Form Views and Sections

Form Views and Sections in ServiceNow – Complete Guide for CAD Exam

Form Views and Sections are foundational concepts in ServiceNow application user interface design. Understanding how they work is critical for anyone pursuing the ServiceNow Certified Application Developer (CAD) certification, as they directly influence how data is presented to users and how the user experience is shaped within the platform.

Why Are Form Views and Sections Important?

Form views and sections are important because they control what information users see and how that information is organized when they open a record. In a real-world ServiceNow implementation, different users have different needs. For example:

- An ITIL user working an incident needs to see assignment details, priority, and work notes prominently.
- A caller viewing the same incident via a portal may only need to see the short description, state, and comments.
- A manager may need an overview with SLA information and related records.

Without form views and sections, every user would see the same layout, leading to cluttered interfaces, confusion, and reduced productivity. Form views and sections allow administrators and developers to tailor the form experience per role, per use case, and per application.

What Are Form Views?

A form view is a specific layout configuration of a form for a particular table. Each table can have multiple views, and each view can display a different set of fields arranged in a different order. The Default view is the standard view that loads unless another view is explicitly specified.

Key characteristics of form views:
- Views are identified by a name (e.g., "Default", "ESS", "Mobile", or any custom name).
- Views are table-specific — a view named "mobile" on the Incident table is separate from a view named "mobile" on the Problem table.
- Views can be assigned to specific roles or accessed via URL parameters (e.g., sysparm_view=ess).
- Views are configured using the Form Designer or the Form Layout (personalize form) interface.
- A view determines which fields appear, which sections are shown, and in what order fields are laid out.

What Are Form Sections?

A form section is a logical grouping of fields within a form view. Sections help organize fields into meaningful categories, making forms easier to read and navigate. Each section appears as a collapsible area on the form with a header label.

Key characteristics of form sections:
- Sections are contained within a specific view — different views can have different sections.
- Each section can contain one or more fields arranged in a 1-column or 2-column layout.
- Sections can be expanded or collapsed by users for convenience.
- The section at the top of the form (often unnamed or labeled with the table name) is sometimes called the header section.
- Sections can be added, removed, reordered, and renamed using the Form Designer or Form Layout.
- Sections are stored in the sys_ui_section table, and field positions within sections are stored in the sys_ui_element table.

How Do Form Views and Sections Work Together?

Here is the hierarchy:

1. A table (e.g., Incident) can have multiple views.
2. Each view contains one or more sections.
3. Each section contains one or more fields (elements).

When a user opens a record, ServiceNow determines which view to render based on the following resolution order:

1. URL parameter — If sysparm_view is specified in the URL, that view is used.
2. User preference — If the user has previously selected a specific view for that table, it may be remembered.
3. Role-based view mapping — View rules can be configured (in sys_ui_view_rule or through the Module configuration) to assign specific views to users with specific roles.
4. Default view — If no other rule applies, the Default view is displayed.

How to Configure Form Views and Sections

Using Form Designer (Recommended):
1. Navigate to the form of the desired table.
2. Click the hamburger menu (three horizontal lines) or right-click the form header and select Configure > Form Designer.
3. In Form Designer, you can:
- Switch between views using the View dropdown.
- Create a new view by typing a new name in the View dropdown and confirming.
- Add, remove, and reorder sections by dragging section headers.
- Add, remove, and reorder fields within sections by dragging them from the field list.
- Change section column layout (1-column or 2-column).
4. Click Save to apply changes.

Using Form Layout (Legacy/Personalize):
1. Right-click the form header and select Configure > Form Layout.
2. Select or create a view from the dropdown.
3. Use the slushbucket interface to add/remove fields and sections.
4. Sections appear as dividers (e.g., "--- Section Name ---") in the selected fields list.
5. Save the configuration.

Creating a New View:
- In Form Designer, type a new view name in the View selector and press Enter.
- In Form Layout, select "New..." from the View dropdown and provide a name.
- The new view starts empty (or may copy from Default depending on configuration).

