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    Home Madrid Release Notes Madrid release notes Release notes summaries for Madrid features New features and products in Madrid

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    New features and products in Madrid

    Cumulative release notes summary on new Madrid features and products.

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

    API

    Table 1. New scoped classes and additional methods to existing scoped classes
    Class Activated with Methods
    FlowAPI Flow Designer
    • executeAction()
    • executeFlow()
    • executeSubflow()
    • setEncryptedOutput()
    • startAction()
    • startFlow()
    • startSubflow()
    GlideRecord - Scoped Now Platform
    • isEncodedQueryValid()
    Notify - Scoped Notify
    • hasCapability()
    Table 2. New global classes and additional methods to existing global classes
    Class Activated with Methods
    Agent Advanced Work Assignment
    • getPresence()
    • setPresence()
    MLPredictor Agent Intelligence
    • applyPrediction()
    • applyPredictionForSolution()
    • findActiveSolution()
    • findActiveSolutionsForRecord()
    • getPredictedValue()
    • getPredictions()
    • isClassificationSolution()
    • isSimilaritySolution()
    • recordFinalValuesInPredictionResults()
    Notify Notify
    • hasCapability()
    OnCallRotation Now Platform®
    • getPrimaryUsers()
    • getPrimaryUserByRota()
    • getPrimaryUserNameByRota()
    • getEscalateesAt()
    Queue Advanced Work Assignment
    • route()
    Table 3. New client classes and additional methods to existing client classes
    Class Activated with Methods
    GlideFlow Flow Designer
    • getExecution()
    • startAction()
    • startFlow()
    • startSubflow()
    • awaitCompletion()
    • getExecutionStatus()
    • getOutputs()
    NotifyClient Notify
    • addEventListener()
    • destroy()
    • getStatus()
    Table 4. New REST APIs and additional endpoints to existing REST APIs
    API Activated with Endpoint
    Agent Advanced Work Assignment
    • GET /api/now/awa/agents/{sys_id}
    • PUT /api/now/awa/agents/{sys_id}
    Change Management Change Management
    • DELETE /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
    • DELETE /sn_chg_rest/change/emergency/{sys_id}
    • DELETE /sn_chg_rest/change/normal/{sys_id}
    • DELETE /sn_chg_rest/change/standard/{sys_id}
    • DELETE /sn_chg_rest/change/{sys_id}/conflict
    • GET /sn_chg_rest/change/{change_sys_id}/task
    • GET /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
    • GET /sn_chg_rest/change/emergency
    • GET /sn_chg_rest/change/emergency/{sys_id}
    • GET /sn_chg_rest/change/normal
    • GET /sn_chg_rest/change/normal/{sys_id}
    • GET /sn_chg_rest/change/standard
    • GET /sn_chg_rest/change/standard/{sys_id}
    • GET /sn_chg_rest/change/standard/template
    • GET /sn_chg_rest/change/standard/template/{sys_id}
    • GET /sn_chg_rest/change/{sys_id}/conflict
    • PATCH /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
    • PATCH /sn_chg_rest/change/emergency/{sys_id}
    • PATCH /sn_chg_rest/change/normal/{sys_id}
    • PATCH /sn_chg_rest/change/standard/{sys_id}
    • PATCH /sn_chg_rest/change/standard/{sys_id}/risk
    • PATCH /sn_chg_rest/change/{sys_id}/approvals
    • POST /sn_chg_rest/change/normal
    • POST /sn_chg_rest/change/emergency
    • POST /sn_chg_rest/change/{change_sys_id}/task
    • POST /sn_chg_rest/change/standard/{standard_change_template_id}
    • POST /sn_chg_rest/change/{sys_id}/conflict
    Queue Advanced Work Assignment
    • POST /api/now/awa/queues/{sys_id}/work_item

    Advanced Work Assignment

    Service channels
    Configure the base service channels through which customer service is provided: Chat, Case, Incident, and Walk-up. For each service channel, you can set attributes such as agent capacity and utilization conditions to control the work handled in the channel.
    Work item queues
    Define the queues that AWA uses to route work items, based on specific routing conditions or requirements that you provide, such as product or customer attributes. For each queue, assign the agent groups handling the incoming work items. You can define agent pools that expand the agent groups eligible for assignment when an overflow of work items occurs. You can also set the sort order of work items in a queue to determine which items are handled first.
    Agent assignment rules
    Configure the assignment rules that determine how work items are pushed to qualified agents. You can set rules that determine how work items are handled when agents are not available or whether agents can reject work items.
    Agent experience controls
    Define the agent availability (presence) states by service channel. Agents use these states to manage their availability in their agent inbox.
    Advanced Work Assignment APIs
    • Get or set agent presence states and channel availability
      • JavaScript Agent API
      • REST Agent API
    • Update work item queues
      • JavaScript Queue API
      • REST Queue API
    Advanced Work Assignment dashboard
    Monitor service channel activity. The AWA dashboard contains various indicators that managers can use to gain insights on agent availability and capacity.
    Out-of-the-box Advanced Work Assignment Performance Analytics Solution
    Preconfigured Performance Analytics indicators and breakdowns for Advanced Work Assignment, along with visualizations and a dashboard.

    Agent Intelligence

    Similarity framework

    Use the Agent Intelligence similarity framework to build a word corpus (a collection of machine-readable text that is assembled for the purpose of research) to compare trained records that are based on textual similarity.

    Create and train a similarity solution
    Create and train a solution that applies machine learning to train the word corpus to target and recommend similar records in your instance data set.
    Review solution similarity examples
    Review the similarity examples and scores that the system provides during solution training. Determine if you need to update the similarity score threshold of your trained solution.
    Update your similarity score threshold
    Update the similarity score threshold value if you want the results that are returned by the solution to be more or less similar.
    Agent Intelligence for Event Management
    Use your instance records to build Event Management-specific machine-learning solutions.
    MLPredictor - Global
    Use the utility methods in this API for Agent Intelligence predictions.

    Agent Workspace

    Agent Intelligence (AI) for Agent Assist
    Adds AI to the Agent Workspace Contextual Sidebar, which can then surface similar incidents or problems using a combination of contextual search, Zing, and machine learning.
    Advanced Work Assignment (AWA)
    Automatically route and assign work items in Agent Workspace to agents based on availability, capacity, and skills. Define work-item queues, routing conditions, and assignment criteria that AWA uses to distribute work items. Agents work from an agent inbox, where they see assignments, set their availability, and accept or reject work items.
    Agent Chat
    Agent Chat is a real-time messaging system specifically for Agent Workspace. From a chat, agents can respond to questions, create a record for an incident or case, or escalate the chat to another agent.
    Lookup and verify for Agent Workspace
    Enables agents to quickly look up contacts or consumers using information such as the name, phone number, or account number, and verify that information for the interaction.
    UI notifications
    Agent situational-awareness improves through on-screen notifications from pre-defined notification triggers. For example, triggers can notify agents of newly assigned or updated records. The on-screen notification gives context to the change and enables an agent to link directly to the record.
    Form and list enhancements
    • You can resize the form versus the activity stream to provide better focus on current agent activity.
    • Separate tabs for Lists and My Lists
    • Add Last refreshed list update, relocate Refresh and New buttons
    • Reference fields can link within a list to open the corresponding record
    • Easier access to create a new list and personalize columns on the list
    • Improve filtering capabilities, add a new filter panel, and enable access to the full condition builder
    • Designate an associated URL for each list, for quick access and deep-linking functionality
    SNAP for Agent Workspace
    Notifies agents that an attachment on the record they are viewing potentially contains a virus.

    Agile Development 2.0

    Quick start tests for Agile Development 2.0
    Validate the continued functionality of Agile Development 2.0 after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Performance Analytics Content Pack for Agile 2.0
    Install the Performance Analytics Content Pack for Agile 2.0 application from the ServiceNow Store. Performance Analytics Content Pack for Agile 2.0 contains preconfigured dashboards with data visualizations that help you improve your Agile processes and practices.

    Antivirus Scanning

    Configure Antivirus Scanning
    Configure Antivirus Scanning across your instance and at the table level.
    Dictionary attributes for Antivirus Scanning
    As an administrator, you can set the values of dictionary attributes to modify the behavior of the default Antivirus Scanning configuration.
    Review antivirus activity
    The Antivirus Activities log tracks all activities that occur on potentially infected files from the point that they are discovered and placed into quarantine.
    Review quarantined files
    Review quarantined file attachments and take further action as needed.

    Application Portfolio Management

    Enhancements in Technology Portfolio Management Timeline (TPM)
    • Retrieve the business applications risk data stored in the Business Application Risks [sn_apm_tpm_business_application_risk] table. Risks of all business applications are calculated and the data are stored in the risks table to make optimal use of the risk engine. Since risks are stored and retrieved from the table, their retrieval is faster when loading the Technology Portfolio Management timeline or the Capability Based Planning portal. Execute the Load TPM Risk Parameters and compute Business Service Risks scheduled job daily to obtain the real-time status of risks your business applications are exposed to in a given day. Running this job populates the business risks table.
    • Relate the software models that the suggestions engine picks up to your application service instead of searching for and then mapping them manually. You can easily manage the results of two subsequent runs of the software models suggestions engine by reviewing the new software models suggested by the engine in the latest run.
    • Navigate to Business Application Risk Values in the applications menu to view the risk record of each business application.
    • View the risk scores at the risk parameter level by clicking the risk bubble of the software model in the TPM timeline.
    • Filter business applications based on their risk factor using the business application risk filter.
    • Select the By Product Classification view to dynamically load software models, business applications, and application services in the timeline. All technology categories or product classifications are loaded as the page loads.
    Application roadmap
    Use the graphical view of the application roadmap that opens in an investment portal, which is exclusive to Application Portfolio Management, to view all the projects and demands that are planned for a business application in a fiscal year.
    Application assessment indicators
    • Fetch cost data from the IT Financial Management buckets using the seven cost indicators to assess the performance of business applications in Application Portfolio Management. Know the exact amount that is allocated to a business application from a cost bucket using the preconfigured L2 Costing — Business Applications cost model.
    • Use the APM application indicators to get the count of all incidents that are associated to a business application, and derive the relative weight of the application. The incident indicators gather data at an instance level and then bundle them up at the application level.
    Quick start tests for Application Portfolio Management
    Validate the continued functionality of Application Portfolio Management after any configuration change such as an upgrade or after developing a new application. All test suites and tests should pass using a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Application security

    Instance security center
    Monitor the compliance level of instance security controls, view security event monitoring metrics, configure and maintain instance security settings. The Instance Security Center consolidates several key security components into a single comprehensive control console that helps you detect, protect and respond to instance based security events.

    Approvals

    Embed an approval request within the Outlook email client
    Embed an interactive approval request for service catalog requests in the email notification sent to a user. The user can accept or reject the approval request from the email client.
    Mobile experience for Approvals
    Approve catalog requests, requested items, or change requests from anywhere using the ITSM ServiceNow Agent application.

    Assessments and Surveys

    Question Bank module
    Add question categories (metric categories) and questions (metrics) in the Question Bank module so that you can reuse them when you create or update a survey. This module is available for all evaluation types, that is, surveys, assessments, and quizzes.

    The demo data for the question bank is available only when you activate the Survey Question Bank Sample Data plugin (com.snc.question_bank_data). This demo data is available for surveys in the Platform UI and Survey Designer (under Questions and Categories tabs).

    Embedded survey within the Outlook email client
    Embed an interactive survey in the email notification that is sent to the user by selecting the Outlook Actionable Message check box in the survey definition. Your users can answer the survey questions and submit the survey from the email client instead of opening it in a new browser tab.
    Note: To use this feature, you must activate the Outlook Actionable Messages plugin (com.sn_ms_oam).
    Ability to take a survey in the Connect chat client
    Configure a survey in the Connect chat client by using the Chat Survey module. When a support agent ends the chat, the survey URL is displayed.
    Note: To use this feature, you must activate the Connect Support plugin (com.glide.connect.support).
    Recipients list
    Send a survey invite to a targeted set of users by using a recipients list. Using the dynamic condition method, you can create a dynamic recipients list that can be used for multiple surveys.
    Localization for a public survey
    Use the Enable/Disable whether to show language picker when a public survey is taken property to enable a language picker for a public survey. When a survey user takes the survey, it is first available in the language that you set. However, the user can use the language picker to change the language of the survey. Localization is also applicable to Service Portal.
    Note: You must activate the language plugins for each language that you want your surveys to be available in.
    Quick start tests for surveys
    Validate that Assessments and Surveys still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    Authentication

    Support JSON Web Tokens (JWT) for external API providers
    JWTs provide the capability to configure server-to-server API interactions between ServiceNow and external API providers without requiring any user intervention. This support enables IntegrationHub or other automated tasks using JWTs to configure API and Service integrations with different providers.
    Guest Session Timeout property
    This new property, glide.guest.session_timeout, decouples a session timeout for a guest session from the glide.ui.session_timeout.
    Support Facebook authentication
    Your Facebook user account can link to your ServiceNow user account to perform actions, such as pre-set conversations or notifications, through a conversational bot platform.

    Automated Test Framework

    Automated Test Framework Properties
    Enable tests with Custom UI steps to capture page data each time they are run.
    Custom UI test steps
    Test customized user interfaces such as UI pages and UI macros by retrieving their HTML and JavaScript page components and identifying the test actions they support.
    Page Inspector
    Identify which HTML and JavaScript page components of your user interfaces are available for custom UI testing. Enable automated testing by ensuring your user interfaces only contain testable page components.
    Develop testable custom components
    Change the testing properties of a particular page component using Automated Test Framework-specific HTML attributes.
    Parameterized tests
    Run a test multiple times with different test data for each run. Create parameters to store test data for each test run.
    Add tests to a suite with a filter
    Automate the creation of test suites by using a filter to dynamically add tests to a test suite when they match the filter conditions. Reduce the time that your test designers spend manually creating and maintaining test suites.
    Available quick start tests by application or feature
    Validate that your instance still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize the ServiceNow-provided quick start tests to pass when using your instance-specific data.

    COVID-19 Global Health Data Set

    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Access global COVID-19 data
    View the latest COVID-19 data and sort the information by date, location, state/province, and country. Build reports or export the data to use for your own analysis. Use the geolocation map component to visualize the daily updates.
    Track new data
    Track new confirmed COVID-19 cases along with your employee and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard.

    Change management

    New features added to Conflict detection
    • Change conflict scheduling: When potential change scheduling conflicts are identified, change conflict scheduling identifies dates and times where no conflict exists and provides a new Scheduling Assistant user interface that allows a change requester or fulfiller to select a date and time with no conflicts. To take advantage of this new feature, activate the following two new properties:
      • Define the number of days to be factored after the respective Planned start/end date of a Change record when searching for the next available time (change.conflict.next_available.schedule_window).
      • Define the number of suggestions to be calculated for the next available time field on a Change (change.conflict.next_available.choice_limit).
    • A new conflict type called Assigned to already scheduled is introduced to identify when the assignee of a change request is already assigned to another change request scheduled on the same date and time.
    Change REST API suite
    Empower your DevOps teams to easily integrate Change Management from their Continuation Integration or Continuous Delivery pipeline by using the REST API suite. This suite of APIs allows any of the supported change types to be created, updated, approved, and worked on from creation to closure. Use the REST API suite for the Change Management application to empower DevOps teams to integrate from their Continuation Integration or Continuous Delivery pipeline with Change Management.
    The new com.snc.change_management.enforce_data_requirements property is introduced to provide additional controls to supplement existing UI policy and client scripts. This property is installed with Change Management - Core and is true by default for new customers and false for any upgrading customers.
    Change approval policy
    Generate and configure approvals in Change Management based on a new platform feature called Decision Tables. Change Approval Policies allow conditional approval policies to be configured using simple platform records and then generated as an integral part of change workflows. With Change Approval Policies you can apply varying levels of approval governance dynamically based on platform data, the introduction of additional approval users or groups, or automated approvals tied to users for Normal and Emergency change types.
    Enhanced refresh impacted services
    The Refresh Impacted Services UI action can populate the Impacted Services/CIs related list with any application service impacted by a configuration item listed in the Affected CIs related list. Previously, Refresh Impacted Services only worked against the Primary configuration item referenced on the form.
    The new Impacted CIs/Services related list is generated from all CIs listed in affected CIs related list (change.refresh_impacted.include_affected_cis) property is introduced to use this capability. This property is enabled by default. For more information, see Change Management properties.
    Agenda item paging in CAB workbench
    Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.
    Search attendees in CAB workbench
    Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.
    Quick start tests for Change Management
    Validate the continued functionality of Change Management during application development and after upgrades. Copy and configure these automated tests to identify customizations needing review.
    Standard Change catalog for support for workspaces
    Added a Standard Change Catalog support for Workspace. When a standard change template is initiated from a workspace form view of another task type, for example, an Incident, Change Management redirects to a workspace form view of the standard change request.
    Now Platform® branding
    Updated the CAB workbench portal and Change Conflict Calender to align to the base system platform color palette.

    Cloud Management

    Simplify creation of service offering in Service Catalog using cloud-native templates
    Taking a service-centric view, this feature allows the service designer to start with a catalog item and design the end user catalog experience. The service is driven by importing cloud-native templates or ServiceNow blueprints.
    Enable use of technologies like Orchestration to drive day 1 and day 2 operations
    Cloud services and operations continue to grow at breakneck speeds. This feature allows customers, partners, and field personnel to add new services and operations using Orchestration workflows. This is especially useful for creating new day 2 operations for various cloud resources.
    Performance improvement for Cloud User Portal and Admin Portal
    The Cloud Management platform includes both an Admin and a User Portal, each serving a different role. This release focuses on user interface performance improvements for both the Admin and the User portals. The performance-related changes are transparent to the user.

    Coaching

    Coaching moment definitions
    Define coaching moments using a single coaching opportunity form. The coaching opportunity state model is simple to use, while providing full transparency to both coach and trainee.
    Coaching assessment tasks and feedback
    Review the coaching assessment task as a coach, provide improvement feedback notes, assign learnings, and submit survey-based rating feedback for the trainee.
    Recommendation learning list
    Create a recommended learning list of knowledge base articles, videos, and internal or external links to learning content. Assign recommendations manually, or set up the coaching opportunity to use a virtual coach.
    Virtual coach
    Assign a virtual coach to a coaching opportunity to assign learning recommendations and automatically resolve the coaching assessment.
    Integration with Continual Improvement Management (CIM), Skills Management, and Knowledge Management
    • Create an improvement initiative from a coaching opportunity with one click to identify trainees for external training, for example. Plan and deliver that initiative using the Continual Improvement Management process.
    • Assess trainee skills using Skills Management to identify gaps so the trainee can be coached to acquire new skills, or to enhance their existing skill level.
    • Assign knowledge base articles in Knowledge Management as recommended learning for the coaching opportunity.
    Dashboards for coach and trainee users
    • Use the Coach Dashboard as a coach to see real-time analytics on open assessments, list of follow-up actions, coaching survey feedback scores, number of tasks auto-resolved by the virtual coach, and performance of all trainees of the coach.
    • Use the Trainee Dashboard as a trainee to see analytics on your active assessments, your coaching history, your survey results, and a list of all open assessments for the trainee.

    Communities

    Community profile time zone
    Set a preferred time zone when registering with the community or from the community profile.
    Antivirus protection for community attachments
    If antivirus protection is enabled, all attachments that are uploaded into or downloaded from the community are scanned for viruses.
    Forum hierarchy
    Create sub forums and map them to a parent forum. The forum hierarchy is displayed on the community pages.
    Last updated time stamp
    Displays when updates were last made to replies, comments, answers marked as correct, and which user made the updates.
    Enhancements to the community TinyMCE editor
    Change the font and add tables when creating community content.
    Automatic addition of secondary content types
    Adds the respective secondary content types automatically when configuring primary content types for a community forum.
    Exclude self-award
    Checks that a user is not awarded gamification points for content they authored.
    Created date sort option
    Sort by the date on which content was created from the community homepage or forum landing page.
    Contributions on the community profile page
    Displays a list of the number of user contributions to the community.
    Additional notification preferences
    Select My Blog marked as helpful, My comment marked as helpful, My Question upvoted, and My Answer marked as helpful as activity feed options or email notifications.
    Full-sized images
    Open an image from community content, such as a question, to view a full-sized image.
    Quick start tests for Communities
    Validate the continued functionality of Communities after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Configuration Compliance

    Recertification
    Version 10.0: Recertified for Madrid in the Store.
    Configuration Compliance assignment rules overview
    Version 9.0: Define assignment rules to automate the assignment of configuration test results to their respective remediation teams. Assignment rules can also be reapplied to existing test results on-demand, or automatically on a scheduled basis. Reapplying ensures test results reflect the latest rule changes or ownership updates in the CMDB.
    Note: For upgrade customers, the Assignment group and Assigned to fields must be added to the test results form manually.
    Configuration Compliance test result groups and group rules overview
    Version 9.0: Use Group Rules to automatically create Test Result Groups.These rules group non-passed test results in terms of how they’re going to be remediated and by whom. Group rules can also be reapplied to existing test results, ensuring test result groups reflect the latest test result and group rule changes.
    Remediation owner added to roles
    The sn_vulc.remediation_owner role compartmentalizes the view and update permissions of test results, test result groups, and related policies, authoritative sources, and other content for remediation teams. sn_vulc.remediation_owner is part of the itil role. Remediation owners can view and update only the test results and test results groups assigned to them or to one of their user groups.
    Configuration Compliance has moved to the ServiceNow Store
    Version 8.0: You no longer need to wait for the platform family release of Configuration Compliance to enjoy new features, updates, and fixes. The latest version of Configuration Compliance is published on the ServiceNow Store and available for download.
    Multi-source support in Qualys
    Version 8.0: If you have multiple deployments of the Qualys Cloud Platform application, you can add an integration for each deployment. Data sourced from each deployment is identified and available in a single instance of Configuration Compliance.

    Configuration Management Database (CMDB)

    Agent Workspace for CMDB
    Access the following essential CIs and related details from Agent Workspace for CMDB:
    • Timeline view to access changes, change requests, and incidents for CIs
    • Health widget to view health scores for CIs
    • Relationships widget to view level 1 relationships (direct relationships) for CIs
    • All critical attributes related to CIs
    • Ability to create incidents and change request from the CI form view
    CMDB Health
    Use the system property glide.cmdb.health.src.cmdb_health_audit_only to configure CMDB Health to disregard data from other sources, such as cloud discovery.
    CMDB roles
    Control read access to the CMDB by using the cmdb_read role. The cmdb_read role is required for reading any CMDB table, and it is contained in existing roles such as admin and itil.
    CMDB Search

    Search the CMDB by using queries that are more complex than the basic global text search. Enter an almost free-style search text with configurable synonyms and stop words. CMDB Search then converts that text into a properly formulated query on CMDB CIs and relationships.

    Quick start tests for Configuration Management Database (CMDB)
    Validate that Configuration Management Database (CMDB) still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    Contact Tracing

    Track employee daily contact logs
    Send employees ServiceNow®Emergency Outreach push notifications to request a log of co-workers with whom they interacted that day. Review daily contact logs to identify on-site employees who might have been in contact with a potentially affected co-worker.
    Follow up with potentially exposed contacts and create requirements for returning to work
    After an employee who returned to the workplace is reported to be infected with an infectious disease, create a case to find and reach out to potentially exposed employees. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those employees. Create requirements that restrict return to work eligibility to employees that have not been potentially exposed and are not being actively investigated in a contact tracing case.
    Manage employee badge data and Wi-Fi access logs
    Manage data for employee badges and badge readers to track and control employee access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected employee has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed employees who might have come into contact with affected employees.
    Set up Cisco DNA Spaces integration for Wi-Fi access logs
    Set up the Cisco DNA Spaces integration for Wi-Fi access logs and use the Wi-Fi proximity report to get a list of potentially impacted employees who used the same Wi-Fi network as the affected employee.
    Set up data privacy consent settings and maintain user data privacy
    As an admin, configure privacy consent templates, location-based privacy configurations, email notifications, and outreach notifications for sending privacy consent alerts. Enable your organization to maintain the data privacy of all employees throughout the contact tracing process.
    Configure Contact Tracing data retention settings
    As an admin, configure the data retention settings for the data collected for contact tracing, such as badge swipe data, employee daily contact logs, and cases.
    Configure Contact Tracing data and notifications
    Configure system properties to adjust how badge access data is used for contact tracing. Review and modify the scheduled data import used for importing badge access data from a Microsoft Excel file into the Contact Tracing application. Create notifications to send to employees to request a list of co-workers with whom they interacted on a given day.
    Add wearable devices assigned to employees
    Add wearable devices such as Bluetooth LE-enabled devices that are assigned to employees to enable them to connect to the Wi-Fi network in your workplaces. To use this feature, ensure that you have the CMDB CI Class Models application installed and active. For more information, see CMDB CI Class Models.
    Configure and send notifications to potentially exposed contacts
    Configure and send an Emergency Outreach notification to potentially exposed employees to notify them of a potential exposure from an affected employee.
    Use guided setup to implement Safe Workplace apps
    The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Contextual Search

    Source selector
    Specify a resource to search from the choice list next to the Related Search field.
    Search on tab field

    Configure the search so that it searches only when the agent enters text in the Short description field or in a search field and then removes the cursor from the field.

    Disable actions
    You can now disable search actions except the This helped action.
    Attach note field
    Specify a field where the attached knowledge article should be copied by selecting the Use custom field for attach note check box and putting the field name in Attach note field. Earlier, the attached knowledge article was copied to the field set in the glide.knowman.attach.fields property.

