Openframe release notes

  • Release version: Store
  • Updated August 6, 2026
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    Summary of Openframe Release Notes

    The Openframe application on the ServiceNow Store provides a comprehensive integration framework for Contact Center Platforms (CCaaS) with ServiceNow. It delivers a persistent UI frame accessible across the platform, enabling advanced call and interaction management within the Customer Service Management (CSM) workspace and Agent Workspace.

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    This release history documents continuous improvements, security fixes, new features, and API enhancements from August 2024 through August 2026. Customers should review system requirements and family compatibility on the ServiceNow Store for optimal deployment.

    Key Features and Enhancements

    • Call and Interaction Management: Support for inbound and outbound phone interactions including click-to-dial, callback functionality, and transfer work item APIs to streamline agent workflows.
    • Global Call List Integration: Enables agents to view and control calls outside of interaction tabs, improving multitasking capabilities.
    • Interaction Controls Component (ICC) Integration: Native call controls embedded in Agent Workspace with enhanced state context, security sandboxing, and configuration options for seamless call handling.
    • Device Settings Management: New capabilities to manage speaker and microphone settings directly from the Global Call page.
    • Presence Synchronization: Improved syncing of agent presence status with softphone availability to maintain accurate agent states from initial page load.
    • Security Improvements: Resolved vulnerabilities including CSRF token validation enhancements and fixes to the Design System security.
    • API Enhancements: Expanded REST APIs for phone interaction creation, phone logs, outbound call initiation, transfer handling, and session notifications supporting domain separation and error handling improvements.
    • Logging and Debugging: Introduced client-side batched logging, server-side log collection components, and new debug configurations for improved troubleshooting.
    • UI and Usability: Added toast messaging and iframe show/hide APIs to improve user communication and interface flexibility within the workspace.

    Fixes and Resolutions

    • Corrected caller phone number population for outbound calls and voice interactions to improve data accuracy.
    • Resolved issues causing duplicate interactions and phone logs during call handling and API operations.
    • Fixed missing Public Fulfiller roles that impacted voice interaction transcription functionality.
    • Addressed bugs related to outbound call initiation, event handling during call transfers, and interaction record retrieval.
    • Aligned event naming conventions to ServiceNow best practices for consistency.

    Practical Benefits for ServiceNow Customers

    By leveraging the Openframe application, ServiceNow customers can expect a tightly integrated, secure, and user-friendly contact center experience embedded within their existing ServiceNow environment. This enables agents to efficiently manage voice interactions with advanced controls, accurate presence synchronization, and streamlined workflows. The expanded APIs and logging capabilities allow for better integration, customization, and operational insight, supporting enterprise-grade contact center operations.

