CHAPTER FOUR service automation platform. In this chapter we'll talk about knowledge base management service catalogs, workflows, service level agreements and reports. knowledge based management, knowledge based management or knowledge management, allows user to create, view and modify knowledge articles related to optimal use and troubleshooting of ServiceNow applications within an organization. system administrators and users where knowledge administrator role can create and manage knowledge bases. a knowledge base is a repository to store and access knowledge articles. Each organization has a knowledge base catering to their product or services.

The roles and privileges granted to users decide whether they can simply view or also contribute to knowledge on articles. These articles shall be accessed through the knowledge homepage or via contextual servers, thereby facilitating users to troubleshoot their specific issues. To view knowledge articles go to self service application and under the knowledge module, the articles are organized by knowledge base and category, along with feature content, most useful and most viewed articles. It is worth noting that at least one role must be assigned to the user to be able to contribute content to knowledgebase articles within ServiceNow. Searching for knowledge articles, users can search for knowledge articles using search box from knowledge homepage. The results from the search can then be sorted based on the relevancy number of views most recently updated articles etc.

These results can be filtered in different ways such as knowledge bases, we can select specific knowledge bases to look for knowledge articles. If not, the search will display results from all knowledge bases available in the instance. authors, we can select one or more authors and research will display articles only from those authors categories. A user can select one or more knowledge categories and display articles matching article content from those categories. There may be in finite sub categories into which knowledge content can be kept flagging an article, a user can flag an article by simply clicking flag article button and adding the comment and describing the article usage or any ad hoc user feedback. The flag article checkbox is only available for published articles to view all flagged article You go to knowledge and in this application the all flagged module.

Articles which are flagged only by the user currently logged into the instance can be viewed at knowledge application and under the My flagged module. To open the article record, we simply click the number field corresponding to that article. We have done that before in the incidents as well. To view the comments user put in while flagging the article, we have to simply scroll down the opened article, record and view comments field under a knowledge feedback or knowledge in submission workflows. Each ServiceNow based instance has default workflows provided to where these can be used as it is or extended further to create user specific workflows. The default workflows are shown in here, knowledge approval publish the article, to be published needs to be honored Right by a knowledge base manager if rejected, the article remains in draft state and the workflow is canceled.

Knowledge approval retire, same as before the knowledge article to retire needs to be authorized by a manager and in case the manager rejects the request, the article still remains the published state and the workflow is canceled. Knowledge instant publish, the knowledge article is instantly published and no authorization from any manager is needed whatsoever. Knowledge instant retire, the knowledge article is instantly retired and no authorization is needed. Knowledge published knowledge it is a sub flow that transmits an article to publish saved it can be used while defining self created workflows. And last is knowledge retired knowledge is a sub flow that transmits an article to retired state. It can be used while defining a self rated workflow Same as before.

Knowledge Base hierarchy. Articles are grouped into different categories within knowledge basis. These categories provide useful classification to knowledge articles, and help users to traverse through relevant articles. Knowledge managers have the ability to define knowledge articles and pre populate the list of providing categories. Users who intend to share knowledge articles can choose knowledge category using category picker, or add or edit categories with proper privileges. Not instructor ServiceNow administrators can create as many knowledge bases as needed, and assign managers to control and manage them.

When multiple knowledge bases are created, each have their own unique life cycle workflows, category schema users criteria and management. A sample ID form knowledge base is shown in here. steps to create a knowledge article, various steps are included to create knowledge articles. For this, we go to the knowledge application under the Articles title and in that module we choose Create New to create a new knowledge article. The form to create a knowledge article gets displayed and the first and foremost is to select the knowledge base where the new article will recite. Once done, select the knowledge category using reference look up and pick the relevant category.

A user may select from an existing knowledge category or create a new one by using add category icon from the category picker. The selected category can also be renamed by editing the selected category no This edit option is available to each category and its corresponding sub category. There are other fields on this form which are described in here. Valid to the date when the current knowledge article would expire is provided in this file into field. Image image needs to appear next to the knowledge article is added to this image field. workflow.

Workflow defines the current state of the article such as a draft, or publish etc. Attachment link is a checkbox to automatically download the attachment file whenever the article is accessed by the attachment and must exist within article to use this option. Display attachments is a checkbox to display attachments to users accessing the knowledge article, the attachment would appear below the article details and the attachment must exist within the article to use this option as well. Note provided other necessary details of the form survey and don't forget to hit Publish to publish the new article and make it accessible to everyone. Content Security, the content within knowledge articles is specific to the company and must be secured from outside. It is worth noting that a user with at least a single role can create and publish knowledge articles.

If no roles are assigned, the user can only access and read articles but not create or add in town. Accessibility can further be managed by implementing and assigning groups roles companies locations and from specific departments. We may define user criteria and use it again and again among different knowledge publications. It can further be extended from basic details to specifications to During to precise article needs, user criteria can be viewed at knowledge application within the administration title and the user criteria module. Sample use case 4.1 in this use case will consider the hypothetical situation that the RP prototype has been misplaced by its manager in a recent meeting, and company's senior officials have provided guidelines for prototype security measures will create a knowledge article to add these guidelines for employee access. Say the guidelines provided appear somewhat like this.

If in case of you know the RP product is lost, then the first step is called the IT department at this particular number immediately. Provide your employee ID name title to the IT help desk request to deactivate the product. remotely unlocking immediately, and let your immediate supervisor know of these measures and authorize requests for new prototype if needed. So you're gonna copy these guidelines to be used in the knowledge base article that we'll be working on. So next we'll configure an existing ID knowledge base publish workflow, for this, we search for. So under the knowledge application within the administration directory, we have the knowledge basis, and we go there and we select the ID.

So we are getting this in the IT knowledge base. All right, in the published workflow, because once people feel that we have, we're gonna make it to a Instead of making the rule publish, which we discussed in like a few minutes back, we're gonna make it instant publish so that we don't have to go through an approval. Okay, once done that we are going to hit update to update the knowledge base form with this new workflow. And now before creating the new article and or its category, we'll review the current taxonomy so that changes made can be comprehended and verified. So for this we are going to search just for knowledge and in here we are going to go to the search service and in there we have knowledge and we have in the knowledge module, we are going to select the it knowledge base. Right now under the categories we have di T and we have security categories as well and in here within the security T category, the subcategory is precisely we will say, this is where we will be creating the new category of, instead of dealing with the spyware and viruses, we are gonna tell you where the last word is, that's gonna be the article.

Right? So to create new knowledge base an article under age, we are going to go to knowledge entering the articles, let's search for that. And in here, we're going to create a new article. Right, so we've got the form to create the new knowledge article, we also travels where exactly we're gonna be reading this article, like in which classification how the classification is gonna be. And now in the knowledge base, we're gonna go to the lookup icon, we're gonna select the it right? And in here in the Category field, we get it.

We already have the IT field. So in it, we want to go to security. And in security, we got another column where we have to add our new like category that we need to, we need to add the article to. So we're going to click this plus icon. And it gives us like the name that we need to provide in here. So we're going to make it as prototype security.

Okay, once done, you're gonna hit OK. And the category has been created for us specifically. Now in short description, we're going to add text like in case of missing Okay, and in the actual text, we're gonna paste the guidelines that we have. So, remove formatting, that's okay. It doesn't matter if you want to have the exact format, you can do that as well. And we have the guidance Also pasted in here. Alright, now we're gonna save the article by going to the context menu and saving it and now we have the article saved and you're going to click Publish to publish that article.

The knowledge article has been published I mean successfully the Publish operation has taken place. Since no rules have been defined. All Users with access to knowledge base can access this article right okay. So now in the next use case module will attach the knowledgebase article to an existing incident. So for this, we shall have an incident documenting the misplacement of prototype. If not available, feel free to create one.

I'm going to do that this time, but I would appreciate it like whoever the student is needs to try and create the article the incident yourself Once you've created this incident, you can see automatically also you're getting the in case of missing. You know, you get these rated search results, and you can attach a particular knowledge article two so that it becomes easier for anybody who's reading the incident to look into this knowledgebase article and follow those steps that are needed. Right. So what you can do is you can write laws RPA Okay, You can view and you can hit Submit as well. Now, let's open this incident and see and once you click here, because you only created the incident or you if you had to use the same incident just open it and in the rated search options for the available knowledgebase articles all you have to do is simply attach.

