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Changes to Madrid features and products

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Changes to Madrid features and products

Cumulative release notes summary on changes to Madrid features and products.

Changed features

Existing ServiceNow products were updated and changed in Madrid. This includes the renaming of certain buttons or features.
Application or feature Details
Table 1. Changed global classes
Class Activated with Changed methods
Notify Notify
  • call()
OnCallRotation Now Platform®
  • getEscalationPlan()
  • whoAt()
  • who()
Table 2. Changed scoped classes
Class Activated with Changed methods
Notify - Scoped Notify
  • call()
Table 3. Changed client classes
Class Activated with Changed methods
NotifyClient Notify
  • Client()
  • setCallerId()
Table 4. Changed REST APIs
Class Activated with Changed endpoints
Service Catalog Now Platform®
  • POST /sn_sc/servicecatalog/cart/checkout
  • POST /sn_sc/servicecatalog/items/{sys_id}/checkout_guide
  • POST /sn_sc/servicecatalog/cart/submit_order
  • POST /sn_sc/servicecatalog/items/{sys_id}/submit_producer
  • POST /sn_sc/servicecatalog/items/{sys_id}/order_now
Table Now Platform®
  • DELETE /now/table/{tableName}/{sys_id}
  • GET /now/table/{tableName}
  • GET /now/table/{tableName}/{sys_id}
  • PATCH /now/table/{tableName}/{sys_id}
  • PUT /now/table/{tableName}/{sys_id}
Application Portfolio Management
Changes in TPM timeline view
  • The character notation for the life cycle phases on the timeline has been changed to denote the first character of the source name.
  • If there are internal as well as publisher records for a life cycle phase, then the internal record overrides the publisher record in that phase.
  • The timeline view range is not configurable.
Changes in UI labels
  • Label of Business Service Risk Values table has been changed to Application Service Risk Values table.
  • Label of Business Service Software Models table has been changed to Application Service Software Models table.
  • Business Services has been changed to Application Services in the Business Application and Technology Category views of the TPM timeline.
  • By Technology Category view has been renamed to By Product Classification view in the TPM timeline.
Application security
Instance security center and dashboard usage
Using the Instance Security Center and dashboards, you can monitor the security compliance score for your instance and detect, protect, and respond to instance-based security events. These functions have evolved over time, and certain rules govern their use in specific releases.
As of the Madrid release, the following rules apply:
  • The Instance Security Dashboard, introduced in Jakarta, has been deprecated and is not available in Madrid.
  • The Instance Security Dashboard (PA), introduced in London, is an enhanced version of the Instance Security Dashboard that uses the Performance Analytics framework. It is only available in Madrid if you activated it in the earlier release.
  • The Instance Security Center, introduced in Madrid, consolidates several key security components into a single central console. It replaces both the Instance Security Dashboard and Instance Security Dashboard (PA).
Support PKCE credential for Mobile Authentication
Supports AppAuth, which enables Proof Key for Code Exchange (PKCE) credentials for OAuth authorization requests when using Mobile authentication.
'Remember Me' cookie expiration
Adds two properties, glide.ui.user_cookie.life_span_in_days and glide.ui.user_cookie.max_life_span_in_days, to control the glide_user system generated cookie expiration value.
Automated Test Framework
Explicit Roles
Server test steps support impersonation of users with the snc_external role, which allows testing users who do not have login access.
Run Server Side Script
Server-side scripts support version 3.1 of the Jasmine testing framework. Any new scripts you create use Jasmine version 3.1. Your existing scripts can continue to use Jasmine version 1.3, or you can upgrade them to Jasmine version 3.1.
Change management
Disabled Cancel change action
When a change request reaches the Review state, the Cancel change UI action is disabled.
Configuration Management Database (CMDB)
Query Builder
