Introduction to ServiceNow1

8/10/2019 Introduction to ServiceNow1

1/122

PDF generated using the open source mwlib toolkit. See http://code.pediapress.com/ for more information.

PDF generated at: Tue, 18 Nov 2014 21:03:04 PST

Introduction to ServiceNowPart 1 of 2


2/122

ServiceNow Basics 1

ServiceNow Basics

Overview

The articles in this category help employees, IT support staff, and ServiceNow administrators use the ServiceNow interface and perform

self-service activities.

User Interface

Navigate and use the standard user interface.

Self-Service

Use self-service features like homepages and knowledge articles.

Using Forms

Using Lists

Searching

[more]

Homepages

Knowledge Base

Service Catalog

[more]

Reports

View and create reports.

Creating Reports

Standard Reports

Report Types

[more]

Technical Support

Customer Support

ServiceNow offers world-class customer support to every customer. Quick solution paths can be found using

customer support tools such as user forums[1]

, blogs[2]

, product documentation[3]

, and useful solutions[4]

. The

Customer Support team, located in our support centers in San Diego, Amsterdam, and London, is comprised of

trained, experienced professionals with deep product knowledge and real-world experience. The goal of our

customer support effort is to help your team resolve issues as quickly as possible.

Customers working for commercial organizations can read this page to learn about obtaining customer support from

ServiceNow, including online resources and a customer support phone number. Customers working for governmentorganizations can obtain information specifically for their needs by reading the Customer Support for United States

Government Customers page.

Note: Customer Support does not provide assistance with implementations. Please contact the ServiceNow

Implementation Services[5]

team.
http://www.servicenow.com/services/implementation-services.htmlhttp://10.4.248.134/index.php?title=Technical_Support_for_United_States_Government_Customershttp://10.4.248.134/index.php?title=Technical_Support_for_United_States_Government_Customershttps://hi.service-now.com/nav_to.do?uri=kb_home.dohttp://wiki.service-now.com/index.php?title=Main_Pagehttp://community.service-now.com/bloghttp://community.service-now.com/forumshttp://10.4.248.134/index.php?title=Reportinghttp://10.4.248.134/index.php?title=Report_Typeshttp://10.4.248.134/index.php?title=Out-of-Box_Reportshttp://10.4.248.134/index.php?title=Creating_Reportshttp://10.4.248.134/index.php?title=Employee_Self-Servicehttp://10.4.248.134/index.php?title=Using_the_Service_Cataloghttp://10.4.248.134/index.php?title=Knowledge_Management_with_KCShttp://10.4.248.134/index.php?title=Customizing_Homepageshttp://10.4.248.134/index.php?title=Navigation_and_the_User_Interfacehttp://10.4.248.134/index.php?title=Introduction_to_Searchinghttp://10.4.248.134/index.php?title=Using_Formshttp://10.4.248.134/index.php?title=File:Use_small.png


3/122

Technical Support 2

Support Best Practices

ServiceNow suggests this customer support pathway for quick solutions:

1. Clearly identify the issue or question.

2. Visit the ServiceNow Wiki.

3. Search the ServiceNow Community[6]

.

4. Post a question on the ServiceNow Community forums [7]. You must create an account [8] in the ServiceNow

Community in order to post.

5. Open an incident via the online Customer Support system in HI[9]

.

6. Contact[10]

the Customer Support team.

ServiceNow Wiki

The ServiceNow Wiki is the main repository for ServiceNow product documentation. Recommended starting points

are the Main Page or the Site Map. The search functionality returns answers from both the wiki and the ServiceNow

community. Each article in the wiki offers comment and ratings functions. Participation and feedback are

encouraged. Questions concerning documentation can be registered on the Product Documentation forum in theServiceNow Community site or directly on each wiki page, using the Feedback tab.

ServiceNow Community

The ServiceNow User Community[11]

offers blogs, articles, forums, and events related to ServiceNow usage,

administration, and customization. Searching the Community returns answers from all parts of the Community site.

User Forums

User forums[7]

are an excellent resource for assistance with your ServiceNow instance questions. Forums are also

the place to discuss items related to ServiceNow functionality and processes with other users.

Knowledge Base

The Knowledge Base contains known errors, useful solutions, and troubleshooting tips to address commonly asked

questions. It can be accessed within HI[12]

by navigating to Self-Service > Knowledge.

ServiceNow Monitoring

ServiceNow has a robust monitoring and diagnostics framework based on delivering cloud service to the end user.

This framework helps detect, respond, predict, and prevent issues at each layer of the service dependency. For

additional information, see ServiceNow Monitoring - Overview and Insight[13]

in the HI knowledge base.

Support Basics

Hours: All support tools and materials are available on our websites 24 hours a day. The Customer Support team

is available 24 hours a day, 7 days a week, including all holidays.

Online Support: Customer Support system at hi.service-now.com[12]

. Customers receive user IDs during the

implementation process.

Phone Support: For information, see Contact Us[10]

.
http://www.servicenow.com/support/contact-support.htmlhttps://hi.service-now.com/https://hi.service-now.com/kb_view.do?sysparm_article=KB0529232https://hi.service-now.com/http://community.servicenow.com/forumshttp://community.servicenow.com/http://10.4.248.134/index.php?title=Talk:Technical_Supporthttp://10.4.248.134/index.php?title=Category:Contentshttp://10.4.248.134/index.php?title=Main_Pagehttp://www.servicenow.com/support/contact-support.htmlhttp://hi.service-now.com/https://community.servicenow.com/login.jspa?registerOnly=truehttp://community.servicenow.com/forumshttp://community.servicenow.com/http://10.4.248.134/index.php?title=Main_Page


4/122

Technical Support 3

Submitting an Incident

To report an issue, submit an incident. For help filling out the incident form, click More Information near each field

for details about that field or choice.

For all HI incident reports, you must select an incident type. It is essential for quick resolution of the problem that

you choose the most appropriate selection. Additional fields appear on the incident form based on the type you

specify. The type options are:

Question or request: For general information, select this option.

Something is broken: If the instance behaves in an unexpected way or does not perform the way it should, select

this option. The issue may be caused by a bug, misconfiguration, or user error.

Performance issue: If the entire instance or sections of the instance are operating slowly, select this option.

Outage: If the entire instance or sections of the instance are completely inaccessible, select this option.

Submitting a Non-Outage Incident

1. Navigate to Self-Service > Incidents > Create New Incident.2. Select an incident Type that is not an outage. For an outage incident, see the procedure following this one.

3. [Required] Select a Category.

If the incident affects multiple categories, select the most relevant one.

If you selected Performance in step 2, the Category field is hidden and the incident is automatically

assigned to the Performance category.

4. In Instance affected, specify the instance on which the issue is occurring.

If multiple instances are affected, select the one that is most critical and list the others in the Details section.

Customers can only select their instances. ServiceNow partners can select their own instances and the

instances of customers they manage.

5. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.

6. [Required] In Short Description, type a short summary of the incident. Up to 180 characters can be entered.

As you enter text in the Short Description field, the text is also automatically added to the Possible Solutions

field. A list of ServiceNow knowledge base articles, wiki pages, and community posts based on the short

description text appears automatically. Please note that community posts must be marked as Answered to be

included in the list. The ten most relevant articles appear at the top of the list. If you edit the text in the

Possible Solutions field, different search results appear automatically. Read the pages to find information and

a possible solution to your issue.

Incident Record Producer

7. Do one of the following:

If a specific article provides asolution to your issue, click

Fixed my issue next to the

relevant article. A feedback

and rating screen appears.

You can type specific

feedback and click a feedback

button.

If you found an answer to

your question by reading
http://10.4.248.134/index.php?title=File%3AIRP_possible_solutions.png


5/122

Technical Support 4

multiple articles, pages, or posts, click Found an answer. A feedback and rating screen appears. You can

type specific feedback and click a feedback button.

If there is no longer a reason to submit the incident, click Cancel submission. A feedback and rating screen

appears. You can type specific feedback and click a feedback button.

If you still need to file the incident, click Continue submission. Follow the remaining steps in this process.

8. Provide additional information.

The Type and Category specified on the first screen of the incident record producer are added to the top of

the Additional Information screen for reference.

Available fields on the Additional Information screen depend on the Type and Category specified.

Click More Information for details about a specific field.

9. [Optional] To add an attachment, click the paperclip icon and browse to a file. Attachments such as

screenshots, log files, and text files can provide additional, helpful information.

10. If you read any ServiceNow documentation, such as a wiki page, knowledge base article, or community post,

that did not provide an answer, copy and paste the URL into the text box to help us improve our product

documentation.

11. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for thisindividual incident, select a different time zone. On the incident record, the specified time zone appears in the

Requested time zone for incident field.

Incident Record Producer - Additional Information

12. Click Submit.

A feedback and rating screen

appears with the incident

number listed at the top. You can

type specific feedback and click

a feedback button. If you click a

feedback button, your new

incident is displayed.

Submitting an Outage

Incident

1. Navigate to Self-Service > Incidents > Create New Incident.

2. In Type, select Outage. For an incident that is not an outage, see the procedure preceding this one.

3. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.

4. In Instance affected, specify the instance on which the outage is occurring.

If multiple instances are affected, select the one that is most critical and list the others in the Details section.

Customers can only select their instances. ServiceNow partners can select their own instances and the

instances of customers they manage.

5. In Are all geographical locations affected?, select Yes if more than a one region is affected by the outage.

6. In Can you get to the login page?, select Yes if you are able to view and use the login page on the instance.

7. [Required] In Details, type a description and any information that could help ServiceNow resolve the outage.

8. In Do you know when this issue occurred?, select an answer. If you select Yes, I know the start and end time,

specify the time the outage started and stopped.

9. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this

individual incident, select a different time zone. On the incident record, the specified time zone appears in the

Requested time zone for incident field.

10. In Is this issue affecting all users or some users?, select an answer.
http://10.4.248.134/index.php?title=File%3AIRP_additional_info.pnghttp://10.4.248.134/index.php?title=File:Paperclip_icon.png


6/122

Technical Support 5

Incident Record Producer - Additional Information for Outages

11. [Optional] To add an attachment,

click the paperclip icon and

browse to a file. Attachments such

as screenshots, log files, and text

files can provide additional, helpful

information.


To stop and not submit an

incident, click Cancel

submission. A feedback and

rating screen appears. You

can type specific feedback.

Click a feedback button to

return to your home page.

If you still need to file the

incident, click Continue submission. A feedback and rating screen appears. You can type specific feedback

and click a feedback button. If you click a feedback button, your new incident is displayed.

Determining Incident Priority

The priority of all requests is determined in accordance with the following guidelines:

Priority Definition

P1 Any defect that causes an instance to be unavailable.

P2 Any defect that causes a mission-critical function to fail.

P3 Any request or defect that is significantly impeding work or progress.

P4 Any request or defect that is important, but not significantly impeding work or progress.

Opening an Incident Tutorial

Click the plus sign (+) to expand the following video tutorial:

Opening an Incident Through Self-Service (08:52)

Opening a Repeat IncidentIf an incident has been closed, but the issue occurs again, you can open a repeat incident. Key fields on the original

incident, such as short description, company, caller, and category, are copied to the repeat incident. The repeat

incident contains a reference to the original incident. To see the reference, personalize the Incidents list view by

adding a column for Original Incident.

Opening a repeat incident is helpful when communicating with ServiceNow Customer Support. Cusotmer Support

does not monitor, nor are they alerted to, email that is in reply to a closed incident. Creating a new repeat incident

opens the correct communication channel.

To open a repeat incident:

1. Navigate to Self-Service > Incidents > My Closed Incidents.2. Open an incident.
http://10.4.248.134/index.php?title=File:Paperclip_icon.pnghttp://10.4.248.134/index.php?title=File%3AIRP_additional_info_outage.png


7/122

Technical Support 6

3. Click Open Repeat Incident.

4. Edit the new incident, as necessary.

Viewing Customer Support Requests

Customers can view incidents they have created at any time.

1. Navigate to Self-Service > Incidents > My Open Incidents.

2. Click an incident Number for detailed information.

Submitting Service Requests

The following requests can be submitted from hi.service-now.com[12]

by using the following modules in the

Self-Service Application:

Clone Request

Instance Upgrade Request

New Instance Request Request Plugin Activation

VPN Request Form

Requests not covered by these categories can be addressed by creating an incident.

Customer Admin Role

ServiceNow strongly recommends customers designate at least one user Customer Administrator for the purpose of

creating and managing users on the Customer Support portal. For more information, see Customer Administration.

References

[1] http:/ /community. service-now. com/forums

[2] http:/ /community. service-now. com/blog

[3] http:/ /wiki.service-now. com/index. php?title=Main_Page

[4] https://hi.service-now.com/nav_to. do?uri=kb_home. do

[5] http:/ /www.servicenow. com/services/implementation-services.html

[6] http:/ /community. servicenow. com/

[7] http:/ /community. servicenow. com/forums

[8] https://community. servicenow.com/login. jspa?registerOnly=true

[9] http:/ /hi.service-now. com

[10] http://www.servicenow.com/support/contact-support. html

[11] http:/

/

community.

servicenow.

com[12] https://hi.service-now. com/

[13] https://hi.service-now. com/kb_view. do?sysparm_article=KB0529232
https://hi.service-now.com/kb_view.do?sysparm_article=KB0529232https://hi.service-now.com/http://community.servicenow.com/http://www.servicenow.com/support/contact-support.htmlhttp://hi.service-now.com/https://community.servicenow.com/login.jspa?registerOnly=truehttp://community.servicenow.com/forumshttp://community.servicenow.com/http://www.servicenow.com/services/implementation-services.htmlhttps://hi.service-now.com/nav_to.do?uri=kb_home.dohttp://wiki.service-now.com/index.php?title=Main_Pagehttp://community.service-now.com/bloghttp://community.service-now.com/forumshttp://10.4.248.134/index.php?title=Customer_Administrationhttp://10.4.248.134/index.php?title=Activating_ServiceNow_Pluginshttp://10.4.248.134/index.php?title=Requesting_an_Upgradehttp://10.4.248.134/index.php?title=Cloning_your_ServiceNow_Instance%23How_to_Request_a_Clonehttps://hi.service-now.com/


8/122

Requesting Enhancements to Your ServiceNow Instance 7

Requesting Enhancements to Your ServiceNow

Instance

OverviewThe ServiceNow enhancement request process offers customers and partners the ability to submit their ideas for new

functionality. We are intensely interested in the business problems our customers are facing and the ways we can

improve the product to help resolve those problems. Enhancement requests are reviewed, prioritized, and

incorporated into the product based on a number of criteria, including aggregate demand, strategic interests, and total

effort.

Creating Enhancement Requests

Use the Create New Enhancement Request form to make an enhancement request.

1. Navigate to Self-Service > Enhancement Requests > Open an Enhancement Request.

2. Answer the questions on the form, such as the general area of the product to enhance, the specific feature request,

and how the feature would be used.

Enhancement Request Form

3. Click Submit.

Viewing and Editing

Enhancement

Requests

You can view and edit specific fields

on enhancement requests that you or

anyone associated with your

organization created. Any incidents

associated with the enhancement

request are listed on the enhancement

request record.

To edit an enhancement request:


Navigate to Self-Service >Enhancement Requests > My

Open Enhancement Requests

or My Closed Enhancement

Requests to edit an enhancement

request you created.

Navigate to Self-Service >

Enhancement Requests > All Open Enhancement Requests or All Closed Enhancement Requests to edit

an enhancement request created by anyone in your company or organization.

2. Click an enhancement request number.

3. Edit the fields, as necessary (see table).

4. Click Update.
http://10.4.248.134/index.php?title=File%3AEnhance_req_record_proc.png


9/122

Requesting Enhancements to Your ServiceNow Instance 8

Field Description

Urgency Importance of the enhancement request: High, Medium, or Low.

Short Description A brief description of the enhancement request.

Documentation Documentation about the request, such as business cases or use cases.

AdditionalComments

Public information about the enhancement request. Customers, partners, and ServiceNow employees can view and addcomments.

Upgrades and the Release Cycle

Overview

The ServiceNow release cycle is designed to provide optimal stability and quality, with the flexibility to quickly

address problems and deliver new features. ServiceNow uses the concept of a family for a given feature set. For

example, Calgary Patch 1 Hotfix 2 is in the Calgary family. A family contains:

Feature releases, which contain new functionality and fixes to existing functionality.

Patch releases and hotfixes, which provide problem fixes and are released as needed.

Customers are notified prior to the start of an upgrade rollout period. Release notes are available for all releases.

Customer customizations are typically preserved throughout all upgrades.

For information about the upgrading process, see Upgrades Best Practices.

Release Terminology

Release Type

This table defines the types of releases that may be available in a family.

Type Scope Upgrade Policy

Feature

release

Introduces new features.*

Includes all available fixes to existing functionality.

Is production-oriented; quality and stability are of the highest priority

throughout the life cycle.

Applied automatically during the rollout

period.

