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SN-SSNF-M010 Scripting in ServiceNow Fundamentals

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518 views

SN-SSNF-M010 Scripting in ServiceNow Fundamentals

Uploaded by

shagufta2298

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ServiceNow

Scripting in ServiceNow
Fundamentals
participant guide
© COPYRIGHT 2019 SERVICENOW, INC. ALL RIGHTS RESERVED.

ServiceNow provides this document and the information therein “as is” and ServiceNow
assumes no responsibility for any inaccuracies. ServiceNow hereby disclaims all warranties,
whether written or oral, express or implied by law or otherwise, including without
limitation, any warranties of merchantability, accuracy, title, non-infringement or fitness
for any particular purpose.

In no event will ServiceNow be liable for lost profits (whether direct or indirect), for
incidental, consequential, punitive, special or exemplary damages (including damage to
business, reputation or goodwill), or indirect damages of any type however caused even if
ServiceNow has been advised of such damages in advance or if such damages were
foreseeable.

TRADEMARKS

ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. in the
United States and certain other jurisdictions. ServiceNow also uses numerous other
trademarks to identify its goods and services worldwide. All other marks used herein are
the trademarks of their respective owners and no ownership in such marks is claimed by
ServiceNow.

Scripting in ServiceNow Fundamentals 3

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow Fundamentals 4
© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow
Fundamentals
Table of Contents
Module 1: Scripting Overview.............................................. 7
Lab 1.1: Using the Syntax Editor .................................................. 36
Lab 1.2: Syntax Checking ............................................................. 41
Lab 1.3: Explore Scripting Resources ........................................... 60

Module 2: Client Scripts ....................................................... 69

Lab 2.1: Two Simple Client Scripts ............................................... 85
Lab 2.2: g_form and g_user ......................................................... 103
Lab 2.3: Debugging Client Scripts ................................................ 115
Lab 2.4: Client Scripting with Reference Objects ......................... 128

Module 3: UI Policies ........................................................... 141

Lab 3.1: Incident State Resolved/Closed ..................................... 150

Module 4: Catalog Client Scripts & Catalog UI Policies ....................... 161

Lab 4.1: Control Variable Choices
Catalog Client Script .................................................... 171
Lab 4.2: Control Out of State Shipping
Catalog UI Policy.......................................................... 177

Module 5: Business Rules .................................................... 185

Lab 5.1: Debugging Business Rules .............................................. 220
Lab 5.2: Current and Previous ..................................................... 229
Lab 5.3: Display Business Rules and Dot-walking ........................ 233

Module 6: GlideSystem........................................................ 241

Lab 6.1: Setting the CAB Date ...................................................... 252
Lab 6.2: Re-open Problem Date Validation.................................. 255

Scripting in ServiceNow Fundamentals 5

© 2019 ServiceNow, Inc. All Rights Reserved
Module 7: GlideRecord ........................................................ 265
Lab 7.1: Two GlideRecord Queries............................................... 285
Lab 7.2: RCA Attached: Problem and Child Incidents .................. 290
Lab 7.3: addEncodedQuery() ....................................................... 294

Module 8: Script an Event .................................................... 301

Lab 8.1: Tracking Impersonations ................................................ 311
Lab 8.2: Incident State Event ....................................................... 314

Module 9: Script Includes .................................................... 321

Lab 9.1: Classless Script Include ................................................... 330
Lab 9.2: Create a New Class ......................................................... 338
Lab 9.3: HelloWorld GlideAjax ..................................................... 353
Lab 9.4: Number of Group Members........................................... 356
Lab 9.5: JSON Object .................................................................... 365

Module 10: UI Actions ......................................................... 381

Lab 10.1: Client UI Action ............................................................ 395
Lab 10.2: Server UI Action ........................................................... 397
Lab 10.3: Client and Server UI Action .......................................... 400

Module 11: Flow Designer Scripting ..................................... 405

Lab 11.1: Build a Flow .................................................................. 415
Lab 11.2: Trigger a Subflow ......................................................... 425
Lab 11.3: Add a Script to a Flow .................................................. 438

Scripting in ServiceNow Fundamentals 6

© 2019 ServiceNow, Inc. All Rights Reserved
Module 1: Scripting Overview
Scripting Overview Module Objectives
Client Scripts • Answer the five W's of Scripting
- Who can script?
UI Policies
- What is Platform scripting?
Catalog Scripting - When should you script?
- Where do scripts execute?
Business Rules - Why should you avoid scripting?
GlideSystem - How do you script in ServiceNow?
• Introduce Application Scope
GlideRecord • Review ServiceNow APIs
Ev ents
• Explore where to get Scripting help
Labs
Script Includes
Lab 1.1 Using the Syntax Editor
UI Actions
Lab 1.2 Syntax Checking
Flow Designer Lab 1.3 Explore Scripting Resources

Scripting in ServiceNow Fundamentals 7

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 8

• When making changes to your instance, the Condition builder should be

used wherever possible to configure straightforward conditions and actions

• More complex configurations and behaviors can be scripted using JavaScript

ServiceNow provides the ability to customize an instance using JavaScript (based on Mozilla Rhino).

JavaScript, popularized by Yahoo, is the most prevalent scripting language on the web. It is object-
oriented, runs within a browser, and does not need a license.

Rhino is an open-source implementation of JavaScript written entirely in Java. It is typically

embedded into Java applications to provide scripting to end users.

The JavaScript engine used to evaluate scripts in ServiceNow supports the ECMAScript5 standard
and is based upon Rhino version 1.7 R5.

Scripting in ServiceNow Fundamentals 9

• ServiceNow is continually evolving, what you scripted in the past might not
need to be scripted now
• Easier to debug and fix configuration changes after an upgrade
• Make sure a script is really needed
– How business critical is the requirement?
– Will an ACL perform what you need instead?
– Can you achieve 90% of your requirements via configuration changes instead of
scripting?
• Consider ways of customizing without scripting

Remain current with ServiceNow's ongoing development:

• Check ServiceNow's Product and Developer documentation before developing anything new.
• Stay current on what has changed from release to release.
• Check the most recent version's release notes.
• Attend release meetings.

Scripting in ServiceNow Fundamentals 10

• Add new functionality

• Extend existing functionality
• Guide users through messaging
• Automate processes
• Interact with 3rd party applications

Examples of when you should script:

• Update related record(s)
o Cascade a comment from a master incident to its children.
o Updating the ownership of a Configuration Item (CI) after a Change Request.
• Approval Strategies
o One or all does not meet your business requirement.
o Approvers need to be set dynamically.
• Show/hide a form section.
• Scan a list of CIs to dynamically determine risk based on criticality.
• Query database.
• Customize widgets.
• Change default behaviors.

The list of examples shown above is representative of typical uses for scripting. There are, of course,
no limits as to what one can do with JavaScript in ServiceNow. It all comes down to your
requirements!

TIP FROM THE FIELD

ServiceNow is always enhancing the platform. For example, the Embedded Help has been
updated and a new feature called Guided Tours has been added. Research these options
before you script a solution to guide users. If you have already scripted a solution, revisit
your code and see if new baseline options can replace the script.

Scripting in ServiceNow Fundamentals 11

© 2019 ServiceNow, Inc. All Rights Reserved
When Should You Script?
Problems with Copy,
A Word of Caution! Deactivate, and Change A Better Process
• Modified scripts are considered the Copy • Carefully considered
customer-owned customization
• Skipped during ServiceNow Twice the Records to Maintain • Will no code changes work?

X2
upgrades
• Is customization necessary?
• System treats the Active field as
Update Exempt • Modify the baseline record
In the past, the best practice • Review and revert the skipped
strategy for updating baseline Customized Records do not file after an upgrade
scripts was: get functionality updates
• Make a copy of the record you
want to update ServiceNowis always trying to
Original Inactiv e Record make the upgrade process easier.
• Make the original record inactive Adopting this process will help
• Make changes to the script in the Customized Record with future upgrades to your
copy instance.
Releases: H I J K L

The phrase “Modify a baseline script and you own it.” strengthened the copy, deactivate, and
change the copy process. The strategy was validated when the number of skipped files were
reduced after an upgrade. The original record, other than changing the value of the Active field,
was still the same and it was upgraded. Upgraded baseline files and fewer skipped files was seen as
a good thing.

Problems with this strategy:

• There are two files, the original and the copy, that need to be maintained. Maintenance doubles
each time a customization is made.
• With each release, the customized record becomes older. Customers do not receive the
advancements of a new release. In some cases, a new release may rely on the original record
being updated. Developers may make more changes to compensate for the original record being
inactive.
The current better choice is:
• Understand that customization can be costly and should be carefully considered.
• Research ServiceNow’s APIs. Can a no-code approach do the same thing?.
• Determine If the customization is necessary.
• Modify the baseline record.
• Be ready to review and revert the skipped file, if needed, after an upgrade.
Note: Changes made to a record that are only the result of changing the Active field are excluded
from update tracking. This allows you to change the field value without affecting the Updated and
Updated by system fields.

If you are interested in learning more about Excluding a field from an update, see ServiceNow's
Product documentation for additional information.

Scripting in ServiceNow Fundamentals 12

System System Definition Application

Administrator Administrator Administrator
Manages all the Manages a Manages all the
features, specific System features and
applications, Definition data of an
and data in the (e.g. Can only application
platform manage
Business Rules)

Baseline, the admin role has access to all platform features, functions, and data, regardless of
security constraints. Grant this privilege carefully! If you have sensitive information such as private
HR records, ServiceNow recommends granting a custom admin role to an administrator who will
maintain that application.

More granular administrative roles such as business_rule_admin, client_script_admin,

script_include_admin, ui_policy_admin, grant specific access rights without granting the broader
privileges of the admin role. For example, an administrator can grant a user rights to change UI
Policies, but not the rights to edit Client Scripts.

IMPORTANT
Specific admin roles do not change the access level and behavior of the admin role, which
grants general administrative privileges across the platform.

Scripting in ServiceNow Fundamentals 13

Client side (browser) Server side On a MID server

– Auto-populate a field – Modify a database – Integrate to a 3rd
based on the value record party application
of another field – Generate an event
– Show/hide form
sections

Where a script executes matters:

• Performance considerations.
• Access to objects and methods:
- Client-side scripts have access to data on forms and in lists.
- Server-side scripts have access to database records.

Scripting in ServiceNow Fundamentals 14

• The Syntax Editor is ServiceNow's built-in text editor

• Offers the following features as you script
– Automatic JavaScript syntax coloring, auto-indentation, line numbers, and creation of
closing braces and quotes
– Context-sensitive help
– Code editing functions
– Editor macros for typing
commonly used code
– Syntax error checking

The Syntax Editor is enabled baseline for new instances. For upgraded instances, a System
Administrator must activate the Syntax Editor [com.glide.syntax_editor] plugin.

Scripting in ServiceNow Fundamentals 15

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 16

• Applies color coding to scripts for readability

– Green = Comments
– Purple = JavaScript commands
– Blue = Strings, Reserved words

Syntax coloring improves the readability of a script.

Comments will help you, future you, coworkers, and the next administrator understand the code.
Comments will not affect the code’s execution.

JavaScript commands tell the platform what to do.

When writing scripts, you cannot choose a JavaScript reserved word as a variable name.

Scripting in ServiceNow Fundamentals 17

• Closing parentheses, braces, and quotes automatically inserted as you type

• Matching character is highlighted when the cursor is beside a parenthesis,
brace, or quote

Locating matching characters is especially useful for debugging.

TIP FROM THE FIELD

If you do not have a corresponding parentheses, bracket, or quote, you may get
unexpected results. Use the red highlights when you put your cursor next to one of these
characters to help debug an issue. Did a closing character (parentheses, bracket, or quote)
get highlighted when you put your cursor next to an open character? Did the correct open
character highlight when you put the cursor next to the close character?

Scripting in ServiceNow Fundamentals 18

© 2019 ServiceNow, Inc. All Rights Reserved
The Syntax Editor: Context-Sensitive Help
• Displays a list of valid elements at the cursor's current position
Control + Spacebar at the
beginning of a line

• Lists methods for a class

Period after a valid class name

• Lists expected parameters

Open parenthesis after a valid class,
function, or method name

While editing a script, Context-Sensitive Help can be invoked by using the following keystrokes at
the cursor location:
• Ctrl + Space (both Mac/Windows)
• . (a period)

Suggestions are context-sensitive relative to the cursor's current position and are filtered based on
API type. For example, when working on a server-side script, only suggestions from server-side APIs
display. When working on a client-side script, only suggestions from client-side APIs display.

Use any one of these strategies to insert a suggested element into your script.
• Highlight an element in the list using the arrow keys on your keyboard, then press the <Tab> or
<Enter> key.
• Continue typing until the element becomes highlighted, then press the <Tab> or <Enter> key.
• Double-click an element in the list.

Scripting in ServiceNow Fundamentals 19

• Properties assigned to a locally declared object are also included in the list of
suggestions

Field type

Locally declared objects are only available to the current script.

IMPORTANT
• If the keyboard language is different from the instance language, you may experience
unexpected behavior.
• Context-Sensitive Help is disabled for XML fields and UI Actions.
• Suggestions provided by Context-Sensitive Help are part of the Scoped Application API.
If an element does not appear in the list of suggestions, simply continue typing the
element’s name. Context-Sensitive Help turns off when the text being entered no
longer matches any suggestions in the list.

Scripting in ServiceNow Fundamentals 20

• Syntax Editor toolbar provides standard JavaScript code editing functions

– Toggle the Syntax Editor on/off – Display full screen editing mode
– Comment/uncomment selected code – Keyboard shortcut help screen
– Code formatting – Save
– Replace – Syntax error checking
– Replace All – Script debugger
– Search

Hover over an icon to see its keyboard shortcut.

Terms and Definitions:
Toggle Syntax Editor – enables/disables the Syntax Editor.

Comment Selected Code – comments/uncomments out the selected code.

Format Code – applies the proper indentation to the script. Use the shortcut Ctrl/Cmd A,
Shift + Tab to quickly format script.

Replace – replaces the next occurrence of a string in the script. Use the Find Next and Find
Previous icons to jump to other occurrences of the string in the script. Confirmation will be
needed.

Replace All – replaces all occurrences of a string in the script. No confirmation is needed.

Search – highlights all occurrences of a search term in the script. Locates the first occurrence.

Toggle Full Screen Mode – expands/contracts the script field to use the full form view for
easier editing.

Help – displays the keyboard shortcuts help screen.

Save – saves changes without leaving the current view.

Check Syntax – checks the code for syntax errors.

Script Debugger – opens the Script Debugger in a new browser.

Scripting in ServiceNow Fundamentals 21

© 2019 ServiceNow, Inc. All Rights Reserved
The Syntax Editor: Enable/Disable The Syntax Editor
• Syntax Editor can be disabled by users preferring to develop in a basic text
field
• Select Toggle Syntax Editor to enable/disable the Syntax Editor
• Choice is stored as a user preference
On Off

When the Syntax Editor is off, a Go to line button appears in the toolbar. To use the button:
1. Select it.
2. Enter a line number.
3. Press <Enter> on your keyboard. The cursor will appear at the beginning of that line in the
script.

System Administrators can disable the editor for all users regardless of user preference by setting
the glide.ui.javascript_editor property to false.

Scripting in ServiceNow Fundamentals 22

Select the code to be made inactive

Select Toggle Comment

Well-documented code is as important as having your code working!

To uncomment code:
1. Highlight the code to be made active.
2. Select the Toggle Comment button. The forward slashes at the beginning of each line of code
will disappear.

Multiple lines of code can also be commented out by enclosing the selected block with the /* and
*/ characters.

Scripting in ServiceNow Fundamentals 23

• Apply JavaScript standard indentation to your script

Standard indenting applied after

selecting Format Code

Script not formatted

The Syntax Editor applies auto-indentation to code as it is written. Select the Format Code icon to
re-apply indentation if needed.

Keyboard commands can also be used to quickly format your code. (Can be used in all scripting
fields across the platform.)
1. Ctrl-A/Cmd-A (select all)
2. Shift-Tab (format code)

Applying standard formatting is another strategy used to improve readability.

Scripting in ServiceNow Fundamentals 24

© 2019 ServiceNow, Inc. All Rights Reserved
The Syntax Editor: Replace / Replace All
• Replace a string with another string
• Replace All will NOT ask for confirmation
1
2
3

To replace a string in the script using the Replace button:

1. Select the Replace button.
2. Enter the text to replace in the Replace field and press the <Enter> key.
3. Enter the replacement text in the With field and press the <Enter> key.
4. Select Yes to replace, or No to skip for each match. Select Stop to discontinue the
replacement process.

To replace a string in the script using the Replace All button:

1. Select the Replace All button.
2. Enter the text to replace in the Replace field and press the <Enter> key.
3. Enter the replacement text in the With field and press the <Enter> key.

The Replace and Replace All features can also search for text specified with a regular expression.
Regular expressions must be bracketed by the '/' character. Example, the regular expression
/g_[a-r]{4}/ would also find the string g_form.

Scripting in ServiceNow Fundamentals 25

• Search for strings or regular expressions

• Every occurrence of the search term is highlighted
• Use Find Next and Find Previous to move between occurrences

To find a specific string in the Syntax Editor:

1. Select the Search button.
2. Enter the text to search for in the Search field.
3. Press the <Enter> key on the keyboard.

The Search feature can also locate text specified with a regular expression. Regular expressions must
be bracketed by the '/' character. Example, the following regular expression /g_[a-r]{4}/,
would also find the string g_form.

Scripting in ServiceNow Fundamentals 26

© 2019 ServiceNow, Inc. All Rights Reserved
The Syntax Editor: Full Screen Editing
Select Toggle Full Screen to edit
scripts using the entire Content
Pane

Every script has two parts:

1. Trigger (when to execute).
2. Script (what to do).

Once configured, the trigger seldom changes whereas scripts under development change frequently.
To have more space for the script, select the Toggle Full Screen Mode button to maximize the
Syntax Editor. Select the button again to restore the Syntax Editor to its default size.

Scripting in ServiceNow Fundamentals 27

• Provide shortcuts for commonly used code

• Insert a macro by typing the macro name and then pressing the <Tab> key
• Macro name is replaced with the full macro text
• Type the word help followed by the <Tab> key to see list of available macros

For example, in the Syntax Editor, typing the word for followed by pressing the <Tab> key on your
keyboard results in the following insertion at the cursor's position:

for (var i=0; i< myArray.length; i++) {

//myArray[i];
}

Scripting in ServiceNow Fundamentals 28

Value in the
Comments field
used by the help
macro

Navigate to System Definition > Syntax Editor Macros to create new or edit existing Editor Macros.

Name – macro keyword users type to insert the macro text. (Do not use special characters like
period and quotes)
Application – identifies the scope of the macro.
Comments – provide a description of the macro. Will be used in the help macro output.
Text – full macro text that replaces the name in the editor when the macro is used.

IMPORTANT
Notice the Syntax Editor is not available for the Text field. You are responsible for the
accuracy of your macros.

Scripting in ServiceNow Fundamentals 29

• The Syntax Checker finds basic JavaScript errors

❑ Missing characters such as [ and }
❑ Missing ; at the end of JavaScript statements
❑ Incomplete arguments in for loops
❑ Bad function calls

• Does not find

❑ Typos in variable names
❑ Typos in function calls
❑ Typos in method calls

• Cannot determine if the script works as expected

As with all programming editors and tools, the Syntax Checker cannot find all errors in a script.

Any valid JavaScript will pass the Syntax Check even if the code does not do what you intended.

Note: Some script types will save with syntax errors (Workflow scripts) and others will not.

Scripting in ServiceNow Fundamentals 30

• Syntax is automatically checked as you type

– Red circles and red underlines indicate errors
– Orange circles and yellow underlines indicate warnings
– Hover over warnings and errors for more details
• Error message appears below the field when a save is attempted on a script
with errors

The system automatically checks for syntax errors as you type in any script field. To view error or
warning details, hover over the red or yellow circles in the sidebar beside the line number, or the
underlined script in the Syntax Editor.

If you cannot locate an error in the statement called out by the Syntax Checker, look at the
preceding line(s) of code.

All errors must be corrected before a script can be saved.

This feature can be turned off by selecting the Toggle Syntax Check icon.

Scripting in ServiceNow Fundamentals 31

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 32

• Use the Application Navigator to quickly locate your scripts

– Select the star icon to the right of an Application or Module to identify it as a Favorite
– Browse Your history to locate recently opened scripts

All applications Your history

Favorites

Minimize/Maximize
Navigator Edit Favorites

The Application Navigator provides links to all applications and modules in the ServiceNow platform.
• All applications – all applications and modules are displayed. Double-click the All applications icon for
expand/collapse all functionality.
• Favorites – only items identified as favorites are displayed. Favorites are configured on a per user basis.
When the star icon to the right of an application is selected, all the modules under the application are listed
as favorites.
• Your history – list of most recently accessed items. System Administrators can increase/decrease the
number of records pulled by setting the value of the glide.ui.nav.history_length system property. Baseline,
the initial number of records is 30.
Select the Minimize/Maximize Navigator button to collapse or expand the Application Navigator. Hover over the
icons to display an item’s full name when the Navigator is minimized.
Select Edit Favorites to customize items in the Favorites list.
TIPS FROM THE FIELD
• Save a record as a Favorite by selecting Create Favorite on the record’s Context menu or by
dragging the record from a list to your list of favorites.
• Save a list as a Favorite by selecting Create Favorite on the list's Context menu or by dragging a
breadcrumb condition to your list of favorites.
• If you forget to create a favorite, check Your history for recently accessed items.
• Add the Updated column to a list to sort the list by the most recently edited scripts.
• Add the Updated by column to a list to easily find scripts updated by a specific person.
• Search for the element by 'Name' using the Go to search field at the top of a list.
o mySearchString (no leading or trailing characters) – does a ">=" search (like "starts with" but
includes everything after the search string alphabetically also).
o *mySearchString – does a "contains" search.
o mySearchString% – does a "starts with" search.
o %mySearchString – does an "ends with" search.

Scripting in ServiceNow Fundamentals 33

© 2019 ServiceNow, Inc. All Rights Reserved
Locate Your Scripts Quickly: Navigate Directly to Table
Configurations
• Use commands in the Application Navigator’s Filter navigator field to
navigate directly to table elements
• Append .config after the table name to display all the configuration changes
made to that table (e.g. incident.config)

A user can achieve the same result by selecting Configure > All from a form's Context Menu, but by
using the command in the Application Navigator’s Filter navigator field you do not have to be on that
form to get to the lists of different configuration records.

Other available Application Navigator commands include:

• <table_name>.list – opens the list view of the table in the content pane.
• <table_name>.LIST – opens the list view of the table in a new window or tab.
• <table_name>.form or <table_name>.do – opens the form view of the table in the content pane.
• <table_name>.FORM – opens the form view of the table in a new window or tab.
• <table_name>.CONFIG – opens the configuration view of the table in a new window or tab.

Scripting in ServiceNow Fundamentals 34

• Lab 1.1
– Time: 15-20m
– Using the Syntax Editor
• Practice using the Syntax Editor to understand how scripts are
recorded

• Lab 1.2
– Time: 5-10m
– Syntax Checking
• Practice with the Syntax Checker to catch errors

Scripting in ServiceNow Fundamentals 35

Lab Summary
You will achieve the following:
• Practice using the Syntax Editor in preparation for writing scripts in ServiceNow.

A. Preparation
1. Navigate to Self-Service > Knowledge on the Application Navigator.

2. Use the Search field to look for Lab Answer Guide.

3. Select the article, the file automatically downloads.

4. You are asked questions throughout the lab exercises to test your knowledge. Do
your best to answer them on your own. Refer to the document if you require
assistance or would like to simply confirm your answers.

B. Use the Syntax Editor

1. Type Client Script in the Application Navigator's Filter
navigator field. TIP FROM
THE FIELD:
2. Select the System Definition > Client Scripts module. Typing the whole
name of a module
every time to open it
can get tiresome.
Identify and type the
unique letters of a
module name in the
filter. Try nt sc. Did
Client Scripts show
up in the menu?

Scripting in ServiceNow Fundamentals 36

Note: When you create a Client Script, you will see this message:

This feature disables items that can cause issues with the platform. You can use these
scripting techniques by following the instructions in the message. You should not need to
make this change for this course.

4. Enter Lab 1.1 Using the Syntax Editor in the Name field.

5. De-select the Active checkbox to prevent the script from running.

6. In the Script field, enter the following text:

Code to test the Syntax Editor features

- Syntax coloring
- Special character highlighting
- Layout
- And more!

7. Convert the text to a comment.

a) Select all of the text.

b) Select the Toggle Comment button ( ) on the Syntax Editor toolbar

Scripting in ServiceNow Fundamentals 37

© 2019 ServiceNow, Inc. All Rights Reserved
8. In the Script field, below the commented lines, enter the following script exactly as it
appears here. As you enter the script, note the syntax coloring, special character
highlighting, auto-indentation and the automatic creation of closing braces and
quotes.

9. Save the script by selecting the Save button ( ) on the Syntax Editor toolbar

10. Turn off syntax highlighting by selecting the Toggle Syntax Editor button ( ).
What differences do you notice in the Syntax Editor?

_____________________________________________________________________

11. Select the same icon to turn syntax highlighting back on.

12. Use the Replace feature to change the number 2 in myObj.property2 to

myObj.propertyTwo.

a) Select the Replace button ( ).

b) Type 2 in the Replace field then press <enter> on your keyboard.

c) Type Two in the With field then press <enter> on your keyboard.

d) Select No when prompted to replace the 2 in 32.

e) Select Yes when prompted to replace the number 2 in property2 with the word
Two.

Scripting in ServiceNow Fundamentals 38

© 2019 ServiceNow, Inc. All Rights Reserved
13. Use the Replace All feature to change the value for myObj.property3 from Third to third.

a) Select the Replace All button ( ).

b) Type Third in the Replace field then press <enter> on your keyboard.

c) Type third in the With field then press <enter> on your keyboard.

14. Select the Update button on the Header bar to save the script and exit the form.

C. Create a Syntax Editor Macro

1. Navigate to System Definition > Syntax Editor Macros.

2. Create a new macro:

Name: try
Comment: Client-side try/catch
Text:

TIP FROM
THE FIELD:
You can use the Filter
navigator to locate
3. Select Submit. the Client Scripts
module. However,
4. Open the Lab 1.1 Using the Syntax Editor Client Script. Place take a look at the
the cursor on a new line below the existing script. Your history tab (
). Is your Client Script
5. Test the 'try/catch' macro by typing try and pressing the available? This
<tab> key on your keyboard. provides a direct link
to the record and
6. Did the macro display? saves you some
typing.
(If not, confirm the Name is correct in the Syntax Editor
Macro record you created in step-2 and re-test.)

Scripting in ServiceNow Fundamentals 39

© 2019 ServiceNow, Inc. All Rights Reserved
7. Place the cursor on a new line below the existing script, type help and press the
<tab> key on your keyboard.

a) Review the description for the try macro. Where did the value come from?
____________________________________________________________

b) Review the description for the info macro. Why is it blank?

____________________________________________________________Syntax
errors will prevent a save at this time, comment out or delete the help macro text.

8. Select Update to save the changes and close the record.

Challenge: What Syntax Editor Macro records can you think of to create? What scripts
do you write multiple times that you would want automated?

___________________________________________________________________
___________________________________________________________________

Lab Completion
Good Job! You have practiced using some of the Syntax Editor features and have created and
used Editor Macros.

Scripting in ServiceNow Fundamentals 40

Lab Summary
You will achieve the following:
• Practice with the Syntax Checker to determine which types of errors the checker catches.

A. Syntax Checking in the Script Editor

1. Create a new Client Script.

2. Configure the trigger:

Name: Lab 1.2 Syntax Checking

Active: Not selected (unchecked)

3. Enter this script exactly as shown (including errors):

4. Try to save your script. Did it save?

5. How can you tell?

_____________________________________________________________________

Scripting in ServiceNow Fundamentals 41

© 2019 ServiceNow, Inc. All Rights Reserved
6. Hover the mouse cursor over the orange ( ) and red ( ) symbols to the left of
the line numbers to read the warning and error messages

7. Hover the mouse over the orange and red underlines in the script to read the
warning and error messages.

8. Correct the warnings and errors until no alerts remain.

9. Did the Syntax Checker find all the errors in the script? Which error(s) were not
found?

_____________________________________________________________________

10. Select Submit.

Lab Completion
You have practiced Syntax Checking and understand not all errors are caught.

Scripting in ServiceNow Fundamentals 42

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 43

© 2019 ServiceNow, Inc. All Rights Reserved
Application Scope
• Every application has a scope
• Determines which of its resources are available to other applications
• Once scope is assigned to an application, it cannot be changed!
Global Scope Scoped Development
Ed u c ation
E ducation

Customer Travel &

Service E xpenses Cu stomer Travel &
Service E xpenses

Hu man
Security Hu man
Resources Security
R esources
Su pplier
Su pport Su pplier
Su pport

Baseline applications provided by ServiceNow (e.g. Incident, Service Catalog, Service Portal, etc…),
as well as any custom application built prior to the Fuji release are in the Global scope. It is difficult
to protect/isolate application data in the Global scope.

There is no migration path to a custom or different scope.

TIP FROM THE FIELD

Turn on the Show application picker in header developer setting so you can easily switch
between application scopes using a drop-down on the Header bar.
1. Select the Settings icon located on the right-side of the banner.
2. Select Developer.
3. Select Show application picker in header.
4. Use the Application drop-down list to switch between application scopes.

Scripting in ServiceNow Fundamentals 44

• Scope protects an application and its artifacts from damage to, or

from other applications
• Must be configured to grant other applications the ability to act
on its records

Travel & Change

Expenses Management

Explicit permission must be granted for applications

to share their resources with other applications

Artifacts are the application files in an application. Examples include, but are not limited to, Tables,
Access Controls, Email Notifications, Data Policies, Client Scripts, Business Rules, Script Includes, etc.

Application developers specify an application scope when they create a new application. They can
also specify what parts of an application are accessible to other applications from:
• The Custom application record.
• Each application Table record.

For example, suppose you create a Travel & Expanse Management application. By default, the
application can access and change its own tables and business logic, but other applications in the
platform cannot unless you grant them explicit permission to do so.

Application scope ensures:

• The application does not interrupt core business services.
• Other applications do not interfere with its normal functioning.

Scripting in ServiceNow Fundamentals 45

• The system automatically prefixes a namespace identifier to scoped

application artifacts (including scripts)
• Cannot be changed or removed to ensure they are always associated with
the proper application
Syntax Description Cloud Dimensions Example
Scoped application artifacts always begin with x_ x_
Vendor Prefix Unique ServiceNow generated prefix for each customer cld
Application ID Set when the application is first created travel
Script name Unique script name ExpensesReqBy

This example generates the namespace identifier: x_cld_travel_ExpensesReqBy

The application scope prevents naming conflicts and allows the contextual development
environment to determine what changes, if any, are permitted.

Applications in the Global scope do not append a unique namespace identifier to the application
name.

Scripting in ServiceNow Fundamentals 46

• Out-of-scope scripts are read-only

• Select the here link to temporarily switch scopes

Built-in limitations prevent developers from updating artifacts while in a different scope. This
protects the application from inadvertent modifications.

Scripting in ServiceNow Fundamentals 47

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 48

• Provide classes and methods that can be used in scripts to define the
functionality of the platform
• A few examples:
Client-side Classes Server-side Classes
GlideAjax GlideAggregate
GlideForm GlideDateTime
GlideList GlideElement
GlideRecord GlideRecord
GlideUser GlideSystem
spModal JSON
Workflow

Classes are grouped by those used for client-side scripts, REST APIs, global server scripts,
and scoped server scripts.

More classes are available for use in scripts and new ones are constantly being developed. It is
important to stay current on what has changed from release to release.
• Visit ServiceNow's official Developer site to see the list of available API classes and methods,
definitions on what they do, instructions on how to use them, as well as sample scripts written
by ServiceNow developers.
• Visit ServiceNow's official Documentation site to review API release notes.

Scripting in ServiceNow Fundamentals 49

• The API section of ServiceNow's developer site (developer.servicenow.com)

is the place to go for official API documentation
• Important to understand the server-side API category naming convention:
– Scoped: support for scoped applications, these APIs may behave differently in the
Global scope
– Legacy: support for legacy applications in the Global scope

API Documentation is presented as Scoped or Legacy (Global) documentation. Understand what

scope you are using, because you cannot call a global Glide API in a scoped application.

Another thing you want to consider is the version of your instance. Make sure the documentation
you are looking at is the version of your instance.

In the API documentation, you will find links to scope application, legacy application, and instance
versions within the documentation.

Scripting in ServiceNow Fundamentals 50

• The JavaScript engine ServiceNow uses to evaluate scripts supports the

ECMAScript5 scripting standard
• To support scripts written prior to the Helsinki release, the JavaScript engine
has two modes
– Compatibility Mode
– ES5 Standards
Mode (default)

Set in the Application record

ES5 Standards Mode is the default mode when creating new scoped scripts. It supports
ECMAScript5 syntax, extensions, and features, including:
• The 'use strict' declaration.
• Control over extensibility of objects.
• Get and set properties on objects.
• Control over write-ability, configurability, and innumerability of object properties.
• New Array and Date methods.
• Native JSON support.
• Support for modern third-party libraries such as lodash.js and moment.js.

Compatibility Mode supports ECMAScript3 with ServiceNow behaviors and extensions

• All Global scripts.
• All scripts developed prior to the Helsinki release.

Visit https://en.wikipedia.org/wiki/ECMAScript if you are interested in learning more about

ECMAScript.

Scripting in ServiceNow Fundamentals 51

Who, What, When, Where, Why and How?

The Syntax Editor

Locate Your Scripts Quickly

Application Scope

JavaScript in ServiceNow

Scripting Resources

Scripting in ServiceNow Fundamentals 52

• ServiceNow Scripting Resources

– Community
– ServiceNow User Groups (SNUG)
– Product documentation
– Developer documentation
– Learning Library
• JavaScripting Resources
– w3schools.com
– codecademy.com
– codeschool.com
– developer.mozilla.org
– lynda.com (requires a paid
subscription)

There are many resources available for working with JavaScript.

Scripting in ServiceNow Fundamentals 53

community.servicenow.com

Membership in the ServiceNow community is free!

Select LOG IN at the top-right of the page to sign in or create an account.

With an account, you have access to all of these features:

• Post questions on our Forums.
• Comment on our Blogs.
• Rate content.
• Register for Local Events.
• Join Local User Groups.
• Get to know ServiceNow customers, partners, and employees.

IMPORTANT
Get feedback not only from your internal sources, but from other customer sources as
well.

Scripting in ServiceNow Fundamentals 54

Join a SNUG Near You!

Join a SNUG near you today. Attending an event is a fantastic opportunity to gain new knowledge
and network with your peers that share a passion for ServiceNow. The benefits of attending a SNUG
are numerous.
• Face-to-face interactions with ServiceNow subject matter experts, product evangelists,
executives and partners.
• Knowledge transfer across diverse organizations, industries, and ServiceNow use cases.
• Connect with and learn from peers while developing professional relationships.
• Insight into upcoming product releases, roadmaps and company updates including sneak
previews into new features and on-going product development.
• Help shape future product direction by providing real-time feedback.
• Access to live customer testimonials, demos and hands on workshops.
• Open forum to discuss ideas, industry trends, challenges and observations.

SNUGs are managed by ServiceNow users just like you. If there is no SNUG in your area, you can
create one!

Scripting in ServiceNow Fundamentals 55

docs.servicenow.com

Product Documentation provides ServiceNow's official documentation about the platform. Use the
Search documentation field to quickly navigate to the information you are looking for.

In addition to navigating directly to the website, you can also select the Search Product
Documentation link from the Help icon on the banner frame in any instance.

Scripting in ServiceNow Fundamentals 56

developer.servicenow.com

The ServiceNow Developer Program provides ServiceNow developers with a dedicated program of
free content, technical resources, developer focused training, tools, events, and an online
community for collaboration and sharing.

It is designed to maximize the productivity, effectiveness and efficiency of developers creating value-
added applications and solutions on ServiceNow.

Register for a personal developer instance to practice building, extending and integrating new
applications in a safe sand-box environment.

Scripting in ServiceNow Fundamentals 57

https://www.servicenowlearninglibrary.com/

Learn on your own schedule, at your desired pace.

