Service Exchange Order Management for Providers release notes

  • Release version: Store
  • Updated June 11, 2026
  • 5 minutes to read
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    Summary of Service Exchange Order Management for Providers Release Notes

    Service Exchange Order Management for Providers enhances integration and automation between providers and consumers using ServiceNow instances. It addresses common inefficiencies in ordering processes by enabling seamless communication, faster onboarding, and reliable data synchronization, thereby improving service delivery and customer satisfaction.

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    Key Features

    • Service Exchange Center: Centralized Connections tab to create, view, request, and offboard provider and consumer connections with improved search and filtering capabilities.
    • Consumer Registration and Onboarding: Guided, step-by-step onboarding experience with clear progress indicators and actionable messaging to reduce friction and support needs.
    • Foundation Data Sync (FDS) Enhancements: Synchronizes Knowledge Base articles and maintains CMDB sys IDs and dependency relationships to ensure data consistency and CI functionality. Restricts data sync from non-production to production environments for compliance.
    • Journal Field Framework (JFF) Improvements: Supports mapping multiple source fields to a single target journal field and preserves all journal entries during synchronization without custom scripting.
    • Group-Based Persona Assignments: Enables assigning Remote Catalog personas to user groups for streamlined access management at the group level.
    • Health Dashboard: Provides unified visibility into connection health with proactive issue detection, heartbeat monitoring, enhanced search, filtering, and centralized issue tracking.
    • Automated Onboarding: Secure, automated consumer-provider onboarding with validations, retry/timeout handling, clearer onboarding states, and error recovery messaging.
    • Magic Links: Supports SSO login for consumers directly to provider resources.

    Improvements and Fixes

    • Resolved inbound transform execution failures caused by permissions to ensure reliable data processing.
    • Fixed connection entitlement retention issues during reconnects to maintain consistent access rights.
    • Enhanced onboarding error handling to provide clear error messages instead of indefinite “Work in Progress” states.
    • Strengthened Remote Task error handling and ensured accurate Remote Choice value synchronization.
    • Improved resilience of outbound connections and handling of email attachments.
    • Addressed cloning issues related to identity, data retention, and cleanup scripts for smoother instance cloning processes.

    Practical Benefits for ServiceNow Customers

    • Streamlines provider-consumer collaboration by consolidating connection management and improving onboarding efficiency.
    • Enhances data integrity and compliance through advanced synchronization controls and restricted data flows.
    • Reduces administrative overhead by enabling group-based access controls and automating routine tasks.
    • Improves operational stability with proactive health monitoring and robust error handling mechanisms.
    • Supports seamless user experience with SSO capabilities and comprehensive documentation.

