1) What is Service Now?
Service now is a cloud based
ITSM tool. Which is used to automate your business process and provides a best
service to customer all aspects of IT Services can potentially live in the
Service Now ecosystem of modules, This allows for broad control of how to best
allocate resources and design the process flow of those services.
2) Base or Parent
Tables -- Child Tables
1. Task table (task) Incident,
Problem, Change
2. Configuration item (cmdb_ci)
Computer (ci_computer), Server (ci_server)
3. Users (sys_user)
4. Groups (sys_user_group)
3) Types of change
Normal change
Its normal change generally
when developer want to make some changes, need CAB approval
Standard Change (Frequently)
Not required any CAB approval
before make a change, its pre-approved cause of frequently doing the same kind
of change
Emergency Change
When customer raise emergency
request then respective developer needs to be implementing the changes
immediately (with CAB Approval)
4) Tell me your
experience with Service-Now?
Earlier my client was using BMC
remedy tool; then they have decided migrate to Service-Now, so they have given
training me on Service-Now. Initially my career was starts with just
administration part but later I got a chance to working with other areas like in
5). Could you please tell me what all you have done in Service-Now?
I am involved in all kind of
activities from basic administration to advanced scripting and customization. I
have contributed my work in Incident, Problem, Change, SRM, Service Catalog and
Asset and Configuration Management, Knowledge management, Discovery,
Performance analytics areas. Recently I have started working on service Portal.
6) What is
Incident?
Something is broken into your
application or un expected interruption in your business application is called
incident
7) What is
Problem?
When incidents are occurring
similar kind of issues from multiple peoples or same category we can consider
as problem ticket.
Based on ticket trend analysis
we can able to create problem ticket Then we can correct order for that so we
can find root cause analysis need to be fixed the issue permanently.
8. Tell me about
your work in incident management?
I have implemented lots of the
changes of the forms using for layout and form design, created different kind
of fields like reference field, choice field, string field, Data and Time,
Calculated fields. Also I have worked on server side scripting like
business rules and client side scripts like client scripts and applied UI
policy, Data Policy, applying ACL rules to restrict users.
I have also designed the email
templates for email notifications, and also triggering the notifications when
the conditions are matched.
9) What do know
about problem management in service-now?
Repetitive incidents will be
logged as a problem ticket; technically I have done the same stuff which I have
done for the incident management like business rules, client scripts, ui
actions, ui policies, notifications.
10. Please share
your experience on change management?
I have
modified the workflow of change management table so that it can move for cab
approvals as per the requirement, also I have created new workflows for
emergency change request.
11. What is a
business rule?
Business rule is a server-side
script that runs when a record is displayed, inserted, deleted, or when
a table is queried. Use business rules to automatically change values in
form fields when the specified conditions are met.
Business rule are excuting from
server side scripting that executes whenever a record is inserted, updated,
deleted, displayed or queried. The key thing to keep in mind while creating
a business rule is that when and on what action it has to execute. We have
different operation like
12. Types of
business rules?
Before
After the user submits the form
but before going to perform any action is taken on the record in the database
After
After the user submits the form
and ofter any action is taken on the record in the database
Async
When the scheduler runs the
scheduled job is created from the business rule. The system creates a scheduled
job from the business rule after user submits the forms and after any action is
taken on the record in the database
Display Business Rule
Before the form is presented to
the user, just after the data is read from the database
13) When business rules run?
Business rules run based on two
sets of criteria:
The time that the business rule
is configured to run relative to a record being modified or accessed.
The database operation that the
system takes on the record.
14) What is
display business rule?
Display
business-rules:
Display business rules are
processed when a user requests a record form.
The data is read from the
database, display rules are executed, and the form is presented to the user.
1.
The current object is available and represents the record retrieved from the
database.
2.
Any field changes are temporary since they are not yet submitted to the
database. To the client,
3.
The form values appear to be the values from the database; there is no
indication that the values were modified from a display rule. This is a similar
concept to calculated fields.
4.
The primary objective of display rules is to use a shared scratchpad object, g_scratchpad,
which is also sent to the client as part of the form.
5.
This can be useful when you need to build client scripts that require server
data that is not typically part of the record being displayed.
6. In most cases, this would
require a client script making a call back to the server.
To populate
the form scratchpad with data from a display rule:
// From display business rule
g_scratchpad.someName =
"someValue";
g_scratchpad.anotherName =
"anotherValue";
// If you want the client to
have access to record fields not being displayed on the form
g_scratchpad.created_by =
current.sys_created_by;
// These are simple examples,
in most cases you'll probably perform some other
// queries to test or get data
To access the
form scratchpad data from a client script:
// From client
script
if(g_scratchpad.someName
== "someValue") {
//do something
special
}
15) Abort a
database action in a before business-rule?
