Have you ever written code that is longer than a few lines and had it work the very first time? Has a script always worked perfectly? The answer probably is no. Things don't always go according to plan during a complex implementation. Functionality doesn't quite work as you-or someone else-expects. Therefore, the tools and techniques needed to investigate the issue, come up with a diagnosis, and hopefully find a solution are a critical part of any administrator's toolkit.
ServiceNow provides a wide variety of ways to understand what is happening in the system. This chapter covers many of the ways through which the instance can tell you what's going on:
Session logs give you insight into what decisions are being made by the instance
The typical system log is where the system records messages while it processes
The database records its activity in the SQL log, giving you insight into slow queries
Every request is stored in the Transaction...