Introduction To ServiceNow1

Introduction to ServiceNow
Part 1 of 2
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ServiceNow Basics
ServiceNow Basics
Overview
The articles in this category help employees, IT support staff, and ServiceNow administrators use the ServiceNow interface and perform
self-service activities.
User Interface
Self-Service
Navigate and use the standard user interface. Use self-service features like homepages and knowledge articles.
Using Forms
Using Lists
Searching
[more]
Homepages
Knowledge Base
Service Catalog
[more]
Reports
View and create reports.
Creating Reports
Standard Reports
Report Types
[more]
Technical Support
Customer Support
ServiceNow offers world-class customer support to every customer. Quick solution paths can be found using
customer support tools such as user forums [1], blogs [2], product documentation [3], and useful solutions [4]. The
Customer Support team, located in our support centers in San Diego, Amsterdam, and London, is comprised of
trained, experienced professionals with deep product knowledge and real-world experience. The goal of our
customer support effort is to help your team resolve issues as quickly as possible.
Customers working for commercial organizations can read this page to learn about obtaining customer support from
ServiceNow, including online resources and a customer support phone number. Customers working for government
organizations can obtain information specifically for their needs by reading the Customer Support for United States
Government Customers page.
Note: Customer Support does not provide assistance with implementations. Please contact the ServiceNow
Implementation Services [5] team.
Technical Support
Support Best Practices

ServiceNow suggests this customer support pathway for quick solutions:
1.
2.
3.
4.
Clearly identify the issue or question.

Visit the ServiceNow Wiki.
Search the ServiceNow Community [6].
Post a question on the ServiceNow Community forums [7]. You must create an account [8] in the ServiceNow
Community in order to post.
5. Open an incident via the online Customer Support system in HI [9].
6. Contact [10] the Customer Support team.
ServiceNow Wiki
The ServiceNow Wiki is the main repository for ServiceNow product documentation. Recommended starting points
are the Main Page or the Site Map. The search functionality returns answers from both the wiki and the ServiceNow
community. Each article in the wiki offers comment and ratings functions. Participation and feedback are
encouraged. Questions concerning documentation can be registered on the Product Documentation forum in the
ServiceNow Community site or directly on each wiki page, using the Feedback tab.
ServiceNow Community
The ServiceNow User Community [11] offers blogs, articles, forums, and events related to ServiceNow usage,
administration, and customization. Searching the Community returns answers from all parts of the Community site.
User Forums
User forums [7] are an excellent resource for assistance with your ServiceNow instance questions. Forums are also
the place to discuss items related to ServiceNow functionality and processes with other users.
Knowledge Base
The Knowledge Base contains known errors, useful solutions, and troubleshooting tips to address commonly asked
questions. It can be accessed within HI [12] by navigating to Self-Service > Knowledge.
ServiceNow Monitoring
ServiceNow has a robust monitoring and diagnostics framework based on delivering cloud service to the end user.
This framework helps detect, respond, predict, and prevent issues at each layer of the service dependency. For
additional information, see ServiceNow Monitoring - Overview and Insight [13] in the HI knowledge base.
Support Basics
Hours: All support tools and materials are available on our websites 24 hours a day. The Customer Support team
is available 24 hours a day, 7 days a week, including all holidays.
Online Support: Customer Support system at hi.service-now.com [12]. Customers receive user IDs during the
implementation process.
Phone Support: For information, see Contact Us [10].
Technical Support
Submitting an Incident
To report an issue, submit an incident. For help filling out the incident form, click More Information near each field
for details about that field or choice.
For all HI incident reports, you must select an incident type. It is essential for quick resolution of the problem that
you choose the most appropriate selection. Additional fields appear on the incident form based on the type you
specify. The type options are:
Question or request: For general information, select this option.
Something is broken: If the instance behaves in an unexpected way or does not perform the way it should, select
this option. The issue may be caused by a bug, misconfiguration, or user error.
Performance issue: If the entire instance or sections of the instance are operating slowly, select this option.
Outage: If the entire instance or sections of the instance are completely inaccessible, select this option.
Submitting a Non-Outage Incident

1. Navigate to Self-Service > Incidents > Create New Incident.
2. Select an incident Type that is not an outage. For an outage incident, see the procedure following this one.
3. [Required] Select a Category.
If the incident affects multiple categories, select the most relevant one.
If you selected Performance in step 2, the Category field is hidden and the incident is automatically
assigned to the Performance category.
4. In Instance affected, specify the instance on which the issue is occurring.
If multiple instances are affected, select the one that is most critical and list the others in the Details section.
Customers can only select their instances. ServiceNow partners can select their own instances and the
instances of customers they manage.
5. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.
6. [Required] In Short Description, type a short summary of the incident. Up to 180 characters can be entered.
As you enter text in the Short Description field, the text is also automatically added to the Possible Solutions
field. A list of ServiceNow knowledge base articles, wiki pages, and community posts based on the short
description text appears automatically. Please note that community posts must be marked as Answered to be
included in the list. The ten most relevant articles appear at the top of the list. If you edit the text in the
Possible Solutions field, different search results appear automatically. Read the pages to find information and
a possible solution to your issue.
7. Do one of the following:
If a specific article provides a
solution to your issue, click
Fixed my issue next to the
relevant article. A feedback
and rating screen appears.
You can type specific
feedback and click a feedback
button.
Incident Record Producer
If you found an answer to

your question by reading
Technical Support
multiple articles, pages, or posts, click Found an answer. A feedback and rating screen appears. You can
type specific feedback and click a feedback button.
If there is no longer a reason to submit the incident, click Cancel submission. A feedback and rating screen
appears. You can type specific feedback and click a feedback button.
If you still need to file the incident, click Continue submission. Follow the remaining steps in this process.
8. Provide additional information.
The Type and Category specified on the first screen of the incident record producer are added to the top of
the Additional Information screen for reference.
Available fields on the Additional Information screen depend on the Type and Category specified.
Click More Information for details about a specific field.
9. [Optional] To add an attachment, click the paperclip icon and browse to a file. Attachments such as
screenshots, log files, and text files can provide additional, helpful information.
10. If you read any ServiceNow documentation, such as a wiki page, knowledge base article, or community post,
that did not provide an answer, copy and paste the URL into the text box to help us improve our product
documentation.
11. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this
individual incident, select a different time zone. On the incident record, the specified time zone appears in the
Requested time zone for incident field.
12. Click Submit.
A feedback and rating screen
appears with the incident
number listed at the top. You can
type specific feedback and click
a feedback button. If you click a
feedback button, your new
incident is displayed.
Incident Record Producer - Additional Information
Submitting an Outage
Incident
1. Navigate to Self-Service > Incidents > Create New Incident.

2. In Type, select Outage. For an incident that is not an outage, see the procedure preceding this one.
3. [Partner] Select a Company. You can select the partner company you work for or any customers you manage.
4. In Instance affected, specify the instance on which the outage is occurring.
5.
6.
7.
8.
If multiple instances are affected, select the one that is most critical and list the others in the Details section.
Customers can only select their instances. ServiceNow partners can select their own instances and the
instances of customers they manage.
In Are all geographical locations affected?, select Yes if more than a one region is affected by the outage.
In Can you get to the login page?, select Yes if you are able to view and use the login page on the instance.
[Required] In Details, type a description and any information that could help ServiceNow resolve the outage.
In Do you know when this issue occurred?, select an answer. If you select Yes, I know the start and end time,
specify the time the outage started and stopped.
9. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this
individual incident, select a different time zone. On the incident record, the specified time zone appears in the
Requested time zone for incident field.
10. In Is this issue affecting all users or some users?, select an answer.
Technical Support
5
11. [Optional] To add an attachment,
click the paperclip icon and
browse to a file. Attachments such
as screenshots, log files, and text
files can provide additional, helpful
information.
Incident Record Producer - Additional Information for Outages
To stop and not submit an

incident, click Cancel
submission. A feedback and
rating screen appears. You
can type specific feedback.
Click a feedback button to
return to your home page.
If you still need to file the

incident, click Continue submission. A feedback and rating screen appears. You can type specific feedback
and click a feedback button. If you click a feedback button, your new incident is displayed.
Determining Incident Priority

The priority of all requests is determined in accordance with the following guidelines:
Priority Definition
P1
Any defect that causes an instance to be unavailable.
P2
Any defect that causes a mission-critical function to fail.
P3
Any request or defect that is significantly impeding work or progress.
P4
Any request or defect that is important, but not significantly impeding work or progress.
Opening an Incident Tutorial

Click the plus sign (+) to expand the following video tutorial:
Opening an Incident Through Self-Service (08:52)
Opening a Repeat Incident

If an incident has been closed, but the issue occurs again, you can open a repeat incident. Key fields on the original
incident, such as short description, company, caller, and category, are copied to the repeat incident. The repeat
incident contains a reference to the original incident. To see the reference, personalize the Incidents list view by
adding a column for Original Incident.
Opening a repeat incident is helpful when communicating with ServiceNow Customer Support. Cusotmer Support
does not monitor, nor are they alerted to, email that is in reply to a closed incident. Creating a new repeat incident
opens the correct communication channel.
To open a repeat incident:
1. Navigate to Self-Service > Incidents > My Closed Incidents.
2. Open an incident.
Technical Support
3. Click Open Repeat Incident.

4. Edit the new incident, as necessary.
Viewing Customer Support Requests

Customers can view incidents they have created at any time.
1. Navigate to Self-Service > Incidents > My Open Incidents.
2. Click an incident Number for detailed information.
Submitting Service Requests

The following requests can be submitted from hi.service-now.com
Self-Service Application:
[12]
by using the following modules in the
Clone Request
Instance Upgrade Request
New Instance Request
Request Plugin Activation
VPN Request Form

Requests not covered by these categories can be addressed by creating an incident.
Customer Admin Role

ServiceNow strongly recommends customers designate at least one user Customer Administrator for the purpose of
creating and managing users on the Customer Support portal. For more information, see Customer Administration.
References
[1] http:/ / community. service-now. com/ forums
[2] http:/ / community. service-now. com/ blog
[3] http:/ / wiki. service-now. com/ index. php?title=Main_Page
[4] https:/ / hi. service-now. com/ nav_to. do?uri=kb_home. do
[5] http:/ / www. servicenow. com/ services/ implementation-services. html
[6] http:/ / community. servicenow. com/
[7] http:/ / community. servicenow. com/ forums
[8] https:/ / community. servicenow. com/ login. jspa?registerOnly=true
[9] http:/ / hi. service-now. com
[10] http:/ / www. servicenow. com/ support/ contact-support. html
[11] http:/ / community. servicenow. com
[12] https:/ / hi. service-now. com/
[13] https:/ / hi. service-now. com/ kb_view. do?sysparm_article=KB0529232
Requesting Enhancements to Your ServiceNow Instance
Requesting Enhancements to Your ServiceNow

Instance
Overview
The ServiceNow enhancement request process offers customers and partners the ability to submit their ideas for new
functionality. We are intensely interested in the business problems our customers are facing and the ways we can
improve the product to help resolve those problems. Enhancement requests are reviewed, prioritized, and
incorporated into the product based on a number of criteria, including aggregate demand, strategic interests, and total
effort.
Creating Enhancement Requests

Use the Create New Enhancement Request form to make an enhancement request.
1. Navigate to Self-Service > Enhancement Requests > Open an Enhancement Request.
2. Answer the questions on the form, such as the general area of the product to enhance, the specific feature request,
and how the feature would be used.
3. Click Submit.
Viewing and Editing

Enhancement
Requests
You can view and edit specific fields
on enhancement requests that you or
anyone
associated
with
your
organization created. Any incidents
associated with the enhancement
request are listed on the enhancement
request record.
To edit an enhancement request:
Enhancement Request Form
Navigate to Self-Service >

Enhancement Requests > My
Open Enhancement Requests
or My Closed Enhancement
Requests to edit an enhancement
request you created.
Navigate to Self-Service >

Enhancement Requests > All Open Enhancement Requests or All Closed Enhancement Requests to edit
an enhancement request created by anyone in your company or organization.
2. Click an enhancement request number.
3. Edit the fields, as necessary (see table).
4. Click Update.
Requesting Enhancements to Your ServiceNow Instance
Field
Description
Urgency
Importance of the enhancement request: High, Medium, or Low.
Short Description
A brief description of the enhancement request.
Documentation
Documentation about the request, such as business cases or use cases.
Additional
Comments
Public information about the enhancement request. Customers, partners, and ServiceNow employees can view and add
comments.
Upgrades and the Release Cycle

Overview
The ServiceNow release cycle is designed to provide optimal stability and quality, with the flexibility to quickly
address problems and deliver new features. ServiceNow uses the concept of a family for a given feature set. For
example, Calgary Patch 1 Hotfix 2 is in the Calgary family. A family contains:
Feature releases, which contain new functionality and fixes to existing functionality.
Patch releases and hotfixes, which provide problem fixes and are released as needed.
Customers are notified prior to the start of an upgrade rollout period. Release notes are available for all releases.
Customer customizations are typically preserved throughout all upgrades.
For information about the upgrading process, see Upgrades Best Practices.
Release Terminology
Release Type
This table defines the types of releases that may be available in a family.
Type
Feature
release
Scope
Upgrade Policy
Introduces new features.*

Includes all available fixes to existing functionality.
Is production-oriented; quality and stability are of the highest priority
throughout the life cycle.
Applied automatically during the rollout

period.
Patch release
Supports existing functionality with a collection of problem fixes.

Includes all previously issued hotfixes for a given release.
Does not include new features.
Applied as needed on a per customer basis.

Provided for the current and previous two
feature releases.
Hotfix
Supports existing functionality with a specific problem fix for a feature

release.
May or may not include any previous fixes for a given release.
Does not include new features.
Applied as needed on a per customer basis.

Provided for the current and previous two
feature releases.
*A feature provides a complete solution that customers can implement to add value to their organization. New
features are only available as part of a feature release. Features are supported with patches and hotfixes.
Release Phases
After release, each product family moves through three phases for customers and partners.
Phase 1: Early access by invitation only
Phase 2: Opt-in or auto-upgrade scheduled based on available dates
Phase 3: Opt-in, on-demand, or auto-upgrade
The following table provides a brief summary:
Phase
How do I obtain the release?
Is the release visible when

requesting an upgrade on HI?
Is there a maximum number of

customers that can upgrade per
week?
Phase
1
Receive an invitation and entitlement from

ServiceNow
Yes, for customers with an invitation and

entitlement
Yes
Phase
2
Request the upgrade or be auto-upgraded
Yes, for customers with an entitlement
Yes
Phase
3
Request and receive the upgrade at any time or be

auto-upgraded
Yes, for all customers
No
* The maximum number of customers that can upgrade per week is at the discretion of ServiceNow. The number
varies during the life cycle of a particular release version.
For more information about entitlements, see Requesting a Version Entitlement.
Release Cycle
The following diagram illustrates a hypothetical release cycle based on the types of releases that ServiceNow offers.
The example progresses as follows:
1.
2.
3.
4.
5.
6.
New features are released in Feature Release 1.

Hotfix 1 contains fixes for problems in Feature Release 1.
Hotfix 2 contains fixes for different problems in Feature Release 1.
Patch Release 1 contains the fixes in Hotfix 1 and Hotfix 2, plus additional fixes for Feature Release 1.
Hotfix 3 contains fixes for different problems in Feature Release 1.
Feature Release 2 contains the fixes in Hotfix 1, Hotfix 2, Hotfix 3, Patch Release 1, and additional fixes. It also
contains new features.
Release Notes for Feature Releases

For information about features in a release, read the release notes.
Calgary
Dublin
Eureka
A hypothetical release cycle
Scheduled Upgrades FAQs

Why does ServiceNow schedule instance upgrades?
To ensure that customers benefit from the enhancements and fixes included in the most recent version of the
software.
Can I reschedule or cancel a ServiceNow scheduled upgrade?

Yes, you can reschedule or cancel a ServiceNow scheduled instance upgrade. 14 days prior to the upgrade,
ServiceNow creates a change request record on your behalf that contains the scheduling details of your upgrade. If
you need to re-schedule, update the start date and time of the upgrade listed on the change request record to a
different date and time. Alternatively, if you need to cancel the upgrade, you can use the Cancel Upgrade UI action
on the change request record.
How should I prepare for a scheduled upgrade?

For best results:
Review the release notes for the release and any other available release materials, such as webinars, from
ServiceNow.com.
Notify users and internal stakeholders of the scheduled upgrade date and time.
Follow the upgrade best practices.
Testing activities should be performed on sub-production systems only.
Will the upgrade break my customizations?

Like any upgrade, be sure to test your customizations fully by following the upgrade best practices before the
scheduled upgrade date. After the upgrade, be sure to validate all customizations and integrations.
What features will be turned on by default?

Review the version release notes to learn about new features that will be activated with the upgrade. Some new
features are not turned on by default; you must activate a plugin to use the feature.
You can see what new features are activated by default in one of these ways:
Before upgrading, export the plugins list. After upgrading, compare the exported plugin list to the information in
the System Definition > Plugins module.
After upgrading, check the upgrade history for a list of configuration records that were updated, inserted, or
deleted during the upgrade.
Is the scheduled upgrade time the starting or ending time? How long does an
upgrade take?
The scheduled upgrade time is when the instance record in HI is changed to reflect the new assigned version. Read
about this process in the Upgrades Best Practices.
The upgrade job starts after the HI instance record is updated to the new assigned version. The job typically runs
every hour on the hour, but is user configurable, so it may run at a different time for you. If you are using the default
configuration, the upgrade could be delayed up to 59 minutes past the specified time.
The amount of time required to complete the upgrade is affected by many factors including, but not limited to, how
busy your instance is at the time of upgrade, how much data is stored in the database, what version you are
10

upgrading from, what version you are upgrading to.
Will my system be operational while the upgrade is running?

Yes, if your instance has more than one node. However, there could be a slight performance impact. Scheduled
upgrades run during slower times to minimize the performance impact.
Application nodes are restarted following an upgrade, so users may see an Instance Unavailable message for a short
time.
Who do I contact for questions about new features?

