About Author

Uday Gadiparthy is ServiceNow Architect & Solution Provider and founder

of UCS INFOTECH. The education background includes in Master of Computer
Application (MCA) from Acharya Nagarjuna University, Guntur, India. Total
11+ years of IT expertise and career was begin as Lotus Notes Developer.
Previously worked on various technical platforms like... Share Point, Oracle
Business Intelligence, Robotic Process Automation and past four years into
Service now in software development. Training has been my passion and
almost given training for 65,000+ Professionals.
I would like to thanks my parents G. Venkata Koteswara Rao and G.
Nagendramma given great support to end this first edition of Service Now
LIVE book and allowing to work at late night and I really appreciate their
patience, way of understand, love, support, helping
I enjoyed meeting new people and hearing new perspectives. Reach out if
want to talk to me about emerging technology called service now. Creating
magic’s with our platform. I focus on making new high-quality professional to
serve our productivity
I have spent last several years utilizing my professional background as training
experts and my service deliver to entire world. Currently lives in Hyderabad,
India, working with UCS INFOTECH, SHRESTA EDUTECH
 Content Editors & Digital marketing
Special Thanks to
Mr. Lakshmi Narsu

2
 Why I am writing this book
I have been working since 10+Years on service now platform into various
applications and modules and deep look into the platform. These all days I faced
lots of struggles but did not find any solutions. There is no step by step guide
available in market. Finally, I decided to write step by step instruction servicenow
Development guide that will help to people who already working on platform
also for new learners

My Service Now LIVE book Development will provide step by step instructionsin
topic wise and very crystal clear, New learners and student are felling happy with
my book We have worked on this practice Service Now LIVE book, each topic is
categorized into simplified very practical steps that we use with many customers
and students. Our approach has improved practice make it easy in this book we
will learn how to get hands on experience on each applications and modules. It
was mainly designed for everyone who wants to become a master in service now
with practical exercises

3
 This book for Whom

Who wants to become an expert in servicenow platform like Admins,

Developers, implementators and architect’s ant they will expect each topic is
step by step guide lines and very clear with screen shots Who begin recently to
learn service now application and modules and who already working in
organization, still anybody looking for step by step hand guide. This book is help
them 100%

4
ServiceNow Live Book
Second Edition (Development)

Managing Editor: Gadiparthi Uday Kishore

Editorial Support:

Cover Page Design & Illustrations: Mr. Lakshmi Narsu @ 2024 C.P. (UCS
INFOTECH, SHRESTA EDUTECH). All Rights Reserved. Although every care
has been taken to avoid errors and omissions, this publication is being sold
on the condition and understanding that the information given in this book
is merely for reference and must not be taken as having authority of or
binding in any way on the authors, editor, publisher or sellers.

Neither this book nor any part of it may be reproduced or transmitted in any
form or by any means, electronic or mechanical, including photocopying,
microfilming and recording or by any information storage or retrieval system,
without prior permission in writing from the copyright holder.

Trademark notice: Product or corporate names may be trademarks or

registered trademarks, and are used only for identification and explanation
without intent to infringe. Only the publishers can export this book from
India. Infringement of this condition of sale will lead to civil and criminal
prosecution.

First Edition: 2024 Aug, printed in India

Published by
(UCS INFOTECH, SHRESTA EDUTECH)

Office Address

Flat no: 101, 1st Floor, Shanti Nilayam, SAP St, Gayatri Nagar, Ameerpet,
Hyderabad, Telangana, India

Website: www.ucsinfotech.com India contact: +91- 6281011466

/6304422358

5
 Lesson-01
Glode API & Glide
Record
Agenda
Glide API Overview
Types of Glide API’s
What is Glide Record and Usage
Glide Record Architecture
API Mapping
Glide Record Methods
Glide Record Exercises

Glide API Overview?

Service now Developer often using Glide API in now platform to change default
behavior of the application and customize existing functionality.
6
Glide Classes are providing more flexibility to interacting with snow application
through scripting. Using by Glide API’s we can perform some database
operation instead of writing any SQL Queries

Each API contain lot of methods and each method perform different operations
in Service Now Applications

Types of Glide API’s

Glide API’s
Client Side Server Side
Glide Form Glide Record
Glide User Glide System
Glide Ajax Glide Date
Glide Dialog Window Glide Date and Time
Glide List Glide Aggregation
Glide Menu Glide Element

What is Glide Record and usage?

This is most common and important API and frequently using in now platform
Glide Record is special Java class its native java script class and mainly running
from Server Side. Glide Record is used to perform CRUD operation instead of
writing SQL Queries. This API handle both rows and columns in underlining
database
In service now platform directly we can’t interact with database to perform
any CRUD with SQL Queries operations if we want to do this activity then we
can go for Glide Record

Note: Always we need to test queries on a non-production instance before

deploying them into production environment. An incorrectly constructed
encoded query, such as including an invalid field name, produces an invalid
query. When the invalid query is run, an insert (), update (), deleteRecord (),
method on bad query results can result in data loss.

1. Most Common API

2. Running from server side
3. Used to generate SQL Queries
4. Perform CRUD operations

7
 Glide Record Architecture
Instead of passing SQL Queries, we can use Java Script

Glide Record API Mapping

Glide Record Methods

8
 Glide Record Methods
Query() Insert()
addQuery() deleteRecord()
addActiveQuery() update ()
addEncodedQuery() initialize ()
addInactiveQuery() deleteMultiple ()
next() updateMultiple()
get() addNullQuery()
setLimit() addNotNullQuery()
orderBy() autoSysFields()
orderByDesc() canCreate()
getRowNumber() canRead()
hasNext() canWrite()
getRowCount() canDelete()
chooseWindow() changes()
addjoinQuery() Find()
getClassDisplayValue() getAttribute()
getDisplayValue() getElement()
getLabel() getFields()
getLink() getValue()
getLocaton has Attachments()
getRecordClassName() insertWithReferences()
getRelatedLists() isNewRecord()
getRowNumber() isValid()
getTableName() isValidField()
restoreLocation() isValidRecord()
saveLocation() newRecord()
setAbortAction() setDisplayValue()
setLocation setForceUpdate()
_next setValue()
_query setWorkflow()
Note: Need to use Script-Background application

9
 Glide Record Exercises

1. How to get result(output) in Servicenow?

gs.print ('Welcome to Servicenow Academy');
gs.info ('Welcome to Servicnow Academy');

Result →Welcome to Servicenow Academy

2. Write a simple program add two numbers

var a = 10;
var b = 20;
var c = a+b;
gs.print (a+b);

Result→ 30
3. Working with query () method
var inc = new GlideRecord ('incident')
//GlideRecord is main Oject and Incident is Table
inc.query (); //Query is execute in the table
while (inc.next ()) {//Loop will runs on the table
gs.print (inc.number); //Printing all incidets
}

Result→ Print all records numbers in Incident Table

10
4. Working with query () and addQuery() and next() and
While methods

Exercise -1: Display priority -1 tickets from incident

table with addQuery methods

var inc = new GlideRecord ('incident');

inc.addQuery ('priority=1'); // Add the query
inc.query ();
while(inc.next()){
gs.print(inc.number);
}

Result→ Printing all prority-1 tickets

5. Working with Multiple Queries

Exercise-2: Passing Multiple Queries using by same methods

var inc = new GlideRecord('incident');

inc.addQuery ('active', true); //Query 1
inc.addQuery ('priority=1'); //Query 2
inc.addQuery ('category','software'); //Query 3
inc.query ();
while(inc.next()){
gs.print (inc.number);
}

Result→ Print all records where your Condition meet

11
6. Working with addEncodedQuery () method

Exercise-3: we can use addEncodedQuery method

Instead of passing multiple queries into our script

Step-1: Navigate to Incident list view and apply condition

Step-2: Condition: active = true and priority =1 and
category = software
Step-3: Click on Run
Step-4: Copy applied query through Copy query
Step-5: Use this entire query into your script

Step-6: Script
var inc = new GlideRecord ('incident');
inc.addEncodedQuery('active=true^category=software^priority=1');
inc.query();
while(inc.next()){
gs.print(inc.number);
}

Exercise-4: Encoded Query set to a variable that

12
 variable to call into code

var ecq = 'active=true^category=software^priority=1';

//encodedquery set to a variable
var inc = new GlideRecord('incident');
inc.addEncodedQuery (ecq);
inc.query();
while (inc.next()){
gs.print (inc.number);
}

Result→Print all records where this meet

'active=true^category=software^priority=1';

7. Working with addQuery (‘String’,’Operator’,’Value’)

Practice with these all SQL Operators for better experience
▪ =
▪ !=
▪ >
▪ >=
▪ <
▪ <=
Strings (must be in upper case):
▪ =
▪ !=
▪ IN
▪ NOT IN
▪ STARTSWITH
▪ ENDSWITH
▪ CONTAINS
▪ DOES NOT CONTAIN
▪ INSTANCEOF
13
Exercise-5: Get Active and Priority is less than or equal to 2
var inc = new GlideRecord('incident');
inc.addActiveQuery();
inc.addQuery('priority','<=',2);
inc.query();
while(inc.next()){
gs.print(inc.number);
}

Result→ Print Critical-1 and High-2 tickets

Exercise-7: Working with SQL operators <= and CONTAINS

var inc = new GlideRecord('incident');
inc.addActiveQuery();
inc.addQuery('priority','<=',2);
inc.addQuery('short_description','CONTAINS','SAP');
inc.query();
while(inc.next()){
gs.print(inc.number + ' ' + inc.short_description);
}

14
Result→Print all records where our condition meet like (<=2 and CONTAINS)

Exercise-8: Working with IN operator and print category of

Software and Hardware

var cat = ['software’, ‘hardware'];

var inc = new GlideRecord('incident');
inc.addQuery('category', 'IN', cat);
inc.query();
while(inc.next()) {
gs.print(inc.getValue('number') + ' ' + inc.getValue('short_description')) ;
}

Result→ Print where category is Software and Hardware

Exercise-9: Working with STARTSWITH Operator

var inc = new GlideRecord('incident');

inc.addQuery('category', 'STARTSWITH', 'net');
inc.query();
while(inc.next()) {
gs.print(inc.number);
}

15
8. Working with addActiveQuery () method

Exercise-10: Instead of use active=true this method

directly we can use addActiveQuery

var inc = new GlideRecord('incident');

inc.addActiveQuery ();// instead if passing active = true
inc.addQuery ('priority',1);
inc.query ();
while (inc.next ()){
gs.info (inc.number);
}

Result→ Print all records where active is true and priority-1

9. Working with addInactiveQuery () method

Exercise-10: Instead of use active=false this method directly we

can use addInactiveQuery

var inc = new GlideRecord ('incident');

inc.addInactiveQuery (); //Opposite of active query
inc.addQuery ('priority=1');
inc.query ();

16
 while (inc.next ()) {
gs.print (inc.number);
}

Result→ Print only inactive Records like Incident state is Closed

10. Working with getEncodedQuery () method

Exercise-11: getEncodedQuery from our code

var inc = new GlideRecord ('incident');

inc.addEncodedQuery ('active=true^category=software^priority=1');
inc.query();
while (inc.next ()) {
gs.print (inc.getEncodedQuery ());
}

Example: 2

17
 Result→ Print our encodedQuery

11. Working with orderBy () method

Exercise-12: Display all records in order wise

(Ascending) it depends on field values

var inc = new GlideRecord('incident');

inc.addQuery('priority=1');
inc.addQuery('category=software');
inc.orderBy('short_description');
inc.query();
while(inc.next()){
gs.print(inc.number + ' ' + inc.short_description);
}

Result→ Print all incidents order wise depends on Short Description

12. Working with orderByDesc () method

18
 Exercise-12: Display all records in order wise
(Descending) it depends on field values

var inc = new GlideRecord('incident');

inc.addQuery('priority=1');
inc.addQuery('category=software');
inc.orderByDesc('short_description');
inc.query();
while(inc.next()){
gs.print(inc.number + ' ' + inc.short_description);
}

Result→Print all records in descending order (short_description)

13. Working with setLimit () method

Exercise-13: Display limited records from specified table
var inc = new GlideRecord('incident');
inc.addQuery('priority=1');
inc.orderByDesc('short_description');
inc.setLimit(10);
inc.query();
while(inc.next()){
gs.print(inc.number + ' ' + inc.short_description);
}

19
 Result→ Print only latest 10 records created from given table

14. Working with get () Method

Exercise-14: Get record sys_id depends on INC number or Get

incident record number depends on sys_id

var inc = new GlideRecord('incident');

inc.get('number','INC0009005');
gs.print(inc.sys_id);

Result→ Print sys_id related to incident number

Example-2

Result→ Print Incident number related to sys_id

15. Working with chooseWindow () method

Exercise-15: Display records between two numbers

var inc = new GlideRecord('incident');

20
 inc.addQuery('priority=1');
inc.addActiveQuery();
inc.chooseWindow(3,7)//include first value excluded secod value
inc.query()
while(inc.next()){
gs.print(inc.number);
}

Result→ Print records from number 3 to 7 (4 records) first

number included and second number excluded

16. Working with getRowCount () method

Exercise-16: Display all records from particular table (Incident)
var inc = new GlideRecord('incident');
inc.query()
gs.print(inc.getRowCount());

Result→ Print number of records in particular table

Example-2: Display all active users in our sys_user tables

var inc = new GlideRecord('sys_user');
inc.addQuery('active=true');
inc.query();

21
 gs.print ('Active users are:' + inc.getRowCount ());

Result→ Print number of record in table

17. Working getTableName () method

Exercise-17: This method is used to get glide record table name

var inc = new GlideRecord ('change_request');

gs.print (inc.getTableName ());

Result→ Display current table name from glide record

18. Working getValue () method

Exercise-18: Get value of particular field in the table

var inc = new GlideRecord('incident');

inc.addQuery('active=true');
inc.query();
while(inc.next()){
gs.print(inc.getValue('short_description'));
}

22
 Result→ Print the value of field from particular table

19. Working getDisplayValue () method

18. Print display value instead of actual value

var inc = new GlideRecord('incident');

inc.addQuery ('priority=1')
inc.query ();
while (inc.next ()){
gs.print (inc.priority.getDisplayValue ());
}

Result→ Print display value of respective field

20. Working hasNext () method

23
 Exercise-19: This method will return true if iterator
have more elements.

var inc = new GlideRecord ('incident');

inc.query ();
gs.print (inc.hasNext ());

Result→ Print Boolean value (True)

21. Working with getUniqueValue () method

Exercise-20: Gets the unique key of the record, which

is usually the sys_id unless otherwise specified.

var inc = new GlideRecord('incident');

inc.query();
inc.next();
var uniqvalue = inc.getUniqueValue();
gs.print(uniqvalue);

22. Working with setValue () method

24
 Exercise-22: This method is used to sets the value of
the specific field with the specified value.

var attriName = 'category';

var inc = new GlideRecord ('incident');
inc.initialize ();
inc.setValue(attriName,'network');
inc.setValue('short_description','Critical VPN Issue');
inc.insert();
gs.print ('Category is ' + inc.category + ' and ' + 'issue is: ' +
inc.short_description);

Result→ Create a new record and Set a value into category field

23. Working with getElement () method

Exercise-23: This is used to get the specified column

of the current record.

var elementName = 'short_description'

var inc = new GlideRecord('incident');
inc.initialize();
inc.setValue (elementName,'I am facing VPN Problem');
inc.insert ();
gs.print(inc.getElement('short_description'));

25
 Result→ Print current record column value

24. Working with getRecordClassName () method

Exercise-24: Retrieves the class name for the current record.
var inc = new GlideRecord('change_request');
var grcn = inc.getRecordClassName ();
gs.info (grcn);

Result→ Print record class name (Table Name)

25. Working with initialize () and insert () method

Exercise-25: These methods are used to Inserts a new record

using the field values that have been set for the current record

var inc = new GlideRecord ('incident');

inc.initialize (); //Compose incident form
inc.category = 'network'; // set field values
inc.short_description = 'Firewall Issue';
inc.priorty = 1;
inc.insert (); // create new record
gs.print (inc.number);// print new record incident number

26
 Result→ Create new record and print new record number

26. Working with isNewRecord () and newRecord ()

method

Exercise-26: Checks if the current record is a new record that

has not yet been inserted into the database.

var inc = new GlideRecord ('incident');

inc.newRecord ();
gs.info (inc.isNewRecord());

Result→ Return boolion value true or false (value is True)

27
27. Working with isValid () method

Exercise-27: Define the current table exist or not. If table

exist
display true not exist display false

var inc = new GlideRecord ('incident');

gs.print (inc.isValid ());

Result→ True
Example: 2
var inc = new GlideRecord ('uday');
gs.print (inc.isValid ());

Result→ False

28. Working with isValidField () method

Exercise-28: Determines if the specified field is defined in

the current table. If Field exist in current record display true
not exist display false

var inc = new GlideRecord ('incident');

gs.print (inc.isValidField (‘category’));

28
 Result→ Boolion value is True

29. Working with getLink() and getProperty() method

Exercise-29: Retrieves a link to the current record.

var inc = new GlideRecord('incident');

inc.addActiveQuery();
inc.addQuery('category','software');
inc.addQuery('priority=1');
inc.query();
while(inc.next()){
gs.print(gs.getProperty('glide.servlet.uri') + inc.getLink(false));
}

Result→ Return the link of record

Example: 2 Return first record Link from query

29
30. Working with isValidRecord () method

Exercise-30: Determines if a record was actually returned

by the query/get record operation.

var inc = new GlideRecord ('incident');

inc.get ('number','INC0010012 ');
gs.print (inc.number + ' exists:' + inc.isValidRecord ());

Result→ Display boolion value either true or false, True

31. Working with newRecord () method

Exercise-31: Creates a new GlideRecord record, sets the default values for the
fields, and assigns a unique ID to the record.

var inc = new GlideRecord ('incident');

inc.newRecord ();
inc.short_description = 'Creating new record';
inc.category = 'software';
inc.insert ();

30
 gs.print (inc.number);

Result→ Create new record and print

32. Working with addNullQuery () method

Exercise-32: display all records where the value of the

specified field is null.

var inc = new GlideRecord('incident');

inc.addNullQuery ('short_description')
inc.query ();
while (inc.next ()) {
gs.print (inc.number)
}

Result→ Print all records where the specific field value is Null

33. Working with addNotNullQuery () method

Exercise-33: Opposite of addNullQuery methods display all

records where the value of the specified field is not null.

31
 var inc = new GlideRecord('incident');
inc.addNotNullQuery ('short_description')
inc.query ();
while (inc.next ()) {
gs.print (inc.number)
}

Result→ Print all records where the specific field value is not null

34. Working with update () method single record

Exercise-34: Update specific record from table

var inc = new GlideRecord ('incident');

inc.get ('number','INC0000057');
inc.setValue ('state', 2);
inc.upd
ate ();

Result→ update record as expected

32
35. Working with updateMultiple () method multiple
record

Exercise-35: Updates multiple records in a stated query

with a specified set of changes from respected table.

var inc = new GlideRecord('incident');

inc.addQuery ('category', 'hardware');
inc.setValue('category', 'software');
inc.updateMultiple ();

Result→ Update multiple records as expected

Exercise: 2

33
36. Working with deleteRecord () method single record

Exercise-36: This method is used to delete single record from

var inc = new GlideRecord('incident');

inc.get ('number','INC0010013');// need to delete this record
inc.deleteRecord ();

Result→ Delete single record as expected

37. Working with deleteMultiple () method multiple record

Exercise-37: Deletes multiple records that satisfy the query

condition.

var inc = new GlideRecord('incident');

inc.addQuery('priority', 4);
inc.query ();
inc.deleteMultiple ();

Result→ Delete multiple records as expected

34
38. Working with canCreate () method

Exercise-38: Determines if the Access Control Rules, which

include the user's roles, permit create new records in this
table.

var inc = new GlideRecord ('incident');

gs.print (inc.canCreate ());

Result→True (user have permission to create incident record)

39. Working with canRead () method

Exercise-39: Determines if the Access Control Rules, which

include the user's roles, permit reading records in this
table.

var inc = new GlideRecord('incident');

gs.print (inc.canRead ());

Result→True (user have permission to read incident record)

40. Working with canWrite () method

Exercise-40: Determines if the Access Control Rules, which

include the user's roles, permit editing records in this table.

var inc = new GlideRecord ('incident');

gs.print (inc.canWrite ());

35
 Result→True (user have permission to write incident record)

41. Working with canDelete () method

Exercise-41: Determines if the Access Control Rules, which

include the user's roles, permit deleting records in this
table.

var inc = new GlideRecord ('incident');

gs.print (inc.canDelete ());

Result→True (user have permission to delete incident record)

42. Working with autoSysFields () and setWorkflow ()

methods

Enables or disables the update to the fields, this is often used for
manually updating field values on a record while leaving historical
information unchanged.

sys_updated_by
sys_updated
These all system fields cannot
sys_updated_on
update when we updated
sys_mod_count particular record via script
sys_created_by
sys_created_on

Note: autoSysFields method is not working on scoped application.

