Combined Workforce Optimization for ITSM release notes for upgrades from Vancouver to Xanadu

How to use this page

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

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 Workforce Optimization for ITSM to Xanadu

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


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

New features

Between your current release family and Xanadu, new features were introduced for Workforce Optimization for ITSM.


Release	Release notes
Vancouver	Celebrate your teams' wins using Applaud As an admin, you can configure occasions and notifications for agents and managers. As a manager, you can recognize your team, get notified when your team is recognized, and analyze recognition feeds. As an agent, you can recognize your peers, get notified when you're recognized, and analyze your recognition feeds. Creating matching rules for efficient work item assignments As an admin, create matching rules to enable more efficient assignment of work items by identifying those agents who are appropriate for the assignment. Using filters to narrow down the display of team members As a manager, in Work scheduler, you can narrow down the display of team members by your team's assignment group, skills, location, schedule plan, or shift plan. Including or excluding user criteria for event types As an admin, control user access for event types such as meetings or training so users can manage the event types relevant only to them. Verifying user access for your groups or team members As a manager, verify the access of your group or team members to create, read, write, or delete events. Customizing which users and groups need access to Workforce Optimization for ITSM As an admin, you can do the following: Provide access to specific groups in the Workforce Optimization for ITSM manager workspace so that they can access only the assignment groups relevant for the logged-in user. Customize the logic for including access to specific groups in the Workforce Optimization for ITSM manager workspace by using extension points. Adding a quiz as a course item to a learning path As a manager, add a quiz to a learning path to assess user understanding and assign the path to your team members. As an agent, you can enroll in a learning path that includes a quiz to test your knowledge. Creating, editing, or deleting an event of the custom event type As a manager, you can create events of a custom event type. You can also edit the event to make changes or remove from your calendar. Configuring the properties to add event attendees As an admin, you can configure the attendeesFieldForAgent properties for any event category to enable agents to add attendees to the event. By default, agents can add attendees to the meeting and training event types. Editing or deleting events As an agent or team member, you can add, edit, or delete meeting or training event types that you created. If you are the logged-in user and the event has been assigned to you, you can also add, edit, or delete work event types. Removing groups in a schedule As a manager, when you delete one or more groups in a schedule plan, all agents who are part of the deleted groups are removed from the shifts in the schedule. Deleting an event for a team member deletes it for all participants in that event As a manager, when you delete an event for a team member in the team calendar, the event is deleted for other participants in the event.
Washington DC	Integrate Coaching with Learning with ServiceNow University Gain ServiceNow skills using ServiceNow University after you integrate it with Coaching with Learning.
Xanadu	Admin Console Experience Use the admin console to set up and configure the Workforce Optimization for ITSM application. Synchronize the schedule calendar with Microsoft Outlook When you synchronize the agent's calendar in the Schedule module with Microsoft Outlook, agents can view all your schedule, shifts, and events that display in the agent calendar also in your Microsoft Outlook calendar. Recurring events in the team calendar When you create an event, you can make it a recurring event.

Changes

Between your current release family and Xanadu, some changes were made to existing Workforce Optimization for ITSM features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Reflow for configurable workspace Workforce Optimization for ITSM 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 information about how to upgrade, see the Accessibility information section that follows. Renaming a published schedule You can edit the name of a schedule after it is published.

Removed

Between your current release family and Xanadu, some Workforce Optimization for ITSM features or functionality were removed.


Release	Release notes
Vancouver	The following fields have been removed from the Event Types form: Manager Access Allow Agent Create Allow Agent Edit Allow Agent Delete Access control for event types is now performed by using User Criteria. If you upgrade to Vancouver, the existing access settings are preserved.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Workforce Optimization for ITSM features or functionality were deprecated.


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

Activation information

Review information on how to activate Workforce Optimization for ITSM.


Release	Release notes
Vancouver	Install the Workforce Optimization for ITSM (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM. 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	Install the Workforce Optimization for ITSM (sn_wfo_cfg_itsm) application by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM. 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.
Xanadu	Activate the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM 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.

Additional requirements

If any additional requirements were introduced or changed for Workforce Optimization for ITSM we have noted them here.


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

Browser requirements

If any specific browser requirements were introduced or changed for Workforce Optimization for ITSM we have noted them here.


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

Accessibility information

Review details on accessibility information for Workforce Optimization 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.
Xanadu	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The 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. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

Localization information

If there are specific localization considerations for Workforce Optimization for ITSM we have noted them here.


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

Highlight information

If there are specific highlight considerations for Workforce Optimization for ITSM we have noted them here.


Release	Release notes
Vancouver	Control user access to event types like training or meetings based on defined conditions. Enable users to test their knowledge after they complete a course. Assign work to the right team members by using rules to display matching team members in Work scheduler. Provide a means for people in your organization to express appreciation of team and individual achievements through Applaud. See Workforce Optimization for ITSM for more information.
Washington DC	Enable your users to gain ServiceNow skills by integrating with ServiceNow University. See Workforce Optimization for ITSM for more information.
Xanadu	Use the Workforce Optimization for ITSM Admin Console to configure your application. Synchronize team calendars and events with Microsoft Outlook. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Workforce Optimization for ITSM for more information.