Knowledge: Use Bullets and Numbered Lists

Lists can be used to better organize an article and make it easier to scan.

  • If you have more than two items in a row and order doesn't matter, use a bullet (unordered) list.
  • If you have more than one step in step-by-step instructions, use a numbered (ordered list).
  • If you only have one instructional step, use a bullet.
  • Try to limit lists to a max of 7-9 steps as they are easier to read and follow.

The TDX Editing toolbar contains an Insert/Remove Numbered list button and an Insert/Remove Bulleted list button. 

Creating a numbered (ordered) list

  • Click the Insert/Remove Numbered list button to create a simple ordered list. The Default style, Arabic numeral, will be applied.

Example

Do the following to complete the task: 

  1. Do this step first.
  2. Do this step second.
  3. Finish with this step.

Creating a bullet (unordered) list

  • Click the Insert/Remove Bulleted list button to create a simple ordered list. The Default style, the filled in circle, will be applied.

Example

Here are some ideas:

  • Idea number one
  • Here's another idea
  • And one more idea

Creating a nested numbered (ordered) list

To create a nested, numbered list:

  1. Click the Numbered list button. The Default style,Arabic numeral is applied.
    1. Press the Tab key or click the Increase indent button indent-button-servicenow-editor.JPGx to make a sub-step. 
    2. Select the Numbered list drop-down menu and select Lower Alpha.
    3. Press Enter.
      1. Tab to make a sub-sub-step. Use Lower Roman
      2. Second sub-sub-sub step.
        1. Tab to make a sub-sub-sub-step. It will default to Lower Roman.
        2. If you need sub-sub-sub-sub steps (you probably won't), the Lower Roman style will be applied by default when you tab or indent...
          1. ...as seen here
  2. Click the Decrease indent button decrease-indent-button-servicenow-editor.JPGx as many times as you need to return to the different levels of the list.
  3. Etc...

Creating a nested list that uses both numbers and bullets

You can create combination lists when the situation warrants. For example, if a step's action requires the user to make a choice between options, the options should be listed as bullets.

  1. Do this step first.
  2. Make a bullet sub-list. ServiceNow automatically applies the next bullet style in the menu. 
    • Option A
    • Option B
    • Option C has two steps
      1. This is an ordered list. Click the Numbered list menu and choose Lower Alpha.
      2. And another
  3. Do this step now. 
  4. Etc...

List punctuation

Punctuate bullets consistently. 

  • If bullets are sentences, end each one with a period. 
  • If bullets are phrases or fragments, use no end punctuation.

If you are using sentences, use them consistently. However, you can use phrases or fragments for sub-bullets; just be consistent.