servicenow ServiceNow ServiceNow Fundamentals participant guideServiceNow internal use only. Please do not copy or distribute.© COPYRIGHT 2018 SERVICENOW, INC. ALL RIGHTS RESERVED. ServiceNow provides this document and the information therein “as is” and ServiceNow ‘assumes no responsibility for any inaccuracies. ServiceNow hereby disclaims all warranties, whether written or oral, express or implied by law or otherwise, including without limitation, any warranties of merchantability, accuracy, title, non-infringement or fitness for any particular purpose. In no event will ServiceNow be liable for lost profits (whether direct or indirect), for incidental, consequential, punitive, special or exemplary damages (including damage to business, reputation or goodwill), or indirect damages of any type however caused even if ServiceNow has been advised of such damages in advance or if such damages were foreseeable. TRADEMARKS ‘ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. in the United States and certain other jurisdictions. ServiceNow also uses numerous other trademarks to identify its goods and services worldwide. All other marks used herein are the trademarks of their respective owners and no ownership in such marks is claimed by ServiceNow. iceNow internal use only t copy or distribute © 2018 ServiceNow, Inc. All Rights ReservedServiceNow internal use only. Please do not copy or distribute.ServiceNow Fundamentals Table of Contents Module 1: User Interface & Navigation .. Lab 1.1: ServiceNow Overview. Lab 1.2: Lists and Filters... Lab 1.3: Forms... Lab 1.4: Branding Module 2: Collaboration .... Lab 2.1: Task Management Lab 2.2: Notification... Module 3: Database Administration Lab 3.1; Data Schema. Lab 3.2: Data Security Lab 3.3: Import Sets Lab 3.4: CMDB... Module 4: Service Automation Lab 4.1: Service Catalog... Lab 4.2: Flow Designer & Workfiow. Lab 4,3: Service Level Agreements.. Lab 4.4: Knowledge Management Lab 4.5: Reporting... Module 5: Intro to Scripting & Application Tool Lab 5.1: Scripting. Lab 5.2: System Update Sets. Lab 5.3: Development... Module 6: Capstone Project..... Lab 6.1: Capstone Project Challenge Format... rviceNow internal use only. Please do not copy or distribute © 2018 ServiceNow, Inc. All Rights ReservedServiceNow internal use only. Please do not copy or distribute.servicenow [> User Interface & Navigation Collaboration Database Administration Service Automation Intro to Scripting & Application Tools ServiceNow Fundamentals Course Module Agenda ServiceNow internal use only. Please do not copy or distribute. User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 7Module 1 — 1.1 ServiceNow Overview Objectives * What is ServiceNow? * What is the ServiceNow Instance? * Users and Groups * Key Platform Ul Components — Application Navigator ~ Content Frame — Banner Frame Mobile Access Product Documentation rviceNow internal u nly. Please do User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 8What is ServiceNow? ServiceNow is a cloud- based platform deployed ina browser that contains applications and data that can vary by instance and user, automating common co business processes ork at Lights A leader in Enterprise Service Management (ESM), the ServiceNow Service Automation Platform provides a modern, easy-to-use, service management solution in the cloud allowing your organization to automate manual repetitive setup tasks, manage your core IT processes, standardize service delivery, and focus on your core business, not just ITSM infrastructure. ServiceNow provides all of this to users from a configurable web-based user interface, built on top ofa flexible table schema. The ServiceNow platform and the applications that run on it use a single system of record and a common data model to consolidate your organization’s business processes. Another advantage to this single system is that it can be leveraged to build custom applications. The ServiceNow platform provides a Platform as a Service (PaaS), a cloud-based comp that provides the infrastructure needed to develop, run, and manage applications. ‘ing model It is not limited to a specific department or function but encompasses the entire enterprise. tc viceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 9What is the ServiceNow Instance? An instance is a single implementation of the ServiceNow platform * Independent, changeable, and highly configurable + Not shared with other ServiceNow customers (single-tenant) * Each instance has applications + Each instance has customer data that can be exchanged between instances * Upgrades are made on individual instances ‘An instance is located (hosted) in one of the ServiceNow Data Centers around the world, or for a very, very small percentage of our customers, an instance can be implemented onsite at the customer's location. Each ServiceNow instance has a unique URL that uses a format similar to https:// service-now.com/. ServiceNow utilizes an advanced, multi-instance, single-tenant architecture as the default offering for customers, meaning an instance features an individually isolated database containing data, applications, and customizations. The ServiceNow multi-instance architecture, organized in an instance stack, provides these distinct advantages: + The multi-instance architecture allows ServiceNow to perform actions on individual customer instances such as performing an upgrade, on a schedule that fits the compliance requirements and needs of your enterprise. * Data is truly isolated in their own databases, making hardware and software maintenance on these unique customer instances far easier to perform and issues can be resolved on a customer- by-customer basis. Each customer organization receives two instances of ServiceNow: production and sub-production. They have the ability to obtain additional sub-production instances to be used for User Acceptance lesting (UAL), Review, Development, or Quality Assurance (CA). iceNow internal use only. Plea t copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 10Users and Groups Users ————— Groups ——. Within a ServiceNow instance, users are: collection of users is a group + Updating records Groups share a common purpose such as + Importing data ee eae Users approving change requests or users + Requesting items receiving e-mail notifications + Implementing workflows + Approving knowledge content Examples of Groups include: * Running reports * Service Desk + Developing applications + Knowledge Base Authors + HR Administrators Users are represented by a record created or imported into the User {sys_user] table A group is one record stored in the Group [sys_user_group] table Manage the individuals who can access ServiceNow by defining them as users in the platform. NOTE: User names (represented by user IDs) are unique in ServiceNow. Users are authenticated by various methods, including: ‘+ Local database: The user name and password in their user record in the instance database + Multifactor: The user name and password in the database and a passcode sent to the user's mobile device that has Google Authenticator installed + LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the ServiceNow database + SAMI 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database + OAuth 2.0: The user name and password of OAuth identity provider, which has a matching, user account in the database st Token: An encrypted sst of the user name and password in the user record User credentials are matched to different saved credentials for each method. Multiple Provider SSO allows the selection/use of several identity providers (IdPs) to manage authentication as well as retain local database authentication. A group is part of the user hierarchy, and a user is part of a group. Groups may be imported from a corporate directory (LDAP) or created manually in ServiceNow. t copy or distribute iceNow internal use only. Ple; User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved "Key Platform UI Components servicenow The User Interface (UI) is the main way for users to interact with the applications and information in a ServiceNow instance. Notable ServiceNow features include real-time form updates, user presence, an application navigator designed with tabs for favorites and history, and enhanced activity streams all of which you will explore in this training. This is an example of the System Administration homepage. ‘The ServiceNow user interface is di led into three areas: 1, Banner Frame: The Banner Frame highlights important tools and settings that apply to your instance. 2. Application Navigator: The components of the Application Navigator, the panel on the left side, are based upon your assigned role(s). The navigator may be expanded (as shown above) or collapsed. The navigator provides links to all application menus and modules, based on your permissions. 