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GETTING HELP FROM THE SERVICENOW COMMUNITY
January 20, 2020 Tim Woodruff
As I mention in my recent interview with Robert ‘The Duke’ Fedoruk (9:46), I
truly believe that the highest calling of mankind is to learn, and then to
teach.
I’m far from the only person in the ServiceNow developer community who feels
this way! This fact is obviated by the incredible community of new and seasoned
administrators, developers, and architects who are constantly trawling the
community and just looking for ways that they can contribute.
That said, if you’ve spent much time in the community, you may have noticed that
some questions go completely un-answered, while some elicit dozens of responses
within the first hour; and some that receive dozens of responses, are mostly
comprised of questions with no real answers.
This article aims to help explain why that is, and to help you ask better
questions, more clearly, and get accurate help effectively. If you read this
article carefully, you should come away with an understanding of:
* What leg-work you’re expected to do, before asking a question
* What information you need to provide in your question, in order for us to
help
* How to format your question so that it’s easy to read and understand
* Some tips for phrasing your question in a way that makes it clear what you’re
trying to do
If you see someone posting a question which doesn’t follow the guidelines
mentioned in the Guide to Getting Help section of this article, link them to
this article (gettinghelp.snc.guru) and tell them which rule they’ve violated!
When I use the word “rules” in this article, I mean that in a lighthearted kind
of way. “Violations” of these rules are not cardinal sins, and aren’t even
always wrong. These “rules” are really just guidelines
> Pro-tip: To link directly to the “Rules” section of this article, use
> rules.snc.guru.
--------------------------------------------------------------------------------
COMMUNITIES
There are loads of great resources for learning about the ServiceNow API,
getting basic ServiceNow training, and learning about the platform in general;
but when you get stuck, where can you ask questions?
Well, if you’re willing to follow the guidelines below, there are several great
resources for getting help. Here are a few of them:
* The official SN Community forums
* Pros: Permanent (or semi-permanent). Large community. Decent text
formatting options.
* Cons: Responses can be slow, and much of the community is disillusioned by
the Community forums due to the slowness of responses from question askers,
and the tendency of askers to “abandon” threads and not mark answers as
correct. Posters often fail to mark answers as correct, which negates some
of the “gamification” that might otherwise make you want to participate and
help out on the forums despite its issues.
* The unofficial SN Dev community Slack
* Pros: Fast responses. Large community. Better thread support
* Cons: Lack of history (messages disappear after a short while). Large
community also means the channels can “flow” very fast, and some things are
missed.
* The unofficial SN Dev community Discord
* Pros: Relatively fast responses. Permanent history (easily searchable).
Breakout voice/text/screen-share ‘rooms’ that can act like super-threads
and/or group voice/screen-share channels for live help when necessary.
* Cons: Smaller subset of the community, fewer eyes may be on your question
(depending on the time of day).
--------------------------------------------------------------------------------
OTHER RESOURCES
This article will cover some specific points that are unique or perhaps more
specific to the ServiceNow developer communities, and ServiceNow in particular.
That said, we’ll also cover some pointers for “asking good questions” as a
developer in general. We’ll probably repeat a lot of the sage advice mentioned
in some of the existing articles on the topic of asking good questions as a
developer; so, to give credit to those that came before, here are some other
articles and resources which have also aimed to help developers ask better
questions, and get help more effectively:
1. Bianca Vaccarini’s Community blog post: How to Write Questions that will get
Good Quality Answers
2. Jace Benson’s article: How to get help faster on Community
3. freeCodeCamp’s article: Read, Search, (Don’t Be Afraid to) Ask
4. StackOverflow’s help articles: How to ask a good question, and How to create
a Minimal, Reproducible Example
Please do feel free to read some of those articles too, as some will cover
things that this article doesn’t, and others may have far more detail.
--------------------------------------------------------------------------------
GUIDE TO GETTING HELP
Below, you’ll find some basic “rules” for getting help and asking effective,
clear questions that make it easier for others to help you. When a rule applies
mainly to a specific platform, that will be noted at the beginning of the rule.
While you peruse the guidelines below, also consider reading this excellent
episode of the ServiceNow Podcast CJ & The Duke. In this episode, they discuss
and share some sage advice about how to get help from the community, what steps
you need to take before reaching out, and how to interact with those you’re
trying to get help from, in a way that’s most likely to get you the help you’re
looking for.
Getting the Help You Need For ServiceNow
CJ & The Duke
1. First and foremost: Try to solve your own problem first! This is probably
the most critical step.
This not only might save yourself and others a lot of time, but will show
people that you’ve done your due diligence, and are therefore someone who’s
going to be much easier to help.
1. The bare minimum version of this, is searching Google for your problem.
Try a few variations on your query.
1. Imagine you were going to post your question to the community. What
would you title your post? Try entering something similar to that
into Google, and see if anyone’s asked a similar question!
2. This is most effective when combined with rule #2.
3. If people can see that you're not trying to help yourself, they'll stop
trying to help you!
Demonstrate that you've at least tried to solve the problem on your own,
by telling us what you've done and linking any articles you tried to use
for help, including how you adapted them for your specific use-case and
any specific code you used (see rule #2)
2. Always include any steps you've already taken and any articles you've tried
to use to solve the problem, including all of the exact code that you've
used.
1. When mentioning steps you’ve already tried, don’t just say “it didn’t
work”; tell us exactly how it didn’t work. Mention what you expected to
happen, and exactly what actually happened. Include screenshots if
possible. The more we know, the more easily we can help!
2. Include any specific errors, messages, or other behavior you noticed
when trying your solution(s).
3. If you didn’t find anything useful for your problem when searching
Google, consider mentioning the exact search terms you used.
3. Always post your code when asking a question about code.
Don’t say “hey, I’m trying to hide a field using .setDisplay(‘field’,
false) but it’s not working”
Instead, I mean, do say that, but then also include the entirety of the
code so we can see that you’re using g_user.setDisplay() instead of
g_form.setDisplay(); or that you’re using .setDisplay() on a line that will
never actually run because it follows some code that has both an if and an
else block, both of which have return statements in them.
Point is - post your code, and post your complete code. It really helps us,
help you!
1. No, I said post your code; don’t post a screenshot of your code - or,
god forbid, please don’t post a cellphone photograph of your screen with
your code on it… ever. Please.
4. When posting your code (which you should always do, if the solutions you’ve
tried involved code), always be sure to format your code properly on the
platform you’re posting it on. Never just hit CTRL+V and post - always use
the formatting tools at your disposal.
If you’re not sure how to format code on a given platform, here’s a quick
primer:
1. Discord & Slack: If your code is a single line, wrap it in backticks
`like.so()`. For muti-line code blocks, use three backticks before and
after your code block ```like so```.
1. Backtick is the same key as tilde on your keyboard (but without
holding Shift); probably right above Tab, and below Escape.
2. On Slack, you can also select/highlight your code, and press
CTRL+SHIFT+C to format a single line of code, or CTRL+ALT+SHIFT+C to
format a multi-line code block.
2. Community forums: When posting a question or reply on the SN Community
forums, in the rich-text formatting bar at the top of the editor, you’ll
see an “Insert/Edit code sample” button that looks like a semicolon
wrapped in curly braces ({;}). Click this button to open a dialog in
which you can select a language, and paste a multi-line code snippet.
For single-line code, click on the drop-down at the top-left of the
editor that says “Paragraph”, and select “Preformatted” with your
single-line code selected.
5. When you post a question, respond to clarifying questions in a timely
manner.
1. Don’t ask the question if you don’t have time to be responsive to people
trying to help answer it. Instead, wait until you can have a
back-and-forth with anyone who replies, in a timely manner.
There’s little that’s more frustrating than trying to help someone who
has apparently abandoned their own question only minutes after posting
it.
2. This is especially important on Slack and Discord, where real-time
communication is expected.
6. Ask specific questions; not generic ones.
Sure, some level of generality is fine, but posting a question like “I’ve
never set up Discovery before. How do I do it?” is asinine.
1. Before posting a question, think about how it could possibly be
answered.
