ServiceNow Training Course - Detailed Curriculum

MODULE 9: Business Rules

Overview:
Business Rules in ServiceNow are server-side scripts that trigger when records are inserted, updated, deleted, or queried. They are often used to automate processes and
enforce business logic.
Types of Business Rules:
1. Before Business Rule:
o Runs before a record is saved to the database.
o Use Case: Validating a form before submission or modifying data before it's committed.
▪ Example: Checking if the user’s email matches a valid pattern before saving the record.
▪ Syntax: current.email = emailPattern();
2. After Business Rule:
o Runs after the record is saved.
o Use Case: Used for tasks like updating related records or sending notifications.
▪ Example: Send an email notification to a user once their incident is closed.
▪ Syntax: gs.eventQueue('incident.closed', current, current.sys_id);
3. Async Business Rule:
o Runs asynchronously, allowing non-blocking operations.
o Use Case: Used for time-consuming tasks like logging background activities without affecting the user’s experience.
▪ Example: Logging the activity of a closed incident to a separate table in the background.
▪ Syntax: gs.info('Incident closed: ' + current.sys_id);
4. Display Business Rule:
o Runs when a record is displayed on the form.
o Use Case: Modify data before it’s shown to the user, such as making fields visible or hidden based on user roles.
▪ Example: Display or hide fields on the incident form depending on the user’s role.
▪ Syntax: current.setDisplayValue('priority', 'High');

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Use Case:
• Use a Before Business Rule to ensure that a user’s email follows a specific pattern.
• Use an After Business Rule to send an email notification when an incident is closed.

Practice Tasks:
1. Create a Business Rule to enforce that a priority field in an Incident record cannot be blank when it is saved.
2. Use a Display Business Rule to show/hide fields based on the incident type.

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MODULE 10: Server-Side APIs (Glide-System API)
Overview:
ServiceNow provides built-in server-side APIs like GlideRecord, GlideDateTime, and more for efficient database interactions and time manipulations.
Key APIs:
1. GlideRecord:
o Used for querying and manipulating records in ServiceNow tables.
o Use Case: Fetching records from a table, updating data, or creating new records.
▪ Example: Query all incidents that are “Open”.
▪ Syntax:

2. GlideDateTime:
o Handles date and time manipulations.
o Use Case: Calculate the time difference between incident creation and resolution.
▪ Example: Adding days to a date or calculating the difference in time.
▪ Syntax:

3. Encoded Query:
o A string representation of a GlideRecord query.
o Use Case: Filter records efficiently using encoded query format.
▪ Example: Query incidents with a specific encoded condition.

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 Syntax:

Use Case:
• Use GlideRecord to fetch all unresolved incidents and send a notification to the assigned user.
• Use GlideDateTime to calculate the time spent on incidents.
Practice Tasks:
1. Write a GlideRecord script to fetch all unresolved incidents.
2. Implement GlideDateTime to calculate the time difference between when an incident was created and resolved.

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MODULE 11: Glide Ajax and Notifications
Overview:
Glide Ajax is used for calling server-side code from client scripts. Notifications in ServiceNow are automated alerts triggered by system events.
Key Concepts:
1. Glide Ajax:
o Calls server-side scripts from client-side scripts to retrieve or manipulate data.
▪ Example: Sending a request to the server and receiving the result.
▪ Syntax:

2. Notifications:
o ServiceNow allows you to create email, SMS, and system notifications triggered by events.
▪ Example: Sending an email when an incident state changes to “Closed”.
▪ Use Case: Trigger notifications on events like state changes, approvals, etc.
Use Case:
• Use Glide Ajax to retrieve the status of an incident and display it dynamically on the form.
• Set up an email notification to alert a user when their high-priority incident is assigned to them.
Practice Tasks:
1. Create a Glide Ajax script to fetch incident details for display on the user form.
2. Set up an email notification to inform users when their incident’s state is changed.

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MODULE 12: Access Control Lists (ACLs)
Overview:
ACLs control access to ServiceNow records and fields. They define who can read, write, or create records in a table.
Key ACL Types:
1. Read ACL:
o Grants access to view the field or record.
o Use Case: Restrict access to view records based on user roles.
2. Write ACL:
o Grants access to modify records or fields.
o Use Case: Restrict editing fields like priority based on specific roles.
3. Create ACL:
o Allows users to create new records for a specific table.
o Use Case: Prevent unauthorized users from creating records in sensitive tables.
Use Case:
• Read ACL: Ensure only the creator of an incident can modify it.
• Write ACL: Restrict updating the priority field to users with the “Admin” role.
Practice Tasks:
1. Create an ACL to restrict access to a custom table.
2. Set up a scheduled job to run nightly and close incidents older than 90 days.

