Business Rule in ServiceNow with examples
Best practices of business rules are :-
a. We should know when to use business rule.
b. Use condition in business rule.
c. Avoid using global business rule instead use script include.
d. Don't use update method using current object otherwise it will execute recursively.
e. Write condition statements in the condition field not in the script because unnecessary scripts will be executed.
f. Use Async business rule for performing large operation which takes large amount of time.
Doc Ref: https://developer.servicenow.com/dev....
What was missing ?
Answer: In the use case 1 business rule add this !gs.nil(current.caller_id) in the condition field of the advance tab to ensure that to executes only after saving the record but not when i opened the form to create new record.
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In this video I have covered about the business rule with practical example and based on the It's types I have taken these below use cases:
Business Rule use cases:
1. Display business rule
Once i'll open the incident form then I should see the number of incident records created by the same caller and also show the link to open the list.
2. Before business rule
Based on category I want to populate the assignment group once the category changes in new state and also want to log into the work notes.
3. After business rule
Once all the catalog tasks will be closed I want to close the RITM too.
What is the difference between After and Async business rule ?
Answer: Both executes after database operation however after business rule executes immediately and async business rule get scheduled in the queue and once it will get the chance then only executes.
4. Async business rule
When the RITM will be closed complete then i want to send the notification to the sc_tasks assignment group manager by saying that your team has closed the RITM successfully.
5. Query business rule
show only active tasks to itil users
Best answer in community for Query BR: https://www.servicenow.com/community/...
BONUS KNOWLEDGE SHARING
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In ServiceNow, a watchlist is a list of people who are watching an incident.
A work notes list is a list of people who are working on an incident.
Here are some differences between a watchlist and a work notes list:
PURPOSE
A watchlist is for people who want to know about updates or progress on a task. A work notes list
is for internal communication, and is usually not included the requestor.
NOTIFICATIONS
People on a watchlist receive notifications about additional comments and task resolution.
People on a work notes list receive updates about work notes.
WATCHLIST USERS
Agents can add people to an internal or external watchlist. External watchlists only include
items in the "Additional Comments" field, while internal watchlists include "Additional Comments"
and "Work Notes".
WORK NOTES
Work notes are an important part of the state flow process and are used to communicate information about state transitions.