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Changes to New York features and products

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Changes to New York features and products

Cumulative release notes summary on changes to New York features and products.

Existing ServiceNow products were updated and changed in New York. This includes the renaming of certain buttons or features.
Application or feature Details


Table 1. Changed client classes
Class Changed methods
openFrameAPI openServiceNowForm()
Table 2. Changed scoped classes
Class Changed methods
hr_ActivityUtils createCaseFromProducer()
GlideRecord addQuery(), addEncodedQuery()

Advanced Work Assignment

Monitor work items with multiple Performance Analytics dashboards
Let your managers monitor agent conversations and tasks so that their agents can better support requests. Previously, managers could track chat and case work items on a single Performance Analytics dashboard. Now your managers can monitor work items that are routed through any one of your service channels — on two different dashboards. One dashboard contains data for Task [task] work items and the other contains data for Interaction [interaction] work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum amount of time that an agent has to accept or reject a chat request. When the time runs out, the requester receives a message saying that no agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number. Previously, queue records were not numbered, but now queue records have numbers that start with QUE. You can search for queues by their number, and agents can transfer conversations to another queue when they type /tq "<queue_number>" in Agent Workspace chat. For more information on inserting slash commands in agent conversations, see Quick actions in Agent Workspace chat.

Agent Workspace

Combine Agent Assist with Predictive Intelligence in the contextual sidebar
Agent Assist and Predictive Intelligence now merge into one component, which makes it easier for agents to find information to resolve incidents and cases. These components use machine learning and similarity trend recognition to identify the most relevant major incidents, incidents, problems, changes, cases, knowledge articles, catalog items, or community content.
Preview image attachments
You can preview an image attachment before downloading from the Agent Workspace Activity Stream or from the attachment section in the contextual side panel.
Enable rich text editing for journal input field entries in the Agent Workspace Activity Stream
Agents can copy and paste images inline and format text using the HTML editor on journal input fields, which post to the Agent Workspace Activity Stream. To enable rich text on journal input fields, change the value of the glide.ui.journal.use_html system property to true.

Agile Development 2.0

Agile Development 2.0 and Project Portfolio Management integration
ServiceNow® Project Portfolio Management is no longer integrated with Agile Development 1.0. Project Portfolio Management is now integrated with Agile Development 2.0. To associate stories with projects, and execute them as part of an agile phase, activate both the Agile Development 2.0 and Project Portfolio Management applications separately.
Sprint details update

Prior to the New York release, you could edit the sprint details only from the Sprints module using lists and forms. Now, you can edit the sprint details directly from the Agile Board.

Group capacity update

Prior to the New York release, the capacity that you set for the assignment group on the Group form was used across all the sprints for the assignment group. Once set, you could not update the capacity.

Now, you can also update the capacity for the assignment group in the Group capacity field on the Sprint form. Until the sprint starts, you can update the capacity by accounting for changes in team composition, holidays, or vacations.
Story board
The Board view on the Sprint Tracking tab has been renamed as Story Board.
Stories menu option
The All Stories menu option in the Agile Development application navigator has been renamed as Stories.

Antivirus Scanning

Document types supported by Antivirus Scanning
Antivirus Scanning scans the file attachments that are stored in your attachment table and prevents you from uploading and downloading infected files.

Application Portfolio Management

Readjust weightage
Adjust the weight among the indicators that are applicable to a business application to achieve a useful and accurate scoring profile.
Calculate the score of the parent capability in CBP
Determine the score of the parent capability by its child capabilities that have been assessed. A capability with a score of n/a signifies that none of its child capabilities has been assessed.
Option to run scheduled jobs and send notifications only when required
Schedule APM batch jobs and send email notifications for audits and data certification tasks only when required to optimize engine runtime.
Changes in UI labels
  • Business Services has been changed to Services in the Capability Planning view.
  • Business Architecture, Application Architecture, and Technology Architecture have been renamed as Business Portfolio, Application Portfolio, and Technology Portfolio, respectively.
  • The Manage Relationships button in the Capability Planning view has been renamed as Manage Capability Hierarchy.

Application and plugin management

View the upgrade history of applications
In previous releases, you could view the upgrade history of an application only by navigating away from where you manage your applications. Now you can view the upgrade history for applications and update applications, all from the same page.
Application indicators
You can view helpful information for managing applications without having to navigate to the ServiceNow Store. Read indicators like Deactivation Requested, Install Blocked, Not Compatible, or Instance Not Entitled so that you can ensure that your applications are compatible and working as expected.
Configure applications in Guided Setup immediately after installation
In previous releases, you could configure an application in Guided Setup only by navigating to the Guided Setup module. Now you can initiate Guided Setup from the same page on which you install the application.
Read-only role for viewing available applications
Allow business managers to see applications or plugins that they may want to use for their business processes. Users with the unified_plugin_read_only role can browse applications and plugins but cannot install, activate, or configure the items. If they want to use an application or plugin, they can ask you to install or activate it for them.

Audit Management

ServiceNow® GRC: Profiles application
Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.


Update the Multi-SSO plugin to use OpenSAML 3
Enable the Multi-SSO plugin to use the OpenSAML 3 library with the SAML 2 protocol.

Automated Test Framework

Record Query
Record query enforced ACL rules during step execution.
Create automated test steps template
The test template now supports catalog items and record producer along with the tables.


