atf-testing
Build ServiceNow Automated Test Framework tests and suites — impersonation, form steps, assertions, server-side script steps, test parameters, and execution via snow_create_atf_test / snow_execute_atf_test.
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.
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.
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.
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.
acl-security
Create and debug ServiceNow ACLs (record, field, REST, script-include). Covers role/condition/script patterns, which ACL names can apply to a table or field, field-level visibility, and impersonation testing for row- and field-level security.
agent-workspace
Build ServiceNow Agent Workspace configurations — workspaces, lists, forms, contextual side panels, Agent Assist similar-record finders, and workspace-specific UI actions on sys_aw_* tables.
approval-workflows
Configure ServiceNow approval rules and sysapproval_approver records — manager/group/script approvers, multi-level routing, delegation via sys_user_delegate, and parent-record state rollup.
asset-management
Manage ServiceNow hardware assets, software licenses, and lifecycle states on alm_hardware/alm_license — license allocation, CMDB-to-asset linking, warranty tracking, inventory aggregation (HAM/SAM).
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.
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.
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.
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.
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.
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.
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.
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