ServiceNow CSA Topic: Custom application Part 1
December 19, 2022

1. Understanding Application

Hello. Welcome back. This is the last section of the whole administration training, and this is one of the most important sections of all the sections. Earlier, we had an individual section for each and every topic. But in this section, we’ll go over a lot of COVID-related topics. Almost all the instructions or whatever we have taught till now, like the creation of tables, the creation of events, notifications, Many more are covered in this single section. I spent more than an hour and a half practicing timing just for this section. So if you see that this whole section is more than one and a half hours, the reason why I’m putting it there is because, as I said earlier, this is actually one of the real-time applications. And if you get to understand the whole process clearly, you will actually get a good grip on the service.

For example, because this application covers all customizations, such as the creation of business rules and UI policies, as well as the creation of workflows and attaching them to any of the records with certain conditions, Furthermore, we are developing a custom application, which we refer to as a custom-scoped application. All applications, such as incident change, are typically created in the global scope. But this application is created in a custom scope. which means this is not going to impact any other customizations like the incident customization, the problem customization, or the changed change customizations. We are going to discuss these things in this section as we go further. We’ll be getting to know all these details before getting into the application.

First, the most important thing is to understand the requirements and the organization’s requirements. Only then will we be able to configure the ServiceNow process properly. So let’s understand the process first. The application that we are going to create is an airline feedback application. As the subtitle suggests, this is an application that assists airlines in improving their processes. We intend to develop a feedback application through which users can provide feedback, and the airlines will be able to use this feedback to improve or enhance their existing processes. What is this application about? First, the user should be able to provide feedback for the flights. Whatever he has travelled for It could be related to the flight’s maintenance or the behaviour of the air hostess. Whatever it is, whatever the feedback he wants to provide, he should be able to provide the feedback.

Once he submits that feedback, there will be a review or team. This team will decide whether this feedback should continue or not. If they reject it, the feedback will be complete and no enhancement will be created. But if the feedback is approved, an enhancement should be created. This is what we are going to do in this whole application. What is the workflow of this particular application at the highest level? Once the feedback is submitted, the reviewer will approve it. Yes, if the reviewer approves, enhancements will be created. Once the enhancement is complete, the feedback will also be complete. If the reviewer disapproves of it or rejects it, then even then the enhancement will not be created, but the feedback will be closed. As I said, this is one of the most important topics for me because of this thing. The used elements Well, you can see all the applications and all the customizations, like the creation of tables and fields. User administration will actually create two different tables.

And we’ll be adding different fields. We’ll be extending one of the tables to accommodate their task. And we will also actually create certain roles and groups. We’ll assign these roles and groups to specific users so that they will get access to this scoped application. We’ll be creating a workflow so that we can actually trigger approvals. And also, we’ll be creating the enhancement directly from the workflow. We’ll have different examples for each of the customizations. Like the business rule, we have a single requirement. And for the client script, we have a requirement. UI action, UI policy We have different requirements for all of them. On top of it, we are actually creating events. We register an event, and we trigger those events. Basically, by creating this event, we’re going to create notifications.

All these things are also covered in this particular scoped application. And finally, data import. As I said, we are going to create this application for flights. We are going to import certain data related to the flights—some dummy data here. Basically, we are going to understand the process of transforming maps, data sources, staging tables, all these things, field maps, and all.We’ll be covering all those topics in this particular place. And on top of it, I have also become a record producer. This record producer’s job is to directly create the feedback. We’ll be seeing this particular thing once we start the session. I’m very eagerly waiting for you guys to come to the other side, where we can actually start creating this whole new application, which is a totally custom-scoped application. Thanks guys. We’ll meet up ahead.

2. Tables and Columns Creation

Now let’s discuss the creation of tables. For this application, we are going to create two different tables. One is to store the flight data, and another is airline feedback data. The first thing you’ll notice in the flight schedule is the airline’s flight number, followed by the airline’s name and then the type, whether it’s a domestic or international flight. And then we have active fields on the airline feedback table. We have feedback. Number flight. This is an allusion to the Flights table. And then we have category, which is a choice.

Then feedback summaries and feedback descriptions The description field will contain detailed user feedback, and the status field will be a selection. It will begin with “New,” then move on to “Review,” where it will say “Enhancement Created” or “Cruised.” Finally, we have an active field. So these are the fields that we need to create. So for this, let’s go and create a custom scope application. And then we’ll start creating all these tables once you log in to the service. Now just type “Applications” on the left navigation pane under “System Applications” and you’ll be able to see these modules. Just click on the applications. These are custom applications. For now, I’m going to click on “New” and I’m going to create a custom application. The name of the application will be Airlines Feedback, and the scope will be Air Underscore Feed.

