es la primera parte de 2 tutoriales de ServiceNow , para la preparación de uso a nivel administrador y donde podemos empezar nuestras practicas con es...
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Introduction to ServiceNow Part 1 of 2
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ServiceNow Basics
1
ServiceNow Basics Overview The articles in this category help employees, IT support staff, and ServiceNow administrators use the ServiceNow interface and perform self-service activities.
User Interface
Self-Service
Navigate and use the standard user interface. Use self-service features like homepages and knowledge articles. €
Using Forms
€
Homepages
€
Using Lists
€
Knowl nowleedge dge Base Base
€
Searching
€
Servi ervice ce Cata Catallog
[more]
[more]
Reports View and create reports. €
Crea Creati ting ng Repo Report rtss
€
Stan Standa dard rd Rep Repor orts ts
€
R ep epor t Types [more]
Technical Support Customer Support ServiceNow offers world-class customer support to every customer. Quick solution paths can be found using customer support tools such as user forums
[1]
, blogs
[2]
, product documentation
[3]
, and useful solutions
[4]
. The
Customer Support team, located in our support centers in San Diego, Amsterdam, and London, is comprised of trained, experienced professionals with deep product knowledge and real-world experience. The goal of our customer support effort is to help your team resolve issues as quickly as possible. Customers working for commercial organizations can read this page to learn about obtaining customer support from ServiceNow, including online resources and a customer support phone number. Customers working for government organizations can obtain information specifically for their needs by reading the Customer Support for United States Government Customers page. Note: Customer Support does not provide assistance with implementations. Please contact the ServiceNow Implementation Services
[5]
team.
Technical Support
2
Support Best Practices ServiceNow suggests this customer support pathway for quick solutions: 1. Clearly Clearly identify identify the issue issue or or question. question. 2. Visit Visit the the Servic ServiceNo eNow w Wiki. Wiki. 3. Search Search the the ServiceNow ServiceNow Community Community
[6]
.
4. Post a questio question n on the Service ServiceNow Now Communit Community y forums
[7]
. You must create an account
[8]
in the ServiceNow
Community in order to post. 5. Open an inciden incidentt via the online online Customer Customer Support Support system system in HI 6. Conta ontacct
[10]
[9]
.
the Customer Support team.
ServiceNow Wiki The ServiceNow Wiki is the main repository for ServiceNow product documentation. Recommended starting points are the Main Page or the Site Map. The search functionality returns answers from both the wiki and the ServiceNow community. Each article in the wiki offers comment and ratings functions. Participation and feedback are encouraged. Questions concerning documentation can be registered on the Product Documentation forum in the ServiceNow Community site or directly on each wiki page, using the Feedback tab.
ServiceNow Community The ServiceNow User Community
[11]
offers blogs, articles, forums, and events related to ServiceNow usage,
administration, and customization. Searching the Community returns answers from all parts of the Community site.
User Forums User forums
[7]
are an excellent resource for assistance with your ServiceNow instance questions. Forums are also
the place to discuss items related to ServiceNow functionality and processes with other users.
Knowledge Base The Knowledge Base contains known errors, useful solutions, and troubleshooting tips to address commonly asked questions. It can be accessed within HI
[12]
Knowledge. by navigating to Self-Service > Knowledge.
ServiceNow Monitoring ServiceNow has a robust monitoring and diagnostics framework based on delivering cloud service to the end user. This framework helps detect, respond, predict, and prevent issues at each layer of the service dependency. For additional information, see ServiceNow Monitoring - Overview and Insight
[13]
in the HI knowledge base.
Support Basics € Hours: All support tools and materials are available on our websites 24 hours a day. The Customer Support team is available 24 hours a day, 7 days a week, including all holidays. € Online Support: Customer Support system at hi.service-now.com implementation process. € Phone Support: For information, see Contact Us
[10]
.
[12]
. Customers receive user IDs during the
Technical Support
3
Submitting an Incident To report an issue, submit an incident. For help filling out the incident form, click More Information near each field for details about that field or choice. For all HI incident reports, you must select an incident type. It is essential for quick resolution of the problem that you choose the most appropriate selection. Additional fields appear on the incident form based on the type you specify. The type options are: € Question or request: For general information, select this option. € Something is broken: If the instance behaves in an unexpected way or does not perform the way it should, select this option. The issue may be caused by a bug, misconfiguration, or user error. € Performance issue: If the entire instance or sections of the instance are operating slowly, select this option. € Outage: If the entire instance or sections of the instance are completely inaccessible, select this option.
Submitting a Non-Outage Incident 1. Navigate to Self-Service > Incidents > Create New Incident. 2. Select an incident Type that is not an outage. For an outage incident, see the procedure following this one. 3. [Required] Select a Category. € If the incident affects multiple categories, select the most relevant one. € If you selected Performance in step 2, the Category field is hidden and the incident is automatically assigned to the Performance category. 4. In Instance affected, specify the instance on which the issue is occurring. € If multiple instances are affected, select the one that is most critical and list the others in the Details section. € Customers can only select their instances. ServiceNow partners can select their own instances and the instances of customers they manage. 5. [Partner] Select a Company. You can select the partner company you work for or any customers you manage. 6. [Required] In Short Description, type a short summary of the incident. Up to 180 characters can be entered. As you enter text in the Short Description field, the text is also automatically added to the Possible Solutions field. A list of ServiceNow knowledge base articles, wiki pages, and community posts based on the short description text appears automatically. Please note that community posts must be marked as Answered to be included in the list. The ten most relevant articles appear at the top of the list. If you edit the text in the Possible Solutions field, different search results appear automatically. Read the pages to find information and a possible solution to your issue. 7. Do one of the following: € If a specific article provides a solution to your issue, click Fixed my issue next to the relevant article. A feedback and rating screen appears. You can type specific feedback and click a feedback button. € If you found an answer to Incident Record Producer
your question by reading
Technical Support
4
multiple articles, pages, or posts, click Found an answer. A feedback and rating screen appears. You can type specific feedback and click a feedback button. € If there is no longer a reason to submit the incident, click Cancel submission. A feedback and rating screen appears. You can type specific feedback and click a feedback button. € If you still need to file the incident, click Continue submission. Follow the remaining steps in this process. 8. Provide additional information. € The Type and Category specified on the first screen of the incident record producer are added to the top of the Additional Information screen for reference. € Available fields on the Additional Information screen depend on the Type and Category specified. € Click More Information for details about a specific field. 9. [Optional] To add an attachment, click the paperclip icon
and browse to a file. Attachments such as
screenshots, log files, and text files can provide additional, helpful information. 10. If you read any ServiceNow documentation, such as a wiki page, knowledge base article, or community post, that did not provide an answer, copy and paste the URL into the text box to help us improve our product documentation. 11. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this individual incident, select a different time zone. On the incident record, the specified time zone appears in the Requested time zone for incident field. 12. Click Submit. A feedback and rating screen appears
with
the
incident
number listed at the top. You can type specific feedback and click a feedback button. If you click a feedback
button,
your
new
incident is displayed.
Incident Record Producer - Additional Information
Submitting an Outage Incident
1. Navigate to Self-Service > Incidents > Create New Incident. 2. In Type, select Outage. For an incident that is not an outage, see the procedure preceding this one. 3. [Partner] Select a Company. You can select the partner company you work for or any customers you manage. 4. In Instance affected, specify the instance on which the outage is occurring. € If multiple instances are affected, select the one that is most critical and list the others in the Details section. € Customers can only select their instances. ServiceNow partners can select their own instances and the instances of customers they manage. 5. In Are all geographical locations affected?, select Yes if more than a one region is affected by the outage. 6. In Can you get to the login page?, select Yes if you are able to view and use the login page on the instance. 7. [Required] In Details, type a description and any information that could help ServiceNow resolve the outage. 8. In Do you know when this issue occurred?, select an answer. If you select Yes, I know the start and end time, specify the time the outage started and stopped. 9. In Timezone currently set in your user profile, check the time zone listed. To change the time zone for this individual incident, select a different time zone. On the incident record, the specified time zone appears in the Requested time zone for incident field. 10. In Is this issue affecting all users or some users?, select an answer.
Technical Support
5 11. [Optional] To add an attachment, click the paperclip icon
and
browse to a file. Attachments such as screenshots, log files, and text files can provide additional, helpful information. 12. Do one of the following: € To stop and not submit an incident, click Cancel submission. A feedback and rating screen appears. You can type specific feedback. Click a feedback button to return to your home page. Incident Record Producer - Additional Information for Outages
€ If you still need to file the incident, click Continue submission. A feedback and rating screen appears. You can type specific feedback and click a feedback button. If you click a feedback button, your new incident is displayed.
Determining Incident Priority The priority of all requests is determined in accordance with the following guidelines: Priority Definition P1
Any defect that causes an instance to be unavailable.
P2
Any defect that causes a mission-critical function to fail.
P3
Any request or defect that is significantly impeding work or progress.
P4
Any request or defect that is important, but not significantly impeding work or progress.
Opening an Incident Tutorial Click the plus sign (+) to expand the following video tutorial: Opening an Incident Through Self-Service (08:52)
Opening a Repeat Incident If an incident has been closed, but the issue occurs again, you can open a repeat incident. Key fields on the original incident, such as short description, company, caller, and category, are copied to the repeat incident. The repeat incident contains a reference to the original incident. To see the reference, personalize the Incidents list view by adding a column for Original Incident. Opening a repeat incident is helpful when communicating with ServiceNow Customer Support. Cusotmer Support does not monitor, nor are they alerted to, email that is in reply to a closed incident. Creating a new repeat incident opens the correct communication channel. To open a repeat incident: 1. Navigate to Self-Service > Incidents > My Closed Incidents. 2. Open an incident.