The ServiceNow Learning Library provides a cost-effective option to supplement our traditional
training courses with 24/7 access to a wide variety of learning assets designed to enhance learning.
Training ranges from short videos to detailed tutorials that can be paused at any point and
continued later – allowing you to learn on a schedule that aligns with your availability. Mobile-ready
content provides access at any time and from any location.

Scripting in ServiceNow Fundamentals 58

• Lab 1.3
– Time: 15-20m
– Explore Scripting Resources
• Explore the community website
• Explore the documentation website
• Explore the developer website

Scripting in ServiceNow Fundamentals 59

Lab Summary
You will achieve the following:
• In this lab, you will practice using various resources to get scripting help.

A. Explore Community
1. In a web browser, navigate to community.servicenow.com .

2. Sign in. If you do not have an account, create one by selecting the SIGN IN/JOIN link.

3. Select the Register button. After requesting an account, continue with the lab.

Scripting in ServiceNow Fundamentals 60

a) From the Header bar, select Groups > ServiceNow User Groups.

b) Select a Region from the Map.

c) Select a ServiceNow User Group from the list that appears below the map.

Scripting in ServiceNow Fundamentals 61

© 2019 ServiceNow, Inc. All Rights Reserved
d) Select the Request Access button at the top-right
corner of the page. TIP FROM
THE FIELD:
There are more
regions and groups
than shown here.
Type a country,
state, or major city
followed by the
words user group in
the site’s search box
to find your user
5. Where do you search for existing content in group.
Community?

____________________________________________________________________

6. Search Community for the string Ask Why.

a) Select the Search (magnifying glass) icon at the top-right corner of the page.

b) Type Ask Why in the search field and press <Enter> on your keyboard.

c) Open the article in Chuck Tomasi's Blog.

d) Open and read the article.

Scripting in ServiceNow Fundamentals 62

© 2019 ServiceNow, Inc. All Rights Reserved
7. When you cannot find the information you are looking for in Community; how do
you ask a question?

_____________________________________________________________________

B. Explore Documentation
1. Navigate to ServiceNow's official Product Documentation website:
docs.servicenow.com.

2. Select Madrid.

3. Open the Madrid Release Notes and Upgrades article.

4. On the left Navigation menu, expand the Features and changes by product
category, expand the Application development release notes, and then expand the
article titled API release notes.

Note: The Now Platform release notes category is where you locate information about new
and updated features made to the platform itself, (this includes changes to Scripting as it is a
function of the platform). The information and number of articles changes from release to
release. This particular API release notes article is a good example of easy to locate
information.

Scripting in ServiceNow Fundamentals 63

© 2019 ServiceNow, Inc. All Rights Reserved
5. Review the article. What information is provided? Record your answer here:

____________________________________________________________________

6. Use the magnifying glass to search Documentation for the string Useful scripts

a) Type Useful scripts in the Search field at the top-right corner for the page and
press <Enter> on your keyboard.

b) Open the Useful scripts article.

Note: This article contains links to other articles offering scripts written by ServiceNow
developers. You may want to favorite this webpage so you can explore it when you have more
time.

C. Explore Developer
1. Select the More Sites drop-down menu, followed by Developer Documentation to
navigate to ServiceNow's Developer website (developer.servicenow.com).

2. Select API > Server.

3. On the left Navigation menu, select Legacy.

Note: The Scoped menu lists documentation for applications in a private scope. These APIs may
behave differently in the Global scope. The Legacy menu lists documentation for legacy
applications in the Global scope.
4. Locate and expand the GlideDateTime category.

Scripting in ServiceNow Fundamentals 64

6. Review the documentation in the middle of the screen.

7. Notice the examples in each section.

8. What Date/Time format does the GlideDateTime object use?

__________________________________________________________________

Lab Completion
Good Job! You have really explored some of the ServiceNow resources that are at your
fingertips when you need help scripting.

Scripting in ServiceNow Fundamentals 65

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting Fundamentals
• Use a Condition builder whenever possible to configure your instance!!
• Create a Syntax Editor Macro to quickly insert commonly used syntax
• Expand the Script Editor when editing large scripts
Good Practices

• Identify the Scope of your script to ensure it only affects the resources in the same
scope
• ServiceNow websites are more than just product documentation; make good use of
the Community
• Join at least one SNUG

Scripting in ServiceNow Fundamentals 66

Core Concepts Real World Cases

Scripts can create new or extend the existing
functionality of ServiceNow
•Why would you use these
The answer is not always to create a new script capabilities?
Scripts execute in different locations
Client-side - Server-side - On a MID server
ServiceNow's built-in Script Editor offers industry standard •When would you use these
scripting capabilities
capabilities?
Debug with the Syntax Checker
Globally scoped scripts are shared resources

Privately scoped scripts only affect resources in the •How often would you use these
same scope
capabilities?
Know where to get scripting help

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 67

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow Fundamentals 68
© 2019 ServiceNow, Inc. All Rights Reserved
Module 2: Client Scripts
Scripting Ov erv iew Module Objectives
Client Scripts – Define what a Client Script is
– Know when to use a Client Script
UI Policies
– Write, test, and debug Client Scripts
Catalog Scripting – Use the g_form and g_user objects and methods
Business Rules – Retrieve reference records from the database
– Compare and revert a script to a different version
GlideSystem

GlideRecord Labs
Ev ents
Lab 2.1 Two Simple Client Scripts
Lab 2.2 g_form and g_user
Script Includes
Lab 2.3 Debugging Client Scripts
UI Actions Lab 2.4 Client Scripting with Reference Objects
Flow Designer

Scripting in ServiceNow Fundamentals 69

Client Script Overview

Client-side APIs

Client-side Debugging

Reference Objects

Script Versions

Scripting in ServiceNow Fundamentals 70

• Client Scripts manage the behavior of forms, fields, and lists in real time
– Make fields mandatory
– Set one field in response to another
– Modify choice list options
– Hide/Show form sections
– Display an alert
– Hide fields
– Prohibit list editing

• Client Scripts execute client-side (web browser)

– Browsers may present items in different ways

Although modern browsers largely interpret JavaScript the same way, you may still observe browser-
dependent behaviors in client-side scripts.

What Exists Baseline?

• More than 800 Client Scripts exist baseline
• Not all Client Scripts are Active baseline
FAQ’s

• Sample Client Scripts can be used as starting points

Where can this be found?

• Navigate to the System Definition > Client Scripts module to create or modify Client
Scripts.

Scripting in ServiceNow Fundamentals 71

• Trigger specified when to execute

• Scripts specifies what to execute
When to execute

What to execute

All scripts have a trigger specifying when a script's logic should execute. The trigger configuration
fields depend on the script type.

The Description field is for documenting the script. Include information like who wrote the script,
what business requirement the script is for, and any other pertinent information.

The Messages field is used for internationalizing output to the user. For example, if the script
creates an alert that says Hello World, the string "Hello World" would appear in the Messages field
on its own line. If an entry exists in the sys_ui_message table with the same key but a localized
language, the localized language version is presented to the user even though the script uses the
version from the Messages field.

The Script field is used to script what needs to happen when the conditions in the trigger are met.

Scripting in ServiceNow Fundamentals 72

• Client Scripts execute when their trigger condition is met

Additional information
is required if the Client
Script is triggered by a
field value change or
if it applies to a
specific view of the
form

While on the Client Scripts list, select New to create a new Client Script.

Name – name of the Client Script. Use a standard naming scheme to identify custom scripts.
Table – table the form or list is related to.
UI Type – select whether the script executes for Desktop only, Mobile / Service Portal only, or All
environments.
Type – select when the script runs: onChange, onLoad, onSubmit, or onCellEdit.
Field name – used only if the script responds to a field value change (onChange or onCellEdit); name
of the field to which the script applies.
Application – identifies the scope of the Client Script.
Active – if selected the script is executing in the runtime environment.
Inherited – execute the script for forms from any extending tables when selected.
Global – if Global is selected the script applies to all Views. If the Global field is not selected you
must specify the View.
View – specifies the View to which the script applies. The View field is only visible when Global is
not selected. A script can only act on fields part of the selected form View. If the View field is blank
the script applies to the Default view.

Scripting in ServiceNow Fundamentals 73

• Use the Order field when multiple Client Scripts for the same table have
conflicting logic
• Executes in order from lowest to highest
• Does not appear on the Client Script form baseline
– Configure the form to add the field

Order is the sequence in which the Client Scripts are executed, from lowest to highest. By
convention, Order numbers contain three digits. For example: 150, 300, or 675.

Scripting in ServiceNow Fundamentals 74

• Script runs when a form loads and before control is given to the user
• Typically used to manipulate a form's appearance or content on screen

Form loads and is populated with onLoad( ) Client Scripts

User selects record to view record data immediately execute

Control given to user

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Users do not have the ability to modify form fields while an onLoad() Client Script executes.

Scripting in ServiceNow Fundamentals 75

• Select onLoad as Client Script Type

onLoad( ) function template

automatically inserted in the
Script

No arguments passed to it

For example, a baseline onLoad() Client Script on the Change form marks Standard Change fields
read-only before control is given to the user.

Usually, onLoad() Client Scripts perform client-side-manipulation of the current form or set default
record values.

Scripting in ServiceNow Fundamentals 76

• Script runs when a form is saved, updated, or submitted

• Typically used for field validation

User saves, submits, or onSubmit( ) Client Scripts execute Record written to database
updates a record

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Script can prevent writing to onLoad( ) Client Scripts run

database and return control to again and control is returned
user to the user

Users do not have the ability to modify form fields while an onSubmit() Client Script executes.

Scripting in ServiceNow Fundamentals 77

• Select onSubmit as Client Script Type

onSubmit( ) function template

automatically inserted in the
Script

No arguments passed to it

TIP FROM THE FIELD

Typically, onSubmit() Client Scripts validate data on the form and ensure the submission
makes sense. If the inputs the user submits do not make sense, an onSubmit() Client
Script can cancel form submission by returning a value of false.

function onSubmit() {
if(!myCondition) {
return false;
}
else {
//perform some logic here
}
}

Scripting in ServiceNow Fundamentals 78

• Script runs when a particular field value changes

• Typically used to
– Respond to field values of interest
– Modify one field value in response to another

User modifies a field value onChange( ) Client Scripts execute

Control returned to user

An onChange() Client Script watches one field. If two fields need to be watched, a second Client
Script must be configured.

For example, one onChange() Client Script populates the 'Assignment group' field if the value in the
Configuration item [cmdb_ci] field changes, while a second onChange() Client Script populates the
Watch List if the value of the 'Priority' field changes to 1.

Scripting in ServiceNow Fundamentals 79

• Select onChange as Client Script Type

Select the field to watch for

changes

onChange( ) function template

automatically inserted in the
Script

5 parameters passed to it

An onChange() Client Script runs when a particular field value changes on the form.

The onChange() Client Script must specify these parameters:

• control – name of the object (field_name) whose value just changed. The object is identified in
the Field name field on the Client Script form.
• oldValue – value of the control field when the form loaded and prior to the change. For
example, if the value of Assigned to changes from Matt to Miranda the value of the parameter
oldValue is Matt. oldValue will always be Matt (the value when the form loaded) no matter how
many times the Assigned to value changes after the original form load.
• newValue – value of the control field after the change. For example, if the value of Assigned to
changes from Matt to Miranda, the value of the parameter newValue is Miranda.
• isLoading – boolean value indicating whether the change is occurring as part of a form load.
Value is true if change is due to a form load. A form load means all of a form's fields changed.
• isTemplate – boolean value indicating whether the change occurred due to population of the
field by a template. Value is true if change is due to population from a template.

Scripting in ServiceNow Fundamentals 80

© 2019 ServiceNow, Inc. All Rights Reserved
Client Script Overview: Client Script Type – onChange()
Template 'if' Statement
• ALL field values change when a form loads
• onChange() template's if statement aborts script execution if
– Field values change due to a form load
– The newValue has no value

Modify the script to change the behavior if necessary. For example, you might also check to see if
the field value change was due to a template load.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue === '' || isTemplate) {
return;
}

//Type appropriate comment here, and begin script below

}

Scripting in ServiceNow Fundamentals 81

• Script runs when a particular field value on a list changes

• Applies to all records selected

If you create a client-side script for fields on a form, an onCellEdit() Client Script can be used to
ensure data in those fields is similarly controlled in a list.

IMPORTANT
onCellEdit() scripts do not apply to List Widgets on homepages or dashboards.

Scripting in ServiceNow Fundamentals 82

• Select onCellEdit as Client Script Type

Select the field to watch for

changes

onCellEdit( ) function template

automatically inserted in the
Script

5 parameters passed to it

Parameters automatically passed to an onCellEdit() Client Script:

• sysIDs – sys_id of the edited item(s).
• table – the table name of the edited item(s).
• oldValues – the old value of the edited cell(s).
• newValue – the new value of the edited cell(s). Is the same for all edited items.
• callback – a callback will continue the execution of other related cell edit scripts.

You must pass back either true or false in the callback function. If true is passed as a parameter, the
other scripts are executed or the change is committed if there are no more scripts. If false is passed
as a parameter, any further scripts are not executed and the change is not committed.

Example:
function onCellEdit(sysIDs, table, oldValues, newValue, callback) {
var saveAndClose = true;
if(newValue == 6) { //Resolved
alert("You cannot change the state to 'Resolved' from a list");
saveAndClose = false;
}
if (newValue == 7) { //Closed
alert("You cannot change the state to 'Closed' from a list.");
saveAndClose = false;
}
callback(saveAndClose);
}

Scripting in ServiceNow Fundamentals 83

• Lab 2.1
– Time: 15-20m
– Two Simple Client Scripts
• Practice writing Client Scripts
• Understand the difference between an onLoad() and onCellEdit()
Client Script

Scripting in ServiceNow Fundamentals 84

Lab Summary
You will achieve the following:
• Write and test two simple Client Scripts. Consider saving the Client Scripts module as
a Favorite before beginning this lab.
• Create an onLoad() Client Script that generates an alert.
• Create an onCellEdit() Client Script to stop Incident records from being set to
Resolved or Closed from a list view.

A. Create an onLoad() Client Script

1. Create a new Client Script.

Name: Lab 2.1 onLoad Alert

Table: Incident [incident]
UI Type: Desktop
Type: onLoad
Active: Selected (checked)
Inherited: Not selected (not checked)
Global: Selected (checked)
Description: Lab 2.1 onLoad Client Script

Scripting in ServiceNow Fundamentals 85

Replace the existing comment and add the following alert to the function.

TIP FROM
3. Select Format Code to re-align the script. (This is a good THE FIELD:
habit to get into.) The keyboard
shortcut to Format
4. Select Submit. Code starts with
Ctrl+A for Windows
and Cmd+A for Mac
to select all code.
B. Test Your Work Then Shift+Tab to
format the code.
1. Open any Incident record. What happens when the
form loads?

_________________________________________________________________

2. Is this the behavior you expected? If not, debug and re-test.

3. Select OK.

4. Make a change to any field value.

5. Select Save on the form's Context menu to save the record and remain on the form.

Scripting in ServiceNow Fundamentals 86

© 2019 ServiceNow, Inc. All Rights Reserved
6. Does the Lab 2.1 onLoad Alert Client Script execute again? Why or why not? Explain
your reasoning:

_________________________________________________________________

7. Create a new Incident. What happens when the form loads for the new incident? Is
this the behavior you expected?

_________________________________________________________________

8. Make the Client Script inactive.

a) Open the Lab 2.1 onLoad Alert Client Script.

b) Uncheck the Active field.

c) Select Update.

C. Create an onCellEdit() Client Script

1. Create a new Client Script.
Name: Lab 2.1 onCellEdit Alert
Table: Incident [incident]
UI Type: Desktop
Type: onCellEdit
Field Name: State
Active: Selected (checked)
Inherited: Not selected (not checked)
Global: Selected (checked)
Description: Lab 2.1 onCellEdit Alert

2. Examine the pseudo-code for the script you will write:

• Create the saveAndClose variable with the value of true

• If the newValue of State is Resolved, alert the user they cannot change State to
Resolved from a list and set the value of the saveAndClose variable to false
• If the newValue of State is Closed, alert the user they cannot change State to
Closed from a list and set the value of the saveAndClose variable to false
• Execute the callback function returning the value of saveAndClose
• If true is returned, the new value of the State field is committed
• If false is returned, the new value of the State field is not committed

Scripting in ServiceNow Fundamentals 87

4. Select Submit.

D. Test Your Work

1. Navigate to Incident > Open.

2. Without opening a record, pick any Incident in the list. Record the current value of
its State field:

_______________________

3. Update the value of State to Resolved from

the list view.

a) Double-click the State field.

b) Select Resolved from the drop-down list.

c) Select the green checkmark to save the

change.

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4. Did an alert appear advising you cannot change the State to 'Resolved' from a list? If
not, debug and re-test your script.

5. Select OK.

6. Did the Resolved value remain in the State field? Why or why not?

_________________________________________________________________

7. Hold the Shift key down on your keyboard, then select multiple State fields. (The
background of the selected items changes to green.)

8. Double-click any one of the selected State fields, change its value to Closed, and
select Save.

9. Did an alert appear advising you cannot change the State to 'Closed' from a list? If
not, debug and re-test your script.

10. Select OK.

11. Did the Closed value remain in any of the State fields? Why or why not?

_________________________________________________________________

12. Select OK.

13. Make the Lab 2.1 onCellEdit Alert Client Script inactive.

Lab Completion
Good job! You have successfully created onLoad() and onCellEdit() Client Scripts. Your testing
efforts helped you to understand how each method works.

Scripting in ServiceNow Fundamentals 89

Client Script Overview

Client-side APIs

Client-side Debugging

Reference Objects

Script Versions

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© 2019 ServiceNow, Inc. All Rights Reserved
Client-side APIs: What Data Can You See in a
Client Script?
• Use ServiceNow's predefined client-side classes and methods to
– Control how the platform looks and behaves in a web browser
– Enhance the end user experience
• This class reviews the most popular Client-side APIs
– g_form (GlideForm)
– g_user (GlideUser)
– g_scratchpad (in conjunction with a Display
Business Rule, Module 5)

ServiceNow provides client-side JavaScript APIs:

g_form – object whose properties are methods used to manage form and its fields in the record.
g_user – object whose properties contain session information about the currently logged in user
and their role(s).
g_scratchpad – object passed to a Client Script from a server-side script known as a Display Business
Rule. The object’s properties and values are determined by the server-side script.

In addition to these pre-defined global variables, you also have any local variables you declare in a
script.

Visit developer.servicenow.com for the complete list of available client-side classes and methods.

Scripting in ServiceNow Fundamentals 91

• The GlideForm API provides useful methods to

– Customize forms
– Manage form fields and their data

Object properties are the fields from the currently loaded record.

Object values are the field values when the record is initially loaded.

Scripting in ServiceNow Fundamentals 92

• Access GlideForm methods using the g_form global object

g_form.<method_name>(parameter information); Syntax

• Examples
g_form.setValue('impact',1);
g_form.showFieldMsg('state','Change is waiting approval','info');

• Commonly used g_form method examples

– Draw attention to an area on the form: flash(), showFieldMsg()
– Get field information: getValue(), getReference()
– Change a field value: setValue(), clearValue()
– Change a choice list: addOption(), clearOptions()
– Get form information: getSections(), isNewRecord()
– Form actions: addInfoMessage(), clearMessages()

GlideForm methods are only used client-side.

Examples:
g_form.addInfoMessage() – displays an informational message at the top of a form.
g_form.addOption() – adds an option to the end of a Choice list.
g_form.clearMessages() – removes messages previously added to the form.
g_form.clearOptions() – removes all options from a Choice list.
g_form.clearValue() – clears a field's value.
g_form.flash() – flashes a field's label to draw attention to it.
g_form.getReference() – retrieves a reference object from the database.
g_form.getSections() – returns the elements of a form's section as an array.
g_form.getValue() – retrieves a field's value.
g_form.isNewRecord() – returns true if a record has never been saved.
g_form.setValue() – sets a field's value.
g_form.showFieldMsg() – displays a message under a form field.

Scripting in ServiceNow Fundamentals 93

• g_form object methods refer to fields by their field name, not their label
• Easy way to locate a field name
– Right-click a field's label
– The field name appears on the Context menu

For example, the first parameter required by the addDecoration() method is a field name.
g_form.addDecoration('String field_name','String icon','String title');

Provide the field name caller_id vs. the field label Caller.
g_form.addDecoration('caller_id','icon-star','preferred member');

TIP FROM THE FIELD

Show – ‘field_name’ option on the Context menu works great to display the name of a
field. A popup with a few of the field’s properties are displayed. Copy the field name for
your script. Additional properties include Table, Type, Max Length, and Attributes.

Scripting in ServiceNow Fundamentals 94

• Method use documented on the Developers portal

• Two ways to search for methods:
1. Use the Search field to search for a specific string, or
2. Manually locate the method of interest on the page

To locate a g_form method manually:

1. Select API > Client.
2. Expand the GlideForm class.
3. Locate and select the method of interest.
• The method's syntax is documented in the middle-column of the page. Most methods
have their parameters and return value documented.
• If an example is included, it is located to the right of the method's documentation.

Scripting in ServiceNow Fundamentals 95

• g_form.getValue() is a very commonly used g_form method

• Retrieves a field value from the form (not the database)
• Pay close attention to the field's data type when using this method
var <varName> = g_form.getValue('<field_name>'); Syntax
var incPriority = g_form.getValue('priority'); Example

Since JavaScript is weakly typed, it is not always necessary to verify data type when scripting. In the
case of the g_form.getValue() method however, you must pay attention to data type or your script
may have unexpected results.

The g_form.getValue() method always returns a string despite the data type of the field. If returning
a number is important, use the g_form.getIntValue() or g_form.getDecimalValue() methods instead.

IMPORTANT
This method cannot retrieve values from the database, it retrieves values from forms even
if the field is not visible in the current view or to the logged in user.

Scripting in ServiceNow Fundamentals 96

• g_form.getValue('number')
– Returns the field's content exactly as it appears on the form
– The Number [number] field is a text field

Right-click a field's label and select Show – '<field_name>' from the Context menu to confirm a
field's data type.

Scripting in ServiceNow Fundamentals 97

• g_form.getValue('impact')
– Returns the value of the selection, not the user friendly label
– The Impact [impact] field is a choice list

To see a choice list's values, right-click the field's label and select Show Choice List.

Scripting in ServiceNow Fundamentals 98

• g_form.getValue('caller_id')
– Returns the sys_id of the referenced record
– The Caller [caller_id] field is a reference field

A sys_id is the database's unique key for a record.

TIP FROM THE FIELD

The examples shown have used the alert() method in a Client Script to show the value of a
single field. You can see several field values at once without a Client Script. If you have the
'admin' role, select Show XML on the form’s Context menu. This will display the record’s
data in XML format.

Scripting in ServiceNow Fundamentals 99

• The GlideUser API provides useful methods to access information about the
currently logged in user
• Access GlideUser methods using the g_user global object

For the form shown, the g_user object contains the following properties and values for Beth Anglin:
g_user = {
userName: "beth.anglin",
userID: "46d44a23a9fe19810012d100cca80666",
firstName: "Beth",
lastName: "Anglin"
}

Script used for the alert shown:

function onSubmit() {
if(g_form.isNewRecord()){
alert('Thank you for submitting this Incident ' +
g_user.firstName);
}
}

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© 2019 ServiceNow, Inc. All Rights Reserved
Client-side APIs: g_user Object Properties and Methods
•g_user properties • g_user methods
–firstName – getClientData()
–lastName – getFullName()
–userID – hasRole()
–userName – hasRoleExactly()
– hasRoleFromList()
•g_user property syntax – hasRoles()
g_user.<property> • g_user method syntax
g_user.<method_name>(parameter
information);
Example:
alert("Logged in user: " + Example:
g_user.userName); if (g_user.hasRole('itil'){
alert("Logged in user is a
Fulfiller");
}

getClientData() – returns the session client value previously set with the putClientData() method.
getFullName() – returns the logged in user's first name and last name separated by a space.
hasRole() – returns true if the logged in user has the specified role or has the admin role.
hasRoleExactly() – returns true only if the logged in user has the specified role.
hasRoleFromList() – returns true if the logged in user has at least one role from the passed in list or
has the admin role.
hasRoles() – returns true if the logged in user has any role.

IMPORTANT
DO NOT rely on g_user methods to apply security. Client-side security is easily defeated
using developer tools built into browsers. Access Control or another server-side security
strategy is recommended.

Scripting in ServiceNow Fundamentals 101

• Lab 2.2
– Time: 20-25m
– g_form and g_user
• Practice writing a Client Script using the g_form and g_user
objects and their methods

Scripting in ServiceNow Fundamentals 102

Lab Summary
You will achieve the following:
• Practice writing a Client Script using the g_form and g_user objects and their
methods. When this lab is completed you will be able to mark a Cloud Dimensions'
Phase II requirement complete.

Business Problem

At Cloud Dimensions, a Major Incident Manager is responsible for submitting Priority-1 (P1)
Incidents. This ensures the Incident adheres to strict process and communication guidelines.

Twice in the last 6 months, the on-duty Major Incident Manager was not available to perform
this duty and the initial information provided in the record by the IT analyst was not complete.
This created additional havoc when management received incomplete P1 Email Notifications.

Project Requirement

A P1 Incident record is expected to have the following fields populated before it is submitted:

• Category
• Configuration Item
• Assignment group
• Short description

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© 2019 ServiceNow, Inc. All Rights Reserved
The fields should not be mandatory in the event the information required to populate them is
not known at the time of the initial submission. If this is the case, details as to why the
information is missing should be added to the 'Additional comments' field.

Cloud Dimensions is requesting this functionality be built into the Incident form:
• If the person creating the record is NOT a Major Incident Manager, then the agent
creating a P1 Incident should be prompted to confirm the minimum Major Incident
information is included in the record before it is submitted.
• Instructions on how to handle unavailable mandatory details should be included as
well.

A. Preparation
1. Create a new role for the Major Incident Manager.

a) Navigate to User Administration > Roles.

b) Select New to create a new Role.

Name: major_inc_mgr
Description: Role required for Major Incident Managers

c) Select Submit.

2. Create a new Major Incident Manager Group to identify the organization's Major
Incident managers and give the Group the major_inc_mgr Role.

a) Open User Administration > Groups.

b) Select New to create a new Group.

Name: Major Incident Managers
Description: Major Incident Managers

c) Save the record, remain on the form.

d) Select the Edit button on the Roles Related List and add the major_inc_mgr role
to the list.

e) Select the Edit button on the Group Members Related List and add Beth Anglin,
Christen Mitchell, and Don Goodliffe to the list.

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B. Use both g_form and g_user methods in a Client Script
1. Create a new Client Script.
Name: Lab 2.2 Confirm Major Incident Details
Table: Incident [incident]
UI Type: Desktop
Type: onSubmit
Active: Selected (checked)
Inherited: Not selected (not checked)
Global: Selected (checked)
Description: Confirm initial P1 details are included if the Incident creator is not
a Major Incident Manager

2. Examine the pseudo-code for the script you will write:

When the form is submitted, saved or updated

• If Impact and Urgency are both high and the user does not have the
major_inc_mgr role
• Create the ans variable to store the user's response to a confirmation box asking
them to ensure base information is included in the record before submitting a
Priority-1 incident
• If the user cancels the submission
o Generate an alert stating the incident was not submitted and provide
instructions to use the Additional comments field if Major Incident base
information is missing
o Add a field message below the Category, Configuration item, Assignment
group and Short description fields identifying them as Major Incident base
fields
• Return true or false based on the confirmation box response

Scripting in ServiceNow Fundamentals 105

4. Select Submit.

C. Test Your Work

1. Create a new Incident, populate the mandatory fields, and set both the Impact and
Urgency values to 1-High.

2. Save the record. Remain on the form.

3. When the confirmation window opens, cancel the submission.

4. What happened to the Incident form when you cancelled the submission? Was the
Incident submitted?

_________________________________________________________________

5. Modify the confirmation dialog box in the script so the confirmation message
includes the logged in user's first name. Which property do you need to use?

_________________________________________________________________

6. Test the modified script. Was the logged in user's first name included? If not, debug
and re-test.

Scripting in ServiceNow Fundamentals 106

a) Select the System Administrator avatar on the

Header bar’s top-right corner to display the Logged- TIP FROM
in User's Context menu. THE FIELD:
As an administrator,
b) Select Impersonate User. you will use
impersonate quite
often. The shortcut to
open impersonate is
control + option + i
on Mac and Ctrl +
Alt + i on Windows.

c) Enter Beth Anglin, Christen Mitchell, or Don Goodliffe in the Search for user
field and select the record when it appears in the drop-down list. The page will
refresh and their avatar will appear on the Header bar.

8. Create a new Incident, populate the mandatory fields, and set both the Impact and
Urgency values to 1-High.

9. Save the record, remain on the form. Did the confirmation message display? Explain
why not:

_________________________________________________________________

10. Repeat steps 7a-7c to end the impersonation. You should be logged in as the System
Administrator when this step is complete.

11. Make the Lab 2.2 Confirm Major Inc Details Client Script inactive.

Lab Completion
Good job! You have successfully used g_form and g_user methods and properties in a script,
as well as practiced impersonating users to confirm the successful execution of a role based
on specific role conditions.

Scripting in ServiceNow Fundamentals 107

Client Script Overview

Client-side APIs

Client-side Debugging

Mobile Client Scripts

Script Versions

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Client-side Debugging: Debugging Client Scripts –
Desktop
• Many times your scripts do not work as expected
• You can debug them using the following strategies:
– ServiceNow built-in client-side debugging tools
• Script debug messages
• JavaScript Log and jslog()
• Response Time Indicator

– JavaScript debugging tools

• alert()
• try/catch
– Browser tools (e.g. JavaScript console, Web Console)
– 3rd party tools (e.g. Firebug)

In some cases, more than one debugging strategy may need to be used.

The built-in and JavaScript debugging tools will be reviewed.

Scripting in ServiceNow Fundamentals 109

• Include addInfoMessage() and addErrorMessage() methods in your script

Pros: Cons:
– Convenient strategy as messages – Statements must be removed before
appear on the form being tested moving scripts to other instances
– Other users see the message(s)
– Write any debugging
information you want
as messages are not
restricted to field
values

The showFieldMsg() method can also be used to display debugging output next to a specific field.

All users are affected when the addInfoMessage(), addErrorMessage(), and showFieldMsg()
methods are used as everyone sees the output on the form. In a multiple administrator/developer
environment this approach has the potential to be confusing. Consider including code in your
debugging scripts to include your name in the output or to hide the output from other users.

• Include a g_user property in the script to identify yourself in the message. Example:
g_form.addInfoMessage(g_user.firstName + ", the value of caller_id
is: " + g_form.getValue('caller_id'));

• Include a g_user property in combination with an IF statement to display the message only to
you. Example:
if(g_user.userName == 'admin'){
g_form.addInfoMessage("The value of caller_id is: " +
g_form.getValue('caller_id'));
}

TIP FROM THE FIELD

Create a Debug Syntax Editor Macro to quickly insert commonly used debugging code.

Scripting in ServiceNow Fundamentals 110

• Log file
• Runs on the browser
• Use the jslog() method to send information to the JavaScript Log

jslog( ) output

Follow these steps to open the JavaScript Log (admin users only):
1. Select the System Settings (gear) icon on the Header bar.
2. Turn the JavaScript Log and Field Watcher button on. The JavaScript Log opens at the bottom of the
page (Small, Medium, and Large buttons allow you to select your preferred window size).
3. Create the conditions necessary to test your script.
4. View jslog() messages in the JavaScript Log.

The JavaScript Log appears only for the admin user who opened it; no other users are impacted.

If the JavaScript Log closes, use the JavaScript Log and Field Watcher button on the System Settings menu to
re-open it. It must remain open in order to debug.

The JavaScript Log is only available in Desktop mode; it is not available in the Tablet or Mobile operating
systems.

Any argument passed to the jslog() method appears in the JavaScript Debug window. Such as:
• Strings
• g_form or g_user properties or methods
• Variables
• JavaScript string escape characters such as "\n" (new line) and "\t" (tab).

TIP FROM THE FIELD

Prepend your jslog() messages with an easily identifiable string such as the script name or your initials so you
can quickly search through the debug messages. In this example, the string "LOG MSG!!" is used.
jslog("LOG MSG!! The value of Priority is: " +
g_form.getValue('priority'));

Scripting in ServiceNow Fundamentals 111

• Useful for locating the cause of slow page loads

• Times are in milliseconds
– Network
– Server
– Browser

• Select the browser link to see a detailed breakdown of the browser

processing times on forms

Use this strategy to look for Client Script issues causing long load times.

Administrators can disable the Response Time Indicator by setting the glide.ui.response_time
property to false.

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Client-side Debugging: JavaScript Debugging
Tool – Try/Catch
• JavaScript debugging strategy used to trap runtime errors
• This example passes the Syntax Check but has a runtime error

Try/Catch syntax:
try{
//code to execute goes here
}
catch(err){
//code to deal with error here
}

err is a JavaScript object with properties description, message, name, and number.

You can throw your own error messages for the catch function using the JavaScript throw() function.
Try/catch only traps runtime errors. Using throw() you can also catch user errors such as entering an
invalid data value in a field.

Scripting in ServiceNow Fundamentals 113

• Lab 2.3
– Time: 20-25m
– Debugging Client Scripts
• Practice debugging a Client Script

Scripting in ServiceNow Fundamentals 114

Lab Summary
You will achieve the following:
• Debug a Client Script using ServiceNow and JavaScript strategies.

A. Preparation
1. Locate and open the Lab 2.3 Client Script Debugging Client Script for editing.

2. Select the Active checkbox to make the script active.

3. Examine the pseudo-code for the script:

• When the value of Impact changes
• Store the current value of State in the variable incState
o If the value of incState is 1
§ Add a decoration to the State field
§ Have the State label flash the color teal
o If Impact has the value High or Medium
§ Remove the State choice list options On Hold, Resolved, Closed, and
Canceled
§ Log a message to the top of the form confirming the State options
removal
o Else if the form is not loading and Impact does not have the value High or
Medium
§ Clear the State choice list
§ Add options back to the State choice list
§ Set the State field to the value of incState

4. Consider saving the record as a favorite as you will be opening it a few times
throughout the lab. Select Create Favorite on the form's Context menu.

5. Select Update.

Scripting in ServiceNow Fundamentals 115

2. Without changing the value of the State field, open the drop-down choice list and
make a mental note of the available options.

3. Update the value of Impact to 1-High.

4. Confirm the Lab 2.3 Client Script Debugging Client Script executed as expected.
Expected Behavior Occurred?
A decoration appeared to the left of the State field
The State's label flashed teal for four seconds
The State choice list options now only include 'New' and 'In ü
Progress'
An Information Message appears at the top of the form confirming ü
the State options removal

C. Use jslog() to confirm Variable Values and Script Execution

1. Open the Lab 2.3 Client Script Debugging Client Script.

2. Use the jslog() method in strategic places to debug your script. If you require
assistance, you can use this script as an example of how to include jslog() messages
in your script.

3. Select Update.

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D. Turn on the JavaScript Log and Field Watcher
1. Select the System Settings (gear) icon on the right-side of the banner frame.

2. Select Developer.

3. Turn the JavaScript Log and Field Watcher switch on.

4. Close the System Settings window when you are ready to proceed.

E. Force the Updated Script to Execute

1. Create a new Incident.

2. Select the Clear log icon ( ) to remove any existing log messages.

3. Select your preferred view (Small, Medium, or Large) so the log messages are visible
at the bottom of your screen.

4. Update the value of Impact to 1-High.

5. Review the log messages in the JavaScript Log.

• What is the value currently in the incState variable? ______
• What should it be? ______
• Does the string "LINE 11 EXECUTED!" appear as a logged message? _______

6. What can you conclude regarding the debugging output currently in the JavaScript
Log?

____________________________________________________________________

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© 2019 ServiceNow, Inc. All Rights Reserved
7. At this point, you know something is wrong with the value in incState variable.
Before leaving the Incident form, double-check the State field name by right-clicking
the field's label. What is the exact spelling of the State field name? _____________

8. Open the Lab 2.3 Client Script Debugging Client Script.

9. Locate the statement at the beginning of your script that reads:

var incState = g_form.getValue('incident');

Review the State field name in this statement, does it match the field name you
documented in step-7? _________

10. Update the statement to

var incState = g_form.getValue('state');

11. Select Update.

12. Force your updated script to execute by creating a new Incident. If you closed the
JavaScript Log, re-open it.

13. Clear the JavaScript log.

14. Update the value of Impact to 1-High.

15. Confirm the Lab 2.3 Client Script Debugging Client Script executed as expected.
Expected Behavior Occurred?
A decoration appeared to the left of the State field ü
The State's label flashed teal for four seconds ü
The State choice list options now only include 'New' and 'In ü
Progress'
An Information Message appears at the top of the form confirming ü
the State options removal

16. Review the messages in the JavaScript Log.

• Is the value of incState 1? __________
• Does the string "LINE 11 EXECUTED!" appear as a logged message? _________

17. If you answered No to any of these questions in steps 15 or 16, debug and re-test.

Scripting in ServiceNow Fundamentals 118

19. Review the InfoMessage at the top of the form. Are you the only person who can
see this script output?

____________________________________________________________________

20. Form messages are a good debugging strategy as the results are instantly presented
the top of the form you are testing on. Would this type debugging strategy be best
in a development or production instance?

