App Engine

Getting Started Guide

Custom application development on the
platform
Introduction .................................................................................................................................................................... 3
Use case overview .....................................................................................................................................................................3

Begin with an MVP ......................................................................................................................................................... 5

Create application in ServiceNow Studio .............................................................................................................................5
Create the data model ............................................................................................................................................................6
Build the marketing design request form.............................................................................................................................12
Create the marketing design request record producer ..................................................................................................13
Create the fulfiller workspace ...............................................................................................................................................18
Set up the branding department approvers......................................................................................................................19
Submitting a request................................................................................................................................................................20
Add the workflow with Flow Designer ..................................................................................................................................22

Automate and Improve............................................................................................................................................... 32

Automating a manual task with Decision Builder ..............................................................................................................32
Add visibility and consistency to your workflow with a playbook ..................................................................................37

Expanding to a departmental solution ....................................................................................................................... 44

Add additional workflows.......................................................................................................................................................44
Create marketing department taxonomy..........................................................................................................................46
Add departmental workflows to the workspace...............................................................................................................49

Lab review .................................................................................................................................................................... 53

Troubleshooting............................................................................................................................................................ 54

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associated.
Introduction
ServiceNow is a powerful platform designed to streamline and
automate business processes. While out-of-the-box solutions
provide a great starting point, they may not always align with
your specific business requirements. In such cases, building a
custom application using App Engine can be the best
approach, offering flexibility, scalability, and tailored
functionality to meet your organization's unique needs.
This lab is structured into three phases, showcasing how to
rapidly build an application to deliver business value and then
expand upon it after the initial release. The application
developed in this lab enables efficient, structured service management for a team or department. It includes
service request functionality and provides users with a streamlined way to submit issues or inquiries.

Use case overview

When considering whether to build a custom application on the ServiceNow platform, it is important to
evaluate product workflows first. In general, it is best practice to utilize pre-built workflows when their value
chain aligns with business needs. Conversely, if a pre-built workflow is not designed for a specific purpose, it is
better to build a custom application rather than over-customize an existing one or misappropriate the service
catalog for workflows it is not intended to support.
Departments that perform functions beyond the out-of-the-box capabilities of existing products are strong
candidates for custom applications. This approach allows them to fully leverage the benefits of the ServiceNow
platform, including tailored data models, security, and user experiences specific to their unique use cases.
In this lab, we will build a custom application for a marketing department. We will start by creating a workflow
to manage marketing design requests, then identify opportunities to enhance business value, improve user
experiences, and ensure maintainability.

Marketing design Request Design Manager Approval

request initiated assigned to re-assigns Is design Y assigned to
Design Manager request to junior public- Branding Team
or senior graphic facing?

Marketing design
N request
complete
 Begin with an MVP
The first part of the lab will focus on one of
Begin with an MVP Automate and Expand to a dept the most common use cases: a request-fulfill
improve solution workflow.
Request/fulfill Use a taxonomy in EC
workflows
Decoupling logic with
Pro The request-fulfill workflow is the backbone of
Decision Builder
Custom data model Expand to support
ServiceNow applications, as it provides a
Using Playbooks to
improve the user
structured mechanism for managing service
Sequencing service
delivery with Flow experience requests and incidents. These workflows offer
Designer several key benefits:

• Efficiency and Automation. Streamlines service request handling, reducing manual intervention.
• Improved Task Management. Helps fulfillers track, prioritize, and complete requests effectively.
• Enhanced User Experience. Enables requestors to submit and monitor requests with ease.
• Scalability. Supports growing business needs by adapting to new service demands and departments.
In this phase you will build a minimum-viable-product (MVP)using ServiceNow Studio. The MVP will utilize a
custom data model, record producer, and a custom workspace. Flow Designer will be used to structure the
workflow.
Automate and improve
Simple request-fulfillment processes that are initially built using workflow elements such as approvals and tasks
can quickly become inefficient as complexity increases. Manual approvals, inconsistent decision-making, and
poor visibility into request statuses can slow down service delivery, frustrate employees, and ultimately impact
business productivity.
To address these challenges, ServiceNow offers Playbooks and Decision Builder, two powerful features that
enhance workflow automation, improve user experience, and ensure compliance with business policies.
This second section will enhance the MVP with a Playbook for step-by-step task guidance and improved user
experience. A Decision Table will also be added to encapsulate business decisions and decouple the logic
from the business process.

