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Introduction to Users, Groups and Roles in ServiceNow

By: GlideFast

With Lorena Villanueva

In this article, we will cover the basics of creating users and groups, as well as assigning roles for access within ServiceNow. The steps spoken about in this article are in the Paris instance, but the general steps are applicable to prior instances as well. At a high-level and referencing ServiceNow documentation, users are individuals who have access to the system.

Groups are sets of users with a common purpose and roles that allow access to features within your organization's instance. For example, today we are going to create a new group that will be handling incidents. Along with that, we will create a new user and assign their rules to allow access to jump into our developer instance as an admin.

How to Create a New User

Today, we are going to focus heavily on the user administration application menu. To begin, we're going to take a look at how to create a user, which is essential to using the features within ServiceNow. To create a user, we navigate to the user's module under user administration, selecting the module will show us all records of users in the instance. We are going to add a new instance by selecting the “new” option.

Once we do this, we are brought to a form where we can create a new user record. When you record the name, that person, by default, is set to active; setting them to inactive would not allow for that person to access the system. After creating the user record, we can see that neither roles nor groups are assigned to them. This then means we’ll need to put this user in a group whose purpose is to have incident access.

How to Create a New Group Record

If you take a look at the group’s module, and there isn’t a group that will suit your needs, a new group must be created. After selecting new, you will be brought to a form to create a new group record. You will then have to name this group; for example, it can be named incident response. Next, you must set up a manager for the group as well, and from there we know that our group has been created and that they will need access to incident records. Our next step is to add a role to the group record we had just created.

How to Create a New Role

Earlier we mentioned that the roles allow access to features within your

organization's instance. Looking at the related lists of the group record, we notice that there are new roles assigned to the group. To add roles to the group, we must select edit. From there, we're brought to a screen where we're given a list of all roles in the system. In this case, we are going to look for itil . We will assign the role to the incident response group. Doing this will allow for users in that group to have access to all incident records in the system. As an admin, you would be looking at our new group record. Now we're ready to add someone as a group member. By selecting edit, we're brought to a screen showing all user records in the system.

When one has been removed from the incident response group, we note that their user profile has been updated. There will no longer be a group associated with their record, and after removing them from the incident response group, the inherited roles have also been removed. As best practice, it's recommended to assign roles to groups, rather than to users. This saves you the headache later on down the line when you need to either add or remove roles to multiple users at once. Although it is possible to add roles to a user, we want to make note that assigning users to groups, allows users to inherit rules based on the groups that they are assigned to.

How do Roles Operate

Taking another look at how roles operate, it was mentioned that roles allow access to features in the instance. Assigning the itil role to the incident

response group gave the members access to the incident records, but what

about the manager of the group? The manager is assigned to the incident management group.

In the group record, we see that roles have been assigned to the incident management record, one itil and the other ital admin . We recall the itil role allowed the incident response team to view incident records. The itil admin role also has access to multiple applications in the system. When selecting the all module under instance, they can view all incident records. Even when opening an incident they too can modify, update, and resolve instances. However, since they are the manager of the organization, they have been given the additional functionality of a delete button. When we look at the incident management group, there were two roles assigned both itil and itil admin . The added role of itil admin , in this case, now has the additional capability of deleting records if necessary.

Digging Deeper into Roles

ServiceNow does come with out-of-box roles, which allows access to the available modules in your instance. However, there may be instances where

you'll need to create custom roles for your applications, in which case you are certainly able to create new roles, just as you would new users and groups. This may be on a subscription-basis, so be sure to contact your ServiceNow Sales Representative to see what options are available for your organization. To summarize, users are individuals who have access to the system, groups are sets of users with a common purpose, and roles allow access to features within your organization's instance.  

Did you find this Introduction of Users, Groups and Roles in ServiceNow article helpful? Are you ready to start your journey with ServiceNow? If you want to find out more information about GlideFast Consulting and our ServiceNow implementation services, you can reach out to us here .

About GlideFast Consulting

GlideFast is a ServiceNow Elite Partner and professional services firm that provides tailored solutions and professional services for ServiceNow implementations, integrations, managed support services, application development, and training. Reach out to our team here .

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Handling Assignment Rules in ServiceNow

In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:

• Assignment Lookup Rules
• Assignment Rules

Assignment Lookup Rules:

This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.

Assignment Rules:

This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.

Following are the steps for defining the assignment rule:

• Navigate to System Policy -> Assignment -> New

• From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
• Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.

If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.

Distinguishing Factors between the Data Lookup Rules and Assignment Rules:

Precedence among the assignment rule and business rule:.

In certain circumstances, the business rules gain precedence over the assignment rules.

The business rules and assignments rules run in the following order:

• All the ‘before record insert’ business rules having order less than 1000.
• First and foremost, assignment rule with lowest execution order and matching condition.
• All the ‘before record insert’ business rules having order more than 1000.
• All the ‘after record insert’ business rules.

We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.

Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.

