Servicenow 简明教程

ServiceNow - Administration

ServiceNow 管理涉及对组织的 ServiceNow 平台进行一般支持、管理和维护。

ServiceNow administration deals with general support, administration and maintenance of the ServiceNow platform for the organisation.

它还包括自定义用户界面、保持版本最新、配置应用程序和模块、管理安全和用户访问、监视系统性能并定期执行运行状况检查、管理工作流、UI 政策、UI 操作等。

It also includes customising user interface, keeping versions up to date, configuration of applications and modules, managing security and user access, monitoring the system performance and doing regular health checks, managing workflows, UI policies, UI actions, etc.

ServiceNow 管理员还负责设置 ServiceNow、将初始数据加载到 ServiceNow、设置组、角色、用户、SLA 等。

ServiceNow administrators are also responsible for setting up the ServiceNow, loading ServiceNow with the initial data, setting up groups, roles, users, SLAs, etc.

ServiceNow Configuration

初始配置 ServiceNow 的最佳方法是使用“ITSM 引导式设置”应用程序。通常，只有系统管理员才能访问 ITSM 引导式设置应用程序。

The best way for the initial configuration of the ServiceNow is to use the “ITSM guided setup” application. Generally, only system administrators have access to ITSM guided setup application.

ITSM 引导式设置提供了一系列任务，可帮助您从头开始在 ServiceNow 实例上配置 IT 服务管理 (ITSM) 应用程序，包括公司名称、徽标、配色、字体、横幅、表单布局、要在表单、列表中显示的字段等。

ITSM guided setup provides a sequence of tasks that help you configure IT Service Management (ITSM) applications on your ServiceNow instance from scratch including company name, logo, colour combinations, fonts, banner, form layout, fields to be displayed in forms, lists, etc.

此外，ITSM 引导式设置还协助配置主要应用程序，如事件、变更、问题等。要打开 ITSM 引导式设置，请在导航栏中搜索 ITSM 并打开第一个搜索结果“ITSM 引导式设置”，然后单击开始按钮，如下所示。

Moreover, the ITSM guided setup also assists in configuring the major applications like Incident, Change, Problem, etc. To open ITSM guided setup, search ITSM in the navigation bar and open the first search result “ITSM guided setup” and click on the Get started button, as shown below.

整个设置分为公司、连接性、基础数据、CMDB 等类别。我们必须使用交互式引导菜单逐个配置每个类别。每个类别的完成进度都显示在内容框架旁边，并且总体完成状态也显示在内容框架的顶部。

The entire setup is organised into categories like Company, Connectivity, Foundational data, CMDB, etc. We have to configure each category one by one using an interactive and guided menu. The completion progress for each category is displayed, beside the content frame and also, the overall completion status is displayed at the top of content frame.

我们可以按照任何顺序配置类别，也可以跳过任何特定类别的配置。从头开始配置 ServiceNow 的任务非常庞大，因此，我们可以将配置每个类别的任务分配给各个管理员用户。

We can configure the category in any order and we can skip the configuration of any specific category as well. The task for the configuration of the ServiceNow from scratch is very big and, therefore, we can assign the task to configure each category to the individual admin user.

引导式设置中的步骤非常详细且不言自明。您可以使用引导式设置并尝试配置各种类别。每个类别中都有可供参考的说明和帮助。

The steps in guided setup are very detailed and self-explanatory. You can play around with the guided setup and try to configure the various categories. There are instructions and help available in every category for the reference.

Import sets

导入集用于从 Excel、JDBC 等外部来源将数据导入 ServiceNow。数据导入 ServiceNow，然后映射到相关的 ServiceNow 表中。数据可以手动导入一次，或者我们也可以计划定期导入以自动进行。让我们用示例帮助逐一讨论两个导入过程。

The import sets are used to import the data in ServiceNow from external sources like excel, JDBC, etc. The data is imported in the ServiceNow and then, mapped in the relevant ServiceNow tables. The data can be imported manually one time, or we can schedule the periodic import to happen automatically. Let’s discuss, both the imports one by one with the help of an example.

Manual Import

可以使用“系统导入集”应用程序的“加载数据”模块手动导入数据。我们举个例子，我们必须在 ServiceNow 中导入 5 个组。在 ServiceNow 中存储组的表是 sys_user_group。要浏览此表中的数据，只需在导航栏中键入“sys_user_group.list”即可。

The data can be imported manually using the “Load data” module of “System import set” application. Let’s take an example, we have to import 5 groups in ServiceNow. The table, which stores the group in the ServiceNow is sys_user_group. To browse the data in this table, simply type “sys_user_group.list” in the navigation bar.

