📋 Lists and Forms in ServiceNow

CASE STUDY 1:🌐 1. Introduction

In ServiceNow, Lists and Forms are the primary interfaces through which users interact with data:

• A List shows multiple records from a table in a tabular view.

• A Form displays a single record and allows users to view or edit details.

💡 Key Point: Lists = many records view, Forms = single record view.

📑 2. Lists in ServiceNow

Definition

A List is a grid-like display of multiple records from a table. It helps users quickly view, filter, and sort data.

Features of Lists

• Column Headers: Display table fields (e.g., Number, Priority, State).

• Sorting: Click on column headers to sort ascending/descending.

• Filtering: Use conditions to narrow down records (e.g., Priority = High).

• Search: Quick search on columns.

• Personalization: Users can add/remove columns or change list layouts.

• List Layouts: Can be configured differently for different roles.

Example

In the Incident List View:

• Columns: Number, Short Description, Priority, State, Assigned To.

• Each row represents an incident record.

📝 3. Forms in ServiceNow

Definition

A Form is a view of a single record where users can create, read, update, or delete data.

Features of Forms

• Header: Shows record number and key details.

• Sections & Tabs: Organize related fields (e.g., Incident form has Details, Resolution, SLA tabs).

• Form Fields: Data entry points (text, dropdowns, reference fields, checkboxes, etc.).

• Related Lists: Show associated records (e.g., Incident Tasks, Attachments).

• UI Policies & Client Scripts: Dynamically control visibility, read-only status, or mandatory fields.

Example

In the Incident Form:

• Fields: Short Description, Description, Priority, State, Assignment Group, Caller.

• Users can update the record, attach files, or add comments.

🔄 4. Interaction Between Lists and Forms

• Clicking a record in a List opens its Form.

• Submitting a Form updates the record and returns you to the List view (if chosen).

• Users can navigate between List → Form → Related List → Another Form.

CASE STUDY 2:⚡  Advanced Concepts

1. Form Views

   • Multiple layouts for the same form (e.g., Default View, Mobile View, HR View).

   • Useful for tailoring forms for specific user roles.

2. List Controls & Personalization

   • Save favorite filters to quickly access important records.

   • Configure default list views at role/user level.

3. Embedded Lists in Forms

   • Show related records directly in a form (e.g., Incidents → Related Change Requests).

4. Dictionary Overrides

   • Adjust field behavior on extended tables without altering the parent field definition.

5. Form Annotations & Info Messages

   • Provide guidance and contextual help to end users on forms.

🛠️ Real-World Examples

• Incident List: A Service Desk agent views all open incidents assigned to their team.

• Incident Form: The agent updates the state to "In Progress" and assigns it to a technician.

• Change Request Form: A Change Manager submits a request with planned start and end times.

• User Form (sys_user): HR updates employee details like department, email, and manager.

CASE STUDY 3:💡  Best Practices

• Keep lists concise—too many columns reduce readability.

• Use reference fields in forms for consistency instead of free text.

• Create role-specific views for forms to improve usability.

• Use UI Policies instead of scripts where possible (performance-friendly).

• Add help text or info messages for end users on critical fields.

🎬 Conclusion

Lists and Forms are the heart of user interaction in ServiceNow.

• Lists give a high-level overview and enable filtering/sorting.

• Forms provide detailed views for managing individual records.

• Together, they ensure efficient navigation, data management, and process execution in ServiceNow.