ServiceNow System Administrator | Catalin Popa | Skillshare

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ServiceNow System Administrator

teacher avatar Catalin Popa, ITSM Consultant

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

63 Lessons (2h 51m)
    • 1. Introduction

    • 2. Agenda

    • 3. Learning Outcome

    • 4. Use Case

    • 5. Why ServiceNow

    • 6. What is ServiceNow

    • 7. SN Instance

    • 8. SN UI

    • 9. Configure the banner

    • 10. Summary for UI

    • 11. Application Management Intro

    • 12. About Tables

    • 13. Tables Demo

    • 14. About Forms

    • 15. Form Design Demo

    • 16. Form Layout Demo

    • 17. Related Lists and Views

    • 18. About Lists

    • 19. Editing Lists View

    • 20. Working with Filters

    • 21. About application development

    • 22. Application Development Demo

    • 23. Application Settings

    • 24. Application Managament Summary

    • 25. Managing Users and Groups User Administration - Intro

    • 26. Create User Account

    • 27. Creating a group

    • 28. Create a role

    • 29. Assign the role to a group

    • 30. Assign the role to an application

    • 31. Email Notifications

    • 32. Creating an email notification

    • 33. Defining an Inbound Email Action

    • 34. Managing Users and Groups Summary

    • 35. Form Activities Automation

    • 36. About Business Rules

    • 37. Creating a business rule

    • 38. Client Script and Script Includes

    • 39. Creating a client script

    • 40. Creating a Script Include

    • 41. Form Activities Summary

    • 42. Introduction to SLA

    • 43. Explore SLA Definitions

    • 44. Creating a SLA definition

    • 45. SLA Summary

    • 46. Access Control List Intro

    • 47. Access Control List Components and Evaluation process

    • 48. ACL Demo

    • 49. ACL Summary

    • 50. Service Catalog Intro

    • 51. Workflows

    • 52. Creating a Catalog Category

    • 53. Creating a Catalog Item, Variable, Workflow

    • 54. Service Catalog Summary

    • 55. Reporting and Dashboards - Intro

    • 56. Creating a Dashboard

    • 57. Creating a Report

    • 58. Reporting and Dashboards Summary

    • 59. Knowledge Management Intro

    • 60. Create a Knowledge Base

    • 61. Creating and Retiring a Knowledge Article

    • 62. Knowledge Management Summary

    • 63. Course Summary

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About This Class

Hi there,

If you are curious to learn about the basics of ServiceNow or you are already working with the tool but need a refreshment, this is the course for you.

Why this one?

  • This course is complete, it has information about all the ServiceNow topics.

  • Duration is perfect - not too fast, not too boring.

  • Built from a real use case

  • Includes theory lectures and demonstrations for the same

  • Engaging instructor (that's me) ready to answer your questions.

When to purchase this course?

  • You are starting your IT career

  • You need a refreshment.

  • You want to explore a new platform

  • Rainy outside?!

ServiceNow is rapidly growing and expanding its network, don't be left behind and start learning SNOW.

Meet Your Teacher

Teacher Profile Image

Catalin Popa

ITSM Consultant


Total experience of 6+ years in collaborating with stakeholders & vendors in various Banking, Telecom, Aviation, Oil & Gas, Retail, Pharmaceutical, Health Insurance, Automotive and Aerospace industries;

•4 years of working with the ITIL framework;

• Process design and implementation for all ITSM processes;

• Creating and delivering training content on a regular basis.