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• Create a new choice
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• Remove a Walk-up Experience location
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• Use Agent Assist to expedite Walk-up Experience fulfillment
• Work on Walk-up interaction
• Create an appointment through incident
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• Plan your visit
• Walk-up Experience dashboard overview
• Book an appointment at a Walk-up Experience Tech Lounge
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• Components installed with ITSM Agent Workspace
• Viewing incident details and your incident tasks in ITSM Agent Workspace - Standard landing page
• ITSM Agent Workspace landing page
• Activate ITSM Workspace Landing Pages – Premium
• Set the default landing page
• Add field or related list to a workspace form
• Create an interaction record in ITSM Agent Workspace
• Create an outage from a task record in ITSM Agent Workspace
• Create an incident in ITSM Agent Workspace
• Create an incident from an interaction
• Create an incident from a chat
• Resolve an incident using knowledge
• Create a knowledge article from an incident
• Report a knowledge gap from an incident
• Capture information on affected configuration items in ITSM Agent Workspace
• Create a copy of an incident in ITSM Agent Workspace
• Propose an incident to be a major incident from a workspace
• Refresh impacted services and CIs
• Create a problem record from an incident
• Create a change request from an incident
• Create a knowledge article from an incident in ITSM Agent Workspace
• Create an improvement initiative from an incident
• Delete an incident
• Create incident from Universal Request in ITSM Agent Workspace
• Transfer incident in ITSM Agent Workspace
• Mark an incident as restricted
• Create and track a problem in workspace
• Create a problem from an interaction
• Create a problem task in a workspace
• Attach a knowledge article to a problem or problem task from Agent assist
• Create a change request from a problem
• Create an improvement initiative from a problem
• Delete a problem
• Create a change request in Agent Workspace
• Create a standard change from an interaction
• Link a change request to an incident through Agent Assist
• Delete a change request
• Disable creating an emergency change in Agent Workspace
• Example for using channel management in Workforce Optimization for ITSM
• Example for using scheduling in Workforce Optimization for ITSM
• Schedule Adherence in Workforce Optimization for ITSM
• Demand Forecast in Workforce Optimization for ITSM
• Example for using teams in Workforce Optimization for ITSM
• Work scheduler in Workforce Optimization for ITSM
• Example for using Coaching in Workforce Optimization for ITSM
• Applaud in Workforce Optimization for ITSM
• Before you begin implementing Workforce Optimization for ITSM
• Activate Workforce Optimization for ITSM
• Customize a Workforce Optimization for ITSM page using the Next Experience UI Builder
• Configure filters for ITSM Manager Workspace
• Assign a primary assignment group for each agent
• Specify access for assignment group data in Workforce Optimization for ITSM manager workspace
• Setting up Channels in Workforce Optimization for ITSM
• Configure the due date logic for shift approval flows
• Configure an event load order in Workforce Optimization for ITSM
• Create or enable access to event types to add them to the team calendar
• Event type extension points in Workforce Optimization for ITSM
• Schedule adherence extension points in Workforce Optimization for ITSM
• Configure properties for schedule adherence and conformance
• Define the minimum and maximum number of agents to forecast demand
• Modify forecast parameters to visualize forecast data
• Create a manual adjustment for a forecast
• Customize a Work Scheduler card using the Next Experience UI Builder
• Set up a work configuration
• Create a client state parameter for Work scheduler
• Create page scripts for Work scheduler
• Define the workItem property in the Work scheduler page configuration
• Define event mappings for Work scheduler
• Configure container components for Work scheduler
• Configure a Work scheduler card heading component
• Configure a display type component for a Work scheduler card
• Configure an avatar component for Work scheduler
• Associate a work scheduler card to the work configuration
• Create extension points for Work scheduler
• Add a system property to set default date range in Workforce Optimization for ITSM
• Create KPI groups to monitor team performance
• Create a threshold for each KPI in a KPI group
• Add managers to a KPI assignment group
• Create Process Mining templates
• Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
• Use extension points for skill prediction
• Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
• External Content Integration Sources
• Extension points for Applaud
• Workforce Optimization for ITSM manager landing page
• Workforce Optimization for ITSM Channels landing page
• Workforce Optimization for ITSM Coaching landing page
• Monitor ongoing work in service channels and queues​
• Manage service channels and queues
• Assist agents by joining their chat conversation
• Allocate work items manually to agents
• Track and analyze agent's performance
• Override channel capacity for an agent
• Associate Amazon Connect queues for ITSM to a ServiceNow instance
• Listen in to an agent call
• Analyze transcripts and sentiments for the Amazon Connect phone channel
• Analyze skills for your teams in Workforce Optimization for ITSM
• Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
• Create a shift plan
• Create a schedule plan
• Enable your teams to sign up for work shifts
• Publish a schedule plan for visibility into team coverage
• Track and manage your teams' schedule
• Analyze your staff alignment using Demand Forecast
• Understanding user criteria for event types in Workforce Optimization for ITSM
• Add events to the team calendar
• Swap your agents' shifts in Workforce Optimization for ITSM
• Monitor schedule adherence of your agents
• Use time-worked summary to analyze agent schedule adherence and conformance
• Assign work based on your teams' skills and capacity
• Matching criteria for work items in Work scheduler
• Add KPI targets for agents
• Analyze the performance trends for your teams
• Get insights into performance of your team
• View the performance data of your team for a specific date
• Coaching Overview page
• Create a course catalog in Workforce Optimization for ITSM
• Create a learning library
• Create internal learning content
• Access external courses using Coaching with Learning
• Assign a course item to agents
• Create a learning path in Workforce Optimization for ITSM
• Assign a learning path to agents
• Create a learning task
• Analyze quiz details in Workforce Optimization for ITSM
• Skills Overview in Workforce Optimization for ITSM
• Add or update skills using Workforce Optimization for ITSM
• Initiate a skill review for teams or groups
• Approve or reject a skill review request
• Assess the quality of your agent's completed tasks
• Create a survey in Workforce Optimization for ITSM
• Assign a survey to agents or groups
• Give your team or teammates applause in Workforce Optimization for ITSM
• Analyze your teams' recognition activity in Workforce Optimization for ITSM
• Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM
• Make a request to swap shifts or take time off using the Mobile Agent application
• Approve or reject a shift swap using the ITSM Mobile Agent application
• Track and manage your agent's schedule using the ITSM Mobile Agent application
• Create a Process Mining project for a KPI group
• Domain separation and Workforce Optimization for ITSM
• Workforce Optimization ITSM Manager Workspace components
• Workforce Optimization for ITSM components
• Channel Management components in Workforce Optimization for ITSM
• Scheduling components in Workforce Optimization for ITSM
• Demand Forecast components in Workforce Optimization for ITSM
• Work Scheduler components in Workforce Optimization for ITSM reference
• Teams components in Workforce Optimization for ITSM
• Workforce Optimization for ITSM integration with Process Mining components
• Coaching components in Workforce Optimization for ITSM
• Skill review request components in Workforce Optimization for ITSM
• Skill Recommendation components in Workforce Optimization for ITSM
• Applaud components in Workforce Optimization for ITSM
• Components installed with Incident Communications Management
• Incident communication plan state model (old)
• Communication plan definition
• Communication task definition
• Communication contact definition
• Communication channel definition
• Create adhoc incident communication plan from Incident Communications Management
• Create adhoc incident communication plan from incident
• Create adhoc incident communication task from Incident Communications Management
• Responsibilities for Incident Communication Plan
• Define contact responsibilities
• Create a contact definition
• Create a default override
• Add a user as a contact
• Close an incident communication plan
• Initiate conference call on incident communication task
• Join or end conference call on incident communication task
• Send communication updates
• Run an incident communication plan report
• Subscribe to incident communication notifications
• Notify with Incident Communications Management
• Domain separation and Incident Communications Management
• Life cycle of an Incident
• Quick start tests for Incident Management
• Incident Management properties
• Configure incident category or subcategory
• Add a category or a subcategory
• Delete a category or a subcategory
• Define priority lookup rules
• Define assignment rules for incidents
• Create incident template
• Create a module that uses incident template
• Create a record producer to log incidents
• Create a record producer using a template
• View VIP status for a caller in incident
• View incident notifications
• Configure default user for auto-closing incidents
• Uni-directional incident ticketing integrations
• Bi-directional incident ticketing integrations
• Logging an incident
• Create an incident
• Capture information on affected configuration items in an incident
• Create a template from the incident form
• Apply a template in the Incident form
• Create an incident task
• Synchronization between an incident and its incident tasks
• Create a record from incident
• Create a request from an incident
• Copy an incident or create a child incident
• Synchronization between a parent and a child incident
• Enable the display of incident special handling notes
• View affected CIs in the dependency views map
• Refresh impacted services and CIs for incident
• Associate CIs with incident
• Update the resolved incident notification template
• Resolve and close an incident
• Configure incidents to close automatically
• Close multiple incidents from list
• Create a UI action to close multiple incidents
• Reopening an incident
• Configure incident ticket page
• Major Incident Management process
• Components installed with Incident Management - Major Incident Management
• Slack notification installed with Major Incident Management
• Quick start tests for Major Incident Management
• Create trigger rules for major incidents
• Create a major incident candidate
• Create a major incident
• Major incident assignment
• Accept or reject a major incident candidate
• Associate multiple incidents with a major incident
• Reject multiple major incident candidates using the Actions menu
• Demote a major incident
• Close a major incident
• View major incident information on the Incident form
• Major Incident workbench — Summary tab
• Major Incident workbench — the Post Incident Report tab
• The Communicate tab in the Major Incident workbench
• Major Incident workbench — the Collaborate tab
• Associate a new post incident report
• Add communication plan from the major incident workbench
• Add similar incidents from major incident workbench
• Access on-call escalation path from major incident workbench
• Major incident overview (dashboard)
• ITIL dashboard
• Incident Overview dashboard
• Incident Management Dashboard
• Incident Premium dashboard
• Incident Daily 7d - 28d dashboard
• Open Incidents Age Monitor dashboard
• Open Incident State Monitor dashboard
• Open Incidents Reports dashboard
• Incident SLA Management dashboard
• Overdue by State dashboard
• Overdue by Age dashboard
• Overdue Reports dashboard
• Domain separation and Incident Management
• Activate Incident Management Best Practice – San Diego
• Components installed with Incident
• Request Incident Management — Core
• Components installed with ITSM Roles — Incident Management
• Component installed with KCS Integration for Incident Management plugin
