ServiceNow, Service Catalog https://youtu.be/k2ajUQVVXxk

1. 2023-10-13
ServiceNow Club
#274
Two Fields
One variable

2. 2023-10-13
ServiceNow Club
#274

3. Releases
Quebec
Rome
Madrid
New
York
Orlando
Paris
San
Diego
London
Jan
2018
March
2019
Sep
2019
Mar
ch
202
0
Sep
2020
March
2021
Sep
2021
March
2022
Tokyo
August
2022
Utah
February
2023
Vancouver
Q3
2023
Washington
Q1
2024
Xanadu
Q3
2024
Yokohama
Q1
2025
Zurich
Q3
2025

5. Learning
• NowLearning
• Developer
• Community
• Udemy
• YouTube
• Linkedin
• Twitter
• HighSpot

6. Catálogo
• Produtos
• Instância PDI
• Update set
• Visão geral
• Jornada do usuário
• Configuração
• Variáveis.
• Flow
• Relatório
• Dashboard
• GoLive

7. What is Variable / O que é variável
• Variáveis do catálogo de serviço são perguntas/informações sobre escolhas dos usuários/clientes para
especificar e definir a solicitação, apoiam a definir a estrutura, são utilizadas para receber detalhes da
solicitação que serão utilizadas pelo ServiceNow para determinar um grupo de atendimento e também apoiar
o analista responsável pelo atendimento a solucionar o item minimizando a iteração com o usuário
solicitante.
{x} = 1

8. What
• Text / Texto
• Choice / Escolha
• Date / Data
• Table / Tabela
• + outros
Links Úteis:
Todos os Tipos de variáveis de Catálogo -> https://docs.servicenow.com/en-US/bundle/utah-servicenow-
platform/page/product/service-catalog-management/reference/r_VariableTypes.html
Detalhamento de cada parametro existente em váriaveis -> https://docs.servicenow.com/bundle/utah-servicenow-
platform/page/product/service-catalog-management/task/t_CreateAVariableForACatalogItem.html

9. What is Variable set?
• Variable set (conjunto de variáveis) é uma coleção de variáveis que é reutilizável e podemos definir variáveis
de usuário em vários itens de catálogo e guia de pedidos.
{x}
{y}
{f}

10. What is the difference between variables and Variable Set?
Uma variável está relacionada a um item de catálogo
• ou seja está diretamente relacionada ao ITEM e não se repete em outros itens de catálogo
• Especifica para o item, para o atendimento dele, geralmente uma informação para atendimento que raramente
compões métricas ou precisa ser consultada em pesquisas
• Sem Reusabilidade
• Reportabilidade baixa
Um Variable set / conjunto de variáveis está relacionada a um ou mais itens de catálogo,
• Ou seja, o valor se repete e tem o mesmo objetivo em vários itens de catálogo
• O Variable Set geralmente é criado para um processo global, ou para um grupo de processos que exigem sempre
os mesmos dados. Exemplos:
• global: Conjunto de variáveis comuns para TODAS as requisições
• Processo : Conjunto de variavel de telefonia, onde existem campos que solicitam tipo de telefonia e já
possuem o campo NUMERO DE TELEFONE com todas as máscaras necessárias para o processo
• Reusabilidade alta -> pode ser colocado em todos os itens de catálogo refletindo as variáveis, ao alterar o variable
SET todos os itens de catálogo que o possuem são atualizado automaticamente.
• Reportabilidade alta -> Poderão ser feitos relatórios com base nos campos existentes no item de catálogo do
variable SET e o Report apresentará TODOS os itens de catálogo que possuem essas variáveis. -> exemplo:
tenho mais de 1 item de telefonia, mas todos tem a variable set com o campo telefone, então posso Pesquisar ou
fazer relatórios de ITENS solicitados por telefonia, ou por ddd.
variable sets

11. Casos de uso
• Campos auto populados sobre informações do usuário logado
• Campos como e-mail, telefone
• Centro de custo
• Servidores
• Locais
• Empresas

12. Text

13. Text

14. Text

15. Text

16. Text

17. Text

18. Text

19. Text

20. Text

21. Text

22. Option

23. Option

24. Option

25. Option

26. Choice

27. Choice

28. Choice

29. Choice

30. Choice

31. Choice

32. Choice

33. Date/time

34. Date/time

35. Display label

36. Display label

37. Multi-Row Variable Set

38. Multi-Row Variable Set

39. Multi-Row Variable Set

40. Multi-Row Variable Set

41. Multi-Row Variable Set

42. Multi-Row Variable Set

43. Multi-Row Variable Set

44. Multi-Row Variable Set

45. Multi-Row Variable Set

46. Multi-Row Variable Set
.

47. 2 Informations 01 variable

48. 2 Informations 01 variable

49. 2 Informations 01 variable

50. 2 Informations 01 variable

51. 2 Informations 01 variable

52. 2 Informations 01 variable

53. 2 Informations 01 variable

54. Commands
• ref_auto_completer=AJAXTableCompleter,ref_ac_columns=name;zip;city,ref_ac_columns_search=true
• ref_auto_completer: Administrators can configure additional auto-complete options. A user must have table-
level read permission on the referenced table for auto-complete to display any options.
• AJAXTableCompleter: Displays matching auto-complete choices as rows in a table. The table displays the
reference table's display value column and any columns listed in the ref_ac_columns attribute.
https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/field-
administration/concept/c_AutoCompleteForReferenceFields.html

55. Commands
• ref_auto_completer=AJAXTableCompleter,ref_ac_columns=name;zip;city,ref_ac_columns_search=true
• ref_ac_columns: You can add the ref_ac_columns_search attribute to enable auto-complete to match text in
any column listed in the ref_ac_columns attribute.
• ref_ac_columns_search: Set the ref_ac_columns_search attribute to true to match text from all reference
field columns. By default (or when this attribute is false) auto-complete only matches text in the display value
column.
https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/field-
administration/concept/c_AutoCompleteForReferenceFields.html .

