Custom application form

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Custom Application Form IT Service Management

    The custom application form allows ServiceNow users to add or edit details for applications that require monitoring. This feature is essential for managing the performance and support of various applications within the organization.

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    Key Features

    • Application Name: Used to identify the application. With the SAM plugin installed, this field becomes a drop-down list referencing the [sampswproduct] table, enabling users to select existing applications or add new ones.
    • Publisher: Represents the company that distributes and supports the application.
    • Support Group: Designates the teams responsible for resolving user issues and managing incidents related to the application.
    • Application Type: Users can specify whether the application is web/SaaS or installed, which influences the fields displayed for configuration.
    • Domain/URL: For web/SaaS applications, this field captures the web address for accessing the application.
    • Process Names: Fields for entering primary and secondary process names for both Windows and macOS applications are displayed based on the application type selected.
    • Web Endpoint Connection: For installed applications, this field allows users to input a list of domains for measuring network latency.
    • Logo Upload: Users can upload or edit the application's logo when adding an existing application.
    • Monitoring Toggle: A slider to enable or disable monitoring for the application, ensuring that the desired applications are actively monitored.

    Key Outcomes

    By utilizing the custom application form, ServiceNow customers can effectively manage application monitoring, ensuring rapid incident response and improved end-user experiences. This enables organizations to maintain optimal application performance and reliability across their digital landscape.

    With the help of the custom application form, you can add or edit the details of an application to be monitored.

    Table 1. Add new application form
    Field Description
    Application name Name of the application to monitor.

    When the SAM plugin [com.snc.samp] is installed, the Application name field changes into a drop-down list that references the [samp_sw_product] table. If you can't find an application in the drop-down list, you can add it by selecting + New custom software and saving it with the application name and publisher.
    Publisher Company who has the rights to distribute and support the application.
    + New custom software When the SAM plugin [com.snc.samp] is installed, the Application name field changes into a drop-down list that references the [samp_sw_product] table. If you can't find an application in the drop-down list, you can add it by selecting + New custom software and saving it with the application name and publisher.
    Support group Teams to help users resolve any issues or challenges they may be experiencing with the application. In the event of a service disruption or other incident, the support group is responsible for managing the incident and restoring service as quickly as possible.
    Choose an application type:
    • This is a web/SaaS (.com) application
    • This is an installed (.exe, .app) application
    		 Option to select between web/SaaS or installed application.
    Domain/URL

    (This field appears only when you select web/SaaS (.com) application.)

    		 Web address that is used to launch the application and access its features and functions.
    • Windows: Primary process name (ex. process.exe)
    • Windows: Secondary processes separated by a comma
    • macOS: Primary process name (ex. process.app)
    • macOS: Secondary processes separated by a comma

    (These fields appear only when you select installed application.)
    • Windows: Primary process name (ex. process.exe): Unique identifier to the primary running instance of the windows application.
    • Windows: Secondary processes separated by a comma: Unique identifier to the secondary running instance of the windows application.
    • macOS: Primary process name (ex. process.app): Unique identifier to the primary running instance of the macOS application.
    • macOS: Secondary processes separated by a comma: Unique identifier to the secondary or more running instance of the macOS application.
    Web Endpoint Connection

    (This field appears only when you select installed application.)

    		 Comma-separated list of domains used for measuring network latency. Example: company.zoom.us, company.outlook.com.
    Note:
    Typically, you fill in this field for the applications you've installed that connect to the cloud.
    Upload a logo

    (This field appears only for an existing application.)

    		 Link to upload or edit the logo of an application.
    Monitoring

    (This field does not appear when you are onboarding Application and Device Health.)

    Slider to toggle the monitoring status for the application, allowing users to enable or disable it.

    For the applications that you want to monitor, ensure that the monitoring toggle switch (Use the toggle switch to activate monitoring for the application.) is enabled.

    To return to the onboarding topic, see Onboard for DEX Application and Device Health or to return to the page where you can add custom application, see Add a new application to monitor.