SD IT service management notes

[VaranAwesomenow]

Keypoints

*********

The rollback window is 10 days by default. You can customize this window by modifying the glide.rollback.expiration_days property. 

ServiceNow can restore an instance to any point in time, regardless of when a backup is completed. Customer Service and Support provides support 24 hours a day, 7 days a week for assistance with critical post-upgrade issues.

Links to infocards

*******************

https://downloads.docs.servicenow.com/resource/enus/infocard/infocard-itom.pdf

Browser requirements

********************

ATF : Automated Test Framework supports running tests only from desktop browsers. You can't run tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require additional configuration.

ServiceNow workspaces do not support Microsoft Internet Explorer or Microsoft Edge

Natural Language Understanding -> For optimal performance on the Now Platform, use the NLU Workbench in Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge. The NLU Workbench isn't supported in Microsoft Internet Explorer.

Policy and Compliance Management -> Policy and Compliance Management requires the latest public release of the browser, and two previous release versions of the following browsers: Chrome, Firefox and Firefox ESR, and Microsoft Edge Chromium Safari 12.0 and later versions

Robotic Process Automation (RPA) Hub -> ServiceNow workspaces do not support mobile devices. ServiceNow workspaces do not support Internet Explorer or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

UI Builder -> Internet Explorer is not supported.

Virtual Agent -> Virtual Agent supports various browsers, including Internet Explorer 11 and Microsoft Edge. However, custom controls are not supported on Internet Explorer 11. For details on other supported browsers, see Browser support.

Walk-up Experience -> You can access Walk-up Experience through the ServiceNow® Workspace. ServiceNow workspaces do not support mobile devices.

If you are on New York or an earlier release and using Internet Explorer 11 or Microsoft Edge with any workspace, such as ServiceNow CSM Agent Workspace or ServiceNow Vendor Manager Workspace, then you must first migrate to a newer browser. After you upgrade to a new browser, you can upgrade to at least the Orlando release.

Workspace -> Workspace does not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge are not supported. Instead, use Microsoft Edge-Chromium

Accessibility information for all San Diego features and products

*****************************************************************

WCAG compliance

Assessments and Surveys -> WCAG 2.1

Knowledge Management ->  (WCAG) 2.0

Mobile -> text-label typography

Natural Language Understanding -> WCAG compliant

Next Experience UI : 

Select accessibility preferences in the user preference menu

Show date and time formats on forms.

Replace colors with patterns in charts and graphs.

Enable special keyboard shortcuts.

Enable data table for charts and graphs.

Reduce the motion of animations.

Enable keyboard navigation in classic lists and form fields when Next Experience is enabled.

Service Catalog : 

A new tab icon has been added in the tooltip for catalog item names that are truncated because of longer text size in the SC Category Page widget in Service Portal.

Product localization information in San Diego

*********************************************

AI Search : AI Search supports international languages.

Core Now Platform : 

Select translations from the following tables for the new locale based on the user language preference.

Translated Name / Field [sys_translated]

Message [sys_ui_message]

Fieldlabel [sys_documentation]

Choice [sys_choice]

TranslatedText [sys_translated_text]

Knowledge Management :

Beginning with the San Diego release, you can request ServiceNow personnel to customize your Languages [sys_language] table. You can create translations of knowledge articles into any combination of language and region configured in the table. These combinations must be in compliance with the Internet Engineering Task Force (IETF) BCP-47 standard. 

Localization Framework : 

If you are using the Rome release and you are using any custom artifact configurations, then upgrade your artifact configuration records to use Processor Script contract instead of the legacy Read and Save script contract.

Natural Language Query : 

NLQ is available in English, Spanish, French, German, and Japanese.

Natural Language Understanding :

The NLU Workbench user interface supports localization.

Password Reset :

A new feature that supports customized process and verification names for end users also supports customized names, which apply in any geographical location

Service Catalog :

You can translate a catalog item into multiple languages using various translation methods. For more information, see Localization Framework.

Virtual Agent :

The Localization Framework is integrated in Virtual Agent Designer.

Changes to plugins in the San Diego release

******************************************

Plugin Status Description Details

Advanced Work Assignment for CSM

[com.sn_csm.awa]

Maintenance mode only.Activating Customer Service (com.sn_customerservice) plugin will activate this plugin.

Agent Intelligence

[com.glide.platform_ml]

Renamed to Predictive Intelligence in New York.Predictive Intelligence enables the creation of machine learning solutions using data in your instance. The plugin provides various capabilities and solution types for training the system to predict, recommend, and drive data outcomes. A trained solution can be invoked by any application through the use of a prediction API.

Agent Intelligence Reports

[com.glide.platform_ml_pa]

Renamed to Predictive Intelligence Reports in New York.The Predictive Intelligence Reports Plugin provides dashboards and reporting for ongoing performances of machine learning solutions that are created under Predictive Intelligence.

Agile Development 1.0

[com.snc.sdlc.scrum.pp]

Deprecated in Paris. Agile Development 1.0 helps you manage and track software development life-cycles through an iterative, incremental, and flexible approach. This plugin (com.snc.sdlc.scrum.pp) is no longer available for activation. For enhanced agile capabilities, you can activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0).

Amazon Web Services

[com.snc.aws]

Deprecated and non-supported. Provided Integration with Amazon Web Services - CloudFormation, EC2 Replaced by Cloud API [com.snc.cloud.api].

Chef Activities

[com.snc.orchestration.activities.chef]

Deprecated in the Now Platform New York release.Uses workflow technology to utilize activities that work with Opscode's Chef product.

Cisco Webex Meetings Spoke

[com.sn.webex_meetings.spoke]

Deprecated in OrlandoThe Cisco Webex Meetings Spoke for IntegrationHub provides actions that a Process Analyst can use when designing flows. The actions allow them to automate Webex.

Cloud Provisioning and Governance

[com.snc.cloud.mgmt]

Plugin requires a separate subscription. Renamed in Rome Cloud Provisioning and Governance - Integration with AWS, Azure, VMware OOB and extensible to add support for new clouds. Renamed to Cloud Provisioning and Governance plugin from Cloud Management plugin.

Cloud Provisioning and Governance Core

[com.snc.cloud.core]

Renamed in Rome Cloud Provisioning and Governance Core - Discovery and Resource Blocks. Renamed to Cloud Provisioning and Governance Core plugin from Cloud Management Core plugin.

Cloud Provisioning and Governance - Terraform Connector for IBM CloudPlanned for deprecation in the U release.

Cloud Management v1 (CMPv1)

[com.snc.runbook_automation.vmware], [com.snc.aws], [com.sn.azure]

Deprecated in Paris. Transition to Cloud Management v2. Cloud API Framework ( com.snc.cloud.api), Cloud Management Core (com.snc.cloud.core), Cloud Management (com.snc.config.mgmt)

CMDB: IT Fundamentals

[com.sn_apphealth]

Planned for deprecation in the T release. Transition to CMDB Data Workspace/Insights and Data Foundation Dashboard (to be released on ServiceNow Store in September 2021).

CMS User Interface - Service Management Core

[com.snc.service_management.core.cms]

Maintenance mode only.All Content Management System items (blocks, pages, and menus) used to reference core IT self-service applications are packaged in this plugin. It is also the core foundation for all Service Management applications.

Coaching Loops

[com.snc.coaching_loops]

Deprecated in Quebec.

For enhanced capabilities, transition to the new Coaching application (com.sn_coaching).

Collaboration Services

[sn_tcm_collab_hook]

Starting with the Paris release, the Collaboration Services for Task Communications Management plugin is renamed as Collaboration Services.Provides the ability to communicate over Slack.

Configuration Management For Scoped Apps (CMDB)

[com.snc.cmdb.scoped]

Active by default in Rome .Enables scoped apps access to Identification Engine APIs.

Connect Support

[com.glide.connect.support]

Maintenance mode only.

Builds on the Connect messaging platform and enables support agents to provide real-time assistance to end users, using queues.

Content Management

[com.glide.cms]

Maintenance mode only.

Content Management Extended Types

[com.glide.cms.types]

Maintenance mode only. An extension to Content Management that adds iFrames and Flash frames.

You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.

Content Management IFrame Type

[com.glide.cms.type.iframe]

Maintenance mode only.

Content Management Flash Type

[com.glide.cms.type.flash]

Maintenance mode only.

CSM Account Hierarchy

[com.snc.sn_csm_account_hierarchy]

Maintenance mode only.

CSM Lookup and Verify

[com.snc.sn_csm_lookup_verify]

Maintenance mode only.

CSM Workspace

[com.snc.agent_workspace.csm]

Maintenance mode only.

CSM Workspace - Components

[com.csm_workspace_components]

Maintenance mode only.

Document Viewer

[com.snc.documentviewer]

Enables you to view documents directly within the platform rather than downloading them to their own file system.

Embedded Help

[com.glide.embedded_help]

Embedded help is only available in UI16. It is not compatible with UI15.

Employee Document Management

[com.sn_employee_document_management]

Changed in Orlando.Enables you to manage large numbers of employee documents efficiently. Provides storage space and a filing system that allows you to easily retrieve documents, as well as define who can view sensitive documents, and when to purge documents.

Note: To use Employee Document Management, the Human Resources Scoped App: Core plugin must be licensed and activated.

Employee Service Center

[com.sn_hr_service_portal]

Changed in Orlando.Activates a portal framework that allows administrators to build a mobile-friendly self service experience for users. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Warning: Be sure that you do not have plugin Human Resources Application: Core activated. This plugin is a new HR application that duplicates some functionality in Human Resources Application: Core. If you have any questions about this plugin, contact your ServiceNow account manager.

Enterprise Release Management

[com.snc.enterprise_release_management]

Deprecated in Quebec.

Enables you to efficiently plan and manage enterprise releases, product releases, and deployment process. For enhanced capabilities, you can transition to Release Management (com.snc.release_management_v2).

ESS Portal (implemented within Content Management)

[com.glide.cms.extensions]

Maintenance mode only.ESS portal content management application. Demo data includes the actual ESS portal. You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.

