Feb 28. 2014Monika Vavříková

ServiceNow Eureka

ServiceNow Eureka is the latest feature release of ServiceNow platform. This article provides information about new and enhanced features of ServiceNow platform.

UI14 Overview

Eureka comes with updated user interface called UI14. UI 14 is not revolution but rather evolution as its predecessor – UI11. The layout of the page is almost the same, consisting of “Banner frame”, “The Edge”, “Application menu” and “Content frame”. Main differences are modern, lighter look and new icons.

Banner frame comes with new impersonation icon (key in UI11) and brand new Gear icon which shows the system menu. This menu contains icons and pickers which were originally visible in Banner frame or in the Edge.  It among other things includes both the application and update set picker, Java script log and field watcher and language picker. Hiding update set and application picker in this menu can cause you trouble, if you often need to switch from one update set to another.

Changes in the Edge are only minor. The Edge is now wider and contains less icons, thus more space for your bookmarks. On the other hand all the icons are bigger so in the end you can see less bookmarks without scrolling.

Application menu looks now more compact and subtle. Some of the icons from UI11 were moved under the gear icon in Banner frame others are located in application menu control menu (icon with 3 horizontal lines). Big change is replacement of module icons were by filled and empty stars. Filled star means the module is set as favorite, empty star that it is not. Favorite modules can be then filtered by star icon in the top left of application menu.


Main new feature in lists is “Search” icon located next to “Personalize” icon. When clicked, text boxes are shown under each column header which serve as search boxes for given column. When user enters a search term and hits enter, search term is automatically shown in smart filter builder (breadcrumbs). Unfortunately, suggestions (e.g. for Choice or Reference fileds) are not available at the moment.


Besides new style, there are no changes in forms. What is new is the Form Designer which is a new, faster way to build forms.

Form Design is located in the context menu in Personalize, next to „Form Layout”. It allows you to easily change form design using drag&drop, add new fields and even change field properties. What is not supported is adding releated fields to the form, which must be done in “Form Layout”.

Form Designer is enabled for all new Eureka instances. It must be enabled for upgraded instances.

Business Rules

Business rule form now contains condition builder for business rule condition (condition can be still entered manually, see advanced view below) and “Actions” section. In “Actions” administrators can easily set field values, add messages that shall be shown to the end user or abort the action without any scripting.

Eureka also introduces new concept in the business rule form – simple and advanced view.

Business rules created with “Simple” view always run before action and can be executed only on insert and update. Administrator can use only condition builder for conditions and no scripting is possible.

“Advanced” view adds all standard fields that are available in pre-Eureka releases. That includes “When” field (when should the BR execute – before/after/async/display), “Order” field and “Script” field. Switching between simple and advanced view is done via checkbox on the business rule form.

Reference Qualifier Condition Builder

Reference Qualifier on dictionary fields now provides simplified way to create the condition. Administrator can choose one of three options – Simple (condition builder), Dynamic (predefined filters) and Advanced (text field for condition)


ServiceNow platform now provides REST API for all tables which allows administrators to perform basic CRUD (Create, Read, Update, Delete) operations. This API is active for all Eureka instances.

Service Catalog Management

Administrators and service administrators can now create multiple Service Catalogs. Services can be divided between these catalogs based on business unit for which the service is provided or type of service. E.g. Facilities Service Automation application (new in ServiceNow Eureka) creates new service catalog for facility services. End user can see and search for services in all catalogs from single catalog homepage.

Catalog Item Designer provides a simple way for user to create and maintain services. First the user requests creation of new category in service catalog. After this request is processed, user can create and edit catalog items using the catalog item designer.

Designer provides similar interface as Form Designer. User can add and remove variables using drag&drop and set the fulfillment group. Advanced other item types (e.g. Order guides) and advanced features such as UI policies or UI scripts are not available in designer.


ServiceNow Eureka brings new user interface with modern look and many new features which simplifies the development and utilization of the platform. Unfortunately some of the new features are not yet ready to replace all the functions of its predecessors (e.g. Form Designer).