Expand to a departmental solution

Your request-fulfillment application is the first step toward full automation—not just a standalone process. To
maximize its impact, take a strategic approach to scaling workflow automation, improving efficiency, and
streamlining service delivery to enhance and support the initial workflow. This expansion transforms the initial
request process into a fully scalable departmental solution.
The final section of the lab will expand the request/fulfill process will be expanded to a departmental solution
by adding workflows and improving the workspace dashboard.
The lab is structured into three phases to demonstrate quickly building an application to realize business value
and then expanding after the initial release. The application structure built in this lab can be used to quickly
provide structured service management for a group or department. The application provides for service
request functionality as well as ways for service consumers to submit issues or questions.

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associated.
Begin with an MVP
Create application in ServiceNow Studio
ServiceNow Studio is the new development environment for the
ServiceNow Platform. It provides developers with a unified tool for all
application-building tasks, enabling fast innovation and the creation of
business-critical workflow applications within a complete builder
experience. Let’s get started!

Type servicenow studio in the Filter

Navigator and then click on the
ServiceNow Studio link. ServiceNow Studio
will open in a new browser tab.

Once ServiceNow Studio opens select the

Create button in the upper right of the screen.
Select App.

Enter Marketing Services in the Name field.

Select Continue.

ServiceNow Studio will create default roles for admin(s) and user(s) for
the Marketing Services application. Users assigned to these roles will be
members of the department and will play a role in service fulfillment as
fulfillers.

Accept the default admin and user roles.

Select Continue.

Select the Refresh option to refresh the Apps

List and select Marketing Services.

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 Select the More options ellipsis in the upper right of the Apps List and the
select Show parent categories.

The Show parent categories option

changes how the application files will be
grouped.

Create the data model

The first step in creating an application is defining the data. This lab will utilize the table inheritance feature of
the platform and extend the system Task table for all requests. This will allow the Marketing Services application
to access base fields and capabilities of the platform such as assigning requests to users and asking for
approvals.

Select the Create + button to the left of the file navigator.

Select File.

Select Data.
Select Table.
Select Continue.

Select Create a
blank table.
Select Continue.

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associated.
 Select the Create from an existing table.
Select Continue.

Set the Table field to Task.

Select Continue.

Set the Table label field to Marketing Design Request

Select Auto number.
Set the Prefix field to MDREQ

The next step is to setup permissions for the

Marketing Design Request table. Assign full
permissions to the admin role by selecting All.
Select the Create, Read and Write permissions for
the user role. Select Continue when done.

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 Select Edit Table once your table is ready.

Select the X on the upper right to close the

Welcome to Table Builder dialog or the Next
button on the lower right to take a tour of
Table Builder features.

Select the Add new field option to add a field to

the Marketing Request table.
Enter Project name in the Column label cell
Hover over the blue dot.
Select Open Side panel.

In the Properties side panel, select Mandatory.

Enter 160 for the Max. length.
Select Save.

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 Following the same steps, create another field with
the Column label Special instructions.

Set the Max. length to 400.

Select Save.

Repeating the same steps again,

create another field with
the Column label Design copy.

Set the Max. length to 160.

Select Save.

Select Add new field.

Enter Media type in the Column label cell.
Select the Type (currently set to String) cell.
Select Choice.

Set Choice Type to Dropdown with -- None --.

Enter Digital in the Choices field.
Select Add.

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 Enter Print in the Choices field.
Select Add.

Select Done.

Select Add new field.

Enter External in the Column label cell.
Select the Type cell.

Select True/False

Find the existing State column by searching for it in the

upper right or paging to it in the lower center.

Select Open side panel.

Select Edit (6) in the in the Properties

side panel.

10

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 Select the Work in Progress
choice and replace the label with
Assigned.

Scroll down until you see the + Add

a choice and select it.
Enter Design complete in the
Label field.
Enter 8 in the Value field.
Drag the choice you just entered
below the Assigned choice and
above the Closed Complete
choice.
Select Apply.

Confirm the Changing this will create

an override dialog.

Select Save in the upper right corner.

11

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associated.
 Build the marketing design request form
Select Forms.

Hover over the

Configuration
item field and
select Delete Field.
Repeat to delete the Active checkbox from the form.
Repeat to delete the Parent field from the form.

Drag the Media type field on to the form

underneath the Assigned to field.

Drag the External field on to the form

underneath the State to field.

12

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 Drag Project name above Short
description.

REPEAT FOR THE FOLLOWING FIELDS:

Drag Design copy below Project name.
Drag Special instructions below Design
copy.

