Workplace Service Delivery - What's new in the July'25 Release
This blog is a deep dive into the new features for the July 2025 Workplace Service Delivery (WSD) Store Apps release.
Please note that this is a summary of the most notable items, not an exhaustive list. For full details, refer to the Product documentation and release notes on the ServiceNow Store.
New features:
- Workplace Move Management – Bulk Moves
- Workplace Indoor Mapping – Indoor Mapping Bulk Updates
- Workplace Indoor Mapping – Indoor Mapping & WSD Data Sync
Enhancements:
- Workplace Service Delivery Mobile
- Mobile Experience Reservation Enhancements
- Workplace Core – Event Planner
- Event Planner: Drag and Drop capabilities
- Workplace Visitor Management
- Visitor Management Enhancements with email signatures and storing photo consent
- Workplace Reservation Management
- Case edits with reservations
- Workplace Core
- Location Directory Enhancements
- Workplace Case Management
- Print Cases
Workplace Move Management – Bulk Moves
Persona: End user: Move Manager
Roles: sn_wsd_move.admin, sn_wsd_move.manager, sn_wsd_move.agent, sn_wsd_move.reader
Plugins: Workplace Core, Workplace Case Management, Workplace Move Management, Workplace Central
The WSD July '25 release introduces Bulk Moves, enabling Move Managers to coordinate multiple employees moves in a single action. Move Managers can download an Excel template that outlines the required fields, such as employee name, current space, and destination space, fill it out, and upload it back into the flow.
The process includes a validation step that flags any errors and allows Move Managers to make assignment edits directly within the flow, eliminating the need to update the original spreadsheet. Once all changes are addressed and saved, Move get created automatically.
To create a bulk move, the user navigates to Move Management in Workplace Central, accesses the Move Management dashboard, and selects “Create New Project.”
When entering the project details, the flow presents two options: selecting from existing move requests (which can be raised by Employees for single moves or requested by Team Manages through the Space Assist capability) or generating move cases via Excel upload.
The Excel template needs to be downloaded, filled out, and uploaded to proceed with the bulk move creation.
The Excel spreadsheet can be uploaded once the template has been filled out.
The data processing step will begin after the file has been selected and uploaded.
Once the processing is completed, data conflicts will be raised if there are any.
To resolve any conflicts, the Move Manager would click on the “Data Conflicts” icon and edit the conflicts right there.
Once the Move Manager is in the "Reprocessing view", the record to be edited is selected. After clicking the edit icon, a right pane opens with the fields available to fill out.
After the fields have been filled out, the Move Manager can click on update, and the records will be updated to avoid any further conflicts in the move process
Once all the records have been updated, the user can click the "Reprocess" icon at the top right of the screen to continue with the process.
After making the changes, the Move Manager will be able to see the screen below, showing that no more business conflicts have been found.
Once clicking on “next”, an option to create move cases will be displayed.
Through the schedule view, Move Managers can visualize each individual move case created in additional to also being able to check on the related tasks.
Workplace Indoor Mapping – Indoor Mapping Bulk Updates
Persona: Map Admin
Roles: sn_map_core.map_admin,
Plugins: Workplace Indoor Mapping, Workplace Core and Workplace Space Mapping
The July '25 release introduces Indoor Mapping Bulk Updates, simplifying how Workplace Teams manage and maintain existing maps at scale. Instead of updating floor maps individually, admins can load updated versions of multiple maps through a new bulk update flow.
The process runs in the background and includes validation checks for missing names, georeferencing errors, or file format mismatches. Map Admins can track progress through work notes and resolve any flagged items without reprocessing each file, making large-scale map updates faster, more reliable, and easier to manage.
How this new capability works:
Whenever a map needs to be updated, the first step is to log in to Map Studio.
When clicking on "Import Files" within the bulk update maps option, the Map Admin could load multiple CAD files at once to make updates to already configured floor plans. For this release, the updates will only be applied to floor maps that have been preconfigured and have followed all the setup steps.
The first step to do a bulk upload is creating an import on Map Studio.
1. In this view, the Map Admin can also enable the option to "Notify User," which will send a notification when the update process has been completed, preventing the user from having to review it while it runs.
2. After the import has been completed, the next step will require the Map Admin to attach the updated files.
3. Once the files have been attached and loaded, the Map Admin will initiate the import.
4. While the process runs, subtasks get created for all the sources that have been added, and goes through a standard set of steps.
5. By selecting any record, the Map Admin can also see all the steps that have been followed to complete the import
Four types of errors could be raised while the files are being processed. The first error would be if the name of the original file changed to the one that is being imported. The second error would be for geofencing, and that would come up if the shape of the building has drastically changed. The third error for configuration could be related to the layers of the file, and lastly, the size of the file being too large could also raise errors.
