1 What are Business Rules and what are its types?

Business Rule is a server side scripting

It runs mainly on DataBase Operation such insert,delete,update and querying.
4 types:
Before
After
Async
Display
Explain the types with real time(faceboook) and service now example

2 Difference between Async and After BR

Basically both are server side scripting.
// Async BR is same as after BR but there will be in delay in some time.
Async BR is used in integrations but I have not worked on but I have seen script while working
Integration means conversation between two different tools such as service now and whats app
After BR is used to update information immediately ex:glide record queries with ex problem

3.Can we use Previous object in Async BR

No, Because Async BR doesn’t not run immediately hence system doesn’t know what was the
previous value for any field

4.Query BR vs ACL

Basically Both are same

Actually we have got the requirement where the filters applied should not be visible to the
end users in that case we have written this query BR

ACL is restrictions for the particular table

Restrictions such as read ,write,create,delete access at row and coloumn level to the particular
users

Query BR is giving control during the querying time which apply read access only at the row
level.
5 How does Display BR works

Dispay BR is type of BR which works on server side

Display BR work when every time the form gets loaded.

we got the scenario where we have to work on the state field which was not visible on the
form.Because of some reason state field has been hidden

Where we have to set the Assign to manadatory based on the state field there we have used
display BR where we have stored the current state value in g_scratchpadval and by using client
script we have took the value of state which was stored in g_scratchpadval. And set the assigned
to mandatory.

6. Types of Client Script and pre-defined parameters

Onload

Onchange

Onsubmit

OncellEdit

Expalin with Examples

Expalin predefined parameters(onchange(control,oldvalue,newvalue,isLOading,isTempate))

oncellEdit(sys_IDs,table, oldvalue,newvalue,callback)

7 Can we use onchange as onload

Yes by using the parameter isLoading

8. what is the use of isTemplate in CS

It is Boolean value indicating whether the change occurred due to population of fied by a
template

9 How is onCellEdit CS used

If we want apply client script on List the we are going to use OncellEdit

ex:if we want to change the caller in list and set state field readonly we can use it

but I haven’t work on it.

 10. Data policy vs UI policy

Basically both are same

Data policy is server side and UI policy is client side

UI policy works only on the form but Data policy works on list view

UI policy works only when user opens the form Data policy even works on imported set ex:data
from database.ex:while importing the data from the database we have made some fields
mandatory by Datapolicy if the field made mandatory are empty then the DP will ignore the
records.

We cant use any scripting conditions in DP

11 What all Area’s where data policy works ?

Assume we have background script and we are updating incident state to resolved .we Had a UI
policy where it was working only on the form In Background script we are not able to make resolution
code and resolution information mandatory,It was allowing me change the state from InProgress to
Resolved. Hence we wrote A data policy where we made resolution code and information mandatory
and then we executed the background script where it did not allowed to change the state.

Data policy will work when the record is inserted or updated from third party source

Integrations

Background scripts

If problem is resolved then related incidents should be closed.

12 can data policy be used as ui policy

yes

13 execution order of CS and UI policy

Client Scripts executes first explain with ex;

First server side next client script next UI policy

14 how to debug CS

By using alert,try catch,in console,response time indicator, field watch

15. can gs.log be used in CS?

No,because glidesystem applies only in server side scripting .

If we want to use in client script use alert

//where we get the current information of the system or logged in user etc.
16. can gliderecord be queried in CS

Yes ,but it is not a best practice we have to use GlideAjax and call the script include because while
running the script on the form there will be multiple records which may slow down the form.

Ex.to set a manager field when caller changes.

17. what is dictionary override

It is used to allow a child table have a different value than the same field in the parent table

Ex:we can change state field value to open in child table which is new in parent table

18. can we override a Display value of a table

Yes,…

19. what all attributes can be overridden

Reference qualifiers,Mandatory,readonly status,dependent field values,dictionary attributes.