Benchmarks dashboard
As a managed service provider (MSP), you can view the global MSP aggregate score in the Benchmarks KPI dashboard. With the appropriate access roles, you can view six months of historical KPI data.
Gather six months of historical KPI data
Run a scheduled job to generate six months of historical KPI data.

Cloud Management

Schedule discovery of all resources in a service account
The Cloud Management application uses an improved discovery process. You no longer perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you schedule discovery for each service account. Because the process generates a discovery schedule for each logical datacenter in the service account, you can perform discovery for any number of logical datacenters as needed.


Communities dashboard enhancements
Track Forum Key Performance Indicators (KPIs) on featured content in a forum and posts moved between forums. Track Admin KPIs on the number of posts a user moves and the number of posts featured.

Configuration Compliance

Demo data
Version 8.0: If demo data is not included in the initial installation of Configuration Compliance, it will not be available to install or reinstall from the Application Manager. See KB0722909 for information on how to install or reinstall demo data after the initial installation.

Configuration Management Database (CMDB)

Duplicate CIs
  • Internal processing of duplicate CIs uses the new duplicate_of attribute instead of the ServiceNow Discovery discovery_source attribute to maintain data integrity that is associated with duplicate CIs. The Identification and Reconciliation Engine (IRE) no longer changes the value of the discovery_source CI attribute to ‘Duplicate’ to denote a duplicate CI. Instead, IRE sets the duplicate_of attribute as a reference to the master CI of the duplicate CI (if known).

  • You can now apply health inclusion rules to the CMDB Health duplicate metric instead of using an identification inclusion rule. The CMDB dashboard then shows a smaller subset of duplicate CIs that require remediation. This is supported only in the global domain.
CMDB Query Builder
  • Include a non-CMDB table in a CMDB query. For example, including the Task or the Request table in a CMDB query lets you query for CIs that are associated with incidents. You can use the glide.cmdb.query.non_cmdb.black_listed_tables property to exclude non-CMDB tables from the list that appears in Query Builder. The default non-CMDB tables list includes common tables such as Task, Request, and Incident.
  • Export a query definition that you previously saved to an XML file for importing in another environment. For example, you can import a query definition from a test environment to a production environment.
  • Toggle between list view and card view in the Saved Queries tab of the CMDB Query Builder.
  • Enable the Display Results in New Tab setting to show query results in a new separate tab instead of underneath the Query Builder canvas.
CMDB property pages
View and edit properties for CMDB features in a centralized user interface. Navigate to Configuration > CMDB Properties to access:
CMDB Identification and Reconciliation
  • When constructing an input payload in Identification Simulation , use the Copy Script button to copy JSON scripts to the clipboard. You can then paste that script into a third-party software or to another screen of the identification simulation, and run it.
  • When applying CI Identification and Reconciliation to import sets, you can configure a target table per record in the import set. If you specify different target tables, records from the same import set are imported to multiple target tables.
  • Improved performance of the identification engine: For optimization, allow local caching of the default number of query result entries for independent CIs. This number is set by the system property glide.identification_engine.independent_items_local_cache_count.
Tables added to the CMDB
The following tables are added.
Class Label Class Name
DRS VM Config cmdb_ci_drs_vm_config
Information Object cmdb_ci_information_object

Content Management System

Activating CMS
On new instances, Content Management System plugins are no longer available in the base system. You must request the Content Management System (CMS) application from ServiceNow personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an alternative to CMS with a refined user experience, and is active by default in the base system. See Service Portal and Content Management and Service Portal.

Contextual Search

Renamed module
The Additional Resource Fields module is renamed as Search Result Display Configurations.
Renamed fields in the Search Result Display Configurations form
  • Title Field is renamed as Card title field.
  • Additional fields is renamed as Card additional fields.
  • Description field is renamed as Card description field.
Limitation of records to tables
Beginning with the New York release, the Table field displays tables from all scopes rather than only tables and database views in the same scope as the contextual search. For example, previously, records were limited to tables for additional resources such as incident and problem. Now, the records include the catalog item table, knowledge article table, and social QA table.

Continual Improvement Management

Changes in UI labels
  • The label for Implement state has been changed to In Progress state.
  • The field name Why this improvement is important has been changed to Business justification.
Associate similar initiatives with a parent initiative
Track initiatives easily by associating similar parent initiatives to a child initiative or similar child initiatives to a parent initiative.