假设我们在 Excel 中有 5 个组的数据，我们想要将其上传到 ServiceNow 中。

Suppose, we have data of five groups in the excel, which we want to upload in the ServiceNow.

Name

Description

Active

Oracle DBA

ITSM group for Oracle DBAs

True

Middleware

ITSM group for Middleware Team

True

File Transfer

ITSM group for File Transfer Team

True

ITSM group for MQ Team

True

Performance testing

ITSM group for performance testing team

True

为“系统导入集”应用程序打开“加载数据”模块。在导入集表中，单击“创建表”，因为我们没有用于导入用户组的任何现有导入表。导入表基本上是中间表或暂存表。

Open the “Load data” module for “System import set” application. In the import set table, click on the “Create table”, as we do not have any existing import table for importing user groups. The import tables are basically the intermediate tables or the staging table.

在导入文件时，数据首先加载到此表中，然后我们可以将数据从此导入表加载到 ServiceNow 中的实际目标表（在本例中为 sys_user_group）。

As we import the file, the data is first loaded in this table and then, we can load the data from this import table to the actual target table in the ServiceNow (sys_user_group in this case).

然后，在“标签”字段中输入新表名称。在此处要注意的一点是，所有由用户创建的表名称中都有前缀“u_”，所有 ServiceNow 系统表名称中都有前缀“sys_”。

Then, give the name of the new table in the Label field. The important point to note here, is all the tables, which are created by the user, have the prefix of “u_” in the name and all the system tables of ServiceNow have prefix “sys_” in the name.

从资源管理器中选择文件。此外，还可以指定工作表编号（与 Excel 中的选项卡对应）和标题行（Excel 中的列名）。在本例中，这两个值均为“1”。最后，单击提交。

Select the file from the explorer. Additionally, you can give the sheet number, which corresponds to the tab in the excel and header row (column name) in the excel. Both of them are “1” in our case. Finally, click on submit.

流程完成后，将看到上述屏幕（状态为已完成）以及需要执行的后续步骤。首先，让我们转到“后续步骤”下的导入集。

Once the process is complete, you will see the above screen with state as complete and the next steps which have to be followed. First, let us go to the Import Sets under Next steps.

可以看到导入集已创建，状态为“已加载”，这意味着 Excel 文件中的数据已加载到中间表“u_user_group_import”中。可以通过在导航栏中搜索 u_user_group_import.list 来查看此中间表中的数据。

You can see that the import set has been created with the state as “Loaded”, which means that the data in our excel file, has been loaded in our intermediate table “u_user_group_import”. You can check the data in this intermediate table, by searching u_user_group_import.list in the navigation bar.

现在，让我们继续操作，为此导入的数据创建转换映射。在转换映射中，我们主要创建中间表和目标表（sys_user_group 系统表）之间的映射，即中间表的哪一列对应于目标表的哪一列，以便可以相应地将数据加载到目标表。

Now let’s move ahead and create a transform map for this imported data. In the transform map, basically, we create the mapping between intermediate table and target table (sys_user_group system table), that means which column of intermediate table corresponds to which column of target table, so that data can be loaded in target table accordingly.

转到“系统导入集”应用程序下的“创建转换映射”模块，为转换映射指定任意名称。选择源表（在本例中为 u_user_group_import），以及目标表（为 sys_user_goup）。由于我们必须保持此转换映射处于活动状态，请选中“活动”框并选中“运行业务规则”。业务规则是一组规则，在对表进行任何插入或更新操作时运行。

Go to the “Create transform map” module under the “System import set” application and give any name for the transform map. Select the source table, which is u_user_group_import in our case and the target table, which is sys_user_goup. Since, we have to keep this transform map active, check the active box and check “Run business rule” as well. The business rules are a set of rules, which runs when any insert or update is made on the table.

例如，如果用户未在某个字段中输入任何数据，则会自动设置默认值。如果要在将数据插入目标表之前对其进行处理，甚至可以提供自己的脚本，为此请选中“运行脚本”框。

For example, if a user does not enter any data in a field, the default values are set automatically. You can even give your own script, if you want to process the data before inserting it to target table, for this check the Run script box.

