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New features and products in London

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New features and products in London

Cumulative release notes summary on new London features and products.

New products were introduced in London, and additional features were added to existing ServiceNow products.
Application or feature Details


Table 1. New scoped classes and additional methods to existing scoped classes
Class Activated with Methods
Client MetricBase deleteSeries()
DiscoveryAPI Discovery discoverIpAddress(), reportCiIpAddressStatus(), reportCiStatus()
Flow Flow Designer startAsync()
GlideSecurityUtils Now Platform cleanURL(), enforceRelativeURL(), escapeScript(), isURLWhiteListed()
GlideStringUtil Now Platform dotToUnderBar(), escapeAllQuotes(), escapeForHomePage(), escapeHTML(), escapeNonPrintable(), escapeQueryTermSeparator(), escapeTicks(), getHTMLValue(), getNumeric(), isBase64(), isEligibleSysID(), newLinesToBreaks(), normalizeWhiteSpace(), unescapeHTML()
GlideXMLUtil Now Platform removeInvalidChars(), validateXML()
Interaction Interaction Management create(), getInteraction(), transferToAgent(), transferToQueue(), accept()
InteractionQueue Interaction Management get(), isAgentFor(), acceptNext()
Messaging Messaging Notification send()
ReportCiStatusOutputJS Discovery getCiOperationStatus(), getCmdbCI(), getDiscoveryState(), getIpAddress(), getIssues(), getIssuesLink(), toJson()
SentimentAnalyser Sentiment Analysis analyze(), analyzeWithLanguage(), analyzeMultiple(), analyzeMultipleWithLanguage(), getDefaultConnector(), getConnectorByName()
SPScriptedFacet Service Portal addFacetItem()
SPScriptedFacetService Service Portal createFacet(), createMultiChoiceFacet()
Subflow Flow Designer startAsync()
TransformPart MetricBase resample(), iqr()
UserCriteriaLoader User Criteria Scoped API getAllUserCriteria(), getUserCriteria()
Table 2. New global APIs
Class Activated with Methods
BusinessServiceManager Now Platform addCI(), addManualConnection(), migrateManualToApplicationService(), populateApplicationService(), removeCi(), removeManualConnection()
CMDBDuplicateTaskUtils Now Platform createDuplicateTask()
Table 3. New client classes and additional methods for existing classes
Class Activated with Methods
GlideUIScripts Now Platform getUIScript()
Table 4. New REST APIs
API Activated with Method
Application Service API Now Platform
  • api/now/cmdb/app_service/create
  • api/now/cmdb/app_service/{sys_id}/getContent
Task Communication Management API Incident Management - Major Incident Management sn_comm_management/task_communication_management/communication_detail/{taskSysId}
Major Incident Management API Incident Management - Major Incident Management sn_major_inc_mgmt/mim/status/{incidentSysId}
Service Catalog API Now Platform sn/sc/servicecatalog/variables/{sys_id}/display_value
Interaction API Interaction Management /api/now/interaction


Enable accessible tooltips
Enable accessible tooltips on a form. When accessible tooltips are enabled, a tooltip icon appears next to fields on a form. When focus is on the icon, a tooltip appears describing the field and whether or not it is mandatory.
Your users can enable this option from the General tab of the system settings menu. You can also enable this preference for your users by navigating to User Administration > User Preferences and searching for the preference glide.ui.accessibility.accessible.tooltips preference. Accessibility must be enabled for this user preference to apply.
Slushbucket multi-select
Select multiple items in a slushbucket by pressing the spacebar to select each item. Use the arrow keys or the Tab key to navigate to the Add button to move items from one list to another.
Open Card Details button on task cards
View more card details in a task board by using the Tab key to navigate to the Open Card Details button.
Configure a Windows 64-bit host to use 32-bit NVDA with Java applications
The NVDA Assistive Technology screen reader is a 32-bit application that, when the Java Access bridge has been enabled, reads aloud Java applications built to support accessibility. If you encounter a problem using NVDA to access Java applications on a 64-bit Windows host, you must configure the Java Access bridge.

Agent Intelligence

Use Agent Intelligence for HR Service Delivery
Use the default Agent Intelligence records as templates to create HR Service Delivery solutions.
Export trained solutions to production
Refine and test your machine-learning (ML) solutions iteratively on a non-production instance, and then use update sets to export the changes to your production instance. By following this process, you reduce the risk of having to retrain solutions on your production instance.
Review increased support for solution class predictions
Note that in the Kingston release, the system used the top 25 classes with the highest number of records when it built a solution. In this release, it uses the top 50 classes, increasing the amount of historical data it processes to predict the class confidently.
Copy a solution definition
As you create separate solution definition records for each predictive model you want to support, you can copy a record and its configuration into a new form by clicking Copy Solution Definition from the context menu of the original record. Use the new record to make further solution updates without reconfiguring the entire solution definition.
Choose language processing for your solution definition
As you create and train a solution definition, you can select the prime language of the dataset you are training. Your options include Dutch, English, French, German, Japanese, and Spanish, with English as the default.
Review solution training tips
Review additional guidance for solution training, such as tips on conditions you may want to set on the data records you want to train and the recommended number of records for training a good solution.
Review encryption support
Learn which types of data encryption are supported by Agent Intelligence.
Test a solution prediction
After you train your ML solution, you can call on the Agent Intelligence API to make a solution prediction.
Save your ML solutions during a system clone
When you request a clone of your instance, the system stores your trained solution components as attachment records. Adjust your glide.platform_ml.clone_artifacts system property to preserve these records during the system clone.

Agile Development 2.0

Sprint Tracking
Work with a List view in addition to Board view under the Sprint Tracking tab, which was formerly called as Sprint Board.
List view
Stories within the sprints are displayed in a List view. You can break down a story into scrum tasks. Track the number of scrum tasks pending for stories. When Test Management 2.0 is installed with Agile Development 2.0, you can handle the following testing procedures from the List view:
  • create tests for stories within sprints.
  • find what tests are to be run for the sprint.
  • maintain multiple versions of a test.
  • run a single version of a test at one time.
  • view which version of test has been run.
  • review the history of test results.
Triage Board
The Triage Board option is added to the Agile Board, Backlog tab. It is available only when Agile Development — Unified Backlog is installed.
Triage Board helps you prioritize and sequence records of different task types in one backlog. It removes the overhead of converting records to stories.

Application Portfolio Management

Capability Based Planning
  • Create root-level, child, or edit capabilities as well as delete leaf capabilities with the Manage Relationships button in the Capability Based Planning map. Clicking Manage Relationship button converts the CBP screen to edit mode so that you can manage the relationship between the capabilities from within the capability map itself.
  • Make strategic decisions using the details of the total investments made in demands and projects that are attached to each business capability in the CBP map. Capability based planning integrates with Project Portfolio Management to retrieve the project investment details and the total number of demands created for a business capability and business application.
  • Organize your business capabilities according to your preference in the hierarchy of the CBP map using an ID. The levels of all capabilities in a hierarchy from the root level to the leaf level are assigned an ID called Hierarchy ID. The hierarchy ID of a root capability is generated based on the order of the capability in the hierarchy. Order is an integer value automatically assigned to all root-level capabilities. However, the hierarchy ID of a non-root capability is generated based on the hierarchy ID of its parent. Hierarchy IDs are automatically generated, prefixed to the capability, and make the Capability based planning map more intuitive by arranging the capabilities.

    The hierarchy ID is automatically updated whenever you add, update the parent, or delete capability. While adding or updating a capability within the hierarchy, the total number of levels is restricted to six in the hierarchy.

  • Use the pagination option to display business applications attached to the business capability that you select on the left pane.
  • Differentiate the project investments made at the business capabilities level from the business applications level in the Capability based planning with unique names. The number of project investments made at the capabilities level is named as Total Project Investments and at the applications level as Project Investments.
Technology Portfolio Management
  • Search and filter applications using any attribute of the business application table in the TPM timeline view by clicking the filter icon. Use the condition builder to refine your search furthermore.
  • Expand the business services and software models and you can distinguish the title from their respective details. The modified TPM timeline differentiates the titles of business services and software models in bold face separating them from the details.
  • Click the hypertexts of business application, business service, and software models to navigate directly to their respective forms from the TPM timeline view.
  • Assess the risk profile of a business application in the TPM timeline when you are reviewing the direct and indirect applications in the Capability based planning map. Click the Risk Profile icon of the business application in the Technology Risk view of the capability map to navigate to TPM timeline.
Data integrity checks and data cleanup
Ensure data accuracy by running the scripted audits and desired state audit. Running the audits helps you to know the gaps or missing information in the configuration data of business capability, business application, software models, and the life-cycle information.

The scripted and desired state audit results are posted on the Notifications section of the Application Portfolio Management home page. Click the notification to open the related tasks or the related data certification tasks.

IT business application owners, software model owners, and business capability owners are granted sn_apm.apm_user role. This is to help them to navigate to Compliance > My Follow On Tasks in the application navigation, address the notifications they have received, and update the data.

Demand Creation within APM
Create a demand directly within APM rather than an idea. An idea is a thought about a possible course of action while a demand is a direct request for an action or response. Since a demand is action-oriented while ideas are not, creating an idea has been removed from Application Portfolio Management. Create and view demands in:
Data Certification
Notify the task owners by email when a certification task is newly assigned, reassigned, or close to expiring. You can configure the setting to true and set the email notifications Active to enable the functionality.
Business Relationship Management
Associate the business applications and capabilities to the business units and departments of your organizational structure. The organizational structure defines how the organizational activities are directed towards the achievement of organizational goals. Business Unit and Department data element fields are added to the Business Capability and Business Application forms.

Assessments and Surveys

Image of a question in the survey notification email
Use the Sample Metric field of a survey to include one of its metrics as an image in the email or invitation sent to a survey user. When the survey user clicks the image in the email or while previewing the HTML body, the entire survey is available to be taken.
User-defined parameter in a survey question
Use the Source Table field on a survey to specify a table whose field is used as a dynamic value for a question in a triggered survey.

Use the Source Field field for a metric to specify the source table field that appears as a dynamic value for the question in a triggered survey. When this field value is selected, a ${param} placeholder is added at the end of the question. You can move the placeholder to the relevant position.

When the survey instance or survey questions are generated, if the record table specified in the trigger condition matches the source table specified for the survey:
  • The question with the dynamic value is included in the survey instance.
  • The ${param} placeholder is replaced with the source field value.

This functionality is applicable in both the platform and survey designer.