So now in case you have been added to the additional comments that means the customer visible field is there and anybody can look into that particular knowledge base article. Okay, so now to verify that the article exists in the correct knowledge base We again have to go to that self service knowledge. And there you remember the it, IT security and etc. In case of missing prototype, that whole category has been created and the guidelines have been added. Right to view the incident, you can view the incident as well and see the open incidents scroll down and verify that the knowledgebase article is displayed. We already did that, but in case that needs to be done again, then all you have to do simply open all the possible incidents we have opening the incident and you have the knowledgebase article also attached outside service catalogs.

What is a service catalog? service catalog provides a one stop shop for ordering goods and services offered by a company. Users have the access to service desk or help and training portal alongside example, the IT Service Catalog provides users with the capability to request items they may need from the IT department of the company. system administrators or users with catalog admin role can define and manage catalog items, their respective descriptions, images, prices and other such details. ServiceNow platform can have multiple service catalogs within it. This helps in providing goods and services to different teams simultaneously, to share catalog items within different departments of the same organization.

These catalogs are designed to be classified into various Of course company specific categories or subcategories and items are added into it. The DSS Employee Self Service users can order redefined on Monday. goods and services from the respective department. Id, users or system administrators have additional options to choose from. Administrators may also define views to access catalogs for specific user routes. The top requests pane displays the dynamic list of top five items requested by company employees.

Major components of service catalog, there are various components of service catalog. These include first record producer, record producer is an alternative approach to the traditional forms and lists used to create service catalog records. It is specific to the process or tasks and can be used anywhere across ServiceNow instance. In service catalog. These are presenting categories alongside catalog items. This facilitates the users to operate it as a full ledger UI to enabling them to create incidents, make change requests, request items, etc.

Users build the components of a system connected to their request. Next 10 items items are the basic and fundamental units of service catalog. In here, users look in the category of item or service they're requesting for and subsequently click the sub category link. variables. Variables provide customizations to the order whether it's goods or services requested by the user. Questions are designed by system administrator to facilitate and meet the needs of customers.

These variables can affect the prices of service or commodity depending on addition or deletion of components. These variables are defined as global and so by default, and once defined, can be used in multiple places. Service Catalog provides the option to attach these variables to catalog items. Order guidance. Order guides provide users with related items based on their requirements and provide the ability to order multiple related items under a single order. It makes the item bundling process easy and efficient.

And last is workflows. workflows run in background to communicate various stages within service catalogs and obtain final approval for the requested items. Service Catalog categories, system administrators and catalog elements have the ability to create categories or subcategories to organize catalog items into logical groups. The sub category this forms a fading child relationship with its ancestor category of numbers generated in animals There are various numbers generated when an order is placed within ServiceNow by a customer. These numbers along with their significance is discussed here. First is request number.

Each request for a service catalog order a single item or wonder together is assigned a request number in order to track it. The request table which is SC underscore request stores this data are IDM. It stands for Request Item Number. Each request may have several items in it. Each discrete item is given an ri tm number, the requested item table SP underscore q underscore item stores this data. Last is there may be several tasks involved to make the order ready to be delivered to the customer.

Each of these tasks are assigned a task number. These are visible in the catalog, section Order Item. Example fields such as work Start and End age assignment groups etc. The task table which is task itself stores this data. States have requested item. There are various progress stages in which our requested item goes through.

These include first, waiting for approval, the order request of weights approval from the concerned administrator or manager saying approved, the requested order has been approved. For pending. The current state for the order is yet to reach here or in other words, defeat hasn't even started. For fulfillment. The current order is being fulfilled and back end Straight configuration, the order items are being configured as for customer request. delivery, the order items are in transit for delivery to customer and last is completed, the order has completed successfully.

The requested items within an order requests can be viewed in a separate requested items window or tab available on scrolling down the request record. Service Catalog items. Service Catalog items are available under the service catalog application within a catalog definitions title and maintain items module. We can create a new catalog items or configure existing ones by adding or modifying their respective form fields. There are a number of things that can be done to these service catalog items once they are successfully done. Such as, publish the item to make it visible to customers for purchase, or group similar items into a bundle for a better shopping experience using order guide, or display available choices, variables, and questions regarding the current catalog item.

Know what? variables to find the questions asked from customers to customize the requested items specifically for their needs. These questions choices define the available options for the item, and in many cases does affect the price. variable. There are different types of variables supported within ServiceNow catalog is the most common one among these are multiple choice variables. Select box variable single line text variable reference variables and checkboxes variables.

Multiple Choice this variable provides radio buttons to provide options to the user to choose from. This type creates a drop down list for user to choose item options from a single line test. This variable type provides a single input line to enter input text to a reference. This variable type provides a reference to a record or another table within ServiceNow checkbox. This variable provides the option to select or deselect the customizing option for service catalog item. Variable sets a variable set is a group of variables that can be shared across different catalog items or to an execution environment.

It mainly has two fields name and description after saving the variable set to less often latent variables is display to choose from. We can create a variable set under the cells the service catalog application with an empty catalog variable cycle and finally the variable sets module. ordering of items, the order fields within an item form decides the sequence in which items will be displayed and lower numbered in the order field will display higher on the list and similarly, a higher order number will be displayed overall. For a quick example, an order with value hundred will be displayed before an item with order value as 200. Order. As mentioned before, order guides provide bundling of related items into one unit for easy access and for use of customers.

A user can order a bunch of related items into a single order request making it easier to track it and fulfill the separate catalog items all together. Questions created through variables are used to present users with options to cater to specific needs. Sample use case 4.2. In this lab, we'll take a sample use case to create a new service catalog item, we add variables to it, and use order guide to bundle other items for specific users. First of all, download a sample image to be used while creating the service catalog item in ServiceNow instance. So in this lab, we were taking the example of Dell Latitude 54 at the data.

So once you've downloaded the image, downloading the images keep it handy because we will be using it when we were creating the service catalog item. Now to create the item, go to service catalog application Within a the minute catalog definitions, and finally in here you can see the maintain items. Now all the catalog items are displayed, and we click on New to create a new catalog item. Let's add the following details. Name, Larry retail, Laurie 250 for a price. Let's go down and in the price tab, you put s 799.

Right. Now got it. So to choose catalogs, we have to click unlock catalogs, here option. Once you do that, then you can you get to search the lookup option to search for the required catalog. This time it's going to be service catalog. So it's right there.

For the category, we'll choose hardware category. Okay, in case it's not available, then there are two ways to add a category. We can put them in categories, create a new record and add it here or we can simply search for it. And in here, we can add the hardware category. Okay. All right.

So this was fairly simple now. Next, we're going to add a short description. So if you are in the item details over there, we have the option to choose the short description. I have short description and the actual description of the catalog item that I'm creating here, but you can add specific to the catalog item that you will be reading in your instance. So it still allows you to do for any profession. lapto for all your business needs is the short description.

And for the actual description, I'm gonna copy all this data with some some of this laptops features, and I'm gonna keep the formatting. And I have a description right there. The last thing that we need to do is add a filter. So for that, we go to the filter option here, and we click to add it and we browse for the image. So this one is a image that I have, I'm gonna hit OK. And you can see the image has been added for that particular data. Now, the form looks pretty neat and clean.

All the military fields have been filled up with some of the other data in it. This feature to try it, which means if we click on this, we'll get you have the look and feel of how our catalog item is going to look like when a customer would be placing an order for it. So let's click on try it and automatically LEED will get the data right there. So it will also save automatically. So we this is how our catalog item would look like. Right and it has also been saved.

Now, next, we'll add color variables to the service catalog item. For this, we go to service catalog application and the catalog definitions and maintain items, same where we were just some time back, right? And we're going to open the record that we just created the Dell 54 ad. Okay. And once it has been done, we scroll down and see the variable. So right here, and in this variable zone, we're gonna add a new variable.

