81) Could you name some extended tables?
Incident, Problem, Change are extended from Task table.
CMDB classes are extended from CMDB_CI table.
82) How does the ServiceNow Charges the Licenses?
On rolled users basis.
83) Do you have any idea on content management system?
Yes, I have worked on it.
84) What all you have done in CMS?
I have created new site through which ESS users can be redirected to the portal page when
they login. As part of it I have created some pages using different blocks like iframes and
dynamic blocks.
85) How can you redirect the users to portal page when they login?
We should use Login rules in content management system.
86) Do you recommend Service-Now over other tools? Why?
Yes, I recommend because of its flexibility to implement the applications also we can use
JavaScript, JQuery, and HTML like more flexible web technologies.
87) Please tell me about Glide record?
It is java class which is used in scripting to bring the object of the particular table by which
it is being used into a variable.
88) Did you work on LDAP integration?
No, That was done by a different team.
89) Do you have an idea on LDAP?
Yes, I have fixed couple of issue on LDAP. I know that LDAP will be used to import the
users list from active directory to Users table in ServiceNow.
90) Did you work on Discovery?
No I didn‟t get a chance to work on Discovery.‟
91) Any idea what is discovery?
Yes, it is used to import different configuration items into different classes of CMDB.
92) What is scorecard?
Scorecard can be used to measure the performance of an employee or a business process. It
is a graphical representation of progress over time. A scorecard belongs to an indicator. The
first step is to define the indicators that you want to measure. Scorecards can be enhanced
by adding targets, breakdowns (scores per group), aggregates (counts, sums, and
maximums), and time series (totals and averages).
93)What do you mean by indicators in performance analytics in servicenow
Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses
track to measure current conditions and to forecast business trends.
94) How to set the default value of a date field to current datetime value?
Goto the dictionary of the respective date-time field and set the default value as :
javascript:gs.nowDateTime();
95) What is client transaction timing?
Client transaction timing provides more information on the duration of transactions between
the client and the server.This require to activate the plugin - "Client transaction timing
plugin".
96) What a set Workflow () function does?
setWorkflow(e) enables or disables the running of business rules that might normally be
triggered by subsequent actions. If the e parameter is set to false, an insert/update will not be
audited. Auditing only happens when the parameter is set to true for a GlideRecord
operation.
Parameters:
them.
e - Boolean variable that if true (default) enables business rules, and if false to disables
97) What the setForceUpdate() function does?
setForceUpdate() updates the record even if there is no changes on the record.
98) What is the significance of setLimit(n) function.
setLimit(n) functions limits the number of records to query by Gliderecord().
100) How to get the row count in a gliderecord?
By using the getRowCount() function you can retrieve the number of rows. System pro
101) What is the difference between deleteMultiple() and deleteRecord()?
deleteMultiple() deletes multiple records according to the current "where" clause. Does not
delete attachments,
whereas deleteRecord() deletes single record.
102) what is Encoded query?
An encoded query string represents a complex filter on a list of records. Use encoded query
strings to include a filter as part of a URL parameter, such as the sysparm_query URL
parameter, or as a reference qualifier to restrict the data that is selectable for a reference
field.
You can create encoded query strings manually or copy them from list filters.
103) Can we call br (business rule) from cs (client script)?
Yes we can call BR from CS. Any GlideRecord query should be on the Server Side
(Business Rule). You should instead write a Glide AJAX call in this scenario where you
need to pass server side data to the client.
104) Can you update a record without updating its system fields (like
sys_updated_by, sys_updated_on)?
Yes, you can do it by using a function autoSysFields() in your server side scripting.
Whenever you are updating a record set the autoSysFields() to false.
example:
var gr = new GlideRecord('incident');
gr.query();
if(gr.next()){
gr.autoSysFields(false);
gr. short_description = "Test from Examsmyntra" ;
gr.update();
}
105) How to restrict users to upload an attachment in ServiceNow?
Following is the step wise step process:
1. Navigate to System Properties > Security.
2. In the Attachment limits and behavior section, locate the List of roles (comma-
separated) that can create attachments: property (glide.attachment.role).
