Workspace App Shell release notes

  • Release version: Store
  • Updated June 11, 2026
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    Summary of Workspace App Shell release notes

    The Workspace App Shell application, available on the ServiceNow Store, enhances workspace experiences primarily for agents handling multiple records simultaneously. It provides improved navigation, customizable UI components, and integration capabilities designed to optimize efficiency and user experience within ServiceNow workspaces.

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    Key Features

    • Breadcrumb Navigation Improvements: Enhanced breadcrumb behavior for consistent visibility and accurate navigation trails, including fixes for direct URL navigation and cross-page transitions.
    • Utility Panel Slot: Introduction of a fully supported Utility Panel slot in the Breadcrumb AppShell, enabling dynamic component rendering on interaction record pages and customizable layouts via UI Builder.
    • UI Customization: Added page properties in the Portal App Shell for customizable labels and alt text, along with configurable utility panel behavior to support different layouts per record type or workspace page.
    • Integration Support: Native support for NVC subcomponents (Interaction Controls, Lookup) in Manager Workspace without the need for custom workarounds, facilitating standard workspace component communication.
    • Chat Shell Enhancements: Ability to resize the chat shell and fixes addressing issues with chat panel rendering and duplication to improve interaction stability.
    • Visibility Controls: Options to hide the app shell search bar on the portal on a per-page basis and conditional display of utility panels based on page setup or user interaction.
    • Performance and UI Fixes: Various bug fixes addressing UI inconsistencies such as disappearing inbox icons, breadcrumb inaccuracies, and race conditions between scripts and screen titles.

    Key Outcomes

    ServiceNow customers can expect a more reliable and customizable workspace environment that supports multi-record management with improved navigation and communication components. The enhancements in UI flexibility and integration reduce the need for custom development, streamline agent workflows, and maintain a clean, contextually relevant interface. Regular updates continue to address usability issues, ensuring consistent performance and user orientation across workspace experiences.

    Version history for the Workspace App Shell 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 29.2.0 - June 2026
    Fixed intermittent breadcrumb being displayed when hideBreadcrumb is set to true
    Version 28.0.10 - May 2026
    Fixed an issue in the CSM Workspace where the agent chat box intermittently disappeared when switching between KB and interaction tabs
    Version 29.1.1 - March 2026
    • A page property was added in the Portal App Shell to make labels and alt text customizable.
    • Utility Panel Slot Added to Breadcrumb AppShell
      • Breadcrumb AppShell now includes a fully supported Utility Panel slot.
      • Enables component rendering on the Interaction Record page in Manager Workspace.
    • NVC Component Integration Support
      • NVC subcomponents (Interaction Controls, Lookup) can now be loaded into Manager Workspace without custom workarounds.
      • Standard workspace component communication is supported.
    • UI Builder Configuration
      • Utility Panel behavior and placement can be configured through UI Builder.
      • Supports different layouts per record type or workspace page.
    Version 28.0.9 - February 2026
    • Fixed an issue where inbox icon in CSM/FSM Workspace keeps disappearing randomly
    • Fixed an issue where chat panel fails to render during live interaction
    Version 28.0.7 - August 2025
    • Introduced a new Seismic component, utility panel designed to support dynamic utility panel experiences.
      • The utility panel is rendered only when utility content is configured on the page, ensuring a clean and contextual UI.
      • Visibility controls are available to conditionally display the panel based on page setup or user interactions on left side of the UI.
    • This component improves layout adaptability while maintaining a streamlined interface.
    Version 27.0.3 - July 2025
    • Bug Fixes and Improvements:
      • Breadcrumb Not Updating on Direct URL Navigation:
        • Issue: Navigating directly to the list page via URL did not update the breadcrumb trail correctly.
        • Fix: The breadcrumb now correctly reflects the navigation path when accessing the list page through direct URL entry.
      • API Passive Navigation with Redirect Fails to Load: Fix: The navigation logic has been corrected to ensure that passive navigation with redirect functions as expected.
      • Duplicate Chat Shell in DOM: Issue: A duplicate chat shell component was being rendered in the DOM in version 27.0.2, causing UI duplication and potential performance impact.
    Version 24.5.0 - July 2025
    Bug Fix: Breadcrumb Not Displayed When Navigating Between Pages: Resolved an issue where the breadcrumb navigation would not appear when switching between two pages or opening a record in full details view. This fix ensures consistent breadcrumb visibility across navigation flows, improving user orientation and usability.
    Version 24.4.8 - May 2025
    Fixed the incorrect breadcrumb item issue in Common Page templates.
    Version 27.0.2 - March 2025
    Fixed an issue where Cancel button on Record page stopped working in YFixed an issue to address race condition between scripted extension and screen Titles.
    Version 27.0.1 - February 2025
    New: Ability to resize chat shell.
    Version 24.4.2 - November 2024
    Minor bug fixes.
    Version 24.4.1 - August 2024
    New: You may hide the app shell search bar on the portal. This is configurable per-page.
    Version 24.0.5 - August 2023
    New: Ability to collapse and expand L2 in Breadcrumb App Shell.
    Version 22.1.5 - December 2022
    • Fixed:
      • Hide/Show L2 slot based on selected L1 item.
      • L2 slot to show/hide based on page route.
      • Dynamic content for L2 slot based on selected L1
    Version 22.1.4 - November 2022
    This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time.