Home Madrid Release Notes Madrid release notes Release notes summaries for Madrid features Activation information for all Madrid features and products

Activation information for all Madrid features and products

Cumulative release notes summary on activation information for Madrid features and products.

Some products and features require specific subscriptions, roles, or licenses. Other features are part of the Now Platform® and are active by default.

Application or feature

Details

API

Advanced Work Assignment APIs: The Advanced Work Assignment plugin (com.glide.awa) requires a separate subscription and you can activate it if you have the admin role.
Agent Intelligence APIs: Agent Intelligence is included in the following packages: ITSM Professional, CSM Professional, HR Professional, HR Enterprise, ITOM Standard, ITOM Professional, ITOM Enterprise, and standalone Event Management. When you subscribe to any of these packages, you can activate the Agent Intelligence plugin (com.glide.platform_ml) on your production instance.
Change Management APIs: The Change Management plugin (com.snc.change_management) requires a separate subscription and you can activate it if you have the admin role.
Flow Designer APIs: Flow Designer is a Now Platform® feature that is active by default.
Notify APIs: The Notify plugin (com.snc.notify) requires a separate subscription. This plugin includes demo data and activates related plugins if they are not already active.

Advanced Work Assignment

Advanced Work Assignment requires activation of the Advanced Work Assignment plugin and related AWA plugins that enable AWA service channels.

Agent Intelligence

Agent Intelligence is included in these packages: ITSM Professional, CSM Professional, HR Professional, HR Enterprise, and Now Platform App Engine Professional. When you subscribe to any of these packages, you can activate Agent Intelligence on your production instance. For activation instructions, see Activate Agent Intelligence.

Agent Workspace

Active by default.

Agile Development 2.0

You must have an admin role to activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0). The dashboards for Agile Development 2.0, if required, must be activated separately using the Performance Analytics – Content Pack – Project Portfolio Suite Dashboards plugin (com.snc.pps_dashboards). The Performance Analytics license is required to use the dashboards.

Antivirus Scanning

To use the Antivirus Scanning feature, activate the ServiceNow Antivirus Program (com.glide.snap) plugin.

Application Portfolio Management

Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.

Application security

Active by default.

Approvals

Now Platform® feature active by default.

Assessments and Surveys

Now Platform® feature active by default.

Authentication

Authentication is a Now Platform® feature and is active by default.

Automated Test Framework

Now Platform® feature active by default.

To use the quick start tests for an application, activate the plugin that is associated with it. See Available quick start tests by application or feature for plugin requirements.

COVID-19 Global Health Data Set

Install COVID-19 Global Health Data Set by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Federal customers using IL4 or FedRAMP environments will see the Safe Workplace suite applications ready and available to install on their nonproduction instances without having to make any special requests. Licenses are required to use Safe Workplace suite applications on production instances. Customers are responsible for configuring the apps to meet U.S. federal regulations and guidelines.

Note: Now® Mobile capabilities are not currently supported in FedRamp Mod/IL2 and FedRamp/IL4 (GCC) environments. Customers running Safe Workplace applications in those environments will need to leverage web interfaces and configure email notifications instead of Now Mobile push notifications.

Table 1. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Change management

Change Management provides the following plugins:

Change Management - Approval Policy plugin (sc_chg_pol_appr) helps in generating and configuring approvals using the Change Approval policies.
Note: This plugin is activated by default for new and existing customers.
Change Management - ATF Tests (com.snc.change_management.atf) 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.
Note: This plugin is activated for new customers. Existing customers must activate the plugin to use it.

Cloud Management

The Cloud Management(com.snc.cloud.mgmt) plugin requires a separate subscription. You must request activation from ServiceNow personnel.

Coaching

The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are not already active. The Coaching application is available with the ITSM Professional subscription only. Please contact your account manager for more information. See Request Coaching for more information.

Communities

Communities is only available for customers who are licensed for Customer Service Management. To activate Communities, activate the Customer Communities plugin (com.sn_customer_communities).

To implement knowledge harvesting, activate the Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal).

Configuration Compliance

Activate the Configuration Compliance Dependencies plugin (com.snc.vulc_dep). Download and install the Configuration Compliance plugin (com.snc.vulc) from the ServiceNow App Store and configure it based on the needs of your organization. These plugins are available as separate subscriptions.

Configuration Management Database (CMDB)

Now Platform® feature active by default.

