hello good morning uh welcome to another live stream that's all right I'm going to give it another shot and get more comfortable with doing it so today um don't expect too much to be honest I'm not really selling it to you am I I'm just setting up for the day um what I might do actually is answer a couple of questions so uh people message me from time to time on email on my website or via LinkedIn so I might take a couple of those questions and uh and just run through let's see how it goes hey so welcome back um hope you're having a great what day is it today Wednesday um getting ready for knowledge that's happening next week um if you go in drop something in off perhaps I can have a chat with a couple of you while I'm sorting out the staff for the day um I'm not going just in case you you didn't know um so let's have a look let's do some some uh screen sharing first okay I'm on the right screen the first thing I'm going to do right is someone um someone message me I did a live stream the other week and someone messaged me about using a different Chrome extension to make it um a bit Dark theme I don't know make the contrast a bit better so I'm going to give that a shot and that is using this thing right so I'm going to see what this is might all go right let's relaunch all right well okay let's go with it just trust that I am still streaming everything just went blank okay so I'll give you a thumbs up if I'm still streaming so everything just went blank I might have just cut you off um hello in the comments there so that is what's that that's that's darker I'm assuming so let's have a go with this um yeah so one of the questions I've asked um the other day was yeah I could see good man cheers Harry always rely on you to be there up early with the kids are we um yeah someone messaging the other day about major internet workspace or workbench and I'll explain the issue that they're having right so if we've got a major incident oh hello it's all dark do I like that oh I don't think I like that but I'll try anyway do we want new no it's not going to a new let's go to a resolved one uh this is a PDI um which I finally got my hands on it's um it's a bit slow though here we go right okay view work bench I don't really like this dark thing this isn't sticking around um I'm not a dark theme fan although I've got Dark theme on teams now right okay so we've got a view bench oh it keeps coming up YouTube is not receiving enough video to maintain smooth streaming well I'm just gonna go with it and if it doesn't then then whatever I've already resigned myself to the fact that I've got to get fiber in overnight because the upload speed is not great I think I'm on like six and a half upload um and they dug up the road like a few weeks ago and put fiber in so I'm gonna have to I'm gonna have to go to that I'm expecting Harry now to go yes go for that I've got like 5 000 upload speed or something ridiculous um right okay anyway back to the the point major incident report um in the workbench you've got this post incident report and you've got things like overview finding the resolution this is all standard out of the box right the issue that someone was having is that when they're clicking edit it was loading um a modal like that but it was loading the incident form itself so full-on default incident form do it yeah cheers Harry um full-on incident form when I do it it just loads the section I'm on SO overview if we scroll down a little bit again this is all um out of the box bindings clicking edit it comes up with just the finding box right now I've got to be honest major incident stuff isn't necessarily my forte but I can tell you that when you click edit that is just going to be loading a different view of the form right so there'll be a view somewhere with some sections it's called major incident findings or something of that nature and when you click on it all the out of the box kind of workspacey type stuff the config will be saying load this View so my assumption if that view isn't loading is that it's going to it's probably not finding that specific view I'm cameras over there it's not finding that specific view so it's going to load default so I would assume that is the default view that is loading right um and you can you can validate that pretty simply um but just to go through the motion so we go to sections here so that's so that's my first um thing to mention is probably loading the default but if we go into sections and go well for the incident table we know that uh what have we got edit here we go right okay so we go edit there we go right major workbench edit overview that's the The View I was looking at or timeline or resolution notes if I open up that in a new tab this is my breakfast by the way excuse me hmm the other thing to check is that all these are untouched um if you open up this View this is the name here so again this is just me making assumptions because I'm not going to go fully into it if someone's changed that name or if someone's changed this view it's going to try and find this name go hang on I can't find it therefore I'm going to load default right so I would go here check this view exists check whether it's been renamed check whether someone's messing around with it or whatever and compare it to a PDI that's a great thing you can do is um get your PDI up and compare them side by side right so I hope that helped I'm sorry I didn't absolutely fix it for you you need some some context sometimes however I hope that helped what else have I been asked recently workflow no the other thing I got asked right and hmm this was like flow designer and it's not