In a before business rule
script, you can cancel or abort the current database action.
In a before business-rule
script, you can cancel or abort the current database action using the current.setAbortAction
= true method. For example, if the before business rule is executed during
an insert action, and you have a condition in the script that calls current.setAbortAction(true),
the new record stored in current is not created in the database.
16) How to lock
user accounts using by business rule script?
We can lock user accounts if
the user is not active.
The following business rule
script locks user accounts if the user is not active in the LDAP directory or
the user does not have Self-service, ITIL, or Admin access to the instance.
Script
// Lock accounts if
bcNetIDStatus != active in LDAP and user does not
// have self-service, itil or
admin role
var rls =
current.accumulated_roles.toString();
if(current.u_bcnetidstatus ==
'active' && (rls.indexOf(',itil,') > 0 ||
rls.indexOf(',admin,') > 0
||
rls.indexOf(',ess,') > 0 ))
{
current.locked_out = false; }
else {
current.locked_out = true; }
var gr = new
GlideRecord("sys_user");
gr.query();
while(gr.next()) {
gr.update();
gs.print("updating "
+ gr.getDisplayValue());
}
17) Before query business rules example?
We can use a query business
rule that will be executes before a database query is made.
Use this query business rule to
prevent users from accessing certain records. Consider the following example
from a default business rule that limits access to incident records.
Name : incident query
Table : Incident
When : before, query
Script
if(!gs.hasRole("itil")
&& gs.isInteractive()) {
var u = gs.getUserID();
var qc = current.addQuery("caller_id",u).addOrCondition("opened_by",u).addOrCondition("watch_list","CONTAINS",u);
gs.print("query restricted
to user: " + u); }
18) This sample
business rule restricts the writing of the name field in the
sys_dictionary file
when the entry exists:
// the element name cannot be
written unless this is a new record (not yet in database)
function
sys_dictionary_nameCanWrite() {
if (current.isNewRecord())
return;
else {
return false; } }
19) Difference between Business rule and script include?
A. Business Rule is
something you want to run when anything will happen before/after database
update/insert for that record, definitely there are other options as well (like
display and query business rule) etc.
B. Script Include is like re-usable function, in simple
example if you want to calculate the date different between two date fields
from incident form or change form then you can have 1 script include and can
have a Glide Ajax to call from client scripting to re-use them for both
the places.
20) How to
converting global business rules to script includes
Global business rules are from
earlier versions of Service Now,
Before Script Includes.
Developers are now supposed to use Script Includes instead of global business
rules. Why is this?
Performance
Global business rules are
evaluated for every server interaction. Every insert, update, delete, or
query of a record. They are “global”. Script Includes are different.
They are loaded on-demand and cached.
How to switch
to Script Includes
If you have a number of global
business rules you created on a previous version of Service Now, you can switch
them to Script Includes.
Here is an example GBR I used
in for GRC report that found all Controls not linked to Authoritative Source
Content. The report isn‟t that important here, just how to convert that GBR to
a Script Include.
New Script
Includes
You‟re new Script Include. Just
copy the GBR script you are using into the Script Include. You can convert to a
more object-oriented format if you want, but that is a bonus with accompanied
risk of a coding mistake. The most efficient solution is just to copy the
script.
21) How to deactivate Global Business Rule
Your Existing
GBR. Either delete or deactivate. I choose to delete so that my past mistakes
are gone forever.
Business Rule
Name: getControlsNotLinkedtoASC
Table: Global [global]
Active: false
Script:
getControlsNotLinkedtoASC();
function
getControlsNotLinkedtoASC() {
var controlList = new Array();
var grControl = new
GlideRecord('grc_control');
grControl.query();
while (grControl.next()) {
var grControlAuthSource = new
GlideRecord('m2m_control_auth_src_content');
grControlAuthSource.addQuery('control_name',
grControl.sys_id);
grControlAuthSource.query();
if
(!grControlAuthSource.hasNext()) {
controlList.push(grControl.control_id.toString());
}
}
return controlList;
}
22) What is a
client script?
Client Script which runs on
browser side or client side. This can be triggered on load, on change, on
submit, on cell edit.
OnLoad(): will run while loading a page,
OnChange(): will run while changing the cursor from the specified
field,
On Submit(): when a form is submitted. This type allows you to cancel the
submission, if necessary.
OnCellEdit():
Runs when a cell on
a list changes value.
Examples
onLoad()
Scripts
An onLoad()
script can runs when a form is first drawn and before control is given to the
user to begin typing. Typically, you use an onLoad() script to perform some
client side manipulation of the document on screen.
