Combined Service Operations Workspace for ITSM release notes for upgrades from Vancouver to Washington DC

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Service Operations Workspace for ITSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Washington DC.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Service Operations Workspace for ITSM to Washington DC

Before you upgrade to Washington DC, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release

Release notes

Vancouver

Ensure that the following applications have compatible upgraded versions:

Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont)
Service Operations Workspace ITOM Applications application (sn_sow_itom_cont)

Table 1. Compatible SOW versions
SOW-ITSM (sn_sow_itsm_cont)	SOW-ITOM (sn_sow_itom_cont)
1.1.x	21.0.y
1.2.x	21.1.y
1.3.x	21.2.y, 21.5.y, and 21.6.y
2.0.x	22.0.y
2.1.x	22.1.y and 22.y.y
4.0.x	24.y.y

Here, x is the sub-version of Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont) and y is the sub-version of Service Operations Workspace ITOM Applications application (sn_sow_itom_cont).

If the upgraded instance has any of the following customizations, you need to migrate standard record page changes. For more information, see Configure a Standard Record Page in Service Operations Workspace.

Any custom declarative action of the client type
Any custom modal
Any custom horizontal tab or contextual side panel tab's screen or screen condition

After the 3.0 upgrade, the Recommendation Framework feature is no longer available, and instead, only the standard version of the Recommended Actions for ITSM feature is available.

Washington DC

No updates for this release.

New features

Between your current release family and Washington DC, new features were introduced for Service Operations Workspace for ITSM.


Release	Release notes
Vancouver	Admin console Quickly access and manage customizations in Service Operations Workspace for ITSM from a single console. Genius results for a search query Display relevant answers to a search query. The answers then appear as genius result cards with the regular search results. Your user can view the answers and actions at one time. Remedial action enhancements Cancel the remedial action (End process or Restart service) playbook by using the Cancel action option on the playbook panel. Control the duplicate concurrent execution of the remedial actions by using the Allow concurrent execution option in the Remedial Action Type and the Consider for concurrency check option in the Remedial Action Parameter. CI action and metric definition enhancements In the Adapter configuration, define the time (in seconds) for duplicate metric requests not to run when a metric request is already running. In the Action configuration, define the time (in seconds) for duplicate action requests not to run when an action request with the same parameters is already running. Exploring Recommended Actions for ITSM in Service Operations Workspace Configure and display the relevant actions to agents based on the record context. Agents can quickly and easily take these actions to help customers and resolve issues. Collaboration in Service Operations Workspace Communicate and collaborate in real time to resolve the incidents and other records on Service Operations Workspace. Make conference calls by using a service provider supported by the Notify framework, so that you can collaborate with stakeholders, responders, and users. Initiate a sidebar or Microsoft Teams chat from an incident and other records to work toward the resolution of an incident. Send an SMS invite from an incident and other records on Service Operations Workspace. Customization of the Assign and Resolve dialog boxes for an incident and change request Starting in version 3.1, display the fields of your choice on the Assign and Resolve dialog boxes. For an incident, you can customize the Assign and Resolve dialog boxes. For a change request, you can customize the Assign dialog box. Generative AI skills in Service Operations Workspace for ITSM Starting in version 3.1, propose quicker resolutions by understanding the chat and incident context. You can summarize an incident, generate incident resolution notes, and summarize a chat interaction. Standard record page Starting in version 4.0, improve the experience of upgrading record pages by using the standard record page. It is built using presets, controllers, and extension points that simplify the component configuration. For an incident record, you can customize the various UI components of an Incident record page using standard record page configuration to enhance your experience. For more information, see Incident record page customization. Device health visualization Starting in version 4.0, view all the available metrics that are collected for the selected CI through the Digital End-User Experience (DEX) architecture. Incident notification configuration Starting in version 4.0, categorize incident notifications as Incident in the notification preferences so agents can easily turn on and off all the notifications for a specific category.
Washington DC	No updates for this release.

Changes

Between your current release family and Washington DC, some changes were made to existing Service Operations Workspace for ITSM features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Removed

Between your current release family and Washington DC, some Service Operations Workspace for ITSM features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Deprecations

Between your current release family and Washington DC, some Service Operations Workspace for ITSM features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Activation information

Review information on how to activate Service Operations Workspace for ITSM.


Release	Release notes
Vancouver	Service Operations Workspace for ITSM is active by default and its default version is 2.1 in Vancouver. When you upgrade from any previous release to Vancouver from ServiceNow Store, Service Operations Workspace for ITSM 2.1 is automatically installed. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Washington DC	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Service Operations Workspace for ITSM we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Service Operations Workspace for ITSM we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Accessibility information

Review details on accessibility information for Service Operations Workspace for ITSM, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Localization information

If there are specific localization considerations for Service Operations Workspace for ITSM we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Highlight information

If there are specific highlight considerations for Service Operations Workspace for ITSM we have noted them here.


Release	Release notes
Vancouver	Get quick access to various administrator configurations by using the admin console. Display the best possible response to a search query by using genius results. Cancel the execution of the remedial actions that are in progress. Control the concurrent or duplicate execution of remedial actions. Resolve incidents quickly by using guidance recommendations and field recommendations for an incident. Support short messaging service (SMS) and voice channels on the ServiceNow AI Platform to communicate with your stakeholders about resolving incidents. Starting in version 3.1, you can: Use multiple generative AI skills and features that enable agents to understand the chat and incident context. Customize the Assign and Resolve dialog boxes for an incident and change request. Starting in version 4.0, you can do the following: Simplify the upgrade experience using the standard record page for various record forms. View all the available metrics to determine the device health of the selected CI using the Digital End-User Experience (DEX) console. Categorize all the incident notifications in the notification preferences so agents can easily turn on and off all the notifications for a specific category. See Service Operations Workspace for ITSM for more information.
Washington DC	No updates for this release.