When an error is identified, the record will show "Closed Incomplete" as the state of the import
Once the record is open, the steps will also mention the error that has been identified.
The import process will be completed if no errors are detected.
Workplace Indoor Mapping – WSD & Indoor Mapping Data Sync
Persona: Map Administrator, Workplace Admin
Roles: sn_map_core.map_admin, sn_map_core.map_editor
Plugins: Workplace Indoor Mapping, Workplace Core and Workplace Space Mapping
A bidirectional data sync has been introduced between Indoor Mapping and WSD, ensuring that updates made in either system are automatically reflected in the other. This enhancement eliminates the need for manual syncs and helps maintain data consistency.
As part of the setup, admins define sync rules during the initial map load using the Sync Property Table, establishing a required 1:1 relationship between space types in Indoor Mapping and place types in WSD. Once configured, changes such as renaming buildings, updating spaces, or editing attributes are seamlessly shared in both ends.
The sync process includes validation for record removals to support accuracy and control.
It also introduces two new tables, Enhanced Sync Activities and Sync Log, provide an audit trail for all sync events.
How does it work:
To update changes in both Indoor Mapping and WSD, a new menu has been added called "Enhanced Sync", which has some useful tables. The sync properties table allows users to configure the synchronization.
Within the Enhanced Sync operations table, the Admin can access a new validation process that tracks removed records.
The Map Admin can go to Map Studio to edit a map and make the desired changes. Once these changes have been saved, they will be reflected in WSD.
When selecting the campus that will be edited, the map will load, and the changes can be made as they usually would, such as adding new buildings or renaming spaces.
Once the map edits are finalized, the Map Admin can verify the data has been synced and updated in Workplace Core by checking the relevant location tables
Workplace Service Delivery for Mobile – Reservation Experience Enhancements
Persona: Experience – Employees, Configuration – Workplace Admin, Reservation Manager
Roles: sn_wsd_core.workplace_user, sn_wsd_core.admin, sn_wsd_concierge.admin
Plugins: Workplace Reservation Management, Workplace Concierge, Workplace Space Management, Workplace Service Delivery for Mobile
The mobile experience has been enhanced to provide Employees with more control and flexibility in planning their in-office days. A calendar based view allows employees to browse upcoming dates, see their scheduled reservations, and select multiple days at once for bookings, all from the same place.
As users scroll down, reservation suggestions will appear. This is currently configured to display 10 suggestions at a time but can be increased if desired. The suggestions also provide insights.
To access the enhancements on the Mobile app, the user must open the app and click on the "Workplace" icon at the bottom of the screen.
How the experience works:
The employee can enable multiple-day selection to make reservations for spanning multiple day at a time.
After selecting the desired in-office days to look for suggestions, the Employee will receive confirmation of the reservations and will be able to see the reservation details when scrolling down.
Workplace Event Planner – Event Planner Drag and Drop
Persona: Workplace Reservation Manager, Workplace Event
Roles: sn_wsd_rsv.reservation_planner, sn_wsd_rsv.reservation_viewer
Plugins: Workplace Core, Workplace Reservation Management, Workplace Central, Workplace Case Management
The Workplace Central Event Planner now has a new drag-and-drop capability, making it easier for workplace teams to adjust meeting times directly from the schedule view.
Previously, changing event durations required multiple steps. With this enhancement, Event Planners can now extend or shorten an event by simply dragging the time block, streamlining real-time adjustments.
Any services associated with the reservation, such as catering or equipment and blockers, are automatically updated to reflect the new schedule. If a user attempts to overlap an existing reservation, a built-in validation will surface an error to prevent conflicts.
The Event Planner is accessed through Workplace Central. When clicking on the Schedule View, the Event Planner can use the new drag-and-drop enhancement.
When the Event Planner looks at the schedule view and receives a request to update the same, they can drag the reservation on the schedule to extend or decrease its time.
Once the Event Planner has made the changes to the reservation and confirmed the next start and end times, the option to retain and edit extra services will pop up asking to confirm the reservation changes.
Workplace Visitor Management – Visitor Management Enhancements
Persona: Workplace Team, Reception Staff, Visitors
Roles: sn_wsd_visitor.admin, sn_wsd_visitor.staff
Plugins: Workplace Core, Workplace Visitor Management, Workplace Services Kiosk
Enhancements to Visitor Management introduce greater flexibility and compliance across the guest check-in experience.
- Visitors can now sign policies via email before arriving on-site, helping reduce wait times and improve the overall flow at the Kiosk.
After the visitor clicks on “Read and sign policies” it will redirect them to a page where they will be able to acknowledge the company’s policies. Once the visitor accepts and signs the policies, they receive a confirmation message
2. A new photo consent step on kiosk has been added to the check-in process, allowing organizations to capture and store visitor consent in alignment with legal and privacy requirements.
