Basics for Administrators and ITIL Users

August 2011

Basics for Administrators and ITIL Users

Basics for Administrators and ITIL Users

COPYRIGHT 2011 SERVICE-NOW.COM ALL RIGHTS RESERVED. 12225 El Camino Real, San Diego, CA 92130, USA This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to any electronic medium or machine-readable form without prior consent in writing from ServiceNow. Every effort has been made to ensure the accuracy of this document. However, ServiceNow makes no warranties with respect to this document and disclaims any implied warranties of merchantability and fitness for a particular purpose. ServiceNow shall not be liable for any error or for incidental or consequential damages in connection with the furnishing, performance, or use of this document or examples herein. The information in this document is subject to change without notice. TRADEMARKS ServiceNow, ServiceNow and the ServiceNow logo are trademarks of ServiceNow in the United States and certain other jurisdictions. ServiceNow also uses numerous other unregistered trademarks to identify its goods and services worldwide. All other marks used herein are the trademarks of their respective owners and no ownership in such marks is claimed by ServiceNow.

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Basics for Administrators and ITIL Users

CONTENTS
Chapter 1: System Overview .............................................................................................. 5
Introduction ...................................................................................................................................... 5 Applications ...................................................................................................................................... 6 Applications for Employee Self Service Users .......................................................................... 6 Applications for IT Users ........................................................................................................... 6 Applications for Administrators .................................................................................................. 8

Chapter 2: Getting Started ................................................................................................ 10

Introduction .................................................................................................................................... 10 Understanding the User Interface .................................................................................................. 10 Banner Frame .......................................................................................................................... 11 Application Navigator ............................................................................................................... 11 Content Frame ......................................................................................................................... 12 Graphical Interfaces ................................................................................................................ 16 Navigating Applications .................................................................................................................. 18 Using the Application Navigator .............................................................................................. 18 Using the Navigation Filter ...................................................................................................... 19 Common Icons ............................................................................................................................... 20 Searching ....................................................................................................................................... 20 Search Suggestions ................................................................................................................ 21 Searching for Attachments ...................................................................................................... 21 Wildcard Searches .................................................................................................................. 21 Fuzzy Searches ....................................................................................................................... 22 Proximity Searches .................................................................................................................. 22 Go To Searches ...................................................................................................................... 22 Boolean Operators .................................................................................................................. 23 Grouping .................................................................................................................................. 23

Chapter 3: Managing Records in Lists ............................................................................ 24

Introduction .................................................................................................................................... 24 Using Lists ...................................................................................................................................... 24 Title Bar ................................................................................................................................... 25 Breadcrumbs ........................................................................................................................... 25 Column Headings .................................................................................................................... 26 Fields ....................................................................................................................................... 27 Action Check Boxes ................................................................................................................ 28 Hierarchical Lists ..................................................................................................................... 28 Navigating to a List .................................................................................................................. 29 Finding Information in Lists ............................................................................................................ 30 Searching a List ....................................................................................................................... 30 Sorting a List ............................................................................................................................ 30 Grouping Items in a List ........................................................................................................... 30

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Using Filters and Breadcrumbs ...................................................................................................... 32 Breadcrumbs ........................................................................................................................... 32 Quick Filters ............................................................................................................................. 33 Creating Filters ........................................................................................................................ 33 Saving Filters ........................................................................................................................... 34 Using Saved Filters ................................................................................................................. 34 Deleting Saved Filters ............................................................................................................. 35 Scripted Filters ......................................................................................................................... 35 Editing in Lists ................................................................................................................................ 35 Quick Edit Functions ................................................................................................................ 35 Using the List Editor ................................................................................................................ 36 Editing Multiple Records .......................................................................................................... 37 Creating Personal Lists .................................................................................................................. 38

Chapter 4: Managing Records in Forms .......................................................................... 39

Introduction .................................................................................................................................... 39 Understanding Form Elements ...................................................................................................... 39 Title Bar ................................................................................................................................... 40 Form Context Menu ................................................................................................................. 41 Fields ....................................................................................................................................... 42 Field Status Indicator ............................................................................................................... 42 Sections ................................................................................................................................... 43 Embedded Lists ....................................................................................................................... 43 Working with Forms ....................................................................................................................... 44 Navigating to a Form ............................................................................................................... 44 Editing in Forms ....................................................................................................................... 44 Inserting Records .................................................................................................................... 45

Appendix A: Glossary ....................................................................................................... 46 Appendix B: Article Sources ............................................................................................ 49

ServiceNow

Chapter 1: System Overview

Introduction
ServiceNow offers on-demand IT service management. This software as a service (SaaS) platform contains a number of modular applications that can vary by instance and user. Additionally, ServiceNow offers platform as a service (PaaS) features that let develop your own web-based applications. ServiceNow offers multiple roles that fall into these general classifications:

Administrator ServiceNow administrators can configure the system in many different ways to address an organization's business needs. They can set up any of the process applications provided with ServiceNow and create custom application, as well as assigning the roles with access to each. The primary administrator role is the System Administrator which has access to all system features, functions, and data, regardless of security constraints. Delegated administrator roles manage specific applications. Some delegated administrator roles are standard, and others require the Role Delegation plugin.

ITIL User IT support staff uses ServiceNow to track the processes that fulfill service requests. Depending on your specific role and system setup, additional functionality and processes may also be available. Users granted the itil role can perform standard actions for an IT helpdesk technician. The itil_admin role, or IT administrator, is intended for team leads. This role has more privileges than the itil role, such as deleting incidents, problems, changes, and other related entities. Employee Self-Service UserMost employees are self-service users, also called ESS users. They can make requests such as ordering a computer, log incidents such as a service interruption, search the knowledge base, and view articles through a user-friendly website called the Employee Self-Service Portal (ESS Portal) or through the self-service application in ServiceNow.

The remainder of this chapter introduces the standard applications. Other chapters in this document introduce you to these foundational concepts and activities:

Getting started with the user interface Working with lists Working with forms

In addition to internal cross references, this document contains links to the ServiceNow Wiki which provides thorough documentation that is constantly updated to reflect new releases.