____________________________________________________________________

F. Explore Built-in Debugging Messages

1. Open another Incident where the value of Impact is 1-High or 2-Medium.

2. Update the value of Impact to 3-Low.

3. Examine the built-in debugging provided by the platform below the Impact field.
Correct any errors in the script and re-test until no errors remain.

Hint: You will find the list of available GlideForm methods on developer.servicenow.com very
helpful for this step.

G. Explore Debugging While Impersonating

1. Impersonate Beth Anglin.

2. Can Beth turn the JavaScript Log and Field Watcher on? Why or why not?

____________________________________________________________________

3. Beth Anglin does not have the 'admin' role and therefore cannot impersonate other
users. Return to the System Administrator, then impersonate Fred Luddy.

Scripting in ServiceNow Fundamentals 119

____________________________________________________________________

5. Based on this test, what can you conclude regarding the JavaScript Log and Field
Watcher while you are impersonating another user?

____________________________________________________________________

6. End the impersonation. You should be logged in as the System Administrator when
this step is complete.

7. Open the Lab 2.3 Client Script Debugging Client Script.

• Remove any debugging statements.
• Make the Client Script inactive.

8. Select Update.

9. If you saved the Client Script as a Favorite at the beginning of the lab, you can
remove it from the list now as you have completed debugging it.

Lab Completion
Well done! You have successfully debugged a script using client-side debugging methods.

Scripting in ServiceNow Fundamentals 120

Client Script Overview

Client-side APIs

Client-side Debugging

Reference Objects

Script Versions

Scripting in ServiceNow Fundamentals 121

• Reference Object records exist on a table other than a form's currently

loaded table
• Reference Object data is not loaded into forms
• Client-side scripts only have access to data on forms

"Accounts Payable printer issues occur so

infrequently, I always have to look up the correct
Assignment group. It would be great if the 3.5"
'Assigned to' field would automatically populate
when I select the CI."

1st Level Support

When writing client-side scripts, you have access to all form fields and their values. Reference
Object fields exist on forms but the Reference Object record itself is not loaded into the form.

Scripting in ServiceNow Fundamentals 122

• Forms only store a Reference Object's sys_id

• Reference Object fields cannot be directly referenced from a Client Script
• Retrieving Reference Object fields requires a trip to the server and back
– Server trips take time
– Make as few trips as possible!!

Database
Server

ServiceNow Data Center

A reference field stores a sys_id for the record it references in the database, but the sys_id is not
shown. The reference field shows the record's display value on the form.

Scripting in ServiceNow Fundamentals 123

• Returns a Reference Object's record client-side

Step 3:
Execute logic after the object returns from
the server

Step 1: Step 2:
Request a record Requested record returned
from the database from the database

recordObj = {
prop1: value1,
prop2: value2,
….
propN: valueN
}

The following occurs when a script requests a record on another table in the database:
1. A client-side script requests a record from the database.
2. The server retrieves the requested record from the database and passes the record back to
the calling client-side script as an object.
3. The callback function logic executes when the object returns from the server.

The g_form.getReference() method runs asynchronously when a callback function is used. When the
record is returned to the calling script, the logic in the callback function executes. If the callback
function is omitted, the g_form.getReference() method runs synchronously.

Scripting in ServiceNow Fundamentals 124

• Syntax
g_form.getReference(field_name,callback_function)

• Example

In the example shown, the callerInfo() function is called only after the caller_id record is returned
from the server.

Scripting in ServiceNow Fundamentals 125

• Synchronous (bad practice and will not work on mobile)

var userRecord = g_form.getReference('caller_id');
alert("User ID: " + userRecord.user_name + "\nLocked Out: " + userRecord.locked_out);

• Also synchronous (bad practice and will not work on mobile)

var callerEmail = g_form.getReference('caller_id').email;
alert("Caller email = " + callerEmail);

• Asynchronous (Good, but not the best!)

var userRecord = g_form.getReference('caller_id', callerInfo);

function callerInfo(userRecord){
alert("User ID: " + userRecord.user_name + "\nLocked Out:"
+ userRecord.locked_out);
}

Synchronous getReference() method calls lock the form until the requested record is returned from
the database. Asynchronous execution allows users to continue using the form while the method
call executes.

The first example executes synchronously resulting in a poor user experience. getReference()
without a callback function will not run on the Mobile platform.

The second example also executes synchronously and returns only one field's value. The
performance penalty is the same as for the first example.

The third example demonstrates how to make an asynchronous call to the server. While this was
considered to be a best practice for some time, using g_form.getReference retrieves all fields from a
requested GlideRecord. Typically, the client may only need one field. This can have an impact on
performance. This has been included so you are aware of its use. We will discuss a better way later.

Scripting in ServiceNow Fundamentals 126

• Lab 2.4
– Time: 15-20m
– Client Scripting with Reference Objects
• Practice writing, testing, and debugging a Client Script that works
with Reference Objects

Scripting in ServiceNow Fundamentals 127

Lab Summary
You will achieve the following:
• Practice using the getReference() method to retrieve records for Reference Objects.
You will write a script to automatically set the Priority, Risk, and Impact to Low if the
Configuration item is 3D Pinball.

A. Client Scripting with Reference Objects

1. Create a new Client Script.
Name: Lab 2.5 Reference Objects
Table: Change Request
UI Type: Desktop
Type: onChange
Field: Configuration Item
Active: Selected (checked)
Inherited: Not selected (not checked)
Global: Selected (checked)

2. Examine the pseudo-code for the script you will write:

• When the Configuration Item field on a Change Request is changed
o Request the CI record from the server and execute the callback function.
o In the callback function
§ If the CI is '3D Pinball'
• Set the Priority to Low, Risk to None, and Impact to Low.
• Make the Priority, Risk, and Impact fields read-only.

Scripting in ServiceNow Fundamentals 128

4. Select Submit.

B. Test Your Work

1. Create a new Normal Change Request.

2. Enter 3D Pinball in the Configuration Item field.

3. Are the Priority, Risk, and Impact fields set correctly? Are they read-only? If not,
debug and re-test.

4. Change the Configuration Item to anything except 3D Pinball.

5. Are the Priority, Risk, and Impact fields read-only? Should they be?

_____________________________________________________________

6. Modify the script so the Priority, Risk, and Impact fields are editable if the Configuration
Item is not 3D Pinball. (Script on the next page.)

Scripting in ServiceNow Fundamentals 129

8. Test and if required, debug.

C. Make a Second getReference() Call in the Same Script

1. Modify the script to display the Requested by user's email address in the Description
field by using a second getReference() method call and callback function. (Script is
on the next page.)

Scripting in ServiceNow Fundamentals 130

3. Test and if required, debug.

4. Make the Lab 2.5 Reference Objects script inactive.

Lab Completion
Well done! You successfully created a Client Script that required two separate getReference()
calls that executed two different actions when one field changed on the form.

Scripting in ServiceNow Fundamentals 131

Client Script Overview

Client-side APIs

Client-side Debugging

Reference Objects

Script Versions

Scripting in ServiceNow Fundamentals 132

• Track changes to the record

• Created automatically every time a script is saved, submitted, or updated
• Can compare versions to see differences
• Can revert to a previous version of a script
Located at the bottom of the form

Script versions are available for other script types and are not unique to Client Scripts.

Update Sets do not include every version. If you migrate a script from one instance to another, only
the most recent version of the script is included in an Update Set.

Scripting in ServiceNow Fundamentals 133

Compare to the current version Compare any two versions

1. Right-click the version record and select 1. Select checkboxes beside two versions
Compare to Current on the Context 2. Select Compare on the Actions on selected
menu rows… menu

The Versions Related List is visible baseline. In the event it is not, open the record's Context menu
and select Configure > Form Layout. Add Versions to the Selected column and save the change.

Scripting in ServiceNow Fundamentals 134

• Highlights the fields that differ

– Update settings in the Current Version
– Overwrite settings from the Selected Version to the Current Version
– Revert to the Selected Version

Select a
different field
Overwrite the
current value of
the field with
value from the Select to edit
selected version script

The Compare to Current page is customizable.

Select the Revert to Selected Version button at the top of the form to overwrite the Current Version
record with the Selected Version record.

Select the Save Merge button to save changes made to the Current Version while on the Compare
to Current page.

Scripting in ServiceNow Fundamentals 135

• Select the Compare to

Current or Revert to this
version Related Link

You can easily undo recent changes to a script by selecting the Revert to this version Related Link to
revert to a previous version.

Scripting in ServiceNow Fundamentals 136

User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed
Database Requirements
3 Identify Incident records with RCA documentation
4 Populate Change's CAB date field with next CAB meeting date
5 Prevent Problems from re-opening if closed for more than 30 days
6 Update Problem and Child Incidents with RCA details from parent Incident
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations

Lab 2.2 fulfills requirement 1.

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© 2019 ServiceNow, Inc. All Rights Reserved
Client Scripts
• Use the g_form methods to manage the form and form fields
• Use the g_user properties and methods to access information
about the currently logged-in user
Good Practices

• Make as few calls to the server as possible

• Include a callback to make getReference() calls asynchronous
• Use try/catch to find runtime errors
• Use methods and debugging strategies appropriate to Mobile, Desktop,
or both
• Comment your scripts!!

Additional resources for Client Script Best Practices:

• Search for the Client script best practices article on docs.servicenow.com.
• Search for the Six ways to Improve the Performance of Client Scripts blog article on
community.servicenow.com.

Scripting in ServiceNow Fundamentals 138

Core Concepts Real World Cases

Client Scripts execute in the browser •Why would you use these
capabilities?
The g_form object has access to a form's fields
and data
The g_user object has access to information about
the currently logged-in user
•When would you use these
capabilities?
Reference records are retrieved with the
getReference() method and a callback function
Design your scripts for Mobile, Desktop, or both
•How often would you use these
capabilities?
Quickly undo changes by reverting to an older
version of a script

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 139

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow Fundamentals 140
© 2019 ServiceNow, Inc. All Rights Reserved
Module 3: UI Policies
Scripting Ov erv iew Module Objectives
Client Scripts – Define what a UI Policy is
UI Policies – Know when to use UI Policies
– Write, test, and debug UI Policies
Catalog Scripting
– Discuss Client Scripts versus UI Policies
Business Rules

GlideSystem
Labs
GlideRecord
Lab 3.1 Incident Resolved / Closed UI Policy
Ev ents

Script Includes

UI Actions

Flow Designer

In this module you will write, test, and debug UI Policies.

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© 2019 ServiceNow, Inc. All Rights Reserved
What is a UI Policy?
• Defines the behavior and visibility of fields on a form
– Mandatory
– Visible
– Read-only
• Condition must be true for it to execute After UI Policy executes
• 'Number' is read-only
• Execute after Client Scripts • 'Configuration item' is mandatory
• 'Priority' is not visible
Baseline Problem form

In the basic case UI Policies do not require scripting. In the example shown, no scripting was
required to:
• Make the Number field read-only.
• Make the Configuration item field mandatory.
• Hide the Priority field.

Client Scripts can also hide fields, show fields, and make fields mandatory. If you can, always use a
UI Policy instead of a Client Script for faster load times and easier maintenance.

What Exists Baseline?

FAQ’s

• More than 1300 UI Policies exist baseline

Where can this be found?

• Navigate to the System UI > UI Policies module to create or modify UI Policies.

IMPORTANT
UI Policies do not run unless their condition is met. In some cases, UI Policies do not have
a condition – these UI Policies execute every time a form loads and/or is changed.

Scripting in ServiceNow Fundamentals 142

• Ability to script complex conditions and execute advanced behavior

– Show/Hide sections (tabs)
– Remove/add/change/validate data in fields
• Full power of JavaScript

Example:
UI Policy ensures Comments
are mandatory when an
Approval is rejected

g_form.showFieldMsg( )
method used to include
instructions

UI Policy scripts execute client-side.

This example occurs when the baseline Comments mandatory on rejection UI Policy executes.

Scripting in ServiceNow Fundamentals 143

• Trigger specifies when to execute When to execute

• UI Policy Actions and/or Scripts
specifies what to execute
• Every field in the record can be
evaluated even if it is not visible on
the form (UI16 and UI15)
• UI Policies do not have a Name field
–Use the Short description field as What to execute
a pseudo name
• Not all UI Policies require scripting

The Advanced view of the UI Policy form is presented baseline. Select the Default view Related Link
to remove the advanced fields.
There is a basic four step strategy to create a new UI Policy:
1. Configure the UI Policy trigger:
Table – table to which the UI Policy applies.
Application – identifies the scope of the UI Policy.
Active – select the checkbox to make the UI Policy active.
Short description – supply a short explanation of what the UI Policy is for. The value in this
field appears in the debugging information.
Order – the sequence in which UI policies are applied, from lowest to highest. Use when
there are multiple UI Policies for the same table that may contain conflicting logic.
2. Configure the the When to Apply conditions (when the UI Policy will run).
3. Save (not Submit) the record.
4. Configure the UI Policy Actions (what the UI Policy will do):
Field name - field for which the UI Policy applies an action.
Mandatory - how the UI Policy affects the mandatory state of the field.
Visible – how the UI Policy affects the visible state of the field.
Read Only – how the UI Policy affects the read-only state of the field.
IMPORTANT
Although a UI Policy can evaluate any field in a record regardless if it is visible by the end
user, the field specified in a UI Policy Action does need to be present on the form. For
UI11, ensure any field called by a UI Policy exists on the form.

Scripting in ServiceNow Fundamentals 144

• UI Policies execute based on evaluation of the Conditions

– Build conditions with the Condition Builder rather than scripting for better performance
– If left blank, the UI Policy logic always executes

The Condition Builder is not unique to UI Policies; the feature is used across the platform.

Global – the UI Policy applies to all form views if selected.

View – name of the specific form view to which the UI Policies applies. Visible when the Global field
is not selected. If the Global field is not selected and the View field is left blank, the script applies
the default view.
Reverse if false – UI Policy actions are reversed and the Execute if false script executed when its UI
Policy conditions evaluate to false.
On load – execute on form load and form change.
Inherit – apply this script to any extended tables when selected.

IMPORTANT
Conditions are only re-evaluated if a user manually changes a field on the form; if the
change is made by the system it will not be rechecked. Use Data Policies, which are not
scriptable, to manage the mandatory and read-only state of fields for records not changed
on a form.

Scripting in ServiceNow Fundamentals 145

• Select Run scripts on the Script tab to access the scripting fields
• Can write a script in one or both fields
• UI Policy Scripts execute client-side

Run scripts in UI type – select whether the script executes for Desktop only, Mobile/Service Portal,
only or All environments.
Execute if true – JavaScript executes when the UI Policy Condition tests true.
Execute if false – JavaScript executes when the UI Policy Condition tests false.

The onCondition() function in the appropriate UI Policy script fields is automatically called when the
condition returns true or false.

IMPORTANT
The Reverse if false (located on the 'When to Apply' tab) field must be selected in order for
the Execute if false script to execute.

Scripting in ServiceNow Fundamentals 146

• Local variables declared in a script

• Predefined client-side Global variables such as
– g_form (GlideForm)
– g_user (GlideUser)
– g_scratchpad (in conjunction with a Display
Business Rule, Module 5)

ServiceNow client-side global variables:

g_form – object whose properties are methods used to manage the form and its fields in the record.
g_user – object whose properties contain session information about the currently logged in user
and their role(s).
g_scratchpad – object passed to a UI Policy from a server-side script known as a Display Business
Rule. The object’s properties and values are determined by the server-side script.

Scripting in ServiceNow Fundamentals 147

• Must be enabled/disabled
– System Diagnostics > Session Debug > Debug UI Policies
– System Diagnostics > Session Debug > Disable UI Policies Debug
• Output appears in the JavaScript Log window
• Shows evaluation of condition and script processing

UI Policy Short Description

Table

UI Policy Action Processing Condition Evaluation Result Individual Condition Line Item Evaluation

All of the Client Script debugging strategies reviewed in the previous module also work for UI
Policies. In addition, UI Policies have the Debug UI Policies option. This is the only debugging
strategy for seeing the evaluation of a UI Policy's Condition.

Scripting in ServiceNow Fundamentals 148

• Lab 3.1
– Time: 20-25m
– Incident Resolved / Closed UI Policy
• You will write, test, and debug a UI Policy

Scripting in ServiceNow Fundamentals 149

Lab Summary
You will achieve the following:
• Write, test, and debug a UI Policy
• The UI policy should:
o Trigger when the State is set to Resolved.
o Change Urgency and Impact fields to read-only.
o Change the Resolved by field to mandatory.
o Display an Info Message.
• A Cloud Dimensions' Phase II requirement will be complete.

Business Problem

1. When closing Incident records, IT analysts are changing the value of the Impact and
Urgency fields in an effort to manipulate SLA results.

2. In addition to the baseline mandatory fields when a record is put in a Resolved or

Closed state, the Incident Management team would also like to consistently capture
who is resolving Incidents for reporting purposes.

3. IT Analysts do not always remember to populate the Closure Information fields as

they are on a different tab, and are frustrated with the amount of times they are
presented with the 'Mandatory fields were missed' alert after they attempt to save
the record. They have requested a message on the form, reminding them which
fields are mandatory before they attempt to save the record.

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© 2019 ServiceNow, Inc. All Rights Reserved
Project Requirement
Because every requirement is based on the same Incident condition, only one UI Policy is
required to solve all of the business problems. When an Incident’s state is Resolved or Closed:
• Make the Impact and Urgency fields read-only.
• Make the Closed by field mandatory.
• Configure an Info Message reminding users which fields are mandatory before they
attempt to save a record.

A. Create a UI Policy
1. Navigate to System UI > UI Policies.

2. Create a new UI Policy.

Table: Incident [incident]
Active: Selected (checked)
Short Description: Lab 3.1 Incident Resolved or Closed
Order: 100
Condition: State | is one of | Resolved + Closed
(Hold the 'Shift' key down to select both items in the list)
Global: Selected (checked)
On load: Not selected (not checked)
Reverse if false: Selected (checked)
Inherit: Not selected (not checked)

3. Save the record, remain on the form.

Scripting in ServiceNow Fundamentals 151

a) Scroll down to the UI Policy Actions Related List and select the New button.

b) Configure the UI Policy Action:

Field name: Urgency

Mandatory: Leave alone
Visible: Leave alone
Read Only: True

c) Select Submit.

d) Examine the record you just created in the list of UI Policy Actions. Notice the red
dot to the left of urgency? This indicates there is an error that requires attention.
Select the urgency link to open the record.

e) An error message appears indicating there are multiple UI Policies with the same
Order for this field. Select the Make fields read-only on close link in the error
message to open the conflicting UI Policy record.

f) If the Default view of the form opens, select the Advanced view Related Link to
display the Order field. Record the Order of the Make fields read-only on close UI
Policy here:

__________________________

g) Return to the Lab 3.1 Incident State Resolved UI Policy. If the Default view of the
form opens, select the Advanced view Related Link.

h) Change the Order field value to a value greater than the conflicting UI Policy
Order field's value.

i) Save the record, remain on the form.

j) Notice the red dot to the left of the urgency UI Policy Action is no longer visible.

Scripting in ServiceNow Fundamentals 152

Impact: Read only

Closed by: Mandatory

6. On the Script tab, Select (check) the Run scripts field.

7. Examine the following pseudo-code for the Execute if true script you will write:
• When the condition is true
o If the Closed code, Closed notes, or Resolved by fields do not have values
§ Display an Information Message reminding the analysts mandatory fields
are required before saving the record.

8. Write the Execute if true script:

9. Select Update.

B. Test Your Work

1. Open an existing Incident.

2. Set the value of State to Resolved or Closed.

3. Did the Information Message appear at the top of the form? If not, debug and re-
test.

4. If the user updating a record selects one of these two states in error and
immediately sets the value of State back to In Progress, does the Info Message at
the top of the form disappear?

5. Open the Lab 3.1 Incident Resolved or Closed UI Policy.

Scripting in ServiceNow Fundamentals 153

7. Select Update.

8. Open an existing Incident.

9. Set the value of the State field to Resolved or Closed.

10. Once the Info Message appears at the top of the form, update the value of State to
In Progress? Does the Info Message at the top of the form disappear? If not, debug
and re-test.

11. Does the Reverse if false field need to be selected in order for the Execute if false
script to execute?

____________________

12. When a UI Policy condition is not met and the Reverse if false field is selected, does
the reverse of what is scripted in the Execute if true field occur?

_____________________________________________________________________

C. Practice Debugging a UI Policy

1. Select System Diagnostics > Session Debug > Debug UI Policies to enable UI Policy
debugging.

2. Open the JavaScript Log and Field Watcher pane.

3. Open an existing Incident.

4. Select the Clear log button ( ) to remove any messages in the JavaScript Log.

5. Force the UI Policy to execute again by setting the value of State to either Resolved
or Closed.

6. Locate the debugging information in the JavaScript Log for the Lab 3.1 Incident
Resolved/Closed UI Policy.

Scripting in ServiceNow Fundamentals 154

© 2019 ServiceNow, Inc. All Rights Reserved
7. Examine the debugging information for the evaluation of the condition of this lab's
UI Policy. What did the condition evaluate to?

____________________

8. Are the correct fields read-only or mandatory?

____________________

9. Select the Clear log button ( ) to remove any messages from the JavaScript Log.

10. Set the value of State to In Progress.

11. Locate the debugging information in the JavaScript Log for the Lab 3.1 Incident
Resolved/Closed UI Policy.

12. Examine the debugging information for the evaluation of the condition. What did
the condition evaluate to?

____________________

13. Examine the debugging information for the UI Policy Actions. Were the correct fields
made read-only or mandatory?

____________________

14. Close the JavaScript Log and Field Watcher pane.

15. Disable UI Policy Debugging by selecting System Diagnostics > Session Debug >
Disable UI Policies Debug on the Application Navigator.

16. Make the Lab 3.1 Incident Resolved/Closed UI Policy inactive.

Lab Completion
Great job! You successfully created a UI Policy that works everywhere in the platform.

Scripting in ServiceNow Fundamentals 155

User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation
4 Populate Change's CAB date field with next CAB meeting date
5 Prevent Problems from re-opening if closed for more than 30 days
6 Update Problem and Child Incidents with RCA details from parent Incident
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations

Lab 3.1 fulfills requirement 2.

Scripting in ServiceNow Fundamentals 156

Client UI Policy
Script
Execute on form load ✔ ✔
Execute on form save/submit/update ✔
Execute on form field value change ✔ ✔
Have access to a field's prior value ✔
Execute on list field value change(s) ✔
Execute after Client Scripts ✔
Require scripting ✔

Client-side scripts manage forms and their fields. Client Scripts and UI Policies both execute client-
side and use the same API. Use this table to determine which script type is best suited to your
application needs.

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© 2019 ServiceNow, Inc. All Rights Reserved
UI Policies
• Set onLoad to false if you do not need to execute on page load
• Use as few UI Policies as possible to avoid long page load times
• Apply conditions using the Condition Builder whenever possible so unnecessary UI
Good Practices

Policy scripts do not load

• Use the Short description field to document the UI Policy
• Add the Description field to the form to thoroughly document the UI Policy
• Comment your scripts!!

Scripting in ServiceNow Fundamentals 158

Core Concepts Real World Cases

UI Policies are used for client-side form management
•Why would you use these
capabilities?
UI Policies take actions based on scripts and/or UI Policy
Actions

•When would you use these

UI Polices can be created for tables in the same scope
capabilities?
Debug UI Policies using logging, JavaScript, and UI
Policy Debugging
•How often would you use these
Different actions are available if the condition returns
capabilities?
true or false

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 159

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow Fundamentals 160
© 2019 ServiceNow, Inc. All Rights Reserved
Module 4: Catalog Client Scripts & Catalog UI Policies
Scripting Ov erv iew Module Objectives
Client Scripts – Define what it means to be a Catalog Client Script and a
Catalog UI Policy
UI Policies
– Learn how to create Catalog Client Scripts and Catalog UI
Catalog Scripting
Policies
Business Rules – Explore how to use Catalog Client Scripts and Catalog UI
GlideSystem Policies in Variable Sets
– Discuss the data available to Catalog Client Scripts and
GlideRecord
Catalog UI Policies
Ev ents
Labs
Script Includes
Lab 4.1 Control Variable Choices Catalog Client Script
UI Actions Lab 4.2 Control Out of State Shipping Catalog UI Policy
Flow Designer

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© 2019 ServiceNow, Inc. All Rights Reserved
What is a Catalog Client Script?
• Manages the behavior of Catalog Items when presented to users

Department or
Group Catalog Populate Manager
Client Script and Name
manages the Catalog Client
display of certain Script auto-
fields on the form populates the
based on the Name and
v alue selected in Manager fields
this Multiple based on the
Choice field v alue selected in
the Group field

Catalog client scripts provide form validation and dynamic effects. This control of the form makes
the catalog reactive to a user’s inputs for an easy, curated, and rich user experience.

This is accomplished with Client Scripts that execute on the client-side (in your web browser).

Be aware that different browsers may present items in different ways. Always test your work in the
different browsers where possible (including mobile devices).

.
What exists baseline?
• 18 Catalog Client Scripts exist baseline
FAQ’s

Where can they be found?

• Navigate to the Service Catalog > Catalog Administration > Catalog Client Scripts
module to create or modify Catalog Client Scripts

Scripting in ServiceNow Fundamentals 162

When to execute

What to execute

Name: Unique name for the Catalog Client Script.

Applies to: Select the item type this Catalog Client Script applies to (A Catalog Item or A Variable
Set).
Active: Select the check box to enable the Catalog Client Script. Clear the check box to disable the
script.
UI Type: Identify where the Catalog Client Script executes (Desktop, Mobile/Service Portal, or All).
Application: Identify the scope of the Catalog Client Script.
Type: Identify when the Catalog Client Script executes (onChange, onLoad, or onSubmit).
Catalog item or Variable set: Select a Catalog Item or Variable Set from the list.
Variable name: Identify which field to watch for changes when onChange is selected as the Type.
Applies on a Catalog Item view: Select the check box to apply the Catalog Client Script to Catalog
Items displayed within the order screen on the Service Catalog. Available in the Requester view.
Applies on Requested Items: Select the check box to apply the Catalog Client Script on a Requested
Item form, after the item is requested. Available in the Fulfiller view.
Applies on Catalog Tasks: Select the check box to apply the Catalog Client Script when a Catalog
Task form for the item is being displayed. Available in the Fulfiller view.
Applies on the Target Record: Select the check box to support the Catalog UI Policy on a record
created for task-extended tables via Record Producers.
Script: Script what needs to happen when the conditions in the trigger are met.

Scripting in ServiceNow Fundamentals 163

• Manages the behavior of

Catalog Items when
presented to your users
• Condition must be true for
the policy to execute
• Offers the use of the
Condition builder to easily
configure a condition vs.
scripting it Hide Original Number
Catalog UI Policy displays the
Original Phone number field if
the replacement question is
answered 'Yes'

Variables in a Catalog UI Policy condition must be visible (even if it is hidden by another UI policy or
read-only) on the form for the condition to be tested. Catalog UI Policies can also be applied when
the variables are present in a Requested Item or Catalog Task form.

Catalog UI Policies without a condition execute every time a form loads and/or is changed.

Limited UI Policy functionality applies to the following variables:

• The Mandatory and Read only policies do not apply to the following variable types: Break,
Container Split, Container End, UI Macro, UI Macro with Label, Label, UI Page.
• The Visible policy does not apply to the following variable types: Break, Container Split,
Container End.

What Exists Baseline?

• 27 Catalog UI Policies exist baseline
FAQ’s

Where can they be found?

• Navigate to the Service Catalog > Catalog Administration > Catalog UI Policies
module to create or modify Catalog UI Policies.

IMPORTANT
Not all Catalog UI Polices require scripting!

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© 2019 ServiceNow, Inc. All Rights Reserved
Create a Catalog UI Policy
When to execute
• Use the Condition builder on
the When to Apply tab to
configure simple conditions What to execute

• Configure simple Catalog UI

Policy Actions
– Mandatory
– Read only
– Visible
• Use the Execute if true and
Execute if false fields to script
complex conditions and
actions

Applies to: Select the type of item this UI Policy applies to (A Catalog Item or A Variable Set).
Catalog item/Variable set: Select the catalog item or a variable set this UI Policy applies to.
Short description: Enter a brief description of the Catalog UI Policy. Use this field as a pseudo name.
Application: Identifies the scope of the Catalog UI Policy.
Active: Select the check box to enable the Catalog UI Policy. Clear the check box to disable it.
Order: Sequence in which policies are applied, from lowest to highest. Use when multiple policies
for the same table contain conflicting logic. Configure the form to display the existing field.
When to Apply
Catalog Conditions: Use the Condition builder to configure simple conditions for the policy using
Catalog Item variables. The policy is applied if the conditions evaluate to true.
Applies on a Catalog Item view: Select the check box to apply the policy to Catalog Items on the
order screen.
Applies on Catalog Tasks: Select the check box to apply the policy on a Catalog Task form.
Applies on Requested Items: Select the check box to apply the policy on a Requested Item form.
Applies on the Target Record: Select the check box to support the policy on a record created for
task-extended tables via Record Producers.
On load: Select the check box to apply the policy when the form loads, clear the check box to
apply the policy only when the form changes.
Reverse if false: Select check box to reverse the policy if the Catalog Conditions evaluate to false.
Script
Run scripts: Select the check box to script complex conditions and actions.
Run scripts in UI Type: Identify where policy executes (Desktop, Mobile/Service Portal, or All).
Execute if true: Script to execute when the Catalog Conditions evaluate to true. If Catalog
Conditions is left blank, script in this field always executes. Use to script complex conditions.
Execute if false: Script to execute when the Catalog Conditions evaluate to false.

Scripting in ServiceNow Fundamentals 165

• Catalog Client Scripts and Catalog UI Policies can also be applied

to Variable Sets
• Execute every time the
Variable Set is used

Recall from ServiceNow Fundamentals training, a Variable Set allows you to define a set of variables
to be stored as a Variable Set for future use.

A Catalog UI Policy for Catalog Items always takes precedence over Catalog UI Policies for Variable
Sets.

Search for the Service catalog variable sets article on docs.servicenow.com for more information
on Variable Sets.

IMPORTANT
Applying Catalog UI Policy Actions on a Variable Set is NOT supported on Service Portal.

Scripting in ServiceNow Fundamentals 166

• Both Catalog Item variables and Variable Set variables are available to
Catalog Client Scripts and Catalog UI Policies
• Allows you to manage the behavior of any variable at the Catalog Item level

Variable Set variables

Catalog Item variables

If a Variable Set behaves the same each time it is used, manage its behavior with a Catalog Client
Script or Catalog UI Policy at the Variable Set level.

If a Variable Set behaves differently each time it is used, manage its behavior with a Catalog Client
Script or Catalog UI Policy at the Catalog Item level.

Scripting in ServiceNow Fundamentals 167

• Local variables declared in a script

• Predefined client-side Global variables such as
– g_form (GlideForm)
– g_user (GlideUser)
– g_scratchpad (in conjunction with a Display
Business Rule, Module 5)

ServiceNow client-side global variables:

Scripting in ServiceNow Fundamentals 168

• Use the Catalog Client Script and Catalog UI Policies Related Lists
• Identifies the related elements of the current Catalog Item
• Bottom of the Catalog Item form

You can also use the Application Navigator to locate the Catalog Client Script and Catalog UI Policies
modules. You can save the modules as favorites too!

Scripting in ServiceNow Fundamentals 169

• Lab 4.1
– Time: 15-20m
– Control Variable Choices Catalog Client Script
• Practice scripting using Catalog Client Scripts and Catalog UI
Policies

• Lab 4.2
– Time: 20-25m
– Control Out of State Shipping Catalog UI Policy
• Practice using a Catalog UI Policy to easily configure the display of
specific location fields

Scripting in ServiceNow Fundamentals 170

Lab Summary
You will achieve the following:
• Practice scripting using Catalog Client Scripts and Catalog UI Policies.
• You will first create a new Catalog Item for users to request new toner cartridges.
Users are able to order individual cartridges, as well as a multipack option with
different colors.
• Rather than create separate Catalog Items for the different options, you will create a
single Catalog Item to contain the various options, then use a script to filter the
options according to the role of the logged-in user.
o All users may only order black printer cartridges.
o Users with the ITIL Admin role may order all printer cartridges (black and color).

A. Preparation
1. Navigate to Self-Service > Knowledge.

2. Use the Search field to look for Toner.

3. Select the Toner.png article. The file automatically downloads to your computer.

B. Create a New Catalog Item

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.

2. Create a new Catalog Item.

Name: Brother Network-Ready Printer Toner
Catalogs: Service Catalog
Category: Printers
Workflow: Service Catalog Item Request
Short Description: Brother TN 2000 Series Toner
Description: Yields approximately 1200 pages
Picture: Toner.png (downloaded earlier in the lab)

3. Save the record, remain on the form.

Scripting in ServiceNow Fundamentals 171

C. Create a Variable to Contain the Available TIP FROM

Cartridge Types THE FIELD:
The Question is
1. Select New on the Variables Related List. actually a label for
Type: Select Box the variable. In a
Order: 100 Catalog Client Script,
the Name is used to
On the Question Tab reference the
Question: Which pack type would you like to order? variable. Since the
Name: pack_type Question will not be
On the Type Specification Tab in the script, the
Include none: Selected (checked) Name should be a
good description of
2. Save the record, remain on the form. the variable and
unique.

Scripting in ServiceNow Fundamentals 172

© 2019 ServiceNow, Inc. All Rights Reserved
3. Select New on the Question Choices Related List.
Price: 60.00
Order: 100
Text: Black Cartridge – Single
Value: black1

4. Select Submit.

5. Repeat steps 3 and 4 to add these additional Question Choices.

Price Order Text Value
260.00 200 Black Cartridges – 5 Pack black5
150.00 300 CYM Cartridges – 3 Pack (1 of each color) cym3
250.00 400 CYM Cartridges – 6 Pack (2 of each color) cym6

6. Compare your Which pack type would you like to order? Variable record with the
image below, make any adjustments if necessary.

Note: Consider configuring the Question Choices List Layout to include the Price and Order
columns. Select any Column header Context menu, then select Configure > List Layout.

Scripting in ServiceNow Fundamentals 173

8. Select Try It on the Brother Network-Ready Printer Toner Catalog Item's Header bar.

9. Verify the price information in the shopping cart changes as expected.

D. Create a Catalog Client Script to Control the Display of Choices

Based on Role
Now that the Catalog Item is in place, you can create the script to remove the choices as
described in the lab goal.

1. On the Brother Network-Ready Printer Toner Catalog Item form, configure the
related lists to include Catalog Client Scripts

2. Scroll down to the Catalog Client Scripts Related List and select New.

3. Configure the record.

Name: Toner Choices by Role
Type: onLoad

Note: Notice the Applies on a Catalog Item view field is pre-populated. This is because you
navigated to this form from a Catalog Item record.

4. Save the record, remain on the form.

5. Examine the pseudo-code for the script you will write.

• If the logged-in user does not have the itil_admin role
o Hide the CYM Cartridges – 3 Pack (1 of each color) [cym3] option
o Hide the CYM Cartridges – 6 Pack (2 of each color) [cym6] option

Scripting in ServiceNow Fundamentals 174

7. Select Update.

E. Test Your Work

The System Administrator does not have the 'itil_admin' role, therefore you do not have to
impersonate anyone to confirm users without this role can only order black printer cartridges.

