Enable Productivity Flashcards
Reports allow users to:
View and analyze ServiceNow data prepared on an ad-hoc basis
Reports can be run:
manually or scheduled to run automatically
Where would you navigate in the platform to learn about Reports?
All > Reports > Getting Started
How many types of reports does the base instance come with?
Over 25 including Pareto, Donut, Heatmap, Speedometer, Dial, Single Score, Pie, Semi Donut, Bubble, Multi-Level PivotTable, Line, Column, Area, Spline, Bar, Histogram, Horizontal Bar, List, Funnel, Calendar, Pyramid, Box, Trend, Control, Trendbox, Map, PivotTable and Text Analytics.
How to access the Report Designer?
All > Reports > View / Run
What facilitates the Report Designer?
The Report Designer allows users to easily create reports by following guided flows to configure, preview, edit and share reports.
What are the 4 sections of an Report Designer?
- Data
- Type
- Configure
- Style
What tables are restricted from the reporting modules?
System tables such as: syslog, syslog_transaction, sys_attachment and sys_email.
Everytime you make an adjustment to your report remember to click:
Run
Update (in Reporting) means:
Overwrite report and return to the report list
Insert (in Reporting) means:
Save a duplicate copy and return to the report list
Insert and Stay (in Reporting) means:
Save a duplicate copy of the report, remaining on the report
Save as report source:
Allows to create a pre-defined data set that can be used for created reports (need a role)
How to make a report visible to a particular group or user?
Use the Share option to select Groups and/or users
Steps to publishing a report:
- Click Share icon and choose Publish
- Copy report link to copy URL
- Open URL in a browser
What needs to be enabled to publish reports?
System property glide.report.published_reports.enabled
How can you share reports?
- Share to users/groups
- Schedule to run and be emailed as an attachment automatically
- Add to Dashboard
- Export to PDF
- Publish
How can you report on Catalog Items?
- Filter based on Variables
- Report based on Variables (configure section)
Tags provide:
An easy way to categorize, flag and locate records
How can tags be created?
From a list or for view against any record
How in the List view can you create Tags?
Righ-click Record Context Menu > Assign Tag
How can you assign a tag in a form view?
Click More Options > Add Tag
What are the 3 ways to add tags?
- List view > right-click > Assign Tag
- Form view > More Options > Assign Tag
- Add Tag column to list view and add a tag directly into the record
How to access personal tags most easily?
- My Tags module
- My Tagged Documents
What role do you need to have to set tags as Viewable to Everyone?
admin or tags_admin
What is the difference between Reports and Performance Analytics?
Reports capture the current state of platform data, Performance Analytics provides information about performance over time (iteratively)
Performance Analytics (PA) allows users to:
Create Dashboard with widgets to visualize data over time to identify areas for improvement
How is Performance Analytics architectured?
Widget, Tables, Data Collector and Dashboard
What can PA do?
- Track performance against Targets
- Alert when Threshold are met
- Forecast future performance
- Compare performance at different points in time
Dashboard enables:
To display multiple Performance Analytics, reports, and widgets on a single screen
Dashboards can be:
- responsive, and
- nonresponsive
Use Dashboards to:
Create a story with data
Templates allow:
Form fields to be populated automatically simplifying the process of generating new records.
Quick messages allow:
To create redefined content to add into the email client so your users can compose emails consistently and efficiently
Notifications can:
- Be triggered by events on the platform,
- and require no scripting knowledge.
A notification can alert users through the following methods:
- SMS
- Meeting Invitation
Notifications are received by:
- Configured users
- Voluntary recipients who subscribed
To view sent notifications from your instance navigate to:
All> System Mailboxes > Outbound > Outbox
Email layouts:
Are created to specify the HTML content you want to appear in the body of one or more email templates
How to use Email Layouts and Templates with Notifications?
- Create Email Layout (banner/header/footer)
- Apply Layout to Email Template (content)
- Apply Template to Notification (what it will contain)
What you need to specify to create a Notification?
- When to send
- Who will receive
- What it will contain
When to send dropdown options are:
- record inserted or upated,
- event is fired
- Triggered
- Script
To how many users should you consider limiting your recipients list?
1000 users
If a notifications has more than 100 intended recipients:
The system creates multiple messages to up to 100 recipients
What will be used from an Email Template?
- Subject and message unless overwritten
Dot-walking:
Gathers information from a series of tables through reference fields
Dot-walking can be used:
Across the Platform
Watermarks are:
By default system-generated watermark labels at the bottom of each notification email to allow matching incoming email to existing records
If watermarks are omitted from email notifications,
Inbound Actions might not work properly.
A watermark includes:
a random 20-character string after “Ref” that makes it unique and can be customized.
What does a watermark consist of?
- Customizable prefix
- Auto-numbered identifier
- An underscore character followed by a random 20 character string
Subscriptions:
Allow users to be informed of various activity occuring in the platform, whether it directly related to them or not
Which fields can be used to ensure certain notifications cannot be unsubscribed?
- Force Delivery
- Mandatory
Annotations:
Appear on various forms and contain useful information; can we toggled off in a form via More Options
What does the placeholder ${URI_REF} do in a notification?
Displays value of the record as link text and renders as a direct link to the incident record.
Sidebar allows:
Users to have a real-time collaboration with others based around a workspace task-based or interaction-based record
How many discussions can be created via Sidebar per record?
Only one discussion per record
What can you do with the Sidebar:
- Sidebar discussions
- Search within discussions
- Pin
- All, Unread, Favorites (select preferred options to view discussions)
Docked Chat Windows (for Fulfillers) can be accessed:
Fulfillers can access multiple Sidebar discussions at the same time using the docked windows feature.
When a Sidebar discussion is created,
the record card is automatically added at the start of the chat window.
Docked chat windows include these features:
- Favorites
- Information
- Collapse
- Close
Activity Stream in Sidebar
The sidebar is integrated with activity stream - when you start a Sidebar discussion, a tile corresponding to the discussion is automatically added to the activity stream.
Sidebar and discussions are available only with:
Next Experience UI
Integration Hub:
Offers several pre-built sets of integration actions to interact with common 3rd party applications. These sets of actions are referred as spokes.
Automation Center application:
Allows to discover, prioritize and manager automation requests in your instance, all in one place.
Predictive Intelligence:
Uses machine-learning algorithms to set field values during record creation. You need admin or ml_admin role to initiate set up.
What should you consider when exporting a report to PDF?
- Information may be obsolete
- Access control is not enforced on exported data
What are the 4 tabs used to create a report in Report Designer?
Data, Type, Configure, Style
What can trigger a notification?
- Record inserted or updated
- Event is fired
- A script
Name three ways of sharing a report with other people in the organization?
- Schedule email
- Export to PDF
- Publish
Which 3 tabs are used to configure a notification?
- When to send?
- Who will receive?
- What it will contain?
Where can users define notification channels and manage subscriptions?
all > Self-Service> My Notification Preferences OR User Profile Menu> Preferences > Notifications > Core UI