Patch release Supports existing functionality with a collection of problem fixes.

Includes all previously issued hotfixes for a given release.

Does not include new features.

Applied as needed on a per customer basis.

Provided for the current and previous two

feature releases.

Hotfix Supports existing functionality with a specific problem fix for a feature

release.

May or may not include any previous fixes for a given release.

Does not include new features.

Applied as needed on a per customer basis.

Provided for the current and previous two

feature releases.

*A feature provides a complete solution that customers can implement to add value to their organization. New

features are only available as part of a feature release. Features are supported with patches and hotfixes.
http://10.4.248.134/index.php?title=Upgrades_Best_Practiceshttp://10.4.248.134/index.php?title=Release_Notes


10/122

Upgrades and the Release Cycle 9

Release Phases

After release, each product family moves through three phases for customers and partners.

Phase 1: Early access by invitation only

Phase 2: Opt-in or auto-upgrade scheduled based on available dates

Phase 3: Opt-in, on-demand, or auto-upgrade

The following table provides a brief summary:

Phase How do I obtain the release? Is the release visible when

requesting an upgrade on HI?

Is there a maximum number of

customers that can upgrade per

week?

Phase

1

Receive an invitation and entitlement from

ServiceNow

Yes, for customers with an invitation and

entitlement

Yes

Phase

2

Request the upgrade or be auto-upgraded Yes, for customers with an entitlement Yes

Phase

3

Request and receive the upgrade at any time or be

auto-upgraded

Yes, for all customers No

* The maximum number of customers that can upgrade per week is at the discretion of ServiceNow. The number

varies during the life cycle of a particular release version.

For more information about entitlements, see Requesting a Version Entitlement.

Release Cycle

The following diagram illustrates a hypothetical release cycle based on the types of releases that ServiceNow offers.

The example progresses as follows:

1. New features are released in Feature Release 1.2. Hotfix 1 contains fixes for problems in Feature Release 1.

3. Hotfix 2 contains fixes for different problems in Feature Release 1.

4. Patch Release 1 contains the fixes in Hotfix 1 and Hotfix 2, plus additional fixes for Feature Release 1.

5. Hotfix 3 contains fixes for different problems in Feature Release 1.

6. Feature Release 2 contains the fixes in Hotfix 1, Hotfix 2, Hotfix 3, Patch Release 1, and additional fixes. It also

contains new features.

A hypothetical release cycle

Release Notes for Feature Releases

For information about features in a release, read the release notes.

Calgary

Dublin

Eureka
http://10.4.248.134/index.php?title=Eureka_Release_Noteshttp://10.4.248.134/index.php?title=Dublin_Release_Noteshttp://10.4.248.134/index.php?title=Calgary_Release_Noteshttp://10.4.248.134/index.php?title=File%3AReleaseCycle2011.pnghttp://10.4.248.134/index.php?title=Requesting_a_Version_Entitlement


11/122


Scheduled Upgrades FAQs

Why does ServiceNow schedule instance upgrades?

To ensure that customers benefit from the enhancements and fixes included in the most recent version of the

software.

Can I reschedule or cancel a ServiceNow scheduled upgrade?

Yes, you can reschedule or cancel a ServiceNow scheduled instance upgrade. 14 days prior to the upgrade,

ServiceNow creates a change request record on your behalf that contains the scheduling details of your upgrade. If

you need to re-schedule, update the start date and time of the upgrade listed on the change request record to a

different date and time. Alternatively, if you need to cancel the upgrade, you can use the Cancel Upgrade UI action

on the change request record.

How should I prepare for a scheduled upgrade?

For best results:

Review the release notes for the release and any other available release materials, such as webinars, from

ServiceNow.com.

Notify users and internal stakeholders of the scheduled upgrade date and time.

Follow the upgrade best practices.

Testing activities should be performed on sub-production systems only.

Will the upgrade break my customizations?

Like any upgrade, be sure to test your customizations fully by following the upgrade best practices before the

scheduled upgrade date. After the upgrade, be sure to validate all customizations and integrations.

What features will be turned on by default?

Review the version release notes to learn about new features that will be activated with the upgrade. Some new

features are not turned on by default; you must activate a plugin to use the feature.

You can see what new features are activated by default in one of these ways:

Before upgrading, export the plugins list. After upgrading, compare the exported plugin list to the information in

the System Definition > Plugins module.

After upgrading, check the upgrade history for a list of configuration records that were updated, inserted, or

deleted during the upgrade.

Is the scheduled upgrade time the starting or ending time? How long does an

upgrade take?

The scheduled upgrade time is when the instance record in HI is changed to reflect the new assigned version. Read

about this process in the Upgrades Best Practices.

The upgrade job starts after the HI instance record is updated to the new assigned version. The job typically runs

every hour on the hour, but is user configurable, so it may run at a different time for you. If you are using the default

configuration, the upgrade could be delayed up to 59 minutes past the specified time.

The amount of time required to complete the upgrade is affected by many factors including, but not limited to, how

busy your instance is at the time of upgrade, how much data is stored in the database, what version you are
http://10.4.248.134/index.php?title=Upgrades_Best_Practiceshttp://10.4.248.134/index.php?title=Exporting_Data%23Exporting_List_Datahttp://10.4.248.134/index.php?title=Upgrades_Best_Practiceshttp://10.4.248.134/index.php?title=Upgrades_Best_Practices


12/122


upgrading from, what version you are upgrading to.

Will my system be operational while the upgrade is running?

Yes, if your instance has more than one node. However, there could be a slight performance impact. Scheduled

upgrades run during slower times to minimize the performance impact.

Application nodes are restarted following an upgrade, so users may see anInstance Unavailable message for a short

time.

Who do I contact for questions about new features?

Contact your ServiceNow Account Manager or read about the feature on the ServiceNow wiki.

Upgrade History

Overview

The upgrade history module tracks every upgrade made to an instance. Every record that is examined during an

upgrade is tracked, and the action taken on each record (such as whether the record is updated) is tracked as the

disposition. Administrators can use the upgrade history module to locate and resolve upgrade conflicts and to revert

customizations to out-of-box versions.

Upgrade History

An upgrade history record is created for each upgrade that is run. To view an upgrade history record, navigate to

System Diagnostics > Upgrade History.

This record provides the following fields:

Field Input Value

From Name of the previous .war file.

To Name of the applied .war file.

Upgrade

started

Time stamp for the start of the upgrade.

Upgrade

finished

Time stamp for the end of the upgrade.

Inserted Count of the records inserted.

Updated Count of the records updated.

Deleted Count of the records deleted.

Skipped Count of the upgrade records skipped because of customer customizations.

Total Total count of all the records affected by the upgrade.

Upgrade

Details

Related list that tracks every record affected by the upgrade. Open one of these records to compare the out-of-box and customized

versions. The upgrade process automatically skips changes to customized objects.


13/122

Upgrade History 12

Upgrade Details

A record is created for every file in an upgrade. Open one of these records to see what has changed and decide

whether to revert your customizations. The upgrade details form displays a side-by-side comparison of the

customization and the corresponding out-of-box version. Modifications, additions, and deletions are marked by a

color code.

The detail record provides the following fields:

Field Input Value

Disposition Action performed on this file durring an upgrade.

Type Current f ile type (such as Business Rule or UI Policy).

Target name Name of the record corresponding to the current file.

File name Current upgrade file name.

File differences Comparison of the file in the upgrade with the customized version.

Changed Indicates whether the file has changed since the last upgrade. To see this field, personalize the form.
http://10.4.248.134/index.php?title=File:Upgrade_History_Log.pnghttp://10.4.248.134/index.php?title=Personalizing_Formshttp://10.4.248.134/index.php?title=File:Upgrade_History.png


14/122

Upgrade History 13

Disposition

The Disposition field tracks the action taken on each record, such as whether the record is updated. The upgrade

process automatically skips (disposition of Skipped) customized objects. To apply a skipped update, see Reverting

Customizations.

The following dispositions are possible:

Field Input Value

Inserted A record was inserted.

Updated A record was updated.

Deleted A record was deleted.

Skipped An upgrade component was not applied because the customer had customized the component.

Reverted A customized component was overwritten by a baseline component.

Unchanged A baseline component has not changed since the last release (available starting with the Eureka release)

File Names

Administrators can use the file name to identify what components have been updated or skipped. Update records

follow one of the following naming format conventions.