现在，我们已经创建了转换映射，我们可以将源表映射到目标表，或者允许 ServiceNow 自动为我们执行映射。转到“系统导入集 → 管理 → 转换映射”下的“转换映射”模块。

Now, that we have created a transform map, either we can map the column of source table to target table, or allow ServiceNow to do the auto mapping for us. Go to “Transform maps” module under System import sets → Administrations → Transform maps.

选择刚刚创建的转换映射，并查看“相关链接”部分。有两个选项：自动映射和映射助手。单击“自动映射匹配字段”，你将发现“字段映射”选项卡中已完成所有自动映射。

Select the transform map, which we have just created and check for the section “Related links”. There are two options, auto mapping and mapping assist. Click on Auto map matching fields and you will find all the mapping done automatically in the Field map tab.

你还可以通过单击“映射助手”尝试手动执行映射。

You can also try to do the mapping manually, by clicking on Mapping assist.

让我们运行此转换映射，将数据加载到目标表中。这是我们的最后一步。转到“系统导入集”中的“运行转换”模块。选择我们刚刚创建的转换映射，然后单击“转换”。

Let us run this transform map to load the data in our target table. This is our final step. Go to “Run transform” module inside “System import set”. Select the transform map, we have just created and click Transform.

将看到如下屏幕。

We will get the below screen showing the .

现在，我们将转到 sys_user_group 表并检查是否已成功导入组。

Now, we will go to sys_user_group table and check that our groups are imported successfully.

由于我们第一次导入用户组，因此我们需要创建导入表、转换映射等。由于我们已有导入表和转换映射，因此后续所有用户组导入工作量都会减少。

Since, we were importing the user groups for the first time, we were required to create an import table, transform map, etc. These efforts will be reduced in all the subsequent imports of the user groups, as we already have an import table and transform map.

Scheduled Data Import

如果我们的 ServiceNow 从某个外部系统接收数据，则计划数据导入非常有用。ServiceNow 可通过 FTP、HTTP、SCP 等方式连接到其他系统。我们还可以在 ServiceNow 中定期上载文件，以便计划的导入流程拾取。

Scheduled data import is very useful if, our ServiceNow is receiving data from some external system. ServiceNow can be connected to other systems via FTP, HTTP, SCP, etc. We can also upload the file periodically in ServiceNow, so that, it can be picked up by the scheduled import process.

让我们举个例子，其中我们有一个基于 UNIX 的外部系统，该系统将每天生成一个文件（在固定路径中），其中包含加入 BookWorm ltd 的新员工详细信息。

Let us take an example, wherein, we have some external system based on UNIX, which will daily generate a file (in the fixed path), having details of the new employee joining the BookWorm ltd.

ServiceNow 应从外部系统中提取此文件，处理此文件，最后将数据导入 sys_user 表中。我们按步骤执行此操作。首先，我们必须创建一个数据源，导航到“系统导入集”应用程序下的“数据源”模块。

The ServiceNow is supposed to pull this file from the external system, process this file and finally, import the data in the sys_user table. Let’s implement this step by step. First of all, we have to create a data source, navigate to the “Data source” module under “System import set” application.

输入数据源名称、导入集表（将创建新表）、ServiceNow 将提取的文件格式 (CSV、XML、Excel、Jason 等)。此处，我们采用 csv 的示例，因此我们还必须输入 csv delimiter ，在本例中为“,”（逗号）。现在，选择文件检索方法，此处我们使用 FTP，且我们必须输入服务器、要从中提取文件的文件名、FTP 用户名和密码。

Give the name of data source, import set table (new table will be created), format of the file which ServiceNow will pull (CSV, XML, Excel, Jason, Etc). Here, we are taking the example of csv, so we have to give csv delimiter as well, which would be “,” (comma) in our case. Now select the file retrieval method, here we are using FTP and we have to give the server, pathname where, file will be available for pull, FTP username and password.

单击提交按钮后，再次打开数据源，并在相关链接部分中单击“测试加载 20 条记录”。ServiceNow 现在会尝试通过 FTP 测试加载记录，因此请确保文件位于所建议的位置。

After clicking the submit button, open the Data source again and click on “Test load 20 records” in the Related link section. ServiceNow will now try to test load the records via FTP, so make sure that, the file is present in the mentioned location.

现在，经过测试加载后，我们必须创建转换映射。导航到转换映射，然后单击新建，以创建新的转换映射。输入源表名称（我们已在数据源定义期间创建）和目标表 sys_user。

Now, after the test load, we have to create the transform map. Navigate to Transform map and click on new, to create a new transform map. Give the name of the source table, which we created during data source definition and target table as sys_user.

提交后，打开新创建的转换映射，并转到相关链接部分。在此处，如果自动映射无法正确检测字段，则可以使用自动映射或使用映射辅助（进行手动映射）。

After submitting, open the newly created transformed map and go to Related links sections. Here, you can use auto mapping or use mapping assist (for manual mapping), if auto mapping is unable to detect the fields properly.

单击更新以确认映射。

Click on the update to confirm the mapping.

现在，是时候创建计划导入。请在“系统导入设置”应用程序中导航到“计划导入”模块，然后单击新建以创建新的计划导入。选择我们创建的数据源，并选择运行此计划导入的频率。它可以是每日、每周、每月或定期。让我们将其设置为每天 08:00 运行。

Now, it’s time to create the scheduled import. Navigate to “Scheduled import” module inside “System import set” application and click on new to create a new scheduled import. Select the data source, which we have created and select the frequency of running this scheduled import. It can be daily, weekly, monthly or periodically. Let us make it run daily at 08:00 hrs.

单击提交，并在计划导入运行后检查用户表。数据应导入到 sys_user 表中。

Click on submit and check the user table after the scheduled import run. The data should be imported into the sys_user table.

SLAs Configuration

SLA 代表 Service Level Agreement ，这是服务提供商和服务消费者（客户）之间的承诺或合同，或者也可以是组织内各个部门之间的承诺。此合同明确规定了提供商应提供的服务级别、响应时间、事件解决时间、罚金（如果有）、正常运行时间、系统性能等。

SLA stands for Service Level Agreement, which is a commitment or contract between the service provider and the service consumer (customer), or it can also be commitment between various departments within an organisation. This contract clearly states the level of service that, the provider should give, the response time, the resolution time of incidents, penalties (if any), uptime, system performance, etc.

例如，BookWorm ltd. 已在其组织内实施了 ITIL，以确保该组织内报告的每个事件都应记录在 ServiceNow 中并归入以下四类中的任何一类：关键、高、中和低。

For example − BookWorm ltd. has implemented ITIL within its organisation, in such a way that, each incident reported within an organisation should be recorded in ServiceNow and categorised in any of the following four categories - Critical, High, Medium and Low.

IT 和 BookWorm ltd. 业务部门签订了 SLA，其中明确定义了解决每一类事件的时间限制 −

A SLA is signed between the IT and business of BookWorm ltd., which clearly defines the time limit to resolve incidents in each category −

Critical - 6 hrs, High - 24 hrs, Medium - 48 hrs and Low - 72 hrs

这称为解决时间。ServiceNow 系统中，以类似的方式，还有响应时间 SLA，其中定义了确认事件的时间限制（或将事件分配给相应组）。

This is called as resolution time. In a similar manner, there is a response time SLA, which defines time limit to acknowledge the incident (or assign the incident to respective group) in ServiceNow system.

Critical - 30 mins, High - 60 mins, Medium - 5 hrs and Low - 8 hrs.

为了定义 SLA，我们有一个“SLA 应用程序”内的“SLA 定义”模块。若要定义新的 SLA，请打开 SLA 定义模块并单击新建按钮。

For defining the SLA, we have a module called “SLA definition” inside “SLA application”. To define a new SLA, open SLA definition module and click on New button.

让我们在事件表中创建 SLA。我们还可以选择在变更、问题等任何其他表中创建 SLA。首先，从关键事件的响应时间开始。输入 SLA 的名称，将类型选作 SLA，将目标选作响应，将表选作事件。工作流用于升级目的。

Let’s create a SLA in the incident table. We can also choose to create SLA in any other table like change, problem, etc. First, start with Response time for critical incidents. Give the name of SLA, select type as SLA, select Target as Response and Table as Incident. Workflow is used for escalation purposes.

例如，如果 SLA 时间的 50% 已过，并且事件尚未解决/确认，我们可以选择向该团队的负责人发送警报电子邮件。然后，如果 SLA 时间的 75% 已过，我们可以选择向该团队的经理发送电子邮件，依此类推。我们将在下一部分更详细地了解工作流。

For example, if 50% of SLA time is over and the incident is not resolved/acknowledged, we can choose to send an alert email to the leader of that team. Then, if 75% of SLA time is over, we can choose to send email to manager of that team and so on. We will take a look at workflow in more detail in the next section.

现在，将持续时间选为用户定义，并将持续时间设置为 30 分钟，因为它适用于关键事件。然后，选择计划，这意味着，如果我们希望计算 24 X 7 的 SLA 时间，请排除周末、仅排除星期日等。

Now, select duration as User defined and give duration as 30 minutes, as it is for Critical incident. Then select the schedule, which means, if we want to calculate the SLA time 24 X 7, exclude weekends, exclude only Sundays, etc.

现在让我们设置条件，以便此 SLA 附加到每个新的关键事件。向下滚动到下一部分，在那里你可以提供开始条件，如下所述，

Now let’s put the conditions, so that this SLA gets attached to every new critical incident. Scroll down to the next section and there, you can give the Start conditions, as given herewith,

Incident is active.
Incident is new.
Priority of incident is critical.

此外，对于停止条件，我们选择在事件分配并移动到“进行中”状态后停止 SLA。

Further, for the Stop condition we choose to stop the SLA, once the incident is assigned and moved to “in progress” status.

最后，单击提交。现在，我们将创建一个新的 critical incident，并检查此 SLA 是否附加到该事件中。

Finally, click submit. Now, we will create one new critical incident and check if, this SLA gets attached to the incident.

从 incident 列表中再次打开 incident，并向下滚动到“Tasks SLA”部分。你可以看到，附加了我们的新 SLA，并显示了违反响应 SLA 的剩余时间。

Open the incident again from the incident list and scroll down to the “Tasks SLA” section. You can see that, our new SLA is attached and showing the time left to breach the response SLA.

同样，还可以创建 Resolution SLA，之后，你可以在 Tasks SLA 部分中看到附加到事件中的两个单独 SLA，即 Response 和 Resolution。

Similarly, Resolution SLA can also be created, post which, you can see two separate SLAs namely Response and Resolution, attached to the incidents in Task SLA section.

Workflows

ServiceNow 将工作流定义为用于自动执行应用程序中流程的活动序列。它基本是一个流程图，记录所有将在预期事件发生后按步骤触发的活动。我们尝试通过 BookWorm ltd 的示例来理解这一点。

The ServiceNow defines workflow as sequence of activities to automate processes in applications. It is basically a flowchart, which records all the activities to be triggered step by step, once the desired event has occurred. Let us try to understand this, with an example of BookWorm ltd.

我们必须为分配给前端 IT 团队的每项更改请求添加一个新工作流，该工作流包括两项活动 −

We have to add a new workflow to every change request, that is assigned to the Frontend IT team, the workflow includes two activities −

If the Assignment group is selected as “Frontend IT team” in the change request, then, the value in the Service field should be automatically set to “IT Services”.
Each change request for the Frontend IT team required approval from its Manager Cristina Sharper.

对于工作流，我们有一个名为“Workflow editor”的模块。在导航栏中搜索并单击 Workflow editor。单击新建以创建新工作流。在此屏幕中，我们还可以看到现有工作流，我们还可以对其进行编辑。你可以看到下面的屏幕 −

For Workflows we have a module called “Workflow editor”. Search in the navigation bar and click on the Workflow editor. Click on new to create a new Workflow. In this screen, we can also see the existing workflows and we can edit them as well. You can see the screen below −

为工作流和我们必须为其创建工作流的表命名。我们还可以在此时间点给出工作流的条件，但我们也可以稍后给出条件。

Give the name of the Workflow and table for which, we have to create the workflow. We can also give, the conditions for workflow at this point of time, but we can also give the conditions later.

现在，工作流已创建，让我们在此工作流中添加条件和活动。单击左上角的菜单栏，然后转到属性。

Now that, the workflow is created, let us add conditions and activities in this workflow. Click on the top left menu bar and go to properties.

从属性中，转到条件选项卡以给出触发工作流的条件。在这里，我们将选择“如果分配组是前端 IT 团队”。我们可以组合添加多个条件与 AND/OR。然后，单击更新。

From the properties, go to Conditions tab to give the condition for the workflow to be triggered. Here, we will select “If assignment group is Frontend IT team”. We can add multiple conditions combined with AND/OR. Then, click on Update.

