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New features and products in New York

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New features and products in New York

Cumulative release notes summary on new New York features and products.

New products were introduced in New York, 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 Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(), getInputs(), getQuestions(), getAnswers(), getDecision(), getDecisions()
DynamicTranslation getDetectedLanguage(), getTranslation(), isEnabled()
FlowAPI executeFlowQuick(), executeSubflowQuick(), executeActionQuick(), startFlowQuick(), startSubflowQuick(), startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(), addDaysUTC(), addMonthsLocalTime(), addMonthsUTC(), addSeconds(), addWeeksLocalTime(), addWeeksUTC(), addYearsLocalTime(), addYearsUTC(), after(), before(), compareTo(), equals(), getDate(), getDayOfMonthUTC(), getDayOfWeekLocalTime(), getDayOfWeekUTC(), getDaysInMonthLocalTime(), getDaysInMonthUTC(), getDisplayValue(), getDisplayValueInternal(), getDSTOffset(), getErrorMsg(), getFloatValue(), getInternalFormattedLocalTime(), getLocalDate(), getLocalTime(), getMonthLocalTime(), getMonthUTC(), getNumericValue(), getTime(), getTZOffset(), getUserFormattedLocalTime(), getValue(), getWeekOfYearLocalTime(), getWeekOfYearUTC(), getYearLocalTime(), getYearUTC(), GlideDateTime(), hasDate(), isDST(), isValid(), onOrAfter(), onOrBefore(), setDayOfMonthLocalTime(), setDayOfMonthUTC(), setDisplayValue(), setDisplayValueInternal(), setGlideDateTime(), setMonthLocalTime(), setMonthUTC(), setValue(), setValueUTC(), setYearLocalTime(), setYearUTC(), subtract(), toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
GlideSPSearchAnalytics publish()
hr_ActivitySet createLECaseByService(), hasActiveCaseByService()
hr_Utils getPrimaryJob(), switchPrimaryJob()
NotifyConferenceUtils addToConferenceByPhoneNumber(), addToConferenceByUserId(), doConferenceAction(), getConferenceInputDataTemplate(), getServiceProvidersCapabilities(), isActionSuported(), kickByParticipantGR(), muteByParticipantGR(), unmuteByParticipantGR()
ResponseTemplate render(), query()
SkillDeterminationUtils assignSkillsToWorkItem(), determineWorkItemSkills()
SMSPreferenceHandler getConfig()
Transformer getRow(), transform(), Transformer()
TransformerDefinition recordPath(), transformerDefinition(), validate()
TransformerRuleList addRule(), fromJSON(), fromXML(), setName(), thenAdaptCurrency(), thenAdaptDuration(), thenAdd(), thenApplyMap(), thenApplyPattern(), thenCeiling(), thenConcat(), thenConcatSymbol(), thenDivideBy(), thenDivideInto(), thenFloor(), thenFormat(), thenMax(), thenMin(), thenMultiply(), thenReplace(), thenRoundDown(), thenRoundUp(), thenSplit(), thenSubtract()
Table 2. New global classes and additional methods to existing global classes
Class Methods
DSCScriptableAPI chkDataInvalidDomainForTables(), chkDataInvalidPathForTables()
MLSolutionResultAPI findActiveSolution(), getClusterInfo(), getClusterAssignments()
MobileDeepLinkGenerator getScreenLink, getFormScreenLink
UserSkillAnalyzer analyzeUserByID(), analyzeUserBySkills()
UserSkillRanking getQualifiedRankedUsers()
Table 3. New client classes and additional methods to existing client classes
Class Methods
DynamicTranslation getDetectedLanguage(), getTranslation(), isEnabled()
GlideAgentWorkspace (g_aw) - Client openRecord()
GlideForm onUserChangeValue()
Guided Tours applyListFilter(), endTour(), events.off(), events.on(), getAllTours(), startTour()
NotifyOnTaskClient addParticipants(), doConferenceAction(), endConference(), getNotifyActionTemplate(), start()
openFrameAPI setPresenceIndicator()
spContextManager addContext, getContext, getContextForKey, updateContextForKey
Table 4. New REST APIs and additional endpoints to existing REST APIs
API Endpoint
Change Management
  • GET /sn_chg_rest/change/{sys_id}/ci
  • GET /sn_chg_rest/change/worker/{sys_id}
  • POST /sn_chg_rest/change/{sys_id}/ci
  • POST /sn_chg_rest/change/{sys_id}/refresh_impacted_services
Open NLU Resource
  • GET /open-nlu/models/
  • GET /open-nlu/models/{model_id}/intents
  • GET /open-nlu/models/{model_id}/entities
  • POST /open-nlu/models/predict

Advanced Work Assignment

Set up a custom service channel
Set up custom service channels so that your organization can support a wider range of requests. In the Madrid release, you could only use four default service channels: Chat, Case, Incident, and Walk-up. Now, in addition to the four default channels, you can create a service channel from any Task [task] or Interaction [interaction] table.

Agent Workspace

Customizable Agent Workspace landing page

The Agent Workspace landing page displays a set of reports that are the initial view of your agent’s workspace. You can customize your landing page layout (header, containers, and widgets) and incorporate reports, such as a report that shows trending issues, to appear on the page.

Similarity Analyzer for trend recognition
Define patterns and trends that can help with resolving issues or tasks. By using definable Predictive Intelligence similarity solutions, the Similarity Analyzer can reference such trends as common resolutions, linked problems, major incident detection, and linked major incidents. If you enable Agent Assist Recommendations, you can recommend solutions to agents for recognizable trends.
Agent Assist Recommendations
Configure Agent Assist Recommendations to display recommended actions when specified trends result from similar incidents. After you enable and configure Predictive Intelligence and the Similarity Analyzer, you can define the recommendation for messaging, display, and actions for the specified trends. You can also prioritize recommendations to ensure that the best recommendations appear in a logical order for multiple trends.
Agent Workspace form updates
  • Administrators can add highlighted values to the secondary values in the form header. Reference fields that display as secondary values open the corresponding record in a child tab.
  • Administrators can use Workspace View Rules to control which form view renders for their users. Conditions can be set on roles or field values.
  • Agents can add tags to records. Tag visibility can be set to all users, visible only to specific groups or users, or visible to a single user.
  • Agent Workspace supports uploading file attachments via drag and drop, uploading multiple file attachments, and previewing an image attachment before upload.
Agent Workspace list updates
  • List UI actions: By enabling new OOB UI actions on full lists, agents can multi-edit records and assign records to themselves. For scalability, the New list UI action administers through the new Declarative Action framework. You can exclude New UI actions from tables using the Action Assignment module, which replaces the task of adding tables to the New Button List Exclusions table.
  • List multi-edit: Agents can update multiple records in a list at one time.
  • List export: List records can export into CSV, XLSX, JSON, or PDF files. Agents can choose to download the file or send via email.​
  • List quick edit: Agents can view record information and the activity stream and also apply changes to a single record without leaving their list.
  • List grouping: Agents can group lists by a single column.​
  • List column filtering: Agents can quickly filter a list via column headings without having to open the advanced filter.
Quick actions (slash commands) in chat
Set up shortcuts in Agent Workspace chat so agents can work more efficiently with their customers. Agents can trigger a quick action by entering the slash (/) followed by a command shortcut in the chat message box. For example, agents can enter the quick action command /ta <agent name> to transfer a chat to another agent or /tq <queue name> to transfer the chat to another queue.
Response templates
Create response templates that define standard messages or information that agents can see when they are working on cases or incidents, or when they are chatting with customers in Agent Workspace. For example, in the chat message box, agents enter the quick action command (/r) followed by a message shortcut to display a list of standard response templates. Users with the quick_action_admin role can create response templates and activate base system response templates.
Antivirus scanning
Use antivirus scanning to protect against virus infections from file attachments. After you upload a file, the system automatically scans all files for viruses. You cannot view or download a file with a virus.
Phone e164 support
Phone e164 field types support international phone numbers. This functionality supports international country codes, which makes it easier for agents to properly store and use contact information.

