“ServiceNow Business Rules Explained | Real-Time Examples, Best Practices” part20/100

BusinessRules

(Server side Logic...Runs When record is Inserted,updated,deleted or quiries...Works for UI,API,Import sets,Database level)

1.Interview question:
How do you prevent closing an incident unless Close Notes are filled properly with meaningful content?

2.Why this Question is important?

In real projects:
-Agents close incidents with:
"done" , "OK", "resolved"
-No real resolution information is captured
This causes:
-Audit failures
-Reopen incidents
-Poor knowledge transfer
-Almost every ITSM client enforces this
-Interviewers use this to test:
state based Validation
Update only rules
Production Data Quality


3.Break the Requirement:
-We must STOP SAVE when all below are true:
1.Incident state is changing to Closed
2.Close Notes is:
Empty OR
Only spaces OR
Less than 10 characters
Since we must stop save -Before Business Rule



4.Types of Business Rules:

  1.Before : Before the record is saved to the database.

  Make fields mandatory, prevent update, change values before save, Stop duplicate records
  prevent priority downgrade, prevent reopening resolved incident.

  2.After : after
  To trigger actions, To create/update other records, To send notifications,
Changing record after update
 
  3.Aync : after database commit
  Improve performance, heavy logic, long-running scripts, large data updates,
  External integrations, Bulk notifications

  4.Display: when the form is loaded.
  control UI behaviour, pass data to client(g_scratchpad),show warnings, Display VIP banner.

Видео “ServiceNow Business Rules Explained | Real-Time Examples, Best Practices” part20/100 канала Service now learn easy by Praveen Amirineni