Xanadu |
- Use templates for Boards and Docs
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With templates in CWM, you get a predefined format for Boards and Docs, which you can use as-is or customize to suit your workflow. You can use templates for new Boards and Docs or apply them to existing
ones. You can also save an existing Board or Doc in its current format as templates.
Template Center provides a centralized space where you can manage all templates for Boards and Docs.
- Board views in CWM
- Create and customize Board display preferences such as column display and order, sorting, and filters based on the audience and purpose.
- Save Board display preferences as personal or shared views.
- Create shared views for the team so that all the team members consuming the data have the same experience.
- Create multiple views for the same Board so that you can display data in a way that is fit for your audience.
- Quickly switch between views to avoid manually updating display preferences each time the audience is changed.
- Update the view preferences anytime to adapt to changing processes.
- Export a CWM Board to CSV or Microsoft Excel
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Extract data of the tasks on a CWM Board into a CSV or Microsoft Excel file so that you can use it to obtain insights, share with stakeholders, and prepare for analysis or presentations.
The exported CSV or Excel file doesn't retain the hierarchy of the CWM tasks from the List view.
- Export a Doc in CWM to a PDF file
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Export pages of CWM Docs as PDF files so that you can share documentation across emails to multiple teams or to stakeholders who don’t have access to CWM.
- My Work in CWM
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Manage all your assigned work such as CWM tasks, project tasks, RIDAC items, Agile stories, and demand tasks from a consolidated dashboard view with My Work.
- Track overall progress on all work that's assigned to you and quickly identify tasks that are high priority or overdue using different widgets and visualizations in the Overview tab.
- View all assigned tasks in a list view from the List tab. From this view, you can also navigate to the source item. If a Risk is assigned to you, you can navigate directly to the relevant RIDAC
page in Project Workspace for more details.
- Filter the dashboard to show only specific tasks or from a specific date range.
- Duplicate a Board in CWM
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Save time by duplicating an existing Board to copy all the task and collaborator details without having to copy the information manually.
- The copied Board is added to the same Space as the original Board.
- The states of all the copied tasks are reset to default in the Board.
- Any custom columns in the original Board are copied to the new Board.
- Duplicate a Doc in CWM
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Save time by duplicating an existing Doc to copy all its pages and content without having to copy the information manually. The copied Doc is added to the same Space as the original Doc.
- Add People column users in Board automations
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Board automations to notify and send an email can now include users and groups from the columns of the CWM task. For example, you can create an automation to notify the task assignee whenever a task priority is updated. The users are dynamically picked from the Assigned
to column of the task. Similarly, a custom column of the type People can be used to create such automation.
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Yokohama |
- Keyboard shortcuts for workspace actions
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Use the keyboard shortcut to quickly search for and go to a Space, Board, or Doc.
- Mac OS: Option + F
- Windows OS: Alt + F
Also, the Search bar displays all the recent Spaces, Boards, and Docs that you've navigated to within the CWM workspace so that you can quickly select from the recent items without having to search for them again.
- Real-time collaboration in Docs
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Edit a Doc page concurrently with multiple other editors. Colored cursors denote the current location of editors on the page. You can choose to show or hide these indicators.
Note: To use the full functionality of Docs when using Docs v6.0.0 within CWM workspace, ensure that you upgrade Collaborative Work Management to v5.0.0. For more information, see KB2017926.
- Requesting access to a Space or Board from its URL
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- CWM users can quickly request access to a Space or Board through the Request access button, which sends an actionable email request to Space owners and
editors.
- Space owners can approve or reject the request directly from the email without having to open the CWM workspace.
- Requesting to elevate user access role to Editor
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Easily send a request to Space owners and editors to request elevating your role to Editor by selecting the Viewing mode indicator in the Board header that indicates that you have only the Viewer role.
- Managing access in the Share permissions modal
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Easily identify users who already have access to your Space and the users who requested access using the following two sections in the Share permissions modal.