    Version history for the CSM Openframe 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 29.5.3 - August 2026 (Australia)
    • Fixed:
      • For Voice interactions, we have enhanced defaulting logic to update Caller Phone Number from User Phone Number.
      • Fixed missing Public Fulfiller entry in interactions created through voice.
    Version 28.2.2 - August 2026 (Zurich)
    • Fixed:
      • Voice Interactions: Fixed missing Public Fulfiller role in voice-created interactions, preventing Real-Time Transcription functionality.
      • Security: Fixed a security vulnerability in the Design System.
    Version 27.2.5 - August 2026 (Yokohama)
    Fixed: The caller_phone_numberfield is now correctly populated on outbound calls in the OpenFrame Bundle when callbackPhoneNumberis not provided.
    Version 28.2.1 - July 2026 (Zurich)
    • The following issues have been resolved in this release:
      • Improved CSRF token validation to strengthen security.
      • Fixed an issue preventing successful outbound call initiation in certain scenarios.
      • Fixed event handling when rejecting outbound call transfers.
      • Fixed an issue where accepting a work item could create duplicate interactions.
    Version 29.4.0 - June 2026 (Australia)
    Changed in this release: Updated OpenFrame App to v29.4.0.
    Version 29.3.1 - May 2026
    Fixed in this release: Agent presence now syncs correctly to the softphone on initial page load. Previously, the agent's availability state was not applied during initialization, requiring a manual status change to restore sync with CCaaS.
    Version 29.3.0 - April 2026 (Australia)
    New in this Release: A new "deviceSettings" capability is available on the Global Call page. Agents can use it to manage speaker and microphone settings for the softphone.
    Version 29.2.0 - March 2026 (Australia)
    • Fixed in this Release:
      • Resolved a JavaScript vulnerability that allowed client-side sanitization to be bypassed.
      • Resolved an issue where click-to-dial was creating multiple outbound interactions.
    Version 27.2.3 - February 2026 (Yokohama)
    Fixed in this Release: Improvements for Interaction creation and update when using domain separation for OpenFrame REST API
    Version 28.2.0 - January 2026
    • New in this Release:
      • OpenFrameAPI - SetICContext includes the following new context for setting the outbound queue selection feature:
        • setICContext("idleState") - displays the queue selection UI when enabled
        • setICContext("agentSettings") - sets the default queue option for the agent
      • Enhanced click-to-dial feature includes outbound queue selection capability when the feature is enabled
    Version 28.1.0 - December 2025
    No updates.
    Version 27.2.2 - November 2025
    Fixed in this Release: Resolved - Partial error handling/logging for failed interaction record retrieval.
    Version 28.0.0 - August 2025
    • New in this release:
      • OpenFrame support for Global call list for Interaction Controls Component (ICC)
        • Allows agents to open a non-Interaction tab with call controls available in the Global call list
        • Allows agents to open Interactions directly from the Global call list via "Open interaction" link
        • Allows agents to handle phone Interactions with call controls from a non-supported Configurable Workspace
      • OpenFrame support for call resiliency
        • Allows CCaaS to deliver phone calls without creating Interactions
      • OpenFrame support for callback functionality
        • Allows agents to use Callback Actions (Call number, Close callback and Retry call) to manage the lifecycle of callbacks
    Version 27.2.1 - July 2025
    • Fixed in this Release:
      • Backward Compatibility: Supports both targetAddress and phoneNumber for an outboundCallInitiated event payload.
      • Resolved: Phone Log not being created for outgoing calls.
    Version 26.11.1 - May 2025
    • Fixed in this Release:
      • Enhanced Interaction Creation and Update: Improved partial error handling when using click-to-call for outbound calls.
      • Resolved Duplicate Phone Log Issue: Fixed an issue where the PATCH voiceInteraction API was creating duplicate Phone Logs when multiple call IDs were passed as input. This issue could occur in the following scenarios:
        • Existing Phone Logs have multiple records with the same Call ID, and the latest values are passed via the PATCH API.
        • New Phone Logs are already created with the same call ID.
    Version 26.10.2 - March 2025
    • Fixed in this Release:
      • Improved Interaction creation performance when using click-to-call for outbound calls.
      • Resolved issue where the Outbound Interaction was not displaying while using click-to-call from a Consumer record.
      • Aligned OpenFrame events naming convention for event name as per best practice.
      • Resolved issue when POST voiceInteractionCreationAPI was not creating phone log record.
      • Resolved issue when PATCH voiceInteraction API was not setting Phone Log and Interaction correctly. This can occur when:
        • existing Phone Log does not get updated with the latest values passed via PATCH API
        • new Phone Logs are created with empty field values
        • short description does not get updated
        • Interaction does not go to "Closed Complete" status even when PATCH API is invoked with state = closed_complete
    Version 26.10.0 - February 2025
    • New in this release:
      • OpenFrame API
        • POST REST API to create phone interaction for inbound call via conversation model
        • PATCH REST API to create phone interaction for inbound call via conversation model
        • REST API for making outbound phone call
        • REST API for transfer work item back to the same queue
        • REST API for creating phone log
        • REST API for phone log creation for transfer flows
        • REST API to notify external integration application that User Session is being Extending
        • OpenFrame getAWAAgentPresence to include available_to_receive_work_items flag as a parameter
        • OpenFrame setPresenceIndicator to include available_to_receive_work_items flag as part of the parameter
    • OpenFrame Events
      • OpenFrame cancel transfer event
      • OpenFrame Wrap-up Event
    • OpenFrame Configuration
      • New feature flag name ICC on OpenFrame Config to be passed to a third-party platform
      • When ICC feature flag on OpenFrame Config is enabled, update the idle state macroponent id
      • Demo data to include a test OpenFrame Configuration to point to a test Interaction Controls Component (ICC) application.
    • OpenFrame Integration to Interaction Controls Component (ICC) - ICC is the new component for a native call controls interface embedded in Agent Workspace. This framework is used by Contact Center platform for voice connector.
      • Create state context in OpenFrame to read the state of idle and active call state
      • Create the state context in OpenFrame to read the state of transfer
      • Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions
      • Extenstion point to hide the conversation panel when real-time transcription is turned on/off
      • Extension point to to create and get phone log segments
      • Click to Dial on CSM Workspace with ICC enabled
    • Logging and Debugging
      • Batch the logs on the client side based on the debugging-enabled users
      • REST API to send client-side batched logs to the server-side
      • New debug enablement configuration for server-side logging
      • New ICC Action Logging to OpenFrame component
      • New openframeLog payload to take in logger_enabled_users and the current user details
      • New server-side logger as a component to the controller to collect the logs from active call UI.
    Version 26.6.6 - November 2024
    • New in this release:
      • OpenFrame Client API:
        • on OpenFrame Accepted Event, a new parameter is introduced for "Auto Accept"
        • iframe show & hide API to allow for showing or hiding an iFrame within OpenFrame
        • openFrameAPI.toastMessage can be use to provide warning, error, or info message on Workspace
        • openFrameAPI.log allows for the client to log different type of warning, error, or info messages in client log
    Version 26.3.10 - August 2024
    • New APIs in this release
      • Init function now includes configuration details
        • Configuration SysID
        • Configuration Name
        • Instance URL
        • OpenFrame Configuration allow for other icons not just phone
        • OpenFrame can get presence status from user and update third party platform user status
      • OpenFrame moves from Family to Store Release
    Version 26.3.8 - August 2024
    The interface to integrate external communication systems (Contact Center Platforms) with ServiceNow. This plugin brings a UI frame that is accessible and available anywhere on the ServiceNow Platform.