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MODULE 13: REST and SOAP APIs
Overview:
ServiceNow supports both REST and SOAP APIs for integrating with external systems.
REST API:
• Use Case: Allow external systems to query incident records.
• Example: Creating a POST request to create an incident.
SOAP API:
• Use Case: Update user information in ServiceNow from external systems.
• Example: SOAP web service to update employee data.
Practice Tasks:
1. Create a POST request to create an incident via the REST API.
2. Set up SOAP web services for integrating with an external HR application.

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MODULE 14: Table API Using HTTP Methods
Overview:
The Table API allows interaction with ServiceNow tables using HTTP methods (POST, GET, PUT, DELETE).
1. POST:
o Create new records.
▪ Example: Creating a new incident record.
▪ Request: POST /api/now/table/incident
2. GET:
o Retrieve records.
▪ Example: Fetch all active incidents.
▪ Request: GET /api/now/table/incident
3. PUT:
o Update existing records.
▪ Example: Update the state of an incident.
▪ Request: PUT /api/now/table/incident/{sys_id}
4. DELETE:
o Delete records.
▪ Example: Delete a specific incident.
▪ Request: DELETE /api/now/table/incident/{sys_id}
Use Case:
• Use POST to create a new incident record from an external system.
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 • Use GET to retrieve all active incidents and display them on a dashboard.

MODULE 15: Scripted REST API

Overview:
Scripted REST APIs allow you to create custom RESTful endpoints in ServiceNow.
Use Case:
• Build a GET endpoint to fetch high-priority incidents from an external system.
• Example: A scripted REST API that returns specific incident records.
Practice Tasks:
1. Create a Scripted REST API with a GET method for retrieving incidents.
2. Test the endpoint using Postman.

MODULE 16: Inbound and Outbound Email

Overview:
ServiceNow can handle inbound emails (creating records) and outbound emails (sending notifications).
Inbound Email:
• Use Case: Parse an inbound email and create an incident record.
Outbound Email:
• Use Case: Send email notifications when incidents are closed.

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MODULE 17: Conclusion
Summary: Recap of All Key Concepts Covered
This module serves as a comprehensive review of all the concepts you've learned in the course. Below is a summarized recap of each module:

Module 1–3: Introduction & Basics

• Understanding what ServiceNow is and how it is used in ITSM and business automation.
• Navigation, forms, lists, filters, and ServiceNow UI basics.

Module 4: Tables and Fields

• Understanding table hierarchy (Base Tables, Extended Tables).
• Creating custom tables and fields, and field types (string, choice, reference).

Module 5: Forms and Lists

• Customizing form layouts and list views.
• Adding related lists, sections, and personalizing UI for better usability.

Module 6: Client-Side Scripting

• Working with Client Scripts (onLoad, onChange, onSubmit).
• DOM manipulation using GlideForm (g_form) and GlideUser (g_user) APIs.

Module 7: UI Policies and UI Actions

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 • Creating dynamic behavior without coding using UI Policies.
• Adding buttons and context menu options using UI Actions.

Module 8: Data Policies and Data Dictionary

• Enforcing data integrity and setting mandatory fields using Data Policies.
• Understanding Dictionary Entries and Dictionary Overrides.

Module 9: Business Rules

• Server-side scripting for automating logic at database-level.
• Using Before, After, Display, and Async Business Rules for various use cases.

Module 10: Server-Side APIs (Glide APIs)

• Using GlideRecord for querying/updating records.
• GlideDateTime for date operations, addEncodedQuery for complex filters.

Module 11: Glide Ajax & Notifications

• Calling server-side logic from client-side using Glide Ajax.
• Triggering Notifications and Events for automated alerts.

Module 12: Access Control Lists (ACLs)

• Controlling access to records and fields using Create, Read, Write ACLs.
• Use of conditions, scripts, and roles in ACLs.

