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Overview

Customer Support

Introduction to Searching
Global Text Search Searching the Knowledge Base Knowledge Management with KCS Search Text Index Attachments Enabling Attachment Indexing Enabling Text Search in Record Lists Searching Mobile Lists

Employee Self-Service
Email Controls Using Subscription Based Notifications Using the Service Catalog Using Timelines Homepages Customizing Homepages Creating New Homepages Help the Help Desk Help the Help Desk Login Script Testing your Connection Speed Upgrade Controls Service Delegation

Introduction to Knowledge Base
Adding Content to the Knowledge Base Searching the Knowledge Base Text Index Attachments Linking to an Attachment from an Article Knowledge Management with KCS Plugin

Introduction to Reports
Creating Reports Report Display Grids Chart Colors Report Types Pie Charts Bar Charts Lists Pivot Tables Box Charts Calendars Control Charts Histograms Line Charts Pareto Charts Trend Charts Trendbox Charts Custom Charts Plugin Custom Chart Definitions Custom Chart Data Generation Custom Chart Rendering Metric Definition Plugin Database Views Plugin Sending Reports as Zipped Attachments

ITIL Implementation

Incident Management

Logging
Categorizing
- Defining an Assignment Rule for Incidents
Diagnosis
Resolution
- Promoting Incidents
- Best Practice Resolution Workflow Plugin
Closure
Continual Service Improvements
- Reporting on Incidents

Problem Management
Logging Creating a Template Creating a Record Producer Defining an Inbound Email Action Defining an Assignment Rule Investigating Defining a Workflow Gathering Problem Data Resolving Requesting a Change Continual Service Improvements Reporting

Change Management

Raising
Assessing
- Calculating Risk
Approving
- Defining an Approval Rule
Performing
Continual Service Improvements
- Reporting

Service Catalog Management
Introduction to Service Catalog Service Catalog Administration Setting up Service Catalog Creating a Catalog Item Service Catalog Order Guides Record Producers Customizing the Service Catalog Portal Adding Content Items to Service Catalog Dynamic Catalog Categories Enabling a Two-Step Checkout

Service Catalog Variables
Using Service Catalog Variables Applying Roles to Catalog Variables Attaching Help Text to a Catalog Variable Auditable Service Catalog Variables Variable Types Variable Pricing Service Catalog Variable Sets

Service Catalog Fulfillment
Service Catalog Requests Enabling Bulk Requests Adding and Deleting Items from an Existing Request Service Catalog Workflows Defining a Service Catalog Workflow Service Catalog Execution Plans Creating an Execution Plan Service Catalog Execution Plan Approval Tasks Applying Conditions to your Execution Plan Tasks Specifying a Delivery Date

Service Portfolio Management
Service Offerings Business Service Scope Service Pricing Business Services Catalog Service Subscriptions

Knowledge Management
Setting up the Knowledge Base Navigation Add-Ons Knowledge Management with KCS Plugin Knowledge Base Internationalization Plugin v2 Generating Knowledge Using the Knowledge Base Submission Workflow Maintaining Knowledge Base Tracking Knowledge Base Articles Enhancing Knowledge Base Article Tracking

Service Level Management
Escalations Service Level Calendars Service Level Agreements (SLA) Plugin Getting Started with the SLA Plugin Defining an SLA with Plugin Creating an SLA Workflow Defining a Schedule for an SLA Defining Service Levels for Catalog Fulfillment Reporting on SLAs SLA Contract Add-on Plugin Defining a Service Contract

Asset and Configuration Management

Project Management v2

Upgrading

Project Management v1 to v2 Upgrade

Setup

Reference

Project Management
Import from Microsoft Project Export to Microsoft Project

Cost Management
Cost Management Demo Data Managing CI Rate Cards Working with Expense Lines and Expense Allocations Using Budgets and Cost Centers

Field Service Management
Field Service Management Administration Field Service Management Process Flow Skills Management Territory Management Resource Management Inventory Management Service Order Dispatch and Execution

Administration

General
Storing Images in the Database Additional System Properties Unique Record Identifier (sys_id) Managing Record Numbering System Logs Client Transaction Timings Plugin Homepage Administration Creating a Custom Homepage Widget Homepage Caching Defining a Layout

Navigation and UI
Navigation Navigation Stack UI Welcome Page Content Wizards Creating a Wizard Creating and Using Labels Labels for Derived Fields Applications and Modules Modifying Menu Lists Creating a Change Password Module Module Icons

