🔹 How many ways Incident record can be created/inserted in ServiceNow?

Ans: 🚀 Multiple ways to create Incident records:

• 📝 Manual
• 📋 Record Producers
• 👨‍💼 Employee Self Service
• 📧 Inbound email actions
• 📂 Importing XML/Excel and transforming data
• 💻 Server Side Scripts (BR, WF, Fix Scripts, Background Scripts)
• 🌐 Using REST or SOAP APIs

🔹 How many ways Tables 🗂️ can be created in ServiceNow?

Ans: 📌 Three ways:

• 🆕 Create from Scratch
• 📄 Create from existing table
• 📥 Importing a Spreadsheet

📝 Note: Incident, Change, Problem tables are extended from Task table.

🔹 What is the import set in ServiceNow and explain?

Ans: 🔄 Import sets allow administrators to import data from external sources and map it to ServiceNow tables using transform maps.

🎯 Data Sources:

• 📊 Excel
• 📁 CSV
• 🧾 XML
• 🔌 JDBC
• 📂 LDAP
• 🌐 HTTP
• 📤 FTP

🔧 Steps:

• 📌 Create a Data Source
• 📥 Load data into staging table
• 🗺️ Create Transform Field Map
• 🔍 Auto Map Matching Fields
• 🛠️ Use Mapping Assist
• 🧮 Use Transform Map Scripts
• 🔁 Use Transform Event Script to update records only

🛡️ Coalesce Field: Prevents duplicates by updating existing records if found.

🔹 What are the Service Level Agreement (SLA) types and explain?

Ans:

• 📘 SLA – Agreement between provider and customer. Includes Response Time & Resolution Time targets.
• 📗 OLA – Internal agreement between IT teams.
• 📙 UC – Contract with external vendors.

⏱️ Retroactive: Starts the SLA from a past time, even before official trigger.

🧾 SLA Definition: Start Condition ➡ Pause Condition ➡ Stop Condition ➡ Reset Condition

🔹 What are the types of Notifications in ServiceNow?

• 📧 Email Notifications (Inbound & Outbound)
• 📱 SMS Messages
• 📲 Push Notifications
• 💬 Messaging Apps (e.g. MS Teams, GChat)

✅ Steps to send Email Notification:

1. 🔔 When to send – Conditions
2. 👥 Who will receive – Recipients
3. 📜 What it contains – Content
4. 📚 Digest content – If grouped

📤 Ways to Trigger Notification:

• 📌 On Record Insert/Update
• 📣 When Event is Fired
• 🛠️ Notification step in Flow Designer

⚖️ Weight Field: Prioritizes which notification gets sent. Default is 0. Highest wins if conflict.

🔔 Subscribe Checkbox: Lets users opt-in for specific notifications.

📜 Calling Email Script in Email Body:
Syntax: ${mail_script:script_name}

📨 How to add CC/BCC:

• 🔭 Watch List
• ⚙️ Workflow Script
• 💻 Email Script

🔹 How to trigger Notification using Event from Registry?

1. 🆕 Create Event Record from System Policy > Events > Registry
2. 🔗 Link to Table (e.g., Incident)
3. 📧 Create Notification & set trigger as Event is fired

🔹 What is Quick Message?

Ans: ✉️ Quick Messages are pre-defined templates for emails to save time and maintain consistency.

🔹 What is Flow Designer?

Ans: 🔄 A no/low-code interface to automate workflows in ServiceNow.

• 🌊 Flow: Automated process triggered by an event
• 🔁 Subflow: Reusable action sequence
• 🎯 Trigger: Event that initiates the flow
• ⚙️ Action: A single operation like REST call, update, etc.
• 📏 Condition: Logic to determine flow behavior

🔹 What is Trigger and its types?

Ans: 🔔 A Trigger initiates flow/actions in ServiceNow.

• 📁 Record Trigger – On record creation or update
• 🕒 Scheduled Trigger – On specific date/time or intervals
• 🧩 Application Trigger – App-specific conditions
• 📧 Inbound Email Trigger – On receiving email
• 🌍 Spoke Trigger – External app/webhook based