Level Up Your ServiceNow Game: A Beginner’s Guide to Building Custom Applications (No Code Required!)

ServiceNow, often associated with IT service management, is a powerful platform capable of much more. Did you know you can build custom applications on ServiceNow without writing a single line of code? This guide will walk you through the basics, arm you with practical examples, and empower you to start building your own custom solutions, regardless of your coding experience.

What are Custom Applications in ServiceNow?

A custom application in ServiceNow is a container for tables, forms, workflows, business rules, and other elements that work together to solve a specific business need outside of standard ITSM processes. Think of it as creating a mini-program within ServiceNow tailored to your organization’s unique requirements.

Why build a custom application?

• Solve unique problems: Address specific business challenges that standard modules don’t cover.
• Streamline workflows: Automate repetitive tasks and processes to improve efficiency.
• Enhance user experience: Create intuitive interfaces for specific user groups.
• Centralize data: Consolidate information from various sources into a single, accessible location.
• Reduce development costs: No-code/low-code development drastically cuts down on traditional development time and expense.

Getting Started: The Basics

Before we dive into building, let’s familiarize ourselves with the key components:

• Application Navigator: This is your command center in ServiceNow. Use it to access various modules, including the Application Navigator itself (ironic, right?).
• Studio: This is the no-code/low-code integrated development environment (IDE) within ServiceNow. It’s where you’ll visually design and configure your application.
• Tables: Tables are like database tables. They store the data for your application. Each table consists of rows (records) and columns (fields).
• Forms: Forms are the user interface for interacting with data in your tables. They allow users to view, create, and edit records.
• Workflows: Workflows automate tasks and processes within your application. They define the sequence of steps that are executed when certain events occur.
• Business Rules: Business rules are server-side scripts that run when records are displayed, inserted, updated, or deleted. They are key to controlling data behavior and enforcing business logic.
• Client Scripts: Client scripts are scripts that run in the user’s browser. They can be used to manipulate the user interface, validate data, and perform other client-side tasks.
• UI Policies: UI Policies are similar to client scripts but use a declarative, no-code approach to control the behavior and appearance of forms.
• Roles: Roles define the level of access users have to your application.

Building Your First Custom Application: A Help Desk Lite

Let’s build a simplified Help Desk application to illustrate the process. This application will allow users to submit help requests, and assigned agents can track and resolve them.

Step 1: Create a New Application

1. In the Application Navigator, search for “Studio”.
2. Click on “Studio”.
3. Click the “Create Application” button.
4. Enter a name for your application (e.g., “Help Desk Lite”).
5. Enter a scope (e.g., “x_yourcompany_help_desk”). The scope is a unique identifier for your application. Replace “yourcompany” with your company name.
6. Click “Create”.

Step 2: Create the “Help Request” Table

1. In Studio, under your newly created application, right-click on “Data Model” and select “Create Table”.
2. Enter a name for the table (e.g., “Help Request”).
3. Check the box “Create application access controls”.
4. Click “Submit”.

Step 3: Add Fields to the “Help Request” Table

Add the following fields to the “Help Request” table:

• Short Description (String, 60): A brief description of the issue.
• Description (String, MAX): A detailed explanation of the problem.
• Category (Choice): A dropdown list of categories (e.g., Hardware, Software, Network). Add the choices in the “Choices” related list.
• Assigned To (Reference, sys_user): A reference field that links to the User table (sys_user), allowing you to assign the request to a specific user.
• State (Choice): A dropdown list representing the status of the request (e.g., New, In Progress, Resolved, Closed). Add the choices in the “Choices” related list. Give each choice a numeric value to define the processing order.
• Priority (Choice): A dropdown list representing the priority of the request (e.g., High, Medium, Low). Add the choices in the “Choices” related list.

