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Task 2 Solution

The document outlines the steps to create a new user group called Strawberry Support in ServiceNow, add members to it, and modify the Incident form to include a new Manager field. It details the navigation and actions required to set up the group and manage user roles and information. The final verification step ensures that the group members are correctly listed in the Strawberry Support group record.

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hariharan91002
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6 views

Task 2 Solution

The document outlines the steps to create a new user group called Strawberry Support in ServiceNow, add members to it, and modify the Incident form to include a new Manager field. It details the navigation and actions required to set up the group and manage user roles and information. The final verification step ensures that the group members are correctly listed in the Strawberry Support group record.

Uploaded by

hariharan91002
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Capstone Project: Task 2 Solution

User Administration
Instructions: Create a new user group, add group members, and modify the Incident form so that it shows a
new field.

Note: Refer to Module 3: Configure Applications for Business

A. Manage Users, Groups, and Roles


Create a new user group called Strawberry Support and add members to it.

1. Navigate to All > User Administration > Groups.

2. Open the Service Desk record.

3. Select the Groups tab.

4. Select New to add a new group to Service Desk.

5. Populate the record as follows:


• Name: Strawberry Support
• Manager: Fred Luddy

6. Select the Additional Options Menu, then select Save.

Note: You may see a number of blue messages appear on the form as you work through these
task steps. It is ok to close them.

7. Select the Roles tab, verify the itil role is present.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
8. Select the Group Members tab, then select Edit.

9. Add the following users to the Strawberry Support group:


• Beth Anglin
• Bud Richman
• David Loo
• Waldo Edberg
10. Select Save.

11. Select the Group Members tab, then select New.

12. Populate the form as follows:


• User ID: kara.prince
• First name: Kara
• Last name: Prince
• Email: [email protected]

Note: Creating a user from the group record will automatically add them to the group.

13. Save the record, do not Submit.

Note: You may not see the group members update – refer to the blue info message at the top of
the form, “Job to add or remove role(s) from user(s) of group has been queued”.

B. Set Manager Values


1. From the User record, open the Additional Options Menu, then select Configure > Form Layout.
2. Add the Manager field to the Selected column. Move it beneath the Department field.

3. Select Save.

4. From the User record, select Fred Luddy as Kara’s manager.

5. Select Update.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
TASK VERIFICATION
1. Use any method to return to the Strawberry Support group record. The list of the
Strawberry Support group members should look like this:

Note: The list of Strawberry Support group members may be in a different order than shown.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved

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