Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Changes to plugins in the Madrid release

Log in to subscribe to topics and get notified when content changes.

Changes to plugins in the Madrid release

This table lists new plugins in the Madrid release and existing plugins that were deprecated, renamed, or changed in some way.

Plugin Status Description Details
Action Status Automation

[com.sn_action_status]

New in Madrid This plugin tracks blocking records created for tasks and updates the action status indicators on the task list.
Advanced Work Assignment

[com.glide.awa]

New in Madrid Automatically assigns work items to agents based on their availability, capacity, and skills.
Advanced Work Assignment for CSM

[com.sn_csm.awa]

New in Madrid Configuration data supporting routing, queuing, and assignment of CSM Cases.
Advanced Work Assignment for Incidents

[com.snc.incident.awa]

New in Madrid Default configuration to support Advanced Work Assignment for Incident
Agent Chat

[com.glide.interaction.awa]

New in Madrid Enables Workspace Agent Chat and the Chat service channel in Advanced Work Assignment.
Agent Intelligence

[com.glide.platform_ml]

New in Madrid
Agent Intelligence Reports

[com.glide.platform_ml_pa]

New in Madrid
Agent Schedule

[com.snc.agent_schedule]

New in Madrid Enables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.
Agent Workspace

[com.agent_workspace]

New in Madrid All-in-one app enabling CSM/ITSM agents to provide world-class service at light speed.
Agent Workspace - Ribbon

[com.snc.agent_workspace.ribbon]

New in Madrid Workspace Ribbon Configuration.
Agile - Scaled Agile Framework - Essential SAFe

[com.snc.sdlc.agile.multi_task]

Madrid Scaled Agile Framework was designed to apply Lean-Agile principles to the entire organization. Essential SAFe is most basic configuration of the framework and it provides the minimal elements necessary to be successful with SAFe: manage your agile release train backlog, plan program increments, implement stories, and track sprints.
Agile - Scaled Agile Framework - Portfolio SAFe

[com.snc.sdlc.portfolio_safe]

New in Madrid Use Portfolio SAFe to apply lean and agile principles to your portfolio work.
Agile Development 2.0 - ATF Tests

[com.snc.sdlc.agile.2.0.atf]

New in Madrid Agile Development 2.0 - ATF Tests provides you test cases and test suites that can be run on the Agile Development 2.0 application.
Application Portfolio Management - ATF Tests

[com.snc.apm.atf]

New in Madrid ATF tests for Application Portfolio Management.
Automated Test Framework - Custom UI

[com.glide.automated_testing_impl.custom_ui]

New in Madrid Adds ability to test custom UI.
Automated Test Framework - Parameters

[com.glide.automated_testing_impl.parameters]

New in Madrid Adds ability to parameterize ATF tests.
Automated Test Framework - Reporting

[com.glide.automated_testing_impl.report]

New in Madrid Automated Testing Framework Reporting test step configuration.
Automated Test Framework - Responsive Dashboards

[com.glide.automated_testing_impl.dashboards]

New in Madrid Automated Testing Framework Responsive Dashboard test step configuration.
Automated Test Scripts For Survey

[com.glide.automated_testing_impl.survey]

New in Madrid Automated Test Scripts For Survey
Base Upgrade Logger

[com.glide.base_upgrade_logger]

New in Madrid
Change Management - ATF Tests

[com.snc.change_management.atf]

New in Madrid

This plugin loads ATF tests for Change Management when the Change Management - State Model plugin is active.The demo data for

this plugin is required to successfully execute these ATF tests.

Chef Activities

com.snc.orchestration.activities.chef

Planned for deprecation in release New York
CMDB Search

[com.snc.cmdb_search]

New in Madrid Query-like search on CMDB CIs and relationships. Converts a free-style query with configurable synonyms and stop words, into a properly formulated query on CMDB tables.
CMDB Workspace

[com.cmdb-workspace]

New in Madrid Plugin to enable CMDB capabilities to workspace.
Coaching

[com.sn_coaching]

New in Madrid The Coaching module facilitates the coaching of employees on their work through the use of coaching opportunities (critical moments in a process) that can be conditionally configured.
Context-Sensitive Help Rest API

[com.glide.context_help.rest_api]

New in Madrid REST API for the context-sensitive help system.
Continual Improvement Management Automated Tests

[com.sn_cim_atf]

New in Madrid ATF plugin for Continual Improvement Management (CIM).
Conversation Branding Settings

[com.glide.cs.branding]

New in Madrid Conversation Branding Settings
Conversation General Settings

[com.glide.cs.settings]

New in Madrid Conversation General Settings
CSM Lookup and Verify

[com.snc.sn_csm_lookup_verify]

New in Madrid CSM Lookup and Verify
CTI Softphone

[com.snc.cti]

New in Madrid

Enables Twilio integration using Notify and OpenFrame to provide softphone functions and call center capabilities. These include make, receive phone calls, transfer, hold and mute. Applications like Customer Service and Incident Management provide demo workflows for CTI.