1. On the Brother Network-Ready Printer Toner Catalog Item's Header bar, select Try It.

2. Confirm only black printer cartridges are available for selection. If not, debug and re-
test.

3. Impersonating Bow Ruggeri (this user has the 'itil_admin' role).

4. Navigate to Self-Service > Service Catalog.

5. Use the Search catalog field to locate the Brother Network-Ready Printer Toner
Catalog Item. Select it when it appears in the drop-down list.

Scripting in ServiceNow Fundamentals 175

© 2019 ServiceNow, Inc. All Rights Reserved
6. Select the Brother Network-Ready Printer Toner name to open the Catalog Item.

7. Confirm Bow can order both black and CYM printer cartridges. If not, debug and re-
test.

8. End the impersonation. You should be logged in as the System Administrator when
this step is complete.

Lab Completion
Excellent work! You have successfully controlled available items for order using a Catalog
Client Script.

Scripting in ServiceNow Fundamentals 176

Lab Summary
You will achieve the following:
• Use a Catalog UI Policy to easily configure the display of specific location fields.
• The Catalog Ui policy should allow:
o Regular users order a 'Brother Network-Ready Printer Cartridge', they are
only provided a list of California locations as delivery options.
o Users with 'itil_admin' role can choose location outside of California,
however they will receive a message reminding them additional charges
will be applied to the receiving location.

Lab Dependency: You must have Lab 4.1 Control Choices with a Catalog Client Script
complete, as this exercise continues to build on the Catalog Item created in the previous lab.

A. Create a Variable to Confirm a California Delivery

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.

2. Locate and open the Brother Network-Ready Printer Toner Catalog Item.

3. Select New on the Variables Related List.

Question
Type: Select Box
Order: 200
Question: California delivery?
Name: ca_location
Default Value
Default value: yes

Scripting in ServiceNow Fundamentals 177

© 2019 ServiceNow, Inc. All Rights Reserved
4. Save the record, remain on the form
TIP FROM
5. Select New on the Question Choices Related List. THE FIELD:
Notice the Text is
Order: 100 mixed case and the
Text: Yes Value is lowercase.
Value: yes Text (like a field
label) is just for
6. Select Submit. display. The Value
should adhere to the
7. Repeat steps 5-6 to add a NO Question Choice as well. rules of the language
you are writing for. It
Order: 200 is a good habit to be
Text: No consistent with
Value: no Values, so use
lowercase when
B. Create Two Variables to Provide Location possible.
Selections
1. On the Brother Network-Ready Printer Toner Catalog Item form, select New on the
Variables Related List.

2. Create a California locations only reference field.

Type: Reference
Order: 300

Question
Question: Select a California location for delivery
Name: location_ca

Type Specifications tab

Reference: Location [cmn_location]
Reference qualifier condition: State/Province | contains | CA

3. Select Submit.

4. Select New on the Variables Related List again.

5. Create a non-California locations reference field.

Type: Reference
Order: 400

Scripting in ServiceNow Fundamentals 178

© 2019 ServiceNow, Inc. All Rights Reserved
Question
Question: Select a location outside of California for delivery
Name: location_other

Type Specifications tab

Reference: Location [cmn_location]
Reference qualifier condition: State/Province | does not contain | CA

6. Select Submit.

7. Compare your Brother Network-Ready Printer Toner Variable records with the
image below; make any adjustments if necessary.

C. Restrict the Alternate Location Selections to Users With the

'itil_admin' Role
1. On the Brother Network-Ready Printer Toner Catalog Item form, open the Toner
Choices by Role Catalog Client Script you created in Lab 4.1.

2. Add statements to the existing script to also restrict the display of the California
delivery? [ca_location] and Select a location outside of California for delivery
[location_other] fields to users with the 'itil_admin' role.

3. Select Update.

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© 2019 ServiceNow, Inc. All Rights Reserved
D. Use a Catalog UI Policy to Display the Correct Location Fields
Since the Catalog Client Script is already controlling who can view the California delivery
[ca_location] and Select a location outside of California for delivery [location_other] fields,
only one Catalog UI Policy is needed to display the correct Location field to the users who can
see the fields, as well as script the display of a user-friendly Field messages.

1. From the Brother Network-Ready Printer Toner Catalog Item form, configure the
related lists to include Catalog UI Policies.

2. Select New on the Catalog UI Policies Related List.

Short description: Display Location Options

Catalog Conditions: ca_location | is | No

3. Save the record, remain on the form.

4. Select New on the Catalog UI Policy Actions Related List.

Variable name: location_ca

Visible: False

5. Select Submit.

6. Add one more Catalog UI Policy Action.

Variable name: location_other

Visible: True

7. Compare your Catalog UI Policy Actions with the image below; make any
adjustments if necessary.

Scripting in ServiceNow Fundamentals 180

© 2019 ServiceNow, Inc. All Rights Reserved
E. Inform Users Additional Shipping Fees Outside of California Apply
1. Select the Script tab on the Display Location Options Catalog UI Policy form.

2. Select (check) the Run scripts field.

3. Examine the pseudo-code for the scripts you will write:

• If the item is not being delivered to a California location

o Add a field message below the 'Select a Location' field advising the user
additional shipping fees apply to out of State deliveries
• If the item is being delivered to a California location
o Ensure no field messages are on the form

4. Write the Execute if true script.

5. Write the Execute if false script.

6. Select Update.

F. Test Your Work

The System Administrator does not have the 'itil_admin' role, therefore you do not have to
impersonate anyone to confirm that non-California delivery fields do not display on the
Catalog Item form.

1. Select Try It on the Brother Network-Ready Printer Toner Catalog Item's Header bar.

2. Complete the Which pack type would you like to order? and Select a California location
for delivery fields. Were the fields displayed on the form? If not, debug and re-test.

Scripting in ServiceNow Fundamentals 181

4. Locate and open the Brother Network-Ready Printer Toner Catalog Item.

5. If these three fields do NOT display on the form, debug and re-test.
• Which pack type would you like to order?
• California delivery?
• Select a California location for delivery

6. Update the value in the California delivery? field to No. If the following three actions
do NOT occur, debug and re-test.

• The Select a California location for delivery is NOT visible.

• The Select a location outside of California for delivery is visible.
• The fieldMsg advising users of the additional shipping fees is visible below
the Select a location outside of California for delivery field in red.

7. Update the value in the California delivery? field to Yes. If the following three actions
do not occur, debug and re-test.

• The Select a California location for delivery is visible.

• The Select a location outside of California for delivery is NOT visible.
• The fieldMsg no longer appears on the form.

8. End the impersonation. You should be logged in as the System Administrator when
this step is complete.

Lab Completion
Great job! You successfully implemented one single Catalog UI Policy to perform numerous
actions. It is always considered good practice to use a Catalog UI Policy vs. a Catalog Client
Script whenever possible.

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© 2019 ServiceNow, Inc. All Rights Reserved
Catalog Client Scripts and Catalog UI Policies
• Ensure Catalog variables have names so they can be referenced in a script
• Use a Catalog UI Policy instead of a Catalog Client Script if you can for faster load
times and easier maintenance
• Use the Client-side debugging techniques you learned in the previous modules to
Good Practices

debug your Catalog Client Scripts and Catalog UI Policies

• Comment your scripts!!

Scripting in ServiceNow Fundamentals 183

Core Concepts Real World Cases

Catalog Client Scripts and Catalog UI Policies manage
the behavior Catalog Items
•Why would you use these
capabilities?
Execute in the browser

•When would you use these

Variables in a condition must be visible (even if it is
hidden or read-only) on the form layout for the condition capabilities?
to be tested

Catalog Client Scripts and Catalog UI Policies can also

be applied to Variable Sets
•How often would you use these
Behavior of variables can be managed at the Variable
capabilities?
Set level or the Catalog Item level

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 184

© 2019 ServiceNow, Inc. All Rights Reserved
Module 5: Business Rules
Scripting Ov erv iew Module Objectives
Client Scripts – Define what a Business Rule is
UI Policies – Know when to write Business Rules
– Write, test, and debug Business Rules
Catalog Scripting
– Use dot-walking to access data on related tables
Business Rules

GlideSystem
Labs
GlideRecord
5.1 Debugging Business Rules
Ev ents
5.2 Current and Previous
Script Includes 5.3 Display Business Rules and Dot-walking
UI Actions

Flow Designer

In this module you will write, test, and debug Business Rules.

Scripting in ServiceNow Fundamentals 185

Business Rules Overview

When Business Rules Run

What Business Rules Execute

Server-side Global Variables

Server-side Debugging

Scripting in ServiceNow Fundamentals 186

• JavaScript that runs when

– A record is displayed, inserted, updated, or deleted
– A table is queried
• Can be used to change values in fields when certain conditions are met
• Execute server-side
– Faster
– Does not monitor forms or lists
number caller_id

INC000002 5137153cc611227
c000bbd1bd8cd2
005

INC000000 681ccaf9c0a8016
3 400b98a06818d5
7c7

Business Rules respond to all record accesses regardless of access method: forms, lists, or Web
Services.
.

What Exists Baseline?

• 2,000+ Business Rules exist baseline
FAQ’s

When do they execute?

• Run whenever records are accessed

Where can they be found?

• Navigate to the System Definition > Business Rules module to create or modify
Business Rules

Scripting in ServiceNow Fundamentals 187

Business Rules Overview

When Business Rules Run

What Business Rules Execute

Server-side Global Variables

Server-side Debugging

Scripting in ServiceNow Fundamentals 188

• Watches the database for

record access and responds to
select access types
• Trigger specifies when to
execute
• Not all Business Rules require
scripting

Navigate to System Definition > Business Rules and select the New button to create a new Business
Rule.

Configure the Business Rule trigger:

Name – name of the Business Rule.

Application – identifies the scope of the Business Rule. Important to correctly identify the scope to
ensure the Business Rule's logic does not inadvertently impact other areas of ServiceNow.
Table – specifies the database table containing the records of interest. You can create Business Rules
on tables in the same scope as well as on tables permitting access from another scope.
Active – if selected the Business Rule is executing in the runtime environment.
Advanced – select this option to turn on the Advanced tab for scripting.

Although not included by default, it is recommended you add the Description field to the Business
Rule form to document the Business Rule.

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© 2019 ServiceNow, Inc. All Rights Reserved
When Business Rules Run: Business Rule Trigger –
When to Run
• Set the criteria for execution
of the Business Rule logic
• Responds to selected access When to execute
types
• Use Filter Conditions and
Role conditions to configure
simple conditions

Configure when the Business Rule will execute:

Insert – select this check box to execute the Business Rule when a record is inserted into the
database.
Update – select this check box to execute the Business Rule when an existing record is updated.
Filter Conditions – must return true for the Business Rule logic to execute.
Role conditions – select the roles that users who are modifying records in the table must have for
this Business Rule to execute.

When the Advanced check box is selected, additional configuration options are available on the
When to run tab:

When – timing of Business Rule script execution relative to the record access.
Order – order of execution; executed from low to high.
Delete – select this check box to execute the Business Rule when a record is deleted from the
database.
Query – select this check box to execute the Business Rule when a table is queried. Business Rules
defined for a database view can only run on Query. A Business Rule for a database view cannot run
on insert, update, or delete.

Scripting in ServiceNow Fundamentals 190

User or Before
Database
System Query
Query
Query Rules

Display Form
Rules Submit

Before Database Async

Rules Update After Rules Rules

Business Rules run at different times relative to database access.

When Query is part of the trigger condition, the Business Rule runs before the database query.

Scripting in ServiceNow Fundamentals 191

User or System Before Query Database Display Form Before Database After Async
Query Rules Query Rules Submit Rules Update Rules Rules

• Execute before a query is sent to the database

• Example: Prevent users from one location seeing CIs from another

Before Query
Business Rule number caller_id

5137153cc611227
queries the INC000002
c000bbd1bd8cd2
005
database INC0000003 681ccaf9c0a8016
400b98a06818d57
c7

Before Query Business Rules execute synchronously. The current Business Rule must finish execution
before the next Business Rule runs.

When a user is not authorized to see all records in a list, the "Number of rows removed by Security
constraints" message appears. Before Query Business Rules such as the baseline 'incident query'
Business Rule act like Access Control Lists (ACLs) and prevents users from seeing certain records.
When access is controlled through a Before Query Business Rule, the "Number of rows removed by
security constraints" message is not displayed and the user does not know access is restricted.

Scripting in ServiceNow Fundamentals 192

User or System Before Query Database Display Form Before Database After Async
Query Rules Query Rules Submit Rules Update Rules Rules

• Execute after the data is read from the database and before the form is
presented to the user
• Primary purpose is to populate the g_scratchpad global object
• Example: Provide Client Scripts with access to data from other records

Display
number caller_id

INC000002 5137153cc61
Business Rule executes
1227c000bbd
1bd8cd2005
and populates the
INC00000
03
681ccaf9c0a
8016400b98a
g_scratchpad object
06818d57c7

Display Business Rules execute when a user requests a record form. Data is read from the database,
the Display rules are executed, and the form is presented to the user.

The g_scratchpad global object has no property/value pairs unless populated by a Display Business
Rule. For example, the sys_created_by and sys_created_on fields are not part of the Incident form.
To access their values from a Client Script would require a call to the server. Server calls are
expensive from a processing time perspective and should be avoided. Instead, the Display Business
Rule populates the g_scratchpad object when the form loads and the Client Script reads the values
from the g_scratchpad object.

Display Business Rule

g_scratchpad.createdBy = current.sys_created_by;
g_scratchpad.caller = current.caller_id;
g_scratchpad.callerDV = current.caller_id.getDisplayValue();

Client Script
if(g_scratchpad.createdBy == 'admin'){
g_form.setValue('opened_by',g_scratchpad.caller,
g_scratchpad.callerDV);
}

Scripting in ServiceNow Fundamentals 193

User or System Before Query Database Display Form Before Database After Async
Query Rules Query Rules Submit Rules Update Rules Rules

• Execute after form submission and before record is updated in the database
• Example: Populate 'closed_by' with the name of the currently logged in user

Before number caller_id

Business Rule INC000002 5137153cc611227

c000bbd1bd8cd2
executes INC0000003
005
681ccaf9c0a8016
400b98a06818d57
c7

Before Business Rules execute synchronously. The current Business Rule must finish execution
before the next Business Rule runs.

Scripting in ServiceNow Fundamentals 194

User or System Before Query Database Display Form Before Database After Async
Query Rules Query Rules Submit Rules Update Rules Rules

• Execute after form submission and after the record update in the database
• Example: Cascade changes made to the approval field of a Service Catalog
request to the requested items attached to that request

number caller_id
After
INC000002 5137153cc61 Business
1227c000bbd
1bd8cd2005 Rule
INC00000 681ccaf9c0a
03 8016400b98a Executes
06818d57c7

After Business Rules execute synchronously. The current Business Rule must finish execution before
the next Business Rule runs.

Scripting in ServiceNow Fundamentals 195

User or System Before Query Database Display Form Before Database After Async
Query Rules Query Rules Submit Rules Update Rules Rules

• Execute after records are inserted/modified/queried

• Run asynchronously as Scheduled Jobs
• Examples:
– Notify subscribers when CIs are affected by an Incident
– SLA calculations

Scheduler
number caller_id

INC000002 5137153cc61
schedules
1227c000bbd
1bd8cd2005
Async Business
INC00000
03
681ccaf9c0a
8016400b98a
Rule execution
06818d57c7

Async Business Rules are queued by the scheduler to run as soon as they can be fit in, this allows
the current transaction to finish without waiting for the rule. They do not have access to the
previous version of a record.

The Priority field is visible on the Business Rule form when Async is selected in the When field. The
value in this field is used when creating the associated scheduled job. By convention, the Priority
numbers in an Async Business Rules contain three digits. For example: 100, 300, or 675.

To see Async Business Rules queued up for execution, open System Scheduler > Scheduled Jobs >
Scheduled Jobs. Async Business Rules appear with their names prepended with ASYNC. They go in
and out very quickly so they can be hard to catch.

TIP FROM FIELD

Use Async in place of After when immediate response is not required. The user will not
have to wait on the Business Rule to finish before they can continue to work.

Scripting in ServiceNow Fundamentals 196

Business Rules Overview

When Business Rules Run

What Business Rules Execute

Server-side Global Variables

Server-side Debugging

Scripting in ServiceNow Fundamentals 197

© 2019 ServiceNow, Inc. All Rights Reserved
What Business Rules Execute: Business Rule Trigger – Actions
• Configure
Actions to specify
what to execute
• Scripting is not What to execute
required to
– Set a field value
– Add a message

Configure what the Business Rule will do:

Set field values – set values for fields in the selected table using the choice lists.
Add message – select this checkbox to identify if a message will be displayed to the user on the next
rendered screen when the Business Rule executes.
Message – compose the message to be sent.
Abort action – select this check box to abort the current database transaction. If you select this
option, you cannot perform additional actions on the record. You can still display a message to users
by selecting the Add message checkbox and composing the message.

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© 2019 ServiceNow, Inc. All Rights Reserved
What Business Rules Execute: Business Rule
Trigger – Advanced
• More complex conditions
and actions can be scripted
• Select the Advanced tab to
access the scripting fields
What to execute
• Script a Condition to avoid
loading unnecessary script
logic

executeRule( ) function template

automatically inserted in the Script

Use the scripting fields on the Advanced tab when the Business Rule’s conditions and actions are
more complex. Example: evaluating the previous value of a field.

Condition – create a JavaScript statement to specify when the Business Rule should execute. The
Condition field returns true when left blank.
Script – JavaScript that executes server-side when the When to run criteria is met and the
Condition field returns true. Insert the appropriate script logic to be processed when the Business
Rule executes.

IMPORTANT
Condition(s) on the When to run tab and condition(s) in the Condition field on the
Advanced tab must both evaluate to true for the logic in the Script field to execute.

Scripting in ServiceNow Fundamentals 199

Business Rules Overview

When Business Rules Run

What Business Rules Execute

Server-side Global Variables

Server-side Debugging

Scripting in ServiceNow Fundamentals 200

© 2019 ServiceNow, Inc. All Rights Reserved
Server-side Global Variables: What Data Can You See in
a Business Rule?
• Local variables declared in a script
• Predefined server-side Global variables
– current
– previous
– g_scratchpad
o Display Business Rules only
o Works in conjunction with a client-side script

if(current.state >= 5 && previous.state < 5) {

var reOpened = true;
g_scratchpad.createdBy = current.sys_created_by;
g_scratchpad.caller = current.caller_id;
}

current is an object that stores the current record’s fields and values; new/modified values. A script
can change a field's value many times current will store the most recent value. For example:
if(previous.priority == current.priority {
return;
}

previous is an object that stores the record’s fields and values before any changes were made; the
original values when the form loaded. Reference this object using previous.<field_name>. For
example:
if(previous.priority == 1){
//logic here
}

IMPORTANT
The previous object is not available in a Async Business Rules.

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© 2019 ServiceNow, Inc. All Rights Reserved
Global Variables: Dot-Walking
• Allows direct access to fields for related records (reference objects) by
traversing tables
<object>.<reference object name>.<field of interest> Syntax

current.caller_id.department.name Example

Incident [incident] Department [cmn_department]

number caller_id sys_id name

INC0000040 46c6f9efa9fe198101ddf5eed9 221db0edc611228401760aec06c Sales

adf6e7 9d929
User [sys_user]
user_name sys_id department

bud.richman 46c6f9efa9fe198101ddf5eed9 221db0edc611228401760aec06c

adf6e7 9d929

Client-side you must use the getReference() method to access data from related record. Recall this
method requires a call to the server from the client and it only allows one-level of dot-walking on
the retrieved object. Business Rules run on the server and have direct access to the database. To
hop from table to table you use a strategy called 'dot-walking'.

Dot-walking is for a one-to-one relationships and not for one-to-many (e.g. – related lists).

In this example, the current object is an Incident [incident] table record. The statement
current.caller_id.department.name jumps from the Incident [incident] table record to the related
record in the User [sys_user] table where the sys_id matches the caller_id from the Incident table.
The department id is then used to jump to the matching record on the Department
[cmn_department] table. The caller's department name is then retrieved.

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© 2019 ServiceNow, Inc. All Rights Reserved
Global Variables: Automatically Insert the Dot-Walking Path
• The Script Tree makes dot-walking easy
• Syntax is automatically inserted when the field of interest is selected

Expand the Fields category to see the list of variables in the current object.

Informational icons indicate the source and type of each field.

• A table icon indicates the field references another table. Expand the Reference Object to select
the field of interest from that table.
• A blue circle indicates the field resides on the current table.
• A red square indicates the field resides on a parent table.
• An Index field icon indicates the field is part of one or more indexes.

Scripting in ServiceNow Fundamentals 203

Business Rules Overview

When Business Rules Run

What Business Rules Execute

Server-side Global Variables

Server-side Debugging

Scripting in ServiceNow Fundamentals 204

• ServiceNow server-side debugging tools

– GlideSystem logging methods
– Debug Business Rules module
– Script Debugger
• JavaScript debugging tool
– try/catch

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© 2019 ServiceNow, Inc. All Rights Reserved
Debugging: GlideSystem Logging Methods
• Send debugging information to the system log
gs.log() This will always log a message when used in the global scope.
gs.error() Used for critical errors that are encountered; the issue will be logged.
gs.warn() Used for logging occurs when there might be an issue.
gs.info() Used for informational events, such as messages that describe the progress of
the application
gs.debug() Logging occurs when in debug mode or when session debug for that
application is enabled.

• Send debugging information to the top of the form

– gs.addInfoMessage()
– gs.addErrorMessage()
gs.methodName(<message>); Syntax
gs.log("The record was opened: " + current.opened_at); Example

Use the System Logs > System Log modules to view messages logged by the gs.log(), gs.error(),
gs.info(), gs.warn(), and gs.debug() methods. gs.log() will always write a message, so overuse of this
can adversely affect performance. Whenever possible, comment out or remove gs.log().

The gs.addInfoMessage() and gs.addErrorMessage() methods are helpful debugging strategies

during class, because the feedback is immediate. This strategy can be less effective in an
environment with multiple administrators as they will see your messages at the top of the form.

TIP FROM THE FIELD

The default source for the gs.log() methods is ***Script. To use a different source, pass an
optional source parameter to the method. Then save a query locating all the records in
your source as a favorite. Example:

gs.log("The value of State: " + current.state, "Fred's

Logs");

IMPORTANT
Keep in mind, If you are developing in a scoped application, you will not be able to use
gs.log(). Error, warn, info, and debug logging methods are intended for Scoped
Applications, but can be used in the Global Scope. These logging methods provide
verbosity levels to a log message.

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Debugging: Debug Business Rules Module
• Select System Diagnostics > Session Debug > Debug Business Rule
• Writes logging information to the bottom of forms and lists
– Can test and debug on the same form
• Session specific – no other users impacted
• Debug condition evaluation

To locate a specific Business Rule in the Debug Output look for the string ==> '<Business Rule
Name>' (Ctrl-F/Cmd-F). All debugging information following that string until the string <==
'<Business Rule Name>' pertains to the Business Rule.

In the example shown the Business Rule name is 'Logging Methods'.

Select System Security > Debugging > Stop Debugging to stop writing debugging output to forms.

IMPORTANT
Remember to disable the debugger when you are done testing, because debugger
consumes resource when it is enabled.

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Debugging: Debug Business Rules (Details)
• Select System Diagnostics > Session Debug > Debug Business Rule (Details)
• Field values set in Business Rules appear in the detailed debugging
information

When detailed debugging is enabled, record field values set in Business Rules appear in the
debugging output. The syntax is:
<field name>: <old value> => <new value>

In the example shown, the active field's value changed from 1 to 0.

This strategy allows you to see changed values for all fields changed by Business Rules.

Select System Security > Debugging > Stop Debugging to stop writing debugging output to forms,
as the Debugger can cause performance issues in a Production instance.

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Debugging: Script Debugger
• For debugging server-side JavaScript
• Launches by selecting
– Script Debugger icon on the Syntax Editor toolbar
– System Diagnostics > Script Debugger on the Application Navigator
• Opens in a new browser window

The Script Debugger offers:

• The ability to step through your script line-by-line.
• Set and remove breakpoints.
• Pause a script at a breakpoint.
• Step into and out of function and method calls.
• View the value of local and global variables in real time.
• View the value of private variables from function closures.
• View the call stack.
• View the transaction the system is processing.

Requires the script_debugger or the admin or role.

The Script Debugger can also be launch in the Studio by selecting File > Script Debugger.

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Call Stack Coding Pane Header Controls

Status Bar and User

List of Scripts with Breakpoints Script and Breakpoints Variables

The Script Debugger is session specific; no other users are impacted. Each user can only have one
Script Debugger console open and executing at a time.

Administrators can use the Script Debugger while impersonating another user, but only if the
impersonated user has the admin or script_debugger role and has read access to the target script.

While impersonating another user you can:

• See and change breakpoints that belong to the impersonated user.
• View and pause on scripts that the impersonated user has read access to.
• The Script Debugger step-through controls also use the read access of the impersonated user.
For example, if the impersonated user does not have read access to a function in the call stack,
any Step into action instead becomes a Step over action.
• The impersonated debugging session lasts until:
- You stop impersonating the user.
- You log out or the user session ends.
- You pause the Script Debugger.
- You close the Script Debugger.

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• Script Debugger must be open

• Script must have a breakpoint set
• Script must be executing in the same interactive
session as the user with the breakpoints
• Script debugging is session and user specific Notification advises
– Only you are affected by your breakpoints debugging
triggered
– Cannot step through scripts running asynchronously
• Asynchronous Business Rules
• Scheduled Jobs
Even if Fred has a breakpoint at a
• Workflow scripts point in code, Christen will never
• Inbound email actions experience it

The Script Debugger only debugs server-side synchronous scripts. It is not possible to step through
scripts running asynchronously as they are not running in the the same session as the logged-in user.

A debugger transaction remains open as long as the user session is valid. If the user logs out, or the
session times out (which will occur if paused for too long), the system stops the debugger
transaction. If this occurs, it can be re-enabled by selecting the on button, pressing F2, or by closing
and re-opening the debugger.

TIP FROM THE FIELD

Breakpoints do not need to be removed from a script. If you would like to debug at
another time with the same breakpoints, simply close the Script Debugger window to turn
off debugging. The script will execute without pausing at breakpoints until you open the
Script Debugger again. This strategy makes it easy for you to control when you want to
debug your scripts.

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Debugging: Script Debugger - Breakpoints
• Pause execution of a script
• Select the gutter to the left of a line to set a breakpoint
– Can be set in a Script field or in the Script Debugger

Current line
highlighted
when paused

• Every breakpoint the logged-in user has defined (across multiple scopes)
appears in the list

Breakpoints are an intentional stopping or pausing place in a script, for debugging purposes.

The Script Debugger lists all of the logged-in user’s Breakpoints across the platform (regardless of
scope). The artifacts are listed by script type, script name, and line number. The Script Debugger
updates this list as you add and remove breakpoints in real time.

In the coding pane, current breakpoint is highlighted in red and inactive breakpoints are highlighted
in blue.

Select a breakpoint to remove it.

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Debugging: Script Debugger - Call Stack and
Transaction Detail
• Call Stack
List of script calls that either
– Call the current script
– The current script calls
• Transaction Detail
– Details for the current paused user
session
– Visible only when the debugger
pauses on a breakpoint

Transaction details can be used to:

• Inspect the URL of the currently paused transaction.
• Inspect request parameters for the currently paused transaction.
• Inspect network information about the current transaction.
• Inspect the user and session ID that initiated the debug transaction.
• Parameters of the HTTP request (if they exist).

See ServiceNow's Product Documentation for the full list of Available Transaction Details and their
descriptions.

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Debugging: Script Debugger - Coding Pane
• Displays the script currently executing
• Select another script to view using the list of scripts with Breakpoints

The Coding Pane Header displays the script type and name of the script currently in the coding
pane.

Scripts are read-only when viewed in the Coding Pane.

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Debugging: Script Debugger - Controls
• Available when the script pauses at a breakpoint
• Move between script lines and scripts in the Call Stack
Resume Step Into
Start Script Next
Debugging Execution Function Call

Pause Step Over Step Out Of Next

Debugging Next Function Function Call
Call

Start Debugging (F2) – enables the Script Debugger for the current user. If the Script Debugger is
already enabled, the Pause Debugging icon will display instead.
Pause Debugging (F2) – stops current debugging session, and disables the Script Debugger for the
current user. The Script Debugger does not pause on breakpoints for the current user until it is
restarted. If the Script Debugger is already paused, the Start Debugging icon will display instead.
Resume Script Execution (F9) – advances from the current breakpoint to the next breakpoint. If no
breakpoints exist, the script runs to completion.
Step Over Next Function Call (F8) – advances to the next evaluated line of script based on current
conditions. The Script Debugger skips any lines of code that do not run because their conditions are
not met. For example, when the condition of an if() statement is not true, the Script Debugger skips
the code block for the condition.
Step Into Next Function Call (F7) – when the Script Debugger pauses ON a method call, this control
allows the user to advance to the first line of executed code in the called method. Stepping into a
method also updates the current position within the Call Stack. If the user does not have read
access to the method call, this control instead behaves like Step Over.
Step Out of Current Function (Shift + F8) – when the Script Debugger pauses WITHIN a method call,
this control allows the user to exit the called method and return to the calling script from the Call
Stack. If the user is not within a method call, this control instead behaves like Step Over.

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Debugging: Script Debugger - Variables
• When stopped at a breakpoint, examine variables and
their values in real time
– Local
– Closures
– Global

Variable information is only visible when the Script Debugger pauses on a Breakpoint.

Local – displays a list of local scope variable names and their values. Includes both the variables you
declared inside the script, as well as declared baseline.
Closures – displays a list of global scope variable names and their values set by function closure.
Global – displays a list of global scope variable names and their values.

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Debugging: Script Debugger - Status Bar
• Provides the name of the user running the current Script Debugger session
• Displays the current debugging action
– EXECUTION_PAUSED
– WAITING_FOR_BREAKPOINT
– WAITING_FOR_FIRST_BREAKPOINT
– OFF

EXECUTION_PAUSED – displays when the Script Debugger pauses on a breakpoint, or when the user
steps over, steps into, or steps out to the next line of code.

WAITING_FOR_BREAKPOINT – displays when the Script Debugger is searching for the next
breakpoint. Users rarely see this status as it changes quickly back to EXECUTION_PAUSED as soon as
the next breakpoint pauses the script.

WAITING_FOR_FIRST_BREAKPOINT – displays when the user first opens the Script Debugger and it
is ready to pause the script and display debugging information.

OFF – displays when the Script Debugger is inactive and does not pause scripts or display debugging
information. The Script Debugger turns off when a user pauses or closes the Script Debugger, the
user session times-out or ends for any reason, or the Administrator resets all Script Debugger
instances by navigating to the debugger_reset.do page.

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Debugging: Script Debugger - Multiple Developer Support
• Debugging causes transactions to pause for significant periods
• The Script Debugger has its own semaphore
• Controls/coordinates debugging when multiple developers compete for the
same platform resources
Browser tab image
spins when Script is
paused at a
Breakpoint

Notification when too

many transactions
paused

By default, the platform supports debugging [(# of semaphores on the instance) /4] concurrent
transactions. For example, if you have 12 semaphores by default 3 transactions can be debugged at
a given point in time.

Administrators can specify the number of concurrent transactions the system can debug by setting
the glide.debugger.config.max_node_concurrency system property. The system can debug up to [(#
of semaphores on the instance) - 2] concurrent transactions.

To see the platform’s Script Debugging semaphore set, type stats.do in the Application Navigator
followed by <enter> on the keyboard. Example:
Semaphore Sets

Debug
Available semaphores: 4
Queue depth: 0
Max queue depth: 0
Maximum transaction concurrency: 4
Maximum concurrency achieved: 0

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Module Labs
• Lab 5.1
– Time: 25-30m
– Debugging Business Rules
• Practice debugging Business Rules using several different
strategies
• Lab 5.2
– Time: 15-20m
– Current and Previous
• Practice using current and previous global objects
• Use Business Rule with form fields.
• More debugging
• Lab 5.3
– Time: 15-20m
– Display Business Rules and Dot-walking
• Use g_scratchpad global object, Display Business Rules, and dot-
walking

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Lab Summary
You will achieve the following:
• Debug Business Rules using several different strategies.

Note: Should the Script Debugger lose connection to the script you are debugging at any time,
simply close and re-open the window.

A. Preparation
1. Navigate to System Definition > Business Rules.

2. Locate and open the Lab 5.1 Business Rule Debugging Business Rule.

3. Select the Active checkbox to make the Business Rule active.

4. On the Advanced Tab, overwrite the string <your_initials> with your personal
initials in the Script. Example:

5. Save the record, remain on the form.

6. Review the Business Rule and read the script so you understand:
• when it triggers
• what it executes

7. Consider saving this Business Rule as a Favorite as you will be opening the record
often throughout the lab. Select Create Favorite on the form’s Context menu.

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B. Practice Using the Script Debugger – Breakpoints and Variables
1. In the Script field, set breakpoints by clicking the gutter to the left of the lines
beginning with:
• var myNum
• var priorityValue
• var createdValue

2. Select the Open Script Debugger ( ) icon on the Syntax Editor toolbar or the
System Diagnostics > Script Debugger module on the Application Navigator. The
Script Debugger opens in another browser window.

3. Notice the list of all breakpoints set in the platform by you appears on the left-side
of the code pane.

4. Set another breakpoint by clicking the gutter to the left of the line beginning with
SlaTargetNotification.

5. What can you conclude about where breakpoints can be set? Record your answer
here:

_____________________________________________________________________

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6. Keep the Script Debugger window open. Force the Lab 5.1 Business Rule Debugging
Business Rule to execute.

a) Open any active Incident, change the value of State to anything except Closed.

b) Save the record, remain on the form.

7. Select Start Debugging.

Note: Had the Script Debugger window not been open, the script would have executed normally
without stopping at any breakpoints.

8. Script execution is paused at the first breakpoint. How can you tell? Explain your
reasoning:

____________________________________________________________________

9. Examine the value of the myNum variable in the Local variables section on the right-
side of the window. Does it contain the value you expected? __________________

10. Select the Next Breakpoint button ( ) to resume script execution and pause at the
next breakpoint.

11. Re-examine the value of the myNum variable in the Local variables section. What
value does it contain now? __________________

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12. Explain why the myNum variable value is sometimes undefined and sometimes has a
value:

_____________________________________________________________________

13. Repeat steps 9-11 to watch the values of the priorityValue and createdValue
variables update as you step through the code.

Note: Specifically notice the value of createdValue, this type of output is extremely valuable
when you are scripting dates. E.g. you may write a script similar to:

if(current.sys_created_on <= 'some value')…

and it does not work. This output will quickly confirm the syntax/value in the [sys_created_on]
field and you can then adjust the value of ‘somevalue’ accordingly.

14. When you reach the breakpoint on the line beginning with SlaTargetNotification,
select the Next Breakpoint button one last time to complete the execution of the
script.

15. Think of an example in the past where you declared variables in a script and they did
not return the values you were expecting. Would it have been helpful to have
variable value output available like this?

_____________________________________________________________________

C. Practice Using the Script Debugger – Current and Previous Values

1. Keep the Script Debugger window open. Open any Incident with a Short description
value other than "This text set by the Lab 5.1 Business Rule Debugging BR".

2. Force the Lab 5.1 Business Rule Debugging Business Rule to execute:

a) Change the State value to anything except Closed.

b) Save the record, remain on the form.

3. Select Start Debugging.

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a) Expand the previous: GlideRecord object in the Local variables list.

b) Record the previous value of the short_description field here:

_______________________________________________________________

5. Document the current object's short_description field value.

a) Expand the current: GlideRecord object in the Local variables list.

b) Record the current value of the short_description field here:

________________________________________________________________

6. Why are they different? Explain your reasoning:

___________________________________________________________________

7. Select the Next Breakpoint button as many times as needed to complete the
execution of the script.

8. Close the Script Debugger window.

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D. Practice Using the Script Debugger – Call Stack
In this section, you will practice using the Script Debugger when one server-side script calls
another server-side script. This feature can help you pinpoint exactly which script needs fixing
when multiple scripts are executing.

1. Navigate to System Definition > Script Includes.

Note: You will learn about Script Includes in an upcoming module, for now you are only adding
a breakpoint to the script.