    Contextual development environment

    Extension points for UI macros and scripts
    Create and embed custom code hooks, called extension points, into UI macros and scripts in scoped and global application base code. You can use extension points to designate where custom UI macros and scripts be called and then processed to extend the base Now Platform functionality.

    Because you do not need to embed extension points directly into the core application code, you prevent application paths from breaking during upgrades.

    Continual Improvement Management

    Integration with ITOM and GRC applications
    • Link new and existing records from IT Operations Management (ITOM) and Governance, Risk, and Compliance (GRC) to Continual Improvement Management on the base system with one click.
    • ITOM Configuration Management Database (CMDB) application integration includes a related link to create an improvement initiative on the Remediate Duplicate Tasks form. CIM integration allows easy submittal of an improvement initiative to address issues around de-duplication of CMDB tasks.
    • GRC application integration includes a related link to create an improvement initiative on the Issues form. You can also create multiple improvement initiatives from a single audit control task and view the associated tasks in a related list.
    Enhanced linking with implementing tasks outside of CIM
    Link a single CIM task to multiple integrated application tasks (problem, incident, demand, for example), and link multiple CIM tasks to a single integrated application task for more flexible improvement initiatives.
    Quick tests for Continual Improvement Management
    Validate the continued functionality of Continual Improvement Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Credentials

    Credential aliases for Discovery
    Allows an administrator to use specific credentials on Discovery schedules. Credential aliases provide more control over which credentials a Discovery schedule is allowed to use and prevents the unnecessary exposure of credentials with elevated privileges.

    Customer Service Management

    Case action status
    Identify cases that require attention and quickly prioritize workload using visual indicators in the Action Status column on the Case list.
    Customer Service integration with Service Management
    Provides an integration between Customer Service Management and the Incident, Problem, Change, and Request Management applications. Agents can create incident, problem, change, and request records from customer service cases.
    Agent Workspace for Customer Service Management
    Integrates the platform functionality specific to tier 1 customer service agents and puts these features into an easy-to-use interface. These features enable agents to be more efficient, such as a multi-tab interface for managing multiple cases and a heads-up contextual display that provides quick orientation to the task at hand.
    Lookup and verify
    Enables agents using Agent Workspace for Customer Service Management to quickly look up contacts or consumers using information such as the name, phone number, account, or record number, and verify that information on the interaction record.
    Advanced Work Assignment for Customer Service Management
    Automatically route and assign cases as work items in Agent Workspace to customer service agents based on availability, capacity, and skills. Define work item queues, routing conditions, and assignment criteria that AWA uses to distribute work items. From the agent inbox, agents can see pending assignments, set availability, and accept or reject work items.
    Similar cases
    Provides an easy way for an agent working on a case or a problem to find similar, already resolved records. The agent can link the current record to a similar record and also copy resolution notes to the current record.
    Quick start tests for Customer Service Management
    Validate the continued functionality of Customer Service Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Dashboards

    Dashboard picker enhancements
    Find dashboards more quickly. On each dashboard, the dashboard picker enables you to choose from the dashboards you have permission to view, with the most recently opened dashboards shown first. Previously, this list showed all dashboards by default. Click Load all dashboards to see a list of all dashboards available to you.
    Quick start tests for Dashboards
    Validate the continued visibility and sharing functionality of dashboards after any configuration change such as an upgrade. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    DevOps

    Configurable pipeline modeling
    Model pipeline stages in DevOps at the app level for easier management of your pipeline process and end-to-end visibility in DevOps.

    Version 1.12: More than one pipeline per app is supported.

    Planning, coding, and orchestration tool integrations
    Connect to your existing DevOps toolchain to collect lifecycle events and data using tool integrations provided with the DevOps application. Planning tool integrations include Jira, and ServiceNow Agile Development 2.0. Coding tool integrations include GitHub, GitHub Enterprise, and Bitbucket. Orchestration tool integration includes Jenkins. JUnit-style test results from Jenkins are supported.

    Version 1.12: Azure DevOps Boards, Repos, and Pipelines integrations are supported using the ServiceNow DevOps extension for Azure DevOps on Visual Studio Marketplace.

    Version 1.13: Capture tags from GitHub, Bitbucket, and Azure DevOps Repos coding tool commits.

    Change acceleration

    Automatically create change requests for pipeline stages under change control. A DevOps Change workflow and DevOps Change Approval policy can be used to enable automatic DevOps change approvals. Change requests are automatically updated with implementation details from the orchestration task.

    Version 1.11: Use change acceleration for releases to link all commits and work items in the change request since the last time the app was deployed to production, rather than for a specific pipeline execution.

    Version 1.13: View test results and artifact versions for the change in a DevOps change request.

    DevOps Insights dashboard
    Use the DevOps Insights Standard dashboard to provide visibility into change results, pipeline value stream, and overall DevOps process. The dashboard includes commits, in addition to development, deployments, change acceleration, and system health tabs. Drill into data collected over time and compare data sets to analyze operational and business insights.
    Pipeline UI view
    Use the Pipeline UI to show the pipeline status for each app in a central graphical view. You can view pipeline execution information, including stage progression, work items, associated commits, and links to change requests for approval and test results. The App Pipeline UI can also be accessed from within a DevOps change request.
    DevOps Integrations application
    Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins orchestration tools with DevOps.
    Support for common Jenkins plugin features
    Use scripted or declarative code in your Jenkins pipeline. Parallel and sub stages are supported. Configure multibranch change control in a DevOps pipeline step to create change requests for multiple branches. CloudBees Jenkins Folders plugin is also supported for discovering and getting notifications from Jenkins jobs in folders.
    Support for Azure DevOps Pipelines
    Version 1.12: Use the ServiceNow DevOps extension for Azure DevOps to integrate your Azure pipeline with DevOps. Configure custom tasks in your Azure pipeline to send job notifications and create change requests.
    User-created integrations support for planning, coding, and orchestration tools

    Create subflows in Flow Designer to integrate planning, coding, and orchestration tools not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

    Version 1.9: Connect and discover integration capabilities are also supported.

    Version 1.12: Orchestration integration capability is also supported. The concept of tool capabilities is added for multi-tool support.

    The DevOps API can also be used for user-created planning, coding, and orchestration tool integrations.

    Quick start tests for DevOps

    Version 1.10: After upgrades and deployments of new applications or integrations, run quick start tests to verify that DevOps still works. If you customized DevOps, copy the quick start tests and configure them for your customizations.

    Discovery

    Discovery performance metrics
    Use metrics collected by the Discovery performance framework to monitor the processing times of probes, patterns, and sensors for specific discoveries. View performance data aggregated over time that shows probe execution by build, status, or target IP address. Use the roll-up data by build to compare performance between versions after an upgrade.
    File-based discovery

    Improves visibility into your installed software via file signature-based discovery. This is a limited access feature for the Madrid release that enables you to scan a file system and identify file fingerprints on UNIX and Windows servers from a list of established signatures. Use the comprehensive software normalization library from ServiceNow to match the results to installed software. This feature integrates with the ServiceNow® Software Asset Management Professional application to help you manage your software licenses.

    File-based discovery is built with the same high-quality engineering as the rest of the Now Platform® and is optimized for performance. The product team will use the limited access time frame to get participant validation of the core feature set.

    If you are interested in participating in this limited availability program, email discoverypm@servicenow.onmicrosoft.com.

    PowerShell remoting
    Use PowerShell remoting to communicate directly with Windows servers using the WinRM protocol. The PowerShell process establishes a secure PSSession (PowerShell Remoting session) that stays open until the MID Server finishes querying a Windows server. New MID Server configuration parameters manage SSL certificates and port assignments for using PowerShell over HTTPS.

    Document Viewer

    Enable Document Viewer
    Enable Document Viewer on a specific table by adding the use_document_viewer attribute.
    View attachments with Document Viewer
    Use Document Viewer to view documents directly within the Now Platform® rather than having to download them to your own file system.

    Edge Encryption

    Authenticate an Edge Encryption proxy server
    Specify that a proxy is a trusted source so that Edge Encryption can process the requests that come from that proxy.

    Emergency Exposure Management

    Create or modify a diagnostic request task configuration
    Create or modify a diagnostic request task configuration to auto-create a diagnostic request task in a diagnostic request. Based on the selected data source type in the diagnostic request, the corresponding task configuration creates a diagnostic request task to identify potentially impacted employees.
    Fetch potentially exposed employee data from a data source
    Work on the diagnostic request task to get information about potentially impacted employees from a selected data source and populate the corresponding related lists on the Diagnostic Request form.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Track possible exposure between employees
    If an employee self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected employee to identify others who might also be exposed.

    Emergency Outreach

    Send notifications for daily health verification
    Use Emergency Outreach to notify employees to report their daily health status. Ensure that you have the Employee Health Screening application installed to send the notifications.
    Review daily health verification acknowledgements
    Review the list of acknowledgements from the daily health verification notification to see each employee's status. Resend the outreach notification to employees who did not respond.
    Automate responses with response scripts
    Use response scripts to automatically take actions based on employee responses to survey questions. Create or update records across any of the Emergency Response Management and Safe Workplace suite apps. Once you associate each response script with a survey, the script will run if the employee's answers match the response criteria.
    Add a Safe Workplace audience for Emergency Outreach
    Add a collection of users for Emergency Outreach notifications based on criteria such as location, department, and group and set conditions to filter the audience. To use the Safe Workplace audience feature, you must have the Employee Readiness Core plugin.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Create an Emergency Outreach notification channel
    Create a notification channel to send health status requests using your company's preferred communication method, such as Slack.
    Report your health status by email or mobile
    During a public health crisis, employees can also respond to employers through email or the ServiceNow® Now® Mobile app and let their employers know if they are safe and healthy.

    Emergency Response Operations

    Create an emergency incident
    Use an emergency incident to coordinate your response to an emergency. Designate which positions are needed at specific locations, and or create custom positions to match your situation if needed.
    Assign and track field resources for an emergency
    Assign, request, and track resources for specific dates and locations in the Incident Management Team portal. Resources can be assigned directly, or you can request resources from deputies. Deputies can also use the IMT portal to assign resources according to staffing needs and specific skills.

    Emergency Self Report

    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Report and track health statuses during an emergency
    When an emergency occurs, employees can self-report their health status to their managers. Managers can track the health status of their employees and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all employees and sort the data for analysis and action.
    View self-reported employee HR tasks
    The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of employee reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the company.

    Employee Health Screening

    Screen employees and visitors for entry to the workplace
    Use your smartphone, tablet, or computer to determine whether an employee is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the employee's temperature and whether the employee has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace.
    Add an Employee Readiness Surveys email notification for daily health verification.
    Monitor progress with the Employee Health Screen Overview dashboard
    Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace.
    Verify your health status and compliance
    Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Readiness Core

    Track health and safety compliance with user records
    Automatically create a health and safety user record when an employee fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create user records for employees that do not have any activity towards completing requirements. Use these records to monitor the status of employee health and safety compliance.
    Create and activate health and safety requirements
    Use health and safety requirements to define the criteria that employees must meet before they can return to the workplace. Use pre-built Employee Readiness Core requirements or create additional requirements using data from any of the Safe Workplace or Emergency Response Management apps. If you no longer need employees to fulfill a requirement before returning to the workplace, you can deactivate the requirement.
    Invite a visitor to the workplace
    Submit a visitor invitation to send an email to visitors with information about their upcoming visit. Before visitors can enter the workplace, they must respond to the email and agree to comply with the safety requirements and policies listed in the email.
    Verify employee readiness with Employee Health and Safety Status
    Pull data from across all Safe Workplace and Emergency Response Management applications into a single data point that shows if an employee is ready to return to the workplace. Create and activate requirements that employees must fulfill before they can return to the workplace. Track when an employee fulfills all active requirements and when they are ready to return to the workplace.
    Add a Safe Workplace audience
    Add a collection of users for Emergency Outreach notifications. Target specific users based on criteria such as location, department, and group and filter the audience using the condition builder.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Readiness Surveys

    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Add or modify notifications for Employee Readiness Surveys
    Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs.
    Create or customize Employee Readiness Surveys
    Review the default employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address.

    Event Management

    Alert intelligence
    Alert Intelligence is implemented in the multi-tab interface of Agent Workspace. You can manage alerts in Workspace in the Event Management implementation of Agent Workspace.
    View alert group reasoning
    As alerts are added to a group, a message is added to the Work notes field of the alert to indicate the reason for aggregating that alert into the group. When an alert is added to or removed from the group, that information is shown in the Work notes of the selected alert.
    Monitor event processing metrics
    Extract statistics from your instance to ensure that performance is not affected and extract metrics related to event processes to monitor event processing status.
    Configure event collection from an Icinga2 connector
    Configure the Icinga 2 (Icinga) connector instance to receive events while monitoring your network resources.
    Alert similarity
    Find alerts that are similar to the alert that you are currently investigating. Save time in resolving the current alert by seeing how the similar alerts were resolved. In this way, like alerts are resolved in the same way and there is a reduction in the mean time to resolve alerts. Alert similarity applies natural language processing (NLP) based on Now Platform® machine learning (ML) as implemented in Agent Intelligence.
    Quick start tests for Event Management
    Validate the continued functionality of Event Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Field Service Management

    Use Emergency Exposure Management for field service agents
    Identify field service agents and customers who might have come in contact with an affected agent. Run diagnostic reports based on the affected agent's work order history to identify possibly impacted contacts. Use compliance surveys to monitor agent compliance with the recommended safety protocol guidelines.
    Visualize data on the Field Service Safety dashboard
    Use the Field Service Safety dashboard to monitor the status of agents and whether they are complying with the safety protocols while performing tasks. Display global COVID-19 data with the COVID-19 Global Health Data Set and the FSM Covid19 map for the locations that are covered by agents, tasks, and assets of an individual field service manager.
    Field Service Mobile
    Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your device will sync information when it next connects.
    Quick start tests for Field Service Management
    Validate that Field Service Management still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.
    Adding knowledge to work order and work order task forms
    Add additional information to complete tasks.

    Financial Management

    Prescriptive cost models
    Use the prescribed preconfigured Level 2 Costing – Business Services and Level 3 Costing – Business Capabilities cost models along with their default metrics to weight the allocation of various business costs.
    ITFM prescribed weighted metrics
    Choose from a library of ITFM-prescribed metrics that support weighted rollup. This library of metrics sources data directly from other applications within the Now Platform®.
    ITFM prescribed scripted metric to allocate to business capabilities
    Track the relationship between business applications and business capabilities in Application Portfolio Management (APM) for purposes of cost allocation. APM integrates with ITFM using a scripted metric logic, so that you can allocate cost between applications and business capabilities at whatever levels the applications are related to the business capabilities.
    ITFM prescriptive dashboards
    View all your expenses on a consolidated and easy-to-read dashboard based on a specific cost model that you select. There are a number of preconfigured dashboard layouts to choose from. In dashboards, you can drill down to get details of spending for each segment in the hierarchy. The following dashboards are available in Madrid:
    • Application TCO
    • Level 1 Costing – Shared Services
    • Level 2 Costing – Business Applications
    • Level 2 Costing – Business Services
    • Level 3 Costing – Business Capabilities
    Total weight support in allocation metrics
    Use the total weight metric to allocate cost based on total consumption capacity. The weighted metric allocates cost based on the total number of available units of consumption instead of allocating cost based on the sum of all values that were actually consumed in the weight table. The Enforce total weight option helps when the total allocation is greater than the sum of the consumed values.
    Financial Charging guided setup
    Follow the Financial Charging guided setup steps to set up the reporting aspect of Financial Management. Understand the tasks and configure statement items, statement item drilldowns, and showback statement definitions to generate a showback statement of the cost items. Show back the IT costs associated with each department to the head of the business unit, providing visibility on the reasons behind the cost.
    Quick start tests for Financial Management
    Validate the continued functionality of Financial Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Flow Designer

    Call a Workflow flow logic
    Reuse existing business logic by running a published and active workflow from a flow. Flow designers can use flow data as workflow inputs such as specifying the current record.
    Core attachment actions
    Use core actions to copy, delete, look up, and move attachments in the Attachments [sys_attachments] table.
    Do the following in parallel flow logic
    Branch a flow into blocks of actions and subflows that run in parallel.
    Do the following until flow logic
    Apply one or more actions repeatedly until an end condition is met. Flow designers can use flow data to specify the end conditions.
    End flow logic
    Stop running a flow from within a conditional flow logic block, such as an If, Else If, or Else flow logic block. Use this flow logic to stop flow execution when certain conditions are met.
    GlideFlow API
    Perform client-side interactions with actions, flows, and subflows. Flow designers must enable a flow, subflow, and action to be called from the client.
    Make a decision flow logic
    Use decision table branching logic in situations where multiple conditional paths are required, as an alternative to nested If, Else If, or Else flow logic. For example, inputs such as location, age, crash history, car make, car model, and car year will determine a level of insurance coverage. This logic can save time and present a more readable format than nested if conditions or switch case statements.
    Run As advanced option
    Choose whether the flow runs as System User or the user who initiates the session. Use the user who initiates the session option when the update should come from the user who triggered the flow. For example, comments to incident records that should come from the current user, or approval emails that should originate from the approver. Settings on a flow do not apply to child subflows. Flows created before the upgrade default to run as the System user, which means that the flows bypass normal access controls. New record-based flows default to run as the user who triggers the flow.
    FlowAPI
    Execute actions, flows, or subflows in server-side scripts using either blocking or non-blocking methods. Non-blocking methods enable the client to execute other code in the script without waiting for the flow to complete.
    Wait for a duration flow logic
    Pause a flow for a specified time period. Flow designers must specify the duration and schedule for the wait period.

    Governance, Risk, and Compliance

    The following accelerators are downloaded from the ServiceNow Store and activated in the core GRC applications (Policy and Compliance Management, Risk Management, and Audit Management:
    GRC: NIST CSF Use Case Accelerator
    The NIST CSF Use Case Accelerator gives customers an operational head-start when adopting the NIST CSF. When the accelerator is downloaded and activated in the GRC applications, pre-configured policies, scopes (profiles, profile type recommendations), indicators, risks, and other GRC elements appear.
    GRC: NIST RMF Use Case Accelerator
    The NIST RMF Use Case Accelerator gives customers an operational head-start when adopting the NIST RMF. When the accelerator is downloaded and activated in the GRC applications, pre-configured policies, scopes (profile, profile type recommendations), indicators, risks and other GRC elements appear.

    Guided Tour Designer

    Single callout placement
    The four directional callouts used to associate a tour step to a page element have been replaced by a single multidirectional callout. This multidirectional callout enables you to flexibly position your callouts so they point to an element from any direction.

    HR Service Delivery

    Case and Knowledge Management
    Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
    Preview a knowledge article with knowledge blocks
    Preview published knowledge articles with knowledge blocks by user and date. You can see how the article appears or hides block content based on the user criteria and date.
    Automated Test Framework for HR
    Validate the continued functionality of HR Service Delivery after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Note: When running, demo data is required.
    Employee Service Center
    Provide a single, unified portal for employees to get all the information, services, and help that they need.
    Note: Employee Service Center is also available as a standalone application.
    Employee to-dos page
    The to-dos page is where employees can view and complete all their to-dos on a single page in the Employee Service Center. You can configure the to-dos page by applying filters to show a user's approvals, content tasks, HR acceptances, HR tasks, and more.
    Employees requests page
    The requests page is where employees can view all their requests on a single page in the Employee Service Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases, and more.
    Employee knowledge page
    The knowledge page is where employees can browse knowledge articles and find answers to their questions in the Employee Service Center. You can associate one or more knowledge bases with the Employee Service Center.
    Employee catalog page
    The catalog page is where employees can request catalog items such as services and product offerings in the Employee Service Center. You can associate one or more service catalogs with the Employee Service Center.
    Employee live chat
    Employees can chat directly and in real-time with support agents in the Employee Service Center. When an employee initiates a chat, a pre-chat window appears and the employee selects a category that routes them to the appropriate chat queue. You can control what categories appear by configuring the pre-chat categories.
    Link the HR ticket page with the Employee Service Center
    If you are using Employee Service Center as part of HR Service Delivery, use the Portal Configuration module to link the HR ticket page with the Employee Service Center portal.
    HR ticket page
    If you are using Employee Service Center with HR Service Delivery, the HR ticket page is where users can view the details of an HR case. Different users have different views of the HR ticket page, and you can configure the HR ticket page header for individual HR services.
    Employee Forums
    Employee Forums help your employees connect, engage, and collaborate with other employees. Forums can be used to share business information, promote employee engagement, encourage ideas and feedback, and give your employees a voice.
    Add or modify task (to-do) content
    You can assign tasks to your employees as part of a campaign and, if needed, trigger additional content once a task is completed. To-dos can also be sent via email or posted to the Employee Service Center.
    Manage content for a campaign
    Campaign bundles and content can be edited after being published. Content can be removed or changed for employees that have not yet viewed it.
    Content Automation (campaigns) analytics
    Use Content Automation Analytics to view event-based reports measuring employee engagement with your Employee Service Center and campaign content engagement.
    Enterprise Onboarding and Transitions
    Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
    Monitor the status of a lifecycle event case
    Use activity set execution contexts to monitor the status of lifecycle event cases. You can report on the activity set contexts table along with the HR case table.
    Show activity sets timeline to the subject person on the HR ticket page
    If you are using Employee Service Center with Enterprise Onboarding and Transitions, you can show the activity sets timeline on the HR ticket page to the subject (subject person) of the lifecycle event case.
    Wait for generated tasks to complete before closing the activity set
    For lifecycle event activities that generate new tasks, you can wait for the generated task to complete before the activity closes.
    Employee Document Management
    Provide electronic storage and filing of employee documents. Security policies determine who can view and access employee documents. Retention policies determine how long employee documents should be retained and reduces compliance risks.
    Create or modify an employee document
    Employee Document Audit Trail provides insight into all actions for an employee document from creation, updates, and to the time it was purged.
    Employee document management bulk imports
    You can upload multiple employee documents from an external cloud storage or a local network directory to Employee Document Management.

    ITSM Agent Workspace

    ITSM Agent Workspace for Problem Management
    • All fields that are available on the ITSM problem form are available on the Agent Workspace problem form.
    • State transitions are not available on the Agent Workspace for Problem and Problem task records.

    ITSM Virtual Agent

    Additional ITSM Virtual Agent conversations
    Benefit from the following additional pre-built ITSM Virtual Agent topic conversation flows:
    • Escalate IT Ticket
    • Update Change Request
    • Identify Scheduled Changes
    • Create Problem
    • Identify Available Change Windows
    • Resolve Incident
    Out-of-the-box Virtual Agent Performance Analytics Solution
    Preconfigured Performance Analytics indicators and breakdowns for the Virtual Agent along with visualizations presented on the Virtual Agent Overview Dashboard.

    Import and export

    Concurrent imports
    Split incoming data into multiple import sets and transform the import sets concurrently to reduce processing time.
    You can partition import sets to maintain the processing order within each partition.
    WebSockets

    WebSockets are turned on by default. WebSockets connections may be limited by your network configuration. You can check your browser's compatibility by entering the following URL (you do not have to be logged on to an instance): https://yourinstance.service-now.com/$websocket_test.do.

    Incident Management

    Major incident workbench features
    • Access on-call escalation details: Access on-call roster and escalation details from the major incident workbench to reach out to a support group.
    • Make outbound calls from the browser : Make an outbound call from the Workbench UI to the device of the user by populating the sn_major_inc_mgmt.notify_webrtc_number property with a valid notify number that has voice capability.
    Associate similar incidents
    Associate the current incident to a similar incident or copy resolution notes to the current incident.
    • Add similar incidents: Find similar incidents to a current major incident so that the support teams can work on the parent record for a coordinated response process.
    • Similar incidents in contextual search : Use the Similar Incidents additional resource on the Incident form to search for and link similar incidents.
    Advanced Work Assignment for Incident plugin
    Activate the Advanced Work Assignment for Incidents (com.snc.incident.awa) plugin to automatically assign work items to agents based on their availability, capacity, and skills. Define work item queues, routing conditions, and assignment criteria that Advanced Work Assignment (AWA) uses to distribute work items. From the agent inbox, agents can see assignments, set availability, and accept or reject work items.
    Contextual search
    Use contextual search to view Knowledge articles relevant to the incident. On the Incident form, a choice list next to the Related Search field enables you to select a category such as Knowledge (All), Pinned Articles, Open Incidents, Resolved Incidents, and Open Major Incidents to indicate where you want to search for the entered text.
    Quick start tests for Incident Management
    Validate the continued functionality of Incident Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    New mobile app for Incident Management
    • Access work assigned to you or your group.
    • Add comments or work notes or reassign incidents.
    • Receive push notifications for incidents assigned or commented.
    • Review group workload for incidents by priority and state.
    • Approve or reject change requests, requests, and requested items.
    ServiceNow add-in for Microsoft Outlook
    Create an incident or VTB task in your ServiceNow instance from within Microsoft Outlook using the ServiceNow Add-in for Microsoft Outlook feature. This add-in lets you engage with IT directly from an email or, for IT users, quickly create an incident from an email and immediately assign it to the correct team. It also lets you create a VTB task.

    IntegrationHub

    Payload Builder step
    Enable action designers to easily create name-value pairs in JSON and XML payloads using dynamic data.
    SOAP step
    Enable action designers to send outbound SOAP web service requests to external systems.
    Slack spoke
    Use Slack APIs to post messages and manage access to channels. Authorize spoke actions with OAuth tokens. The webhook-based spoke from the previous release has been renamed to the Slack webhooks spoke. Only the new spoke supports Slack APIs and OAuth.
    Microsoft SCCM spoke
    Automate management of user collections, device collections, and application deployments on a Microsoft System Center Configuration Management (SCCM) server.