Forms

Fields

Related Lists
Adding a Related List to a Form Creating Defined Related Lists Adding Fields to a Related List

Lists
List v2 Controlling the Sort Sequence Used to Display Lists Administering the List Editor Administering Personal Lists Totaling in Lists Restoring Deleted Records Restricting Filters and Breadcrumbs Setting Field Values in Forms and Lists

Content Management
Content Management Plugin Getting Started Building a Site Creating a Site Creating a Content Page Using Content Blocks Creating a List Block Adding an Image Block Content Management URLs Configuring the Login Using the Configuration Page Styling

Managing Data
Data Dictionary Tables System Dictionary Dictionary Attributes Dictionary Overrides Data Management and Archiving Plugin Table Rotation Table Extension Exporting Data

Tables
Creating a Custom Table Tables and Classes Schema Map for Tables Deleting a Table Deleting a Table's Records Turning on Auditing (History) for a Table Understanding the sys_audit Table Unique Index

Fields

Task Table

Assignments
Using Assignment Group Types

Approvals
Approval Summaries Execution Order of Scripts and Engines Approval Engines Approval Rules Setting Automatic Approval Rules Approval with E-Signature Plugin Approvals with Workflows Part One Part Two

Workflow
Graphical Workflow Editor Creating a Workflow Workflow Stages Workflow Activities Workflow Variables and Conditions Force Workflow to Wait on Non-Workflow Task Passing Parameters Between Workflows and Subflows

Workflow
Graphical Workflow Editor Creating a Workflow Workflow Stages Workflow Activities Workflow Variables and Conditions Force Workflow to Wait on Non-Workflow Task Passing Parameters Between Workflows and Subflows

Approval and Assignment
Approval Engines Approval Rules Setting Automatic Approval Rules Process Guides Approval Summaries Dynamic Approval Forms Execution Order of Scripts and Engines Approval with E-Signature Plugin Case Study - Advanced Approval Workflow Part One Part Two Assignment Rules Using Assignment Group Types

Surveys
Best Practice - Task Survey Management Plugin Survey Security Task Survey Management Reports Creating a Survey Survey Properties Survey Conditions Business Rules for Surveys Email Notifications for Surveys Making a Survey Public

Reports
Report Engine Plugins Reporting on System Tables Creating a Public Report Excel Export Threshold Glide Chart Properties Saving Group-Level Reports Customizing Calendar Reports Ensuring Domain Separation on Reports and Gauges Report Ranges

Theming
Modifying the Banner CSS Theme Support Changing Colors or Field Styles

Notifications

Introduction
- System Mailboxes
Configuration
Setup
Subscribing to Notifications
Performing Tasks from Inbound Email
- Inbound Email Actions
- Examples of Inbound Email Actions
Reference
- Out-of-Box Email Notifications
- Scripting for Email Notifications

Scheduling
System Scheduler Creating a Scheduled Job Schedules Setting Up Holidays Schedule Pages Relative Duration Events Events and Email Notification Event Registry Setting up Inactivity Monitors Timeline Pages Using Timelines Week in Year and Day of Week Date Formats Daylight Savings Time

User Administration

Application Plugins
Activating Service-now Plugins

Localization
Internationalization Plugins Language Internationalization Translating an Instance Translating New Customizations Using Translated Text Translating Knowledge Articles Currency Support for Service Catalog Plugin Localizing Price in the Service Catalog Fixed Currency Calculated Currency Multiple Currency

Security

Import Sets
Importing Data Using Import Sets Using the Coalesce Field Importing from Another Service-now Instance Data Sources SQL Server Integrated Authentication for Windows Viewing the Import Log Import Run History Scheduling Data Imports Web Proxy Creating New Transform Maps Transform Map Scripts Import Set Scheduled Cleanup

System Update Sets
Getting Started Tracked Customizations Using Update Sets System Update Sets Preview Plugin Using the Comparison Utility Saving Customizations in a Single XML File

MID Server
MID Server Plugin MID Server Requirements for Discovery MID Server Installation MID Server Configuration Controlling the MID Server Version Deploying Multiple MID Servers

Performance
Troubleshooting Performance Homepage Performance Performance Metrics Running System Diagnostics

Advanced Customization

Scripting with Glide and Jelly

Glide
Jelly
- Extensions to Jelly Syntax
- How to Escape in Jelly
Debugging
Server-Side Glide Reference
Script Objects
- Script Includes
- Script Actions

