that i created for this demo oh by the way one thing that i found out when when doing this you have to have the snc external and snc internal roles set on your widgets that you put in this standard ticket page if you don't have hr or csm you can't select those roles so you have to actually do a clone of a widget that already has those roles if you don't have hr csm at least that's the workaround i found there may be other ones but that's what i found okay so um two other tabs here that we did want to touch up on are the attachments to the activity tabs these ship out of the box so you already have the activities that you have set up in your form view on the fulfiller side will show up here in your activities as well now it is customer centric so this is showing additional comments and not work notes because this is customer visible and attachments you can drag and drop or you'll pull in the old-fashioned way okay so now that our incident is resolved we should have another action here i'll show you again we added a new tab okay tabs called resolution information oh i'm sorry i did the wrong one i apologize we added a new action widget and it has an extra uh provide feedback okay so the out of the box uh incident widget basically only has these three resolve incident reopen incident closed incident we provided a new one to provide feedback it's very simple it's just here for demo purposes um but it doesn't show up until it is resolved so you saw the first time we went through this all you saw was the resolve uh action now we have one here for provide feedback because this is a resolved incident so this is going to show whether it's resolved or closed okay so our options here now are closed and provide feedback so let me show you real quick what we did with the provide feedback click it and we're going to get a a feedback pop-up that comes up again all of this is controlled by that widget that we created for this demo uh so let's say i was average right how would you rate your overall experience with us so what's gonna happen here uh whenever i hit okay is it's gonna save everything and you're gonna see this show up as a work notes on the incident here in the portal um you can do whatever you want with an action like this you could drive a survey off of this you could you know if it comes in poor you could you could uh create an incident off of it and have somebody reach back out to that user uh you all sorts of things that you can do with this we just wanted to demonstrate uh the fact that you can talk from this incident on the portal to the server um and you know have some action occur behind the scenes uh based on what we've put in here so we'll do okay and we see that our incident has saved and we have a new work note that says the latest feedback from the customer is average um we can do that again and again and continue to provide feedback in this little example there's no stopping it um but again we just wanted to really show everyone um what you can kind of do with this again keep in mind all of this is considered configuration because we've created widgets that we're attaching to this standard ticket page but we're not actually changing anything that shipped out of the box so it's a great really useful and maintainable tool that's been added here in paris um okay i think that completes my demo i think lauren we move to some questions and answers what other types of tabs can be created uh sure uh let's see um yeah so in there the tabs that come out of the box are um let me see there's the activity one that we showed you already uh that pulls in activities from uh the actual incident form there's attachments that we showed you as well there's a variable editor uh which i'm sorry it's read-only so it's called editor but it's read-only so that'll bring in variables if you're showing a rhythm it'll bring in your variables and then there's a variable summarizer which sort of puts the variables in a list rather than in field format and then the last one is what we showed you today which is custom and so when you select custom as your tab type uh it gives you a field to put a widget in and that's where we put our our custom widget for the um uh resolution information tab that we added awesome and maybe you can answer this one as well um what different kind of actions can you add sure uh so actions is really up to you right so i in the uh the widget that i showed you that came out of the box with this tool you had the oh i mean the closed incident the resolve incident and reopen incident actions that are all defined within the html of that widget that ships with the uh with the tool you can make that widget whatever you want it to be if you're gonna replace it with your own widget so all i did was make the copy of that initial widget added the provide feedback item in there as an action and went from there you could add as many as you want you can put conditions on them to show uh during certain states or at any point during the life cycle of the incident um so it's really one of those things where it's uh completely up to you but the ones that it ships with are the close incident reopen incident and resolve it awesome and paul maybe here's one for you uh when will the paris release be available awesome yeah that's a great question so paris release actually released today to general availability so you can start your upgrades now um and if you are interested you know the developer instances you can uh upgrade those as well they they've had those out there for a while but you just want to kind of you know get a feel for it you know feel free to get a developer instance and poke around but your general availability it was actually today so the parish release is officially uh launched awesome that's exciting um and david i think we got a question coming back from one of your answers were the action were the actions driven by ui actions from the back end no so completely different so those actions are all defined within that widget that you replace um and and drive from there um so all of the code all of the html for each of those actions is set up in that widget only awesome right and it looks like we have one more question um will this new standard ticket page be in use right after the upgrade or does a developer have to configure it to be used right so you're going to have it there when you upgrade it's going to be the standard ticket's going to you know be in your instance but if you're upgrading from uh something other than like if you know orlando or if you're not getting paris directly i should say then there is a plug-in for the page route map for standard ticket that you would have to turn on uh but that's the only setup that you're gonna have to do um if you're upgrading and not getting a new instance from paris awesome well that looks like all the questions that came in so thanks everyone for asking some great questions um and now we are going to announce our winner of the 50 visa gift card card if we could go to the next slide um and it looks like the winner is a motto sierra congratulations um your gift card will be emailed to you directly with the email that you registered for this webinar with um and if we go to the last slide i'd just like to thank everyone for attending today's webinar um we hope you enjoyed it and learned a bunch of new things and we hope you're excited for your paris upgrades if you have any more questions feel free to reach out to us on social media or email us at info glidefast.com to see more sessions visit our website and thanks enjoy the rest of the day