Community Resources articles

How to Become a ServiceNow MVP by Sharing What You Know

Bill Martin — Sun, 17 May 2026 07:29:52 GMT

Want to become a ServiceNow MVP? Start by sharing the problems you already solve. This article shows how your daily work, repeat questions, and public answers can build real community value and grow your expert status over time.

How to resolve issue with Correlator id when using executeAsync() without Midserver

raghu59 — Tue, 07 Apr 2026 17:10:10 GMT

Issue-

A frequently encountered challenge when using executeAsync() is how to process the response coming back from the 3rd party and correlate to the source. This is because the correlation identifier set on the outbound request is not propagated to the corresponding input record in the ECC Queue — consequently, it becomes unfeasible to identify the originating source record and process the response without an alternative correlation strategy

Sample Requirement -

Whenever an incident is created, an outbound call (asynchronous) should be triggered to the 3rd party and description of the incident should be updated with the response from the 3rd party.

Solution -

1) Create BR on the incident table as below (on Insert)-

2) Create another BR on ecc_queue table with the required conditions like

Agent - RestClient

Queue- Input

State- Ready

Source - <3rd party URL>

3) The actual issue is correlating the Input to the Output record as the Correlation value for Output is populated by using below code in the BR -

restMessage.setEccCorrelator(correlator); but in the input record, this Correlation value is empty.

4) To resolve this, we can use the link between Input and output record i.e 'Response to' column in the ECC Queue BR -

var correlator = current.response_to.getRefRecord().getValue('agent_correlator');

- Adding the below BR scripts used for this integration just for the reference -

BR on Incident table -

(function executeRule(current, previous /*null when async*/) {

var correlator = current.number;

try {

// ── Step 1: Build REST Message ──

var restMessage = new sn_ws.RESTMessageV2();

restMessage.setHttpMethod('GET');

restMessage.setEccCorrelator(correlator);

restMessage.setEndpoint(

'https://api.ipify.org?format=json'

);

// ── Step 2: Execute the call ──

var response = restMessage.executeAsync();

}

catch(ex) {

gs.error(

'[IPifyBR] Error: ' + ex,

'IPifyBR'

);

}

})(current, previous);

BR on ECC Queue table -

(function executeRule(current, previous) {

try {

// ── Step 1: Get raw XML payload ──

var payloadXML = current.getValue('payload');

if (!payloadXML) {

gs.error(

'[ECC_BR] Payload is empty',

'ECC_BR'

);

return;

}

// ── Step 2: Parse XML ──

var xmlDoc = new XMLDocument2();

xmlDoc.parseXML(payloadXML);

// ── Step 3: Get status code ──

// From <parameter name="http_status_code"

// value="200"/>

var statusNode = xmlDoc.getNode(

'//parameters/parameter' +

'[@name="http_status_code"]'

);

var statusCode = statusNode

? statusNode.getAttribute('value')

: null;

gs.log(

'[ECC_BR] Status Code: ' + statusCode,

'ECC_BR'

);

// ── Step 4: Get response body ──

// From <output>{"ip":"148.139.1.10"}</output>

var outputNode = xmlDoc.getNode(

'//result/output'

);

var body = outputNode

? outputNode.getTextContent()

: null;

gs.log(

'[ECC_BR] Body: ' + body,

'ECC_BR'

);

// ── Step 5: Process response ──

if (statusCode == '200' && body) {

// Parse the JSON inside the output

// body = {"ip":"148.139.1.10"}

var parsed = JSON.parse(body);

var ip = parsed.ip;

gs.log(

'[ECC_BR] IP Address: ' + ip,

'ECC_BR'

);

// ── Step 6: Update the incident ──

// Find the incident using correlator

// or whatever reference you stored

// var correlator = current.getValue(response_to.agent_correlator);

var correlator = current.response_to.getRefRecord().getValue('agent_correlator');

var gr = new GlideRecord('incident');

gr.addQuery(

'number',

correlator

);

gr.setLimit(1);

gr.query();

if (gr.next()) {

gr.setValue(

'description',

'Public IP captured: ' + ip

);

gr.update();

gs.log(

'[ECC_BR] Updated incident: ' +

gr.getValue('number'),

'ECC_BR'

);

} else {

gs.error(

'[ECC_BR] No incident found ' +

'for correlator: ' + correlator,

'ECC_BR'

);

}

} else {

gs.error(

'[ECC_BR] Bad response — ' +

'Status: ' + statusCode +

' | Body: ' + body,

'ECC_BR'

);

}

} catch(ex) {

gs.error(

'[ECC_BR] Error: ' + ex,

'ECC_BR'

);

}

})(current, previous);

From Setup to Scale: Activate, Deploy, and Trust Your Agentic AI

Janet Achorn — Mon, 09 Mar 2026 21:42:03 GMT

Please take a look at the below series to see how to walk through your agentic AI deployment journey with ServiceNow. If you are at an AI Summit or going to one shortly, you know how important getting started can be - take advantage of this series to get ahead.

