SERVICENOW INTERVIEW QUESTIONS & ANSWERS

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1.What is ServiceNow?

ServiceNow is a cloud based ITSM tool which provide greater flexibility in terms of
functionality, customization, reliability etc. When it was first introduced it was an
ITSM tool but now it more than just ITSM tool. you can build many types of
application on this platform for finance, HR etc.

2. What is a dashboard?

Dashboards enable you to display multiple Performance Analytics, reporting, and

other widgets on a single screen. Use dashboards to create a story with data that can
be shared with multiple users.

Diff between Dashboard and Homepage is that 1.UI difference, 2. Dashboard has
extra feature called adding tabs.

3.What is Domain Separation?

Domain Separation in ServiceNow allows the logical separation of instance into

separate domains. It allows defining discrete ServiceNow systems within one
instance through which the single instance can support multiple organizations.

Domain Separation is beneficial for those who:

● Wants to segregate the business processes and the users for multiple
organizations within one system.
● Wants to maintain the data separation among different business entities.
● Wants some global processes and global reports to be maintained.

4.What is Table in ServiceNow?

Table is a collection of records. Table is composed of field and records that holds
data and consist of row and columns.

5.what is Unique record identifier (sys_id)?

A unique 32-character GUID (Globally Unique ID), called a Sys ID (sys_id) identifies
each record in an instance.
6.Whats is Import Sets in ServiceNow?

Import Sets is a powerful tool used to import data from various data sources, and
then map that data into ServiceNow tables. The Import Sets table acts as a staging
area for records imported from a data source.

7. What is Import set table?

Import set table: An import set table is a temporary staging table used to store raw
data imported from an external source. It consists of sets of columns and rows
imported from external sources. The system also adds a few columns that are used
to identify the status of the import process.

8. What is Transform Map?

Transform map: A transform map helps to create a relationship between fields in the
import set table and the target table.

9.What is Notifications?

Notifications to manage system email, create system notifications, and configure

how your system responds to inbound email.

Detail:

When somebody creates an incident then it will be nice to have one email
notification send to the person who has created the incident. Also, when one incident
is assigned to user, we would like to send a notification to the user stating that one
incident is assigned to him. In ServiceNow we do this using Notifications

User Notification Notification

Create /Save Event Sent
Record
10. Outbound Email

Notifications send outbound email to one or more recipients in response to specific

activities in ServiceNow. Notifications can be sent when:

● Records are inserted or updated

● Events are generated

● The Notification activity executes in a workflow

11. Inbound Email

Inbound email is mail sent from any user into ServiceNow. ServiceNow parses the
incoming email and may or may not take action in response.

When email is received, ServiceNow needs to determine:

● If the message is a reply, forward, or new message

● If there is an existing record associated with the message

12. Coalesce in ServiceNow

Coalesce is set in the Transform Map. It is just a true/false value between a

source Import Set field and a target table field. Coalesce on a single field, and
ServiceNow will attempt to match source values to existing target values. If there is
a match, ServiceNow will update that record. If there is not a match, a new record is
inserted.

13. Definitions

1) Service Level Agreement (SLA) is an agreement between client and service

provider.
2) Operational-level agreement (OLA) is an agreement between teams and
service provider. Service provider is a company.
3) Underpinning contract (UC) is an agreement between vendor and service
provider.

14. What is Service Level Agreement (SLA)?

SLA is an agreement between a customer and service provider. With the start
condition, paused condition and stop condition we will create sla definition.

For example, the default Priority 1 resolution (8 hour) SLA Definition defines the
Task SLAs to attach to incidents with a P1 - Critical priority, specifies appropriate
conditions for those Task SLAs, and uses the default SLA workflow to create events
such as to send a notification, when an incident's Task SLA reaches 50% of its
allotted time.

