📑 Tables and Records in ServiceNow

CASE STUDY 1:🌐 1. Introduction

In ServiceNow, tables and records are the foundation of all data storage and application development.

• A Table is like a database table—it stores data in rows and columns.

• A Record is a single entry (row) in a table.

• A Field is a column that stores data of a specific type (e.g., text, number, date).

💡 Key Point: Every application in ServiceNow (ITSM, HRSD, CSM, etc.) relies on tables and records to store and process information.

⚙️ 2. Understanding Tables

• Definition: A collection of records that share the same fields.

• Table Hierarchy:

  • Base Tables: Fundamental tables provided by ServiceNow (e.g., task).

  • Extended Tables: Inherit fields and behaviors from base tables (e.g., incident extends task).

  • Custom Tables: Created by developers for custom apps.

Examples of Common Tables:

• incident → Stores incidents

• problem → Stores problems

• change_request → Stores change requests

• cmdb_ci → Stores configuration items (CI)

• sys_user → Stores user information

📝 3. Understanding Records

• A Record is a single row in a table.

• Each record is identified by a Sys ID (a unique 32-character GUID).

• Records can be created:

  • Manually (via forms)

  • Automatically (via workflows, imports, APIs)

Example: A record in the incident table

• Number: INC0001234

• Short Description: "Email not working"

• Caller: John Smith

• State: New

🔍 4. Fields in Tables & Records

• Field: A column in the table representing an attribute.

• Field Types:

  • String (Text)

  • Integer / Decimal

  • Date/Time

  • Choice (Dropdowns)

  • Reference (links to another table, e.g., Caller → sys_user)

  • True/False (Boolean)

💡 Example: In the incident table, the Caller field references the sys_user table.

📊 5. Table Relationships

ServiceNow tables often relate to one another:

• Parent-Child Relationship: task → parent table for incident, problem, change_request

• Reference Fields: Connect one record to another (e.g., Assigned to references sys_user).

• One-to-Many & Many-to-Many Relationships:

  • Example: A user can have many incidents.

  • Example: Many users can be part of many groups.

CASE STUDY 2:⚡  Advanced Concepts

1. Dictionary Entries

   • Define table/field properties like data type, length, default values.

2. System Tables

   • sys_user, sys_user_group, sys_audit (audit history), sys_properties.

3. Auditing

   • ServiceNow can track field-level changes in a record.

4. Access Controls (ACLs)

   • Control which users can read/write/delete records in a table.

5. Views

   • Different layouts of forms/lists for the same table.

6. Database Views

   • Virtual tables that combine data from multiple tables for reporting.

7. Table Indexing

   • Improves query performance on large tables.

🛠️ Real-World Examples

• ITSM: Incidents, Problems, Changes all extend from the task table.

• HRSD: HR cases stored in a separate scoped application table.

• CMDB: CI records stored in cmdb_ci and extended classes (e.g., cmdb_ci_server).

• Custom Apps: Developers create custom tables for unique business processes.

CASE STUDY 3:💡 Best Practices

• Use base tables when possible (to inherit out-of-box features).

• Use reference fields to reduce data duplication.

• Keep field names consistent across apps.

• Monitor table size to avoid performance issues.

• Secure tables with ACLs and roles.

• Always document custom tables and fields.

🎬 Conclusion

Tables and Records are the core building blocks of ServiceNow:

• Tables organize data into structured storage.

• Records capture real-world entities like Incidents, Changes, and Users.

• With advanced features like relationships, views, auditing, and ACLs, ServiceNow tables provide a flexible, secure, and scalable data model for enterprise workflows.

✅ In short: Tables = Data Structure, Records = Data Instances