Properties & Branding
Master system properties, instance-wide configuration settings, user preferences, and how to customise the look of a ServiceNow instance — all high-frequency CSA exam topics.
System Properties Overview
System Properties are the master configuration layer of a ServiceNow instance. Every admin-controlled behaviour — from how many rows appear in a list to whether outbound email is active — is driven by a record in the sys_properties table.
System Properties are global key-value settings that control how ServiceNow behaves. Think of them as admin-level config switches — each property has a name (key), a value, and a description that tells you what flipping the switch does.
System Properties are like environment variables in programming: named settings stored outside your code that control runtime behaviour without requiring a code change or restart. Set DEBUG=true and the app changes — set glide.email.smtp.active=false and emails stop.
sys_properties.list in the filter navigator and press Enter. This opens the full list of every property on the instance — use the list filter to narrow by name, category, or value./sys_properties.do?sysparm_query=name%3D<property.name> to your instance URL to jump directly to a specific property record.The unique identifier used to reference this property in scripts and URL queries. Follows dot-notation namespacing, e.g. glide.ui.list_row_count.
The current setting. Can be a string, boolean (true/false), integer, or a comma-separated list depending on the property type.
Human-readable explanation of what the property controls. Always read this before changing a value in production.
Data type of the value field: string, boolean, integer, or choice. Type determines how the value is validated and displayed.
Either global (applies to the whole instance) or application-specific (applies only within a scoped app). Most admin-facing properties are global.
Some properties list valid choices in the Choices field. Entering an invalid value can break functionality, so always check the choices or description first.
Most system property changes take effect immediately — no restart is needed. A small number of low-level properties (e.g., certain JVM-level settings) require a node restart, but these are rare and outside CSA scope.
System Properties Categories
ServiceNow organises its hundreds of properties into logical namespaces using dot-notation prefixes. Knowing which prefix governs which area of the platform lets you locate and reason about unfamiliar properties quickly.
Controls UI appearance and behaviour: list row counts, date formats, default views, and classic UI display options.
Governs email notifications: SMTP server, from-address, outbound mail enabled/disabled, and inbound email processing.
Controls access, password policies, ACL enforcement, and session security parameters across the instance.
Manages authentication settings for web services and REST API calls, including whether basic auth is required and allowed user agents.
Controls file attachment behaviour: maximum file size, allowed file types, and storage settings for uploaded files.
Governs import set processing: batch size, error handling, transform map defaults, and staging table cleanup.
Controls server-side scripting behaviour: debugger settings, script include caching, and execution quotas to prevent runaway scripts.
Branding and theme properties: primary colour, banner colour, and other visual customisation values used in the classic UI.
| Property Name | Default Value | What It Controls |
|---|---|---|
| glide.ui.list_row_count | 20 | Default number of rows displayed per page in all list views across the instance |
| glide.sys.log.level | WARNING | System log verbosity; values: DEBUG, INFO, WARNING, ERROR, CRITICAL |
| glide.basicauth.required | true | Require basic authentication for web service (SOAP/REST) access to the instance |
| glide.email.smtp.active | true | Enable or disable all outbound email from the instance (safety switch) |
| glide.attachment.max_size | varies | Maximum file size (bytes) for a single attachment upload; blocks larger files |
| css.base.color | #0070db | Instance primary branding colour used in the classic UI banner and components |
The CSA exam tests recognition of specific property names. You are most likely to see questions about glide.ui.list_row_count (rows per page), glide.email.smtp.active (disable test-instance emails), and the distinction between a system property and a user preference for the same setting.
User Preferences vs System Properties
This is one of the most heavily tested distinctions on the CSA exam. Both influence how the platform behaves, but at completely different scopes — one affects a single user, the other affects every user on the instance simultaneously.
| Aspect | User Preferences | System Properties |
|---|---|---|
| Scope | Applies to one user only | Applies to the entire instance (all users) |
| Location | User Profile > Preferences (gear icon or profile menu) | sys_properties table / System Properties menu |
| Who can change | Any user — for their own preferences only | System Administrator role (sys_admin) required |
| Storage table | sys_user_preference |
sys_properties |
| Common examples | Date/time format, rows per page override, UI theme, language | Email server, log level, max attachment size, base colour |
| Persistence | Stored in the user's profile — survives logout/login | Stored instance-wide — changes are immediate and permanent until changed again |
| Override behaviour | User preference overrides the system property for that user | Acts as the default for any user who has not set their own preference |
When the exam asks "a user wants to change their date format" → answer is User Preferences. When it asks "the admin wants to change the default date format for all users" → answer is System Property. Scope of the change determines the tool.
The property glide.ui.list_row_count sets the default row count for all users. However, individual users can override this in their own User Preferences. If the question mentions "one user sees a different number of rows than everyone else," the answer involves User Preferences, not the system property.
