ServiceNow Requirements and Solutions Documentation

Introduction

This documentation presents 30 requirements and solutions that I have already published. It differs only in the way the information is presented. Each requirement with a script is illustrated with a diagram that you can visualize to better understand the code.

A page is divided into three vertical sections:

Script: Contains the code.
Commentary: Provides explanations for each line of the script.
Diagram: Visualizes the code's execution flow.

Topics covered in this documentation are for ServiceNow beginners. You will learn the following:

Client Scripts
UI Macros
Notifications
Events
Business Rules
Scheduled Scripts
UI Actions
UI Policies
Integration

For more information about the requirement, read the table of contents and consult the "How to Read This Documentation" page.

When the Caller is VIP set the incident urgency to High and alert a message
ServiceNow to ServiceNow Integration
If the current incident is a child incident, add an info message with a clickable parent incident number.
If the incident short description starts with the string 'Database', set database as category
onclick of a checkbox, open the list of active users in a new window
Remove any attached files that are more than 15kb in incident and service catalog request tables
Show an error message if the incident priority is critical
For every hour automatically assign analytics_admin role for users who don't have analytics_admin or analytics_viewer role.
In a problem record, hide Notes section when problem state is equal to '102'.
Calculate elapsed time from the Incident record creation and add the result to duration type field
Extract IP address from the short description and assign the value to another field called Caller IP.
Copy the entire journal from Change Request to a RITM when REQ Task is updated.
Create a child incident from the Incident Form
Update the incident priority to critical with an UI Action
Create a Knowledge Base article using an UI macro
Update the incident priority to critical with an UI Action and save the record ( client and server side script)
If a user in his profile has position equal to non-agent, the user has ITIL role, remove ITIL role for the user.
Create 2 problem task linked to one problem
Group incidents by assigned_to and list only grouped records where the assigned_to have more than two records
Group incidents by assigned_to and list only grouped records where the assigned_to have more than two records
If a user in his profile has position equal to agent, add ITIL role to the user.
Send a notification to the assigned to of an incident, whenever a custom date field is superior than the current date time.
In the Incident form make the contact type field editable only for Assignment group members.
Add 30 seconds to the current date/time and set this value to a custom date time field from an UI Action.
Restrict Submission of an incident form when the description field is empty and the state field value is 2 or 3.
Open an empty incident form from a problem record
Hide an icon of the incident form.
Abort the submission of an incident in resolved state if the related change record is not complete.
When the CI changes in the incident, update subsequently the description with asset tag, and company name
In the story form, if the state is in progress and acceptance criteria is not empty, make acceptance read only

How to Read This Documentation

This section explains the structure and conventions used throughout this documentation.

// Example Javascript code
const colors = ['red', 'green', 'blue', 'yellow', 'pink', 'purple']; // 1.1
const body = document.querySelector('body');  // 1.2
body.style.backgroundColor = 'violet'; // 1.3
const button = document.querySelector('button'); //1.4
button.addEventListener('click', changeBackground); //1.5

function changeBackground(){
  const colorIndex= parseInt(Math.random()*colors.length); //1.7
  body.style.backgroundColor = colors[colorIndex]; //1.8
}

Code Section (Left):

This section contains the JavaScript code. The example above demonstrates changing the background color of a webpage on a button click.
Numbers like 1.1, 1.2, 1.3... are step numbers, not line numbers. They indicate the sequence of operations.

Commentary Section (Middle):

This section provides detailed explanations for each step in the code.
- 1.1 We begin by creating colors Array which contains the following colors: red, green, blue, yellow, pink and purple. This array to pick any color assign it to the body background
- 1.2 Then create a body object, for that use dom api and its method such querySelector(),
- 1.3 At step 1.3 assign violet as a initial body background color, note we use style.background property.
- 1.4. create button object, the same way we have created the body object, use dom api and querySelector method in order to create it.
- 1.5 use addEventListener method to listen to the click event and call a changeBackground callback function on a click.
- Callback Function:
- 1.7 use parseInt method to round the random colors index number, the highest possible value is 5. as the length of the array is 5
- 1.8 use the colorsindex as an index for the colors Array and assign array value to the background colors, the background color is determined based on the the random number generated and will change based on the user click.