Note: setWorkflow (false) not run any other business rules
36
Exercise-43: Update multiple records without update any
system fields

var inc = new GlideRecord ('incident');

inc.addQuery ('state', 1);
inc.query ();
while (inc.next ()) {
inc.autoSysFields (false);
inc.setWorkflow (false);
inc.setValue ('state', 2);
inc.update ();
}

Result→ Updating records without update system fields

44. Working with addJoinQuery () methods

Exercise-44: Find problems that have an incident attached. This

example returns problems that have associated incidents.
var prob = new GlideRecord('problem');
prob.addJoinQuery('incident', 'opened_by', 'caller_id');
prob.query();
while(prob.next()){
gs.print(prob.number);
}
37
 Result→ Display all problem records associated incident

45. Working with getGlideObject () and getNumericValue ()

and setAbortAction methods

Exercise-45: This is method is used to cancel current action

when condition is false

if ((!current.u_date1.nil()) && (!current.u_date2.nil())) {

var start = current.u_date1.getGlideObject().getNumericValue();
var end = current.u_date2.getGlideObject().getNumericValue();
if (start > end) {
gs.addInfoMessage('start must be before end');
current.u_date1.setError('start must be before end');
current.setAbortAction(true);
}
}

38
 Lesson-02
Glide Form

Agenda
Glide Form Overview and Usage
Glide Form Methods
Glide Form Exercises

39
Glide Form Overview and usage (g_form)?
• The Glide Form is client side API, mainly used to change default behavior
of the current record
• GlideForm methods are only running on the client side (Browser).
• The global object g_form is used to access GlideForm methods.
• These methods are used to make custom changes to the form view of
records. All validation of examples was done using Client Scripts.
• g_form methods frequently using in Client Scirpts
• g_form methods can use in catalog client script also

Glide Form Methods

Glide Form Methods

setValue() getFormElement()
getValue() getSection()
addOption() getTableName()
removeOption() getUniqueValue()
addInfoMessage() hideRelatedLists()
addErrorMessage() isMandatory()
clearMessage() save()
clearOptions() submit()
disableAttachments() setDisabled()
enableAttachments() setDisplay()
Flash() setMandatory()
getActionName() setVisible()
getControl() setReadOnly()
getElement() setSectonDisplay()
showErrorBox() showRelatedList()
showFieldMsg() showRelatedLists()
addDecoration() isNewRecord()
removeOption() hideFieldMsg()
Practically work with these all methods

40
Glide Form Exercises

1. Navigate Incident table

2. Open one existing record
3. Click on Ctrl+Shift+j Ctrl+Shift+J
4. Open Java Script Executor
5. Run our code here

1. Working with getValue () method

This method is used to get specific field value from current form.
Alert (g_form.getValue ('category')); //Alert is used to print the out put

2. Working with setValue () method

Sets the value of specific field.

alert (g_form.getValue ('category'));

g_form.setValue ('category’, ‘hardware');

41
3. Working with setDisabled () method

This method is used to field make Read only

g_form.setDisabled ('category’, true);

Note: UI Policy is best practice instead of using this method

4. Working with setMandatory () method

This method is used to a field make Mandatory
g_form.setMandatory ('category’, true);

Note: UI Policy is best practice instead of using this method

5. Working with setDisplay () method

This method is used to Hide and Un hide specific fields
g_form.setDisplay ('business_service', false);

Note: UI Policy is best practice instead of using this method

6. Working with setVisible () method

This method is used to Hide field and maintain the space
g_form.setVisible ('subcategory’, false);

42
7.Working with isMandatory () method
Defines whether the particular field is mandatory and must contain a
value before the record can be saved or submitted display bullion
(True/False)

g_form.isMandatory ('category');

8.Working with addInfoMessage() method

Add information message on top of the form
g_form.addInfoMessage (‘please fill all mandatory fields');

9. Working with addErrorMessage() method

Add an error message on top of the form
g_form.addErrorMessage ('Fill mandatory fields');

10. Working with disableAttchments () method

Prevents the user attachment icon being hide
g_form.disableAttachments ();

43
11. Working with enableAttchments () method
Allows customer file attachments to be added. Shows the paper clip
icon.
g_form.enableAttachments ();

12. Working with clearMessages () method

Removes all informational and error messages from the top of the form.

g_form.addInfoMessage () and g_form.addErrorMessage ().

g_form.clearMessages ();

13. Working with addOption () method

Add a new choice to respective field depends on requirement
g_form.addOption ('priority', '6', '6 - Really Low');

14. Working with removeOption () method

a choice from respective field depends on requirement.

g_form.removeOption ('impact', 4);

15. Working with clearOption () method

Removes all options from the choice list.
g_form.clearOptions ('category');

44
16. Working with clearValue () method
Remove value from specific field on the form

g_form.clearValue('category');

17. Working with hideRealtedLists () method

This method will hide all related lists on form

g_form.hideRelatedLists ();

18. Working with showRealtedLists () method

This method will show all related lists on form

g_form.showRelatedLists ();

19. Working with isNewRecord () method

If record is new true, the record has never been saved.
g_form.isNewRecord ();

45
20. Working with showFieldMsg () method
This method will display Informational or Error or Warn message
under the specified form field (either a control object or the
name of the field). If the control or field is off the screen, the form
is scrolled to the field.
The showErrorBox () method is an alternate method that does
not require the type parameter.

g_form.showFieldMsg ('cmdb_ci','Atleast select one service app','info');

21. Working with hideFieldMsg () method

This method will hide the last message placed by showFieldMsg ().
When true, all messages for the field are cleared. When false,
only the last message is removed.

g_form.hideFieldMsg('impact')//Only the last message is

removed.
g_form.hideFieldMsg('impact', true);//When true, all msgs for
the field are cleared

46
24. Working with getSections () and
setSectionDisplay () methods

Display an array of the form's sections, which are available.

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

//this example was run on a form divided into sections (Change form)
// and hid a section when the "state" field was changed
var sections = g_form.getSections();
if (newValue == '2') {
g_form.setSectionDisplay(sections[1], false);
} else {
g_form.setSectionDisplay(sections[1], true);
}
}

25. Working with getTableName () method

Returns the name of the table to which this record belongs.
alert (g_form.getTableName ());

47
26. Working with getUniqueValue () method
It will return the sys_id of the record displayed in the form.
alert (g_form.getUniqueValue ());

27. Working with addDecoration () method

Adds an icon on a field’s label.

Adding the same item twice is prevented; however, you can add
the same icon with a different title.

g_form.addDecoration ('caller_id', 'icon-star', 'Mark as Favorite', 'color-

green');

28. Working with flash () method

This method is used to Flashes the specified color for a specified
duration of time in the specified field.

g_form.flash (‘incident.number’, ‘#FFFACD’, 0);

48
 Lesson-03
Glide User

AgenAgenda
Glide User Overview and Usage
Glide User Methods
Glide User Exercises

49
 Glide User Overview and Usage

• Glide User API and methods are useful to get current logged in user
details and their roles. The typical use cases are personalizing
feedback to the user and inspecting user roles.
• Glide user typically running from client side (browser)
• Very simple API in service now platform
• Typically used in client scripts and UI policies but is also found in UI
actions that run on the client.
• Glide User Contains name and role information about the current
user.
• The global object of Glide User is (g_user)
• This API contain different methods to use in our platform
• Determine if a user has a particular role assigned or not
• Using the Glide User API avoids the need to use the slower Glide
Record queries to get user information.

Note: We cannot use in Business Rules or UI Actions that run on the server.

Glide User Methods

Glide User
firstName() userID()
lastName() hasRoles()
fullName() userName()
hasRole() getFullName()
hasRoleExacctly() getClientData()
hasRoleFromList() getClientName()
Practically work with these methods

50
 Glide User Exercises

1. Navigate Incident table

2. Open one existing record
3. Click on Ctrl+Shift+j Ctrl+Shift+J
4. Open Java Script Executor
5. Run our code here

1. Working with firstName () method

Display current user First Name
alert (g_user.firstName);

2. Working with lastName () method

Display current user Last Name

alert (g_user. LastName);

3. Working with fullName () method

Display current user Full Name

alert (g_user. fullName);

4. Working with userID () method

Display current 32-digit user ID
alert (g_user. userID);

51
5. Working with hasRole () method
Display true if the current user has the specified role
alert (g_user.hasRole ('admin'));

6. Working with hasRoleExactly () method

Display true only if the current user has the specified role.
alert (g_user.hasRoleExactly('itil'));

7. Working with hasRoleFromList()method

Returns true if the current user has at least one of the specified roles
or has the admin role.
alert (g_user.hasRoleFromList('itil, admin'));

8. Working with userName () method

Return current logged in user name
alert ('User Name is' + g_user.userName);

9. Working with fisrtName () and lastName () and

userName () and userID () methods
52
 This script will shows the difference between
the firstName, lastName, userName, and userID property values.

alert("First Name = " + g_user.firstName

+ ", \n Last Name = " + g_user.lastName
+ ", \n User Name = " + g_user.userName
+ ", \n User ID = " + g_user.userID);

Glide User from Scoped or Global

The GlideUser (Scoped) API provides access to information about the
current user and current user roles. Using the GlideUser API avoids the
need to use the slower GlideRecord queries to obtain user information.

Glide User Server or Scoped Methods

Glide User (Scoped or Global)

getCompanyID() getID()
getDisplayName() getPreference()
getDomainID() getRoles()
getFirstName() getUserRoles()
getLastName() isMemberOf()
getFullName() hasRole()
getName() savePreference()
getEmail() getUserName()
Practically work with these all methods

Note: Need to use Script-Background application

53
 Glide User Scoped or Global Exercises

1. Navigate to System Definition

2. Open Scripts – Background Application
3. Write code into given space

1. Working with getFirstName() method

Returns the user's first name.
var cu = gs.getUser();
gs.print(cu.getFirstName());

2. Working with getLastName() method

Returns the user's last name.
var cu = gs.getUser();
gs.print(cu.getLastName());

3. Working with getFullName() method

Returns the user's full name.

var cu = gs.getUser ();

gs.print (cu.getFullName ());

4. Working with getEmail() method

54
 Returns the user's email address.

var cu = gs.getUser ();

gs.print (cu.getEmail ());

5. Working with getID() method

Returns the 32-digit sys_id of the current user.
var cu = gs.getUser ();
gs.print (cu.getID ());

6. Working with getName() method

Returns the user ID, or login name, of the current user.

var cu = gs.getUser();
gs.print(cu.getName());

7. Working with getCompanyID() method

Returns the current user's company sys_id.
var cu = gs.getUser ();
gs.print (cu.getCompanyID ());

8. Working with getDisplayName() method

Returns the current user's display name.

55
 var cu = gs.getUser ();
gs.print (cu.getDisplayName());

9. Working with getDomainDisplayName()

method
Returns the display value of the user's session domain.
var cu = gs.getUser ();
gs.print (cu.getDomainDisplayValue ());

10. Working with getMyGroups () method

Returns an iterator containing the list of all groups to
which the user belongs. Only active groups are returned.

var myGroupsArray = gs.getUser ().getMyGroups

().toArray ();
gs.print (myGroupsArray [0]);

11. Working with getRoles () method

Returns a list of roles that includes explicitly granted roles,
inherited roles, and roles acquired by group membership.

var cu = gs.getUser ();

gs.print (cu.getRoles ());

56
12. Working with getUserByID () method
Returns the user object associated with the passed-in user
ID (sys_id in sys_user) or user_name.

var newUser = gs.getUser();

gs.print (newUser.getUserByID ('abel.tuter').getFirstName ());

13. Working with getUserRoles () method

Returns the list of roles explicitly granted to the user.
var cu = gs.getUser ();
gs.print (cu.getUserRoles ());

14. Working with hasRole () method

Determines if the current user has the specified role.
var cu = gs.getUser ();
gs.print (cu.hasRole ('admin'));

15. Working with isMemberOf () method

Determines if the current user is a member of the specified group.
var cu = gs.getUser();
57
gs.print(cu.isMemberOf('database'));

58
 Lesson-04
Glide System

Glide System
Glide System Overview
Glide System Methods
Glide System Excercises

59
 Glide System Overview
• Glide System API running from server side
• This API will provide different methods to get information about the
system, the current Logged in user, etc.
• The Glide System global object is gs
• Many of the Glide System methods facilitate the easy inclusion of
dates in query ranges
• Often used in filters and reporting.

Glide System Methods

Glide System
addInfoMessage() endOfLastMonth()
addErrorMessage() endOfLastWeek()
getUser() endOfLastYear()
getUserName() endOfNextMonth()
getUserID() endOfNextWeek()
getUserDisplayName() endOfNexYear()
hasRole() endOfThisYear()
error() endOfThisQuarter()
eventQueue() endOfThisMonth
eventQueueScheduled() hoursAgo()
getErrorMessage() hoursAgoStart()
getSession() minutesAgoEnd()
getSessionID() minutesAgoStart()
setRedirect() monthsAgo()
Info() monthsAgoStart()
isDebugging() nil()
isInteractive() yearsAgo()
isLoggedIn() yesterday()
getAvatar() Warn()
setProperty() tableExists()
Practically Work with these all methods
Note: Need to use Script-Background
application
60
 Glide System Exercises

4. Navigate to System Definition

5. Open Scripts – Background Application
6. Write code into given space

1. Working with addInfoMessage () method

This method is used to add an info message for the current session.
This method is not supported for asynchronous business rules.

gs.addInfoMessage ('Start date should be always before end Date');

Example: 2

2. Working with addErrorMessage () method

This method is used to add an error message for the current session.
gs.addErrorMessage (‘please provide valid info');

61
3. Working with getUser () method
Returns a reference to the user object for the current user.
var currentUser = gs.getUser();
gs.print(currentUser.getEmail());

4.Working with getUserDisplayName ()

method

Return current user display name

gs.print (gs.getUserDisplayName ());

5. Working with getUserID () method

Return current user sys_id
gs.print (gs.getUserID ());

6. Working with getUserName () method

Display current user user name
gs.print (gs.getUserName ());

62
7. Working with getUserNameByUserID () method
Returns the username based on a user ID.
gs.print (gs.getUserNameByUserID ('admin'));

8. Working with hasRole () method

Define if the current user has at least one of the role assigned to current user
gs.print (gs.hasRole ());

9. Working with hasRoleInGroup () method

Define if the current user has the specified role within a specified group.

var group = new GlideRecord ('sys_user_group');

group.addQuery ('name', 'software');
group.setLimit (1);
group.query ();
if (group. next ()) {
if (gs.hasRoleInGroup ('itil', group)) {
gs.print('User has role in group');
} else {
gs.print ('User does NOT have role in group');
}
}

63
10. Working with isInteractive () method
It will check if the current session is interactive or not
1. Interactive session is when a user logs in using the service now
log-in screen
2. Non-interactive session is using a SOAP request to retrieve data
from servicenw platform.
gs.print (gs.isInteractive ());

Example: 2

64
11. Working with getAvatar () method
Displays the file path to the current user's avatar.

var userPhoto = gs.getUser ().getAvatar ();

gs.addInfoMessage ('User avatar ID: ' + userPhoto);

12. Working with flushMessags () method

This method will clear all session messages saved using addErrorMessage
() or addInfoMessage ().
Session messages are shown at the top of the form. In client side scripts,
use g_form.clearMessages () to remove session messages.
gs.flushMessages ();

13. Working with beginningOfLastMonth () method

This method will get the date and time for the beginning of last month in
GMT.
gs.print (gs.beginningOfLastMonth ());

Output

65
14. Working with beginningOfLastWeek () method
Returns the date and time for the beginning of last week in GMT.
gs.print (gs.beginningOfLastWeek ());

Output

15. Working with beginningOfNextWeek () method

Returns the date and time for the beginning of next month in GMT.
gs.print (gs.beginningOfNextWeek ());

Output

16. Working with beginningOfNextYear () method

Returns the date and time for the beginning of next year in GMT.
gs.print (gs.beginningOfNextYear ());

Output

66
17. Working with beginningOfThisMonth () method
Get the date and time for the beginning of this month in GMT.
gs.print (gs.beginningOfThisMonth ());

Output

18. Working with beginningOfThisQuarter ()

method
Returns the date and time for the beginning of this quarter in GMT.
gs.print (gs.beginningOfThisQuarter ());

Output

19. Working with beginningOfThisWeek () method

Returns the date and time for the beginning of this week in GMT.
gs.print (gs.beginningOfThisWeek());

Output

20. Working with beginningOfThisYear () method

Returns the date and time for the beginning of this year in GMT.
gs.print (gs.beginningOfThisYear());

Output

67
21. Working with beginningOfToday () method
Retrieves the date and time for the beginning of today in GMT.
gs.print (gs.beginningOfToday());

Output

22. Working with beginningOfTomorrow () method

Retrieves the (UTC) beginning of tomorrow adjusted for the timezone of
the current session

gs.print (gs.beginningOfTomorrow());

Output

23. Working with beginningOfYesterday () method

Retrieves the date and time for the beginning of yesterday in GMT.
gs.print (gs.beginningOfYesterday ());

Output

24. Working with daysAgo () method

Returns a date and time for a certain number of days ago.
var gdt = new GlideDateTime()
gs.print (gs.daysAgo(4));

68
25. Working with daysAgoEnd () method

Returns a date and time for the end of the day a specified number of
days ago.

var gdt = new GlideDateTime()

gs.print (gs.daysAgoEnd (10));

Output

26. Working with daysAgoStart () method

Returns a date and time for the beginning of the day a
specified number of days ago.

var gdt = new GlideDateTime ()

gs.print (gs.daysAgoStart (4));

Output

27. Working with endOfLastMonth () method

Returns the date and time for the end of last month in GMT.

gs.print(gs.endOfLastMonth());

Output

69
28. Working with endOfLastWeek () method
Returns the date and time for the end of last week in GMT.
gs.print (gs.endOfLastWeek());

Output

28. Working with endOfLastYear () method

Returns the date and time for the end of last year in GMT.
gs.print (gs.endOfLastYear ());

Output

29. Working with endOfNextMonth() method

Returns the date and time for the end of next month in GMT.
gs.print (gs.endOfNextMonth ());

Output

30. Working with endOfNextWeek () method

Gets the date and time for the end of next week in GMT.
gs.print (gs.endOfNextWeek ());

Output

70
31. Working with endOfNextYear () method
Returns the date and time for the end of next year in GMT.
gs.print (gs.endOfNextYear ());

Output

32. Working with endOfThisMonth () method

Returns the date and time for the end of this month in GMT.
gs.print (gs.endOfThisMonth());

Output

33. Working with endOfThisQuarter () method

Returns the date and time for the end of this quarter in GMT.
gs.print (gs.endOfThisQuarter ());

Output

34. Working with endOfThisWeek () method

Returns the date and time for the end of this week in GMT.
gs.print (gs.endOfThisWeek ());

Output

71
 35. Working with endOfThisYear () method
Returns the date and time for the end of this year in GMT.
gs.print (gs.endOfThisYear ());

Output

36. Working with endOfToday () method

Retrieves the date and time for the end of today in GMT.
gs.print (gs.endOfToday ());

Output

37. Working with endOfTomorrow () method

Retrieves the date and time for the end of tomorrow in GMT.

gs.print (gs.endOfTomorrow ());

Output

38. Working with endOfYesterday () method

Retrieves the date and time for the end of yesterday in GMT.

gs.print (gs.endOfYesterday ());

Output

72
39. Working with getDisplayColumn () method
Retrieves the display column for the table.
gs.print (gs.getDisplayColumn ('incident'));

Output: number

40. Working with getErrorMessage () method

This mesthod will get returns the list of error messages for the
particular session that were added by addErrorMessage ().

var errorMsg = gs.addErrorMessage ('Please fill mandatory fields');

gs.print (gs.getErrorMessages (errorMsg));

Output

41. Working with getInfoMessage () method

Retrieves the list of info messages for the session that were
added by addInfoMessage ().

var infoMsg = gs.addInfoMessage ('Info Message');

gs.print (gs.getInfoMessage (infoMsg));

Output

73
42. Working with getInitials () method
It will return the user’s initials

var userInitials = gs.getUser ().getInitials();

gs.addInfoMessage ('User initials: ' + userInitials);

OutPut

43. Working with getMessage () method

Retrieves translated messages to display in the User Interface.