Technical Support
6
3. Click Open Repeat Incident. 4. Edit the new incident, as necessary.
Viewing Customer Support Requests Customers can view incidents they have created at any time. 1. Navigate to Self-Service > Incidents > My Open Incidents. 2. Click an incident Number for detailed information.
Submitting Service Requests The following requests can be submitted from hi.service-now.com
[12]
by using the following modules in the
Self-Service Application: € Clone Request € Instance Upgrade Request € New Instance Request € Request Plugin Activation € VPN Request Form Requests not covered by these categories can be addressed by creating an incident.
Customer Admin Role ServiceNow strongly recommends customers designate at least one user Customer Administrator for the purpose of creating and managing users on the Customer Support portal. For more information, see Customer Administration.
Requesting Enhancements to Your ServiceNow Instance
7
Requesting Enhancements to Your ServiceNow Instance Overview The ServiceNow enhancement request process offers customers and partners the ability to submit their ideas for new functionality. We are intensely interested in the business problems our customers are facing and the ways we can improve the product to help resolve those problems. Enhancement requests are reviewed, prioritized, and incorporated into the product based on a number of criteria, including aggregate demand, strategic interests, and total effort.
Creating Enhancement Requests Use the Create New Enhancement Request form to make an enhancement request. 1. Navigate to Self-Service > Enhancement Requests > Open an Enhancement Request . 2. Answer the questions on the form, such as the general area of the product to enhance, the specific feature request, and how the feature would be used. 3. Click Submit.
Viewing and Editing Enhancement Requests You can view and edit specific fields on enhancement requests that you or anyone
associated
with
your
organization created. Any incidents associated
with
the
enhancement
request are listed on the enhancement request record. To edit an enhancement request: 1. Do one of the following: € Navigate to Self-Service > Enhancement Requests > My Open Enhancement Requests or My Closed Enhancement Requests to edit an enhancement request you created.
Enhancement Request Form
€ Navigate to Self-Service > Enhancement Requests > All Open Enhancement Requests or All Closed Enhancement Requests to edit an enhancement request created by anyone in your company or organization. 2. Click an enhancement request number. 3. Edit the fields, as necessary (see table). 4. Click Update.
Requesting Enhancements to Your ServiceNow Instance
Field
8
Description
Urgency
Impo rtance of th e enhan cem en t request: Hig h, Mediu m, or Low.
Short Description
A brief description of the enhancement request.
Documentation
Documentation about the request, such as business cases or use cases.
Additional
Public information about the enhancement request. Customers, partners, and ServiceNow employees can view and add
Comments
comments.
Upgrades and the Release Cycle Overview The ServiceNow release cycle is designed to provide optimal stability and quality, with the flexibility to quickly address problems and deliver new features. ServiceNow uses the concept of a family for a given feature set. For example, Calgary Patch 1 Hotfix 2 is in the Calgary family. A family contains: € Feature releases, which contain new functionality and fixes to existing functionality. € Patch releases and hotfixes, which provide problem fixes and are released as needed. Customers are notified prior to the start of an upgrade rollout period. Release notes are available for all releases. Customer customizations are typically preserved throughout all upgrades. For information about the upgrading process, see Upgrades Best Practices.
Release Terminology Release Type This table defines the types of releases that may be available in a family. Type
Scope
Feature
€
Introduces new features.*
release
€
Includes all available fixes to existing functionality.
€
Is production-oriented; quality and stability are of the highest priority
Upgrade Policy €
Applied automatically during the rollout period.
throughout the life cycle. Patch release €
Hotfix
Supports existing functionality with a collection of problem fixes.
€
€
Includes all previously issued hotfixes for a given release.
€
€
Does not include new features.
€
Supports existing functionality with a specific problem fix for a feature
€
Applied as needed on a per customer basis.
release.
€
Provided for the current and previous two
€
May or may not include any previous fixes for a given release.
€
Does not include new features.
Applied as needed on a per customer basis. Provided for the current and previous two feature releases.
feature releases.
*A feature provides a complete solution that customers can implement to add value to their organization. New features are only available as part of a feature release. Features are supported with patches and hotfixes.
Upgrades and the Release Cycle
9
Release Phases After release, each product family moves through three phases for customers and partners. € Phase 1: Early access by invitation only € Phase 2: Opt-in or auto-upgrade scheduled based on available dates € Phase 3: Opt-in, on-demand, or auto-upgrade The following table provides a brief summary: Phase
How do I obtain the release?
Is the release visible when
Is there a maximum number of
requesting an upgrade on HI?
customers that can upgrade per week?
Phase
€
1 Phase
€
Receive an invitation and entitlement from
Yes, for customers with an invitation and
ServiceNow
entitlement
Yes
Request the upgrade or be auto-upgraded
Yes, for customers with an entitlement
Yes
Request and receive the upgrade at any time or be
Yes, for all customers
No
2 Phase 3
€
auto-upgraded
* The maximum number of customers that can upgrade per week is at the discretion of ServiceNow. The number varies during the life cycle of a particular release version.
For more information about entitlements, see Requesting a Version Entitlement.
Release Cycle The following diagram illustrates a hypothetical release cycle based on the types of releases that ServiceNow offers. The example progresses as follows: 1. New features are released in Feature Release 1. 2. Hotfix 1 contains fixes for problems in Feature Release 1. 3. Hotfix 2 contains fixes for different problems in Feature Release 1. 4. Patch Release 1 contains the fixes in Hotfix 1 and Hotfix 2, plus additional fixes for Feature Release 1. 5. Hotfix 3 contains fixes for different problems in Feature Release 1. 6. Feature Release 2 contains the fixes in Hotfix 1, Hotfix 2, Hotfix 3, Patch Release 1, and additional fixes. It also contains new features.
Release Notes for Feature Releases For information about features in a release, read the release notes. Calgary Dublin Eureka A hypothetical release cycle
Upgrades and the Release Cycle
Scheduled Upgrades FAQs Why does ServiceNow schedule instance upgrades? To ensure that customers benefit from the enhancements and fixes included in the most recent version of the software.
Can I reschedule or cancel a ServiceNow scheduled upgrade? Yes, you can reschedule or cancel a ServiceNow scheduled instance upgrade. 14 days prior to the upgrade, ServiceNow creates a change request record on your behalf that contains the scheduling details of your upgrade. If you need to re-schedule, update the start date and time of the upgrade listed on the change request record to a different date and time. Alternatively, if you need to cancel the upgrade, you can use the Cancel Upgrade UI action on the change request record.
How should I prepare for a scheduled upgrade? For best results: € Review the release notes for the release and any other available release materials, such as webinars, from ServiceNow.com. € Notify users and internal stakeholders of the scheduled upgrade date and time. € Follow the upgrade best practices. Testing activities should be performed on sub-production systems only.
Will the upgrade break my customizations? Like any upgrade, be sure to test your customizations fully by following the upgrade best practices before the scheduled upgrade date. After the upgrade, be sure to validate all customizations and integrations.
What features will be turned on by default? Review the version release notes to learn about new features that will be activated with the upgrade. Some new features are not turned on by default; you must activate a plugin to use the feature. You can see what new features are activated by default in one of these ways: € Before upgrading, export the plugins list. After upgrading, compare the exported plugin list to the information in the System Definition > Plugins module. € After upgrading, check the upgrade history for a list of configuration records that were updated, inserted, or deleted during the upgrade.
Is the scheduled upgrade time the starting or ending time? How long does an upgrade take? The scheduled upgrade time is when the instance record in HI is changed to reflect the new assigned version. Read about this process in the Upgrades Best Practices. The upgrade job starts after the HI instance record is updated to the new assigned version. The job typically runs every hour on the hour, but is user configurable, so it may run at a different time for you. If you are using the default configuration, the upgrade could be delayed up to 59 minutes past the specified time. The amount of time required to complete the upgrade is affected by many factors including, but not limited to, how busy your instance is at the time of upgrade, how much data is stored in the database, what version you are
10
Upgrades and the Release Cycle
upgrading from, what version you are upgrading to.
Will my system be operational while the upgrade is running? Yes, if your instance has more than one node. However, there could be a slight performance impact. Scheduled upgrades run during slower times to minimize the performance impact. Application nodes are restarted following an upgrade, so users may see an Instance Unavailable message for a short time.
Who do I contact for questions about new features? Contact your ServiceNow Account Manager or read about the feature on the ServiceNow wiki.
Upgrade History Overview The upgrade history module tracks every upgrade made to an instance. Every record that is examined during an upgrade is tracked, and the action taken on each record (such as whether the record is updated) is tracked as the disposition. Administrators can use the upgrade history module to locate and resolve upgrade conflicts and to revert customizations to out-of-box versions.
Upgrade History An upgrade history record is created for each upgrade that is run. To view an upgrade history record, navigate to System Diagnostics > Upgrade History. This record provides the following fields: Field
Input Value
From
Name of the previous .war file.
To
Name of the applied .war file.
Upgrade
Time stamp for the start of the upgrade.
started Upgrade
Time stamp for the end of the upgrade.
finished Inserted
C oun t of th e records inserted.
Updated
C oun t of th e records up dated.
Deleted
C oun t of th e records deleted.
Skipped
Count of the upgrade records skipped because of customer customizations.
Total
Total count of all the records affected by the upgrade.
Upgrade
Related list that tracks every record affected by the upgrade. Open one of these records to compare the out-of-box and customized
Details
versions. The upgrade process automatically skips changes to customized objects.
11
Upgrade History
12
Upgrade Details A record is created for every file in an upgrade. Open one of these records to see what has changed and decide whether to revert your customizations. The upgrade details form displays a side-by-side comparison of the customization and the corresponding out-of-box version. Modifications, additions, and deletions are marked by a color code. The detail record provides the following fields: Field
Input Value
Disposition
Action performed on this file durring an upgrade.
Typ e
C urrent f ile ty pe (such as Bu siness Rule o r UI Policy).
Target name
Name of the record corresponding to the current file.
