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About Author

Srinivas Sunkara is the Service now Architect & Solution Provider and
founder of Dettifoss IT Pvt.Ltd. The education background includes in Master
of Computer Application (MCA) from Acharya Nagarjuna University, Guntur,
India. Total 10 years of IT expertise and career was begin as Lotus Notes
Developer. Previously worked on various technical platforms like... Share
Point, Oracle Business Intelligence, Robotic Process Automation and past
four years into Service now in software development. Training has been my
passion and almost given training for 5000+ students.

I would like to thanks my spouse Satyavani and son Gautham given great
support to end this first edition of Service Now LIVE book and allowing to
work at late night and I really appreciate their patience, way of understand,
love, support, helping

I enjoyed meeting new people and hearing new perspectives. Reach out if
want to talk to me about emerging technology called service now. Creating
magic’s with our platform. I focus on making new high-quality professional
to serve our productivity
I have spent last several years utilizing my professional background as
training experts and my service deliver to entire world. Currently lives in
Hyderabad, India, working with Dettifoss IT

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About Reviewers

Mr. Siva Prasad Kethineni is working as SME on DevOps, Azure

DevOps and AWS. He has more than 9 years’ experience in IT. He is expert
in automation process and code deployment. Since 9 years providing IT
services for various clients and also be a part of corporate training with me.
He helped me lot for review and edit my content
Special thanks to Mr. Siva without believing in me nurturing my mind,
attitude, confidence. None of this would have been possible for LIVE book

Mr. Saidarao Battineni is working as VLSI Physical Designer and

Planning Static, Timing analysis, Hardware Designing, ASIC Design, ASIC
Synthesis. since 10 years providing service to different clients. He got best
service provider awards more times
Special thanks to Mr. Saidarao you helped me a lot and motivation and mind
set and positive attitude.

Mr. Raghavendra is working as senior consultant and solution provider

for Share Point & Mule ESB and working with operation teams to providing
services to difference customers. Having 11 years of experience into IT and 5
years on corporate training with me.
Thanks to Mr. Raghavendra for amazing help

Content Editors & Digital Marketing

Special Thanks to
Mr. Sai Kumar Pothuguta Mr. Raghu Ram Allamsetty

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Why I am writing this book

I have been working since four years on service now platform into various
applications and modules and deep look into the platform.
These all days I faced lots of struggles but did not find any solutions. There is
no step by step guide available in market. Finally, I decided to write step by
step instruction guide that will help to people who already working on
platform also for new learners

My Service Now LIVE book will provide step by step instructions in topic wise
and very crystal clear, New learners and student are felling happy with my
book
We have worked on this practice Service Now LIVE book, each topic is
categorized into simplified very practical steps that we use with many
customers and students. Our approach has improved practice make it easy
In this book we will learn how to get hands on experience on each
applications and modules. It was mainly designed for everyone who wants
to become a master in service now with practical exercises

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This book for whom

Who wants to become an expert in service now platform like Admins,

Developers, implementators and architect’s ant they will expect each topic
is step by step guide lines and very clear with screen shots
Who begin recently to learn service now application and modules and who
already working in organization, still anybody looking for step by step hand
guide. This book is help them 100%

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ServiceNow Live Book

First Edition

Managing Editor: Srinivas Sunkara

Editorial Support:
Mr. Siva Prasad Kethineni
Mr. Saidarao Battineni
Mr. Raghavendra

Cover Design & Illustrations: Mr. Sai Babu Pothuguta, Mr. Raghu Ram Allamsetty
@ 2019 C.P. Dettifoss IT (ServiceNow academy). All Rights Reserved.
Although every care has been taken to avoid errors and omissions, this publication is being sold
on the condition and understanding that the information given in this book is merely for
reference and must not be taken as having authority of or binding in any way on the authors,
editor, publisher or sellers.

Neither this book nor any part of it may be reproduced or transmitted in any form or by any
means, electronic or mechanical, including photocopying, microfilming and recording or by any
information storage or retrieval system, without prior permission in writing from the copyright
holder.

Trademark notice: Product or corporate names may be trademarks or registered trademarks,

and are used only for identification and explanation without intent to infringe.
Only the publishers can export this book from India. Infringement of this condition of sale will
lead to civil and criminal prosecution.

First Edition: 2019 Aug, Printed in India

Published by
Dettifoss IT & Service Now Academy

Office Address

Flat no: 302, 3rd Floor, Namdev Block-A,

Prime Hospital Lane, Ameerpet, Hyderabad, Telangana.

Website: www.dettifossit.com

India contact: +91-9949429009

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Table of Content

Chapter 1: Service Now Introduction 20 - 29

1.1 What is service now?

1.2 Service Now Application Ecosystem
1.3 Incident Management Overview
1.4 Problem Management Overview
1.5 Change Management Overview
1.6 Release Management Overview
1.7 Service Now & Improving IT Service management
1.8 How Service Now is different from other competitors
1.9 Releases of Service Now
1.10 Versions of Service Now
1.11 Releases & Hotfix
1.12 Major Customers of Service Now
1.13 Service Now User Interface
1.14 Benefits of Service Now
1.15 Why is Service Now
1.16 How to use for Business Prospective
1.17 Who use Service Now
1.18 Who can learn
1.19 History of Service Now
1.20 Features of Service Now
1.21 Founder and CEO Service Now
1.22 What is SaaS
1.23 Service Now Architecture
1.24 Iaas Vs. Paas

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Chapter 2: Creating Personal Developer Instance 30 - 40

2.1 Exercise 1: Creating a Personal Developer Instance

2.2 Exercise 2: Login into Personal Developer Instance
2.3 How we come to know which version currently using

Chapter 3: Service Now User Interface 41 - 47

3.1 Service Now User Interface

3.2 Working with Banner Frame
3.3 Exercise 1: Configure logo, colors, and system defaults for UI16
3.4 Working with Application Navigator
3.5 Working with Content Frame

Chapter 4: Forms 48 - 74

4.1 What is Form in (ServiceNow)

4.2 What is Record
4.3 Forms and Form Headers
4.4 Forms Fields
4.5 Configure Form Using the form designer
4.6 Parts of the UI form design interface
4.7 The field navigator
4.8 Field Properties
4.9 Working with Sections
4.10 Show or hide fields with the form designer
4.11 Exercise: 1 Add a form Annotation with the form designer
4.12 Exercise: 2 Working with New Section from form designer
4.13 Working with formatters
4.14 Types of Formatters in Base Platform

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4.15 Exercise: 3 Configure Activity Formatter

4.16 Exercise: 4 Contextual Search Result(Formatter)
4.17 Exercise: 5 Process Flow (Formatter)
4.18 Exercise: 6 Process flow Formatter Configure in Incident Table
4.19 Form Context Menu
4.20 Field status indicators
4.21 Working with Dot-Walking in List
4.22 Exercise: 7 Configure Dot-walking in Lists
4.23 Exercise: 8 Configure Dot-walking in Forms

Chapter 5: Lists 75 - 90

5.1 What is List?

5.2 List properties and actions
5.3 Hierarchical Lists
5.4 Filters & Search
5.5 Breadcrumbs & Remove Condition
5.6 Condition Builder
5.7 List Context Menus
5.8 Personalize Versus Configure
5.9 Configuring List Layout
5.10 Search Conditions with wild card Entries
5.11 Difference between Lists & Forms
5.12 Configure List Calculation
5.13 Configure list controls

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Chapter 6: Plugins 91 - 97

6.1 What is Plug-ins?

6.2 Example of Plugins
6.3 How plugins are activated
6.4 Importance in plugins relationship
6.5 How to request a plugin?
6.6 Purchasing plugin

Chapter 7: Tables 98 - 121

7.1 What is Table

7.2 Database Table Overview
7.3 Database, Tables, & Fields
7.4 Service Now Table Relations and Classes
7.5 Types of tables
7.6 Major Tables in Service Now
7.7 Exercise: 1 How to create a custom table
7.8 Global default fields
7.9 Default system fields
7.10 Exercise: 2 Delete a table
7.11 Exercise: 3 Delete all records from a table
7.12 Roll back and delete recovery
7.13 Roll back and delete recovery databases support
7.14 Delete Recovery module
7.15 Exercise: 4 restore a deleted record Task table
7.16 Overview of Task table
7.17 Working with Schema Map
7.18 Schema Map for Tables
7.19 Data dictionary tables

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7.20 Dictionary Entries

7.21 Field Labels
7.22 Dictionary overrides
7.23 Exercise: 5 Configure dictionary Override

Chapter 8: User Administration 122 - 141

8.1 User Administrator Overview

8.2 Best practice of assigning roles
8.3 Allow a user to view own profile
8.4 Exercise: 1 How to add a new company
8.5 Exercise: 2 How to add a new department
8.6 Working with Users
8.7 Exercise: 3 How to create a new User
8.8 Exercise: 4 User Record Email Validation
8.9 Impersonate a user
8.10 Impersonation Specifications
8.11 We need several different logins to test the system:
8.12 Impersonation logs
8.13 Working with Groups
8.14 Exercise: 5 How to create a new group
8.15 Exercise: 6 Add a user to a group
8.16 Exercise: 7 Remove a user from a group
8.17 Working with role
8.18 Base System Roles
8.19 Exercise: 8 How to create a new Role
8.20 Exercise: 9 Grant a role access to applications and modules
8.21 Exercise: 10 Assign a role to User
8.22 Exercise: 11 Assign a role to a Group
8.23 Importance of read-only role
8.24 Audit user roles

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8.25 Interactive users

8.26 Non-interactive users
8.27 Exercise:12 Create a non-interactive user for web services

Chapter 9: UI Policies 142 - 179

9.1 What is UI policy and Usage?

9.2 Creating a UI policy
9.3 Exercise: 1 About This Requirement
9.4 Exercise: 2 About This Requirement
9.5 Exercise: 3 About This Requirement
9.6 Exercise: 4 About This Requirement
9.7 Exercise: 5 About This Requirement
9.8 Exercise: 6 About This Requirement
9.9 Exercise: 7 About This Requirement
9.10 Exercise: 8 About This Requirement
9.11 Client scripts in UI policies

Chapter 10: Data Policies 180 - 189

10.1 What is Data Policy?

10.2 Exercise: 1 Create New Data Policy
10.3 Exercise: 2 Converting UI policy to data policy
10.4 Exercise: 3 Convert Data policy to UI policy

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Chapter 11: Metrics 190 - 196

11.1 What is Metrics in Servicenow

11.2 Highlights of Metrics
11.3 Exercise: 1 Create a metric definition

Chapter 12: Related Lists 197 - 204

12.1 What is Related List?

12.2 Exercise :1 Configure Related List
12.3 Exercise :2 Configure default filter for Related Lists
12.4 Exercise :3 Configure User Transaction Related List

Chapter 13: SLA Definitions 205 - 218

13.1 Define Service Level Management

13.2 Purpose of SLA
13.3 Objectives of SLA
13.4 Create new SLA definition
13.5 SLM Architecture – Agreements
13.6 Types of SLAs (SLA, OLA, UC)
13.7 Exercise: 1 Add the choices to below fields
13.8 Exercise: 2 Create new SLA definition
13.9 SLA Task: 1
13.10 SLA Calculation for exact time

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Chapter 14: Import Sets 219 - 247

14.1 What is import sets

14.2 Import Sets Supporting Files
14.3 Supporting External Data Sources
14.4 Exercise: 1 Importing Excel File
14.5 Import Sets Terminology
14.6 Multiple Transform Maps
14.7 What is Coalesce
14.8 No coalesce
14.9 Single field Coalesce
14.10 Multiple-field coalesce
14.11 Records Updating No Inserting (Restrict User)
14.12 Working with conditional coalesce using dot-walking
14.13 Working with Coalesce on empty fields
14.14 Import sets maximum row size
14.15 View the Import Log File
14.16 Transform map scripts
14.17 Types of Transform Map Script Events
14.18 Transform Map Script Events
14.19 onStart
14.20 onComplete
14.21 onBefore
14.22 onAfter
14.23 onForeignInsert
14.24 onChoiceCreate
14.25 onReject
14.26 Excericse:2 Schedule a data import
14.27 Creating Data Source
14.28 Schedule a data import

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Chapter 15: Update Sets 248 - 287

15.1 What is Update Set

15.2 Why use update sets
15.3 developers have additional options with update sets such as:
15.4 Update set tables
15.5 Customizations tracked by update sets
15.6 Special handlers tracking
15.7 What update set Captured
15.8 What it does NOT capture
15.9 Default update set
15.10 Global default Update Set
15.11 Auto-generated default Update Set
15.12 The system auto-generates a new default update set for a scope when
all the following conditions meet:
15.13 Update set administration
15.14 Track an application table
15.15 Grant access to the update set picker
15.16 Exercise :1 Create an Update Set
15.17 Done Customizations in Change Management Application
15.18 Expecting Changes (Requirement)
15.19 Exercise :2 Working with Story 1
15.20 Exercise :3 Working with Story 2
15.21 Exercise :4 Working with Story 3
15.22 Exercise :5 Working with Story 4
15.23 Exercise :6 Working with Story 5
15.24 Exercise :7 Export all your changes into XML
15.25 Exercise :8 Migrating changes to Target Instance (Test)
15.26 Working with Merge Update Sets
15.27 Back out changes from an Update Set
15.28 Take some precautions while working with Update Sets

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Chapter 16: Service Catalog 288 - 409

16.1 What is Service Catalog?

16.2 Service Catalog offers to
16.3 Service Catalog Architecture
16.4 Exercise: 1 Configure Service Catalog
16.5 Exercise: 2 Configure Service Catalog Category (Wood Chair)
16.6 Exercise: 3 Configure Service Catalog Category (Wood Table)
16.7 Exercise: 4 Configure Service Catalog Item
16.8 Types of Catalog Items
16.9 What Record Producer
16.10 Exercise :5 Crete Record Producer
16.11 Working with Variable
16.12 Types of service catalog variables
16.13 Exercise: 6 Create Variables in Record Producers (Working with some
variables)
16.14 What is Order Guide
16.15 Exercise: 7 Create On-Boarding Order Guide (Working with some
variables)
16.16 Exercise: 8 Configure Rule Base in Order Guide
16.17 Exercise: 9 Order Guide task execution
16.18 Working with Variable Sets
16.19 Exercise: 10 Creating Variable Sets (Working with some variables)
16.20 Exercise: 11 Add Variable Set to Catalog Item
16.21 Working with User Criteria
16.22 Exercise: 12 Create new User Criteria
16.23 Exercise: 13 Configure User Criteria for Service Catalog Item
16.24 Working with Service Catalog UI Policy
16.25 Exercise: 14 Configure a Catalog UI Policy for Catalog Item

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Chapter 17: Workflows 410 - 444

17.1 What is Workflow

17.2 Life cycle of Workflow
17.3 Who can create and modified Workflows
17.4 Workflow editor
17.5 Workflow Home Screen
17.6 Core Activities in Workflow
17.7 Workflow editor title bar options
17.8 Workflow Context Menu
17.9 Exercise: 1 Creating a new workflow
17.10 Exercise: 2 Add Activities to our workflow
17.11 Add Approval Activity
17.12 Add an action for when the approver rejects the request.
17.13 Add an action for when the approver Approved the request.
17.14 Add Task Activity
17.15 Add Notifications Activity
17.16 Add Task Activity
17.17 Add Task Activity
17.18 Add Utilities Activity (Log Message)
17.19 Validating and Publishing workflow

Chapter 18: Notifications 445 - 459

18.1 What is Notification

18.2 Email Properties
18.3 Exercise 1: Enable Basic Email
18.4 Following conditions are must be evaluating to create or update existing
email notification
18.5 Following Tabs to use to send Email notifications

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18.6 Exercise: 2 How to Create an email notification

18.7 Exercise: 3 Create Notification Email Scripts
18.8 Exercise: 4 Crete another notification email script
18.9 Exercise: 5 Add email script to our Notification
18.10 In which condition the notification is sent
18.11 How to send a notification CC and BCC?

Chapter 19: Watermarks 460 - 464

19.1 What is Watermarks on notification emails

19.2 Watermark format
19.3 Randomized watermark example
19.4 Watermark configuration
19.5 Exercise: 1 Create a custom watermark prefix
19.6 Omit an email notification watermark

Chapter 20: ACL (Access Control List) 465 - 476

20.1 What is ACL (Access Control List)

20.2 ACL evaluation process
20.3 ACL evaluate permissions
20.4 Required role to create ACL Rules
20.5 ACL matching Diagram
20.6 Levels of ACL Rules
20.7 Table ACL rules
20.8 Field ACL rules
20.9 Exercise 1: Create an ACL rule

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Chapter 21: Inbound Email Action 477 - 483

21.1 What is Inbound Email Action

21.2 Types Inbound email action
21.3 Determining the type of incoming email
21.4 How to send watermark or record number?
21.5 Conditions
21.6 Exercise: 1 Creating Inbound Email Actions

22 Chapter 21: Reports 484 - 498

22.1 What is Report

22.2 Types of Reports
22.3 Exercise: 1 Creating a new Report
22.4 Schedule and sharing report
22.5 Delete a report
22.6 Export report to PDF
22.7 Report add to Dashboard

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Chapter – 1 Service Now

I Introduction

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What is Service Now?

1. Service Now is a cloud based ITSM platform that supports IT service management (ITSM)
and automates common business process.
2. This software as a service (SaaS) platform contains a number of modular applications that
can vary by instance and user
3. ITSM Suit
4. Ticketing Tool
5. SAAS (Software as a service)
6. PAAS (Platform as a service)
7. Cloud based service
8. Used by Service Desk
9. Providing demo environment for Practice purpose
10. Do customization with Java Script

Service Now Application Ecosystem

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Incident Management
 Incident management is typically closely aligned with the Service Desk, which is the single
point of contact for all users communicating with IT.
 Incidents interrupt normal service, such as when a user’s computer breaks,
 when the VPN won’t connect, or when the printer jams. These are unplanned events that
require help from the service provider to restore normal function.

Problem Management
 A problem is defined by ITIL as the cause of One or More Incidents.
 Some incidents, such as a malfunctioning mouse at a user’s workstation, are not
indicative of a problem. Other incidents, such as repeated network outages, create a
problem investigation due to their frequency

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Change Management
 Change management (sometimes abbreviated as CM) is a collective term for all
approaches to prepare and support individuals, teams, and organizations in making
organizational change.
 It includes methods that redirect or redefine the use of resources, business process
budget allocations, or other modes of operation that significantly change a company or
organization

Release Management
 Release management is the process of managing, planning, scheduling and controlling a
software build through different stages and environments
 including testing and deploying software releases.

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Service Now & Improving IT Service management

 Service-Now is dedicated to improving the industry’s opinion of the value software
delivers.
 Service-Now develops, implements and supports a suite of on-demand IT service
management application offered via the internet as software as a service (SaaS).
 These applications are licensed on a simple and economical subscription basis
 Service-Now is redefining the IT management market, providing a new opportunity for
organizations to fix their age-old problems
 Effective IT service management is all about implementing process with as much
automation as possible,
 Remaining flexible to your business requirements and responding to reporting and
workflow needs

How Service-Now is different from other competitors

 Automatic upgrades
 Pure internet Platform
 Redundant and resilient data centers in Australia with application data encryption
 Native mobile interface
 Simplified, flexible subscription to all applications
 Google-like global search of IT
 Custom self-service portal modeled after your corporate Website
 Easily configurable applications offered as SaaS
 Drag-and-Drop graphical workflow
 Delegated administration
 Un presented growth, financial stability, customer satisfaction

Releases of Service Now

 Every ~10-12-month release cycle
 Feature release, patch release, hotfix
 New UI, new apps, new features

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Versions of Service Now

Version Name Year of Release

Aspen 2011
Berlin 2012
Calgary 2013 Dettifoss IT
Dublin 2013
Eureka 2014
Fuji 2015
Geneva 2015
Helsinki 2016
Istanbul 2016
Jakarta 2017
Kingston 2018
London 2018
Madrid 2019
New York 2019
Orlando 2020
Paris 2020

Releases & Hotfix

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Major Customers of Service Now

Service Now User Interface

Different roles in Service Now will experience different UI components.
 End User
 ITIL User (Fulfiller)
 System Administrator

Benefits of Service Now

 Hosted in the Cloud
 Easy upgrade
 Based on ITIL
 Customization Possibilities
 Data Confidentiality
 More Integration
 Improved Operational Tracking
 On demand of IT service Management
 Powerful Reporting Feature

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Why is Service Now

1. Reduction of ITSM costs by 80%
2. Uses Technology as a tool not a barrier
3. Process improvements with agility and low risk
4. Don’t have to choose between upgrading configuring

How to use for Business Prospective

1. Asset and Configuration: identify and monitor IT service assets and their relationships.

2. Planned and Policy: define IT strategies’ and manage projects.

3. IT Services: deliver IT services and support to business users.

4. IT Operations Management: track and manage IT resources and systems.

5. Non-IT Services: automate business process outside of IT

Who use Service Now

Employees
To request IT business services.

