Extending ServiceNow App compatibility to custom ServiceNow tables

Problem Description

The NetBrain app in ServiceNow App store is compatible for 3 types of tables under the Global scope:

1. incident
2. change_request
3. problem.

By default, NetBrain maps are only appended to these default tables. If user has requests to extend NetBrain Trigger result to other tables, then it's possible to edit/clone the backend configurations of these default tables to other tables.

Resolution

Once the ServiceNow app is configured, configurations are added to the following modules in ServiceNow.

1. Business Rules   (under System Definition)
2. Formatters   (under System UI)
3. Client Scripts   (under System Definition)
4. Application Cross-Scope Access   (under System Applications)

1. Updating the Business Rule

1. In ServiceNow, navigate to System Definition --> Business Rules
2. Search "nb" in Name field
3. Click on NB Rule checker For Incident
4. Switch application scope to NetBrain
5. Change the Table field from Incident [incident] to any target table that need to extend NetBrain Trigger result, in this example, we change it to IT Incident [x_it_incident]
6. Click Update button to save the change
7. Search in Name field for Modify
8. Click on Modify Checker For Incident
9. Switch application scope to NetBrain
10. Change the Table field from Incident [incident] to any target table that need to extend NetBrain Trigger result, in this example, we change it to IT Incident [x_it_incident]
11. Click Update button

2. Updating the Formatters

1. In ServiceNow, navigate to System UI --> Formatters
2. Search "Trigger" in Name field
3. Open TriggerResultFormatterForIncident
     
4. Switch application scope to NetBrain
5. Change Table field from Incident [incident] to IT Incident [x_it_incident]
6. Click Update button to save the change

3. Updating Application Cross-Scope Access

1. In ServiceNow, navigate to System Applications --> Application Cross-Scope Access
2. Click New button to create new privilege from NetBrain source scope to IT target scope with target name " x_it_incident ' to allow CREATE/DELETE/WRITE/READ operations

4. Changing the Default View of x_it_incident table

1. Open Form Layout of the table
2. Select Default View in View Name
3. In Section, click New... to create a new section
4. Find TriggerResultFormatter For Incident from Available and push it to Selected
5. Click Save to save the Form Layout