Playbook What is a Playbook?  A playbook helps you interact with a business workflow in real time from within the workspace.   Agents can use a playbook to update records, upload attachments, and complete tasks across different workflow activities.   A playbook gives users clear visibility of workflows across the business and shows the tasks needed to complete them.    Plugin Required to be installed  Playbook Experience (sn_playbook_experience)    Step-by-step instructions to create a Playbook in ServiceNow  Step 1: Navigate to Playbook Experience  In the Application Navigator, search for: Playbook Experience   Click on: Playbooks  Step 2: Create New Playbook  Click on New   Fill basic details:  a.Name – Give playbook name (e.g., Incident Management Process)   Table – Select table (e.g., Incident)   Build Playbook  Step 3: Diagram View  Step 4: Define Conditions (When Playbook should appear)  Add Conditions   Example:   State = New   Priority = High    Step 5: Add Playbook Activities  Open the created playbook   Click New and add activities like:   Label – Details Intake  Step 5: Configure Each Activity  For each activity:  Add Title & Instructions   Configure fields to update   Define mandatory steps if required  Step 6: Define Activity Order  Arrange activities – Details Intake  This defines how agent will execute steps  Instruction (Label – Start Activity)  Record Form (User Form) – Confirm Details      Step 7: Define Activity Order  Arrange activities – Troubleshoot  This defines how agent will execute steps  Record Form (User Form) – Determine Priority a. Record Form (User Form)– update incident assignment is required  b. Record Form (User Form) – Update incident   c. Record Form (User Form) – Update Incident assignment if Required  Step 8: Define Activity Order  Arrange activities – Resolve  This defines how agent will execute steps  Record Form (User Form) – Incident Resolution  Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus Step 9: Define Activity Order  Arrange activities – Resolve  This defines how agent will execute steps  Record Form (User Form) – Closure Notes    leo. Step 7: Publish the Playbook  Set playbook to Active = true   Save the record  Step 8: Test in Workspace  Open Agent Workspace / Service Operations Workspace   Open a record (e.g., Incident)   Check Playbook panel on right side   Your playbook should appear based on conditions

Custom Action in ServiceNow What is Custom action Custom Actions are reusable action which extend the capabilities of a flow by allowing developers to create custom logic using JavaScript. Why do we need custom action? Custom Actions can be created by developers to perform specific tasks or actions within a flow that are not available through the out-of-the-box actions provided by ServiceNow Custom Actions can be used to query external systems, manipulate data, or perform any other task that can be accomplished using JavaScript. To create custom action just go to navigator and search for the flow designer, in Process automation we can see the Flow Designer. After select flow designer you will see following list, click on New button and some option are visible select Action Click on it. The next step is to create new action, give some name to that action and click on Build action button. Now add inputs, for that click on create inputs and add three inputs for the action. Here I have created three inputs which related to incident. For next click the blue + sign below the inputs and search for script and select the script option. After selecting script, in script step add same inputs again as we added in our first step. Use data pill for give them value Then go to outputs and click on create output and add one output as shown in below snapshot. After that click on exit edit mode. That write a script in the script step that we have create earlier. The next step, click in save button and after the form is get saved click on publish button. Now create one Flow designer and set when INC is created and then add our action Then I have added our inputs that are created early That’s how we can create and use custom action.

                          Decision Table A Decision Table in ServiceNow is a no-code / low-code rule engine that helps you make business decisions based on conditions and outcomes, without writing complex scripts.  How to Create the Decision table-:  Step 1-: Navigate to Flow Design and Click on new–>Decision table. Step 2-: Add Table Name –>Inputs –> Then apply conditions & Results–> Save & Publish  Step 3-: Open new Flow, Then add triggered (incident table name) Step 4-: Add Action -:  Make a decision–> Add Yours decision table name (“Incident Creation Flow”) Step 5-:  Then Add Action: Ask for Approval –>In Record take Incident record –>In anyone approves add: Approval Groups.  Step 6-: Now Create Incident with (category-software, Priority – 1) & Submit it Step 7-: After Creating Incident it will go to Approvals team.

