Amol Gaikwad – LogiUpSkill

Overview of ATF

Amol Gaikwad — Wed, 07 Jan 2026 14:29:31 +0000

Overview of ATF

Automated Test Framework (ATF) in ServiceNow

The Automated Test Framework (ATF) is a built-in ServiceNow tool designed to automate testing of your instance configurations, customizations, and applications. It allows you to create and execute automated tests that verify your ServiceNow instance continues to function correctly after changes, such as upgrades, new developments, or update sets.

Why Do We Need ATF?

In real-world ServiceNow projects, teams often customize core processes, including:

Incidents
Problems
Catalog Items
Flows
Business Rules

After platform upgrades or configuration changes, these customizations can sometimes break unexpectedly.

ATF addresses these challenges by:

Reducing the need for repetitive manual testing
Detecting issues early in the development cycle
Saving significant time and resources
Ensuring consistent quality and stability, especially during upgrades

By automating regression testing, ATF provides confidence that your custom business processes remain intact.

ATF helps to:

Reduce manual testing
Catch issues early
Save time
Ensure quality after upgrades

What Can ATF Test?

ATF is versatile and can validate a wide range of elements, including:

Incident creation and lifecycle
Service Catalog item submissions
UI Policies
Client Scripts
Business Rules
Flow Designer logic
Form field behaviors (mandatory, visible, read-only)
Approval processes
Server-side logic (e.g., Script Includes, SLA calculations)
REST APIs and integrations (via inbound/outbound messages or MID Server)

ATF supports client-side (UI) tests, server-side tests, and integration tests.

Main Components of ATF

ATF is built around several key components:

Test A complete end-to-end scenario that verifies specific functionality. Example: Create an Incident → Set field values → Submit → Validate outcomes.
Test Step Individual actions or assertions within a test. Examples: Open a form; Set field values, Click Submit, Assert field value. A single test consists of multiple ordered test steps.
Test Suite A collection of related tests (or even nested suites) for organized execution. Examples: Incident Management Suite, Catalog Suite, SLA Validation Suite.

Additional supporting elements include:

Test Runner Executes tests and displays real-time results (Passed, Failed, and Skipped), execution time, and error details.
Test Results Detailed logs with step-by-step status, runtime screenshots (for UI steps), and error messages for debugging.
Scheduled Test Runs Enables automated execution on a recurring basis (daily, weekly) or tied to events like deployments or pre-upgrade validations.

Types of ATF Tests

ATF supports different testing approaches:

UI (Client-Side) Tests Simulate real user interactions on forms, lists, and Service Portal. Example: Opening the Incident form, entering a Caller, and submitting.
Server-Side Tests Validate backend logic without involving the UI. Example: Testing Business Rules, Script Includes, or SLA calculations directly.
Integration Tests Verify connectivity with external systems. Example: Inbound/outbound REST APIs or MID Server interactions.

Scenario

Verify that an Incident record is created with specified field values.

Steps to Create the Test

Navigate to ATF. Go to Automated Test Framework > Tests and click New.

Configure the Test
- Name: Create Incident – Demo Test
- Table: Incident

Step 1: Open New Incident Form for testing (Temporary)

Test Step: Open a New Form

Table: Incident

Purpose: Opens the incident form

Add Test Steps

Step 1: Open a New Form

- Test Step Type: Open a New Form
- Table: Incident
- Purpose: This opens the new Incident form, simulating user navigation.

Table – (Select) Incident table in the Table field (Mandatory)

Submit it.

Step 2: Set Field Values

- Test Step Type: Set Field Values
- Examples of fields:
  - Short Description: Email issue
  - Category: Software
- Purpose: Simulates user input on the form.

Step 3: Submit the Form

- Test Step Type: Submit a Form
- Purpose: Clicks the Submit button to create the record.

Click on Submit.

You can see three steps on the test page in red rectangle.

On the Runner page, we can see the Incident form displayed with the specified field values populated.
The Caller field shows the user selected during the test execution, confirming that the correct caller information is captured.
The Short Description field is filled with the provided text, validating that the input data has been passed correctly.
This view helps confirm that the test is creating or opening the Incident record with the expected field values.

On the Test Case record, the Test Result is shown as Success, which indicates that all the configured test steps were executed without any errors.
Each step met the expected conditions and produced the correct outcome as defined in the test case.
No failures, warnings, or exceptions were encountered during the execution of the test.
This confirms that the related functionality is working as expected under the tested scenario.

On the Incident list view, we can see that a new Incident record has been successfully created in the system.
The record appears as a new row in the list with key details such as Incident Number, Short Description, Priority, State, and Assigned To.
This listview allows users to quickly verify that the Incident is logged and track its current status.
From here, users can also open the record to view, update, or work on the Incident in detail.

The Incident record may temporarily vanish from the listview for a few minutes while the debug process is running.
During this time, the system is executing background logic such as flows, business rules, or scripts, which can delay the record’s visibility.
Once the debug execution is completed successfully, the Incident record will reappear in the listview.
This behavior is temporary and does not indicate that the Incident has been deleted or lost.

