ServiceNow CSA cheat sheet

The Application Navigator lists applications and modules and includes a filter that searches navigation item names.

Breadcrumbs show the path from the current record or module to its parent list or application.

The condition builder creates list filters from fields, operators, and values and supports AND/OR grouping.

Global search searches across configured tables and can be scoped by application or table.

The record History tab lists field changes with old and new values; the activity stream shows comments and work notes.

Favorites and History in the navigator are per-user shortcuts to modules and records.

The user menu provides profile, preferences, logout, and impersonation when permitted.

UI16 is the current default interface structure with an application navigator, header, and content frame; UI15 is the legacy interface.

System Properties are stored in sys_properties and control instance-wide behavior such as UI, email, and security settings.

System > Basic > Company stores organization name, logo, and contact data used in the UI and notifications.

Plugins extend platform functionality and are activated through application or plugin management.

Update sets capture configuration changes for promotion between instances and do not include transactional data by default.

Domain separation allows one instance to host multiple tenants with separate data, processes, and UI.

UI policies and data policies can make fields mandatory or read-only; UI policies run client-side, data policies run server-side.

Personalize controls user-level display settings such as list columns and form layout.

Scheduled jobs run scripts or flows at defined times and are managed from the scheduled jobs interface.

The sys_user table stores user records; sys_user_group stores groups; sys_user_role stores roles.

Users receive permissions from roles assigned directly to them and from roles assigned to groups they belong to.

A role can contain other roles through the Contains Roles related list; inheritance is transitive.

An inactive user cannot log in to the instance.

User criteria determine access to catalog items, knowledge bases, and portal content using users, groups, roles, companies, or locations.

Groups can be assigned roles, and all active members inherit those roles.

Assignment rules can automatically set the Assigned to field on new records based on conditions.

LDAP integration imports and updates user records from a directory; SSO handles authentication.

Tables are defined by sys_db_object; fields are defined by sys_dictionary.

Import sets load data into staging tables; transform maps map staging fields to target table fields.

Coalesce fields in a transform map match existing target records so imports update instead of insert.

Reference fields store a sys_id and display a value from the referenced table.

Choice fields use sys_choice records; dependent choices filter options based on another field's value.

Data policies enforce mandatory, read-only, and other rules on the server; UI policies run on the client.

Update sets capture configuration records, not business data such as incidents or users.

A one-to-many relationship uses a reference field on the many side pointing to the one side.

Catalog items are stored in sc_cat_item and can include variables, pricing, approvals, and fulfillment tasks.

Record producers create records in a specified table and can use variables and a fulfillment process.

Flow Designer flows contain a trigger, actions, and logic such as conditions and approvals.

Workflows are legacy automation that can run on catalog items and other tables; Flow Designer is the newer automation tool.

Service Portal pages are built from widgets; catalog and knowledge content can be exposed in the portal.

SLA definitions apply to task tables and use schedules to determine when an SLA breaches.

Approval records in sysapproval_approver track approver state and decisions for a record.

Scheduled jobs can run scripts or flows on a recurring schedule.

Work notes are internal and visible to users with record access; additional comments are customer-visible.

The activity stream displays work notes, additional comments, and system events in chronological order.

Notifications can be triggered by events and sent by email; users can subscribe to records to receive updates.

The Connect feature provides social posts, groups, and comments for collaboration inside ServiceNow.

Tags and tag groups allow users to classify records for search and filtering.

The Additional comments field is included in outbound email notifications to the requester.

Mentions use @username in work notes or comments and generate notifications to the mentioned user.

ACLs are stored in sys_security_acl and control record and field operations.

ACL evaluation can require roles, conditions, and scripts; access is granted or denied per operation.

Roles are the primary permission objects referenced by ACLs.

SSO authenticates users through an identity provider using SAML or OIDC.

Multi-factor authentication adds a second verification step for local or SSO logins depending on configuration.

IP access control restricts access by IP address ranges.

Password policies define local password length, complexity, expiration, and reuse rules.

Domain separation separates data and processes by domain and requires configuration.

Table extension creates a child table that inherits parent fields; the child can add fields and logic.

sys_dictionary stores field definitions and attributes; sys_db_object stores table definitions.

Indexes improve query performance on fields used in filters and joins.

Archive and purge rules move older records to archive tables and can delete them from the source.

Table rotation partitions a large table by time period into rotated tables.

Database views join multiple tables into a read-only virtual table for reporting and queries.

Reference fields create relationships between tables and can use reference qualifiers to filter selectable records.

Deletion of a parent record can cascade to child records based on reference field delete rules.

Reports use a report source such as a table, database view, or indicator.

Report types include list, bar, pie, line, pivot, gauge, and calendar.

Scheduled reports run on a schedule and can be emailed or exported.

Dashboards contain widgets that display reports, gauges, and performance analytics.

Performance Analytics uses indicators, breakdowns, and scores to track trends over time.

Indicator sources collect data; indicators define the metric; breakdowns slice the data.

Report sharing controls which users or groups can view a report; table ACLs also affect data visibility.

Group by settings determine how report data is aggregated into categories.