The Risk and compliance tab now features dedicated Risk overview and Compliance overview sections that enable you to continuously monitor the risk and compliance posture of your AI assets.

The Risk overview section is a filtered view of your AI assets that are based on inherent and residual risk levels so that you can make informed risk evaluations. The Compliance overview section displays the regulatory risk classification of AI systems, models, and datasets through donut charts. Additionally, you can see the compliance status of your AI assets in relation to applicable authority documents and internal policies.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

• Front-line case page
• CSM default record page
• CSM Interaction record page
• CSM voice interaction record page
• CSM centered chat interaction record page
• Email interaction record page

• Activity Stream layout now automatically adjusts to your device (laptop, tablet, or mobile). Hidden content is indicated by (...) for better readability.

• Enable time grouping by month or quarter: A new property enables selection of time grouping as monthly or quarterly (Q1-Q4) in date filters.
• Customize feed appearance: Admins can configure feed icons along with their background colors using a property that offers predefined color options.
• Display activities by updated date: A new property enables feeds to surface activities based on the last updated timestamp in Customer History.
• Dynamic refresh updates: Customer History feeds now refresh automatically, but only for records in the Customer History activities table and within the current context (for example, Contact). Other tables and parent records are not included.
• Introduced a new search icon that lets agents show or hide the search bar with a click.

• Set Recommended Actions as the default first tab in the contextual side panel to provide agents with instant access to recommendations without switching tabs. This change applies to the following pages:
  • Front-line case page
  • CSM default record page
  • CSM Interaction record page
  • Email interaction record page
  • CSM voice interaction record page
  • CSM centered chat interaction record page
• Load Recommended Actions asynchronously to keep the UI responsive while recommendations load.
• Enable agents to send relevant KB articles through SMS during voice interactions and messaging-type interactions.

• Account
• Asset
• Contact
• Incident
• Product Model
• Work Order Task

• Restrict access to unauthorized users with error messages and validate role-based permissions.
• Auto-save admin updates to timer and color changes in real time.
• Display workspace settings only after the Session tab is enabled.

• Set alerts to auto-dismiss or require manual dismissal.
• Configure alert behavior globally or according to alert.
• Reduce alert overload while supporting accessibility standards, which helps agents focus on critical alerts.

• Automatically consolidates new ServiceNow related tabs into an existing open ServiceNow tab.
• Provides cross-platform support.
• Enables agents to share record links, such as cases, through platforms like Gmail, Microsoft Teams, Microsoft Outlook, and other web tools integrated with ServiceNow. These links open using ServiceNow Link Manager, ensuring the record loads in the correct workspace and context.
• Provides a user-friendly interface that is easy to enable and turn off directly from the extension settings in the respective browser.

• You can provide a maximum client secret length up to 4096 characters to meet security requirements of the third-party systems.
• You can provide a JSON Web Key Set (JWKS) URL to automatically manage and update the public key for JSON Web Tokens (JWT) signature validation.
• You can request OAuth tokens using the JWT grant type signed with Elliptic Curve Digital Signature Algorithm (ES) signing algorithms, including ES256, ES384, and ES512, for inbound JSON Web Tokens (JWT). It also supports RS256, RS384, RS512, HS256, HS384, and HS512.
• You can customize the JWT ID (JTI) claim name in both inbound OpenID Connect (OIDC) and JWT Bearer flows.

• Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization.
• Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field.
• Global template: Task plan templates can be marked as global, making them visible to all users with read access.
• Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields.
• Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly.

• By user, role, group, or agent
• By entity critera such as location, customer level, or related entities

Track all your work from one place using the enhanced My Work in CWM. My Work now supports all ServiceNow task records-such as incidents, changes, and requests-whether they originate in CWM or outside, giving you a unified view of everything assigned to you. This helps you stay on top of overdue or open tasks and improves on-time delivery.

Additionally, the Item type filter has been refined to show all CWM tasks (including custom ones) grouped under a single category, instead of listing every CWM task type individually. You’ll also only see task types in the filter that you’re actually assigned to, reducing clutter and making it easier to filter what matters.

