The Complete

ServiceNow System
Administrator Course

WORKBOOK ANSWERS
Section – 3 - Exercises
1. Configure the Incident list view layout to include the following fields:
Number, Caller, Category, Priority

1. Navigate to Incidents –> Open or

Incidents -> All
2. Right click on any of the column
headers and go to Configure -> List
Layout
3. Add Number, Caller, Category, and
Priority to the Selected list of fields
4. Re-order fields as required on the
Selected list and click save.
2. Create a filter for all incidents that were opened today and are unassigned

1. Navigate to Incidents -> All

2. Set the filter as Opened on Today and Assignment Group is empty
3. Click Run to apply the filter
3. Save the filter as Today's unassigned incidents

1. Navigate to Incidents -> All

2. Set the filter as Opened on Today and Assignment Group is empty
3. Click Save button and give the filter a name and save the filter. You can choose to make the filter visible for
everyone or a group or just you
4. To re-use a saved filter, click on the triple-bar or the hamburger icon and Filters and then select your saved filter
4. Add the reassignment count field to the default incident form view

1. Navigate to Incidents and open any

record
2. Click on the triple-bar or the
hamburger icon and click Configure –
Form Design. You can also do this
using the Form Layout
3. Make sure the view is ”Default View” at
the top
4. Search for the Reassignment Count
and add it below Configuration Item
field
5. Click Save and the field should appear
on the form
Section – 4 - Exercises
1. Create a business rule which sets a problem’s assignment group to the
Administrators group, if a group is not selected on insert
1. You can create a new business rule from
the Business Rule table or from the
Problem table record
2. Make sure the business rule runs on the
‘Problem’ table and give a name to the
business rule
3. Select the ‘Insert’ checkbox
4. Set the filter condition to “Assignment
group is empty”
5. On the actions section, set field value
“Assignment Group To Administrators”
6. If the desired group does not exist, create
the group.
2. Create a UI policy which will hide the priority field if impact and urgency are set to
3 - Low
1. You can create a new UI Policy from
the UI Policies table or from the
Problem table record
2. Make sure the UI Policy runs on the
‘Problem’ table and give the UI policy a
name
3. Set the filter condition to “Impact is 3-
Low AND Urgency is 3-Low” and save
the UI policy
4. Now, add UI policy action on the UI
policy to hide the Priority field (Set
Visible to False)
5. Save the record
3. Activate the Save UI action only for the Incident form view

1. There are out-of-the-box (OOB) ‘Save’

UI actions that on the Global table (i.e,
it runs on every table)
2. Specifically look for two ‘Save’ UI
actions that have Form Button set to
true
3. Open each of these UI actions and
change the table to Incident and do an
‘Insert’ or “Insert and Stay”
4. Come back to the Incident table and
create a record or open a record and
you should see the Save button
Section – 4 – Advanced Exercises
1. Create a problem task record if a problem record is saved with a priority of 1 - Critical, and
relate it to the problem record

1. Create a business rule on Problem

table to run on Insert when Priority
is 1-Critical
2. Add below script on the advanced
tab:

(function executeRule(current, previous /*null

when async*/ ) {

var gr = new GlideRecord("problem_task");

gr.newRecord();
gr.problem = current.sys_id.toString();
gr.short_description = "Critical Problem
Task";
gr.insert();

})(current, previous);
2. Create a client script which informs the user that a problem with a priority of 1 - Critical
will create a problem task

1. Create a client script on Problem

table with onChange type and field
name as Priority
2. Add below script:

function onChange(control, oldValue, newValue,

isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}
if (newValue) {

g_form.addInfoMessage(getMessage("Creating a
Critical Problem with create a problem task
automatically."));
}
}
Section – 5 - Exercises
1. Create a car table with the following fields:
make (choice) model (string) release_date (date) cost (currency)
1. Create a new table and name is ‘Car’
2. Optionally create a module
3. Add the required fields
4. Remember, when you save the table,
it automatically creates the core
fields such as Sys ID, Created,
Created By, Updated, and Updated By
and some additional core fields.
2. Create 5 choices for the make field

1. Open the ‘Car’ table and open the

‘Make’ field/dictionary
2. Add choices on the Choices related
list at the bottom of the form
3. Optionally, set Choice List
Specification to include –-None– as
one of the choices
3. Create 2 car records

1. Open the ‘Car’ table

2. Create two new records with your
own values
4. Configure the form to your liking and add the created field to the form

1. Open the ‘Car’ table

2. Open any record and configure the
fields on the form using Form
Designer or Form Layout
3. Make sure to add the Created field to
the form
Section – 6 - Exercises
4. Configure the form to your liking and add the created field to the form

1. Open the ‘Car’ table

2. Open any record and configure the
fields on the form using Form
Designer or Form Layout
3. Make sure to add the Created field to
the form
Continued…

