- Keyboard accessibility improvements:
- Tab order is consistent with expectations.
- Button labeling.
- Improved access to different UI elements.
- Consistency for fields and UI elements that have hints (or tooltips).
- Tab-through and arrow keys move items around in a slushbucket.
- When focused on tabs, right and left arrow keys switch between tabs.
- Arrows keys work within menus to navigate between entries.
- Improvements for screen readers
- Screen readers announce when a page reloads
- Add alternative text to styles. For example, you can add alternative text to the VIP
style icon so that screen readers can call it out.
- In Connect, screen readers inform
users when a member leaves a conversation, when a user is added or removed from a
chat, and when uploads complete or fail.
- Variable names have been added to list collector variables to ensure that each
variable is unique. Screen readers would read the hard coded variable name more than
once if a list collector was on a page more than once.
- Color accessibility improvements
- Enable accessibility in the system settings to switch any color-heavy graphics, such
as charts or graphs, to use patterns in addition to colors.
- Style accessibility
- Improvements to alert color and font styles to make them more visible.
- Self-service password
reset: The Self Service
Password Reset plugin (
com.snc.password_reset) and the Password
com.glideapp.password_reset) plugin are active by default
for new instances and upgrades. By default, when the user requests a reset, the instance
sends the user a URL with a user-specific token. After the user opens the URL, the
instance prompts the user to enter and confirm the new password. The instance no longer
sends a temporary password by default.
|Automated Test Framework
- Field added to transaction
recorded_at field in the sys_atf_result_item and
sys_atf_transaction_mtom tables supports the ability to view transaction data for
automated test results.
||Refer to the API release notesfor
information on new scoped and global classes, as well as additional methods to
- fiscal_calendar_admin: role required to generate a fiscal calendar
- fiscal_calendar_user: role required to view fiscal periods
- Identification and Reconciliation
simulation: A central location for
automatically constructing a payload that is guaranteed to be complete and valid. You
can then simulate the processing of that payload by the identification engine to test
the results before actually submitting it for execution by the identification
- Identification engine
logging: To help troubleshoot
identification engine errors, debugging experience of the identification engine has
been enhanced. Identification engine logging is integrated with Event Management and Discovery, so when identification
errors are encountered, direct URLs to log details can be provided. URLs link to a
user-friendly display of logging details generated by the identification engine and
the service cache, grouped by Context IDs and run times. All logging is in the context
of a specific payload and a specific run of the identification engine, and can be
filtered by specific data source and specific time range.
- Data source refreshness
rules are now used to determine
if a CI is stale per specific data source.
- Identification and
Reconciliation application to Import Sets. The CMDBTransformUtil API supports a data set with a mapping to
reference fields in the CMDB. The CMDBTransformUtil API also supports source scripts
in imported data sets.
- CMDB Health:
Health inclusion rule
and identification inclusion lists lets you filter and
otherwise control the list of CIs that are included in the identification
- CMDB Health dashboard supports health monitoring and aggregation for CMDB health groups. You can
configure a separate set of scorecards thresholds for each CMDB group, per KPI or
- Relationship health in the CMDB dashboard provides the
- Relations not compliant with suggested relations
- Relations not compliant with containment rules
- Relations not compliant with hosting rules
- CI staleness rules are no longer shared with CI staleness identification by
Identification and Reconciliation.
- The property glide.cmdb.health.staleness has been removed.
Instead, a default staleness rule for the cmdb_ci class is included in the base
system. See CMDB health KPIs and
metrics for more details.
- The audit health metric supports scripted audits. See Prepare a scripted audit for the
compliance KPI for more
- If an audit health test is associated with multiple remediation tasks, then the
Task field on the CMDB Health Results
form contains one of the tasks, and
the Additional Tasks field contains the rest of the tasks.
- Relationship conditions in an orphan rule have been enhanced. You can now specify that
for a CI to be considered orphan, the CI either has no relationships or the CI does
not have a set of specified relationships.
- CMDB Query Builder:
- The class hierarchy can be filtered to display only classes that can connect to the
selected node on the canvas. For more information see Display Suggested
- Search for a saved query can be based on specific details such as name, creator,
query type, or any combination of these details. Search can also be based on a tag
that the user added to the query. See CMDB Query Builder for more information.
- Only a section of a query can be selected for running. See Run a partial CMDB
query for more information.
- The CI Metadata Editor is integrated into the CI Class Manager,
providing a centralized location and easy access to identification related rules,
reconciliation related rules, and metadata rules at the class level.
- CMDB group supports encoded queries, in addition to saved
- Guided setups for CMDB Health, Identification and Reconciliation, and Creating CI class
are included in the base system.