Contact Tracing

Install Contact Tracing by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 2. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Contextual Search

Activate the Contextual Search plugin (com.snc.contextual_search) to display related articles or service catalog items within a form or record producer. This plugin is activated by default for upgrade and existing customers.

Contextual development environment

Active by default.

Continual Improvement Management

The Continual Improvement Management (com.sn_cim) plugin requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are not already active. The Continual Improvement Management application is available with the ITSM Professional subscription only. Please contact your account manager for more information. For more information, see Request Continual Improvement Management for more information.

Credentials

Credentials are a Now Platform® feature and is active by default.

Customer Service Management

You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

Dashboards

Responsive dashboards are enabled by default on new instances.
On upgraded instances, responsive dashboards must be enabled by an administrator.

DevOps

Install the DevOps application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

See DevOps product documentation for more information.

Discovery

Discovery is available as a separate subscription from the rest of the Now Platform® and requires the Discovery (com.snc.discovery) plugin.

Document Viewer

To use the Document Viewer feature, activate the Document Viewer (com.snc.documentviewer) plugin.

Edge Encryption

Active by default.

Embedded help

The Embedded Help (com.glide.embedded_help) plugin is active by default for all new and upgraded instances.

Emergency Exposure Management

Install Emergency Exposure Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Federal customers using IL4 or FedRAMP environments will see the apps ready and available to install on their instances without having to make any special requests. Customers are responsible for configuring the apps to meet US federal regulations and guidelines. FedRamp IL4 and FedRamp Mod/L2 customers will need to configure the Emergency Outreach application to use email only instead of email and Now® Mobile notifications.

Note: The Emergency Outreach application has an optional mobile push capability that cannot be used by a US federal customer in the FedMod or FedRamp/IL4 (GCC) environment at this time. They will still be able to use the app with email as a primary means of reaching their employees. These customers also cannot use the Emergency Response Management for Now Mobile app.

Table 3. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Emergency Outreach

Install Emergency Outreach by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 4. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Emergency Response Operations

Install Emergency Response Operations by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 5. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Emergency Self Report

Install Emergency Self Report by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 6. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Employee Health Screening

Install Employee Health Screening by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 7. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Employee Readiness Core

Install Employee Readiness Core by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 8. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Employee Readiness Surveys

Install Employee Readiness Surveys by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 9. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Event Management

Event Management is available as a separate subscription from the rest of the Now Platform and requires the Event Management (com.glideapp.itom.snac) plugin. For more information, see Event Management.

Field Service Management

The Field Service Mobile plugin (com.sn_fsm_mobile) enables the Field Service mobile application. This plugin is activated when you activate the Field Service Management (com.snc.work_management) plugin.

Financial Management

You can activate the Financial Management Core (com.snc.financial_management) plugin if you have the admin role.

Flow Designer

Now Platform® feature active by default.

Guided Tour Designer

Now Platform® feature active by default.

HR Service Delivery

HR Service Delivery is available as a separate subscription. You can activate one or more of the following plugins:

Case and Knowledge Management plugin (com.sn_hr_core)
Employee Service Center plugin (com.sn_hr_service_portal)
Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)

When integrating HR Service Delivery with a third-party HR management system or background check system, the HR Integrations plugin (com.sn_hr_integrations) is automatically activated with the Case and Knowledge Management plugin (com.sn_hr_core) to help with the integrations process.

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.

If you are subscribed to both HR Service Delivery and Performance Analytics, you can activate one or more of the following content packs:

Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa]
Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App [com.sn_hr_lifecycle_pa]

When migrating from the legacy (non-scoped) version to the scoped version of HR Service Delivery, you can activate the HR Migration plugin (com.sn_hr_migration) to help with the migration process.

When licensed to both HR Service Delivery and Facilities Service Management, activate the Facilities Move Management plugin (com.snc.facilities_service_automation.move) first. Activating the Facilities Move Management plugin first ensures that your building map appears in the Employee Service Center.

If you are using Employee Document Management, activate:

Employee Document Management [com.sn_employee_document_management]

If you are using Employee Document Management Bulk Import, activate:

Employee Document Management [com.sn_employee_document_management]
Orchestration [com.snc.runbook_automation]
ServiceNow IntegrationHub Installer [com.glide.hub.integrations]

If you are using Content Analytics, activate:

Content Analytics [com.sn_content_analytics]

ITSM Agent Workspace

Activate the Agent Workspace for ITSM (com.snc.agent_workspace.itsm) plugin to access the functionality of Agent Workspace for ITSM.

