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in

SCENARIO BASED SERVICENOW DEVELOPER INTERVIEW

QUESTIONS ALONG WITH SOLUTIONS ATTACHED

1. Auto-Populate Fields:
o Scenario: Set "Short Description" to "New Incident
Reported" on new incidents.
o Type: Before Insert
o Table: incident

1. (function executeRule(current, previous /*null when

async*/) {
if (!current.description) {
current.description = "New Incident Reported";
}
})(current, previous);
2.

2. Restrict Updates:
o Scenario: Prevent manual changes to the "Priority"
field.
o Type: Before Update
o Table: incident

1. if (current.priority != previous.priority) {
gs.addErrorMessage("Priority cannot be changed
manually.");
current.priority = previous.priority;
}
2.

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3. Auto-Assign Tasks:
o Scenario: Assign new incidents to the "Application
Development" group if no group is set.
o Type: Before Insert
o Table: Incident

1. if (!current.assignment_group) {
var grp = new GlideRecord('sys_user_group');
grp.addQuery('name', 'Application Development');
grp.query();
if (grp.next()) {
current.assignment_group = grp.sys_id;
}
}
2.

4. Querying Other Tables:

o Scenario: Validate if an assigned user belongs to the
"Application Development" group.
o Type: Before Update
o Table: incident

1. var userGR = new GlideRecord('sys_user_grmember');

userGR.addQuery('user', current.assigned_to);
userGR.addQuery('group.name', 'Application Development');
userGR.query();
if (!userGR.next()) {
gs.addErrorMessage("User must be part of the IT Support
group!");
current.setAbortAction(true);
}
2.

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5. Preventing Recursion:
o Scenario: Avoid infinite loops when a Business Rule
updates the same record (for non-admins).
o Type: Before Update
o Table: incident

1. if (!gs.hasRole('admin')) {
current.short_description = "Updated by Business Rule";
}
2.

6. Copying Attachments:
o Scenario: Copy attachments from an incident to a
newly created problem.
o Type: After Insert
o Table: problem

1. var sa = new GlideSysAttachment();

sa.copy("incident", current.sys_id, "problem",
newProblemSysId);
2.

7. Validating Data:
o Scenario: Ensure a valid phone number format before
inserting an incident.
o Type: Before Insert
o Table: incident

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1. var phoneRegex = /^\+?\d{10,15}$/; // Matches

+1234567890 format
if (!phoneRegex.test(current.u_phone_number)) {
gs.addErrorMessage("Invalid phone number format. Use
+1234567890 format.");
current.setAbortAction(true);
}
2.
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8. User Restrictions:
o Scenario: Prevent users from assigning incidents to
themselves.
o Type: Before Update
o Table: incident

1. if (current.assigned_to == gs.getUserID()) {
gs.addErrorMessage("You cannot assign incidents to
yourself.");
current.setAbortAction(true);
}
2.

o Scenario: Prevent users from updating their own roles.

o Type: Before Update
o Table: sys_user

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1. if (current.sys_id == gs.getUserID()) {
gs.addErrorMessage("You cannot modify your own roles.");
current.setAbortAction(true);
}
2.
o Scenario: Prevent self-approval of change requests.

o Type: Before Update

o Table: change_request

1. if (current.approver == gs.getUserID()) {
gs.addErrorMessage("You cannot approve your own change
request.");
current.setAbortAction(true);
}
2.
o Scenario: Prevent ticket reassignment to the same
agent.
o Type: Before Update
o Table: incident

1. if (current.assigned_to == previous.assigned_to) {
gs.addErrorMessage("You cannot reassign the incident to
the same agent.");
current.setAbortAction(true);
}
2.
9. Relating Records:

o Scenario: Automatically populate the "Parent Incident"

field based on similar open incidents.
o Type: Before Insert
o Table: incident

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1. var parentGR = new GlideRecord('incident');

parentGR.addQuery('short_description', 'CONTAINS',
current.short_description);
parentGR.addQuery('state', '!=', 7); // 7 = Closed
parentGR.orderByDesc('sys_created_on');
parentGR.query();
if (parentGR.next()) {
current.parent = parentGR.sys_id;
}
2.
10. Service Catalog Restrictions:

o Scenario: Restrict executable attachment types in

Service Catalog requests.
o Type: Before Insert
o Table: sc_request

1. var sa = new GlideSysAttachment();

var attachments = sa.getAttachments(current);
while (attachments.next()) {
var fileName = attachments.file_name.toLowerCase();
if (fileName.endsWith('.exe') || fileName.endsWith('.bat') ||
fileName.endsWith('.cmd')) {
gs.addErrorMessage("Executable files are not allowed.");
current.setAbortAction(true);
}
}
2.
11. Enforcing Data Integrity:

o Scenario: Enforce work notes on high-priority (P1/P2)

incidents before updating.
o Type: Before Update
o Table: incident

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1. if ((current.priority == 1 || current.priority == 2) &&