Event Management Connector

[com.sn_em_connector]

Facilities Move Management

[com.snc.facilities_service_automation.move]

Maintenance mode only.

Planned for deprecation in March 2025 or subscription term end.

Enables single user move functionality as well as Enterprise Move and move planning functionality. Transition to Workplace Service Delivery.

Facilities Service Management

[com.snc.facilities_service_automation]

Planned for deprecation in March 2025 or last subscription term end. Manages facilities requests and enables users to report and track requests by their location. To view requests on a floor plan, the Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) plugin is required.

Integration files installed when Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) is also installed.

Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details. Transition to Workplace Service Delivery.

Facilities Service Management CMS Portal

[com.snc.facilities_service_automation.cms]

Maintenance mode only.

Facilities Service Management Mobile

[com.snc.facilities_service_automation_m]

Maintenance mode only.Manages facilities service management mobile components.

Facilities Service Management Floor Plan Viewer

[com.snc.facilities_service_automation.fpv]

Deprecated.Provided a floor plan view as part of Facilities Service Management. The floor plan view has been replaced by interactive facility maps.

Facilities Visualization Workbench

[com.snc.facilities_service_automation.fvw]

Planned for deprecation in March 2025 or subscription term end. Enables the interactive floor plan functionality. Transition to Workplace Service Delivery.

Field Service Management CMS Portal

[com.snc.work_management.cms]

Maintenance mode only.Lets you launch Field Service Automation and other service management applications from a single CMS page.

Finance Service Management

[com.snc.finance_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Finance Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Finance Service Management CMS Portal

[com.snc.finance_service_automation.cms]

Deprecated in OrlandoLets you launch Finance Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

GRC: GDPR DPIA Accelerator

[com.sn_irm_gdpr_dpia]

Planned for deprecation in the T release. Migrate to the successor technology called Privacy Management.

GRC: NIST RMF Use Case Accelerator

[app-irm-nist-rmf]

Deprecated in San Diego . This will be replaced by GRC: Continuous Authorization and Monitoring.

GRC: RiskLens Integration

[com.sn_irm_risklens]

Deprecated in November 2020. Migrate to RiskLens ™ Assessment Integration on the ServiceNow Store.

Help The Help Desk

[com.snc.help_the_help_desk]

Deprecated in Quebec. Replaced by Agent Client Collector.

Homepages Changed in San Diego. An action is provided to migrate homepages to dashboards on demand from the sys_portal_page list.

HR Workday Integration 

[com.sn_hr_wday]

Deprecated and non-supported.

Human Resources Application: Core CMS

[com.snc.hr.core.cms]

Maintenance mode only.Provides case and knowledge management for HR. Standardizes the documentation, interaction, and fulfillment of employee inquires and requests while having visibility into the quantity and type of cases coming in.

Human Resources Scoped App: Lifecycle Events

[com.sn_hr_lifecycle_events]

Changed in Orlando.Activates the Enterprise Onboarding and Transitions module. Combined with other licensed applications, provides a full-service, employee journeys experience such as onboarding or parental leave of absence for employees and those managing the process.

Human Resources Scoped App: NLU Model

[com.sn_hr_nlu_model]

Changed in Rome . Activates the NLU model used by HR Virtual Agent to identify conversation topics. It provides NLU models in German, French, Spanish, and Japanese languages in addition to the English language NLU model. Renamed to HR Service Delivery NLU Model for Virtual Agent Conversations (sn_hr_nlu). This plugin is available on the ServiceNow Store.

Human Resources Scoped App: Virtual Agent Conversations

[com.sn_hr_virtual_agent]

Changed in Orlando.Activates a conversational bot platform for providing user assistance through conversations within a messaging interface for HR.

Note: To use Virtual Agent for HR, the Human Resources Scoped App: Core and the Glide Virtual Agent plugins must be licensed and activated.

IBM QRadar on IBM E-force Exchange Deprecated in October 2020. Replaced by IBM QRadar Offense Ingestion for Security Operations on the ServiceNow Store.

Incident Alert Management

[com.snc.iam]

Changed in Madrid.Renamed to Incident Communication Management.

Integration - OpenID SSO

[com.snc.integration.sso.openid]

Planned for deprecation the U release. Legacy version of single sign-on used with an external OpenID Provider (OP). OpenID Connect is provided in London but is limited to Web Services. Transition to “Integration - Multiple Provider Single Sign-On Installer” plugin (com.snc.integration.sso.multi.installer) and configure IDP to use OIDC based SSO feature.

Investment Funding

[com.snc.investment_planning], [com.snc.investment_planning_pmo]

Planned for deprecation in the T release. Enables continuous and flexible investment funding for the funding entities based on their priorities and strategic objectives. It provides the options of top-down and bottom-up funding and defunding an entity. Activate Investment Funding on the ServiceNow Store (to be released on Store in September 2021).

iText5 PDF generator

[com.snc.pdf_generator]

Planned for deprecation in the T release. Tool to generate PDF documents. This will be replaced by iText7 PDF generator.

ITSM Mobile

[com.sn_itsm_mobile]

Deprecated in San Diego. ITSM Mobile Experience Migrate to ITSM Mobile Agent on the ServiceNow Store.

ITSM Pro - Service Owner Workspace

[com.spm_owner_workspace]

Planned for deprecation in a future release. Provides a premium Service Portfolio Management experience. Portfolio managers and service owners access an integrated and graphically intuitive user interface to manage and monitor portfolios and services. Migrate to Digital Portfolio Management on the ServiceNow Store.

Knowledge Management V2

[com.glideapp.knowledge2]

Deprecated in Orlando.Activate this plugin to enable support for Knowledge articles.

Legacy Notify

[com.snc.notifynow]

Deprecated in the Now Platform New York release. Enables bi-directional notifications over SMS, voice, and conference bridges. Replaced by Notify [com.snc.notify].

For more information about the changes that happen automatically when migrating to Notify from Legacy Notify, see Migrating from Legacy Notify.

Legal Service Management

[com.snc.legal_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Legal Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Legal Service Management CMS Portal

[com.snc.legal_service_automation.cms]

Deprecated in OrlandoLets you launch Legal Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Legacy Survey

[com.snc.bestpractice.task_survey], [com.glideapp.survey], [com.snc.assessment], [com.glideapp.survey_wizard]

Deprecated in Rome .

Link Generator

[com.snc.linkgenerator]

Changed in Orlando.Activates the Link Generator that allows you to create deep links on an HR form to access information outside the application. You can generate URLs to manage content, knowledge articles, and catalogs or access social media or fulfillment requests.

List v3 components

[com.glide.ui.list_v3_components]

No longer available for deployments. Contact Customer Service and Support for assistance.List v3 Components (including REST endpoints, directives, and templates)

Lookup and Verify

[com.snc.sn_lookup_and_verify_config]

Maintenance mode only.

MaestroRS

[app-irm-bcm]

Planned for deprecation in March 2024 or last subscription term end. Activate the four Business Continuity Management replacement applications on the ServiceNow Store;

GRC: Business Continuity Management – Core

GRC: Business Continuity Planning

GRC: Business Impact Analysis

GRC: Business Continuity Management – Components

Marketing Service Management

[com.snc.marketing_service_automation]

Planned for deprecation in February 2023 or last subscription term end.Lets you launch Marketing Service Automation and other service management applications. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

Marketing Service Management CMS Portal

[com.snc.marketing_service_automation.cms]

Deprecated in OrlandoLets you launch Marketing Service Automation and other service management applications from a single CMS page. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.

MID Server support for integrations using TLS 1.1 and below versions Planned for deprecation in the U release. Use TLS 1.2 or above version for integrations with the MID server.

Mobile Analytics

[com.glide.mobile.analytics]

Replaced as the core plugin by the User Experience Analytics plugin

The User Experience Analytics [com.glide.appsee] is the core plugin for San Diego. In new and upgraded instances, this plugin checks for new web and mobile applications to register, and provides access to the Dashboard​.

The Mobile Analytics [com.glide.mobile.analytics] plugin contains the scheduled jobs and business rules to automatically register mobile apps, but uses the APIs and tables from the com.glide.appsee plugin.

Replaced by User Experience Analytics [com.glide.appsee] as the core plugin.

Mobile Classic Planned for deprecation in the T release. User interface for mobile devices running iOS 6+ or Android 4+ with the Chrome browser. Migrate to ServiceNow Mobile. For guidance on migration, see Migration Guide.

Modules IT

[com.snc.pa.hr_core], [com.snc.pa.hr.context_sensitive_analytics], [com.snc.hr.pa]

Deprecated in the Now Platform New York release.

Notify Twilio Driver

[com.snc.notify.twilio]

Deprecated in the Now Platform Paris release. Provides Notify support for Twilio. Requires a separate contract with Twilio for SMS/Voice capabilities. Migrate to Notify-Twilio Direct driver (com.snc.notify.twilio_direct).

Onboarding Mobile

[com.sn_hr_onboarding]

Deprecated in San Diego. Migrate to the HR Mobile plugin on the NOW Mobile application.

Operator Workspace

[com.itom-noc-app]

Content for Operator Workspace. New Dashboard page for the Operator role on the Agent Workspace page.

Performance Analytics - Content Pack - Human Resources Employee Document Management Scoped App

[com.sn_hr_employee_files_pa]

Changed in Orlando.Provides Performance Analytics reports and dashboards for Employee Document Management.

Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App

[com.sn_hr_lifecycle_pa]

Changed in Orlando.Enables you to define and track key performance indicators (KPIs) for Enterprise Onboarding and Transitions and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.

Performance Analytics - Content Pack - Human Resources Scoped App

[com.sn_hr_pa]

Changed in Orlando.Enables you to define and track key performance indicators (KPIs) for HR and show these in scorecards and dashboards. Activation of this plugin on production will require a PA Premium license. Contact ServiceNow for details.

Predictive Intelligence Reports

[com.glide.platform_ml_pa]

New name for Agent Intelligence Reports in New York.

