Changes to Washington DC features and products

Cumulative release notes summary on changes to Washington DC features and products.

Existing products were updated and changed in Washington DC. This includes the renaming of certain buttons or features.

Application or feature	Details
AI Search	Synonym matching and expansion retains terms defined as stop words When evaluating synonym matches and expansions, AI Search retains search query terms defined as stop words. This behavior helps ensure that synonym matches return consistent results no matter which version of a synonym a user searches for. Field changes on AI Search Genius Result Configuration form On the AI Search Genius Result Configuration form, the Genius result answer type choice field has been removed. The Genius result logic script field has been replaced with separate AI Search request processor and AI Search response processor script fields.
API	Table 1. Changed scoped classes Class Methods DecisionTableAPI - Scoped, Global The createAnswerElements() method now supports additional answer element types. Due_date Glide_date Glide_date_time Glide_duration Longint GlideRecord - Scoped A new system property, glide.db.forced.chunk.threshold, allows the deleteMultiple() and updateMultiple() methods to force chunk record deletions and updates above a threshold. Table 2. Changed global classes Class Methods DecisionTableAPI - Scoped, Global The createAnswerElements() method now supports additional answer element types. Due_date Glide_date Glide_date_time Glide_duration Longint GlideRecord - Global A new system property, glide.db.forced.chunk.threshold, allows the deleteMultiple() and updateMultiple() methods to force chunk record deletions and updates above a threshold. Table 3. Changed client APIs Class Methods GlideForm (g_form) - Client The addFormMessage() method has a new parameter options to add buttons to a form message. Table 4. Changed REST APIs API Endpoints System for Cross-domain Identity Management (SCIM) API The SCIM - PATCH /scim/Groups/{group_id} endpoint returns a new 204 status message when the SCIM UI property, Enable Group Patch API response with No Content, is successful. Table 5. Changed scoped classes available in the ServiceNow Store Application Version Class Methods Customer Service Management 2.0.0 LeadtoCashCore - Scoped The LeadtoCashCore - getPrimitivesEPService(String sourceToTargetConfigID, Object context) method provides an new object parameter, context, which supports two options for displaying attribute values and for enabling the ability to invoke more than one instance at a time. The LeadtoCashCore - createInstance(String headerSysIDs, String lineSysIDs, Boolean isTarget, Object additionalParams) method supports the ability to create one or more entities using multiple header or line IDs in the API script. The LeadtoCashCore - delta(Object sourceJSON, Object dirtyJSON, Object additionalParams) method now supports multi-select use cases and retrieves action details in the source JSON. The LeadtoCashCore - effect(Object sourceJSON, Object targetJSON, Object additionalParams) method now supports the ability to invoke effect() with empty arrays of various related items to mark them as 'no change' between source and target JSONs. Automated Test Framework 2.3.8 Cloud Runner TestGenerationApi – Scoped, Global TestGenerationApi – startJob(String tableEncodedQuery, String userEncodedQuery, String catalogEncodedQuery, Number maxTestCount, Number maxTestCountPerTable, Number maxTestCountPerItem, String email, Boolean separateUpdateSetPerScope, String scopeForGeneratingTests) - endpoint supports two new parameters, separateUpdatePerScope and scopeForGeneratingTests, which designate whether generated tests are separated into same or separate scopes. Table 6. Changed global classes available in the ServiceNow Store Application Version Class Methods Automated Test Framework 2.3.8 Cloud Runner TestGenerationApi – Scoped, Global The TestGenerationApi – startJob(String tableEncodedQuery, String userEncodedQuery, String catalogEncodedQuery, Number maxTestCount, Number maxTestCountPerTable, Number maxTestCountPerItem, String email, Boolean separateUpdateSetPerScope, String scopeForGeneratingTests) method supports the new separateUpdatePerScope parameter, which designates whether generated tests are separated into same or separate scopes. Table 7. Changed REST APIs available in the ServiceNow Store Application Version API Endpoints Automated Test Framework 2.3.8 Cloud Runner Test Generation REST API The Cloud Runner Test Generation - POST /now/sn_atf_tg/test_generation endpoint supports two new parameters, separateUpdatePerScope and scopeForGeneratingTests, which designate whether generated tests are separated into same or separate scopes. Order Management for Telecommunications, Media, and Technology 8.0.1 Product Order Open API A new system property, sn_ind_tmt_orm.allowSpecVersionUpdateInChangeOrder, impacts how change orders are processed for the PATCH /sn_ind_tmt_orm/order/productOrder/{id} and POST /sn_ind_tmt_orm/order/productOrder endpoints. When the property is set to true (default), if the product inventory is a different version than indicated in the order, the product inventory is automatically upgraded to the version in the order by changing the referenced product specification. This allows the order to be successfully processed. Order Management for Telecommunications, Media, and Technology 8.0.1 Service Order Open API A new system property, sn_ind_tmt_orm.allowSpecVersionUpdateInChangeOrder, impacts how change orders are processed for the PATCH /sn_ind_tmt_orm/order/serviceorder/{id} and POST /sn_ind_tmt_orm/serviceorder endpoints. When the property is set to true (default), if the service is a different version than indicated in the order, the service is automatically upgraded to the version in the order by changing the referenced service specification. This allows the order to be successfully processed.
Accounts Payable Operations	Invoice data transformation logic experience Supplier detail lookup logic is enhanced to use tax registration number. Efficiently handle invoices from multiple locales with different currencies and number formats. Accounts Payable Operations groups invoices based on the user's system locale. Invoice exceptions Invoice exceptions supporting credit memo have been enhanced.
Adoption Services	Guided setup Use the new Guided setup player process backend powered by the Playbooks. App development team admins that create Guided Setups for their products now have all capabilities that are part of the Playbooks. This change creates a similar Guided setup player experience with new visual enhancements. Create a guided setup Use the new capabilities offered with the Playbooks backend to define the activities that Playbooks can support in addition to the existing activities of the Guided Setup builder. For example, you could use Conditional Flow, which would be introduced in the Guided Setup flow.
Advanced AI Search Management Tools	AI Search Analytics dashboard The Date range interactive filter now allows you to access data from the last 180 days, rather than the last 90 days.
Advanced Risk	Risk identification configuration enhancement In the Risk identification configuration, risk administrators can add multiple tables and map them to the respective RAMs. Migration of content from GRC Workspace to the ARA Workspace All risk assessment workspace content has been re-created in the new ARA Workspace. With this change, the risk assessment content can be referenced from the ARA workspace instead of the GRC Workspace. All customizations that were made in the GRC Workspace aren’t carried forward to the ARA Workspace. You must reapply those customizations to the available default pages in the ARA Workspace to see them during the risk assessment. Migrating classic dashboards to the Next Experience Starting with version 18.1.0 of the Advanced Risk and Risk Management applications, the following dashboards are available in the Next Experience: Risk Overview Note: Risk Overview PA Premium dashboard is migrated from classic to the Next Experience and renamed as Risk Overview dashboard. Operational Risk Management Basel Dashboard Continuous Risk Monitoring Overview My Assessment Overview Risk Event Overview Risk Identification Overview Risk Event Overview by Risk Class Risk Event Overview by Entity Domain separation in Risk Management The following changes have been made to the domain assignment process to manage data segregation by the Managed Service Providers related to entities, and other related objects, such as risks, controls, and control objectives: Profile generation job uses a domain iterator to generate entities and other related objects into the correct domains. Revised domain inheritance and assignment logic by adding new business rules to assign the correct domain when creating entities, risks, controls, and related objects.
Agent Client Collector	Automatic MID Server selection Receive additional MID Server information to be used as alternative points of communication during automatic MID Server selection. Automatic MID Server selection is off by default. Metric rules Configure manual thresholds for generating metric alerts using the Metric Rules feature instead of the Static Thresholds UI. Retrieving the metrics for cloud resources Use Azure checks and policies to retrieve high-performance metrics for the virtual resources in the cloud. Monitoring Technology Dashboards Filter metrics by the selected configuration item (CI) in the AWS and GCP Monitoring Technology Dashboards. Use the updated Monitoring Technology Dashboard for Azure. The dashboard contains additional tabs which provide more information on your Azure infrastructure. Viewing Monitoring Technology Dashboards requires the dashboard_admin role in addition to the existing agent_client_collector_admin role. Agent table cleaner Delete the agent records that have been disconnected or inactive for more than 30 days by using the Autoflush form. SNMP checks SNMP checks work by default with v3. Set the agent log level Starting in version 3.5.1, configure the agent log level through the ServiceNow® instance, without needing to access the acc.yml configuration file. Host system requirements for Agent Client Collector Monitoring Starting in version 3.5.1, utilize the updated minimum host system requirements when installing Agent Client Collector Monitoring. Import a script include to enable using the Instance scan Starting in version 3.5.1, import global.ACCInstanceScanUtil to enable using the Instance scan feature, as described in the KB1630132 knowledge base article.