    Knowledge Management

    Guided setup
    Follow step-by-step instructions to configure Knowledge Management on your instance. Perform structured configuration activities and monitor your progress.
    Ownership groups
    Create ownership groups to own knowledge articles and maintain article quality, manage approvals, and ensure the timely resolution of feedback.
    Full-sized images
    Open an image from a knowledge article on the Knowledge Management Service Portal article view page to view a full-sized image.
    Domain enhancement to user criteria diagnostics
    Displays whether a user has access to a knowledge article or knowledge base based on their domain.
    Facets for glide list field types
    Configure facets for glide list field types on the Knowledge Service Portal search results page.
    Import a Word document using the platform UI
    Create a knowledge article by importing a Word document directly using the platform UI.
    Multi-language search facet
    Select which languages to display your search results using the language facet in the Knowledge Management Service Portal.
    Performance improvements to scripted user criteria
    Evaluates user access to knowledge bases once per session if scripted user criteria is defined for a knowledge base. If the script results in changes after a session cache is built, the result takes effect in the next session. Changes to a user's role, groups, company, location, or department take immediate effect.
    Extension points for Knowledge Management plugins
    Use UI extension points to customize knowledge article headers and footers and article feedback notification emails. Use scripted extension points to customize the article subscription email template.
    Quick start tests for Knowledge Management
    Validate the continued functionality of Knowledge Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Preview a knowledge article with knowledge blocks
    Preview a knowledge article with knowledge blocks by user or, if published, date. For an unpublished article, you can preview the article by user by impersonating different users to see how the article displays or hides block content based on the user criteria set at the knowledge base and knowledge block level. For published articles, you can preview the article by both user and date to see how the article appears in past versions for different users.

    MID Server

    TrustStore configuration parameters
    Sets the path to the trustStore for the MID Server to use and defines the trustStore password for HTTPS connections with the Asynchronous Message Bus (AMB) Client.
    • mid.https.truststore.path
    • mid.https.truststore.password

    Notifications

    Email client configurations
    Control how your email client works:
    • Use email client configurations to manage the behavior of your email client. Each configuration consists of different email controls for setting the allowable email recipients and email addresses and for defining the allowable sender (From) email addresses.
    • Use the Email Client Template (enhanced for this release) to define the default content for an email client message. The template provides a Sender Configuration tab for specifying how the sender email address (From field) is generated. You can choose from four different configuration methods: SMTP, Select from List, Script, or Text.
    Multiple email readers
    Organize your email accounts into email account groups (subsets of email accounts) for processing by multiple email reader jobs. Activate this feature with the glide.email.inbound.account_group_processing property and assign your email accounts to email account groups.

    Notify

    Notify-Twilio Direct driver
    A new Migrate Now button for one-click migration from the legacy driver to the new Notify-Twilio Direct driver is provided.
    Notify Properties module
    Updated Notify properties have been added such as phone numbers to send SMS messages or to allow on-call users to directly call people on the rosters from a browser.
    Advanced SMS features
    Configure bulk SMS messages to reach multiple lists of users with only one API request through the Twilio Notify integration and intelligent SMS handling to send SMS messages using alphanumeric IDs.
    Advanced Voice features
    Answering Machine Detection (AMD) enables you to determine whether a human or a machine has picked up an outbound voice API call so you can tailor your call flow accordingly.
    WebRTC Calls
    Make outbound calls from the browser On-Call and MIM Workbench interface.

    On-Call Scheduling

    User interface for on-call schedules
    Review, manage, and correct gaps or conflicts in your on-call schedule from a single view. On-call managers and members can use this interface to view and maintain on-call schedules.
    Coverage gaps and conflicts for a shift
    Review gaps and conflicts in a shift to ensure proper support coverage. Possible reasons for gaps are:
    • Time-off without coverage
    • User has been moved out of the group
    • User is marked as inactive

    A conflict is possible if the same user is assigned as the primary and secondary point of contact for a shift.

    Group managers and delegated shift managers can view these gaps and conflicts using any of the following options:
    • Info icon for a shift in the calendar view of the on-call calendar
    • Info icon for a shift in the timeline view of the on-call calendar
    • Info icon for a shift on the On-Call Schedules landing page
    • Pending Actions section of the On-Call Schedules user interface
    Scheduled job for weekly gaps and conflicts report
    Send a weekly report of gaps and conflicts in on-call schedules to the respective admin, shift managers, and group managers using the On-Call Gaps Conflicts Report.
    Group Preferences module
    Use this module to set the following group preferences for your group's on-call shift:
    • Shift overlap and escalation rule for overlaps
    • Time-off request approval
    • Shift managers
    Overlapping shifts
    Create overlapping shifts to have a hand-off period between shifts. With this capability, multiple shifts can be on-call during the same time and on-call members from multiple shifts can be contacted. Overlapping shifts for a group are displayed as different shift cards on the On-Call Schedules landing page.
    Custom escalation policy type and escalation designer
    Use the custom escalation type for a shift to customize the escalation process. After setting the custom escalation type, use the escalation designer to customize the escalation details for each step of the process. These customizations are also reflected in the escalation path of a roster.
    Roster and escalation details
    View the roster and escalation details of a group using any of the following options:
    • Shift cards on the On-Call Schedules landing page.
    • On-Call section in the Overview tab of the On-Call Schedules user interface.
    • Summary tab on the Major Incident Management workbench.
    • UI action on the Incident form.
    Deletion or replacement of coverage on the calendar
    Use the Delete coverage or Replace coverage UI actions to delete or replace a coverage from the on-call calendar.
    Weekday for starting the roster rotation
    Use the Day of week for rotation field on the Roster form to specify the weekday on which the roster rotation should start. When this field is specified, the roster rotation is set based on the specified frequency, start date, and weekday.
    Escalation in conference calls
    Set the com.snc.iam.conference_call_follow_on_call_escalation property to true to set an automatic escalation hierarchy in conference calls initiated from an Incident Communication Task. When you add a user group to the call, the group itself is added to the call, and the escalation hierarchy is followed once you start the call. This feature is applicable only when the Incident Communications Management (com.snc.iam) plugin is active.
    On-Call Scheduling properties
    Use the On-Call Scheduling > Administration > On-Call Properties module to access commonly used On-Call Scheduling properties that are organized into logical groups.
    OnCallRotation
    Use the following methods of the OnCallRotation () global API to manage overlapping shifts and custom escalation in on-call schedules:
    • getPrimaryUsers()
    • getPrimaryUserByRota()
    • getPrimaryUserNameByRota()
    • getEscalateesAt()

    Operational Intelligence

    Self-health monitoring
    Monitor essential Operational Intelligence components and processes, and generate alerts about potential issues. Operational Intelligence uses pre-configured self-health monitors for Event Management which enables you to proactively remediate issues and minimize data loss.
    Quick start tests for Operational Intelligence
    Validate that Operational Intelligence still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    Performance Analytics

    Analytics Hub
    The Analytics Hub is the central interface where you assess, compare, and predict the performance of an indicator over time. Set on the indicator record whether that indicator is to be included in the Analytics Hub.

    The Analytics Hub replaces the Detailed Scorecard.

    New API for dynamic retrieval of analytics in formula indicators
    The new methods retrieve calculated values from the Analytics Hub for use inside a formula indicator. The values are retrieved dynamically, as you change your selections in the Analytics Hub. This API simplifies scripting formulas, especially for indexing multiple indicators, getting changes in scores, or filtering particular breakdown and element combinations.
    KPI Composer application on ServiceNow Store
    KPI Composer ensures that your performance management strategy aligns with business goals and has support from executive sponsors. Use KPI Composer to bridge the gap between defining your performance measurement strategy and the realization of that strategy from within Performance Analytics. Start with your business goals and plan all your components through indicators up to the final dashboards.

    Platform security

    Instance security center
    Monitor the compliance level of instance security controls, view security event monitoring metrics, and configure and maintain instance security settings all from within the Instance Security Center. The Instance Security Center consolidates several key security components into a single control console that helps you detect, protect, and respond to instance-based security events.

    Policy and Compliance Management

    Quick start tests for GRC: Policy and Compliance Management
    Validate the continued functionality of GRC: Policy and Compliance Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Attestation question bank
    Compliance managers can add questions or categories from a control attestation to a question bank. Conversely, they can build a control attestation by adding questions and categories from the question bank.

    Problem Management

    Problem Management Best Practice — Madrid plugin
    Use the Problem Management Best Practice — Madrid plugin to identify the cause of a service interruption reported by significant or recurring incidents. The plugin provides roles for problem management, including a problem coordinator, problem manager, and problem administrator. It also provides fields to record the category, identify where the issue was first reported, the workaround, the cause notes, and the fix notes. The plugin also searches for and attaches knowledge articles.
    Problem Management Best Practice — Madrid — State Model plugin
    Use the Problem Management Best Practice — Madrid — State Model plugin to support state management. State management controls how a problem or problem task moves through a predefined list of states.
    Problem Management Best Practice — Madrid — Knowledge Integration plugin
    Use the Problem Management Best Practice — Madrid — Knowledge Integration plugin to identify the cause of a service interruption reported by significant or recurring incidents. The plugin provides the ability to create Known Error articles for incident deflection (requires activation of the Knowledge Management Advanced plugin).
    State management
    Manage a problem throughout its life cycle using these states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.
    Roles
    • Work on a problem and manage it through its life cycle with the Problem Co-ordinator [problem_coordinator], Problem Manager [problem_manager], and Problem Admin [problem_admin] roles.
    • Configure problem management settings and act as a problem coordinator with the Problem Manager [problem_ manager] and Problem Admin [problem_admin] roles.
    • Manage and delete problems and problem tasks with the Problem Admin [problem_admin] role.
    Properties
    Use properties to control features such as creating a problem task on a closed problem or re-analyzing a closed or canceled problem.
    Business rules
    The following business rules have been added for Problem:
    • Set State variables on Scratchpad
    • Update fields when Problem is Confirmed
    • Copy related records to original Problem
    • Update fields on Problem Closure
    • Update fields when Problem is Resolved
    • Raise an event when State changes
    • Cascade closure of Problem Tasks
    • Update fields on Re-analyzing a Problem
    • Sync Workaround fields
    The following business rules have been added for Problem Task:
    • Set state in scratchpad for Problem Task
    • Check if problem task can be created
    • Check related Problem Task closure
    • Update re-assess (reopen) fields
    • Update Closed fields
    • Update Started fields
    • problem_task events
    UI policies
    The following UI policies have been added for Problem:
    • Show 'Workaround' when 'Workaround applied' is checked - Modal View
    • Make Problem State read only
    • Hide Resolution Code when state is not resolved or closed
    • Hide Duplicate of when Resolution code is not Duplicate
    • Hide 'Workaround communicated' and 'Workaround communicated by' fields when they are empty
    • Hide 'Fix communicated by', 'Fix communicated by' fields when they are empty
    • Show 'Workaround applied' only when 'Resolution code' is 'Risk Accepted'
    • Hide Closed By, Closed, and Close notes when Resolution Code is None
    • Hide 'Last reopened by', 'Last reopened at' fields when they are empty
    • Make 'Workaround' mandatory when 'Workaround applied' is checked
    • Hide Subcategory when Category is none
    • Priority is managed by Data Lookup - set as read-only
    The following UI policies have been added for Problem Task:
    • Hide Other Reason when Cause code is not other
    • Hide Vendor when Cause code is not Vendor Issue
    • Hide Close code when State is not Closed
    Data policies
    The following data policies have been added for Problem:
    • Make 'Duplicate of' mandatory when 'Resolution code' is 'Duplicate'
    • Make 'Cause notes' mandatory when State is 'Fix in Progress'
    • Make 'Fix notes' mandatory when State is 'Fix in Progress'
    • Make 'Canceled reason' mandatory when Resolution code is 'Canceled'
    • Make 'Assigned to' mandatory when State is one of 'Assess', 'Root Cause Analysis', 'Fix in Progress', 'Resolved' or 'Closed'
    • Make 'Risk accepted reason' mandatory when Resolution code is 'Risk Accepted'
    • Make 'Resolution code' mandatory when State is 'Resolved'
    • Make 'Resolution code' mandatory when State is 'Closed'
    The following data policies have been added for Problem Task:
    • Assigned to is required when state is one of 'Assess, Work in Progress or Closed' and Close code is not 'Canceled'
    • Fix notes is required when state is Closed Completed for RCA task
    • Cause code is required when state is Closed
    • Close notes is required when state is Closed for General task
    • Close notes is required when state is closed canceled for rca task
    • Vendor is required if Cause code is Vendor Issue
    • Other reason is required when Cause code is Other
    Notifications
    The following notifications have been added for Problem:
    • Problem Fixes Closed
    • Problem Tasks closed
    Script includes
    The following script includes have been added:
    • ProblemState
    • ProblemStateSNC
    • ProblemStateUtils
    • ProblemStateUtilsSNC
    • ProblemTaskState
    • ProblemTaskStateSNC
    • ProblemTaskStateUtils
    • ProblemTaskStateUtilsSNC
    • ProblemUtilsClientsSNC
    • ProblemV2Util
    • ProblemV2UtilSNC
    Known Error articles
    Use Known Error articles as reference material. The Known Error articles document the root cause and the workaround of the Problem to help with deflecting Incidents.
    Contextual search
    Use contextual search to view Knowledge articles. On the Problem form, a choice list next to the Related Search field helps you select a category, such as Knowledge (All), Pinned Articles, Incidents, Open Problems, and Resolved Problems in which you want to search for the entered text.
    Communicate outcome
    Communicate workarounds and fixes using related links, which notify related incidents that a workaround or fix is available.
    Quick start tests for Problem Management
    Validate the continued functionality of Problem Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Project Portfolio Management

    Rate Model
    Use the Rate Model feature to derive date-effective, criteria-driven hourly rates for calculating planned and actual costs for a project or demand. The labor rate cards are based on the user attribute only, but the rate model provides options to define rates based on resource, group, user, and other attributes from various entities. It helps to determine resource costs (requested, confirmed, and allocated) associated with a project or demand. When a resource working on the project submits a time sheet, the rates are picked from the associated rate model.
    Resource Management
    • Derive hourly rates from the rate model during resource plan Request, Confirm, or Allocation stages.
    • Derive hourly rates for an operational resource plan using the Rate Model field on the operational resource plan form.
    • Use the com.snc.resource_management.plan.auto_async_threshold resource property to set the maximum number of daily resource allocation records that should be considered in synchronous mode during confirmation and allocation. The property improves the system performance when the number of allocation daily records is more than the value set in the property.
    • Use the com.snc.resource_management.plan.max_duration resource property to restrict the maximum number of days for which a resource plan can be created.
    PMO Dashboard
    Use the PMO dashboard to view trends of historical data as well as regular reports for your portfolios, programs, and projects. The dashboard is not available in Teamspaces.
    Investment Portal
    • View the details of a demand from the demands list in the Timeline tab.
    • Open a project in the Planning tab in the Project Workspace from the projects list in the Timeline tab.
    • View the details of a cost plan from the cost plans list in the Financials tab.
    • Configure the default list of active investment widgets included on the new boards and on the existing boards that do not have widget selection configured.
    Project Management
    • Associate a rate model with a project to derive hourly rates for the resource plans and time cards associated with the project.
    • Compare financial baselines to see the differences in the financials of a project between the two baselines.
    • Change the planned start date of a project using the Move project feature from the Planning Console or Project form.
    • When importing a Microsoft Project file into a project with subprojects on the ServiceNow instance:
      • The WBS order of imported tasks is regenerated after import.
      • The Planned Start Date and Planned End Date of the parent project are rolled up.
      • The State of the parent project and tasks are rolled up.
      • The % Complete on the top task is rolled up.
    • To view the project name of an external dependency, point to the link icon (Link icon) in the Planning Console.
    Demand Management
    • Associate a rate model with a demand to derive hourly rates for the resource plans associated with the demand.
    • Compare financial baselines to see the differences in the financials of a demand between the two baselines.
    • Define the business investment for a demand using the Investment Class and Investment Type fields in the Demand form.
    • Trigger a notification email to the portfolio stakeholders when an assessment is sent to them by moving a demand to Screening.
    Quick start tests for Project Portfolio Management
    Validate the continued functionality of Project Portfolio Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Reporting

    Quick start tests for Reporting
    Validate the continued functionality of Reporting after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Risk Management

    Quick start tests for GRC: Risk Management
    Validate the continued functionality of GRC: Risk Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Risk assessment question bank
    Risk Managers can add questions or categories from a risk assessment to a question bank. Conversely, they can build a risk assessment by adding questions and categories from the question bank. Risk managers can copy the whole risk assessment.
    Continuous monitoring for vulnerabilities with public exploits affecting critical business services
    Through integration with Vulnerability Response, risk administrators, managers, or users can monitor critical vulnerabilities through indicators, which enables them to observe the effect on risk posture.

    Safe Workplace Dashboard

    Create a campus to appear on the Safe Workplace Dashboard
    Create a campus from existing locations to appear on the Safe Workplace Dashboard. You can route the following information to the Safe Workplace Dashboard and display this information by campus:
    • Employee health and willingness to return to work.
    • Building readiness.
    • Personal protective equipment inventory.
    • Active contact tracing cases.
    • Potentially exposed contacts under investigation.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Set up Safe Workplace Dashboard alerts
    Set up alerts to track when PPE inventory falls below a threshold, the number of employees who want to return, and the number of employees who are denied entry to work sites.
    Stay updated with the COVID-19 Global Health Data Set
    Display global COVID-19 information on request in the Safe Workplace Dashboard. View the collected data by date ranges, locations, state/provinces, and countries. Build reports or export the data to use for your own analysis.

    Scaled Agile Framework (SAFe)

    Portfolio SAFe
    Use Portfolio SAFe to align your organizational goals and strategies with your portfolios, and apply lean and agile principles to manage and deliver the portfolio work.

    Portfolio SAFe works at three levels for portfolio managers, product managers, and team members.

    At the Portfolio level, portfolio managers can capture and prioritize epics in a centralized backlog, and monitor the progress of epics in a visual task board.

    At the Agile Release Train (ART) level, product managers can capture, prioritize, and monitor features that are broken out from epics.

    At the Team level, team members can implement stories that are broken out from features.

    Bulk actions
    Perform any action on a set of features in the ART backlog, and on a set of stories in the Team backlog. Bulk actions save you time and effort since you are not required to edit each record (feature or story) separately.
    For more information on performing bulk actions:
    • On the ART backlog, see Manage your ART backlog.
    • On the Team backlog, see Manage your team backlog.
    Quick start tests for Essential SAFe
    Validate the continued functionality of Essential SAFe after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
    Performance Analytics Content Pack for Essential SAFe
    Install the Performance Analytics Content Pack for Essential SAFe application from the ServiceNow Store. Performance Analytics Content Pack for Essential SAFe contains preconfigured dashboards with data visualizations that help you improve your SAFe processes and practices.

    Security Incident Response

    Features available from the ServiceNow Store:

    Enhancements to User Reported Phishing
    This release includes significant enhancements to the existing User Reported Phishing functionality. You can:
    • Aggregate duplicate or similar user reported phishing submissions to a single incident and consolidate incident response actions.
    • Extract email headers from .eml attachments or the body of the email.
    • Display email headers in a Related List in the security incident record.
    • Report phishing emails through the service catalog.
    • Configure how the email header information is extracted from the email body. You can choose to:
      • Extract all email headers or select some of them.
      • Aggregate similar email submissions as child security incidents to an existing parent security incident.
      • Specify the order in which the email ingestion rules are applied.
    Note: This enhancement is implemented through a new design that replaces the existing design. For installation instructions, see the Required Component and Plugins section in Enhancements to User Reported Phishing.
    Splunk Enterprise Security Event Ingestion for Security Operations
    Splunk Enterprise Security Event Ingestion for Security Operations provides an ability to ingest Splunk notable events to create security incidents. This integration enables both automated ingestion and manual forwarding or notable events to ServiceNow, Inc.for event field mapping, filtering, and aggregation capabilities. It also provides capabilities to update the notable events based on the security incident status changes, including automated close-out of notable events.
    Security Incident Response
    You no longer need to wait for the platform family release of Security Incident Response to enjoy new features, updates, and fixes. The latest version of Security Incident Response is published in the ServiceNow Store and available for download.
    Setup Assistant is part of the Security Incident Response plugin available in the ServiceNow Store
    Download Setup Assistant from the ServiceNow Store for a simple, step-by-step approach to setting up Security Incident Response. Setup Assistant helps you discover which capabilities of Security Incident Response require configuration, identify what permissions are required to configure these capabilities, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Security Incident Response and associated integrations quickly and efficiently.
    Sighting Search for Phishing and Malware Response
    Perform sighting searches on emails or observables to determine how often certain types of attacks, such as user-reported phishing attacks or communications with a malicious IP address or URL, occur in your network. As you start analyzing a phishing incident, you can use this feature to identify other users in your organization who are impacted by the same phishing attack by clicking the phishing link.
    Flow Designer and Actions for Incident Response playbooks
    Using the Flow Designer, security administrators and flow design authors can more easily transition from manual or undocumented playbooks to automated and repeatable playbooks using an intuitive and flexible drag-and-drop experience, as well as condition checks, parallel branching, decision tables, and more.
    Performance Analytics SOC Efficiency dashboard
    If you have the sn_si.analyst or sn_si.manager roles, you can use this dashboard to improve analyst efficiency and get a picture of how the security operations center (SOC) is performing in general and specific areas over time. You can use the dashboard to:
    • View metrics that help measure the individual performance of the security analysts.
    • Measure the overall response time of the SOC in addressing valid security incidents.
    • View risk scores to assess the amount of risk reduced through incident response actions.
    • Get better insight into the incident analysis stage to analyze bottlenecks in the incident response procedures.
    Malware playbook flow template
    If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware playbook flow template to accelerate the design of this playbook. Automate the steps for handling malware alerts from the endpoint or the network.
    The flow template includes trigger conditions and a sequence of actions and subflows that are annotated for readability. You can drag objects, include condition checks, parallel branching, decision tables, and more within your template and resolve malware attacks quickly and efficiently.

    Service Catalog

    Multiple catalog support in Service Portal
    Enable requesters to browse and search for items across multiple catalogs by adding these catalogs to the Catalogs related list when configuring a portal.
    Portal settings
    Define the catalog item behavior in Service Portal using portal settings. You can configure the following settings for a requester:
    • Request method.
    • Display of the quantity and delivery time of the item.
    • Options to add an attachment to the item, or make the attachment mandatory.
    • Options to add the item to the wish list or cart.

    When you upgrade to Madrid, if the No cart or No quantity fields are already selected in the Now Platform®, a migration script propagates these settings to the portal settings.

    My Requests menu in Service Portal
    Enable requesters to view open or closed requests, incidents, and tasks in Service Portal using the My Requests menu. This menu uses the My Requests (my-requests-v2) widget that is based on the filter conditions and display settings defined in the My Request Filter module.
    Service Catalog enhancements for Automated Test Framework
    • Write automated end-to-end tests for requester flows to validate the following for Service Catalog:
      • Order guide in Service Portal.
      • Multi-row variable sets of a catalog item in Service Portal.
      • Variable editor in the Now Platform®.
      Note: When you upgrade or modify an instance, run these tests to confirm that the instance still works as designed.
    • All Service Catalog step configurations support parametrized tests.
    Mobile experience for a fulfiller
    Approve catalog requests, requested items, or change requests using the ServiceNow Agent application.
    User Criteria Diagnostics
    Debug whether a user can access a catalog item based on the associated user criteria and fix issues without contacting ServiceNow Technical Support.
    Regular expressions for variable validations
    Use a regular expression (regex) to validate the value that is entered for a Single Line Text or Wide Single Line Text variable.
    Request cloning in Service Portal
    Clone a submitted request by selecting multiple users in the Also request for list of the Additional Actions section.
    Embedded catalog approval request within the Outlook email client
    Embed an interactive approval request for service catalog requests and requested items in the email notification sent to a user. The user can accept or reject the approval request from the email client.
    Enhanced scoping support
    Reference any request item variable from a script in a scoped environment.
    Response parameters for methods in Service Catalog REST API
    Use the parent_id and parent_table parameters that are added in the response body of the following methods:
    • checkout
    • checkout_guide
    • submit_order
    • submit_producer
    • order_now

    Service Level Management

    SLA offline support
    Provides support for accurate SLA timing for tasks updated from the ServiceNow mobile client while offline. Field service agents sometimes work offline at customer locations, and updates to their tasks are cached on their mobile devices. The data can be synchronized and repaired as needed when the field service agent is back online.
    Maximum allowed duration for SLAs
    In the Maximum duration allowed in SLA Definition (com.snc.sla.maximum_duration) property, specify the maximum time that an SLA can run. The default is 1095 days (3 years).

