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  • Book Overview & Buying ServiceNow Cookbook
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ServiceNow Cookbook

ServiceNow Cookbook

By : Ashish Rudra Srivastava, Turner
3.7 (3)
Buy this Book
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ServiceNow Cookbook

ServiceNow Cookbook

3.7 (3)
By: Ashish Rudra Srivastava, Turner
Buy this Book

Overview of this book

ServiceNow is the ideal platform for you to create enterprise-level applications, giving borh requesters and fulfillers better visibility and access to a process. With this title we’ll guide you through the world of ServiceNow, letting you take on the best the platform offers you with the least amount of hassle. Starting with the core configuration and management tasks, this book will help you build data-driven apps and it will also explore development best practices. You will learn to set up email notifications for users and work with the database view for reporting. Next, the book will guide you through creating various tasks from the workflow and show you how to make the most of the workflow utilities available in ServiceNow. Finally, the book will drive you through the auditing and diagnosing aspects of ServiceNow. By the end of this book, you will acquire immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.
Table of Contents (8 chapters)
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Preface
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Preface
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What this book covers
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What you need for this book
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Who this book is for
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Sections
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Conventions
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Reader feedback
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Customer support
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1
1. Getting Started with Service-Now
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1. Getting Started with Service-Now
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Introduction
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Service-Now prerequisites
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Service-Now and the ITIL framework
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Understanding Service-Now procurement
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Understanding Service-Now roles and licensing
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Understanding the Service-Now setup
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Accessing the Service-Now application
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Microsoft Active Directory authentication
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Logging in to the Service-Now application portal or end user view
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Creating service requests from the Service-Now portal
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Understanding the Service-Now IT view
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Understanding Service-Now's self-service application
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Understanding Service-Now's service desk application
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Understand unique record identifier
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Using the incident management application
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Using the related lists of applications
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Using the problem management application
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Using the change management application
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Creating the change/problem task from the incident task
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2. Performing Core Configuration and Management Tasks
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2. Performing Core Configuration and Management Tasks
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Introduction
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Setting up basic configuration
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Understanding LDAP servers
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Understanding user administration
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Understanding group administration
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Using service-now plugins
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Configuring the Service-Now form
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Configuring UI policies on Service-Now forms
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Configuring UI actions on forms
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Understanding deployments or update sets
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Getting into CMDB
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Setting up an SLA/OLA/underpinning contract
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Setting up system rules
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Understanding the system dictionary
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Understanding the Service-Now tables schema
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Getting into system security
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3. Building Data-Driven Application
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3. Building Data-Driven Application
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Introduction
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Starting a new application
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Getting into new modules
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Getting into the client script
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Getting into the server-side script
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Understanding the team development plugin
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Understand web services
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Understanding development best practice
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4. Configuring Alerts and Notifications
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4. Configuring Alerts and Notifications
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Introduction
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Understanding the Service-Now system mailbox
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Creating a new e-mail notification
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Creating an e-mail template
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Creating an e-mail notification script
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Setting up an inbound e-mail action
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Inbound e-mail action - new
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Inbound e-mail action - forward
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Inbound e-mail action - reply
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E-mail Notification by event registry
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E-mail notification troubleshooting
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5. Building and Configuring Reports
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5. Building and Configuring Reports
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Introduction
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Viewing and running reports
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Creating new reports
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Scheduling reports
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Sending multiple reports in one e-mail
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Creating a table-specific report module
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Creating a dashboard
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Including the date in a report's e-mail notification
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Working with the report's header and footer template
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Working with the report sources
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Working with the report range
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Creating a database view
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6. Creating and Configuring Workflow Activities
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6. Creating and Configuring Workflow Activities
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Introduction
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Understanding the Service-Now workflow
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Attaching a workflow with the service catalog
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Attaching workflows with current/new modules
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Workflow troubleshooting
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Setting up an approval activity
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Working with condition activities
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Working with task activities
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Working with workflow utilities
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Setting up e-mail notifications from workflows
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How to configure a timer in workflows
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Understanding the approval engine
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7. Auditing and Diagnosing Service-Now
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7. Auditing and Diagnosing Service-Now
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Understanding auditing in Service-Now
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Working with auditing tables
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Understanding Service-Now upgrades
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Working with system logs
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System diagnostics
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Working with background scripts
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Working with Field Watcher
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Working with JavaScript logs

System diagnostics

Out of the box, Service-Now provides the system diagnostics module for troubleshooting, where you can debug business rules, SQL, security UI policy, data policy, and so on.

Getting ready

To step through this recipe, you should have an active Service-Now instance, valid credentials, and an admin role.

How to do it...

  1. Open any standard web browser and type the instance address.

  2. On the left-hand side, type Debug in the search box and Service-Now will search the System Diagnostics application for you, as shown here:

    System diagnostics module

  3. To understand the debug better, you can open an incident from, as given here, by going to the Incident application:

    New incident for troubleshooting

  4. Now go to Session Debug under System Diagnostics application and click on Enable All, as shown here:

    Debugging

  5. You will now be able to see text, as given here, where you can see that Service-Now ran a script by clicking on Enable All:

    Enable All output

  6. Now you need to open the incident form again and you...

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ServiceNow Cookbook
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