📝 Form and List Customizations in ServiceNow

CASE STUDY 1:🌐 1. Introduction

ServiceNow provides powerful tools to customize forms and lists, ensuring that users see the right data in the right way.

• Forms → Used to view and edit individual records.

• Lists → Display multiple records in a table-like view.

💡 Key Benefit: Customizations make ServiceNow user-friendly, role-specific, and efficient, without requiring code changes.

📋 2. List Customizations

Features You Can Customize

1. Personalize List Layout

   • Add/remove/rearrange columns.

   • Example: Add “Assignment Group” to the Incident list.

2. Sorting & Filtering

   • Sort by Priority, State, or custom fields.

   • Save filters as Favorites.

3. List Layouts by Role/View

   • Different layouts for different roles (e.g., ITIL user vs. Manager).

4. Grouping and Totals

   • Group incidents by Priority and display totals.

5. List Controls & Actions

   • Add bulk actions like “Assign to Me” or “Close Selected.”

6. Embedded Lists

   • Show related records directly in another list.

📝 3. Form Customizations

Features You Can Customize

1. Form Layout

   • Add/remove/reorder fields.

   • Example: Place “Caller” above “Short Description.”

2. Form Sections & Tabs

   • Organize fields into logical sections (e.g., Details, Resolution, SLA).

3. Related Lists

   • Add associated records (e.g., “Tasks” or “Attachments” for an Incident).

4. Form Views

   • Multiple form views for different user roles or scenarios (e.g., “Mobile View,” “HR View”).

5. UI Policies

   • Dynamically hide, show, or make fields mandatory.

   • Example: If Priority = 1, make “Assignment Group” mandatory.

6. Client Scripts

   • Add client-side logic to forms.

   • Example: Auto-populate “Impact” when Priority = 1.

CASE STUDY 2:⚡  Advanced Customization Features

For Lists

• List V3 Interface → Drag-and-drop personalization with more filters.

• List Calculations → Add totals, averages, and percentages.

• List Editing → Inline edit fields directly without opening a form.

For Forms

• Dictionary Overrides → Change field behavior for extended tables.

• Annotations & Info Messages → Add help text for end-users.

• Form Designer → Visual drag-and-drop tool to configure layouts.

• Embedded Widgets (Now Experience UI) → Display dashboards, charts, or Virtual Agent inside forms.

🛠️ 5. Real-World Examples

1. Incident List Customization

   • IT Managers view “Incidents by Priority” with a grouping and SLA countdown column.

2. Change Request Form

   • Risk and Impact sections displayed only to Change Managers.

3. HR Case Form

   • Simplified form view for HR agents with only necessary fields, improving efficiency.

4. Service Catalog Requests

   • Add “Approval History” related list for transparency.

💡 Best Practices

• ✅ Use Form Designer and List Layouts for admin-level customizations.

• ✅ Use UI Policies before Client Scripts (performance-friendly).

• ✅ Keep forms clean and role-specific (avoid clutter).

• ✅ Use views for different teams (HR, IT, Finance).

• ✅ Document all customizations for governance.

• ❌ Avoid excessive client scripting that impacts form performance.

• ❌ Don’t overload lists with too many columns (performance hit).

🎬 Clean Conclusion

Form and List Customizations in ServiceNow are essential for tailoring the platform to business needs:

• Lists → Improve visibility across multiple records.

• Forms → Provide detailed, role-specific views for individual records.

• Advanced customizations → Enhance usability with policies, scripts, and embedded widgets.