ServiceNow1
ServiceNow Search Guide
ServiceNow Search Guide
Index
Fundamentals
Fundamentals Labs
Lab 1.1
Log on to your training instance
Use the application navigator and its filter to acces different areas of ServiceNow
Add Knowledge and service catalog modules to favorites
Lab 1.2
Open an Update Set
Create the infinity list view
Apply and save a filter
Locate a missing incident
Update infinity Incident Records
Lab 1.3
Create and configure a new form view using the form designer
Create and update infinity incident records
Lab 1.4
Use the ITSM guided setup to apply branding to the instance
Lab 2.1
Browse the Service Portal
Submit an incident from the Service Portal
Use Work notes, comments and chat to cooperatively manage an incident
Lab 2.2
Develop a new email notification
Test the notification
Lab 3.1
Create a new table
Configure the table form view
Update the application menu and create new modules
Lab 3.2
Update a role
Provide application menu and module access for a specified role
Create an Access Control rule to grant data permissions
Lab 3.3
Modify a list layout as preparation
Create an Import Set Table and Transform Map
Transform multiple imports
Clean up import data
Lab 3.4
Create a new CI class in the CMDB
Define CI Relationships
Lab 4.1
Create an Infinity Service Catalog Item
Add item variables
Validate your work with "Try it"
Lab 4.2
Copy and edit an existing workflow to create a new workflow
Validate and publish the workflow
Associate the workflow to a Service Catalog item
Test the workflow
View the workflow history
Lab 4.3
Create an SLA for security incidents
Test the SLA
Lab 4.4
Create a Knowledge Base Article by importing a Word Document
Approve the article for publishing
Define, apply, and test user criteria on the knowledge base
Lab 4.5
Create a report for a group
Share the report to a group
Lab 5.1
Create a UI Policy with a UI Policy Action
Create a Business Rule
Lab 5.2
Review an Update Set
Create another Update Set
Make platfom changes and capture them in the new Update Set
Lab 5.3
Sign up for a Developer instance
Define an Update Source
Retrieve an Update Set, commiting platform changes to the developer instance
Fundamentals Concepts
ServiceNow overview
What is ServiceNow
What is the ServiceNow Instance
What are Users and Groups
Key Platform UI Components
Application Navigator
Mobile Access
Product Documentation
Lists and Filters
What is a Role
What is a List
Layout Configuration
List Personalization
List Editing
Tags
Filters
Finding Information
Forms
What is a Form
Formatters and Related Lists
Configuration
Personalization
Templates
Saving Forms
Branding
Instance Settings
Guided Setups
System Branding
Task Management
What is a serviceNow Task
Task Assignment
My work / My Group Work
Presence
Notes Tab
Activity Stream Inline Editing
Visual Task Boards
Notification
What is an Event
What is a Notification
Creating Notifications
Dot-Walking
Subscriptions
Connect Chat and Workspace
Data Schema
Database Structure and Hierarchy
Reference Fields
Table Relationships
Table Types
Schema Map
Data Security
User Permissions Summary
What is an Access Control
Access Control List (ACL)
Rule Types
Rule Definition Criteria
Evaluation Workflows
Import Sets
What are Import Sets
Import Set Table
Transform Maps
Coalesce Fields
CMDB
What is a CMDB
What are Configuration Items
Using the CMDB
Relationship Editor
Dependency View
Implementation Considerations
Service Catalog
What is the Service Catalog
Catalog Items
Variables / Variable Sets
Record Producers
Order Guides
Request Output
Service Catalog Security
Flow Designer & Workflows
User Criteria
What is the Flow Designer
What is a Workflow
Workflow Editor
Workflow Terminology
Workflow States
Knowledge Management
What is Knowledge Management
Knowledge Base Architecture
Knowledge Base Workflows
Knowledge Article Security
Reporting
What is ServiceNow Reporting?
