business-rule-patterns
Write ServiceNow business rules (before/after/async/display) — current vs previous, changesTo/changesFrom, recursion avoidance, setAbortAction, and async dispatch for heavy work.
catalog-items
Build ServiceNow Service Catalog items, variables, variable sets, catalog client scripts, record producers, and order guides with reference qualifiers and dynamic pricing.
change-management
Create and transition ServiceNow change requests (normal/standard/emergency), change tasks, affected CIs, approval routing, CAB scheduling, and conflict detection across maintenance windows.
client-scripts
Write ServiceNow client scripts (onLoad/onChange/onSubmit/onCellEdit) using g_form, g_user, GlideAjax, field visibility/mandatory toggles, and validation with debounced server calls.
cmdb-patterns
Create ServiceNow CIs and cmdb_rel_ci relationships, walk upstream/downstream impact, detect orphan/stale CIs, and align discovered CIs with the proper sys_class_name hierarchy.
code-review
Review ServiceNow server-side scripts for ES5 violations, ACL/injection/XSS issues, N+1 queries, missing setLimit/error handling, hard-coded sys_ids, and business-rule recursion risks.
csm-patterns
Build ServiceNow Customer Service Management — customer_account, customer_contact, sn_customerservice_case routing, service entitlements with usage decrement, and Customer Portal case submission widgets.
data-policies
Manage ServiceNow dictionary (sys_dictionary), table/field creation, choice lists, dictionary overrides, and sys_data_policy2 rules that enforce mandatory/read-only/visible field behavior on the data layer.
discovery-patterns
Configure ServiceNow Discovery — schedules, IP ranges, credential affinities, MID Server assignment, custom probes/sensors, identification rules, and run-status monitoring on discovery_* tables.
document-management
Handle ServiceNow attachments from both sides — the six /api/now/attachment tools that move file bytes in and out of the agent, and GlideSysAttachment for copying between records — plus document generation from sys_report_template, PDFs, dms_document versioning, and attachment access checks.
domain-separation
Configure ServiceNow multi-tenant domain separation — domain hierarchy, sys_user_has_domain membership, domain-aware vs cross-domain queries, MSP tenant onboarding, and domain picker logic.
email-notifications
Create ServiceNow sysevent_email_action notifications — templates with substitution variables, mail scripts for dynamic content/recipients/attachments, custom events, weights, and digest configuration.
es5-compliance
Enforce ES5-only syntax for ServiceNow server-side scripts (Rhino engine) — convert const/let, arrow functions, template literals, destructuring, for-of, and async/await to ES5 equivalents.
event-management
Build ServiceNow Event Management — push events to em_event, write event rules with severity transforms, configure alert correlation, dependent-CI rollups, and metric-threshold event generation.
field-service
Build ServiceNow Field Service Management — wm_order work orders, wm_task tasks, wm_resource technicians with skills/territories, dispatch/auto-assignment, mobile status updates, and time entries.
flow-designer
Build ServiceNow Flow Designer flows via the dedicated tool — triggers, IF/ELSE/TRY/CATCH placement rules, subflows, script actions with inputs/outputs, and REST step configuration. Never use background scripts on sys_hub_* tables.
gliderecord-patterns
Write efficient ServiceNow GlideRecord queries — addQuery vs addEncodedQuery, setLimit, GlideAggregate for counts, avoiding N+1 in loops, query operators, and safe CRUD with workflow control.
grc-compliance
Build ServiceNow GRC — sn_compliance_policy lifecycle, sn_compliance_control tests, sn_risk_risk assessment with inherent/residual scoring, audit engagements, and findings remediation.
hr-service-delivery
Build ServiceNow HR Service Delivery — sn_hr_core_case from Employee Center or HR catalog, sn_hr_le_lifecycle_event onboarding/offboarding with templated activities, and HR document generation.
import-export
Move data in and out of ServiceNow — CSV parsing into import sets, GlideImportSetTransformer runs, CSV/JSON/XML exports, scheduled data sources, bulk update and deleteMultiple safety patterns.
incident-management
Manage ServiceNow incidents — creation with impact/urgency priority calc, auto-assignment by category, reassignment tracking, major incident declaration with bridge calls, time-based escalation, MTTR metrics.
instance-security
Harden a ServiceNow instance — password complexity, session timeout, MFA enforcement, input sanitization for XSS/injection, security properties, syslog events, and security health checks.
integration-hub
Build ServiceNow IntegrationHub spokes — sn_ih_spoke definitions, sn_ih_action with inputs/outputs, REST/script steps, connection and credential aliases (sys_alias), and retry logic for transient failures.
knowledge-management
Build ServiceNow Knowledge Management — kb_knowledge articles, draft/review/published workflow, kb_category placement, full-text search with snippets, article templates, and kb_feedback rating rollup.
mcp-tool-discovery
Find and call tools on this ServiceNow MCP server — the two meta-tools it starts with, why a missing session id makes every other tool unreachable, which queries actually match, and which advertised tools are not on the server at all.
mid-server
Communicate with ServiceNow MID Servers via the ECC queue — send Command/JSProbe/PowerShell/SSHCommand payloads to ecc_agent, build custom probes/sensors, and monitor MID health on ecc_agent.