• Resize the column width of a table per your preference.
• Add color to single or multiple table cells.

• Save template: While saving a Board as a template, choose between saving the current view or all shared views. You can see the number of Board views and custom task types that are included in this template.

  These details are displayed in the Template Center, where you can select a template that best meets your team's needs.

• Apply template: While applying a Board template, you can see the number of Board views and custom task types that you get if you apply this template. The Board views drop-down list lets you switch between views and provides information on the type of views that are enabled in this template.

  Only those custom columns that are part of these views are brought over when you apply this template.

When a user is added to the Assigned to field of a CWM task but doesn't yet have access to the Space, the email notification requesting access is sent only to the Space owners. This way, there's less email clutter for all the Space users because notifications are sent to only those users who need to know this information.

• Open the keyboard shortcut panel:
  • macOS: Cmd + Option + K
  • Windows OS: Ctrl + Alt + K
• Images can be resized after inserting them within a table cell.
• The page name can be updated by editing the name and clicking anywhere on the Doc.
• Moving content blocks to within a numbered list or deleting a list item from a list automatically adjusts the list numbering.

• Select Related list as a list type option.
• Switch between the standard view and gallery list, which displays list items as cards.

• Use the Predicate Builder for all list types.
• Set up a read-only version of the Predicate Builder to display all conditions without users editing them.

• Display Boolean fields as a toggle.
• Add an indicator that marks unsaved fields after any changes.
• Wrap field labels instead of truncating them.
• Change field-level configurations from field context menus displayed as a gear icon beside every field label.
• Choose whether related lists load with the form, after the form, or on demand.
• Hide the related list header when the last record is removed.
• Choose to display field labels beside its value or stacked vertically.
• Suppress special handling notes and notifications from secondary forms on a page.

• Hide the rich text editor toggle for your workspace without affecting other experiences.
• Rename and reorder Emails, Work notes, and Comments tabs.
• Annotate new activities to make it easier for you to find unread emails and messages.

• On the Published policy tile on the Data Manager policies page, the policies list view now shows the scheduled job that is associated with the policy and the user that the policy runs as.

  For more information, see Create a CMDB Data Manager policy.

• Instead of the system automatically setting the run as attribute of the scheduled certification and attestation jobs to be the user that authored the policy, you can now set a specific user that adheres to the policies and regulations in the organization. Configure the default values for the run as user and user accounts available for run as assignees for auditing purposes when it’s important to know who initiated the changes.

  For more information, see Components related to CMDB Data Manager.

• For certification and attestation policy tasks, choose how to assign tasks in cases where a specified task assignment field is empty for a target CI. Specify a user or a user group to assign such tasks to, or create the tasks without assigning them. An administrator can later review and assign those tasks.

  For more information, see Create a CMDB Data Manager policy.

• View the closed tasks in the My Work view in CMDB Workspace. Select the Closed card in the Task status tile to review the (in read-only mode) details for tasks that are in the Closed Complete, Closed Canceled, Closed Incomplete, or Rejected state.

  For more information, see My Work view in CMDB Workspace.

• New CIs in the Create CI experience no longer have their Operational status attribute set. The new CI Operational state attribute appears on the Additional attributes page of the Create CI experience. Setting it to any value is optional.

  For more information, see Create a CI manually in CMDB Workspace.

• The itil user role now contains the sn_cmdb_user user role and no longer contains the sn_cmdb_editor user role. As a result, the following functions that were accessible to itil users now require the sn_cmdb_editor user role:
  • Create and delete the operations that are related to CMDB 360 queries.
  • Access the CMDB Retirement Definitions module by navigating to All > Configuration > CMDB Retirement Definitions.
  • Access the Create CI quick link on the Home view of CMDB Workspace.

Configure the system to prioritize the use of IRE identification rules to uniquely identify CIs in a payload, instead of using the source_name and source_native_key fields. For more information about using the glide.identification_engine.skip_sys_object_source_matching system property to control this behavior, see Properties.

