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.

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Table of Contents (21 chapters)
Learning ServiceNow
Learning ServiceNow
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
The Interface
The Interface
Frames
Filter text box
Favorites
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
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
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
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
Client-side APIs
GlideAjax
GlideForm (g_form)
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
Summary
12
Client-side Scripting
Client-side Scripting
Client Scripts
Security
Compatibility
Build for performance
UI scripts
Scripts files from the server
Summary
13
Debugging
Debugging
Logging
Client-side debugging
Server-side debugging
JavaScript debugger (Istanbul)
General Debugging
Summary
14
Pro Tips
Pro Tips
Admin Pro Tips
Scripting Pro Tips
What the pros wish they knew
Summary

Styling the CMS

While this book will focus primarily on current-generation technology, we would be remiss to completely leave out the CMS. The Service Portal is only available for post-Geneva ServiceNow instances. For Geneva instances and the versions prior, ServiceNow uses the Content Management System (CMS) for users without ITIL/fulfiller roles to submit tickets through the system. CMS will continue to be supported through Istanbul, but support may be discontinued in later versions.

The CMS and Service Portal are very similar, in that they are both meant to facilitate something of a "front-end" for business users to submit service requests, log Incidents, and get some basic information about their tickets. They differ though, in that the service portal is based on Angular (a library based on JavaScript, for building powerful web-apps), whereas the CMS is based on Jelly (a little-known multi-phase executable XML language, developed by Apache).

The Service Portal also provides a simple, easy...

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