Servicenow 简明教程
ServiceNow - Fundamentals
让我们更进一步，了解 ServiceNow 的一些基础知识。在本章中，我们将介绍用户/组/角色、列表、表单、应用程序、模块和更多其他概念。
Let’s move a step ahead and learn some basics of ServiceNow. In this chapter, we will go through users/groups/roles, lists, forms, applications, modules and a few more concepts.
ServiceNow 开发人员实例具有大量的虚拟数据，如用户、事件、组等，我们可以引用它们来深入理解该概念。在本章的剩余部分，我们将采用 BookWorm ltd 的旧示例，并尝试理解 ServiceNow 在组织内部运作中的位置。
The ServiceNow developer instance has ample of dummy data like users, incidents, groups etc., which we can refer to gain good understanding about the concept. Throughout the remaining chapter, we will take our old example of BookWorm ltd. and try to understand where, ServiceNow fits in the internal functioning of the organisation.
Applications and Modules
ServiceNow 定义了 Application ，即提供服务和管理业务流程的文件和数据集合，而 Modules 是链接到平台上的其他页面或记录的应用程序的子项。
ServiceNow defines Application as, a collection of files and data that deliver a service and manage business processes and Modules are, children of application linking to other pages or records in the platform.
例如，我们有一个名为“事件”的应用程序，其中包含“创建新事件”等模块，以便为 BookWorm ltd 的任何部门创建一个新的事件。 “打开”模块列出了 BookWorm ltd. 中的所有打开的事件。 （此模块可能仅对系统管理员可见）。
For example, we have an “Incident” application, which has modules like “Create new” to create a new incident for any department in BookWorm ltd. “Open” module lists all the open incidents within BookWorm ltd. (This module may only be visible to system administrators).
类似地，还有其他重要应用程序，如问题、变更、工作流等及其各自的模块，如 “创建新事件”、“打开”、“工作流编辑器”等。
Similarly, there are other important applications like Problem, Change, Workflows, etc. and its respective modules like “Create New”, “Open”, “WorkFlow editor”, etc.
Lists and Forms
在此，您将了解什么是 ServiceNow 中的列表和表单。
Here, you will understand what are the lists and forms in ServiceNow.
Lists
它显示了数据表中的一组记录（基于某些条件）。它可以是分配给 BookWorm ltd 中某个组的事件列表，或者是从问题表中分配给任何组的问题列表，等等。
It displays the set of records (based on certain conditions) from the data table. It could be a list of incidents assigned to a certain group, from the incident table or list of problems not assigned to any group from problem table, etc.
下面是一个示例，从事件表中显示了已解决的事件的事件列表。
Below is an example, of the Incident list having incidents, which are resolved from the incident table.
此列表是通过“事件”应用程序的“已解决”模块生成的。这是 ServiceNow 提供的一个默认模块。若要打开此模块并浏览此列表，请在应用程序导航器中搜索“事件”，然后在事件应用程序中找到“已解决”模块。
This List is generated via the “Resolved” module of “Incident” application. This is a default module provided with ServiceNow. To open this module and explore this list, search “Incident” in application navigator and inside the Incident application find “Resolved” module.
Forms
它显示数据表中的一条记录，或者它可用于输入/更新数据表中的记录。例如，事件表单将显示有关单个选定事件的详细信息，或者它还可以用于在事件表中输入新事件的详细信息。
It displays one record from the data table or it can be used to enter/update a record in a data table. For example, an incident form will display details related to a single selected incident or it can also be used to enter details of a new incident in an incident table.
下面分别给出包含现有事件记录详细信息的表单和输入新事件记录详细信息的表单。
The form which have details of existing incident record and form to enter the details of the new incident record are given below respectively.
若要访问上述示例中的第一种形式，请进入事故应用程序内的“已解决”模块。将出现已解决事故的列表。点击任何事故编号以打开该表单。通过事故应用程序的“创建新内容”模块可以访问上述示例中的第二个屏幕，其中有一个用来输入新的事故详细信息的表单。
To access the first form in the above example, go to “Resolved” module inside Incident application. A list of resolved incidents will appear. Click on any incident number, to open the form. The second screen in the above example, having a form to enter new incident details, can be accessed via “Create New” module of Incident application.