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Applications
The day-to-day activities of the ITIL user commonly involve the applications available to this role by default. Keep in mind that administrators can choose which applications are active, so any particular instance may not have all these applications. Additionally, administrators can install optional plugins that provide applications not described here. For complete information on all ServiceNow applications and functionality, see the ServiceNow Wiki.

Applications for Employee Self Service Users

Employees who do not work in the IT department can access the Self Service application in ServiceNow, shown here, or the separate ESS portal.

A separate book, Basics for Employee Self-Service Users, provides foundational concepts and details for using the self-service features.

Applications for IT Users

IT users who do not have administrator rights can use applications to research a problem or recommend and implement a change. The applications shown here are provided with ServiceNow. The actual applications available to you may vary.

Default Applications for IT Users

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Service Deskprovides access to information about incident and service level access tasks assigned to you and to your group. This application also provides a list of callers that cross references their incidents and configuration items, and provides access to the knowledge base. Incidentenables the IT organization to record, classify according to impact and urgency, assign to appropriate groups, escalate, and manage incidents through to resolution and reporting in accordance with the ITIL process. Problemhelps to identify an error in the IT infrastructure that causes multiple reports of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. While incident management deals with fighting symptoms, problem management seeks to remove the causes of incidents from the IT infrastructure permanently. Changeprovides on-demand capabilities for creating, assessing, approving, and implementing changes to your environment. Releaseis a vehicle for planning releases. Release Management encompasses the planning, design, build, configuration and testing of hardware and software releases to create a defined set of release components. Once a release is finalized, a Change Item can be generated (using a custom-built UI Action), allowing the implementation and deployment of a release to be handled within the change management process. Configurationenables you to build and maintain the Configuration Management Database (CMDB), which maintains attributes for each configuration item (CI) that is part of your environment, as well as its relationships to other CIs, users, or groups. These relationships identify who or what is affected by a change or outage. A CI may be:

A physical entity, such as a computer or router A logical entity, such as an instance of a database Conceptual, such as a Requisition Service

Service Catalogprovides a list of goods and services the IT organization provides, administration of that list, and a user front end for ordering the goods and services. Reportsenables both IT users and administrators to generate charts and reports. ServiceNow comes with over 60 customizable, commonly used reports. Administrators can create additional reports that can be viewed by everyone or specific groups, and IT users can create custom reports for their own use. Reports can be used as homepage or content gauges, published to a visible URL, or scheduled to be run and distributed at selected intervals. BSM Mapgives IT users control over the actions and views available for business service maps (BSM). Administrators can control map properties, as well. A business service map (BSM) graphically displays and indicates the status of the configuration items that compose a business service. The map is accessed from the Configuration or Incident application.

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Applications for Administrators

System Administrators have access to all ServiceNow applications, enabling them to configure and customize the platform for their organization. In addition to the applications available to the ESS user and the IT user, the applications shown here are provided with ServiceNow. System Administrators can grant other roles access to these applications, as appropriate. The actual applications available to you may vary.

Default Applications for Administrators

Asset Portfoliolinks to a CMDB of all assets, hardware, software, assets in stock, as well as records for manufacturers and vendors. Asset Contractscontains information about contracts, including leases, service contracts, purchase orders, warranties, and software licenses. The Configuration application (available to IT users) has a focus on operation. Content Managementenables customizing the ServiceNow interface. The Content Management application provides complete control over the look and feel of an instance while maintaining functionality and data access. ECCdisplays the External Communication Channel (ECC) Queue, a database table that is queried, updated, and inserted into by other systems. The ECC Queue is the normal connection point (though not the only possible one) between a Service-now instance and other systems that integrate with it. Homepage Adminenables the administrator to customize homepages by user or role. Metricsprovides an easy way to define metrics. Once defined, the data for the metric will be gathered, and instances (or occurrences) of the metric will be calculated and stored. MID Serveris a Java server that runs as a Windows service or UNIX daemon. The MID (Monitoring, Integration, and Discovery) Server facilitates communication and movement of data between the Service-now platform and external applications, data sources, and services. To learn more, see MID Server Requirements for Discovery. Service Level Managementenables definition and management of Service Level Agreements, Underpinning Contracts, and Operational Level Agreements which represent guaranteed levels of service from both internal and external providers.

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Survey provides predefined surveys and enables administrators to create customized surveys to collect user opinion data for continual service improvement. System Definitionprovides modules for configuring and customizing system features such as tables and columns, database views, business rules, UI actions, and more. System Diagnosticsprovides modules for diagnosing a running instance and cluster nodes as well as session debug, query performance, and database diagnostic modules. System Import Setsimports data from various data sources, and then maps that data into Service-now tables. The Import Sets table acts as a staging area for records imported from a data source. System LDAPenables integration with a Lightweight Directory Access Protocol (LDAP) directory to streamline the user login process and automate administrative tasks such as creating users and assigning roles. System Localizationprovides modules for customizing the currencies and exchange rates used in ServiceNow. Other localization settings are available in the System Properties application. System Logs provides utilities to view and download system logs, including transactions (browser activity), email sent from within the platform, system events, data import activity, system warnings, and error messages. System Mailboxesdisplays a filterable view of email received (Inbox), Sent, and waiting to be sent (Outbox), from within the platform. System Policyenables the administrator to define policies for email, system rules, events, service level agreements, and the service catalog. System Propertiesprovides modules for customizing various system elements, including company name and logo, user interface elements, and more. System Schedulercontains two separate engines for scheduling. The Scheduled Jobs engine performs any work that must be done at a specific time or on a recurring basis. The Schedules engine is used to manage schedules that provide rules for including or excluding time on a calendar for service levels, inactivity monitor, and the Group On-Call Rotation Plugin. System Securityprovides modules for configuring and debugging the security rules and specifying the administrators who can access those settings. System UIincludes modules for customizing many user interface elements, including forms, gauges, lists, and views, as well as defining policies, actions, scripts, and more for the interface. System Update Setsallows administrators to organize a series of customizations into a named set and then copy this set as a unit to other instances. System Web Servicesenables administrators to configure HTTP-based web services that allow diverse applications to talk to each other. ServiceNow supports both inbound (provider) and outbound web service consumer services. User Administrationenables administrators to define system users and assign them to groups. Users automatically inherit the roles associated with assigned groups; additional roles can be assigned on a user-by-user basis. Workflowautomates multi-step processes based on an administrator-defined sequence of activities.

