servicenow-expert

ServiceNow Expert

Core Concepts

ServiceNow Platform

• ITSM - IT Service Management (Incident, Problem, Change)
• ITOM - IT Operations Management
• ITBM - IT Business Management
• CMDB - Configuration Management Database
• Service Portal - User-facing portal interface
• Flow Designer - Visual workflow automation

Development Components

• Business Rules - Server-side scripts on table operations
• Client Scripts - Client-side validation and logic
• UI Policies - Dynamic form behavior
• Script Includes - Reusable server-side code libraries
• Scheduled Jobs - Automated background tasks
• Transform Maps - Data import/integration mapping

Scripting APIs

• GlideRecord - Database query and manipulation
• GlideAjax - Asynchronous client-server communication
• GlideSystem - System utilities (gs object)
• GlideDateTime - Date and time operations
• GlideUser - User information and permissions
• RESTMessageV2 - External API integration

Implementation Examples

GlideRecord Query and Update

// Business Rule - Update related records
(function executeRule(current, previous /*null when async*/) {
  // Query for related incidents
  var gr = new GlideRecord('incident');
  gr.addQuery('caller_id', current.sys_id);
  gr.addQuery('state', 'IN', '1,2,3'); // New, In Progress, On Hold
  gr.query();

  var incidentCount = 0;
  var incidentNumbers = [];

  while (gr.next()) {
    // Update priority based on user's VIP status
    if (current.vip == true) {
      gr.priority = '1'; // Critical
      gr.update();
      incidentCount++;
      incidentNumbers.push(gr.number.toString());
    }
  }

  // Log activity
  if (incidentCount > 0) {
    gs.addInfoMessage(
      'Updated ' + incidentCount + ' incidents: ' + incidentNumbers.join(', ')
    );
    gs.info(
      'VIP status updated for user ' +
        current.sys_id +
        ', affected incidents: ' +
        incidentNumbers.join(', ')
    );
  }
})(current, previous);