1. What is an Incident?
An unplanned interruption or reduction in quality of an IT service; the operational goal is to restore service quickly.
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2. Incident vs Problem?
Incident focuses on restoration. Problem focuses on underlying cause and preventing recurrence.
3. What is a Business Rule?
A server-side script that can run on record operations such as insert, update, delete or query depending on configuration.
4. Client Script vs UI Policy?
Client Script uses JavaScript for client behavior; UI Policy declaratively controls form field behavior such as mandatory, visible or read-only.
5. What is GlideRecord?
A server-side API commonly used to query and manipulate records in ServiceNow.