ServiceNow

Chapter 2: Getting Started

Introduction
Understanding these foundational concepts can help you used ServiceNow more effectively:

User interface elements Navigation Common icons Search techniques

Understanding the User Interface

The primary user interface is divided into three areas:

Banner frame across the top provides global navigation controls. Application Navigator, or left navigation bar, provides links to all applications and modules. Content frame displays the information for each application and module.
Banner Frame

Content Frame Application Navigator

User Interface

Some modules provide graphical interfaces that may open in the content frame or in a separate window or tab. Examples of graphical interfaces include schema maps, relationship maps, and workflow editors.

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Banner Frame
The banner frame runs across the top of every page. Administrators can customize the banner. This figure illustrates the banner frame.
Banner Frame

Banner Frame

The banner frame contains a logo and the following information and controls:

Welcome messageshows the name of the currently logged in user. Impersonation key ( , administrators only)allows a System Administrator to switch user views without logging out. This option is useful for testing security and role-specific setup functions. Logoutreturns to the Welcome page for subsequent login. Homepage ( Print ( Help ( Debug ( )provides links to selectable application homepages. )opens a printable version of the current content frame. )opens the ServiceNow Wiki in another window or tab. , administrators only) opens the client-side JavaScript Debug window.

Global text searchsearches for text in multiple applications. To learn more, see Global Text Search in the ServiceNow Wiki. Header Expand/Collapse ( )alters the amount of space the banner frame occupies.

Application Navigator
The Application Navigator, or left-navigation bar, provides links to all applications and the modules (pages) they comprise. It appears at the left side of the screen and can be hidden (click the Hide button beside the Welcome message in the banner frame). To learn more, see Navigating Applications.

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Application Navigator

Application Navigator

Content Frame
The content frame displays the modules, or pages, to which a user navigates.

Content Frame

Content Frame

Many types of content are displayed in the content frame, including:

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Welcome pageappears when a user is not logged in. Administrators can customize the welcome page.

Welcome page

Homepagesprovide easy access to commonly used functions or information. Users and administrators can customize homepages.

Homepage

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Service Catalogprovides a portal for customers to order goods and services. It is similar to a homepage, where each gauge is a category of catalog items. To learn more, see Using the Service Catalog or explore the Service Catalog portal in the ServiceNow Wiki.

Service Catalog

Knowledge baseallows for storage and publication of any information, such as desktop support information, company/department processes or procedures, or documentation on internally developed applications. It is similar to a service catalog, where each gauge is a topic in the knowledge base. To learn more, see Introduction to Knowledge Base in the ServiceNow Wiki.

Knowledge base

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Listsdisplay information in a table. Users can search, sort, filter, and edit lists. To learn more, see Using Lists.

Lists

Formscreate or modify an individual record. To learn more, see Using Forms.

Forms

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Surveysenable users to take surveys and administrators to create surveys.

Survey

External URLsdisplay content from outside the ServiceNow platform. Custom URLsdisplay ServiceNow content. Administrators can define a module using a custom URL. Content pagesdisplay content built with the content management system. Requires the Content Management plugin.

Graphical Interfaces
Some modules provide graphical interfaces, and may open in a separate window or tab. Examples of graphical interfaces include:

Business Service Mapdisplays a navigational view of configuration items and their relationships, such as computers on a network. To learn more, see Using the Business Service Map in the ServiceNow Wiki.

Business Service Map

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Schema Map (administrators only)displays the relationships between tables in the database. To learn more, see Schema Map for Tables in the ServiceNow Wiki.

Schema Map

Graphical Workflow Editorprovides a graphical interface for defining task workflow. To learn more, see Creating a Workflow in the ServiceNow Wiki.

Graphical Workflow Editor

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Navigating Applications
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 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 comprise enabling users to quickly find information and services. Use the Hide button ( ) in the banner frame to hide or display the Application Navigator. Administrators can customize the Application Navigator to provide different modules by user role, modify or define applications and modules, and change its appearance.

Header

Application

Application label

Modules Application Navigator

Using the Application Navigator

The Application Navigator contains 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.

Click the application label to expand or collapse an application section. Click the module name to open a module in the content frame.

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The Application Navigator header appears above the application list.

Application Navigator header

It provides these tools:

Navigation Filterfilters 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 ( )change 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 entire browser session. Collapse All ( ) and Expand All Applications ( )collapse all applications so that only application labels appear, or expand 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. You may have applied a filter or switched perspectives. The application that contains the module may be collapsed. You may not have access rights. The applications and modules available to you may depend on your role. For example, the Finance department may not have access to change management modules. The application may be deactivated in your company's ServiceNow implementation. Contact the System Administrator to activate it, if necessary.

If you cannot find an item in your Application Navigator, consider the following:

Using the Navigation Filter

The navigation filter helps you quickly access information and services by filtering the items in the Application Navigator. 1. Click Type Filter Text in the Application Navigator header. 2. Begin typing the filter text (for example, type 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. If you want 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 incident.form opens a new incident form in the content frame

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Common Icons
Several icons appear throughout the system. Become familiar with them so that you can take advantage of quick access to additional information and functionality.

Homepage ( )displays your primary homepage when clicked. When you point to the icon it displays a list of pages identified as homepages for different applications. Reference icon ( )appears in lists and forms. Hover over the icon to display a pop-up box showing detailed information about the associated record. Click the icon to open the associated record in form view. Reference Lookup icon ( )appears in forms beside reference fields (fields that contain data from a different table). Click the reference lookup icon to display a pop-up box listing records on the referenced table. Previous ( ) and Next ( ) iconsappear on forms. Use these icons to move up (previous) or down (next) one record at a time. Toggle Tabs icon ( )appears on forms with more than two sections or more than one related list. Click this icon to toggle between showing the sections and/or related lists in tabbed format or as a single, scrollable page. CI Map icon ( )appears in the Related Items header bar of configuration item forms. Click this icon to display the Business Service Map (BSM) for the configuration item. Impersonate ( ) iconappears in the welcome message for System Administrators only. Click this icon to open a dialog box where you specify the user to impersonate. USE WITH CAUTION: All actions that occur while you are impersonating a user are logged as if that user had performed them.