it wasn't a question of how do I do this in fact there's a theme with stuff that I guessed it's more it's supposed to do this but it's not um and this is one of the things that uh uh maybe I find quite a bit is that you've got all these training programs um you know these boot camps or whatever they always teach you happy paths because service now is this wonderful thing that always works and the way we want it to right um but do they teach you about debugging how to um deconstruct stuff to logically go through and find out what the issue is I don't know probably not maybe they should spend a bit more time on that because we'd all love to go into things and Greenfield implementations and greenfields when nothing's happened before you just go and do it fresh that's that's simple stuff right but it's when someone else has been along before and you've got to kind of figure out what they've done um that's where I have the most fun anyway um if anyone's just joining uh Harry how do you put a comment saying that looks horrible I'm assuming that that does mean the screen and not anything that's around me at all I'm hoping um okay so if we go into what's this one I cried a flow oh it does look horrible this screen doesn't it okay here we go here we go so this is a yeah dark mode is horrible thank you for putting that um that context in that yeah this won't be sticking around look at this if anyone's just joining and noticing or just watching this and noticing the screen is totally different they're going wow what version have you got um I'm actually three versions of it no I'm not I'm just using some Chrome thing that makes it a dark mode and makes the contrast which it might be visually helping on the video but it's awful to look at it from my point of view anyway um back to the point yeah another question I got asked recently was my flow um is supposed to be sending out an email however the email's not going um you know what's happening so we all know there are multitude of things that can be happening but I guess my point is this is deconstruct the scenario or um yeah we'll go with snow deconstruct the scenario so this scenario is when the incident is updated to this state send an email to break it down into little parts and and almost work from start to finish right so in this one what we do is we'd go to the incident and then we'd say well in the scenario that we think isn't working are we changing the state to resolved yes okay is resolved still value six and that might not be again yes we can we can tick off that little box yes we've changed the state to resolved excellent what are we expecting to happen next the email okay so let's look at this how are we passing through everything to this this um action that we need to pass through have we got a table in there yes have we got a two in there yes so we got a subject yes the mandatory stuff and I'll tell you what the issue was in a second so that's next step then we can go on to look at say well the person now we know these little bits is that a valid record well we know it is because we're getting it for the trigger but maybe you want to unselect it and reselect it again perhaps maybe I might do that and go trigger record okay then we put in the table back in but then we look at the two field right so we're saying the email's not sending so we then go and look at the person that's in the two field in our scenario that we're using let's go and look at that incident let's look at the caller the use of the requested for whatever it's sending to go down have they got a valid email address is it set on their user profile to be sending to them perhaps it's not if we're expecting emails to land in an outbox have we set up servicenow the instance that we're in to send out emails um to that uh to that account so we break things down into little chunks right because it can get overwhelming looking to go oh it's not working and we all run around kind of with our hair on fire um that's the PM thing to do um but we run around you know here on fire going oh it doesn't work it doesn't work um but break it down into chunks so the issue um actually transpired to be hang on another drink the issue transpired I've just realized if I do that you can actually see me um talking which is probably a bit more entertaining than just looking at the screen that's all right I'm still getting used to it but the um the issue transpired to be that somehow um when they put this send email action um into the flow the table was not there nor the target record and we worked that out we could we were able to work backwards so if you ever go to Flow Design and look at executions let's have a look here we go you can step through and see what's expected on the right hand side and what the runtime value is so straight away when I um when I went through it with them we looked at it and we saw there was no table that was blank that was blank which tells me straight away um you know you're not passing any values into there and and to be honest Flow Design you can get in that kind of pickle sometimes I've noticed when you do something on an action and you save it and you don't go back several times and save it again and again um or some strange reason when they fixed the bug net it can sometimes white value that so just be careful of that but that's um that's the issue um that I went through um and and we were able to solve um today I actually really annoyed that I haven't had my camera on the whole thing you would have seen some great stuff um Harry you should have let me know you're the one that's commenting on there and am you could have at least said stick your