Puppet Activities

[com.snc.orchestration.activities.puppet]

Deprecated in New York.

Recorded Future Integration for Security Operations

[com.snc.threat.recordedfuture]

Planned for deprecation in the T release. Migrate to Recorded Future for Security Incident Response and Threat Intelligence on the ServiceNow Store.

Risk Vendor Portal

[com.snc.vendor_portal]

Planned for deprecation in the Now Platform Rome release. Upgrade to GRC Vendor Risk Management v10.0.2 and the new Vendor Assessment Portal will automatically be loaded.

Salesforce Spoke v1 for IntegrationHub

[com.sn.salesforce.spoke]

Deprecated in San Diego. Migrate to Salesforce Spoke for Integration Hub v1.2 (com.sn.sforce.v2.spoke).

SAML 1.1 Single Sign-On - Update 1

[com.snc.sso.saml11.update1]

Planned for deprecation in the U release. Transition to “Integration - Multiple Provider Single Sign-On Installer “ plugin (com.snc.integration.sso.multi.installer) and configure IDP to use the SSO feature.

SCCM Plugins

[com.snc.integration.sccm2007], [com.snc.integration.sccm2012v2], [com.snc.integration.sccm2016]

Planned for deprecation in the T release. Activate replacement plugin, Service Graph Connector for SCCM on the ServiceNow Store.

Service360

[com.snc.service_360]

Planned for deprecation in Rome. Tracks KPIs for Service Portfolio Management plugin. For enhanced capabilities, transition to Service Owner Workspace (com.spm_owner_workspace). This is part of the ITSM Pro license.

Service Catalog CMS Extension

[com.glideapp.servicecatalog.cms]

Maintenance mode only.Provides the ability to define the catalog experience within CMS.

Service Desk Call

[com.snc.service_desk_call]

Deprecated in Quebec. Enables Service Desk staff to collect information in a call that does not relate to a specific process. The call is transferred to an incident, problem, change request or service catalog request. Transition to Interaction Management on Agent Workspace.

Service Management Application Designer Planned for deprecation in the T release. Allows you to create custom applications that use a similar service management workflow. The feature can be enabled using App Engine Studio (com.snc.app-engine-studio).

Service Portal Social QA

[com.glide.service-portal.sqanda], [com.snc.knowledge.social_qa.ui]

Planned for deprecation in the Now Platform Rome release. Service Portal Social QA lets people ask questions and get answers from their peers, because none of us is as smart as all of us. Transition to communities application (com.sn_customer_communities).

ServiceNow Add-Ins for Microsoft Outlook plugin

[com.sn_outlook_addin]

Renamed to ServiceNow Add-Ins for Microsoft Office in Rome .

Enables users to interact with ServiceNow from within Microsoft Office.

ServiceNow IntegrationHub Content

[com.glide.hub.integration.content]

Deprecated in Orlando.Flow Designer actions to integrate with Slack, HipChat, Microsoft AD, Microsoft Azure, Microsoft Teams, and ServiceNow eBonding.

ServiceNow IntegrationHub Installer for Orchestration

[counter-revolutionaries]

Deprecated in Orlando.Plugins necessary to design base system integrations in Flow Designer. Includes ServiceNow IntegrationHub Content and Runtime plugins.

ServiceNow IntegrationHub Runtime

[com.glide.hub.integration.runtime]

Deprecated in Orlando.Plugin necessary to install core Flow Designer functionality. This plugin does not install any spokes. After installing this plugin, individually install the desired spokes.

Social Q&A

[com.sn_kb_social_qa]

Planned for deprecation in a future release.Allows users to ask and respond to questions and vote on questions and answers. Social Q&A extends the Knowledge application and uses existing Knowledge functionality such as user criteria and multiple knowledge bases. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.

Social Q&A UI pages artifacts

[com.snc.knowledge.social_qa.ui]

Planned for deprecation in the Now Platform Rome release.Maintains UI pages artifacts for the legacy Social Q&A application. Try to use Communities instead of Social Q&A for creating and maintaining engaging user experiences that are modular and responsive to mobile devices. For more information, see product documentation about Communities. By default, this plugin is active for existing customers upgrading to the Paris release. Beginning with Paris, the plugin is inactive for new customers.

Software Asset Management

[com.snc.software_asset_management]

Planned for deprecation in the U release. Provides the capability to do software asset management, includes reconciliation of entitlements to license including those for named users, workstation, and enterprise software agreements. Migrate to Software Asset Workspace (com.sn_sam_workspace).

Structured Problem Analysis

[com.snc.kt_pa]

Deprecated in San Diego. Lets you track problem analysis process through the system. Migrate to the new Advanced Problem Management on the ServiceNow Store.

Timeline Visualization

[com.snc.timeline_visualization]

Changed in Rome . Timeline Visualization plugin enables graphical representation of activities over time. You can use this visualization to provide a high-level view of your organization's strategic and operational activities such as incidents, problems, changes, and projects. Dependency on the Project Management (com.snc.project_management_v3) plugin is removed. Activating the Timeline Visualization plugin does not activate the Project Management plugin.

Trusted Security Circles

[sn_ti], [sn_tis_a]

Planned for deprecation in September 2023 or last subscription term end.

Vendor Manager Workspace

[com.snc.vlm.vmw]

Planned for deprecation in the U release. Access to the Vendor Manager Workspace. Migrate to the new workspace, Vendor Management Workspace on the ServiceNow Store.

Vendor Performance Management

[com.snc.vendor_performance], [com.snc.vendor_ticket]

Planned for deprecation in March 2025 or subscription term end. Provides capabilities to measure, manage, and track vendor data and compare performance characteristics in unique graphical views. Transition to Vendor Manager Workspace, included in ITSM Pro v2 subscription package.

Virtual Agent Analytics Dashboard

[com.glide.cs.pa]

Planned for deprecation in the T release. Virtual Agent out-of-the-box analytics dashboard for reviewing chatbot. Migrate to replacement technology, Conversational Analytics v1.0 on the ServiceNow Store.

San Diego release highlights

*****************************

San Diego

High-level overview of products and features in the Now Platform San Diego release.

Overview

With the Now Platform® San Diego release, add productivity, automation, and innovation to your organization with the Next Experience UI.

Provide smarter experiences on the Now Platform

The Next Experience introduces modern, intuitive, and personalized workspaces that engage teams and increase workforce productivity.

Automate and connect to ServiceNow

Automate UI actions and connect ServiceNow to modern and legacy systems with RPA, integration, and process automation all on a single platform with Automation Engine.

Accelerate value with purpose-built industry solutions

Modernize Insurance operations.

Save time and costs by create transparent, repeatable Banking processes.

Launch services quickly and streamling ecosystem experiences for Technology and Telecommunications.

Customer experience

Customer Service Management

CSM Configurable Workspace: Drive agent productivity with a modern visual design and unified navigation. Use dark theme and compact mode to reduce eye strain and scrolling.

Order Management: Allow agents to capture, track, and fulfill orders. Give customers visibility on a portal, and import orders from third-party systems.

Case Management: Detect language using AI and resolve cases faster. Provide customer access management by enabling related parties to track cases to improve CX and efficiency.

Engagement Messenger: Continuously chat in asynchronous conversations over time. Enable guest and authenticated users to continue conversations over several days.

Process Optimization: Dashboards that allow customers better visibility into Goals and KPIs, and help to find the root cause of process inefficiencies.

Field Service Management

Field Service Multi-Day Task Scheduling: Increase dispatcher efficiency. Define tasks of any duration with improved calendaring capabilities.

Contractor Management enhancements: Improve contractor scheduling. Provide visibility into task distribution across contractors using Dispatcher Workspace.

Dispatcher Workspace: Drive productivity with modern visual design. Navigate seamlessly across user interfaces, mark favorites, and leverage navigation history. Reduce manual refreshes. Allow dispatchers to schedule work prior to notifying technicians with Soft Booking.

Technology excellence

IT Service Management

Automate and optimize technology service operations.

Digital Portfolio Management: Holistically manage services and applications through their full lifecycle in one unified workspace.

Process Optimization enhancements: Leverage automation to drive greater process efficiencies. Optimize processes more quickly by using AI-powered root cause analysis to uncover undesired process behavior.

Virtual Agent enhancements: Give customers conversational AI capabilities. Provide an intuitive interface to easily manage configuration via the admin console.

Walk-Up Experience enhancements: Improved user experience for the hybrid workforce. Book and manage all walk-up appointments via the self-service portal.

DevOps Change Velocity

System health dashboard: Use the dashboard to share connectivity health and trends for DevOps integrations, easily maintaining DevOps connectivity to ServiceNow.

Historical pipeline data importing: Improve value stream management by importing historical data for immediate insights. Import elements like Work Items, Commits, Test summaries and Packages from existing teams.

Manual change traceability: Improve value stream management by connecting existing DevOps data without altering current change processes. Associate artifact and release versions, build numbers, and other information to change records during manual creation.

IT Asset Management

Reduce hardware, software, and cloud costs.

IT Asset Management

IT Asset Offboarding: Automate the request, reclamation, evaluation, and removal of hardware and software. Simplify technology asset offboarding processes with prescriptive tasks.

Software Asset Management

Content Library Portal: Intelligently search for technology assets in the expansive ITAM Content Library. Quickly search the ITAM content library for information on software lifecycle dates, versions, and part numbers.

Virtual Agent for Software Requests: Simplify and automate the software request process. Help expedite service delivery times by leveraging Virtual Agent to automate software applications and installations for a simplified end-user experience.

Hardware Asset Management

Hardware Asset Manager Workspace: Drive asset manager productivity with a purpose-built workspace. Discover important actions in a single intuitive dashboard for critical hardware asset tasks.

Cloud Insights

Reservation Plans: Optimize spend and usage of AWS and Azure reserved instances. Find discount opportunities by identifying resources to reserve for a committed period.

IT Operations Management and Configuration Management Database (CMDB)

Automate and optimize technology service operations.