  • Share a direct URL to a saved query: When you save a query, the query URL is automatically updated to include the parameter and the sys_id of the query. You can then share that URL with other users who can paste the URL into a browser to directly access the query.
  • Build a CMDB query with up to second level relationships: Build a query for CIs that are indirectly connected to each other, without specifying the connecting CI in the middle.
  • Export and import a query as an update set: Export the definition of a saved query to an XML file as an update set, which you can later import. For example, export a query definition to port a query from a development environment to a production environment.
  • Use the cmdb_query_builder_read role to restrict access to only viewing and running saved queries. Using this role enables you to protect a saved query from modifications by unauthorized users.
CMDB Identification and Reconciliation
  • Hybrid identifier entry: Create a hybrid identifier entry, which is a combination of a regular identifier entry and a lookup identifier entry, in an identification rule. A hybrid identifier entry enables you to choose attributes from both the selected table and a lookup table such as the Serial Number table. In some situations, a hybrid identifier entry might be necessary to uniquely identify CIs that regular identifier entries cannot identify. The CI Class Manager supports the hybrid identifier entry option.
  • Performance and memory optimization improvements to the identification engine: For optimization, allow local caching of the default number of query result entries for related/lookup items and dependent items. These numbers are set by the system properties glide.identification_engine.dependent_items_local_cache_count and glide.identification_engine.related_items_local_cache_count.
Contextual Search
View complete titles when pointing to a truncated title
View the complete title when you point to a truncated search result title. In previous releases, the title was truncated and only after previewing the result was the complete title visible.
Contextual development environment
Restricted caller access privilege settings
Added UI Page as an option in the Source Type field in Application Restricted Caller Access.
CyberArk credential lookup
In previous releases, if the MID Server did not find the necessary credentials in the CyberArk vault when looking up by credential identifier, the MID Server tried to look up the credentials by IP address. In the Madrid release, the MID Server only looks up credentials by IP address if no credential identifier is provided.
Customer Service Management
Major issue management
Enhancements to the major issue management feature include the following:
  • Provide a reason when proposing a customer service case as a major case candidate.
  • Notify the major issue manager when a major case is proposed.
  • Identify and add existing customer service cases as child cases to a major case.
  • View major issue-related indicators on the Customer Service dashboards.
Enhancements to OpenFrame include the following:
  • Collapse or expand the OpenFrame window. When collapsed, users can still access call control actions.
  • New APIs and events support the collapse and expand functionality.
  • Open configured URLs within the OpenFrame window.
  • Update to OpenFrame version 1.0.4.
  • Integration with Interaction Management. When the OpenFrame plugin (com.sn_openframe) is activated, Phone is an available option for the Type field on the interaction record.
Computer Telephony Integration (CTI)
Provides an additional Twilio driver (com.snc.notify.twilio_direct).
Email client enhancements
Provides support for multiple outbound email addresses.
Upgraded dashboards don't overwrite customized records
When you install or upgrade a Performance Analytics solution, out of the box content in the instance is overwritten and new content is added to the dashboard. Any content that you have previously customized on the dashboard is not changed.
Administrator can restrict responsive dashboard sharing
Configure the glide.cms.share_dashboards.role system property to specify the roles that can share their own dashboards.
Configure the glide.cms.dashboards.sharing_with_secure_search system property to specify that security rules are applied to the lists of users, user groups, and roles that are visible when users share responsive dashboards.