The Automated Test Framework is a powerful, native tool that streamlines testing in ServiceNow, promotes faster releases, and minimizes risks. By investing in ATF early, teams can achieve higher quality, reduced testing overhead, and greater confidence in their customizations.

Start small with critical processes, build reusable steps, and gradually expand your test suites for maximum impact.

Parameterized Testing

Parameterized testing in ServiceNow Automated Test Framework (ATF) allows you to run the same test multiple times with different sets of input data, without duplicating the entire test. This is particularly useful for data-driven testing scenarios, such as validating a process (e.g., incident creation or user access) across various inputs like roles, values, or records.

Why Use Parameterized Testing

It reduces test maintenance by avoiding duplicate tests for similar scenarios with different data.
It supports regression testing efficiently.
Results are reported separately for each data set.
It integrates with ATF features like rollback, suites, and scheduling.

Enabling Parameterized Testing on Test Record

In this screenshot, we can see the ATF Test record configuration.

The checkbox “Enable parameterized testing” is enabled.
This option allows the test to accept dynamic input values instead of hardcoded values.
Once enabled, new related lists such as Parameter Definitions and Test Run Data Sets become available.
This is the first and mandatory step to use parameterized testing in ATF.

Defining Test Parameters (Parameter Definitions)

This screenshot shows the Parameter Definitions related list.

Parameters like Short description , Caller and Assigned to are defined here.
These parameters act as placeholders for values that will change during test execution.
Each parameter is mapped to a column name and data type (e.g., String).
The comment “Exclusive Parameter” indicates that these parameters are specific to this test only.

Using Parameters in Test Step (Record Insert)

This screenshot shows the Record Insert test step.

While setting field values, instead of hardcoding data, parameter variables (e.g., glide_var > Caller) are selected.
These parameters will fetch values from the Test Run Data Sets during execution.
The test step remains the same, but input values change dynamically for each test run.

Test Run Data Sets

This is where actual values for the parameters are stored
Each row = one test execution
In your screenshot:
- Caller = Gale Nolau
- Short description = Test
- Assigned to = Abraham Lincoln
Active = true → this data set will be used during execution
Order = 1 → execution order when multiple datasets exist

A single ATF test (Demo5) was executed using parameterized input data.
The system created a separate test result entry for the data set.
The test completed successfully, validating that the test logic works correctly with the provided parameters.

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Service Portal

Amol Gaikwad — Mon, 05 Jan 2026 12:19:39 +0000

Service Portal

Basic Widget in Service-now

Service Portal is a powerful framework for building self-service websites and custom web app UIs. Using a hierarchy of table driven components, Service Portal simplifies the process and reduces the code required to build a web interface.

With Service Portal, you can deliver your apps to employees through a modern, easy to use portal they can access from any device, any time.

To create a service portal, navigate to Service Portal => portals => New button, the following form will be displayed,

Enter Title , URL suffix (used to run the service portal in the browser) as shown in above form.

To run this portal,write URL suffix at the end of the current instance URL as below,

Page

Pages control where and how you store portal content.

To create page navigate to Service Portal => Pages and click on New Button to create a page. The following form will be displayed ,

Enter the title ,Id for the page and save the changes.

After creating this page,At the bottom click on “Open in Designer” link, to create the content on the page,as below,

The following “Page Designer” will be displayed on the browser ,

From the Widgets tab at the left , from layouts ,

First we need to add a container and then divide that container using a required grid to divide the space in the container.

In the below snapshot we have added the container and [6 6] grid and we have added widgets calculator and clock as a content ,

You can add this page to portal by following way,

Open your service portal and select Homepage as the page name that we want to add.

Now go to the portal by entering the URL suffix (snowtraining) at the end of the current instance URL in the browser,you will get the page that we have added as below,

Menus

To create Menu,navigate to Service Portal => Menus and click on New button to create the Menu as below,

How this Menu should appear on the page we can select in widget,

For example , below,Training Menu should appear as Header Menu on a page so select “Header Menu” as Widget as below,

Save above Menu. Add Menu Item by clicking “New” button from “Menu Item” section at the bottom as below,

Create Menu item as shown in below screenshot,

As shown in above screenshot, Enter Type of Menu,Catalog item and Page for that menu

Type : Catalog Item

Page : this decides where to display catalog item, “sc_cat_item” is used to display catalog item.

You can add these above Menu to the service portal by selecting the Menu as below,

Service Portal Configuration

Branding Editor :

Used to customize the portal’s title,logo and theme colors.

Navigate to Service Portal => Service Portal Configurator as below,

The following configuration page will be displayed in the browser,

Click on Branding Editor,to customize portal’s title,logo and theme colors.

The following page will be displayed,

Simple List example :

Create a page to display a list of incidents and problems using Simple List widget.

’

Click on Open in Designer to design a page,

Drag and drop 2 containers and divide them using grid as below,

Drag and Drop a Simple List widget into Container 1 as follows,

Click on pencil to edit the list,following window will be displayed,

Configure 2nd simple list for Problem table as below,

We can link this page to Menu.

