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).
blast-radius
Trace ServiceNow configuration dependencies — what artifacts touch a given field, what calls a script include, table/app-level config inventory. Use before deletes, renames, or refactors.
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.
classic-workflow
Read and change the classic Workflow engine (wf_workflow, wf_workflow_version, wf_activity, wf_transition, wf_context) — the checked-out-version model, running contexts, and when the right answer is to leave the workflow alone and build the new thing in Flow Designer.
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.
csdm-modeling
Pick the right ServiceNow service class under the Common Service Data Model — business service, service offering, application service, business application — and point the CMDB tools at it without creating the records CSDM tells customers to migrate away from.
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.
debugging-mutations
Verify what changed on a ServiceNow instance after a tool call — sys_audit inspection, syslog/transaction logs, session context, Flow Designer execution logs, outbound HTTP traces.
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.
form-list-layout
Configure what a form and a list look like — sys_ui_form, sys_ui_section and sys_ui_element for forms; sys_ui_list, sys_ui_list_element and sys_ui_related_list for lists; sys_filter for saved filters. Views, why a field must exist in the dictionary first, and what snow_create_menu really writes.
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-performance-triage
Answer "the instance is slow" or "my nightly job never ran" from ServiceNow's own telemetry — transaction logs, syslog, sys_trigger, progress workers, execution trackers — instead of ad-hoc scripts that add to the load.
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.
oncall-scheduling
Read and change ServiceNow on-call rotations — the cmn_rota → cmn_rota_roster → cmn_rota_member chain, how "who is on call right now" is resolved from a member window plus the schedule's time zone, and how escalation from an incident reaches it.
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.
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.
service-portal-pages
The container side of Service Portal — the sp_portal → sp_page → sp_row → sp_column → sp_instance hierarchy, why widget options belong on the instance and not the widget, cloning pages, and what is theme (sp_theme, sp_brand, sp_css) rather than page.
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.
studio-source-control
Drive a scoped application's linked git repository from the instance — what has to be true before Source Control works at all, the commit-then-push order, stashes and branches over /api/sn_source_control, and when this replaces update sets rather than sitting next to them.
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.
user-group-administration
Manage the principals ACLs apply to — sys_user, sys_user_group, sys_user_grmember and sys_user_has_role. Group before membership, inherited versus direct roles, why removing a role does not always remove the access, and deactivate rather than delete.
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