Agent experience for CSM	CSM Configurable Workspace record pages The following record pages are the default pages for new customers: CSM default record page CSM Interaction record page The following record pages remain the default record pages for upgrade customers: Record default Interaction record page Dynamic Related Records for Configurable Workspace Starting with the Washington DC release, the Dynamic Related Records for the Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) has moved to the ServiceNow Store. Any new enhancements to the dynamic related records feature are delivered through this store app. Keyboard shortcuts Use keyboard shortcuts to reduce the time required to complete various tasks. For more information, see the Accessibility information section that follows. Reflow for Configurable Workspace CSM Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.
App Engine Studio	Expanded user role access To access App Engine Studio, you must have either an App Engine Studio User role or a Delegated Developer role for an app accessible in App Engine Studio.
Audit Management	Analytics and Reporting Solutions for Audit Management in Next Experience UI Framework Starting with version 18.1.0 of the Audit Management application, the Analytics and Reporting solutions for Audit Management such as the Audit Engagement Overview dashboard and Audit Manager dashboard are available in the Next Experience UI Framework.
Case management for CSM	Dynamic Related Records for Configurable Workspace Starting with the Washington DC release, the Dynamic Related Records for the Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) has moved to the ServiceNow Store Any new enhancements to the dynamic related records feature will be delivered via this store app. Case service selector enhancements Use a keyword search and category filters in the Product Service select version of the case service selector to search for available services. View the available services in a card view and easily browse multiple pages of services. Customer Contracts and Entitlements application Activating the Customer Contracts and Entitlements plugin adds the Contracts and Entitlements module to the application navigator in CSM Configurable Workspace and removes the New UI action from the Contracts related list on the Account and Consumer forms. Roles included with the Customer Service manager role The customer service manager role (sn_customerservice_manager) includes the approver_user role. This role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.
Cloud Cost Management	Updated default value of the system properties for spend analysis The default value of the following system properties has changed: sn_cld_spend_core.metricbase_transform_limit: Default value: 20000 sn_cld_spend_core.spend_report_per_chunk_workload_size: Default value: 500
Common Governance, Risk, and Compliance feature	Issue management privileges For managing an issue, the same levels of privileges are assigned to the GRC manager and the GRC user. If you have the GRC manager role, the GRC user role, the Business User role, or the Business User Lite role, you can create an issue. Create or update a remediation task if you're an Issue persona or if the remediation task is assigned to you. Domain separation in GRC The following changes have been made to the domain assignment process to manage data segregation by the Managed Service Providers related to entities, and other related objects, such as risks, controls, and control objectives: Profile generation job uses a domain iterator to generate entities and other related objects into the correct domains. Revised domain inheritance and assignment logic by adding new business rules to assign the correct domain when creating entities, risks, controls, and related objects.
Configuration Management Database (CMDB)	CMDB Workspace store app Unified Map: Configure the CIs that appear on maps by filtering CIs according to their life-cycle stage. For example, you can filter all end-of-life CIs so that only operational CIs appear on maps. For more information, see Configure operational states of CIs. Limit the number of hierarchy levels shown for application service CIs by setting the map level. You can, for example, set the map level to a smaller number to reduce the overall size of a map to help improve performance. View both the source CI and the target CI on the detail cards when you select a group member connection element on a map. View all attributes for all Service Mapping endpoints, including the type of an endpoint. Highlight all the nodes associated with a card by selecting an application service or a related items card. Show the details card for each CI associated with a dynamic CI group in the Attributes pane. Configure the maximum number of levels from the home node to show on a map, by setting the system property sn_cmdb_ws.unifiedmap.map_search_filter.max_levels without having to add the property first. For more information, see Components installed with CMDB Workspace. CMDB Data Manager integration into CMDB Workspace All of the features of CMDB Data Manager are now available in CMDB Workspace. Administer policies and manage tasks, manage retirement definitions and exclusion lists, and review and approve or reject assigned tasks. View analytics in various charts and counts for ongoing CMDB Data Manager processes. Data Certification integration into CMDB Workspace Data Certification features are now fully supported in CMDB Workspace by using the Certification policy type in CMDB Data Manager. Review, certify, or edit field values for records in selected tables to ensure that those values are exactly as needed to support organizational tasks. View analytics in various charts and counts that also account for ongoing Data Certification processes. De-duplication integration into CMDB Workspace Remediate de-duplication tasks consistently and in bulk by creating libraries of de-duplication templates. Remediate de-duplication tasks in a central location, the De-duplication dashboard. Remediate multiple de-duplication tasks in a single operation by running one or more templates. Track progress as templates run and review the remediation results. See statistics and potential problem areas related to duplicate CIs in your CMDB by examining the De-duplication insights pane. CMDB 360 experience in CMDB Workspace: Limit the scope of data in the Coverage tile in the CMDB 360 dashboard to only CMDB classes by using the sn_cmdb_ws.ms.calculate_cmdb_only system property. For more information, see Components related to CMDB 360. CMDB Health support of dot-walking when selecting a recommended field Identify recommended fields that aren't populated in reference tables by selecting a field from a referenced table for the CMDB Health recommended metric by using dot-walking and directly interacting with the CMDB Recommended Fields [cmdb_recommended_fields] table. Capturing CMDB 360 data for non-CMDB classes Enable the capture of CMDB 360 data for CIs from non-CMDB classes (classes not derived from the Configuration Item [cmdb_ci] class) by setting the value of the glide.identification_engine.multisource_non_cmdb_ci_enabled system property to true. CMDB support for Product Instance Prevent duplication when managing operational assets in your organization throughout their life cycles in the Hardware Asset Management application and workflows by using unique product instance identifiers (PID). Access reduced for the sn_cmdb_editor user role Starting with Washington DC Patch 10, the sn_cmdb_editor (CMDB Editor) and the sn_cmdb_admin (CMDB Admin) user roles no longer have create, update, or delete access to records in the Configuration Item [cmdb_ci] class.
Continuous Authorization and Monitoring	Analytics and Reporting Solutions for CAM in Next Experience UI Framework Starting with version 18.1.0 of Continuous Authorization and Monitoring application, the Analytics and Reporting solutions for CAM such as the CAM Overview, AO Overview, and SCA Overview dashboards are available in the Next Experience UI Framework. Generating assessment procedure plans for a test plan The Control test section of the Test template form is updated with additional fields such as Examine, Interview, and Test that draw control test guidelines from NIST. Determine control effectiveness of a control test Additional new fields such as Examine, Interview, and Test are added to the Test plan and Control test forms to test the control effectiveness. Document implementation statement for a control The Control form now has a new field called Implementation statement, which is required before moving the control to the Assess state. Discussion field in the Control objective and Control forms Based on the 800-53 controls, the Discussion content provided by NIST for each control is shipped by the base system at the control objective level, which is also updated in the Control form when the control is created.
Core ServiceNow AI Platform	Warning when plugin upgrade or activation fails A warning message now appears if the alter or create table operation fails when upgrading or activating a plugin. System tables excluded from archive rules You can no longer create archive rules for certain tables. Link a destroy rule with an archive rule You must now specify a related archive rule when creating an archive destroy rule. Linking an archive rule to the archive destroy rule improves performance when deleting archived records. Peripheral records deleted with archive destroy Peripheral records in the Journal Entry [sys_journal_field], Attachment [sys_attachment], and Sys Audit [sys_audit] tables are now automatically deleted when data is deleted during an archive destroy. Enhanced Capacity feature in remote tables Enhanced Capacity enables additional rows to be stored for a remote table if the retrieved data exceeds 1,000 rows. Non-cancellable audit records Reduce the chances of audit records not being written when a transaction is canceled with the new default setting. Notification and meeting invitation changes on Granular Delegate form The All Notifications and Meeting invitations options on the Granular Delegate form are now set to False by default, to avoid concerns around getting notifications that have security critical and sensitive data. You can select these options if you want the delegate to receive the delegation notification and meeting invitations. Enhanced logging security improvements Explore the new field in the node log lines to identify the script or component that generated the log message. Transaction start lines include a new field specifying what type of request was made. Localization of product and application names Existing product and application names are being localized incrementally in supported languages, starting with Dutch, French, French (Canadian), German, Korean, Italian, Japanese, Portuguese (Brazilian), and Spanish. New product and application names are localized in all supported languages.
Data Discovery	Default data patterns support modification and keywords You're able to modify default data patterns and add keywords. Edit active data patterns and target tables You may now edit active data patterns and target tables for a job.
