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ServiceNow has burst on to the scene, having a profoundly positiveimpact on adopters. ServiceNow automates enterprise IT operations,bringing all functions into one arena and meeting the demands ofHelp Desk and Service Management processes

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Page 1: Introduction to ServiceNow

PDF generated using the open source mwlib toolkit. See http://code.pediapress.com/ for more information.PDF generated at: Sun, 02 Aug 2015 17:02:43 PST

Introduction to ServiceNowPart 1 of 2

Page 2: Introduction to ServiceNow

ServiceNow Basics 1

ServiceNow Basics

Overview

The articles in this category help employees, IT support staff, and ServiceNow administrators use the ServiceNow interface and performself-service activities.

User InterfaceNavigate and use the standard user interface.

Self-ServiceUse self-service features like homepages and knowledge articles.

• Using Forms• Using Lists• Searching

[more]

• Homepages• Knowledge Base• Service Catalog

[more]

ReportsView and create reports.

• Creating Reports• Standard Reports• Report Types

[more]

Technical Support

OverviewServiceNow offers world-class customer support to every customer. Quick solution paths can be found usingcustomer support tools such as user forums [1], blogs [2], product documentation [3], and useful solutions [4]. TheCustomer Support team is comprised of trained, experienced professionals with deep product knowledge andreal-world experience. The goal of our customer support effort is to help your team resolve issues as quickly aspossible.For complete information about contacting Customer Support, see Customer Support [5].For information about how to request new features and functionality, see Requesting ServiceNow ProductEnhancements [6].

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Technical Support 2

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] https:/ / hi. service-now. com/ kb_view. do?sysparm_article=KB0547260[6] https:/ / hi. service-now. com/ kb_view. do?sysparm_article=KB0547257

Requesting Enhancements to Your ServiceNowInstance

OverviewServiceNow offers world-class customer support to every customer. Quick solution paths can be found usingcustomer support tools such as user forums [1], blogs [2], product documentation [3], and useful solutions [4]. TheCustomer Support team is comprised of trained, experienced professionals with deep product knowledge andreal-world experience. The goal of our customer support effort is to help your team resolve issues as quickly aspossible.For complete information about contacting Customer Support, see Customer Support [5].For information about how to request new features and functionality, see Requesting ServiceNow ProductEnhancements [6].

Upgrades and the Release Cycle

OverviewThe ServiceNow release cycle is designed to provide optimal stability and quality, with the flexibility to quicklyaddress problems and deliver new features. ServiceNow uses the concept of a family for a given feature set. Forexample, 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 detailed information, see Upgrades and the Release Cycle [1] in the HI knowledge base.

References[1] https:/ / hi. service-now. com/ kb_view. do?sysparm_article=KB0547244

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Upgrade History 3

Upgrade History

OverviewThe upgrade history module tracks every upgrade made to an instance. Every record that is examined during anupgrade is tracked, and the action taken on each record (such as whether the record is updated) is tracked as thedisposition. Administrators can use the upgrade history module to locate and resolve upgrade conflicts and to revertcustomizations to out-of-box versions.

Upgrade HistoryAn upgrade history record is created for each upgrade that is run. To view an upgrade history record, navigate toSystem 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.

Upgradestarted

Time stamp for the start of the upgrade.

Upgradefinished

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.

UpgradeDetails

Related list that tracks every record affected by the upgrade. Open one of these records to compare the out-of-box and customizedversions. The upgrade process automatically skips changes to customized objects.

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Upgrade History 4

Upgrade DetailsA record is created for every file in an upgrade. Open one of these records to see what has changed and decidewhether to revert your customizations. The upgrade details form displays a side-by-side comparison of thecustomization and the corresponding out-of-box version. Modifications, additions, and deletions are marked by acolor code.The detail record provides the following fields:

Field Input Value

Disposition Action performed on this file durring an upgrade.

Type Current file 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, configure the form.

DispositionThe Disposition field tracks the action taken on each record, such as whether the record is updated. The upgradeprocess automatically skips (disposition of Skipped) customized objects. To apply a skipped update, see RevertingCustomizations.The following dispositions are possible:

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Upgrade History 5

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 NamesAdministrators can use the file name to identify what components have been updated or skipped. Update recordsfollow one of the following naming format conventions.

Formatting convention Types that typically useformat

Examples

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

• sys_script_4a5bf0360a0007040137c500cd65ad24• sys_app_module_9c718a510a0a0b3b76456b6ac5658724

[table name]_[associated tablename]_[record name]

• Dictionary• Field Labels

• sys_dictionary_sys_sync_history_version_log• sys_documentation_sc_cat_item_producer_service_submission_message_en

Reverting CustomizationsWhen 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 skipschanges to objects that have a current version in the Customer Updates table. Starting with the Calgary release, theupgrade 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 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 differencesfield. 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.• 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 wantto revert your customizations.

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Upgrade History 6

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.

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7

Introduction to Navigation and UI

Navigating Applications

OverviewAn application is a group of modules, or pages, that provide related information and functionality in a ServiceNowinstance. For example, the Incident application contains modules for creating and viewing incidents; theConfiguration 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:

• UI15 and 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 defineapplications and modules, and change its appearance.

Using the Application NavigatorThe application navigator comprises a list of application labels and the application navigator header. Eachapplication appears as a section in the application navigator denoted by an application label. Modules are listed byname 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.

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Navigating Applications 8

UI15 Application Navigator UI14 Application Navigator UI11 Application Navigator

Module IconsIn addition to names, modules in the application navigator also have icons.• UI15 and 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 HeaderThe application navigator header provides the following tools, depending on the version of the interface currently inuse. All tools available in UI11 are available in UI15 and UI14, but the button and icon placement may be different.

UI15 and UI14

• Navigation Filter ( ): filters the applications and modules that appear in the navigatorbased 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 ( in UI15, in UI14): 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 Managementitems 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 afavorite.

• Refresh Navigator: refreshes the list of applications and modules. Administrators who are customizing thenavigator can test their work without refreshing the whole browser session.

• Collapse All Applications: collapses all applications so that only application labels appear.

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Navigating Applications 9

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

Note: To increase or decrease font size on pages and menus in UI15, use the browser's zoom controls. In UI14, click the gear icon inthe banner frame.

UI11 and Classic

• Navigation Filter ( ): filters the applications and modules that appear in thenavigator 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 availableapplications, click the arrow and select All.

Using FavoritesIn UI15 and UI14, the application navigator has a star icon beside each module name that can be selected ( ) ordeselected ( ). Use these icons to select frequently used modules and then display only the favorites in theapplication 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, clickthe menu icon ( ) in the application navigator header and select Automatically Add Favorites from the list toremove the check mark.

Using the Navigation FilterThe navigation filter helps users quickly access information and services by filtering the items in the applicationnavigator 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 the filter text entry field 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.

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Navigating Applications 10

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

TutorialsThe 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 whichthe system generates pages.

URL SchemaThe basic schema for a system URL is:

https://<base URL>/nav_to.do?uri=<page name>.do?sys_id=<sys_id>%26<page parameters>

ElementsThe URL schema consists of the following elements:• base URL: unique, secure Web address for each instance. The default format is:

https://<instancename>.service-now.com.Customers who want to display a custom base URL in email notifications can set theglide.email.override.url property.

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

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

• sys_id=<sys_id> (optional): where <sys_id> is the sys_id of the record to open in form view. To create a newrecord, specify a sys_id of -1.

• <page parameters> (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=2^active=true: specifies a complex query with two terms (priority is 2 and active

is true).• sysparm_query=priority=2^active=true^EQ^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).

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Navigating by URL 11

• 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 URLsThe 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 internalURLs that fall within the character limit.The Tiny URL Support plugin is activated automatically but is not enabled. Activate this plugin if Microsoft InternetExplorer displays failure to open page errors during routine operations in the ServiceNow platform.

Tiny URL Support PropertiesThe 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. Forexample, 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 ValuesThis example opens a new Incident form in the standard interface with a priority of 1 and an incident state ofAwaiting Problem.Schema:

https://<baseURL>/nav_to.do?uri=<table name>.do?sys_id=-1%26sysparm_query=<field=value>

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

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You can also use JavaScript to access GlideSystem methods. The following creates the same type of incident asabove, and also populates the caller ID with the current user ID:

https://<instancename>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3^caller_id=javascript:gs.getUserID()

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

https://<baseURL>/nav_to.do?uri=<table name>_list.do

Example 1:https://<instance name>.service-now.com/nav_to.do?uri=incident_list.do

Schema:https://<baseURL>/<table name>_list.do

Example 2:https://<instance name>.service-now.com/incident_list.do

View a List of AttachmentsThis example opens the Attachments table in list view.Schema:

https://<baseURL>/nav_to.do?uri=<table name>_list.do

Example:https://<instance name>.service-now.com/sys_attachment_list.do

View a Filtered ListThis example returns a list of active incidents with high escalation in the standard interface.Schema:

https://<baseURL>/nav_to.do?uri=<table name>_list.do?sysparm_query=<field=value>

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

Return a FileThis example returns a comma-separated value file of records in the Incident table that meet the query conditions.Schema:

https://<baseURL>/nav_to.do?uri=<tablename>_list.do?sysparm_<sysparmTypeOrField=value>%26CSV

Example:https://<instancename>.service-now.com/nav_to.do?uri=incident_list.do?sysparm_query=active=false%26CSV

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User Interface

Using Lists

OverviewLists display information from a data table. Users can search, sort, filter, and edit data in lists. Lists also may beembedded 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 ( in UI15, in other UIs) may appear at the bottom right of some lists to indicate theprocessing time required to display the list.

UI15 List View

UI14 List View

Title BarThe title bar displays the title of the list(table) and provides several controls.

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UI11 List View

UI15 Title Bar

UI14 Title Bar

UI11 Title Bar

The title bar includes the followingcontrols:• List controls: appears when you

click the menu icon ( ) to the leftof the list title (UI15 and UI14) orwhen you click the arrow icon ( )beside the list title (UI11). Thismenu provides the following listcontrols:

• View: changes the columns andorder 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 foractive, 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 havepopulated 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 ( in UI15, in UI14): shows recent record activity for all records currently displayed

on a list (starting with the Eureka release). For more information, see Displaying Activity Streams.

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Breadcrumbs

Breadcrumbs

Breadcrumbs offer a quick form offilter navigation. A filter is a set ofconditions applied to a table in order tofind and work with a subset of the datain that table. The current filter isindicated by a hierarchical list ofconditions—breadcrumbs—at the topof the table. For more information, seeUsing Filters and Breadcrumbs.

Column HeadingsColumn headings appear at the top of a list header. These headings display column names and provide some listcontrols. Column headings are stationary at the top of the list and do not scroll with list content in UI15 and UI14.

Column Headings

The column headings provide thefollowing controls:• Sorting: Click the column name to

sort the list in ascending order.Click again to sort in reverse order.An arrow by the column nameindicates the column currentlybeing sorted as well as the sortdirection. A downward pointingarrow indicates the column is sortedin ascending order in UI15 anddescending order in UI14 and UI11.

• List context menu: Access this menu, also called a right-click menu, by clicking the menu icon ( in UI15, in UI14) at the top of a list column or by right-clicking the column heading. The list context menu offers thesecontrols:• 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, seeCreating Reports.

• Configure (Personalize in versions prior to Fuji) (requires access rights): provides administrative functionsrelated 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 and list_updater roles only): change applicable field values.

For more information, see Editing Lists.

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• Personalize List ( in UI15, in UI14 and UI11): customizes the list layout for the current user. For moreinformation, see Creating Personal Lists.

• Search ( in UI15, in UI14): enables the column search in UI15 and UI14.

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

FieldsFields display data and provide the following functionality.

UI11 Fields

• Links: open the associated recordin form view. Click the referenceicon or first column field to openthe current record. You can alsoclick a link to a related record inother columns to go to that relatedrecord.

• Editing: changes the information inone or more records. For moreinformation, see Editing Lists.

• Reference Icon ( in UI15, inUI14 and UI11): provides detailedinformation about the record. Point

to the reference icon to 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 (UI15 and 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 atag is assigned to a record in UI15 or UI14, the record is displayed on the Tagged Documents page. When alabel is assigned to a record in UI11 or classic, a link to the record is displayed in the application navigatorunder the assigned label. For more information, see Tagging Documents (UI15 and UI14) or Creating andUsing 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.

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Detail RowsDetail rows, when enabled, appear below the field row for each record and display a specified field's value. Forexample, the detail row might display the short description for each incident in a list. Detail rows support the samefunctionality as fields, including links, editing capabilities, and access to the context menu.

Administrators can enable detail rows and add them to lists. For more information, see Administering Detail Rows.Detail rows are available starting with the Fuji release (UI15 or later required).

Note: When a field is designated as the source for a list's detail rows, the system hides the list column for that field.

Field Status Indicators

Modern cellcoloring on

Modern cellcoloring off

Field status indicators are used to highlight certain fields on lists and to provide statusinformation.• In UI15 and UI14, field status indicators on lists are displayed using modern cell coloring,

as a colored circle on the left side of the field. You can revert to using a field backgroundcolor by personalizing the list and disabling modern cell coloring.

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

All UI versions display field status indicators for mandatory fields only, starting with theEureka release. Previous versions also display field status indicators for modified andread-only fields.

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Pop-Up FormsPop-up forms enable you to edit records without leaving the list (starting with the Fuji release in UI15). To display apop-up form, press Shift and click a field link or point to the reference icon for a record. You can edit the pop-upform like any other form.

Action Check Boxes

Action check boxes and Actions choice list

Action check boxes enable users toperform actions on selected items in alist.To use action check boxes:1. Select the check boxes beside the

records you want to affect. To selectall records on the page, go to thebottom of the list and select thecheck box beside the Actionschoice list.

2. Apply the desired action.• In the column heading context

menu, select Update Selected toupdate all the selected records.For more information, see Editing Lists.

• In the actions choice list, select an action such as Delete (administrators only), Show on Live Feed or AssignTag. The available actions vary depending on the list and which plugins are activated.

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Hierarchical ListsLists can have sublists in a hierarchy that can also be accessed in list view. Hierarchical lists allow users to viewrecords 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 moreinformation on how to enable and usethis feature.

Embedded ListsSome lists may be embedded in forms.Changes to embedded lists are savedwhen 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...• 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 ListTo open a list using the applicationnavigator, click the list name or typethe table name followed by .list in theapplication navigator filter. For moreinformation, see NavigatingApplications.

To open a list using a URL, append thetable name and _list.do to the instanceWeb address. For example, thefollowing URLs open the incident and

change request lists, respectively, in the demo instance:

http://<instance name>.service-now.com/incident_list.do

http://<instance name>.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 followingexamples:

http://<instance name>.service-now.com/nav_to.do?uri=incident_list.do

http://<instance name>.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.

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Note: Consider creating bookmarks for commonly viewed lists.

Displaying Activity Streams

Activity Stream Window

You can stream live activityinformation for all records on thecurrent list. This feature is availablestarting with the Eureka release whenUI15 or UI14 is enabled.

To view this information, click the listactivity stream icon ( in UI15, in UI14) in the list title bar. This iconappears in the title bar for all tasktables.

The live stream information appears ina flyout window, and is the sameinformation that appears in the activityformatter for a record. The informationin the flyout window updatesautomatically with audit and journal

entries. Click the x at the top to close the activity stream.

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Editing Lists

OverviewUsers 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 FunctionsTo 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 EditorThe list editor allows users to edit field values directly from a list without navigating to a form. Administrators canconfigure the list editor. By default, list editing is disabled for some tables. Fields of certain types cannot be editedfrom 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 listeditor.

2. Enter the appropriate values and click Save ( ), or click Cancel ( ) to retain the original value.

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List editor

Using Keyboard Navigationfor List Editing

Users can use spreadsheet-like keyboardnavigation 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 fieldyou 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 save

data by rows, an indicator appears beside the value and the list editor opens for the next field. The row is savedonly 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 isconfigured 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, toedit a choice list using Chrome, press the Spacebar.

Creating New RecordsUsers 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.

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Insert a new row (record)

Personalizing the List Editor

To personalize the behavior of the listeditor:

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 toprevent 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 toopen the list editor using a single click.

Editing Multiple RecordsAll users can edit multiple records at the same time using the list editor. Administrators and users with thelist_updater role can edit multiple records at the same time using an editing form. If you want to update a single fieldon multiple records to have the same value, the list editor is the quickest method. If you want to edit multiple fieldsor 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 pressShift + 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 securityconstraints), that is indicated.

3. Enter the appropriate values and click Save.

Selected fields are highlighted in blue.

To edit multiple records in a list usingan editing form (administrators andusers with the list_updater role):

1. Select the records to edit in one ofthe 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.

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Creating Personal Lists

OverviewPersonal lists modify a specific list view according to individual preferences. Users can create personal lists.Personal list customizations do not affect what other users see in their lists. Administrators can manage the personallists function.

Personal List Layout OptionsPersonal list layout options include:• Column selection and order• Row spacing• Text wrapping• List editing• List highlighting

UI15 Personalize List

Personalizing a ListTo personalize a list:1. Open the list.2. Click the personalize list icon (

in UI15, in previous UIs) in theupper left corner.

3. Use the slushbucket to select thecolumns and the desired order.

The first non-reference fieldautomatically links to the formview of the record. For thisreason, consider using the recordnumber as the first column inyour 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.

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UI11 Personalize List

• To highlight list rows as thecursor passes over them, selectthe Enable list highlightingcheck box. Clear the check boxto restore the static, alternate rowhighlighting.

• To use updated field statusindicators available in UI15 andUI14, select the Modern cellcoloring check box. Clear thecheck box to use field statusindicators available in UI11 andthe classic interface.

5. Select list editing options (requires setup).• 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 ( in UI15, in previous UIs) appears in the upper left corner.

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View Management

OverviewA view defines the elements that appear when a user opens a form or a list. Administrators and users with thepersonalize role can define views for any list and form, which view should be visible by default, and which viewspertain to specific user roles.Users with the admin or view_changer roles can change views.

Examples of Views

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.

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

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

Switching views on a list

To switch between form views, click the table name at the left sideof the form header, and then select Views > [Desired View]:

Switching views on a form

Switching views submits the form, which saves all changes andtriggers any onSubmit client scripts that apply. You cannot switchform views on a new form that has not been saved yet.

When a user switches views, the selected view is saved as a userpreference so the user sees the same view by default when theform opens. When a user has a view saved as a user preferenceand then opens a URL to a record that specifies another view, theform displays in the view saved in the user preference, not theURL. For example, if a user selects the Mobile view on anIncident record and then tries to open the following link, which

specifies the visual task board view, the form still opens in the Mobile view:https://{instance}/nav_to.do?uri=incident.do?sys_id={sys_ID}sysparm_view=vtb.

