Workforce Optimization for ITSM Configurable Workspace release notes

  • Release version: Store
  • Updated May 5, 2026
  • 2 minutes to read

    • Version history for the Workforce Optimization for ITSM Configurable Workspace 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 2.9.0 - May 2026
    Bumped up plugin version
    Version 2.8.5 - March 2026
    Fixed: Translations.
    Version 2.8.4 - January 2026
    Bumped up dependency version for Team Performance.
    Version 2.8.1 - December 2025
    Minor bug fixes.
    Version 2.8.0 - August 2025
    Minor bug fixes.
    Version 2.7.0 - May 2025
    Minor bug fixes.
    Version 2.6.2 - February 2025
    Fixed: Bug fixes
    Version 2.6.0 - November 2024
    No Major feature changes. Contains minor changes and bug fixes.
    Version 2.5.0 - August 2024
    Fixed accessibility defects in home page of Workforce Optimization.
    Version 2.4.0 - May 2024
    Fixed: WCAG issues.
    Version 2.2.3 - March 2024
    Updated: This version is compatible with all patch release versions in the Vancouver release.
    Version 2.2.2 - February 2024
    • Changed: Modify L1 schedules path Coaching dashboards to UIB
    • Fixed: WCAG bugs Sow Edit modal bug Top Five occasions modal bug
    Version 2.1.0 - November 2023
    • New:
      • Migration of page layout to 3.0 version
      • Added the Applaud app
    • Fixed:
      • Removed recommended actions dependency from app-uib-wfo-core plugin
      • Accessibility issues
    Version 2.0.0 - August 2023
    • New:
      • Localization for WFO apps
      • Update list configurations and demo data scripts
      • Creating matching rules to enable work item assignments
      • Using filters to narrow down the display of team members
      • Including or excluding user criteria for event types
      • Verifying user access for your groups or team members
      • Adding a quiz as a course item to a learning path
      • Creating, editing, or deleting an event of the custom event type
    Version 1.4.3 - August 2023
    • New:
      • Localization for WFO apps
      • Update list configurations and demo data scripts
      • Using filters to narrow down the display of team members
      • Including or excluding user criteria for event types
      • Verifying user access for your groups or team members
      • Adding a quiz as a course item to a learning path
      • Creating, editing, or deleting an event of the custom event type
    Version 1.4.1 - February 2023
    • New:
      • Telemetry for Agent self enroll and recommendation of courses and paths - My Learning page, Overview and Discover pages
      • Added Table Definitions for Coaching and Learning, Skills, Forecasting
    • Changed: minor updates for Schedules and Skill Request apps
    Version 1.2.2 - November 2022
    • New: Added the demo data scenarios
    • Fixed: Minor bug fixes
    Version 1.2.1 - August 2022
    • New: Support for new modules like Work Scheduler, Learning Path, and Skill Requests
    • Fixed: Enabled localization support, minor bug fixes
    Version 1.1.1 - May 2022
    New: Added Incidents triaged by VA KPI and enabled localization support.
    Version 1.0.0 - March 2022
    Workforce Optimization for ITSM provides a set of applications that empowers the manager persona to optimize their work. By using the Manager Workspace enabled by this application, managers can go to a single place where they can perform all their tasks, such as view and change agents schedules, assign and review trainings and track groups and individual agents KPIs.