Right. And that's right there. The application is taking a few minutes. Okay? Now the way when details are displayed on top, right, which is like wishes, whether it what type of variable, we want a, what is the catalog item on which you want to create a variable and cetera, et cetera, right. So what we're going to do is the variable type, we're going to make it as multiple choice, right?

And this will be, again, depending on what type of variable you want to create. But for the current choices, the multiple choices is a pretty good choice. Now, we may mark in military as well if we if the user needs to exclusively choose some value, whether it's black or gray, whatever color he wants, because that's a variable we're trying to create for the colors. Right? And that's totally up to the user. And let's put the question as what color do you want and Let's name this as color.

And once this is done, we go to the default value. So the default value is where we provide a default value to the catalog item variable. Which means if a user doesn't select anything, then by default which value to take, which is we're taking land cells, right? So that means that black colored laptop, which is by default provided to the user would be the default value like as we have added or configured in here. Now save you save the form when people submit it again. Right?

It's always a good practice to save it as many times as possible. So that, you know, we want to start from the scratch. And because I'm also going to be adding more questions, so the question choices, zone is also variable once we save it, right, and we'll This is below this default one. And in here we are going to create a new question choice. So for the question, which says What color do you want, so we'll put the black one first, the value of last. Okay, and the text will also keep us, which means the text that needs to be displayed.

And that's it. Nothing else. That means but we are providing some more details to what the default value should be. It should be displayed as black and the backend values also be taken at once done, we hit stop. Now, we're going to create another question choice once this is done. So we have one question choice of black which means user can select a black one you are again going to create a option where we are going to put the value as gray right in here, we're gonna also Add a price of $100 and the order is 200 which is like of lesser priority as per se, then so so you get it right that means whenever a user selects a gray value for their laptop, the order total would be increased by $100.

Okay. And we submit now two career choices will be visible under the default value right there. Now that we hit the update on the form and the overall catalog item is being, you know, changed. Now, if we click on try it, we can see that we have two different options. One is here and the other one is Craig Wright right that is traveled indoors. This is Regardless lessor.

Okay, so, two we can also verify this within the Self Service application and under red tea service catalog module and we view the catalog items under the hardware category. And the item will be visible with all variable options considered like the same way as it has been displayed here. Okay, we can also configure the item or we can order it now or it can be added to color we can do all that stuff. So the request has already been submitted. If you see that I ordered agree. The request has been submitted successfully which means the item has been added correctly in the ServiceNow instance and it is okay to place orders for it as well.

Now, a quick exercise for everybody to try. Create a memory variable To provide options for different disk spaces available for the same commodity, which is the laptop in here and alter the prices based on the chosen option, like you know, you may have 512 gigs of memory or one TV memory and alter the price accordingly. Okay. In the next part of this use case, we create a service catalog order guide. To make shopping experience easy and clumped together with related items. We'll consider that the company like feature four provides easy bundled order of computer and mobile phones together for new hires.

The options will be based on the type of job employee is hired to do so rules will be added to provide different purchasing options based on user's form selection. The first step in the process is to specify a new catalog category Which will be called as new buyers suffer this go through service catalog. And in the service catalog application, we go to the catalog definitions and in there we go to maintain categories. Right, we discussed this. So in here we're going to add a new category since we're new, and we're going to have these details. Let's put the title as a new hire and catalog a service catalog.

So same as the pharma. All right, and description. It's, let's say a rain to manage for new hires, okay, you may And he makes specific to new hires as desktop image in this form. So here's the desktop image and you click and choose the image which is going to be on our list. This one it Okay, and we can see that's how our current form looks like. Once all these details are added, simply hit update.

Right. Next, we'll create a new category to service catalog. For this, we're going to go to service catalog. And under that we have catalogs, catalogs, catalogs and in here and we're going to select a service catalog option here. Okay, now in here, we add a new category by clicking the plus side. You can see the plus button is right here, we're adding new content right the section window is displayed and from the middle column, we are going to select a new hire.

Okay. So this new hire we are going to add to the second row and the first column, we simply click here and once we have done that, then we simply close this section okay. So, this is how you know are we It is like a new hire section the service catalog section looks like now we have it visible but there are no items in it, which can be verified by clicking on it, right is nothing so now we will create an order Right. So to accomplish this, we go to service catalog and catalog definitions. And in there we have order guides in here, okay. Now within the order guides now, in here we're gonna provide the name as and for mobile phone package.

Okay, then we're going to unlock, unlock the catalogs, and we're going to add a service catalog. Right in the category, we're going to use neumayer. All right. Now let's put a short description, which is going to be asked for, you know what we're trying to accomplish a smaller description for it. Let's put it as a complete package, including phone or VGA for new buyers. And in the description, we can write down that in order to make sure package questions correctly Based on your answers, the order items will be recommended.

Okay, so once all these details are added, then we can simply say this fall. Now let's create order by variants and questions. To facilitate ordering for new hires, we created three variables, which will be named as name, department and mobile. The questions corresponding to these variables will be displayed on the first page of our laptop plus mobile package request. So we're going to scroll down to the saved autographed form and we see these variables tab. Right, and in here, we're going to add a new variable Now in here, let's put the type a single index letter B.

And in the Questions tab within this, we are gonna put, like, Who is this request for, right? And the name is gonna be name. And today is gonna be like more info. This is needed not needed talking to us. An example text could be insert the name of a person making request. Okay, now.

All right. Now similarly, we'll create a next order by variable. So we scroll down, we created a new one. And later, let it spread for this and this time, we're gonna Did it as reference. Okay. And the question is gonna be which department the employee in and the input the name as department.

And totally up to us if you want more information as to check, right? And under the type specification, we have the reference fee right? So we are going to use it to department. Okay. All right. And, once done, we hit submit.

Now, we're going to choose our create our third variable, last variable And this time the type is going to be check the check box and if the question is going to be check box if you are requesting mobile and Navy's gonna be a mobile and still totally up to us, we want it we don't want it to state and now it's ordered by variables will help new hires to decide on ordering laptop and mobile based on their requirements. So in the next section, we'll create some rules with working department. So for this, scroll down in the order guide form, and go to rule based apps We go down here and we choose to do a stir. And in here, we're going to create a new rule. And we're going to add a few details in here. Like, if this condition is true, that means the lexer department if it is failed, right?

If it is true, then what we're going to do, we are gonna include this item, and it's going to be a sales letter right? That makes sense, we are going to condition that a person called the Department of sales, then we only want to give them some give a laptop with some sort of configuration, which is internally maintained by the company, which you know, which is specific to this instance. So, we do that and at what position, so let us say 100. And we can uncheck use cart layout. And subsequently, we can show them on the box that it has been displayed in here. Right?

So they're gonna put it as like, how many quantity does the person want to actually order? Okay? This rule allows employee from sales department to order sales and which show quantity checkbox the user can order multiple orders of same item. Now we're going to save the show. Let's create another rule. Once this one is done, okay, okay, you see our disposition is contrary so that's how that is written into this.

Let's create a new row. If the department is not sales, that means any other department besides to sales Then which item Are we going to include? We're going to include a standard after. Right? So this time, we're going to use the position as 150. This is pretty much as like the order number right which we have seen before.

And check the shoe quantity which we are going to get after we use cardio. And we finish. Now, last, we're going to add one more. If this time the department is sales and we're going to add one more condition that means both the conditions need to satisfy and mobile is true. Right which means person has actually requested them as well. Then we are going to include this item.

Apple iPhone success right? And at what position, we're gonna put it as 200 as the order number here and we are going to check this quantity option. And this will will allow us Department employees to also add Apple iPhone services to the order Okay. Now, there is one more rule that we should also include which is fairly farmer is not sales but the person has to request in mobile, right? Let's do that if the department is not sales, and because will the conditions need to satisfy? Well that is true.

Then which item we want Google Nexus seven this time, right and we're gonna show quantity Same as before, at this position, let's put it as 250 this time and this finally we will allow anyone from other than department to order Google Nexus seven is your mobile phone. Now, it's Okay, perfect. So we have created an order guide. And we have, we now have to click update to make sure that we have these new options available, and the laptop and mobile phone package complete. And to verify the working order guides, you go to self service application. In there we go to service catalog module and click New Hire category.