Prerequisites:

Now Assist entitlement AND
Zurich Patch 5 with Version 12.1.1 of Now Assist for IT Service Management OR
Yokohama Patch 11 with Version 11.3.2 of Now Assist for IT Service Management AND
AI Search enabled

Three sessions for each region, one hour each with expert presentation, demonstration of hands-on configuration guidance, open discussion and Q&A - live and interactive. Come and join us to get started on your journey!

Registration Link:

https://info.servicenow.com/ServiceNowExchange-AgenticAI.html

IT + Cloud + AI Fundamentals – The Foundation Every ServiceNow Professional Must Understand

PrasadShelar — Sun, 01 Mar 2026 19:45:48 GMT

Hello Community,

Before we start configuring tables, writing Business Rules, or building Flows in ServiceNow, there’s something more important — understanding the architecture behind it.

In this session, I explained the core foundations every aspiring ServiceNow professional should know:

• Application Lifecycle (Planning → Development → Maintenance)
• Web Architecture (Client → Server → Database)
• Cloud Models (IaaS, PaaS, SaaS)
• Why ServiceNow is SaaS
• AI & Generative AI in ITSM
• Real examples of Predictive Intelligence and Now Assist

Many learners jump directly into the platform. But when you understand how applications work behind the scenes, ServiceNow becomes much easier to grasp.

You stop seeing forms and buttons —
You start seeing tables, logic, and architecture.

This session is part of the Pro ServiceNow Developer Weekend Mentorship Program (Marathi).

Session 1: IT + Cloud + AI Fundamentals | ServiceNow Career Roadmap (Beginner to Developer) | (Marathi)

If you are beginning your ServiceNow journey or guiding freshers, this foundation session will help you build the right mindset.

Let’s build professionals — not just users.

#ServiceNow #ITSM #Cloud #AI #CareerGrowth #CSA #CAD

Debugging OIDC Single Sign-On feature in ServiceNow

Ambuj Tripathi — Sun, 18 Jan 2026 16:50:24 GMT

Hello Folks! Happy New year!

Introduction

As OIDC is picking up the pace as compared to the other options like SAML, its crucial to add more details around this specifically when it comes to debugging the OIDC flow.

In this article I am going to explain the OIDC SSO login debugging and a few other details. In the first section I will explain the basics of OIDC and how ServiceNow acts as a service provider in this case. In the second section of the article I have explained the detailed debugging steps.

OIDC Overview

OIDC (Open ID Connect) is the latest and modern identity protocol that is built on Oauth2.0.

Core Components: Here are the key components of standard OIDC flow -

Core Purpose: Authentication protocol that lets applications verify user identity without handling passwords
Key Components:

Identity Provider (IdP): The trusted service that knows the user (e.g., Google, Okta)
Relying Party (RP): The application that needs to verify user identity (ServiceNow here)
End User: The person trying to log in

Standard OIDC Flow:

How It Works:

User clicks "Login with Okta" on your app
App redirects to Google (IdP)
User authenticates with Okta
Okta sends back:
- Authorization Code + other details.
Relying party calls Okta API to get ID Token.
Relying Party establishes the session if ID Token is valid

ServiceNow as Relying Party:

OIDC flow if ServiceNow acts as Service Provider (Relying party) -

Initial Request

App redirects user to IdP with:
- client_id
- redirect_uri
- scope (e.g., "openid profile email")
- state (for verification)
- response_type=code

User Authentication

User logs in at IdP
IdP asks user to consent to requested scopes

Authorization Code Return

IdP redirects back to app's redirect_uri with:
- code (short-lived, one-time-use)
- state (same value for verification)

Token Exchange (Backend-only)

App server sends to IdP:
- Endpoint: /token
- code
- client_id
- client_secret
- redirect_uri
- grant_type=authorization_code
IdP returns:
- ID Token (JWT with user info)
- Access Token (Mandatory)
- Refresh Token (optional)

UserInfo Endpoint Call (optional, only if user provisioning enabled in servicenow)

App server sends to IdP:
- App uses Access Token to request additional user info
- Endpoint: /userinfo
- Headers Format: Authorization: Bearer <access_token>
IdP returns:
- Returns: Additional user claims about user

Debugging Setup

This section covers the step by step debugging of OIDC flow in servicenow.