If someone asked you “I’ve never cooked food before; how do I do it?” -
you might rightly be annoyed. In addition to making it clear that the
person hasn’t even bothered to do the bare-minimum by googling their
question and learning a little bit about some of the basic techniques of
cooking, they’ve also asked an essentially unanswerable question. There
is no way to answer such a vague and unhelpful question without writing
nearly an entire book on the topic, or asking dozens of follow-up
questions to get at some of the specifics of what they’re actually
trying to do, and providing information and resources on those specific
things one-by-one. (See rule #6)
2. Remember: the community is not paid. We’re all just fellow nerds who
learned the same way you are, and who are grateful to the community that
existed back in those days, so we’re trying to give back by helping the
next generation of developers just like we were helped.
So please, don’t make it so we have to pull your teeth out, as it were,
just to get a hint of what you’re actually asking, so we can help you.
The harder you make it to help you, the less likely you are to get
quality help, or any help at all.
7. Don’t ask questions that require clarification.
(Note: Do ask them; just include enough information that it hopefully
shouldn’t require any further clarification of what you’re asking. Just do
your best. ♥)
1. This is similar to rule #5, in that you should carefully consider how
the question could be answered, given the information you’ve provided.
2. Nobody expects you to already know the answers to your own questions,
but think carefully about whether you’ve provided enough information for
someone to be able to answer your question, or if they would have to ask
you a bunch of follow-up questions.
1. If I ask “How do I compare the values in two fields in a script?” -
you can’t really answer that question without knowing more.
Is it a client-side, or server-side script? - Are they the same type
of field? - What have you already tried?
Any obvious questions that someone is likely to ask, should be
answered by you, preferably in the same post as the question, or at
least in an immediate reply on the thread.
8. Slack & Discord: When posting a question, write out the entire question -
carefully and thoughtfully - and then press Enter.
This applies to responses within threads as well as to your initial
question. Try to respond adequately and thoroughly within one message at a
time, even if you respond to multiple people and questions in a single
reply message.
1. Do not post your question in 5 separate messages, like “Hey guys”
[enter] “I have a question” [enter] “I’m trying to get this script
working…” [enter] (and so on…).
This is really annoying for several reasons; one of which is that this
can spam people with notifications. It also makes it unclear which of
the multitude of messages should be the base for the thread about your
question. Finally, it also clutters the channel and makes it much harder
to follow and parse, especially if someone asks another question in
between two messages you posted about your question.
2. A single question should have a single base message and a single thread.
There are very few exceptions to this.
9. If responding to a specific person, tag them.
If responding to a specific question or comment that isn’t the one
immediately preceding your reply, quote it.
1. This makes the thread of conversation and your responses much easier to
follow, for anyone who doesn’t see your question immediately, but comes
in looking to help a bit after it was initially asked.
2. This also makes sure that the person who said the thing you’re
responding to, knows you’ve responded to them.
10. Don’t abuse tags or DMs. Tag people who are part of the conversation, but
do not just automatically tag anyone who you think might be able to help.
We all have day-jobs, and volunteer our time for helping the community when
we can. Tagging specific people just because you’re not getting an
immediate response is extremely rude and presumptuous. Those people are
busy, too.
This applies equally to tagging someone within a channel, and DMing someone
who hasn’t asked you to (especially since moving your question to DMs means
nobody else can see the answer and troubleshooting process, so nobody else
can learn!)
There are two primary exceptions to this rule:
1. If someone’s given specific permission to tag them in this way.
1. But, don’t ask someone if you can tag them on all of your questions
just because they’ve been helpful.
2. If you happen to know that someone is an expert on the specific topic
you’re asking about, and your question has gone un-answered for long
enough that it’s scrolled at least two “pages” so it’s no longer visible
in the main channel without scrolling by a good margin.
11. If you find a solution elsewhere, post the answer to your own question.
Never, ever just say “nvm figured it out lol”. Tell us how you figured it
out.
1. This is one of the ways that you can give back to the community even
before you can tackle other peoples’ questions on your own.
12. Give credit to those that help you.
1. Community forums: If someone posts an answer that’s correct, mark it as
correct. Failing to do this is a massive breach of community etiquette.
2. Slack/Discord: If someone helps you, tag them and add “++” after their
name.