3. Content Frame: The Content Frame displays information, such as lists, forms, dashboards, knowledge bases, and service catalogs depending on where you navigate within the platform. This also impacts how the information is visually represented. NOTE: The position of these components on your screen may vary depending on your region. iceNow internal use only. Please do not copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2Application Navigator Ear ‘The Application Navigator is a list of available applications and their corresponding modules Modules enable navigation to different areas of the platform, including: —Links to a new record Applications are a collection of modules; modules and data that deliver a service and manage business processes —Filtered lists of records Special view pages Applications are a group of modules, or pages, that provide related information and functionality in an instance. Modules can contain links to a new record, lists of records with varying filters applied, and special visual tools. For example, the Incident application contains modules for creating and viewing incidents. The Configuration application contains modules for changing and accessing servers, databases, and networks. iceNow internal use only a t copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 13Application Navigator: Filtering Use the All Apy Above the application list, use the Filter Navigator to icon to view all applications —_quickly navigate to applications and modules within the navigator ‘Simply begin typing the application or module name: —— ac 9 | 1. Allmodules with he keyword splay 2. All modules within an application that contains the keyword display The Application Navigator provides access to all applications and the modules they contain, enabling users to quickly find information and services. To view all applications within the navigator, ensure that the All Applications icon is selected at the top left of the navigator. TIP: Double-click the All Applications icon to expand and/or collapse all applications. Click any application to expand or collapse all of its modules. To quickly search throughout the application navigator to view a particular application or module, use the Filter Navigator. The Filter Navigator is located at the top of the Application Navigator. ‘As soon as a user begins typing, the Application Navigator displays only applications and/or modules matching the keyword. For example, if the keyword “Incident” is typed into the Filter Navigator, the Incident application and a list of ail its modules will display, as well as any modules containing the word “Incident” within other applications, such as Service Desk > Incidents. iceNow internal use only a t copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 4Application Navigator: Favorites and Your History servicenow Favorites Your History Items added as Your History favorites appear inthe —_ provides a scrolling Favorites tab of the view of recent Application Navigator, activities including: which is represented + Formsand lists bya star icon youaccessed Homepages you visited Favorites display asicons ina Simply click on any collapsed view recent activity to open the item in the Content Frame Favorites: Access the favorites menu to see all your favorites in one place. Favorites include application menus and modules which you may wish to access quickly and often. Favorites will also display in the Application Navigator even when a filter is applied, so long as the Favorite matches the search term. Your History: The Application Navigator contains a scrolling list of your recent history wit ServiceNow. For example, Your History will display forms you were filling out or lists you were searching on. Simply click on an item to open any recent activity in your content frame. Some content types are not tracked, including UI pages and other non-standard interfaces. tc viceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 15Content Frame: Common Types of Interfaces servicenow Homepage: A homepage consists of navigational elements, functional controls, and platform information. When a user logs in to an instance, the default homepage defined for their role appears unless the user switched to another homepage or has set a dashboard to appear. All users with a role can use the Add content link on the homepage to customize the homepage and display important changes and emergency information to other users. List: View data records as a list. Lists display records from a data table, as well as allow users to edit the record information using the List Editor functionality. Form: View individual data records as a form. Data is typically entered into ServiceNow through forms. Dashboard: Dashboards enable the display of multiple performance analytics, reporting, and other widgets on a single screen. Map: Display ServiceNow data graphically on a Google map. Drill-down into a map to view specific data points. ‘Timeline: Used to track tasks or projects. ServiceNow internal use only. Please do not copy or distribute. User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 16Banner Frame servicenow Click the logo to return Click to open Global Search toolbar to the homepage Type keyword(s) and hit Enter Searches fora text string across existing records Results grouped by application aes User menu containing Tt Connect profile information and a logout option Sidebar Help Sidebar Settings The Banner Frame runs across the top of every page and contains global navigation controls and several key functionalities and features: + Your logo in the top-left hand corner, which also navigates you back to your homepage when you click on it + Information about the logged-in user: click the down arrow to the right of the user name to view the user profile or log out * Click the magnifying glass to expand the Global Search toolbar and use this to search across all data in ServiceNow, such as a keyword, record number, and more + Toggle on and off the Connect Sidebar, which is used to communicate with other users in real- time * Get help, including Product Documentation and new features + Personalize your settings NOTE: With additional rights, a user may see Impersonate User and Elevate Roles as additional options from the user menu. These are features useful for testing and visibility. iceNow internal use only. Please do not copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 7Mobile Access servicenow @ In addition to accessing a ServiceNow instance from a laptop or desktop computer, ServiceNow supports the following technologies: ‘Smartphone: The smartphone interface supports many of the features found in the standard desktop/laptop browser interface, including lists, forms, favorite/shortcut management, and filtering, There are no special configurations needed for the iPhone or Android phones; the smartphone interface uses familiar, industry-standard techniques for performing most actions. Tablet: The ServiceNow instance automatically detects the tablet and redirects to the desktop interface. Apple Watch: Features include: notifications, favorites, record monitoring, chat messaging, dashboard charts, and record interaction via canned responses and voice to text (Siri) Depending on how ServiceNow is accessed, the user interface and features may vary. ServiceNow internal use or ase do not copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 18Product Documentation: Docs and Community servicenow Kingston If anything in this class seems interesting, we highly encourage you to explore the topic in more detail through either of the following websites: docs.servicenow.com is the official documentation resource for ServiceNow, with content produced by ServiceNow. From features to functionality, and even release notes, this resource should have all of the information needed to get the most out of the platform. community-servicenow.com is similar to the Docs website, in that it provides useful information about the ServiceNow platform. However, where Community really excels is by bringing together actual ServiceNow users to collaborate, share, and produce ideas, content, and even answers to questions you may have! This is a great resource to learn from users with real-life experience on the platform! use on ase do not copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 19servicenow Sec TTA g Lab ServiceNow Overview What is ServiceNow? What is the ServiceNow Instance? What are Users and Groups? d Key Platform Ul Components Mobile Access Pages 21-27 10-15 minutes Product Documentation Lab 1.1 ~ ServiceNow Overview: + Log on to your training instance + Use the Application Navigator and its filter to access different areas of ServiceNow + Add Knowledge and Service Catalog modules to Favorites rviceNow internal use only. Please do not ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2ServiceNow Overview 1.1 Lab Goal This lab will show you how to do the following: * Logon to your training instance * Use the Application Navigator and its titer to access ditterent areas ot ServiceNow + Add Knowledge and Service Catalog modules to Favorites This course builds on a scenario where you work for a division of a fictitious electronics company called Cloud Dimensions. Upon the reveal of their Infinity product; a portable holographic projector, you support a team of department Subject Matter Experts (SMEs) with the implementation of ServiceNow. ServiceNow will initially be used by Cloud Dimensions for tracking Infinity inventory, order fulfillment, and customer support. You will be required to impersonate various user personas ~ representing Cloud Dimension employees — throughout this course’s labs, To start, you will assume the system administrator identity to accomplish a series of tasks. NOTE: Screen shots are often cropped so what you see in the participant guide may not match exactly what you see in your instance. A. Log on to Your Training Instance 1. Navigate to your assigned ServiceNow Lab Instance in the web browser of your choice. NOTE: Your instructor provides you with your own instance URL. 2. Log on using the System Administrator (admin) credentials provided by your instructor. iceNow internal use or as tc stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved aB. Use the Filter Navigator 1. Set the Application Navigator view to display all applications in an expanded view (double-click the All applications navigator icon to expand/collapse all), then locate the Incident application to view the 9 incident modules. 