Prerequisites

Below properties are required to make sure the OIDC is enabled in the instance

glide.authenticate.multisso.enabled com.snc.platform.security.oauth.is.active

Glide Properties controlling the OIDC feature debugging in -

glide.authenticate.multisso.debug

Once the debug property is enabled, the additional debug logs will start generating for the OIDC SSO flow. Just by enabling the above mentioned SSO debug property, we can get most of the details like the which SSO record getting selected for Authentication, redirection URL with scopes, the auth code getting sent from the IDP, the returned result of the back channel call and why exactly the flow failed if happening so.

Basic SSO Debug Logging

However, in case of failures, it may not present a clear picture since some of the transactions take place only in the back channel and no additional debug details are logged due to security reasons or due to heavy debug logs being generated by default.

As we have seen the OIDC flow for Servicenow, the first step is getting the auth code from IdP. This step is easy to debug, that is getting the auth code from the identity provider. As the action is performed between the IDP and browser client, auth code being received can be seen clearly in the browser URL. This step is complete once the IDP redirects the request to ServiceNow on the instance/navpage.do endpoint with Authcode and other parameters.

The next subsequent and important step is the back channel call in which ServiceNow hits the IDP token end point with the clientID, client Secret, AuthCode and other additional parameters. This is an outbound HTTP call to the IDP from ServiceNow which is a backchannel call (Server to server HTTP call) and to get the complete picture of what is happening behind the scene, two important debug steps to be taken -

Enhanced OAuth Utility Logging

Add debug logs in the OauthUtil script include to enable the additional debug logging. This is a relatively very simple step but its almost as effective as the other step next to it. The only case it fails into is when the outbound http request itself didn’t complete and failed for some reasons.

In this step, the idea is to add two debug statements in the OauthUtil script include and it requires appropriate access to edit both SSO configurations and script includes to make changes into it. Link of the script include is (instance to be replaced with actual servicenow instance)-

https://instance.service-now.com/sys_script_include.do?sys_id=3e3a3a11c333210016194ffe5bba8f70&sysparm_view=oauth_oidc_provider

Code change to be done to get additional debug logs -

postprocessAccessToken: function(accessTokenResponse) { var contentType = accessTokenResponse.getContentType(); if (contentType && contentType.indexOf('application/json') != -1) { var tokenResponse = (new global.JSON()).decode(accessTokenResponse.getBody()); gs.debug("DebugOIDC:Response: " + JSON.stringify(tokenResponse)); //DEBUG var paramMap = accessTokenResponse.getparameters(); for (param in tokenResponse){ paramMap.put(param, tokenResponse[param].toString()); gs.debug("DebugOIDC:param: " + param + ", Response: " + tokenResponse[param].toString()); //DEBUG } } },

Once this change is done, you need to set this script include into Oauth OIDC entity record:

Navigate to oauth_oidc_entity table, open the record corresponding to your OIDC IDP record (alternatively you can open the IDP record from the navigation, open the IDP record and navigate to the entity tab to get the same record).
Once on the OIDC Entity record form view, open the Oauth API script selector field, search for OauthUtil script record which you modified above and select it.

This will ensure the changes we did are now effectively getting applied and it would print the required debug details. Now reproduce the issue again, then open the system logs and search with "DebugOIDC" keyword to get the required debug logs like this:

Below mentioned information can be retrieved using this debug step -

Access Token, ID Token and other output parameters
Complete response output of the http outbound call made to the IDP.

Outbound HTTP Debug logging

As this back channel call falls under outbound http category, enabling the outbound http debug logs will give the complete details of the back channel call.

Outbound HTTP Properties List - https://www.servicenow.com/docs/bundle/zurich-api-reference/page/integrate/outbound-web-services/reference/outbound-logging-properties.html

Steps of enabling the debug properties and getting the debug logs -

Properties to bet set for debugging OIDC SSO flow -
- glide.outbound_http.content.max_limit = 2000
- glide.outbound_http_log.override = true
- glide.outbound_http.file.log.allow.all.fields = true
- glide.outbound_http.text.content_types = application/x-www-form-urlencoded
- glide.outbound_http_log.override.level = all
Once the above properties are set accordingly, navigate to All-> System Logs -> Outbound HTTP Requests. Log Table Name - sys_outbound_http_log
Apply the filter in table list view on URL hostname column with URL hostname of the IDP. Alternatively filter can be applied on the URL path with "token" keyword. The exact endpoint looks similar to this - https://trial-account.okta.com/oauth2/default/v1/token.
Once the exact http request has been identified, we can get the complete details from this like response status, failure reason, request parameters being sent from ServiceNow, response parameters being received etc. [refer to attached screenshots below]

Here is the sample request and response of a successful backchannel call:

Request -

Response -

Security Considerations & Cleanup Procedures (Must read) -

1: The second step is only required/helpful if

either the backchannel call fails, in which case you may not get the complete details.
or you are not able to/don't want to make the changes into the script include mentioned above. However, you can revert the changes made into that script anytime to avoid any issues further.