IT Support staff
To manage service requests, Incidents and problems

Administrators
To manage applications available to selected users, granting them roles and other access
controls

Implementers
To deploy process applications and platform features that address an organization business
needs

Developers
To create new functionality with scripts or custom applications to extend standard
configuration

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Who can learn Service Now

 There are no prerequisites to learn service now
 Although awareness of programming knowledge would be little helpful during the course
 Every API feature used, will be based on the service now platform

History of Service Now

 Service Now, Inc. is a cloud computing company headquartered in Santa Clara, California.
 It was founded in 2004 by Fred Leddy
 The previous CTO of software companies Peregrine Systems and Remedy Corporation.
 Service Now is listed on the New York Stock Exchange and is a constituent of the Russell
1000 index
 This tool is based on the ITIL Standards

Features of Service Now

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Founder and CEO Service Now

What is SaaS

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Service Now Architecture

Iaas Vs. Paas

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Personal Instance
Chapter - 2
Account Creation

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Service Now Developer Account Creation

In this chapter we will learn how to create a personal developer instance:
Service Now offering free and full-fledged personal developer instances (PDI) to registered users
who want to develop scope applications on the Service Now platform or improve their skills with
Service Now. Members of the Service Now Developer Program can use their PDI as long as there
is activity on the instance.

Exercise 1: Creating a Personal Developer Instance

Create a personal developer instance is very fast and easy.
1. Log in to the Service Now developer site ( https://developer.servicenow.com)

2. Provide all required details below

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3. Click on Sign Up

4. Open your Gmail account and verify it

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5. Now account is active, try to login in account

1. Click on Sign in and Provide your account password and

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2. Sign on developer agreement and click on Submit

3. Fill all mandatory fields on below form and click on Submit

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4. Click on Manage Menu and click on Request Instance button

5. Fill note field and click on I understand button

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6. Select a Service Now Version for the instance.

7. Service Now developer instance offering latest 3 versions, in this case I have selected
Madrid

8. Click on Request Instance button

9. Once created an account it will assign one domain id for each individual personal
developer instance and provide credential details

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10. Remember username and copy password then click on link

11. Past our password into current password field and set new password and confirm new
password

12. Click on Submit button

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Note: If you navigate away from the My Instance page before copying the admin credentials,
you will need to reset the admin password. Click the Action Button and select the Reset
admin password menu item. Follow the prompts to get a new admin password.

18. Service Now Home Page Look like above screen shot

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In order to keep the developer program free and provide PDIs to everyone who wants one,
instances hibernate when they are idle. You can wake up a hibernating instance by navigating
to Manage > Instance on the Service Now developer site. It takes approximately three
minutes to wake up a hibernating instance. Your work is saved on hibernating instances.

If there is no instance activity within 10 days, the instance is reclaimed. Reclaimed instances
and their data cannot be recovered. Log in to your instance and use it regularly to keep the
instance active.

Exercise 2: Login into Personal Developer Instance

In this exercise, we will learn how log in to a personal developer instance (PDI).
1. In a web browser, open developer.servicenow.com.
2. Log in with your developer site username and password. If you are not currently a
member of the Service Now developer site, create an account.
3. Open Manage > Instance.
4. Click the Request Instance button.
5. Select Madrid as the version. If Madrid is not available, select any available previous
version. After the instance is spun up, use the Actions button to upgrade to the version
of your choice.

It is not possible to downgrade versions. When your instance is available, you will see the
Instance URL and credentials.

How we come to know which version currently using

1. Move to Filter Navigator > Open application Stats.do
2. Click on Enter

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Service Now
Chapter-3
User Interface

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Service Now User Interface

In this chapter we will obtain about service now user interface:
There are three components of the Service Now user interface UI16:
1. Banner Frame
2. Application Navigator or Left Navigator or Filter Navigator
3. Content Frame

Working with Banner Frame

The banner frame shown the top of every service now home page. It contains a logo image and
global navigation controls. The controls are restricted based on user role. The admin user sees
all of the controls. The Settings control ( ) contains a pane for setting developer options. The
banner shows which user is logged in.

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The Banner Frame of UI16 contains the following controls:

1. User Menu: This control allows the user to access and modify his logged in user profile.
2. Impersonate User: Administrators can impersonate other authenticated users for testing
purposes or better understanding customer issue and view impersonation logs. The
impersonation option is not visible in the mobile view of the platform.
by default, it visible to admins
When impersonating another user, the administrator has access to exactly what that user
can access in the system, including the same menus and modules. The instance records
anything the administrator does while impersonating another user as having been done
by that user.
Note: Impersonate roles is applicable to only particular session,

3. Elevated Privilege Roles: It require you to manually accept the responsibility of using the
role before you can access the features of the role.

4. Global Search: This control helps to search for records from tables
5. Connect sidebar icon: Clicking this control opens a tab on the right side to connect with
the co-workers and also find existing conversations. This icon is available if Connect
(plugin for live feed) is enabled.

6. Help icon: Clicking this icon opens a tab on the right side with 3 links that would help the
user with documents on service now
7. Settings icon: This control opens a popup window with various options for system
settings. This window also has a button to switch the UI from UI16 to UI15 or vice versa.

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Exercise 1: Configure logo, colors, system defaults for UI16

We can use the Basic Configuration UI16 module to change brand your instance with your
company logo and colors and set basic system defaults. This is the best place to start if you are
setting up your instance for the first time or if you have recently enabled UI16.

Procedure
1. Navigate to System Properties > Basic Configuration UI16
2. Complete the configuration by changing any of the following settings.
3. Basic system configuration properties

Working with Application Navigator

The application navigator provides access to all applications and the modules they contain,
enabling users to quickly find information and services. An application a group of modules, or
pages, that provide related information and functionality in an instance.
1. Also called left-navigation bar
2. Provides links to all applications and modules to quickly find information and services.
3. Each application appears as a section in the application navigator denoted by an
application label.
4. Modules are listed by name Under each application label.
5. UI16 has 3 tabs in the application navigator

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1. All Applications

Displays all application menus and modules. Each application appears as a section in the
application navigator denoted by an application label. Modules are listed by name under
each application label.

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2. Favorites
Displays items you have added as favorites. If you upgrade to UI16 from a previous
interface, any bookmarks you created are automatically converted to favorites.

3. History
Displays transitions’ you have recently accessed

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Working with Content Frame

The content frame displays content pages when users select modules in the Application
Navigator. The pages in the content frame render data in many ways. The most basic page
types are lists and forms.

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Chapter-4 Forms

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What is Form (Service Now)

1. A form displays information from one record in a data table.
2. The specific information on a form depends on the type of record displayed.
3. Users can view and edit records in forms.
4. Administrators can configure what appears on forms.
5. A form is a content page displaying fields and values for a single record from a database
table.
6. Forms have a 1-column layout, a 2-column layout, or a mix of both.
7. Forms are opened from modules in the Application Navigator or by clicking a record's
number in a list.

What is Record
1. A single entity
2. Each record has a unique key

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Forms and Form Headers

1. Single Record
2. Many attributes
3. Customize form
4. The form header displays the title of the form (table) and provides several controls
5. The UI16 form header includes the following control

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Forms Fields
1. A field represents an individual item of data on a record
2. Users can view and modify field data on a form. For more detailed information,
3. The individual pieces of data in a record are called fields.
4. Users enter data in fields on the form or by using the list editor.
5. Administrators can create new or modify existing fields
6. Users can enter data in fields by using the list editor or by using a form.
7. In form view, fields appear as fields in the form, and in list view they appear as columns
of data in the table.

Configure Form Using the form designer

Administrators or users with the personalize form role can use the form design feature to quickly
create new or change existing form views.

Form design is an alternative to configuring forms that combines several configuration options
into one tool. It is available by default for new instances and requires UI16 or UI15.
Administrators who upgrade from a previous version must activate the Form Designer
(com.glide.ui.ng. fd) plugin to use the feature

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Parts of the UI form design interface

The field navigator

The field navigator allows you to manage fields on the form. It contains
the following elements:
1. Filter: Allows text search on the currently selected tab.
2. Fields: Displays a list of existing fields you can add to the current form.
3. Field Data Types: Displays a list of field types you can add to the current form. Adding
a field type to the form layout creates fields in the selected table when the form layout is
saved.

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Field Properties

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Working with Sections

Forms may contain one or more Sections. Sections are logical groupings of fields. In the baseline
case, sections are rendered as tabs at the bottom of a form. The use of sections prevents users
from having to scroll through long forms. Using a script, sections can be hidden when they are
not needed.

Show or hide fields with the form designer

We can move fields to and from the form workspace to display the fields on the form.

Procedure

1. Navigate to the form designer.

2. From the list of fields in the Field Navigator, select the Field you want to display from
the list of available fields.
3. Drag the field to the form layout.
4. Drag the field to the location you want it to be on the form.
5. To remove a field from the form layout, select the field and click the Remove this field
(X) button beside the field label.
6. Click Save.

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Exercise: 1 Add a form Annotation with the form designer

Annotations are form elements to add to display some data in visualization manner

Procedure

1. Navigate to the Form Designer.

2. Click the Field Types tab.
3. Select the Annotations field type.
4. Drag the annotation to the appropriate location on the form.
5. Point to the Annotations field and click the gear icon to open Properties dialog box.
6. In the Properties dialog box, enter a value for Annotation Text. You can use HTML tags
to format the Annotation text.
7. Click Save.

Exercise :2 Working with New Section from form designer

Move sections to and from the form layout to display or remove the sections on the form.

Note: Sections can have a one- or two-column layout.

By default, the first section on a form is always a read-only section displaying the label of the
table. You cannot remove this section

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Procedure

1. Navigate to the form designer.

2. Select an existing section.
3. Click the (+) button beside the section label to add a section.
4. Enter a label for the section.
5. Drag sections to reorder them. The label for the first section on the form designer is
displayed as the form title.
6. To delete a section, click the (x) button beside the section label.
7. Click Save.

The following screen shot shows how you would use form designer to add and then delete a
form section.

Working with formatters

Use formatters to add information from macros or previously scripted UI elements

What is Formatter
A formatter is a form element used to display information that is not a field in the record. Add
formatters to a form by configuring the form.

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Types of Formatters in Base Platform

Service now offering various type of formatters we can use for different requirement

1. Activity Formatter
2. Process Flow Formatter
3. Parent breadcrumbs formatter
4. Approval summarizer formatter
5. CI relations formatter
6. More…...

Exercise: 3 Configure Activity formatter

Displays the list of activities, or history, on a task form.

Procedure

1. Navigate to the form designer.

2. Click the Fields tab.
3. In the filter, enter the string Format (Activity Formatter)
4. Select the formatter you want to add to the form.
5. Add Activity Formatter in Incident Table
6. Drag the formatter to the location you want it to be on the form.
7. Click Save.

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Exercise: 4 Contextual Search Result(Formatter)

The contextual search results formatter can apply for search criteria and knowledge articles
and service catalog items

Procedure

1. Navigate to the form designer.

2. Click the Fields tab.
3. In the filter, enter the string Format (Contextual Search Result)
4. Select the formatter you want to add to the form.
5. Add Activity Formatter in Incident Table
6. Drag the formatter to the location you want it to be on the form.
7. Click Save.

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Exercise: 5 Process Flow (Formatter)

Procedure

1. Navigate to the form designer.

2. Click the Fields tab.
3. In the filter, enter the string Format (Process Flow)
4. Select the formatter you want to add to the form.
5. Add Activity Formatter in Incident Table
6. Drag the formatter to the location you want it to be on the form.
7. Click Save.

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Note: In case if Process Flow formatter is not available in base instance then we need to Create
here

Exercise: 6 Process flow Formatter Configure in Incident Table

Procedure

1. Navigate to the SystemUIProcess Flow

2. Fill the form table name (Incident)
3. Name: New
4. Label Name: New
5. Order Number: 100
6. Condition: [State] [ is] [New]
7. Drag the formatter to the location you want it to be on the form.
8. Click Submit

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Navigate to Incident view check that added formatter

Similar to add reaming status

1. [State] [Is] [In-Progress]

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2. [State] [Is] [On-Hold]

3. [State] [Is] [Resolved]

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4. [State] [Is] [Closed]

5. [State] [Is] [Cancelled]

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Form Context Menu

The form context menu provides controls based on the table and user access rights.
Administrators can customize some of the options available on a context menu using UI actions.

Access the form context menu by clicking an icon beside the form title or by right-clicking the
form header

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Field status indicators

Indicators are used on some fields to denote a special field type.
A field status indicator is a colored asterisk that may appear to the left of mandatory fields. Field
status indicators change colors to represent different states of mandatory fields.

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Working with Dot-walking in List

We can access fields on a related table from a form, list, or script by dot-walking.
We can dot-walk to related fields in a list, such as the field list in a filter. This example can define
how to filter the Incident [incident] table by the company of the caller who registered the
incident.
List fields Dot. Walking
We can dot-walk to related fields in a list, such as the field list in a filter. This example can explain
how to filter the Incident [incident] table by the company of the caller who registered the
incident.
When we open the list of fields that we want to filter, we see the list of available Incident table
fields. The reference fields are followed by the related fields.

For example, Caller is followed by Caller > User fields, which means that Caller is a reference
field, and the related fields are user fields on the Caller record. If the related fields are not present
in the list, you would select Show Related Fields at the bottom of the list.

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Exercise: 7 Configure Dot-walking in Lists

We can configure dot. walking for List apply to apply filter condition for referenced fields

Procedure
1. Navigate to Incident list > Open Condition Builder
2. Select Show Related Fields

3. When we select Show Related Fields, the menu can reload the list to display related
fields.

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4. Select Caller ==> User fields

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5. When we selected Department under Caller → User fields, the field then
becomes Caller.Deparment.
The following example shows where you are in the dot-walk. Each selected reference is stored
at the top of the fields menu, and the number of dots preceding the field label indicate how
many dots from the initial record the user has reached.

This example can show that the user is at Incident. Caller. Department. We can return to higher
levels in the hierarchy by selecting fields located at the top of the menu. For instance,
selecting Incident fields returns to the list of incident fields.

The related fields can be removed by selecting Remove Related Fields at the bottom of the list.

Exercise: 8 Configure Dot-walking in Forms

The tree picker interface presents an expandable, hierarchical view that may be used when
selecting fields. Dot-walking help to access to fields on Related Tables from a form, list, or
script.
If the current table contains any reference to another table, any field on the referenced table
can be accessed using dot-walking.
Dot-walking can reference a field by building a chain model of field names separated by dots
(periods). For instance, incident. caller. department. references the company of the user caller
to an incident.

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Note: The recommended limit for chain length is Three Levels.

Procedure
1. Navigate to Incident Record
2. Click on Create New
3. Right click on Form Header
4. Configure > Form Layout

5. Select Caller field

6. Click on Expand Reference field

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7. Open .CallerUser fields

8. Select Department field

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9. Click on Add
10. Save

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11. Navigate to Incident Form

12. Select any Caller Value from caller field
13. Automatically populated Department Value

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Chapter – 5 Lists

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What is List ?
A list is a content page displaying zero or more records from the same table. Rows and columns
organize the list. Each row is a record and each column is a field from the record. Lists are:

1. Searchable: Enter a value in the Search field

2. Sortable: Click the column label
3. Editable (if permissions allow): Double-click a field value

A list displays a set of records from a table.

Users can search, sort, filter, and edit data in lists. Lists may be embedded in forms and may be
hierarchical (have sub lists).
The list interface consists of a title bar, filters and breadcrumbs, columns of data, and a footer.
Each column in a list corresponds to a field on the table.

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List properties and actions

The list interface consists of a title bar, filters and breadcrumbs, and columns of data. Each of
these components provides features and lets you act on the list and the displayed records. There
are two list

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Hierarchical lists
Hierarchical lists allow users to view records from related lists directly from a v2 list without
navigating to a form.

Filters & Search

Filters can determine which table records are displayed in a list. When a developer creates a list
module, the filter conditions are set. In the example, only records with the Active field value of
true appear in the list. The syntax All > Active = true is known as a breadcrumb.
1. Many search bars
2. Similar search functions
3. Search wildcards

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Note: Users can create or modify filters.

1. Click the Filter icon ( ) in a list. (Condition Builder)

2. Set the [Field], [operator], and [Value].
3. Use the AND button or the OR button to add additional conditions to the filter as
required.
4. Click the Run button to apply the filter to the list. Only records meeting the filter condition
appear in the list and the breadcrumbs are updated.

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Breadcrumbs & Remove Condition

To remove a condition from the breadcrumbs, click Remove next condition (>) to the left of the
condition to be removed. For example, to remove the Active = true condition, click the >
between All and Active = true.
1. Dynamic
2. Remove a filter by clicking on “>”
3. Copy query or URL

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Apply Filter conditions in multiple ways

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Condition Builder
1. Very powerful
2. Replaces SQL statements
3. Access related fields
4. Save condition
5. Copy condition
6. Field, Operator, Value

List Context Menus

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Personalize Versus Configure

Personalizing Stephen List View
1. User specific
2. Add/remove any field on table
3. Reorder fields

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Configuring List Layout

1. Different than gear icon
2. System wide
3. Permissions

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Search Conditions with wild card Entries

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Difference between Lists & Forms

Configure List Calculation

You can configure list calculations for columns, which calculate column totals, minimums,
maximums, and averages.
1. Select Configure > List Calculations.
2. The list calculation window appears.

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Note: List calculations are available in list reports.

Configure list controls

We can configure list controls, such as buttons and filters.

Procedure
1. Open Incident list.
2. Open the list configuration page by performing the appropriate action for the list
version

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Chapter - 6
Plugins

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What is Plug-ins
1. Service-Now provides functionalities or features in the form of system modules. Usually,
2. Modules are activated by default, but if you want to add additional functionality,
3. Then you can consider system plugins. Plugins are like small software components that
Provide features and functionality as an option. Let's better understand this.

Example of Plugins
1. Example: Data Archive is a plugin that is not activated by default.
2. The size of the data Increases in Service-Now according to the time that has passed
3. For example, an incident More than a year old is less significant as compared to a
current incident, and old data may
4. Affect the performance of queries and reports.

How plugins are activated

Plugins may be added to the base platform in one of the following ways.

1. Activated by default in the base Service Now platform

2. Plugins are activated by an administrator (not by default)
3. Requested from Service Now before activating. This may be the case when a plugin is
new, is appropriate for only certain deployments, and/or can only be activated by
Service Now personnel.
4. Plugins that are associated with a for-fee subscription to an application or suite can be
activated only after your organization has purchased the subscription.
5. Plugins may contain demo data for better understanding about specific application
6. 1000 of plugins are available in service now

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After a plugin is active, you cannot disable or deactivate it. You can hide the
functionality, if needed

Importance in plugins relationship

Some plugins depend on other plugins being activated.
In some cases, a plugin cannot work at all unless one or more other plugins are installed. When
you ask to activate a plugin in this category, the system notifies you of the dependencies before
it completes the activation. If you ask to continue, the system automatically activates all the
plugins required.

