ServiceNow Monthly Maintenance

Mike KauffmanServiceNow is a resilient and powerful platform. However just like any other application or environment, ServiceNow needs reoccurring maintenance in order to ensure proper code function and to prevent data issues. As part of our ManagedNow services, we can create knowledge base articles that detail the maintenance steps, create a schedule, then auto-generate reoccurring incidents to execute the maintenance plan.

In this article, you’ll learn how to setup this reoccurring incident based on a schedule of your choice. This involves creating a template, knowledge base article, and a scheduled entity generation record. This instructional article details the changes needed by the ServiceNow system administrator to create and customize the maintenance plan based on company needs.

***The customer should substitute “instance” with their ServiceNow instance name for all the following “https://instance.service-now.com” links.

Template

Adjust this template depending on your ServiceNow instance setup:

Name: ServiceNow Monthly Maintenance
Table: Incident
Global: true
Short Description: ServiceNow Monthly Data Maintenance
Template:
Short Description is Monthly Data Review
Additional comments is

Follow maintenance steps detailed in this KB article:

https://instance.service-now.com/kb_view.do?sys_kb_id=3d00d438db402200ef9dda11cf96195f

Scheduled Entity Generation

Name: ServiceNow Monthly Data Maintenance
Run Monthly
Day 1
Time Hours 00 00 00
Generate This: ServiceNow Monthly Data Maintenance

Knowledge Base Article

Adjust this KB article depending on your company needs. Some of these issues may be resolved by scripting, others require manual review.

User Account Review

1. Review Local User Accounts

Verify local accounts are correct and in good standing.

https://instance.service-now.com/sys_user_list.do?sysparm_query=sourceISEMPTY%5Eactive%3Dtrue

2. Open Tasks with Assigned to Deactivated

Reassign tasks where assigned to is deactivated.

https://instance.service-now.com/task_list.do?sysparm_query=assigned_to.active%3Dfalse%5Eactive%3Dtrue

3. Approval on Closed Tasks

Delete approvals as necessary.

https://instance.service-now.com/sysapproval_approver_list.do?sysparm_query=sysapproval.active%3Dfalse%5Estate%3Drequested

4. Approver is deactivated

Reassign approval or reject as needed.

https://instance.service-now.com/sysapproval_approver_list.do?sysparm_query=approver.active%3Dfalse%5Estate%3Drequested

5. Caller is deactivated

Close incident as needed.

https://instance.service-now.com/incident_list.do?sysparm_query=active%3Dtrue%5Ecaller_id.active%3Dfalse

6. Requested Items for deactivated users

Withdraw items as needed.

https://instance.service-now.com/sc_req_item_list.do?sysparm_query=active%3Dtrue%5Eu_requested_for.active%3Dfalse

7. Group Manager No longer Active

Set to active user

https://instance.service-now.com/sys_user_group_list.do?sysparm_query=manager.active%3Dfalse%5Eactive%3Dtrue

8. Users without email addresses

Update email address as needed

https://instance.service-now.com/sys_user_list.do?sysparm_query=active%3Dtrue%5Eemail%3DNULL

9. Users without user id

Update user id as needed

https://instance.service-now.com/sys_user_list.do?sysparm_query=active%3Dtrue%5Euser_nameISEMPTY

Licensing and Access Review

1.Review User License Utilization

Review Licenses compared to your license agreement

https://instance.service-now.com/sys_user_list.do?sysparm_query=active%3Dtrue%5Esys_idINjavascript%3AgetRoledUsers()

2. Review Admin Access

Restrict admin access as needed.

https://instance.service-now.com/sys_user_list.do?sysparm_query=active%3Dtrue%5Eroles%3Dadmin&sysparm_first_row=1&sysparm_view=

3. Tasks Created in Development Instances

Verify users are not accidentally using the wrong instance.

https://instance.service-now.com/sys_user_list.do?sysparm_query=active%3Dtrue%5Elast_login_timeONLast%20month%40javascript:gs.beginningOfLastMonth()%40javascript:gs.endOfLastMonth()

4. Check Default Update Set for admin usage

Verify admins are using update sets.

https://instance.service-now.com/sys_update_set_list.do?sysparm_query=nameLIKEDefault

Open Task Review

1. Review Old Approvals

Reject old approvals as needed.

https://instance.service-now.com/sysapproval_approver_list.do?sysparm_query=sys_created_on%3Cjavascript%3Ags.monthsAgoStart(3)%5Estate%3Drequested

2. Requested Items not closed correctly

Check if Requested items are being closed correctly via workflow.

https://instance.service-now.com/sc_req_item_list.do?sysparm_query=active%3Dtrue%5EstageLIKECancelled

3. KBs without Tree View

Knowledge v3 articles with Tree view

https://instance.service-now.com/kb_knowledge_list.do?sysparm_query=kb_category%3DNULL

4. Check expired KB articles

Adjust Valid to date on articles as needed.

https://instance.service-now.com/kb_knowledge_list.do?sysparm_query=valid_to%3Cjavascript%3Ags.daysAgoStart(0)

5. Check Warning Log

https://instance.service-now.com/syslog_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.daysAgoStart(0)%40javascript%3Ags.daysAgoEnd(0)%5Elevel%3D1

6. Check Error Log

There should be a low number of errors in the error log.

https://instance.service-now.com/syslog_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.daysAgoStart(0)%40javascript%3Ags.daysAgoEnd(0)%5Elevel%3D2

7. Check Requests with all closed Requested Items

See Script

8. Check Feedback

Update KB Articles as result of feedback.Make sure feedback is noticed by relevant groups.

https://instance.service-now.com/kb_feedback_list.do

9. Tasks with inactive assignment groups

Adjust tasks with active groups

https://instance.service-now.com/task_list.do?sysparm_query=assignment_group.active%3Dfalse%5Eactive%3Dtrue

Data Import Review

1. Review Data Imports working correctly

https://instance.service-now.com/sys_import_set_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.daysAgoStart(0)%40javascript%3Ags.daysAgoEnd(0)

2. Check Email Log

https://instance.service-now.com/sys_email_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.daysAgoStart(0)%40javascript%3Ags.daysAgoEnd(0)

3. Check Mid Servers and verify operational

https://instance.service-now.com/ecc_agent_list.do

Planned maintenance allows you to create, schedule and automatically create incidents that will prevent issues and maintain the stability of your ServiceNow platform. We recommend you incorporate this important function into your ServiceNow best practices.

Planned maintenance is part of the Virteva ManagedNow Services.