Agile Development 2.0

Personalized columns
Personalize any list on the Agile Board. Configure and view only the columns important to you using the personalize list icon (Personalize columns using the personalize list icon) in the list.
Epic rollup
View rollups and completion percentages as you define and complete work on the larger work items, epic, and feature.
Task board
Track the progress of your scrum tasks in horizontal lanes in the Task Board view.
Performance Analytics Content Pack for Agile 2.0
Install the Performance Analytics Content Pack for Agile 2.0 application from the ServiceNow Store. Performance Analytics Content Pack for Agile 2.0 contains preconfigured dashboards with data visualizations that help you improve your Agile processes and practices.

Application Portfolio Management

Information Portfolio

Capture the information from the assets of your organization as information objects. You can connect the information object to your business applications to have a portfolio of application information ready and accessible to use at any time.

  • Run audits on your information objects to capture the number of information objects that are not related to any business application. You can then relate them to your applications to get a complete information portfolio.
  • Integrate with Governance, Risk, and Compliance (GRC) to become aware of the risks that your applications are exposed to. You can also track the progress of the audit engagements on your business applications.
  • Use the APM Home portal to see statistics such as the total number of database instances connected to database catalogs, the number of database catalogs related to information objects, and the number of data domains that are interlinked to your business applications.
Business application as platform host and platform application

Host your business applications on a platform and track the platform like any other business application of your organization as the Platform Host architecture type.

Track the applications that are hosted on the platform as the Platform Application architecture type.

You can monitor the performance of the platform through which all your applications operate instead of having to track the individual applications.

Enhancements in Technology Portfolio Management timeline
  • Use the By Software Model view view to see the list of business applications that run on a particular software model and the application services that the business applications support.
  • Retain your filter preferences that you've set to filter your business applications. Your filter settings and preferences are retained anytime you log in again, provided you log in with the same credentials.
  • Display the life-cycle information of your external publisher data sources of software models in separate timelines instead of a single source that has the least sequence number.
Enhancements in capability-based planning (CBP) view
  • Customize the Hierarchy ID field to use your own preferred hierarchy ID by setting the system property flag to true.
  • View the services that are related to a selected business capability. Sort, search, and paginate the services that are linked to the business capability in both the Business Capability and Technology Risk views.
  • Navigate directly to the Business Capability form from the Technology Risk view of the Capability-based planning screen to edit the capability record details.
Stakeholder role with read-only permission
Restrict the level of access of your users with a read-only role that enables them only to view reports and APM PA dashboards and tables.
Integration of assessments with business applications and capabilities
Assess your business applications and business capabilities using assessment-based indicators in an effective custom UI.
Exclusive application roadmap view for app owners
View the demands and projects tied to the applications that you own.

Assessments and Surveys

Survey creator role
Assign the survey_creator role to a user to create surveys and view only the surveys created by the user. This functionality limits providing the survey_admin role to a limited number of users.
Owner for a survey, quiz, or assessment
Add a user with the survey_creator, survey_admin, or assessment_admin role as an owner in the Owners field of a survey, quiz, or assessment.
Ability to skip the survey introduction notes
Skip the introduction notes when a survey is launched by selecting the Do not show survey introduction notes check box. This functionality is applicable in both the ServiceNow platform and Service Portal product versions.
Ability to assign an assessment to a CI table field
Specify a user field in the Assessors tab of an assessment from the configuration item (CI) table selected on the Conditions tab. Once sent, the assessment is assigned to all users corresponding to the user field, and these users can submit the assessment.
Surveys topic conversation in Virtual Agent
Collect survey feedback during a chat conversation using the Surveys topic conversation in ServiceNow®Virtual Agent.
Quick start tests for Assessments and Surveys
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Assessments and Surveys still works. If you customized Assessments and Surveys, copy the quick start tests and configure them for your customizations.
  • Survey: Clone Action
  • Survey: Survey Creator Workflow
  • Survey: Question Bank Flow

Asset Management

Improve new hire onboarding experience leveraging Asset Management
Automate the process for new hires to request IT assets, track and update the assets, and minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with a base system workflow that automates the fulfillment process for IT hardware, software, and consumable requests. The status of the IT asset is automatically updated as it moves through the fulfillment process until it gets assigned to the requester.
Mobile Experience: Enable end-users to keep track of assigned equipment and create incidents
Create an incident against an asset with the Now Mobile app. You can also use the mobile application to view assets assigned to you.
Mobile experience: Receive equipment into inventory
Improve employee productivity and reduce fulfillment cycle time with the ServiceNow®Agent mobile app. Enable personnel to receive equipment into their inventory by taking a picture of the QR code of the asset.

Audit Management

GRC nomenclature updates
Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications now conform with common industry meanings. Within the ServiceNow® Policy and Compliance Management application, policy statements are now control objectives. Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.

Authentication

API for JSON Web Token generation
Create a JSON Web Token for representing claims securely between two parties.
Add role-based capability to multi-factor authentication (MFA)
Enable and enforce MFA for users who have specific roles. For example, you can enforce MFA for all users with the admin role.
Note: Role-based MFA is active for all new instances by default. The admin, security_admin, and user_admin roles are enabled by default.
Add client credential options for outbound OAuth
Configure how the client ID and secret are sent to your OAuth provider.

Automated Test Framework

Attachment test steps
Test an attachment-dependent business rule by uploading an attachment either from a form or from a server-side API call. For example, you can have a business rule that doesn't let you close an incident without an attachment such as a screenshot.
Parallel testing
Reduce testing time by running multiple tests and test suites in parallel. Design tests to run in parallel by avoiding resource conflicts and data dependencies.
Mutually exclusive tests
Prevent conflicting tests from running in parallel by marking them as mutually exclusive. For example, when the system identifies tests that modify the same record, the system makes these tests mutually exclusive. You can also manually mark tests as mutually exclusive.
Create a User
Create a user with specified roles and groups for the test. The user record gets rolled back after the test completes.
Roll back in browser sessions
The session cookies roll back all the changes made during a test. When a test is running, everything performed in that session is recorded for rollback. Don't modify your instance when a test is running in the same browser session. For example, if you modify records while a test is running in the same session, the changes are rolled back after the test completes.

Coaching

Automatically assigning skills after completing coaching assessments
Automatically assign skills to trainees for specific skill levels based on the training they have completed. For example, if a trainee completes training for learning Japanese at an expert level, then the skill level 'expert' can be assigned to the trainee.
Creating coaching assessments from incidents, problems, or change requests
You can create a coaching assessment from incidents, problems, change requests, or any other table that extends the task table. Enable the display of the Create Coaching Assessment button and create your assessments using that button.

Communities

Featured content
"Pin"content that you want to highlight it within the community. Add or edit featured content in a community to appear in the Featured Content section on the community homepage, forum homepage, or both.
User mentions
Draw attention to content in a community by mentioning other community users in a post. By identifying a user in a post, they'll be notified, which will encourage them to engage with community content.
Email a community user
Send a private email message to a community user directly from the community.
Move forum content
Move community content posts from one forum to another if, for example, the content is placed in the wrong forum.
Quick start tests for Communities
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Communities still works. If you customized Communities, copy the quick start tests and configure them for your customizations.

Configuration Compliance

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

Configuration Management Database (CMDB)

Quick start tests for Configuration Management Database (CMDB)
After upgrades and deployments of new applications or integrations, run quick start tests to verify that CMDB still works. If you customized CMDB, copy the quick start tests and configure them for your customizations.

Connect

Limit the number of conversations that load during searches
Limit the number of conversations that load during searches in Connect so that you can improve system performance. By default, Connect loads no more than 50 results per search. You can change this value by configuring the connect.search.conversation_limit system property.

Contextual Search

Added fields and sections in the Search Result Display Configurations form

Added the Card View section that provides detailed information about the search result when the UI type is either Platform, Workspace, or both. The Detail View section provides detailed information about the search results when the UI type is Workspace.

Continual Improvement Management

Guided tour for Continual Improvement Management
As an improvement manager or a coordinator, you can use the guided tour to guide you through creating, monitoring, and running improvement initiatives. When you create an improvement initiative, click question mark icon (?) in the top UI ribbon and then click Take a tour to get started with the guided tour.