The sysparm_view parameter specifies the view to be used for a list or a form, and can be overwritten by a user’sstored preference for a view. You can override this behavior by setting the sysparm_view_forced parameter to true.

Administering ViewsSeveral views are included with the base system, including the Default view and Advanced view. All view recordsare saved in the UI View [sys_ui_view] table. Every list and form either has a view associated with it or uses theDefault view if no other view is assigned. Administrators can create additional views or modify the base systemviews.

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

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Creating ViewsAdministrators can create views to force all users to use a certain view, despite the view specified by the user'spreference.1. Navigate to the list or form that you want to create the view for.2. Right click the header and select the appropriate option for your version:

• Fuji or later: Configure > List Layout or Configure > Form Layout• Eureka or earlier: 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.If you are creating a view for a form, you can select a form section and configure the fields for that section.

You can create views in the same manner when you configure the form to add a related list.

Deleting ViewsYou 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 RuleAdministrators 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 Description

Name Specify an identifying name for the rule.

MatchConditions

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.

Note: The list shows only tables and database views that are in the same scope as the view rule (starting withthe Fuji release).

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

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Device type Select which interface this view rule applies to.

Conditions Specify the conditions that determines when the view is applied.

Exporting Data

OverviewServiceNow 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 FormatsServiceNow supports the following export formats:

ExportFormat

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 asa text file. Configure the list or form to add or remove fields from the export. When exported to CSV, dot-walked fields appear usingtheir 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 theglide.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 anExcel spreadsheet. Configure 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 XMLfile 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 aPDF file. Configure the list or form to add or remove fields from the export.

For information about HTML and exported lists see Rendering HTML in Exported Lists [1] on the ServiceNowCommunity.

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Exporting Form DataExport an individual record from a form by right-clicking a form header bar and selecting the export type. Exportformats include:• PDF (Portrait)• PDF (Landscape)• XML (This Record)

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

Note: When exporting PDF data from a form, only the fields added to the current view are exported. Fields present on the form buthidden by a UI policy are included in the PDF. When exporting XML data, however, all the fields are exported, regardless of theview. CSV and Excel records cannot be exported from a form.

Exporting List DataExport 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

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• 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.You can display Related List items on detailed PDF reports by setting theglide.export.pdf.list.related_list system property to true.

Note: You can control how line breaks appear in exported CSV data using the glide.csv.export.line_break systemproperty (starting with Dublin release).

Determining Which List Fields are ExportedBy default, exporting data from a list exports only the fields that are visible from the current view. If you want toexport fields from another list view, you can switch views from the UI. Alternatively, you can add thesysparm_view parameter to the URL request. For example, to export fields visible from the Self Service (ess)view:

https://instance_name.service-now.com/incident.do?CSV&sysparm_view=ess

If you are exporting CSV or Excel data and do not specify a view, the export uses the default list view. You canexport all fields by setting the sysparm_default_export_fields parameter to all (available starting withthe Dublin release). If you are exporting XML data, the export returns all fields unless you specify a particular view.The sysparm_default_export_fields parameter has no effect on XML exports.

Exporting Data with Scheduled ReportsYou can schedule regular or one-time exports from list reports. ServiceNow sends the report to one or more users byemail. Export formats include:• Excel• CSV• PDF• PDF (Landscape)If you need to share data with another ServiceNow instance or integrate with another application, consider creating aweb service or SOAP message instead.

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Exporting Directly from the URLYou may want to export data from the URL if you need to dynamically export data from a script or web service. Youmust be familiar with the ServiceNow table and column names to export data directly from the URL. See Navigatingby URL for more information about navigating to forms and lists.To export data directly from the URL, create a URL containing the following parts:1. Specify the instance URL. For example, https://<instance name>.service-now.com/.2. Specify the table form or list to export. For example, incident_list.do.3. Specify the export format processor to use for the export. For example, ?CSV.4. [Optional] Specify a query and sort order with URL parameters. For example,

&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27.The final URL should look like one of these sample URLs:

URL Description

https://<instance name>.service-now.com/incident_list.do?CSV Export all incidents to acomma-separated valuetext file.

https://<instancename>.service-now.com/incident_list.do?CSV&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27

Export a particularincident to acomma-separated valuetext file.

https://<instance name>.service-now.com/incident_list.do?CSV&sysparm_order_by=sys_id Export all incidents to acomma-separated valuetext file and sort the listby sys_id.

Exporting data directly from the URL

Note: ServiceNow enforces basic authentication [2] for direct URL access. The data extracted from the URL contains only the fieldsto which the currently authenticated user has read access.

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Export Format ProcessorsThe ServiceNow platform provides a default upper limit for XML data exports starting with the Dublin release. Ifyou are using an older version, see the previous version information.ServiceNow provides the following export format processors:

Export Processor URL Syntax Export Limits Description

CSV ?CSV 10,000 rows Exports table records as a comma-separated value text file.

Excel ?EXCEL 10,000 rows Exports table records as a Microsoft Excel spreadsheet.

XML ?XML 10,000 rows Exports table records as an XML document.

PDF ?PDF 5,000 rows Exports table records as a Portable Document Format file.

Schema ?SCHEMA N/A Exports the database schema for the table.

XSD ?XSD N/A Exports the table structure in XSD format.

See Export Limits for information about processor export limits and how to work around them if a table exceeds theexport limit.

Note: Export processors return all requested records regardless of whether you use the table.do or table_list.do format to identifythe export table.

Click the plus to expand previous version information

Prior to the Dublin release, the ServiceNow platform provided default upper and lower limits for XML data exports.

Note: If you use these limits in a Dublin instance, they will continue to function correctly. To ensure functionality in subsequentreleases, however, we recommend that you modify your code to use the single export limit.

Export Processor URL Syntax Export Limits Description

CSV ?CSV Lower Limit: 10,000 rows Upper Limit: 50,000rows

Export table records as a comma-separated value textfile.

Excel ?EXCEL Lower Limit: 10,000 rows Upper Limit: 50,000rows

Export table records as a Microsoft Excel spreadsheet.

XML ?XML Lower Limit: 10,000 rows Upper Limit: 50,000rows

Export table records as an XML document.

PDF ?PDF Upper Limit: 5,000 rows Export table records as a Portable Document Formatfile.

Schema ?SCHEMA Lower Limit: 10,000 rows Upper Limit: 50,000rows

Export table records as a schema document.

XSD ?XSD Lower Limit: 10,000 rows Upper Limit: 50,000rows

Export table records as an XSD document.

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Using URL Queries to Filter List ResultsUse URL queries to programmatically generate filtered lists before exporting them. URL queries are useful forscripts that generate a list of records and where no user will manually add the filter from the UI. You must befamiliar with the table's column names and values to create a query.To create URL queries:1. Specify the instance URL. For example, https://demo.service-now.com/.2. Specify the list URL for the table you want to export. For example, incident_list.do.3. Specify the export format processor for the export. For example, ?XML.4. Specify the query as the value of the sysparm_query parameter. For example,

?sysparm_query=priority=1.5. [Optional] Specify the result sort order with the sysparm_order_by= parameter. For example,

CSV&sysparm_order_by=assigned_to.

Note: All queries use a column name, an operator, and a value. See Condition Builder for a list of available operators.

For example, to export a list of all priority 1 incidents as an XML file, use the following URL:https://<instancename>.service-now.com/incident_list.do?XML&sysparm_query=priority=1&sysparm_order_by=assigned_to

URL Query ParametersServiceNow provides the following URL query parameters:

URL Parameter URL Syntax Description

sysparm_query sysparm_query=[columnname][operator][value]

Displays a list of records that match the query. For example: https://<instancename>.service-now.com/incident_list.do?XML&sysparm_query=priority=1

sysparm_order_by sysparm_order_by=[columnname]

Sorts a list of records by the column name provided. For example: https://<instancename>.service-now.com/incident_list.do?sysparm_query=priority=1&sysparm_order_by=assigned_to

You can sort by only one column using sysparm_order_by. To sort by multiple columns, usesysparm_query=ORDERBY[column name]^ORDERBY[column name]. For example:sysparm_query=ORDERBYassigned_to^ORDERBYpriority.

Example XML ExportThe following URL query produces an XML document similar to the sample shown:https://<instancename>.service-now.com/incident_list.do?XML&sysparm_query=priority=1&sysparm_order_by=assigned_to

<?xml version="1.0" encoding="UTF-8"?>

<xml>

<incident>

<active>true</active>

<activity_due>2012-11-28 20:44:11</activity_due>

<approval>not requested</approval>

<approval_history/>

<approval_set/>

<assigned_to/>

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<assignment_group>d625dccec0a8016700a222a0f7900d06</assignment_group>

<business_duration/>

<business_stc/>

<calendar_duration/>

<calendar_stc/>

<caller_id/>

<category>inquiry</category>

<caused_by/>

<child_incidents>0</child_incidents>

<close_code/>

<close_notes/>

<closed_at/>

<closed_by/>

<cmdb_ci/>

<comments/>

<comments_and_work_notes/>

<company/>

<contact_type>phone</contact_type>

<correlation_display/>

<correlation_id/>

<delivery_plan/>

<delivery_task/>

<description/>

<due_date/>

<escalation>0</escalation>

<expected_start/>

<follow_up/>

<group_list/>

<impact>1</impact>

<incident_state>1</incident_state>

<knowledge>false</knowledge>

<location>108752c8c611227501d4ab0e392ba97f</location>

<made_sla>true</made_sla>

<notify>1</notify>

<number>INC0010040</number>

<opened_at>2012-11-28 16:31:08</opened_at>

<opened_by>6816f79cc0a8016401c5a33be04be441</opened_by>

<order/>

<parent/>

<parent_incident/>

<priority>1</priority>

<problem_id/>

<reassignment_count>0</reassignment_count>

<rejection_goto/>

<reopen_count>0</reopen_count>

<resolved_at/>

<resolved_by/>

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<rfc/>

<severity>3</severity>

<short_description>test +XB</short_description>

<skills/>

<sla_due/>

<state>1</state>

<subcategory/>

<sys_class_name>incident</sys_class_name>

<sys_created_by>admin</sys_created_by>

<sys_created_on>2012-11-28 16:31:33</sys_created_on>

<sys_domain>global</sys_domain>

<sys_id>4efe74640982300000a286aa871e705a</sys_id>

<sys_mod_count>4</sys_mod_count>

<sys_updated_by>admin</sys_updated_by>

<sys_updated_on>2012-11-28 18:44:11</sys_updated_on>

<time_worked/>

<upon_approval>proceed</upon_approval>

<upon_reject>cancel</upon_reject>

<urgency>1</urgency>

<user_input/>

<variables/>

<watch_list>dfdc91a809c2300000a286aa871e7057,46d44a23a9fe19810012d100cca80666</watch_list>

<wf_activity/>

<work_end/>

<work_notes/>

<work_notes_list/>

<work_start/>

</incident>

...

</xml>

Calling URL Exports ProgrammaticallyYou can dynamically export data from a script or web service by calling a URL export from any programminglanguage. The following procedure includes code samples that demonstrate calling a URL export in C# for a .Netframework call:1. Add the following Imports:

using System.Net;

using System.IO;

2. Call the Download method: static void Main(string[] args)

{

// Call to DownloadFile method supplying the URL and location

to save CSV file locally

int read =

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DownloadFile("https://demo007.service-now.com/incident_list.do?CSV&sysparm_query=priority=1&sysparm_order_by=assigned_to",

"c:\\test\\incident.csv");

}

3. Create a Download method as follows:

public static int DownloadFile(String url,

String localFilename)

{

// Function will return the number of bytes processed

// to the caller. Initialize to 0 here.

int bytesProcessed = 0;

// Assign values to these objects here so that they can

// be referenced in the finally block

Stream remoteStream = null;

Stream localStream = null;

WebResponse response = null;

// Use a try/catch/finally block as both the WebRequest and

Stream

// classes throw exceptions upon error

try

{

// Create a request for the specified remote file name

WebRequest request = WebRequest.Create(url);

// Create the credentials required for Basic Authentication

System.Net.ICredentials cred = new

System.Net.NetworkCredential("user_name", "password");

// Add the credentials to the request

request.Credentials = cred;

if (request != null)

{

// Send the request to the server and retrieve the

// WebResponse object

response = request.GetResponse();

if (response != null)

{

// Once the WebResponse object has been retrieved,

// get the stream object associated with the

response's data

remoteStream = response.GetResponseStream();

// Create the local file

localStream = File.Create(localFilename);

// Allocate a 1k buffer

byte[] buffer = new byte[1024];

int bytesRead;

// Simple do/while loop to read from stream until

// no bytes are returned

do

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{

// Read data (up to 1k) from the stream

bytesRead = remoteStream.Read(buffer, 0,

buffer.Length);

// Write the data to the local file

localStream.Write(buffer, 0, bytesRead);

// Increment total bytes processed

bytesProcessed += bytesRead;

} while (bytesRead > 0);

}

}

}

catch (Exception e)

{

Console.WriteLine(e.Message);

}

finally

{

// Close the response and streams objects here

// to make sure they're closed even if an exception

// is thrown at some point

if (response != null) response.Close();

if (remoteStream != null) remoteStream.Close();

if (localStream != null) localStream.Close();

}

// Return total bytes processed to caller.

return bytesProcessed;

}

Export LimitsThe ServiceNow platform provides a default upper limit for XML data exports.The purpose of the upper limit is to avoid creating performance issues when a table is excessively large. If you needto export more records than the threshold permits, break up the export into separate manageable chunks.In addition to the format-specific limits, you may need to setcom.glide.processors.XMLProcessor.max_record_count to match the upper limit set by theformat-specific limit.

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Export Limit PropertiesYou can set the number of records to return during an export using the URL parametersysparm_record_count. However, the system analyzes the following settings to determine whether an exportlimit should be applied.1. First, the platform checks the property that defines the format-specific export limit (see table). Each format can

have a different limit. Although this property can be set to any value, exceeding the default export limit canimpact system performance. You may want to set the property at or below the default limit and have users exportlarge amounts of data in smaller increments.

2. If the format-specific property is not set, the system checks the property for the general export limit (see table).This property can also be set to any value, but exceeding the default export limit can impact system performance.

3. If neither the format-specific export limit nor the general export limit property is set, the system enforces thedefault export limit (see table).

Note: These properties are not defined by default. You must add the property to assign a value to it.

Format Format-Specific Export Limit General Export Limit Default Export Limit

XML glide.xml.export.limit glide.ui.export.limit 10,000

CSV glide.csv.export.limit glide.ui.export.limit 10,000

EXCEL glide.excel.export.limit glide.ui.export.limit 10,000

PDF glide.pdf.max_rows N/A 5,000

PDF glide.pdf.max_columns N/A 25

Although the number of columns can be set higher than 25 in the PDF export, this is not advisable as only 25 headerlabels fit on a page.A warning threshold property called glide.ui.export.warn.threshold controls how the records areexported. If a user attempts to export a number of records from a list that exceeds the warning threshold, a dialog boxoffers the choice of waiting for the export to complete or having the exported records emailed as an attachment. Thewarning threshold can be changed in the system property. The email attachment must not exceed the maximumallowed email size or configured email attachment size. For more information, see Exported Table Emails.

Example 1: Exporting to CSV• glide.csv.export.limit = 20,000• glide.ui.export.limit = 10,000• com.glide.processors.XMLProcessor.max_record_count = 20,000• Default export limit for CSV = 10,000

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Records to be Exported Records Returned

15,000 15,000

30,000 20,000

Note: In the second export, the number of records returned from the database is limited because the number of records specified forexport exceeds the value set in the glide.csv.export.limit property.

Example 2: Exporting to Excel• glide.excel.export.limit = no entry• glide.ui.export.limit = no entry• Default export limit for EXCEL = 10,000

Records to be Exported Records Returned

10,000 10,000

30,000 10,000

Note: In the second export, the number of records returned from the database is limited because the number of records specified forexport exceeds the default export limit for Excel, 10,000 records.

Example 3: Exporting to PDF• glide.pdf.max_rows = 3,500• Default and maximum export limit for PDF = 5,000

Records to be Exported Records Returned

2,000 2,000

10,000 5,000

Note: In the first export, all records are returned because the number of records specified for export does not exceed theglide.pdf.max_rows property. In the second export, the number of records returned is limited because the number of recordsspecified for export exceeds the value in the glide.pdf.max_rows property.

Breaking Up Large ExportsIf the number of records to be exported exceeds the actual export limit, you may want to break the export intosmaller increments that do not place a significant performance load on the platform.1. Filter the list to display the records you want to export.2. Write down the number of records returned.3. If the record number is higher than the defined threshold, issue a sysparm query for the first 50,000 records

using the following syntax:https://<instancename>.service-now.com/syslog_list.do?XML&sysparm_order_by=sys_id&sysparm_record_count=50000

This exports the first 50,000 records in order, sorted by the sys_id number.

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4. Find the next record in order, such as 50,001.5. Right-click the row and copy the sys_id of the next record you want to export.6. Access the next series of records with a greater than or equal to query run against the sys_id of record 50,001.

The following example shows a query that uses a sys_id of b4aedb520a0a0b1001af10e278657d27. Use thesyntax shown in this query to export the next set of records.https://<instancename>.service-now.com/syslog_list.do?XML&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27&sysparm_order_by=sys_id&sysparm_record_count=50000

Note: URL queries use typical percent encoding [3]. In this example, the greater than sign (>) is encoded as%3E and the equal sign (=) is encoded as %3D.

7. Continue issuing this query, using the starting sys_id for the next set of records until you have exported all thenecessary records.

Excel Export ThresholdExcel exports are intended for relatively small exports, fewer than 500,000 cells, while CSV can handle largerexports.Whenever you export to Excel and the resultant spreadsheet has more than 500,000 cells (by default), the exportprocess stops and you are given the Excel file at that point. In the bottom row, there will be the following message:Export stopped due to excessive size. Use CSV for a complete export:

The Excel export cell threshold is customizable using the glide.excel.max_cells integer property. Note: Increasingthis threshold may cause a memory issue in your instance. The threshold is set at an appropriate level to preventresource issues.The export will put the information into the Excel document with 32,000 rows per spreadsheet.

Enabling Export Debug LoggingWhen the property glide.export.debug is true, the instance logs export processing including database querytime and the time taken to write data to the file. Debug logs are indicated by the text Export API. Prolonged use ofthis property can affect performance, so it is best to use it while debugging export processing, and then set theproperty back to false.

