Service Exchange release notes
Summarize
Summary of Service Exchange release notes
ServiceNow® Service Exchange enables providers and consumers to connect and track services directly between instances without needing custom integrations. In the Zurich release, Service Exchange was enhanced to streamline data replication, improve collaboration, and enable seamless resource access. Note that Service Exchange will be renamed in the 2026 Australia release but will retain the same functionality. The application is available through the ServiceNow Store.
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Upgrade Considerations
- Legacy versions: Migrate configurations using the Service Bridge for Providers (Legacy) Migration Utility before upgrading to Zurich.
- Version 1.x.x: Follow the Upgrade Guide for Service Bridge for Providers and Consumers to migrate to version 2.x.x.
- Version 2.x.x: Both providers and consumers must upgrade to the same version simultaneously to activate new entitlements; older entitlements remain functional.
- Post-Zurich upgrade, run the Repair option to reinstall the Service Exchange app and install new Deny ACLs if upgrading alongside Sales Customer Relationship Management plug-in version 1.0.4.
- Service Exchange Global Script Include is automatically updated on supported platform versions including Washington DC patch 9, Xanadu patch 4, Yokohama, and Zurich.
Key Features in the Zurich Release
- Foundation Data Sync: Automates sharing of foundational data types such as CMDB CIs, Relationships, Assets, Users, Groups, Locations, Companies, and Departments on a scheduled basis to support service lifecycle workflows.
- Journal Field Framework: Enables journal entries to be written as named users for accountability, synchronizes past entries across instances, and supports mapping and synchronization of any journal-type field between provider and consumer.
- Flow Actions: Introduces four new flow actions to maintain compatibility for Remote Tasks and Remote Record Producers across configuration revisions, preserving mapped variable integrity.
- Magic Links: Converts provider instance links into magic links that allow consumer users direct access to resources in the provider instance without manual login.
- UI Enhancements: The new default Coral theme offers a fresh, brand-neutral look with an optional dark theme for web and mobile platforms to improve readability and reduce eye strain.
Activation and Additional Information
Service Exchange installation requires a request through the ServiceNow Store. Customers can view available apps and request submissions on the store website. For comprehensive version history and cumulative release notes, consult the ServiceNow Store version history documentation.
Related Applications
- Sales Customer Relationship Management: Supports end-to-end product sales lifecycle management including pre-sales, order processing, fulfillment, and post-sales engagement.
- HR Service Delivery: Enhances employee service experience by automating HR processes and providing unified digital workflows aligned with business and employee needs.
ServiceNow® Service Exchange will be renamed for the 2026 Australia release and will maintain the same functionality. This application enables providers and consumers to connect and track services directly between instances without having to configure and maintain custom integrations. Service Exchange was enhanced and updated in the Zurich release.
Service Exchange highlights for the Zurich release
- Streamline data replication from provider to consumer instances with foundation data sync.
- Enable seamless collaboration between provider and consumer with enhanced journal entry support.
- Enable consumer users to access linked resources in the provider instance using magic links.
See Service Exchange for more information.
Important information for upgrading Service Exchange to Zurich
- Service Exchange version 2.x.x: Which was first released with the Xanadu release, doesn’t support migration of Service Exchange (Legacy) versions.
Service Exchange (Legacy) version: Before you upgrade to the Zurich release, follow instructions in the Service Bridge for Providers (Legacy) - Migration Utility [KB1499823] article in the Now Support Knowledge Base to migrate your configuration data.
- Service Exchange version 1.x.x: When upgrading, follow the steps in the Upgrade Guide - Service Bridge for Providers and Consumers application (v2.x.x release) [KB1700387] article in the Now Support Knowledge Base to migrate your Service Exchange applications.
- Service Exchange version 2.x.x: Due to the introduction of mismatched version support, new entitlements can’t be activated until both the consumers and providers upgrade to Service Exchange version 2.x.x. Older active entitlements continue to work but new ones can’t be activated.
- When you upgrade to Service Exchange version 2.0.55 with Sales Customer Relationship Management plug-in version 1.0.4, before upgrading the platform to the Zurich release, new Deny ACLs aren't installed. To ensure the Deny ACLs get installed, after upgrading to Zurich, select Repair to reinstall the Service Exchange application.
- When using Service Exchange for Providers and Service Exchange for Consumers in a single instance, you must upgrade both applications simultaneously to the same version to maintain compatibility.
- When you install the Service Exchange application, the Service Exchange Global Script Include is automatically installed or updated on the following platform versions:
- Washington DC patch 9
- Xanadu patch 4
- Yokohama
- Zurich
New in the Zurich release
- Foundation data sync
- Reduce manual effort, and eliminate the need to share data externally by sharing selected foundational data types with your consumers on a scheduled cadence. This data transfer supports the service life cycle by providing foundational data context for operational workflows. The supported tables are CMDB (CIs), CMDB Relationship, Asset, User, Group, Location, Company, and Department.
- Journal field framework
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- Write journal entries as a named user instead of using a generic company name to enhance authenticity and accountability.
- Maintain a complete historical record across instances by synchronizing previous journal entries between provider and consumer instances.
- Ensure that all critical operational updates remain current by mapping and synchronizing any journal-type field between provider and consumer instances.
- Flow action
- Ensure that Remote Tasks and Remote Record Producers continue to function correctly as you adopt newer revisions by maintaining flow compatibility across configuration revisions using four new Flow Actions that preserve mapped variable integrity.
- Magic links
- Convert regular links sent from a provider instance into magic links that enable consumer users to directly access the linked resource in the provider instance without having to manually log in.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install Service Exchange by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.