Searching
Within the platform, there are several methods of searching:

Global text search Application Navigator filter text Record list search Knowledge base search

Searches are not case sensitive. In some cases, a search of multiple terms will search for all of the terms, regardless of the presence of the word AND. To search for any one of the terms, insert OR between the terms. A variety of options make searching very flexible:

Search Suggestions Attachment searches Wildcard searches Fuzzy searches Proximity searches Go to search terms

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Boolean operators Grouping

Searching is performed by the Zing search engine, which provides a variety of advanced searching and administrative options. To learn more, see Zing Text Search in the ServiceNow Wiki.

Search Suggestions
Knowledge base and global text searches provide type-ahead suggestions, which let you select from a drop-down list of previous search terms that begin with the same letters.

Type-ahead suggestions

You can also enable Did you mean? suggestions in knowledge base and global text searches. Suggestions appear if the 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 beneath the search box on the results page

Did you mean? suggestions

Searching for Attachments

ServiceNow automatically searches attachments in the Knowledge base table. Administrators can enable or disable attachment searching for other tables. Knowledge base searches find the search term in attachments as well as in the text of knowledge articles. Administrators can enable or disable attachment searching for other tables.

Wildcard Searches
The following searches support single and multiple character wildcard searches:

Global text search Knowledge base search Record list search

To perform a single character wildcard search, use the question mark (?) symbol. The single character wildcard search looks for matching terms that contain any one character in the location of the question mark. For example, to search for text or test, you can use the search:
te?t

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To perform a multiple character wildcard search, use the asterisk (*) symbol. Multiple character wildcard searches looks for 0 or more characters to replace the asterisk. For example, to search for test, tests, or tester, you can use the search:
test*

You can also use a multiple character wildcard (*) search in the middle of a term. For example, to search for planned or placed, you can use the search:
pl*d

NOTE You cannot use an asterisk (*) or question mark (?) symbol as the first character of a search.

Fuzzy Searches
Text search supports fuzzy searches based on the Levenshtein Distance, or Edit Distance algorithm. To do a fuzzy search, use the tilde (~) symbol at the end of a single word search term. For example, to search for a term spelled similar to roam enter:
roam~

This entry finds terms like foam and roams. An additional (optional) parameter can specify the required similarity. The value must between 0 and 1, with a value closer to 1 indicating that a higher similarity is required. For example:
roam~0.8

If the parameter is not given, the default 0.5 is used

Proximity Searches
Text search supports finding words within a specific distance from each other. To do a proximity search, enclose the words in quotation marks and place a tilde symbol (~) and number after the closing quotation mark. For example to search for password and forgot within 10 words of each other in a document, use the search:
"forgot password"~10

Go To Searches
Go to searching is available when searching a specific field in a list. Select the field and then enter the search text. By default, a Go to search uses a greater than query, meaning that it first sorts the records on the selected field, then finds the first record that starts with the search term and all following records. Administrators can change the default behavior to perform a contains search instead of a greater than search. The following wildcards can be used in the Go to search in a list to change the default query:

*searchterm adds a CONTAINS filter for searchterm %searchterm% similarly adds a CONTAINS filter for searchterm %searchterm adds an ENDSWITH filter for searchterm searchterm% adds a STARTSWITH filter for searchterm =searchterm uses an EQUALS filter for searchterm

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Boolean Operators
Boolean operators allow terms to be combined through logic operators. Text search supports these Boolean operators. (Boolean operators must be ALL CAPS.) OR
The OR operator is the default conjunction operator. This means that if there is no Boolean operator between two terms, the OR operator is used. The OR operator links two terms and finds a matching document if either of the terms exist in the document. This is equivalent to a union using sets. The symbol || can be used in place of the word OR. To search for documents that contain either email password or just email use the query: "email password" email or "email password" OR email The AND operator matches documents where both terms exist anywhere in the text of a single document. This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND. To search for documents that contain CPU load and 10 minutes use the query: "CPU load" AND "10 minutes" The +, or required, operator requires that the term after the + symbol exist somewhere in a field of a single document. To search for documents that must contain the word email and may contain the word password use the query: +email password The NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference using sets. The symbol ! can be used in place of the word NOT. To search for documents that contain the term CPU load but not the term 10 minutes, use the query: "CPU load" NOT "10 minutes" NOTE: The NOT operator cannot be used with just one term. For example, the following search will return no results: NOT "10 minutes" The -, or prohibit, operator excludes documents that contain the term after the - symbol. To search for documents that contain the term CPU load but not the term over 10, use the query: "CPU load" -"over 10"

AND

NOT

Grouping
Text search supports using parentheses to group clauses to form subqueries. This lets you control the Boolean logic for a query. To search for either the term CPU or diskdrive and the term failure, use the query:
(CPU OR diskdrive) AND failure

This eliminates any confusion and makes sure that the term failure is present, along with either term CPU or diskdrive.

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Chapter 3: Managing Records in Lists

Introduction
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). Understanding these concepts will help you manage record lists efficiently:

Using the list interface Finding information in lists Using filters and breadcrumbs Editing lists Creating personal lists

Using Lists
The list interface contains four main elements:

Title bar Breadcrumbs Column headings Fields

Additionally, a Response time indicator ( ) may appear at the bottom right of some lists to indicate the processing time required to display the list.
Title bar Breadcrumbs Column headings Fields Lists

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Title Bar
The title bar displays the title of the list (table) and provides several controls.
New Go To, Search

Title menu

Title Bar

Title menuappears when you click the arrow beside the list title. It provides the following list controls:

Refresh Listrefreshes the list to show changes immediately. Viewchanges the columns and order of the list to a predefined layout. Administrators can customize views. Filtersapplies a saved filter. Group Byaggregates records by a field. Showchanges the maximum number of records per page.

