my name is Jason Miller founder batsmen our solutions and we're about to unlock the power of service now like to start off by thanking all 3051 subscribers in over 80 countries globally if you believe in transferring knowledge to those who need it most please click Subscribe your user data will not be transferred to anyone outside of Aspen now without your consent hey everyone I just want to start off today by noting that I do have the resumes of a couple of people who are laid off they are ServiceNow professionals also have the resume of an individual who has a background implementing Microsoft Azure so if you are organization and need is some some talent please just let me know and I'll go ahead and hand those resumes over to you and there's no charge with that completely free I'm just trying to help people out and this this strange time that we're going through right now so if you are employed just be thankful that you're in this in this great profession of ours helping our customers out get things done alright so today what we're going to talk about is the incident management application and how we can enhance it to track things like if a priority changes an assignment group changes an assigned to changes category changes or state goes into pending and we want to count how many times that occurs throughout the lifecycle of the ticket now these are requests that I've received oh I don't know probably from day one and I've been planning this platform so what I did was I created these fields that you see right here which are all integer fields and we can go ahead and take a look at the other fields now so I created five dictionary entries again this is what we're looking at right now is incident dot config or if you were in the actual form itself scoot this over here and we right-click go to configure all that's another way to get to this screen here that we're looking at so right here I'm on the dictionary entries tab so I created five for each one of those they're all integer fields so type is integer the default value is zero and then I've implemented business rules to go ahead and count every time one of these changes and I'll show you the different conditions that I use because I think that'll be very helpful in getting a good understanding of how this works so and we can just preview the the five that I'm about to show you so one is state changes to on hold there's a priority change counter and assigned to this one I or these two down here I called kovat 19 and and we'll see how the conditions were put in business rules okay so I'm just gonna use this new new record here and we'll see that mmm this is a new record nothing really special about it I don't have anything mandatory here I have these as read-only because I thought you know it's probably a good idea to make sure no one can manipulate these so I'm gonna save this record and now this is this new record will go away great generally you'll have your incident number up here I think I changed a display value on this table or mess with it somehow and I don't maintain it separated my environment so that kind of got hosed so we don't really have a category or anything going on here so this is very unlike your your normal environment so the first one we're gonna take a look at which is what everyone wants to know is like how many times does it take a go on pending alright so right now we have a status of new and then what we're going to pay attention to right here is the pending counter fields so when I change it I'm gonna change to on hold that's the condition I have so if we take a look at the actual business rule itself I did state he goes on hold I was a little bit lazy here I didn't have I don't know I don't have enough energy to create just a solid pending one I have a pending supply or in a pending shipment but the gist of it is state and our operator is no note this right here changes to on hold when is it running before an update now when you create a business rule and you don't have this advanced check mark here you're not gonna see that before so I just want to note that and I did the in the advance here that's why I need this opened up right that's why it's advanced is because I need to script this out so what I'm saying here is current that upending counters them the field and then add one to it every time this conditioner this filtering condition occurs right so if we go back to our incident here I'm gonna change this to on hold and now when I hit save and we'll see that our pending counter changes to one hmm okay so that was our first one our second one is priority change so what are the conditions here almost the same thing priority changes to one mmm and then our advances current that you prior to change count it will increase by one great so we're going to change impact I remember priority most of your operations are probably going to use this impact urgency matrix here to influence priority so we'll click Save and then we'll see that changes there right so then our third one here assigned to changes so this one I made sure that assigned to is not empty in addition to changing and then also it's on update again our advanced condition here is going to be current assigned to change count or whatever the the field name is and same thing plus one so we'll go back to our incident mmm I'm gonna add myself here I'll just put an IT admin that'll work okay so assignment group is mandatory when I do that right but I got this handy little disabled mandatory field so I'm gonna do that just to make this work without having to fill out the assignment group okay fantastic so now we saw that one change right right here now we get into a couple of unique ones and I thought for kovat 19 probably some of you have either set up a category or maybe an assignment group that's called kovat 19 so here I created one called or created a filter condition that says changes from so anytime it changes from kovat 19 to another group or could even go to blank right although the field that or the assignment group field I believe out of the box is mandatory so something would have to go in there right so if we take a look at this I'm gonna change it to kovat 19 just to start off here and we're gonna note that it does not change right so our assignment group should counter change it did not move now when I change her from assignment group kovin 19 until let's say Aspen now we can go ahead and hit save and now will note that it changes right so that that's one place where you're gonna want to you know kind of experiment with those conditions and again you know I was doing that that one on on update so that's pretty much the way we would play this and then our last one is category change this one will see your this has a lot of conditions here and basically what I'm saying is when the category if we take a look at the categories here see we have I don't know three four five six seven eight so we have eight categories here so and not not including none right so for a kovin nineteen that's what we're tracking we're saying it has to change from kovat nineteen from one of these right so the scenario is this when it first comes in someone we're gonna categorize it and then if it changes the kovat nineteen from there then we want to go ahead and do the same thing with the advanced right when i go ahead and out that so in this instance if it goes from none to Kovac 19 let's watch what happens so we have none here now we'll change it to cope at 19 and we'll hit save nothing happens right perfect because what we're trying to track here is if the the ticket was basically I don't want to say misdiagnosed but we want we're trying to attract every time it changes it gets the category changes after the initial one so sometimes you'll get requirements like that like I don't want to attract the initial categorization but we want to track it after the initial one and see if it changes so now if I change it to category 2 kovat 19 we'll hit save and then we had a fill in there so I hope that helps you out in your daily operation but I thought those are the top five that I've received in the past and you know if you learn something today about the filter conditions or just you know how to make the integer field kind of counts go up a number go ahead and click like and feel free to share the video my name is Jason Miller founder of ask for now solutions and we just unlocked the power of service now