The Contract Request table is automatically selected for a new configuration. You can manually select a different table, if necessary.

Additionally, the Table field has been renamed Lookup table. You can select the table from the data that is populated into the contract document.

If the template isn’t based on the Contract Request table, only the Lookup table field is shown.

• Enabled responsibility access configurations to support more granular access control.
• Updated the data model by adding new fields and renaming select field labels for improved clarity.
• Refreshed associated forms and lists to reflect the latest framework updates.

• Added pricing fields that reference sales agreements and captures base prices on sold products to verify consistent pricing during modifications, such as quantity changes or attribute updates. New fields are added to enhance the traceability for subscription-based products.
• Added columns to the Sold Product base table. Use the Split from and Split from root to track lineage during upsells, downsells, and expiration date changes ensuring accurate order management, compliance, and analytics.

Added Provider Service Org field on the install base form to support tracking, recall workflows, and post-sale engagement with dealers and partners.

• The sn_vul.app_sec_manager role is added to the DevOps Tool Owner [sn_devops.tool_owner] role when the DevOps Vulnerability Integrations plugin (sn_devops_vul_ints) is installed.
• The sn_vul_veracode.configure_integration role is added to the DevOps Tool Owner [sn_devops.tool_owner] role when the Vulnerability Response Integration with Veracode plugin (sn_vul_veracode) is installed.

• Identify outdated or prolonged discover and import requests using the DevOps -Stale or Long-Running Discover and Import Requests health check.
• Verify whether webhooks have been configured correctly for any tracked repository, pipeline, or plan in  GitHub,  GitLab,  Azure DevOps, and  Jenkins using the DevOps webhook configuration analysis health check.
• Identify OAuth app configuration issues for GitHub tools in the connected state using the DevOps webhook configuration analysis health check.
• Verify if any scheduled job has been configured to run as an invalid or non-admin user.
• Navigate to the Findings list from the DevOps Change Workspace home page by selecting  View all findings  in the  Health scan findings  widget. 

• The device view is now optimized and segregated into two tabs based on the user persona. The All devices tab is for DEX operators, and the Devices by ACC status tab is for DEX operators and DEX admins.
• The application performance tab in the Device page has been enhanced. Filter performance for installed apps and web apps by date and time, and view the performance metrics for the last seven days.
• Access the performance page to view the performance and details of both installed and web applications.
• Filter the active devices to view only the devices that were active in the last five minutes.

Use all three Encryption APIs to encrypt on attachments, without needing to use any one specific API.

Unsupported call to GlideEncrypter. Details: GlideEncrypter is deprecated and now returns null, please refer KB1320986

The updated Test Automation section provides detailed insights into alert groups, including total alerts, description, grouping category, node, and time, with support for sorting by grouping type.

Use the aggregated schedules of all agents of a territory to allocate resources until a specified cut-off date, after which predicted capacity can be used for bookings. This feature optimizes resource utilization and capacity management for a territory, which helps ensure that business services remain available without overburdening resources.

Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you create a Google API key after March 2025, you must upgrade to a supported ServiceNow release version to verify compatibility.

• Streamline asset identification and data entry by scanning and capturing barcode values directly within a work order questionnaire.
• Configure a predefined range for numeric inputs to minimize errors and help ensure data accuracy.
• View completed questionnaires in the workspace.
• Create follow-up work order tasks from a work order questionnaire based on the responses.
• Allow users to retry or replace an attachment if the upload is unsuccessful.

• sn_gfa.weeklyCheckInDayToMapMonth - Defines the end day of the week used for mapping weekly target breakdowns to a month. The default value is Friday.
• glide.ui.sn_gf_goal_target_activity.field - Enables activity stream for fields of the targets.
• sn_gfa.target_breakdown_decimals - Sets the number of decimal places displayed for target values when generating target breakdowns. The default value is 2.

The process for embedding Care Team Portal into your EMR system has been streamlined to enable more efficient launch context configuration.

