Book Image

Mastering ServiceNow - Second Edition

Book Image

Mastering ServiceNow - Second Edition

Overview of this book

ServiceNow is a SaaS application that provides workflow form-based applications. It is an ideal platform for creating enterprise-level applications giving requesters and fulfillers improved visibility and access to a process. ServiceNow-based applications often replace email by providing a better way to get work done. The book steps through the main aspects of the ServiceNow platform, from the ground up. It starts by exploring the core architecture of ServiceNow, including building the right data structure. To add business logic and control data, and interactivity to user interaction, you will be shown how to code on both server and the client. You will then learn more about the power of tasks, events and notifications. The book will then focus on using web services and other mechanisms to integrate ServiceNow with other systems. Furthermore, you will learn how to secure applications and data, and understand how ServiceNow performs logging and error reporting. You will then be shown how to package your applications and changes, so they can be installed elsewhere and ways to maintain them easily. If you wish to create an alternative simple interface, then explore ways to make ServiceNow beautiful using Service Portal. By the end of the book, you will know the fundamentals of the ServiceNow platform, helping you be a better ServiceNow System Administrator or developer.
Table of Contents (18 chapters)
Mastering ServiceNow Second Edition
About the Author
About the Reviewer

Delivering an e-mail

As you can see from the following list, there are a great many steps that the instance goes through to send an e-mail. Some may be skipped or delivered as a shortcut, depending on the situation, but an e-mail may not be sent if any one goes wrong!

  1. A record is updated: Most notifications are triggered when a task changes state or a comment is added. Use the debugging techniques discussed in Chapter 9Diagnosing ServiceNow – Knowing What Is Going On,  to determine what is changing.


    The next two steps may not be used if the notification does not use events.

  2. An event is fired: A business rule may fire an event. Look under System Policy > Events > Event Log to see whether it was fired.

  3. The event is processed: A scheduled job will process each event in turn. Look in the Event Log and ensure that all events have their state changed to Processed.

  4. An e-mail notification is processed: The event is associated with an e-mail notification or the e-mail notification uses the...