Contact your ServiceNow Account Manager or read about the feature on the ServiceNow wiki.
Upgrade History
Overview
The upgrade history module tracks every upgrade made to an instance. Every record that is examined during an
upgrade is tracked, and the action taken on each record (such as whether the record is updated) is tracked as the
disposition. Administrators can use the upgrade history module to locate and resolve upgrade conflicts and to revert
customizations to out-of-box versions.
Upgrade History
An upgrade history record is created for each upgrade that is run. To view an upgrade history record, navigate to
System Diagnostics > Upgrade History.
This record provides the following fields:
Field
Input Value
From
Name of the previous .war file.
To
Name of the applied .war file.
Upgrade
started
Time stamp for the start of the upgrade.
Upgrade
finished
Time stamp for the end of the upgrade.
Inserted
Count of the records inserted.
Updated
Count of the records updated.
Deleted
Count of the records deleted.
Skipped
Count of the upgrade records skipped because of customer customizations.
Total
Total count of all the records affected by the upgrade.
Upgrade
Details
Related list that tracks every record affected by the upgrade. Open one of these records to compare the out-of-box and customized
versions. The upgrade process automatically skips changes to customized objects.
11
Upgrade History
12
Upgrade Details
A record is created for every file in an upgrade. Open one of these records to see what has changed and decide
whether to revert your customizations. The upgrade details form displays a side-by-side comparison of the
customization and the corresponding out-of-box version. Modifications, additions, and deletions are marked by a
color code.
The detail record provides the following fields:
Field
Input Value
Disposition
Action performed on this file durring an upgrade.
Type
Current file type (such as Business Rule or UI Policy).
Target name
Name of the record corresponding to the current file.
File name
Current upgrade file name.
File differences Comparison of the file in the upgrade with the customized version.
Changed
Indicates whether the file has changed since the last upgrade. To see this field, personalize the form.
Upgrade History
13
Disposition
The Disposition field tracks the action taken on each record, such as whether the record is updated. The upgrade
process automatically skips (disposition of Skipped) customized objects. To apply a skipped update, see Reverting
Customizations.
The following dispositions are possible:
Field
Input Value
Inserted
A record was inserted.
Updated
A record was updated.
Deleted
A record was deleted.
Skipped
An upgrade component was not applied because the customer had customized the component.
Reverted
A customized component was overwritten by a baseline component.
Unchanged A baseline component has not changed since the last release (available starting with the Eureka release)
File Names
Administrators can use the file name to identify what components have been updated or skipped. Update records
follow one of the following naming format conventions.
Formatting convention
Types that typically use

format
Examples
[table name]_[record Sys ID]
Business Rules
Modules
sys_script_4a5bf0360a0007040137c500cd65ad24
sys_app_module_9c718a510a0a0b3b76456b6ac5658724
[table name]_[associated table

name]_[record name]
Dictionary
Field Labels
sys_dictionary_sys_sync_history_version_log
sys_documentation_sc_cat_item_producer_service_submission_message_en
Reverting Customizations
When an object is customized, a corresponding record is added in the Customer Updates [sys_update_xml] table.
This table maintains the current version information for all objects that have been customized.
To prevent customizations from being overwritten by system upgrades, the upgrade process automatically skips
changes to objects that have a current version in the Customer Updates table. Starting with the Calgary release, the
upgrade process does not skip these objects if only excluded fields have changed.
You may want to overwrite your customizations when a software upgrade contains a feature that you would like to
implement. To revert a customized object to a system default version after an upgrade:
1.
2.
3.
4.
Navigate to System Diagnostics > Upgrade History.

Select the desired software version.
Filter the Upgrade Details related list by Disposition is Skipped.
[Optional] Add another filter condition for Changed is True (Aspen release). This filter condition returns only
the objects that have changed since the last upgrade.
5. Select the update record to implement.
A side-by-side comparison of the customization and the default version is displayed in the File differences
field. Deletions are highlighted in red, additions in green, and modifications in yellow.
6. Click Revert to Out-of-box to overwrite your customized object with the system default version.
The Disposition changes from Skipped to Reverted.
Upgrade History
After you revert a customization, Reapply Changes becomes available. Click this button to reapply your
customizations (undo the revert).
Note: Reverting a customization is not tracked in update sets. You must perform this procedure on each instance for which you want
to revert your customizations.
Enhancements
Eureka
Provides the unchanged disposition for baseline components that have not changed since the last release.
Calgary
The upgrade process does not skip objects that have a current version in the Customer Updates table when only
excluded fields have changed.
Troubleshooting Guide
The following pages are pages which give troubleshooting help. Another source for Troubleshooting and Frequently
Asked Questions is the HI's Knowledge Base, under the categories Technical Support Useful Solutions or FAQ. If
neither the Troubleshooting Guide nor the Knowledge Base provide adequate solutions to a problem, consult
customer support.
Performance
Homepage Performance
Email Notifications
System Update Sets
Access Controls
Reference Qualifiers
Task Activity
Process Guides
Adding Content Items to Service Catalog
14
15
Introduction to Navigation and UI

Navigating Applications
Overview
An application is a group of modules, or pages, that provide related information and functionality in a ServiceNow
instance. For example, the Incident application contains modules for creating and viewing incidents; the
Configuration Management application contains modules for configuring servers, databases, and networks.
The application navigator, or left-navigation bar, provides links to all applications and the modules they contain,
enabling users to quickly find information and services. To hide the application navigator:
UI14: click the Toggle Navigator button (
) in the Edge.
UI11 and Classic: click the Toggle Navigator button ( ) in the banner frame.
Administrators can customize the application navigator to provide different modules by user role, modify or define
applications and modules, and change its appearance.
Using the Application Navigator

The application navigator comprises a list of application labels and the application navigator header. Each
application appears as a section in the application navigator denoted by an application label. Modules are listed by
name under each application label.
To expand or collapse an application section, click the application label. To open a module in the content frame,
click the module name.
If you cannot find an item in the application navigator, consider the following reasons:
You may not have access rights. The applications and modules available to a user may depend on the user's role.
For example, the Finance department may not have access to change management modules.
You may have applied a filter or switched roles (perspectives in UI11 or classic).
The application may be deactivated in your company's ServiceNow implementation. Contact the system
administrator to activate it, if necessary.
The application that contains the module you are looking for may be collapsed.
UI14 Application Navigator
16
UI11 Application Navigator
Module Icons
In addition to names, modules in the application navigator also have icons.
UI14: each module has a star icon to the left of the module name. Use these stars to identify and view frequently
used modules. For more information, see Using Favorites.
UI11 and Classic: each module is represented by an icon that can be customized.
Application Navigator Header

The application navigator header provides the following tools, depending on the version of the interface currently in
use. All tools available in UI11 are available in UI14, but the button and icon placement may be different.
UI14
Navigation Filter (
): filters the applications and modules that appear in the navigator
based on the filter text. To learn more, see Using the Navigation Filter.
Favorites Filter (
): filters the modules displayed in the application navigator, showing either all modules or
the modules marked as favorites.
Menu (
): lists the following menu options.
Roles: similar to the Switch Perspectives option in UI11. Selecting a role filters the available applications by
that role (for example, select ITIL to show only ITIL items such as Incidents, and filter out Asset Management
items such as Asset Portfolio). You must have access rights to the items to see a perspective in the list.
Administrators can customize perspectives. To see all available applications, click All.
Automatically Add Favorites: when enabled, any module that the user selects is automatically marked as a
favorite.
Refresh Navigator: refreshes the list of applications and modules. Administrators who are customizing the
navigator can test their work without refreshing the whole browser session.
Collapse All Applications: collapses all applications so that only application labels appear.
17
Expand All Applications: expands all applications so that all available modules appear.
Note: To increase or decrease font size on pages and menus, click the gear icon on the banner.
UI11 and Classic

Navigation Filter (
): filters the applications and modules that appear in the
navigator based on the filter text. To learn more, see Using the Navigation Filter.
Increase (
) and Decrease Font Size (
): changes the font size on all pages and menus.
Refresh Navigator (
): refreshes the list of applications and modules. Administrators who are customizing the
navigator can test their work without refreshing the whole browser session.
Collapse All ( ) and Expand All Applications ( ): collapses all applications so that only application labels
appear, or expands all applications so that all available modules appear.
Switch Perspective ( ): filters the available items by role (for example, select ITIL to show only ITIL items
such as Incidents, and filter out Asset Management items such as Asset Portfolio). You must have access rights to
the items to see a perspective in the list. Administrators can customize perspectives. To see all available
applications, click the arrow and select All.
Using Favorites
In UI14, the application navigator has a star icon beside each module name that can be selected (
) or deselected (
). Use these icons to select frequently used modules and then display only the favorites in the application
navigator.
Click the star icons to select and deselect modules as favorites.
Click the favorites filter icon (
) beside the navigation filter to turn on and off favorite modules. Selecting this
icon shows the favorite modules; deselecting shows all modules.
By default, a module is automatically selected as a favorite when you open the module. To disable this setting, click
the menu icon (
) in the application navigator header and select Automatically Add Favorites from the list to
remove the check mark.
Using the Navigation Filter

The navigation filter helps users quickly access information and services by filtering the items in the application
navigator or opening forms and lists directly.
If a module name contains the text, the application label expands to show that module.
If an application name contains the text, the application label expands to show all modules in that application.
To use the navigation filter:
1. Click Type Filter Text in the application navigator header, or press Access Key [1] + F. A text entry field
appears.
2. Begin typing the filter text (for example, inc for Incidents). The list of items available in the application navigator
is filtered as you type.
To open a module, click the module name, or press the Down Arrow to highlight and then Enter.
If you know the table name and wish to open a list or form directly, enter the table name followed by .list or
.form (.LIST or .FORM for a new tab or window). For example:
incident.LIST opens the incident list in a new tab or window.
18
incident.form opens a new incident form in the content frame.
Tutorials
The following video demonstrates the UI11 application navigator. For more e-Learning videos, see Tutorials.
Using the UI11 Navigation Filter (01:21)
References
[1] http:/ / en. wikipedia. org/ wiki/ Access_key
Navigating by URL
Overview
Users can navigate to a record or module directly by using a URL. This article explains the URL schema by which
the system generates pages.
URL Schema
The basic schema for a system URL is:
https://<base URL>/nav_to.do?uri=<page name>.do?sys_id=<sys_id>%26<page parameters>
Elements
The URL schema consists of the following elements:
base URL: unique, secure Web address for each instance. The default format is:
https://<instancename>.service-now.com.
Customers who want to display a custom base URL in email notifications can set the
glide.email.override.url property.
nav_to.do?uri= (optional): loads the page in the standard interface, with the banner frame on top and the
application navigator on the left.
<page name>.do?: where the page name is the form, list, UI page, or other page to open. To view a list, use
<table name>_list.do.
sys_id=<sys_id> (optional): where <sys_id> is the sys_id of the record to open in form view. To create a new
record, specify a sys_id of -1.
<page parameters> (optional): may specify a query, view, redirection page, and more. Sample parameters are:
sysparm_view=ess: specifies a view (ess).
sysparm_query=number=INC00040: specifies a query (number is INC00040).
sysparm_query=priority=2âctive=true: specifies a complex query with two terms (priority is 2 and active
is true).
sysparm_query=priority=2âctive=trueÊQ^GROUPBYcategory: groups query results (by category).
sysparm_order=number" specifies the field by which to sort (number).
sysparm_order_direction=desc: specifies a sort order (descending).
sysparm_force_row_count=5: limits the maximum number of results (5 records).
Navigating by URL
19
sysparm_result_view=viewname: specifies the view for search results.

%26CSV: specifies a file format, can be CSV, XML, PDF, or UNL (Unload).
%26: ASCII-encoded ampersand (&); separates page parameters.
^ (carat): builds multiple term queries or specifies multiple field values.
Forms Versus Lists (sysparm_query)

The sysparm_query page parameter behaves differently for a list versus a form.
List: returns records that match the query conditions.
Form (with sys_id=-1 specified): applies the values to the new record.
Long URLs
The default URLs by which the system renders pages may exceed the character limit of Microsoft Internet Explorer,
resulting in an error message. To prevent this error, enable tiny URL support, which generates shortened internal
URLs that fall within the character limit.
The Tiny URL Support plugin is activated automatically but is not enabled. Activate this plugin if Microsoft Internet
Explorer displays failure to open page errors during routine operations in the ServiceNow platform.
Tiny URL Support Properties

The following system properties (System Properties > System) control tiny URL generation.
Note: The system does not convert all URLs to tiny URLs. Only some URLs the system generates as redirects are converted. For
example, a URL the browser generates when a user opens a record is not converted to a tiny URL.
Property
Description
glide.use_tiny_urls
false
Default value: false
glide.tiny_url_min_length Minimum length of a redirect URL that is turned into a tiny URL
Type: integer
Default value: 1024
Examples
Open a Form with Preset Values
This example opens a new Incident form in the standard interface with a priority of 1 and an incident state of
Awaiting Problem.
Schema:
https://<baseURL>/nav_to.do?uri=<table name>.do?sys_id=-1%26sysparm_query=<field=value>
Example:
https://<instance
name>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1încident_state=3
Navigating by URL
20
You can also use JavaScript to access GlideSystem methods. The following creates the same type of incident as
above, and also populates the caller ID with the current user ID:
https://<instance
name>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1încident_state=3^caller
View a List of Incidents

These examples open a list of all incidents with (example 1) and without (example 2) the navigation frame.
Schema:
https://<baseURL>/nav_to.do?uri=<table name>_list.do
Example 1:
https://<instance name>.service-now.com/nav_to.do?uri=incident_list.do
Schema:
https://<baseURL>/<table name>_list.do
Example 2:
https://<instance name>.service-now.com/incident_list.do
View a List of Attachments

This example opens the Attachments table in list view.
Schema:
https://<baseURL>/nav_to.do?uri=<table name>_list.do
Example:
https://<instance name>.service-now.com/sys_attachment_list.do
View a Filtered List

This example returns a list of active incidents with high escalation in the standard interface.
Schema:
https://<baseURL>/nav_to.do?uri=<table name>_list.do?sysparm_query=<field=value>
Example:
https://<instance
name>.service-now.com/nav_to.do?uri=incident_list.do?sysparm_query=active=trueêscalation=2
Return a File
This example returns a comma-separated value file of records in the Incident table that meet the query conditions.
Schema:
https://<baseURL>/nav_to.do?uri=<table
name>_list.do?sysparm_<sysparmTypeOrField=value>%26CSV
Example:
https://<instance
name>.service-now.com/nav_to.do?uri=incident_list.do?sysparm_query=active=false%26CSV
21
User Interface
Using Lists
Overview
Lists display information from a data table. Users can search, sort, filter, and edit data in lists. Lists also may be
embedded in forms and may be hierarchical (have sublists).
The list interface contains four main elements:
Title Bar
Breadcrumbs
Column headings
Fields
A response time indicator (

to display the list.
) may appear at the bottom right of some lists to indicate the processing time required
Title Bar
The title bar displays the title of the list
(table) and provides several controls.
UI14 List View
UI11 List View
The title bar includes the following

controls:
UI14 Title Bar
List controls: appears when you

click the menu icon (
) to the left
Using Lists
22
of the list title (UI14) or when you
click the arrow icon ( ) beside
the list title (UI11). This menu
provides the following list controls:
UI11 Title Bar
View: changes the columns and order of the list to a predefined layout. Administrators can customize views.
Filters: applies a saved filter or allows you to edit a personal filter.
Group By: aggregates records by a field.
Show: changes the maximum number of records per page.
Refresh List: refreshes the list to show changes immediately.
New: opens a blank form that allows users to create a new record in the list.
Clicking the New button in a filtered list automatically applies the same filter to the new record. For example,
clicking New in the Closed Incidents list opens a new record preset with Active deselected. In a list filtered for
active, priority 1 incidents, clicking New opens a new record preset with Active selected and Priority set to 1
- Critical. You can change the preset values on the form as needed. If there is a field you do not want to have
populated in this way, you can add the following dictionary attribute to the field:
ignore_filter_on_new=true.
Go to or Search: finds information in the current list. For more information, see Finding Information in Lists.
List Activity Stream (
): (UI14) shows recent record activity for all records currently displayed on a list. For
more information, see Displaying Activity Streams.
Breadcrumbs
Breadcrumbs offer a quick form of
filter navigation. A filter is a set of
conditions applied to a table in order to
find and work with a subset of the data
in that table. The current filter is
indicated by a hierarchical list of
conditionsbreadcrumbsat the top
of the table. For more information, see Using Filters and Breadcrumbs.
Breadcrumbs
Using Lists
23
Column Headings
Column headings appear at the top of a list header. These headings display column names and provide some list
controls. Column headings are stationary at the top of the list and do not scroll with list content, starting with the
Eureka release.
The column headings provide the
following controls:
Sorting: Click the column name to
sort the list in ascending order.
Click again to sort in reverse order.
An arrow to the right of the column
name indicates the column currently
being sorted as well as the sort
direction.
Column Headings
List context menu: Access this

menu, also called a right-click menu, by clicking the menu icon (
) at the top of a list column (UI14) or by
right-clicking the column heading (UI11). The list context menu offers these controls:
Sort (a to z) and (z to a): sort in ascending and descending order.
Show Visual Task Board: create a visual task board based on the current list (starting with the Eureka
release).
Group By: aggregate records by a field. For more information, see Finding Information in Lists.
Bar Chart and Pie Chart: create quick bar and pie chart reports based on the filter criteria of the list. Users
can then modify these reports or create gauges (depending on access rights). For more information, see
Creating Reports.
Personalize (requires access rights): provides administrative functions related to the information displayed and
how it is controlled.
Import (administrators only): import data from an XML file.
Export: exports data to Excel, CSV, XML (administrators only), or PDF. For more information, see Exporting
Data.
Update Selected and Update All (administrators only): change applicable field values. For more information,
see Editing Lists.
Personalize List (
Personal Lists.
Search (
): customizes the list layout for the current user. For more information, see Creating
): (UI14) enables the column search.

Note: Some of the options displayed on the list context menu depend on the user role and the installed applications.
Using Lists
24
Fields
Fields display data and provide the following functionality.
Links: open the associated record
in form view. Click the reference
icon or first column field to open
the current record. You can also
click a link to a related record in
other columns to go to that related
record.
Editing: changes the information in
one or more records. For more
information, see Editing Lists.
Reference Icon ( ): provides
detailed information about the
UI11 Fields
record. Point to the reference icon
to open a pop-up window, or click it to open the record in form view. For more information, see Reference Icon.
Context menu: also called a right-click menu, offers the following options:
Show Matching and Filter Out: provide quick filter options.
Copy URL to Clipboard: copies to the clipboard the URL for the form view of the record. Follow browser
instructions if browser security measures restrict this function.
Copy sys_id (administrators only): copies to the clipboard the sys_id of the record. Follow browser
instructions if browser security measures restrict this function.
Assign Tag (UI14) or Assign Label (UI11 and classic): allows the user to assign a new or existing tag or label
to a record, which provides quick access to frequently referenced or urgent information. When a tag is assigned
to a record in UI14, the record is displayed on the Tagged Documents page. When a label is assigned to a
record in UI11 or classic, a link to the record is displayed in the application navigator under the assigned label.
For more information, see Tagging Documents (UI14) or Creating and Using Labels (UI11 and classic).
Assign to me, Approve, and Reject: provide quick edit options.
Add to Visual Task Board: allows users to add the selected record to visual task boards they own (starting
with the Eureka release).
Note: Some of the options displayed on the field context menu depend on the user role and the installed applications.
Field Status Indicators

Field status indicators are used to highlight certain fields on lists and to provide status information.
In UI14, field status indicators on lists can be displayed as a colored circle on the left side of the field or using a
field background color.
In UI11 and the classic UI, field status indicators on lists are displayed using a field background color.
All UI versions display field status indicators for mandatory fields only, starting with the Eureka Release. Previous
versions also display field status indicators for modified and read-only fields.
To select the style of the field status indicator in UI14:
1. Click the personalize list icon (
) in the upper left corner of a list.
Using Lists
25
2. Select the Modern cell coloring check box to use the UI14 style field status indicator. Clear this check box to use
the UI11 and classic style.
3. Click OK.
For more information, see Creating Personal Lists.
Action Check Boxes

Action check boxes enable users to
perform actions on selected items in a
list.
To use action check boxes:
1. Select the check boxes beside the
records you want to affect. To select
all records on the page, go to the
bottom of the list and select the
check box beside the Actions
choice list.
2. Apply the desired action.
UI14: in the column list context
menu, Update Selected records
using an editing form. For more
information, see Editing Lists.
Action check boxes and Actions choice list
UI11 and Classic: in the column heading right-click menu, Update Selected records using an editing form.
For more information, see Editing Lists.
In the Actions choice list, Delete (administrators only), Show on Live Feed, Assign Tag, or Remove Label
(if applicable). For more information, see Creating and Using Labels.
Hierarchical Lists
Lists can have sublists in a hierarchy that can also be accessed in list view. Hierarchical lists allow users to view
records from related lists directly from a list of records without navigating to a form.
To expand or collapse the related lists on a record in a hierarchical list, click the arrow ( ) beside the reference icon.
See Hierarchical Lists for more
information on how to enable and use
this feature.
Embedded Lists
An example hierarchical list
Some lists may be embedded in forms.