- People with Access section: Manage the access level of existing collaborators to Editor, Viewer, or Owner, or remove them from the Space.
- Pending Access section: Review requests from users and choose to grant or deny them access to your Space.
- Managing Space permissions for task assignees and other users
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Identify task assignees who don’t have access to the workspace through a lock icon next to the user name. This icon is visible in the List view of the Board in the columns of type People such as Assigned
to, Additional Assignee, and Assignment group.
You can either use the workspace prompt to grant assignees Viewer access or choose to manage their access level later from the Share permissions modal.
- Share task details with Task URLs
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Provide direct access to a specific CWM Task record to share with team members and stakeholders by copying its URL. The task opens in the side panel in the context of the Board that it belongs to, eliminating the need to
search through multiple items on the Board.
- Improved user experience for Board views
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Avoid accidentally losing unsaved Board view edits when you try to navigate away from the Board or refresh the browser tab by responding to a displayed workspace prompt.
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Zurich |
- Enterprise Agile Planning (EAP) integration with CWM
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Enhance visibility and streamline planning for your teams with EAP integration into CWM.
For Agile teams managing non-agile work items like incidents and change tasks, this integration bridges the gap by automatically creating a dedicated Space and Board in CWM. Agile work is seamlessly brought over via Connected Work, while EAP sprints are reflected directly in CWM’s Sprint planning view, thus enabling unified planning across all work types.
Teams can plan work for their sprints and update work status directly from the CWM Board, with performance reports in EAP dynamically reflecting these changes. This integration enables teams to manage their full scope of
work from a single, connected workspace.
- Board preferences
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Reduce cognitive load and focus on the most relevant and actionable tasks by filtering work items on CWM boards based on their last updated date and hiding those items marked as Closed complete. From the Board preferences menu on the Board header, you can choose to show items last updated
within 7 days, 30 days, 90 days, 120 days, or 1 year.
- Kanban card layout settings
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Surface the information that's most relevant to you using Card Layout settings for Kanban view of a CWM Board. You can now personalize Kanban cards by selecting up to five fields to display on them. For a cleaner,
distraction-free view, you can enable the Compact layout, which shows only the work item name on the card. Alternatively, the Full view shows all selected fields, offering better context directly on the card. Based on your
workflow needs, tailor your workspace to enhance the way you track tasks.
- Dynamic data linking in CWM Docs
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Keep record information in your documentation always current and reduce manual effort with the Dynamic data linking feature in Docs. You can now reference any ServiceNow application record and Docs will automatically reflect the latest updates from those records. For example, if you add a reference to a Project record, the reference will show the latest
field information of the project in Docs without requiring manual edits. Clicking the project reference opens up the project form so that you can view the full details of the project record and make any necessary changes.
Dynamic linking also enables adding references to a particular field of a record, such as Assigned to of an Incident record.
You can add references from any ServiceNow table you have access to, with no setup or configuration needed, thereby eliminate the hassle of switching between applications to copy and paste data from various records into Docs.
- Agile sprint planning in CWM
- Plan, track, and manage work for your teams by using Agile sprint planning in the CWM workspace. You can use CWM to manage tasks in multiple methodologies including ad hoc, waterfall, and Agile practices.
- View such details as the backlog, current sprint, and future sprints at a glance from the Sprint planning view of the CWM Board.
- Add Agile item types, such as stories, with other CWM tasks to the backlog.
- Create sprints with a custom duration and sprint capacity.
- Connect work
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Streamline team collaboration and planning by enabling your teams to view and plan all their work in one place by connecting work across multiple ServiceNow applications. By defining the type of work you want to connect to CWM, you can bring in records from other applications into CWM Boards.
After the records are added to a CWM Board, your teams can update their status and other details from within CWM, or perform sprint planning for all the work on the Board. This unified experience improves efficiency because your teams don't have to switch between multiple workspaces.
