We love the extra features and functionalities that plugins provide, but we occasionally have to phase out support for some of them. This helps make sure we can bring you new and even more useful options.
You are utilizing our Connect Support plugins that we will no longer activate or support, as of two upcoming Now Platform® releases.
Here’s what you can expect
- Beginning with the Now Platform San Diego release in March 2022, we will no longer deploy or activate the plugin listed below. They will remain active in your instance, including when you upgrade to a new Now Platform release
- Beginning with the Now Platform Utah release planned in March 2023, we will end support for the plugin listed below. While they will remain active in your instance, including when you upgrade to a new Now Platform release, we will not be able to service them.
|
Affected Plugins | |
|
Connect Support Plugin |
com.glide.connect.support |
Here’s what you need to do
Start planning. You have three options:
- Transition to a replacement technology
- Migrate to Advanced Work Assignment and Agent Chat on Agent Workspace.
- Install the Agent Chat plugin (com.glide.interaction.awa)
- In Advanced Work Assignment, configure service channels, define work item queues and set up work assignments
- Update agent Live Feed profiles to display agent names and avatars in the chat client
- Use Chat Setup to activate the transcript download, estimated wait time, display of agent names and avatars in the chat window, notifications to be sent via the Virtual Agent chatbot in the web and mobile chat client, Agent Whisper and set system messages that are displayed when a live agent transfer occurs
- Complete the Fulfiller UI, queue, and transfer message fields
- Define and publish chat context variables
- Update the Service Portal chat client for Live Agent and, optionally, Virtual Agent with either a chat client that persists across multiple portal pages or one single portal page
- For more information about why and how to migrate, read this community article.
- Maintain the unsupported plugins as custom code. We will not deactivate or remove unsupported plugins from your instance, nor will they be affected by upgrades or future Now Platform releases. You’ll still be able to access them as active plugins; however, they will be considered custom code and we will not be able to service
- Contract with ServiceNow or a ServiceNow Solution Partner. Our Customer Outcomes team or ServiceNow Solution Partners can help with solutions. Contact them directly for service availability and cost.
Thanks for reading
We appreciate you staying informed on upcoming changes. It helps us to help you!
Questions?
We’re here to help. For technical assistance and info, please open a case or visit ServiceNow Support. You can also reach out to your ServiceNow sales representative or a ServiceNow Solution Partner.
Let’s stay in touch
Be sure to keep your company contacts updated to ensure you continue to receive these notifications.