Changes to embedded lists are saved
when the form is saved. For more
information, see Editing in Forms.

Use these controls to work with an embedded list:
To expand or collapse an embedded list, click the expand (
To add a new row, double-click Insert a new row...
) or collapse icon (
) in the list header.
Using Lists
26
To edit a row, double-click in an empty area of the field. See Using the List Editor.
To delete a row, click the delete icon ( ) beside the row.
New rows are removed immediately.
Existing rows are designated for deletion when the record is saved. To clear this designation, click the delete
icon again.
Navigating to a List
To open a list using the application
navigator, click the list name or type
the table name followed by .list in the
application navigator filter. For more
information,
see
Navigating
Applications.
An embedded list
To open a list using a URL, append the

table name and _list.do to the instance
Web address. For example, the
following URLs open the incident and
change request lists, respectively, in the demo instance:

http://<instance name>.service-now.com/incident_list.do
http://<instance name>.service-now.com/change_request_list.do
To open a list in the content frame using a URL, add nav_to.do?uri= to the list Web address, as in the following
examples:
http://<instance name>.service-now.com/nav_to.do?uri=incident_list.do
http://<instance name>.service-now.com/nav_to.do?uri=change_request_list.do
Filters, views, and other parameters can also be applied using a URL. For more information, see Navigating by URL.
Note: Consider creating bookmarks for commonly viewed lists.
Using Lists
27
Displaying Activity Streams

You can stream live activity
information for all records on the
current list. This feature is available
starting with the Eureka release when
UI14 is enabled.
To view this information, click the list
activity stream icon (
) in the list
title bar. This icon appears in the title
bar for all task tables.
Activity Stream Window
The live stream information appears in

a flyout window, and is the same
information that appears in the activity
formatter for a record. The information
in the flyout window updates
automatically with audit and journal
entries. Click the x at the top to close
the activity stream.

Note: Activity streaming is available for Internet Explorer 9 and higher.
Editing Lists
28
Editing Lists
Overview
Users can edit data in lists using a variety of methods:
Quick edit functions: change applicable field values using the right-click menu.
List editor: edit field values in a list without opening a form.
Multiple records: edit more than one record at the same time using the list editor or an editing form.
Quick Edit Functions

To edit a record in a list using quick edit functions, right-click a field and select the appropriate function:
Assign to me: for records that use assignments, adds the logged in user's name into the Assigned to field.
Approve: for records that use approvals, changes the record's approval state to Approved.
Reject: for records that use approvals, changes the record's approval state to Rejected.
Using the List Editor

The list editor allows users to edit field values directly from a list without navigating to a form. Administrators can
configure the list editor. By default, list editing is disabled for some tables. Fields of certain types cannot be edited
from lists.
To use the list editor:
1. Double-click (or click, if you have personalized the list editor) in an empty area of the field. The appropriate
editor for the field type opens. You can also use keyboard navigation to access the list editor.
Before the list editor opens, access rights to edit the field are verified. A loading indicator appears if this
process takes longer than expected.
If the field has a dependency relationship (for example, Category and Subcategory), then a composite editor
opens to allow editing of all dependent fields. You must have rights to edit all dependent fields to use the list
editor.
2. Enter the appropriate values and click Save (
), or click Cancel (
) to retain the original value.
Editing Lists
29
Using Keyboard Navigation

for List Editing
Users can use spreadsheet-like keyboard
navigation to edit data in list view.
To use keyboard navigation for list editing:
1. Navigate to the list you want to edit.
2. Press Tab until the first field in the list is
selected (highlighted).
3. Use any the following key combinations
to navigate through the list until the field
you want to edit is selected.
Move right: Tab or the Right Arrow
key.
List editor
Move left: Shift + Tab or the Left

Arrow key.
Move down: the Down Arrow key.

Move up: the Up Arrow key.
To select multiple fields in the same column, hold Shift and press the Down Arrow or the Up Arrow key.
4. Press Enter. The list editor opens.
5. Enter a new value. To add a new line in a multi-line text field, press Shift + Enter.
6. Save or cancel your changes in one of the following ways:
Press Enter. The new value is saved and the field below the edited field becomes selected.
Press Tab. If the list is configured to save immediately, the new value is saved. If the list is configured to save
data by rows, an indicator appears beside the value and the list editor opens for the next field. The row is saved
only when you navigate away from the row or click the Save ( ) button beside the row.
Press Ctrl + Enter. If the list is configured to save immediately, the new value is saved. If the list is
configured to save data by rows, an indicator appears beside the value and the current field remains selected.
Press Esc. The list editor closes without saving changes and the field remains selected.
Note: Depending on the browser you are using, you may use different key combinations to edit certain field values. For example, to
edit a choice list using Chrome, press the Spacebar.
Creating New Records

Users can create new records in list view. Administrators can configure the list editor to enable this feature for lists.
To create a new record in list view:
1. Navigate to the empty row at the bottom of the list.
2. Open the list editor for a field in the row and enter a value.
3. Save or cancel your changes.
Editing Lists
30
Personalizing the List Editor

To personalize the behavior of the list
editor:
1. Open the list.
Insert a new row (record)
2. Click Personalize List (

left corner.
) in the upper
To allow the list editor to open for the list, select the Enable list edit check box. Clear the check box to
prevent the list editor from opening for the list.
To open the list editor with a double-click, select the Double click to edit check box. Clear the check box to
open the list editor using a single click.
Editing Multiple Records

All users can edit multiple records at the same time using the list editor. Administrators and users with the
list_updater role can edit multiple records at the same time using an editing form. If you want to update a single field
on multiple records to have the same value, the list editor is the quickest method. If you want to edit multiple fields
or fields that do not appear in the list view, use an editing form.
To edit multiple records in a list using the list editor:
1. Select the records you want to edit:
To select multiple consecutive fields, hold Shift and drag in the desired fields, or select a cell and then press
Shift + Up Arrow or Shift + Down Arrow.
To select multiple non-consecutive fields, press Shift and click in one of the desired fields, then hold Shift +
Ctrl (Shift + Command on Mac), and click in the desired fields.
2. Open the list editor by double-clicking (or clicking, depending on setup) in an empty area of the field.
The number of selected rows that will be edited is indicated. If any rows cannot be edited (due to security
constraints), that is indicated.
3. Enter the appropriate values and click Save.
To edit multiple records in a list using
an editing form (administrators and
users with the list_updater role):
1. Select the records to edit in one of
the following ways:
Selected fields are highlighted in blue.
Select the check boxes in the

record rows.
Select a field in the record rows.
Filter the list to show only the
rows you want to edit.
2. Right-click the column header and select Update Selected or, if you filtered the data, select Update All. An
editing form opens.
3. Enter appropriate values in any of the fields and click Update to save your changes in all selected records.
Creating Personal Lists
31

Overview
Personal lists modify a specific list view according to individual preferences. Users can create personal lists.
Administrators can manage the personal lists function.
Personal list layout options include:
Column selection and order

Row spacing
Text wrapping
List editing
List highlighting
Personalizing a List
To personalize a list:
1. Open the list.
2. Click the personalize list icon (
in the upper left corner.
3. Use the slushbucket to select the

columns and the desired order.
UI14 Personalize List
The first non-reference field

automatically links to the form
view of the record. For this
reason, consider using the record
number as the first column in
your personal list layout.
4. Select display options.
To display long text on more
than one line, select the Wrap
column text check box. Clear
the check box to display text on
one line.
To condense the vertical space
between rows , select the
Compact rows check box. Clear
the check box to use standard
row spacing.
To highlight list rows as the

cursor passes over them, select
the Enable list highlighting
check box. Clear the checkbox to restore the static, alternate row highlighting.
UI11 Personalize List
To use updated field status indicators available in UI14, select the Modern cell coloring check box. Clear the
check box to use field status indicators available in UI11 and the classic interface.
5. Select list editing options (requires setup).
32
To allow the list editor to open for the list, select the Enable list edit check box. Clear the check box to
prevent the list editor from opening for the list.
To open the list editor with a double-click, select the Double click to edit check box. Clear the check box to
open the list editor using a single click.
Note:
To reset a list to the default layout, click the personalize list icon (
) and select the Reset to column defaults check box.
If a list is personalized, an indicator (
) appears in the upper left corner.
View Management
Overview
A view defines the elements that appear when a user opens a form or a list. Administrators and users with the
personalize role can define views for any list and form, which view should be visible by default, and which views
pertain to specific user roles.
For example, this is the Incident form in the Self-Service View:
This is the Incident form in the Metrics View:
Here is a quick video showing list and form view management in action.
View Management
33
Note: Views can be used to define base views. UI Policies can modify those views based on context. For more information, see
Creating a UI Policy.
Switching Views
To switch between list views, click the table name at the top left corner of the list, and then select Views > [Desired
View]:
To switch between form views, click the table name at the left side
of the form header, and then select Views > [Desired View]:
Switching views on a list
Switching views submits the form, which saves all changes and
triggers any onSubmit client scripts that apply. You cannot switch
form views on a new form that has not been saved yet.
Administering Views
Several views are included with the base system, including the
Default view and Advanced view. All view records are saved in
Switching views on a form
the UI View [sys_ui_view] table. Every list and form either has a
view associated with it or uses the Default view if no other view is
assigned. Administrators can created additional views or modify the base system views.
Warning: Do not delete any of the base system views.
Creating Views
1. Navigate to the list or form that you want to create the view for.
2. Right click the header and select Personalize > List Layout or Personalize > Form Layout.
3. Under the List View section, select the view on which you want to base your new view.
The fields visible for that view appear in the Selected list.
4. From the choice list, select New.
The Create New View form appears.
5. Enter the descriptive name of the view.
6. Click OK.
The same fields in the Available column are the same as the first view you based the new view on.
7. Select the fields to appear in this view by adding or removing the fields from the Selected column. You can also
adjust the order they appear on the form by moving the fields up or down.
View Management
34
If you are creating a view for a form, you can also select a form section and personalize the fields for that
section.
You can also create views in the same manner when you personalize a related list.
Deleting Views
You can delete any view that you created. Do not delete the base system views.
1. Navigate to System UI > Views.
2. Click the view to delete.
3. Click Delete on the form header.
Creating a View Rule

When a user switches views, the selected view is saved as a user preference so the user sees the same view by default
when the form opens. Administrators can override this functionality to force a specified view to be used.
1. Navigate to System UI > View Rules.
2. Click New.
3. Fill in the fields on the View Rule form (see table).
4. Click Submit.
Field
Input Value
Name
Specify an identifying name for the rule.
Match Conditions Select whether Any or All of the conditions need to be met.
Active
Select this option to apply the view rule according to the conditions you specified. If unchecked, the view rule is not be applied.
Table
Select the table on which this view rule will be applied.
View
Select the view that is automatically applied if the conditions match.
Device type
Select which interface this view rule applies to.
Conditions
Specify the conditions that determines when the view is applied.
Exporting Data
35
Exporting Data
Overview
ServiceNow offers a variety of ways for administrators and users with the itil role to export data:
Form export: Export an individual record from the user interface. Choose PDF or XML format directly from a
form.
List export: Export multiple records from the user interface. Choose CSV, Excel, PDF, or XML format directly
from a list.
Scheduled export with reports: Automatically export multiple records from a table on a set schedule. Create a
scheduled job to regularly export data as a report.
Direct URL access: Export multiple records from a table using the ServiceNow CSV, Excel, PDF, or XML
processor. Specify the table form or list you want to export in the URL.
Web services/SOAP: Export multiple records from a table when an external client makes a web services request.
Create an external application or process to automate the retrieval of data from an instance via web services or
SOAP.
Available Export Formats

ServiceNow supports the following export formats:
Export
Format
CSV
Description
Export table records as a comma-separated value text file. Use this option to export the currently displayed fields in the list or form as a
text file. Personalize the list or form to add or remove fields from the export. When exported to CSV, dot-walked fields appear using
their full field name, such as u_assignment_group.parent.
Note: By default, ServiceNow exports all CSV files in Windows-1252 encoding. If you need to export translated data, set the
glide.export.csv.charset system property to UTF-8 (starting with Calgary release).
Excel
Export table records as a Microsoft Excel spreadsheet. Use this option to export the currently displayed fields in the list or form as an
Excel spreadsheet. Personalize the list or form to add or remove fields from the export.
XML
Export table records as an XML document. Use this option to export all data from a table or all data for a particular record. The XML
file has an XML element for each column in the table.
PDF
Export table records as a Portable Document Format file. Use this option to export the currently displayed fields in the list or form as a
PDF file. Personalize the list or form to add or remove fields from the export.
Exporting Form Data

Export an individual record from a form by right-clicking a form header bar and selecting the export type. Export
formats include:
PDF (Portrait)
PDF (Landscape)
XML (This Record)
Exporting Data
36
Right-click a form header bar and select the export format.
Note: When exporting PDF data from a form, only the fields that are visible from the current view are exported. When exporting
XML data, however, all the fields are exported, regardless of the view. CSV and Excel records cannot be exported from a form.
Exporting List Data

Export a list of records by right-clicking a list header bar and selecting the export format.
Right-click a list header bar and select the export format.
Note: To export records in an embedded list, export the record containing the list.
Export formats include:
Excel
CSV
XML
PDF (Portrait)
PDF (Landscape)
PDF (Detailed Portrait): Exports the list and the associated form for each record.
PDF (Detailed Landscape): Exports the list and the associated form for each record.
Exporting Data
37
Note: You can control how line breaks appear in exported CSV data using the glide.csv.export.line_break system
property (starting with Dublin release).
Determining Which List Fields are Exported

By default, exporting data from a list exports only the fields that are visible from the current view. If you want to
export fields from another list view, you can switch views from the UI. Alternatively, you can add the
sysparm_view parameter to the URL request. For example, to export fields visible from the Self Service (ess)
view:
https://instance_name.service-now.com/incident.do?CSV&sysparm_view=ess
If you are exporting CSV or Excel data and do not specify a view, the export uses the default list view. You can
export all fields by setting the sysparm_default_export_fields parameter to all (available starting with
the Dublin release). If you are exporting XML data, the export returns all fields unless you specify a particular view.
The sysparm_default_export_fields parameter has no effect on XML exports.
Exporting Data with Scheduled Reports

You can schedule regular or one-time exports from list reports. ServiceNow sends the report to one or more users by
email. Export formats include:
Excel
CSV
PDF
PDF (Landscape)
If you need to share data with another ServiceNow instance or integrate with another application, consider creating a
web service or SOAP message instead.
Exporting Directly from the URL

You may want to export data from the URL if you need to dynamically export data from a script or web service. You
must be familiar with the ServiceNow table and column names to export data directly from the URL. See Navigating
by URL for more information about navigating to forms and lists.
To export data directly from the URL, create a URL containing the following parts:
1.
2.
3.
4.
Specify the instance URL. For example, https://<instance name>.service-now.com/.

Specify the table form or list to export. For example, incident_list.do.
Specify the export format processor to use for the export. For example, ?CSV.
[Optional] Specify a query and sort order with URL parameters. For example,
&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27.
The final URL should look like one of these sample URLs:
Exporting Data
38
URL
Description
https://<instance name>.service-now.com/incident_list.do?CSV
Export all incidents to a

comma-separated value
text file.
https://<instance
name>.service-now.com/incident_list.do?CSV&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27
Export a particular
incident to a
text file.
https://<instance name>.service-now.com/incident_list.do?CSV&ORDERBYsys_id
Export all incidents to a

text file and sort the list
by sys_id.
Exporting data directly from the URL
[1]
Note: ServiceNow enforces basic authentication
for direct URL access. The data extracted from the URL contains only the fields
to which the currently authenticated user has read access.
Export Format Processors

The ServiceNow platform provides a default upper limit for XML data exports starting with the Dublin release. If
you are using an older version, see the previous version information.
ServiceNow provides the following export format processors:
Exporting Data
39
Export Processor
URL Syntax
Export Limits
Description
CSV
?CSV
10,000 rows
Exports table records as a comma-separated value text file.
Excel
?EXCEL
10,000 rows
Exports table records as a Microsoft Excel spreadsheet.
XML
?XML
10,000 rows
Exports table records as an XML document.
PDF
?PDF
5,000 rows
Exports table records as a Portable Document Format file.
Schema
?SCHEMA
N/A
Exports the database schema for the table.
XSD
?XSD
N/A
Exports the table structure in XSD format.
See Export Limits for information about processor export limits and how to work around them if a table exceeds the
export limit.
Note: Export processors return all requested records regardless of whether you use the table.do or table_list.do format to identify
the export table.
Click the plus to expand previous version information

Prior to the Dublin release, the ServiceNow platform provided default upper and lower limits for XML data exports.
Note: If you use these limits in a Dublin instance, they will continue to function correctly. To ensure functionality in subsequent
releases, however, we recommend that you modify your code to use the single export limit.
Export Processor
URL Syntax
Export Limits
Description
CSV
?CSV
Lower Limit: 10,000 rows Upper Limit: 50,000

rows
Export table records as a comma-separated value text

file.
Excel
?EXCEL

rows
Export table records as a Microsoft Excel spreadsheet.
XML
?XML

rows
Export table records as an XML document.
PDF
?PDF
Upper Limit: 5,000 rows
Export table records as a Portable Document Format

file.
Schema
?SCHEMA

rows
Export table records as a schema document.
XSD
?XSD

rows
Export table records as an XSD document.
Exporting Data
40
Using URL Queries to Filter List Results

Use URL queries to programmatically generate filtered lists before exporting them. URL queries are useful for
scripts that generate a list of records and where no user will manually add the filter from the UI. You must be
familiar with the table's column names and values to create a query.
To create URL queries:
1.
2.
3.
4.
Specify the instance URL. For example, https://demo.service-now.com/.