The portal now supports capturing launch context tokens across multiple launches within the same Hyperspace session when embedding Care Team Portal into Epic's Hyperspace. Previously, only tokens captured from the initial launch were displayed.

The FHIR endpoint is now retrieved dynamically, eliminating the need to embed it directly in the Single Sign-on Script.

Roles and responsibilities have been updated to enable more selective user access.

Healthcare operations users can now be assigned these responsibilities in the Edit member related list within healthcare organizations.

• IBM Hardware Management Console (HMC): additional fields in IBM Frame [cmdb_ci_ibm_frame] and IBM LPAR Instance [cmdb_ci_lpar_instance] tables
• Dell PowerMax storage: additional fields in Storage Server [cmdb_ci_storage_server] table
• Pure Storage FlashArray: additional fields in Storage Server [cmdb_ci_storage_server] table
• NetApp Server and Cluster: additional fields in Storage Server [cmdb_ci_storage_server] table
• AWS Auto Scaling groups: The relationship between Instance Scale Set and VM Instance has changed from Members::Member of to Managed by::Manages

• The RHV cloud provider has been changed to oVirt
• The RHV MID Server capability has been changed to oVirt
• The label for the [cmdb_ci_rhv_ldc] datacenter type has been changed from RHV LDC to oVirt LDC
• The label for the [rhv_credentials] credential type has been changed from RHV Credentials to oVirt Credentials
• The following pattern names have been changed from RHV to oVirt:
  • From RHV Clusters and Hosts to oVirt Clusters and Hosts
  • From RHV Discover Logical datacenters to oVirt Discover Logical datacenters
  • From RHV Virtual Machines to oVirt Virtual Machines
  • From RHV Discover Manager Instance to oVirt Discover Manager Instance
• The following table labels have been changed from RHV to oVirt:
  • The [cmdb_ci_rhv_vm_instance] table label from RHV Virtual Machine Instance to oVirt Virtual Machine Instance
  • The [cmdb_ci_rhv_cluster] table label from RHV Cluster to oVirt Cluster
  • The [cmdb_ci_rhv_ldc] table label from RHV LDC to oVirt LDC
  • The [cmdb_ci_rhv_manager] table label from RHV Manager to oVirt Manager
  • The [cmdb_ci_rhv_object] table label from RHV Object to oVirt Object
  • The [cmdb_ci_rhv_server] table label from RHV Server to oVirt Server

KVA performs continuous discovery to detect changes on resources in a Kubernetes cluster and updates the CMDB with the latest data.

Starting with KVA version 3.11.0, and Informer version 2.5.0, absent namespace CIs aren’t deleted automatically. Create a scheduled job to remove them.

Starting with KVA version 3.11.0, and Informer version 2.5.0, map application services based on traffic connections between the workloads in Kubernetes, by using istio and linked service meshes or the DaemonSet service.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive.

• Use the dynamically generated Root Cause Analysis (RCA), which is readily available in the RCA History page. RCA is available not only for alerts but also for the Critical or Warning scenarios of the performance category. This feature is a change to the existing functionality and is delivered dynamically.
• The core Root Cause Correlation functionality is being offered under the revised name of Root Cause Analysis to ensure product consistency.

• When a fix or workaround is shared from the problem record, an event is added in the activity stream of the incident record as work notes. The event includes a brief description of the provided fix or workaround and a link to the problem record.
• When a Known Error (KE) article is linked to the problem record, an event is added in the activity stream of the incident record as work notes. The event includes the links to the problem record and the KE article.

Dynamic artifact detection enables Localization Workspace to identify all translatable content, including your custom artifacts. From version 1.1.0.

MID Servers in a cluster now assign jobs based on the true load, using a variety of criteria. The smart workload manager continuously evaluates the queue size, execution time, CPU usage, and buffer size. The manager then assigns tasks to ensure that no server is overloaded.