Now in SLA these below 3 conditions are very important

1. Start condition
2. Pause condition
3. Stop condition

15. What is a retroactive start in sla?

For example, if an Incident’s priority is changed to 1 (Critical) and a Priority 1 SLA is

attached at that time, Retroactive start means that the SLA counts from when the
incident was first created, rather than from when the Incident’s priority changed.

16. WHAT IS AN ACCESS CONTROL (ACL)?

An instance uses access control list (ACL) rules, also called access control rules, to
control what data users can access and how they can access it. ACL rules require
users to pass a set of requirements in order to gain access to particular data. Each
ACL rule specifies:

The object and operation being secured

The permissions required to access the object

An ACL can affect data security:

● A field visible/not visible

● A field is read only/not read-only
● A record can be deleted/not deleted
● A user can/can’t create a record

17.ACL Role:

⮚ We Should have security_admin before we edit or create ACLs

HOW TO ELEVATE YOUR ROLE

1. Make sure you have the security_admin role. If you don’t have it, someone
else with the role will have to grant it to you.
2. In the User Menu > Click Elevate Roles
 3. In the elevate roles dialog, select security_admin and then click the OK button
18. ACLs can be created for?

1. Records

2. Client callable Script Includes

3. Processors

4. REST Endpoints

5. UI Pages

19. What is an Impersonate User?

Impersonation allows users with the admin or the impersonator role to temporarily
become another authenticated user for testing purposes. When impersonating
another user, the admin user can see and do exactly what the impersonated user can
do. Impersonation does not require knowing the user's password.

20.What is Workflow?

Workflows in ServiceNow are flowchart-driven automation tools with a drag-and-

drop interface. Workflows can be used to automate multi-step processes using
various tools, including approvals, child-task generation, notifications, logical
loops and scripting, if/then control flow, timers and they can even wait for and react
to user activity.

21. Workflow concepts

You can do many things using the Workflow Editor.

⮚ Modify core activities and exit conditions.

⮚ Create custom activities and reuse the data for other workflows.
⮚ Edit workflows graphically.
⮚ Define transitions between workflow activities.
⮚ For the table that corresponds to the workflow, customize business rules.
⮚ Summarize workflow progress through stages.
⮚ Validate workflows to identify potential problems.
⮚ Publish workflows for other users.
⮚ Edit multiple tables without needing to directly modify them.

22. Important workflow activities

23. What are UI Policies?

Like Client Scripts, UI Policies are client-side logic that governs form and form field
behaviour. Unlike Client Scripts, UI Policies do not always require scripting.

24.What do we do through UI Policies?

1. Mandate: Making a field mandatory

2. Visibility: Making a field visible
3. Edit ability: Making a field Editable or Read-only.

25.What are UI Policy Actions?

UI Policy Actions are client-side logic in a UI Policy used to set three field attributes:

● Mandatory
 ● Visible

● Read only

26.What is UI Action?

All the buttons in the ServiceNow UI are UI action. When we are clicking on button
then some scripts get executed. This script can be configured in UI action and is
highly customizable.

27.What are types of UI Actions?

● Form Buttons
● Form Context menu items (right-click the header)
● Form links (Related Links in a Form)
● List buttons
● List context menu items (right-click a record)
● List choices (at the bottom of a list)
● List links (Related Links at the bottom of a list)
● UI action is an actionable item.

28. What are Client-side scripts?

Client-side scripts execute within a user's browser and are used to manage forms
and form fields. Examples of things client-side scripts can do include:

● Place the cursor in a form field on form load

● Generate alerts, confirmations, and messages
● Populate a form field in response to another field's value
● Highlight a form field
● Validate form data
● Modify choice list options
● Hide/Show fields or sections

29.What are the types of client scripts?

There are 4 Types:

1) onLoad
 2) onChange
3) onSubmit
4) OnCellEdit

30.Definitions:

1) onLoad

onLoad Client Scripts execute script logic when forms are loaded. Use onLoad Client
Scripts to manipulate a form's appearance or content.

