• 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

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.

• 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

• 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.

• 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.

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).

• 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.

• 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.

• 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.

• 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

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.

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.

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

• 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.

Version 1.12: More than one pipeline per app is 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.

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.

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.

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.

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.

• Application TCO
• Level 1 Costing – Shared Services
• Level 2 Costing – Business Applications
• Level 2 Costing – Business Services
• Level 3 Costing – Business Capabilities

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 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.

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.

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.

• 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.

• Escalate IT Ticket
• Update Change Request
• Identify Scheduled Changes
• Create Problem
• Identify Available Change Windows
• Resolve Incident

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.

• 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.

• 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.

• 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.

• mid.https.truststore.path
• mid.https.truststore.password

• 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.

• 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.

• Shift overlap and escalation rule for overlaps
• Time-off request approval
• Shift managers

• 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.

• getPrimaryUsers()
• getPrimaryUserByRota()
• getPrimaryUserNameByRota()
• getEscalateesAt()

The Analytics Hub replaces the Detailed Scorecard.

• 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.

• 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

• 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

• 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'

• Problem Fixes Closed
• Problem Tasks closed

• ProblemState
• ProblemStateSNC
• ProblemStateUtils
• ProblemStateUtilsSNC
• ProblemTaskState
• ProblemTaskStateSNC
• ProblemTaskStateUtils
• ProblemTaskStateUtilsSNC
• ProblemUtilsClientsSNC
• ProblemV2Util
• ProblemV2UtilSNC

• 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.

• 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.

• 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 () in the Planning Console.

• 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.

• Employee health and willingness to return to work.
• Building readiness.
• Personal protective equipment inventory.
• Active contact tracing cases.
• Potentially exposed contacts under investigation.

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.

• 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.

• 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.

• 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.

• 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.

• checkout
• checkout_guide
• submit_order
• submit_producer
• order_now

• 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.

• 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.

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

• 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.

• 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.

• ServiceNow (GlideRecord) queries
• ServiceNow (GlideRecord) inserts and updates
• Dynamic display logic
• Decision branching logic

• 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.

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.

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

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.

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

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 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 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.

• 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.

• 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.

• 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.

• 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.