    Service Mapping

    Support for huge payloads
    Attention: The method used by the MID Server to prevent out-of-memory errors when handling very large payloads did not perform as well as anticipated. These controls were removed from Madrid Patch 1 for additional development and will be restored later.
    Configure the MID Server to temporarily save data used during pattern-based discovery in files on the MID Server instead of in random-access memory (RAM). Once Discovery and Service Mapping finish discovering and identifying the configuration items (CIs), the data used for discovery is saved from the MID Server.
    Quick start tests for Service Mapping
    Validate that Service Mapping still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    Service Portal

    Error messages appear for invalid TinyMCE property configurations
    View an error message when you enter an invalid entry for TinyMCE toolbars, fonts, and font families.
    Use multifactor authentication with Service Portal
    Configure your instance to support multifactor authentication for login in Service Portal. If you configure your instance to require multifactor authentication, your users are automatically directed to set up multifactor authentication upon initial login. For setup instructions, see Set up multifactor authentication upon initial login. If multifactor authentication is optional on your instance, your users can still enable or disable authentication from their user profile.
    Use date picker with screenreader and keyboard
    Access date picker in Service Portal via screen reader, mobile screen reader, mouse and keyboard, and touch devices.
    Activate La Jolla theme branding
    Activate the Service Portal La Jolla brand to apply the latest ServiceNow branding, which meets WCAG-AA standard for color contrast. This plugin is active by default on new instances, but you must activate the plugin on instances that are upgraded from earlier versions.
    Performance Analytics Content Pack for Service Portal
    The Performance Analytics Content Pack for Service Portal enables service delivery executives to improve user engagement with your organization's portals by tracking the usage of portals in preconfigured indicators and data visualizations. For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Service Portfolio Management

    Service Level Management
    Service Level Agreement (SLA) commitment support functionality is added to Service Portfolio Management by integrating with ServiceNow® Service Level Management.

    ServiceNow mobile

    ServiceNow Agent mobile app
    Access an instance on a mobile device using the new iOS and Android native mobile apps.
    Configure the new mobile app using ServiceNow Studio
    Use ServiceNow® Studio to configure applications, applets, screens, and other mobile features for the native mobile app.
    Mobile application and modules
    The new mobile application includes new modules and tables in the platform. However, configuring an app in Studio provides a more secure configuration, so most configuration should take place in Studio. Only use modules in the platform for more advanced customization such as creating scripted conditions or carried parameters.
    Push notifications
    Receive push notifications on your mobile device for events that you are following, such as a work task assignment or record.
    Location tracking
    Turn on location tracking from your mobile device and in the mobile app so that you can keep a record of where you were when you last worked on an instance
    Offline mode
    Access and submit actions to records even if you do not have an internet connection.
    Screen UI policies
    Use screen UI policies to control whether a field is mandatory or visible on a screen, depending on the conditions that you define for the policy.
    New mobile app for Incident Management
    • Access work assigned to you or your group.
    • Add comments or work notes or reassign incidents.
    • Receive push notifications for incidents assigned or commented.
    • Review group workload for incidents by priority and state.
    • Approve or reject change requests, requests, and requested items.
    Field Service Mobile
    Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your device will sync information when it next connects.
    Mobile experience for Approvals
    Approve catalog requests, requested items, or change requests from anywhere using the ITSM ServiceNow Agent application.

    Software Asset Management

    Watch this five-minute video for an overview of the new Software Asset Management features for the Madrid release.

    SAP publisher pack
    • Use the SAP publisher pack to identify user access and named user assignments in a SAP environment to compare against signed SAP contracts. Identify non-compliant scenarios for named user licensing and optimize named user assignments based on user attributes.
    • SAP dashboard using Performance Analytics is activated with this publisher pack to forecast compliance and consumption.
    License Workbench
    Use the License Workbench to view reconciliation results for a given publisher from a single location to remediate compliance without clicking through the hierarchy of results.
    Normalization and Content Service dashboard
    Use the Normalization and Content Service dashboard to see current normalization rates and health of the content service in one view.
    Reclamation by software last-used date
    Identify and reclaim unused software using the last-used (activity) date as a proxy for usage metering data. The software last-used date can be collected using SCCM 2016 or SCCM 2012.
    Quick tests for Software Asset Management
    Validate the continued functionality of Software Asset Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Subscription Management

    Support for platform subscriptions that include custom table entitlements
    Use the Subscriptions module to allocate custom tables that are created in a production instance against custom table entitlements in certain subscriptions. A usage administrator allocates custom tables only if a subscription contains custom table entitlements.

    System Clone

    Admins can roll back a clone

    Roll back clones for up to seven days from the date a cloning completes.

    Test Management 2.0

    Test Board
    Track, manage, and complete your testing activities from an intuitive user interface called the Test Board.
    • Aggregate all your test plans and view them as cards in a single location. At a glance, you can review key details of your test plans, such as start date, end date, and percentage of tests that have passed and failed.
    • Create a test plan in the Test Board, and structure the test plan in the Planning tab. The Planning tab is built from the Test plan work item hierarchy and Gantt chart components.
    • Break down the test plan into phases to precisely plan what must be tested and when.
    Standalone test execution suite
    Use the Test Execution Suites module to create a short test plan. This is useful when your testing effort is minimal and you do not want to go through the overhead of creating a test plan and a test cycle for a test execution suite.
    Quick start tests for Test Management 2.0
    Validate the continued functionality of Test Management 2.0 after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Threat Intelligence

    Threat Intelligence
    You no longer need to wait for the platform family release of Threat Intelligence to enjoy new features, updates, and fixes. The latest version of Threat Intelligence is published in the ServiceNow Store and available for download.
    Threat Intelligence Integrations
    The latest versions of third-party malware-detection software packages that integrate with Threat Intelligence are now available for download on the ServiceNow Store.

    Time Card Management

    Reject a time sheet
    Use the Reject button on the Time Sheet Portal to reject a time sheet. Pre-Madrid, the Reject button was available only on the Time Sheet form.

    Trusted Security Circles

    Trusted Security Circles
    You no longer need to wait for the platform family release of Trusted Security Circles to enjoy new features, updates, and fixes. The latest version of Trusted Security Circles is published in the ServiceNow Store and available for download.

    UI

    Themes
    Select from two new themes in the system settings window. The cobalt and cobalt contrast UI themes use the same styles as the previous UI.
    Theme previews (under System Settings > Themes) have been updated so that the colors are determined by three configurable variables. The following variables provide the colors for the theme preview.
    • $navpage-header-bg
    • $navpage-header-color
    • $nav-highlight-bar-active
    For more information on customizing a theme, see Create or customize a theme.
    Base theme property
    Change the base theme for the main content on the page. Find the Selected base theme [glide.ui.base_theme.selected_theme] by navigating to System Properties > Basic Configuration UI16. Only the main content on the screen (any content not included in the application navigator and the banner frame) is updated with this theme. Choose from:
    • La Jolla: The default base system theme. The properties for this theme are consistent with the new branding.
    • Cobalt: The properties for this theme match the previous branding.
    Keyboard shortcut preferences
    Determine which keyboard shortcuts are available to users from the list of user preferences.

    Vendor Risk Management

    Vendor assessment resubmission process
    Vendor risk managers or assessors can return assessments to vendors with comments explaining the need for further information. Vendors can resubmit the requested responses and also communicate with the vendor risk manager through comments in the Notes and Comments section under a Questionnaire or Document Request. This real-time communication provides an easier and more timely resubmission of the assessment.
    Issue creation based on response
    Using issue generation rules, issues can be created automatically when a vendor selects the incorrect answer. Vendor risk managers can also create issues manually during review of the vendor response.
    Vendor risk assessment question bank
    Vendor risk managers can add questions or categories from a questionnaire, document request, or tiering questionnaire to a question bank. Reversely, they can build a questionnaire, document request, or tiering questionnaire by adding questions and categories from the question bank. Vendor risk managers can copy the whole questionnaire, document request, or tiering questionnaire.

    Virtual Agent

    Messaging integration with Workplace by Facebook
    Install and configure the Virtual Agent integration for the Workplace messaging application. End users must link their ServiceNow accounts to the Workplace integration before they can use the Virtual Agent bot in Workplace.
    No-code topic authoring in Virtual Agent Designer
    Use no-code controls during conversation design instead of using JavaScript for:
    • ServiceNow (GlideRecord) queries
    • ServiceNow (GlideRecord) inserts and updates
    • Dynamic display logic
    • Decision branching logic
    Virtual Agent Overview dashboard
    Monitor conversation usage with the Virtual Agent Overview dashboard, which provides data visualizations of usage information collected daily and weekly. This dashboard is part of the Out-of-the-box Performance Analytics Solutions.

    Vulnerability Response

    Features available from the ServiceNow Store
    Vulnerable Item detections
    Version 10.0: Import all scanner findings as detections to give you better visibility. Preserving these findings allows you to reconcile the data between the scanner and what you imported into Vulnerability Response.
    Performance Analytics for Vulnerability Response enhancements
    Version 10.0: View both data trends and certain reports in real time using improved Performance Analytics for Vulnerability Response. Visually display all of your vulnerable item activity on the Vulnerability Management [PA] dashboard using Performance Analytics for Vulnerability Response. Separate subscription required.
    Reapply assignment rules
    Version 10.0: Assignment rules can also be reapplied to existing Open VIs on-demand, or automatically on a scheduled basis using the Reapply all vulnerability assignment rules scheduled job. Reapplying ensures VIs reflect the latest rule changes or ownership updates in the CMDB"
    Reapply vulnerability group rules
    Version 10.0: Use the Reapply button on the vulnerability group rule page to rerun the changed rule on all active Open vulnerability groups created by that rule.
    Auto delete rules
    Version 10.0: Delete vulnerability item (VI) and vulnerability group (VG) records without archiving them, using Auto Delete Rules.
    Vulnerability reference on the vulnerability group form
    Version 10.0: Added a reference to the vulnerability on the vulnerability group form.
    Automatically update group state, risk score and metrics
    Version 10.0: Use the Update status related link in the vulnerability, solutions, and vulnerability group forms.
    Enhanced vulnerable item age calculation and display
    Version 10.0: An enhanced Age column ('Age') is inserted into the Vulnerable Item table upon upgrade or install to v10.0 and replaces the Age column previously used to calculate VI age. VI age is calculated more efficiently on-demand and displayed with more significant digits in Day/Hour/Minute format.
    Enhanced Change management for Vulnerability Response
    Version 9.0: Create change requests directly from vulnerability groups with ServiceNow® Change Management for Vulnerability Response to expedite your remediation of vulnerabilities. This feature tightly integrates Vulnerability Response and ServiceNow®ITSM Change Management and provides customers with the following capabilities:
    • Create pre-populated change requests of varying types (emergency, standard, or normal).
    • Associate vulnerability groups to existing change requests.
    • Split large vulnerability groups into manageable chunks.
    • Resolve vulnerability groups automatically after change requests are implemented using automated state synchronization.
    Software exposure assessment using Software Asset Management (SAM)
    Version 9.0: With the Exposure Assessment module, determine your exposure to a specific software package by looking up the publisher, product name, and version number in the ServiceNow Software Asset Management (SAM) product. As an option, create vulnerable items to remediate vulnerabilities.
    Vulnerability Solution Management
    Version 8.0: Automatically correlate the vulnerabilities in your environment with the solutions that would remediate them. Identify the remediation actions that apply to your environment and prioritize them by the greatest reduction in vulnerability risk.

    Available as a separate subscription within Vulnerability Response, Vulnerability Solution Management contains the Microsoft Security Response Center Solution Integration.

    Preferred Solutions in vulnerability, vulnerable item, and vulnerability group records are derived from the Microsoft Security Response Center Solution Integration imports and not third-party vulnerability integrations.

    Preferred Solution values can be set on the vulnerable item or the vulnerability. When set on the vulnerability, all vulnerable items associated with the vulnerability inherit that solution.
    Note: Preferred Solution values at the vulnerability level are cleared if multiple highest-supersedence solutions exist for a vulnerability, since that solution depends on the affected asset. When multiple highest-supersedence solutions exist for a vulnerability, set a Preferred Solution on the vulnerable item.

    Common Vulnerability Exposure (CVE) vulnerabilities with long summaries can cause excessive cell heights in the vulnerability list view on solution records.

    Risk Score calculator enhancements
    Version 8.0: Configure your calculators with finer granularity. For example, you can incorporate vulnerability severity, exploit and asset information. These calculators provide consistent risk scores across all vulnerable items so you can effectively prioritize the vulnerabilities in your environment.

    The Default Risk Calculator and Vulnerability Severity calculators are shipped with the base system.

    Vulnerability Calculators have replaced Vulnerability Calculator Groups for calculating the base Risk Score.

    Remediation Owner Role
    Version 8.0: Remediation specialists can automatically receive access to vulnerability entries and solutions assigned to you or your group using the sn_vul.remediation_owner role. By default, the itil role contains the sn_vul.remediation_owner role.
    Vulnerability Response
    Version 7.0: You no longer have to wait for the platform family release of Vulnerability Response to enjoy new features, updates, and fixes. The latest version of Vulnerability Response is published in the ServiceNow Store and available for download.
    Setup Assistant is part of the Vulnerability Response application available in the ServiceNow Store
    Version 7.0: Setup Assistant walks you through the Vulnerability Response setup process in a simple, step-by-step fashion. Setup Assistant helps you discover which capabilities of Vulnerability Response require configuration, identify what permissions are required to configure these capabilities, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Vulnerability Response quickly and efficiently.
    Vulnerability Response overview homepage
    Version 7.0: The Vulnerability Response Overview homepage has become a responsive dashboard.
    Performance Analytics - Content Pack - Vulnerability Response
    Version 7.0: Using business objective definitions, trending, and forecasting, the Performance Analytics – Content Pack – Vulnerability Response application contains over 40 report widgets. These reports help you monitor metrics across all stages of the vulnerability management lifecycle. This release includes vulnerability KPIs rolled-up to the business service level. KPI rollups give you a better understanding of vulnerability exposure and remediation performance in terms of business operations, rather than technical infrastructure. A Remediation dashboard, using standard Now Platform® reports, is also provided for the IT operations personnel that execute vulnerability remediation activities. This application, is available in the ServiceNow Store.
    Exploit enrichment
    Version 7.0: Exploit information imported from third-party integrations has been added to vulnerability entries. Use exploit information to prioritize which vulnerabilities to address first.
    CVSS v3 support
    Version 7.0: Vulnerability entries display CVSS v3 metrics. By showing CVSS v3 in addition to the CVSS v2, you can prioritize based on the newest algorithm used to calculate the severity of your vulnerabilities.
    Vulnerability Assignment Rules
    Version 7.0: You can define the assignment rules at the vulnerable item level. These assignment rules apply to the group rules by default, and group vulnerabilities by assignment group.
    Vulnerable Item Risk Rating
    Version 7.0: A new Risk Rating field on vulnerable item breaks the existing 0-100 risk score tiers into five tiers (Critical, High, Medium, Low, and None) for easier reporting and prioritization.
    Normalized Severity
    Version 7.0: Vulnerability assessment products often report vulnerabilities with proprietary integer-based severity scales. These severities are normalized into a common and configurable scheme for improved readability, reporting, and comparison.
    Updated default form and list views
    Version 7.0: Various Vulnerability Response default forms and list view forms for have been updated for improved usability. These entities include but are not limited to: Vulnerability entries, Vulnerable Item, Vulnerability Group, Discovered Item, and Approvals.

    ACLs were updated to ensure that fields that should not be modified are marked read-only.

    New in existing integrations
    Rapid7 Vulnerability Integration

    Version 10.0: Rapid7 Asset List Integration for Nexpose Data Warehouse: Retrieve asset scan data once a week from the Asset List integration which stores the data in the Discovered Items module in your instance. This integration helps identify assets that haven't been scanned lately using the Last Scan date.

    Version 10.0: Retry for API failures such as timeouts.

    Version 9.0: Manually create sites for Rapid7 InsightVM to use with site filtering in Vulnerability Response.

    Version 9.0: Rapid7 InsightVM Multi-source support enables you to integrate with multiple Rapid7 InsightVM instances into a single instance ofVulnerability Response. Assets identified by multiple Rapid7 InsightVM deployments and their vulnerabilities are consolidated and reconciled with your CMDB.

    Version 9.0: Rapid7 InsightVM Asset List Integration retrieves asset scan data once a week and stores it in the Discovered Items module in your instance. Helps identify assets that haven't been scanned lately using the Last Scan date.

    Version 9.0: Rapid7 InsightVM Host Tags become available for use in the Condition filter across Vulnerability Response. For example in Assignment Rules, Remediation Target Rules and so on.

    Version 9.0: Filter using Rapid7 Sites and CVSS data.
    Note: Rapid7 has a volume limitation on the use of the Site filter. If total assets are 10,000 or more, it sends a 500 internal server error. Rapid7 is tracking this issue in support ticket EA-3945.

    Version 7.1: When migrating to the InsightVM integration type from the Data Warehouse integration type, the Rapid7 InsightVM integration recognizes existing data warehouse vulnerable items, if they were imported from the same data source. It does not create duplicate records, so you can seamlessly migrate from the Data Warehouse to InsightVM integration type.

    Version 7.1: Adds exploit data import for both the Data Warehouse and InsightVM integration types.

    Version 6.2: Adds imports using the Rapid7 InsightVM API for discovery, detection, verification, risk classification, and impact analysis to manage risk and remediation. This integration does not require the Rapid7 Nexpose data warehouse.
    Note: To migrate from the Rapid7 Nexpose vulnerability integration see KB0743164.
    Qualys Vulnerability Integration

    Version 10.0: The Qualys severity [qualys_severity] and Last updated by source [last_updated_by_source] fields listed in the Vulnerable item table [sn_vulnerable_item] are deprecated and no longer populated. Since the Business Rule (BR) Map Qualys Values uses Last updated by source, it is also deprecated.

    Version 10.0: Retry for API failures such as timeouts

    Version 9.0: Qualys Host List Integration retrieves authenticated and unauthenticated host scan data from Qualys once a week and stores it in the Discovered Items module in your instance. Helps identify assets that haven't been scanned recently using Last Scan date. View the Last Scan time and Last Authenticated Scan time on the Discovered Items list.

    Version 8.0: Populates Preferred Solution for vulnerable items with the same Preferred Solution as its vulnerability.

    Version 8.0: Creates National Vulnerability Database (NVD) records for Qualys KnowledgBase imports by default.

    Version 8.0: The latest version of Qualys Vulnerability Integration is published in the ServiceNow Store and available for download.

    Shodan Exploit Integration

    Version 10.0: Retry for API failures such as timeouts

    Tenable for Vulnerability Response v2.x

    Prioritize and automate the remediation of critical vulnerabilities. Tenable for Vulnerability Responsev2.x applications offer increased performance speed of importing vulnerabilities. These applications also bring in the Vulnerability Priority Rating (VPR) score into ServiceNow.

    Note:
    • When Tenable for Vulnerability Response v2.x vulnerabilities are imported before their corresponding National Vulnerability Database (NVD) entries, those vulnerabilities are not associated with the NVD vulnerabilities later. Ensure that NVD imports are up to date, and periodically reimport the Tenable for Vulnerability Responsev2.x vulnerabilities.

    • Tenable for Vulnerability Responsev2.x doesn't currently support Normalized severity.
    • Tenable for Vulnerability Responsev2.x populates exploit information in the Tenable for Vulnerability Response Additional Findings fields.
    New integrations
    Microsoft Security Response Center Solution Integration

    Version 8.0: Microsoft Security Response Center Solution Integration imports solution data for known vulnerabilities and creates relationships with vulnerable items and vulnerability groups. This integration is part of Vulnerability Solution Management.

    Shodan Exploit Integration

    Version 7.0: Shodan Exploit Integration imports exploit information that helps you prioritize the vulnerabilities in your environment based on risk.

    This integration enables exploit information enrichment that helps you understand the following exploitability metrics to prioritize the remediation of vulnerabilities:
    • Is there any exploit associated with the vulnerability?
    • What skill level is required to exploit the vulnerability based on the exploit code rank?
    • What is the exploit attack vector? Can the vulnerability be remotely exploited?

    Once your vulnerabilities are enriched with exploit intelligence, you can define the risk score and group the vulnerabilities based on these parameters. You can also filter key reports to see the high-risk vulnerabilities.

    Quick start tests for Vulnerability Response
    Validate the continued functionality of Vulnerability Response after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

    Walk-up Experience

    Agent Workspace for Walk-up Experience fulfillers
    Use Agent Workspace to access and complete interactions at a walk-up queue location. This enhancement moves technicians away from the list and form interaction fulfillment experience to a configurable service desk application. Agent Workspace for Walk-up Experience provides a more efficient, integrated, and intuitive fulfiller experience. Using Agent Workspace, technicians can:
    • Access a personal inbox where interactions are automatically pushed for assignment based on schedules and rule configurations in the Advanced Work Assignment feature.
    • Open an incident or request consumables directly from an interaction.
    • Consume assets directly from an associated stockroom.
    • Access relevant knowledge base information.
    • Display the ability to accept walk-up interactions via an availability toggle.
    • Enable channels other than Walk-up, such as Chat or traditional Incident Management, to remain productive when the walk-up queue is not busy.

    Walk-up appointment scheduling
    • Schedule appointments online or onsite to receive IT support at a walk-up queue location. You can cancel an appointment, as well as reschedule an existing appointment. Scheduling places you at the head of the queue at your appointment time.
    • View upcoming appointments scheduled for a walk-up queue. Managers and technicians can view appointments to best plan for interaction demand. Appointments can be viewed in platform view or in Agent Workspace.
    • Receive a reminder notification for an upcoming scheduled appointment 15 minutes prior to the appointment.
    • Configure custom appointment scheduling by location.
    Walk-up queue length notification
    Configure and receive queue-length threshold notifications. When a queue reaches a pre-configured length, a notification is sent to the manager of the assignment group for the walk up queue location. Knowing that a walk-up queue is crowded with a long waiting line means that managers can add additional support to the queue.
    Walk-up support when a queue is closed
    Get IT support even when a walk-up queue location is closed. Display an IT support phone number online and onsite at a queue providing requesters with an immediate option when the queue is closed. Requesters can also create an incident directly online or onsite at the check-in queue.
    Tables
    Use the Walk-up Appointment [wu_appointment] table to configure scheduled appointments.
    Walk-up service channel
    • Use the Walk-up service channel to route walk-up interactions. Work items originate from the Advanced Work Assignment feature. Configure the channel to meet your needs. The Walk-up service channel includes a default assignment inbox layout. Inbox capacity represents the number of walk-up interactions a technician can work on concurrently. By default, the capacity is set to 1.
    • Configure the Service channel field on the Walk-up Location Queue form to specify Walk-up channel.
    • Route work items to the correct queue location by specifying the Walk-up service channel in the Queue [awa_queue] table.

    Web services

    Added support for sysparm_query_no_domain in Table API
    The Table API supports the sysparm_query_no_domain parameter:
    • false (default): Exclude the record if it is in a domain that the currently logged in user is not configured to access.
    • true: Include the record even if it is in a domain that the currently logged in user is not configured to access.
    Note: The sysparm_query_no_domain parameter is available only to system administrators or users who have the query_no_domain_table_api role.
    RESTMessageV2 and SOAPMessageV2 API timeout
    Set the glide.http.outbound.max_timeout system property to specify the number of seconds that RESTMessageV2 and SOAPMessageV2 APIs wait for a response from a synchronous call. The maximum value is 30 seconds. To define a timeout longer than 30 seconds, set the glide.http.outbound.max_timeout.enabled system property to false and use the waitForResponse() method to set the timeout. For examples, see Asynchronous RESTMessageV2 example and Asynchronous SOAPMessageV2 example. If glide.http.outbound.max_timeout.enabled is set to true and a value is passed in the waitForResponse() method, the system uses the smallest value from either the waitForResponse() method or the glide.http.outbound.max_timeout system property.

    Workplace PPE Inventory Management

    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Record the types of PPE in your inventory
    Use or create models to record the types of PPE in your inventory. The Workplace PPE Inventory Management application has ready-to-use models for different PPE types, but you can also add your own.
    Track PPE availability across locations
    Create stockrooms and add stock to monitor how much inventory is available in different locations.
    Automatically resupply stockrooms
    Maintain adequate PPE inventory by setting up automatic stockroom transfers. If one stockroom's inventory falls below a defined threshold, another stockroom's PPE items can be transferred to resupply the low-quantity stockroom.
    Request PPE
    Use Service Catalog to request PPE to use at your workplace.
    Fulfill a request for PPE
    View PPE requests, and use the stockroom quantity to assign items to employees.

    Workplace Safety Management

    Manage workplace tasks
    Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency, and generate reports to track the progress of these activities. Workplace managers can also sign a generated PDF for completed tasks, which creates useful tracking for compliance procedures.
    Configure shifts and workspace areas
    Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign employees and workspaces to these schedules. As a workplace manager, set arrival intervals for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office, and set the capacity for areas of your workplace to promote safety guidelines. Set rules to assign the workplace user role to employees in the countries where you are starting to return to the office.
    Request and reserve a workspace reservation
    As an employee, request workspace reservations when you are ready to return to the office. Select a defined shift or custom time of your choice and use floor plans to choose an available workspace for your date range.
    As a manager, review pending requests and notify employees when their requests have been approved or denied. Reserve available workspaces for your employees to determine physical distancing measures when they return to the workplace or automatically generate workspace reservations in bulk for all employees assigned to a shift for a single day or multiple days.
    Upload and update your workplace floor plan
    Upload floor plans for your workplace, which you can use to reserve space for your employees when they return to the office. Update a workplace floor plan by uploading a new floor plan and previewing it to ensure that the layers or changes are correct before you commit them. After updating your workplace floor plan, you can view a log of the changes you made.
    Use the Workplace manager dashboard
    Monitor the space allocation and workplace maintenance activities at your office campus. For any given day, view the list and drill down to details of available spaces, space reservations, pending workplace requests, arrival times for different locations of the workplace, employee arrivals, and maintenance tasks.
    Leverage the Workplace dashboard in Service Portal to visually analyze available workspace capacity, space requests, and reservation trends. Monitor the maintenance tasks for your workplace and reserve a space for an employee or create a workplace maintenance task directly from the Service Portal page.
    Manage workplace shifts that you own
    Review the workplace shifts that you own in Workplace Safety Management and update the shift details if necessary. Monitor the reservations and requests made for the workspaces associated with these shifts.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

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      New features and products in Madrid

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      New features and products in Madrid

      Cumulative release notes summary on new Madrid features and products.