ITOM

Cloud Operations Workspace: Drive IT Operations productivity with purpose-built workspaces. View cloud discovery activities through a brand-new user experience.

Unified Agent Client Collector enhancements: Expand the visibility of each agent’s technology. Help Software Asset Management improve software license allocation with detailed software usage metrics.

ITOM Governance: Utilize the full potential of your cloud migration with new workflows. Increase standardization across cloud resources through policy-based analysis to highlight exceptions.

CMDB

New Service Graph Connectors: Improve visibility of the modern, cloud-native stack in CMDB. Import data from multi-stack environments such as Service Mesh, APIs, and observability data points.

Employee experience

HR Service Delivery

Boost employee productivity and engagement.

HR Agent Workspace: Drive HR productivity with a purpose-built workspace. Benefit from increased flexibility, configurability, and enhanced UI branding with the Next Experience.

Employee relations: Improve employee relations management. Create a safe space for employees to report concerns with the new Anonymous Report Center.

Intelligent experience: Optimize employee journeys. Provide intelligent service experiences with personalized content enabled by AI-powered recommendations.

Legal Service Delivery

Drive efficiencies through global business services.

Legal Executive Dashboard: Provide legal operations and the office of the CLO insights to make better decisions. Deliver practice area-specific KPIs, including backlog, SLA compliance,  and average time to resolve​.

Simple Contracts enhancements: Expand delivery, approval, and storage of self-service contracts. Assemble contracts dynamically with definable content blocks such as regional law clauses.

Legal Counsel Center enhancements: Improve practitioner productivity, integration, and privacy options. Assign delegates to practice area duties to ensure follow-through of service requests, matters, tasks, and approvals.

Workplace Service Delivery

Enable a hybrid workplace.

Workplace Reservation Management enhancements: Provide self-service workspace reservations and service requests. Book spaces on behalf of teams for group or multi-location reservations, and request room configurations.

Workplace Service Mapping enhancements: Navigate office space and create reservations with interactive maps. Search and create reservations near colleagues on the floor map with new proximity booking​.

Workplace Service Delivery for mobile enhancements: Enable seamless employee workspaces on mobile. Provide employees with mobile wayfinding and proximity booking throughout workplace locations​.

Vaccination Status enhancements: Simplify the submission and validation of vaccine records with The Commons Project SMART Card Verifier API.​

Operating excellence

Procurement Service Management

Drive efficiencies through Global Business Services.

Purchase approval clarification: Simplify sharing of contextual information. Enable better experiences for approving purchase requests.

Purchase request modification: Change purchase request line items more quickly and easily. Enable advanced shoppers to make multiple edits at once to purchase requests.

Delivery address validation: Help ensure smoother deliveries using real and verified address data. Connect to address verification services to validate shipping address es at checkout.

Virtual Agent enhancements: Fulfill common inquiries faster with more predefined topic conversations. Scale the procurement organization with a virtual agent to handle less complicated, common requests.

Governance, Risk, and Compliance (Integrated Risk Management)

Manage risk and resilience in real time.

Configurable workspaces: Drive productivity with purpose-built workspaces. Perform day-to-day activities more easily with issues, tasks, and quick links all in one workspace.

Intelligence feeds for Vendor Risk Management: Gain insight into supply chain risks such as ESG. Create a formalized program with tailored questionnaires to assess critical risk areas, including ESG​.

Business Continuity Management recovery tasks and approval configuration: Recover more rapidly with a formalized process. Establish new recovery tasks including the order, dependencies, and owners. Orchestrate and track task execution.​

Strategic Portfolio Management

Drive business outcomes.

Alignment Planner Workspace: Maximize outcomes with enhanced planning and tracking. Create and track milestones at the work item level for projects, demands, and epics to focus on outcome. 

Digital Portfolio Management: Holistically manage services and applications through their full lifecycles. Manage services and applications through one unified workspace.

Resource Management: Implement strategy more quickly with efficient resource planning. Enhance user experience with new date range filtering to set resource duration and advanced resource pagination.

Project Workspace: Drive project manager productivity with a purpose-built workspace. Provide a modern and intuitive UI to define, plan, and manage teamwork.

Common service data model (CSDM) alignment: Increase visibility for all products. Provide a framework and guidance on managing shared data across all products on the Now Platform.

Build and automate

App Engine

Accelerate innovation with low-code app dev.

Decision Builder: Quickly create and populate decision tables. Build business tables in a user-friendly interface.

Flow Designer diagramming: Easily understand complex flow logic with flow diagramming. Understand and track complex workflows with flowchart visual diagramming.

Ad hoc playbook activities: Modify playbooks on the fly for dynamic case resolution. Reduce process friction by adding activities to playbook experiences in runtime. 

Automation Engine

Automate and connect to ServiceNow.

Automation Engine: Automate and connect other applications to ServiceNow. Enhance customer value with an all-new SKU that brings together Integration Hub with RPA Hub in a single offering.

Robotic Process Automation (RPA) Hub: Connect legacy systems to ServiceNow, and automate repetitive UI-driven actions. Centrally manage digital workers (robots) for automation across their full lifecycle.

Robotic Process Automation (RPA) Hub spoke: Create end-to-end workflow automation on a single platform.

Integration Hub enhancements: Drive down IT support ticket volume by automating requests for desktop and mobile software applications. Increase IT support productivity and deliver faster self-service resolution for Windows and macOS/iOS endpoints with the new Client Software Distribution 2.0 solution.

Now Platform

Next Experience UI

Next Experience UI: Use modern, intuitive, and personalized workspaces to engage teams and increase workforce productivity on the Now Platform.

Now Intelligence

AI Search enhancements: Drive more relevant, personalized experiences. Surface answers more quickly and efficiently from multipage articles and knowledge bases with AI Search.

NLU Workbench enhancements: Greater support and accuracy for an enhanced user experience. Simplify model creation with the ability to create models via .CSV imports, pre-built models, or start from scratch.

Virtual Agent enhancements: Modernize admin experiences and deliver new insights. Configure and manage both virtual and human agents from a single, modern admin console.

Agent chat enhancements: Better resource agents to give users peace of mind. Define and manage an agent's workload across all service channels with universal capacity.

ServiceNow mobile

Mobile UI enhancements: Personalize mobile experiences with a modernized look and feel​. Engage users with embedded videos in mobile cards.

Mobile usability enhancements: Create engaging everyday experiences with native functionality. Navigate dynamic maps to find and reserve assets across your organization.

Mobile App Builder and Mobile Card Builder enhancements: Build and configure mobile apps more quickly. Build and configure all mobile components in a single, intuitive interface.

Platform Security

Cloud Encryption: Help protect data at rest across the infrastructure layer. Protect sensitive data with high-performance AES 256-bit encryption to help ensure compliance.

SCIM (System for Cross-domain Identity Management): Manage user identities more easily in cloud-based applications and services. Simplify interoperability and integration with identity management systems, such as Azure Active Directory, Okta, and others, using a standard-based solution. 

PCI Configurations Control Source: Increase customer confidence in their PCI-DSS compliance. Track and manage security configurations easily with a simple, intuitive user interface.

Platform foundation

Application Insights:  Visualize and monitor ServiceNow instance performance. Monitor key metrics with multiple breakdowns.

Industries

Financial Services Operations - Banking

Sync account activity across internal departments to deliver trusted, convenient banking.

Financial Services Deposit Operations: Create transparent repeatable processes that save time and cost. Complete work more quickly by streamlining and automating the most common deposit account requests.

Financial Services Client Lifecycle: Reduce the time spent collecting information over the client lifecycle. Manage account updates, including notice of death processes, in a timely and consistent manner.

Core capabilities: Provide expert service with curated views of real-time information. Improve employee productivity with role-based, real-time views of client information.

Financial Services Operations - Insurance

The platform to modernize insurance.

Personal and Commercial Lines Servicing: Become more agile, digital, and customer-centric. Resolve customer issues more quickly by connecting distribution, underwriting, and servicing teams.

Financial Services Complaint Management: Help carriers avoid reputational damage by addressing the root cause of complaints. Prioritize high-risk complaints by structuring work and applying internal SLAs.

Insurance data model: Accelerate modernization across the enterprise. Implement and build quickly with an industry-specific data model extension of the single core platform data model.

App Engine: Empower citizen developers to solve problems more quickly with low-code application development. Innovate, collaborate, and build more quickly by using App Engine.

Now Platform security: Help protect data security and boost resiliency. Protect sensitive data from most attacks and breaches, both in transit and at rest.

Telecommunications

Drive efficiency and flexbility for communications service providers.

Order Management for Telecommunications (OMT)

Enhanced order capture: Capture complex order scenarios with a single user interface. Eliminate manual repetitive tasks by replicating a product's configuration for multiple locations.

Staggered order decomposition: Drive the accuracy and efficiency of complex order orchestration. Improve accuracy with staggered decomposition workflows, powered by internal and external data.

Quantity-based order decomposition: Automate workflows for quantity-based order decomposition. Eliminate repetitive tasks for orders that contain two or more products, regardless of configuration.

Product Order API enhancements: Increase flexbility to support in-flight order changes. Enable agents to support in-flight order updates.

Telecommunications Service Management

New TM Forum Open APIs: Integrate more easily by using out-of-the-box industry standard APIs. Rapidly add products and related technical requirements to the ServiceNow product catalog by using the Product Catalog Open API.

Streamlined application publishing: Accelerate time to value when delivering new applications. Save time by distributing Service Bridge (formerly called eBonding) catalog content directly to your enterprise customers.

Manufacturing

Connect the value chain with a single system of action on the Now Platform.

Operational Technology Management

Operational Technology Vulnerability Response: Stay ahead of OT vulnerabilities and risks with a holistic approach. Effectively monitor all systems and ecosystem of partners to create a single view of related OT asset vulnerabilities.

Operational Technology Service Management: Integrate OT into production processes with digital workflows. Accelerate incident resolution with built-in machine learning and contextual help to reduce bottlenecks.