Customer Service Management

OpenFrame configuration
The following changes have been made to the OpenFrame configuration:
  • The navigation path to configure OpenFrame has changed from System Properties > OpenFrame to OpenFrame > Configurations.
  • The icon class for Open Frame configuration only supports the phone and video icons.
OpenFrame agent presence
The following changes have been made to OpenFrame Agent Presence:
  • The OpenFrame Agent Presence module has been added to the OpenFrame application to enable the display of agent availability in Agent Workspace.
  • The Presence field in the OpenFrame Agent Presence record gets updated when the agent presence is set in workspace CTI.
UI macros installed with OpenFrame
The following changes have been made to UI macros:
  • The show_phone UI macro is installed when the Openframe plugin (com.sn_openframe) is activated and not when the Customer Service CTI Demo Data plugin (com.snc.customerservice_cti_demo) is activated.
  • The show_phone_customer_service UI macro is installed when the Openframe plugin (com.sn_openframe) and Customer Service plugin (com.sn_customerservice) is activated.
UI macros for CTI integration to make calls
If you are using a third-party provided CTI application, then you can integrate with the show_phone UI macro to make calls.
Comments and file attachments in Virtual Agent conversations
After you upgrade to the New York release, file attachments and comments that you add during a Virtual Agent conversation are added to the case record. In releases prior to New York, the attachments and comments are displayed in the chat window.
Roles for using response templates
Customer service agents (sn_customerservice_agent) inherit the response template reader role (sn_template_snip.template_snippet_reader) and can access response templates assigned to all groups to which they belong. Customer service managers (sn_customerservice_manager) inherit the response template author role (sn_templated_snip.template_snippet_writer) and can create response templates.
CSM dashboard enhancements
The Proactive Customer Service Operations dashboard helps managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers.
Agent Workspace for CSM enhancements
  • View the account hierarchy on the Case form. Expand and collapse the hierarchy and click an account to view the account details in a sub tab.
  • For cases that are created from a community discussion, customer service agents can view and respond to the discussion from the case form.
  • The timeline ribbon component supports both contacts and consumers.
  • The list panel includes a section for Major Issue Management and a filtered list of accepted major cases.
  • View the Knowledge Gaps and Child Cases related lists on the Case form.
  • View the Task SLAs and Approvers related lists on the Escalation form.
Roles for Customer Service Management integration with Service Management
Assign roles that enable customer service agents to view and create incident, problem, change, and request records for customer service cases.
Provide read access to problem, change, and request records for cases from the Customer and Consumer Service Portals
External customers with read access to customer service cases can view the case-related incident, problem, and change records. For problems, customers have read-only visibility to problems related to cases for their account. System administrators can define the problem view for external customers.
Create requests from the Customer and Consumer Service Portals
Contacts and consumers can browse the service catalog, make selections, and submit requests from the Customer and Consumer Service Portals. If a case is opened as a result of a request, the system enables the Initiated as request field on the Case form.
  • With the case manager role, contacts can create and view requests for themselves or on behalf of other contacts from the same account.
  • With the customer admin role, contacts can create and view requests on behalf of child accounts.
  • With the partner role, contacts can create and view requests for other accounts.
Case tasks use the CSTASK prefix
When you create a task for a customer service case, the system generates a task number with the CSTASK prefix. Case tasks included as part of the Customer Service Management Demo Data plugin also use the CSTASK prefix. Case task records are stored in the Case Task table (sn_customerservice_task).

Following upgrade to the New York release:

  • New case tasks use the CSTASK prefix.
  • Existing case tasks, regardless of state, use the TASK prefix.
Case enhancements
End users can close cases from the Customer and Consumer Service Portals. After closing a case, the system redirects the user to a survey.
Enhancement to the Customer Service Management and Customer Service Portal landing pages
Widgets such as Most Viewed Articles and Most Useful Articles with metadata have been added to the landing pages.
URLs from the Customer Service Management and Customer Service Portal pages redirected to the relevant content pages
Link to Knowledge in the main page takes you to the kb_home page which is the desired content page.
Enhancement to the consumer registration page
The consumer registration page has been enhanced for better user experience.
Enhancement to antivirus scanning for attachments
While creating cases, antivirus is enabled and attachments are scanned and notified.


AssumeRole Enhancements for AWS Organizations
AWS Organizations support, previously introduced in the London release, now leverages fully configurable AssumeRole request parameters as dictated by the AWS Security Token Service AssumeRole API Action. For details on the specific parameters, see Amazon Web Services documentation for AssumeRole API Action.
Cloud Discovery
Discovery Manager wizard helps to quickly create cloud Discovery schedules. Select the accounts and subaccounts to discover, the credentials for accessing these accounts, and the MID Servers to scan the resources. You can add accounts and credentials with the wizard or go directly to Guided Setup to create an additional MID Server.
Discovery Home page
Discovery home page provides a new tile to view the results of a cloud Discovery. Click the Cloud Resources tile to display a chart of the different resources discovered.
GETBULK settings
GETBULK request allows you to retrieve a large amount of data in batches, reducing the number of requests and reducing latency. In previous versions, the SNMP probe parameter [use_getbulk] allowed you to configure GETBULK at the probe parameter only. Now, you can set for individual MID Servers or globally for all MID Servers using [mid.snmp.use_getbulk].

If you previously had this probe parameter set to Off, the global settings remain Off to avoid unnecessary issues. You can set the parameter to True to turn GETBULK on. If you previously had this probe parameter turned On, the global settings remain On.

IP address reconciliation
IP address reconciliation code has been updated to prevent duplicate IP addresses from being inserted in the IP address [cmdb_ci_ip_address]tables. Previously, some configuration items (CIs) with the same serial number under the same schedule could be discovered.
Probe to pattern migration
Probe to pattern migration is only supported for the New York release and later. See the Switching from Probe-based Discovery to Pattern-based Discovery [KB0694477] article in the HI Knowledge Base for more information.
Shazzam probe for SNMP devices
Shazzam probe now targets sysObjectID (OID) rather than sysDescr, because the latter can be empty. If there's no response, the Shazzam sensor doesn't trigger the SNMP - Classify probe.
Shazzam payload controls
Shazzam probe payload is no longer controlled by probe parameters. This payload is now controlled by the MID Server properties: shazzam.chunk_size, mid.shazzam.regulator.packets_per_interval, and mid.shazzam.regulator.interval_ms. The properties can be added to MID Servers and adjusted to change the probe payload settings. It's not necessary to add these properties because the Shazzam probe falls back on the default value of each property.
Windows Discovery optimization
A script is now run to offload work to the remote Windows systems to enhance efficiency of the Windows Discovery probe. It's a requirement that these remote Windows systems run PowerShell 2.0 or higher (up to 5.0) to allow the script to run properly.

