Administrators can impersonate other authenticated users for testing purposes and view impersonation logs.

When impersonating another user, the administrator has access to exactly what that user can access in the system, including the same menus and modules. The instance records anything the administrator does while impersonating another user as having been done by that user.

A user can temporarily become another user for testing purposes by Impersonating users from the User menu.

Ensure you properly log out and log in after the impersonation is completed. When you attempt to impersonate a locked or inactive user, the system forces a logout after you generate an event or click a link. All changes made while using impersonation affect the current session.

Screenshot: Impersonating a user for testing purposes

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Every import must have at least one Transform Map.

Coalescing before transforming is recommended in imports with duplicate records in the target table where duplicates are not desired. However, coalescing is never required.

Developers can reuse staging tables.

Not all applications have imported data, so staging tables are not part of every application.

The fields of all other data types do not have to be mapped; developers do not need to import all columns from the staging table.

Screenshot: The transform map with mapped fields targeting the Incident table

Diagram: Import process transform

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You can add reports to forms such as change requests and configure the report visualisations to display information relevant to the user of the form. The configuration is specific to the current view.

Using Chart data type, users can add a report to a form.

The following report types are not supported on forms: List, Pivot, Multilevel Pivot, Calendar, and Single Score.

You can use chart sections to display time series or single score reporting charts and performance analytics scores. Charts give your managers or owners indications on trends or items which require their attention.

The chart screen supports the following report types:

Time Series

Bar

Pie

To use a chart screen, you will first need to create a dashboard preview that will link to your chart screen.

Screenshot 1: Adding a chart to the incident form with a desired label

Screenshot 2: Configuring a Form Chart that is added to the incident form

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Creating an email notification involves specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.

Use the following tabs in the Notification form to configure an email notification:

When to send — Conditions required to send the notification.

Who will receive — Recipients of the notification.

What it will contain — Contents of the notification.

What Digest will contain — Contents of the email digest if the notification can be delivered in a digest.

Note: If you do not see all the fields on the form, switch to the Advanced view.

You can identify if a record insert or update triggers a notification from the 'When to send' tab/section of the email notification.

Screenshot: Different tabs in the Notification form

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Client scripts allow the system to run JavaScript on the client (web browser) when client-based events occur, such as when a form loads, after form submission, or when a field changes value.

You can use client scripts to configure forms, form fields, and field values while the user is using the form. Client scripts can:

make fields hidden or visible

make fields read-only or writable

make fields optional or mandatory based on the user's role

set the value in one field based on the value in other fields

modify the options in a choice list based on a user's role

display messages based on a value in a field

There are four types of client scripts:

onLoad() — runs when the system first renders the form and before users can enter data. Typically, onLoad() client scripts perform client-side-manipulation of the current form or set default record values.

onSubmit() — runs when a form is submitted. Typically, onSubmit() scripts validate things on the form and ensure that the submission makes sense. An onSubmit() client script can cancel form submission by returning a value of false.

onChange() — runs when a particular field value changes on the form. The onChange() client script must specify these parameters.

onCellEdit() — runs when the list editor changes a cell value. The onCellEdit() client script must specify these parameters.

onSubmit Client Scripts execute their script logic whenever a user saves, submits, or updates a record in a form.

Screenshot 1: Example of an onSubmit Client Script on the Incident table

Screenshot 2: Different Client Script Types on the NOW Platform

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The coalesce option allows you to update existing target table records when transforming import data.

When coalescing detects a match between a record in the staging table and a record in the target table, a possible outcome could be keeping the record already in the target table or overwriting the record in the target table with the source data.

Once the Transform Map begins execution, the import continues running until every staging table record has been inserted into the target table, updated, ignored, or skipped.

Imports never stop mid-way through running to request user intervention or delete previously imported records.

Note: Choose fields in the target table to coalesce on only if those fields will have unique values. If more than one record in the target table matches the specified coalesce options, only the first matching record in the target table is updated.

Screenshot: Setting the Coalesce value to true in the Field Map for the User table Transform Map

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Creating configuration items (CIs) in the CMDB can be done in the following ways:

Direct manual creation via the Configuration application modules.

Creation via service catalogue fulfilment processes.

Import from an external source.

Integration with 3rd party systems.

Automated discovery tool(s).

Creation triggered by asset management.

Creation via the change management process.

The incident management process can be used to reference CIs but not to create them. Admins may configure the related list to create new CIs from an Incident record; however, it is not a recommended or best practice approach.

Diagram: Different ways to create configuration items

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You can generate a report by entering a query instead of going through the full Report Designer menu.

You can enter a question on the Report Designer form, and Analytics Q&A generates a report.

Analytics Q&A gives you a choice of data sources and picks an appropriate visualisation.

Analytics Q&A requires Natural Language Query (NLQ) and supports multiple languages.

Note: Analytics Q&A is not available when using Microsoft Internet Explorer.

Screen recording: Entering a query in the Report Designer to create a report by using Analytics Q&A

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ServiceNow Studio provides an Integrated Development Environment (IDE)-like interface for application developers to work on custom applications in one centralised location. It offers a simple way to create, review, and update application files from a tabbed environment. The system opens Studio whenever you edit a custom application.

Guided Application Creator is an intuitive development interface for building applications on the Now Platform. It provides a step-by-step process to guide you through your initial application construction.

You can launch Guided App Creator from Studio or by opening System Applications > My Company Applications and clicking the Create new button to create an application.

You can also use Studio to import an application from source control.

Note: Applications loaded from the ServiceNow Store are installed to the instance, not loaded for development.

Screenshot 1: Different sections of the ServiceNow Studio

Screenshot 2: Designing an application form in Studio

Learn more about ServiceNow Studio here!

Learn more about Guided Application Creator here!

Roles are applied to Groups or Users to control access to features and capabilities in the ServiceNow applications and modules. You add a role to an application or module to enable the role to grant access to the application or module for all users with the role.

A new role does not have access to any application or module until you add other roles to it or add it to the appropriate applications and modules.

Once access has been granted to a role, all groups or users assigned to the role are granted access. Roles can contain other roles, and any access granted to a role is granted to any role that contains it.

Screenshot: Example of a role record that contains other roles

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