Sign In Start Free Trial

Learning ServiceNow

4.3 (16)

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.

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. The Interface

1. The Interface

Versions

Frames

Important application menus and modules

Content frame

UI settings and personalization

Summary

2. Lists and Forms

2. Lists and Forms

List v2 versus List v3

Lists and tables

Forms

Summary

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. 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. 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. 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. 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. 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. 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. The Client-Side Glide API

10. The Client-Side Glide API

Client-side APIs

GlideAjax

GlideForm (g_form)

GlideUser (g_user)

GlideRecord

Summary

11. Server-Side Scripting

11. Server-Side Scripting

Dot-walking and GlideElement

Script includes

Business rules

Default versus calculated field values

Summary

12. Client-Side Scripting

12. Client-Side Scripting

Client scripts

Security

Compatibility

Build for performance

UI scripts

Scripts from the server

Summary

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. Debugging

14. Debugging

Logging

Client-side debugging

Server-side debugging

JavaScript debugger

General debugging

Summary

15. Pro Tips

15. Pro Tips

Admin pro tips

Scripting pro tips

What the pros wish they knew

Summary

Index

Index

Customer Reviews

4.3 (16)

5 star

75%

4 star

6.3%

3 star

0

2 star

12.5%

1 star

6.3%

Defining custom relationships

Adding a reference field on table A that points to table B, creates a relationship that ServiceNow can understand. This allows you to add a related list on records in table B, that displays the records from table A that are linked to it.

Creating a M2M table from the sys_m2m relationship definition table also creates a relationship that ServiceNow can understand. Because of this, you can add a related list on either of the two tables linked by the relationship, to show related records from the other table.

If you want to define a more complex relationship, however, ServiceNow allows you to do that as well! Let's explore an example of defining a custom relationship for tickets generated from Catalog Items.

Service Catalog requests have a sort of task-hierarchy. The Request [sc_request] record is the parent of one of more Requested Items [sc_req_item] (commonly called RITMs), which may be the parent of one or more Catalog Tasks [sc_task], not to be confused...

Search

Your notes and bookmarks