在右侧框架中，转到“核心”选项卡。在这里，你将看到可以添加到工作流中的活动列表，例如批准、条件、任务等。你可以继续尝试它们。对于此示例，我们将使用批准主活动下的“Approval user”和实用程序主活动下的“Set values”。

In the right frame, go to “Core” tab. Here, you will see a list of activities, which we can add in our workflow, like approval, conditions, tasks, etc. You can go ahead and try them. For this example, we will use “Approval user” under Approval main activity and “Set values” under Utilities main activity.

首先，让我们将 Set values 拖动到我们的工作流中。拖动“Set values”活动后，将弹出一个弹出窗口，我们必须提及需要为其设置值的字段。我们将选择“Services”字段并将值设置为 IT 服务。

First, let’s drag Set values in our workflow. Once you drag the “Set values” activity, a popup will open and we have to mention, the fields for which we need to set the value. We will select the “Services” field and set value as IT services.

现在，你将在工作流中看到我们的活动，但它目前未通过任何箭头连接。因此，我们首先必须删除 Begin 和 End 活动之间的现有箭头，并在 Begin 和 End 之间插入 Set values 活动。

Now, you will see our activity in the workflow but, it is not connected as of now by any arrow. So first, we have to delete the existing arrow between Begin and End activity and insert our Set values activity between Begin and End.

选择 Begin 和 End 之间的现有箭头，然后单击键盘上的删除按钮。然后，从 Begin 活动的黄点拖动箭头到 Set value 活动。将生成一个新箭头。

Select the existing arrow between Begin and End and click delete button from the keyboard. Then drag an arrow, from the yellow dot of Begin activity to the Set value activity. A new arrow will be generated.

现在，我们必须为审批用户添加另一个活动。拖动 approval-user 活动并执行与上面相同的操作。

Now, we have to add another activity for the approval-user. Drag the approval-user activity and perform the same as above.

这是我们最终工作流的样子 −

This is how our final workflow looks like −

现在，单击左上角的菜单栏，然后单击发布以使我们的工作流程生效。

Now, click on the top left menu bar and click on Publish to make our workflow live.

发布后，我们的工作流将变为活动状态，当任何更改请求被分配给前端 IT 团队时，我们的新工作流将被触发。

After publishing, our workflow will become active and when any change request will be assigned to the Frontend IT team, our new workflow will get triggered.

Notifications

通知用于在发生某些事件（如事件优先级发生更改、事件状态发生变更）时通知或向用户发送警报。通知通常通过电子邮件发送。

Notifications are used to notify or send an alert to the user on the occurrence of certain events, like change in the priority of incident, change in the state of incident, etc. Notifications are generally sent via emails.

首先，要开始设置通知，请检查 ServiceNow 中是否配置了电子邮件设置。转到系统邮箱的“电子邮件属性”模块，并选中“电子邮件发送已启用”框和“电子邮件接收已启用”框。单击“保存”。

First of all, to start setting up the notification, check whether the email settings are configured in the ServiceNow. Go to “Email properties” module of System mailboxes and check on “Email sending enabled” box and “Email receiving enabled” box. Click Save.

现在，让我们创建一个通知，只要任何严重事件被分配给“前端 IT 团队”组，就会向团队经理 Cristina Sharper 发送电子邮件。转到“系统通知”应用程序下的“通知”模块。

Now, let’s create a notification that whenever, any Critical incident is assigned to the ‘Frontend IT team’ group, an email will be sent to the manager of the team Cristina Sharper. Go to “Notification” module under “System notification” application.

现在，填写通知的名称，其次是为此通知创建的表格，然后在“发送时机”标签下设置条件。

Now, give the name of the notification, followed by the table for which this notification is created and then under the “When to send” tab set the conditions.

现在，转到“谁将接收”标签，并设置将接收电子邮件的用户。

Now, go to “Who will receive” tab and set the users who will receive the email.

最后，在“其中将包含什么”标签中，我们可以填写电子邮件正文/文本。

Finally, in the “What it will contain” tab, we can give the body/text of the email.

现在，一旦任何严重事件被分配给前端 IT 团队，其经理都会收到一封关于此事件的电子邮件通知。

Now, once any critical incident is assigned to the Frontend IT team, its manager will receive an email notification regarding the same.

Reporting and Scheduled Jobs

报告用于根据 ServiceNow 中可用的数据创建报告。报告可以提供与事件、用户、更改、问题等相关的信息。我们可以以条形图、饼图、图形格式或根据业务需求生成报告。报告也可以根据定义的频率通过计划作业自动生成。

Reporting is used to create a report based on the data available in the ServiceNow. The report can give information related to incident, user, change, problem, etc. We can generate the report in bar chart, pie chart, graphical format or as per the business requirement. The reports can also be generated automatically by the scheduled jobs based on the defined frequency.

