serac

Create and debug ServiceNow ACLs (record, field, REST, script-include). Covers role/condition/script patterns, evaluation order, field-level visibility, and impersonation testing for row- and field-level security.

Build ServiceNow Agent Workspace configurations — workspaces, lists, forms, contextual side panels, Agent Assist similar-record finders, and workspace-specific UI actions on sys_aw_* tables.

Configure ServiceNow approval rules and sysapproval_approver records — manager/group/script approvers, multi-level routing, delegation via sys_user_delegate, and parent-record state rollup.

Manage ServiceNow hardware assets, software licenses, and lifecycle states on alm_hardware/alm_license — license allocation, CMDB-to-asset linking, warranty tracking, inventory aggregation (HAM/SAM).

Build ServiceNow Automated Test Framework tests and suites — impersonation, form steps, assertions, server-side script steps, test parameters, and execution via snow_create_atf_test / snow_execute_atf_test.

Write ServiceNow business rules (before/after/async/display) — current vs previous, changesTo/changesFrom, recursion avoidance, setAbortAction, and async dispatch for heavy work.

Build ServiceNow Service Catalog items, variables, variable sets, catalog client scripts, record producers, and order guides with reference qualifiers and dynamic pricing.

Create and transition ServiceNow change requests (normal/standard/emergency), change tasks, affected CIs, approval routing, CAB scheduling, and conflict detection across maintenance windows.

Write ServiceNow client scripts (onLoad/onChange/onSubmit/onCellEdit) using g_form, g_user, GlideAjax, field visibility/mandatory toggles, and validation with debounced server calls.

Create ServiceNow CIs and cmdb_rel_ci relationships, walk upstream/downstream impact, detect orphan/stale CIs, and align discovered CIs with the proper sys_class_name hierarchy.

Review ServiceNow server-side scripts for ES5 violations, ACL/injection/XSS issues, N+1 queries, missing setLimit/error handling, hard-coded sys_ids, and business-rule recursion risks.

Build ServiceNow Customer Service Management — customer_account, customer_contact, sn_customerservice_case routing, service entitlements with usage decrement, and Customer Portal case submission widgets.

Manage ServiceNow dictionary (sys_dictionary), table/field creation, choice lists, dictionary overrides, and sys_data_policy2 rules that enforce mandatory/read-only/visible field behavior on the data layer.

Configure ServiceNow Discovery — schedules, IP ranges, credential affinities, MID Server assignment, custom probes/sensors, identification rules, and run-status monitoring on discovery_* tables.

Handle ServiceNow attachments via GlideSysAttachment, copy files between records, generate documents from sys_report_template, produce PDFs, version dms_document records, and enforce attachment access checks.

Configure ServiceNow multi-tenant domain separation — domain hierarchy, sys_user_has_domain membership, domain-aware vs cross-domain queries, MSP tenant onboarding, and domain picker logic.

Create ServiceNow sysevent_email_action notifications — templates with substitution variables, mail scripts for dynamic content/recipients/attachments, custom events, weights, and digest configuration.

Enforce ES5-only syntax for ServiceNow server-side scripts (Rhino engine) — convert const/let, arrow functions, template literals, destructuring, for-of, and async/await to ES5 equivalents.

Build ServiceNow Event Management — push events to em_event, write event rules with severity transforms, configure alert correlation, dependent-CI rollups, and metric-threshold event generation.

Build ServiceNow Field Service Management — wm_order work orders, wm_task tasks, wm_resource technicians with skills/territories, dispatch/auto-assignment, mobile status updates, and time entries.

Build ServiceNow Flow Designer flows via the dedicated tool — triggers, IF/ELSE/TRY/CATCH placement rules, subflows, script actions with inputs/outputs, and REST step configuration. Never use background scripts on sys_hub_* tables.

Write efficient ServiceNow GlideRecord queries — addQuery vs addEncodedQuery, setLimit, GlideAggregate for counts, avoiding N+1 in loops, query operators, and safe CRUD with workflow control.

Build ServiceNow GRC — sn_compliance_policy lifecycle, sn_compliance_control tests, sn_risk_risk assessment with inherent/residual scoring, audit engagements, and findings remediation.

Build ServiceNow HR Service Delivery — sn_hr_core_case from Employee Center or HR catalog, sn_hr_le_lifecycle_event onboarding/offboarding with templated activities, and HR document generation.

Move data in and out of ServiceNow — CSV parsing into import sets, GlideImportSetTransformer runs, CSV/JSON/XML exports, scheduled data sources, bulk update and deleteMultiple safety patterns.

Manage ServiceNow incidents — creation with impact/urgency priority calc, auto-assignment by category, reassignment tracking, major incident declaration with bridge calls, time-based escalation, MTTR metrics.

Harden a ServiceNow instance — password complexity, session timeout, MFA enforcement, input sanitization for XSS/injection, security properties, syslog events, and security health checks.

Build ServiceNow IntegrationHub spokes — sn_ih_spoke definitions, sn_ih_action with inputs/outputs, REST/script steps, connection and credential aliases (sys_alias), and retry logic for transient failures.

Build ServiceNow Knowledge Management — kb_knowledge articles, draft/review/published workflow, kb_category placement, full-text search with snippets, article templates, and kb_feedback rating rollup.

Use tool_search to discover and enable lazy-loaded Serac MCP tools (snow_*, jira_*, github_*, etc). Explains naming conventions, search strategies, and always-available activity tools.

Communicate with ServiceNow MID Servers via the ECC queue — send Command/JSProbe/PowerShell/SSHCommand payloads to ecc_agent, build custom probes/sensors, and monitor MID health on ecc_agent.

Configure ServiceNow Mobile (Now Mobile/Agent) — sys_sg_mobile_app screens, card builders, push notifications, offline sync rules, mobile actions for barcode/GPS, and offline-queue change processing.

Use ServiceNow events (sysevent) — gs.eventQueue dispatch, sysevent_register definitions, sysevent_script_action handlers, delayed events with process_on, and reminder/state-change patterns.

Build ServiceNow Performance Analytics — pa_indicators (count/sum/avg/percentage), pa_breakdowns, pa_thresholds with severity colors, pa_widgets, and pa_dashboards for KPI tracking.

Use ServiceNow Predictive Intelligence — sn_ml.ClassificationPredictor for auto-categorization, SimilarityPredictor for related records, ClusteringPredictor, model training/retraining, and prediction-feedback accuracy tracking.

Manage ServiceNow problems — create from linked incidents, proactive pattern detection, RCA with 5-Whys, known_error workarounds (KEDB), KEDB search by CI/category/keywords, and permanent-fix linkage to changes.

Build ServiceNow reports (list/bar/pie/line/pivot/single-score) on sys_report, sys_dashboard layouts with widget placement, scheduled report delivery, and drill-down configuration.

Handle ServiceNow service requests — sc_request/sc_req_item creation from catalog items, sc_task fulfillment with auto-close on completion, RITM variable access via sc_item_option_mtom, and approval status rollup.

Make outbound REST calls from ServiceNow with sn_ws.RESTMessageV2 — basic/bearer/OAuth/API-key auth, error handling by status code, response parsing, sys_rest_message records, and retry with exponential backoff.

Create ServiceNow scheduled jobs on sysauto_script — daily/weekly cron patterns, batch processing with time/runtime limits, conditional execution, error notifications, and metrics recording.