For example, my username on Slack is @Professor, so if I help you out,
you might post a reply on your question’s thread, that says @Professor
++.
1. The points are meaningless, but they are tracked, and are just a nice
way to say “thank you” to someone who’s helped you.
2. Unlike on the community forums, using “++” on Slack or Discord
doesn’t mean that an answer was “the singular correct answer”. It
simply means that a response was helpful. You can give away “++”
points like candy to everyone who was helpful within a thread, even
if they didn’t end up answering your specific question.
13. Do not try to get the community to do your job for you.
Nobody should be expected to know everything, but if you’ve never written a
single line of JavaScript before, you should be taking a JS course; not
asking questions that can be easily answered by Google.
If you’ve never done ServiceNow development before, you should be taking
some SN Dev training or reading a book on the topic, not copy-pasting from
your requirements doc into the community and expecting someone to literally
do your job for you for no pay.
1. If you’re being paid to do something, you should have some idea of what
you’re doing; but that doesn’t mean it’s your fault if you don’t know
something yet! Just don’t expect the community to do it 100% for you,
start-to-finish.
Instead, ask your manager to provide some budget or resources for
training! As I mention in my article on ServiceNow as a career-path,
this is a perfectly reasonable request!
2. Not knowing how to do something specific is not the same as trying to
get the SN dev community to do your job for you. If you have a specific
question, please don’t let this point scare you off from asking it!
Remember that impostor syndrome is real, and if you ever feel like “I’ll
never be a real developer!” - realize that most of us (myself included)
felt the same way at some point.
All that rule #12 is asking, is that you try to use the resources at
your disposal to try to learn the basics and solve your own problems
before you come to the community asking for us to help you, and try to
avoid asking questions that are tantamount to “do it for me”.
14. Tell us not just what you’re trying to do, but why you’re trying to do it.
1. Maybe we know a better way. Maybe it’ll help us understand your
situation better. Maybe we’re just curious. In any case, this is crucial
information to include in most questions, especially ones of a complex
nature.
2. For a more detailed explanation as to why this rule is so important,
check out http://xyproblem.info/!
15. Don’t just say “Hello”. Instead, get to the point. I realize that when
people send a separate message (and notification) with just “hi”, they
think that they’re being polite… but they are not. It notifies everyone in
the channel/message multiple times, and after the first one is a pointless
“howdy”, the rest will often just be ignored.
1. As annoying as a message that just says “what up” followed by a minute
or two of silence while you write your actual question is, it is ten
times more annoying to get a “bonjour”, and then have your
conversational partner just wait for you to respond.
2. Read https://nohello.net - this hilarious and extremely apt site will
guide you! I wanted to copy/paste a lot of their points here, but I’d
rather direct the traffic to their site - so please do check it out!
16. Post screenshots, but don’t crop your screenshots! — Or at least, don’t
crop them more than is absolutely necessary.
1. When asking for help, it’s very, very often a good idea to include a
screenshot of what you’re seeing; whether it’s an error message or a
field misbehaving on a form, or whatever - your words may paint a
picture, but a screenshot leaves nothing up for interpretation; and
while I believe that writing code and troubleshooting can surely be an
art, it’s not an artful idea that will help us help you. It’s facts.
2. By the way: Do not post screenshots of your code. This goes doubly for
cellphone pictures of your code. (Seriously, why do people do that?)
Just post the code! Copy and paste it. That’s all there is to it.
17. That which is bestowed to you, in the fullness of time, return to that from
whence it came.
Er, uh, that is… if the community helps you learn and grow as a developer,
try to return the favor whenever you can.
As a new developer, nobody expects you to answer a question for every one
you ask; but over the course of your career, try to return and help out
anyone you can now and then.
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Event-Driven Recursion
* September 2018
* Sep 18, 2018 Broken Queries & Query Business Rules in ServiceNow
* Sep 7, 2018 JournalRedactor - Easily Redact or Delete Journal Entries in
ServiceNow!
* July 2018
* Jul 23, 2018 Admin Duty Separation with a Single Account
* June 2018
* Jun 19, 2018 Improving Performance on Older Instances with Table Rotation
* Jun 4, 2018 New Free Tool: Login Link Generator
* May 2018
* May 29, 2018 Learning ServiceNow: Second Edition!