让我们为 BookWorm ltd 创建一个报告，其中，前端 IT 团队经理将收到每周报告（通过计划作业），其中包括前端 IT 团队分配和打开的若干严重、高、中和低优先级事件。

Let us create a report for BookWorm ltd. wherein, the manager of the Frontend IT team will receive the weekly report (via scheduled job) having a number of Critical, High, Medium and Low priority incidents open and assigned to the Frontend IT team.

让我们从创建报告开始。导航到“报告”应用程序下的“创建新”模块。填写报告名称。在“来源类型”中，选择“表格”，因为我们要从事件表格中提取数据。最后，单击“运行”。你将会看到表格中的全部数据。

Let’s start by creating the report. Navigate to “Create new” module under “Report” application. Give the report name. In the Source type, select table, as we have to extract data from the incident table. Finally, click Run. You will see entire data from the table.

现在，我们可以添加过滤器来添加条件，以便仅提取基于我们要求的特定数据。

Now, we can add the filters to add the conditions so that only specific data, based on our requirements should be extracted.

单击“下一步”并选择你需要的报告类型，如 - 条形图、饼图、时间序列，等等。我们这里将使用条形图。选择条形图并单击“下一步”。

Click next and select the type of report you need, like - bars, pie chart, time series, etc. We will use bars here. Select bar and click Next.

单击“下一步”，你现在就可以配置报告了。在“分组依据”选项中，我们将选择“优先级”，在“聚合依据”中，我们将选择“计数”。

Click on next, you will now be able to configure the report. In the ‘group by’ option, we will select ‘priority’ and in the ‘aggregation by’, we will select ‘count’.

单击“下一步”，系统将要求你自定义报告的样式。你可以更改条形图的颜色、标题的字体、标题的位置，等等。

Click next and you will be asked to customise the style for your report. You can change the colour of bars, fonts of heading, location on heading, etc.

最后，单击“保存”以保存此报告。你可以通过使用右上角的按钮运行报告以查看结果。

Finally, click on Save to save this report. You can Run your report by using, the button at the top right to see the result.

接下来，我们必须使用计划作业按周安排此报告。转到“系统定义”应用程序下的“计划作业”模块，并单击“新建”。

Next, we have to schedule this report weekly using the scheduled jobs. Go to ‘scheduled jobs’ module under ‘System definition’ application and click on New.

在下一屏幕上，选择“自动生成和分发报告”。然后填写计划作业的名称，选择我们刚刚创建的报告，并添加接收报告的用户。更改“运行”字段以使其按周运行。我们还可以提供有关报告的附言信息。最后，单击“提交”。

On the next screen, select “Automate the generation and distribution of a report”. Then give the name of the scheduled job, select the report which, we have just created and add the user receiving the report. Change the “Run” field to make it run weekly. We can also give the introductory message about the report. Finally, click on submit.

你可以在计划作业模块的报告列表中找到此新报告。

You can find this new report in the list of reports inside the scheduled jobs module.

Service Catalogs

服务目录为用户提供自助服务机会。用户可以选择列表（目录）中的所需服务并提交请求。这感觉就像网上购物一样，用户可以在购物车中添加服务（硬件、软件或任何其他列出的服务），并最终对它们进行订购。

Service catalogs provide self-service opportunities to the users. The users can select the desired services from the list (catalog) and submit the request. It has look and feel like online shopping, wherein, users can add the services (hardware, software or any other listed services) in the cart and finally order them.

我们还可以将物品打包并直接订购包裹。例如，在 BookWorm ltd.，如果一名新成员加入前端 IT 团队，他/她可以简单订购“前端 IT 组件包”，其中包括团队内使用的软件，如 Rational developer、记事本 ++、Winscp 和 Sql developer。

We can also bundle the items under the package and order the package directly. For example, in BookWorm ltd., if a new member joins the Frontend IT team, he/she can simply order a package “Frontend IT kit”, which has software used within the team like Rational developer, Notepad ++, Winscp and Sql developer.