And under items click, let's do this. Instead of me just saying it, it's better to actually do it ourselves. So we go to self service service catalog, same as before we go to new Meijer, right and in here, we see that we have the laptop and mobile phone package complete. So once we go there In the describe needs portion here, we provide answers to the questions like this. Who is this request for? Anybody?

Let us say, right, which department is the person who are we in? So we can choose like sales. And do you want a checkbox if you're requesting a mobile phone? Yes, let's say we are choosing enough. Now we've got the laptop which we wanted to load. And we can add some offers offers as well, which was configured right next to the dis catalog item itself.

And this laptop is referring to sales department only. And in the second tab, we can add the iPhone success option which was specific for the sales department material, right? So you can add all these configurations options which are next to the iPhone success, and subsequently, the price will also be adjusted. And in the next screen, you can also always like check out, and you can see that you're given the total price, right, whatever the price was given. Okay, here are the shipping address instructions and simply checkout. So this confirms that our order guide works perfectly.

And what you can also do is you can try it for the other departments and see if you're not like it. Hopefully you shouldn't be getting the sales ladder, which was a sir in this case. So make sure that you're also getting the Google Nexus seven as the mobile phone and you can play around with the customization options to see the change in the price of the total order as well. Okay. workflows. What is a workflow?

A workflow is a pictorial representation of different steps involved in sequentially executing a process. workflow looks something like as shown in here. With workflows, we can see the entire structure and definition of processes a workflow accomplishes. Each step in the workflow corresponds to an activity. When the conditions for activity is met. The workflow moves to the next connected activity and the process execution continues.

When the last activity finishes execution workflow is completed. There are various scenarios which hold perfect cases for implementing workflows. These include, for automation of repetitive processes for typical responses that are needed for record operations such as insertion, deletion, creation and modification. Additional information workflows are not advised in case of ad hoc non standardized operations. There are several ways in which workflows can be initiated. These are first, when conditions are met.

Workflows can be initiated automatically on a table record insert or update operation. Next, workflows on requested items table which is the SC underscore r EQ underscore item can manually be related to service catalog items. Once mated successfully, these can be initiated automatically. This also holds true for SLA workflows. Next, a user may initiate workflows through inclusion of scripts or business rules by using start flow method. This start flow method has a few parameters like workflow ID, current operation and verse, the variables.

Next, admin users can initiate the execution of a workflow through a start button. Available on the workflow canvas. And last, a workflow execution shall be called from another workflow. The workflow being referenced is called sub flow to that workflow. Each workflow has an associated table along with conditions to get your mind it's initiation, execution, continuation and termination. Before delving into workflows, let's understand a few associated terminology.

Activities. Activities are the building blocks of workflow activities together in synchronization upon execution, complete a process. transition. Transitions are the links between activities that establish possible direction to a process. The path is chosen upon validation check for conditions. plugins.

Plugins are the additional modules that can provide features to given activities. create custom ones. Version version is the currently published model of workflow which is made available to the instance. context. Context is the exemplification of workflow version being executed for a given record showing processing back. to design the workflow, the activities are dragged and dropped into the workflow editor and connected with other activities in a logical sequence.

And Users can also take existing workflows and make updates to it. The workflow activity table which is Ws underscore history, highlights the execution path of workflows and also the roll backs to find any activities in unresolved state. workflow activities there are various core activities within workflows. The major activities include first approvals, these activities allow the office optimization to manage workflow and try to record to its completion. Next conditions. These are the activities that provide validations based on criteria which decides the path of execution.

Next notifications. These activities notify users of events occurred during workflow execution. Next, tasks. These activities act upon workflows that extend task table. These are used to create or modify tasks. Next, timers.

These activities are used to pause an executing workflow for a set period of time. Last is utilities. These activities provide useful controls over execution paths for workflow along with other similar tools. conditions. Conditions provide the means to validate correct execution path for workflow And transition accordingly. common conditions include skip and error conditions.

To add a condition, simply right click on the activity within the workflow editor and select the required condition. workflow stages, workflows can update user have its progress via any field designated as its stage field. For example, change request table has state field, which indicates his progress, while service catalog has stage field indicating the same. The three states in which a workflow may exist include first published, which is the current version of workflow made available to all users and platform meaning the required criteria. Next is unpublished, the version of workflow which is no longer available for new contexts, but maybe used by already running contexts. And lastly, is checked out the version available to specific user who has checked out the workflow.

Note there can only be one current version of the workflow which is in published state at a particular instant of time. All other versions are kept unpublished. Do these there are various states workflow goes through during its development process. workflow editor. The workflow editor is a canvas providing interface to create or update workflows by dragging activities on to it and connecting it via links in a logical sequence. The activities can be added or deleted or updated at users where transitions can be redrawn and workflow empowers the process as shown in here in the canvas.

A workflow editor window is divided into following parts Canvas tabs. Canvas tabs provide the means to traverse to different opened workflows and work on them simultaneously. Title Bar title bar shows the current workflow name along with its state. alongside it provides a context menu to configure, test and validate workflows. Canvas Canvas acts as the content frame for workflow where all activities and their linkage recites. Users are permitted to add or modify activities as per needs.

Palette palette acts as the panel where all available activities and existing workflows exist. These can be dropped dragged onto canvas and used to create your edit workflows. workflow timeline workflow timeline shows the up to date status of a workflow activities in a time based fashion. It can be accessed by clicking the short timeline link under related links for the timeline shown while this option is in the form of a Gantt chart, users have the ability to compare many execution paths at once during a period of time, or can isolate them as per the lead. Relations shared across activities along with their processing times within the workflow can be analyzed using the workflow timeline. Using tooltip we may also access useful information such as start or end times of activities, activity definition names, durations, etc.

The title of the timeline shows workflow context allowed with workflow version name, and the record type it's acting upon. On scroll scrolling down the workflow context to below the Related Links. We have several workflow activity tabs categorizing activities and displaying their execution flow along with other useful details such as duration state cetera. In workflow activity History tab, a user may right click on an activity record and select workflow debug, and subsequently the highlight execution path or roll backs to trace them to the timeline. checkbox next to each activity can be selected to track specific activities of the workflow. Checking out a workflow of workflow must be checked out for proper version control.

Multiple users may be accessing the same workflow, and to prevent users to impact the working of others. Only one user can check out, make changes and release the checkout. The changes made are visible to everyone only when the workflow is published again by the user go check out the workflow. Service Catalog workflow of service catalog workflow is the workflow on SC underscore request table. There are three ways to attach workflow to the request. First, manually on the service catalog form itself.

Second, based on the conditions provided within workflow, and third, automatically by default if no other workflows are attached. Same as others workflows use the Publish model where the user checks out the workflow creates or updates it and then publish it. The steps to create service catalog workflows are shown in here. It is worth noting that all workflows have a begin and an end activity properties of a new workflow. There are various tabs and fields available that can be set while creating new workflows. different views are predefined to make workflow creation process easier.

This includes the default view, the diagram view and a new workflow view. Each views have their specific window tabs with options to choose from. Some of the important fields in a new workflow form are name. As it suggests, it assigns name to the workflow for identification purposes. The name for each workflow should be unique. Next is table it defines the table onto which the workflow will execute upon.

Global workflows can work on all tables within the ServiceNow instance. A user making changes to a workflow must have access to the underlying table to be able to make changes. Next order. It defines the sequence of execution of a workflow compared to its other contemporaries. workflow with a lower order number is executed for The foremost criteria to run a workflow is to meet the conditions of the workflow. Whichever workflow meets the condition first is executed.

Maps activity count. This field sets the maximum amount of activities that can be performed via workflow. It is hundred by default. This property prevents workflow from entering into in finite loops. Next activity printing this page provides a list of options that controls modifications to custom activities at workflow level. Last is published.

