GlideRecord is the primary API for database operations in ServiceNow. Following these patterns ensures efficient and secure queries.

Basic Query Patterns

Get Single Record by sys_id

var gr = new GlideRecord('incident');
if (gr.get('sys_id_here')) {
  gs.info('Found: ' + gr.getValue('number'));
}

Get Single Record by Field

var gr = new GlideRecord('sys_user');
if (gr.get('user_name', 'admin')) {
  gs.info('Found user: ' + gr.getValue('name'));
}

Query Multiple Records

var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.addQuery('priority', '1');
gr.orderByDesc('sys_created_on');
gr.setLimit(100);
gr.query();

while (gr.next()) {
  gs.info(gr.getValue('number'));
}

Encoded Queries (Faster)

Use encoded queries for complex conditions - they're more efficient than multiple addQuery calls:

var gr = new GlideRecord('incident');
// Encoded query from list view URL or Query Builder
gr.addEncodedQuery('active=true^priority=1^assigned_toISEMPTY');
gr.query();

while (gr.next()) {
  // Process records
}

Performance Tips

1. Always Use setLimit()

// When you only need X records
var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.setLimit(10);  // Don't fetch more than needed
gr.query();

2. Use getValue() for Strings

// CORRECT - Returns string value
var number = gr.getValue('number');

// ALSO WORKS but returns GlideElement
var element = gr.number;
var numberStr = gr.number.toString();

3. Use getDisplayValue() for References

// Get the display value of a reference field
var assignedToName = gr.getDisplayValue('assigned_to');

// Get the sys_id of a reference field
var assignedToId = gr.getValue('assigned_to');

4. Avoid Queries in Loops

// BAD - Query inside loop
for (var i = 0; i < userIds.length; i++) {
  var gr = new GlideRecord('sys_user');
  gr.get(userIds[i]);  // N queries!
}

// GOOD - Single query with IN clause
var gr = new GlideRecord('sys_user');
gr.addQuery('sys_id', 'IN', userIds.join(','));
gr.query();
while (gr.next()) {
  // Process all users at once
}

5. Use GlideAggregate for Counts

// BAD - Counting with GlideRecord
var count = 0;
var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.query();
while (gr.next()) {
  count++;
}

// GOOD - Use GlideAggregate
var ga = new GlideAggregate('incident');
ga.addQuery('active', true);
ga.addAggregate('COUNT');
ga.query();
if (ga.next()) {
  var count = ga.getAggregate('COUNT');
}

CRUD Operations

Insert

var gr = new GlideRecord('incident');
gr.initialize();
gr.setValue('short_description', 'New incident');
gr.setValue('caller_id', gs.getUserID());
gr.setValue('priority', '3');
var sysId = gr.insert();

Update

var gr = new GlideRecord('incident');
if (gr.get('sys_id_here')) {
  gr.setValue('state', '6');  // Resolved
  gr.setValue('close_notes', 'Issue fixed');
  gr.update();
}

Delete (Use with Caution!)

var gr = new GlideRecord('incident');
if (gr.get('sys_id_here')) {
  gr.deleteRecord();
}

Bulk Update

var gr = new GlideRecord('incident');
gr.addQuery('state', '6');  // Resolved
gr.addQuery('resolved_at', '<', gs.daysAgoStart(30));
gr.query();

while (gr.next()) {
  gr.setValue('state', '7');  // Closed
  gr.update();
}

Query Operators

| = | addQuery('active', true) | Equals

| != | addQuery('active', '!=', true) | Not equals

| >, < | addQuery('priority', '<', '3') | Greater/Less than

| >=, <= | addQuery('sys_created_on', '>=', gs.daysAgoStart(7)) | Greater/Less or equal

| CONTAINS | addQuery('short_description', 'CONTAINS', 'error') | Contains string

| STARTSWITH | addQuery('number', 'STARTSWITH', 'INC') | Starts with

| ENDSWITH | addQuery('email', 'ENDSWITH', '@company.com') | Ends with

| IN | addQuery('state', 'IN', '1,2,3') | In list

| NOT IN | addQuery('state', 'NOT IN', '6,7') | Not in list

| ISEMPTY | addQuery('assigned_to', 'ISEMPTY', '') | Field is empty

| ISNOTEMPTY | addQuery('assigned_to', 'ISNOTEMPTY', '') | Field is not empty

Security Considerations

setWorkflow(false) - Skip business rules for bulk operations
setLimit() - Prevent runaway queries
Check canRead()/canWrite() - Verify ACL permissions
Never trust user input - Validate before using in queries

gliderecord-patterns

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