In some cases, the plugin works, but certain features that do not apply to your system are not
installed. When you ask to activate a plugin in this category, the system notifies you of the
dependencies before it completes the captivation. If you ask to continue, the system activates
the requested plugin but does not include the features that depend on other plugins.

How to request a plugin?

Some plugins should be activated by default from Service Now personnel. These plugins do not
appear in the System Definition > Plugins list.

Procedure
1. In the HI Service Portal, click Service Requests > Activate Plugin.
2. Fill out the form.

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3. After subscribe the plugin, we can activate in our instance

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4. Before activating the plugin enable check box of Load demo data
5. Click on Activate button
6. Take few minutes of time to activating plugin (Track the status like below)

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7. Here we can able see plugin details

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Purchase a plugin
Some features require a separate subscription from the rest of the Service Now platform.

To purchase a subscription, we need to contact your Service Now account manager. In most
cases, the account manager will arrange to have the plugin activated on your organization's
production and non-production instances, generally within a few days. In some cases, you can
activate the plugin within the instance.

If you do not have an account manager, decide to delay activation after purchase, or want to
evaluate the feature on a non-production instance before purchase, follow the steps to activate
a plugin. If the plugin is not listed in the System Definition > Plugins module, make a request
through HI Service Portal.

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Chapter – 7
Tables

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What is Table
A table is a collection of records in the database. Each record corresponds to a row in a table,
and each field on a record corresponds to a column on that table.
Applications use tables and records to manage data and processes, such as Incident, Problem,
Change_request and CMDB. Tables can extend other tables, creating parent tables and child
tables.

1. Tables module: Provides a list of all tables in the database.

2. Tables & Columns module: Provides a list of all existing tables, with columns, column
attributes, and indexes.
3. Schema map: Provides a graphical representation of the relationships between multiple
tables.
4. Data dictionary tables: Contains additional information that defines database elements.

Database Table Overview

1. Over 2,000 tables in base instance
2. Each table has many Fields or Attributes
3. One Table can extend to other tables
4. Naming convention
5. Admin can Create/Modify tables
6. Each application has 1 or many tables

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Database, Tables, & Fields

1. A database contains many tables
2. A table contains many fields
3. Records are stored in tables

4. Each Row can be representing a one Record in the table

5. Each Field can be representing a one Column in the table

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Service Now Table Relations and Classes

We can enable one or more child tables to share fields and records with a parent table.
Administrators and Service now developers can only extend tables during the table creation.

Parent Table Child Tables

Incident

Problem
Task
Change_Request
cmdb_ci_computer
[cmdb_ci]
cmdb_ci_database
cmdb_ci_appl

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Types of tables
Base table:
Base tables are the tables already available in Service Now and which do not extend any table
We are calling with following names
1. Extended Table
2. Base Table
3. Parent Table
4. Out of the box Table

Custom table:
A table is custom if it was created by an administrator and is not part of a system upgrade or
plugin activation.

Major Tables in Service Now

Major Tables
 Task  kb_knowlege
 incident  kb_category
 problem  kb_knowledgebase
 change_request  sc_catalog
 sys_user  sc_cat_item
 sys_user_group  sc_req_item
 sys_user_role  cmdb_ci
 cmn_location  cmdb_computer

Exercise: 1 How to create a custom table

Service Now Administrators and service Now application developers can create custom tables
to store application data.

Procedure
1. Navigate to System Definition > Tables.
2. Click on New

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3. Fill the required details in form

4. Click on Submit

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Global default fields

When we create a new custom table in service now platform, several system fields are appearing
in the Table Columns embedded list. For all tables, required system fields are added
automatically. We cannot delete or modify these fields.
For tables that extend another table, fields on the parent table also appear on the Table
Columns embedded list for the current table. If you modify these fields, remember that all
changes to fields on the parent table also affect all child tables, not just the current table.
These required system fields are added to all tables:

Default system fields

1. Class [sys_class_name]
2. Created [sys_created_on]
3. Created by [sys_created_by]
4. Sys_id [sys_id]
5. [sys_mod_count]
6. Updated by [sys_updated_by]
7. Updated [sys_updated]

Exercise: 2 Delete a table

Only administrators can be able to delete a custom tables that are no longer required. For
example, delete a table from an application that is under development because the business
requirements change.
A table is custom if an administrator created it and it is not part of a system upgrade or plugin
activation. Custom table names always begins with u_, or x_ for scoped tables.
Warning: We can delete the records in the table before we delete the table. If you do not delete
the records first, errors can result on the parent table if it references the records. Deleting the
records removes any references from the parent table.

Procedure
1. Navigate to System Definition > Tables.
2. Open any custom table to delete.
3. Click Delete All Records.

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4. In the confirmation dialog box, enter Delete

5. And click OK.

6. In the confirmation dialog box, enter Delete

7. And click OK.

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Exercise:3 Delete all records from a table

We may decide to delete all the records on a table without deleting the table itself. For example,
the administrator may want to delete all incidents on a test instance without deleting the incident
table itself.

Procedure
1. Navigate to System Definition > Tables and Columns.
2. Select the table for which to delete records.

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3. Click Delete all records.

4. In the confirmation dialog box, enter delete and click OK.

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Roll back and delete recovery

Recover deleted records and roll back some actions.
Recover individual records and all related changes, and roll back certain actions such as a patch
upgrade, a plugin activation, and background script executions. The recovery and roll backs both
use rollback contexts.
The roll back and delete recovery features are available on instances that use MySQL and
MariaDB databases. Instances that use Oracle databases only support roll back. Instances that
use SQLServer do not support roll back or delete recovery.

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Roll back and delete recovery database support

Delete Recovery module

This module works for any deleted record. This recovery must be done within seven days of the
record deletion.
To find this module, navigate to Rollback & Recovery > Delete Recovery.

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Exercise: 4 restore a deleted record

We can recover deleted records that are in audited tables.
The instance can track deletions on any table, and references on audited tables, with a few
exceptions. Record deletions are not tracked in these circumstances.

Note : Record deletions are not tracked on tables with the no_audit_delete=true dictionary
attribute.

Procedure
1. Navigate to System Definition > Deleted Records.
2. Open the deleted record that you want to restore.
3. Note: You can only restore one deleted record and its associated references at a time.
4. Do one of the following to restore the record.
5. Click on Undelete with related button

6. In the confirmation dialog box, enter Yes

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Overview of Task table

Task [task] is one of the core tables provided with the base system.
It provides a series of standard fields used on each of the tables that extend it, such as the Incident
[incident] and Problem [problem] tables. In addition, any table which extends task can take
advantage of task-specific functionality for driving tasks.
The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Task
[task] Table to provide more fields for tasks to measure duration and effort.

Working with Schema Map

The schema map can define the details of tables and their relationships in a visual manner,
allowing administrators to view and easily access different parts of the database schema.
The schema map can also be printed directly from a browser.
Schema relationship types supported, and the colors used for them, are:

Schema Map for Tables

Schema Map Color Codes
Referenced by Red
Referencing Orange
Extended by Green
Extending Blue

Note: By default, all these types of relationship are displayed, but you can view or hide each
type.

Procedure
1. Navigate to System Definition > Tables & Columns
2. Select any Table like [Incident]
3. Click in Schema Map button

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4. Relation can open in Visualization manner

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5. The schema map shows the selected table in yellow, typically centered, and all tables
related to that table, typically shown at the sides.

6. Each table can display available columns in particular table

7. Click the expand button (+) beside Columns to expand the table fields.

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8. Each field should be maintaining column attributes

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Data Dictionary Tables

The system defines data dictionary, data modeling, and entity relationship information in
multiple tables.
1. Tables [sys_db_object]: It will contain a record details for all table.
2. Dictionary Entries [sys_dictionary]: It will Contain additional details for each table and the
definition for every column on each table. Each row represents either a column on a table
or a table.
3. Field Labels [sys_documentation]: It will contain the labels and language information.

Dictionary Entries
The Dictionary Entries [sys_dictionary] table, also we called the System Dictionary, it will contain
every table and field details in the system. It will contain information about fields data type and
character limit, setting a default value, dependency field setup, and other attributes of a field.
We access the system dictionary tables in multiple ways.

1. Navigate to System Definition > Dictionary.

2. To view particular dictionary definition, right-click the list header, form header, or field
label, and select Configure Dictionary.
3. Open incident form and right-click on Caller Label then see following screen shot below

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4. Second way Navigate to System Definition > Dictionary

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Field Labels
The Field Labels [sys_documentation] table, also called the Language File, contains information
about each field labels and hints for each table and column in the system.
Access the language file in one of these ways:
1. Navigate to System Definition > Language File.
2. To see the field label for a particular field, right-click on the any field label on the form.
3. The following image shown the language file filtered on Incident table

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Dictionary overrides
Dictionary overrides can provide the details about field on an extended table differently from the
field on the parent table.
For example, for a field on the Task [task] table, a dictionary override can change the default
value on the Incident [incident] table without affecting the default value on Task [task] or on
Change [change].

Only administrators can override these aspects of a field:

 Reference qualifiers
 Dictionary attributes
 Default values
 Calculations
 Field dependencies
 Default column display values
 Mandatory and read-only status and display

Use a dictionary override to allow a field in a child table to have a different value or behavior
than the same field in a parent table. For example, a dictionary override changes the default
value of the priority field from 3 in the parent table to 5 in the Incident table. child table

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Exercise: 5 Configure dictionary Override

Dictionary override used to override fields default behavior

Procedure
Task: Assignment_group field is read only for only incident table
1. Navigate to Incident Table
2. Click on New module
3. Right click on assignment_group field
4. Click on Configuration Dictionary
5. In the Dictionary Overrides related list,
6. Click on New.
7. Fill in the details on the form

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8. Make assignment_group field is read only for Incident table

9. Open the Record

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10. Click on Update

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Chapter
User – 8 User Administration

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User Administrator Overview

Manage the individuals who can access your instance by defining them as users in the system.
Create user groups, and assign users to them. Use roles to specify what different users and user
groups can see and do.
A group is a set of users who share a common purpose. Members of groups perform tasks such
as approving change requests, resolving incidents, receiving email notifications, or performing
change request tasks. Assign every user to at least one group.

Best practice of assigning roles

A good practice is to assign roles to groups rather than to users. Administrators can assign roles
quickly to multiple users by adding the users to the group. If a user moves to another group, the
role assigned to the new group is applied automatically.
1. Users are a critical part of any organization, and application access should be smooth,
2. for streamlined access to applications, you can integrate Service-Now with your
company's
3. LDAP server. Out of the box, Service-Now provides an LDAP server and user
4. Administration modules for configuration.

Allow a user to view own profile

Current logged in Users are always able to view their own profile by clicking their name in the
Welcome banner. In case if your users cannot do this, enable a system property.

Exercise:1 How to add a new company

We can add new companies that represent third-party vendors, manufacturers, or customers
with whom you do business. These companies provide a way to categorize users, groups, and
assets.

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Procedure
1. Navigate to User Administration > Companies.
2. Click New.

3. Fill and complete the form with details

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4. Click on Submit
5. Check company record in Companies list View

Exercise: 2 How to add a new department

Departments provide another way to categorize users, groups, and assets. You can add
departments and assign them to users and groups.
Department records are stored in common_department(table)

Procedure
1. Navigate to User Administration > Departments and
2. Click on New record.

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3. Create or modify the department name, ID, and description.

4. (Optional) Select the company the department is associated with.
5. (Optional) Add a department head, primary contact, or both from your list of users.
6. (Optional) Add the parent department, if applicable.

7. Click Submit.
8. Check in cmn_department. list in list view

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Working with Users

We can add a user to your instance to allow them to log in and use the service now application
features.
User records are stored in (sys_user) Table

Exercise: 3 How to create a new User

Service now Administrator can create new users in service now instance to access objects and
modules in system

Procedure
1. Navigate to User Administration > Users.
2. Click New and enter the following information:

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3. Fill the required details below

4. Submit

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Password needs reset: Enable the check box to require the user to change the password
during the first login time.

Locked out: Enable the check box to lock the user out of the instance and terminate all their
active sessions. The system prevents users with the admin role from locking themselves out.

Active: Enable the check box to make this user active.

Note: Only the administrator sees inactive user in:

Date Format: Select the user's preferred format for dates.

Exercise: 4 User Record Email Validation

Any user they want enter a non-standard email address in email field that does not pass field
validation, you must deactivate the validation script first. then provide non-standard email id.

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Procedure
1. Navigate to System Definition > Validation Scripts.
2. Select the email record.
3. uncheck the Active check box and save the change.
4. Complete the user profile, including the email address, and update or submit the record.
5. Enable the email validation script check box.

6. Above screen shot will define how email validation working

Impersonate a user
Only Service Now Administrators can impersonate other authenticated users for testing purposes
and view impersonation logs. The impersonation option is not visible in the mobile view of the
platform.

When we impersonating another user, the administrator has access to exactly what that user can
access in the system, including the same menus and modules. The instance records anything the
administrator does while impersonating another user as having been done by that user.

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Impersonation Specifications
If we want user account to be impersonated should have a user ID. We can find this ID in the
User [sys_user] table record for the account.
Note: If The use record is missing or not available, then given message to the user you selected
could not be impersonated appears.

We need several different logins to test the system:

1. An admin account to do work.
2. An itil (or similar) login to test as a technician.
3. An ess (Employee Self Service) login to test as an end user desktop.

Impersonation logs
Impersonations are logged in the System Log.
Log impersonations for either interactive (UI) or non-interactive sessions.

Working with Groups

A group is a set of users or customers who share information for common purpose.
Groups may perform tasks such as approving change requests, resolving incidents, receiving
email notifications, or performing work order tasks. Any business rules, assignment rules, system
roles, or attributes that refer to the group apply to all group members automatically. Users with
the user_admin role can create and edit groups.
1. A record in the sys_user_group table
2. Buckets which hold users who share a common purpose
3. Roles are assigned to groups
4. Groups contain 0 or more roles
5. One Inherit other groups

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Exercise: 5 How to create a new group

We can create groups and assign roles to them. Users assigned to the group inherit the roles.

Procedure
1. Navigate to User Administration > Groups
2. and create a New record
3. Fill the form with required details

4. Click on Submit

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Exercise: 6 Add a user to a group

We can add a user or members to a group so the user inherits all the roles assigned to the group.
Note: Only Admin can add members to specific group

Procedure
1. Navigate to User Administration > Groups.
2. Open particular group record.
3. In the Group Members related list, click Edit.
4. Select one or more names in the Collection list.
5. Click Add.
6. Click Update the record.

Exercise: 7 Remove a user from a group

We can remove a user from a group when they change roles.

Note: Before selecting Delete, first make sure you have properly selected the rows containing
the specific users you wish to remove from the group.

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Procedure
1. Navigate to User Administration > Groups.
2. Open particular group record.
3. In the Group Members related list, select the check box next to each group member
name you wish to remove.
4. From the Actions on selected rows menu, select Delete.

Working with role

A role is to control access to features and functionality in applications and modules. The new role
does not have access to any application or module until you add other roles to it or add the new
role to the appropriate applications and modules.
1. Grants permissions to parts of system
2. A record in the sys_user_role table
3. Assign 1 or more roles to groups
4. Role contain 1 or more access control rules
5. Many OOB roles Service Now platform supports the following types of users:
6. End User
7. IT User (ITIL or itil_admin)
8. Approver (sys_approver)
9. System Administrator (admin)

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Base System Roles

Predefined Roles
 admin  itil
 agent_admin  Itil_admin
 approval_admin  incident_manager
 approver_user  knowledge
 asset  knowledge_admin
 catalog  major_incident_manager
 catalog_admin  maint
 catalog_manager  nobody
 impersonator  public
 problem_manager  report_publisher

Exercise: 8 How to create a new Role

Once access has been granted to a role, all of the groups or users assigned to the role are granted
the access. Roles can contain other roles, and any access granted to a role is granted to any role
that contains

Procedure
1. Navigate to User Administration > Roles
2. Create a New record.
3. Fill the form below.

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4. Click on Submit

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Exercise: 9 Grant a role access to applications and modules

Roles control access to features and capabilities in applications and modules. You add a role to
an application or module to enable the role to grant access to the application or module for all
users with the role.

Procedure
1. Navigate to System Definition > Applications or
2. Navigate to System Definition > Modules.
3. Select the particular application or module to open it in form view.
4. Click on lock to open the Roles field.
5. Use the slush bucket to add the desired roles to the application or module.
6. Click on lock to close the Roles field
7. Save your changes.

Exercise: 10 Assign a role to User

We can assign a role to a user to grant access to applications and modules.
A user inherits roles from all groups to which the user belongs. You can also assign roles directly
to a user. Whenever a user is assigned a new role, it only takes affect after logging in with a new
session.

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1. To grant the admin role to a user, you must also have the admin role.
2. To grant the security_admin role to a user, you must also have the security_admin role,
and must elevate to the security_admin role before granting the security_admin role to
other users.
We cannot delete roles that are assigned to the group from the user record. You must
remove the user from the group record.

Procedure
1. Navigate to User Administration > Users
2. Open any user record.
3. In the Roles related list, click Edit.
4. In the Collection list, select the desired roles, and then click Add.
5. Click on Update.

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Exercise: 11 Assign a role to a Group

We can assign a role to a group to grant access to applications and modules to group of members.
When we assign roles to groups rather than to individual users, members of the group inherit the
role. When a user switches groups, the new group role is assigned automatically.

Procedure
1. Navigate to User Administration > Groups.
2. Open the any group to assign a role.
3. In the Roles related list, click Edit.
4. Use the slush bucket to add the desired roles to the group.
5. Click Update.

Importance of read-only role

The read-only role (snc_read_only) restricts a user or a group of users to read-only access on the
tables to which the user already has access.

1. This role is not intended to be the only role a user has. It is intended to be an extra role
to restrict insert, update, and delete operations on the tables that the user can access as
defined by the other roles.

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2. After you assign this role to a user, they can no longer can create, update, or delete
records on ANY tables.

Note: Assign this role only to users. Do not assign this role to other resources in the system,
including applications, ACLs, and so on.

Users with the snc_read_only role have the following restrictions regardless of other roles and
privileges they have.

1. User Cannot insert, update, or delete records from the UI or when using the Glide
Record API.
2. User Cannot activate or upgrade plugins.
3. User Cannot directly run SQL statements.
4. Cannot upload any XML files.
5. Can only run background scripts when on an instance in the public sandbox
environment.

Audit user roles

If we change to user roles are automatically tracked in the Audit Roles [sys_audit_role] table.

Interactive users
When we add a new user to the instance then automatically the user become a interactive
users. Interactive users can perform the following actions:
1. Use their user name and password to log in to the UI or a service portal.
2. Connect to an instance from a URL that calls a UI page, form, or list, for example,
https://<instance name>. service-now.com/incident.do.
3. Connect with single sign-on, for example, digest authentication or SAML.
4. Use their credentials to authorize SOAP connections if allowed by strict security.
5. Use their credentials for other API connections such as WSDL, JSON, XML, or XSD
without restriction.

Non-interactive users
Non-interactive users can only use their credentials to authorize API connections such as JSON,
SOAP, and WSDL. They cannot log in to the Service Now UI. The strict security high security
setting determines if non-interactive users are subject to Contextual Security requirements.

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Exercise:12 Create a non-interactive user for web services

Non-interactive users can only connect to a Service Now instance from an API protocol. Use this
feature to set up user accounts for web service authentication purposes.
Non-interactive users cannot log in to an instance or a service portal, connect through single-
sign-on, or be used as a MID Server user.