This field confirms if the workflow has been published or not. Can you tap the schedule tab within the new workflow form provides the expected time for fulfillment of request a service catalog of course, since workflows can compute n times In case of service catalogs, the expected time becomes the delivery time. Approval user activity. This activity of waits for approval from a user to continue processing based on the request approval or denial, the workflow direction is executed. Example, in case here, publishing the knowledge article would seek an approval from knowledge base management user and subsequently workflow is processed. Approval action and catalog task.

In case of service catalog item requests, the approval activity marks approval on the request from user and transits to catalog task activity as shown in here. The catalog task activity only works on Request Item table. This activity creates a catalog task and has an additional variable that enables user to select which service catalog variables are to be made visible when the task is shown. Stages of a service catalog workflow, a service catalog workflow provides the logical flow to deliver service catalog order requests. It may be created from scratch, or reuse to drive full fledged complex order delivery processes, and constitute three basic components, namely approvals, notifications, and tasks. Upon service catalog request, the workflow goes through the following stages, namely waiting for approval, fulfillment delivery completed, and in some cases cancel request when the request is denied.

Back order notifications, these are the alerts sent to console users in case the requested item is backordered. In case of backorder notifications, the following sequence is generally followed. First, another catalog task is created, which awaits the arrival for backordered item. Next, notification confirming the item availability is sent upon arrival of the backordered item. And last, the catalog task is deployed and the order request is completed. order fulfillment steps.

In most cases, the catalog task is executed towards successful completion of order. With catalog item availability of course, in this calling sequence, first notification is sent confirm the availability of required catalog item. Second, the catalog task transits to deployment stage and last Message Log activity document the message confirming stage completion additional information As workflow progresses, the stage feed for the activities is updated accordingly. The stage values can be viewed alongside their states in list views under workflow context form. publishing the workflow. Upon making changes, the modifications are reflected to all users accessing the instance only once the workflow is published.

To publish, go to context menu and click Publish. It is worth mentioning again, that the workflow is editable by user only after checking out the workflow. Sample use case 4.3. In this use case, we'll consider the scenario that company vj Corp has decided to give out Dell Latitude laptops to several domains will create workflows to request the catalog item which is the task Do laptop of course. But we'll start by assigning some individuals to groups and roles in order to properly test the functioning of workflow. Okay, so to add members to the groups, we are going to go to user administration and the groups.

There it is. And we are going to open any group, let's say we're going to open software group. Okay. So there it is. And in here, we're going to go to the group members tab. If in case you're not there, and we're going to add a new group member, right.

Let's add David Lu, which is somebody by default. So I'm gonna click Edit. And in here let's search for David here. Okay. Okay, and save. Okay, once you're here Click Update as well to return back to the group list.

Now, we're also going to go to project management group project management. Okay. And in here, we're gonna again, go to the group members tab, and we're gonna add Andrew Jackson to it. So we got to follow the same steps. Okay, so we've added like two people in different groups and we're going to use them it's going to make more sense once we go forward in our use case. Okay, now, there are two ways in which workflow can be created.

First, either we created from the scratch like each and every activity within it will be created by the user, or second, which is a more optimal better and time saving approach is by copying Existing workflow. So we leverage a pre existing one. And for this, we're going to go to workflow, workflow editor, right within the workflow option. So we click here. And in here, we get all these different options, all these different workflows that are available. So we go here and we choose service catalog item request, right?

That's the working workflow that we're going to work with. Okay. Now, in here, we have like the workflow open with us, and we have to go to the context menu and we're gonna copy we're gonna create a copy of it so that you know, it makes more sense for us and we can you know, bear on with it. So let's say request, tell Larry latitude or something like that. Alright, hit OK. Okay, so we got that open already, right?

It automatically opened the new workflow, and it's checked out by me, which means we can make changes and anyone else cannot like edit or do anything on this particular ServiceNow instance, as long as it is checked out by me. Okay? Now, before delving deeper, let's go through the workflow in hand and analyze different activities involved in it. Once the workflow has begun, it goes through two user approvals, right? And one from the department head and another one from the CIO, as you can see right here, okay, after both the approvals itself, the item will be marked as, you know, approval else or rejection notification. Right.

You can see in here Depends because being rejected and the item will be marked accordingly thereby, you know, ending the workflow, as you can see right there. Okay, so once the catalog item is marked approved the first catalog task, which is the order fulfillment it executes, we'll make changes to the Oracle filament activity catering to our catalog item, which is Dell Latitude, right, depending on its availability, and we'll continue the execution. And then the second catalog task in here is the deployment task which will be fired after successful completion of this one. Okay, so to customize the first task activity, that is the order fulfillment, we simply double click on the activity. Okay, and we got the form in front of us in depending You know what, exactly it is and We're going to make a few changes here. So, Laurie to order fulfillment, you can put in any name as you feel like, right?

And if you go down, which is the fulfillment group, you want to know which groups should be able to approve this request. So we're gonna put software group we just played around with these groups right. So, right there, okay. And we can put in the short description as steps to order the latitude. And in the instructions, you can put in like to order, tell, latitude first guru.com fire lattitude model number two card. And next, you can enter credit card info if you order and check it out and then simply wait for delivery.

Okay, that makes sense, right? Like a sequence of steps has been provided in here. And once we have made these changes, all we do is simply hit update. So if you remember we added David Lu to the software group before, right now we we, you know later we'll be impersonating as him to complete the order and verify its successful execution. So, next, before we do that, to obtain the second catalog item, you're gonna follow the same steps. We're going to double click on it In here, we are gonna name it as Dell Latitude.

Delivery. Okay, fulfillment group this time. You may have guessed it trike it's Project Management Group it is. and short description you can put in like deliver, tell latitude and instructions, deliver laptop to fly office manager, let's put in an extra information. Right. Once we have done that simply hit update and the workflow has been updated right.

So as you can imagine the changes that we have done so far is that we have changed. We have changed the both the catalog tasks, the activities for those and we've added the groups so that so From the software group can approve the request the order fulfillment can be taken take place. And in the second deployment, the delivery part which is taken care of by the project management group, right may not make sense because usually it's like the procurement group or something like that. But of course, just to test out the workflow and whatever has been asked, these steps are usually something the business process flow, which is something provided by the business folks, right, and it's a developer's job or an administrators job as per se to maintain that functionality based on those specified roles within ServiceNow instance. Okay, so, we are done with this, and it is a recommended practice to validate a workflow before saving it.

So if you see on the top right corner, we have this tick mark, we click on validate. And from info six, no warnings, nothing critical. Everything looks good. Right? You can see everything is green marked as well. Which means our workflow is like in terms of the any syntactical issues or any, any, you know, any errors, it doesn't have any.

So everything is good. Now, we can see that once we validated it, we publish it from the context menu itself. So we go to context menu, and we hit Publish. And you can see the checkout by me status, right? Now change to publish. Okay, so that means it's an available workflow now.

Now, next, we'll be attaching workflow to a service catalog item. So in this section, we'll associate Dell Latitude catalog item to the request to Dell Latitude, the workflow that we created. Right, so now First, let's close the workflow tab and get back to the main ServiceNow instance. Now we go to service catalog, catalog definitions and maintain items. here and we're gonna search for our Dell Latitude. Right there.

Okay? Let's even hit activate in case it's not. Okay. You're going to open that record. It's here now. And in the workflow field, we are gonna go to the workflow field.

So, as you may see there is no workflow field and you can imagine the ways to do it right So if you remember, we already went through this right the context menu and the Configure and everything. So we are going to go to this workflow field again. And then that was a good refresher. And then we choose the workflow that we just created, which is requester. latitude, the one that we just created. Okay, so with this catalog item we have, like associated this workflow that we created, which means anytime somebody tries to order this catalog item, that particular workflow needs to be followed.

Okay, once we have added the workflow, simply hit update. Awesome, that is done. Now we have to test the workflow execution. So in this section, we will request the Dell Latitude laptop by impersonating ourselves. So let's click on an impersonator icon and probably choose someone else Do I have able to do? properly?

Let's do that. So you can see that impersonating able to do is right in here. And in case you're looking feel of the ServiceNow instance is different from what is shown in here. That's okay. Because what I have is I have a UI 15 mode by default, right, and it's an older version will look so look alike. But there is a newer version, which is ui 16.