Sentiment analysis for a survey
Use sentiment analysis to determine whether user responses for a survey are considered positive, negative, or neutral. You can only include string type questions for this analysis. The survey responses to these questions are sent to the third-party platforms for analysis through the specified connector configurations.
SentimentAnalyser API
Use the SentimentAnalyser API to perform sentiment analysis on a string value. To use this class in a scoped application, use the sn_nlp_sentiment namespace identifier.
Show Benchmarks and Create Improvement Initiative related links
Use the Show Benchmarks related link for surveys, assessments, and quizzes, to open the Benchmarks Dashboard that provides visibility into your key performance indicators (KPIs) and trends.
  • This related link is available only for users with the survey_admin, assessment_admin and survey_reader roles, which have the bm_viewer role.
  • You must opt in to Benchmarks to view the dashboard.
Use the Create Improvement Initiative related link for surveys and assessments to open the Improvement Initiative window. From this window, create an improvement initiative record that helps in improving the performance of the survey.
  • This related link is available only for users with the survey_admin and assessment_admin role.
  • Users with the survey_reader role can only view the created improvement initiative records.

The Improvement Initiatives related list displays the improvement initiatives. This list is available only when there is at least one improvement initiative record.

One Click survey

Select the One Click Survey check box to enable a One Click survey in Service Portal. This check box can be selected if the Pagination setting for Service Portal view is set to None. A One Click survey has no introduction page in Service Portal.

A kiosk survey is a One Click survey with only one question of any of the following types:
  • Image Scale
  • Choice
  • Likert Scale
  • Numeric Scale
  • Yes/No

This functionality can be enabled in both the platform and survey designer.

Net promoter score survey results in the survey scorecard
Use the question results in the survey scorecard, for net promoter score (NPS) template questions added to a survey, to display the aggregated NPS score with promoters, detractors, and passives.
Public access of a survey from the survey designer configuration form
Use the Public Survey field to enable public access to the survey.

Use the Survey Publish URL field to view the survey URL that can be shared with users.

Copy UI action in survey designer and quiz designer
Point to the menu icon on the header bar in a survey designer and click Copy Survey to copy a survey.

Point to the menu icon on the header bar in a quiz designer and click Copy Survey to copy a survey.

Scope impact when editing a survey, assessment, or quiz
Edit a survey, assessment, or quiz that is in the same application scope of your current session.
Note: When you start editing a survey of the same scope, and then change the session scope in a different tab, you cannot edit the survey further.
UI action to migrate to New Survey Management
Select a legacy survey by navigating to Survey > Legacy Surveys > Masters, and click the Migrate to New Survey Management UI action in the title bar to migrate a legacy survey.

Asset Management

Two contract fields added to the Contract Management form
Create a relationship between contracts using two contract fields. Specify the contract number assigned by the vendor in the Contract number field. Reference a parent contract using a lookup list in the Parent contract field, or create a new parent contract.


Custom URL
You can configure one or multiple custom URLs to your instance, and configure your custom URL to service portal mapping.
OIDC for inbound API requests
ServiceNow can accept identity tokens generated by a third-party OIDC provider for inbound API calls. The identity tokens must be JSON Web Tokens (JWTs) issued by an certified OIDC provider after you configure a trust relationship with that provider. You can also automatically provision users based on the claims in the JWT token provided.
Support Microsoft Teams (MS Teams) authentication
Your MS Teams user account can link to your ServiceNow user account to perform actions, such as pre-set conversations or notifications, through a conversational bot platform.
Support outbound mutual authentication for OAuth endpoints
Adds support for mutual authentication when requesting an OAuth token. Mutual authentication enables client and server to identify and authenticate each other by using certificates.

Automated Test Framework

All steps configuration category
View all available test steps for all test categories in a single listing by using the All Steps option.
Automated application navigator test steps
Create automated test steps to verify if the application menus or modules that you selected for testing are visible in the application navigator.
Negative assert types for server step configurations
Designate whether a positive or negative test step result is a successful outcome when using certain types of server test steps.
Screenshot timeout interval setting
Manage the timeout interval for test step screenshots. Set the Screenshot Timeout interval in the Screenshots Capture Mode section in Automated Test Framework Properties. The default for this setting is 60 seconds. If your screenshot timeout is longer than 60 seconds, the Client Test Runner does not take a screenshot capture. You can change this value as needed, but you should review performance settings and browser caches on affected client systems before increasing it.
Whitelisted client errors
Add known client errors to the whitelist to allow tests and steps to continue running when a specific error occurs. Set the report level to specify what the Automated Test Framework does when the error occurs in future tests.
Service catalog forms test steps
Write automated end-to-end tests for requester flows to validate catalog items in Service Portal. When you upgrade or modify an instance, run these tests to confirm that the instance still works as designed. The following test step configurations are available in the Automated Test Framework (ATF) for Service Catalog in Service Portal:
  • Open a Catalog Item (SP)
  • Open a Record Producer (SP)
  • Set Variable Values (SP)
  • Set Catalog Item Quantity (SP)
  • Validate Variable Values (SP)
  • Variable State Validation (SP)
  • Validate Price and Recurring Price (SP)
  • Add Item to Shopping Cart (SP)
  • Order Catalog Item (SP)
  • Submit Record Producer (SP)
Note: ATF for Service Catalog in Service Portal is not supported for order guides and multiple items in the cart.
Service Portal forms test steps
Write automated tests to validate Service Portal forms. The following Automated Test Framework (ATF) test steps are available:
  • Open a Service Portal form
  • Set field values on a form
  • Validate field values
  • Validate field states
  • Check UI action visibility
  • Click a UI action
  • Validate form submission
Quick start sample tests
Use quick start sample tests in the Automated Test Framework to evaluate some common Customer Service Management (CSM) and Field Service Management (FSM) scenarios. To execute these tests, you can activate and then create copies of the desired tests. The sample tests can be run as single tests or as a test suite.


Security Operations KPIs
Use Security Incident Response KPIs listed in the Security Operations category. There are three Security Incident Response KPIs provided.
Recommendations integration with Continual Improvement Management
Create a Continual Improvement Management (CIM) improvement initiative based on a Benchmarks recommendation.
Manual upload and download of scores using scheduled jobs
Manually upload or download Benchmarks scores on demand at any time of the month.

Change Management

Change Schedules
Introduced a new Change Schedules scoped application. All upgrading users who have used the legacy Change Schedules application are encouraged to adopt the new application and disable the legacy application. The new Change Schedule application includes:
  • A change schedule overview page where you can find schedules filtered in three different categories.
  • A change schedule definition record type where you can define an unlimited number of change schedules which include related definitions allowing the display of related change tasks.
  • Style rules that can be defined from:
    • The Style Rules table [chg_soc_style_rule]. Style rules defined in the table are rules that are applied to every schedule for all users.
    • The Change Schedule definitions or Change schedules user interface. Style rules defined here are applied to that schedule for all users.
  • New tables included:
    • chg_soc_definition_core
    • chg_soc_definition
    • chg_soc_definition_child
    • chg_soc_style_rule
    • chg_soc_definition_style_rule
    • chg_soc_def_child_style_rule
    Note: All the tables extend the Style Rule Core table [chg_soc_style_rule_core].
  • New Role: sn_chg_soc.change_soc_admin: Any user who possesses this role has full administrative rights to the Change Schedules application.
Change Advisory Board (CAB) workbench
New Demote action: A Demote action is added to the Current Agenda Item widget to enable CAB managers to move the current agenda item to the bottom of the Pending Agenda Items widget so the item can be discussed later.
New Restore action: Added Restore to the Pending Agenda Items widget. This action is available in the All Agenda Items filter and enables CAB managers to restore an agenda item that was previously skipped.
Blackout and Maintenance Schedules
A new Source list is added to the Blackout Schedules and Maintenance Schedules forms. From the Source list, you can select the source of the blackout schedule, which includes Business Service, Change Request, and CI Class options. When one of these three values is selected, the condition builder at the bottom of the form is updated to that source.
  • You can define blackout schedules and maintenance schedules against Business Services. Conflict Detection identifies potential scheduling conflicts for any CI that supports that business service.
    Note: This feature requires that your business services be migrated to the Application Service introduced as part of the Unified Service Model.
Change Management integration with Discovery
Integrated Change Management with Discovery allows users who own ServiceNow Discovery to update the ServiceNow Configuration Management Database (CMDB) by leveraging Discovery as an inherent part of their change management process. Discovery can be performed on any configuration item with an IP address. When Discovery is activated, three new properties are added to the Change Properties application providing complete control of how discovery is initiated and what state values can be initiated, either automatically or manually.
Business rule: The business rule, Trigger Auto Discovery, triggers Discovery when the property is activated on the state transitions specified in the property.
UI action: A new UI action, Initiate Discovery, is available to trigger discovery when the property is activated on the state transitions specified in the com.snc.change_request.disco.manual.state property.
Change Management integration with Software Asset Management (SAM)
Change Management is integrated with ServiceNow Software Asset Management (SAM) providing insight into the potential cost implication of changes to processing resources (CPU & CPU Core) for software licensed by processor.
If you want to activate the Change management – License Change Projections plugin (com.sn_samp_change), you must request assistance from ServiceNow personnel. In addition to activating SAM, you must also activate the Change management – License Change Projections plugin (com.sn_samp_change) to benefit from this feature.

When a change to a CPU of a CI or CPU core resources is done using either Propose Change or Mass Update CI, the proposed change is captured in XML and passed to SAM when the change request transitions from New > Assess (Normal type) or from New > Authorize (Emergency type). SAM runs a calculation for the CIs in scope for the change and when the results are returned to Change Management, a summary result is displayed in a new form section called License change projection. To view a CI by CI breakdown of the license change projection, the License Change Projections related list must be manually added to the Change Request form.

As part of the Change management – License Change Projections plugin (com.sn_samp_change), the [samp_software_change_projection] and the [samp_ci_projection_summary] tables are populated when the projection job is executed. The [samp_software_change_projection] table captures the projections for all affected CIs, whereby the [samp_ci_projection_summary] table summarizes those projections per CI. The [samp_ci_projection_summary] table is referenced in the License change projections related list.

Cloud Management

Scoped application for content delivery
Using the standard Cloud Management entities, create scoped applications and publish them on a regular cadence to the ServiceNow Store. Create scoped applications using the ServiceNow Studio to support new cloud providers and configuration management providers.
Move Cloud Management content across environments
Move content, created in the Cloud Management application, from one environment to the other using ServiceNow Update Sets. Content entities such as blueprints, resource blocks, and cloud APIs, along with their dependencies, can be moved across environments.


Guided Setup for Communities
Follow step-by-step instructions to configure Communities on your ServiceNow, Inc. instance. Perform structured configuration activities and monitor your progress.

Configuration Compliance

Multi-source support in Qualys
If you have multiple deployments of the Qualys Cloud Platform application, you can add an integration for each deployment. Data sourced from each deployment is identified and available in a single instance of Configuration Compliance.

