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COMMON ASKED SERVICENOW DEVELOPER INTERVIEW

QUESTIONS AND ANSWERS

1. An end user raises an incident, but it is assigned to the

wrong group. How to troubleshoot and resolve this issue in
ServiceNow?

• Solution:
1. Check the Assignment Rules in the Incident table to
ensure they are correctly configured.
2. Verify the Assignment Group field on the incident
form to see if it was manually set or auto-populated.
3. Review the Business Rules or Workflow that might
be updating the Assignment Group.
4. Use the Debug Business Rules feature to trace the
logic.
5. If needed, update the Assignment Rules or Business
Rules to ensure proper group assignment.

2. Explain how Assignment Rules or Business Rules can help

automate proper assignment in Incident Management.

• Solution:
o Assignment Rules:
▪ Define conditions (e.g., category, priority) to
automatically assign incidents to the correct
group.
▪ Example: Assign all "Network" category

incidents to the "Network Support" group.

o Business Rules:
▪ Use server-side scripts to automate assignments
based on complex logic.
▪ Example: If the incident priority is "High," assign

it to the "Critical Issues" group.

o Best Practice: Use Assignment Rules for simple logic
and Business Rules for advanced scenarios.

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3. Explain the lifecycle of a Change Request in ITSM, and

highlight how you would implement approval workflows.

• Solution:
o Lifecycle:
1. Request: A user submits a Change Request.
2. Review: The request is reviewed for feasibility
and risk.
3. Approval: Approved by stakeholders (e.g., CAB).
4. Implementation: The change is executed.
5. Validation: The change is tested and verified.
6. Closure: The request is closed.
o Approval Workflow:
▪ Use the Workflow Editor to create a flow with
approval tasks.
▪ Example: Add an "Approval - CAB" task with
conditions based on risk level.

4. What is the difference between Client Scripts and

Business Rules? Provide an example use case for each.

• Solution:
o Client Scripts:
▪ Run in the user’s browser (client-side).
▪ Example: Validate a field on a form before

submission.
o Business Rules:
▪ Run on the server-side when a record is
inserted, updated, or queried.
▪ Example: Automatically update the "Priority"
field based on the "Impact" and "Urgency"
fields.

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5. How to debug a Client Script that isn’t working as

expected?

• Solution:
1. Open the Script Debugger in the browser console.
2. Add console.log() statements to trace the script
execution.
3. Check for errors in the console.
4. Verify the script’s conditions and ensure it’s triggered
on the correct event (e.g., onChange, onSubmit).

6. Write a Client Script to auto-populate the 'Caller' field in

an Incident form based on the logged-in user.

• Solution:

function onChange(control, oldValue, newValue, isLoading) {

if (isLoading) {
var callerField = g_form.getReference('caller_id');
var currentUser = g_user.userID;
g_form.setValue('caller_id', currentUser);
}
}
• Trigger: OnLoad

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7. Modify this script to fetch the user’s department and

display it in another field.

• Solution:

function onChange(control, oldValue, newValue, isLoading) {

if (isLoading) {
var currentUser = g_user.userID;
var userGR = new GlideRecord('sys_user');
if (userGR.get(currentUser)) {
g_form.setValue('caller_id', currentUser);
g_form.setValue('department', userGR.department);
}
}
}
• Trigger: OnLoad

8. How can you ensure that a catalog item follows an

approval workflow before fulfillment? Walk me through
the process.

• Solution:
1. Open the Catalog Item in ServiceNow.
2. Go to the Workflow tab and select an approval
workflow (e.g., "Catalog Item Approval").
3. Configure the workflow to include approval tasks
(e.g., Manager Approval).
4. Test the workflow by submitting the catalog item.

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9. Create a Catalog Item named 'Laptop Request' with the

following fields:

• Solution:
1. Open Service Catalog > Catalog Items > Create
New.
2. Add fields:
▪ Name of the Requestor (Default: Logged-in
User)
▪ Type of Laptop (Dropdown: Standard, High

Performance)
▪ Justification (Text Area)

3. Attach an approval workflow:

▪ Add an "Approval - User Criteria" task to send
an email to the manager.

10. What are the key components of SLA in ServiceNow?

How to configure an SLA for resolving incidents within 4
hours?

• Solution:
o Components:
1. SLA Definition: Conditions for when the SLA
applies.
2. Schedule: Business hours for SLA calculation.
3. Breach Time: Time limit for resolution.
o Configuration:
1. Go to SLAs > Create New.
2. Set conditions (e.g., Priority = High).
3. Set breach time to 4 hours.

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11. Configure an SLA that applies to incidents with a

priority of 'High' and sends an escalation email if the SLA
breaches.

• Solution:
1. Create an SLA Definition with conditions: Priority =
High.
2. Set breach time (e.g., 2 hours).
3. Add a notification in the workflow to send an email
on SLA breach.

12. A notification email is not triggering when a record is

updated. How to troubleshoot and resolve this issue?

• Solution:
1. Check the Notification record to ensure it’s active
and conditions are met.
2. Verify the Email Script for errors.
3. Use the System Logs to trace the notification
execution.

13. Set up an email notification for incidents that are

resolved. Ensure the email includes the incident number
and resolution notes.

• Solution:
1. Go to System Notification > Email > Create New.
2. Set conditions: State = Resolved.
3. Add email content:
▪ Incident Number: ${incident.number}
▪ Resolution Notes: ${incident.close_notes}

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Scenario-Based Questions:

1. Leave Request Form:

• Client Script (onChange):

function onChange(control, oldValue, newValue, isLoading) {

if (newValue === 'Sick Leave') {
g_form.setMandatory('start_date', true);
g_form.setVisible('start_date', true);
} else {
g_form.setMandatory('start_date', false);
g_form.setVisible('start_date', false);
}
}
• Validation:

function onSubmit() {
var leaveType = g_form.getValue('leave_type');
var startDate = g_form.getValue('start_date');
if (leaveType === 'Sick Leave' && !startDate) {
alert('Start Date is mandatory for Sick Leave.');
return false;
}
return true;
}

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2. HRSD Service Request Form:

• Client Script (onChange):

function onChange(control, oldValue, newValue, isLoading) {

var userGR = new GlideRecord('sys_user');
userGR.addQuery('job_title', newValue);
userGR.query();
if (userGR.next()) {
g_form.setValue('employee_id', userGR.sys_id);
} else {
alert('No Employee ID found for the selected Job Title.');
}
}

3. ITSM Form Validation:

• Client Script (onSubmit):

•
function onSubmit() {
var email = g_form.getValue('email');
if (!isValidEmail(email)) {
alert('Invalid email address. Please enter a valid email.');
return false;
}
return true;
}

function isValidEmail(email) {
var regex = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
return regex.test(email);
}

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