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

      API

      Table 1. New scoped classes and additional methods to existing scoped classes
      Class Activated with Methods
      FlowAPI Flow Designer
      • executeAction()
      • executeFlow()
      • executeSubflow()
      • setEncryptedOutput()
      • startAction()
      • startFlow()
      • startSubflow()
      GlideRecord - Scoped Now Platform
      • isEncodedQueryValid()
      Notify - Scoped Notify
      • hasCapability()
      Table 2. New global classes and additional methods to existing global classes
      Class Activated with Methods
      Agent Advanced Work Assignment
      • getPresence()
      • setPresence()
      MLPredictor Agent Intelligence
      • applyPrediction()
      • applyPredictionForSolution()
      • findActiveSolution()
      • findActiveSolutionsForRecord()
      • getPredictedValue()
      • getPredictions()
      • isClassificationSolution()
      • isSimilaritySolution()
      • recordFinalValuesInPredictionResults()
      Notify Notify
      • hasCapability()
      OnCallRotation Now Platform®
      • getPrimaryUsers()
      • getPrimaryUserByRota()
      • getPrimaryUserNameByRota()
      • getEscalateesAt()
      Queue Advanced Work Assignment
      • route()
      Table 3. New client classes and additional methods to existing client classes
      Class Activated with Methods
      GlideFlow Flow Designer
      • getExecution()
      • startAction()
      • startFlow()
      • startSubflow()
      • awaitCompletion()
      • getExecutionStatus()
      • getOutputs()
      NotifyClient Notify
      • addEventListener()
      • destroy()
      • getStatus()
      Table 4. New REST APIs and additional endpoints to existing REST APIs
      API Activated with Endpoint
      Agent Advanced Work Assignment
      • GET /api/now/awa/agents/{sys_id}
      • PUT /api/now/awa/agents/{sys_id}
      Change Management Change Management
      • DELETE /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
      • DELETE /sn_chg_rest/change/emergency/{sys_id}
      • DELETE /sn_chg_rest/change/normal/{sys_id}
      • DELETE /sn_chg_rest/change/standard/{sys_id}
      • DELETE /sn_chg_rest/change/{sys_id}/conflict
      • GET /sn_chg_rest/change/{change_sys_id}/task
      • GET /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
      • GET /sn_chg_rest/change/emergency
      • GET /sn_chg_rest/change/emergency/{sys_id}
      • GET /sn_chg_rest/change/normal
      • GET /sn_chg_rest/change/normal/{sys_id}
      • GET /sn_chg_rest/change/standard
      • GET /sn_chg_rest/change/standard/{sys_id}
      • GET /sn_chg_rest/change/standard/template
      • GET /sn_chg_rest/change/standard/template/{sys_id}
      • GET /sn_chg_rest/change/{sys_id}/conflict
      • PATCH /sn_chg_rest/change/{change_sys_id}/task/{task_sys_id}
      • PATCH /sn_chg_rest/change/emergency/{sys_id}
      • PATCH /sn_chg_rest/change/normal/{sys_id}
      • PATCH /sn_chg_rest/change/standard/{sys_id}
      • PATCH /sn_chg_rest/change/standard/{sys_id}/risk
      • PATCH /sn_chg_rest/change/{sys_id}/approvals
      • POST /sn_chg_rest/change/normal
      • POST /sn_chg_rest/change/emergency
      • POST /sn_chg_rest/change/{change_sys_id}/task
      • POST /sn_chg_rest/change/standard/{standard_change_template_id}
      • POST /sn_chg_rest/change/{sys_id}/conflict
      Queue Advanced Work Assignment
      • POST /api/now/awa/queues/{sys_id}/work_item

      Advanced Work Assignment

      Service channels
      Configure the base service channels through which customer service is provided: Chat, Case, Incident, and Walk-up. For each service channel, you can set attributes such as agent capacity and utilization conditions to control the work handled in the channel.
      Work item queues
      Define the queues that AWA uses to route work items, based on specific routing conditions or requirements that you provide, such as product or customer attributes. For each queue, assign the agent groups handling the incoming work items. You can define agent pools that expand the agent groups eligible for assignment when an overflow of work items occurs. You can also set the sort order of work items in a queue to determine which items are handled first.
      Agent assignment rules
      Configure the assignment rules that determine how work items are pushed to qualified agents. You can set rules that determine how work items are handled when agents are not available or whether agents can reject work items.
      Agent experience controls
      Define the agent availability (presence) states by service channel. Agents use these states to manage their availability in their agent inbox.
      Advanced Work Assignment APIs
      • Get or set agent presence states and channel availability
        • JavaScript Agent API
        • REST Agent API
      • Update work item queues
        • JavaScript Queue API
        • REST Queue API
      Advanced Work Assignment dashboard
      Monitor service channel activity. The AWA dashboard contains various indicators that managers can use to gain insights on agent availability and capacity.
      Out-of-the-box Advanced Work Assignment Performance Analytics Solution
      Preconfigured Performance Analytics indicators and breakdowns for Advanced Work Assignment, along with visualizations and a dashboard.

      Agent Intelligence

      Similarity framework

      Use the Agent Intelligence similarity framework to build a word corpus (a collection of machine-readable text that is assembled for the purpose of research) to compare trained records that are based on textual similarity.

      Create and train a similarity solution
      Create and train a solution that applies machine learning to train the word corpus to target and recommend similar records in your instance data set.
      Review solution similarity examples
      Review the similarity examples and scores that the system provides during solution training. Determine if you need to update the similarity score threshold of your trained solution.
      Update your similarity score threshold
      Update the similarity score threshold value if you want the results that are returned by the solution to be more or less similar.
      Agent Intelligence for Event Management
      Use your instance records to build Event Management-specific machine-learning solutions.
      MLPredictor - Global
      Use the utility methods in this API for Agent Intelligence predictions.

      Agent Workspace

      Agent Intelligence (AI) for Agent Assist
      Adds AI to the Agent Workspace Contextual Sidebar, which can then surface similar incidents or problems using a combination of contextual search, Zing, and machine learning.
      Advanced Work Assignment (AWA)
      Automatically route and assign work items in Agent Workspace to agents based on availability, capacity, and skills. Define work-item queues, routing conditions, and assignment criteria that AWA uses to distribute work items. Agents work from an agent inbox, where they see assignments, set their availability, and accept or reject work items.
      Agent Chat
      Agent Chat is a real-time messaging system specifically for Agent Workspace. From a chat, agents can respond to questions, create a record for an incident or case, or escalate the chat to another agent.
      Lookup and verify for Agent Workspace
      Enables agents to quickly look up contacts or consumers using information such as the name, phone number, or account number, and verify that information for the interaction.
      UI notifications
      Agent situational-awareness improves through on-screen notifications from pre-defined notification triggers. For example, triggers can notify agents of newly assigned or updated records. The on-screen notification gives context to the change and enables an agent to link directly to the record.
      Form and list enhancements
      • You can resize the form versus the activity stream to provide better focus on current agent activity.
      • Separate tabs for Lists and My Lists
      • Add Last refreshed list update, relocate Refresh and New buttons
      • Reference fields can link within a list to open the corresponding record
      • Easier access to create a new list and personalize columns on the list
      • Improve filtering capabilities, add a new filter panel, and enable access to the full condition builder
      • Designate an associated URL for each list, for quick access and deep-linking functionality
      SNAP for Agent Workspace
      Notifies agents that an attachment on the record they are viewing potentially contains a virus.

      Agile Development 2.0

      Quick start tests for Agile Development 2.0
      Validate the continued functionality of Agile Development 2.0 after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Performance Analytics Content Pack for Agile 2.0
      Install the Performance Analytics Content Pack for Agile 2.0 application from the ServiceNow Store. Performance Analytics Content Pack for Agile 2.0 contains preconfigured dashboards with data visualizations that help you improve your Agile processes and practices.

      Antivirus Scanning

      Configure Antivirus Scanning
      Configure Antivirus Scanning across your instance and at the table level.
      Dictionary attributes for Antivirus Scanning
      As an administrator, you can set the values of dictionary attributes to modify the behavior of the default Antivirus Scanning configuration.
      Review antivirus activity
      The Antivirus Activities log tracks all activities that occur on potentially infected files from the point that they are discovered and placed into quarantine.
      Review quarantined files
      Review quarantined file attachments and take further action as needed.

      Application Portfolio Management

      Enhancements in Technology Portfolio Management Timeline (TPM)
      • Retrieve the business applications risk data stored in the Business Application Risks [sn_apm_tpm_business_application_risk] table. Risks of all business applications are calculated and the data are stored in the risks table to make optimal use of the risk engine. Since risks are stored and retrieved from the table, their retrieval is faster when loading the Technology Portfolio Management timeline or the Capability Based Planning portal. Execute the Load TPM Risk Parameters and compute Business Service Risks scheduled job daily to obtain the real-time status of risks your business applications are exposed to in a given day. Running this job populates the business risks table.
      • Relate the software models that the suggestions engine picks up to your application service instead of searching for and then mapping them manually. You can easily manage the results of two subsequent runs of the software models suggestions engine by reviewing the new software models suggested by the engine in the latest run.
      • Navigate to Business Application Risk Values in the applications menu to view the risk record of each business application.
      • View the risk scores at the risk parameter level by clicking the risk bubble of the software model in the TPM timeline.
      • Filter business applications based on their risk factor using the business application risk filter.
      • Select the By Product Classification view to dynamically load software models, business applications, and application services in the timeline. All technology categories or product classifications are loaded as the page loads.
      Application roadmap
      Use the graphical view of the application roadmap that opens in an investment portal, which is exclusive to Application Portfolio Management, to view all the projects and demands that are planned for a business application in a fiscal year.
      Application assessment indicators
      • Fetch cost data from the IT Financial Management buckets using the seven cost indicators to assess the performance of business applications in Application Portfolio Management. Know the exact amount that is allocated to a business application from a cost bucket using the preconfigured L2 Costing — Business Applications cost model.
      • Use the APM application indicators to get the count of all incidents that are associated to a business application, and derive the relative weight of the application. The incident indicators gather data at an instance level and then bundle them up at the application level.
      Quick start tests for Application Portfolio Management
      Validate the continued functionality of Application Portfolio Management after any configuration change such as an upgrade or after developing a new application. All test suites and tests should pass using a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Application security

      Instance security center
      Monitor the compliance level of instance security controls, view security event monitoring metrics, configure and maintain instance security settings. The Instance Security Center consolidates several key security components into a single comprehensive control console that helps you detect, protect and respond to instance based security events.

      Approvals

      Embed an approval request within the Outlook email client
      Embed an interactive approval request for service catalog requests in the email notification sent to a user. The user can accept or reject the approval request from the email client.
      Mobile experience for Approvals
      Approve catalog requests, requested items, or change requests from anywhere using the ITSM ServiceNow Agent application.

      Assessments and Surveys

      Question Bank module
      Add question categories (metric categories) and questions (metrics) in the Question Bank module so that you can reuse them when you create or update a survey. This module is available for all evaluation types, that is, surveys, assessments, and quizzes.

      The demo data for the question bank is available only when you activate the Survey Question Bank Sample Data plugin (com.snc.question_bank_data). This demo data is available for surveys in the Platform UI and Survey Designer (under Questions and Categories tabs).

      Embedded survey within the Outlook email client
      Embed an interactive survey in the email notification that is sent to the user by selecting the Outlook Actionable Message check box in the survey definition. Your users can answer the survey questions and submit the survey from the email client instead of opening it in a new browser tab.
      Note: To use this feature, you must activate the Outlook Actionable Messages plugin (com.sn_ms_oam).
      Ability to take a survey in the Connect chat client
      Configure a survey in the Connect chat client by using the Chat Survey module. When a support agent ends the chat, the survey URL is displayed.
      Note: To use this feature, you must activate the Connect Support plugin (com.glide.connect.support).
      Recipients list
      Send a survey invite to a targeted set of users by using a recipients list. Using the dynamic condition method, you can create a dynamic recipients list that can be used for multiple surveys.
      Localization for a public survey
      Use the Enable/Disable whether to show language picker when a public survey is taken property to enable a language picker for a public survey. When a survey user takes the survey, it is first available in the language that you set. However, the user can use the language picker to change the language of the survey. Localization is also applicable to Service Portal.
      Note: You must activate the language plugins for each language that you want your surveys to be available in.
      Quick start tests for surveys
      Validate that Assessments and Surveys still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

      Authentication

      Support JSON Web Tokens (JWT) for external API providers
      JWTs provide the capability to configure server-to-server API interactions between ServiceNow and external API providers without requiring any user intervention. This support enables IntegrationHub or other automated tasks using JWTs to configure API and Service integrations with different providers.
      Guest Session Timeout property
      This new property, glide.guest.session_timeout, decouples a session timeout for a guest session from the glide.ui.session_timeout.
      Support Facebook authentication
      Your Facebook user account can link to your ServiceNow user account to perform actions, such as pre-set conversations or notifications, through a conversational bot platform.

      Automated Test Framework

      Automated Test Framework Properties
      Enable tests with Custom UI steps to capture page data each time they are run.
      Custom UI test steps
      Test customized user interfaces such as UI pages and UI macros by retrieving their HTML and JavaScript page components and identifying the test actions they support.
      Page Inspector
      Identify which HTML and JavaScript page components of your user interfaces are available for custom UI testing. Enable automated testing by ensuring your user interfaces only contain testable page components.
      Develop testable custom components
      Change the testing properties of a particular page component using Automated Test Framework-specific HTML attributes.
      Parameterized tests
      Run a test multiple times with different test data for each run. Create parameters to store test data for each test run.
      Add tests to a suite with a filter
      Automate the creation of test suites by using a filter to dynamically add tests to a test suite when they match the filter conditions. Reduce the time that your test designers spend manually creating and maintaining test suites.
      Available quick start tests by application or feature
      Validate that your instance still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize the ServiceNow-provided quick start tests to pass when using your instance-specific data.

      COVID-19 Global Health Data Set

      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Access global COVID-19 data
      View the latest COVID-19 data and sort the information by date, location, state/province, and country. Build reports or export the data to use for your own analysis. Use the geolocation map component to visualize the daily updates.
      Track new data
      Track new confirmed COVID-19 cases along with your employee and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard.

      Change management

      New features added to Conflict detection
      • Change conflict scheduling: When potential change scheduling conflicts are identified, change conflict scheduling identifies dates and times where no conflict exists and provides a new Scheduling Assistant user interface that allows a change requester or fulfiller to select a date and time with no conflicts. To take advantage of this new feature, activate the following two new properties:
        • Define the number of days to be factored after the respective Planned start/end date of a Change record when searching for the next available time (change.conflict.next_available.schedule_window).
        • Define the number of suggestions to be calculated for the next available time field on a Change (change.conflict.next_available.choice_limit).
      • A new conflict type called Assigned to already scheduled is introduced to identify when the assignee of a change request is already assigned to another change request scheduled on the same date and time.
      Change REST API suite
      Empower your DevOps teams to easily integrate Change Management from their Continuation Integration or Continuous Delivery pipeline by using the REST API suite. This suite of APIs allows any of the supported change types to be created, updated, approved, and worked on from creation to closure. Use the REST API suite for the Change Management application to empower DevOps teams to integrate from their Continuation Integration or Continuous Delivery pipeline with Change Management.
      The new com.snc.change_management.enforce_data_requirements property is introduced to provide additional controls to supplement existing UI policy and client scripts. This property is installed with Change Management - Core and is true by default for new customers and false for any upgrading customers.
      Change approval policy
      Generate and configure approvals in Change Management based on a new platform feature called Decision Tables. Change Approval Policies allow conditional approval policies to be configured using simple platform records and then generated as an integral part of change workflows. With Change Approval Policies you can apply varying levels of approval governance dynamically based on platform data, the introduction of additional approval users or groups, or automated approvals tied to users for Normal and Emergency change types.
      Enhanced refresh impacted services
      The Refresh Impacted Services UI action can populate the Impacted Services/CIs related list with any application service impacted by a configuration item listed in the Affected CIs related list. Previously, Refresh Impacted Services only worked against the Primary configuration item referenced on the form.
      The new Impacted CIs/Services related list is generated from all CIs listed in affected CIs related list (change.refresh_impacted.include_affected_cis) property is introduced to use this capability. This property is enabled by default. For more information, see Change Management properties.
      Agenda item paging in CAB workbench
      Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.
      Search attendees in CAB workbench
      Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.
      Quick start tests for Change Management
      Validate the continued functionality of Change Management during application development and after upgrades. Copy and configure these automated tests to identify customizations needing review.
      Standard Change catalog for support for workspaces
      Added a Standard Change Catalog support for Workspace. When a standard change template is initiated from a workspace form view of another task type, for example, an Incident, Change Management redirects to a workspace form view of the standard change request.
      Now Platform® branding
      Updated the CAB workbench portal and Change Conflict Calender to align to the base system platform color palette.

      Cloud Management

      Simplify creation of service offering in Service Catalog using cloud-native templates
      Taking a service-centric view, this feature allows the service designer to start with a catalog item and design the end user catalog experience. The service is driven by importing cloud-native templates or ServiceNow blueprints.
      Enable use of technologies like Orchestration to drive day 1 and day 2 operations
      Cloud services and operations continue to grow at breakneck speeds. This feature allows customers, partners, and field personnel to add new services and operations using Orchestration workflows. This is especially useful for creating new day 2 operations for various cloud resources.
      Performance improvement for Cloud User Portal and Admin Portal
      The Cloud Management platform includes both an Admin and a User Portal, each serving a different role. This release focuses on user interface performance improvements for both the Admin and the User portals. The performance-related changes are transparent to the user.

      Coaching

      Coaching moment definitions
      Define coaching moments using a single coaching opportunity form. The coaching opportunity state model is simple to use, while providing full transparency to both coach and trainee.
      Coaching assessment tasks and feedback
      Review the coaching assessment task as a coach, provide improvement feedback notes, assign learnings, and submit survey-based rating feedback for the trainee.
      Recommendation learning list
      Create a recommended learning list of knowledge base articles, videos, and internal or external links to learning content. Assign recommendations manually, or set up the coaching opportunity to use a virtual coach.
      Virtual coach
      Assign a virtual coach to a coaching opportunity to assign learning recommendations and automatically resolve the coaching assessment.
      Integration with Continual Improvement Management (CIM), Skills Management, and Knowledge Management
      • Create an improvement initiative from a coaching opportunity with one click to identify trainees for external training, for example. Plan and deliver that initiative using the Continual Improvement Management process.
      • Assess trainee skills using Skills Management to identify gaps so the trainee can be coached to acquire new skills, or to enhance their existing skill level.
      • Assign knowledge base articles in Knowledge Management as recommended learning for the coaching opportunity.
      Dashboards for coach and trainee users
      • Use the Coach Dashboard as a coach to see real-time analytics on open assessments, list of follow-up actions, coaching survey feedback scores, number of tasks auto-resolved by the virtual coach, and performance of all trainees of the coach.
      • Use the Trainee Dashboard as a trainee to see analytics on your active assessments, your coaching history, your survey results, and a list of all open assessments for the trainee.

      Communities

      Community profile time zone
      Set a preferred time zone when registering with the community or from the community profile.
      Antivirus protection for community attachments
      If antivirus protection is enabled, all attachments that are uploaded into or downloaded from the community are scanned for viruses.
      Forum hierarchy
      Create sub forums and map them to a parent forum. The forum hierarchy is displayed on the community pages.
      Last updated time stamp
      Displays when updates were last made to replies, comments, answers marked as correct, and which user made the updates.
      Enhancements to the community TinyMCE editor
      Change the font and add tables when creating community content.
      Automatic addition of secondary content types
      Adds the respective secondary content types automatically when configuring primary content types for a community forum.
      Exclude self-award
      Checks that a user is not awarded gamification points for content they authored.
      Created date sort option
      Sort by the date on which content was created from the community homepage or forum landing page.
      Contributions on the community profile page
      Displays a list of the number of user contributions to the community.
      Additional notification preferences
      Select My Blog marked as helpful, My comment marked as helpful, My Question upvoted, and My Answer marked as helpful as activity feed options or email notifications.
      Full-sized images
      Open an image from community content, such as a question, to view a full-sized image.
      Quick start tests for Communities
      Validate the continued functionality of Communities after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Configuration Compliance

      Recertification
      Version 10.0: Recertified for Madrid in the Store.
      Configuration Compliance assignment rules overview
      Version 9.0: Define assignment rules to automate the assignment of configuration test results to their respective remediation teams. Assignment rules can also be reapplied to existing test results on-demand, or automatically on a scheduled basis. Reapplying ensures test results reflect the latest rule changes or ownership updates in the CMDB.
      Note: For upgrade customers, the Assignment group and Assigned to fields must be added to the test results form manually.
      Configuration Compliance test result groups and group rules overview
      Version 9.0: Use Group Rules to automatically create Test Result Groups.These rules group non-passed test results in terms of how they’re going to be remediated and by whom. Group rules can also be reapplied to existing test results, ensuring test result groups reflect the latest test result and group rule changes.
      Remediation owner added to roles
      The sn_vulc.remediation_owner role compartmentalizes the view and update permissions of test results, test result groups, and related policies, authoritative sources, and other content for remediation teams. sn_vulc.remediation_owner is part of the itil role. Remediation owners can view and update only the test results and test results groups assigned to them or to one of their user groups.
      Configuration Compliance has moved to the ServiceNow Store
      Version 8.0: You no longer need to wait for the platform family release of Configuration Compliance to enjoy new features, updates, and fixes. The latest version of Configuration Compliance is published on the ServiceNow Store and available for download.
      Multi-source support in Qualys
      Version 8.0: If you have multiple deployments of the Qualys Cloud Platform application, you can add an integration for each deployment. Data sourced from each deployment is identified and available in a single instance of Configuration Compliance.

      Configuration Management Database (CMDB)

      Agent Workspace for CMDB
      Access the following essential CIs and related details from Agent Workspace for CMDB:
      • Timeline view to access changes, change requests, and incidents for CIs
      • Health widget to view health scores for CIs
      • Relationships widget to view level 1 relationships (direct relationships) for CIs
      • All critical attributes related to CIs
      • Ability to create incidents and change request from the CI form view
      CMDB Health
      Use the system property glide.cmdb.health.src.cmdb_health_audit_only to configure CMDB Health to disregard data from other sources, such as cloud discovery.
      CMDB roles
      Control read access to the CMDB by using the cmdb_read role. The cmdb_read role is required for reading any CMDB table, and it is contained in existing roles such as admin and itil.
      CMDB Search

      Search the CMDB by using queries that are more complex than the basic global text search. Enter an almost free-style search text with configurable synonyms and stop words. CMDB Search then converts that text into a properly formulated query on CMDB CIs and relationships.

      Quick start tests for Configuration Management Database (CMDB)
      Validate that Configuration Management Database (CMDB) still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

      Contact Tracing

      Track employee daily contact logs
      Send employees ServiceNow®Emergency Outreach push notifications to request a log of co-workers with whom they interacted that day. Review daily contact logs to identify on-site employees who might have been in contact with a potentially affected co-worker.
      Follow up with potentially exposed contacts and create requirements for returning to work
      After an employee who returned to the workplace is reported to be infected with an infectious disease, create a case to find and reach out to potentially exposed employees. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those employees. Create requirements that restrict return to work eligibility to employees that have not been potentially exposed and are not being actively investigated in a contact tracing case.
      Manage employee badge data and Wi-Fi access logs
      Manage data for employee badges and badge readers to track and control employee access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected employee has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed employees who might have come into contact with affected employees.
      Set up Cisco DNA Spaces integration for Wi-Fi access logs
      Set up the Cisco DNA Spaces integration for Wi-Fi access logs and use the Wi-Fi proximity report to get a list of potentially impacted employees who used the same Wi-Fi network as the affected employee.
      Set up data privacy consent settings and maintain user data privacy
      As an admin, configure privacy consent templates, location-based privacy configurations, email notifications, and outreach notifications for sending privacy consent alerts. Enable your organization to maintain the data privacy of all employees throughout the contact tracing process.
      Configure Contact Tracing data retention settings
      As an admin, configure the data retention settings for the data collected for contact tracing, such as badge swipe data, employee daily contact logs, and cases.
      Configure Contact Tracing data and notifications
      Configure system properties to adjust how badge access data is used for contact tracing. Review and modify the scheduled data import used for importing badge access data from a Microsoft Excel file into the Contact Tracing application. Create notifications to send to employees to request a list of co-workers with whom they interacted on a given day.
      Add wearable devices assigned to employees
      Add wearable devices such as Bluetooth LE-enabled devices that are assigned to employees to enable them to connect to the Wi-Fi network in your workplaces. To use this feature, ensure that you have the CMDB CI Class Models application installed and active. For more information, see CMDB CI Class Models.
      Configure and send notifications to potentially exposed contacts
      Configure and send an Emergency Outreach notification to potentially exposed employees to notify them of a potential exposure from an affected employee.
      Use guided setup to implement Safe Workplace apps
      The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Contextual Search

      Source selector
      Specify a resource to search from the choice list next to the Related Search field.
      Search on tab field

      Configure the search so that it searches only when the agent enters text in the Short description field or in a search field and then removes the cursor from the field.

      Disable actions
      You can now disable search actions except the This helped action.
      Attach note field
      Specify a field where the attached knowledge article should be copied by selecting the Use custom field for attach note check box and putting the field name in Attach note field. Earlier, the attached knowledge article was copied to the field set in the glide.knowman.attach.fields property.

