Learning ServiceNow

Administration and development on the Now platform, for powerful IT automation, 2nd Edition

Tim Woodruff

• Publisher: Packt Publishing
• Year: 2018
• ISBN:
  9781788837378
• Edition: 2
• Topic: Ciencia de la computación
• Subtopic: Aplicaciones empresariales

IT service management automation at your fingertipsAbout This Book• Learn to leverage ServiceNow's capabilities for improved IT automation by following step-by-step, practical instructions• Build core administration, development, and maintenance skills with IT service management in ServiceNow• Improve your workflow efficiency by designing and creating responsive and automated workflows, business logic, and front-end automationWho This Book Is ForThis book is for IT professionals and administrators who are planning to or are already trying to implement ServiceNow in their organization for Enterprise IT service management tasks.Some familiarity with web technologies (JavaScript) would be helpful. Prior ServiceNow experience is not necessary.What You Will Learn• Read and write clear, effective code for the ServiceNow platform• Identify and avoid common pitfalls and missteps that could seriously impact future progress and upgradeability• Use debugging tools to troubleshoot when things go wrong• Discover tips and tricks from top ServiceNow developers, architects, and administrators. Find out what the pros wish they knew when they were starting outIn DetailThis book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows.We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.Style and approachThis book is a step-by-step practical tutorial to help you quickly deploy and configure ServiceNow in your organization. It guides you through the process of building applications and understanding the underlying systems, to help you become a more effective ServiceNow/ITSM administrator and/or developer.

Learning ServiceNow Second Edition

---

Table of Contents

Learning ServiceNow Second Edition

Why subscribe?

PacktPub.com

Contributors

About the author

About the reviewers

Packt is Searching for Authors Like You

Preface

Who this book is for

What this book covers

To get the most out of this book

Basic knowledge of JavaScript

A free developer instance of ServiceNow

Download the color images

Conventions used

Get in touch

Reviews

1. The Interface

Versions

Frames

Banner frame

System settings

Help

Connect chat conversations

Global text search

Profile

The application navigator

Filter text box

Favorites

History

Important application menus and modules

Content frame

UI settings and personalization

Summary

2. Lists and Forms

List v2 versus List v3

Lists and tables

Creating a custom table

Creating an update set

Creating the table

Adding a field

List view

Condition builder

Building a filter

Dot-walking

Forms

Form designer

Form layout

Related lists

Summary

3. UI Customization

UI15 versus UI16

Switching between UI15 and UI16

Branding your instance

Custom themes

UI-impacting system properties

Configuring service portal UI

Creating a custom homepage

Styling pages and widgets

Setting up the War Room page

Styling the CMS

Summary

4. Understanding Data and Relationships

One-to-many relationships in ServiceNow

Many-to-many relationships in ServiceNow

Creating a M2M table

Other M2M relationships

Enforcing one-to-one relationships

Defining custom relationships

Database table inheritance

Summary

5. Tasks and Workflows

Important task fields

Active

Additional comments and work notes

Assigned to and Assignment group

Created, Created by, Updated, and Updated by

Description and short description

Number

State

Journals and the activity formatter

Extending the task table

Workflows

Important workflow activities

User and group approval

Approval coordinator

If

Switch

Wait for Condition

Create Task and Catalog Task

Branch and Join

Return value

Run Script

Set Values

Pausing workflows

Workflow Stages

Demo

SLAs

Approvals

Assignment

Creating Task fields

Summary

6. UI and Data Policies

UI policies

Catalog UI policies

Reverse if false

Scripting in UI policies

UI Policy Order

Demo

Data policies

Demo

Converting between data and UI policies

Demo

Data policies versus ACLs

Summary

7. User Administration and Security

What is a user?

Groups and roles

Impersonating users for testing

Emails and notifications

Demo

Notification devices

User preferences

Default preferences

Preferences in update sets

Scripting user preferences

ACLs – security rules

ACL process order

High security plugin

Summary

8. Introduction to Scripting

To script, or not to script?

Client-side versus server-side APIs

Client-side APIs

Server-side APIs

Where scripting is supported

Access controls

Business rules

Client scripts and catalog client scripts

Condition builder (and the URL)

Default value

Script includes

UI actions

UI policies and catalog UI policies

UI scripts

Workflow activities

Integrated development environment

Script tree

Script auto-completion

Script editor macros

Documentation macro

For-loop macro

GlideRecord macros

Demo

Summary

9. The Server-Side Glide API

The structure of an API class

Server-side APIs

GlideRecord

Initialize

Example usage

addQuery()

Available query operators

Example usage

addActiveQuery()

addNullQuery() and addNotNullQuery()

Example usage

canRead(), canWrite(), canCreate(), and canDelete()

Example usage

deleteRecord() and deleteMultiple()

Example usage

get()

Example usage

getDisplayValue()

Example usage

getValue() and getUniqueValue()

Example usage

hasNext()

Example usage

initialize() and insert()

Example usage

next()

Example usage

orderBy() and orderByDesc()

Example usage

query()

Example usage

setAbortAction()

Example usage

setLimit()

Example usage

setValue()

Example usage

setWorkflow()

Example usage

update() and updateMultiple()

Example usage

GlideElement

changes(), changesFrom() and changesTo()

Example usage

getDisplayValue()

Example usage

getED()

Example usage

getReferenceTable() and getRefRecord()

Example usage

nil()

Example usage

toString()

Example usage

GlideDateTime

Adding or removing time

Example usage

getDayOfMonth() and getDayOfWeek()

Example usage

GlideSession

getClientData() and putClientData()

Example usage

GlideSystem

addErrorMessage() and addInfoMessage()

Example usage

debug()

Example usage

eventQueue()

Example usage

getProperty()

Example usage

getUser()

Example usage

getUserID()

Example usage

hasRole()

Example usage

GlideUser

getPreference() and savePreference()

Example usage

hasRole()

Example usage

isMemberOf()

Example usage

Summary

10. The Client-Side Glide API

Client-side APIs

GlideAjax

GlideForm (g_form)

Setting/clearing messages on the form and fields

Dealing with drop-down list fields

Getting and setting values on the form

Controlling field visibility

Setting fields mandatory and read-only

Submitting a client-side form

Disabling checking for mandatory fields

GlideUser (g_user)

Getting user details

Checking user permissions

Getting client data

GlideRecord

Querying for one or more records

Deleting a record asynchronously

Summary

11. Server-Side Scripting

Dot-walking and GlideElement

Script includes

Server-side GlideAjax

Business rules

After business rules

Asynchronous business rules

Display business rules and g_scratchpad

Default versus calculated ...