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Day 5 · Free ServiceNow tutorial

ServiceNow Filters & conditions

Build useful filters to find exactly the records you need.

By Nayeem · ServiceNow Architect and Certified Technical Architect

Understand the concept

List filters narrow records using conditions. AND requires both conditions to match; OR allows alternatives. Grouping organises matching records; it does not change the filter criteria. Sorting changes the order rather than the membership of results.

A practical business example

A team needs active incidents assigned to its group, with high priority. The result must exclude inactive incidents even when they have a high priority.

What you will learn

• Create conditions with AND and OR
• Save a useful filter
• Sort and group list results

Step-by-step practice

Use a personal learning instance and suitable permissions. Record your starting configuration before changing it.

1. Open the incident list and add Active is true.
2. Add Assignment group is your practice group using AND.
3. Add priority conditions with deliberate AND/OR grouping and inspect the filter breadcrumbs.
4. Save the filter, sort by an appropriate date and group by state. Compare the displayed records with your written requirement.

Common mistakes and troubleshooting

An OR condition in the wrong group can widen the results unexpectedly. Test with records that should match and records that should not.

Does grouping a list filter out other groups?

Grouping displays matching rows in sections. Add a filter condition if you want only one group’s records.

Watch the lesson

Hands-on lab

Lists Filters Sorting and Grouping · Estimated practice: 50 to 70 minutes. Download the Word document and work through it alongside the video.

Keep learning

Use the ITSM interview questions with examples to practise explaining concepts. For platform reference information, consult the official ServiceNow documentation for your release.