File n ame
C urrent u pgr ad e file name.
File differences Comparison of the file in the upgrade with the customized version. Changed
Indicates whether the file has changed since the last upgrade. To see this field, personalize the form.
Upgrade History
13
Disposition The Disposition field tracks the action taken on each record, such as whether the record is updated. The upgrade process automatically skips (disposition of Skipped) Skipped ) customized objects. To apply a skipped update, see Reverting Customizations. The following dispositions are possible: Field
Input Value
Ins Inserte erted d
A rec recor ord d was was inse insert rted ed..
Upda Update ted d
A rec recor ord d was was upda update ted. d.
Dele Deletted
A reco record rd was dele delete ted. d.
Skipped Skipped
An upgrad upgradee componen componentt was not not applied applied becau because se the cust customer omer had had customi customized zed the the compone component. nt.
Reverte Reverted d
A customi customized zed compon component ent was was overwri overwritte tten n by a baselin baselinee compone component. nt.
Unchanged A baseline component has not changed since the last release (available starting with the Eureka release)
File Names Administrators can use the file name to identify what components have been updated or skipped. Update records follow one of the following naming format conventions. Formatting convention
Reverting Customizations Customizations When an object is customized, a corresponding record is added in the Customer Updates [sys_update_xml] table. This table maintains the current version information for all objects that have been customized. To prevent customizations from being overwritten by system upgrades, the upgrade process automatically skips changes to objects that have a current version in the Customer Updates table. Starting with the Calgary release, the upgrade process does not skip these objects if only excluded fields have changed. You may want to overwrite your customizations when a software upgrade contains a feature that you would like to implement. To revert a customized object to a system default version after an upgrade: 1. Navi Naviga gate te to to System Diagnostics > Upgrade History. History. 2. Select Select the desired desired software software version. version. Skipped. 3. Filt Filter er the the Upgrade Details related list by Disposition is Skipped. 4. [Optional] [Optional] Add Add another another filter filter conditio condition n for Changed is True (Aspen release). This filter condition returns only the objects that have changed since the last upgrade. 5. Select Select the update record to implemen implement. t. A side-by-side comparison of the customization and the default version is displayed in the File differences field. Deletions are highlighted in red, additions in green, and modifications in yellow. 6. Click Revert to Out-of-box to overwrite your customized object with the system default version. Reverted. € The Disposition changes from Skipped to Reverted.
Upgrade History
€ After After you you reve revert rt a custom customiza izatio tion, n, Reapply Changes becomes available. Click this button to reapply your customizations (undo the revert). Note: Reverting Note: Reverting a customization customization is not tracked tracked in update sets. You You must perform this procedure procedure on each instance for which you want to revert your customizations.
Enhancements Eureka € Provides Provides the unchanged unchanged dispositio disposition n for baseline baseline components components that have have not changed changed since the last last release. release.
Calgary € The upgrade upgrade process process does not skip objects objects that that have a current version version in the Customer Customer Updates Updates table when when only excluded fields have changed.
Troubleshooting Troubleshooting Guide The following pages are pages which give troubleshooting help. Another source for Troubleshooting and Frequently Asked Questions is the HI's Knowledge Base, under the categories Technical Support Useful Solutions or FAQ. If neither the Troubleshooting Guide nor the Knowledge Base provide adequate solutions to a problem, consult customer support. € Per Perfor formance € Home Homepa page ge Perfo Perform rman ance ce € Emai Emaill Notif Notific icat atio ions ns € Syst System em Upda Update te Sets Sets € Acce Access ss Cont Contro rols ls € Refe Refere renc ncee Qual Qualif ifie iers rs € Task Task Activ ctivit ity y € Proc Proces esss Gui Guide dess € Adding Adding Cont Content ent Item Itemss to Servic Servicee Catalo Catalog g
14
15
Introduction to Navigation and UI Navigating Applications Overview An application is a group of modules, or pages, that provide related information and functionality in a ServiceNow instance. For example, the Incident application contains modules for creating and viewing incidents; the Configuration Management application contains modules for configuring servers, databases, and networks. The application navigator, or left-navigation bar, provides links to all applications and the modules they contain, enabling users to quickly find information and services. To hide the application navigator: € UI14: click the Toggle Navigator button ( ) in the Edge. € UI11 and Classic: click the Toggle Navigator button ( ) in the banner frame. Administrators can customize the application navigator to provide different modules by user role, modify or define applications and modules, and change its appearance.
Using the Application Navigator The application navigator comprises a list of application labels and the application navigator header. Each application appears as a section in the application navigator denoted by an application label. Modules are listed by name under each application label. To expand or collapse an application section, click the application label. To open a module in the content frame, click the module name. If you cannot find an item in the application navigator, consider the following reasons: € You may not have access access rights. rights. The applicatio applications ns and modules modules available available to a user may depend depend on the user's role. role. For example, the Finance department may not have access to change management modules. € You may have have applied applied a filter or switched switched roles roles (perspecti (perspectives ves in UI11 or classi classic). c). € The application application may be deactiva deactivated ted in your company's company's ServiceNo ServiceNow w implementati implementation. on. Contact Contact the system system administrator to activate it, if necessary. € The applicati application on that contain containss the module module you are are looking looking for may may be collapsed collapsed..
Navigating Applications
16
UI14 Application Navigator
UI11 Application Navigator
Module Icons In addition to names, modules in the application navigator also have icons. € UI14: each module has a star icon to the left of the module name. Use these stars to identify and view frequently used modules. For more information, see Using Favorites. € UI11 and Classic: each module is represented by an icon that can be customized.
Application Navigator Header The application navigator header provides the following tools, depending on the version of the interface currently in use. All tools available in UI11 are available in UI14, but the button and icon placement may be different.
UI14 € Navigation Filter (
): filters the applications and modules that appear in the navigator
based on the filter text. To learn more, see Using the Navigation Filter. € Favorites Filter ( ): filters the modules displayed in the application navigator, showing either all modules or the modules marked as favorites. € Menu (
): lists the following menu options.
€ Roles: similar to the Switch Perspectives option in UI11. Selecting a role filters the available applications by that role (for example, select ITIL to show only ITIL items such as Incidents, and filter out Asset Management items such as Asset Portfolio). You must have access rights to the items to see a perspective in the list. Administrators can customize perspectives. To see all available applications, click All. € Automatically Add Favorites: when enabled, any module that the user selects is automatically marked as a favorite. € Refresh Navigator: refreshes the list of applications and modules. Administrators who are customizing the navigator can test their work without refreshing the whole browser session. € Collapse All Applications: collapses all applications so that only application labels appear.
Navigating Applications
17
€ Expand All Applications: expands all applications so that all available modules appear. Note: To increase or decrease font size on pages and menus, click the gear icon on the banner.
UI11 and Classic € Navigation Filter (
): filters the applications and modules that appear in the
navigator based on the filter text. To learn more, see Using the Navigation Filter. € Increase (
) and Decrease Font Size (
€ Refresh Navigator (
): changes the font size on all pages and menus.
): refreshes the list of applications and modules. Administrators who are customizing the
navigator can test their work without refreshing the whole browser session. € Collapse All ( ) and Expand All Applications ( ): collapses all applications so that only application labels appear, or expands all applications so that all available modules appear. € Switch Perspective (
): filters the available items by role (for example, select ITIL to show only ITIL items
such as Incidents, and filter out Asset Management items such as Asset Portfolio). You must have access rights to the items to see a perspective in the list. Administrators can customize perspectives. To see all available applications, click the arrow and select All.
Using Favorites In UI14, the application navigator has a star icon beside each module name that can be selected (
) or deselected (
). Use these icons to select frequently used modules and then display only the favorites in the application navigator. € Click the star icons to select and deselect modules as favorites. € Click the favorites filter icon (
) beside the navigation filter to turn on and off favorite modules. Selecting this
icon shows the favorite modules; deselecting shows all modules. By default, a module is automatically selected as a favorite when you open the module. To disable this setting, click the menu icon (
) in the application navigator header and select Automatically Add Favorites from the list to
remove the check mark.
Using the Navigation Filter The navigation filter helps users quickly access information and services by filtering the items in the application navigator or opening forms and lists directly. € If a module name contains the text, the application label expands to show that module. € If an application name contains the text, the application label expands to show all modules in that application. To use the navigation filter: 1. Click Type Filter Text in the application navigator header, or press Access Key
[1]
+ F. A text entry field
appears. 2. Begin typing the filter text (for example, inc for Incidents). The list of items available in the application navigator is filtered as you type. € To open a module, click the module name, or press the Down Arrow to highlight and then Enter. € If you know the table name and wish to open a list or form directly, enter the table name followed by .list or .form (.LIST or .FORM for a new tab or window). For example:
€ incident.LIST opens the incident list in a new tab or window.
Navigating Applications
18
€ incident.form opens a new incident form in the content frame.
Tutorials The following video demonstrates the UI11 application navigator. For more e-Learning videos, see Tutorials. Using the UI11 Navigation Filter (01:21)
Navigating by URL Overview Users can navigate to a record or module directly by using a URL. This article explains the URL schema by which the system generates pages.
URL Schema The basic schema for a system URL is: https:///nav_to.do?uri=.do?sys_id=%26
Elements The URL schema consists of the following elements: € base URL: unique, secure Web address for each instance. The default format is: https://.service-now.com. Customers
who
want
to
display
a
custom
base
URL
in
email
notifications
can
set
the
glide.email.override.url property.