2. Locate and open the SlaTargetNotification Script Include.

3. Set a breakpoint in this script by clicking in the gutter to the left of the line beginning
with gs.log.

4. Select the Open Script Debugger button on the Syntax Editor toolbar. The Script
Debugger opens in another window.

5. Notice the list of breakpoints now includes the one you just set in step-3.

6. Select any one of the Lab 5.1 Business Rule Debugging lines to load that script in the
code pane.

7. Update the breakpoints so only the line of code beginning with var createdValue
and try are set.

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8. Keep the Script Debugger window open. Force the Lab 5.1 Business Rule Debugging
Business Rule to execute:

a) Open any active Incident, change the State value to anything except Closed.

b) Save (not Submit) the record, remain on the form.

9. Select Start Debugging.

10. You are stopped at the first breakpoint in the Lab 5.1 Business Rule Debugging
script. Review the information displayed in the Call Stack and Transaction Detail on
the left-side of the screen.

11. How can you be sure which script you are currently debugging? What does the Code
Pane Header read? Record your answer here:

_____________________________________________________________________

12. Notice the very next line in the script after the breakpoint you are currently paused
at calls the SlaTargetNotification Script Include. Select the Next Breakpoint button
one time.

13. Notice the information in the Call Stack now includes the Script Includes breakpoint details.

14. How can you be sure which script you are currently debugging? What does the Code
Pane Header read? Record your answer here:

_____________________________________________________________________

15. Select the Next Breakpoint button one time.

16. Notice the information in the Call Stack on the left-side of the screen changed.

17. What does the Code Pane Header read? Record your answer here:

_____________________________________________________________________

18. Select the Next Breakpoint button one last time to complete the execution of the
script.

19. Close the Script Debugger window.

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E. Practice Debugging Using GlideSystem Logging Methods
1. Open the Lab 5.1 Business Rule Debugging Business Rule.

2. Select the breakpoints to remove them. (There should be no breakpoints set in the
script after this step is complete.)

3. Notice two undefined functions are called in this script:

• thisFunctionDoesNotExist() is in a try/catch.
• thisFunctionAlsoDoesNotExist() is NOT in a try/catch.

Predict what will occur when the Business Rule executes. Record your answer here:

_____________________________________________________________________

4. Force the Lab 5.1 Business Rule Debugging Business Rule to execute:

a) Open any active Incident, change the State value to anything except Closed.

b) Select Update.

5. Open System Logs > System Log > Script Log Statements. Which undefined function
produced an error and why?

_____________________________________________________________________

6. Was a log message produced for the undefined

thisFunctionAlsoDoesNotExist() function?
___________________________

7. Search the log for records where Message contains thisFunction.

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8. Did you find the log message advising thisFunctionAlsoDoesNotExist() is not defined?

_____________________________________________________________________

Note: If you are debugging using the Script Debugger, note that undefined functions not
wrapped in a try/catch stop script execution and the remaining breakpoints are ignored. If this
happens to you, check this list instead to get more information about why a function call may
have failed.

F. Practice Debugging Using the Debug Business Rule Feature

1. Select System Diagnostics > Session Debug > Debug Business Rule.

2. Recall the condition for the execution of Lab 5.1 Business Rule Debugging Business
Rule is current.state !=7. Update a record that will not trigger the Business Rule.

a) Open a closed Incident, make any change to the record.

b) Save the record, remain on the form.

3. Scroll to the bottom of the Incident form and search for the execution of the Lab 5.1
Business Rule Debugging Business Rule by searching for the string ==> Lab 5.1
Business Rule Debugging. Did your test meet the Business Rule's Condition criteria?
How can you tell?:

_____________________________________________________________________

4. Test the case where the Condition field returns false. Examine the debugging output
at the bottom of the Incident form for this lab.

5. Disable Business Rule Debugging: System Security > Debugging > Stop Debugging.

6. Make the Lab 5.1 Business Rules Debugging Business Rule inactive.

Lab Completion
Well done! You have successfully practiced testing scripts using five different server-side
debugging techniques.

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Lab Summary
You will achieve the following:
• Use the current and previous global objects in a Business Rule.
• Create two new form fields for use in your Business Rule.
• Practice debugging.
• A Cloud Dimensions' Phase II requirement will be marked complete.

Business Problem

The current process to gather Root Cause Analysis (RCA) at Cloud Dimensions asks users to
provide their findings and documentation in the 'Additional comments' field prefixed by the
text "RCA: ". This strategy has proven to be unsuccessful as the prefix is often forgotten, and it
is difficult to extract the data from records with multiple RCA updates. RCA reporting is
currently performed manually, it takes hours to produce, and the results are often incomplete.

Project Requirement

Create a new 'RCA' field on the Incident form to capture root cause analysis documentation.

For reporting purposes, create a second field on the Incident form called 'RCA included' to
easily identify records where root cause analysis documentation is included. In the event the
updating analyst forgets to update this field, the system should evaluate the 'RCA' field and if
populated, the 'RCA included' field should also be selected (checked). In the case where an
existing value in the 'RCA' field is removed, the check should be removed from the 'RCA
included' field as well.

Scripting in ServiceNow Fundamentals 229

a) Open an Incident.

b) Right-click the form's Context menu and select Configure > Form Design.

c) Select the Field Types tab on the left side of the screen.

d) Drag a True/False field to the form below the Description field.

e) Select the Edit this field (gear) icon on the right side of the field.

f) Configure the record:

Label: RCA included
Name: u_rca_included

g) Close the Properties window.

h) Drag a String field to the form below the RCA included field.
Label: RCA
Name: u_rca
Max length: 1000

i) Close the Properties window.

j) Select Save.

k) Close the Form Design browser tab/window.

l) Reload the Incident form to see the changes to the form.

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Name: Lab 5.2 RCA Included

Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: before
Order: 125
Insert: Selected (checked)
Update: Selected (checked)

2. On the Advanced tab, within the executeRule() function in the Script field, type
try followed by the <tab> key to insert the try Syntax Editor Macro (created in Lab
2.1).

3. Select the Format Code icon on the Syntax Editor toolbar to properly align the script.

4. Update the statement in the catch block to use the server-side gs.log() method
instead of the client-side g_form.addErrorMessage() method.

5. Examine the pseudo-code for the script you will write:

• If the RCA field has no value and the RCA included checkbox is selected (checked)
o De-select the RCA included checkbox (uncheck).
• Else if the RCA field has a value and the RCA included checkbox is not selected
(not checked)
o Select the RCA included checkbox (check).

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7. Select Submit.

C. Test Your Work

1. Open an Incident record.

2. Select (check) the RCA included checkbox.

3. Save the record, remain on the form.

4. Is the RCA included checkbox unchecked? If not, debug and re-test.

5. Enter a value of your choice in the RCA field.

6. Save the record, remain on the form.

7. Is the RCA included checkbox checked? If not, debug and re-test.

8. Does the RCA included field need to remain visible on the form? _______________

9. Make the 5.2 RCA Included Business Rule inactive.

Lab Completion
You have successfully completed the lab and practiced using the current and previous global
objects.

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Lab Summary
You will achieve the following:
• Write a script using g_scratchpad global object, Display Business Rules, and dot-
walking.

A. Create a Business Rule

1. Create a new Business Rule.

Name: Lab 5.3 Display Business Rule

Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: display
Order: 150

2. Examine the pseudo-code for the script you will write:

• Add the current record's Resolved By reference object's First Name to the
g_scratchpad object.
• Add the current record's Resolved By reference object's Last Name to the
g_scratchpad object.
• If there is no value in reopen_count
o Set the g_scratchpad.reopenCount's value to zero.
• Else
o Add the current record's Reopen Count to the g_scratchpad object.

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4. Select Submit.

B. Create a Client Script

1. Create a new Client Script.

Name: Lab 5.3 ResolvedBy Client Script

Table: Incident [incident]
UI Type: Desktop
Type: onChange
Field name: State
Active: Selected (checked)
Inherited: Not selected (not checked)
Global: Selected (checked)

2. Examine the pseudo-code for the script you will write:

• When the State field changes,
o If the old State is Resolved, Closed, or Canceled and the new State is not
Resolved, Closed, or Canceled
§ Display a confirmation box stating the Incident was previously resolved
by <user who closed the record> and how many times the Incident has
been reopened. Confirm the user really wants to reopen.
§ If the user cancels reopening the Incident
• Set the State back to the old State value.

Scripting in ServiceNow Fundamentals 234

4. Select Submit.

C. Test Your Work

1. Open an Incident in a Resolved state.

2. If the Resolved by field has no value, enter the user of your choice and Save the Incident.

3. Change the State to In Progress.

4. Did the confirmation dialog box appear? Did the g_scratchpad properties resolve
correctly? If not, debug and re-test.

5. Select the Cancel button in the confirmation dialog box.

6. What happened to the State field? Is this the expected behavior? If not, debug and re-test.

7. Change the State to In Progress.

8. This time select the OK button in the confirmation dialog box.

9. Save the record, remain on the form.

10. Set the State to Resolved.

11. Save the record, remain on the form.

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13. Did the reopen count increase by 1 correctly? If not, debug and re-test.

14. Make the Lab 5.3 Display Business Rule inactive.

15. Make the Lab 5.3 ResolvedBy Client Script inactive.

Lab Completion
You have successfully completed the lab and practiced using the g_scratchpad global object,
Display Business Rules, and dot-walking. You are ready to take it up a notch!

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User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation ✔
4 Populate Change's CAB date field with next CAB meeting date
5 Prevent Problems from re-opening if closed for more than 30 days
6 Update Problem and Child Incidents with RCA details from parent Incident
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations

Lab 5.2 fulfills requirement 3.

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Business Rules
• Use Async Business Rules whenever possible
• Use Display Business Rules to pass data from the server-side to the client-side during
a form load using the g_scratchpad method
Good Practices

• Write condition statements in the Condition field and not in the script so
unnecessary scripts do not run
• Choose an appropriate debugging strategy for your situation
• Add the Description field to the Business Rule form to document for yourself and
others what the rule does
• Comment your scripts!!

Scripting in ServiceNow Fundamentals 238

Core Concepts Real World Cases

Business Rules execute when records are accessed
When
•Why would you use these
Insert/Update/Query/Delete capabilities?
Condition

Debug Business Rules with log messages written to files or

to forms •When would you use these
capabilities?
Use Global Object Variables: previous, current,
g_scratchpad

•How often would you use these

Dot-walking allows 'table hopping' between related capabilities?
tables

Discuss: Why, when, and how often would you use the capabilities shown in this module.

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Scripting in ServiceNow Fundamentals 240
© 2019 ServiceNow, Inc. All Rights Reserved
Module 6: GlideSystem
Scripting Ov erv iew Module Objectives
Client Scripts – Explore the GlideSystem API
– Practice with GlideSystem methods
UI Policies
– Write, test, and debug Business Rules using GlideSystem methods
Catalog Scripting

Business Rules
Labs
GlideSystem Lab 6.1 Setting the CAB Date
GlideRecord Lab 6.2 Re-open Problem Date Validation

Ev ents

Script Includes PLEASE NOTE:

• This module demonstrates how to use various GlideSystem
UI Actions methods using Business Rules,
• Once you learn how to use these Class methods, they can be
Flow Designer
included in any server-side script.

Scripting in ServiceNow Fundamentals 241

• Collection of methods
Logged in user is Beth Anglin
• Execute server-side Today is 7 September 2017
Write debugging information
• Access system-level information
– Logged in user

– System
– Date and time

GlideSystem methods all begin with gs. For example, the method gs.addInfoMessage() displays
informational messages to the user at the top of a form or list.

The complete set of GlideSystem methods can be found on the ServiceNow Developer site.

Scripting in ServiceNow Fundamentals 242

• Return information about the currently logged in user

• Examples
– getUser(), getUserName(), getUserID(), getUserDisplayName()
– hasRole(), hasRoleInGroup()

fred.luddy is currently logged in

The user's name is Fred Luddy
The user has the admin role

getUser() – returns a reference to the User object for the current user.
getUserDisplayName() – returns the name field of the current user (Fred Luddy instead of
fred.luddy).
getUserID() – returns the sys_id of the current user.
getUserName() – returns the username of the current user (fred.luddy).
hasRole() – returns true if the user has the specified role.
hasRoleInGroup() – returns true if the user has the specified role within a specified group.

Scripting in ServiceNow Fundamentals 243

This example shows the different values returned by the getUserXXXX() methods.

addInfoMessage() – adds a blue informational message to the top of a form or list.

addErrorMessage() – adds a red warning message to the top of a form or list.

Scripting in ServiceNow Fundamentals 244

• Primarily work with form objects, tables, fields, and logging

• Examples
– getProperty(), getPreference()
– getDisplayColumn(), tableExists() The display value for sys_user is Beth Anglin
– nil(), eventQueue() The assigned_to field does not have a value
glide.ui.chart.height = 300
– print(), log(), logError(), getMessage()

getProperty() – returns the value of a Glide property.

getPreference() – gets a user preference.
getDisplayColumn() – gets the display column for the table.
tableExists() – determines if a database table exists by returning true.
nil() – returns true if a field's value is null or an empty string ("").
eventQueue() – queues an event for the event manager.
print() – writes a message to the system log.
log() – logs a message to the system log and saves it to the syslog table.
logError() – logs an error to the system log and saves it to the syslog table.
getMessage() – Retrieves a message from UI messages.

Scripting in ServiceNow Fundamentals 245

Scripting in ServiceNow Fundamentals 246

• Work with Date and Time data

• Examples
– beginningOfLastWeek()/endOfLastWeek(),
beginningOfNextMonth()/endOfNextMonth()
– dateDiff()
– now(), nowDateTime()
– minutesAgo(), quartersAgo(), monthsAgo(), yearsAgo()

Today is April 10, 2018.

2 hours ago it was 13:15:32.
It is not the first day of the week.

beginningOfLastWeek() – date and time for the beginning of last week in GMT (yyyy-mm-dd
hh:mm:ss).
beginningOfNextMonth() – date and time for the beginning of next month in GMT.
dateDiff() – calculates the difference between two dates.
endOfLastWeek() – date and time for the end of last week in GMT.
endOfNextMonth() – date and time for the end of next month in GMT.
minutesAgo()/daysAgo()/quartersAgo()/monthsAgo()/yearsAgo() – returns the date and time a
specified number of minutes/quarters/months/years ago. Negative numbers will show a date and
time in the future.
now() – current date.
nowDateTime() – current date and time in the user-defined format.

Scripting in ServiceNow Fundamentals 247

This example was prepared using GlideSystem methods in a Business Rule on the User [sys_user]
table.

When passed a date field as an argument, the getDisplayValue() method returns the date and time
in the user's time zone rather than in GMT.

Scripting in ServiceNow Fundamentals 248

• The GlideDate and GlideDateTime APIs are used to manipulate date

and time values.
• You can create a GlideDateTime object from a GlideDate object by
passing in the GlideDate object as a parameter to the GlideDateTime
constructor.

Output:
2015-01-01
2015-01-01 00:00:00

The GlideDateTime class provides methods for performing operations on GlideDateTime objects,
such as instantiating GlideDateTime objects or working with glide_date_time fields.

In addition to the instantiation methods described above, a GlideDateTime object can be

instantiated from a glide_date_time field using the getGlideObject() method.
For example:

var gdt = gr.my_datetime_field.getGlideObject();

Note: Methods can use the Java Virtual Machine time zone, so use equivalent local time and UTC
methods whenever possible to prevent unexpected result.

Scripting in ServiceNow Fundamentals 249

The complete set of GlideSystem methods can be found on the ServiceNow Developer site.
1. Select API.
2. Select Server.
3. Select LEGACY.
4. Locate and expand the GlideSystem category on the left.

Scripting in ServiceNow Fundamentals 250

• Lab 6.1
– Time: 10-15m
– Setting the CAB Date
• Write a Business Rule using GlideSystem date and time methods
• Lab 6.2
– Time: 10-15m
– Re-open Problem Date Validation
• Write a Business Rule using GlideSystem date and time methods

Scripting in ServiceNow Fundamentals 251

Lab Summary
You will achieve the following:
• Write a Business Rule using GlideSystem date and time methods to set the CAB date
for a Change Request to Wednesday of next week.
• Mark a Cloud Dimensions' Phase II requirement complete.

Business Problem

2nd level IT Analysts from various teams have requested the Change Management team use
the CAB date field on the Schedule tab to inform them at which CAB meeting their Change
Request will be reviewed. The Change Management team has been doing their best to
populate the field manually, but many times the information is missed.

As CAB meetings are held every Wednesday, the Change Management team has requested the
field be automatically populated with next Wednesday's date. Using this strategy, they will
only be required to update the field if there is an exception vs. populating the date for every
new Change Request.

Project Requirement
Set the CAB date to Wednesday of next week for new Change Requests.

Scripting in ServiceNow Fundamentals 252

Name: Lab 6.1 Set CAB Date

Table: Change Request [change_request]
Active: Selected (checked)
Advanced: Selected (checked)
When: before
Order: 300
Insert: Selected (checked)

2. On the Advanced tab, within the executeRule() function in the Script field, type
try followed by the <tab> key to insert the try Syntax Editor Macro (created in Lab
2.1).

3. Select the Format Code icon on the Syntax Editor toolbar to properly align the code.

4. Update the statement in the catch block to use the server-side gs.log() method
instead of the client-side g_form.addErrorMessage() method.

5. Examine the pseudo-code for the script you will write:

• Set the CAB date to next Monday.
• Convert the CAB date to a numeric value (UNIX time format).
• Calculate the number of milliseconds in two days.
• Add two days to the CAB date.
• Set the CAB date to Wednesday next week.

6. Write the script in the try block:

Scripting in ServiceNow Fundamentals 253

B. Test Your Work

1. Create a new Change Request.

2. Select Normal: Changes without predefined plans that require approval and CAB
authorization.

3. Enter Testing Lab 6.1 in the Short description field.

4. Save the record, remain on the form.

5. Navigate to the Schedule tab.

6. Is the CAB date correct? If not, debug and re-test.

Hint: A common mistake is to forget to multiply by 1000. Make sure to account for the
milliseconds to get the correct date.

7. Make the Business Rule inactive.

Lab Completion
Great job! You successfully completed the requirement and practiced using many different
GlideSystem methods in a server-side script.

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Lab Summary
You will achieve the following:
• Write a Business Rule using GlideSystem date and time methods to verify if a
Problem hasn't been closed for more than 30 days if a user attempts to re-open the
record.
• Complete a Cloud Dimensions' Phase II requirement.

Business Problem

After analyzing the data, the Problem Management team determined it is common practice for
IT Analysts to re-open Problem records to document ongoing work performed on the same
Configuration Item (CI). In some cases, the re-open was valid. In other cases, the re-open was
not valid, as it was a new issue altogether.

After digging a little deeper, the team also determined where there was a valid re-open, the
failure of the permanent fix presented itself in less than one week.

To eliminate the practice of incorrectly re-opening Problem records, the Problem Management
team has put a policy in place stating Problem records cannot be re-opened after 30 days. The
team feels this window is sufficient to catch any valid re-opens. They are requesting
ServiceNow be configured to help enforce this policy.

Project Requirement
Prevent Problem records from re-opening if closed for more than 30 days.

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© 2019 ServiceNow, Inc. All Rights Reserved
A. Update a UI Action
1. Navigate to Problem > All on the Application Navigator.
TIP FROM
2. Select a Problem. THE FIELD:
There is a quick way
3. On the form's Context menu ( ), Select Configure -> UI
to open a specific UI
Actions.
Action. Navigate to
the form. Right Click
4. Search the Name column for the UI Action Re-Analyze.
the UI Action above
5. Select Re-Analyze. the Related Links.
Select Edit UI Action.
6. Examine the pseudo-code for the script you will write:

• Read today's date into a variable.

• Read the Closed date into a variable.
• Determine the difference between today and the closed date.
• Calculate 30 days, read the answer into a variable.
• If the number of days between today and the Closed date is larger than 30,
o Add an error message to the form page.
• else
o Allow the problem to be re-analyzed

7. Write the script.

a) Scroll down to the Script field.

b) Write the script:

8. Select Update.

Scripting in ServiceNow Fundamentals 256

2. Open any closed Problem record.

3. Ensure the value in the Completed field (on the Other Information tab) is greater
than 30 days.

4. Select the UI Action Re-Analyze.

5. Save the record; remain on the form.

6. Do you see an error message at the top of the form? If not, debug and re-test.

C. Revert to the Original Version

1. Navigate to the UI Action Re-Analyze.

2. Scroll down to the Versions Related Lists.

3. Select the Version record with the state Previous.

4. Select the Related Links Compare to Current.

5. Select the Script field.

6. Compare the Selected Version with the Current Version.

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7. If the selected version matches the original script, select Cancel to return to the
page Compare to Current.

8. At the bottom of the page, select Revert to Selected Version.

9. Select OK and a message will appear to state the ui action has been updated to the
previous version.

10. Navigate to the UI Action Re-Analyze to confirm it has been restored to original
version.

Lab Completion
Well done! You successfully completed the requirement and practiced comparing dates in the
Global space using GlideSystem methods.

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• You must use Scoped APIs when developing scripts for scoped applications
• The Scoped GlideSystem API provides methods for accessing system-level
information in scoped applications
– Logged in user
– General system
– Logging

• Error messages advise developers when methods are used in the wrong
scope

Scoped Glide APIs do not provide all the methods included in the global Glide APIs, and you cannot
call a global Glide API in a scoped application. The complete set Scoped GlideSystem methods can
be found on the ServiceNow Developer site.
1. Select API.
2. Select Server.
3. Select SCOPED.
4. Locate and expand the GlideSystem category on the left.

IMPORTANT
The Scoped GlideSystem API does not provide methods to work with date/time fields. Use
GlideDate or GlideDateTime methods (Scoped and Legacy). Detailed information on both
of these APIs can be found on the ServiceNow Developer site.

Scripting in ServiceNow Fundamentals 259

Write log messages in a private application scope

– debug()
– error()
Navigate to System Logs to
– info() review log message output
– warn()
– isDebugging()

gs.debug( ) log messages

are located at the bottom
of a form when Session
Debugging is turned on

Scoped GlideSystem logging methods are available for scripts in private application scopes.
• debug() – sets the log Level to 'Debug'. Use to log informational messages useful for debugging.
• error() – sets the log Level to 'Error'. Use to log messages that might still allow the system to
continue running.
• info() – sets the log Level to 'Information'. Use to log informational messages describing progress.
• warn() – sets the log Level to 'Warning'. Use to log potentially harmful messages.
• isDebugging() – determines if debugging is active for a specific scope.

Navigate to System Logs > System Log > All to locate gs.error(), gs.warn(), and gs.info() output.
These messages along with messages from gs.debug() are also located at the bottom of a form
when System Debugging is turned on.

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Spelling Error

Navigate to System Logs > System Log > Errors

If using logging methods in production, always select the appropriate log type for the event or log
message (error, info, warn or debug).

Scripting in ServiceNow Fundamentals 261

User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation ✔
4 Populate Change's CAB date field with next CAB meeting date ✔
5 Prevent Problems from re-opening if closed for more than 30 days ✔
6 Update Problem and Child Incidents with RCA details from parent Incident
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations

Lab 6.1 fulfills requirement 4.

Lab 6.2 fulfills requirement 5.

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GlideSystem
• Use the appropriate object methods based on your scope
– GlideSystem
– Scoped GlideSystem
• Write validation scripts for forms with dates
Good Practices

– Start date validation

– End date validation
• Use the GlideSystem date methods rather than JavaScript date methods for
convenience
• Always check the ServiceNow Developer's portal for the latest information on the
GlideSystem and Scoped GlideSystem APIs and their methods

Scripting in ServiceNow Fundamentals 263

Core Concepts Real World Cases

The GlideSystem and Scoped GlideSystem APIs •Why would you use these
provide methods to access system-level
information capabilities?
GlideSystem methods fall into three categories:
• User
• General •When would you use these
• Date/Time
capabilities?
Scoped GlideSystem methods fall into three
categories:
• User
• General
•How often would you use these
• Logging capabilities?
Methods execute server-side

Discuss: Why, when, and how often would you use the capabilities shown in this module.

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Module 7: GlideRecord
Scripting Ov erv iew Module Objectives
Client Scripts – Explore the GlideRecord API
– Learn how to write a GlideRecord query
UI Policies
– Determine if records are returned from a query
Catalog Scripting – Take action on returned records
Business Rules
Labs
GlideSystem Lab 7.1 Two GlideRecord Queries
GlideRecord Lab 7.2 RCA Attached: Problem and Child Incidents
Lab 7.3 addEncodedQuery()
Ev ents
PLEASE NOTE:
Script Includes
• This module demonstrates how to use various GlideRecord
methods using Business Rules.
UI Actions
• Once you learn how to use these Class methods, they can be
Flow Designer included in any server-side script.

Scripting in ServiceNow Fundamentals 265

• Used for database operations instead of writing SQL queries

• An object containing zero or more records from the same table (ordered list)
• Contains records (rows) and fields (columns)
• Executes server-side

number sys_id

PRB000002 5137153cc611227
Record1 c000bbd1bd8cd2
Record2 005
PRB0000003 681ccaf9c0a8016
RecordN 400b98a06818d57
c7

Any table row from any table can become a GlideRecord.

GlideRecord queries can be called client-side but this should be avoided due to performance impact.
The getReference() method previously discussed in Module 3 – Client Scripts performs a GlideRecord
query.

Scripting in ServiceNow Fundamentals 266

Strategy for creating a new GlideRecord query

1. Create a GlideRecord object for the table of interest
2. Build the query condition(s)
3. Execute the query
4. Process returned records with script logic

number sys_id

Script queries CHG000002 5137153cc611227 Rows returned as

c000bbd1bd8cd2
the database 005 GlideRecords
CHG000000 681ccaf9c0a8016
3 400b98a06818d57
c7

This strategy outlines the necessary steps for creating and populating a GlideRecord object, then
processing any returned records.

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Create New
Step 1: Create a GlideRecord Object for the Table of Interest
• To query a table, first create an object for the table
• Object is called a GlideRecord
• Only parameter needed is the name of the table

var myObj = new GlideRecord('table_name'); Syntax

var myObj = new GlideRecord('change_request'); Example

select * from change_request

The example creates a variable called myObj which is a GlideRecord object for the Change Request
[change_request] table.

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addQuery()
Step 2: Build the Query Condition(s)
• addQuery() builds a SQL select statement (not seen by the user)
• Each addQuery() call adds a new "where" clause to the select statement
• addQuery() calls are automatically AND'ed

var myObj = new GlideRecord('change_request');

myObj.addQuery('category','=','Hardware');
myObj.addQuery('priority','!=',1);

select * from change_request where category = 'Hardware' AND priority != 1;

The example shown only builds the select statement; it does not execute it.

TIP FROM THE FIELD

In a SQL statement , the “where” clause has a direct effect on how long it takes to return
data. Since the query conditions generate a SQL statement, use the appropriate query
conditions and the right number of them to generate the correct “where” clause. If you do
not use the correct query conditions, performance of a query can be degraded.

Scripting in ServiceNow Fundamentals 269

• Used to search the database for matching records

Numeric String
= != = !=
> >= STARTSWITH ENDSWITH
< <= CONTAINS DOESNOTCONTAIN

• Must be in quotes
myObj.addQuery('priority','!=',1);
myObj.addQuery('work_notes','CONTAINS','Fixed');

• In the absence of an operator, method assumes condition to test is equality

myObj.addQuery('category','Hardware');

Is the same as
myObj.addQuery('category','=','Hardware');

Numeric comparison operators:

> field must be greater than the value supplied
>= field must be equal or greater than the value supplied
< field must be less than the value supplied
<= field must be equal or less than the value supplied

String comparison operators:

STARTSWITH – field value must start with the value supplied
ENDSWITH – field value must end with the value supplied
CONTAINS – field value must contain the value supplied somewhere in the text
DOES NOT CONTAIN – field value must not have the value supplied anywhere in the text

Both numeric and string comparison operators:

= field must be equal to the value supplied
!= field must not equal the value supplied

See ServiceNow's Product Documentation for information on additional operators.

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Query
Step 3: Execute the Query
• Use the query() method to execute the query
• Returns zero or more rows
• Each record returned is a GlideRecord object
var myObj = new GlideRecord('change_request');
myObj.addQuery('category','=','Hardware');
myObj.addQuery('priority','!=',1);
myObj.query();
Record1
myObj.query( ); number sys_id
Record2 GlideRecord
CHG000002 5137153cc6
11227c000b
bd1bd8cd2
RecordN returned
005
CHG00000 681ccaf9c0
03 a8016400b9
8a06818d57
c7

The _query() method provides the same functionality as the query() method. It is intended to be
used on tables where there is a column named 'query', which would interfere with using the query()
method.

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Process Returned Record
Step 4: Process Returned Records With Script Logic
• next() moves to the next record in the GlideRecord object
– while() iterates through all returned records
while(myObj.next()) {
// script logic
// Reference current record as <object name>.<property> (e.g. myObj.state)
}

– if() process only the first record returned

if(myObj.next()){
//script logic
}

• hasNext() steps through returned records and determines if there are any
more records
if(myObj.hasNext()){
//script logic
}

.hasNext() returns true when there is a next record, but does not load that record into the object for
processing. Select this method to execute script logic when a next record simply exists, but access to
the record's data is not needed.

By default queries with invalid field names run but ignore the invalid condition. A true/false
glide.invalid_query.returns_no_rows System Property can be added to the System Property table
with its value set to true to instead have invalid queries return no rows in the GlideRecord object.

The method _next() has the same functionality as next(). It is intended to be used on tables where
there is a column named 'next', which would interfere with using the next() method.

Scripting in ServiceNow Fundamentals 272

• Use the update() method to save changes to the records in the GlideRecord
• If record does not exist, it is inserted

var incGR = new GlideRecord('incident');

incGR.addQuery('problem_id', '=',current.sys_id);
incGR.query();

while (incGR.next()) {
incGR.work_notes = "Related Problem " + current.number + "
closed with the following Close Notes:\n\n" +
current.close_notes;
incGR.update();
}

In the example shown, the work_notes fields in the returned Incident records are updated with the
the value currently in the related Problem's close_notes field.

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Put it All Together
//Step 1: Create a GlideRecord object for the table of interest
var myObj = new GlideRecord('table_name');

//Step 2: Build the query condition(s)

myObj.addQuery('field_name','operator','value');
myObj.addQuery('field_name','operator','value');

//Step 3: Execute the query

myObj.query();

//Step 4: Process returned record(s) with script logic

while(myObj.next()){
//Script logic
//Reference current record as <object name>.<property> (e.g. myObj.state)
//Use myObj.update() to save changes made to records
}

To automatically insert GlideRecord syntax containing an addQuery() method, use the Syntax Editor
Macro vargr. This macro inserts an if() at end of the code stub, in most cases you will want to
change this to a while() so you can execute the script logic on all returned rows and not just the first
one.

To insert GlideRecord syntax containing an addOrCondition() method, use the script macro vargror.

Scripting in ServiceNow Fundamentals 274

• Use the addOrCondition() method to add a new condition to a select

statement using OR
• Works with addQuery()

var myObj = new GlideRecord('change_request');

var q1 = myObj.addQuery('category','=','Hardware');
q1.addOrCondition('priority','!=',1);

select * from change_request where category = 'Hardware' OR priority != 1;

Use an object variable and addQuery() to add the first condition and addOrCondition() for the
second condition.

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addOrCondition()
Mixing ANDs and ORs
• Create "groups" to represent ( )
• (A or B) and (C or D)
var myObj = new GlideRecord('incident');
var q1 = myObj.addQuery('state','<',3);
q1.addOrCondition('state','>',5);
var q2 = myObj.addQuery('priority',1);
q2.addOrCondition('priority',5);
myObj.query();

select * from incident where (state < 3 OR state > 5) AND (priority = 1 OR priority = 5);

Each 'group' in the select statement is its own object in the script.

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get()
Query for a Single Record
• get(Object name, Object value)
• Used to query for a single record
• Returns
– True if a record is found
– False if a record is not found

if(!current.parent_incident.nil()) {
var myObj = new GlideRecord('incident');
myObj.get(current.parent_incident);
myObj.u_rca = true;
myObj.update();
Unique value
}

Defines a GlideRecord based on the specified expression of name = value. If value is not specified,
then the expression used is sys_id = name.

This method performs a next() operation before returning.

TIP FROM THE FIELD

If you are not 100% sure the get() method will return a record, consider using an if()
condition to first check if you retrieved a GlideRecord. If not, script logic can be written to
handle that scenario.

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Confirm Records Returned
Did My Query Return GlideRecords?
• getRowCount() method
var myObj = new GlideRecord('incident');
myObj.addQuery('caller_id',current.caller_id);
myObj.query();
var retRows = myObj.getRowCount();
gs.log("Returned number of rows = " + retRows);

• GlideAggregate object and methods

var count = new GlideAggregate('incident');
count.addQuery('caller_id',current.caller_id);
count.addAggregate('COUNT');
count.query();
var incidents = 0;
if (count.next()){
incidents = count.getAggregate('COUNT');
}
gs.log("Returned number of rows = " + incidents);

Both of these options return the number of rows meeting the query criteria.

The first option, getRowCount(), is a lot less code to write but has a significantly larger performance
impact and is not recommended for use with tables with large amounts of data. This strategy
retrieves the rows one by one and increments a counter.

The second method, GlideAggregate() is more work for the developer, but results in a faster
execution. This strategy executes a true COUNT select statement: select COUNT(*) from
table_name; This strategy is always recommended for cases where the returned number of rows is
greater than 100 and for tables that grow continuously. If in doubt, use this strategy.

See the ServiceNow Developer site for more information on the GlideAggregate API.

Scripting in ServiceNow Fundamentals 278

• Builds SQL select statement (not seen by the user)

• Passes all query where clauses as a single argument
• Best option for complex queries

glideRecordObject.addEncodedQuery('where clauses'); Syntax

myObj.addEncodedQuery('approval=approvedâssigned_to=
681b365ec0a80164000fb0b05854a0cdÔrassigned_to=f298d2 Example
d2c611227b0106c6be7f154bc8êd_dateONThis
year@javascript:gs.beginningOfThisYear()@javascript:g
s.endOfThisYear()');

Although this example looks overwhelmingly complex, it is easy to build the where clause(s) using
the Condition builder.

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addEncodedQuery()
Build an Encoded Query
1. Open the list for the table of interest
2. Build the query using the Condition Builder
3. Run the query to ensure correct results
4. Right-click the breadcrumbs and select Copy query

Remember, you can type <table name>.list into the Application Navigator’s Search field to quickly
open the list view for a table (e.g. entering sys_user.list will open the list view of the User [sys_user]
table in the content pane).

When right-clicking the breadcrumbs and selecting Copy query, the query copied to the clipboard
will contain only those parts of the query from where you clicked and to the left. In this example, if
you right-click on Approval=Approved, you will only have that part of the where clause. If you right-
click on Planned end date on This year, you will copy the entire set of where clauses.

IMPORTANT
Always test queries on a development instance prior to deploying them to a production
instance. An incorrectly constructed encoded query (e.g. including an invalid field name),
produces an invalid query. When the invalid query executes, the invalid part of the query
condition is dropped, and the results are based on the valid part of the query, which may
return all records from the table. Using an insert(), update(), deleteRecord(),
or deleteMultiple() method on bad query results can result in data loss.

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Updating Records
Update Records On Another Table
• Table specified in the GlideRecord object can be different from the table
identified in the Business Rule

For example, the baseline SNC - ITIL - Close Related Business Rule closes all related Incident records
when a Problem record closes. The Business Rule identifies the Problem table in its trigger, and the
GlideRecord query updates the appropriate Incident records.

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The complete set of GlideRecord methods can be found on the ServiceNow Developer site.
1. Select API.
2. Select Server.
3. Select LEGACY.
4. Locate and expand the GlideRecord category on the left.

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• Class inherited fromGlideRecord

• Performs the same functions as GlideRecord AND enforces ACLs

Non-writable Fields Checking for NULL Values

• Are set to NULL when trying • If an element cannot be read because an
to write to the database ACL restricts access, a NULL value is
• canCreate() on the column created in memory for that record
is replaced wit h canWrite() • You do NOT have to check for read
• If it returns false, the column access
value is set to NULL if (!grs.canRead()) continue;
• The next () method simply moves to the
next record in the GlideRecord object

GlideRecord can handle a variety of data manipulation tasks, but can it restrict data to certain users?
Yes, the GlideSystem methods discussed in Module-6, like hasRole(), canRead(), and canWrite() used
in conjunction with GlideRecord will restrict data to users that have the correct roles. However, you
must include the appropriate conditional checks every time data is queried. This strategy is NOT
considered best practice.

