Decision Tables in ServiceNow are a powerful feature used to streamline complex decision-making processes by organizing rules in a tabular format. They help evaluate multiple conditions and return a result based on predefined logic, simplifying what would otherwise require extensive scripting.

Here's a summary of key aspects and resources:

• Understanding Decision Tables: A decision table in ServiceNow allows you to evaluate conditions across multiple fields and return a matching output. Each row represents a unique set of conditions and their corresponding output.
• How they are used: Decision tables can be called from scripts and flows, eliminating the need for complex if-else or case/switch statements. This makes logic management and updating easier.
• Use Cases: Common use cases include automating approval processes based on various criteria (e.g., purchase amounts) or dynamically categorizing incidents based on attributes like category and department.
• Benefits:
  
  • Simplified Rule Management: Replaces complicated conditional statements with an easy-to-understand table format.
    
  • Improved Maintainability: Allows administrators to update rules directly in the table without changing underlying scripts.
    
  • Enhanced Collaboration: Enables business users and developers to work together on rule definition.
• Implementation:
  
  • Decision Builder Plugin: Ensure the Decision Builder plugin is activated in your ServiceNow instance.
    
  • Creation: Navigate to Decision Builder > Decision Tables to create a new table, defining conditions and actions.
    
  • Integration: Decision tables can be integrated with Flow Designer by adding a "Make a Decision" action and mapping inputs and outputs.
    
  • Scripting: They can also be accessed via the DecisionTableAPI in server-side scripts.
• Considerations and Best Practices:
  
  • While useful, decision tables can become cumbersome with a very large number of conditions.
    
  • Input columns are evaluated as "AND" conditions; "OR" conditions require creating separate rows.
    
  • They may not be suitable for highly dynamic or complex scenarios requiring advanced scripting.
    
  • Performance issues can arise with excessive rows or intricate conditions.
    
  • It's recommended to create decision tables in a scoped application and use source control for versioning.
    
  • Consider who will be building and maintaining the decision to keep inputs simple for low-coders or use reference inputs for experienced developers.

Relevant Articles and Resources:

• Making Smarter Decisions in ServiceNow: A Guide to Decision Tables from the ServiceNow Community AI Platform blog: Making Smarter Decisions in ServiceNow
• Simplifying Complex Logic with Decision Tables in ServiceNow from the Developer blog: Simplifying Complex Logic with Decision Tables in ServiceNow
• Getting Started with Decision Tables - Workflow Automation CoE on the ServiceNow Community: Getting Started with Decision Tables
• Decision Tables - ServiceNow Documentation: Decision Tables Documentation
• Unleashing the Power of ServiceNow Decision Tables from the Architect blog: Unleashing the Power of ServiceNow Decision Tables
• Decision Tables Best Practices - Workflow Automation CoE on the ServiceNow Community: Decision Tables Best Practices
  

Thanks & Regards,

Subham Kumar Shaw

ServiceNow Architect/Consultant

ServiceNow Community Rising Star ' 2022/2023/2024