20. In a choice list, what is dependent values

Dependent field value is used to define the value based on which the options are displayed in
particular field ex:category and subcategory

Every choice we have to mention the dependent choice of the particular field.

21. Ways in which notifications can be triggered

3 types

When record is inserted or updated

Event is fired

Triggered

Using notification activity we can trigger an notification through workflow

We have worked on 2 types explain with example.

22. how can event parameter be used in a notification

gs.addeventQueue()2 parameter event parm1 and event parm2 and explain event fired example

23. mail script in a notification

24 what are email layouts

25. How to add custom email address in "FROM" when sending email

26. what are events

Events are special records the system uses to log when certain conditions occur and to take action in
response to conditions. The system uses BR to monitor for system conditions and to generate event
records

Iam not sure.I don’t know.Are we talking about event queue which we trigger from business rule

27.syntax of events

I don’t know.Are we talking about event queue which we trigger from business rule

28.what are ui actions and its types

UI Action is a server side scripting where we can create many buttons such as form button ,context
menu button,link button (explain buttons)
Types
1.Global UI Action-It is applicable for all tables (submit,save,delete)
2.Table UI Action-It applies for particular table

a) Condition field has a limit of 180 characters assume I have lot of conditions to be given in the UI
action How can I do that .

We use Script Include

b)How many ways ui actions can be executed.

3 Ways

Client,server,both client and server

29.can we use client and server side script in a ui action

Yes ,By checking the client box(explain in detail)

30. How to hide UI Action button on particular view

By using UI Action Visibility.

31 what is action.setredirecturl

It is used for which page it should move after the particular UI Action button is triggered

32. what is gsftsubmit

It is used to come out of client script in UI action and to trigger the UI action again in the server script.

Passing Action Name as parameter in gsftsubmit ensures the client side validation to move ahead.

33. how can we validate a field and run server script after the validation in ui action

Explain about the client callabe script in UI action.

34. what are script include.

SI is used to store the javascripts that runs on the server.

It’s a reusable javascript definition.

If we want to call the SI from client side then we have to active the client callable checkbox.

Client script –client callable

Reference Qualifier- client callable false.

35. what is classless script include and how it is used

36. can SI be called from a reference qualifier/filter and if yes how

Yes.

Javascript: new (SI name),(function name)

Disable client checkbox in SI.

37. how can we fetch data on client side using SI

By using Glide Ajax in client script we can receive the data from the server.

38. what is asynchronous and synchronous SI

Asynchronous call doesn’t wait till the response is given by the server.i.e we use getXML() in client script

Synchronous wait till the response is given by the server.i.e we use getXMLwait() in client script

39.syntax of SI

40.how is data transferred from SI to client side (json/xml?)

We used xml…

41. what are record producers.

RP is used to create a record on the backend where it provides a better enduser experience instead of
using the regular form. Explain DP jenbacher RP

42. can we have record producers for custom table

Yes

43. syntax of record producer

44.what are order guides

I haven’t work on that before.But I know the by using this we can order multiple catalog items

45.in what table Survey instances are saved

I haven’t work on that survey.I know for every incident based on some condition survey will be
triggered to get the feedback ex:incident
46.what is the best practise to transfer a survey across instances

I haven’t work on that survey.I know for every incident based on some condition survey will be
triggered to get the feedback ex:incident

47.what are slas?****

Service Level Agreement record defined the timings,conditions,workflow,and other informations require
to create and progress task SLAs.

Two categories Reponse and Resolution SLAs(explain it)

Sla will works 24/7

48. sla vs ola vs uc

SLA- The contract between IT Organization and end user ex in between your company and end user
(customer).

OLA-Contract between IT Departments ex in between your company and company peoples

UC-Contract Between IT organizations and suppliers ex between your company and vendors

49.slas can be set up according to user's time zone?

Yes.

50. what is retroactive start.