* April 2018
* Apr 17, 2018 Upgrading From Express to Enterprise: What's Missing
* Apr 12, 2018 If a Genie Gave Me Three Wishes, I'd Use Them All to "Fix"
Scope
* March 2018
* Mar 19, 2018 Service Catalog "Try in Portal" button
* Mar 15, 2018 Video: Custom Output Transition Conditions From a Single
Workflow (Script) Activity
* February 2018
* Feb 11, 2018 We have a new book!
* November 2017
* Nov 6, 2017 Requiring Attachments (& Other Miracles) in Service Portal
* September 2017
* Sep 12, 2017 Handling TimeZones in ServiceNow (TimeZoneUtil)
* July 2017
* Jul 27, 2017 How to Enable DOM Manipulation in ServiceNow Service Portal
Catalog Client Scripts
* June 2017
* Jun 25, 2017 What's New in ServiceNow: Jakarta (Pt. 1)
* Jun 4, 2017 Powerful Scripted Text Search in ServiceNow
* May 2017
* May 9, 2017 Work at Lightspeed: ServiceNow's Plan for World Domination
* April 2017
* Apr 9, 2017 Avoiding Pass-By-Reference Using getValue() & setValue()
* Apr 4, 2017 "Learning ServiceNow" is Now Available for Purchase!
* March 2017
* Mar 12, 2017 reCAPTCHA in ServiceNow CMS/Service Portal
* December 2016
* Dec 20, 2016 Pro Tip: Use updateMultiple() for Maximum Efficiency!
* Dec 2, 2016 We're Writing a Book!
* November 2016
* Nov 10, 2016 Chrome Extension: Load in ServiceNow Frame
* September 2016
* Sep 7, 2016 Force-Include Any Record Into an Update Set
* Sep 1, 2016 GlideRecord Pagination - Page through your GlideRecord query
* July 2016
* Jul 17, 2016 Granting Temporary Roles/Groups in ServiceNow
* Jul 15, 2016 Scripted REST APIs & Retrieving RITM Variables via SRAPI
* May 2016
* May 17, 2016 What's New in Helsinki?
* April 2016
* Apr 27, 2016 Customizing UI16 Through CSS and System Properties
* Apr 5, 2016 ServiceNow Versions: Express Vs. Enterprise
* March 2016
* Mar 28, 2016 Update Set Collision Avoidance Tool: V2
* Mar 18, 2016 ServiceNow: What's New in Geneva & UI16 (Pt. 2)
* February 2016
* Feb 22, 2016 Reference Field Auto-Complete Attributes
* Feb 6, 2016 GlideRecord & GlideAjax: Client-Side Vs. Server-Side
* Feb 1, 2016 Make Your Log Entries Easier to Find
* January 2016
* Jan 29, 2016 A Better, One-Click Approval
* Jan 25, 2016 Quickly Move Changes Between Update Sets
* Jan 20, 2016 Customize the Reference Icon Pop-up
* Jan 7, 2016 ServiceNow: Geneva & UI16 - What's new
* Jan 4, 2016 Detect/Prevent Update Set Conflicts Before They Happen
* December 2015
* Dec 28, 2015 SN101: Boolean logic and ServiceNow's Condition Builder
* Dec 17, 2015 Locate any record in any table, by sys_id in ServiceNow
* Dec 16, 2015 Detecting Duplicate Records with GlideAggregate
* Dec 11, 2015 Array.indexOf() not working in ServiceNow - Solution!
* Dec 2, 2015 Understanding Dynamic Filters & Checking a Record Against a
Filter Using GlideFilter
* October 2015
* Oct 20, 2015 Bookmarklet: Load the current page in the ServiceNow frame
* August 2015
* Aug 27, 2015 Easily Clone One User's Access to Another User
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COMMENTS (1)
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Preview Post Comment…
yerubandi kiran kumar 8 months ago Pending Awaiting Moderation · 1 Like
How to create a report in PA that will give the number of days taken to complete
the each RITM
I need the report like below
RITM DAYS
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