Specify the list URL for the table you want to export. For example, incident_list.do.
Specify the export format processor for the export. For example, ?XML.
Specify the query as the value of the sysparm_query parameter. For example,
?sysparm_query=priority=1.
5. [Optional] Specify the result sort order with the ORDERBY parameter. For example,
CSV&ORDERBYassigned_to.
Note: All queries use a column name, an operator, and a value. See Condition Builder for a list of available operators.
For example, to export a list of all priority 1 incidents as an XML file, use the following URL:
https://<instance
name>.service-now.com/incident_list.do?XML&sysparm_query=priority=1&ORDERBYassigned_to
URL Query Parameters

ServiceNow provides the following URL query parameters:
URL
Parameter
URL Syntax
Description
sysparm_query sysparm_query=[column
name][operator][value]
Displays a list of records that match the query. For example: https://<instance
name>.service-now.com/incident_list.do?XML&sysparm_query=priority=1
ORDERBY
Sorts a list of records by the column names provided. For example: https://<instance
name>.service-now.com/incident_list.do?sysparm_query=priority=1&ORDERBYassigned_to
ORDERBY=[column
name]&[column name]
Example XML Export

The following URL query produces an XML document similar to the sample shown:
https://<instance
name>.service-now.com/incident_list.do?XML&sysparm_query=priority=1&ORDERBY=assigned_to
<?xml version="1.0" encoding="UTF-8"?>
<xml>
<incident>
<active>true</active>
<activity_due>2012-11-28 20:44:11</activity_due>
<approval>not requested</approval>
<approval_history/>
<approval_set/>
<assigned_to/>
<assignment_group>d625dccec0a8016700a222a0f7900d06</assignment_group>
Exporting Data
<business_duration/>
<business_stc/>
<calendar_duration/>
<calendar_stc/>
<caller_id/>
<category>inquiry</category>
<caused_by/>
<child_incidents>0</child_incidents>
<close_code/>
<close_notes/>
<closed_at/>
<closed_by/>
<cmdb_ci/>
<comments/>
<comments_and_work_notes/>
<company/>
<contact_type>phone</contact_type>
<correlation_display/>
<correlation_id/>
<delivery_plan/>
<delivery_task/>
<description/>
<due_date/>
<escalation>0</escalation>
<expected_start/>
<follow_up/>
<group_list/>
<impact>1</impact>
<incident_state>1</incident_state>
<knowledge>false</knowledge>
<location>108752c8c611227501d4ab0e392ba97f</location>
<made_sla>true</made_sla>
<notify>1</notify>
<number>INC0010040</number>
<opened_at>2012-11-28 16:31:08</opened_at>
<opened_by>6816f79cc0a8016401c5a33be04be441</opened_by>
<order/>
<parent/>
<parent_incident/>
<priority>1</priority>
<problem_id/>
<reassignment_count>0</reassignment_count>
<rejection_goto/>
<reopen_count>0</reopen_count>
<resolved_at/>
<resolved_by/>
<rfc/>
41
Exporting Data
<severity>3</severity>
<short_description>test +XB</short_description>
<skills/>
<sla_due/>
<state>1</state>
<subcategory/>
<sys_class_name>incident</sys_class_name>
<sys_created_by>admin</sys_created_by>
<sys_created_on>2012-11-28 16:31:33</sys_created_on>
<sys_domain>global</sys_domain>
<sys_id>4efe74640982300000a286aa871e705a</sys_id>
<sys_mod_count>4</sys_mod_count>
<sys_updated_by>admin</sys_updated_by>
<sys_updated_on>2012-11-28 18:44:11</sys_updated_on>
<time_worked/>
<upon_approval>proceed</upon_approval>
<upon_reject>cancel</upon_reject>
<urgency>1</urgency>
<user_input/>
<variables/>
<watch_list>dfdc91a809c2300000a286aa871e7057,46d44a23a9fe19810012d100cca80666</watch_list>
<wf_activity/>
<work_end/>
<work_notes/>
<work_notes_list/>
<work_start/>
</incident>
...
</xml>
Calling URL Exports Programmatically

You can dynamically export data from a script or web service by calling a URL export from any programming
language. The following procedure includes code samples that demonstrate calling a URL export in C# for a .Net
framework call:
1. Add the following Imports:
using System.Net;
using System.IO;
2. Call the Download method:
static void Main(string[] args)
{
// Call to DownloadFile method supplying the URL and location
to save CSV file locally
int read =
DownloadFile("https://demo007.service-now.com/incident_list.do?CSV&sysparm_query=priority=1&ORDERBYassigned_to",
42
Exporting Data
43
"c:\\test\\incident.csv");
3. Create a Download method as follows:

public static int DownloadFile(String url,
String localFilename)
{
// Function will return the number of bytes processed
// to the caller. Initialize to 0 here.
int bytesProcessed = 0;
// Assign values to these objects here so that they can
// be referenced in the finally block
Stream remoteStream = null;
Stream localStream = null;
WebResponse response = null;
// Use a try/catch/finally block as both the WebRequest and
Stream
// classes throw exceptions upon error
try
{
// Create a request for the specified remote file name
WebRequest request = WebRequest.Create(url);
// Create the credentials required for Basic Authentication
System.Net.ICredentials cred = new
System.Net.NetworkCredential("user_name", "password");
// Add the credentials to the request
request.Credentials = cred;
if (request != null)
{
// Send the request to the server and retrieve the
// WebResponse object
response = request.GetResponse();
if (response != null)
{
// Once the WebResponse object has been retrieved,
// get the stream object associated with the
response's data
remoteStream = response.GetResponseStream();
// Create the local file
localStream = File.Create(localFilename);
// Allocate a 1k buffer
byte[] buffer = new byte[1024];
int bytesRead;
// Simple do/while loop to read from stream until
// no bytes are returned
do
{
Exporting Data
44
// Read data (up to 1k) from the stream
bytesRead = remoteStream.Read(buffer, 0,
buffer.Length);
// Write the data to the local file
localStream.Write(buffer, 0, bytesRead);
// Increment total bytes processed
bytesProcessed += bytesRead;
} while (bytesRead > 0);
}
}
}
catch (Exception e)
{
Console.WriteLine(e.Message);
}
finally
{
// Close the response and streams objects here
// to make sure they're closed even if an exception
// is thrown at some point
if (response != null) response.Close();
if (remoteStream != null) remoteStream.Close();
if (localStream != null) localStream.Close();
}
// Return total bytes processed to caller.
return bytesProcessed;
}
Export Limits
The ServiceNow platform provides a default upper limit for XML data exports starting with the Dublin release. If
you are using an older version, see the previous version information.
The purpose of the upper limit is to avoid creating performance issues when a table is excessively large. If you need
to export more records than the threshold permits, break up the export into separate manageable chunks.
Click the plus to expand previous version information
In releases prior to Dublin, the ServiceNow platform provides default upper and lower limits for XML data exports that are used under different
query conditions. The purpose of having two limits is to avoid creating performance issues when a table is excessively large. For exports that
exceed the upper threshold, break up the export into separate, manageable chunks.
Note: If you continue to use the upper and lower limits for XML data exports in a Dublin instance, they will continue to function
correctly. To ensure functionality in subsequent releases, however, modify your code to use the single Export Limit.
Exporting Data
45
Lower Limit:
The lower limit controls how many records ServiceNow exports by default from a list view. By default, exporting records from a list exports a
maximum of 10,000 records. To exceed the 10,000 record limit, create a URL export containing the sysparm_record_count.
For example, this query exports up to 40,000 records from the system log: http://<instance
name>.service-now.com/glide/syslog_list.do?sysparm_record_count=40000
Upper Limit:
The upper limit of 50,000 records is the maximum number of records that can be exported by a sysparm_record_count query parameter in
the URL. If the value of the sysparm_record_count query parameter exceeds 50,000 records, the platform defaults to 50,000.
Note: The upper limit for PDF exports is 5,000 rows. Since PDF exports cannot be broken up into smaller increments like other
data formats, any URL export using a PDF processor cannot have a sysparm_record_count value greater than 5000.
Export Limit Properties

You can set the number of records to return during an export using the URL parameter
sysparm_record_count. However, the system analyzes the following settings to determine whether an export
limit should be applied.
1. First, the platform checks the property that defines the format-specific export limit (see table). Each format can
have a different limit. Although this property can be set to any value, exceeding the default export limit can
impact system performance. You may want to set the property at or below the default limit and have users export
large amounts of data in smaller increments.
2. If the format-specific property is not set, the system checks the property for the general export limit (see table).
This property can also be set to any value, but exceeding the default export limit can impact system performance.
3. If neither the format-specific export limit nor the general export limit property is set, the system enforces the
default export limit (see table).
Note: These properties are not defined by default. You must add the property to assign a value to it.
Format
Format-Specific Export Limit
General Export Limit
Default Export Limit
XML
glide.xml.export.limit
glide.ui.export.limit
10,000
CSV
glide.csv.export.limit
10,000
EXCEL
glide.excel.export.limit
10,000
PDF
glide.pdf.max_rows
N/A
5,000
PDF
glide.pdf.max_columns
N/A
25
Although the number of columns can be set higher than 25 in the PDF export, this is not advisable as only 25 header
labels fit on a page.
A warning threshold property called glide.ui.export.warn.threshold controls how the records are
exported. If a user attempts to export a number of records from a list that exceeds the warning threshold, a dialog box
offers the choice of waiting for the export to complete or having the exported records emailed as an attachment. The
warning threshold can be changed in the system property.
Exporting Data
46
Example 1: Exporting to CSV

glide.csv.export.limit = 20,000
glide.ui.export.limit = 10,000
Default export limit for CSV = 10,000
Records to be Exported
Records Returned
15,000
15,000
30,000
20,000
Note: In the second export, the number of records returned from the database is limited because the number of records specified for
export exceeds the value set in the glide.csv.export.limit property.
Example 2: Exporting to Excel

glide.excel.export.limit = no entry
glide.ui.export.limit = no entry
Default export limit for EXCEL = 10,000
Records Returned
10,000
10,000
30,000
10,000
Note: In the second export, the number of records returned from the database is limited because the number of records specified for
export exceeds the default export limit for Excel, 10,000 records.
Example 3: Exporting to PDF

glide.pdf.max_rows = 7,500
Default export limit for PDF = 5,000
Records Returned
6,000
6,000
10,000
7,500
Note: In the first export, all records are returned because the number of records specified for export does not exceed the
glide.pdf.max_rows property. In the second export, the number of records returned is limited because the number of records
specified for export exceeds the value in the glide.pdf.max_rows property.
Exporting Data
47
Breaking Up Large Exports

If the number of records to be exported exceeds the actual export limit, you may want to break the export into
smaller increments that do not place a significant performance load on the platform.
1. Filter the list to display the records you want to export.
2. Write down the number of records returned.
3. If the record number is higher than the defined threshold, issue a sysparm query for the first 50,000 records
using the following syntax:
https://<instance
name>.service-now.com/syslog_list.do?XML&ORDERBY=sys_id&sysparm_record_count=50000
This exports the first 50,000 records in order, sorted by the sys_id number.
4. Find the next record in order, such as 50,001.
5. Right-click the row and copy the sys_id of the next record you want to export.
6. Access the next series of records with a greater than or equal to query run against the sys_id of record 50,001.
The following example shows a query that uses a sys_id of b4aedb520a0a0b1001af10e278657d27. Use the
syntax shown in this query to export the next set of records.
https://<instance
name>.service-now.com/syslog_list.do?XML&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27&O
Note: URL queries use typical percent encoding [2]. In this example, the greater than sign (>) is encoded as
%3E and the equal sign (=) is encoded as %3D.
7. Continue issuing this query, using the starting sys_id for the next set of records until you have exported all the
necessary records.
Excel Export Threshold

Excel exports are intended for relatively small exports, fewer than 500,000 cells, while CSV can handle larger
exports.
Whenever you export to Excel and the resultant spreadsheet has more than 500,000 cells (by default), the export
process stops and you are given the Excel file at that point. In the bottom row, there will be the following message:
Export stopped due to excessive size. Use CSV for a complete export:
The Excel export cell threshold is customizable using the glide.excel.max_cells integer property. Note: Increasing
this threshold may cause a memory issue in your instance. The threshold is set at an appropriate level to prevent
resource issues.
The export will put the information into the Excel document with 32,000 rows per spreadsheet.
Exporting Data
48
Enhancements
Dublin
A new system property, glide.csv.export.line_break, controls how line breaks appear in exported
CSV data.
A default upper limit is available for XML data exports. However, the upper and lower limits from earlier
versions will continue to function correctly in a Dublin instance.
A new system property, glide.ui.export.warn.threshold, controls how a user receives returned
export records when the limit has been exceeded. The available options are to wait for the export to complete or
have the exported records sent as an email attachment.
Calgary
A new system property, glide.export.csv.charset, controls the character set used to export CSV files.
This property allows localized instances to export strings in a character set supported by the language. Starting
with Calgary, you can set the system property to the character set name you want to use to export CSV files.
References
[1] http:/ / www. w3. org/ Protocols/ HTTP/ 1. 0/ draft-ietf-http-spec. html#BasicAA
[2] http:/ / en. wikipedia. org/ wiki/ Percent-encoding
Uploading Attachments
Overview
You can upload a file as an attachment to an incident, knowledge article, change request, or other record in
ServiceNow. Attachment file size is not limited by default.
Note:
To configure attachment options, see Administering Attachments.

To upload an image file for use in HTML fields, articles, or other records, see Storing Images in the Database.
Warning: Uploading large attachments might lead to issues with the user's active session on the instance.
49
Managing Attachments
To manage attachments on a record:
1. Navigate to the record (example, an incident record).
2. Click the paper clip ( ) in the upper right or the Manage Attachments button (if files are already attached).
From the Attachments pop-up window you can add, delete, or rename attachments.
The number of attachments for a record is listed on the Manage Attachments button.
Adding an Attachment
Do not use the Upload File module in the System Definition
application. This module is not compatible with multi-node instances.
Instead, attach a file directly to a record.
1. Navigate to the record (example, an incident record).
Attachments pop-up window
2. Click the paper clip ( ) in the upper right.

3. Click Choose File (or Browse, depending on your browser) and navigate to a file. You can upload multiple files
in one of the following ways:
Select multiple files at the same time. This feature is not supported by Internet Explorer.
Add each file on a separate line. Click Add Another
Attachment, and then click Choose File on the next line. Repeat
until all desired files are selected. This feature is available in all
supported browsers.
Select files
4. Click Attach. Attached files appear in the Current file

attachments list and at the top of the form. A message appears if a
file is not attached because it is too large or is a restricted file type
(administrators can configure these limits).
Select files on separate lines
50
5. Close the pop-up window to return to the form.
Attached files
Note: Empty attachments (file size of 0 kb) are not supported.
Attaching Files with Drag-and-Drop

Drag files from your computer to a form and upload them asynchronously. This functionality is supported in Firefox
3.6 or later and Chrome. Support will be added for other web browsers as they implement the HTML5 specification.
To attach files with the drag-and-drop feature:
1.
2.
3.
4.
Navigate to the ServiceNow record.

On your computer, browse to the files to attach.
Select the files on your computer and then drag them over the header bar on the ServiceNow form.
When the attachments header appears orange, release the mouse button to begin the upload.
When the upload is complete, the file name is added to the
attachments header. Upload speed depends on the file size and
the speed of your network connection.
Drag-and-drop upload
Warning: Do not navigate away from the record while an upload is in progress. The upload must be completed for the file to be
attached.
Renaming Attachments
To rename a file that is attached to a record:
1. Navigate to the record.
2. Click [rename] beside the file name at the top of the form.
3. Edit the file name and press Enter.
Rename the attachment
51
Note: Press Esc instead of Enter to undo your changes and cancel rename.
Deleting Attachments
To delete attachments from a record:
1.
2.
3.
4.
5.
Navigate to the record.

Click Manage Attachments in the upper left corner of the record or click the paper clip.
Select the check boxes next to the attachments to delete.
Click Remove.
Close the pop-up window to return to the form.
Delete attachments
Using HTML Fields

Overview
An HTML field allows users to define how field content is rendered by using HTML. Knowledge articles, service
catalog item descriptions, release documentation, and HTML content blocks are common examples of HTML fields.
For HTML fields, an HTML editor provides two editing modes:
What You See Is What You Get (WYSIWYG)
HTML source
Administrators can add HTML fields to any form and also customize the functionality of HTML fields.
Note: Styles declared by HTML fields may be overridden by CSS declarations in the themes.css file that styles the entire instance. To
determine what attributes are overriding a style, use a web development tool (for example, Firebug for Firefox).
Using HTML Fields
52
HTML Editors
There are two HTML editors available: TinyMCE (default) and htmlArea. The glide.ui.html.editor
system property specifies the editor used for HTML fields.
TinyMCE HTML Editor

The TinyMCE editor is the default for HTML fields. Two versions of the TinyMCE editor are currently available:
Version 4 is available starting with the Eureka Patch 1 release. This version provides a simplified toolbar and an
updated table designer tool.
Version 3 is available with the Eureka and previous releases.
The version of the TinyMCE editor currently in use depends on the user interface:
The UI14 interface uses version 4.
The UI11 and classic interfaces use version 3.
htmlArea Editor
The htmlArea editor is the legacy
editor for HTML fields.
TinyMCE version 4 editor
TinyMCE version 3 editor
Using an HTML
Editor in WYSIWYG
Mode
htmlArea
In WYSIWYG mode, the HTML field

editor provides controls that are similar
to a word processing program. On the bottom bar, it displays the path of HTML tags that are applied to the text at the
cursor. Clicking a tag in the path highlights the text affected by the tag.
Note: Do not paste graphics into the TinyMCE editor. The editor does not support embedded graphics.
The following sections describe the HTML field editing functions in WYSIWYG mode. The Icon column displays
icons that are available with the TinyMCE version 3 and htmlArea editors. The TinyMCE v4 Icon column displays
icons that are available with the TinyMCE version 4 editor. Names marked with an asterisk (*) are not available with
the htmlArea editor.
Using HTML Fields
53
Users can modify the TinyMCE toolbar and add or remove functionality. For more information, see Configuring the
TinyMCE HTML Toolbar.
Formatting
Icon
TinyMCE v4
Icon
Name
Description
New Document*
Clears the contents of the HTML field.
Bold
Applies bold formatting to the selected text or current word.

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

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

Keyboard shortcut: CTRL + U
Strikethrough*
Applies strikethrough formatting to the selected text or current word.
Align Right
Applies right alignment to the current paragraph.

