Book Image

ServiceNow Cookbook

By : Ashish Rudra Srivastava, Dustin Turner
Book Image

ServiceNow Cookbook

By: Ashish Rudra Srivastava, Dustin 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.

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Table of Contents (14 chapters)
ServiceNow Cookbook
ServiceNow Cookbook
Credits
Credits
About the Author
About the Author
About the Reviewer
About the Reviewer
www.PacktPub.com
www.PacktPub.com
Customer Feedback
Customer Feedback
Preface
Preface
Free Chapter
1
Getting Started with Service-Now
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
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
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
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
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
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
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

E-mail notification troubleshooting

In the Service-Now operational environment, a support team faces many issues related to e-mails. In this recipe, you will see how to troubleshoot them.

Getting ready

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

How to do it…

  1. If there is e-mail integration between mailboxes by Exchange Server, then often admins face looping issues of e-mail, which creates many support tickets just with replies.

    In such cases, you need to create a condition to not process these autoreply e-mails:

             
       if(email.from.indexOf("[email protected]") 
        >= 0 ||
           email.from.indexOf("[email protected] ") >=   
            0
               {
                event.state="stop_processing";
                }

  2. If your organization is using Service-Now for external communication purposes, then the instance e-mail address (that is, dev23216@service...

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