⚙️ Server-side Scripting in ServiceNow

🌐 1. Introduction

Server-side scripting in ServiceNow refers to writing JavaScript code that executes on the server (backend) rather than in the user’s browser.
It allows developers to:

• Manipulate records in the database

• Enforce business logic and workflows

• Integrate with external systems

• Perform scheduled or background operations

💡 Key Benefit: Server-side scripting provides data integrity, security, and automation for enterprise processes.

📑 2. Where Server-side Scripts Run

1. Business Rules

   • Run when a record is inserted, updated, deleted, or queried.

   • Example: Automatically assign an Incident to the Service Desk group if Priority = 1.

2. Script Includes

   • Reusable server-side classes and functions.

   • Example: A Script Include that returns a user’s manager based on sys_user.

3. Scheduled Jobs (Scheduled Script Executions)

   • Run scripts on a schedule (daily, weekly, etc.).

   • Example: Close all Incidents older than 30 days.

4. Workflow Activities & Flow Designer Actions

   • Server-side scripts can run within workflows or flows for complex logic.

5. Background Scripts

   • Run ad-hoc scripts from System Definition → Scripts - Background.

   • Example: Update all Problem records with a new field value.

6. Script Actions / Events

   • Trigger custom server logic when events are fired.

7. Fix Scripts

   • One-time execution scripts for hotfixes or migrations.

⚡ 3. Key Server-side APIs

ServiceNow provides powerful APIs for server scripting:

3.1 GlideRecord (Database Operations)

• Used to query, insert, update, or delete records.

var gr = new GlideRecord('incident');
gr.addQuery('priority', 1);
gr.query();
while (gr.next()) {
   gr.state = '2'; // In Progress
   gr.update();
}

3.2 GlideSystem (gs)

• Provides utility methods (logging, messages, user info).

gs.info("This is a log message.");
var user = gs.getUserDisplayName();

3.3 GlideDateTime

• Handles date and time operations.

var gdt = new GlideDateTime();
gs.info("Current date/time: " + gdt.getDisplayValue());

3.4 GlideAjax (Server + Client Communication)

• Allows client scripts to call server-side Script Includes.

3.5 GlideAggregate

• Used for reporting-style queries (sum, avg, count).

var agg = new GlideAggregate('incident');
agg.addAggregate('COUNT');
agg.query();
if (agg.next()) {
   gs.info("Total Incidents: " + agg.getAggregate('COUNT'));
}

🛠️ 4. Real-World Examples

Example 1: Auto-assign Incident (Business Rule)

if (current.priority == 1 && !current.assignment_group) {
   current.assignment_group.setDisplayValue('Service Desk');
}

Example 2: Script Include for Reusability

var UserUtils = Class.create();
UserUtils.prototype = {
    initialize: function() {},
    
    getManager: function(userId) {
        var gr = new GlideRecord('sys_user');
        if (gr.get(userId)) {
            return gr.manager;
        }
        return null;
    },
    
    type: 'UserUtils'
};

Example 3: Scheduled Job (Auto-close Incidents)

var gr = new GlideRecord('incident');
gr.addQuery('state', 'Resolved');
gr.addQuery('sys_updated_on', '<=', gs.daysAgo(30));
gr.query();
while (gr.next()) {
   gr.state = 'Closed';
   gr.update();
}

🔍 5. Advanced Concepts

1. Scoped Applications

   • Scripts can be scoped, meaning they’re isolated and protected within an application.

2. Asynchronous Processing

   • Use gs.eventQueue() or gs.eventQueueScheduled() to trigger async logic.

3. Scripted REST APIs

   • Expose server-side logic as REST endpoints for integrations.

4. Error Handling & Logging

   • Always use try...catch and gs.error() for robust debugging.

5. Script Optimization

   • Minimize GlideRecord loops, use indexed fields, and limit queries.

💡 6. Best Practices

• ✅ Use Script Includes for reusable logic.

• ✅ Always test scripts in sub-production before moving to Prod.

• ✅ Use Scoped Apps for modular and upgrade-safe code.

• ✅ Add comments and documentation for maintainability.

• ✅ Limit Business Rule execution (avoid running unnecessary queries).

• ❌ Avoid long-running scripts in Background Jobs (split into batches).

• ❌ Don’t overuse synchronous server calls from client scripts.

🎬  Conclusion

Server-side scripting is the backbone of automation in ServiceNow.

• It enables data manipulation, business logic, integration, and backend processing.

• With tools like Business Rules, Script Includes, and Scheduled Jobs, admins and developers can enforce enterprise workflows effectively.

• Following best practices ensures performance, scalability, and security.