So I'm also going to provide alongside the video tutorial, note, a Word document, which with the steps to make it let's say default for every user, the default mode, the viewing mode as the UI 15 mode, right? So you can always use that it's very simple. You just have to follow a link and make just a quick change, which is kind of take probably less than 30 seconds. Right? So No, now we are impersonating as some other user, anybody. And we're gonna order Dell Latitude laptop.

So what we're going to do is we're going to go to service catalog model module within the Self Service application. And in here, we are going to search for our Dell Latitude. It's my job request. So helps, alright. And once I have it, I can customize it depending on my availability, or whatever my requirement is, right? I'm going to keep it as it is, but it won't make much of a difference.

And we're gonna, once we have chosen anything, right, the gray or black whatever and any other options, then we are simply going to hit order now. Okay. So, in a single click itself, you can see that the status has been the request has been submitted, and the order status actually went from the submission and now it's waiting for a department head approval. Right. So It's always a good practice to keep all like this request number handy because we might need it. So what we're going to do is copy this.

And let's save it in a notepad or just paste it in a notepad for now. Okay, I'm removing the extra spaces. And you have the request number saved for the new Dell Latin letter to laptop that we just clicked on. Okay? Also in clicking the description of Dell Latitude, order confirmation, right, we can get the RMT number as well. In here in the description, right.

So once you click here, you can see that you have the team number as well. You can save it it's again, a good practice, if not, I mean, totally a call. But it's like 10002, right, so you can probably memorize it as well. Okay, now, we have that and you got to save this number as well. Okay, so we've got the request number, we got the required RTM number as well. So to check the request, like whether it has been logged into the system or not, we're again going to go to self service.

But in here, okay, we are gonna take my requests, right, which is going to show the requests for the current user that we have like, who is currently looking into the system. And you can see that the requests 10002 is open. And he can open it and see that zero dollars because the price, that's what it was, and you have the item number as well in here. Okay, now, we have the request, we have everything all sorted. Now we are going to test the user approval. So in the workflow we had to approve activities, one from the department head and one from the CIO.

So for these activities, we are going to impersonate a system administrator Same as before, right? So you're going to follow pretty much the same steps, click on this human icon and stuff, go to a system administrator and hit OK. Okay, now, we're gonna go through service catalog, open records, requests, service catalog, open records requests. And in here, you can see that there is a new request from this table filter person, right? And we are going to open that. Now, on scrolling down again, we can see the requested item number as well, which is what we also went through in a few seconds like before, so we are going to click on this requested item, right and we're going to open the record for that particular item.

Right? Within the requested item form, which has been displayed, we're going to scroll down and access the approvals tab. So you see it is right here. So we have the person and like we are gonna, you know, have the approval, right, so we're gonna just click on this. And we have the, like the request, approve or deny whatever it needs to be done. And what we're going to do is we're going to simply approve this item.

Some additional information, the information regarding the user requesting the item, along with timestamp is shown in this activity level of the approval form. Right. So that's always something good to have. And it also provides the capability that you know, at what point of time an approved request was approved or rejected. All this stuff is logged within the ServiceNow instance as well. Now to verify The status of the request, you have an impersonator again, back to whoever the person who made the request.

And let's do that. And again, go back to my requests, right, open the request. Then simply scroll down and in here, you have the stages, right for the requested item. Like he will have to either click this one to expand it, but you can see that the department has been had has approved your item. Now, the next step involved would be to get the CIO approval. Right.

So we're going to follow pretty much the same steps, we're going to go back to being the system administrator, right. And we go to requests in the service catalog, open records, open the request, and they're going to open the Request Item number as well. Once we scroll down, we have the approvers tab. And you can see that recently, we had this This particular request. So what we're going to choose, we're simply going to approve this one as well, the Dell Latitude 54 ad. Okay, you're going to hit it update.

So now, the tutor has got this also approved, you can see the status says that the CIO has also approved it. Now, the step involved is to get this item approved for for the fulfillment purposes. Right. So fulfillment task can be executed by any user from the software group, because that's what we set up in default workflow, right? So for this, we are going to impersonate as David Lu right here. Okay.

That's because we added that particular user to the software group right in the beginning of the use case. So once done, we're gonna pretty much follow same steps, which is service catalog open records requests, we are going to open this particular request. Once we open the request, we are going to open the item number as well. Right, this is the item that we are requesting for. And again, you have, like you have to this time, choose the catalog tasks. So now, this is the task that needs to be approved or sort of like closed, because this is an approval true, but we're closing the task to move forward, right to move forward with the request of a tutor to order the tell attitude laptop.

So we're gonna open this task, and it's gonna show us the steps. And we're gonna go with the assumption that these steps are completed in order to order in order to like, order the laptop. So now we're gonna close this task. By clicking on the close Cast button right here, right and to verify the order, what the current status of the order is, we can always you know, know like updated first then you can see down here as well that it has been approved successfully by for the Oracle human has already been done right the ABLE TO can also see on his instance or on his under his login ID and the password. Now we'll be completing the deployment. So in this section we will execute the deployment of catalog item request.

As mentioned during the workflow creation itself, the deployment is handled by project management group. So to accomplish this task, we are gonna, you know, impersonate as Andrew Jackson. Let's search for him. Okay, and we're gonna hit OK again now Once this is done, we simply follow the same steps as before, which is going to be requests in here, open the request 1002 right and go down, open the item number as well, right and in here, you have the catalog task two, within the project management group, which is the SC task 01004. And in here, if you open it, you have the description right that we have to deliver to the employee or his manager. So suppose something has been done like either the manager has received it or we have sent it to employee and that's been successfully delivered.

So all we got to do is we got to close this task. And that is it just hit update. And if you go down the request, then it has been fulfilled. has been completed, everything has been done. Right. So to verify, you can impersonate back as the cable tutor, or whoever was the person to create the request.

And to go check the my requests module, I'm sure no requests will be visible on the displayed list. And also, to verify the functioning of workflow, right, all we got to do is we gotta go back to our workflow, live workflows and history. Right within like portfolios, we have history as well. And in here, you can, like, you know, just click or, you know, the field, the n times or something, and you'll see, like the most recent one, which was just finished a minute ago, right, the request their latitude. So this confirms that all the activities went through, you know, perfectly fine. It has been finished and completed successfully.

Okay, and that's it is currently in finished State service level agreements. A service level agreement is a record in SLA table, which is contract underscore SLA that defines the finite amount of time assigned to a task to reach a certain condition, access the table and define the type of SLA being evaluated. In case the contingency is not reached, the cast is marked as breached. This enables departments such as it service desk to track the performance of provided services and report success rates against SLA actions. A quick example would be to send out a notification to concern manager if the time taken to fulfill a catalog order reaches at 75% of mass time allotted to it. The major tasks involved in empowering SLA plugin includes first SLA definition, the table record that incorporates the contingencies to fire off the SLA.

Second task SLA is the Association of SLA s with specific tasks. For SLA workflow, the workflow that empowers actions or events defined in SLA definition for SLA automation, the periodic job or business rule automating SLA. SLA conditions and script include a script include and reference record that can assist in customizing the transfer among different SLA states. Types of SLA There are three types of SLA s supported within ServiceNow Although defined separately, each SLA has a common fundamental structure and provide pretty much similar functionality that is tracking things user intends to track. All SLA use gas SLA form to define themselves. And besides the difference in type field values behave pretty much the same way.

The gas gasoline which is tasked underscore SLA table stores each SLA associated with specific tasks, the overlay operational level agreement. This type defines the way different departments work in collaboration to provide the service level requirements written in SLA and the last the UCC underpinning contract This defines and tracks the guaranteed set by outside suppliers in business CPT provides the functionality of supplier management. Additional information, one caste can be associated with infinite number of SLA default SLA workflow. A default SLA workflow is provided by ServiceNow for us to use again and again and this is how it looks like. As shown in here. retroactive starfield in SLA form, we have a retroactive stock field, which upon activation works in conjunction with set to start field and assigns the start time same as field selected for incident table within set to start.