GlideRecord example GlideRecordSecure example

var count = 0; var count = 0;
var gr = new GlideRecord('mytable'); var grs = new GlideRecordSecure('mytable');
gr. query(); grs.query();
while (gr.next()) { while (grs.next()) {
if (!gr.canRead()) continue; grs.val = "val-" + grs.id;
if (!gr.canWrite()) continue; if (grs.update())
if (!gr.val.canRead() || count ++;
!gr.val.canWrite()) }
gr.val = null;
else
gr.val = "val-" + gr.id;
if (gr.update())
count ++;
}

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• Lab 7.1
– Time: 20-25m
– Two GlideRecord Queries
• Practice using Business Rules to locate records from one table
and update another table
• Lab 7.2
– Time: 20-25m
– RCA Attached: Problem and Child Incidents
• Create a Business Rules to update records and related records
• Lab 7.3
– Time: 5-10m
– addEncodedQuery()
• Practice creating an Encoded Query and using
addEncodedQuery() in a GlideRecord

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Lab Summary
You will achieve the following:
• Write a GlideRecord query to locate a set of Incidents
• Write a second GlideRecord that:
o query to locate a set of users.
o Trigger the Business Rule from one table, but make updates to records on a
different table.

A. Script 1: Find Active SAP Incidents

1. Create a new Business Rule.

Name: Lab 7.1 SAP Incidents

Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: after
Order: 150
Insert: Selected (checked)
Update: Selected (checked)

2. Switch to the Advanced tab.

3. Within the executeRule() function in the Script field, type vargr followed by the
<tab> key to insert the standard GlideRecord syntax (stored in the baseline Syntax
Editor Macro).

4. Select the Format Code icon on the Syntax Editor toolbar to properly format the
script.

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a) Update the name of the GlideRecord object to something more meaningful

(considered good practice).

b) Replace the word "if" with while.

c) Optional: Insert a blank line between the query() statement and the while()
statement for easy readability.

d) Compare your script with this code. Make any adjustments if necessary.

6. Update the GlideRecord query to find all active Incidents where Short Description
contains SAP.

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7. Now update the Script to identify the Incidents matching the query criteria by their
Number. You can use this script as a guide, or any other identification strategy of
your choice.

8. Select Submit.

B. Test Your Work

1. Type incident.list in the Application Navigator’s Search field, and press <Enter> on
your keyboard to open the list view of the Incident table.

2. Use the Condition Builder to build the same query you just scripted.

3. Run the query and record the number of returned rows here: ________________.

4. Create a new Incident and populate the mandatory fields with values of your choice.

5. Save the record, remain on the form.

6. Did your script locate the expected records? If not, debug and re-test your Business
Rule.

7. Make the Lab 7.1 SAP Incidents Business Rule inactive.

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C. Script 2: Update Executive User Records
1. Using the GlideRecord strategies, you have learned so far, create, test, and debug a
GlideRecord query on your own.

a) Find all users with Vice, VP, or Chief in their title.

b) Make the users VIPs.

Hint: VIP is a Boolean field on the User [sys_user] table. The VIP field is not displayed on the
User records unless the form/list is configured.

Hint: Use the GlideRecord update() method to modify the User records.

Note: Experienced scripters are encouraged to do this without looking at provided code,
however, if you are new to scripting and require assistance, you will find an example of a
Business Rule that can be used as a guide on the next page.)

2. Did your script locate and update the expected records? If not, debug and re-test
your Business Rule.

3. Make the Business Rule inactive.

Lab Completion
Great job! You thoroughly understand how to query the database using GlideRecord
methods. If you were able to complete the second Business Rule on your own, bonus points
for you.

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D. Business Rule Example for Script 2
1. Create a new Business Rule.
Name: Lab 7.1 VIP Users
Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: after
Order: 100
Insert: Selected (checked)
Update: Selected (checked)

Script:

2. Test the Script

a) Use the Condition Builder on the Users [sys_user] table to build the same query
you just scripted. Make a mental note of the number of returned rows.

b) Create a new Incident.

c) Submit the record.

d) Navigate to System Logs > Script Log Statements to review the log message.

e) Did your script locate the expected records? If not, debug and re-test your
Business Rule.

f) Make the Business Rule inactive.

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Lab Summary
You will achieve the following:
• Create a Business Rule to update related Problem and Child Incident records. When
this lab is complete, you will mark a Cloud Dimensions' Phase II requirement
complete.

Business Problem

The Problem Management team currently updates Problems and Child Incidents manually with
the Root Cause Analysis (RCA) details from Parent Incident records. The team is requesting
automation be put in place to relieve them of the tedious and time-consuming updates.

Project Requirement
Create a Business Rule to update Problem and Child Incident records with RCA details from the
Parent Incident. To ensure the RCA details are finalized, ensure the Business Rule only
executes when the State of the Parent Incident changes to Closed.

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Name: Lab 7.2 RCA Update PRB and Child INCs

Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: after
Order: 100
Insert: Selected (checked)
Update: Selected (checked)
Condition: current.state.changesTo(IncidentState.CLOSED)

2. Examine the pseudo-code for the script you will write:

• When the value of State changes to Closed
o If the Problem field has a value
§ Create a new GlideRecord object for the Problem table
§ Get the current Problem into the new GlideRecord object
§ Update the Problem's Work notes with the RCA source and current value
of RCA
o Create a new GlideRecord object for the Incident table
o Query for incidents where the value of Parent Incident is the same as the
current Incident
o Query the database
o While there are records returned
§ Update the Child Incident's RCA field to indicate the RCA source and
current value of RCA

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4. Select Submit.

B. Test Your Work

1. Create a new Incident.

a) Configure the record:

Caller: <Select any User of your choice>
Short description: THIS IS MY PARENT INCIDENT
Problem (Related Records tab): <Select any "active" Problem record>

b) Write the Problem number you chose here: ___________________.

c) Write the Incident number here: ___________________.

d) Select Submit.
2. Create another new Incident.

a) Configure the record:

Caller: <Select any User of your choice>

Short description: This is Child Incident #1
Set Parent Incident to the Incident from step 1.

b) Select Submit.

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a) Configure the record:

Caller: <Select any User of your choice>

Short description: This is Child Incident #2
Set Parent Incident to the Incident from step 1.

b) Select Submit.

4. Open the Parent Incident from step 1.

5. Navigate to the Child Incidents Related List and confirm both of your Child Incidents
appear in the list. If not, review your Child Incident records and ensure the Parent
Incident is identified in both of the records.

6. Update these fields:

RCA: Parent Incident RCA field contents

State: Closed
Resolution code: Solved (Permanently)
Resolution notes: Resolution notes from my Parent Incident

7. Select Update.

8. Open the Problem you recorded in step 1b. Do you see the Root Cause Analysis data
in the Activity list? If not, debug and re-test.

9. Open each of the Child Incident records. Are the RCA fields populated? If not, debug
and re-test.

10. Make the Business Rule inactive.

Lab Completion
Well done! You have successfully updated records on two different tables using one Business
Rule.

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Lab Summary
You will achieve the following:
• Re-write and augment a previous lab's GlideRecord query using the
addEncodedQuery() method.

Lab Dependency: You must have the Lab 7.1 VIP Users Business complete to do this lab.

A. Preparation
1. Open the VIP Business Rule you wrote in Lab 7.1 (users with Vice, VP, or Chief in
their title).

2. Rename the Business Rule Lab 7.3 addEncodedQuery.

3. Make the script Active.

4. Select Insert on the form's Context menu.

5. Navigate to User Administration > Users.

6. Use the Condition Builder to build a query looking for users with Vice, VP, or Chief in
their title.

7. Add an additional query to search for users who have the itil role.

8. Run the query.

9. Record the number of records meeting the criteria here: _______________.

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10. Right-click the right-most condition of the query in the breadcrumbs and select Copy query.

B. Modify the Script

1. Re-write the Lab 7.3 addEncodedQuery Business Rule script to use the
addEncodedQuery() method.

a) Delete any script statements that are no longer needed.

b) Add the addEncodedQuery() method to the script.

c) Paste the copied query from your clipboard into the addEncodedQuery() method
as the parameter.

2. Select Update.

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C. Test Your Work
1. Force the Lab 7.3 addEncodedQuery Business Rule to execute.

2. Was the expected number of records returned? If not debug and re-test your
Business Rule.

3. Make the Business Rule inactive.

Lab Completion
Good job! You have successfully used the addEncodedQuery() GlideRecord method.

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Scoped GlideRecord
• You must use Scoped APIs when developing scripts for scoped applications
• The Scoped GlideRecord API provides methods for database operations in
scoped applications
• The complete set of methods is available on the ServiceNow developer site

Follow these steps to locate Scoped GlideRecord information ServiceNow Developer site.
1. Select API.
2. Select Server.
3. Select SCOPED.
4. Locate and expand the GlideRecord category on the left.

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User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation ✔
4 Populate Change's CAB date field with next CAB meeting date ✔
5 Prevent Problems from re-opening if closed for more than 30 days ✔
6 Update Problem and Child Incidents with RCA details from parent Incident ✔
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations

Lab 7.2 fulfills requirement 6.

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GlideRecord
• Use the appropriate object methods based on your scope
– GlideRecord
– Scoped GlideRecord

• Use GlideAggregate instead of getRowCount() for large tables and

Good Practices

production instances
• Perform all record queries in server-side scripts for improved performance
• Use _next() and _query() for tables containing next and query columns
• When deleting/inserting/updating records with GlideRecord methods,
practice writing the list of records to a log to insure you do not accidentally
modify records you still need before enabling the methods that modify the
database (there is no undo!)

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Core Concepts Real World Cases

GlideRecords are rows returned from the database •Why would you use these
capabilities?
A GlideRecord query can be created for any table

The query() method executes a select statement •When would you use these
against a database table
capabilities?
Use a while loop to iterate over returned
GlideRecords
GlideAggregate() and getRowCount() tell how •How often would you use these
many rows are returned to a GlideRecord
capabilities?
Use encoded queries for complex query
conditions

Discuss: Why, when, and how often would you use the capabilities shown in this module.

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Module 8: Script an Event
Scripting Ov erv iew Module Objectives
Client Scripts – Define what it means to be an Event
– Know how to generate an Event
UI Policies
– Create Script Actions to respond to Events
Catalog Scripting – Determine if an Event is generated
Business Rules

GlideSystem

GlideRecord Labs
Events
Lab 8.1 Tracking Impersonations
Lab 8.2 Incident State Event
Script Includes

UI Actions

Flow Designer

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Script an Event: Overview
What is an Event?
• Indication something notable has occurred in the system
• Recorded in the Event Queue when the event occurs
• Examples
– A record is inserted, updated, deleted, or queried
– User has logged in
– Log information, warning, or error
– Impersonation started
Script Script
Actions
Business Event
Rule Queue Email
Workflow Notifications

Although any server-side script can generate an event, most will be generated by Business Rules or
Workflows.

Events are not actions but rather an entry in the Event Queue.

Logic must be written to respond to entries in the Event Queue and take action.

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Working With Events
• To create an Event
1. Register the Event
2. Create a queue (optional)
3. Create a script to generate the Event
4. Create a script to respond to the Event
Event Registry
scriptEvent1
scriptEvent2

Event Response to
Event Queue
Generated Event

The Event Registry table records the Events that can be called and responded to. Although scripts
can call any Event, if it is not registered, no response will occur.

Unless otherwise specified, all user-created events appear in the default queue.

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Create an Event
Step 1: Register the Event
• Open System Policy > Events > Registry
• Select New
• Create the Event

Optional

Event name – name used in script logic to generate the event. By convention the event name is
<table name>.<event name>. The table_name is not automatically added to the Event name and
must be added manually.
Table – database table for the event.
Fired By – list of scripts calling this event. This is used for troubleshooting only and not for event
processing. Whenever you add an event to a script, update this field.
Description – documents the event purpose. Be sure to put a meaningful description for future
reference. If you alter the meaning of an event, update this field.
Application – identifies the scope containing the event.
Queue – the event processing queue which manages this event. If left blank, the event is processed
by the default queue. User-defined queues should be all lowercase and use underscores to separate
words.

ServiceNow cannot respond to events unless they have been registered. The method used to
generate events can be passed any string as the event parameter. Events generated with
unregistered event names will be inserted in the event queue but no ServiceNow processes will
respond to the event queue entry.

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Create a New Event
Step 2: Create a Queue (optional)
• Open System Scheduler > Scheduled Jobs > Scheduled Jobs
• Open the text index events process Scheduled Job
– IMMEDIATELY select Insert and Stay to make a copy of the record
• Modify the parameters of the new record
1. Change the value in the Name field
2. Pass the user-defined queue name in the Job context field

CAUTION!
Do not overwrite the text index events process Schedule Item!
Overwriting the text index events process Schedule Item removes ServiceNow's ability to
process that baseline queue. Use Insert and Stay as soon as possible to save your new
Schedule Item.

When you are creating a queue, the value passed to the GlideEventManager() method must match
the value of the Queue field in the Event Registry.

By default, the scheduler checks for messages in this queue every 30 seconds. (Trigger type =
Interval and Repeat = 30 seconds.)

Sending an event to the text index events process queue could potentially delay processing of higher
priority events. For example, if an event is generated every time a record is imported, a large Import
Set could delay processing of the more important Priority1Event.

Use this feature only when there is a possibility of long Script Action Processing times or rapid
generation of events causing high volumes in the queues.

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Create a New Event
Step 3: Create a Script to Generate the Event
• Use the gs.eventQueue() GlideSystem method in any server-side script
• Syntax:
gs.eventQueue("<event_name>", object, parm1, parm2);

• Example:
gs.eventQueue("problem.myInsertedProblem", current, "Number: " +
current.number, "Created by: " + gs.getUserDisplayName());

event_name – name of Event in Registry.

object – current, previous, or a GlideRecord Object.
parm1 – optional parameter used to pass a string. If you do not need to pass this parameter the
convention is to pass gs.getUserID().
parm2 – optional parameter used to pass a string. If you do not need to pass this parameter the
convention is to pass gs.getUserName().
parm3 – optional parameter can be used to pass the name of a queue. This parameter overwrites a
value provided by the Queue field on the Event's Registry record. Syntax example:

gs.eventQueue("problem.myInsertedProblem", current, current.number,

gs.getUserDisplayName(), "js_queue");

parm1 and parm2 can be strings ("hello world"), properties (current.assigned_to), variables
(myString), or methods (gs.getUserID()).

The example shown calls the registered event problem.myInsertedProblem and passes it the current
object, the number of the current record, and the value of gs.getUserDisplayName().

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Create a New Event
Generate the Event at a Fixed Time
• Use the gs.eventQueueScheduled() GlideSystem method
• Syntax:
gs.eventQueueScheduled("<event_name>", object, parm1, parm2, time);

• Example:
gs.eventQueueScheduled("problem.reminder", current, "Event time: " +
current.u_reminder, gs.getUserName(),
current.u_reminder);

The time parameter is set to a record field containing a Date/Time value. The event is generated at
the time passed in this field.

The example shown calls the registered event and passes it the current object, the string "Event
time:" + the value in the current.u_reminder field, the value of gs.getUserName(), and the date/time
for the event to be generated.

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Did the Event Occur?
Checking for Events
• Check for generated events in System Policy > Events > Event Log
– Created is the time when the event was added to the queue
– Parm1 and Parm2 fields show resolved values
– Processed is the time when the event was processed
– Processing duration shown in milliseconds
– If the Queue field is blank, the event was processed by the default queue

Created – date and time of the event for the locale of the machine running the ServiceNow
instance.
Name – name of the event.
Parm1 – event-specific value dependent on the event and the recipient.
Parm2 – event-specific value dependent on the event and the recipient.
Table – database table acted on by this event.
Processed – date and time the event was processed. This time reflects the locale of the machine
running the ServiceNow instance.
Processing duration – time taken to process this event in milliseconds.
Queue – processor queue name.

The Processed time should be within 30 seconds (or whatever the Interval is for the Schedule Item)
of the Created time.

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Script a Response
Step 4: Create a Script to Respond to the Event
• Script Actions respond to Events
• Triggered when an event is recorded in the Event queue
• Has access to two objects:
1. The current object passed in from gs.eventQueue()
2. The event object

New Script Actions are

NOT 'Active' by default

The 'object' passed in from

gs.eventQueue( ) is now
called 'current'

Scripts can be set to execute whenever a particular activity occurs in the system, rather than at a
particular time. Navigate to System Policy > Events > Script Actions to create a new Script Action.

Name – name of the Script Action.

Event name – registered event to use for this Script Action.
Order – order in which the Script Action executes.
Application – the scope containing the Script Action.
Active - selected the check box (true) to enable the Script Action. Note: not selected by default.
Condition script – script the conditions under which the Script Action should execute.
Script – script the logic to execute when the Script Action runs.

The event and current objects do not exist in the Condition script field. Testing for conditions using
these objects must be done in the Script field. Example: if(event.parm1 == 'itil').

TIP FROM THE FIELD

Use this code to see the event object properties.

var output = "";

for (var property in event) {
output += property + ': ' + event[property]+', ';
}
gs.log("Event Object Properties: " + output);

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• Lab 8.1
– Time: 10-15m
– Tracking Impersonations
• Practice writing a Script Action that reacts to an event.
• Lab 8.2
– Time: 10-15m
– Incident State Event
• Register, generate, and respond to an event

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Lab Summary
You will achieve the following:
• Write a Script Action to the baseline impersonation.start event.
• Mark a Cloud Dimensions' Phase II requirement complete.

Business Problem

At Cloud Dimensions, IT Security is in place across all the systems in the Enterprise, due in large
part to many of the systems containing credit card data. It is the long-term goal for their
ServiceNow instance to also contain credit card data.

IT Security must show they are prepared to investigate security breaches. One of the
requirements is to be able to track when System Administrators impersonate other users in
their Production instance.

Project Requirement
Create an event to track impersonations and log the information. The IT Security team will use
the records to build a report.

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A. Review the Event Registry Record
1. Review the impersonation.start Event Registration record.

a) Navigate to System Policy > Events > Registry.

b) Locate and open the impersonation.start record.

c) Review the value in the Description field:

i. Record the value passed in event.parm1 here: ________________.
ii. Record the value passed in event.parm2 here: ________________.

2. Close the record.

B. Create a Script Action

1. Create a new Script Action.

a) Open System Policy > Events > Script Actions.

b) Select New.

c) Configure the trigger:

Name: Lab 8.1 Tracking Impersonations

Event name: impersonation.start
Active: Selected (checked)

2. Examine the pseudo-code for the script you will write:

Log the name of the user doing the impersonation and the user being impersonated.

3. Write the script:

4. Select Submit.

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2. While impersonating Beth Anglin, impersonate Fred Luddy.

3. End the impersonation. You should be logged in as the System Administrator when
this step is complete.

4. Open System Policy > Events > Event Log.

5. Locate the two impersonation.start events.

6. Examine Parm1 for the two events. What value does Parm1 have? Record the value
here:

__________________

7. Is this the value you expected?

_____________________________________________________________________

8. Why are there only two impersonation.start events in the last minute or two?

_____________________________________________________________________

9. Open System Logs > System Log > Script Log Statements. Locate the two log
messages your Script Action wrote. Did the Parm1 and Parm2 values resolve
correctly? If not, debug and re-test.

Lab Completion
Good job! You have successfully created an event to track impersonations and log the
information.

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Lab Summary
You will achieve the following:
• Register, generate, and respond to an event.
• Trigger the event by changes to the Incident State.

A. Register a New Event

1. Navigate to System Policy > Events > Registry.

2. Select New.

3. Configure the record:

Event name: incident.state.changed

Table: Incident [incident]
Fired by: Lab 8.2 Incident State Changed Business Rule
Description: Fires when the value in the State field changes

4. Select Submit.

B. Trigger an Event
1. Create a new Business Rule.

Name: Lab 8.2 Incident State Changed

Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: after
Order: 300
Insert: Selected (checked)
Update: Selected (checked)
Condition: current.state.changes()

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Generate the incident.state.changed event and pass it the current object, the
previous incident state's display value, and the current incident state's display
value.

3. Write the script.

4. Select Submit.

C. Respond to the Event

1. Create a new Script Action.

a) Open System Policy > Events > Script Actions.

b) Select New.

c) Configure the trigger:

Name: Lab 8.2 Incident State Changed

Event Name: incident.state.changed
Active: Selected (checked)

d) Examine the pseudo-code for the script you will write:

Store parm1's value in a variable.

Store parm2's value in a variable.
Log the old and new Incident States in a warning message.

e) Write the script:

f) Select Submit.

Scripting in ServiceNow Fundamentals 315

a) Record the value of State here: ___________________.

b) Change the State to a different value.

c) Record the modified value of State here: ___________________.

d) Select Update.

2. Did the event occur?

a) Open System Policy > Events > Event Log.

b) Locate the incident.state.changed event in the Name column.

c) Are the parm1 and parm2 values what you expected? If not, debug and re-test
the Business Rule.

3. Was the event responded to?

a) Open System Logs > System Log > Script Log Statements.

b) Locate your Script Action message.

i. Change the Search field type to Message.
ii. Enter <YOUR INITIALS> Script in the Search field.
iii. Press the <enter> key on your keyboard.

4. If needed, debug and re-test the Script Action.

Lab Completion
Well done! You have successfully registered, generated, and responded to an event. Use any
server-side scripting techniques to respond to any event you create.

Scripting in ServiceNow Fundamentals 316

User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation ✔
4 Populate Change's CAB date field with next CAB meeting date ✔
5 Prevent Problems from re-opening if closed for more than 30 days ✔
6 Update Problem and Child Incidents with RCA details from parent Incident ✔
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members
Security Requirements
9 Track Impersonations ✔

Lab 8.1 fulfills requirement 9.

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© 2019 ServiceNow, Inc. All Rights Reserved
Script an Event
• When Registering Events always complete:
– Fired by
– Description
• Use parm1 and parm2 to pass parameters to a Script Action
Good Practices

• Use the Event Log to see the values of parm1 and parm2 in runtime and to check
when/if the event was processed
• Create queues for Events generated frequently
• Ensure new Script Actions are active

Scripting in ServiceNow Fundamentals 318

Core Concepts Real World Cases

Events must be registered •Why would you use these
capabilities?
Events are simply notifications and do not take
actions
Use the gs.eventQueue() method to generate
events
•When would you use these
capabilities?
Script Actions respond to Events

Script Actions have access to whatever object is

passed to it, as well as the event object itself
•How often would you use these
capabilities?

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 319

© 2019 ServiceNow, Inc. All Rights Reserved
Scripting in ServiceNow Fundamentals 320
© 2019 ServiceNow, Inc. All Rights Reserved
Module 9: Script Includes
Scripting Ov erv iew Module Objectives
Client Scripts – Define what it means to be a Script Include
UI Policies – Determine when to use Script Includes
– Write, test, and debug Script Includes
Catalog Scripting
– Extend the AbstractAjaxProcessor Class
Business Rules

GlideSystem Labs
Lab 9.1 Classless Script Include
GlideRecord
Lab 9.2 Create a New Class
Ev ents
Lab 9.3 HelloWorld GlideAjax
Script Includes
Lab 9.4 Number of Group Members
UI Actions Lab 9.5 JSON Object
Flow Designer

In this module you will write, test, and debug Script Includes.

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Script Includes Overview

Store One Classless Function

Define a New Class

Extend an Existing Class

Application Scope

Scripting in ServiceNow Fundamentals 322

• Stores reusable JavaScript for execution on the server

• Must be called to run
• Can be client-callable

Business Rule Client Script

Live Feed Message [ live_message ] Change Request [change_request]

Business Rule UI Policy

Task [task] Problem[problem]
Script Business Rule
Script Client Script
Include Catalog Item [sc_cat_item]
Include Incident [incident]

Write once Write once

use many use many

Script Includes load only on demand and do not impact performance.

What Exists Baseline?

• More than 1,100 Script Includes exist baseline
FAQ’s

When do they execute?

• Run only when called

Where can they be found?

• Navigate to System Definition > Script Includes to create or modify Script Includes.

IMPORTANT
You should not modify the behavior of baseline Script Includes.

Scripting in ServiceNow Fundamentals 323

• Not many configuration options as a Script Include runs only when called
• Runs server-side
Must be called to run
• No default objects
• Data (parameters)
passed in from the
calling script
What executes when called

Name – name of Script Include. No spaces, no special characters. Format is very important!
API Name – The API name of the script, including the scope and script name.
Client Callable – select this option if client-side scripts can call the Script Include.
Application – identifies the scope of the Script Include.
Accessible from – sets the accessibility of the Script Include.
• All application scopes: sets the Script Include to be global, and can be accessed from any script.
• This application scope only: sets the Script Include to be private and can only be accessed by
other scripts in the same scope.
Active – select this option if the Script Include is executable. If this option is not selected the Script
Include will not run even if called from another script.
Description – (optional but highly recommended) documentation explaining the purpose and
function of the Script Include.
Script – script logic to execute.

IMPORTANT
A Script Include will NOT execute if there are spaces or special characters in its name.

Scripting in ServiceNow Fundamentals 324

1. Store One Classless Function

– Stores one re-usable function
– Used server-side only
– Can also be referred to as On Demand

2. Define a new Class

Reuse
– Collection of functions
– Can be called by client-side scripts
Code
– Standard to include "Utils" in the name
• e.g. TravelRequestUtils
3. Extend an existing Class
– Adds functionality to an existing Class
– Can be called from client-side scripts

If a script is to be used multiple times, it should be stored as a Script Include method.

Scripting in ServiceNow Fundamentals 325

Script Includes Overview

Store One Classless Function

Define a New Class

Extend an Existing Class

Application Scope

Scripting in ServiceNow Fundamentals 326

Classless/on-demand Script Includes are not callable from the client-side even if the Client callable
option is selected.

Delete the code template automatically inserted in the Script field after the Script Include is named.

If a second function is included in the script, it is only available for use after the first function has
executed. This strategy is not considered best practice. If you wish to create a script with multiple
functions, it is better to define a new Class or extend an existing Class.

Scripting in ServiceNow Fundamentals 327

Most Script Includes, when called server-side, are called from Business Rules.

To use a Classless Script Include from a Business Rule, simply reference the function.

You will see later in this module how Class-based Script Includes are handled differently.

Scripting in ServiceNow Fundamentals 328

• Lab 9.1
– Time: 10-15m
– Classless Script Include
• Create, test, and debug a classless Script Include

Scripting in ServiceNow Fundamentals 329

Lab Summary
You will achieve the following:
• Create, test, and debug a classless Script Include to write logging messages for
server-side scripts.

A. Create a Classless Script Include

1. Navigate to System Definition > Script Includes.

2. Select New.

3. Configure the record:

Name: logPropertyValues
Accessible from: All application scopes
Description: Lab 9.1 server-side logging

4. Delete the Script Include template code stub currently in the Script field.

5. Examine the pseudo-code for the script:

• Create a new function that will be passed a string when it is called.
o Set the debug property on the object to true.
o Set the debugPrefix property on the object to <YOUR INITIALS>:
o If the debug property is true
§ Write a log message containing the debugPrefix property and the passed
in string.

6. Write the script:

Scripting in ServiceNow Fundamentals 330

B. Use the Classless Script Include

1. Create a new Business Rule.
Name: Lab 9.1 Script Include Logging
Table: Incident [incident]
Active: Selected (checked)
Advanced: Selected (checked)
When: After
Insert: Selected (checked)
Update: Selected (checked)

2. Examine the pseudo-code for the script:

• For the properties in the current object
o If the property has a value
§ Call the Logging Script Include function with the concatenated string.
§ Set the property and the property value.

3. Write the script:

4. Select Submit.

C. Test Your Work

1. Create a new Incident and populate many of the fields with values of your choice.

2. Select Submit.

3. Open System Logs > System Log > Script Log Statements. Do the Incident's
properties and values appear here? If not, debug and re-test.

Scripting in ServiceNow Fundamentals 331

5. Create a new Incident and populate the fields with the values of your choice.

6. Submit the Incident.

7. Open System Logs > System Log > Script Log Statements. Do the new Incident's
properties and values appear here? Should they appear? Explain your reasoning:

_______________________________________________________________

8. Explain why a Script Include to write log data with an "on/off" parameter is useful
for debugging scripts:

_______________________________________________________________

9. Make the Lab 9.1 Script Include Logging Test Business Rule inactive.

10. Do you need to make the logPropertyValues Script Include inactive? Why or why
not? Is there a performance impact if it remains active? Explain your reasoning:

_______________________________________________________________

Lab Completion
Well done! You have successfully created a classless Script Include and called it from a
Business Rule.

Scripting in ServiceNow Fundamentals 332

Script Includes Overview

Store One Classless Function

Define a New Class

Extend an Existing Class

Application Scope

Scripting in ServiceNow Fundamentals 333

• Stores multiple functions

• After the record is named, a Script Editor Macro is inserted in the Script field
to help guide you
• Script Include name MUST be an EXACT match to the Class name

1. Create a new Class var HelloWorld = Class.create();

2. Create an Object HelloWorld.prototype = {
initialize: function() {
3. Populate the Object
},
with Methods and
other Properties
type: 'HelloWorld'
};

Once a Script Include is named, a Script Editor Macro is automatically inserted in the Script field and
the Name is propagated throughout the script. If you change the Name of the Script Include, the
script will automatically update to reflect the change.

TIP FROM THE FIELD

Script Includes/Class names often include a table name (e.g. IncidentUtils, ChangeUtilsSNC,
KBUtils) as a way to group/manage functions. In the case of smaller applications with
minimal tables, you could instead include the application name in the Script Includes/Class
name (e.g. TravelMgmtUtils).

Scripting in ServiceNow Fundamentals 334

• Each function definition

begins with the function
name followed by a colon
• Then the function keyword
and parentheses
• Function
arguments/parameters may
be added inside the
parentheses as per any
function definition
• Write the script to execute
between the curly braces

Functions are separated by commas.

Type is for allowing any developer using your Script Include to identify the type of object it is. Search
Community for more information on the topic, quite a few blog articles have been written by
ServiceNow experts on this advanced subject.

Scripting in ServiceNow Fundamentals 335

• Declared once at the

beginning of the script in
the initialize() function
• Available to every function
in the Class
• Cleaner code

You can also define variables and objects in the initialize() function as well.

In this example, the logged-in user's User [sys_user] record was retrieved.

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• Lab 9.2
– Time: 20-25m
– Create a new Class
• Create, test, and debug a Server-Side Script Include

Scripting in ServiceNow Fundamentals 337

Lab Summary
PLEASE READ: The concept for this lab comes from a requirement many customers request
when implementing Asset Management. Every organization has their specific Asset
Management strategy, but for the purpose of this lab, this is the scenario you will practice
using existing demo data:

The Asset Location picker should only show relevant locations based on Asset Manager roles:
• Local-level Asset Managers can assign Configuration Items to locations in their
assigned Regions.
• Company-level Asset Managers can assign Configuration Items to their own
corporate locations.
• System Administrators can assign Configuration Items to all locations.

This lab presumes the following regarding demo data in Locations [cmn_location] table:
• Corporately owned locations are identified using an ACME organization in the
Company [company] field. Non-corporate locations listed in the Locations table are
never identified as an ACME company.
• Corporate locations are grouped by Regions. The Parent [parent] field in the
Location table is used to identify a location’s Region. Non-corporate locations listed
in the Locations table are never assigned to a Region.
• Only users with the proper permissions have 'edit' access to the Location field in
Configuration Item records.

These new Groups and Roles have already been created in the platform for this lab. Users have
also been added to each group for testing purposes.
Group: Asset Managers – New York Group: Asset Managers – Corporate
Role: asset_mgr_local Role: asset_mgr_corporate
User: Luke Wilson User: Howard Johnson

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© 2019 ServiceNow, Inc. All Rights Reserved
A. Preparation
1. Navigate to Configuration > Base Items > Printers. (Consider saving this module as a
Favorite as you will be navigating here often throughout this lab.)

2. Select New.

3. Add the Location field to the form.

4. Select the magnifying glass to the right of the Location field.

Note: Notice every location is available for selection. (Close this pop-up window when you are
ready to proceed.)

Scripting in ServiceNow Fundamentals 339

Name: LocationsByRole
Accessible from: All application scopes
Description: Lab 9.2 Restrict Location Options

2. Write the script.

3. Select Submit.

Scripting in ServiceNow Fundamentals 340

2. Select New.

3. Right-click the Location field’s label and select Configure Dictionary.

4. The record is read-only as the Location [location] field does not exist in the Printer
[cmdb_ci_printer] table. The hierarchy for this table in the platform is Base
Configuration Items [cmdb] > Configuration Items [cmdb_ci] > Printer
[cmdb_ci_printer].

Select the Click here link in the InfoMessage at the top of the form to open the
Dictionary Entry record for the Location [location] field in the Base Configuration
Items [cmdb] table. The record opens in a new browser window.

5. Select the Advanced view Related Link.

6. Configure the fields on the Reference Specification tab.

User reference qualifier: Advanced

Reference qual: javascript:new LocationsByRole().forCMDB()

Note: The Scope name is not required if the Script Include is in the same scope as the Dictionary
Entry record. javascript:new global.LocationsByRole().forCMDB() works as well.

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© 2019 ServiceNow, Inc. All Rights Reserved
7. While you are in the Location's Dictionary Entry record, take a minute to also disable
the legacy Tree picker. (The List view is a better strategy for locating Locations
quickly as it offers the use of the Condition builder to query the list.)

On the Attributes Related List, double-click the Tree picker’s Value field and update
it to false.

8. Select Update.

9. Close the browser tab you are currently on and return to the original browser tab
displaying the full view of the platform.

D. Test Your Work

1. Navigate to Configuration > Base Items > Printers.

2. Select New.

3. Select the magnifying glass to the right of the Location field.

Notice a List view replaces the Tree picker view.

Scroll to the bottom of the window. Record the total number of records: __________.
If you did not add any Locations to the baseline demo data, there should be 425
records in the list.

4. Impersonate Luke Wilson. A member of the Asset Managers – New York Group with
the asset_mgr_local Role, and his Parent Location (Region) is New York.

5. Navigate to Configuration > Base Items > Printers.

6. Select New.

Scripting in ServiceNow Fundamentals 342

Notice only the two New York locations are available for selection. If not, debug and re-test.

8. Impersonate Howard Johnson. A member of the Asset Managers – Corporate Group

with the asset_mgr_corporate Role, and his Company is ACME North America.

9. Navigate to Configuration > Base Items > Printers.

10. Select New.

11. Select the magnifying glass to the right of the Location field.

Notice only North America corporate locations are available for selection. To be
sure, quickly scan through a few pages to confirm.

Also record the total number of records in the list now: _________. If you did not
add any Locations to the baseline demo data, there should now be 372 records in
the list. If not, debug and re-test.

12. End the impersonation. You should be logged in the System Administrator when this
step is complete.

Lab Completion
Great job! You have successfully created and used a server-side Script Include. This strategy
for restricting Locations was selected because it pushes the data to the client before the user
even opens a form, thus eliminating a round-trip visit to the server and back an onLoad()
Client Script would require.

Scripting in ServiceNow Fundamentals 343

Script Includes Overview

Store One Classless Function

Define a New Class

Extend an Existing Class

Application Scope

Scripting in ServiceNow Fundamentals 344

• Create a new Class to store new functions

• Reference an existing Class using the extendsObject() method
var MyNewUtil = Class.create();
MyNewUtil.prototype = Object.extendsObject(ExistingClassNameGoesHere, {
type: 'MyNewUtil'
});

My new Class includes all of the

functionality in this Class, plus
any new script logic I write

Extending a Class means to add functionality (typically in the form of methods) to an existing Class
without modifying the original script.

Create a New Script Include/Class, reference an existing Class using the extendsObject() method to
include all its functionality, add script logic

Commonly extended ServiceNow Classes:

• AbstractAjaxProcessor: makes AJAX calls from Client Scripts.
• LDAPUtils: used by LDAP integration to ServiceNow (e.g. adding Managers to users, managing
group membership, debug logging).
• Catalog*: set of Classes used for Service Catalog management (e.g. UI building, Form
processing).

Scripting in ServiceNow Fundamentals 345

• ServiceNow's baseline AJAX processor Class

• Executes server-side but is called client-side
• Code automatically inserted in the Script field when Client callable selected

AJAX – Asynchronous JavaScript and XML

Set of web development methods used client-side to send data to and receive data from the server.