Procedure
1. Navigate to User Administration > Users.
2. Search for the user to be updated.
3. For example, SOAP user.
4. Select the Web Service Access Only check box.
5. Click Update.

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Chapter – 9
UI Policies

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What is UI policy and Usage?

UI policies can dynamically change the form behavior of information.

Ui Policy is alternative of Client Scripts, its mainly running in client side used to fields make
Read only/Writable, Mandatory/Optional, Visible/Invisible.

1. We can use UI policies to make the number field on a form read-only, make the short
description field mandatory, and on hold reason filed is Hide.
2. Basic UI policies do not require any scripting,
3. however, for more advanced actions, in case if you want use scripting enable option Run
scripts
4. You can also use client scripts to perform all of these actions, but for faster load times
use UI policies when possible.
5. UI policies change fields on a form based on a set of conditions.
6. Use UI policies to show or hide fields, or to make fields mandatory or read-only based
on these conditions.
7. A UI policy specifies one or more actions to take when the policy is executed.
8. First we can create the ui policy. Then add as many actions as required.

UI policy actions are applied only if all of the following conditions are
met:
 The UI Policy record is Active
 The items in the Conditions field evaluate to true
 The field specified in the UI policy action is present on the specified form

Creating a UI policy
We can create a UI policy to implement the conditions in the Incident form when the stage was
changes to different states

Exercise: 1 About This Requirement

Number and Priority field are read only and Caller and Short Description fields are mandatory
for all states in [Incident] Table

 Number and Priority Fields are Read Only

 Caller and Short Description fields are Mandatory

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Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Order :100
6. Short Description: Number and Priority field are read only and Caller and Short
Description fields are mandatory for all states in [Incident] Table
7. Click on Submit

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8. Again open the same UI policy record and apply action

9. Go to UI Policy Action tab from Related List
10. Click on UI Policy Action New

11. Select Number field make it read only true

12. Click on Submit

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13. Similarly set to remaining fields Priority Read Only True

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14. Caller Mandatory True

15. Short Description Mandatory True

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16. Follow the below screen shots to find all actions in UI Policy

17. Check in Incident records how these are working

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Exercise: 2 About This Requirement

When the Incident State is On-Hold Then On Hold Reason field should be Visible and
Mandatory

 Condition : [State] [Is] [On Hold]

 Action : On-Hold Reason Filed is Visible True / Mandatory True

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Conditions: state is On-Hold
6. Order :200
7. Short Description: When Incident Sate is On-Hold Then On Hold Reason field should be
Visible and Mandatory
8. Click on Submit

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9. Again open the same UI policy record and apply action

10. Go to UI Policy Action tab from Related List
11. Click on UI Policy Action New

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12. Set On hold reason filed is Mandatory and Visible True

13. Click on Submit

14. Check in Incident records how it is working

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Exercise: 3 About This Requirement

When the Incident state is Resolved Then Assigned to and Assignment group fields are should
not be visible

 Condition : [State] [Is] [Resolved]

 Action : Assigned to Visible False
 Action : Assignment group Visible False

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Conditions: state is Resolved
6. Order :300
7. Short Description: When The Incident state is Resolved Then Assigned to and
Assignment group fields are should not be visible
8. Click on Submit

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9. Again open the same UI policy record and apply action

10. Go to UI Policy Action tab from Related List
11. Click on UI Policy Action New
12. Assign to visible False
13. Click on Submit

14. Assigned to Visible False

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15. Click on Submit

16. Assignment group Visible False

17. Click on Submit

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18. Check in Incident records how it is working

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Exercise: 4 About This Requirement

When the Incident state is Resolved Then Resolution Code and Resolution notes fields are
Mandatory

 Condition : [State] [Is] [Resolved]

 Action : Resolution Code Mandatory True
 Action : Resolution Notes Mandatory True

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Conditions: state is Resolved
6. Order :400
7. Short Description: When Incident state is Resolved Then Resolution Code and
Resolution Notes fields are Mandatory
8. Click on Submit

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9. Again open the same UI policy record and apply UI policy action
10. Go to UI Policy Action tab from Related List

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11. Click on UI Policy Action New

12. Set Resolution Code mandatory true
13. Click on Submit

14. Navigate to UI Policy Action tab from Related List

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15. Click on UI Policy Action New

16. Set Resolution Notes Mandatory True
17. Click on Submit

18. Navigate > incident record to see how it is working

Exercise: 5 About This Requirement

When the Incident Category value is Inquiry/Help then Subcategory field should not be visible

 Condition : [Category] [Is] [Inquiry/Help]

 Action : Subcategory Visible False

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

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4. Table: Incident
5. Condition: Category is Inquiry/Help
6. Order :500
7. Short Description: When the Incident Category value is Inquiry/Help then Subcategory
field should not be visible
8. Click on Submit

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9. Again open the same UI policy record and apply UI policy action
10. Go to UI Policy Action tab from Related List

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11. Click on UI Policy Action New

12. Set Subcategory Visible False
13. Click on Submit

14. Navigate > incident record to see how it is working

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Exercise: 6 About This Requirement

When the Incident State is Closed or Cancelled Then Number, Caller, Category, Impact,
Urgency, State, Work notes, Closed Code, Closed Notes, Assign to, Assignment Group,
Comments, Knowledge Configuration Item, Short Description Fields are Read Only

 Condition : [State] [Is] [Closed] or

 Condition : [State] [Is] [Cancelled]

 Action : Caller Read Only True

 Action : Category Read Only True
 Action : State Read Only True
 Action : Impact Read Only True
 Action : Urgency Read Only True
 Action : Assigned to Read Only True
 Action : Assignment Group Read Only True
 Action : Configuration Item Read Only True
 Action : Short Description Read Only True
 Action : Work Notes Read Only True
 Action : Closed Notes Read Only True
 Action : Knowledge Read Only True
 Action : Closed Code Read Only True

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

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4. Table: Incident
5. Condition: State is Closed (or)
6. Condition: State is Cancelled
7. Order :600
8. Short Description: When the Incident State is Closed or Cancelled Then Number, Caller,
Category, Subcategory, Impact, Urgency, State, Work notes, Closed Code, Closed Notes,
Assign to, Assignment Group, Comments, Knowledge Configuration Item, Short
Description Fields are Read Only
9. Click on Submit

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10. Again open the same UI policy record and apply UI policy action
11. Go to UI Policy Action tab from Related List
12. Click on UI Policy Action New

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13. Set State Read Only True

14. Set Caller Read Only True
15. Set Impact Read Only True
16. Set Urgency Read Only True
17. Set Number Read Only True
18. Click on Submit

19. Set State Read Only True

20. Set Caller Read Only True
21. Set Impact Read Only True
22. Set Urgency Read Only True
23. Set Number Read Only True
24. Click on Submit

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25. Set Configuration Item Read Only True

26. Set Category Read Only True
27. Set Assignment Group Read Only True
28. Set Assign to Read Only True
29. Set Short Description Read Only True

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30. Set Close Notes Read Only True

31. Set Close Code Read Only True
32. Set Comments Read Only True
33. Set Knowledge Read Only True
34. Set Work Notes Read Only True

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35. Navigate > incident record to see how it is working

Exercise: 7 About This Requirement

When the Incident State is On-Hold and On Hold Reason is Awaiting Caller Then Comments
field is make Mandatory

 Condition : [State] [Is] [On-Hold] and

 Condition : [On Hold Reason] [Is] [Awaiting Caller]

 Action : Comments Mandatory True

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

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4. Table: Incident
5. Condition: State is On Hold (and)
6. Condition: On Hold Reason is Awaiting Caller
7. Order :700
8. Short Description: When the Incident State is On-Hold and On Hold Reason is Awaiting
Caller Then Comments field is make Mandatory
9. Click on Submit

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10. Again open the same UI policy record and apply UI policy action
11. Go to UI Policy Action tab from Related List
12. Click on UI Policy Action New

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13. Addition Comments Mandatory True

14. Click on Submit

15. Navigate > incident record to see how it is working

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Exercise: 8 About This Requirement

When the Incident State is Closed Then All the Related List should not be Visible in Incident
Form

 Condition : [State] [Is] [Closed]

 Related List Action : Task SLA, Affected Cis, Impacted Services/Cis, Child Incidents

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Condition: State is Closed
6. Order :800
7. Short Description: When the Incident State is Closed Then All the related list should not
be Visible in Incident Form
8. Click on Submit

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9. Again open the same UI policy record and apply UI Policy Related List action
10. Go to UI Policy Related List Action tab from Related List
11. Click on UI Policy Action New
12. Set List Name Impacted Cis Visible False
13. Click on Submit

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14. Set List Name Affected CI Visible False

15. Click On Submit

16. Set List Name RequestParent Visible False

17. Click on Submit

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18. Navigate > incident record to see how it is working

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Reverse if false:
When we enabled this check box. If the incident state is not Closed, the UI policy is reversed.

On load
When we Enabled this check box to perform the actions when the form is loaded or when the
condition changes.

Inherit
Tables that extend the specified Table inherit this UI Policy

Use Client scripts in UI policies

We can write Client Scripts for UI policies that will run on the client side.
We can use the UI Policy form to create client scripts that run Onchange when the UI policy
conditions are met (Execute if true) or not met (Execute if false). To display these scripting fields
in the UI Policy form, in the Script section, Enabled the Run scripts check box.

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Exercise: 9 About This Requirement

When the incident State field value changes to Closed, given alert message to customer, if
condition is True

 Condition : [State] [Is] [Closed]

 Alert Message : ‘Are you closing this Incident’

Procedure
1. Navigate to System UI > UI Policies.
2. Click New.
3. Fill the form with below details

4. Table: Incident
5. Condition: State is Closed
6. Order :900
7. Short Description: When the incident State field value changes to Closed, given alert
message to customer, if condition is True
8. Select Script Tab
9. Run scripts: Enabled Check box
10. Run Script in UI type: All
11. Click on Submit

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12. Navigate > incident record to see how it is working

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Chapter – 10
Data Policies

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What is Data Policy

Data policy are similar to UI Policy used to enforce data consistency by setting Mandatory and
Read-only states for fields.

Data policies are working as UI policies, but UI policies only apply to data entered on a form
through with in the browser. Data policy rules can apply to all data entered into the system,
including data brought in through import sets or web services and data entered through the
mobile UI enter data through java script.

Example, suppose that we are configured a web service or rest API that allows users from outside
the platform to update incident record on the Service Now instance. but these incidents are not
updated through the instance UI, they are not subject to the UI policies on the problem form. To
ensure that the Resolution code and Resolution notes field is completed before an incidents are
marked Closed/Resolved,
1. We can create a data policy that applies to server-side imports.
2. Data that does not comply with this data policy displaying an error.
3. We can also apply the UI policy on the browser by selecting the Use as UI Policy on
client check box in the data policy record.
4. By default, data policies are applied to all Glide Record operations including those used
in Scripted REST APIs, and the REST Table API.

Exercise :1 Create New Data Policy

We can create a new data policy rule to define data rules for a Incident table.

Caller and Short Description fields are make mandatory in incident table

Procedure
1. Navigate to System Policy > Rules > Data Policies.
2. Click on New

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3. Fill Data Policy form

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4. Table: Incident
5. Reverse if false: Auto Filled
6. Active: Auto filled
7. Apply import sets: Auto filled
8. Apply to REST/SOAP: Auto filled
9. Use as UI Policy on Client: Auto filled
10. Short Description: Caller and Short Description fields are make mandatory in incident
table
11. Right click on form Header and Save

12. Come down on same form

13. Create New Data Policy Rule click on New

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14. Field Name: Caller

15. Mandatory: True
16. Click on Submit

17. Create New Data Policy Rule click on New

18. Field name: Short Description

19. Mandatory: True
20. Click on Submit
21. Click on Update

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Exercise 2: Converting UI policy to data policy

We are going to convert the UI policy to Data policy to apply the same condition to data policy
for server side
Requirement: When State is Resolve Then Resolution code and Resolution note are mandatory

1. We can also apply a UI policy condition and action to Import Sets

2. Data imported by REST/SOAP web services when we convert it to a data policy.
3. When we create a record from Glide Record API
4. When we can convert a UI policy to a data policy then automatically deactivates the UI
policy record. activates data policy record
5. To retain the policy in the UI, ensure that the Use as UI Policy on client check box is
selected on the data policy record.
6. While converting UI policy to be eligible for conversion to a data policy, the following
conditions should be met on the UI Policy form.

Procedure
1. Navigate to System UI > UI Policies
2. Open an existing UI policy record like below screen shot

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3. Go to under Related Links,

4. Click on Convert this to Data Policy

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5. We will get below screen shot after converted

6. Click on Update

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7. Refer below screen shot successfully converted to Data Policy Rule

Exercise: 3 Convert Data policy to UI policy

We can convert a data policy to a UI policy is useful if a data policy already exists, but only needs
to apply to records created or updated with in browser and client side. While convert to data
policy this is not deactivates - the new UI policy will have applied only at the system UI browser
side and not working to import sets or data imported from REST/SOAP web services

1. This is an alternative to converting from a Data policy to a UI policy is to select the Use
as UI Policy on client checkbox on the data policy record.
2. This field extends the data policy to the UI. The main difference between converting and
using the Use as UI Policy on client checkbox is that converting provides the Visible field
on the UI policy record.

Procedure
1. Navigate to System Policy > Rules > Data Policies.
2. Open existing Data Policy record

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3. Go to Under Related Links,

4. Click on Convert this to UI Policy.

5. Refer below screen shot successfully converted to UI Policy

6. Click on Update

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Chapter – 11 Metrics

What is Metrics in Service now

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What is Metrics?
A metrics can be calculating and evaluates the effectiveness of IT service management processes
in Business.
Ex: a metric will measure the effectiveness of the incident, resolution process by
calculating how long it takes to resolve an incident and close the incident

Highlights of Metrics
1. Sometimes a metric can be easily gain from the data.
2. It is used to find the number of incidents or problems that were resolved or closed
today,
3. We can generate a report will simply count the number of incidents in the incident table
with a Created date of last 3 months.
4. Often, however, metrics need to be gathered as data is updated.
5. Representing how long an incident was assigned to a certain group requires collecting
information about assignment changes and calculating the duration of each assignment.
6. Ex: The "Assignment Group Duration" metric can calculating the duration of time an
incident is assigned to a one group to another group.
7. The metric is defined by creating a metric definition of type "Field value duration" and
selecting the "Assigned to" field from the Incident table.

Exercise :1 Create a metric definition

Create a metric definition for Incident table
This metrics can be calculating the time duration between Individual assign to field

Procedure
1. Navigate to Metrics > Definitions
2. Click on New.

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3. Fill metrics definition Form

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4. Number: Auto Filled

5. Name: Assign to Calculation
6. Table: Incident
7. Field: Assign to
8. Type: Field value duration
9. Description: This metrics can be calculating the time duration between Individual assign
to persons
10. Timeline: check true
11. Click on Submit
12. Open one existing incident record add Metrics related list

13. Right click on Form Header > Configure > Related List

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14. Select Metrics related List and Click on > Add

15. Click on Save

16. Successfully added Metrics Related List to Incident form

17. Change assigned to field value and check Metrics calculation

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In the base system, metrics are configured to work on the task table only. To apply metrics to
cmdb_ci tables, duplicate the metric events business rule that currently runs on the task table
for the cmdb_ci table. Without the events created, no metric processing

A metric instance is a record in the metric_instance table. A record contains details about
one instance of a metric.

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Chapter – 12 Related Lists

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What is Related List?

The Related Lists are showing on particular forms and show records in tables that have
relationships to the current record.
1. Users can view and modify the information in related lists based on current form
2. Only Administrators can configure related lists to appear on forms and in hierarchical
lists by configuring a form.
3. There is no size limitation for related list

Exercise: 1 Configure Related List

Create a new Relationship that will be display all related records based on current Assign to
field

Procedure
1. Navigate to System Definition > Relationships
2. Click on New

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3. Fill Relationship form

4. Name: Incidents Assigned to same user

5. Applies to table: Incident
6. Queries from table: Incident
7. Code: current. addQuery (‘assigned_to’, parent.assigned_to);
8. Click on Submit

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9. Navigate to any existing Incident Record

10. Right click on Form Header
11. Go to Configure > Related List

12. Select >Incident Assigned to same user related list

13. Click on > Add
14. Save

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15. Check the result in Incident record

16. If you want explore more into Related Lists following existing Relationship record

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Exercise: 2 Configure default filter for Related Lists

We can create a default filter condition that will working on to a related list when a form loads.

Procedure
1. Navigate to the Related List > Incidents record on a Change record).
2. Navigate>Incident Related List
3. Build the Required filter condition using the Condition Builder
4. Condition: [Active] [is] [true]
5. Click on Set as Default Filter
6. Click on Run

Exercise :4 Configure User Transaction Related List

This Relationship will show last 10 transactions performed by current user

Procedure
1. Navigate to System Definition > Relationships.
2. Click on New.

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3. Fill Relationship Form

4. Name: Current user last 10 transaction

5. Applies to table: User[sys_user]

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6. Queries from table: Task[Task]

7. Code: current.addQuery(‘opened_by’ , parent.sys_id);
8. Click on Submit
9. Navigate to > User Administration > Users
10. Open any particular User Record (Ex. Fred Luddy)
11. Right Click on Form Header
12. Add Current User Last 10 Transaction Related List to your form
13. Check Result like below

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Chapter – 13 SLA Definitions

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Define Service Level Management

In any business service the Service Level Managers are responsible for a set of agreements
between a service provider and customer that define the scope, quality and speed of the services
being provided.

Service level agreements (SLAs) provide the customer with an expectation of service within a
known time line and the capability to monitor when expected service levels are not being met.

Purpose of SLA
We can use the SLA Definition document to define a specific set of business criteria that would
result in an SLA being running.

We need to define some of the following parameters:

 Table: SLAs can be defined against any particular table like. Incident
 Duration: You can specify the time duration in which the service must be provided to the
customer.
 Schedule: We can define the schedule time, which represent valid working and not-
working days that the service provider follows to deliver the service. The selected
schedule will be used to determine when the SLA will breach.
 Conditions: You can specify the conditions under which the SLA will start, pause, stop, or
reset.

When any SLA Definition is triggered against a particular task the Task SLA record is
created and contains all the tracking data for the specific SLA on that record.
If an SLA Definition exists for Priority 1 incidents a Task SLA record [task_sla] will attach to the
P1 incident record and capture all the data associated with it. In many cases there will be multiple
Task SLA records against a single task since many definitions apply.

Objectives of SLA
 Define, Document, Agree, Monitor, Measure, Report and Review the level of IT Service
Provided
 Provide and improve the relationship and communication with the business and customer
 Ensure the specific and measurable targets are developed for all IT service
 Monitor and improve the customer satisfaction with quality of service delivered

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Create new SLA definition

An SLA definition record can define the conditions, schedule, duration, timings, workflows, and
other information required to create and progress task SLAs. We can able to create one or more
SLA definition records based on our client requirement
Priority 1 resolution time is (1 hour) SLA Definition defines the Task SLAs to attach to
incidents with a P1 - Critical priority, specifies appropriate conditions for those Task
SLAs, and uses the default SLA workflow to create events such as to send a notification,
when an incident's Task SLA reaches 50% of its allotted time and it can provide
information about breaches

SLM Architecture – Agreements

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Types of SLAs (SLA, OLA, UC)

Service Level Requirement (SLR)
A set target and responsibilities documented agreed upon for each proposed new or changed
services. SLR based upon business objectives and used to negotiate agreed upon service level
targets

Service Level Agreement (SLA)

An agreement between an It service provider and IT customer, it defines key service target and
responsibilities of both parties.

Operation Level Agreement (OLA)

An agreement between an IT service provider and another part of same organization that assist
with the provision of service. A facilities department that maintaining.
Network team supports the (network services). An OLA should contain targets

Underpinning Contract (UC)

A contract between an IT service provider and external third part vendor covering delivery of
services that support it organization in its delivery of services.