Subflow in servicenow 1.Introduction  In ServiceNow, a Subflow is a reusable automation component created using Flow Designer. It is designed to perform a specific set of actions that can be invoked by one or more flows. Subflows help in breaking down complex business processes into smaller, manageable, and reusable units.  A Subflow does not have its own trigger. Instead, it is called from a parent flow or another subflow whenever its functionality is required. This makes subflows ideal for handling common logic such as approvals, notifications, record updates, validations, or integrations.  By using subflows, organizations can reduce duplicate logic, improve consistency, and simplify maintenance. Any change made to a subflow is automatically reflected wherever it is used, ensuring standardized behaviour across processes.  Overall, subflows play a key role in building scalable, modular, and efficient automation solutions in ServiceNow using Flow Designer.    2.Components of subflow 2.1 SubFlow Inputs  Subflow inputs are the data values that are passed into a subflow when it is called by another flow.  They act as parameters that provide the subflow with the information it needs to execute its tasks.  Without inputs, a subflow wouldn’t know what specific data to work on.  2.2 SubFlow Actions   Actions are the tasks or steps that the subflow performs.  They are the “doing” part of the subflow.  Actions can be pre-built ServiceNow actions (like creating a record, sending an email, updating a field) or custom actions built specifically for your use case.  2.3. SubFlow Outputs  Outputs are the data or results that the subflow sends back to the flow that called it.  Think of it as the subflow returning a result after it finishes its tasks.  3.How to create and call a SubFlow  3.1. Add Input/Output Variables  Purpose: Define the data that your subflow will receive (inputs) and return (outputs).  Details: Input variables allow you to pass information from the calling flow to the subflow.  Output variables allow the subflow to send results back to the parent flow.  Example: Input could be a User ID, Output could be Approval Status.  3.2. Publish  Purpose: Make the subflow available for use in other flows.  Details: Publishing a subflow saves it and allows it to be called by other flows.  Until published, the subflow is only in draft mode and cannot be executed externally.  3.3. Call Subflow from Flow  Purpose: Use the subflow in a parent flow.  Details: In your main flow, you can add a “Subflow” action step and select the subflow you created.  This helps modularize your processes, so repetitive tasks are maintained in one place.  3.4. Send Required Inputs  Purpose: Provide the data needed for the subflow to execute.  Details: Map the input variables of the subflow to the variables or values from the parent flow.  Example: Pass Current User ID from the main flow to the subflow.  3.5. Activate and Test  Purpose: Run the subflow to ensure it works as expected.  Details: Activate the flow after testing in a safe environment (like a development or test instance).  Monitor logs or output variables to verify the subflow behaves correctly.  Adjust any actions or inputs as needed.  4.Scenario  SubFlow-Remove the specified user from all the assigned groups.  Flow-When the user is not active   Step 1-Click on SubFlow under new   Step 2-Add subflow inputs   Step 3-Add action  Look up records   Step 4-add    For each item   Step 5- delete record   Save this flow and publish the subflow   Step 6- create flow   Trigger-  Step 7- actions-add the subflow  Test the flow and subflow   Create user and give them groups   Here when user is inactive all groups of that user is removed   5.Conclusion  Subflows allow you to reuse the same automation logic in multiple flows.  They reduce duplicate work and save development time.  Subflows make workflows more organized and easier to read.  Changes can be done in one place without updating every flow.  They improve consistency and reduce errors in automation.  Subflows help build scalable and maintainable workflows in ServiceNow. 