56. UI Policy
A User Interface {UI) Policy is a rule that is applied to a form to dynamically change form information.
Specify when and how fields appear when viewing Catalog Tasks, Catalog Items, and Requested
Item Tasks

57. UI Policy – use cases
• Hide
• Mandatory
• Section

58. UI Policy – How to create

59. UI Policy – How to create
1

60. UI Policy – How to create
2

61. UI Policy – How to create
3

62. UI Policy – How to create
4

63. UI Policy – How to create
5
The format is variable_set_name » variable_name.

64. UI Policy – How to create

65. UI Policy – How to create
6

66. UI Policy – How to create
7

67. UI Policy – How to create
8

68. UI Policy – How to create

69. UI Policy – How to create

70. UI Policy – How to create

71. UI Policy – How to create

72. UI Policy – How to create

73. UI Policy – How to create

74. UI Policy – How to create

75. UI Policy – How to create
9

76. UI Policy – How to create
10

77. UI Policy – How to create
11

78. UI Policy – How to create
12

79. UI Policy – How to create
13

80. UI Policy – How to create
14

81. UI Policy – How to create

82. User Criteria
User criteria enables you to allow access to users
based on role, department, group, location, or
company. Administrators can control access to pages,
widgets, widget instances, announcements, and search
sources in a portal by creating and applying user
criteria.
User criteria records define conditions that are
evaluated against user records. When user criteria is
defined, portal records are only visible to users who
pass the defined conditions.

83. User Criteria

84. User Criteria
1

85. User Criteria
2

86. User Criteria

87. User Criteria
3

88. User Criteria
3

89. User Criteria
4

90. User Criteria
4

91. User Criteria
4
cmdb_read
Users with 'cmdb_read' Role

92. User Criteria
5

93. User Criteria
5

94. User Criteria
6

95. User Criteria
6

96. User Criteria
7

97. User Criteria
7

98. User Criteria
8

99. User Criteria
9

100. User Criteria
9

101. User Criteria
10

102. User Criteria

103. User Criteria Diagnostics

104. User Criteria Diagnostics

105. User Criteria Diagnostics

106. User Criteria Diagnostics

107. User Criteria Diagnostics

108. User Criteria
• User
• Group
• Role
• Company
• Location
• Department
• script

109. Catalog Client Script
Client-side scripts can add dynamic effects and validation to forms. Scripts can apply to service catalog items or
variable sets, allowing administrators to use the same functionality that is available on other forms.
You can use client side scripts to:
• Get or set variable values.
• Hide or display variables.
• Make variables mandatory or not.
• Validate form submission.
• Add something to the cart.
• Order something immediately.

110. Catalog Client Script
Navigate to All > Service Catalog > Catalog Administration > Catalog Client Scripts

111. Catalog Client Script
1

112. Catalog Client Script
2

113. Catalog Client Script
2

114. Catalog Client Script
3

115. Catalog Client Script
4

116. Catalog Client Script
4

117. Catalog Client Script
4

118. Catalog Client Script
4

119. Catalog Client Script
5

120. Catalog Client Script
6

121. Catalog Client Script
7

122. Catalog Client Script
8

123. Catalog Client Script
• g_form.getValue('variable_name');
function onChange(control, oldValue, newValue, isLoading)
{
alert(g_form.getValue('short_description'));
}

124. Catalog Client Script
• g_form.setVisible(fieldName, false);
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
g_form.setVisible(‘state’, true)
}

125. Catalog Client Script
• g_form.setMandatory(fieldName, false);
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
//If the page isn't loading
if (!isLoading)
{
//If the new value isn't blank
if(newValue != ‘’)
g_form.setVisible('priority', false);
else
g_form.setVisible('priority', true);
}
}

126. Catalog Client Script
• g_form. setValue(fieldName, value);
g_form.setValue("requester_name',g_user.getFullName());}

127. Script Include
As Scripts Includes são usados para armazenar o JavaScript executado no servidor.
Criar Scripts Includes para armazenar funções e classes JavaScript para uso por scripts de servidor. Cada
script include define uma classe de objeto ou uma função.

128. Script Include

129. Script Include

130. Script Include
1

131. Script Include
2

132. Script Include
3

133. Script Include
4

134. Script Include
5

135. Script Include
6

136. Script Include
7

137. Script Include
8

138. Script Include
8

139. Script Include

140. Script Include

141. Script Include

142. Script Include
new MyScript2();

143. Script Include

144. Script Include

145. Script Include

146. Search
Cart Holding
Specific item(s)s
Specific items
and services
Work required
To fulfill items
Request
(REQ)
Request
Item (RITM)
Request
Item (RITM)
task
task
task

147. Search
task
ritm
req
Sym table
REQ sc_request
RITM sc_req_item
SCTASK sc_task
INC incident

148. Global Search

149. Search

150. Search

151. Search

152. Search

153. Search

154. Search

155. Search

156. Search

157. Search
Wildcard Description
*search-term
%search-term%
Search for values that contain search-term.
%search-term Search for values that end with search-term.
search-term% Search for values that start with search-term.
=search-term Search for values that equal search-term.
!*search-term Search for values that don't contain search-term.
!%search-term Search for values that don't end with search-term.
!=search-term Search for values that don't equal search-term.

158. Search

159. Search

160. Search

161. THANK YOU