mobile-development
Configure ServiceNow Mobile (Now Mobile/Agent) — sys_sg_mobile_app screens, card builders, push notifications, offline sync rules, mobile actions for barcode/GPS, and offline-queue change processing.
notification-events
Use ServiceNow events (sysevent) — gs.eventQueue dispatch, sysevent_register definitions, sysevent_script_action handlers, delayed events with process_on, and reminder/state-change patterns.
performance-analytics
Build ServiceNow Performance Analytics — pa_indicators (count/sum/avg/percentage), pa_breakdowns, pa_thresholds with severity colors, pa_widgets, and pa_dashboards for KPI tracking.
predictive-intelligence
Use ServiceNow Predictive Intelligence — sn_ml.ClassificationPredictor for auto-categorization, SimilarityPredictor for related records, ClusteringPredictor, model training/retraining, and prediction-feedback accuracy tracking.
problem-management
Manage ServiceNow problems — create from linked incidents, proactive pattern detection, RCA with 5-Whys, known_error workarounds (KEDB), KEDB search by CI/category/keywords, and permanent-fix linkage to changes.
reporting-dashboards
Build ServiceNow reports (list/bar/pie/line/pivot/single-score) on sys_report, sys_dashboard layouts with widget placement, scheduled report delivery, and drill-down configuration.
request-management
Handle ServiceNow service requests — sc_request/sc_req_item creation from catalog items, sc_task fulfillment with auto-close on completion, RITM variable access via sc_item_option_mtom, and approval status rollup.
rest-integration
Make outbound REST calls from ServiceNow with sn_ws.RESTMessageV2 — basic/bearer/OAuth/API-key auth, error handling by status code, response parsing, sys_rest_message records, and retry with exponential backoff.
scheduled-jobs
Create ServiceNow scheduled jobs on sysauto_script — daily/weekly cron patterns, batch processing with time/runtime limits, conditional execution, error notifications, and metrics recording.
scoped-apps
Build ServiceNow scoped applications (x_vendor_app) — scope naming, x_-prefixed tables, cross-scope script include access via GlideScopedEvaluator, application properties, scoped REST APIs, and store-publishing checklist.
script-include-patterns
Write ServiceNow Script Includes — Class.create utility classes, AbstractAjaxProcessor client-callable APIs for GlideAjax, inheritance via Object.extendsObject, and scoped-app patterns.
security-operations
Build ServiceNow Security Operations — sn_si_incident with NIST-aligned state transitions, sn_vul_vulnerable_item with CVSS/risk scoring, sn_ti_indicator IOC matching, and containment playbooks.
sla-management
Configure ServiceNow SLAs — contract_sla definitions with start/stop/pause/cancel conditions, task_sla status checks, breach escalation, business-hours schedules, and compliance-rate aggregation.
transform-maps
Build ServiceNow transform maps — sys_data_source configurations (CSV/JDBC/REST), sys_transform_map field/reference/script entries, coalesce keys for update-vs-insert, and onBefore/onAfter/onComplete transform scripts.
ui-actions-policies
Build ServiceNow UI Actions (form/list buttons, context menus) and UI Policies (conditional mandatory/visible/read-only) with server/client scripts and GlideAjax. Use snow_analyze_form before modifying forms.
ui-builder-patterns
Build ServiceNow UI Builder / Next Experience pages — macroponents, GraphQL/script data brokers, client state parameters, event handlers (NOW_RECORD_LIST etc.), and now-record-list/form component configuration.
update-set-workflow
Manage ServiceNow update sets — create named sets before any development, ensure auto_switch tracks API changes under the OAuth service account, complete on done, and export for promotion. Mandatory for all change-producing work.
vendor-management
Manage ServiceNow vendors and contracts — core_company vendor records, ast_contract with renewal alerts, ast_contract_sla performance tracking, vendor_risk_assessment scoring, and vendor scorecards.
virtual-agent
Build ServiceNow Virtual Agent — sys_cs_topic conversations, topic blocks (text/prompt/script/decision/handoff), NLU utterances and custom entities, quick replies, and KB/incident integration scripts.
widget-coherence
Build Service Portal widgets (sp_widget) with synchronized server/client/HTML — data.* initialization, ng-click + controller method matching, c.server.get action handlers, and Angular directive usage.
workspace-builder
Build ServiceNow App Engine Studio applications — sys_scope creation, scoped tables, sys_aw_workspace with lists/forms, the sys_ux_* record chain behind UI Builder workspaces, data brokers, and application export readiness checks. Never create a UI Builder page by inserting a sys_ux_page row.
agile-development
ServiceNow Agile Development 2.0 — the rm_team → rm_sprint → rm_story → rm_epic model, the state and point values ServiceNow actually accepts, how a story is attached to a sprint, and the reporting tools (board, burndown, velocity, capacity, standup, retrospective).
background-script-execution
What actually happens when you call snow_execute_script — the Scripted REST endpoint Serac auto-deploys on first use, the scheduled-job fallback, what scheduled_job_pending means, and how to get output back when the call comes home empty.
change-rollback
Undo a change already written to a ServiceNow instance — recover the prior payload from sys_update_version, write it back without corrupting it, and know which damage update set back-out, Deleted Records, or nothing at all can reverse.
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