Delete Short description from the form.

Select Save.

Create the marketing design request record producer

Select the Create + button to the left of
the file navigator.
Select File.

Select User Interface.

Select Record Producer.
Select Continue.

Select AES Record Producer.

13

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 Enter Marketing Design Request for Item Name.
Select Continue to Destination.

Set the Record

submission table field
to Marketing Design Request.
Select Continue to Location.

Select Browse to view the Catalogs.

Move Service Catalog from Available

options to Selected catalogs.
Select Save selections.

Select Browse in the Categories section.

14

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 Move Departmental Services from Available options to
Selected categories.
Select Save selections.

Select
Continue to
Questions.

Select Insert new question.

Set the Question type to Text.

Set the Question subtype to Single-line.

Select Map to a specific field on the table.

Choose Project name for the Table field.
Enter Project name for the Question label.
Select Mandatory.

Select Insert question at the bottom of the screen.

15

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Repeat the same steps to insert the following additional questions.
Question type Question subtype Map to a specified Table field Question label Name Mandatory
field on table

Text Multi-line X Description Description description X

Text Multi-line X Design copy Design copy design_copy

Text Multi-line X Special Special special_instructions

instructions instructions

Toggle Check box X External External external

Select Insert new question.

Set Question type to Choice.

Set Question subtype to Dropdown (fixed values).

Select Map to a specific field on the table.

Set Table field to Media type.
Enter Media type for Question label.
Enter media_type for Name.
Select Mandatory.
Select Continue to Choices.

16

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 Select Include none choice.
Select the (+) to add to the Available Choices.

Enter Print for the Display name.

Enter print for the Value.
Select the (+)
Enter Digital for the Display name.
Enter digital for the Value.

Select Insert question at

the bottom of the
screen.

Select Review and submit.

Select Submit.

17

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associated.
Create the fulfiller workspace
Workspaces are a great option for departments. Workspaces
can be tailored specifically for department needs and can
simplify interacting with the platform.

Select the + button to the left

of the file navigator.
Select File.

Select User Interface.

Select Workspace.
Select Continue.

Select Begin.

Accept the provided defaults for the

workspace design and select Continue.

Select Continue.

Select Done.
18

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Set up the branding department approvers
Exit ServiceNow Studio and return the platform.
Select All in the Filter Navigator.
Type sys_user_group.list in
the Filter Navigator search and
press the Enter key.

The Groups List View will load

displaying the existing Groups.

Select the New option in the upper right of the List View.

Enter Branding Dept in the Name field.

Right-click in the gray bar at the top of
the form view and select Save.

Select the Group Members tab.

Select the Edit button to add members.

Search for Users on the left side of the Slush

Bucket.
Use the [>] button to select add the Users to the
group. ADD:
Andrew Och
Beth Anglin
Luke Wilson
Select Save.

19

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associated.
 Follow a similar process to add a Role.
Select the Roles tab.

Select Edit.

Search for *market.

Add the user role from the Marketing Services app
to the Branding Dept Group. (Your role may have a
slightly different prefix)
Select Save.

Submitting a request
Return to ServiceNow Studio.
Open the Marketing Services workspace.

Select Preview.

Observe that Unassigned Tasks is

0.

20

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associated.
 Return to the platform.
Search for portal in the Filter Navigator.
Select Service Portal Home.

The Service Portal will open in a new tab.

Search for marketing.

Select Marketing Design Request from the search results.

Complete the Marketing Design Request form.

Select Submit when

you are done.

Return to the Marketing Services

workspace.
Observe that Unassigned Tasks is
now 1.
Select 1 to view the new
Marketing Design Request
submission.

21

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associated.
Add the workflow with Flow Designer
Now we will utilize Flow Designer to build a workflow to standardize the way that the Dept
processes requests. We will configure the workflow to execute whenever a Dept Request is
submitted. This workflow will request an approval from a Group of Users designated as
Dept Request Approvers.

Return to ServiceNow Studio.

Expand the Table category and select
the Marketing Design Request table.
Select Flows.
Select Add new flow.

Enter Marketing design request created for

the Name.
Select Show advanced options.

Select Run as and set to System user.

Select Continue.

Select When the record is created.

Select Continue.

22

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associated.
 Select Add a node.

Select Action.

Select Update Record.

Select the Data Pill Picker.

Select Trigger – Record Created.
Select Record.

Select Add field value.

Set Fields to Assigned to.

Set Value to David Loo.

23

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associated.
 Select Done.