Customer Service Management

Service-aware install base
  • Product models for services: Create service product models to represent all of the services your organization wants to monitor. A service model is a class of product models to define Software as a Service (SaaS) products.
  • Install base set up: Enable customer service agents to easily trace issues back to the right product, instances of that product, or other entities by capturing a customer's install base. An install base lets you track which products and services have been purchased, how they have been installed or provisioned, and the detailed configuration of each item.
Proactive customer service operations
Proactively create cases from alerts, either manually or through automation. Identify customers and their corresponding install base items affected by the issue causing the alert. When multiple customers are affected, you can resolve these cases using the major issue management process.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile application. Stay connected and access case information to complete tasks quickly. Available for customer service agents.
Create cases on behalf of customers
Enable internal users in an organization to create and manage cases on behalf of customers. These internal users are typically in customer-facing roles such as sales and services. From the Customer Service Portal, internal uses can also follow up on cases that they have created.
Predictive Intelligence assistance with case creation
Use machine learning algorithms to determine field values when creating a case, such as the category or priority. The Predictive Intelligence feature bases these values on data that the user enters when creating a case.
Rules to identify skills for work items
Use rules to automatically identify skills that are required for work items.
NLU models for Customer Service Virtual Agent conversations
Integrate Natural Language Understanding (NLU) models with your Virtual Agent chatbot topics to enable the chatbot to assess user intent and provide responses based on the context of the conversations.
Integrate Customer Service Virtual Agent with Facebook Messenger
Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger.
Case digests
Proactively provide updates about high priority customer service cases to customers and internal stakeholders. Send periodic case updates while the case is in progress using case action summaries. Provide a post case review document for a resolved case that captures details about the issue, root cause, resolution, and preventive measures.
Major Issue Management extension point
Use the sn_customerservice.CSMCaseSync extension point to customize the logic for major issue management parent-child case synchronization.
Automatically close cases in the Resolved state
Use the Auto Close Resolved Cases Flow Designer flow to automatically close resolved cases if customers do not respond within a specified time.
Agent Workspace for CSM landing pages
Configure landing pages in Agent Workspace for CSM for use by different agent teams. These pages can give the agents an overview of their high priority cases, assigned cases in various states, as well as cases assigned to their assignment groups.
Agent Workspace for CSM third-party data integration
Retrieve data from third-party applications at run-time and present the data in Agent Workspace for CSM without having to store it in your ServiceNow instance. From Agent Workspace for CSM, open a third-party application UI page in a new browser tab or iframe.
Agent Workspace enhancements and updates
View a list of Agent Workspace platform enhancements and updates that are available in Agent Workspace for CSM.
Respond to cases using quick messages
Use Quick Messages to insert predefined content (a signature, for example) into an email when replying to a case. Users using these templates saves time when replying to cases.
Configure signatures in quick messages and email client templates
Configure signatures in outgoing emails by using $current_user reference while configuring quick messages and email client templates.
Respond to cases using reply, reply all, and forward options
Respond to cases using the Reply, Reply All, and Forward options within Case forms. This enhances the agent experience because it works like email clients they already use.
Create rules for incoming emails and create and assign cases
Define your email-related business processes using inbound email flows. Define rules to create and assign cases to specific teams once you receive an email on a specified support email address. Use the visual flow designer to configure email flows for your business needs.
Change password for Customer Service portal user
You can change login password to access the portal using the Change Password option. Changing password periodically helps a user protect and reduce the risk of people accessing user accounts.
Contextual search while creating a case in the Customer and Consumer Service Portals
When you create a case and enter the case details, related content from knowledge articles in both the customer and consumer service portals are displayed. You can easily identify content relevant to the case without having to go to a separate portal.
Improved navigation in the Customer and Consumer Service Portals
Access knowledge applications and content widgets from Knowledge and Communities directly from customer and consumer service portals, saving time because you don't have to log into separate portals to get useful information.
Enhancement to the user registration process for signing in to the Consumer Service Portal
Enable a two-step registration process in the consumer service portal. After sign-up, an email verification link is sent to the specified email address. Once verified, users can log in with their two-step credentials, enhancing the security of their account.
Password reset in the Customer and Consumer Service Portals
The Forgot Password option allows you to reset your password from both the customer and consumer service portals. This option helps you when you have forgotten your password or have accidentally entered a wrong password three times and have been locked out of your account.
Bot-based sessions separated out from usage reports in the Customer and Consumer Service Portals
Reduce costs for your customers by charging them only for live sessions. Bot-based sessions are separated out and not included in usage reports for both Customer and Consumer Service Portals.
Continual Improvement Management (CIM) with CSM
Use the Continual Improvement Management (CIM) application with Customer Service Management to request improvement opportunities and to implement phases and tasks to meet performance goals, track progress, and measure success.
Quick start tests for Customer Service Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management still works. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

Dashboards

Multiple element selection on breakdown dashboards
On breakdown dashboards, users can select breakdown elements to filter the visualizations on that dashboard. You can now filter certain widgets and reports on these dashboards by more than one breakdown element. Previously you could filter breakdown dashboards by only one breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is configured with the Incident.Category breakdown source, you can filter the dashboard by the Inquiry/Help, Network, and Software categories.

Breakdown dashboard with Incident.Category elements Inquiry/Help, Software, and Network selected.

For more information about configuring widgets to support multiple element selection, see Using breakdowns on dashboards.

Data management

Schedule archive deletions
Delete archives using the Archive Destroyer. This batch process runs archive destroy rules on a scheduled basis.

Delegated development and deployment

Manage update sets
Grant non-admin users permission to manage local and retrieved update sets. Allow users to create, update, and delete local update sets as well as preview, resolve conflicts, and commit retrieved update sets.

DevOps

Configurable pipeline modeling
Model pipeline stages in DevOps at the app level for easier management of your pipeline process and end-to-end visibility in DevOps. More than one app per pipeline is supported.
Planning, coding, and orchestration tool integrations
Connect to your existing DevOps toolchain to collect lifecycle events and data using tool integrations provided with the DevOps application. Planning tool integrations include Jira, and ServiceNow Agile Development 2.0. Coding tool integrations include GitHub, GitHub Enterprise, and Bitbucket. Orchestration tool integration includes Jenkins. JUnit-style test results from Jenkins are supported.
Change acceleration
Automatically create change requests for pipeline stages under change control. A DevOps Change workflow and DevOps Change Approval policy can be used to enable automatic DevOps change approvals. Change requests are automatically updated with implementation details from the orchestration task.
DevOps Insights dashboards
Use the DevOps Insights Starter and Standard dashboards to provide visibility into change results, pipeline value stream, and overall DevOps process. The Standard dashboard includes commits, in addition to change acceleration, system health, development tabs. Drill into data collected over time and compare data sets to analyze operational and business insights.
App Pipeline UI view
Use the App Pipeline UI to show the pipeline status for each app in a central graphical view. You can view pipeline execution information, including stage progression, work items, associated commits, and links to change requests for approval and test results. The App Pipeline UI can also be accessed from within a DevOps change request.
Support for common Jenkins plugin features
Use scripted or declarative code in your Jenkins pipeline. Parallel and sub stages are supported. Configure multibranch change control in a DevOps app step to create change requests for multiple branches. CloudBees Jenkins Folders plugin is also supported for discovering and getting notifications from Jenkins jobs in folders.
User-created integrations support for planning and coding tools
Create subflows in Flow Designer to integrate planning and coding tools not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported. Connect, configure, discover, and import integration capabilities are not supported. The DevOps API can also be used for user-created planning and coding tool integrations.

Discovery

File-based Discovery

File-based Discovery helps you identify what software is running on your Windows and UNIX servers and devices even if no registration information is available. You can manage records of your software licenses, check for unlicensed files, and detect forbidden, damaged, or unwanted files which is helpful for compliance and software audits. In the Madrid release, File-based Discovery was limited access only. In the New York release, File-based Discovery is available to all users who have Discovery.

All Discovery users get the File-based Discovery plugin [com.snc.discovery.file_based_discovery] when they upgrade to the New York release however, it will not be activated. To avoid impacting performance, File-based Discovery is disabled by default for all users.

IAM roles on AWS EC2 instance profiles
ServiceNow® MID Server applications running on AWS EC2 instances, properly configured, benefit from IAM roles configured with an EC2 instance profile. Discovery uses temporary security credentials that are retrieved via the AWS Instance Metadata Service. For more information, see Amazon Web Services documentation on IAM roles for Amazon EC2 and EC2 instance profiles.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.
VMware enhancements for ServiceNow® Software Asset Management (SAM) plugin.