• ITIL Certified

•  ServiceNow Certified

See full profile

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1. Introduction: Hi, guys. My name is Catelyn or the short version cutter, and I'll be your instructor for our service now administration. From zero to hero course in this section, I will give you a brief introduction about myself, discussed the agenda, the course goals and, lastly, what you should be able to achieve at the end of it. In regards to my professional experience, I have been working in the I T industry for almost seven years now, out of which four implied working with service now and two as a night of some consultant on a personal note. Some of my hobbies are online teaching sports, lots of sports, actually, such as hiking or water polo and last but not the least, animals. As you can see in the picture, I have my own dog or bear up to you how I like to perceive it, and not that you know, a couple of things about me. Let's move on to the next lecture and go for the agent 2. Agenda: hi guys on Welcome back in this lecture, I will be walking you through the agenda, which might look a bit complex. But don't worry, because I can assure that it is very well structured. As for, each section will have a teary part, followed by a demonstration, a quiz, the summary for the whole topic and lastly, an exercise for you that's making sure you will be taking the most out of each section. Now let's go through each topic and see exactly what each one has to offer. In the course overview. We have the introduction the agenda on a proposed outcome for the whole course. Introduction to service now contains information about the platform, its benefits and, lastly, a general use case that will guide you fraud each section and ease the learning process in the service. Now user interface. I will show you how to obtain and explore your own personal service. Now instance, we will don't move to configure and manage applications where you will learn what are the tables, forms, applications, let's filters and how you can create and work with them. In the users and groups section, you will learn how to create users groups, what is a role and how to sign one? And lastly, how you can create email notifications now moving to the form activity sections in here, I will be explaining you what business rules and climb scripts are and show you how they can be Configured S L. A is nothing else but the short name for service level agreement. In this section, you will learn how to create and configure a Nestle a definition access control lists contain information about their main components and how to create or configure access control lists. The Service Catalog section contains information about categories, items, variables and work flows. Now moving to reports and dashboards in this section, I will show you how to create reports dashboards and add widgets to your home page. In the Knowledge base section, you will learn how to create a knowledge base, a knowledge article and then how to retire one. In the end, we will have a brief summary of what we have covered, and the final quiz to test your news kills. Thanks for watching, and I'll be seeing you in the next lecture. 3. Learning Outcome: before we even start. I would like to say that this course is for everyone, whether you're a complete beginner and you would like to start learning about service now or you are an existing service now, administrator, that just once a refreshment, this is the right course for you. All you need is the will turn. And I can assure you that by the end of this course, you will know how to create and edit applications, create users, groups, rolls or access control lists. You will also know how to create and edit forms. Andi, another interesting topic you will learn about is the S L. A. Where you will be doing hands on exercises such as creating or maintaining a definition. Just keep in mind that these are just a few topics from a huge list which we will be covering together. Lastly, this is not mandatory, but if you want to take the learning process further and obtain your service now certified system administrator certification. This course will help you to get there as the agenda has been built on the exam blueprint shared by service Now on their official home page. That's it for now. I'll be seeing you in the next section 4. Use Case: Welcome back. I was previously mentioning that our bakery a life scenario use case that will help you to better understand how service networks. And here it is. It is called training. Why training? Because every organization has employees on what did they have in common? While whether an employee is conducting his daily activities behind a computer or doing manual labor within a factory, they'll need the same thing instructions. Now this is a small picture, but let's have a closer look and imagine if the same employees could actually order the training that they need from a portal. Now, the second question come into place. Who will grant access and who will monitor the progress? Well, the answer is simple. As you might have guessed, it is service now. Within the course, we will learn how to create the training management application. Then we will create the users that are also known as service desk agents, which will keep an eye on the training management Q. And work on the tickets. We will continue it. Business rules client scripts and script includes which, for now, you can refer to as automation as they will help you to automatically assign the tickets to specific assignment groups based on the requested trainings or the user's location. What we also need to set is a specific delivery time frame for the trainings on. For this to happen, we have to define a service or on organization level agreement moving forward. We also have to create access control less that will enable the administrators to maintain , update or decommission the training lists. But how will the requesters actually request trainings? Well, this is also very simple. It will be done by accessing a user friendly portal and from there to a catalogue. The trainings will be found as catalog items which you also have to define. But just like the others, we will see how it is done exactly later. In the course for reporting purposes, we will also create a dashboard and add a widgets, the home page, which detailed information about the numbers within the training applications. Lastly, we will create knowledge articles to make sure that the service s Cajuns and young users or requesters know exactly how to deal with the requests or place an actual request. I guess we have a lot to cover, but enough for the information, at least for now. Let us stop here and continue with the next section called User Interface and explore the service now instance. 5. Why ServiceNow: Hello and welcome back. Now that we know what service now is, I will be walking you through some of its benefits. And before you ask, I will tell you now. This is not a paid ad. It is just at working with service now. Makes your life easier. And it's not just me who saying it. Ever since it was launched, it has seen a huge growth in terms off new customer adoption. Here are just a few facts to highlight why it is so successful. We will start with the fact that it is simple to use. Assuming that you are part of a support team, you should notice that resolving incidents would be much easier and faster because it is extremely intuitive to fill in the forms or just search for knowledge article. Same thing goes for management. The out of the box reporting application is easy to use on a cool future. About it is that it can be scheduled to run at a pretty fine time. Lastly, the service portal is the place from which the and neither can go through the knowledge base, raise an incident or a request, or even reset its own password. Now, please keep in mind that these are just a few examples, but we will be discussing more about it once reached the service. Carol Look section now moving to the second point. Given the fact that it is a cloud based solution, you do not have to worry about hosting a database, buying the application or maintaining the servers service now has discovered for you. It is also very fast Andi, with the hope of the future. Called predictive intelligence, it is capable to automatically assign tickets based on the selected category or product. Or it can also recommend knowledge articles while filling in the short description, which will significantly reduce the time to resolve tickets. Service now is complete, which the out of the box solutions you will have instant access to the main applications, such as incident problem change service, request management or reporting and dashboards. The list goes on, but we will have a better look at it. Once we will obtain our own instance. I have saved the configurable part for the end because I think it's one of the most important aspect. The service now platform can be tailored to meet each enterprise needs. Whether we are talking about building their own applications, modules, forms or rules, it cannot be done. Thanks for watching. I'll be seeing you in the next lecture. 6. What is ServiceNow: based on the previous lecture, you might already have an idea of how powerful and complex service now is, but I haven't told you all about it. So let's dive in and get the whole picture and this lecture. We will find the answer to water service now and a bit about its history. Service now is a 90 management, all cloud based that can also be referred to as Pass, which is short for platform as a service service now allows organizations to manage all aspect of the right infrastructure, including asset management. It also covers I T service management following the tail framework, thus including Eastern Management Problem Management, Change Management Service Request Management, or CMD. Be one off service now. Main objective is to enable customers to link real time data with activities, tasks and processes, thus achieving better work outcomes. In order to maintain day to day activities, raise requests or incidents on DTA, manage applications we require a platform service now provides out of the box application suit to manage I t service management in a better way. Basically all and user or supporting would need to address. Their issue can be found on the platform at its core service now is a relational database pre configured to help in the 18 management area. However, to treat reliance on the underlying database, you can extend service now to do any kind of service that is database driven as a fun fact . If you would have an Internet connected toaster, you could configure service now to cook your toast at a certain time. How cool is that has for its history? I won't bother too much with numbers. The take away points are that it has been founded in 2000. Free has about 14 launched version so far, and all of them have the name of a city. The name of the first version is Aspen, and the last one is New York. That's it for now. I hope I've managed to answer the initial question, and I'll be seeing you in the next lecture 7. SN Instance: hello and welcome back in this section, we will be discussing about user interface and its basics, such as how to obtain your service now instance, how to explore it and how to configure it. In the end, you will have a short quiz in a summary of this section. The first topic, and probably the most important from the user interface section, is how to obtain your service. Now instance, in this light, you can see a list with all the steps. But please keep in mind that you do not have to memorize them because we will be walking for them together. And I will also be sharing this information as a Donald the world resource. So now that we know what is waiting for us, let's dive in and obtain our service. Now instance, the first step of this process is to navigate to service. Now that's developer that come aan den. Click on the register option from the top of the page. Now you will need to fill in the below fields with your personal details. Andi, also, please keep in mind that you have to think of a strong password that meets the required criteria after that, typing the security tax from the display dimension and, lastly agree with the service male terms and conditions. A confirmation note will now appear asking. It's a very fire email address. You should check your inbox fuller for a message from service. Now. The content of the email contains a verification link, which you will have to click in order to activate your account. After clicking on verify email, you will be redirected to the service. Now page where you should be seeing a confirmation message in regards to the account activation. Now click on sign in filling your email address and password, and there you have it. You are now logged into the service now Developer home page. But don't get too excited. It we're not done yet. We are yet to request our instance. The first thing you will be prompted is to go for the developer agreement and accept it. Once you're done with the step, you will be asked to fill in your profile Details for maximizing your experience as service now likes to call it. After that, you need to go to the manage, stab and select the instance. From here, you will select request instance and right in the text box how you will be planning to use your instance Select. I understand, and now it's time to select the version. Since New York is the latest built, we will, of course, go for it and again click on the request. Instance. In here you will see your instance. Link the build, how many days of in activity you have left and at the bottom of the page, the one time only credentials. Make sure you copy the password and then click on the blue hyper link. Now it's time to change the provided password. Again. Please make sure you will be using a strong password and click on Submit. Congratulations. You are not a proud owner of a service Now instance. This is how the home page looks like, but this is just the beginning. Make sure to stay tuned for more details in the next lectures 8. SN UI: Hello on. Welcome back in this lecture will be discussing about the service now. User interface. It is composed out of the banner, the application navigator and the content frame. Now let's see exactly what each one has to offer, starting with the banner. This is present at the top of every page. It contains the logo, which is creditable, as we will discover in the next lecture, then also the user menu. And as you can see, you have several options. The profile. It's you access the information for the current logged user. Then we have impersonate User, which will allow the system administrator to access the other users profile for testing purposes as a keynote. The user's password will not be required for impersonation. As an administrator, you will also see the elevate rolls option by default. You do not have elevated privilege rolls upon Logan. You must manually elevate the privilege off the roll on elevate privilege. Role will last only for the duration of your user session, so you might be wondering why using it because you will have access to high security settings such as access control lists, which we will also cover later in the course for the user menu. The last option is log out, which will, of course, as the name suggests, Lug, you are from the current session now moving forward the global tax search. Aiken will help you finding different records from the table, such as incidents, problems, users, groups task and the list goes on. The connect sidebar Aiken is nothing but a built in chat functionality, which will enable you to communicate with other colleagues that have access to the same instance. The help I can is quite basic. It will provide information about the current module or application that you will be using . Lastly, you have the setting option, which will open the settings for the user interface. Now let us move forward on discuss about the application navigator From the Application Navigator. You can access all applications and the modules they contain. But what is an application? Well, an application is a group of modules that delivery service and manage business processes. In an instance, within an application, models can be grouped into sections. By clicking on a module, it will display its information in the content frame. Please know that as an administrator, you can restrict users from accessing applications or modules that are not needed to perform their daily activity. We will see how this is actually done later in the course. By now, you might have noticed that there are free main elements that define the application Navigator. All applications stab, which will show the application and modules available to the logged in user, has the turn by the role. We didn't also have the favorites, which works exactly like a bookmark. To be more precise, you can add favorite applications or modules by clicking on the star next to them and access them afterwards. Lastly, we have the history tab that shows us the recently accessed applications or modules. 9. Configure the banner: Welcome back. This lecture is about configuring the banner. As you can see in the slide, I will be showing you how to change the logo or the banner image up to you how I would like to call it. Then we will learn how to edit a text from the Heather Caption. And lastly, I will show you how to adjust the color of the banner frame. So without further ado, let's jump into the demo and see exactly how this is done. The first thing we will do is typing the application Navigator you y 16 then select basic configuration. You I 16 under system properties now in the page header field. I will type in you Demi learning. But this is just an example. Feel free to rename your instance as you wish. We will continue with the preferred times on settings, and since my location is not listed, I will go ahead and select a similar time zone. Now it's time to change the logo, and in order to do that, we have to first download or select an existing picture saved on your computer. Assuming you already have a picture downloaded, all you have to do is to click on the plus. I can select the picture uploaded, and that's it that easy. In regards to the color of the banner, we have to scroll down and select header background color. Next thing to do is to click on the drop down option and select the color you prefer. Keep in mind that there are plenty of color options that you can configure, and once you're done with it, you have to scroll down again. But this time all the way down on select Safe. Now, having learned about the service now user interface, it is time to test your skills by going for a short quest. Good luck. 10. Summary for UI: By completing this section, you should now know how to obtain a service. Now instance, Apart from this, you should also be able to explore the user interface. On this includes the banner, the Application navigator on the content frame. Lastly, we also covered the configure, the banner lecture from which you have learned how to change the logo, adjust the color of the banner and edit the page header. Thanks for watching and stay tuned, because in the next section I would be showing you how to configure and manage applications . 