Scribd Logo
Upload

Welcome to Scribd!

  • 27 views

    The Complete Servicenow System Administrator Course: Section 4 - Customizations

    Uploaded by

    yusuf
    The document summarizes key aspects of customizing the ServiceNow platform. It discusses different types of customizations including UI policies, UI actions, business rules, client scripts, data policies, script includes, and update sets. It provides examples of when each customization type would be used and compares client-side versus server-side customizations. Sections include an overview of customizations, details on specific customization techniques, and a demonstration of UI policies, UI actions, business rules, client scripts, and update sets.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    The Complete Servicenow System Administrator Course: Section 4 - Customizations

    Uploaded by

    yusuf
    27 views31 pages
    The document summarizes key aspects of customizing the ServiceNow platform. It discusses different types of customizations including UI policies, UI actions, business rules, client scripts, data policies, script includes, and update sets. It provides examples of when each customization type would be used and compares client-side versus server-side customizations. Sections include an overview of customizations, details on specific customization techniques, and a demonstration of UI policies, UI actions, business rules, client scripts, and update sets.

    Original Title

    Section+4

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document summarizes key aspects of customizing the ServiceNow platform. It discusses different types of customizations including UI policies, UI actions, business rules, client scripts, data policies, script includes, and update sets. It provides examples of when each customization type would be used and compares client-side versus server-side customizations. Sections include an overview of customizations, details on specific customization techniques, and a demonstration of UI policies, UI actions, business rules, client scripts, and update sets.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    27 views31 pages

    The Complete Servicenow System Administrator Course: Section 4 - Customizations

    Uploaded by

    yusuf
    The document summarizes key aspects of customizing the ServiceNow platform. It discusses different types of customizations including UI policies, UI actions, business rules, client scripts, data policies, script includes, and update sets. It provides examples of when each customization type would be used and compares client-side versus server-side customizations. Sections include an overview of customizations, details on specific customization techniques, and a demonstration of UI policies, UI actions, business rules, client scripts, and update sets.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 31

    The Complete ServiceNow

    System Administrator Course


    Section 4 - Customizations
    Course Outline
    1 Course Introduction 6 User Administration

    2 ServiceNow Overview 7 Core Applications

    3 Lists, Forms, & the UI 8 System Administration

    4 Customizations 9 Building A Custom App

    5 Tables & Fields 10


    Section Outline
    1 Client-Side vs Server-Side 6 Client Scripts

    2 Customizing ServiceNow 7 Data Policies

    3 UI Policies 8 Script Includes

    4 UI Actions 9 Update Sets

    5 Business Rules 10 Plugins


    Client-Side vs Server-Side

    Request

    Response

    • User’s browser • ServiceNow datacenters


    • Limited access to instance data • Unlimited access to instance data
    • Makes requests • Returns response
    Customizing ServiceNow
    • Very flexible
    • Little you cannot change
    • Many places to apply customizations:
    • Client Scripts
    • Business Rules
    • Script Includes
    • UI Actions
    • UI Policies
    • Data Policies
    • Many more…

    Covered in ServiceNow 201: Development


    UI Policies
    • Form control
    • Run on client-side
    • Easy to use (no scripting required)
    • Used to set form fields to:
    • Mandatory
    • Read-only
    • Show/Hide
    1. Set an incident’s Short description field
    to read-only if the incident state is
    Closed
    2. Hide an incident’s Resolution notes
    When to use: field if the state is Open

    UI Policies
    UI Policies
    Demo
    UI Actions
    • Add buttons, links, and items to context menus
    • Server-side and client-side
    • Leverage JavaScript
    1. Trigger Salesforce integration, creating
    an associated Salesforce ticket
    2. Reject an approval record
    When to use:

    UI Actions
    UI Actions
    Demo
    Business Rules
    • Run off specific table & triggered by database operations
    • JavaScript that runs on server-side
    • Configure when to run
    • Before
    • After
    • Display
    • Async

    • During what operation


    • Insert
    • Update
    • Delete
    • Query
    Business Rules (cont.)
    1. User sends request to server for specific incident (query)
    2. Application server requests record from database server
    3. Database server responds to application server with record
    4. Application server checks for display business rules, then sends response back to client
    5. User modifies incident record via form and sends update request
    6. Application server receives update, checks for before business rules, then sends to database server
    7. Database server updates record
    8. Application server checks for after business rules

    Before

    1 Request 2

    3
    Response 4
    Display After
    1. Create an associated CI when a new
    asset is created
    2. When an incident is reopened,
    increment the reopen count
    When to use:

    Business Rules
    Business Rules
    Demo
    Client Scripts
    • JavaScript on client-side; shipped to browser
    • Form view
    • Access to helper methods
    • Triggers:
    • On load
    • On change
    • On submit
    • On cell edit
    1. Highlight Caller field if user is a VIP
    2. Run Conflict checker for Change
    Management
    When to use:

    Client Scripts
    Client Scripts
    Demo
    Data Policies
    • UI policies for the backend
    • Restrict data through imports
    • Web services
    1. Require the Type field on the Change
    form, for web services
    2. Require the Close notes on an Incident
    before changing the status to Closed/
    When to use: Resolved

    Data Policies
    Data Policies
    Demo
    Script Includes
    • Store JavaScript functions and classes
    • Reusable code
    • Server-side
    • Only ran when called
    1. Create commonly used helper functions
    2. Call a custom function via GlideAjax

    When to use:

    Script Includes
    Script Includes
    Demo
    Client-Side vs Server-Side Revisited

    • Client Scripts • Business Rules


    • UI Policies • Script Includes
    • UI Actions • UI Actions
    • Data Policies
    Where to Customize
    UI Policy
    Required, Yes
    read-only, visible?

    No
    Client Script

    Client
    Client or
    Server? Yes
    Button or
    UI Action
    Server menu?

    No
    No Script Include
    On
    record action?

    Yes
    Business Rule
    Update Sets
    • Record most customizations & configurations
    • Used for moving changes from instance to instance
    • XML snapshot of record
    • Versions & merging
    • Previewing & committing
    Update Sets (cont.)
    What’s Captured What’s Not Captured

    • Customizations previously discussed • Data, new records


    • Tables & fields • Configuration Items
    • Reports • Schedules
    • Workflows • Users
    • Forms • Groups
    Plugins
    • Activate plugins at any time
    • May require subscriptions
    • Hundreds of plugins
    • Demo data
    Update Sets &
    Plugins
    Demo
    Demo

    You might also like