Servicenow, Inc.

Ryan Christopher Currier

Sarup Paul

Prabhat Mishra

Rampradeep Dodda

Avishek Dey

Kushal Kudavale

Umakanth Godavarthy

Paulina Luckiewicz

Vinamra Misra

Mallesh Aggu

Harish Bellamane

Padmaprabodh Ambale

Preethi Chittimalla

Qian Zhang

Troy Azmoon

Kurt Joseph Zettel, Ii

Victor Chung-Wai Chan

Richard Kenneth Reybok

Michel Abou Samah

Harish Kumar Balachandra Bellamane

Scott Lewis

Harold Byun

Sachin Shivarama Nayak

Jason Occhialini

Zhe Wang

James Gavin Erbes

Patrice Tollenaere

Charles Reeves

Disclosed herein are enterprise applications and platforms that manage databases containing documents and may employ search systems that allow users to retrieve documents based on queries. The search systems may be configured to retrieve data from several different data sources and may be associated with many of the applications. Furthermore, the search systems may include a faceted interface based on database or document attributes for further search refinement. The faceted interface may be template-based and modular, allowing reconfiguration of the interfaces without substantial rewriting of the application code base.

Template-based faceted search experience

A system configured to receive input declaring structure and operation of a web application, including declarations of components of the web application and a declaration of a navigation-mode setting of the web application, and to generate and store, in interrelated tables of a database, a representation of the web application, including references to underlying scripts interpretable to define structure and operation of the components, and including a property record defining the navigation-mode setting. Further, the computing system is configured to receive, from a client device, a request for the web application and to responsively generate based on the stored representation, and output, a data representation defining the structure and operation of the web application, including the navigation-mode setting, for use by the web browser to render the web application including applying the indicated navigation mode.

Server-side control over navigation mode in web application

A computer-implemented method is provided that includes receiving, from a first client device associated with a managed network, a request for a record from a plurality of records that relate to the managed network. A depiction of a first graphical user interface that visually represents part of the record is sent to the first device and a representation of a selected portion of the record, that includes text from the part of the record that was visually represented, is received from the first device. A request for the summary of the record is then received from a second client device associated with the managed network and a depiction of a second graphical user interface that visually represents the summary of the record is transmitted to the second device. The depiction of the second graphical user interface is representative of at least the selected portion.

Automated document summaries using highlighting

A system implements user permissions and user subscriptions with regard to content posted on one or more peer-to-peer knowledge sharing platforms (e.g., Community pages). Permissions are assigned to groups of users, rather than individual users. Permissions are determined by the groups of which the user in question is a member.

Systems for peer-to-peer knowledge sharing platform

Providing are incident response techniques useful for personas with a variety of experience levels are described. The incident response techniques include a graphical user interface (GUI) for providing a variety of different views for different personas. The graphical user interface may provide a landing page for providing a queue of risk-score prioritized incidents, an incident playbook for providing default or customizable instructions for resolving a particular incident to lesser-experienced personas, an explore container for facilitating efficient navigation of data associated with a particular incident by more-experienced personas, and an activity stream container for providing an overview of activities that have been performed with regard to a particular incident to more-experienced or supervising personas. The explore container may also be integrated with tools for performing actions with the data without leaving the graphical user interface.

Incident response techniques

Systems and methods for providing service level agreement (SLA) definition and validation of SLA parameters are disclosed. An SLA may be defined with parameters and goals to achieve desirable business results for information technology (IT) software updates, configuration changes, security incidents, and other functions performed by IT personnel. Once a proposed SLA definition is available and before it is put into production use, historical data may be applied to the SLA. This historical application of data may be used to determine a level of conformance to the proposed SLA based on real world historical information for a particular customer. Because different corporations have different capabilities and expectations, a one-size fits all SLA may not be appropriate. A timeline visualization with zoom capability and state transition icons is disclosed. Disclosed, visualization techniques of proposed definitions may enhance the accuracy and acceptability of those proposed definitions.

Timeline zoom and service level agreement validation

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Dublin, CA, United States of America

Ryan Christopher Currier