Formatting convention Types that typically use

format

Examples

[table name]_[record Sys ID] Business Rules

Modules

sys_script_4a5bf0360a0007040137c500cd65ad24

sys_app_module_9c718a510a0a0b3b76456b6ac5658724

[table name]_[associated table

name]_[record name]

Dictionary

Field Labels

sys_dictionary_sys_sync_history_version_log

sys_documentation_sc_cat_item_producer_service_submission_message_en

Reverting Customizations

When an object is customized, a corresponding record is added in the Customer Updates [sys_update_xml] table.

This table maintains the current version information for all objects that have been customized.

To prevent customizations from being overwritten by system upgrades, the upgrade process automatically skips

changes to objects that have a current version in the Customer Updates table. Starting with the Calgary release, the

upgrade process does not skip these objects if only excluded fields have changed.

You may want to overwrite your customizations when a software upgrade contains a feature that you would like toimplement. To revert a customized object to a system default version after an upgrade:

1. Navigate to System Diagnostics > Upgrade History.

2. Select the desired software version.

3. Filter the Upgrade Details related list by Disposition is Skipped.

4. [Optional] Add another filter condition for Changed is True (Aspen release). This filter condition returns only

the objects that have changed since the last upgrade.

5. Select the update record to implement.

A side-by-side comparison of the customization and the default version is displayed in the File differences

field. Deletions are highlighted in red, additions in green, and modifications in yellow.

6. Click Revert to Out-of-box to overwrite your customized object with the system default version.

The Disposition changes from Skipped to Reverted.
http://10.4.248.134/index.php?title=Aspen_Release_Noteshttp://10.4.248.134/index.php?title=System_Update_Sets%23Excluding_Fields_from_Updateshttp://10.4.248.134/index.php?title=Calgary_Release_Noteshttp://10.4.248.134/index.php?title=Eureka_Release_Notes


15/122

Upgrade History 14

After you revert a customization, Reapply Changes becomes available. Click this button to reapply your

customizations (undo the revert).

Note:Reverting a customization is not tracked in update sets. You must perform this procedure on each instance for which you want

to revert your customizations.

Enhancements

Eureka

Provides the unchanged disposition for baseline components that have not changed since the last release.

Calgary

The upgrade process does not skip objects that have a current version in the Customer Updates table when only

excluded fields have changed.

Troubleshooting Guide

The following pages are pages which give troubleshooting help. Another source for Troubleshooting and Frequently

Asked Questions is the HI's Knowledge Base, under the categories Technical Support Useful Solutions or FAQ. If

neither the Troubleshooting Guide nor the Knowledge Base provide adequate solutions to a problem, consult

customer support.

Performance

Homepage Performance

Email Notifications

System Update Sets

Access Controls

Reference Qualifiers

Task Activity

Process Guides

Adding Content Items to Service Catalog
http://10.4.248.134/index.php?title=Adding_Content_Items_to_Service_Catalog%23FAQshttp://10.4.248.134/index.php?title=Process_Guides%23FAQshttp://10.4.248.134/index.php?title=Task_Activity_-_Personalized_History%23Troubleshootinghttp://10.4.248.134/index.php?title=Reference_Qualifiers%23Troubleshootinghttp://10.4.248.134/index.php?title=Using_Access_Control_Rules%23Troubleshootinghttp://10.4.248.134/index.php?title=System_Update_Sets%23Troubleshooting_Update_Setshttp://10.4.248.134/index.php?title=Email_Notifications%23Troubleshooting_Email_Notificationshttp://10.4.248.134/index.php?title=Troubleshooting_Homepage_Performancehttp://10.4.248.134/index.php?title=Troubleshooting_Performancehttp://10.4.248.134/index.php?title=System_Update_Sets%23Excluding_Fields_from_Updateshttp://10.4.248.134/index.php?title=System_Update_Sets%23Excluding_Fields_from_Updateshttp://10.4.248.134/index.php?title=System_Update_Setshttp://10.4.248.134/index.php?title=File%3AWarning.gif


16/122

15

Introduction to Navigation and UI

Navigating Applications

Overview

An application is a group of modules, or pages, that provide related information and functionality in a ServiceNow

instance. For example, the Incident application contains modules for creating and viewing incidents; the

Configuration Management application contains modules for configuring servers, databases, and networks.

The application navigator, or left-navigation bar, provides links to all applications and the modules they contain,

enabling users to quickly find information and services. To hide the application navigator:

UI14: click the Toggle Navigator button ( ) in the Edge. UI11 and Classic: click the Toggle Navigator button ( ) in the banner frame.

Administrators can customize the application navigator to provide different modules by user role, modify or define

applications and modules, and change its appearance.

Using the Application Navigator

The application navigator comprises a list of application labels and the application navigator header. Each

application appears as a section in the application navigator denoted by an application label. Modules are listed by

name under each application label.

To expand or collapse an application section, click the application label. To open a module in the content frame,

click the module name.

If you cannot find an item in the application navigator, consider the following reasons:

You may not have access rights. The applications and modules available to a user may depend on the user's role.

For example, the Finance department may not have access to change management modules.

You may have applied a filter or switched roles (perspectives in UI11 or classic).

The application may be deactivated in your company's ServiceNow implementation. Contact the system

administrator to activate it, if necessary.

The application that contains the module you are looking for may be collapsed.
http://10.4.248.134/index.php?title=Administering_Application_Menus_and_Moduleshttp://10.4.248.134/index.php?title=File:NavToggle.pnghttp://10.4.248.134/index.php?title=File:AppNavToggleUI14.png


17/122

Navigating Applications 16

UI14 Application Navigator UI11 Application Navigator

Module Icons

In addition to names, modules in the application navigator also have icons.

UI14: each module has a star icon to the left of the module name. Use these stars to identify and view frequently

used modules. For more information, see Using Favorites.

UI11 and Classic: each module is represented by an icon that can be customized.

Application Navigator Header

The application navigator header provides the following tools, depending on the version of the interface currently in

use. All tools available in UI11 are available in UI14, but the button and icon placement may be different.

UI14

Navigation Filter ( ): filters the applications and modules that appear in the navigator

based on the filter text. To learn more, see Using the Navigation Filter.

Favorites Filter ( ): filters the modules displayed in the application navigator, showing either all modules orthe modules marked as favorites.

Menu ( ): lists the following menu options.

Roles: similar to the Switch Perspectives option in UI11. Selecting a role filters the available applications by

that role (for example, select ITIL to show only ITIL items such as Incidents, and filter out Asset Management

items such as Asset Portfolio). You must have access rights to the items to see a perspective in the list.

Administrators can customize perspectives. To see all available applications, click All.

Automatically Add Favorites: when enabled, any module that the user selects is automatically marked as a

favorite.

Refresh Navigator: refreshes the list of applications and modules. Administrators who are customizing the

navigator can test their work without refreshing the whole browser session. Collapse All Applications: collapses all applications so that only application labels appear.
http://10.4.248.134/index.php?title=Modifying_Menu_Listshttp://10.4.248.134/index.php?title=File:AppNavMenuUI14.pnghttp://10.4.248.134/index.php?title=File:AppNavStarUI14.pnghttp://10.4.248.134/index.php?title=File:AppNavHeaderUI14.pnghttp://10.4.248.134/index.php?title=Module_Iconshttp://10.4.248.134/index.php?title=File%3AAppNav.pnghttp://10.4.248.134/index.php?title=File%3AAppNavUI14.png


18/122


Expand All Applications: expands all applications so that all available modules appear.

Note:To increase or decrease font size on pages and menus, click the gear icon on the banner.

UI11 and Classic

Navigation Filter ( ): filters the applications and modules that appear in the

navigator based on the filter text. To learn more, see Using the Navigation Filter.

Increase ( ) and Decrease Font Size ( ): changes the font size on all pages and menus.

Refresh Navigator ( ): refreshes the list of applications and modules. Administrators who are customizing the

navigator can test their work without refreshing the whole browser session. Collapse All ( ) and Expand All Applications ( ): collapses all applications so that only application labels

appear, or expands all applications so that all available modules appear.

Switch Perspective ( ): filters the available items by role (for example, select ITIL to show only ITIL items

such as Incidents, and filter out Asset Management items such as Asset Portfolio). You must have access rights tothe items to see a perspective in the list. Administrators can customize perspectives. To see all available

applications, click the arrow and select All.

Using Favorites

In UI14, the application navigator has a star icon beside each module name that can be selected ( ) or deselected (

). Use these icons to select frequently used modules and then display only the favorites in the application

navigator.

Click the star icons to select and deselect modules as favorites.

Click the favorites filter icon ( ) beside the navigation filter to turn on and off favorite modules. Selecting this

icon shows the favorite modules; deselecting shows all modules.

By default, a module is automatically selected as a favorite when you open the module. To disable this setting, click

the menu icon ( ) in the application navigator header and select Automatically Add Favorites from the list to

remove the check mark.