Edge Encryption
Date and Date/Time encryption
You can create encrypted field configurations to encrypt existing Date and Date/Time fields. You can add a new encryption configuration to a parent table only. You cannot add a new encryption configuration to a child table.
Setting and managing default keys
Default keys that are set in the file are now set and managed on the instance in Madrid and later releases.
Event Management
Filter the events that an event rule applies to
Filter on timestamps can be defined in event rules. Glide date time is supported. You can filter events using time conditions. For example, filter on Time of event according to before, and specify a date or time period.
Scheduled jobs for impact calculation
Calculate the impact of connected services. The building of the impact tree is affected with the addition of the following scheduled jobs:
  • Event Management — Handle Impact Stuck Service
  • Event Management — Impact Calculator Trigger
  • Event Management — Impact Topology Consumer
  • Event Management — Impact Tree Builder
Field Service Management
Team calendar and schedule management enhancements
  • Agent profile management: View or edit an agent's personal information, work status, schedule, location, and time zone using the team calendar. Start a chat session with an agent from a profile preview.
  • Agent event management: View, edit, or create events for agents in your assignment group so that you can use available time slots and maximize resource allocation.
  • Searching agents and agent groups: Search an agent group on the team calendar or search for agents within a group.
  • Event type configurations: Create configurations for each type of schedule entry that is displayed on the agent calendar to track and manage the agent schedule.
Appointment booking enhancements
Display a 12-hour or a 24-hour time format on the appointment booking window that is based on your user's preferred format.
Route optimization
Reorder the tasks that an agent has to execute in a day by optimizing the route that the agent takes to complete those tasks.
Financial Management
Changes in UI label
The IT Chart of Accounts has been changed to Hierarchy of Segments in Financial Modeling.
Flow Designer
API access to Flow Designer
Application developers can access Flow Designer functionality through APIs for flows, subflows, and actions. Flow designers can enable individual flows, subflows, and actions to be client callable during design.
Flow - Scoped
This API is deprecated and replaced by the ScriptableFlowAPI.
Subflow - Scoped
This API is deprecated and replaced by the ScriptableFlowAPI.
Guided Tour Designer
Role change
The embedded_help_admin role is no longer used by the Guided Tour Designer.
HR Service Delivery
Enterprise Onboarding and Transitions
Create or modify lifecycle events
The Lifecycle Event builder provides an easier way to build, test, and maintain a lifecycle event. You can also customize the Lifecycle Event UI.
Configure the lifecycle event UI
Use LE UI Configuration to customize the look of your Activity Sets section of Lifecycle Events.
Note: In some situations, Internet Explorer 11 does not update the Manage Lifecycle Events form after creating or updating an activity set or activity. ServiceNow recommends updating your browser to the latest version for optimal performance. Refer to Generally supported browsers.
ITSM Virtual Agent
Modified ITSM Virtual Agent conversations
Existing ITSM Virtual Agent topics are refined, improved, and enhanced for a smoother and simplified conversational flow.
  • Create Change Request — Text enhanced for better flow.
  • My Assigned Equipment — Text revised and streamlined due to redundancy.
  • Check IT Ticket Status — Text revised and streamlined due to redundancy.
  • Open IT Ticket — Knowledge base search returns a single column of rows with hyperlinks to article titles.
Slack webhooks spoke
Use Slack webhooks to post messages and record details for ServiceNow incidents, problems, and changes to Slack channels. This spoke contains Slack spoke actions from the previous release.
Microsoft Azure AD spoke
Use additional actions and sample flows to manage users, security groups, and office groups in Microsoft Azure AD.
Microsoft AD spoke