Once the check-in and self-registration details have been entered, the visitor will be prompted with a consent page prior to having their picture taken.
Workplace Admins can create a new schedule for all day in-office options when registering a guest
Workplace Reservation Management – Case Edits with Reservations
Persona: Experience: Employee, Configuration: Workplace Team, Workplace Admin,
Roles: sn_wsd_core.admin, sn_wsd_rsv.admin, sn_wsd_rsv.manager, sn_wsd_rsv.dispatcher, sn_wsd_rsv.staff, sn_wsd_core.workplace_user, n_wsd_rsv.reservation_viewer
Plugins: Workplace Core, Workplace Reservation Management, Workplace Case Management
Workplace Admins can connect service requests, like catering or equipment, directly to reservations, creating a unified experience for users and support teams. Mapping existing record producers to the reservation flow allows admins to control which services are available and ensure consistency across workflows.
When the reservation is submitted, each selected service is automatically created as a linked Workplace Case. If the reservation is updated, the associated cases update, too, with no manual coordination needed.
This helps workplace teams streamline services, reduce errors, and maintain alignment between bookings and the support required to fulfill them.
To view this enhancement, the admin must map the record producer to a reservation service, such as catering or equipment.
How it works:
Changes to workplace services requested as part of a reservation can be edited by the Employee by editing the reservation details.
The Employee can change reservation details, making updates to the quantity and services requested which will update the related case.
After updating the reservation, the service changes will be reflected and updated simultaneously on the reservation summary.
Workplace Core – Location Directory Enhancements
Persona: Back End: Workplace Team, Workplace Admin, Front End: Employees
Roles: sn_wsd_core.admin, sn_wsd_rsv.admin, sn_wsd_rsv.manager, sn_wsd_rsv.dispatcher, sn_wsd_rsv.staff, sn_wsd_core.workplace_user, n_wsd_rsv.reservation_viewer
Plugins: Workplace Core
A new neighborhood search capability allows users to type a neighborhood name directly into the search bar and instantly view its location across campuses, buildings, and floors. Users can also generate direct links to specific neighborhoods, making sharing or revisiting key locations easier.
The Location Directory now supports searching for users assigned to neighborhoods, not just individual spaces, helping employees locate coworkers even when they don't have an assigned desk.
Additional improvements to wayfinding include the ability to switch between feet and meters for step-by-step directions and an updated filter that only displays space types and neighborhoods relevant to the selected floor. The reintroduction of color-coded filter pills further enhances usability.
Neighborhoods are now visible in the Location Directory whenever a user browses for it.
When searching for a specific neighborhood or space in the location directory, users can now generate a URL to share with peers.
After the employee has copied the URL, they will receive confirmation that it has been stored in their clipboard.
Employees can also look for coworkers in the location directory and see the neighborhood they are assigned to.
Within Wayfinding employees are now able to change the unit displayed from feet to meters.
The changes applied to the unit will also be reflected in the step-by-step directions.
The space and neighborhood filters in the Location Directory have been improved to show only what's relevant to the currently selected floor.
The filter panel dynamically adjusts based on the selected floor, displaying only applicable space types and neighborhoods.
In addition, we've reintroduced color-coded pills for neighborhoods within the filter menu, making it easier to identify them visually
Workplace Case Management – Print Cases
Persona: Workplace Team
Roles: sn_wsd_core.admin, sn_wsd_case.case_writer, sn_wsd_case.manager, sn_wsd_case.admin, sn_wsd_case.case_reader
Plugins: Workplace Core, Workplace Case Management
A new print capability has been introduced for Workplace Cases and Tasks, supporting both case management and reservation-related workflows.
Now, workplace managers and case handlers can select cases directly from a list view in Workplace Central - Case Management and generate a printable PDF report with key case details. The feature is available on both the desktop and the agent mobile app, enabling flexible access.
This enhancement supports better coordination for field teams, simplifies handoffs, and improves traceability by turning digital cases into clear, shareable formats.
Within Case Management in Workplace Central, Workplace Teams can look at the all the active cases
When the Workplace Admin selects a specific case, a new tab opens, displaying key information related to the case
Within the case, the Workplace Admin can review the associated child tasks.
Once the Workplace Admin clicks on "Print Case," a PDF file gets generated, available for download. After clicking on the file, A PDF format will be displayed.
Another option to print cases is to set filters in the "All Active Cases" Tab
Once the print filter selection is clicked, a Workspace Task with all the consolidated reports will be created.
After completing the task, a new PDF containing all the selected cases is generated.
Cases can also be printed from the mobile application. When a case is selected on the mobile app, all the active cases will be displayed with the option to print.
After selecting the print option, a message to confirm the action will be displayed and a PDF file will be generated.