Report Types
Creating and Editing Reports
Report Designer
Metrics
Perfomance Analytics
Dashboards
Scripting
What are Plugins
What is ServiceNow Scripting
UI / Data Policy
UI / Action
Client Script
Business Rule
Scripting Areas in ServiceNow
Application Administration
Development
ServiceNow Studio
Delegated Developers
Application Scopes
Developer Documentation
Sharing Data
Scripting
Scripting Labs
Lab 1.1 - Using the Syntax Editor
Goals
Preparation
Use the Syntax Editor
Create a Syntax Editor Macro
Lab 1.2 - Syntax Checking
Goals
Syntax Checking in the Script Editor
Lab 1.3 - Explore Scripting Resources
Goals
Expore Community
Explore Documentation
Explore Developer
Lab 2.1 - Two Simple Client Scripts
Goals
Create an onLoad() Client Script
Test Your Work
Create an onCellEdit() Client Script
Test Your Work
Lab 2.2 - g_form and g_user
Goals
Preparation
Use both g_form and g_user methods in a Client Script
Test Your Work
Lab 2.3 - Debugging Client Scripts
Goals
Preparation
Observe the Current Execution of the Script
Use jslog() to confirm Variable Values and Script Execution
Turn on the JavaScript Log and Field Watcher
Force the Updated Script to Execute
Explore Built-in Debugging Messages
Explore Debugging While Impersonating
Lab 2.4 - Client Scripting for Mobile
Goals
Preparation
Client Scripting for Mobile
Test the Client Script on the Desktop
Test the Client Script in the Mobile Application
Lab 2.5 - Client Scripting with Reference Objects
Goals
Client Scripting with Reference Objects
Test Your Work
Make a Second getReference() Call in the Same Script
Lab 3.1 - Incident Resolved/Closed UI Policy
Goals
Create a UI Policy
Test Your Work
Practice Debugging a UI Policy
Make the UI Policy Script Mobile
Lab 4.1 - Control Variable Choices Catalog Client Script
Goals
Preparation
Create a New Catalog Item
Create a Variable to Contain the Available Cartridge Types
Create a Catalog Client Script to Control the Display of Choices Based on Role
Test Your Work
Lab 4.2 - Control Out of State Shipping Catalog UI Policy
Goals
Prerequisite
Create a Variable to Confirm a California Delivery
Create Two Variables to Provide Location Selections
Restrict the Alternate Location Selections to Users With the 'itil_admin' Role
Use a Catalog UI Policy to Display the Correct Location Fields
Inform Users Additional Shipping Fees Outside of California Apply
Test Your Work
Lab 5.1 - Debugging Business Rules
Goals
Preparation
Practice Using the Script Debugger - Breakpoints and Variables
Practice Using the Script Debugger - Current and Previous Values
Practice Using the Script Debugger - Call Stack
Practice Debugging Using GlideSystem Logging Methods
Practice Debugging Using the Debug Business Rule Feature
Lab 5.2 - Current & Previous
Goals
Preparation
Create the Business Rule
Test Your Work
Lab 5.3 - Display Business Rules and Dot Walking
Goals
Create a Business Rule
Create a Client Script
Test Your Work
Lab 6.1 - Setting the CAB Date
Goals
Create a Business Rule
Test Your Work
Scripting Concepts
Scripting Overview
What is Platform Scripting
Why should you Avoid Scripting
When Should you Script
Scripting Overview Caution
Who can Script
Where Do Scripts Execute
How do You Script in ServiceNow
Syntax Coloring
Behaviors of Braces and Quotes
Context-Sensitive Help
Code Editing Functions
Comment / Uncomment Selected code
Format Code
Replace / Replace All
Search
Full Screen Editing
Syntax Editor Macros
Creating New Editor Macros
Syntax Checker
Syntax Error Checking
Application Navigator
Locate Your Scripts Quickly
Application Scope
JavaScript APIs
API Documentation
JavaScript Mode
Where to Get Scripting Help
ServiceNow Community
SNUG - ServiceNow User Groups
Product Documentation
Developer Documentation
ServiceNow Learning Library
Best Practices Scripting Fundamentals
Explore Scripting Resources
Client Scripts
What is Client Script
What Exists Baseline
Client Script Execution
Client Script Trigger
Client Script Trigger - Order
Client Script Type - onLoad()
Client Script Type — onSubmit()
Client Script Type — onChange()
Client Script Type — onChange() Template 'if' Statement
Client Script Type — onCellEdit()
Available Data
g_form Object
g_form Methods
Referencing Field Names
g_form Method Syntax
g_form.getValue()
g_form.getValue() — Text Field
g_form.getValue() — Choice List
g_form.getValue() — Reference Field
g_user Object
g_user Object Properties and Methods
Mobile
Create a Mobile Application
Client Script Mobile Methods
g_form Methods Unavailable for Mobile
Testing without a Smartphone
Debugging Client Scripts — Mobile
Reference Objects
Scripting with Reference Objects
g_form.getReference() Method
Synchronous vs. Asynchronous
Script Versions
Two Ways to Compare Script Versions
Compare to Current
Version Form
Client Scripts Best Practices
Module Recap Client Scripts
UI Polices
Overview UI Policy
UI Policy Execution
UI Policy Trigger — When to Apply
UI Policy Trigger — Script
What Data Can You See in a UI Policy?