Use additional actions and sample flows to create, delete, and manage objects in Microsoft Active Directory, such as users, groups, and computers.
MID Server
Java version support
The MID Server installer package installs OpenJDK on the host server and configures it to run in your environment. It is not necessary to install the JRE manually on MID Server host machines, as in the London release.
MID Server role validation
The mid_server and security_admin roles now permit the selection of the Web service access only and Internal Integration User options.
Use new aggregations in the resample transform
The resample transform supports new aggregators: STDDEV, MEDIAN, and CHISQUARE.
New aggregators for time series metrics compactions
Admins can specify one of the following aggregators to use in time series metric data compaction: AVG, MIN, MAX, and LAST.
Connection Security field on the Email Account form
The Email Account form features a new field, Connection Security, for selecting the secure connection for your email server. This option replaces the Enable TLS and Enable SSL fields on the Email Account form.
Push notification apps in the Push Applications table
Two different ServiceNow push apps are available for notifications: the ServiceNow Classic mobile app and the ServiceNow Agent.
Conference call management
Updated interface enables you to start a conference call from both Incident Communication Tasks and Notify on Task (such as Incident and Case). Users can now view who is speaking in the conference, mute/unmute all the participants with a single click, and add a participant to an active conference call.
On-Call Scheduling
Renaming of the rota label
The Rota label is now renamed Shift. This renaming introduced the following keyboard shortcuts for the on-call calendar:
  • S: Select next shift/time off in the timeline.
  • Shift + S: Select previous shift/time off in the timeline.
Modules of the On-Call Scheduling application
All modules of the On-Call Scheduling application have been organized into logical groups.
Modifications to the Create On-Call Schedule wizard
The tabs and the fields in the Create On-Call Schedule wizard have been organized into logical groups.
User search on the On-Call Schedules landing page
The User filter has been added to the existing group and schedule to search on-call schedules by user name. This search is also applicable for users not available in the current view. If you are a manager or roster member of the shift and click the shift card, you are redirected to the On-Call Schedules user interface. In all other cases, you are redirected to the calendar view.
Coverage of shifts on the on-call calendar
When you manage a shift on the on-call calendar by specifying a start and end date and time for the shift, the coverage is created as per the schedule time of the shift. Prior to Madrid, the coverage is created for the entire duration between the start day and the end day of the shift.
To enable the legacy behavior, create the com.snc.on_call_rotation.coverage.rota_times_only hidden property. By default, this property is set to true and the coverage on the on-call calendar is enabled for shift schedule. For the legacy behavior, set this property to false.
Note: This hidden property is not available by default.
Modifications to On-Call Scheduling workflows
All On-Call Scheduling workflows have been modified to support the custom escalation type and overlapping shifts.
Modifications to the timeline view of the on-call calendar
  • On-call member information is grouped by shifts.
  • Time-offs are displayed as a different group.
The following methods of the OnCallRotation () global API have been updated to support overlapping shifts and custom escalation in on-call schedules.
  • getEscalationPlan()
  • whoAt()
  • who()
Operational Intelligence
When you initially set up Operational Intelligence, use the Setup Operational Intelligence related link on a MID Server form to automatically do the following:
  1. Configure a MID Server for Operational Intelligence
  2. Create a MID Server distributed cluster that contains the Operational Intelligence MID Server
  3. Create an Operational Intelligence Metrics Extension and start it
  4. Create the MID Web Server extension configured with the ‘Enable REST Listener’ option
Custom bounds settings