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

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

[1]
Code reference : text-align:left
Justify
Applies justified alignment, which stretches the lines to equal width, to the current
paragraph.
[1]
Code reference : text-align:justify
Format
Applies a paragraph style to the current paragraph, such as Paragraph, Heading 1, and
Preformatted.
Font Family
Applies a font family to the selected text or current word.
Font Size
Applies a font size to the selected text or current word.
Insert/Remove
Bulleted List
Applies or removes unordered list tags for the selected paragraphs. Click the arrow
beside the button to select a different bullet type.
Insert/Remove
Numbered List
Applies or removes ordered list tags for the selected paragraphs. Click the arrow beside
the button to select a different number type.
Decrease Indent
Removes indentation from the current or selected paragraphs (removes 30px of left
padding; padding cannot be less than 0).
[2]
Code reference : padding-left
Increase Indent
Applies indentation to the current or selected paragraphs (adds 30px of left padding).
[2]
Code reference : padding-left
Block Quote*
Applies the <blockquote> tag, which defines a long quotation, to the current or
selected paragraphs. Browsers usually indent these elements.
[3]
Code reference : <blockquote>
Select Text Color
Applies font color to the current word or selected text. Click the button to use the current
color, or click the arrow next to the button to view more colors. Click More Colors... to
view various color options and the hexadecimal codes.
Select Background Applies background color to the current word or selected text. Click the button to use the
Color
current color, or click the arrow next to the button to view more colors. Click More
Colors... to view various color options and the hexadecimal codes.
Using HTML Fields
54
Clear Formatting*
Removes the inline styles and formatting from the selected text.
Subscript*
Applies subscript text, which appears half a character below the baseline, to the current
word or selected text.
[4]
Code reference : <sub>
Superscript*
Applies superscript text, which appears half a character above the baseline, to the current
word or selected text.
[4]
Code reference : <sup>
*These options are not available with htmlArea.
Table Functions
The TinyMCE version 4 editor uses menus and menu selections to create and edit tables. The TinyMCE version 3
editor and the htmlArea editor use icons to create and edit tables.
TinyMCE Version 4 Editor

Click the table icon (
) to access the TinyMCE version 4
table menu. Use the table menu to:
Insert or delete a table

Modify table properties
Add, move, or delete rows and columns
Modify row and column properties
Split and merge cells
Table menu
To insert a table in the HTML field, click Insert table and
highlight squares in the grid to represent the desired number of
rows and columns. Click the last highlighted square to insert the
table.
After you insert the table, you can modify the size by clicking and
dragging the handles at the table edges.
Insert table
Using HTML Fields
55
Click Table properties to open the Table properties dialog box.
From this box you can:
Set table width and height

Set cell spacing and padding
Enable borders and captions
Set the table alignment
Table properties
With the cursor in the desired table cell, click Cell properties to
open the Cell properties dialog box. From this box you can set the
following for table cells:
Width and height

Type and scope
Horizontal and vertical alignment
Table cell properties

With the cursor in a table cell in the desired row, click Row
properties to open the Row properties dialog box. From this box
you can set the following for rows:
Table row properties
Row type
Alignment
Height
Using HTML Fields
56
TinyMCE Version 3 and htmlArea Editors

Icon
Name
Description
Insert/Edit Table
Inserts a table and defines properties for the current table, including columns, rows, width, layout, and spacing. To
learn more, see the table styles example.
[5]
Code reference : table
Table Row
Properties*
Defines properties for the current row, odd rows, even rows, or all rows in the table. To learn more, see the table
styles example.
[6]
Code reference : tr
Table Cell
Properties*
Defines properties for the current cell, cells in the current row, cells in the current column, or all cells in the table.
To learn more, see the table styles example.
[7]
Code reference : td
Insert Row Before*
Adds a row above the current row in a table.
Insert Row After*
Adds a row below the current row in a table.
Delete Row*
Deletes the current row in a table.
Insert Column
Before*
Adds a column to the left of the current column in a table.
Insert Column After*
Adds a column to the right of the current column in a table.
Delete Column*
Deletes the current column in a table.
Split Merged Table

Cells*
Splits any merged cells in the selected table cells.
Merge Table Cells*
Merges the selected cells in a table.

[8]
Code reference : colspan
[9]
Code reference : rowspan
Editing
Icon
TinyMCE v4
Icon
Name
Description
Cut*
Cuts the selected text. Not supported in all browsers; use keyboard shortcut.
Keyboard shortcut: CTRL + X
Copy*
Copies the selected text. Not supported in all browsers; use keyboard shortcut.
Keyboard shortcut: CTRL + C
Paste*
Pastes the selected text. Not supported in all browsers; use keyboard shortcut.
Keyboard shortcut: CTRL + V
Paste as Plain
Text*
Enables paste as plain text (without source formatting) for the subsequent paste operation.
Paste from Word*
Opens a new window that allows you to copy and paste content from Microsoft Word into the
HTML field.
Find*
Allows you to locate text strings in the HTML field. Search above (up) or below (down) the
cursor location.
Find/Replace*
Allows you to replace the next (Replace) or all (Replace All) occurrences of a text string in the
HTML field.
Using HTML Fields
57
Undo*
Reverts the previous edit.
Redo*
Reapplies the last reverted edit.
Extended Functions
Icon
TinyMCE v4
Icon
Name
Description
Insert/Edit Link
Configures a link for the selected text. Define the link URL, title (additional information that appears
in the tool tip), and the target (same window or new window or tab).
[10]
Code reference
: <a>
Remove link*
Removes the current hyperlink.
Cleanup Messy
Code*
Fixes standard HTML errors for the selected text, such as invalid tags. Note that clicking this button
may change the layout of existing content. You can click Undo to revert this action if you do not like
the results.
Edit HTML
Source
Opens HTML source code in a separate window. See Editing in HTML Source Mode.
Insert Horizontal
Line
Inserts a horizontal line at the current location.
Toggle Invisible
Elements*
Shows or hides invisible elements in the article, such as collapsed table borders.
Insert Special
Character*
Inserts a special character (symbol) at the current cursor location. Click the button to view a list of
available characters. Point to a character to view the name and HTML code. Click a character to insert
it.
Insert/Edit Image
Inserts an image from the image library or an attachment. You can also add images to the image library
with this feature. To learn more, see Embedding Images in HTML Fields.
Insert/Edit
Embedded Media
Embeds a video from the video library or an attachment. You can also add videos to the video library
with this feature. To learn more, see Embedding Video in HTML Fields.
Spell Checker
Checks the spelling of text in the HTML field.
Preview*
Opens a preview of the HTML field in a separate window without saving changes.
Toggle Full
Screen Mode*
Expands the HMTL field to use the full form view for easier editing. Click the button again to return to
standard form view. This feature is not available for Internet Explorer.
Using HTML Fields
58
Example. Styling a Table

The following example uses HTML field controls to format a table in a knowledge article.
To add the formatted table to a
knowledge article:
1. Navigate to Knowledge > Edit and
select the article to edit.
2. Click in the HTML field and move
the cursor to the location for the
table.
Example. Table
3. Click Insert/Edit Table (

).
4. Enter the following values on the
General tab:
Columns: 2
Rows: 4
Cell Padding: 3
Cell Spacing: 3
Border: 1
Width: 75%
5. Enter the following values on the Advanced tab:
Rules: all
Border Color: Click the color picker, click the Named tab, and select Dim Grey (color #696969).
6. Click Insert.
7. Click in the first line of the table and then click Table Row Properties (
8. Enter the following value on the General tab:
).
Vertical Alignment: Top

9. Select Update All Rows in Table and then click Update.
10. Click in the first cell of the table and then click Table Cell Properties (
).
Cell Type: Header

12. Enter the following value on the Advanced tab:
Background Color: Click the color picker, click the Named tab, and select Light Sky Blue (color #87cefa).
13. Select Update All Cells in Row and then click Update.
14. Click in the second row of the table and then click Table Row Properties (
15. Enter the following value on the Advanced tab:
).
Background color: Click the color picker, click the Named tab, and select Silver (color #c0c0c0).
16. Select Update Odd Rows in Table and then click Update.
17. Click in the first column of the table and then click Table Cell Properties (
).
Width: 30%
19. Click Update.
20. Enter data in the cells and then save the article. The table is formatted with a blue header row and alternating
grey and white data rows.
Using HTML Fields
59
HTML Editor in HTML Source Mode

In HTML source mode, you can use standard HTML to edit text. Click Edit HTML Source (
HTML source code in a separate window. Make your changes and then click Update.
) to open the
HTML editor. HTML source mode.
Note: Fields which are blank may still have default HTML tags applied by default - for example, a <body></body> tag. These tags
will be displayed in the HTML Source Mode.
References
[1] http:/ / www. w3schools. com/ cssref/ pr_text_text-align. asp
[2] http:/ / www. w3schools. com/ cssref/ pr_padding-left. asp
[3] http:/ / www. w3schools. com/ tags/ tag_blockquote. asp
[4] http:/ / www. w3schools. com/ tags/ tag_sup. asp
[5] http:/ / www. w3schools. com/ tags/ tag_table. asp
[6] http:/ / www. w3schools. com/ tags/ tag_tr. asp
[7] http:/ / www. w3schools. com/ tags/ tag_td. asp
[8] http:/ / www. w3schools. com/ tags/ att_td_colspan. asp
[9] http:/ / www. w3schools. com/ tags/ att_td_rowspan. asp
[10] http:/ / www. w3schools. com/ tags/ tag_a. asp
Adding Media to HTML Fields
60

Overview
Users can add media elements, including images, web links, and videos, to HTML fields. To learn about other
HTML field features, see Using HTML Fields.
Embedding Images in HTML Fields

Users with the admin role can use the HTML field image picker to embed images into HTML fields, and to add
images to the image library.
Note: Administrators and users with the image_admin role manage the image library at System UI > Images. See Storing Images in
the Database.
To embed an image in an HTML field:

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

4. To provide additional control over the image's appearance, click Advanced options. See the table for field
descriptions.
5. Click OK.
61
Field
Type
Description
Select the image type.
Image Library: may be reused.

Attachment: available in the current record only
Image
Begin typing a file name and select an image from the list, or click the reference lookup (
) and select an image from the table. To
upload a new image, click New, click Choose File, locate the image you want to use, and click Upload.
Tooltip
Enter alternate text that appears when a user points to the image.
Alt
Enter alternate text that can be used to improve accessibility. For example, it could be used with a screen reader. If this field is left blank,
it defaults to the text entered in the Tooltip field. Available starting with the Dublin release.
Advanced options
Layout
Enter the image Alignment (default is Baseline) and Border thickness.
Spacing Enter the number of Horizontal and Vertical pixels around the image.
Size
Enter the Width and Height of the image (in pixels).
Note: To resize an embedded image (not available for Chrome browsers), click the image. The sizing frame appears. Drag a sizing
point until the image is the desired size. Corner points adjust the size proportionally.
Linking to a Website
To insert a link to a website in an HTML field:
1. Move the cursor to the position where the link is to appear.
2. Click the Insert/Edit Link icon (
) in the HTML toolbar.

3. Click OK to insert the link into the field.
Field
URL
Description
Enter the URL for the link. Copying and pasting is usually the easiest method.
Tooltip Enter the text you want to display for the link.
Target
Select thetarget window for the URL. For files, the None (use implicit) selection is generally the best choice. However, if you are linking
to a complete Web page, choose New window (_blank) so that the browser opens a new window.
Embedding Video in HTML Fields

The HTML Field Video Picker inserts videos into HTML fields. Users can also add videos to the video library using
the HTML Field Video Picker. The following file formats are supported in the base system:
Flash animations (.swf)
Movies (.mov)
ServiceNow does not support Windows Media Video (WMV) files.
Note: Administrators and users with the image_admin role manage the video library at System UI > Videos.
To embed a video in an HTML field:
62
1. Open the form that contains the HTML field.

2. Click at the position where the video is to appear. To modify an existing video, click the video.
3. Click Insert/Edit Embedded Media (
4. Click OK.
) on the HTML editor toolbar.
Field
Type
Description
Select the video type.
Attachment: available in the current record only

Video Library: may be reused
URL: from an external source
For an attachment or video library file, select a video from the list or click New. For an external URL, enter the URL.
Size
Enter the Width and Height of the video (in pixels).
Flash Options Enter information about Flash usage.
Embed a video. Attachment or Video Library.
Embed a video. URL.
Administrative Functions
Administrators with the image_admin role can define the types of video files that can be embedded. To see the list of
file types, navigate to System UI > Embed Object Types. Set the Active field to false for any file types that are not
desired. To add additional types that are not included in the base system, click New to create a new type.
Note: If codebase or pluginspage is specified (to instruct the browser where to get the plugin), point to https pages to avoid
warnings from Internet Explorer about unsecure content on the page.
Enhancements
Dublin
The addition of the Alt field to the Insert/Modify Image dialog box improves accessibility. It can be used, for
example, with a screen reader.
Dot-Walking
Overview
Dot-walking provides access to fields on related tables from a form, list, or script. If the current table contains a
reference to another table, any field on the referenced table can be accessed using dot-walking.
Dot-walking references a field by building a chain of field names separated by dots (periods). For instance,
incident.assigned_to.company references the company of the user assigned to an incident. The recommended limit
for chain length is three levels.
Dot-walking in Field Drop-Downs

Users can dot-walk to related fields in a drop-down list, such as the field list in a filter.
This example demonstrates how to filter the incident table by the company of the caller who registered the incident.
First, open the choice list of fields to filter by. This presents a list of the fields which are present on the Incident
table. Reference fields are followed by related fields, which are presented in blue. For instance: Caller is followed
by Caller > User fields. This means that Caller is a reference field, and the related fields are User fields on the
Caller record. If the blue related fields are not present in the list, select Show Related Fields in blue at the bottom of
the list:
When the related fields are present, select a set of related fields.
63
Dot-Walking
After the related field is selected, the menu reloads with the related table's fields.
Now, it is possible to select a field from the Caller record.
64
Dot-Walking
The new field is: caller.company
When looking at the list, it is easy to see where in the dot-walk the user currently is. Each selected reference is stored
at the top, and the number of dots in front indicate how many dots from the initial record the user has reached.
In this picture, the user is currently at incident.caller.company. It is possible to return to higher levels in the hierarchy
by selecting the blue records. For instance, selecting Incident fields returns to the list of incident fields.
The related fields can be dismissed by selecting Remove Related Fields in blue at the bottom of the list:
65
Dot-Walking
Dot-walking in List Collectors

When selecting a list of fields from a list collector (for instance, when personalizing a form), it is also possible to
dot-walk to fields from other forms.
To see which fields are reference fields (and thus can be dot-walked), look for green fields with the plus symbol
beside them.
Once a reference field is highlighted, the Expand icon appears above the Add icon.
Selecting the Expand icon opens the list of fields from the related list in the Available pane. In this picture, the user
has opened the Assigned to fields. Like before, the previous lists of fields appear at the top of the list in blue.
66
Dot-Walking
Once the field is added to the "Selected" pane, it appears with its full dot-walked syntax. In the next picture, the user
has selected Assigned_to.active.
Dot-walking in Variables
Variables can often be added into templates, notifications, or other forms where a value is being called from the
form. For instance, the following is the variable for Assigned to:
${assigned_to}
As above, it is possible to dot-walk to fields on any reference field's original record. In the case above, it is possible
to dot-walk to any field on the assigned_to record, for instance:
${assigned_to.manager}
As is always the case with dot-walking, this can be a longer chain if desired:
67
Dot-Walking
68
${assigned_to.department.manager.mobile_phone}
Sometimes this variable can be selected from a Tree Picker.
Dot-Walking in a Tree Picker

The Tree Picker interface presents an expandable, hierarchical view that may be used when selecting fields (
).
For example, this Users glide list field has a select fields icon:
Clicking this icon presents a list of fields available on the current record:
Reference fields have + icons next to their name. Clicking on the + expands a list of the fields on that referenced
field. In this example, expanding the Assigned To field shows the User fields for that record:
Dot-Walking
69
Selecting the Manager field adds the variable ${assigned_to.manager}:
Dot-walking in Script
Just as above for field variables, it is possible to dot-walk within a script simply by invoking the dot-walk syntax.
This functionality requires a knowledge of JavaScript.
For scripts which run on the server side (such as Business Rules), however, it is necessary to add current.
The following script, for instance, is a scripted approval rule that requests an approval from the manager of the user
who opened the ticket:
try {
current.opened_by.manager;
} catch (err) {
}
For scripts which run on the client side (such as Client Scripts), current is not necessary. For instance, the Highlight
VIP Caller script runs on the client side:
function onChange(control, oldValue, newValue, isLoading) {
//wait until there is a valid record in the field
if (newValue) {
//get the caller object so we can access fields
Dot-Walking
70
var caller = g_form.getReference('caller_id');
var callerLabel =
document.getElementById('label.incident.caller_id');
var callerField =
document.getElementById('sys_display.incident.caller_id')
//check for VIP status
if (caller.vip=='true') {
//change the caller label to red background
//style object is CSSStyleDeclaration, style names are not
standard css names
if (callerLabel)
document.getElementById('label.incident.caller_id').style.backgroundColor='red';
//change the caller's name field to red text
if (callerField)
document.getElementById('sys_display.incident.caller_id').style.color='red';
}
else {
//not a VIP, remove temporary styles
if (callerLabel)
document.getElementById('label.incident.caller_id').style.backgroundColor='';
if (callerField)
document.getElementById('sys_display.incident.caller_id').style.color='';
}
}
}
Access Control Requirements

Dot-walking requires read access to the target table and field. Administrators should verify that the intended users
have access to the target field, such as by impersonating an intended user and verifying that the user can access the
field. If the user cannot access the field, an administrator can add a record access control rule to grant the user read
access.
Breadcrumbs
Breadcrumbs
Overview
A filter is a set of conditions applied to a table in order to find and work with a subset of the data in that table. Users
can apply, modify, create, and save filters. The current filter is indicated by a hierarchical list of
conditionsbreadcrumbsat the top of the table.
Breadcrumbs
Breadcrumbs offer a quick form of filter navigation. They are ordered from left to right, with the leftmost condition
being the most general and the rightmost condition being the most specific. Clicking a breadcrumb removes all of the
conditions to its right. Clicking the condition separator (>) before a condition removes only that condition.
In the example, clicking Priority = 2
removes the condition Category =
Software and returns all active
incidents with a priority of 2. By
contrast, clicking the condition
Breadcrumbs
separator (>) before Priority = 2
removes the condition Priority = 2
and returns all active incidents in the software category. In both cases, removing a condition returns a larger results
set. Finally, clicking Incidents goes to the top of the hierarchy, removing all conditions and returning all incidents in
the system.
Click a breadcrumb to refresh the list of records and show the latest information from the database for those records.
Breadcrumb Context Menu

Additional navigational functions are available. Right-click a breadcrumb and select one of the following:
Open new window: opens the results list for the breadcrumb in a new tab or window.
Copy URL: copies to the clipboard the URL for the results list of the breadcrumb. Follow browser instructions if
browser security measures restrict this function.
Copy query: copies to the clipboard the encoded query for the breadcrumb. You can use this query in the URL of
an instance or in the reference qualifier field of a dictionary entry.
For example, if you are viewing a list of all active incidents with a high or medium impact, right-click the
breadcrumb and copy the query active=trueîmpact=1ÔRimpact=2. You can append this query to
the end of the instance URL:
https://{instance_name}/incident_list.do?sysparm_query=active=trueîmpact=1ÔRimpact=2.
This selection is not available for the All breadcrumb. Follow browser instructions if browser security measures
restrict this function.
71
Breadcrumbs
72
Quick Filters
Right-click menu
To quickly filter a list using a value in a

field, right-click in the field and select Show
Matching or Filter Out (for date fields
choose from Show Before, Show After, and
Filter Out). These functions add a condition
as a rightmost breadcrumb of the current
filter.
In this example, right-clicking Active and
selecting Show Matching adds the
condition Incident state = Active as the most
specific condition of the filter. By contrast,
right-clicking Active and selecting Filter
Out adds the condition Incident state !=
Active as the most specific condition of the
filter.
Quick filters
For date and date-time fields you can also

use Show After or Show Before to define a
time based filter.
Creating Filters
A filter restricts what records appear in a list by providing a set of conditions each record must meet to be included
in the list. A condition consists of these parts:
Field: Each field contains data from a particular column in the list's table. Selecting a reference field allows you
to dot-walk to data from other tables.
Operator: Each field type has its own set of valid operators. The operator sometimes also determines if a value is
needed.
Value: Each field has its own set of valid values determined by the field type. Reference fields have access to
auto-complete, and choice lists provide a drop-down list of options.
Grouping: Each condition line is grouped with either an AND or OR connector. The filter requires all condition
lines linked with an AND connector to be met. The filter evaluates each condition line linked with an OR
connector separately.
Create filters on a list using the condition builder. To make the condition builder appear every time you open the list,
click the Pin/Unpin Filter icon / so that the pin is pressed down.
To create a filter:
1. Open the condition builder by clicking the arrow ( ) beside the breadcrumbs.
2. Select a field from the drop-down list.
The field type determines the available operators and values. For example, the Active field may have a value
of true, false, or empty, while a text field may have many different values. Similarly, the greater than operator
does not apply to the Active field, but it does apply to the Priority field. For more information, see Condition
Builders.
3. Select an operator from the drop-down list.
Breadcrumbs
73
4. Select or enter a value, if appropriate.