      Contextual development environment

      Extension points for UI macros and scripts
      Create and embed custom code hooks, called extension points, into UI macros and scripts in scoped and global application base code. You can use extension points to designate where custom UI macros and scripts be called and then processed to extend the base Now Platform functionality.

      Because you do not need to embed extension points directly into the core application code, you prevent application paths from breaking during upgrades.

      Continual Improvement Management

      Integration with ITOM and GRC applications
      • Link new and existing records from IT Operations Management (ITOM) and Governance, Risk, and Compliance (GRC) to Continual Improvement Management on the base system with one click.
      • ITOM Configuration Management Database (CMDB) application integration includes a related link to create an improvement initiative on the Remediate Duplicate Tasks form. CIM integration allows easy submittal of an improvement initiative to address issues around de-duplication of CMDB tasks.
      • GRC application integration includes a related link to create an improvement initiative on the Issues form. You can also create multiple improvement initiatives from a single audit control task and view the associated tasks in a related list.
      Enhanced linking with implementing tasks outside of CIM
      Link a single CIM task to multiple integrated application tasks (problem, incident, demand, for example), and link multiple CIM tasks to a single integrated application task for more flexible improvement initiatives.
      Quick tests for Continual Improvement Management
      Validate the continued functionality of Continual Improvement Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Credentials

      Credential aliases for Discovery
      Allows an administrator to use specific credentials on Discovery schedules. Credential aliases provide more control over which credentials a Discovery schedule is allowed to use and prevents the unnecessary exposure of credentials with elevated privileges.

      Customer Service Management

      Case action status
      Identify cases that require attention and quickly prioritize workload using visual indicators in the Action Status column on the Case list.
      Customer Service integration with Service Management
      Provides an integration between Customer Service Management and the Incident, Problem, Change, and Request Management applications. Agents can create incident, problem, change, and request records from customer service cases.
      Agent Workspace for Customer Service Management
      Integrates the platform functionality specific to tier 1 customer service agents and puts these features into an easy-to-use interface. These features enable agents to be more efficient, such as a multi-tab interface for managing multiple cases and a heads-up contextual display that provides quick orientation to the task at hand.
      Lookup and verify
      Enables agents using Agent Workspace for Customer Service Management to quickly look up contacts or consumers using information such as the name, phone number, account, or record number, and verify that information on the interaction record.
      Advanced Work Assignment for Customer Service Management
      Automatically route and assign cases as work items in Agent Workspace to customer service agents based on availability, capacity, and skills. Define work item queues, routing conditions, and assignment criteria that AWA uses to distribute work items. From the agent inbox, agents can see pending assignments, set availability, and accept or reject work items.
      Similar cases
      Provides an easy way for an agent working on a case or a problem to find similar, already resolved records. The agent can link the current record to a similar record and also copy resolution notes to the current record.
      Quick start tests for Customer Service Management
      Validate the continued functionality of Customer Service Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Dashboards

      Dashboard picker enhancements
      Find dashboards more quickly. On each dashboard, the dashboard picker enables you to choose from the dashboards you have permission to view, with the most recently opened dashboards shown first. Previously, this list showed all dashboards by default. Click Load all dashboards to see a list of all dashboards available to you.
      Quick start tests for Dashboards
      Validate the continued visibility and sharing functionality of dashboards after any configuration change such as an upgrade. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      DevOps

      Configurable pipeline modeling
      Model pipeline stages in DevOps at the app level for easier management of your pipeline process and end-to-end visibility in DevOps.

      Version 1.12: More than one pipeline per app is supported.

      Planning, coding, and orchestration tool integrations
      Connect to your existing DevOps toolchain to collect lifecycle events and data using tool integrations provided with the DevOps application. Planning tool integrations include Jira, and ServiceNow Agile Development 2.0. Coding tool integrations include GitHub, GitHub Enterprise, and Bitbucket. Orchestration tool integration includes Jenkins. JUnit-style test results from Jenkins are supported.

      Version 1.12: Azure DevOps Boards, Repos, and Pipelines integrations are supported using the ServiceNow DevOps extension for Azure DevOps on Visual Studio Marketplace.

      Version 1.13: Capture tags from GitHub, Bitbucket, and Azure DevOps Repos coding tool commits.

      Change acceleration

      Automatically create change requests for pipeline stages under change control. A DevOps Change workflow and DevOps Change Approval policy can be used to enable automatic DevOps change approvals. Change requests are automatically updated with implementation details from the orchestration task.

      Version 1.11: Use change acceleration for releases to link all commits and work items in the change request since the last time the app was deployed to production, rather than for a specific pipeline execution.

      Version 1.13: View test results and artifact versions for the change in a DevOps change request.

      DevOps Insights dashboard
      Use the DevOps Insights Standard dashboard to provide visibility into change results, pipeline value stream, and overall DevOps process. The dashboard includes commits, in addition to development, deployments, change acceleration, and system health tabs. Drill into data collected over time and compare data sets to analyze operational and business insights.
      Pipeline UI view
      Use the Pipeline UI to show the pipeline status for each app in a central graphical view. You can view pipeline execution information, including stage progression, work items, associated commits, and links to change requests for approval and test results. The App Pipeline UI can also be accessed from within a DevOps change request.
      DevOps Integrations application
      Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins orchestration tools with DevOps.
      Support for common Jenkins plugin features
      Use scripted or declarative code in your Jenkins pipeline. Parallel and sub stages are supported. Configure multibranch change control in a DevOps pipeline step to create change requests for multiple branches. CloudBees Jenkins Folders plugin is also supported for discovering and getting notifications from Jenkins jobs in folders.
      Support for Azure DevOps Pipelines
      Version 1.12: Use the ServiceNow DevOps extension for Azure DevOps to integrate your Azure pipeline with DevOps. Configure custom tasks in your Azure pipeline to send job notifications and create change requests.
      User-created integrations support for planning, coding, and orchestration tools

      Create subflows in Flow Designer to integrate planning, coding, and orchestration tools not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

      Version 1.9: Connect and discover integration capabilities are also supported.

      Version 1.12: Orchestration integration capability is also supported. The concept of tool capabilities is added for multi-tool support.

      The DevOps API can also be used for user-created planning, coding, and orchestration tool integrations.

      Quick start tests for DevOps

      Version 1.10: After upgrades and deployments of new applications or integrations, run quick start tests to verify that DevOps still works. If you customized DevOps, copy the quick start tests and configure them for your customizations.

      Discovery

      Discovery performance metrics
      Use metrics collected by the Discovery performance framework to monitor the processing times of probes, patterns, and sensors for specific discoveries. View performance data aggregated over time that shows probe execution by build, status, or target IP address. Use the roll-up data by build to compare performance between versions after an upgrade.
      File-based discovery

      Improves visibility into your installed software via file signature-based discovery. This is a limited access feature for the Madrid release that enables you to scan a file system and identify file fingerprints on UNIX and Windows servers from a list of established signatures. Use the comprehensive software normalization library from ServiceNow to match the results to installed software. This feature integrates with the ServiceNow® Software Asset Management Professional application to help you manage your software licenses.

      File-based discovery is built with the same high-quality engineering as the rest of the Now Platform® and is optimized for performance. The product team will use the limited access time frame to get participant validation of the core feature set.

      If you are interested in participating in this limited availability program, email discoverypm@servicenow.onmicrosoft.com.

      PowerShell remoting
      Use PowerShell remoting to communicate directly with Windows servers using the WinRM protocol. The PowerShell process establishes a secure PSSession (PowerShell Remoting session) that stays open until the MID Server finishes querying a Windows server. New MID Server configuration parameters manage SSL certificates and port assignments for using PowerShell over HTTPS.

      Document Viewer

      Enable Document Viewer
      Enable Document Viewer on a specific table by adding the use_document_viewer attribute.
      View attachments with Document Viewer
      Use Document Viewer to view documents directly within the Now Platform® rather than having to download them to your own file system.

      Edge Encryption

      Authenticate an Edge Encryption proxy server
      Specify that a proxy is a trusted source so that Edge Encryption can process the requests that come from that proxy.

      Emergency Exposure Management

      Create or modify a diagnostic request task configuration
      Create or modify a diagnostic request task configuration to auto-create a diagnostic request task in a diagnostic request. Based on the selected data source type in the diagnostic request, the corresponding task configuration creates a diagnostic request task to identify potentially impacted employees.
      Fetch potentially exposed employee data from a data source
      Work on the diagnostic request task to get information about potentially impacted employees from a selected data source and populate the corresponding related lists on the Diagnostic Request form.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Track possible exposure between employees
      If an employee self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected employee to identify others who might also be exposed.

      Emergency Outreach

      Send notifications for daily health verification
      Use Emergency Outreach to notify employees to report their daily health status. Ensure that you have the Employee Health Screening application installed to send the notifications.
      Review daily health verification acknowledgements
      Review the list of acknowledgements from the daily health verification notification to see each employee's status. Resend the outreach notification to employees who did not respond.
      Automate responses with response scripts
      Use response scripts to automatically take actions based on employee responses to survey questions. Create or update records across any of the Emergency Response Management and Safe Workplace suite apps. Once you associate each response script with a survey, the script will run if the employee's answers match the response criteria.
      Add a Safe Workplace audience for Emergency Outreach
      Add a collection of users for Emergency Outreach notifications based on criteria such as location, department, and group and set conditions to filter the audience. To use the Safe Workplace audience feature, you must have the Employee Readiness Core plugin.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Create an Emergency Outreach notification channel
      Create a notification channel to send health status requests using your company's preferred communication method, such as Slack.
      Report your health status by email or mobile
      During a public health crisis, employees can also respond to employers through email or the ServiceNow® Now® Mobile app and let their employers know if they are safe and healthy.

      Emergency Response Operations

      Create an emergency incident
      Use an emergency incident to coordinate your response to an emergency. Designate which positions are needed at specific locations, and or create custom positions to match your situation if needed.
      Assign and track field resources for an emergency
      Assign, request, and track resources for specific dates and locations in the Incident Management Team portal. Resources can be assigned directly, or you can request resources from deputies. Deputies can also use the IMT portal to assign resources according to staffing needs and specific skills.

      Emergency Self Report

      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Report and track health statuses during an emergency
      When an emergency occurs, employees can self-report their health status to their managers. Managers can track the health status of their employees and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all employees and sort the data for analysis and action.
      View self-reported employee HR tasks
      The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of employee reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the company.

      Employee Health Screening

      Screen employees and visitors for entry to the workplace
      Use your smartphone, tablet, or computer to determine whether an employee is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the employee's temperature and whether the employee has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace.
      Add an Employee Readiness Surveys email notification for daily health verification.
      Monitor progress with the Employee Health Screen Overview dashboard
      Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace.
      Verify your health status and compliance
      Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Readiness Core

      Track health and safety compliance with user records
      Automatically create a health and safety user record when an employee fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create user records for employees that do not have any activity towards completing requirements. Use these records to monitor the status of employee health and safety compliance.
      Create and activate health and safety requirements
      Use health and safety requirements to define the criteria that employees must meet before they can return to the workplace. Use pre-built Employee Readiness Core requirements or create additional requirements using data from any of the Safe Workplace or Emergency Response Management apps. If you no longer need employees to fulfill a requirement before returning to the workplace, you can deactivate the requirement.
      Invite a visitor to the workplace
      Submit a visitor invitation to send an email to visitors with information about their upcoming visit. Before visitors can enter the workplace, they must respond to the email and agree to comply with the safety requirements and policies listed in the email.
      Verify employee readiness with Employee Health and Safety Status
      Pull data from across all Safe Workplace and Emergency Response Management applications into a single data point that shows if an employee is ready to return to the workplace. Create and activate requirements that employees must fulfill before they can return to the workplace. Track when an employee fulfills all active requirements and when they are ready to return to the workplace.
      Add a Safe Workplace audience
      Add a collection of users for Emergency Outreach notifications. Target specific users based on criteria such as location, department, and group and filter the audience using the condition builder.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Readiness Surveys

      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Add or modify notifications for Employee Readiness Surveys
      Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs.
      Create or customize Employee Readiness Surveys
      Review the default employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address.

      Event Management

      Alert intelligence
      Alert Intelligence is implemented in the multi-tab interface of Agent Workspace. You can manage alerts in Workspace in the Event Management implementation of Agent Workspace.
      View alert group reasoning
      As alerts are added to a group, a message is added to the Work notes field of the alert to indicate the reason for aggregating that alert into the group. When an alert is added to or removed from the group, that information is shown in the Work notes of the selected alert.
      Monitor event processing metrics
      Extract statistics from your instance to ensure that performance is not affected and extract metrics related to event processes to monitor event processing status.
      Configure event collection from an Icinga2 connector
      Configure the Icinga 2 (Icinga) connector instance to receive events while monitoring your network resources.
      Alert similarity
      Find alerts that are similar to the alert that you are currently investigating. Save time in resolving the current alert by seeing how the similar alerts were resolved. In this way, like alerts are resolved in the same way and there is a reduction in the mean time to resolve alerts. Alert similarity applies natural language processing (NLP) based on Now Platform® machine learning (ML) as implemented in Agent Intelligence.
      Quick start tests for Event Management
      Validate the continued functionality of Event Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Field Service Management

      Use Emergency Exposure Management for field service agents
      Identify field service agents and customers who might have come in contact with an affected agent. Run diagnostic reports based on the affected agent's work order history to identify possibly impacted contacts. Use compliance surveys to monitor agent compliance with the recommended safety protocol guidelines.
      Visualize data on the Field Service Safety dashboard
      Use the Field Service Safety dashboard to monitor the status of agents and whether they are complying with the safety protocols while performing tasks. Display global COVID-19 data with the COVID-19 Global Health Data Set and the FSM Covid19 map for the locations that are covered by agents, tasks, and assets of an individual field service manager.
      Field Service Mobile
      Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your device will sync information when it next connects.
      Quick start tests for Field Service Management
      Validate that Field Service Management still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.
      Adding knowledge to work order and work order task forms
      Add additional information to complete tasks.

      Financial Management

      Prescriptive cost models
      Use the prescribed preconfigured Level 2 Costing – Business Services and Level 3 Costing – Business Capabilities cost models along with their default metrics to weight the allocation of various business costs.
      ITFM prescribed weighted metrics
      Choose from a library of ITFM-prescribed metrics that support weighted rollup. This library of metrics sources data directly from other applications within the Now Platform®.
      ITFM prescribed scripted metric to allocate to business capabilities
      Track the relationship between business applications and business capabilities in Application Portfolio Management (APM) for purposes of cost allocation. APM integrates with ITFM using a scripted metric logic, so that you can allocate cost between applications and business capabilities at whatever levels the applications are related to the business capabilities.
      ITFM prescriptive dashboards
      View all your expenses on a consolidated and easy-to-read dashboard based on a specific cost model that you select. There are a number of preconfigured dashboard layouts to choose from. In dashboards, you can drill down to get details of spending for each segment in the hierarchy. The following dashboards are available in Madrid:
      • Application TCO
      • Level 1 Costing – Shared Services
      • Level 2 Costing – Business Applications
      • Level 2 Costing – Business Services
      • Level 3 Costing – Business Capabilities
      Total weight support in allocation metrics
      Use the total weight metric to allocate cost based on total consumption capacity. The weighted metric allocates cost based on the total number of available units of consumption instead of allocating cost based on the sum of all values that were actually consumed in the weight table. The Enforce total weight option helps when the total allocation is greater than the sum of the consumed values.
      Financial Charging guided setup
      Follow the Financial Charging guided setup steps to set up the reporting aspect of Financial Management. Understand the tasks and configure statement items, statement item drilldowns, and showback statement definitions to generate a showback statement of the cost items. Show back the IT costs associated with each department to the head of the business unit, providing visibility on the reasons behind the cost.
      Quick start tests for Financial Management
      Validate the continued functionality of Financial Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Flow Designer

      Call a Workflow flow logic
      Reuse existing business logic by running a published and active workflow from a flow. Flow designers can use flow data as workflow inputs such as specifying the current record.
      Core attachment actions
      Use core actions to copy, delete, look up, and move attachments in the Attachments [sys_attachments] table.
      Do the following in parallel flow logic
      Branch a flow into blocks of actions and subflows that run in parallel.
      Do the following until flow logic
      Apply one or more actions repeatedly until an end condition is met. Flow designers can use flow data to specify the end conditions.
      End flow logic
      Stop running a flow from within a conditional flow logic block, such as an If, Else If, or Else flow logic block. Use this flow logic to stop flow execution when certain conditions are met.
      GlideFlow API
      Perform client-side interactions with actions, flows, and subflows. Flow designers must enable a flow, subflow, and action to be called from the client.
      Make a decision flow logic
      Use decision table branching logic in situations where multiple conditional paths are required, as an alternative to nested If, Else If, or Else flow logic. For example, inputs such as location, age, crash history, car make, car model, and car year will determine a level of insurance coverage. This logic can save time and present a more readable format than nested if conditions or switch case statements.
      Run As advanced option
      Choose whether the flow runs as System User or the user who initiates the session. Use the user who initiates the session option when the update should come from the user who triggered the flow. For example, comments to incident records that should come from the current user, or approval emails that should originate from the approver. Settings on a flow do not apply to child subflows. Flows created before the upgrade default to run as the System user, which means that the flows bypass normal access controls. New record-based flows default to run as the user who triggers the flow.
      FlowAPI
      Execute actions, flows, or subflows in server-side scripts using either blocking or non-blocking methods. Non-blocking methods enable the client to execute other code in the script without waiting for the flow to complete.
      Wait for a duration flow logic
      Pause a flow for a specified time period. Flow designers must specify the duration and schedule for the wait period.

      Governance, Risk, and Compliance

      The following accelerators are downloaded from the ServiceNow Store and activated in the core GRC applications (Policy and Compliance Management, Risk Management, and Audit Management:
      GRC: NIST CSF Use Case Accelerator
      The NIST CSF Use Case Accelerator gives customers an operational head-start when adopting the NIST CSF. When the accelerator is downloaded and activated in the GRC applications, pre-configured policies, scopes (profiles, profile type recommendations), indicators, risks, and other GRC elements appear.
      GRC: NIST RMF Use Case Accelerator
      The NIST RMF Use Case Accelerator gives customers an operational head-start when adopting the NIST RMF. When the accelerator is downloaded and activated in the GRC applications, pre-configured policies, scopes (profile, profile type recommendations), indicators, risks and other GRC elements appear.

      Guided Tour Designer

      Single callout placement
      The four directional callouts used to associate a tour step to a page element have been replaced by a single multidirectional callout. This multidirectional callout enables you to flexibly position your callouts so they point to an element from any direction.

      HR Service Delivery

      Case and Knowledge Management
      Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
      Preview a knowledge article with knowledge blocks
      Preview published knowledge articles with knowledge blocks by user and date. You can see how the article appears or hides block content based on the user criteria and date.
      Automated Test Framework for HR
      Validate the continued functionality of HR Service Delivery after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Note: When running, demo data is required.
      Employee Service Center
      Provide a single, unified portal for employees to get all the information, services, and help that they need.
      Note: Employee Service Center is also available as a standalone application.
      Employee to-dos page
      The to-dos page is where employees can view and complete all their to-dos on a single page in the Employee Service Center. You can configure the to-dos page by applying filters to show a user's approvals, content tasks, HR acceptances, HR tasks, and more.
      Employees requests page
      The requests page is where employees can view all their requests on a single page in the Employee Service Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases, and more.
      Employee knowledge page
      The knowledge page is where employees can browse knowledge articles and find answers to their questions in the Employee Service Center. You can associate one or more knowledge bases with the Employee Service Center.
      Employee catalog page
      The catalog page is where employees can request catalog items such as services and product offerings in the Employee Service Center. You can associate one or more service catalogs with the Employee Service Center.
      Employee live chat
      Employees can chat directly and in real-time with support agents in the Employee Service Center. When an employee initiates a chat, a pre-chat window appears and the employee selects a category that routes them to the appropriate chat queue. You can control what categories appear by configuring the pre-chat categories.
      Link the HR ticket page with the Employee Service Center
      If you are using Employee Service Center as part of HR Service Delivery, use the Portal Configuration module to link the HR ticket page with the Employee Service Center portal.
      HR ticket page
      If you are using Employee Service Center with HR Service Delivery, the HR ticket page is where users can view the details of an HR case. Different users have different views of the HR ticket page, and you can configure the HR ticket page header for individual HR services.
      Employee Forums
      Employee Forums help your employees connect, engage, and collaborate with other employees. Forums can be used to share business information, promote employee engagement, encourage ideas and feedback, and give your employees a voice.
      Add or modify task (to-do) content
      You can assign tasks to your employees as part of a campaign and, if needed, trigger additional content once a task is completed. To-dos can also be sent via email or posted to the Employee Service Center.
      Manage content for a campaign
      Campaign bundles and content can be edited after being published. Content can be removed or changed for employees that have not yet viewed it.
      Content Automation (campaigns) analytics
      Use Content Automation Analytics to view event-based reports measuring employee engagement with your Employee Service Center and campaign content engagement.
      Enterprise Onboarding and Transitions
      Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
      Monitor the status of a lifecycle event case
      Use activity set execution contexts to monitor the status of lifecycle event cases. You can report on the activity set contexts table along with the HR case table.
      Show activity sets timeline to the subject person on the HR ticket page
      If you are using Employee Service Center with Enterprise Onboarding and Transitions, you can show the activity sets timeline on the HR ticket page to the subject (subject person) of the lifecycle event case.
      Wait for generated tasks to complete before closing the activity set
      For lifecycle event activities that generate new tasks, you can wait for the generated task to complete before the activity closes.
      Employee Document Management
      Provide electronic storage and filing of employee documents. Security policies determine who can view and access employee documents. Retention policies determine how long employee documents should be retained and reduces compliance risks.
      Create or modify an employee document
      Employee Document Audit Trail provides insight into all actions for an employee document from creation, updates, and to the time it was purged.
      Employee document management bulk imports
      You can upload multiple employee documents from an external cloud storage or a local network directory to Employee Document Management.

      ITSM Agent Workspace

      ITSM Agent Workspace for Problem Management
      • All fields that are available on the ITSM problem form are available on the Agent Workspace problem form.
      • State transitions are not available on the Agent Workspace for Problem and Problem task records.

      ITSM Virtual Agent

      Additional ITSM Virtual Agent conversations
      Benefit from the following additional pre-built ITSM Virtual Agent topic conversation flows:
      • Escalate IT Ticket
      • Update Change Request
      • Identify Scheduled Changes
      • Create Problem
      • Identify Available Change Windows
      • Resolve Incident
      Out-of-the-box Virtual Agent Performance Analytics Solution
      Preconfigured Performance Analytics indicators and breakdowns for the Virtual Agent along with visualizations presented on the Virtual Agent Overview Dashboard.

      Import and export

      Concurrent imports
      Split incoming data into multiple import sets and transform the import sets concurrently to reduce processing time.
      You can partition import sets to maintain the processing order within each partition.
      WebSockets

      WebSockets are turned on by default. WebSockets connections may be limited by your network configuration. You can check your browser's compatibility by entering the following URL (you do not have to be logged on to an instance): https://yourinstance.service-now.com/$websocket_test.do.

      Incident Management

      Major incident workbench features
      • Access on-call escalation details: Access on-call roster and escalation details from the major incident workbench to reach out to a support group.
      • Make outbound calls from the browser : Make an outbound call from the Workbench UI to the device of the user by populating the sn_major_inc_mgmt.notify_webrtc_number property with a valid notify number that has voice capability.
      Associate similar incidents
      Associate the current incident to a similar incident or copy resolution notes to the current incident.
      • Add similar incidents: Find similar incidents to a current major incident so that the support teams can work on the parent record for a coordinated response process.
      • Similar incidents in contextual search : Use the Similar Incidents additional resource on the Incident form to search for and link similar incidents.
      Advanced Work Assignment for Incident plugin
      Activate the Advanced Work Assignment for Incidents (com.snc.incident.awa) plugin to automatically assign work items to agents based on their availability, capacity, and skills. Define work item queues, routing conditions, and assignment criteria that Advanced Work Assignment (AWA) uses to distribute work items. From the agent inbox, agents can see assignments, set availability, and accept or reject work items.
      Contextual search
      Use contextual search to view Knowledge articles relevant to the incident. On the Incident form, a choice list next to the Related Search field enables you to select a category such as Knowledge (All), Pinned Articles, Open Incidents, Resolved Incidents, and Open Major Incidents to indicate where you want to search for the entered text.
      Quick start tests for Incident Management
      Validate the continued functionality of Incident Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      New mobile app for Incident Management
      • Access work assigned to you or your group.
      • Add comments or work notes or reassign incidents.
      • Receive push notifications for incidents assigned or commented.
      • Review group workload for incidents by priority and state.
      • Approve or reject change requests, requests, and requested items.
      ServiceNow add-in for Microsoft Outlook
      Create an incident or VTB task in your ServiceNow instance from within Microsoft Outlook using the ServiceNow Add-in for Microsoft Outlook feature. This add-in lets you engage with IT directly from an email or, for IT users, quickly create an incident from an email and immediately assign it to the correct team. It also lets you create a VTB task.

      IntegrationHub

      Payload Builder step
      Enable action designers to easily create name-value pairs in JSON and XML payloads using dynamic data.
      SOAP step
      Enable action designers to send outbound SOAP web service requests to external systems.
      Slack spoke
      Use Slack APIs to post messages and manage access to channels. Authorize spoke actions with OAuth tokens. The webhook-based spoke from the previous release has been renamed to the Slack webhooks spoke. Only the new spoke supports Slack APIs and OAuth.
      Microsoft SCCM spoke
      Automate management of user collections, device collections, and application deployments on a Microsoft System Center Configuration Management (SCCM) server.