The Bounds Settings wizard enables you to specify custom upper and lower bounds for a metric. Custom control bounds override the learned control bounds for a metric, which affects the resulting anomaly scores. The Bounds Settings wizard also enables you to preview anomaly analysis of actual data using the new custom settings. This preview is similar to previews that are generated by anomaly model testing.

The Bounds Settings wizard automatically calculates statistical models, such as Static Centered or Static Skewed, and width values that are based on your settings. The Bounds Settings wizard also automatically creates the metric class and configuration setting rule. Therefore, there is no need to manually set or create any of those items.

Resource binding
Monitor resources, such as disks and processors, without creating CIs, which saves you the maintenance that those CIs would require. Resource binding also enables you to monitor an entity that is not a CI, such as a web page, which is an application.

Resource binding creates a resource record for each resource (such as a disk), which streamlines metric data and results in a meaningful aggregation.

Metric to CI mappings
View the status of metric to CI and resource mappings, including details about unsuccessful mappings. CI or resource mapping can fail because of a missing or duplicate CI, or because a resource table is missing. If Operational Intelligence cannot map a metric to a CI, then that CI is not included in anomaly detection until it is properly mapped.

Use the details provided for a failed mapping to investigate and remedy common mapping problems.

Anomaly detection
Exclude metrics for CIs that are in maintenance mode from model learning. When the system property sa.model_learner.maint_event_record_history_enabled is set to true (default), Operational Intelligence stores historical information about the times CIs enter and exit maintenance mode. When the system property sa_metric.maint_exclusion is set to true (default), metrics from CIs that are in maintenance mode are excluded from model learning. Change the settings of these properties to include or exclude metric data for CIs while they are in maintenance mode.
The Stationary Nonparametric statistical model creates control bounds that can fit actual data better than other statistical models. Once learned, the control bounds persist until the next learning cycle of incoming data.
User interface navigation
Operational Intelligence modules in the navigation bar are now logically grouped by function areas so that you can quickly find what you are looking for.
Performance Analytics
Handling no-score indicators in formulas
To enable the detection and handling of indicators with no scores inside a formula, you can now set a formula to run when a component indicator has a null value.
More flexible word occurrence cutoff values for displaying words in text widgets
Expanded ability to specify the cutoff criteria for showing a word or phrase in a text widget. Previously, you could set only a minimum word occurrence. Now you can set:
  • Whether the cutoff value is a numerical count or a relative percentage. For example, you can set the cutoff at 5 occurrences of a word or phrase, or at 10% of all the words in the field being that word or phrase.
  • Whether the widget shows words or phrases when there are at least as many occurrences as the cutoff value. In other words, the widget shows only the most common words.
  • Whether the widget shows words or phrases when there are no more occurrences than the cutoff value. In other words, the widget shows only the least common words.
Platform security
Date and Date/Time encryption
You can create encrypted field configurations to encrypt existing Date and Date/Time fields. You can add a new encryption configuration to a parent table only. You cannot add a new encryption configuration to a child table.
Instance security dashboard usage
Using the Instance Security Center and dashboards, you can monitor the security compliance score for your instance and detect, protect, and respond to instance-based security events. These functions have evolved over time, and certain rules govern their use in specific releases.
As of the Madrid release, the following rules apply:
  • The Instance Security Dashboard, introduced in Jakarta, has been deprecated and is not available in Madrid.
  • The Instance Security Dashboard (PA), introduced in London, is an enhanced version of the Instance Security Dashboard that uses the Performance Analytics framework. It is only available in Madrid if you activated it in the earlier release.
  • The Instance Security Center, introduced in Madrid, consolidates several key security components into a single central console. It replaces both the Instance Security Dashboard and Instance Security Dashboard (PA).
Problem Management
Guided setup
Updated guided setup to include new state management.
Associate multiple records
Use a list view to associate multiple incidents, affected CIs, or change requests to a Problem at once. The related lists on the Problem form display the selected records.
Workaround functionality
The Workaround (work_around) journal input field is hidden if you activate the Problem Management Best Practice — Madrid plugin. A new HTML Workaround field (workaround) is added to document the workaround information.
Problem Dashboard
Use the Problem Dashboard, which replaces the Problem Overview Homepage, to view trends in open and closed problems.
Project Portfolio Management
Resource Management properties
The label of the property com.snc.resource_management.run_state_changes_async has been changed from Perform Resource Allocation/Cancellation in asynchronous mode to Perform Resource Confirmation/Allocation/Cancellation in asynchronous mode. The property now also applies when confirming a resource plan. Prior to Madrid, the property was applicable only during allocating and canceling the resource plans.
Highcharts 6
Highcharts 6 supports an expanded collection of charts, client-side analytics, annotations, and a performance upgrade, and replaces Highcharts 5.
Scaled Agile Framework (SAFe)
Combine ART backlog planning and program increment planning
Prior to the Madrid release, under the ART level on the SAFe Board, there were two separate tabs for managing the backlog and for planning program increment activities. These two tabs are now combined into a single tab, Backlog, from which you can manage your backlog and plan your program increment activities.
Combine team backlog planning and sprint planning
Prior to the Madrid release, under the Team level on the SAFe Board, there were two separate tabs for managing the team backlog and for planning sprint activities. These two tabs are now combined into a single tab, Backlog, from which you can manage your backlog and plan your sprint activities.
Rename the plugin
The Scaled Agile Framework (SAFe) plugin ( has been renamed Agile - Scaled Agile Framework - Essential SAFe plugin ( This plugin provides the features of the most basic configuration of SAFe, Essential SAFe.