€ nav_to.do?uri= (optional): loads the page in the standard interface, with the banner frame on top and the application navigator on the left. € .do?: where the page name is the form, list, UI page, or other page to open. To view a list, use
_list.do. € sys_id= (optional): where is the sys_id of the record to open in form view. To create a new record, specify a sys_id of -1. € (optional): may specify a query, view, redirection page, and more. Sample parameters are: € sysparm_view=ess: specifies a view (ess). € sysparm_query=number=INC00040: specifies a query (number is INC00040). € sysparm_query=priority=2^active=true:specifies a complex query with two terms (priority is 2 and active is true). € sysparm_query=priority=2^active=true^EQ^GROUPBYcategory: groups query results (by category). € sysparm_order=number" specifies the field by which to sort (number). € sysparm_order_direction=desc: specifies a sort order (descending). € sysparm_force_row_count=5: limits the maximum number of results (5 records).
Navigating by URL
19
€ sysparm_result_view=viewname: specifies the view for search results. € %26CSV: specifies a file format, can be CSV, XML, PDF, or UNL (Unload). € %26: ASCII-encoded ampersand (&); separates page parameters. € ^ (carat): builds multiple term queries or specifies multiple field values.
Forms Versus Lists (sysparm_query) The sysparm_query page parameter behaves differently for a list versus a form. € List: returns records that match the query conditions. € Form (with sys_id=-1 specified): applies the values to the new record.
Long URLs The default URLs by which the system renders pages may exceed the character limit of Microsoft Internet Explorer, resulting in an error message. To prevent this error, enable tiny URL support, which generates shortened internal URLs that fall within the character limit. The Tiny URL Support plugin is activated automatically but is not enabled. Activate this plugin if Microsoft Internet Explorer displays failure to open page errors during routine operations in the ServiceNow platform.
Tiny URL Support Properties The following system properties (System Properties > System) control tiny URL generation. Note: The system does not convert all URLs to tiny URLs. Only some URLs the system generates as redirects are converted. For example, a URL the browser generates when a user opens a record is not converted to a tiny URL.
Property
Description
glide.use_tiny_urls
false €
Default value: false
glide.tiny_url_min_length Minimum length of a redirect URL that is turned into a tiny URL €
Type: integer
€
Default value: 1024
Examples Open a Form with Preset Values This example opens a new Incident form in the standard interface with a priority of 1 and an incident state of Awaiting Problem. Schema: https:///nav_to.do?uri=
You can also use JavaScript to access GlideSystem methods. The following creates the same type of incident as above, and also populates the caller ID with the current user ID: https://.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3^calle
View a List of Incidents These examples open a list of all incidents with (example 1) and without (example 2) the navigation frame. Schema: https:///nav_to.do?uri=
_list.do Example 1: https://.service-now.com/nav_to.do?uri=incident_list.do Schema: https:///
_list.do Example 2: https://.service-now.com/incident_list.do
View a List of Attachments This example opens the Attachments table in list view. Schema: https:///nav_to.do?uri=
Return a File This example returns a comma-separated value file of records in the Incident table that meet the query conditions. Schema: https:///nav_to.do?uri=
User Interface Using Lists Overview Lists display information from a data table. Users can search, sort, filter, and edit data in lists. Lists also may be embedded in forms and may be hierarchical (have sublists). The list interface contains four main elements: € Title Bar € Breadcrumbs € Column headings € Fields A response time indicator (
) may appear at the bottom right of some lists to indicate the processing time required
to display the list.
Title Bar The title bar displays the title of the list (table) and provides several controls.
UI14 List View
UI11 List View
The title bar includes the following controls: UI14 Title Bar
€ List controls: appears when you click the menu icon (
) to the left
Using Lists
22
of the list title (UI14) or when you click the arrow icon (
UI11 Title Bar
) beside
the list title (UI11). This menu provides the following list controls: € View: changes the columns and order of the list to a predefined layout. Administrators can customize views. € Filters: applies a saved filter or allows you to edit a personal filter. € Group By: aggregates records by a field. € Show: changes the maximum number of records per page. € Refresh List: refreshes the list to show changes immediately. € New: opens a blank form that allows users to create a new record in the list. Clicking the New button in a filtered list automatically applies the same filter to the new record. For example, clicking New in the Closed Incidents list opens a new record preset with Active deselected. In a list filtered for active, priority 1 incidents, clicking New opens a new record preset with Active selected and Priority set to 1 - Critical. You can change the preset values on the form as needed. If there is a field you do not want to have populated
in
this
way,
you
can
add
the
following
dictionary
attribute
to
the
field:
ignore_filter_on_new=true .
€ Go to or Search: finds information in the current list. For more information, see Finding Information in Lists. € List Activity Stream (
): (UI14) shows recent record activity for all records currently displayed on a list. For
more information, see Displaying Activity Streams.
Breadcrumbs Breadcrumbs offer a quick form of filter navigation. A filter is a set of conditions applied to a table in order to find and work with a subset of the data in that table. The current filter is indicated by a hierarchical list of conditions €breadcrumbs €at the top of the table. For more information, see Using Filters and Breadcrumbs.
Breadcrumbs
Using Lists
23
Column Headings Column headings appear at the top of a list header. These headings display column names and provide some list controls. Column headings are stationary at the top of the list and do not scroll with list content, starting with the Eureka release. The column headings provide the following controls: € Sorting: Click the column name to sort the list in ascending order. Click again to sort in reverse order. An arrow to the right of the column name indicates the column currently being sorted as well as the sort direction. € List context menu: Access this menu, also called a right-click menu, by clicking the menu icon (
Column Headings
) at the top of a list column (UI14) or by
right-clicking the column heading (UI11). The list context menu offers these controls: € Sort (a to z) and (z to a): sort in ascending and descending order. € Show Visual Task Board: create a visual task board based on the current list (starting with the Eureka release). € Group By: aggregate records by a field. For more information, see Finding Information in Lists. € Bar Chart and Pie Chart: create quick bar and pie chart reports based on the filter criteria of the list. Users can then modify these reports or create gauges (depending on access rights). For more information, see Creating Reports. € Personalize (requires access rights): provides administrative functions related to the information displayed and how it is controlled. € Import (administrators only): import data from an XML file. € Export: exports data to Excel, CSV, XML (administrators only), or PDF. For more information, see Exporting Data. € Update Selected and Update All (administrators only): change applicable field values. For more information, see Editing Lists. € Personalize List (
): customizes the list layout for the current user. For more information, see Creating
Personal Lists. € Search (
): (UI14) enables the column search. Note: Some of the options displayed on the list context menu depend on the user role and the installed applications.
Using Lists
24
Fields Fields display data and provide the following functionality. € Links: open the associated record in form view. Click the reference icon or first column field to open the current record. You can also click a link to a related record in other columns to go to that related record. € Editing: changes the information in one or more records. For more information, see Editing Lists. € Reference Icon ( UI11 Fields
): provides
detailed information about the record. Point to the reference icon
to open a pop-up window, or click it to open the record in form view. For more information, see Reference Icon. € Context menu: also called a right-click menu, offers the following options: € Show Matching and Filter Out: provide quick filter options. € Copy URL to Clipboard: copies to the clipboard the URL for the form view of the record. Follow browser instructions if browser security measures restrict this function. € Copy sys_id (administrators only): copies to the clipboard the sys_id of the record. Follow browser instructions if browser security measures restrict this function. € Assign Tag (UI14) or Assign Label (UI11 and classic): allows the user to assign a new or existing tag or label to a record, which provides quick access to frequently referenced or urgent information. When a tag is assigned to a record in UI14, the record is displayed on the Tagged Documents page. When a label is assigned to a record in UI11 or classic, a link to the record is displayed in the application navigator under the assigned label. For more information, see Tagging Documents (UI14) or Creating and Using Labels (UI11 and classic). € Assign to me, Approve, and Reject: provide quick edit options. € Add to Visual Task Board: allows users to add the selected record to visual task boards they own (starting with the Eureka release). Note: Some of the options displayed on the field context menu depend on the user role and the installed applications.
Field Status Indicators Field status indicators are used to highlight certain fields on lists and to provide status information. € In UI14, field status indicators on lists can be displayed as a colored circle on the left side of the field or using a field background color. € In UI11 and the classic UI, field status indicators on lists are displayed using a field background color. All UI versions display field status indicators for mandatory fields only, starting with the Eureka Release. Previous versions also display field status indicators for modified and read-only fields. To select the style of the field status indicator in UI14: 1. Click the personalize list icon (
) in the upper left corner of a list.
Using Lists
25
2. Select the Modern cell coloring check box to use the UI14 style field status indicator. Clear this check box to use the UI11 and classic style. 3. Click OK. For more information, see Creating Personal Lists.
Action Check Boxes Action check boxes enable users to perform actions on selected items in a list. To use action check boxes: 1. Select the check boxes beside the records you want to affect. To select all records on the page, go to the bottom of the list and select the check box beside the Actions choice list. 2. Apply the desired action. € UI14: in the column list context
Action check boxes and Actions choice list
menu, Update Selected records using an editing form. For more information, see Editing Lists. € UI11 and Classic: in the column heading right-click menu, Update Selected records using an editing form. For more information, see Editing Lists. € In the Actions choice list, Delete (administrators only), Show on Live Feed, Assign Tag, or Remove Label (if applicable). For more information, see Creating and Using Labels.
Hierarchical Lists Lists can have sublists in a hierarchy that can also be accessed in list view. Hierarchical lists allow users to view records from related lists directly from a list of records without navigating to a form. To expand or collapse the related lists on a record in a hierarchical list, click the arrow ( See
) beside the reference icon.
Hierarchical
Lists
for
more
information on how to enable and use this feature.
Embedded Lists Some lists may be embedded in forms. An example hierarchical list
Changes to embedded lists are saved when the form is saved. For more
information, see Editing in Forms. Use these controls to work with an embedded list: € To expand or collapse an embedded list, click the expand ( € To add a new row, double-click Insert a new row...
) or collapse icon (
) in the list header.
Using Lists
26
€ To edit a row, double-click in an empty area of the field. See Using the List Editor. € To delete a row, click the delete icon (
) beside the row.
€ New rows are removed immediately. € Existing rows are designated for deletion when the record is saved. To clear this designation, click the delete icon again.