2. Incident > Open. NOTE: The Application Menu > Module Name formatting indicates the navigation path to use in the expanded Application Navigator. This shorthand will be used in the lab instructions going forward. For this step, select the Incident Open module: Notice how the user interface changed in the Content Frame from the System Administrator homepage to a list of open incident records. 3. Incident > Create New. Notice how the user interface has changed in the Content Frame from a list of incident records to an individual incident record/form. 4, From the Application Navigator, use the Filter navigator to filter the list of application menus and modules by typing self-service into the Filter navigator: NOTE: A single application menu, Self-Service, appears with many modules. Scroll down to see all of the modules under the Self-Service application. iceNow internal use only. Please do not copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 25. Self-Service > Service Catalog. Notice yet another user interface type displayed in the Content Frame. 6. From the Application Navigator, type the keyword service into the Filter navigator. NOTE: Scroll to see all of the applications and modules that contain the text “service” display. Set Module Favorites 1. Open the User menu on the Banner Frame, then select Impersonate User: 2. Impersonate the Cloud Dimensions employee Joe Employee by typing their name into the Search for user field. NOTE: After selecting their name from the drop-down list, ServiceNow should reload and you are now impersonating Joe Employee: pd 3. Filter the Application Navigator using the keyword self. 4. Self-Service > Knowledge. 5. Open the ServiceNow Fundamentals Class Knowledge Base: ServiceNow Fundamenials Clase 6. Download the necessary lab tiles tor class by selecting the Class Lab Files article. iceNow internal use only. Please do not copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2NOTE: Selecting the Class Lab Files article will download a zip file to your local machine titled ServiceNow Fundamentals Class Files. At your convenience, upzip the file. Next, hover over the Knowledge module, then add the Knowledge module as a favorite by selecting the Add to Favorites icon (star) to the right of Knowledge: NOTE: Upon selection, the module star will appear filled in. Repeat this step for the Service Catalog module. NOTE: In addition to application menus and modules, the Filter navigator will also display favorites based on keywords: iceNow internal use only. Plea t copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 249. Clear the Filter navigator keyword by selecting the X to the right of the Filter navigator. 10. Next, navigate to the Favorites tab of the Application Navigator to see the module favorites you have created: 11. On the bottom-right of the Application Navigator, select the Edit Favorites icon (penci NOTE: The Set up your favorites screen displays in the Content Frame. A favorite can be customized to have any name, color, and icon. 12. Select the Self-Service - Knowledge favorite in the Application Navigator. 13. Select any color and icon for the Self-Service - Knowledge favorite. 14. Repeat steps 12 and 13 for the Self-Service > Service Catalog favorite. 15. Click the Done button: @ mim 16. Minimize (collapse) the Application Navigator by selecting the Minimize Navigator icon (circled arrow) at the bottom of the Navigator: iceNow internal use only. PI t copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 217. From the minimized Application Navigator, notice that the two favorites appear in the color and icon you have selectet NOTE: Your color and icon choices may vary from what is shown here for demonstration purposes. 18. Navigate to the homepage by selecting the Home favorite displayed on the minimized Navigator: 4 ¥ 19, Select Maximize Navigator at the bottom of the minimized Navigator: 20. Next, select All applications: iceNow internal use only. PI t copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 26LAB VERIFICATION The Lab Verification displays screen shots of what you should have created during this lab. Sometimes the Lab Verifications have already been shown in earlier steps — as is the case below. Self-Service Favorites es Pod Congratulations on completing our first lab, ServiceNow Overview! rviceNow internal u ot c 2 only. Please ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved arModule 1 - 1.2 Lists Objectives + What is a Role? + What is a List? = Anatomy ~ Views = Context Menus Layout Configuration List Personalization List Editing Tags Filters Finding Information: ServiceNow Search rviceNow inte use only. Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2Roles a ‘role may contain other roles Arole is a group of permissions, allowing users personalize to perform actions in parts of the platform, Role arian including lists and forms 1 [personaliae les It can be assigned to a group oa single user; tes 2 user can be asigned more than one ole ee ras Roles are represented by a record stored in the Role [sys_user_role] table }>|wi-policy_admin Role permission ui_action_admin Role permissions, Arole is a collection of permissions used to: + Grant access to applications and other parts of the platform + Assign security rights Once access has been granted to a role, all of the groups or users assigned to that role are granted the same access. ‘Additionally, a role may contain other roles and any access that is granted to one role is automatically granted to any role that contains In this example, the personalize role is able to personalize forms, lists, rules, controls, and scripts. It has its own permissions and also contains the personalize_rules role. ‘The personalize_rules role has its permissions and contains both the ui_policy_admin and ui_action_admin roles. The ui_policy_admin role can manage UI Policies. The ui_action_admin role can manage UI Actions. Taken with all of these relationships, the personalize role contains all of the roles below it in the hierarchy. However the ui_policy_admin and ui_action_admin roles do not contain the permissions of the roles above them in the illustration. t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2Provided Platform Roles System Administrator —————€}— _Fulfiller ———____________ ‘The admin role provides access to all platform features, Users with the futfilr (itl role may fulfil TIL activities. applications, functions, and data associated with the IIL workflow, including incident and change management Specialized Administrator Approver ———§ = Users with specialized administrator roles may manage | The approver_use ole can perform all requester specie functions or application, including: actions and allow users to view or modify approval Ashore Fides records directed to them . Knowledge Base Requester Human Resources Also known as Employee Self Service (E55) uses, these Reports users do nat have roles but can submit and manage Web Services tear own requests, access public pages, et ‘The System Administrator (admin) role has almost all roles and access to all platform features, functions, and data, with some exceptions such as HR and Security Operations constraints. Grant this privilege carefully. Users holding the admin role can create and modify user roles, as well as impersonate other users. However, not even users with the admin role can impersonate a security_admin role user and elevate privileges while impersonating to access higher security functionality. The impersonator role can be assigned to a user to allow impersonation of other users, excluding admins, for testing and visibility purposes. Specialized Administrator roles have broad access but generally manage specific functions or applications. Fulfiller/Process users have clearly defined paths and workflows in the platform and have one or more roles, including the itil and approver_user roles. They can access all functionality based on assigned roles. Approvers have the approver_user role, but no other roles. Requesters use the Service Catalog and Self Service applications. They can make requests only on their own behalf, and are not assigned roles. t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 30What is a List? servicenow A list displays a set of records from a table within the content frame of ServiceNow [ Each row represents |) ee one record store sts and forms are the most common ways to interact with data. A list displays a set of records from a table. Lists can be filtered and customized to display the information you need. NOTE: Two different versions of list functionality may be encountered; referred to as List v2 and List v3. List v3 is enabled by a ServiceNow plugin and offers additional functionality such as displaying information in a split format. In this example, the system administrator is accessing the User Administration application and a list of users through the Users module. Other roles, such as user_admin, grant users the permissions to manage users, groups, and roles. ServiceNow internal use only. Please do not copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved atList: Anatomy servicenow Title Bar Displays the list ttle and, in some. cases, the view name, as well as, search list values, and a record count List Filters/Breadcrumbs Offers a quick form of iter navigation Column Headings mes Displays column (abe fel) rames = and