The Windows-installed software probe has been updated to enhance performance. This probe now uses the admin$ share folder as the default. When the MID Server queries the target, the output is now written as JSON instead of XML. For more information on Windows Discovery, see the knowledge base article KB0752537.

There is a new probe parameter output_format that controls the output format of the probe and should not be changed. The probe post-processing script was updated to handle the new format. You must have a minimum of 10 MB of free space for this to work.

Windows Server 2019
New York release supports the discovery of Windows Server 2019 and Microsoft Hyper-V server running on Windows Server 2019.
Windows probes
All Windows probes using WMI protocol now use the admin$ share folder as the default to enhance performance. If another network share is mounted on each Window's target, the folder may be changed by updating the MID Server property mid.powershell.target_base_dir.

Document Viewer

Document Types supported by Document Viewer
Document Viewer supports Microsoft Word (.doc) and (.docx), Microsoft PowerPoint (.ppt) and (.pptx), Microsoft Excel (.xls) and (.xlsx), and PDF document types.

Event Management

Learned Patterns Report
The Learned Patterns report appears in table format instead of dashboard format.
New term for Agent Intelligence
Agent Intelligence is now called Predictive Intelligence.
MID Server RCA support
As a legacy customer, you can configure a MID Server with RCA support. This feature is not available for new customers.
Performance improvements
Substantial performance improvements have been implemented for event processing, impact calculation, and alerts correlation.

Field Service Management

Transfer order line task
Use transfer order line tasks to move transfer order lines from one stage to another.

Financial Management

Activation of Financial Management plugins
The plugins in the Financial Management application are no longer available to be activated directly. To request any of these plugins, contact ServiceNow Technical Support.
Limitations in Financial Management functionality
To activate the Financial Modeling application, you must have either an ITSM professional subscription or an APM subscription. The set of features in Financial Management activated through these plugins is limited.

Governance, Risk, and Compliance

ServiceNow® GRC: Profiles application
Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.
Change in frequency of entity updates
Previously, when you added new entities to an entity type or removed existing entities from an entity type, a scheduled job was triggered every five minutes to update the related links in the system. To improve system performance, the scheduled job is now triggered once per hour.

Guided Tour Designer

Guided Tours Dashboard
Review your guided tour usage statistics with the help of the Guided Tours Overview dashboard. This dashboard has two tabs.
  • User Engagement: Shows the number of users actively working with guided tours and trending over a time.
  • Tour Statistics: Shows user engagement trends and patterns. This tab helps you build more successful tours by analyzing tour completions and tour failures.
Callout editing options
Add or modify callout content in the Text field of the Create Step panel. Change the direction of the callout by selecting the appropriate option in the Placement area.

ITSM Virtual Agent

Modified ITSM Virtual Agent conversation
Improved the following ITSM Virtual Agent topic flows:
  • Order an Item — Text enhanced with more specific detail and renamed to Submit a Request. Enables you to order basic items directly within ITSM Virtual Agent.
  • Reset Password — Text enhanced with more specific detail and renamed to Get Password Reset Link. Enables you to obtain a link to directly reset a password within ITSM Virtual Agent.
  • System Status — Text enhanced with more specific detail and renamed to Service Disruptions. Enables you to view known outages and degradations within ITSM Virtual Agent.

Incident Management

KCS article integration for Incident Management
Knowledge-Centred Service (KCS) is an initiative related to the creation and continuous improvement of knowledge. KCS article integration for Incident Management enables you to create known error articles more easily from an incident and use templates to include issues and resolutions.
Calculation of time to identify in Post Incident Report includes alerts
The Time to Identify is calculated as the difference of time between the creation of the first related alert for the incident or creation of the incident (if there is no alert or the Event Management plugin is inactive), whichever is earlier, and the time when the incident is first proposed or promoted as a major incident.
Note: In previous releases, this value indicated only the time from creation of an incident to when the incident was first proposed as a major incident.
Clickable links on major incident workbench
Added clickable links for all the related records in the cards under the Summary tab. You can go to the form view of any record using the link. Except for the related alert links in the Alert card, all other links take you to the form view of the record. For Alerts, the link takes you to the Alert workspace.
Create Outage
When you create an outage from an Incident, the outage record is not saved unless you manually save or submit the record. In previous releases, when you created an outage the record was created and saved immediately.
Customizable Outlook add-in
Create new manifests, and clone and customize labels, logos and descriptions of the Outlook add-in. You can also change the plugin ID in order to use multiple versions of the add-in from an Outlook client.

Internationalization and localization

Added support for more languages

You can now internationalize an instance to Norwegian or Swedish. Also, you can internationalize an instance to Korean with a new plugin that replaces the older, deprecated plugin.

Documentation reorganization

The documentation for System Localization now has a cleaner, more rationalized structure.

