Certified System Administrator - (CSA) Exam Questions

All three services in the Service Catalog - Incident, Password Reset, and Report Outage - share the characteristic of guiding users to a record producer. A record producer is a form within the ServiceNow platform that enables users to initiate the creation of a new record, like an incident or a password reset request. When users request any of these services, they are redirected to a record producer where they can input the necessary information and submit their request.

Although the specific details of each record producer may differ depending on the type of service requested, the common thread among them is that they all serve as the initial step for generating a new record in the ServiceNow platform.

Roles shouldn't be added to the user. Roles should be added to the group.

ACLs shouldn't be modified to achive this.

https://www.servicenow.com/products/virtual-agent.html

Admin can define individual catalog items using Service Catalog > Catalog Definition > Maintain Items.

You can create, edit, and copy catalog items.

Maintain items is an application module that list few types of request items like catalog item, record producer, standard change templates, software catalog, hardware catalog etc. All of these are extended from the base sc_cat_item table and used for request fulfillment from your service catalog. They do create new records ie request or RITM from catalog items or a task based record from a record producer or a change from standard template.

The GlideRecord API is used for database operations.

The GlideRecord API is the primary means of interfacing with the database on the server-side code. A GlideRecord is an object that contains records from a single table. Use the API to instantiate a GlideRecord object and add query parameters, filters, limits, and ordering.

Client script types:

onLoad() — runs when the system first renders the form and before users can enter data. Typically, onLoad() client scripts perform client-side-manipulation of the current form or set default record values.

onSubmit() — runs when a form is submitted. Typically, onSubmit() scripts validate things on the form and ensure that the submission makes sense. An onSubmit() client script can cancel form submission by returning a value of false.

onChange() — runs when a particular field value changes on the form. The onChange() client script must specify these parameters.

• control: the DHTML widget whose value changed.Note: control is not accessible in mobile and service portal.

• oldValue: the value the widget had when the record was loaded.

• newValue: the value the widget has after the change.

• isLoading: identifies whether the change occurs as part of a form load.

• isTemplate: identifies whether the change occurs as part of a template load.

onCellEdit() — runs when the list editor changes a cell value. The onCellEdit() client script must specify these parameters.

• sysIDs: an array of the sys_ids for all items being edited.

• table: the table of the items being edited.

• oldValues: the old values of the cells being edited.

• newValue: the new value for the cells being edited.

• callback: a callback that continues the execution of any other related cell edit scripts. If true is passed as a parameter, the other scripts are executed or the change is committed if there are no more scripts. If false is passed as a parameter, any further scripts are not executed and the change is not committed.

https://servicenow.com/docs/bundle/xanadu-integrate-applications/page/administer/integrationhub/concept/integrationhub.html

'Integration Hub enables execution of third-party APIs as a part of a flow when a specific event occurs in ServiceNow. These integrations, referred to as spokes'

Application-based triggers are added when the associated application spoke* is activated.

For example, these types of triggers allow you trigger a flow when an item is requested from the Service Catalog. In some instances, a plug-in might need to be activated as well (e.g. Flow Designer Support for Service Catalog).

*A spoke contains Flow Designer triggers and actions dedicated to a particular application. For example, the ITSM Spoke contains actions for managing Task records such as the Create Task action. Spokes are activated when their parent application is activated.