因此，用户将提出一个包含四个项目（Rational developer、记事本 ++、Winscp 和 Sql developer）的请求。对于每个项目，可能会有不同的任务，例如，采购团队可能有获取软件新许可证的任务，然后 IT 团队可能有在机器上安装软件的任务或为某些软件征求额外批准的任务等。

So, the user will be raising one request, which has four items in it (Rational developer, Notepad ++, Winscp and Sql developer). For each item, there may be different tasks like, there can be task for procurement team to get the new license of the software, then a task for the IT team to install the software in the machine or a task for additional approval for some software, etc.

相应的，ServiceNow 服务目录中有三个表格，用于此目的 -

Accordingly, there are three tables in ServiceNow service catalog for this −

The Requests table
The Items table
The tasks table

所有这些表格都是相互关联的，您可以在服务目录应用程序 → 打开记录模块中找到这些表格。

All these tables are co-related and you can find these tables in the Service catalog application → Open records module.

ServiceNow 提供了一些默认类别和项目。转到自助服务应用程序的服务目录模块。您可以在内容框架中找到服务目录的主页。

ServiceNow has provided some default categories and items. Go to Service catalog module of Self-service application. You can find the homepage of service catalog in content frame.

让我们为 Microsoft access 和 Cisco jabber 下达一个示例请求。转到软件并单击 Microsoft access。您可以将其添加到购物车或直接订购该项目。

Let’s place a sample request for Microsoft access and Cisco jabber. Go to Software and click on Microsoft access. You can add to the cart or directly order the item.

在此，我们还必须添加 Cisco jabber，因此我们将选择“添加到购物车”并继续购物。按照类似步骤添加 Cisco jabber，最后单击“继续结账”。提交请求后，您将看到以下页面和三个表格中的条目。

Here, we have to add Cisco jabber as well, so we will choose ‘Add to cart’ and continue shopping. Follow similar steps to add Cisco jabber and finally, click on ‘Proceed to check out’. After submitting a request, you will see the following page and entries in the three tables.

打开请求表格并选择您的请求。您将看到附加到此请求的项目。单击项目，您将看到与该项目关联的任务。

Open the request table and select your request. You will see the items attached to this request. Click on the items and you will see the tasks associated with the item.

您还可以使用我的目录、我的类别和我的项目模块内的“目录定义”应用程序在 ServiceNow 中创建自己的服务目录和项目。

You can also create your own service catalog and items in ServiceNow using “Catalog definition” application inside My catalogs, My categories and My items modules.

Diagnostics and Troubleshooting

系统管理员的职责并不限于应用程序和模块的设置和配置。系统管理员还负责系统性能和响应时间，方法是参考日志、状态、内存利用率、CPU 占用率等。

The responsibility of system administrator is not limited to the setup and configuration of applications and modules. The system administrator is also responsible for the performance and response time of the system by referring to the logs, stats, memory utilization, CPU consumption, etc.

ServiceNow 提供了一个名为系统诊断的应用程序，其中包含许多对系统管理员有用的模块。称为“诊断页面”的模块列出了服务器、数据库的状态等整个配置。诊断页面分为四个主要部分 -

ServiceNow has provided an application called System diagnostics which is a collection of many useful modules for the system administrators. A module called “Diagnostics page” lists the entire configuration of server, database, stats, etc. The diagnostics page is divided in four main parts −

Cluster node status
System overview
Database overview
Database connections

集群是一组节点，节点是一个单一系统，负责存储和处理数据。在集群节点状态部分，您将找到内存利用率、命中的交易数、登录用户、JVM 正常运行时间等的详细信息。系统概述部分列出了与事件、POP3、SMTP 等相关的详细信息。

The cluster is a collection of nodes and node is a single system, which is responsible to store and process the data. In the cluster node status section, you will find the details of memory utilisation, number of transactions hit, logged in users, JVM uptime, etc. The system overview section lists the details related to events, POP3, SMTP, etc.

数据库概述部分给出了与数据库版本、驱动程序、类型等相关的详细信息，最后，数据库连接给出了 ServiceNow 中执行的查询的日志、连接详细信息等。

The database overview section gives the details related to the database version, driver, type, etc. and finally, the database connections give the logs of the queries executed in ServiceNow, connection details, etc.

另一个重要的应用程序是“绩效分析”。它在故障排除下的“诊断”模块列出了 ServiceNow 中接收到的每一项错误和异常。

Another important application is “Performance analytics”. Its “Diagnostics” module under the troubleshooting lists down each and every error and exception received in ServiceNow.

单击任何错误以查找导致错误的底层脚本。

Click on any error to find the underlying script which caused the error.