- The following 110 tables are added, increasing the total number of CMDB tables to
|Application Network Profile
|Cloud App Server
|Cloud IP Address
|Cloud Key Pair
|Cloud LB IPAddress
|Cloud Load Balancer
|Cloud Messaging Service
|Cloud Public IP Address
|Cloud Resource Base
|Cloud Storage Account
|Compute Security Group
|Tracked Configuration file
|Compute Security EP
|Customer Gateway EP
|External Network EP
|RabbitMQ Queue Endpoint
|Inter Connect Endpoint
|Internet Gateway EP
|Route Table EP
|SAP BO Servers Endpoint
|StoreFront Components Endpoint
|Virtual Private Gateway EP
|epicd app server
|LB Backend Server
|LB Cookie Stickiness Policy
|Load Balancer Listener
|Load Balancer Template
|Network ACL Rule
|Network Policy Group
|Cloud Mgmt Network Interface
|Remote Backup Template
|Schedule Policy Template
|Compute Security Group Template
|SNAT IP Pool
|Storage Access Policy
|Storage Default Template
|Storage Efficiency Template
|Storage Volume Snapshot
|VMware Distributed Virtual Port Group
|VMware Distributed Virtual Switch
|Virtual Private Gateway
|VM User Credentials
|VMware Network Adapter
- General Connect enhancements
- Connect Support enhancements
- When admins enable the glide.connect.support.reflect_system_messages property, all
information messages are included in the chat activity including when a support agent
or user leaves a chat conversation.
: This map property controls the
size and density of a map. The maximum value for this property is increased to 49.
glide.bsm.show_virtual_node_children: This map
property controls the density of a map when virtual nodes exist, affecting virtual
grouping of nodes in a Dependency Views map.
Flow Dependencies: This dependency type returns all
the server to server connections that were discovered using the Netflow collector.
: The CIs list in the integrated
Metric Explorer, is updated with the same new styling changes that were made in the Metric
- Business service node: A business service node on the map displays the CIs included in
the business service.
|Import and Export
- You can import JSON files.
- You can export to JSON when using Export Sets.
- You can export to JSON from a list.
- There is limited support for importing child (nested) arrays within an
- The Attributes field is visible by default on the LDAP Server
- Export logging:
- Provided detailed logging when imported data exceeds row size
- You can control the wrapping behavior of exported Excel files using the property
- You can import numeric values greater than 10 million from Excel when the property
glide.import.excel.enhanced_number_conversions is true.
- String exports:
- You can control how empty strings are treated during transformation using the
- Performance analytics on Android devices
Field service agent map
- You can use My
Map to view an agent's location and assigned tasks.
- Field Services Agent Calendar - You can view the Agent Calendar to see assigned tasks by
day, week, or month.
- Enhancements to notification preferences
- Notification form: Added the
Category field. Notification categories identify and group
related notifications. This field identifies the family of notifications to which the
notification belongs. Admins can add new or update existing
categories using the
Notification Category [sys_notification_category] table.
devices: Are called channels. Use the
Create Channel option in the
Notifications tab of the System Settings window to add or
update email and SMS channels.
subscriptions: Are renamed as personal
notifications. All users can subscribe to notifications that interest them and are
configured as subscribable. All users can also create preferences and conditions that
determine how and when their personal notifications are delivered, or unsubscribe from
them. To add personal notifications, use the Create Personal
Notification option in the Notifications tab of
the System Settings window.
- Email Client Templates
form: Includes the
Content field for admins to add HTML or plain text for the
- Base system notifications: Added unsubscribe and notification preferences
- Push notification
retention: Added support for
archiving and destroying push notifications that are no longer needed.
- Connect notification settings:
The Connect notification settings
previously listed in the Notifications tab of the System Settings
window are located in the Connect
category on the Notifications tab.
- Twilio account administration enhancements: Connect to and disconnect from a
Twilio account and avoid
overwriting the Twilio TwiML application. Prevent a ServiceNow instance from connecting to a
Twilio account if the account is already configured on a different ServiceNow instance.
- Performance homepage : Features a fresh, updated
interface and new functionality for investigating slowness in an instance. Includes data
from the database and application tiers, and also custom ServiceNow metrics. The interface
- Zoom controls to expand each graph and view time series details
- Aggregate summaries of time series graph data
- Graph overlay capability to compare two different data sources within a single
- Diagnostic event overlay on each graph that highlights performance anomalies
debugging: Added aggregate information
of slow metric patterns (slow transactions, scripts, queries, events, and mutexes) to
session-level output. Use the Debug Metric Statistics option to
generate this aggregate information and determine what makes a page load slowly.
- Contextual Security: Role
Management V2: Prevents
duplicate entries caused by inherited roles in the User Roles [sys_user_has_role] table.
This plugin is automatically installed on new instances starting with the Jakarta release and can be
activated for upgrades. The Contextual Security: Role Management Enhancements plugin is a
previous version of this plugin installed with the Geneva release.
- Access control rules in
application administration apps: If no access
control (ACL) rules for an application administration app are defined, global ACL rules
can apply to the application administration app's configuration records.
- 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.
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
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.
|System Update Sets
Preview update sets
: By default, the
system automatically starts the preview process after retrieving an update set or changing
the parent on a remote update set.
