Embedded Help system properties

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Embedded Help system properties

    Embedded Help is enabled by default in ServiceNow instances, providing contextual assistance directly within the platform. Administrators can customize how Embedded Help behaves by configuring specific system properties accessible via Embedded Help > Properties. These settings control features such as automatic closing of help panes, content synchronization, video display, and content sourcing.

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    Key Features

    • Auto-close Help Pane: The com.glide.embeddedhelp.autoclose property controls whether the help pane closes automatically when users start a tour or return to Guided Setup. Default is true.
    • Content Delivery Timeout: The com.glide.embeddedhelp.cdntimeout property defines how long (in milliseconds) the system waits for content from the CDN before timing out. Default is 2000 ms.
    • Enable Embedded Help Plugin: The com.glide.embeddedhelp.enabled property toggles the overall activation of Embedded Help on the instance. Default is true.
    • Video Content Display: Controlled by com.glide.embeddedhelp.enablevideo, this property allows embedded videos and descriptions to be shown in help content. Videos must be enclosed within a <div class="video"> tag. Default is true.
    • Content Synchronization: The com.glide.embeddedhelp.sync property enables the instance to check the CDN for updated help content based on the last sync date. Default is true. If disabled, help content is not updated from the CDN.
    • Sync Frequency: Set by com.glide.embeddedhelp.syncfrequency, this defines the number of days between CDN content checks. Default is 15 days.
    • Self-Hosted Sync: The com.glide.embeddedhelp.syncselfhosted property specifies if a self-hosted instance synchronizes content with the CDN. Default is false.
    • Content URL: The com.glide.embeddedhelp.url defines the source location for dynamically retrieved embedded help content. The default value varies by instance.
    • Help Version: The com.glide.embeddedhelp.version property defines which instance version’s help content is displayed. Default is "Jakarta." If left blank, help matches the current instance version.
    • Guided Setup Actions Persistence: Available via the sysproperties table, com.glide.embeddedhelp.guidedsetup.persistactions controls if Guided Setup actions appear on all pages or only the initial page. Default is false, showing actions only on the initial page.

    Practical Use for ServiceNow Customers

    By adjusting these properties, administrators can tailor the embedded help experience to meet their organization's needs—improving user adoption and support efficiency. For example, enabling video content can enhance instructional clarity, while controlling sync frequency ensures help content remains current without excessive network calls. The ability to disable embedded help or auto-close functionality allows customization of user interaction flow. Understanding and configuring these properties helps maintain an effective, user-friendly embedded help system aligned with your instance’s deployment and usage requirements.

    Embedded help is active by default on your instance. The administrator can change system properties to modify how the instance interacts with embedded help.

    The administrator navigates to Embedded Help > Properties to change these properties.

    Table 1. Embedded help system properties
    Name Description
    com.glide.embedded_help.auto_close Auto-closes the help pane when the user clicks Start a Tour or Back To Guided Setup.
    • Type: true | false
    • Default value: true
    com.glide.embedded_help.cdn_timeout Duration in milliseconds at which a content pull from the Content Delivery Network (CDN) is timed out.
    • Type: integer
    • Default value: 2000
    com.glide.embedded_help.enabled Enables the embedded help plugin for activation.
    • Type: true | false
    • Default value: true
    com.glide.embedded_help.enable_video Enables users to see embedded videos in help content. The administrator can embed video and a description, but if this property is false, the video and description are hidden in the help pane.
    • Type: true | false
    • Default value: true
    Note:
    When you embed video content, enclose the video embed code and description inside a <div class="video"> tag. If you disable the property, the content inside the <div class="video"> tag is hidden when the content is displayed.
    com.glide.embedded_help.sync Enables the instance to look in the CDN for updated content when a user accesses a UI page. The instance checks the Last sync date in the topic against the specified frequency to determine whether to look in the CDN for updated content.
    • Type: true | false
    • Default value: true

    If the property is disabled (false), the embedded help content is never synced with CDN topic updates.
    com.glide.embedded_help.sync_frequency Specifies how many days must pass from the Last sync date in the topic for the embedded help process to look for updated content in the CDN.
    • Type: integer
    • Default value: 15
    com.glide.embedded_help.sync_self_hosted Specifies whether a self-hosted instance syncs content with the CDN.
    • Type: true | false
    • Default value: false
    com.glide.embedded_help.url Lists the location from where embedded help is dynamically retrieved.
    • Type: string
    • Default value: varies
    com.glide.embedded_help.version Specifies the instance version for which help is displayed.
    • Type: string
    • Default value: Jakarta

    If blank, displays the help for the version the instance is currently running.

    The following system property is available by navigating to the [sys_properties] table.

    Name Description
    com.glide.embedded_help.guided_setup.persist_actions Enables Guided Setup actions in the embedded help panel that are based on states to display on all pages. An example is the Mark as Complete action. The default behavior (false) is to only show actions on the initial Guided Setup page.
    • Type: true | false
    • Default value: false