ServiceNow Fundamentals - User Interface and Navigation

Show/Hide filter icon

(looks like a funnel) - click to add, remove, or edit filter conditions and apply

By impersonating a user, the impersonator can...

-Access exactly what that impersonated user can access (applications, modules, data) -Test what different users can do in ServiceNow

Mobile Service Catalog contains the following elements:

-Current Catalog -Back Button -Search -Application Navigator Button -Shopping Cart

Components that make up a filter condition (for a list) include:

-Field -Operator -Value

Parts of a filter condition

-Field -Operator -Value

Your History Activities that are shown include:

-Forms and lists accessed -Catalog items -Homepages visited

Types of Interfaces in the Content Frame

-Homepage -List -Form -Dashboard -Knowledge Base -Service Catalog

Long press a favorite to edit the following properties (on the ServiceNow Classic Mobile App)

-Label -Text and icon color -Icon image

Types of Context Menus

-List Context Menu -Column Context Menu -Record Context Menu (right-click in a row's cell)

How to use the List Editor

-Locate a record with the field value to change -Double click in an empty area of the field -Enter the appropriate value(s) -Save the record by clicking the save icon (clicking the cancel icon or pressing the Escape key retains the original value)

ServiceNow Classic Mobile App allows you to...

-Respond quickly to requests, anywhere -Stay informed with real-time updates and information -Save favorite lists and records to the app home screen -Access the Service Catalog -Use Connect Chat to collaborate with others -Share your location

Base System Roles include:

-System Administrator -Specialized Administrator -Fulfiller -Approver -Requester

Lists include:

-Title Bar -List Filters/Breadcrumbs -Column Headings -Column Header Search -Field Values

roles can be assigned to

-a group (preferred method) -a single user

Which roles are recommended to create logins to effectively test the system?

-admin - to do work -itil - to test as a fulfiller -ess - to test as an end user

Favorites can be added by...

-clicking the star icon by a module -clicking the star icon by an application -Selecting Create Favorite from a list or form context menu -Drag a breadcrumb to the Favorites tab of the application navigator

Text value (field operator example)

-is -is not -contains -is one of -starts with -ends with

Numeric (field operator example)

-is -is not -greater than -less than -greater than or is -less than or is

Date (field operator)

-on -before -after -between -is more than -is less than

to impersonate a user...

-open the user menu -select Impersonate User -Select a user from the list or enter the user's name

Using the ServiceNow Agent (mobile), users can:

-update records -coordinate with co-workers -Receive push notifications -Track their location -work offline

Operator (filter condition)

A choice list based on the field type. For example, in the incident table, the greater than ______ does not apply to the Active field but it does apply to the Priority field.

Field (filter condition)

A choice list based on the table and user access rights. It includes fields on related tables by dot-walking.

Now Platform

A cloud based application Platform-as-a-service (aPaaS) that enables anyone to rapidly build, test, and deploy applications to automate work across the enterprise.

ServiceNow Agent

A mobile-first, fully native experience.

What does a list display?

A set of records from a table

Value (filter condition)

A text entry field or a choice list, depending on the field type. For example, in the incident table, the Active field offers a choice list with the ______s true, false, and empty, while the Short description field offers a text entry field.

List Editor

Allows a field value to be edited in a list without opening the record

Requester

Also known as Employee Self Service (ESS) users, these users do not have roles but can submit and manage their own requests, access public pages, etc.

The User Interface is divided into the areas...

Banner Frame, Application Navigator, Content Frame

community.servicenow.com

Brings together actual ServiceNow users to collaborate, share, and produce ideas, content, and even answers to questions

Column Context Menu

Click the icon in the desired column header to display actions related to that column, such as . creating quick reports, configuring the list, and exporting data.

List Context Menu

Click the icon next to the title of the list to access options related to viewing and filtering the entire list

Mobile Connect Chat

Communicate with coworkers while using the ServiceNow Classic Mobile App.

List View Column Headings

Displays column (table field) names and provides some list controls

List View Title Bar:

Displays the list title and, in some cases, the view name as well as search list values and a record count

ESM

Enterprise Service Management

True/False: The Requester has a role

False

True/False: A role cannot contain other roles.

False!

True/False: Lists cannot be customized

False!

True/False: All field types can be edited

False! Users can edit data in lists using various methods, but certain field types cannot be edited. Additionally, list editing is disabled for some tables.

True/False: List data is limited to one table

False! Lists display data captured in different tables, but their interface remains consistent with common features.

True/False: The impersonator role can be assigned to a user to allow impersonation of all other users for testing and visibility purposes.

False! the impersonator role can be assigned to anyone EXCEPT admins.

True/False: Filter operators stay the same regardless of field data type.

False. Filter operators will change depending on field data type.

