Book Description
This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules 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 notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
What You Will Learn
- Read and write clear, effective code for the ServiceNow platform
- Identify and avoid common pitfalls and missteps that could seriously impact future progress and upgradeability
- Use debugging tools to troubleshoot when things go wrong
- Discover tips and tricks from top ServiceNow developers, architects, and administrators. Find out what the pros wish they knew when they were starting out
Table of Contents
1: The Interface
- Versions
- Frames
- Important application menus and modules
- Content frame
- UI settings and personalization
- Summary
2: Lists and Forms
- List v2 versus List v3
- Lists and tables
- Forms
- Summary
3: 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
- Setting up the War Room page
- Styling the CMS
- Summary
4: 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
- Important task fields
- Journals and the activity formatter
- Extending the task table
- Workflows
- SLAs
- Approvals
- Assignment
- Creating Task fields
- Summary
6: 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
- What is a user?
- Groups and roles
- Emails and notifications
- User preferences
- ACLs – security rules
- Summary
8: 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 structure of an API class
- Server-side APIs
- GlideRecord
- GlideElement
- GlideDateTime
- GlideSession
- GlideSystem
- GlideUser
- Summary
10: The Client-Side Glide API
- Client-side APIs
- GlideAjax
- GlideForm (g_form)
- GlideUser (g_user)
- GlideRecord
- Summary
11: Server-Side Scripting
- Dot-walking and GlideElement
- Script includes
- Business rules
- Default versus calculated field values
- Summary
12: Client-Side Scripting
- Client scripts
- Security
- Compatibility
- Build for performance
- UI scripts
- Scripts from the server
- Summary
13: Service Portal Scripting
- Setting up appointments
- URLs in the service portal
- Creating the meeting widget
- Aesthetic changes
- Option schema
- Troubleshooting widgets
- Summary
14: Debugging
- Logging
- Client-side debugging
- Server-side debugging
- JavaScript debugger
- General debugging
- Summary
15: Pro Tips
- Admin pro tips
- Scripting pro tips
- What the pros wish they knew
- Summary