ServiceNow
ServiceNow
Welcome to All - Your go-to hub for ServiceNow insights and development expertise!
Discover the potential of ServiceNow with our focus on various topics, ranging from basics to advanced development. Whether you're new or experienced in ServiceNow, our aim is to offer valuable insights to boost your expertise.
Explore below Categories:
Form based user stories
List based user stories
Notifications
Formatters
Script Include
ACL (Access Control List)
Update sets
Inbound Email actions
Service catalog
Flow designer
Integrations
Email client:
Enable the email client for a table so that users can send emails directly from the table record. Click here for steps.
Process Flow formatter:
The Process flow formatter provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process. For detailed steps on how to create Process flow formatter Click here.
UI Actions:
Approve
Reject
For detailed steps on how to create UI actions on Form and how to write simple scripts for above UI Actions on Form Click here.
Business Rules:
Below are some sample real world use cases related to Business rules.
User Story 1:
Title: Automatic State Transition from New to In Progress
Field: State
Auto change the state to In Progress, when state is New, and ticket is assigned to any member. Click here for steps.
Reference Qualifier:
Below are some sample real world use cases related to Reference Qualifiers.
User Story 1:
Title: Display Relevant Groups to Application in Assignment Group Field.
Field: Assignment group
Details:
As a ServiceNow user, I want to see only the assignment groups relevant to the current application in the Assignment Group field, so that I can easily select the appropriate group for the task or issue at hand without unnecessary clutter.
To view detailed user story and development steps for the user story mentioned above, please Click here.
User Story 1:
Title: Send Notification Email Upon Ticket Creation
Details: As a Service Desk Technician, I want to receive an email notification along with the requester when a ticket is created and assigned to me so that I can promptly attend to newly created tickets and provide timely support to users.
To view detailed user story and development steps for the user story mentioned above, please Click here.
User Story 2:
Title: Send Notification Email Upon Ticket Update
Details: Whenever a ticket is updated, both the assigned technician and the requester receive an email notification, and also copying the Watchlist for visibility purposes.
To view detailed user story and development steps for the user story mentioned above, please Click here.
User Story 3:
Title: Send Notification Email Upon Ticket Resolved
Details: As a requester of a ticket, I want to receive a notification email along with the assigned technician and users on the Watchlist when my ticket is resolved so that I am informed about the resolution of my request.
To view detailed user story and development steps for the user story mentioned above, please Click here.
User Story 4:
Title: Send weekly Reminder Notifications for Open Tickets.
Details: Weekly reminder notification emails need to be sent to the assigned technician and copied to users on the Watchlist, as well as the requester for visibility purposes.
To view detailed user story and development steps for the user story mentioned above, please Click here.
List - Based Activities:
User Story/Scenario 1:
For Approvers:
You have a module called 'Pending for My Approval' displaying a list of records from the "IT Support Orders" custom table.
This table "IT Support Orders" have a field called "Status" which holds two choices Approved and Rejected.
You can select multiple records from this list.
Approve Action:
Clicking the "Approve" button in the List banner changes the status of the selected records to "Approved."
Reject Action:
Clicking the "Reject" button in the List banner changes the status of the selected records to "Rejected."
In summary, as an approver, you can use the 'Pending for My Approval' module to select and approve or reject multiple records from the "IT Support Orders" table with corresponding buttons in the List banner.
To view detailed user story and development steps for the user story mentioned above, please Click here.
User Story/Scenario 2:
Title : Assign tickets in bulk from the list view
Details:
The user needs the ability to assign tickets in bulk from the list view. Bulk assigning tickets to the wrong assignment group may lead to data discrepancies.
The user login to the ServiceNow.
Navigate to All ==> Incident ==> Open.
When viewing incidents/tickets in the group cart, the user should be able to bulk assign tickets to team members.
Users will filter assignment group and assign tickets only to team members within that group. Bulk assigning tickets to the wrong assignment group may lead to data discrepancies.
To view detailed user story and development steps for the user story mentioned above, please Click here.
Process flow formatter:
The Process flow formatter gives a visual overview of the steps in a process. It's usually displayed at the top of forms related to that process.
To view detailed and development steps for the Process flow formatter mentioned above, please Click here.
Service Catalog:
Service Catalog offers a few types of catalog items.
The basic Service Catalog item types include:
Record producers: giving alternative ways of adding information such as Incidents via the service catalog.
Order guides: to group multiple catalog items in one request.
Content Items: catalog items which provide information instead of goods or services.
User Story 1:
Title: Automate ServiceNow Group Management system/process.
Purpose:
Enable the requestor to create a group, manage group and add group members in ServiceNow. This is an automated request flow. There is no approval required for this request.
To view detailed user story and development steps for the user story mentioned above, please Click here.