Scripting the Service Catalog
Creating a Custom Shopping Cart Service Catalog Script API Scripting Currency and Price Fields Scriptable Service Catalog Variables

Scripting Approvals and Assignments
Execution Plan Approvals Execution Plan Assignments

Scripting Fields
Adding a Property Scripting of Field Types Adding Dependent Variables Setting the Duration Field Value Implementing HTML in Comments Resetting Reference Fields Client Script Access to Variable Fields on Task Records Modifying the Glide durations Format

Client Scripting
Client Script Best Practice Sleeps, Delays, or Waits in Client Scripts The g user Object

Business Rules
Out-of-Box Business Rules Error Messages Debugging Business Rules Building an OR Query in a Business Rule Parsing XML Payloads Using Business Rules Compare Two Date Fields

UI Customization
UI Scripts Global UI Scripts UI Policies UI Actions Creating a UI Routing Action UI Macros Overriding a Formatter with Macros Creating a Formatter UI Pages Using UI Pages as Gauges Context-Sensitive Help

Mobile/OS Configuration
BlackBerry Configuration Mobile Device ITIL and Service Management Plugin Personalizing Mobile Lists Searching Mobile Lists

Integrations

CMDB Import Integrations
Altiris Microsoft SMS / SCCM Avocent LANDesk Centennial Software IBM CCMDB

Event Management Integrations
IBM Tivoli TEC IBM Tivoli Netcool/Omnibus IBM Netcool Email Integration HP OpenView Operations for Microsoft Windows Microsoft System Center Operations Manager (SCOM) Nimsoft NimBUS Silverback Level Platforms

Service Management Integrations
RightAnswers Java Messaging Services (JMS) Integration BMC Remedy Remedy Wipro Integration HP OpenView ServiceDesk Salesforce.com Salesforce.com Demo Manhattan Software CenterStone Windows System Tray Incident Notifier

Other System Integrations
Borland Starteam Integration Building a Search Provider for your Instance CA Identity Manager Integration Integrating Service-now with your Intranet Integrating Databases using JDBCProbe Change Management Integration with Outlook Computer Telephony Integration (CTI) HDI Survey Microsoft MIIS ManageIQ EVM Exporting Data Integrating with Sendmail Changing the default context root path

Single Sign-on

Web Services
SOAP Direct Web Services Direct SOAP API Web Service Import Sets Web Service Consumer Scripted Web Services Hierarchical Web Service Attachment Creator Web Service JSON CSV EXCEL XML PDF RSS RSS Feed Generator RSS Feed Reader

Perl API
ServiceNow.pm ITIL Objects Incident.pm Problem.pm Change.pm Request.pm RequestedItem.pm SC_Task.pm Ticket.pm Task.pm Approval.pm Other Configuration.pm GlideRecord.pm Attachment.pm

Discovery

Getting Started
Discovery Agentless Architecture Discovery Made Easy

Setting up Discovery

Discovery Behavior
Load Balancing Multiple Domains Access Control Lists (ACL)

MID Server Plugin
MID Server Requirements for Discovery MID Server Installation MID Server Configuration

Probes and Sensors
Shazzam Probe Parameters Port Probes Custom Probe - Text File

Discovery FAQ
Data Collected by Discovery Discovery Bandwidth Debugging Network Discovery Discovery Resource Utilization Application Dependency Mapping

ECC Queue
Managing the Size of the ECC Queue

New Topics

8/6/2010 - Spring 2010 Stable 2 Release Guide completed.

8/3/2010 - Managing Data Guide released.

7/27/2010 - Update Sets Guide released, with completely rewritten content.

7/22/2010 - Web Services Guide released.

7/12/2010 - Spring 2010 Stable 1 Release Guide completed.

Guides

The following guides document functionality within the Service-now.com Platform. Each guide
can be downloaded as a PDF, ordered as a print book, or browsed through online. For instructions,
see Help:Books.

Release Notes and Guides

The current release is: Spring 2010 Release.

For a PDF version of the current release, see the Spring 2010 Release Manual.
The Spring 2010 Stable 2 build is now available. To deploy this build, contact Service-now.com Customer Support.

August 6, 2010	Spring 2010 Stable 2 Build
July 9, 2010	Spring 2010 Stable 1 Build
June 4, 2010	Spring 2010 Release
January 22, 2010	Winter 2010 Release
September 25, 2009	Fall 2009 Release

For older releases, see Release Notes.

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