Connect release notes

ServiceNow® Connect enhancements and updates in the Helsinki release.

Helsinki upgrade information

With Geneva and Helsinki you have the option to upgrade from legacy chat to Connect Support. When Connect Support is enabled, users designated as support agents have access to the support tab of the Connect sidebar.

Legacy chat and Connect Support cannot be used concurrently. Starting with Helsinki Patch 2, when you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats.

If you use the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support.

Activation information

Connect is active by default on new instances. For upgraded instances, you can activate the Connect plugin (com.glide.connect) if you have the admin role.

You can activate the Connect Support plugin (com.glide.connect.support) if you have the admin role. This plugin includes demo data. If you are currently using the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support. Legacy chat and Connect Support cannot be used concurrently. Starting with Helsinki Patch 2, when you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats.

User interface requirements

UI16 or UI15 is required to use Connect.

Browser requirements

  • The latest public release of Firefox or Firefox ESR
  • The latest public release of Chrome
  • Safari version 6.1 and later
  • Internet Explorer version 10 and later
    • Edge mode is supported.
    • Compatibility mode is not supported.
    • Setting Security Mode to High (via the Internet Options > Security tab) is not supported.
    • Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially in Windows 7.

New in the Helsinki release

Audio notifications
Connect can generate audio notifications to alert users of activity. Audio notifications are enabled for all conversations by default. Users can customize their audio notification settings the same way as any other Connect notification type.
Activity stream mentions
When someone mentions you in the activity stream of a record you are not following in Connect, you receive Connect notifications you enabled globally, except for email notifications. You receive a different email notification, which is configured outside of Connect. If you are following the record in Connect, you only receive notifications according to your notification preferences for the record conversation.
Connect Properties page
Administrators can access the Connect Properties page, which lists several Connect configuration properties in one convenient place. Most of the properties impact Connect Support and Connect Chat.
Connect Support Properties page
Administrators can access the Connect Support Properties page, which lists several Connect Support configuration properties in one convenient place.
Connect Support metrics
Administrators can activate a homepage and Performance Analytics dashboards, which contain helpful Connect Support metrics.

Changed in the Helsinki release

  • General Connect enhancements:
    • Minor design changes improve accessibility and user experience.
    • Clicking an avatar in a conversation opens a popover that contains profile information for the user and a shortcut to send a direct message.
    • Conversations display link previews, including inline videos, GIFs, and images. Administrators control this functionality with the new connect.retrieve_external_link_content property, which they can disable on the Connect Properties page.
    • Conversations display improved record previews, which include the assignee avatar and the time of the most recent update.
    • If a user does not have access to a record shared in a conversation, the user sees a security constraint message in place of the record preview.
    • Connect mini windows can be closed by pressing the Escape key.
    • When you receive new messages in a collapsed conversation, the Connect mini window header turns blue and pulses briefly for easy identification.
    • You can click an attachment in a Connect mini window to open a preview.
    • The Connect Chat module is added to the Self-Service application menu. The module opens the Connect workspace.
    • The Actions module, which provides administrators with access to Connect actions, is available with Connect by default. Previously, Connect Support was required to access the module.
    • The Action Icons module is added to the Collaborate application menu under Administration. The module provides a glossary of icons that administrators can use for Connect actions.
  • Connect Chat enhancements:
    • For record conversations, only users who have access to the record can be added as members.
    • For record conversations, attachments sent in the conversation are added as attachments to the underlying record.
  • Connect Support enhancements:
    • Administrators can configure the number of seconds a user must be inactive in a support conversation before the system displays idle messages. They can control this functionality with the new connect.support.idle.count_down and connect.support.idle.delay properties on the Connect Support Properties page.
    • Connect Support adds the Document table and Document ID fields to the Chat Queue Entry [chat_queue_entry] table. When an agent creates an incident from a support conversation, these fields are set to reference the incident.