If the specified string exists in the database for the current language,
then the translated message is returned. If the specified string does
not exist for the current language, then the English version of the
string is returned. If the string does not exist at all in the database,
then the ID itself is returned.
If the UI message has a tick ('), there may be issues with the message
in the script; to escape the ticks ('), use getMessageS (String, Object).

var myMsg = gs.getMessage ('This is my own message');

gs.print (myMsg);

Output

44. Working with getSession () method

Returns a GlideSession object.
gs.print (gs.getSession ());

74
 Output

45. Working with getSessionID () method

Returns the GlideSession Session ID.
gs.print (gs. getSessionID ());

Output

46. Working with hoursAgo() method

Returns a date and time for a certain number of hours ago.
gs.print (gs.hoursAgo (7));

Output

47. Working with hoursAgoStart () method

Returns a date and time for the start of the hour a certain
number of hours ago.
gs.print (gs.hoursAgoStart (2));

Output

48. Working with isFirstDayOfMonth () method

This method will check whether the date is the first day of the month.
75
 gs.print (gs.isFirstDayOfMonth (2020-01-25));

Output

49. Working with isFirstDayOfWeek () method

Checks whether the date is the first day of the week. This
uses the ISO standard of Monday being the first day of the
week.

gs.print (gs.isFirstDayOfWeek (2020-04-12));

Output

50. Working with isFirstDayOfYear ()

method
Checks whether the date is the first day of the year.

gs.print (gs.isFirstDayOfYear(2020-04-12));

Output

51. Working with isLastDayofMonth () method

Checks whether the date is the last day of the month.
gs.print (gs.isLastDayOfMonth(2020-04-19));

Output

76
 52. Working with isLastDayofWeek () method
Checks whether the date is the last day of the week.
gs.print (gs.isLastDayOfWeek (2020-04-19));

Output

53. Working with isLastDayofYear () method

Checks whether the date is the last day of the year.
gs.print (gs.isLastDayOfWeek (2020-04-19));

Output

54. Working with lastWeek () method

Returns the date and time one week ago in GMT.
gs.print (gs.lastWeek ());

Output

55. Working with now () method

Returns the current date in UTC.
gs.print (gs.now ());

Output

77
 56. Working with nowDateTime () method
Gets the current date and time in the user-defined format.
gs.print (gs.nowDateTime ());

Output

57. Working with nowDateTime () method

Returns the current date and time in UTC format.
gs.print (gs.nowNoTZ ());

Output

58. Working with setProperty () method

Sets the specified key to the specified value.
gs.setProperty("glide.foo","bar","foo");
gs.info (gs.getProperty("glide.foo"));

59. Working with setRedirect () method

Sets the redirect URI for this transaction, which then
determines the next page the user will see.

gs.setRedirect("com.glideapp.servicecatalog_cat_item_vie
w.do?sysparm_id=d41ce5bac611227a0167f4bf8109bf70&
sysparm_user=" + current.sys_id + "&sysparm_email=" +
current.email);

78
 Lesson-05
Glide Sesson

Glide Sesson
Glide Sesson Overview
Glide Sesson Methods
Glide Sesson Excercise

79
 Glide Session Overview and Usage
The Glide Session allows us to find information about the current session
Glide Session API provides a way to find information on current session.

Glide Session Methods

Glide Session
clearClientData() isLoggedIn()
getClientData() putClentData()
getLanguage() getTimeZoneName
getRoles() isInteractive()
Work with these all methods
Note: Need to use Script-Background
application

Glide Session Exercises

1. Navigate to System Definition
2. Open Scripts – Background Application
3. Write code into given space

1. Working with getClientData () method

Returns a session client value previously set
with putClientData ().

This method is used in a client script to retrieve data values

that were set by a server script that used the putClientData
() method.

Code
var myData = gs.getSession ();
myData.putClientData('userName','Uday');
var clientData = session.getClientData('userName')
gs.print (clientData);

80
 Output

2. Working with clearClientData () method

Clears a session client value previously set with putClientData().

This method is used in a client script to clear data values that

were set by a server script using the putClientData () method.

Code

var myData = gs.getSession ();

myData.putClientData('userName','Uday');
var clientData = session.getClientData ('userName');
gs.print(clientData);

session.clearClientData ('userName');
clientData = session.getClientData('userName');
gs.print (clientData);

81
Output

3. Working with getLanguage () method

This method is used to gets the session's language code.

Code
var session = gs.getSession ();
var language = session.getLanguage();
gs.info (language);

Output

4. Working with getRoles () method

This method is used to gets a list of roles for the current
logged in user.

The list of roles does not reflect any changes made during the
current user session. To get the updated list of roles, the user
must log out and log back in.

gs.info (gs.getSession ().getRoles ());

Output

82
5. Working with getTimeZoneName() method
This method is used to gets the name of the session's time zone.

Code
var session= gs.getSession ();
var timeZone = session.getTimeZoneName();
gs.print (timeZone);

Output

6.Working with isInteractive () method

Determines if the current session is interactive.

Code
var interActive = gs.getSession().isInteractive();
gs.info (interActive);

Output

7.Working with isInteractive () method

Determines if the current user is currently logged in.
Code
83
 var session = gs.getSession ();
var loggedIn = session. IsLoggedIn ();
gs.info (loggedIn);

Output

8. Working with putClientData () method

Sets a session client value that can be retrieved
with getClientData (). This method is used in a server side script
that runs when a form is created.

Code
var session = gs.getSession();
var clientData = gs.putClientData('userName','Uday')
gs.print (clientData);

84
 Lesson-06
Glide Date

Glide Date
Glide Date and Usage
Glide Date Methods
Glide Date Excercises

85
Glide Date Overview and Usage
Glide Date classes will provide methods for performing operations on Glide
Date objects, such as instantiating Glide Date objects or working with Glide
Date fields.
• These methods are used to work with date fields on form
• Glide Date global oject is GlideDate

Glide Date Methods

Glide Date
glideDate() getMonthNoTZ()
getByFormat() getValue()
getDayOfMonthNoTZ() getYearNoTZ()
getDisplayValue() setDisplayValue()
getDispalyValueInternal() setValue()
Subtract()

Practice with these all methods

Note: Need to use Script-Background application

Glide Date Exercises

8. Navigate to System Definition

9. Open Scripts – Background Application
10. Write code into given space

1. Working with GlideDate () method

Creates a GlideDate object with the current date time.

Code
86
 var date = new GlideDate();
gs.print (date);

2. Working with getByFormat () method

This method is used to gets the date in the specified date format.

Code
var date = new GlideDate ();
gs.print (date.getByFormat ('dd-MM-yyyy'));

Output

3.Working with getDayOfMonthNoTZ() method

Gets the day of the month stored by the GlideDate object,
expressed in the UTC time zone.
var glideDate =new GlideDate();
gs.print (glideDate.getDayOfMonthNoTZ());

Output

4. Working with getDayOfMonthNoTZ() method

This method is used to gets the date in the current logged in
user's display format and time zone.

87
 var glideDate =new GlideDate ();
gs.print (glideDate.getDisplayValue());

Output

5. Working with getDisplayValueInternal() method

Gets the display value in the internal format (yyyy-MM-dd).

Code
var glideDate =new GlideDate();
gs.print (glideDate.getDisplayValueInternal());

Output

6. Working with getMonthNoTZ() method

Gets the month stored by the GlideDate object, expressed in the UTC time
zone.

Code
var glideDate =new GlideDate();
gs.print (glideDate.getMonthNoTZ());

Output

88
7. Working with getValue () method
Gets the date value stored in the database by the GlideDate object in the
internal format, yyyy-MM-dd, and the system time zone, UTC by default.

Code
var glideDate =new GlideDate();
gs.print (glideDate.getValue());

Output

8. Working with getYearNoTZ () method

Gets the year stored by the GlideDate object, expressed in the UTC time
zone.

Code
var glideDate =new GlideDate();
gs.print (glideDate.getYearNoTZ());

Output

89
9. Working with setDisplayValue () method
Sets a date value using the current user's display format and time zone.

Code
var glideDate =new GlideDate();
glideDate.setDiaplayValue();
gs.print (glideDate.getValue());

10. Working with setValue () method

Sets the date of the GlideDate object.

Code
var glideDate =new GlideDate();
glideDate.setValue('2020-04-18');
gs.print (glideDate.getValue());

Output

90
11. Working with subtract () method
Gets the duration difference between two GlideDate values.
Code
var firstDate = new GlideDate();
firstDate.setDisplayValue('2020-01-25');
var secondDate = new GlideDate();
secondDate.setDisplayValue('2020-01-29');

difference= GlideDate.subtract(firstDate, secondDate);

gs.info(difference.getDisplayValue());

Output

91
 Lesson-07
Glide Date and Time

Agenda
GlideDateTime Overview and usage
GlideDateTime Methods
Glide Date Time Exercises

92
GlideDateTime Overview and usage?
The GlideDateTime class provides methods for performing operations on
GlideDateTime objects, such as instantiating GlideDateTime objects or
working with glide_date_time fields.

• GlideDateTime object, performing date-time calculations,

• Formatting a date-time, or converting between date-time formats.
• GlidDateTime running from server side
• Global object is GlideDateTime

GlideDateTime Methods

Glide Date Time

add() getDate()
GlideDateTime() getDayOfMonth()
addDays() getdayOfMonthLocalTime()
addDaysLocalTime() getDayOfMonthUTC()
addDaysUTC() getDayOfWeek()
addMonths() getDayOfWeekLocalTime()
addMonthsUTC() getDayOfMonthUTC()
addMonthsLocalTime() getDayOfWeek
addSeconds() getDaysInMonth()
addWeeks() getDaysInMonthLocalTime()
addWeeksLocalTime() getDaysInMonthUTC()
addWeeksUTC() getDisplayValue()
addYears() getDisplayValueInteranal()
addYearsLocalTime() getDSTOffset()
compareTo() getErorMsg()
equals() getLocalDate()
getNumericValue() getLocalTime()
getTime() getMonth()
getTZOffeset() getMonthLocalTime()
93
 getUserTimeZone() getMonthUTC()
getUTCMidnight() isValid()
getValue() setDayOfMonth()
getWeekOfYearLocalTime() setDayOfMonthLocalTime()
getWeekOfYearUTC() setDayOfMonthUTC()
getYear() setDisplayValue()
Note: Need to use Script-Background application
getYearLocalTime() setDisplay
getYearUTC() setGlideDateTime()
Subtrac() toString()
Practice with these all methods
Glide Date Time Exercises
1. Navigate to System Definition
2. Open Scripts – Background Application
3. Write code into given space

1. Working with GlideDateTime () method

Instantiates a new GlideDateTime object with the current
date and time in GMT format.

var gdt = new GlideDateTime ();

gs.print (gdt);

Output

2. Working with addDays () method

This method is used to add a specified number of days to the
current GlideDateTime object. A negative parameter subtracts
days.
Code
var gdt = new GlideDateTime ();

94
 gdt.addDays (4)
gs.print (gdt);

Output

3. Working with addDaysLocalTime () method

Adds a specified number of days to the current GlideDateTime
object. A negative parameter subtracts days.

The method determines the local date and time equivalent to

the value stored by the GlideDateTime object, then adds or
subtracts days using the local date and time values.

Code
var gdt = new GlideDateTime("2020-01-28 08:00:00");
gdt.addDaysLocalTime(4)
gs.print(gdt.getLocalDate());

Output

4. Working with addDaysUTC () method

Adds a specified number of days to the current GlideDateTime
object. A negative parameter subtracts days.

The method determines the UTC date and time equivalent to

the value stored by the GlideDateTime object, then adds or
subtracts days using the UTC date and time values.

95
 Code

var gdt = new GlideDateTime("2020-01-28 08:00:00");

gdt.addDaysUTC(4)
gs.print (gdt.getDate());

Output

5. Working with addMonths () method

This method is used to adds a specified number of months to the
current GlideDateTime object. A negative parameter subtracts
months.

Code
var gdt = new GlideDateTime();
gdt.addMonths(2)
gs.print(gdt.getDate());

Output

6.Similarly working with

addMonthsLocalTime () and
addMonthsUTC () methods
addMonthsLocalTime ()

96
 Output

addMonthsUTC ()

Output

7. Working with addSeconds() method

Adds a specified number of seconds to the GlideDateTime object.
Code
var gdt = new GlideDateTime("2018-04-20 08:00:00");
gdt.addSeconds(45);
gs.print (gdt.getValue());

Output

8. Working with addWeeks () method

Adds a specified number of weeks to the current GlideDateTime
object. A negative parameter subtracts weeks.

Use addWeeksLocalTime () and addWeeksUTC () instead of this

method.

97
 Code

var gdt = new GlideDateTime();

gdt.addWeeks (5);
gs.print (gdt.getValue());

Output

9. Similarly working with addWeeksLocalTime

() and addWeeksUTC () methods
addWeeksLocalTime ()

Code
var gdt = new GlideDataTime();
gdt.addWeeksLocalTime(5);
gs.print(gdt.getValue());

Output

addWeeksUTC ()

Output

98
 Adds a specified number of years to the current GlideDateTime object. A
negative parameter subtracts years.

Use addYearsLocalTime () or addYearsUTC () instead of this method.

Code

var gdt = new GlideDateTime();

gdt.addYears(3);
gs.print (gdt.getValue ());

Output

11. Similarly working with addYearsLocalTime

() and addYearsUTC () methods

addYearsLocalTime ()

Output

addYearsUTC ()

99
Output

12. Working with compareTo () method

Compares two date and time objects to determine whether one
occurs before the other or if they are equivalent.

Code
var initDate = new GlideDateTime ("2011-08-01 12:00:00");
var compDate1 = new GlideDateTime("2011-08-01 12:00:00");
var compDate2 = new GlideDateTime("2011-07-31 12:00:00");
var compDate3 = new GlideDateTime("2011-08-04 16:00:00");

gs.info (initDate.compareTo(compDate1)); // Equals (0)

gs.info (initDate.compareTo(compDate2)); // initDate is after
compDate2 (1)
gs.info (initDate.compareTo(compDate3)); // initD

Output

100
13. Working with equals () method
Compares an object with an existing value for equality.
Code
var gdt = new GlideDateTime("2020-04-19 00:00:00");
gs.print (gdt.equals ("2020-04-15 00:00:00"));

Output

14. Working with getDate () method

Gets the date stored by the GlideDateTime object, expressed
in the standard format, yyyy-MM-dd, and the system time
zone, UTC by default.

Code

var gdt = new GlideDateTime();

gs.print (gdt.getDate ());

Output

15. Working with getDayOfMonth () method

Gets the current day of the month in the UTC time zone.
Use getDayOfMonthLocalTime () and getDayOfMonthUTC
() instead of this method.

Code
var gdt = new GlideDateTime();
gs.print(gdt.getDayOfMonth());

101
 Output

16. Similarly working with

getDayOfMonthLocalTime () and
getDayOfMonthUTC () method

Code
var gdt = new GlideDateTime();
gs.print(gdt.getDayOfMonthLocalTime());

Output

getDaysOfMonthUTC ()

Output

17. Working with getDayOfWeek () method

Retrieves the day of the week stored by the GlideDateTime
object, expressed in the user's time zone.

Use getDayOfWeekLocalTime () and getDayOfWeekUTC

() instead of this method.

Code
102
 var gdt = new GlideDateTime();
gs.print (gdt.getDayOfWeek());

Output

18. Similarly working with getDayOfWeekLocalTime

() and getDayOfWeekUTC () method

getDayOfWeekLocalTime ()

Output

getDay OfWeekUTC ()

Output

19. Working with getDaysInMonth () method

Gets the number of days in the month stored by the
GlideDateTime object, expressed in the Java Virtual Machine
time zone.

103
 Use getDaysInMonthLocalTime
() and getDaysInMonthUTC() instead of this method.

var gdt = new GlideDateTime();

gs.print (gdt.getDaysInMonth ());

20. Similarly working with getDaysInMonthsLocalTime ()

and getDayInMonthsUTC () method

getDaysInMonthsLocalTime ()

Output

getDayInMonthsUTC ()

Output

21. Working with getDisplayValue () method

Gets the date and time value in the current user's display format
and time zone

var gdt = new GlideDateTime();

gs.print(gdt.getDisplayValue());
104
 Output

22. Working with getDisplayValueInternal () method

Returns the display value in the internal format (yyyy-MM-dd
HH:mm:ss). This method is useful for date/time fields, but not
for date fields.
var gdt = new GlideDateTime();
gs.print (gdt.getDisplayValueInternal ());

Output

23. Working with getDisplayValueInternal () method

Gets the amount of time that daylight saving time is offset.
var gdt = new GlideDateTime();
gs.print (gdt.getDSTOffset ());

Output

105
24. Working with getErrorMsg () method
This method is used to gets the current error message.

var gdt = new GlideDateTime("2011-08-31 aa:00:00"); //bad

gs.print(gdt.isValid()); //false
gs.print (gdt.getErrorMsg ()); //reason; //reason

Output

25. Working with getLocalDate () method

Gets the date stored by the GlideDateTime object, expressed
in the standard format, yyyy-MM-dd, and the current user's
time zone.

var gdt = new GlideDateTime();

gs.print (gdt.getLocalDate());

Output

26. Working with getLocalTime () method

Gets the time in the user's time zone.
var gdt = new GlideDateTime('2020-04-20 09:11:10');
gs.print (gdt.getLocalTime());

106
 Output

27. Working with getMonth () method

Retrieves the month stored by the GlideDateTime object, expressed in
Java Virtual Machine time zone.

Use getMonthLocalTime () and getMonthUTC () instead of this method.

var gdt = new GlideDateTime();

gs.print (gdt.getMonth());

Output

28. Working with getNumericValue () method

Gets the number of milliseconds since January

var gdt = new GlideDateTime();

gs.print (gdt.getNumericValue());

Output

107
29. Working with getValue () method
Gets the date and time value stored by the GlideDateTime object
in the internal format, yyyy-MM-dd HH:mm:ss, and the system
time zone, UTC by default.

var gdt = new GlideDateTime();

gs.print (gdt.getValue());

Output

30. Working with getYear () method

Retrieves the year stored by the GlideDateTime object, expressed in the
Java Virtual Machine time zone.

Use getYearLocalTime() and getYearUTC() instead of this method.

var gdt = new GlideDateTime();

gs.print (gdt.getYear());

Output

108
31. Similarly working with getYearLocalTime() and
getYearUTC() method

getYearLocalTime()

Output

getYearUTC()

Output

32. Working with hasDate () method

Determines if an object's date is set.

var gdt = new GlideDateTime();

gs.print (gdt.hasDate ());

Output

109
33. Working with setDayOfMonth () method
Sets the day of the month to a specified value.
Use setDayOfMonthLocalTime(day) and setDayOfMonthUTC(
day) instead of this method.
var gdt = new GlideDateTime();
gdt.setDayOfMonth(4);
gs.print (gdt.getDayOfMonth());

Output

34. Similarly working with setDayOfMonthLocalTime

() and setDayOfMonthUTC () method
SetDayOfMonthLocalTime ()

Output

setDayOfMonthUTC ()

Output

110
35. Working with setDisplayValue () method
Sets a date and time value using the current user's display
format and time zone.

var gdt = new GlideDateTime("2011-02-02 12:00:00");

gdt.setDisplayValue("2011-01-01 12:00:00");
gs.print (gdt.getValue ());

Output

36. Working with setMonth () method

Sets the month stored by the GlideDateTime object to a
specified value using the Java Virtual Machine time zone.