In this example, the alertGreeting() method is created. When it is called, it returns the string “Hello
<name passed in from the client> !” to the calling script.

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© 2019 ServiceNow, Inc. All Rights Reserved
Extend an Existing Class: Calling a Script Include
Client-side
• Use the GlideAjax Class
– Enables Client Scripts and UI Policies to call server-side code in Script Includes
– Pass parameters to Script Includes
– Use the returned data from the server

var gaDesc = new GlideAjax('HelloWorld');

1. Create a new GlideAjax object for the gaDesc.addParam('sysparm_name','alertGreeting');
Script Include of interest gaDesc.addParam('sysparm_user_name','Ruth');
gaDesc.getXML(HelloWorldParse);
2. Pass parameters to the Script Include
• All parameters begin with sysparm_ function HelloWorldParse(response) {
• Reserved parameter sysparm_name identifies var answerFromXML = response.responseXML.
the method documentElement.getAttribute("answer");
alert(answerFromXML);
4. Make an asynchronous call to the server }
5. Callback function processes returned data

The code shown here would be wrapped in a function (onLoad, onSubmit, onChange) depending on
the type of Client Script.

In this example the GlideAjax object is used to call the Script Include and pass in parameters. The
reserved parameter sysparm_name tells GlideAjax which function in the Script Include to use. All
passed in parameters must start with sysparm_.

The getXML() method is passed the name of a callback function which parses properties and values
from the XML returned from the server. (Data is often returned as XML but can also be returned as a
JSON object.)

The getXMLAnswer() method can be used instead of getXML(). This method automatically extracts
the answer variable value from the returned XML. Example:
var objDesc = new GlideAjax('HelloWorld');
objDesc.addParam('sysparm_name','alertGreeting');
objDesc.addParam('sysparm_var1','Ruth');
objDesc.getXMLAnswer(HelloWorldParse);

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© 2019 ServiceNow, Inc. All Rights Reserved
Extend an Existing Class: Returned to the Client from the
Server
• Example of XML returned from a Script Include:
<?xml version="1.0" encoding="UTF-8"?><xml answer="Hello Ruth!"
sysparm_max="15" sysparm_name="alertGreeting"
sysparm_processor="HelloWorld"/>sysparm_processor="AJAXGlideRecord"
sysparm_type="query"><item
sys_id="f298d2d2c611227b0106c6be7f154bc8"><active>true</active><building/
><calendar_integration>1</calendar_integration><city/><company>31bea3d537
90200044e0bfc8bcbe5dec</company><cost_center>d9d07bddc0a80a647cf932056ed2
4652</cost_center><country/>
/xml>

The XML in this example was captured using Firebug and has been edited to fit on the slide.

Scripting in ServiceNow Fundamentals 348

• Script Includes Script

var HelloWorld = Class.create();
HelloWorld.prototype = Object.extendsObject(AbstractAjaxProcessor, {
alertGreeting: function() {
return "Hello " + this.getParameter('sysparm_user_name') + "!";
}
});

• Client-side Script
var greeting = new GlideAjax('HelloWorld');
greeting.addParam('sysparm_name','alertGreeting');
greeting.addParam('sysparm_user_name',"Ruth");
greeting.getXML(HelloWorldParse);

function HelloWorldParse(response) {
var answerFromXML = response.responseXML.documentElement.getAttribute("answer");
alert(answerFromXML);
}

Review the two scripts side-by-side.

The client-side code shown here would be wrapped in a function (onLoad(), onSubmit(), or
onChange()) depending on its type.

Scripting in ServiceNow Fundamentals 349

• Script Includes Script

var IdentifyTwoUsers = Class.create();
identifyTwoUsers.prototype = Object.extendsObject(AbstractAjaxProcessor, {

userNames: function() {
var id1 = this.getParameter('sysparm_user_id1');
var id2 = this.getParameter('sysparm_user_id2');
var u1 = new GlideRecord('sys_user');
var u2 = new GlideRecord('sys_user');

if (!u1.get('employee_number', id1))
return '';
if (!u2.get('employee_number', id2))
return '';

return u1.name + ':' + u2.name;

},
});

In this example, the Script Include extends the AbstractAjaxProcessor Class.

The IdentifyTwoUsers object has a function called userNames which is passed two values:
• sysparm_user_id1
• sysparm_user_id2

The Script Include retrieves the records from the database for both sysparm_user_id1 and
sysparm_user _id2.

If the records both have a value in the employee_number field, the Script Include concatenates the
two employee numbers with a : (colon) and returns the string to the calling script.

Scripting in ServiceNow Fundamentals 350

• Client-side Script
var twoUsers = new GlideAjax('IdentifyTwoUsers');
twoUsers.addParam('sysparm_name', 'userNames');
twoUsers.addParam('sysparm_user_id1',g_form.source_id);
twoUsers.addParam('sysparm_user_id2',g_form.target_id);
twoUsers.getXML(userParse);

function userParse(response) {
var answerFromXML = response.responseXML.documentElement.getAttribute("answer");
var user = answerFromXML.split(':');
var confMerge = confirm('Merge ' + user[0] + ' --> ' + user[1] + '\nAre you sure?');

if(confMerge){
<additional script logic would go here…>
}
}

The client-side code shown here would be wrapped in a function (onLoad(), onSubmit(), or
onChange()) depending on the type of client-side script.

In this example, the answerFromXML variable from the response contains multiple pieces of
information separated by a colon. The statement var user = answerFromXML.split(':') breaks the
answer variable into an array called user with each element being whatever is between each set of
colons. In this case, user[0] contains the value from the beginning of the answer string until the first
colon, and user[1] contains the value from the colon to the end of string. Assume answer =
Matt:Miranda. In this case user[0] = ”Matt” and user[1] = ”Miranda”.

Scripting in ServiceNow Fundamentals 351

• Lab 9.3
– Time: 10-15m
– HelloWorld GlideAjax
• Create a Client Script that calls a Script Include
• Lab 9.4
– Time: 20-25m
– Number of Group Members
• Create a Client Script and Script Include that returns information
to the client

Scripting in ServiceNow Fundamentals 352

Lab Summary
You will achieve the following:
• Create a Script Include which extends the AbstractAjaxProcessor class.
• Create a Client Script to call the Script Include.

A. Create a Script Include

1. Create a new Script Include.
Name: HelloWorld
Client Callable: Selected (checked)
Accessible from: All application scopes
Active: Selected (checked)
Description: Lab 9.3 Extends the AbstractAjaxProcessor class

2. Examine the pseudo-code for the script:

• Create a new class called HelloWorld.
• Create an object from the new class with properties inheritable by other objects
and which extends the AbstractAjaxProcessor class.
o Add a method to the new object called alertGreeting.
§ Return "Hello" + parameter containing user's name + "!".

3. Write the Script:

4. Select Submit.

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© 2019 ServiceNow, Inc. All Rights Reserved
B. Call the Script Include from a Client Script
1. Create a new Client Script.
Name: Lab 9.3 HelloWorld Client Script
Table: Incident [incident]
Type: onLoad
Active: Selected (checked)
Global: Selected (checked)

2. Examine the pseudo-code for the script:

• Create an instance of the GlideAjax object called HelloWorld.
• Add a param to call the alertGreeting method.
• Add a param to pass the user name Ruth.
• Use the getXML method and the callback function HelloWorldParse to execute
the Script Include.
• Pass the response returned from the Script Include to the callback function.
• Locate the answer variable in the returned XML and store the value in a variable.
o Generate an alert to display the value of the answerFromXML variable.

3. Write the script:

4. Select Submit.

5. The first parameter in the script you just wrote is sysparm_name, it is a reserved
parameter name. What information does it pass to the Script Include?

_____________________________________________________________________

6. Other than beginning with a sysparm_ prefix, do additional parameters have to use
reserved parameter names?

_____________________________________________________________________

Scripting in ServiceNow Fundamentals 354

2. Did an alert appear? Was it populated correctly? If not, debug and re-test.

3. Make the Lab 9.3 HelloWorld Client Script inactive.

Lab Completion
Great job! You have successfully extended the existing AbstractAjaxProcessor class. The
alertGreeting() method you created in the HelloWorld Script Include expects a value to be
passed in when it is called. It then uses that value to build a string and return it to the client.

You then used the GlideAjax class in a Client Script to call the alertGreeting() method in the
new Script Include.

Scripting in ServiceNow Fundamentals 355

Lab Summary
You will achieve the following:
• Create a Script Include which:
§ Extends the AbstractAjaxProcessor
§ Return the number of members of a group.
• Create a Client Script that will:
§ Call a Script Include.
§ Pass a Group name to the Script Include.
§ Parse the response from the Script Include.

A. Create a Script Include

1. Create a new Script Include.
Name: AssignmentGroupUtils
Client Callable: Selected (checked)
Accessible from: All application scopes
Active: Selected (checked)
Description: Lab 9.4 extends the AbstractAjaxProcessor class. Returns the
number of members in a Group.

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© 2019 ServiceNow, Inc. All Rights Reserved
2. Examine the pseudo-code for the script:
• Create a new class called AssignmentGroupUtils.
• Create an object from the new class with properties inheritable by other objects
and which extends the AbstractAjaxProcessor class.
§ Add a method to the new object called countGroupMembers.
§ Create a new variable to store the group name.
§ Store the message the group has no members in the variable message.
§ Store the sys_id of a group from a Client Script in the variable groupID.
§ Create a new GlideRecord object for the sys_user_grmember table.
§ Query the sys_user_grmember table to return records for all members of
the group passed in from a Client Script.
§ If there are records returned
• Store the name of the group in the variable grpName.
§ If the value of grpName is not empty
• Overwrite the current value in the variable message with a string
containing the name of the group and number of group members in
the variable message
§ Return the variable message to the calling Client Script.

3. Write the script:

4. Select Submit.

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B. Call the Script Include from a Client Script
1. Create a new Client Script.
Name: Lab 9.4 Number of Group Members
Table: Incident [incident]
Type: onChange
Field name: Assignment group
Active: Selected (checked)
Global: Selected (checked)

2. Examine the pseudo-code for the script:

• Create an instance of the GlideAjax object called AssignmentGroupUtils.
• Add a param to call the countGroupmembers method.
• Add a param to pass the sys_id of the Assignment group value to the Script
Include.
• Use the getXML method and the callback function membersParse to execute the
Script Include.
• Pass the response returned from the Script Include to the callback function.
§ Locate the answer variable in the returned XML and store the value in a
variable.
§ Generate an alert to display the value of the answer variable.

3. Write the script:

4. Select Submit.

Scripting in ServiceNow Fundamentals 358

2. Select a group with members assigned to it. Record the group you selected here:

_______________________________

3. Open any Incident record.

4. Change the value in the Assignment group field to the group you selected in step 2.

5. Did an alert appear? Was it populated correctly? If not, debug and re-test.

6. Change the value in the Assignment group field to IT Securities. (The IT Securities
group has no members baseline.)

7. Did an alert advise there are no members in this group? If not, debug and re-test.

D. Reuse the Script Include

1. Can you think of other tables that could use a similar Client Script to call the same
Script Include? Write the name of two of those tables here:

_____________________________________________________________________

2. Open the Lab 9.4 Number of Group Members Client Script.

3. Update the Client Script trigger:

Name: Lab 9.4 Number of Group Members (PRB)

Table: Problem [problem]

4. Select Insert on the form's Context menu.

5. Open any Problem record.

6. Change the value in the Assignment group field to the group you selected earlier in
the lab.

Scripting in ServiceNow Fundamentals 359

8. Make both the Lab 9.4 Number of Group Members and Lab 9.4 and Number of
Group Members (PRB) Client Scripts inactive.

Lab Completion
You have completed the lab and successfully extended the existing AbstractAjaxProcessor
class. The new countGroupMembers() method you created in the AssignmentGroupUtils
Script Include uses the passed in Assignment group’s sys_id in a GlideRecord query to count
the members of that Assignment group and return the information to the client.

You used the GlideAjax class in a Client Script to call the new method and use the value
returned from the server in an alert to inform the user how many members are in their
selected group.

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JSON: JSON Script Include
var CallerIncidents = Class.create();
CallerIncidents.prototype = Object.extendsObject(AbstractAjaxProcessor, {
getCallersIncs: function(){
var incArray= []; //Create an empty array
var callersRecords = new GlideRecord('incident');
callersRecords.addQuery('caller_id',this.getParameter('sysparm_callerID'));
callersRecords.query();
while(callersRecords.next()) {
//Build the array of objects
var incDetails = {};
incDetails.number = callersRecords.number.toString();
incDetails.priority = callersRecords.priority.getDisplayValue();
incDetails.shortDesc = callersRecords.short_description.toString();
incArray.push(incDetails);
}
//Create a string from a JSON object and pass it back to the calling script
return JSON.stringify(incArray);
},

type: 'CallerIncidents'
});

In this example, when the Script Include is called, the script first creates an empty array called
incArray.

It then uses the passed in parameter sysparm_callerID in a GlideRecord query to gather all of the
user’s Incident records.

The while loop builds an incDetails object using properties/values from the GlideRecord query and
puts that object into the incArray array.

The JSON.stringify() method is used to create a string from a JSON object (incArray) that is returned
to the calling Client Script.

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• JSON object is contained in an XML wrapper

• Returns the answer variable and administrative information

In the example shown, four objects are returned in the array sent back.

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JSON: JSON Client-Side Script
//Create a GlideAjax object and call the Script Include
var incGA = new GlideAjax('CallerIncidents');
incGA.addParam('sysparm_name','getCallersIncs');
incGA.addParam('sysparm_callerID',g_form.getValue('caller_id'));
incGA.getXMLAnswer(CallerIncidentsParse);

function CallerIncidentsParse(response){
//Build an array of objects from the JSON object and take action
var myObj = JSON.parse(response);
g_form.addInfoMessage('User has raised the following incidents:');

for (var i=0; i< myObj.length; i++){

g_form.addInfoMessage(myObj[i].number + ': ' + myObj[i].shortDesc);
}
}

The client-side code shown here would be wrapped in a function (onLoad(), onSubmit(), or
onChange()) depending on the type of client-side script.

The JSON.parse() method creates an object from a JSON formatted string.

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• Lab 9.5
– Time: 25-30m
– JSON Object
• Create a Client Script that calls a Script Include that will return a
JSON Object

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Lab Summary
You will achieve the following:
• Use the Script Include and a copy of the Client Script you wrote in the previous lab.
• Modify the Script Include to return a JSON object containing an array of Group
members
• Modify the Client Script to dynamically select a group member from the JSON object
to assign to an Incident.
• Complete a Cloud Dimensions' Phase II requirement.

Business Problem

A few IT analysts are reporting the same individuals are continually being assigned Incidents on
their teams. They would like to ensure support responsibilities are spread across the team, as
everyone is busy working on other items in addition to their support responsibilities.

After some discussions, management has agreed to implement a strategy that will randomly
assign analysts to Incidents, ensuring everyone has a turn.

Project Requirement
To implement this strategy, two scripts will be required:

1. First, create a Script Include to randomly select an analyst from the identified
Assignment group, and then return that name to the calling Client Script.

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2. Create a Client Script that calls the Script Include method whenever the value in the
Assignment group changes. The name of the randomly selected analyst is returned
from the server, should then populate the Assigned to field.

Lab Dependency: This lab builds on the scripts created in Lab 9.4 Number of Group
Members. Please complete the scripts in that lab before proceeding.

A. Add a New Method to an Existing Script Include

1. Open the AssignmentGroupUtils Script Include.

2. Place your cursor after the comma at the end of the countGroupMembers function.
Press Enter <return> on your key board two times to create some blank lines. (The
blank lines will leave some space between functions for easy readability.)

3. Examine the pseudo-code for the new method you will ADD to the Script Include:

• Add a method to the object called assignAnalyst.

o Store the sys_id of a group from a Client Script in the variable groupID.
o Create a new array.
o Query the sys_user_grmember table to return records for all members of the
group passed in from a Client Script.
o While there are returned records
§ Create a new object to store member information
§ Add the sys_id for the member to the new object
§ Add the Display Value for the member to the new object
§ Push the object into the array
o Return the array of members as a JSON object.

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5. Select Update.

Scripting in ServiceNow Fundamentals 367

2. Select Insert and Stay on the form's Context menu to make a copy of the record and
remain on the form.

3. Re-configure the new Client Script trigger:

Name: Lab 9.5 Assign Analyst
Active: Selected (checked)

4. Examine the pseudo-code for the Client Script:

• Create an instance of the GlideAjax object called AssignmentGroupUtils.
• Add a param to call the assignAnalyst method.
• Add a param to pass the sys_id of the Assignment group value to the Script
Include.
• Use the getXML method and a callback function in your Client Script to execute
the Script Include.
• Pass the response returned from the Script Include to the callback function
o Locate the answer variable in the returned XML and store the value in a
variable
o Create an object from the JSON formatted string and store it in the variable
named members
o Find the length of the array
o If the array has elements
§ Generate a random number between zero and one less than the number
of array elements
§ Set the assigned_to field to the array element selected by the random
number
o Else
§ Clear any value currently in the assigned_to field
§ Generate an alert that says the selected Assignment group has no
members

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5. Much of the code for this Client Script already exists from the previous lab. Using the
image on the next page as a guide, make the following modifications:

a) Modify the statement calling the method name to call the assignAnalyst
method.

b) In the callback function, immediately after the var myObj =

response.responseXML… statement

i. Delete the alert(myObj); statement.

ii. Use the JSON.parse() method to create an object from the returned JSON
formatted string.

iii. Add an 'if' statement to check if the array has elements. Generate a
random number and make the assignment.

iv. Add an else statement to clear the assigned_to field and advise if the
group has no members.

6. Select Update.

Scripting in ServiceNow Fundamentals 369

2. Examine the value of the Assigned to field. Record the value here:
___________________Change the value in the Assignment group field.

3. Was the Assigned to field populated with the name of an Assignee from that group?
If not, debug and re-test.

4. Record the name of the analyst currently in the Assigned to field here:
_________________________

5. Change the value in the Assignment group field to IT Securities. (The IT Securities
group has no members baseline.)

6. Did the value in the Assigned to field clear? If not, debug and re-test.

7. Did an alert advise there are no members in this group? If not, debug and re-test.

8. Make the Lab 9.5 Assign Analyst Client Script for this lab inactive.

Lab Completion
Fantastic! You have successfully added a second method to an existing Script Include. The
assignAnalyst() method uses the passed in Assignment group’s sys_id in a GlideRecord query
to build an array containing all the sys_ids of the group members. It then returns the object
to the client.

You used the GlideAjax class in a Client Script to call the new method and use the returned
object to randomly assign incidents to group members ensuring the group’s work is shared
fairly.

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Incident Task

Incident
State Value Constant
(task)
State
(incident)

New New 1 IncidentState.NEW

In Progress In Progress 2 IncidentState.IN_PROGRESS

On Hold On Hold 3 IncidentState.ON_HOLD

Resolv ed Resolv ed 6 IncidentState.RESOLVED

Closed Closed 7 IncidentState.CLOSED

Canceled Canceled 8 IncidentState.CANCELED

The IncidentStateSNC and IncidentState Script Includes provide State constants for use in scripts.
• Script Includes with SNC in the Name are meant to be read-only. (This ensures the SNC Script
Includes are updated during upgrades.)
• To impose pre-requisites or limits for moving from one state to another, you can incorporate
new logic in the IncidentState Script Include.
• To override a function defined in an SNC Script Include, copy that function to the paired version
of the Script Include that does NOT contain SNC. Paste and customize the function there.

It is considered best practice to refer to States in your scripts using constants

current.state.changesTo(IncidentState.CLOSED) rather than values
current.state.changesTo(7).

State Models currently exist for the Incident and Change applications. Visit docs.servicenow.com
and search for the following articles for more information on the State Model.
• State model mapping
• Add a state to the state model
• Scripts modified with Incident Management – Core
• Script includes installed with Incident Management – Core
• Installed with Change Management – State Model
• Update change request states

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• You have reviewed many ways to get information from the server in class
• The recommended methods are
– g_scratchpad
• Sent once when the form loads
– GlideAjax
• Dynamically triggered when the client requests information from the server

As you learned in previous modules, GlideRecord and g_form.getReference() are also available for
retrieving server information. They have a slightly higher performance impact. Both methods
retrieve all fields in the requested GlideRecord when most cases only require one field.

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Script Includes Overview

Store One Classless Function

Define a New Class

Extend an Existing Class

Application Scope

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• Identify if the Script Include is:

– Public and accessible from All application scopes
– Private and accessible to artifacts in This application scope only

Use the Accessible from field to make a Script Include accessible from all scopes.

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• Only applies when applications are installed from the ServiceNow App Store
• Sets the level of protection for the application file
• Protection policies safeguard intellectual property by making the file
read-only or Protected (not visible)

Protection Policy options include:

• None – Script Include logic is viewable and editable by anyone.
• Read-only – Script Include logic is viewable but not editable.
• Protected – Script Include logic is not viewable.

Protection policies do not prevent other developers on the application development instance from
viewing or editing a Script Include.

Protection policies are not applied when applications are published and migrated to an instance
using an Update Set.

For the instance on which an application is developed, use Access Controls and/or roles to restrict
User ability to see and edit Script Includes. Protection policies do not apply in this case.

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• The syntax to call a Script Include depends on scope

– A scope prefix is not required to call a Script Include in the same scope
var conflict = new ItineraryConflict();

– To call a Script Include in another scope, prepend the Script Includes name with its
unique scope namespace to distinguish it from other Script Includes with the same name
var travSched = new x_cld_travel.ItineraryConflict();
var switches = new global.ArraysUtils();

Every custom application has an application scope that is defined by its namespace.

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Application: Travel Management Application: Loaner Equipment

Scope: x_cld_travel Scope: x_cld_loaner
Business Rule
Name: ReserveProjector
Application: Loaner Equipment

Script Include Script Include use allowed

if (current.state == 7) { //Out for repair
Name: VendorUtils
var vLookup = new x_cld_travel.VendorUtils();
Application: Travel Management vLookup.confirmVendor();
Accessible from: All application scopes
<additional logic…>

Script Include Script Include use rejected

if (current.type == 'purchase_new') {
Name: ExpenseUtils
var reimburse = new x_cld_travel.ExpenseUtils();
Application: Travel Management reimburse.submitExpense();
Accessible from: This application scope only
<additional logic…>

In the example on the left, two Script Includes are developed for the Travel Management
application.
• VendorUtils – methods for managing vendors, set to be accessible from all application scopes.
• ExpenseUtils – methods for managing and processing travel expenses, set to be accessible only
to other scripts in the Travel Management scope.

On the right, a Business Rule named ReserveProjector has been developed for a Loaner Equipment
application:
• The Business Rule script instantiates the VendorUtils Script Include in the Travel Management
scope to access its confirmVendor method. As this Script Includes' Accessible from value is set
to All application scopes, the Business Rule is permitted to use the method.
• Later in the Business Rule script, there is an 'if' statement to determine if the hardware loaned
to employees needs to be replaced with new equipment. The Business Rule instantiates the
ExpenseUtils Script Include to access its submitExpense method. As this Script Includes'
Accessible from value is set to This application scope only, access is denied.

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User Interface Requirements

1 Confirm Major Incident process is followed before a P1 is submitted ✔
2 Enforce mandatory Incident requirements if State is Resolved or Closed ✔
Database Requirements
3 Identify Incident records with RCA documentation ✔
4 Populate Change's CAB date field with next CAB meeting date ✔
5 Prevent Problems from re-opening if closed for more than 30 days ✔
6 Update Problem and Child Incidents with RCA details from parent Incident ✔
7 Implement SLA targets and identify Incidents in danger of breaching them
8 Automatically assign Incidents to Assignment group members ✔
Security Requirements
9 Track Impersonations ✔

Lab 9.4 fulfills requirement 8.

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Script Includes
• Prepend the Script Include name with the unique scope
namespace when calling Script Includes from different scopes
• GlideAjax can be called any time from a client-side script
• When passing multiple pieces of data from the server back to the client
Good Practices

– Use character delimited strings

– Use JSON objects
• Create a debugging Script Include on your instance to enable/disable debugging by
setting a flag

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Core Concepts Real World Cases

Script Includes contain reusable code
•Why would you use these
capabilities?
Script Includes execute only when called

Classless Script Includes are callable only from server-

side scripts
•When would you use these
capabilities?
Use GlideAjax when passing data between the client
and server

JSON objects pass data as arrays or objects •How often would you use these
capabilities?
Privately scoped Script Includes can only be called by
other scripts in the same scope

Discuss: Why, when, and how often would you use the capabilities shown in this module.

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Module 10: UI Actions
Scripting Ov erv iew Module Objectives
Client Scripts – Describe and use Client UI Actions
– Describe and use Server UI Actions
UI Policies
– Write, test, and debug UI Action Scripts
Catalog Scripting

Business Rules

GlideSystem

GlideRecord Labs
Ev ents
Lab 10.1 Client UI Action – Priority 1 Incident
Lab 10.2 Server UI Action – URL Redirect
Script Includes
Lab 10.3 Client and Server UI Action – Update Problem
UI Actions

Flow Designer

In this module you will practice writing, testing, and debugging UI Actions.

Scripting in ServiceNow Fundamentals 381

UI Actions put buttons, links, and context menu items on forms and lists making the UI more
interactive, customizable, specific to user activities, and applicable to business requirements. Scripts
take action when buttons, links, or context menu items are selected.

To prevent a button from appearing at the bottom of a form, set the glide.ui.buttons_bottom
system property to false.

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What are List UI Actions?
Add to lists:
– List bottom button – List context menu items (right-click a record)
– List banner button – List choices (at the bottom of list)
– List links (Related Links at the bottom of list)

Add UI actions to forms and lists in the same scope, as well as to forms and lists that allow UI
Actions from another scope to run on them.

What Exists Baseline?

Over 1300 UI Actions exist baseline
FAQ’s

When does this execute?

Run whenever UI Action trigger conditions met

Where can this be found?

Navigate to the System Definition > UI Actions module to create or modify UI Actions.

IMPORTANT
If you think you need to modify a baseline records, be sure to think about the following,
ask yourself a few questions, and act accordingly.
• Carefully consider the customization
• Will no code changes work?
• Is customization necessary?
• Modify the baseline record
• Review and revert the skipped file after an upgrade

Scripting in ServiceNow Fundamentals 383

Name – the text that appears on the widget.

Table – table for which the UI Action applies. Global is for all tables.
Order – the order of display of the UI Action. Lower numbers are higher on the list/farthest to the
left.
Action name – name by which this UI Action can be called in a script.
Active - select this option to enable the UI Action.
Show insert/update – displays the widget on new records/existing records.
Client – UI Action executes in the browser.
List v2 Compatible - Specifies that the UI action is can be used with v2 lists and will display on v2
List.
List v3 Compatible - Specifies that the UI action is can be used with v3 lists and will display on v3
List.
Application – the scope containing the UI Action.
Form button/context menu/link – if selected enables the widget on a form.
List bottom button/banner button/context menu/choice/link – if selected enables the widget on a
list form.
Show multiple update – (does not appear baseline and must be added through personalization):
Select this option to display the widget on multiple record update forms.
Show query – (does not appear baseline and must be added through personalization): Select this
option to display the widget on Search forms.

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UI Actions Trigger
• The Condition test executes on the server even if the UI Action runs client-side
• The Onclick field appears only when the Client option is selected

Comments – documentation about what a UI Action does, who wrote it etc.

Hint – text that appears when a user hovers over the widget.
Onclick – function to call when widget is selected.
Condition – restricts when a UI Action applies. Has access to current.

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UI Actions Script
• Usable syntax depends on where the script runs
– Client-side
– Server-side
• Runs when
– Trigger criteria is met AND
– Condition field returns true

If the condition field has no value, the script will execute whenever the trigger criteria is met.

The example shown works with a condition to offer a user the opportunity to launch the RIM Tech
Support website in a new browser window if an Incident's CI is Blackberry (see preceding slides for
trigger and condition).

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Protection Policy
• Protection policies safeguard intellectual property by making UI Action logic read-only or not
visible
• Only applies when applications are installed from the ServiceNow App Store
• Protection policies do not prevent other developers on the application development
instance from viewing or editing a UI Action

Protection policies are not applied when applications are published and migrated to an instance
using an Update Set.

The Protection Policy options are:

None – UI Action logic is viewable and editable.
Read-only – UI Action logic is viewable but not editable.
Protected – UI Action logic is not viewable.

For the instance on which an application is developed, use Access Controls and/or roles to restrict
User ability to see and edit UI Actions. Protection policies do not apply in this case.

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Controlling Access to buttons, links, and context menu
items
A button should not be available at all times for all users
– Restrict with List Control
– Restrict by View using UI Action Visibility
– Restrict with Condition field

For example, a Close Incident button might be available only to group managers or should appear
only on Incident forms if the state is resolved.

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• Use the Condition field to restrict access based on scripted criteria

If the Condition field has no value the script will execute whenever the trigger criteria is met.

Scripting in ServiceNow Fundamentals 389

1. Select Client
trigger option

2. Enter function
name in
Onclick field

3. Write function
in Script field

Use client-side methods when scripting for execution within the browser. The script has no access to
server-side objects, such as current, or methods, such as gs.log.

Common uses for client-side UI Actions are:

- Show workflow
- Launch email client
- Print preview
- Redirect to another URL

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• gsftSubmit method calls client-side UI Action

• gsftSubmit(gel('<UI Action Action Name>'))
• Example (inserts a new record into the database):
gsftSubmit(gel('sysverb_insert'))

Only UI Actions included on a form can be called. For example, the Edit Homepage UI Action's link
does not appear on the Incident form and could not be called from a UI Action for the Incident form.

The gsftSubmit() method can also be called as follows:

gsftSubmit(null,g_form.getFormElement(),'<UI Action Action Name>');

The first parameter is the control (will have the value null when calling UI Actions), the second is the
form, and the third is action name.

For example, gsftSubmit(null,g_form.getFormElement(),'sysverb_insert');

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• Execute entirely on server-

side
• Can use GlideSystem and
GlideRecord methods
• Have access to current
• Server-side execution is the
baseline behavior (Client not
selected)

UI Actions run on the server-side when the Client option is not selected.

Use server-side UI Actions when:

• You do not need access to the form.
• You want improved performance.
• You do not need to call client-side UI Actions.
• You do not need access to form elements.
• You do not access to server-side methods.

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Client and Server UI Actions
Executes partially on client //Client-side Onclick function
function runClientCode() {
and partially on server
//Client-side code here.
//Call the UI Action again and skip
1. Write client code and //the Onclick function. MUST call
call UI Action again //'Action name' set in this UI Action.
gsftSubmit(null, g_form.getFormElement(),
'button_action_name');
}
2. Ensure client code //Code that runs without Onclick.
execution is complete //Ensures call to server-side
and call the server- //function with no browswer errors.
if(typeof window == 'undefined') {
side code
runServerSideFunction();
}
3. Write server code //Server-side function
function runServerSideFunction() {
//Server-side code here
}

When the UI Action is called a second time the Onclick function will not execute because the
button/link/menu item was not physically selected a second time. Any code not enclosed in a
function is executed. In this case, the if(typeof window == 'undefined') statement runs and the
server-side function is called.

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• Lab 10.1
– Time: 15-20m
– Client UI Action – Priority 1 Incident
• Create, test, and debug a UI Action
• Lab 10.2
– Time: 15-20m
– Server UI Action – URL Redirect
• Create, test, and debug a server-side UI Action
• Lab 10.3
– Time: 15-20m
– Client and Server UI Action – Update Problem
• Create, test, and debug a UI Action that executes on both the
client and server-sides

Scripting in ServiceNow Fundamentals 394

Lab Summary
You will achieve the following:
• Create a UI Action requiring confirmation before submitting a Priority-1 Incident.

A. Creating a UI Action
1. Open the UI Action list: System Definition > UI Actions.

2. Create a new UI Action.

3. Configure the UI Action trigger.

Name: Priority 1
Table: Incident [incident]
Active: Selected (checked)
Show insert: Selected (checked)
Show update: Not Selected (unchecked)
Client: Selected (checked)
Application: Global
Form button: Selected (checked)
Onclick: confirmPriOne();
Condition: current.canCreate() && current.isNewRecord()

4. Here is the pseudo-code for the script:

• Get the priority from the Incident form field.
• If the priority is not 1, insert the record into the database.
• If the priority is 1, display a JavaScript confirmation dialog asking if the user really
wants to submit the Incident with this priority.
o If the answer is OK, insert the record into the database.

Scripting in ServiceNow Fundamentals 395

6. Save the UI Action.

B. Testing
1. Create a new Incident.

2. Set the Priority to Critical by setting the Urgency and Impact fields each to High.

3. Select the Priority 1 form button.

4. Did the confirmation dialog box appear? If not, debug and re-test.

5. Select the OK button in the confirmation dialog box. Was the incident submitted? If
not, debug and re-test.

6. Create another new Incident and set the Urgency and Impact to High.

7. Select the Priority 1 button.

8. Select the Cancel button in the confirmation dialog box. Was the Incident
submitted?

9. Make the Priority 1 UI Action inactive.

Lab Completion
Congratulations on completing the lab!

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Lab Summary
You will achieve the following:
• Create a server-side UI Action accessible only from the Self Service view that allows
a caller to verify their user information is correct.

A. Creating a UI Action
1. Create a new UI Action.

2. Configure the UI Action trigger.

Name: Check User Info

Table: Incident [incident]
Active: Selected (checked)
Show insert: Selected (checked)
Show update: Selected (checked)
Application: Global
Form button: Selected (checked)
Form link: Selected (checked)
Condition: current.canCreate()

3. Examine the pseudo-code for the script:

• Add/modify the record in the database.
• Try:
o Save the user page URL in a variable.
o Redirect to the URL+the caller's sys_id.
o When finished with the user form return to the current Incident form.
• Catch:
o Log any errors to the Script Log Statements.

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5. Save (not Submit) the UI Action.

6. Select the Edit button in the UI Action Visibility Related List at the bottom of the UI
Action form.

7. Select the Self Service view from the Collection slushbucket and Add it to the UI
Action Visibility list.

8. Select the Save button.

B. Testing
1. Create and Save a new Incident.

2. Do the Check User Info button and link appear on the form? Should they? Explain
your reasoning.

___________________________________________________________________

3. Navigate to Self-Service > Incidents, select the New button.

4. In the Incident form, set the Caller to Olga Yarovenko.

5. Select the Check User Info button or link.

6. Did Olga's user record open? If not, debug and re-test.

Scripting in ServiceNow Fundamentals 398

a) Select the light bulb next to the Title field.

b) Select Sales Executive from the suggestions list.

8. Select the Update button to update the User record.

9. What page loads after the User record is updated? Is it the User list page? Why or
why not? Explain your reasoning.

___________________________________________________________________

10. Make the Check User Info UI Action inactive.

Lab Completion
Congratulations on completing the Server UI Action – URL Redirect lab!

Scripting in ServiceNow Fundamentals 399

Lab Summary
You will achieve the following:
• Create a UI Action that executes on both the client and server-sides, retrieves the
problem_id from an Incident, and updates the related Problem’s Work notes.

A. Creating a UI Action
1. Create a new UI Action.

2. Configure the UI Action trigger.

Name: Update Problem
Table: Incident [incident]
Action name: update_problem
Active: Selected (checked)
Show update: Selected (checked)
Client: Selected (checked)
Application: Global
Form button: Selected (checked)
Onclick: updateProblem();
Condition: current.canCreate()

3. Examine the pseudo-code for the script:

• In the client-side function
• Try:
o If the Incident form does not have a value in the Parent field
§ Alert the user using the strategy of your choice
o Else
§ Execute the UI Action a second time
• Catch:
o Log any errors to the JavaScript log
• Check the Client Script has completed
• Call the server-side function

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© 2019 ServiceNow, Inc. All Rights Reserved
• In the server-side function
• Try:
o Create the string you will put in the Work notes
o Create a new GlideRecord for the problem table
o Get the Parent (Problem Record) for the current Incident
o Add a Work note to the Problem record
o Update the Problem record
• Catch:
o Log any errors to the Script Log Statements

4. Write the UI Action script. If needed, refer to the "Client and Server UI Actions"
slide’s stub code.

5. Save the UI Action.

Scripting in ServiceNow Fundamentals 401

2. Located the Related Records Tab and Assign a Problem to the Problem ID field. Note
the Problem number here:

________________________________

3. Select the Update Problem button.

4. Open the Problem you select in step 2.

5. Examine the Problem’s Activity history. Does your message appear in the history? If
not, debug and re-test.

6. Make the Update Problem UI Action inactive.

Lab Completion
Congratulations on completing the lab!