2) onChange

onChange Client Scripts execute script logic when a particular field's value changes.
Use onChange Client Scripts to respond to field values of interest and to modify
another field's value or attributes.

3) onSubmit

onSubmit Client Scripts execute script logic when a form is submitted.

Use onSubmit Client Scripts to validate field values.

4) OnCellEdit:

Runs when a cell on a list changes value

31. What is Data Policy?

Data Policy is used to set mandatory and read-only states on form fields.

Data policies can be used on lists to make field read-only. The field will appear to be
editable, but the update will fail.

The purpose of a Data policy is to standardize the same data across Servicenow
applications. Data Policy controls are similar to UI Policy controls, but UI policies are
enforced only on data that passes through the browser and UI.

A Data policy enforces requirements on field and record data when the data is
imported into service now or when the data in an Import Set is submitted through
and external system

UI and Data Policies are not about security. They are about managing the user
experience.

32.What is a Service Catalog?

Basically, when there is an issue, user will raise an incident/problem request. But
when a user wants to have access to a particular application, create new ids for
them or request for a laptop then user have to use Service Catalogs.

33 What are Variables in Service Catalog?

If we remember when the end user was ordering the catalog item, the end user was
filling up some answers to some questions like ram size, hard disk size, process type.
Those variables are created/controlled in this variable tabs. Service catalog variables
capture and pass on information about choices a customer makes when ordering a
catalog item.

Variables help define the structure of a catalog item form that is displayed to the
customer.

34. What is a Variable Set?

The variable set is basically the collection of variables. The benefits of variable set are
that we can use created variable sets across multiple catalogs item and order guides.

This basically saves time, because if have to create multiple catalogs item which
contains some of same fields then there we can use the created variable sets. We can
create the variable set containing variables which will be common between catalog
items.

35.Catalog UI Policies:

We can create UI policies for the catalog item from here. We have separate UI
policies option available for every catalog item. We can create UI policy for the
respective catalog item from here only. UI policies are basically used for making
fields mandatory, read only, visible, hidden etc. based in conditions. Basically, ui
policies are used for client-side scripting or for client-side field manipulations.

36. Catalog Client Scripts:

For the respective catalog item we can create client scripts from here only. Catalog
client script run when user order the catalog item from service catalog and when
variable and variable set of that catalog item displayed.

Only three types of client script are available in catalog item such as onload,
onchange and onsubmit. Oncelledit is not available as it is not required to as well.
For example, we can use syntax in client scripts such as: g_form.
getValue("variable_name");

37.Request-Service Catalog?

Request: After clicking the correct Catalog Item the corresponding Catalog item form
will get displayed. This form needs to be filled up with adequate information. Click
on submit button. Once we submit the form, we can find the Request number.

For 1 Request there can be multiple RITM (requested Items)

38. Understanding the RITM

● Each Request can have request item (RITM).

● Each RITM can have multiple tasks assigned to different groups for fulfilment
● A RITM is marked as complete only when all its Task and Subtask gets
completed

39. Understanding the Catalog Task

One liner: Request –> RITM –> Catalog Task

1. Request ticket starts with REQ

2. Request Item ticket starts with RITM
3. Task ticket starts with SCTASK

40.What is Script Include?

Script include is used to store Java script that runs on the server or script Includes
are reusable Java script definition which can be called from any server-side script
and in some cases from the client side too. It is used in business Rule, Reference
qualifier, UI action and in other script Include.

While creating script include, we should make sure that names of the script include
prototype and type should be the same.

Script include can be Public or private. Most client callable script include are marked
private by default. Also, important to note that Script include is execute only when
explicitly called by other scripts.

41. What are types of script includes?

1. On demand/classless
2. Extend an existing class
3. Define a new class

42. What is Glide Ajax?

Glide ajax is a class used by client-side script. It allows the execution of server-
side code from client side We should initialize the glide ajax with script include
name as a parameter which we want to use.

Parameter sysparm_name is used to find the function of script include we want to

execute.