Using the Navigation Filter

The navigation filter helps users quickly access information and services by filtering the items in the application

navigator or opening forms and lists directly.

If a module name contains the text, the application label expands to show that module.

If an application name contains the text, the application label expands to show all modules in that application.

To use the navigation filter:

1. Click Type Filter Text in the application navigator header, or press Access Key[1]

+ F. A text entry field

appears.

2. Begin typing the filter text (for example, inc for Incidents). The list of items available in the application navigator

is filtered as you type.

To open a module, click the module name, or press the Down Arrow to highlight and then Enter.

If you know the table name and wish to open a list or form directly, enter the table name followed by .list or

.form (.LIST or .FORM for a new tab or window). For example:

incident.LIST opens the incident list in a new tab or window.
http://en.wikipedia.org/wiki/Access_keyhttp://10.4.248.134/index.php?title=File:AppNavMenuUI14.pnghttp://10.4.248.134/index.php?title=File:AppNavStarUI14.pnghttp://10.4.248.134/index.php?title=File:ModuleStarDeselect.pnghttp://10.4.248.134/index.php?title=File:ModuleStarSelect.pnghttp://10.4.248.134/index.php?title=Modifying_Menu_Listshttp://10.4.248.134/index.php?title=File:SwitchPerspective.pnghttp://10.4.248.134/index.php?title=File:Expand.pnghttp://10.4.248.134/index.php?title=File:Collapse.pnghttp://10.4.248.134/index.php?title=File:RefreshNav.pnghttp://10.4.248.134/index.php?title=File:DecreaseFont.pnghttp://10.4.248.134/index.php?title=File:IncreaseFont.pnghttp://10.4.248.134/index.php?title=File:Nav_header.pnghttp://10.4.248.134/index.php?title=File%3AWarning.gif


19/122


incident.form opens a new incident form in the content frame.

Tutorials

The following video demonstrates the UI11 application navigator. For more e-Learning videos, see Tutorials.

Using the UI11 Navigation Filter (01:21)

References

[1] http:/ /en. wikipedia. org/wiki/Access_key

Navigating by URL

OverviewUsers can navigate to a record or module directly by using a URL. This article explains the URL schema by which

the system generates pages.

URL Schema

The basic schema for a system URL is:

https:///nav_to.do?uri=.do?sys_id=%26

ElementsThe URL schema consists of the following elements:

base URL: unique, secure Web address for each instance. The default format is:

https://.service-now.com.

Customers who want to display a custom base URL in email notifications can set the

glide.email.override.url property.

nav_to.do?uri= (optional): loads the page in the standard interface, with the banner frame on top and the

application navigator on the left.

.do?: where the page name is the form, list, UI page, or other page to open. To view a list, use

_list.do.

sys_id= (optional): where is the sys_id of the record to open in form view. To create a new

record, specify a sys_id of -1.

(optional): may specify a query, view, redirection page, and more. Sample parameters are:

sysparm_view=ess: specifies a view (ess).

sysparm_query=number=INC00040:specifies a query (number is INC00040).

sysparm_query=priority=2âctive=true:specifies a complex query with two terms (priority is 2 and active

is true).

sysparm_query=priority=2âctive=trueÊQ^GROUPBYcategory: groups query results (by category).

sysparm_order=number" specifies the field by which to sort (number).

sysparm_order_direction=desc:specifies a sort order (descending). sysparm_force_row_count=5: limits the maximum number of results (5 records).
http://10.4.248.134/index.php?title=Email_Properties%23Additional_Propertieshttp://en.wikipedia.org/wiki/Access_keyhttp://10.4.248.134/index.php?title=Tutorials


20/122

Navigating by URL 19

sysparm_result_view=viewname: specifies the view for search results.

%26CSV: specifies a file format, can be CSV, XML, PDF, or UNL (Unload).

%26: ASCII-encoded ampersand (&); separates page parameters.

^ (carat): builds multiple term queries or specifies multiple field values.

Forms Versus Lists (sysparm_query)The sysparm_query page parameter behaves differently for a list versus a form.

List: returns records that match the query conditions.

Form (with sys_id=-1 specified): applies the values to the new record.

Long URLs

The default URLs by which the system renders pages may exceed the character limit of Microsoft Internet Explorer,

resulting in an error message. To prevent this error, enable tiny URL support, which generates shortened internal

URLs that fall within the character limit.

The Tiny URL Support plugin is activated automatically but is not enabled. Activate this plugin if Microsoft Internet

Explorer displaysfailure to open page errors during routine operations in the ServiceNow platform.

Tiny URL Support Properties

The following system properties (System Properties > System) control tiny URL generation.

Note:The system does not convert all URLs to tiny URLs. Only some URLs the system generates as redirects are converted. For

example, a URL the browser generates when a user opens a record is not converted to a tiny URL.

Property Description

glide.use_tiny_urls false

Default value: false

glide.tiny_url_min_length Minimum length of a redirect URL that is turned into a tiny URL

Type: integer

Default value: 1024

Examples

Open a Form with Preset Values

This example opens a new Incident form in the standard interface with a priority of 1 and an incident state of

Awaiting Problem.

Schema:

https:///nav_to.do?uri=.do?sys_id=-1%26sysparm_query=

Example:

https://.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3
http://10.4.248.134/index.php?title=File%3AWarning.gif


21/122

Navigating by URL 20

You can also use JavaScript to access GlideSystem methods. The following creates the same type of incident as

above, and also populates the caller ID with the current user ID:

https://.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3 calle

View a List of IncidentsThese examples open a list of all incidents with (example 1) and without (example 2) the navigation frame.

Schema:

https:///nav_to.do?uri=_list.do

Example 1:

https://.service-now.com/nav_to.do?uri=incident_list.do

Schema:

https:///_list.do

Example 2:

https://.service-now.com/incident_list.do

View a List of Attachments

This example opens the Attachments table in list view.

Schema:

https:///nav_to.do?uri=_list.do

Example:

https://.service-now.com/sys_attachment_list.do

View a Filtered List

This example returns a list of active incidents with high escalation in the standard interface.

Schema:

https:///nav_to.do?uri=_list.do?sysparm_query=

Example:

https://.service-now.com/nav_to.do?uri=incident_list.do?sysparm_query=active=true^escalation=2

Return a File

This example returns a comma-separated value file of records in the Incident table that meet the query conditions.

Schema:

https:///nav_to.do?uri=_list.do?sysparm_%26CSV

Example:

https://.service-now.com/nav_to.do?uri=incident_list.do?sysparm_query=active=false%26CSV
http://10.4.248.134/index.php?title=GlideSystem%23getUserID.28.29http://10.4.248.134/index.php?title=GlideSystem


22/122

21

User Interface

Using Lists

Overview

Lists display information from a data table. Users can search, sort, filter, and edit data in lists. Lists also may be

embedded in forms and may be hierarchical (have sublists).

The list interface contains four main elements:

Title Bar

Breadcrumbs

Column headings

Fields

A response time indicator ( ) may appear at the bottom right of some lists to indicate the processing time required

to display the list.

UI14 List View

UI11 List View

Title Bar

The title bar displays the title of the list

(table) and provides several controls.

UI14 Title Bar

The title bar includes the following

controls:

List controls: appears when you

click the menu icon ( ) to the left
http://10.4.248.134/index.php?title=File:MenuIconUI14.pnghttp://10.4.248.134/index.php?title=File%3ATitleBarUI14.pnghttp://10.4.248.134/index.php?title=File%3ARecordList.pnghttp://10.4.248.134/index.php?title=File%3ARecordListUI14.pnghttp://10.4.248.134/index.php?title=File:ResponseClock.png


23/122

Using Lists 22

UI11 Title Bar

of the list title (UI14) or when you

click the arrow icon ( ) beside

the list title (UI11). This menu

provides the following list controls:

View: changes the columns and order of the list to a predefined layout. Administrators can customize views.

Filters: applies a saved filter or allows you to edit a personal filter.

Group By: aggregates records by a field.

Show: changes the maximum number of records per page.

Refresh List: refreshes the list to show changes immediately.

New: opens a blank form that allows users to create a new record in the list.

Clicking the New button in a filtered list automatically applies the same filter to the new record. For example,

clicking New in the Closed Incidents list opens a new record preset with Active deselected. In a list filtered for

active, priority 1 incidents, clicking New opens a new record preset with Active selected and Priority set to 1

- Critical. You can change the preset values on the form as needed. If there is a field you do not want to have

populated in this way, you can add the following dictionary attribute to the field:

ignore_filter_on_new=true .