Select Add a node.

Select Action.

Select Wait for Condition.

Select the Data Pill Picker.

Select Trigger – Record Created.

Select Record.

Select Edit.

24

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associated.
 Set field to State.
Set Condition to is.
Set Value to Design complete.
Select Done.

Select Add a node.

Select Flow Logic.

Select If.

Select Edit.

Select the Data Pill Picker.

Select Trigger – Record

Created.
Select Record.
Select External.

Select Done.

25

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associated.
 Select the (+) on the true
branch.

Select Action.

Select Ask For Approval.

Select the Data Pill Picker.

Select Trigger – Record Created.

Select Record.

Select the Approve Approval Action.

Change to Approve or Reject.

Select -Choose approval rule.

Change to Anyone approves

or rejects.

26

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 Select Add Group.

Select Pick a group.

Search for brand.

Select Branding Dept.

Select Done.

Select (+) to add Flow

Logic after the
approval.

Select Flow Logic.

Select If.

Select Edit.

Select the Data Picker Pill.

Select 4 – Ask For Approval.

Select Approval State.

27

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Select Select a choice.
Select Approved.

Select Done.

Select the (+) on the false branch.

Select Action.

Select Update Record.

Select the Data Pill Picker.

Select Trigger – Record

Created.
Select Record.

28

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 Select Add field value.

Select Select a field.

Search for state.
Select State.

Select Select a choice.

Select Closed Incomplete.

Select Done.

Select (+) below the Action you just

created.

Select Flow Logic.

Select End Flow.

Select Done.

29

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Select Add a node below the If
Action.

Select Action.

Select Update Record.

Select the Data Pill Picker.

Select Trigger – Record Created.

Select Record.

30

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associated.
 Select Add field value.

Select Select a field.

Search for state.

Select State.

Select Select a choice.

Select Closed Complete.

Select Done.

Select Save.
Select Activate.

Select Activate.

31

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Automate and Improve
Automating a manual task with
Decision Builder
Select the + button to the left of the file
navigator.
Select File.

Select Automation.
Select Decision table.
Select Continue.

Enter Choose graphic designer for the Name.

Select Build decision table.

Select (+) Add.

32

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associated.
Enter Request for
the Label.
Set the Type to
Reference.

Set Table to Marketing

Design Request.

Toggle Mandatory off.

Select Add condition
column.

Select (+) Add condition column.

Enter Is external for the Condition

column label.
Select Field for Data to evaluate.
Select the External field on the
Marketing Design Request table for
Field.
Select Done.

33

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 Select (+) Add result column.

Enter Graphic designer for Result

column label.
Select Reference for Result type.
Select User [sys_user] for Result table.
Select Done.

Select the empty Is external condition.

Select true.
Select OK.

Set the true result

to Bud Richman.

Set the Default

result to Howard
Johnson.

Select Save.

Select Publish.

Confirm and select Publish.

34

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 Return to the Marketing Design Request table.

Select Flows.
Select the Marketing
design request created
flow.

Select the (+) directly below the Trigger.

Select Flow Logic.

Select Make a decision.

Set Decision Table to

Choose graphic designer.
Toggle Use Branches off.

Select the Request Data Pill Picker.

Select Trigger – Record Created.

Select Record.

35

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Select Done.

Select the ellipsis on the Update

action immediately following the
Make a decision action.

Select View.

Select the Fields Data Pill Picker.

Select 1 – Make a Decision.

Select Decision Table Multiple Result Record.
Select Result elements.
Select Graphic designer.

Select Done.

Select Save.
Select Activate.

Confirm by selecting Activate.

36

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 Add visibility and consistency to your workflow with a playbook
Select the + button to the left of the file
navigator.
Select File.

Select Automation.
Select Playbook.
Select Continue.

Enter Marketing
Design Request for
Playbook name.

Select Build Playbook.

Select Start.

Select Define your own conditions for when your

process runs.
Choose Record create for Trigger type.

Choose Marketing Design Request for Table.

Select Done.

37

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 Select the (+) to add a new stage.

Select Create a stage.

Enter Create Design for the Label.

Select Save and close.

Hover over the Create Design stage until the (+) buttons
appear on either side.
Select the (+) to the right of the Create Design stage to add a
second stage.
Select Create a stage.

Enter Review Design for the Label.

Select Save and close.

Select the (+) button in the Create Design stage.

Select the Add an activity button in the popup.

Select Autocompleting
User Form.