• Activate Incident Management Notification
• Activate Incident Updates
• Activate Incident Management — ATF Tests
• Request Universal Request integration for Incident Management
• Create incident from Universal Request
• Transfer incident
• Create an associated ticket from an incident
• Resolve, reopen, or close incident associated with universal request
• Customize fields copied from Universal Request to incident
• Restrict an incident access
• Activate the ServiceNow Add-in for Microsoft Office
• Deploy the ServiceNow Add-in for Microsoft Outlook
• Use the ServiceNow Add-in for Microsoft Outlook
• On-Call Scheduling capabilities
• Activate On-Call Scheduling
• Setting up Slack as a contact method
• Setting up SMS and voice messaging as contact methods
• Set up Microsoft Teams as a contact method for an on-call escalation
• Set up mobile push as a contact method for an on-call escalation
• View On-Call schedules
• Configure my availability and contact preferences
• View my group schedules
• View my personal schedule on the My Schedule report
• Request time off and suggest who can cover
• View my On-Call calendar on my calendar app
• Enable users to subscribe to the On-Call calendar
• Configure preferences for a user group
• Override contact preferences for a shift
• Configure a roster
• Update shift details from the On-Call calendar
• Send or resend reminders of an upcoming shift
• Configure the lead time for email reminders
• Manage requests for time off
• Resolve gaps, conflicts, and time-off requests in a shift
• Add a new or returning employee to a roster
• Modify the order of a member in a roster
• Remove a member from a roster
• Updating an On-Call schedule
• Update a schedule entry
• Specify the sources of contact information for schedule notifications
• Manage shifts from the Calendar view
• Manage shifts from the Timeline view
• Set a shift to Draft mode while waiting for info
• Delegate the shift manager [rota_admin] role
• Run an Escalations report to view who is on call
• Run a Schedule report to view my schedule
• Viewing Escalation Overview reports
• Viewing the Performance reports for escalations
• Viewing Group Overview reports
• Configure a table for escalation trigger rules
• Create an escalation trigger rule
• Create an escalation policy
• Escalation and reminder settings for rosters
• Example escalation reports
• Track the progress of an escalation
• View details in an escalation log
• Assigning On-Call Scheduling roles
• Create a shift template to simplify configuring shifts
• Create a group template to simplify configuring schedules
• Getting started with the On-Call Scheduling mobile app
• Mobile On-Call Scheduling overview
• Manage work with ITSM Mobile Agent
• Manage team with ITSM Mobile Agent
• Definitions of On-Call Scheduling terms
• Tables installed with On-Call Scheduling
• Scheduled jobs installed with On-Call Scheduling
• Quick start tests for On-Call Scheduling
• System properties for On-Call Scheduling
• Workflow Activities for On-Call Scheduling
• Domain separation and On-Call Scheduling
• Supporting information for Now Assist for IT Service Management (ITSM)
• Inputs and triggers for skills in Now Assist for IT Service Management (ITSM)
• Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)
• Summarize an incident by using Now Assist for IT Service Management (ITSM)
• Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
• Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)
• Request the generative AI capabilities in ITSM by using the Now Assist panel
• Life cycle of a problem
• Life cycle of a problem task
• Introducing activities for migration
• Preparing for migration
• Resolve blocking modifications
• Review warning modifications
• Map problem states
• Map problem task states
• Activate Problem Management Best Practice — Madrid — State Model
• Prepare base plugins
• Restore base plugins
• Resolve blocking and warning modifications
• Migrate active records
• Migrate inactive records
• Modifications
• Update dashboard overview
• Components installed with Problem Management
• Activate Problem Management Best Practice — Jakarta
• Components installed with ITSM Roles — Problem Management
• Activate Problem Management — ATF Tests
• Configure the problem form layout
• Add a field in the assess mandatory field dialog
• Redesign the problem form
• Configure problem categories
• Define an assignment rule for problems
• Categorize a problem as a major problem
• Create a problem (legacy)
• Assess a problem
• Extension point for Problem Management
• Associate CIs with Problem
• Investigate root cause of a problem
• Resolve and complete a problem
• Create change request from a problem
• Add multiple change requests to a problem
• Create a problem task
• Assess a problem task
• Complete a problem task
• Resolve related incidents from a problem
• Communicate workaround for Problem
• Communicate a fix
• Use the knowledge check box
• Create a known error article
• Post knowledge
• Problem Overview dashboard
• Problem Management dashboard
• Problem Premium dashboard
• Problem daily 7d - 28d dashboard
• Open Problem Age Monitor dashboard
• Problem form
• Problem Task form
• Legacy Problem form
• Known error article form
• Data lookup for prioritizing problems
• Problem management properties
• Quick start tests for Problem Management
• Domain separation and problem management
• Data for problem resolution
• Synchronization between incident and problem records
• Working with contextual search
• Components installed with Release Management
• Business stakeholder role for Release Management
• Domain separation in Release Management
• Default state categories for Release and Release task tables
• Product hierarchy in Release Management
• Define a product in Release Management
• Define a release in Release Management
• Define a release phase in Release Management
• Define scope of a release in Release Management
• Software control distribution
• Exploring Recommendation Framework
• Configuring Recommendation Framework
• Integrating Recommendation Framework with other applications
• Request Management architecture
• Domain separation in Request Management
• Create a catalog request in Agent Workspace
• Create a request from Universal Request
• Requested item state mapping
• Transfer a request to another department
• Components installed with ITSM Roles — Request Management
• Install Service Builder
• Roles installed with Service Builder