3. Enter one or more roles separated by commas.
4. Only roles listed in this property are able to upload attachments to a record. If no roles
are entered, then all roles can upload attachments to ServiceNow forms.
5. Click Save.
106) What is the difference between ${URI} and ${URI_REF}?
${URI} shows the word LINK
${URI_REF} shows the display value of the record as the link text.
107) How to stop running background script?
Open 'All Active Transactions' under 'User Administration' and you can kill the running
transactions.
108) Which object is used to refer the current logged in user in client script?
You can use the object g_user object to get the details of current active user
109) State the best practices of client scripts?
Few of the best practices to use client Scripts :
Enclose Code in Functions.
Aviod DOM manipulation, use g_form object.
Avoid global client scripting, etc.
110) How will you hide/show a field using client script?
You can use the g_form.setVisible(„fieldname‟, „value‟); method to show/hide a field
using client script.
111) What do you mean by Metrics in ServiceNow?
Metrics record and measure the workflow of individual records. With metrics, customers
can arm their process by providing tangible figures to measure, for example, how long it
takes before a ticket is reassigned or changes state.
112) Define Service Now.
Service Now is an IT management tool that allows organizations to manage all aspects of
their IT infrastructure including asset management, IT Service Management (Incident
management, problem management, change management, etc.), CMDB etc.
113). What are captured in Update Sets?
Following are captured in update Sets:
1. Business Rules,
2. Client Scripts
3. Fields Forms and Form Sections
4. Reports
5. Tables & Views
6. Workflows
114). How can you capture data records in update set?
Data records can be captured, but you have to do it explicitly. From a list, check your
records and then use the list UI action option “Create Application File”.
115). What is the condition to check which records will be captured within an
Update Set?
The Condition is “update_synch=true “ .
Navigate to the sys_dictionary.
Personalize the list to include the Attributes column. Filter on Attributes
is update_synch=true.
116). How to move customization to another update set without merging
Them?
To move the customization, open “sys_update_xml” table and update the “update_set”
field with correct update set.
117). Define Workflow Scratchpad.
a. The scratchpad in workflow is a space in the workflow context to store and share
string based variables between instances of activities within an executing instance of
a workflow.
b. Or, the scratchpad is a special field on a Workflow context that allows workflow
activities to communicate data to subsequent activities.
c. Or, the workflow scratchpad is used to store data during the execution of a workflow.
Values in the scratchpad can be set and/or accessed by any activity in the workflow.
d. The scratchpad is global to the instance of the running workflow and as such, is
available equally to all activities.
e. Using the scratchpad requires at least two activities in a workflow, the sending
activity which writes data to the scratchpad, and the follow-up activity which uses
this data.
f. The scratchpad can hold variables of any JavaScript data type that can be represented
as JSON.
g. You cannot add functions or scriptable Java objects, such as GlideRecord, to the
scratchpad.
118). How can we declare Workflow scratchpad?
The scratchpad itself is automatically available to an executing workflow and requires no
specific declaration. Variables are declared and stored in the scratchpad simultaneously
by referencing it.
workflow.scratchpad.variableName = variableValue;
Or
var myValue = workflow.scratchpad.variableName;
119). List of Data Types stored by Workflow Scratchpad?
The workflow scratchpad can store multiple data types:
Primitive : Integers, Boolean Values, or Strings.
JavaScript object : User Data
Scriptable java Objects : GlideRecord or GlideDateTime
120). What is the difference between g_scratchpad and GlideAjax?
The primary difference between these methods is that g_scratchpad is sent once when a
form is loaded (information is pushed from the server to the client),
whereas GlideAjax is dynamically triggered when the client requests information from
the server. Other methods, GlideRecord and g_form.getReference() are also available for
retrieving server information.
However, these methods are no longer recommended due to their performance impact.
Both methods retrieve all fields in the requested Glide Record when most cases only
require one field.
121). How we can get information from the server? And Among them which
are the best ones.
We can get information from server using g_scratchpad, GlideAjax, GlideRecord,
g_form.getReference(). The top ways to get information from the server are g_scratchpad
and asynchronous GlideAjax lookup.
122). Illustrate g_scratchpad with example.