Navigating to a List To open a list using the application navigator, click the list name or type the table name followed by .list in the application navigator filter. For more information,
see
Navigating
Applications. To open a list using a URL, append the table name and _list.do to the instance An embedded list
Web
address.
For
example,
the
following URLs open the incident and change request lists, respectively, in the demo instance: http://.service-now.com/incident_list.do http://.service-now.com/change_request_list.do To open a list in the content frame using a URL, add nav_to.do?uri= to the list Web address, as in the following examples: http://.service-now.com/nav_to.do?uri=incident_list.do http://.service-now.com/nav_to.do?uri=change_request_list.do Filters, views, and other parameters can also be applied using a URL. For more information, see Navigating by URL. Note: Consider creating bookmarks for commonly viewed lists.
Using Lists
27
Displaying Activity Streams You
can
stream
live
activity
information for all records on the current list. This feature is available starting with the Eureka release when UI14 is enabled. To view this information, click the list activity stream icon (
) in the list
title bar. This icon appears in the title bar for all task tables. The live stream information appears in a flyout window, and is the same information that appears in the activity formatter for a record. The information in Activity Stream Window
the
flyout
window
updates
automatically with audit and journal entries. Click the x at the top to close
the activity stream. Note: Activity streaming is available for Internet Explorer 9 and higher.
Editing Lists
28
Editing Lists Overview Users can edit data in lists using a variety of methods: € Quick edit functions: change applicable field values using the right-click menu. € List editor: edit field values in a list without opening a form. € Multiple records: edit more than one record at the same time using the list editor or an editing form.
Quick Edit Functions To edit a record in a list using quick edit functions, right-click a field and select the appropriate function: € Assign to me: for records that use assignments, adds the logged in user's name into the Assigned to field. € Approve: for records that use approvals, changes the record's approval state to Approved. € Reject: for records that use approvals, changes the record's approval state to Rejected.
Using the List Editor The list editor allows users to edit field values directly from a list without navigating to a form. Administrators can configure the list editor. By default, list editing is disabled for some tables. Fields of certain types cannot be edited from lists. To use the list editor: 1. Double-click (or click, if you have personalized the list editor) in an empty area of the field. The appropriate editor for the field type opens. You can also use keyboard navigation to access the list editor. € Before the list editor opens, access rights to edit the field are verified. A loading indicator appears if this process takes longer than expected. € If the field has a dependency relationship (for example, Category and Subcategory), then a composite editor opens to allow editing of all dependent fields. You must have rights to edit all dependent fields to use the list editor. 2. Enter the appropriate values and click Save (
), or click Cancel (
) to retain the original value.
Editing Lists
29
Using Keyboard Navigation for List Editing Users can use spreadsheet-like keyboard navigation to edit data in list view. To use keyboard navigation for list editing: 1. Navigate Navigate to to the list you want want to edit. 2. Press Tab until the first field in the list is selected (highlighted). 3. Use any any the following following key key combinat combinations ions to navigate through the list until the field you want to edit is selected. € Move ri right: Tab or the Right Arrow key. List editor
€ Move left: Shift + Tab or the Left Arrow key.
€ Mov Move dow down: n: the the Down Arrow key. € Move up up: th the Up Arrow key. To select multiple fields in the same column, hold Shift and press the Down Arrow or the Up Arrow key. Enter. The list editor opens. 4. Press Enter. 5. Enter a new value. value. To add add a new line in a multi-line multi-line text text field, press press Shift + Enter. Enter. 6. Save or cance cancell your changes changes in one one of the followi following ng ways: ways: Enter. The new value is saved and the field below the edited field becomes selected. € Press Enter. € Press Tab. Tab. If the list is configured to save immediately, the new value is saved. If the list is configured to save data by rows, an indicator appears beside the value and the list editor opens for the next field. The row is saved only when you navigate away from the row or click the Save (
) button beside the row.
€ Press Ctrl + Enter. Enter. If the list is configured to save immediately, the new value is saved. If the list is configured to save data by rows, an indicator appears beside the value and the current field remains selected. € Press Esc. Esc. The list editor closes without saving changes and the field remains selected. Note: Depending Note: Depending on the the browser you are are using, you may use different different key combinations combinations to edit certain field values. For example, example, to edit a choice list using Chrome, press the Spacebar.
Creating New Records Users can create new records in list view. Administrators can configure the list editor to enable this feature for lists. To create a new record in list view: 1. Navigate Navigate to the the empty row row at the bottom bottom of of the list. list. 2. Open the the list editor editor for a field field in the the row and enter enter a value. value. 3. Save Save or cancel cancel your your chang changes. es.
Editing Lists
30
Personalizing the List Editor To personalize the behavior of the list editor: 1. Open Open the the list. list. Insert a new row (record)
2. Click ick Personalize List (
) in the upper
left corner.
€ To allow allow the list editor editor to to open open for the list, list, select select the Enable list edit check box. Clear the check box to prevent the list editor from opening for the list. € To open open the list editor editor with a double-clic double-click, k, select select the the Double click to edit check box. Clear the check box to open the list editor using a single click.
Editing Multiple Records All users can edit multiple records at the same time using the list editor. Administrators and users with the list_updater role can edit multiple records at the same time using an editing form. If you want to update a single field on multiple records to have the same value, the list editor is the quickest method. If you want to edit multiple fields or fields that do not appear in the list view, use an editing form. To edit multiple records in a list using the list editor: 1. Select Select the records records you want to edit: edit: € To select select multi multiple ple conse consecut cutive ive field fields, s, hold hold Shift and drag in the desired fields, or select a cell and then press Shift + Up Arrow or Shift + Down Arrow. Arrow. € To select select multiple multiple non-con non-consecu secutive tive fields, fields, press press Shift and click in one of the desired fields, then hold Shift + Ctrl (Shift + Command on Mac), and click in the desired fields. 2. Open the list editor by double-clicking (or clicking, clicking, depending on setup) in an empty area of the field. The number of selected rows that will be edited is indicated. If any rows cannot be edited (due to security constraints), that is indicated. 3. Enter the appropr appropriate iate values values and click Save. Save. To edit multiple records in a list using an editing form (administrators and users with the list_updater role): 1. Select Select the records records to edit in one of the following ways: € Select Select the check check boxes boxes in the record rows. € Select Select a field field in the the reco record rd rows rows.. Selected fields are highlighted in blue.
€ Filter Filter the list list to show show only only the the rows you want to edit.
All. An 2. Right-click Right-click the column column header header and select select Update Selected or, if you filtered the data, select Update All. editing form opens. 3. Enter appropr appropriate iate values values in any any of the fields fields and and click click Update to save your changes in all selected records.
Creating Personal Lists
31
Creating Personal Lists Overview Personal lists modify a specific list view according to individual preferences. Users can create personal lists. Administrators can manage the personal lists function. Personal list layout options include: € Colu Column mn sel selec ecti tion on and and ord order er € Row spacing € Text Text wrap wrappi pin ng € Lis List ed editing € List List high highli ligh ghti ting ng
Personalizing a List To personalize a list: 1. Open Open the the lis list. t. 2. Click the personaliz personalizee list icon (
)
in the upper left corner. 3. Use the slushbucke slushbuckett to select select the columns and the desired order. The first non-reference field automatically links to the form view of the record. For this reason, consider using the record number as the first column in
UI14 Personalize List
your personal list layout. 4. Select Select displa display y option options. s. € To dis displ play ay lon long g text text on on more more than one line, select the Wrap column text check box. Clear the check box to display text on one line. € To cond condens ensee the the vert vertica icall space space between rows , select the Compact rows check box. Clear the check box to use standard row spacing. € To hig highl hlig ight ht lis listt rows rows as as the the UI11 Personalize List
cursor passes over them, select the Enable list highlighting
check box. Clear the checkbox to restore the static, alternate row highlighting. € To use updated updated field field status status indicator indicatorss available available in UI14, UI14, select select the Modern cell coloring check box. Clear the check box to use field status indicators available in UI11 and the classic interface. 5. Select Select list editing editing options options (requires (requires setup). setup).
Creating Personal Lists
32
€ To allow the list editor to open for the list, select the Enable list edit check box. Clear the check box to prevent the list editor from opening for the list. € To open the list editor with a double-click, select the Double click to edit check box. Clear the check box to open the list editor using a single click. Note: €
To reset a list to the default layout, click the personalize list icon (
€
If a list is personalized, an indicator (
) and select the Reset to column defaults check box.
) appears in the upper left corner.
View Management Overview A view defines the elements that appear when a user opens a form or a list. Administrators and users with the personalize role can define views for any list and form, which view should be visible by default, and which views pertain to specific user roles. For example, this is the Incident form in the Self-Service View:
This is the Incident form in the Metrics View:
Here is a quick video showing list and form view management in action.
View Management
33
Note: Views can be used to define base views. UI Policies can modify those views based on context. For more information, see Creating a UI Policy.
Switching Views To switch between list views, click the table name at the top left corner of the list, and then select Views > [Desired View]: To switch between form views, click the table name at the left side of the form header, and then select Views > [Desired View]:
Switching views on a list
Switching views submits the form, which saves all changes and triggers any onSubmit client scripts that apply. You cannot switch form views on a new form that has not been saved yet.
Administering Views Several views are included with the base system, including the Switching views on a form
Default view and Advanced view. All view records are saved in the UI View [sys_ui_view] table. Every list and form either has a view associated with it or uses the Default view if no other view is
assigned. Administrators can created additional views or modify the base system views. Warning: Do not delete any of the base system views.
Creating Views 1. Navigate to the list or form that you want to create the view for. 2. Right click the header and select Personalize > List Layout or Personalize > Form Layout. 3. Under the List View section, select the view on which you want to base your new view. The fields visible for that view appear in the Selected list. 4. From the choice list, select New. The Create New View form appears. 5. Enter the descriptive name of the view. 6. Click OK. The same fields in the Available column are the same as the first view you based the new view on. 7. Select the fields to appear in this view by adding or removing the fields from the Selected column. You can also adjust the order they appear on the form by moving the fields up or down.