- Navigation panel enhancements
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Move Spaces, Boards, and Docs around in the navigation panel of the workspace by using the drag and drop functionality.
- Enhancements to Kanban view
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- Quick filters: Filter the tasks based on the work type that you would like to see in the Kanban view of a CWM Board. You can select single or multiple work item types based on the swim lanes selected. Any filters that you apply to the Kanban view are specific to this view and aren't
applied to List or Gantt views.
- Horizontal lanes: Group the cards on the Kanban view by using a vertical and horizontal lane for improved visibility into the type and progress of work. You can save horizontal lane preference into Board views and
templates.
- Copying and pasting content within Docs
- Copy and paste the content such as text, images, lists, and tables from one Doc page to another. The following content is supported for the copy and paste action:
- Text blocks with existing formatting
- Bulleted and numbered lists
- Tables
- Images
- Single and multiple paragraph blocks into a table cell
- Lists into a table cell
- Images into a table cell
- New keyboard shortcuts
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- Create Space:
- macOS: Option + S
- Windows OS: Alt + S
- Create Board:
- macOS: Option + B
- Windows OS: Alt + B
- Create Doc:
- macOS: Option + D
- Windows OS: Alt + D
- Keyboard shortcut enhancements within CWM Docs
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- Insert a URL in the Doc:
- macOS: Cmd + K
- Windows OS: Ctrl + K
- Insert a new row in a table after the last row: Enter
- Move to adjacent cells within a table: Arrow keys
- Create a new list item within an existing list in a table or paragraph: Enter
- Create a new line in the same bullet point: Shift + Enter
- Indent a list item: Tab
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Australia |
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Formula columns in CWM
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Gain deeper insights into your work by adding formula columns to your List view in CWM Boards. Create calculations that automatically compute values across your tasks, such as summing hours, calculating date differences, or
deriving metrics from existing fields.
Build formulas manually using the Formula Builder panel, which guides you through selecting functions and referencing columns with inline suggestions. As you type, the builder validates your formula in real-time and
displays clear error messages if corrections are needed.
You can accelerate formula creation with AI by describing your calculation in natural language. AI generates a valid formula that you can insert directly into the editor, saving you the time to manually build a valid
formula.
- Kanban board filters
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Save time finding the work that matters most by applying quick filters directly on your Kanban board.
As you adjust filter conditions in the header, the quick filter panel stays in sync, and vice versa. Your filter choices automatically apply to saved views and CWM Board templates, so the next time you open the board, your
preferences are readily available.
- Scrum tasks
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Improve sprint execution by breaking user stories into scrum tasks that make estimation easier and daily progress visible. These tasks appear as nested children in the List, Kanban, and Sprint planning views, so that your
team sees how individual efforts roll up into the larger story.
Using AI to generate an initial set of scrum tasks based on your story descriptions, you can reduce the overhead of task creation. Trigger the scrum task generation from the story form or inline from the Sprint planning
view, and receive a relevant set of tasks as a starting point for your sprint planning. You can then review, edit, and add the generated tasks to fit your team's workflow.
- Task dependencies and relationships
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Increase visibility into how work is connected by linking related items directly in CWM and avoid switching context to track dependencies.
As these relationships surface across Kanban, List, and Gantt views with clear visual cues, you can improve planning confidence for your teams. Blocked items stand out at a glance, helping teams spot bottlenecks early,
communicate delays quickly, and plan tasks in the right sequence.
- Team member roles for project work
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View and update project and demand tasks directly in CWM using team member roles, installed
alongside Collaborative Work Management.
The team member read role lets users view project and demand tasks and leave comments. The team member read-write role also lets users edit those tasks. Team members can view and manage the work assigned to them and their
team through My Work and Connected Work in CWM.
- Image download from docs
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Save images from your CWM documents directly to your device, making it easier to share or use them outside of the Docs environment.
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