Create one menu and link the above page(tr_incident) to it as follows,

Save the above Menu and go to the portal,you can see the Menu named as Ticket that we have just created as follows,

Click on that Ticket Menu,the list of incident and problem will be displayed as follows,

If you click on any incident ,the following page will be displayed in which we can only write the issues.,because on the page we have set Link Type as Ticket.,

Click on any Problem,

The form will be displayed as follows because on page we have set Link Type as Form.

Add Search on Homepage :

We can use existing instances on a page.

For example , Use “Search” from the below Service Portal to our Service Portal ,

For that ,open Service Portal and check which instance is used for displaying “Search” on Homepage in this service portal,

Open a Record of Homepage to know the instance as follows,

The following Page will be displayed and you can see the “Homepage Search” instance is used to display the Search on HomePage.

Now,Open our homepage in design mode and add one container at the top and drag and drop “HomePage Search”in that container as below,

Navigate to our portal by entering our developer instance URL with suffix snowtraining ,the “Search” will be displayed as follows,

Design Page without Designer:

You can design a page directly on the page without using Designer.

For that ,open a page ,at the bottom there is a list of containers. Create a new container by clicking on New button,

At the bottom, Click on Column 1 of newly created container as below,

At the bottom click on New button to create the instance ,

Widget Data Table : Class – Instance with Table

Here you can add widget,take data table as a widget as follows,

When you use the Data table as a widget,you need to select a table. For that first Select “Instance with Table” as a Class, (if class field is not available on the form then display it from Form Layout =>Slush Bucket)

Save it and then you will get some more fields on the form where you can select a table as below,

Display Icon :

To display icon,select “Icon Link” as a widget and Class “Instance with Link”,

Save the above form.

Now, After clicking on that icon,we need to select what should be displayed,as below,

Navigate to Service Portal URL, you will see the Icon which we have created as follows,

Click on that Icon, the page for “Create Incident” will be displayed as below,

Widget :

Widgets are what define the content in your portal. You can use the base system widgets provided with Service Portal, clone and modify widgets, or develop custom widgets to fit your own needs.
Base system widgets are read-only so you can benefit from future updates. To make changes, you can clone base system widgets. However, cloned widgets are considered custom and don’t benefit from future updates to the widgets they were cloned from.
Widgets define what a portal does and what information a user sees.
Widgets are AngularJS directives. When a page is loaded, widgets are getting loaded and its server side will execute first.
For example,Search,Approvals,Catalog content,Knowledge Base these are some examples of widgets

To create widget,navigate to Service Portal => Widgets as below,

Click on New button to create a widget,the following form will be displayed,

Enter a name for the new widget.

Save the above form and at the bottom Click on “Open in Widget Editor” ,the following page will be displayed,

The widget HTML template, client script and server script display in the widget editor.Some default script templates are included as shown in below screenshot,

Problem Statement :

Create widget to display current user name .

Write the code as shown in below snapshot ,

In above code,

In server script, data object is used to send the data from server side to client side.

In HTML Template the server side data (data.name) will be accessed using controller object ( c )

You can preview its output ,

If we make any changes on client side then that data can be send using server.update(),it will update all the changes to server side made in client side and that updated data can be used in server side using input object as below,

You can add this widget on a page of the service portal.

Widget:

Reusable component

Used to display the data

Way to interact with system data for user.

We should know AngularJS to work on widgets.

In Portal pages, we create widget instance for functioning widgets.

We have the following components in the widget.

Body HTML template

2.Server script

3.CSS

4.Client controller

5.controllerAs

Let’s try with the below simple code

Client Script:

function () {
/* widget controller */
var c = this;

c.aa= function () {
c.server.update();

}
};

Serverside Script:

HTML:

Hi {{data.name}}

Enter Text

ng-model=”c.data.firstname“>
ng-click=”c.aa(c.data.firstname)”>Submit

ng-bind=”c.data.secondname“>

ng-if=c.data.count>
ng-repeat=”x in c.data.zz“>
{{x}}

Nested Widgets in Service-now

How to include one widget into another widget.

There are three ways to do that.

We can directly include in widget HTML

HTML Body

Create one variable for widget name in server side and use the data object to show the widget

Server side code:

data.tableWidget = $sp.getWidget(“child_widget_name”);

HTML Body

We can call the widget inclient sidescript as well

function(spUtil){

var c=this;

spUtil.get(widget_name).then(function (response){

c.myclockwidget=response;

})

} 

Boradcast emit

$scope and $rootscope support the following 3 methods for communication between widgets.
1.$broadcast()
2.$emit()
3.$on()

The communication in between widgets using above three methods are event driven.

$broadcast() and $emit() allow us to raise an event and
$on is used to capture that event and the event data.

Syntax:

$braodcast()
$scope.$broadcast(“Event_Name”,data);
2. $emit()
$scope.$emit(“Event_Name”,data);
$on()
$scope.$on(“Event_Name”,function(event,data){
});

Working Process: $broadcast()

Working Process: $emit ()

Example

Parent Widget:

HTML-

This is a Parent Widget

 t” ng-model=”c.parentData” />
 
 
 

Getting Data from Child

<br>
  <br>
  b_child_one“>
  <br>
  <br>
  b_child_two“>

Client Code-

api.controller=function($rootScope,$scope) {
  /* widget controller */
  var c = this;
    $scope.$on(“parent_event”,function(event,data){
c.data.ChildgetData=data;
});
    c.sendDataToOthers=function(){        
        var sData=c.child2Data;
        $rootScope.$broadcast(“child_event”,sData);
    
    }    
};

RootScope

RootScope and Scope

We have Parent Scope i.e. RootScope for all the Scope in a Web Page.

