Service Now Development Interview Questions & Answers

  1. Question 1. What Is Servicenow?

    Answer :

    ServiceNow is a cloud based ITSM tool.It provides a single system of record for IT services, operations, and business management by automating IT service applications and processes. All aspects of IT Services can potentially live in the ServiceNow ecosystem of modules, and thus, it gives us a complete view of services and resources. This allows for broad control of how to best allocate resources and design the process flow of those services

  2. Question 2. What Do You Mean By Term “application” In Service Now?

    Answer :

    Application is a group of modules which provides its related information.For example change application provides the information related to change process. It consist of modules like create change ticket,view change tickets etc.

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  4. Question 3. What Is Full Form Of Cmdb?

    Answer :

    Configuration Management Database

  5. Question 4. What Is Cmdb Baseline?

    Answer :

    CMDB baselines helps to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. Baseline is the snapshot of a CI.

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  7. Question 5. How To Enable Or Disable An Application?

    Answer :

    Navigate to “Application Menus” module under system definition application.Open the respective application that require to be enable or disable.Set active as true to enable it or set active to false to disable it.

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  9. Question 6. What Is A View?

    Answer :

    View defines the arrangement of fields on a form or a list. For one single form we can define multiple views according to the user preferences or requirement.

  10. Question 7. What Is Acl?

    Answer :

    An ACL is access control list that defines what data a user can access and how they can access it in service now.

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  12. Question 8. What Do You Mean By Impersonating A User? How It Is Useful?

    Answer :

    Impersonating a user means that you can log in to the system as that user and can have feel how the service­now UI is set for that user.This is very useful while testing.For example if you are required to test that a user can access change form or not.You can impersonate that user and can test instead of logging out from your session and logging again with that user credentials.

  13. Question 9. What Is A Record Producer?

    Answer :

    A record producer is a type of a catalog item that allows users to create taskbased records from the service catalog.For example you can create a change record or problem record using record producer. Record producers provides an alternative way to create records through service catalog

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  15. Question 10. What Is Dictionary Override?

    Answer :

    Dictionary Overrides provides the capability to override several properties of a field in extended table.For example change table is extended from task table.There is a field named status in task table and set as read­only.When we use this field in change form it will show be a read only.We can set this to non­read only by using the dictionary override.Similarly there are other properties that can be set for the fields in extended table.

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  17. Question 11. What Do You Mean By Coalesce?

    Answer :

    Coalesce is a property of a field that we use in transform map field mapping.When we set the coalesce as true for a field mapping it signifies that this field will work as unique key.If a field match is found with the coalesce field, then existing record will be updated with the imported information in target table else a new record will be inserted into the target table.

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  19. Question 12. What Is An Ui Policy?

    Answer :

    UI policies are alternative to client scripts.It can be used to set a field as mandatory, read only and visible on a form. You can also use UI policy for dynamically changing a field on a form.

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  21. Question 13. What Is A Data Policy?

    Answer :

    Data policy checks the mandatory and read­only of a field whenever a record is inserted or updated through a web­service or import set.For example: If a mandatory field in the incoming record (from import set or web­service) is empty then the data policy will not allow to insert that record into the table.

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  23. Question 14. What Is Difference Between Ui Policy And Data Policy?

    Answer :

    UI policy acts when a record is inserted or updated through a servicenow UI i.e servicenow forms while data policy acts whenever a record is inserted or updated into database through any means.

  24. Question 15. What Is A Client Script?

    Answer :

    Client script sits on the client side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit)()

  25. Question 16. How Can You Cancel A Form Submission Through Client Script?

    Answer :

    In the onSubmit function return false. function onSubmit() { return false; }

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  27. Question 17. What Is A Business Rule?

    Answer :

    Business rule is server side scripting that executes whenever a record is inserted, updated, deleted,displayed or queried.The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule ‘on display’, ‘on before’ or ‘on after’ of an action (insert,delete,update) is performed.

  28. Question 18. Can You Call A Business Rule Through A Client Script?

    Answer :

    Yes you can call a business rule through a client script by using glideajax

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  30. Question 19. What Is A Glide Record?

    Answer :

    Gliderecord is a java class that is used for database operations instead of writing SQL queries.

  31. Question 20. What Is Import Set?

    Answer :

    Import Sets is a tool used to import data from various data sources and, then using transform map, map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.

  32. Question 21. What Is Transform Map?

    Answer :

    A transform map transform the record imported into servicenow import set table to the target table. It also determines the relationships between fields displaying in an Import Set table and fields in target table

  33. Question 22. What Do You Mean By Foreign Record Insert?

    Answer :

    A foreign record insert occurs when an import makes a change to a table that is not the target table for that import. This happens when updating a reference field on a table.

  34. Question 23. What Does The Client Transaction Timings Plugin Does?

    Answer :

    The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.

  35. Question 24. Which Searching Technique Is Used To Search A Text Or Record In Servicenow?

    Answer :

    Zing is the text indexing and search engine that performs all text searches in ServiceNow.

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  37. Question 25. What Is Inactivity Monitor?

    Answer :

    An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

  38. Question 26. What Is Domain Separation?

    Answer :

    Domain separation is a way to separate data into (and optionally to separate administration by) logically­defined domains. For example A client XYZ have two business and they are using servicenow single instance for both business.They do not want that user’s from one business can see data of other business.Here we can configure domain separation to isolate the records from both business.

  39. Question 27. Ho You Can Remove Remember Me Check Box From Login Page?

    Answer :

    You can set the property – “glide.ui.forgetme” to true to remove the Remember me check box from login page.

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  41. Question 28. What Is Html Sanitizer?

