In the ServiceNow Now Platform, a View is a specific user interface (UI) layout for a form or a list. Views allow administrators to define alternative arrangements of fields, sections, and related lists for the same data table. This enables the creation of tailored experiences for different user personas, processes, or interfaces. The examples provided—Default, Major incidents, Self Service, and Mobile—are all standard names for different form views that present the same underlying record in a way that is most relevant to a specific context or user role.

A. Forms: A form is the entire UI for displaying a single record. A view is a specific layout of that form, not the form itself.

B. Form Designs: Form Design is a modern UI Builder tool used to configure form layouts and views, not the name of the resulting layout.

C. Form Layouts: Form Layout refers to the specific arrangement of fields on a form for a given view; it is the configuration of a view.

E. Workspaces: A Workspace is a comprehensive, role-based UI that contains various components, including forms that themselves use different views.

1. ServiceNow Product Documentation - Views: "A view defines the elements that appear on a form or a list. For different users

you can display different views for the same form or list... For example

you can create a view of the Incident form that is used only by major incident managers. You can create another view of the Incident form that is used by self-service users." This document also explicitly mentions the "Default view" and "Self-service view". (ServiceNow Product Documentation

Utah release

"Views"

DOC1538198).

2. ServiceNow Developer Documentation - UI16 Form Views: "Form views are alternate form layouts. Create form views to show or hide fields on a form to provide a different user experience for the same form. For example

the Incident form has different form views for default users (itil role) and for Self-Service users (no role)." (ServiceNow Developer Site

"UI16 Form Views"

developer.servicenow.com).

3. ServiceNow Product Documentation - Form configuration: "You can customize forms to show the information that your users need. One way to do this is by creating different form views." (ServiceNow Product Documentation

Utah release

"Form configuration"

DOC1538197).

The requirement to automatically close open Incident Tasks when a parent Incident is closed or canceled is controlled by a specific system property. This property can be set in two primary ways:

1. Navigating to Incident > Administration > Incident Properties and setting the option labeled "Close open Incident Tasks when Incident is closed or canceled" to Yes.

2. Directly modifying the system property com.snc.incident.incidenttask.closure to true in the System Properties [sysproperties] table.

Both methods achieve the same outcome by enabling the business rule named "Close Incident Tasks".

C. The property com.snc.incident.autoclose.basedon.resolvedat is used to automatically close Incidents that have been in a 'Resolved' state for a specified duration, not to close child Incident Tasks.

D. "Autoclose Incident Tasks" is not the correct label for the setting within the Incident Properties module. The official label is more descriptive, as stated in option A.

1. ServiceNow Product Documentation: Incident Management properties. This document details the available properties for the Incident Management application. It explicitly lists the property with the label "Close open Incident Tasks when Incident is closed or canceled" and its corresponding system property name com.snc.incident.incidenttask.closure. The description confirms its function: "If set to true

all open incident tasks are closed when the incident is closed or canceled."

2. ServiceNow Product Documentation: Configure Incident Management. This guide provides an overview of configuring Incident Management

including navigating to the Incident Properties page where the relevant setting is located. (Section: "Configure Incident Management properties").

The problemadmin role is required to delete problem records in ServiceNow. This role provides administrative-level access to the Problem Management application, including the ability to manage properties and perform destructive actions like deleting problem, problem task, and known error article records. This privilege is intentionally separated from process-focused roles like problemmanager or problemcoordinator to prevent accidental data loss and maintain data integrity. The user in the scenario requires this specific administrative role to clean up the accidentally created records.

B. problemcoordinator: This role is responsible for managing and working on problem tasks but lacks the administrative rights to delete entire problem records.

C. soproblemdelete: This is not a standard, out-of-the-box role provided with the ServiceNow Problem Management application.

D. RHmanager: This is not a recognized base system role within the ServiceNow ITSM suite and is irrelevant to Problem Management.

E. problemmanager: This role oversees the Problem Management process but, by default, does not have permissions to delete problem records; this is reserved for the problemadmin.