Flow Designer Using Catalog Item Use Case:  Create a catalog item with requested for(auto populate),Group(reference),Group Manager(reference-sys_user)=Read only and (auto populate).We need to add the current logged in user in the group before adding in the group it should ask for approval if it is approved then that user should be added in the group.  If approval is rejected, then a catalog task should be created. If the catalog task is closed complete, then work notes, state and stage should be updated of the RITM. If it is rejected, then work notes and state should be updated on the RITM.  Solution: To solve this use case first we must create Catalog Item, with given variables, for that search catalog and in catalog definitions there is Maintain Item present go to it and click new. Then fill the details like:  Name – Group Approval  Which category – Service Catalog; using this we can show our catalog on the Service Portal  Category – Security and Access  And save the form  After saving the form some section gets visible, in that go to variable section and click on new and create 4 variables  Requested For – Reference   Group – Reference  Group Manager – Reference but need to auto populate;   For that while creating go to auto – populate section and fill the fields as given in snapshot  Reason – Multiline text  And they save the form. Then next step is to create Flow designer   So, for that flow to flow and create new then add trigger condition – Service Catalog  Then use Action Get Catalog Variables and perform following steps given in snapshot  a Action – Get catalog variables  b Submit request – Requested Item record  Then Use action and perform following step  a Action – Ask for Approval  b Record – Requested Item Record table will be populated automatically  c Then give rules – Approve or Rejects when Anyone approves or reject  Then for condition use flow logic “if”  Then automatically you will see “then” click on + sign of it and create record action and fill details in highlighted part  Then go to next step and use update record action  And then use flow logic End Flow  Now use flow action “Else if” and fill the below details  Then use “then +” and Action   a Action – Create Catalog Task  b Table Name – Catalog Task  c Requested Item – our table  d Give short description  e And add assignment group  xi. Now use if condition and perform step  Now use then and follow below steps  End the flow  Next step is use else if and follow next step  At last use update record action and follow steps and end flow  Now let’s see how it works, go to Service Portal and search our created catalog item and click enter or Magnifying glass  Then you see our item   Fill the details and click on Order now button  Then copy the REQ number and search in globle search  Then go to that form and click to generated RITM on another tab  Then see in below Related Links the approval is generated  Now the next step is going to Network group and see the requested user is added in that group 

Custom Scoped Application   Overview    Application scoping protects applications by identifying and restricting access to application files and data. This document walks through the key operations for creating and managing custom scoped applications in ServiceNow.    Navigate and search for in ServiceNow Studio  Click on Create Application UI action.  Provide Name and in the advanced setting select scoped.  Provide required roles.  Give the table name.  Another way click on CREATE NEW TABLE     We can create new table which is extended from task  If we select from list we can create the table from here  Another way click on CREATE NEW TABLE   Navigate to studio and click on create new.  Select table from the data model.  Goto scope=list view  Goto Data model ⇒ table   Configure related list  Since table extended from task so it is always we need to edit in GLOBAL scope  Open assigned to field.   You will see the field which is extended from the task table.  Goto file and click on create file .  See my table and other table     create=form which table you want this form   After creating ⇒ see form design    We know there are two ways to configure a form .   a.form design   b.form layout   Do changes as per your requirement  Also verify after you apply those changes.  You will see the form which we have designed.   We can create module for that purpose search for application menu on the navigation pane.  On the related list click on New ui action.  Make sure your module is in the global scope.  You are able to create module in global scope because of application access =All application scope     Now GOTO è module  work_assignment è Configureè Table  You will see it is accessible from All application scope only.  Now change to this application scope.  Changed scope to global.  Open application.  And Create module.  You will see there are no matched found.  Next, create script include in Global application.  Check in Background script  Output  You will see your script include with same scope.  Check in Background script-same scope.  Output  Also, Check in global scope.  Output  Open the application.  See From here we can publish in update set  Scoped application caller tracking and caller restricted    caller tracking –After calling script then get access, it will track data.  caller restricted- After calling script then restricted   Application -work assignment, caller restricted Associable from=all application scope  SCRIPT INCLUDE created in work_assignment application and now we will write background script on Advanced work_assignment.  Function is caller restricted.  Output  To remove restricted access.  Goto =application  Application administration = true.    In the Related section you will see restricted caller access privileges    Now check in advanced work_assignment scope   Output  Create 2nd script include  Application scope should be –work_assignment.  Caller Access -caller tracking.     And accessible from=all application scope.  You will see the scope is advanced work_assignment in background script.  Output  Navigate and type sys_scope_privilege.LIST  Custom Application Form fields   Field name   Type  Description  Name  String  The display field for the package  Version  String  Identifies the latest version of the package in dot decimal notation  Scope   String Read only  Identifies unique application scope   [x_companyCode_shortAppID]  See properties   Glide.appcreator.company.code  Application administration  Boolean  When checked system administration will be preventing from accessing the application  Can Edit Application in Studio     Boolean  Allow user to edit application file in studio  Run time access tracking   Choice    a. Tracking log-access the system and allows script to execute   b.Enforcing log – access the request but required administration authorization before script executation proceed   Script interaction with other application is controlled by the system runtime access system        Use Runtime Access Tracking to manage script access to resources from other applications        Restrict Table Choices  Boolean  Restrict design time access to table outside application scope   Licensable   Boolean  Licensable or not   Subscription requirement  Choice     a.Monitor   b.Required   Subscription requirement for usage of this package   Subscription model   Choices     a.NA  b.fulfiller /requestor  c.procedure  d.capacity   e.mixed  f.Application in use   Subscription model is defined here    Subscription  Reference   Refer to license_details  Menu  Reference  Refer to sys_app_application  This application primary menu where default table module will reside   User role  Reference  Refer to  sys_user_role  Role required for end user to access this application and its table  Short description  string  Short description for application  logo  User_image  Logo for application  Guided Setup   Reference     Refer to   gsw_content  Guided Setup to start when to application is installed/upgraded      Related links Manage Collaborators  Collaboration descriptors let you assign, manage, and monitor permissions for each application or across multiple applications consistently  Collaborators -a person who works together with others for a special purpose  Navigate and search for collaborators.  Related link -click on manage collaborator.  See user can do following thing Move restricted to tracking  It will simply just move Whatever configuration we have done on custom scoped application restricted to tracking    Move tracking to restricted  It will simply just move Whatever configuration we have done on custom scoped application tracking to restricted   View License Definitions  It will redirect to sys_app_license_defn_list  Publish to Update Set  Publishes all the code from an app to a newly created updated set that can be used to transfer the  app between instance.  Grant app administration to all admins  Grand a role that are required for the admins to be able to grand any of the applications role  Enable Session Debug  Scan Application  Convert to Application Repository Mode    When your applications are placed in the Custom Applications table [sys_app], you can’t upgrade them directly through the Application Repository. This procedure helps you do a one-time conversion when you want to migrate deploying your applications using the Application Repository.  After you convert the application, it is no longer enabled for development on the instance where the conversion is performed. For a scoped custom application, all associated records in the Customer Updates table are deleted for this application.  After this see application  Resync Collaboration Permissions  Refresh delegated development permission for collaborators 

