IF we have complex logic which requires lot of scripting then we should go with Workflow, in all other cases we can go with Flow Designer.

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Feature/Aspect Flow Designer Workflow Trigger Types Multiple trigger types like Scheduled, Application, and Record triggers. Triggers on Record creation or when specific conditions are met. Integration Capabilities Provides numerous spokes for integrating ServiceNow with external systems using Integration Hub with low code. No built-in support for Integration Hub or easy external system integration. Rollback Feature No rollback action available. Includes a rollback activity to revert to an earlier activity in the workflow. Scripting Limited scripting capabilities; cannot easily handle complex scripting. Supports complex scripting with the ability to use the current object for dot-walking. SLA Timer Support Cannot be used for requirements related to SLA timers. Can be used for SLA timer-related requirements.

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When configuring the out-of-the-box (OOB) ServiceNow Incident Management application for end users, there are several key configurations you should consider to ensure it meets your organization's needs. Here are the essential configuration steps: User Roles and Permissions: Define and assign appropriate roles to end users, such as "Incident Caller" or "End User." These roles should have the necessary permissions to create, view, and update incidents. Service Catalog Configuration: If incidents can be reported through a service catalog, configure catalog items for incident creation. Define the variables and information you want end users to provide when reporting incidents. Incident Categories and Subcategories: Set up incident categories and subcategories to classify incidents effectively. This helps in routing incidents to the correct assignment groups and analyzing incident data. Assignment Groups: Define assignment groups responsible for handling different types of incidents. Configure automatic assignment rules based on incident category, subcategory, or other criteria to ensure incidents are routed to the appropriate teams. Service Level Agreements (SLAs): Set up SLAs to define response and resolution time targets for incidents. Associate SLAs with incident categories or priorities to ensure that incidents are prioritized correctly. Incident States and Workflow: Configure incident states and workflows to match your organization's incident management process. Define the stages an incident goes through from creation to closure and customize the workflow to meet your needs. Notifications and Email Templates: Configure notification rules to keep end users informed about the progress of their incidents. Create and customize email templates for incident notifications to ensure clear communication. Knowledge Base Integration: Integrate the incident management application with the knowledge base to provide end users with access to self-service solutions and knowledge articles that can help them resolve common issues. Incident Numbering and Prefixes: Customize incident numbering and prefixes to align with your organization's numbering conventions and to make it easier to identify and track incidents. Incident Templates: Create incident templates to simplify the incident reporting process for end users. These templates can pre-fill incident fields with common information. Client Scripts and UI Policies: Implement client scripts and UI policies to enhance the user experience by adding client-side validation and dynamic behavior to incident forms. Service Portal Configuration (Optional): If you're using ServiceNow's Service Portal, configure incident-related widgets and forms to provide an intuitive and user-friendly interface for end users. Access Control Lists (ACLs): Define ACLs to control access to incident records and ensure data security and privacy. Reporting and Dashboards: Set up incident-related reports and dashboards to provide end users with visibility into incident trends and performance metrics. Testing and Training: Thoroughly test the configuration to ensure it meets end-user needs and aligns with your incident management processes. Provide training to end users on how to use the system effectively. Documentation: Create user guides and documentation to help end users navigate the incident management application and understand their roles and responsibilities.

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Thanks Vamsi for such brief explaination

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Actual elapsed values are calculated on a 24x7 basis. Business elapsed values are calculated based on the schedule specified in the task SLA. The schedule is taken from the SLA definition by default.

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Actual elapsed time is the total time the SLA has taken from the time SLA start until the SLA completed. Business elapsed time is the total time which is calculated as per Schedule type (Give in SLA form for e.g., 2 business days by 4 pm) and as per time zone. To analyze the exact SLA timing condition, we always see Business elapsed time.

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I don't see any OOb method to retrieve all the records in the list, But this can be achieved by using a GlideAjax call, g_list.getChecked() returns the comma separated sys_ids of the selected records. Here we can use g_list.getQuery() which returns the encoded query of the list filter, then we can pass this to the GlideAjax script include as a parameter, and then in the Script Include we can use this Encoded Query to glide the table, and then return sys_ids of the records back to the client side

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if(g_form.isNewRecord()){ g_form.removeOption('state','8'); }

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created_by field will store your name and requested_by field will store 'XYZ'. NOw you can USE ACL or combination of Display BR and Client script

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suppose you create incident on behalf of xyz the you can achieve above requirement in two ways. 1.create write ACL (in script check if logged in user is caller) 2. create display BR and onLoad client script

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ACL

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Hi @Ann, You can create a new ACL on the incident table with the operation "write" and name it "Incident." Set the conditions to "None" and give the condition that the caller is dynamic. This way, you can achieve the above requirement. Thanks! Astik

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Create write ACL on the table.none and write the script in advance answer=false; var gr=gs.getUserID(); if(current.caller_id==gr){ answer=true; }

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We can handle based on response status code if we get any status code like below 200 Success Success with response body. 201 Created Success with response body

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Yes, user will be able to write. If user satisfies at least 1 ACL criteria then he will get required access.

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If one ACL denies and another allows, denial wins in ServiceNow. The user will not have write access unless there’s an ACL with a more permissive condition that explicitly allows it, and no ACLs deny it.

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Business Rule: With an async Business Rule, you can implement complex logic and conditions that may be difficult or impossible to achieve using the standard notification condition builder. This gives you greater flexibility to decide when and how the notification should be triggered. Example: If the notification depends on a combination of factors or involves checking multiple related records, this can be handled in a Business Rule more easily than using notification conditions alone.

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