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Contact Tracing release notes

ServiceNow® Contact Tracing is a new application in the New York release.

The ServiceNow® Contact Tracing application helps organizations reduce workplace transmission of infectious diseases, such as COVID-19, by identifying any on-site users who might have been in contact with an affected user. The user receives updates about the number of reported cases or symptoms in the location. A list of potentially exposed users is created from various data inputs, such as badge scans, Wi-Fi access logs, and daily contact logs.

Important:

Contact Tracing is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Important upgrade information for Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

To use these tracing systems, you must manually activate them. Version 1.6.2 of Contact Tracing contains significant changes related to the new tracing system functionality. See Tracing systems in Emergency Exposure Management for more information.

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Contact Tracing features

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

See Contact Tracing for more information.

Deprecations

Starting with version 1.4.0 of Contact Tracing, the "Exposed Contacts Requirement” flow has been renamed to “Exposed Contacts Requirement (Deprecated)” and made inactive. A new flow, “Exposed Contact Requirement”, has been introduced for migration. After the upgrade, users must manually migrate any customizations made to the previous flow to the new flow.

Starting with version 1.6.2 of Contact Tracing, the following fields in the Exposed Contacts table are deprecated:

Recently collaborated (recently_collaborated)
From workplace reservations (from_workplace)
From Wi-Fi access log (from_wifi_access_log)
From daily contact logs (from_daily_log)
From badge readers (from_badge_reader)
From same location (from_same_location)
From field service (from_field_service)

Activation information

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

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

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

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

Additional requirements

To use Contact Tracing, you also need a few other apps:

Employee Readiness Core
Emergency Exposure Management
Performance Analytics Premium
Scoped Application Restricted Caller Access (plugin)
Emergency Outreach (optional)
Workplace Safety Management (optional)

To add wearable devices assigned to users, the wearable device data is stored in the Wearable Technology [cmdb_ci_wearable] table. The table is installed with the CMDB CI Class Models application available in the ServiceNow Store. Ensure that you have the CMDB CI Class Models application installed and active. For more information, see CMDB CI Class Models.

To create an Emergency Outreach notification, the Emergency Outreach application must be installed and active.

Related ServiceNow applications and features

Safe Workplace for mobile: The ServiceNow® Safe Workplace mobile experience enables organizations to manage the essential steps for returning users to the workplace from anywhere with the Now Mobile app. With an intuitive mobile design and user-friendly interface, organizations can deliver a seamless return to workplace experience, enabling users to complete health screenings and surveys, set up visits, make reservations, request PPE, and more to support their health and safety.
Emergency Outreach: Notify users of important information about anticipated or occurring emergency situations. Send an outreach notification via email, mobile push message, or SMS message to request a user response. You can also configure other preferred communication channels.
Employee Readiness Surveys: With the ServiceNow®Employee Readiness Surveys application, send surveys to help gauge whether users are ready to return to the workplace. Ask questions to get insights into how users feel about returning to work, their current health status, and underlying concerns such as personal health, family obligations, and anxiety about workplace safety. Based on responses, you can measure and determine the steps needed to help users feel safe and secure upon their return.
Employee Health Screening: The ServiceNow®Employee Health Screening application enables organizations to screen users before entering the workplace to ensure compliance with the organization's entry requirements, such as a temperature check and personal protective equipment (PPE). Based on their own criteria, organizations can determine whether it’s safe for the user to enter the workplace. Organizations can use a reporting dashboard  to view trends by sites and record the return of users into  their  facilities.
Workplace Safety Management: Using the ServiceNow®Workplace Safety Management application, quickly configure sanitized and socially distanced workspaces for the return of users. With department leaders, workplace service managers can reserve available workspaces for users in shifts. Workspaces can be scheduled for disinfection before and after these shifts. Through reports and dashboards, workplace managers can view how many of the available workspaces have been reserved. Workplace managers also have a real-time view of all cleaning task statuses, including a full audit trail history.
Workplace Personal Protective Equipment Inventory Management: The ServiceNow®Workplace Personal Protective Equipment Inventory Management application helps you manage and monitor workplace needs for safety equipment provided to your workforce. A dashboard provides a comprehensive view of inventory by each facility, an aggregate scope of the entire workplace, and historical data on how equipment levels have changed over time. You can update current inventory levels daily for accurate and real-time inventory management.
COVID-19 Global Health Data Set: Make informed business decisions regarding user health and safety by having access to comprehensive COVID-19 data. The data set is updated daily, and it's sourced and aggregated from four publicly available data sources. ServiceNow®COVID-19 Global Health Data Set includes a geolocation map component that is used in the Safe Workplace Dashboard, and it can be leveraged in your own solutions created on the Now Platform®.
Safe Workplace Dashboard: Get a centralized view of your workforce and workplace readiness for a safer, user-ready working environment. Quickly evaluate your ability to open sites and remain open, based on user and workplace readiness data from the ServiceNow® Safe Workplace applications.

Notice regarding use by organizations

All decisions in connection with the implementation of this application are at the sole decision of the Organization utilizing this application. Organizations agree that use of the application is not a representation by ServiceNow regarding the application’s compliance with any law or regulation and any suggested language provided out of the box with the application does not constitute legal advice by ServiceNow.

Organizations remain solely responsible for complying with their legal obligations under applicable law, including (but not limited to) data protection and employment laws, and should modify any language within the templates provided to meet the Organizations' specific requirements.