Module 13–14: REST & SOAP APIs and Table API

• Consuming and exposing APIs using HTTP methods (GET, POST, PUT, DELETE).
• Using Postman for testing integration with ServiceNow's Table APIs.

Module 15: Scripted REST APIs

• Creating custom REST endpoints.
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 • Handling external requests using Scripted REST APIs with custom logic.

Module 16: Inbound/Outbound Email and MID Server

• Configuring Inbound Email Actions to auto-create records.
• Using Outbound Notifications and the role of MID Servers in integrations and discovery.

Mock Interviews: Practice and Preparation

Mock interviews simulate real-world interview scenarios to help solidify your knowledge and improve confidence. Here's how you should prepare:

Interview Format Simulation

1. Technical Round (Scripting & Platform Knowledge)
Example questions:
o Explain the difference between Client Script and Business Rule.
o How do you debug a GlideRecord script?
o Write a script to fetch all incidents assigned to the logged-in user.
2. Scenario-Based Questions
Example:
o A user reports that an incident isn’t visible to them after creation. How would you troubleshoot?
o Describe how you would create a custom approval workflow using Business Rules and Notifications.
3. REST API / Integration Round
o How do you secure a REST API in ServiceNow?
o Write a POST API call that creates an incident with a short description and priority.

4. Access Control & Security Questions

o How would you restrict access to a specific record in a table?
o What is the difference between a Role and an ACL?

Sample Mock Interview Questions by Module

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Module Sample Question

Business Rules What is the difference between Async and After Business Rules?

GlideRecord How do you fetch active incidents created in the last 7 days?

Notifications How do you send an email only when the priority is critical?

REST API What HTTP method would you use to update a record, and why?

ACLs How do you prevent a user from editing the 'priority' field unless they are in the ITIL role?

Tips for Interview Success

• Understand real use cases, not just definitions.
• Practice scripting — especially GlideRecord, GlideForm, and GlideAjax.
• Use the ServiceNow Developer Instance for hands-on testing.
• Review your custom apps or projects and be ready to discuss them.

Resources
MODULE 9: Business Rules
• Business Rules Overview:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/script/business-rules/concept/c_BusinessRules.html

MODULE 10: Server-Side APIs (Glide-System API)

• GlideRecord API:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/app-store/dev_portal/API_reference/GlideRecord/concept/c_GlideRecordAPI.html
• GlideDateTime API:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/app-store/dev_portal/API_reference/GlideDateTime/concept/c_GlideDateTimeAPI.html

MODULE 11: Glide Ajax and Notifications

• GlideAjax API:
https://www.servicenow.com/docs/bundle/vancouver-api-reference/page/app-store/dev_portal/API_reference/GlideAjax/concept/c_GlideAjaxAPI.html
• Notifications Overview:
https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/notification/reference/notifications.html

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 MODULE 12: Access Control Lists (ACLs)
• Access Control Rules:
https://www.servicenow.com/docs/bundle/vancouver-platform-security/page/administer/contextual-security/concept/access-control-rules.html
• Understanding ACLs:
https://www.servicenow.com/community/itsm-articles/access-control-lists-in-servicenow/ta-p/2304210

MODULE 13: REST and SOAP APIs

• REST API Reference:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/integrate/inbound-rest/concept/c_RESTAPI.html
• SOAP Web Service Overview:
https://www.servicenow.com/docs/bundle/xanadu-api-reference/page/integrate/inbound-soap/concept/c_SOAPWebService.html

MODULE 14: Table API Using HTTP Methods

• Table API Documentation:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.html

MODULE 15: Scripted REST API

• Scripted REST APIs Overview:
https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/integrate/custom-web-services/concept/c_CustomWebServices.html

MODULE 16: Inbound and Outbound Email

• Inbound Email Actions:
https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/concept/c_InboundEmailActions.html
• Outbound Mail Configuration:
https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/reference-pages/reference/r_OutboundMailConfiguration.html

MODULE 17: Conclusion & Practice

• ServiceNow Developer Portal:
https://developer.servicenow.com
• Create a Personal Developer Instance:
https://developer.servicenow.com/dev.do#!/guides/vancouver/now-platform/pdi-guide/create-a-personal-developer-instance

Mayur Hajare | SNOW LINKEDIN: MAYUR-HAJARE-6583611B3.

Mayur Hajare | SNOW LINKEDIN: MAYUR-HAJARE-6583611B3.