Newopens a blank form that allows you to create a new record in the list. Go to or Searchfinds information in the current list. To learn more, see Finding Information in Lists.

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. To learn more, see Using Filters and Breadcrumbs.
Breadcrumbs

Smart Filter Builder Breadcrumbs

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Column Headings
Column headings display column names and provide a variety of controls.

Column names Personalize list names

Right-click menu

Column Headings

Sortingclick the column name to sort the list in ascending order by that column. Click again to sort in reverse order. Right-click menu, also called context menuoffers these controls: Sort (a to z) and (z to a)sort in ascending and descending order.

Group Byaggregate records by a field. To learn more, see Grouping Items in a List. Bar and Pie Chartcreate quick bar and pie chart reports based on the filter criteria of the list. You can modify these reports or create gauges (depending on access rights). To learn more, see Creating Reports in the ServiceNow Wiki. Personalize (requires access rights)provides administrative functions related to the information displayed and how it is controlled. Exportexports data to Excel, CSV, XML (administrators only), or PDF. To learn more, see Exporting Data in the ServiceNow Wiki. Update Selected and Update All (administrators only)change applicable field values. To learn more, see Editing Lists. Import XML (administrators only)import data from an XML file.

Personalize List ( )customize the list layout to your preferences. To learn more, see Creating Personal Lists.

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Fields
Fields display data and provide the following functionality.

Editing

Rightclick menu

Links Reference icons

Fields

Linksclick the reference icon or first column field to open the record in form view. Links to related records are also available. Editingchanges the information in one or more records. To learn more, see Editing Lists. Reference Icon ( )provides detailed information about the record. Point to the reference icon to open a pop-up window, or click it to open the record in form view. To learn more, see Reference Icon in the ServiceNow Wiki. Right-click menu, also called context menuoffers the following options:

Show Matching and Filter Outprovide quick filter options Copy URL to Clipboardcopies 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 Labeladds a link to the record under a custom application label. Labels provide quick access to frequently referenced or urgent information. To learn more, see Creating and Using Labels in the ServiceNow Wiki. Assign to me, Approve, and Rejectprovide quick edit options.

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Action Check Boxes

Action check boxes appear in the column that shows the gear icon ( select items in a list and then perform actions on those items. ) as the heading. Use them to

Action check boxes

Action choice list

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 Action choice list. 2. Apply the desired action.

Right-click a column heading and choose Update Selected to modify one or more fields in the selected records with an editing form. When you click Update in the form, your entries are applied to all the selected records. To learn more, see Editing Lists. Use the Action choice list to delete the records (administrators only), assign the records to a new or existing custom label, or remove the records from a custom label. To learn more, see Creating and Using Labels in the ServiceNow Wiki.

Hierarchical Lists
Lists may be hierarchicalthey may have sublists that can be accessed in list view. Hierarchical lists allow users to view related information directly from a list without navigating to a form. Depending on your setup, certain lists may be hierarchical. To expand or collapse the related lists on a record in a hierarchical list, click the arrow ( ) beside the reference icon.

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Expanded record

Related lists

Hierarchical Lists

Navigating to a List
To open a list using the Application Navigator, click the list name or go to the Application Navigator filter and type the table name followed by .list. To learn more, see Navigating Applications. 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://demo.service-now.com/incident_list.do http://demo.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://demo.service-now.com/nav_to.do?uri=incident_list.do http://demo.service-now.com/nav_to.do?uri=change_request_list.do Filters, views, and other parameters can also be applied using a URL. To learn more, see Navigating by URL in the ServiceNow Wiki. NOTE Consider creating bookmarks for commonly viewed lists.

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Finding Information in Lists

You can quickly find information in a list by searching, sorting, and grouping the list.

Searching a List
The list title bar includes options for searching the list. A drop-down list lets you indicate whether to search a specific field only (Go to), or to perform a text search on all fields (Search).

Go to

Search

1. Select a field (for Go to) or select for text (for Search). 2. Enter the search text and press Enter or click Search ( ). Go tosorts the records on the selected field, then finds the first record that starts with the search term and all following records. Searchreturns records that contain the search term in any field (requires setup for some tables). List searches support wildcard searches, fuzzy searches, and proximity searches. To learn more, see Introduction to Searching.

Sorting a List
To sort a list, use one of these methods:

Click a column name to sort the list in ascending order. Click again to sort in reverse order. Right-click a column name and select Sort (a to z) or Sort (z to a) to sort in ascending or descending order, respectively. Specify a sort order with a filter. Filters provide for sorting by more than one column (for example, by Category and then Subcategory). To learn more, see Using Filters and Breadcrumbs. , up for ascending and

The current sort order is indicated by an arrow next to the column name ( down for descending). Only the primary sort order is indicated.

Grouping Items in a List

Grouping aggregates a list by a selected field and displays the record count per group. Grouping can help you find data quickly by organizing and providing a summary of search or filter results. For example, the illustration shows active incidents grouped by caller.

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Group By

Group items in a list with one of these methods:

On the title bar, click the title menu and select Group By. Select the field by which to group the list. To remove a grouping, select -- None --. Right-click the column name and select Group By. To remove a grouping, select Ungroup. Groups are named the values of the field selected for grouping. Record count per group appears next to the group name. To expand or collapse a group, click the arrow ( ) beside the group name. To expand or collapse all groups, click the arrow at the top of the list. To open the full list for a group, click the group name. The maximum number of records shown per group is the number of records per page in a list.

Use this information as you work with grouped lists:

To see all records for a given group, open the full list by clicking the group name. To change the number of records per page, click the title menu and select Show.

The maximum number of groups shown is 100 by default, but may be configured by an administrator.

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Using Filters and Breadcrumbs

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. Users can apply, modify, create, and save filters.

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.

Click a breadcrumb to remove all conditions after it.

Click the > symbol before a breadcrumb to remove just that one condition.