Notice regarding use by government agencies

ServiceNow is offering this application to government agencies and their authorized users, not to government employees in their individual capacities. Use of the application does not modify any existing, or future entitlements or payment obligations for ServiceNow software or applications otherwise purchased by the government agency. ServiceNow shall not be responsible for any implementation or configuration costs associated with use of the application unless separately purchased. Government customers are solely responsible to confirm with the agency’s Ethics Office or its authorized representative that acceptance and usage of the application is permissible.

All decisions in connection with the implementation of this application are at the sole decision of the government agency utilizing this application. Agencies remain solely responsible for complying with their legal obligations under applicable laws and regulations, including (but not limited to) data protection and employment laws and regulations, and should modify any language within the templates provided to meet the agency’s specific requirements.

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Release version

Contact Tracing release notes

ServiceNow® Contact Tracing is a new application in the New York release.

Important:

Contact Tracing is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Important upgrade information for Contact Tracing

The following tracing systems are included in version 1.6.2 of Contact Tracing:

Badge reader
Employee daily log
Visitor log
Wi-Fi access log
Handheld/Wearables

If you have customized the ContactGraph script include, it will be skipped when upgrading to version 1.6.2 of Contact Tracing.

Contact Tracing features

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

See Contact Tracing for more information.

Deprecations

Starting with version 1.6.2 of Contact Tracing, the following fields in the Exposed Contacts table are deprecated:

Recently collaborated (recently_collaborated)
From workplace reservations (from_workplace)
From Wi-Fi access log (from_wifi_access_log)
From daily contact logs (from_daily_log)
From badge readers (from_badge_reader)
From same location (from_same_location)
From field service (from_field_service)

Activation information

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

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

Additional requirements

To use Contact Tracing, you also need a few other apps:

Employee Readiness Core
Emergency Exposure Management
Performance Analytics Premium
Scoped Application Restricted Caller Access (plugin)
Emergency Outreach (optional)
Workplace Safety Management (optional)

To create an Emergency Outreach notification, the Emergency Outreach application must be installed and active.

Related ServiceNow applications and features

Safe Workplace for mobile: The ServiceNow® Safe Workplace mobile experience enables organizations to manage the essential steps for returning users to the workplace from anywhere with the Now Mobile app. With an intuitive mobile design and user-friendly interface, organizations can deliver a seamless return to workplace experience, enabling users to complete health screenings and surveys, set up visits, make reservations, request PPE, and more to support their health and safety.
Emergency Outreach: Notify users of important information about anticipated or occurring emergency situations. Send an outreach notification via email, mobile push message, or SMS message to request a user response. You can also configure other preferred communication channels.
Employee Readiness Surveys: With the ServiceNow®Employee Readiness Surveys application, send surveys to help gauge whether users are ready to return to the workplace. Ask questions to get insights into how users feel about returning to work, their current health status, and underlying concerns such as personal health, family obligations, and anxiety about workplace safety. Based on responses, you can measure and determine the steps needed to help users feel safe and secure upon their return.
Employee Health Screening: The ServiceNow®Employee Health Screening application enables organizations to screen users before entering the workplace to ensure compliance with the organization's entry requirements, such as a temperature check and personal protective equipment (PPE). Based on their own criteria, organizations can determine whether it’s safe for the user to enter the workplace. Organizations can use a reporting dashboard  to view trends by sites and record the return of users into  their  facilities.
Workplace Safety Management: Using the ServiceNow®Workplace Safety Management application, quickly configure sanitized and socially distanced workspaces for the return of users. With department leaders, workplace service managers can reserve available workspaces for users in shifts. Workspaces can be scheduled for disinfection before and after these shifts. Through reports and dashboards, workplace managers can view how many of the available workspaces have been reserved. Workplace managers also have a real-time view of all cleaning task statuses, including a full audit trail history.
Workplace Personal Protective Equipment Inventory Management: The ServiceNow®Workplace Personal Protective Equipment Inventory Management application helps you manage and monitor workplace needs for safety equipment provided to your workforce. A dashboard provides a comprehensive view of inventory by each facility, an aggregate scope of the entire workplace, and historical data on how equipment levels have changed over time. You can update current inventory levels daily for accurate and real-time inventory management.
COVID-19 Global Health Data Set: Make informed business decisions regarding user health and safety by having access to comprehensive COVID-19 data. The data set is updated daily, and it's sourced and aggregated from four publicly available data sources. ServiceNow®COVID-19 Global Health Data Set includes a geolocation map component that is used in the Safe Workplace Dashboard, and it can be leveraged in your own solutions created on the Now Platform®.
Safe Workplace Dashboard: Get a centralized view of your workforce and workplace readiness for a safer, user-ready working environment. Quickly evaluate your ability to open sites and remain open, based on user and workplace readiness data from the ServiceNow® Safe Workplace applications.

Notice regarding use by organizations

Notice regarding use by government agencies

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Contact Tracing release notes

Contact Tracing release notes

Important upgrade information for Contact Tracing

Contact Tracing features

Deprecations

Activation information

Additional requirements

Related ServiceNow applications and features

Notice regarding use by organizations

Notice regarding use by government agencies

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Contact Tracing release notes

Contact Tracing release notes

Important upgrade information for Contact Tracing

Contact Tracing features

Deprecations

Activation information

Additional requirements

Related ServiceNow applications and features

Notice regarding use by organizations

Notice regarding use by government agencies

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