Distributed resource scheduler (DRS) Affinity Rules restrict the movements of virtual machines to certain physical servers. You can now see the DRS cluster settings for your virtual machines via Discovery. This visibility helps the SAM compliance engine use the discovered DRS cluster rules for use cases for Publisher packs such as Oracle.

vCenter probes and probe parameters
The VMware - vCenter VM Tags probe discovers VMware virtual machine tags. You can attach VMware tags to vSphere objects, such as virtual machines, through the vSphere interface. Objects with tags are sortable and searchable based on the parameters you give the tags in vSphere.

Event Management

Mobile experience for Event Management
Manage Event Management alerts and business services from anywhere, using the Event Management mobile application. The mobile interface displays the top alerts and services, organized by severity and priority. You can also view alert and service details, perform various actions on alerts and services, create incidents, and add work notes.
SAP Solution Manager connector
The SAP Solution Manager connector is provided with Event Management.
Alert management rules provided with Event Management
New alert management rules are provided with Event Management:
  • Create Major Incident
  • Create Major Incident Candidate

A major incident candidate can be promoted to become a major incident.

New Event Management subflows
Specify repeated actions using the new Event Management subflows:
  • Create Major Incident Candidate
  • Create Major Incident From Alert

Field Service Management

Field Service Mobile
Allow agents to travel outside of work hours
Support flexible work types by allowing agents to start traveling before their scheduled work hours. For example, you may want to add travel time outside of work hours for your contract or on-demand employees and not for the full-time employees. When you optimize agent routes, the system takes into consideration travel time that falls outside of work hours.
Enhancements to calculate estimated travel time and distance
Use the Google Maps API or straight-line estimates to calculate the estimated time and distance it takes for an agent to get to a task location.
Estimate travel duration
The estimated duration of travel for a task is updated when you assign a task to an agent, change the order of tasks in an agent's queue, or change the start date and time for the task.
Property to set the duration for updating agent geolocation history
Set the duration (in minutes) of the latest system update that you want to consider for calculating the geolocation history of the agent relative to current time.
View distance to the task location in Central Dispatch
In the Central Dispatch configuration, enable the Distance to Task field for the team to view how far away the agent is from the task location.
Dispatch map enhancements
Use enhanced dispatch map views for displaying agent location, tasks, assignment groups, and for optimizing agent task route.
Quick start tests for Field Service Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Field Service Management still works. If you customized Field Service Management, copy the quick start tests and configure them for your customizations. New quick start tests include:
  • FSM: Field Service Configuration
  • FSM: Planned Maintenance
  • FSM: Appointment Booking Configuration

Financial Management

Financial Management For APM plugin
Request Financial Management For APM (com.snc.financial_management_for_apm) plugin, which integrates with the Application Portfolio Management application. Use the preconfigured Business Application Costing cost model, its applicable metrics, and the associated dashboards that come with this plugin to assess the cost of your business applications.
Financial Management For SPM plugin
Request Financial Management For SPM (com.snc.financial_management_for_spm) plugin, which integrates with the Service Portfolio Management application. This integration provides you with a preconfigured Service Offering Costing cost model.
Performance Analytics — Content Pack — Financial Management for Application Portfolio Management
Request Performance Analytics — Content Pack — Financial Management for Application Portfolio Management (com.snc.pa.fm.apm) plugin. This plugin enables Performance Analytics dashboards for Financial Management associated with Application Portfolio Management.
Expense allocation from the Cost Model form
Allocate costs directly from the Cost Model form for a selected fiscal period. The allocation engine follows the same process of cleansing, bucketing, and allocating as it does for expense allocation in the Financial Management workbench. However, all the processes done in different stages of the Financial Management Workbench can be done with one click of the Allocate Expenses button in the Cost Model form.
Read-only role for Financial Management
Grant the read-only role to your users to restrict their level of access to dashboards. Accessibility to the dashboards is limited to viewing reports of Financial Management for APM.

Flow Designer

Add Worknote Link to Context action
Add a journal field entry containing a link to the current flow context record. Use the link to view the flow execution details of the current flow. You can add a flow context link to any record that has a journal field.
Associate Record to Email action
Associate a record with an Email [sys_email] record so that you can track which record is affected by the email.
Complex Data
Use a graphical interface to work with collections of complex structured data. Help design users understand the organization of structured data, and add, remove, or configure its individual elements.
Create or Update Record action
Create or update a record in a ServiceNow table using a single action. Update a record that exists, or create a record using the values provided.
Domain separation and Flow Designer
Flow Designer supports domain separation of business logic, which lets each tenant domain have its own flows, actions, and subflows.
Dynamic Inputs
Build dynamic choice and template inputs for an action. Dynamically display and assign values to the inputs during flow design.
Execution details reporting levels
Specify when Flow Designer generates execution details.
External Related Files
The External Related Files stores information about files in third-party systems and helps you manage the information.
Export flow as single update set
Save flows, subflows, and actions as a single update set file. You can use update sets to move Flow Designer content between instances.
FlowAPI quick methods
Run a flow, subflow, or action from a server-side script synchronously or asynchronously without creating execution details or other related records. Improve performance by eliminating record-keeping overhead.
Get Catalog Variables action
Access ServiceNow® Service Catalog variables as data pills in a flow.
Get Email Header action
Access an email header value as a data pill in a flow.
Inbound Email trigger
Start a flow when your instance receives an email.
Inline scripts
Enable users with coding experience to write inline scripts that set and modify input values during the configuration of an action or flow. Use inline scripts to modify input values that require small format conversions, data transformations, or math operations.
Inline script editor
Write and edit scripts from the Flow Designer interface.
Look up email attachments action
Look up files that are attached to an email so that you can perform an action on the files. The action generates a list of Email Attachment [sys_email_attachment] records, which you can access as a data pill.
Move Email Attachments to Record action
Move attachments from an email to a record so that the files are available to your users when they view the record.
Order results returned by Look Up Record actions and steps
Specify the sort order when a Look Up Record action or step returns multiple results.
Order results returned by Look Up Records action and steps
Specify the sort order when using a Look Up Records action or step to search for multiple records.
Run flow in foreground
Run a flow immediately in the foreground rather than asynchronously. Use the Run In Foreground option when a flow needs to provide immediate feedback to a user.
Script support for complex data
Create and reference complex data from a script. Use a script when your source data comes from a data stream, a REST step response, or a Look Up Records step.
Test an action
Test an action before publishing it for other users.
Wait for a duration - percentage duration
Specify the duration of a pause in a flow as a percentage of an SLA.

Governance, Risk, and Compliance

GRC term updates
Terms within the core ServiceNow®Governance, Risk, and Compliance (GRC) applications now conform with common industry meanings. Within the ServiceNow® Policy and Compliance Management application, policy statements are now control objectives. Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for Governance, Risk, and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC applications directly from your mobile device. Receive timely notifications for current alerts, as well as risk and compliance status for your critical assets, vendors, and impacted essential business services.

Guided Tour Designer

Enable Guided Tours for Custom UI pages
Enable guided tours across your instance to run on the Custom UI pages.
Guided Tours API
Launches tours conditionally as required.

ITSM Agent Workspace

Plugins
Introduced two plugins, ITSM Workspace Landing Pages (com.snc.agent_workspace.itsm.landing_page) and ITSM Workspace Landing Pages — Premium (com.snc.agent_workspace.itsm.landing_page_premium), to provide two versions of landing pages to deliver the standard and the premium landing page for ITSM Agent Workspace.
Landing pages
Introduced two landing pages where you can view reports and indicators:
  • Incident Overview: The basic landing page includes single-score reports and the list report. These reports provide information on open P1 incidents, incidents on which an SLA is already breached or about to be breached, incidents that are not assigned to anyone, and the records that are assigned to a user to work on.
  • Incident Overview — Premium: The premium landing page includes the reports in the basic version as well as additional single-score reports. The landing page includes assigned tasks for you and unassigned incidents in the system. It also displays a graphic representation of organizational performance metrics such as Mean Time To Resolution, First Call Resolution, and Customer Satisfaction.
Major incident state field
Introduced the major incident state field on the incident form header of workspace. The value is highlighted if the state is Proposed or Accepted.

ITSM Virtual Agent

Natural Language Understanding

Benefit from Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

Enable NLU on the ITSM Virtual Agent application and republish your conversations to optimize user experience with the NLU feature.

Decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or you can choose all NLU, which results in a better employee experience in the long term.

