Workspace release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
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    Summary of Workspace Release Notes Washington DC

    The Washington DC release of the ServiceNow Workspace application enhances tools for agents, case managers, help desk professionals, and managers, enabling them to effectively address customer inquiries and resolve issues. Key updates include improved navigation, file management, and enhanced email functionality.

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    Key Features

    • File Management: Set maximum file sizes for attachments to optimize storage.
    • UI Enhancements: Includes AI field recommendations and the ability to hide email headers for a cleaner email interface.
    • Activity Stream: Entries now display as tiles that can be collapsed for easier navigation.
    • Email Functionality: Automatic saving of email drafts, the ability to add attachments, and a pop-up dialog for the Compose panel.
    • Support for Field Types: Workspace supports various field types including Integerdate, XML, and Script.
    • Declarative Actions Improvements: Enhanced configuration experience with reduced manual steps for setting up actions.
    • Accessibility: Introduction of forty keyboard shortcuts to improve navigation for all users, particularly those with mobility or cognitive challenges.

    Key Outcomes

    These enhancements streamline workflows, enable better collaboration, and improve the overall user experience within the Workspace. Customers can expect increased efficiency in managing tasks and communication, leading to quicker resolutions for customer issues.

    The ServiceNow Workspace application provides agents, case manager, help desk professionals, and managers with tools to answer customer questions and resolve customer problems. Workspace was enhanced and updated in the Washington DC release.

    Workspace highlights for the Washington DC release

    • Manage file sizing for documents and attachments.
    • Organize access to attachments by role with module encryption.
    • Streamline workspace navigation with consolidated actions in the navigator, collapsed Activity stream entries with tiles, and updated navigation messages.
    • Get more versatility while working in your workspace with more supported field types, unified actions, and auto-save functionality for emails.

    See Configurable Workspace UI for more information.

    New in the Washington DC release

    Maximum file size allowed for attachments
    Setting the maximum file size provides storage space for attachments and documents in the workspace.

    UI changes

    AI field recommendations
    AI field recommendations appear in a field with a sparkle icon (Sparkle icon).
    Hide email header
    Use the Hide email header button in the email client to collapse recipient fields.
    Add attachments to an email

    Add attachments to an email by selecting the attachment icon (Attachment icon).

    Expand attachments in an email draft or hide attachments to compress them in the email draft.

    Tile entries in the Activity stream
    Entries listed in the Activity stream display as tiles and can collapse to show more entries without scrolling. Expand entries to view contents.
    Navigation message with links to switch scopes

    A navigation message supplies a link to the correct scope when you open an out-of-scope application.

    New events in UIB enable navigation messages with links.

    Changed in this release

    Record preview in Configurable Workspace

    Select the information icon (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.

    Activation information

    Workspace is a ServiceNow AI Platform® feature that is active by default.

    Accessibility information

    Keyboard shortcuts

    Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse device.

    Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard shortcut modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or Command + / for macOS).

    This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks.

    Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts Next Experience user preference was turned on. Those shortcuts are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information.