1. ServiceNow Product Documentation (Washington DC): Components installed with Problem Management. This official document explicitly states the function of the problemadmin role: "Can manage all problem management properties

and can delete problem

problem task

and known error article records." The descriptions for problemmanager and problemcoordinator do not include deletion privileges.

2. ServiceNow Product Documentation (Washington DC): Problem Management roles and personas. This guide outlines the responsibilities for each role

confirming that administrative tasks

including deletion

are assigned to the problemadmin persona

distinct from the process-focused problemmanager and problemcoordinator personas.

When a catalog item is published using the Catalog Builder, ServiceNow automatically creates a local update set to capture the configuration. The naming convention for this update set is standardized to ensure clarity and trackability. The format used is Catalog item - - , which explicitly includes the name of the catalog item being published and the specific date and time of the publication event. This automated naming helps administrators easily identify the contents and version of the update set.

B. item author: The author's name is not part of the automatically generated update set name, although the author is tracked on the update set record itself.

C. variables: Variables are captured as configuration records within the update set, not as part of its name.

D. catalog(s): The catalog(s) to which the item belongs are not included in the update set's name.

1. ServiceNow Product Documentation: "Publish a catalog item". In the section detailing the publishing process from Catalog Builder

the documentation states: "When you publish a catalog item

a corresponding update set is created with the name Catalog item - - ." This is found under the Service Catalog > Catalog Builder documentation for recent ServiceNow releases (e.g.

Washington DC

Vancouver).

A Dynamic CI group is the appropriate ServiceNow feature for this requirement. It allows for the creation of a collection of Configuration Items (CIs) based on a set of filter conditions defined in an encoded query. In this scenario, the criteria would be Class is Web Server AND Location is Miami. The group's membership is automatically updated whenever CIs are created or modified to match or no longer match these criteria, ensuring the group remains accurate without manual maintenance. This functionality is essential for managing and reporting on specific subsets of CIs within the CMDB.

A. CI class: A CI class is a type or category of a configuration item (e.g., Web Server), not a specific, filter-based grouping of instances with shared attributes like location.

B. Dependent group: This is not a standard ServiceNow term for this function. CI relationships are defined through dependency maps, not a feature called a "dependent group."

C. CSDM component group: This is not a recognized term within the Common Service Data Model (CSDM) or ServiceNow. CSDM uses Application Services to group CIs that constitute a service.

1. ServiceNow Product Documentation (Utah): Dynamic CI groups. "A dynamic CI group is a CI group that is populated with CIs by a CMDB group query... The query runs against a target CMDB class and its child classes

and the CIs that the query returns become members of the CI group." This directly describes the functionality needed to group all web servers in Miami.

2. ServiceNow Product Documentation (Utah): Create a dynamic CI group. The procedure outlines the steps: "Navigate to Configuration > CI Groups. Click New. On the form

fill in the fields. In the Type field

select Dynamic CI Group. In the CI filter field

create the filter to use for the query that populates the group." This confirms the mechanism for creating such a group.

Catalog Builder is the modern, recommended tool for creating and editing service catalog items, including record producers like "Create Incident." It provides a visual, guided experience for managing the item's details, adding and configuring variables (which appear as input fields or questions to the user), and defining the fulfillment process. Using Catalog Builder is the standard best practice for modifying baseline catalog items to meet customer requirements for additional information gathering.

B. Edit in Item Designer: Item Designer is a legacy tool that has been largely superseded by the more powerful and flexible Catalog Builder. It is not the recommended tool for this task.

C. Edit in Catalog Item Designer: This is not a valid tool name within the ServiceNow platform and serves as a distractor option.

D. Edit in Form Designer: Form Designer is used to configure the layout of fields on a record's form (e.g., the incident form itself), not for adding user-facing input fields (variables) to a catalog item.

