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You're reading from ServiceNow: Building Powerful Workflows Automating IT Service Management

Product type Course

Published in Aug 2017

Publisher Packt

ISBN-13 9781788628730

Length 1330 pages

Edition 1st Edition

Languages

JavaScript

Tools

ServiceNow

Concepts

IT Service Management

Authors (3):

Tim Woodruff

Martin Wood

Ashish Rudra Srivastava

View More author details

Table of Contents (39) Chapters

Title Page

Credits

Preface

1. Module 1 FREE CHAPTER

Learning ServiceNow

2. The Interface

3. Lists and Forms

4. UI Customization

5. Understanding Data and Relationships

6. Tasks and Workflows

7. UI and Data Policies

8. User Administration and Security

9. Introduction to Scripting

10. The Server-side Glide API

11. The Client-side Glide API

12. Server-side Scripting

13. Client-side Scripting

14. Debugging

15. Pro Tips

16. Module 2

ServiceNow Cookbook

17. Getting Started with Service-Now

18. Performing Core Configuration and Management Tasks

19. Building Data-Driven Application

20. Configuring Alerts and Notifications

21. Building and Configuring Reports

22. Creating and Configuring Workflow Activities

23. Auditing and Diagnosing Service-Now

24. Module 3

Mastering ServiceNow

25. ServiceNow Foundations

26. Developing Custom Applications

27. Server-Side Control

28. Client-Side Interaction

29. Getting Things Done with Tasks

30. Events, Notifications, and Reporting

31. Exchanging Data – Import Sets, Web Services, and other Integrations

32. Securing Applications and Data

33. Diagnosing ServiceNow – Knowing What Is Going On

34. Packaging with Applications, Update Sets, and Upgrades

35. Making ServiceNow Beautiful with Service Portal and Custom Interfaces

36. Bibliography

Dealing with events

Firing an event is a way to tell the platform that something happened. Since ServiceNow is a data-driven system, in many cases, this means that a record has been updated in some way. For instance, maybe a guest has been made a VIP or has made 20 reservations.

Several parts of the system may be listening for an event to happen. When it does, they perform an action. One of these actions may be sending an e-mail to thank our guest for their continued business.

Note

You don't need to create an event to fire e-mail notifications. However, it is a good example to work through.

Events are fired using server-side code. Each includes a GlideRecord object and up to two string parameters. The item receiving this data can then use it as necessary, so if we want to send an e-mail confirming a hotel booking, we have the Reservation record to refer to during processing.