$rootscope and $scope are the angular object.

RootScope:

$rootscope is created with ng-app directive, which tells Angular JS i.e. this is a root element of the application.

We can define the variable in client script as $rootScope.VARIABLE_NAME=”Test”;

We can acces the rootScope variable in HTML as {{$root.VARIABLE_NAME}}

Scope:

$scope is created with ng-controller directive.

We can define the variable in client script as $cope.VARIABLE_NAME=”Test”;

We can acces the rootScope variable in HTML as {{VARIABLE_NAME}}

Every page in service portal is considered as a angular js application.

Every page has a $rootscope object and which is parent of every widget’s $scope object.

Example:

HTML:

Widget 1

Message From Widget 2: {{c.data.abc}}

ttt{{$root.fan}}

tt Scope {{xyz}}

Client Script:

function($rootScope,$scope) {

/* widget controller */

var c = this;

$rootScope.fan=”Cycle”;

c.test = function(){

$scope.xyz=”Random1″;

}

};

The post Service Portal first appeared on LogiUpSkill.

Server Side Script

gs.log(“The are currently “+ categoryCount +” incidents with a category of “+ category);lideAggregate(‘incident’);

g.addAggregate(‘COUNT’);

g.query();

var incident= 0;

if(g.next()){

incident= g.getAggregate(“COUNT”);

}

gs.print(‘The Number of incidents are=’+incident);

8. To find no of incidents with caller Pallavi using addEncodedQuery

var g= new GlideAggregate(‘incident’);

g.addEncodedQuery(‘caller_id=681ccaf9c0a8016400b98a06818d57c7’);//Sys_id of Pallavi

g.addAggregate(‘COUNT’);

g.query();

var incident=0;

if(g.next()){

incident=g.getAggregate(‘COUNT’);

}

gs.print(‘Number of incidents with caller Pallavi=’+incident);

9. To find no of incidents where assigned to field is not empty

var g=new GlideAggregate(‘incident’);

g.addNotNullQuery(‘assigned_to’);

g.addAggregate(‘COUNT’);

g.query();

var incident=0;

while(g.next()){

incident=g.getAggregate(‘COUNT’);

}

gs.print(‘number of incident where assigned to field is not empty=’+incident);

10. To find no of incidents where assigned to field is empty

var g=new GlideAggregate(‘incident’);

g.addNullQuery(‘assigned_to’);

g.addAggregate(‘COUNT’);

g.query();

var incident=0;

while(g.next()){

incident=g.getAggregate(‘COUNT’);

}

gs.print(‘number of incident where assigned to field is empty=’+incident);

11. To find number of incidents with state new

var g=new GlideAggregate(‘incident’);

g.addQuery(‘state’, ‘1’);

g.addAggregate(‘COUNT’);

g.query();

var incident=0;

while(g.next()){

incident=g.getAggregate(‘COUNT’);

}

gs.print(‘number of incident with state new=’+incident);

12. To find number of incidents active true

var g=new GlideAggregate(‘incident’);

g.addQuery(‘active’, ‘true’);

g.addAggregate(‘COUNT’);

g.query();

var incident=0;

while(g.next()){

incident=g.getAggregate(‘COUNT’);

}

gs.print(‘number of incidents=’+incident);

13. To find no of incidents with different category

var g =new GlideAggregate(‘incident’);

g.addQuery(‘active’,’true’);

g.addAggregate(‘COUNT’,’category’);

g.query();

while(g.next()){

category = g.category;

categoryCount = g.getAggregate(‘COUNT’,’category’);

}

gs.log(“The are currently “+ categoryCount +” incidents with a category of “+ category);

Glide Record - Scripting

1. To find out number of active incidents

var incident=new GlideRecord(‘incident’);

incident.addQuery(‘active’, ‘true’);

incident.query();

gs.print(“Row count =”+incident.getRowCount());

2. To find out list of active incidents

var incident=new GlideRecord(‘incident’);

incident.addQuery(‘active’, ‘true’);

incident.query();

gs.print(“Row count =”+incident.getRowCount());

gs.print(“List of Incidents”);

while(incident.next()){

gs.print(‘Incident number’+incident.number);

}

3. To find out no of incidents assigned to admin userid

var gr= new GlideRecord(“incident”);

var p= gs.getUserID(“admin”);

gr.addQuery(“assigned_to”,p);

gr.query();

gs.print(“No of incidents=”+gr.getRowCount());

while(gr.next()){

gs.print(gr.number);

}

4. To find out no of incidents assigned to current user

var gr= new GlideRecord(“incident”);

var p= gs.getUserID();

gr.addQuery(“assigned_to”,p);

gr.query();

gs.print(“No of incidents=”+gr.getRowCount());

while(gr.next()){

gs.print(gr.number);