2: The debug properties/http outbound logs/other customisations done in any of the scripts must be switched off due to below reasons.

It continues to print ID token/Access token and other sensitive details in the debug logs.
Debug log occupies additional disk space.

Happy debugging!

Cheers!

CSM - technical checks and test cases to prevent performance challenges

Yonghui Zhong — Wed, 14 Jan 2026 11:17:42 GMT

Context:

1. Customer is asking for technical checks and test cases for ServiceNow platform, before moving to production.

2. This is more proactive test cases and code level checks before moving to Performance Load Test where customer is using Selenium for regression test and WPT for load running checks.

3. There are few specific modules that previously has performance challenges, like:

- Manager Landing Page

- Case load

- Shipment ID Search

- Case search

Questions: are there any test cases or checks that customer's technical team can do such that they are able to catch the performance issues on code level first before moving to performance load test?

Scripting, Performance, and Queries, OH MY

TheManMythLgnd — Tue, 23 Dec 2025 20:08:35 GMT

One of the things I've found over the years pretty frequently is the question from junior devs asking about how they can make their 'code' more performant.

There's stuff everywhere and I haven't seen one place that has these little tips and tricks so here we go!

1. Use get().

Seriously use get() where you can. If you have the sys_id for an object and are just trying to return one record this is super easy peasy. You don't even HAVE TO HAVE A SYS_ID. You can use a unique value!

Here are some examples for how to use it!

I can return a specific record:

var gr = newGlideRecord('incident'); gr.get('ENTER-SYS-ID-HERE');

I can try to return a specific record and if it doesn't find it, do something:

var gr = newGlideRecord('incident'); if(gr.get('ENTER-SYS-ID-HERE')){ //do something because it found the record } else { //do something else because you didn't find the record }

I can use a specific field that holds a unique value:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.get('number', incNumber);

2. Use setLimit()

If you are scripting out a query and need to return 1, single record: use setLimit( 1 ). If you are trying to return 10 records, use setLimit(10). This means that you are not going to query the entire table for that result and that means that it'll return faster!

Here are some examples for how to use it!

If I want to return 1 record:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.addQuery('number', incNumber); gr.setLimit( 1 ); //spaces added for web formatting - remove the spaces between the 1 and the ( ) gr.query();

If I want to return any 10 records for a query:

var ci = 'OfficePC2'; var gr = newGlideRecord('incident'); gr.addQuery('cmdb_ci', ci); gr.setLimit(10); gr.query();

3. Short-circuit

Using the boolean || will allow you to 'short-circuit' your logic. This means that if you evaluate whether A or B = 1, if it evaluates A = 1, it'll skip B allowing for faster processing.

For example, if you are doing this:

if (name.startsWith('a')){ return true; } else if (name.startsWith('b')) { return false; } else if (name.startsWith('c')) { return true; }

You can instead do this:

if(name.startsWith('a') || name.startsWith('c') ){ return true; } else { return false; }

Now, if you're talking about queries, here's what ServiceNow has to say:

Common reasons for slow queries

A query has too many OR conditions (for more information, see Contains queries and domain access). In the domain hierarchy, place the user or a domain at a hierarchy level where contains or visibility is not needed.
The query method is not the domain path query method (for more information, see Domain paths query method😞 If you are not using the domain path query method, contact Customer Service and Support.
A query needs a database to be indexed so you can see what is in the database quickly. If you can identify the slow query, run the "explain plan" to see if there are options for indexing available. The "explain plan" is a function of SQL that shows the query and what is going on with it.

Understanding User and Group Administration in ServiceNow

Abhishek_Thakur — Fri, 07 Nov 2025 12:34:34 GMT

🔹 Introduction

User and Group Administration is one of the most fundamental aspects of managing access and responsibilities in ServiceNow. Every ServiceNow Administrator should have a strong understanding of how users, groups, and roles work together to control access and define responsibilities across the platform.

In this article, we’ll cover:

What is a User in ServiceNow
What is a Group in ServiceNow
How to create Users and Groups
How to assign Roles
Best practices for managing Users and Groups

👤 What is a User in ServiceNow?

A User in ServiceNow represents an individual who has access to the instance. Each user record holds key details such as:

Name
Email
Department
Roles
Manager
Active status

Users can be internal employees, external partners, or customers — depending on how your instance is configured.

🧠 Tip: It’s always good practice to deactivate user accounts that are no longer required to maintain security and system cleanliness.

👥 What is a Group in ServiceNow?

