London features at a glance.

[Ankit P]

These are the London Release features summarized for a quick view guide.

What's new?

1. Virtual Agent
2. Agent workspace
3. Insights Explorer
4. Walk-up Experience
5. Continual Improvement Management
6. Security Operations New UI
7. Vendor Risk Tiering
8. CSM Major Issue Management
9. HR Document Management

Features:

Agent Workspace- Requires license
- Tabbed view for multiple incidents and their details.
- Form view is optimized to show related lists as sections.

Virtual agent- Requires license
- A chatbot that can resolve common issues and tasks.
- Speed common tasks and request resolution using chatbots.
- Build automated conversational workflows on common topics.
- Provide accurate and reliable self-service interactions via preferred messaging services.
- Deliver higher level service.
- Available for ITSM, CSM and HR Service Delivery
- Virtual Agent Designer: Create and manage topics for virtual agent.

Flow designer
- Stages are now available in flow designer.
- Allows creation of subflows.
- Scriptable API for flow designer to trigger flows from a script. This API supports record based trigger, service catalog based trigger, schedule based trigger and metric based trigger. Flows run asynchronously.
- Space reduction - less white space on flows.
- More actions button
- Expand and collapse blocks
- Drag n drop actions
- Nested forEach()
- Trigger and flow logic annotations
- Integration hub- Connection attributes
- REST Step- Required runtime, Use MID, Vanilla(Core JS)
- Powershell Step
- Microsoft AD and Azure AD spokes

Metricbase
- 3 types of triggers- Band trigger, Linear predictor trigger, Gap trigger
- Band trigger- When metric value reaches a certain threshold or within a range.
- Linear predictor- When a metric follows an upward or downward trend and is expected to reach a given threshold in future.
- Gap trigger- When no data is received from a metric.
- Can also be used as a trigger in flow designer.

Notifications
- Slack and MS Team installation
- Users can now interact with the instance using messaging apps and it requires integration hub subscription.
- Users need to authenticate once for their messaging app in the instance and they can also have buttons in the notifications e.g. Approve, Reject.

REST API Rate limiting
- To limit the number of inbound requests for a user.

Scripted REST API
- Custom content types in Content negotiation tab.
- Explicit role security- Requires explicit roles plugin.
- If "Requires SNC Internal" is true and user doesn't have snc_internal role then http request will fail with error code of 403.

Delete Recovery- Available under Rollback and Recovery menu
- Deleting a record also deletes related records, group memberships, role assignments, updates the records referencing that record.
- Restoring a record rollbacks changed fields and restores deleted data.
- Can also be used to rollback accidental data changes e.g. done from background scripts, we have a checkbox in the Script- Background.
- After background script execution we get more details and summary links to all the data which got affected by the script.
- The script executions can be rolled back from "Script execution history" module by clicking on "Rollback script execution" related link.
- Recovery must be done within 7 days of record deletion.

Service portal
- Faceted search UI to filter search results easily.
- In Mobile view we have new filter icon for faceted search UI.
- Pagination for Search results in faceted UI.
- ATF is supported on Service Portal form.
- Field validation for Service portal- only works for UI Type set to All or Mobile/Service Portal.

Application manager page
- Global application support from Studio.
- Global application and changes can be published to App repository.
- Choice list updates can now be published to repository.
- Installed apps or updates from Store or Repository can now be rolled back to previous versions.
- Delegated deployment.

Custom URLs- Custom URL plugin is required and you must own the private domain.

File Attachment field type- Available on Standard forms.

Debug Upgrade module- Shows what was customized, skipped or modified during an upgrade.

Service Catalog
- Table variable
- SQL Debugger
- UI Policy Action- 2 new fields added- Order of execution and Clear variable value.
- ATF support for service catalog in service portal.
- User Criteria APIs: getAllUserCriteria(), getUserCriteria(string linkTable), getUserCriteria(string UserID, string linkTable)

ATF
- Whitelist client errors
- Application Navigator step- Menu visibility, module visibility, navigate to module.
- Negative assert type
- All Steps menu

Guided tours
- Available on Service Portal now.
- Draft and Publish mode