!current.work_notes) {
gs.addErrorMessage("You must provide work notes for
high-priority incidents.");
current.setAbortAction(true);
}
o Scenario: Prevent closing an incident without a
resolution code.
o Type: Before Update
o Table: incident

1. if (current.state == 6 && !current.close_code) { // 6 =

Resolved
gs.addErrorMessage("You must provide a resolution code
before closing this incident.");
current.setAbortAction(true);
}
2.
12. Dynamic Priority Assignment:

o Scenario: Automatically update incident priority based

on impact and urgency.
o Type: Before Insert
o Table: incident

1. if (current.impact == 1 && current.urgency == 1) {

current.priority = 1; // Critical
} else if (current.impact <= 2 && current.urgency <= 2) {
current.priority = 2; // High
} else if (current.impact == 2 && current.urgency == 2) {
current.priority = 3; // Moderate
} else if (current.impact <= 3 && current.urgency == 3) {
current.priority = 4; // Low
} else {
current.priority = 5; // Planning
}
13. Preventing Deletion:
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o Scenario: Prevent users from deleting high-priority

incidents.
o Type: Before Delete
o Table: incident

1. if (current.priority == 1) {
gs.addErrorMessage("High-priority incidents cannot be
deleted!");
current.setAbortAction(true);
}
2.
14. Creating Related Records:

o Scenario: Create a related problem record when an

incident is resolved.
o Type: After Update
o Table: incident

1. if (current.state == 6 && previous.state != 6) { // 6 =

Resolved
var problemGR = new GlideRecord('problem');
problemGR.initialize();
problemGR.short_description = "Problem related to
incident " + current.number;
problemGR.correlation_id = current.sys_id;
problemGR.insert();
}
2.
15. Knowledge Management Integration:

o Scenario: Automatically generate a Knowledge Article

from a resolved incident with a known solution.
o Type: After Update
o Table: incident

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1. if (current.state == 6 && previous.state != 6) { // 6 =

Resolved
var kbGR = new GlideRecord('kb_knowledge');
kbGR.initialize();
kbGR.short_description = "Solution for Incident " +
current.number;
kbGR.text = current.close_notes;
kbGR.kb_category = "Incident Resolutions"; // Adjust as
needed
kbGR.workflow_state = "draft"; // Set to draft for review
kbGR.insert();
}

16. User Onboarding Automation:

o Scenario: Automatically add new employees to the
"New Hires" group.
o Type: After Insert
o Table: sys_user

1. var groupGR = new GlideRecord('sys_user_group');

groupGR.addQuery('name', 'New Hires');
groupGR.query();
if (groupGR.next()) {
var groupMember = new
GlideRecord('sys_user_grmember');
groupMember.initialize();
groupMember.user = current.sys_id;
groupMember.group = groupGR.sys_id;
groupMember.insert();
}
2.

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17. Scheduled Automation:

o Scenario: Automatically close resolved incidents after 7
days.
o Type: Scheduled Script (Daily job)

1. var gr = new GlideRecord('incident');

gr.addQuery('state', 6); // 6 = Resolved
gr.addQuery('resolved_at', '<=', gs.daysAgo(7));
gr.query();
while (gr.next()) {
gr.state = 7; // 7 = Closed
gr.work_notes = "Incident automatically closed after 7 days
in resolved state.";
gr.update();
}
2.
o Scenario: Auto-close incidents with no updates for 14
days.
o Type: Scheduled Script (Daily)
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1. var gr = new GlideRecord('incident');

gr.addQuery('state', '!=', 7); // Not Closed
gr.addQuery('sys_updated_on', '<=', gs.daysAgo(14));
gr.query();
while (gr.next()) {
gr.state = 7; // Closed
gr.work_notes = "Incident auto-closed due to inactivity.";
gr.update();
}

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o Scenario: Escalate incidents unassigned for 4 hours.

o Type: Scheduled Script (Every Hour)

1. var gr = new GlideRecord('incident');

gr.addQuery('state', '!=', 7); // Not Closed
gr.addQuery('assigned_to', 'NULL'); // Unassigned
gr.addQuery('sys_created_on', '<=', gs.hoursAgo(4));
gr.query();
while (gr.next()) {
gr.u_escalated = true;
gr.work_notes = "Incident escalated due to lack of
assignment.";
gr.update();
}
2.