11. Application Management Intro: Hello. Welcome back to the application management section. As you can see in the slide, we have a number of topics to cover. But again, do not worry because each topic will be treated separately on will include a theoretical part, followed by a demonstration to make it easier for you to complete the learning journey. Our main focus for this section is to learn how to configure and managing application. But in order for us to do that, we have to go through each lecture as they are all connected and relevant to each other. Every application has data behind it. On the tables are the ones actually storing it. We will start with that than continue it the forms, design and layout to determine what type of data we want to capture to make our application more efficient On the same topic but different lecture. We will also be discussing about related lists on views. We'll continue the learning process with the lists, which are used to navigate for the existing data and filters, which will make her life easier. As by using them, you will be able to find the needed information faster now approaching to the end of the section, we will get our hands dirty by creating the actual application, and right after that we will play with the accesses to determine who will be able to access the application. For the quiz lecture, you will have to complete a multiple choice questionnaire with questions from all over the section in Lastly, we'll have a short summary for the application management section. That's about it for the introduction. Now let's go ahead and seeing details what the tables are on the road that they play in service now. 12. About Tables: Hello and welcome back in this lecture, we're going to discuss what are the tables, the table categories. Andi. In between, I will show you how they actually look in the service now instance, when it comes to the definition, here are the most important things to remember. The table is a collection of records in the database. Every table is divided into columns, which corresponds to fields in the records, and every record corresponds to a row from a table. Now, before we jump into the table categories, let's see how the definitions actually look like in service. Now, in order to access the user stable, we will type in the application Navigator users and select the users module right under the user administration application. In the content frame, we now have displayed the user stable, their records, the columns, the fields and the rose. Now let's go further and discuss about the tables categories. There are just free category, so it will be quite easy for you to remember them. The first, on the most important category, is the base or the parent table. It is called parent for a reason, and that is because other tables can be extended from it. There are a lot of base tables in service now, but for the moment we are going to focus just on the most common ones. On these are the test able See MDB Underscore, See Eye on Sistol. We will continue its the extended tables, which we have also mentioned before. For example, the incident change request and problem tables are also extended from the base table task, and the last type of table is called reference table, which does nothing else but to capture information from a table and shared with the other. Let us now go ahead and move your service now instance and see how to find and actually access this tables from the application navigator typing tables on click on the Tables module right below the system definition application. From this list, we can easily determine the table category by making use of the Extensible column as follows. If a table is marked with true, then it is a base table. If it is marked with false than it is an extended table, don't believe me yet. Let's take the previously mentioned examples and see how they show up, starting with the base table task in the search field, we will type in task hit, enter on and as you can see, the return table is marked with true meaning that it is a base table. Now let's continue it the incident table again in the search bar type in incident and here you are. The return result not only shows that this is not a base table, but also proves that it is extended from the task based table. In the end, I also want to show you how the reference tables work. To make it real simple. We will go to the incident application by typing in the Application Navigator incident on select the Open Incidents module from here, select a random incident and scroll down all the way down to related records. Now what dis related record tab does is to allow you to link an existing problem or a change with your incident. So to make a long story short, the incident table will take him, but from the problem and change tables and thus making them reference tables. We now have a good idea of what the tables are, so it is time to create one for ourselves. I'll be seeing you in the next lecture to see exactly how this is done. 13. Tables Demo: Hello on. Welcome back in this lecture. I'm going to show you how you can create a table on. It will not be just any table, but one that is related with our use case training management. Since this lecture is all about demonstration, let's type in the application navigator table on select the table module under the system definition application. I know that this list looks familiar. We have seen it before, but trust me. Unlike the previous lectures, this time we will get our hands dirty. So the first thing to do is to click on you and start building our table. To make the creation process simpler, I plan to walk you through the most important fields and explained what and why we will be filling in. We will start with the label field on before giving it to name. Please know that it has an Asterix next to it. This shows us that this field is mandatory for filling. Now getting back to the name let's call it training order and notice how the second feel name has been auto populated along with the new menu name. The only thing to remember about the table name is that all the tables that start with you are not out of the box tables. They are custom table that have been created by someone who has the required rights to access the instance, such as a system administrator or a developer. We will now move to the extent stable field and select the base table task as we want our application to exchange information with an existing table now moving to the right hand side, please notice that's the application Field has been auto populated with global. This is a default setting and cannot be changed if you are creating the table before the application as it is in our case. On the other hand, if we would have had an existing application, then we could have associate ID this table with it for the modules options. We will leave the boxes checked so that we find our table as a module in the application navigator. By leaving these boxes checked, we can ignore the next field as module to an existing menu as we want to separate one. Let us not discuss about the column tables before we create one trees. Remember that each year from the records we will create will also correspond to a column from our table. So how to create a column? While this is very easy, just double click on in certain euro right below the column label, then give it a name to serve as an identify where for our demo, our choose training as it is really to arias case. We will now also have to select the type. And here we will select string as we want to capture multiple types of characters. Once we are done, click on the validation mark. And now, for the purpose of the demonstration, I'll be creating a second column that we captured the trainees details again. Click on in certain euro type in the name and select the type. Now that we have the column set and working, let us discuss about the control staff. We do not need our table to be an extensible one, and therefore we will not check the extensible option on the same thing goes for life feet . We were not needed as this is used mainly for social app, stat need evaluation or communication. What we are going to be using, though, is Yata number option because we want to keep track of how many training orders will be placed hands. Select the outer number check box, filling the name for the perfect or living as it is. In my case, I like trg more hand. I'll change it to that. For the access control is check box, make sure to live it checked as we will be playing with the accesses in the access control is dedicated section. It is now the time to commit the changes. Therefore, after you have double check that all the fields have been filled in accordingly. Click on submit. The last step from this lecture is to check how you're in a table Looks like. So let's get to it in the application Navigator type in training and select training orders . As expected, Our table does not have any records, but not for long. By the end of the course, we should have several training tickets create. That's it for now. I'll be seeing you in the next lecture 14. About Forms: welcome back in this lecture we're going to discuss about what are the forms on Dworkin for their elements in the service now instance. So we have heard about the term forms before but haven't made it for the details. So let's dive in the forms. Purpose is to display information from one record in a data table off course. This information is subject to change according to the type of record we will choose to display. For instance, if we're going to display an incident form, we will find the color field, whereas in a problem form we will see a different feel called First reported by anyway. The take away note is that forms can be different not only different but also creditable. The users who will work in the tickets can create or update a record for a form. Lastly, the forms are configurable as the administrators or ourselves can actually select. What's the users will see on a form. I hope I haven't confused you. It's too much information. But if I did, don't worry, because in the next lectures will go for the demos together and see how to configure the form, design and layout Now it's time to switch to the service now instance on Check the elements off the form. One of the most complex forms is the one corresponding to the incident application. Therefore, let us typing the Application Navigator incident on Select the Open module. From here, let's select a random incident and here we are the incident form. We will start with the form heather, which allows you to perform actions related to the record navigation tools or many other options. If you right click on it right below the form heather. We have the fields, which, as we discussed before, will store data about the record. The keynote about fields is that some are pretty fine, such as number. In our case, an incident will always start with I and see and then a number. Other fields are mandatory for feeling on. The last thing is that's their configurable to store data as needed. But let us not lose too much time with it, as we will get back to this in the configure informs demonstration. Now let's go down to notes related the records and resolution information. These tabs are actually called sections and are responsible for holding information from various groups or users. Starting with the notes. The 1st 2 options are the watch list on the work note list. The watch list allows you to add users to it and therefore enabling them to receive notifications about all the activities performed on the current incident. As for the work notes list, the only difference between this and the watch list is that if you had someone to it, that user will receive notifications only about the work notes on. Since we're speaking about work notes, this Stringfield will be used by the service desk agent to pose the activities they have performed on the incidents, such as troubleshooting level one completed or the user is currently out of office. You name it. Just make sure to hit post once you are done. An important note is that whatever is typed in the work notes will be visible only internal , whereas if we check the additional common check box, the posted content will be sent to the user via email. An example of a comment would be kindly update to the latest software and let us know if the issue persists again once you are done. Hit the post button to save the update on Sunday identification. The last part from the notes section is the activities which is nothing else but a lot. For the record. Now moving to the related records section in here, we can associate our incident with an existing problem. A change request in case our incident needs to be fixed by applying a change or lastly, link it to an existing change in case the incident has been caused by one. The last part of the section is Resolution information where the agents will fill in the fields. Post incident resolution as follows Mark the knowledge check box in case a knowledge article was not found for dancing and scenario or living unchecked. If a knowledge article has been applied than resolution code by selecting one of the below on the notes, which will also be received by the customer now, the notes can contain the troubleshooting steps performed or just a closure Notification like Thank you for reaching the service asked. This notification is to inform you that day incident has been resolved and will be automatically closed. If you agree with the resolution, the result by field will store information about the agent who resolved the incident on the result Field will start the date of resolution. Now let's scroll to related links, which in our case, is Reaper s L A. I won't go into too many details as we have a separate section for this. But I can tell you that this links can be customized on disrepair. Sailing will reset the S L. A timer upon clicking on it. Approaching to the end of the lecture, we have the related lists left which can display information from other tables. This is similar to related records which we have mentioned before, but quite more complex. For instance, this list can hold information about an affected See, I from the c m d B D S, l. A or oil a timer or even a child incident. The last thing to remember is that yet administrator can configure the related list to media organisations needs. So we have covered a lot of teary in this section. It is now the time to go through the form, designs and layout demonstrations to see how this teary transforms into practice. I'll be seeing you in the next lecture 15. Form Design Demo: way. Welcome back in this lecture, we are going to configure form with the help of the configure form design option. To make more sense, I have thought about a real life scenario that can be implemented in any organization. But we will see how our example fits into the picture. Fraught the demonstration to begin with in the application Navigator typing incident and select the module create new. This incident form is what's the service now offers as d out of the box solution and it does not necessarily suffice every organizations needs. The scenario for this demonstration is the next one AnAnd user will call in to report that his Via or Cisco. This phone does not work any longer and needs a physical intervention off course. This can be done fixed. But the question is, how does the engineer, who will work on the incident know the location of the end user or his mobile number? Surely the agent authorization can type in the work notes, But wouldn't it be more efficient to have a location field? Well, the answer is yes. And this is exactly what we're going to dio go to the form header right click on it and select configure, then form design before we had the location field. Let's also assume that we want to remove the subcategory field. This is quite intuitive. Just go next to the field. You want to remove on. Click on the cross, mark that easy now, getting back to the location field from the Fields Navigator typing location or just crawl down until you find it. If you want to discover more feel options once you found it, just drag and drop it in our resident form. Now that we have added it, let's also open its settings by clicking on the setting symbol. The labor is just a name and can be changed. However, the rest of the fields should remain as they appear because, for instance, if you select a different reference table than the default one cm an underscore location, the location field will not work any longer due to lack of source information. What I will select dough is the mandatory field, as I want every employee from my organization to have its office address listed. Once you're done, click on the cross more. You might be thinking that nowadays there are a lot of employees working from home on. Therefore, reaching out to them might be more difficult. Nothing to worry dough because for this scenario, we will create our brand new field called contact details, so that we captured their phone numbers to for this to happen from the Fields Types Tab scroll down to string as we want to capture multiple types of characters in case the country code is needed. Then, once he found it, Dragon drop in today's inform. Now click on the setting symbol. Rename the label with contact, details or phone number. Whatever we find convenient, Then select the mandatory check box. Once you're done, click on the cross mark. Done safe on Indian Close. This tab, lastly, refers the Incident form tab, which we first open to reflect the changes. This wasn't horrible, was it? Let's now move to the knife lecture and see. How is it is to configure the form layout 16. Form Layout Demo: hi, guys. And welcome back in this lecture, I'm going to show you how to configure the formally out, but not insists too much in it, as it does almost the same thing as the form design. The difference between them is that formally out focuses on how to arrange the fields in the form more easily. But it also has a major setback, as it does not offer the possibility to access the field properties as we can in the form design. The first thing that we want to do is to open the service now instance done from the Application Navigator typing incident on select the Create New Module. Under the incident, application from here navigated a form header right click on it and select configure Dan form layout. As you can see, we have two columns that are actually called slush buckets. For our example, we have available on selected. The available slush buckets hosts all the available fields that can gather to the incident form and are pretty much the same ones that we have seen in the form design configuration. Er the right slash bucket, named selected hosts the existing fields that appear whenever we opened an incident record just like in the form design configuration. Er, we can select what feels we want to add to remove by playing with the left and right arrows . For the purpose of the demonstration, let us add to our form the reassignment count field, which will come for how many times an incident has been assigned to various groups or assign ease. So from the available flash market, scroll down until you find a real Simon Con Field click on it and then on the right arrow. If you want to have it rearranged, just selected on Click on the up or down arrows. Remember to click Save. Once you are done editing the layout, I'm going to postpone this for now, as I want to tell you about the Foreman view Section two. In here, we can actually create new fields and also sacked which section or view we want to add them in the incident section Default view. Let's create a choice field and name it working hours that will help the assigning know when the user will be in the office. Once you are done, select add, then save, and there we have it the working hours field right below the description, but that's not completely done. We've just created a fuel, but it doesn't do anything well. In order to configure this field, we will have to open its properties by accessing the form design configuration. Er, find the field. Andi. Click on the setting I can from here, click on, Create New Choice and rename them. As you wish. Since it is just a demonstration, let us create just two choices. A regular shift from 9 to 5 and a night shift from 10 to 6. Click on the cross mark to close the properties window done, Select Save and go back to the incident form. Reload the page and that it the changes should be visible on the incident form. I guess we have had enough fun with the form, layout and design. So let us now move to the next lecture on discuss about related lists 17. Related Lists and Views: way. Welcome to the related lists on views. Lecture. Unlike the previous lectures, I won't start with the teary but with the demonstration and learn along the way. So it out further do in the Application Navigator typing incident. Select the open module under the incident application and choose a random incident from the list we have in our open days in form. But attention, it is in a default view. How do we know that? Because there is nothing mentioned next two days in a number. Well, OK, but what difference does it make? Well, you can work just fine with the default view, but it doesn't hurt to know that the views in service now can be configured. For example, every organization deals with various incidents, some can have a low impact and others can have a significant one he wants with a significant impact. An urgency are cold major incidents, and they are usually looked after a dedicated person named the major incident manager in order to is his work on offer. A better overview off the ongoing major Incident service now has created a dedicated view for him. Let's see how this dedicated view looks like and take it further from there, right click on the form header, scroll down to view and select major incident. So far, this looks similar to the default view, but if we scroll down to the related list, we can already notice that there are a couple of new things such as change requests, child incidents and incident tasks. Our focus will be on the child incident tab because it is related to the major incident manager activities. Let's assume we work in a worldwide sale organization and apart from selling our products in person, we also send out emails to our subscribers. One day the emailing server goes down and therefore we can get a hold of our customers and hands will lose money. The next thing to do would be to call the service desk and reporting they ship. So far, so good. But what happens if 50 employees will call in to report the same incident? Well, For this, the major resident manager will make use of the child resident future as follows. The first raised incident will be treated as a parent, and the ones that will follow will be attached to it as child incidents how well, if we know the number of the parent, we can create a new child incidents directly from the parent one and have it associated with it, or by creating it from the Create new module and added afterwards, In case you're wondering what to do all of this, well, it might look complicated, but actually it will provide a better overview of the ongoing major incident. In addition to that, once it's state will be moved to resolve, all the attached child incidents will also inherit the results state saving your organization a lot of time instead of manually closing a child incident. Now, of course, every organization is different. And let's suppose yours does not have a dedicated major incident manager assigned. This means that the service desk agents will have to do his work and therefore have the child isn't in future. In the related list, please keep in mind that the service s Cajuns will most likely use the default view, which lacks the child incident have been the related list. This is where the service now administrators step in to meet the needs off every organization. So what we have to do is to navigate to the form header right click on it and select configure Dan related lists from here. Make sure the default view is selected and from the Left slash Bucket Select Incident Dash Parent Incident Done. Click on the right arrow and hit safe. You would then be returned to the incident form. Now change the view to default. Scroll down and, as you can see, the child incident have has been added in the related list. Congratulations. You now know what the views are and how to configure the related list. Stay tuned for the next lecture as there is a lot more to learn about regular lists. 