provides some ist contas = Column Header Search sasae Provides a search within a specific i Field Values amis Data; right-click afield value to access additional actions EEE] r= Although lists display data captured in different tables, their interface remains consistent with common features. ServiceNow internal use only. Please do not copy or distri User Interface & Navigation © 2018 ServiceNow, Inc. All Rights ReservedList: Views Views ————[E> Aview is a version of a customized lst or form which defines the layout order and what fields appear For list views, the same number of records for that particular table display — different fields may be visible and display in a different order Default view Mobile view Views: Views enable users to quickly display the same list or form in multiple ways. System administrators can create views for lists or forms. For example, different views can be created and used on Incident for an ESS user, an ITIL user, and a mobile user. To switch between the different views of columns on a list (as shown here), open the List Context Menu then select View. Then, select the name of the desired view. ‘The view name appears in brackets beside the table list title and form record type when a view other than the Default view is selected. NOTE: Switching views on a form will attempt to save all changes made to the record. A message displays asking to save or discard all changes made to the record, before the form reloads and displays the selected view. Sort Controls: A list that is displayed to a user for the first time will be sorted by one of the following: + The order field, if one is present in the table + The number field, if one is present in the table ‘+ The name field, if one is present in the table + The field specified as the display field for the table viceNow intern: ial use only. Ple: t copy User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2List: Context Menus servicenow Context menus provide different Column Context Menu Record Context Menu levels of controls fora given lis view Context menus can be accessed by 7 / masmamce + clicking the list menu icon (=) or by ene right-clicking the list header and Tees ox column headers respectively cone Se List Context Menu ech RSS adeno ——— ‘Access the Record Context Menu by right-clicking in arow’s cell List Context (or control) menus, also sometimes called Additional Actions, can be accessed from lists, columns, or on records by using right-click menus which provide different levels of controls: + List Context Menu: Click the list context menu icon next to the title of the list (Incidents in this example) to access options related to viewing and filtering the entire incidents list. + Column Context Menu: Click the column context menu icon in the desired column header to display actions related to that column, such as creating quick reports, configuring the list, and exporting data + Record Context Menu: Right-click in a row’s cell to see a menu with actions related to the values in that cell, such as filtering options, assigning tags, and more. te ServiceNow internal use only. Please d User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 34List: Layout Configuration Configure a list to show or hide fields from a view, as well as change the list column order Click the column context menu icon and select Configure > List Layout sen esr Soe Slushbucket Users with the admin or personalize_list role can add or remove columns (fields) from a list or change the order in which the columns appear in the list, for all users. ‘To do so, navigate to the list, then open the column context menu, then select Configure, finally, select List Layout. The slushbucket opens and has two sections: the available items on the left, and the selected items ‘on the right. Items from the available section can be added to the list and items from the selected section can be removed from the list. Once items are in the selected section, there are controls to adjust their order (up or down) on the list. viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 35List: Personalization Personalize a list to show or hide fields on a view, as, well as change the list column order Unlike configuring alist, personalizing will not affect what other users see while viewing the list To personalize a lst view, click the Personalize List, icon or gear (*) from the list column header After personalizing alist, this icon will change to look | ~ tse v Sano Tike this (3) Personalize List Columns modifies a list for an individual user; it does not affect the platform default. List layout changes made using List Layout will affect everyone, across the the entire instance, except for individuals using personalized layouts set via Personalize List. The following can be done through Personalize List Columns: + Add Columns: In the available section, select each column you want to add and press the add icon + Remove Columns: In the selected section, select each column you want to remove and press the remove icon + Rearrange Columns: In the selected section, select the column(s) you want to reorder and use the up or down icons to place the columns in the desired order + Reset Column Defaults: Return the list’s columns to the default list’s view definition viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 6List: List Editing The List Editor allows a field value to be edited a — ina list without opening the form = Locate a record with the field value to change: a 41. Double-click in an empty area of the field = 2, Enter the appropriate value(s) tn 3. Save the record by clicking the save (2) icon Cling the cancel (®) eon or pesig the Escape hy retu the ongnal hie, Users can edit data in lists using various methods but certain field types cannot be edited. Additionally, list editing is disabled for some tables. The list editor is the quickest method to update a field on multiple records. Procedure 1. Select the records to be edited. 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 security constraints, that is indicated. Administrators can configure the list editor and by default, list editing is disabled for some tables. 3. Enter the appropriate values and click the save icon. Quick edit functions may also be used to edit records. Right-click a field and select the appropriate function: + Assign to me: For records that use assignments, places the logged-in user's name into the Assigned to field + Approve: For records that use approvals, changes the approval state of the record to Approved + Reject: For records that use approvals, changes the approval state of the record to Rejected + Assign tag: For records that are to be tracked based on a user-defined label t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved aTags Use tags to categorize, flag, and locate records i ae ‘Tags can be created against any record from a soma Seo mmcation list or form view sem Oe ata Tags can be made visible to any user (global) or ve fe visible only to specific users Bomecnsimn sores There are a few ways to assign tags to records: ‘+ From the list view using inline field editing + From a list using the record context menu + Configuring tags to assign automatically Use the Viewable by field when editing a tag to control how itis shared: visible only to the owner (Me}, visible to the owner and specific groups or users (Groups and Users}, or visible to everyone (Everyone). To use the Everyone option under Viewable by, a user must have the admin or tags_admin role. NOTE: Editing personal tags can be accomplished using the My Tags or My Tagged Documents modules. viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 38What are Filters and Breadcrumbs? ; Click the funnel to view Breadcrumbs summarize the Filters and edit fier conditions current fier conditions Afilter isa set of conditions applied to a table to isolate a subset of the data to work with on a table Breadcrumbs Breadcrumbs offer a quick form of filter navigation and are ordered from left to right Filters are used to specify exactly which records to displaywithin a selected list. For example, you may start with a list of all incidents but filter those records to view only active incidents assigned to you. Users can apply, create, modify, and save filters. To view the filter applied to alist, click the funnel icon on the top left of the list. Here, you can add, remove, or edit filter conditions and rerun or save your filter. Click Run to see the results of your filter, displayed in the list. To save a filter, click Save. A new field will appear where you can name your filter. After naming the filter, click the Save button to the right of the name field. The new filter will be available by selecting Filters from the list context menu. The filter conditions applied to the list are summarized in the breadcrumbs, shown in blue letters ‘across the top of the list. Not only do the breadcrumbs provide an “at-a-glance” view of the filter's conditions, but you can also modify conditions and add to favorites your filter directly from the breadcrumbs. Click a breadcrumb to remove all conditions to its right. Clicking the condition separator (>) before a condition to remove only that condition. ‘Add filter conditions to your favorites menu simply by dragging and dropping the breadcrumbs onto the navigator t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 39Filter Conditions and Filter Operators servicenow Three components of a filter condition: _A filter operator represents the action to take; it is a choice list 1. Field 2. Operator 3. Val \ p (alue based on the field type The three parts ofa filter condition are: 1. Field: A choice list based on the table and user access rights. The choice list includes fields on related tables by dot-walking. 