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ServiceNow Admin Notes

The document outlines a two-day training agenda focused on ServiceNow application development, covering topics such as table and field creation, update sets, user roles, ACLs, and workflows. Key tools like App Engine Studio and Service Catalog management are introduced, along with detailed instructions for creating and managing update sets, notifications, and SLAs. The training emphasizes best practices for user and role management, as well as the importance of maintaining security through ACLs.

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13 views

ServiceNow Admin Notes

The document outlines a two-day training agenda focused on ServiceNow application development, covering topics such as table and field creation, update sets, user roles, ACLs, and workflows. Key tools like App Engine Studio and Service Catalog management are introduced, along with detailed instructions for creating and managing update sets, notifications, and SLAs. The training emphasizes best practices for user and role management, as well as the importance of maintaining security through ACLs.

Uploaded by

papoj26129
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Day 1

Table Creation

Field Creation

View Creations – List View, Form View

Creation of Form design, Relationships in forms


Tables –

Create tables under System Definitions

After table creation we cannot extend another table into this new table

Creation and Personalization of lists

Columns

Controls for table

Application access

Layouts to create new List Views and Form Views

Create Table relationships by going to Relationships app from System Definitions

Applies To and Queries from table fields are important for relationships

Related Lists

Schema – Tables & columns >> schema map >> shows all the relationships like referenced, referencing, extended
and extending tables.

Day 2

Update Set – https://docs.servicenow.com/en-US/bundle/sandiego-application-


development/page/build/system-update-sets/concept/system-update-sets.html

An update set is a group of configuration changes that can be moved from one instance to another. This
feature allows administrators to group a series of changes into a named set and then move them as a
unit to other systems for testing or deployment.
Update set movement should be to same version or higher it cannot be on lower version.

Below two tables are IMP **

sys_update_set is the backend table to store update sets

sys_update_xml is the table to store all the customizations from update set.
Records or core data is not captured , we can export and import in target

Create update sets from App Nav under System Update Sets

Check ServiceNow Instance Version from App Nav – Stats

While exporting the update set export it from source instance in xml format. And go to target instance
and under Update sets select Update sets to Commit.
After loading the update set first you have to Preview the Update set.

Update Sources is another way to move update sets.

Merge Update Sets

Backout update sets

Users – Users are individuals who have access to the systems.

Groups – Sets of users with a common purpose.

Roles – Roles allow access to features within your organizations instance.

https://docs.servicenow.com/en-US/bundle/sandiego-platform-
administration/page/administer/roles/concept/c_UserAdministration.html

sys_user

Roles – explore elevate role option while creating new role

Groups – Best practice to add a role to multiple users in bulk is by creating a group for those users and
add role to group

Skills

Subscriptions

ChangeMe@1

Task 1 – Check Active Row highlighting option under Personalize List options

ACL

Under System Security there is ACL

Also, there is a Check box in table under Controls tab

ACL roles will be created for each table as read, write and delete. Need to assign these roles to users in
order to access the new tables.

We can create a new ACL instead of creating from the Table Controls Tab. Go to ACL under System
Security and create new.
While creating new make sure you create one for Read with None options.

Dot walking

Caller_id.manager.city

Dot walking should be done upto 3 field levels only


UI Policy

TO make fields mandatory, Read only on conditions

Story 5 and 6 to complete


Import Set –
Transform Scripts will be covered in Development Training

Transform Maps

Clicking on Transform will trigger Business rules in background

If two conditions are there in coalesce then it will take it as AND condition and create new entry.

Coalesce

Workflows:
Flow:

App Engine Studio:

ServiceNow® App Engine Studio (AES) is a development tool for creators of varying skill levels
to build applications that meet the immediate needs of your organization.
App Engine Studio is a guided, low-code tool for developing rich web applications to store
information, automate business processes, and solve business problems.
AES requires an App Engine subscription or product packaged with one.
When building your application in App Engine Studio, you have instant access to additional tools
to add data, experiences, logic and automation, and security.

App Engine Studio Tools Description


UI Builder Edit portal and workspace experiences
Catalog Builder Create service catalog items
Mobile App Builder Build mobile experiences
Flow Designer Automate application processes
Table Builder Edit data models in a table format
Service Catalog
Under Self Service -> Manage Catalog and create a new Catalog

Create Catalogs then Categories and Then add items to those.

Variables are for Single Catalog

Variable Set can be used in multiple catalogs

While creating new Variable set we have two options Single row variable set and multiple row
variable set
Order Guide

Request multiple items


Explore two step verification in Order Guide
Explore the types of catalogs

SLA
Under SLM go to SLA Definitations

Table name is – Contract_SLA, Task_SLA

Start condition

Stop , Pause and Reset Conditions in SLA

Retroactive Start option and retroactive pause actions explore more–

SLA types and Targets

SLA Durations and Schedules

Notifications

Activate notifications -> got to System Properties>> Email Properties >> Outbound Email
Configuration>> Enable – Email sending enabled

Create Notifications

Go to System Notifications >> Email >> Notifications – Create new and edit existing

Under Notifications we have several options –

When to send
Who will receive

What it will contain

Find about allow digest

Check SLA Breakdown definition

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