An onLoad()
script must contain a function named onLoad(). Otherwise, it is entirely up to
you what your script does after it gets to the client.
For example,
here is a trivial onLoad() script that displays a message box that says
"Loading ..." while the page loads.
function
onLoad() { alert ('Loading ...'); }
onSubmit()
Scripts
An onSubmit()
script runs when a form is submitted. Typically, you use an onSubmit() script
to validate things on the form and ensure that the submission makes sense. As
such,
onSubmit()
scripts can potentially cancel a submission by returning false.
An onSubmit()
script must contain a function named onSubmit().
For example,
here is an onSubmit() script that prompts the user to confirm that a priority
one ticket should really be submitted. If the user clicks Cancel in the
confirmation dialog box, the submission is canceled.
Example
function
onSubmit()
{
var priority =
g_form.getValue('priority');
if (priority
&& priority == 1)
return
confirm('Are you sure you want to submit a priority one ticket? The CIO will be
notified!');
}
onChange()
Scripts
A.Unlike
onLoad() and onSubmit() scripts, onChange() scripts apply to a particular
widget on a form rather than to the form itself. They are fired when a
particular value changes on-screen.
An onChange()
script must contain a function named onChange().
All onChange()
scripts are called with several parameters:
Example
For example,
here is an onChange() script that notifies the user whenever the short
description field on a form changes.
function
onChange (control , oldValue , newValue , isLoading ) {
alert('you
changed short description from ' + oldValue + ' to ' + newValue); }
To prevent an
onChange() script from running when the form loads, add the following to the
top of the script.
if(isLoading)
{ return; }
onCellEdit()
Scripts
Scripts can be
defined as onCellEdit() to run on the client side when the list editor
interacts with a cell.
Note:
onCellEdit() scripts do not apply to list widgets on homepages or dashboards.
An
onCellEdit() script must contain a function named onCellEdit().
An
onCellEdit() script takes the following parameters:
Example:
function onCellEdit(sysIDs,
table, oldValues, newValue, callback)
{
var
hasDifferentValues = false;
for(var i = 0;
i < oldValues.length; i++)
{
var oldValue =
oldValues [i];
if (oldValue
!= newValue)
{
hasDifferentValues
= true;
break; } }
var success =
hasDifferentValues && performSomeFurtherValidation(sysIDs, table,
oldValues, newValue);
callback(success); }
23) What are the
variable supporting to client scripts?
The following API is supported
via g_form:
g_form.setDisplay(name,
display)
g_form.setVisible(name,
visibility)
g_form.setMandatory(name,
mandatory)
g_form.setValue(name, value,
display_value)
g_form.getValue(name)
g_form.setReadOnly(fieldName,
boolean)
24) How do I call
a business rule from a client script?
To call a business rule from a
client script, use GlideAjax
25) How to call
business rule from client script through coding?
The Glide Ajax class enables a
client script to call server-side code in a script include.
To use GlideAjax in a client
script, follow these general steps.
Create a GlideAjax instance by
calling the GlideAjax constructor. As the argument to the constructor, specify
the name of the script include class that contains the method you want to call.
Call the addParam method with
the sysparm_name parameter and the name of the script-include method you want
to call.
(Optional) Call the addParam
method one or more times to provide the script-include code with other
parameters it needs.
26) How can we
execute server side code in client script?
Execute the server-side code by
calling getXML ().
27) What is difference between getXML and getXMLWait?
getXML()
It is the preferred method for
executing the code, because it is asynchronous and does not hold up the
execution of other client code. Another method,
getXMLWait(),
It is also available but is not
recommended. Using getXMLWait () ensures the order of execution, but can cause
the application to seem unresponsive, significantly degrading the user
experience of any application that uses it. getXMLWait () is not available to
scoped applications.
28) Call glide
Ajax into Client script with Example
var ga =
new GlideAjax('HelloWorld'); // HelloWorld is the script include class
ga.addParam('sysparm_name','helloWorld'); // helloWorld is the script include method
ga.addParam('sysparm_user_name',"Bob"); // Set parameter sysparm_user_name to 'Bob'
ga.getXML(HelloWorldParse);
/* Call
HelloWorld.helloWorld() with the parameter sysparm_user_name set to 'Bob'
and use the
callback function HelloWorldParse() to return the result when ready */
// the callback
function for returning the result from the server-side code
function HelloWorldParse(response) {
var answer = response.responseXML.documentElement.getAttribute("answer");
alert(answer);
}
29) Catalog Client
Script Examples and Scenarios
Example: 1
Get the value of a variable
Use the following syntax to
obtain the value of a catalog variable. Note that the variable must have a
name. Replace variable_name with the name of the variable.
g_form.getValue('variable_name');
Example: 2
Restrict the
number of characters a user can type in a variable
This is an
example of a script that runs when the variable is displayed, rather than when
the item is ordered.
functiononLoad()
{var sd =
g_form.getControl('short_description');
sd.maxLength=80;
}
Example: 3
Color Code
Approval Buttons
I use this one
often. Color code the approval buttons so that they are easier to notice.It is
tempting to use this for many color changes in Service Now. How use Field
Styles instead as much as possible.