}

5. How many incidents with category hardware?

var g= new GlideRecord(“incident”);

g.addQuery(“category”,”hardware”);

g.query();

var gr = new GlideRecord(“incident”);

gr.addQuery(“state”,3); //to delete all inactive incidents

gr.query();

gr.deleteMultiple();

var gr = new GlideRecord(“incident”);

//to delete one record

if (gr.get(“SYS_ID_OF_RECORD”))

gr.deleteRecord();

Business Rule and Script Include Example

Script Include and Business Rule Example:

Business Rule: (After Insert)

(function executeRule(current, previous /*null when async*/) {
var createP=new ProblemUtils();
var problemSysid=createP.createProblemRecord(current); //Create a Problem

var getProblemRecrod=createP.getRecrodNumber(problemSysid,”problem”); //get Problem Number

createP.updateParent(getProblemRecrod,”problem”,current); // Update problem with Parent field

gs.addInfoMessage(getProblemRecrod);
})(current, previous);

Script Include:(Not Client Callable)

var ProblemUtils = Class.create();
ProblemUtils.prototype = {
initialize: function() {
},

createProblemRecord:function(current){

var createProblem=new GlideRecord(“problem”); // GlideRecord API is used to Query the table, Table name=problem

createProblem.initialize(); // initialization of object

createProblem.short_description=current.short_description + “Assingedto:” +current.assigned_to.name; //mapping

createProblem.assigned_to=current.assigned_to; ////mapping

createProblem.assignment_group=current.assignment_group; //mapping

createProblem.description=current.description ; //mapping

var problemSysid=createProblem.insert();

return problemSysid;
},

getRecrodNumber:function (sysid,tableName){

var getNumber=new GlideRecord(“”+tableName);
getNumber.addQuery(“sys_id”,sysid);
getNumber.query();
if(getNumber.next()){
return getNumber.number;
}else{

return “No Record found”;
}

updateParent:function(number,tableName,current){

var getNumber=new GlideRecord(“”+tableName);
getNumber.addQuery(“number”,number);
getNumber.query();
if(getNumber.next()){
getNumber.parent=current.sys_id;
getNumber.description=current.number;
getNumber.update();
}

type: ‘ProblemUtils’
};

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ServiceNow Basics Questions & Answers

Amol Gaikwad — Wed, 31 Dec 2025 11:33:02 +0000

ServiceNow Basics Questions & Answers

What is ServiceNow?

ServiceNow is a cloud-based digital platform that used by organizations to automate, manage, and improve businesses processes, especially in IT Service Management (ITSM).

What is User and its types?

A User in servicenow is anyone who can log into the platform or who can access servicenow platform.
1 Admin – Admin is a developer who is responsible for development.
2 End User – A user who only uses application without any role assigned. He can raise the ticket/issue/request.
3 ITIL user – fulfil the requst of end user.
4 Maint user – Maint user is like a super admin.
This user has access to acivate paid plugins.

What is Elevated Role?

Elevate role is a role in which users will not get access after logging in. If the user needs that access, then the user needs to get that access manually.

Why use Elevated Roles?

To improve security and to follow best practice.
To limit the amount of time someone has all admin privileges.

What are the types of Table in ServiceNow?

There are mainly four types of table in ServiceNow.

sys_ table: This type of table is created by default. Only admin can access this table. This shown sys_user_role.
Out of the Box Table : Name table is the table who starts with names like Incident, Practice. This tables are the existing tables. Sometimes they called out of the box tables.
Custom Tables : The table we created by us called as customised table. After creating this it shown in “u_” table. It also called as user defined table.
v_ table : this is the virtual table. allows you to display and interact with data from external systems as if it were a native table, without actually storing it in the ServiceNow database

What is Dictionary overriding?

Dictionary Override will come into a picture when we have a parent-child relationship between tables. By default, all fields and their attributes are inherited from parent table to child tables. Suppose you want to make a difference in one of the child tables for inherited fields then we will go for Dictionary override.

[Dictionary Override to allow a field in a child table to have a different behavior than the same field in a parent table].

We can override following properties: –

Override Reference Qualifiers
Override Dependant
Override Default Value
Override Read Only
Override Calculations
Override Mandatory
Override Attributes
Override Display Values

What is Application Menu

Application menu is the menu that organize and display modules.
It is a group of related modules. Which means Incident is an application menu which has modules like,

All -> Create new -> Open -> Assigned to me

They are located in left side of the interface which has in alphabetical order.
Access based on roles,

Which mean what you see depends upon what role you have.

What is Update set?

Update set is a component which is used to capture configurational changes and can be moved from one instance to another instance. We have update_sync property at table level. If it’s true, then the system will consider this table as a “configuration table”. So, whatever we are creating or updating records in that table will get captured into update sets.

What is Client script?

Client script is a script that runs on client side (that is in users’ browser). Using Client script, we can change the look and feel of the form. Client Script is used to perform validations on forms.

There are four types of Client script: –

Onload – onLoad client script runs when the form is loaded.

onChange– onChangeclient script runs when the specific field value changes. OnChange client script will also run onLoad.

