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 ITSM Scenarios (use cases) | practice assignments ...

ITSM Scenarios (use cases) | practice assignments to start with in ServiceNow

Prasad Dhumal
Kilo Sage 

on ‎12-28-2021 11:08 PM

Try the scenarios given below to improve your ServiceNow development skills :
SECTION 1 Business Rules
Assignment # 1
- Create a table called 'incident_temp' with below two fields
Incident Number
Short Description

- Create a business rule, this should execute only whenever any new incident created on 'Incident'
table,
- Create a new record in 'incident_temp' table from above newly created Incident record and set
Incident Number and short description values and save the record in 'incident_temp' table

Assignment # 2
- Create a business rule 'Remove Temp Incident Rule' , This should execute only whenever any record
removed from 'Incident' table.
- Query the incident number from 'incident_temp' table based on removed Incident Number

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record from 'Incident' table
- Remove the corresponding incident record from 'Incident_temp' table

Assignment # 3
- Create a business rule called ' Update Temp Incident Rule' - This should execute only whenever any
incident updated in 'Incident' table.

- Update the corresponding incident in 'Incident_temp' table and update Short description.

TRANSFORMATION MAPS
Assignment # 1

- Customize 'Group'(sys_user_group) Form by adding a new field called 'Parent Group' and reference
this field to Groups table (sys_user_group)

- Export all the existing groups from sys_user_group table into CSV file.
- Update the CSV file 'Parent Group' field with any random existing group
- Upload the updated CSV file into sys_user_group , and map ONLY newly updated 'Parent Group' field
using Transformation Map
- After successful upload, Open any Group record and verify 'Parent Group' field is populated correctly
as per the CSV file.

SECTION 1
1.)Create an excel spreadsheet with 6 columns and consisting of data up to 20 records.By using import
operation in service now go ahead and load data into ServiceNow with Import set option.
2.) Write down the list of steps to be performed in order to import any user from an LDAP Server.
3.) Create one of header menu and footer menu in a page using CMS features under ServiceNow.
4.) Create one of UI Page with a feature to go ahead and ask the user to enter a username?
5.) Create a new table to store information of employees (With five fields at least) and generate a child
table (Employee department) we should have relations ship between employee and employee
department?
6.) Define navigation steps to go ahead and view
Business Service map diagram with CI Items.
7.) List out at least one Glide record and access data from that Glide Record.
8.) Design code to go ahead and count records with Glide Aggregate.
9.) With one of example go ahead and perform manipulating of form with Glide Form.
10.) Define the difference between metrics and SLA?
 SECTION 2
1.) Go ahead and define the related list of any records you want at the bottom of the form.(For
example, A simple
defined related list may be placed on the room from that lists other rooms on the same floor).

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Related lists appear on forms and show records in tables that have relationships to the current record.
Users can view and modify information in related lists like any other list.
2.) Go ahead and 2 different columns in one of the existing user tables. Consider any datatype for
newly added fields. created two different types of data fields, Time/date and True/False.
3.) Define navigation steps to identify dictionary of any table in ServiceNow.
Navigator->Tables->Select required table from the table->Right click on the bar->Select configure-
>Click on Dictionary.
4.) Create a report with one of bar graph and export that a generated report in jpg format.
5.) What are steps to be followed to deliver an e-mail when any of record is being updated in respective
object or table?
Navigate to System Notification -> Email -> Notifications. Select the name and Table. Select the filer
condition when to send, who will receive and What will contain. Then submit and run

SECTION 3

Service Catalog Assignment 1

SECTION 4 SLA

1. Create an SLA the on the incident table for priority 1( i.e. high) duration should be 30 mins and 1
day for both types listed below with without schedule.

Responsive: Should start when incident active is true and assignment group is your group (select a
group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a
group of your own), stop when the state is resolve and pause when on hold.
2. Create an SLA the on the incident table for priority 4 duration should be 4 hours and 5 days for
both types listed below with schedule.

Schedule should be mon to Fri 9:00 am to 5:00pm

Responsive: Should start when incident active is true and assignment group is your group (select a
group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a
group of your own), stop when the state is resolve and pause when on hold.
(observe the change on weekend)
3. The SLA should stop on public holidays how can this be achieved?

4. Create an SLA the on the incident table for priority 1 duration should be 30 mins and 1 day for
both types listed below with schedule.
Schedule should be mon to Fri 9:00 am to 5:00pm
Responsive: Should start when incident active is true and assignment group is your group (select a
group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a

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group of your own), stop when the state is resolve and pause when on hold.
When SLA has reached 50% breach notification should go to assign the to person, assign to person
manager and assignment groups manager.
5. Create an SLA report for the incident and mention those records for which SLA has breached for
a particular assign them to the person of that assignment group.