Client Script:
Approval Button Color
When: onLoad
Script:
function
onLoad() {
var
approveButton = document.getElementById('approve');
var
rejectButton = document.getElementById('reject');
if
(approveButton) {
approveButton.style.background='green';
approveButton.style.color='white';
}
if
(rejectButton) {
rejectButton.style.background='red';
rejectButton.style.color='white';
}
}
Example: 4
Pop an alert
to the screen if a value is true
Client Script:
Awesome Check
Type: onChange
Field:
u_awesome_check
Script:
function
onChange(control, oldValue, newValue, isLoading) {
if (isLoading
|| newValue == '') {
return;
}
if (newValue
== 'mike_awesome') {
alert('Yes
this is true');
}
}
Example: 5
CALLBACK
FUNCTION
Callback functions are make JavaScript far more flexible than it would be
otherwise.
Typical functions work by
taking arguments as input and returning a result. Functions take an input and
return an output. JavaScript callback functions are different. Instead of
waiting for a function to return that result, you can use a callback to do this
asynchronously. This not only helps with performance, it strongly encouraged to
use callback functions and asynchronous programming.
Client Script: Set VIP
When: onChange
Field: caller_id
function onChange(control,
oldValue, newValue, isLoading) {
var caller = g_form.getReference('caller_id');
if (caller.vip == 'true')
alert('Caller is a VIP!');
}
Example: 6 with a callback (recommended)
Client Script: Set VIP
When: onChange
Field:
caller_id
function
onChange(control, oldValue, newValue, isLoading) {
var caller =
g_form.getReference('caller_id', doAlert); // doAlert is our callback function
}
function
doAlert(caller) { //reference is passed into callback as first arguments
if (caller.vip
== 'true')
alert('Caller
is a VIP!');
}
Example: 7 with a callback (recommended)
Client Script:
Set VIP
When: onChange
Field:
caller_id
function
onChange(control, oldValue, newValue, isLoading) {
var caller =
g_form.getReference('caller_id', doAlert); // doAlert is our callback function }
function
doAlert(caller) { //reference is passed into callback as first arguments
if (caller.vip
== 'true')
alert('Caller
is a VIP!'); }
Example 8:
remove option from choice list
This is an
easy client script. Remove a value from a choice list if something is set.
Client Script:
Category Inquiry Remove Impact 1
When: onChange
Field:
Category
Script:
function
onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading
|| newValue == '') {return;}
if (newValue
== 'inquiry') {
g_form.removeOption('impact', '1'); } }
30) What is UI
Scripts
UI scripts provide a way to
package client-side JavaScript into a reusable form, similar to how script
includes store server-side JavaScript. Administrators can create UI scripts and
run them from client scripts and other client-side script objects and from HTML
code.
Note: UI scripts are not
supported for mobile.
31) What is a
record producer?
A record producer is a type of
a catalog item that allows users to create task-based records from the service
catalog. For example you can create a change record or problem record
using record producer. Record
producers provide an alternative way to create records through service catalog.
32) Can we create
record producers from tables?
Yes
33) How to
redirect after Submitting a Record Producer
To redirect an end user to a
particular page after the record producer is submitted, define the redirect
link in the Script field using any of the following:
producer.url_redirect: Enables
the redirect behavior within the Platform UI.
producer.portal_redirect:
Enables the redirect behavior within Service Portal.
For example, the following code redirects users to their homepage
after the record producer is submitted:
Within the Platform UI:
producer.url_redirect="home.do";
Within Service Portal: producer.portal_redirect = "? id=sc_home"
The following
code gives the id of the record producer:
RP.getParameterValue('sysparam_id')
34) What is
dictionary override?
Dictionary Overrides provides
the capability to override several properties of a field in extended table. For
example change table is extended from task table. There is a field named status
in task table and set as read-only. When we use this field in change form it
will show be a read only. We can set this to non-read only by using the
dictionary override. Similarly there are other properties that can be set for
the fields in extended table.
35) What do you
mean by coalesce?
