Learning servicenow : administration and development on the NOW platform, for powerful IT automation. / Tim Woodruff.

Format:

Book

Author/Creator:

Woodruff, Tim, author.

Language:

English

Subjects (All):

Application software--Development.

Application software.

Enterprise resource planning.

Information technology--Management.

Information technology.

Physical Description:

1 online resource (xvi, 366 pages) : ill.

Edition:

Second edition.

Place of Publication:

Birmingham ; Mumbai : Packt, 2018.

System Details:

text file

Summary:

IT service management automation at your fingertips About This Book Learn to leverage ServiceNow's capabilities for improved IT automation by following step-by-step, practical instructions Build core administration, development, and maintenance skills with IT service management in ServiceNow Improve your workflow efficiency by designing and creating responsive and automated workflows, business logic, and front-end automation Who This Book Is For This book is for IT professionals and administrators who are planning to or are already trying to implement ServiceNow in their organization for Enterprise IT service management tasks. Some familiarity with web technologies (JavaScript) would be helpful. Prior ServiceNow experience is not necessary. What You Will Learn Read and write clear, effective code for the ServiceNow platform Identify and avoid common pitfalls and missteps that could seriously impact future progress and upgradeability Use debugging tools to troubleshoot when things go wrong Discover tips and tricks from top ServiceNow developers, architects, and administrators. Find out what the pros wish they knew when they were starting out In Detail This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro. Style and approach This book is a step-by-step practical tutorial to help you quickly deploy and configure ServiceNow in your organization. It guides you through the process of building applications and understanding the underlying systems, to help you become a more effective ServiceNow/ITSM administrator and/or developer.

Contents:

Cover

Title

Copyright and Credits

Packt Upshell

Contrubutors

Table of Contents

Preface

Chapter 1: The Interface

Versions

Frames

Banner frame

System settings

Help

Connect chat conversations

Global text search

Profile

The application navigator

Filter text box

Favorites

History

Important application menus and modules

Content frame

UI settings and personalization

Summary

Chapter 2: Lists and Forms

List v2 versus List v3

Lists and tables

Creating a custom table

Creating an update set

Creating the table

Adding a field

List view

Condition builder

Building a filter

Dot-walking

Forms

Form designer

Form layout

Related lists

Chapter 3: UI Customization

UI15 versus UI16

Switching between UI15 and UI16

Branding your instance

Custom themes

UI-impacting system properties

Configuring service portal UI

Creating a custom homepage

Styling pages and widgets

Setting up the War Room page

Styling the CMS

Chapter 4: Understanding Data and Relationships

One-to-many relationships in ServiceNow

Many-to-many relationships in ServiceNow

Creating a M2M table

Other M2M relationships

Enforcing one-to-one relationships

Defining custom relationships

Database table inheritance

Chapter 5: Tasks and Workflows

Important task fields

Active

Additional comments and work notes

Assigned to and Assignment group

Created, Created by, Updated, and Updated by

Description and short description

Number

State

Journals and the activity formatter

Extending the task table

Workflows

Important workflow activities

User and group approval

Approval coordinator

If

Switch

Wait for Condition

Create Task and Catalog Task

Branch and Join.

Return value

Run Script

Set Values

Pausing workflows

Workflow Stages

Demo

SLAs

Approvals

Assignment

Creating Task fields

Chapter 6: UI and Data Policies

UI policies

Catalog UI policies

Reverse if false

Scripting in UI policies

UI Policy Order

Data policies

Converting between data and UI policies

Data policies versus ACLs

Chapter 7: User Administration and Security

What is a user?

Groups and roles

Impersonating users for testing

Emails and notifications

Notification devices

User preferences

Default preferences

Preferences in update sets

Scripting user preferences

ACLs - security rules

ACL process order

High security plugin

Chapter 8 : Introduction to Scripting

To script, or not to script?

Client-side versus server-side APIs

Client-side APIs

Server-side APIs

Where scripting is supported

Access controls

Business rules

Client scripts and catalog client scripts

Condition builder (and the URL)

Default value

Script includes

UI actions

UI policies and catalog UI policies

UI scripts

Workflow activities

Integrated development environment

Script tree

Script auto-completion

Script editor macros

Documentation macro

For-loop macro

GlideRecord macros

Chapter 9: The Server-Side Glide API

The structure of an API class

GlideRecord

Initialize

Example usage

addQuery()

Available query operators

addActiveQuery()

addNullQuery() and addNotNullQuery()

canRead(), canWrite(), canCreate(), and canDelete()

deleteRecord() and deleteMultiple()

get()

getDisplayValue()

Example usage.

getValue() and getUniqueValue()

hasNext()

initialize() and insert()

next()

orderBy() and orderByDesc()

query()

setAbortAction()

setLimit()

setValue()

setWorkflow()

update() and updateMultiple()

GlideElement

changes(), changesFrom() and changesTo()

getED()

getReferenceTable() and getRefRecord()

nil()

toString()

GlideDateTime

Adding or removing time

getDayOfMonth() and getDayOfWeek()

GlideSession

getClientData() and putClientData()

GlideSystem

addErrorMessage() and addInfoMessage()

debug()

eventQueue()

getProperty()

getUser()

getUserID()

hasRole()

GlideUser

getPreference() and savePreference()

isMemberOf()

Chapter 10: The Client-Side Glide API

GlideAjax

GlideForm (g_form)

Setting/clearing messages on the form and fields

Dealing with drop-down list fields

Getting and setting values on the form

Controlling field visibility

Setting fields mandatory and read-only

Submitting a client-side form

Disabling checking for mandatory fields

GlideUser (g_user)

Getting user details

Checking user permissions

Getting client data

Querying for one or more records

Deleting a record asynchronously

Chapter 11: Server-Side Scripting.

Dot-walking and GlideElement

Server-side GlideAjax

After business rules

Asynchronous business rules

Display business rules and g_scratchpad

Default versus calculated field values

Default values

Calculated values

Chapter 12: Client-Side Scripting

Client scripts

Client script types

onLoad

onChange

onSubmit

onCellEdit

Security

Compatibility

Build for performance

Reference fields

GlideAjax and asynchronous GlideRecord

g_scratchpad

Running only necessary scripts

Scripts from the server

Chapter 13: Service Portal Scripting

Setting up appointments

URLs in the service portal

Creating the meeting widget

Aesthetic changes

Option schema

Troubleshooting widgets

Chapter 14: Debugging

Logging

Client-side debugging

Debugging field visibility

Server-side debugging

Reference versus value

Debugging security

JavaScript debugger

Debugger interface

Breakpoints

General debugging

Chapter 15: Pro Tips

Admin pro tips

List personalization

Update set selector

Reference field background color

List v3 rendering

List, form, and new window shortcuts

Adding the ServiceNow frame by URL

Impersonation simplification

Derived field risks

Finding derived fields and other field data

Dictionary overrides

Scripting pro tips

Avoiding nested loops

Limit logging

Always use getters and setters

What the pros wish they knew

Field case

Generating encoded query strings

How to modify OOB scripts

Other technical best practices

Index.

Notes:

Includes index.

Description based on print version record.

ISBN:

9781788837378

1788837371

OCLC:

1042318735