We are going to create a table with this for this particular application. First table. It is on slides. There is a small difference between the usual table creation and the scope application table creation. Whenever we enter the label automatically when creating tables, the name is usually U underscore the label. However, in this case, it appears as x, then a number, and then an underscore feed. So that is originating from this scope. Whatever table we create in this scope will start with the scope name and then the table name. Do we need to create any modules in the left navigation pane? For now, yes, I’m selecting that. I don’t want to extend any tables for now, and I don’t need any auto-membering either. That’s it. I’m going to click on the Create New Application button. When we enter the application, our scoped application is created. As you can see, the application name is Elaine’s Feedback. It has the specified name.

And then if we go to the bottom, we’ll have all the application files, like whatever tables have been created. So for this particular application file, many things have been created. like the field label. This is nothing but the table name. Then an application menu is created. In the left navigation pane, an ACL is created so that only the logged-in people can access this table. So all these are created automatically. Now, let me just go and look at our table. So here we can see the flights; this is our table. If we try to click on “Create New,” we can see that no fields are created. Let’s go to the table and configure the fields. In this table, I’m going to click on the right-click menu, then configure, and then table. So here I can create the fields. The first field is that we are just creating the fields from the PowerPoint, which I have just shown as flight number, which is a string type, and then airline. This is also a string and is then active.

This is true or false. Then we have the type field, which gives us a choice of whether it is domestic or international. So that’s it. We’ve created the basic fields needed for the flights table. If I go to the form layout now, first let me bring the fields over to the list layout, the airline that it is active for, then the flight number, then the type, and that’s it. When I click New, I can see the fields to which I need to add options, so I will right-click and configure options. Domestic or international is the first option. So that’s it regarding these first table flights. Now let’s go and create another table. Before creating that, let’s say if I’m going to click on “new,” as you see now, first of all, airline If you look on the right side, you can see that the application is “Airline Feedback,” and the name is “Auto Populating.” Usually in our earlier sessions, whatever we create is for global application, but this is a scoped one.

Let’s extend this table with the task because we need certain fields like the state field, the assignment group field, all those things; let’s extend it and then save the form. We have a short description and a description field on the task table. Let us utilise those two fields as “feedback summary” and “feedback description” fields. All I have to do is go to the form on this form. I can see the short description by clicking I can go to the configuration dictionary, and then I’m going to create a label only for our table, and the label is feedback summary. The plural form of it is “feedback summaries.” If I go back to the form, I can see that the short description is now changed the same way I’m going to do it for the description field, which is now called “feedback description.” You can see that I’m not able to edit this particular dictionary.

This particular dictionary is on global application, so I won’t be able to make any changes. This record is in global application, but AirlineFeedback is the current application for that. If I want to change the scope, I need to go to this developer, and then I need to change the application to global; only then will I be able to modify this particular dictionary. For now, let me remain in this application. So this is the reason why we create some custom applications in the scoped applications: we won’t be touching any of the out-of-the-box elements. Now feedback descriptions and then feedback descriptions So that’s it. Let’s go back to the form and see whether the change was made properly or not. Yes, it has changed it.Now if I go and see the task table or any of the task-related tables, the short description has actually been modified the label of short description.This will not impact any of the tables. You can see that it is still a short description. It only impacts our table because we created and configured the label in our particular table.

Let me remove the unnecessary fields. navigate to the form layout I don’t require the priority or the CI, and I require active but not on the form. And suppose I want the state but not the parent. That’s it. And I’d like assignment groups as well as some extra fields. So, before we do that, let’s configure tables. Now if we go to the controls, we’ll be able to auto-number this, and our name will be A-I-R-F-E-E-T airline feedback. Now you can see the number. Let us see the remaining fields. The fields are: we have created the feedback number, and we just need to modify the label of the number field again. Then we need to create a field that is a reference field, and then we need a category field. We do have status, which is nothing but the state. That’s it. So we just need to create a flight and category. Let me modify the label again. This label is the feedback number. Yes, everything is good.

We’ll need to add a field that contains a link to the flights table. I’ll lay it out for you. Earlier, we had gone to the table and created the fields, but now let’s create them from here. The field name is “Flight.” It is a reference field. Then we need to select the table, and then let’s see whether the category field is available. No, it is not available. Let’s create a category field, and this is the choice type. I’m just rearranging the fields so that they look appropriate. We don’t need work notes. That’s it. Now let us add certain categories. Let’s say food services The feedback is on food services or punctuality. cabin crew, pilot maintenance These are the various categories. We can add a number of categories. So that’s it. Our basic form is ready for both tables. In the next particular video, we’ll be talking about workflows, and then we’ll go ahead with the customizations like business rules and all that.