To change this behavior
, set the glide.update_set.auto_preview system property to false. In this case, you must start the preview process manually.
- More precise time stamp for
updated files: Determine
the precise time the system updated a file in your update set by inspecting the
Recorded At [sys_recorded_at] field on the Customer Update
[sys_update_xml] or Versions [sys_update_version] tables. This field is a more precise
time stamp of when the system updated or modified a file than the Updated
On [sys_updated_on] field.
Back out update set
: The choices for
resolving conflicts when backing out an update set have been re-named to more clearly
describe their effects. The option previously labelled "Back Out" has been changed to
"Decide to Use Previous." The option previously labelled "Use Current" has been changed to
"Decide to Keep Current."
- Warnings and confirmation dialogs: Added warnings and
confirmation dialogs help prevent update-set scenarios that commonly lead to
- Update operations limited to one at a time: To provide stability and consistency,
the system allows only one update operation at a time. Update operations include
upgrading, retrieving an update set, previewing an update set, committing an update set,
activating a plugin, Team Dev pushes, and Team Dev pulls.
- Upgrade engine performance significantly enhanced: The
performance of the upgrade engine is significantly enhanced, especially for in-family
upgrades. In-family upgrades are those in which the name of the release has not changed
but the version number has, such as for patches and hot fixes. For example, an upgrade
from Istanbul Patch 1 to Istanbul Patch 2 is an in-family upgrade but from any Istanbul
release to any Jakarta release is not. The upgrade engine is only optimized for
in-family upgrades in Jakarta and later releases.
Note: The performance improvement can be significant enough to
cause concern that your upgrade may not have run properly. As always, test your
upgrades, but do not assume that the upgrade was unsuccessful based just on the time
it took to execute.
- New dispositions on Upgrade
History Log: The upgrade history log has more
detailed information about the disposition of records processed by this upgrade.
- Upgrade schedule information and
action on Upgrade Monitor: When an upgrade is not in progress, the upgrade monitor displays the
date and time when the system will next check for an available upgrade. You can manually
trigger a check for an upgrade by clicking Check
- : The upgrade monitor displays a warning if records affecting how the
system checks for upgrades have been customized or are missing.
|User interface (UI)
- TinyMCE editor: The
HTML field editor was updated with the following improvements.
- Paste images, text, and formatted content all at once from Microsoft Word or
Microsoft Excel into a form HTML field.
- New icons.
- Video support for flash animations (.swf), MPEG-4 Video (.mp4), and WebM Video
attachments: MPEG-4 (.mp4) or WebM video (.webm) files attached to a form
plays within the activity stream, rather than downloading directly to the file system.
MPEG-4 (.mp4) files uploaded in the Safari browser still download as usual instead of
playing directly in the browser.
- Reference icon preview:
When list v3 is enabled, all reference icons () on lists and forms show a preview with the option to the open the record,
regardless of whether list v3 or list v2 is in use.
- List v3 updates:
- Enhancements to the group by option in a table
- Live lists and live related lists are enabled by default. Disable live lists by
navigating to Enables real-time record updates on List
v3 check box. Disable live related lists by searching for the live
related lists property
[glide.ui.list_v3.enable_live_related_lists], then change the
value to False. For more information on this functionality, see
and clearing the
- Navigate directly to a
table: In the application navigator, append any valid table name with
.config to navigate directly to the personalize_all.do view of
the table. For example, typing incident.config opens the incident
table configuration view. Typing .CONFIG opens the
personalize_all.do view of a table in a new tab or window.
: new field type that enables you to
map text values.
improvements: Improvements to accessibility were made throughout the platform
in congruence with WCAG 2.0 A standards. Improvements made specifically to the UI are
- Error messages appear in a message at the top of a form screen rather than in a
browser pop-up window.
- The Contrast UI theme included with previous versions was renamed to Black and White
to make way for the accessibility-related Contrast UI theme.
|Visual Task Boards
- REST APIs read replica support:
- The Table, Aggregate, and Attachment APIs support the
sysparm_query_category parameter. This parameter is equivalent
to the existing sysparm_read_replica_category parameter.
- You can get the value of the sysparm_query_category or
sysparm_read_replica_category parameters in a Scripted REST API
- REST API Explorer:
- You can no longer send REST requests as a different user from the REST API explorer.
To send a REST request using different credentials, use a script such as the provided
scripts from the REST API explorer.
- RESTResponseV2 and SOAPResponseV2 APIs:
- The RESTResponseV2 and SOAPResponseV2 APIs provides the
getAllHeaders() function to return all headers contained in the
response, including duplicate headers.
- Outbound REST Message error handling:
- The HTTP status of the response is 0 instead of 500 when you run a test outbound
REST message and no response is returned by the target server.
- The fields Error Code and Error
Message now appear on the Rest Message Test Runs table. These fields
display relevant information if there was an error when testing an outbound REST
- Scripted SOAP web services: