Troubleshooting practice questions

Which TWO actions are valid for handling errors in a Flow Designer integration action? (Choose two.)

Trap 1: Return a specific error code as a flow variable.

Error handling is done via error blocks, not return variables directly.

Trap 2: Send an email notification to the system administrator using a…

While possible via a separate notification step, the action itself does not send email; you would add a subsequent action.

Trap 3: Set the action to automatically retry on failure without…

Retry must be explicitly configured; there is no automatic retry.

A
Configure the action to log error details to a local log table.
Logging errors to a table is a common pattern.
B
Use an 'if' condition to check the HTTP status and branch accordingly.
Checking status code allows conditional error handling.
C
Return a specific error code as a flow variable.
Why wrong: Error handling is done via error blocks, not return variables directly.
D
Send an email notification to the system administrator using a notification action.
Why wrong: While possible via a separate notification step, the action itself does not send email; you would add a subsequent action.
E
Set the action to automatically retry on failure without configuration.
Why wrong: Retry must be explicitly configured; there is no automatic retry.

Question 2hardmultiple choice

A UI Macro that displays a custom header is not appearing on the form. The macro is referenced in a UI16 theme. What is the first troubleshooting step?

Trap 1: Check the browser's HTML source for the macro's placeholder.

This can help but is not the most direct initial step.

Trap 2: Ensure the UI Macro is in the global scope.

Scope issues are possible but syntax errors are more common.

Trap 3: Verify that all referenced UI Scripts are loaded.

UI Scripts are not typically used in UI Macros; macros use Jelly.

A
Check the browser's HTML source for the macro's placeholder.
Why wrong: This can help but is not the most direct initial step.
B
Ensure the UI Macro is in the global scope.
Why wrong: Scope issues are possible but syntax errors are more common.
C
Verify that all referenced UI Scripts are loaded.
Why wrong: UI Scripts are not typically used in UI Macros; macros use Jelly.
D
Examine the UI Macro record for syntax errors in the HTML or Jelly script.
Syntax errors are the primary reason UI Macros fail to render.

Question 3hardmultiple choice

A developer is troubleshooting a client script that hides a field on a form when a condition is met, but it is not working. The script is attached to the 'g_form' object in Studio. What is the most likely reason?

Trap 1: The script is using a deprecated API.

Incorrect. The API for hiding fields (g_form.setVisible) is not deprecated.

Trap 2: The script is not running due to a missing 'Run As' role.

Incorrect. Client scripts do not have a 'Run As' role; that is a server-side script feature.

Trap 3: The field is not part of the application scope.

Incorrect. Client scripts can access any field on the form regardless of the field's scope.

A
The client script is set to run on the 'Load' event instead of 'Change'.
Correct. The script is attached to the Load event, so it only runs once when the form loads and does not re-evaluate when the condition changes. Changing the event to Change will fix it.
B
The script is using a deprecated API.
Why wrong: Incorrect. The API for hiding fields (g_form.setVisible) is not deprecated.
C
The script is not running due to a missing 'Run As' role.
Why wrong: Incorrect. Client scripts do not have a 'Run As' role; that is a server-side script feature.
D
The field is not part of the application scope.
Why wrong: Incorrect. Client scripts can access any field on the form regardless of the field's scope.

Question 4hardmultiple choice

A senior developer is troubleshooting a performance issue in a Production instance. The instance has a large number of Business Rules that run on the incident table. One particular Business Rule, 'Update CI Impact', runs on the 'After Update' order and performs a GlideRecord query on the cmdb_ci table based on the incident's configuration item (ci) field. The query uses a filter to find all CIs related to the same location as the incident. Recently, users have reported that saving an incident takes over 30 seconds. The developer suspects this Business Rule is the cause. The developer examines the script and finds it uses a synchronous GlideRecord query with no scoping on the query. The developer wants to minimize impact on performance without removing the functionality. Which approach should the developer take?

Trap 1: Add an index on the cmdb_ci table for the location field and use an…

Plausible but still synchronous; performance gain may be insufficient.

Trap 2: Move the logic to a scheduled job that runs every hour instead of…

Incorrect: Changes functionality by delaying updates, likely unacceptable.

Trap 3: Convert the GlideRecord query to use GlideRecordSecure to limit…

Incorrect: GlideRecordSecure is for security, not performance.