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© 2019 ServiceNow, Inc. All Rights Reserved
UI Actions
• Add buttons, links, and context menu items to forms and lists as appropriate
• Use appropriate widget type
– Buttons are highly visible
– Context menus are more subtle
Good Practices

• Call other UI Actions like sysverb_insert_and_stay rather than re-creating UI Action

logic
• If a UI Action opens another page, use the action.setRedirectURL()
• To set which form loads when a UI Action completes, use action.setReturnURL()

Scripting in ServiceNow Fundamentals 403

Core Concepts Real World Cases

UI Actions add buttons, links, and context menu •Why would you use these
items to forms and lists
capabilities?
• Client
• Server
•When would you use these
Use gsftSubmit to call a Server UI Action from a
Client UI Action capabilities?
UI Action Visibility restricts access based on views
•How often would you use these
Protection policy options can protect privately
capabilities?
scoped scripts installed from the ServiceNow App
Store

Discuss: Why, when, and how often would you use the capabilities shown in this module.

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© 2019 ServiceNow, Inc. All Rights Reserved
Module 11: Flow Designer Scripting
Scripting Ov erv iew Module Objectives
Client Scripts – Discuss where to use scripts in Flow Designer
– Describe and use Flow Designer objects
UI Policies
– Write, test, and debug a script in Action Script Step
Catalog Scripting – Describe the role of Flow Designer Contexts in Flow Designer
testing
Business Rules

GlideSystem

GlideRecord Labs
Ev ents
Lab 11.1 Build a Flow
Lab 11.2 Trigger a Flow with a Script
Script Includes
Lab 11.3 Add a Script to a Flow
UI Actions

Flow Designer

Scripting in ServiceNow Fundamentals 405

Flow Designer Overview

Script-Triggered Subflow

Action Designer Script Step

Scripting in ServiceNow Fundamentals 406

© 2019 ServiceNow, Inc. All Rights Reserved
Overview
Overview: Flow Designer Vs. Workflow
Use Flow Designer When: Use Workflow When:
• Instance running Kingston or later • Instance running Jakarta or earlier
version version
• Process owners need to use natural • Process requires complex flow logic
language and low code way to or parallel processing not yet
automate approvals, tasks, supported in Flow Designer
notifications, and record operations • Existing logic already developed
• New logic needs to be developed using Workflow
and it has not been created in • Steps required do not exist yet in
Workflow Flow Designer and require
• Business logic needs to use the unsupported protocols
library of reusable actions across
multiple flows.

Flow Designer and Workflow can be used at the same time in an instance. Understanding what
process fits the needs of your company can aid you in a decision. As of the London release, below
are some scenarios for Flow Designer or Workflow. Remember that even though it is suggested
here to use one method or another, you may still be able to accomplish a task using Flow Designer
or Workflow.
Flow Designer
Service Catalog Action Plan
• Approvals - Flow Designer has reimagined Approvals for a much more usable authoring
experience. Flow Designer is a good fit for approval flow associated to a catalog item
• Flow with Stages to report progress status to user
• Standard task creation or record updates
Record updates
• When you need to interact with a record, or related set of records, and make updates. Flow
Designer provides very intuitive ways to handle record updates, and working with related lists
• The new approval authoring method for Adding Approvals to a record (Service Catalog item,
Incident, or any) in Flow Designer is much improved way of dealing with approvals
IntegrationHub
• Slack, Teams, Active Directory, Azure AD, and more… (More integrations in the future.)
Action Designer – alternative to Script Include
• When you want to build a reusable component(s) (build once, reuse in flows)
Workflow
• Complex branching and parallel processing – e.g. complex catalog workflows
• Service Level Management (SLA Timer)
• Passwords must be masked
• Existing orchestration integrations

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© 2019 ServiceNow, Inc. All Rights Reserved
Overview
Overview: What is Flow Designer?
Triggers – What causes a flow to start
• A design environment that Creates
flows
• Flows consist of a trigger and one
or more actions
• Triggers start a flow
• Actions are steps that automate
approvals, tasks, notifications, or
record operations
• Process owners and Developers
use natural language to create a
flow
Actions – What Occurs when the flow starts

Flow Designer is a Now Platform feature that enables rich process automation capabilities in a
consolidated design environment. It enables process owners to use natural language to automate
approvals, tasks, notifications, and record operations without having to code.

IMPORTANT
Permission to use Flow Designer and view flow execution is controlled by assigning the
flow_designer role to users. Before you give a process owner this role, understand that
you are giving the user access to all tables and database operations which is equal to an
admin role.

Scripting in ServiceNow Fundamentals 408

• Navigate to Flow Designer > Designer

• Use the navigation links to work on each part of a flow
Landing Page Link

Links to New Flow,

Lists Subflow, or
Action

The welcome page has links to Flows, Subflows, Actions, Flow Executions, Help, and New.

• A Flow is an automated process consisting of a sequence of actions and a trigger. Flows automate
business logic for a particular application or process.
• A Subflow is a sequence of reusable actions that can be started from a flow, subflow, or script.
• An Action is a reusable operation that enables process analysts to automate Now
Platform features without having to write code.
• Flow execution is a list of associated execution detail pages. Each record is created when a flow
runs. Process analysts can view the information the system stores about the configuration and
runtime values produced.
• The Help tab has resource links to Documentation, Videos, and Community Discussion.
• The New link uses a dropdown to allow you to create a New Flow, New Subflow, or New Action.

Scripting in ServiceNow Fundamentals 409

The flow editor uses properties, a trigger, a sequence of actions, and

the data collected or created to create a flow.
Landing Page Link Flow Tabs Create flow, subflow, or action

Active
Indicator More Actions
Flow Data
Trigger

Actions

Notifications

This example shows the Flow Editor after a Flow has been selected.
• House Icon - returns you to the Landing page.
• Flow Tabs – allows you to work on multiple flows; you can select the tab that you want to
work on.
• Plus Icon – selecting the icon will allow you to create a new Flow, Subflow, or Action.
• Indicator – The text will tell you if you are working on Flow, Subflow, or Action and if the
component of a flow is read only. Flows will have a gray (inactive) or green (active) dot.
• Title – Shows the flow you are currently working on.
• Status – Indicates if the flow is Draft.
• Scope – It is encouraged to use flow designer in a scoped application.
• Properties - Edit flow properties e.g. description and protection policy.
• Test - Simulate a trigger and execute the flow.
• Executions - List executions associated with this flow to open operations.
• Save - Save a draft of the Flow, Subflow, Action.
• Activate - Activate this flow and make the trigger live.
• Three Dots - open more actions that are specific to the flow, subflow, or action you are
working with.
• Trigger - specifies the conditions that start the flow. When the trigger condition is true, the
system starts the flow.
• Actions – The section groups sets of reusable business logic that produces a specific outcome
when provided with its input values.
• Flow Data - any data gathered or generated as variables will be available in the data pane.
Each variable has its own pill. The pill can be dragged and dropped on an action input or
output.
• Notifications – Previous activity Information.

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The trigger specifies the conditions that start the flow. When the trigger
condition is true, the system starts the flow.

When will
this flow
start

Where to
monitor for
changes

Why this
flow will start

Creating a trigger for a flow will require When the flow will start, Where this flow will monitor for
changes, and Why this flow will start.

1. The Trigger dropdown has several Trigger Types to choose from.

• Record Trigger Type - flows start when a record is newly created, updated, or both and if the
transaction meets the condition filter. The Updated Trigger Type can run always or only once.
• Scheduled Trigger Type starts a flow at specific time of the day, week, or month. Also, a
flow can start at a specific time and it will Run Once. If you need to set a flow to run at
predefined intervals (example: every 3 days), Use the Repeat choice.
• Application Trigger Type has a MetricBase choice and a Service Catalog choice. MetricBase
will start a flow by tracking time series data and can monitor when a threshold is reached,
when a trend is detected, or when a system stops reporting data. Service Catalog Trigger
Type monitors all catalog item requests for a specific item.

Unlike a Scheduled and Application Trigger Types, a Record Trigger Type requires:
1. Table to monitor - In this example we have chosen the incident table as the place to look at
for conditional changes. Choose the appropriate table.
2. Condition that starts the flow - Use the condition builder the same way you filter for a list.
All conditions created in the condition builder must be met.

TIP FROM THE FIELD

You may not be able to use Application Trigger Type. The MetricBase Trigger Type requires
a separate subscription. On the Service Catalog Trigger Type a plugin
(com.glideapp.servicecatalog.flow_designer) will need to be activated. Contact HI
Customer Service for assistance.

Scripting in ServiceNow Fundamentals 411

• A group of reusableoperations that automatethe Now Platform features

without having to write code.
• Process analysts can use Actions, Flow Logic, or Subflows
– Actions are used to add functionality to a flow.
– Flow Logic controls whether or not actions run with If statements and For Each loops
– Subflows automate generic business logic that can be applied to multiple applications
or processes.

Actions can be anything from creating tasks, looking up records, or sending email. Flow designer
has a number of core actions that can be used and custom actions that can be created.
• A core action is a ServiceNow-provided action available to any flow that cannot be viewed or
edited from the Action Designer design environment.
• Custom actions can be viewed or edited from the Action Designer design environment. The
custom actions always use the same configuration when added to a flow.

Flow Logic is a way to control what action steps are included or bypassed based or your criteria.
• The If conditional statements check if a condition is met before executing or skipping an action.
• The For Each Flow Logic loops through a list of records, supplied by flow data, to apply actions
for each record that meets the condition specified. Creating a Nested For Each loop requires
you to understand how many flow transactions this will generate and its duration. Nested For
Each loops are discouraged as they may cause the flow transaction quota rule to stop a flow
after an hour.

Subflows are a sequence of reusable actions that can be started from a Flow, Subflow, or Script.
Subflows are very similar to flows, but there are some differences.
• A trigger is not used to start a subflow.
• Subflows can use inputs form a parent flow.
• Subflows can return outputs to the parent flows when the subflows ends.

TIP FROM THE FIELD

Flows are set to allow 50 actions or less. You can increase the number of actions with the
sn_flow_designer.max_actions system property, but performance may be impacted. Also,
consider using Subflows for repetitive tasks used across multiple flows.

Scripting in ServiceNow Fundamentals 412

• Flows store any data gathered or generated as variables in the Data panel.
• Each variable has its own Pill that Flow designers can use to drag-and-drop
the variable value to an action input or output.
The variable with Trigger data is
stored as a Pill in the Data pane

The Pill can be dragged

to the action and used

As you create additional actions, additional Pills will be created. You can use the Pills in Actions,
Flow Logics, and Subflows.

Above, a pill being used with an Action. Below is an example of Pills being used with Flow Logic and
Subflows:

Flow Logic
The Trigger Data Pill is
used in an If conditional to
check the trigger incident
record’s priority.

Subflow
The Subflow is using the Pill
from a previous Action as
input. Subflows should be
created for reuse. This
modular design can save
you from creating
repetitive Actions across
several flows.

Scripting in ServiceNow Fundamentals 413

• Lab 11.1
– Time: 15-20m
– Flow Designer: Build a Flow
• Build a simple flow

Scripting in ServiceNow Fundamentals 414

Lab Summary
You will achieve the following:
• Build a flow that responds to the change in priority of an incident.
• Test the flow within the Flow Designer.

Scenario

When an incident is created or updated with a priority of 1 - Critical, management would like
for the incident to be assigned to the Incident Management group first.

Pre-Requisite

Since this is your first flow and you will test the result in flow designer, these system properties
will enable flow engine debug messages and show system logs within the Flow Execution
Details page.

1. Type sys_properties.list in the filter navigator.

2. Update the value for com.glide.hub.flow_engine.debug to true.

3. Update the value for com.glide.hub.flow_engine.listener_trace to true.

A. Build the Flow

1. To open the Flow Designer in a new tab, navigate to the Flow Designer -> Designer
in the Filter Navigator.

2. On the right side of the screen, Select the + New button.

3. From the drop-down, select the New Flow option.

Scripting in ServiceNow Fundamentals 415

• Name: Incident Changed to P1

• Application: Global TIP FROM
THE FIELD:
• Description: Monitor Incidents for P1 Activity
A good practice is to
5. Select Submit always create flows
in a scoped
6. After the flow is saved successfully, add a Trigger by application. This will
selecting the + Symbol or Click to add a Trigger link. categorize your
content and make it
7. From the Trigger menu, select Created or Updated. easier to maintain
and release.
8. Select the Table drop down, type Incident in the search
field, and select the Incident [incident] table.

9. To the right of Condition, select the + Add Filters and set the drop down to the
following:

Priority - is - 1-Critical

10. Select For each unique change on the Run Trigger drop-down.

11. Select Done.

12. In the Actions section, select the + symbol or Click to add an Action, Flow Logic, or
Subflow link.

13. From the buttons Action, Flow Logic, and Subflow, select the Action button.

Note: The Action menu has various Action Categories and the corresponding Actions. As you
look at each Action, information will be shown in the description section. Be sure to read the
description, so you choose the correct Action for your flow.

14. With the ServiceNow Core category highlighted, select the Update Record Action.

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© 2019 ServiceNow, Inc. All Rights Reserved
15. Specify the record to update by dragging the pill labeled Incident Record from the
Data -> Trigger – Record Created or Updated section on the right side of the screen
to the Record field in the middle of the screen.

16. Move down to Fields and select the + Add Field Value button.

17. Set the Select a Field dropdown fields to the following:

Assignment Group – Incident Management

18. Select Done to close the action.

19. Select the Save button in the upper right corner.

20. Select the Activate button and Select the OK button when the Confirm Flow Active
dialog box is shown.

B. Test Your Work

You can test the flow with updates to the record that triggers the flow to execute. However,
testing can be done within the Flow Designer.

Note: You should only test a flow in a Dev or Test instance, not a Production instance. Record
changes caused by the test of a flow or integration call are real.

1. With the Incident Changed to P1 flow open, select the Test button.

2. In the Test Flow dialog box, select the Record field and choose an incident.

3. Select the Run Test button.

4. After the flow process completes, open the Execution Details tab with the Flow has
been executed. To view the flow, click here link.

5. The Execution Details tab provides data and links about what occurred during the
test. Review the items below to understand what occurred with its execution.

• Trigger and Actions - Select the Trigger or the Actions to expand the sections.
Review additional Information about what occurred when the trigger or action
processed.
• Open Flow Logs – View the flow logs of what occurred during the test.
• Open Current Record – Open the form of the record to see the changes.
• Logs – The drop-down shows the logs that were recorded during the flow
execution.

Scripting in ServiceNow Fundamentals 417

Note: The large amount of detailed information, gathered in one place, about the flow
execution is convenient and helpful. Benefits of the Execution Detail become more apparent
with larger flows.

7. Was the Test Run completed the way you expected? Why or why not?

_________________________________________________________________

8. Select the on the Execution Details Tab to close it.

9. On the flow, select the to close Test Flow dialog box.

10. Select the Deactive button and select Ok to Confirm Flow Deactivate.

Lab Completion
Good job! You have successfully created a flow and tested the execution of that flow.

Scripting in ServiceNow Fundamentals 418

Flow Designer Overview

Script-Triggered Subflow

Action Designer Script Step

Scripting in ServiceNow Fundamentals 419

© 2019 ServiceNow, Inc. All Rights Reserved
Custom Actions
Script-Triggered Subflow: Subflows
Flow, Subflow, or Script
• Subflows are a sequence of
reusable actions that can be
started from a Flow, Subflow, or
Script. Input Data Output Data
• Subflows do not require a trigger.
• Subflows contain inputs to make
data available to Actions.
• Actions can use the data
• Data can be returned via the
Outputs to be used by the module
that called the Subflow
Data used by Action(s)

A subflow is a container of automated steps that a process analyst can use in a flow. A process
analyst may need to post a message in Slack, query a Now platform table, or create approvals with
emails, but they may not be familiar with the details to accomplish these tasks. By selecting a
subflow with multiple steps, intensive calculations, or complicated connection strings, a process
analyst can quickly take advantage of the power of a subflow and then incorporate it within the flow
they are creating.

Subflows that automate generic business logic that helps process analysts and low code admins to
not only integrate the capabilities of a Subflow into a flow, but into every additional flow that is
created. The ability to reuse the functionality over and over in multiple applications or processes
increases the speed at which a flow is built and its ease of creation.

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• Flow and Subflow Actions can call a published subflow

• Server Scripts (Business Rules, UI Actions, Script Includes) and Client

Scripts can call a published subflowwith code.
• The Server-side APIs can be executed in a Non-Blocking mode or Blocking
with Timeout mode.
• The Client-side JavaScript library (GlideFlow) uses promise objects that
provide an eventual result of an asynchronous operation
• There is a Code Snippet Generator!

Subflows called from a script requirements:

• Create the subflow before you create the script to call it.
• Subflows must be published. Unpublished Subflows will not show up in your actions section
and can not be called from code.
• The script you use to call a subflow can be a Server script or Client script.
• Each API has different functionality for the environment that it was designed for, so use the
Code Snippet Generator to select the API for your application
• The Internal name of a subflow will be used. This is created by the designer and can be found
on the Landing Page -> Subflow list. The internal name is a lowercase, no-spaces version of
your subflow name
• Inputs should be Name-value pairs. If the subflow calls for a reference type value, use a
GlideRecord object as the value.

Can a Flow or Actions be called by a script?

Yes. Flows, SubFlows, and Actions can be executed from script.

IMPORTANT
With all the new ways to call a Flow/Subflow, the following calls have been deprecated:
• sn_fd.Flow
• sn_fd.Subflow

Scripting in ServiceNow Fundamentals 421

Server API – Non Blocking

sn_fd.FlowAPI.startAction(scope.myflow, inputs);
sn_fd.FlowAPI.startSubflow (scope.mysubflow, inputs);
sn_fd.FlowAPI.startFlow(scope.myAction, inputs);
sn_fd namespace to access the Flow API Application Scope Internal name
sn_fd.FlowAPI.startSubflow(‘scope.mysubflow', inputs);

Asynchronous call to free client Name-value Pairs

Server API –Blocking
sn_fd.FlowAPI.executeAction(<scoped_name>, inputs, timeout_in_ms);
sn_fd.FlowAPI.executeFlow(<scoped_name>, inputs, timeout_in_ms);
sn_fd.FlowAPI.executeSubflow(<scoped_name>, inputs, timeout_in_ms);

sn_fd namespace to access the Flow API Application Scope Internal name

var outputs = sn_fd.FlowAPI.executeSubflow(‘scope.mysubflow', inputs);

Variable for output Synchronous call Name-value Pairs

Server API – Non Blocking

Pros: Immediately returns execution to the user. “Fire and forget” API.
Cons: No access to the outputs

Server API –Blocking

Pros: Outputs of Subflows / Actions will be immediately returned if no errors occurred during
execution
Cons: Users need to wait for the call to complete

Note: The timeout for the blocking mode is the maximum time this Flow / Action will run before it is
cancelled. If you do not add a timeout, the system default value is used which is determined by the
property com.glide.hub.flow_api.default_execution_time . The default value is 5000 ms.

IMPORTANT
The Input map keys need to include data that the flow’s record triggers are expecting.

Scripting in ServiceNow Fundamentals 422

Client-side API
GlideFlow.startFlow(String <scoped_name>, Object inputs);
GlideFlow.startSubflow(String<scoped_name>, Object inputs);
GlideFlow.startAction(String <scoped_name>, Object inputs);

GlideFlow API Application Scope Internal name

GlideFlow.startSubflow('global.triggerbyui', inputs);

Provides promise object for an eventual asynchronous operation Name-value Pairs

Client-side API
Pros: Allows front-end access to Flows / Subflows / Actions
Cons: Not immediate as JavaScript promise objects are returned which represents the eventual
result of an asynchronous operation.

Note: Server-side script is rigidly controlled compared to the Access to Client-side script. When
using Client side script to execute a Flow, Subflow, or Action, there must be a new
“client_callable_flow_object” ACL type assigned to it. If this is not done, by default access will be
denied. All ACL management is handled with the “Manage Security” menu in Flow Designer.

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• Lab 11.2
– Time: 20-25m
– Flow Designer: Trigger a Subflow with a Script
• Build a UI action that will trigger a subflow

Scripting in ServiceNow Fundamentals 424

Lab Summary
You will achieve the following:
• Build a Subflow that can be triggered by a UI action.
• Create a UI Action that triggers the Subflow.
• Execute the UI Action that calls a Subflow and creates an Incident Task with values from
the Incident.

Scenario

The Incident Management group has noticed some incidents did not need to be marked as a
Priority 1-Critical. Since all critical Incidents are taken seriously and are reviewed by upper
management, the service desk and the Incident Management group has decided that service
desk employees needed another option. Incidents that are a possible candidate for Priority 1-
Critical should be reviewed before being set to the highest Priority. Here is the solution:

• An Incident Task will be created and assigned to the Incident Management group.

• Since the incident could be time-sensitive, a UI action will quickly create an Incident
task record and populates the form.

A. Build the Subflow

1. To open the Flow Designer in a new tab, navigate to the Flow Designer -> Designer
in the Filter Navigator.

2. On the right side of the screen, Select the + New button.

3. From the drop-down, select the New Subflow option.

Scripting in ServiceNow Fundamentals 425

• Name: triggerbyui
• Application: Global
• Description: Subflow that creates an Incident Task for Incident Management to
review

5. After the Subflow is saved successfully, locate the INPUTS & OUTPUTS section, and
select the + Click to create the inputs & outputs of your subflow.

6. Under the Inputs section, select the symbol.

7. Select the Label Field that is marked variable and change the wording to number.

8. Select the Type drop down. Choose the Reference > Type and Complete the
Reference by selecting the Incident [incident] table.

9. Select the symbol twice, and add the following Inputs with the information:
• Label: short_description
• Type: String

• Label: description
• Type: String

10. Select Done.

11. Locate the Actions section and select the + Click to add an Action, Flow Logic, or
Subflow.

12. Select Action.

Scripting in ServiceNow Fundamentals 426

14. For the Table Name, add Incident Task [incident_task].

15. Select the + Add Field Value and add the following fields and values
Field Value
Incident Select the number pill from the Data Panel -> Subflow
Inputs and drag the pill to the empty field.
Priority Select 3 – Moderate
Short Description Type Possible Priority 1-Critical:. Select the short_description pill
from the Data Panel -> Subflow Inputs and drag the pill to the field.
Assignment Group Select the Incident Management group
Description Select the description pill from the Data Panel ->
Subflow Inputs and drag the pill to the empty field

16. Select Save.

17. Select Publish.

B. Test the Subflow

1. With the Subflow page open, select Test.

2. With the Possible 1-Critical Incident Subflow open, select the Test button.

3. Add the following values to the Test Subflow dialog box.

• number: Select any Incident from the dropdown
• short_description: Short Description Subflow Test
• description: Description Subflow Test

Scripting in ServiceNow Fundamentals 427

5. Wait for the “Processing Test Subflow” to complete and then select the Subflow has
been executed. To view the subflow, click here.

6. In the Execution Details, select the Subflow Inputs & Outputs and the Create
Record to expand those sections and review test results.

7. Was the Test Run completed the way you expected? Why or why not?

_________________________________________________________________

8. Locate the Subflow Input Variable Name number and select the link to incident
number you chose.

9. Select Open Record on the preview incident section.

10. Add the Incident Task related list to the form by selecting the
Additional actions menu button.

11. Select Configure -> Related Lists.

12. On the Configuring related lists on Incident form, scroll down the Available slush
bucket until you locate the Incident Task -> Incident table, select the table to
highlight the table, and select the right arrow button to move the table to the
Selected slush bucket.

13. Select Save.

14. On the Incident form, scroll down to the related list, select the Incident Tasks tab,
and verify that the Incident Task has been created with inputs you entered.

C. Build the UI action to call the SubFlow

1. On the Incident form, select the Additional actions menu button.

2. Select Configure -> UI Actions.

3. Select New.

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© 2019 ServiceNow, Inc. All Rights Reserved
4. Create a new UI Action.
Name: Create Incident Management Task
Table: Incident [incident]
Active: Selected (checked)
Form Link: Selected (checked)
Show Insert: Not Selected (unchecked)
Show Update: Selected (checked)
Comments: Create Incident Management Task for Review
Condition: current.active;

5. Examine the pseudo-code for the script:

• Use a GlideRecord object for the input of Reference type as the value
• Create Name-value pairs that define Subflow inputs.
• Use the sn_fd namespace to access the Subflow API.
• Use startAsync(String scopeName.subflowName, Map inputs) to start the Subflow.
• Store the the Sys ID of the flow execution as contextId

6. Select the Flow Designer tab.

7. Navigate to the triggerbyui subflow.

8. Select the More Actions( ) icon.

9. Select Code Snippet.

10. Use the Server Script that is generated in the UI Action Script field.

Scripting in ServiceNow Fundamentals 429

12. Select Submit.

D. Test the UI Action

1. Navigate to the incident you used in your Subflow testing.

2. Select the UI Action Create Incident Management Task Related Link.

3. Verify the Incident Task has been created in the Related Lists.

Note: The Incident Task may not be visible immediately. Refresh the incident if does not show
up.

4. Was the Incident Task created? If not, debug and retest.

Lab Completion
Congratulations on completing the lab! You have successfully called a Subflow from a script.

Scripting in ServiceNow Fundamentals 430

Flow Designer Overview

Script-Triggered Subflow

Action Designer Scripting Step

Scripting in ServiceNow Fundamentals 431

• Custom Actions should be used

when there is a need for
functionality the ServiceNow-
Provided Actions do not provide.
• Design a Custom Action for
reusability.
• Within the Steps Panel, the Action
Outline contains the parts of an
Action:
– Inputs
– Action Steps
– Outputs

The last section in this Flow Designer module is creating an Action. It follows in the same style as
Flow and Subflow. This is a top-down down approach that lowers the barrier to entry for process
owners and low code admins to create Actions. These roles will use the s et of core action steps to
automate Now Platform processes. Also, subject matter experts, scripters, and developers can use
the core action steps to quickly incorporate tedious tasks into a Custom Action. This leaves more
time to focus on the other aspects of creating Flows.

Reusability
Reusability has been stressed in this module. You may recall from the Script Include module, script
includes are consider a write once use many times component. A key difference between the reuse
of Script Includes and Actions is the accessibility. Script Includes need to be called from code. Flow
Designer interface makes code reuse easier by making the Action easily discoverable. Think about
how other departments within your organization can utilize the same Actions you create.

IMPORTANT
The action_designer role is required to build Custom Actions.

Scripting in ServiceNow Fundamentals 432

• Inputs and Outputs are data variables used in your action.

• Inputs store the information passed to the action in the Data Panel and can
be used in the Action Step.
• Outputs return data back to the flow to be used by the flow or other actions.
Select an Input or Action Input/Outputs can Input variables The Data Panel stores
Output to define the have multiple variable to support a multitude the data in pills used
data variables support the Action Steps. of types. through the Action.

Just like the subflow you created in the previous lab, inputs and outputs in an Action function the
same way. The Input of an Action allows data, of various types, to pass to the Action Steps. After
processing the data, Information is relayed back to the flow. This returning data may be used in
additional subflows or actions.

Scripting in ServiceNow Fundamentals 433

• Steps are singular reusable operations that makes up an action

• Action steps are added to actions from the Action Designer design
environment.
• Creating an action step requires knowledge of application tables, fields, and
business logic
Each Core
Action Step
will require
information
and data
from the
Data Panel
to complete
the step

Just as Flow designer has a number of core actions, several core action steps have been provided to
help with building an action.

Scripting in ServiceNow Fundamentals 434

• Script Action Step can

execute functionality not in
a core action step.
• Before Scripting a solution,
verify that the core Actions
Steps and a combination of
core Action Steps can not
create the desired result.
• The Javascript written
should be reusable and
ready for others to use.

Previous modules have stressed the importance that scripts should only be created when a feature
or functionality is not available in a baseline instance. Action Designers should follow this same
advise when a Script Step is created.

IMPORTANT
The Script step provides the ability to create integrations with third party systems, but this
functionality requires the IntegrationHub plugin to be activated. If you are creating a script
for your instance only, the plugin is not required.

Scripting in ServiceNow Fundamentals 435

Action Input
and Output
Variables

Script step Input Script step Input and Output

and Output Variables are referenced with
Variables the prefix inputs and outputs

The Javascript steps include separate Input and Outputs Variables. A Script step Input Variable will
need to be created, named, and an Action Input Variables data pill added to the Value field to make
the Action Input Variable data accessible to the script. Also, a Script step Output Variables can be
created and named to return any results back to the action. The Script Step Input and Output
Variable can be referenced in the script with the inputs and outputs prefix.

Scripting in ServiceNow Fundamentals 436

• Lab 11.3
– Time: 20-25m
– Flow Designer: Add a Script to a Flow
• Build a custom action that uses a script step.
• Build a flow that uses a custom action

Scripting in ServiceNow Fundamentals 437

Lab Summary
You will achieve the following:
• Build a custom action that uses a script step
• Build a flow that includes the custom action

Note: Visit the knowledge base for the “Module 11 - Student Resource”. The variables are
available to copy and paste. The “Report” variable will get you started, but will need to be
updated with the correct variables.

Scenario

The Priority 1-Critical has been resolved. Since the critical incidents are reviewed by
management, a request has been made for an After Action Report to be added to the record’s
work notes. Data should be used from the incident to make a brief summary.

A. Build the Custom Action

1. Navigate to the Flow Designer -> Designer in the Filter Navigator.

2. On the right side of the screen, Select the + New button.

3. From the drop-down, select the New Action option.

4. In the Action Properties window, add the following information:

Name: Lab 11.3 Custom Action Script

Accessible From: All Application Scopes
Application: Global
Description: Create an After Action Report

5. Select Submit.

6. In the Action Input, select the + Create Input.

Scripting in ServiceNow Fundamentals 438

© 2019 ServiceNow, Inc. All Rights Reserved
7. Select variable to change the Label, the drop down to change the Type, and the +
Create Input for new variables to add the following inputs to the Action Input
section.

Label Type
Assigned To String TIP FROM
Assignment Group String THE FIELD:
Created on Date/Time This lab has several
Created By String inputs and longer
Resolved Date/Time text portions than
Resolved By String other labs. Use the
Number String Student Resources
Caller String file to copy and
Configuration Item String paste text, so you
Resolution Code String can focus on
Resolution Notes String scripting.
Short Description String

Scripting in ServiceNow Fundamentals 439

9. On the Select Step to add window, locate the Utilities section and select the Script
Step.

10. Under the 1. Script step section, select the + Create Variable.

11. Add the names below and drag the data pills to the values to create Script step Input
Variables.

Name Value
assigned_to action ->Assigned To
assignment_group action ->Assignment Group
created_on action ->Created on
created_by action ->Created By
resolved_at action ->Resolved
resolved_by action ->Resolved By
number action ->Number
caller_id action ->Caller
cmdb_ci action ->Configuration Item
closed_code action ->Resolution Code
close_notes action ->Resolution Notes
short_description action ->Short Description

Note: Do not use System Variable names for Input Variables. Names like sys_created_by or
sys_created_on disappear when saved. No warning message is given.

12. Under the Output Variables, add the Name Payload and the Type String.

13. Examine the pseudo-code for the script you will write:
• Create variables for the Create and Resolved Date Time Inputs
• Calculate the difference between Create and Resolved in days
• Create a report variable that will hold the After Action Report
o Include the calculated number of days in the report

Scripting in ServiceNow Fundamentals 440

15. Under the Action Outline, select the Outputs.

16. Select + Create Output to create an Action Output.

Label: After Action Report
Value: Step-> Script step -> Payload
(Drag the Payload Pill from the Data Panel)

17. Select Save.

18. Select Publish.

B. Create the Flow

1. In the tab section, select the Plus ( ) icon.

2. From the drop-down, select the New Flow option.

Name: Priority 1-Critical Incident Closed
Description: Create After Action Report

3. After the flow is saved successfully, select the + Symbol or Click to add a Trigger.

4. Create an Updated trigger with these conditions:

Table: Incident[incident]
Condition: State - is - Closed and
Priority - is - 1-Critical and
Active - is - false
Run Trigger: Once

Scripting in ServiceNow Fundamentals 441

6. In the Actions section, select the + symbol or Click to add an Action, Flow Logic, or
Subflow.

7. From the buttons Action, Flow Logic, and Subflow, select the Action button.

8. With the Global category highlighted, select the Lab 11.3 Custom Action Script
Action.
TIP FROM
9. Select the Data Pill Picker ( ) or Data Panel to dot- THE FIELD:
walk to the data for each Action Input.
The Data Pill Picker
Note: To dot-walk to data in the Data Panel, look for the can be faster than
right arrow( )next to the Data Pill. Select the right arrow the mouse to dot-
and data from that table is shown below the pill. walk to the data you
need. Use the arrow
To dot-walk to data in the Data Pill Picker, select the keys and type the
location of the data. In this case, it will be the Trigger –
field name for
Record Updated. Select a right arrow( ) of referenced data.
navigation.
When you have drilled down to the table, use the search bar
to narrow the fields shown.

Scripting in ServiceNow Fundamentals 442

11. Select Done.

12. Select the + symbol or Click to add an Action, Flow Logic, or Subflow.

13. From the buttons Action, Flow Logic, and Subflow, select the Action button.

14. With the ServiceNow Core category highlighted, select the Update Record Action.

Scripting in ServiceNow Fundamentals 443

16. Select the Fields dropdown and choose Work notes.

17. Select and drag the Lab 11.3 Custom Action Script After Action Report data pill to
the Fields value field.

18. Select Done.

19. Select Save.

C. Test Your Work

1. Select the browser tab with the regular ServiceNow interface.

2. Create an Incident record.

Caller: Abel Tuter
Configuration Item: 3D Pinball
Short Description: 3D Pinball is Broken
Impact: 1-HIgh
Urgency: 1-HIgh
Assignment Group: Incident Management
Assigned To: Incident Manager
Resolution Code: Solved (Work Around)
Resolution Notes: Inserted a quarter
Resolved: Pick at least two days in the future.
Resolved By: Beth Anglin

3. Select Save.

4. Return to Flow Designer.

Scripting in ServiceNow Fundamentals 444

6. Use the number from the Incident created in the Record field.

7. Select Run Test.

8. After the flow process completes, open the Execution Details tab with the Flow has
been executed. To view the flow, click here link.

9. Was “work_notes=After Action Report Subject: After Action Report, Incident

Manager – Incident Management…” shown on the Update Record -> RUNTIME
VALUE column? If not Debug and retest.

10. Return to the Incident created. Was After Action Report in the Work notes
activities?

Lab Completion
Good job! You have successfully created a flow and tested the execution of
that flow

Scripting in ServiceNow Fundamentals 445

• Determine if Flow Designer or Workflow is the better solution for your

situation
Good Practices

• Before creating an action, subflow, or script, determine if a flow can be

completed with core functionality.
• If you need to create a custom action or subflow, incorporate reusability.
• Use all the features of Flow Execution Details to debug flows.

Scripting in ServiceNow Fundamentals 446

Core Concepts Real World Cases

Flow Designer can be used for Kingston and later •Why would you use these
releases
capabilities?
The natural language and low code approach to
flow creation makes it easy for many roles
•When would you use these
Actions and subflows provide reusable business
logic across multiple flows capabilities?
Action and subflows easy discovery helps with the
flow creation process •How often would you use these
Evaluate the core actions before scripting a
capabilities?
solution.

Discuss: Why, when, and how often would you use the capabilities shown in this module.

Scripting in ServiceNow Fundamentals 447

Scripting in ServiceNow Fundamentals 448

4810 Eastgate Mall, San Diego, CA 92121, USA • (858) 720-0477 • (858) 720-0479 • www.servicenow.com

ServiceNow believes information in this publication is accurate as of its publication date. This publication could include technical inaccuracies or typographical errors. The information is subject to change without
notice. Changes are periodically added to the information herein; these changes will be incorporated in new additions of the publication. ServiceNow may make improvements and/or changes in the product(s)
and/or the program(s) described in this publication at any time. Reproduction of this publication without prior written permission is forbidden. Then information in this publication is provided “as is”. ServiceNow
makes no representations or warranties of any kind, with respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a particular purpose.
ServiceNow is a trademark of ServiceNow, Inc. All other brands, products, service names, trademarks or registered trademarks are used to identify the products or services of their respective owners.

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