The g_scratchpad object passes information from the server to the client, such as when
the client requires information not available on the form. For example, if you have a
client script that needs to access the field u_retrieve, and the field is not on the form, the
data is not available to the client script. A typical solution to this situation is to place the
field on the form and then always hide it with a client script or UI policy. While this
solution may be faster to configure, it is slower to execute. If you know what information
the client needs from the server before the form is loaded, a Display Business Rule can
create g_scratchpad properties to hold this information. The g_scratchpad is sent to the
client when the form is requested, making it available to all client-side scripting methods.
This is a very efficient means of sending information from the server to the client.
For example, assume you open an incident and need to pass this information to the client:
The value of the system property css.base.color Whether or not the current record has
attachments The name of the caller‟s manager A display business rule sends this
information to the client using the following script:
g_scratchpad.css = gs.getProperty(„css.base.color‟);
g_scratchpad.hasAttachments = current.hasAttachments();
g_scratchpad.managerName = current.caller_id.manager.getDisplayValue();
To access scratchpad data using a client script:
// Check if the form has attachments
if (g_scratchpad.hasAttachments) // do something interesting here
else
alert(„You need to attach a form signed by „ + g_scratchpad.managerName);
123). How can we declare Workflow scratchpad?
The scratchpad itself is automatically available to an executing workflow and requires no
specific declaration. Variables are declared and stored in the scratchpad simultaneously
by referencing it. workflow.scratchpad.variableName = variableValue;
Or
var myValue = workflow.scratchpad.variableName;
124). List of Data Types stored by Workflow Scratchpad?
The workflow scratchpad can store multiple data types:
Primitive: Integers, Boolean Values, or Strings.
JavaScript object: User Data
Scriptable java Objects: GlideRecord or GlideDateTime
125). Which one executes first UI Policy or Client Scrip?
UI policies execute after client scripts.
126. Does Client Scripts run on Lists?
Client Scripts do not run on lists.
127). Define GlideAjax?
The GlideAjax class allows the execution of server-side code from the client.
128) What is the use of sysparam_name in GlideAjax?
GlideAjax uses sysparm_name to find which function to use.
129). What is the use of getXML() and getXMLWait() functions in GlideAjax?
Code is executed with the getXML() or getXMLWait() functions.
130).What do you mean by Function names starting with “_”?
Function names starting with “_” are considered private and are not callable from the
client.
130). What is the difference between getXML() and getXMLWait() in
GlideAjax?
getXML() getXMLWait()
getXML is Asynchronous getXML() is used when you want
processing to continue, even if the results
have not been returned.
If you are retrieving some data from server
and next tasks does not depend on what
you are retrieving from server. Then will
use getXML().
getXMLWait() is Synchronous
getXMLWait() is used when you want
to halt processing until the results are
returned. This will halt everything and
wait for it to finish and return the results
When you are trying to retrieve value of
the variable. After getting value then
only we can precede next step like
comparing it with user input. In such
scenarios will use getXMLWait().
131) Can we execute Script Include from Business Rule? Explain with
example?
To execute a script include from Business Rule, you just need to create an object of that
Script Include (which is typically a class) and call that function of that script include with
the object.
Script Include: MyScript
Function in the Script Include: myfunction()
In the Business Rule just Write
Var x=new MyScript();
x.myfunction();
132) How do I call a BR from a Client Script?
To call a business rule from a client script, use GlideAjax.
133). What is the use of gsftsubmit()
gsftSubmit(null, g_form.getFormElement(), “UI Action Id”) triggers the UI Action which
is specified in the 3rd parameter, which is the action name/element id.
It is mostly used in UI actions that have a client side and a server side script.
At the end of the client side script, you call gsftSubmit in order to trigger the UI Action
again – this time running only the server side code.
134) Define SLA?
SLA allows the service desk to track whether or not their representatives are providing a
certain level of service.The most common use of SLAs is to ensure that incidents are
resolved within a certain amount of time.
135). What are the types of SLA?
There are 3 types of SLA:
SLA
OLA
Underpinning Contract
136). Define Retroactive start?
