Incident Process in Service-now We have incident where we have following process. We have following state for incident. New In Progress Pending Customer Pending Information Customer Update Resolved Closed Incident Process till Close New created incident in New State Fulfiller should ACK the ticket by clicking on ACK ui action and incident should go in “In Progress” state. Fullfiller can change the state to Pending customer to get information from user i.e. caller. When user i.e. caller send the information then incident state should changed to “Customer update” Fullfiller then change the state to In Progress. After resolving ticket fullfiller can change the state to Resolved. Fullfiller can cancelled the ticket when it is in In Progess. Fullfiller can Reject the incident before Acknowledgment. Fullfiller will not close the incident, to close the incident we have schedule job which will run daily. Incident Auto Close schedule job will close the incient which are in state=resolved the update date is less than 5 days of current date. Note: User can Cancelled the ticket by changing the state=Closed and closed code=Cancelled User can Reject the ticket by changing the state=Closed and closed code=Reject Close Code and Close Notes: When Incident changed the state to Resolved or Closed , Close Code and Closed Notes are mandatory fields. Close Code is choice field Close notes is String field. Close Code and Close Notes fields having more specific details about “Why we are closing the Incident.” SLA: Responce SLA start when incident is created and stops when Incident Acknowledged (If ACK_Time and ACK_By field has value then incident is acknowledged)Resolution SLA start when the incident is in “In Progress” and stops when incident is Closed and pause when incident is in one of the state i.e.Pending Customer, pending information, customer update and resolved.  Incident Priority: Priority field is always readonly and it is depends on urgency and sevirity fields using datalooup We have one client script i.e. if the caller is VIP, then the priority should be P1 using client script. Incident Assignment Rule We have assignment rules for setting assignment group as per Incident Category and Incident Subcategory  

Service-Now Interview Questions Question & Answers What is difference between UI Policy and Client Script Client Script will execute first than UI Policy. UI Policy has condition but Client script does not (we need to write manually through code) UI Policy has condition where we can access the fields which are not on the form but client script does not, Client script can access only the fields which are on the form. What is import set table? Import set table is a temporary table where we will put the data for temporary purpose and later we can move the import set data to target table using transform map. Whenever we are pulling the data from external source, it is a standard process to get data into import set first and then validate the data using transform scripts and then transform the data into target table. Import set table always extends import set row table. By default import set table fields are of string type. Import set table can be used to debug the integration where we are pulling the data from external source. Update Set? Update set is used to capture the customization i.e. development in servicenow. Update set will capture the versions of every development components. Only the table data, which has update_synch attribute =true, get captured into update set. Only completed update set can be moved to another instance. We should not change the update set state from completed to in progress as per standard practice. Display business Rule? Display business rule will run when the data is getting populated on the form from server. Here we can use g_scratchpad global variable to send the service side information to client side script. For display business rule, we don’t have option like update, insert, query and delete in business rule form. Client Script will execute first than UI Policy. UI Policy has condition but Client script does not (we need to write manually through code) UI Policy has condition where we can access the fields which are not on the form but client script does not, Client script can access only the fields which are on the form. Import set table is a temporary table where we will put the data for temporary purpose and later we can move the import set data to target table using transform map. Whenever we are pulling the data from external source, it is a standard process to get data into import set first and then validate the data using transform scripts and then transform the data into target table. Import set table always extends import set row table. By default import set table fields are of string type. Import set table can be used to debug the integration where we are pulling the data from external source. Update set is used to capture the customization i.e. development in servicenow. Update set will capture the versions of every development components. Only the table data, which has update_synch attribute =true, get captured into update set. Only completed update set can be moved to another instance. We should not change the update set state from completed to in progress as per standard practice. Display business rule will run when the data is getting populated on the form from server. Here we can use g_scratchpad global variable to send the service side information to client side script. For display business rule, we don’t have option like update, insert, query and delete in business rule form.