ITSM Virtual Agent

Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.
To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the HI Customer Service system.
You must have the admin role to activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.

Import and export

Active by default.

Incident Management

Activate the On-Call Scheduling (com.snc.on_call_rotation) plugin to access on-call roster and escalation details from the major incident workbench.
Activate the Advanced Work Assignment for Incidents (com.snc.incident.awa) plugin to automatically assign work items to agents

IntegrationHub

The ServiceNow IntegrationHub Installer plugin (com.glide.hub.integrations) requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are not already active.

Knowledge Management

The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active by default for new customers.

Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management. For more information on activating the plugin, see Activate the Knowledge Management Advanced plugin.

MID Server

Now Platform® feature active by default.

MetricBase

MetricBase requires a separate subscription and activation by ServiceNow personnel. Include in your request the free MetricBase demo plugin, which contains sample tables, metrics, triggers, and data.

Notifications

Now Platform® feature active by default.
To activate notifications in messaging applications, request the Messaging Notification plugin (com.glide.notification.messaging) through the HI Customer Service system. This plugin activates related plugins if they are not already active. Integrations with third-party systems also require a separate IntegrationHub subscription.

Notify

The Notify plugin requires a separate subscription. This plugin includes demo data and activates related plugins if they are not already active.

On-Call Scheduling

For upgrade customers, the On-Call Scheduling application is available by activating the On-Call Scheduling (com.snc.on_call_rotation) plugin, if the plugin is not already active. For zBoot customers, this plugin is activated by default.

Operational Intelligence

Operational Intelligence plugin (com.snc.sa.metric) requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are not already active.

Performance Analytics

Now Platform® feature — Complimentary Performance Analytics for Incident Management is active by default.

Full Performance Analytics functionality requires a separate subscription. For more information, see Get licensed Performance Analytics.

Platform security

Now Platform® feature – Instance Security Center is active by default.

To use Date and Date/Time encryption, activate the Encryption Support plugin (com.glide.encryption).

Policy and Compliance Management

Before you run Policy and Compliance Management in your instance, you must download it from the ServiceNow Store.

Problem Management

Problem Management provides the following plugins:

Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
Note: The plugin is activated by default for new customers. Existing customers can activate the plugin.
The Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) introduces new best practice states and guided actions to navigate the life cycle of a problem.
Note: The plugin is activated by default for new customers. Existing customers cannot activate the plugin.
Activate the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
Note: New as well as existing customers can activate the plugin.

Project Portfolio Management

You can activate the Project Portfolio Management (com.snc.financial_planning_pmo) plugin if you have the admin role.

The Rate Model plugin (com.snc.rate_model) is new in Madrid and is active by default with activation of the Project Portfolio Suite with the Financials plugin.

Reporting

Now Platform® feature active by default.

Risk Management

Before you run Risk Management in your instance, you must download it from the ServiceNow Store.

Safe Workplace Dashboard

Install Safe Workplace Dashboard by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 10. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Scaled Agile Framework (SAFe)

ServiceNow provides plugins that support two different configurations of SAFe: Essential SAFe and Portfolio SAFe.

Activate the Agile - Scaled Agile Framework - Essential SAFe plugin (com.snc.sdlc.safe) if you have the admin role. This plugin provides the features of Essential SAFe only.
Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin (com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin provides the features of both Essential SAFe and Portfolio SAFe.

Security Incident Response

Activate the Security Incident Response Dependencies plugin. Download and install the Security Incident Response from the ServiceNow Store and configure based on the needs of your organization using Setup Assistant. This application is available as a separate subscription.

Service Catalog

Active by default.

Service Level Management

Active by default.

Service Mapping

Service Mapping is available as a separate subscription and requires activation by ServiceNow personnel.

The following plugins are activated automatically when Service Mapping (com.snc.service-mapping) is activated:

Discovery (com.snc.discovery)
Pattern Designer (com.snc.pattern.designer)
Cloud Management Core (com.snc.cloud.core)
Performance Analytics - Content Pack - Service Mapping (com.snc.service-mapping.pa.content)
Event Management and Service Mapping Core (com.snc.service-watch)
Note: The Event Management and Service Mapping Core (com.snc.service-watch) plugin is different from the Event Management plugin (com.glideapp.itom.snac).