Click the plus to see sample log data.

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7/17/14 15:53:48 (500) EB39A310EB022100C46AC2EEF106FED9 Maximum record

count for this instance is: 10000: , request is for: 0 Cap the Record

count to Maximum Record Count

07/17/14 15:53:48 (522) EB39A310EB022100C46AC2EEF106FED9 Export API -

ExportProcessor : Processing EXCEL export request,

ExportParameters:TableName=incident, Query=active=true, Limit=10000,

SortBy=null

07/17/14 15:53:48 (527) EB39A310EB022100C46AC2EEF106FED9 Export API -

ExportProcessor : Export using background thread

07/17/14 15:53:48 (528) EB39A310EB022100C46AC2EEF106FED9 #748

/poll_processor.do -- total transaction time: 0:00:03.357, total wait

time: 0:00:00.000, session wait: 0:00:00.000, semaphore wait:

0:00:00.000, source: 0:0:0:0:0:0:0:1%0

07/17/14 15:53:48 (550) SYSTEM Enabling elevated role: security_admin

07/17/14 15:53:48 (588) SYSTEM Export API - ExcelExporter : 29 rows

retrieved from database duration_milliseconds=2

07/17/14 15:53:49 (534) NONE New transaction

EB39A310EB022100C46AC2EEF106FED9 #751 /poll_processor.do

07/17/14 15:53:49 (544) EB39A310EB022100C46AC2EEF106FED9 #751

/poll_processor.do Parameters -------------------------

sys_action=poll

sysparm_processor=poll_processor

job_id=a61a2314eb022100c46ac2eef106fe0a

07/17/14 15:53:49 (547) EB39A310EB022100C46AC2EEF106FED9 #751

/poll_processor.do -- total transaction time: 0:00:00.013, total wait

time: 0:00:00.000, session wait: 0:00:00.000, semaphore wait:

0:00:00.000, source: 0:0:0:0:0:0:0:1%0

07/17/14 15:53:49 (740) SYSTEM Export API - ExcelExporter : Rows

written to file duration_milliseconds=1150

Enhancements

FujiYou can enable export logging to record detailed export performance data.

Dublin• A new system property, glide.csv.export.line_break, controls how line breaks appear in exported

CSV data.• A default upper limit is available for XML data exports. However, the upper and lower limits from earlier

versions will continue to function correctly in a Dublin instance.• A new system property, glide.ui.export.warn.threshold, controls how a user receives returned

export records when the limit has been exceeded. The available options are to wait for the export to complete orhave the exported records sent as an email attachment.

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Calgary• A new system property, glide.export.csv.charset, controls the character set used to export CSV files.

This property allows localized instances to export strings in a character set supported by the language. Startingwith Calgary, you can set the system property to the character set name you want to use to export CSV files.

References[1] https:/ / community. servicenow. com/ community/ blogs/ blog/ 2015/ 01/ 05/ rendering-html-in-exported-lists[2] http:/ / www. w3. org/ Protocols/ HTTP/ 1. 0/ draft-ietf-http-spec. html#BasicAA[3] http:/ / en. wikipedia. org/ wiki/ Percent-encoding

Uploading Attachments

OverviewYou can upload a file as an attachment to an incident, knowledge article, change request, or other record inServiceNow. Attachment file size is not limited by default.

Note:

• To configure attachment options, see Administering Attachments.• To upload an image file for use in HTML fields, articles, or other records, see Storing Images in the Database.

Warning: Uploading large attachments might lead to issues with the user's active session on the instance.

Managing AttachmentsTo manage attachments on a record:1. Navigate to the record (example, an incident record).2. Click the paper clip ( ) in the upper right or the Manage Attachments button (if files are already attached).

• From the Attachments pop-up window you can add, delete, or rename attachments.• The number of attachments for a record is listed on the Manage Attachments button.

Attachments pop-up window

Adding an AttachmentDo not use the Upload File module in the System Definitionapplication. This module is not compatible with multi-node instances.Instead, attach a file directly to a record.

1. Navigate to the record (example, an incident record).

2. Click the paper clip ( ) in the upper right.3. Click Choose File (or Browse, depending on your browser) and navigate to a file. You can upload multiple files

in one of the following ways:

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• Select multiple files at the same time. This feature is not supported by Internet Explorer.

Select files

• Add each file on a separate line. Click Add AnotherAttachment, and then click Choose File on the next line. Repeatuntil all desired files are selected. This feature is available in allsupported browsers.

Select files on separate lines

4. Click Attach. Attached files appear in the Current fileattachments list and at the top of the form. A message appears if afile is not attached because it is too large or is a restricted file type(administrators can configure these limits).

Attached files

5. Close the pop-up window to return to the form.

Note: Empty attachments (file size of 0 kb) are not supported.

Attaching Files with Drag-and-DropDrag files from your computer to a form and upload them asynchronously. This functionality is supported in Firefox3.6 or later and Chrome. Support will be added for other web browsers as they implement the HTML5 specification.To attach files with the drag-and-drop feature:1. Navigate to the ServiceNow record.2. On your computer, browse to the files to attach.3. Select the files on your computer and then drag them over the header bar on the ServiceNow form.4. When the attachments header appears orange, release the mouse button to begin the upload.

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Drag-and-drop upload

When the upload is complete, the file name is added to theattachments header. Upload speed depends on the file size andthe speed of your network connection.

Warning: Do not navigate away from the record while an upload is in progress. The upload must be completed for the file to beattached.

Renaming AttachmentsTo rename a file that is attached to a record:1. Navigate to the record.2. Click [rename] beside the file name at the top of the form.3. Edit the file name and press Enter.

Rename the attachment

Note: Press Esc instead of Enter to undo your changes and cancel rename.

Deleting AttachmentsTo delete attachments from a record:1. Navigate to the record.2. Click Manage Attachments in the upper left corner of the record or click the paper clip.3. Select the check boxes next to the attachments to delete.4. Click Remove.5. Close the pop-up window to return to the form.

Delete attachments

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Using HTML Fields

OverviewAn HTML field allows users to define how field content is rendered by using HTML. Knowledge articles, servicecatalog item descriptions, release documentation, and HTML content blocks are common examples of HTML fields.Administrators can add HTML fields to any form and also customize the functionality of HTML fields.

Types of EditorsThe are two types of HTML editors in the system:• TinyMCE: A What You See Is What You Get (WYSIWYG) field that displays text as readers would see it on the

screen. TinyMCE is the default editor.• htmlArea: The legacy editor, which offers a more basic WYSIWYG interface as well as a mode that shows only

HTML markup.The glide.ui.html.editor system property specifies which interface is used for all HTML fields.

Note: Styles declared by HTML fields may be overridden by CSS declarations in the themes.css file that styles the entire instance. Todetermine what attributes are overriding a style, use a web development tool (for example, Firebug for Firefox).

The TinyMCE HTML EditorThese versions of the TinyMCE editor are available:• Version 4, which provides a simplified toolbar and an updated table designer tool, is available starting with the

Eureka Patch 1 release.• Version 3 is available with the Eureka and previous releases.The version of the TinyMCE editor currently in use depends on the user interface:• The UI14 interface uses version 4.• The UI11 and classic interfaces use version 3.

TinyMCE version 4 editor TinyMCE version 3 editor

Warning: Do not paste graphics into the TinyMCE editor. The editor does not support embedded graphics.

Users can modify the TinyMCE toolbar and add or remove functionality. For more information, see Configuring theTinyMCE HTML Toolbar.

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The htmlArea EditorThe htmlArea editor is the legacy editor for HTML fields.

htmlArea

Using the EditorsThe editors provide controls that aresimilar to a word processing program:• Formatting options for controlling

how text appears.

• Table functions for creating tables.• Editing functions for modifying text, such as cut, copy, and paste.• Extended functions to perform actions such as inserting hyperlinks and special characters.

FormattingIn the following table, the Icon column displays icons that are available with the TinyMCE version 3 and htmlAreaeditors. The TinyMCE v4 Icon column displays icons that are available with the TinyMCE version 4 editor. Namesmarked with an asterisk (*) are not available with the htmlArea editor.

Icon TinyMCE v4Icon

Name Description

New Document* Clears the contents of the HTML field.

Bold Applies bold formatting to the selected text or current word.Keyboard shortcut: CTRL + B

Italic Applies italics formatting to the selected text or current word.Keyboard shortcut: CTRL + I

Underline Applies underline formatting to the selected text or current word.Keyboard shortcut: CTRL + U

Strikethrough* Applies strikethrough formatting to the selected text or current word.

Align Right Applies right alignment to the current paragraph.Code reference [1]: text-align:right

Align Center Applies center alignment to the current paragraph.Code reference [1]: text-align:center

Align Left Applies left alignment to the current paragraph.Code reference [1]: text-align:left

Justify Applies justified alignment, which stretches the lines to equal width, to the currentparagraph.Code reference [1]: text-align:justify

Format Applies a paragraph style to the current paragraph, such as Paragraph, Heading 1, andPreformatted.

Font Family Applies a font family to the selected text or current word.

Font Size Applies a font size to the selected text or current word.

Insert/RemoveBulleted List

Applies or removes unordered list tags for the selected paragraphs. Click the arrowbeside the button to select a different bullet type.

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Insert/RemoveNumbered List

Applies or removes ordered list tags for the selected paragraphs. Click the arrow besidethe button to select a different number type.

Decrease Indent Removes indentation from the current or selected paragraphs (removes 30px of leftpadding; padding cannot be less than 0).Code reference [2]: padding-left

Increase Indent Applies indentation to the current or selected paragraphs (adds 30px of left padding).Code reference [2]: padding-left

Block Quote* Applies the <blockquote> tag, which defines a long quotation, to the current orselected paragraphs. Browsers usually indent these elements.Code reference [3]: <blockquote>

Select Text Color Applies font color to the current word or selected text. Click the button to use the currentcolor, or click the arrow next to the button to view more colors. Click More Colors... toview various color options and the hexadecimal codes.

Select BackgroundColor

Applies background color to the current word or selected text. Click the button to use thecurrent color, or click the arrow next to the button to view more colors. Click MoreColors... to view various color options and the hexadecimal codes.

Clear Formatting* Removes the inline styles and formatting from the selected text.

Subscript* Applies subscript text, which appears half a character below the baseline, to the currentword or selected text.Code reference [4]: <sub>

Superscript* Applies superscript text, which appears half a character above the baseline, to the currentword or selected text.Code reference [4]: <sup>

*These options are not available with htmlArea.

Table FunctionsThe TinyMCE version 4 editor uses menus and menu selections to create and edit tables. The TinyMCE version 3editor and the htmlArea editor use icons to create and edit tables.

TinyMCE Version 4 Editor

Table menu

Click the table icon ( ) to access the TinyMCE version 4table menu. Use the table menu to:• Insert or delete a table• Modify table properties• Add, move, or delete rows and columns• Modify row and column properties• Split and merge cells

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Insert table

To insert a table in the HTML field, click Insert table andhighlight squares in the grid to represent the desired number ofrows and columns. Click the last highlighted square to insert thetable.

After you insert the table, you can modify the size by clicking anddragging the handles at the table edges.

Table properties

Click Table properties to open the Table properties dialog box.From this box you can:

• Set table width and height• Set cell spacing and padding• Enable borders and captions• Set the table alignment

Table cell properties

With the cursor in the desired table cell, click Cell properties toopen the Cell properties dialog box. From this box you can set thefollowing for table cells:

• Width and height• Type and scope• Horizontal and vertical alignment

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Table row properties

With the cursor in a table cell in the desired row, click Rowproperties to open the Row properties dialog box. From this boxyou can set the following for rows:

• Row type• Alignment• Height

TinyMCE Version 3 and htmlArea Editors

Icon Name Description

Insert/Edit Table Inserts a table and defines properties for the current table, including columns, rows, width, layout, and spacing. Tolearn more, see the table styles example.Code reference [5]: table

Table RowProperties*

Defines properties for the current row, odd rows, even rows, or all rows in the table. To learn more, see the tablestyles example.Code reference [6]: tr

Table CellProperties*

Defines properties for the current cell, cells in the current row, cells in the current column, or all cells in the table.To learn more, see the table styles example.Code reference [7]: td

Insert Row Before* Adds a row above the current row in a table.

Insert Row After* Adds a row below the current row in a table.

Delete Row* Deletes the current row in a table.

Insert ColumnBefore*

Adds a column to the left of the current column in a table.

Insert Column After* Adds a column to the right of the current column in a table.

Delete Column* Deletes the current column in a table.

Split Merged TableCells*

Splits any merged cells in the selected table cells.

Merge Table Cells* Merges the selected cells in a table.Code reference [8]: colspanCode reference [9]: rowspan

*These options are not available with htmlArea.

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Editing Functions

Icon TinyMCE v4Icon

Name Description

Cut* Cuts the selected text. Not supported in all browsers; use keyboard shortcut.Keyboard shortcut: CTRL + X

Copy* Copies the selected text. Not supported in all browsers; use keyboard shortcut.Keyboard shortcut: CTRL + C

Paste* Pastes the selected text. Not supported in all browsers; use keyboard shortcut.Keyboard shortcut: CTRL + V

Paste as PlainText*

Enables paste as plain text (without source formatting) for the subsequent paste operation.

Paste from Word* Opens a new window that allows you to copy and paste content from Microsoft Word into theHTML field.

Find* Allows you to locate text strings in the HTML field. Search above (up) or below (down) thecursor location.

Find/Replace* Allows you to replace the next (Replace) or all (Replace All) occurrences of a text string in theHTML field.

Undo* Reverts the previous edit.

Redo* Reapplies the last reverted edit.

*These options are not available with htmlArea.

Extended Functions

Icon TinyMCE v4

Icon Name Description

Insert/Edit Link Configures a link for the selected text. Define the link URL, title (additional information that appearsin the tool tip), and the target (same window or new window or tab).Code reference [10]: <a>

Remove link* Removes the current hyperlink.

Cleanup MessyCode*

Fixes standard HTML errors for the selected text, such as invalid tags. Note that clicking this buttonmay change the layout of existing content. You can click Undo to revert this action if you do not likethe results.

Edit HTMLSource

Opens HTML source code in a separate window. See Editing in HTML Source Mode.

Insert HorizontalLine

Inserts a horizontal line at the current location.

Toggle InvisibleElements*

Shows or hides invisible elements in the article, such as collapsed table borders.

Insert SpecialCharacter*

Inserts a special character (symbol) at the current cursor location. Click the button to view a list ofavailable characters. Point to a character to view the name and HTML code. Click a character to insertit.

Insert/Edit Image Inserts an image from the image library or an attachment. You can also add images to the image librarywith this feature. To learn more, see Embedding Images in HTML Fields.

Insert/EditEmbedded Media

Embeds a video from the video library or an attachment. You can also add videos to the video librarywith this feature. To learn more, see Embedding Video in HTML Fields.

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Spell Checker Checks the spelling of text in the HTML field.

Preview* Opens a preview of the HTML field in a separate window without saving changes.

Toggle FullScreen Mode*

Expands the HMTL field to use the full form view for easier editing. Click the button again to return tostandard form view. This feature is not available for Internet Explorer.

*These options are not available with htmlArea.

Highlighting Text in the TinyMCE EditorOn the bottom bar of the TinyMCE editor, the path of HTML tags for the text at the cursor position is displayed.Click a tag in the path to highlight the text affected by the tag.

Inserting a Line BreakWhen you use the ENTER key, the editor creates a new paragraph element (<p>) tag, which appears as a doublespace. To enter a single line space, use the SHIFT + ENTER key combination, which inserts a line break (<br>) tag.

Using HTML Source Mode in the htmlArea EditorIn HTML source mode, you can use standard HTML to edit text. Click Edit HTML Source ( ) to open theHTML source code in a separate window. Make your changes and then click Update.

HTML editor. HTML source mode.

Note: Fields which are blank may still have default HTML tags applied by default - for example, a <body></body> tag. These tagswill be displayed in the HTML Source Mode.

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Example: Styling a TableThe following example uses HTML field controls to format a table in a knowledge article.

Example. Table

To add the formatted table to aknowledge article:1. Navigate to Knowledge > Edit and

select the article to edit.2. Click in the HTML field and move

the cursor to the location for thetable.

3. Click Insert/Edit Table ( ).4. Enter the following values on the

General tab:

• Columns: 2• Rows: 4• Cell Padding: 3• Cell Spacing: 3• Border: 1• Width: 75%

5. Enter the following values on the Advanced tab:• Rules: all• Border Color: Click the color picker, click the Named tab, and select Dim Grey (color #696969).

6. Click Insert.7. Click in the first line of the table and then click Table Row Properties ( ).8. Enter the following value on the General tab:

• Vertical Alignment: Top9. Select Update All Rows in Table and then click Update.10. Click in the first cell of the table and then click Table Cell Properties ( ).11. Enter the following value on the General tab:

• Cell Type: Header12. Enter the following value on the Advanced tab:

• Background Color: Click the color picker, click the Named tab, and select Light Sky Blue (color #87cefa).13. Select Update All Cells in Row and then click Update.14. Click in the second row of the table and then click Table Row Properties ( ).15. Enter the following value on the Advanced tab:

• Background color: Click the color picker, click the Named tab, and select Silver (color #c0c0c0).16. Select Update Odd Rows in Table and then click Update.17. Click in the first column of the table and then click Table Cell Properties ( ).18. Enter the following value on the General tab:

• Width: 30%19. Click Update.20. Enter data in the cells and then save the article. The table is formatted with a blue header row and alternating

grey and white data rows.

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References[1] http:/ / www. w3schools. com/ cssref/ pr_text_text-align. asp[2] http:/ / www. w3schools. com/ cssref/ pr_padding-left. asp[3] http:/ / www. w3schools. com/ tags/ tag_blockquote. asp[4] http:/ / www. w3schools. com/ tags/ tag_sup. asp[5] http:/ / www. w3schools. com/ tags/ tag_table. asp[6] http:/ / www. w3schools. com/ tags/ tag_tr. asp[7] http:/ / www. w3schools. com/ tags/ tag_td. asp[8] http:/ / www. w3schools. com/ tags/ att_td_colspan. asp[9] http:/ / www. w3schools. com/ tags/ att_td_rowspan. asp[10] http:/ / www. w3schools. com/ tags/ tag_a. asp

Adding Media to HTML Fields

OverviewUsers can add media elements, including images, web links, and videos, to HTML fields. To learn about otherHTML field features, see Using HTML Fields.