A
Change the Business Rule to run asynchronously using the 'Async' checkbox in the Business Rule form.
Correct: Async execution prevents blocking the user transaction.
B
Add an index on the cmdb_ci table for the location field and use an efficient query.
Why wrong: Plausible but still synchronous; performance gain may be insufficient.
C
Move the logic to a scheduled job that runs every hour instead of on every update.
Why wrong: Incorrect: Changes functionality by delaying updates, likely unacceptable.
D
Convert the GlideRecord query to use GlideRecordSecure to limit access.
Why wrong: Incorrect: GlideRecordSecure is for security, not performance.

Question 5hardmultiple choice

A developer is troubleshooting a UI policy that sets a field to mandatory when another field equals 'Yes'. The UI policy works on desktop but not on the mobile app. What is the most likely cause?

Trap 1: The UI policy is set to 'Run on mobile' but the script is…

Incompatible script would likely cause an error, not silent failure.

Trap 2: The field is not available on the mobile form.

If the field is not present, the policy might not apply, but the most common reason is the run option.

Trap 3: The mobile app uses a different table.

Mobile app typically uses the same table but a different user interface.

A
The UI policy is set to 'Run on mobile' but the script is incompatible.
Why wrong: Incompatible script would likely cause an error, not silent failure.
B
The field is not available on the mobile form.
Why wrong: If the field is not present, the policy might not apply, but the most common reason is the run option.
C
The mobile app uses a different table.
Why wrong: Mobile app typically uses the same table but a different user interface.
D
The UI policy is set to 'Run on desktop' only.
UI policies have separate run options for desktop and mobile.

Question 6hardmulti select

Which TWO are common issues when troubleshooting a failed LDAP import?

Trap 1: OAuth token for LDAP is expired

LDAP does not use OAuth; it uses bind credentials.

Trap 2: LDAP attribute mapping does not match target fields

Attribute mapping issues cause field errors, not import failure.

Trap 3: LDAP server is unreachable

Connectivity is a basic check, but it is not specific to LDAP import configuration.

A
LDAP filter syntax is invalid
Invalid filters cause the import to retrieve no data or error.
B
OAuth token for LDAP is expired
Why wrong: LDAP does not use OAuth; it uses bind credentials.
C
LDAP attribute mapping does not match target fields
Why wrong: Attribute mapping issues cause field errors, not import failure.
D
Base DN is incorrectly specified
A wrong base DN prevents LDAP from locating objects.
E
LDAP server is unreachable
Why wrong: Connectivity is a basic check, but it is not specific to LDAP import configuration.

Question 7mediummulti select

A developer is troubleshooting an issue where a business rule is not firing. Which TWO steps should the developer take to diagnose the problem? (Choose two.)

Trap 1: Check the business rule order.

Order is relevant for conflicting rules but not a primary diagnosis step.

Trap 2: Run the business rule from the context menu.

Business rules cannot be executed manually.

Trap 3: Check if the table is locked.

Table locks affect records, not business rule execution.

A
Check the business rule order.
Why wrong: Order is relevant for conflicting rules but not a primary diagnosis step.
B
Ensure the business rule has a condition.
If the condition evaluates to false, the rule does not run.
C
Run the business rule from the context menu.
Why wrong: Business rules cannot be executed manually.
D
Verify that the business rule is active.
An inactive rule will not fire.
E
Check if the table is locked.
Why wrong: Table locks affect records, not business rule execution.

Study the full ACL explanation →

Question 8hardmultiple choice

A developer is troubleshooting an integration where an inbound SOAP message fails to insert a record into the 'change_request' table. The SOAP message is well-formed and the user has the 'change_manager' role. The ACL for the 'change_request' table allows write to 'admin' and 'change_manager'. What is the most likely cause?

Trap 1: The 'change_request' table is locked for data imports.

Table locking is not a common reason; it's more likely a validation issue.

Trap 2: The user's role is not recognized when using SOAP web services.

The user's role is recognized; ACLs are evaluated correctly.

Trap 3: The SOAP message uses a different namespace.

A namespace mismatch would cause a parsing error, not a failure to insert.

A
The SOAP message is missing a mandatory field.
Correct: Missing mandatory fields cause the insert to fail.
B
The 'change_request' table is locked for data imports.
Why wrong: Table locking is not a common reason; it's more likely a validation issue.
C
The user's role is not recognized when using SOAP web services.
Why wrong: The user's role is recognized; ACLs are evaluated correctly.
D
The SOAP message uses a different namespace.
Why wrong: A namespace mismatch would cause a parsing error, not a failure to insert.

Question 9hardmultiple choice

A developer needs to debug an issue where a client script is not triggering when a field changes. What is the most efficient first step in troubleshooting within Studio?

Trap 1: Review the syslog for error messages.

While helpful, this is not the most efficient first step; Studio's debugger is more direct.

Trap 2: Check the ACLs on the table.

