You can choose colours, title and chart properties under the Style tab.

You can define the report grouping under the Configure tab.

You can select the visualisation format under the Type tab.

You can enter a Report name, Source type and a table or data source under the Data tab.

Screenshot: Options under Style tab in a sample pie chart report

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Multiple Choice, Single Line Text, and Select Box are different Variable Types in ServiceNow.

The multiple-choice variable creates radio buttons for question choices.

The single-line text variable creates a field to enter a single line of text.

The select box variable creates a list from predefined question choices.

Screenshot 1: Multiple Choice Variable

Screenshot 2: Single Line Variable

Screenshot 3: Select Box Variable

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When configuring Assignment Rules or Predictive Intelligence, it is best practice to:

Setting an Assignment group and User based on Category and Subcategory,

Setting a User based on Category and Subcategory,

Setting an Assignment group and User based on the Short description, and

Setting an Assignment group based on Category and Subcategory.

You should not Set an Assignment group based solely on Subcategory (Category = None). The customer will not see the Subcategory with a Category set to None.

Screenshot: Example of an Assignment rule for High Priority Incidents based on Priority and Category

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'Topic blocks' feature creates reusable components to run common tasks in Virtual Agent conversations.

Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.

Screenshot: Example of contextual search topic block in a calling topic

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ServiceNow client-side scripts run in a web browser.

The web browser is the client and is the only thing that is installed on the client.

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.

Screenshot: Example of a client script for creating child incidents that will run on the web browser

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An application service is a set of interconnected applications and hosts configured to offer a service to the organisation. Application services can be internal, like an organisation email system or customer-facing, like an organisation website. You can use the Application Services module on the CSDM navigation pane to create your application service.

An application service has an entry point, which lets users access the application service. If you are at the planning stage and do not know the entry points for an application service, you can create the application service without entry points. Such an application service is referred to as an empty application service, to which you can add entry points at any later time.

All application services created in the wizard are set with the application service classification.

Service Mapping, if activated, can automatically discover and map application services as described in Application service mapping. A discovered application service contains the CIs and the connections between them that Service Mapping discovered and mapped.

Screenshot: The topology map for an Application Service in ServiceNow

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A UI policy specifies one or more actions to take when the policy is triggered.

A UI policy action can change fields on a form to be mandatory, visible/hidden, or read-only.

Mandatory field is a choice list for specifying how the UI policy affects the field's mandatory state.

Visible is a choice list for specifying how the UI policy affects the field's visible state.

 Read-only is a choice list for specifying how the UI policy affects the field's read-only state.

Choice options for the above actions are: Leave alone, True, False.

UI policy actions are applied only if all of the following conditions are met:

The UI Policy is Active

The items in the Conditions field evaluate to true

The field specified in the UI policy action is present on the specified form

Screenshot: Example of a UI Policy with actions that set certain fields Mandatory on the Incident form

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Every field has three key attributes:

Field Label

Field Name

Value

Screenshot: Key field attributes for a random field on the Incident table

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No special role is required to access the template bar or apply available templates. You can toggle the template bar, which hides or shows it for all forms. The template bar appears at the bottom of the form. You can click a template, which appears in blue text, to apply them to the form.

Depending on your access, you can use the template bar to apply, edit, and create templates.

The ability to configure or apply templates created by others depends on user access controls within the template.

Screenshot 1: Toggling the template bar and applying an available template to the incident form as a user with no role

Screenshot 2: Options to edit existing templates or create new templates as a template admin

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ServiceNow Mobile apps provide:

Ability to submit, view, and update requests, issues, and tasks,

Global search to find people, service and items, and articles, and

Push notifications for access to important information instantly.

Image: Different ServiceNow mobile apps

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