2. 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. Value: A text entry field or a choice list, depending on the 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 text entry field. A filter operator can specify conditions including: itis this, it is not this, it is same as, it is different from, etc. Filter operators will change depending on field data type, for example: not, contains, is one of, starts with, ends with , is not, greater than, less than, greater than or is, less than or is, * Date: on, before, after, between, is more than, is less than rviceNow internal use only. Please do not ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 40Finding Information: ServiceNow Search servicenow Use any of the following search methods | ; to find information in ServiceNow: List and Global Wildcard Searches ~ Lists: Find records in a lst; search in a specific field (Go to}, all fields (Search), or in a specific i resaGreN Ta Contains column FmySearchTerm ‘Does not contain ~ Global text search: Find records in multiple gaan Stars with tables from a single search field ‘shnySeorchTerm Ends with — Knowledge Base: Find knowledge articles ena Equals — Service Catalog: Find catalog items sensoanc art Does not equal imySearchTerm “Greater than or equalto — Filter Navigator: Filter the items in the Noleadingortaling | mySearchTerm when using the application navigator ildaras) list "Go to" search only Find information quickly in ServiceNow by using any of the available searches: + Wildeards: Use a symbol to represent zero or more characters + Phrase Searches: Find a phrase with multiple terms ‘+ Searching Lists: Control the query for list searches of a specific field + Boolean Operators: Refine searches with operators such as AND and OR + Attachment Searches: Search in files that are attached to Knowledge Article records ‘+ International Character Sets: Perform searches with any Unicode characters * Punctuation: Perform searches that contain punctuation ‘Wildcards use a symbol to represent zero or more characters and are available for searches. Various wildcards can be used to refine the search in lists (text searches of all fields), the global text search, and the Knowledge Base. Results with using wildcards may vary depending on the search method used. Searches are not case sensitive. Use advanced options for more specific queries. Nore: i is the text indexing and search engine that performs all text searches in ServiceNow. iceNow internal use only. Please do not copy stribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved “1servicenow Sec TTA g Whats a'Rale? eae Filters What is a List? Layout Configuration List Personalization List Editing 15 ~20 minutes Tags Filters Finding Information Lab 1.2 Lists and Filters: + Open an Update Set + Create a new Infinity list view on the Incident table + Practice filtering data on an incident list and saving a new filter + Locate and update incident records using inline editing rviceNow internal use only. Please do not ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2LAB Lists and Filters 1 2 LL LL (1) 15-20minutes Lab Goal This lab will show you how to do the following: * Open an Update Set + Create @ new intinity list view on the Incident table * Practice filtering data on an incident list and saving a new filter + Locate and update incident records using inline editing One goal of Cloud Dimensions with using ServiceNow is handling Infinity support, Before the product is launched, however, Cloud Dimensions employees are actively testing I devices. Winnie Reich ~ manager of the Service Desk ~ has requested help from the Cloud Dimensions system administrator in creating a new Infinity view on the incident table. This view will be configured to include the necessary fields for supporting Infinity, for both internal and external users alike. Winnie has also asked her direct report, Kevin Edd, to create and share a list filter that will filter active incidents and display only those submitted by Infinity employee testers. A. Open an Update Set Before starting the lab, create an Update Set. Update Sets are used to capture configuration changes made to the platform and are explored later in class. Create an Update Set now and follow up with it at a relevant time. 1. Impersonate the System Administrator using the user menu. NOTE: If you have logged out of your instance, use the System Administrator (admin) credentials provided by your instructor 2. System Update Sets > Local Update Sets. t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 4“3. From the list of local Update Sets, click the New button, 4. ‘out the form as follows: Name: ServiceNow Fundamentals State: In progress (auto-fills) Description: Includes work completed in the ServiceNow Fundamentals course. 5. Click Submit and Make Current. NOTE: A message oppears at the top of your instance indicating the Update Set has been set to the current Update Set. This means changes made to the platform will be captured inthis Update Set moving forward. B. Create the Infinity List View The system administrator user has the appropriate permissions for creating a new list view on incident — we will assume they have already received the requirements from Winnie Reich. 1. Incident > Open. 2. From the list column header, open the “slushbucket” to create a new list view: a) Open the Column Context Menu b) Select Configure ©) Select List Layout © OB: Sxtatoe k NOTE: Selecting ony field will work, but Number was used in this example. siribute copy jiceNow internal Use only. PIEaS User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved3. Beneath the Available and Selected buckets, open the View name drop-down menu from the List view section. 4. Select New... at the bottom of the list: List view ‘Major incidents Mobile Portal NOTE: Choosing an existing view from this list will allow you to modify it. 5. Enter the View name: Infinity. 6. Click OK. Nothing appears to have happened to the page but you should now notice I as the selected List view: List view View name Infinity 7. Working with the Available and Selected buckets, use the Add and Remove buttons (“>" and “<” icons, respectfully) to create the Infinity list view with the following fields: Number Priority State Caller Category Subcategory Short desc Assignment group Assigned to Tags Updated rviceNow internal u ot o tribute. nly. Please d User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 45NOTE: Ensure the fields are listed in this same order under Selected. Use the Move up and Move down arrows, on the right of Selected, to set the correct order. TIP: You may select multiple fields under Available or Selected, then add or remove them with one click. 8. Once the fields have been added to the Selected bucket, click Save. 9. impersonate Kevin Edd to confirm the view is available for the Service Desk group. 110. As Kevin Edd, navigate to Incident > Open. 11. Open the List Context Menu and select View, then finally select Infinity: Incidents Goto Number ¥ Default view ‘Show >| Mobile 12. Confirm the fields appear in order, from left to right, as listed in step 7 above. Apply and Save a Filter Filters allow users to locate specific data quickly, and filters are also reusable. Kevin Edd will apply a filter that displays Cloud Dimensions Infinity incidents related to employee testing, then save the filter to share with his team for future use. 1. Open the filter condition builder by selecting the Show / incidents inn vew! [I fe filter icon (funnel): All>Aetive=true use User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 4Add the following AND condition: Tags | EIT NOTE: This will search for all active incident records with EIT as one of its tags. The EIT tag is something Cloud Dimensions employees have created to help distinguish internal testing incidents from customer incidents ~ it stands for Employee Infinity Testing. The filter should look like this: {7 navnene ss esha fan | See. || AND | on | AdSon | ‘Mot theecontans must be met ie vie a] : soo | || x ve vie @ | m0 | 08 || Click Run to apply the filter. ‘There should be two incident records returned. Open the filter condition builder again to save the filter for later use. Click Save... SS ss (oe Allof these conditions must be met Enter Infinity Testing into the Save as field. Next, select Group for Visible to. NOTE: The ability to select a group to share wi dth others is provided by additional user permissions. For this exercise, the Service Desk group was granted the filter_group role. Input Service Desk into the group reference field to share this filter with its members. viceNow intern: t copy ial use only. Ple: User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved ar9. Click Save: fun | sare. | aND | o8 | addsor | te save as fy Tsing Visblete: © Me ® Goup| sence Dek alc 10. impersonate Megan Burke, another member of the Service Desk group, to confirm the filter is now available for the Service Desk group. 