5. Add or remove conditions to construct the desired filter:
To add a top-level condition, click Add AND condition
or Add OR condition on the condition builder
tool bar, above the conditions.
To add a dependent condition, click Add AND condition or Add OR condition beside the condition.
To remove a condition, click Delete beside the condition.
6. To specify the sort order of the results, click Add Sort , then select a field to sort by and a sort order.
7. Click Save to keep the filter for future use. For more information, see Saving Filters.
8. Click Run to apply the filter.
Note: To find all records that do not contain the specified value, create a filter with two conditions: [field] [is not] [value] or [field]
[is] [empty].
Using OR Conditions
The condition builder uses two different types of OR conditions, top level and dependent.
Using a dependent OR condition, you can specify alternative criteria to a single operation. Dependent OR conditions
work in the manner A and (B or C).
For example, to return a list of all unassigned problem and incident records from the Task table, create a filter with a
dependent OR on the Number field.
[Assigned to] [is] [empty] AND [Number] [begins with] [PRB] OR [Number] [begins with] [INC].
A top-level OR condition allows you
to display the results of multiple filter
criteria in a single list. Top level OR
conditions work in the manner (A and
B) or (C and D).
Dependent OR condition
OR condition.
[Active] [is] [true] AND [Category] [is] [Hardware]
Top level OR condition
[Active] [is] [false] AND [Category] [is] [Software]
For example, to return a single list of

all active incidents with a category of
hardware, and all inactive incidents
with a category of software, create two
condition sets separated by a top-level
Breadcrumbs
74
Top-level
and
dependent
OR
conditions can be used together. Filters
using both types of OR conditions
work in the manner (A or B) or (C or
D). By mixing AND conditions with
top-level
and
dependent
OR
conditions, you can create very
specific filters.
Filtering on Multiple
String Values
For a string field, you can create a filter that searches for multiple values by creating a comma delimited list. This
feature enables administrators to copy and paste search criteria from a Microsoft Excel spreadsheet into a filter, for
example.
1. Create the filter with the is one of or is not one of operator.
All selections from the field's choice list appear.
2. Select one or more of the options by using multiple selection key commands.
The choice list remains visible.

3. Click Run to filter the list.
The filter conditions appear as a comma-delimited string at the top of the results list.
Using the Dynamic Operator

The dynamic operator, is (dynamic), lists predefined dynamic filter options where the condition value is computed
from a value in a reference field. For example:
Breadcrumbs
Field
Caller
75
Operator
Dynamic FIlter Option
is (dynamic) Me
Assignment group is (dynamic) One of My Groups
Description
Computes the value of Caller based on the current user viewing the list.
Computes the value of Assignment group based on the current user viewing the list.
Saving Filters
Depending on your access rights, you may save filters for everyone, a user group, or yourself.
To save a filter:
1.
2.
3.
4.
Create or modify a filter.

Click Save.
Enter a name for the filter in the Save as field.
Select who the filter is Visible to:
To create a personal filter (all users), select Me.

To create a global filter (requires access rights), select Everyone.
To create a filter for a specific user group (requires access rights), select Group and then enter or search for
the group name.
5. Click Save.
Using Saved Filters

To apply a saved filter, select the filter name in the title menu. The filter runs and the breadcrumbs appear.
To edit or delete personal filters, select
Edit personal filters from the title
menu. The Filter [sys_filter] table
opens with the filter User = [current
user]. Filters created from this view
are saved as personal filters for the
current user.
Editing Saved Filters

An administrator can edit any filter.
Selecting a saved filter
1. Navigate to System Definition >

Filters.
2. Select the filter you want to edit.
3. Modify the Filter conditions. as necessary.

4. Click Update.
Breadcrumbs
76
Deleting Filters
Administrators can delete any saved filter: global, group, or personal.
1. Navigate to System Definition > Filters.
To see who created the filter and when, personalize the list to add the created_by and created fields.
To see who has access to the filter, personalize the list to add the user, group, or domain fields. Filters that are
not assigned to a user or group are global.
2. Click the filter name and click Delete, then confirm the request.
Scripted Filters
The condition builder alone cannot create some filters, such as displaying a record set that is dependent on an
unrelated table. Administrators with a knowledge of JavaScript can create JavaScript functions for use in advanced
filters.
To use a scripted filter:
1. Create a new script include.
2. In the script include Script field, create a JavaScript function that returns an array of sys_ids.
Ensure that the function uses the same name as the script include.
Ensure that the script include is Active and Client callable.
3. Call the JavaScript function from the condition builder.
For more information, see GlideRecord queries and Script Includes.
Example
A company provides intensive care for a group of customers. To track these services, the service manager needs a
high-level journal and links to all incidents that the customers raise.
The company creates a new application, Intensive Care, and a table, u_intensive_care. While the table contains a
reference field for the customer name, there is no direct link to the user table. Thus, the manager cannot set up an
incident list filter for customers who are under intensive care using the condition builder.
Solution
Write a JavaScript function that uses a GlideRecord query to build an array of user sys_ids in the u_intensive_care
table (see sample code, below). Call the function from the condition builder in the Incident table (condition, Caller is
javascript:myFunction()).
function myFunction(){
var arrUsers = [];
gr = new GlideRecord('u_intensive_care');
gr.query();
while (gr.next()){
arrUsers.push(gr.u_customer.toString());
}
return arrUsers;
}
Breadcrumbs
77
Dynamic Filter Options

Dynamic filter options enhance filters by allowing users to run a set query against a reference field without having to
enter JavaScript code in the condition builder. All dynamic filter options use the is (dynamic) operator and call a
particular scripted filter.
Dynamic filter options are active by
default starting with the Dublin
release.
To create a dynamic filter option:
1. Create a scripted filter as a
client-callable script include or
business rule.
Dynamic operator with predefined Value
2. Navigate to System Definition > Dynamic Filter Options.

3. Click New.
4. Enter the Dynamic Filter Option form fields (see table).
5. Click Submit.
Field
Description
Label
Enter the text you want to appear as an option when a user selects the is (dynamic) operator.
Script
Enter the name of the function you created.
Field type
Select Reference.
Reference script
Select the client-callable script include or business rule you created for the scripted filter.
Referenced table
Select the table this filter option applies to.
Available for filter Select this option to display the option as a filter breadcrumb.
Order
Enter a number to designate the placement of this option in the filter option choice list.
Roles
Select the role a user must have to see this option.
Active
Enable or disable the option.
Default Dynamic Filter Options

The following dynamic filter options are available by default.
Target Table of Reference
Field
User [sys_user]
Option Label
Description
Me
The reference field contains the current user.
One of My
Assignments
The reference field contains the current user or someone for whom the current user is a
delegate for assignments.
One of My Approvals The reference field contains the current user or someone for whom the current user is a
delegate for approvals.
Group [sys_user_group]
Users With Roles
The reference field contains users that have any role.
One of My Groups
The reference field contains a group to which the current user belongs.
Breadcrumbs
Enhancements
Eureka
After you run a filter on a list, the column search fields are displayed and filled in with the corresponding search
criteria.
Dublin
Dynamic filter options have been added.
Using Filters
Overview
A filter is a set of conditions applied to a table in order to find and work with a subset of the data in that table. Users
can apply, modify, create, and save filters. The current filter is indicated by a hierarchical list of
conditionsbreadcrumbsat the top of the table.
Breadcrumbs
Breadcrumbs offer a quick form of filter navigation. They are ordered from left to right, with the leftmost condition
being the most general and the rightmost condition being the most specific. Clicking a breadcrumb removes all of the
conditions to its right. Clicking the condition separator (>) before a condition removes only that condition.
In the example, clicking Priority = 2
removes the condition Category =
Software and returns all active
incidents with a priority of 2. By
contrast, clicking the condition
Breadcrumbs
separator (>) before Priority = 2
removes the condition Priority = 2
and returns all active incidents in the software category. In both cases, removing a condition returns a larger results
set. Finally, clicking Incidents goes to the top of the hierarchy, removing all conditions and returning all incidents in
the system.
Click a breadcrumb to refresh the list of records and show the latest information from the database for those records.
78
Using Filters
79
Breadcrumb Context Menu

Additional navigational functions are available. Right-click a breadcrumb and select one of the following:
Open new window: opens the results list for the breadcrumb in a new tab or window.
Copy URL: copies to the clipboard the URL for the results list of the breadcrumb. Follow browser instructions if
browser security measures restrict this function.
Copy query: copies to the clipboard the encoded query for the breadcrumb. You can use this query in the URL of
an instance or in the reference qualifier field of a dictionary entry.
For example, if you are viewing a list of all active incidents with a high or medium impact, right-click the
breadcrumb and copy the query active=trueîmpact=1ÔRimpact=2. You can append this query to
the end of the instance URL:
https://{instance_name}/incident_list.do?sysparm_query=active=trueîmpact=1ÔRimpact=2.
This selection is not available for the All breadcrumb. Follow browser instructions if browser security measures
restrict this function.
Quick Filters
Right-click menu
To quickly filter a list using a value in a

field, right-click in the field and select Show
Matching or Filter Out (for date fields
choose from Show Before, Show After, and
Filter Out). These functions add a condition
as a rightmost breadcrumb of the current
filter.
In this example, right-clicking Active and
selecting Show Matching adds the
condition Incident state = Active as the most
specific condition of the filter. By contrast,
right-clicking Active and selecting Filter
Out adds the condition Incident state !=
Active as the most specific condition of the
filter.
Quick filters
For date and date-time fields you can also

use Show After or Show Before to define a
time based filter.
Using Filters
80
Creating Filters
A filter restricts what records appear in a list by providing a set of conditions each record must meet to be included
in the list. A condition consists of these parts:
Field: Each field contains data from a particular column in the list's table. Selecting a reference field allows you
to dot-walk to data from other tables.
Operator: Each field type has its own set of valid operators. The operator sometimes also determines if a value is
needed.
Value: Each field has its own set of valid values determined by the field type. Reference fields have access to
auto-complete, and choice lists provide a drop-down list of options.
Grouping: Each condition line is grouped with either an AND or OR connector. The filter requires all condition
lines linked with an AND connector to be met. The filter evaluates each condition line linked with an OR
connector separately.
Create filters on a list using the condition builder. To make the condition builder appear every time you open the list,
click the Pin/Unpin Filter icon / so that the pin is pressed down.
To create a filter:
1. Open the condition builder by clicking the arrow ( ) beside the breadcrumbs.
2. Select a field from the drop-down list.
The field type determines the available operators and values. For example, the Active field may have a value
of true, false, or empty, while a text field may have many different values. Similarly, the greater than operator
does not apply to the Active field, but it does apply to the Priority field. For more information, see Condition
Builders.
3. Select an operator from the drop-down list.
4. Select or enter a value, if appropriate.
5. Add or remove conditions to construct the desired filter:
To add a top-level condition, click Add AND condition
or Add OR condition on the condition builder
tool bar, above the conditions.
To add a dependent condition, click Add AND condition or Add OR condition beside the condition.
To remove a condition, click Delete beside the condition.
6. To specify the sort order of the results, click Add Sort , then select a field to sort by and a sort order.
7. Click Save to keep the filter for future use. For more information, see Saving Filters.
8. Click Run to apply the filter.
Note: To find all records that do not contain the specified value, create a filter with two conditions: [field] [is not] [value] or [field]
[is] [empty].
Using OR Conditions
The condition builder uses two different types of OR conditions, top level and dependent.
Using a dependent OR condition, you can specify alternative criteria to a single operation. Dependent OR conditions
work in the manner A and (B or C).
For example, to return a list of all unassigned problem and incident records from the Task table, create a filter with a
dependent OR on the Number field.
[Assigned to] [is] [empty] AND [Number] [begins with] [PRB] OR [Number] [begins with] [INC].
Using Filters
81
A top-level OR condition allows you
to display the results of multiple filter
criteria in a single list. Top level OR
conditions work in the manner (A and
B) or (C and D).
Dependent OR condition
For example, to return a single list of

all active incidents with a category of
hardware, and all inactive incidents
with a category of software, create two
condition sets separated by a top-level
OR condition.
[Active] [is] [true] AND [Category] [is] [Hardware]
[Active] [is] [false] AND [Category] [is] [Software]
Top-level
and
dependent
OR
conditions can be used together. Filters
using both types of OR conditions
work in the manner (A or B) or (C or
D). By mixing AND conditions with
top-level
and
dependent
OR
conditions, you can create very
specific filters.
Filtering on Multiple
String Values
For a string field, you can create a filter that searches for multiple values by creating a comma delimited list. This
feature enables administrators to copy and paste search criteria from a Microsoft Excel spreadsheet into a filter, for
example.
1. Create the filter with the is one of or is not one of operator.
All selections from the field's choice list appear.
2. Select one or more of the options by using multiple selection key commands.
The choice list remains visible.

3. Click Run to filter the list.
The filter conditions appear as a comma-delimited string at the top of the results list.
Using Filters
82
Using the Dynamic Operator

The dynamic operator, is (dynamic), lists predefined dynamic filter options where the condition value is computed
from a value in a reference field. For example:
Field
Caller
Operator
Dynamic FIlter Option
is (dynamic) Me
Assignment group is (dynamic) One of My Groups
Description
Computes the value of Caller based on the current user viewing the list.
Computes the value of Assignment group based on the current user viewing the list.
Saving Filters
Depending on your access rights, you may save filters for everyone, a user group, or yourself.
To save a filter:
1.
2.
3.
4.
Create or modify a filter.

Click Save.
Enter a name for the filter in the Save as field.
Select who the filter is Visible to:
To create a personal filter (all users), select Me.

To create a global filter (requires access rights), select Everyone.
To create a filter for a specific user group (requires access rights), select Group and then enter or search for
the group name.
5. Click Save.
Using Filters
83
Using Saved Filters

To apply a saved filter, select the filter name in the title menu. The filter runs and the breadcrumbs appear.
To edit or delete personal filters, select
Edit personal filters from the title
menu. The Filter [sys_filter] table
opens with the filter User = [current
user]. Filters created from this view
are saved as personal filters for the
current user.
Editing Saved Filters

An administrator can edit any filter.
Selecting a saved filter
1. Navigate to System Definition >

Filters.
2. Select the filter you want to edit.
3. Modify the Filter conditions. as necessary.

4. Click Update.
Deleting Filters
Administrators can delete any saved filter: global, group, or personal.
1. Navigate to System Definition > Filters.
To see who created the filter and when, personalize the list to add the created_by and created fields.
To see who has access to the filter, personalize the list to add the user, group, or domain fields. Filters that are
not assigned to a user or group are global.
2. Click the filter name and click Delete, then confirm the request.
Scripted Filters
The condition builder alone cannot create some filters, such as displaying a record set that is dependent on an
unrelated table. Administrators with a knowledge of JavaScript can create JavaScript functions for use in advanced
filters.
To use a scripted filter:
1. Create a new script include.
2. In the script include Script field, create a JavaScript function that returns an array of sys_ids.
Ensure that the function uses the same name as the script include.
Ensure that the script include is Active and Client callable.
3. Call the JavaScript function from the condition builder.
For more information, see GlideRecord queries and Script Includes.
Using Filters
84
Example
A company provides intensive care for a group of customers. To track these services, the service manager needs a
high-level journal and links to all incidents that the customers raise.
The company creates a new application, Intensive Care, and a table, u_intensive_care. While the table contains a
reference field for the customer name, there is no direct link to the user table. Thus, the manager cannot set up an
incident list filter for customers who are under intensive care using the condition builder.
Solution
Write a JavaScript function that uses a GlideRecord query to build an array of user sys_ids in the u_intensive_care
table (see sample code, below). Call the function from the condition builder in the Incident table (condition, Caller is
javascript:myFunction()).
function myFunction(){
var arrUsers = [];
gr = new GlideRecord('u_intensive_care');
gr.query();
while (gr.next()){
arrUsers.push(gr.u_customer.toString());
}
return arrUsers;
}
Dynamic Filter Options

Dynamic filter options enhance filters by allowing users to run a set query against a reference field without having to
enter JavaScript code in the condition builder. All dynamic filter options use the is (dynamic) operator and call a
particular scripted filter.
Dynamic filter options are active by
default starting with the Dublin
release.
To create a dynamic filter option:
Dynamic operator with predefined Value
2. Navigate to System Definition > Dynamic Filter Options.

