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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
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
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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

One-to-many relationships in ServiceNow

One-to-many relationships are one type of parent-child relationship. They consist of one parent record, that is linked to many child records. This linkage is done using database table keys.

As we briefly mentioned in a previous chapter, records have a primary key (PK), and a foreign key (FK) column; though they aren't called that in ServiceNow. The PK in ServiceNow is the Sys ID [sys_id] column. Every record in ServiceNow has a Sys ID that is typically unique within the entire database (though technically a primary key only needs to be unique within a table). An example of an FK column, is any column which is meant to hold the PK of another record. These fields are reference fields in ServiceNow. The Incident [incident] table for example, contains an FK column with the label Assigned to, and an actual column name of assigned_to. This is a reference field that points to the User [sys_user] table, and contains the PK (Sys ID) of one of the records...

End of Section 2
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