ServiceNow Health and Safety has delivered several top innovations and enhancements in the July 31, 2025 release.
For additional details, refer to the product documentation and release notes on the ServiceNow Store listings.
Overview of Enhancements and New Features:
- Contractor Service Center
- Agent Mobile Health and Safety Incident Management
- Additional Features
- Updated Health and Safety Workspace Dashboards
Contractor Service Center
Plugin: Contractor Service Center V.1.0 [sn_hs_csc]
Persona: Contract Workers, Managers, and EHS Teams
Roles:
|
Role Name [name] |
Description |
Contains |
|
Contractor [sn_hs_csc.contractor] |
- Can access self-service capabilities in the Contractor Service Center to report incidents and observations, request permits, complete JSAs, complete tasks, and upload documents |
-sn_ohs_im.observation_reporter - sn_hs_rm.safety_register_reader - snc_external - sn_wsd_core.workplace_user - sn_ohs_im.incident_reporter - sn_hs_rm.permit_requestor - sn_hs_rm.jsa_reporter |
Supporting a culture of safety, a dedicated portal has been created for contract workers to access safety resources, complete tasks, and stay informed. Within Contractor Service Center, contract workers can be assigned pre-qualification tasks, report Health and Safety Incidents and Observations, request Permit to Work, read knowledge articles, view safety data sheets in the Safety Register, and complete Job Safety Analysis.
Note: To use Contractor Service Center, contractor companies and contract workers must first be added to Health and Safety Contractor Management. For more information on how to set up contractor companies and contractor workers, please refer to the November Blog.
Contract workers are considered external users to ServiceNow. First add the contract workers to sys_user and grant these users the snc_external role.
How to Use:
Once contract workers are added to Health and Safety Contractor Management, Health and Safety profiles are created for each contract worker and an email is automatically sent to the contract worker to log in to ServiceNow.
Since these workers are external to the company, the email of the contract worker can be any provided email and does not require a company email.
Out of the box ServiceNow provides an email template but this can be configured to the branding of the organization.
Contract workers will receive this email and be prompted to log in to the portal. After logging in to the portal for the first time, they will be able to change the password to their own unique password.
The Contractor Service Center can be branded and tailored to fit the desired experience for contract workers.
Under My Tasks contract workers or points of contact at the contractor company can be assigned pre-qualification tasks. Assigned points of contact for the contractor company can upload documents on company information, safety performance, and licensing and certifications.
Individual workers can complete pre-qualification tasks, so they are ready to come on site such as uploading their own certifications, completing a training, or submitting fit-for-duty documentation such as respirator testing.
Pre-qualification tasks are using Health and Safety Actions [sn_ohs_im_action] and can be corrective, preventive, task, or learning.
Contract workers have access to report Health and Safety Incidents and Observations, submit JSAs, and request permit to work. They also can read knowledge articles and view the Safety Register. The delivered functionality of these records is the same experience for employees. Customers can choose to update the workflows for their desired end state for contractors.
For example, adding additional variables on the observation record for contractor specific information.
For more information on Health and Safety Incidents and Observations, JSAs, Safety Registers, and Permit to work please refer to our docs and previous blogs.
Setting Up Contractor Service Center:
Contractor Service Center [sn_hs_csc] will need to be downloaded or updated to (1.0.2) from the store into your instance.
Release Compatibility: Zurich and Yokohama
Requires: Health and Safety Contractor Management (4.0.0)
Agent Mobile for Health and Safety Incidents:
Agent mobile provides and easy to use experience that is consistent where supervisors and managers often work for other Health and Safety workflows. In real time, supervisors and managers can conduct investigations from their mobile device and collect key details to determine the root cause of the incident.
How to Use:
- Log in to Agent Mobile with the [sn_ohs_im.agent] or [sn_ohs_im.manager] role
- Select Home
- Under quick links. Select Safety Incidents
- Create a new incident
- Submit details of the incident
Within the incident request, additional fields from the Health and Safety workspace have been added for additional context of the incident. Managers can now add sequence of events, identify if the incident has sensitive content or was closed in the field, choose the assignment group, the assigned to user, and add additional people to the watchlist.
Note: Creating the incident details is available offline. Once the incident is submitted, the record will be held in an outbox until the device regains connectivity or service.
Once the incident has been submitted, managers can then perform root cause analysis, add people involved, submit more details on the injury, and assign corrective and preventive actions.
- From the list view of all submitted incidents, select the previously submitted incident
Adding a Root Cause Analysis
- Select Related Lists
- Select Root Cause Analysis
- In the top right select …
- Select add new root cause analysis
- Complete the RCA input form
- Once submitted, to edit the record, select the record and then select the … in the top right of the screen
Adding Actions
- Select Actions
- In the top right select …
- Select add new action
- Complete the action form
- Once submitted, to edit the record, select the record and then select the … in the top right of the screen
Adding People Involved
- Select People involved
- In the top right select …
- Select add new people involved
- Complete the people involved form
- Once submitted, to edit the record, select the record and then select the … in the top right of the screen
Adding Injury and Illness
- Select Injury and illness
- In the top right select …
- Select add new injured person
- Complete the injured person form
- Once submitted, to edit the record, select the record and then select the … in the top right of the screen
Within the activity stream managers can add comments, take pictures, or add attachments.
To change the state or edit any details of the safety incident select the … from the top right of the screen.
Note: If an incident has been submitted, the manager can edit the incident and edit or add any of the related lists while offline.
Setting Up Agent Health and Safety Incident:
Download the Agent Mobile app from the App Store or Google Play Store
Health and Safety Incident Management [sn_hs_im_incident] will need to be downloaded or updated to (11.0.0) from the store into your instance.
Release Compatibility: Zurich, Yokohama, Xanadu
Additional Features:
To accelerate time to value for customers, additional dashboards have been delivered and are available in the Health and Safety workspace.
Metrics can be filtered by location and date range. Note if the plugin is not downloaded, for example Risk Management, the metrics tab will not appear.
Highlights
Incident Management
Risk Management