Embedding Images in HTML FieldsUsers with the admin role can use the HTML field image picker to embed images into HTML fields, and to addimages to the image library.

Note: Administrators and users with the image_admin role manage the image library at System UI > Images. See Storing Images inthe Database.

To embed an image in an HTML field:1. Open the form that contains the HTML field.2. Click at the position where the image is to appear. To modify an existing image, click the image.3. Click Insert/Edit Image ( ) on the HTML editor toolbar.

See the table for field descriptions.4. To provide additional control over the image's appearance, click Advanced options. See the table for field

descriptions.

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5. Click OK.

Field Description

Type Select the image type.

• Image Library: may be reused.• Attachment: available in the current record only

Image Begin typing a file name and select an image from the list, or click the reference lookup ( ) and select an image from the table. Toupload a new image, click New, click Choose File, locate the image you want to use, and click Upload.

Tooltip Enter alternate text that appears when a user points to the image.

Alt Enter alternate text that can be used to improve accessibility. For example, it could be used with a screen reader. If this field is left blank,it defaults to the text entered in the Tooltip field. Available starting with the Dublin release.

Advanced options

Layout Enter the image Alignment (default is Baseline) and Border thickness.

Spacing Enter the number of Horizontal and Vertical pixels around the image.

Size Enter the Width and Height of the image (in pixels).

Note: To resize an embedded image (not available for Chrome browsers), click the image. The sizing frame appears. Drag a sizingpoint until the image is the desired size. Corner points adjust the size proportionally.

Linking to a WebsiteTo insert a link to a website in an HTML field:1. Move the cursor to the position where the link is to appear.2. Click the Insert/Edit Link icon ( ) in the HTML toolbar.

See the table for field descriptions.3. Click OK to insert the link into the field.

Field Description

URL Enter the URL for the link. Copying and pasting is usually the easiest method.

Tooltip Enter the text you want to display for the link.

Target Select the target window for the URL. For files, the None (use implicit) selection is generally the best choice. However, if you are linkingto a complete Web page, choose New window (_blank) so that the browser opens a new window.

Embedding Video in HTML FieldsThe HTML Field Video Picker inserts videos into HTML fields. Users can also add videos to the video library usingthe HTML Field Video Picker. The following file formats are supported in the base system:• Flash animations (.swf)• Movies (.mov)ServiceNow does not support Windows Media Video (WMV) files.

Note: Administrators and users with the image_admin role manage the video library at System UI > Videos.

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To embed a video in an HTML field:1. Open the form that contains the HTML field.2. Click at the position where the video is to appear. To modify an existing video, click the video.3. Click Insert/Edit Embedded Media ( ) on the HTML editor toolbar.

See the table for field descriptions.4. Click OK.

Field Description

Type Select the video type.

• Attachment: available in the current record only• Video Library: may be reused• URL: from an external source

For an attachment or video library file, select a video from the list or click New. For an external URL, enter the URL.

Size Enter the Width and Height of the video (in pixels).

Flash Options Enter information about Flash usage.

Embed a video. Attachment or Video Library. Embed a video. URL.

Administrative FunctionsAdministrators with the image_admin role can define the types of video files that can be embedded. To see the list offile types, navigate to System UI > Embed Object Types. Set the Active field to false for any file types that are notdesired. To add additional types that are not included in the base system, click New to create a new type.

Note: If codebase or pluginspage is specified (to instruct the browser where to get the plugin), point to https pages to avoidwarnings from Internet Explorer about unsecure content on the page.

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Enhancements

Dublin• The addition of the Alt field to the Insert/Modify Image dialog box improves accessibility. It can be used, for

example, with a screen reader.

Dot-Walking

OverviewDot-walking provides access to fields on related tables from a form, list, or script. If the current table contains areference to another table, any field on the referenced table can be accessed using dot-walking.Dot-walking references a field by building a chain of field names separated by dots (periods). For instance,incident.assigned_to.company references the company of the user assigned to an incident. The recommended limitfor chain length is three levels.

Video TutorialThe following video tutorial demonstrates how to use dot-walking and database views to include data from relatedtables in reports. Also shows how to apply dynamic filters to run a set query against a reference field withoutentering JavaScript code in the condition builder. Applies to ServiceNow instances starting with the Fuji release.

Reporting: How to Access Related Tables

Dot-walking in Field Drop-DownsUsers can dot-walk to related fields in a drop-down list, such as the field list in a filter.This example demonstrates how to filter the incident table by the company of the caller who registered the incident.First, open the choice list of fields to filter by. This presents a list of the fields which are present on the Incidenttable. Reference fields are followed by related fields, which are presented in blue. For instance: Caller is followedby Caller > User fields. This means that Caller is a reference field, and the related fields are User fields on theCaller record. If the blue related fields are not present in the list, select Show Related Fields in blue at the bottom ofthe list:

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When the related fields are present, select a set of related fields.

After the related field is selected, the menu reloads with the related table's fields.

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Now, it is possible to select a field from the Caller record.

The new field is: caller.company

When looking at the list, it is easy to see where in the dot-walk the user currently is. Each selected reference is storedat the top, and the number of dots in front indicate how many dots from the initial record the user has reached.

In this picture, the user is currently at incident.caller.company. It is possible to return to higher levels in the hierarchyby selecting the blue records. For instance, selecting Incident fields returns to the list of incident fields.The related fields can be dismissed by selecting Remove Related Fields in blue at the bottom of the list:

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Dot-walking in List CollectorsWhen selecting a list of fields from a list collector (for instance, when configuring a form), it is also possible todot-walk to fields from other forms.To see which fields are reference fields (and thus can be dot-walked), look for green fields with the plus symbolbeside them.

Once a reference field is highlighted, the Expand icon appears above the Add icon.

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Selecting the Expand icon opens the list of fields from the related list in the Available pane. In this picture, the userhas opened the Assigned to fields. Like before, the previous lists of fields appear at the top of the list in blue.

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Once the field is added to the "Selected" pane, it appears with its full dot-walked syntax. In the next picture, the user

has selected Assigned_to.active.

Dot-walking in VariablesVariables can often be added into templates, notifications, or other forms where a value is being called from theform. For instance, the following is the variable for Assigned to:• ${assigned_to}

As above, it is possible to dot-walk to fields on any reference field's original record. In the case above, it is possibleto dot-walk to any field on the assigned_to record, for instance:• ${assigned_to.manager}

As is always the case with dot-walking, this can be a longer chain if desired:• ${assigned_to.department.manager.mobile_phone}

Sometimes this variable can be selected from a Tree Picker.

Dot-Walking in a Tree PickerThe Tree Picker interface presents an expandable, hierarchical view that may be used when selecting fields ( ).For example, this Users glide list field has a select fields icon:

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Clicking this icon presents a list of fields available on the current record:

Reference fields have + icons next to their name. Clicking on the + expands a list of the fields on that referencedfield. In this example, expanding the Assigned To field shows the User fields for that record:

Selecting the Manager field adds the variable ${assigned_to.manager}:

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Dot-walking in ScriptJust as above for field variables, it is possible to dot-walk within a script simply by invoking the dot-walk syntax.This functionality requires a knowledge of JavaScript.For scripts which run on the server side (such as Business Rules), however, it is necessary to add current.

The following script, for instance, is a scripted approval rule that requests an approval from the manager of the userwho opened the ticket:

try {

current.opened_by.manager;

} catch (err) {

}

For scripts which run on the client side (such as Client Scripts), current is not necessary. For instance, the HighlightVIP Caller script runs on the client side:

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

//wait until there is a valid record in the field

if (newValue) {

//get the caller object so we can access fields

var caller = g_form.getReference('caller_id');

var callerLabel =

document.getElementById('label.incident.caller_id');

var callerField =

document.getElementById('sys_display.incident.caller_id')

//check for VIP status

if (caller.vip=='true') {

//change the caller label to red background

//style object is CSSStyleDeclaration, style names are not

standard css names

if (callerLabel)

document.getElementById('label.incident.caller_id').style.backgroundColor='red';

//change the caller's name field to red text

if (callerField)

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document.getElementById('sys_display.incident.caller_id').style.color='red';

}

else {

//not a VIP, remove temporary styles

if (callerLabel)

document.getElementById('label.incident.caller_id').style.backgroundColor='';

if (callerField)

document.getElementById('sys_display.incident.caller_id').style.color='';

}

}

}

Access Control RequirementsDot-walking requires read access to the target table and field. Administrators should verify that the intended usershave access to the target field, such as by impersonating an intended user and verifying that the user can access thefield. If the user cannot access the field, an administrator can add a record access control rule to grant the user readaccess.

Breadcrumbs

OverviewAs the amount of data that accumulates in ServiceNow grows, it is often necessary to narrow it down to only specificdata that is needed for a particular task. You can use filters and breadcrumbs to retrieve and display only the specificdata that you need.

FiltersA filter is a set of conditions applied to a table in order to find and work with a subset of the data in that table. Userscan apply, modify, create, and save filters. The current filter is indicated by a hierarchical list ofconditions—breadcrumbs—at the top of the table.

Note: If you create a record from a filtered list, some fields on the record are automatically populated based on the filter conditions.For example, if the filter on the Incident list is [Impact] [is] [2 - Medium] and you click New, the Impact field is automatically set to2 - Medium.

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BreadcrumbsBreadcrumbs offer a quick form of filter navigation. They are ordered from left to right, with the leftmost conditionbeing the most general and the rightmost condition being the most specific. Clicking a breadcrumb removes all of theconditions to its right. Clicking the condition separator (>) before a condition removes only that condition.

Breadcrumbs

In the example, clicking Priority = 2removes the condition Category =Software and returns all activeincidents with a priority of 2. Bycontrast, clicking the conditionseparator (>) before Priority = 2removes the condition Priority = 2

and returns all active incidents in the software category. In both cases, removing a condition returns a larger resultsset. Finally, clicking Incidents goes to the top of the hierarchy, removing all conditions and returning all incidents inthe system.

Click a breadcrumb to refresh the list of records and show the latest information from the database for those records.

Breadcrumb Context MenuAdditional navigational functions are available. Right-click a breadcrumb and select one of the following:• Open new window: opens the results list for the breadcrumb in a new tab or window.• Copy URL: copies to the clipboard the URL for the results list of the breadcrumb. Follow browser instructions if

browser security measures restrict this function.• Copy query: copies to the clipboard the encoded query for the breadcrumb. You can use this query in the URL of

an instance or in the reference qualifier field of a dictionary entry.For example, if you are viewing a list of all active incidents with a high or medium impact, right-click thebreadcrumb and copy the query active=true^impact=1^ORimpact=2. You can append this query tothe end of the instance URL:https://{instance_name}/incident_list.do?sysparm_query=active=true^impact=1^ORimpact=2.This selection is not available for the All breadcrumb. Follow browser instructions if browser securitymeasures restrict this function.

Right-click menu

Quick FiltersTo quickly filter a list using a value in afield, right-click in the field and select ShowMatching or Filter Out (for date fieldschoose from Show Before, Show After, andFilter Out). These functions add a conditionas a rightmost breadcrumb of the currentfilter.

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Quick filters

In this example, right-clicking Active andselecting Show Matching adds thecondition Incident state = Active as the mostspecific condition of the filter. By contrast,right-clicking Active and selecting FilterOut adds the condition Incident state !=Active as the most specific condition of thefilter.

For date and date-time fields you can alsouse Show After or Show Before to define atime based filter.

Creating FiltersA filter restricts what records appear in a list by providing a set of conditions each record must meet to be includedin the list. A condition consists of these parts:• Field: Each field contains data from a particular column in the list's table. Selecting a reference field allows you

to dot-walk to data from other tables.• Operator: Each field type has its own set of valid operators. The operator sometimes also determines if a value is

needed.• Value: Each field has its own set of valid values determined by the field type. Reference fields have access to

auto-complete, and choice lists provide a drop-down list of options.• Grouping: Each condition line is grouped with either an AND or OR connector. The filter requires all condition

lines linked with an AND connector to be met. The filter evaluates each condition line linked with an ORconnector separately.

Create filters on a list using the condition builder. To make the condition builder appear every time you open the list,click the Pin/Unpin Filter icon ( in UI15; / in other UIs) so that the pin is pressed down.To create a filter:1. Open the condition builder by:

• Clicking the Show / hide filter icon ( ) beside the breadcrumbs in UI15.• Clicking the arrow ( ) beside the breadcrumbs in UI14 and UI11.

2. Select a field from the drop-down list.The field type determines the available operators and values. For example, the Active field may have a valueof true, false, or empty, while a text field may have many different values. Similarly, the greater than operatordoes not apply to the Active field, but it does apply to the Priority field. For more information, see ConditionBuilder.

3. Select an operator from the drop-down list.4. Select or enter a value, if appropriate.5. Add or remove conditions to construct the desired filter:

• To add a top-level condition, click Add AND condition or Add OR conditionon the condition builder toolbar, above the conditions.

• To add a dependent condition, click Add AND condition or Add OR condition beside the condition.• To remove a condition, click Delete beside the condition.

6. To specify the sort order of the results, click Add Sort, then select a field to sort by and a sort order.7. Click Save to keep the filter for future use. For more information, see Saving Filters.

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8. Click Run to apply the filter.

Note: To find all records that do not contain the specified value, create a filter with two conditions: [field] [is not] [value] or [field][is] [empty].

Using OR ConditionsThe condition builder uses two different types of OR conditions, top level and dependent.Using a dependent OR condition, you can specify alternative criteria to a single operation. Dependent OR conditionswork in the manner A and (B or C).For example, to return a list of all unassigned problem and incident records from the Task table, create a filter with adependent OR on the Number field.• [Assigned to] [is] [empty] AND [Number] [begins with] [PRB] OR [Number] [begins with] [INC].

Dependent OR condition

A top-level OR condition allows youto display the results of multiple filtercriteria in a single list. Top level ORconditions work in the manner (A andB) or (C and D).For example, to return a single list ofall active incidents with a category ofhardware, and all inactive incidentswith a category of software, create twocondition sets separated by a top-level

OR condition.• [Active] [is] [true] AND [Category] [is] [Hardware]• Top level OR condition• [Active] [is] [false] AND [Category] [is] [Software]

Top level OR condition

Top-level and dependent ORconditions can be used together. Filtersusing both types of OR conditionswork in the manner (A or B) or (C orD). By mixing AND conditions withtop-level and dependent ORconditions, you can create veryspecific filters.

Filtering on MultipleString Values

For a string field, you can create a filter that searches for multiple values by creating a comma delimited list. Thisfeature enables administrators to copy and paste search criteria from a Microsoft Excel spreadsheet into a filter, forexample.1. Create the filter with the is one of or is not one of operator.

All selections from the field's choice list appear.2. Select one or more of the options by using multiple selection key commands.

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The choice list remains visible.3. Click Run to filter the list.

The filter conditions appear as a comma-delimited string at the top of the results list.

Using the Dynamic OperatorThe dynamic operator, is (dynamic), lists predefined dynamic filter options where the condition value is computedfrom a value in a reference field. For example:

Field Operator Dynamic FIlter Option Description

Caller is (dynamic) Me Computes the value of Caller based on the current user viewing the list.

Assignment group is (dynamic) One of My Groups Computes the value of Assignment group based on the current user viewing the list.

Saving FiltersDepending on your access rights, you may save filters for everyone, a user group, or yourself.To save a filter:1. Create or modify a filter.2. Click Save.3. Enter a name for the filter in the Save as field.4. Select who the filter is Visible to:

• To create a personal filter (all users), select Me.• To create a global filter (requires access rights), select Everyone.• To create a filter for a specific user group (requires access rights), select Group and then enter or search for

the group name.5. Click Save.

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Using Saved FiltersTo apply a saved filter, select the filter name in the title menu. The filter runs and the breadcrumbs appear.

Selecting a saved filter

To edit or delete personal filters, selectEdit personal filters from the titlemenu. The Filter [sys_filter] tableopens with the filter User = [currentuser]. Filters created from this vieware saved as personal filters for thecurrent user.

Editing Saved FiltersAn administrator can edit any filter.1. Navigate to System Definition >

Filters.2. Select the filter you want to edit.

3. Modify the Filter conditions. as necessary.4. Click Update.

Deleting FiltersAdministrators can delete any saved filter: global, group, or personal.1. Navigate to System Definition > Filters.

• To see who created the filter and when, configure the list to add the created_by and created fields to the list.• To see who has access to the filter, configure the list to add the user, group, or domain fields. Filters that are

not assigned to a user or group are global.2. Click the filter name and click Delete, then confirm the request.

Scripted FiltersThe condition builder alone cannot create some filters, such as displaying a record set that is dependent on anunrelated table. Administrators with a knowledge of JavaScript can create JavaScript functions for use in advancedfilters.To use a scripted filter:1. Create a new script include.2. In the script include Script field, create a JavaScript function that returns an array of sys_ids.

• Ensure that the function uses the same name as the script include.• Ensure that the script include is Active and Client callable.

3. Call the JavaScript function from the condition builder.For more information, see GlideRecord queries and Script Includes.

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ExampleA company provides intensive care for a group of customers. To track these services, the service manager needs ahigh-level journal and links to all incidents that the customers raise.The company creates a new application, Intensive Care, and a table, u_intensive_care. While the table contains areference field for the customer name, there is no direct link to the user table. Thus, the manager cannot set up anincident list filter for customers who are under intensive care using the condition builder.Solution

Write a JavaScript function that uses a GlideRecord query to build an array of user sys_ids in the u_intensive_caretable (see sample code, below). Call the function from the condition builder in the Incident table (condition, Caller isjavascript:myFunction()).

function myFunction(){ var arrUsers = []; gr = new GlideRecord('u_intensive_care'); gr.query(); while (gr.next()){ arrUsers.push(gr.u_customer.toString()); } return arrUsers;}

Dynamic Filter OptionsDynamic filter options enhance filters by allowing users to run a set query against a reference field without having toenter JavaScript code in the condition builder. All dynamic filter options use the is (dynamic) operator and call aparticular scripted filter.

Dynamic operator with predefined Value

Dynamic filter options are active bydefault starting with the Dublinrelease.

To create a dynamic filter option:1. Create a scripted filter as a

client-callable script include orbusiness rule.

2. Navigate to System Definition > Dynamic Filter Options.3. Click New.4. Enter the Dynamic Filter Option form fields (see table).5. Click Submit.

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Field Description

Label Enter the text you want to appear as an option when a user selects the is (dynamic) operator.

Script Enter the name of the function you created.

Field type Select Reference.

Reference script Select the client-callable script include or business rule you created for the scripted filter.

Referenced table Select the table this filter option applies to.