Diagram Section (Right):

This section contains a diagram visualizing the code's execution flow. Refer to the step numbers to understand the behavior shown in the diagram.
The diagram uses visual cues, that is the color green and black.

Key Conventions:

Step Numbers: Numbers like 1.1, 1.2 refer to steps, not lines of code.
Green Arrows: Indicate the direction of code execution (e.g., assigning a value to a variable).
Thin Black Lines: Show how an element is reused multiple times in the code.
Italicized Text: Represents properties of a class.
Black Boxes: Enclose APIs.
Exceptions: Some requirements (like ServiceNow-to-ServiceNow integration) may not have scripts.

Requirement 1: VIP Caller Handling

Goal: When the Caller is a VIP, set the incident urgency to High and display an alert message.

Client Script (onChange - Caller Field):

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var user = g_form.getReference('caller_id', vipFunction); // 2.3

    function vipFunction(user) { // 2.4 Callback Function
        if (user.vip == 'true') { // 2.5 Check if user is VIP
            g_form.setValue('urgency', 1); // 2.6 Set urgency to 1 (High)
            g_form.addInfoMessage('the caller of this incident is vip, set the priority to High.'); // 2.7 Display info message
        }
    }
}

Commentary:

2.3: g_form.getReference('caller_id', vipFunction);
- Uses the GlideForm API's getReference method to retrieve the caller's user record asynchronously.
- caller_id is the field name.
- vipFunction is the callback function that will be executed when the user record is retrieved.
2.4: function vipFunction(user) { ... }
- The callback function receives the user object (a GlideRecord of the sys_user table) as input.
2.5: if (user.vip == 'true') { ... }
- Checks if the vip field of the user record is true. Note: ServiceNow often stores boolean values as strings.
2.6: g_form.setValue('urgency', 1);
- Sets the urgency field on the incident form to 1 (which typically represents "High").
2.7: g_form.addInfoMessage(...);
- Displays an informational message to the user.

Diagram: The diagram visually represents the flow: onChange triggers, gets the user record, the callback function checks user.vip, and if true, sets the urgency and displays the message.

Requirement 2: ServiceNow to ServiceNow Integration

Even though there is a data replication application in ServiceNow dedicated to integration in between ServiceNow instances, here is another way to integrate two ServiceNow instances.

There isn't only one particular grant flow to perform integration in ServiceNow, in this exercise, we will see how we can use OAuth Code Grant flow to do the integration.

Procedure:

The explanation below explains how to integrate ServiceNow instance A and Instance B, instance A will have the following url: https://instance_a_name/ and B https://instance_b_name/

Section A represents ServiceNow OAuth Provider Application, that's the application which will provide access to ServiceNow API'S, once you have configured the OAuth Provider, you will get the credentials which will be further used in the grant flow for communication. Look at step 1, to see how it is being used, an authorization request is sent from Instance A to B with the credentials. "Client id and Client Secret"

Begin first by creating, ServiceNow OAuth Provider, in Instance B navigate to OAuth, under Application registry and create OAuth API for external clients and note down the Client ID and Client Secret, Also insert the redirect URL: https://instance_a_name/oauth_redirect_do

The redirect URL is used in order to send a Code from Instance B to A, see step 2 and 3, a user approves instance A to access instance B, after credentials verification, instance B sends a code to the redirection url.

Section C, Navigate to outbound REST message and create A REST message. To know about what is REST, see the previous page. REST has several methods, like GET, PUT, POST and DELETE, this is not be confused with the profile scopes, for example you can send a request to GET user profile information but you may require read profile info scope to actually receive profile information.

In this exercise, we will use the following endpoint or URL for the REST Message Endpoint:

https://instance_b_name/api/now/table/incident

when you create the REST Message, it will automatically create the default GET method (section C.1) with the same endpoint. Link the Rest method the OAuth Profile. rename the GET method to Get Incidents Info for more clarity. (section C.2) click on Get OAuth Token link to execute the Auth 2.0 Grant flow, ServiceNow doesn't show you anywhere in their app the grant flow as described in the diagram here, you can take a screenshot of the browser when the user in step 2, to see the code in the url. A positive green message will be shown once you have the token, Test your integration by calling the method Section C.1 to get JSON response of a list of incidents. Token have an expiration date, some scripting knowledge is often required to extend the token life.