Coalesce is a property of a field
that we use in transform map field mapping. When we set the coalesce as true
for a field mapping it signifies that this field will work as unique key. If a
field match is found with the coalesce field, then existing record will be
updated with the imported information in target table else a new record will be
inserted into the target table.
36) What are UI
actions?
UI actions are helpful to
create buttons and links on form as well as list. These ui actions script will
run only when we click on that ui action.
37) What kind of
script can we write in UI action?
We can write both client side
and server side script in UI action. To write Client side script we need to
check the property box against client field. It asks for “on click” function.
We need to start the script with function which we have mentioned in on click
field.
For server side scripting we
can directly write the script.
38) What are UI policies?
UI policies are alternative to
client scripts. It can be used to set a field as mandatory, read-only and
visible on a form. You can also use UI policy for dynamically changing a field
on a form.
39) Can we do
scripting in UI policies?
Yes we can, when we tick the
advanced check box, it displays script field. There we can write client script
like g_form.setMandatory, g_form.setVisble, g_form.setreadonly.
40) What is a data
policy?
Data policy checks the
mandatory and read-only of a field whenever a record is inserted or updated
through a web-service or import set. For example: If a mandatory field in the
incoming record (from import set or web-service) is empty then the data policy will
not allow to insert that record into the table.
41) What is
difference between UI policy and data policy?
UI policy acts when a record is
inserted or updated through a servicenow UI i.e. servicenow forms while data
policy acts whenever a record is inserted or updated into database through any
means.
42)What is Schema
map?
The schema map displays the
details of tables and their relationships in a visual manner, allowing
administrators to view and easily access different parts of the database
schema.
43) What is your
experience in Notifications?
I have written email templates,
and used in notifications. Also I have created 2 kinds of notifications 1)
sending the notifications when a record inserted or updated 2) sending an email
when an event is triggered.
44) Please tell me
the process of triggering event based notifications?
To create an
event we need to create a record in event registry. That event can be used in
notification, we need to select the notification as “when event triggers” and
use the event in business rule with the function “gs.eventqueue”.
45) What is a
dictionary?
It is a table which maintains
the information of all the tables and fields.
46) Did you work
on SRM? (Service request management)
Yes, I have worked on Service
Catalog. (Note: SRM = Service catalog in ServiceNow)
47) Could you
please tell me your experience in SRM?
I have created catalog items
with variables and variable sets. I have used workflows
And execution plans to design
the workflow of a catalog item.
48) What is a
workflow?
A workflow diagrammatic
approach to design the process of a catalog item.
49) Could you
please briefly explain about how to design the workflow?
Go to the workflow editor,
these you can find an IDE. Click on the new to create a new workflow. After
finishing the design by using different activities then publish the workflow.
50) What is an
execution plan?
It is an alternative to the
workflow to design the process of a catalog item. It can be done by using ui
customizations.
51) How to choose
between a workflow and execution plan?
Depends on the complexity of
the design we need to choose. If the design is really complex then we can go
for workflows.
52) How to create tables in Service Now?
Go to “tables and columns”,
there you can create application, modules and respective tables
53) What kind of
roles typically we have in service-now?
Ess (self-service), ITIL,
admin.
54) Do we have any
cheat codes to open tables and forms for which we don’t have access?
table_name.do and
table_name.list
55) How can we
restrict the users seeing the application and modules?
We can give roles to access a
specific applications and module.
56) What are
access control lists?
An ACL is access control list
that defines what data a user can access and how they can access it in service
now.
57) How many types
of access controls do we have?
Record, UI Page, Processor and
client callable script include.
58) Can we have a
template without a form for a table? (OR)
Do you have any
idea on Record Producer?
Yes we can create a record
Producer.
59) What is a
Record Producer?
A record producer is a type of
a catalog item that allows users to create task-based records from the service
catalog. For example you can create a change record or problem record using
record producer. Record producers provide an alternative way to create records
through service catalog.
60) What is the difference between Record Producer and catalog item?
Catalog items are for SRM and
create a ticket in request table which has request items and tasks, whereas
record producer is a template to insert a record in any required table.
61) How can we
write a transform map?
We can develop them in 2 ways –
1. Direct field mapping
2. Scripting
We need to select the target
table and transform them by using these 2 methods.
62) Have you done
any integration with Servicenow?
Yes, I have done email
integration and REST Integration
63) Could you
please explain about email integration?
We use inbound action to create
email integration. We have given a specified format to “Orion” system. As soon
as some alert comes in Orion system, it generates an email to ServiceNow in a
specified format. By using an inbound action scripting we have created an
incident ticket.
64) What kind of
email the inbound action accepts?