Service Portal

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

Service Portfolio Management

You can activate the following Service Portfolio Management plugins if you have the admin role:

The Service Portfolio Management plugin (com.snc.service_portfolio) provides base-system functionality and enables your organization to document portfolios, services, and service offerings using a standardized, structured format. This plugin includes demo data.

ServiceNow Classic mobile

Download the classic app from the iTunes Store or the Google Play store by searching for ServiceNow Classic.

ServiceNow mobile

Depending on your device, go to the iTunes Store or the Google Play store and search for ServiceNow to download the native mobile app.

Software Asset Management

The Software Asset Management Professional (com.snc.samp) plugin requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data. Depending on your environment, you may choose to request one or more related plugins which also must be activated by ServiceNow personnel. See Request Software Asset Management.

For the Software Asset Management plugin (com.snc.software_asset_management) and Software Asset Management Foundation plugin (com.snc.sams) features of Asset Management, see ITSM Software Asset Management.

Subscription Management

Now Platform® feature active by default.

System Clone

System clone is part of the core platform and does not require special activation.

Test Management 2.0

Activate the Test Management 2.0 plugin (com.snc.test_management.2.0) if you have the admin role.

Threat Intelligence

Activate the Security Incident Response Dependencies (com.snc.si_dep) plugin. Download and install the Security Incident Response from the ServiceNow Store and configure based on the needs of your organization using Setup Assistant. This application is available as a separate subscription.

Time Card Management

You can activate the Time card management (com.snc.time_card) plugin if you have the admin role.

Time Card is also activated as part of the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin.

Trusted Security Circles

Now Platform® feature active by default.

Vendor Risk Management

Before you run Audit Management in your instance, you must download it from the ServiceNow Store.

Virtual Agent

To use Virtual Agent, activate the Virtual Agent (com.glide.cs.chatbot) plugin.

Vulnerability Response

Activate the Vulnerability Response Dependencies plugin (com.snc.vul_dep). Download and install Vulnerability Response from the ServiceNow Store and configure this application based on the needs of your organization using Setup Assistant. This application is available as a separate subscription.

Walk-up Experience

You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin role. This plugin includes demo data.

Web services

Active by default.

Workplace PPE Inventory Management

Install Workplace PPE Inventory Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 11. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Workplace Safety Management

Install Workplace Safety Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 12. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

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Release version

Activation information for all Madrid features and products

Cumulative release notes summary on activation information for Madrid features and products.

Some products and features require specific subscriptions, roles, or licenses. Other features are part of the Now Platform® and are active by default.

Application or feature

Details

API

Advanced Work Assignment APIs: The Advanced Work Assignment plugin (com.glide.awa) requires a separate subscription and you can activate it if you have the admin role.
Agent Intelligence APIs: Agent Intelligence is included in the following packages: ITSM Professional, CSM Professional, HR Professional, HR Enterprise, ITOM Standard, ITOM Professional, ITOM Enterprise, and standalone Event Management. When you subscribe to any of these packages, you can activate the Agent Intelligence plugin (com.glide.platform_ml) on your production instance.
Change Management APIs: The Change Management plugin (com.snc.change_management) requires a separate subscription and you can activate it if you have the admin role.
Flow Designer APIs: Flow Designer is a Now Platform® feature that is active by default.
Notify APIs: The Notify plugin (com.snc.notify) requires a separate subscription. This plugin includes demo data and activates related plugins if they are not already active.

Advanced Work Assignment

Advanced Work Assignment requires activation of the Advanced Work Assignment plugin and related AWA plugins that enable AWA service channels.

Agent Intelligence

Agent Workspace

Active by default.

Agile Development 2.0

Antivirus Scanning

To use the Antivirus Scanning feature, activate the ServiceNow Antivirus Program (com.glide.snap) plugin.

Application Portfolio Management

Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.

Application security

Active by default.

Approvals

Now Platform® feature active by default.

Assessments and Surveys

Now Platform® feature active by default.

Authentication

Authentication is a Now Platform® feature and is active by default.

Automated Test Framework

Now Platform® feature active by default.

To use the quick start tests for an application, activate the plugin that is associated with it. See Available quick start tests by application or feature for plugin requirements.