18. About Lists: hello and welcome back in this lecture, I'll briefly introduce you to water the lists and then discuss about its elements and their utility before you ask. Yes, this is a teary lecture, but we need to know a couple of things to make the next demonstration lecture easier to follow and understand. A list will display the information about the records from various tables, such as Problem Change, incident or Why not, too user table. Another finger of mentioning is that each column within a list will correspond to a field on the table. Lastly, the list can be searched, edited and sorted. But this is another story that will unfold in the next lectures. For now, let us move to the service now instance, and talk about the element of a list from the Application Navigator typing incident and select the old module. Surely this is not the first time you're single list, but this time we will be focusing on the elements and not on the form, starting with the title bar. From here, you can access the list control option and choose to change the view. Apply filters group by select how many records you want to display on a page, refresh the list or create your favorite list that can be eventually shared with others. If you have the necessary security rights now moving to the right, we have the new button, which will, of course, creating your record in the table. For our example, it will create a new incident. Another cool future for this element is the search option, and what really makes it stand out is the possibility of choosing by which field we want to conduct our search. The last element of the title bar is the page navigation, which allows us to navigate through the records. The next element is called Breadcrumbs and is nothing else but a quick way for filter navigation. As you will be saying in the lecture Working with Filters Demonstration, we don't have the column headings, which displayed a column name and have built in list controls. In the end, we have the fields, which will share the data with a small remark that not all the fields from a form are necessarily displayed in a list. That's it. In regards to history, let us now move to the next lecture and see how to edit won with the help of a demonstration 19. Editing Lists View: way. Welcome back. We have learned about list. So it a sample, a demonstration in which I'm going to show you how the editing lists work. As you can see, we are already logged in the service now instance. So let us go to the application Navigator, then type in incident and select the old module. In the first example, I want to show you how to edit the fields inside of form without actually opening it. It is a simple as it gets. Let's assume I want to change the short description for the first incident. Just double click on it, rename it with the new short description that you want and then click on the validation mark to complete the operation. I thought that this was going to be easy Now. This can be done for almost all the fields except the ones that are read only for the incident form. The priority would be an example over read only field as it is calculated based on the selected impact in urgency. Now moving to the next example editing the column headings click on the selling symbol right before the column heading Start to access the list configuration Now you will see to flush buckets available on the left that host the available columns, which can be added and selected on the right, which includes the existing ones. The functionality is, of course, similar to the one we have seen in the form layout. Just play with the right and left arrows to add or remove columns to the list for our demonstration. Let us add the close by column, which will indicate the name of the user who closed the incident selected from the available slash bucket. Then click on the right arrow, and it's safe to confirm the changes. Now it will be redirected to the list, and we will see that the closed by column has been added. That's all for now. After having performed these steps, you should know how to leave the field directly from the Lazio and also how to personalize a list that matches your needs. I'll be seeing in the next lecture 20. Working with Filters: Hello and welcome back to the working with filters. Mixed lecture. Why mixed? Because it is divided into two parts. A short story part that serves as an introduction to filters and a demonstration one where we will put into practice the previously mentioned now, starting with the teary off filter, also called the condition will be applied to a particular table in order to obtain certain information from it, thus easing our work. What is cool about it is that we can create safe and shirtless filters for a faster accessibility. The first future I want to discuss about is called the condition builder. It is probably the most used and will return a condition statement with a series of contextually generated fields to make it clearer. The condition consists of free elements are field from which the user will be able to select which actual field he wants to use for his further on operator, which is nothing else but a choice type related to the previously selected field and lastly , the value, which is also dependent on the selected field. As a note, the value field can hold information about a text or a choice. Let us go to the service now instance, and see how this actually works in the application Navigator typing incident and select the all module from here. Select the filter I can in order to start creating our first condition. Builder filter. Once you have clicked on it, the free elements of the condition statement have appeared. Remember the fields, the operator and the value for our demonstration? Let us add two filters to this list. Let's say we want to display the incidents that have the priority above free and have a service desk agent working on them. For this to happen, we will select the field element search for priority, then from the operator. Element Select is greater than and lastly in the Value Select free dash moderate. To continue adding conditions to our filter, we will select and and continue building it until we reach Horrible. Now for the second condition in the field element search for assigned to then from the operator. Select is not empty, and as you can see, the value element disappeared as it doesn't make sense to enter value for a complete condition. We are none building our filter so we can directly run it or choose to save it for later if you'll be using it more often or even share it with others. For this lecture, I want you to keep your service now instance. Open with the applied filters as we will need it for the next demonstrations. Let's move forward and discuss about the second filter with which you are already familiar , as you have heard about it before. It is called breadcrumbs, and it is displayed above the column headings as it was seeing a bit. What I want you to remember about the breadcrumbs is that it represents the current applied filter, and we were read it from left to right. This means that the left condition represents the 1st 1 and the last one from the right is actually the last condition. Apart from displaying the current filter with the breadcrumbs, we can also quickly remove one or more filters, as we will see in the demonstration. So let's go back to the service now instance, and please notice how the breadcrumbs were already there, waiting for us to engage them. Now we have two ways of removing the futures. The 1st 1 is to click on a condition to remove every other condition from its right on. This will come in handy if you have a long filter and you want to stick with just the first conditions. Now reapply the fielders and let's see the second option. Click on the right arrow, located between the conditions, and by doing so, you remove only the condition that follows it cool and is you right. Let's get back to the turf builder called Quick Fielder. It is called a quick filter for a reason, because it is not as complex as the condition builder. But it is, however faster. Two years you have just two options. Show matching and filled the route back to the service. Now instance again. And make sure to remove all theaters by pressing D all condition from this list. Let's say I want to first see only the incidents that are closed from the State column. Get to an incident market closed, right, click on it and select show matching. Now let's say we want to display all the incidents that are not closed. First, we have to remove the condition by clicking on the breadcrumbs has learned before, done from the State column select an incident marked with closed right click on it and this time choose filled her out. As you can see, the list and bread crumbs have been updated with the new condition. That's it for quick filters. Let us now discuss about the last topic from our lecture called Wild Card Search. We will make use of this filter in order to refine a search. To make this happen, we will add special characters before and after the keyword, which, by the way, you don't have to memorize, at least for now, because I will be sharing the character combination separately as a downloadable resource. In the meantime, let's take two examples and see how they apply in service. Now the first thing that you will have to do is to remove the fielders. If there are any, of course, and in the search bar, select short description and typing password by default, the return results will display all the records that contain the word password in the list or within the form. Therefore, it is not that accurate. What we can do to mitigate this is to make use of the wild car search. Just add the percentage character before and after password to display all the records from the list that contained the password in the short description. Now, for the second example, let's say we want to filter all the records that have a short description and England email . We will remove the previously applied futures and type in percentage character, then email hit, enter and there you have it. Please keep in mind that there are more wild cards that can be used for searching. But as I said, I will make them available for you as a downloadable resource that sitting regards to fielders Thanks for watching and I'll be seeing in the next lecture. 21. About application development: way. Welcome back in this lecture, we are going to discuss about application development. To be precise, we are going to determine why we need to create an application, learn about its elements and, in the end, discuss about the development environment called Studio. Needless to say, all this theory will be followed by a demonstration where we will apply everything we will learn in this lecture. So let's get started with the definition. An application is a collection of files and data that will deliver services and manage the business processes off course. The service now instance, comes with some pre install or out of the box applications such as problem change or incident. I know they must look familiar to you because you've seen their names in the application navigator and actually interacted which day incident application. Apart from this applications, as a service now administrator, you can choose to install other applications from service now store or from the application repository. You can also update these applications from the same location, or the coolest thing that he can do is the one that we have agreed upon at the beginning of the course. If you don't remember that is to create and configure your own application, which we will do just to briefly recap. We were created training management application with the purpose of keeping track of how many trainings will be requested and in how much time they will be delivered. We have started with the table training order and now it's time to leverage it by associating the table with the application we will create in the demonstration. Still not convinced? Well, let's see the components and really understand how the model is designed and, more importantly, why we need a custom application. The first component that an application needs is a table which we already have. Ours is a custom table extended from the based table task. The second component is called user interface elements. It is composed out of menus and modules from the application aviator list and forms. The 3rd 1 is called application files, and this is where it gets interesting. It is composed out of business rules, which we will cover and create later in the course. But just to give you an idea, you can create a business rule to enable email notifications when the table is abated. Then We also have unfolded topic named work flows and also to keep it short for now. This will enable process automation, such as generating new records in a table. And lastly, we have user interface actions, which are scripts located on the server or user side that will be triggered once a table or a list will be updated. I know there are a lot of new terms to digest. I had to introduce them to you. But I also want to emphasize that you do not have to focus on them for now because each of these components will be treated separately later on the course now moving to the next component. This is called dependencies, and what we want to remember is that an application can be dependent on another applications components such as a table or an application filed. The last component is called integrations, and what it does is to enable your service an application integrate with others. Of course, we can't integrate just any applications from the Web, but rather choose one from the service now store or actually create one from the integration interface. For this course, we don't have to worry about it as there won't be any integrations with her application, we have now reached the last part of the lecture Cold studio. This is the place from which we will actually develop. Our training Management Application studio will make her life easier who are creating the application because it has been designed in a user friendly way so that everyone can create an application and access or configure its components afterwards. Let us stop with the teary here and see how easy it is to create an application. I'll be seeing you in the next lecture. 22. Application Development Demo: Hello and welcome back to the application development demonstration fraud. This lecture. We will learn how to develop our own training management custom application, associate it with the existing training order table, which we have also created earlier in the course, and also create a new table that will be dedicated to this application. We will want to create a new table because we will need it later for other demonstrations that requires cope tables in English. Now that is a dedicated table that has been created only for a particular application. Before we start, I just want to give you a quick heads up in regards to the difficulty of creating the application. This is going to be way easier than you expect. So, without further ado, open your service now instance and in the Application Navigator type in studio. Now select the studio module and a new window will be open from here. Click on create application and start following the development wizard by filling in the fields in the name field type training management and by doing so, the scope will be automatically populated. Don't forget to leave a description for the application, such as working on training order tickets and once you're done, select create. The next step is to add a role. We will want the same users that have access to the table to be able to access the application as well. Therefore, search for training and select the only return result. And for the sake of the demonstration, I will also add yet mineral, even though it will have access to the application by default. Once you're done, click continue and select the classic version as we will need lists and forms for our application. Click on Continue and now is the time to associate our table with the application, typing, training and select the training order table. Now, if you would have collect on done with the tables, the application would have saved the changes for the associated one. But we want to create a new one. Therefore, click on creating your table and select create table from scratch. From here, select. Add a new field and fill it in as follows. For the fuel label, select training name and notice how the feel name gets automatically populated. We now have left the field type, which we will select string as this field should store multiple types of characters, such as letters, numbers or even special characters. Leave the character limit as it is, or feel free to adjust it in case you have different requirements. Now repeat the same steps and at a new field called training description, with the purpose of holding detailed information about the training name. Item. Once you are done, click and continue and let's give our table name, such as training lists. I don't want to make it extensible for now, and neither do I want to auto number the items, therefore our leave both of the options unchecked. The same goes for the role options. I will leave them as they are, and would like to make a note that all these changes can be later adjusted should we need. So click and continue. Wait for the system to load again and continue and finally on done with the tables. We are almost there as the Wizard window indicates, it is time to quickly design it by pressing on the start button and this new form at a description for the application, such as working which training tickets And since I'm a man of my word. I will also add the training order table to our application so that it uses to the sculpt one which we have created for this application and a global existing one called training Order. Once you are done, click on create. And as you can see, the status has changed from not ready to ready, meaning that we're done with APS, the button that he will also select. Congratulations. You have created your first service, an application. I know it is empty for now, but as we advance with our course, the more complex the application will be. For now, click done on close this window. Now that you have created the application, you will also want to see it for yourself. For this, please allow the service now instance a couple of minutes to deal with the updates. And after that, typing the application Navigator Training management and the application should appear along with its modules. If for some reason, it does not show up in the application Navigator typing application menus. Click on it Dancer for the Tax Training, copied attacks from the title column and based it to the name column India and click on the validation mark on this should fix it. I told you this was going to be easy. I'll see in the next lecture where we will discuss about the access settings of the application. 23. Application Settings: hi guys and we'll come back. We have learned how to create an application in the previous lecture associated with the table and even added some rose to it. But let's say we now want to edit its name or rename the modules. How do we do that before? Answer. I want to mention that the point of this lecture is to introduce it to the application settings and not to confuse you. Therefore, I won't go into technical details as those who represented to you within the course at the right time, so that they actually makes sense. Now back to our question. How to access the application settings. Well, this is quite simple. Just open your service now. Instance. Then in the Application Navigator type in studio on, Select the Training Management Application from here, click on file and then on settings. Any tab will be open with in the studio. And, yes, this is a place where the application configurations are happening. To start with the most basic thing, you can added the name field in case you're bored of it, or you just want a new one done. If you scroll down to use a row, You can also add new rules to the application or actually create one for yourself at the bottom of the page. We have the application files and its modules. Click on the Training Management Application Menu on In this new tab, scroll down to the modules from this list. You can add it a functionality of the modules or even create a new one. Let's have a look at this modules We have create new open, open dash, unassigned all and closed. At a first glance, we're missing a pending module that will display all the training tickets that are, for some reason, in the planning state. Let's click on the new button, type in pending in the field name, then leave the other fields blank and moved to the Link Type Select list of records and for the table field search for training order. We will also want to add a filter because this is basically the functionality Hands click on Add folder condition and fill it in as follows for the choose field. Select state, then from the operator select is and from the Value field select bending. Once you are done, click on submit and that's it. the new module should appear in the training management application. You have to agree that this section was complex but also very productive, as we have run a lot of new stuff. And now it is your turn to test your skills by going for a short quiz with questions related to this section. Thanks for watching and I'll be seeing in the next lecture. 24. Application Managament Summary: we'll come back. I hope that you have successfully passed a quiz by now and you're getting ready for the next section. Until then, though, I want to tell you that we have managed to cover a very complex and important section from this course as the table in the application itself are the backbone for our use case. Just to briefly recap, we have learned about tables and how to create one. Then we have moved to forms on. In the teary lectures we went for their functionalities on the main differences between them and in the practice lectures, we have actually configured them. We have also discussed about lists or related lists and showed you how to change the view or perform a search within a list. Another call topic was working with filters in which I have showed you how they work and also mentioned the difference between them. Lastly, and probably the most important thing I have showed you how to create an application and associate it with an existing table. That's it for the section. I'll be seeing you in the next one where we will talk about users and groups and how to manage them 25. Managing Users and Groups User Administration - Intro: Hello and welcome back to the Managing Users and Groups section. As the section unfolds, we will talk about what are the users groups roles and also about the email identifications that will be sent to them. Off course. There won't be just talking as you are already accustomed. Each story topic will be followed by a demonstration. Before together, though, we need a teary and to make it even clearer, let me explain you why we need it. Remember that in the previous section we have pretty training management application, right? Well, now it's time to create some users that we're working it, then Adam to a group and also grand them the rules to access it. Why? Because we don't want just any user within the organization to have access to our application, but rather some dedicated members. Apart from that, we will want the end user, and that is the person who raise a ticket to receive email notifications in regards to the state or progress off his ticket. And for this we will define email notifications. Let's start with the free pillars of this section. Users, groups and rose, starting with the users every person within the organization that has access to service now is defined as a user. A user is also called an entity that can be authenticated. Users are assigned with rules that match their job description, such as a system administrator in our case or services agents for the training management application. Moving forward to groups a group is a collection of users that are commonly performing activities related to their jobs, such as resolving incidents or working on training orders. The user can be assigned to multiple groups so that when we will serve the system for a user, it will be easier to apply filters on the assignment groups that he belongs to. In the end, let's talk about rolls A role is an identity assigned to users or groups to enable them axes. Various date our functions with the goal of fulfilling their daily tasks. As a note, multiple users and groups can be assigned with the same role. The service now instance comes with a few out of the box rules. But should we need additional ones, we are free to create new euros to meet our requirements. Lastly, remember that it is a good practice to assign a role to a group and not to a user, because in case you will want to remove a user from a group, his access to that group will be automatically removed. That's it for this lecture. Let's move to the next one and create our first user account. 