Proactive Service Experience Workflows release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Proactive Service Experience Workflows Release Notes

    The ServiceNow® Proactive Service Experience Workflows application enables technical support teams to deliver fast, transparent, and proactive customer service. The Washington DC release enhances this application with new features and updates to improve the handling of trouble ticket notifications related to incidents and cases, particularly in the Telecommunications sector.

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    Key Features

    • Telecommunications Trouble Ticket Notifications: Inform customers about the status of trouble tickets created through the application, enhancing communication and transparency.
    • Event-Driven Architecture Support: Customers can inform external systems about incident status via preferred messaging systems like Hermes Kafka or open message bus.
    • Customizable Notification Settings: Customers can disable trouble ticket notifications by deactivating specific business rules if desired.
    • Activation Requirements: The telecommunications trouble ticket notification feature requires activation of the API Notification Management (snnotifapimgmt) plugin.

    Key Outcomes

    With the Washington DC release, ServiceNow customers can expect to improve their service delivery process through enhanced communication regarding trouble tickets, better integration with existing systems, and the flexibility to customize notification preferences. This empowers support teams to respond more effectively to customer-reported issues and maintain a high level of service quality.

    The ServiceNow® Proactive Service Experience Workflows application empowers your technical support teams with the insights and tools to provide fast, transparent, and proactive service to customers. Proactive Service Experience Workflows was enhanced and updated in the Washington DC release.

    Proactive Service Experience Workflows highlights for the Washington DC release

    Inform customers about the status of trouble ticket incidents or cases that are created using the Telecommunications trouble ticket notification feature.

    See Proactive Service Experience Workflows for more information.

    Important:
    Proactive Service Experience Workflows is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Proactive Service Experience Workflows to Washington DC

    Customers who prefer not to receive trouble ticket notifications can disable the business rules related to the incident and case tables. To learn more about how to disable the business rules for trouble ticket notification, see Deactivate trouble ticket notification.

    New in the Washington DC release

    Handling trouble ticket notifications
    A trouble ticket in the TMF ecosystem is an incident or case to track and resolve customer-reported issues, network outages, or other problems. A trouble ticket can be created either reactive or proactive way. You can inform the status of these incidents to the external systems through event-driven architectures such as Hermes Kafka or open message bus, depending on the messaging system preferred by the customers.

    Activation information

    The telecommunications trouble ticket notification feature is available in the Proactive Service Experience Workflows with activation of the API Notification Management (sn_notif_api_mgmt) plugin. Install Proactive Service Experience Workflows by requesting them 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.

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