Data management for CSM	Transfer related party configurations to sys_metadata Transfer the Related Party Configuration [sn_customerservice_related_party_configuration] table to the Application File [sys_metadata] table across customer instances by using the update sets. Associate an existing user to a consumer record Starting with the Washington DC release, only administrators can associate a user with the consumer record. Create users through the User lookup list on the Consumer form Starting with the Washington DC release, you can create sys_users directly from the User lookup list on the consumer form. This functionality applies to both internal (snc_internal) and external (snc_external) users. Integrate the Service Model Foundation with request management Monitor the case progress as a business location staff member directly from the Business Location Service Portal (BLSP) after you submit a catalog request. Support case creation for an external business location (EBL) staff Enable your internal business location (IBL) and external business location (EBL) staff to track issues. Your staff can track cases on behalf of a business location against sold products that are deployed at a business location or against installed base items that are deployed at a business location. Sales and Order Management core Use the enhanced entity configuration types to support covered products along with other context types like transaction headers, lines, charactersitics, and pricing adjustments. Support the multi-instance selection for different sales and order management workflows. For example, select multiple sold products to perform the Move, Add, Change functions. Create a quote with the Modify action by updating the characteristics of an existing sold product, by adding new products or disconnecting existing products.
DevOps Change Velocity	Enhanced automated change creation Avoid issues that might occur in the automated change request creation guided procedure because of the tool connection state. New state transition flows for DevOps change model Move and track changes through added transition flows for the Change - DevOps - New and Change - DevOps - Schedule states in the DevOps change model. Error handling for DevOps flows View errors corresponding to a change request in the work notes of a change request and console logs of the pipeline tool when a business rule or data policy causes an issue while updating a change in the DevOps Change Request Manual Approval, DevOps Change Request Minimal Automation Approval, or DevOps Change Request Advanced Automation Approval flows. DevOpsChangeRelationshipHelper script to retrieve change data Retrieve data associated with a change request based on the specified relation type using the DevOpsChangeRelationshipHelper script include. New property to specify retry limit Specify the maximum number of times the discover action will be automatically retried after it reaches the rate limit using the Maximum limit for the number of times the discover action that exceeds the rate limit will be retried property. Import request restart Restart an import request from the Import Request record that couldn’t be completed due to an error. Automatically associate repositories Repositories are automatically associated to applications when a corresponding pipeline identifies commits of repositories that are not yet associated. Unit test type support for GitHub Automatically publish unit test results of types NUnit, pytest, jest, JUnit, and XUnit from GitHub Actions workflows without any custom Application Programming Interface (API) calls. Change request creation with errors in DevOps data retrieval Enable change request creation even if there is an error in retrieving the DevOps data in a pipeline. Multiple ServiceNow DevOps configurations in the same Jenkins instance Configure multiple ServiceNow DevOps connections in one Jenkins server. Custom actions for GitLab using Docker Retrieve and update change request details associated with a GitLab pipeline and publish unit test results. Automatically update close code based on the overall pipeline execution status for simple GitLab pipelines. Manual retry of downstream events If an error occurs for an event, and there are subsequent downstream events associated with it, then you must manually retry each downstream event by selecting the Retry button. Automatically retrying of downstream events is not supported anymore. Enhancements to DevOps Model change In-product guidance enables you to leverage DevOps models and easily create DevOps changes without disruption of your change process. To make the Change - DevOps – Implement flow of the DevOps model more suitable for DevOps changes, change tasks are no longer automatically created. The new Change – DevOps – Update execution state flow in the DevOps model means you no longer have to activate the DevOps Change Request Manual Approval flow to send a callback to the third-party orchestration tool. Fast-track your change process by using a new DevOps Simplified change model, which doesn’t contain the Assess state. Change approval for this model is based on the DevOps Simplified Model Change policy. Branch details for artifacts and packages Branch details from pipeline executions are now available for artifacts and packages for better tracking. Create lists Option to create customized lists added to the Changes, Tools, and Administration modules in the DevOps Change Workspace. Jira Server connection using API key Connect to your Jira Server using API key authentication rather than basic authentication. GitHub Actions reruns Re-running failed GitHub jobs will now use the existing change request created for the failed jobs instead of creating new change requests. Generalized Docker Container solution to support any orchestration tool Use the generalized and extensible Docker Container solution to integrate any orchestration tool with DevOps Change Velocity for invoking pipeline actions like change request creation and collecting relevant DevOps data without having to rely on tool specific plugins or extensions. Simplified onboarding of planning tools that are not supported in the base system Integrate planning tools that are not supported in the base system by leveraging transformer rules. GitLab Issues is now available as one of the planning tools and is built leveraging this new approach so you can discover plans, import work items, and configure webhooks for work items (issues) in GitLab. Default BitBucket branch property Specify the default Bitbucket branch name that must be used to create an import request in the sn_devops.bitbucket_default_branch property.
Dispute Rules Content Pack for Visa	Dispute case playbook The dispute questionnaire now presents questions based on the selected dispute category. As the questionnaire is filled out, the questionnaire view displays new questions based on the answers provided.
Document Intelligence	Increase to default limits The file size limit for attachments is increased to 10 MB. The maximum number of document tasks processed per instance per day is increased to 2,000. Improvements to AI quality for invoices Improve extraction outcomes by leveraging more powerful AI models, prebuilt use case configurations, and user-defined hints.
Document Services	Service Portal experience for external users Extend document management experience to external users to create and manage documents in Service Portal. Microsoft SharePoint integration with Document Services Integrate with Microsoft SharePoint to create, update, and collaborate on documents within the platform.
EMR Help	EMR Help now in Healthcare and Life Sciences Service Management Core Starting with the Washington DC release, when you install Healthcare and Life Sciences Service Management Core, EMR Help is installed as well.
ERP Canvas	ERP Customization Mining no longer required for ERP Canvas You can now install ERP Canvas without also installing ERP-CM. Use ERP Model Management to create table joins Create table joins in the Manage entities tab of the ERP Model Management page by adding parent and child tables as Table read entities, and then managing their order to create join conditions.
Encryption Key Management	Web Service Consumer plugin tables reject access by default To improve security, default access to tables in the Web Service Consumer (com.glide.web_service_consumer) plugin are set to Reject. The following tables are affected. sys_rest_message sys_rest_message_fn sys_auth_profile_basic sys_auth_profile_oauth2 sys_soap_message sys_soap_message_function ws_security_x509_profile_outbound ws_security_username_profile_outbound Default access to tables in the External App Authentication (com.glide.external.app) plugin are also set to Reject. The following tables are affected. token_verification hash_message_verification
Field Service Management	Migration of Field Service Management Core UI dashboards to Next Experience Dashboards The following Next Experience Field Service Management dashboards provide a more efficient streamlined way for you to work: Field Service Management overview Field Service Contractor Field Service Planned Maintenance Field Service Performance Analytics
Financial Services Card Operations	Enhancements to card disputes playbook Starting with the Washington DC release, the following playbook enhancements have been made to the card disputes: Merged the playbook Record generator with the Enter dispute details activity. Removed the Write off from the UI and moved its functionality to the Set recovery option task. Changed the approval logic for: Immediate final credit cases where the dispute gets denied Investigate transactions task when a transaction is ineligible for a chargeback but a chargeback route is still pursued Review representment tasks when merchant should not be provided a credit Added a Closure lane so that agents can manually close the case by filling in the Resolution code and Resolution remarks details. Updated labels of Issue final credit and Choose recovery option to Set recovery option and Issue credit, respectively.
Financial Services Operations Core	Case creation enhancements The FSO interceptor is replaced with the Customer Service Management Product Service select version of the case type selector. This enhancement enables customer service agents to easily create new case records by selecting the appropriate case type from a list of available services. For details, see the Service type selector for Financial Services Operations article in the Now Support knowledge base.
Financial Services Operations Platform Analytics Solutions	Modernized Financial Services Operations dashboards The dashboards listed in the highlights section of this note have been migrated to the Platform Analytics Experience. If you’re upgrading from a previous release, you can view these upgraded dashboards with your existing Core UI dashboards.
Flow Designer	Flow execution details only record the first and last iterations of loops Flow execution details only record the first and last iterations of a loop. This setting reduces the amount of execution details that the instance has to generate and store. You can change this setting on a flow-by-flow basis by creating a flow execution settings record.
Hardware Asset Management 10.0.0	System property to cache asset and CI mappings The sn_itam_enable_cache_for_asset_ci_mapping system property enables you to cache the following mappings: Asset and CI fields Asset state and CI install status Asset state and CI hardware status
Health Log Analytics	Lucene used in Elasticsearch library Lucene may appear on vulnerability scans but is not exploitable. Lucene is included in the Health Log Analytics project for the Elasticsearch Data Input. The Elasticsearch library has a transitive dependency on Lucene. However, the Elasticsearch version used has its own safeguards and cannot be exploited in any way.
