SN Ticket Manager

SN Ticket Manager – Your Smart ServiceNow Ticket Manager

SN Ticket Manager is a sleek, lightweight Chrome extension that helps Service Desk agents and IT professionals manage ServiceNow tickets faster, with a modern interface and smart productivity features.

⌨️ Keyboard Shortcuts

Alt+Q — toggle the floating panel globally (captures focus even inside iframes) Ctrl/Cmd+S — save the current ServiceNow form (supports insert‑and‑stay / update‑and‑stay fallbacks) Ctrl/Cmd+V — paste images directly into ServiceNow forms to attach as files (with success/error toasts)

🚀 Key Features:

🔄 Advanced sorting by last update (ascending/descending), with separate sort preferences for “All” vs. “Recent Updates” 🖥️ Dual floating panels (open a second panel with one click), independent filters, smart snapping, and no overflow beyond the viewport ⏱️ Robust date/time (Created/Updated) — first reads stable values (e.g., data-value/ISO). If not present, automatically tries multiple formats (DD/MM/YYYY, YYYY-MM-DD, with/without timezone). Fix for “Last updated” when extra columns or different locales are present. ✅ Multi-select filters improved — You can now select multiple options at once! Selected options will show a checkmark ✓, and the dropdown label displays “N selected” when multiple choices are active. 🔵 Persistent feedback — the “N selected” label stays highlighted in blue when the dropdown is closed, so you can instantly see that multiple filters are applied. ✅ Accurate dates & “time ago” — Fixed the +3h offset by parsing visible cell text as local time and treating hidden attributes (e.g., data-value, title) as UTC. Timestamps now match your ServiceNow timezone and show the correct minutes. 🔁 Older/Newer toggle button — replaced the dropdown with a dedicated button that switches between tickets “Older than” and “Newer than” (when a timeframe is selected from "Any date" filter). ↕️ Sort button reworked — now shows a clear arrow ↑ / ↓ for ascendenting and descendenting. 🔗 Correct ticket link — automatically extracts the canonical URL from the “i” (Preview) icon in the row, for all types (CALL/INC/RITM/CHG/CTASK, etc.). If missing, falls back to the previous detection methods. #️⃣ Number & title detected from any column — order in the list/filters no longer matters. Smartly finds the ticket number and short description wherever they are and displays them correctly. 📐 Resizable from all four corners + persistent size/position (saved locally); smart dual‑panel resize when space is tight 📞 CALL – proper Caller — Caller is parsed strictly from its own column (no more noisy text in filters or cards) 🕒 CALL – language‑agnostic time — age is computed from the Opened date (not from “Minute/Hour/Day” text), so it works in any locale 🏷️ CALL – richer cards — CALL tickets show Company, Call type, Transferred to (with link), Status and Opened on. Other ticket types remain unchanged 🔍 CALL – smarter search — global Search now matches also on Company, Call type and Transferred to for CALL 📑 Status filter – custom order — dynamic options in this order: Requested, Open, In Progress, On Hold, Planned, Resolved, Closed; any other statuses are appended alphabetically 🧭 Quick Notes workflow: open the ticket and auto‑scroll to Work Notes with a highlight pulse so you can write instantly 🔍 Live dynamic filters (type, priority, group, status, assigned user, update age) + instant search with clear button 🔴 Real‑time badge on the Check Backlog button showing tickets with recent updates 🔔 Automatic background badge updates when the dashboard is detected (no panel needed) ⚠️ Pagination warning for truncated lists (formatted numbers, dynamic sizing, multi‑line, Dismiss persists until page refresh) 🌙 Dark Mode toggle (theme preference saved locally) ⭐ Favorites (★) with dedicated filtering 🎉 Celebration (confetti + motivational message) when all updates are resolved (dashboard only) 🆘 VIP caller highlight: dedicated icon + red caller name for VIPs ♻️ Robust caching & fallback: never stuck on “Loading…” — shows the last known ticket list with a clear “cached N time ago” banner if background data is late

🧰 Quality‑of‑life touches:

🔄 One‑click Refresh icon in the panel 🖱️ Right‑click the Check Backlog button to reset panel positions 📢 Larger, top‑positioned toast notifications for uploads and important actions

✨ How It Works:

Install SN Ticket Manager from the Chrome Web Store Open your ServiceNow instance (e.g., https://prysmiansd.service-now.com) Click Check Backlog or press Alt+Q to open the floating panel Use filters, sorting, favorites, and quick notes to manage your backlog fast Track progress with live badges and enjoy a confetti celebration when your queue is fully cleared

🔒 Privacy & Security:

100% client‑side — runs entirely in your browser No external data collection or tracking Your tickets, filters, favorites, and notes remain private and offline

🎯 Who It’s For

Service Desk and IT support professionals High‑volume ticket handlers seeking productivity gains Anyone using ServiceNow who wants to save time and stay organized