Mobile Favorites

Favorites display as icons on the homepage and provide links to records in the system. Favorites automatically sync between the mobile UI and the desktop UI.

Components of Application Navigator

Filter Navigator, All applications tab, favorites tab, your history tab

Get Help (?) allows you to...

Get help, including product documentation and new features

The System Administrator (admin) role has almost all roles and access to all platform features, functions, and data with some exceptions such as...

HR and Security Operations

Breadcrumbs

How filter conditions applied to the list are summarized (shown in blue letters across the top of the list)

Mobile Lists

Lists appear as a single column of records on the mobile app UI display. Each row represents a separate record. Live list updates are not available on mobile devices when other users make changes. They automatically reload when a record change is made by the currently logged in user.

Ways users are authenticated in ServiceNow

Local database, Multifactor, LDAP, SAML 2.0, OAuth 2.0, and Digest Token

Banner Frame includes

Logo, User Menu, Global Search, Connect Chat, Help, and Personalize instance settings

Platform Interfaces

Now Platform User Interface, ServiceNow Agent, ServiceNow Classic Mobile App, Service Portal

List View List Filters/Breadcrumbs

Offers a quick form of filter navigation

The gear icon on the Banner Frame is the...

Personalize instance setting for the user interface (UI)

Types of Instances

Production, Sub-production (additional sub-production instances can be used for User Acceptance Testing, Review, Development, or Quality Insurance)

List View Column Header Search

Provides a search within a specific column

Record Context Menu

Right-click in a row's cell to see a menu with actions related to the values in that cell, such as filtering options, assigning tags, and more.

List View Field Values:

Right-click on a field value to access additional actions

How do you create a new filter?

Select Filters from the list context menu.

docs.servicenow.com

ServiceNow's official product documentation. Content is produced by ServiceNow

Groups

Share a common purpose such as users approving change requests or users receiving e-mail notifications (examples include: Service Desk, Knowledge Base Authors, HR Administration)

Admins can view favorites set by any user by navigating to...

System Definition > Bookmarks

System Administrator Role

The admin role provides access to all platform features, applications, functions, and data

What are the most common ways to interact with data?

Through Lists and Forms

Trule/False: A User can have more than one role

True

True/False: All users can apply, create, modify, and save filters.

True!

True/False: Context Menus can be accessed by right clicking the list menu icon or by right-clicking the list header and column headers respectively

True!

True/False: Fulfiller/Process users have access to one or more roles, including the itil and approver_user roles

True!

True/False: Impersonations are logged in the System Log

True!

True/False: You cannot delete roles that are assigned to the group from a user record.

True! You must remove the user from the ground record.

Content types that are NOT tracked in the history include:

UI pages and other non-standard interfaces

Users can...

Update records, Import Data, Request items, Implement Flows, Approve knowledge content, run reports, develop applications

Specialized Administrator Role

Users with specialized administrator roles may manage specific functions or applications including: -Assignment Rules -Knowledge Base -Human Resources -Reports -Web Services

Fulfiller Role

Users with the fulfiller (itil) role may fulfil ITIL activities associated with the ITIL workflow, including incident and change management

Save

What to click to save a filter.

Run

What to select to see the results of your filter, displayed in the list.

Role

a collection of permissions used to: -grant access to applications and other parts of the platform -assign security rights

What happens after you click Save for a filter?

a new field will appear where you can name your filter.

Filter

a set of conditions applied to a table list to isolate a subset of the data.

Click the User Menu to...

access profile information and other options

Knowing that a role may contain other roles, by assigning a role to a group, all of the users in the group will...

automatically inherit of of the roles within that role

Connect Chat allows you to...

communicate with other users in real-time

Click the Collapsed view in the Favorites tab to...

display favorites as icons

<table name>.form

displays a blank form for creating a new record in the table.

<table name>.list

displays a list of records in the table

A List

displays a set of records from a table within the content frame of ServiceNow

Favorites can be reordered, edited, or removed from the Favorites tab by clicking on the...

edit (pencil) icon (in the Favorites Tab)

Application Navigator

list of available applications and their corresponding modules

The Filter Navigator allows you to...

navigate applications, modules, or directly to a table

Context Menus

provide different levels of controls for a given list view

Your History (in the Application Navigator)

represented by a clock icon, is a scrolling view of recent activities.

The Favorites Tab

represented by a star icon, displays items you have added as favorites.

When you click the logo it...

returns you to the homepage

Use Global Search to...

search for information across applications and records (quickest way to locate an individual record)

The role that the System Administrator (admin) can impersonate through elevate privileges is

security_admin

User table

sys_user

Group table

sys_user_group

name of Role table

sys_user_role

Approver Role

the approver_user role can perform all requester actions and allow users to view or modify approval records directed to them