Exercise: 1 Add the choices to below fields

First we have to add choices for Impact, Urgency, Priority fields
Impact: 4 –Very High, Urgency: 4 – Very High, Priority: 6 – Very Critical

Procedure
1. Right click on Impact label
2. Click on Configure Choices

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3. Add the choice 4 – Very High

4. Click on Save
5. Right click on Urgency label
6. Click on Configure Choices

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7. Add the choice 4 – Very High

8. Click on Save
9. Right click on Impact label
10. Click on Configure Choices

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11. Add the choice 6 – Very Critical

12. Click on Save

13. Configure Lookup Definition Record in dl_u_priority table
14. Navigate to filter navigation open table dl_u_priority.list

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15. Click Priority Data Lookup New

16. Fill the below form

17. Click on Submit

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Exercise: 2 Create new SLA definition

Any customer created a Very Critical Priority Incident Then This SLA Definition record will
attach to that incident

Procedure
1. Navigate to Service Level Management > SLA Definition
2. Click on New
3. Fill the below details

4. Name : Very Critical Incident (30 mins)

5. Type : SLA
6. Target : Resolution
7. Table : Incident
8. Workflow : Default SLA Workflow
9. Duration
10. Schedule Source: No Schedule

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11. Apply the conditions when it has to be start, pause, stop, reset
12. Start Condition

13. Pause Condition

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14. Stop Condition

15. Reset Condition

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16. Click on Submit

SLA Task: 1
1. Navigate to Incident Application > Click on New Module
2. Impact : Very High
3. Urgency : Very High
4. Priority : Auto filled (Very Critical)
5. Click on Submit

6. Again open same record

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7. Navigate to Task SLA from Related list

8. This example demonstrates how an SLA can be attached to an incident, then progressed
to completion.
9. SLA Time Line

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SLA Calculation for exact time

As a result, breaches can occur when SLA calculations are calculated up to 100%. You can
enable SLA calculations to instead use the business time or actual time left.
For example, a business percentage of 99.951% is rounded up to 100%, which causes a breach.
For more accurate SLA calculations, enable the SLA engine property for using the exact value of
the business time left if a schedule is specified or the actual time left if the SLA has no schedule
specified.

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Chapter – 13
Import Sets

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What is import sets?

Import sets will allow service now administrators to import the data from various external data
sources, and then we can map that data into Service Now target tables.
1. The Import Sets table can act as a staging area for records imported from various data
source
2. Data should not be imported in extremely large files that may cause some problem.
Creating an extremely large import set can cause delays and system outages.
3. A transform map can be defining the relationships between fields displaying in an Import
Set table and fields in an existing Service Now table
4. Importing sets will skip records when the data in the instance matches the data being
imported.
5. Import Sets can run on as user System. Therefore, Import Sets cannot add data to
encrypted fields

Import Sets Supporting Files

CSV This files that double quotes may not appear inside
fields. The first row of data in an imported CSV file
becomes the header row and defines the columns for
that import set.

Excel Excel files should have the extension of XLS or XLSX

extension.

XML XML files should have a consistent XPath for each

data row from this file.

JSON For JSON arrays, the path for each row must specify
the array root element twice, such as

Supporting External Data Sources

JDBC Importing data through some JDBC
connection require Mid Server
Configuration
LDAP LDAP imports require a valid transform
map.

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Exercise: 1 Importing Excel File

We will import Excel File that is representing each row is record in a file
Following below steps to importing data in service now tables.

We are going to importing the data into sys_user table

Procedure

1. First we need to create Data Source File

2. Open Empty Excel File and Crete 8 or More user records

3. Navigate to System Import Sets

4. Click on Load Data module

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5. Fill required detail below

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6. Select Create Table Radio Button

7. Label: User Records Import
8. Name: Auto Filled
9. Source of the Import: File
10. File: Select our target file from browser
11. Sheet number: 1
12. Header row :1
13. Click on Submit
14. Check the status of import process like below screen shot

15. Create new Transform Map

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16. Fill Transform Map form

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17. Name: User Records Transform

18. Source table: User records import
19. Target table: sys_user
20. Run business rules: Disabled property

21. Right click form header and click on Save

22. Down to under Related Links

23. Click on Auto Map Matching Fields

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24. Create Coalesce for email field

25. Click on Mapping Assist

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26. Select Mapped Fields radio button

27. Click on Save button

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28. Click on Transform

29. Select our Transform

30. Click on Transform Button

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31. Click on Transform History

32. Check Status for all records

33. Open ISET0010003 record check history

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34. Navigate to sys_user table check all new records

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Import Sets Terminology

1. Load Data

If we want import bulk data into service now tables, first we have import the staging table
(temporary table).

2. Transform Maps

A transform map is staging area that is used to set of field maps that define the
relationships between fields in an import set and fields in an existing Service Now table
(Source & Target), such as Configuration Item [cmdb_ci] or User [sys_user].

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After created a transform map, we can be able to reuse it to map data from another import set
to the same table based on our business requirement
The Transform Maps module enables an administrator to define destinations for imported data
on any tables. Transform mapping can be as simple as a drag and drop operation to specify
linking between source fields on an import set table and destination fields on any table. Use
transform mapping to map source and destination fields dynamically.

Multiple Transform Maps

Multiple transform maps can be applied to a single data source.
One import set row is created per transform map. This behavior can cause a large number of
temporary records to be generated.

If we want use multiple transform maps for the same import set, the transform creates
multiple entries in the import set table.

Users can select multiple transform maps during data import. The selected transform maps will
be executed on the same import set in the order specified.

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What is Coalesce

1. The coalesce is a field property that is used to when we inserting data into target table,
System won’t be accepting user to inserting duplicate records and and uses to updating
existing records.

2. The coalesce option on a field map allows you to specify if the selected Target field should
be used to coalesce on when import set records are transformed. If the field
map Coalesce checkbox is selected,

3. when the import set row is transformed the instance checks for an existing record in the
target table that has the same value in the Target field as the import set row Source field.

4. If an existing record with a matching value in the target table, then that record is updated.

5. If any record not matched, then a new record will create in the target table.

When we can choose fields in the target table to make coalesce on only if those fields
will have unique values in the table. If more than one record in the target table
matches the specified coalesce options, only the first matching record in the target
table is updated.

No coalesce
If no coalesce is created, all imported rows or records are treated as new records in the target
table. existing records are not being updated.

Single field Coalesce

You can coalesce on a single field to update an existing record.
If a target table record exists with the same value in the coalesce field as the staging table record,
the target table record is updated using the import set record values.

Multiple-field coalesce
We can make Coalesce on multiple fields to update an existing record.
If a target table record exists with the same values in all coalesce fields as the staging table record,
the target table record is updated using the staging table record values. All coalesce field values
between the target and staging tables must match to coalesce with multiple fields.

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Records Updating No Inserting (Restrict User)

When we want to only update the records where a record match is found, and skip where a
record not match, then we can define a coalesce field and add the following script as
an onBefore script to the transform map.

Working with conditional coalesce using dot-walking

We can use dot-walked fields in a conditional coalesce script, which is to match the email address
of a user when importing Incident or Problem data.
In this example, this script is defined in the Source script of a field map for the Incident target
table sys_id field.

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Working with Coalesce on empty fields

1. We can control user if an import set will coalesce on fields with no value.
2. The field map Coalesce empty fields field allows you to coalesce on fields with no value.
3. By default, fields marked as Coalesce in the field map cause the import set to check for a
target record with a field value that matches the value from the import set staging record.
4. When Coalesce empty fields is selected for that field map, an empty value in the target
record and import set staging record counts as a match for the purpose of coalescing.
5. the User transform map coalesces on the email field. With the Coalesce empty
fields option selected,
6. a source record containing an empty email address coalesces to a target record containing
an empty email address.

Import sets maximum row size

1. Rows imported using import sets must not exceed the maximum row size.
2. A single row in a database may not contain more than 8126 bytes of data.
3. The size of each row is determined by the amount of content in all fields, as well as the
character set for text fields.
4. For example, a row with 10 text fields each containing 1000 characters using a French
character set takes 15360 bytes.
5. Attempting to import more data to a single row than the maximum size causes the
import to skip that row. Any rows that were skipped for this reason are listed in the
import log.

View the Import Log File

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Transform map scripts

Transform Map scripts allow user to customizing and performing import operations using an
automatic programming interface to including advanced logic.
A transform map script will execute as events fired while an import set is being transformed
onto a Service Now table. Transform Map scripting is fully integrated into the Service Now
scripting environment.

There are two types of Transform Map scripts:

1. Explicit Transform Map scripts, which explicitly define mapping relationships

2. Transformation Event scripts, which modify the processing of events at different stages
of a transformation

Types of Transform Map Script Events

1. onStart
2. onComplete
3. onBefore
4. onAfter
5. onForeignInsert
6. onChoiceCreate
7. onReject

Transform Map Script Events

1. onStart
The onStart event script will execute at the start of an import run, before any data rows
are read.

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2. onComplete

The onBefore event script will be execute at the start of a row transformation, before the
source row is transformed into the target row

3. onBefore

The onBefore event script will be execute at the start of a row transformation, before the
source row is transformed into the target row.

4. onAfter

The onAfter event script will be execute at the end of a row transformation, after the
source row has been transformed into the target row and saved.

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5. onForeignInsert

The onForeignInsert event script will be execute at the start of the creation of a related,
referenced record, before the record is created.

6. onChoiceCreate
The onChoiceCreate event script is processed at the start of a choice value creation,
before the new choice value is created.

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7. onReject

The onReject event script will be execute during the occurrence of a foreign record or
choice creation, and the foreign record or choice is rejected, the entire transformation
row is not saved.

Excericse:2 Schedule a data import

We can schedule imports make it is possible to specify that certain import activity should occur
at some regular interval.
Do not schedule multiple imports at the same time. Running multiple imports concurrently may
negatively impact performance or cause an instance outage.

Creating Data Source

We can create a data source record to describe what data an import set should import.

Procedure
1. Navigate to System Import Sets > Administration > Data Sources.
2. Click New.

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3. Fill Data Sources form

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4. Name: Schedule Import Data

5. Import set table label: Schedule Import Table
6. Import set table Name: Auto Filled
7. Type: File
8. Format: Excel(.xls)
9. Sheet Number:1
10. Header row :1
11. File Retrivievel method: Attachment
12. Manage Attachment: Import Schedule data attached here

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13. Click on Test Load 20 Records

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14. Create new transform map to load data into service now table

15. Fill transform map form

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16. Name: Schedule Import Transform Map

17. Source Table: Schedule Import Data
18. Target Table:sys_user

19. Right click on form header and click on Save

20. Down the same form click on Auto Map Matching Field

21. Click on Mapping Assist

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22. Auto mapping fields from Source and Target

23. Click on Save

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Schedule a data import

After created a data source we can Scheduled imports make it is possible to specify that certain
import operations based on client requirement

Procedure
1. Navigate to System Import Sets > Administration > Scheduled Imports.
2. Click on Scheduled Data Imports New

3. Fill Data Import Form

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4. Name: User Data Schedule Import

5. Data Source: Schedule Import Data (Add Which you have created before)
6. Run as: auto filled (who logged in system already)
7. Run: Daily
8. Time: 09:00:00
9. Conditional: Checked True
10. Condition: answer = true;
11. Click on Submit

12. Selected record will execute daily at 9 am

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Chapter – 14
Update Sets

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What is Update Set

An Update Set is a group of configuration changes or customizations that can be used to track all
individual developer changes and moving changes from one instance to another. This feature will
allow administrators to group a series of changes into a particular set and then move them as a
unit to other systems for Testing or Deployment purpose.
Update sets will track all our developer changes to applications and system platform features.
This allows developers to create new functionality on a non-production instance and moving the
changes to another instance.

Note: An update set is an XML file that contains:

1. Each set of record details that should be uniquely identify the update set.
2. Group of customization or Configuration changes in our instance.
3. A state that can be defining whether another instance can retrieve and apply
configuration changes.

Why use update sets

The sys_id, the unique identifier that marks every Service Now record would be different. This
can cause issues in certain scripting and configuration situations.
You may think you created that customization exactly the same as in development, but may
have missed a few steps in Test or Production. You tested your customizations in development
and they worked. Now in production they work differently. Trying to diagnose what is different
can be pain-staking. If you would have used update sets to begin with, this issue would not
have occurred.

Developers have additional options with update sets such as:

1. We can create an update set for a specific version of an application.
2. Specify which application tables want to track in update sets.

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Update set tables

When we create an update in service now instance each update set is stored in the Update
Set [sys_update_set] table, and the customizations that are associated with the update set,
which are entries in the Customer Update [sys_update_xml] table, appear as a related list on
the update set record.
When we want to tracked object is customized, a corresponding record is added or updated in
the Customer Update [sys_update_xml] table and is associated with the user current update
set. The associated application file properties are tracked and transferred along with the
customized object in a single update record. A corresponding record is also added to the
Versions [sys_update_version] table.
Do not directly modify Customer Changes in [sys_update_xml] records. It is not best
practice

Customizations tracked by update sets

Update sets can track customizations to application tables, fields, and records.

Update sets track customizations under these conditions:

1. Where the table has an [update_synch] dictionary attribute.

2. Where there is a special handler to track changes to multiple tables.
3. Where the administrator has not excluded a field from updates.

 In generaly, update sets capture configuration or customization information but not task
or process data.
 For example, update sets track service catalog item definitions and related configuration
data like variables and variable choices.
 However, if you test the service catalog by placing orders, update sets do not track
order requests, items, and catalog tasks.
 Update sets have a limited capacity to transfer data as application files.
 For larger data transfers, export data and import it with an import set or web service.

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Special handlers
Some changes require special handlers because they represent information on multiple tables.
These changes are packaged into one update set entry so that all records are properly updated
when the customization is committed. The following changes are tracked with special handlers

 Workflows
 Form sections
 Lists
 Related lists
 Choice lists
 System dictionary entries
 Field labels

What update set Captured

 Choice lists
 Reports
 Workflows
 Form sections
 Lists
 Related lists
 Choice lists
 System dictionary entries
 Field labels
 Tables
 Fields
 Form layout
 List layout
 Business rules, Client scripts, Script includes, UI Scripts, and other scripts
 System properties

What it does NOT capture

 Incidents
 New Data Record
 Modified CI
 Users
 Groups
 Schedules
 Schedule Jobs

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Default update set

The new default update set has to do with your application scope. If your new custom
application is a privately scope application (it probably is) it will automatically create a new
default update set specific to that application. The reason for this is Service Now is always
tracking changes to an update set, but you can't have global updates and privately scoped
updates in the same update set. You should treat the new update set exactly like you treat the
OOB global default update set and manipulate it at all.

Global default Update Set

Use the global default update set to make changes to an instance without adding the changes
to any user-created update sets. The global default update set is the set where Default set =
true and application scope is global. The global default set (regardless of the Name of the set)
provides system functionality and should not be changed, deleted, or moved between systems.
Use this update set to make changes to an instance without adding the changes to any user-
created update sets.

Auto-generated default Update Set

At all times, to ensure that no updates to an instance are lost, the system ensures that there is
a default set for the user’s current scope. If the system finds that a default update set does not
exist (or is marked Ignored or Completed) for the current scope, then the system auto-
generates an update set and sets Default set = true.

These are some common cases where the system auto-generates a default
update set.

1. The first time that an admin logs into service now instance, the system sets the system’s
global default update set as the administrator’s update set. In addition, the application
picker sets the administrator’s application scope to global.

2. If a global default update set does not exist (or is marked Ignored or Completed), the
system creates a new update set for the global application scope and performs the
following actions:

3. The system sets Default set = true for the new update set.

4. When a user marks the default set for a scope as Ignored or Completed (not a
recommended practice), the system immediately auto-generates a new default set for
the scope.

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The system auto-generates a new default update set for a

scope when all the following conditions meet:
1. When we change application scope.
2. When we preferred update set is Complete or Ignored.
3. There is no In-Progress default update set for the new scope

Update set administration

Service now administrators can configure options for update sets, such as excluding certain
fields from updates and controlling access to the update set picker.
Administrators have the following options with update sets:

 Create an update set to store local changes.

 Select the current update set to store local changes.
 Commit an update set to prepare it for distribution.
 Report on the contents of update sets.
 Compare update sets to determine what differences they contains.
 Merge separate update sets into a single update set.
 Create an external file from an update set.
 Retrieve update sets from remote instances.
 Apply retrieved update sets.
 Back out changes applied from an update set.
 Set system properties related to update sets

Track an application table

Application developers can track application changes in an update set to save or distribute a
particular version of an application. During table creation, set Extends Table to Application File
[sys_metadata].

Grant access to the update set picker

The update set picker allows users to choose an update set for making and tracking
customizations. By default, only administrators can use the update set picker. You can grant
access to additional users.

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Exercise 1: Create an Update Set

An update set is a group of customizations that can be used to move changes from one instance
to another instance.

When we created an update set then it can be marked as the current update set to all changes
are tracked in it.

Procedure
1. Navigate to System Update Sets > Local Update Sets
2. Click on New.

3. Enter Update Set details as described in the table.

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4. Name: Change Mgmt Sprint 1

5. State: In progress (Default)
6. Release date: Optional
7. Description: These all changes are going to making in Change Mgmt release sprint 1
8. Click on Submit and Make Current

9. Find above screen shot for reference

10. Select the new Update Set in the Update Set picker in your instance.

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11. Go to Banner Frame click on Settings Icon

12. Select Developer tab

13. Show update set picker in header: Checked true

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Done Customizations in Change Management Application

We are going to making some changes in Change Management Application based on client
requirement

Expecting Changes

Story 1: Form validation and Restrictions

Mandatory: Short description, requested by, Requested by date, Change Plan

Read Only: Number Field

Visibility: In state “Closed” the fields Assigned to and Assignment group should not be seen

Story 2: Add Related List Affected Locations to

As a user, I want to see – as a list – which locations are affected by a change looking at its
current form.

Story 3: Create Data Policy to restrict user from server side

When state is Closed, then Assigned to and assignments group fields should be hide

Story 4: Create New Section add some fields into that

Create More Information section and added some fields such as, closed, closed by, created by,
created, updated, updated by

Story 5: Add one more choice to Category field

Add a choice to Category field that choice is HR

Exercise :2 Working with Story 1

Story 1: Form validation and Restrictions

Mandatory: Short description, requested by, Requested by date, Change Plan

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Read Only: Number Field

Visibility: In state “Closed” the fields Assigned to and Assignment group should not be seen

Procedure

1. Navigate to Change application > Open existing record

2. First add Requested by date and Change Plan fields to your form
3. Right click on Form Header
4. Navigate to Configure > Form Layout

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5. Add Selected fields to your form

6. Click on Save

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7. Check your form after added these fields

8. Make Mandatory: Short description, requested by, Requested by date, Change Plan
fields
9. Right Click on Requested by > Configure Dictionary

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10. Enable Mandatory Checkbox

11. Click on Update

12. Right Click on Short Description > Configure Dictionary

13. Enable Mandatory Checkbox

14. Click on Update

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15. Right Click on Requested by date > Configure Dictionary

16. Enable Mandatory Checkbox

17. Click on Update

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18. Right Click on Change Plan > Configure Dictionary

19. Enable Mandatory Checkbox

20. Click on Update

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Exercise :3 Working with Story 2

Story 2: Add Affected Locations Related List to Change Application

As a user, I want to see – as a list – which locations are affected by a change looking at its
current record form.