COVID-19 Global Health Data Set

Table 1. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Change management

Change Management provides the following plugins:

Change Management - Approval Policy plugin (sc_chg_pol_appr) helps in generating and configuring approvals using the Change Approval policies.
Note: This plugin is activated by default for new and existing customers.
Change Management - ATF Tests (com.snc.change_management.atf) 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.
Note: This plugin is activated for new customers. Existing customers must activate the plugin to use it.

Cloud Management

The Cloud Management(com.snc.cloud.mgmt) plugin requires a separate subscription. You must request activation from ServiceNow personnel.

Coaching

Communities

Communities is only available for customers who are licensed for Customer Service Management. To activate Communities, activate the Customer Communities plugin (com.sn_customer_communities).

To implement knowledge harvesting, activate the Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal).

Configuration Compliance

Configuration Management Database (CMDB)

Now Platform® feature active by default.

Contact Tracing

Install Contact Tracing by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 2. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Contextual Search

Contextual development environment

Active by default.

Continual Improvement Management

Credentials

Credentials are a Now Platform® feature and is active by default.

Customer Service Management

You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

Dashboards

Responsive dashboards are enabled by default on new instances.
On upgraded instances, responsive dashboards must be enabled by an administrator.

DevOps

Install the DevOps application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

See DevOps product documentation for more information.

Discovery

Discovery is available as a separate subscription from the rest of the Now Platform® and requires the Discovery (com.snc.discovery) plugin.

Document Viewer

To use the Document Viewer feature, activate the Document Viewer (com.snc.documentviewer) plugin.

Edge Encryption

Active by default.

Embedded help

The Embedded Help (com.glide.embedded_help) plugin is active by default for all new and upgraded instances.

Emergency Exposure Management

Table 3. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Emergency Outreach

Install Emergency Outreach by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 4. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Emergency Response Operations

Table 5. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Emergency Self Report

Install Emergency Self Report by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store.

Table 6. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response apps [KB0030260] article in the Store Help Center more information.
On-premise	See the Commercial downloads for the Emergency Response apps [KB0030258] article in the Store Help Center for more information.

Employee Health Screening

Table 7. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Employee Readiness Core

Table 8. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Employee Readiness Surveys

Table 9. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Event Management

Field Service Management

Financial Management

You can activate the Financial Management Core (com.snc.financial_management) plugin if you have the admin role.

Flow Designer

Now Platform® feature active by default.

Guided Tour Designer

Now Platform® feature active by default.

HR Service Delivery

HR Service Delivery is available as a separate subscription. You can activate one or more of the following plugins:

Case and Knowledge Management plugin (com.sn_hr_core)
Employee Service Center plugin (com.sn_hr_service_portal)
Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)

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.

If you are subscribed to both HR Service Delivery and Performance Analytics, you can activate one or more of the following content packs:

Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa]
Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App [com.sn_hr_lifecycle_pa]

When migrating from the legacy (non-scoped) version to the scoped version of HR Service Delivery, you can activate the HR Migration plugin (com.sn_hr_migration) to help with the migration process.

If you are using Employee Document Management, activate:

Employee Document Management [com.sn_employee_document_management]

If you are using Employee Document Management Bulk Import, activate:

Employee Document Management [com.sn_employee_document_management]
Orchestration [com.snc.runbook_automation]
ServiceNow IntegrationHub Installer [com.glide.hub.integrations]

If you are using Content Analytics, activate:

Content Analytics [com.sn_content_analytics]

ITSM Agent Workspace

Activate the Agent Workspace for ITSM (com.snc.agent_workspace.itsm) plugin to access the functionality of Agent Workspace for ITSM.

ITSM Virtual Agent

Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.
To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the HI Customer Service system.
You must have the admin role to activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.

Import and export

Active by default.

Incident Management

Activate the On-Call Scheduling (com.snc.on_call_rotation) plugin to access on-call roster and escalation details from the major incident workbench.
Activate the Advanced Work Assignment for Incidents (com.snc.incident.awa) plugin to automatically assign work items to agents

IntegrationHub

Knowledge Management

The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active by default for new customers.

MID Server

Now Platform® feature active by default.

MetricBase

MetricBase requires a separate subscription and activation by ServiceNow personnel. Include in your request the free MetricBase demo plugin, which contains sample tables, metrics, triggers, and data.

Notifications

Now Platform® feature active by default.
To activate notifications in messaging applications, request the Messaging Notification plugin (com.glide.notification.messaging) through the HI Customer Service system. This plugin activates related plugins if they are not already active. Integrations with third-party systems also require a separate IntegrationHub subscription.