Go to or Search: finds information in the current list. For more information, see Finding Information in Lists.

List Activity Stream ( ): (UI14) shows recent record activity for all records currently displayed on a list. For

more information, see Displaying Activity Streams.

Breadcrumbs

Breadcrumbs

Breadcrumbs offer a quick form of

filter navigation. A filter is a set of

conditions applied to a table in order tofind and work with a subset of the data

in that table. The current filter is

indicated by a hierarchical list of

conditionsbreadcrumbsat the top

of the table. For more information, see Using Filters and Breadcrumbs.
http://10.4.248.134/index.php?title=Using_Filters_and_Breadcrumbshttp://10.4.248.134/index.php?title=File%3ABreadcrumbsUI.pnghttp://10.4.248.134/index.php?title=Using_Lists%23Displaying_Activity_Streamshttp://10.4.248.134/index.php?title=File:ListActivityStreamUI14.pnghttp://10.4.248.134/index.php?title=Finding_Information_in_Listshttp://10.4.248.134/index.php?title=Using_Filters_and_Breadcrumbs%23Saving_Filtershttp://10.4.248.134/index.php?title=File:Icon-listcontextmenu.pnghttp://10.4.248.134/index.php?title=File%3ATitleBarUI11.png


24/122

Using Lists 23

Column Headings

Column headings appear at the top of a list header. These headings display column names and provide some list

controls. Column headings are stationary at the top of the list and do not scroll with list content, starting with the

Eureka release.

Column Headings

The column headings provide the

following controls:

Sorting: Click the column name to

sort the list in ascending order.

Click again to sort in reverse order.

An arrow to the right of the column

name indicates the column currently

being sorted as well as the sort

direction.

List context menu: Access this

menu, also called a right-click menu, by clicking the menu icon ( ) at the top of a list column (UI14) or byright-clicking the column heading (UI11). The list context menu offers these controls:

Sort (a to z) and (z to a): sort in ascending and descending order.

Show Visual Task Board: create a visual task board based on the current list (starting with the Eureka

release).

Group By: aggregate records by a field. For more information, see Finding Information in Lists.

Bar Chart and Pie Chart: create quick bar and pie chart reports based on the filter criteria of the list. Users

can then modify these reports or create gauges (depending on access rights). For more information, see

Creating Reports.

Personalize (requires access rights): provides administrative functions related to the information displayed and

how it is controlled.

Import (administrators only): import data from an XML file.

Export: exports data to Excel, CSV, XML (administrators only), or PDF. For more information, see Exporting

Data.

Update Selected and Update All (administrators only): change applicable field values. For more information,

see Editing Lists.

Personalize List ( ): customizes the list layout for the current user. For more information, see Creating

Personal Lists.

Search ( ): (UI14) enables the column search.

Note:Some of the options displayed on the list context menu depend on the user role and the installed applications.
http://10.4.248.134/index.php?title=File%3AWarning.gifhttp://10.4.248.134/index.php?title=Finding_Information_in_Lists%23Searching_Individual_Columnshttp://10.4.248.134/index.php?title=File:Icon-searchglass.pnghttp://10.4.248.134/index.php?title=File:Gear.pnghttp://10.4.248.134/index.php?title=Personalizing_Listshttp://10.4.248.134/index.php?title=Creating_Reportshttp://10.4.248.134/index.php?title=Finding_Information_in_Listshttp://10.4.248.134/index.php?title=Visual_Task_Boardshttp://10.4.248.134/index.php?title=File:MenuIconUI14.pnghttp://10.4.248.134/index.php?title=File%3AColumnHeadings.pnghttp://10.4.248.134/index.php?title=Eureka_Release_Notes


25/122

Using Lists 24

Fields

Fields display data and provide the following functionality.

UI11 Fields

Links: open the associated record

in form view. Click the reference

icon or first column field to open

the current record. You can also

click a link to a related record in

other columns to go to that related

record.

Editing: changes the information in

one or more records. For more

information, see Editing Lists.

Reference Icon ( ): provides

detailed information about the

record. Point to the reference iconto open a pop-up window, or click it to open the record in form view. For more information, see Reference Icon.

Context menu: also called a right-click menu, offers the following options:

Show Matching and Filter Out: provide quick filter options.

Copy URL to Clipboard: copies to the clipboard the URL for the form view of the record. Follow browser

instructions if browser security measures restrict this function.

Copy sys_id (administrators only): copies to the clipboard the sys_id of the record. Follow browser

instructions if browser security measures restrict this function.

Assign Tag (UI14) or Assign Label (UI11 and classic): allows the user to assign a new or existing tag or label

to a record, which provides quick access to frequently referenced or urgent information. When a tag is assigned

to a record in UI14, the record is displayed on the Tagged Documents page. When a label is assigned to a

record in UI11 or classic, a link to the record is displayed in the application navigator under the assigned label.

For more information, see Tagging Documents (UI14) or Creating and Using Labels (UI11 and classic).

Assign to me, Approve, and Reject: provide quick edit options.

Add to Visual Task Board: allows users to add the selected record to visual task boards they own (starting

with the Eureka release).

Note:Some of the options displayed on the field context menu depend on the user role and the installed applications.

Field Status Indicators

Field status indicators are used to highlight certain fields on lists and to provide status information.

In UI14, field status indicators on lists can be displayed as a colored circle on the left side of the field or using a

field background color.

In UI11 and the classic UI, field status indicators on lists are displayed using a field background color.

All UI versions display field status indicators for mandatory fields only, starting with the Eureka Release. Previous

versions also display field status indicators for modified and read-only fields.

To select the style of the field status indicator in UI14:

1. Click the personalize list icon ( ) in the upper left corner of a list.
http://10.4.248.134/index.php?title=File:Gear.pnghttp://10.4.248.134/index.php?title=Eureka_Release_Noteshttp://10.4.248.134/index.php?title=File%3AWarning.gifhttp://10.4.248.134/index.php?title=Visual_Task_Boardshttp://10.4.248.134/index.php?title=Editing_Lists%23Quick_Edit_Functionshttp://10.4.248.134/index.php?title=Creating_and_Using_Labelshttp://10.4.248.134/index.php?title=Using_Forms%23Tagging_Documentshttp://10.4.248.134/index.php?title=Creating_and_Using_Labels%23Viewing_Assigned_Labelshttp://10.4.248.134/index.php?title=Using_Forms%23Viewing_Tagged_Documentshttp://10.4.248.134/index.php?title=Using_Filters_and_Breadcrumbs%23Quick_Filtershttp://10.4.248.134/index.php?title=File:Reference_icon.pnghttp://10.4.248.134/index.php?title=File%3AFields.png


26/122

Using Lists 25

2. Select the Modern cell coloring check box to use the UI14 style field status indicator. Clear this check box to use

the UI11 and classic style.

3. Click OK.

For more information, see Creating Personal Lists.

Action Check Boxes

Action check boxes and Actions choice list

Action check boxes enable users to

perform actions on selected items in a

list.

To use action check boxes:

1. Select the check boxes beside the

records you want to affect. To select

all records on the page, go to the

bottom of the list and select the

check box beside the Actions

choice list.

2. Apply the desired action.

UI14: in the column list context

menu, Update Selected records

using an editing form. For more

information, see Editing Lists.

UI11 and Classic: in the column heading right-click menu, Update Selected records using an editing form.

For more information, see Editing Lists.

In the Actions choice list, Delete (administrators only), Show on Live Feed, Assign Tag, or Remove Label(if applicable). For more information, see Creating and Using Labels.

Hierarchical Lists

Lists can have sublists in a hierarchy that can also be accessed in list view. Hierarchical lists allow users to view

records from related lists directly from a list of records without navigating to a form.

To expand or collapse the related lists on a record in a hierarchical list, click the arrow ( ) beside the reference icon.

An example hierarchical list

See Hierarchical Lists for more

information on how to enable and use

this feature.

Embedded Lists

Some lists may be embedded in forms.

Changes to embedded lists are saved

when the form is saved. For more

information, see Editing in Forms.

Use these controls to work with an embedded list:

To expand or collapse an embedded list, click the expand ( ) or collapse icon ( ) in the list header.

To add a new row, double-click Insert a new row...
http://10.4.248.134/index.php?title=File:Collapse.pnghttp://10.4.248.134/index.php?title=File:Expand.pnghttp://10.4.248.134/index.php?title=Using_Forms%23Editing_in_Formshttp://10.4.248.134/index.php?title=Hierarchical_Listshttp://10.4.248.134/index.php?title=File%3AHierarchical_List.pnghttp://10.4.248.134/index.php?title=File:Arrow.pnghttp://10.4.248.134/index.php?title=Creating_and_Using_Labelshttp://10.4.248.134/index.php?title=File%3AActionList.png


27/122

Using Lists 26

To edit a row, double-click in an empty area of the field. See Using the List Editor.