Technology

Technology Provider Service Management

Transform customer care and operations to better meet customer needs. Connect customers to operations and the ServiceNow value chain, and reduce the cost-to-serve with integrated self-service and Service Bridge.

Digitized workflows across teams: Bring customer care and operations together. Connect customers to technical teams and ServiceNow partners with integrated self-service and Service Bridge.

Industry data model: Streamline work across customer-facing and technical teams. Unify processes across organizations with the industry data model.

Service Bridge: Connect buying, support, and service experiences. Empower customers that use ServiceNow with a rich self-service experience across the value chain.

Order Management for Technology providers

Dynamic order processing: Streamline order management and scale. Accelerate time-to-market and revenue with efficient order process design, order delivery, and supplier onboarding.

Product catalog: Launch products and services more quickly. Accelerate time-to-market with a robust product catalog and data model, as well as configurable and reusable processes that require minimal testing.

Order visibility: Drive customer success and lifetime value. Keep customers informed with status updates as orders progress, including order completion.

Upgrades

Upgrade to the Now Platform San Diego release today. Take advantage of these ServiceNow resources to help you stay current.

Instance Scan: Get critical instance insights for smoother upgrades.

Upgrade Center: Preview, manage, and monitor upgrades.

Automated Test Framework: Reduce upgrade time by automating manual testing and remediation.

Check out the new San Diego release upgrade kit on the ServiceNow Customer Success Center.

Build your own release notes

To streamline your upgrade preparation, use ServiceNow release notes tools to configure release notes, bug fixes, and upgrade tasks for your specific products and upgrade path. See Build your own release notes for more information.

CIS Event management

********************

ITOM Health

San Diego

The ServiceNow® ITOM Health product includes the ServiceNow® Event Management and ServiceNow® Health Log Analytics applications, which help you track and maintain the health of services in your organization. ITOM Health was enhanced and updated in the San Diego release. You can purchase ITOM Health, or a more comprehensive package, ITOM Predictive AIOps, which includes ITOM Health and Health Log Analytics.

Features of ITOM Health

Event Management

Event Management gathers alerts from infrastructure events captured by third-party monitoring tools. Event Management uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, Event Management then provides dashboards showing a consolidated view of all service-impact events.

Agent Client Collector

Use the ServiceNow® Agent Client Collector application to monitor your service availability, examine the health and performance of your environment, and ensure that your infrastructure and its applications are running properly. You can also proactively analyze your IT infrastructure to spot issues and prevent service outages, using Metric Intelligence. Using advanced machine learning to analyze information about your IT infrastructure, the Metric Intelligence application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.

Health Log Analytics

The ServiceNow® Health Log Analytics application predicts IT issues before they impact users. The application helps you solve problems faster by ingesting, understanding, and correlating machine-generated log data in real time. It notices any deviation from normal behavior when it happens and alerts you of possible business-impacting issues. Health Log Analytics receives and processes logs via the MID Server and sends events to the ServiceNow® Event Management application.

Service Operations Workspace for ITOM

Service Operations Workspace for ITOM is a configurable workspace that provides a unified experience for multiple IT Operations Management workflows. Service Operations Workspace for ITOM enables you to manage the life cycle of alerts, including running actions to resolve alerts and identifying the underlying issue of an alert.

Using guided setup to implement IT Operations Management applications

IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup .

Configure the MID Web Server extension

The MID Web Server is an extension that enables external clients to push metric data and events to the MID Server. Configure the MID Web Server extension to enable ITOM Health features (Event Management, Agent Client Collector, and Health Log Analytics).

Configuration Management Database

San Diego

With the ServiceNow® Configuration Management Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the CMDB which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.

Use core features such as CMDB Health, CMDB Identification and Reconciliation, and CMDB CI Lifecycle Management to monitor and detect health issues, reconcile data integrity issues, and manage data life cycle.

Note: CMDB modules, features, and wizards are not supported on mobile devices. You cannot use a mobile device to access the CI Class Manager, Query Builder, or Duplicate CI Remediator. Or to access or configure CMDB features such as Identification and Reconciliation, CMDB Health, CI Lifecycle Management, baseline CMDB, and proposed changes.

Explore

Upgrade to San Diego

Video: CMDB | Overview

Configuration Management and the CMDB

CMDB Identification and Reconciliation

CMDB Health

CMDB Data Manager

Domain separation in CMDB

Set up

Common Service Data Model (CSDM)

Populating the CMDB

Whitepaper: CMDB Design & Configuration

Whitepaper: CMDB Design

Whitepaper: Improving Configuration Item Data Quality

Whitepaper: CMDB Design Guidance

Activate the Extended CMDB plugins

Administer

Baseline CMDB

CI relationships in the CMDB

CMDB classifications and class dependency

Video: CMDB Health dashboard

CMDB 101 - What is a configuration management database 

IT Operations Management

Get better visibility into your infrastructure and services, prevent service outages, and expand your organization's operational agility with ServiceNow® IT Operations Management.

See more and do more with IT Operations Management

Accelerate your cloud strategy with IT Operations Management. Improve your organization's cloud utilization, drive down costs, automate requests, and aid in approvals and governance of the infrastructure that supports native cloud environments.

View and download the full infocard for a highlight of IT Operations Management features.

Gain visibility

Get visibility into your infrastructure and services

Take charge of your infrastructure and services from one source. Improve service quality, strengthen change processes, reduce risk, optimize your infrastructure spend, and minimize software compliance issues.

Diagnose service issues

Avoid and solve service issues effectively

Free up your IT staff from time-consuming, error-prone tasks and drive down service outages with AIOps. Accelerate issue resolution with relevant and contextual change, problem, and incident data.

Get visibility into your infrastructure and services

Visibility into discovered resources

Instantly see the service impact of your infrastructure issues and changes, simplify root-cause analysis, and reduce mean time to repair (MTTR). End-to-end discovery and service mapping gives you an accurate, up-to-date CMDB view of your IT infrastructure and services. The resulting complete and reliable record is used by other ServiceNow applications, such as ITOM Health, ITOM Optimization, and Software Asset Management. In this way, you can improve service quality, strengthen change processes, reduce risk, optimize infrastructure spend, and minimize software compliance issues. For more information, see ITOM Visibility.

Avoid and solve service issues effectively

Events prioritized on the dashboard

ITOM Health uses the power of AIOps to turn events into actionable alerts. Pinpoint service issues and rapidly identify and remediate the root cause. Unlike legacy event management systems, which are static and rule based, ITOM Health applies machine learning and advanced analytics to correlate events, adapting automatically to rapidly evolving virtualized and cloud environments. For more information, see ITOM Health.

The Now Platform® platform uses a licensing method where your organization is billed for using the following IT Operations Management products: ServiceNow® ITOM Visibility, ServiceNow® ITOM Discovery, ServiceNow® ITOM Health, Health Log Analytics, ServiceNow® ITOM Optimization, and ServiceNow® ITOM Governance.

For more information, see Subscriptions for IT Operations Management.

Accelerate cloud strategy and reduce costs

A powerful cloud governance model

Combined ITSM Agent Workspace release notes for upgrades from Rome to San Diego

Consolidated page of all release notes for ITSM Agent Workspace from Rome to San Diego.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ITSM Agent Workspace release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."

Important information for upgrading ITSM Agent Workspace to San Diego

Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

New features

Between your current release family and San Diego, new features were introduced for ITSM Agent Workspace.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Changes

Between your current release family and San Diego, some changes were made to existing ITSM Agent Workspace features.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Removed

Between your current release family and San Diego, some ITSM Agent Workspace features or functionality were removed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Deprecations

Between your current release family and San Diego, some ITSM Agent Workspace features or functionality were deprecated.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Activation information

Review information on how to activate ITSM Agent Workspace.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ITSM Agent Workspace we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ITSM Agent Workspace we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Accessibility information

Review details on accessibility information for ITSM Agent Workspace, such as specific requirements or compliance levels.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Localization information

If there are specific localization considerations for ITSM Agent Workspace we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Highlight information

If there are specific highlight considerations for ITSM Agent Workspace we have noted them here.

Combined ITSM Mobile release notes for upgrades from Rome to San Diego

Consolidated page of all release notes for ITSM Mobile from Rome to San Diego.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ITSM Mobile release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."

Important information for upgrading ITSM Mobile to San Diego

Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

New features

Between your current release family and San Diego, new features were introduced for ITSM Mobile.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Changes

Between your current release family and San Diego, some changes were made to existing ITSM Mobile features.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Removed

Between your current release family and San Diego, some ITSM Mobile features or functionality were removed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Deprecations

Between your current release family and San Diego, some ITSM Mobile features or functionality were deprecated.

Release Release notes

Rome

ITSM Mobile will have no new enhancements or activations but will have continued support. For enhanced mobile-first experiences in the base system that help agents to triage, act on, and resolve incidents on the go, you can migrate to ITSM Mobile Agent. ITSM Mobile Agent improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more. For information on how to migrate from ITSM Mobile to ITSM Mobile Agent, see Migration from ITSM Mobile to ITSM Mobile Agent.

San Diego

Starting with the San Diego release, ITSM Mobile is no longer deployed, enhanced, or supported. The application is now available from ServiceNow Store instead. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

For enhanced mobile-first experiences in the base system that help agents to triage, act on, and resolve incidents on the go, you can migrate to ITSM Mobile Agent. ITSM Mobile Agent improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more. For information on how to migrate from ITSM Mobile to ITSM Mobile agent, see Migration from ITSM Mobile to ITSM Mobile Agent.

Activation information

Review information on how to activate ITSM Mobile.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ITSM Mobile we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ITSM Mobile we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Accessibility information

Review details on accessibility information for ITSM Mobile, such as specific requirements or compliance levels.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Localization information

If there are specific localization considerations for ITSM Mobile we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Highlight information

If there are specific highlight considerations for ITSM Mobile we have noted them here.