View Management
34
If you are creating a view for a form, you can also select a form section and personalize the fields for that section. You can also create views in the same manner when you personalize a related list.
Deleting Views You can delete any view that you created. Do not delete the base system views. 1. Navigate to System UI > Views. 2. Click the view to delete. 3. Click Delete on the form header.
Creating a View Rule When a user switches views, the selected view is saved as a user preference so the user sees the same view by default when the form opens. Administrators can override this functionality to force a specified view to be used. 1. Navigate to System UI > View Rules. 2. Click New. 3. Fill in the fields on the View Rule form (see table). 4. Click Submit. Field
Input Value
Name
Specify an identifying name for the rule.
Match Conditions Select whether Any or All of the conditions need to be met. Active
Select this option to apply the view rule according to the conditions you specified. If unchecked, the view rule is not be applied.
Table
Select the table on which this view rule will be applied.
View
Select the view that is automatically applied if the cond itio ns match .
Device type
Select which interface this view rule applies to.
Conditions
Specify the conditions that determines when the view is applied.
Exporting Data
35
Exporting Data Overview ServiceNow offers a variety of ways for administrators and users with the itil role to export data: € Form export: Export an individual record from the user interface. Choose PDF or XML format directly from a form. € List export: Export multiple records from the user interface. Choose CSV, Excel, PDF, or XML format directly from a list. € Scheduled export with reports: Automatically export multiple records from a table on a set schedule. Create a scheduled job to regularly export data as a report. € Direct URL access: Export multiple records from a table using the ServiceNow CSV, Excel, PDF, or XML processor. Specify the table form or list you want to export in the URL. € Web services/SOAP: Export multiple records from a table when an external client makes a web services request. Create an external application or process to automate the retrieval of data from an instance via web services or SOAP.
Available Export Formats ServiceNow supports the following export formats: Export
Description
Format CSV
Export table records as a comma-separated value text file. Use this option to export the currently displayed fields in the list or form as a text file. Personalize the list or form to add or remove fields from the export. When exported to CSV, dot-walked fields appear using their full field name, such as u_assignment_group.parent. Note: By default, ServiceNow exports all CSV files in Windows-1252 encoding. If you need to export translated data, set the glide.export.csv.charset system property to UTF-8 (starting with Calgary release).
Excel
Export table records as a Microsoft Excel spreadsheet. Use this option to export the currently displayed fields in the list or form as an Excel spreadsheet. Personalize the list or form to add or remove fields from the export.
XML
Export table records as an XML document. Use this option to export all data from a table or all data for a particular record. The XML file has an XML element for each column in the table.
PDF
Export table records as a Portable Document Format file. Use this option to export the currently displayed fields in the list or form as a PDF file. Personalize the list or form to add or remove fields from the export.
Exporting Form Data Export an individual record from a form by right-clicking a form header bar and selecting the export type. Export formats include: € PDF (Portrait) € PDF (Landscape) € XML (This Record)
Exporting Data
36
Right-click a form header bar and select the export format.
Note: When exporting PDF data from a form, only the fields that are visible from the current view are exported. When exporting XML data, however, all the fields are exported, regardless of the view. CSV and Excel records cannot be exported from a form.
Exporting List Data Export a list of records by right-clicking a list header bar and selecting the export format.
Right-click a list header bar and select the export format.
Note: To export records in an embedded list, export the record containing the list.
Export formats include: € Excel € CSV € XML € PDF (Portrait) € PDF (Landscape) € PDF (Detailed Portrait): Exports the list and the associated form for each record. € PDF (Detailed Landscape): Exports the list and the associated form for each record.
Exporting Data
37
Note: You can control how line breaks appear in exported CSV data using the glide.csv.export.line_break
system
property (starting with Dublin release).
Determining Which List Fields are Exported By default, exporting data from a list exports only the fields that are visible from the current view. If you want to export fields from another list view, you can switch views from the UI. Alternatively, you can add the sysparm_view parameter to the URL request. For example, to export fields visible from the Self Service (ess)
If you are exporting CSV or Excel data and do not specify a view, the export uses the default list view. You can export all fields by setting the sysparm_default_export_fields
parameter to all (available starting with
the Dublin release). If you are exporting XML data, the export returns all fields unless you specify a particular view. The sysparm_default_export_fields
parameter has no effect on XML exports.
Exporting Data with Scheduled Reports You can schedule regular or one-time exports from list reports. ServiceNow sends the report to one or more users by email. Export formats include: € Excel € CSV € PDF € PDF (Landscape) If you need to share data with another ServiceNow instance or integrate with another application, consider creating a web service or SOAP message instead.
Exporting Directly from the URL You may want to export data from the URL if you need to dynamically export data from a script or web service. You must be familiar with the ServiceNow table and column names to export data directly from the URL. See Navigating by URL for more information about navigating to forms and lists. To export data directly from the URL, create a URL containing the following parts: 1. Specify the instance URL. For example, https://.service-now.com/ . 2. Specify the table form or list to export. For example, incident_list.do. 3. Specify the export format processor to use for the export. For example, ?CSV. 4. [Optional] Specify a query and sort order with URL parameters. For example, &sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27. The final URL should look like one of these sample URLs:
Exporting Data
38
URL
Description
https://.service-now.com/incident_list.do?CSV
Export all incidents to a comma-separated value text file.
Export all incidents to a comma-separated value text file and sort the list by sys_id.
Exporting data directly from the URL
Note: ServiceNow enforces basic authentication
[1]
for direct URL access. The data extracted from the URL contains only the fields
to which the currently authenticated user has read access.
Export Format Processors The ServiceNow platform provides a default upper limit for XML data exports starting with the Dublin release. If you are using an older version, see the previous version information. ServiceNow provides the following export format processors:
Exporting Data
39
Export Processor
URL Syntax
Export Limits
Description
CSV
?CSV
10,000 rows
Exports table records as a comma-separated value text file.
Excel
?EXCEL
10,000 rows
Exports table records as a Microsoft Excel spreadsheet.
XML
?XML
10,000 rows
Exports table records as an XML document.
PDF
?PDF
5,000 rows
Exports table records as a Portable Document Format file.
Schema
?SCHEMA
N/A
Exports the database schema for the table.
XSD
?XSD
N/A
Exports the table structure in XSD format.
See Export Limits for information about processor export limits and how to work around them if a table exceeds the export limit. Note: Export processors return all requested records regardless of whether you use the table.do or table_list.do format to identify the export table.
Click the plus to expand previous version information Prior to the Dublin release, the ServiceNow platform provided default upper and lower limits for XML data exports. Note: If you use these limits in a Dublin instance, they will continue to function correctly. To ensure functionality in subsequent releases, however, we recommend that you modify your code to use the single export limit.
Export Processor
CSV
Excel
URL Syntax
?CSV
?EXCEL
Export Limits
Description
Lower Limit: 10,000 rows Upper Limit: 50,000
Export table records as a comma-separated value text
rows
file.
Lower Limit: 10,000 rows Upper Limit: 50,000
Export table records as a Microsoft Excel spreadsheet.
rows XML
?XML
Lower Limit: 10,000 rows Upper Limit: 50,000
Export table records as an XML document.
rows PDF
?PDF
Upper Limit: 5,000 rows
Export table records as a Portable Document Format file.
Schema
?SCHEMA
Lower Limit: 10,000 rows Upper Limit: 50,000
Export table records as a schema document.
rows XSD
?XSD
Lower Limit: 10,000 rows Upper Limit: 50,000 rows
Export table records as an XSD document.
Exporting Data
40
Using URL Queries to Filter List Results Use URL queries to programmatically generate filtered lists before exporting them. URL queries are useful for scripts that generate a list of records and where no user will manually add the filter from the UI. You must be familiar with the table's column names and values to create a query. To create URL queries: 1. Specify the instance URL. For example, https://demo.service-now.com/ . 2. Specify the list URL for the table you want to export. For example, incident_list.do. 3. Specify the export format processor for the export. For example, ?XML. 4. Specify the query as the value of the sysparm_query parameter. For example, ?sysparm_query=priority=1. 5. [Optional] Specify the result sort order with the ORDERBY parameter. For example, CSV&ORDERBYassigned_to. Note: All queries use a column name, an operator, and a value. See Condition Builder for a list of available operators.
For example, to export a list of all priority 1 incidents as an XML file, use the following URL: https://.service-now.com/incident_list.do?XML&sysparm_query=priority=1&ORDERBYassigned_to
URL Query Parameters ServiceNow provides the following URL query parameters: URL
URL Syntax
Description
Parameter sysparm_query sysparm_query=[column
ORDERB Y
Displays a list of records that match the query. For example: https://
name][operator][value]
Example XML Export The following URL query produces an XML document similar to the sample shown: https://.service-now.com/incident_list.do?XML&sysparm_query=priority=1&ORDERBY=assigned_to
true 2012-11-28 20:44:11 not requested d625dccec0a8016700a222a0f7900d06
3 test +XB 1 incident admin 2012-11-28 16:31:33 global 4efe74640982300000a286aa871e705a 4 admin 2012-11-28 18:44:11 proceed cancel 1 dfdc91a809c2300000a286aa871e7057,46d44a23a9fe19810012d100cca80666
...