• Service states and approval process in Service Builder
• Create a service in Service Builder
• Create a service offering in Service Builder
• Service Operations Workspace for ITSM landing page
• Recommended Actions for ITSM overview
• Install Service Operations Workspace ITSM Applications
• Configure service desk group access to the Service Operations Workspace landing page
• Redirect specific group agents to Service Operations Workspace
• Disable auto-redirection for all agents to Service Operations Workspace
• Manage customizations in Service Operations Workspace for ITSM
• Install Agent Client Collector for Investigation
• Install Microsoft Endpoint Configuration Manager for Investigation
• Configure system overview - msinfo32 metrics
• Configure system overview - dsregcmd metrics
• Configure asset utilization metrics
• Configure processes metrics
• Configure services metrics
• Configure logged in users metrics
• Configure Installed application metrics
• Configure remedial action - Restart Service
• Configure remedial actions - End Process
• Create a script in Microsoft Endpoint Configuration Manager
• Extend hardware inventory
• Verify a CMPivot entity
• Configure a metric definition
• Configure CI Actions
• Configure the Remedial Actions Framework
• Modify the greeting text on the landing page
• Customize the donut area color for first-level cards
• Modify the header label for a second-level card
• Modify the highlighted value color in second-level cards
• Modify the Announcements section on the landing page
• Modify the Upcoming section on the landing page
• Create a copy of the Service Operations Workspace landing page
• Configure Service Operations Workspace landing page
• Edit the table configuration for Agent Assist in Service Operations Workspace
• Configure record creation from the new tab menu in Service Operations Workspace
• Enable automatic assignment of interactions to an agent
• Configure a task record form in Service Operations Workspace
• Configure a record page tab in Service Operations Workspace
• Configure notifications in Service Operations Workspace
• Add declarative actions on the Standard Record Page
• Modify the modal migration in the Standard Record Page
• Modify the record page in the Service Operations Workspace using the Standard Record Page
• Edit the table configuration for Agent Assist in Service Operations Workspace using the Standard Record Page
• Customization of the incident record page
• Configure Recommendation Framework for an incident in Service Operations Workspace
• Recommendation Framework replacement
• Setting up Recommended Actions for ITSM
• Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
• Configure search resources for an interaction
• Customize the on-call support group recommendations
• Create a task type for problem or change in Service Operations Workspace
• Configure the display of requester related records in an interaction
• Configure the task record information in the MS Teams Import tab
• Specify the refresh duration for user presence in Service Operations Workspace
• AI Search in Service Operations Workspace for ITSM
• Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
• Add a quick link on the ITSM landing page
• Configure a filtered list in Service Operations Workspace
• Remedial actions using Playbook
• Create an incident in Service Operations Workspace
• Work on an incident in Service Operations Workspace
• Create an interaction in Service Operations Workspace
• Work on an interaction in Service Operations Workspace
• Recommendation Framework in Service Operations Workspace
• Get Guidance based recommendations
• Get field recommendations
• Create a change request in Service Operations Workspace
• Work on a change request in Service Operations Workspace
• Create a change task in Service Operations Workspace
• Work on a change task in Service Operations Workspace
• On-Call Scheduling in Service Operations Workspace
• Create a problem in Service Operations Workspace
• Work on a problem in Service Operations Workspace
• Create a problem task in Service Operations Workspace
• Work on a problem task in Service Operations Workspace
• Create a catalog request in Service Operations Workspace
• Collaborate on a task record using Microsoft Teams in Service Operations Workspace
• Service Level Management in Service Operations Workspace
• Start and end a conference call from Twilio in Service Operations Workspace
• Join or leave a conference call from Twilio in Service Operations Workspace
• Administer an existing Twilio call in Service Operations Workspace
• Reinitiate a conference call from Twilio in Service Operations Workspace
• Start a conference call using Webex in Service Operations Workspace
• Add participants to an existing Webex call in Service Operations Workspace
• Reinitiate a conference call from Webex in Service Operations Workspace
• Start a conference call using Zoom in Service Operations Workspace
• Add participants to an existing Zoom call in Service Operations Workspace
• Mute participants from a Zoom conference call in Service Operations Workspace
• Join a conference call from Zoom in Service Operations Workspace
• Leave a Zoom conference call in Service Operations Workspace
• End a Zoom conference call in Service Operations Workspace
• Start a conference call using Microsoft Teams in Service Operations Workspace
• Add participants to an existing Microsoft Teams call in Service Operations Workspace
• Join a conference call from Microsoft Teams in Service Operations Workspace
• Mute participants from a Microsoft Teams conference call in Service Operations Workspace
• Leave a Microsoft Teams conference call in Service Operations Workspace
• End a Microsoft Teams conference call in Service Operations Workspace
• Reinitiate a conference call from Microsoft Teams in Service Operations Workspace
• Initiate a chat from Sidebar in Service Operations Workspace
• Computer Telephony Integration in Service Operations Workspace
• Live Agent chat in Service Operations Workspace
• Work on a knowledge article in Service Operations Workspace
• Work on Walk-up interaction in Service Operations Workspace
• Access your profile in Service Operations Workspace
• Manage your schedule using the Service Operations Workspace
• Approve or reject a shift-swap in Service Operations Workspace
• Request time off using ITSM Virtual Agent
• Clock-in and clock-out your work shift in Service Operations Workspace
• Sign up for your preferred shifts