SECTION 5 Form Customizations

1. Create an application called “NeedIT” it should be visible to ITIL users.

2. The application should have a table call “NeedIT” custom table

3. Fields are as follows:

- Number String
- impact same as the incident
- urgency same as the incident
- Priority Choice list same as incident
- Requested For Reference
- What needed Choice list Notepad ++, Clarity and CoreDB.
- When needed Date/Time
- State Choice list
- Assignment Group
- Assign to Users according to the assignment group
- Short Description String
- Description String
- Additional

4. There must be a related list which gives all the active incident of the mentioned “Requested For”
user.

5. Number field must be read-only, Priority should depend on impact and urgency, State should
read only

6. Make 3 sections in the form

- Title: Note It includes field Work notes and Additional comments.

- Related time (fields to add Opened and closed both field type as date and time)
- Close notes (closure details make mandatory when close button is clicked in the form)

7. State value will be New, Work In Progress, Pending, resolve and closed state values to be
managed by buttons.
 8. Work In Progress button won’t be visible when the ticket is about to be created.

After creation of a record, the button should be visible. Only the assignment group member can see the
button work In progress.
9. When the ticket is in work in progress state then pending and resolve should appear and make

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work notes as mandatory when changing the status to pending. and when it is placed in pending
it can be again placed in progress state.

10. When resolve additional comments field should be mandatory, there should be a button to put
the status back in progress.

11. After resolve, there should be a button of close.

12.

SECTION 6 ORDER GUIDE

1. Create an order guide

Name Software Request.

2. Variables required as follows

- Requested by (Auto-populated by login user)

- Requested for (User reference)
- Location (Auto-populated according to requested by region(read - only))
- Location of requested for (Populated according to a request for the user (read-only) if requested
for changes location also changes.)
- Software required (drop down) - Notepad ++, Clarity, Visual Studio, Pulse secure.
If Notepad++ selected one field to show one field “Version” – drop-down
- The version has 2 values in drop down Older, Latest.
3 Catalog items need to be created.
4 For rule base, if software required = Notepad++ then that catalog item should be displayed.
5 Make Notepad++ catalog item mandatory.

SECTION 7 RECORD PRODUCER

1 Create record producer should be linked to change request.

2 Variables are as follows:
- Type (Standard)
- Short Description
- Description
These variables should be linked to change request table. The value entered in record producer of this
variables should be reflected in the change request record.

3 Create a workflow, whenever a type is Standard approval should go requested by manager.

4 Approved- It should go to scheduled state. If rejected – it should go to canceled state.
5 After Schedule, it should go to Implement state.
 6 When the state is in “Review” it should only wait for 3 days, after that it should get automatically
closed. With close code = Automatically closed and close notes = Review not completed.
7 In close code include one more option (Automatically closed)

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SECTION 8 REPORTS
1. Create a report on incident table fields number, caller, state , priority assignment group and
assign to share it with group service desk. Service desk users should be able to modify this
report.

2. In the same report make the color changes for priority.

1 = Red
2 = Yellow
3 = Green
4 = Blue
5 = Grey
3. Get a report of all the incident opened last moth of priority 3 and 4.

4. Add the report of point 1 with all the changes from point 1 and 2 in a dashboard. That dashboard
should be editable to 3 users of your choice.

5. Create a report on change tableof type Emergency where there is NOT a related Incident or
Problem.

Try these scenarios and obviously it will improve your skills 🙂

if this article helped you in any way then mark it helpful and bookmark it for future use also if any
help/concern feel free to raise in comment box.

 35 Helpfuls

 8,284 Views

COMMENTS

Frodo Baggins
Kilo Expert 
‎12-28-2021 11:11 PM

Good collection of Use Cases.

Thank You
  1 Helpful

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Varad Kulkarni1
Giga Contributor 
‎12-28-2021 11:13 PM

Thank you for such detailed collection

 1 Helpful

Sandeep74
Tera Expert 
‎12-28-2021 11:23 PM

Hi,

here some of the scenario based questions which i found out on community only so, it might be helpful
to you as well.

QUESTIONS

1 On form two dates field , if data1 is not equal to date2 the string field should populate.
2 If there is a custom field on click of UI action I want to populate count of incident which are from
same assignment group and I want to show this field to only admin or ITIL user which modules you will
use for this?
3 If there are client A and client B, Client A should not see applications for client B and vice versa how
you will do this other than domain separation?
4 If there is 4 variables on service catalog, i want to auto populate 3 variables on the basis on 1
variable. How will you achieve?
5 There is incident form. On incident form there is, on hold field & on hold reason field. If caller added
any comments on incident, the incident's state will be in progress. How will you achieve?
6 There is incident form. On incident form there is, incident task related list.
7 I want to move list of incidents from 1 development instance to UAT instance. It is in GB size. How
will you transfer?
8 There is custom table, in that there is 2 fields. User_id & email_id. I want to update the record if
email_id is empty. Which coalesce condition you will apply?
9 What is the Backend table name of business rule, ACL, reports?
10 if we already discovered one particular machine and if we again try to discover it in which phase of

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discovery will start.