    Answer :

    The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross­site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

  42. Question 29. What Is The Significance Of Cascade Variable Check Box In Order Guide ?

    Answer :

    Check box to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items.

  43. Question 30. What Are Gauges?

    Answer :

    A gauge can be based on a report and can be put on a homepage or a content page

  44. Question 31. What Do You Mean By Metrics In Servicenow?

    Answer :

    Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.

  45. Question 32. How May Types Of Search Is Available In Service Now?

    Answer :

    Use any of the following searches to find information in ServiceNow:

    • Lists: find records in a list;
    • Global text search: find records in multiple tables from a single search field.
    • Knowledge base: find knowledge articles.
    • Navigation filter: filter the items in the application navigator.
    • Search screens: use a formlike interface to search for records in a table.

    Administrators can create these custom modules.

  46. Question 33. What Is A Bsm Map?

    Answer :

    BSM Map is a Business Service Management map.It graphically displays the configuration items (CI) that support a business service and indicates the status of those configuration items.

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  48. Question 34. In Which Table Update Sets And Customization Are Stored?

    Answer :

    Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.

  49. Question 35. What Happens If A Default Update Set Is Marked As Complete?

    Answer :

    If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

  50. Question 36. Does Home Pages And Content Pages Are Added To The Update Sets?

    Answer :

    Homepages and content pages are not added to update sets by default. You must manually add pages to the current update set by unloading them.

  51. Question 37. What Is Reference Qualifier?

    Answer :

    Reference qualifiers is used to restrict the data that is selectable for a reference field.

  52. Question 38. What Is Performance Analytics In Servicenow?

    Answer :

    Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any key performance indicator (KPI) in the organization.

  53. Question 39. What Is The Difference Between Next() And _next() Method?

    Answer :

    next() method is responsible to move to the next record in GlideRecord. _next() provides the same functionality as next(), intended to be used in cases when we query the table having a column name as next.

  54. Question 40. How To Set The Invalid Queries Into Empty Result Sets?

    Answer :

    By default queries with invalid field names run but ignore the invalid condition. For more strict query control you can enable the glide.invalid_query.returns_no_rows property which will result in an empty result set for invalid queries.

  55. Question 41. How To Determine Whether Any Of The Field Value In A Record Have Changed?

    Answer :

    By using the method changes() you can determine that the field value has been changed for a record.

  56. Question 42. Which Object Is Used To Reference The Current Active Form In Client Script?

    Answer :

    g_form object is used to reference the current active form in client script

  57. Question 43. Which Object Is Used To Refer The Current Logged In User In Client Script?

    Answer :

    You can use the object g_user object to get the details of current active user.

  58. Question 44. State The Best Practices Of Client Scripts?

    Answer :

    Few of the best practices to use client Scripts :

    • Enclose Code in Functions.
    • Aviod DOM manipulation, use g_form object.
    • Avoid global client scripting, etc.
  59. Question 45. How Will You Hide/show A Field Using Client Script?

    Answer :

    You can use the g_form.setVisible(‘fieldname’, ‘value’); method to show/hide a field using client script.

  60. Question 46. What Is The Processing Order For Record Acl Rules?

    Answer :

    Record ACL rules are processed in the following order:

    • Match the object against field ACL rules.
    • Match the object against table ACL rules.
    • User must pass both field and table ACL rules in order to access a record object.
  61. Question 47. How To Change The Homepage Layout?

    Answer :

    Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.

  62. Question 48. How To Enable Automatic User Creation From Email?

    Answer :

    Set the property glide.pop3readerjob.create_caller to true in system properties.

  63. Question 49. How Servicenow Recognizes Inbound Emails?

    Answer :

    Via Watermark or In­Reply­To email header. If These are not present, ServiceNow recognizes email containing a prefix in the subject line.

  64. Question 50. How To Create An Inbound Email Action?

    Answer :

    Navigate to System Policy > Email > Inbound Actions and Click New.

  65. Question 51. How To Control The Script Conditions Of Access Control Rules Apply To A Table’s Reference Fields?

    Answer :

    You can Add glide.sys_reference_row_check to the System properties and set to true.

  66. Question 52. Name Few Types Of Reports That You Can Generate?

    Answer :

    Few of reports are:

    • List
    • Bar
    • Pivot
    • Pie
    • Calender
  67. Question 53. How To Activate The Reporting Engine?

    Answer :

    Make the glide.report.use_charting_v2 system property to true.

  68. Question 54. How To Create Your Own Report?

    Answer :

    Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run and then click New.

  69. Question 55. Which Role Is Required To Create And Access Baseline?

    Answer :

    ecmdb_admin role is required to create and access baselines.

  70. Question 56. How To Get The Row Count In A Glide Record?

    Answer :

    By using the getRowCount() function you can retrieve the number of rows.

  71. Question 57. What Is The Difference Between Deletemultiple() And Deleterecord()

    Answer :

    deleteMultiple() deletes multiple records according to the current “where” clause. Does not delete attachments, whereas deleteRecord() deletes single record.

  72. Question 58. How To Restrict Users To Upload An Attachment In Servicenow

    Answer :

    Following is the step wise step process:

    • Navigate to System Properties > Security.
    • In the Attachment limits and behavior section, locate the List of roles (comma-separated) that can create attachments: property (glide.attachment.role).
    • Enter one or more roles separated by commas.
    • Only roles listed in this property are able to upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms.
    • Click Save.
  73. Question 59. How To Disable Attachment On A Specific Servicenow Table?

    Answer :

    Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.

  74. Question 60. What Is The Significance Of Cascade Variable Checkbox In Order Guide?

    Answer :

    Check box to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items.