• Enroll in Learning to take a learning course or complete a learning path
• Complete learning tasks using the Service Operations Workspace
• Review skills to add to your skill set
• Take a survey in Service Operations Workspace
• Give your teammates applause in Service Operations Workspace
• Analyze your teammates' recognition activity in Service Operations Workspace
• Components installed with Service Operations Workspace ITSM Applications
• Components installed with Agent Client Collector for Investigation
• Components installed with Microsoft Endpoint Configuration Manager for Investigation
• Components installed with Remedial Actions Framework
• Components installed with Metrics and CI Actions Framework
• Recommendation rules for an incident in Service Operations Workspace
• Contexts in Recommended Actions for ITSM
• Rules in Recommended Actions for ITSM
• Guidance based recommendations in Recommended Actions for ITSM
• Field level recommendations in Recommended Actions for ITSM
• Guidances in Recommended Actions for ITSM
• Resource generators in Recommended Actions for ITSM
• Viewing the historical data of CI metrics
• Service Portfolio Management overview
• Service Portfolio Management capabilities
• Service Portfolio Management services
• Service Portfolio Management portfolios
• Activate Service Portfolio Management
• Service Portfolio Management activation administration
• Service Portfolio Management users and roles
• Set up services and commitments in Service Portfolio Management
• View Service Portfolio Management sample IT services portfolio content
• Create portfolios
• Create taxonomy layer definitions
• Create taxonomy nodes
• Create a service
• Apply scope to a service
• View a service offering
• Create a service offering
• Add a commitment to a service offering
• Subscribe users to a service offering
• Create catalog items for service offering subscribers
• Reporting for services and service offerings
• Service Portfolio Management service offering price
• Set service offering price models and units
• Log outages
• View availability results
• Convert services in bulk
• Service Level Agreement (SLA) results
• Installed with Service Portfolio Management
• Service Portfolio Management and CSDM reference
• Domain separation and Service Portfolio Management
• Service Owner Workspace performance metrics
• Installed with Service Owner Workspace
• Quick start tests for Service Portfolio Management Premium
• Service Owner Workspace Migration Dashboard
• Service Owner Workspace integrations
• Configure Service Owner Workspace metric definitions
• Configure Service Owner Workspace portfolio metrics
• Generate a service offering availability
• Change scope to Service Portfolio Management Premium
• Create indicators in Service Portfolio Management Premium
• Access Service Owner Workspace
• Service offering to catalog item relationships
• Service Portfolio Management Premium notifications
• Service Owner Workspace Service Offering survey
• Configure the estimated spend offering cost source
• Service Level Management concepts
• Define a service contract
• Service Level Agreement (SLA) breakdown definitions
• Actual and business elapsed times
• Installed with Service Level Management
• Installed with SLA breakdown definitions
• Script includes installed with SLA timeline
• Installed with Service Level Management - SLA Timer Config API
• Script Includes installed with SLA Timer Config API
• Create an SLA definition
• Configure SLA retroactive start and pause
• Configure the SLA timer
• Create a custom SLA condition rule
• Invoke an SLA condition rule globally
• Invoke SLA condition rules on a specific SLA definition
• Create SLA breakdown definitions
• Run the 2011 SLA engine asynchronously
• Recalculate SLA times automatically
• Use exact times in SLA calculations
• Configure SLA repair
• Repair SLA from a form
• Repair SLAs from a list
• View SLA timeline
• Add custom business rules to Service Level Agreement (SLA)
• Add custom business rules to Service Level Agreement (SLA) considerations
• Verify SLA definition using SLA timeline
• Flows for SLA
• SLA notifications
• Workflows for SLA
• SLA duration types
• Schedules within SLA
• SLA duration and schedules
• Time zones in SLAs
• SLA conditions
• SLA transitions
• SLAConditionBase script
• SLAConditionSimple script
• Service Level Agreement (SLA) process example
• Scheduled jobs for SLA
• SLA Repair workflow
• Understand why an SLA did not trigger as expected
• Use SLA timeline to determine business schedule
• Use SLA timeline to understand SLA stage change
• Use SLA Timeline to validate a new SLA definition
• Legacy SLA fields
• Upgrade SLA to 2011 engine
• Organize the migration process
• Convert an SLA to an SLA Definition
• Reactivate escalation engine
• Task SLA table
• Service level management overview dashboard
• Service level management PA dashboard
• Domain separation and Service Level Management
• Quick start tests for Service Level Management
• Configure Service Level Agreement (SLA) properties
• Migrate to service level management
• Install the Site Reliability Operations application
• User roles and responsibilities in SR Ops
• Optional: Set up SMS and voice notifications
• Configure the change request type for SR Ops
• Import and commit the quick-start update set
• Activate the quick-start team catalog item
• Configure quick-start system properties
• Configure notifications and approval for team creation
• Set up the first SR Ops team
• Run script to load service map on the Service form
• Run script to load the Service Operations Workspace module on the SR Ops workspace
• Run fix scripts manually when you upgrade to Quebec from Paris 12.0
• SR Ops Workspace home page
• SR Ops system properties
• SR Ops notifications
• Set up on-call schedule and escalation policies for your team
• Manage your team details
• Manage your team members
• Manage services for your team
• Create an on-call schedule for your team
• View on-call schedule of a team
• View your on-call schedules
• Deactivate a team
• Create a web service account
• Create services and configure relationships between them
• Optional: Set up an On-Call schedule
• Remove a service from the service map
• Delete a service from the service map
• Use the command line interface to create and update services or relationships
• Edit the details of a service offering
• Delete a service offering
• Create an incident from a service
• Create a change request from a service
