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 Group Manager No longer Active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