26. Create User Account: welcome to the first demonstration of this section, in which I'm going to show you how to create a user account in the service. Now instance, this is going to be fast because the process that we are going to follow is quite into it. If so, without further ado, open your service now instance. Then typing the application Navigator User Administration and select the users module in the content frame. We can see a list which the existing users that service now has created for us. But this one do because we want to create one for ourselves. So let's click on the new button from the title bar, and a new user form will be open just as a heads up. I've noticed that whenever I was using Google Chrome, the user I D Field was great out and set to admin. So in case you are encountering the same issue, switched the brother to Firefox or Internet Explorer, and that should fix it. Now, getting back to our application typing a user i D, which the user will be using to log into the instance, then continue its the first name and last name. Now it's time to provide the user with a password on Don't forget to select. The password needs reset so that he can choose one of his own, both to logging in. Now let's move to the right hand side on typing an email address. Continue by selecting the appropriate time zone so that the colleagues off the newly created a user would be aware of his working hours. Lastly, at a phone number and click on Submit. Now, I know there are a lot of feels that we love blank, but they are quite straightforward and we don't need afford this demonstration. I told you this was going to be fast. I was seeing the next lecture where I will show you how to create a group. 27. Creating a group: way. Welcome back in this lecture, I will show you how to create a group in the service now instance and then at several users to it, including the one we have previously created, Just like the demonstration with the user account. This one should go smoothly as well, due to the fact that this process is also easy to follow. Enough with the talking for now, let's see how this can be done. Open your service now. Instance, typing the application Navigator User Administration and select the group's module. The list that is now visible in the content frame displays the available groups created in service. Now, as an out of the box option, let us click on the new button from the title bar and get going with the form in the names field typing, training, management support and then also live a description for its, such as Services Cajuns responsible for managing training tickets. We will not feel in the email address as it doesn't have one for the moment, and neither does it have a manager. But I would tell you what is the Parent Fields role in case we would want our group to be treated as a child and therefore associated with an existing one. Our group will inherit the roles of the parent, but the members of the two will be separated to make it short. The only thing that changes is the rose that the child group will automatically inherit from the parent one. Once this is done right, click on the form header and select safe. I was telling you earlier that I will show you how to add users to so scroll down and navigated the group Members tab and select Add it to add existing users to our group as a note. If we would have clicked on new, a new user account would have been created. Now getting back to already choice from the left flush buckets Search for Jon Snow. Click on it, then on the right arrow. Add one or more to users to our group, and when you're done, select safe. Congratulations. We have managed to successfully create our own group and also added some members to it. Let us move to the next lecture and see how to create a role 28. Create a role: hello and welcome back. So far in the course, we have learned how to create a user account, a group, and now it's time to create a role for the same feeling. Excited yet? Well, you should, because we have come from a long way and there is still plenty to accomplish before we start. I want to tell you that there are two types of roles we can create at this time. A global role that can be assigned to all applications and a scoped one that can be assigned to just one application for this demonstration. I want to create a global role, just in case I will be needing to assign it to multiple applications in the future. Okay, so what's stopping us? Well, the thing is that by default, service now remembers that we have worked last time with the training management application, and it has automatically selected it. Therefore, we need to switch to the global application, bear with me and I'll show you everything there is to show in the demonstration. For the time being, open your service now instance, and before everything else as previously mentioned, we will want to change the application from training management to Global. Now in the form header, click on Settings, then go to the developer tab and select the global application. After that in the Application Navigator type in user administration and select the role module. Since we want to create a new role, click on the new button and let's kill in the name field. I will type in training order than leave the elevated privilege option unchecked, as we do not want our members to elevated this role every time they log in and in exchange , we will make sure that only the right user accounts will have this role assigned. Once you're done, click on submit and in the search field type in training order. Open the role form. And as you can see, several new tabs have appeared as an out. Since the role is new, it doesn't do anything, and therefore all the tabs are blank. Our mission for this lecture is complete now, as we have managed to create the training or the role I'll see in the next lecture, where I will assign the same world to our Training Management Support group so that all the members belonging to it will inherit it. 29. Assign the role to a group: Hello. In this lecture, I will show you how to assign the training order role to our training management Support group. By doing this, the member that are part of the group will inherit the same role, saving us out of time instead of manual assigning it to each user. In addition to that, if we decide to remove a user from the group, his role will be automatically disabled. The first thing that we have to do is to open the service now instance then in the Application Navigator type in user administration and select the group's module. Locate the Training Management Support group by making use of the search field done. Open it, scroll down and from the role step select Edit Now from the left slash brackets like the training order role, click on it, then on the right arrow and select safe in order to completely validate the changes. Select update And there we have it. The role has been added to the group to verify the changes even further. Get to the group members Tab, select one and check the roles tab. As you can see, the training order role has now been assigned to Jon Snow. Now you might be wondering. OK, so we have some users, a group and a role assigned to them. But what's the point in this? Well, we haven't worked so much for nothing, right? In the next lecture, I will show you how to assign this role to our training management application so that only the members from our group can access it state and and I'll be seeing you soon. 30. Assign the role to an application: hello and this lecture. We're going to finally solve our little puzzle. Just a brief recap. We have created a user, a group and then added some several other users to it. We have continued by creating a role and ascended to the same group. And it's members, meaning that everyone within the group inherited the same role. Now it's time to move forward and assigned his role toe are custom application so that only the members from our group can access it. So it out for the Radu. Open your service now instance, and type in the application Navigator system definition. From here. Select the application menus module now in the search field type in the name of our application that is training management on click on It. A small note will appear below the form heather, mentioning that we're still using the global application. But this is fine. Just click on the hyperlink here, and we're good to go from the rules field. Click on the edit button and at a training order role from the available column to select it by making is of the right arrow. After that, click on down and then select updates so that we save the changes. Now it's time for testing from the user menu, impersonate as Jon Snow and search for the training management application in the Application Navigator. As you can see, John has access to it because he is part of the group that has the rule assigned to it. Now let's try a different scenario and impersonate as another user and see what happens again from the other men you impersonate as a different user and repeat the same steps. This time, our user constantly application because he's not part of the Training management support group. But if we would have added him to the group, he would have been able to access it as an exercise. Just tried to add him to our group and see for yourself. That's about it for this lecture. I'll see in the next one where I will be introducing you to email notifications 31. Email Notifications: we'll come back and this lecture, I'm going to tell you what are the modifications and their main purpose. If you haven't guessed already, this is going to be a teary lecture, but I'll keep it short and focus on the demonstrations that will follow. Now Getting back to the Learning Part Service now has a cool future coal identifications that is used mainly for sending out email notifications to their and users. For example, whenever a new incident will be raised, the end user or the requested for will receive an automated email from service now, letting him know that there is a new incident open under his name. In addition to that, if the state of the same incident will change and under notification will reach our and use their in box. This was just a simple example oven out of the box notification for the incident application. But our mission here is to customize our own training management application, for which I'm going to show you how to create identification and then how to configure it. House. Seeing the next lecture 32. Creating an email notification: Hello and welcome back in this lecture, I'm going to show you how to create an email notification that will be sent to the Training Management Support Group members. Let's take this scenario for our demonstration and then user were requesting you training. And therefore a new ticket will reach the training management support que so far, so good. But what happens if the members of the group I won't keep an eye on the Q and therefore, Mr Ticket? Well, the answer lies in the demonstration because we will create an email notification for this scenario just to avoid situations like these. Now open your service now instance and typing the application Navigator system notifications. Select the notifications module and then click on you. Since we want to create an you notification in the name field, type in training order Notification Dan, Select the training order table and for the category, select I T service management. We're good with the upper part. Now let's cool down to the went to send tab for our use case. The conditions are simple. We will want to select send one record is inserted or updated, then select both check boxes now at a filter condition and select the option assigned to, and the operator is empty so that it matches. Our requirements were done with this tab. Now let's move to the Who received one on the right part. Next to groups, Click on the locker Aiken and search for training Management Support now added from the list, Then click on the locker again to save the changes. The last tab, What will contain is self explanatory. We will want to create a subject such as new and Assigned ticket, and for the message you can had plain text, just like handing right now. Or, if you're more advanced, you can have some JavaScript code or HTML. Another thing worth mentioning is that you can create a template and save it in case you will want to use it later for a different Or why not a similar notification? We're done creating notifications. Just don't forget to click on, submit to save the changes and also stay tuned for the next lecture, where I'll tell you what I am. Bound action is Andi also show you how it is working 33. Defining an Inbound Email Action: Hello, guys. In this lecture, I'm going to talk about what are the inbound email actions? Onda also show you how to create one based on a given news case. Now, before we jump into the demonstration, I want to tell you a bit about how this works and at the same time, be honest with you about the difficulty of this lecture. Unlike what we went for so far. This lecture requires coding skills JavaScript to be more precise, but not necessarily from scratch, because there are some pretty fine scripts in the system which we will copy and just adjust them for our demonstration. I'm telling you, it can't be any simpler than this Back to the to re part now. I was telling you in the previous lectures that the system can send out email notifications to our users in order to inform them about certain updates under ticket. But what if I told you that this works both ways? Wait, what? Yes, it's true. You can send the most of service now and based on what your email contains the system will Action service not can be configured to either record in action on table such as updating an incident or creating from scratch by taking input from your email. Or it can be simply configured to reply to your email for our demonstration, though I've picked a simple scenario where the end user has received a notification from service now stating that in your training ticket has been created for him. The same end user is a very good friend with Jon Snow from the support team, and he wants John to work on his ticket even though they're good friends. He wants his ticket to be treated with high priority and therefore mentions priority to in the email. Okay, so we've discussed a lot of touring. Now it's time to get our hands dirty and therefore, open your service now instance than typing the application Navigator system policy on select the inbound Actions module. All the records that you now see in this list our existing inbound actions created in the system, and one of them will help us to create our own, open the update incident record and copied the entire script from the action step as an out the use case I have showed you can be found in the description tab just in case you want to read about it further. Once you have copied the script, click on the Navigation Arrow to go back to the list and then click. Can you give it the name, such as updates, training, order, dance like the target table training Order on for the action type Select Record Action now moving to the went to send tab. The only setting we have to change here is the type celeb reply and then move to the action step in here, remove the existing text and pays the script that you have copied from the incident record . Now there are just two things that need to be updated. The table on the role, starting with the line free removed incident table and type in you underscore training Underscore order, and in order to verify that it is working, the name of the table should appear as a hyperlink. Now about the role from the sixth row. Delete I t. A L and replace it with training order, and that should do it. The description tab usually contains information about the action itself on its functionality, in case other administrators will want to change it when you are done, click on submit and there you have it, a fresh new inbounding election for the testing part. I have prepared a special assignment for you at the end of this section, and from there you can play with everything you have learned so far for Nado. Prepare yourself for a short quiz with questions related to this section and the summary lecture. 34. Managing Users and Groups Summary: hi, guys. It makes me so happy to say that we have successfully covered another interesting section in which we have covered so many cool topics. We have started by creating our first user, then a group a role, and after that we have put some sense into it by assigning the role to the group and the application. As if this wasn't enough, we have also discussed and created even notifications and inbound email actions. I know that if you tell someone what you have learned so far, it maybe wouldn't sound too much. But let's be honest here, you know the truth and hold the efforts behind it. Another truth is that this was just another section and there are still others to come, such as the next one called form activities. Thank you, and I'll be seeing you soon. 35. Form Activities Automation: hi guys on Welcome to Business Section, where we will be discussing about form activities and automation. Our main topics are business rules client scripts on script includes. If this term sound like Chinese to you, it's fine how make sure it's going to be just a temporary thing, because I plan to walk you through each topic and then build a use case for the demonstrations. Our scenario for this section is the following. We want our training management application to automatically assign training tickets based on the requested training and the user location. To make it more interesting, we will automate the location field by auto populating it once we have a name in the color field. If you don't remember, we have already created two fields, but we did that for the incident application, and now it's time to achieve the same for the Training management application. It's basically the same thing, but if you don't remember, please go back to the form design lecture. For further information, the first field should capture the name of the user who needs the training and the 2nd 1 information about its location. Now, before we move on, I want to tell you that the entire section requires JavaScript skills, but in order to avoid complicating, it's too much. I already wrote down the code, and we'll make it available for you to download in case you're not that familiar with it. Okay, guys. So now you know what's waiting for us? Let's move to the next lecture and discuss about our first topic business rules. 