Please re-activate respective applications where you require CTI demo workflows.
Customer Service Virtual Agent Conversations

[com.sn_csm.virtualagent]

New in Madrid CSM Virtual Agent Conversations
Customer Service with Request Management

[com.sn_cs_sm_request]

New in Madrid Provides an integration between Customer Service Management and the Request Management application. Enables users to create request records from a Customer Service case.
Customer Service with Service Management

[com.sn_cs_sm]

New in Madrid Provides an integration between Customer Service Management and the Incident, Problem and Change Management applications. Enables users to create incident, problem and change records from a Customer Service case.
Email Address Filter

[com.glide.email_address_filter]

New in Madrid APIs and data structures for email address filtering.
Email Client

[com.glide.email_client]

New in Madrid Enables you to send email directly from any record.
Encrypted Workflow Scratchpad

[com.snc.encrypted.scratchpad]

New in Madrid Encrypted Scratchpad support on the Workflow Context and Workflow Executing Activities.
Fixed Costs

[com.snc.fixed_costs]

New in Madrid Fixed Costs
Flow Client

[com.glide.hub.flow.client]

New in Madrid The client side API for interacting with flows, subflows, and actions.
Flow Designer Action Step - Payload Builder

[com.glide.hub.action_step.payload]

New in Madrid Action Step - Payload Builder
Flow Designer support for the Service Catalog

[com.glideapp.servicecatalog.flow_designer]

New in Madrid Service Catalog Flow Designer
Glide Conversation Server Adapters

[com.glide.cs.adapter]

New in Madrid Glide Conversation Server Adapters
Glide Virtual Agent

[com.glide.cs.chatbot]

New in Madrid Activates the Virtual Agent framework and the other necessary plugins.
GRC: Risk Management Dependencies

[com.snc.grc_risk_dep]

New in Madrid Installs all the dependent plugins required to support the GRC Risk Management application.
GRC: Vendor Risk Management Dependencies

[com.snc.grc_vrm_dep]

New in Madrid Installs all the dependent plugins required to support the GRC Vendor Risk Management application.
HR Performance Analytics (aka Modules IT)

[com.snc.pa.hr_core, com.snc.pa.hr.context_sensitive_analytics, com.snc.hr.pa" plugins are set to “retired" state]

Planned for deprecation in release New York.
Incident Management - ATF Tests

[com.snc.incident.atf]

New in Madrid Provides Incident Management ATF Tests.
Instance Security Center

[com.glide.instance_sec_center]

New in Madrid This plugin activates the Instance Security Center Portal. Search for Instance Security Center in the left navigation menu.
Interactions Management

[com.glide.interaction]

New in Madrid Activates the Interactions Management System.
ISD Dashboard

[com.glide.security.dashboard]

Deprecated and not supported in release Madrid.
ITSM Mobile

[com.sn_itsm_mobile]

New in Madrid ITSM Mobile Experience
ITSM Virtual Agent Conversations

[com.snc.itsm.virtualagent]

New in Madrid This plugin contains prebuilt conversation topics for ITSM related use cases.
ITSM Workspace

[com.snc.agent_workspace.itsm]

New in Madrid ITSM Agent Workspace
Keylines Business Service Maps

[com.snc.keylines_bsm_map]

New in Madrid An interactive and graphical interface to visualize Configuration Items (CIs) and their relationships. Provides filtering capabilities to manage data being displayed, allowing for configuration by the user to view in context to their role. Additional capabilities provide for the displaying of related tasks such as Incidents, Problems, Changes and Certification Tasks.
Knowledge Blocks

[com.snc.knowledge_blocks]

New in Madrid This plugin adds an advanced editing feature to Knowledge Management which allows user to create re-usable content blocks that can be included in existing knowledge articles. This feature will give the ability to have one large article and be able to just display pieces of that article to specific users.
KMv2