MID Server logging has been improved with log backups that are preserved in a compressed format on local host with option to fetch to the instance. You can enable JFR logs every four hours and backup JFR files for a set time.

MID Servers no longer have performance degradation due to script include cache misses when using large amounts of worker threads.

The multiple mentoring program enables mentor admins to configure multiple programs that can run at the same time. It enables admins to restrict access based on employee criteria. The multiple mentoring program enables employees to choose and enroll in available mentoring programs, edit their preferences, search for mentors, and send connection requests.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

The request status AI agent provides an AI-generated summary of the most recent comments from the AI agent or other people working on a ticket. You can add attachments to an open ticket or incident to support a request action. To find more information about an open ticket, you can ask the request status AI agent follow-up questions based on previous answers from the agent.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

Added sentiment scoring to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative to very negative.

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

• Diagram change analysis
• ADR doc summarization and actions
• Business application insights
• Refine text

New customers

When you install a Now Assist product, designated skills will turn on automatically.

Existing customers who are upgrading

Any previously unconfigured skill will turn on automatically (the skill was never turned on, then off again).

There is no change to Now Assist skills that are currently enabled and customized.

Previously configured skills that were turned on, then off, will remain inactive.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

• Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook.
• Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined.
• Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD).
• Checks if the disputed transaction is already part of an existing case.

• Predict service and transfer HR cases agentic workflow
• Resolve noncritical HR cases agentic workflow
• Resolve critical HR case agentic workflow

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• Incident summarization
• Change request summarization
• Chat summarization

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• New customers: When you install a Now Assist product, designated skills and agentic workflows are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

The agentic workflow, agents, and scheduled jobs are configured to run under the new ppm.ai_project_manager_agent user role instead of the administrator account.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• The Extract information from documents skill is available in the list of Platform skills in the Now Assist Admin console.
• Data extraction and document Q&A capabilities can be set up for the same use case.
• Agents can review the AI predictions for the fields, tables, and questions in the same task.

• DOCX files are supported for information extraction.
• The page count limit is 200 pages per file If image mode is turned off for the use case. If image mode is turned on, the page count limit is 10 pages per file.
• The file size limit is 20 MB.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive.

• Now Assist Multi-Turn Catalog Ordering
• Now Assist Q&A Genius Results
• Now Assist Topics
• Subflows and actions
• Custom skills
• AI agents

• Search the web: Triggers web search mode and uses the internet to search for the results.
  Note: Only the last query entered into the conversation is considered when entering web search mode via the fallback option.
• Request a live chat: Triggers live agent mode and routes you to a human support representative.
• Create a generic ticket: Creates a record.
• End this chat: Ends the chat.
  Note: This option is only available to standard chat conversations.
• Custom fallback option: Presents a fallback Virtual Agent topic.

• On-call notifications are sent to multiple channels such as SMS or email simultaneously instead of sending it sequentially.
• When the com.snc.on_call_rotation.new_trigger_engine property is set to true, the on-call subflows are processed via the Flow runner queue. The on-call subflows that are marked as High priority are processed faster via a Flow runner queue especially when multiple events are triggered at the same time and are in the process queue.
• Reminder notifications are also sent to users when the instance is upgrading.

The following changes have been made to Operational Technology Manager roles:

• Users assigned the Operational Technology Manager Editor [cmdb_ot_editor] role or Operational Technology Manager Admin [cmdb_ot_admin] role cannot edit IT configuration items (CIs). Users with these roles can only edit or delete OT CIs.
• Users who aren't assigned an OT role cannot view OT records in the following CMDB tables:
  • IP Address [cmdb_ci_ip_address]
  • Network Adapter [cmdb_ci_network_adapter]
  • Serial Number [cmdb_serial_number]
• The Operational Technology Editor [cmdb_ot_editor] role contains the cmdb_manual_ci_ire_access role to support manually creating an OT CI in the Industrial Workspace.

• Dashboard owners can perform partial migration on their own dashboards.
• Geomap migration supported.
• Interactive filter check box option.
• Header color is supported.
• Export to CSV from lists is supported.