Use setMonthLocalTime () or setMonthUTC () instead of

this method.

var gdt = new GlideDateTime();

gdt.setMonth(1);
gs.print (gdt.getMonth ());

Output

111
37.Similarly working with
setMonthLocalTime () and
setMonthUTC () method

setMonthLocalTime ()

Output

setMonthUTC ()

Output

38. Working with setValue () method

Sets the date and time of the GlideDateTime object.

var gdt = new GlideDateTime("2011-01-01 12:00:00");

gdt.setValue ("2011-02-02 08:00:00");
gs.print(gdt.getValue());

Output

112
39. Working with setYear () method
Sets the year stored by the GlideDateTime object to a
specified value using the UTC time zone.
var gdt = new GlideDateTime();
gdt.setYearUTC(2020);
gs.print (gdt.getYearUTC ());

Output

40. Working with subtract () method

Subtracts a specified amount of time.

var gdt = new GlideDateTime("2011-08-31 08:00:00");

var gtime1 = new GlideTime();
gtime1.setValue("00:00:20");
gdt.subtract(gtime1);
gs.print (gdt.getTime());

Output

113
41. Working with toString () method
Returns the date and time value stored by the
GlideDateTime object in the internal format, yyyy-MM-dd
HH:mm:ss, and the system time zone, UTC by default.

This method is equivalent to getValue ().

var gdt = new GlideDateTime("2011-08-31 08:00:00");

gs.print (gdt.toString ());

Output

114
 Lesson-08
Glide Aggregation

Agenda
Glide Aggregate Overview
Glide Aggregate Methods
Glide Aggregate Exercises

115
 Glide Aggregate Overview
GlideAggregate enables you to easily create database aggregation
queries.
The scoped GlideAggregate class is an extension of Glide
Record and provides database aggregation (COUNT, SUM, MIN,
MAX, AVG) queries. This functionality can be helpful when
creating customized reports or in calculations for calculated
fields. The GlideAggregate class works only on number fields.

The following shows how to add aggregates to a query on the

category and software fields in the Incident [incident] table.

Exercise-1: Getting count of records which are in

active and category is software

var count = new GlideAggregate('incident');

count.addEncodedQuery('active=true');
count.addQuery('category=software');
count.addAggregate('COUNT');
count.query();
var incidents = 0;
if (count.next())
incidents = count.getAggregate('COUNT');
gs.info(incidents);

116
 Exercise-2: The following code shows how to add
aggregates to a query on the category and software fields
in the Incident [incident] table.

var incidentGA = new GlideAggregate('incident');

incidentGA.addQuery('category', 'software');
incidentGA.setGroup(false);
incidentGA.addAggregate('COUNT', 'sys_mod_count');
incidentGA.addAggregate('SUM', 'sys_mod_count');
incidentGA.addAggregate('AVG', 'sys_mod_count');
incidentGA.addAggregate('MIN', 'sys_mod_count');
incidentGA.addAggregate('MAX', 'sys_mod_count');
incidentGA.addAggregate('STDDEV', 'sys_mod_count');
incidentGA.query();
if (incidentGA.next()) {
gs.info('COUNT: ' + incidentGA.getAggregate('COUNT',
'sys_mod_count'));
gs.info('SUM: ' + incidentGA.getAggregate('SUM', 'sys_mod_count'));
gs.info('AVG: ' + incidentGA.getAggregate('AVG', 'sys_mod_count'));
gs.info('MIN: ' + incidentGA.getAggregate('MIN', 'sys_mod_count'));
gs.info('MAX: ' + incidentGA.getAggregate('MAX', 'sys_mod_count'));
gs.info('STDDEV: ' + incidentGA.getAggregate('STDDEV',
'sys_mod_count'));
}

117
Exercise-3: Number of incidents varies depending on the
current state of the incident table

var count = new GlideAggregate('incident');

count.addQuery('active', '=','true');
count.addAggregate('COUNT', 'category');
count.query();
while (count.next()) {
var category = count.category;
var categoryCount = count.getAggregate('COUNT', 'category');
gs.info("There are currently " + categoryCount + " incidents with a
category of " + category);
}

118
Result:

Exercise-4: Count all incidents opened each quarter in a year

var ga = new GlideAggregate('incident');

ga.addAggregate('COUNT'); // Count all incidents opened each quarter
ga.addTrend('opened_at', 'quarter');
ga.query();
while(ga.next()) {
gs.info([ga.getValue('timeref'), ga.getAggregate('COUNT')]); }

119
Exercise-5: Count all incidents with each category

var count = new GlideAggregate('incident');

count.addAggregate('MIN', 'sys_mod_count');
count.groupBy('category');
count.query();
while (count.next()) {
gs.info(count.getAggregateEncodedQuery()); }

Result

120
Exercise-6: Count all incidents with each category

Retrieves the number of rows in the table with aggregation

var count = new GlideAggregate('incident');
count.addAggregate('MIN', 'sys_mod_count');
count.addAggregate('MAX', 'sys_mod_count');
count.addAggregate('AVG', 'sys_mod_count');
count.groupBy('category');
count.query();
gs.info(count.getRowCount());
while (count.next()) {
var min = count.getAggregate('MIN', 'sys_mod_count');
var max = count.getAggregate('MAX', 'sys_mod_count');
var avg = count.getAggregate('AVG', 'sys_mod_count');
var category = count.category.getDisplayValue();
gs.info(category + " Update counts: MIN = " + min + " MAX = " + max + "
AVG = " + avg);
}

121
Result

var agg = new GlideAggregate('incident');

agg.addAggregate('AVG', 'sys_mod_count');
agg.groupBy('category');
agg.query();
while (agg.hasNext()) {
agg.next();
var avg = agg.getAggregate('AVG', 'sys_mod_count');
var category = agg.category.getDisplayValue();
gs.info(category + ': AVG = ' + avg);
}

122
 Lesson-09
Client Scripts

Agenda
Client Script Overview
Types of Client Scripts
Why client scripts
Client side Glide API classes
Client Script Excercises

123
Client Scripts OverView
Client Scripts are allowing to user to run Java Script on client side (Browser
Window) when client based events are occurred or executed
Such as when a form was, Loads and or submitted form and when a field
value is changed and when you edit cell value from list view
We can be able to use client scripts to configure Forms, Form Fields and
Field Values while user is using any particular form.

Client Scripts can do some below activities like

1. Make it as field Mandatory or Optional

2. It is used to display message based on Field Values
3. Make is as field Read only and Writable
4. Make it as filed Visible and Invisible
5. Add and modify the options in a choice list based on user’s role
6. Giving Info and Error Messages to customer
7. Add and Remove the choice values
8. Set and Get values from fields
9. Display Flash messages
10. Add Information Message to customers

Types of Client Scripts

There are 4 types of client scripts in Service Now such as
onLoad ()
OnLoad client script will runs when the system first loaded on the form and
before users can enter data. Typically, onLoad () client scripts mainly running
from client-side of the current form and t is used to set default record values.
onChange ()
on Change will runs when a particular field value changes on the form. then we
can use onchange client script
onSubmit ()
it will run when a form is submitted. Typically, onSubmit () scripts validate things
on the form and ensure that the submission makes sense. An onSubmit () client
script can cancel form submission by returning a value of false.
OnCellEdit ()
It will run when a user tries to change a cell value from list view then onCellEdit
client script will be execute and provide result

124
 Why Client Scripts?

Client scripts can be reducing the amount of time it takes while a user to
complete a form.
If we create client scripts is used controlling a field values on a form, you
must use another method to control these field values in a list.

Using by client scripts we can perform following operations:

1. We can restrict a user List Editing for the particular table.
2. Will create particular Business rules or we can access controls for list editing.
3. We can create Data policies and UI Policy
4. On list view we can restrict a user onCellEdit client script.
5. Check validation when we submit form
6. Validation will check when form was loaded
7. It can be reduced the need for time-consuming from server lookups.
8. g_scratchpad and asynchronous GlideAjax lookup are simple way get the
information from the server Glide Record and g_form. getReference ()
methods are also available for retrieving server Information.
9. However, these methods are no longer recommended due to their
performance impact. So always we can recommend to use g_scratchpad
and asynchronous GlideAjax
Use of g_scratchpad

The g_scratchpad object will pass the information from the Server to the Client,
when we want to get required information that is not available on the
particular form.

Where Our Client Scripts Run

With the exception of onCellEdit () client scripts, remaining client scripts only
apply on particular forms and search pages, onLoad (), onChange (), onSubmit
()
If you want create a client script to controlling field values on a form, you should
be use one of these other methods to control field values when on a list.

1. We can create an access control rules to restrict user who can read and edit
field values on your form. Create a business rules to validate content in form.
2. Create a UI Policy and Data policy to validate content in form.
3. Create an onCellEdit () client script to validate content in list view.
4. Disable list editing for the particular table

125
 Client side Glide API classes
GlideAjax : This object is used to execute server-side script from the client

GlideForm : Customize our forms

GlideList2 : Used to customize (v2) lists, including normal lists and related lists.

GlideUser : This object is used to get session information about the current
user and roles.

GlideMenu : It is used to customize UI Context Menu items.

GlideDialogWindow : Use this class to display a dialog window

Client Scripts Exercises

Excercise: 1
Requirement
When Incident Form Loaded then some filed are make Mandatory or Read Only
or Visible /Invisible and add an Information Message to define fill all mandatory
fields

1. Number and Priority Fields are Read only

2. Caller and Short Description fields are Mandatory
3. Configuration Item field is should not be seen (Invisible)
4. Display an Information Message top on the form if the record is new

Client Script Type

OnLoad
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

126
4. Fill Clients Scripts Form
5. Name: Initial Form Validation
6. Table: Incident
7. UI Type: All
8. Type: OnLoad

127
9. Script

10. Open New Incident form check the validation

11. Incident → Click on Create New

128
Exercise: 2
Requirement

1. When Incident State is On-Hold Then On Hold Reason field should be

Visible and Mandatory
2. Add warning message below hold reason field that is ‘’Please select at
least one hold reason’’

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4.Script

129
5. Open New Incident form check the validation
6. Incident → Click on Create New
7. Change state value to On-Hold
8. Check on hold reason field is Visible and Mandatory
9. Follow below screen shot for reference

130
Exercise: 3
Requirement:
Any customer after submitted (Priority 1-Critcal) incident
1. We need to display one alert message to customer about Criticality (Are
you submitting Priority one ticket)
2. Include Ok and Cancel Buttons also

Client Script Type

OnSubmit
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

131
5. Open New Incident form check the validation
6. Incident → Click on Create New
7. Select Impact-1 and Urgency-1
8. Click on Submit Button
9. Follow below screen shot for reference

132
Exercise: 4
Requirement
1. When Incident state is Resolved Then Resolution Code and Resolution
Notes are mandatory
2. Assigned to and Assignment Group should not be seen

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

133
5. Open New Incident form check the validation
6. Incident → Click on Create New
7. Change state value to Resolved
8. Check validation on below screen shot for reference

134
Exercise: 5
Requirement
1. If Selected Caller is VIP in Incident table, then Impact and Urgency field
values setup
1-High.Impact-High and Urgency High then Priority 1- Critical set
automatically
2. Impact and Urgency fields should be read only on above condition
3. Display on alert message on browser that is (Caller is VIP!)
Developer TIP: Make one Caller VIP (Fred Luddy) from user record (Already
we know how to do this)
Client Script Type
OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

135
5. Open New Incident form check the validation
6. Incident → Click on Create New
7. Select any VIP Caller like Fred Luddy
8. Check validation on below screen shot for reference

136
Exercise: 6
Requirement
1. When customer selected Incident Category is Inquiry/Help,
then Subcategory field should be hide
2. Remove choice 1-High from Impact and Urgency fields
3. Display an Error Message below impact field (Low impact is not
preferring high priority)
Client Script Type
OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

137
Exercise: 7
Requirement
1. When current incident state is New then remove all choices from State
fieldChoices need to be removed (In-Progress, On-Hold, Resolved,
Closed, Cancelled).

2. When current incident State is In-Progress or On-Hold then remove all

choices from State Field Choices need to be removed (New, Closed,).

3. When current incident State is Resolved, then remove these all choices
Choices need to be removed (New, In-Progress, On-Hold, Cancelled)

4. When current incident State is Closed, then state field should be Read-
only

138
Client Script Type
OnLoad
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4.Script

139
1. Open New Incident form check the validation
2. Incident → Click on Create New
3. If current incident state is New, then rest of states should not be seen
4. If current incident state is In-Progress or On-Hold, then New and
Closed States should not visible
5. In Resolved state display only Closed state value
6. If state is Closed State filed should be Read-only

140
Exercise: 8
Requirement:
When incident state is Closed then all fields make read-only
1. If incident state is closed, assigned to, assignment group, category,
subcategory, impact, urgency, contact type, short description, caller field
are make read-only
2. Attachment Icon should not see in Closed record
3. All Related Lists should be hide

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

141
1. Open New Incident form check the validation
2. Incident → Click on Resolved Module
3. Change the state value to Closed then some field are display in Read-only
4. We couldn’t see Attachment Icon and Related Lists

142
Exercise: 9
Requirement:
When customer changed incident Priority field value then work notes should
be mandatory
1. If record is New or Form isLoading or oldValue == newValue same
then work notes field should not mandatory
2. When customer changed Priority 1 to 2 then work notes field make
Mandatory

Client Script Type

OnChange

Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

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5. Open New Incident form check the validation
6. Incident → Click on Create New Module
7. Change the Priority to 1 then Save it
8. Again change the Priority to 2 then get info message to fill work notes
mandatory

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Exercise: 10
Requirement
User restriction, not allowing update the cell value from Incident List View
1. Any customer tries to change incident state value to 7- Closed action will
be cancel and display alert message to customer
2. Alert Message (System not allow user to update cell value)

Client Script Type

OnCellEdit
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4.Script

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4. Open Incident List View and check the validation
5. Incident → Click on All Module
6. Change the state value to 7-Closed
7. Get Error Message (System not allowing user to update cell value)

Exercise: 11
Requirement:
1. When user submit incident form need to display Assigned to Name as
alert message
2. Give confirmation message also

Client Script Type

OnSubmit
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

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5. Open New Incident check the validation
6. Fill Assigned to field and Submit form
7. Display alert message and and given confirmation message

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Exercise: 12
Requirement:
Auto assign the value to Assignment Group depends on category
1. If Category is Network auto assigned Network Assignment Group
2. Category is Hardware auto assigned to Hardware Assignment Group
3. Category is Database auto assigned to Database Assignment Group
4. Category is Software auto assigned to Software Assignment Group

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

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5. Open New Incident check the validation
6. Select the Category is Software then ticket is auto assign to Software
Assignment Group
7. Select Remaining Category Also Similarly check the validation

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Exercise: 13 Table Incident
Requirement: Auto set Caller value into caller field depends on current
logged in user
1. Display alert message say Hello message with logged in user full name
2. Caller field should be Read-Only

Client Script Type

OnLoad
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

4. Script

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 5. Open New Incident check the validation
6. Click on Create New module
7. Click on Ok button

Exercise: 14
Requirement
Date Validation between two fields for Incident table

1. Create Two custom fields in incident tables (Start Date, End Date)
2. Start date should be always before End date
3. Start date should not equal to End date
4. Give me Error Message under End date field

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

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4. Script

5. Open New Incident check the validation

6. Click on Create New module
7. Select Start and End date (Start date should be after End date ) check
error message
8. Check another validation both dates should not equal

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Exercise: 15
Requirement:
Hide Resolution Information section when state is not equal to Resolved
1. When Page Is Loading and state is not equal to Resolved then hide
Resolution Information section otherwise display section

Client Script Type

OnChange
Procedure
1. Navigate to System Definition→Client Scripts
2. Open Client Scripts
3. Click on New

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4. Script

5. Open New Incident check the validation

6. Click on Create New module
7. When form is Loaded and state not equal to Resolved hide the
Resolution Information Section

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 Lesson-10
UI Actions

Agenda
UI Actions Overview
UI Actions Controls
UI Actions on Server Side
UI Actions on Client Side
UI Actions Excercises
Sending Notifications Through UI Actions

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 UI Action Overview
UI Actions defines Buttons, Hyperlinks, list menus and form context menus
Configure UI actions to make the UI more interactive, customized, and specific
to user activities. Service now Administrator and UI Actin Admin will create
UI actions in service now platform

When developer develops some scripts to automate business logic, we try to

automate how the logic triggers. If logic should run when a record is created
or is set to a certain state, I use a Business Rule to automatically execute a
script. Sometimes a user needs to initiate the work. UI Actions provide the
interface elements for a user to take action from a form or list. Configure UI
Actions as buttons or links to create interface elements with which users can
interact.

UI Action Controls
We can create UI Actions for these all places:

▪ A button on a form View.

▪ A context menu item on a form that appears when you open the form
context menu or right-click the form header.
▪ A related link in a form.
▪ A button in the banner on top of a list.
▪ A button at the bottom of a list.
▪ A context menu item on a list that appears when you open the list
context menu or right-click the list header.
▪ A menu item for the action choice list at the bottom of a list.
▪ A related link at the bottom of a list.

