Glide API Reference

Overview

This skill provides a comprehensive reference for ServiceNow's server-side Glide APIs:

• GlideRecord - Query, insert, update, and delete records
• GlideAggregate - Perform aggregate operations (COUNT, SUM, AVG, etc.)
• GlideDateTime/GlideDuration - Date and time manipulation
• GlideSystem (gs.*) - System utilities and user context
• GlideUser - Current user information
• GlideSession - Session management
• GlideElement - Field-level methods
• GlideEncrypter - Encryption utilities
• JSON/XML utilities - Data transformation

When to use: When writing Business Rules, Script Includes, Scheduled Jobs, UI Actions, or any server-side script in ServiceNow.

Who should use this: ServiceNow developers at all levels who need a quick reference for Glide APIs.

Prerequisites

• Roles: Varies by context (admin for background scripts, itil for record updates)
• Knowledge: Basic JavaScript, ServiceNow data model
• Access: Appropriate table ACLs for the records being accessed

Procedure

The following sections provide comprehensive API reference and usage patterns.

GlideRecord API

GlideRecord is the primary API for database operations in ServiceNow.

Basic Query Pattern

var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.addQuery('priority', 1);
gr.query();

while (gr.next()) {
    gs.info('Incident: ' + gr.number + ' - ' + gr.short_description);
}

Query Methods

Method	Description	Example
addQuery(field, value)	Equals condition	gr.addQuery('active', true)
addQuery(field, operator, value)	Comparison condition	gr.addQuery('priority', '<=', 2)
addEncodedQuery(query)	Encoded query string	gr.addEncodedQuery('active=true^priority=1')
addNotNullQuery(field)	Field is not empty	gr.addNotNullQuery('assigned_to')
addNullQuery(field)	Field is empty	gr.addNullQuery('resolution_notes')
addOrCondition(field, value)	OR condition	See example below
query()	Execute the query	gr.query()

Query Operators

Operator	Description	Example
=	Equals (default)	addQuery('state', 1)
!=	Not equals	addQuery('state', '!=', 6)
>	Greater than	addQuery('priority', '>', 1)
>=	Greater than or equal	addQuery('sys_created_on', '>=', gs.daysAgo(7))
<	Less than	addQuery('priority', '<', 3)
<=	Less than or equal	addQuery('sys_updated_on', '<=', gs.daysAgo(30))
STARTSWITH	Starts with string	addQuery('number', 'STARTSWITH', 'INC')
ENDSWITH	Ends with string	addQuery('short_description', 'ENDSWITH', 'error')
CONTAINS	Contains string	addQuery('description', 'CONTAINS', 'network')
DOES NOT CONTAIN	Does not contain	addQuery('description', 'DOES NOT CONTAIN', 'test')
IN	In list of values	addQuery('state', 'IN', '1,2,3')
NOT IN	Not in list	addQuery('priority', 'NOT IN', '4,5')
INSTANCEOF	Table hierarchy	addQuery('sys_class_name', 'INSTANCEOF', 'cmdb_ci')

OR Conditions

var gr = new GlideRecord('incident');
var qc = gr.addQuery('priority', 1);
qc.addOrCondition('priority', 2);
gr.query();
// Equivalent to: priority=1^ORpriority=2

Complex Query Example

var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.addQuery('priority', '<=', 2);
gr.addNotNullQuery('assigned_to');
gr.addQuery('sys_created_on', '>=', gs.daysAgo(30));

// OR condition group
var qc = gr.addQuery('category', 'network');
qc.addOrCondition('category', 'hardware');

gr.orderByDesc('priority');
gr.orderBy('sys_created_on');
gr.setLimit(100);
gr.query();

Insert Operations

// Basic insert
var gr = new GlideRecord('incident');
gr.initialize();
gr.short_description = 'New incident from script';
gr.description = 'Detailed description here';
gr.caller_id = gs.getUserID();
gr.priority = 3;
gr.category = 'inquiry';
var sysId = gr.insert();

gs.info('Created incident: ' + gr.number + ' (sys_id: ' + sysId + ')');