Import Set & Transform Map (Category & Subcategory) Problem Statement: – While importing a data from excel into ServiceNow if you have choice fields, like (category) & (subcategory) then it should get imported.      Steps:  First step is we need to load data in our case its incident data I have exported and download it.  Then navigate to Load Data. Under system import set you will see the Load Data Module.  Then, we need to create import set table which is nothing but our staging table which will store the data temporary.  You can select staging table if it has already created by click on ‘Existing Table’ or you can create new staging table by selecting the ‘Create Table’.  Also, you need to select the source of the import, which is nothing, but you excel file e.g. Incident1.xlsx.  Create Table-> Provide Label Name->Source of the import-> choose your excel file-> Click on Submit  Now you will see the status as complete. Next, we need create a transform map. Click on ‘Create Transform Map’.  Provide name, your target table. If you want to auto map the fields, select ‘Auto Map matching fields’ by using mapping assist you can manually map the fields. Click on save.  We will select the auto map matching fields related link. Our fields are maps successfully.  Now we need to set the coalesce field to avoid the duplicate record. Here we will provide the coalesce field to our number field.  Also, we need to create the choice action for our category file. Based on the requirement.  Choice Action: – This field specify what to do if the import set contains reference field or choice value.  Create: – Create a new choice or record in the reference table.  Ignore: – Ignore the new value from the source table  Reject: – The entire row(record) containing the new value and continue to the next row.    Click on transform related link to transform the data from excel to servicenow.  You will see the status and the message of your transform map.  Creation of new choices in the category table you need to select the choice action as create.  Next step we need to add the new choice in our excel sheet.As, you can see in the excel file we have added the new choice field called ‘Manufacture’   Now we need to select ‘Choice Action’ as ‘Create’ To create a new choice.  Click on transform related link to create ‘transform’. Your date will be loaded into service now and new choice will be added successfully.  Whenever we select category as ‘Manufacture’ then automatically subcategory should get populated.  For this navigate to ‘incident’ table. Right click on the subcategory and select ‘Show choice list’.  We need to add the dependant value for the subcategory as you know subcategory is dependent on the category.  After that we need to load data in our ‘sys_choice’ table’ Follow the previous steps to perform import set and transform map. Load the data and create transform map.  Click on auto map matching field to map the fields. Click on transform.  After transforming open the incident record select category as Manufacture you will see the ‘DNS, Operating System and VPN. 