There are some parameters in onChange Script: control, oldValue, newValue, isLoading, isTemplate

onSubmit– onSubmit client script runs when the form is submitted.

onCellEdit-In a list view when we edit a particular cell value that time onCellEdit client script

There are some parameters in onCellEdit Script: sysIDs, table, oldValues, newValue, callback

How onChange client script run on onload client script?

Normally when we are loading a form or new incident first the html structure will get loaded without values it means we don’t have any values on the form it is empty after that we will get the values from the database, and it will populate on the form. So, in this scenario values are getting change from empty values to database values. So, in this way, changing client script will run.

How to stop running the onchange Client script onload?

function onChange(control, oldValue, newValue, isLoading, isTemplate)

{

if (isLoading || newValue === ”)

{

return false; //when isLoading is false, the onChange script will not run on form load.

}

So, if isLoading is false that time onChange Client script will not load onLoad

Difference between UI policy and Client script?

UI policy

UI policy is used in client side.
Based on Condition we can make field mandatory, read only or visible.
UI policy executes after Client Script

Client script

Client script executes before UI Policy
Client script can’t access the field which is not present on form

What is List Layout?

A List Layout is the default configuration of columns and their order that users see when they open a list view for a specific table (like Incident, Change Request, etc.) in ServiceNow.

It’s essentially a global setting controlled by admins that defines:

Which fields (columns) appear in a list view

The order of those columns

Difference between list layout and Personalized list?

Feature	List Layout	Personalized List
Affects	All users	Individual user
Requires admin role	Yes	No
Used for	Setting default list columns and order	User-specific adjustments
Changes saved	In the system list configuration	In user preferences

What is Business Rule?

A Business rule is a server-side component that runs on the server side. It runs when a record is Displayed, Inserted, Updated, Deleted, or Quired.

There are four types:

Before: It runs before a database operation; it allows modifications before the record is saved. We cannot use the current Update method. For example, if you apply for leave, it will first go to the database and see if you have any leave left.
After: It Execute after a database operation, it is suitable for actions that depend on the saved records. For example, if you submit a leave application for one day and then your leave is still available in the database, one of them is submitted as a leave application.
Async: Asynchronous business rules will run after the after-business rule. Asynchronous business rules will run asynchronously; it will not hold system. It cannot access the previous object.
Display business rules will run when the values from the database are getting displayed on the Form.

What is Query Business Rule?

Query Business Rule is a type of server-side script that executes before a database query retrieves records from a table.

What is the callback function?

Callback function is a JavaScript function passed as an argument to another function, enabling asynchronous operations within client scripts.

What is the return value of the reference field?

Return value of getReference() is the full GlideRecord object representing the referenced record that the reference field points to.

What is GlideRecord()?

GlideRecord is a ServiceNow server-side API used to fetch the record from a table.

GlideRecord lets you read, insert, update, and delete records from a table.

What is Glide Record Secure?

GlideRecordSecure is an extended functionality of GlideRecord that automatically enforces ACLs, where GlideRecord requires additional methods to call to validate access.

Is let used in ServiceNow?

No, ServiceNow is based on an older JavaScript engine. That is ES5. ‘let’ and ‘const’ are the newest JavaScript versions

Whats is Import Set and Transform Map?

Whenever you want to load data from any external sources into ServiceNow, then Import Set and Transform Map come into the picture
The Import set is a powerful tool used to import Temporary data from external applications and then map that data into the ServiceNow table for Temporary Purpose.

Transform map is responsible for determining the relationship between the fields of import set table and service-now table. During transformation, data is copied from the Import Set table to the destination table using a transform map.

What is Coalesce Value?

Coalesce is a property of field mapping, which will decide parameters for inserting a new record or updating the existing record in the target table. The coalesce is set on the field or multiple fields which will be considered a unique key in the target table. If a match is found, the existing record will be updated. If a match is not found, then a new record is inserted into the target table.

What are the types of Transform Map script?

In Load Data Transfer seven types of scripting is present they are as follows:

onStart: Executes at the beginning of the transformation process.

onBefore: Executes before each record is inserted or updated.

onAfter: Executes after each record is inserted or updated.

onComplete: Executes at the end of the transformation process.

onForeignInsert: Executes when a related record is inserted.

onReject: Executes when a record is rejected during the transformation.

onChoiceCreate: Executes when a choice value needs to be created during the transformation.

Retroactive Start

Retroactive start will come into the picture. When there is change in SLA.

The new SLA will start according to date time field which we have selected in retroactive start condition.

We can not create a SLA for the custom table.

We can create the SLA only for the table which are extended from task table.
There is one table which is task_sla, where all the calculations will come like SLA breach. By using this task_sla table we can create the report like how many SLAs got breach etc.

Retroactive pause

Retroactive pause is used to consider the pause SLA time in new SLA.

Record Producer

Record producer is a catalog item, which is used to create records into task-based table.

We write server side script in record producer

Syntax:
Current.variable_name=producer.variable_name;

Catalog variables are global variables we can use in client script and server script.

UI Action

UI action will run on server side & client side according to client checkbox.

If checkbox is true it will run on client side otherwise it will run on server side.

To run UI action on client side as well as server side, we use gsft submit functionality.