If an incident‟s priority is changed to 1 – Critical and a Priority 1 SLA is attached at that
time, Retroactive start means that the SLA counts from when the incident was first
created, rather than from when the incident‟s priority changed. If Retroactive start is
cleared, the SLA starts on the date and time that it was attached to the incident
137). What are the conditions present in SLA?
The conditions are:
Start
Stop
Pause
Reset
138). Define Reference Qualifier with example?
Reference Qualifier is used to restrict the data that is selectable for a reference field.
139). What are the types of Reference Qualifier?
The types of Reference Qualifier are:
Simple
Dynamic
Advanced
140). What do you mean by Dictionary Override?
Dictionary Override provide the ability to define a field on an extended table differently
from the field on the parent table. For example, for a field on the Task [task] table, a
dictionary override can change the default value on the Incident [incident] table without
affecting the default value on Task [task] or on Change [change].
141). List the types of error when transferring update set?
These are:
Missing object
Type mismatch
Collision
Uncommitted update
Application scope validation issue
142). Fields not visible for one user?
Follow these steps:
Navigate to User Administration–>User Preferences.
In the filter condition, give User is <username>.
If you get some records of name eg: collapse.section.12295fd478ab85006a15c39…, make
the Value field as False.
143). Difference between ITIL and ITIL_Admin role?
ITIL can open, update, close incidents, problems, changes, config management items but
ITIL_Admin role has the ability to delete incidents, problems, changes, and other related
entities.
144). How to copy attachments from RITM to incident?
GlideSysAttachment.copy(“sc_req_item”, current.parent, “incident”, current.sys_id);
145). How can you call a UI macro through Client Script?
You can call the macro function from CS.
Macro: <script> Function abc() { //your code } </script>
Client script: You have to call that a function from CS abc();
146). How can you call a UI macro through Script Include?
var runner = new GlideJellyRunner();
var result = runner.runMacro(„UI Macro Name‟);
gs.print(result);
147). How to call script include from the “condition” section of a UI Action?
Syntax is given below:
new Script Include Name().function name();
148). What is the use of List Control?
We use of List controls are:
1. Remove the New button to prevent users from creating new rows in the
Equipment Request related table
2. Hide empty columns
3. 4. Hide the entire list if it‟s empty
Enable grid editing, so that new rows can be created with a double-click
149). Define ACL.
ACL is used to control what data users can access and how they can access it. The system
searches for ACL rules that match both the object and operation the user wants to access.
If there are no matching ACL rules for the object and operation combination, then the
object does not require any additional security checks and the instance grants the user
access to them.
150. List the types of operation of ACL.
These are follows:
Execute: User cannot execute scripts on record or UI page.
Create:
User cannot see theNew UI action from forms. The user also cannot insert records into a
table using API protocols such as web services.
Read:
User cannot see the object in forms or lists. The user also cannot retrieve records using
API protocols such as web services.
Write: User sees a read-only field in forms and lists, and the user cannot update records
using API protocols such as web services.
Delete:
User cannot see theDelete UI action from forms. The user also cannot remove records
from a table using API protocols such as web services.
List_edit: User cannot update records (rows) from a list.
Report_on: User cannot create reports on the object.
Personalize_choices: User cannot right-click a choice list field and selectConfigure
Choices
edit_task_relations: User cannot define relationships between task tables.
edit_ci_relations: User cannot define relationships between Configuration Item
[cmdb_ci] tables.
save_as_template: Used to control the fields that should be saved when a template is
created.
add_to_list: User cannot view or personalize specific columns in the list mechanic.
NOTE: A user must pass both field and table ACL rules in order to access a record object.
If a user fails a field ACL rule but passes a table ACL
If a user fails a table ACL rule, the user is denied access to all fields in the table even if
the user previously passed a field ACL rule. rule, the user is denied access to the fiel
described by the field ACL rule.
151). What are the types of Catalog Items?
Service Catalog offers a few types of catalog items:
Order Guides
Record Producers
Content Items
152) Define Record Producer.
A record producer is a specific type of catalog item that allows end users to create task-
based records, such as incident records, from the service catalog.
153) What is the value return by LIST ?