Notify

The Notify plugin requires a separate subscription. This plugin includes demo data and activates related plugins if they are not already active.

On-Call Scheduling

Operational Intelligence

Performance Analytics

Now Platform® feature — Complimentary Performance Analytics for Incident Management is active by default.

Full Performance Analytics functionality requires a separate subscription. For more information, see Get licensed Performance Analytics.

Platform security

Now Platform® feature – Instance Security Center is active by default.

To use Date and Date/Time encryption, activate the Encryption Support plugin (com.glide.encryption).

Policy and Compliance Management

Before you run Policy and Compliance Management in your instance, you must download it from the ServiceNow Store.

Problem Management

Problem Management provides the following plugins:

Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
Note: The plugin is activated by default for new customers. Existing customers can activate the plugin.
The Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) introduces new best practice states and guided actions to navigate the life cycle of a problem.
Note: The plugin is activated by default for new customers. Existing customers cannot activate the plugin.
Activate the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
Note: New as well as existing customers can activate the plugin.

Project Portfolio Management

You can activate the Project Portfolio Management (com.snc.financial_planning_pmo) plugin if you have the admin role.

The Rate Model plugin (com.snc.rate_model) is new in Madrid and is active by default with activation of the Project Portfolio Suite with the Financials plugin.

Reporting

Now Platform® feature active by default.

Risk Management

Before you run Risk Management in your instance, you must download it from the ServiceNow Store.

Safe Workplace Dashboard

Table 10. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Scaled Agile Framework (SAFe)

ServiceNow provides plugins that support two different configurations of SAFe: Essential SAFe and Portfolio SAFe.

Activate the Agile - Scaled Agile Framework - Essential SAFe plugin (com.snc.sdlc.safe) if you have the admin role. This plugin provides the features of Essential SAFe only.
Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin (com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin provides the features of both Essential SAFe and Portfolio SAFe.

Security Incident Response

Service Catalog

Active by default.

Service Level Management

Active by default.

Service Mapping

Service Mapping is available as a separate subscription and requires activation by ServiceNow personnel.

The following plugins are activated automatically when Service Mapping (com.snc.service-mapping) is activated:

Discovery (com.snc.discovery)
Pattern Designer (com.snc.pattern.designer)
Cloud Management Core (com.snc.cloud.core)
Performance Analytics - Content Pack - Service Mapping (com.snc.service-mapping.pa.content)
Event Management and Service Mapping Core (com.snc.service-watch)
Note: The Event Management and Service Mapping Core (com.snc.service-watch) plugin is different from the Event Management plugin (com.glideapp.itom.snac).

Service Portal

Service Portfolio Management

You can activate the following Service Portfolio Management plugins if you have the admin role:

The Service Portfolio Management plugin (com.snc.service_portfolio) provides base-system functionality and enables your organization to document portfolios, services, and service offerings using a standardized, structured format. This plugin includes demo data.

ServiceNow Classic mobile

Download the classic app from the iTunes Store or the Google Play store by searching for ServiceNow Classic.

ServiceNow mobile

Depending on your device, go to the iTunes Store or the Google Play store and search for ServiceNow to download the native mobile app.

Software Asset Management

Subscription Management

Now Platform® feature active by default.

System Clone

System clone is part of the core platform and does not require special activation.

Test Management 2.0

Activate the Test Management 2.0 plugin (com.snc.test_management.2.0) if you have the admin role.

Threat Intelligence

Time Card Management

You can activate the Time card management (com.snc.time_card) plugin if you have the admin role.

Time Card is also activated as part of the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin.

Trusted Security Circles

Now Platform® feature active by default.

Vendor Risk Management

Before you run Audit Management in your instance, you must download it from the ServiceNow Store.

Virtual Agent

To use Virtual Agent, activate the Virtual Agent (com.glide.cs.chatbot) plugin.

Vulnerability Response

Walk-up Experience

You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin role. This plugin includes demo data.

Web services

Active by default.

Workplace PPE Inventory Management

Table 11. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

Workplace Safety Management

Table 12. Installation instructions for self-hosted and federal environments
Type	Instructions
Commercial on-premise	Visit the ServiceNow® Store to download and install the application.
Federal hosted	See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
Federal on-premise	If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information.
On-premise	See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information.

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