Combined ITSM Virtual Agent release notes for upgrades from Rome to San Diego

Consolidated page of all release notes for ITSM Virtual Agent from Rome to San Diego.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ITSM Virtual Agent release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."

Important information for upgrading ITSM Virtual Agent to San Diego

Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

New features

Between your current release family and San Diego, new features were introduced for ITSM Virtual Agent.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Changes

Between your current release family and San Diego, some changes were made to existing ITSM Virtual Agent features.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Removed

Between your current release family and San Diego, some ITSM Virtual Agent features or functionality were removed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Deprecations

Between your current release family and San Diego, some ITSM Virtual Agent features or functionality were deprecated.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Activation information

Review information on how to activate ITSM Virtual Agent.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ITSM Virtual Agent we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ITSM Virtual Agent we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Accessibility information

Review details on accessibility information for ITSM Virtual Agent, such as specific requirements or compliance levels.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Localization information

If there are specific localization considerations for ITSM Virtual Agent we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Highlight information

If there are specific highlight considerations for ITSM Virtual Agent we have noted them here.

Combined Workforce Optimization for ITSM release notes for upgrades from Rome to San Diego

Consolidated page of all release notes for Workforce Optimization for ITSM from Rome to San Diego.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for ITSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."

Important information for upgrading Workforce Optimization for ITSM to San Diego

Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.

Filter by

Release

Release Release notes

Rome

Upgrade to the Workforce Optimization for ITSM Rome release by installing the following applications from the ServiceNow Store:

Coaching with Learning

Coaching With Learning is a new application in the Rome release. This application integrates with the existing Coaching application. When you install the Coaching With Learning application, it adds Learning to Coaching and installs new learning-related tables.

The following changes have been made to the Coaching system properties:

The sn_coaching.kb_article_duration system property has been removed. The learning task records now have the Due Date field, and the course items record have the Days to Complete field for completing a learning task. A learning task can include a knowledge base article.

The sn_coaching.exclude_weekends_on_training_due_date system property has been replaced with sn_coaching.exclude_weekends_on_learning_task_due_date.

Coaching with Learning Migration Utility

Run this utility to migrate records from the Coaching table in prior releases to the Coaching With Learning application. See the following table to learn how the utility runs a fix script to migrate records.

Migrates records from this table in the Coaching application To this table in the Coaching With Learning application

Recommended Learning

[sn_coaching_recommendation]

Learning Internal Content

[sn_lc_content]

Incomplete or pending trainings

[sn_coaching_recommendation]

Learning tasks

[sn_coaching_assessment_recommended_learning]

Opportunity-training

[sn_coaching_opportunity_recommended_learning]

Opportunity course

[sn_coach_lrn_opportunity_m2m_courses]

This application updates the following tables:

The Training History table is changed to Learning Tasks.

The Trainings table is changed to Course Items.

San Diego

When you upgrade to Workforce Optimization for ITSM version 1.1.1, you must enable text indexing for the following tables:

Schedule [sn_shift_planning_schedule_plan]

Shift plan [sn_shift_planning_shift_plan]

Shift [cmn_rota]

If you do not perform the text indexing after your upgrade, you can search the schedule plans and shift plans by name and not by keywords.

New features

Between your current release family and San Diego, new features were introduced for Workforce Optimization for ITSM.

Filter by

Release

Release Release notes

Rome

Coaching with Learning

Important: The Coaching with Learning application for Workforce Optimization for ITSM is available in the ServiceNow Store.

As a coach, use Coaching with Learning to train your agents with internal learning content and external content like Pluralsight and Cornerstone. You can organize similar content in catalogs and assign learning tasks and track completion.

As an agent, complete learning tasks by using ITSM Agent Workspace in Workforce Optimization for ITSM.

Forecast configurations in manager workspace

As a forecast admin, you can configure and tweak forecast parameters to see how the forecast behaves. You can also adjust the forecasts manually to fine-tune them for greater accuracy.

When you create forecast parameters for a forecast configuration, those parameter values are used instead of the ones that are set in the forecast properties.

Scheduling enhancements

As a shift-planning admin, you can add an on-call shift from the Shift tab. You can also add a work shift from the team calendar. You can analyze the following based assignment groups:

View the schedule of agents that you directly or additionally manage.

Swap shifts between agents and skip the approval process.

Filter staff alignment and view agent coverage and demand for every hour of the day or for each week.

As a shift-planning agent, request time off for an on-call or a work shift from the shift-span pop-up window. You can also propose that an agent within your assignment group can cover for that time period.

Teams enhancements

Set key performance indicator goals that you want your agents to achieve. For example, you can monitor and improve the quality of how your agents resolve incidents, add targets for your teams or agents, and track the progress against these targets.​

View the top-level KPIs for each of your teams in the manager workspace. You can also drill down into any of them to analyze more details. In the Skill Overview page, you can drill down into the skill-level type for an agent from the single-score widget.

Coaching enhancements

Assessments and Surveys in Manager Workspace

When coaches create an assessment manually, they can add a survey to it.

When a coaching opportunity triggers an assessment, the assessment can include a survey. This survey is automatically added to the assessment. The coach can't change it.

When a coaching opportunity triggers an assessment and does not contain a survey, you can manually add the survey to the assessment.

The Add Skills field displays the skills and skill levels that are not in the trainee profile.

Skill Overview

Use the Skills Overview page to analyze skill data.

Adding skills to a team

Add skills to groups and view skill assignments for your teams.

Access Assessments and KPI data from the Coaching Overview page

Use the Coaching Overview page to access assessments and key indicator data for your assignment groups.

Workforce Optimization for ITSM Agent Workspace

Performance analytics targets

View your personal targets that are set by your manager so that you can track your progress against these targets.

Requesting on-call time-off from calendar

Request time off for on-call shifts from the calendar.

San Diego

Schedule Adherence

Analyze how closely your agents adhere to their scheduled activities and whether they complete the total time that they were scheduled to work. Use these metrics to align your staffing needs better and to forecast agent demand more effectively.

New Workforce Optimization for ITSM experience

Use the new Workforce Optimization for ITSM for a more efficient, modernized way to work. The Legacy - Workforce Optimization for ITSM is still supported in this release.

Workforce Optimization for ITSM landing pages

Access the Workforce Optimization for ITSM landing pages based on your roles.

Manager landing page: As a manager workspace manager [sn_wfo_cfg_ws.manager], monitor the status of incidents that your teams are working on at a given time.

Channels landing page: As a channel management user [sn_channel_mgmt.user], analyze the performance of specific teams for a desired time period.

Coaching landing page: As a coach [sn_coaching.coach], monitor agent performance and measure the quality of how they resolved issues.

Roles

Use the updated Role IDs for Workforce Optimization for ITSM. Users with these roles can administer and use Workforce Optimization for ITSM with UI Builder.

After you upgrade from the Legacy - Workforce Optimization for ITSM to the Workforce Optimization for ITSM, which is configurable using the UI Builder, you automatically see the updated role IDs.

The following table provides a summary of Role ID changes for the Workforce Optimization for ITSM Manager Workspace in the San Diego release. For a reference of roles used with the ITSM Manager Workspace in this release, see Components installed with Workforce Optimization for ITSM Manager Workspace.

Role IDs in the Rome release Updated role IDs in the San Diego release

Manager Workspace User [sn_mgr_workspace.user] Manager Workspace User [sn_wfo_cfg_ws.user]

Manager Workspace Manager [sn_mgr_workspace.manager]

Manager Workspace Manager [sn_wfo_cfg_ws.manager]

Manager Workspace Admin [sn_mgr_workspace.admin] Manager Workspace Admin [sn_wfo_cfg_ws.admin]

The following table provides a summary of Role ID changes for the Workforce Optimization for ITSM Manager Workspace in the San Diego release. For a reference of roles used with Workforce Optimization for ITSM in this release, see Components installed with Workforce Optimization for ITSM.

Role IDs in the Rome release Updated role IDs in the San Diego release

Workforce Optimization ITSM Employee [sn_wfo_itsm.employee] Workforce Optimization ITSM Employee [sn_wfo_cfg_itsm.employee]

Workforce Optimization ITSM Manager [sn_wfo_itsm.manager] Workforce Optimization ITSM Manager [sn_wfo_cfg_itsm.manager]

Workforce Optimization ITSM Admin [sn_wfo_itsm.admin] Workforce Optimization ITSM Admin [sn_wfo_cfg_itsm.admin]

Service Operations Workspace landing page

Analyze the performance of KPIs for which your manager has set targets. Monitor the learning tasks that you must complete. View the upcoming tasks and announcements.

Changes

Between your current release family and San Diego, some changes were made to existing Workforce Optimization for ITSM features.

Release Release notes

Rome

Enhancements to Coaching application

The Award skills on completion field has been removed. When a coach completes an assessment, the skills in the Add skills field are automatically added for the trainee.

Scheduling enhancements

The Calendar tab has been renamed as Team Calendar.

San Diego

New Workforce Optimization for ITSM experience

The new Workforce Optimization for ITSM application provides a workspace that is configurable using the UI Builder The Legacy UI Builder application is still supported in this release.

Filter configuration table

In the Legacy - Workforce Optimization for ITSM application, the sn_mgr_workspace_filter_configuration table was used to define filter configurations for Schedule, Coaching, and Channels applications. In the Workforce Optimization for ITSM application that is configurable with Next Experience UI Builder, the sn_wfo_common_filter_configuration table is used for filter configurations. When you upgrade, the contents from the sn_mgr_workspace_filter_configuration table is automatically migrated to the sn_wfo_common_filter_configuration table.

Enhancements to Scheduling

Analyze work shifts and on-call shifts in separate tabs on the Shifts tab's contextual side panel. For more information, see Create a shift plan.

Use pagination to scroll through schedule plans, work shifts, or on-call shifts. For more information, see Components installed with Scheduling in Workforce Optimization for ITSM.

Filters in team calendar, schedule plan sidebar, and shifts sidebar:

Filter agents in the team calendar based on the schedule plan and team members. For more information, see Scheduling in Workforce Optimization for ITSM.