Users, Roles and Groups
下文将详细说明 ServiceNow 中的用户、角色和组。
The users, roles and groups in ServiceNow are explained below in detail.
Users
是使用组织中 ServiceNow 的个人。系统管理员拥有创建新用户、浏览现有用户列表、删除用户和模拟用户的权限。
are the individuals who use the ServiceNow within an organisation. The system administrator has the authority to create a new user, browse through the list of existing users, delete a user and impersonate a user.
若要打开现有用户的列表，请进入用户管理应用程序中的“用户”模块。
To open the list of existing user, go to “Users” module inside User administration application.
（在应用程序导航器中搜索用户，并点击用户管理下的“用户”）
(Search user in application navigator and click on “Users” under User Administration)
若要创建新用户，请点击内容框架左上角的新建按钮。将打开以下表单以输入用户表的新的数据记录。
To create a new user, click on the New button in top left of the content frame. Following form will open to enter a new data record for the user table.
系统管理员还可以模拟用户，这意味着系统管理员可以作为另一个用户登录到 ServiceNow。横幅框架中有一个选项可模拟为任何其他用户。
A system administrator can also impersonate a user, which means that system administrator can login to ServiceNow as another user. There is an option in the banner frame, to impersonate as any other user.
Roles
与用户在组织中执行的任务相关联。基于工作档案分配角色。例如，可以有事故经理角色、应用程序开发人员角色、事故分析员角色等。
are associated with the task that a user performs within an organisation. The role is assigned based on the work profile. For example, there can be an incident manager role, application developer role, incident analyst role, etc.
角色控制对应用程序和模块中功能和能力的访问。因此，系统管理员角色可以访问事故经理角色可能没有的几个应用程序。可在“用户和组”下的“系统安全”应用程序中找到角色列表和添加新角色的表单。
The roles control the access to the features and capabilities in applications and modules. So, a system administrator role may have access to a few applications which incident manager role may not have. The list of roles and form to add a new role can be found in System security application under Users and Groups.
Groups
组是执行类似任务的用户集合。例如，可能有一组更改经理，他们可以批准生产中的变更，或者可能有一个采购组，他们有权提出采购订单等。可以通过系统安全性→用户和组→组访问该组。
Groups are the collection of users, which perform a similar task. For example, there can be a group of change managers, who can approve the changes in production, or there can be a procurement group, who have the access to raise the purchase order, etc. The group can be accessed via System security → Users and groups → Groups.
最佳实践始终是将用户分配给组或反之亦然，并将角色进一步分配给组。通常不建议将用户直接分配给角色。原因通过以下示例进行说明：-
It is always best practise to assign users to groups or vice versa, and further assign roles to groups. Generally, it is not recommended to assign users directly to the roles. The reason is explained using the below example −
假设在 BookWorm ltd. 中的许多组中。(在 ServiceNow 中)，有一个组适用于 IT 团队，在 IT 团队下有一个子组适用于“全栈工程师”。除此之外，还有几个角色，即“后端 IT 服务”和“前端 IT 服务”。必须将全栈工程师分配到这两个角色，以便他们拥有针对前端和后端 IT 服务的访问权限和许可特权。
Suppose among many groups in BookWorm ltd. (in ServiceNow), there is one group for the IT team and under the IT team there is a child group for ‘Full stack engineers’. In addition to this, there are a couple of roles i.e., ‘Backend IT services’ and ‘Frontend IT services’. The Full stack engineers need to be assigned to both the roles so that they have accesses and licence privileges meant for both, Frontend and Backend IT services.