• In the Board view, select the branch or Start rule icon on a decision activity card to see a list of dependent activities and branches, and to navigate to them.
• When a decision or one of its branch nodes is selected in Diagram view, the decision and all of its branches are selected, and the side panel opens.
• Add parallel activities within decision branches.

• Redesigned the rationalization UI with a reordered layout and highlighted primary actions.
• Validations added for deactivated and deleted control objectives. Introduced the “Restart Analyze” option to support reevaluation of recommendations.
• Introduced support for Azure OpenAI, Amazon Bedrock, and Google Gemini for recommendations of control objectives.
• Updated the Consolidate state UI to show the recommendation panel with retained and accepted control objectives and their associated items.

• New customers: When you install a Now Assist product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• Product Catalog Management Core V15.0.0: During import, the system checks for minor updates to product offerings and specifications in the target version and imports them accordingly.
• Product Catalog Management Core v13.0.0
  • Export catalog entities, such as complex characteristic hierarchies, default values for characteristics including complex characteristics for product offerings and specifications, catalog entity versions in any order, and more, such as fetching referenced specifications during export. For details, see Export catalog entities.
  • Import catalog entities, such as complex characteristic hierarchies, default values for characteristics including complex characteristics for product offerings and specifications, catalog entity versions in any order, and more, such as suppressing validation of business rule errors in logs. For details, see Import product catalog entities.

Enable applicants to review and download the results letter and merit review summary (where applicable) of their grants application, as well as accept or decline their award, all within the new Results tab of the Grants Management portal. Notify constituents about a pending award decision through the portal.

After upgrading to version 21.1.x, if you have a feature admin role you can now complete tasks that were initially reserved for users with the broader administrator role.

• GRC: Taxonomy management [com.sn_grc_taxonomy]
• GRC: Regulatory Change Management integration with RSS Feeds [com.sn_grc_rcm_rssfeed]
• GRC: Regulatory Change Management [com.sn_grc_reg_change]
• GRC Case Management Core [com.sn_grc_case_mgmt]
• GRC integration with Thomson Reuters Regulatory Intelligence [com.sn_grc_int_tr]
• Regulatory Agency Library [com.sn_reg_body_mgmt]

While in the Implementation state, requesting approval is optional. If all associated action tasks are completed, the regulatory task can be closed directly from the Implementation state without requiring additional approval.

You can now break down a regulatory task into smaller, manageable components so that you can more efficiently track and execute the required activities. You can plan, assign, and monitor tasks now in a structured manner that supports your compliance objectives and regulatory requirements.

Security Center banners and Cascading Style Sheets CSS elements have been updated to conform to any instance-wide themes you apply.

View or edit the interaction record while drafting an email in a modeless dialog, keeping all relevant information accessible.

Confirm before closing a chat tab to avoid unintentionally leaving the chat.

Enable multiple agents to add wrap-up codes and comments for a single chat.

Lookup questions are now more flexible and user-friendly. You can effortlessly display choices directly from a specific table field, offering similar ease for select box configurations. Additionally, create dynamic dependent lookups where the choices refresh automatically based on the values selected in other fields on the same form, guiding users to more relevant selections.

• The related lists in the Related records tab of the SOW record pages, including those within the record pages as well such as Recent Incidents or Assigned Assets, are updated with the record list bundle. This update provides them with the same appearance, functionality, and user experience as the SOW list page.
• The related lists in the Related records tab of the SOW record pages, including the Multi Record Associator (MRA) list, as well as the related lists within the record pages such as Recent Incidents or Assigned Assets, now support the fuzzy count UX page property. You can configure a default value that is applicable to the list for all tables or a value for a specific table such as incident thereby improving the list page performance.

• Configuration item
• Service
• Service offering

• datetime
• email_script
• int
• integer_time
• related_tags
• user_input

• The Image Editing (editimage) plugin adds a contextual editing toolbar to images in the editor.
• The Help plugin (help) enables you to check shortcuts and keyboard navigation for accessibility.