11. Incident > Open. 12. Open the List Context Menu and select Filters, then finally select Infinity Testing: [E Jeers HEBD cow. rune & Groupby > V active Show > etive-unassigned Refresh List Assigned to me My Open incidents Edit personal fiters © nco0a 13. The & | ncdets [FR coro unser 7 J nu>acive=twe>tagshas ing two records, appears: & QS Numbery opened Short description = caller \ 20170810 frequen | MOEA © icon —7UZOIP—passnerdresetreqest sea 2017.08.20 Infinity showingan eor © tnceonomas oa 2423 ‘employee testing “Kempe D. Locate a Missing Incident Winnie Reich has emailed Kevin Edd to report an incident submitted by another employee that did not follow the current EIT tagging convent n. ServiceNow internal use only. Please do not copy or di User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 48INC0000061 was submitted by Alissa Mountjoy and will need to be updated to include the EIT tag as the incident reports an error found with the Infinity holographic settings page. 1 2. 8. impersonate Kevin Edd. Using methods of your choice, locate and open Alissa’s incident record; INC0000061. HINT: Access the active record by navigating to an appropriate module and using list column header searches, filter conditions, or a global search for INCO000061. With the record form displayed, open More options from the form header: Follow Update ne Click Add Tag. Type EIT into the Add tag... field. Press Enter on your keyboard to add the tag to the incident record: Tags oe GO NAT Aw Update. Apply the Infinity Testing filter to the incident list to confirm all three Infinity testing records display: Saaiwy Shey a a icon 5: Pning owt soni ‘5-Planning New ome Database (password reset request cone eos vicnouet—5-Ping own nya ing hog er E. Update Infinity Incident Records Now that all Infinity incident records are accounted for, Winnie Reich has asked Kevin Edd to ensure all records’ categories are accurate based on the issue reported and described. rviceNow internal use only. Please do not ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 49Use the inline editor to update a record’s category value right from the list. 1. Find INC0000042 and double-click on the category, Database: Mean incinoo2 —5-Piamning new Maan 2. Use the Category drop-down to select Inquiry / Help. 3. Click the Save icon (green checkmark) to update the record: ‘category Inquly/Help subcategory: esan ise Incomocos2 —5-Plnning New 4, Select multiple records to update field values with one set of steps: a) Press Shift and click the Network category for INCO000061 b) Hold Shift + Ctrl (Shift + Command on Mac) and click the Inquiry / Help category for INCO000023 Pity — sate Scaler catgey ss como06, ——5-Planning New =O)- tanning lew a Inquiry / Hel tnco09002 —«5-Planning Ne re nquiry/ Help wcoogec23 ——«5-Planning New 5. Double-click on the Inquiry / Help category value for INCO000023 to open the Category drop-down. rviceNow internal u nly. Please do User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 506. Notice it indicates two records will be updated: category: Ingiry/Help Subcategory None e® 7. Use the Category drop-down to select Software. 8. Save to update both records. 9. Your Infinity incident list should look like the following. = Number v sco90006, scoono0e2 Ncoo00023 SPriorty — State = category Alissa 5-Planning New ese Sofware Megan 5-Planning New Inquiry / Hel % eae Inquiry /Help 5-Planning New Ted Keppel Software LAB VERIFICATION Infinity Incident List View List view Viewname infinity ServiceNow internal use only. Please do not copy or distribute User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 51Infinity Incident List Fields Selected Number Priority ‘State Caller Category Subcategory ‘Short description Assignment group Assigned to Togs Updated Infinity Testing List Filter Y_osces oe ahntir fin | Soe. || MO | OR | Aas | te Alo nes conons mas be met z x te vos | m0 | 08 | x Updated Infinity Incident Records Number ¥ riority aller Alisa tcooge06: «5S Planning New a Software Megan 5-Planning New Inquiry / Hel snco900042 8 F Inquiry Help Nco00023S- Planning New TedKeppel Sofware Excellent! By completing this lab successfully, you have set things up perfectly for the next. ServiceNow internal use only. Please do not Py oF distribute User Interface & Navigation © 2018 ServiceNow, Inc. All Rights ReservedModule 1 - 1.3 Forms Objectives * What is a Form? — Header Icons ~ Field Types Formatters and Related Lists Configuration Personalization + Templates * Saving Forms viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 33What is a Form? servicenow ‘A form displays fields from one record; users can view and edit the record data © meow PS |= ome tae foam vara ches) re ewe ew) pig. ee en idee ‘A form displays information from one record in a table. The specific information depends on the type of record displayed. Users can view and edit records in forms. Administrators can configure what appears on forms. In addition to fields, the form can also contain sections and Related Lists. Related Lists show records in tables that have a relationship to the current record. For example, the User form features Roles and Groups Related Lists. Related Lists do not appear on a form until a record has been saved to the database. ‘A form can load directly by searching on a record number in the Global Text Search or by clicking a record in a list. rviceNow inte use only. Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 54Form: Header Icons Form Context Menu ity Stream ‘Additional ations specific ‘Aathity Stream isa real to the form, including Save time, sequential display of activities Paperclip Personalize ‘Aitach files ‘Show or hide non- the form ‘mandatory fields <) BS nco0o0002 = Fallow ~ | Update] Resohe| Delete) > fame] |= oo More Options endaoryfets | MOM 8 Farm tool inedng “yrortosae. Templtes and Tage Each form has different fields, UI actions, and options specific to the application under which it was created. However, all forms have certain icons and function: ies in common: ‘+ The Form Context Menu provides additional options specific to the form. Save can be found in the Form Context Menu and be used to save a form while remaining on the page. * Use the paperclip icon to attach, remove, or rename files on a form. + Show Activity Stream will display a time stamped history of all actions taken within a record. + Personalize a form to show or hide important fields. NOTE: Mandatory fields can not be hidden. + All fields marked with an asterisk are mandatory and must be filled out prior to saving the form. NOTE: The asterisk is red prior to filling out the field and grey once information has been entered * Click More options to tag a form, use templates, send an email, and more. t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 55Form: Field Types Reference fields display records from another table; in this example, the ‘Assigned to field references records on the User [sys_user] table Forms include various field types, each with unique attributes. ‘Some common field types includ 1. String: Freely populated using letters, numbers, and special characters. For 254 characters or less, the string field will be a single-line text field. Anything 255 characters or over will appear as a multi-line text box. 2. Choice: Drop down list of choices that can be configured. 3. True/False: Boolean field that appears as a check box. 4, Date/Time: Day and time of day, which can be selected with a calendar widget. 5. Reference: Query that displays records from another table. viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 36Form: Formatters and Related Lists Formatter Related List ‘A formatter is a form element used to display information arenes that is not a field in the record me ‘The activity formatter provides an easy way to track items _Related lists appear on forms and show not saved with a field in the record, for example, journal records in tables that have relationships to fields like comments and work notes the current record Examples of formatters in the base platform include: + Activity formatter: Displays the list of activities, or history, on a task form + Process flow formatter: Displays the different stages in a linear process flow across the top of arecord + Parent breadcrumbs formatter: Provides breadcrumbs to show the parent or parents of the current task ‘+ Approval summarizer formatter: Displays dynamic summary information about the request being approved + Clrelations formatter: Displays on the Cl form a toolbar for viewing the relationships between the current Cl and related Cls Like any other list, users can view and modify information in related lists, as well as add a new record to the database. A default filter that is applied to a related list when a form loads can be created. Administrators can configure related lists to appear on forms and in hierarchical lists. Related lists do not have a size limit. If there are many related lists an a form or many records in the related lists, the farm may lnad slowly. t copy or distribute iceNow internal use only. Pleas User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 3Form: Configuration and Personalization Configuration 77EF Configure a frm to show or hide Pcie om fields rom a view, 25 well 3s change thelr poston on screen on a Click the form context menu icon and select Configure > Form Layout Personalization Click the Personalize Form icon (=) to personalize which fields display Personal form customizations will |" “=enen Sennen only affect what you see on a form ~ mom (9 2 these changes do not affect others | With the personalize_form role, users can configure a form to show or hide fields from a view. fields can even be created on the table that is associated with the form, although this is not best practice. Using the slushbucket, select the fields and the order in which you want them to appear. Available items that appear in green followed by a plus (+) sign represent reference fields. Accessing these fields on related tables is referred to as dot-walking. Warning: It is not recommended to add the same field to more than one section of a form unless the field displays read-only data. Having two or more instances of an editable field can cause data loss and prevent the proper functioning of Ul and data policies. When the form personalization feature is activated, users can personalize fields to appear on a specific form view according to individual preferences. In contrast to configuring a form, personalizing a form does not enable users to perform the following actions: ‘+ Change the order of fields on the form + Add fields that are nat configured ta appear an the farm + Hide mandatory fields viceNow intern: t copy ial use only. Ple: User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 38Form: Templates Templates allow fields to be populated ions automatically, simplifying the process of submitting new records Click the More options icon (se) from the form header, then click Toggle ‘Template Bar to work with templates oveE] = - Use the template bor at the bottom of the form to manually apply, create, or edit templates To use a template, populate the most-used fields for a specific table, save it as a template, and then make the template accessible to users. Users can manually apply a template when creating records, or an administrator can define scripts to apply templates automatically. Fields updated by the application of a template will have a checkmark icon next to the field label. Create templates for the forms that are used frequently, such as incident, problem, and change. There is no limit to the number of templates that a user can create or access, but having many templates for each form makes the templates more complex to manage. NOTE: Template creation should be restricted to select groups as it can be used to by-pass process, like mandatory fields, UI policies, etc. This is especially important for any record using condition based workflows. viceNow intern: t copy ial use only. Ple: User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 39Form: Saving Forms Save records by using one of the following methods: Click Submit to save changes anes fon a new form and return to the previously viewed page => changes Click Update to save changes on mang an existing record and return to the previously viewed page Select the Form Context menu Change icon in the header bar, then Made — a select Save to save changes + = (een without leaving the form view The Insert, and Insert and Stay options are disabled by default for task records such as incidents and change requests but these options can be configured for task records. NOTE: These options are enabled by default on User and CMDB records because they enable bulk entry of similar items. ‘Once enabled, select the Form Context menu icon in the header bar then select Insert or Insert and Stay to save a new record to the database instead of updating the current item. There is no "Copy" but Insert emulates copy functionality and leaves the form. Insert and Stay does the same but stays on the form. When a form is saved, all the text in the Work Notes field is recorded to the Activity Log field. Work Notes and Additional Comments are fields that share information with various users associated to. certain record types like incident or problem. Additional Comments are visible to all users accessing the record, whereas Work Notes are visible to only users with the itil role. The content in Additional ‘Comments is emailed to the Watch List and Caller, and the content in Work Notes is emailed to the ITIL Watch List and Assigned to user when the form is saved. NOTE: If you make changes to an existing record and then attempt to leave the form (whether using web browser controls such as the ‘Back’ button, or through the ServiceNow user interface), you will be prompted with a message asking if you are sure you want to leave the record without saving. viceNow intern: ial use only. Ple: t copy User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 6servicenow Sec TTA g What is a Form? Formatters and Related Lists Configuration ad Personalization Templates Pages62-70 10-20 minutes Saving Forms Lab 1.3- Forms: + Create and configure a new form view using the Form Designer + Create and update Infinity incident records rviceNow internal use only. Please do not ¢ istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 6Lab Dependency: Requil is the completion of Lab 1.2. This lab will show you how to do the following: * Create and configure a new form view using the Form Designer * Create and update Infinity incident records Internal employee testing of Infinity has proven worthwhile for a number of reasons. Winnie Reich will lead an initiative to further improve and organize Infinity testing support by creating a form view on the incident table containing the appropriate fields and being capable of capturing field values that accurately identify reported issues. A. Create the Infinity Form View 1. Impersonate Winnie Reich. NOTE: Winnie is inheriting the personalize role from a group that she belongs to, which allows her to configure forms and create new views. 2. Incident > Open. 3. Open the record for INCO000061. rviceNow internal use only. PI ot c istribute, User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 624. Open the Form Context Menu and select Configure, then finally select Form Layout: «Ele Megs hata Tesh Banrd — } fname] ie change ats Timeline ae | The Configuring Incident form page displays: < cevngetetn = Eat . Sw ‘ Heo a Somes eae 5. Find and highlight the Location field under the Available list: Available Notify Opened Opened by [+] ServiceNow internal use only. Please do not Py oF distribute User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 636. Click the Add button (>) between the Available and Selected list: ‘aiable tecaton Opened (6 Peet} Pret cent Praien Femognent cout 7. Doing this adds the Location field to the bottom of the Selected list. 8. Use the Move up button (*) to move the Location field under Configuration item. 9. From the Configuring incident form page, click Save to return to the incident form. Modify Form View with the Form Designer 1. Open the Form Context Menu and select Configure, but then select Form Design. ‘The Form Designer will open in a new tab or window. Go to the page that looks like this: ‘The Form Designer offers an improved experience because of its graphical user interface, making it easier to visualize the form view’s end result. Additionally, there are several configuration options available in this single interface. At the top left of the page are two drop-down menus in the header; the menu on the left indicates the table the form view is associated with, and the menu on the right includes the various views defined for the selected table. viceNow inte use y- Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved5. Open the view (right) menu and select New... at the bottom of the list. Enter the View name: Infinity: Create New View esny Click OK. Notice the new view is automatically selected in the view menu on the page’s header: = On the Fields tab of the Field Navigator on the left, scroll down to locate the Created by field. Add the Created by field to the form view: a) Click and hold on the Created by field b) Drag Created by to the form layout, between Caller and Category ©) Release your click to add the field tas | Flea Tyee A ee) livery wok ” sueawgory 2o@ 1 (Bins mnie 2e Domain Path : cenit tom 2@ ue date ServiceNow internal use only. Please do not Py oF distribute User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 657. Repeat these steps to add the Updated and Updated by fields to the form layout, within the Incident section. Nort fe will be reordering fields later. 8. Find the Business service field on the form layout, then click the Remove this field icon (circled x) to remove it from the view: ‘(es a[e] NOTE: Removing a field returns it to the Fields tab of the Field Navigator, so it may be re-added if desired. 9. Click and drag the Contact type field to be listed beneath the Number field: W Scaoany © © | garcia oe & catgrton ten 8 OF spor oe 1" eety 20 1 Usted oe © uuay 2@ ServiceNow internal use only. Please do not ¢ PY oF distribute User Interface & Navigation © 2018 ServiceNow, Inc. All Rights ReservedDefine a New Field 1. From the Field Navigator, click the Field Types tab to add a new field to the form layout: 2. Scroll down to find the True/False field type, then add the field to the form layout undor the Caller fiold: 3. Click the Edit this field icon (gear) to configure the field’s properties: 4, Input the following values: Label: Employee Name: u_employee NOTE: The name features the prefix u_ to indicate it is a user-created item. This is @ common naming convention used throughout ServiceNow. 5. Close the Properties window by clicking the close icon (circled x). 6. Click the Save action from the page header to save the form view: 7. Close the Form Designer tab/window, and return to the ServiceNow instance. 8. Use the Form Context Menu to reload the form (Reload form). rviceNow internal use only. Please do not c User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved or9. Now open the Form Context Menu and select View, then finally select Infinity. The new Infinity form view should load and display as designed! B. Create and Update Incident Records With the new form view defined, the next step is to create and update Infinity testing records by inputting the information into the correct fields. Steps for creating a new single incident with the State “In Progress” and EIT tag, and “employee” checkbox selected. Make sure Assignment group is set as well. 1. Incident > Create New. ill in the rest of the fields as follows: Contact type: Walk-in Caller: Buster Wubbel Employee: [checked] Category: Software State: In Progress Assignment group: Service Desk Short description: Issue discovered with two step authentication Description: Authentication requirements for logging into Infinity are not working as expected. NOTE: The Location field may have populated automatically because of the Caller value inputted. 