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Service Portal release notes

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Service Portal release notes

ServiceNow® Service Portal product enhancements and updates in the Jakarta release.

Service Portal is a portal framework that helps you build a mobile-friendly self-service experience for your users.

New in the Jakarta release

User criteria
Control user access to pages, widgets, widget instances, and search sources on a more granular level than user roles. User roles are automatically migrated to user criteria upon upgrade.
Activate the User Criteria plugin [com.glide.service-portal.user-criteria] to access this option. The plugin includes the following system properties:
  • glide.service_portal.user_criteria_enabled: Enable or disable user criteria after the plugin has been activated.
  • glide.sp.entitlement.override: Include a list of roles that user criteria ignores so that certain role types can access anything in the portal.
Condition builder
Use the platform UI condition builder in the Data table from URL definition widget to create more complex table searches. The condition builder is disabled by default. Administrators can enable using the widget instance options for the Data table from URL definition widget.
Contextual search
Narrow search results to specific sources by configuring the contextual search sources in the instance options of a search widget.
New Portal
Create a portal from directly within the Service Portal configuration page using the New Portal option on the configuration homepage.
Service Portal Properties page
Access the Service Portal properties page, which lists Service Portal configuration properties in one place.
Portal page Draft option
Select the Draft check box in a portal page so that pages remain unpublished in the portal. Draft pages display for Service Portal administrators but not end users.
System Properties
  • glide.sp.show_console_error: Sends a message to administrators when users encounter a browser error in Service Portal.
  • glide.service_portal.stream_entry_limit: Limits the number of entries that appear in the Ticket Conversations widget. The default number is 500.

Changed in this release

  • Shopping cart enhancements: In the shopping cart widget, users now have more options for managing their cart items.
    • Clear the shopping cart of all items.
    • Add a saved bundle to an open cart, or override the existing items in the cart with the saved bundle.
  • List, form, and widget improvements:
    • Updated the TinyMCE from the platform UI to widgets that use the HTML field
    • Limit the number of approvals listed in the Approvals widget. The default number of approvals listed is 10, but administrators can increase or decrease the number using the widget instance options.
    • Added Service Catalog related items to a separate plugin called Service Portal - Service Catalog [com.glide.service-portal.service-catalog]. The plugin is activated with the Service Portal for Enterprise Management [com.glide.service-portal.esm] plugin.
  • Accessibility improvements: Improvements to accessibility were made throughout the platform in congruence with WCAG 2.0 A standards. Improvements made specifically to Service Portal are listed here.
    • High contrast theme: Changes the Service Portal ESM to be more accessible for users who have a hard time seeing low contrast colors.
    • Screen reader title: Use the Edit Container background option in the context menu for to add a title that screen readers read aloud.
  • server.update(): Sends URL query parameters to the server. Previously the call to server.update() was sending a null value so if users wrote a condition that checked the query parameters for server.update() first, the server would return a null value and simply move on to the next condition. Now that the server.update() parameter returns an actual value, the server might not move on to check the next condition.

    Users should change the order of which parameter the server checks first.

  • getCatalogItem scriptable API: The getCatalogItem(String itemID) method was changed to getCatalogItem(String itemID, boolean isOrdering), which includes the old method but calls the new method, passing false to the isOrdering parameter.

    The isOrdering parameter indicates whether the system does a Create Roles security check or a Write Roles security check on the variables for a Service Catalog item. By default, which is set to false, the system does a check on write roles. When users are first ordering an item or have it in their cart, the parameter checks the create roles. If users are not in the process of ordering, for example, if they were looking at a requested item to see the variables associated with that item, then the parameter checks the write roles.

    This change affects the SC catalog item widget, the order guide widget, and the shopping cart widget. Any users who have cloned those widgets or who have a widget that uses the $sp.getCatalogItem call should update their methods to the new method signature. If you choose not to update the method calls, the variables go through a write roles check.

Activation information

Service Portal is active by default on new instances. For upgraded instances, you can activate the Service Portal for Enterprise Service Management plugin [com.glide.service-portal.esm] if you have the admin role. Activating the Service Portal plugin does not affect any existing Content Management System (CMS) configuration. For more information, see CMS and Service Portal.