Assigning Views to Roles:
- Navigate to System UI > Views to see all defined views.
- Use Module configuration to specify which view loads when a module is accessed (in the module's View name field).
- Use UI View Rules (sys_ui_view_rule) or configure modules to route users with specific roles to specific views.

Key Tables Involved:
- sys_ui_view — Stores view definitions (view names).
- sys_ui_section — Stores section definitions, linking sections to a table and view.
- sys_ui_element — Stores individual field placements within sections, including position and column.
- sys_ui_view_rule — Stores rules that map views to roles.

Important Concepts for the Exam:

1. Views are per-table — Creating a view on one table does not affect other tables.
2. Sections are per-view — A section in the Default view is independent of sections in a custom view.
3. Form Designer vs. Form Layout — Form Designer is the modern, drag-and-drop interface. Form Layout is the older slushbucket-style interface. Both achieve similar results, but Form Designer is preferred.
4. Annotations — In Form Designer, you can add annotations (informational text blocks) to sections to provide guidance to users.
5. Formatters — Special elements like Activity Stream, Process Flow, or custom formatters can be added to form sections just like fields.
6. Split sections — Sections can display fields in a 2-column layout, which is the default, or in a 1-column layout for wider fields.
7. Inherited views — If a child table (e.g., Incident extends Task) does not have a specific view defined, it may inherit the view from the parent table (Task). If the child table has its own view definition, it overrides the parent.

Exam Tips: Answering Questions on Form Views and Sections

Tip 1: Know the View Resolution Order
Exam questions may ask which view is displayed in a given scenario. Remember: URL parameter > User preference > Role-based view rule > Module view setting > Default view. Understanding this hierarchy is essential.

Tip 2: Understand the Difference Between Views and Sections
A common exam trap is confusing views with sections. A view is the overall layout of the form. A section is a grouping of fields within a view. If a question asks about organizing fields into logical groups, the answer is sections. If it asks about showing different fields to different user roles, the answer is views.

Tip 3: Remember Form Designer is the Modern Tool
If a question asks about the recommended or current way to configure form layouts, the answer is Form Designer, not Form Layout. Form Designer provides a visual drag-and-drop experience.

Tip 4: Know the Underlying Tables
Questions may reference sys_ui_section, sys_ui_element, or sys_ui_view. Know what each table stores. sys_ui_section stores section definitions, sys_ui_element stores the placement of individual fields within sections, and sys_ui_view stores the view name definitions.

Tip 5: Role-Based Views via Modules
Remember that one common method of directing users to a specific view is through module configuration. When creating or editing a module under an application menu, you can specify a View name that determines which form view loads when the module is clicked.

Tip 6: Inherited vs. Overridden Views
If a question involves table inheritance (e.g., Incident inherits from Task), remember that if a view is defined on the child table, it takes precedence. If no view is defined on the child, it falls back to the parent table's view configuration.

Tip 7: Watch for Scenario-Based Questions
The CAD exam often presents scenarios like: "A developer needs to show a different set of fields to fulfiller users versus ESS users on the same table. What should they do?" The correct approach is to create different views (e.g., a Default view for fulfillers and an ESS view for end users) and configure the appropriate view routing.

Tip 8: Formatters and Annotations are Part of Sections
If a question asks how to add the Activity Stream formatter or an annotation to a form, remember these are added within sections using Form Designer, just like regular fields.

Tip 9: Personalize vs. Configure
Be aware of the difference between personalizing a form (affects only the current user) and configuring a form (affects all users with the relevant view/role). Questions may test whether a change is user-specific or system-wide.

Tip 10: Practice in a PDI
The best preparation is hands-on practice. Use your Personal Developer Instance (PDI) to create custom views, add sections, rearrange fields, and test view rules. This practical experience will make exam questions on this topic much more intuitive.

Summary

Form views and sections are essential tools for customizing the user experience in ServiceNow. Views control which layout is presented to which users, while sections organize fields into logical groups within those views. Mastering these concepts — including how they are configured, how view resolution works, and which system tables are involved — will prepare you to confidently answer related questions on the ServiceNow CAD exam.