Prior to the Madrid release, the Scaled Agile Framework (SAFe) plugin ( was available as a development plugin. The Agile - Scaled Agile Framework - Essential SAFe plugin ( is now available as a system plugin.

Security Incident Response
Security Analyst Workspace enhancements
Starting with Security Incident Response version 6.1.0 (ServiceNow Store release), the Security Analyst Workspace is available only on the ServiceNow Store. You can create custom filters. Columns in lists and related lists can be sorted and you can change the order of columns.
You can create new security incident tasks and assign them from inside a security incident. You can add or remove tags in observables and security incidents. You can also send email on the incident or task level, using predefined or blank templates.
Service Catalog
Reparenting of the My Request Filter table
The My Request Filter [request_filter] table has been reparented to the Filter [sys_filter] table. The Short Description field from the My Request Filter table has been migrated to the Title field in the Filter table. The Table Name field from the My Request Filter table has been migrated to the Table field in the Filter table.
Note: If the My Request Filter form is modified, the form still displays the Short Description and Table Name fields that are no longer valid. Delete these invalid fields from the form and add Title and Table fields to the form.
Help information for a variable in Service Portal
The Expand help for all questions field at the catalog item level and the Always Expanded field at the variable level are applicable in Service Portal.
Modifications to variables
  • The g_form.setValue() function is supported for a List Collector variable even if it is not defined as a glide list.
  • The auto-complete feature for a reference variable is applicable in Service Portal.
  • For a group of check box variables, the following scenarios apply:
    • If any check box variable in the group is mandatory, the entire group becomes mandatory even if the check box variable is not visible.
    • If all other check box variables of a mandatory check box group are hidden and not selected, the following scenarios apply:
      • The group remains mandatory as long as there is one check box in the group that is visible and not selected.
      • You must select the last check box of this group to hide it.
Activation of the Flow Designer for Service Catalog
You can now activate the Flow Designer support for the Service Catalog plugin (com.glideapp.servicecatalog.flow_designer) without contacting ServiceNow Customer Support.
Service Level Management
Refreshed SLA timeline
The SLA timeline style was refreshed to use the new colors and styles to match the instance.
Asynchronous SLA processing
Process all SLAs triggered by a start condition using asynchronous SLA processing, regardless of the timing of the stop condition. By default, SLAs process synchronously, based on the com.snc.sla.engine.async system property.
Service Mapping
Quality enhancements
The Madrid release is a quality release for Service Mapping. There are significant performance improvements. For example, service maps refresh quicker to reflect the current service state.
Service Portal
Debug runtime information disabled by default
In new instances, the Angular.js flag $compileProvider.debugInfoEnabled is set to false. This flag allows debug runtime information in the compiler, such as adding binding information and a reference to the current scope on Document Object Model (DOM) elements. Disabling this flag can make a significant difference in performance. Re-enable this flag for debugging by setting the glide.sp.debug property to true.
Dependency changes for Service Portal widgets
You must add ng-sortable.min.js and angular-tooltips-1.1.8 as dependencies for any custom widgets that use this functionality. To improve instance performance, these dependencies are no longer loaded by default. The upgrade includes these dependencies where needed in all out-of-box widgets that require them. Any custom widgets that rely on these scripts must be updated to include them.
Multiple catalog support
Associate one or more Service Catalogs with a portal. Service Portal search returns results from all associated catalogs. By default, the base system Service Portal is associated with Service Catalog.
Multiple knowledge base support
Associate one or more knowledge bases with a portal.Service Portal search returns results from all associated knowledge bases. By default, the base system Service Portal is associated with the IT knowledge base.
ServiceNow Classic
Name change for the ServiceNow mobile app
The original mobile app name has changed from ServiceNow to ServiceNow Classic. The name change is to differentiate the original app from the new ServiceNow app. For more information on using the new mobile app, see Get started with the ServiceNow mobile app.
Name change for the mobile application in the application navigator
In the application navigator, the mobile application formerly known as System Mobile UI is now System Classic Mobile UI.
Software Asset Management
Software Model and Software Entitlement changed form views
The Software Model form and Software Entitlement form have changed.