Debug UI Policies
UI Polices Best Practices
UI Polices Module Recap
Catalog Client Scripts & Catalog UI Polices
What is a Catalog Client Script?
What Exists Baseline?
Create a Catalog Client Script
What is a Catalog UI Policy
Create a Catalog UI Policy
Variable Sets
What Data Can You See in Catalog Client Scripts and Catalog UI Policies?
Quickly Locate Catalog Item Elements
Best Practices - Catalog Client Scripts and Catalog UI Policies
Module Recap - Catalog Client Scripts & UI Policies
Catalog Client Scripts Objectives
Business Rules
What is a Business Rule?
What Exists Baseline?
Business Rule Execution
Business Rule Trigger — When to Run
When Business Rules Execute
Business - When: Before Query
Business - When: Display
Business - When Before
When: After
Business - When: Async
Business Rule Trigger — Actions
Business Rule Trigger — Advanced
What Data Can You See in a Business Rule?
Dot-Walking
Automatically Insert the Dot-Walking Path
Debugging Business Rules
GlideSystem Logging Methods
Debug Business Rules Module
Debug Business Rules (Details)
Script Debugger
Anatomy of the Script Debugger
To Debug Scripts
Script Debugger: Breakpoints
Script Debugger: Call Stack and Transaction Detail
Script Debugger: Coding Pane
Script Debugger: Controls
Script Debugger: Variables
Script Debugger: Status Bar
Script Debugger: Multiple Developer Support
Best Practices - Business Rules
Business Rules Objectives
Business Rules Module Recap
GlideSystem
The GlideSystem API
User Methods
User Methods Examples
System Methods
System Method Examples
Date and Time Methods
Date and Time Method Examples
GlideSystem Method Documentation
Scoped GlideSystem
Scoped GlideSystem Logging Methods
Example Using Logging Methods
Best Practices - GlideSystem
GlideSystem Objectives
Glide System Module Recap
GlideRecord
What is a GlideRecord
Working with GlideRecord Queries
Step 1: Create a GlideRecord Object for the Table of Interest
Step 2: Build the Query Condition(s)
addQuery() Operators
Step 3: Execute the Query
Step 4: Process Returned Records With Script Logic
update()
Put it All Together
addOrCondition()
Mixing ANDs and ORs
Query for a Single Record
Did My Query Return GlideRecord?
addEncodedQuery()
Build an Encoded Query
Update records on another table
GlideRecord Methods
GlideRecordSecure
Scoped GlideRecord
Best Practices - GlideRecord
Module Recap GlideRecord
Script an Event
What is an Event?
Working With Events
Step 1: Register the Event
Step 2: Create a Queue (optional)
Step 3: Create a Script to Generate the Event
Generate the Event at a Fixed Time
Checking for Events
Step 4: Create a Script to Respond to the Event
Best Practices Script an Event
Module Recap Script an Event
Script Includes
What is a Script Include?
What Exists Baseline?
Script Include Trigger
Three Types of Script Includes
Classless/On Demand Script Includes
Use a Classless Script Include
Define a New Class
Define Functions
Define Global Properties
Extend an Existing Class
Example: extending AbstractAjaxProcessor
Calling a Script Include Client-side
Returned to the Client from the Server
Putting it Together
Another Example
JSON Scrip Include
What is Returned?
JSON Client-Side Script
Baseline Script Includes and the State Model
Minimize Server Lookups
Scope Matters in a Script Include
Protection Policy
Calling a Script Include
Script Include Scope
Best Practise Script Include
Module Recap Script Includes
Workflow Scripting
What is a Workflow?
What Exists Baseline?
Anatomy of the Workflow Editor
Workflow Activities
Workflow Activity Scripting
What Data Can You See in a Workflow?
