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Learning ServiceNow

By : Hauser

4.9 (19)

Learning ServiceNow

4.9 (19)

By: Hauser

Overview of this book

This book shows you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. We’ll demonstrate how to effectively implement various system configurations within ServiceNow. We’ll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as alerts and notifications, security, reporting, and custom development. You will learn how to improve your business’ workflow, processes, and operational efficiency. By the end of this book, you will be able to successfully configure and manage ServiceNow within your organization.

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The Interface

The Interface

Frames

Filter text box

Favorites

Important application menus and modules

Content frame

UI settings and personalization

Summary

Lists and Forms

Lists and Forms

List v2 versus List v3

Lists and Tables

Forms

Summary

UI Customization

UI Customization

UI15 versus UI16

Branding your instance

Custom themes

UI-Impacting system properties

Configuring service portal UI

Creating a custom homepage

Styling pages and widgets

Styling the CMS

Summary

Understanding Data and Relationships

Understanding Data and Relationships

One-to-many relationships in ServiceNow

Many-to-many relationships in ServiceNow

Enforcing one-to-one relationships

Defining custom relationships

Database table inheritance

Summary

Tasks and Workflows

Tasks and Workflows

Important task fields

Journals and the Activity formatter

Extending the task table

Workflows

Approvals

Assignment

Creating Task fields

Summary

UI and Data Policies

UI and Data Policies

UI Policies

Reverse if False

Scripting in UI Policies

UI Policy Order

Data Policies

Converting between Data and UI Policies

Data Policies versus ACLs

Summary

User Administration and Security

User Administration and Security

Groups and Roles

Emails and notifications

User preferences

ACLs - security rules

Summary

Introduction to Scripting

Introduction to Scripting

To script, or not to script?

Client side versus server side APIs

Where scripting is supported

Integrated development environment

Summary

The Server-side Glide API

The Server-side Glide API

The structure of an API class

Server-side APIs

GlideRecord

GlideElement

GlideDateTime

GlideSession

GlideSystem

GlideUser

Client-side APIs

GlideAjax

GlideForm (g_form)

Summary

The Client-side Glide API

The Client-side Glide API

Client-side APIs

GlideAjax

GlideForm (g_form)

GlideUser (g_user)

GlideRecord

Summary

Server-side Scripting

Server-side Scripting

Dot-walking and GlideElement

Script Includes

Business rules

Summary

Client-side Scripting

Client-side Scripting

Client Scripts

Security

Compatibility

Build for performance

UI scripts

Scripts files from the server

Summary

Debugging

Debugging

Logging

Client-side debugging

Server-side debugging

JavaScript debugger (Istanbul)

General Debugging

Summary

Pro Tips

Pro Tips

Admin Pro Tips

Scripting Pro Tips

What the pros wish they knew

Summary

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GlideSystem

The GlideSystem server-side API is available to all server-side scripts via the variable gs. This API allows us to get various kinds of useful information about the system, the user's session, the current date/time, or other bits of useful info. It also allows you to interact with the user, by displaying informational or error messages.

addErrorMessage() and addInfoMessage()

The addErrorMessage() method will display a red error message at the top of the user's browser window on the next page they load after the server-side script that calls this method runs. This same functionality can also be achieved from a client-script, using the g_form API (g_form.addErrorMessage()).

addInfoMessage() has the same effect, but instead displays a blue informational message as opposed to a red error message.

Example usage

The following script could run inside of a business rule, and show a message indicating whether the operation was allowed or not:

if (current.active.changesFrom(false)) { 
  ...

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