Knowledge Management

Knowledge search
  • Asynchronous search filters: Set filters to narrow your search for knowledge articles. The search filters are not shown by default.
  • Duplicate articles search: Eliminate duplicate articles when creating an article through improved duplicate detection that uses machine learning-based similarity results.
  • Ability to filter search results using category hierarchy: Narrow your search results by category. The search results include articles in the parent categories and associated child categories.
Knowledge notifications
  • Article links in notifications: Click an article link in the article subscription or Article Quality Index (AQI) notifications to be automatically directed to the Knowledge Management Service Portal.
  • Improve productivity by managing notifications when an article is submitted for approval, approved for publishing, or rejected for publishing.

MID Server

Tanuki Service Wrapper
The MID Server installer includes the Tanuki Service Wrapper version 3.5.36 for the New York release.
MID Server property -
In previous releases, this property was set to true to force all MID Servers to upgrade through the instance and was configurable by customers. In the New York release, auto-upgrades are performed by the MID Server host computer and not by the instance. To implement this behavior, the default value of this property was changed to false, and the property was concealed to protect the setting. DO NOT change the value of this property.

Mobile platform

Mobile Application Hierarchy
The mobile application hierarchy has changed to a more configurable format using application launchers and a configurable navigation bar.
Form Applet has replaced record details screens
Use the form applet to provide a view of record details, activity, and related lists for a record. Applets that link to a record, such as a list applet or calendar applet, can optionally include a form applet. Previously, applets linked to details screens displaying form data.
Guided application creator
Create a mobile application in Guided Application Creator. With the Guided Application Creator, you can set up an application and use it right away. A developer can add more functions later. New applications that are created in Studio now use the Guided Application Creator by default.
Mobile UI Styles
Use the new item view enhancements to add dynamic styling options and new style capabilities to provide a better experience for your users.
Role required for Approvals
Use the business_stakeholder or the approver_user role to approve a catalog request or requested item.


Inbound email attachments that exceed size constraints do not attach to the target record
When an attachment for an inbound email exceeds the size limit, the attachment is discarded. A record is created in the Email Attachments [sys_email_attachment] table containing the discarded file name and the reason it was discarded. The discarded file remains in the Email [sys_email] record.
Attachment handling in email client configuration
By default, attachments that are sent from the email client are attached to the target record. Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions that define which email client attachments are added to the target record.
Email Client Quick Message Author role
A new role has been created to let more users write quick messages for the email client. Assign the email_client_quick_message_author role to business managers so that they can create quick messages for users in their group.
Variable for current users in the email client
The ${current_user} variable in quick messages or email client templates lets users reference themselves in emails that they send from the email client.
Condition field in Email Client Quick Message
A condition field has been added in the quick messages form to let authors identify the target record in which the quick message is available in the email client.


Manage conference calls
Enable users to join an active conference call without having to navigate through related records.
Sending SMS messages simplified
Send SMS messages as efficiently as adding a participant to a call. You can easily choose a number or a provider from which you want to send an SMS to the conference call participants and add and remove participants. You can also search for a participant, group or phone number to send an SMS.
Custom label for numbers and shortcodes
Add a user-friendly label for numbers and shortcodes from service providers using the Label field in the Notify phone number page.

On-Call Scheduling

Support of multiple escalation policies per shift
On-Call Scheduling supports multiple escalation policies per shift.

Operational Intelligence

Anomaly detection
  • The action level of anomaly detection can be configured to manage overall data load as needed. Use the anomaly_detection_action_level configuration setting to increase or decrease the anomaly detection processing that is applied to specific configuration items (CIs) and metrics at different stages of implementation.
  • The time series modeling and anomaly score calculations accuracy is improved. These improvements provide more robust anomaly detection and fewer false positives through dynamic threshold analysis of control factor.
Insights Explorer
  • Open the application service map for an application service that appears in Insights Explorer.
  • Operational Intelligence MID Servers support higher metric ingestion rate. This ability reduces the Insights Explorer refresh interval to a minute and therefore, the metric data that you view in Insights Explorer is more up to date.

Password Reset

IntegrationHub subflows automate password reset processes
In earlier releases, Password Reset used native workflows for processes. The Password Reset application now uses IntegrationHub subflows to perform operations. You can modify the subflows to meet your password reset needs. IntegrationHub subflows are easier to understand, modify, and maintain than workflows.
IntegrationHub subflows define credential types
The base-system supports two credential store types: the Local ServiceNow Instance credential store and the Active Directory (AD) credential store. If you use a different identity provider, such as Okta, Microsoft Azure AD, or Microsoft AD, you can use IntegrationHub subflows to create a custom credential store type.

Performance Analytics

Improved time series aggregation support
You can now apply a year-to-date or a by-year time series aggregation to indicators that have daily or weekly data collection. For example, if you create a widget for the "Number of open incidents" indicator, which has daily data collection, you can select By year SUM for the time series aggregation for that widget.
Time series widgets with the relative compare visualization support breakdown dashboards

If you have a time series widget with the Relative Compare visualization, and you put it on a breakdown dashboard, you can now configure the widget to follow the breakdown elements that a dashboard user selects. Previously, time series widgets with the Relative Compare visualization could not follow elements on breakdown dashboards.

For more information about breakdown dashboards, see Using breakdowns on dashboards.

Spotlight: Domain Separation support
Spotlight jobs now follow the access, visibility, and domain hierarchy of the Spotlight group Run as user. You can thus enforce data separation between business entities, customers, or sub-organizations that use Spotlight.

A user sees only the Spotlight records that reference the evaluated records within the domains of that user.