To delete a row, click the delete icon ( ) beside the row.

New rows are removed immediately.

Existing rows are designated for deletion when the record is saved. To clear this designation, click the delete

icon again.

An embedded list

Navigating to a List

To open a list using the application

navigator, click the list name or type

the table name followed by .list in the

application navigator filter. For more

information, see Navigating

Applications.

To open a list using a URL, append the

table name and _list.do to the instance

Web address. For example, the

following URLs open the incident and

change request lists, respectively, in the demo instance:

http://.service-now.com/incident_list.do

http://.service-now.com/change_request_list.do

To open a list in the content frame using a URL, add nav_to.do?uri= to the list Web address, as in the following

examples:

http://.service-now.com/nav_to.do?uri=incident_list.do

http://.service-now.com/nav_to.do?uri=change_request_list.do

Filters, views, and other parameters can also be applied using a URL. For more information, see Navigating by URL.

Note:Consider creating bookmarks for commonly viewed lists.
http://10.4.248.134/index.php?title=File%3AWarning.gifhttp://10.4.248.134/index.php?title=File%3AEmbedded.pnghttp://10.4.248.134/index.php?title=File:DeleteCondition.pnghttp://10.4.248.134/index.php?title=Editing_Lists%23Using_the_List_Editor


28/122

Using Lists 27

Displaying Activity Streams

Activity Stream Window

You can stream live activity

information for all records on the

current list. This feature is available

starting with the Eureka release when

UI14 is enabled.

To view this information, click the list

activity stream icon ( ) in the list

title bar. This icon appears in the title

bar for all task tables.

The live stream information appears in

a flyout window, and is the same

information that appears in the activity

formatter for a record. The information

in the flyout window updates

automatically with audit and journal

entries. Click the x at the top to close

the activity stream.

Note:Activity streaming is available for Internet Explorer 9 and higher.
http://10.4.248.134/index.php?title=File%3AWarning.gifhttp://10.4.248.134/index.php?title=Activity_Formatterhttp://10.4.248.134/index.php?title=Activity_Formatterhttp://10.4.248.134/index.php?title=File:ListActivityStreamUI14.pnghttp://10.4.248.134/index.php?title=Administering_the_User_Interface%23UI14http://10.4.248.134/index.php?title=Eureka_Release_Noteshttp://10.4.248.134/index.php?title=File%3AActivityStreamWindow.png


29/122

Editing Lists 28

Editing Lists

Overview

Users can edit data in lists using a variety of methods:

Quick edit functions: change applicable field values using the right-click menu.

List editor: edit field values in a list without opening a form.

Multiple records: edit more than one record at the same time using the list editor or an editing form.

Quick Edit Functions

To edit a record in a list using quick edit functions, right-click a field and select the appropriate function:

Assign to me: for records that use assignments, adds the logged in user's name into the Assigned to field.

Approve: for records that use approvals, changes the record's approval state to Approved.

Reject: for records that use approvals, changes the record's approval state to Rejected.

Using the List Editor

The list editor allows users to edit field values directly from a list without navigating to a form. Administrators can

configure the list editor. By default, list editing is disabled for some tables. Fields of certain types cannot be edited

from lists.

To use the list editor:

1. Double-click (or click, if you have personalized the list editor) in an empty area of the field. The appropriate

editor for the field type opens. You can also use keyboard navigation to access the list editor.

Before the list editor opens, access rights to edit the field are verified. A loading indicator appears if this

process takes longer than expected.

If the field has a dependency relationship (for example, Category and Subcategory), then a composite editor

opens to allow editing of all dependent fields. You must have rights to edit all dependent fields to use the list

editor.

2. Enter the appropriate values and click Save ( ), or click Cancel ( ) to retain the original value.
http://10.4.248.134/index.php?title=File:Cancel.pnghttp://10.4.248.134/index.php?title=File:Save.pnghttp://10.4.248.134/index.php?title=Administering_the_List_Editor%23Fields_that_are_not_editable_from_a_listhttp://10.4.248.134/index.php?title=Administering_the_List_Editor


30/122

Editing Lists 29

List editor

Using Keyboard Navigation

for List Editing

Users can use spreadsheet-like keyboard

navigation to edit data in list view.

To use keyboard navigation for list editing:

1. Navigate to the list you want to edit.

2. Press Tab until the first field in the list is

selected (highlighted).

3. Use any the following key combinations

to navigate through the list until the field

you want to edit is selected.

Move right: Tab or the Right Arrow

key.

Move left: Shift + Tab or the Left

Arrow key.

Move down: the Down Arrow key.

Move up: the Up Arrow key.

To select multiple fields in the same column, hold Shift and press the Down Arrow or the Up Arrow key.

4. Press Enter. The list editor opens.

5. Enter a new value. To add a new line in a multi-line text field, press Shift + Enter.

6. Save or cancel your changes in one of the following ways:

Press Enter. The new value is saved and the field below the edited field becomes selected.

Press Tab. If the list is configured to save immediately, the new value is saved. If the list is configured to savedata by rows, an indicator appears beside the value and the list editor opens for the next field. The row is saved

only when you navigate away from the row or click the Save ( ) button beside the row.

Press Ctrl + Enter. If the list is configured to save immediately, the new value is saved. If the list is

configured to save data by rows, an indicator appears beside the value and the current field remains selected.

Press Esc. The list editor closes without saving changes and the field remains selected.

Note:Depending on the browser you are using, you may use different key combinations to edit certain field values. For example, to

edit a choice list using Chrome, press the Spacebar.

Creating New Records

Users can create new records in list view. Administrators can configure the list editor to enable this feature for lists.

To create a new record in list view:

1. Navigate to the empty row at the bottom of the list.

2. Open the list editor for a field in the row and enter a value.

3. Save or cancel your changes.
http://10.4.248.134/index.php?title=Administering_the_List_Editorhttp://10.4.248.134/index.php?title=File%3AWarning.gifhttp://10.4.248.134/index.php?title=File:Save_row.pnghttp://10.4.248.134/index.php?title=File%3AList_edit_dependent.png


31/122

Editing Lists 30

Insert a new row (record)

Personalizing the List Editor

To personalize the behavior of the list

editor:

1. Open the list.

2. Click Personalize List ( ) in the upper

left corner.

To allow the list editor to open for the list, select the Enable list edit check box. Clear the check box to

prevent the list editor from opening for the list.

To open the list editor with a double-click, select the Double click to edit check box. Clear the check box to

open the list editor using a single click.

Editing Multiple Records

All users can edit multiple records at the same time using the list editor. Administrators and users with the

list_updater role can edit multiple records at the same time using an editing form. If you want to update a single field

on multiple records to have the same value, the list editor is the quickest method. If you want to edit multiple fields

or fields that do not appear in the list view, use an editing form.

To edit multiple records in a list using the list editor:

1. Select the records you want to edit:

To select multiple consecutive fields, hold Shift and drag in the desired fields, or select a cell and then press

Shift + Up Arrow or Shift + Down Arrow.

To select multiple non-consecutive fields, press Shift and click in one of the desired fields, then hold Shift +

Ctrl (Shift + Command on Mac), and click in the desired fields.

2. Open the list editor by double-clicking (or clicking, depending on setup) in an empty area of the field.

The number of selected rows that will be edited is indicated. If any rows cannot be edited (due to security

constraints), that is indicated.

3. Enter the appropriate values and click Save.

Selected fields are highlighted in blue.

To edit multiple records in a list using

an editing form (administrators and

users with the list_updater role):

1. Select the records to edit in one of

the following ways:

Select the check boxes in the

record rows.

Select a field in the record rows.

Filter the list to show only the

rows you want to edit.

2. Right-click the column header and select Update Selected or, if you filtered the data, select Update All. An

editing form opens.

3. Enter appropriate values in any of the fields and click Update to save your changes in all selected records.
http://10.4.248.134/index.php?title=Using_Filters_and_Breadcrumbshttp://10.4.248.134/index.php?title=File%3AMultipleSelect.pnghttp://10.4.248.134/index.php?title=File:Gear.pnghttp://10.4.248.134/index.php?title=File%3AInsertNewRow.png


32/122

Creating Personal Lists 31

Creating Personal Lists

Overview

Personal lists modify a specific list view according to individual preferences. Users can create personal lists.

Administrators can manage the personal lists function.