If Activity Scripting
If Activity Scripting Example
Wait for condition Activity Scripting
Wait for condition Activity Scripting Example
Create Task Activity Scripting
Create Task Activity Scripting Example
Run Script Activity Scripting
Run Script Activity Scripting Example
Timer Activity Scripting
Timer Activity Scripting Example
Approval - User Activity Scripting
Who Are the Approvers?
Additional Approvers Script Example
What are the Approval Conditions?
User Approval Scripting
Approval - Group Activity Scripting
Which Groups?
What is the Group Approval Condition?
Group Approval Condition
Group Approval Condition Example
Workflow Testing
Activity Debugging
Best Practices - Workflow Scripting
Workflow Scripting Objectives
Workflow Scripting Module Recap
Scripting Best Practices and Concepts
Best Practices
Core Concepts
System Administration Advanced
System Administration Advanced Labs
Configurations and Update Sets - Lab 1.1
Objectives
Create a Named Updated Set
Create a Business Rule
Test the Business Rule
Define the Application Scope
Confirm the Selected Scope
Verify Update Set Captures
Complete the Update Set
Clone an Instance - Lab 1.2
Goals
Requirements Summary
Student Source Instance
Exclude Table Data
Create Data Preservers
Create Cleanup Scripts
Shared (Target) Instance: Validate Clone Target
Create Clone Target Record
Create Clone Request
Complete the Update Set
Create a Database Index - Lab 1.3
Goals
Requirements
Create an Update Set
View Index Fields
Create and Run a filter
Create Database Indexes
Confirm Successful Index
Confirm Index Fields
Test the Indexes
Complete the Update Set
Report Using a Database View - Lab 2.1
Report with a Report Source - Lab 2.2
Submit
Create a report Source
Create a Report using a Report Source
Complete the Update set
Goals
Create a Dashboard - Lab 2.3
Goals
Submit and make current a new Update set
Create a Dashboard
Share the Dashboard
Complete the Dashboard
Data Maintenance - Lab 3.1
Create Instance Maintenance Reports - 1
Create instance maintenance Reports: Tasks with no updates (3 months or more) - 2
Schedule the Unassigned Active Tasks by Type report for daily delivery - 3
Create Data Hygiene Dashboard - 4
Share the Dashboard - 5
CHALLENGE (optional) - 6
Complete the Update Set - 7
Instance Maintenance - Lab 3.2
Goals
Submit and Make Current a New Update Set
Create a Favorite
Upgrades and Calculations - Lab 3.3
Web Services - Lab 4.1
Objectives
Steps
Submit and Make Current New Update Set for Each Instance - 1
Publisher - 2
Retrieve Records - 3
Create an Outbound REST Message - 4
Create HTTP Query Parameters - 5
PUBLISHER: Create a record (POST) - 6
CONSUMER: Make an Outbound REST Post - 7
PUBLISHER: Confirm and View Received record(s) from Consumer - 8
System Administration Advanced Concepts
Application Data Management
What are applications
What makes an application - Components of an application
Application Scopes
Foundation vs Process
Accessing Application Data
Process Data
Configuration vs Customizations
Customizations - Best Practices
ServiceNow app Store
Methods for Data Population
What are Update Sets
Named and Default Update Sets
Import Sets
Transform Map
What is System Cloning
Benefits of System Cloning
System Cloning: Exclusions and Benefits
Integrations
Search Administration
Database Indexes
Text Indexes
Contextual Search
Configuring contextual search
Search Administration - Best Practices
Application Data Management Overview
Application Data Management Module Takeaways
Reporting
ServiceNow Reporting
Database Views
Database views: Using a Join
Database Views: Restrict returned fields
Reporting Dashboards
Building a Dashboard
Configuring a Dashboard
Reports: Slow Server Response
Reports: Efficiencies
Platform Optimization and Maintenance
Data Hygiene Tools
Reports and Dashboards
Releases and Upgrades
About Upgrades
Upgrade to the latest Release
Integrations
How does data Enter the ServiceNow
Big Picture of ServiceNow data Integration
WebServices - REST
WebServices: Communication
WebServices APIs
ServiceNow Provided API's
REST Glossary
REST API Explorer
Outbound REST
Outbound Rest Web Service Results
Web Services JSON
Inbound Web Services With REST
System Administration Best Practices
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