It accepts New, Forward, Reply
emails.
65) What kind of
basic administration work you have done?
I have done like adding users
to groups, assigning Roles to users and groups.
66) How many
instances your current project has?
We have 3 instances 1) Dev 2)
Test 3) Production
67) How do you
migrate the customization and code into different instances?
We use update sets.
68) Could you please tell me about update sets?
Update set is the group of
customization which is used to capture all change in your instance. And move
the changes to one to other instance
Go to the local update sets,
create an update set and do the changes once changes are done, put the update
sets in complete state.
For example if we made some
configuration changes in our development environment and want same changes in
our test environment then we can capture all the changes in an update set and
can move this update set to the test environment instead of doing changes
manually in test environment
69) How do you
migrate update sets?
We need to go to Target
instance and create an update source; we need to give credentials of the source
instance. It will pull all the completed update sets of source instance to
target instance and we need to commit them in target instance.
70) Did you work
on Sla’s?
Yes, I have created SLA‟s as
per the client requirement.
71) Could you
please tell me the procedure for creating an SLA?
We go to Sla tables and select the
table on which SLA need to be established and give start, stop, pause
conditions to it.
72) What is the
difference between SLA and OLA?
SLA is the agreement between
Vendor and Client whereas OLA is the agreement within the organization.
73) Did you work
in the knowledge management?
Yes, I have good knowledge in
Knowledge management
74) What all you have done in knowledge management?
I have created knowledge
articles, and make them available to specific rolled users.
75) What do we
need to do to make a knowledge article available to all the users?
We need to assign public role
to the knowledge article.
76) What kind of
knowledge articles we can create in Service Now?
We can create attachment links,
attachments, HTML pages etc.
77) How can we
search a knowledge article?
We can use “Meta tags” for it.
Whatever we give in the Meta tags, they can be the searchable elements for the
knowledge article.
78) Could you
please tell me the areas we can search for knowledge articles?
We have a module self-service
application, and also we can search on any field which has a knowledge icon
against it. For example short description in incident management.
79) What are the
classes in CMDB?
Classes are tables for storing
dedicated type os devices like servers, computers databases, data base
instances.
80) What is a
table extension?
We can extend any new table
with one existing table. This brings all the existing table fields into the new
table.
81) Could you name
some extended tables?
Incident, Problem, Change are
extended from Task table.
CMDB classes are extended from
CMDB_CI table.
82) How does the ServiceNow Charges the Licenses?
On rolled users basis.
83) Do you have
any idea on content management system?
Yes, I have worked on it.
84) What all you
have done in CMS?
I have created new site through
which ESS users can be redirected to the portal page when they login. As part
of it I have created some pages using different blocks like iframes and dynamic
blocks.
85) How can you
redirect the users to portal page when they login?
We should use Login rules in
content management system.
86) Do you
recommend Service-Now over other tools? Why?
Yes, I recommend because of its
flexibility to implement the applications also we can use JavaScript, JQuery,
and HTML like more flexible web technologies.
87) Please tell me
about Glide record?
It is java class which is used
in scripting to bring the object of the particular table by which it is being
used into a variable.
88) Did you work
on LDAP integration?
No, That was done by a
different team.
89) Do you have an
idea on LDAP?
Yes, I have fixed couple of
issue on LDAP. I know that LDAP will be used to import the users list from
active directory to Users table in ServiceNow.
90) Did you work on Discovery?
No I didn‟t get a chance to
work on Discovery.‟
91) Any idea what
is discovery?
Yes, it is used to import different
configuration items into different classes of CMDB.
92) What is
scorecard?
Scorecard can be used to
measure the performance of an employee or a business process. It is a graphical
representation of progress over time. A scorecard belongs to an indicator. The
first step is to define the indicators that you want to measure. Scorecards can
be enhanced by adding targets, breakdowns (scores per group), aggregates
(counts, sums, and maximums), and time series (totals and averages).
93)What do you
mean by indicators in performance analytics in servicenow
Indicators, also known as
metrics, business metrics, or KPIs, are statistics that businesses track to
measure current conditions and to forecast business trends.
94) How to set the
default value of a date field to current datetime value?
Goto the dictionary of the
respective date-time field and set the default value as :
javascript:gs.nowDateTime();
95) What is client
transaction timing?
Client transaction timing
provides more information on the duration of transactions between the client
and the server.This require to activate the plugin - "Client transaction
timing plugin".
96) What a set Workflow () function does?
setWorkflow(e) enables or disables the running of business rules that
might normally be triggered by subsequent actions. If the e parameter is set to
false, an insert/update will not be audited. Auditing only happens when the
parameter is set to true for a GlideRecord operation.