Procedure
1. Navigate to Change Application > Open Existing Record
2. Right click on Form Header
3. Configure
4. Related Lists

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5. Add Effected Location as selected

6. Click on Save

7. After Added related list check like below screen shot

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Exercise :4 Working with Story 3

Story 3: Create Data Policy to restrict user from server side

When state is Closed, then Assigned to and assignments group fields should be Read only

Procedure

1. Navigate to System Policy > Rules > Data Policies

2. Click on New

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3. Fill Data Policy form

4. Table: change_request
5. Apply to import sets: Auto Filled
6. Apply to SOAP: Auto Filled
7. Use as UI Policy on client: Auto Filled
8. Reverse if false: Auto Filled
9. Active: check box auto filled
10. Short_description: When state is Closed, then Assigned to and assignments group fields
should be read only
11. Condition: [State] [is] [Closed]
12. Right click on Data Policy form header and click on Save

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13. Come down in the same form

14. Click on Data Policy Rules New

15. Field Name: Assigned to

16. Read Only: True
17. Click on Submit

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18. Click on Data Policy Rules New

1. Field Name: Assignment Group

2. Read Only: True
3. Click on Submit

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Exercise :5 Working with Story 4

Story 4: Create New Section add some fields into that

Create More Information section and added some fields such as, closed, closed by, created by,
created, updated, updated by

Procedure

4. Navigate to Change Application > Open existing change record

5. Right click on Form Header
6. Configure > Form Layout

7. Go to section tab and click on New

8. Section Caption: More Information
9. Click on New
10. Click on OK

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11. Add these all Selected fields

12. Click on Save

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Exercise :6 Working with Story 5

Story 5: Add one more choices to Category field
Add a choice to Category field that choice is HR

Procedure
1. Navigate to Change Application > Open existing change record
2. Right click on Category field
3. Click on Configure Choices

4. Enter New Item: HR

5. Click on Add
6. Again click on Save

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Exercise :7 Export all your changes into XML

After completed all our changes in Development Instance then we can move these changes to
Test Instance

Procedure

1. Navigate to System Update Sets > Local Update Sets

2. Open our Local Update Sets record > Change Mgmt Sprint 1

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3. Change State value from In progress to Complete

4. Click on Update

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5. Again Open Same record

6. Click on Export to XML (Exporting Changes)

7. After downloaded XML file then take that file and keep on your desktop

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8. Change name of your Local Update Set lake below

Exercise :8 Migrating changes to Target Instance (Test)

We are going to move these all changes into testing instance for testing purpose

Procedure

1. Open Target Instance URL > https://dev50890.service-now.com/

2. Navigate to System Update Sets > Retrieved Update Sets

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3. Click on Import Update Set from XML

4. Click on Choose File > Your exported file

5. Click on Upload

6. After imported your file look like below screen shot

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7. Open Change Mgmt Sprint 1 record

8. Click on Preview Update Set

9. We will get below message after clicked on Preview Update Sets Button
10. Succeeded can define no errors in our XML file
11. Click on Close

12. Click on Commit Update Set

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13. Inserted: Inserted Changes (4)

14. Updated: Updated Changes (8)
15. Deleted: No Changes Deleted (0)
16. Collision: No Collison (0)
17. Total: Total Changes (12)

18. Customer Updates

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19. After committed changes into target instance get this success message
20. Click on Close

21. Click on Show Commit Logs to check update logs

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22. Check update logs like below

23. Click on Show All Preview Record (Inserted or Updated)

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24. Check update sets previews

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Working with Merge Update Sets

We can merge multiple update sets into a single update set. The newer batch update
sets feature accomplishes the same outcome with a more predictable and fast solution moving
changes from to another instance.
Note: You cannot "unmerge" update sets once they have been merged.

Procedure
1. Navigate to System Update Sets > Merge Update Sets.

2. Name: July Sprints

3. Select your update sets to merging
4. Click on Merge
5. Click on Save

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6. Again open Merged Sets record

7. Change State to Complete

8. Click on Update

9. Again open same record

10. Click on Export to XML
11. Once exported XML file then the file can move to target instance as followed above
steps

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Back out changes from an Update Set

We can be able to back out changes to existing records for any committed update set. If the
changes are not working

Procedure
1. Navigate to System Update Sets > Retrieved Update Sets or System Update
Sets > Local Update Sets.
2. Open the Update Set record.

3. Click on Back Out

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4. Click on Proceed with Back Out

5. Successfully Black Out the changes from expected instance

6. Click on Close
7. Whether successfully back Out or not

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Taking some precautions working with Update Sets

Because Update Sets make changes to an instance, review the following best practice
information to avoid errors and performance issues.

1. Do not delete Update Sets. If an Update Set is deleted, any updated records may be
overwritten in the next update.
2. Do not include the system_id field from the ldap_server_config record in an Update
Set. An Update Set from a working configuration points to the wrong system_id node
for the target instance and does not work.
3. Do not back out the Default Update Set. This action causes damage to the system.
4. Never change the Update Set field value (update_set) in a Customer Update record
(sys_update_xml). If a customization is made in the wrong Update Set, take the
following action:
5. Switch to the desired Update Set.
6. Modify the object (record) that was originally changed. You can make a trivial change,
such as adding a field.
7. Save the record
8. Back out the change just performed, and then save the record again.
9. Always preview an Update Set before committing it.
10. Set completed Update Sets on the production instance to ignore. This state ensures the
Update Set is not reapplied when cloning the instance.
11. Keep a to-do list of manual changes and data loads that need to be completed after an
Update Set is applied.
12. Do not make too many changes at one time. Verify that the correct changes have been
made incrementally.

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Chapter – 16 Service Catalog

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What is Service Catalog?

1. Service Catalog is an application with in platform
2. Create service catalogs that provide your customers with self-service opportunities.
3. Customize portals where your customers can request catalog items such as service and
product offerings.
4. The Service Catalogue is the only part of the ITIL Service Portfolio published to Customers,
5. It is used to support the Sale and Delivery of IT Services.
6. The Service Catalogue includes information about deliverables, prices, contact points,
ordering and request Processes.
7. With the Service Catalog application, you can create one or more multiple catalogs of
products and shared services
8. Catalog items are goods or services available to order from the service catalog. Items can
be anything from Software, Hardware, like Tablets and Phones, Software Applications,
Furniture and Office Supplies.

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Service Catalog offers to

Service Catalog contain almost anything
 Products like computer equipment,
 Software,
 Furniture
 Office supplies
 Service like work requests,
 Password reset
 Support to resolve incidents
 Record producers
 Order guides
 Workflows

Service Catalog Architecture

1. The products and services in a catalog are organized into categories and sub categories
2. The base system includes several useful categories, and you can define your own

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Exercise: 1 Configure Service Catalog

Service Catalog provide the opportunities to users with the Catalog Administrators role
(catalog_admin) to configure service catalog with in instance

Service Catalog Application will help us to configure one or more service catalogs and provides
self-service opportunities and better user interface (Self-Service). We can organize our catalog
offerings by using the ability to publish multiple catalogs targeted to specific users.

Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Catalog
2. Click on New
3. Fill the Service Catalog Form

4. Title: Wood Accessories

5. Manager: Select Manager (A catalog manager can define and maintain a single catalog)
6. Enable Wish List: Check True
7. Description: This catalog is using to requesting wood accessories item
8. Background Colour: Default (White)
9. Active: True (This Catalog Visible to all user)
10. Desktop Image: Add your desktop mage (Based on our requirement)
11. Editors: Empty (Who can edit and modified this catalog)
12. Click on Submit

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13. Successfully configured new Catalog into list of Catalog

14. Add this new catalog to catalog Home Page

15. Navigate to Service Catalog > Catalogs
16. Click on + icon

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17. Select Wood Accessories Service Catalog

18. Click on Add Here
19. Click on Close Icon

20. Successfully added new Service Catalog (Like - Below screenshot)

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Exercise: 2 Configure Service Catalog Category (Wood Chair)

Service Catalog Categories can manage service catalog items into different sub groups.
Administrators and catalog administrators can create and configure categories, defining their
characteristics and adding content such as catalog items to them based on our client requiremt
Categories may contain a parent-child relationship, for example, Finance and IT and Laptops. A
child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record
Producer, Content Item, and subcategory appears as a single item within the category. A catalog
item can exist in multiple categories, giving you the flexibility to offer the same service from
multiple places within your catalog.

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Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Categories
2. Click on New
3. Fill the Service Catalog Categories Form

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4. Title: Wood Chair

5. Catalog: Wood Accessories
6. Location: Optional
7. Description: It is order from a variety of wood accessories items to meet your business
requirement, including wood chairs, wood tables.
8. Icon: Add
9. Header Icon: Add
10. Click on Submit

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11. Successfully configured new Category into list of list of Categories

12. Add this new Category to category Home Page
13. Navigate to Service Catalog > Catalogs > Wood Accessories

14. Click on + icon

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15. Select Wood Chair

16. Click on Add here

17. Successfully added new Service Category (Like - Below screenshot)

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Exercise: 3 Configure Service Catalog Category (Wood Table)

Configuring new Service Catalog Category
Category: Wood Table

Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Categories
2. Click on New
3. Fill the Service Catalog Categories Form

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4. Title: Wood Table

5. Catalog: Wood Accessories
6. Location: Optional
7. Description: It is order from a variety of wood accessories items to meet your business
requirement, wood tables.
8. Icon: Add
9. Header Icon: Add
10. Click on Submit

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11. Successfully configured new Category into list of list of Categories

12. Add this new Category to category Home Page

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13. Navigate to Service Catalog > Catalogs > Wood Accessories

14. Click on + icon

15. Select Wood Chair

16. Click on Add here

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17. Successfully added new Service Category (Like - Below screenshot)

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Exercise: 4 Configure Service Catalog Item

1. Service Catalog Item can be defining an Item or service. If any customer something can
be ordered by itself, it is a catalog item.
2. Ex: Apple Macpro 15 is a catalog item, that can be requested by delegates
3. It can be used to publish a service to all our internal users in organization. Then we can
add more details about item like. an Item description, images, workflow engine, Price
details, recurring price to determine the approval and fulfillment processes for the
catalog items.
4. We can use different type Variables in service catalog item to present and get more
information from the users.
5. Catalog UI Policies and Catalog Client Scripts can also be added to control the item
behavior based on user input.
6. And we can configure User Criteria to display item to respective users

Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Item
2. Click on New
3. Fill the Service Catalog Item Form

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4. Name: German Wood Chair

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5. Catalog: Wood Accessories

6. Category: Wood Chair
7. Availability: Desktop and Mobile
8. Short Description: German wood chair requesting for personal purpose
9. Meta: German Wood

10. Open: Process Engine Tab

11. Workflow: Left blank
12. Execution Plan: DEFAULT

13. Open: Picture Tab

14. Icon: Add
15. Picture: Add

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16. Open: Mobile Tab

17. Mobile Picture Type: Mobile

18. Open: Pricing Tab

19. Price: 1,000 $
20. Recurring Price: 100$
21. Recurring Price Frequency: Monthly

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22. Open: Portal Settings

Note: Based on Our client requirement we need to enable these all checkboxes

Types of Catalog Items

Service Catalog Application offering different types of catalog items

Record producers:  Creating Task Based record instead of creating incident

Order guide  To requesting bulk of items in Single Request

Content Items:  Service Catalog Items provide the information instead of Goods or
Services.

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What Record Producer

A record producer is a kind of catalog item that can allows end users to create task-based records,
such as incident records, from the service catalog. It is alternate way create incident record
Record Producer can provide better Customer experience instead of following the regular task-
based form for creating records. The look and feel of a record producer is similar to that of a
catalog item. But the record producer generates a task record such as incident, instead of a
requested item.

Exercise :5 Crete Record Producer

We can create a record producer for tables and database views that are in the same scope as
the record producer. Also for tables that allow create access from applications in other scopes.

Procedure
1. Navigate to Service Catalog > Catalog Definition > Record Producers.
2. Click on New
3. Fill the Record Producer form.

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4. Name: Flight Booking Request

5. Table Name: Incident
6. Expand help for all questions: True
7. Short Description: It is used to requesting for book a flight ticket

8. Open Accessibility Section

9. Catalogs: Service Catalog
10. Category: Can we help you?

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11. Availability: Desktop and Mobile

12. Can Cancel: Check true
13. Click on Submit

14. Consider above screenshot after created Record Producer

Working with Variable

What is Variable
Service Catalog Variables can be collecting and passing the information about the customer
makes when ordering a particular catalog item or raise a request through record producer.
Variables can help define the structure of a catalog item form that is displayed to the customer
about the order and status.
For example, any customer requested an I Phone mobile, customer can be able to select more
options like Mobile Color, Extra memory, accessories

Note: Based on your business requirement the service now developer or admin can be able to
configure variables

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Types of service catalog variables

Service Catalog offering several types of variables, which are also referred to as questions.
Variables can be stored, accessed from multiple places, and passed between tasks in a process
when fulfilling a request. They can be displayed on the Requested Item and Catalog Task forms
after an item has been ordered.

Service Catalog Variables

 Break  List Collector

 Container Start  Check Box

 Container Split  Reference

 Container End  Select Box

 Duration  Lookup Multiple Choice

 Yes/No  Macro

 Numeric Scale  Wide Single line text

 Email  Macro with Label

 HTML  Masked

 Label  Multiple Choice

 Multi Line Text  UI Page

 Single Line Text  Lookup Select Box

 URL  Date
 Date and Time

Exercise: 6 Create Variables in Record Producers

Create variables in our existing record producer (Flight Booking Request)

Procedure
1. Navigate to Service Catalog > Catalog Definition > Record Producers
2. Open Flight Booking Request Record Producer

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3. Open Variable Tab from Related List

4. Click on New
5. Fill the Reference Variable form

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6. Map to field: Check True (This variable value can store in caller field in incident table)
7. Record Producer Table: Incident (Records in store in Incident table)
8. Field: Caller
9. Mandatory: Check True (customer must fill the value)
10. Variable Type: Reference (Data type)
11. Order: 100
12. Question: Flight Boking For

Note: Reference Variable is used to get the records from reference table like sys_user

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13. Open Type Specifications tab from related list

14. Reference: [sys_user]
15. Click on Submit
16. Click on Preview Item or Try It to preview the record producer

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17. Preview of Record Producer Variable

Working with Yes/No variable

The Yes or No variable creates a choice list or boo lions with Yes / No as options. Include None
also if required

Procedure
1. Open Flight Booking Request Record Producer

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2. Open Variable Tab from Related List

3. Click on New
4. Fill the Yes/No Variable form

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5. Type: Yes/No
6. Mandatory: Check True
7. Order: 200
8. Question: Are you travelling first time

9. Type Specification Tab

10. Include none: checked True

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11. Click on Submit

12. Click on Preview Item or Try It to preview the record producer

13. Preview of Record Producer Variable

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Working with Lookup Select Box Variable

We can get choice list using data queried from a table. Functionality is similar to lookup
multiple choice variable, which creates radio buttons from queried data.

Procedure

1. Open Flight Booking Request Record Producer

2. Open Variable Tab from Related List

3. Click on New
4. Fill the Lookup Select Box Variable form

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1. Variable Type: Lookup Select Box

2. Mandatory: Checked True
3. Order: 300
4. Question: Employee Department

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5. Open Type Specification Tab

6. Lookup from table: User [sys_user]
7. Lookup value field: Department
8. Include none: Checked True
9. Unique values only: Checked True
10. Click on Submit

11. Click on Preview Item or Try It to preview the record producer

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12. Preview of Record Producer Variable

Working with Email Variable

Use to get Email id from customer through record producer

Procedure
1. Open Flight Booking Request Record Producer

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2. Open Variable Tab from Related List

3. Click on New

4. Fill the Email Variable form

5. Variable type: Email

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6. Mandatory: Checked True

7. Order: 400
8. Question: Employee Email?
9. Tooltip: Provide Valid Email ID
10. Example Text: [email protected]
11. Click on Submit

12. Click on Preview Item or Try It to preview the record producer

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13. Preview of Record Producer Variable

Working with Date&Time variable

Get date and time to display both date and time values. Time value is stored in Greenwich
Mean Time (GMT) and displayed in the time zone of the current user.

Procedure
1. Open Flight Booking Request Record Producer

2. Open Variable Tab from Related List

3. Click on New

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4. Fill the Date&Time Variable form

5. Variable type: Date/Time

6. Mandatory: Checked True
7. Order: 500
8. Question: Booking Date&Time
9. Click on Submit

10. Click on Preview Item or Try It to preview the record producer

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11. Preview of Record Producer Variable

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Working with Lookup Multiple Choice Variable

Giving options as radio buttons getting data from a table. Functionality is similar to Lookup
Select Box, which is used to get choice values from table

Procedure
1. Open Flight Booking Request Record Producer

2. Open Variable Tab from Related List

3. Click on New

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4. Fill the Lookup Multiple Choice Variable form

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5. Variable type: Lookup Multiple Choice

6. Mandatory: Checked True
7. Order: 600
8. Question: Employee Designation?
9. Click on Submit

10. Open Type Specification tab

11. Lookup from table: user[sys_user]
12. Lookup value field: Title
13. Choice direction: Down
14. Include none: Checked True
15. Unique values only: Checked True
16. Click on Submit

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16.Click on Preview Item or Try It to preview the record producer

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Working with Break Variable

A Break Variable can display a horizontal line on the form. Breaks are formatting elements. It’s
not collecting any data from customer

Note: The break variable is not yet supported on Service Portal and Mobile Devices.

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Procedure
1. Open Flight Booking Request Record Producer

2. Open Variable Tab from Related List

3. Click on New

4. Fill the Break Variable form

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5. Variable Type: Break

6. Order: 700
7. Click on Submit

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8. Click on Preview Item or Try It to preview the record producer

9. Preview of Record Producer Variable

What is Order Guide

1. Order guide is submit a single service catalog request that can be generate bulk of items.
2. Order guides allow the customers to answer a series of questions
3. Resulting in one or more products or services being requested
4. This will avoid the need for customers to know specifically what products and services
they required
5. Ensure that costumers request the right items leads to improved service provider
efficiency and greater customer satisfaction
6. Order guides can be defining which catalog items to order by evaluating order guide
rule conditions.
7. Information the customer provide within the order guide can be passed as cascading
variables to the ordered items, allowing common information to be reused across
multiple items.

Ex: New On-boarding order guide can contain number of items that new
employees commonly need, such as Computer, ID Cards, Mobile Phone, New
mail creation, Other facilities. After choose this particular order guide, the
employee can then provide required information about the new employee,
including Designation and Department. The order guide then submits an order
for catalog items like computer, based on the details provided.

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All Order guides can be run automatically, generating a set of ordered items without needing to
manually submit a service catalog request.
For example, an on-boarding workflow for a new employee can automatically run an order guide
to order items for that employee.