51. what is retroactive pause

52.What is the use of UI Script

I haven’t work on it ,but I know whenever I clicked on ui action a new dialog window will opens

53.What is Global UI Script

I haven’t work on it ,but I know whenever I clicked on ui action a new dialog window will opens

54.How to call UI Script from HTML , UI Pages & UI Macro

I don’t know
55.What are Formatter & How to create

I don’t know

56.How to hide choice list values from list view

OncellEdit

57.How to display UI Macro dynamically

I know how ui macro works ex:it just look like a icon next to the field where we have configured to
call the ui macro from attribute field

58.Task table and its child tables

Explain extend i.e while creating the table we will get the field called extend which specify the
extending table.

59.Does Knowledge base have a parent table

No,

60.How can we restrict viewing of KB articles to certain group or roles

Using user criteria

61.What is difference between "GlideAjax" and "getReference"?

62.Can we call a Business Rule in a client script? If yes, then how?

No, we cant use if yes give the example of diplay BR

63What are user criteria's? and where do we use them?

service catalog(available for not available for)
Security Rules(ACL):

62.What is ACL?

It is used to give the access to specific roles and user i.e what data is users can access and how they
can access it.

we have 4types of operation read, write, delete ,create(ex)

In ACL we can make only Mandatory and Readonly.

Ex:of tech park,building,floors

63. Acl execution order

Table Level,*level,*field level

64. table acls vs field acl

Table Acls-give access to whole tabe.

Field Acls-Give access to particular field.

First table acl should satisfy then only we can go for particular field

i.e it acts as and condition.

(expain with ex:)

65. Table.none vs table.* acl

Table.none-It is used to give access to particular row/record rather than column.

Table.*acl-It is used to give access to all the fields in that table

(Explain with example)

66. how can we restrict users from a particular assignment group via acl

By writing script saying that gs.isMemberof(“groupid”)

Glide the record(‘sys_usr_grmembr’)

Query(‘group’,groupID)

Query(‘user’.userid)
67. types of acls

Table level ACL

*level ACL

Field Level ACL

ListEdit Acl

(Explaination with ex)

68.types of acl operations

Create,Write ,Read,Delete(explaination)

69. acl is giving write access and CS is making read only. What will work
Acl-write access will work

Data sources

70. what are import sets

It is used import data from various data source and then map that data into service now tables

71. can any table be made as an import set table?

No

72. what are transform maps

It is a set of field maps which determine the relationship between field in an import set and field in
an existing service now table .(expain with an example)

3.types of mapping

Auto mapping,

mapping assist,

field mapping

73. what are the types of script in a transform map

Run script,Transform Script,Field mapping script

74. what is coalesce

Coalesce takes true or false value if we set true value for a particular field

Example we have set name field as coalesce in mapping it will check that field name in target tale if that
name is present it will update or else it will insert

75. can multiple coalesce be used

Yes ,it will acts like AND condition.(Explain with an example)

76. is coalesce case sensitive?

Yes.

77 .if data is inserted into a table having a referenced field, will it create data into the referenced table
also

Yes,if we select the choice action as create in the field mapping

78.how can we script in a transform map

By using transform script.

79. can multiple transform maps be run on a single data source

Yes,(explain with example)

80. how to integrate with jdbc

I haven’t work on this jdbc to connect service now and external system

81. how are errors handled in a transform map

We usually write error handling script in run script,field mapping script or transform script
Ex:Assume we are loading user data user id can not be empty so in this case we need to handle it before
transforming

82. how to configure ldap server

If I am not wrong there are OOb Ldap data source available which mainly concentrated to load the
user data but unfortunetly I haven’t got any chance to work on that

83. How to Retry the transaction

No idea

84. what are workflows

Workflow provides for automating the multistep process across the patform sequentially
It consists sequence of activities such as notifying users,running script,waiting for approval users and
groups.
Used in catalog item ,SLA,Knowledge base,change request,
85.what is branch and join activity
Branch is used to do the task parallel i.e one transition into multiple transition paths.(ex if we wan to
create three tasks parallely
Join is used to combine the task.
Ex :if we want to join the three task

86. difference between branch and switch activity

Branch-it spits into multiple transition from single transation ex:
Switch-it is used when multiple if condition are there ex: when category is software,assigned to… and
assignment group….
87. what is approval coordinator
This is an activity where it outcomes depends on the outcome of one r more child activities i.e
approval user,approval group and manual approval activities.(ex:)

88. how to add dynamic approvers via a workflow

Based on script (Ex:assigned to manager)

89. what is a rollback activity

It is used to return back to the activity to which we have to perform again
Ex:Approval user has rejected then we can use rollback and come back to the activity again.