3. Click New.
4. Enter the Dynamic Filter Option form fields (see table).
5. Click Submit.
1. Create a scripted filter as a

client-callable script include or
business rule.
Using Filters
85
Field
Description
Label
Enter the text you want to appear as an option when a user selects the is (dynamic) operator.
Script
Enter the name of the function you created.
Field type
Select Reference.
Reference script
Select the client-callable script include or business rule you created for the scripted filter.
Referenced table
Select the table this filter option applies to.
Available for filter Select this option to display the option as a filter breadcrumb.
Order
Enter a number to designate the placement of this option in the filter option choice list.
Roles
Select the role a user must have to see this option.
Active
Enable or disable the option.
Default Dynamic Filter Options

The following dynamic filter options are available by default.
Target Table of Reference
Field
User [sys_user]
Option Label
Description
Me
The reference field contains the current user.
One of My
Assignments
The reference field contains the current user or someone for whom the current user is a
delegate for assignments.
One of My Approvals The reference field contains the current user or someone for whom the current user is a
delegate for approvals.
Group [sys_user_group]
Users With Roles
The reference field contains users that have any role.
One of My Groups
The reference field contains a group to which the current user belongs.
Enhancements
Eureka
After you run a filter on a list, the column search fields are displayed and filled in with the corresponding search
criteria.
Dublin
Dynamic filter options have been added.
Reference Icon
Reference Icon
Overview
The reference icon appears to the left of a record on a list, or to the right of a reference field on a form populated
with a record. Pointing to the icon presents a read-only pop-up of the record's information:
Clicking the reference icon opens the referenced record.
Freezing the Pop-up

To freeze a pop-up, press the Shift key on the keyboard when pointing to the reference icon, and then move the
mouse cursor. The pop-up window remains on the screen until it is closed or another pop-up is displayed
On some UK keyboards, this behavior is achieved with the Alt key.
Clicking Through the Reference Icon

To navigate to the referenced record, click on the reference icon. Note that clicking through a reference icon
automatically saves the current record.
Windows Live
Users who are using the Windows Live Toolbar must disable the toolbar to use reference lookups.
86
Suggestion Fields
87
Suggestion Fields
Overview
A suggestion field allows users to select predefined text in addition to entering text. Any text or journal field may
offer suggested text, depending on setup.
To use suggested text in a form field:
1. Click the lightbulb (
) next to the field.
2. Click the suggested text to enter. For long text fields, select a label to view suggested text and then click Select to
enter the response.
Suggested text. Short fields.
Suggested text. Long fields.
Slushbucket
88
Slushbucket
Overview
Slushbuckets allow users to select multiple items from a list of available items. They are used in many operations,
such as personalizing lists, adding items to related lists, and service catalog list collector variables.
The slushbucket interface has two columns: the available items on the left and the selected items on the right.
To add items to the selection, double-click an available item (on the left), or select an item and click Add. The
new item is added at the bottom of the selected items column on the right.
To remove items from the selection, double-click the item on the right, or select the item and click Remove.
To select multiple consecutive items, hold Shift and click the first and last item.
To select multiple non-consecutive items, hold Ctrl (Command on Mac) and click the desired items.
Arranging Selections
Some slushbuckets allow users to customize the order of selections, such as when personalizing a form or list.
To move items one position, select the items and click Up or Down.
To move an item multiple positions, select consecutive items above or below the item then click Down or Up. In
this example, to move Assigned to to the top of the selections order:
1. Hold Shift and click Short description then Number.
2. Click Down.
Finding Available Items

Some slushbuckets provide filter and
search controls for available items,
such as adding items to related lists.
To filter available items, create
conditions using the condition
builder and click Run filter.
Example 1. Arrange items.
To search available items, enter

search text in the Search field. The
list of available items is filtered as
you type.
Slushbucket
89
Information Fields for

Available Items
Information fields for the highlighted
available item appear beneath some
slushbuckets. The information fields
are the same as the reference lookup
for a reference field on a form. To
modify
which
fields
appear,
personalize the reference lookup list.
Example 2. Filter items.
Setting the Number of

Items Visible in the
Available Column
Administrators can modify the glide.xmlhttp.excessive property to change the number of items that
appear in the Available column of the slushbucket. To modify this property:
1.
2.
3.
4.
Add the property to the System Properties [sys_properties] table.

Change the Type to Integer.
Enter a number in the Value field. The default value is 100.
Save the property.
Note: Selecting a number significantly higher than 100 can lead to performance issues on your instance as the data is loaded into
the slushbucket.
Tree Picker
Tree Picker
Overview
The tree picker is a special reference lookup for:
Configuration Items (CIs) for a field that is dependent on another CI field.
Reference elements for any hierarchical table. A hierarchical table is any table that has a parent field pointing
back at itself.
Values for a user reference that is dependent on the group.
Adding the Tree Picker Attribute

To change a lookup field into a tree picker:
1. Navigate to the dictionary entry for the field by right-clicking the field name and selecting Personalize
Dictionary.
2. Add tree_picker=true to the Attributes field. If there are multiple attributes, use a comma to separate them
without any spaces between.
90
Tree Picker
91
Example 1: Assignment Group

By default, the Assignment group field uses the tree picker attribute.
This presents a hierarchical tree view of the
reference field's options, which in this case is
groups. If a group has sub-groups, they appear in
the tree structure. It is possible to expand a group
to see its members, but members cannot be
selected.
Assignment group example
Note: You cannot customize the label names used in the tree picker. The label names are taken from the values in the table. For
example, the Assignment group choices come from the group names in the Groups table (in the Name column).
Tree Picker
92
Example 2: Simple Dependent fields

It is also possible to add the tree-picker attribute on a reference field that is dependent on a reference field of a
different type. For example, if Assigned to is dependent on Assignment group, it is possible to add the tree picker
attribute on Assigned to. The result is a one-node tree for the group and its members.
Example 3: Dependent fields

In this example, there are two CI reference fields, one dependent on the
other. The dependent one has the tree_picker attribute:
The tree picker on the Assigned to field
For this example, the configuration

item is Bond Trading. The tree picker
for the Dependent CI field shows all
downstream
and
upstream
relationships for that CI. The small
orange square icon above a
relationship indicates that the CI,
"lawson," already has an open task
against it. Pointing to the orange
square displays a pop-up with
information about the open task.
Dependent CI tree picker example
Note: Dependencies for CIs are enforced only when the dictionary entry for the reference field has tree_picker=true in the
Attributes field.
Condition Builder
93
Condition Builder
Overview
A condition builder constructs a condition statement with a series of contextually generated fields. Condition
builders are used in many operations, such as creating filters, administering surveys, and administering access
control.
Condition Builder Format

A condition consists of three parts:
Field: a choice list based on the table and user access rights. The choice list includes fields on related tables by
dot-walking.
Operator: a choice list based on the field type. For example, in the Incident table, the greater than operator does
not apply to the Active field but it does apply to the Priority field. For a full list, see operators.
Value: a text entry field or a choice list, depending on field type. For example, in the Incident table, the Active
field offers a choice list with the values true, false, and empty, while the Short Description field offers a text
entry field.
Building Conditions
To add a dependent condition, click Add AND condition (
) or Add OR condition (
) next to the condition.
To add a top-level condition, click Add AND condition or Add OR condition on the condition builder toolbar,
above the conditions.
To remove a condition, click Delete (
) next to the condition.
Filtering on Empty Fields

Example Condition. Active is true and Caller is not empty.
Example Condition. State is Closed Incomplete or State is Closed Skipped.
Most filter operations do not return

empty fields in their result set. You can
create a filter that displays records with
an empty field value in addition to
records that match the initial filter
conditions. For example, when
viewing all records that are assigned to
the Hardware group, to include
records with an empty Assignment
group field:
1. Create the filter condition Assignment group is Hardware.
This condition does not return those records where the Assignment group field is empty.
2. Click OR next to the original filter condition.
3. Create an additional filter condition of Assignment group is empty.
4. Run the filter.
Condition Builder
94
Operators
Several logical operators are available for each field type when creating a condition.
Field type
Operators
Field type
Operators
String:
starts with (case sensitive) Reference:

ends with (case sensitive)
contains
does not contain
is
is not
is empty
is not empty
matches pattern
matches regex
is anything
is one of
is empty string
is same as
is different
is
is not
is empty
is not empty
starts with (case sensitive)
contains
does not contain
is anything
is empty string
is same as
is different
Date-time:
on
not on
at or before
before
after
at or after
between
trend
relative
is empty
is not empty
is anything
is same
is different
is more than
is less than
Numeric:
is
is not
is empty
is not empty
less than
greater than
less than or is
greater than or is
is anything
is same as
is different
Choice list (integer):
is
is not
is one of
is not one of
is empty
is not empty
less than
greater than
less than or is
greater than or is
is anything
is same as
is different
Choice list (string):
Boolean:
is
is not
is empty
is not empty
is anything
is same as
is different
Event:
is
is not
is one of
is not one of
contains
starts with (case sensitive)
does not contain
is anything
is same as
is different
Note: These operators are available for Email notification conditions.
changes
changes from
changes to
Condition Builder
is (dynamic)
95
Me
One of My Assignments
One of My Approvals
Users With Roles
One of My Groups
Note: These operators return records that have a matching value in the fields you are querying. They do not return records with null
values in the queried fields. To return records with null values, use the is empty operator.
Values for Date/Time Fields

When you filter on fields of type Date/Time, such as the Created field on any task record, several time-related
options are available like Today, This week, Last 3 months, and so on.
For example, at 12 P.M. on June 1st, a user in New York filters a list of incidents using the Created on Today
condition. The resulting list shows all incidents created during the last six hours: between midnight (00:00:00) and
the user's current time, noon (12:00:00), on June 1st. A filter for This week returns incidents created between the
previous Monday at midnight to the current day and time. A filter for Last 3 months returns incidents between
midnight on the 1st of the month, three full months ago. For example, if you choose the Last 3 months filter on
April 15th, the results show records created since January 1st. The system calculates January, February, and March
as the last three full months.
For the at or before and at or after filters, use midnight as a start or end point. For example, if you filter a list of
incidents created at or after Yesterday, the resulting list shows all incidents created at midnight yesterday or later.
If it is Thursday August 7 and you filter a list of incidents created at or before Last week, the resulting list shows all
incidents created at and before midnight on Sunday August 3, which is the end of last week.
Enhancements
Eureka
The glide.list.filter_max_length property allows administrators to set a maximum character limit
for a condition builder query.
Dublin
The is (dynamic) operator is available for dynamic filter options.
Calgary
Several new operators are available to compare field values. Use field comparison to evaluate equality between
fields on the same table or on related tables. New logical operators provided by field comparison appear in the list
of available operators by field type.
Response Time Indicator
96

Overview
A response time indicator may appear at the bottom right of forms and lists. This indicator provides the processing
time, including the total time and the time for each step, for a completed transaction. The following example shows
the response time for retrieving a filtered list in a demo instance.
The response time text is:
Response time(ms): 499, server: 155 network: 172 browser: 172
In this example, the transaction took the following amount of processing time:
499 milliseconds total time
155 milliseconds on the server
172 milliseconds moving data across the network
172 milliseconds in the browser, rendering the HTML and parsing and executing JavaScript
Response time appears on most pages. However, it does not appear for simple operations (such as paging through a
set of records or changing the sort order of a list) or for the first transaction in a session.
To hide the response time, click the clock (
). Click the clock again to show the response time.
Point to the clock to view a tool tip with the response time.
To view a detailed breakdown of the browser processing time on forms, click browser.
97
Administrators can disable
response time by setting
glide.ui.response_time
property to false.
Form Browser Response Time
Cancelling a Transaction
Overview
A user may cancel a transaction that takes longer than expected. Examples may include:
Sorting a large number of records by an unindexed string field.

Grouping a large table on a field with predominantly distinct values.
Exporting all rows from a large table.
Testing a poorly scripted business rule with an infinite JavaScript loop.
Note: You cannot cancel an import with these controls.
the
the
Transaction Cancel Timer

During a transaction, a timer and a red cancellation button appear in the banner frame.
To cancel the transaction, click the cancellation button. The timer indicates that the transaction is being cancelled.
The timer indicates when the transaction is cancelled.
If the entire transaction completes successfully without user intervention, the timer indicates when the transaction
completes.
98
99
Administration
Properties
Administrators can configure behavior of the transaction cancel capability using the following properties.
Property
Definition
Location
com.glide.request_manager.active
Let users cancel long running transactions (enabled by

default).
Open the sys_properties

table.
glide.ui.transaction.long_response.time
Delay in seconds before the cancel transaction button

appears for a long-running transaction.
System Properties > UI

Properties
Logging
Canceled transactions appear in the Transaction Log with "CANCELLED: " appended to the URL. Transactions
canceled by a user are logged differently than transactions canceled by Transaction Quotas.
100
Introduction to Searching
Text Search Plugin
Overview
Global text search finds records in multiple tables from a single search
field.
To perform a global text search, click in the search box (located in the
upper right of the banner frame) or press Access Key [1] + S.
Search results are grouped into logical collections called search groups.
Users can search the groups for which they have access rights. Within
each search group, results are divided by table. Administrators may customize search groups. The default search
groups are:
Global text search
Tasks: e.g., Incidents, Change Requests, Problems

Policy: e.g., Business Rules, UI Policy, Client Scripts
People & Places: e.g., Users, Groups, Locations, Companies
Knowledge & Catalog: Knowledge Base and Service Catalog
Knowledge and Service Catalog results are displayed as they are in their respective applications, while other results
are displayed in list format.
Search Suggestions
Type-ahead suggestions
The knowledge base and global text
searches provide suggestions as you
type. Type-ahead suggestions appear
under the search box. Suggestions are
based on similar searches that begin
with the same characters.
Example. Search results for network.
Text Search Plugin
101
"Did you mean?" suggestions
Type-ahead search
The knowledge base and global text searches provide

Did you mean? suggestions. Suggestions appear if your
original search does not return any results and an alternate
spelling or similar recent search does. For example, if you
misspell a search term (such as eail), the correct spelling
(email) may appear as a suggestion. Suggestions appear
beneath the search box on the results page.
Note: Administrators must enable the "Did you mean?" properties for users to see these suggestions.
Controlling the Results

You See
Did you mean? suggestions
Text Search Groups

Navigating to System Definition > Search Groups displays the record list of the groups that global search results
will be organized in. These groups can be modified as filters. For instance, by default the Policy group returns results
for active scripts. Changing the conditions in the Policy record can return results for all scripts, rather than just active
ones.
Collapse or Expand Results

You can collapse/expand each search group and search table as you wish, and your settings are used for subsequent
searches if you choose. For example, if you are rarely interested in Policy or Core Items search results, but still wish
to search them each time, you can collapse them.
Text Search Plugin
Deselect Results
If you do not want to search some groups or tables, you can deselect a search group or table on a per-user basis. Your
preference is saved for subsequent searches. To deselect a search group, uncheck its checkbox on the search results
page:
If you click a search group's link (e.g., the blue "Tasks" link in the above screenshot), you will get a dialog where
you can deselect specific tables in each group:
Preferences
Click the Search tips and preferences link to set the following personal Global Text Search preferences:
Use remembered expand / collapse preferences - specifies whether you want the collapse state of any search
groups/tables remembered for your next search. For example, when checked, if you collapse the search results for
the "People & Places" search group, it will be collapsed on your next search. When unchecked, all groups/tables
are expanded for every search.
Show list of tables with no search matches - specifies whether or not you wish to see a summary of tables that
had no search matches. For example: No matches for Requests, Catalog Tasks, Tickets
Show selectable search groups - hides or displays the search group checkbox row
Show groups with no search matches - if unchecked, hides a search group if it returns no matches. If checked,
you get a placeholder row telling you there were no matches for that group.
Return task record if searching for exact number - if unchecked, displays the full search results page even if
the search term matches a task number. If checked, you get the task record when the search term matches a task
number.
102
Text Search Plugin
103
Searching Knowledge
Overview
The knowledge search lets all users search the ServiceNow knowledge base for specific articles or topics and then
filter, organize, and refine search results, depending on administrator settings. Use the Advanced search link to
filter search results by topic, category, and search location.
By default, only published articles that have not passed their valid to date appear in knowledge searches for most
users. Draft and review articles appear to users with role-based permissions. Administrators can change the roles that
see draft or review articles, as needed.
In addition to the search options above the knowledge portal, you can search the knowledge base from:
Global text search: available to users with role-based permissions, the global text search field in the banner
frame searches the knowledge base as well as other types of records to which you have access rights.
Forms: the knowledge icon ( ) appears beside certain fields. Click the icon to launch a knowledge search for
the field's text. The search results appear in a pop-up window. This icon appears beside the Short description
field on the Incident and Problem forms by default; administrators may add it to other forms.
Content pages: created with the Content Management System (CMS), content pages can include knowledge
search options.
By default, knowledge searches also search the contents of attachments. Administrators can enable or disable this
feature.
Note: Knowledge search terms are stemmed
[1]
, meaning that searches may return similar words.
Searching Knowledge
104
Search Suggestions
Type-ahead suggestions
The knowledge base and global text searches provide suggestions as you type. Type-ahead suggestions appear under
the search box. Suggestions are based on similar searches that begin with the same characters.
"Did you mean?" suggestions
Type-ahead search
The knowledge base and global text searches provide

Did you mean? suggestions. Suggestions appear if your
original search does not return any results and an alternate
spelling or similar recent search does. For example, if you
misspell a search term (such as eail), the correct spelling
(email) may appear as a suggestion. Suggestions appear
beneath the search box on the results page.
Note: Administrators must enable the "Did you mean?" properties for users to see these suggestions.
Sorting Search Results
Did you mean? suggestions
By default, knowledge search results

are ordered by view count (Number of
Views) only - the article with the
highest view count appears at the top,
and so on.
The articles viewed most frequently over the past 30 days (default) appear at the beginning and the least viewed
articles appear at the end. Administrators can modify the time period considered when sorting by view count.
Select an option from the Sort by field to sort by relevancy or by date modified, rather than view count.
Note: The sort option selected for Sort by is the only sorting factor applied; the other factors are not considered for secondary
ranking. So, for example, if you select to sort by Relevancy, and the search returns several results with the same relevancy values, the
Number of Views or Last modified values are not considered when ordering these same-value results.
Searching Knowledge
105
Refining Search Results

Refine search results with the Advanced search link and the Refine results box on the search results page.
Availability of these options depends on administrator settings.
Advanced search: use the advanced search options to filter results by topic or category and to search sources
other than the knowledge base, such as the ServiceNow Wiki or Google. By default, these options appear when
you click the Advanced search link beside the knowledge search field.
Refine results: click a topic or
category in the Refine results box
to see only articles in the selected
topic or category.
Advanced Search
After refining a search, you can either refine it further or return to search
all articles:
Refine search results
Searching Knowledge from Forms

The knowledge search icon (
) appears beside the Short description field on
the Incident and Problem forms by default. Administrators can add the icon to
other fields and forms and customize the search function.
Refine further or return
Click the icon to search the knowledge base for the text in the associated field. Search results appear in a pop-up
window, eliminating the need to navigate away from the current page. The pop-up results window offers the same
options for refining the search as the standard search results page.
When viewed from the pop-up window, the article view includes an Attach to Task button; the button name
changes to reflect the active form. Click this button to attach the article to the current incident, problem, or other
record. Other users who open the same record can refer to the attached knowledge articles, as needed.
Users with the admin or knowledge_admin role also see an Edit Article button. Click this button to open the article's
Knowledge form.
Searching Knowledge
106
Using Language-Based Knowledge Searches

If knowledge management internationalization is active in your instance, advanced search includes a Language
option. Select a language to search the knowledge base for articles in that language.
Note: The language selection applies only to knowledge searches.
If more than one translation of an article is available, the Language box appears in article view. Click a language
link to display the article in the selected language.
Searching Knowledge
Searching with International Character Sets

Zing indexes the full range of Unicode characters to provide i18n support for searches.
How Zing Analyzes Characters