36. About Business Rules: way. Welcome back. As the name of the lecture suggests, our introduce you to business rules, their definition and purpose. A business role is a server side script that will run when the record is displayed, inserted, updated, deleted or when a table is quarried. We will want to use business rules to accomplish various tests, such as automatically changing values. Inform fields when certain conditions are met. Or we can also create events for email, notification and script actions. And lastly, another cool thing that we can do with business rules is to prevent the users from accessing or modifying certain form fields. Pretty cool, right? Please keep in mind that these are the most used activities, but in reality there are way more options to play with. We're done with the teary I'll see in the next lecture where I'll show you how to actually create a business role. 37. Creating a business rule: Hello there In this section, I'm going to show you how to configure a business rule with the purpose off easing our work by eliminating some of the manual activities one can perform to be more precise. The business rule that we will create will automatically assign a training ticket to the Training Management Support Group and said its priority based on the selected location. Pretty cool right now. Let's see what we need. First, open your service now instance, and before we actually start editing the form, make sure you have selected the global application as it won't work otherwise, since the training order table was created while using the global application to do so, click on the settings gear I can then go to the developer tab and select the global application now getting back to our form, please typing the application Navigator training, management and select the Create new module so that we configure our form. The first thing that we notice is that we lack the location and your Simon group fields hands little, sad them by right clicking on the form header and select Configure Dan form design from the field stab first search for location and then drag it to our list. Repeat the same steps for the Assignment group Field and removed the other fields we do not need for the moment, such as parent and configuration item, by pressing on the X cross mark. Once you are done, make sure you don't forget to click on Save. And after having performed these activities, we should be good to continue with the process of creating the business role in the Application Navigator type in studio and select the module with the same name and wait for the new window to open. Now, instead of creating any application, select the Training Management one and from here, click on Create application File from this wizard, Select server development than business rules and finally, click on Create Give the Business wrote a name such as Training Management, Dash Auto Assignment, then moved to the table field and select training order and also from the upper part. Select the advanced check box, and now it's time for the actual configuration. In the one to run tab, select display, leave the order field as it is with a default value 100 scroll down to filter conditions for the first field select location than the operator is. And for the value let's choose Miami has, we will assume that we have some important end users at that location. Now moving to the actions Tab lets said the functionality of the business role by adding some actions to it. Remember that we wanted our business role to automatically assign a training ticket to our support group and also set a default priority. For this to happen. We need to set the first field as follows Assignment group to Training Management Support group and the second field priority to high click on Submit. And believe it or not, we're done configuring the business roll. Now it's time for the testing part. Typing the Application Navigator Training Management. Click on Create new fill in the fields with some random taxed for testing purposes and leave the assignment group and the priority fields as they are. What we are truly interested in is the location field where we will type in Miami, and once we're done, click on submit now reopened the ticket, and as you can see, the priority has been automatically populated. Along with the Assignment group, which was our mission in the first place. That's it for this demonstration, guys, we have again achieve what we have proposed to just keep in mind that there is an alternative to dis matted that require scripting. But since this is a beginner tutorial and it does exactly the same thing, I wanted to show you the easy way. Thanks for watching and stay tuned for the next lecture, where I will be introducing you to client scripts and script includes 38. Client Script and Script Includes: hello. In this lecture we're going to discuss What are the client scripts script includes and, of course, their benefits. I'm going to start where it client scripts explain what they are. Whitey's them under types. The client scripts will allow the system to run JavaScript on the client side that is on their Web browser when client based events occur. Some examples of these events could be when a form loads after a form submission or when a field changes value. You might be wondering why to use client scripts? Well, to start with, we're going to use them to configure forms or formed fields. I know that we have discussed about this earlier in the course, but this is totally different. What I mean is that by configuring client scripts, you can hide certain fields depending on the user who is accessing it and its role. Or you can simply set of feel to be auto populated based on what the user is filling in the other fields, which is exactly what we're going to do in the next demonstration. Now moving to the client script types, we have the following for unload script, which will run when the form loads before the user even sees it, and this type of script lets you control how the form first appear to the user. Then we have the unload script, which will be used mainly to manipulate of forms, appearance or its content moving onto the on change script. This will run when the user changes the value in any field. Now talking about UN submit script. This one will run when the user will submit the form, and it is very useful for validating the values that the user will enter. The last type of script is called on so at it, and this one is very similar to own change, except that they run whenever the user changes the value of a field in a list rather than a form. We are good with the clients Rectory. Now let us move to the script includes part well. The definition, according to service, now is composed out of free statements. Scripting clothes are used to store JavaScript that runs on the server. Each script includes defines either an object class or a function, and the last eight minute is that we will want to consider using Script includes instead of global business rules. Because script includes our only loaded on request, let us also see some benefits of using script includes by using them. We can avoid ridden and coat. The performance will be improved, meaning faster response time. And lastly, the identification of issues is significantly easier as the functionality is organized into multiple smaller methods. For the time being, I'll stop with the Tour E here, and we'll be waiting for in the next demonstration lecture where I will show you how both plans, script and script includes work. 39. Creating a client script: Hello, everyone. And welcome back to the clients Crib Demonstration Lecture. As the name suggests in this lecture, I will show you how to create a client script that will restrict the special characters to be written in the training name Field. If you're wondering why I chose this use case, well, that is mainly because I will want our training list to appear as clean as possible and leave the special characters for the description field. You never know when you will need to extract a report. And having special characters in the main description will definitely make your life harder . The script type that we will use its called on change. And if you haven't guessed already, this lecture requires Sheva script coding skills. And again, since this is a beginner tutorial, I will spare it from the coating part and will make the actual code available for you as a downloadable resource in order to create a client script. We in the table that exists as an application file, but we do not have to worry about this because we already have the training list table created. Now let's get going towards the creation of the client script. Open your service now instance, and type in the application Navigator studio. Click on the module, wait for the new window to appear on, then click on our application Select Great Application File and from the Wizard Select Client Development, then client script and finally click on Create and this new form. We will configure our script, starting with the name Let's type in special character validation dash training name. After that, let's move to the table field and select training lists for the U I type. Leave the deck stop option selected and for the script type Select on Change. Not is that a new field has appeared in which we will select training name for the description Field described. The functionality of the script, such as this script, will restrict any special characters to be written in the training name Field and will also display a custom error message. Now it is time to pay the co two the script field, a code that you do not have to worry about because you will find it attached to this lecture as a downloadable resource as an out if you're not into coding, I strongly advise at least for now to leave the code as it is, and once you're more comfortable with it, feel free to add any new functionalities to it. Once this is done, click and submit and let's see how it is working in the Application Navigator type in training lists and select the module, creating you. Now let's try to insert a special character in both of the fields, starting with the training description. In here, we can type whatever we want. But if we move to the train name field, we can notice that as soon as we have entered a special character and try to move away from the field, the defined message prompts us that we're not allowed to perform this change. In case you're wondering, this is not just a courtesy message. It will literally won't allow you to type in special characters. Pretty cool, right? Well, the client script has served its purpose. Hand is working like a charm. Thanks for watching guys and stay tuned for the next lecture, where I will show you how to create script includes 40. Creating a Script Include: Hello, guys, and welcome back to the script include Demonstration. Before we jump into the section, I want to quickly remind you that we will be mainly using script. Include when we already have a JavaScript code written and would like to reason it. For instance, in the previous lecture, we have created a client script that will prevent users to type in special characters in the training name field. But what if we had to automate 100 catalog items? Does this means that we have to write 100 client scripts? Certainly not. We can write just the client script include and call the client script from there for our demonstration. I have picked the same scenario as I did for the business role, which the main difference that the business rule will run every time a record is displayed , thus making it less efficient. So I guess we're done with the recap. Therefore, open your service now instance and type in the Application Navigator studio, opened the module with the same name, wait for the new window to open and click on our application. So far, so good. Now let's click on create application file, then server development script include and lastly on Create. Let's give it a meaningful name, like Training Management's You tills and notice how both the happy name and the script code get automatically populated. Don't get too excited. We're not done writing the code. Leave the other fields as they are and just pays the killed that I have prepared for you as a knowledgeable resource. Once you're done, click on submit. And it's the time to congratulate yourself for making the system more efficient and faster . If you want to learn more about this topic and really get into the details, there are some 1500 out of the box script include records provided by service now, and they can be found by typing in the Application Navigator script. Include then, all you have to do is to select the model with the same name under the system definition application. From here, feel free to open any record. Just keep in mind that it is advice to not make any changes, at least till you have the code saved somewhere so you don't accidentally mess up the functionalities of the system. That's about it. For this demonstration, guys, get ready for the usual quiz and the summary lecture. I'll be seeing you soon 41. Form Activities Summary: hi guys on congratulations on successfully completing another interesting section in which we have mastered the form activities. The learning process started with an introduction to form activities including business rules, client script and script include just as we did before, we continued by putting into practice the concepts of form activities with the help of free , complex demonstrations. Thanks for watching and stay tuned for the next lecture where we will be talking about a Sele's. 42. Introduction to SLA: hi, guys. And welcome back to DSL. A section to start with S L. A short for service level agreement, which is a sub process for service level management who also looks after organizational level agreement and under pining contract. I want to walk you through each of the streams but not going to too many details as our focus for the section is going to be entirely on the S L. A part, starting with SLM, its mission aimed to negotiate service level agreements with customers and to design services in accordance with the agreed service level targets. This, I tell process, is also responsible for ensuring that all operational level agreements and under pining contracts, are appropriate to monitor and report on service levels. Asylum process helps in monitoring and managing the quality of services offered by the organization. Now moving to O. L. A cola is nothing else but an agreement between the I T service provider and another part of the same organization. It defines the responsibilities of two parties, and it also outlines the services that are to be provided an example of an oil. A could be when the HR department asks all the other departments to have their time. She's completed by the end of the month. Let us now speak about under pining contracts. This is a contract between a 90 service provider and a turned party. The other party provide services that helps the service provider in delivering service to their customer. A simple example over, you see, would be if you would have a maintenance contract with an I T company for looking after their printers, you could fix them, But in order to replace certain parts, you'd have to go to the manufacturer. That is an under pining contract. And now let's talk about S L. A. That is the part that we are most interested in as we will make use of this fraud. This section de Soleil is an agreement between a 90 service provider and customer, the SL. It defines the I T services responsibilities of both parties that includes the I T service provider and customer as well, and describes the targets of service level Yes, and I should also define the amount of time for a test to be completed, like resolving an incident or fulfilling a service cattle order. If the task is not completed in that time. The sheen cause should be escalated. Congratulations. Now you have a pretty good picture of what DSL A is. And before you ask yourselves, why am I telling you all this? That is because I want to implement one or to escalate definitions to our training management application so that we know when the members of the support group are failing to meet these targets. Think about the flow. A ticket will be raised. Then the user will expect to have his training delivered at some point. Right? Well, in order to set high quality standards, we're going to set the expectations right from the beginning by implementing the S L. A definitions. In the next lecture, I will show you how pretty Find S L. A. Looks like in service now instance. And once you are comfortable with it, we can move to the demonstration. Thank you. And I'll be seeing you soon. 43. Explore SLA Definitions: Hello and welcome back. This lecture is all about exploring s L. A. Definitions so that you make yourselves comfortable with how it works before jumping into the demonstration. For now, open your service now instance than typing the Application Navigator s L A definitions and select the module with the same name, right under the service level management application, the list that has now appeared contains all the existing s allays that were provided to us by service. Now now, select the S L. A definition with the name priority resolution One hour on let's go for the most important fields On the left hand side, we have the name which is creditable, the type that can be either s l. A or L A. Or you see the target. That can be either resolution or response time. The table for which we want our definition to take input from on the workflow, which we will cover later on In this lecture now moving to the right hand side, we have the application that will use this definition the duration type, which can be either a pretty fine time that can be selected from the drop down menu or a custom one personalized by the administrators. For this example, the time is said to one hour as resolving a priority. One incident should be done faster than another incident with priority to. We also have the schedule that is used for even further custom is ations in case we don't want our SLE definition to run after a certain hour, or why not during the weekends. Now, if we scroll down here is where the action actually starts. All the definitions are built on filters, which very from one to another, depending on what we want to achieve to make it fully customizable. The system allows us to play with various conditions, such as went to start, pause, stop or even reset before removed. The demonstration. There's this last thing I want to tell you about SLE definitions. By now you know that they're used for measuring the time spent on a new incident, but that's not all of it. DSL can also be customized to send out email notifications to the person working on the ticket so that they know how much time they have left. Still, DSL a breaches. This can be achieved by making use of the workflow. Let's go back to the workflow field and click on the hazard next to it, a new window will be open and in here we can see a diagram of the workflow that shows the actions it will take Has any diagram. It will start with the begin check box once the clock is counting, of course. And apart from that, you can also see two conditions normal, which means that there aren't any conditions disrupting the timer and repair, which will reset the timer on this will be done mainly by the administrators in case they identify that the SLE definitions have been poorly designed. Now, looking at this Chema, depending on how much the percentage of the definition has increased, it can send email notifications to dear Sign E or his manager in case the S L. A has breached. Thanks for watching guys. I hope that by now you are comfortable with SLE definitions as this was our goal for this lecture and I'll be seeing in the next one where we will apply what we have learned so far . 44. Creating a SLA definition: hi guys. And welcome back to DSL. A demonstration. In other words, by implementing a service level agreement, not only we will easier keep track of how well our agents are performing. But also we will be able to identify which type of ticket breaches the most. For this demonstration. I will want to implement a priority one Soleil meaning that I will want that all the tickets that have priority one to be addressed in four hours or less. Let us see how to do this opener service now instance, and typing the application navigator Astley, select the S L A definition module and then click on you. The left part of the form is quite intuitive. Let's give this s l a name like training order s L A. Then leave the type as it is for the target. Let's select resolution and for the table. Let's choose training order. The workflow field should remain as it is. So let us move now to the right hand side, the application field is great out, meaning that we can apply this s l A for other application as well, then the duration type should remain as it is because we want to manually input a time slot for this resolution. To be precise, the duration should be four hours. The schedule can be 24 by seven, considering that it will be a priority one ticket. And lastly, the time zone source can remain as it is. Let us move forward and configure this definition even further. Scroll down and select the start condition. We will want our definition to start once the ticket is active. It has been assigned to an assignment group, and it's priority is one. Please apply this conditions, and once you already we can move directly to the stop condition because we will ignore the polls. One. As there shouldn't be excuses for priority one tickets for the stop condition. The only filter we should apply is state is close to complete so that the S L A definition stops once the ticket is closed. Once you're done, click on submit and let's test what we have created. Typing the application Navigator training management and click on Create New module. Fill in the fields with some random text for your reference, then said the priority to one. Assign it to our training management support group and click on Submit. Now Reopen etiquette and from the form header right click in it Dancel. A configure and related list from the left slash bucket at Task S L. A. Task and move it to the right slash bucket, Click on Safe and go back to the record at the bottom of the page. A new related list appeared containing information about the time elapsed and left for this ticket till it breaches our pre defined S L. A. That's it for this demonstration, guys, thanks for watching, and I'll be seeing yourself. 45. SLA Summary: way. Hello, guys. We have successfully completed another section in which we have learned about what is a service level agreement on organization level agreement under pining contracts on and the difference between them we have done continued by understanding what our DSL A definitions and when the notifications are sent for the work flows. Another cool thing that we have achieved throughout this section was to create our own s L A. Definition. In order to track the amount of time taken by the support members to resolve a ticket, I'd say that we did learn a lot on Since the learning process never ends, how seen the next section? 