Book Image

Learning ServiceNow. - Second Edition

5 (1)
Book Image

Learning ServiceNow. - Second Edition

5 (1)

Overview of this book

This 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.
Table of Contents (19 chapters)
Learning ServiceNow Second Edition
Contributors
Preface
Index

Defining custom relationships


Adding a reference field on table A that points to table B, creates a relationship that ServiceNow can understand. This allows you to add a related list on records in table B, that displays the records from table A that are linked to it.

Creating a M2M table from the sys_m2m relationship definition table also creates a relationship that ServiceNow can understand. Because of this, you can add a related list on either of the two tables linked by the relationship, to show related records from the other table.

If you want to define a more complex relationship, however, ServiceNow allows you to do that as well! Let's explore an example of defining a custom relationship for tickets generated from Catalog Items.

Service Catalog requests have a sort of task-hierarchy. The Request [sc_request] record is the parent of one of more Requested Items [sc_req_item] (commonly called RITMs), which may be the parent of one or more Catalog Tasks [sc_task], not to be confused with...