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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 features

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
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.
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.
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.
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.
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.
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 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.
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.
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.
Embedded help
Create embedded help content records after you upgrade
Reduce the downtime of missing embedded help content when pages load after an upgrade.

Download all embedded help content for the family you are upgrading to. This execution is for out-of-family upgrades only. For example, when upgrading from Jakarta Patch 3 to London Patch 5. This enhancement is not for in-family upgrades, such as Kingston Patch 3 to Kingston Patch 4.

Create sys_embedded_help_content records by downloading and unzipping the sys_embedded_help.zip file.

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
Information is presented in work notes of alert records to explain why alerts have been grouped. 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 the instance and monitor metrics related to event processes.
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 meantime 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
Field Service Mobile
Manage your field service tasks anywhere using the Field Service mobile application. With this application, you stay connected at all times, can access information in real time, and complete your tasks quickly. You can even access task information and complete tasks in locations where your mobile device is not connected to the Internet.
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
Recommend additional information to complete tasks. Search for related knowledge articles and if helpful, add that to a work order or work order task.
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:
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
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.
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.
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 lifecycle event cases
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
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.
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.
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.
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:
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.
Security Incident Response
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 Customer 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

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.
Software Asset Management
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.
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.
Subscription Management
Support for platform subscriptions that include custom table allotments
Use the Subscriptions module to allocate custom tables that are created in a production instance against custom table allotments in certain subscriptions. A usage administrator allocates custom tables only if a subscription contains custom table allotments.
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.
Time Card
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.
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.
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 for only upgrading customers until they are available in the ServiceNow Store.
Vulnerability Response overview homepage
For customers upgrading to this release, the Vulnerability Response Overview homepage has become a responsive dashboard.
Performance Analytics experience for vulnerability management
For customers upgrading to this release who have previously purchased the Performance Analytics - Content Pack, the Vulnerability Response plugin (com.snc.vulnerability.analytics) contains over 40 report widgets to help your organization monitor metrics across all stages of the vulnerability management lifecycle using business objective definitions, trending, and forecasting. This release includes vulnerability KPIs rolled-up to the business service level, enabling a better understanding of vulnerability exposure and remediation performance in terms of business operations, rather than technical infrastructure. A dashboard using standard Now Platform® reports is also provided for the IT operations personnel that execute vulnerability remediation activities.
Exploit enrichment
For customers upgrading to this release, exploit information imported from the National Vulnerability Database (NVD) and third-party integrations has been added to vulnerability entries. Included are whether an exploit exists, the skill level required to implement it, and the attack vector.
CVSSv3 support
For customers upgrading to this release, vulnerable items contain CVSSv3 support.
Vulnerability Assignment Rules
For customers upgrading to this release, these assignment rules apply to the Vulnerability Group rule. Assignment group becomes the last group key in the Vulnerability group rules, by default. This process ensures that the assignment group at the VI level is same as the group it belongs to.
Vulnerability Item data rollups
For customers upgrading to this release, aggregate data from vulnerable items are rolled up into fields on the vulnerability group and vulnerability records, shown on the forms and list views.
Risk Score calculator enhancements
For customers upgrading to this release, the Vulnerability Entries calculator was added to the Risk Score calculator group.
Existing Integrations
Qualys Tickets related list added to the vulnerable item form. For customers upgrading to this release, Qualys Tickets: Qualys ticket integration information is associated with the vulnerable item.
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.
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