Insert with Field Validation

var gr = new GlideRecord('incident');
gr.initialize();

// Check if field is valid before setting
if (gr.isValidField('custom_field')) {
    gr.custom_field = 'value';
}

// Use setValue for reference fields (safer)
gr.setValue('assignment_group', 'a715cd759f2002002920bde8132e7018');
gr.setValue('assigned_to', gs.getUserID());

var sysId = gr.insert();

Update Operations

// Update single record by sys_id
var gr = new GlideRecord('incident');
if (gr.get('a1b2c3d4e5f6...')) {
    gr.state = 2;  // In Progress
    gr.work_notes = 'Automated update via script';
    gr.update();
    gs.info('Updated: ' + gr.number);
}

Bulk Update Pattern

// Update multiple records matching query
var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.addQuery('priority', 1);
gr.addNullQuery('assigned_to');
gr.query();

var count = 0;
while (gr.next()) {
    gr.assignment_group = 'Critical Incidents Team';
    gr.work_notes = 'Auto-assigned to critical team';
    gr.update();
    count++;
}

gs.info('Updated ' + count + ' incidents');

Delete Operations

// Delete single record
var gr = new GlideRecord('sys_user_preference');
if (gr.get('sys_id_here')) {
    gr.deleteRecord();
}

// Delete multiple records (USE WITH CAUTION!)
var gr = new GlideRecord('temp_import_table');
gr.addQuery('sys_created_on', '<', gs.daysAgo(30));
gr.deleteMultiple();  // Deletes ALL matching records

Navigation Methods

Method	Description
next()	Move to next record, returns true if exists
hasNext()	Check if more records exist (doesn't advance)
get(sysId)	Get record by sys_id
get(field, value)	Get record by field value
getRowCount()	Total records in query result

Limiting and Windowing

// Limit results
gr.setLimit(10);

// Pagination with chooseWindow
gr.chooseWindow(0, 100);    // First 100 records
gr.chooseWindow(100, 200);  // Records 101-200

// Order results
gr.orderBy('priority');       // Ascending
gr.orderByDesc('sys_created_on');  // Descending

Record State Methods

Method	Description
isNewRecord()	True if record hasn't been inserted yet
isValidRecord()	True if current record is valid
isValidField(field)	True if field exists on table
canRead()	True if user can read record
canWrite()	True if user can write to record
canCreate()	True if user can create records
canDelete()	True if user can delete record
changes()	True if any field has changed

Using MCP Tool

Tool: SN-Query-Table
Parameters:
  table_name: incident
  query: active=true^priority=1
  fields: sys_id,number,short_description,state,priority
  limit: 10

---

GlideAggregate API

GlideAggregate performs database aggregation operations efficiently at the database level.

Basic COUNT

var ga = new GlideAggregate('incident');
ga.addQuery('active', true);
ga.addAggregate('COUNT');
ga.query();

if (ga.next()) {
    var count = ga.getAggregate('COUNT');
    gs.info('Active incidents: ' + count);
}

Aggregate Functions

Function	Description	Example
COUNT	Count records	ga.addAggregate('COUNT')
SUM	Sum numeric field	ga.addAggregate('SUM', 'actual_hours')
AVG	Average of field	ga.addAggregate('AVG', 'priority')
MIN	Minimum value	ga.addAggregate('MIN', 'sys_created_on')
MAX	Maximum value	ga.addAggregate('MAX', 'priority')

GROUP BY Operations

// Count incidents by priority
var ga = new GlideAggregate('incident');
ga.addQuery('active', true);
ga.addAggregate('COUNT');
ga.groupBy('priority');
ga.query();

while (ga.next()) {
    var priority = ga.priority;
    var count = ga.getAggregate('COUNT');
    gs.info('Priority ' + priority + ': ' + count + ' incidents');
}