Filter schedule plans based on state and specified time periods. For more information, see Create a schedule plan.

Filter work shifts based on days of the week and state and on-call shifts based on the shift state. For more information, see Create a shift plan.

Search schedule plans and shift plans:

Type keywords in the Schedules search field to access related schedule plans easily. For more information, see Create a schedule plan.

Type keywords in the work shift or on-call shift search field to access related shift plans easily. For more information, see Create a shift plan.

As an agent or as a manager, you can use the Compose field in the time-off request approval record to communicate with each other.

As an agent, you communicate with your peers using the Compose field in the shift swap approval record. For more information, see Manage your schedule in Service Operations Workspace.

ITSM Virtual Agent KPI

Use the Incidents triaged by the VA key performance indicator to analyze the number of incidents that are automatically created using Virtual Agent when a task is deflected.

Automatically inheriting ServiceNow Voice manager role

If your Workforce Optimization for ITSM application is integrated with ServiceNow Voice, the Workforce Optimization for ITSM Manager [sn_wfo_cfg_itsm.manager] role automatically inherits the sn_cti_core.user_manager role.

Removed

Between your current release family and San Diego, some Workforce Optimization for ITSM features or functionality were removed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Deprecations

Between your current release family and San Diego, some Workforce Optimization for ITSM features or functionality were deprecated.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Activation information

Review information on how to activate Workforce Optimization for ITSM.

Release Release notes

Rome

Workforce Optimization for ITSM is available with activation of the Workforce Optimization for ITSM plugin (com.snc.wfo_itsm).

Coaching with Learning is available with activation of the Coaching with Learning plugin (sn_coach_lrn).

For details, see Activate Workforce Optimization for ITSM. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

San Diego

Legacy - Workforce Optimization for ITSM is available with activation of the Workforce Optimization for ITSM plugin (com.snc.wfo_itsm). For details, see Legacy - Activate Workforce Optimization for ITSM.

Workforce Optimization for ITSM is available with activation of the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM. The following applications have been moved to the ServiceNow Store:

Shift Planning

Agent Forecast

These applications are available when you activate the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) plugin from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Workforce Optimization for ITSM we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Workforce Optimization for ITSM we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Accessibility information

Review details on accessibility information for Workforce Optimization for ITSM, such as specific requirements or compliance levels.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Localization information

If there are specific localization considerations for Workforce Optimization for ITSM we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Highlight information

If there are specific highlight considerations for Workforce Optimization for ITSM we have noted them here.

Release Release notes

Rome

Manage internal learning content and access external learning content, like Pluralsight and Cornerstone, from a central location.

Analyze forecast behavior by modifying forecast parameters and calibrating these parameters with manual adjustments.

Create and manage on-call shifts from the team calendar with the integrated on-call application.

Set key performance indicator (KPI) goals for an agent or a team and monitor their performance over time.

See Workforce Optimization for ITSM for more information.

San Diego

Analyze how closely your agents adhere to their scheduled activities. Use the schedule adherence metrics to align your staffing needs better and forecast agent demand more effectively. For more information, see Service Operations Workspace landing page.

Configure Workforce Optimization for ITSM by using the UI Builder.

View the Service Operations Workspace landing page to get a unified location of the information that you need to analyze what matters most to your agents. For more information, see Service Operations Workspace landing page.

For more information, see Workforce Optimization for ITSM.

Walk-up Experience

San Diego

With the ServiceNow® Walk-up Experience application you can create and manage an on-site IT walk-up venue where requests and issues are fulfilled and solved by experienced and skilled agents in person or remotely. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, or Genius Bar.

Configure appointment type

San Diego

Support requesters in-person and virtually and assist them through remote appointment.

A walk-up location can support in-person visits of a requester or support the requester virtually.

Extend services to your employees working remotely with the new Walk-up appointment booking type as remote. With the new remote appointment type, you can manage crowding at the location, support work from home and hybrid work model effortlessly. Integrate MS Teams to connect to the agents and the requesters and maintain the conversation context.

Administrators: The administrators can set a location as remote, in-person, or both. To configure appointment type for a location, see Create or modify Walk-up Experience locations.

Agents: The agents are notified whether the interaction is remote or in-person. They can start a conversation with the requester on Microsoft Teams and bring over the context from Microsoft Teams chat to walk-up interaction.

Requesters:The requesters can choose if they want to be served remotely by selecting appointment type as remote while scheduling an appointment. For more details, see Plan your visit. They can still get their issues resolved by visiting the location.

Last updated: May 3, 2022

Problem Management release notes

San Diego

The ServiceNow® Problem Management application helps identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents. Problem Management was enhanced and updated in the San Diego release.

Problem Management highlights for the San Diego release

Populate the Source Task field with the problem record on the Know Error article form when you save the problem record.

Use the benefit from enhancements made to the problem life cycle.

New in the San Diego release

Enhancement to the Source Task field on the Known Error article form

Populate the Source Task field with the problem record on the Known Error article form when you create a known error (KE) article using the lookup icon (Look up icon.) in the Primary Known Error article field on the Analysis information tab.

Due to the platform's technical limitation, the Source Task field is not populated with the problem record when you create a KE article using the lookup icon (Look up icon.) in the Primary Known Error article field on the Analysis information tab. The workaround for this limitation is to save the problem record after selecting the KE article. When you save the problem record, the KE article gets attached to the problem record and the Source Task field is populated with the problem record.

Saved problem from an interaction

Create a saved problem from an interaction.

The Create saved problem (com.snc.problem.create_from_interaction.save) property is introduced in the San Diego release. When the property value is set to Yes, you can create a saved problem record from an interaction.

Copy file attachments from an interaction to a problem

Copy the file attachments from an interaction to a problem record when you create a problem from an interaction.

The Copy attachments from the interaction (com.snc.problem.create_from_interaction.copy_attachments) property is introduced in the San Diego release to enable this functionality. When the property value is set to Yes, the attachments of an interaction that you're creating a problem record from are copied to the problem record.

Copy attachments from an incident to a problem

Copy the file attachments and attached knowledge from an incident to a problem record when you create a problem from an incident.

The Copy attachments from the incident property (com.snc.problem.create_from_incident.copy_attachments) is introduced in the San Diego release. When the property value is set to Yes, the attachments of the incident that you're creating a problem record from are copied to the problem record.

Add or remove any closed incidents to and from a problem

Add or remove any incident, including closed incidents, on a problem record.

The Who can relate closed Incidents to a Problem? property (problem.role.relate_closed_incidents) is introduced in the San Diego release. When the property value is set to Problem Coordinators, you can add incidents, including closed incidents, to the problem record. You can also remove the closed incidents from the problem record.

To remove closed incidents from a problem form, the Remove Incident UI action is added on the Problem form at the list context menu and list choice levels.

Note: This feature is available only on the classic UI.

Reassess a closed problem task on a closed problem record

Decide if a problem task can be reassessed when the associated problem is closed.

The Can Re-Assess a Problem Task on a Closed Problem? (problem_task.closed.can_reassess_on_closed_problem) property is introduced in the San Diego release. When the property value is set to False, the problem coordinator can't reassess a closed PTASK on a closed problem.

Tracking a problem record

Track when a problem record moves into the Fix in Progress phase, and also who has moved the record.

Enhancement to Known Error articles search

Include the Known Error knowledge base automatically in the ServiceNow® Service Portal search and ServiceNow® AI Search Assist by activating the following plugins:

AI Search Assist plugin (com.snc.ai_search_assist).

Problem Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge).

Problem Management in Service Operations Workspace

Create a problem to identify the cause of a service interruption reported by recurring incidents.

Changed in this release

Improvements to creating outages

Starting with the San Diego release, you cannot create outages for problem records that are inactive.

Deprecations

The Structured Problem Analysis (com.snc.kt_pa) plugin is no longer available because the best practices in the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin are not compatible with the Structured Problem Analysis plugin. If you've activated the Structured Problem Analysis plugin, you can continue to use the Structured Problem Analysis application without the Madrid release best practices.

Kepner-Tregoe has released their Advanced Problem Management (RCA) application through the ServiceNow Store that contains their latest best practices. The application is compatible with the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin. For more information, visit the ServiceNow Store or contact Kepner-Tregoe.

Activation information

Problem Management is active by default with the Problem Management plugin (com.snc.problem).

Combined ITSM Virtual Agent release notes for upgrades from Rome to San Diego

Consolidated page of all release notes for ITSM Virtual Agent from Rome to San Diego.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ITSM Virtual Agent release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Rome to San Diego.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Orlando, the row says "No updates for this release."

Important information for upgrading ITSM Virtual Agent to San Diego

Before you upgrade to San Diego, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

New features

Between your current release family and San Diego, new features were introduced for ITSM Virtual Agent.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Changes

Between your current release family and San Diego, some changes were made to existing ITSM Virtual Agent features.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Removed

Between your current release family and San Diego, some ITSM Virtual Agent features or functionality were removed.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Deprecations

Between your current release family and San Diego, some ITSM Virtual Agent features or functionality were deprecated.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Activation information

Review information on how to activate ITSM Virtual Agent.

Release Release notes

Rome

No updates for this release.

San Diego

No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ITSM Virtual Agent we have noted them here.

Release Release notes

Rome

No updates for this release.

San Diego

Input data types in Virtual Agent topics

San Diego

You can define inputs of commonly used Glide Virtual Agent (com.glide.cs.chatbot) data types in Virtual Agent Designer without writing a script. Define the input data type on the Start node of a custom control or topic block.

Data types in Virtual Agent Designer

The data type designation allows Virtual Agent to perform secondary validation on NLU predicted values. For example, if your choice list has red, white, and blue, but the NLU prediction service returns green, the input won't be slot-filled because that wasn't a valid choice.

When you specify an input with a data type on a calling topic, you can use the data pill picker to specify information collected from the user or previously looked up in a custom control or topic block.

Data type Description

String Alphanumeric text. The value uses JavaScript data conventions.