Exercise: 7 Create On-Boarding Order Guide

We can create an order guide for new employees to requesting bulk of items in single request,
needed for business purpose

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides.
2. Click on New

3. Fill On-Boarding order guide form

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4. Name: On-Boarding
5. Catalog: Service Catalog
6. Category: Can we help you?
7. Icon: (Optional if required add image)
8. Expand help for all Questions: Checked True
9. Show Include Toggle (Service Portal): Checked True
10. Short Description: On-Barding order guide is used by new employees to requesting bulk
items
11. Meta: On-Board
12. Click on Submit

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13. Sucessfully created new Order Guide for look into screen

Working with Container Start Variable

Container Start Variable is Similar to Variable Set. This variable can define a layout for a container
that can hold multiple vraibales to display specific information realated to your business

These variables use Container Start and Container End variables to define the start and end
points of a container layout.
The container end should be used along with container start to close a container layout.
A container layout can be split into two or three columns using the container split variable

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

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3. Open Variable Tab from Related List

4. Click on New

5. Fill Container Start Variable Form

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6. Variable Type: Container Start

7. Display Title: Checked True
8. Catalog Item: On-Boarding
9. Order: 100
10. Question: Personal Information
11. Name: Auto Filled
12. Tooltip: Please Provide Personal Information

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13. Open Type Specification Tab

14. Layout: 2 Columns Wide, alternating sides
15. Click on Submit

16. Click on Try It to preview the Order Guide

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Working with Single Line Text Variable

This is used to get single line text value getting from customer

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

4. Click on New

5. Fill Single Line Text variable form

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6. Variable Type: Single Line Text

7. Catalog Item: On-Boarding
8. Mandatory: Checked True
9. Order: 200
10. Question: Employee Full Name?
11. Name: Auto Filled
12. Click on Submit

13. Click on Try It to preview the Order Guide

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Working with List Collector Variable Variable

List collector variable is similar to Reference Variable used to get reference records from other
tables as Slash Bucket format, including Condition Builder

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

4. Click on New

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5. Fill List Collector variable form

6. Variable Type: List Collector

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7. CatLog Item: Auto Filled

8. Mandatory: Checked True
9. Order: 300
10. Name: Auto Filled
11. Question: Select Your Manger
12. Toll Tip: Select your Reporting Manager

13. Open Type Specification Tab

14. List Table: User[sys_user]
15. reference qualifies: active=true^department=221f79b7c6112284005d646b76ab978c
16. Click on Submit

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17. Click on Try It to preview the Order Guide

Working with Multi Line Text Variable

This variable is used get multi line of text from customer

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

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3. Open Variable Tab from Related List

4. Click on New

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5. Fill Multi Line Text variable form

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6. Variable Type: Multi Line Text

7. Mandatory: Checked True
8. Order: 400
9. Question: Employee Address
10. Name: Auto Filled
11. Click on Submit

1. Click on Try It to preview the Order Guide

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Working with Label Variable

Label Variable can display a static information on the form. Labels are form elements. This
variable not collect any data

Note: We can use labels variable to arrange questions into different sections. Use labels
to create a multi-option question (for example, using check box Variables).

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

4. Click on New

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5. Fill Lebel variable form

6. Variable Type:

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7. Order: 500
8. Question: Select Your Location
9. Name: Auto Filled
10. Tooltip: Select At least one address
11. Click on Submit

12. Click on Try It to preview the Order Guide

Working with Check Box Variable

Check Box variable is used to enable/disable options by checked/unchecked. List of check boxes
in order to display under a label to create a multi-option
Number check box variables are automatically grouped under an Options label. If you want to
define and display a label of our own, then group check boxes under a label variable. The default
Options label is replaced with the label variable.

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

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3. Open Variable Tab from Related List

4. Click on New

5. Fill Check Box variable form

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6. Variable Type: Check Box

7. Catalog Item: On-Board (Auto Filled)
8. Selection Required: Checked True
9. Order: 600
10. Active: Checked True
11. Question: China
12. Name: Auto Filled
13. Click on Submit

14. Click on Try It to preview the Order Guide

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Similarly Create 4 more Check Box variables

15. We have to create more checkbox variables in Order Guide to provide more options for
customers. (Refer below screen shot to create more

16. Click on Try It to preview the Order Guide

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Working with Select Box Variable

The select box variable is used to a list from predefined question choices.

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

4. Click on New

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5. Fill Select Box variable form

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6. Variable Type: Select Box

7. Mandatory: Checked True
8. Order: 920
9. Question: Joining Group Department?
10. Name: Auto Filled

11. Open Type Specification Tab

12. Choice Table: Group[sys_user_group]
13. Choice field: Name
14. Include none: Checked True
15. Unique values only: Checked True
16. Click on Submit

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17. Click on Try It to preview the Order Guide

Working with Yes/No Variable

The Yes or No variable provide choice list with Yes and No as options. Including None also

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

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3. Open Variable Tab from Related List

4. Click on New

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5. Fill Yes/No variable form

6. Variable Type: Yes/No

7. Mandatory: Checked True
8. Order: 930
9. Question: Are you permanent employee?
10. Name: Auto Filled

11. Open Type Specification Tab

12. Include none: Checked True
13. Click on Submit

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14. Click on Try It to preview the Order Guide

Working with Yes/No Variable

The Yes or No variable provide choice list with Yes and No as options. Including None also

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

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4. Click on New

5. Fill Yes/No variable form

6. Variable Type: Yes/No

7. Mandatory: Checked True

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8. Order: 940
9. Question: Are you remote employee?
10. Name: Auto Filled

11. Open Type Specification Tab

12. Include none: Checked True
13. Click on Submit

14. Click on Try It to preview the Order Guide

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Working with Container End Variable

The Container End variable should be used along with Container Start variable to close a
container

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Boarding order guide Record

3. Open Variable Tab from Related List

4. Click on New

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5. Fill Container End variable form

6. Variable Type: Container End

7. Order: 950
8. Click on Submit

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Exercise: 8 Configure Rule Base in Order Guide

We can add some rules for catalog item to an order guide based on our client requirement
Order Guide Rules can be defining the conditions that should be met for a specific item to be
included in an order.

Example : A new employee On-Boarding order guide rule can define that if the New Employee
Designation is IT Technician or Senior Developer, and the Department is IT, then we add an
Apple Mac Pro 15 Laptop item to deployed to customer.

Example: A new employee need to do work from home, then we can include VPN
Connection

Rule: 1 Employee looking for work from home then include VPN
Connection

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Board order guide.

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3. Open Rule Base tab from related list,

4. Click on New

5. Fill Rule Base form

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6. Guide: On-Boarding
7. Condition: [Remote employee] [is] [Yes]
8. Include this item: Corp VPN
9. Ignore Mandatory Evolution: Checked True
10. Use cart layout: Checked True
11. At this position: 100
12. Click on Submit

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Rule: 2 Employee type is permanent is Yes Then including Apple

MacBook pro 15

1. Guide: On-Boarding
2. Condition: [Permanent employee] [is] [Yes]
3. Include this item: Apple MacBook Pro15
4. Ignore Mandatory Evolution: Checked True
5. Use cart layout: Checked True
6. At this position: 200
7. Click on Submit

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Rule: 3 Employee type is permanent is No Then including Office Desktop

1. Guide: On-Boarding
2. Condition: [Permanent employee] [is] [No]
3. Include this item: Office Desktop
4. Ignore Mandatory Evolution: Checked True
5. Use cart layout: Checked True
6. At this position: 200
7. Click on Submit

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Rule: 4 Employee Joining group department is Software include Apple I

phone 5

1. Guide: On-Boarding
2. Condition: [Joining Group Department] [is] [Software]
3. Include this item: Apple IPhone 5
4. Ignore Mandatory Evolution: Checked True
5. Use cart layout: Checked True
6. At this position: 300
7. Click on Submit

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Rule: 5 Employee Location is India Then including Cisco Jabber 10.5

1. Guide: On-Boarding
2. Condition: [Joining Location] [India] [True]
3. Include this item: Cisco Jabber 10.5
4. Ignore Mandatory Evolution: Checked True
5. Use cart layout: Checked True
6. At this position: 400
7. Click on Submit

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Exercise: 9 Order Guide task execution

Fill all mandatory fields in Order Guide to requesting items

Procedure
1. Navigate to Service Catalog > Catalog Definition > Order Guides
2. Open On-Board order guide

3. Click on Try It Button

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4. Fill All mandatory fields in Order Guide

5. Employee First Name: Srinivas

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6. Employee Address: Hyderabad

7. Joining Group Department: Software
8. Are you remote employee: Yes
9. Select your manager: Fred Luddy
10. Location: India
11. Are your permanent employee: Yes?
12. Click on Choose Option

13. This employee eligibility to get these all items based on Rules Base configuration
14. Click on Next Tab

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15. Click on Checkout

16. Again Click on Checkout

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17. Below screen can define about your request from On-Boarding order guide

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Working with Variable Sets

Variable sets can define collection variables create once and use multiple catalog items and
record producers and order guides, it is for reusability purpose.
Ex: Service now catalog administrator defines 10 catalog items for same types of servers.
The request process for all these items asks the same 10 questions, using the same
variables.
Associating these variables individually per catalog item is repetitive, time-consuming,
and error-prone. Also, to make a single change to multiple catalog items involves
manually changing each item. For example, to add a new variable to 10 catalog items,
you would need to manually associate this new variable with each item.

Exercise: 10 Creating Variable Sets

We can create a set of variables and then add them to multiple catalog items and order guides
for reusability.

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets
2. Click New.

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3. Fill the Variable Sets form

4. Title: Common Information

5. Internal Name: Common_Information
6. Order: 100
7. Display Title: Checked True
8. Type: Single Row
9. Description: This variable set is contain common variables for reusability purpose
10. Click on Submit

Working with Single Line Text Variable

This variable is used to enter single line text value

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

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2. Open Variable Tab from Related list

3. Click on New

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4. Fill Single Line Text Variable form

5. Variable Type: Single Line Text

6. Mandatory: Checked True
7. Order: 100
8. Question: Employee Full Name
9. Name: Auto Filled
10. Click on Submit

Working with Duration Variable

We use the duration variable to specify the duration for which a catalog item is available.

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

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2. Open Variable Tab from Related list

3. Click on New

4. Fill single Duration Variable form

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5. Variable Type: Duration

6. Mandatory: Checked True
7. Order: 200
8. Question: Employee Contract Duration
9. Name: Auto Filled
10. Click on Submit

Working with Date Variable

This variable is used select calendar date value.

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

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2. Open Variable Tab from Related list

3. Click on New

4. Fill single Date Variable form

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5. Variable Type: Date

6. Mandatory: Checked True
7. Order: 300
8. Question: Employee Joined Date
9. Name: Auto Filled
10. Click on Submit

Working with Masked Variable

The masked variable inserts a field that masks the text entered. Each character entered is
displayed as an asterisk (*). Use this variable to ask users for sensitive or confidential data such
as passwords.
This variable is used get the value in encrypted format. These values can be decrypted by using

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

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2. Open Variable Tab from Related list

3. Click on New

4. Fill single Masked Variable form

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5. Variable Type: Masked

6. Mandatory: Checked True
7. Order: 400
8. Question: Employee Secret ID?
9. Name: Auto Filled

10. Open Specification Tab

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11. Use Confirmation: Checked True

12. Use Encryption: Checked True
13. Click on Submit

Working with HTML Variable

HTML Variable is used to get content in advanced format and Images, supporting for hyperlinks
display content in editable mode

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

2. Open Variable Tab from Related list

3. Click on New

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4. Fill HTML Variable form

5. Variable Type: HTML

6. Mandatory: Checked True
7. Order: 500
8. Question: Employee Image?
9. Name: Auto Filled
10. Click on Submit

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Working with Wide Single Line Text Variable

The Wide Single Line Text is used to allowing customer to enter longer line text value

Procedure
1. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

2. Open Variable Tab from Related list

3. Click on New

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4. Fill Wide Single Line Text Variable

5. Variable Type: Wide Single Line Text

6. Mandatory: Checked True
7. Order: 550

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8. Question: Provide more information about employee?

9. Name: Auto Filled
10. Click on Submit

Working with IP Address Variable

This variable is used to specify and get the IPv4 and IPv6 data. Under the Validation
Scripts submodule, a validation script also working on background.

Procedure
11. Navigate to Service Catalog > Catalog Variables > Variable Sets > Common Information

12. Open Variable Tab from Related list

13. Click on New

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14. Fill IP Address Variable Form

15. Variable Type: IP Address

16. Mandatory: Checked True
17. Order: 600
18. Question: Provide Employee IP Address?
19. Name: Auto Filled
20. Click on Submit

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Exercise: 11 Add Variable Set to Catalog Item

We are adding variable set to catalog Item for reusability purpose

Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Items > Open I Phone 6s
Plus item

2. Open Variable Sets Tab from Related list

3. Click on Edit

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4. Select Common Information variable sets from Slash Bucket

5. Click on Right Arrow >
6. Click on Save

7. Click on Try It and check results

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Working with User Criteria

Service Catalog Application enables you to apply User Criteria to a service catalog item, which
can be defining who Can and Cannot able access that particular item.
We are going to apply User Criteria to all types of catalog item, those are including Record
Producers, Order Guide, and Content Items.

Exercise:12 Create new User Criteria

Task: I phone 6s Plus will be available for only IT Department people

Procedure
1. Navigate to Service Catalog > Catalog Definition > User Criteria
2. Click on New

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3. Fill User Criteria Form

4. Name: I phone 6s Plus IT Department
5. Departments: Select IT
6. Click on Submit

7. After added a User Criteria see look like above screen

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Exercise: 13 Configure User Criteria for Service Catalog Item

The user criteria used to restriction applies only within Service Catalog for the specific item it is
applied for. However, the user criteria restriction is not applied outside the Service Catalog where
the user has access to the item via the table.

Procedure
1. Navigate to Service Catalog > Catalog Definition > Maintain Items > Open I Phone 6s
Plus item

2. Open Available for Tab from Related list

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3. Click on Edit

4. Select I Phone 6s Plus IT Department User Criteria from Slash Bucket

5. Click on Right Arrow >
6. Click on Save

Note: This catalog item should be visible to only IT Department

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Important Note
The Not Available for property can override Available for Property. A user present on the Not
Available for list then cannot access that item, even if that user is also on the Available for list
for that item.

We can apply user criteria for particular category also, who can and cannot access category.

1. Users: Select users the Catalog Item should be visible to only particular users
2. Groups: Select Groups the Catalog Item should be visible to only particular group of
peoples
3. Roles: Select Roles the Catalog Item should be visible to user have selected role
4. Companies: Select Companies the Catalog Item should be visible to only particular
company peoples
5. Location: Select Locations the Catalog Item should be visible to only particular location
peoples
6. Departments: Select Locations the Catalog Item should be visible to only particular
Department peoples
7. Advanced: We can restrict users through script also

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8. Match All: Match all above condition

Working with Service Catalog UI Policy

Service Catalog UI Policy is similar to UI policy controlling fields and changing form behavior and
dynamically apply to variable validation. Catalog UI policies can be applied to a Catalog Item or
a Variable Set.
We can perform below operations using by Service Catalog UI Policy
1. Mandatory/Option
2. Readable/Writable
3. Visible/In Visible

Exercise: 14 Configure a Catalog UI Policy for Catalog Item

We can apply Catalog UI Policies for catalog items when any customer ordered in the service
catalog then change form behavior based on business requirement

Condition: When the user select Silver Color I phone 15s (any Item) Mobile from preferable color
Action: Extended Memory up to variable should not be visible

Procedure

1. Navigate to Service Catalog > Catalog Administration > Catalog UI Policies

2. Click on New

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3. Fill Catalog UI Policy form

4. Applies to: A Catalog Item

5. Catalog Item: I Phone 15s

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6. Short Description: When the user select Silver Color I phone 15s Mobile from preferable
color variable
7. When to Apply: Condition [Which color do you preferable] [is] [Silver]
8. Right Click on form header and click on Save

9. Catalog UI Policy Action Section

10. Click on New

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11. Variable Name: Select variable name which one needs to be hide
12. Visible: False
13. Order: 100
14. Click on Submit
15. Click on Update

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16. Navigate to Service Catalog > Catalog Definition > Maintain Item > I Phone 15s Item
17. Click on Try It

18. Select preferable color value is Silver

19. Expected variable is Hidden like above screen shot

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Chapter – 17 Workflows

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What is Workflow
Service now Workflow will provide a drag-and-drop interface for automating multi-step
processes across the platform.
Each workflow will contain number of a sequence of activities, such as generating records,
notifying users of pending approvals, or running scripts.

Life cycle of Workflow

A workflow will run when a triggering event occurs. The common triggers include a record
being inserted or updated into a specific table, or a particular field in a table being set to a
specified value.
When a workflow activity completes, then the workflow transitions to next activity. An activity
might have several different possible transitions to various activities, depending on the
outcome of the activity.
For example, already you might create a workflow that runs whenever a user
requests approval for an item they want to order from the catalog. We can also
schedule workflows to run periodically or call them from scripts such as BR rules.
The graphical Workflow Editor can represent workflows visually as a type of flowchart
visualization manner. It will show activities as boxes labelled with information about that
activity and transitions from one activity to the next as lines connecting the boxes.

Who can create and modified Workflows

The person should have below roles to create, modify, delete, and publish workflows.
1. workflow_creator
2. workflow_admin

Workflow editor
The Workflow Editor is an interface for creating new workflow and modifying existing
workflows by arranging and connecting activities to drive processes.

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Workflow Home Screen

1. Servcenow admin and Developers can working with workflow editor
2. Service now admin can open with the Welcome page, which can be displays a list of
active, and How it would be published.
3. We can open existing workflows, create new workflows, and open help resources
related to workflow.

Published: Click to view list of published workflows in our instance

Checked Out: Click to view list of workflows checked out to current logged in user
Help: Click to view links to help resources for workflow to implementing new
New Workflow: Click to create a new workflow
Core: Available workflow activities appropriate for the selected workflow. Contents can
include activities provided by the base system and those purchased with orchestration.

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Core Activities in Workflow

The Core activity tab will contain the standard activities available by default to all workflows
and any activities purchased with Orchestration, organized by category.
Click the arrow icons to expand or collapse the activity lists under each category. To add an
activity to a workflow, drag it to the canvas. For more information, See below

1. Approval Activity

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2. Condition Activity

3. Notification Activity

4. Service Catalog Activity

5. Sub flow Activity

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6. Tasks Activity

7. Timer Activity

8. Utilities Activity

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Workflow editor title bar options

When we working with workflow using these all tabs frequently

Workflow Context Menu

Workflow context menu can provide additional features to configure the workflow.

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Exercise: 1 Creating a new workflow

We can create new workflow that automate a multi-step process from Workflow Editor.
After created this workflow then we can add it to our I Phone 12s Catalog Item

Procedure
1. Navigate to Workflow > Workflow Editor
2. Click New Workflow

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3. Click on New Workflow button

4. Fill new workflow details

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5. Name: I Phone 12 Procurement

6. Table: Requested Item [sc_req_item]
7. Description: I Phone 12s Procurement
8. Open Stages Section
9. Stage rendering: Workflow-driven
10. Stage Order: Computed
11. Click on Submit

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12. When we crated a new workflow by default, start and end activities will have generate
like above

Exercise: 2 Add Activities to our workflow

We can add required activities to our workflow to perform tasks such as record insert, sending
notifications, or requesting approvals. Activities can succeed or fail, which can result in actions
performed by other activities.

Add Approval Activity

We have to fill the following steps to add an activity that requests manager approval.

Procedure
1. In the Core pallet, expand Approvals and drag the activity Approval - User into the arrow
between Begin and End activity.

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2. This activity generates an approval from the manager of the person requesting I phone
12 mobile
3. Fill form with the following information.
4. Name: Manager Approval
5. Stage: Waiting for Approval

6. User: Click the lock icon in the Approvers section, and then click the select fields icon.
Expand Request > Requested for > Manager.

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7. Click on Submit
8. Consider below screen shot about Approval User activity

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Add an action for when the approver rejects the request.

We are going to complete the following steps to add an action for when the approver rejects the
request.

Procedure
1. Expand Utilities in the Core pane and drag the activity Set Values to the space below the
approval.

2. Complete the form with the following information.

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3. Name: Rejected
4. Stage: Completed
5. Values Section: [Approval] [Rejected]
6. Click on Submit

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7. Drag from the yellow box beside Rejected on the Approval - User activity to the new Set
Values activity.

8. Drag again from the yellow box beside Always on the Set Values activity to End.

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Note: This activity marks the request as rejected if the manager rejects the request and then
ends the workflow

Add an action for when the approver Approved the request.

We are going to complete the following steps to add an action for when the approver Approved
the request.

Procedure
1. Drag the activity Set Values onto the arrow between Approval - User and End.
2. Complete the form with the following information.

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3. Name: Approved
4. Stage: Fulfillment
5. Values: [Approval] [Approved]
6. Click on Submit

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Note: This activity marks the request as approved once a manager approves it.

Add Task Activity

This task activity will be defining Procurement to procure a I phone mobile for the user.

Procedure
1. Expand Tasks and drag the activity Create Task onto the arrow between Approval -
User and End,

2. Fill the form with following information

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3. Name: I Phone Procurement

4. Stage: Fulfillment
5. Task Type: Catalog Task [sc_task]
6. Priority: 3 – Moderate
7. Fulfillment group: Procurement
8. Short description: Procure a I phone 12s Mobile
9. Click on Submit

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Add Notifications Activity

This activity used to mark the request as approved if a manager approves it then send the
notification to customer.

Procedure
1. Expand Notifications and drag the activity Notification onto the arrow between I Phone
12 s Procurement and End,
2. Fill the following information

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3. Name: Procurement
4. Stage: Fulfillment
5. Address to: Click the lock icon in the Addressee(s) section, and then click the select
fields icon. Expand Requested and select Requested for.
6. Subject: Your I phone 12s mobile has been procured.
7. Click on Submit

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Add Task Activity

This task activity will be defining Hardware to configure the I phone 12s mobile and prepare it
for use.

Procedure
1. Drag the activity Create Task onto the arrow between I phone 12 procurement and End,
2. Fill the following information below

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3. Name: Set up I Phone 12 Mobile

4. Stage: Fulfillment
5. Task Type: Catalog Task
6. Priority: Moderate
7. Fulfillment Group: Hardware
8. Short Description: Set up I Phone 12s Mobile

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Add Task Activity

This task will be informing the requester to come pick up the I phone 12s mobile.

Procedure
1. Drag the activity Create Task onto the arrow between Set Up I Phone 12s mobile
and End,
2. Fill the following information

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3. Name: I Phone 12s mobile

4. Stage: Delivery
5. Task Type: Catalog Task [sc_task]
6. Priority: 3 - Moderate
7. Advanced field assigns this task to the requester.
8. Short description: Pick up I Phone 12s mobile.
9. Advanced: Select the check box and set the Advanced Script value to

task.assigned_to=current.requested_for;

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Add Utilities Activity

This activity uses to leaves a message in the log to record the successful completion of the
workflow.

Procedure
1. Drag the activity Log Message onto the arrow between Pick Up I Phone 12s mobile
and End,
2. Fill the following information

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3. Name: Delivered
4. Stage: Completed
5. Message: The 12s mobile has been delivered successfully
6. Click on Submit

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Validating and Publishing workflow

After adding all activities to our workflow, then we can publish it to make it available for
business requirement.

Procedure
1. Validate our work flow to click on Validation button

2. Open our workflow actions menu on the left beside the workflow name.

3. Click on OK
4. Click Publish to publish the workflow.

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Chapter – 18 Notifications

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What is Notification
Notifications will share users informed of events that concern them. The system can notify users
by email, SMS text message, or push notification.
Use email notifications to send selected users email or SMS notifications about specific activities
in the system, such as updates to incidents or change requests.

If we want to change how the instance processes incoming email, see Inbound email actions.

Note: only administrator can configure email notifications

1. When to send the notification

2. Who receives the notification
3. What content is in the notification

Email Properties
1. All email notifications use the email properties that you define and the email accounts
that you set up.
2. Email administrators set up email accounts to allow the system to connect to external
mail services such as POP3, SMTP, or IMAP servers. You can use the Service Now-
provided email accounts or create your own accounts for your own email services.
3. Use Email Properties to configure settings for inbound and outbound email. Email
properties apply to all email accounts.
4. For instances that use a standard email configuration, the system cannot send or
receive emails that are larger than 25MB, including the email header, body text, and
attachments. Instances configured to use an alternate email configuration may support
different maximum total file sizes. The maximum email size limit is enforced regardless
of any configured attachment size limits.

Even if the email and its attachments are less than 25MB, the actual size of an email
message could be larger when it gets encoded by an email client. So these messages
might exceed the limit when they reach the instance.

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Exercise 1: Enable Basic Email

If we want send are receiving email notification, first we have to enable service now email
accounts

Procedure
1. Navigate to System Properties > Email Properties
2. Enable Email Sending and Receiving checkboxes

3. Click on Save

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Following conditions are must be evaluating to create or update

existing email notification
1. Our notification recipients must be Active Users and have a valid email address defined.
2. Service Now users or members of groups must be defined as active users in the User
[sys_user] table.
3. They must also have a valid email address defined for their primary channel (device) in
the Notification Device [cmn_notif_device] table.
4. If users do not have an active profile and a valid email address, they will not receive
notifications.
5. Your notification recipients must have the appropriate notification preferences enabled.
6. If the notification is subscribable, each Service Now user or group member must have
the notification and channels (devices) for the notification enabled in their notification
preferences.
7. Administrator can impersonate users to Review and Configure their notification
preferences.
8. After we create or update the any notification, we can use the Preview
Notification option to review it.

Following Tabs to use to send Email notifications

1. When to send —> Conditions required to send the notification.
2. Who will receive —> Recipients of the notification.
3. What it will contain —> Contents of the notification.
4. What Digest will contain —> Contents of the email digest if the notification can be
delivered in a digest.

Note: If you do not see all the tabs or fields on the form, switch to the Advanced view then we
can be able to see all options

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Exercise: 2 How to Create an email notification

We can create an email notification that will be or specifying when to send it, who will receive it,
what it contains the body and subject, and if it can be send in an email digest.

Procedure

1. Navigate to System Notification > Email > Notifications.

2. Click New.

3. Fill Notification form

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4. Name: Incident – Assigned to user

5. Table: Incident
6. Category: Uncategorized

7. Open When to send Tab

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8. Send When: Record Insert or Updated

9. Updated: Checked True
10. Conditions: [Assigned to] [changes]

11. Open Who will receive Tab

12. Users/Group: Caller, Opened by

13. Open What it will contain Tab

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14. Content Type: HTML only

15. Email Template: Unsubscribe and Preferences Helvetica
16. Subject: Your incident ${number} is Assigned to ${assigned_to}

Exercise: 3 Create Notification Email Scripts

We are using Notification Email Scripts to print or send Notification message content from a
server-side script. Although Notification Email Scripts are application files, we would create
them in the main Service Now browser window.

Procedure
1. Navigate to System Notification > Email > Notification Email Scripts
2. Click on New

3. Fill notification email script form

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4. Name: incident_assignedto

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5. Script :

6. Click on Submit

Exercise: 4 Crete another notification email script

Create one more notification mail script

Procedure
1. Navigate to System Notification > Email > Notification Email Scripts
2. Click on New

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3. Fill notification email script form

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4. Name: new_body_header
5. Script

6. Click on Submit

Exercise: 5 Add email script to our Notification

We have to add notification email script to our Notification

Procedure
1. Navigate to System Notification >Email >Notification
2. Open existing notification record

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3. Open What it will contain tab

4. Add our script into Message HTML

5. Add our email scripts like above screen shot

6. Click on Preview Notification

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7. Check out put for Notification

In which condition the notification is sent:

1. When a record is inserted or updated
2. When a particular event is fired
3. When triggered as an action step in Flow Designer

How to send a notification CC and BCC?

If we want send notification CC and BCC it’s not possible by default, you may have noticed that
the notifications Who will receive section does not have fields for CC or BCC recipients. Add CCs
and BCCs using the email global variable. This example script adds the Assigned to’s manager as
a CC on the email.
1. First we have to Crete an email script
2. Then use below code into that

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3. When the email is sent to Beth’s manager, Fred Luddy, is a CC

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Chapter – 19
Water Marks

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Watermarks on notification emails

1. By default, the system generates a watermark label at the bottom of each notification
email to allow matching incoming email to existing records.
2. Each watermark includes a random 20-character string that makes it unique.
3. The system automatically generates random watermarks for notification emails in base
systems.
4. The random 20-character string reduces the possibility of a watermark being guessed or
coincidentally matching the watermark of an email from another instance.

Watermark format
The notification email watermark will always begin with "Ref:" to identify the label as a
watermark. After this identifier, the default label is 31 characters’ in length and consists
1. Customizable prefix — The default prefix is MSG.
2. Auto-numbered identifier — The numeric string identifying the source record, such as
incident, problem, or change request.
3. An underscore character followed by a random 20-character string

Randomized watermark example

When inbound emails are processed, the system matches random watermarks to the
appropriate source records

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Watermark configuration
Watermarks are always generated, but you can configure them to based on your requirement
1. We can create a custom watermark prefix for each service now instance to prevent
accidentally triggering events in the wrong instance.
2. Have custom prefix characters after MSG
3. We can have hidden globally
4. We can omitted from individual email messages
If watermarks are omitted from email notifications, inbound email actions might not work
properly. Without a watermark, the system processes inbound email messages as described
in Criteria for

Exercise: 1 Create a custom watermark prefix

By default, the email notifications use the watermark prefix as MSG, but if you want create a
custom watermark prefix following below steps.

Procedure
1. Navigate to System Definition > Number Maintenance.
2. Click on New

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3. Fill watermark form

4. Table: Email Watermark [sys_watermark] table.

5. Prefix: MSG
6. Number: 0
7. Number of digits:7
8. Click on Submit

Omit an email notification watermark

We can omit watermarks on email notifications if we do not want the instance to match the
notification to an existing record.
When any incoming emails does not contain a watermark, then the system searches the subject
line of mail and message body for an incident number. The system attempts to match any
incident number that it finds to an existing incident. If there is a matching incident number, the
system updates the incident with the values in the incoming email.

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Procedure
1. Navigate to System Notification > Email > Notifications.

1. Open selected email notification to update

2. Click on Advanced View under related link.
3. In the What it will contain section, select the Omit watermark check box.

4. [Optional] If you want response email messages to generate new incidents, remove the
record number ${number} variable from the Subject and Message HTML fields.

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Chapter – 20 Access Control List

(ACL)

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What is ACL (Access Control List)

Access Control List Rules for access control lists (ACLs) restrict the user access to data by requiring
users to pass a set of requirements before they can interact with i.e. can be able to restrict every
one who can read, update, create, delete records into service now tables
1. The applications and modules or objects operation being secured
2. The permissions required to access the applications and modules and objects

Access Control Rules allow access to the specified resource if all three of these checks evaluate
to true:
1. The user has one of the roles specified in the Role list, or the list is empty.
2. Conditions in the Condition field evaluate to true, or conditions are empty.
3. The script in the Script field (advanced) evaluates to true, or sets the variable "answer"
to true, or is empty.
The three checks are evaluated independently in the order displayed above.

To gain access to an object and operation, a user must pass all permissions listed in an access
control. For example, this access control restricts access to write operations on the incident table.

Procedure
1. Navigate to System Security > Access Control(ACL)
2. Open Existing ACL write operation record from incident table

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Who have ITIL role in service now the person can edit and modified records in incident table

ACL evaluation process

An ACL rule only given a permission a user access to an applications and modules and object if
the user meets all of the permissions required by the matching ACL rule and conditions.
1. The Condition must evaluate to true.
2. The script must evaluate to true or return an answer variable with the value of true.
3. The user must have one of the roles in the required roles list. If the list is empty, this
condition evaluates to true.
4. [Record ACL rules only] The matching table-level and field-level ACL rules must both
evaluate to true.

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ACL evaluate permissions

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1. Whenever a user requests data, the system can search for access control rules that match
the requested object and operation.
2. If there is a matching access control rule, then the system evaluates if the user has the
permissions required to access the object and operation.
3. If an access control rule specifies more than one permission, then the user must meet all
permissions to gain access to the object and operation.
4. Failing any one permission check prevents the user from accessing the matching object
and operation.
5. If a user does not meet the permissions of the first matching rule, the system evaluates
the permissions of the next matching access control rule as specified by the access control
processing order.
6. If the user fails to meet the permissions of any matching access control rule, the system
denies access to the requested object and operation.
7. Depending on the object secured, the ACL rule hides a field on a form, hides rows from a
list, or prevents a user from accessing a UI page.

If there are no matching access control rules for the requested object and operation,
then the system grants the user access to it. In practice, it is rare for the system to find
no matching rules because the system has a set of default access control rules that
protect all record operations.

The wildcard field ACL rule (*.*) for the create operation reuses the same permissions as
the write operation. This means that the create permissions are the same as the write
permissions unless you define an explicit create operation ACL rule.

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Required role to create ACL Rules

Normal admin users can view and debug access control rules. However, to create or update
existing access control rules, administrators must elevate privileges to the security_admin role.
See Elevate to a privileged role for instructions.

1. Expand User menu

2. Click on Elevate Roles
3. Check security_admin role
4. Click on OK

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ACL matching Diagram

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Levels of ACL Rules

We can implement ACL rules for multiple levels of different component in the instance
1. Table Level
2. Field Level

Table ACL rules

The user must first pass the table ACL rule. Since the base system includes STAR (*) table ACL
rules that match every table, the user must always pass at least one table ACL rule. The base
system provides additional table ACL rules to control access to specific tables
Table ACL rules are processed in the following order:
1. It must match the table name. For example, incident, problem, change
2. It must match the parent table name. For example, task, cmdb_ci.
3. It must match any table name (*). For example, *.
If a user fails all table ACL rules, the user cannot access the fields in any table. If a user passes a
table ACL rule, the system then evaluates the field ACL rules.

Field ACL rules

After a user passes a table ACL rule, field ACL rules are processed in the following order:
1. It must match the table and field name. For example, incident. caller_id.
2. It must match the parent table and field name. For example, task.caller_id
3. It must match any table (*) and field name. For example, *. number
4. It must match the table and any field (*). For example, incident.*.
5. It must match the parent table and any field (*). For example, task.*
6. It must match any table (*) and any field (*). For example, *.*

A user must pass the table ACL rule to be granted access to the table's fields. For example, the
user must first pass the table ACL rule for the incident table to access the Caller field in the
incident table.

The first successful field ACL evaluation stops ACL rule processing at the field level. When a user
passes a field ACL rule, the system stops searching for other matching field ACL rules. For
example, if a user passes the field ACL rule for incident.caller_id, the system stops searching for
other ACL rules that secure the Caller field in the incident table.

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Exercise 1: Create an ACL rule

We can create a custom ACL rule to restrict user access to new objects or to change the default
security behavior in our instance.
While creating new ACL rules, first you must be elevating privileges to the security_admin role.
For tables that are in a different scope from the ACL rule record, the types of rules are limited.

Procedure
1. Elevate privileges to the security_admin role.

2. Navigate to System Security > Access Control (ACL).

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3. Click on New

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4. Type: record
5. Operation: write
6. Name: [Incident] [assign_to]
7. Role: itil
8. Condition: [State] [is not] [Closed]
9. Click on Submit
10. Verify security rules when Sumitted

11. Click on Continue

12. Then check how it is working

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Chapter – 21
Inbound Email Action

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What is Inbound Email Action

Inbound email actions are enable to define the actions an instance takes when receiving email.
inbound email actions define what actions Service Now takes when in response to incoming
email.

1. Is the message a reply or forward?

2. Does the message match a record in the database?
3. Does the message match the conditions?

The system can take two types of actions:

1. Record action: We can set a value for a field in the target table.
2. Email reply: sending an email back to the source that triggered the action.

Types Inbound email action

The system classifies all incoming email into one of three types: forward, reply, or new.

New
The system classifies an email as New when it fails to match it to the forward and reply inbound
action types.

Forward
The system classifies an email as a forward only when it meets all these criteria:
1. The subject line contains a recognized forward prefix such as FW:
2. The email body contains a recognized forward string such as From:
3. The system classifies any email that meets these criteria as a forward, even if the
message contains a watermark or record number that otherwise classifies it as a reply.

Reply
The system classifies an email as a reply when it fails to match it to the forward inbound
action type and it meets any one of these criteria:
1. The subject line or email body contains a recognized watermark such
as Ref:MSG0000001.
2. There is no watermark and the Reply-To header contains a recognized record number
such as INC0005552
3. There is no watermark and the subject line contains a recognized reply prefix such
as RE: and a recognized record number such as INC0005574

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Determining the type of incoming email

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How to send watermark or record number?

If an inbound message is recognized as a reply or forward ServiceNow attempts to match the
incoming email with an existing record by looking for a unique watermark in the subject line or
message body. By default, watermarks are inserted as the last line of outbound messages.

If no watermark is found, ServiceNow searches the subject and body for a record number.

Conditions
The final step in determining which Inbound Action executes is to check the conditions for a
match. Use the Condition builder to create the condition or write a condition script. If there is
no value in a condition field, the field returns true.

Inbound Email Actions execute only when:

1. The incoming email type matches the inbound action type
2. The watermark or record number matches a record on the target table
3. The inbound action Conditions evaluate to true

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Exercise: 1 Creating Inbound Email Actions

We are going to create an inbound email action to create an incident automatically in incident
table when a customer sends an email

Procedure
1. System Policy > Email > Inbound Action
2. Click on New

3. Fill Inbound Email Action form

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4. Name: Creating New Incident

5. Target Table: Incident
6. Action Type: Record Acton

7. Open When to run Tab

8. Execution Order: 200

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9. Write code like Above screen shot

10. Click on Submit

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Chapter - 22
Reports

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What is Report
Service Now platform can be providing reporting capabilities that we can create and sharing
reports that defines the current state of instance data, such as how many open incidents of
each priority there are and how many in active. Reporting functionality is available by default
for all tables.
Service Now generating and displaying reports in visualizations manner of our data that you can
share with users on dashboards and service portals, we can be able to export to PDF, and send
the reports through email. Now we have to understand how to create, run, edit, view, and
share reports.

Types of Reports
We can create different types of reports and share them into acros all people in our organization
based on our client requirement
1. List
2. Bar Charts
3. Pie Charts
4. Pareto
5. Histogram
6. Pie
7. Speedo Meter
8. Dial
9. Pivot
10. Box
11. Pyramid
12. Trend
13. Donuts
14. Area
15. Heat map
16. Map
17. Booble
18. More…

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Exercise: 1 Creating a new Report

We are going to creating new report and share to respective network group

Procedure
1. Navigate to Reports > Crete New
2. Report Name: Incidents by category
3. Source Type: Table
4. Table: Incident

5. Click on Next Button

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6. Select Pie chart

7. Click on Next Button

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8. Group by: category

9. Display Data table: checked = true
10. Aggregation: Count
11. Max num of groups: system default
12. Click on Next

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13. Display Data labels: checked true

14. Custom chart table: checked true
15. Click on Save
16. Click on Click on Share Button

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17. Click on Share

18. Visible to: Group and Users

19. Groups: Network
20. Click on OK

21. Click on Publish

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Schedule and sharing report

We are going to schedule and automate the distribution of reports, schedule reports will help
us to send reports in visualization manner regularly in our emails to different groups and users

Procedure
1. Navigate to Reports > Click on View/Run.
2. Select our existing report to schedule for distribution.

3. Click the arrow next to the Save button to open the Report options menu and

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4. User: Select any user to send report

5. Groups: Select any group to send report
6. Select Addresses: provide any other user mail id to send report
7. Run: daily
8. Time: 9:30 AM

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9. Subject: Today reports about category

10. Type: PDF-land scape
11. Click on Submit

12. Check scheduled report

Delete a report
We are going to delete reports those are no longer used in our instance.

Note: Only report creator or snow administrator of the report to delete it

Procedure
1. Navigate to Reports > View / Run.
2. Select the report to delete.

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3. When the report opens, click the Delete icon and confirm that you want to delete the
report.

Export report to PDF

We are going to exporting our reports to PDF file and share through mail

Procedure
1. Navigate to Reports > View / Run.
2. Select the report to Export PDF.

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3. Click on Export to PDF

4. Orientation: Portrait
5. Click on Export Button

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6. Click on Download Button

7. Check the result in PDF File

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Report add to Dashboard

We are going to add a report to our dashboard for self-service, itil, admin interfaces

Procedure

1. Navigate to Reports > View/Run

2. Select report to add your Dashboard
3. Click on Add to Dashboard

4. Select Home Page tab

5. Home page: ITIL Home Page
6. Click on Add Here

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7. Click on Add Button

Second Edition release soon…

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