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associated.
 Enter Complete Marketing Design for Label.
Select the Automation tab.

Select the Record Data Pill Picker.

Select the Trigger.

Select the trigger record.

NOTE: Your labels may appear slightly differently.

Select Add Condition.

NOTE: You may need to save the changes on the panel and reopen if
Add Condition does not appear.

Select State for field.

Select is for the operator.

Select Design complete for the value.

Select Save.

Select UI Layout.

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associated.
Remove the This activity > Label data pill from
the Title field.

Select the Title Data Pill Picker.

Select the Trigger.
Select the trigger record.

Select Project name.

NOTE: Your labels may appear slightly differently.

Enter description,special_instructions,
design_copy,media_type,external for
Record fields.

Enter assigned_to,state for Form fields.

Select Associated Record for Attachment source.

Select Save and close.

Switch to the 2. Review Design stage.

Select (+).
Select Add a decision.

Select Branches.

Enter Is external for Branch label.

Select Add Condition.

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associated.
 Select Trigger – Marketing Design Request for Field.
Select External.

Select is for Operator.

Select true for True/False.

Select Save and close.

Select (+) on the Is external branch.

Select Add an activity.

Select View Approval Requests.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Select Automation.
Select Add Condition.

Select the Approval for for Field.

Select is for Operator.
Select the Value Data Pill Picker.
Select Trigger.
Select the trigger record.
NOTE: Your labels may appear slightly differently

Select Save and close.

Select Activate for the playbook.

Open the Marketing Services workspace.

Select Record Pages.

Select Marketing Design Request Record Page.
Select Record details.

Select + Add a playbook.

If this option isn't available, check the Troubleshooting section at the end of the lab.

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associated.
 Enter Playbook for Tab name.
Select Global Playbook Experience for Playbook experience.
Select Add.

When new Marketing

Design Requests are
submitted, the Playbook
opens in a new tab,
providing clear context
for the marketing team
and ensuring they
understand the purpose
and importance of each
step in the workflow.

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associated.
 Expanding to a departmental solution
Your first request-fulfill workflow is the first step toward full automation-not
just a standalone process. To maximize its impact, take a strategic
approach to scaling workflow automation, improving efficiency, and
streamlining service delivery to enhance and support the initial workflow.
This expansion transforms the initial request process into a fully scalable
departmental solution. Here are key workflows that can complement
and expand your automation efforts:

Add additional workflows

By expanding your workflows strategically, you create a seamless, efficient service experience, reducing
manual effort and ensuring consistent service delivery across your organization. Utilize the steps from the
marketing design request to configure workflows for inquiries and issues.
Create tables Table label= Marketing Inquiry. Table label= Marketing Issue.
Both tables should
start from a blank
Auto number=Selected. Auto number=Selected.
table and extend Prefix=MKTINQ. Prefix=MKTISS.
Task the same as the
Marketing Design
Request table.

Apply the same permissions as before. Apply the same permissions as before.
Add fields Label=Inquiry summary Label=Issue summary
Type=String Type=String
Max length=160 Max length=160

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associated.
 Configure form Add the Inquiry summary field above Add the Inquiry summary field above
Remove the same the Description field. the Description field.
fields from the form:
Replace the Priority field with the
- Configuration item Impact field.
- Parent
- Active
- Short description

Create record Item name=Marketing Inquiry Item name=Marketing Issue

producer
Set the Catalog to
Destination (Record submission Destination (Record submission
Service Catalog. table)=Marketing Inquiry table)=Marketing Issue
Set the Category to
Departmental
Services.

Add the questions:

• Inquiry/Issue
summary (Single
line)
• Description (Multi- Configure the Impact question the
line)
same way that you configured Media
When adding type in the previous record producer.
questions, make sure Use the following Choices:
to select Map to
specified field on
table and provide
the Table field,
Question field and
Name. Name
should be all lower
case with
underscores instead
of spaces.
Don’t forget to
Submit both record
producers when
complete!

45

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associated.
Create marketing department taxonomy

Return to the platform.

Enter advanced portal in the filter
navigator.
Select Advanced Portal Navigation.

Hover over the Employee Center link.

Select the Preview Employee Center link.

Select Open Record.

Switch to the Employee Center Pro

application by selecting here.

Unselect Active.

Select Update to save your changes.

Select the Application Picker.

Search for employee.

Select Employee experience taxonomy.

46

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Search for taxonomy in the filter navigator.
Select Taxonomies.

Select the Employee Taxonomy.

Select New to add a new Child

Topic.