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Form UI Actions

List UI Action

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UI Action on Server Side
Service now Admin or Developer can create new UI Action or modify
existing one
Exercise-1
There should be a button on Incident form to assigned ticket to
current logged in user

Procedure

1. Navigate to System Definition→UI Actions

2. Click on New

3. Fill UI Action form

4. Name: Assigned to CLU
5. Table: Incident
6. Order:100
7. Action Name: Assigned_to_clu
8. Show Update: Checked
9. List Context Menu :Checked
10. Active: Checked

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9. Script
current.assigned_to = gs.getUserID ();
current.update ();

10. Click on Submit

11. Check Your Code

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 UI Action on Client Side
UI action can run on client side also following below example

Exercise-2
There should be a button on Incident form to assign the ticket to
current logged in user

Procedure
1. Navigate to System Definition→UI Actions
2. Click on New

3. Fill UI Action form

4. Name: Auto Assignment Incident
5. Table: Incident
6. Order:790
7. Action Name: Auto_assignment
8. Show Insert: Checked
9. Show Update: Checked
10. Client: True
11. List v2 Compatible: True
12. List v3 Compatible: True
13. Active: Checked
14. Form Button: True

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15. Onclick: autoAssignment()
16. Script

function autoAssignment () {
var user = g_user.userID;
g_form.setValue('assigned_to', user);
g_form.setValue('work_notes', "such as assigning to me");
g_form.save();
}

17. Click on Submit

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Exercise-3
There should be a button on incident form to create new Child Incident from
being on the Parent incident form. Once created child incident immediately it
should be redirect to child incident
Procedure
1. Navigate to System Definition→UI Actions
2. Click on New

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 3. Fill UI Action form
4. Name: Create Child Incident
5. Table: Incident
6. Order:800
7. Action Name: create_childIncident
8. Show Update: Checked
9. Active: Checked
10. Form button: True

11. Script

var inc = new GlideRecord("incident");

inc.initialize();
inc.short_description = current.short_description;
inc.category = current.category;
inc.subcategory = current.subcategory;
inc.caller_id = current.caller_id;
inc.opened_by = gs.getUserID();
inc.impact = current.impact;
inc.urgency = current.urgency;
inc.parent = current.sys_id;
var sysID = inc.insert();
gs.addInfoMessage(‘New Child Incident " + inc.number + " created’);
action.setRedirectURL(inc);
action.setReturnURL(current);

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 12. Click on Submit

Exercise-4
There should be a UI action on incident record to create 3 incident tasks
automatically associated with same incident.
Procedure
1. Navigate to System Definition→UI Actions
2. Click on New

3. Fill UI Action form

4. Name: Create Incident Tasks
5. Table: Incident
6. Order:840
7. Action Name: create_incident_task
8. Show Update: Checked

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 9. Active: Checked
10. Form button: True

11. Script

var shortDesc = ['Incident Task1', 'Incident Task2', 'Incident Task3'];

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

var gr = new GlideRecord('incident_task');

gr.initialize();
gr.short_description = shortDesc[i];
gr.description = current.short_description;
gr.incident = current.sys_id;
gr.insert();
}
action.setRedirectURL(current);

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 12. Click on Submit
13. Check the result

Exercise-5
Create new UI Action to open problem form from Incident table record
Procedure
1. Navigate to System Definition→UI Actions
2. Click on New

3. Fill UI Action form

4. Name: Open Problem Form
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 5. Table: Incident
6. Order:890
7. Action Name: open_problem_form
8. Show Insert: Checked
9. Show Update: Checked
10. Active: Checked
11. Form button: True

12. Script
var url = '/problem.do?sys_id=-1';
action.setRedirectURL(url);

13. Click on Submit

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Exercise-6
Create new UI Action to send notification to caller about incident state
changes
1. Create Event Registsry
2. Create Email Notification
3. Create UI Action

Creating Event Registry

Procedure
1. Navigate to System Policy→Events→Registry
2. Click on New

3. Event name: Send the notification to assigned to

4. Table: Incident
5. Fired by: UI Action
6. Description: Create new UI Action to send notification to caller about
incident state changes
7. Click on Submit

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Creating Notification

Procedure
1. Navigate to System Notification→Email→Notification
2. Click on New

3. Name: State Change to IN progress

4. Table: Incident
5. Active: True
6. Category: Uncategorized

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When to send
7. Send when: Event is fired
8. Event name: send.notification.assignedto

9.Users: [email protected]
10. Send event creator: true

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11. Subject: State changes to inprogress state:${state}
12. Assigned to: ${assigned to}

Creating UI Action
Procedure
1. Navigate to System Definition→UI Action
2. Click on New

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 3. Fill UI Action form
4. Name: State set to inprogress
5. Table: Incident
6. Order:100
7. Action Name: state_inprogress
8. Show Update: Checked
9. Active: True
10. Form button: True

11. Script
current.state = 2;
current.update();
gs.eventQueue('send.notification.assignedto',current,gs.getUserName
());

12. Click on Submit

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UI Actions on Client and Server side
There should be a UI Action on incident table to Resolve incident ticket

Procedure
1. Navigate to System Definition→UI Actions
2. Click on New

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Script

function resolveIncident(){
//Set the 'Incident state' and 'State' values to 'Resolved', and
display mandatory fields
g_form.setValue('incident_state', 6);
g_form.setValue('state', 6);
g_form.setValue('resolved_by', g_user.userID);

gsftSubmit(null, g_form.getFormElement(), 'resolve_incident');

//MUST call the 'Action name' set in this UI Action
}

//Code that runs without 'onclick'

//Ensure call to server-side function with no browser errors

if (typeof window == 'undefined')

serverResolve();

function serverResolve(){
current.incident_state = IncidentState.RESOLVED;
current.state = IncidentState.RESOLVED;
current.resolved_by = gs.getUserID();
current.update();
}

174
175
 Lesson-11
Scheduled Jobs

Agenda
Scheduled Jobs Overview
Scenarios where we can use schedule jobs
Scheduled Jobs Tables
Scheduled jobs states
Who will create new scheduled job
Creting New Scheduled Job
How to share report through schedule job
Create schedule job template
Send notification through scheduked Job

176
 Scheduled Jobs Overview

Scheduled Jobs are automated pieces of work that can be performed at a

specific time or on a recurring schedule. Schedule jobs perform some
operations or actions or some code will execute at specific interval or time.
Schedule jobs are running from server side

Scheduled are useful way to automate processes in Service-now and need to

remove some of the administrative burden of the tool off of the shoulders of
your Service-now administrators. It’s very easy to create a scheduled job or
a scheduled import.

We can automate the following tasks below

• Automatically generate and schedule an entity of records, such as an
incident, change item, configuration item, from a template
• Automatically run and distribute a report
• Generate a record (incident, Problem, change, configuration item,
etc.) from a template
• Run a business rule and do whatever the rule contains
• Scheduling at the end of the month
• Scheduling for weekdays
• Executing scheduled jobs from scripts
• Fire an email notification from a schedule job

Some scenarios where we can use schedule jobs in

ServiceNow
• Specific report will be delivered to stakeholder every day, every week,
every month or at any specific period.
• Specific task record will get created and assigned to specific team
every month in the system automatically.
• The report with email contains complete information will be delivered
to stakeholders.
• Scenario: Auto closure of tickets such as Incident ticket under state
pending customer action, where customer is not responding from last
few days.
• Scenario: Auto closure of incident ticket when ticket is in resolved
state from last 9 months’ days.
• We can use schedule job to trigger different events weekly, monthly
or at any specific period.
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Scheduled Jobs Tables

1. sysauto_script (Scheduled Script Execution)

2. scheduled_import_set (Scheduled Import Sets)
3. sysauto_template (Scheduled Template Generation)
4. sysauto_report (Scheduled Report)

Scheduled job states

A scheduled job can be in any one of the following states.

Create a new scheduled job

Automate generation and distribution of a report
Exercise: 1
Generate and distribute scheduled reports via email.
Procedure
1. Navigate to System Definition > Scheduled Jobs.
2. Click New.
3. Select and click on Automate the generation and distribution of a report

178
 4. Fulfil scheduled jobs form

5. Click on Submit

179
Before testing this, we should set up particular
time zone for this instance

1. Navigate to Setting→Time Zone

2. Select GMT time Zone

Create a new scheduled Job

All resolved incidents should get closed automatically on every 6 months
Exercise: 2
All resolved incidents should get closed automatically on every 6 months
Procedure
1. Navigate to System Definition > Scheduled Jobs.
2. Click New.
3. Select and click on Automatically run a script of your choosing

180
4. Fulfil scheduled jobs form
5. Name: All resolved incidents should get closed automatically
6. Active: True

7. Run: Weekly
8. Friday:
9. Time Zone: GMT
10. Time: 16:20:00
11. Click on Submit

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12. Run this Script
var eq = 'resolved_atONLast 6
months@javascript:gs.beginningOfLast6Months()@javascript:gs.endOfLast
6Months()';

var gr = new GlideRecord('incident');

gr.addEncodedQuery(eq);
gr.query();
while(gr.next()){

gr.state = '7';
gr.work_notes = 'All resolved incidents are closing through scheduled
jobs';
gr.update();
}

182
 Create a new scheduled Job
Create an incident ticket every week on Saturday in the mng 9AM

Exercise: 3
Create an incident ticket every week on Saturday in the mng 9AM
Procedure
1. Navigate to System Definition > Scheduled Jobs.
2. Click New.
3. Select and click on Automatically generate something (a change, an
incident, a ci, etc) from a template

4. Create an incident ticket every week on Saturday in the mng 9AM

5. Active: True
6. Run: Weekly
7. Time Zone: GMT
8. Time Hours: 14:20:00
9. Generate This: Network Servers Maintanance

183
10. Create Template

184
11. Name: Network Servers maintenance
12. Table: Incident
13. Active: True
14. Short description: Network Server Maintanance
15. Category: Network
16. Subcategory: DNS
17. Caller: ITIL User

185
 Lesson-12
Business Rules

Agenda
Business Rules Overview
Advantages of Business rules
What are actions performed with Business Rules
Different Types of Business Rules
Business Rules Process Flow
How business rules will work
Scripting In Business
Practice with before and after business rules
Practice with aync and display business rules
Working with query business rule
Business rules excercises
Script Include Overview and Types of Script Includes
Working with ,g_scratchpad, getRefference().
Working with Glide Ajax
Business Rules Interview Questions

186
Business Rules Overview
1. Business rules are the server side script which means that it will
execute on server or database.
2. Business rules are the server side scripts logic that runs when record
is displayed, inserted, updated or deleted
3. We can use BR to complete tasks like update the values on a form
automatically when specific condition is met.
4. The table of BR is sys _script where all BR records are stored.
5. what all operations to be performed on database.
6. Create events for email notifications and script actions.
7. Business rule runs faster than other script in Service Now.
8. We can use business rules prevent unpredictable results and
avoiding performance issues.

Business rules can make use of scripts to take actions on records

in the database.

Advantages of Business rules

• Performance. When running code on the server, it often has a faster
load time and processing time than a client script
• Business rules are not affected by type of browser which you are
using
• Business rules will perform complex database lookups and
assignment rules
• We can dot-walk many levels; however, three levels are often a
recommend maximum
• Business Rules do NOT monitor forms. The forms shown in the
graphics on this page represent a user interacting with the database
by loading and saving records in a form.

187
What are actions performed with Business Rules

✓ Update record fields when a database query runs

✓ Modifying date formats
✓ Set field values on related records when a record is saved
✓ Manage failed log in attempts
✓ Generating events
✓ Determine if a user has a specific role
✓ Send emails to customers
✓ Generate and respond to events
✓ Display information message when record is inserted
✓ Compare two dates to determine which comes first chronologically
✓ Determine if today is a weekend or weekday
✓ Calculate the date when the next quarter starts
✓ Initiate integration and API calls to other systems
✓ Invoking web services and send REST messages and retrieve results
✓ Changing field values and Writing log messages
✓ If user is providing any invalid data may be that something is not as
per the validation
✓ we want to put then user should not be able to get update or insert
record.
✓ When we are insering any record if we want to display a message on
the top to user on the form then we can use BR as well.

Different Types of Business Rules

There are 4 types of business rule in Service Now as mentioned below.
We selected business rule type from when dropdown available in when
to run section. Below is the screenshot of business rule in Service Now.

✓ Before
✓ After
✓ Async
✓ Display

188
 Before Business Rule
✓ Code written in before business rule get executed when user submits
the form and data is not saved in database.
✓ Before Business Rules execute their logic before a database
operation occurs.
✓ Use before Business Rules when field values on a record need to be
modified before the database access occurs.
✓ Before Business Rules run before the database operation so no extra
operations are required.
✓ For example, concatenate two fields values and write the
concatenated values to the Description field.

189
After Business Rule
✓ Use to update information on related objects that need to be
displayed immediately,
✓ After Business rules are executed synchronously.
✓ After Business Rules execute their logic immediately after a database
operation occurs and before the resulting form is rendered for the
user.
✓ Use after Business Rules when no changes are needed to the record
being accessed in the database.
✓ For example, use an after Business Rule when updates need to be
made to a record related to the record accessed.
✓ If a record has child records use an after Business Rules to propagate
a change from the parent record to the children.

Async Business Rule

Aync business rules are used to update information on related objects that
do not need to be displayed immediately,
Use async Business Rules instead of after Business Rules whenever possible to
benefit from executing on the scheduler thread.

✓ Like after Business Rules, async Business Rules execute their logic after a
database operation occurs.
✓ Unlike after Business Rules, async Business Rules execute
asynchronously.
✓ Async Business Rules execute on a different processing thread than before
or after Business Rules.
✓ They are queued by a scheduler to be run as soon as possible.
✓ This allows the current transaction to complete without waiting for

the Business Rules execution to finish and prevents freezing a user's screen.
Use Async Business Rules when the logic can be executed in near real-time
as opposed to real-time (after Business Rules).

190
Display Business Rule
Use to provide client-side scripts access to server-side data.

display Business rule runs every time the form is displayed and the form
attempts to save due to current.update (). User might not have filled out
the form all the way and it is an annoying experience to the user.

Don't use current.update () in a business rule! There are certain

situations when it is ok, but very rarely. Same goes with using
g_form. save () in a client script.

✓ Display Business Rules execute their logic when a form loads and a
record is loaded from the database.
✓ They must complete execution before control of the form is given to a
user.
✓ The purpose of a display Business Rule is to populate an automatically
instantiated object, g_scratchpad.
✓ The g_scratchpad object is passed from the display Business Rule to
the client-side for use by client-side scripts.
✓ Recall that when scripting on the client-side, scripts only have access
to fields and field values for fields on the form and not all of the fields
from the database.
✓ Use the g_scratchpad object to pass data to the client-side without
modifying the form. The g_scratchpad object has no default properties.

191
Business Rule Process Flow
A table can have multiple Business Rules of different When types. The
order in which the Business Rules execute first

How business rules will work

If you want to configure new business rules, you first need to determine
when the business rule should run and what action it should take.

When business rules run

Business rules are running based on two sets of criteria:
1. When to run the business rule in which we configure the time when BR
is triggered.
2. In this we need to define timing and operation to trigger the BR.
3. So, one is type of BR we mention the time when BR is configured for the
record being modified or accessed.

192
When business rules are running based on action
Action in which we mention action we want to take when BR I triggered
which can do via configuration or script.
This is the type of data base operation when both are met with the
condition mentioned in the BR. Then BR is triggered.

We have 4 Database operations

▪ Insert
▪ Update
▪ Query
▪ Delete

Prevent Recursive Business Rules

Do not use current.update() in a Business Rule script. The update() method
triggers Business Rules to run on the same table for insert and update
operations, potentially leading to a Business Rule calling itself over and
over. Changes made in before Business Rules are automatically saved when
all before Business Rules are complete, and after Business Rules are best
used for updating related, not current, objects. When a recursive Business
Rule is detected, ServiceNow stops it and logs the error in the system log.
However, this behavior may cause system performance issues and is never
necessary.

You can prevent recursive Business Rules by using the setWorkflow ()

method with the false parameter, current.setWorkflow(false). This will
stop Business Rules and other related functions from running on this
database access. The combination of the update () and setWorkflow()
methods is only recommended in special circumstances where the normal

193
before and after guidelines mentioned above do not meet your
requirements

There are four Global Variables available in

Business Rules

✓ Current – this is something in which basically stores state of the same

record we are working on.
✓ Previous – which basically captures the previous state of the record
we are working on before any update or delete. For example, if there
is any change in the value for any particular field that’s something we
can access it with current and previous as well. Previous is the
basically previous of the record.
✓ g_scratchpad – this is which we can access in BR. The scratchpad is
available on display type of BR that means type is display. It is used to
pass the information to the client.
✓ Glide System – which is server side script which where we have
different methods and glide system methods as well.

Create New Business Rule

194
Exercise: 1

1. Condition: When you are selected the category is Network and

subcategory is VPN from Incident table
2. Action: Assignment group should be Network

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule Form

4. Name: Auto Assign to Assignment Group
5. Table: Incident
6. Active: True

When to run:
7. Insert: True
8. Update: True
9. Category: Network
10. Subcategory: VPN
11. Click on Save

195
Action:
Set Field values: Assignment Group→To→Network
Add message: This ticket has been assigned to Network assignment group

196
Scripting in Business Rules
• We can also perform scripting in business rule for the functionality
which we are not able to achieve with just configuration.

• Business Rules scripts use the server-side APIs to take actions. Those
actions could be, but are not limited to

✓ Invoking web services

✓ Changing field values
✓ Modifying date formats
✓ Generating events
✓ Writing log messages
✓ Displaying Information and Error messages

Basically we use the “Advanced” option and we can write server side script
in this script section ideally there is no spatial syntax for BR however they
are global variables which we can use to access of data records in our script.

Create Business rule with script

Exercise: 2
1. Condition: When the user selected category is Network from incident
table
2. Action: Assignment group should be Network Assignment Group

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

197
3. Name : Auto assign to Group
4. Table : Incident
5. Advanced: True
6. Insert: True
7. Update: true

198
8. Condition: Category is Network
9. Click on Submit

10. Check Result

199
 Before Business Rules

Working with Before Business Rule

Before Business Rules execute their logic before a database operation
occurs.
Use before Business Rules when field values on a record need to be
modified before the database access occurs.

Major Use Cases of Before Business Rule:

• Use business rules to accomplish tasks like automatically changing
values in form fields when certain conditions are met.
• create events for email notifications and script actions.
• Abort update of record if form does not have expected value.
• Auto Populate the field value while creating of incident record.
• User should not delete a record if condition does not match.
• Date should be updated before insert of a record.

200
Before Business Rules without Scripting
Exercise: 3
User should not be able to create new incident record, if category is
‘Inquiry/Help’ and assignment group is ‘Service Desk’.

Action: Action should be Abort and display action Message

Message: (‘’User should not be able to create new incident record with
above criteria’’)

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

201
3. Fill the business rule form
4. Name: User should not create Incident
5. Table: Incident
6. Active: True

When to Run
7. When: Before
8. Order: 300
9. Insert: Checked true

Filter Conditions
10. Category is Inquiry/Help
11. Assignment Group is Service Desk

Actions
12. Abort action: Checked True

202
Before Business Rule with Scripting
Exercise: 4
User should not be able to create new incident record, if there is an existing
incident with same Short Description, Category and Caller.

Action: Action should be Abort and display action Message

Message : (‘User should not create new incident with same details’)

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: User should not create new Incident
5. Table: Incident
6. Active: True
7. Advanced: True

203
When to Run

8. When: Before
9. Order: 450
10. Insert: Checked true

Advanced

Exercise: 5
User should not change the Priority once created an incident ticket

Action: Action should be Abort and display action Message

Message (‘User should not change the priority once created an incident
ticket’)
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

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 3. Fill the business rule form
4. Name: User should not change the Priority once created an incident ticket
5. Table: Incident
6. Active: True

When to Run
7. When: Before
8. Order: 200
9. Update: true

Filter Conditions
10. Priority Changes

205
Actions
11. Add message: true
12. Message: User should not change the Priority once created an incident
ticket
13. Abort action: True

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Exercise: 6
User should not delete incident ticket when incident state is NEW

Action: Action should be Abort and display action Message

Message :( ‘User should not delete incident ticket in NEW State’)

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: User should not delete Incident ticket
5. Table: Incident
6. Active: true
7. Advanced: True

When to Run
8. When: Before
9. Order: 350
10. Delete: true

Filter Conditions
11. State is New

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Advanced

208
 After Business Rules

Working with After Business Rules

After business rules will get execute after the user submits the form and
after any action is taken on the record in the database.

Major Use Cases of After Business Rule:

• Showing Info or Error Messages after creation or updating of record
• Create incident task after creation of Incident ticket
• Update the work notes of child incident when parent work notes are
updated
• Create Knowledge article after close incident
• Delete all associated records after deletion of parent record

After Business Rules without Scripting

Exercise: 7
We should display Info message after creation of new Incident ticket.

Message (‘New incident has been created’)

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

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 3. Fill the business rule form
4. Name: Display info message
5. Table: Incident
6. Active: true
7. Advanced: True

When to Run
1. When: After
2. Order: 100
3. Insert: true

210
Actions

After Business Rules with Scripting

Exercise: 8
We should display Info message, Caller and Incident Number after creation of
new Incident ticket.