Section B represents ServiceNow OAuth 2.0 Application, and here you provide the credentials provided OAuth Provider App from instance B, also the authorization URL and token URL.

https://instance_b_name/oauth_auth.do for Authorization URL. https://instance_b_name/oauth_token.do for Token URL.

Authorization URL is used to send authorize request in step 1 and Token URL is used to exchange a code for a token, step 4. In instance A Navigate to OAuth and under the application registry and create an OAuth Application (click on Connect to theThird party OAuth Provider), by default when you create an OAuth 2.0 client application, it will also create a OAuth entity profile section B.1 Which contains the application profile information and as well the oauth profile scopes (Section B.2)

Scopes tells you what kind of operation you can do with the provider application, for example create, read records, in this exercise there will be no scopes added but if you integrate ServiceNow with a third party application such as Salesforce or LinkedIn, details of scopes will be provided by the service provider.

Requirement 3: Displaying Parent Incident

Goal: If the current incident is a child incident, display an info message with a clickable link to the parent incident.

Client Script (onLoad):

function onLoad() {
    var parent = g_form.getReference('parent_incident', parentFunc); // 3.1

    function parentFunc(parent) { // 3.2 Callback function
        var p = g_form.getValue('parent_incident'); // 3.3 Get parent incident number
        if (p != "") { // 3.4 Check if parent incident exists
            g_form.addInfoMessage('This is a child incident of ' + '<a href=\'https://dev64478.service-now.com/nav_to.do?uri=incident.do?sys_id=' + parent.sys_id + '\' target="_blank">' + parent.number + '</a>'); // 3.5
        }
    }
}

Commentary:

3.1: g_form.getReference('parent_incident', parentFunc);
- Gets the parent incident record (if it exists) using getReference.
- parentFunc is the callback.
3.2: The parentFunc callback receives the parent GlideRecord as input.
3.3: var p = g_form.getValue('parent_incident'); Gets the value of the parent_incident field (which is the sys_id of the parent, not the record itself). This line isn't strictly necessary given the use of getReference.
3.4: if (p != "") { ... } Checks if a parent incident is linked.
3.5: g_form.addInfoMessage(...); Constructs an HTML link to the parent incident using the parent.sys_id and parent.number (from the GlideRecord retrieved by getReference).

Diagram: The diagram shows the onLoad function, the getReference call, the callback function, and the construction of the info message. It correctly illustrates the flow of retrieving the record, not just the sys_id.

Requirement 4: Setting Category Based on Short Description

Goal: If the incident short description starts with "Database", set the category to "database".

Client Script (onChange - Short Description Field):

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var short_desc = g_form.getValue('short_description'); // 2.3
    var position = short_desc.search('Database'); // 2.4

    if (position == 0) { // 2.5
        g_form.setValue('category', 'database'); // 2.6
    }
}

Commentary:

2.3: var short_desc = g_form.getValue('short_description'); Gets the value of the short_description field.
2.4: var position = short_desc.search('Database'); Uses the JavaScript search() method (which is case-sensitive) to find the starting position of "Database". If not found, search() returns -1.
2.5: if (position == 0) { ... } Checks if "Database" is at the beginning of the string (position 0).
2.6: g_form.setValue('category', 'database'); Sets the category field.

Diagram: The diagram shows the onChange function, getting the short_description, using search(), and setting the category if the condition is met.

Requirement 5: Opening Active Users List

Goal: On clicking a checkbox, open the list of active users in a new window.

Client Script (onChange - Checkbox Field):

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    if (newValue.toString() == 'true') { // 2.2 Check if checkbox is checked
        var url = "sys_user_list.do?sysparm_query=active=true"; // 2.3 URL for active users
        g_navigation.open(url, "_blank"); // 2.4 Open in new window
    }
}

Commentary:

2.2: if (newValue.toString() == 'true') { ... } Since checkboxes often return boolean values as strings in ServiceNow, this converts newValue to a string and compares it to "true".
2.3: var url = ...; Constructs the URL to the sys_user list, filtered by active=true.
2.4: g_navigation.open(url, "_blank"); Opens the URL in a new window/tab.