A Group is a collection of users organized based on department, role, or function (e.g., IT Support, HR Team, Change Management Team).

Groups are often used for:

Assigning approvals
Distributing tasks
Managing user access collectively

🔄 Example: Instead of assigning the “ITIL” role to every Service Desk agent individually, you can assign it once to the Service Desk Group. Every user added to that group will automatically inherit the assigned role.

🛠️ How to Create a User

Navigate to User Administration → Users
Click New
Fill in the required details like User ID, Name, Email, etc.
Click Submit
Assign roles as needed using the Roles related list

🧭 How to Create a Group

Navigate to User Administration → Groups
Click New
Enter Group Name and Description
Add Members (Users) to the group
Assign Roles to the group if necessary

🧩 Assigning Roles to Users or Groups

Roles define what actions a user or group can perform within the ServiceNow instance.

You can assign roles directly to a user or indirectly through group membership.
Assigning roles via groups is often more efficient, especially for teams with similar access needs.

💡 Best Practices

✅ Assign roles through groups whenever possible — it’s easier to manage and audit.
✅ Regularly review inactive users and remove unnecessary access.
✅ Keep user and group naming conventions consistent for clarity.
✅ Document role assignments for governance and compliance.
✅ Avoid giving admin-level roles unless absolutely required.

🎥 Watch the Video Tutorial

If you’d like to see a step-by-step demonstration, check out my latest YouTube video where I walk through:

Creating users and groups
Assigning roles
Understanding inheritance
Implementing best practices

📺 Watch here: https://youtu.be/Ci8cHg-k4Vs

🏁 Conclusion

Proper management of Users, Groups, and Roles in ServiceNow ensures secure access control and smoother operational management. Following best practices will not only simplify administration but also strengthen compliance and data integrity within your instance.

Understanding Import Sets in ServiceNow — Step-by-Step Guide

Abhishek_Thakur — Mon, 03 Nov 2025 19:49:22 GMT

When working with data in ServiceNow, there are often situations where we need to import external data—such as user details, assets, or configuration items—into the platform.
This is where Import Sets come into play. Import Sets provide a powerful mechanism to bring external data into ServiceNow.

What are Import Sets?

An Import Set in ServiceNow provide a powerful mechanism to bring external data into ServiceNow.

⚙️ Steps to Work with Import Sets

1️⃣ Data Load

You can import data into ServiceNow from external sources such as Excel, CSV, XML, or via a direct integration.

Navigate to System Import Sets → Load Data.
Choose your data source (e.g., Excel file).
Upload the file and define a staging table where the data will be temporarily stored.

👉 After loading, ServiceNow automatically creates a staging table with the prefix u_ that contains all the imported records.

2️⃣ Create a Transform Map

A Transform Map defines how data moves from the staging table (source) to the target table (destination).
To create a Transform Map:

Navigate to System Import Sets → Create Transform Map.
Select your source table (staging table) and target table (e.g., incident, cmdb_ci_computer, u_employee_details, etc.).

Now, map the fields between the two tables.
You can use either:

Auto Mapping Assist — Automatically maps fields with matching names.
Mapping Assist — Allows you to manually define the mapping for each field.

You can also include Transform Scripts for additional data manipulation during the transformation process.

Note: - Once, field is mapped either via mapping assist or Auto Map Matching Fields at right you observe a "Coalesce" by default the value is false. You can make it to true for any field it defines the uniqueness of the records to prevent from duplicity. In case, for instance, if you need to update some existing data in system, then you can make "Coalesce" for any field and based on that it will serach for the records, if with that uniqueness record found, that it will update the existing record else it will create new record.

3️⃣ Run the Transform

Once the mapping is ready, you can execute the transform to move data from the staging table to the target table.

Click Run Transform.
Review the Transform History to verify if all records were successfully inserted, updated, or ignored.

🧠 Key Concepts

Concept	Description
Staging Table	Temporary table created to hold imported data before transformation.
Target Table	The destination table where the final data is stored.
Transform Map	Defines how fields from the staging table map to the target table.
Coalesce	A feature that ensures no duplicate records are created during transformation.

🪄 Example Scenario

In this demonstration, I imported user data through an Excel sheet into a staging table.
Then, I created a transform map to move the records into a custom target table. Using Auto Mapping Assist and Mapping Assist, I mapped the respective fields and ran the transform successfully to populate my target table with clean data.

💡 Best Practices

Always review imported data in the staging table before transforming.
Use Coalesce on unique fields like "email" or "username" to prevent duplicates.
Test mappings in a development or test environment first.
Regularly clean up old staging tables to maintain system performance.

🎯 Conclusion

Import Sets are an essential feature in ServiceNow for bringing external data into the platform efficiently and securely.
By mastering data loads, transform maps, and field mappings, you can streamline your data migration and integration processes effectively.