Contextual development environment

Globally scoped applications file management

Move existing globally scoped metadata files between global applications, or remove files from the currently selected global application.

Delete and uninstall globally scoped applications only if empty

Delete or uninstall globally scoped applications only if they are empty. If a globally scoped application has associated metadata files, you must first remove the metadata files and return them to the global scope, or move them to another global application.

Scoped and global application rollbacks
Roll back installed scoped applications, including those applications in the global scope. When you do a rollback, you remove all code, table, and file updates that occurred in the initial installation. This rollback does not affect the global application record. To remove the global application record, you must instead perform an uninstall of the application.
Extension points
Create and embed custom code hooks, called extension points, into scoped and global application base code. You can use extension points to designate where custom scripts can be called and then processed to extend base Now Platformfunctionality. Using extension points to integrate custom scripts eliminates the need to embed them directly into core application code, which prevents breakage of application upgrade paths.
Restricted caller access privilege settings
Pre-approve or deny requests from application resources in a source scope that request access to target scope application resources. To restrict or approve access, you use Restricted Caller Access privilege settings, including:
  • Source-to-ScopeAllows or denies access of a specific application resource in a source scope to all application resources in a target scope. For example, you can specify that a particular business rule in source Scope A can access all application resources, such as a table or Script Include, in target Scope B.
  • Scope to TargetAllows or denies access of all application resources in a source scope to a specific application resource, such as a business rule, table, Script Include, or event, in a target scope. For example, you can specify that all application resources in source Scope A can access a Script Include in target Scope B.

Contextual search

Ordering a service catalog item
When a service catalog item is ordered from an existing record, a link is added between the order item request and the parent record.
Searching action configurations list
A new related list, Search Action Configurations, is added to the Table Configuration [cxs_table_config] and the Record Producer Configuration [cxs_rp_config] table. This related list is a replacement for the KB attachment field (Table Configurations only) and the Result action label and Result action value fields. Use this list to perform all the actions for the selected search context.
Attaching knowledge base article
The system administrator now has the option (platform only) to allow ITIL or admin users to view the Attach button and attach knowledge base (KB) articles from the search results for a new record before the record is submitted. In earlier releases, the Attach button appeared only for an existing record.
This simplifies the workflow. Earlier, the ITIL or admin user had to fill out required fields, save the record, and then re-expand the search results before the Attach button was made available.
The Show on new record field can be found within the Table Configuration > Search Action Configurations related list.
By default, the Attach button is not available for a new record.

Customer Service Management

Guided Setup for Customer Service Management
Follow step-by-step instructions to configure Customer Service Management on your ServiceNow instance. Perform structured configuration activities and monitor your progress.
Major issue management
Proactively identify customers impacted by an issue, provide issue-specific information to these customers, and manage the resolution process.
Domain separation
Use the domain separation feature to map customer accounts to individual domains. Account entities, such as contacts and cases, reside in the same domain as the account. Domain visibility rules enable users to maintain account and contact relationships.
Adding a resolution code while resolving a case
Add a resolution code while resolving a case to capture information on how the case was resolved.
Reporting a knowledge gap
Report a knowledge gap if you cannot find relevant articles that could help resolve a case.
Dashboard word cloud
In the Customer Service Manager and Customer Service Executive dashboards, view a word cloud made up of keywords that are frequently used in the short descriptions of open cases. Select a word in the cloud to view additional related words, related cases, and the frequency trend of keywords.
Customer Service manager role
Use this customer role to manage the cases for an account and any related child accounts.
Effective dates for special handling notes
Make special handling notes effective immediately or at a later time.
Contact local time and time zone on the Case form
Change a contact's time zone that is listed on the Case form to the local time zone.
Global case hand-off
Hand off a case to your global support team.
Social URL field on the Social Log form
Open the social conversation in a new tab by clicking the URL in this field.
Internal user watch list
Set up an internal watch list so that internal users receive a notification when work notes are added to a case.
Case deflection with knowledge and community content
Search for and add relevant information from knowledge articles and solved community questions and blogs to the Case form.
Virtual Agent chatbot topics
Use the predefined Customer Service Virtual Agent topics (chatbot conversations) to help your customers complete common self-service tasks, such as creating a case or checking the status of a case.
Quick start sample tests
Use quick start sample tests in the Automated Test Framework to evaluate some common Customer Service Management scenarios. To execute these tests, you can activate and then create copies of the desired tests. The sample tests can be run as single tests or as a test suite.


Responsive dashboard enhancements
Functionality for sharing dashboards improved. The default message that is sent when you share a dashboard is clearer. Dashboard sharing uses standard platform notifications, so you can modify default email notification content and styling. In addition, you can personalize the message or choose not to send the invitation email at all when, for example, you share a dashboard regularly. For more information, see Share a responsive dashboard.
Dashboard styling and visualization options improved, including the ability to hide widget headers and change the colors of the dashboard background, widget header, and widget title. For more information, see Configure widget layouts.
Dashboard_admin role added
Users with the dashboard_admin role have full view, edit, delete, and share privileges on all dashboards in the instance, including inactive dashboards.
Dashboard Tab Management
The application checks if a tab is linked to another dashboard when a user tries to delete it.
Users can no longer edit or delete tabs that they do not own.
Deleting a dashboard also deletes related tabs if they are not used anywhere else. For more information, see Manage responsive dashboards.
Dashboards Overview enhancements
  • The sysparm_group parameter added so that users can pre-select the dashboard group in the URL of the Dashboards Overview. For more information, see Dashboard group URL parameter.
  • Tooltips with explanations and field names added to the elements of each card in the Dashboards Overview.
  • Dashboard group picker added to Dashboards Overview.
  • Inactive dashboards are only visible on the Dashboard Overview page and in the dashboard picker to the dashboard owner and to administrators.

Delegated development and deployment

Application-specific deployment permissions
Assign a non-administrator user or group as a developer or deployment resource for a specific application. You can set permissions that designate what specific actions the assigned user can perform in the current instance.

For example, you might grant permissions that enable a user to upgrade the application, publish to the application repository and ServiceNow Store, but prevent publishing to an update set.

Instance-specific deployment user roles
Assign roles that enable non-admin users to install or upgrade all applications in specific instances. You delegate these tasks by manually assigning specific user roles per instance. For example, you can assign user roles to Change Management personnel that allow them to perform application installations in non-production (development or QA) instances.


Discovery Quick Start
Use the Discovery Quick Start interactive wizard to guide you through Discovery configuration.
Error resolution after Discovery
Fix errors that can occur after you run Discovery by following the recommended actions provided in Discovery Home.
Support for AWS Organizations
Assign a cloud service account as a master account to have it correspond to an Amazon Web Services (AWS) Organization account. Discovery can then recognize an Amazon Web Services (AWS) Organization account and automatically create member service accounts in the instance.
HTTP classification
Use HTTP classification to find devices (not applications) via the HTTP protocol. HTTP is prioritized last behind WMI, SSH, and SNMP. An HTTP classifier is provided by default to find F5 load balancers via REST.
Pattern updates
Use the new and updated patterns that enable Discovery to find new types of Configuration Items (CIs), such as Oracle database clusters, Red Hat clusters, and F5 load balancer clusters.
Discovery APIs
The Discovery API plugin provides two new API classes for this release:
  • DiscoveryAPI - Scoped: This class contains methods that perform the following actions:
    • Launch a quick discovery of a single IPv4 address.
    • Return summaries of previously launched Discovery statuses for a single CI or for all scanned CIs.
    • Return a summary of a CIs discovery status given the specific Discovery status sys_id and IPv4 address.
  • ReportCiStatusOutputJS: The methods in this class are getters that return specific object properties for the DiscoveryAPI reportCiIpAddressStatus method and then convert the information into a JSON string.
Layer 2 discovery data
Use the glide.discovery.sensors.forwardingtable.ssh property to update the way Discovery performs Layer 2 discovery with VLANs. To instruct Discovery to launch the Switch — MAC Table SSH probe, which populates additional Layer 2 data, add and set this property to true. The property is false by default.
Shazzam JSON encoding for IP ranges
Use the glide.discovery.shazzam_ranges_json property to use JSON, instead of XML, to encode the IP ranges for the Shazzam probe. Set this property to true to reduce the size of input payloads when discovering several IP ranges. For upgrades, add the property. This property is set to true by default for new instances.
Credential synchronization
Use these properties to address performance issues that might occur during credential synchronization on several MID Servers:
  • com.snc.credentials_user_fields: Includes all customized fields in credential synchronization. Set this property to false if you do not want to include the fields that you added to credential forms. This property is set to true by default.
  • com.snc.credentials_recursion_depth: Tells the credential synchronization mechanism the number of tables that should be traversed when collecting fields from reference tables. Lower this number if you are experiencing performance issues and you have customized credential forms that include reference fields to tables that also have reference fields. This property is set to 3 by default.

Add these properties to the System Properties [sys_properties] table. If you do not add these properties, the system uses the default value.

Edge Encryption

CyberArk integration with the Edge proxy server
Use CyberArk AIM (Application Identity Management) software with Edge Encryption.

Use CyberArk to store passwords in a centralized and secure digital vault to secure passwords that were previously stored in clear text and secured by file access, or that were previously encrypted via a second file.

SafeNet key versioning
Use SafeNet key versioning with Edge Encryption.

Use SafeNet key versioning to simplify changing keys. Instead of creating a new alias for every new key, SafeNet key versioning keeps the same alias and increments the version.

Historical record encryption
Encrypt historical records in the Audit table during mass encryption, mass decryption, and key rotation jobs. When encrypting historical records for a field in the Audit table, both new values and old values are encrypted.
Unbound Technology integration with the Edge proxy server
Use the Unbound Technology (previously Dyadic Security) Key Management System.
Using a load balancer with the Edge proxy server

You can use a load balancer to balance the load across the proxy servers in your Edge Encryption proxy setup. If the load balancer and proxy servers are using different ports, specify the host name and HTTPS port of the load balancer to enable users to view responses on their browser.

Embedded help

Embedded help internationalization
Localize your embedded help content for a variety of languages to meet your global user needs.
Write your embedded help content in a language of your choice and decide what languages to display by selecting a language in the sys_embedded_help_queue table.

Event Management

Alert management rules
Create alert management rules that respond to alerts. The alert management rule actions are integrated with Flow Designer, which enables you to use subflows to resolve the cause of the alert. Several subflows are provided with the base instance. Other responses and actions that alert management rules provide are to open an incident, knowledge base (KB), open any kind of task, launch remediation action, and so on.

You can continue to use existing alert action rules, but you cannot modify them. You cannot create new alert action rules. You can migrate alert action rules to alert management rules.