Work with your system administrator to ensure that updates to these forms are successfully applied if these forms have been previously customized.

Reconciliation Results navigation item changed to Historical Results
The Reconciliation Results list is located in Software Asset > Reconciliation > Historical Results navigation item.
2018 SIG Questionnaire support
Enhanced support for The Santa Fe Group's updated Standardized Information Gathering Questionnaire (SIG), which includes new content for GDPR and the NY State Department of Financial Services regulations. The latest standard also introduced major scoping changes, including a new SIG Core questionnaire. Several sections such as Business Resiliency, Privacy, Cloud Hosting, and others were also updated.
System Clone
Clones of large tables limited to 90 days of historical data

When cloning large tables, the historical data that is cloned is limited to 90 days by default. The other option is to load all of the historical data.

User tables preserved on clones

User and user-related tables are preserved on target clones by default. You can overwrite this default.

Use a watch list for cloning notifications
On the Clone Request form, you can use a watch list to enter the names of internal users instead of their email addresses to specify who to send cloning notifications to. You can also enter email addresses.
Platform rebranding
The system theme defaults have been updated with the latest ServiceNow styles, including the new logo and color scheme.
Basic Configuration UI16 properties
The following properties were added to the Basic Configuration UI16 properties page. Changes to these properties affect the system theme UI.
  • Navigation background expanded items [css.$subnav-background-color]
  • Navigation selected tab divider bar color [css.$nav-highlight-bar-active]
  • Navigation unselected tab divider bar color [css.$nav-highlight-bar-inactive]
  • Selected base theme [glide.ui.base_theme.selected_theme]
Virtual Agent
Enhancements to the Virtual Agent web client and messaging integrations
  • The Card control (bot response) has a new layout. If a topic involves updates to a ServiceNow table (for example, the Incident table), the card contains a link to the related record.
  • Slack integration: The Yes button displayed in Boolean choices is colored green.
  • Microsoft Teams integration: Improved usability for calendar input (easier Date and Time selection), choice list display, and card layout.
  • Topic discovery: Improved user experience when the Virtual Agent bot matches a user search phrase with a bot conversation topic.
Predefined ITSM Virtual Agent topics
New chatbot conversations are available for common IT-related tasks.
Vulnerability Response

For customers upgrading to this release, third-party vulnerability records are read-only.

For customers upgrading to this release, the Vulnerability Overview homepage has been converted to a dashboard. If you have the Vulnerability Analytics plugin ( activated, interactive reports are available.

Priority has been replaced with Risk Rating and Risk Score in determining remediation prioritization
For customers upgrading to this release, the Priority field exists, but this field no longer appears by default on the vulnerable item form. This field no longer plays the same role in rating remediation importance.
Walk-up Experience
Walk-up Location Queue table
  • The Walk-up Location Queue [wu_location_queue] table, used to configure a walk-up location, is based on an advanced work routing data model. The table extends the Queue [awa_queue] table. Administration of walk-up queue assignment routing uses the Advanced Work Assignment feature. Queues must be linked to service channels, such as the Walk-up service channel.
  • A Service channel field is added and defaults to Walk-up.
  • A Work item routing condition is added and defaults to the physical location of the walk-up queue. The location is auto-generated if not present on the queue.
  • The Assignment group field is migrated to an Assignment Eligibility related list.
Walk-up Interaction records
The On Hold state is added to interactions. Walk-up technicians can place an interaction on hold if the requester is not present for an appointment or if the interaction entails a lengthy process, for example, an OS upgrade. Putting an interaction on hold enables technicians to take on more work.
Dashboard and reporting
With the update from Queue to Location on the interaction record configuration, reports are altered to group by location instead of queue.
Web services
Request execution time in REST API Explorer
After you send a REST request, the Request and Response sections provide detailed information, including the full request HTTP Method / URI, headers for both the request and response, the HTTP Status code of the response, the Execution time (in milliseconds) of the response, and the response body.