2. Leveraging ServiceNow Notifications:

Keep stakeholders informed with automated email notifications:
• High-Priority Incident Alert:
o Scenario: Send an email to the support team when a P1
or P2 incident is created.
o Type: After Insert Business Rule
o Table: incident
o Notification Name: incident.high_priority

1. if (current.priority == 1 || current.priority == 2) {
var emailBody = "A high-priority incident (" +
current.number + ") has been created. \n\n" +
"Short Description: " + current.short_description;
gs.eventQueue("incident.high_priority", current,
"[email protected]", emailBody);
}
2.
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• P1 Incident Assignment Notification:

o Scenario: Notify the manager when a P1 incident is
assigned.
o Type: After Update Business Rule
o Table: incident

1. if (current.priority == 1 && current.assigned_to &&

previous.assigned_to != current.assigned_to) {
var userGR = new GlideRecord('sys_user');
userGR.get(current.assigned_to);
if (userGR.manager) {
gs.eventQueue("incident.p1_assignment", current,
userGR.manager, current.assigned_to);
}
}
2.

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3. Mastering ServiceNow Client Scripts:

Enhance user experience and data validation directly on the form:

• Making Fields Read-Only:

1. function onLoad() {
g_form.setReadOnly('short_description', true);
}
2.

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• Setting Default Values:

1. function onLoad() {
g_form.setValue('priority', '3');
}
2.
• Dynamic Mandatory Fields:

1. function onChange(control, oldValue, newValue, isLoading)

{
if (newValue === '1') {
g_form.setMandatory('impact', true);
} else {
g_form.setMandatory('impact', false);
}
}
2.
• Hiding Fields:

1. function onLoad() {
g_form.setDisplay('description', false);
}
2.

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• Preventing Form Submission:

1. function onSubmit() {
if (g_form.getValue('priority') == '1' &&
!g_form.getValue('description')) {
alert('Description is required for high priority incidents.');
return false;
}
return true;
}
2.
• Conditional Read-Only Fields:

1. function onLoad() {
if (g_form.getValue('priority') == '1') {
g_form.setReadOnly('description', true);
}
}
2.
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• Displaying Alert Messages:

1. function onLoad() {
alert('This is a test alert!');
}
• Preventing Editing After Setting:

o Scenario: Once a value is entered in "Category," it

cannot be changed.

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1. function onChange(control, oldValue, newValue, isLoading)

{
if (!isLoading && oldValue && oldValue !== newValue) {
g_form.setValue('category', oldValue);
g_form.addInfoMessage('Category cannot be changed
once set.');
}
}

• Auto-Populating Reference Fields:

o Scenario: When "Category" is "Hardware," auto-set
"Assignment Group" to "Hardware Support."

1. function onChange(control, oldValue, newValue, isLoading)

{
if (newValue == 'hardware') {
g_form.setValue('assignment_group',
'287ebd7da9fe198100f92cc8d1d2154e'); // Replace with actual
sys_id
}
}

• Custom Form Validation:

o Scenario: Prevent submission if "Short Description"
contains "test."

1. function onSubmit() {
var shortDesc = g_form.getValue('short_description');
if (shortDesc.toLowerCase().includes('test')) {
g_form.addErrorMessage('Short Description cannot
contain "test".');
return false;
}
return true;
}

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• Date Manipulation:
o Scenario: Set "Due Date" to 5 days after the "Opened"
date.
o Type: onChange
o Field: opened
o Table: incident

1. function onChange(control, oldValue, newValue, isLoading,

isTemplate) {
if (isLoading || newValue === '') {
return;
}
var daysadded = "5" var opened = new
Date(g_form.getValue('opened_at'));//gets the value of opened
datetime
var duedate = "";
var openedate = opened.getDate();//get the day
var totaldays = parseInt(openedate) + parseInt(daysadded);
//(example:-today date = 13th, adding 5 days to it = 18th)
opened.setDate(totaldays);
duedate = formatDate(opened, g_user_date_time_format);
g_form.setValue('due_date', duedate);
}
2.
o Scenario: Prevent selecting past dates for the "Opened"
field.
o Type: onSubmit
o Table: incident

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1. function onSubmit() {
var presentdate = new Date();
var startdate = new Date(g_form.getValue('opened_at'));
startdate.getDate();
if (presentdate.valueOf() > startdate.valueOf()) {
g_form.clearValue('opened_at');
alert('you cannot choose past date');
return false;
}
}

o Scenario: Ensure "End Date" is after "Start Date."