Priority group
Use the priority group to see which alerts to take care of first. The priority group is available in alert lists in the Dashboard, Alert Console, and All Alerts pages. The four priority group categories are:
Priority group Icon Description
Urgent Urgent priority icon Highest level of priority. Attend to this alert ahead of other alerts, even those alerts that might have a higher severity.
High High priority icon High level of priority. Attend to this alert ahead of the lower priority group values.
Moderate Priority moderate icon Moderate level of priority.
Low Priority low icon Lowest priority level.
Contextual search in alerts
Use contextual search to search for and attach a KB article from within an alert. The KB article can provide more information about the alert.
Overall Event Count
Use the Overall Event Count field in the Alert [em_alert] table to track how many events are bound to the alert. The counter is increased every time an event is bound to the alert. The count value is kept even after the actual event has been purged. Primary alerts are updated, based on their secondary alerts. The primary alert is the parent of the secondary child alerts. The actual number of events, primary plus secondary, that affected the alert is displayed.
Alert Insight
Use Alert Insight data analysis to provide insight to key related records for the current Configuration Item (CI), similar CIs, and related CIs. You can use Alert Insight to expose the probable root cause of the alert. With Alert Insight, you can see information from similar alerts, incidents, problems, and change requests on the same CI, similar CIs, and other CIs. In the alert form, the Alert Insight data is available under Repeated Alerts, Similar Alerts, CI Incidents, CI Change Requests, CI Problems, Related Incidents, Related Change Requests, and Related Problems.
Application services
Use application services to organize, maintain, and monitor services in your organization. An application service is a set of interconnected applications and hosts that are configured to offer a service to the organization. Application services can be internal or customer-facing. Application services replace manual services. You can no longer create manual services but you can continue to use them. You can also update or convert these existing manual services to application services. For more information, see Convert manual services to application services.
Configure event collection from Hewlett-Packard Network Node Manager i
Configure the HP Network Node Manager i (NNMi) connector instance to receive events while monitoring your network resources.
Configure event collection from VMware vCenter Server
Configure the VMware vCenter Server (vCenter) connector instance to receive events from your VMware vSphere environment.

Field Administration

Attach a file to a record
Attach a file directly to a record by adding a file attachment field to the table. The file attachment field supports all file types.

Field Service Management

Guided setup for Field Service Management
Follow step-by-step instructions to configure Field Service Management on your ServiceNow instance. Perform structured configuration activities and monitor your progress.
Domain separation
Use the domain separation feature to map companies to individual domains. Work orders and work order tasks created for a company reside in the company domain.
Quick start sample tests
Use quick start sample tests in the Automated Test Framework to evaluate some common Field Service Management (FSM) scenarios. To execute these tests, you can activate and then create copies of the desired tests. The sample tests can be run as single tests or as a test suite.

Financial Management

Prescriptive cost models
  • Use either of the two preconfigured prescriptive cost models, namely L1 – IT Shared Service Cost Model and L2 – IT Shared Service to Application Portfolio Cost Model that are available off-the-shelf for your financial modeling activities. Cloning is available for these prescriptive cost models.
  • Modify the cloned cost model by replacing the top segment with a segment of your choice.
    Note: The segment that you use to replace must not be in use in the existing segment hierarchy.
  • Map your financial data source to your cost model for your financial modeling activities at the time of cloning.
  • Enter a descriptive name, extending up to 80 characters, for the cost model to make it more meaningful in the Name field.
Financial Modeling
  • Verify how the bucket amount was assigned to a segment or an account by clicking the bucket name. A message displays the allocation method by which the bucket amount was distributed as well as the name of the segment or account to which the amount was assigned.
  • Enable the Account Scope check box to execute the rollup script defined for each account at the segment level. You need not repeat similar rollup scripts for all the accounts under a segment. Instead use the FromAccountID of individual accounts and provide the rollup scripts.
  • Track the money that fails to reach its target account or segment in the allocation setup stage of the Workbench. Use the logs to know the reasons why it failed to reach the target, and use the provided links to correct the errors and resolve the issue. Missing money analysis is an actionable, user friendly, and improved version of the allocation log functionality.
Usability improvements
Configure to display 5, 10, 15, 25, or 50 accounts on a page out of the total number of accounts per segment. Display the selected number of accounts of a segment in the Allocation Setup page of the Workbench, Allocation Setup page of lighter workbench, and the Cost Lines Analysis page.

Flow Designer

Run a flow from a Service Catalog request
Start a flow when a Service Catalog item is requested to automate the fulfillment process. To activate this feature, request the Flow Designer support for the Service Catalog plugin (com.glideapp.servicecatalog.flow_designer) through the HI Customer Service system. This plugin activates related plugins if they are not already active.
Run a flow from a MetricBase Trigger
Start a flow when a MetricBase trigger is met. MetricBase triggers track time series data and can monitor when a threshold is reached, when a trend is detected, or when a system stops reporting data.
Add stages to a flow
Communicate the current stage of a request or flow with an end user.
Create flow-specific Service Catalog variables
Create Service Catalog variables that are only available to a specific Service Catalog-triggered-flow. Flow-specific variables are available to catalog tasks and actions in the flow. To activate this feature, request the Flow Designer support for the Service Catalog plugin (com.glideapp.servicecatalog.flow_designer) through the HI Customer Service system. This plugin activates related plugins if they are not already active.
Create a catalog task in a flow
Use the Create Catalog Task action to create a record in the Catalog Task [sc_task] table associated to a requested item in the Requested Items [sc_req_item] table. Adds the catalog task record as data to be used in the flow.
Access Service Catalog variables in a flow
Use the Get Catalog Variables action to access Service Catalog variables as data pills in a flow.
Create a subflow
Define a sequence of reusable actions that can be started from a flow, subflow, or script. Define inputs and outputs to pass data to and from the subflow.
Call a flow from another flow or subflow
Enable the Show triggered flows option in the More Actions menu to select an activated flow and define the required inputs. Running a triggered flow ignores its trigger conditions and runs all actions.
Define advanced options for inputs
Use advanced options to guide flow designers through adding and configuring an action or subflow in a flow. For example, create a choice input to provide flow designers with a pre-defined list of configuration options to choose from. Inputs provide advanced options based on their data type. All inputs have advanced options to add a hint or provide a default value.
Call a flow from script
Run activated flows using the scriptable API.
Call a subflow from script
Run activated subflows using the scriptable API.
View the calling source of a flow
Use the execution details to determine what started a flow or subflow.
View activated flows for a table
View flows with record-based triggers that run on a specific table.

Guided Tour Designer

Create guided tours for Service Portal pages
When you activate guided tours for Service Portal pages, you can begin creating your tour. Refer to the what to do next guidelines for Service Portal callouts, pages, and branding.
Create introductions and conclusions for your guided tour steps
Use introductions to help your users understand the task you describe in your instructions. Use conclusions to summarize what they have accomplished or learned by completing the instructions.
Leverage draft and published statuses as you create and revise your tour
Use statuses to support your revision process and control tour visibility. See Edit a guided tour.
Review Guided Tour Designer support
Learn which applications and user interface elements are supported by the Guided Tour Designer.
Review tour tips and examples
See the revised guidelines for planning a guided tour including the new tips for callouts and testing your tours.

HR Service Delivery

Case and Knowledge Management

The Case and Knowledge Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. The HR application improves efficiency and makes it easier for employees to get the services they need.

Auto-case categorization for HR case management
You can use Agent Intelligence with HR Service Delivery to train a predictive model to act as an HR agent to automatically categorize HR cases based on your past record data. Auto-case categorization allows for a faster response time and better case resolution for employees.
Note: This feature is only available with the HR Professional and HR Enterprise packages.
Knowledge blocks for HR knowledge management
You can use knowledge blocks with HR Service Delivery to simplify knowledge authoring for writers and knowledge consumption for readers. Knowledge blocks are reusable pieces of content secured by user criteria that you can add to knowledge articles in a knowledge base.
Encryption Support for HR and Employee Document Management
HR Service Delivery and Employee Document Management provides encryption support to secure sensitive information. Encryption support secures specific fields in HR or employee documents to prevent unauthorized users from viewing or downloading.
HR Synonym Dictionary
HR Service Delivery provides a synonym dictionary that helps expand text searches with additional keywords and can be customized to better match their business and terminology.
The HR Synonym Dictionary loads automatically when you check the Load demo data box and activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.
Employee Service Center

The Employee Service Center application provides a single place for employees to quickly and easily get all the HR services they need.

Content Delivery and Content Automation — Campaigns
Content Automation takes information from Content Delivery to provide automated communication to specific audiences for a specific time in the form of a campaign. A campaign can be a targeted message with tasks like Open Enrollment for Benefits. Content Delivery provides information for a campaign like mass email or links to videos, events, or external web sites. Content Delivery can also provide static information like calendars or banners for your service portal or Employee Service Center.
Virtual agent conversations for HR
Virtual agent conversations for HR use pre-defined dialog to automatically chat with employees who are requesting HR services. VA is programmed to understand the intent of an employee to handle repeatable requests.
Virtual Agent is a platform feature that when paired with HR Service Delivery is integrated within the HR UI. It provides automated dialog for general HR inquires, pay discrepancies, request for leave of absence, or updates to your HR profile.
The Glide Virtual Agent [com.glide.cs.chatbot] plugin must be activated first. Only ServiceNow can activate this plugin.
Note: This feature is only available with the HR Professional and HR Enterprise packages.
Employee Document Management
The Employee Document Management application provides electronic storage and filing of employee documents. Security policies determine who can view and access employee documents. Retention policies determine how long employee documents should be retained and reduces compliance risks.
For customers that have licensed ServiceNow Edge Encryption, it is available for use in Employee Document Management.
HR Integrations
The HR Integrations application allows you to integrate with third-party HR management systems to synchronize employee profiles and with third-party background check systems to request background checks.
Note: There are scenarios that are not supported in the initial integration, specifically when an employee is rehired or when an employee moves from contingent to full time.
Integrating with the Accurate Background service
The preconfigured Accurate integration uses REST services to request background checks through the Accurate service. You can use the preconfigured integration as-is or customize it to meet your needs.
Integrating with the Sterling Talent Solutions service
The preconfigured Sterling integration uses REST services to request background checks through the Sterling service. You can use the preconfigured integration as-is or customize it to meet your needs.

Incident Communications Management

Incident Communications Management
Renamed Incident Alert Management as Incident Communications Management.
Renamed Incident Alert as Incident Communication Plan.
Renamed Incident Alert Tasks as Incident Communication Tasks.
Renamed Incident Alert Management as Incident Communications Management.
Renamed My Alerts as My Communication Plans.
Renamed the Incident Alert Management plugin (com.snc.iam) as the Incident Communications Management plugin.