Multiple Aggregates

// Get count and average time per category
var ga = new GlideAggregate('incident');
ga.addQuery('active', true);
ga.addAggregate('COUNT');
ga.addAggregate('AVG', 'reassignment_count');
ga.groupBy('category');
ga.orderByAggregate('COUNT');  // Order by count
ga.query();

while (ga.next()) {
    gs.info(ga.category + ': ' +
            ga.getAggregate('COUNT') + ' incidents, ' +
            'avg reassignments: ' + ga.getAggregate('AVG', 'reassignment_count'));
}

Having Clause (Filter Aggregates)

// Categories with more than 10 incidents
var ga = new GlideAggregate('incident');
ga.addQuery('active', true);
ga.addAggregate('COUNT');
ga.groupBy('category');
ga.addHaving('COUNT', '>', 10);
ga.query();

Trend Analysis Pattern

// Incidents created per day over last 7 days
var ga = new GlideAggregate('incident');
ga.addQuery('sys_created_on', '>=', gs.daysAgo(7));
ga.addAggregate('COUNT');
ga.addTrend('sys_created_on', 'Day');
ga.query();

while (ga.next()) {
    var date = ga.getValue('timeref');
    var count = ga.getAggregate('COUNT');
    gs.info(date + ': ' + count + ' incidents created');
}

---

GlideDateTime API

GlideDateTime handles date and time operations with timezone awareness.

Creating GlideDateTime Objects

// Current date/time
var gdt = new GlideDateTime();

// From string (UTC format)
var gdt = new GlideDateTime('2026-02-06 12:00:00');

// Copy existing
var gdt2 = new GlideDateTime(gdt);

Getting Values

Method	Description	Example Output
getValue()	Internal value (UTC)	2026-02-06 12:00:00
getDisplayValue()	User timezone	2026-02-06 04:00:00
getDate()	Date portion	2026-02-06
getTime()	Time portion	12:00:00
getNumericValue()	Milliseconds since epoch	1770465600000
getDayOfWeek()	Day number (1=Mon)	5 (Friday)
getDayOfMonth()	Day of month	6
getMonthUTC()	Month (1-12)	2
getYearUTC()	Year	2026

Setting Values

var gdt = new GlideDateTime();

// Set from string
gdt.setValue('2026-12-25 00:00:00');

// Set display value (user timezone)
gdt.setDisplayValue('2026-12-25 00:00:00');

// Set components
gdt.setYearUTC(2026);
gdt.setMonthUTC(12);
gdt.setDayOfMonthUTC(25);

Date Arithmetic

var gdt = new GlideDateTime();

// Add time
gdt.addSeconds(60);
gdt.addMinutes(30);
gdt.addHours(2);
gdt.addDays(7);
gdt.addMonths(1);
gdt.addYears(1);

// Add GlideDuration
var duration = new GlideDuration('1 12:30:00');  // 1 day, 12 hours, 30 minutes
gdt.add(duration);

// Subtract
gdt.addDays(-7);  // 7 days ago

Date Comparison

var gdt1 = new GlideDateTime('2026-02-06 12:00:00');
var gdt2 = new GlideDateTime('2026-02-07 12:00:00');

// Compare
if (gdt1.before(gdt2)) {
    gs.info('gdt1 is earlier');
}

if (gdt2.after(gdt1)) {
    gs.info('gdt2 is later');
}

if (gdt1.equals(gdt2)) {
    gs.info('Same date/time');
}

// Get difference
var diff = GlideDateTime.subtract(gdt1, gdt2);
gs.info('Difference: ' + diff.getDisplayValue());  // Duration

Common Date Patterns

// Start of today
var startOfDay = new GlideDateTime();
startOfDay.setDisplayValue(startOfDay.getDate() + ' 00:00:00');

// End of today
var endOfDay = new GlideDateTime();
endOfDay.setDisplayValue(endOfDay.getDate() + ' 23:59:59');

// Beginning of month
var startOfMonth = new GlideDateTime();
startOfMonth.setDayOfMonthUTC(1);
startOfMonth.setDisplayValue(startOfMonth.getDate() + ' 00:00:00');

// Check if date is in future
function isFuture(dateField) {
    var now = new GlideDateTime();
    var target = new GlideDateTime(dateField);
    return target.after(now);
}

---

GlideDuration API

GlideDuration represents a length of time.