📺 Watch the complete video tuttorial: https://youtu.be/seQQhti93WY?si=yIjRol-1bUTgpnsP
Learn visually how to import data from Excel, create transform maps, and perform transformations with mapping assists.

🧭 Understanding Lists and Forms in ServiceNow: A Complete Guide to Configuration

Abhishek_Thakur — Sun, 02 Nov 2025 09:53:10 GMT

When working with ServiceNow, Lists and Forms are the two primary interfaces through which users interact with data. Whether you’re managing incidents, requests, or custom tables, mastering how to configure Lists and Forms can make your instance more intuitive, user-friendly, and aligned with your organization’s processes.

In this article, we’ll explore what Lists and Forms are, why they’re essential, and how you can configure them effectively in ServiceNow.

🔹 What Are Lists in ServiceNow?

A List in ServiceNow represents a set of records displayed from a table. For example, when you open the Incident module, you see a list of all incident records. Lists are not just data views — they are powerful tools that allow filtering, sorting, and editing records directly from the interface.

Key Features of Lists:

Displays records in a tabular format.
Supports powerful filters, breadcrumbs, and sorting options.
Can be customized to show relevant fields for different users or roles.

🔹 What Are Forms in ServiceNow?

A Form in ServiceNow is used to view or modify a single record from a table. Each record you open from a list will appear in a form layout. The form organizes fields logically, helping users capture and manage data efficiently.

Key Features of Forms:

Displays individual record details.
Supports UI Policies, Client Scripts, and Business Rules.
Allows configuration through Form Designer or Form Layout & Form builder.
Can include related lists for connected records (like Tasks, Attachments, or Notes).

⚙️ How to Configure Lists in ServiceNow

Customizing a list layout helps tailor data visibility according to your needs.

Steps to configure a list layout:

Navigate to the list you want to configure (e.g., Incident > All).
Right-click on the list header and select Configure → List Layout.
Add or remove fields from the available options.
Reorder columns by dragging them up or down.
Click Save to apply your changes.

✅ Pro Tip: You can also use Personalize List Columns (gear icon) to create a user-specific view without changing the global layout.

🧩 How to Configure Forms in ServiceNow

There are three main ways to configure forms in ServiceNow — Form Layout and Form Designer

Using Form Layout:

Open any record (e.g., an incident).
Right-click the header → Configure → Form Layout.
Move fields between the Available and Selected columns.
Save the layout to update the form.

Using Form Designer:

Right-click the header → Configure → Form Designer.
Drag and drop fields onto the form.
Organize sections and tabs for better usability.
Click Save when done.

✅ Pro Tip: Use Form Designer for a visual, drag-and-drop interface, especially when dealing with complex forms or multiple sections.

🧠 Best Practices for Configuring Lists and Forms

Keep layouts simple and consistent across tables.
Display only relevant fields to reduce clutter.
Use related lists to improve navigation between related records.
Apply UI Policies and Client Scripts to enhance user experience.
Regularly review configurations as processes evolve.

🏁 Conclusion

Lists and Forms are the backbone of the ServiceNow user experience. Understanding how to configure them empowers administrators and developers to create a streamlined, efficient interface for end users.

By applying the right configurations, you can enhance data visibility, reduce complexity, and ensure users interact with the platform efficiently.

If you’re looking for a visual walkthrough, check out my latest YouTube video:
🎥 “Mastering Lists & Forms in ServiceNow | How to Configure Lists and Forms”

SN data center locations

Geo92341 — Tue, 23 Sep 2025 16:13:32 GMT

Hi SN teams,

Any one have the most recent SN data location jpeg?

Thanks

George

Scripting, Performance, and Queries, OH MY

Ryan_Gillespie — Tue, 23 Dec 2025 20:02:26 GMT

One of the things I've found over the years pretty frequently is the question from junior devs asking about how they can make their 'code' more performant.

There's stuff everywhere and I haven't seen one place that has these little tips and tricks so here we go!

1. Use get().

Here are some examples for how to use it!

I can return a specific record:

var gr = newGlideRecord('incident'); gr.get('ENTER-SYS-ID-HERE');

I can try to return a specific record and if it doesn't find it, do something:

var gr = newGlideRecord('incident'); if(gr.get('ENTER-SYS-ID-HERE')){ //do something because it found the record } else { //do something else because you didn't find the record }

I can use a specific field that holds a unique value:

var incNumber = 'INC0012345'; var gr = newGlideRecord('incident'); gr.get('number', incNumber);

2. Use setLimit()

Here are some examples for how to use it!