Available for filter Select this option to display the option as a filter breadcrumb.

Order Enter a number to designate the placement of this option in the filter option choice list.

Roles Select the role a user must have to see this option.

Active Enable or disable the option.

Default Dynamic Filter OptionsThe following dynamic filter options are available by default.

Target Table of ReferenceField

Option Label Description

User [sys_user] Me The reference field contains the current user.

One of MyAssignments

The reference field contains the current user or someone for whom the current user is adelegate for assignments.

One of My Approvals The reference field contains the current user or someone for whom the current user is adelegate for approvals.

Users With Roles The reference field contains users that have any role.

Group [sys_user_group] One of My Groups The reference field contains a group to which the current user belongs.

Enhancements

Eureka• After you run a filter on a list, the column search fields are displayed and filled in with the corresponding search

criteria.

Dublin• Dynamic filter options have been added.

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Using Filters

OverviewAs the amount of data that accumulates in ServiceNow grows, it is often necessary to narrow it down to only specificdata that is needed for a particular task. You can use filters and breadcrumbs to retrieve and display only the specificdata that you need.

FiltersA filter is a set of conditions applied to a table in order to find and work with a subset of the data in that table. Userscan apply, modify, create, and save filters. The current filter is indicated by a hierarchical list ofconditions—breadcrumbs—at the top of the table.

Note: If you create a record from a filtered list, some fields on the record are automatically populated based on the filter conditions.For example, if the filter on the Incident list is [Impact] [is] [2 - Medium] and you click New, the Impact field is automatically set to2 - Medium.

BreadcrumbsBreadcrumbs offer a quick form of filter navigation. They are ordered from left to right, with the leftmost conditionbeing the most general and the rightmost condition being the most specific. Clicking a breadcrumb removes all of theconditions to its right. Clicking the condition separator (>) before a condition removes only that condition.

Breadcrumbs

In the example, clicking Priority = 2removes the condition Category =Software and returns all activeincidents with a priority of 2. Bycontrast, clicking the conditionseparator (>) before Priority = 2removes the condition Priority = 2

and returns all active incidents in the software category. In both cases, removing a condition returns a larger resultsset. Finally, clicking Incidents goes to the top of the hierarchy, removing all conditions and returning all incidents inthe system.

Click a breadcrumb to refresh the list of records and show the latest information from the database for those records.

Breadcrumb Context MenuAdditional navigational functions are available. Right-click a breadcrumb and select one of the following:• Open new window: opens the results list for the breadcrumb in a new tab or window.• Copy URL: copies to the clipboard the URL for the results list of the breadcrumb. Follow browser instructions if

browser security measures restrict this function.• Copy query: copies to the clipboard the encoded query for the breadcrumb. You can use this query in the URL of

an instance or in the reference qualifier field of a dictionary entry.For example, if you are viewing a list of all active incidents with a high or medium impact, right-click thebreadcrumb and copy the query active=true^impact=1^ORimpact=2. You can append this query tothe end of the instance URL:

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https://{instance_name}/incident_list.do?sysparm_query=active=true^impact=1^ORimpact=2.This selection is not available for the All breadcrumb. Follow browser instructions if browser securitymeasures restrict this function.

Right-click menu

Quick FiltersTo quickly filter a list using a value in afield, right-click in the field and select ShowMatching or Filter Out (for date fieldschoose from Show Before, Show After, andFilter Out). These functions add a conditionas a rightmost breadcrumb of the currentfilter.

Quick filters

In this example, right-clicking Active andselecting Show Matching adds thecondition Incident state = Active as the mostspecific condition of the filter. By contrast,right-clicking Active and selecting FilterOut adds the condition Incident state !=Active as the most specific condition of thefilter.

For date and date-time fields you can alsouse Show After or Show Before to define atime based filter.

Creating FiltersA filter restricts what records appear in a list by providing a set of conditions each record must meet to be includedin the list. A condition consists of these parts:• Field: Each field contains data from a particular column in the list's table. Selecting a reference field allows you

to dot-walk to data from other tables.• Operator: Each field type has its own set of valid operators. The operator sometimes also determines if a value is

needed.• Value: Each field has its own set of valid values determined by the field type. Reference fields have access to

auto-complete, and choice lists provide a drop-down list of options.• Grouping: Each condition line is grouped with either an AND or OR connector. The filter requires all condition

lines linked with an AND connector to be met. The filter evaluates each condition line linked with an ORconnector separately.

Create filters on a list using the condition builder. To make the condition builder appear every time you open the list,click the Pin/Unpin Filter icon ( in UI15; / in other UIs) so that the pin is pressed down.To create a filter:1. Open the condition builder by:

• Clicking the Show / hide filter icon ( ) beside the breadcrumbs in UI15.• Clicking the arrow ( ) beside the breadcrumbs in UI14 and UI11.

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2. Select a field from the drop-down list.The field type determines the available operators and values. For example, the Active field may have a valueof true, false, or empty, while a text field may have many different values. Similarly, the greater than operatordoes not apply to the Active field, but it does apply to the Priority field. For more information, see ConditionBuilder.

3. Select an operator from the drop-down list.4. Select or enter a value, if appropriate.5. Add or remove conditions to construct the desired filter:

• To add a top-level condition, click Add AND condition or Add OR conditionon the condition builder toolbar, above the conditions.

• To add a dependent condition, click Add AND condition or Add OR condition beside the condition.• To remove a condition, click Delete beside the condition.

6. To specify the sort order of the results, click Add Sort, then select a field to sort by and a sort order.7. Click Save to keep the filter for future use. For more information, see Saving Filters.8. Click Run to apply the filter.

Note: To find all records that do not contain the specified value, create a filter with two conditions: [field] [is not] [value] or [field][is] [empty].

Using OR ConditionsThe condition builder uses two different types of OR conditions, top level and dependent.Using a dependent OR condition, you can specify alternative criteria to a single operation. Dependent OR conditionswork in the manner A and (B or C).For example, to return a list of all unassigned problem and incident records from the Task table, create a filter with adependent OR on the Number field.• [Assigned to] [is] [empty] AND [Number] [begins with] [PRB] OR [Number] [begins with] [INC].

Dependent OR condition

A top-level OR condition allows youto display the results of multiple filtercriteria in a single list. Top level ORconditions work in the manner (A andB) or (C and D).For example, to return a single list ofall active incidents with a category ofhardware, and all inactive incidentswith a category of software, create twocondition sets separated by a top-level

OR condition.• [Active] [is] [true] AND [Category] [is] [Hardware]• Top level OR condition• [Active] [is] [false] AND [Category] [is] [Software]

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Top level OR condition

Top-level and dependent ORconditions can be used together. Filtersusing both types of OR conditionswork in the manner (A or B) or (C orD). By mixing AND conditions withtop-level and dependent ORconditions, you can create veryspecific filters.

Filtering on MultipleString Values

For a string field, you can create a filter that searches for multiple values by creating a comma delimited list. Thisfeature enables administrators to copy and paste search criteria from a Microsoft Excel spreadsheet into a filter, forexample.1. Create the filter with the is one of or is not one of operator.

All selections from the field's choice list appear.2. Select one or more of the options by using multiple selection key commands.

The choice list remains visible.3. Click Run to filter the list.

The filter conditions appear as a comma-delimited string at the top of the results list.

Using the Dynamic OperatorThe dynamic operator, is (dynamic), lists predefined dynamic filter options where the condition value is computedfrom a value in a reference field. For example:

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Field Operator Dynamic FIlter Option Description

Caller is (dynamic) Me Computes the value of Caller based on the current user viewing the list.

Assignment group is (dynamic) One of My Groups Computes the value of Assignment group based on the current user viewing the list.

Saving FiltersDepending on your access rights, you may save filters for everyone, a user group, or yourself.To save a filter:1. Create or modify a filter.2. Click Save.3. Enter a name for the filter in the Save as field.4. Select who the filter is Visible to:

• To create a personal filter (all users), select Me.• To create a global filter (requires access rights), select Everyone.• To create a filter for a specific user group (requires access rights), select Group and then enter or search for

the group name.5. Click Save.

Using Saved FiltersTo apply a saved filter, select the filter name in the title menu. The filter runs and the breadcrumbs appear.

Selecting a saved filter

To edit or delete personal filters, selectEdit personal filters from the titlemenu. The Filter [sys_filter] tableopens with the filter User = [currentuser]. Filters created from this vieware saved as personal filters for thecurrent user.

Editing Saved FiltersAn administrator can edit any filter.1. Navigate to System Definition >

Filters.2. Select the filter you want to edit.

3. Modify the Filter conditions. as necessary.4. Click Update.

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Deleting FiltersAdministrators can delete any saved filter: global, group, or personal.1. Navigate to System Definition > Filters.

• To see who created the filter and when, configure the list to add the created_by and created fields to the list.• To see who has access to the filter, configure the list to add the user, group, or domain fields. Filters that are

not assigned to a user or group are global.2. Click the filter name and click Delete, then confirm the request.

Scripted FiltersThe condition builder alone cannot create some filters, such as displaying a record set that is dependent on anunrelated table. Administrators with a knowledge of JavaScript can create JavaScript functions for use in advancedfilters.To use a scripted filter:1. Create a new script include.2. In the script include Script field, create a JavaScript function that returns an array of sys_ids.

• Ensure that the function uses the same name as the script include.• Ensure that the script include is Active and Client callable.

3. Call the JavaScript function from the condition builder.For more information, see GlideRecord queries and Script Includes.

ExampleA company provides intensive care for a group of customers. To track these services, the service manager needs ahigh-level journal and links to all incidents that the customers raise.The company creates a new application, Intensive Care, and a table, u_intensive_care. While the table contains areference field for the customer name, there is no direct link to the user table. Thus, the manager cannot set up anincident list filter for customers who are under intensive care using the condition builder.Solution

Write a JavaScript function that uses a GlideRecord query to build an array of user sys_ids in the u_intensive_caretable (see sample code, below). Call the function from the condition builder in the Incident table (condition, Caller isjavascript:myFunction()).

function myFunction(){ var arrUsers = []; gr = new GlideRecord('u_intensive_care'); gr.query(); while (gr.next()){ arrUsers.push(gr.u_customer.toString()); } return arrUsers;}

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Dynamic Filter OptionsDynamic filter options enhance filters by allowing users to run a set query against a reference field without having toenter JavaScript code in the condition builder. All dynamic filter options use the is (dynamic) operator and call aparticular scripted filter.

Dynamic operator with predefined Value

Dynamic filter options are active bydefault starting with the Dublinrelease.

To create a dynamic filter option:1. Create a scripted filter as a

client-callable script include orbusiness rule.

2. Navigate to System Definition > Dynamic Filter Options.3. Click New.4. Enter the Dynamic Filter Option form fields (see table).5. Click Submit.

Field Description

Label Enter the text you want to appear as an option when a user selects the is (dynamic) operator.

Script Enter the name of the function you created.

Field type Select Reference.

Reference script Select the client-callable script include or business rule you created for the scripted filter.

Referenced table Select the table this filter option applies to.

Available for filter Select this option to display the option as a filter breadcrumb.

Order Enter a number to designate the placement of this option in the filter option choice list.

Roles Select the role a user must have to see this option.

Active Enable or disable the option.

Default Dynamic Filter OptionsThe following dynamic filter options are available by default.

Target Table of ReferenceField

Option Label Description

User [sys_user] Me The reference field contains the current user.

One of MyAssignments

The reference field contains the current user or someone for whom the current user is adelegate for assignments.

One of My Approvals The reference field contains the current user or someone for whom the current user is adelegate for approvals.

Users With Roles The reference field contains users that have any role.

Group [sys_user_group] One of My Groups The reference field contains a group to which the current user belongs.

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Enhancements

Eureka• After you run a filter on a list, the column search fields are displayed and filled in with the corresponding search

criteria.

Dublin• Dynamic filter options have been added.

Reference Icon

OverviewThe reference icon ( in UI15 , in other UIs) appears to the left of a record on a list, or to the right of areference field on a form populated with a record. Pointing to the icon presents a read-only pop-up of the record'sinformation:

Clicking the reference icon opens the referenced record.

Freezing the Pop-upTo freeze a pop-up, press the Shift key on the keyboard when pointing to the reference icon, and then move themouse cursor. The pop-up window remains on the screen until it is closed or another pop-up is displayedOn some UK keyboards, this behavior is achieved with the Alt key.

Clicking Through the Reference IconTo navigate to the referenced record, click on the reference icon. Note that clicking through a reference iconautomatically saves the current record.

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Windows LiveUsers who are using the Windows Live Toolbar must disable the toolbar to use reference lookups.

Suggestion Fields

OverviewA suggestion field allows users to select predefined text in addition to entering text. Any text or journal field mayoffer suggested text, depending on setup. Suggestion fields have a maximum character length of 4000.To use suggested text in a form field:

1. Click the lightbulb ( ) next to the field.2. Click the suggested text to enter. For long text fields, select a label to view suggested text and then click Select to

enter the response.

Suggested text. Short fields. Suggested text. Long fields.

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Slushbucket

OverviewSlushbuckets allow users to select multiple items from a list of available items. They are used in many operations,such as personalizing lists, adding items to related lists, and service catalog list collector variables.The slushbucket interface has two columns: the available items on the left and the selected items on the right.• To add items to the selection, double-click an available item (on the left), or select an item and click the add icon (

in UI15) The new item is added at the bottom of the selected items column on the right.• To remove items from the selection, double-click the item on the right, or select the item and click the remove

icon ( in UI15)• To select multiple consecutive items, hold Shift and click the first and last item.• To select multiple non-consecutive items, hold Ctrl (Command on Mac) and click the desired items.

Arranging SelectionsSome slushbuckets allow users to customize the order of selections, such as when configuring a form or list.• To move items one position, select the items and click the up or down icons ( / in UI15).• To move an item multiple positions, select consecutive items above or below the item then click the up or down

icon. In this example, to move Assigned to to the top of the selections order:1. Hold Shift and click Short description then Number.2. Click the down icon.

Example 1. Arrange items.

Finding Available Items

Some slushbuckets provide filter andsearch controls for available items,such as adding items to related lists.• To filter available items, create

conditions using the conditionbuilder and click Run filter.

• To search available items, entersearch text in the Search field. Thelist of available items is filtered asyou type.

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Example 2. Filter items.

Information Fields forAvailable Items

Information fields for the highlightedavailable item appear beneath someslushbuckets. The information fieldsare the same as the reference lookupfor a reference field on a form. Tomodify which fields appear, configurethe reference lookup list.

Setting the Number ofItems Visible in theAvailable Column

Administrators can modify theglide.xmlhttp.excessive

property to change the number of itemsthat appear in the Available column ofthe slushbucket. To modify this

property:

1. Add the property to the System Properties [sys_properties] table.2. Change the Type to Integer.3. Enter a number in the Value field. The default value is 100.4. Save the property.

Note: Selecting a number significantly higher than 100 can lead to performance issues on your instance as the data is loaded intothe slushbucket.

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Tree Picker

OverviewThe tree picker is a special reference lookup for:• Configuration Items (CIs) for a field that is dependent on another CI field.• Reference elements for any hierarchical table. A hierarchical table is any table that has a parent field pointing

back at itself.• Values for a user reference that is dependent on the group.

Adding the Tree Picker AttributeA limit of 1000 has been placed on the number of nodes returned to the tree picker. This limit is configurable withthe glide.ui.group_heirarchy.max_nodes property.To change a lookup field into a tree picker, modify the dictionary entry for the field and add tree_picker=true to theAttributes field. If there are multiple attributes, use a comma to separate them without any spaces between.

Example 1: Assignment GroupBy default, the Assignment group field uses the tree picker attribute.

Assignment group example

This presents a hierarchical tree view of thereference field's options, which in this case isgroups. If a group has sub-groups, they appear inthe tree structure. It is possible to expand a groupto see its members, but members cannot beselected.

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Note: You cannot customize the label names used in the tree picker. The label names are taken from the values in the table. Forexample, the Assignment group choices come from the group names in the Groups table (in the Name column).

Example 2: Simple Dependent fieldsIt is also possible to add the tree-picker attribute on a reference field that is dependent on a reference field of adifferent type. For example, if Assigned to is dependent on Assignment group, it is possible to add the tree pickerattribute on Assigned to. The result is a one-node tree for the group and its members.

The tree picker on the Assigned to field

Example 3: Dependent fields

In this example, there are two CI reference fields, one dependent on theother. The dependent one has the tree_picker attribute:

Dependent CI tree picker example

For this example, the configurationitem is Bond Trading. The tree pickerfor the Dependent CI field shows alldownstream and upstreamrelationships for that CI. The smallorange square icon above arelationship indicates that the CI,"lawson," already has an open taskagainst it. Pointing to the orangesquare displays a pop-up withinformation about the open task.

Note: Dependencies for CIs are enforced only when the dictionary entry for the reference field has tree_picker=true in theAttributes field.

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Condition Builder

OverviewA condition builder constructs a condition statement with a series of contextually generated fields. Conditionbuilders are used in many operations, such as creating filters, administering surveys, and administering accesscontrol.

Condition Builder FormatA condition consists of three parts:• Field: a choice list based on the table and user access rights. The choice list includes fields on related tables by

dot-walking.• Operator: a choice list based on the field type. For example, in the Incident table, the greater than operator does

not apply to the Active field but it does apply to the Priority field. For a full list, see operators.• Value: a text entry field or a choice list, depending on field type. For example, in the Incident table, the Active

field offers a choice list with the values true, false, and empty, while the Short Description field offers a textentry field.

Building ConditionsTo add a dependent condition, click Add AND condition ( ) or Add OR condition ( ) next to the condition.To add a top-level condition, click Add AND condition or Add OR condition on the condition builder toolbar,above the conditions.To remove a condition, click Delete ( ) next to the condition.

Example Condition. Active is true and Caller is not empty.

Example Condition. State is Closed Incomplete or State is Closed Skipped.

Filtering on Empty Fields

Most filter operations do not returnempty fields in their result set. You cancreate a filter that displays records withan empty field value in addition torecords that match the initial filterconditions. For example, whenviewing all records that are assigned tothe Hardware group, to includerecords with an empty Assignment

group field:

1. Create the filter condition Assignment group is Hardware.This condition does not return those records where the Assignment group field is empty.

2. Click OR next to the original filter condition.3. Create an additional filter condition of Assignment group is empty.4. Run the filter.

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OperatorsSeveral logical operators are available for each field type when creating a condition.