Creating Durations

// From string (days hours:minutes:seconds)
var dur = new GlideDuration('1 12:30:00');  // 1 day, 12 hours, 30 minutes

// From milliseconds
var dur = new GlideDuration(86400000);  // 1 day in ms

// From two GlideDateTimes
var start = new GlideDateTime('2026-02-06 00:00:00');
var end = new GlideDateTime('2026-02-07 12:00:00');
var dur = GlideDateTime.subtract(start, end);

Duration Methods

Method	Description
getValue()	Internal value
getDisplayValue()	Human-readable
getNumericValue()	Milliseconds
getDayPart()	Days component
getRoundedDayPart()	Rounded days
getDurationValue()	Duration string

Duration Arithmetic

var dur1 = new GlideDuration('1 00:00:00');  // 1 day
var dur2 = new GlideDuration('0 12:00:00');  // 12 hours

// Add
var total = dur1.add(dur2);  // 1 day 12 hours

// Subtract
var diff = dur1.subtract(dur2);  // 12 hours

// Compare
dur1.compareTo(dur2);  // -1, 0, or 1

Calculate Business Duration

// Calculate business hours between two dates using schedule
var schedule = new GlideSchedule('08fcd0830a0a0b2600079f56b1adb9ae');  // 8-5 M-F
var startDate = new GlideDateTime('2026-02-06 09:00:00');
var endDate = new GlideDateTime('2026-02-07 17:00:00');

var duration = schedule.duration(startDate, endDate);
gs.info('Business duration: ' + duration.getDisplayValue());

---

GlideSystem (gs.*) Methods

GlideSystem provides utility functions and access to system context.

User Context

Method	Description
gs.getUserID()	Current user's sys_id
gs.getUserName()	Username
gs.getUserDisplayName()	Full name
gs.getUser()	GlideUser object
gs.hasRole(role)	Check user role
gs.hasRoleInGroup(role, group)	Check role in group

Date/Time Shortcuts

// Relative dates (return strings for queries)
gs.now();           // Current timestamp
gs.nowDateTime();   // Current date/time
gs.daysAgo(7);      // 7 days ago
gs.daysAgoStart(7); // Start of day 7 days ago
gs.daysAgoEnd(7);   // End of day 7 days ago
gs.hoursAgo(2);     // 2 hours ago
gs.minutesAgo(30);  // 30 minutes ago
gs.monthsAgo(1);    // 1 month ago
gs.yearsAgo(1);     // 1 year ago
gs.beginningOfLastMonth();
gs.endOfLastMonth();
gs.beginningOfThisMonth();
gs.beginningOfThisYear();

Query Date Example

// Incidents created in last 7 days
var gr = new GlideRecord('incident');
gr.addQuery('sys_created_on', '>=', gs.daysAgo(7));
gr.query();

// Using encoded query
gr.addEncodedQuery('sys_created_onONLast 7 days@javascript:gs.daysAgoStart(7)@javascript:gs.daysAgoEnd(0)');

Logging

gs.info('Informational message');
gs.warn('Warning message');
gs.error('Error message');
gs.debug('Debug message');  // Only logged if debug enabled

// Include data in logs
gs.info('Processing incident: ' + current.number + ', State: ' + current.state);

// Log to specific source
gs.log('Custom log entry', 'MyScriptName');

System Properties

// Get property
var value = gs.getProperty('glide.ui.session_timeout');
var valueWithDefault = gs.getProperty('custom.setting', 'default_value');

// Set property (requires admin)
gs.setProperty('custom.setting', 'new_value');

Session and Request

// Session data
gs.getSession().putClientData('key', 'value');
var data = gs.getSession().getClientData('key');

// URL parameters (in UI scripts)
gs.getUrlParameter('sysparm_record');