If I want to return 1 record:

If I want to return any 10 records for a query:

var ci = 'OfficePC2'; var gr = newGlideRecord('incident'); gr.addQuery('cmdb_ci', ci); gr.setLimit(10); gr.query();

3. Short-circuit

Using the boolean || will allow you to 'short-circuit' your logic. This means that if you evaluate whether A or B = 1, if it evaluates A = 1, it'll skip B allowing for faster processing.

For example, if you are doing this:

if (name.startsWith('a')){ return true; } else if (name.startsWith('b')) { return false; } else if (name.startsWith('c')) { return true; }

You can instead do this:

if(name.startsWith('a') || name.startsWith('c') ){ return true; } else { return false; }

Now, if you're talking about queries, here's what ServiceNow has to say:

Common reasons for slow queries

A query has too many OR conditions (for more information, see Contains queries and domain access). In the domain hierarchy, place the user or a domain at a hierarchy level where contains or visibility is not needed.
The query method is not the domain path query method (for more information, see Domain paths query method😞 If you are not using the domain path query method, contact Customer Service and Support.
A query needs a database to be indexed so you can see what is in the database quickly. If you can identify the slow query, run the "explain plan" to see if there are options for indexing available. The "explain plan" is a function of SQL that shows the query and what is going on with it.

38 Feature of 38th Release - Zurich

Dr Atul G- LNG — Mon, 04 Aug 2025 10:12:28 GMT

Video Link: https://youtube.com/live/YIDLs6UoeUA?feature=share

Playlist Link: https://www.youtube.com/playlist?list=PLi0Ik1xCDEbKxFhjDMMINC8gJI3O_Tpxv

Quick docusign setup with document templates in the HRSD

DeepakV76228068 — Thu, 04 Sep 2025 15:15:39 GMT

Hi Everyone,

This document provides instructions for setting up DocuSign and enabling external signing through document templates in the HRSD module.

Required Plugins:

Document Template Integration with DocuSign
Document Template
Human Resources Scoped App: Core

Configuration Steps for DocuSign Spoke

Create a DocuSign Developer Account
In the Admin tab, navigate to ‘Connect’.
Create a new ‘Custom’ configuration.
Fill in the following details:
a. Name: Enter your instance name or any preferred identifier.
b. URL to Publish: https://{instance_name}.service-now.com/api/sn_docusign_spoke/docusign_webhook
c. Event Settings:
- Data Format: Legacy
- Event Message Delivery Mode: Aggregate
- Trigger Events: Envelope Sent, Envelope Delivered, Envelope Signed/Completed, Envelope Declined, Envelope Voided
d. Integration and Security Settings:
- Select Include Basic Authentication Header and provide the ‘admin’ username and password.
Click on Apps and Keys:
a. Under Authentication, add the Secret Key and save it for later use.
b. Additional Settings:
- Redirect URIs: https://{instance_name}.service-now.com/oauth_redirect.do
c. Save the configuration.

Configuration Steps in the ServiceNow Instance

Download the setup folder.
Import all XML files provided in the setup.
Open the script in the Background Scripts module.
Update the specified values in the script, then run it.
Assign the ‘sn_docusign_spoke.docusign_admin’ role to the ‘admin’ user.
Navigate to /oauth_2_0_credentials_list, open the DocuSignCreds entry, and click Get OAuth Token.
Go to /sn_docusign_spoke_accounts_list and click Get Accounts. (Refresh the page you should be able to see a record).

Testing the Flow

Create an HR case with the HR Service ‘Verification of Employment’.
Remove the Document Template category and select the DocuSignHTML template that was imported.
Ensure that the ‘Opened For’ user has a valid email address linked to the HR case.
Change the case state to Work in Progress.
Preview the document and initiate the Document Task.
You should see a Document Task created.
Open the document, sign it, and after a few seconds, the Document Task should automatically close

Let me know if you face any issue.If the blog helped, please give it a like.

Note:

If you are using Rest in Event setting then please include Recipients from Include Data as shown below.

Convert Knowledge Article to PDF in Servicenow Script (Article Body Field to PDF Generation)

Sohail Khilji — Tue, 15 Apr 2025 08:58:33 GMT

Servicenow PDF Generation Script

servicenowpdfgeneration

Line 2 : Replace sys_id with your KB sys_id or make it dynamic as needed

Last line : replace sys_id with your sys_id or make it dynamic as needed

pagePorperties : Update the page properties as required.

var gr = new GlideRecord('kb_knowledge'); gr.get('6b7c4bba93bc26108af172ba2bba1006'); var html = gr.getValue('text'); var pageProperties = { HeaderImageAlignment: 'LEFT', PageSize: 'A4', GeneratePageNumber: 'false', TopOrBottomMargin: '72', LeftOrRightMargin: '50' }; new sn_pdfgeneratorutils.PDFGenerationAPI().convertToPDFWithHeaderFooter(html, 'kb_knowledge', '6b7c4bba93bc26108af172ba2bba1006', 'your_pdf_name_temp', pageProperties );