Spotlight: Copy Spotlight group to other domains
You can copy a Spotlight group to other domains. This feature saves you from having to create the Spotlight group manually multiple times for multiple domains.
Spotlight: Copy Spotlight group to breakdown elements
You can copy a Spotlight group to multiple elements of one breakdown. This feature saves you from having to create the Spotlight group manually multiple times for multiple breakdown elements.
Changed Out-of-the-box Performance Analytics Solutions

Platform security

Collapsible security banner text
Collapse or expand the text content that appears in the Instance Security Center banner.
Reorder event metrics
Change the order in which the event metrics appear on the Instance Security Center event ribbon.
Untrusted and trusted email domains
Blacklisted email domains are now referred to as untrusted domains. Whitelisted domains are now referred to as trusted domains.

Policy and Compliance Management

ServiceNow® GRC: Profiles application
Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.

Predictive Intelligence

Centralized prediction server
A new centralized prediction service is now used for predictions in a shared service architecture with increased memory. Hosted in multiple datacenters and able to run multiple models simultaneously, this architecture enables the system to support larger-sized models, as well as customer-independent models such as Syntaxnet, which is required for natural language understanding.
Removal of classification class limit
In previous releases, the threshold for classification solution processing was set to 50 classes per solution. In this release, the fixed limit of 50 classes per solution is removed so that all classes can be modeled for a given dataset.
Visualization for classification solution statistics
A custom bubble chart is provided for better visualization of statistics for trained solutions so you can compare the coverage-to-precision measures of individual classes and their relative sizes and identify any classes that require retuning.
International language support
Previous releases supported these languages for classification solutions: English, French, German, Japanese, Dutch, Spanish, and Italian, while similarity solutions were available only in English. In this release, Italian and Brazilian Portuguese are also supported, and all of these languages are collectively supported for both classification and similarity solutions.
Word corpus creation
The word corpus is now a reusable object that you can apply to your similarity or clustering solution so it can compare similar records in a table or across multiple tables. For example, in a similarity solution you can locate similar resolved incidents to help agents resolve incoming incidents. To see how a word corpus can help you locate relevant KB articles to resolve a given incident, see Create and train a similarity solution.
Comparing different document types
Similarity solutions are enhanced so you can compare different record and document types across multiple tables, such as an incident record and a knowledge article. Specific techniques are also developed that enable the system to compare small text with large text.

Project Portfolio Management

Resource Management
Pin the Planned Cost, Actual Cost, and Allocated/Confirmed Cost columns in the resource grid on the Resource Allocation Workbench to view the cost effect in real time as you update the planned, confirmed, and allocated hours of your resources.
Demand Management
  • The Category and Type fields on the Demand form become read-only after any work entity is created from the demand. If the work entity is deleted, these fields become editable.
  • Demand Budget was renamed Create Demand Budget in the related link of the Demand form.
Project Management
  • View related links and lists on the Project form based on the value set for the Execution type field.
  • Add or remove stories from either your Agile or Hybrid projects using the Manage Stories option under the options icon in the Project Workbench.
  • The Planning Console's project context menu shows the Create Agile Phase and View Stories options only for Agile and Hybrid projects. The options are no longer available for Waterfall projects.
  • For an Agile project, the planned effort, actual effort, and planned cost from the associated stories roll up to the project.
  • View and track the progress of a project from various aspects using the widgets and reports on the Analytics tab of the Project Workspace.
  • The following fields were added to the project status report:
    • Project Name
    • Phase
    • Actual End Date

    For upgrade customers, the Phase field in the project status report for existing reports remains empty. For new reports, the Phase field displays the current phase of the project such as Initiating, Planning, and Executing.

  • View the planned start date and planned end date for a project in the Planning console by default.
  • Configure the hint text for a column label for the Planning Console, Portfolio and Program workbench (Timeline view), and Gantt Chart related link of the Release module.
  • Avoid unexpected behavior upon installation of other plugins such as Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) with restructured planned task V2.
  • You can no longer delete a project in the Work in Progress state.
  • Upon changing the state of a project task from Work in Progress to Closed Skipped or Closed Incomplete, the Percent complete field retains the current value and becomes read-only.
  • The selected field preferences on the Financials tab of the Project Workspace are saved and are available when you reopen it.
  • You can specify negative planned costs on the project cost plans to capture the refunds on the projects so that the Net Present Value, Internal Rate of Return, Estimate At Completion, and Estimate To Complete values are up to date.
Activation of the Financial Planning plugin
Performance Analytics – Content Pack – Financial Management for Financial Planning ( is no longer available to be activated directly. To request this plugin, contact ServiceNow Technical Support.


Predict transform supported in MetricBase
You can choose to graph predicted data alongside real data. The Predict transform compares the predicted time-series data generated by a model to real data.
Column view access control supported for list reports
To protect sensitive data, a system property allows an admin to prevent users from adding certain columns to list reports. This ensures that specified users or groups aren’t able to view or export this data in reports. The property enables the add_to_listadd_to_list ACL for the Available list when you configure a list report.
Improved visualizations
Improved color contrast and modernized visualizations in the Performance Analytics and Reporting applications create a more consistent user experience.

Risk Management

ServiceNow® GRC: Profiles application
Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.