• Day and Month in Year
• Day in Week in Month in Year
• Week in Month

The new run types are available in the following standard scheduled job types:

• Scheduled Email of Report
• Scheduled Entity Generation
• Scheduled Script Execution

To enable these new run types in other scheduled job child tables, you must configure your applicable form view to include the fields Day, Month, and Year. For more information, see Enable run types for scheduled job child tables.

• Starting
• Ending
• Repeat every

• atf.form.addAttachmentsToForm
• atf.form_SP.addAttachmentsToForm
• atf.server.addAttachmentsToExistingRecord
• atf.server.runServerSideScript
• atf.server.setOutputVariables

The Negotiation event table label has been renamed to Sourcing event. This change affects the label only. The underlying table name, [sn_shop_negotiation_event], remains unchanged.

The Investment type and Investment class fields have been deprecated from the Project and Demand planning item tables. These fields are now created at the parent level in the Planning item [sn_align_core_planning_item] table.

In the Stories list for an Epic, Feature, or Capability in the Enterprise Agile Planning workspace, the Assignment group and Sprint columns in the default related list view are replaced with the EAP team and Iteration columns.

• Resize the column width of a table per your preference.
• Add color to single or multiple table cells.

• Discover logical inventory for Nokia Altiplano such as logical ports, LAGs, and logical connections.
• Enable customers to manage both physical infrastructure and logical network relationships on the ServiceNow AI Platform.
• Store logical elements in the CMDB, improving visibility and traceability across the network.
• Use the generic Extract, Transform, Load (ETL) framework provided by ServiceNow to integrate with Nokia Altiplano, significantly reducing development effort.

• Detect mismatches in logical elements such as logical ports, LAGs, and connections.
• Filter audit results by IP range, device type, or vendor to focus on relevant subsets of data.
• Enhance audit performance, usability, and customer satisfaction by reducing unnecessary processing.

• Assign sn_vdr_risk_asmt.vendor_risk_admin to users who need to configure and manage vendor risk features.
• Assign sn_vdr_risk_asmt.vendor_assessment_reviewer to users who perform assessments, manage dashboards, and require operational access.
• Assign sn_vdr_risk_asmt.external_assessment_responder to users who need access to the third-party portal and to complete assessments.
  Note: Administrator privileges no longer grant access to TPRM features. Users must be assigned an appropriate feature-specific role to access relevant functionality.

• Third-party Risk Due Diligence [com.sn_tprm_onboarding]
• Third-party Risk Management [com.sn_vdr_risk_asmt]
• GRC: Vendor Portal [com.sn_grc_vendor_portal]
• GRC: Profiles [com.sn_grc]
• GRC: Compliance Assessment [com.sn_comp_asmt]
• GRC: SIG Questionnaire Integration [com.sn_sig_asmt]
• GRC: Performance Analytics Premium Integration [com.sn_grc_pa]
• Vendor Risk Management integration with EcoVadis [com.sn_app_grc_ecovadis]
• ITAM applications [com.snc.vendor_core]

• Pages and their variants appear collapsed by default for a cleaner, more focused view.
• Locate pages and variants with ease utilizing the search field.
• Search by name, URL, URL type, or variant, and toggle between filters for a cleaner, more intuitive page list.
• Pagination is automatically enabled when 10 or more pages are present.

• Submit Dispute Questionnaire
• Hypersearch Request Builder
• Hypersearch Response Parser
• Create Dispute Pre-Arbitration Request Builder
• Create Dispute Pre-Arbitration Response Parser
• Look up Dispute Response Details Request Builder
• Look up Dispute Response Details Response Parser
• Look up Dispute Pre-Arbitration Response Details Request Builder
• Look up Dispute Pre-Arbitration Response Details Response Parser
• Look up Dispute Pre-Arbitration Details Request Builder
• Look up Dispute Pre-Arbitration Details Response Parser
• Look up Dispute Details Request Builder
• Look up Dispute Details Response Parser