SD Service provider 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.

Service Bridge release notes

San Diego

The ServiceNow® Service Bridge applications enable providers and customers to connect and track services directly between instances without the need to configure and maintain custom integrations. The eBonding for Telecommunications and Media Providers application has been renamed Service Bridge for Providers. The eBonding for Telecommunications and Media Customers application has been renamed Service Bridge.

Service Bridge highlights for the San Diego release

Speed up the publishing of catalogs from provider to customer instances by eliminating the need to use a store application.

Streamline the ordering process by enabling your enterprise customers to submit requests and track fulfillment from the product catalog in their own ServiceNow instance.

Important:Service Bridge is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the San Diego release

Direct catalog publishing to customer instances

Perform direct catalog publishing to client instances from a provider's instance using ServiceNow® Instance Data Replication (IDR). The predecessor Service Bridge for Providers application published catalog items to customer instances through use of a certified ServiceNow Store application. Internal use of IDR by Service Bridge for Providers eliminates the need to use a store application.

Removed in this release

The configuration tables that supported the scoped application process are no longer needed in Service Bridge and have been removed.

Activation information

Install Service Bridge by requesting it from the ServiceNow Store. 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.

Additional requirements

The Service Bridge application now requires a global script include that ships with the San Diego release. If you must use Service Bridge on a previous release, contact Customer Service and Support and request installation of this script include in your instance.

Related ServiceNow applications and features

Instance Data Replication (IDR)

ServiceNow® Instance Data Replication (IDR) copies data updates from one instance to one or more other instances. It enables you to maintain consistent data across different organizations in your company. IDR provides a one-to-many replication, which enables one instance to propagate data across different departments and business units to keep data in synch. With IDR, you can also modify data during replication.

Flow Designer

ServiceNow® Flow Designer is a Now Platform feature for automating processes in a single design environment. Flow Designer enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without coding.

Record producer

A record producer is a specific type of catalog item that enables you to create task-based records, such as incident records, from the service catalog. The look and feel of a record producer is similar to that of a catalog item. However, the record producer generates a task record, such as an incident, instead of a requested item.

Onboarding a new customer in Service Bridge

San Diego

Onboarding a new customer in Service Bridge establishes an instance-to-instance integration between a provider and a customer.

The process for onboarding a new customer to Service Bridge is described in Onboard a new Service Bridge customer and shown in the following diagram.

Customer integration onboarding

Customer integration onboarding flow chart.

Onboard a new Service Bridge customer

As a service provider, onboard a new customer by establishing a new Service Bridge integration with that customer. Register a customer-initiated request to establish a Service Bridge integration.

Domain separation and Service Bridge

San Diego

Domain separation is supported for Service Bridge. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Support level: Basic

Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.

The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.

The owner of the instance must set up the application to function across multiple tenants.

Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

For more information on support levels, see Application support for domain separation.

Overview

Domain separation is available only for the Provider Request [sn_nowebonding_remote_request] table and not to any of the configuration tables in the application.

How domain separation works in Service Bridge

Only the Provider Request [sn_nowebonding_remote_request] table in the application can be domain-separated.

Make sure that the customer company and account tables are associated to the right domain for the domain separation logic to work.

Use cases

When providers have their customer data separated by domains, the provider requests and corresponding fulfillment tasks are associated with the respective customer domains.

Proactive Service Bridge case notification in Service Bridge

San Diego

After a customer on boards through Service Bridge, that customer gets notified of cases that are created from alert monitoring. Customers proactively receive up-to-date information about issues that affect them, and are informed about the progress of the resolution of those issues.

A proactive case in Service Bridge is similar to the synchronization that occurs between a provider's and customer's instances when the customer submits a service request. However, in this case, the fulfillment process proactively triggers by alert monitoring.

The process is as follows:

An alert that is related to an onboarded Service Bridge customer triggers in the provider's instance, and a case record is created.

A link to the provider request is added as a comment in that case.

An automatic Customer Service Management notification is sent to the primary customer contact, and a link to the provider request is also included.

Any state changes or additional comments that are added to the case record in the provider's instance appear in the customer's instance. The status change in the case triggers creation of a case on the provider's instance.

For more information about the Service Bridge synchronization for resolving cases, see Service request fulfillment in Service Bridge.

Personas and roles for Service Bridge

San Diego

Learn about the roles, skills, and tasks for the different personas in the Service Bridge application.

Overview

A persona role is a pre-configured role in the application that is made up of multiple granular roles. The persona roles are designed to correspond to the common job titles for managers, analysts, and service owners in an IT organization. If you want your users and groups to have more access than a role permits, you can add more granular roles to your users and groups. If you want to limit the access for specific users and groups at the task level, you can remove the granular roles. Also, you can build custom roles to suit your needs.

Persona Skills Tasks Roles

System administrator

Is a Certified ServiceNow system administrator

Creates provider and connection records

Activates the Instance Data Replication consumer replication set

Installs the Service Bridge applications

Publishes the record producers to the service catalog

admin

service bridge_admin

Service Bridge RequesterIs an IT administrator

Responsible for some form of IT service that is either completely or in part supported by one or more external vendors

Requests and monitors the service requests that are placed with the external provider from their own instance

itil

sn_nowservice bridge.request