Instance Branding
ServiceNow allows administrators to apply custom branding to give an instance a company-specific appearance. Branding settings are found under System Properties and the Basic Configuration module.
Navigate to System Properties > Basic Configuration > UI — or type Basic Configuration in the filter navigator — to access the core branding panel.
db_image table and referenced by a system property.css.banner.color system property. Common use: match company brand colour. Changing this is reflected immediately for all users..ico or small PNG to replace the ServiceNow favicon shown in the browser tab. Helps users identify the instance at a glance when multiple tabs are open.#0070db). Override with your brand's hex colour.The modern Next Experience UI uses a separate theming system driven by CSS custom properties. Theme configuration lives under System UI > Themes.
- Theme Editor: Visual tool for editing colour variables that drive the entire Next Experience look — primary colour, secondary colour, and accent colour tokens.
- Color Variables: Changes propagate through the entire component library automatically — update the primary colour once, and every button, pill, and progress bar updates.
- Per-Theme Deployment: Multiple themes can exist on an instance; users can switch if allowed by policy.
- Dark / Light Mode: Next Experience supports light and dark mode toggled via user preferences.
For the CSA exam, know where branding settings live: classic UI branding is in System Properties > Basic Configuration. Next Experience theming is in System UI > Themes. You will not be tested on advanced CSS variable manipulation or theme JSON structure — just navigation and purpose.
Accessing & Modifying Properties Safely
System properties are powerful — and dangerous if misused. The CSA exam tests both how to find properties and when it is safe to change them.
sys_admin role can create, read, and modify records in the sys_properties table. Regular users and even elevated roles like itil or admin (non-sys_admin) cannot change system properties.sys_properties.list in the filter navigator to open the full list.email to see all email-related properties.- Test on PDI first: Your Personal Developer Instance (PDI) is the safe sandbox. Always verify the effect of a property change on a non-production instance before touching production.
- Document before changing: Note the original value before editing. System Properties has no built-in undo — if you break something, you need to know what to revert to.
- Read the description: Every property record has a Description field that explains the impact. Never change a property without reading it.
- Scripting properties (
glide.script.*): These affect server-side script execution and can dramatically impact performance or security. Treat with extra caution.
Changing security-related properties carelessly can lock you out of the instance. For example, setting glide.basicauth.required=false on the wrong property could expose your web services. Disabling authentication properties without proper planning can prevent all logins. Always test on a non-production PDI first.
System Settings — The Gear Icon Panel
Every logged-in user (not just admins) can access a quick-settings panel via the gear icon in the top banner. This panel provides personal UI preferences — it is not the same as System Properties.
Click the ⚙ gear icon in the top banner (classic UI) or the Settings link in the user profile menu (Next Experience). The System Settings panel slides out on the right side of the screen.
Reduces whitespace in the UI — tighter list rows, smaller form fields. Useful on small screens or for power users who prefer a dense information layout.
Increases colour contrast for accessibility. Replaces subtle glass tones with higher-contrast alternatives to meet WCAG accessibility guidelines.
Show or hide the open-tabs bar below the top navigation. Useful for users who prefer to navigate with the application menu rather than persistent tabs.
Adjust the base text size across the UI: Small, Medium (default), or Large. Stored in the user's preference — does not affect other users.
Shows script field names in square brackets next to field labels, and column names in list headers. Invaluable for developers building scripts and integrations.
If the admin has enabled multiple themes, users can switch between them here. Theme selection is stored as a user preference in sys_user_preference.
System Settings (gear icon) = per-user preferences stored in sys_user_preference. Any logged-in user can change their own settings. System Properties (sys_properties) = admin-only global settings that affect the whole instance. The CSA exam will test whether you know which to use for a given scenario — always identify whether the change should affect ONE user or ALL users.
When Developer mode is enabled in System Settings, field labels in forms appear with the internal field name in brackets, e.g. Short Description [short_description]. This is purely a personal preference — it does not affect other users or change any system behaviour. It is toggled per user in the gear icon panel, not in system properties.
The property glide.ui.list_row_count sets the default rows per page. Individual users can override this value in their own User Preferences (gear icon > General). The system property is the fallback for users who have not set their own preference.
The fastest way to locate any property: type sys_properties.list in the filter navigator, then use the list column filter Name contains [keyword]. For example, search contains smtp to find all SMTP-related properties without having to browse menus.
The CSA exam may ask where to change the company logo or banner colour. The correct path for classic UI is System Properties > Basic Configuration > UI (also accessible by searching "Basic Configuration" in the filter navigator). Do not confuse this with the user-facing gear icon panel, which does not contain branding options.
Know the table names: System Properties live in sys_properties. User Preferences live in sys_user_preference. The exam may ask which table a particular setting is stored in — these two are the most commonly tested.