Message (‘New incident has been created by caller and incident number’)

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

211
3. Fill the business rule form
4. Name: Display info message and Caller and Incident Number
5. Table: Incident
6. Active: true
7. Advanced: True

212
When to Run
1. When: After
2. Order: 200
3. Insert: true

Advanced

Exercise: 9
Worknotes should be update when you are changed assignment group value
And display info message about assignment group updating

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

213
3. Fill the business rule form
4. Name: Worknotes should be update on assignment group change
5. Table: Incident
6. Active: true
7. Advanced: True

214
When to run
8. When: After
9. Update: True
10. Order:300

Filter Condition
Assignment Group Changes
Advanced

Exercise: 10
Condition
When incident state changes to On Hold and On Hold Reason is Awaiting
Change

Immediately the system should be creating new change record in to

(change_request) table

Action:

• Current logged in user set into Requested By

• Incident short description value set into Change Short Description
• Set change type is Normal
• Then display Info Message after created change record

215
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: Change is creating after updated incident with on hold state
5. Table: Incident
6. Active: true
7. Advanced: True

216
When to run

8. When: After
9. Order: 100
10. Update: True

Filter Condition

11. State changes to On Hold

12. On hold reason is Awaiting Change

Advanced

var gr = new GlideRecord('change_request');

gr.initialize();
gr.setValue('requested_by', gs.getUserID());
gr.setValue('short_description', current.short_description);
gr.setValue('type', 'Normal');
gr.insert();
gs.addInfoMessage(gs.getMessage("New change has {0} created",
gr.number));

217
Exercise: 11
When we Closed problem ticket then automatically all related incidents should
get closed
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: Auto closed all incidents when problem is closed
5. Table: Problem
6. Active: true
7. Advanced: True

218
When to run
8. When: After
9. Order: 250
10. Update: True

Filter Condition
11. Problem State Changes to Closed

Advanced

var gr = new GlideRecord('incident');

gr.addQuery('problem_id', current.sys_id);
gr.query();
while (gr.next()) {

gr.state = 7;
gr.close_code = 'Solved (Work Around)';
gr.close_notes = 'Sucessfully fixed issue';
gr.setWorkflow(false); //don't want run other business rules
gr.update();
}

219
Exercise: 12
Incident task should be creating automatically an incident is created and
Caller, Category, Priority, Short Description, Description, State and work
notes fields should be copied to Incident task from incident.
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

220
3. Fill the business rule form
4. Name: Incident task should be creating automatically when new incident
is created
5. Table: Incident
6. Active: true
7. Advanced: True

221
When to run
1. When: After
2. Order: 350
3. Insert: True
Advanced

var gr = new GlideRecord('incident_task');

gr.initialize();
gr.incident = current.sys_id;
gr.priority = current.priority;
gr.assignment_group = current.assignment_group;
gr.assigned_to = current.assigned_to;
gr.cmdb_ci = current.cmdb_ci;
gr.work_notes = 'New incident task has created from ' + current.number;
gr.short_description = current.short_description;
gr.description = current.description;
gr.insert();
gs.addInfoMessage('Incident task has created # ' + gr.number);

Advanced

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Exercise: 13
Date validation, End date should be always greater than start date
Need to create 2 custom fields (Start Date and End Date) in Incident table
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: End date should be always greater than start date
5. Table: Incident
6. Active: true
7. Advanced: True

223
When to run
8. When: before
9. Order: 100
10. Insert: True
11. Update: True

Advanced

var st_date = current.u_start_date.getGlideObject().getNumericValue();

var end_date = current.u_end_date.getGlideObject().getNumericValue();

if (st_date > end_date) {

gs.addErrorMessage('Start date can not be greater than end date');

current.setAbortAction(true);

224
225
 Async Business Rules

Working with Async Business Rules

Async business rule run in background and are mostly used to handle things
which are not required to be shown to the user after insert/update.
Async business rules are used to update information on related objects that
do not need to be displayed immediately such as calculating metrics and SLAs
When the scheduler runs the scheduled job created from the business rule.
The system creates a scheduled job from the business rule after the user
submits the form and after any action is taken on the record in the database.
Async Business Rule is triggered when user submits the form and any action
is taken on the record in the database however it creates a schedule and run
the job.

Major Use Cases of Async Business Rule:

• Send REST API call to another application on update of any ticket.
• Calculating SLAs and Metrix
• Create events through event registry
• Use to update information on the current object
• While importing data into Servicenow table, the new user record is
inserted & notification is send to user's manager.
• Sending email notifications through events

Note: We cannot use “changes (), changesTo (), and changesFrom ()”
methods in the scripting in Async Business Rules.
Note: Asynchronous business rules do not have access to the previous
version of a record.

226
Difference between After and Async Business Rules

After BR Async BR
After business rule is used when Whenever async business rule runs
some fields needs to be updated it create a scheduler for it in
and displayed to the user background and based on the
immediately after user saves the availability of the nodes in
record. Servicenow it will execute.
After business rules are used to Async business rule is required
update information on related when something is to be performed
objects that need to be displayed in Backend for updating some
immediately. other table data etc and user need
not know about that.
After the user submits the form Mostly used to trigger API call from
and after any action is taken on scoped app such as outbound
the record in the database. SOAP/REST

After Business Rules are executed Async Business Rules are executed
Synchronously Asynchronously
We can access Previous and We can’t access previous object
Current objects
User waits for response from and When the scheduler runs the
After Business Rules scheduled job created from the
business rule.
The system creates a scheduled
job from the business rule

Create Knowledge article after We cannot use “changes (),

close incident changesTo (), and changesFrom ()”
methods in the scripting in Async
Business Rules.
Update the work notes of child Calculating SLAs, Metrix and
incident when parent work notes Sending email notifications through
are updated events

227
Async Business Rule with Scripting:
We should create below objects to work with Async Business Rule

About Task
When we created new incident with category of network then immediately
send notification to assignment group
Working With
1. Event Registry
2. Notification
3. Business Rule

Exercise: 14

Create new event registry

Step 1: We need to create an event registry

Procedure
1. Navigate to System Policy→Events→Registry
2. Click on New

3. Fill the event registry form

228
 4. Event Name: incident.critical.network
5. Table: Incident
6. Fired by: Business Rules
7. Description: When we created new incident with category of network
then immediately send notification to assignment group
8. Click on Submit

Create new notification

Step 2: We need to create a new notification

Procedure
1. Navigate to System Notification→Email→Notification
2. Click on New

3. Fill the Notification form

4. Name: Critical incident with network
5. Table: Incident
6. Category: Uncategorized
7. Active: True
When to send
8. Send when: Event is fired
9. Event Name: incident.critical.network

229
Who will receive
10. Users: Provide your personal mail ID
11. Event parm 1 contains recipients: True
12. Exclude delegates: True
13. Send event creator: True

230
What it will contain
14. Subject: New incident has been created by Caller: ${caller_id} and
Category: ${category}
15. Message HTML: Caller:${caller_id}, Category:${category}

Create new Business Rule

Step 3: We need to create a new Business Rule

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

231
 3. Fill the business rule form
4. Name: Critical incident with network
5. Table: Incident
6. Active: true
7. Advanced: True

When to run
8. When: async
9. Order: 100
10. Insert: True

232
Filter Conditions
11. Priority is 1-Critical
12. Category is Network

Advanced
gs.eventQueue('incident.critica.network',current,current.assignment_group);

How to test Async business rules?

You can put some logs and see if those are printed in syslog table. You can
also perform some actions in the script like updating any other record in
another table and see if that record got updated or not. That way we can test
Async business rule

233
 Display Business Rules

Working with Display Business Rule

Display business rules are used to get data from server to client through
callback function

Major Use Cases of Display BR:

1. The data is read from the database, display rules are executed, and the form
is presented to the user.
2. The current object is available and represents the record retrieved from the
database.
3. Any field changes are temporary since they are not yet submitted to the
database.
4. To the client, the form values appear to be the values from the database;
there is no indication that the values were modified from a display rule. This
is a similar concept to calculated fields.
5. The primary objective of display rules is to use a shared scratchpad
object, g_scratchpad, which is also sent to the client as part of the form.
6. This can be useful when you need to build client scripts that require server
data that is not typically part of the record being displayed.
7. In most cases, this would require a client script making a call back to the
server. If the data can be determined prior to the form being displayed, it is
more efficient to provide the data to the client on the initial load.
8. The form scratchpad object is an empty object by default, and used
only to store name:value pairs of data.
9. Storing field value for client.
10. Displaying message on the current form.

g_scratchpad variable is main object for display business rules

234
Display BR without Scripting:
Exercise: 15
Display an info message when user opens any incident record where
the assignment group and assigned to field are empty.
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: Display info message on assignment group and assigned to are
empty
5. Table: Incident
6. Active: true
7. Advanced: True

235
When to run

8. When: display
9. Order: 100

Filter Conditions
10. Assignment Group is empty
11. Assigned to is empty

236
Action
Add message: True
Message: Assignment group and Assigned to both are empty

12. Click on submit

Exercise: 16
Display alert message that current caller is VIP or not
Create New Business Rule
Step1: Need to create new business rule
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: VIP Caller Display Business Rules
5. Table: Incident
6. Active: true
7. Advanced: True

237
When to run
8. When: display
9. Order: 200

Advanced
10. Condition: !current.isNewRecord()
11. g_scratchpad.is_vip = current.caller_id.vip;

Create New Client Script

Step 2: Need to create new client script
Procedure
1. Navigate to System Definition→Client Scripts
2. Click on New
3. Full fill client script form
4. Name: Current caller is VIP or Not
5. Table: Incident
238
 6. UI Type: All
7. Type: OnLoad
8. Active: True
9. Global: True
10. Description: Display alert message that current Caller is VIP or Not
11. Script

if (!g_form. isNewRecord () && g_scratchpad.is_vip) {

alert ('Caller is VIP ' +g_scratchpad.is_vip);
}

12. Click on Submit

239
13. Display Business Rule Result

Exercise: 17
Display current incident details like. Mail id, Priority and Category
Create New Business Rule
Step1: Need to create new business rule
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

3. Fill the business rule form

4. Name: Display current Incident details
5. Table: Incident
6. Active: true
7. Advanced: True

240
When to run

8. When: display
9. Order: 300

Advanced

10. Script

g_scratchpad.mail = current.caller_id.email;
g_scratchpad.pri = current.priority.getDisplayValue();
g_scratchpad.cat = current.category;

11. Click on Submit

241
Create New Client Script
Step 2: Need to create new client script
Procedure
1. Navigate to System Definition→Client Scripts
2. Click on New
3. Full fill client script form
4. Name: Display incident details
5. Table: Incident
6. UI Type: All
7. Type: OnLoad
8. Active: True
9. Global: True
10. Description: Display incident details
11. Script

function onLoad() {

alert ('Current Caller is ' + g_scratchpad.mail);

alert ('Current Priority is ' + g_scratchpad.pri);
alert ('Current Category is ' + g_scratchpad.cat);
}

242
Exercise: 18
Display count of associated incidents for particular problem
Create New Business Rule
Step1: Need to create new business rule
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

243
 3. Fill the business rule form
4. Name: Display count of incident for Problem
5. Table: Incident
6. Active: true
7. Advanced: True

When to run

8. When: display
9. Order: 400

244
Advanced

10. Script

var gr = new GlideRecord('incident');

gr.addQuery('problem_id',current.sys_id);
gr.query();
gs.addInfoMessage ('Associated incident count ' +
gr.getRowCount());

11. Click on Submit

245
How many ways you will get data from Server to Client
1. We are going to getting the data from Server to Client very frequently
2. Basically we have 3 ways of getting data from server to client

g_scratchpad

getReference

GlideAjax

Working with g_scratchpad variable

Exercise: 19
Display current record category
Create New Business Rule
Step1: Need to create new display business rule
Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

246
3. Fill the business rule form
4. Name: g_scratchpad variable example
5. Table: Incident
6. Active: true
7. Advanced: True

247
 When to run

8. When: display
9. Order: 500

Filter Conditions
Priority is one of 1-Critical or 2-High

Advanced

g_scratchpad.cat = current.category;

Create New Client Script

Step 2: Need to create new client script
Procedure
1. Navigate to System Definition→Client Scripts
2. Click on New
3. Full fill client script form
4. Name: Display current record category
5. Table: Incident
6. UI Type: All
7. Type: OnLoad
8. Active: True
9. Global: True
10. Description: Display current record category through scratchpad
variable
11. Script

248
 function onLoad () {
alert ('Current record category is ' +
g_scratchpad.cat);
}

12. Click on Submit

249
Working with getRefference
Exercise: 20
Display current record caller mail address
Procedure
1. Navigate to System Definition→Client Scripts
2. Click on New
3. Full fill client script form
4. Name: Display current caller email address
5. Table: Incident
6. UI Type: All
7. Type: OnLoad
8. Active: True
9. Global: True
10. Description: Display current caller email address
11. Script

function onLoad() {
var userEmail = g_form. getReference('caller_id', getMail);
}
function getMail(userEmail) {
g_form.addInfoMessage('Current caller email is ' +
userEmail.email);
}

250
 Script Include

What is Script Include?

Script Includes are reusable server-side script logic that define a function
or class. Script Includes execute their script logic only when explicitly called
by other scripts. There are different types of Script Includes

1. On demand/classless
2. Extend an existing class
3. Define a new class

251
On Demand Script Include
✓ A Script Include that defines a single function is known as an on
demand, or classless, Script Include.
✓ The function is callable from other server-side scripts. On demand
Script Includes can never be used client-side even if the Client
callable option is selected.
✓ A script template is automatically inserted into the Script field.
✓ The template does not apply to on demand Script Includes. Delete
the template and replace it with your function definition.
✓ The Script Include function is defined using standard JavaScript
syntax. The example shows an on demand Script Include:

The Script Include name must exactly match the name of the function. In the
example, both the Script Include and the function are named sumTwoNums.

The on demand Script Include is usable by any other server-side script

allowed by the Accessible from option. The example Business Rule script
uses the sumTwoNums on demand Script Include:

252
Although the sumTwoNums function is not defined in the Business Rule
script, the function exists because it is defined in the Script Include.

On demand Script Includes are typically used when script logic needs
to be reused. Examples include standardizing date formats,
enabling/disabling logging, and validating email addresses.

Working with On Demand Script Include

We should validate email address. The Script Include can be used by any any
application

Procedure
1. Add a string field (Requested for email) to the Incident table to
store an email address.
2. Use the Configure→Form Layout

253
 3. Create new field
4. Click on Add and Save

5. Field make Mandatory

254
Create New On Demand Script Include
Need to create new script include
Procedure
1. Navigate to System UI→Script Include
2. Click on New
3. Name: validateEmailAddress
4. API Name: global.validateEmailAddress
5. Accessible from: This application scope only
6. Active: True
7. Script

function validateEmailAddress(emailStr){
// Use JavaScript coercion to guarantee emailStr is a string
emailStr = emailStr + '';
// Compare emailStr against the allowed syntax as specified in the
regular expression
// If emailStr has allowed syntax, return true, else return false

if(emailStr.match(/^(([^<>()\[\]\\.,;:\s@"]+(\.[^<>()\[\]\\.,;:\s@"]+)*)|
(".+"))@((\[[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}])|(([a-zA-Z\-0-
9]+\.)+[a-zA-Z]{2,}))$/)){
return true;
}
else {
return false;
}
}

255
Use the Script Include in a Business Rule

Need to create new business rule

Procedure
1. Navigate to System Definition→Business Rules
2. Click on New

256
 3. Fill the business rule form
4. Name: Email Address Syntax Validation
5. Table: Incident
6. Active: true
7. Advanced: True

When to run
8. When: before
9. Order: 100
10. Insert: true
11. Update: true

Advanced

12. Script

var isEmail = validateEmailAddress(current.u_requested_for_email); //

If isEmail is false (email address syntax is not valid) do not save // the
record. Write an error message to the screen.
if(isEmail == false){
gs.addErrorMessage(current.u_requested_for_email + " is not a valid
email address. You must provide a valid email address.");
current.setAbortAction(true);
}

257
 Glide Ajax

Glide Ajax Overview

The Glide Ajax class enables a client script to call server-side code in a
script include.
To use Glide Ajax in a client script, follow these general steps.

1. Create a Glide Ajax instance by calling the Glide Ajax constructor. As the
argument to the constructor, specify the name of the script include class
that contains the method you want to call.
2. Call the addParam method with the sysparm_name parameter and the
name of the script-include method you want to call.
3. (Optional) Call the addParam method one or more times to provide the
script-include code with other parameters it needs.
4. Execute the server-side code by calling getXML().

Note: getXML () is the preferred method for executing the code, because
it is asynchronous and does not hold up the execution of other client code.
258
 Another method, getXMLWait(), is also available but is not recommended.
Using getXMLWait () ensures the order of execution, but can cause the
application to seem unresponsive, significantly degrading the user
experience of any application that uses it. getXMLWait () is not available
to scoped applications.

Glide Ajax Syntax Example

var ga = new GlideAjax('HelloWorld'); // HelloWorld is the script include class
ga.addParam('sysparm_name','helloWorld'); // helloWorld is the script include
method
ga.addParam('sysparm_user_name',"Bob"); // Set parameter
sysparm_user_name to 'Bob'
ga.getXML(HelloWorldParse); /* Call HelloWorld.helloWorld() with the
parameter sysparm_user_name set to 'Bob'
and use the callback function HelloWorldParse() to return the result when
ready */

// the callback function for returning the result from the server-side code
function HelloWorldParse(response) {
var answer =
response.responseXML.documentElement.getAttribute("answer");
alert(answer);
}

Extending GlideAjax

The GlideAjax class is used by client-side scripts to send data to and receive
data from the ServiceNow server. The client-side script passes parameters
to the Script Include. The Script Include returns data as XML or
a JSON object. The client-side script parses data from the response and can
use the data in subsequent script logic.

259
The incident form has a reference field called Requested for.
The Requested for field references a record on the User [sys_user] table.
The User table has a column called Email, which stores a User's email
address.

Recall that client-side scripts have access only to data from the fields on
a form. Although the incident form has a field that references
the User table, it does not have access to the Requested for's email
address which is stored in the database. This example will extend
the GlideAjax class. The new class will be passed a sys_id for
the User table and will retrieve and pass back the user's email address.

GlideAjax is used by g_form methods like getReference().

The getReference() method is passed a sys_id and returns that record
as a GlideRecord. The new class created in this demonstration is passed
a sys_id and returns only an email address and not an entire record.
Although the performance difference between returning an entire
record and a single value may seem negligible, performance is based on
all the calls occurring on a form and not a single call. If multiple scripts
save time, the cumulative effect can be noticeable

Working with Script Include, Glide Ajax and Client

Script
The Script Include must be client callable because it will be used by client-
side scripts.

The AbstractAjaxProcessor class is part of the Global Scope.

The GetEmailAddress Script Include is in the incident. To extend
the AbstractAjaxProcessor, the class must be prepended by the

260
scope: global.AbstractAjaxProcessor. The new class defines a method
called getEmail.

Excercixe:21
We should write a Script Include to create a client-callable Script Include by
extending GlideAjax. The new Script Include retrieves the Requested
for's email address from the User table.

Let’s start create new Script Include (Extend an existing class)

Procedure

1. Add two more fields (Requested for) and (Requested for email) to
the Incident table to get an email address.
2. Use the Configure→Form Layout

3. Create new field(Reference)

4. Click on Add and Save

261
 5. Crate one more string field (Requested for email)

Working with Script Include

We should create new Script Include

Procedure
1. Navigate to System UI→Script Include
2. Click on New
3. Name: getEmailAddress
4. API Name: Auto filled
5. Accessible from: This application scope only
6. Active: True
7. Script
8. Description: Script Include to return an email address. The calling
client-side script passes a sys_id for a User table record.
9. Client callable: True
10. Copy entire code template and paste into script field
11. Script
var getEmailAddress = Class.create();
// Extend the global.AbstractAjaxProcessor class
getEmailAddress.prototype =
Object.extendsObject(global.AbstractAjaxProcessor,{
// Define the getEmail function.
// Create a GlideRecord for the User table.
// Use the sysparm_userID passed from the client side to
retrieve a record from the User table.
// Return the email address for the requested record
getEmail: function() {
var userRecord = new GlideRecord("sys_user");
userRecord.get(this.getParameter('sysparm_userID'));
return userRecord.email + '';
},
262
 type: 'GetEmailAddress'
});

Working with Client Script and GlideAjax

We should create new client script
Procedure
1. Navigate to System Definition→Client Scripts
2. Click on New
3. Full fill client script form
4. Name: Get Email Address Through Script Include
5. Table: Incident
6. UI Type: All
7. Type: OnChange
8. Active: True

263
 9. Global: True
10. Description: Use the GetEmail Address Script Include to retrieve the
Requested for email address from the database when the Requested for
value changes.

11. Script

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

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

var getEmailAddr = new GlideAjax('GetEmailAddress');

// Specify the getEmail method
getEmailAddr.addParam('sysparm_name','getEmail');
// Pass the Requested for sys_id
getEmailAddr.addParam('sysparm_userID',
g_form.getValue('u_requested_for'));
// Send the request to the server
getEmailAddr.getXML(populateEmailField);
// When the response is back from the server
function populateEmailField(response){
// Extract the email address from the response, clear any value
from the email field,
// set new value in the email field
var emailFromScriptInclude =
response.responseXML.documentElement.getAttribute("answer");
g_form.clearValue('u_requested_for_email');

g_form.setValue('u_requested_for_email',emailFromScriptInclude);

264
 g_form.setDisabled('u_requested_for_email', true);
}
}

12. Script

Test Script Include and Client Script

1. Switch to the main ServiceNow browser window and use the browser
reload button to reload ServiceNow.
2. Open an existing incident record for editing (for this part of the exercise,
do not create a new record).
3. Change the value in the Requested for field to Fred Luddy.
4. The Requested for email field value should change
to [email protected]. If not, debug using the debugging
strategies explained earlier in this module. If you see a message about
cross-scope privileges, it was caused by ServiceNow detecting allowed

265
 use of an out-of-scope file (AbstractAjaxProcessor). You will see the
message only once.
5. Change the value in the Requested for field to Beth Anglin. The value in
the Requested for email field should change again and display Beth
Anglin.

