7. Auditing and Diagnosing Service-Now | ServiceNow Cookbook

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ServiceNow Cookbook

By : Ashish Rudra Srivastava, Turner

3.7 (3)

ServiceNow Cookbook

3.7 (3)

By: Ashish Rudra Srivastava, Turner

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.

Preface

Preface

What this book covers

What you need for this book

Who this book is for

Sections

Conventions

Reader feedback

Customer support

Free Chapter

1. Getting Started with Service-Now

1. Getting Started with Service-Now

Introduction

Service-Now prerequisites

Service-Now and the ITIL framework

Understanding Service-Now procurement

Understanding Service-Now roles and licensing

Understanding the Service-Now setup

Accessing the Service-Now application

Microsoft Active Directory authentication

Logging in to the Service-Now application portal or end user view

Creating service requests from the Service-Now portal

Understanding the Service-Now IT view

Understanding Service-Now's self-service application

Understanding Service-Now's service desk application

Understand unique record identifier

Using the incident management application

Using the related lists of applications

Using the problem management application

Using the change management application

Creating the change/problem task from the incident task

2. Performing Core Configuration and Management Tasks

2. Performing Core Configuration and Management Tasks

Introduction

Setting up basic configuration

Understanding LDAP servers

Understanding user administration

Understanding group administration

Using service-now plugins

Configuring the Service-Now form

Configuring UI policies on Service-Now forms

Configuring UI actions on forms

Understanding deployments or update sets

Getting into CMDB

Setting up an SLA/OLA/underpinning contract

Setting up system rules

Understanding the system dictionary

Understanding the Service-Now tables schema

Getting into system security

3. Building Data-Driven Application

3. Building Data-Driven Application

Introduction

Starting a new application

Getting into new modules

Getting into the client script

Getting into the server-side script

Understanding the team development plugin

Understand web services

Understanding development best practice

4. Configuring Alerts and Notifications

4. Configuring Alerts and Notifications

Introduction

Understanding the Service-Now system mailbox

Creating a new e-mail notification

Creating an e-mail template

Creating an e-mail notification script

Setting up an inbound e-mail action

Inbound e-mail action - new

Inbound e-mail action - forward

Inbound e-mail action - reply

E-mail Notification by event registry

E-mail notification troubleshooting

5. Building and Configuring Reports

5. Building and Configuring Reports

Introduction

Viewing and running reports

Creating new reports

Scheduling reports

Sending multiple reports in one e-mail

Creating a table-specific report module

Creating a dashboard

Including the date in a report's e-mail notification

Working with the report's header and footer template

Working with the report sources

Working with the report range

Creating a database view

6. Creating and Configuring Workflow Activities

6. Creating and Configuring Workflow Activities

Introduction

Understanding the Service-Now workflow

Attaching a workflow with the service catalog

Attaching workflows with current/new modules

Workflow troubleshooting

Setting up an approval activity

Working with condition activities

Working with task activities

Working with workflow utilities

Setting up e-mail notifications from workflows

How to configure a timer in workflows

Understanding the approval engine

7. Auditing and Diagnosing Service-Now

7. Auditing and Diagnosing Service-Now

Understanding auditing in Service-Now

Working with auditing tables

Understanding Service-Now upgrades

Working with system logs

System diagnostics

Working with background scripts

Working with Field Watcher

Working with JavaScript logs

Working with background scripts

A background script is a place where you can test your server-side scripts, which is same as free text box. To access the background script, you should have a security_admin role with elevated privileges.

Getting ready

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

How to do it...

Open any standard web browser and type the instance address.
On the left-hand side, type background in the search box and Service-Now will search the module for you.
Click on the Scripts - Background module under System Definition application, as shown here:
Background script module
Now you will be able to see the following screen, where you can place your code and click on the Run script button:
Run script
Service-Now has an inbuilt gs.print() function, which is used to view the output of the script and it also write an entry in a log file, but the gs.log () functions in write an entry in the system log and log file...

Visually different images

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