3. Save, 4. Open More options from the form header. 5. Click Add Tag. 6. Search for and select the EIT tag. 7. Update. 8. Ifthe active incidents list does not display, navigate to Incident > Open. ServiceNow internal use only. Please do not copy or distribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 69. Apply the Infinity Testing filter. There are now four total open Infinity employee incident records: Faire BQ Siete y Shiny tm cate Sieteipin Staines hain NOTE: The new incident number may be different in your instance. Challenge Update records to change the state, assignment group and check “Employee” checkbox. As Kevin Edd, use the strategies of your choice to update the following records: Number | Employee ] State | Assignment group INco000023 | True | InProgress | Service Desk INco000042 | True | Inprogress [ Service Desk INCO000061 | ‘True (On Hold Service Desk NOTE: If required, set the value for the On hold reason field to Awaiting Caller. rviceNow inte use only. Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 6LAB VERIFICATION Infinity Incident Form View | Resa tnayse OE = stn tewre eae a weeny (sew : tele ay [Eig econ a higmet oe compey mg : Aignsto @ swesaey (te oaetty content a sees ety 2 Shen ? ston Updated Infinity Incident Records ee = vet moan mame rome one see SN emus Bl = means —s.Pomre womans atte! Sem \amenbeanem sono BBl == Well done — you have created a new form view! ServiceNow internal use only. Please do not copy or distribute. User Interface & Navigation © 2018 SenviceNow, inc. All Rights Reserved 70Module 1 - 1.4 Brani Objectives + Instance Settings * Application Configuration: Guided Setup * Basic Configuration: System Branding rviceNow inte use only. Please do User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 1Banner Frame: Instance Settings servicenow f— 2138 Click the Settings icon from the = 7 tranner frame to customize your my instance These settings affect only your user account and are retained each time you log in The Settings icon (gear) in the upper-righthand side of the Banner Frame contains additional settings and options for personalizing your view of the platform. NOTE: Users may be limited to what settings they have access to based on their role. After selecting the Settings icon, the categories on the left (General, Theme, Lists, Forms, Notifications, and Developer) provide different settings, including: + General Tab: Compact the user interface optimizes the UI to display more information in the browser window when this setting is enabled + Theme Tab: Select a theme for the user interface. Select the System theme to return to the default theme + Lists Tab: Wrap longer text in list columns allows for long strings to wrap in list columns instead of appearing as one long line + Forms Tab: Form sections and related lists appear in tabs when the Tabbed forms setting is enabled. Also Related list loading is used to determine when Related Lists load on forms. * Notifications Tab: Allows you to enable various notification channels, as well as manage your notification subscriptions + Developer Tab: Settings for ServiceNow Application developers rviceNow internal use or User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 2Application Configuration: Guided Setups servicenow a 1 Users with an administrator role may use @ Guided Setup to go through suggested steps to configure applications on the ServiceNow instance. Using the ITSM Guided Setup, users can perform structured configuration activities that help configure ITSM applications and can monitor the progress. Each configuration activity in ITSM. Guided Setup is designed to simplify the configurations by providing access to contextual embedded help, contextual documentation on the ServiceNow product documentation site, and guided tours (if available for an activity). ‘The ITSM Guided Setup configures the common platform settings through the following categories: + Company: Activities under this category help you to configure company name, logo, and color theme to reflect your corporate brand and to configure the default system settings such as the time zone and the date and time formats + Connectivity: Activities under this category help you to configure your ServiceNow instance to support inbound and outbound email notifications and to integrate it with your existing LDAP and Single Sign-On (SSO) solutions + People: In case you do not use LDAP to import data into your ServiceNow instance, activities under this category can help you to import Users, Groups, Group Members, Companies, Departments, and Locations and to assign roles to groups In addition to the ITSM Guided Setup, there are guided setups for ITOM and HR as well. rviceNow internal use only User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 3Basic Configuration: System Branding servicenow Browser Tab [Gious Dimensions SenieeNon] Banner Image service Navigation Colors: System Properties Many branding activities are grouped together in System Properties > Basic Configuration UI16. Customization and branding options include: + Banner image, text and colors + Navigator background and text colors Features which can also be customized: * Browser tab title * Color: Use the built-in color pickers to dynamically pick and preview branding options ‘+ System date/time formatting jistribute rviceNow internal use or User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 14servicenow Lab 1.4 Branding * Instance Settings * Guided Setups * System Branding a Pages 76-78 5-10 minutes Lab 1.4- Branding: + Use the ITSM Guided Setup to apply branding to the instance ServiceNow internal use only. Ple tribute. User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 15Branding 1 4 LL (1) 5-10minutes Lab Goal This lab will show you how to do the following: * Use the ITSM Guided Setup to apply branding to the instance Cloud Dimensions recognizes the importance of aligning ServiceNow’s branding with the rest of the organization so that users automatically feel familiar, seeing it as a trusted platform. Therefore the ServiceNow instance will be branded to achieve this, Required Resource: CloudDimensions-CD-Logo.png A. Apply Branding with the ITSM Guided Setup Begin the lab by impersonating the system administrator. This user has the appropriate permissions for defining platform-wide properties. We will work with the ITSM Guided Setup to get started on company branding. 1._Impersonate the System Administrator. 2. Guided Setup > ITSM Guided Setup. After the Guided Setup page loads, click the Get Started button: ITSM Guided Setup Getting started Ea rviceNow internal use only. jistribute User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 763. 4. Next, click Get Started from the Company section: TSW Guided Setup ae 18) comory | ae Om: “Transform he Service Now instance By ‘The first Lask Lo complete is System Configuration. Read the summary text, for what to expect, then click the Configure button: System Configuration skp 18% | sa a compte Conigure default settings forthe time zone ad the dat and time formats ofthe system, Upload your logo to appear inthe banner and estomize the banner and browser tab tx. Optionally, personalize the background, ter, and separator coors ofthe instance. To otis, obtain the approved brand color names, RGB, orhex values from your morketng group Fill out the fields as follows: Page header caption: Cloud Dimensions NOTE: Replace with your own name (for example, Cloud Dimensions Joe Employee). Browser tab title: Cloud Dimensions ServiceNow Banner image for UI16: [CloudDimensions-CD-Logo.png] Header background color: #2b3a5a Header divider stripe color: #484833 Navigation header /fouter ard navigation background expanded iterns: 4486493 Navigation selected tab background color: #ffffff Background for navigator and sidebars: #536172 Currently selected Navigation tab icon color for UI16: #000000 viceNow inte use only. Ple: t copy User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 7NOTE: As you enter values, especially for color fields, changes may display in real time. 5. When finished, click the Save button. 6. Refresh your browser to ensure the changes take full effect. 7. From the Help sidebar, click Mark as Complete for this Guided Setup task: LAB VERIFICATION ‘Cloud Dimensions System Theme ake youre case cere cashed BO o== NOTE: For demonstration purposes, as well os clarity of these training materials, screen shots in future labs will use the “Cloud Dimensions” system theme as defined in this lab. Konaretulations, ye ve mitts tr User Interface & Navigation © 2018 ServiceNow, Inc. All Rights Reserved 8Module 1 Recap User Interface & Navigation For these selected topics, discuss: Why would you use these capabilities? When would you use these capabilities? How often would you use these capabilities? ot c tribute. rviceNow internal u nly. Please d User Interface & Navigation © 2018 ServiceNow, ic, All Righis Reserved 79ServiceNow internal use only. Please do not copy or distribute. © 2018 ServiceNow, Inc. All Rights Reserved