Breadcrumbs

In the example, clicking Priority = 2 removes the condition Category = Software and returns all active incidents with a priority of 2. Clicking the condition 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. Clicking All goes to the top of the hierarchy, removing all conditions and returning all incidents in the system. Right-click a breadcrumb for additional navigational options:

Open new windowopens the results list for the breadcrumb in a new tab or window. Copy URLcopies to the clipboard the URL for the results list of the breadcrumb. Follow browser instructions if browser security measures restrict this function. Copy querycopies to the clipboard the encoded query for the breadcrumb. This selection is not available for the All breadcrumb. Follow browser instructions if browser security measures restrict this function.

Right-click Menu

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Quick Filters
To quickly filter a list by a value in a field, right-click the field and select Show Matching or Filter Out. These functions add a condition as a rightmost breadcrumb of the current filter.

Quick Filters

For example, right-click 4 Low in the Priority column and select Show Matching to add the condition Priority = 4 Low as the most specific condition of the filter. Alternatively, right-click 4 Low in the Priority and select Filter Out to add the condition Priority != 4 - Low as the most specific condition of the filter. For date and date-time fields you can also use Show After or Show Before to define a time based filter.

Creating Filters
When a filter is applied, only items that meet the conditions are returned. A condition consists of three parts: a field, an operator, and a value. The illustration shows a filter with two conditions: Active is true and Priority is 2 - High. This filter displays all active incidents with a high priority.

Smart Filter Condition Builder

To create a filter: 1. Open the Smart Filter 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. To learn more, see Condition Builders in the ServiceNow Wiki. 3 Select an operator from the drop-down list. 4. Select or enter a value, if appropriate.

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5. Add or remove conditions until the desired filter is constructed:

To add a top-level condition, click Add AND condition ( on the Smart Filter tool bar, above the conditions.

) or Add OR condition ( )

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. ), then select a field to sort by and a

6. To specify the sort order of the results, click Add Sort ( sort order. 8. Click Run to apply the filter.

7. Click Save to keep the filter for future use. To learn more, see Saving Filters.

Saving Filters
Depending on your role, you may save filters for everyone, a user group, or yourself. 1 Create or modify a filter. 2. Click Save Filter. 3. Enter a name for the filter in the Save as field. 4. Select who the filter is Visible to:

To create a personal filter (available to all roles), select Me. To create a global filter (role-based availability), select Everyone. To create a filter for a specific user group (role-based availability), 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 from the title menu. The filter runs and the breadcrumbs appear.

List Title Menu

To edit your personal filters, select Edit personal filters from the title menu. The Filter table (with the filter User = [current user]) opens. Filters created from this view are saved as personal filters for the current user.

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Deleting Saved Filters

All users can delete their own saved filters by opening the title menu and choosing Filters > Edit personal filters. Administrators can also delete filters through the System Definition application. 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 Smart Filter condition builder alone cannot create some filters, such as displaying a record set that is dependent on an unrelated table. Administrators can create JavaScript functions for use in advanced filters. To learn more, see Scripted Filters in the ServiceNow Wiki.

Editing in Lists
You can edit data in lists using these methods:

Quick edit functionschange applicable field values using the right-click menu. List editoredit field values in a list without opening a form. Multiple recordsedit 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 mefor records that use assignments, adds your user name to the Assigned to field. Approvefor records that use approvals, changes the record's approval state to Approved. Rejectfor records that use approvals, changes the record's approval state to Rejected.

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Using the List Editor

The list editor allows you to edit field values directly from a list without navigating to a form. Depending on your setup, the list editor may be available for certain fields and tables.

List Editor

1. Double-click (or click, depending on setup) in an empty area of the field. The appropriate editor for the field type opens.

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. Note that you must have rights to edit all dependent fields to use the list editor. ).

2. Enter the appropriate values and click Save (

Personalizing the List Editor

To personalize the behavior of the list editor: 1. Open the list. 2. Click Personalize List (

) in the upper left corner.

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. Modify the columns that appear on the list, if desired.

3. Click Ok.

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Editing Multiple Records

You can edit multiple records at the same time using the list editor. This is the quickest way to change single field on multiple records to the same value, and is available to all users. 1. Select the records to edit as follows.

To select multiple consecutive records, click in the first or last record, then hold Shift, and drag in the desired fields. To select multiple non-consecutive records, press Shift and click in one of the desired fields, then hold Shift + Ctrl (Shift + Command, 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.

Selected fields are highlighted in blue.

Selected Fields Highlighted in Blue

Administrators can edit multiple records at the same time with an editing form. This method enables you to edit multiple fields or fields that do not appear in the list view. 1. Select the records to edit in one of these ways. Select the check boxes in the record rows.

Highlight 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 Update All (if you filtered the data). An editing form opens. 3 Enter appropriate values in any of the fields, then click Update to save the changes in all selected records.

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Creating Personal Lists

Personal lists modify a specific list view according to individual preferences. While administrators can manage the personal lists function, any user can create a personal list.

Personalize List

1. Open the list. 2. Click Personalize List ( ) in the upper left corner. 3. Use the slushbucket to select the columns and the order you want them to appear. 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 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 Personalize List ( the Reset to column defaults check box. If a list is personalized, an indicator ( ) and select

5. Select list editing options (requires setup).

) appears in the upper left corner.

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Chapter 4: Managing Records in Forms

Introduction
While lists allow you to view and edit selected information from a group of records in a data table, forms allow you to view and edit information about a specific record. Administrators can customize forms, easily adding and removing fields as well as changing the order in which the fields appear, depending on their access rights. Learning these concepts will help you manage individual records in forms:

Understanding form elements Working with forms

Understanding Form Elements

A form displays complete information for one record. The specific information depends on the type of record displayed. The form interface contains these elements:

Title barappears at the top of the form and provides navigational and functional controls. Fieldsdisplay individual data items for the record. Sectionsgroup fields under a header. Tabs on the form let you collapse or expand individual sections. Related linksprovide access to additional functions based on record type and system setup. Administrators can add related links to forms. To learn more, see UI Actions in the ServiceNow Wiki. Related listsdisplay records in another table that are related to the current record. To learn more, see Using Related Lists in the ServiceNow Wiki. Embedded listsallow for editing related lists without having to navigate away from the form. Saving the form automatically saves any changes to embedded lists. Response time indicator ( )appears at the bottom right of some forms to indicate the processing time required to display the form.

