ServiceNow introduced a performance-focused change in how reference fields behave in Statements of Work (SOW). By default, when a reference field such as Configuration Item, Service Offering, or Service is empty, clicking it will display only recently selected values instead of automatically pulling the full list of available options. This improves performance but may feel…
ServiceNow handles user interface (UI) translations using five dedicated tables. Each table serves a different aspect of the platform’s user experience and supports internationalization (i18n) in a structured way. 1. sys_documentation Purpose: Stores field labels (like form labels) for all languages, including English. 2. sys_choice Purpose: Stores dropdown values (choices) like priorities, states, etc., in…
1. Assignment Objective The objective of this assignment was to create four reports from the Incident table in ServiceNow using different chart types (bar, pie, line, donut), share them with a specific user (Afan Khan, user ID: ak), and then create a dashboard named ‘Incident Details’ to display all these reports together. 2. Importance of…
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1. What is a Template? Think of a template like a shortcut. Instead of typing the same details again and again when creating an incident, you can use a template that already has those details filled in. For example: If users often call for a password reset, a template can automatically fill in: 2. Why…
A Script Include is basically a reusable server-side JavaScript class in ServiceNow. Example Suppose you need to get the caller’s email address from an Incident record.Instead of writing the same GlideRecord query everywhere, you put it in a Script Include: When to use it? Why do we use it? What is User Util ?UserUtil is…
Array of Objects In ServiceNow, sometimes we need to fetch multiple records and store them in a structured format. The best way is to use an Array of Objects. This method is very useful when you want to return multiple records from a Script Include and use them in Background Scripts, UI Scripts, or Integrations….
What are Escalation Rules? In ServiceNow, Escalation Rules are configurations that define how cases, incidents, or requests should be elevated to higher support tiers or roles when certain conditions are met. They ensure that unresolved issues are automatically moved up the hierarchy to receive the required attention, thus improving resolution time and service quality. For…
Purpose This article explains how to create and configure a new Center of Excellence (COE) in ServiceNow HR Service Delivery (HRSD). A COE organizes HR services into categories such as Payroll, Benefits, or Employee Relations. You may need a custom COE when your organization has HR processes not covered by the default ones. Prerequisites Procedure…
The HR Service Additional Information tab allows you to configure which fields and related lists appear for the subject person in an HR service. This helps HR agents and case managers quickly access important employee information when handling HR cases. Before you begin Procedure Service table fields Subject person related lists Example In the screenshot…