Syntax:- gsftsubmit(null,g_form.getFormElement(),’action_name’);

It is used to change the context from client side to server side.
Ex: – Resolve button on incident form, when you click on the button it will show the popup that is client side after clicking on the submit or save popup, it will save the data on incident form by using server-side code.

ACL – Access Control List

ACL is a security mechanism in Service Now.

To access ACL we need Security elevated role.

We have ACLs on Table, Table fields, UI pages, Records, End points, Flow, Flow Actions, Reports, Process Flow.

For record level ACL we have 2 types of table level ACL and field level ACL .

If we have table level ACL , then it should start with table.none .

If we have field level ACL , then it should start with table.*.

Allow If – If you have 100 ACLs and if 1 ACL is meeting all the conditions, you can access the record.

Deny Unless – If you have 100 Deny unless ACLs and one Deny Unless ACL does not meet all the conditions, then the access will be denied.
Deny Unless needs to satisfy all the conditions (the role, condition, and script requirements) of ACL.

The post ServiceNow Basics Questions & Answers first appeared on LogiUpSkill.

Incident Management

Amol Gaikwad — Thu, 04 Dec 2025 09:59:18 +0000

Incident Management

Incident Management
Any interruption in service is raised as an Incident
Purpose is to restore normal service operations
Purpose is to minimise the effect by workaround if restore is not possible
Impact and Urgency are defining the Priority
Challenges
Detect an incident as soon as possible
Incident workaround or resolution should get documented
Incident assignment for L1, L2 and L3 support
Correct assignment of priority in automated generated incidents
Examples
Not able to login in system
Not able to swipe the swipe card
Not able to send an emails
2. Incident management
Incident management is the process of identifying, analyzing, and resolving incidents that disrupt normal business operations or IT services, with the goal of restoring services as quickly as possible and minimizing impact on users and business operations.
3. Objectives
Restore the service as quickly as possible
Minimize disruption to the user’s work
Manage the incident throughout its entire lifecycle
Support operational activities
4. How Incidents Can Be Created
Incidents can be raised in many ways:
Service Portal (self-service)
Email inbound actions
Phone call to Service Desk
ITSM Mobile app
Integration (API)
Auto-created via Monitoring/Event Management
Manually by agents in ServiceNow

5. Fields in the incident management

5.1 Caller

Caller field identifies the person who is reporting the issue.

Incident is in “In Progress” state

This incident is already being worked on, so the State is In Progress.
The Channel field shows Email, meaning the incident was logged via email.
Other fields like assignment group and priority indicate who is handling it.

5.2 Impact & Urgency

Three levels of impact and urgency are given in the list box: High, Medium, and Low, based on the incident priority.

New record of incident

This shows a newly created incident.
The State is New, meaning no one has started working on it yet.

5.3 Channel

Incident can be raised through following channels

1)Chat 2)Email 3) Phone 4)Self-service 5)Virtual Agent 6)Walk-in

Incident moved to “In Progress”

Here, the same incident is now saved and assigned.
The State changes from New to In Progress once work begins.
This indicates the support team has started investigating the issue.

Short description: A short description is a summary of an incident, typically used to quickly communicate the nature of the problem to relevant parties.

6. States

State: New, In Progress, On Hold, Resolved, Closed, canceled. These are the states where the incident is placed as the status of the incident by the ‘Assigned to person’.

6.1 Incident States in ServiceNow

State	Meaning
New	When a user reports an issue, a new Incident is created in the system.
In Progress	This confirms that the support team has started working on the issue and the Incident state changes from New to In Progress.
On Hold	If additional information is required from the user (caller), the Fulfiller changes the Incident state to On Hold
Resolved	Once the issue is fixed and the service is restored, the Fulfiller updates the Incident state to Resolved.
Closed	In this process, the Fulfiller does not manually close the Incident. Instead, Incident closure is handled automatically using a scheduled job to maintain consistency and standardization.
Canceled	when an Incident is no longer valid and does not require any further action or resolution.

New: When incident is new and still not Assigned.

New Incident Record

This shows a newly created incident.
The State is New, meaning no one has started working on it yet until the incident is assigned to “Assigned to Person”.

In Progress: When the incident is assigned to someone who can solve the incident.

Incident Lifecycle Flow

This flow shows the Incident Management lifecycle in ServiceNow.
An incident flows from New → In Progress → Resolved → Closed.
Optional states like On Hold and Canceled exist based on situations.

Two fields are mandatory before putting your incident on-hold state that is

On hold reason and comments (visible to both Customer and IT staff)

Mandatory Caller Field

The Caller field is mandatory (marked with an asterisk *).
It identifies the user who reported the incident.
An incident cannot be saved without selecting a caller.

On Hold: The On-Hold state in incident management is a temporary status where the incident resolution is suspended because the team is waiting for necessary action from the caller. In the On Hold state, the on-hold reason field is mandatory.

Impact and Urgency

This screenshot highlights the Urgency field.
Urgency indicates how quickly the issue needs to be resolved.
Along with Impact, it automatically calculates the Priority of the incident.

Resolved: The incident considered to be resolved when the service has been resolved to its normal state. The two fields are mandatory to fill.