Diagram: The diagram shows the onChange function, the check for the checkbox value, the URL construction, and the use of g_navigation.open().

Requirement 6: Removing Large Attachments

Goal: Remove any attached files larger than 15KB from incident and service catalog request tables.

Business Rule (After - Insert/Update - sys_attachment table):

var grsys = new GlideRecord("sys_attachment"); // 3.1
grsys.addQuery("table_name", "IN", "incident,sc_request"); // 3.2
grsys.query(); // 3.3

while (grsys.next()) { // 3.4
    if (parseInt(grsys.size_bytes) > 15000) { // 3.4 (continued) Check size
        grsys.deleteRecord(); // 3.5 Delete the record
    }
}

Commentary:

3.1: var grsys = new GlideRecord("sys_attachment"); Creates a GlideRecord object for the sys_attachment table.
3.2: grsys.addQuery("table_name", "IN", "incident,sc_request"); Filters the attachments to those related to incident or sc_request records.
3.3: grsys.query(); Executes the query.
3.4: while (grsys.next()) { ... } Iterates through the found attachment records. The if statement inside the loop checks the size: parseInt(grsys.size_bytes) > 15000
3.5: grsys.deleteRecord(); Deletes the attachment record if it's larger than 15KB.

Diagram: The diagram shows creating the GlideRecord, adding the query, querying the table, the while loop, the size check, and the deleteRecord() call.

Requirement 7: Error Message for Critical Priority

Goal: Show an error message if the incident priority is critical.

Client Script (onLoad):

function onLoad() {
    var priorityValue = g_form.getValue('priority'); // 3.1

    if (priorityValue == '1') { // 3.2
        g_form.addErrorMessage('this incident priority is critical'); // 3.3
    }
}

Commentary:

3.1: var priorityValue = g_form.getValue('priority'); Gets the value of the priority field.
3.2: if (priorityValue == '1') { ... } Checks if the priority is '1' (which usually represents "Critical").
3.3: g_form.addErrorMessage(...); Displays the error message.

Diagram: The diagram shows the onLoad, getting the priority, checking the value, and displaying the error message.

Requirement 8: Assigning Analytics Admin Role

Goal: Every hour, automatically assign the analytics_admin role to users who don't have the analytics_admin or analytics_viewer role.

Scheduled Script Execution:

giveRole();

function giveRole() {
    try {
        var gruser = new GlideRecord("sys_user"); // 3.3
        gruser.query(); // 3.4

        while (gruser.next()) { // 3.5
            var grurole = new GlideRecord("sys_user_has_role"); // 3.6
            grurole.addQuery("user", gruser.sys_id); // 3.7
            grurole.addQuery("role.name", "IN", "analytics_admin,analytics_viewer"); // 3.7
            grurole.setLimit(1); // 3.7
            grurole.query(); // 3.8

            if (!grurole.next()) { // 3.9
                grurole.initialize(); // 3.10
                grurole.user = gruser.sys_id; // 3.11
                grurole.setValue("role", "analytics_admin"); // 3.12
                grurole.insert(); // 3.13
            }
        }
    } catch (ex) {
        gs.info(ex);
    }
}

Commentary:

3.3: var gruser = new GlideRecord("sys_user"); Creates a GlideRecord for the sys_user table.
3.4: gruser.query(); Queries all users.
3.5: while (gruser.next()) { ... } Iterates through each user.
3.6: var grurole = new GlideRecord("sys_user_has_role"); Creates a GlideRecord for the sys_user_has_role table (which links users and roles).
3.7: The addQuery and setLimit(1) calls are crucial. They check if the current user already has either the analytics_admin or the analytics_viewer role. setLimit(1) makes the query more efficient.
3.8: Executes the query against sys_user_has_role.
3.9: if (!grurole.next()) { ... } If grurole.next() returns false, it means the user does not have either of the specified roles.
3.10 - 3.13: If the user doesn't have the roles, a new sys_user_has_role record is created and inserted, assigning the analytics_admin role to the user.
try...catch This will help catch run time errors.

