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

Workflows


Workflows in ServiceNow are flowchart-driven automation tools with a drag-and-drop interface. Workflows can be used to automate multi-step processes using various tools, including approvals, child-task generation, notifications, logical loops and scripting, if/then control flow, timers, and they can even wait for and react to user activity.

Versions of each workflow are stored in the Workflow Versions [wf_workflow_version] table. When a task matches the criteria set up for a workflow, that workflow will execute against that task, and perform activities on it. This relationship between one workflow version and one task, is called a context. Contexts are stored in the Workflow Context [wf_context] table.

This setup is necessary because you might have workflow version 1 as the published workflow version one day, and any tasks created on that day will be executed with that workflow. However, if you make changes to the workflow and re-publish it (thus creating a new version of the same...