ITSM Virtual Agent conversations
Duplicate and extend the provided example ITSM Virtual Agent pre-built conversation flows. Expand your conversation library, by publishing these additional pre-built topic conversation flows:
  • Walk-up Check-in
    Note: the Walk-up Check-in topic is available when the Walk-up Experience plugin (com.snc.walkup) is activated.
  • Guest WiFi Access
  • Local Admin Access
  • Repository Access
  • Email Setup
  • Email Issues
  • VPN Connectivity
  • Meeting Room Issues
  • Troubleshoot Slow Computer
  • Printer Issues
  • Manage Distribution List
  • RSA Token
  • Greetings
  • Anything Else Topic
  • Live Agent Support
  • Closing Conversation
  • Personalized Greeting Topic
  • Error Handling Topic
  • Provide Virtual Agent Feedback
  • Fallback Topic
  • Virtual Agent Capabilities
  • Time and Date

Incident Communications Management

Communication channel
Introduced Slack as a communication channel. From the incident communication task, you can send Slack message to all the users defined in the communication contact list.

Incident Management

ITSM Roles — Incident Management plugin

The ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) adds the sn_incident_read and sn_incident_write roles, which enables you to restrict broader access to your data for increased data protection. It also updates the existing security model for Incident Management to support these new roles.

Business Stakeholder role
Use the business_stakeholder role to provide secure access to approve or read records and to view reports for a specific product. You can add this role by installing the Business Stakeholder (com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM product-specific read roles:
  • sn_incident_read
  • sn_problem_read
  • sn_change_read
  • sn_request_read
  • approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the given product-specific roles.
Special handling notes for incident records
Provide additional information about an individual record or set of records that meet one or more conditions by including special handling notes, which are displayed in a pop-up window. Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling Notes related link from which you can create the notes. Remember to configure the incident form to display these notes.
Major incident workbench improvements
  • Alerts: Activate the Event Management plugin (com.glideapp.itom.snac) to add an Alert card under the Summary tab that keeps you up to date on the number of alerts for each incident. The count is the total of all primary and secondary alerts for the incident.
  • View recent outages: View the downtime for the listed impacted services and affected CIs on the Impacted Services and Affected CIs card. Up-to-date outage information enables you to quickly deal with issues.
Chat from Outlook add-in
Chat with a virtual agent directly within Microsoft Outlook using the ServiceNow for Outlook add-in. Previously, you could only create a VTB task or incident from the add-in.

IntegrationHub

Data stream actions and pagination
Send REST or SOAP requests from Flow Designer to APIs that return a stream of response data larger than 10 MB, or that return paginated results. Parse stream data into a series of complex object outputs and use the data pills in other actions in a flow. For example, create a Data Stream action to import a large quantity of employee data from a third-party HR site. The Data Stream action sends a REST request to the third-party site and processes the response to populate records in the User [sys_user] table.
Discover Store Content
Discover integration spokes published on the ServiceNow store.
JDBC step
Create a reusable action to send SQL commands to a relational database.
Licensing and usage dashboard
Choose an IntegrationHub subscription package to build reusable integrations with third-party systems. Use the usage dashboard to view the number of transactions used within your current subscription, and to view transaction details.
OpenAPI support
Populate REST step fields and action inputs with information imported from an OpenAPI Specification. Import specifications by providing a URL to the YAML or JSON, or copying and pasting content.
IntegrationHub subflows automate password reset processes
Create subflows in IntegrationHub to automate and customize the password reset process for users managed by third-party applications such as Okta or Microsoft Azure AD.
Retry policies
Automatically retry failed requests when a step encounters an intermittent issue such as a network failure or request rate limit. Set a retry policy to prevent having to manually triggering the step again.
SSH step
The SSH step executes SSH commands on an external *nix system through a ServiceNow® MID Server. The step also stores scripts and commands for the *nix systems.
XML parser step
Identify structured data from an XML payload without having to write script. Map incoming XML elements to a complex object output that you can use in other steps or actions. At runtime, values from an XML payload populate the complex object output.

Knowledge Management

Knowledge internationalization
  • Knowledge Translation Management: The translation management feature enables you to translate published knowledge articles that are missing translations either manually or by using the machine translation option to automatically translate the knowledge article. This feature creates translation tasks automatically for the languages you have specified.
  • View article in a specified language using a URL parameter: Add language parameters to an article URL to view the article in another language if a translation exists.
Related articles
Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app. You can view recently viewed and most popular articles, search for articles, browse articles by category, and provide feedback for articles.
Knowledge Management Service Portal
Knowledge process governance
Article template
  • Article template display: Improve the display of knowledge articles by setting article template fields to expand or collapse. Style template fields and headers with Cascading Style Sheets (CSS).
  • Article template configuration: Set the article templates that are available in specific knowledge bases. Use an article template selector to create articles and preview the appearance of articles before creating them.
Knowledge search
  • Search across multiple tables and knowledge index filter: Improve search relevancy by skipping indexing of outdated or retired knowledge articles from the search results and upgrading the index format to the V4 format. Perform the Knowledge Management guided setup tasks for installing the index filter and upgrading the index format. These tasks are relevant only for customers upgrading from Madrid or earlier releases. For new customers on the New York and later releases, these tasks are configured by default.
  • Read-only knowledge articles from contextual search: Display a read-only article view page when knowledge articles are viewed from contextual search to prevent changes by other users. This feature is active by default.
Quick start tests for Knowledge Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Knowledge Management still works. If you customized Knowledge Management, copy the quick start tests and configure them for your customizations.
Related catalog items
Manually map catalog items related to a knowledge article to enable employees to request the related product or service.

MID Server

MID Server parameters
Use MID Server parameters to configure the behavior of individual MID Servers.
  • mid.http_classy.request_timeout: Sets the timeout in milliseconds for HTTP requests with the HTTP - Classify probe.
  • mid.snmp.use_getbulk: Sets the use of GETBULK for individual MID Servers.
  • mid.monitoring.force_sigar_cpu_monitoring: Enables CPU monitoring on Windows MID Server hosts using Java 11 if the customer has updated the SIGAR library.
  • mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for a specific MID Server if the default DNSNameResolver probe experiences problems.
  • mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for a specific MID Server if the default DNS probe experiences problems.
  • mid.aws.instance_profile_name: Configures the AWS IAM role on an EC2 instance for Cloud Discovery credentials.
  • mid.parsing.max_field_size: Sets the maximum character length of strings stored while patterns are run.
MID Server properties
Use MID Server properties to configure the behavior of all MID Servers.
  • mid.discovery.multiprobe.skip_others_on_error: Prevents probes in a multi-probe from iterating through available credentials when another member probe has already failed or timed out.
  • mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for all MID Servers if the default DNSNameResolver probe experiences problems.
  • mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for all MID Servers if the default DNS probe experiences problems.
  • mid.powershell.target_base_dir: Specifies the location of the target base folder used for Discovery using WMI.
  • mid.sm.discolog.max_log_size: Limits the length of the log statements in the Horizontal Discovery Log.
  • mid.snmp.use_getbulk: Sets the use of GETBULK globally for all MID Servers.
Available system properties
The following system properties were added to control long-running commands. Currently, only Orchestration supports SSHCommandLong. These properties help to tune, debug, and customize long running commands. They also help to improve responsiveness, reduce overhead, and assist in recovery from network errors.
  • glide.eccprobe.longrunner.class
  • glide.eccprobe.longrunner.retry_minutes
  • glide.eccprobe.longrunner.interval.initial_seconds
  • glide.eccprobe.longrunner.interval.backoff_percent
  • glide.eccprobe.longrunner.interval.max_seconds
  • glide.eccprobe.longrunner.debug
  • glide.eccprobe.longrunner.max_poll_count

MetricBase

Prediction models to detect abnormal behavior
Create and use models to detect and warn about abnormal behavior. For example, a drone flying too high or too low.
Triggers based on prediction models
Trigger a Flow Designer flow based on a prediction model. These triggers can create alerts about abnormal behavior.
Use reports to view model predictions
Create reports that show the data predicted by models. Compare the predicted data to the real data to detect abnormal behavior.
Reports grouped by metric fields
Group report data by fields in a MetricBase table to identify results produced by different prediction models.
New transforms for prediction models
Create graphs with new ways of viewing time-series data using the new MetricBase transforms predict, put, decompose, and fit. All of them work with prediction models.