List value returns a comma-separated list of sys_ids. For example: List value, return an
array which can be iterated to retrieve the individual values submitted by your user.
var sys_id_string = producer. glide_list_field ;
var sys_id_list = string. split ( „,‟ ) ;
154). How can you redirect an end user to a particular page after the record
producer is submitted?
producer.redirect=”home.do”; The following code redirects users to their homepage
after the record producer is submitted.
155) Define Order Guide.
Order guides enable customers to make a single service catalog request that generates
several items.
156) How can you create order guides?
Order Guides can be created with a two-step or three-step ordering process.
Describe Needs
Choose Options
Check Out
For two-step process the Check Out step can be omitted from an order guide to provide a
quicker two-step process. To omit this third step, select the Two step check box when
creating the order guide.
157) Can we add a catalog item to an order guide?
Yes, by using specific rules.
158) What is Order Guide rule or Rule base ?
Order guide rules define conditions that must be met for a specific item to be included in
an order. For example, a New Employee Hire order guide rule can state that if the new
employee job title is CTO or Director, and the department is IT, then add an executive
desktop item to the order.
159) What is the use of Cascade?
Cascading allows values entered for variables in the initial order form to be passed to the
equivalent variables in the ordered catalog items. To enable cascading, select the Cascade
variables check box when creating the order guide. Then, create variables on the catalog
items that match the names of the corresponding variables in the order guide. When a
customer places an order, the variables on the ordered items inherit the values of the
identically named variables in the order guide.
160) Can we run an order guide automatically. If so, how?
Yes, we can run an order guide automatically from within a workflow or a server script,
passing parameters to that order guide to define variable values.
161) Define Catalog items.
The goods and services available within the catalog.
162) How can you direct users to a specific catalog via a URL to a module in
that particular catalog?
In the Link Type section, select URL (from Arguments), then in the Arguments field,
enter a URL of the form catalog_home.do?sysparm_catalog=id of sc_catalog
1record&sysparm_catalog_view=view name of sys_portal_page.
catalog_home.dosysparm_catalog=742ce428d7211100f2d224837e61036d&sysparm_catal
og_view=catalog_technical_catalog
Note: If a URL has a valid sysparm_catalog parameter, but an invalid or missing
sysparm_catalog_view parameter, the view with the default value from the corresponding
Catalog Portal Page record is used. If a URL has a valid sysparm_catalog_view parameter,
but an invalid or missing sysparm_catalog parameter, the corresponding Catalog Portal
Page record is used to set the catalog.
163) Can a category having no active items appear/added in the catalog?
If there are no active items in a category‟s hierarchy, that category does not appear in (and
cannot be added to) the catalog. Users with the admin or catalog_admin roles can see all
categories, regardless of the number of active items. Configure the
glide.sc.category.canview.override property to change this behavior
.
164) What is the use of variable “Omit Price in Cart”?
It is used to hide the item price in the cart and the catalog listing.
165) What is the difference between copy and insert/insert and stay catalog
item?
Copy an item means creating a full duplicate of the item, including the item details,
attachments, variables, client scripts, and approvals. Insert only copies the item details.
166) Can a Catalog item will be available in more than one catalog and
category?
Yes, a catalog item can be available for multiple catalogs and categories.
167) Define Branch activity in workflow?
The Branch activity splits the workflow into multiple transition paths from a single
activity.
168) Define Join activity in workflow?
The Join activity unites multiple concurrent execution paths into a single transition.
169) Define Lock activity in workflow?
The Lock activity prevents other instances of this workflow from continuing past this
activity until the lock is released. For example, if a workflow is triggered when a record is
added to a particular table and multiple records are added one after the other, that
workflow will be triggered multiple times: once by each record insertion. In such cases,
you can use the lock activity to ensure that this instance of the workflow has completely
finished one or more activities before any other instance of the workflow can proceed.
170) Define Wait for Condition activity in workflow?
The Wait for condition activity causes the workflow to wait at this activity until the
current record matches the specified condition. The workflow evaluates the wait for
condition each time the current record is updated. Use this activity to pause a workflow
indefinitely until a particular criteria is met by a record update.
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