For Zing indexing and queries, documents are treated as a sequence of words. Words may be a single character
(typical for Chinese and Japanese pictograms), or they may be space-separated sequences of letters (typical of Latin,
Arabic, and Pinyin languages).
When dividing a document into words, Zing uses the following rules to interpret Unicode characters.
Punctuation: Some punctuation and symbols are indexed in special cases (see How Punctuation Affects Search
Results). In all other cases, punctuation characters are converted to spaces. Spaces define the basic unit of word
separation.
Pictograms: Each Chinese or Japanese pictogram is indexed as a separate word (as if it were a single Latin-1
character surrounded by spaces).
Letter: All other characters (such as Latin-1, Arabic, or Pinyin) are individual letters of space separated words.
Sequences of letters define indexable words.
Wildcards and i18n

Wildcard text searches (with "*" and "%") are only effective with multiple character words. A wildcard within a
sequence of pictogram characters returns too many options for an efficient search. Wildcards are best used with
letter-based words.
Stemming and i18n

During queries, search terms that are not part of phrases (not enclosed in quotation marks) are generalized to their
"stemmed" word. Stemming removes a variety of common inflections, such "-s", "-es", "-ing", or "-ed". All words
with a common stem are treated as synonyms of the original search term. Zing uses the Porter stemmer [1], which is
most effective for English text.
References
[1] http:/ / en. wikipedia. org/ wiki/ Stemming
107
Text Index Attachment Plugin

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

Text indexing supports these file types:
.doc
.htm
.html
.ini
.pdf
.ppt
.reg
.txt
.xls
Starting with the Calgary release:
.docx
.dotx
.dot
.pptx
.potx
.pot
.xlsx
.xltx
.xlt
108
Enabling Attachment Indexing on a Table

Warning: Enabling or disabling attachment indexing causes the platform to reindex the entire table, including its parent table and
the parent table's other children. For instance, enabling attachment indexing on the Incident table reindexes the Task table and all
of its children, although attachments are indexed only for the Incident table. For large tables, such as the Task table, this may take
several hours and slow down the system, so this is best performed during non-peak time.
1. Navigate to System Definition > Dictionary and select the record for the table.
2. Add the following to the Attribute field:
attachment_index=true
3. Click Update.
The indexing process begins. When it is complete, attachments can be searched on that table.
Note: The attachment indexing attribute only applies to the tables on which you explicitly add it. It does not cascade to child tables.
For example, indexing attachments on the cmdb_ci table does not index attachments on the cmdb_ci_computer table.
To disable attachment indexing, remove the attribute.
Debugging Attachment Indexing

To change debugging options for attachment indexing, add these system properties (Calgary release):
glide.ts.index.attachment.debug: when the value is set to true, enables log messages for exceptions
that occur when indexing attachments (default is false).
You can leave this property enabled during normal operations to capture stack trace information about any
exceptions.
glide.ts.index.attachment.list_terms.debug: when the value is set to true, logs all indexed
terms when an attachment is indexed (default is false).
[Recommended] For optimal performance, set this property to false during normal operations. Only enable this
property when you are actively debugging an issue.
Enhancements
Calgary
Attachment indexing now supports Microsoft Office (2007 and greater) Open XML file formats.
New properties are available to help administrators debug attachment indexing.
109
Enabling Attachment Indexing

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

Text indexing supports these file types:
.doc
.htm
.html
.ini
.pdf
.ppt
.reg
.txt
.xls
Starting with the Calgary release:
.docx
.dotx
.dot
.pptx
.potx
.pot
.xlsx
.xltx
.xlt
110
Enabling Attachment Indexing on a Table

Warning: Enabling or disabling attachment indexing causes the platform to reindex the entire table, including its parent table and
the parent table's other children. For instance, enabling attachment indexing on the Incident table reindexes the Task table and all
of its children, although attachments are indexed only for the Incident table. For large tables, such as the Task table, this may take
several hours and slow down the system, so this is best performed during non-peak time.
1. Navigate to System Definition > Dictionary and select the record for the table.
2. Add the following to the Attribute field:
attachment_index=true
3. Click Update.
The indexing process begins. When it is complete, attachments can be searched on that table.
Note: The attachment indexing attribute only applies to the tables on which you explicitly add it. It does not cascade to child tables.
For example, indexing attachments on the cmdb_ci table does not index attachments on the cmdb_ci_computer table.
To disable attachment indexing, remove the attribute.
Debugging Attachment Indexing

To change debugging options for attachment indexing, add these system properties (Calgary release):
glide.ts.index.attachment.debug: when the value is set to true, enables log messages for exceptions
that occur when indexing attachments (default is false).
You can leave this property enabled during normal operations to capture stack trace information about any
exceptions.
glide.ts.index.attachment.list_terms.debug: when the value is set to true, logs all indexed
terms when an attachment is indexed (default is false).
[Recommended] For optimal performance, set this property to false during normal operations. Only enable this
property when you are actively debugging an issue.
Enhancements
Calgary
Attachment indexing now supports Microsoft Office (2007 and greater) Open XML file formats.
New properties are available to help administrators debug attachment indexing.
111
Enabling Text Search in Record Lists
112

Overview
Administrators can enable text searches for any table or field. For example, Incident lists provide an option to search
for text, which searches all field on the records. This feature is enabled by default for several tables, including
Incident, and Change.
Note: The Search For text option only appears for tables that are text indexed.
Enabling Text Searches on Tables

To add the Search for text option to a table:
1. Navigate to System Definition > Dictionary
2. Click the table name to open the dictionary entry.
A table in the System Dictionary is a record that has a Table name but no Column name.
3. Select the Text index check box to enable text indexing for text fields on the table.
4. Click Update.
The Search for text option now appears on the list view for the table.
5. Click Generate Text Index.
This process may take a while to complete, and you may notice performance degradation or incomplete search
results while the index is being generated. To view indexing progress, see Viewing Text Indexing Statistics
and Status.
Regenerating Text Indexes for Tables

To regenerate the text index for a table, open the system dictionary record for the table and click the Generate Text
Index related link. In the dialog box, select whether to enable email notification when this table is indexed and click
OK.
Stop Words
Stop words are common words that are not indexed because they are not meaningful in search results. Articles,
conjunctions, personal pronouns, and prepositions are examples of stop words that are not used in keyword searches.
Administrators can configure stop words for all indexed tables and for specific tables. See Administering ZIng Text
Search.
113
Searching Mobile Lists

Overview
Use the gear widget in the upper right corner of a mobile list to perform the following tasks:
Execute a for text keyword search if the table is text indexed.

Sort the list by a selected display field (in either ascending or descending order).
Go to the first record in the list that starts with a specified value for a selected display field.
Control the number of rows (records) displayed on each list page.
For Text Searches

The for text search enables a user to locate records that contain particular keywords. This option is only available if
the table has been text-indexed.
To perform this type of search
1. Select for text from the drop-down list.
2. Enter one or more keywords in the search field.
3. Click Go.
This example searches for the keyword email in incidents.
114
Sorting
The list may be sorted by any field displayed on the list. To sort list, select the name of the field, and then choose
either a to z or z to a depending on whether you want the results sorted in ascending or descending order.
This example shows incidents sorted by number in descending order.
115
116
Go To Searches
Locate the first record that starts with a certain value in a specified field and all records that follow it by selecting a
field and entering a text value. (When the specified field is Number, the Go To search finds all records the end with
the entered value.) For example, here we want to find incidents that have a short description that begins with SAP:
Note: It is best to set a sort order of a to z when doing a go to search.
Number of Rows
The number of rows displayed on mobile lists is a user preference that is separate from the number of rows displayed
on desktop browser lists. This enables users to display a different number of rows on a mobile device as compared to
a desktop. To adjust this value, simply select a new number of rows and click Go.
Article Sources and Contributors
Article Sources and Contributors

ServiceNow Basics Source: http://10.4.248.134/index.php?oldid=119428 Contributors: Cheryl.dolan, Rachel.sienko, Vaughn.romero
Technical Support Source: http://10.4.248.134/index.php?oldid=231522 Contributors: Bob.Alexander, CapaJC, David Loo, G.yedwab, Gadi.yedwab, Garrick.vance, Guy.yedwab,
Heidi.schnakenberg, Ishrath.razvi, Jared.laethem, Jennifer.harvey, Jessi.graves, Jessica.huerta, Joey.mart, Joseph.messerschmidt, Lawrence.eng, Nicholas.roberts, Prasad.Rao, Rachel.sienko,
Steven.wood, Suzanne.smith, Vaughn.romero, Vhearne, Wallymarx
Requesting Enhancements to Your ServiceNow Instance Source: http://10.4.248.134/index.php?oldid=231645 Contributors: CapaJC, Cheryl.dolan, G.yedwab, Gadi.yedwab, Guy.yedwab,
Joseph.messerschmidt, Rachel.sienko, Steven.wood, Suzanne.smith, Vhearne, Wallymarx
Upgrades and the Release Cycle Source: http://10.4.248.134/index.php?oldid=238299 Contributors: Andrew.martin, Cheryl.dolan, Joseph.messerschmidt, Nicholas.roberts, Rachel.sienko,
Suzanne.smith, Vaughn.romero
Upgrade History Source: http://10.4.248.134/index.php?oldid=238811 Contributors: Cheryl.dolan, G.yedwab, Joseph.messerschmidt, Juell.solaegui, Pat.Casey, Publishing.user, Rachel.sienko,
Steven.wood, Vaughn.romero
Troubleshooting Guide Source: http://10.4.248.134/index.php?oldid=231652 Contributors: Emily.partridge, G.yedwab, Guy.yedwab, Joseph.messerschmidt, Rachel.sienko
Navigating Applications Source: http://10.4.248.134/index.php?oldid=231995 Contributors: Cheryl.dolan, Joseph.messerschmidt, Liz.malone, Rachel.sienko
Navigating by URL Source: http://10.4.248.134/index.php?oldid=237152 Contributors: CapaJC, Cesar.sandoval, Cheryl.dolan, Emily.partridge, G.yedwab, Gflewis, Guy.yedwab,
Jared.laethem, John.andersen, Joseph.messerschmidt, Kdooren, Phillip.salzman, Rachel.sienko, Steven.wood, Valor
Using Lists Source: http://10.4.248.134/index.php?oldid=237205 Contributors: CapaJC, Cheryl.dolan, Davida.hughes, Emily.partridge, Joseph.messerschmidt, Liz.malone, Peter.smith,
Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith
Editing Lists Source: http://10.4.248.134/index.php?oldid=234146 Contributors: Cheryl.dolan, Davida.hughes, Emily.partridge, Joseph.messerschmidt, Rachel.sienko, Steven.wood
Creating Personal Lists Source: http://10.4.248.134/index.php?oldid=224722 Contributors: Cheryl.dolan, Davida.hughes, Liz.malone, Phillip.salzman, Rachel.sienko, Steven.wood
View Management Source: http://10.4.248.134/index.php?oldid=228275 Contributors: Brozi, CapaJC, Cheryl.dolan, Emily.partridge, Fred.luddy, G.yedwab, Guy.yedwab,
Joseph.messerschmidt, Phillip.salzman, Rachel.sienko, Rob.woodbyrne, Vhearne
Exporting Data Source: http://10.4.248.134/index.php?oldid=239046 Contributors: Aburruss, CapaJC, Christen.mitchell, David Loo, David.Bailey, Dkearney, Emily.partridge, G.yedwab,
Guy.yedwab, John.roberts, Joseph.messerschmidt, Ludwig.adriaansen, Mark.stanger, Neola, Steven.wood, Vaughn.romero, Vhearne
Uploading Attachments Source: http://10.4.248.134/index.php?oldid=234725 Contributors: CapaJC, Cheryl.dolan, Emily.partridge, Fred.luddy, G.yedwab, Guy.yedwab, Jared.laethem,
Joe.Westrich, Joseph.messerschmidt, Mark.stanger, Phillip.salzman, Rachel.sienko, Rob.woodbyrne, Steven.wood, Vhearne, Wallymarx
Using HTML Fields Source: http://10.4.248.134/index.php?oldid=238908 Contributors: Cheryl.dolan, David.Bailey, Emily.partridge, Eric.jacobson, G.yedwab, Guy.yedwab, Joe.Westrich,
Joseph.messerschmidt, Liz.malone, Phillip.salzman, Publishing.user, Rachel.sienko, Steven.wood
Adding Media to HTML Fields Source: http://10.4.248.134/index.php?oldid=194945 Contributors: Cheryl.dolan, David.Bailey, Eric.jacobson, G.yedwab, Joe.Westrich, Joseph.messerschmidt,
Neil.narvaez, Rachel.sienko, Steven.wood
Dot-Walking Source: http://10.4.248.134/index.php?oldid=237705 Contributors: Cheryl.dolan, G.yedwab, Guy.yedwab, Joseph.messerschmidt, Rachel.sienko, Steven.wood, Vaughn.romero
Breadcrumbs Source: http://10.4.248.134/index.php?oldid=59268 Contributors: Cheryl.dolan, Chuck.tomasi, Davida.hughes, Emily.partridge, John.roberts, Joseph.messerschmidt, Liz.malone,
Ludwig.adriaansen, Peter.smith, Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith, Vaughn.romero
Using Filters Source: http://10.4.248.134/index.php?oldid=59269 Contributors: Cheryl.dolan, Chuck.tomasi, Davida.hughes, Emily.partridge, John.roberts, Joseph.messerschmidt, Liz.malone,
Ludwig.adriaansen, Peter.smith, Phillip.salzman, Rachel.sienko, Steven.wood, Suzanne.smith, Vaughn.romero
Reference Icon Source: http://10.4.248.134/index.php?oldid=127198 Contributors: CapaJC, Cheryl.dolan, G.yedwab, Guy.yedwab, Imartez, Joseph.messerschmidt, Myla.jordan, Pat.Casey,
Ray.LeBlanc, Rob.woodbyrne, Steven.wood, Vhearne
Suggestion Fields Source: http://10.4.248.134/index.php?oldid=75119 Contributors: CapaJC, Cheryl.dolan, Guy.yedwab, Joe.Westrich, Rachel.sienko, Vhearne
Slushbucket Source: http://10.4.248.134/index.php?oldid=218094 Contributors: CapaJC, Cheryl.dolan, G.yedwab, Guy.yedwab, Phillip.salzman, Rachel.sienko, Suzanne.smith, Vhearne
Tree Picker Source: http://10.4.248.134/index.php?oldid=231208 Contributors: CapaJC, Cheryl.dolan, Don.Goodliffe, Guy.yedwab, Phillip.salzman, Vhearne
Condition Builder Source: http://10.4.248.134/index.php?oldid=238775 Contributors: Cheryl.dolan, Guy.yedwab, Joseph.messerschmidt, Peter.smith, Phillip.salzman, Publishing.user,
Rachel.sienko, Suzanne.smith, Vaughn.romero
Response Time Indicator Source: http://10.4.248.134/index.php?oldid=104994 Contributors: Cheryl.dolan, Guy.yedwab, Rachel.sienko
Cancelling a Transaction Source: http://10.4.248.134/index.php?oldid=232471 Contributors: CapaJC, Cheryl.dolan, Guy.yedwab, Joseph.messerschmidt, Neola, Rachel.sienko, Steven.wood
Text Search Plugin Source: http://10.4.248.134/index.php?oldid=79507 Contributors: CapaJC, Cheryl.dolan, G.yedwab, Guy.yedwab, Joseph.messerschmidt, Neola, Rachel.sienko,
Steven.wood, Vhearne, Voytek.blonski
Searching Knowledge Source: http://10.4.248.134/index.php?oldid=162220 Contributors: Cheryl.dolan, David.Bailey, Rachel.sienko
Text Index Attachment Plugin Source: http://10.4.248.134/index.php?oldid=123273 Contributors: CapaJC, Cheryl.dolan, Emily.partridge, G.yedwab, Guy.yedwab, Joseph.messerschmidt,
Peter.smith, Rachel.sienko, Steven.wood, Vaughn.romero
Enabling Attachment Indexing Source: http://10.4.248.134/index.php?oldid=234726 Contributors: CapaJC, Cheryl.dolan, Emily.partridge, G.yedwab, Guy.yedwab, Joseph.messerschmidt,
Peter.smith, Rachel.sienko, Steven.wood, Vaughn.romero
Enabling Text Search in Record Lists Source: http://10.4.248.134/index.php?oldid=128940 Contributors: CapaJC, Dlytle, Guy.yedwab, Joseph.messerschmidt, Rachel.sienko, Steven.wood,
Vhearne
Searching Mobile Lists Source: http://10.4.248.134/index.php?oldid=100976 Contributors: Cheryl.dolan, Eric.jacobson, Joseph.messerschmidt, Neola, Rachel.sienko, Steven.wood
117
Image Sources, Licenses and Contributors

Image:Use_small.png Source: http://10.4.248.134/index.php?title=File:Use_small.png License: unknown Contributors: Joseph.messerschmidt
Image:IRP_possible_solutions.png Source: http://10.4.248.134/index.php?title=File:IRP_possible_solutions.png License: unknown Contributors: Suzanne.smith
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Introduction to ServiceNow

Support Best Practices

Clearly identify the issue or question.

Submitting a Non-Outage Incident

Incident Record Producer

If you found an answer to

Incident Record Producer - Additional Information

1. Navigate to Self-Service > Incidents > Create New Incident.

Incident Record Producer - Additional Information for Outages

To stop and not submit an

If you still need to file the

Determining Incident Priority

Any defect that causes an instance to be unavailable.

Any defect that causes a mission-critical function to fail.

Any request or defect that is significantly impeding work or progress.

Opening an Incident Tutorial

Opening a Repeat Incident

3. Click Open Repeat Incident.

Viewing Customer Support Requests

Submitting Service Requests

by using the following modules in the

VPN Request Form

Customer Admin Role

Requesting Enhancements to Your ServiceNow Instance

Requesting Enhancements to Your ServiceNow

Creating Enhancement Requests

Viewing and Editing

Enhancement Request Form

Navigate to Self-Service >

Navigate to Self-Service >

Requesting Enhancements to Your ServiceNow Instance

Importance of the enhancement request: High, Medium, or Low.

A brief description of the enhancement request.

Documentation about the request, such as business cases or use cases.

Upgrades and the Release Cycle

Introduces new features.*

Applied automatically during the rollout

Supports existing functionality with a collection of problem fixes.

Applied as needed on a per customer basis.

Supports existing functionality with a specific problem fix for a feature

Applied as needed on a per customer basis.

Upgrades and the Release Cycle

How do I obtain the release?

Is the release visible when

Is there a maximum number of

Receive an invitation and entitlement from

Yes, for customers with an invitation and

Request the upgrade or be auto-upgraded

Yes, for customers with an entitlement

Request and receive the upgrade at any time or be

Yes, for all customers

New features are released in Feature Release 1.

Release Notes for Feature Releases

Upgrades and the Release Cycle

Scheduled Upgrades FAQs

Can I reschedule or cancel a ServiceNow scheduled upgrade?

How should I prepare for a scheduled upgrade?

Will the upgrade break my customizations?

What features will be turned on by default?

Upgrades and the Release Cycle

Will my system be operational while the upgrade is running?

Who do I contact for questions about new features?

Name of the previous .war file.