Mobile platform

Applet Launchers
Create an applet launcher that acts as a landing page for your users. Your users see an applet launcher when they first log in to a mobile app. This launcher provides access to applets in various formats, as well as search, quick actions, and user information.
MobileDeepLinkGenerator
Embed a link to a list or form applet within the ServiceNow Agent, Now Mobile, and Mobile Onboarding apps.
Navigation bar
Use the navigation bar in the Application Menu to access applets, applet launchers, settings, and notifications. This bar is at the bottom of your mobile applications.
Form Applet
Use a form applet to display the details of a record. For example, your users may need to select a record to see details that they couldn't find on the list header or map applet. The form applet replaces the detail screen that was previously a part of list and map applets and includes the same functionality.
Localization on mobile devices
Native mobile apps are localized in 15 additional languages.

Notifications

Inbound Email trigger in Flow Designer
Start a flow when your instance receives an email. Inbound email flows take priority over inbound email actions. If you create flows with inbound email triggers, emails are first processed by the inbound email triggers before they are processed by inbound email actions.
Get Email Header action in Flow Designer
Access an email header value as a data pill in a flow.
Move Email Attachments to Record action in Flow Designer
Move attachments from an email to a record so that the files are available to your users when they view the record.
Look up email attachments action in Flow Designer
Look up files that are attached to an email so that you can perform an action on the files. Performing the action generates a list of Email Attachment [sys_email_attachment] records, which you can access as a data pill.
Associate Record to Email action in Flow Designer
Associate a record with an Email [sys_email] record so that you can track which record is affected by the email.
Email Attachments [sys_email_attachment] table
Track attachments that come from emails by reviewing the Email Attachments table. The Attachment field references a file in the Attachments [sys_attachment] table, and the Email field references the Email [sys_email] record to which the file is attached. If populated, the Action field indicates what action was taken on the email attachment.
Attachments are assigned unique identifiers
Refer to an attachment more precisely by using its hash. A hash is a 64-character identification number that uniquely identifies the content of an attachment. You can use the hash to target specific attachments in Flow Designer. Also, if you script an inbound email action to attach files to a record, email attachments are not attached to the target record if an attachment with an identical hash exists. A record is created in the Email Attachments [sys_email_attachment] table. This record contains the attachment file name and the reason that it was filtered from the target record. The file remains in the Email [sys_email] record.

Notify

Conferencing framework
The NotifyConferenceUtil API provides methods to manage Notify conference calls and SMS messages for various telephony service providers, such as Zoom and WebEx. Previously the Notify API supported only telephony providers like Twilio.
SMS preference configuration

Recipients can opt out of receiving text messages from US short code and long code to comply with the industry standards.

You can unsubscribe from receiving SMS messages from a short code or a long code by sending the opt-out keyword configured in the SMS Preference Configuration, for example, STOP, END, CANCEL, UNSUBSCRIBE, and QUIT. Any of these STOP keyword replies can prevent the user from receiving new messages from the phone number they're responding to.
Note: You can also configure Notify to opt in to receive SMS messages from a service provider.
Callback testing
Make an outgoing call or send a test SMS message using Twilio to trigger callbacks in ServiceNow without having to make a direct request.
Note: This feature is available only for the Twilio Direct driver.
Send a brief message to conference call participants
Send a brief message to the participants when starting a conference call to set a context for the conference.
Select phone numbers or service providers in a communication plan plan

Add multiple service providers for SMS and Voice Services. You can select a service provider or a phone number when creating a communication plan.

Select a phone number/shortcode or a service provider when adding a communication channel to a communication plan so that you can select the right number/provider for sending an SMS message or initiating a conference call.

On-Call Scheduling

User interface for creating and maintaining a schedule

Create a new schedule or edit an existing one by defining shifts and rosters. Edit roster information, escalation policies, and group settings all from the same page.

Group templates
Create templates for your group that can be used when creating an on-call schedule. A 24/7 template is provided by default. You can also create your own customized templates.
Create draft shifts

Create an on-call shift in draft/inactive mode and publish the shift when the schedule is ready to be published, or unpublish it to return it to draft mode.

Time-zone selector
Use the time-zone selector on the on-call calendar to change the date and times in the selected time zone.
On-call contact preferences

Create and manage your contact preferences for on-call escalations. You can indicate your availability and add communication channels for individual contact attempts.

Note: In the base product, on-call notifications of Email, SMS and Voice are supported but SMS and Voice notifications are available only when Notify is enabled.
On-call contact sources
When adding devices, users can select devices from various contact sources, for example, the user table, notification devices configured on the user profile, and so on. Admins can configure these on-call contact sources.
Contact preference overrides
The on-call manager can override on-call user preferences for a shift or an escalation policy.

Operational Intelligence

Agent Workspace for Operational Intelligence
Configure and view metric charts for CIs associated with alerts in Agent Workspace. Configure up to 10 metric charts to appear on a single form for a CI that is associated with an alert that you are viewing in Agent Workspace.
ITOM Health
Access Operational Intelligence as a feature of the ServiceNow® ITOM Health product in the ServiceNow IT Operations Management product.

Performance Analytics

Multiple element selection on breakdown dashboards
On breakdown dashboards, users can select breakdown elements to filter the visualizations on that dashboard. You can now filter certain widgets and reports on these dashboards by more than one breakdown element. Previously you could filter breakdown dashboards by only one breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is configured with the Incident.Category breakdown source, you can filter the dashboard by the Inquiry/Help, Network, and Software categories.

Breakdown dashboard with Incident.Category elements Inquiry/Help, Software, and Network selected.

For more information about configuring widgets to support multiple element selection, see Using breakdowns on dashboards.

Performance Analytics and Reporting for Agent Workspace
The Performance Analytics and Reporting product for Agent Workspace integrates certain visualizations from widgets and reports to show views into current-state data or key performance indicators over time. An admin configures widgets and reports for agents to view on dashboards. Agents can see their cases by way of trend line, column, and score visualizations within Agent Workspace.
New Out-of-the-box Performance Analytics Solutions

Platform security

Domain health check
Monitor the health of multiple domains with the Domain Separation Center dashboard.
Event metrics trend information

Analyze security compliance and trend information for event metrics on the Instance Security Center event ribbon. Click an event metric to access the Analytics Hub page and view the trend detail for your instance. You can set up event thresholds that trigger alerts for low compliance scores, and also define targets that let you better visualize score differences for an event.

Gather security requirements and enable controls using Top Recommendations questionnaire
Use the Top Recommendations questionnaire to determine the security risk tolerance of your organization. With this questionnaire, you can gather security requirements for your company and harden the security controls in each selected category. Its use ensures that your instance complies with the published security hardening standards and your company's security requirements.
Application administration
You can set a property to require that more than one user must have the application-specific admin role for a scoped application. Assigning the application-specific admin role to multiple users reduces the risk of getting locked out of the scoped application.

Policy and Compliance Management

GRC term updates
Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications now conform with common industry meanings. Within the ServiceNow® Policy and Compliance Management application, policy statements are now control objectives. Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for GRC Policy and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC applications directly from your mobile device. Receive timely notifications for current alerts, as well as compliance status for your critical assets, vendors, and impacted essential business services.
Configure the number of days when a policy moves back to the review state
Users with the sn_compliance.admin role can configure the number of days when a policy should move back to review after reaching the Valid to date.
Request an extension to a policy exception through the ServiceNow Portal
From the ServiceNow® Portal, anyone who has requested a policy exception can request an extension before the policy deadline. You can request a policy extension only once for a given policy.

Predictive Intelligence

Homepage
The Homepage appears in the application navigator when you navigate to Predictive Intelligence, and includes a summary of frameworks for classification, similarity, and clustering solutions. You can create, train, and test solutions directly from the page so you can quickly understand the basic functionality of how a machine-learning solution works. A summary of the latest trained solution is also available.
Clustering framework
The clustering framework takes a large group of records, such as historic incidents, and groups them based on how similar they are based on specific fields that you configure. The system automatically assigns these records to existing clusters as new records come in based on a configured frequency, and are reclustered at periodic intervals. A scatter plot is provided so you can visualize active clusters, and APIs are available to access current cluster assignments. To see how clustering can help you to more easily identify major incidents by grouping similar incidents together, see Create and train a clustering solution
Quick start tests for Predictive Intelligence
Test whether Predictive Intelligence works after changes like upgrades or new applications. Run quick start tests to verify that Predictive Intelligence still works. If you customized Predictive Intelligence, you have to copy the quick start tests and configure them for your customizations.