Boolean Boolean value of true or false (yes or no).

Reference Table record by sys_id.

Select a ServiceNow table in the Table field. You can define conditions for the returned record.

Date/Time Date and time values.

Array.String Sequence of alphanumeric text values.

To limit the number of strings that authors can specify, use the Max Number of Rows field.

Array.Datetime Sequence of date and time values.

To limit the number of dates that authors can specify, use the Max Number of Rows field. Click + to specify more than one default value.

Array.Reference Sequence of table records by sys_id.

Select a ServiceNow table in the Table field. You can define conditions for the returned record.

To limit the number of records that authors can specify, use the Max Number of Rows field.

Service Catalog release notes

San Diego

The ServiceNow® Service Catalog application provides a requester view of the available services and products that departments within your organization offer. Service Catalog was enhanced and updated in the San Diego release.

Service Catalog highlights for the San Diego release

Add conditions to service fulfillment steps in Catalog Builder.

Define the sequence of fulfillment of catalog items in an order guide.

Configure the ability for requesters to modify the quantity of an individual catalog item in an order guide.

Important information for upgrading Service Catalog to San Diego

If you are upgrading to San Diego and setting up a data store to store information needed for running a service fulfillment step, ensure that the Service Fulfillment Step [sc_service_fulfillment_step] table that you are extending has canCreate, canUpdate, and canRead application access enabled.

If you are upgrading to San Diego and you want to use the new email notification templates for requests, you need to activate them. For more information, see Email notifications for requests.

If you are upgrading to San Diego and you want to add comments to a request item as a business stakeholder, run the script available in the Activate BS comments write for req mgmt script action in the Scripts – Background module. For information on running scripts, see the Script actions and Scripts - Background module topics.

New in the San Diego release

Order guide sequencing

Configure the sequence in which catalog items must be fulfilled in an order guide. Fulfillers no longer have to manually check whether a dependent item has been fulfilled before fulfilling the assigned item. For example, you can configure an order guide to fulfill the request for procuring a new laptop before fulfilling the request for configuring the laptop.

Conditional service fulfillment steps

Define conditions in service fulfillment steps to control when a step must be run. For example, you can add a condition to run the custom approval step only if the user is from the Engineering department.

Request Management in Service Operations Workspace

Create a request from an incident or interaction. Manage the life cycle of requests.

UI changes

New look for Service Catalog

Service Catalog has a new, modernized look and feel. For more information, see the Next Experience UI.

Changed in this release

Quantity selector in order guide

Configure the ability for requesters to modify the quantity of a catalog item in the Choose Options section of an order guide when ordered through the Service Portal or Now Mobile app.

Automation level of catalog items

Set the level of fulfillment automation for catalog item requests to analyze the data, measure improvement, and take corrective action to improve automation coverage.

Email notifications for requests

Access the new email notification templates for requests as part of the zBoot process.

Order guides in Popular Items widget

As a user, view order guides in the Service Catalog Popular Items widget as a standalone request instead of items ordered as part of the guide.

Reference type variable in Virtual Agent

Catalog items with the reference type variable that have more than 80 records are no longer supported in Virtual Agent conversations.

Pending state for requested items

A new state called pending has been added for requested items. A requested item that is part of a sequenced order guide will start and remain in the pending state until the time order guide fulfillment reaches the point where the requested item must be fulfilled.

Tab limit in standard ticket page

The number of tabs that can be created in the standard ticket page has increased to 20.

Interactions related list for agents

As an agent, view interactions like Microsoft Teams chats associated with a catalog task in the Interactions related list.

Change in Variable Editor access

You can no longer edit variables in Variable Editor for a page based on a table that extends the task table when you do not have write access on the variables column.

Addition of comments in requested items

Emails sent as a response to notifications on a requested item are not automatically added as comments on the requested item when the sender does not have write access to it.

Add comments to a request item record if you have the business stakeholder role with the updated ACLs.

Data retrieval in Popular Items widget

Items in the Service Catalog Popular Items widget will be retrieved from the Catalog Channel Analytics [catalog_channel_analytics] table instead of the Requested Item [sc_req_item] table for a more efficient experience.

Removed in this release

The Ordering catalog item(s) from wishlist test has been removed from the Service Catalog ATF test suite. You can still create your own tests for the Wishlist cart.

Activation information

Service Catalog is a Now Platform feature that is active by default.

Accessibility information

A new tab icon has been added in the tooltip for catalog item names that are truncated because of longer text size in the SC Category Page widget in Service Portal.

Localization information

You can translate a catalog item into multiple languages using various translation methods. For more information, see Localization Framework.

Related ServiceNow applications and features

Request Management

Request and fulfill catalog items based on defined flows.

Service Portal

Customize Service Portal to configure a Service Catalog where your customers can request catalog items such as a service and product offering. You can use Service Catalog widgets to build a catalog for your portal.

Now Mobile app

Enable users to request an item or service and track or approve requests on a mobile device.

Workspace

View variables and request items in Workspace.

Virtual Agent

Design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.

AI Search

Use AI-enabled search to quickly find relevant catalog items in Service Portal 

Incident Management release notes

San Diego

The ServiceNow® Incident Management application restores normal service operations while minimizing the impact to business operations and maintaining quality. Incident Management was enhanced and updated in the San Diego release.

Incident Management highlights for the San Diego release

Take advantage of the responsive dashboard version of the Incident overview homepage.

Experience the new Next Experience visual design-compliant Incident overview and Incident premium dashboards.

Experience the new Next Experience visual design-compliant major incident workbench.

View the Interaction related list in default view on the incident form when one or more interaction records are associated with the incident record.

Modernize your Incident Management with several enhancements made to the Incident form, UI actions, email communications, and the integration between problem and incident flows.

See Incident Management for more information.

New in the San Diego release

Introducing the Incident Management Best Practice - San Diego plugin

The Incident Management Best Practice - San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced in the San Diego release to make the newly added resolution codes available in the zBoot instances. This plugin is not available by default for upgrade instances, but is available for installation.

The Incident Management Best Practice - San Diego plugin (com.snc.best_practice.incident.sandiego) is introduced to support the following:

Enhancement to Caller and Company fields.

Enhancement to known error articles.

Enhancement to Communicate Workaround.

Enhancement to the Caller and Company fields

Create an incident without the need to fill in the Caller and Company fields on an Incident form when you're creating an incident from an alert, major incident record, or change request. For more information, see Create an incident and Major incident management.

Enhancement to resolution codes

Capture the nature of the resolution provided for an incident with the updated resolution codes. This information can be used for better reporting and trend analysis.

The following resolution codes are introduced in the San Diego release to help you understand how an incident is resolved.

Duplicate

Known error

No resolution provided

Resolved by caller

Resolved by change

Resolved by problem

Resolved by request

Solution provided

Workaround provided

User error

Enhancements to the State and Incident State fields

Avoid issues if you use the State or Incident State fields on the Incident form while creating or updating an incident record because both of these fields are synced in the back end.

View related records on an incident

View the list of cases associated with an incident to determine the business impact and keep customers updated.

When the Customer Service with Service Management plugin (com.sn_cs_sm) is activated, the Customer Cases related list is visible on the Incident form when an incident has one or more cases associated with the incident. For more information, see Create an incident.

View the Interaction related list in the default view on the Incident form when there is an interaction associated with the incident record. For more information, see Create an incident.

Enhancement to the Assign to me UI action

Select the Assign to meUI action for an incident record to assign the record to yourself after passing the following checks:

If the Assignment groupfield is filled in and you're part of the group, the record is assigned to you.

If the Assignment group field is empty and you're a member of a single group, the Assignment group field is filled in and the record is assigned to you.

If the Assignment group field is empty and you're a member of multiple groups, you're prompted to select the Assignment group. When you manually select the Assignment group, the record is assigned to you.

Enhancement to incident email communications

Send email communications by populating the recipients in the Bcc field.

The Default recipient location of emails for Communication Tasks property (sn_comm_management.default_email_recipient_field) is introduced in the San Diego release.

The Recipientfield is added to the Communication Channel definition - Email form. Use this field to select where you want the recipients list to be populated. For more information, see Define a communication channel.

Enhancement to the State and On hold reason fields

When you create a problem from an incident that is not resolved, the State field is automatically populated with the On Hold value and the On hold reason field is automatically populated with the Awaiting problem value on the Incident form.

This enhancement is available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice – Madrid plugin (com.snc.best_practice.problem.madrid) to use this enhancement. For more information, see Incident Management Best Practice – San Diego.

Integrated incident and problem flows

Enhancement to Communicate Workaround: When a workaround is added to the problem and you click the Communicate Workaround related link, a notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.

Enhancement to Communicate Fix: When a fix is added to the problem and you click the Communicate Fix related link, the fix is copied to the Work Notes field of the incident record and a notification is sent to the users listed in the Assigned to and Work notes list fields of the incident record. The is applicable only when the incident state is New, On Hold, or In Progress.

Enhancement to known error articles:

Populate the Problem field in the Related Records section of the Incident form when you attach a known error (KE) article to the incident and the attached KE article has a problem associated with it.

Get prompted to select a known error article when you resolve an incident by selecting Known error from the Resolution Code field and the incident doesn’t have an associated KE.

These enhancements are available by default for zBoot customers. Upgrade customers must activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) to experience these enhancements. For more information, see Incident Management Best Practice – San Diego.

Add comments to an incident record

Add comments to an incident record as a business stakeholder with the updated ACLs.

For the zBoot customers, the updated ACLs are available by default with the ITSM Roles – Incident Management plugin (com.snc.itsm.roles.incident_management).

For upgrade customers, the new ACLs are inactive. To activate the ACLs, run new ITSMBSCommentsWriteHelper().updateAllBSCommentsWriteACLs(); in the Scripts – Background module.

Incident Management in Service Operations Workspace

Resolve incidents faster by using the contextual information, targeted actions, similar incident and knowledge article recommendations. Reach out to on-call experts who are recommended based on incident information such as the configuration item and service.

UI changes