Healthcare and Life Sciences Service Management Core	EMR Help enhanced for HCLS case creation The EMR Help application has been enhanced to provide requesters with the capability to create additional HCLS cases. For more information on the EMR Help application, see Exploring EMR Help . Data model further aligned with Customer Service Management (CSM) The following updates have been made to the data model to take advantage of the core CSM install base item capabilities to track internal and external items: The following tables now extend Install Base Item instead of Healthcare sold product: Member Plan [sn_hcls_member_plan] Medication [sn_hcls_medication] Immunization [sn_hcls_immunization] Enrolled Program [sn_hcls_enrolled_program] Enrolled Program Service [sn_hcls_enrolled_program_service] This update impacts the following columns: The hcls_state field under table Enrolled Program and Enrolled Program Service tables has been deprecated and the state field from the Install Base table is used going forward. Data is moved from hcls_state field to state field. The parent column now refers to the parent install base item to ensure that proper parent-child relation is maintained. The source_task column under the Enrolled Program and Enrolled Program Service tables is now tracked using the affected install base item m:m table. Healthcare locations and organizations realigned for multi-industry cases The Healthcare Organization [sn_hcls_organization] table is now a standalone table and no longer extends Service Organization. In some cases, custom tables might have a reference to a Company/Service Organization that can contain the value of a healthcare organization. In scenarios where custom columns refer to Service Organization and have Healthcare Organization data, reach out to Now Support for the migration script. Parent field now refers to Healthcare organization. Healthcare Location [sn_hcls_location] table is now a standalone table and no longer extends Service Organization. Healthcare Cases, Install Base records, and Sold Product records can no longer be created for Healthcare Locations. For existing records of these types, the Healthcare Location value is replaced by the service organization value of the associated Healthcare Organization as a Healthcare location is always associated with a Healthcare Organization. Service_organization_parent field data has been cloned to the parent location field. Parent location is used going forward. Parent field data has been cloned to the organization field. Organization is used going forward. Practitioner Location [sn_hcls_practitioner_facility] table is a standalone table and no longer extends Service Organization Member. In instances where a mapping exists between a healthcare location and a practitioner, the mapping is updated to be between the healthcare organization (of the associated healthcare location) and that practitioner because Healthcare Location is now a standalone table and no longer extends the Business Location table. Service_organization field data has been cloned to location field. Location is used going forward.
ITOM AIOps	Retrieve metrics for cloud resources Use Azure policies to retrieve high-performance metrics for virtual resources in the cloud. Automatic MID Server selection Receive additional MID Server information to be used as alternative points of communication during automatic MID Server selection. Automatic MID Server selection is off by default. ITOM Licensing ITOM SU Licensing has been rebranded as ITOM/OT SU Licensing. ITOM/OT SU Licensing calculates and displays the usage of ITOM subscriptions based on subscription units. It enables you to access a comprehensive overview of the total number of licenses allocated to applications and configuration items (CIs), while offering an advanced feature set that provides visibility into the specific CIs covered by your licenses. You can view the subscription breakdown for ITOM AIOps, ITOM Visibility, ITOM Optimization, and ITOM Cloud Accelerate. For more details, see View which CIs have an ITOM license.
ITOM Cloud Accelerate	Enhanced Cloud Service Catalog Improved hierarchical structure of multiple repositories with the support of Terraform Connector IaC discovery capabilities. Support for integration of Google Cloud Platform with Terraform Open Source.
ITOM Optimization	Cloud Admin Portal link The Cloud Admin portal link to the user portal now points to Employee Center if you have installed and set up the Cloud Services Catalog plugin. If CSC is installed, admin and sn_cmp.cmp_root_admin roles can access this feature while switching to the Request portal. Cloud Services Catalog is now available as a part of ITOM Cloud Accelerate, which you can use to manage the life cycle of cloud resources. ITOM Licensing ITOM SU Licensing has been rebranded as ITOM/OT SU Licensing. ITOM/OT SU Licensing calculates and displays the usage of ITOM subscriptions based on subscription units. It enables you to access a comprehensive overview of the total number of licenses allocated to applications and configuration items (CIs), while offering an advanced feature set that provides visibility into the specific CIs covered by your licenses. You can view the subscription breakdown for ITOM AIOps, ITOM Visibility, ITOM Optimization, and ITOM Cloud Accelerate. For more details, see View which CIs have an ITOM license.
ITOM Visibility	Enhanced Discovery and Service Mapping Patterns Update your discovery capabilities through the following enhanced Discovery and Service Mapping Patterns: Docker container identifier Microsoft SQL Server and Cluster Azure Datacenter Discovery pattern and Hardware Type pattern (1.15.0) Service Mapping Unified Map support Access the centralized Unified Node Map from the Service Mapping workspace and view features of both the dependency view and the service map. Unmapped Servers with Candidates Use unmapped servers aligned with identified application service candidates to create new application services. Renamed ServiceNow® ITOM SU Licensing application Renamed ServiceNow® ITOM SU Licensing to ServiceNow® ITOM/OT SU Licensing. Cloud Operations Workspace name change Starting with version 1.6.1, Cloud Operations Workspace has been renamed Cloud Discovery Workspace.
Industrial Process Manager	Manage the Equipment Model section in the Industrial Process Manager Guided Setup The Manage the equipment model section of the Industrial Process Manager Guided Setup has the following new enhancements: The Assign Users task was removed. The Create User Criteria for Site Users task was added. The Assign Site Users - Can Read task was added. The Assign Site Users - Can Edit task was added. ISA Equipment Model enhancements When you upgrade to version 1.0.12 of the ISA Equipment Model, the migration from site user access to user criteria and groups begins automatically and the following changes are made: Improved site level access control to that uses user criteria to define read or write level user access to equipment model entity sites. With the additional assignment of OT viewer (cmdb_ot_viewer) or OT Editor (cmdb_ot_editor) roles, you can also have view or edit access to OT devices in the sites assigned accordingly. When you upgrade to version 1.0.12 of ISA Equipment Model, existing site user records are migrated to an improved access control model using user criteria to preserve the same access permissions. For each site with ISA Entity Site User records, the following changes occur. For users with viewer access: A new user criteria record is created and named Read User Criteria for <site name> Site [System Generated] A new user group with all site users from this site is created and named Read Group for <site name> Site [System Generated] A new record in the new Equipment Model Entity View Access table (isa_entity_m2m_user_criteria_can_view) is created with the new user criteria and user group. For users with editor access: A new user criteria record is created and named Edit User Criteria for <site name> Site [System Generated] A new user group with all site users from this site is created and named Edit Group for <site name> Site [System Generated] A new record in the new Equipment Model Entity Edit Access table (isa_entity_m2m_user_criteria_can_edit) is created with the new user criteria and user group. The Site User application menu and Site Users related list on the Equipment Model Entity record for a site is removed. All site user (isa_entity_site_user) records are set to inactive. The Site User – Can Read and Site User – Can Edit application menu items are added to the ServiceNow AI Platform. The Can Read Equipment Models and Can Edit Equipment Models related lists are added to the Equipment Model Entity record for a site.
Instance Data Replication	Hermes-only replication Newly-created replication sets now use Hermes Messaging Service. You can no longer create legacy replication sets. Comparing replicated data between instances Compare data in replication sets with data transformations, bidirectional replication, and discrete replication.
Integration Hub	Open API step enhancements The OpenAPI step has several improvements. You can now: Save the request response as an attachment record. Configure a retry policy to retry a request if the previous one fails or encounters any issues. Sync step inputs and step outputs with action inputs and action outputs. Edit step outputs if required. Modify the resource path, HTTP methods, query parameters, and headers of a request. Add or remove error mapping to an action while resetting action inputs and action outputs. Use oneOf and anyOf schema object properties in the schema. Multi-layer caller inspection of records going to the ECC queue Previously, there would be a single layer inspection of records or entities entering the ECC queue. Now, multiple layers calling each other must have a valid certificate and be validated before the record enters the ECC queue. By default, you can support the inspection of three layers.
Intelligence for CSM	Task Intelligence Admin Console enhancements Use the Task Intelligence Admin Console to perform the following tasks: View the model performance for the top three recommendations and decide between auto-fill or recommend mode as the prediction preference based on the data. View the model performance by field on the Admin Console dashboard. Filter out inactive choice predictions. Task intelligence model and UI enhancements The following enhancements have been made in Task intelligence: Introduced a new Now Assist system user for AI applications that captures AI changes in the card in the activity stream. This feature is also supported for Document Intelligence for Customer Service predictions. Added an "Updating" message in the banner to let users know that AI predictions are currently being processed. Guided Decisions enhancements Use Guided Decisions to perform the following tasks: Enable self-service for internal users by rendering decision trees in a Service Portal. Link existing decision trees as children to your current decision tree. Enable agents or customers to revisit or change the previous responses in the decision tree run-time experience. Control the appearance of the Dismiss button in the decision tree run-time experience. Added the following enhancements to the decision trees: Decision tree portal widgets that are available to external users Outputs to decision trees so users can embed decision trees inside other trees. Intermediate nodes to decision trees. Recommended Actions enhancements Define the number of records or values to return for the Task Intelligence Classification resource generator through the Top N Results feature. User interface improvements so that agents can more easily replace Agent Assist with Recommended Actions. These improvements include a new Recommended Actions icon, configuration fields to support automatic search result experience, and the ability to filter on facets within a search source entity. User interface improvements to the “Review and attach article” guidance. A full view search experience in a subtab.