Problem Management

ITSM Roles — Problem Management
The ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management) adds the sn_problem_read and sn_problem_write roles, which enable you to restrict broader access to your data for increased data protection. It also updates the existing security model for Problem Management to support these roles.
Business Stakeholder role
Use the business_stakeholder role to provide secure access to approve or read records and to view reports for a specific product. You can add this role by installing the Business Stakeholder (com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM product-specific read roles:
  • sn_incident_read
  • sn_problem_read
  • sn_change_read
  • sn_request_read
  • approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the given product-specific roles.

Project Portfolio Management

Innovation Management

Activate the Ideas module to gather and evaluate ideas efficiently, and quickly identify ideas for implementation. The Innovation Management plugin installs the Ideas module. Manage ideas from idea submission to execution and collaborate with the idea submitter and other stakeholders. You can convert selected ideas into work entities such as a Demand, Epic, Story, and Feature for tracking and management purposes.

Use the Ideas module to do the following:
  • Submit an idea.
  • Search, view, and filter ideas based on state, votes, submission, and categories.
  • Collaborate on an idea using comments and votes.
  • Manage ideas and workflow by creating and assigning various states.
  • Mark an idea as duplicate.
  • Create a Demand, Project, Story, and Epic from an idea.
Resource Management
  • Recalculate costs of a resource plan when hourly rates change in the associated rate model to keep the costs up to date.
  • Resource Allocation Workbench enhancements
    • Identify over-allocated resources by noting whether the over-allocation icon (Over-allocation icon) is shown in the Resource Finder next to a resource name. This icon indicator means you don't have to scroll through all allocation periods.
    • Filter projects and demands by group, role, or user in the resource grid to view specific resource allocations.
    • Manage resource plans directly from the resource grid without having to open the form view. You can perform the following actions on a resource plan:
      • Modify a confirmed and requested resource plan.
      • Allocate a resource for all updated periods for a confirmed or partially allocated group resource plan.
      • Request extension of an allocated resource plan.
      • Complete and close a resource plan after all its associated tasks and projects are complete.
      • Cancel a resource plan when it is no longer required.
  • Override the hourly rate returned by the rate model or the labor rate card for a resource plan using the Rate override and Resource rate fields in the Resource Plan form.
  • Assign users to the Business Stakeholder role to provide read-only access to resource records and to view resource information and reports.
Demand Management
  • Create a demand task and assign a resource or group to delegate cost, effort, risk, and benefit planning activities for a demand.
  • View the actual cost and effort for the demand tasks once resources log time cards for the assigned activities.
  • Demand form enhancements
    • Pre-assign a user in a demand to be the project manager when the demand is converted to a project in future.
    • View the actual cost and time spent by resources working on a demand or demand task using the Demand Actual Cost and Demand Actual Effort fields.
  • Converting a demand to a project automatically creates a financial baseline for both the demand and the converted project. As a demand manager, use the baseline data to track the cost plan, benefit plan, and funding data of the demand at the time of conversion. As a project manager, use this baseline to compare and review the variance as the project progress.
  • Configure new widgets to show the demand financial data in the Financials Summary section on the Demand Financials page.
Project Management
  • Restrict the level of access of your users with a read-only role that enables them only to view data in certain tables, dashboards, and reports. Additionally, users with the Business stakeholder role can also approve demands and time cards.
  • Configure new widgets to show the project financial data in the Financials Summary section on the Financials tab in the Project Workspace.
Project Portfolio Management — Agile Integration
Add stories, epics, Agile, and waterfall phases to your Agile, Waterfall, and Hybrid projects. The value set in the Execution type field determines the related links and lists that appear for each project type.
  • Use the Agile Phase tab in a project to view details related to the agile phases for Agile and Hybrid projects.
  • Use the Agile Planning & Tracking related link in Agile and Hybrid projects to navigate to the team's backlog in the Agile board.
  • View a project summary using widgets and reports on the Analytics tab of the project workspace based on the project execution type (Waterfall, Hybrid, or Agile).
  • Add new or existing stories to your project directly from the User Stories related list in the Project form.
Mobile app for Project Status
The Project Status app enables you to track status of your projects and collaborate with related stakeholders to resolve exceptions and take timely actions.
Investment Portal
  • Show or hide columns and widgets in an investment board that is shared with you.
  • Use the Export to Excel option to generate an Excel report of the investment board that is shared with you.
  • Sort data in the Timeline tab based on the planned start and end dates.

Remote Tables

Retrieve external data using remote tables and scripts
Connect the Now Platform to third-party sources, or to another instance, so that you can retrieve external data and optionally cache it in the memory. You can view external data in lists or forms and process it with standard Glide scripts. You can also group, sort, aggregate, and filter the data just like you would for standard internal tables.

Reporting

Performance Analytics and Reporting for Agent Workspace
The Performance Analytics and Reporting product for Agent Workspace integrates certain visualizations from widgets and reports to show views into current-state data or key performance indicators over time. An admin configures widgets and reports for agents to view on dashboards. Agents can see their cases by way of trend line, column, and score visualizations within Agent Workspace.

Risk Management

GRC term updates
Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications now conform with common industry meanings. Within the ServiceNow® Policy and Compliance Management application, policy statements are now control objectives. Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for Risk Management
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC applications directly from your mobile device. Receive timely notifications for current alerts, as well as risk status for your critical assets, vendors, and impacted essential business services directly from your mobile device.
GRC Advanced Risk Application
As a decision-maker, at any level of the business, you can view up-to-date information regarding your organization's risk posture. Link intermediate risk statements to risks, as well as enterprise-level risk statements. Your risk management team can provide a rollup of risk statements and scores from the most granular risk to the highest enterprise-level risk statement.​ Additionally, as a risk manager, you can monitor risk events, relate them to existing risks, perform root-cause analysis, and track all remediation tasks.

Scaled Agile Framework (SAFe)

Sprint Tracking views
  • Track the progress of your scrum tasks in horizontal lanes in the Task board view.
  • Create, track, and complete the scrum tasks of your SAFe stories from the List view.
SAFe tests
Verify and pass the acceptance criteria of your SAFe stories by creating and running tests in the SAFe Board. Perform the following testing activities from the SAFe Board by activating the Test Management 2.0 plugin (com.snc.test_management.2.0).
  • Create tests for stories within sprints.
  • Find the tests to run for the sprint.
  • Run tests and view test results.
Epic rollup
View rollups and completion percentages as you define and complete work on the larger work items, epic, and feature.
Personalized columns
Personalize any list on the SAFe Board. Configure and view only the columns that are important to you using the personalize list icon (personalize columns using the personalize list icon) in the list.
Triage Board
Prioritize and sequence records of different task types, such as defects, incidents, and stories, in a single backlog by using the Triage Board link.
Note: The Triage Board link is:
  • Available only if you've activated the Agile — Scaled Agile Framework — Unified Backlog plugin (com.snc.sdlc.safe.multi_task).
  • Accessible only if you have the SAFe scrum master role.
SAFe program board
On the SAFe program board, track the progress of features in an Agile release train’s (ART) program increments (PI) plan. You can also view the dependencies of the features across sprints and teams.
Performance Analytics Content Pack for Essential SAFe
Install the Performance Analytics Content Pack for Essential SAFe application from the ServiceNow Store. Performance Analytics Content Pack for Essential SAFe contains preconfigured dashboards with data visualizations that help you improve your SAFe processes and practices.

Search administration

Search suggestions
As users enter search queries into Service Portal and Now Mobile search fields, suggestions appear based on successful searches.
Search across multiple tables

Index and search across multiple tables using the new V4 indexing format. Zing uses the BM25 algorithm to calculate the relevancy scores of search results for all tables indexed in the V4 format. The higher the relevancy score, the higher the search result is ranked in the list of returned results.

