ServiceNow: Building Powerful Workflows

Understanding behaviour

Most users use the modules in the application navigator as the starting point for queries. To perform the aforementioned inefficient query example, there may be a module called All tasks in the application navigator that returns all the 500,000 task records, and then users simply perform the grouping.

Understanding what users are doing is often very instructive. For example, why did they perform this query? What are they trying to achieve? You may want to review the transaction log to get the answers, but simply asking them can be more useful.

Providing efficient modules that show relevant, filtered data is a good way to nudge the user into making more efficient queries. An optimization would be to add a time-based ...