1. ServiceNow Product Documentation - Catalog Builder: "You can create or edit catalog items using a visual and guided experience in Catalog Builder. You can delegate the catalog item creation and maintenance to non-administrators." This document explicitly states Catalog Builder is used to edit items.

Source: ServiceNow Product Documentation

"Catalog Builder

" Quebec release and later.

2. ServiceNow Product Documentation - Create a record producer: "You can create and edit record producers in Catalog Builder. You can also create a record producer by navigating to Service Catalog > Catalog Definition > Record Producers and clicking New." This confirms that Catalog Builder is a primary tool for editing record producers.

Source: ServiceNow Product Documentation

"Create a record producer

" Washington DC release.

3. ServiceNow Now Learning - Service Catalog Fundamentals: The courseware demonstrates that Catalog Builder is the primary interface for adding "questions" (variables) to a catalog item. The "Questions" tab within the Catalog Builder UI is where an administrator or catalog manager would add the requested input fields.

Source: ServiceNow Now Learning

"Service Catalog Fundamentals" course materials

Module: "Create and Edit Catalog Items."

4. ServiceNow Product Documentation - Form design: "Form design enables administrators to create and edit form layouts... You can change what appears on a form

such as fields

sections

and related lists." This reference clarifies that Form Designer's scope is the backend form layout

distinct from the catalog item's user-facing variables.

Source: ServiceNow Product Documentation

"Form design

" Washington DC release.

In ServiceNow, the visibility and availability of configuration records, including Change Models, are primarily controlled by the 'Active' field. When a new Change Model is created, this flag must be set to 'True' for it to appear in selection lists, such as the one on the change landing page. This mechanism prevents incomplete or unapproved models from being used prematurely. Since the testers can view existing models, it indicates their permissions are sufficient, and the issue is specific to the state of the new model record itself.

A. An unpublished workflow would prevent a change request from progressing through its lifecycle after the model is selected, but it does not affect the model's visibility for selection.

B. The testers can already see the old change models, which confirms they have the necessary base roles (e.g., itil) to access and view change models in general.

C. While role-based restrictions can be configured, the 'Active' flag is a more fundamental and common reason for a newly created model not being visible.

1. ServiceNow Product Documentation - Create a change model: The official documentation for creating a change model lists the fields on the form. For the 'Active' field

the description explicitly states

"Select the check box to make the model available for use." This directly confirms that the model's availability is dependent on this setting. (ServiceNow Product Documentation

ITSM Change Management

"Create a change model"

Rome/San Diego/Tokyo/Utah/Vancouver releases).

2. ServiceNow Product Documentation - Change models: This document explains that change models define the process for a change. The system filters the list of available models based on their configuration

a key part of which is the 'Active' status. (ServiceNow Product Documentation

ITSM Change Management

"Change models"

Rome/San Diego/Tokyo/Utah/Vancouver releases).

The problemcoordinator role is responsible for managing the full lifecycle of a problem record, which includes key communication steps. The "Communicate workaround" and "Communicate fix" actions are integral to this management process. The problemadmin role has all the capabilities of the problemcoordinator in addition to administrative privileges for the Problem Management application. Therefore, both roles have the necessary permissions to perform these communication actions on a problem record.

A. itiladmin: This role is primarily for configuring ITSM applications, not for the day-to-day operational management of individual problem records.

C. problemtaskanalyst: This role is scoped to work on assigned problemtask records and does not have permissions to manage or perform major communications on the parent problem record.

1. ServiceNow Product Documentation - Roles in Problem Management:

The documentation explicitly defines the responsibilities for Problem Management roles. It states that the problemcoordinator [snproblemmanagement.problemcoordinator] "Can manage all problems and problem tasks." The problemadmin [snproblemmanagement.problemadmin] "Has access to all Problem Management features and capabilities

" which includes the coordinator's permissions. This confirms these two roles are responsible for managing the problem

including communications. The problemtaskanalyst is limited to tasks. (ServiceNow Product Documentation

Quebec Release

"Roles in Problem Management").

