Book Image

Learning ServiceNow - Second Edition

By : Tim Woodruff
5 (1)
Book Image

Learning ServiceNow - Second Edition

5 (1)
By: Tim Woodruff

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.

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Table of Contents (19 chapters)
Learning ServiceNow Second Edition
Learning ServiceNow Second Edition
Contributors
Contributors
Preface
Preface
Free Chapter
1
The Interface
The Interface
Versions
Frames
Important application menus and modules
Content frame
UI settings and personalization
Summary
2
Lists and Forms
Lists and Forms
List v2 versus List v3
Lists and tables
Forms
Summary
3
UI Customization
UI Customization
UI15 versus UI16
Branding your instance
Custom themes
UI-impacting system properties
Configuring service portal UI
Creating a custom homepage
Styling pages and widgets
Setting up the War Room page
Styling the CMS
Summary
4
Understanding Data and Relationships
Understanding Data and Relationships
One-to-many relationships in ServiceNow
Many-to-many relationships in ServiceNow
Enforcing one-to-one relationships
Defining custom relationships
Database table inheritance
Summary
5
Tasks and Workflows
Tasks and Workflows
Important task fields
Journals and the activity formatter
Extending the task table
Workflows
SLAs
Approvals
Assignment
Creating Task fields
Summary
6
UI and Data Policies
UI and Data Policies
UI policies
Reverse if false
Scripting in UI policies
UI Policy Order
Data policies
Converting between data and UI policies
Data policies versus ACLs
Summary
7
User Administration and Security
User Administration and Security
What is a user?
Groups and roles
Emails and notifications
User preferences
ACLs – security rules
Summary
8
Introduction to Scripting
Introduction to Scripting
To script, or not to script?
Client-side versus server-side APIs
Where scripting is supported
Integrated development environment
Summary
9
The Server-Side Glide API
The Server-Side Glide API
The structure of an API class
Server-side APIs
GlideRecord
GlideElement
GlideDateTime
GlideSession
GlideSystem
GlideUser
Summary
10
The Client-Side Glide API
The Client-Side Glide API
Client-side APIs
GlideAjax
GlideForm (g_form)
GlideUser (g_user)
GlideRecord
Summary
11
Server-Side Scripting
Server-Side Scripting
Dot-walking and GlideElement
Script includes
Business rules
Default versus calculated field values
Summary
12
Client-Side Scripting
Client-Side Scripting
Client scripts
Security
Compatibility
Build for performance
UI scripts
Scripts from the server
Summary
13
Service Portal Scripting
Service Portal Scripting
Setting up appointments
URLs in the service portal
Creating the meeting widget
Aesthetic changes
Option schema
Troubleshooting widgets
Summary
14
Debugging
Debugging
Logging
Client-side debugging
Server-side debugging
JavaScript debugger
General debugging
Summary
15
Pro Tips
Pro Tips
Admin pro tips
Scripting pro tips
What the pros wish they knew
Summary
Index
Index

URLs in the service portal

Many widgets dynamically pull information from the portal URL. There is a generalized standard for URI parameter names, though you can change some of them depending on your needs. However, you cannot change the parameters that OOB (Out of the box / system default) widgets use without creating custom variations of those widgets.

The most common parameters used in service portal URIs are:

  • id: The ID of the portal page

  • table: The table related to what's being displayed. For example, the form page accepts a sys_id and table, which translates to a specific record.

  • sys_id: The sys_id of a specific record.

  • view: Which view (such as a form view) to display

Example: https://<instance>.service-now.com/sp? id =form& table =incident& sys_id =<sys_id>& view =sp

This link points to the portal with the URL suffix sp. Within that service portal it points to the form page, and loads a record on the incident table with the specified sys_id, and the service...

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