Scaled Agile Framework (SAFe)

Story board
Prior to the New York release, the Sprint Tracking tab on the SAFe Board displayed the progress of stories on a Visual Task Board. The Story Board view has been added to the Sprint Tracking tab. The Story Board view displays the progress of stories on a Visual Task Board.
Planning tab
The Big Room Planning tab on the SAFe Board has been renamed as the Planning tab.
Sprint details update

Prior to the New York release, you could edit the sprint details only from the Sprints module using lists and forms. You can now edit the sprint details directly from the SAFe Board.

Service Catalog

Modifications for a multi-row variable set
  • When you clone a request that contains a multi-row variable set, the information that is specified in the multi-row variable set is available in all cloned requests.
  • A multi-row variable set is now visible in the variable summarizer in Service Portal.
Request submission using Virtual Agent
The pre-defined Order an item topic conversation has been renamed to Submit a request. You can submit a request for a supported catalog item via Virtual Agent by answering questions in the conversation instead of opening the catalog item and filling in a form.

Service Level Management

Service commitment related list exposed
Activate the Service Portfolio Management SLA Commitments (com.snc.service_portfolio.sla_commitment) plugin to view the Service offering related list in the Contract SLA form. While creating an SLA definition from a service commitment, the Service offering only flag is set to true to support the existing SLA definition functionalities.

Service Mapping

Subscriptions for IT Operations Management applications
The ServiceNow platform uses a new licensing method where your organization is charged for using the following IT Operations Management products: ServiceNow® ITOM Visibility product, ServiceNow® ITOM Health product, and ServiceNow® ITOM Optimization product.
The Discovery (com.snc.discovery) plugin activation automatically triggers activation of the ITOM Licensing (com.snc.itom.license) plugin. For more information, see Request Discovery.
Enhanced integration between ITSM and Service Mapping
The improved mechanism of recognizing planned and unplanned changes is implemented. Data that Service Mapping provides to ServiceNow® Change Management product is more accurate than before.

Service Portfolio Management

Business Service label
All occurrences of the Business Service table and reference field label Business Service throughout the product are changed to Service. For example, the Business Service form is changed to Service form.
Note: This change is for new instances only and does not affect existing upgraded instances.
Service and Service form attributes

Services can exist without a parent taxonomy node only until they are in the Pipeline phase with an Approved status. At this point, the service must be associated with a parent taxonomy node.

Services cannot be in the Catalog or Retired phase without association to a parent taxonomy node.

All services should have at least one associated offering. A service cannot move to the Catalog phase without an offering.

Service form fields are changed, while other fields are added. Added or changed fields include:
  • Service portfolio
  • Taxonomy node
  • Delegate
  • Phase (changed from Portfolio status)
  • Status (changed from Service status)
  • Aliases
  • Business contact
  • Maintenance schedule
  • Performance score
  • CSAT score
  • Short Description
  • Version
  • Start date
  • End date
  • Delivery Manager
  • Business relation manager
  • Service provider
  • Prerequisites
  • Business need
  • Last review date
  • Compatibility dependencies
  • Monitoring requirements

The Edit Weights related link is added to the Service form.

The View Toggle button is added to the Service form.

Several related lists are added to the Service form so that service owners can view all active tasks and information related to a service. Related lists include:
  • Services I Depend On.
  • Services Dependent On Me.
  • Incidents.
  • Problems.
  • Recent Changes: Includes, currently active changes, closed in the past seven days, or scheduled to start within the next 14 days for this service.
  • Other tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are currently active or closed in the past seven days.
  • Knowledge Articles.
  • Service Offering Node Weights.
  • Improvement Initiatives.
Service offering and Service Offering form attributes

Service offerings are operational only when the parent service is in an operational state.

Service offerings are retired when the parent service is retired.

When a service offering is retired, a notification is sent to users with the catalog_admin role indicating that associated catalog items are orphaned. A user with the catalog_admin role can then deactivate the orphaned catalog items.

Service Offering form fields are changed, while other fields are added. Some added fields are inherited from the parent service. Added or changed fields include:
  • Owned by
  • Delegate
  • Start date
  • End date
  • Maintenance schedule
  • Aliases
  • SLA
  • Performance score
  • Short Description
  • Description
  • Delivery manager
  • Phase (changed from Portfolio status)
  • Status (changed from Operational status)
  • Total subscribers
  • CSAT survey frequency
  • CSAT survey last sent

The Edit Performance Weights related link is added to the Service Offering form.

The View Toggle button is added to the Service Offering form.

The Service Availability related list is removed from the Service Offering form.

Several related lists are added to the Service Offering form so that service owners can view all active tasks and information related to a service offering. Related lists include:
  • Service Offerings I Depend On.
  • Service Offerings Dependent On Me.
  • Outages.
  • Incidents.
  • Problems.
  • Recent Changes: Includes, currently active changes, closed in the past seven days, or scheduled to start within the next 14 days for this service.
  • Other Tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are currently active or closed in the past seven days.
  • Knowledge Articles.
  • Catalog Items.
  • Performance Metrics.
  • Improvement Initiatives.

