Service Now Widget

gadbekr

We just started using the Service Now Widget and I noticed there is no way on the widget to select just to show Open Incidents.  I think it would be beneficial to have the option to adjust what Incidents you can show on the widget. We prefer to see only the open or works in progress.  It would be cool if you could select which status you wanted to see.  So not just open and not just work in progress but maybe.....open, work in progress, and pending vendor.  

nickreilly12

We've been working on something similar. The only way we've found around this is to use a custom table with SQL datasource. The query you need is this;

SELECT
a.State AS Status,
a.AssignedTo AS Assignedto,
a.Description AS Description,
CONCAT ('',a.IncidentNumber,'') AS Incident,
n.Caption AS NodeName
FROM SNI_AlertIncidents a
JOIN AlertObjects o ON a.AlertObjectID = o.AlertObjectID
JOIN Nodes n ON o.EntityCaption = n.Caption
WHERE a.State NOT IN ('Closed','Resolved')
ORDER BY a.IncidentNumber DESC

You then have to add the columns in whichever order you want but you need to make sure you enable the "allow HTML tags" option on the Incident column or the link to your SNOW ticket won't work. You can change the WHERE clause to filter exactly what you want to see.

Oh, and make sure you change the relevant time to something other than "today". I've set ours to the last 2 years to make sure we never miss anything.