Customization, Coding Pitfalls, Errors

[igaray]

Coding, scripting,   and developing is a lot like the game Pitfall. In Pitfall it is jump over this, avoid that, skip to here and then you're safe! Until you realize that your code doesn't work because there is a mistake and it killed your entire application.

Then you're stuck, so when you have no where left to turn you call:

Your Friendly Support Engineer!

Now The Questions Begin, Be Prepared, Look Like a Pro

What is Considered a Customization?

A Configuration is anything that is not shipped with the baseline product, but can be added using Service Now deployed tools. An example of this would be a new client script, a new business rule, or a new UI Policy using the Glide Libraries. A Customization is an altered configuration that goes beyond the platform methods. An example of this would be a new client script, business rule, or UI Policy that uses anything except Glide Libraries. For more on configurations and customizations, see Ch-ch-ch-changes: customizations vs. configurations.

Customer Support is limited to Configuration assistance with...

Examples of Configurations that are supported:

1. UI policy that does not have any code associated with it.   The UI Policy is strictly made with the conditions builder.
2. A Client Script that is limited to Service Now provided objects like GlideRecord.

Customizatihttp://www.google.comons that Support cannot assist with...

Examples of Customizations that are not supported:

1. UI Policy is not working, because it is buried under client scripts with JQuery and Java Script not using the Glide Libraries.
2. A Client Script that uses GlideRecord, and also has JavaScript, JQuery, Angular within it.

Support loves to help customers because it's rewarding and fun to see customers excited about getting something done right.   Unfortunately, Support is limited to non-Customization incidents only. ServiceNow support is always looking for opportunities to help the customer set themselves up for success and with that we share our latest content on social media to help spread the reach of solutions, workarounds and best practices we put together.

I am hoping by outlining some of the things that ServiceNow support can and cannot do will help you...

1. Find issues effectively.
2. Ask better directed questions to support to get over the Customization HUMP.
3. Get the support you need.

Over time I started noticing little things that customers CAN do to help themselves to avoid coding pitfalls. I will be sharing blog posts on coding best practices, to help you understand customizations and configurations a bit better so that support can work with you when things start getting dodgy.

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