#servicenowpdf #pdfgeneration #servicenowpdfgeneration #servicenowpdfscript #converttopdf

Regarding CSA certificate

BhanuprakaT — Wed, 28 Aug 2024 14:24:10 GMT

Please provide some websites to practice CSA questions

Delay in CSAT/Survey Emails

SN_Learn — Thu, 28 Mar 2024 11:44:22 GMT

Hi All,

In this article, let's explore one of the ways of setting up delay in the CSAT/Survey emails post the closure of a ticket.

Use Case:

End User confirms that the issue is resolved and closes the ticket, then a notification gets triggered for the CSAT and end user need to provide the feedback. They submit the feedback from the portal still they receive the email for the survey which they should not because they have already submitted it from the service portal. In this scenario, we can add a delay of 15-20 minutes so that we can check whether survey is already submitted or not, if not we will trigger the notification after 10-15 minutes.

Implementation Steps

1. Navigate to [sysevent_register] table and create a new event called delay.csat.survey.eng on the table [asmt_assessment_instance]

2. We will create a new business rule on the table 'Assessment Instance' [asmt_assessment_instance].

When to run: after insert, you can provide filter conditions as per your setup.

Example: 'Metric type.Evaluation' method 'is' 'Survey'

'Assigned to' 'is not empty'

'Trigger table' 'is' 'incident'

In the advance section, write the below code

(function executeRule(current, previous /*null when async*/ ) { if (current.state == 'ready') { var glideDelay = new GlideDateTime(); glideDelay.addSeconds(900); gs.eventQueueScheduled("delay.csat.survey.eng", current, current.number, '', glideDelay); } })(current, previous);

For more details about eventQueueScheduled, follow Article

3. Now we will trigger our CSAT notification with an event called 'delay.csat.survey.eng'

Notification will be on the table [asmt_assessment_instance]

When to run > Send when --> Event is fired

Event name 'delay.csat.survey.eng'

Condition --> 'State' 'is not' 'complete'

Define 'who will receive' and 'what it will contain' as per your requirement.

That's it. The notification will now wait 900 seconds and check the user's response before sending the CSAT survey email.

If this helped you in any way, Please hit like or mark it as helpful. Thanks.

100 Article Re-Writes!

sabell2012 — Thu, 04 Jan 2024 15:31:07 GMT

Finished my 100th blog article re-write on December 31st, 2023!

Configure User Autoprovisioning in OIDC Single Sign On (SSO) in servicenow

Ambuj Tripathi — Wed, 03 Jan 2024 20:30:17 GMT

This article will walk you through how we can configure User Auto-provisioning in OIDC SSO. These same steps can be followed for configuring user auto-provisioning for any OIDC identity providers like Okta, Azure etc.

1: Configure the OIDC SSO Record and make sure the login is working successfully with any existing user. User provisioning is not yet enabled.

2: Configure Auto provisioning by creating (or selecting the existing) data source corresponding to the provision method selected (ID Token/Userinfo/Both). In this example, I am using ID Token Data source.

3: If you are creating the new data source and with a new table, this table will not have any columns and you dont have to add any columns in it either. This table will be auto created after first login attempt. If you are using the existing table, you can go ahead and create the transform map using the existing columns. Make sure the columns you map are correct columns which are present in the ID Token/Userinfo response.

Here, since I have created a new table, this doesn't exist yet.

4: Login with any external user which is not present in the servicenow. This login attempt will fail with the below errors.

- Transform map record not provided, transform stopped

- TransformMapId is null, Skip adding transform entry.: no thrown error

Now, the above table demo_user_table1 will be automatically created with the required columns.

5: Now the transform map will have the option to map the fields from the source table (demo_user_table1) to the target table (sys_user) in this case. Map the fields that are required to be mapped in the transform map.

The data corresponding to the each column in both source and target tables can be seen in the data viewer section. This can be helpful to avoid incorrect mapping of columns from both the tables.

6: Save the Tranform map record after the mapping is done and login with the user.

Now the login should be successful with the external user which is not present in the servicenow and that user should also be created in the target table (sys_user).

Also the data source table (demo_user_table1) should contain a new entry for the above transformed record which got created after user login.

Thank you.

ServiceNow - Unknown To Known - Ep8 With Sanjiv Meher , 6X MVP , Kilo Patron

Dr Atul G- LNG — Mon, 01 Jan 2024 17:04:13 GMT

https://youtube.com/live/p8xZ6NDdt2M?feature=share