Diagram: The diagram shows the two GlideRecord objects, the queries, the while loop, the role check, and the insertion of the new role record.

Requirement 9: Hiding Notes Section

Goal: In a problem record, hide the Notes section when the problem state is equal to '102'.

Client Script (onChange - State Field):

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading) { // 3.1
        if (g_form.getValue('state') == '102') { // 3.2
            g_form.setSectionDisplay('notes', false); // 3.3 Hide on load
        }
        return;
    }

    if (newValue == "102") { // 3.4
        g_form.setSectionDisplay('notes', false); // 3.5 Hide on change
    } else {
		g_form.setSectionDisplay('notes', true); // 3.6 Show on change
	}
}

Commentary:

3.1 & 3.2 & 3.3: While the form is loading, this checks the state and hides the notes section if the state is '102'.
3.4 & 3.5 & 3.6: When the state field changes, this checks the newValue and hides/shows the notes section accordingly. setSectionDisplay('notes', false) hides the section; setSectionDisplay('notes', true) shows it.

Diagram: The diagram clearly differentiates between the "on load" and "on change" scenarios, showing the hiding and showing of the notes section.

Requirement 10: Calculating Elapsed Time

Goal: Calculate the elapsed time from incident creation and add the result to a duration field.

Business Rule (Display):

(function executeRule(current, previous /*null when async*/) {
    var start = new GlideDateTime(current.sys_created_on); // 2.1
    var stop = new GlideDateTime(); // 2.2
    var duration = GlideDateTime.subtract(start, stop); // 2.3
    current.u_duration = duration; // 2.4
})(current, previous);

Commentary:

2.1: var start = new GlideDateTime(current.sys_created_on); Creates a GlideDateTime object from the incident's creation time.
2.2: var stop = new GlideDateTime(); Creates a GlideDateTime object representing the current time.
2.3: var duration = GlideDateTime.subtract(start, stop); Calculates the difference between the two times, resulting in a GlideDuration object.
2.4: current.u_duration = duration; Assigns the GlideDuration to the u_duration field (which must be of type "Duration").

Diagram: The diagram shows creating the GlideDateTime objects, the subtract operation, and the assignment to the u_duration field.

Requirement 11: Extracting IP Address

Goal: Extract an IP address from the short description and assign the value to another field called Caller IP.

Business Rule (Before - Insert/Update):

var r = /\b\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}\b/;  // 2.1  Regular Expression
var a = current.getValue('short_description');   // 2.2 Get short description
var t = a.match(r);                           // 2.3 Match the regex
current.setValue('ip_address_field', t[0]);   // 2.4  Set the IP address field

Commentary:

2.1 var r = /\b\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}\b/; This defines a regular expression to match a standard IPv4 address. * \b: Word boundary (ensures it's not part of a larger number). * \d{1,3}: One to three digits. * \.: A literal dot (escaped with a backslash).
2.2 var a = current.getValue('short_description'); Gets the value of the short_description field.
2.3 var t = a.match(r); Uses the JavaScript match() method to find the IP address in the short description. If a match is found, t will be an array; otherwise, it will be null.
2.4 current.setValue('ip_address_field', t[0]); If a match was found (t is not null), this sets the ip_address_field to the first matched element (t[0]), which will be the IP address.

Requirement 12: Copying Journal from Change Request to RITM

Goal: Copy the entire journal (work notes) from a Change Request to a related RITM when the REQ Task is updated.

Business Rule (After - Update - REQ Task table):

(function executeRule(current, previous /*null when async*/) {

    var grcr = new GlideRecord('change_request'); // 3.1
    grcr.addQuery('sys_id', current.parent); // 3.2
    grcr.query(); // 3.3

    if (grcr.next()) { // 3.4
        var notes = grcr.work_notes.getJournalEntry(-1); // 3.5
        var grsc = new GlideRecord('sc_req_item'); // 3.6
        grsc.addQuery('request', current.sys_id); // 3.7
        grsc.query(); // 3.8
        if (grsc.next()) { //3.9
            grsc.work_notes = notes; // 3.10
            grsc.update(); // 3.11
        }

    }

})(current, previous);