11 There is a catalog item variable ‘Requested for’ , I want to populate logged in user’s name in that
field .
12 Catalog item status if not completed then wait 5 min to approve and if manager does not approve
then again wait for 5 min for another approval if he does not approve then status will be changed to
on-hold?
13 Suppose we are creating catalog task and we want to create one type of task for employees related
to A company and different task for employees related to B company and different task for employees
related to C company how we can do this.

14 There is table Location with field (building name, city, street etc).
In service catalog when you select location field you need to auto populate building name.
15 Suppose there are 2 tables Location & Building. Now when you are selecting location you need to
display Buildings under that location.
16 Write a script to calculate the time taken from ‘new’ to ‘in progress’ state of incident and display on
form field.
17 Suppose there are 5 groups A,B,C,D,E.on submit of incidents, on user table if summary contains
string AD And location is A then assign group A to user(do same for all groups).
18 I have a excel sheet containing 100-200 records and I want to perform
validations before transforming. Each and every record must pass all the validations if a single record
fails no record should be entered.
19 There is variable in service catalog which only should be visible to user which are from India
location.
20 There is a flat file of excel sheet present we need to populate 100 computer records from this excel
sheet into our ServiceNow CMDB and there is one link field present in each record which should be an
attachment into our ServiceNow system records and it should download that attachment from the link
if IP of the location given.

21 The CMDB Tables are in relationship with cmdb_ci>application>business application, I need to

populate the service on incident form based on CI's parent .

22 I want to auto populate callers mail id in email field?

23 Based on Assignment group auto populate the users.
24 How to get the current and previous values of field .
25 IF user is not member of Service Desk Group then Cancel the form submission?
26 ACL Scenario:role:1)admin2)normal user; only admin can edit fields of table normal user can read.
27 If incident is created by logged in user it should be only visible for that user?
28 How to create record on specific date automatically on incident form?
29 write down script to create a task.
30 If you have 10 same variables on different catalog items will you create on each item?
31 In a catalog item there are two variables, both variables refer to same table. I want to show one
column data of the referenced table in variable1 and at the same time want to show another column

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data of the referenced table in variable2.
32 If I have an array in Run Script activity which consists of 3 different user email ids and I want to send
notifications to those 3 users? How can I achieve it?
33 There is 1 catalog item, on that there are 4 fields. 1 field is requested by, on the basis of this I want
to populate other details of user.
34 There is incident form. On that record problem is attached. If problem is attached then name of the
problem will populate in description field of incident.
35 There is incident table. I want count of the incidents using background script.
36 If I want to make a field mandatory and also it should not be empty then what should I use?
37 How will you allow specific users to write in an incident field?
38 After selecting a caller, manager of the caller should auto populate in the below field.
39 I want to give write access to manager field to an end user, how will you achieve this?
40 write a code to get the date values of start date and end date fields on incident form and set an
error message if the start date is greater than end date.

41 If in user table there is a field ‘type ‘ in which there are 3 types A,B,C each user is given a type , now
if type A user logs in he should be able to see only type A users how will you achieve this.
42 If there are 3 approvals. All procedure implemented and moved to production. Again client
requirement come and he told remove 2nd approval. when again implemented this requirement what n
how the process will be?
43 When I am opening a new form of incident, then I want to show only specific 5 fields on the form.
And when the form is submitted, then form will be open in default view. How to achieve this?
44 I am opening incident form. And there is Caller field on it. And there is 1 UI action show related
incidents. What it called as?
45 Convert string field to date field while transforming data.

 3 Helpfuls

bijina
Giga Explorer 
‎12-30-2021 11:28 PM

Thank you

 1 Helpful
 sravanikinfy

Give Feedback
Tera Contributor 
‎04-02-2023 10:02 AM

Hi all we have upgraded from sandiego to utah and we are getting hover over on the date fields
like 2months ago/6 months after some duration like this.may I know the solution for this.

 0 Helpfuls

vtriveditcs
Tera Contributor 
‎06-28-2023 04:54 AM

This has been very helpful. Thank you very much.

 1 Helpful

timborquez
Tera Contributor 
‎10-19-2023 01:49 PM

This is great, thank you!

 0 Helpfuls

BheemavarapuTej
Tera Expert 
‎10-30-2023 07:08 PM
 thank for your creations

 0 Helpfuls

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Version history

Last update:
‎12-28-2021 11:08 PM

Updated by:
Prasad Dhumal

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