MID Server	MID Server Password2 global policy change Use the new "Reject" default behavior of the module access policies (MAPs) to help prevent any unauthorized access, unless explicitly declared in MAP records. All required MAPs for internal access are provided. Auto-generated MAPs are provided for external access. MID Server unique logged-in users Use unique logged in users for each MID Server. See (KB1552863) MID Server Unique Logged In User for more information. Improved wrapper configuration override Enable the debug logs at the dist-upgrade wrapper level and test the changes by modifying the configuration with upgrade-wrapper-override.conf. For example, the default timeout may not be long enough for certain JVM level commands. You can increase the timeout with upgrade-wrapper-override.conf for the dist-upgrade wrapper configuration.
Mobile Platform	Mobile Playbooks enhancements Navigate from mobile web screens to all native screens, including parametrized and scripted screens, custom map screens, and ServiceNow Virtual Agent chat. Mobile Publishing enhancements Use custom branded apps created with Mobile Publishing and use them on sub-production instances.
Next Experience	Impersonate user feature improved The Impersonate user option on the User menu now expands as you impersonate the user multiple times. Up to six impersonations are shown before a scroll bar appears.
Next Experience Components	Table 8. Components Component Enhancements Activity Stream Hide the discard draft, pop-out button, create email, and view drafts buttons. Change the send email button style from primary to secondary. Display email subject when there are multiple modeless dialogs or when they are minimized. Insert email template and insert KB link with modeless dialog. Attachments New property for defining the maximum allowable size for an attachment. Date - Time Default time [initialTime] property that sets the default start time for the component. If not set, the time defaults to midnight. Date-Time-interval Customize the range of dates to display on the calendar using a relative date time picker. Dropdown Added a configurable label property. Email Composer Attach Knowledge articles inline or as PDFs using Agent assist. Auto-save drafts, discard drafts, save, and create drafts. Improved page design density. Added support for Modeless dialog experience. Email Composer (mini) Attach Knowledge articles inline or as PDFs using Agent assist. Auto-save drafts, discard drafts, save, and create drafts. Improved page design density. Support for Modeless dialog experience. Heading Font header sizes decreased in Workspace to increase data density. Hero heading size alternative to primary for users who still prefer the original, larger heading size. Icon Use custom icons in any standard image format. Custom icons aren’t added to the library on the instance and aren’t cached. Image Use custom images in any standard image format. Custom icons aren't added to the library on the instance and aren't cached. Input AI Indicator signals to users when a form field uses AI recommendations and provides more information about AI functionality. Kanban board Enable dependency lines to indicate relationships between cards on the board. Show the swimlane header in the row. List selector Popovers triggered from items in the Available items and Selected items lists display details of the current record. You can configure the content of the popovers and select the items that show the trigger icon. Select how the component is displayed. The choices are as follows: Compact 2 panels Dotwalk (default) Prevent users from reordering items in the Selected Items list. Reveal all hidden controls inside the component. Modeless dialog Define the header text that wraps to 2 lines and truncates after the second line. Replace the initial variant color type with a primary or secondary type that adds color to the heading. Add a button icon that triggers an action in the optional button slot. Change where the modeless dialog appears when triggered by a user. By default it appears in the center, but you can have the dialog appear in the top left or right, or bottom left or right. Use keyboard shortcuts to move the dialog up, down, left, and right. Recommended Actions Configurable panel title and tab headings. Configurable tab order. New Search tab that contains a search input field and cards for search results. History moved from a tab to a new panel triggered from an iconic button. Background color for hint text and an icon in the search results cards. Resizable panes Keyboard key combination to change the layout to only left pane, both panes, and only right pane. Select AI Indicator to signals to users when a form field uses AI recommendations and provides more information about AI functionality. Textarea AI Indicator to signal to users when a form field uses AI recommendations and to provide more information about AI functionality. Typeahead AI Indicator to signal to users when a form field uses AI recommendations and to provide more information about AI functionality. Typeahead-multi AI Indicator to signal to users when a form field uses AI recommendations and to provide more information about AI functionality. Table 9. Data visualization charts Chart Enhancement Bar visualization Pareto type of bar visualization. A Pareto chart is similar to the vertical bar chart, but it also includes a line graph. A Pareto chart displays vertical bars that represent individual values (frequency or cost) in descending order, and a line with data points that represent the cumulative total. The Pareto chart also marks the 80% point on the y-axis with a horizontal line, which the user can hide. Indicator scorecard visualization Latest score bar that you can display for a graphical representation of the most recent indicator score. A blue bar for score of 1 or above, an orange bar for -1 and below, and no bar for 0 (zero) score. Score value displays upon hover. Maximum number of groups can be specified (1-20). Only breakdowns can be specified to be shown, and then you can also show all groups for the first breakdown. Time series visualization Date range picker that adds a date range drop-down that the user can use to change quickly the time range displayed to one of the predefined date ranges.
Next Experience Developer Tools	Auto-stop recording on page load Profiler can stop recording automatically after a page loads to test page performance. Component view for event table Analyze page performance with events grouped by components. Collapse all rows in compare table Find differences more quickly in compare view by collapsing all rows and only view rows with differences.
Notifications	Dynamic actions linking for provider notifications Link actions to content dynamically by using event params and the existing static actions in provider notifications actionable content creation. Mandatory Category field in provider notifications The category field for provider notifications is a required field.
Notify	Enhanced security to access Notify Control who can view and select the Start conference call and Send SMS UI actions for a Task record through assigning the notify_view role. The notify_view is the minimum required role for accessing Notify.
Now Assist	Now Assist panel icon displays asynchronous notifications The Now Assist icon displays an increased badge count if the Now Assist panel is closed and a new message is available. Now Assist journey checklist on the Overview page On the Now Assist Admin console Overview page, you can view a journey checklist to help plan and execute your generative AI implementation. Detailed steps include how to install plugins, turn on the Now Assist panel, activate skills, review account settings, and monitor skill performance. New process for opting out of data sharing preferences A user must be in the Generative AI Controller application scope and have the data_steward role to opt out of data sharing for the instance. New input and prompt output configuration for record summarization When activating or editing case or incident summarization skills, the new guided setup includes more options. The options for choosing the inputs provided to the LLM have been expanded. Prompt output customization with new section options has been added to help ensure agents have the information they need. Code completion off by default Turn on generating scripts from code with the sn_now_assist_code.enable_promptless_experience system property.
Now Assist for Customer Service Management (CSM)	Minimum text requirement for case summarization Enable the case summarization skill for the cases that have the minimum amount of information in the case activity stream. AI icon support without a form reload View the AI icons for the predicted fields as soon as the predictions are available. Demo data for the case and interaction records Use improved demo data to demonstrate the case summarization and resolution notes generation skills. Case summarization enhancements Use email and service level agreement (SLA) as input and provide a summary of the case across related records, such as emails and work notes in a record summarization. Resolution notes enhancements Use email as input to generate resolution notes for a case and propose a solution to the customer. Chat summarization enhancements Generate summaries when chats are transferred between the live agents and select the portals where chat summarization is accessible.
Operational Sustainability Management	Roles updated in the ESG Management application Several roles such as ESG administrator, ESG data owner, and ESG program manager have been updated in the Operational Sustainability Management. Material topic table updated The State field in the sn_esg_material_topic table has been updated to include states for risk assessment. The Review state of a material topic has also been renamed to Approval. Microsoft 365 for ServiceNow Reporting table updated The sn_esg_msoff_intg_o365_reporting_configuration table has been updated with the track_configuration field New tables added to the Operational Sustainability Management application The following new tables are added to the Operational Sustainability Management application: sn_esg_disclosure_detail sn_esg_disclosure_related_documents sn_esg_disclosure_template sn_esg_m2m_disclosure_metric_data_by_entity New table added to the GRC: Metrics application The sn_grc_metric_md_import table is added to the GRC: Metrics application. New table added to the sn_esg_msoff_intg application The sn_esg_msoff_intg_document_log table is added to the sn_esg_msoff_intg application. New tables added to the sn_esg_sustain application The following new tables are added to the sn_esg_sustain application sn_esg_sustain_map_marker_configuration sn_esg_sustain_map_data_range_configuration New tables added to the sn_esg_risk_mgmt application The following new tables are added to the sn_esg_risk_mgmt application: sn_esg_risk_mgmt_m2m_risk_goal sn_esg_risk_mgmt_m2m_risk_statement_goal New tables added to the sn_rec_pg_vertical application The following new tables are added to the sn_rec_pg_vertical application sn_rec_pg_vertical_view_config sn_rec_pg_vertical_view_group_entry sn_rec_pg_vertical_view_group sn_rec_pg_vertical_view_table New table added to the sn-formula-builder-connected application The sn_fb_connected_config table is added to the sn-formula-builder-connected application. Attributes modified in the sn_grc_metric_base_definition table The mandatory attribute has been removed from the Description column in the sn_grc_metric_base_definition table. The formula_internal column has been made read-only. Changes made to the sn_grc_metric_composite_definition table In the sn_grc_metric_composite_definition table, the formula_internal field has been set to read-only.