Incident Management

Incident management properties
Use the Close open Incident Tasks when Incident is closed or canceled property to close open incident tasks when the incident is closed or canceled.
Use the Close open Incident Communication Plans when Incident is closed or canceled property to close open incident communication plans when the incident is closed or canceled.
Use the Close open Incident Communication Tasks when an Incident Communication Plan is closed or canceled property to close open incident communication tasks when an incident communication plan is closed or canceled.
Use the Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date property to auto-close incidents based on the resolution date of the incident instead of the last updated date. If you select the check box, the auto closure is based on the resolution date else the auto closure is based on the date when the incident is last updated.
Note: The property is set to true only for new customers. Existing customers must manually set the property to true.
Create standard change from Incident
Introduced a new UI action Create Standard Change to create a standard change request from an incident which redirects the user to the Standard Change Catalog. Previously, only a normal or emergency change request could be created from an incident.
Parent child synchronization in Incident
If an incident has child incidents, the following occurs:
  • If an ITIL user reopens the parent incident, the parent incident and child incidents reopen. Both the parent and the child incident state are set to In Progress.
  • If an ESS user reopens the parent incident, the parent incident state is set to In Progress, but the child incidents are not reopened.
When an ITIL or an ESS user adds a child, the child incident state is set to In Progress. When the parent incident is resolved, the child incident state also changes to Resolved.
Create request from Incident form using record producer
Click Create Request from the context menu on the Incident form and select a record producer to create the request. The new task created (for example, new Incident or Problem or Change) is associated with the parent incident record. To achieve this action, you must add the following script in the script block of the record producer:
var incRPUtil = new LinkRecordProducerToIncident();
incRPUtil.linkRecordProducerToParentIncident(RP.getParameterValue('sysparm_req_parent'), current);
Refresh Impacted Services
Introduced a new UI action Refresh Impacted Services on the context menu of the Incident form to populate impacted services based on the primary Configuration Item (CI) specified on the task record. The system property com.snc.task.refresh_impacted_services is introduced where you can mention all the task tables where you need this UI action. This property is applicable for both new and existing customers.
Major incident management
Added a new Demote Major Incident UI option to the context menu of the Incident form. After a major incident candidate is promoted as a major incident and the major incident state changes to Accepted, a major incident manager can decide to demote a major incident by clicking Demote Major Incident.
Associate multiple incidents with a major incident: Associate one or more incidents with a major incident using the Actions menu.
Reject multiple major incident candidates: Reject one or more major incident candidates using the Actions menu.
Major incident assignment: Assign a major incident to a group at the time of proposal and promotion based on the value of the Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' property (sn_major_inc_mgmt.major_incident_management_group).
New fields added: Added the fields Proposed by and Proposed. When a major incident state is proposed, the fields Proposed by and Proposed capture the user who proposed the incident as a major incident candidate and the time when the incident was proposed. Similarly, when a major incident state is accepted, the fields Promoted by and Promoted capture the user who promoted the incident as a major incident and the time when the incident was promoted.
Major incident management process guidance: Added a new guided setup category for major incident management.
Major incident management workbench: Provides a single pane view designed for the major incident manager, communications manager, and resolver groups to manage the major incident process by aggregating and providing actionable information. The MIM workbench is integrated with the Task Communications Management flow and enhanced to include the Communications overview and the Post Incident report.
Conference call management
Notify role inheritance: The itil role inherits the notify_view role when the Incident Communications Management (com.snc.iam) and the Notify (com.snc.notify) plugins are activated, enabling an itil user to view the Notify Conference Call Participant Session table [notify_participant_session].
End conference call: A new End Conference Call related link appears on the Incident Communication Plan Management form. After a conference call is initiated, a user with the ia_admin role has the option to join or end a conference call, whereas a user with the itil role can only join a conference call.
Recommended and Selected list: The Recommended section no longer displays the frequently called participants because the frequent callers may not always be relevant for the incident. In the Selected section, the user who initiates the conference call is added.
Adding participants based on group: Added the Group field to the Notify Participant [notify_participant] table that enables the major incident manager or the communication manager to involve groups in a conference call. When a group is selected, the person who is on-call in that group is then added to the conference.
The user or the host who initiates the conference call is automatically added to the list of participants.
Conference call leader: You can have a conference call leader for a conference call. The leader can initiate and end a conference call​ as well as kick, mute, and unmute participants on a conference call. A conference call leader can be any user with the ia_admin role or the itil user to whom the Incident Communication Plan or the Incident Communication Task is assigned to.
Group name of a participant: If a user is added to a conference call and the user is a member of only a single group, then that group name is stored in the notify_participant record.​ If the user is a member of multiple groups, then a formatter containing all those groups is displayed on the notify_participant record​​.
Dependency view for Business Services
ITIL users can see the Business Service Management (BSM) map or dependency view for a business service on the Incident, Problem, and Change request form.
Note: Currently, the Business Service field does not appear on the Change request form, but the user can add the field by clicking the Additional options menu icon and navigating to Configure > Form Layout.


Microsoft Azure AD spoke
Manage users, security groups, and office groups. Apply licenses and provision users in Office 365.
Microsoft AD spoke
Create, delete, and manage objects in Microsoft Active Directory, such as users, groups, and computers.
Use integration steps to integrate with external systems
Enable custom actions to integrate with external systems by activating IntegrationHub, which adds integration steps to the Action Designer interface.
Run integration steps through a MID Server
Run actions from a MID Server to access data from external applications, data sources, or services in your network.
Run PowerShell commands in a flow
Run PowerShell scripts on remote machines from your ServiceNow instance through a MID Server.
Select the format of a REST request
Specify the format of the request in the REST web service request step. Options include:
  • Text: A request in JSON, XML, or other text format.
  • Binary: A request in a binary file format.
  • Multipart: A request consisting of multiple content types.
  • Form URL-Encoded: A request in a URL-encoded query.
Save a REST response as an attachment
Save the response to a REST web service request step as a record in the Attachment [sys_attachment] table and specify the target record to which the attachment is associated.
Run the REST step on a MID server
Define MID Server applications and capabilities to send a REST web service request through a MID Server. A MID Server is required to communicate with or move data between a ServiceNow instance and external applications, data sources, and services in your network.
Select the Script step runtime environment
Select a scripting environment to run the step. Options include:
  • Instance: The action step runs the script from instance. Select this option when the script needs access to the ServiceNow API or instance data. This is the default value.
  • MID: The action step runs the script from the MID Server. Select this option when the script needs access to MID Server script files and APIs. Selecting this option displays the Select MID Server Using field.
  • Vanilla (Core JavaScript): The action step runs the script from either the instance or MID Server. Select this option when the script only needs the core JavaScript APIs and not the ServiceNow API or instance data.
Use connection-specific variables in an integration step
When using an integration step, you must establish a connection with an external system. Use a Connection & Credential alias instead of defining the connection inline. An alias enables you to update the connection details once without having to reconfigure every action. Any action step that uses an alias inherits the attributes associated with it. Flow Designer displays attributes as data pills that you can drag into your action step. For example, you can create a page size attribute that becomes a REST step query parameter.

Knowledge Management

Knowledge User Criteria Diagnostics
Run user criteria diagnostics to view which users have what type of access to knowledge bases and articles.
Actionable Knowledge Feedback
Manage high volumes of article feedback by enabling automatic task generation for negative feedback.
Improve knowledge search rankings using SEO
Improve knowledge search results from external search engines like Google by using the content in an article template field to generate SEO tags for articles created using that template.
Knowledge blocks
Simplify knowledge authoring for writers and knowledge consumptions for readers with reusable knowledge blocks, which can be inserted into knowledge articles and are secured by user criteria.

MID Server

MID Server download and upgrade process
For new instances, the MID Server host no longer communicates with to download the installer or to request an auto-upgrade. Instead, the MID Server sends a request to the instance, which retrieves the file from the download server and makes it available to the MID Server.
Nmap installer download process
New ServiceNow instances handle all download requests for Nmap from the MID Server. The MID Server host machine no longer requires a connection to to download and install Nmap. The instance retrieves the requested package from the download site and makes it available to the MID Server.
MID Server selection override filters
Write your own filter condition that overrides the normal MID Server selection criteria for an application. In this release, the platform provides an override condition for MID Server capability in Cloud Management.
MID Server auto-upgrade
Use these properties to control MID Server auto-upgrades:
  • Enables existing MID Servers to send auto-upgrade requests to the instance rather than upgrading directly through the MID Server host.
  • Sets the maximum number of concurrent MID Server auto-upgrades permitted by the instance.
MID Server duplicate name check
On startup, the MID Server verifies that its name is unique. If the name is not unique, the MID Server shuts down and creates a record in the MID Server Issue [ecc_agent_issue] table.


Create a MetricBase band trigger
Create a MetricBase band trigger to use with Flow Designer to detect when a metric value meets a certain threshold or is within a range.
Create a MetricBase linear predictor trigger
Create a MetricBase linear predictor trigger to use with Flow Designer to detect when a metric value is expected to cross a specified threshold within a specified time with a specified confidence level.
Create a MetricBase gap trigger
Create a MetricBase gap trigger to use with Flow Designer to detect when new metric values have not been stored for a metric for a specified period.


Notifications in messaging applications
Enable users to receive their ServiceNow platform notifications in Slack or Microsoft Teams messaging applications. Use the Now Actions app to configure the messaging apps for your instance.
Email access restrictions
Use the Email Access Restriction [email_access_restriction] table to define conditions that control read access to an email record generated by a notification containing sensitive information. These conditions are processed by the base system ACL for the Email [sys_email] table. When you specify conditions to restrict access for a notification, the email records are visible only to users that match the conditions specified for the notification.


Conference call management
Use these features to manage conference calls:
End conference call
The End Conference Call related link appears in the Incident Communication Plan Management form. After a conference call is initiated, users with the ia_admin role can choose to join or end a conference call.
Adding participants based on group
Added the Group field to the Notify Participant (notify_participant) table. The major incident manager or communication manager can use this field to add groups to a conference call. When a group is selected, the group member who is on-call at that time is added to the conference.
Conference call leader
You can have a conference call leader who can initiate and end the call​ as well as kick, mute, and unmute call participants. A conference call leader can be any user with the ia_admin role or a user with the itil role who is assigned to the incident communication plan or the incident communication task.
Group name of a participant
If a conference call participant is a member of only a single group, then that group name is stored in the notify_participant record.​ If a participant is a member of multiple groups, then a formatter containing all those groups is displayed on the notify_participant record​​.