46. Access Control List Intro: hi, guys. And welcome back to this new section where we will discuss about a C l, which is short for access control list. My plan for the section is to go for the basics of access control list and explain you what they are their purpose and lastly, how we will be implementing them toe are training management application. Apart from that, we will also talk about the components of an access control list and the evaluation process . After we will finish with the to re part, the demonstration will follow as you are already used to. Now let's talk about the use case I have picked for this section so that everything becomes clearer for you. Please pay attention to it as it is quite complex. Before we start, I wanted to meet the persona that will guide us through this year's case the end user, the Training Management support members and the Training Catalogue Administrator. Going back a few sections, we have created a training order table which the purpose of holding information about all the training tickets. In addition to that, these tickets should also mention the training name, the thing that at the moment we do not have for this. We need to create a new table called training list so that the user knows what he will be requesting. Apart from the training order table, we also created some users a group, a role on den agree that they will be working on these tickets. As I was saying earlier, I want to create a new table that will hold information about the training names because in a real organization there are members requesting various stuff cold and users humblest agents, which we already have on catalogue administrators, which we lack. You have to understand that we need these catalogue admits, because someone needs to maintain the training list up to date for the end users. Now the fun part follows the new table that we will create should communicate with the training order one. But since you are going to also create the catalogue admin, we will want to support members to have only read access to the new table so that they don't mess up the training list. Okay, my intention was not to confuse you. I'm sorry if I did that, but to make it a long story short, we need access control lists to restrict the level of access to certain data. For our scenario, the members of the Training Management Support Group would have access to the training list table only at a read level and the cattle gather. Mons will have full access so that they can create, update or remove training modules. If you still have questions, don't worry, because I'll be going through everything that I have mentioned again in the demonstration lecture. For the time being, I'll stop here and I'll be seeing in the next lecture where we will talk about the components of access control list and the evaluation process. 47. Access Control List Components and Evaluation process: hi guys. And welcome back in this lecture. I'm going to walk you through the access, control its components and then discuss about the evaluation process. The access control lists are nothing else but security rules, which control the users access to daytime system tables. To be more precise, D access control lists to rules restrict access to the entirety boats or to individual fields within a table. If an actress controllers is in place, the user will have to pass certain requirements in order to interact with the data. As a note, the security matters for access control list is called Contextual Security. Now let us see the components and then discuss about their functionalities. These are object operation and permission. On object can be a record that contains data in a table, a client, gullible script or a processor. It is an unique value and identifies a particular field, the table or a record on example of an access control list. Apply turn Object could be securing the training list able entirely. Now let us talk about operations. This is a valid action that the system can take on a particular object. For example, I don't want to secure the entire training less stable but rather preventing certain users to create in your records on it. And now, speaking about the last component, this one is called permission. And what it basically means is that the user should pass all the permissions given in the access control to obtain access to the object and the operation. The permission settings can be modified by security administrators, but we will see how this is done exactly in the demonstration. We're done with the components. Now let's have a look at this flow chart and understand how the evaluation process works. The user will start by trying to access an object or perform an operation, and therefore request access. The system will check if there is any existing access control list in place for the object or operation, and if there aren't, it will automatically grant access to it. If, however, there is an access control list, it will check what kind of permission is required to access the object and operation. After that, it will evaluate all the free conditions, and if the answer is yes, it will finally grant access to the object or operation. If the answer is no to at least one of the conditions. It will instantly denied the access. That's all in terms of teary guys. I hope I've managed to clear queries, and in case I haven't hopefully not. Please bear with me as I will go through everything that I've mentioned again in the next demonstration lecture. I'll be seeing you soon. 48. ACL Demo: Hello, guys on Welcome back to this demonstration lecture in which I will show you how to create and configure on access control list with the help of a very well chosen use case. While we're at it and speaking about the use case, let me present it for you. So far, we have created a user, a group and two tables. Remember the training order and the training lists. Each table serves a different purpose. The training order is used for working on the training tickets, and the training list should hold a list with all the training names. Since these tables are supposed to do different things, we also need different users to work with them. We already have an assignment group and some users created to work on the training order table. And what we so far lack is a user that will create and maintain the training list table. Needless to say, this is the first thing that we will do. Create a user account, open your service now instance and type in the application Navigator User Administration and select the users module from here. Click on the new button located on the title bar and wait for the user form to open. If, by any chance the user i d is great out, this is not a normal functionality, as we need to set an unique user, I d. To fix this, simply street your browser to Firefox or Internet Explorer. Now getting back to our form set a user I d, such as training, admin and only filling a couple of important fields to avoid losing time. As for myself, I will fill in the first name the last name. Set a password. Check the password needs reset check box and, lastly, an email address. Once this is done, click on Submit and we can proceed further with the demonstration. Click on top off the user menu and select elevate roles as we need high security access to create or delete an access control list, select the security, underscore admin check box and click on OK now typing Application Navigator studio and select our training management application. We can notice in the Application Explorer that there is already an access control lists in place. In case you're wondering, this was added by default when we firstly created the training list. Table also noticed how they have similar names except the ending, which marks their functionality. Let's open the 1st 1 with the word delete between perent is's and see how it is configured . Let me read it in English. This access control list will allow any user who fulfills the describe criteria to delete one or multiple records from the training list table. How do I know this? Well, it's simple. The type specifies which perimeter is being targeted. The Operation field speaks for itself, and the name is nothing else but the table toe, which oldest will be applied. Now, if you look at the bottom of the page, we have the conditions which in our case is the road to make it simple. Any other who have the training order role will be able to delete a record from the training list table off course. We can configure this even further by selecting the check box advanced, and we can benefit of typing our own script. But for now, we will keep it simple and just play with the rose as I don't want to overcomplicate. Thanks Now getting back to the role part the training order role. If you remember correctly has been assigned to the Training Management Support group, meaning that all of its members can delete records from the training list table, which we obviously do not want. What I want to achieve there is to allow only the training administrator that is brand Toby able to modify this table and for the others, leave the read write assigned for this to happen. Remove the training order role by clicking on the X Cross mark and create a brand new one that will be assigned only to detaining administrator. Double click on the blank field done on the magnifying loop and on you filling the only mandatory field marked by an Asterix with a meaningful name such as training lists, Roll and then on submit Now that he. So how is it this was? Repeat the same steps for the right and create access control lists. We now have left the read access control list, for which we're going to leave the training order role, but at the same time, also at the new one that we have created by selecting it from the list, it is now time for testing. Go back to the home page and make sure you are logged in as a system administrator after that. Typing the application Navigator Training Management. Select the module all under the training list, hoping that you have created at least one record and if you don't quickly create one. The purpose of this test is to show you that as an administrator you have the delete option on the form bar, whereas if you impersonate as John Snow, who only has a training order role assigned and hands does not fulfill, the access control is criteria. You will be able to view the record but can't update or deleted, and nor you can create another one. Poor John. The access control list works just fine, but we're not done yet. I want to create a new one from scratch with the purpose of allowing only the training management support group members to create training orders and restrict others, such as a training list administrator, to modify the records. Before we do that, though, I want to associate the role we have created. Two brands account as we will need it in the upcoming moments to do so. Typing the application Navigator User Administration, select the user module and look for brands account, open the record, scroll down to the role step hit at it and add a role I was mentioning about Click An Update. And before we go on, we must again elevated a security underscore admin role after that typing application Navigator studio and select our application. Once you're here, click on Create Application filed. We will actually want to create for application files, and these are create, read, write and elite. In order to proceed to the process of creating this file, select the create application file option than access control again access control and create. Now, starting with a creed option, we will want just the members of the Training Management Support group to create tickets. Therefore, for the type Select Record operation should be create Tick Death mean over a check box and for the name, select the training order table. We also want to had the required role for it. Hands click on the blank field and look for the training order ro validated and proceed to the next one again. Click on create application file and repeat the same steps till you get the operation part . This time, we will select read. And the only difference between this access control and the previous one is going to be that this time we will also allow the training administrator to read the training order records. How do we do that? Quite simple. Apart from the training order, role will also add the role associated with his account, the one that start with X. Remember? OK, we have two more access control list to configure right on. Delete. These operations are exactly the same as for the create won t only feel that will differ will be, of course, the operation. The road that should be added is the training order one. Therefore, please repeat the same steps for this, too. And once you are done, click on submit and get ready for the testing part. Before we do this, there is only one more thing that is missing that is, to allow Brand to access the application and it's modules. At this time, he can only access the tables with his define rights, but not the application. So from the Application Explorer, select Training Management under navigation and add the role associated to brands account. Now go back to the home page and impersonated brands account, typing the application Navigator training management and try to create a new training order . No can create one, and that is because we have successfully configured the access control lists. Now try to create a record from the training. Let's table success. This time it works. When you're done playing with brands account, impersonate to John's One and try the opposites. Create a training list record and the training order. One should work the opposite way, but just with this more remark while trying to create a training order. Only two fields are creditable. This fields are working because, unlike the others, we have created them from scratch with the help of form configuration. The other fields have separate permissions behind them as they actually belong to the based table task, which extends the training order table. So in just a few words, we need to add another role to our members. Now that we know why this fields are great out. Let's see how we can fix this very simple, just and the impersonation. And while logged in as the administrator, typing the application Navigator User Administration and select the group's module from here, look for the Training Management Support group. Scroll down to roles and add the I T. A role next to the training order. Don't forget to click on Save, and after that, impersonators jumps now and try to create a new training order. This time it is fully functional, as we have added a vital role, which was mandatory in orderto work with this fields associated with the task table. Thanks for being patient guys. I know the lecture was longer than usual, but I simply had to walk you through the concepts of access control lists, and hopefully I have managed to shed some light on this topic. If you consider that there are still unanswered queries about it pleases the Q and A section, or just send me a private message. Whatever works best for you stated for the next lecture, and I'll be seeing a sin 49. ACL Summary: congratulations. You have managed to successfully complete another section in which we have discussed about what are the access control list and their purpose. We also spoke about its components so that you know what they are securing and then moved to the evaluation process, which helped us to better understand how the access is being granted or denied, as in any other section, we also got our hands dirty by going through a very complex demonstration in which we created a new table, a user group, a role and then an access control list so that we have the puzzle complete. That's about it. For this section. Stay tuned for the next one where we will talk about the service catalog. 50. Service Catalog Intro: hi guys. And welcome to this new section where we will discuss about the service, catalog and work flows. The service catalog topic is complex and in order to avoid creating a long lecture, I have divided it into Kettler categories, catalog items and variables. Needless to say, all of these lectures will be followed by a demonstration related Torrey S case. In the previous sections, we have created a new persona that is the catalogue administrator who is responsible for maintaining the training list. Table updated. We also created a special role for him and configured an access control lists to prevent other users to modify the content of the same table. Our scenario for this section is the following. We have two new joiners in the company. One will help the catalogue admin and the other will join John Snow toe work on the tickets . They have completed their trainings and now want to fulfill their job but lack the required accesses. Since they aren't in the same physical occasion with the others, they will want to request the role via either email or service. Now, of course, that we will ignore the email option as I'm showing you health service now works, and in addition to that, it's more efficient because by using service now to request something you can later on track for how many times that particular item has been requested. Given the fact that you now know what we want to achieve, let me tell you a bit about the service catalog. It is basically an ordering system for I T products and services that an organization offers to its customers. The service catalogue contains products like hardware, software, deck stop, Mobil's or office supplies. When a user requests a service or orders an item from the service catalog. A series of activities will be performed by various peoples and groups to fulfill the request. These activities can be specified in the workflow while creating a catalog item, but we will talk about it since more details in the workflow lecture, let us not discuss about the service catalog categories. The products and services in a catalogue are organizing two categories. Categories have parent child relationship, in which a parent category has one or more child categories. To find a specific item, the users will have to navigate through categories and lastly, a security related note categories can be created and configured by administrators, and they can add catalog items to them now moving to the service catalog items. The service catalog consists of a collection of discrete catalog items. A catalog item can be either a service or a product and less but not the least. A catalog item can be ordered. We have now reached the last topic of this section, called Service Catalog Variables Service. Carol Variables provide details about the choices which the customer can select while ordering a catalog item. For example, a variable cold hard disk can be defined for a computer so that the users can select the amount of storage needed. The variables can be defined in a way that is going to affect an item price, depending on the choices made. Feeling excited yet? Well, you should be, because that's what this section is all about. And trust me. By the end of it, you will master the service catalog and the workflow. I'll see in the next lecture to discuss about the workflow 51. Workflows: hi, guys, and welcome back to the workflow to re lecture. The main purpose of work flows is to automate the process of requesting something, whether that something is a piece of hardware, softer role or a meeting room, you can configure a workflow to automatically accept to reject or send notifications to pretty find. Approve er's. In other words, we will use work flows to automate the sequence of activities. If this hasn't convinced you yet, wait till you see how is it is to create a new one from scratch or modifying existing won With the help of workflow editor, I want you to have a picket it and get used to its venue before we create one in the demonstrations that will follow before this to happen. Open your service now. Instance Andi typing the application Navigator workflow and then select the workflow editor module. As you can see, a new window just open and even if it's a lot of data in the list, don't worry, because Biden of the lecture you will know exactly what this list is all about. In here we have six elements to play, which these are published, checked out how new workflow work flows and core. Starting with published, this list will display all the existing were Flows created in the system and checked out, which shows only the work flows that the current user has selected on. Interesting note to remember would be that you cannot edit a published workflow but rather have to first select checked out. And only after that modifications can be done next to these two options. We have helped that contains training documentation related to work flows. In case you want to get familiar. It's the topic even more. We also have create new workflow, which we will also do, but at the right time. For now, I don't want to rush into it as it will make more sense to combine it with the use case and the service schedule. Look item and now approaching to the end of the lecture. We have two remaining tabs Work flows, which includes both published and checked out work flows and core, which will recommend a set of activities based on the selected workflow. That's it for this lecture, guys, I'll see in the next demonstration one where we will create our first Service Carol category 52. Creating a Catalog Category: hi guys, and we'll come back to this demonstration lecture where we will learn how to define a catalogue category. We will need to create one as service now stores the catalog items in categories for a better organization. The first thing that you want to do is to open the service now instance and then typing the application Navigator maintained categories. Select the module with the same name, and you will now see in the content frame a list with out of the box categories provided by service. Now we want to create our own. Therefore, click on the new button and let's start filling in the form for the title typing, training, management access and for the catalogue choose Service catalog. Leave the other fields blank and for customization purposes, let us add a text a picture by clicking on the click to add link. Just keep in mind that it has to be at its more resolution, such as 80 by 80 so it doesn't look weird. After that, we're get to move to the next step. Therefore, click on Update and let's at this category to the service catalog in the application Navigator type and self Service Select Service catalog and then click on the plus I can located on the upper right corner from this list. Look for our newly created category, and after we have found it, click on add here. As you can see, our category has been added to the service catalog home page. The only thing that it needs is a catalog item so that it actually does something that's it . Interested this demonstration. Guys stay tuned for the next lecture, where we will create a workflow, one or two catalog items and some variables. 