// Language
gs.getLanguage();  // e.g., 'en'

Miscellaneous

// Generate GUID
var guid = gs.generateGUID();

// Nil/empty check
gs.nil('');     // true
gs.nil(null);   // true
gs.nil(false);  // false (has value)

// Get table label
gs.getTableLabel('incident');  // 'Incident'

// Check table exists
gs.tableExists('incident');  // true

// Get current scope
gs.getCurrentScopeName();  // 'global' or scope name

// Print (deprecated, use gs.info)
gs.print('message');  // Logs to system log

---

GlideUser API

GlideUser provides current user information.

var user = gs.getUser();

// User identification
user.getID();               // sys_id
user.getName();             // username
user.getDisplayName();      // full name
user.getEmail();            // email address
user.getFirstName();        // first name
user.getLastName();         // last name
user.getLocation();         // location sys_id
user.getDepartmentID();     // department sys_id
user.getCompanyID();        // company sys_id
user.getManagerID();        // manager sys_id

// Role checking
user.hasRole('admin');                    // true/false
user.hasRoleInGroup('itil', groupId);     // true/false
user.hasRoleExactly('admin');             // exact match, not elevated
user.getRoles();                          // array of roles

// Preference
user.getPreference('timezone');
user.savePreference('custom.pref', 'value');

// Delegation (impersonation)
user.isMemberOf(groupId);                 // check group membership

---

GlideSession API

GlideSession manages user session data.

var session = gs.getSession();

// Session identification
session.getSessionToken();     // session token
session.getClientIP();         // client IP address
session.getCurrentApplicationId();  // current app scope

// Client data (persists during session)
session.putClientData('key', 'value');
var value = session.getClientData('key');

// Language
session.getLanguage();         // 'en', 'de', etc.

// Timezone
session.getTimeZoneName();     // e.g., 'America/Los_Angeles'

// Check if logged in
session.isLoggedIn();          // true/false

// Impersonation
session.isImpersonating();     // true if impersonating
session.getImpersonatingUserName();  // original user

---

GlideElement Methods

GlideElement provides field-level access and methods on GlideRecord fields.

Getting Values

var gr = new GlideRecord('incident');
gr.get('sys_id_here');

// Different value methods
gr.short_description.toString();      // String value
gr.priority.getValue();               // Internal value
gr.priority.getDisplayValue();        // Display value
gr.assigned_to.getRefRecord();        // Get referenced record (GlideRecord)
gr.getDisplayValue();                 // Current record display value
gr.assigned_to.getReferenceTable();   // Referenced table name

Reference Fields

// Get reference value
var assignedTo = gr.assigned_to.getDisplayValue();  // User's name

// Get referenced record
var userGr = gr.assigned_to.getRefRecord();
if (userGr.isValidRecord()) {
    gs.info('Assigned to: ' + userGr.email);
}

// Check if reference is empty
if (gr.assigned_to.nil()) {
    gs.info('Not assigned');
}

Field State Methods

// Check if field changed (in business rules)
if (gr.state.changes()) {
    gs.info('State changed from ' + gr.state.getOldValue() + ' to ' + gr.state.getValue());
}

// Check for changes to specific value
if (gr.state.changesFrom('1')) {
    gs.info('State changed from New');
}

if (gr.state.changesTo('6')) {
    gs.info('State changed to Resolved');
}

// Get old value
var previousState = gr.state.getOldValue();

Field Attributes

// Get field metadata
var element = gr.getElement('short_description');
element.getLabel();           // Field label
element.getTableName();       // Table name
element.getED();              // Element descriptor

// Check field properties
element.canRead();            // User can read
element.canWrite();           // User can write
element.hasValue();           // Has non-null value
element.nil();                // Is null/empty

Journal Fields

// Work notes / comments
gr.work_notes = 'Adding a work note';
gr.comments = 'Adding a customer-visible comment';

// Get journal entries
var journal = gr.work_notes.getJournalEntry(1);  // Most recent
var allJournal = gr.work_notes.getJournalEntry(-1);  // All entries