Operational Intelligence

Anomaly Alert Dashboard
Use a central location to view important reports about anomaly alerts and promoted alerts, in relation to Event Management alerts. For example, the '% Daily Alerts are Promoted Anomalies' report, displays the percentage of newly promoted alerts in relation to the overall new Event Management alerts, for a time period.
Metric connectors
Collect metrics using connector definitions for the following systems:
  • SolarWinds server
  • Zabbix server
  • Nagios server
Advanced Insights Explorer
Query metric data for configuration items (CIs) for which metric data is collected. CIs for the query can be from different sources such as application services, relationships, or a list of anomalous CIs. Query results are displayed in charts which let you further understand system behavior.
Anomaly Model Testing
Use an anomaly model to test anomaly detection for a small set of specific CIs and metrics, before actually enabling anomaly detection for those CIs and metrics. Model testing simulates anomaly detection using actual metric data. You can then view the results in the Insights Explorer which is pre-loaded with the test results. You can compare anomaly test scores and the computed bounds to the results of actual anomaly detection.

Password Reset

Specify the style sheet to apply to end-user pages
Specify a custom style sheet using the Style sheet to apply to end-user pages during the password reset process. property. The Identify, Verify, and Reset pages use the specified style sheet. The following image shows the Identify page:
Identify page uses the specified style sheet
History policy for local credential store
Select the Enforce history policy check box to ensure that users do not reuse passwords. For example, you might configure the history policy to not allow the user to reuse any of the previous 10 passwords.
History policy for Active Directory (AD) credential store

Select the Enforce history policy check box to enforce both of the following password reset policies:

  • History policy (password reuse): Active Directory domains can be configured to include a history policy that ensures that users do not reuse passwords. For example, the history policy might be configured to not allow the user to reuse any of the previous 10 passwords when resetting a password.
  • Maximum number of reset attempts: You can configure the maximum number of attempts to reset a password. A user who fails to reset the password (by failing password policies or the history policy) the specified number of times is blocked.
Send reminders to enroll for Password Reset
You can automatically send messages that remind users to enrolled in the Password Reset process. You specify the text of the message and can configure the messages to repeat at intervals.
Redirect to the login page after password reset
You can specify the URL of the page that opens for users after they successfully reset their password — typically the login page. See the Post-reset URL property setting on the Details tab of the Password Reset Processes form.
Customize the UI for resetting passwords
You can specify UI macros that add a header or footer to the pages that end users work in while resetting a password (the Identify, Verify, and Reset pages).
Custom header and footer on password reset pages
The process of configuring client proxy settings is significantly simplified
You configure all proxy settings as registry keys. Download the installer and PDF user guide for Password Reset Windows Application version 4.0 from the Password Reset Windows Application [KB0542328] article in the HI Knowledge Base.

Performance Analytics

Dependency Assessment Tree View
View, analyze, and edit your performance analytics components including widgets, indicators, and breakdowns, from a single view. By viewing the hierarchy of components and the relationships between them, you can see immediately who is impacted by a change and what the effects of your changes are.
Breakdown Management
Track breakdowns back to indicator sources and configure the breakdown matrix using an intuitive UI.
Breakdown Matrix Management
Collect and manage two-breakdown combinations for automated indicators in a new UI.

Platform quality and performance

Debug log displays invalid query script syntax conditions
When Debug Log is enabled, the debug session displays information about invalid queries found in scripts. Common syntax errors, such as spelling mistakes and invalid field references, are flagged as invalid queries.

Platform security

Instance Security Dashboard (PA)
Use the Instance Security Dashboard (PA) to view the compliance effectiveness of your instance security controls, view security event monitoring metrics, and configure and maintain instance security settings.
New security properties
Use new security features to prevent XXE attacks, as detailed in the ServiceNow Instance Hardening [KB0550654] article in the HI Knowledge Base.

Problem Management

Dependency view for Business Services
ITIL users are now able to see the BSM map or dependency view for a business service on the Incident, Problem and Change request forms.
Note: Currently the Business Service field is not on the Change request form but user can add the field by opening the form context menu and selecting Configure > Form Layout.

Project Portfolio Management

Resource Management
  • New UI for creating and managing resource plans: Search for resources and see results in the Resource Finder. Create resource plans in an intuitive grid interface. The grid interface also provides a detailed breakdown of resource plans on monthly and weekly time frame. You can edit the breakdown values inline. Clicking the Manage button in Resource Plan related list on project and demand forms opens the new resource plan creation interface.
  • Enhanced Resource Allocation Workbench: Through Allocation Workbench, resource managers can create a personalized allocation board to view a category-wise list of their resources. You can review all requests in one place for your team in the grid interface. You can also see the available hours for requested users and allocate resources in the best possible way.
  • Complete and Cancel resource plan actions for a closed project and demand: Closing a project or demand prompts the demand and project managers to complete or cancel the associated open resource plans. Project and demand budgets include only resources that are actually working on the project or demand.
  • Automatic update of cost plan from resource plan: The cost plan associated with a resource plan is automatically updated when the Planned cost in the resource plan is updated.
  • The table Requested Allocation Daily [resource_aggregate_daily] stores requested hours at daily level.
  • Use the Use budget reference rates to calculate the Resource requested/allocated cost (com.snc.resource_management.use_budget_reference_rates) property in the Resource Management properties to obtain accurate, period-specific planned costs when foreign currencies are involved.

    If you are an upgrade customer, you may want to enable this property since it is by default set to No. Note that, the existing cost plans created from resource plans will not be recalculated.

Client side planning console
Prevent time lags and build your project structure faster because you do not need to save every interaction in planning console in the cloud-based server. The option is enabled by default for new customers.
Investment Portal
Create a personalized investment board and track your key projects and demands in terms of their cost, schedule, and scope. Investment Portal replaces the Project Status Portal that was introduced in the Jakarta release. For upgraded customers, Investment Portal co-exists with Project Status Portal. If you are a new user (and London is your first release), only Investment Portal is available.
Project Management
  • Create and manage the resource plans for a project and project tasks using the Resources tab in Project Workspace.
  • Capture costs and benefits of a project using the Financials tab in Project Workspace. This tab provides a detailed breakdown of cost components of a project in a grid view. You can create a cost plan and benefit plan for the project. You can edit the breakdown values of a cost or benefit plan inline, making your editing faster and easier.
  • Use the Actions related list on Project form to list the action items identified for the project. The same information is rolled up to a new section, Actions in the project status report.
  • Copy an existing project status report including all fields into a new project status report using Copy option.
  • Project baseline: In addition to a schedule baseline, you can also create a financial baseline for a project, which captures benefit and financial metric information (snapshot of cost plan, benefit plan, and project-level financial metrics) of the project.
  • Determine if the time component in actual start and end dates should always be derived from the time in planned start and end dates respectively. Use the Derive time component from planned dates field on Project form to do this.
  • Update planned end date of a manual project from actual start date and planned duration by using the Enable alter of planned date with Actual for Manual Project project property. The property is set to true for upgrade customers if you have a manual project before upgrade.
  • Use the Calculate Estimate at Completion related link to populate the Estimate at completion field with the sum of actual costs from periods prior to the currently open forecast period, and future planned costs for the entire project.
  • Project stakeholders are stored in a new Project Stakeholder [pm_m2m_project_stakeholder] table.
Planning Console
  • Determine if the dates in the planning console should be displayed with or without time component by using the field Project schedule date format on Project form.
  • Resize the grid and Gantt chart in planning console. Scroll bars are now available on each.
  • You can visualize the baseline for milestones in planning console. Baseline visualization for milestone tasks was not available earlier.
Demand Management
  • Reset a demand to Draft state: Set a demand back to Draft state from any demand state. A demand can be set back to Draft state only until an artifact such as project, enhancement, defect, or change is created from the demand.
  • Use the Assessment Required check box on Demand form to disable triggering assessment questionnaire to demand stakeholders. The field is set to True by default.
  • Demand baseline: Create a financial baseline for a demand, which captures benefit and financial metric information (snapshot of cost plan, benefit plan, and demand-level financial metrics) of the demand.
Project Financials
  • Multi-currency support:
    • Project planned costs and planned benefits are always captured in the functional currency. Functional currency is obtained from the glide.system.locale property. For upgraded customers, the currency configured in the com.glide.financial_management.currency_code property is used to calculate the total planned cost, capital expenditure, and operating expenditure of the project.
    • Cost plans created in foreign currencies are converted to the functional currency using the exchange rates in the budget reference rates table.
    • Benefit plans created in foreign currencies are converted to the functional currency using the exchange rates in the budget reference rates table.
  • Extend the duration of a cost plan by creating a cost plan breakdown record.


New dot-walking component
Report on extended table fields more easily with reworked dot-walking functionality.
Report_view access control
Restrict views of content derived from a table or views of reports with aggregated data grouped by a field specified in the ACL. Prevents users from seeing unauthorized data.
New report_user role
Assign this user role to provide access to reporting functionality and creating reports, but not sharing them.
Interactive filter enhancements
Apply filters to database views as well as to all tables in a hierarchy.

Search Administration

Reindexing a table without impacting text search results

You can reindex the text search for a parent or child table in a table hierarchy. In previous releases, the Regenerate Text Index related link in System Definition > Text Indexes purged the text search index for the selected table before rebuilding, resulting in impacted search results during regeneration.

Using online reindex, you can continue to perform text searches on a table while the regeneration takes place. This method does not purge the entire text search index, nor adversely impact search results while running. It is also useful when you only want to reindex part of a table hierarchy (for example, the sc_cat_item table under the sys_metadata hierarchy).

Note: The online reindex process automatically runs on the sys_metadata table after the London upgrade completes, with no noticeable impact on search performance. If you must disable it, set the glide.ts.reindex.sys_metadata.after.upgrade system property to false. See Available system properties .

Security Incident Response

Setup Assistant
Walk through the Security Incident Response setup process in a simple, step-by-step fashion. The Setup Assistant helps you discover which capabilities of Security Incident Response require configuration, identify what permissions are required to configure them, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Security Incident Response quickly and efficiently.
Security Analyst Workspace
Use the tile-based Security Analyst Workspace to easily and efficiently perform day-to-day security analysis work. The customizable interface includes a peek feature for quickly browsing key incident details, and tools for rapidly transitioning from investigation to containment tasks.
Note: To activate this feature, request the Security Incident Response UI plugin (com.app_secops_ui) through the HI Customer Service system.
Security Analyst Playbook
Resolve certain types of security threats in a step-by-step manner using the Built-in Security Analyst Playbooks. For example, an analyst can use the playbook to resolve phishing attacks and threats caused by malicious code activity.