一位全栈工程师加入了 BookWorm ltd.，他精通后端技术和前端技术。因此，与其将此用户分别分配给两个角色(后端 IT 服务和前端 IT 服务)，不如创建一个全栈工程师组，并将此组分配给两个角色，即后端 IT 服务和前端 IT 服务。
A full stack engineer joined BookWorm ltd. who is expert in both backend technologies and frontend technologies. Therefore, instead of assigning this user to two roles (Backend IT services and Frontend IT services) separately, it would be a good idea to create a group of full stack engineer and assign this group to two roles, i.e., Backend IT services and Frontend IT services.
现在，对于加入 BookWorm ltd. 的所有全栈工程师，管理员只需将该全栈工程师用户分配给全栈工程师组，该组是 IT 团队的子组。
Now, for all the full stack engineers joining the BookWorm ltd., the administrator only has to assign that full stack engineer user to the full stack engineer group, which is a child group of the IT team.
为了更好地理解这个概念，我们用 ServiceNow 来实际实施上述示例。
Let’s implement the example mentioned above practically in ServiceNow, to understand this concept better.
Practical
首先，我们将创建一个组，即 IT 团队及其子组全栈工程师。在导航过滤器中，搜索“用户管理”并在用户管理下选择“组”模块。以下屏幕将在内容框架中打开。
First, we will create a group, i.e. IT team and its child group Full stack engineers. In the navigation filter, search “User administration” and select “Group” modules under user administration. The following screen will open in the content frame.
单击“新建”按钮并填写详细信息。只需名称就足以识别组。您还可以提供组电子邮件并从用户列表中选择经理。父标记用于在组中创建层次结构，因此，对于 IT 团队组，我们可以将其留空，对于全栈工程师组，我们可以将 IT 团队组指定为父组。
Click on the New button and give the details. Only Name is sufficient to identify the Group. You can also give Group email and select the manager from the list of users. The parent tag is used to create a hierarchical structure in the group, so for the IT team group, we can leave it blank and for Full stack engineers group, we can give IT team group as the parent.
现在我们已经创建了这些组，让我们继续前进并创建两个角色 - 后端 IT 服务和前端 IT 服务，它们将被分配给全栈工程师组。在“用户管理”中，转到“角色”模块。
Now that we have created the groups, let’s move ahead and create two roles - Backend IT services and Frontend IT services, which will be assigned to the group Full stack engineers. Inside “User administration”, go to “Roles” module.
单击“新建”按钮并输入角色名称。将应用程序保留为“全局”，以允许为 ServiceNow 中的每个应用程序实现此角色。授予“提升特权”意味着分配给此角色的用户将获得比标准用户更高的访问权限/特权。他们可能需要管理某些功能。
Click on the New button and give the name of the role. Keep the application as Global to allow this role to be implemented for every application in your ServiceNow. Granting “elevated privilege” means that, the user assigned to this role, will be given accesses/privileges more than a standard user. They may require administering certain functionality.
现在，我们必须将这些角色分配给我们的组。再次转到“组”模块并在内容框架顶部“新建”按钮旁边搜索我们的组“全栈工程师”。
Now, we have to assign these roles to our group. Go to “Groups” module again and search our group “Full stack engineers” at the top of content frame beside New button.
打开组“全栈工程师”，现在您将看到一个新部分以添加角色或组成员。在角色选项卡中，单击编辑按钮，如下屏幕所示。
Open group “Full stack engineers” and now you will see, a new section to add roles or Group members. In the roles tab, click edit button and below screen will appear.
在集合框中搜索角色，我们刚刚创建了“前端 IT 服务”。选择该角色并单击箭头按钮以将该角色添加到此组中。最后，按“保存”按钮。您将返回组模块的主屏幕。使用右上角的“更新”按钮更新记录。同样，对后端 IT 团队服务重复此过程。
Search the role, we have just created “Frontend IT services” in the collection box. Select the role and click on the arrow button to add the role in this group. Finally, press the Save button. You will be taken back to the main screen of the Group module. Update the record, using the update button in the top right corner. Similarly, repeat the process for Backend IT team services.
让我们继续在 ServiceNow 中添加一些用户。导航到“用户管理”应用程序中的“用户”模块，然后单击“新建”按钮。
Let’s move ahead and add some users in ServiceNow. Navigate to “users” module in “user administration” application and click on New button.