      Knowledge Management

      Guided setup
      Follow step-by-step instructions to configure Knowledge Management on your instance. Perform structured configuration activities and monitor your progress.
      Ownership groups
      Create ownership groups to own knowledge articles and maintain article quality, manage approvals, and ensure the timely resolution of feedback.
      Full-sized images
      Open an image from a knowledge article on the Knowledge Management Service Portal article view page to view a full-sized image.
      Domain enhancement to user criteria diagnostics
      Displays whether a user has access to a knowledge article or knowledge base based on their domain.
      Facets for glide list field types
      Configure facets for glide list field types on the Knowledge Service Portal search results page.
      Import a Word document using the platform UI
      Create a knowledge article by importing a Word document directly using the platform UI.
      Multi-language search facet
      Select which languages to display your search results using the language facet in the Knowledge Management Service Portal.
      Performance improvements to scripted user criteria
      Evaluates user access to knowledge bases once per session if scripted user criteria is defined for a knowledge base. If the script results in changes after a session cache is built, the result takes effect in the next session. Changes to a user's role, groups, company, location, or department take immediate effect.
      Extension points for Knowledge Management plugins
      Use UI extension points to customize knowledge article headers and footers and article feedback notification emails. Use scripted extension points to customize the article subscription email template.
      Quick start tests for Knowledge Management
      Validate the continued functionality of Knowledge Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Preview a knowledge article with knowledge blocks
      Preview a knowledge article with knowledge blocks by user or, if published, date. For an unpublished article, you can preview the article by user by impersonating different users to see how the article displays or hides block content based on the user criteria set at the knowledge base and knowledge block level. For published articles, you can preview the article by both user and date to see how the article appears in past versions for different users.

      MID Server

      TrustStore configuration parameters
      Sets the path to the trustStore for the MID Server to use and defines the trustStore password for HTTPS connections with the Asynchronous Message Bus (AMB) Client.
      • mid.https.truststore.path
      • mid.https.truststore.password

      Notifications

      Email client configurations
      Control how your email client works:
      • Use email client configurations to manage the behavior of your email client. Each configuration consists of different email controls for setting the allowable email recipients and email addresses and for defining the allowable sender (From) email addresses.
      • Use the Email Client Template (enhanced for this release) to define the default content for an email client message. The template provides a Sender Configuration tab for specifying how the sender email address (From field) is generated. You can choose from four different configuration methods: SMTP, Select from List, Script, or Text.
      Multiple email readers
      Organize your email accounts into email account groups (subsets of email accounts) for processing by multiple email reader jobs. Activate this feature with the glide.email.inbound.account_group_processing property and assign your email accounts to email account groups.

      Notify

      Notify-Twilio Direct driver
      A new Migrate Now button for one-click migration from the legacy driver to the new Notify-Twilio Direct driver is provided.
      Notify Properties module
      Updated Notify properties have been added such as phone numbers to send SMS messages or to allow on-call users to directly call people on the rosters from a browser.
      Advanced SMS features
      Configure bulk SMS messages to reach multiple lists of users with only one API request through the Twilio Notify integration and intelligent SMS handling to send SMS messages using alphanumeric IDs.
      Advanced Voice features
      Answering Machine Detection (AMD) enables you to determine whether a human or a machine has picked up an outbound voice API call so you can tailor your call flow accordingly.
      WebRTC Calls
      Make outbound calls from the browser On-Call and MIM Workbench interface.

      On-Call Scheduling

      User interface for on-call schedules
      Review, manage, and correct gaps or conflicts in your on-call schedule from a single view. On-call managers and members can use this interface to view and maintain on-call schedules.
      Coverage gaps and conflicts for a shift
      Review gaps and conflicts in a shift to ensure proper support coverage. Possible reasons for gaps are:
      • Time-off without coverage
      • User has been moved out of the group
      • User is marked as inactive

      A conflict is possible if the same user is assigned as the primary and secondary point of contact for a shift.

      Group managers and delegated shift managers can view these gaps and conflicts using any of the following options:
      • Info icon for a shift in the calendar view of the on-call calendar
      • Info icon for a shift in the timeline view of the on-call calendar
      • Info icon for a shift on the On-Call Schedules landing page
      • Pending Actions section of the On-Call Schedules user interface
      Scheduled job for weekly gaps and conflicts report
      Send a weekly report of gaps and conflicts in on-call schedules to the respective admin, shift managers, and group managers using the On-Call Gaps Conflicts Report.
      Group Preferences module
      Use this module to set the following group preferences for your group's on-call shift:
      • Shift overlap and escalation rule for overlaps
      • Time-off request approval
      • Shift managers
      Overlapping shifts
      Create overlapping shifts to have a hand-off period between shifts. With this capability, multiple shifts can be on-call during the same time and on-call members from multiple shifts can be contacted. Overlapping shifts for a group are displayed as different shift cards on the On-Call Schedules landing page.
      Custom escalation policy type and escalation designer
      Use the custom escalation type for a shift to customize the escalation process. After setting the custom escalation type, use the escalation designer to customize the escalation details for each step of the process. These customizations are also reflected in the escalation path of a roster.
      Roster and escalation details
      View the roster and escalation details of a group using any of the following options:
      • Shift cards on the On-Call Schedules landing page.
      • On-Call section in the Overview tab of the On-Call Schedules user interface.
      • Summary tab on the Major Incident Management workbench.
      • UI action on the Incident form.
      Deletion or replacement of coverage on the calendar
      Use the Delete coverage or Replace coverage UI actions to delete or replace a coverage from the on-call calendar.
      Weekday for starting the roster rotation
      Use the Day of week for rotation field on the Roster form to specify the weekday on which the roster rotation should start. When this field is specified, the roster rotation is set based on the specified frequency, start date, and weekday.
      Escalation in conference calls
      Set the com.snc.iam.conference_call_follow_on_call_escalation property to true to set an automatic escalation hierarchy in conference calls initiated from an Incident Communication Task. When you add a user group to the call, the group itself is added to the call, and the escalation hierarchy is followed once you start the call. This feature is applicable only when the Incident Communications Management (com.snc.iam) plugin is active.
      On-Call Scheduling properties
      Use the On-Call Scheduling > Administration > On-Call Properties module to access commonly used On-Call Scheduling properties that are organized into logical groups.
      OnCallRotation
      Use the following methods of the OnCallRotation () global API to manage overlapping shifts and custom escalation in on-call schedules:
      • getPrimaryUsers()
      • getPrimaryUserByRota()
      • getPrimaryUserNameByRota()
      • getEscalateesAt()

      Operational Intelligence

      Self-health monitoring
      Monitor essential Operational Intelligence components and processes, and generate alerts about potential issues. Operational Intelligence uses pre-configured self-health monitors for Event Management which enables you to proactively remediate issues and minimize data loss.
      Quick start tests for Operational Intelligence
      Validate that Operational Intelligence still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

      Performance Analytics

      Analytics Hub
      The Analytics Hub is the central interface where you assess, compare, and predict the performance of an indicator over time. Set on the indicator record whether that indicator is to be included in the Analytics Hub.

      The Analytics Hub replaces the Detailed Scorecard.

      New API for dynamic retrieval of analytics in formula indicators
      The new methods retrieve calculated values from the Analytics Hub for use inside a formula indicator. The values are retrieved dynamically, as you change your selections in the Analytics Hub. This API simplifies scripting formulas, especially for indexing multiple indicators, getting changes in scores, or filtering particular breakdown and element combinations.
      KPI Composer application on ServiceNow Store
      KPI Composer ensures that your performance management strategy aligns with business goals and has support from executive sponsors. Use KPI Composer to bridge the gap between defining your performance measurement strategy and the realization of that strategy from within Performance Analytics. Start with your business goals and plan all your components through indicators up to the final dashboards.

      Platform security

      Instance security center
      Monitor the compliance level of instance security controls, view security event monitoring metrics, and configure and maintain instance security settings all from within the Instance Security Center. The Instance Security Center consolidates several key security components into a single control console that helps you detect, protect, and respond to instance-based security events.

      Policy and Compliance Management

      Quick start tests for GRC: Policy and Compliance Management
      Validate the continued functionality of GRC: Policy and Compliance Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Attestation question bank
      Compliance managers can add questions or categories from a control attestation to a question bank. Conversely, they can build a control attestation by adding questions and categories from the question bank.

      Problem Management

      Problem Management Best Practice — Madrid plugin
      Use the Problem Management Best Practice — Madrid plugin to identify the cause of a service interruption reported by significant or recurring incidents. The plugin provides roles for problem management, including a problem coordinator, problem manager, and problem administrator. It also provides fields to record the category, identify where the issue was first reported, the workaround, the cause notes, and the fix notes. The plugin also searches for and attaches knowledge articles.
      Problem Management Best Practice — Madrid — State Model plugin
      Use the Problem Management Best Practice — Madrid — State Model plugin to support state management. State management controls how a problem or problem task moves through a predefined list of states.
      Problem Management Best Practice — Madrid — Knowledge Integration plugin
      Use the Problem Management Best Practice — Madrid — Knowledge Integration plugin to identify the cause of a service interruption reported by significant or recurring incidents. The plugin provides the ability to create Known Error articles for incident deflection (requires activation of the Knowledge Management Advanced plugin).
      State management
      Manage a problem throughout its life cycle using these states: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.
      Roles
      • Work on a problem and manage it through its life cycle with the Problem Co-ordinator [problem_coordinator], Problem Manager [problem_manager], and Problem Admin [problem_admin] roles.
      • Configure problem management settings and act as a problem coordinator with the Problem Manager [problem_ manager] and Problem Admin [problem_admin] roles.
      • Manage and delete problems and problem tasks with the Problem Admin [problem_admin] role.
      Properties
      Use properties to control features such as creating a problem task on a closed problem or re-analyzing a closed or canceled problem.
      Business rules
      The following business rules have been added for Problem:
      • Set State variables on Scratchpad
      • Update fields when Problem is Confirmed
      • Copy related records to original Problem
      • Update fields on Problem Closure
      • Update fields when Problem is Resolved
      • Raise an event when State changes
      • Cascade closure of Problem Tasks
      • Update fields on Re-analyzing a Problem
      • Sync Workaround fields
      The following business rules have been added for Problem Task:
      • Set state in scratchpad for Problem Task
      • Check if problem task can be created
      • Check related Problem Task closure
      • Update re-assess (reopen) fields
      • Update Closed fields
      • Update Started fields
      • problem_task events
      UI policies
      The following UI policies have been added for Problem:
      • Show 'Workaround' when 'Workaround applied' is checked - Modal View
      • Make Problem State read only
      • Hide Resolution Code when state is not resolved or closed
      • Hide Duplicate of when Resolution code is not Duplicate
      • Hide 'Workaround communicated' and 'Workaround communicated by' fields when they are empty
      • Hide 'Fix communicated by', 'Fix communicated by' fields when they are empty
      • Show 'Workaround applied' only when 'Resolution code' is 'Risk Accepted'
      • Hide Closed By, Closed, and Close notes when Resolution Code is None
      • Hide 'Last reopened by', 'Last reopened at' fields when they are empty
      • Make 'Workaround' mandatory when 'Workaround applied' is checked
      • Hide Subcategory when Category is none
      • Priority is managed by Data Lookup - set as read-only
      The following UI policies have been added for Problem Task:
      • Hide Other Reason when Cause code is not other
      • Hide Vendor when Cause code is not Vendor Issue
      • Hide Close code when State is not Closed
      Data policies
      The following data policies have been added for Problem:
      • Make 'Duplicate of' mandatory when 'Resolution code' is 'Duplicate'
      • Make 'Cause notes' mandatory when State is 'Fix in Progress'
      • Make 'Fix notes' mandatory when State is 'Fix in Progress'
      • Make 'Canceled reason' mandatory when Resolution code is 'Canceled'
      • Make 'Assigned to' mandatory when State is one of 'Assess', 'Root Cause Analysis', 'Fix in Progress', 'Resolved' or 'Closed'
      • Make 'Risk accepted reason' mandatory when Resolution code is 'Risk Accepted'
      • Make 'Resolution code' mandatory when State is 'Resolved'
      • Make 'Resolution code' mandatory when State is 'Closed'
      The following data policies have been added for Problem Task:
      • Assigned to is required when state is one of 'Assess, Work in Progress or Closed' and Close code is not 'Canceled'
      • Fix notes is required when state is Closed Completed for RCA task
      • Cause code is required when state is Closed
      • Close notes is required when state is Closed for General task
      • Close notes is required when state is closed canceled for rca task
      • Vendor is required if Cause code is Vendor Issue
      • Other reason is required when Cause code is Other
      Notifications
      The following notifications have been added for Problem:
      • Problem Fixes Closed
      • Problem Tasks closed
      Script includes
      The following script includes have been added:
      • ProblemState
      • ProblemStateSNC
      • ProblemStateUtils
      • ProblemStateUtilsSNC
      • ProblemTaskState
      • ProblemTaskStateSNC
      • ProblemTaskStateUtils
      • ProblemTaskStateUtilsSNC
      • ProblemUtilsClientsSNC
      • ProblemV2Util
      • ProblemV2UtilSNC
      Known Error articles
      Use Known Error articles as reference material. The Known Error articles document the root cause and the workaround of the Problem to help with deflecting Incidents.
      Contextual search
      Use contextual search to view Knowledge articles. On the Problem form, a choice list next to the Related Search field helps you select a category, such as Knowledge (All), Pinned Articles, Incidents, Open Problems, and Resolved Problems in which you want to search for the entered text.
      Communicate outcome
      Communicate workarounds and fixes using related links, which notify related incidents that a workaround or fix is available.
      Quick start tests for Problem Management
      Validate the continued functionality of Problem Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Project Portfolio Management

      Rate Model
      Use the Rate Model feature to derive date-effective, criteria-driven hourly rates for calculating planned and actual costs for a project or demand. The labor rate cards are based on the user attribute only, but the rate model provides options to define rates based on resource, group, user, and other attributes from various entities. It helps to determine resource costs (requested, confirmed, and allocated) associated with a project or demand. When a resource working on the project submits a time sheet, the rates are picked from the associated rate model.
      Resource Management
      • Derive hourly rates from the rate model during resource plan Request, Confirm, or Allocation stages.
      • Derive hourly rates for an operational resource plan using the Rate Model field on the operational resource plan form.
      • Use the com.snc.resource_management.plan.auto_async_threshold resource property to set the maximum number of daily resource allocation records that should be considered in synchronous mode during confirmation and allocation. The property improves the system performance when the number of allocation daily records is more than the value set in the property.
      • Use the com.snc.resource_management.plan.max_duration resource property to restrict the maximum number of days for which a resource plan can be created.
      PMO Dashboard
      Use the PMO dashboard to view trends of historical data as well as regular reports for your portfolios, programs, and projects. The dashboard is not available in Teamspaces.
      Investment Portal
      • View the details of a demand from the demands list in the Timeline tab.
      • Open a project in the Planning tab in the Project Workspace from the projects list in the Timeline tab.
      • View the details of a cost plan from the cost plans list in the Financials tab.
      • Configure the default list of active investment widgets included on the new boards and on the existing boards that do not have widget selection configured.
      Project Management
      • Associate a rate model with a project to derive hourly rates for the resource plans and time cards associated with the project.
      • Compare financial baselines to see the differences in the financials of a project between the two baselines.
      • Change the planned start date of a project using the Move project feature from the Planning Console or Project form.
      • When importing a Microsoft Project file into a project with subprojects on the ServiceNow instance:
        • The WBS order of imported tasks is regenerated after import.
        • The Planned Start Date and Planned End Date of the parent project are rolled up.
        • The State of the parent project and tasks are rolled up.
        • The % Complete on the top task is rolled up.
      • To view the project name of an external dependency, point to the link icon (Link icon) in the Planning Console.
      Demand Management
      • Associate a rate model with a demand to derive hourly rates for the resource plans associated with the demand.
      • Compare financial baselines to see the differences in the financials of a demand between the two baselines.
      • Define the business investment for a demand using the Investment Class and Investment Type fields in the Demand form.
      • Trigger a notification email to the portfolio stakeholders when an assessment is sent to them by moving a demand to Screening.
      Quick start tests for Project Portfolio Management
      Validate the continued functionality of Project Portfolio Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Reporting

      Quick start tests for Reporting
      Validate the continued functionality of Reporting after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Risk Management

      Quick start tests for GRC: Risk Management
      Validate the continued functionality of GRC: Risk Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Risk assessment question bank
      Risk Managers can add questions or categories from a risk assessment to a question bank. Conversely, they can build a risk assessment by adding questions and categories from the question bank. Risk managers can copy the whole risk assessment.
      Continuous monitoring for vulnerabilities with public exploits affecting critical business services
      Through integration with Vulnerability Response, risk administrators, managers, or users can monitor critical vulnerabilities through indicators, which enables them to observe the effect on risk posture.

      Safe Workplace Dashboard

      Create a campus to appear on the Safe Workplace Dashboard
      Create a campus from existing locations to appear on the Safe Workplace Dashboard. You can route the following information to the Safe Workplace Dashboard and display this information by campus:
      • Employee health and willingness to return to work.
      • Building readiness.
      • Personal protective equipment inventory.
      • Active contact tracing cases.
      • Potentially exposed contacts under investigation.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Set up Safe Workplace Dashboard alerts
      Set up alerts to track when PPE inventory falls below a threshold, the number of employees who want to return, and the number of employees who are denied entry to work sites.
      Stay updated with the COVID-19 Global Health Data Set
      Display global COVID-19 information on request in the Safe Workplace Dashboard. View the collected data by date ranges, locations, state/provinces, and countries. Build reports or export the data to use for your own analysis.

      Scaled Agile Framework (SAFe)

      Portfolio SAFe
      Use Portfolio SAFe to align your organizational goals and strategies with your portfolios, and apply lean and agile principles to manage and deliver the portfolio work.

      Portfolio SAFe works at three levels for portfolio managers, product managers, and team members.

      At the Portfolio level, portfolio managers can capture and prioritize epics in a centralized backlog, and monitor the progress of epics in a visual task board.

      At the Agile Release Train (ART) level, product managers can capture, prioritize, and monitor features that are broken out from epics.

      At the Team level, team members can implement stories that are broken out from features.

      Bulk actions
      Perform any action on a set of features in the ART backlog, and on a set of stories in the Team backlog. Bulk actions save you time and effort since you are not required to edit each record (feature or story) separately.
      For more information on performing bulk actions:
      • On the ART backlog, see Manage your ART backlog.
      • On the Team backlog, see Manage your team backlog.
      Quick start tests for Essential SAFe
      Validate the continued functionality of Essential SAFe after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
      Performance Analytics Content Pack for Essential SAFe
      Install the Performance Analytics Content Pack for Essential SAFe application from the ServiceNow Store. Performance Analytics Content Pack for Essential SAFe contains preconfigured dashboards with data visualizations that help you improve your SAFe processes and practices.

      Security Incident Response

      Features available from the ServiceNow Store:

      Enhancements to User Reported Phishing
      This release includes significant enhancements to the existing User Reported Phishing functionality. You can:
      • Aggregate duplicate or similar user reported phishing submissions to a single incident and consolidate incident response actions.
      • Extract email headers from .eml attachments or the body of the email.
      • Display email headers in a Related List in the security incident record.
      • Report phishing emails through the service catalog.
      • Configure how the email header information is extracted from the email body. You can choose to:
        • Extract all email headers or select some of them.
        • Aggregate similar email submissions as child security incidents to an existing parent security incident.
        • Specify the order in which the email ingestion rules are applied.
      Note: This enhancement is implemented through a new design that replaces the existing design. For installation instructions, see the Required Component and Plugins section in Enhancements to User Reported Phishing.
      Splunk Enterprise Security Event Ingestion for Security Operations
      Splunk Enterprise Security Event Ingestion for Security Operations provides an ability to ingest Splunk notable events to create security incidents. This integration enables both automated ingestion and manual forwarding or notable events to ServiceNow, Inc.for event field mapping, filtering, and aggregation capabilities. It also provides capabilities to update the notable events based on the security incident status changes, including automated close-out of notable events.
      Security Incident Response
      You no longer need to wait for the platform family release of Security Incident Response to enjoy new features, updates, and fixes. The latest version of Security Incident Response is published in the ServiceNow Store and available for download.
      Setup Assistant is part of the Security Incident Response plugin available in the ServiceNow Store
      Download Setup Assistant from the ServiceNow Store for a simple, step-by-step approach to setting up Security Incident Response. Setup Assistant helps you discover which capabilities of Security Incident Response require configuration, identify what permissions are required to configure these capabilities, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Security Incident Response and associated integrations quickly and efficiently.
      Sighting Search for Phishing and Malware Response
      Perform sighting searches on emails or observables to determine how often certain types of attacks, such as user-reported phishing attacks or communications with a malicious IP address or URL, occur in your network. As you start analyzing a phishing incident, you can use this feature to identify other users in your organization who are impacted by the same phishing attack by clicking the phishing link.
      Flow Designer and Actions for Incident Response playbooks
      Using the Flow Designer, security administrators and flow design authors can more easily transition from manual or undocumented playbooks to automated and repeatable playbooks using an intuitive and flexible drag-and-drop experience, as well as condition checks, parallel branching, decision tables, and more.
      Performance Analytics SOC Efficiency dashboard
      If you have the sn_si.analyst or sn_si.manager roles, you can use this dashboard to improve analyst efficiency and get a picture of how the security operations center (SOC) is performing in general and specific areas over time. You can use the dashboard to:
      • View metrics that help measure the individual performance of the security analysts.
      • Measure the overall response time of the SOC in addressing valid security incidents.
      • View risk scores to assess the amount of risk reduced through incident response actions.
      • Get better insight into the incident analysis stage to analyze bottlenecks in the incident response procedures.
      Malware playbook flow template
      If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware playbook flow template to accelerate the design of this playbook. Automate the steps for handling malware alerts from the endpoint or the network.
      The flow template includes trigger conditions and a sequence of actions and subflows that are annotated for readability. You can drag objects, include condition checks, parallel branching, decision tables, and more within your template and resolve malware attacks quickly and efficiently.

      Service Catalog

      Multiple catalog support in Service Portal
      Enable requesters to browse and search for items across multiple catalogs by adding these catalogs to the Catalogs related list when configuring a portal.
      Portal settings
      Define the catalog item behavior in Service Portal using portal settings. You can configure the following settings for a requester:
      • Request method.
      • Display of the quantity and delivery time of the item.
      • Options to add an attachment to the item, or make the attachment mandatory.
      • Options to add the item to the wish list or cart.

      When you upgrade to Madrid, if the No cart or No quantity fields are already selected in the Now Platform®, a migration script propagates these settings to the portal settings.

      My Requests menu in Service Portal
      Enable requesters to view open or closed requests, incidents, and tasks in Service Portal using the My Requests menu. This menu uses the My Requests (my-requests-v2) widget that is based on the filter conditions and display settings defined in the My Request Filter module.
      Service Catalog enhancements for Automated Test Framework
      • Write automated end-to-end tests for requester flows to validate the following for Service Catalog:
        • Order guide in Service Portal.
        • Multi-row variable sets of a catalog item in Service Portal.
        • Variable editor in the Now Platform®.
        Note: When you upgrade or modify an instance, run these tests to confirm that the instance still works as designed.
      • All Service Catalog step configurations support parametrized tests.
      Mobile experience for a fulfiller
      Approve catalog requests, requested items, or change requests using the ServiceNow Agent application.
      User Criteria Diagnostics
      Debug whether a user can access a catalog item based on the associated user criteria and fix issues without contacting ServiceNow Technical Support.
      Regular expressions for variable validations
      Use a regular expression (regex) to validate the value that is entered for a Single Line Text or Wide Single Line Text variable.
      Request cloning in Service Portal
      Clone a submitted request by selecting multiple users in the Also request for list of the Additional Actions section.
      Embedded catalog approval request within the Outlook email client
      Embed an interactive approval request for service catalog requests and requested items in the email notification sent to a user. The user can accept or reject the approval request from the email client.
      Enhanced scoping support
      Reference any request item variable from a script in a scoped environment.
      Response parameters for methods in Service Catalog REST API
      Use the parent_id and parent_table parameters that are added in the response body of the following methods:
      • checkout
      • checkout_guide
      • submit_order
      • submit_producer
      • order_now

      Service Level Management

      SLA offline support
      Provides support for accurate SLA timing for tasks updated from the ServiceNow mobile client while offline. Field service agents sometimes work offline at customer locations, and updates to their tasks are cached on their mobile devices. The data can be synchronized and repaired as needed when the field service agent is back online.
      Maximum allowed duration for SLAs
      In the Maximum duration allowed in SLA Definition (com.snc.sla.maximum_duration) property, specify the maximum time that an SLA can run. The default is 1095 days (3 years).

      Service Mapping

      Support for huge payloads
      Attention: The method used by the MID Server to prevent out-of-memory errors when handling very large payloads did not perform as well as anticipated. These controls were removed from Madrid Patch 1 for additional development and will be restored later.
      Configure the MID Server to temporarily save data used during pattern-based discovery in files on the MID Server instead of in random-access memory (RAM). Once Discovery and Service Mapping finish discovering and identifying the configuration items (CIs), the data used for discovery is saved from the MID Server.
      Quick start tests for Service Mapping
      Validate that Service Mapping still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

      Service Portal

      Error messages appear for invalid TinyMCE property configurations
      View an error message when you enter an invalid entry for TinyMCE toolbars, fonts, and font families.
      Use multifactor authentication with Service Portal
      Configure your instance to support multifactor authentication for login in Service Portal. If you configure your instance to require multifactor authentication, your users are automatically directed to set up multifactor authentication upon initial login. For setup instructions, see Set up multifactor authentication upon initial login. If multifactor authentication is optional on your instance, your users can still enable or disable authentication from their user profile.
      Use date picker with screenreader and keyboard
      Access date picker in Service Portal via screen reader, mobile screen reader, mouse and keyboard, and touch devices.
      Activate La Jolla theme branding
      Activate the Service Portal La Jolla brand to apply the latest ServiceNow branding, which meets WCAG-AA standard for color contrast. This plugin is active by default on new instances, but you must activate the plugin on instances that are upgraded from earlier versions.
      Performance Analytics Content Pack for Service Portal
      The Performance Analytics Content Pack for Service Portal enables service delivery executives to improve user engagement with your organization's portals by tracking the usage of portals in preconfigured indicators and data visualizations. For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

      Service Portfolio Management

      Service Level Management
      Service Level Agreement (SLA) commitment support functionality is added to Service Portfolio Management by integrating with ServiceNow® Service Level Management.