Script Action What is Script Action: Script Actions in ServiceNow are server-side scripts that execute asynchronously when a specific event is triggered. They are part of ServiceNow’s event-driven architecture and are stored in the sysevent_script_action table.     2.Key Characteristics   Asynchronous execution: They run in the background via the Event Queue, so they don’t block the current transaction or impact user performance. Event-triggered: They are linked to events defined in the Event Registry (sysevent_definition). Server-side only: Full access to Glide APIs, Script Includes, and other server-side resources (just like Business Rules or Script Includes).     3.How Script Actions Work:  An event is triggered (usually using gs.eventQueue() from a Business Rule, UI Action, Flow, Script Include, etc.). The Event Processor picks up the event from the queue. The matching Script Action (if active) executes.     In the Script Action, you have access to two main objects:   current — The GlideRecord of the record associated with the event (if provided). event — A GlideRecord containing event details, especially event.parm1, event.parm2, event.parm3, etc., for passing custom data.    4.Usecase:  There is a date field on incident form so whenever user select date after saving the form automatically it should create a Problem Record.  Execution:  Navigation: Event–>Registry Navigation: Script Action  Navigate:Business Rule  For Execution Test Create new Incident with date and time  Go to navigation and check the Problem record  

Script Action What is Script Action: Script Actions in ServiceNow are server-side scripts that execute asynchronously when a specific event is triggered. They are part of ServiceNow’s event-driven architecture and are stored in the sysevent_script_action table.  Key Characteristics  Asynchronous execution: They run in the background via the Event Queue, so they don’t block the current transaction or impact user performance. Event-triggered: They are linked to events defined in the Event Registry (sysevent_definition). Server-side only: Full access to Glide APIs, Script Includes, and other server-side resources (just like Business Rules or Script Includes).  How Script Actions Work: An event is triggered (usually using gs.eventQueue() from a Business Rule, UI Action, Flow, Script Include, etc.). The Event Processor picks up the event from the queue. The matching Script Action (if active) executes.     In the Script Action, you have access to two main objects:   current — The GlideRecord of the record associated with the event (if provided). event — A GlideRecord containing event details, especially event.parm1, event.parm2, event.parm3, etc., for passing custom data.  Usecase: There is a date field on incident form so whenever user select date after saving the form automatically it should create a Problem Record.  Execution:  Navigation: Event–>Registry 

Advanced Work Assignment AWA (Advance Work Assignment) helps distribute work automatically to available agents instead of assigning tasks manually  This document explains the complete setup of Advanced Work Assignment (AWA) in ServiceNow. The use case is to automatically assign incidents to agents based on incident priority and queue configuration.  Step 1: Create Service Channel  Go to the navigation pane and search for Advanced Work Assignment, then open Service Channel. The service channel defines which table of records will be routed to agents using AWA. It acts as the main connection between incidents and assignment queues.    Step 2: Click on New  Click on the New button to create a new service channel configuration. This allows you to define how incidents should be routed and assigned automatically. Ensure you provide all mandatory details correctly before saving.    Step 3: Configure Service Channel  Provide the name as Incident and select the Incident table. Set the Assigned To field so the system can automatically assign incidents to users. Configure default work team size, capacity, and utilization conditions according to business requirements.    Step 4: Create Queue  After creating the service channel, the next step is to create queues. Queues help categorize work items based on conditions such as incident priority. Navigate to Queue from the navigation pane and create a new queue.    Step 5: Configure High Priority Queue  Create a queue named Incident – High Priority and link it to the Incident service channel. Set the routing condition to include Critical and High priority incidents only. This ensures urgent incidents are routed quickly to available agents.    Step 6: Create Remaining Priority Queue  Create another queue for Medium, Low, and Planning priorities. This helps separate high-priority work from regular incidents. Using multiple queues improves workload management and assignment efficiency.