Service Catalog

Multi-row variable set
Use a multi-row variable set to capture variable data in a table layout while submitting a catalog item request for a group of entities.
Note: This variable set is also available in Service Portal.
Automated test framework for Service Catalog in Service Portal
Write automated end-to-end tests for requester flows to validate catalog items in Service Portal. When you upgrade or modify an instance, run these tests to confirm that the instance still works as designed. The following test step configurations are available in the Automated Test Framework (ATF) for Service Catalog in Service Portal:
  • Open a Catalog Item (SP)
  • Open a Record Producer (SP)
  • Set Variable Values (SP)
  • Set Catalog Item Quantity (SP)
  • Validate Variable Values (SP)
  • Variable State Validation (SP)
  • Validate Price and Recurring Price (SP)
  • Add Item to Shopping Cart (SP)
  • Order Catalog Item (SP)
  • Submit Record Producer (SP)
Note: ATF for Service Catalog in Service Portal is not supported for order guides and multiple items in the cart.
Checkout Shopping Cart ATF test step configuration
Use the Checkout Shopping Cart server test step configuration to test the submission of a shopping cart in the Now Platform and Service Portal.
Assert type for the Search for a Catalog Item ATF test step configuration
Use the Assert Type field in the Search for a Catalog Item test step configuration to specify the condition for the success of the test step.
Create Request UI action
Create a catalog request from other flows to join the Service Catalog flow. By default, this UI action is available from the incident flow, where you can create a request, and associate the request with the incident. You cannot add items to the wish list or save a record producer in these flows.
When you create a request from an incident, the caller of the incident is automatically set as the Requested For user for both the one-step and two-step checkout. If the two-step checkout is enabled, the fulfiller can change the Requested For user.
Note: The Best Practice - Incident Resolution Workflow plugin (com.snc.bestpractice.incident) should be active for creating a request from an incident.

Associate a record producer request with the parent table record by retrieving the sysparm_parent_sys_id and sysparm_parent_table parameters from the URL using the RP.getParameterValue() method in the Script field of the record producer.

Request Parent Mapping submodule
Use the Request Parent Mapping submodule to add the mapping configuration for associating a request with any parent table record. Only the admin and catalog_admin roles have access to this submodule.

By default, the request mapping configuration is available for the Incident [incident] table.

Service Catalog parameters
Use the following Service Catalog parameters to link the parent record to the child record when using the catalog experience, that is, when a catalog is launched from a parent record (for example, incident).
  • sysparm_parent_sys_id
  • sysparm_parent_table
  • sysparm_view
Variable SQL Debugger
Use the Variable SQL Debugger to analyze the impact of the variable setup of a catalog item on its runtime performance, and identify the issues, if any. You can review the processing time of the catalog item and its variables based on the triggered SQL queries.
Permission tab for a variable
Use the Permission tab while creating a variable to specify the read, write, and create roles of the variable.

If no role is specified in this tab for the read, write, or create actions, all users who can access the catalog item can perform these actions irrespective of their role. For example, if no role is specified for the Write roles field, all users who can access the catalog item can edit the variable value in the variable editor.

If you are upgrading to London and the catalog item form has been customized, the Permission tab is not visible until you revert the customization.

Decryption support for a masked variable
Decrypt and encrypt the values of a masked variable using the Show and Hide buttons. These buttons are not available for a fulfiller (itil) without the catalog_view_masked role. However, the requester always has access to these buttons and the variable value on records submitted by the requester. The decryption support is also applicable in Service Portal.
Order for a catalog UI policy action
Use the Order field for a catalog UI policy action to specify the sequence in which the UI policy action is evaluated. The order is evaluated from the lowest value to the highest value. This order is also applicable in Service Portal.
Post-processing script for a record producer
Use the Post insert script field on a record producer form to include scripts that operate on the submitted record, after the record is inserted in the associated table.
Note: Post insert script overrides the target record values and record producer template values.
Clear a variable value using a catalog UI policy action
Select the Clear the variable value check box on a catalog UI policy action to clear the variable value. The selection is also applicable in Service Portal.
Auto-population of names for variables and variable sets
The Internal name field for a variable set is auto-populated based on the Title field for all variable types except break, container split, and container end.

The Name field for a variable is auto-populated based on the Question field for all variable types except break, container split, and container end.

Server-side scripting support for variables of a variable set
Use the Internal Name field of a variable set to access its variables that are set on the target record. You can access the variable value of the target record in a script using:
For example, consider a variable set with the internal name vset and the variable single. Access the variable value of the target record in a script using:
Ability to access variables for task records
Use scripts to access variables of task records using the following access points:
  • gr.variables: Gets GlideElementVariable of variables and variable sets associated with a GlideRecord.
  • gr.variables.getVariableValues(): Gets the name value pair of variables associated with a GlideRecord.
  • gr.variables.getElements(): Gets GlideElementVariable for variables within a GlideRecord.
  • gr.variables.<var_name>.getQuestion(): Returns the Question object of each GlideElementVariable.
Support for a record producer variable mapped to an encrypted field
If the record producer variable is mapped to an encrypted field of a target table, then this variable value is not stored in Question Answer [question_answer] table. So, this variable value is also not available in the variable editor of the target record.
If the record producer variable is masked and encrypted, and mapped to an encrypted field of a target table:
  • The variable value is not stored in Question Answer [question_answer] table.
  • The decrypted value of the variable is copied to the encrypted field of the target record.
UserCriteriaLoader API
Use the UserCriteriaLoader API to get the user criteria associated with a specific user, or a user associated with a specific linkTable. To use this class in a scoped application, use the sn_uc namespace identifier.
New method for the Service Catalog REST API
Use the following method to get the display value of the specified variable.
POST /sn/sc/servicecatalog/variables/{sys_id}/display_value

Service Level Management

SLA Breakdown Definitions
Added a feature called SLA breakdowns. When activated and configured, you can generate breakdown data for each task SLA record by the Assignment group and the Assigned to field, capturing every user and group that owned the related task, the order they owned it, the amount of time and percentage of SLA duration their ownership consumed, and whether the SLA was breached while they owned the task. SLA breakdowns helps identify which users or groups helped to achieve an SLA or identify users and groups who most contributed to an SLA breach.
Defined a single breakdown definition for new customers. The definition is known as Incident SLAs by Assignment and has SLA definitions “Priority 1 Resolution (1 hour)” and “Priority 2 Resolution (8 hour)” associated with the definition. Upgrading customers must enable the SLA Breakdowns plugin (com.snc.sla.breakdowns). Once the plugin is activated, upgrading customers have a single breakdown definition defined called Incident SLAs by Assignment. This breakdown definition does not have any SLA definitions associated with it, by default. Upgrading customers must associate the SLA definitions that they want to track breakdown definitions for.
Ensure that you have the London versions of the script includes TaskSLAController and RepairTaskSLAController before activating the SLA Breakdowns plugin (com.snc.sla.breakdowns) to ensure that breakdown data is generated correctly. If you have ever customized either of these two script includes, you must incorporate all customizations into the London versions of these files from the most recent upgrade.
Added a table cleanup job sla_breakdown_by_assignment. This job automatically removes any breakdown data (records) that are older than one year.
New SLA Overview Homepage
Deprecated and replaced the SLA homepage with an all new SLA Overview dashboard. This new dashboard can be found by navigating to Service Level Management > Overview or Self-Service > Dashboards. This dashboard is enabled by default for new customers. Upgrading customers must enable the com.snc.sla.overview plugin to activate this new dashboard.
New Performance Analytics Dashboard
Added a new Performance Analytics dashboard called SLA Overview (Premium). To enable this dashboard, the plugin ( must be activated.
New Task SLA Field Styles
Added field styles to the Task SLA list view, replacing the legacy colored dots with a bar graph which is colored based on the amount of SLA duration that has elapsed. SLAs with 50% or less duration are displayed as green, SLAs between 50-75% SLA duration are displayed as yellow, SLAs with 75-100% duration are displayed as orange, and any SLA marked as breached displays a red bar.

Service Mapping

Copy patterns from one instance to another
Create an update set containing new or modified patterns with their related items.
Application services
Use application services to create, maintain, and manage services in a unified way in Service Mapping, the CMDB, and other ServiceNow applications. Application services replace business services.
Use patterns on Store
On top of hosts and applications supported by default, you can discover additional hosts and applications by deploying patterns available on Store. New patterns are regularly published on Store outside major product releases.

Service Portal

Filter Service Portal search results using search facets
Enable your end users to filter search results for a more meaningful result set. Create facets for simple or advanced search sources.
Paginate search results
Limit the number of results that a search source displays at one time to improve performance. End users can load more results as needed.
Create Guided Tours for Service Portal
Create a guided tour for a Service Portal page to guide users through the content step by step. In the base system, tours can only be manually launched from pages that use the SP Header Menu. Manually launched tours do not display on pages with custom header menus.
Set the duration that info and error messages persist
Use the glide.service-portal.notification_timeout.seconds system property to set the duration in seconds that error and info messages remain on the screen before they are auto-dismissed. If set to 0, messages do not auto-dismiss and require that a user close them. The default value is 5.
Test Service Portal forms using the Automated Test Framework
Write automated tests to validate Service Portal forms. The following Automated Test Framework (ATF) test steps are available:
  • Open a Service Portal form
  • Set field values on a form
  • Validate field values
  • Validate field states
  • Check UI action visibility
  • Click a UI action
  • Validate form submission
Use validation scripts in Service Portal
Validate user input in a specific field type using a validation script. In new instances, Service Portal includes XML, Script, Script (Plain), Email, and Version validation scripts by default. If upgrading from a previous release, the Mobile and Service Portal version is not active by default. You must activate the Mobile and Service Portal version of the validation script to validate user input in the Service Portal. To use a validation or UI script in Service Portal, change the UI type to Mobile / Service Portal or All. See Activate Service Portal validation scripts.
Change the display style of the Announcements widget
Select the Use Display Style instance option to display each announcement in the widget according to the style defined in the announcement record. Before selecting this option, consider how the widget will display if multiple announcements in the widget use different styles.

Software Asset Management

Adobe Cloud License Management publisher pack
Use the Adobe Cloud License Management publisher pack for enhanced discovery of Adobe subscriptions to determine license compliance. The Adobe User Management API is used for integration with Adobe Creative, Experience, and Document Cloud for normalization and reconciliation. Discovery sources include ServiceNow Discovery, Microsoft SCCM, and other third party discovery sources that can integrate as a data source in the ServiceNow CMDB.

Adobe Cloud dashboard using Performance Analytics is activated with this publisher pack to forecast cloud license cost and consumption.

Citrix publisher pack
Use Citrix publisher pack for reconciliation and optimization of Citrix products, such as XenApp and XenDesktop, to determine license compliance. Optimization includes license usage for concurrent users as well as per device, per processor, and per user. ServiceNow Discovery identifies applications deployed in your Citrix farm from the Citrix Delivery Controller using OData APIs.

Citrix dashboard using Performance Analytics is activated with this publisher pack for compliance and cost optimization.