• Delete a service record
• Define a custom action
• Define a custom condition to trigger actions
• Create alert rules for a service
• Create alert rules for an integration
• Filter alerts, incidents, and change requests
• Approve a change request
• View the CMDB map of an SR Ops service
• Install Microsoft Teams Spoke for ServiceNow Integration Hub
• Create a Webhook URL for a channel in Microsoft Teams
• Create an alert rule configuration for Microsoft Teams
• View notifications for an event in a service
• Configuration Variables
• Install Slack Spoke for ServiceNow Integration Hub
• Create a Webhook URL for a channel in Slack
• Create an alert rule configuration for Slack
• View Slack notifications for an event in a service
• Configuration variables for Slack
• Create a webhook endpoint in SR Ops
• Configure webhook in Azure
• Sample payload from Azure
• Configure webhook in AWS
• Sample payload from AWS
• Configure alert rules and notification on Dynatrace
• Sample payload from Dynatrace
• Create a notification channel
• Create an alert policy
• Create alert conditions
• Sample payload from New Relic
• Configure webhook in Datadog
• Sample payload from Datadog
• Configure webhook in Google Cloud Platform
• Sample payload from Google Monitor
• Configure webhook in Grafana
• Sample payload from Grafana
• Domain separation and Site Reliability Operations
• Install Site Reliability Metrics
• Site Reliability Metrics basic terminologies
• User roles and responsibilities in SRM
• SRM system properties
• Source alerts from an APM tool
• Create a reliability indicator
• Edit a reliability indicator
• Delete reliability indicator
• Create action definitions
• Create an error budget policy
• SRM notifications
• Site Reliability Metrics change approval policies
• ITSM Success Dashboard indicators components
• Install ITSM Success Dashboard indicators
• Configure the knowledge base for ITSM Success Dashboard indicators
• Configure Virtual Agent topics for ITSM Success Dashboard indicators
• Set fulfillment automation level of catalog item for the Success Dashboard indicators
• Add contributing indicators
• Update more information cards
• Run Update formula script for ITSM Success Dashboard indicators
• Activate Performance Analytics jobs for ITSM Success Dashboard indicators
• Set the refresh interval for Success Dashboard indicators
• Automate the fulfillment of catalog items in ITSM Success Dashboard indicators
• Create a cost savings indicator for ITSM Success Dashboard
• Update the default currency code for ITSM Success Dashboard indicators
• Customize the contributing indicators in Success Dashboard indicators
• Configure the contextual help content for Success Dashboard
• View process insights on ITSM Success Dashboard
• Identify the automation opportunities on ITSM Success Dashboard
• Create an operational success dashboard
• Monitoring the KPIs of your ITSM implementation
• Share the Success Dashboard indicators
• Benchmarks for Success Dashboard indicators
• Estimated Cost Savings for Success Dashboard indicators
• View metrics for selected period in ITSM Success Dashboard indicators
• Create target for the KPI in the Success Dashboard
• Success Dashboard indicators user roles and responsibilities
• ITSM Success Dashboard indicators KPI definitions and formulas
• Components installed with Task-Outage Relationship
• Add the Outage UI action to another task form
• Associate a task with an outage
• Create an outage from a task
• Domain separation and task outage
• Task Intelligence for ITSM Admin Console
• Install Task Intelligence for ITSM
• Set up your incident prediction model
• Edit an incident prediction model in Task Intelligence for ITSM
• Export an incident prediction model
• Monitoring and Analytics for Task Intelligence for ITSM
• Components installed with Task Intelligence for ITSM
• Components installed with Collaboration services
• Setting up Slack for communication
• Configure Slack as a communication channel for a communication task
• Import messages from an incident
• Create a Slack channel for a collaborative communication task
• Create slack channel for an incident
• Add form section to view slack channels
• Associate existing slack channel with a group
• Open slack from an incident
• Slack slash commands
• Understanding Vendor KPI Groups setup and use in Vendor Management Workspace
• Example for Vendor Management Workspace setup
• Vendor Success Indicators in Vendor Management Workspace
• Service Credits in Vendor Management Workspace
• Activate Vendor Management Workspace
• Customize a Vendor Management Workspace page using UI Builder
• Integrating Vendor Management Workspace with other ServiceNow applications
• Create a vendor in Vendor Management Workspace
• Generate the Vendor Satisfaction Assessment in Vendor Management Workspace
• Add a formula indicator to track vendor score
• Create KPI groups to track metrics for your vendors
• Create an improvement in Vendor Management Workspace
• Create a service credit in Vendor Management Workspace
• Create a vendor ticket in Vendor Management Workspace
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• Analyze Vendor KPI Groups
• Compare your vendor characteristics with high-performing vendors in Vendor Management Workspace
• Compare vendor performance within a vendor KPI group
• Add targets for vendor score KPIs
• Associate contracts with vendors
• Associate SLAs and Service Commitments with Vendors
• Get insights into your vendors' performance
• ITSM Vendor Management Mobile dashboard
• Access Vendor Management Mobile on your ServiceNow agent app
• Get notified about the vendors you manage using the Vendor Management Mobile application
• Access information related to your vendors using the Vendor Management Mobile application
• Installed with Vendor Management Workspace
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• Vendor KPI Groups in Vendor Management Workspace reference
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• Suggest relevant Major Incident for an Incident
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• Initiate a chat with the assignment group from a major incident
• Add participants to a conference call from a major incident
• Join an active conference call from a major incident
• End a conference call from major incident
• Domain Separation for ITSM Mobile Agent
• Release version :  Vancouver Washington DC
• Updated Aug 3, 2023
• 2 minutes to read
• On-Call Scheduling