►QUESTION: How does ServiceNow know which Script Include to call?

How does it know which method to use?

ANSWER: To identify the Script Include, pass the Script Include

name when instantiating the GlideAjax object. The addParam
() method selects the method to use from the Script Include
based on the value passed as sysparm_name.

Core Important Concepts:

1. Server-side scripts execute on the ServiceNow server and have
access to the database
2. Business Rules are triggered by database operations: query, update,
insert, and delete

Server-side script APIs include:

1. GlideRecord
2. GlideSystem
266
 3. Glide Sesson
4. Glide date
5. GlideDateTime
6. Glide Aggregation

Business Rule script logic is executed relative to

when the database operation occurs
1. before
2. after
3. async
4. display

Debug Business Rules using:

1. JavaScript Debugger - debug script logic
2. Debug Business Rule (Details) - debug condition script
3. Application log - view log messages
4. Script Tracer - Determine which server-side scripts execute as part of a UI
interaction

Use the Script Tracer to find information about:

5. State
6. Script
7. Transaction
8. Use the JavaScript Debugger to debug synchronous server-side scripts
9. See variable values
10. Set breakpoints
11. Set logpoints
12. Use the Console to evaluate expressions in the runtime environment
13. View call stack
14. See transaction information
15. Script Includes are reusable server-side logic

On demand/classless Script Includes

1. Cannot be called from the client-side
2. Contain a single function

Script Includes which extend a class

1. Inherit properties of extended class
267
 2. Do not override inherited properties
3. Most commonly extended class is GlideAjax

Script Includes which create a new class (don’t extend

an existing class)
1. Many applications have a Utils Script Include
2. Initialize function automatically invoked
3. Developers must create all properties

Interview Questions on Business Rules

QUESTION:1
Which of these classes are part of the ServiceNow server-side API?
More than one response may be correct.

1. GlideSystem (gs)
2. GlideUser (g_user)
3. GlideDateTime
4. GlideDate
5. GlideForm (g_form)

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ANSWER: Responses 1, 3, and 4 are correct. GlideSystem, GlideDateTime,
and GlideDate are part of the ServiceNow server-side API. The server-side
API also has a GlideUser class but the server-side GlideUser class does not
use the g_user object. If you are not sure whether a class is part of the
client-side or server-side API, check the API Reference.

QUESTION:2
Which one of the following describes when before Business Rules
execute their script logic?

1. Before a form loads

2. After a form loads but before control is given to the user
3. Before onChange Client Scripts
4. Before Business Rule Actions
5. Before records are written to the database

ANSWER: onBefore Business Rules execute their script logic before records
are updated in the database.

QUESTION:3
What is the difference between an after Business Rule and an async
Business Rule?

ANSWER: Both after and async Business Rules execute their script logic after
records are written to the database. after Business Rules execute their
logic immediately after a record is written to the database. async Business
Rules create scheduled jobs that run soon after a record is written to the
database.

QUESTION:4
Which of the following are NOT methods from the GlideRecord API? More
than one response may be correct.

1. addQuery ()
2. addEncodedQuery()
3. addOrQuery()
4. addAndQuery()
5. query()

ANSWER: Responses 3 and 4 are correct. addOrQuery () and addAndQuery

() are not methods from the GlideRecord API. If a script contains multiple

269
statements that use the addQuery () method the queries are ANDed. To
explicitly AND or OR a condition in a query, use the methods from
the GlideQueryCondition class.

QUESTION:5
Which of the following are NOT true about the current object? More than
one response may be correct.

1. The current object is automatically instantiated.

2. The current object property values never change after a record is
loaded from the database.
3. The current and previous objects are always identical.
4. The current and previous objects are sometimes identical.
5. The properties of the current object are the same for all Business
Rules.

ANSWER: Responses 2, 3, and 5 are correct. Although the current object's

property values do not have to change, they can. The current object's
property values are sometimes identical to the previous object's properties.
For example, the current and previous objects are identical immediately
after a record is loaded from the database. The properties of
the current object for Business Rules are dependent on table the Business
Rule is for.

QUESTION:6 What value does a Business Rule Condition field return if

the field is empty?

1. true
2. false
3. Nothing
4. ""
5. NULL

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ANSWER: Response 1 is correct. If there is no value in the Condition field,
the field returns true. Business Rule scripts only execute their script logic
if the Condition field returns true.

QUESTION:7
Examine the database tables and fields.

Based on the database, which one of the following is valid dot-walking

syntax?

1. u_requested_for.userID
2. current.u_requested_for.userID
3. number.userID
4. current.number.userID
5. previous.email.u_requested_for

ANSWER: Response 2 is correct. Dot-walking allows direct scripting access to

fields and field values on related records.

The dot-walking syntax is:

object.related_object.field_name

QUESTION:8
Which of the following are true about Script Includes? More than one
response may be correct.

1. Script Includes are reusable server-side script logic

2. Script includes can extend an existing class
3. Script includes can define a new class or function
4. Script includes can be client callable
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 5. Script includes execute their script logic only when explicitly called

ANSWER: Responses 1, 2, 3, 4, and 5 are correct. All of the statements

are true for Script Includes

Client Side Components

Client Scripts
UI Policy
UI Scripts
Catalog Client Script
Catalog UI Policy
Widget client script
UI Pages - Client script

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 Server Side Component
Business rule
Script include
Script action
Schedule job
Fix Scripts
Workflow run script
Email Scripts
Installation Exits
Widget server side script
ACL Script
Transform map scripts
Field map scripts
UI Actions
UI Pages - Processing script
UI Macros

Lesson-13
Flow Designer 273
 Agenda
1. Flow Designer Overview
2. Workflow Engine VS. Flow Designer
3. Archetecture of Flow Designer
4. Sequence of Flow Process
5. Process Flow Excecution Diagram
6. Different States In flow designer
7. Flow designer Features and
Advantages
8. What is Flow?
9. Triggers and Types of Triggers
10.Action Flow and Actio flow Order
11.Practice with more examples
12.Working with Integration HUB

Flow Designer Overview

Flow Designer is an application within service now platform this is new in the
Kingston release.
Main aim of this application the business owners use natural language to
automate business process, approvals, notifications, record operations,
and task executions. Enables you Lower risk for automation and accelerate
development by service now developers.

274
Flow Designer provide us rich capabilities for automating processes to
reduce repetitive tasks, allowing us to focus on high-value work .and record
operations without writing a single line of code.
Service now platform expand Flow Designer with Integration Hub to
integrate third party applications or services for more comprehensive
workflows and automation across your enterprise.
Now, anyone can build flows to deliver business solutions faster.
Out-of-the-box core actions and Service Now spokes (scoped applications
with Flow Designer content) accelerate flow creation.

Workflow Engine VS. Flow Designer

Workflow Engine is the tried-and-true method that requires a more
advanced developer but allows for more complex scenarios, including plenty
of readily accessible scripting blocks. We have many core activities for
automate our business process on service now application

Vs.
Flow Designer enables users to use natural language to automate tasks,
record operations, notifications, and approvals without having to write it in
code. It enables various process automation capabilities in a consolidated
design environment. Flow Designer lets you build multi-step processes simply
by dragging, dropping, and connecting steps.

If you are a beginner or not technical enough to build out processes in code,
Flow Designer is going to be your jam. Flow Designer reduces scripting so it
can be understood and created easily by the non-technical user. The same
end functionality can be tackled by both, but you are going to find Flow
Designer a lot easier to use.

Architecture of Flow Designer

We need to know that how flow designer working in servicenow platform
Flow designer may contain varies type of triggers, more actions, sublows and
flow logics

275
Trigger can define when to start our flow, which can be record based,
schedule based, or application based

Record-based triggers run a flow after a record has been created, updated,
or deleted. The flow can use the triggering record as input for actions.

Schedule-based triggers run a flow at the specified date and time. The flow
can use the execution time as input for actions.

Application triggers are added when the associated application is activated.

For example, the Metric Base trigger is present when
the MetricBase application is active.

Sequence of flow process

• When the flow trigger conditions occur or an API directly calls the flow,
the system creates an entry in the event queue to start the flow.
• The scheduler processes the event and starts the flow in the background.
• The system builds a process plan from the flow.
• The system runs the process plan using the record that triggered the flow.
• The system stores the execution details in a context record.

Process Flow Excecution diagram

This diagram will give you an idea how the flow is running

276
Different states in Flow Designer

Flow Designer States

Complete The flow is completed
successfully
In progress The flow is running. By default, a
transaction quota rule prevents flows
from running longer than an hour.
Waiting The flow is waiting for another event to
occur
Cancelled The flow was cancelled by user
Error The flow encountered an error and has
stopped running.

Flow designer Features and Advantages

277
Flow designer application providing great futures with in application
• Natural Language platform
• Less coding
• Handle complexity data
• Non-technical person also understands and work on it
• Create actions and reusable
• Allowing to call script include code snippets
• Schedule jobs for automate business process
• Included Integration Hub
• Connecting third party application
• Spokes feasibility
• Decouple business policy from processes
• Out-of-the-box flow triggers and action
• Reusability action
• Reduce development costs by providing a library of reusable
flow components created by service now developer
• Natural language is used to assist no-code users configure flow
components without having to know how to script,
• Process owners and developers can create, operate, and
troubleshoot flows from a single interface

What is Flow?
Flow is sequence of actions for automate business process in servicenow
platform A flow contains triggers and one or actions

278
What is trigger?
The trigger defines the conditions that when start the flow. When
our trigger condition is true, the system will start the flow.
Flow designer application can support three types
of triggers.
1. Record Based
2. Schedule Based
3. Application based

Record Triggers
Record triggers will be occurring when record was created or updated.

Record Triggers
Created Updated Created or Updated

We have three types of record triggers

Created Starts the flow when a record created in

particular table
Updated Starts the flow when a record is
updated in specific table. But need
to select when the will be run
Created or Starts a flow when a record is either created
Updated or updated in a specific table. Requires
selecting when to run the flow.

We need to follow below considerations

while creating record triggers
279
 1. Trigger condition should be unique on same table
2. Ignore records inserting or updated by import sets or update sets
3. Replace record triggers on Service Catalog tables with Service
Catalog application triggers

Date triggers
Date triggers are used to start a flow after a specific date and time or
repeatedly at scheduled intervals, depend on scheduled you selected
Because flows are processed asynchronously, a flow with a date trigger may
not run at the exact scheduled time its trigger conditions were met. For
example, if a scheduled flow is triggered during core business hours, the
system may have to process other events in the queue before it can run the
scheduled flow.

Date Triggers
Daily Starts a flow at a specific time every day.

Weekly Starts a flow at a specific time every week.

280
 Monthly Starts a flow at a specific time every month.

Run Once Start a flow once at a specific time but does

not repeated

Repeat Starts a flow at regular intervals you define.

Application triggers
Use application triggers to start a flow when application-specific conditions
are met.

Application Triggers
SLA Task Starts a flow when a MetricBase trigger is met.
Requires the MetricBase application.
Metric Base Starts a flow from a Service Catalog item request

Service Catalog Starts a flow from an SLA definition record

Inbound Email Starts a flow when our instance receive email

281
Flow Designer User Workspace and components
Flow designer user interface is used to create a new flow and
managing or modified existing flows

282
 What is Action in Flow?
Actions define the work performed by a flow. Now platform
included so many system actions

Flow Actions
▪ Create Record ▪ Copy Attachment
▪ Update Record ▪ Delete Attachment
▪ Delete Record ▪ Lookup Attachment
▪ Create task ▪ Move Attachment
▪ Lookup Record ▪ Create Attachment
▪ Log ▪ Get Catalog Variable
▪ Send Email ▪ Ask for Approval
▪ Create Catalog Task ▪ Create or Update
▪ Wait For Condition

How to add actions for your existing flow?

If you want, add an action to existing flow, click the Select to add
an Action, Flow Logic, or Subflow link.
283
Click on Action button to add an action

1. Use the action selection pane to select actions to add to a flow.

2. The actions are grouped by application. Within the application,
3. Actions are grouped in categories. For example, the ITSM application has
action categories for Assignment, Change, Incident, Problem, Request,
and Miscellaneous.
4. To see action details, hover over the action.

284
Every action has a different set of configuration fields. The configuration
fields are dependent upon what the action does.
For example, the Delete Record action needs to know the Table in which
to create the record and the field values for that record.

Annotation is defined identify the purpose of an action.

Define Actions in Order

As actions are added, they appear in numbered order in the flow.
The Select to add an Action, Flow Logic, or Subflow link is available to
add new actions to the end of a flow.

To add an action between actions in the flow, hover over the transition line
between the actions and click the Add Action, Flow Logic, or
Subflow button. The tooltip indicates where the action will be added.

285
 NOTE: The Add Action, Flow Logic, or Subflow button is only visible when
hovering over the transition line.

Flow Designer Roles

Flow Designer is the user interface used to create new flow and modified
existing flow and manage all aspects of flows. Users with a Flow Designer
role or the admin role can work with flows. Flow Designer roles are

1. flow_designer : Create New Flow and Modified Exist Flow

2. flow operator: View flow execution details, dashboards,
and logs
3. action_designer :Create and edit custom actions

Exercise-1: Working with predefined flow

In this exercise, we will open sample workflow (VTB Sample flow)

• First, we can view the flow's trigger and actions, which are Allready
configured
• Then we can execute the flow for better understand how it is working.
• Finally, we will see the results of the flow.

286
Requirement
In this practice exercise, we will see the Visual Task Boards (VTB) currently
owned by Beth Anglin. We will see an Incident assigned to Beth Anglin.
When a critical (Priority 1) Incident is created, the VTB Sample Flow creates
a Freeform Visual Task Board (VTB) and creates a card for the Incident in
the to Do lane.
Procedure
1. Navigate to Flow Designer application
2. Click on Designer module

3. Open VTB Sample Flow

287
4. Identify the trigger. The flow triggers when an Incident record is
created. What other conditions need to be met?
5. Checking the actions. How many actions does this flow have?
6. Review each action. What do the actions do?

288
Execute VTB Sample Flow
1. Impersonate with Fred Luddy
2. Check Fred Luddy Visual Task Board, it is empty

3. Create a new Incident record and (Fill all mandatory Fields)

Caller: Abel Tutor, Short Description: Network Issue, Priority: 1-Critical

Assigned to: Fred Luddy

4. In the VTB Sample Flow tab, click the Test button.

289
 5. Set the created Incident Record field to INC0010011.
6. Click the Run Test button.

7. When the flow has been executed, click the Close ( ) button to
close the Test Flow dialog.

290
Check Results of VTB Sample Flow

Let see results how the VTB sample flow added Visual T Board to Fred luddy
1. Impersonate with Fred Luddy

2. Navigate to Self-Service→Visual Task Board

3. Open P1-Icident and check the details

4. The Look Up action in the VTB Sample Flow finds the to Do lane in the
new VTB and adds the Incident to the to Do lane.

291
Exercise-2: Critical-1 Incident Flow

Requirement:
When customer created Priority-1 incident (Flow Will Start)
Trigger Condition
Incident Created where (priority is 1-Critical, and active is true
Actions
1. If Incidents short description value contain ‘Issue with networking’ (If
Condition
2. Auto assign the value to assignment group is Network and
Incident Caller Manger add as a Watch List (Update Incident Record)
3. Add one work note link to context( To see execution details)
4. Send Email to Caller about incident creation

• To: Incident Caller

• CC: Caller Manager
• Subject: New P1 Incident created by: Caller Name
• Body : P1 Incident Reference number: Incident Number

Assignment group: Incident Assigned Group

Incident Assigned To: Incident Assigned to

5. Add assigned group users to task conversation

Procedure
1. Navigate to Flow designer→Designer

2. Click on Designer
292
 3. Click on Flow (To create New Flow)
4. Fill all required details for flow record

5. Name: Critical-1Incident Flow

6. Application : Global
7. Description: When we created a Priority-1 incident (Flow Will
Start)
8. Click on Submit

293
9. Click on + to add Trigger Condition

10. Annotation: Flow will start on priority 1 incident

11. Trigger: Created
12. Table : incident
13. Condition : Active is true and priority is 1-critical
14. Click on Done

294
15. After created trigger condition it will show look like below
screen shot

295
Create Actions

Create multiple actions for your flow to automate your business

process

Procedure
1. Open your Priority-1 Incident Flow
2. Click on Action + icon
3. Click on Flow Logic button

4. Select If statement
5. Fill the If condition record (Check condition to If Evaluted true
then perform next operation)

6. Annotation: Short description contain Issue with networking,

then perform below operations
7. Condition : Issue with networking
8. Condition1 : Trigger→Incident Record→Short Description
Contains Issue with networking

296
9. Use Data pill to fill condition 1

10. Click on + icon Add more actions to your flow

11. Click on Action button

297
 12. Fill action form

13. Action: Update Record

14. Record: Trigger→Incident Record
15. Assignment group: Network
16. Watch List: Trigger→Incident
Record→Caller→Manager→Name
17. Click on Done

298
 18. Add work note link to context
19. Click on + Icon
20. Create new action

21. Fill Add worknote link to context form

299
 22. Action : Add work note link to context
23. Table: Incident
24. Record: Trigger→Incident Record
25. Journal Field: Work notes
26. Additional Comment: New P1 Incident created by:
Trigger→Incident Record→Caller→Name
27. Click on Done

28. Add Send Email Action

29. Click on + Icon
30. Click on New Action

300
31. Fill Send Email action Form

301
32. Action: Send Email
33. Target Record: Trigger→Incident Record
34. Include Watermark: Checked
35. Table: Incident
36. To: Trigger→Incident Record→Caller→Email
37. CC: Trigger→Incident Record→Caller→Manager→Email
38. Subject: New P1 Incident cretaed by behalf of you
Trigger➛Incident Record➛Caller➛Name

39. Body

40. Click on Done

41. Add Group Users to Task Conversation Action

42. Click on + Icon
43. Click on New Action

302
44. Fill Group Users to Task Conversation action Form
45. Action: Group Users to Task Conversation
46. Task Record[Task]:Trigger→Incident
47. Group→ Trigger→Incident→Assignment Group

48. Click on Done

49. After Created Flow successfully then Save and Activate your
flow

303
Test Your Flow
1. Navigate to→Flow Designer
2. Click on Designer Module

3. Click on Flows tab (Display list flows)

4. Open Your flow which is implemented by you

304
 5. After open your flow click on Activate button (activate your flow)

6. Open dialog window clicks on Ok button

7. Click on Test button

305
 8. Click + and Create New Incident
9. Fill all required details

10. Click on Submit

11. Select your test record and click on Run Test button

306
12. Click on Execution Details link to see execution history of your
flow

13. If you want check each action details as expanded

307
Exercise-3:
Incident state changes to on-hold and hold reason is
awaiting change then the the will start

Requirement
When Incident record state update with on-hold and on hold
reason is awaiting change then this flow will start

Trigger Condition
Incident updated where (state change to 3, and on hold reason is
Awaiting Change)

Actions
1. Ask for Approval
CAB Department need to approve for create new change
2. If CAB Person Approved then
At least 2 members need to approved
3. Create a change request record with following fields
• Configuration Item
• State
• Short Description
• Assignment Group
• Assigned To
• Category

308
4. Update Incident Record with below fields
• State is closed
• Work notes
• Resolution Code
• Resolution Note
5. Log Action
Store a log file into system for better understand
6. Send Email
• To: Incident Record Assigned group mail
• CC: Incident record assigned to
• Subject: New change record was created for this incident
• Body: When CAB manager approved, Change request will be
created automatically
7. Slack Post Message
• Web hook URL:
https://hooks.slack.com/services/T012W8WQ718/B0138
UAMY5P/6qTq2AGvhpXZ7mFUdUGW2zSm
• Message :Defined your message
• Username : Servicenow

8. Post Incident Details Microsoft Team Message

• Your Webhook URL
https://outlook.office.com/webhook/000d77d7-4fc8-47ea-951a-
d869ba2ae2e9@78c0a43d-bc3b-47ff-b313-
95e3f31c56c2/IncomingWebhook/706018012d4b44319aa81884ee
57779d/7a12d0fd-03d4-4e27-b4fe-4c55efdfa7b0