Parameters: e
- Boolean variable that if true (default) enables business rules, and if false
to disables them.
97) What the
setForceUpdate() function does?
setForceUpdate() updates the record even if there is no changes on the
record.
98) What is the significance
of setLimit(n) function.
setLimit(n) functions limits the number of records to query by Gliderecord().
100) How to get
the row count in a gliderecord?
By using the getRowCount() function
you can retrieve the number of rows. System pro
101) What is the
difference between deleteMultiple() and deleteRecord()?
deleteMultiple() deletes multiple records according to the current
"where" clause. Does not delete attachments, whereas deleteRecord() deletes
single record.
102) What is
Encoded query?
An encoded query string
represents a complex filter on a list of records. Use encoded query strings to
include a filter as part of a URL parameter, such as the sysparm_query URL parameter, or as a reference qualifier to
restrict the data that is selectable for a reference field.
You can create encoded query strings manually or copy
them from list filters.
103) Can we call BR
(business rule) from CS (client script)?
Yes we can call BR from CS. Any
GlideRecord query should be on the Server Side (Business Rule). You should
instead write a Glide AJAX call in this scenario where you need to pass server
side data to the client.
104) Can you update a record without updating its system fields
(like sys_updated_by, sys_updated_on)?
Yes, you can do it by using a
function autoSysFields() in your server side scripting. Whenever you are
updating a record set the autoSysFields() to false.
example:
var gr = new
GlideRecord('incident');
gr.query();
if(gr.next()){
gr.autoSysFields(false);
gr. short_description =
"Test from Examsmyntra" ;
gr.update(); }
105) How to
restrict users to upload an attachment in ServiceNow?
Following is the step wise step
process:
1. Navigate to System
Properties > Security.
2. In the Attachment limits and
behavior section, locate the List of roles (comma-separated) that can create
attachments: property (glide.attachment.role).
3. Enter one or more roles
separated by commas.
4. Only roles listed in this
property are able to upload attachments to a record. If no roles are entered,
then all roles can upload attachments to ServiceNow forms.
5. Click Save.
106) What is the
difference between ${URI} and ${URI_REF}?
${URI} shows the word LINK
${URI_REF} shows the display
value of the record as the link text.
107) How to stop running background script?
Open 'All Active Transactions'
under 'User Administration' and you can kill the running transactions.
108) Which object
is used to refer the current logged in user in client script?
You can use the object g_user
object to get the details of current active user
109) State the
best practices of client scripts?
Few of the best practices to
use client Scripts :
Enclose Code in Functions.
Aviod DOM manipulation, use
g_form object.
Avoid global client scripting,
etc.
110) How will you
hide/show a field using client script?
You can use the
g_form.setVisible(„fieldname‟, „value‟); method to show/hide a field using
client script.
111) What do you
mean by Metrics in ServiceNow?
Metrics record and measure the
workflow of individual records. With metrics, customers can arm their process
by providing tangible figures to measure, for example, how long it takes before
a ticket is reassigned or changes state.
112) Define
Service Now.
Service Now is an IT management
tool that allows organizations to manage all aspects of their IT infrastructure
including asset management, IT Service Management (Incident management, problem
management, change management, etc.), CMDB etc.
113). What are
captured in Update Sets?
Following are captured in
update Sets:
1. Business Rules,
2. Client Scripts
3. Fields
Forms and Form Sections
4. Reports
5. Tables
& Views
6. Workflows
114). How can you
capture data records in update set?
Data records can be captured,
but you have to do it explicitly. From a list, check your records and then use
the list UI action option “Create Application File”.
115). What is the
condition to check which records will be captured within an Update Set?
The Condition is
“update_synch=true “ .
Navigate to the sys_dictionary.
Personalize the list to include
the Attributes column. Filter on Attributes is update_synch=true.
116). How to move
customization to another update set without merging
Them?
To move the customization, open
“sys_update_xml” table and update the “update_set” field with correct update
set.
117). Define
Workflow Scratchpad.
a. The scratchpad
in workflow is a space in the workflow context to store and share string based
variables between instances of activities within an executing instance of a
workflow.
b. Or, the
scratchpad is a special field on a Workflow context that allows workflow
activities to communicate data to subsequent activities.
c. Or, the
workflow scratchpad is used to store data during the execution of a workflow.
Values in the scratchpad can be set and/or accessed by any activity in the
workflow.
d. The
scratchpad is global to the instance of the running workflow and as such, is
available equally to all activities.
e. Using the
scratchpad requires at least two activities in a workflow, the sending activity
which writes data to the scratchpad, and the follow-up activity which uses this
data.
f. The
scratchpad can hold variables of any JavaScript data type that can be
represented as JSON.
g. You cannot
add functions or scriptable Java objects, such as GlideRecord, to the
scratchpad.
