ITSM Interview Questions

[Shubhi2]

1) How would you design a system where two different flows should never update the same record at the same time?

2)You need to trigger different flows from a single catalog item based on user department. How do you structure it without duplicating flows?

3) A flow sends duplicate notifications on record update. What could be the cause and how do you prevent it?

4)How do you identify and improve performance on a table where thousands of GlideRecord queries are causing slowness?

5) How would you prevent multiple Business Rules from conflicting when updating the same field?
Can you create a rollback mechanism if a Business Rule update breaks production logic?

6)An async Business Rule is running, but updates are delayed by 10+ minutes. How do you debug?
7) Your scheduled job ran, but skipped some records. How do you trace what happened and fix it?

😎 How do you handle race conditions when multiple scripts try to update the same record simultaneously?

9) When would you use an Event vs Scheduled Job vs Queue?

10) You need to prevent a Business Rule from triggering if the record is being updated via Flow Designer. How will you do that?

11)How do you implement an auto-deactivation flow for users inactive for 45 days — without running into license or audit issues?

12) .Scenario:
A catalog item requires user input. Approver keeps rejecting until valid info is shared. How to configure?

I can take help from ChatGPT but I rely on techie's answer as they are expert in ServiceNow. Please help

[GlideFather]

Hi @Shubhi2 the questions are very vague and I think that each of them ight be interpreted very widely... without details it is like going to hospital and asking "What doctor shall I see?", well if you head a broken leg it will be a different doctor than for your heart arrythmia or your eyes... without any detail the questions are unclear but I tried anyways 😛

1) How would you design a system where two different flows should never update the same record at the same time?

• Proper trigger conditions.

2)You need to trigger different flows from a single catalog item based on user department. How do you structure it without duplicating flows?

• Each cat item is associated with one flow only, but you can have a parallel one(s). Flow1 for creation, flow2 for update, flow3 for approval... or single flow for everything, depends on details.
• More details needed, question is unclear.

3) A flow sends duplicate notifications on record update. What could be the cause and how do you prevent it?

• Duplicate flow, duplicate notification, no universal answer, depends on configurations

4) How do you identify and improve performance on a table where thousands of GlideRecord queries are causing slowness?

• trying to replace GR with GlideAggregate where possible,
• merge and lower the number of scripts, unify the GR queries in the lowest number of scripts possible
• review GR conditions to update only necessary

5) How would you prevent multiple Business Rules from conflicting when updating the same field?
Can you create a rollback mechanism if a Business Rule update breaks production logic?

• BR has no rollback, but fix script or update jobs do.
• setWorkflow(false); to prevent recursions 

6) An async Business Rule is running, but updates are delayed by 10+ minutes. How do you debug?

• no answer

7) Your scheduled job ran, but skipped some records. How do you trace what happened and fix it?

• Debug the code in scheduled job
• is there setLimit() or anything else?

8 ) How do you handle race conditions when multiple scripts try to update the same record simultaneously?

• depends on what are the scripts (BR, scheduled job, (work)flow...)?
• better description is needed

9) When would you use an Event vs Scheduled Job vs Queue?

• you can use a combination > scheduled job fires an event
• Queue for AWA? details needed

10) You need to prevent a Business Rule from triggering if the record is being updated via Flow Designer. How will you do that?

• setWorkflow(false);

11)How do you implement an auto-deactivation flow for users inactive for 45 days — without running into license or audit issues?

• Scheduled job executed daily, if conditions OK then update accordingly
• report/dashboard to review data and verify the job is working

12) .Scenario:
A catalog item requires user input. Approver keeps rejecting until valid info is shared. How to configure?

• I don't understand the question
• but any user input = mandatory fields or evaluation method to receive it in the right format

[Dr Atul G- LNG]

Hi @Shubhi2 

Not sure who can help here, and since writing answers for these might be lengthy, it’s better if you first add your responses. We can then help bridge the gaps and guide you accordingly.