When we have to give custom parameter then we should remember that it should
start with sysparm

For example: ga.addParam('sysparam_assignedTo’, emp);

43.What are the types of Ajax Calls?

1. Asynchronous It doesn’t wait for the response from the server. It uses call
back function getXml ()
2. Synchronous function is used for synchronous Glide Ajax call getXmWaitl ()

44.What is Widget?
Widgets is reusable visualization of the indicator scorecard. Objects that have been
added to dashboards are called widgets. You can create and manage widgets.

45.How do you cancel a form submission?

Have your onSubmit () function return false.

Example:

function onSubmit () {

return false;

46.What are the data sources?

It is the table which creates an import set table and build the connection between
external data source and ServiceNow.

47.What is a transform map?

It transfers the data from import set table which is created by data source to the table
which is in ServiceNow.

48.Could you please explain about Import Sets?

Import Sets is a tool used to import data from various data sources and, then using
transform map, map that data into ServiceNow tables. The Import Sets table acts as a
staging table for records imported.

49.What is a configuration item?

We can call any item either hardware or software as configuration item while raising
an incident, problem or change. It is mandatory to put a configuration item to know
where we have an issue.

50. Why can’t we use a global business rule instead of a script includes?
Global business rules will be invoked every time when there is an insert or update of
a record. It will hamper the instance performance. So, it is recommendable to use the
script include.

51. What is glide Ajax?

We use this invoke a script include into a client script provided the script include
should be client callable.

52. Types of catalog items?

Service Catalog offers a few types of catalog items.

Record producers: giving alternative ways of adding information such as Incidents

via the service catalog.

Order guides: to group multiple catalog items in one request.

53.What is watermark in service now?

By default, the system generates a watermark label at the bottom of each notification
email to allow matching incoming email to existing records.

The watermark always includes "Ref:" and a customizable prefix, followed by the
auto-numbered identifier of the source record, such as incident, problem, or change
request. The default prefix is MSG. For example, Ref: MSG3846157.

Watermarks are always generated, but you can configure them to:

Create a custom watermark prefix for each instance to prevent accidentally

triggering events in the wrong instance.

Have custom prefix characters after MSG

Be hidden globally

Be omitted from individual email messages

54.Scripts – Background module?

Administrators can use the Scripts - Background module to run arbitrary JavaScript
code from the server.

The Scripts - Background module consists of the following components.

A text field to enter JavaScript

A selector to specify the application scope

A Run script button

A list of available scripts

Administrators can run any valid JavaScript that uses the Glide API. The system
displays results, information, and error messages at the top of the screen.

55. Difference b/w Catalogs, Record producer and Order guide?

Catalog Items: Create and edit catalog items, the actual goods or services available to
order from a catalog.

Record Producers: Enable records to be created directly from the service catalog. For
example, allow customers to raise incidents from the service catalog.

Order Guides: Create and edit standard groups of related items, allowing end users
to easily order these items in one request.

56. What is difference b/w Record producer and Service Catalog?

A catalog item works with the cart where you can add multiple and then you can
order. On the other end it creates a request, request item, and possibly approvals and
tasks depending on its workflow.

A record producer is nothing but task-based record, most commonly create an

incident.

57. Events in ServiceNow?

Event are special records the system uses to log when certain conditions occur and to
take some kind of action in response to the conditions.
The system uses business rules to monitor for system conditions and to generate
event records in the Event [sysevent] table, which is also known as the event log or
event queue.

Event-generating business rules typically use this script logic:

If [some condition is true for the current record], then [add a specific event to the
queue].

For example, here are some of the conditions in the incident event business rule:

If a user adds a comment to an incident record, add an incident. Commented event.

If a user adds an incident record, add an incident. Inserted event.

If a user updates an incident record, add an incident. Updated event.