This allows the user to set an SLA to a specific start time, based on the date time field from separate table or event as shown in here in the finger SLA will have the same start time as the created date or time for a specific instance. Duration type or duration fields. Duration type field helps in selecting specified duration or relative duration or SLA. In most cases, users specified duration is selected. With user specified duration, the duration field is displayed which enables the system administrator to assign the number of days or hours for SLA. Example, if you select 24 hours in duration and save the form, it will show as one day.

However, if business days from nine to five and user types in 24 hours, the system will calculate three business days to get through timer for that SLA. other fields, schedule and timezone fields. A schedule defines the number of hours in a work day and number of days in a work week to be considered for SLI. timezone if available, defines the timezone to be used for the estimate, start, stop and pause conditions. Start conditions are used to set contingencies which when met triggers the SLA. to trigger SLA, the incident must be active and escalation and being closed state.

Stop condition defines the condition under which SLA will complete and state becomes closed. When boss conditions are matched, SLA stops increasing the elapsed time and positive example if the user is awaiting some information, the SLA will pause until the information is received to resolve the issue. Just to clarify, the clock will keep ticking but the time will not count towards the SLA Sample use case 4.4. In this exercise, we'll define SLA for Dell Latitude catalog requests. So for this, we're going to go to service level management. SLA.

And within the SLA, we have the SLA definitions, right? And we're going to create a new SLA definition. So we'll click New, then we're going to add details to the form displayed to us. Let's say name is gonna be item request. Okay, that's going to be type SLA, then which table do we want to work on? So we have SC underscore Request Item for the requested items, right?

And for the duration, let's put in like 12 days in two hours. So that means to this time, you know, the SLA would be active and for the schedule, because it's a Monday seem to be happy to put that up. So 85 weekdays, that's a common one. But again, you have other ones as well. If you want to exclude holidays right. Now, once we have that, you can see that we have a notification confirming that this SLA will breach on this particular date time.

Right? And then we go to start condition. And in start condition, we're gonna add some conditions. So first is going to be the actives true, right. And if you want to add more conditions in conjunction to this one, then definitely we can do that by separating them with a Boolean ad or a Boolean or operation. So we're going to put an ad like that means all these conditions must be met.

Right? So active is true. And let's say approval is approved. And item is the latitude which we just discussed. We're going to search here Okay, right here, right seamless track conditions, we are going to add a few like stock conditions as well. So in stock condition, we're simply going to put one that says the status closed, complete, actually, right here close complete.

So the SLA will be okay or will be active or would actually kick off trigger as long as the start conditions are met. And it won't stop until the status is changed to close complete. Right and if like within the timeframe, if it is not completed, then it will be marked as breached. Right. And just remember in case there are any other mandatory fields, you do have to fill them out before you submit it or save the SLA definition. Right.

And that is it in SLA definition lists the newly added record for the item request can be seen and you can check it out. Right was fairly simple. Reports ServiceNow reports include lists, charts, or time based views of data from particular tables. There are a variety of predefined reports specific to applications and capabilities, such as Incident Management and service catalog requests. Along with these predefined requests, users can create reports catering to their needs. These reports can be displayed on report homepage, or to specific URL that shall be sent out to email.

There are several parameters that can assist in analysis for ServiceNow user, such as how many incidents are closed by specific team in a month What was the average time it took to close an incident since it was open, etcetera, etcetera. Life Cycle for reports. The boarding process goes through various stages and phases. This includes planning for the report by detailing requirements from all major stakeholders, building the reports conscious or interactive dashboards within execution phase, and finally, sharing the created reports with relevant users evaluate reporting needs before delving into the reporting features of ServiceNow it is worth analyzing what the usage of intended report will be along with the target users for it. Examples include first like need to analyze trends of a system performance or second intervals at which reports will run for user analysis or third Using groups among which the report will be shared.

Report metrics report on a table such as incident or problem displays its current state of information. System tables are accessible to any reports such as system underscore, audit, Sis, underscore, email, system, log etc. A metric provides the effectiveness of ID service management process. A quick example could be to evaluate the efficiency of incident resolution process of a forum by calculating the average duration for resolution of incidents over a period of time. There are times when the mat metric can be easily obtained from the ServiceNow tables and visualized in the report, such as the number of change requests created in a single day etc. Other times, metrics need to be accumulated As data gets updated, for example, to analyze how much time each assignment group was assigned a particular incident, the report will need to gather information from each assignment group regarding the duration for which incident was assigned to it.

Note, the metric definition plugin is used to define metrics. Once defined, the data is gathered and metric occurrences are calculated and analyzed. Types of report there are several types of reports submitted in ServiceNow. These are classified into several categories, each of which include different types of reports. First time series, analysis of data over a period of time are shown by a time series. Foreign types of reports are supported by a line, column area, a spline, column and bar charts.

Column and bar charts are used to display data through rectangular bars, where length of bar corresponds to the value of data. The report types in this include bar horizontal bar Pareto histogram, dials. Diet charts provide real time and up to date count for an indicator. The reports incorporated in this category include speedometer and Dial Size and donut. pie and donut charts provide statistical plot for numerical proportions. These include by donor, semi donor etc.

Other report types include pivot table calendar, funnel, box, pyramid, control, trend, trend box and more. homepages service now homepage provides a dashboard of frequently accessed content in the form of reports. Users can customize homepage catering to their needs. various sources of data may be used to display the content of homepage and target links for the same can vary based on the user clicks. A user can click on a graph or chart to be redirected to the underlying cause or report. Or click on application module to be redirected to the underlying application.

Or click on catalog section to be redirected to the underlying catalog category. Gods and Gods is a refreshable widget which displays current information about the records that exist within ServiceNow tables. Once a section of the graph is graph is clicked, the records of lists corresponding to that piece of graph are shown example In the trigger here, on clicking the portion of all conflicted changes with state as implement the green portion of graph, the underlying table is displayed. Note, all reports can be gorgeous but all gouges are not necessarily reports. Under self service homepage and links home pages, and within the added self service homepage, the user can view and customize the homepage as per needs. The Add Content link provided on job dress user to a list of colleges gadgets, performance based crafts, content frames and applicable filters, which facilitate the homepage customization process and enables user to display useful information and critical changes.

Similarly, the news panel displays new knowledge base articles That may be of use to the user. View and filter reports. Reports page can be viewed at reports and under it the view or run location. Like other lists, we have the option to search for our required Report by providing keywords to locate it in search box. on entering the keyword, a drop down displaying reports and tables containing that key word are displayed alongside a user name or a report for easy accessibility as favorites by clicking the star icon next to it. Do undo the favorite icon.

Simply click on that again. New reports can be created by clicking Create a report icon on top right corner of the ListView. We'll discuss this in greater detail in the next section. But the current list view can also be configured to cater specific users By clicking the system here icon next to creating new report option, know that the role assigned to the currently logged in user data mines the configuration options available. To review existing reports select global options from the job to view or the variable reports within ServiceNow and look for relevant titles by searching for the keyword. A user may also filter on KPIs to get optimal results.

Creating new report. There are many types of reports that can be created within reports and creating new and providing the details to the display form. Users can also leverage an existing report and build on top of it if it minimizes the work and caters to the requirements. There are two techniques generally followed to create reports. First, from the The first step in the process is to create some filters and obtain the refined list of existing reports, which is available within like reports administration and the all module as you can see in the picture. From the filter list, click on the context menu of the column header as you can see here, for which report needs to be created, and select pie chart or bar chart.

Once graph has been created, the details for the graph can be configured from the data and the tie the Configure and style panel on the left. The created report can be saved and shared using the sharing button. To save the chart as an image, we click on the context menu visible on hovering over the user name and timestamp information over the graph and click Save as PNG or save as JPEG, which is Shown on the picture here on the map, key performance indicators KPI to reports a user can quantitatively analyze the effectiveness of achieving the company's key objectives. These KPIs are highly recommended as part of the IT infrastructure library optimal practices. These reports can be modified and saved within my reports. To search for KPI reports, simply use KPI in the report search box.