You can configure and manage an On-call schedule and shift. Add or remove members to a shift and override their contact preferences.

you can configure roster, shift and on-call schedule details. Add or remove members to a shift and override their contact preferences.

• Configure or update an On-Call shift
• Configure or update an On-Call schedule
• Managing roster members

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• Knowledge Base

How do I find Assignment Group id and User id in ServiceNow?

A unique 32-character GUID identifies each record in ServiceNow (Globally Unique ID) called a sys_id.

sys_id of a record is important when writing a script, workflow, or other development tasks.

Here are ten different methods to find the sys_id of a record in ServiceNow:

Right-click or hamburger You can right-click the header bar of most forms and find the sys_id.

To get a sys_id from the header bar:

Navigate to the record where you are looking for a sys_id. 

To get a sys_id from XML

• Navigate to the record where you are looking for a sys_id

Right click the header bar and select Show XML. Alternately you can also click the Hamburger > Show XML

Since the sys_id of a record is always part of the URL for a link to that record, it is possible to retrieve the sys_id by viewing the URL.

To get the sys_id from XML

Right-click the header bar and select Copy URL. Alternately you can also click the Hamburger > Copy URL

For example, an Incident with the following URL:

https://<instance name>.service-now.com/nav_to.do?uri=incident.do sys_id=23dc968f0a0a3c1900534f399927740e

The sys_id is : 23dc968f0a0a3c1900534f399927740e

• Add an onload client script to show a sys_id function onLoad() { var incSysid = g_form.getUniqueValue(); alert(incSysid); }

The sys_id value of a record can be found in a business rule (or any other server-side JavaScript)

The sys_id value of a record can be found in a background script. Note: Test in a development instance first!

Login as an admin

Go to System Definition > Scripts - Background

Paste a script similar to this and click Run Script

By adjusting the url of a record, you can add this URL Parameter to export the sys_id and all fields to CSV

Navigate to the list of records where you want to find the sys_id

Build your filter

Right-click the Filter, and select Copy URL

Paste the URL into a new browser window

Add &CSV&sysparm_default_export_fields=all to the end of the URL

A CSV file with all fields AND the sys_id is exported.

Here is a creative way to use the Easy Import Template to export the sys_id data you are looking for.

Right click the header bar and select Import. Alternately you can also click the Hamburger > Import

Do you want to insert or update data? Update

Do you want to create an Excel template to enter data ? True

Include all fields in the template? True or False, your choice

Click Create Excel Template

Click Download

Open the Excel Spreadsheet

Select Page 1

If you are using the  ServiceNow ODBC Driver  and a reporting tool, you can pull the sys_id field information easily.

If you are using the  ServiceNow Rest API , you can also pull sys_ids

Check this link (external): https://www.servicenowelite.com/blog/2020/9/29/ten-methods-to-find-sysid?rq=sys_ID

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