3. Import Data

In this video, we are going to load data regarding the flights. We’ll be loading certain sample data into the flights table. For that, let’s create a data source. The data source will be called “import set table,” “lights,” and “staging.” This is the staging table. Then we’ll have the attachment. The file format is Excel. That’s it. Let’s save the record. The next step is attaching the file. I’m going to attach the file. So this is the file that I’m going to attach. Before loading the data, let’s try to see what exactly the data in the flights is. We have three columns.

One is airline, another is flight number, and another is type. The data is very random, and this is purely sample data. Let’s get into the ServiceNow system. I’m going to test load 20 records, creating a transform app. Before that, we can see the loaded data. I can bring in the fields that were copied, like the flight number type and the airline. So this is the data coming from the Excel sheet. So these data—flight number, type, and airline—are Okay, let’s create the transform maps. Then the target table is our flight table. I’m going to say the transform map. Now go into the auto-map matching fields. We can see that three fields were created. The type, airline, and field number Flight number. As a result, there is no need for a mapping assistant because the names have been properly mapped. Let’s go to the data source again.

The most direct path to recent elements is always through history. Don’t always go through the application menu. Get used to the history tab so that the way you get to the records or the time taken for you to get there will be faster. I’m going to the data source. I can see the transformation. So everything is ready for now. Just before loading, let’s make sure that all the records that are going to be loaded are in active status. So for that, we must make sure that the default value for the active field is true. I’m going to create a new flight. If I submit, the active state will be false. However, I should configure the field so that it is always true during creation. I’m going to set it to true. Now. If I click on “new,” automatically “active” will be true. Of course, I can also make it active afterwards. But initially, it will be active. True. Let’s go to the data source and load the data. Now, load all records and then run transform. Finally transform. If we go to the transformed history, we can see that 15 records are present and 15 are inserted. If we go to the flights, we should be able to see all the records. Yes, all the data is copied.

Now. If I get inside the records, we can see the data very clearly; the data is actually copied. Perfectly, based on the exit rate. We are now good with the flights. If we go to the flight feedback table, if we create a new one, we will be able to select the flight over here. These are the flight numbers. Basically, the display value is not set properly. Let’s go back to the flights. If we are going to reference this particular table, let’s say if I open the record at the top, you can see the creation time. This is not the proper one. We should configure first, then table. Or I can go directly to the field number, a flight number. Sorry. There is this display option. If I check it now, we can see the flight number over the top going back to the airline feedback. If I create a record and then select the flight, I should be able to see the flight number. Yes. So that’s it. The data loading is complete. Let’s go and start the next session.

4. User Administration

In this video, we are going to discuss the roles and group creation for this application. Before that, let’s go ahead and impersonate an end user. Let’s see whether this particular member, the Joey employee, or the end user is able to see our application. As you can see, he is not able to see the application. Let’s pretend to be an ITIL. Let’s search for our feedback.

There is no application to that. And even if we search for the flight, no, he is not able to see this. Now, let us understand why these people are not able to see this. If we search for the flights, we can see the airline feedback. We can see that a role is present. So, if a user has this role, only that person can see this application menu. That is the reason why the ITL person and the end user are not able to see the application menu. Now, let’s go ahead and create a group that can access this application. And we’ll also be giving this role to that group. Whenever a user is added to that group, he automatically gets this role. We’ll also visit the user administration. Now, by just typing “groups” or, let’s directly type “user administration” under “groups,” we are going to create a new group called the “feedback team” or “airlines feedback team.” I’m saving the record. I’m going to add the role that is related to our scoped application.

If I add any user to this group, he’ll automatically get the role. I’m going to add it to this particular application. So that’s it. We have created the group, added the role, and also added the user. Let’s see what happens if he logs in. Now. I’m going to use the impersonation feature again. Assume the user’s and ITIL’s identities. Yes, he is able to see the application window, and he is also able to see the records. Let me personalize his view list layout view. That’s it. Everything is fine now. If I go to the airline feedbacks, there is no problem for the ITL user. He can select the flight; that’s it in the category. Everything is fine now. So that’s it. Regarding the user administration for this particular application, whoever needs access to it has to get a role, or they can be directly added to the group that we have created.

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