Software lifecycle content included in the Software Library
Identify risk of software installed throughout your environment using software lifecycle content, such as general availability and end-of-life dates, provided as part of the Software Library. Software lifecycle content is also useful for Technology Portfolio Management (ITBM) to perform application rationalization.
Automated software entitlement import
Streamline the process of importing software license entitlements into the Software Asset Management application using a Microsoft Excel spreadsheet. Critical validation is performed during the import, such as identification of errors and duplicates, to ensure the data is accurate and complete. Validation records are included in the Entitlement Import Error list.
License Change Projection
Integrate Change Management with Software Asset Management to automatically calculate the impact of software license costs within Change Management when a change is proposed.
License Position report
Use the License Position report to view compliance details for each software model in a single list. The License Position report makes your license position easy to understand from reconciliation output.
On-premise customer support
Upload Software Library content to your on-premise environment from a zip file to take full advantage of the Software Library in Software Asset Management. On-premise customers can participate in the Software Asset Management Content Service by exporting custom content to contribute to the improvement of the normalization service. Exported data includes custom content, such as discovery models not fully normalized, and custom part numbers.
Updated dashboards using Performance Analytics to trend KPIs for SAM
Leverage native ServiceNow platform capabilities to trend Microsoft, Oracle, IBM, VMware, and Citrix software cost and compliance key performance indicators (KPIs) over time. You can also customize your own KPIs to track progress toward your software asset goals.
IBM publisher pack enhancement
Automate reconciliation of IBM products, including complex server licensing scenarios, using IBM publisher pack. Integration with IBM BigFix Inventory discovery application is used to measure subcapacity and full-capacity license compliance for PVU and RVU license metrics.
Oracle publisher pack enhancement
Set the Oracle reconciliation property for a VMware vCenter cluster so that all processors on every ESX server are considered when determining license compliance. Oracle options usage data is also collected.
Normalization suggestions
Evaluate suggestions to normalize discovery models which were previously manually normalized incorrectly. Suggestions are automatically identified if an error exists after new normalization content is delivered to your instance via the Content Library. Suggestions can be either accepted, which updates the Discovery Model to the correct values, or rejected, which leaves the manually normalized values.

Subscription Management

View the roles that are associated with a subscription
The Application Roles related list on the Subscriptions page includes all roles that are loaded with the plugin for the application. The roles in the list (that are identified as Subscription roles) form a good basis for constructing a user set.

System upgrades

Debug upgrade

Diagnose and resolve issues you suspect may have resulted from the most recent upgrade by enabling upgrade debugging during a user session. Each transaction lists whether an artifact was skipped, customized by the customer, or modified by ServiceNow during the last family-to-family or patch version upgrade.

Debug Upgrade is a component of standard ServiceNow session debugging. You enable Debug Upgrade, process a transaction (for example, load a form), and then analyze the reported upgrade information.

Table administration

Rollback and Delete recovery
Recover deleted records and roll back some actions.

Task Communications Management

Communication Plan
Define the stakeholders who should be informed, what information should be shared, when the information should be delivered, and the methods of communication.
Communication Task
Specify the mode of communication (channel) and the frequency at which the communication must be carried out.
Communication Contact
Define the recipients of a particular communication plan to determine the target audience involved in each communication task and the responsibilities they are expected to handle. Earlier, using contract management, you could only define users and groups. Now, you can also define a Recipient list. This functionality is provided by the Targeted Communications (com.sn_publications) plugin. You can dynamically define the recipients of a particular communication plan using the recipient list.
Communication Channel
Define a communication channel for each communication task to determine which mode of communication to use for the task when a plan is attached to an incident. There are three modes of communication available: email, SMS, and conference.

Time Card Management

Log time for your resources
Log time and submit the time sheet of your resources from Time Sheet Portal. This option is available for user managers.
Notification for rejected time sheets
Navigate to rejected time sheets by clicking the new notification icon. The icon is in the header of Time Sheet Portal.
Approve button for user manager
Approve a time sheet by using the new Approve button in Time Sheet Portal. The button is available only for a user manager.
Group tasks
View the task cards for your assignment group by using the Group Tasks tab in Time Sheet Portal.
Calendar to switch time sheet
Access the calendar to switch between time sheets. The calendar is available in the header of Time Sheet Portal.
Inline edit of Project time category and Rate type
Add information about the project time category and the rate time for your time cards in the new columns – Project time category and Rate type. The editable columns are available in the Logged Time Cards section of Time Sheet Portal.
Approval date and time on time card
See when the time card state changes to Approved by using the Approved on field. The field is not on the form by default.


Duplicate CI Remediator

Reconcile duplicate CIs in your system by using a wizard that guides you through the reconciliation process. The wizard pages provide detailed information about the duplicate CIs, letting you choose which attributes, relationships, and related items to retain, and what to reconcile.

Use the CMDBDuplicateTaskUtils API to manually create a de-duplication task for duplicate CIs that the system is not configured to detect. You can then remediate those tasks using the Duplicate CI Remediator as you would remediate a system generated de-duplication task.

Get extra guidance through the remediation process from Embedded Help topics which are included with the Duplicate CI Remediator.

CI Relationships Health
Use the 'Relationships not compliant with all relationship rules' report to see relationships that do not comply with any relationship governance rules, including suggested relationships and dependent relationship rules.
Application Services
Use application services as a unified infrastructure for creating, maintaining, and managing services in the CMDB, Service Mapping, Event Management (if activated), and other ServiceNow applications. You can convert legacy business services to application services.

Vendor Risk Management

Vendor Tiering
Determine your vendor's risk tiering score through the vendor tiering assessments workflow. Vendor risk managers route these assessments to internal assessors. The results are calculated against the default tiering scale. The vendor risk tiering score categorizes the potential risk posed by that vendor. Changes in the vendor tier can automatically generate a vendor risk assessment helping vendor risk managers determine the right assessment for the vendor based on the tier.
Security Score Integration
Measure and monitor the security posture of a vendor, using third-party score providers, such as BitSight Technologies and SecurityScorecard, Inc. Vendor risk managers use these scores, or other internal metrics, to determine the potential risk of vendors. Each provider has different score ranges that are normalized through the Security Score Integration for determining security scores on a common scale. Changes in the security score can automatically generate a vendor risk assessment to reduce this vendor’s risk exposure.

Vulnerability Response

Setup Assistant
Use Setup Assistant to walk you through the Vulnerability Response setup process in a simple, step-by-step fashion. Setup Assistant helps you discover which capabilities of Vulnerability Response require configuration, identify what permissions are required to configure them, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Vulnerability Response quickly and efficiently.
CI Lookup Rules
Configure the tables and fields within the CMDB that are used to look up existing Configuration Items when importing Vulnerable Items with CI Identifier Rules. They are also used for other Security Operations integration use cases. Rules are extensible to accommodate attribution and data that may be unique to a customer environment.
Understanding Discovered ItemsDiscovered Items
Understand how hosts, discovered in your vulnerability assessment application, correspond to configuration items (CIs) in your CMDB using the Discovered Items feature. You can see how vulnerability instances from your vulnerability assessment application are de-duplicated when imported. For each host represented in each of your vulnerability assessment applications, a discovered item is created. The discovered item is then associated with its corresponding CI in the CMDB. Host information from your vulnerability assessment application is saved in the discovered item, which can aid in reclassifying the associated CI, as needed. The default listing for Discovered Items is unmatched CIs.
Vulnerability Rollup Calculator
Use the risk score of vulnerable items to roll up the risk score at the Vulnerability group level.
Risk Score enhancements
See how to use the interface to create a calculator using sample risk calculators, provided with the base system. These calculators are disabled by default.
New Reason added to the Closed state
Added Fixed with Exceptions to the Vulnerability Group Closed state. This choice handles the case where not all vulnerable items are fixed, but the remediation specialist is finished working with that group.
System property: sn_vul.impacted_services.limit
Sets a limit on the number of vulnerable item records the scheduled job retrieves when calculating impacted services. Located in sys_properties.list.
New in exiting integrations

Rapid7 Vulnerability Integration deduplication of data warehouse records

Starting with Rapid7 Vulnerability Integration v6.2.1, when migrating to the InsightVM integration type from the Data Warehouse integration type, the InsightVM integration recognizes existing data warehouse vulnerable items, if they were imported from the same data source. It does not create duplicate records, so you can seamlessly migrate from the Data Warehouse to InsightVM integration type.

Rapid7 Vulnerability Integration supports the Rapid7 InsightVM API

Starting with Rapid7 Vulnerability Integration v6.2, the Rapid7 Vulnerability Integration uses data imported from the Rapid7 Nexpose data warehouse and the Rapid7 InsightVM product to help you determine the impact and priority of potentially malicious threats.
Note: To migrate from the Rapid7 Nexpose integration type to the Rapid7 InsightVM integration type see, KB0743164.
Rapid7 Vulnerability Integration documentation has moved from the Store to the Product Documentation site

Starting with Rapid7 Vulnerability Integration v6.0, the product documentation can be found under Vulnerability Response integrations on the Product Documentation site. This move provides seamless access to the rest of the Security Operations content.

Multi-source Qualys vulnerability integration support

Provide a unified view into the vulnerability exposure of your organization, using the Vulnerability Response multi-source support for the Qualys Cloud Platform. Multiple vulnerability assessment application deployments, and even multiple deployments from the same vulnerability assessment vendor, often occur after mergers and acquisitions.

Multi-source support enables you to integrate multiple Qualys Cloud Platform deployments into a single instance of Vulnerability Response. Assets identified by multiple Qualys deployments and their vulnerabilities are consolidated and reconciled with your CMDB. This consolidation happens even when scan processes overlap between the multiple deployments. Qualys vulnerability integration Knowledge Base records are normalized across deployments, ensuring that instances of the same vulnerability across deployments are treated as the same vulnerability.

Web services

External user REST API security
Increase the security of sensitive data in your instance by preventing unauthorized external users from accessing scripted REST API resources.
Inbound REST API rate limiting
Use rate limit rules to limit the number of inbound REST API requests processed per hour to prevent excessive use.
Install an ODBC driver patch
Use ServiceNow patches to install incremental ODBC fixes that occur between major ODBC releases.
Support for custom request content types
Added support for the following custom content types in scripted REST APIs:
  • Custom user-defined content types, with the ability to safely parse custom content types to JavaScript objects
  • application/x-www-form-urlencoded requests using standard request APIs


Display approvers in workflow stage fields
Enable workflow stage fields to display approvers, change the number of approvers to display, or disable displaying approvers.
Retain activity scratchpad values
View activity scratchpad values from the Workflow Activity History Scratchpad [wf_history_scratchpad] table. Workflow Activity History Scratchpad is also an embedded list in Worfklow Activity History records.