Event-generating business rules use the Glide System event Queue method to insert
event records, which typically contain this information:

Event fields –

Name, Parm1, Parm2, Table, Instance

Event registry –

The events registry lists the events the system recognizes. Use registered events to
automate other activities, such as script actions or notifications.

58. How to Fetch Current user?

Use gs.getUserName() to return you current logged in username. You can put this as
query in GlideRecord as

gs. addQuery ('user_name’, gs. getUserName ());

59.What is Record producer?

A record producer is a type of a catalog item that allows users to create task-based
records from the service catalog. For example, you can create a change record or
problem record using record producer. Record producers provide an alternative way
to create records through service catalog.

60. Why do we use UI Macro and UI Page as variables for Service Catalog?

UI Macros and UI pages can be used when you need further flexibility to build
solutions that could not be built using the other catalog variable types. You can think
of these like a "block" in your catalog which you can customize as per your desire.

61. What is UI page?

UI pages can be used to create and display forms, dialogs, lists and other UI
components. Use UI pages as widgets on homepages. To find the UI Pages, navigate
to System UI > UI Pages.

62. What is ACL?

An ACL is access control list that defines what data a user can access and how they
can access it in service now.

Types:

Match the object against field ACL rules

Match the object against table ACL rules.

Objects:

Client-callable script includes

Processors

UI pages

Record

63.What do you mean by star-dot-star in ACL’s (*. * in ACL)?

*. * --> means first star represents all tables and second star represents all fields on
those table.

64.Weight in email notifications?

Email notification weight is defined as a required numerical value for this

notification’s priority relative to other notifications:

With the same target table and recipients

The system only sends the notification with the highest weight

65.What is Global in client script?

It is the Indicator of whether the script applies to all views. When Global is selected,
the script runs regardless of what view is being displayed. When Global is not
selected, this script runs only if the current view matches the script's view.

Global application in client script means the script can be used globally meaning to
all your applications. While the other options are the name of your other application,
if one of the applications is selected, it limits the client script to be use on the current
application you've chosen.

66. Define Users.

Those who use the service on a day-to-day basis.

Users are distinct from customers, as some customers do not use the IT service
directly.

67.What is the difference between g_form and g_user?

g_form is a global object in the GlideForm class that references the currently active
form.

g_user is a global object in GlideUser that references the currently active user. It
contains information about the current user.
Note: - Both runs on Client Side.

68. Difference between Service Request and Record Producer.

A Service Request works with the cart where you can add multiple and then you can
order. On the other end it creates a request, request item, and possibly approvals and
tasks depending on its workflow.

A record producer is nothing but task-based record. Record Producer uses a script or
template to create task-based records, ideally not a Request.

69. What do you mean by View?

A view defines the elements that appear when a user opens a form or a list. Views
are form layouts that you can use to present the same record information in various
ways. For example, end users see a simplified view of the incident record and ITIL
users see more fields. It’s the same data, just displayed in different ways – or views

70. Define Update Set.

An update set is a group of customizations that can be moved from one instance to
another.

71. In which table Update Set is stored?

Each update set is stored in the Update Set [sys_update_set] table.

72. In which table customizations that are associated with the update set is stored?

Customizations are stored in Customer Update [sys_update_xml] table.

73. What do you mean by Data Lookup?

Data Lookup is used to define rules that automatically set one or more field values
when certain conditions are met. For example, on Incident forms, there are priority
lookup rules for the sample data that automatically set the incident Priority based on
the incident Impact and Urgency values. Note: • The custom table must extend the
Data Lookup Matcher Rules [dl_matcher] table. • The columns of a data lookup
table contain both matcher and setter field data.

74.Define Metric.

A metric measure and evaluates the effectiveness of IT service management

processes. For example, a metric could measure the effectiveness of the incident
resolution process by calculating how long it takes to resolve an incident.

75.How many types of Metrics are there?

There are two types of Metrics:

⮚ Field Value Duration

⮚ Script Calculation

76. What are the types of Catalog Items?

Service Catalog offers a few types of catalog items:

Order Guides

Record Producers

Content Items

77. Define ACL.

ACL is used to control what data users can access and how they can access it. The
system searches for ACL rules that match both the object and operation the user
wants to access. If there are no matching ACL rules for the object and operation
combination, then the object does not require any additional security checks and the
instance grants the user access to them.

78. List the types of operation of ACL.

These are follows:

Execute: User cannot execute scripts on record or UI page.

Create: User cannot see theNew UI action from forms. The user also cannot insert
records into a table using API protocols such as web services.

Read: User cannot see the object in forms or lists. The user also cannot retrieve
records using API protocols such as web services.

Write: User sees a read-only field in forms and lists, and the user cannot update
records using API protocols such as web services.

Delete: User cannot see the Delete UI action from forms. The user also cannot
remove records from a table using API protocols such as web services.

List_edit: User cannot update records (rows) from a list.

Report_on: User cannot create reports on the object.

Personalize_choices: User cannot right-click a choice list field and selectConfigure

Choices

edit_task_relations: User cannot define relationships between task tables.

edit_ci_relations: User cannot define relationships between Configuration Item

[cmdb_ci] tables.

save_as_template: Used to control the fields that should be saved when a template is
created.

add_to_list: User cannot view or personalize specific columns in the list mechanic.

NOTE: A user must pass both field and table ACL rules in order to access a record
object.
If a user fails a field ACL rule but passes a table ACL rule, the user is denied access
to the field described by the field ACL rule.

If a user fails a table ACL rule, the user is denied access to all fields in the table even
if the user previously passed a field ACL rule.

79.What are the types of Reference Qualifier?

The types of Reference Qualifier are:

Simple

Dynamic

Advanced

80. What do you mean by Dictionary Override?

Dictionary Override provide the ability to define a field on an extended table

differently from the field on the parent table. For example, for a field on the Task
[task] table, a dictionary override can change the default value on the Incident
[incident] table without affecting the default value on Task [task] or on Change
[change].

81. Define Retroactive start?

If an incident’s priority is changed to 1 – Critical and a Priority 1 SLA is attached at

that time, Retroactive start means that the SLA counts from when the incident was
first created, rather than from when the incident’s priority changed. If Retroactive
start is cleared, the SLA starts on the date and time that it was attached to the
incident.

82. Illustrate g_scratchpad with example.

The g_scratchpad object passes information from the server to the client, such as
when the client requires information not available on the form. For example, if you
have a client script that needs to access the field u_retrieve, and the field is not on the
form, the data is not available to the client script. A typical solution to this situation
is to place the field on the form and then always hide it with a client script or UI
policy. While this solution may be faster to configure, it is slower to execute. If you
know what information the client needs from the server before the form is loaded,
a Display Business Rule can create g_scratchpad properties to hold this information.
The g_scratchpad is sent to the client when the form is requested, making it available
to all client-side scripting methods. This is a very efficient means of sending
information from the server to the client.

For example, assume you open an incident and need to pass this information to the
client: The value of the system property css. base. colour Whether or not the current
record has attachments the name of the caller’s manager A display business rule
sends this information to the client using the following script:

g_scratchpad.css = gs. getProperty(‘css.base.color’);

g_scratchpad.hasAttachments = current. hasAttachments ();

g_scratchpad.managerName = current. caller_id. manager.getDisplayValue();

To access scratchpad data using a client script:

// Check if the form has attachments

if (g_scratchpad.hasAttachments) // do something interesting here

else

alert (‘You need to attach a form signed by ‘+ g_scratchpad.managerName);

83. How can we declare Workflow scratchpad?

The scratchpad itself is automatically available to an executing workflow and
requires no specific declaration. Variables are declared and stored in the scratchpad
simultaneously by referencing it.

workflow. scratchpad. variable Name = variableValue;

Or

var myValue = workflow. scratchpad. variableName;

84. What are captured in Update Sets?

Following are captured in update Sets:

1. Business Rules,

2. Client Scripts

3. Fields Forms and Form Sections

4. Reports

5. Tables & Views

6. Workflows

85. what is Encoded query?

An encoded query string represents a complex filter on a list of records. Use

encoded query strings to include a filter as part of a URL parameter, such as the
sysparm_query URL parameter, or as a reference qualifier to restrict the data that is
selectable for a reference field.

You can create encoded query strings manually or copy them from list filters.

86.What a setWorkflow(e) function does?

setWorkflow(e) enables or disables the running of business rules that might

normally be triggered by subsequent actions. If the e parameter is set to false, an
insert/update will not be audited. Auditing only happens when the parameter is set
to true for a GlideRecordoperation.
Parameters:
e - Boolean variable that if true (default) enables business rules, and if false to
disables them.

87. What is a table extension?

We can extend any new table with one existing table. This brings all the existing
table fields into the new table.

88. What is a Record Producer?

A record producer is a type of a catalog item that allows users to create task-based
records from the service catalog. For example, you can create a change record or
problem record using record producer. Record producers provide an alternative way
to create records through service catalog.

89. What is a data policy?

Data policy checks the mandatory and read-only of a field whenever a record is
inserted or updated through a web-service or import set. For example: If a
mandatory field in the incoming record (from import set or web-service) is empty
then the data policy will not allow to insert that record into the table.

90. What is difference between UI policy and data policy

UI policy acts when a record is inserted or updated through a ServiceNow UI i.e.,

ServiceNow forms while data policy acts whenever a record is inserted or updated
into database through any means.

91.What is dictionary override?

Dictionary Overrides provides the capability to override several properties of a field

in extended table. For example, change table is extended from task table. There is a
field named status in task table and set as read-only. When we use this field in
change form it will show be a read only. We can set this to non-read only by using
the dictionary override. Similarly, there are other properties that can be set for the
fields in extended table.
92. Call glide Ajax into Client script with Example

var ga = new GlideAjax('HelloWorld'); // HelloWorld is the script include class

ga.addParam('sysparm_name','helloWorld'); // helloWorld is the script include

method

ga.addParam('sysparm_user_name',"Bob"); // Set parameter sysparm_user_name to

'Bob'

ga.getXML(HelloWorldParse); /* Call HelloWorld.helloWorld() with the parameter

sysparm_user_name set to 'Bob'

and use the callback function HelloWorldParse () to return the result when ready */

// the callback function for returning the result from the server-side code

function HelloWorldParse(response) {

var answer = response.responseXML.documentElement.getAttribute("answer");

alert(answer);

93. Difference between Business rule and script include?

Business Rule is something you want to run when anything will happen before/after
database update/insert for that record, definitely there are other options as well (like
display and query business rule) etc.

Script Include is like re-usable function, in simple example if you want to calculate
the date different of two date fields from incident form or change form then you can
have 1 script include and can have a Glide Ajax from client scripting to re-use them
for both the places.

94.What is a business rule?

business rule is a server-side script that runs when a record is displayed, inserted,
deleted, or when a table is queried. Use business rules to automatically change
values in form fields when the specified conditions are met.
Business rule is server-side scripting that executes whenever a record is inserted,
updated, deleted, displayed or queried. The key thing to keep in mind while
creating a business rule is that when and on what action it has to execute. We have
different operation like

95. Types of business rules?

Before

After the user submits the form but before any action is taken on the record in the
database

After

After the user submits the form and after any action is taken on the record in the
database

Async

When the scheduler runs the scheduled job is created from the business rule. The
system creates a scheduled job from the business rule after user submits the forms
and after any action is taken on the record in the database

Display

Before the form is presented to the user, just after the data is read from the database

96.What is Incident?

Any Issue in IT industry we known as Incident.

97. What is Problem?

If incident occurs same issue or same category we can consider as problem ticket.

Then we can correct order for that so we can do root cause analysis.