[ com.glideapp.knowledge2 ]

Planned for deprecation in release Orlando.
Knowledge Management Core

[com.glideapp.knowledge]

New in Madrid Installs the core Knowledge Management items used to allow other Knowledge related plugins to work, such as Knowledge V3, Knowledge Advanced, Knowledge Service Portal. This plugin is activated by default.
Knowledge Management with KCS

[com.glideapp.knowledge2]

Planned for deprecation in Release Orlando
Legacy Notify

[com.snc.notifynow]

Deprecated in Release New York.
Legacy Survey

[com.snc.bestpractice.task_survey, com.glideapp.survey com.snc.assessment, com.glideapp.survey_wizard]

Deprecation in Release New York.
Live Agent Conversation Settings

[com.glide.cs.live_agent_settings]

New in Madrid Live Agent Conversation Settings
Lookup and Verify

[com.snc.sn_lookup_and_verify_config]

New in Madrid This plugin packages the lookup and verify functionality.
Mobile Studio

[com.glide.sg-studio]

New in Madrid Plugin for Mobile Studio
Modules IT

[com.snc.pa.hr_core]

[com.snc.pa.hr.context_sensitive_analytics]

[com.snc.hr.pa]

Planned for deprecation in Release New York
Okta

[com.snc.sso.okta​

No longer supported as of Madrid.
  • Not available for new deployments.
  • Activation: Requires ServiceNow, Inc. personnel support.
On-call Scheduling Table Name change “Rota to Shift”

[com.snc.on_call_rotation]

Table renamed in Madrid.
Outlook Actionable Messages

[com.sn_ms_oam]

New in Madrid Outlook Actionable Messages
Performance Analytics - Content Pack - Advanced Work Assignment

[com.snc.pa.awa]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for Advanced Work Assignment, along with visualizations and a dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Content Analytics

[com.snc.pa.premium.content_analytics]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for Content Analytics, along with visualizations and the following dashboards:
  • Content Analytics
  • Content Analytics - Basics
Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Content Automation

[com.snc.pa.premium.content_automation]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for Content Automation, along with visualizations and the following dashboards:
  • Campaign Overview
  • Campaign Analytics
Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Customer Service Management - Advanced

[com.snc.pa.customer_service_advanced]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for Customer Service Management. Has the contents of the older Performance Analytics - Content Pack - Customer Service plugin, but also supports the following features:
  • Major Issue Management
  • Customer Service Case Action Status
  • Customer Service with Request Management
  • Customer Service with Service Management
  • Agent Chat
  • Advanced Work Assignment for CSM
  • Performance Analytics - Content Pack - Advanced Work Assignment
Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - GRC: Policy and Compliance Management

[com.sn_compliance_pa]

Updated in Madrid with new visualizations Preconfigured Performance Analytics indicators and breakdowns for GRC Policy and Compliance along with improved visualizations presented on the following dashboards:
  • Control Owner
  • Compliance Manager
  • Compliance Executive
Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - GRC: Risk Management

[com.sn_risk_pa]

Updated in Madrid with new visualizations Preconfigured Performance Analytics indicators and breakdowns for GRC Risk Management along with improved visualizations presented on the Compliance Executive dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - ITSM Dashboards

[com.snc.pa.itsm_dashboards]

Updated in Madrid with new visualizations Preconfigured Performance Analytics indicators and breakdowns for ITSM along with improved visualizations presented on the following dashboards:
  • IT Agent
  • IT Manager
  • IT Executive
Performance Analytics - Content Pack - Project Portfolio Suite with Financials Dashboards

[com.snc.pa.pmo_dashboards]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for Project Portfolio Management along with visualizations presented on the PMO Dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Security Incident Response Temporarily unavailable in Madrid Preconfigured Performance Analytics indicators and breakdowns for Security Incident Response along with visualizations presented on dashboards. An updated version of this plugin will be available on the ServiceNow Store.
Performance Analytics - Content Pack – Virtual Agent

[com.glide.cs.pa]

New in Madrid Preconfigured Performance Analytics indicators and breakdowns for the Virtual Agent along with visualizations presented on the Virtual Agent Overview Dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Performance Analytics - Content Pack - Vulnerability Response

[com.snc.vulnerability.analytics]

Updated in Madrid with new visualizations Preconfigured Performance Analytics indicators and breakdowns for Vulnerability Response Management along with visualizations presented on the Vulnerability Management Dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.

This solution is available only from the ServiceNow Store.