1) Resolution code

2) Resolution notes

Closed: The incident is closed when issues are resolved, and all necessary actions are completed

Canceled: The Canceled state represents an incident that is no longer required to be worked on.
This means the incident does not need investigation, troubleshooting, or resolution.

7. Incident Management – Table Fields (ServiceNow)

Table Name: incident

Field Name	Label	Description
number	Incident Number	Auto-generated unique number for each incident.
caller_id	Caller	The user who reported the incident.
short_description	Short Description	A brief summary of the issue.
description	Description	Detailed explanation of the issue.
category	Category	High-level classification (e.g., Network, Hardware, Software).
subcategory	Subcategory	More specific classification under category.
impact	Impact	Scope of the incident (Low/Medium/High).
urgency	Urgency	How quickly the issue needs to be resolved.
priority	Priority	Calculated from Impact + Urgency.
assignment_group	Assignment Group	The group responsible for working on the incident.
assigned_to	Assigned To	The person working on the incident.
state	State	Current status (New, In Progress, On Hold, Resolved, Closed).
on_hold_reason	On Hold Reason	Reason for putting the incident on hold.
resolve_time	Resolve Time	Date & time when the incident was resolved.
close_code	Close Code	Reason for closing (e.g., Solved Permanently, Duplicate).
close_notes	Close Notes	Notes added by resolver when closing.
opened_at	Opened At	Date & time incident was created.
opened_by	Opened By	User who created the incident.
updated_at	Updated At	Last modified date.
u_symptom	Symptom	Description of symptoms (custom field in many orgs).
cmdb_ci	Configuration Item (CI)	CI affected by the incident.
location	Location	Location of the caller or incident.
contact_type	Contact Type	How the incident was reported (Phone, Email, Self-Service).
work_notes	Work Notes	Internal notes by support team.
comments	Additional Comments	Notes visible to the caller.
sla_due	SLA Due	When the resolution is due as per SLA.
reassignment_count	Reassignment Count	Number of times the ticket was reassigned.
problem_id	Problem	Linked Problem record if related.
rfc	Change Request	Linked Change request if created from the incident.
knowledge	Knowledge	Checkbox to suggest a knowledge article.

Additional comment

Additional comments are used to capture information visible to and often entered by the end user (Caller) as well as IT staff. It facilitates communication between the service desk and the user.

Work note

This field is used to document internal notes and technical details about the incident, intended for IT staff and support teams only.

The post Incident Management first appeared on LogiUpSkill.

Amol Gaikwad – LogiUpSkill

Overview of ATF

Overview of ATF

Automated Test Framework (ATF) in ServiceNow

Why Do We Need ATF?

ATF helps to:

What Can ATF Test?

Main Components of ATF

Types of ATF Tests

Scenario

Step 1: Open New Incident Form for testing (Temporary)

Parameterized Testing

Enabling Parameterized Testing on Test Record

Defining Test Parameters (Parameter Definitions)

Using Parameters in Test Step (Record Insert)

Test Run Data Sets

Service Portal

Service Portal

Basic Widget in Service-now

Page

Menus

Service Portal Configuration

Branding Editor :

Simple List example :

Add Search on Homepage :

Design Page without Designer:

Widget Data Table : Class – Instance with Table

Display Icon :

Widget :

Widget: ​

We have the following components in the widget.​

Client Script: ​

Serverside Script:

HTML:

Hi {{data.name}}

Enter Text

{{c.data.firstname}} {{c.data.secondname}}

Nested Widgets in Service-now

Boradcast emit

Working Process: $broadcast()

Working Process: $emit ()

Parent Widget:

HTML-

This is a Parent Widget

Getting Data from Child

Client Code-

RootScope

RootScope and Scope

Widget 1

Message From Widget 2: {{c.data.abc}}

Server Side Script

Glide Aggregate - Scripting

1. To find no of records in table

2. To find no of incidents with caller Pallavi using addEncodedQuery

3. To find no of incidents where assigned to field is not empty

4. To find no of incidents where assigned to field is empty

5. To find number of incidents with state new

6. To find number of incidents active true

7. To find no of incidents with different category

8. To find no of incidents with caller Pallavi using addEncodedQuery

9. To find no of incidents where assigned to field is not empty

10. To find no of incidents where assigned to field is empty

11. To find number of incidents with state new

12. To find number of incidents active true

13. To find no of incidents with different category

Glide Record - Scripting

1. To find out number of active incidents

2. To find out list of active incidents

3. To find out no of incidents assigned to admin userid

4. To find out no of incidents assigned to current user

5. How many incidents with category hardware?

6. How many incidents with “Assigned To” value contains name admin?

7. Get all the incident which has Assigned to user having first name contains name admin word

8. To find out number incidents which are resolved or closed

9. Print first 4 Incident’s where caller’s first name start with Meghana

10. Print the incident number using sys_id

11. Print out first 4 incidents orderby number

12. Print 10 incidents by descending order of created date

13. Delete the records from Table

Business Rule and Script Include Example

Widget:

We have the following components in the widget.

Client Script:

{{c.data.firstname}}
{{c.data.secondname}}