Field type Operators Field type Operators

String: • starts with (case sensitive)• ends with (case sensitive)• contains• does not contain• is• is not• is empty• is not empty• matches pattern• matches regex• is anything• is one of• is empty string• is same as• is different

Reference: • is• is not• is empty• is not empty• starts with (case sensitive)• ends with (case sensitive)• contains• does not contain• is anything• is empty string• is same as• is different

Date-time: • on• not on• at or before• before• after• at or after• between• trend• relative• is empty• is not empty• is anything• is same• is different• is more than• is less than

Numeric: • is• is not• is empty• is not empty• less than• greater than• less than or is• greater than or is• is anything• is same as• is different

Choice list (integer): • is• is not• is one of• is not one of• is empty• is not empty• less than• greater than• less than or is• greater than or is• is anything• is same as• is different

Choice list (string): • is• is not• is one of• is not one of• contains• starts with (case sensitive)• ends with (case sensitive)• does not contain• is anything• is same as• is different

Boolean: • is• is not• is empty• is not empty• is anything• is same as• is different

Event: Note: These operators are available for Email notification conditions.

• changes• changes from• changes to

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is (dynamic) • Me• One of My Assignments• One of My Approvals• Users With Roles• One of My Groups

Note: These operators return records that have a matching value in the fields you are querying. They do not return records with nullvalues in the queried fields. To return records with null values, use the is empty operator.

Operator DefinitionsThese operators require further clarification.

Operator Defintion

is empty Returns fields that have no value.

is empty string Returns fields that where the value only contains non-printing characters such as spaces.

Values for Date/Time FieldsWhen you filter on fields of type Date/Time, such as the Created field on any task record, several time-relatedoptions are available like Today, This week, Last 3 months, and so on.For example, at 12 P.M. on June 1st, a user in New York filters a list of incidents using the Created on Todaycondition. The resulting list shows all incidents created during the last six hours: between midnight (00:00:00) andthe user's current time, noon (12:00:00), on June 1st. A filter for This week returns incidents created between theprevious Monday at midnight to the current day and time. A filter for Last 3 months returns incidents betweenmidnight on the 1st of the month, three full months ago. For example, if you choose the Last 3 months filter onApril 15th, the results show records created since January 1st. The system calculates January, February, and Marchas the last three full months.For the at or before and at or after filters, use midnight as a start or end point. For example, if you filter a list ofincidents created at or after Yesterday, the resulting list shows all incidents created at midnight yesterday or later.If it is Thursday August 7 and you filter a list of incidents created at or before Last week, the resulting list shows allincidents created at and before midnight on Sunday August 3, which is the end of last week.

Enhancements

Eureka• The glide.list.filter_max_length property allows administrators to set a maximum character limit

for a condition builder query.

Dublin• The is (dynamic) operator is available for dynamic filter options.

Calgary

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• Several new operators are available to compare field values. Use field comparison to evaluate equality betweenfields on the same table or on related tables. New logical operators provided by field comparison appear in the listof available operators by field type.

Response Time Indicator

OverviewA response time indicator may appear at the bottom right of forms and lists. This indicator provides the processingtime, including the total time and the time for each step, for a completed transaction. The following example showsthe response time for retrieving a filtered list in a demo instance.

Response Time Indicator

The response time text is:

Response time(ms): 499, server: 155 network: 172 browser: 172

In this example, the transaction took the following amount of processing time:• 499 milliseconds total time• 155 milliseconds on the server• 172 milliseconds moving data across the network• 172 milliseconds in the browser, rendering the HTML and parsing and executing JavaScriptResponse time appears on most pages. However, it does not appear for simple operations (such as paging through aset of records or changing the sort order of a list) or for the first transaction in a session.To hide the response time, click the clock ( ). Click the clock again to show the response time.Point to the clock to view a tool tip with the response time.To view a detailed breakdown of the browser processing time on forms, click browser.

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Form Browser Response Time

Administrators can disable theresponse time by setting theglide.ui.response_time

property to false.

Cancelling a Transaction

OverviewA user may cancel a transaction that takes longer than expected. Examples may include:• Sorting a large number of records by an unindexed string field.• Grouping a large table on a field with predominantly distinct values.• Exporting all rows from a large table.• Testing a poorly scripted business rule with an infinite JavaScript loop.

Note: You cannot cancel an import with these controls.

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Transaction Cancel TimerDuring a transaction, a timer and a red cancellation button appear in the banner frame.

To cancel the transaction, click the cancellation button. The timer indicates that the transaction is being cancelled.

The timer indicates when the transaction is cancelled.

If the entire transaction completes successfully without user intervention, the timer indicates when the transactioncompletes.

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Administration

PropertiesAdministrators can configure behavior of the transaction cancel capability using the following properties.

Property Definition Location

com.glide.request_manager.active Let users cancel long running transactions (enabled bydefault).

Open the sys_propertiestable.

glide.ui.transaction.long_response.time Delay in seconds before the cancel transaction buttonappears for a long-running transaction.

System Properties > UIProperties

LoggingCanceled transactions appear in the Transaction Log with "CANCELLED: " appended to the URL. Transactionscanceled by a user are logged differently than transactions canceled by Transaction Quotas.

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Introduction to Searching

Text Search Plugin

Overview

Global text search

Global text search finds records in multiple tables from a single searchfield.Note: For Exact Match searches, records are returned from the Tasktable only.

To perform a global text search, click in the search box (located in theupper right of the banner frame) or press Access Key [1] + S.

Search results are grouped into logical collections called search groups. Users can search the groups for which theyhave access rights. Within each search group, results are divided by table. Administrators may customize searchgroups. The default search groups are:

• Tasks: e.g., Incidents, Change Requests, Problems• Policy: e.g., Business Rules, UI Policy, Client Scripts• People & Places: e.g., Users, Groups, Locations, Companies• Knowledge & Catalog: Knowledge Base and Service CatalogKnowledge and Service Catalog results are displayed as they are in their respective applications, while other resultsare displayed in list format.

Example. Search results for network.

Search Suggestions

Type-ahead suggestions

The knowledge base and global textsearches provide suggestions as youtype. Type-ahead suggestions appearunder the search box. Suggestions arebased on similar searches that beginwith the same characters.

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Type-ahead search

"Did you mean?" suggestions

The knowledge base and global text searches provide“Did you mean?” suggestions. Suggestions appear if youroriginal search does not return any results and an alternatespelling or similar recent search does. For example, if youmisspell a search term (such as eail), the correct spelling(email) may appear as a suggestion. Suggestions appearbeneath the search box on the results page.

Note: Administrators must enable the "Did you mean?" properties for users to see these suggestions.

Did you mean? suggestions

For more information aboutsuggestions, see Global Text SearchSuggestions [1] on the ServiceNowCommunity.

Controlling the Results You See

Text Search GroupsNavigating to System Definition > Search Groups displays the record list of the groups that global search resultswill be organized in. These groups can be modified as filters. For instance, by default the Policy group returns resultsfor active scripts. Changing the conditions in the Policy record can return results for all scripts, rather than just activeones.

Collapse or Expand ResultsYou can collapse/expand each search group and search table as you wish, and your settings are used for subsequentsearches if you choose. For example, if you are rarely interested in Policy or Core Items search results, but still wishto search them each time, you can collapse them.

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Deselect ResultsIf you do not want to search some groups or tables, you can deselect a search group or table on a per-user basis. Yourpreference is saved for subsequent searches. To deselect a search group, uncheck its checkbox on the search resultspage:

If you click a search group's link (e.g., the blue "Tasks" link in the above screenshot), you will get a dialog whereyou can deselect specific tables in each group:

PreferencesClick the Search tips and preferences link to set the following personal Global Text Search preferences:• Use remembered expand / collapse preferences - specifies whether you want the collapse state of any search

groups/tables remembered for your next search. For example, when checked, if you collapse the search results forthe "People & Places" search group, it will be collapsed on your next search. When unchecked, all groups/tablesare expanded for every search.

• Show list of tables with no search matches - specifies whether or not you wish to see a summary of tables thathad no search matches. For example: No matches for Requests, Catalog Tasks, Tickets

• Show selectable search groups - hides or displays the search group checkbox row• Show groups with no search matches - if unchecked, hides a search group if it returns no matches. If checked,

you get a placeholder row telling you there were no matches for that group.• Return task record if searching for exact number - if unchecked, displays the full search results page even if

the search term matches a task number. If checked, you get the task record when the search term matches a tasknumber.

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References[1] https:/ / community. servicenow. com/ community/ blogs/ blog/ 2014/ 09/ 24/ global-text-search-suggestions

Searching Knowledge

OverviewYou can browse and search for articles that are configured to grant you access, and submit feedback on thosearticles. You must have at least one ServiceNow role to contribute content.

Viewing KnowledgeTo view the default knowledge homepage navigate to Self-Service > Knowledge.

The knowledge homepage

The knowledge homepage displaysknowledge articles organized byknowledge base and category, as wellas featured content and populararticles.

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Note: The knowledge homepage is not compatible with Internet Explorer 9 or earlier. Using one of these browsers will cause you tobe redirected to the legacy knowledge portal.

Browsing ArticlesFrom the knowledge homepage, you can select a knowledge base to browse articles within that knowledge base. Youcan view only knowledge bases you can access. Articles are organized by category.

Articles organized by category

Searching Knowledge

You can search for knowledge articlesfrom the knowledge homepage usingthe search bar at the top of the page.Search results include only articles thecurrent user can read.

You can sort results by relevancy, mostrecent update, or number of views.You can filter results in these ways:• Knowledge Bases: select a

knowledge base to search. You canselect only knowledge bases youcan access. If you do not select aspecific knowledge base, searchresults include articles from all

knowledge bases that you can access. You can also select a knowledge base from the choice list in the search bar.• Categories: select one or more knowledge categories.• Authors: select one or more authors.

Search filtering options

Using KnowledgeFeedbackYou can view and contribute tofeedback on knowledge articles.• Flag an article as incorrect or

inappropriate.• Provide a rating value for the

article.• Mark an article as helpful or not

helpful.• View comments, add a new comment, or reply to existing comments.Users can view comments directly on the article. Knowledge managers can view the other types of feedback bynavigating to Knowledge > Feedback.Administrators and knowledge managers can disable some feedback options using fields on the Knowledge Baseform. Administrators can configure feedback options using properties.

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Flagging ArticlesYou can flag an article for incorrect or inappropriate content. Click Flag Article in the article header to open a newwindow, allowing you to enter suggested changes.Suggestions you make when flagging an article do not appear in the public comments for that article.

Rating ArticlesThe five stars below the article title allow you to indicate the article's effectiveness on a scale of 1 to 5.

Marking ArticlesThe question Helpful? at the bottom of the article allows you to indicate the usefulness of the article with a simpleYes or No answer.

Using CommentsKnowledge comments at the bottom of the article use document live feed to enable a conversation around aknowledge article. For example, you can post replies to comments, add attachments, or Like comments.

Requesting a Knowledge BaseYou can request a knowledge base through the service catalog. You are notified when the request is approved orrejected. If the request is approved, you are added as the owner of the new knowledge base. You can then assignmanagers and manage articles in the new knowledge base. Knowledge bases created through this request process areinactive by default.To request a new knowledge base navigate to Service Catalog > Catalogs, select Can We Help You?, and thenselect the Request Knowledge Base item.

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Text Index Attachment Plugin

OverviewWhen you enable the attachment indexing option, text searches return matches in file attachments. Attachmentindexing supports a variety of file types.By default, attachment indexing is enabled for the knowledge base. Administrators can enable or disable this optionfor any table. Administrators can also manage properties for debugging attachment indexing.

Supported File TypesText indexing supports these file types:• .doc• .htm• .html• .ini• .pdf• .ppt• .reg• .txt• .xlsStarting with the Calgary release:• .docx• .dotx• .dot• .pptx• .potx• .pot• .xlsx• .xltx• .xlt

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Enabling Attachment Indexing on a Table

Warning: Enabling or disabling attachment indexing causes the platform to reindex the entire table, including its parent table andthe parent table's other children. For instance, enabling attachment indexing on the Incident table reindexes the Task table and allof its children, although attachments are indexed only for the Incident table. For large tables, such as the Task table, this may takeseveral hours and slow down the system, so this is best performed during non-peak time.

1. Navigate to System Definition > Dictionary and select the record for the table.2. Add the following to the Attribute field:

attachment_index=true

3. Click Update.The indexing process begins. When it is complete, attachments can be searched on that table.

Note: The attachment indexing attribute only applies to the tables on which you explicitly add it. It does not cascade to child tables.For example, indexing attachments on the cmdb_ci table does not index attachments on the cmdb_ci_computer table.

To disable attachment indexing, remove the attribute.

Debugging Attachment IndexingTo change debugging options for attachment indexing, add these system properties (Calgary release):• glide.ts.index.attachment.debug: when the value is set to true, enables log messages for exceptions

that occur when indexing attachments (default is false).You can leave this property enabled during normal operations to capture stack trace information about anyexceptions.

• glide.ts.index.attachment.list_terms.debug: when the value is set to true, logs all indexedterms when an attachment is indexed (default is false).

[Recommended] For optimal performance, set this property to false during normal operations. Only enable thisproperty when you are actively debugging an issue.

Enhancements

Calgary• Attachment indexing now supports Microsoft Office (2007 and greater) Open XML file formats.• New properties are available to help administrators debug attachment indexing.

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Enabling Attachment Indexing

OverviewWhen you enable the attachment indexing option, text searches return matches in file attachments. Attachmentindexing supports a variety of file types.By default, attachment indexing is enabled for the knowledge base. Administrators can enable or disable this optionfor any table. Administrators can also manage properties for debugging attachment indexing.

Supported File TypesText indexing supports these file types:• .doc• .htm• .html• .ini• .pdf• .ppt• .reg• .txt• .xlsStarting with the Calgary release:• .docx• .dotx• .dot• .pptx• .potx• .pot• .xlsx• .xltx• .xlt

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Enabling Attachment Indexing on a Table

Warning: Enabling or disabling attachment indexing causes the platform to reindex the entire table, including its parent table andthe parent table's other children. For instance, enabling attachment indexing on the Incident table reindexes the Task table and allof its children, although attachments are indexed only for the Incident table. For large tables, such as the Task table, this may takeseveral hours and slow down the system, so this is best performed during non-peak time.

1. Navigate to System Definition > Dictionary and select the record for the table.2. Add the following to the Attribute field:

attachment_index=true

3. Click Update.The indexing process begins. When it is complete, attachments can be searched on that table.

Note: The attachment indexing attribute only applies to the tables on which you explicitly add it. It does not cascade to child tables.For example, indexing attachments on the cmdb_ci table does not index attachments on the cmdb_ci_computer table.

To disable attachment indexing, remove the attribute.

Debugging Attachment IndexingTo change debugging options for attachment indexing, add these system properties (Calgary release):• glide.ts.index.attachment.debug: when the value is set to true, enables log messages for exceptions

that occur when indexing attachments (default is false).You can leave this property enabled during normal operations to capture stack trace information about anyexceptions.

• glide.ts.index.attachment.list_terms.debug: when the value is set to true, logs all indexedterms when an attachment is indexed (default is false).

[Recommended] For optimal performance, set this property to false during normal operations. Only enable thisproperty when you are actively debugging an issue.

Enhancements

Calgary• Attachment indexing now supports Microsoft Office (2007 and greater) Open XML file formats.• New properties are available to help administrators debug attachment indexing.

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Enabling Text Search in Record Lists

OverviewAdministrators can enable text searches for any table or field. For example, Incident lists provide an option to searchfor text, which searches all field on the records. This feature is enabled by default for several tables, includingIncident, and Change.

Note: The Search For text option only appears for tables that are text indexed.

Enabling Text Searches on TablesTo add the Search for text option to a table:1. Navigate to System Definition > Dictionary2. Click the table name to open the dictionary entry.

A table in the System Dictionary is a record that has a Table name but no Column name.

3. Select the Text index check box to enable text indexing for text fields on the table.4. Click Update.

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The Search for text option now appears on the list view for the table.5. Click Generate Text Index.

This process may take a while to complete, and you may notice performance degradation or incomplete searchresults while the index is being generated. To view indexing progress, see Viewing Text Indexing Statisticsand Status.

Regenerating Text Indexes for TablesTo regenerate the text index for a table, open the system dictionary record for the table and click the Generate TextIndex related link. In the dialog box, select whether to enable email notification when this table is indexed and clickOK.

Stop WordsStop words are common words that are not indexed because they are not meaningful in search results. Articles,conjunctions, personal pronouns, and prepositions are examples of stop words that are not used in keyword searches.Administrators can configure stop words for all indexed tables and for specific tables. See Administering ZIng TextSearch.

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Searching Mobile Lists

OverviewUse the gear widget in the upper right corner of a mobile list to perform the following tasks:• Execute a for text keyword search if the table is text indexed.• Sort the list by a selected display field (in either ascending or descending order).• Go to the first record in the list that starts with a specified value for a selected display field.• Control the number of rows (records) displayed on each list page.

For Text SearchesThe for text search enables a user to locate records that contain particular keywords. This option is only available ifthe table has been text-indexed.To perform this type of search1. Select for text from the drop-down list.2. Enter one or more keywords in the search field.3. Click Go.

This example searches for the keyword email in incidents.

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SortingThe list may be sorted by any field displayed on the list. To sort list, select the name of the field, and then chooseeither a to z or z to a depending on whether you want the results sorted in ascending or descending order.This example shows incidents sorted by number in descending order.

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Go To SearchesLocate the first record that starts with a certain value in a specified field and all records that follow it by selecting afield and entering a text value. (When the specified field is Number, the Go To search finds all records the end withthe entered value.) For example, here we want to find incidents that have a short description that begins with SAP:

Note: It is best to set a sort order of a to z when doing a go to search.

Number of RowsThe number of rows displayed on mobile lists is a user preference that is separate from the number of rows displayedon desktop browser lists. This enables users to display a different number of rows on a mobile device as compared toa desktop. To adjust this value, simply select a new number of rows and click Go.

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Article Sources and ContributorsServiceNow Basics  Source: http://wiki.servicenow.com/index.php?oldid=119428  Contributors: Cheryl.dolan, Rachel.sienko, Vaughn.romero

Technical Support  Source: http://wiki.servicenow.com/index.php?oldid=231522  Contributors: Bob.Alexander, CapaJC, David Loo, G.yedwab, Gadi.yedwab, Garrick.vance, Guy.yedwab,Heidi.schnakenberg, Ishrath.razvi, Jared.laethem, Jennifer.harvey, Jessi.graves, Jessica.huerta, Joey.mart, Joseph.messerschmidt, Lawrence.eng, Mary.stromberg, Nicholas.roberts, Prasad.Rao,Rachel.sienko, Roy.lagemann, Steven.wood, Suzanne.smith, Vaughn.romero, Vhearne, Wallymarx

Requesting Enhancements to Your ServiceNow Instance  Source: http://wiki.servicenow.com/index.php?oldid=245446  Contributors: Bob.Alexander, CapaJC, David Loo, G.yedwab,Gadi.yedwab, Garrick.vance, Guy.yedwab, Heidi.schnakenberg, Ishrath.razvi, Jared.laethem, Jennifer.harvey, Jessi.graves, Jessica.huerta, Joey.mart, Joseph.messerschmidt, Lawrence.eng,Mary.stromberg, Nicholas.roberts, Prasad.Rao, Rachel.sienko, Roy.lagemann, Steven.wood, Suzanne.smith, Vaughn.romero, Vhearne, Wallymarx

Upgrades and the Release Cycle  Source: http://wiki.servicenow.com/index.php?oldid=246365  Contributors: Andrew.martin, Cheryl.dolan, Joseph.messerschmidt, Nicholas.roberts,Rachel.sienko, Suzanne.smith, Vaughn.romero

Upgrade History  Source: http://wiki.servicenow.com/index.php?oldid=247373  Contributors: Cheryl.dolan, Emily.partridge, G.yedwab, Joseph.messerschmidt, Juell.solaegui, Pat.Casey,Publishing.user, Rachel.sienko, Roy.lagemann, Steven.wood, Vaughn.romero

Navigating Applications  Source: http://wiki.servicenow.com/index.php?oldid=241267  Contributors: Cheryl.dolan, Emily.partridge, Fuji.publishing.user, Joseph.messerschmidt, Liz.malone,Rachel.sienko

Navigating by URL  Source: http://wiki.servicenow.com/index.php?oldid=237152  Contributors: CapaJC, Cesar.sandoval, Cheryl.dolan, Emily.partridge, G.yedwab, Gflewis, Guy.yedwab,Jared.laethem, John.andersen, Joseph.messerschmidt, Kdooren, Phillip.salzman, Rachel.sienko, Steven.wood, Valor

Using Lists  Source: http://wiki.servicenow.com/index.php?oldid=247161  Contributors: Anat.kerry, CapaJC, Cheryl.dolan, Davida.hughes, Emily.partridge, Fuji.publishing.user,Joseph.messerschmidt, Liz.malone, Peter.smith, Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith

Editing Lists  Source: http://wiki.servicenow.com/index.php?oldid=234146  Contributors: Cheryl.dolan, Davida.hughes, Emily.partridge, Joseph.messerschmidt, Rachel.sienko, Steven.wood

Creating Personal Lists  Source: http://wiki.servicenow.com/index.php?oldid=240264  Contributors: Cheryl.dolan, Davida.hughes, Emily.partridge, Fuji.publishing.user, Liz.malone,Phillip.salzman, Rachel.sienko, Steven.wood

View Management  Source: http://wiki.servicenow.com/index.php?oldid=245193  Contributors: Anat.kerry, Brozi, CapaJC, Cheryl.dolan, Emily.partridge, Fred.luddy, Fuji.publishing.user,G.yedwab, Guy.yedwab, Jim.uebbing, Joseph.messerschmidt, Phillip.salzman, Rachel.sienko, Rob.woodbyrne, Vhearne

Exporting Data  Source: http://wiki.servicenow.com/index.php?oldid=245748  Contributors: Aburruss, Amy.bowman, CapaJC, Christen.mitchell, David Loo, David.Bailey, Dkearney,Emily.partridge, Fuji.publishing.user, G.yedwab, Guy.yedwab, John.roberts, Joseph.messerschmidt, Ludwig.adriaansen, Mark.stanger, Neola, Roy.lagemann, Steven.wood, Suzanne.smith,Vaughn.romero, Vhearne

Uploading Attachments  Source: http://wiki.servicenow.com/index.php?oldid=234725  Contributors: CapaJC, Cheryl.dolan, Emily.partridge, Fred.luddy, G.yedwab, Guy.yedwab, Jared.laethem,Joe.Westrich, Joseph.messerschmidt, Mark.stanger, Phillip.salzman, Rachel.sienko, Rob.woodbyrne, Steven.wood, Vhearne, Wallymarx

Using HTML Fields  Source: http://wiki.servicenow.com/index.php?oldid=239575  Contributors: Cheryl.dolan, David.Bailey, Emily.partridge, Eric.jacobson, G.yedwab, Guy.yedwab,Joe.Westrich, Joseph.messerschmidt, Liz.malone, Phillip.salzman, Publishing.user, Rachel.sienko, Steven.wood

Adding Media to HTML Fields  Source: http://wiki.servicenow.com/index.php?oldid=245335  Contributors: Anat.kerry, Cheryl.dolan, David.Bailey, Eric.jacobson, G.yedwab, Joe.Westrich,Joseph.messerschmidt, Neil.narvaez, Rachel.sienko, Steven.wood

Dot-Walking  Source: http://wiki.servicenow.com/index.php?oldid=246656  Contributors: Cheryl.dolan, Emily.partridge, Fuji.publishing.user, G.yedwab, Guy.yedwab, Joseph.messerschmidt,Mary.stromberg, Rachel.sienko, Steven.wood, Vaughn.romero

Breadcrumbs  Source: http://wiki.servicenow.com/index.php?oldid=59268  Contributors: Anat.kerry, Cheryl.dolan, Chuck.tomasi, Davida.hughes, Emily.partridge, Fuji.publishing.user,John.roberts, Joseph.messerschmidt, Liz.malone, Ludwig.adriaansen, Peter.smith, Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith, Vaughn.romero

Using Filters  Source: http://wiki.servicenow.com/index.php?oldid=59269  Contributors: Anat.kerry, Cheryl.dolan, Chuck.tomasi, Davida.hughes, Emily.partridge, Fuji.publishing.user,John.roberts, Joseph.messerschmidt, Liz.malone, Ludwig.adriaansen, Peter.smith, Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith, Vaughn.romero

Reference Icon  Source: http://wiki.servicenow.com/index.php?oldid=241453  Contributors: CapaJC, Cheryl.dolan, Fuji.publishing.user, G.yedwab, Guy.yedwab, Imartez,Joseph.messerschmidt, Myla.jordan, Pat.Casey, Ray.LeBlanc, Rob.woodbyrne, Steven.wood, Vaughn.romero, Vhearne

Suggestion Fields  Source: http://wiki.servicenow.com/index.php?oldid=239569  Contributors: CapaJC, Cheryl.dolan, Guy.yedwab, Joe.Westrich, Joseph.messerschmidt, Phillip.salzman,Rachel.sienko, Vhearne

Slushbucket  Source: http://wiki.servicenow.com/index.php?oldid=241636  Contributors: CapaJC, Cheryl.dolan, Emily.partridge, Fuji.publishing.user, G.yedwab, Guy.yedwab, Phillip.salzman,Rachel.sienko, Suzanne.smith, Vhearne

Tree Picker  Source: http://wiki.servicenow.com/index.php?oldid=241898  Contributors: Amy.bowman, CapaJC, Cheryl.dolan, Don.Goodliffe, Fuji.publishing.user, Guy.yedwab,Phillip.salzman, Vhearne

Condition Builder  Source: http://wiki.servicenow.com/index.php?oldid=246165  Contributors: Cheryl.dolan, Guy.yedwab, Joseph.messerschmidt, Peter.smith, Phillip.salzman, Publishing.user,Rachel.sienko, Suzanne.smith, Vaughn.romero

Response Time Indicator  Source: http://wiki.servicenow.com/index.php?oldid=104994  Contributors: Cheryl.dolan, Guy.yedwab, Rachel.sienko

Cancelling a Transaction  Source: http://wiki.servicenow.com/index.php?oldid=232471  Contributors: CapaJC, Cheryl.dolan, Guy.yedwab, Joseph.messerschmidt, Neola, Rachel.sienko,Steven.wood

Text Search Plugin  Source: http://wiki.servicenow.com/index.php?oldid=79507  Contributors: Amy.bowman, CapaJC, Cheryl.dolan, G.yedwab, Guy.yedwab, Joseph.messerschmidt, Neola,Rachel.sienko, Steven.wood, Vhearne, Voytek.blonski

Searching Knowledge  Source: http://wiki.servicenow.com/index.php?oldid=241593  Contributors: Fuji.publishing.user, Joseph.messerschmidt

Text Index Attachment Plugin  Source: http://wiki.servicenow.com/index.php?oldid=123273  Contributors: CapaJC, Cheryl.dolan, Emily.partridge, G.yedwab, Guy.yedwab,Joseph.messerschmidt, Peter.smith, Rachel.sienko, Steven.wood, Vaughn.romero

Enabling Attachment Indexing  Source: http://wiki.servicenow.com/index.php?oldid=234726  Contributors: CapaJC, Cheryl.dolan, Emily.partridge, G.yedwab, Guy.yedwab,Joseph.messerschmidt, Peter.smith, Rachel.sienko, Steven.wood, Vaughn.romero

Enabling Text Search in Record Lists  Source: http://wiki.servicenow.com/index.php?oldid=128940  Contributors: CapaJC, Dlytle, Guy.yedwab, Joseph.messerschmidt, Rachel.sienko,Steven.wood, Vhearne

Searching Mobile Lists  Source: http://wiki.servicenow.com/index.php?oldid=100976  Contributors: Cheryl.dolan, Eric.jacobson, Joseph.messerschmidt, Neola, Rachel.sienko, Steven.wood

Page 110: Introduction to ServiceNow

Image Sources, Licenses and Contributors 109

Image Sources, Licenses and ContributorsImage:Use_small.png  Source: http://wiki.servicenow.com/index.php?title=File:Use_small.png  License: unknown  Contributors: Joseph.messerschmidtImage:Upgrade History.png  Source: http://wiki.servicenow.com/index.php?title=File:Upgrade_History.png  License: unknown  Contributors: Steven.woodImage:Upgrade History Log.png  Source: http://wiki.servicenow.com/index.php?title=File:Upgrade_History_Log.png  License: unknown  Contributors: Steven.woodImage:Warning.gif  Source: http://wiki.servicenow.com/index.php?title=File:Warning.gif  License: unknown  Contributors: CapaJCImage:AppNavToggleUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavToggleUI14.png  License: unknown  Contributors: Maintenance scriptImage:NavToggle.png  Source: http://wiki.servicenow.com/index.php?title=File:NavToggle.png  License: unknown  Contributors: Rachel.sienkoFile:AppNavUI15.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavUI15.png  License: unknown  Contributors: Fuji.publishing.userFile:AppNavUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavUI14.png  License: unknown  Contributors: Maintenance scriptFile:AppNav.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNav.png  License: unknown  Contributors: Rachel.sienkoImage:AppNavHeaderUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavHeaderUI14.png  License: unknown  Contributors: Maintenance scriptImage:AppNavStarUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavStarUI14.png  License: unknown  Contributors: Maintenance scriptImage:Application Navigator Menu Icon.png  Source: http://wiki.servicenow.com/index.php?title=File:Application_Navigator_Menu_Icon.png  License: unknown  Contributors:Fuji.publishing.userImage:AppNavMenuUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:AppNavMenuUI14.png  License: unknown  Contributors: Maintenance scriptImage:Nav header.png  Source: http://wiki.servicenow.com/index.php?title=File:Nav_header.png  License: unknown  Contributors: Guy.yedwabImage:IncreaseFont.png  Source: http://wiki.servicenow.com/index.php?title=File:IncreaseFont.png  License: unknown  Contributors: Rachel.sienkoImage:DecreaseFont.png  Source: http://wiki.servicenow.com/index.php?title=File:DecreaseFont.png  License: unknown  Contributors: Rachel.sienkoImage:RefreshNav.png  Source: http://wiki.servicenow.com/index.php?title=File:RefreshNav.png  License: unknown  Contributors: Rachel.sienkoImage:Collapse.png  Source: http://wiki.servicenow.com/index.php?title=File:Collapse.png  License: unknown  Contributors: Rachel.sienkoImage:Expand.png  Source: http://wiki.servicenow.com/index.php?title=File:Expand.png  License: unknown  Contributors: Rachel.sienkoImage:SwitchPerspective.png  Source: http://wiki.servicenow.com/index.php?title=File:SwitchPerspective.png  License: unknown  Contributors: Rachel.sienkoImage:ModuleStarSelect.png  Source: http://wiki.servicenow.com/index.php?title=File:ModuleStarSelect.png  License: unknown  Contributors: Maintenance scriptImage:ModuleStarDeselect.png  Source: http://wiki.servicenow.com/index.php?title=File:ModuleStarDeselect.png  License: unknown  Contributors: Maintenance scriptImage:Response time indicator UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Response_time_indicator_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:ResponseClock.png  Source: http://wiki.servicenow.com/index.php?title=File:ResponseClock.png  License: unknown  Contributors: Rachel.sienkoImage:UI15 list view.png  Source: http://wiki.servicenow.com/index.php?title=File:UI15_list_view.png  License: unknown  Contributors: Fuji.publishing.userImage:RecordListUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:RecordListUI14.png  License: unknown  Contributors: Maintenance scriptImage:recordList.png  Source: http://wiki.servicenow.com/index.php?title=File:RecordList.png  License: unknown  Contributors: Rachel.sienkoImage:TitleBarUI15.png  Source: http://wiki.servicenow.com/index.php?title=File:TitleBarUI15.png  License: unknown  Contributors: Fuji.publishing.userImage:TitleBarUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:TitleBarUI14.png  License: unknown  Contributors: Maintenance scriptImage:TitleBarUI11.png  Source: http://wiki.servicenow.com/index.php?title=File:TitleBarUI11.png  License: unknown  Contributors: Maintenance scriptImage:MenuIconUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:MenuIconUI14.png  License: unknown  Contributors: Maintenance scriptImage:Icon-listcontextmenu.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-listcontextmenu.png  License: unknown  Contributors: Guy.yedwabFile:Show live feed icon.png  Source: http://wiki.servicenow.com/index.php?title=File:Show_live_feed_icon.png  License: unknown  Contributors: Fuji.publishing.userImage:ListActivityStreamUI14.png  Source: http://wiki.servicenow.com/index.php?title=File:ListActivityStreamUI14.png  License: unknown  Contributors: Maintenance scriptImage:BreadcrumbsUI.png  Source: http://wiki.servicenow.com/index.php?title=File:BreadcrumbsUI.png  License: unknown  Contributors: Fuji.publishing.user, Rachel.sienkoImage:ColumnHeadings.png  Source: http://wiki.servicenow.com/index.php?title=File:ColumnHeadings.png  License: unknown  Contributors: Rachel.sienkoImage:Icon-Column control UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-Column_control_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Personalize list icon UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Personalize_list_icon_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Gear.png  Source: http://wiki.servicenow.com/index.php?title=File:Gear.png  License: unknown  Contributors: CapaJCImage:List column search icon UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:List_column_search_icon_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Icon-searchglass.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-searchglass.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Fields.png  Source: http://wiki.servicenow.com/index.php?title=File:Fields.png  License: unknown  Contributors: Rachel.sienkoImage:List reference icon UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:List_reference_icon_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Reference_icon.png  Source: http://wiki.servicenow.com/index.php?title=File:Reference_icon.png  License: unknown  Contributors: Rachel.sienko, Rob.woodbyrneImage:Detail rows.png  Source: http://wiki.servicenow.com/index.php?title=File:Detail_rows.png  License: unknown  Contributors: Fuji.publishing.userImage:Modern cell coloring.png  Source: http://wiki.servicenow.com/index.php?title=File:Modern_cell_coloring.png  License: unknown  Contributors: Fuji.publishing.userImage:Modern cell coloring off.png  Source: http://wiki.servicenow.com/index.php?title=File:Modern_cell_coloring_off.png  License: unknown  Contributors: Fuji.publishing.userImage:ListEditForm.png  Source: http://wiki.servicenow.com/index.php?title=File:ListEditForm.png  License: unknown  Contributors: Fuji.publishing.userImage:ActionList.png  Source: http://wiki.servicenow.com/index.php?title=File:ActionList.png  License: unknown  Contributors: Rachel.sienkoImage:Arrow.png  Source: http://wiki.servicenow.com/index.php?title=File:Arrow.png  License: unknown  Contributors: CapaJC, Rachel.sienkoImage:Hierarchical_List.png  Source: http://wiki.servicenow.com/index.php?title=File:Hierarchical_List.png  License: unknown  Contributors: Phillip.salzman, Steven.woodImage:DeleteCondition.png  Source: http://wiki.servicenow.com/index.php?title=File:DeleteCondition.png  License: unknown  Contributors: Rachel.sienkoImage:Embedded.png  Source: http://wiki.servicenow.com/index.php?title=File:Embedded.png  License: unknown  Contributors: Rachel.sienkoImage:ActivityStreamWindow.png  Source: http://wiki.servicenow.com/index.php?title=File:ActivityStreamWindow.png  License: unknown  Contributors: Joseph.messerschmidt, MaintenancescriptImage:Show live feed icon.png  Source: http://wiki.servicenow.com/index.php?title=File:Show_live_feed_icon.png  License: unknown  Contributors: Fuji.publishing.userImage:Save.png  Source: http://wiki.servicenow.com/index.php?title=File:Save.png  License: unknown  Contributors: Rachel.sienkoImage:Cancel.png  Source: http://wiki.servicenow.com/index.php?title=File:Cancel.png  License: unknown  Contributors: Rachel.sienkoImage:List edit dependent.png  Source: http://wiki.servicenow.com/index.php?title=File:List_edit_dependent.png  License: unknown  Contributors: Jay.berlinImage:Save_row.png  Source: http://wiki.servicenow.com/index.php?title=File:Save_row.png  License: unknown  Contributors: Rachel.sienkoImage:InsertNewRow.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertNewRow.png  License: unknown  Contributors: Rachel.sienkoImage:MultipleSelect.png  Source: http://wiki.servicenow.com/index.php?title=File:MultipleSelect.png  License: unknown  Contributors: Rachel.sienkoImage:PersonalListsUI15.png  Source: http://wiki.servicenow.com/index.php?title=File:PersonalListsUI15.png  License: unknown  Contributors: Fuji.publishing.userImage:PersonalLists2.png  Source: http://wiki.servicenow.com/index.php?title=File:PersonalLists2.png  License: unknown  Contributors: CapaJC, Steven.woodImage:List personalized UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:List_personalized_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:ListPersonalized.png  Source: http://wiki.servicenow.com/index.php?title=File:ListPersonalized.png  License: unknown  Contributors: Rachel.sienkoImage:SelfServiceView.png  Source: http://wiki.servicenow.com/index.php?title=File:SelfServiceView.png  License: unknown  Contributors: Guy.yedwabImage:MetricsView.png  Source: http://wiki.servicenow.com/index.php?title=File:MetricsView.png  License: unknown  Contributors: Guy.yedwab