Personal list layout options include:

Column selection and order

Row spacing

Text wrapping

List editing

List highlighting

UI14 Personalize List

UI11 Personalize List

Personalizing a List

To personalize a list:

1. Open the list.

2. Click the personalize list icon ( )

in the upper left corner.

3. Use the slushbucket to select the

columns and the desired order.

The first non-reference field

automatically links to the form

view of the record. For thisreason, consider using the record

number as the first column in

your personal list layout.

4. Select display options.

To display long text on more

than one line, select the Wrap

column text check box. Clear

the check box to display text on

one line.

To condense the vertical space

between rows , select the

Compact rows check box. Clear

the check box to use standard

row spacing.

To highlight list rows as the

cursor passes over them, select

the Enable list highlighting

check box. Clear the checkbox to restore the static, alternate row highlighting.

To use updated field status indicators available in UI14, select the Modern cell coloring check box. Clear the

check box to use field status indicators available in UI11 and the classic interface.

5. Select list editing options (requires setup).
http://10.4.248.134/index.php?title=Administering_the_List_Editorhttp://10.4.248.134/index.php?title=Editing_Lists%23Using_the_List_Editorhttp://10.4.248.134/index.php?title=Reference_Fieldshttp://10.4.248.134/index.php?title=File:Gear.pnghttp://10.4.248.134/index.php?title=File%3APersonalLists2.pnghttp://10.4.248.134/index.php?title=File%3APersonalListsUI14.pnghttp://10.4.248.134/index.php?title=Administering_Personal_Lists


33/122

Creating Personal Lists 32

To allow the list editor to open for the list, select the Enable list edit check box. Clear the check box to

prevent the list editor from opening for the list.

To open the list editor with a double-click, select the Double click to edit check box. Clear the check box to

open the list editor using a single click.

Note:

To reset a list to the default layout, click the personalize list icon ( ) and select the Reset to column defaults check box.

If a list is personalized, an indicator ( ) appears in the upper left corner.

View Management

Overview

A view defines the elements that appear when a user opens a form or a list. Administrators and users with the

personalize role can define views for any list and form, which view should be visible by default, and which viewspertain to specific user roles.

For example, this is the Incident form in the Self-Service View:

This is the Incident form in the Metrics View:

Here is a quick video showing list and form view management in action.
http://10.4.248.134/index.php?title=File%3AMetricsView.pnghttp://10.4.248.134/index.php?title=File%3ASelfServiceView.pnghttp://10.4.248.134/index.php?title=File:ListPersonalized.pnghttp://10.4.248.134/index.php?title=File:Gear.pnghttp://10.4.248.134/index.php?title=File%3AWarning.gif


34/122

View Management 33

Note:Views can be used to define base views. UI Policies can modify those views based on context. For more information, see

Creating a UI Policy.

Switching ViewsTo switch between list views, click the table name at the top left corner of the list, and then select Views > [Desired

View]:

Switching views on a list

To switch between form views, click the table name at the left side

of the form header, and then select Views > [Desired View]:

Switching views on a form

Switching views submits the form, which saves all changes and

triggers any onSubmit client scripts that apply. You cannot switch

form views on a new form that has not been saved yet.

Administering Views

Several views are included with the base system, including the

Default view and Advanced view. All view records are saved in

the UI View [sys_ui_view] table. Every list and form either has aview associated with it or uses the Default view if no other view is

assigned. Administrators can created additional views or modify the base system views.

Warning: Do not delete any of the base system views.

Creating Views

1. Navigate to the list or form that you want to create the view for.

2. Right click the header and select Personalize > List Layout or Personalize > Form Layout.

3. Under the List View section, select the view on which you want to base your new view.

The fields visible for that view appear in the Selected list.

4. From the choice list, select New.

The Create New View form appears.

5. Enter the descriptive name of the view.

6. Click OK.

The same fields in the Available column are the same as the first view you based the new view on.

7. Select the fields to appear in this view by adding or removing the fields from the Selected column. You can also

adjust the order they appear on the form by moving the fields up or down.
http://10.4.248.134/index.php?title=File%3ACaution-diamond.pnghttp://10.4.248.134/index.php?title=Client_Scripts%23onSubmit.28.29_Scriptshttp://10.4.248.134/index.php?title=File%3AFormViewDropdown.pnghttp://10.4.248.134/index.php?title=File%3AListViewDropdown.pnghttp://10.4.248.134/index.php?title=Creating_a_UI_Policyhttp://10.4.248.134/index.php?title=File%3AWarning.gif


35/122

View Management 34

If you are creating a view for a form, you can also select a form section and personalize the fields for that

section.

You can also create views in the same manner when you personalize a related list.

Deleting Views

You can delete any view that you created. Do not delete the base system views.

1. Navigate to System UI > Views.

2. Click the view to delete.

3. Click Delete on the form header.

Creating a View Rule

When a user switches views, the selected view is saved as a user preference so the user sees the same view by default

when the form opens. Administrators can override this functionality to force a specified view to be used.

1. Navigate to System UI > View Rules.

2. Click New.

3. Fill in the fields on the View Rule form (see table).

4. Click Submit.

Field Input Value

Name Specify an identifying name for the rule.

Match Conditions Select whether Any or All of the conditions need to be met.

Active Select this option to apply the view rule according to the conditions you specified. If unchecked, the view rule is not be applied.

Table Select the table on which this view rule will be applied.

View Select the view that is automatically applied if the conditions match.

Device type Select which interface this view rule applies to.

Conditions Specify the conditions that determines when the view is applied.
http://10.4.248.134/index.php?title=User_Preferenceshttp://10.4.248.134/index.php?title=Personalizing_Forms%23Adding_a_Related_List


36/122

Exporting Data 35

Exporting Data

Overview

ServiceNow offers a variety of ways for administrators and users with the itil role to export data:

Form export: Export an individual record from the user interface. Choose PDF or XML format directly from a

form.

List export: Export multiple records from the user interface. Choose CSV, Excel, PDF, or XML format directly

from a list.

Scheduled export with reports: Automatically export multiple records from a table on a set schedule. Create a

scheduled job to regularly export data as a report.

Direct URL access: Export multiple records from a table using the ServiceNow CSV, Excel, PDF, or XML

processor. Specify the table form or list you want to export in the URL.

Web services/SOAP: Export multiple records from a table when an external client makes a web services request.

Create an external application or process to automate the retrieval of data from an instance via web services orSOAP.

Available Export Formats

ServiceNow supports the following export formats:

Export

Format

Description

CSV Export table records as a comma-separated value text file. Use this option to export the currently displayed fields in the list or form as a

text file. Personalize the list or form to add or remove fields from the export. When exported to CSV, dot-walked fields appear using

their full field name, such as u_assignment_group.parent.

Note: By default, ServiceNow exports all CSV files in Windows-1252 encoding. If you need to export translated data, set the

glide.export.csv.charset system property to UTF-8 (starting with Calgary release).

Excel Export table records as a Microsoft Excel spreadsheet. Use this option to export the currently displayed fields in the list or form as an

Excel spreadsheet. Personalize the list or form to add or remove fields from the export.

XML Export table records as an XML document. Use this option to export all data from a table or all data for a particular record. The XML

file has an XML element for each column in the table.

PDF Export table records as a Portable Document Format file. Use this option to export the currently displayed fields in the list or form as a

PDF file. Personalize the list or form to add or remove fields from the export.

Exporting Form Data

Export an individual record from a form by right-clicking a form header bar and selecting the export type. Export

formats include:

PDF (Portrait)

PDF (Landscape)

XML (This Record)
http://10.4.248.134/index.php?title=Using_Formshttp://10.4.248.134/index.php?title=Calgary_Release_Noteshttp://10.4.248.134/index.php?title=Additional_Glide_Propertieshttp://10.4.248.134/index.php?title=Web_Service_Consumer_Plugin


37/122

Exporting Data 36

Right-click a form header bar and select the export format.

Note:When exporting PDF data from a form, only the fields that are visible from the current view are exported. When exporting

XML data, however, all the fields are exported, regardless of the view. CSV and Excel records cannot be exported from a form.

Exporting List Data

Export a list of records by right-clicking a list header bar and selecting the export format.

Right-click a list header bar and select the export format.

Note:To export records in an embedded list, export the record containing the list.

Export formats include:

Excel

CSV

XML

PDF (Portrait)

PDF (Landscape)

PDF (Detailed Portrait): Exports the list and the associated form for each record. PDF (Detailed Landscape): Exports the list and the associated form for each record.

Introduction to ServiceNow1

Documents

Transcript of Introduction to ServiceNow1