Book Image

Learning ServiceNow

By : Sylvain Hauser
Book Image

Learning ServiceNow

By: Sylvain Hauser

Overview of this book

This book shows you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. We’ll demonstrate how to effectively implement various system configurations 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 alerts and notifications, security, reporting, and custom development. You will learn how to improve your business’ workflow, processes, and operational efficiency. By the end of this book, you will be able to successfully configure and manage ServiceNow within your organization.
Table of Contents (21 chapters)
Learning ServiceNow
Credits
About the Author
About the Reviewer
www.packtpub.com
Customer Feedback
Preface

Business rules


Business rules execute on the server, so the usual server-side APIs are available to any scripts that might need to be run. Also available in business rules, is the current and previous objects, though previous isn't available when the business rule runs asynchronously.

Business rules have an added level of granularity as to when they can be run. An administrator can choose to have a business rule run either before, or after a record or update has been saved to the database.

Let's say for example, that I'm looking at an incident ticket, and I change the State field to Closed. That record update is then sent on its' way to the database, but if we have a business rule with the When field set to before, then any scripts or changes to that record will be executed prior to the record being saved to the database. This is important to note, because it gives you another means by which to reject an update before it hits the database using the setAbortAction() method of the current object...