53. Creating a Catalog Item, Variable, Workflow: Hello and welcome back to the catalog items. Variables on Workflow Demonstration Lecture. In the previous lecture, we have created a category related to the training management application, and now it's time to go the extra mile and continue with the rest. Basically, in this lecture, we will create an item with the name access to training management application, then variable, which will specify to which group the access is needed. And lastly, we will create and configure a very simple workflow to automate things, and thus is our work. We will start by opening the service now instance and typing the application Navigator. Maintain items After that, please select the module with the same name under the catalogue definition application and wait for the countin friend to load. The list, which we now see, holds all the caroling items that have been prettified in service now instance. But we can't make use of any of them, so let's click on the new button. The first thing that we will do is to fill in the name field with the text access to training management and then continue with a catalogue to unlock the field, click on the locker and look for service catalog. The category should be the one we have previously created, therefore selected, and leave the other fields as they are now moving to the bottom of the page. Fill the short description field with the same tax from the name field. In case you lack imagination, as I do now and for the short description field just in memory, the roles available off course. This is just an example. If you want to change this, feel free to do so. Now. Let's move to the next tab and click on the magnifying loop next to the workflow field so we can create one of our own. Click and you give it a name such as training, management, access, workflow and then on Submit. The workflow has been created, but it doesn't do anything. Hands. Let's click on the Hazard Aiken to start configuring it. A new window will open, and in here we can see a super simple diagram toe, which we will add just two more steps identification and an approval task, starting with identification right click on the page and select Add core activity. Look for identification done. Select it. Give it a name such as notification for the admin and let's move to the address part. We will assume that brand would be responsible for assigning the rules hands. Let's add his user name there, then moved to the message part for the subject. Weaken type in access has been requested and for the body message something like Dear admin , please check of the requester needs to be added to this group or not. We are done with identification. Now let us click on submit and also add on approval task from which we will enable Brand to accept or reject the request. Again. Right click on the page. Add another core activity, but this time look for approval. Dash user typing the name approval task live the went run field empty as we will leave it to brand to evaluate which user should benefit or not off being part of the Training management support group. Add Brand to approve ER's again and leave the other fields as they are, as I don't want to complicate brands life with too many conditions or schedules. After this is done, click and submit, then invalidate. Wait for the new window to open and click on OK, close the window and let's continue with our catalogue item as the workflow has been created and configured, the next tab is called Picture, in which you can configure both the ICANN and the background should in it. So we didn't have a pricing tab, which applies for different kind of items such as hardware or software, but surely does not apply for our use case. The Last tab has some settings related to the portal, as its name suggests, but the default configuration works for us. Hence, let's click on submit before we move on to the testing. I told you that we're going to create a variable to, therefore reopened the catalog item record and scroll down two variables. Clicker new and for the type select multiple choice in the question field type in what kind of role do you need and please notice that a soon as you click on tab or on a different fields, the name will auto populate, click and submit and reopen the variable toe. Add the possible options at the bottom of the page. Please notice that a new related list appeared so scrolled down and double click on the empty fields for the first option, type in training, management support and for the 2nd 1 type in training lists. After that, click and update and let's get back to the service catalog and see the results. Select the training management access category, then our item selected variable and click on order. Now, as soon as you do that, a new request will be created and the workflow will start by sending brand to emails identification and another one in which he can approve or reject this request. That something, isn't it? Thanks for watching this interesting video, guys. I hope you liked it. And don't forget to flood me with your questions in the Q and A section. 54. Service Catalog Summary: Hey, you there! Congratulations. You have passed the service kettle X section in which we talked about work flows, the type of work clothes, their utility and then showed you how to create one with the help of the workflow editor. In the same section, we discussed about Carollo categories, items in variables, and after discussing long enough, we also moved to practice. Don't forget to finish your assignment, and I'll be waiting for you in the next section where we will talk about reports and dashboards. 55. Reporting and Dashboards - Intro: Hello there. And welcome back. This section is all about dashboards, widgets and reporting. You can think of a dashboard as being your personal home page for the service. Now, instance, service now provides out of the box dashboards, and since it is so customizable, its allows you to also create one of your own on this home page that you will create. You can select to add widgets that have report data behind it. And since we are talking about reports, you can generate whatever report you may think of by selecting an existing one, or choose to create one from scratch that can be exported as pdf Excel shared with others or even scheduled for being sent on a regular basis to certain users. Our mission for the section is to create a new dashboard for the upper management, who will monitor the priority one training tickets and a report that displace the unassigned Open training tickets. This should be a piece of cake. Therefore, how will be waiting for you in the next demonstration lecture where we will start by creating our first dashboard 56. Creating a Dashboard: hi, guys. And welcome to the dashboard tutorial where I will show you how to create a new dashboard for our training management Support group members hands not only after creating the dashboard. We will also add a widget to it so that we completely understand how the dashboard and the widgets work. Open your service now instance, and in the application Navigator type in dashboards. Select the module with the same name under the Performance Analytics application. From here, click on you and let's start filling in the form, which is quite easy because the only field we need his the name so typing training dashboard. And once you are done, click on Submit. Now it's time to add a widget or dashboard, but since we haven't created any reports yet, we will add a random one till we create one of our room. We will actually do that in the next lecture, and I promised to get back to this part and at the report that we will create to this dashboard. For now, though, I wanted to show you how this functionality works. So click on the plus Aiken and from the list select reports and then open Priority one incidents. Let us go back to the home page and change the default view from home page to dashboard. In order to do so, click on the settings gear. I can select the general tab and for the home option, choose dashboards. Close the window, and you should now see the dashboard with its widget as your home page. Thanks for watching and stay tuned for the next lecture, where I'll show you how to create a custom report related to our training application and then edited this dashboard. 57. Creating a Report: Hello on. Welcome back to this demonstration lecture where I will show you how to create, share and add to the dashboard two different reports. The first report will target the incident table and the 2nd 1 the training order. Open your service now instance and typing Application Navigator reports Select the module. Create New Under the reports application. This is the place where it all happens. But before we start, let's briefly discuss about the first year's case, starting with the basics. Every report needs data. That's why I chose the incident table first because it has plenty of incidents created. We will want our report to display all the incidents that have the priority said to one and are currently unassigned. Now, how do we achieve this? Well, with the help of the reporting application, we can extract every data you can think of that is stored in your instance. Let's start by flinging the name I and C Dash be one unassigned. The search type should be table and for the table field Select Incident. Click on next and let's add our filters. To do so, click on the condition builder and select Priority is one and assignment group is empty before we click on next. I would like to tell you that if you find yourself in need for a fancy presentation, you can also choose to export this data in a graphical friendly way by choosing one from the left hand side. This is not our case, though. I just wanted to tell you that we can achieve this as well. So let's proceed by clicking on the next button in the configure tab. As its name suggests, we can configure the report even further by adding new columns to it, or choose to grew by a certain field for the demonstration purpose. I will add a random column to it and select two grew by a Saini. Once this is done, we have to click on Run to reflect the changes. Now we have our report. Let's say we want to share it. The first thing that we have to do is to click on safe, wait for the confirmation message, and after that click on share, the first option share lets you select which users or even groups can view this report. The 2nd 1 schedule is quite interesting because you can actually configure this report to be sent at your convenience to certain users. Trust me, this is very useful. Not only you can choose the recipient list and the time, but you can also select the version in which these users will receive the report. The third option lets you at his report to an existing dashboard. In our case, the Training Management one. We won't add this report because it is not relevant to our application, but we'll add the next one. As it makes more sense. The first option is quite intuitive. It will generate a Pieri, a version of this report and also lets you choose between a downloadable version or a Nemo sent one. The last option, called Publish, if selected, will generate a link that will allow external users that don't have access to the instance to view or download this report. We're done with the first report. Now let's go back to the Create new module and start building the training management related report in the name field typing unassigned training tickets again, select the source table and for the table field. This time we will select training order. Now, if you have any difficulties in finding the training order table. It means that you're using the wrong application. Therefore, switch the application from training management to global, or vice versa. And if the issue still persists, also, try changing the browser as this can be a problem, too. I hope that this is not your case, So let's get back to a report. Click on next, then on the condition builder Aiken. And let's add only one filter giving the fact that we do not have that many training tickets created. If you don't have any training to gets created Adul, this means that you haven't made your homework and you need to create a couple of them before you go on. Now, assuming that you have several tickets created on the training management application at the condition short description contains, I t. A. L is going to be in my case and for your example, type in the most common word founding the short description for your tickets. Now it's time for the result. Therefore, click on run handle. We have it the list with all the tickets containing i t. A L. In the short description. Once this is done, click and save and let's add is report to our dashboard, click on share, then add to dashboard, select the training dash port and then new tab. As soon as you do that, you will be redirected to the dashboard and notice that the new report has been added there . I hope you like this topic. Franks were watching and let me know if you have any questions in the Q and A section. 58. Reporting and Dashboards Summary: Hello there. I want to start by congratulating you on successfully completing another important section in which we have covered some pretty cool topics. We have started by creating our own home page. That is a dashboard. If you don't remember the term, then we've added some color to it by making is of the widgets future. And lastly, we have also created and run our custom report. Thanks for watching and being patient on this learning process. And also remember that there are still a couple of lectures to go through so statement and I'll be seeing in the next section. 59. Knowledge Management Intro: hi, guys, and welcome back to these new section where we will discuss about knowledge management. Our main topics are knowledge base and knowledge articles. We will start, as always with the teary and continuing the practice by showing you how to create a knowledge base and an article, then, lastly, show you how to retire a knowledge article. First things first. Let's talk about knowledge management and its role. The service now knowledge management application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self help, troubleshooting and task resolution. Knowledge management also supports process for creating, categorizing, reviewing and approving articles. Users concert in brows, articles as well as provide feedback for the quality of the same. Now in English has in any organization whether it is an I t company or a junk yard. As an employee, you will need instructions to fulfill your daily tasks. Back in the day, These instructions were original paper, but now we're living in the digital era, and we should make use of it. As I was saying earlier, service now has its own knowledge management application, which you can think of as a virtual database that holds all the information you need to address your issue with the help of knowledge articles. Off course changes might appear along the way, so we would need to update the articles. But rest assured, this can be done, and I'll show you exactly how this can be achieved. The main thing to remember is that in a big organization there is a dedicated persona performing these activities. And the name of it is knowledge manager quite intuitive. Right? Well, now we have a very good idea of what the knowledge management application does. So let us meet in the next demonstration lecture where I will show you how to create a knowledge base. 60. Create a Knowledge Base: Hello on. Welcome to this new demonstration lecture where I will show you how to create a new knowledge base, add a knowledge owner and manager to it and then explaining the difference between them. Let's not lose any more time with instructions and open our service now instance in the Application Navigator Type in knowledge and select the Knowledge Basis module. The list that we now see in the content frame contains out of the box knowledge basis provided by service. Now our mission is to create a new one. Therefore, click on you and let's fill in the form. Give the knowledge base the name by filling in the title field with training knowledge, then lived the article Validity Field blank as we don't want our articles to expire, but rather to be retired manually for the following free check boxes. Leave them unchecked because we want to continuously improve our knowledge base by taking into account comments and suggestions. We have finished with the left part. Now let's move to the right hand side and choose an owner for our knowledge base. Click on the magnifying loop on Select a user from the list. This person, Eileen Modern is now responsible for the training knowledge database and can add or remove knowledge managers with the purpose of creating or retiring knowledge articles. Now in English, the owner is the top level for the knowledge base, while the knowledge manager is added by the owner to perform administrative tasks for the sake of the demonstration. I will also add a manager by clicking on the locker Aiken, then on the magnifying loop and select a random name from the list. The publishing retire Work flows should remain as they are, since they are already configured to do what they're supposed to. It is not the time to add a description for the knowledge base, such as training instructions for the employees, for the default knowledge field values. Let us select your description and add training in the next field so that our knowledge basis quarried once the agent will start filling in the short description. This is actually a cool feature because if there is a match between what he's writing in the short description and the existing knowledge articles, the article that corresponds the most will be recommended below. Don't forget to click on Submit and you will be returned to the previous page, along with some confirmations, mentioning that some of the roles have been added to the owner and knowledge manager. That's it for this demonstration, guys. We have created our own knowledge base state and for the next lecture, where we will learn how to create and retire a knowledge article. 61. Creating and Retiring a Knowledge Article: Hello guys and this demonstration lecture. I'll be showing you how to easily create a knowledge article and then retire it if you're wondering why to retire knowledge article Well, this is a common scenario for a product or a training in our case to no longer be supported . Enhance. We do not need to offer support for it now. Without further ado. Open your service now instance and typing the application Navigator knowledge. Select the Create new module and lets start filling in the form. Leave the number as it is, and for the knowledge base. Let us select our own base, which we have already created. Training knowledge Leave the particularly fuel blank. And for the sake of the demonstration, let's add a random validity date and leave the other fields as they are. As an out the default article type is set for HTML. The initial workflow face is draft, as this is a normal functionality. The workflow field actually refers to the State of the Knowledge article is currently into , but we will see how this unfolds along this demonstration. The attachment link lets you download the article instead of opening it in another window and the display attachment option will show any attachments that are available for this article. We're not going to add any attachments for this demonstration, so let's move to the short description and your article body. How liver to your imagination to provide whatever instructions you might think our relevance, the training Knowledge base. And as for myself, I would type in training request for the short description and for the body article. In order to request the training, all employees need an email approval from their direct manager attached the ticket. Once you're done, click on Submit, and we will want to move this article from the draft state to published. In order to do so in the Application Navigator, type in my knowledge articles and select the module with the same name. Now click on the knowledge article we have created. Open it on click on Publish. It was this easy to publish a knowledge article, but please keep in mind that in real life, the work flows are usually more complex and included least one more step where the knowledge manager or knowledge owner have to approve the article in order to be published. Now it's time for testing in the application Navigator typing knowledge and select the module with the same name. Under the self service application. In the content frame, we see a list with the existing knowledge bases, select hours and click on the knowledge article. From here, we can rate comment or evaluate the quality of the article pretty cool right now that we have published it, let's say we want to remove it in the application Navigator Typing, published and select the module with the same name. Under the knowledge application opened the form of the knowledge article we have created and from the form header click on Retire. Now, if you go back to the self service knowledge, you will see that the article disappeared from the list as a note. The same thing that I have told you about the configuration of the workflow while creating an article is valid from retiring it. Thanks for watching this demonstration. Guys stay tuned for the next quiz lecture where you will get the chance to evaluate your knowledge by entering a couple of questions related to this section. 62. Knowledge Management Summary: congratulations on successfully completed another section in which we have learned the basics of knowledge management. We have started by creating a knowledge base and then at it an owner and a knowledge manager to it. After that, we have continued by creating a knowledge article, thus making sure that our users have t adequate instructions. And in the end, we learned how to retire the same knowledge article. I'd say that this section was quite productive. Thanks for watching, and I'll be seeing you soon. 63. Course Summary: Hello guys on Thanks for saying by my side for all discourse. This is not the classic summary nor the usual Goodbye. Because even though it might appear as the last lecture, I'm telling you that I have big plans for this course and keep it updated. Just keep in mind that as I'm recording this video, I already have in my mind to more topics that I will add to the course later on. And while we are discussing about new topics, if you have any topics that are related to service now in your mind and would like to learn about them, just drop me a message and maybe we will make it happen. For now, it's been a long journey. Could have been even longer, but I wanted to focus on the basics first and get you introduced to the service Now world on a different note. If you have any unanswered queries, please do not hesitate to message me or make use of the Q and A section. Lastly, please don't forget to read the course as it matters more than you imagine and stay safe till we meet again.