camera on um oh well we're getting used to it it's all new the other thing to talk about um just conscious it's ten to nine right I've been waffling a bit too much and you've just been watching the screen um the other thing to mention there we go that's better the other thing to mention uh what's on my plan for today we have if you haven't noticed or haven't seen any of the LinkedIn stuff that I've been doing or post I've been putting out the intention is that James and I we um host the service docs podcast and we haven't uh followed that go to Spotify or your other podcasty type thing and do it from there um or check out service hyphen docs.com and it'll take you there anyway but the plan is next week we've got knowledge right it's like Willy Wonka's golden ticket so we're not going but we've asked for um some people a couple of people a person um to be stationed over in knowledge and we can do a podcast with them hopefully live stream um the intention is you know hopefully from my point I'm hopefully coming across as not a completely formal person so we're gonna do informal it's a bit more of a chat a bit more light-hearted and we want to know what's going on so we I I get major fomo with these things so I want to know what's going on I don't know what swags happen uh what SWAG they've got I want to know who they've met have they got a selfie with Chuck yet I wonder all that kind of stuff so that's the plan for next week um I think we're probably gonna do it Tuesday but today is the day that um we're gonna finalize those times and dates and the people that are going to do it with us I say people there's a clue there might not just be one who's it gonna be um and also today is uh Wednesday so we should be putting out our um podcast James and I should be releasing that at two o'clock today um UK time is that gonna happen probably not we've been quite busy um I think the plan is we're gonna try and just um he doesn't know it yet because he wakes up later than I am but the plan the plan I think for today is we're going to try and record the podcast live at lunchtime so that'll be like 12 quarter past 12 UK time um and when I say live we're probably going to stream it on here again and just see how it goes because I'm using OBS at the minute streaming um but when James and I do the podcast we use something called Riverside um and it's a web-based product it's pretty good but as I've already mentioned before my um oh is it Chuck no it's not Chuck um Harry um but yeah I've said before my my internet speed has Harry quite rightly pointed out is pretty rubbish and my laptop is I don't know I think it's quite good I've I've got to light my laptop I'll have a special relationship with it but I think I need to upgrade so anyway the point is we're going to try this Riverside um streaming when James comes online um I think we'll try that at lunch um topics so what tends to happen when we do a podcast I usually surprising with a topic or he surprises me and we we just we just have a chat right if anyone is watching you're probably not and you've all got bored and getting ready for for work um any ideas around topics Chuck them in now um and we'll perhaps bring them up so this is topics for the podcast but the one I'm thinking about today is about uh agile right so we all get trained in service now um techy stuff um you know we all have I don't know seniors or mentors or whatever you want to call them to help us out on the techie star but when we're delivering projects do we uh but do we as techie people need to understand agile a bit more is it has it still got a place at the table um the delivery methodology from servicenow would suggest so um as Harry says or water jile perhaps you might have heard it called um you know we deliver in Sprints so shoot us as techies understand agile a bit more um and I guess what can partners and us as individuals do to help that right um because I think it's important I've worked in many agile environments um I I think I understand it pretty well um although one of the things I always say is every day to school there right so you can always learn something new anyway so I'm thinking waffely waffle I'm thinking that might be the topic today um specifically around do techies need to understand that job I think the answer is yes right but to what extent so that's the plan um it is now what eight minutes to nine I think I'm gonna call it a day because I'm gonna grab a coffee before I start get ready um you know probably set up all my work make my notes what I've got um work related to do today and then start all the stand-ups so reminds me to say I really appreciate you sticking sticking by um you know coming in commenting Harry um am uh thanks for for the comments and and joining in apologies that the camera wasn't on throughout most of that right but you should have said guys why didn't you say Russ I want to see your face everyone wants to see me surely um no sarcasm there I don't know how that translates um not if you're not in the UK um but yeah no I appreciate you sticking by and um yeah I look forward to more of these again it is a bit of a learning curve with the tech um you know these things take time to prep right so I'm just trying to suck it and see what happens so again thanks again have a great day and I'll speak to you soon oh um don't forget if you are around this afternoon at around 12 quart past 12 ish hopefully we'll be live um doing the podcast um uh how are you distracting I hope hopefully we'll be live doing the podcast at about quarter past 12-ish on YouTube so stick around and have a chat then anyway have a good day everyone