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Learning ServiceNow

Learning ServiceNow

4.3 (16)
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Learning ServiceNow

Learning ServiceNow

4.3 (16)

Overview of this book

This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules 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 notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
Table of Contents (17 chapters)
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Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
Free Chapter
1
1. The Interface
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1. The Interface
Versions
Frames
Important application menus and modules
Content frame
UI settings and personalization
Summary
2
2. Lists and Forms
2. Lists and Forms
List v2 versus List v3
Lists and tables
Forms
Summary
3
3. UI Customization
3. 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
Setting up the War Room page
Styling the CMS
Summary
4
4. Understanding Data and Relationships
4. 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
5
5. Tasks and Workflows
5. Tasks and Workflows
Important task fields
Journals and the activity formatter
Extending the task table
Workflows
SLAs
Approvals
Assignment
Creating Task fields
Summary
6
6. UI and Data Policies
6. 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
7
7. User Administration and Security
7. User Administration and Security
What is a user?
Groups and roles
Emails and notifications
User preferences
ACLs – security rules
Summary
8
8. Introduction to Scripting
8. Introduction to Scripting
To script, or not to script?
Client-side versus server-side APIs
Where scripting is supported
Integrated development environment
Summary
9
9. The Server-Side Glide API
9. The Server-Side Glide API
The structure of an API class
Server-side APIs
GlideRecord
GlideElement
GlideDateTime
GlideSession
GlideSystem
GlideUser
Summary
10
10. The Client-Side Glide API
10. The Client-Side Glide API
Client-side APIs
GlideAjax
GlideForm (g_form)
GlideUser (g_user)
GlideRecord
Summary
11
11. Server-Side Scripting
11. Server-Side Scripting
Dot-walking and GlideElement
Script includes
Business rules
Default versus calculated field values
Summary
12
12. Client-Side Scripting
12. Client-Side Scripting
Client scripts
Security
Compatibility
Build for performance
UI scripts
Scripts from the server
Summary
13
13. Service Portal Scripting
13. Service Portal Scripting
Setting up appointments
URLs in the service portal
Creating the meeting widget
Aesthetic changes
Option schema
Troubleshooting widgets
Summary
14
14. Debugging
14. Debugging
Logging
Client-side debugging
Server-side debugging
JavaScript debugger
General debugging
Summary
15
15. Pro Tips
15. Pro Tips
Admin pro tips
Scripting pro tips
What the pros wish they knew
Summary
16
Index
Index

Chapter 1. The Interface

ServiceNow is a very robust IT service management tool and has an interface to match. It's designed to be both easy to use, and to support a multitude of business processes and applications (including the unforeseen variety). It must be able to bend to the will of the business and be putty in the hands of a capable developer like you! Don't worry if you don't consider yourself a capable ServiceNow developer just yet; read on!

Regardless of what software system you're interested in learning about, understanding the interface is likely to be the first step toward success. In this chapter, you'll learn all the major components of the user interface (UI), and how to manipulate them to suit your business' needs, find and display useful information, and administer the platform effectively. You'll also learn some time-saving tips, tricks, and UI shortcuts that have been built into the interface for power users to get around more quickly.

Note

These UI shortcuts and other pro tips will be collected online as a quick pocket-reference!

This chapter will cover the key components of the user interface, including:

  • The content and ServiceNow frames
  • The application navigator
  • UI settings and personalization
  • UI16 interface components and configuration
  • Differences between the interfaces in modern and earlier versions of ServiceNow
  • Pro tips for flying around the interface like a seasoned pro

Note

We recommend that you follow along in your own development instance as you read through this section, to gain a more intimate familiarity with the interface. See the preface of this book for more information.

End of Section 1
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