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Title Bar
The title bar displays the title of the form (table) and provides various controls.

Related actions

Attachments, Email, Next, Previous, Toggle tabs, Collapse/Expand current or all sections

Form context menu

Form Title Bar

Back (

)navigates to the previously viewed page without saving change.

Form context menuappears when you points to the arrow ( ) beside the form title or right-clicks the title bar. Submit or Updatesaves changes and returns to the previously viewed page. Related actionsprovides standard actions appropriate to the table, such as Close Incident in incident. Attachments ( )allows you to view and add attachments to the record. To learn more, see Uploading Attachments in the ServiceNow Wiki. Email ( )opens an email message regarding the information in the open form. (Not available on all forms.) Previous ( ) and Next ( )open the previous and next record on the list from which the record was accessed. Toggle tabs ( form sections. )toggles between tabbed and sequential arrangements of related lists and )expands or collapses the current section or all sections of the

Expand/Collapse ( form.

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Form Context Menu

The form context menu provides controls based on the table and your access rights. Administrators can customize some of the options available on a context menu using the Context Menu plugin and UI Actions.

Form Context Menu

Available options include:

Savesaves changes without leaving form view. Related actionsprovides standard actions in the form context menu for some tables, such as Create Change, Create Problem, and Create Request in the illustration. Insert and Insert and Staysave the data to a new record instead of updating the current record. (These options are available on selected forms.) To learn more, see Inserting Records. Personalize and Templatesprovide administrative functions for personalizing forms and creating templates. Exportexports data to PDF (or XML, administrators only). To learn more, see Exporting Data in the ServiceNow Wiki. Viewchanges fields to a predefined layout. Administrators can customize views. Assign Labeladds a link to the record under a custom application label (new or existing). Labels provide quick access to frequently referenced or urgent information. To learn more, see Creating and Using Labels in the ServiceNow Wiki. Copy URLcopies 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 records internal system identifier. Follow browser instructions if browser security measures restrict this function. Show XML (administrators only) displays record data in XML format. History (administrators only)displays audit history for the record (must be enabled for the table). Reload Formreloads information from the database to refresh the form view.

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Fields
A field represents an individual data item on a record. You can view and modify fields on a form. Fields may be configured as:

Mandatoryrequires a value before saving the record. Read-onlyprevents the field from being edited. Standard data entryaccepts values such as numbers, text, choice lists, dates and times, and check boxes. Specialized data entryaccepts one or more of the following:

Journal permits text entry. When the record is saved, journal field entries are listed under the input field, marked with the user name and timestamp (example, Additional Comments on an incident). Suggestionprovides the option to include predefined text in a text or journal field. Reference lets you select a record on another table (example, in an incident, the Caller field references the User table). Reference fields define a relationship between two tables. Watch Listallows multiple users to subscribe to notifications of a task. A watch list is a common type of glide list, which is a field that allows users to select multiple records from another table. HTMLenables use of HTML to define how field content renders (example, knowledge base article text). HTML fields can include media elements, including images, Web links, and videos. Wiki (requires Wiki Plugin)enables use of Wiki markup to define how field content renders. Imagepermits uploading an image file (type of .gif, .jpg/jpeg, or .png only) to the record. Videopermits uploading a video file to the record. Normalizedalters raw input as needed to match standardized values for improved searching and reporting. Currency or Priceaccepts monetary information. Translated HTML or Translated Textenables translation with the Internationalization plugin (similar to standard HTML or text fields). Durationpermits entering a length of time. The field automatically converts hours to days for values greater than 24 hours. For example, 30 hours is converted to 1 day and 6 hours. URLaccepts a URL (Web address) and creates an active hyperlink.

Field Status Indicator

A field status indicator is a colored bar that may appear to the left of form elements. Administrators can customize the colors of field status indicators.
Field Status Indicator Description Mandatoryrequired field that is empty. You must enter a value to save the form. Default color is red. Populated Mandatoryrequired field for which a value has already been saved in the database. Default color is light red.

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Field Status Indicator

Description Modifiedcontains data that has not been saved. Default color is green. Read-onlyuser cannot edit this field on the form. Default color is orange.

Sections
Sections provide headers for a group of related fields.

Section headers Expand or Collapse

To expand or collapse a section, click expand ( ) or collapse ( ) in the section header. To toggle between tabbed and sequential arrangements of sections, click Toggle tabs ( ).

Embedded Lists
Some forms may show related lists as embedded. Changes to embedded lists are saved when the form is saved (see Editing in Forms).

Embedded List

Use these controls to work with an embedded list:

To expand or collapse an embedded list, click expand ( ) or collapse ( ) in the list header. To add a new row, click Add in the list header. To edit a row, double-click in an empty area of the field. To learn more, see Using the List Editor. To delete a row, click Delete ( ) beside the row.

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New rows are removed immediately. Existing rows are designated for deletion when the record is saved. To clear this designation and retain the row, click Delete again.

Working with Forms

Working with forms involves these activities:

Navigating to a form Editing a form Inserting a record

Navigating to a Form
You can navigate to a blank form to create a new record, or to an existing record form. To open a blank form for a new record, use one of these methods:

Open a list (example, Incident for a new incident), and click New. In the navigation filter, type the table name followed by .form (example, Incident.form). Append the table name and .do to the instance Web address. For example, the following URL opens a new incident form in the demo instance: https://demo.service-now.com/incident.do Locate the record in a list and click the record number or the reference icon. To learn more, see Navigating Applications in this document or Using Record Lists in the ServiceNow Wiki. Append the table name, followed by .do?sysparm_query=number= and the record number to the instance Web address. For example, this URL opens incident INC0000007 in the demo instance: https://demo.service-now.com/incident.do?sysparm_query=number=INC0000007 Additional record parameters can be applied using a URL. To learn more, see Navigating by URL in the ServiceNow Wiki.

To open an existing record in form view, use one of these methods:

Editing in Forms
To edit a record in form view: 1. Navigate to the form. 2. Enter appropriate data. 3. Save the record using one of these methods:

Click Submit or Update to save changes and return to the previously viewed page. Right-click the title bar and select Save to save changes without leaving form view. Right-click the title bar and select Insert or Insert and Stay to save the data as a new record instead of updating the current record (see Inserting a Record).