Operational Technology Change Management	Updated layout of the OT change record on the Industrial Workspace The OT change record in the Industrial Workspace was updated so that all existing related lists are included under the Related Records tab. Change write user role (sn_ot_change_write) The Change write user role (sn_ot_change_write) was updated so users that are assigned with this role can have IT change tasks assigned to them. They can also update the IT change task that they're assigned to.
Operational Technology Incident Management	Updated layout of the OT incident record on the Industrial Workspace The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab.
Operational Technology Manager	OT landing page name change The OT landing page is now referred to as the OT Manager dashboard. New Industrial Workspace OT Manager dashboard experience The OT Manager dashboard in the Industrial Workspace was split up into the following tabs so that you can separately monitor your OT device data and OT vulnerability data: OT Devices tab OT Vulnerabilities tab Pre-import OT Worksheet Entry Review (POWER) tool Use distributed Microsoft Excel spreadsheets to import OT devices for better manageability of your OT system and its devices. The POWER tool includes the following new features: Supports the import and classification of the Quality Inspection Control System [cmdb_ci_ot_qics] class. If you manually create an OT device in the SG-OT Excel Staging Table, the Quality Inspection Control System class is an option in the What is the type of OT device? task. Supports capturing the Backup Storage Information [cmdb_backup_storage_information] class attributes on the staging table, staging table form, and the ETL. Maps the Status field in a staging table record to the Life Cycle Stage and Life Cycle Status fields on a configuration item (CI) record. The Status field no longer maps to the Install Status field on a CI record. Creates assets in the Industrial product model category for OT class devices. This enables compatibility with the Enterprise Asset Management product for full lifecycle management of OT class devices. Create custom validations with the SGOTAssetCustomValidationExtensionPoint extension point. Use the New button in the SG OT Excel Stagings table to manually add OT devices to the Configuration Management Database (CMDB). Use the OT Staging User (ot_staginguser) role to enable users to create, edit, view, and run validations against the records in the SG OT Excel Stagings table. Use the Equipment model entity path attribute in the SG OT Excel Stagings table to map devices to equipment model entities. The OT display name column was added to the SG OT Excel Stagings table. Additional validations and validation messages were added for PLC devices both with and without the control modules. Additional validations and validation messages for slot and rack attributes were added to the SG OT Excel Stagings table. The Operating system attribute was added to the SG OT Excel Stagings table. The Rack attribute was added to the SG OT Excel Stagings table. Unclassified OT devices are given the ot_base device type. CMDB OT class model updates Utilize an enhanced OT user experience and make additional configurations with the following CMDB OT class model updates: The Quality Inspection Control System [cmdb_ci_ot_qics] class represents the control systems that assist in quality and inspection functions. This new class is a child class of the OT Control System [cmdb_ci_ot_control] class. The Backup Storage Information [cmdb_backup_storage_information] class helps manage backups of your OT device data. The OT System Service [cmdb_ci_ot_system_service] class can model OT systems and their related software, hardware, and communication network components, such as a Distributed Control System (DCS). You can now bulk-validate NIDS records from the list view instead of validating each NIDS record individually. Rack was added as an identifier for the OT Control Module (cmdb_ci_ot_control_module) CI class. The OT Control Systems with Modules list was added to both the Industrial Workspace list view under the Operational Technology (OT) module and the ServiceNow AI Platform under the Operational Technology (OT) module to show all available control systems and their control system modules. The CMDB 360 Data related list was added to the OT parent class configuration item form and the OT Control Module class. Class mappings were added for the Protocol Converter and Network Gear classes. The Show control modules in OT list views system property was added.
Operational Technology Vulnerability Response	New Industrial Workspace experience The OT Manager dashboard in the Industrial Workspace was split up into the following tabs so that you can separately monitor your OT device data and OT vulnerability data: OT Devices tab OT Vulnerabilities tab
Order Management	Enhanced order capture experience with order enrichment steps After order capture, enable agents to enrich orders with additional order information before starting order fulfillment to avoid fallouts. This enrichment process triggers workflows that create the enrichment-related order tasks for applicable orders and order line items. Monthly Recurring Charges and Non-Recurring Charges Starting with the  Washington DC  release,  Order Management uses the Pricing data model rather than the Product Offering data model to store pricing charges in price lists and price list lines. With this change, you can specify either a  Monthly Recurring Charge  (MRC) or a  Non-Recurring Charge  (NRC) for a product or order line, but not both. Enhancements to the  ServiceNow TMF APIs If you’re using the Order Management for Telecommunications and Media application, the following ServiceNow® TMF API have been updated to support consumer orders that can be fulfilled in  Order Management if you have entitlements for telecommunications: Product Order Open API (TMF622) Service Order Open API (TMF641) Product Inventory Open API (TMF637) Technical Service Qualification Open API (TMF645) Updates to the order to contract workflow Admins can add contract start and end dates to an order contract on the order details page. Enhanced order capture experience with order enrichment tasks After order capture, enable agents to enrich orders with additional order information before starting order fulfillment to avoid fallouts. This enrichment process triggers workflows that create the enrichment-related order tasks for applicable orders and order line items. Monthly Recurring Charges and Non Recurring Charges Starting with the Washington DC release, Order Management uses the Pricing data model rather than the Product Offering data model to store pricing charges in price lists and price list lines. With this change, you can now specify either a Monthly Recurring Charge (MRC) or a Non Recurring Charge (NRC) for a product or order line, but not both. Enhancements to the ServiceNow TMF APIs The following ServiceNow TMF APIs have been updated to support consumer orders that can be fulfilled in Order Management for Telecommunications, Media, and Technology: Product Order Open API (TMF622) Service Order Open API (TMF641) Product Inventory Open API (TMF637) Technical Service Qualification Open API (TMF645)
Platform Analytics Experience	Many-to-many filters Unified filters now support many-to-many relationships, where a value on the filter source table can match multiple values on the target table and vice versa. Pivot table improvements Multiple columns are supported, with up to three group-by values selected as columns. You can select different choice fields as group-by values with multiple data sources. This ability is also available in bar visualizations. Header alignment now matches the alignment of content in the columns. Indicator scorecard improvements The breakdown distribution can now be shown for an indicator. If you select only one indicator to show, you can show the distribution of scores across the elements of up to two breakdowns. You can also enable viewers to change the breakdowns that are shown. Metrics on list-type scorecards now include a latest score bar. You can now add dividing lines between rows as well as columns on pivot-type scorecards. Customizable dashboard background colors The dashboard editor can set a background color for the whole dashboard or for individual dashboard tabs. Data visualizations can be added to a dashboard from the Visualization Designer A visualization editor with editing rights can add the visualization they’re working on to a dashboard from inside the Visualization Designer. Manual and automatic dashboard refresh Any dashboard viewer can refresh the data on a dashboard. A dashboard administrator can schedule automated dashboard refreshes. Owner information You can add the owner and owner group to the details of dashboards, saved data visualizations, and saved filters. Customizable chart interaction In data visualizations, you can set the navigation when a viewer selects a segment of a chart. You can enable the viewer to drill down to data or to open an internal or external URL. Bar and pie visualizations support act as filter You can configure pie and bar visualizations (excluding Pareto) to act as filters. If a viewer then selects a pie segment or a bar column, all other visualizations on that dashboard tab are filtered for matching values. Metric formatting support for manual data in data visualizations Metric formatting is now available for manual JSON data sources. This feature was formerly available only for predefined data sources such as tables and indicators.
Policy and Compliance Management	Performance enhancements in processing indicator jobs To support parallel processing capabilities, two additional custom queues have been introduced. One is the Indicator Data Queue for processing indicators, and the other is the Supporting Data Queue for handling events related to control, risk, and issue updates. A new job is introduced to collect supporting data, which significantly aids in improving the data handling processes. New fields have been introduced in the Indicator template form to support percentage sampling. To streamline data handling, the data storage system is updated with storing sample data in JSON format. This new approach enables a more structured and efficient storage, enhancing data retrieval process and analysis. The Due date duration (days) field is added in the Indicator template and Indicator forms to capture the due date of the indicator task. Based on this due date, the indicator task owners receive reminder emails. Analytics and Reporting solutions for Policy and Compliance Management in Next Experience UI Framework Starting with version 18.1.0 of the Policy and Compliance Management application, the Analytics and Reporting solutions for Policy and Compliance are available in the Next Experience UI Framework.
Predictive Intelligence	Pre-trained models for similarity and clustering solutions With the new pre-trained models, you won't need your own word corpus when creating new solutions. Important: With the Washington DC release, clustering and similarity models use Workflow solutions. When existing solutions with a word corpus are retrained after upgrading, they become Workflow solutions, and the Word Corpus field is no longer visible on the form.
Product Catalog Management and Pricing Management	Product Catalog Management changes Export and import entities: The Export Catalog option was renamed to Export Entities, which now supports the transfer of pricing entities from one ServiceNow instance to another, in addition to product catalog entities. You export pricing entities as JSON files, which you can then import to other ServiceNow instances. Starting with the May 2024 release, exporting product offerings now includes related characteristics and characteristic options. Configuration State Model API Framework: The configuration state model provides system methods that enable your developers to set and read configuration states when scripting with extension points to control node visibility and editability. Pricing Management changes Matrix versioning: Create a matrix version when context variables change. Single or multiple rule configuration: Configure single or multiple rules in the Standard Adjustment Matrix. If multiple rules match and the option is marked true, all applicable pricing rules are applied when evaluating adjustments for product offers. If the option isn’t selected, the first rule based on priority is applied for adjustment calculation. Product offering characteristics in pricing matrices: Support product offering characteristics and options in decision rules for pricing matrices. Parallel execution of pricing transactions: Set system properties that enable the pricing engine to run parallel processing of pricing transactions, which improves performance. Extension point for pricing adjustments: Use the PricingAdjustmentsExtensionPoint to customize pricing adjustments that are defined in the Standard Adjustment Matrix or the Configuration Component Price Adjustment Matrix.
Robotic Process Automation (RPA) Hub	Manage plugins from a single location In the RPA Desktop Design Studio, install, view, update, or remove plugins from the Plugin Manager window or the Plugins node in the Project Explorer pane. New location for the Attachments and Flow Designer components in the Toolbox pane In RPA Desktop Design Studio, the Attachments and Flow Designer components are available under the new ServiceNow category in the Toolbox pane.
Security Center	Hardening settings baseline Baseline v2.0 is new in the Washington DC (v1.3). Baseline v4.0 is new in the May Store release (v1.5). New baselines include new, updated, and removed hardening settings.
Security Incident Response	Microsoft Azure Sentinel integrationMicrosoft Azure Sentinel integration Any new or updated changes made in Microsoft Azure Sentinel will automatically update the respective SIR incident data while mapping the Microsoft Azure Sentinel fields. For more information, seeMap the Microsoft Azure Sentinel incident fields. Pull all open and closed Azure Sentinel incidents for the period up to 6 months. For more information, see Schedule the Microsoft Azure Sentinel incident retrieval.
Self-Service and Omnichannel engagement for CSM	Portal Mega Menu widget The Portal Mega Menu widget has the following enhancements: Enables you to access and navigate through a wide range of menu items on your mobile device using the Portal Mega Menu widget. Display a cart, wish list, guided tour, or scripted lists such as notification, approval, or survey on the header of your portal.
Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console)	Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) application name change The Service Graph Connector for Microsoft Defender for IoT (on-premises) was renamed to Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console).
Service Operations Workspace for IT Service Management	Landing page changes Starting in version 5.0, the following changes are applicable: To view all records associated with a donut card, you should now select the center of the donut area. To view the recently visited pages in Service Operations Workspace, you should now select the History menu.
Service Portal	Critical notifications aren't automatically dismissed Show critical notifications tagged with the sn-sticky-notification HTML class attribute until you specifically dismiss them even when automatic dismissal is enabled for non-critical notifications with the glide.service-portal.notification_timeout.seconds system property. Unified user consent for tracking user experience analytics Opt in to or out of tracking user experience analytics once for all platform interfaces. Previously, changes to your user consent selection to track user experience analytics in other platform interfaces weren’t honored in portals and vice versa. This choice is now stored centrally with the user consent management (UCM) capability used by the rest of the platform so a change for one interface is honored for all interfaces. For more information about user consent management, see User privacy, tracking, and user consent management in Usage Insights in the Usage Insights documentation.
Skills Intelligence	Related role groups table Two new columns have been added to support lateral career progression. For more information, see Create related role groups. Job level progression Career progression between the same job levels is no longer possible.
Software Asset Management	Adobe and Microsoft 365 integration functionalities moved to Software Asset Management – SaaS License Management For quick turnaround of enhancements and fixes, the Adobe and Microsoft 365 integration functionalities have moved to the Software Asset Management – SaaS License Management store application.
Sourcing and Procurement Operations	Sourcing and Procurement Operations integration with Project Management Implemented content changes to the intake form that an employee or requester fills in with project details to be captured in the integration experience with the Strategic Portfolio Management (SPM) product. Note: These project questions are only available on the intake form if the employee or requester has access to SPM. There’s no impact on existing customers. Complete sourcing checkout Implemented content changes within the sourcing checkout form for items without pricing in the Shopping Hub product catalog to align with the same intake questions in the off-catalog experience in Employee Center. Existing customers using both Shopping Hub and Employee Center see an alignment of questions in both experiences. As a requester, provide the contact details of a supplier that you’re interested in working with during intake of catalog items where pricing is needed. A supplier contact record is stored and created for procurement fulfillers to use when reviewing sourcing or purchasing details. Both existing and new customers see these changes. Requesting for products or services that you don't see on ShoppingHub Modified the intake form experience for requesters or employees requesting for multiple goods or services, or both, from Employee Center. These include the "I need a good" and "I need a service" intake forms or record producers. Additionally, there’s a new summary page within Employee Center to confirm the submission and item details. If existing customers take this new feature, they must apply the modified record producer payload to capture multiple goods or services, or both. Changes were made to the default intake form to enable each good or service, or both, to have the same or different delivery or service address, and dates. Existing customers can apply this experience to their own intake forms with their own questions. Sourcing and Procurement Operations integration with third-party sourcing solutions Implemented an additional ability within the integration framework for third-party sourcing tools to know when to close bids now, before the bids end date. In addition, if a supplier award has been made in a third-party sourcing tool, the award response would return to ServiceNow. Note: Currently, only a single supplier response can be returned to ServiceNow. Default email content and in-product alert messages are implemented to inform the employee or requester and the sourcing manager or fulfiller when a Request for Quote (RFQ) has been created in the third-party sourcing tool, and when a supplier award can be made in ServiceNow. Existing customers are additionally impacted by a consolidation of decision tables used to trigger the third-party sourcing tool integration. While one is deprecated, another is active and in use. Existing customers must ensure that they use the active decision table only. Customers with the entire Source-to-Pay (S2P) product suite, or any of the individual products within the S2P suite, now share the same workspace, where content within the workspace is role-based. Fulfillers see multiple or single landing pages, and have access to different lists based on their roles. Existing customers who built their own workspace landing pages for SPO, SLO, or APO will see their landing pages within the single workspace. A new related list tab for emails is now available to capture all business correspondence done over emails. This tab will display both sent and draft emails. Simplified the purchase line form for fulfillers to view contextual details within the sourcing and negotiation workflows, and the purchasing workflows. Existing customers will see a change in their form layout in both workspace and Platform views. Simplified the sourcing request form for fulfillers to easily navigate and discover fields that matter, to make sourcing decisions. Existing customers will see a change in their form layout in both workspace and Platform views. Enhanced the usability such that a fulfiller can now create a case with just one click from the Source-to-Pay Workspace. Simplified the case form for fulfillers to view only relevant fields. These will be rendered automatically depending on the type of the record. For example, if a related purchase requisition is populated, then the fulfiller will see the Order dependent on case field, and not the Sourcing decision dependent on case and Qualification dependent on case fields. Similarly, fields like Created date will no longer be visible because they are not adding any value to the case form and are just making it crowded. Create a procurement task As fulfillers, you can create procurement tasks with specific actions types from the Source-to-Pay Workspace pages, and assign them to employees or shoppers. The supported action types are Submit a form, Sign a document, and Upload a document. This helps shoppers understand what is expected of them to complete the tasks. There’s no impact on existing customers for tasks that are already created, and these new changes are effected with the upgrade. Shopper to-dos As shoppers, you can see tasks such as Submit a form, Sign a document, and Upload a document in your to-do list in Shopping Hub. Sourcing and Procurement Operations integration with Employee Center As employees, you can see tasks such as Submit a form, Sign a document, and Upload a document in your task page in Employee Center. You can also view the completed tasks in the Completed tab in your task page in Employee Center. Order a product with quick checkout As requesters or employees, you can submit a request to purchase a good or service with a past date within the intake form experience. These requests continue to be marked as after-the-fact purchases. Existing customers see the past date validation removed from the intake forms, so past dates are captured and passed to the database as valid responses. Shoppers can now navigate to punchout supplier sites from Shopping Hub or Employee Center and make purchases from external sites. Level 1 cXML-based punchout is now supported. A separate link is available for navigating to third-party supplier sites. A new widget page that lists out all third-party punchout supplier sites is also available. Introduced back-end workflows, interface tables, and logic to support Level 1 cXML protocol based punchout to third-party supplier sites. Shoppers can now view and make single supplier internal bundle purchases from Shopping Hub. Introduced back-end workflows and logic to support these single supplier internal bundle purchases. Using ShoppingHub Implemented additional user experience analytics for Shopping Hub to track user sessions, page activity, and navigation within My Purchases, to better understand product usage and user experience. Existing and new customers with the user experience application can see this event tracking to understand their users' Shopping Hub usage. Sourcing and Purchasing Automation Addressed a workflow compliance issue where the state within the sourcing and purchasing workflows could be changed manually, bypassing automation, thus causing downstream workflow and usability issues. The State field is made read-only, so that the state flow can adhere to the designed workflow and automation. Existing customers can no longer change the state manually for sourcing request, purchase lines, negotiation event, negotiation, and purchase requisition tables. Spendint API Enhanced the common integration framework to include: Inbound tables for purchase order, receipt, and cost allocations, which when populated create purchase orders, receipts, and cost allocations in the Sourcing and Procurement Operations tables. Scheduled jobs primary flow, which can be used by partners to develop jobs to fetch the data from ERP systems. Common error handling framework, which can be used as a standard framework for integrating with any ERPs. Note: There’s no impact on existing customers and these changes come in effect only with this upgrade. As fulfillers, view the integration error tasks that are being generated as part of the new integration framework structure. Components installed with Sourcing and Procurement Operations Provide alignment between all Source-to-Pay (S2P) products and expose more commonly used data points to the end user by rescoping the Supplier field to the Service Task (sn_spend_sdc_service_task) table. With this, all tables extending the Service Task table can pull in the Supplier field for a better task experience. If you're an existing customer, you can see the Supplier field deprecated from the Supplier Task table and made available in the Service Task table through a fixed script. Common Service Delivery Introduced new actions and user pages to support Supplier Lifecycle Operations task management features.