ACLs do not affect client script execution.

Trap 3: Add a gs.log() statement to the server-side code.

Client scripts run client-side; server-side logging won't help.

A
Review the syslog for error messages.
Why wrong: While helpful, this is not the most efficient first step; Studio's debugger is more direct.
B
Open the client script in Studio and use the 'Debug' button.
This allows running the script in debug mode to see if it fires and track variables.
C
Check the ACLs on the table.
Why wrong: ACLs do not affect client script execution.
D
Add a gs.log() statement to the server-side code.
Why wrong: Client scripts run client-side; server-side logging won't help.

Question 10easymultiple choice

A user reports that a field 'Cost Center' is not visible on a form, but the UI Policy condition to show it is met. What is the first step in troubleshooting?

Trap 1: Check the client script that may be hiding the field.

Client scripts could hide it, but the first step is to verify the field exists on the form.

Trap 2: Check the ACLs for the 'Cost Center' field.

ACLs control data access, not visibility.

Trap 3: Check the role requirements for the field.

Roles affect access, but if the field is not on the form, it won't show.

A
Check the form layout to ensure the field is present on the form.
If the field is not on the form, no UI policy can make it appear.
B
Check the client script that may be hiding the field.
Why wrong: Client scripts could hide it, but the first step is to verify the field exists on the form.
C
Check the ACLs for the 'Cost Center' field.
Why wrong: ACLs control data access, not visibility.
D
Check the role requirements for the field.
Why wrong: Roles affect access, but if the field is not on the form, it won't show.

Question 11hardmultiple choice

A developer is troubleshooting a Service Portal widget that loads slowly. The widget uses a server script that queries a large table without any filters. Which design change would most improve performance?

Trap 1: Add client-side caching using $scope

Caching reduces repeat requests but doesn't speed up the initial query.

Trap 2: Load the widget using ng-if instead of ng-show

ng-if removes DOM elements but doesn't affect server query performance.

Trap 3: Create a custom table with only required fields

Custom table helps but doesn't address the missing filter; still needs filter.

A
Add client-side caching using $scope
Why wrong: Caching reduces repeat requests but doesn't speed up the initial query.
B
Load the widget using ng-if instead of ng-show
Why wrong: ng-if removes DOM elements but doesn't affect server query performance.
C
Create a custom table with only required fields
Why wrong: Custom table helps but doesn't address the missing filter; still needs filter.
D
Add a filter condition in the GlideRecord query
Filtering reduces the result set, improving query performance.

Study the full ACL explanation →

Question 12hardmultiple choice

A developer is troubleshooting a business rule in a scoped application that is not triggering. The rule is set to run 'before' query, with condition 'current.state == 1'. The table has read ACLs that restrict access. What is the most likely reason the business rule is not executing?

Trap 1: The condition 'current.state == 1' is incorrect syntax.

The syntax is valid for a before query business rule.

Trap 2: Another business rule with higher order is preventing execution.

Order only affects sequence, not whether a rule runs.

Trap 3: The business rule is scoped and cannot access the table.

Scoped business rules can access tables within the same scope.

A
The condition 'current.state == 1' is incorrect syntax.
Why wrong: The syntax is valid for a before query business rule.
B
Another business rule with higher order is preventing execution.
Why wrong: Order only affects sequence, not whether a rule runs.
C
The user does not have read access to the records, so the query does not execute the rule.
Before query rules run only if the user can access the records.
D
The business rule is scoped and cannot access the table.
Why wrong: Scoped business rules can access tables within the same scope.

Question 13easymultiple choice

A ServiceNow admin is troubleshooting a data import from an external database via JDBC. The import runs successfully but only loads partial data. Which is the most likely cause?

Trap 1: The scheduled import job was interrupted by another job

Job interruption would cause failure, not partial load.

Trap 2: The transform map has a filter that excludes certain records

Filters on the transform map affect which records are processed, but the question states partial data, not missing specific types.

Trap 3: The field mapping is incorrect and some fields are not being…

Incorrect field mapping would result in empty fields, not fewer rows.

A
The scheduled import job was interrupted by another job
Why wrong: Job interruption would cause failure, not partial load.
B
The transform map has a filter that excludes certain records
Why wrong: Filters on the transform map affect which records are processed, but the question states partial data, not missing specific types.
C
The field mapping is incorrect and some fields are not being populated
Why wrong: Incorrect field mapping would result in empty fields, not fewer rows.
D
The JDBC driver has a default row limit that caps the number of records imported
ServiceNow JDBC imports have a default limit of 50,000 rows, which can be adjusted in the datasource configuration.