Calling URL Exports Programmatically You can dynamically export data from a script or web service by calling a URL export from any programming language. The following procedure includes code samples that demonstrate calling a URL export in C# for a .Net framework call: 1. Add the following Imports: using System.Net ; using System.IO;
2. Call the Download method: static void Main(string[] args)
{ // Call to DownloadFile method supplying the URL and location to save CSV file locally int read = DownloadFile("https://demo007.service-now.com/incident_list.do?CSV&sysparm_query=priority=1&ORDERBYassigned_to" ,
Exporting Data
43 "c:\\test\\incident.csv");
}
3. Create a Download method as follows: public static int DownloadFile (String url, String localFilename) { // Function will return the number of bytes processed // to the caller. Initialize to 0 here. int bytesProcessed = 0; // Assign values to these objects here so that they can // be referenced in the finally block Stream remoteStream = null; Stream localStream = null ; WebResponse response = null ; // Use a try/catch/finally block as both the WebRequest and Stream // classes throw exceptions upon error
try { // Create a request for the specified remote file name WebRequest request = WebRequest.Create(url); // Create the credentials required for Basic Authentication System.Net.ICredentials cred = new System.Net.NetworkCredential( "user_name" , "password" ); // Add the credentials to the request request.Credentials = cred;
if (request != null ) { // Send the request to the server and retrieve the // WebResponse object response = request.GetResponse();
if (response != null) { // Once the WebResponse object has been retrieved, // get the stream object associated with the response's data remoteStream = response.GetResponseStream(); // Create the local file localStream = File.Create(localFilename); // Allocate a 1k buffer byte[] buffer = new byte[1024]; int bytesRead; // Simple do/while loop to read from stream until // no bytes are returned
do {
Exporting Data
44 // Read data (up to 1k) from the stream bytesRead = remoteStream.Read(buffer, 0,
buffer.Length); // Write the data to the local file
localStream.Write(buffer, 0, bytesRead); // Increment total bytes processed bytesProcessed += bytesRead; } while (bytesRead > 0); } } }
catch (Exception e) {
Console.WriteLine(e.Message); }
finally { // Close the response and streams objects here // to make sure they're closed even if an exception // is thrown at some point
if (response != null) response.Close(); if (remoteStream != null) remoteStream.Close(); if (localStream != null ) localStream.Close(); } // Return total bytes processed to caller.
return bytesProcessed; }
Export Limits The ServiceNow platform provides a default upper limit for XML data exports starting with the Dublin release. If you are using an older version, see the previous version information. The purpose of the upper limit is to avoid creating performance issues when a table is excessively large. If you need to export more records than the threshold permits, break up the export into separate manageable chunks. Click the plus to expand previous version information In releases prior to Dublin, the ServiceNow platform provides default upper and lower limits for XML data exports that are used under different query conditions. The purpose of having two limits is to avoid creating performance issues when a table is excessively large. For exports that exceed the upper threshold, break up the export into separate, manageable chunks. Note: If you continue to use the upper and lower limits for XML data exports in a Dublin instance, they will continue to function correctly. To ensure functionality in subsequent releases, however, modify your code to use the single Export Limit.
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45
Lower Limit: The lower limit controls how many records ServiceNow exports by default from a list view. By default, exporting records from a list exports a maximum of 10,000 records. To exceed the 10,000 record limit, create a URL export containing the sysparm_record_count . For example, this query exports up to 40,000 records from the system log: http://.service-now.com/glide/syslog_list.do?sysparm_record_count=40000 Upper Limit: The upper limit of 50,000 records is the maximum number of records that can be exported by a sysparm_record_count query parameter in the URL. If the value of the sysparm_record_count query parameter exceeds 50,000 records, the platform defaults to 50,000.
Note: The upper limit for PDF exports is 5,000 rows. Since PDF exports cannot be broken up into smaller increments like other data formats, any URL export using a PDF processor cannot have a sysparm_record_count value greater than 5000.
Export Limit Properties You
can
set
the
number
of
records
to
return
during
an
export
using
the
URL
parameter
sysparm_record_count . However, the system analyzes the following settings to determine whether an export
limit should be applied. 1. First, the platform checks the property that defines the format-specific export limit (see table). Each format can have a different limit. Although this property can be set to any value, exceeding the default export limit can impact system performance. You may want to set the property at or below the default limit and have users export large amounts of data in smaller increments. 2. If the format-specific property is not set, the system checks the property for the general export limit (see table). This property can also be set to any value, but exceeding the default export limit can impact system performance. 3. If neither the format-specific export limit nor the general export limit property is set, the system enforces the default export limit (see table). Note: These properties are not defined by default. You must add the property to assign a value to it.
Format
Format-Specific Export Limit
General Export Limit
Default Export Limit
XML
glide.xml.export.limit
glide.ui.export.limit
10,000
CSV
glide.csv.export.limit
glide.ui.export.limit
10,000
EXCEL
glide.excel.export.limit
glide.ui.export.limit
10,000
PDF
glide.pdf.max_rows
N/A
5,000
PDF
glide.pdf.max_columns
N/A
25
Although the number of columns can be set higher than 25 in the PDF export, this is not advisable as only 25 header labels fit on a page. A warning threshold property called glide.ui.export.warn.threshold
controls how the records are
exported. If a user attempts to export a number of records from a list that exceeds the warning threshold, a dialog box offers the choice of waiting for the export to complete or having the exported records emailed as an attachment. The warning threshold can be changed in the system property.
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46
Example 1: Exporting to CSV € glide.csv.export.limit = 20,000 € glide.ui.export.limit = 10,000 € Default export limit for CSV = 10,000 Records to be Exported
Records Returned
15,000
15,000
30,000
20,000
Note: In the second export, the number of records returned from the database is limited because the number of records specified for export exceeds the value set in the glide.csv.export.limit property.
Example 2: Exporting to Excel € glide.excel.export.limit = no entry € glide.ui.export.limit = no entry € Default export limit for EXCEL = 10,000 Records to be Exported
Records Returned
10,000
10,000
30,000
10,000
Note: In the second export, the number of records returned from the database is limited because the number of records specified for export exceeds the default export limit for Excel, 10,000 records.
Example 3: Exporting to PDF € glide.pdf.max_rows = 7,500 € Default export limit for PDF = 5,000 Records to be Exported
Records Returned
6,000
6,000
10,000
7,500
Note: In the first export, all records are returned because the number of records specified for export does not exceed the glide.pdf.max_rows property. In the second export, the number of records returned is limited because the number of records
specified for export exceeds the value in the glide.pdf.max_rows property.
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47
Breaking Up Large Exports If the number of records to be exported exceeds the actual export limit, you may want to break the export into smaller increments that do not place a significant performance load on the platform. 1. Filter the list to display the records you want to export. 2. Write down the number of records returned. 3. If the record number is higher than the defined threshold, issue a sysparm query for the first 50,000 records using the following syntax: https://.service-now.com/syslog_list.do?XML&ORDERBY=sys_id&sysparm_record_count=50000 This exports the first 50,000 records in order, sorted by the sys_id number. 4. Find the next record in order, such as 50,001. 5. Right-click the row and copy the sys_id of the next record you want to export. 6. Access the next series of records with a greater than or equal to query run against the sys_id of record 50,001. The following example shows a query that uses a sys_id of b4aedb520a0a0b1001af10e278657d27 . Use the syntax shown in this query to export the next set of records. https://.service-now.com/syslog_list.do?XML&sysparm_query=sys_id%3E%3Db4aedb520a0a0b1001af10e278657d27 & Note: URL queries use typical percent encoding
[2]
. In this example, the greater than sign (>) is encoded as
%3E and the equal sign (=) is encoded as %3D. 7. Continue issuing this query, using the starting sys_id for the next set of records until you have exported all the necessary records.
Excel Export Threshold Excel exports are intended for relatively small exports, fewer than 500,000 cells, while CSV can handle larger exports. Whenever you export to Excel and the resultant spreadsheet has more than 500,000 cells (by default), the export process stops and you are given the Excel file at that point. In the bottom row, there will be the following message: Export stopped due to excessive size. Use CSV for a complete export:
The Excel export cell threshold is customizable using the glide.excel.max_cells integer property. Note: Increasing this threshold may cause a memory issue in your instance. The threshold is set at an appropriate level to prevent resource issues. The export will put the information into the Excel document with 32,000 rows per spreadsheet.
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48
Enhancements Dublin € A new system property, glide.csv.export.line_break , controls how line breaks appear in exported CSV data. € A default upper limit is available for XML data exports. However, the upper and lower limits from earlier versions will continue to function correctly in a Dublin instance. € A new system property, glide.ui.export.warn.threshold , controls how a user receives returned export records when the limit has been exceeded. The available options are to wait for the export to complete or have the exported records sent as an email attachment.
Calgary € A new system property, glide.export.csv.charset , controls the character set used to export CSV files. This property allows localized instances to export strings in a character set supported by the language. Starting with Calgary, you can set the system property to the character set name you want to use to export CSV files.
Uploading Attachments Overview You can upload a file as an attachment to an incident, knowledge article, change request, or other record in ServiceNow. Attachment file size is not limited by default. Note: €
To configure attachment options, see Administering Attachments.
€
To upload an image file for use in HTML fields, articles, or other records, see Storing Images in the Database.
Warning: Uploading large attachments might lead to issues with the user's active session on the instance.
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49
Managing Attachments To manage attachments on a record: 1. Navigate to the record (example, an incident record). 2. Click the paper clip (
) in the upper right or the Manage Attachments button (if files are already attached).
€ From the Attachments pop-up window you can add, delete, or rename attachments. € The number of attachments for a record is listed on the Manage Attachments button.
Adding an Attachment Do not use the Upload File module in the System Definition application. This module is not compatible with multi-node instances. Instead, attach a file directly to a record. 1. Navigate to the record (example, an incident record). Attachments pop-up window
2. Click the paper clip (
) in the upper right.
3. Click Choose File (or Browse, depending on your browser) and navigate to a file. You can upload multiple files in one of the following ways: € Select multiple files at the same time. This feature is not supported by Internet Explorer. € Add each file on a separate line. Click Add Another Attachment, and then click Choose File on the next line. Repeat until all desired files are selected. This feature is available in all supported browsers.