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NOTE Depending on the system setup, the data you enter in a form may affect other options on the form or change its appearance. For example, if you select a status of Closed for an incident, a Close Notes field may appear and may be required to save the record. Administrators can create custom form effects in a variety of ways, such including UI Policies and Client Scripts.

Inserting Records
Insert provides a method for creating multiple similar items, such as email notifications, users, groups, or business rules. Administrators may also enable the Insert function for task records. 1. Open a similar item. 2. Edit the item and give it a new Name. 3. Click one of the following:

Insert saves the item as a new record and returns to the previously viewed page. Insert and Stay saves and views the new record.

Insert Record

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Appendix A: Glossary
Below is a list of terms and definitions as they apply to the ServiceNow platform. admin: The admin (administrator) role in the platform, which has permission to perform almost all of the functions. The term admin usually includes both the global admin, and the admin for a given application. For example, both the admin and catalog_admin roles have rights to administer the Service Catalog. application: An application is a grouping of modules as they appear in the Application Navigator. Application Navigator: The Application Navigator is a navigation bar on the left side of the page that displays a list of applications and modules. banner frame: The banner frame is the portion across the top of every page that contains the platform's logo and basic global navigation choices. breadcrumbs: Breadcrumbs are a series of filters displayed as links at the top of a record list. Click the individual elements of the path to alter the filter and see a different group of records. Business Service Map (BSM): A Business Service Map is a graphical display of the configuration items (CI) within a system and their relationships. catalog item: A catalog item is any unique item or service in the Service Catalog that can be ordered by the end user. To specify how a catalog item is procured, who works on it, or how it is delivered, the item must be tied to a Service Catalog execution plan. client script: A client script is JavaScript you create to run in the client browser. Service-now supports the following script types:

onLoad() -- Runs when a form is loaded. onChange() -- Runs when a particular widget changes value. onSubmit() -- Runs when a form is submitted.

condition builder: A condition builder constructs a condition statement with a series of contextually generated fields. Condition builders are used in many applications, such as filters, survey administration, and access control administration. configuration item (CI): A configuration item (CI) is a computer or other device attached to an enterprise's networks. configuration page: The configuration page is the module within the Content Management System that sets the global defaults for content pages and sites. Configuration Management Database (CMDB): A CMDB is a database of the configuration items (CI) and their relationships within an enterprise's network. content frame: The content frame is the main area of the primary user interface. The content frame displays pages to which a user navigates. field: A field contains an individual item of data on a record in a table. field status indicator: A field status indicator is a colored bar that may appear to the left of form elements. These indicators convey field status, such as mandatory, read-only, and modified.

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filter: 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. form: A form is a page that allows users to view and enter data on a record in a table. gauge: A gauge is an item that can be added to a homepage or content page. Gauges display data in a variety of forms, such as charts and lists. graphical workflow: A graphical workflow is an interface that represents workflow events and transitions. homepage: A homepage is a dashboard that consists of navigational elements, functional controls, and system information (gauges). When a user first logs in to ServiceNow, the system homepage appears. Administrators can create other global homepages to provide an overview of frequently used information by application. Users can customize homepages for their personal use. left navigation bar: See Application Navigator. module: A module is a link in the Application Navigator that opens a page in the content frame or in a separate tab or window. navigation menu: See Application Navigator. PaaS: Platform as a Service provides a single streamlined environment that facilitates the development, testing, and deployment of applications, and also supports the building, testing and hosting of Web applications. platform: The platform is the complete set of the ServiceNow software services. plugin: A plugin is an extension to the existing platform that a user installs to add functionality to the platform. pop-up: A pop-up is a customizable information box about any field in a Service-now record that is displayed from a reference icon. You can define the fields to display in pop-ups and set the wait delay for the mouseover action. record: A record is an entry in a database table. reference field: A reference field draws data from a different table. reference icon: A reference icon displays customizable information about fields in Service-now forms when you hover your mouse over the icon. Reference icons appear on some forms and in all list views, enabling you to view abbreviated versions of records. role: A role is a category assigned to a user or group of users that defines access privileges to Service-now functionality. All groups or users assigned to a role are granted the same system access. Roles can also contain other roles; the combined role is granted all the access rights from all the contained roles. To learn more, see Creating Roles on the ServiceNow Wiki. SaaS: Software as a Service is a software delivery method that provides access to software and its functions remotely as a Web-based service. Software as a Service may also be referred to as hosted applications search page: A search page is a content page used to display search results. Service Catalog: The Service Catalog is the central repository of goods and services that your IT help desk provides for its users. Users can directly request these services and items from the Service Catalog. slushbucket: A slushbucket is a double column interface for choosing multiple selections from an available pool of items. table: A table is a collection of records in a database.

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view: A view is a saved version of a form or list. Views enable users to quickly display the same form or list in multiple ways. Administrators can create custom views. welcome page: A welcome page is displayed to visitors to the site before they log in. wizard: A wizard is a user interface element that provides a step-by-step sequence of dialog boxes to lead the user through a procedure. workflow: A workflow is a configured, automatic process for addressing a task.

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Appendix B: Article Sources

Navigation and the User Interface Source: http://wiki.service-now.com/index.php?oldid=72321 Navigating Applications Source: http://wiki.service-now.com/index.php?oldid=72324 Introduction to Searching Source: http://wiki.service-now.com/index.php?oldid=72325 Using Lists Source: http://wiki.service-now.com/index.php?oldid=72334 Finding Information in Lists Source: http://wiki.service-now.com/index.php?oldid=72357 Using Filters and Breadcrumbs Source: http://wiki.service-now.com/index.php?oldid=72365 Editing Lists Source: http://wiki.service-now.com/index.php?oldid=72398 Creating Personal Lists Source: http://wiki.service-now.com/index.php?oldid=72394 Using Forms Source: http://wiki.service-now.com/index.php?oldid=72401 Glossary Source: http://wiki.service-now.com/index.php?oldid=71450

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