Create an monthly incident for reoccurring maintenance tasks on your ServiceNow instance. This helps keep your ServiceNow instance in good condition and prevent data issues.
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 Group Manager No longer Active Set to active user https://instance.service-now.com/sys_user_group_list.do?sysparm_query=manager.active%3Dfalse%5Eactive%3Dtrue 8.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 8. 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 4. KBs without Tree View Knowledge v3 articles with Tree view https://instance.service-now.com/kb_knowledge_list.do?sysparm_query=kb_category%3DNULL 5. 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) 6. 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 7. 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 8. Check Requests with all closed Requested Items See Script 9. 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 10. 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) 2. Check Mid Servers and verify operational https://instance.service-now.com/ecc_agent_list.do