Select files
4. Click Attach. Attached files appear in the Current file attachments list and at the top of the form. A message appears if a file is not attached because it is too large or is a restricted file type (administrators can configure these limits).
Select files on separate lines
Uploading Attachments
50 5. Close the pop-up window to return to the form.
Attached files
Note: Empty attachments (file size of 0 kb) are not supported.
Attaching Files with Drag-and-Drop Drag files from your computer to a form and upload them asynchronously. This functionality is supported in Firefox 3.6 or later and Chrome. Support will be added for other web browsers as they implement the HTML5 specification. To attach files with the drag-and-drop feature: 1. Navigate to the ServiceNow record. 2. On your computer, browse to the files to attach. 3. Select the files on your computer and then drag them over the header bar on the ServiceNow form. 4. When the attachments header appears orange, release the mouse button to begin the upload. When the upload is complete, the file name is added to the attachments header. Upload speed depends on the file size and the speed of your network connection. Drag-and-drop upload
Warning: Do not navigate away from the record while an upload is in progress. The upload must be completed for the file to be attached.
Renaming Attachments To rename a file that is attached to a record: 1. Navigate to the record. 2. Click [rename] beside the file name at the top of the form. 3. Edit the file name and press Enter.
Rename the attachment
Uploading Attachments
51
Note: Press Esc instead of Enter to undo your changes and cancel rename.
Deleting Attachments To delete attachments from a record: 1. Navigate to the record. 2. Click Manage Attachments in the upper left corner of the record or click the paper clip. 3. Select the check boxes next to the attachments to delete. 4. Click Remove. 5. Close the pop-up window to return to the form.
Delete attachments
Using HTML Fields Overview An HTML field allows users to define how field content is rendered by using HTML. Knowledge articles, service catalog item descriptions, release documentation, and HTML content blocks are common examples of HTML fields. For HTML fields, an HTML editor provides two editing modes: € What You See Is What You Get (WYSIWYG) € HTML source Administrators can add HTML fields to any form and also customize the functionality of HTML fields. Note: Styles declared by HTML fields may be overridden by CSS declarations in the themes.css file that styles the entire instance. To determine what attributes are overriding a style, use a web development tool (for example, Firebug for Firefox).
Using HTML Fields
52
HTML Editors There are two HTML editors available: TinyMCE (default) and htmlArea. The glide.ui.html.editor system property specifies the editor used for HTML fields.
TinyMCE HTML Editor The TinyMCE editor is the default for HTML fields. Two versions of the TinyMCE editor are currently available: € Version 4 is available starting with the Eureka Patch 1 release. This version provides a simplified toolbar and an updated table designer tool. € Version 3 is available with the Eureka and previous releases. The version of the TinyMCE editor currently in use depends on the user interface: € The UI14 interface uses version 4. € The UI11 and classic interfaces use version 3.
htmlArea Editor The htmlArea editor is the legacy editor for HTML fields. TinyMCE version 4 editor
TinyMCE version 3 editor
Using an HTML Editor in WYSIWYG Mode htmlArea
In WYSIWYG mode, the HTML field editor provides controls that are similar
to a word processing program. On the bottom bar, it displays the path of HTML tags t hat are applied to the text at the cursor. Clicking a tag in the path highlights the text affected by the tag. Note: Do not paste graphics into the TinyMCE editor. The editor does not support embedded graphics.
The following sections describe the HTML field editing functions in WYSIWYG mode. The Icon column displays icons that are available with the TinyMCE version 3 and htmlArea editors. The TinyMCE v4 Icon column displays icons that are available with the TinyMCE version 4 editor. Names marked with an asterisk (*) are not available with the htmlArea editor.
Using HTML Fields
53
Users can modify the TinyMCE toolbar and add or remove functionality. For more information, see Configuring the TinyMCE HTML Toolbar.
Formatting Icon
TinyMCE v4
Name
Description
Icon New Document*
Clears the contents of the HTML field.
Bold
Applies bold formatting to the selected text or current word. Keyboard shortcut: CTRL + B
Italic
Applies italics formatting to the selected text or current word. Keyboard shortcut: CTRL + I
Underline
Applies underline formatting to the selected text or current word. Keyboard shortcut: CTRL + U
Strikethrough* Align Right
Align Center
Align Left
Justify
Applies strikethrough formatting to the selected text or current word. Applies right alignment to the current paragraph. [1] Code reference : text-align:right Applies center alignment to the current paragraph. [1] Code reference : text-align:center Applies left alignment to the current paragraph. [1] Code reference : text-align:left Applies justified alignment, which stretches the lines to equal width, to the current paragraph. Code reference
Format
[1] : text-align:justify
Applies a paragr ap h style to the cu rrent p ar agraph , su ch as Paragraph, Heading 1, and Preformatted .
Font Family
Applies a font family to the selected text or current word.
Font Size
Applies a font size to the selected text or current word.
Insert/Remove
Applies or removes unordered list tags for the selected paragraphs. Click the arrow
Bulleted List
beside the button to select a different bullet type.
Insert/Remove
Applies or removes ordered list tags for the selected paragraphs. Click the arrow beside
Numbered List
the button to select a different number type.
Decrease Indent
Removes indentation from the current or selected paragraphs (removes 30px of left padding; padding cannot be less than 0). [2] Code reference : padding-left
Increase Indent
Block Quote*
Applies indentation to the current or selected paragraphs (adds 30px of left padding). [2] Code reference : padding-left Applies the
tag, which defines a long quotation, to the current or selected paragraphs. Browsers usually indent these elements. [3] Code reference :
Select Text Color
Applies font color to the current word or selected text. Click the button to use the current color, or click the arrow next to the button to view more colors. Click More Colors... to view various color options and the hexadecimal codes.
Select Background
Applies background color to the current word or selected text. Click the button to use the
Color
current color, or click the arrow next to the button to view more colors. Click More Colors... to view various color options and the hexadecimal codes.
Using HTML Fields
54
Clear Formatting* Subscript*
Removes the inline styles and formatting from the selected text. Applies subscript text, which appears half a character below the baseline, to the current word or selected text. [4] Code reference :
Superscript*
Applies superscript text, which appears half a character above the baseline, to the current word or selected text. [4] Code reference :
*These options are not available with htmlArea.
Table Functions The TinyMCE version 4 editor uses menus and menu selections to create and edit tables. The TinyMCE version 3 editor and the htmlArea editor use icons to create and edit tables.
TinyMCE Version 4 Editor Click the table icon (
) to access the TinyMCE version 4
table menu. Use the table menu to: €
Insert or delete a table
€
Modify table properties
€
Add, move, or delete rows and columns
€
Modify row and column properties
€
Split and merge cells
Table menu
To insert a table in the HTML field, click Insert table and highlight squares in the grid to represent the desired number of rows and columns. Click the last highlighted square to insert the table. After you insert the table, you can modify the size by clicking and dragging the handles at the table edges.
Insert table
Using HTML Fields
55
Click Table properties to open the Table properties dialog box. From this box you can: €
Set table width and height
€
Set cell spacing and padding
€
Enable borders and captions
€
Set the table alignment
Table properties
With the cursor in the desired table cell, click Cell properties to open the Cell properties dialog box. From this box you can set the following for table cells: €
Width and height
€
Typ e and scop e
€
Horizontal and vertical alignment
Table cell properties
With the cursor in a table cell in the desired row, click Row properties to open the Row properties dialog box. From this box you can set the following for rows:
Table row properties
€
Row type
€
Alignment
€
Height
Using HTML Fields
56
TinyMCE Version 3 and htmlArea Editors Icon
Name
Description
Insert/Edit Table
Inserts a table and defines properties for the current table, including columns, rows, width, layout, and spacing. To learn more, see the table styles example. [5] Code reference : table
Table Row
Defines properties for the current row, odd rows, even rows, or all rows in the table. To learn more, see the table
Properties*
styles example. Code reference
Table Cell
[6]
: tr
Defines properties for the current cell, cells in the current row, cells in the current column, or all cells in the table.
Properties*
To learn more, see the table styles example. [7] Code reference : td
Insert Row Before*
Adds a row above the current row in a table.
Insert Row After*
Adds a row below the current row in a table.
Delete Row*
Deletes the current row in a table.
Insert Column
Adds a column to the left of the current column in a table.
Before* Insert Column After*
Adds a column to the right of the current column in a table.
Delete Column*
Deletes the current column in a table.
Split Merged Table
Splits any merged cells in the selected table cells.
Cells* Merge Table Cells*
Merges the selected cells in a table. [8] Code reference : colspan [9] Code reference : rowspan
*These options are not available with htmlArea.
Editing Icon
TinyMCE v4
Name
Description
Icon Cu t*
Cuts the selected tex t. Not su ppo rted in all br owsers; use keyb oard sho rtcut. Keyboard shortcut: CTRL + X
Copy*
Copies the selected text. Not supported in all browsers; use keyboard shortcut. Keyboard shortcut: CTRL + C
Paste*
Pastes the selected text. Not supported in all browsers; use keyboard shortcut. Keyboard shortcut: CTRL + V
Paste as Plain
Enables paste as plain text (without source formatting) for the subsequent paste operation.
Text* Paste from Word*
Opens a new window that allows you to copy and paste content from Microsoft Word into the HTML field.
Find*
Allows you to locate text strings in the HTML field. Search above (up) or below (down) the cursor location.
Find/Replace*
Allows you to replace the next (Replace) or all (Replace All) occurrences of a text string in the HTML field.
Using HTML Fields
57
Undo*
Reverts the previous edit.
Redo*
Reapplies the last reverted edit.
*These options are not available with htmlArea.
Extended Functions TinyMCE v4 Icon
Name
Description
Icon
Insert/Edit Link
Configures a link for the selected text. Define the link URL, title (additional information that appears in the tool tip), and the target (same window or new window or tab). [10] Code reference :