90. how to reset approvals

We will use rollback activity or restart the workflow from first or we will cancel the existing and start
new workflow

91. what is a workflow context

To check the existing workflow executing or to check the status of the workflow.

92. what is a subflow

Workflow can launch another workflow i.e sublow as an activity.
The parent workflow triggers the subflow to complete before continuing.

93. can workflow be called from BR

Yes,We can do from the scripts there is script include called workflow where we can call the
functions like start,stop,restart ,delete workflow

94. what is scratchpad in a workflow

Scratchpad is just like a global variables where declaring the scratchpad variable in workflow properties
and this scratchpad variable can used in all the activities.
Syntax:
workflow.scratchpad.variableName=variableValue;
Process
95.incident vs problem
Users create an incident to report an issue in IT service
Incident management is the process for responsible for managing the lifecycle of incident and
resolve the issue as soon as possible and to maintain the normal business operation.
Where we can raise the incident through email,phone or self service to the IT service.
Self service(create incident through rp,service portal or create incident)

Problem
If the one or more incident is having the same underlying issues then we are going to create a problem
to analyise the root cause (ex:email issue)
If any team is involved in root cause analysis(EX server team and network team)We will create a task
and assign to each of the team
If any change is required then we create a change request
When the problem is Closed all the related incident will be resolved.
We can convert Problem into kb article and we can use this kb article when the same issues has been
raised we can link this KB article to the incident

96. change vs incident

Change is the modification or removal of anything which could effect an IT services
If the incident issued needs changes with the IT infrastructutre then we need to create a change
request.(Ex:phone server requires a software patch)
We can create a change through incident or through problem
3type of change request
Standard
emergency
normal
(explain with example)

97. normal change vs emergency change vs standard change

3type of change request
Standard-(ex:window 10 os update for every year there will be a pre approvers standard template to
update)
emergency (priority-1/urgency i.e when the issue is impacting many users then we are creating this
software issues)
normal-(ex there will be no time limit ie the issue is not impacting many users )
(explain with example)

98.Steps to add a new type of change request type?

But we haven’t worked on it but we can create new change request types.

99. state transitions in a change

Standard(new,schedule,implement,review ,close) there will be no approvals
Emergency(new,authorize,schedule,implement,review ,close)ony cab approvals
Normal(new,assess,authorize,schedule,implement,review ,close)cab and other approvals in group
100. Problem Known error state vs RCA state

101. Problem Known Error state vs Closed state

102.How to create a new standard change template?

103. How to add a new type of change and show it on interceptor?

104. How to change the number of days when an incident state change from Resolved to closed

Platform question

1 how to hide a particular module from the navigation for a particular group.

2.how to modify the OOB script include method which is in a read only format.

3.how to call a method from a method in a script include

4.how to make the transorm asynchronously?(OOB its synchronous)

5.How to pass the single variable value from subflow to main flow(parent)?for multiple values what is
the way

6.How to pass variable value from parent workflow to subfow ?what is the way to send the current
object to subflow

ITSM

1How to show a new field in the default template for standard change template while proposing a
new standard change template from record producer for ex:configuration item need to displayed
while proposing template.

2.what are the factors included for change to be detected as conflict.

3,how do you create a workflow for knowledge article belonging to a new kb (IT)? What is condition
you will put in the workflow and how it will link to kb

4.how to make revert to new button available on scheduled state?OOB its on access and authorized
states

5.how to skip scheduled state from the emergency change flow