---

GlideEncrypter API

GlideEncrypter provides encryption and hashing utilities.

var encrypter = new GlideEncrypter();

// One-way hash (MD5)
var hash = encrypter.encrypt('sensitive_data');

// Two-way encryption (for password fields)
var encrypted = new GlideEncrypter().encrypt('password123');

// Decrypt (if two-way)
var decrypted = new GlideEncrypter().decrypt(encrypted);

Password Hashing

// Hash password (one-way)
var hashedPassword = GlideStringUtil.getStringFromStream(
    new GlideDigest().md5(password)
);

---

JSON and XML Utilities

JSON Operations

// Parse JSON
var jsonString = '{"name":"John","age":30}';
var obj = JSON.parse(jsonString);
gs.info(obj.name);  // 'John'

// Stringify object
var data = { name: 'John', age: 30 };
var jsonStr = JSON.stringify(data);
var prettyJson = JSON.stringify(data, null, 2);

// Global JSON utility
var parser = new global.JSON();
var obj = parser.decode(jsonString);
var str = parser.encode(obj);

// In scoped apps
var obj = global.JSON.parse(jsonString);
var str = global.JSON.stringify(data);

JSON in GlideRecord

// Store JSON in field
gr.u_json_data = JSON.stringify({ key: 'value' });
gr.update();

// Retrieve JSON
var data = JSON.parse(gr.u_json_data);

XML Utilities

// Create XML document
var xmlDoc = new XMLDocument('<root></root>');
var root = xmlDoc.getDocumentElement();
var child = xmlDoc.createElement('child');
child.setAttribute('attr', 'value');
root.appendChild(child);
var xmlString = xmlDoc.toString();

// Parse XML
var parser = new XMLDocument(xmlString);
var elements = parser.getElementByTagName('child');

XMLHelper

// Convert GlideRecord to XML
var gr = new GlideRecord('incident');
gr.get('sys_id_here');
var xml = new GlideRecordXMLSerializer(gr).serialize();

// Pretty print XML
var prettyXml = new global.XMLPrettyPrint().prettyPrint(xmlString);

---

Common Query Patterns

Pattern 1: Efficient Single Record Lookup

// GOOD: Direct lookup
var gr = new GlideRecord('sys_user');
if (gr.get('user_name', 'admin')) {
    gs.info('Found: ' + gr.name);
}

// AVOID: Query with single result
var gr = new GlideRecord('sys_user');
gr.addQuery('user_name', 'admin');
gr.setLimit(1);
gr.query();
if (gr.next()) {
    gs.info('Found: ' + gr.name);
}

Pattern 2: Check Record Exists

// Efficient existence check
function recordExists(table, field, value) {
    var gr = new GlideRecord(table);
    gr.addQuery(field, value);
    gr.setLimit(1);
    gr.query();
    return gr.hasNext();
}

// Usage
if (recordExists('sys_user', 'user_name', 'admin')) {
    gs.info('User exists');
}

Pattern 3: Get Field from Reference

// Get value from referenced record
var gr = new GlideRecord('incident');
gr.get('sys_id_here');

// Direct dot-walk (generates extra query)
var callerEmail = gr.caller_id.email;

// More efficient for multiple fields
var callerGr = gr.caller_id.getRefRecord();
if (callerGr.isValidRecord()) {
    var email = callerGr.email;
    var phone = callerGr.phone;
    var dept = callerGr.department.getDisplayValue();
}

Pattern 4: Batch Processing

// Process records in batches to avoid memory issues
function processInBatches(table, query, batchSize, callback) {
    var offset = 0;
    var hasMore = true;

    while (hasMore) {
        var gr = new GlideRecord(table);
        gr.addEncodedQuery(query);
        gr.chooseWindow(offset, offset + batchSize);
        gr.query();

        var count = 0;
        while (gr.next()) {
            callback(gr);
            count++;
        }

        hasMore = (count === batchSize);
        offset += batchSize;

        gs.info('Processed batch: ' + offset);
    }
}

// Usage
processInBatches('incident', 'active=true', 1000, function(gr) {
    // Process each record
    gr.work_notes = 'Batch processed';
    gr.update();
});