• Title: New change record is created

• Additional Message: Working with new change record

309
1. Create Trigger Condition
2. Click on + Select add to a Trigger
3. Click on Done

4. Add Ask For Approval Action

310
5. Click on Done
6. Add Flow Logic

311
 7. Click on Done
8. Add action Create Record

9. Click on Done
10. Add Update Record Action

312
11. Click on Done
12. Add Log Action

13. Click on Done

14. Add Send Email Action

313
15. Click on Done
16. Add Post Message action from Slack spoke (Internal
Communicator)

314
17. Click on Done

18. Click on Done

19. Get Flow Designer Condition and action Diagram below

315
316
Exercise-4: Create a flow with service catalog item
If you want work with service catalog item flow process, need to activate
the Flow Designer support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer). This plugin activates related
plugins if they are not already active.
Requirement
When customer requested for add a role to user through Service
Catalog item Then this this flow will start
Trigger Condition
Select Service Catalog trigger
Actions
1. Get catalog variables
Get catalog variables from catalog item template
2. Ask for Approval
Ask approval for requester manager
3. If Condition
If manger approved the request (Move to next activity)
4. Create User role record
Create user role record in [sys_user_has_role] table
5. Else Condition
If manager rejected the request, then rejected and create log
information about reject reason
Procedure
1. Create a catalog item to run our flow
2. Navigate to Service Catalog →Catalog Definition→Maintain Item
3. Click on New
4. Fill Catalog Item form

5. Create two variables into your catalog item

317
6. Save the record

Create a flow for this service catalog item

1. Navigate to Flow Designer→Designer
2. Click on New flow
3. Fill flow Properties form

7. Click on Submit
8. Add Trigger Condition

318
 9. Click on Done
10. Add more actions to our flow
11. Add Get Catalog Variables to get catalog item variables

12. Click on Done

13. Add Ask for Approval Action

319
14. Click on Done
15. Add If Flow Logic

16. Click on Done

17. Add Create User Role Record Action

320
 18. Click on Done
19. Add Else Condition Flow Logic

20. Add Log Action

21. See Flow design diagram below

321
Add this Flow to our Catalog Item
22. Navigate to Service Catalog→ Catalog Definition→ Maintain
Item
23. Open Request a role for user Catalog Item
24. Go to Process Engine Tab
25. Add our flow

322
26. Save catalog Item record
27. Click on Try it button in the same item
28. Fill the two variables and Click on Order Now Button

Test Our Flow

1. Navigate to Flow Designer → Designer
2. Open Flow Tab
3. Open the Flow

4. Save and Active Flow

323
5. Click on Executions
6. Check our Flow Execution
7. It is showing waiting for manager approval

8. If the manager is approved the request, then Roles will be add to

user record
9. And Flow will be Completed

324
Interview Questions

1. If you want to include an SLA timer in your process use

Ans: Workflow
2. If you have new business process you would like to automate use
Ans: Flow Designer
3. If your instance is on Kingstone or newer release use work flow
or flow designer
Ans: Flow Designer
4. If you want modify existing logic already developed using
workflow use
Ans: Workflow
5. If you don’t want use script, then go for Workflow or Flow
Designer
Ans: Flow Designer
6. Automated sequence of action that run each time when
conditions are meet

Ans: Flow

7. Must be evaluate true for a flow to execute

Ans: Trigger Condition
8. Reusable operations provide by service now in the base system
Ans: Core Actions
9. Role that grants access to flow designer operations information
Ans: flow_operator
10. Role that grant users access to Flow Designer
Ans: flow_designer
11. View run time information about a flow directly in the design
environment
Ans: Execution Details

325
12. Created every time an action is added to a flow and stores
variables the action generates

Ans: Data Pills

13. A sequence of reusable actions that can be started from a flow,
subflow, or script
Ans: Subflow
14. Required by a Flow but not Subflow
Ans: Trigger
15. It is good practice to create subflow with this type of
application
Ans: Scoped Application
16. Passes data between the subflow and a flow, subflow, or script
Ans: Input and Output
17. Stores the available data from each section that can that can
be used by the subflow
Ans: Data Panel
18. The section can include Actions, Flow Logic, or Other subflows
Ans: Actions
19. Flow Logic that populates the output with data
Ans: Assigned Subflow Output
20. Controls if and when an action or subflow is executed
Ans: Flow Logic
21. When a series of conditions are meet the action(s) below the
condition are executed

Ans: If
22. Optional conditional statement to execute actions when an if
statement is false
Ans: Else if/Else
23. Flow logic that executes actions within this statement on every
record in the list

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 Ans: For Each
24. Repeatedly apply one or more actions until the condition is
meet

Ans: Do the following until

25. Execute multiple action at the same time
Ans: Do the following parallel
26. Compare input values to a decision table to determine the
actions(s) to execute

Ans: Make a decision

27. Set the amount of time the follow should pause. A duration
and schedule are required

Ans: Wait for a duration of time

28. Workflow that are active and published can be called flow
designer

Ans: Call a Workflow

29. Used within an If, Else if or Else to stop a flow/subflow
Ans: End
30. Specify what is returned in the subflows output
Ans: Assign Subflow Output
31. Role that enables a user to launch the action design
environment to create and edit actions

Ans: action_designer
32. Reusable operation that enable process analysts to automate
Now Platform features

Ans: Action
33. A container for any combination of actions, Flow Logic, and
Subflows

Ans: Action Section

34. By default, flows are set to use this number of actions per flow
Ans: 50 Actions
35. Service now provided action available to any flow subflow

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 Ans: Core Action
36. Provides a way to create functionality that is not available in
the base instance

Ans: Custom Action

37. Roles required to use the action designer
Ans: action_designer or Admin
38. This grouping of reusable operations makes them easier to find
and maintain

Ans: Spokes
39. A single reusable operation in the Action Designer that carries
out the work

Ans: Action Step

40. Name 3 characteristics of a flow
Ans
• Performs the same predefined process every time it executes
• Automates business logic for an application or process
• An Automated sequence of action that run each time condition is
meet

41. A trigger specifies when a flow should execute

Ans: True
42. Name 2 benefits of testing flows in the design environment
Ans
• Triggers are simulated which automatically begin the
execution of the flow,
• Multiple test can be run against the same test record

43. Name 3 Characteristics of an action

Ans
• Reusable operations for automating system features,
• Automates process outside of a Service now instance
• Enables Execution of third part communication APIs

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44. Name 3 Trigger Types
Ans: Record based, Schedule-Based, Application
45. What are subflow inputs responsible for
Ans: They specify the data available to the subflow when it launches
46. When a flow is processed the system stores the execution
details in a record in the Log[syslog]table
Ans: False
47. Name 2 roles grant full access to all flow designer features in every
application scope

Ans: flow_designer, admin

48. A single reusable operation within an action is known as an

Ans: Action Step
49. 2 reasons why it is considered a good practise to always create
Flow Designer content within a scoped application vs. The
‘Global’ scope

Ans
• Scoped helps categorize content and makes it easier to maintain and
release
• Scope protects an application and its artifacts from damage to, or
from other application

50. Name 3 components of an Acton

Ans: Step, Output, Input

51. Name of the run trigger option that must be selected for the
flow to execute every time the trigger condition is meet

Ans: For each unique change

52. What should you do if you find yourself repeatedly configuring

actions with same configuration settings

Ans: Create custom action pre-set with the configurations required

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53. Name 3 benefits of the Flow Designer

Ans:
• Reduce development costs by providing a library of reusable flow
components created by service now developer
• Natural language is used to assist no-code users configure flow
components without having to know how to script,
• Process owners and developers can create, operate, and troubleshoot
flows from a single interface

54. For a flow to be available for execution in the instance, it must

be
Ans: Published

55. What are action outputs

Ans: Data Variables used within the action

56. An action specifies what the flow should execute

Ans: True

57. What occurs every time an action is added to a flow

Ans: Data Pills are created to capture runtime variables

58. What is the Action Designer used for?

Ans: Enables a user to launch the design environment to create

and edit actions

59. Name 2 characteristics of a subflow

Ans:
• Contains input and output that pass data to and from the subflow.
• Sequences reusable actions that can be started from a flow, a
subflow, or a script

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60. What is main purpose of flow logic

Ans: It is the programming structure to make decisions, branch, and

make logcal choices based on user input

61. Why are subflow properties important

Ans: They can set a protection policy as well specify the runs as setting

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 Lesson-14
Knowledge Management Life
Cycle and Sate Model

Agenda
Knowledge Management Overviev
Available Roles in Knowledge Management
Knowledge Management Usage and Benefits
Knowledge Management Architecture
Knowledge Mnagement Life Cycle and State Model
Describe key knowledge management personas
Workflow of a Knowledge Articles
Knowledge Management Properties and Features
Knowledge Management Article Versioning
Describe the article quality index and how to execute the check list
Have an understanding of the available management
dashboards, reports, home pages in service now platform
Use of Knowledge article template

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Knowledge Management Overview
Knowledge management is an application with in service now platform.
The service now knowledge management application is used to sharing of
information as knowledge base. These all knowledge basses may contain
number of knowledge articles. This application will support the process of
Knowledge management and sharing the documents in our business unit.

Information becomes knowledge once it is documented, actionable and can

be shared and consumed. The Knowledge Management Service Portal
enables users to access a portal view of knowledge bases and articles. It is
available by default for new customers.Knowledge management allows
create and categorize knowledge article as per business requirement.
Knowledge management will gather all knowledge articles which are what
user read the information.

Knowledge management classified into

▪ User Criteria for KB base

▪ Provide troubleshooting tips
▪ Maintain company rules and policies
▪ Process Documents
▪ FAQs
▪ Questions and Answers
▪ Technical Solutions
▪ Categorized Articles
▪ Getting Feedback about each KB article
▪ Self Service Opportunities
▪ Workflow for Published and Retired of our KB article
▪ All users can search for knowledge on the Service Portal
▪ Provide articles in Incident form
▪ Articles are organized by category
▪ Describe the purpose and goals of knowledge management
▪ Increase knowledge relevancy by empowering agents and employees to
capture knowledge articles in context during work processes, such as
case or incident management.

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 Knowledge Management Roles

KM Roles
Knowledge Access Knowledge Application
menu and Articles
knowledge_manager Knowledge managers perform
administrative functions for
knowledge bases they manage
such as defining categories, pinning
important articles,
knowledge_admin Knowledge administrators can
create new knowledge bases and
manage all KB
admin Service now Administrators can
configure knowledge workflows,
set knowledge properties, and
manage knowledge forms and
homepages.
KM Coach Review Link Quality, Performs AQI
Surveys, Leverages AQI Coach
knowledge team

Knowledge Management Usage and Benefits

• This application will save time and money for user or customers
• Reducing the time duration employees spend searching for documents
and information,
• It will minimize resolution times, and empowers knowledge users and
consumers to increase incident deflection.
• Reducing repeated kind of services following by knowledge articles
• Self-service perspective, through knowledge articles, communications,
the ability to interact with other users, and through automated-support.
• Find the required answer fast followed by KA
• Articles are help more to Help Desk agents and Customers to full fill self-
service opportunities
• Increase user satisfaction
• Promote Knowledge Sharing
• Drive Continuous Improvement
• Track usage and governance
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KM Architecture
Knowledge management application going to follow certain procedure to
Create, Publish and Retired of desired articles

Follow KM process flow in below diagram

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Knowledge Management Life Cycle

Knowledge management consist different states to move our knowledge article

By default, to be able to search for and find a knowledge article, it must be in
a Published state. Service now includes 4 stages for a knowledge article in its
baseline*

Review
(2)

Draft1 Publish
(1) (3)

Retire
(4)

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 KM Workflow Stages
Draft Knowledge base contributors create
draft knowledge articles
independently (or from existing task
records with the Knowledge
Advanced plugin*)
Review Subject Matter Experts (SMEs)
and/or knowledge managers review
the knowledge article for content
accuracy and formatting
consistency.
Publish Once the knowledge article is
reviewed and approved, the article
is published to the knowledge base.
Retire The knowledge manager may retire
the article once it reaches its valid-
to date, or re-engage with SMEs to
publish a new version.

Knowledge Management State Model

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Scope and Requirements
To get started with Knowledge Management, your organization must
define the knowledge scope and requirements. Consider the following:

1. What are the objectives of your organization? Think about both quick
wins and long term goals.
2. Identify your knowledge consumer groups. These groups will define the
requirements for the User Criteria records in Service Now. Examples
include:

• External Customers
• Internal End Users
• Service Desk Members
• HR Employees
• Users within a specific region

3. How should you structure your knowledge base(s)? Every organization's

needs are different. Understanding ServiceNow's
knowledge access capabilities will help you make that decision.
Knowledge visibility can be restricted to the knowledge base level, the
knowledge article level, and even at the field level within a knowledge
article. Once the knowledge bases are defined, you will need to
determine:

1. The categorization schema

2. The knowledge base author(s), owner and managers
3. The publish and retire workflows for the knowledge bases
4. When can knowledge be created?
5. What notifications are needed and who should receive them?
6. Will consumers be able to provide feedback? How will feedback be
managed?
7. Understand the risks within your organization. What areas have the
weakest documentation and rely the most on specific individuals for work to
be done?
8. Will you use knowledge templates? Are you using them today? What are
the key attributes of your knowledge? These attributes should be defined in
your templates.
9. Where is your organization's knowledge sitting today? You will need to
determine if you should migrate current articles to service now,
create new knowledge articles, or if there should be integration to service
now with your knowledge repository.
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1. As part of this exercise, evaluate the accuracy and validity of current
knowledge to determine what should stay, what should go, and what needs
to be updated.

Continue reviewing this course to get an overview of Knowledge

Management in service now.

What is Knowledge Base?

1. A knowledge base acts as a container of knowledge articles in Service

Now.
2. Knowledge bases are the highest level of organization and access
control for knowledge articles.
3. Each knowledge base can have its own owner, manager, publish
workflow, retire workflow
4. Knowledge base can have commenting, suggesting, category editing,
and social question and answering active or inactive.

Exercise 1: Create Knowledge Base

Let’s start create a new knowledge base in service now
Procedure
1. Navigate to Knowledge→Administration→Knowledge Bases

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2. Click on New Button

3. Fill Knowledge Base Form

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4. Provide unique name of the knowledge base (HR Knowledge Base)
5. Publish Workflow: Knowledge-Instant Publish
6. Retire Workflow: Knowledge-Instant Retire
7. Click on Submit

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8. New knowledge Base was created successfully

Note: Once the knowledge base is created and saved, additional configurations
can be set for the knowledge base.

Exercise 2: Create Knowledge BaseCategory

List of knowledge categories and sub-categories associated with this

knowledge base.

Procedure
1. Navigate to HR Knowledge Base→Knowledge Categories
2. Click on New

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3. Label: Payroll
4. Value: Payroll
5. Click on Submit

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6. Create one more Knowledge Base Category(On-Boarding)

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Exercise 3: Create New Knowledge Article
The list of knowledge articles stored in this knowledge base. New
knowledge articles can be created from knowledge tab

Procedure
1. Navigate to HR Knowledge Base→Knowledge
2. Click on New

3. Fill Knowledge Article Form

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 4. Knowledge base: HR Knowledge Base
5. Category: On-Boarding
6. Valid to :2022-02-18
7. Article type: Wiki
8. Wikitext: Post some content into your article

9. Click on Submit
10. Publish your Knowledge Article
11. Click on Publish

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Exercise 4: Publish Knowledge Article
When we created a knowledge article the by default state is Draft
Procedure
1. Click on Publish button to to publish your article (with out approval)
2. Publish workflow got select (Instant Publish) for this knowledge base

3. Check your knowledge article in Incident Table

4. Navigate t to Incident→Click on Create New Module
5. Type Employee On-Boarding in short description filed
6. Find our knowledge article here

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 Exercise 5: Retire Knowledge Article
We can retire the latest published knowledge article. Retiring a knowledge
article does not create a new version. It simply marks the article as Retired.

Procedure
1. Navigate to HR Knowledge base→On-Boarding→Employee On-Borating
2. Knowledge article will be retire depends on Valid to or
3. Retire your knowledge article forcefully
4. Click on Retire Button
5. Article will be retired (without approval) Instant Retired

Note: Once Knowledge article is retired, the article is not visible any
customers until to republish it

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User Criteria
We specify user criteria for a knowledge base to restrict which users are
granted access to read and contribute knowledge articles to that knowledge
base.
You can assign user criteria to control read or contribute access. For example,
you could enable all users in your Support department to have contribute
access to a knowledge base by creating a user criteria record with the required
department set to Support, and then including the user criteria record in the
Can Contribute user criteria.

Exercise 6: Configure User Criteria for Our Knowledge

Base

Let’s start create a new user criterion for our knowledge base
Visible to only HR Department people and company is ACME China

Procedure
1. Navigate to Knowledge→Administration→User Criteria
2. Click on New Criteria Record

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3. Fill user criteria form

4. Name: HR Knowledge User Criteria

5. Companies: ACME China
6. Department:HR
7. Click on Submit
8. Add your new user criteria to HR Knowledge Base
9. Open HR Knowledge Base Record
10. Open Can Read Tab
11. Click on Edit button
12. Add your Criteria

13. Check your user criteria whether it is working properly or not

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 Related List Description
Can Read Users can read knowledge
articles in the knowledge base.
Cannot Read Users can't read knowledge
articles in the knowledge base.
Can Contribute Users can create, modify, and
retire knowledge articles in a
knowledge base. Contribute
access to a knowledge base also
provides read access to all
articles in the knowledge base.
Cannot Contribute Users can't create, modify,
retire, or read knowledge
articles in the knowledge base

1. In the selected related list, add the required user criteria.

2. To add a new user criteria record, click New, specify the required fields,
and then click Submit.
3. To add an existing user criteria record, click Edit, move the required user
criteria from the Collection column to the Knowledge column, and then
click Save.
4. On the Knowledge Base form, click Update.

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Knowledge –Centered Service (KCS)

Knowledge-Centred Service configuration (KCS) is a method for the creation

and continuous improvement of knowledge based on the experience of
agents and the patterns observed by knowledge reuse.

1. Knowledge Management provides features

2. To improve knowledge article quality reviews,
3. In-context knowledge capture
4. Feedback management.
5. Article Quality Index
6. Knowledge demand insights

KCS strongly supports and enables the Solve & Evolve Loop through reward
learning (a positive reinforcement methodology), collaboration, sharing and
improving knowledge by enabling both agents and end users to interact with
knowledge by flagging, fixing, updating, and creating new knowledge.

The Solve Loop includes resolution activities that work to capture and re-use
resolution steps. The Evolve Loop focuses on assessment and improvement
activities. Together the Solve & Evolve Loops create a self-correcting system
that is co-dependent of one another.
Throughout this course we will discuss ways to implement KCS principles in
Service Now. While not every organization will be mature enough in their
Knowledge Management journey to implement all parts of KCS right away,
there will be pieces that can and should be leveraged at any point of maturity.

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Leveraging Knowledge Management in Service Now will:

 Reduce documentation search time

 Increase incident and case deflection
 Reduce resolution and fulfillment time for incidents and cases
 Enhance resolution collaboration across teams
 Improve customer productivity and overall user experience
 Improve resolution quality and consistency
 Support the activities within the Solve & Evolve Loops

Knowledge Management Workflows

ServiceNow follows workflow automation to publish and retire knowledge
articles. There are two defined workflows available as part of the baseline for
both publishing and retiring a knowledge article. These baseline workflows
can be used as-is or customized for your environment.

Publishing a knowledge article

The Publish workflow will move a knowledge article between the Draft and
Publish stages. It defines what, if any, approvals are required to move stages.
It will also define if any notifications are required, and who they are sent to.
By default, there are two publish workflows available for knowledge:

Note: Publishes articles in the knowledge base without requiring an

approval.

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 Retiring a knowledge article
The Retire workflow will move a knowledge article between the Publish and
Retire stages. It defines what, if any, approvals are required to move stages. It
will also define if any notifications are required, and who they are sent to.
By default, there are two retire workflows available for knowledge:

Note: Retires articles in the knowledge base without requiring an approval.

Note: Requests approval from the manager(s) and owner of the

knowledge base before moving the articles to the retired state.

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Thank You

355