Strategic Planning	Enable or disable scoring frameworks Enable or disable the base system scoring frameworks as needed. Enabling or disabling the scoring frameworks can be done only by administrators.
Subscription Management	New Subscription Management experience The legacy Subscription Management experience was replaced in this release by a more efficient and streamlined interface.
Supplier Lifecycle Operations	Case playbook for specific supplier case types The Case playbook has been updated to no longer include approval activities for completing the following supplier case types: Supplier support request General inquiry Playbook for updating the supplier primary data The Review supplier primary data playbook has been updated to no longer include approval activities for completing the following supplier case types: Banking information change request Supplier information change request Supplier location change request
Third-party Risk Management	Terminated third parties are now available for new DD requests for onboarding You can now reactivate a third party that is in the Terminated status. You can select a terminated third party when you’re creating due diligence requests for onboarding new engagements. If such a request is accepted and closed, the third party's status is changed to Active. New [sn_svdp.allow_assessor_edit] property of Third-Party Risk Assessor role The default setting for the [sn_svdp.allow_assessor_edit] property enables Third-party risk assessors [sn_vdr_risk_asmt.vendor_assessor] to answer questions or modify responses in third-party questionnaires. For instructions on setting this property, see Configure TPRM properties. New [sn_vdr_risk_asmt.vendor_risk_admin] role The new [sn_vdr_risk_asmt.vendor_risk_admin] role can create and edit questionnaire templates and contains all the permissions of the [vendor_risk _manager] and [assessment_admin] roles. The permissions for creating and editing questionnaire templates have been removed from the [sn_vdr_risk_asmt.vendor_risk_manager]. For more information, see Roles in Third-party Risk Management. New Active option The new Active option enables Third-party risk managers [sn_vdr_risk_asmt.vendor_risk_manager] to turn a tier-based assessment submission rule on or off. When all rules are turned off, third-party risk assessments aren’t automatically generated by tier changes. For more information, see Create an automated risk assessment when the assigned risk tier changes—Legacy process. New configurations automatically attach external questionnaires to assessments You can now add questionnaires automatically to third-party risk assessments based on the final risk tiers that are calculated at the IRQ assessment or engagement level. This change is in addition to the existing feature that adds questionnaires to the third-party risk assessments in the due diligence workflow based on the responses from the IRQ questionnaire. The level at which the risk tier is calculated can be configured. Vendor Risk dashboard in Next Experience UI Framework Starting with version 18.1.3 of the Third-party Risk Management application, the Vendor Risk dashboard is no longer supported as part of the Next Experience UI Framework. The Vendor Risk dashboard is available for existing users that have installed Third-party Risk Management prior to 18.1.3.
UI Builder	Column layout improvements Reorder, delete, add, and rename columns in column layouts from the content tree and the stage. Controller component configuration improvements Use the simplified component configuration for controller properties to more easily connect to data and scripts from UI Builder pages. Simplified data binding Bind data visually using a simplified process for specifying tables, variables, and formulas. Data resource configuration improvements Browse, locate, add, and configure data resources using the new data drawer. Simplified addition of tabs Add tabs in UI Builder pages right from the stage. Improved image selection process More easily browse available platform icons to use in the Icon component. Simplified data binding As of UI Builder version 25.2, search for data bindings, browse data in a JSON view, and use undo-redo to correct any typos while binding.
User Experience Analytics	Basic tracking Basic tracking is disabled when the user opts out.
Virtual Agent	Now Assist in Virtual Agent changes Improved flow and enhancements for the Now Assist in Virtual Agent guided setup: Assistants tab contains a list of each Virtual Agent and the ability to create new ones. Skills for each Virtual Agent can be activated or deactivated. A skill can be deactivated across the entire instance. Each Virtual Agent can be associated with a search profile other than the default Virtual Agent search profile. The chat experience has advanced configurations that can replace the default setting. Promoted topics can be defined in Virtual Agent Designer (VAD) and reordered within the setup. Fallback options are used to route the user to a live agent, restart a conversation, or create an incident. AI search is triggered for knowledge base articles or catalog items when skills are not configured for the user. Web client public page default change Changed the public page defaults for new customers from Active is True to Active is False for the following pages: $sn-va-web-client-app sn_va_web_client_app_embed If desired, enable Public access in Conversational Interfaces > Settings > General for web client on portals only. System property changes The following changes were made to improve the conversational catalog experience: glide.cs.runtime.max_silent_fields: The default value was changed from 150 to 600. glide.cs.runtime.user_input_max_length: The default value was changed from 10240 to 409600. Virtual Agent Designer user input controls The Additional instructions for LLM field was removed from all LLM-enabled user input controls in Virtual Agent Designer in Washington DC patch 1 and added back in Washington DC patch 3.
Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console)	Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application name change The Vulnerability Response Integration with Microsoft Defender for IoT (on-premises) application was renamed to the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application.
Workspace	Record preview in Configurable Workspace Select the information icon () within a field to preview a record before opening it. Record preview available by using the Form bundle component within the Form component or using the standard record page template. Encrypt attachments added to a form Select module encryption when adding attachments within a form to maintain which roles have access to view the attachments. Save email drafts The manual Save button is no longer available on the email client. Email drafts save automatically after a number of seconds. Create a new email draft and view email drafts while saving the current email draft automatically. System admins disable auto-save or change the time between auto-save refreshes with property glide.email_client.auto_save_enable. Add email addresses into recipient fields Copy and paste email addresses into the recipient fields in the email client. Insert link to knowledge article in email Use Agent Assist to add a link to a knowledge article in an email to requesters. Pop-up dialog for Compose panel Interact with the Compose panel from a pop-up dialog to work with other areas of your workspace form simultaneously. Email composer in UIB Properties added in UIB for Email Composer to configure the Send Email button, insert links in emails, control the Create New Email, Discard, and View drafts buttons, and adjust the column layout. Event added in UIB for Email Composer to maintain the email subject after it's changed. Supported field types for forms Workspace supports the following field types in forms: Integer_date, XML, Script, Script_plain, Condition_string, Slushbucket. Declarative actions configuration improvements Collection of improvements to address declarative actions configuration experience including automatic creation of UXF Form Action and UX Form Action Layout Item records to reduce the number of manual disparate steps required to set up declarative actions, updates to navigation access to declarative actions, and support for icons and more button colors. Translations via payload for UXF Client Actions Translate text defined in your declarative actions payload by wrapping the value in a translate() call with single or double quotes. Unify actions in form layout Any existing layout displays an alert message with a button to unify actions which consolidates form actions into a single list for simplified display adjustments. New layouts are consolidated automatically.