Embedded Help system properties

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Embedded Help System Properties

    Embedded help is enabled by default in your ServiceNow instance, allowing administrators to adjust system properties for better interaction with the help system. Changes can be made by navigating toEmbedded Help > Properties.

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    Key Features

    • com.glide.embeddedhelp.autoclose: Automatically closes the help pane when starting a tour or returning to guided setup. Default is true.
    • com.glide.embeddedhelp.cdntimeout: Sets the timeout duration (in milliseconds) for content retrieval from the CDN, defaulting to 2000.
    • com.glide.embeddedhelp.enabled: Activates the embedded help plugin. Default is true.
    • com.glide.embeddedhelp.enablevideo: Allows embedded videos in help content. If set to false, videos are hidden. Default is true.
    • com.glide.embeddedhelp.sync: Permits the instance to check for updated content in the CDN. Default is true.
    • com.glide.embeddedhelp.syncfrequency: Specifies the days between content sync checks, defaulting to 15.
    • com.glide.embeddedhelp.syncselfhosted: Determines if a self-hosted instance syncs with the CDN. Default is false.
    • com.glide.embeddedhelp.url: Defines the source location for dynamically retrieving embedded help. Default varies.
    • com.glide.embeddedhelp.version: Indicates the version of the instance for which help content is displayed, defaulting to Jakarta.
    • com.glide.embeddedhelp.guidedsetup.persistactions: Controls the display of guided setup actions across all pages. Default is false.

    Key Outcomes

    Adjusting these properties allows for tailored embedded help functionality, enhancing user experience by ensuring relevant assistance is readily available and up-to-date. This helps improve user engagement and efficiency in navigating the ServiceNow platform.

    Embedded help is active by default on your instance. The administrator can change system properties to modify how the instance interacts with embedded help.

    The administrator navigates to Embedded Help > Properties to change these properties.

    Table 1. Embedded help system properties
    Name Description
    com.glide.embedded_help.auto_close Auto-closes the help pane when the user clicks Start a Tour or Back To Guided Setup.
    • Type: true | false
    • Default value: true
    com.glide.embedded_help.cdn_timeout Duration in milliseconds at which a content pull from the Content Delivery Network (CDN) is timed out.
    • Type: integer
    • Default value: 2000
    com.glide.embedded_help.enabled Enables the embedded help plugin for activation.
    • Type: true | false
    • Default value: true
    com.glide.embedded_help.enable_video Enables users to see embedded videos in help content. The administrator can embed video and a description, but if this property is false, the video and description are hidden in the help pane.
    • Type: true | false
    • Default value: true
    Note:
    When you embed video content, enclose the video embed code and description inside a <div class="video"> tag. If you disable the property, the content inside the <div class="video"> tag is hidden when the content is displayed.
    com.glide.embedded_help.sync Enables the instance to look in the CDN for updated content when a user accesses a UI page. The instance checks the Last sync date in the topic against the specified frequency to determine whether to look in the CDN for updated content.
    • Type: true | false
    • Default value: true

    If the property is disabled (false), the embedded help content is never synced with CDN topic updates.
    com.glide.embedded_help.sync_frequency Specifies how many days must pass from the Last sync date in the topic for the embedded help process to look for updated content in the CDN.
    • Type: integer
    • Default value: 15
    com.glide.embedded_help.sync_self_hosted Specifies whether a self-hosted instance syncs content with the CDN.
    • Type: true | false
    • Default value: false
    com.glide.embedded_help.url Lists the location from where embedded help is dynamically retrieved.
    • Type: string
    • Default value: varies
    com.glide.embedded_help.version Specifies the instance version for which help is displayed.
    • Type: string
    • Default value: Jakarta

    If blank, displays the help for the version the instance is currently running.

    The following system property is available by navigating to the [sys_properties] table.

    Name Description
    com.glide.embedded_help.guided_setup.persist_actions Enables Guided Setup actions in the embedded help panel that are based on states to display on all pages. An example is the Mark as Complete action. The default behavior (false) is to only show actions on the initial Guided Setup page.
    • Type: true | false
    • Default value: false