Commentary:

3.1: Create GlideRecord for change_request table.
3.2: Finds change request using current.parent (the change request field in REQ Task table)
3.3: Query the change request.
3.4: Verify if change request exists
3.5: var notes = grcr.work_notes.getJournalEntry(-1); Gets all work notes from the Change Request using getJournalEntry(-1).
3.6: Create GlideRecord for sc_req_item table.
3.7: Finds requested item using current.sys_id (the request field in sc_req_item table)
3.8: Query the sc_req_item.
3.9: Verify if sc_req_item exists
3.10: grsc.work_notes = notes; Copies the work notes to the RITM.
3.11: grsc.update(); Updates the RITM record.

Requirement 13: Creating a Child Incident

Goal: Create a child incident from the Incident Form.

UI Action (Form Button):

//UI Action Script
var grinc = new GlideRecord('incident'); // 2.1
grinc.short_description = current.short_description; // 2.2
grinc.caller_id = current.caller_id; // 2.3
grinc.parent_incident = current.sys_id; // 2.4
grinc.work_notes = 'this incident is copied from' + current.number; // 2.5
grinc.initialize(); // 2.6
grinc.insert(); // 2.7
action.setRedirectURL(grinc);

Commentary:

2.1: var grinc = new GlideRecord('incident'); Creates a new GlideRecord object for the incident table.
2.2 - 2.5: Copies values from the current incident to the new child incident:
- short_description
- caller_id
- parent_incident (sets the parent relationship)
- work_notes (adds a note indicating the source)
2.6: grinc.initialize(); Initializes the new incident record (sets default values).
2.7: grinc.insert(); Inserts the new child incident record.
action.setRedirectURL(grinc); Redirects the user to the newly created child incident.

Requirement 14: Updating Incident Priority to Critical (UI Action)

Goal: Update the incident priority to critical with a UI Action.

UI Action (Form Button, Client-side):

function setPriority() {
    g_form.setValue('urgency', 1); // 3.1
    g_form.setValue('impact', 1); // 3.2
}

Commentary:

3.1: g_form.setValue('urgency', 1); Set the Urgency value to 1
3.2: g_form.setValue('impact', 1); Set the Impact value to 1

Requirement 15: Creating a Knowledge Base Article

Goal: Create a Knowledge Base article using a UI macro.

UI Macro (create_kb):

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
    <button id="button" onclick="kbCreate();">Post Knowledge</button> <!-- 1.2 -->

    <script>
        function kbCreate() { // 1.3
            var grkb = new GlideRecord('kb_knowledge'); // 1.4
            grkb.initialize(); // 1.5
            grkb.short_description = g_form.getValue('incident.short_description'); // 1.6
            grkb.text = g_form.getValue('incident.description'); // 1.7
            grkb.insert(); // 1.8
        }
    </script>
</j:jelly>

Commentary:

1.1 (Implied): The XML and Jelly tags are standard for UI macros.
1.2: Creates an HTML button that calls the kbCreate() JavaScript function when clicked.
1.3: The kbCreate() function is defined within a <script> tag.
1.4: var grkb = new GlideRecord('kb_knowledge'); Creates a GlideRecord for the kb_knowledge table.
1.5: grkb.initialize(); Initializes the new KB article record.
1.6: Gets the short description from the incident (using incident.short_description in the

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ServiceNow Requirements and Solutions Documentation

Introduction

Table of Contents

How to Read This Documentation

Requirement 1: VIP Caller Handling

Requirement 2: ServiceNow to ServiceNow Integration

Requirement 3: Displaying Parent Incident

Requirement 4: Setting Category Based on Short Description

Requirement 5: Opening Active Users List

Requirement 6: Removing Large Attachments

Requirement 7: Error Message for Critical Priority

Requirement 8: Assigning Analytics Admin Role

Requirement 9: Hiding Notes Section

Requirement 10: Calculating Elapsed Time

Requirement 11: Extracting IP Address

Requirement 12: Copying Journal from Change Request to RITM

Requirement 13: Creating a Child Incident

Requirement 14: Updating Incident Priority to Critical (UI Action)

Requirement 15: Creating a Knowledge Base Article

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