1. Go to System Security -> Access

Control (ACL)
2. Create two ACLs each, one for
‘create’ and ‘write’ operation on the
Incident table for ‘caller’ and ‘contact
type’ fields to allow users with
‘incident_team’ role (Remember, you
must elevate yourself as
‘security_admin’ to be able to create,
update or delete ACLs)
2. Create a new access control rule which gives permissions to change the last name
of any user record
1. Go to System Security -> Access
Control (ACL)
2. Remember, you must elevate
yourself as ‘security_admin’ to be
able to create, update or delete ACLs
3. Create an ACL on User (sys_user)
table and the ”Last Name” column for
‘write’ operation and add any role
that should get access to edit the
users’ last names
4. ‘incident_team’ role is added to the
ACL as an example
Section – 7 - Exercises
1. Create an incident record, incident A

1. Go to Incident -> Create New

2. Create a new incident and save the
incident after filling in all mandatory
fields
3. Note down the incident number
2. Create another incident record, incident B, and link incident A to incident B

1. Go to Incident -> Create New

2. Create a new incident and save the
incident after filling in all mandatory
fields
3. Note down the incident number
4. Now, add the incident number from
the previous slide as the parent
incident in the ”Related Records”
section
3. Create a new emergency change request

1. Go to Change -> Create New

2. Click on All and select ‘Emergency’
3. Save the record and note the change
number
4. From incident A, create a new problem

1. From the global search, enter the

incident number of incident A
created earlier in this exercise
2. Right click on the form header and
click ”Create Problem”
3. This will create a problem record
and relate it to incident A
4. Note the problem number
5. Look at the form to see where you
can see the related incident number
(Hint: look at the related lists)
5. Link the emergency change request to the problem record

1. Open the problem record created on

the previous slide
2. Scroll down to the related lists and
on the Change Requests related list,
click ‘Add’
3. Search for the change number and
click on “Add selected”
4. Notice that the change is now related
to the problem record
6. Create a new iPhone X catalog item

1. Go to Service Catalog -> My Items (or

Maintain Items) and click ‘New’
2. Enter values for Name, Catalogs, Category
and save the catalog item record
3. Note, you still have to add
variables/variable sets to collect data from
the requestor and a workflow/flow to fulfill
the request
4. Alternatively, you can use the Catalog
Builder feature to quickly create catalog
items
5. Also, you can publish the iPhone X
hardware model straight to the hardware
catalog
7. Create a new knowledge article and publish it

1. Go to Knowledge -> Articles -> Create

New
2. Save the knowledge article and click
on ‘Publish’
3. Open the article and check the
Approvals related list
4. Impersonate the approver and approve
the knowledge article from My
Approvals
5. Check the article workflow after
approval. The article should now be
published
Section – 8 - Exercises
1. Create a new workflow for the catalog item you created in section 7

1. Go to Workflow -> Workflow Editor

2. Click ”New Workflow”
3. Give the workflow a name
2. Add the sc_req_item table to the workflow

1. Select Requested Item (sc_req_item)

as the table on the workflow
3. Add a condition so that this workflow is only ran when this item is selected

1. This question is incorrect

2. To use a workflow for a catalog item,
the workflow should be published
and added to the catalog item on the
”Process Engine” section, ‘Workflow’
field
4. Add an approval and notification to the workflow

1. Add the “Approval – User” or

“Approval – Group” activity to the
canvas
2. Add ”System Administrator” to the
’Users’ field as the approver and
click Submit
3. Add Approval Action activities to
mark the request as approved or
rejected
4. Make sure to connect the Begin
activity with the new approval
activity
Continued…
5. Request the item and view the notification in the emails log

1. Search for the ”Order iPhone X”

catalog item from the platform or
from the Service Portal and submit a
request
2. As System Administrator, approve or
reject the request from “My
Approvals”
3. Go to System Logs -> Emails to find
the email record
Section – 9 - Exercises
1. Create the Rotten Potatoes application in your personal instance

1. Use the Studio to quickly create a

custom application
2. Name the application and add a new
table named Game and add the
columns as per Section 9.pdf
3. Also create the Game Review table
with the columns as per Section
9.pdf
2. Add an Owned true/false field to the video game table

1. You can add the field either through

the Studio or Form Designer or Form
Layout
2. Add the Owned (true/false) field and
add it to the form layout
3. If a review is given 1 or 2 stars, require the comments field

1. Create a UI Policy on the Game

Review table
2. Add condition as Stars is one of 1
Star or 2 Stars
3. Add a UI Policy action to make the
Comments mandatory
4. Add an Image field to the video game table

1. Open the Game table config

2. Add a new field/dictionary of type
‘Image’
3. Add the field to the form layout
Section – 9 – Advanced - Exercises
1. Create a workflow for the video game table which will execute only for video games
that have not yet been released, and send a notification to a review group once the
video game release date is 1 week after today’s date
1. Open the workflow editor and create
a new workflow on the Game table
2. Add condition so that workflow only
runs on games that have not yet
been released (Released is False)
3. Add a wait for condition activity to
wait until 7 days before the release
date (Condition: Release date –
relative – before - 7 days – from
now)
4. Add a notification activity to send an
email to the review group
5. Remember to publish the workflow