Next, the technique that we're going to talk about is editing an existing report. Using an existing report or space, and building a custom report to meet user needs is the best way of creating reports. Since the shell skeleton is ready, it becomes easier to make minor changes and avoid all the reward of studying from scratch, it also brings the user up to date with functionality of current reports, and provides the leveraged to use ideal recommended practices by using KPI reports. To accomplish this, simply click the Edit icon like as shown in here, this pencil icon next to the report list to record and make the necessary changes. running an existing report. To run a report, simply go to reports and within the reports application, the view slash run module and click on the report name to run it.

If the report needs to be frequently accessed by the user, the reports record can simply be dragged and dropped from content frame into the edge. options available within reports there are several options available within existing reports which are designed Within the report forms These include First Data data option provides the capability to choose the table from which data needs to be visualized for reporting. There may be hundreds of tables available to choose from. Most commonly used tables our incident problem, change request catalog task configuration item and approval. The system report approval type defines the type of report user intends to display. For example, in the figure here, the line chart has been shown.

Configure this option shows the details of data like sum count average that need to be incorporated into the report. The configure options change with each type of graph chosen in the preceding step. Report actions. Several report actions are supported in same drop down, such as updating the existing record, inserting a new record with upgraded details in report list, saving as data source where predefined data set is created to be used for report creation etc. Alongside the sharing option, which is which looks like this provides capabilities such as first is the share itself. This option provides the capability to set the accessibility for created report.

Possible options are like me, everyone, and users and groups. In case it is said to me, an exclusive copy of the report is saved which can be viewed under my Reports option within the reports application and under the View run module. Can you schedule this report to be sent out as an email to console users for their for yourself? That's what schedule is used for. Next add to dashboard. This option allows user to add this report to homepage dashboard, or in performance analytics, tap export to PDF, extract the data and save it in PDF format.

And last is publish publish option creates a public URL for this report. This way, users who intend to see the support will not need to log into ServiceNow instance. Scope of reports within reports application and under the views slash run module. We have a library of reports that are used and are leveraged by users to create custom reports. Most of these pre exists within ServiceNow instance while others Created by reporting administrators of the company. My imports include reports visible to the currently logged in user.

The group tab displays a list of reports visible to one or more specific users and all groups. Global tab displays report list visible to all users within ServiceNow and all displays all reports that is my report plus blue plus global reports. Additional information, there may be options to view heavy in bracket we call it like the max execution time. The unused which is like reports not been accessed for a while, and the most used reports as well. Output types a few report types that are readily available to be extracted by user have been discussed before. These are categorized according to the order charting capabilities.

Charts, report time. Include PNG, JPG and PDF formats, while non charged report types include list reports, pivot tables, Excel files, CSV, PDF or XML. Additional information, while PNG or JPG exporting, the data grid is not exported. To do so, extract the report as PDF. Publishing reports. To publish a report, simply click the sharing menu available next to save button and choose the Publish option.

The option to copy the URL for created or updated report gets visible in the header like as shown here. This one the Copy Link can then be pasted into any browser ServiceNow instance and login not required and report can View directly. Sharing reports reports can be shared across multiple users based on their group or role assignment. To share a published report, go to the sharing menu and select Share option to select the groups and users. Once done, separate tabs to select groups or users is shown like this. Search for the user or group using the look of field provided for each option.

Once all relevant users and groups are selected, hit OK. All members from the selected groups and users will see the corresponding report under the roof tab within the reports application, and under interview slash run module. Emailing reports once the user group with access rights to the report has been selected, a user can copy paste the report link of that report and send it across those users via email. If anything goes In the browser compatibility, the user may be able to select the title of report and copy paste it into the email. In case the report link is trying to be accessed by a member who is not a part of the user group selected, the link will direct the user to an error page. To access the email capability, simply go to sharing menu and select the scanning option within a sample use case 4.5. In this use case, we'll explore the reporting application within ServiceNow.

Review the differential reporting type options provided work with graphs and home pages and create a report from list. The first and foremost step is to access the reporting page, which is available within visual you reports and in here we have the abuse lateral module. We can see the different report scopes available to us. In here we will select the global options. So the global scope means all ServiceNow people can see these reports. Now in the search bar, let's enter the key word as incident.

Okay, and we get all the tables matching the incident keyword, and from the displayed report list, let's select all incidents by category. Right and we'll view this report. Okay, so the bar chart with number of incidents within each category is being displayed. Right now we change the type of chart from the pre existing bar type to say five chart. And for this, we're going to go to the type option in here on the left panel, and we're gonna change it to the pie chart. Let's take this one once we have selected it all good to do simply hit Run, and we see that the same information gets displayed in the form of a pie chart.

Right. Now let's change the type of graph to a non chart type report, such as a list. So for this will again go back to the type of option within the left panel. And in here we choose the list which is this one. You can see the list is being shown here as well. And again, we're gonna run the report and now Instead of any graph the list with all incidents divided into their categories is displayed.

You can check them out, right by expanding them. Next, we add a graph to the ITIL homepage. And for this, we initially access an existing report within the reports view run the global application module. Okay, and let's search for the keyword called KPI. And we're going to open KPI incidents assign more than once by category. Okay, so to add the displayed graph, we simply go to the sharing option.

This is the sharing option. And we're going to click here and we're going to choose Add to dashboard option. Now the form has been built displayed. And in here, we are going to select like within the dashboard, right? This is still working on. Okay, we don't want to add to a dashboard, but rather we want to add it to a homepage, the ITIL homepage.

So we're gonna click on the homepage here, and two we have that we have the ITIL homepage available in here, right, and we're gonna select where we want to put this graph to. So let's add it here, right in the second row first column placeholder. Okay, and we saw, we can see that you know, KPI incidents assigned more than once by category are available within the mitre homepage. Right. And we are automatically been redirected to the ITIL homepage as well. Now on the ITIL Page, a user may simply drag and drop the reports to change their order.

Right, you can, if you want to put it on the right hand side, you can do that if you want to put it back on the left, you can do that as well. It provides the interactive way for us to manage our homepage. Additional information within the report form, a user may switch to classic UI view, wherein the options and the sharing and save drop down gets concatenated along with additional capabilities, such as adding data to the chart from multiple data sets, cetera etc. Now in the last section, we'll create reports from a list. As discussed before, it is generally easier to leverage an existing chart of a filtered list to build reports will showcase this option where list will be taken from all incidents. Write the incident and within the all module and we'll apply the filters to the playlist as something like this.

Let's first go to incident and open all you have the filters. So we're going to open the filters, the Smart Filter option, and let's say active is true, as we put it always. And priority is, is one off, we're gonna have like a few 123 I just held the control button on my keyboard and selected multiple options. So anywhere where there's a priority of one, two or three, and we're going to add one more condition where we're going to say create it on and we can put it like last six months, so any incident which is still active With just among any of these three priorities and which has been created in the last six months will be shown in the list. Right. And we're going to run the filters by simply clicking the run here.

And we got to see all those incidents. Next, we create the pie chart by simply clicking the any of these options and clicking the pie chart let's take assigned to, right, so we're gonna take assigned to and in here, we're gonna choose pie chart, because it gives us a much better chance. Right now, we have a report displayed in front of us. Let's change a few more details for the displayed report under the data option within the this left frame, right let's put the report name as Open v one v two and V three incidents created within last six months, right? And in here like that, like everything seems okay because it's a table, the incident table that has been talked upon so let's let's go to the type option and instead of the pie chart, you can probably change it to a bar chart. Okay, and let's save the report.

Right? So for this we're gonna say okay, so you can see that the graph has been changed as for our requirements, like the name, you can see open v one v two v three incidents were in the last six months, and the bar chart is there as well. And now we're going to hit run. Okay, so to view the newly created report, anytime we go to reports, and in reports, we have the view run module, we're going to access it. And once we did that, we're going to search for p one key, like the P one key. Key word like we already just like the name that we gave was p one, p two and P three priority incidents within last six months.

So let's just search for p one. And you can see right there that this is a report that he just created. Right, and this report is available for users for usable anytime. And for frequent access. All you can do is simply drag it and drop it to the edge right here. And you can see a shortcut for the same has been created.

Right