      ServiceNow mobile

      ServiceNow Agent mobile app
      Access an instance on a mobile device using the new iOS and Android native mobile apps.
      Configure the new mobile app using ServiceNow Studio
      Use ServiceNow® Studio to configure applications, applets, screens, and other mobile features for the native mobile app.
      Mobile application and modules
      The new mobile application includes new modules and tables in the platform. However, configuring an app in Studio provides a more secure configuration, so most configuration should take place in Studio. Only use modules in the platform for more advanced customization such as creating scripted conditions or carried parameters.
      Push notifications
      Receive push notifications on your mobile device for events that you are following, such as a work task assignment or record.
      Location tracking
      Turn on location tracking from your mobile device and in the mobile app so that you can keep a record of where you were when you last worked on an instance
      Offline mode
      Access and submit actions to records even if you do not have an internet connection.
      Screen UI policies
      Use screen UI policies to control whether a field is mandatory or visible on a screen, depending on the conditions that you define for the policy.
      New mobile app for Incident Management
      • Access work assigned to you or your group.
      • Add comments or work notes or reassign incidents.
      • Receive push notifications for incidents assigned or commented.
      • Review group workload for incidents by priority and state.
      • Approve or reject change requests, requests, and requested items.
      Field Service Mobile
      Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your device will sync information when it next connects.
      Mobile experience for Approvals
      Approve catalog requests, requested items, or change requests from anywhere using the ITSM ServiceNow Agent application.

      Software Asset Management

      Watch this five-minute video for an overview of the new Software Asset Management features for the Madrid release.

      SAP publisher pack
      • Use the SAP publisher pack to identify user access and named user assignments in a SAP environment to compare against signed SAP contracts. Identify non-compliant scenarios for named user licensing and optimize named user assignments based on user attributes.
      • SAP dashboard using Performance Analytics is activated with this publisher pack to forecast compliance and consumption.
      License Workbench
      Use the License Workbench to view reconciliation results for a given publisher from a single location to remediate compliance without clicking through the hierarchy of results.
      Normalization and Content Service dashboard
      Use the Normalization and Content Service dashboard to see current normalization rates and health of the content service in one view.
      Reclamation by software last-used date
      Identify and reclaim unused software using the last-used (activity) date as a proxy for usage metering data. The software last-used date can be collected using SCCM 2016 or SCCM 2012.
      Quick tests for Software Asset Management
      Validate the continued functionality of Software Asset Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Subscription Management

      Support for platform subscriptions that include custom table entitlements
      Use the Subscriptions module to allocate custom tables that are created in a production instance against custom table entitlements in certain subscriptions. A usage administrator allocates custom tables only if a subscription contains custom table entitlements.

      System Clone

      Admins can roll back a clone

      Roll back clones for up to seven days from the date a cloning completes.

      Test Management 2.0

      Test Board
      Track, manage, and complete your testing activities from an intuitive user interface called the Test Board.
      • Aggregate all your test plans and view them as cards in a single location. At a glance, you can review key details of your test plans, such as start date, end date, and percentage of tests that have passed and failed.
      • Create a test plan in the Test Board, and structure the test plan in the Planning tab. The Planning tab is built from the Test plan work item hierarchy and Gantt chart components.
      • Break down the test plan into phases to precisely plan what must be tested and when.
      Standalone test execution suite
      Use the Test Execution Suites module to create a short test plan. This is useful when your testing effort is minimal and you do not want to go through the overhead of creating a test plan and a test cycle for a test execution suite.
      Quick start tests for Test Management 2.0
      Validate the continued functionality of Test Management 2.0 after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Threat Intelligence

      Threat Intelligence
      You no longer need to wait for the platform family release of Threat Intelligence to enjoy new features, updates, and fixes. The latest version of Threat Intelligence is published in the ServiceNow Store and available for download.
      Threat Intelligence Integrations
      The latest versions of third-party malware-detection software packages that integrate with Threat Intelligence are now available for download on the ServiceNow Store.

      Time Card Management

      Reject a time sheet
      Use the Reject button on the Time Sheet Portal to reject a time sheet. Pre-Madrid, the Reject button was available only on the Time Sheet form.

      Trusted Security Circles

      Trusted Security Circles
      You no longer need to wait for the platform family release of Trusted Security Circles to enjoy new features, updates, and fixes. The latest version of Trusted Security Circles is published in the ServiceNow Store and available for download.

      UI

      Themes
      Select from two new themes in the system settings window. The cobalt and cobalt contrast UI themes use the same styles as the previous UI.
      Theme previews (under System Settings > Themes) have been updated so that the colors are determined by three configurable variables. The following variables provide the colors for the theme preview.
      • $navpage-header-bg
      • $navpage-header-color
      • $nav-highlight-bar-active
      For more information on customizing a theme, see Create or customize a theme.
      Base theme property
      Change the base theme for the main content on the page. Find the Selected base theme [glide.ui.base_theme.selected_theme] by navigating to System Properties > Basic Configuration UI16. Only the main content on the screen (any content not included in the application navigator and the banner frame) is updated with this theme. Choose from:
      • La Jolla: The default base system theme. The properties for this theme are consistent with the new branding.
      • Cobalt: The properties for this theme match the previous branding.
      Keyboard shortcut preferences
      Determine which keyboard shortcuts are available to users from the list of user preferences.

      Vendor Risk Management

      Vendor assessment resubmission process
      Vendor risk managers or assessors can return assessments to vendors with comments explaining the need for further information. Vendors can resubmit the requested responses and also communicate with the vendor risk manager through comments in the Notes and Comments section under a Questionnaire or Document Request. This real-time communication provides an easier and more timely resubmission of the assessment.
      Issue creation based on response
      Using issue generation rules, issues can be created automatically when a vendor selects the incorrect answer. Vendor risk managers can also create issues manually during review of the vendor response.
      Vendor risk assessment question bank
      Vendor risk managers can add questions or categories from a questionnaire, document request, or tiering questionnaire to a question bank. Reversely, they can build a questionnaire, document request, or tiering questionnaire by adding questions and categories from the question bank. Vendor risk managers can copy the whole questionnaire, document request, or tiering questionnaire.

      Virtual Agent

      Messaging integration with Workplace by Facebook
      Install and configure the Virtual Agent integration for the Workplace messaging application. End users must link their ServiceNow accounts to the Workplace integration before they can use the Virtual Agent bot in Workplace.
      No-code topic authoring in Virtual Agent Designer
      Use no-code controls during conversation design instead of using JavaScript for:
      • ServiceNow (GlideRecord) queries
      • ServiceNow (GlideRecord) inserts and updates
      • Dynamic display logic
      • Decision branching logic
      Virtual Agent Overview dashboard
      Monitor conversation usage with the Virtual Agent Overview dashboard, which provides data visualizations of usage information collected daily and weekly. This dashboard is part of the Out-of-the-box Performance Analytics Solutions.

      Vulnerability Response

      Features available from the ServiceNow Store
      Vulnerable Item detections
      Version 10.0: Import all scanner findings as detections to give you better visibility. Preserving these findings allows you to reconcile the data between the scanner and what you imported into Vulnerability Response.
      Performance Analytics for Vulnerability Response enhancements
      Version 10.0: View both data trends and certain reports in real time using improved Performance Analytics for Vulnerability Response. Visually display all of your vulnerable item activity on the Vulnerability Management [PA] dashboard using Performance Analytics for Vulnerability Response. Separate subscription required.
      Reapply assignment rules
      Version 10.0: Assignment rules can also be reapplied to existing Open VIs on-demand, or automatically on a scheduled basis using the Reapply all vulnerability assignment rules scheduled job. Reapplying ensures VIs reflect the latest rule changes or ownership updates in the CMDB"
      Reapply vulnerability group rules
      Version 10.0: Use the Reapply button on the vulnerability group rule page to rerun the changed rule on all active Open vulnerability groups created by that rule.
      Auto delete rules
      Version 10.0: Delete vulnerability item (VI) and vulnerability group (VG) records without archiving them, using Auto Delete Rules.
      Vulnerability reference on the vulnerability group form
      Version 10.0: Added a reference to the vulnerability on the vulnerability group form.
      Automatically update group state, risk score and metrics
      Version 10.0: Use the Update status related link in the vulnerability, solutions, and vulnerability group forms.
      Enhanced vulnerable item age calculation and display
      Version 10.0: An enhanced Age column ('Age') is inserted into the Vulnerable Item table upon upgrade or install to v10.0 and replaces the Age column previously used to calculate VI age. VI age is calculated more efficiently on-demand and displayed with more significant digits in Day/Hour/Minute format.
      Enhanced Change management for Vulnerability Response
      Version 9.0: Create change requests directly from vulnerability groups with ServiceNow® Change Management for Vulnerability Response to expedite your remediation of vulnerabilities. This feature tightly integrates Vulnerability Response and ServiceNow®ITSM Change Management and provides customers with the following capabilities:
      • Create pre-populated change requests of varying types (emergency, standard, or normal).
      • Associate vulnerability groups to existing change requests.
      • Split large vulnerability groups into manageable chunks.
      • Resolve vulnerability groups automatically after change requests are implemented using automated state synchronization.
      Software exposure assessment using Software Asset Management (SAM)
      Version 9.0: With the Exposure Assessment module, determine your exposure to a specific software package by looking up the publisher, product name, and version number in the ServiceNow Software Asset Management (SAM) product. As an option, create vulnerable items to remediate vulnerabilities.
      Vulnerability Solution Management
      Version 8.0: Automatically correlate the vulnerabilities in your environment with the solutions that would remediate them. Identify the remediation actions that apply to your environment and prioritize them by the greatest reduction in vulnerability risk.

      Available as a separate subscription within Vulnerability Response, Vulnerability Solution Management contains the Microsoft Security Response Center Solution Integration.

      Preferred Solutions in vulnerability, vulnerable item, and vulnerability group records are derived from the Microsoft Security Response Center Solution Integration imports and not third-party vulnerability integrations.

      Preferred Solution values can be set on the vulnerable item or the vulnerability. When set on the vulnerability, all vulnerable items associated with the vulnerability inherit that solution.
      Note: Preferred Solution values at the vulnerability level are cleared if multiple highest-supersedence solutions exist for a vulnerability, since that solution depends on the affected asset. When multiple highest-supersedence solutions exist for a vulnerability, set a Preferred Solution on the vulnerable item.

      Common Vulnerability Exposure (CVE) vulnerabilities with long summaries can cause excessive cell heights in the vulnerability list view on solution records.

      Risk Score calculator enhancements
      Version 8.0: Configure your calculators with finer granularity. For example, you can incorporate vulnerability severity, exploit and asset information. These calculators provide consistent risk scores across all vulnerable items so you can effectively prioritize the vulnerabilities in your environment.

      The Default Risk Calculator and Vulnerability Severity calculators are shipped with the base system.

      Vulnerability Calculators have replaced Vulnerability Calculator Groups for calculating the base Risk Score.

      Remediation Owner Role
      Version 8.0: Remediation specialists can automatically receive access to vulnerability entries and solutions assigned to you or your group using the sn_vul.remediation_owner role. By default, the itil role contains the sn_vul.remediation_owner role.
      Vulnerability Response
      Version 7.0: You no longer have to wait for the platform family release of Vulnerability Response to enjoy new features, updates, and fixes. The latest version of Vulnerability Response is published in the ServiceNow Store and available for download.
      Setup Assistant is part of the Vulnerability Response application available in the ServiceNow Store
      Version 7.0: Setup Assistant walks you through the Vulnerability Response setup process in a simple, step-by-step fashion. Setup Assistant helps you discover which capabilities of Vulnerability Response require configuration, identify what permissions are required to configure these capabilities, and learn what settings are recommended for your environment. Setup Assistant helps you deploy Vulnerability Response quickly and efficiently.
      Vulnerability Response overview homepage
      Version 7.0: The Vulnerability Response Overview homepage has become a responsive dashboard.
      Performance Analytics - Content Pack - Vulnerability Response
      Version 7.0: Using business objective definitions, trending, and forecasting, the Performance Analytics – Content Pack – Vulnerability Response application contains over 40 report widgets. These reports help you monitor metrics across all stages of the vulnerability management lifecycle. This release includes vulnerability KPIs rolled-up to the business service level. KPI rollups give you a better understanding of vulnerability exposure and remediation performance in terms of business operations, rather than technical infrastructure. A Remediation dashboard, using standard Now Platform® reports, is also provided for the IT operations personnel that execute vulnerability remediation activities. This application, is available in the ServiceNow Store.
      Exploit enrichment
      Version 7.0: Exploit information imported from third-party integrations has been added to vulnerability entries. Use exploit information to prioritize which vulnerabilities to address first.
      CVSS v3 support
      Version 7.0: Vulnerability entries display CVSS v3 metrics. By showing CVSS v3 in addition to the CVSS v2, you can prioritize based on the newest algorithm used to calculate the severity of your vulnerabilities.
      Vulnerability Assignment Rules
      Version 7.0: You can define the assignment rules at the vulnerable item level. These assignment rules apply to the group rules by default, and group vulnerabilities by assignment group.
      Vulnerable Item Risk Rating
      Version 7.0: A new Risk Rating field on vulnerable item breaks the existing 0-100 risk score tiers into five tiers (Critical, High, Medium, Low, and None) for easier reporting and prioritization.
      Normalized Severity
      Version 7.0: Vulnerability assessment products often report vulnerabilities with proprietary integer-based severity scales. These severities are normalized into a common and configurable scheme for improved readability, reporting, and comparison.
      Updated default form and list views
      Version 7.0: Various Vulnerability Response default forms and list view forms for have been updated for improved usability. These entities include but are not limited to: Vulnerability entries, Vulnerable Item, Vulnerability Group, Discovered Item, and Approvals.

      ACLs were updated to ensure that fields that should not be modified are marked read-only.

      New in existing integrations
      Rapid7 Vulnerability Integration

      Version 10.0: Rapid7 Asset List Integration for Nexpose Data Warehouse: Retrieve asset scan data once a week from the Asset List integration which stores the data in the Discovered Items module in your instance. This integration helps identify assets that haven't been scanned lately using the Last Scan date.

      Version 10.0: Retry for API failures such as timeouts.

      Version 9.0: Manually create sites for Rapid7 InsightVM to use with site filtering in Vulnerability Response.

      Version 9.0: Rapid7 InsightVM Multi-source support enables you to integrate with multiple Rapid7 InsightVM instances into a single instance ofVulnerability Response. Assets identified by multiple Rapid7 InsightVM deployments and their vulnerabilities are consolidated and reconciled with your CMDB.

      Version 9.0: Rapid7 InsightVM Asset List Integration retrieves asset scan data once a week and stores it in the Discovered Items module in your instance. Helps identify assets that haven't been scanned lately using the Last Scan date.

      Version 9.0: Rapid7 InsightVM Host Tags become available for use in the Condition filter across Vulnerability Response. For example in Assignment Rules, Remediation Target Rules and so on.

      Version 9.0: Filter using Rapid7 Sites and CVSS data.
      Note: Rapid7 has a volume limitation on the use of the Site filter. If total assets are 10,000 or more, it sends a 500 internal server error. Rapid7 is tracking this issue in support ticket EA-3945.

      Version 7.1: When migrating to the InsightVM integration type from the Data Warehouse integration type, the Rapid7 InsightVM integration recognizes existing data warehouse vulnerable items, if they were imported from the same data source. It does not create duplicate records, so you can seamlessly migrate from the Data Warehouse to InsightVM integration type.

      Version 7.1: Adds exploit data import for both the Data Warehouse and InsightVM integration types.

      Version 6.2: Adds imports using the Rapid7 InsightVM API for discovery, detection, verification, risk classification, and impact analysis to manage risk and remediation. This integration does not require the Rapid7 Nexpose data warehouse.
      Note: To migrate from the Rapid7 Nexpose vulnerability integration see KB0743164.
      Qualys Vulnerability Integration

      Version 10.0: The Qualys severity [qualys_severity] and Last updated by source [last_updated_by_source] fields listed in the Vulnerable item table [sn_vulnerable_item] are deprecated and no longer populated. Since the Business Rule (BR) Map Qualys Values uses Last updated by source, it is also deprecated.

      Version 10.0: Retry for API failures such as timeouts

      Version 9.0: Qualys Host List Integration retrieves authenticated and unauthenticated host scan data from Qualys once a week and stores it in the Discovered Items module in your instance. Helps identify assets that haven't been scanned recently using Last Scan date. View the Last Scan time and Last Authenticated Scan time on the Discovered Items list.

      Version 8.0: Populates Preferred Solution for vulnerable items with the same Preferred Solution as its vulnerability.

      Version 8.0: Creates National Vulnerability Database (NVD) records for Qualys KnowledgBase imports by default.

      Version 8.0: The latest version of Qualys Vulnerability Integration is published in the ServiceNow Store and available for download.

      Shodan Exploit Integration

      Version 10.0: Retry for API failures such as timeouts

      Tenable for Vulnerability Response v2.x

      Prioritize and automate the remediation of critical vulnerabilities. Tenable for Vulnerability Responsev2.x applications offer increased performance speed of importing vulnerabilities. These applications also bring in the Vulnerability Priority Rating (VPR) score into ServiceNow.

      Note:
      • When Tenable for Vulnerability Response v2.x vulnerabilities are imported before their corresponding National Vulnerability Database (NVD) entries, those vulnerabilities are not associated with the NVD vulnerabilities later. Ensure that NVD imports are up to date, and periodically reimport the Tenable for Vulnerability Responsev2.x vulnerabilities.

      • Tenable for Vulnerability Responsev2.x doesn't currently support Normalized severity.
      • Tenable for Vulnerability Responsev2.x populates exploit information in the Tenable for Vulnerability Response Additional Findings fields.
      New integrations
      Microsoft Security Response Center Solution Integration

      Version 8.0: Microsoft Security Response Center Solution Integration imports solution data for known vulnerabilities and creates relationships with vulnerable items and vulnerability groups. This integration is part of Vulnerability Solution Management.

      Shodan Exploit Integration

      Version 7.0: Shodan Exploit Integration imports exploit information that helps you prioritize the vulnerabilities in your environment based on risk.

      This integration enables exploit information enrichment that helps you understand the following exploitability metrics to prioritize the remediation of vulnerabilities:
      • Is there any exploit associated with the vulnerability?
      • What skill level is required to exploit the vulnerability based on the exploit code rank?
      • What is the exploit attack vector? Can the vulnerability be remotely exploited?

      Once your vulnerabilities are enriched with exploit intelligence, you can define the risk score and group the vulnerabilities based on these parameters. You can also filter key reports to see the high-risk vulnerabilities.

      Quick start tests for Vulnerability Response
      Validate the continued functionality of Vulnerability Response after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

      Walk-up Experience

      Agent Workspace for Walk-up Experience fulfillers
      Use Agent Workspace to access and complete interactions at a walk-up queue location. This enhancement moves technicians away from the list and form interaction fulfillment experience to a configurable service desk application. Agent Workspace for Walk-up Experience provides a more efficient, integrated, and intuitive fulfiller experience. Using Agent Workspace, technicians can:
      • Access a personal inbox where interactions are automatically pushed for assignment based on schedules and rule configurations in the Advanced Work Assignment feature.
      • Open an incident or request consumables directly from an interaction.
      • Consume assets directly from an associated stockroom.
      • Access relevant knowledge base information.
      • Display the ability to accept walk-up interactions via an availability toggle.
      • Enable channels other than Walk-up, such as Chat or traditional Incident Management, to remain productive when the walk-up queue is not busy.

      Walk-up appointment scheduling
      • Schedule appointments online or onsite to receive IT support at a walk-up queue location. You can cancel an appointment, as well as reschedule an existing appointment. Scheduling places you at the head of the queue at your appointment time.
      • View upcoming appointments scheduled for a walk-up queue. Managers and technicians can view appointments to best plan for interaction demand. Appointments can be viewed in platform view or in Agent Workspace.
      • Receive a reminder notification for an upcoming scheduled appointment 15 minutes prior to the appointment.
      • Configure custom appointment scheduling by location.
      Walk-up queue length notification
      Configure and receive queue-length threshold notifications. When a queue reaches a pre-configured length, a notification is sent to the manager of the assignment group for the walk up queue location. Knowing that a walk-up queue is crowded with a long waiting line means that managers can add additional support to the queue.
      Walk-up support when a queue is closed
      Get IT support even when a walk-up queue location is closed. Display an IT support phone number online and onsite at a queue providing requesters with an immediate option when the queue is closed. Requesters can also create an incident directly online or onsite at the check-in queue.
      Tables
      Use the Walk-up Appointment [wu_appointment] table to configure scheduled appointments.
      Walk-up service channel
      • Use the Walk-up service channel to route walk-up interactions. Work items originate from the Advanced Work Assignment feature. Configure the channel to meet your needs. The Walk-up service channel includes a default assignment inbox layout. Inbox capacity represents the number of walk-up interactions a technician can work on concurrently. By default, the capacity is set to 1.
      • Configure the Service channel field on the Walk-up Location Queue form to specify Walk-up channel.
      • Route work items to the correct queue location by specifying the Walk-up service channel in the Queue [awa_queue] table.

      Web services

      Added support for sysparm_query_no_domain in Table API
      The Table API supports the sysparm_query_no_domain parameter:
      • false (default): Exclude the record if it is in a domain that the currently logged in user is not configured to access.
      • true: Include the record even if it is in a domain that the currently logged in user is not configured to access.
      Note: The sysparm_query_no_domain parameter is available only to system administrators or users who have the query_no_domain_table_api role.
      RESTMessageV2 and SOAPMessageV2 API timeout
      Set the glide.http.outbound.max_timeout system property to specify the number of seconds that RESTMessageV2 and SOAPMessageV2 APIs wait for a response from a synchronous call. The maximum value is 30 seconds. To define a timeout longer than 30 seconds, set the glide.http.outbound.max_timeout.enabled system property to false and use the waitForResponse() method to set the timeout. For examples, see Asynchronous RESTMessageV2 example and Asynchronous SOAPMessageV2 example. If glide.http.outbound.max_timeout.enabled is set to true and a value is passed in the waitForResponse() method, the system uses the smallest value from either the waitForResponse() method or the glide.http.outbound.max_timeout system property.

      Workplace PPE Inventory Management

      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Record the types of PPE in your inventory
      Use or create models to record the types of PPE in your inventory. The Workplace PPE Inventory Management application has ready-to-use models for different PPE types, but you can also add your own.
      Track PPE availability across locations
      Create stockrooms and add stock to monitor how much inventory is available in different locations.
      Automatically resupply stockrooms
      Maintain adequate PPE inventory by setting up automatic stockroom transfers. If one stockroom's inventory falls below a defined threshold, another stockroom's PPE items can be transferred to resupply the low-quantity stockroom.
      Request PPE
      Use Service Catalog to request PPE to use at your workplace.
      Fulfill a request for PPE
      View PPE requests, and use the stockroom quantity to assign items to employees.

      Workplace Safety Management

      Manage workplace tasks
      Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency, and generate reports to track the progress of these activities. Workplace managers can also sign a generated PDF for completed tasks, which creates useful tracking for compliance procedures.
      Configure shifts and workspace areas
      Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign employees and workspaces to these schedules. As a workplace manager, set arrival intervals for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office, and set the capacity for areas of your workplace to promote safety guidelines. Set rules to assign the workplace user role to employees in the countries where you are starting to return to the office.
      Request and reserve a workspace reservation
      As an employee, request workspace reservations when you are ready to return to the office. Select a defined shift or custom time of your choice and use floor plans to choose an available workspace for your date range.
      As a manager, review pending requests and notify employees when their requests have been approved or denied. Reserve available workspaces for your employees to determine physical distancing measures when they return to the workplace or automatically generate workspace reservations in bulk for all employees assigned to a shift for a single day or multiple days.
      Upload and update your workplace floor plan
      Upload floor plans for your workplace, which you can use to reserve space for your employees when they return to the office. Update a workplace floor plan by uploading a new floor plan and previewing it to ensure that the layers or changes are correct before you commit them. After updating your workplace floor plan, you can view a log of the changes you made.
      Use the Workplace manager dashboard
      Monitor the space allocation and workplace maintenance activities at your office campus. For any given day, view the list and drill down to details of available spaces, space reservations, pending workplace requests, arrival times for different locations of the workplace, employee arrivals, and maintenance tasks.
      Leverage the Workplace dashboard in Service Portal to visually analyze available workspace capacity, space requests, and reservation trends. Monitor the maintenance tasks for your workplace and reserve a space for an employee or create a workplace maintenance task directly from the Service Portal page.
      Manage workplace shifts that you own
      Review the workplace shifts that you own in Workplace Safety Management and update the shift details if necessary. Monitor the reservations and requests made for the workspaces associated with these shifts.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

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