118). How can we
declare Workflow scratchpad?
The scratchpad itself is
automatically available to an executing workflow and requires no specific
declaration. Variables are declared and stored in the scratchpad simultaneously
by referencing it.
workflow.scratchpad.variableName
= variableValue;
Or
var myValue =
workflow.scratchpad.variableName;
119). List of Data
Types stored by Workflow Scratchpad?
The workflow scratchpad can
store multiple data types:
Primitive : Integers, Boolean
Values, or Strings.
JavaScript object : User Data
Scriptable java Objects :
GlideRecord or GlideDateTime
120). What is the difference between g_scratchpad and GlideAjax?
The primary difference between
these methods is that g_scratchpad is sent once when a form is loaded
(information is pushed from the server to the client),
whereas GlideAjax is
dynamically triggered when the client requests information from the server.
Other methods, GlideRecord and g_form.getReference() are also available for
retrieving server information.
However, these methods are no
longer recommended due to their performance impact. Both methods retrieve all
fields in the requested Glide Record when most cases only require one field.
121). How we can
get information from the server? And Among them which are the best ones.
We can get information from server
using g_scratchpad, GlideAjax, GlideRecord, g_form.getReference(). The top ways
to get information from the server are g_scratchpad and asynchronous GlideAjax
lookup.
122). Illustrate
g_scratchpad with example.
The g_scratchpad object passes
information from the server to the client, such as when the client requires
information not available on the form. For example, if you have a client script
that needs to access the field u_retrieve, and the field is not on the form,
the data is not available to the client script. A typical solution to this
situation is to place the field on the form and then always hide it with a
client script or UI policy. While this solution may be faster to configure, it
is slower to execute. If you know what information the client needs from the
server before the form is loaded, a Display Business Rule can
create g_scratchpad properties
to hold this information. The g_scratchpad is sent to the client when the form
is requested, making it available to all client-side scripting methods. This is
a very efficient means of sending information from the server to the client.
For example, assume you open an
incident and need to pass this information to the client: The value of the
system property css.base.color Whether or not the current record has
attachments The name of the caller‟s manager A display business rule sends this
information to the client using the following script:
g_scratchpad.css =
gs.getProperty(„css.base.color‟);
g_scratchpad.hasAttachments =
current.hasAttachments();
g_scratchpad.managerName
= current.caller_id.manager.getDisplayValue();
To access
scratchpad data using a client script:
// Check if the form has attachments
if
(g_scratchpad.hasAttachments) // do something interesting here
else
alert(„You
need to attach a form signed by „ + g_scratchpad.managerName);
123). How can we
declare Workflow scratchpad?
The scratchpad itself is
automatically available to an executing workflow and requires no specific
declaration. Variables are declared and stored in the scratchpad simultaneously
by referencing it. workflow.scratchpad.variableName = variableValue;
Or
var myValue =
workflow.scratchpad.variableName;
124). List of Data
Types stored by Workflow Scratchpad?
The workflow scratchpad can
store multiple data types:
Primitive: Integers, Boolean
Values, or Strings.
JavaScript object: User Data
Scriptable java Objects:
GlideRecord or GlideDateTime
125). Which one
executes first UI Policy or Client Scrip?
UI policies execute after
client scripts.
126. Does Client
Scripts run on Lists?
Client Scripts do not run on lists.
127). Define
GlideAjax?
The GlideAjax class allows the
execution of server-side code from the client.
128) What is the
use of sysparam_name in GlideAjax?
GlideAjax uses sysparm_name to
find which function to use.
129) What is the use of getXML() and getXMLWait() functions in
GlideAjax?
Code is executed with the
getXML() or getXMLWait() functions.
130) What do you
mean by Function names starting with “_”?
Function names starting with
“_” are considered private and are not callable from the client.
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131) What is the
difference between getXML() and getXMLWait() in GlideAjax? getXML()
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getXMLWait()
|
|
getXML is Asynchronous
|
getXMLWait() is Synchronous
|
|
getXML() is used when you
want processing to continue, even if the results have not been returned.
|
getXMLWait() is used when you
want to halt processing until the results are returned. This will halt
everything and wait for it to finish and return the results
|
|
If you are retrieving some
data from server and next tasks does not depend on what you are retrieving
from server. Then will use getXML().
|
When you are trying to
retrieve value of the variable. After getting value then only we can precede
next step like comparing it with user input. In such scenarios will use
getXMLWait().
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