Best practices for citizen development

Roger Poore · ‎05-18-2022

I can't find any official practical advice for handling citizen developers. The only thing I'm finding is "have 'em use App Engine Studio" and "be there to answer all their questions".

We have a growing number of citizen developers who have the same level of permissions as the platform engineering team. Someone, @Chuck Tomasi, tell me that this is not what ServiceNow is recommending. Because it scares me to death. Just for starters, as admins, they have access to all the stored usernames and passwords we have in the credential store (like for REST/SOAP integrations with basic auth). The passwords are easily decoded.

Second, our MID server services are running as an AD user that has permissions to modify AD and Exchange objects. This, essentially, makes all of our ServiceNow admins an AD and Exchange admin. I accidentally demonstrated this by accidentally adding 1000 production mailboxes to my own mailbox. Doh! Fortunately, I work with the engineers on a daily basis and we fixed it real quick.

Anyway, I'd like to hear how you guys are dealing with citizen developers.

Thanks

-Roger

Community Alums · ‎05-18-2022

Hi @Roger Poore ,

A ServiceNow Citizen Developer is a digitally-skilled employee with little to no coding experience who creates business applications/workflows on the ServiceNow low-/no-code platform using App Engine Studio.

Here is the Best Practice shared :https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/customer-prof...

Also, https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/workbook/citi...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep