Properties for Connect

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Properties for Connect

    The Connect Properties page in ServiceNow provides essential configuration options to customize and control the Connect Chat experience. These settings are accessible to administrators viaConnect > Administration > Propertiesand influence both Connect Chat and Connect Support functionalities. Notably, Connect Chat requires the Core UI and is not compatible with the Next Experience UI.

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    Key Features

    • Disable Presence: Administrators can globally disable user presence indicators across the platform using glide.ui.presence.disabled.
    • Enable or Disable Connect Overlay: The collaboration.frameset property controls the visibility of the Connect overlay, affecting both Connect and Connect Support.
    • External Link Metadata Rendering: The glide.ui.url.external and glide.ui.url.external.content properties enable richer message content by rendering metadata for external URLs such as YouTube or news articles.
    • Email Notification Interval: Using collaboration.emailinterval, administrators define the wait time before offline users receive unread message notifications via email.
    • Conversation Search Limits: The connect.search.conversationlimit property sets the maximum number of recent conversations displayed during a search.
    • Notification Audio: Customize the audio alert for new messages, support transfers, and mentions via connect.notification.audioalert, which references audio files in the dbaudio table.
    • Role-Based Access Control: The connect.roles property allows restricting Connect access to specific user roles. Leaving it empty permits all roles.
    • Collaboration Buttons on Task Forms: glide.livefeed.taskheaderbutton controls whether buttons to view collaboration conversations or live feeds appear on task forms. This requires the Connect overlay to be enabled.
    • Live Feed Icons and Follow Buttons: Administrators can configure the display of Live Feed icons and Follow buttons on forms via glide.livefeed.taskheaderbutton with options to show either or both features.
    • Legacy Chat Link Visibility: The glide.connect.enabled property hides or shows the legacy chat "Create or Join Chat Room" link on the Incident form to avoid conflict with Connect Chat.

    Practical Implications for ServiceNow Customers

    By fine-tuning these properties, administrators can tailor the Connect experience to align with organizational policies and user needs. This includes managing user presence visibility, controlling access through roles, enhancing message content with external metadata, and customizing notification behaviors. Proper configuration ensures smooth collaboration, optimal user engagement, and avoids conflicts such as those between legacy chat and Connect Chat.

    The Connect Properties page provides several configuration options for Connect.

    Important:

    Core UI is required to use Connect Chat. Connect Chat is not supported in Next Experience. If you turn on Next Experience, Connect Chat will no longer work. See Next Experience UI for more information.

    Users with the admin role can access these properties by navigating to Connect > Administration > Properties.

    Note:
    Many of the properties also impact Connect Support.
    Table 1. Properties for Connect
    Property Description
    Disable Presence

    glide.ui.presence.disabled

    		 Turns off user presence globally when enabled. Enabling this property turns off user presence throughout the platform, not just in Connect.
    • Type: true | false
    • Default value: false
    • Location: Connect > Administration > Properties
    • Learn more: User presence
    Enable Connect in the frameset

    collaboration.frameset

    		 Determines whether the Connect overlay is visible (enabled). This property also impacts Connect Support.
    Enable Connect to retrieve external link metadata in order to render richer content in messages with links to YouTube, news articles, images, etc.

    glide.ui.url.external, glide.ui.url.external.content

    		 Enables Connect to render URLs for external sites as links. When this property is disabled, URLs that point anywhere outside the instance appear as plain text. This property also impacts Connect Support.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Administration > Properties
    Number of minutes to wait before collecting unread messages and sending an email to offline users.

    collaboration.email_interval

    		 Sets the number of minutes the system waits before sending a Connect notification email to an inactive user.
    Maximum number of latest conversations to show during search. (Default = 50) Sets the number of results that appear when you search conversations in Connect. In the System Properties [sys_properties] table, this property appears as connect.search.conversation_limit.
    • Type: integer
    • Default value: 50
    Audio file to play to notify users of new messages, support conversation transfers and @mentions in Connect. This property's value should point to the 'name' field of an audio file in the db_audio table.

    connect.notification.audio_alert

    		 Specifies the audio file to play to notify users of new messages, support conversation transfers, and @mentions in Connect. This property's value must point to the Name field of a record in the Audio File [db_audio] table. This property also impacts Connect Support.
    Comma separated allow list of roles able to access Connect. Empty allows all roles.

    connect.roles

    		 Determines which user roles are required to access Connect. When the value is blank, no role is required. This property also impacts Connect Support.
    Note:
    If you choose to restrict Connect access to specific roles, consider updating the role requirements for Connect modules and other access points.
    • Type : string
    • Default value: <empty>
    • Location: Collaborate > Administration > Properties
    Determine whether or not a button is shown in task forms to view the Collaboration document conversation or Live Feed Record Feed related to the task. Note: The Collaboration button will only be enabled if the frameset view is also enabled with collaboration.frameset = true

    glide.live_feed.task_header_button

    		 Determines whether the show Live Feed icon (Show Live Feed icon) and Follow button are available in the form header of tables that have the live_feed=true dictionary attribute.
    • Type: choice list
    • Default value: collaboration
    • Other possible values:
      • both: enables both the show Live Feed icon and the Follow button.
      • live_feed: enables the show Live Feed icon.
      • none: disables both the show Live Feed icon and the Follow button.
    • Location: Collaborate > Administration > Properties
    • Learn more: Configure record conversations
    Disable the legacy chat "Create or Join Chat Room" link on the Incident form (Must have Chat plugin enabled to see link)

    glide.connect.enabled

    		 Hides the Create or Join Chat Room related link, which appears on the Incident form when legacy chat is enabled. Legacy chat and Connect Chat should not be used concurrently and this property should not be modified.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Administration > Properties