InServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions tosave records. The two key operations in this context areInsertandUpdate.
Creates a new record in the database.
Saves the record and exits the form(returns to the list view or the previous screen).
The form is cleared after inserting the record.
It doesnotmodify an existing record; instead, it generates anew record with a new unique sys_id.
Example:
A user creates a newIncident, fills in details, and clicksInsert.
The systemsaves the new Incident and exitsto the list view.
Saves changes to an existing record.
Remains on the form after saving.
It doesnot create a new record; itmodifies the existing recordin place.
Example:
A user opens an existing Incident, changes the Priority, and clicksUpdate.
The systemsaves the changes but keeps the user on the form.
1. Insert Operation (Correct Description in Option C)2. Update Operation (Correct Description in Option C)
Why the Other Options Are Incorrect:A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)
Insert does not remain on the form; it exits after creating a new record.
B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)
Update does not exit the form; it remains on the form after saving.
D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)
Insert exitsafter creating a new record.
Update remains on the form, not exits.
Insert and Stay: This is avariation of Insert, whichcreates a new record but keeps the form openfor additional edits.
Submit vs. Insert:
Submitis typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).
Insertexplicitly saves a record as a new entry.
Additional Notes:
Example Scenario in Incident Management:Action
Result
Click " Insert "
Creates anewIncident andexitsthe form.
Click " Update "
Saves changes to theexistingrecord andstays on the form.
[References:ServiceNow Documentation: Forms and UI Actions, ServiceNow Learning: Working with Forms, ServiceNow Docs: Creating and Updating Records, , , , ]
Submit