Page 111: Introduction to ServiceNow

Image Sources, Licenses and Contributors 110

Image:ListViewDropdown.png  Source: http://wiki.servicenow.com/index.php?title=File:ListViewDropdown.png  License: unknown  Contributors: Guy.yedwabImage:FormViewDropdown.png  Source: http://wiki.servicenow.com/index.php?title=File:FormViewDropdown.png  License: unknown  Contributors: Guy.yedwabImage:Caution-diamond.png  Source: http://wiki.servicenow.com/index.php?title=File:Caution-diamond.png  License: unknown  Contributors: John.roberts, Publishing.userImage:export_from_form.png  Source: http://wiki.servicenow.com/index.php?title=File:Export_from_form.png  License: unknown  Contributors: Vaughn.romeroImage:export_from_list.png  Source: http://wiki.servicenow.com/index.php?title=File:Export_from_list.png  License: unknown  Contributors: Vaughn.romeroImage:export_from_url.png  Source: http://wiki.servicenow.com/index.php?title=File:Export_from_url.png  License: unknown  Contributors: Vaughn.romeroImage:ExcelExportThreshold1.png  Source: http://wiki.servicenow.com/index.php?title=File:ExcelExportThreshold1.png  License: unknown  Contributors: CapaJCImage:Attachments.png  Source: http://wiki.servicenow.com/index.php?title=File:Attachments.png  License: unknown  Contributors: Rachel.sienkoImage:ManageAttachments.png  Source: http://wiki.servicenow.com/index.php?title=File:ManageAttachments.png  License: unknown  Contributors: Rachel.sienkoImage:AttachMultipleFiles.png  Source: http://wiki.servicenow.com/index.php?title=File:AttachMultipleFiles.png  License: unknown  Contributors: Rachel.sienkoImage:AttachFile.png  Source: http://wiki.servicenow.com/index.php?title=File:AttachFile.png  License: unknown  Contributors: CapaJC, Rachel.sienko, Steven.woodImage:Attachments2.png  Source: http://wiki.servicenow.com/index.php?title=File:Attachments2.png  License: unknown  Contributors: CapaJC, Rachel.sienko, Steven.woodImage:DragandDrop.png  Source: http://wiki.servicenow.com/index.php?title=File:DragandDrop.png  License: unknown  Contributors: Rachel.sienkoImage:RenameAttachment.png  Source: http://wiki.servicenow.com/index.php?title=File:RenameAttachment.png  License: unknown  Contributors: Rachel.sienkoImage:Attachments Remove.gif  Source: http://wiki.servicenow.com/index.php?title=File:Attachments_Remove.gif  License: unknown  Contributors: Rachel.sienko, Steven.woodImage:TinyMCEv4.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCEv4.png  License: unknown  Contributors: Liz.maloneImage:Html wysiwyg.png  Source: http://wiki.servicenow.com/index.php?title=File:Html_wysiwyg.png  License: unknown  Contributors: Guy.yedwab, Rachel.sienko, Steven.woodImage:HtmlArea.png  Source: http://wiki.servicenow.com/index.php?title=File:HtmlArea.png  License: unknown  Contributors: Liz.maloneImage:NewDocHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:NewDocHTML.png  License: unknown  Contributors: Rachel.sienkoImage:BoldHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:BoldHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 bold.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_bold.png  License: unknown  Contributors: Liz.maloneImage:ItalicHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:ItalicHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 italic.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_italic.png  License: unknown  Contributors: Liz.maloneImage:UlineHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:UlineHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 underline.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_underline.png  License: unknown  Contributors: Liz.maloneImage:StrikeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:StrikeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:RightTextAlignHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:RightTextAlignHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 align right.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_align_right.png  License: unknown  Contributors: Liz.maloneImage:CenterTextAlignHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:CenterTextAlignHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 align center.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_align_center.png  License: unknown  Contributors: Liz.maloneImage:LeftTextAlignHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:LeftTextAlignHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 align left.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_align_left.png  License: unknown  Contributors: Liz.maloneImage:FullTextAlignHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FullTextAlignHTML.png  License: unknown  Contributors: Rachel.sienkoImage:ParaStylesHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:ParaStylesHTML.png  License: unknown  Contributors: Rachel.sienkoImage:FontFamilyHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FontFamilyHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 fonts.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_fonts.png  License: unknown  Contributors: Liz.maloneImage:FontSizeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FontSizeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 font size.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_font_size.png  License: unknown  Contributors: Liz.maloneImage:BulletedHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:BulletedHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 bullets.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_bullets.png  License: unknown  Contributors: Liz.maloneImage:NumberedHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:NumberedHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 numbers.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_numbers.png  License: unknown  Contributors: Liz.maloneImage:DeIndentHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:DeIndentHTML.png  License: unknown  Contributors: Rachel.sienkoImage:IndentHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:IndentHTML.png  License: unknown  Contributors: Rachel.sienkoImage:BlockQuoteHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:BlockQuoteHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TextColorHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:TextColorHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 font color.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_font_color.png  License: unknown  Contributors: Liz.maloneImage:BgColorHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:BgColorHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 bckgrd color.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_bckgrd_color.png  License: unknown  Contributors: Liz.maloneImage:RemoveFormatHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:RemoveFormatHTML.png  License: unknown  Contributors: Rachel.sienkoImage:SubscriptHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:SubscriptHTML.png  License: unknown  Contributors: Rachel.sienkoImage:SuperscriptHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:SuperscriptHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 table menu.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_menu.png  License: unknown  Contributors: Liz.maloneImage:TinyMCE v4 table icon.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_icon.png  License: unknown  Contributors: Liz.maloneImage:TinyMCE v4 table insert grid.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_insert_grid.png  License: unknown  Contributors: Liz.maloneImage:TinyMCE v4 table properties.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_properties.png  License: unknown  Contributors: Liz.maloneImage:TinyMCE v4 table cell prop.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_cell_prop.png  License: unknown  Contributors: Liz.maloneImage:TinyMCE v4 table row prop.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_table_row_prop.png  License: unknown  Contributors: Liz.maloneImage:InsertTableHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertTableHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TableRowHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:TableRowHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TableColumnHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:TableColumnHTML.png  License: unknown  Contributors: Rachel.sienkoImage:InsertRowBeforeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertRowBeforeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:InsertRowAfterHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertRowAfterHTML.png  License: unknown  Contributors: Rachel.sienkoImage:DeleteRowHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:DeleteRowHTML.png  License: unknown  Contributors: Rachel.sienkoImage:InsertColumnBeforeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertColumnBeforeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:InsertColumnAfterHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertColumnAfterHTML.png  License: unknown  Contributors: Rachel.sienkoImage:DeleteColumnHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:DeleteColumnHTML.png  License: unknown  Contributors: Rachel.sienkoImage:SplitMergeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:SplitMergeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:MergeHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:MergeHTML.png  License: unknown  Contributors: Rachel.sienkoImage:CutHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:CutHTML.png  License: unknown  Contributors: Rachel.sienkoImage:CopyHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:CopyHTML.png  License: unknown  Contributors: Rachel.sienko

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Image Sources, Licenses and Contributors 111

Image:PasteHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:PasteHTML.png  License: unknown  Contributors: Rachel.sienkoImage:PasteTextHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:PasteTextHTML.png  License: unknown  Contributors: Rachel.sienkoImage:PasteWordHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:PasteWordHTML.png  License: unknown  Contributors: Rachel.sienkoImage:FindHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FindHTML.png  License: unknown  Contributors: Rachel.sienkoImage:FindReplaceHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FindReplaceHTML.png  License: unknown  Contributors: Rachel.sienkoImage:UndoHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:UndoHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 undo.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_undo.png  License: unknown  Contributors: Liz.maloneImage:RedoHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:RedoHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 redo.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_redo.png  License: unknown  Contributors: Liz.maloneImage:LinkHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:LinkHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 link.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_link.png  License: unknown  Contributors: Liz.maloneImage:UnlinkHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:UnlinkHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 unlink.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_unlink.png  License: unknown  Contributors: Liz.maloneImage:CleanupHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:CleanupHTML.png  License: unknown  Contributors: Rachel.sienkoImage:HTML Editor Button.png  Source: http://wiki.servicenow.com/index.php?title=File:HTML_Editor_Button.png  License: unknown  Contributors: Rachel.sienko, Steven.woodImage:TinyMCE v4 code.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_code.png  License: unknown  Contributors: Liz.maloneImage:HrHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:HrHTML.png  License: unknown  Contributors: Rachel.sienkoImage:ToggleGuidesHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:ToggleGuidesHTML.png  License: unknown  Contributors: Rachel.sienkoImage:SpecCharHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:SpecCharHTML.png  License: unknown  Contributors: Rachel.sienkoImage:ImageHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:ImageHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 image.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_image.png  License: unknown  Contributors: Liz.maloneImage:MediaHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:MediaHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 video.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_video.png  License: unknown  Contributors: Liz.maloneImage:SpellHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:SpellHTML.png  License: unknown  Contributors: Rachel.sienkoImage:PreviewHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:PreviewHTML.png  License: unknown  Contributors: Rachel.sienkoImage:FullScreenHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:FullScreenHTML.png  License: unknown  Contributors: Rachel.sienkoImage:TinyMCE v4 full screen.png  Source: http://wiki.servicenow.com/index.php?title=File:TinyMCE_v4_full_screen.png  License: unknown  Contributors: Liz.maloneImage:Html editor.png  Source: http://wiki.servicenow.com/index.php?title=File:Html_editor.png  License: unknown  Contributors: Guy.yedwab, Rachel.sienko, Steven.woodImage:TableExampleHTML.png  Source: http://wiki.servicenow.com/index.php?title=File:TableExampleHTML.png  License: unknown  Contributors: Rachel.sienkoImage:InsertModifyImage.png  Source: http://wiki.servicenow.com/index.php?title=File:InsertModifyImage.png  License: unknown  Contributors: Peter.smith, Rachel.sienkoImage:SearchIcon.png  Source: http://wiki.servicenow.com/index.php?title=File:SearchIcon.png  License: unknown  Contributors: CapaJC, Rachel.sienkoImage:Embed Video Library2.png  Source: http://wiki.servicenow.com/index.php?title=File:Embed_Video_Library2.png  License: unknown  Contributors: Steven.woodImage:Embed_Video_URL.png  Source: http://wiki.servicenow.com/index.php?title=File:Embed_Video_URL.png  License: unknown  Contributors: Steven.woodImage:Dotwalking5.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking5.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking1.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking1.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking2.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking2.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking3.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking3.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking4.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking4.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking6.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking6.png  License: unknown  Contributors: Guy.yedwab, Joseph.messerschmidtImage:Dotwalking7.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking7.png  License: unknown  Contributors: Guy.yedwabImage:Dotwalking8.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking8.png  License: unknown  Contributors: Guy.yedwabImage:Dotwalking9.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking9.png  License: unknown  Contributors: Guy.yedwabImage:Dotwalking10.png  Source: http://wiki.servicenow.com/index.php?title=File:Dotwalking10.png  License: unknown  Contributors: Guy.yedwabImage:Picker.png  Source: http://wiki.servicenow.com/index.php?title=File:Picker.png  License: unknown  Contributors: G.yedwabImage:TPDT1.png  Source: http://wiki.servicenow.com/index.php?title=File:TPDT1.png  License: unknown  Contributors: Guy.yedwabImage:TPDT2.png  Source: http://wiki.servicenow.com/index.php?title=File:TPDT2.png  License: unknown  Contributors: Guy.yedwabImage:TPDT3.png  Source: http://wiki.servicenow.com/index.php?title=File:TPDT3.png  License: unknown  Contributors: Guy.yedwabImage:TPDT4.png  Source: http://wiki.servicenow.com/index.php?title=File:TPDT4.png  License: unknown  Contributors: Guy.yedwabImage:Breadcrumbs1.png  Source: http://wiki.servicenow.com/index.php?title=File:Breadcrumbs1.png  License: unknown  Contributors: CapaJCImage:List2_Breadcrumbs.png  Source: http://wiki.servicenow.com/index.php?title=File:List2_Breadcrumbs.png  License: unknown  Contributors: Steven.woodImage:QuickFilter.png  Source: http://wiki.servicenow.com/index.php?title=File:QuickFilter.png  License: unknown  Contributors: Rachel.sienkoImage:Icon-Pin_UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-Pin_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Icon-unpinned.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-unpinned.png  License: unknown  Contributors: Guy.yedwabImage:Icon-pinned.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-pinned.png  License: unknown  Contributors: Guy.yedwabImage:Icon-Condition_builder_UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-Condition_builder_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:arrow.png  Source: http://wiki.servicenow.com/index.php?title=File:Arrow.png  License: unknown  Contributors: CapaJC, Rachel.sienkoImage:Dependent OR.png  Source: http://wiki.servicenow.com/index.php?title=File:Dependent_OR.png  License: unknown  Contributors: Joseph.messerschmidt, Peter.smithImage:Top Level OR.png  Source: http://wiki.servicenow.com/index.php?title=File:Top_Level_OR.png  License: unknown  Contributors: Joseph.messerschmidt, Peter.smithImage:Comma_Delimited_Filter.png  Source: http://wiki.servicenow.com/index.php?title=File:Comma_Delimited_Filter.png  License: unknown  Contributors: Peter.smith, Steven.woodImage:Comma_Delimited_Filter2.png  Source: http://wiki.servicenow.com/index.php?title=File:Comma_Delimited_Filter2.png  License: unknown  Contributors: Steven.woodImage:ListTitleFilters.png  Source: http://wiki.servicenow.com/index.php?title=File:ListTitleFilters.png  License: unknown  Contributors: Rachel.sienkoImage:dynamic_operands.png  Source: http://wiki.servicenow.com/index.php?title=File:Dynamic_operands.png  License: unknown  Contributors: Vaughn.romeroImage:Icon-referenceUI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-referenceUI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Icon-reference.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-reference.png  License: unknown  Contributors: Guy.yedwabImage:Popup.png  Source: http://wiki.servicenow.com/index.php?title=File:Popup.png  License: unknown  Contributors: CapaJC, Guy.yedwab, Pat.CaseyImage:Lightbulb.png  Source: http://wiki.servicenow.com/index.php?title=File:Lightbulb.png  License: unknown  Contributors: CapaJC, Guy.yedwabImage:Suggestion1.png  Source: http://wiki.servicenow.com/index.php?title=File:Suggestion1.png  License: unknown  Contributors: CapaJC, Guy.yedwab, Rachel.sienkoImage:Suggestion2.png  Source: http://wiki.servicenow.com/index.php?title=File:Suggestion2.png  License: unknown  Contributors: CapaJC, Guy.yedwab, Rachel.sienkoImage:Icon-Slushbucket add UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-Slushbucket_add_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Icon-Slushbucket remove UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Icon-Slushbucket_remove_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:Show form section UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Show_form_section_UI15.png  License: unknown  Contributors: Fuji.publishing.user

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Image:Hide form section UI15.png  Source: http://wiki.servicenow.com/index.php?title=File:Hide_form_section_UI15.png  License: unknown  Contributors: Fuji.publishing.userImage:PersonalizeListLayout2.png  Source: http://wiki.servicenow.com/index.php?title=File:PersonalizeListLayout2.png  License: unknown  Contributors: CapaJC, Fuji.publishing.user,Guy.yedwabImage:SlushbucketRelatedList1.png  Source: http://wiki.servicenow.com/index.php?title=File:SlushbucketRelatedList1.png  License: unknown  Contributors: CapaJC, Fuji.publishing.userImage:TreePicker1.png  Source: http://wiki.servicenow.com/index.php?title=File:TreePicker1.png  License: unknown  Contributors: CapaJC, Phillip.salzmanImage:TreePicker2.png  Source: http://wiki.servicenow.com/index.php?title=File:TreePicker2.png  License: unknown  Contributors: CapaJC, Phillip.salzmanImage:assigned_to_tree_picker.png  Source: http://wiki.servicenow.com/index.php?title=File:Assigned_to_tree_picker.png  License: unknown  Contributors: Phillip.salzmanImage:TreePicker3.png  Source: http://wiki.servicenow.com/index.php?title=File:TreePicker3.png  License: unknown  Contributors: CapaJCImage:AddAnd.png  Source: http://wiki.servicenow.com/index.php?title=File:AddAnd.png  License: unknown  Contributors: Peter.smith, Rachel.sienkoImage:AddOr.png  Source: http://wiki.servicenow.com/index.php?title=File:AddOr.png  License: unknown  Contributors: Peter.smith, Rachel.sienkoImage:Condition4.png  Source: http://wiki.servicenow.com/index.php?title=File:Condition4.png  License: unknown  Contributors: Guy.yedwab, Rachel.sienkoImage:Condition5.png  Source: http://wiki.servicenow.com/index.php?title=File:Condition5.png  License: unknown  Contributors: Guy.yedwab, Rachel.sienkoImage:ResponseTime2.png  Source: http://wiki.servicenow.com/index.php?title=File:ResponseTime2.png  License: unknown  Contributors: CapaJCImage:ResponseTime1.png  Source: http://wiki.servicenow.com/index.php?title=File:ResponseTime1.png  License: unknown  Contributors: CapaJC, Rachel.sienkoImage:TransactionCancel1.png  Source: http://wiki.servicenow.com/index.php?title=File:TransactionCancel1.png  License: unknown  Contributors: CapaJCImage:TransactionCancel2.png  Source: http://wiki.servicenow.com/index.php?title=File:TransactionCancel2.png  License: unknown  Contributors: CapaJCImage:TransactionCancel3.png  Source: http://wiki.servicenow.com/index.php?title=File:TransactionCancel3.png  License: unknown  Contributors: CapaJCImage:TransactionCancel4.png  Source: http://wiki.servicenow.com/index.php?title=File:TransactionCancel4.png  License: unknown  Contributors: CapaJCImage:GlobalSearch1.png  Source: http://wiki.servicenow.com/index.php?title=File:GlobalSearch1.png  License: unknown  Contributors: CapaJCImage:GlobalSearch3.png  Source: http://wiki.servicenow.com/index.php?title=File:GlobalSearch3.png  License: unknown  Contributors: CapaJC, Joseph.messerschmidtImage:Type_ahead_search.png  Source: 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