Performance Analytics - Domain Support

[com.snc.pa.domain_support]

New in Madrid The Performance Analytics Domain Support plugin provides additional features to support scores collection on domain separated instances. This plugin requires the Performance Analytics Premium and Domain Separation plugins to be installed.
Performance Analytics and Reporting - Service Portal Widgets

[com.snc.pa.sp.widget]

New in Madrid Support for PA widgets in the Service Portal. A number of JavaScript and CSS libraries are included to be able to run PA widgets independently in the Service Portal.
Performance Analytics Premium for Security Operations

[com.snc.pa.premium.sir]

New in Madrid Installing this plugin will remove the limitations of the out of box Performance Analytics.
PPM Dashboard

[com.snc.problem.atf]

Deprecated and no longer supported in release Madrid.
Problem Management - ATF Tests

[com.snc.problem.atf]

New in Madrid Provides Problem Management ATF Tests. This plugin requires Problem Management Best Practice - Madrid plugin to be active.
Problem Management Best Practice - Madrid

[com.snc.best_practice.problem.madrid]

New in Madrid

This best practice plugin helps to identify the cause of a service interruption reported by a significant or recurring incidents.

Provides roles for problem management including a problem coordinator, problem manager and problem administrator

Provides fields to record the category, where the issue was first reported, the workaround, the cause notes and the fix notes

Searches for and attaches knowledge articles

Communicates when a workaround or fix is available

Clears the ˜Assigned to" field when changing the "Assignment Group".

Problem Management Best Practice - Madrid - Knowledge Integration

[com.snc.best_practice.problem.madrid.knowledge]

New in Madrid

This best practice plugin helps to identify the cause of a service interruption reported by a significant or recurring incidents.

Create Known Error articles for Incident Deflection.

Requires that the Knowledge Management Advanced plugin to be activated.
Problem Overview Dashboard

[com.snc.pa.problem.dashboards]

New in Madrid Displays Problem Overview Dashboard.
Project Portfolio Suite with Financials - ATF Tests

[com.snc.financial_planning_pmo.atf]

New in Madrid ATF tests for Project Portfolio Suite with Financials
Puppet Activities

[com.snc.orchestration.activities.puppet]

Planned for deprecation in release New York
Scaled Agile Framework Plugin renamed in release Madrid. Plugin renamed Agile - Scaled Agile Framework - Essential SAFe
Security Incident Response Dependencies

[com.snc.si_dep]

New in Madrid Installs all the dependent plugins required to support the Security Incident Response application.
Service Catalog - ATF Tests

[com.glideapp.servicecatalog.atf.test]

New in Madrid Provides Service Catalog ATF Tests
Service Catalog - Workspace

[com.glideapp.servicecatalog.workspace]

New in Madrid Service Catalog - Workspace
Service Level Management PA Dashboard

[com.snc.pa.sla.overview]

New in Madrid This plugin provides the SLA Overview (Premium) Dashboard. Activation of this plugin on production instances may require a separate Performance Analytics license. Contact ServiceNow for details.
Service Portal La Jolla Brand Update

[com.glide.service-portal.themes.la-jolla]

New in Madrid This plugin will update your /sp and /sp_config portals with the ServiceNow La Jolla branding. The logo, favicon, login page background image, hero banner, theme, and widget instance options are updated when the portal record has not been modified. When the portal record is modified no changes are made and an administrator can manually apply changes by downloading the La Jolla images from the db_image table and applying as well as updating the theme setting of the portal record.
ServiceNow Add-In for Microsoft Outlook

[com.sn_outlook_addin]

New in Madrid ServiceNow Add-In for Microsoft Outlook
ServiceNow Document Viewer

[com.snc.documentviewer]

New in Madrid Document viewer is a platform feature that will enable users to view enterprise class documents (*.pdf only) inline within the platform attachment instead of downloading it to the local device and then opening the documents with a locally installed viewer.
ServiceNow Subscription Management Dashboards

[com.snc.usage_admin.dashboards]

New in Madrid ServiceNow Subscription Management Dashboards
Survey Question Bank Sample Data

[com.snc.question_bank_data]

New in Madrid Provides a library of Survey category and Survey questions that you can add to your new or existing survey in seconds.
Test Management 2.0 - ATF Tests

[com.snc.test_management.2.0.atf]

New in Madrid Test Management 2.0 - ATF Tests provides you test cases and test suites that can be run on the Test Management 2.0 application.
Feedback