o Type: onSubmit
o Table: incident

1. function onSubmit() {
var duedate = new Date(g_form.getValue('due_date'));
var startdate = new Date(g_form.getValue('opened_at'));
startdate.getDate();
if (duedate.valueOf() > startdate.valueOf()) {
g_form.addInfoMessage("true");
} else {
alert("End Date should be after Start Date.");
g_form.clearValue('due_date');
return false;
}
}

o Scenario: Restrict "End Date" selection to within the

next 10 days.
o Type: onSubmit
o Table: incident

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1. function onSubmit() {
var enddate = new Date(g_form.getValue('due_date'));
var todayJSdate = new Date();
var day = new Date(enddate);
var timediff = day.getTime() - todayJSdate.getTime();
var datediff = timediff / (24 * 60 * 60 * 1000);
if (datediff > 10) {
alert("please select 10 days from today");
g_form.setValue('due_date', '');
return false;
}
}

o Scenario: Restrict "Opened" date selection to the

current date.
o Type: onSubmit
o Table: incident

1. function onSubmit() {
var sdate=new Date(g_form.getValue('opened_at'));
var edate=new Date(sdate);
var odate=new Date();
if(odate<edate||odate>edate){
g_form.addErrorMessage('please select current date');
g_form.clearValue('opened_at');
}else{
g_form.setValue('opened_at',odate.valueOf());
}
}

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4. Unleashing the Power of GlideRecord Queries:

Retrieve and manipulate data efficiently with these examples:
• Getting Current User's Roles:

1. var gr=new GlideRecord('sys_user_has_role');

gr.addQuery('user',gs.getUserID());//depends on current
loggedIn user
gr.query();
while(gr.next()){
gs.info(gr.role.name);
}gs.info("No.of roles that user is having:-
"+gr.getRowCount());
// (or)
var gr=new GlideRecord('sys_user_has_role');
gs.info(gs.getUser().getRoles());
2.

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• Getting Users with a Specific Role (e.g., 'admin'):

1. var gr=new GlideRecord('sys_user_role');

gr.addQuery('name=admin');
gr.query();
if(gr.next()){
var user =new GlideRecord('sys_user_has_role');
user.addQuery('role.name',gr.name);
user.query();
while(user.next()){
gs.info(user.user.name);
}gs.info("No.of users with a particular role:-
"+user.getRowCount());
}
2.

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• Getting Current User's Groups:

1. var user=new GlideRecord('sys_user_grmember');

user.addQuery('user',gs.getUserID());//depends on current
loggedIn user
user.query();
while(user.next()){
gs.info(user.group.name);
}gs.info("No.of groups that user is having:-
"+user.getRowCount());
2.

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• Getting Users in a Specific Group (e.g., 'application

development'):

1. var grp=new GlideRecord('sys_user_group');

grp.addQuery('name=application development');
grp.query();
if(grp.next()){
var grpmem=new GlideRecord('sys_user_grmember');
grpmem.addQuery('group.name',grp.name);
grpmem.query();
while(grpmem.next()){
gs.info(grpmem.user.name);
}gs.info("No.of users with a particular group:-
"+grpmem.getRowCount());
}
2.

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• Getting Directly Assigned Roles of Current User:

1. gs.info(gs.getUser().getUserRoles());// these roles directly

assigned to the user,excluding inherited or group-based roles.
2.
• Getting Current User's Display Name:

1. gs.info(gs.getUser().getDisplayName());

• Getting Last 10 Resolved Incidents:

1. var inc=new GlideRecord('incident');

inc.addQuery('state=6');
inc.orderByDesc('sys_updated_on');
inc.setLimit(10);
inc.query();
while(inc.next()){
gs.info(inc.number+":- "+inc.caller_id.getDisplayValue());
}
• Getting P1/P2 Active Incidents with Category
'inquiry':

1. var inc=new GlideRecord('incident');

inc.addQuery('priorityIN1,2^category=inquiry');
inc.addActiveQuery();
inc.query();
while(inc.next()){
gs.info(inc.number+":- "+inc.priority.getDisplayValue()+":-
"+inc.category);
}gs.info(inc.getRowCount());

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• Getting Current Logged-In User's Incidents:

var inc=new GlideRecord('incident');

inc.addQuery('caller_idDYNAMIC90d1921e5f510100a9ad2572f
2b477fe');//current LoggedIn user
inc.addActiveQuery();
inc.query();
while(inc.next()){
gs.info(inc.number+":-"+inc.short_description);
}gs.info(inc.getRowCount());

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• Getting All Active Incidents (Excluding Closed &

Cancelled):

1. var inc=new GlideRecord('incident');

inc.addQuery('stateNOT IN7,8');
inc.addActiveQuery();
inc.query();
while(inc.next()){
gs.info(inc.number+":-"+inc.state.getDisplayValue());
}gs.info(inc.getRowCount());
2.

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