Enter Marketing for the Name.

Right-click in the gray bar and select Save.

Select New to add Connected

Content to the Marketing Topic.

47

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Select Catalog Item for Content Type.
Select Marketing Design Request for Catalog
Item.
Select Submit.

Repeat for Marketing Issue.

Repeat for Marketing Inquiry.

Select the Application Picker.

Search for marketing.

Select Marketing Services.

Search for employee in the filter navigator.

Select Employee Center.

48

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Select Marketing.
Observe that the
newly created
requests are
grouped together in
the taxonomy under
the Marketing Topic.

Add departmental workflows to the workspace

A well-structured workspace improves task visibility, reduces
response times, and ensures that fulfillers have all the necessary
tools and information in one place.
By leveraging Workspaces, departments can standardize
processes, reduce manual effort, and improve collaboration—
leading to better service delivery, higher productivity, and
organization-wide operational improvements.

Return to ServiceNow Studio.

Open the Marketing Services workspace.

Select List.

Select (+) Add list category.

Enter Marketing Issues for Name.

Select Add.

49

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Select (+) Add filtered list.

Enter Open for Name.

Choose Marketing Issue for Table.
Select Add.

Select Apply conditions.

Select Active for the Field.

Select is for the Operator.
Select true for the Value.
Select Apply filter.

Select Save.

Use the Marketing Design Request filtered lists as a guide to configure additional filtered lists.
Repeat for Marketing Inquiries.

Select Preview to open the workspace.

Select Edit.

50

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
 Select the ellipsis for the Critical Tasks data visualization.
Select Delete.

Select Add new element.

Select Data visualization.

Choose New Visualization.

Drag the new Data

visualization to the
location where you just
deleted Critical tasks
from.
Resize to match the
other data visualizations
in the row.

Select Visualization type (Single score)

Select Horizontal bar.

Expand the Header and border section.

Enter Open Tasks for Chart title.

Select + Add data source.

Search for task.

Select Task [task].

51

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
Select + Add custom conditions.

Set Task type to be

Marketing Design
Request OR Marketing
Inquiry OR Marketing
Issue AND Active = true.

Select Add this source.

In the Group by section, select the Edit.

Set Field for Task to Task type.
Select Apply.

Resize the Data

visualizations
using the
thumbs in the
lower corners if
you wish.

Select Save and Exit editing mode.

52

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associated.
Lab review
Thank for you for completing this App Engine lab!
The initial phase of the lab focused on developing a minimum
viable product (MVP) for a request-fulfill workflow. This was
achieved using ServiceNow Studio, incorporating:
• A custom data model to store request details.
• A record producer to enable end-users to initiate requests
efficiently from a service portal.
• A custom fulfiller workspace designed for streamlined
service delivery.
• Flow Designer to structure the overall workflow and
automate process execution.
This foundational setup allowed for quick deployment, ensuring
core functionality was in place to facilitate request submission
and fulfillment.
Following the MVP, the application was enhanced for usability
and efficiency. Improvements included:
• Decision Table Integration: A business decision was encapsulated in a Decision Table, separating logic
from the core business process. This enabled more flexible, rule-driven automation without hardcoding
logic into workflows.
• Playbook Implementation: Provided step-by-step task guidance, improving user experience and
process adherence.
These refinements streamlined request handling and improved overall user interaction.
Building on the request/fulfill model, the application was expanded to support departmental operations by:
• Expanding the initial service request to include inquiry and issue workflows to support a broader range
of user needs.
• Enhancing the workspace dashboard for better visibility and management of ongoing requests.
This final phase transformed the initial MVP into a structured service management solution, offering a scalable
approach for service requests, issue reporting, and inquiry submission within a department or group.

This lab demonstrated the rapid development of a ServiceNow application that delivers immediate business
value, with the ability to expand and evolve post-initial release.

53

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
Troubleshooting
This lab uses App Engine Builders in ServiceNow Studio. If your version of ServiceNow Studio uses different
builders for tables and workspaces, make sure to update App Engine Studio.

Search for application manager in the filter navigator.

Select Application Manager.

Search for AES.

Select the App Engine Studio

card and follow the steps to
install or upgrade.

Repeat for Playbook Experience.

Repeat for Process Automation Designer.

54

© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
This lab has no other special requirements. The steps in this lab have been tested with Yokohama. If you're
running into issues on an older instance, upgrading it might help.

Open your account in [Link]

Select Upgrade Instance.

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© 2025 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.