Software Asset Management

Citrix publisher pack
  • Most software publishers (like Microsoft) require applications that are delivered via Citrix to be licensed based on potential access from a user or a device instead of actual application usage. License compliance reporting for software delivered through Citrix considers users and devices with potential access to applications. See Software Asset Management upgrade information for the manner in which this change has been handled.
  • The Citrix discovery probe uses a discovery pattern that may misidentify a device as a Citrix Delivery Controller. A change has been made to the pattern used by Citrix discovery probe to address this issue.
  • On the client access record form, a new field User/Device count replaces the total device count field.
SAP publisher pack
  • A new column, Is discovered is added to the Named User Type [samp_named_user_type] table.
  • The Named user types navigation menu is filtered to show records where the column Is discovered equals true.
  • The Named User Types form has a new related list, SAP roles, which is used to map named user types to roles.
  • The SAP Users form has two new related lists, SAP user activities and SAP web activities.
  • The SAP System User [samp_sap_system_user] table has a new column, Optimized named user type, which is visible in the default list view.
  • The SAP dashboard has new widgets: Users for role-based optimization, Potential indirect users from user activity, and Potential indirect users from transaction activity.
  • A new Downloads menu item is added to the SAP module. Download the SAP ABAP code directly from the ServiceNow instance.
  • On the SAP connection, the UI action has been modified to test the SAP connection and the version of the deployed ABAP code.
Label for Downgrades/Upgrades changed to Downgrade Rights
The label for the Downgrades/Upgrades related list on the Software Entitlement form has been changed to Downgrade Rights.
Downgrade rights
  • Downgrade rights can be deactivated on the Software Entitlement form. Deleting downgrade rights is no longer supported.
  • Downgrade rights support is added to the following calculators:
    • Common: Per Core, Per Processor
    • Microsoft: Per Core (with CAL), Per Core
Microsoft Publisher Pack
The Microsoft Per Core (with CAL) license is updated to consider unlimited virtualization for the Windows Server Datacenter Edition deployed in clustered environments.


Linting using ESLint
Provide linting capabilities using ESLint. Modify or view default linting configurations by accessing the glide.ui.syntax_editor.linter.eslint_config property in the System Property [sys_properties] table.

Test Management 2.0

Test Management 2.0 and Project Portfolio Management integration
Project Portfolio Management no longer activates Test Management 1.0. To carry out the testing activities on projects, activate both the Project Portfolio Management and Test Management 2.0 applications separately.

Vendor Risk Management

Standardized Information Gathering (SIG) Questionnaire Integration
Your vendor contact can upload a prefilled SIG spreadsheet or take a form-based questionnaire which gets imported to the instance. Links to download a blank SIG template were removed from the Vendor Portal and from the Vendor Risk Assessment form.

Virtual Agent

Virtual Agent client interface (end user) enhancements
  • Virtual Agent web client interface:
    • + option for starting or ending a conversation, which was formerly available in the More options menu.
    • Topic search and pagination controls
    • New color theme and heading for Live Agent chat interface
    • Attachment and send icon for uploading image attachments during Live Agent chat.
  • New commands for bot conversations in messaging integrations: help (provides a short list of useful commands), agent (transfer to live agent), and logout (unlink a ServiceNow account from a messaging integration).
Virtual Agent admin configuration and topic authoring enhancements
  • Conversation settings: In the General Settings, use the Setup Topics tab to select and configure setup topic elements for your conversations. Use the NLU Settings tab to enable NLU for your instance.
  • Virtual Agent Designer:
    • Topics page opens in a platform window (navigate to Collaboration > Virtual Agent > Designer).
    • Topic management features: Topics page provides additional filters for organizing and viewing your topics. You can also create or modify topic categories to group related topics.
    • NLU properties in Topics Property page: When NLU is enabled, you can set NLU properties for the topic. Select the NLU Model for the topic and the Associated Intent that maps to the topic. You can enable the Resume topic flow feature to let users to return to the original topic after conversation switching occurs.
    • NLU fields in property sheets for Input controls: For the Text, Static Choice, Reference Choice, Boolean, Date Time, and Carousel controls, you can enable NLU and entity extraction at the node level. You can specify the Associated Entity for the control, select Enable NLU at Input Node to allow text input at the node level, and select Confirm Entity Recognition to ask the user to confirm the entity value extracted by your virtual agent.
  • The context variable vaContext.deviceType is available for identifying a Virtual Agent messaging channel in scripts. For example, vaContext.deviceType === 'slack' identifies the Slack messaging channel.
Messaging integration configuration changes

Visual Task Boards

Add labels
Distinguish tasks on the task board by categorizing them by labels. You can add, rename, prioritize, and delete labels. You can also apply colors from the palette to the Visual Task Board.
Assign users from Quick Panel
Assign users and prioritize tasks with the revised quick panel options.
Filter tasks by due date from Board header
Filter tasks by due date by clicking Due By on the board header.

Vulnerability Response

NVD JSON integration
Version 8.0: To support the anticipated switch from XML to JSON by the National Vulnerabilities Database (NVD), NVD data feeds have been updated to use JSON.
Note: By default, all data feeds for NVD Auto-update are disabled. To enable the feeds that you want, see Configure the scheduled job for updating NVD records.
Configuration additions to Setup Assistant

Version 8.0: Added configuration for Assignment Rules and Microsoft Security Response Center configuration for Vulnerability Solution Management within SetupAssistant.

CI Lookup Rule used for the CI appears on Discovered Item records
Version 8.0: Added the CI matching rule field to the Discovered Items form to make it easier to identify potential matching issues.
Integration changes

Version 9.0: The template integration can no longer be deleted. Disable it instead.

Web services

Custom processors deprecated
While legacy, custom processors will continue to be supported, creating new custom processors has been deprecated. Instead, please use the Scripted REST APIs.