This article covers everything you need to know about GlideDuration, from core functions to advanced use cases like triggering events, reminders, and automations. 🔹 What is GlideDuration? GlideDuration is a ServiceNow class used to represent and manipulate spans of time, such as: Unlike GlideDateTime, which is about specific moments, GlideDuration is about how long something…
Automating the submission of Service Catalog items is a fundamental requirement for advanced ServiceNow implementations, enabling processes like inbound email provisioning, workflow automation, and external integrations. This is achieved using server-side APIs that mimic the user checkout process. The method you choose depends on your application’s scope: the Global scope uses the traditional Cart API,…
This article details how to use Flow Designer to create an automated “three-strike” reminder system for Incidents placed on hold, specifically when they are Awaiting Caller. This automation helps ensure that incidents don’t remain stagnant and are either resolved or closed after three consecutive reminders. 1. The Goal of the Flow The objective is to…
This guide walks you step-by-step through configuring a Record Producer for an existing HR service ✅ Prerequisites Requirement Description Role needed sn_hr_core.admin Existing HR Service You must already have an HR service created 🚀 Goal Make an existing HR service available to employees via self-service — without creating a duplicate service catalog item. ⚠️ Important…
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…