Pattern 5: Safe Reference Setting

// Resolve reference by name
function getUserSysId(username) {
    var gr = new GlideRecord('sys_user');
    if (gr.get('user_name', username)) {
        return gr.sys_id.toString();
    }
    return null;
}

// Usage
var gr = new GlideRecord('incident');
gr.initialize();
var userId = getUserSysId('admin');
if (userId) {
    gr.setValue('assigned_to', userId);
} else {
    gs.warn('User not found: admin');
}
gr.insert();

Pattern 6: Conditional Update (Only if Changed)

var gr = new GlideRecord('incident');
gr.get('sys_id_here');

var changed = false;

// Only update if different
if (gr.priority != 2) {
    gr.priority = 2;
    changed = true;
}

if (gr.state != 2) {
    gr.state = 2;
    changed = true;
}

if (changed) {
    gr.update();
    gs.info('Record updated');
} else {
    gs.info('No changes needed');
}

---

Using MCP Tools for Glide Operations

Query with MCP

Tool: SN-Query-Table
Parameters:
  table_name: incident
  query: active=true^priority<=2
  fields: sys_id,number,short_description,state,priority,assigned_to
  limit: 50

Execute Script with MCP

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    // Count incidents by priority
    var results = {};

    var ga = new GlideAggregate('incident');
    ga.addQuery('active', true);
    ga.addAggregate('COUNT');
    ga.groupBy('priority');
    ga.query();

    while (ga.next()) {
      results['P' + ga.priority] = ga.getAggregate('COUNT');
    }

    gs.info('Incident counts: ' + JSON.stringify(results));
  description: Count active incidents by priority

Create Record with MCP

Tool: SN-Create-Record
Parameters:
  table_name: incident
  data:
    short_description: Created via MCP
    description: Detailed description
    caller_id: [user_sys_id]
    priority: 3
    category: inquiry

---

Best Practices

• Use GlideAggregate for counts - Never iterate with GlideRecord just to count records
• Set limits - Always use setLimit() to prevent runaway queries
• Use encoded queries - More efficient than multiple addQuery() calls
• Avoid dot-walking in loops - Cache reference lookups outside the loop
• Check permissions - Use canRead(), canWrite() before operations
• Use setValue for references - Safer than direct assignment
• Handle null references - Check gr.field.nil() before accessing
• Log operations - Include identifiable info in logs for debugging
• Test queries first - Use MCP SN-Query-Table to verify query logic

Troubleshooting

Query Returns No Results

Symptom: GlideRecord query returns nothing Causes:

• Incorrect query syntax
• ACL blocking access
• Data doesn't match criteria Solution:

// Debug query
gs.info('Query: ' + gr.getEncodedQuery());
gs.info('Row count: ' + gr.getRowCount());

Reference Field Shows sys_id

Symptom: Reference displays sys_id instead of name Cause: Using getValue() instead of getDisplayValue() Solution:

// WRONG
var name = gr.assigned_to.getValue();  // Returns sys_id

// RIGHT
var name = gr.assigned_to.getDisplayValue();  // Returns name

Changes Not Detected in Business Rule

Symptom: gr.field.changes() returns false unexpectedly Cause: Checking wrong field or comparing wrong values Solution:

// Debug changes
gs.info('Field changes: ' + gr.state.changes());
gs.info('Old value: ' + gr.state.getOldValue());
gs.info('New value: ' + gr.state.getValue());

Related Skills

• admin/script-execution - Background script execution patterns
• admin/batch-operations - Bulk record operations
• development/business-rules - Business rule development (coming soon)
• development/script-includes - Reusable script patterns (coming soon)

References

• GlideRecord API
• GlideAggregate API
• GlideDateTime API
• GlideSystem API
• ServiceNow Developer Documentation