Summary

This chapter showed you how to deal with all the data collected in ServiceNow. The key to this is the automated processing of information. We started with exploring events. When things happen in ServiceNow, the platform can notice and set a flag for processing later. This keeps the system responsive for the user, while ensuring all the work that needs to get done, does get done.

Scheduled jobs are the background for a variety of functions: scheduled reports, scripts, and even task generation. They run on a periodic basis, such as every day or hour. They are often used for the automatic closure of tasks if the requester hasn't responded recently.

E-mail notifications are a critical part of any business application. We explored how e-mails are used to let requesters know when they've got work to do, to give requesters a useful update, or when an approver must make a decision. We even saw how approvers can make that decision using only e-mail.

Every user has a great deal of control over...