输入新用户的详细信息并按提交按钮。类似地，您可以添加更多用户。我们在此处添加了两个新用户，John Newman 和 Cindy Davis。
Enter the details of the new user and press submit button. Similarly, you can add a few more users. We have added two new users here, John Newman and Cindy Davis.
要将组“全栈工程师”分配给这些用户，请再次打开新创建的用户，并在用户底部滚动。您将看到一个新部分以向此用户添加角色或组。
To assign the group “full stack engineer” to these users, open the newly created users again and scroll at the bottom of the user. You will see a new section to add roles or groups to this user.
转到组选项卡并单击编辑按钮。将出现以下屏幕：-
Go to Groups tab and click on edit button. Following screen will appear −
在收集框中搜索“全栈工程师”组，选择组并点击箭头按钮添加该组到用户 John Newman。对 Cindy Davis 重复类似过程。所以，终于我们创建了用户、组和角色。然后我们向组添加了角色，并向用户添加了组。
Search the group “full stack engineers” in the collection box, select the group and click on the arrow button to add this group to the user John Newman. Repeat the similar process for Cindy Davis. So, finally we have created users, groups and roles. We have then added the roles to the group and group to the user.
Tables, Columns and Fields
让我们学习在 ServiceNow 中的表、列和字段是什么。我们将从理解表开始。
Let us learn, what are tables, columns and fields in ServiceNow. We will begin by understanding about the tables.
Tables
表是 ServiceNow 中数据的集合。应用程序和模块使用表来存储、显示和处理数据。例如，“事件”应用程序有一个事件表。类似地，还有用户表、变更请求表等。
Tables are the collection of data in ServiceNow. The applications and modules use tables to store, display and process the data. For example, the “Incident” application has an incident table. Similarly, there is a user table, change request table, etc.
若要检查表结构或更新表结构，请使用“系统定义”应用程序的“表”模块。
To check the structure or update the structure of any table make use of the “Tables” module of “System Definition” application.
表名可以在内容屏幕的顶部部分进行搜索。
The table name can be searched in the top section of the content screen.
让我们探索事件表。一旦我们点击所需的表，我们可以在该表中找到所有列、列类型（整数、字符串等）、最大长度等。可以使用新建按钮向表中添加新列。
Let’s explore the incident table. Once, we click the desired table, we can find all the columns in the table, column type (integer, string, etc.), maximum length, etc. The new column can be added to the table, using the New button.
这里要注意的重要一点是，表中的每一行都指向唯一记录。例如，如果在 BookWorm ltd. 中针对全面堆栈工程师组报告数据库连接问题而发出了事件 IN3325643 。事件表中将添加一个特定于事件记录 IN3325643 的新行。
The important point to note here is that, every row in the table points to the unique record. So, for example, if an incident IN3325643 is raised in BookWorm ltd., for the full stack engineers group reporting the database connectivity issue. There will be a new row added in the incident table, which is specific for the incident record IN3325643.
若要浏览数据，请在导航栏中搜索“<表名>.list”（在本例中为 incident.list）。
To browse the data, in the table search “<tablename>.list” in the navigation bar (incident.list in this case).
如果我们关注此事件记录，则此记录中的每一列都代表具有特定值的字段。例如，此事件记录 IN3325643 具有“呼叫方”列为 Abel Tuter，这是此记录的一个字段。若要打开任何记录，请从列表中点击事件号。
If we focus on this incident record, every column in this record represents the field having a specific value. For example, this incident record IN3325643 is having column “Caller” as Abel Tuter, this is one of the fields of this record. To open any record, click on the incident number from the list.
类似地，您可以探索其他表，如用户、问题、变更等。我们甚至可以根据业务需求为我们的定制应用程序创建新表。可以从内容框架顶部部分的表模块 → 新建按钮创建新表。
Similarly, you can explore other tables like users, problem, change, etc. We can even create a new table, for our custom applications as per the business requirements. The new table can be created from the Table module → New button in the top section of the content frame.