Step 4: Customize the Form

1. In Studio, locate the “Help Request” table you created.
2. Double-click on the table to open its definition.
3. In the related links, click on “Configure” then “Form Layout”.
4. Drag and drop the fields you created from the “Available” list to the desired location on the form. Consider grouping related fields together.
5. Click “Save”.

Step 5: Create a Workflow (Optional, but Highly Recommended)

1. In the Application Navigator, search for “Workflow Editor”.
2. Click on “Workflow Editor”.
3. Click “New Workflow”.
4. Table: Select “Help Request”.
5. Name: Enter “Help Request Workflow”.
6. Run if: Select “Record is Inserted or Updated”.
7. Click “Submit”.
8. Drag and drop activities (e.g., “Set Values”, “Approval - User”, “Task”) onto the canvas to define the workflow. For example:
   • Set Values: Automatically set the “State” field to “New” when a new request is created.
   • Approval - User: Route the request to a manager for approval before assigning it.
   • Task: Create a task for the assigned agent to resolve the issue.
9. Connect the activities to create the workflow flow.
10. Click “Validate” to check for errors.
11. Click “Publish”.

Step 6: Create a Module to Access the Application

1. In Studio, right-click on “Navigation” and select “Create Module”.
2. Title: Enter “Create Help Request”.
3. Application Menu: Select your application (“Help Desk Lite”).
4. Content page: Select “New Record”.
5. Table: Select “Help Request”.
6. Click “Submit”.
7. Repeat steps to create another module named “All Help Requests” that shows a list of all Help Request records. Select Content page: List of records.

Step 7: Test Your Application

1. In the Application Navigator, find your “Help Desk Lite” application.
2. Click on the “Create Help Request” module.
3. Fill out the form and submit a new help request.
4. Verify that the workflow (if you created one) is triggered and the state is updated accordingly.
5. Click on the “All Help Requests” module and verify that your new help request is listed.

Practical Examples and Advanced Tips

• UI Policies: Use UI Policies to make certain fields required based on the value of another field (e.g., make the “Resolution Notes” field required when the “State” is set to “Resolved”). You’ll find this under “Client Development” in Studio after selecting the Help Request table.
• Client Scripts: Use client scripts to perform more complex client-side validations or manipulations. For example, prevent users from submitting the form if the description is too short. You’ll find this under “Client Development” in Studio after selecting the Help Request table.
• Email Notifications: Configure email notifications to automatically alert users when a help request is assigned to them, updated, or resolved. You can configure this under System Notifications -> Email -> Notifications.
• Reporting: Create reports to track key metrics such as the number of open help requests, average resolution time, and customer satisfaction. You can create reports under Reports -> Create New.
• Script Includes: These are reusable server-side scripts. While this article focuses on no-code, you may find the need for a developer to create script includes which you can then leverage in your business rules or workflows using a no-code configuration.

Best Practices

• Start Small: Begin with a simple application and gradually add complexity as you gain experience.
• Plan Your Data Model: Carefully consider the tables and fields you need to store the data for your application.
• Use Consistent Naming Conventions: This will make your application easier to understand and maintain.
• Test Thoroughly: Test your application extensively to identify and fix any issues before deploying it to production.
• Security First: Always consider security implications when designing your application.
• Use Comments: Document your business rules, client scripts, and workflows using comments to explain their functionality. This will make it easier for others (and your future self) to understand and maintain the application.

Conclusion

Building custom applications in ServiceNow without code opens up a world of possibilities. By understanding the basic components, following the steps outlined in this guide, and adhering to best practices, you can create powerful solutions to address your organization’s unique needs. So, start experimenting, embrace the no-code revolution, and level up your ServiceNow game today! Remember:

• Custom applications extend ServiceNow’s functionality beyond standard ITSM.
• Studio provides a visual, no-code/low-code environment for building applications.
• Tables store data, forms provide a user interface, and workflows automate processes.
• UI Policies and Client Scripts add dynamic behavior to your application.
• Testing and security are crucial for a successful deployment.