    Version history for the Service Exchange Order Management for Providers application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.3.18 - June 2026
    • Connections tab in the Service Exchange Center: Create, view, request, and offboard provider and consumer connections from a single location in the Service Exchange Center. Search and filter connections without navigating across multiple screens.
    • Improved consumer registration and onboarding: Onboard consumers faster with a guided, step-by-step registration experience. Upgraded consumers are automatically redirected to this experience to receive clearer progress indicators during onboarding, and actionable messaging for failure and delay scenarios, minimizing onboarding friction and support dependency.
    • Improved FDS capabilities:
      • Improve your connection experience, by syncing Knowledge Base articles between provider and consumer instances.
      • Reduce data inconsistencies by maintaining sys IDs for CMDB data and dependent relationships through transform maps.
      • Ensure CI functionality is preserved on the destination instance by choosing to automatically create CI dependency relationships when relationship data is received from the source.
      • Improved compliance through restricted data sync from non production instances to production instances for CMDB tables.
    • Journal Field Framework enhancements:
      • Increase flexibility in journal data synchronization between provider and consumer instances by mapping multiple source fields to a single target journal field.
      • Configure journal fields such of type journal_input fields alongside journal type, ensuring all journal entries are preserved during synchronization without requiring custom scripting
    • Group-based persona assignments for Remote Catalog: Assign Remote Catalog personas to user groups so existing group-based access management practices extend to Remote Catalog, reducing administrative effort by managing access at the group level instead of individual users.
    Version 2.3.15 - May 2026
    • Fixed:
      • Inbound Transform Execution
        • Resolved an issue where inbound transforms could fail to execute due to permission-related constraints, ensuring reliable data ingestion and processing.
      • Connection Entitlements Retention
        • Fixed a condition where entitlements could be lost after a connection was interrupted and later re-established. Entitlements are now consistently preserved across reconnections.
      • Improved Onboarding Error Handling
        • Enhanced onboarding behavior so that, if an error occurs in an onboarding flow, a clear error message is presented instead of the process remaining in a “Work in Progress” state.
    Version 2.2.13 - April 2026 (Australia)
    • New:
      • Added translations
      • Change name from Service Bridge to Service Exchange
    Version 2.1.36 - April 2026 (Zurich)
    • New:
      • Added translations
      • Change name from Service Bridge to Service Exchange
    Version 2.0.75 - April 2026 (Yokohama)
    • New:
      • Added translations
      • Change name from Service Bridge to Service Exchange
    Version 2.3.9 - March 2026
    • New:
      • Service Exchange Center
        • Introduced the unified Health Dashboard for improved visibility into connections through a new Heartbeat capability, more accurate connection status, enhanced search and filtering, and centralized issue tracking with validation and resolution.
      • Automated Onboarding
        • Delivered automated Consumer–Provider onboarding with secure registration, automated pre‑ and post‑onboarding suite validations, improved retry and timeout handling including one‑sided consumer offboarding, and clearer onboarding states with actionable error messaging and recovery.
      • Service Exchange Core
        • Improved transport reliability, strengthened Remote Task error handling, enabled provider‑to‑consumer task variable updates, and ensured Remote Choice values remain accurate.
      • Documentation
        • Restructured Service Exchange documentation.
    • Fixed:
      • Improved resilience of RPS outbound (PRB1918189)
      • RPS connection failures caused by malformed attachments (PRB1969541)
      • Additional comments are not updated as expected (PRB1984220)
      • Improved retry behavior during onboarding and Offboarding (PRB1925551)
      • Corrected CI sync behavior after initial payload (PRB1961406)
      • Improved handling of inbound email attachments (PRB1920319)
      • Resolved Clone script conflicts (PRB1966599)
    Version 2.1.33 - March 2026 (Zurich)
    Service Bridge renamed to Service Exchange
    Version 2.0.70 - March 2026 (Yokohama)
    Service Bridge renamed to Service Exchange
    Version 2.2.5 - September 2025
    No updates.
    Version 2.2.2 - August 2025
    • New:
      • Journal Field Framework (JFF) - Remote Task
        • Support all journal field types
        • Support for historical journal sync
        • Write journals as the real user
      • Foundation Data Sync (FDS) (Provider to Consumer Only)
        • Non-CMDB tables /w Transform Maps
        • CMDB /w IH ETL and IRE
        • Supported tables: CMDB, Asset, User, Group, Location, Company, Department
      • Health Dashboard
        • Proactive Issue Detection: Instance scan checks identify inconsistencies early, maintaining health via the Health Dashboard for findings and errors.
        • Key Benefits: Enhances integration stability, reduces troubleshooting, offers error solutions, boosts productivity.
        • Scan Suites: Provide on-demand/scheduled scans
      • Magic Links: SSO login for consumers directly to resources in the provider instance
    • Changed: Remote Task uses the new journal field framework.
    • Fixed:
      • Proper handling of HTML tags in journal fields
      • Identity is missing in clone.
      • (Clone) Remove Excludes on OOB table sys_alias and replace with a post clone cleanup script
      • Flow "Update Error Message on Remote Task" called but errors out after work note added
      • (RPS) Ensure the OAuth tokens do not expire due to no transactions within 24 hours of expiration
      • Service Bridge needs logging to inform customers when attachments are dropped, for example, per the Restrict File Extensions system property
      • Related lists disappearing after adding or removing the related list on the table, Remote record producer
      • RTD getting deleted with Refresh entitlements, Scheduled job
      • "Create Remote Task for Provider" and "Create Remote Task for Consumer" buttons are visible for users without the role "sn_sb.remote_task_creator"
      • Clone - After clone, in target instances, existing/old Provider tasks data(Variable, Comments, and attachments) are missing.
      • Reference variables do not list any values when certain variable attributes are set
      • RRP Catalog Item Categories clone cleanup script errors and stops all clone cleanup scripts from completing
      • RRP Catalog Item Categories cleanup script fails, causing all the subsequent cleanup scripts to not run post-clone
      • The Change Request state (close) is not transferring to the Service Bridge Provider when the request is closed
    Version 2.1.30 - June 2025
    No updates this release.
    Version 1.0.5 - February 2025
    No updates this release.
    Version 1.0.0 - August 2024
    Providers often struggle with inefficiencies in their ordering processes when working with customers who have their own ServiceNow instances. This lack of integration results in poor communication, manual order handling, and delays in fulfilling orders, negatively impacting service delivery and customer satisfaction. Order Management for Providers with Service Bridge offers seamless integration and automation to transform the ordering experience, making it faster, more accurate, and more satisfying for both providers and customers.