Why community and social matter so much.

What I’m saying but not saying in the title is that people matter. Simon Morris is one of the friendliest, nicest, and soft spoken developers I’ve ever met. The man is brilliant, ServiceNow is lucky to have him.

And now so am I.

And so is every other customer of ServiceNow.

I was having a tough time with something and a quickly approaching deadline for code push, and I quick post on twitter (2:34pm (cst)):

Schedules aren’t moved in update sets. Sad Panda. #ServiceNow*

The only tagging I did was the hash at the end. At 2:42pm (cst) I receive:

 Workaround: Get the record you want into a var named gr and then ‘.glideapp.home.Home.unloader(gr);’

It’s a bit technical, but it’s the entire solution to my problem.

I then respond and tag one of their product managers:

That is amazing a UI action, this should be global OOB IMHO.  

And the response I get from Mr. John Roberts:

  i agree. I’ll review and get on our list for the latest app builder and update set features.

Absolutely amazing. A happy customer, an enhancement request, and all in a matter of minutes. What they gain immediately is a happy customer. What we gain longer term is me sharing this wisdom with a larger community. What we gain ultimately is an army of people that know what good community is capable of, that are advocates for the company, and the people there.

Thank you. Thank you. Thank you.

*full conversation screenshot: http://screencast.com/t/Svm9wEHLYZ

and the other threads: http://screencast.com/t/smWptl3VDyG

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