2. ServiceNow Product Documentation - Problem Management process flow:

The documented process flow for Problem Management shows that communicating a workaround is a key step in the "Diagnose" phase

and communicating a fix is part of the "Resolve and Close" phase. These actions are performed by the user managing the problem

which is the problemcoordinator or problemadmin. (ServiceNow Product Documentation

Utah Release

"Problem Management state model and process flows").

The "Assign to me" UI action is designed to set the assignedto field to the current user. When the assignmentgroup field is empty, the system must also populate it to ensure proper routing and metrics. If the agent clicking the action is a member of only one group, the system automatically populates the assignmentgroup field with that group. However, if the agent belongs to multiple groups, the system cannot logically infer the correct group context for the assignment. To resolve this ambiguity, it presents a dialog box prompting the agent to select the appropriate assignment group from a list of their memberships.

B. An error is not displayed. The system provides a user-friendly prompt to gather the necessary information to complete the action.

C. The Assignment group field is intended to be populated by this action; it will not remain empty if the user completes the prompt.

D. Standard ServiceNow functionality does not use a "primary group" concept for users. The system requires an explicit choice when multiple options exist.

1. ServiceNow Product Documentation - Incident Management: The process for self-assignment is detailed

specifying the system's behavior in different scenarios. The documentation states

"If you belong to more than one assignment group

a dialog box appears. Select the group that you want to assign the incident to and click OK."

Source: ServiceNow Product Documentation

"Assign an incident to yourself

" Washington DC release.

2. ServiceNow ITSM Implementation Courseware: Official training materials for the CIS-ITSM certification cover the core functionalities of Incident Management

including the behavior of standard UI actions like "Assign to me." These materials explain that the system prompts for a group selection when a user is a member of multiple groups to ensure the incident is correctly categorized.

Source: ServiceNow Training and Certification

ITSM Implementation — Participant Guide

Section: Incident Management Fundamentals.

The Requested Item [screqitem] table is the correct source for this report. Each time a user orders an item from the Service Catalog, a unique Requested Item (RITM) record is created. This record contains all the specific details of that order, including the catalog item ordered and the values selected for its associated variables, such as 'extra memory'. Therefore, to compare how many requests for the 'Computer' item included extra memory versus the base configuration, one must report on the screqitem table and group the results by the specific variable that captures the memory choice.

A. Build report on SC Task table, Group by Variables for Computer > Extra memory: The Catalog Task table (sctask) contains fulfillment tasks. Reporting here is unreliable as an item may have multiple tasks or none at all.

C. Build report on Task table, Group by Variables for Computer > Extra memory: The Task table (task) is a base table for all tasks. It is too generic and does not directly contain catalog variable information.

D. Build report on Request table, Group by Variables for Computer > Extra memory: The Request table (screquest) is a high-level container for one or more requested items and does not store item-specific variable data.

E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory: The Catalog Item table (sccatitem) stores the definition of the item, not the transactional data of individual orders and their selected options.

1. ServiceNow Product Documentation

"Reporting on service catalog variables": This document explicitly states

"You can report on service catalog variables that are associated with a requested item." It guides users to select the Requested Item [screqitem] table as the data source when building such reports. (ServiceNow Product Documentation

ITSM

Service Catalog

Doc ID: KB0718148

Section: "Procedure").

2. ServiceNow Product Documentation

"Service Catalog data model": The official data model illustrates that the Requested Item [screqitem] table is the central record linking a Request (screquest) to a specific Catalog Item (sccatitem) and its associated Variables. This confirms it as the correct table for transactional reporting on ordered items and their options. (ServiceNow Product Documentation

ITSM

Service Catalog

Section: "Service Catalog data model").

3. ServiceNow Developer Documentation

"screqitem table": The API documentation for the screqitem table describes its purpose as managing "individual items in a request

" which includes the variables chosen for that specific item instance. (ServiceNow Developer Documentation

API Reference

Tables

screqitem).