Security Incident Response

Enhancements to User Reported Phishing
This release includes significant enhancements to the existing User Reported Phishing functionality. You can:
  • Aggregate duplicate or similar user reported phishing submissions to a single incident and consolidate incident response actions.
  • Extract email headers from .eml attachments or the body of the email.
  • Display email headers in a Related List in the security incident record.
  • Report phishing emails through the service catalog.
  • Configure how the email header information is extracted from the email body. You can choose to:
    • Extract all email headers or select some of them.
    • Aggregate similar email submissions as child security incidents to an existing parent security incident.
    • Specify the order in which the email ingestion rules are applied.
Splunk Enterprise Security Event Ingestion for Security Operations
Splunk Enterprise Security Event Ingestion for Security Operations provides an ability to ingest Splunk notable events to create security incidents. This integration enables both automated ingestion and manual forwarding or notable events to ServiceNow for event field mapping, filtering, and aggregation capabilities. It also provides capabilities to update the notable events based on the security incident status changes, including automated close-out of notable events.
Performance Analytics SOC Efficiency dashboard
If you have the sn_si.analyst or sn_si.manager roles, you can use this dashboard to improve analyst efficiency and get a picture of how the security operations center (SOC) is performing in general and specific areas over time. You can use the dashboard to:
  • View metrics that help measure the individual performance of the security analysts.
  • Measure the overall response time of the SOC in addressing valid security incidents.
  • View risk scores to assess the amount of risk reduced through incident response actions.
  • Get better insight into the incident analysis stage to analyze bottlenecks in the incident response procedures.
Malware playbook flow template

If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware playbook flow template to accelerate the design of this playbook. Automate the steps for handling malware alerts from the endpoint or the network.

The flow template includes trigger conditions and a sequence of actions and subflows that are annotated for readability. You can use the drag-and-drop feature to move objects, include condition checks, parallel branching, decision tables, and more within your template to resolve malware attacks quickly and efficiently.

Mobile experience for Security Incident Response
The Security Incident Response (SIR) mobile app gives you access to security incidents and receive notifications on your mobile device. With the mobile app, you can:
  • View and edit security incidents that are based on a predefined set of queries or filters.
  • Assign or reassign security incidents, add work notes, or upload attachments.
  • Receive alerts for highly critical incidents and respond to them quickly from your mobile device.

Service Catalog

Domain separation in Service Catalog

Ensure data privacy across domains when you support multiple customers in a single ServiceNow instance, if you are a service provider. You can restrict that catalog items are requested by users of a specific domain without using user criteria. Catalog items, record producers, content items, and order guides are data domain-separated. Variables and variable sets are not domain-separated.

To share items across domains, you can create those items in the global domain using user criteria.

Request experience in the Now Mobile app
Request an item or service, and track or approve requests on a mobile device using the Now Mobile app.
My Request Filter for the Now Mobile app
Define a filter to display task records in addition to incidents and requests in the My Requests applet in the Now Mobile app. For incidents and requests, Service Catalog Request Mobile and Incident Mobile filters are available by default.
Related articles and catalog items
Configure related items and articles for a catalog item to provide additional information or alternatives. These articles and items are displayed in the catalog item page in Service Portal and Now Mobile.
Granular roles
Assign access permissions at a granular level using the sn_request_read and sn_request_write roles. These roles are added when the ITSM Roles - Request Management plugin (com.snc.itsm.roles.request_management) is activated.
Business stakeholder role
Use the business_stakeholder role to provide secure access to approve or read records and to view reports for a specific product. You can add this role by installing the Business Stakeholder (com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM product-specific read roles:
  • sn_incident_read
  • sn_problem_read
  • sn_change_read
  • sn_request_read
  • approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the given product-specific roles.
Maximum number of rows in a multi-row variable set
Set a limit to the number of rows that you can add to a multi-row variable set by using the max_rows attribute in the Variable Set attributes field.

Service Level Management

Service Commitment flag in SLA Definition record
Use the Service Commitment flag to differentiate between an SLA definition tied to a Service Offering commitment and an SLA definition that is not tied to a Service Offering commitment. When a Service Commitment SLA Definition is created from a Service Commitment record, the Service Commitment flag is automatically set to true.

Service Mapping

Discover services with service-centric top-down schedules
Create top-down discovery schedules based on service attributes or service group attributes. You may need to discover some services more often than others, because of their criticality. Alternatively, you may want to create custom schedules to rediscover services that undergo changes more often than once a day.
Transfer service definitions from one instance to another
Save time and effort by exporting definitions of application services from the source instance and importing these definitions into the target instance. Use this method to copy definitions of discovered application services only, not manually created application services.
Open service maps in Event Management
Open application services in the ServiceNow® Event Management feature of ServiceNow® ITOM Health application by clicking Monitor Service at the top of the service map. In Event Management, you can view alerts on configuration items (CIs) that are part of the application service.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.
Use Service Mapping in Agent Workspace
Perform procedures involving lists of services and service forms available in the ServiceNow® Agent Workspace product. For an example of how to use Service Mapping in Agent Workspace, see Enable traffic-based discovery for an application service.
Import third-party services
Import third-party services as manually created application services using REST APIs. This process correctly assigns applications to hosts and preserves connections between applications.

Service Owner Workspace

Service Owner Workspace monitoring experience

View and manage the IT services you own, as well as view all the IT services your business manages.

Expand the service portfolio list to expose services and service offerings within a hierarchical structure.

Select a service to access pertinent information, including service trends, related services and information, improvement initiatives, and associated service offerings.

View and monitor service performance with score reports, customer satisfaction scores, and total subscribers from the workspace.

Monitor outages, P1 and major incidents, and changes from the workspace.

Drill down into service offerings to view availability, SLA compliance, customer satisfaction, offering stability, performance scores, and more.

Define and set the components and weighting used to determine service offering performance.

Define new metrics for use in service offerings. Service offering metrics can roll up to the service level. Each service portfolio can have a unique metrics model that you define.

Remove metrics from a model, per portfolio, and adjust metrics weighting per offering.

Create a catalog item from a service offering.

Link service offerings to catalog items.

Service Offering Estimated Spend

Access calculation data and view offering spend data.

Determine the efficiency of a service offering's performance by comparing it to your organization's performance expectations in relation to appropriate spend.

Compare your service offerings using spend, performance, and subscription dimensions.

Data migration assistance

View the Migration Dashboard to quickly identify legacy data that is not conforming to the enhanced Service Portfolio Management application structure.

Determine which existing legacy services and service offerings contain a deprecated structure or are considered orphaned in the enhanced Service Portfolio Management application.

Modify services and service offerings to structurally comply with the enhanced Service Portfolio Management application and easily migrate them into the new structure.

Service Portal

Agent Chat support
Your end users can initiate and maintain an Agent Chat conversation in any portal page. Write a script to pass portal-specific data to Agent Chat. For example, pass the name of your knowledge base to a Virtual Agent conversation.
Antivirus Scanning support for Service Portal attachments
View the health status of file attachments in Service Portal. Antivirus Scanning scans files in the Attachments [sys_attachments] table by default. When viewed from a Service Portal page, attachments may not be available for download depending on their health status.
Open a Service Portal page in the Automated Test Framework
Open a portal page in the Automated Test Framework. When building automated tests, test designers must first open a page in a portal before testing UI components on the page.
Password reset capability in the Login widget
Enable your users to reset their password from the Login widget using the Password Reset application.
Text index groups
Configure a text index group to make Service Portal search results more relevant to your end users. If you have a custom search source or portal, consider whether you want to use the base system portal_index_group text index group, or create your own text index group. The base system text index group includes the Catalog items, Knowledge, and Social Q&A Questions tables. When a user searches for an item in Service Portal, they see combined results from these tables. Text index groups are a Now Platform feature. To learn more, see Configure multiple tables for indexing and searching.
Search analytics and suggestions
Search analytics and suggestions is a Now Platform feature. For more information, see Search analytics and suggestions. Search suggestions replaces typeahead search in Service Portal. Update the glide.service_portal.search_as_you_type_behavior system property to change this behavior.

Service Portfolio Management

Service Portfolio Management design experience

Create, manage, and edit multiple service portfolios with unique owners, market scopes, and vendors.

View and update your portfolios, including associated taxonomy objects and services. If you are a portfolio manager with the portfolio_admin role, you can create, read, update, and delete all portfolios, taxonomy objects, and services instance wide.

Create and manage multiple taxonomy layers within your service portfolio. A portfolio can have various taxonomy layers. You can add new taxonomy structures to a portfolio or edit an existing structure.

Create nodes for your taxonomy layers. Taxonomy nodes are flexible in number. You can edit existing nodes or add new nodes to a taxonomy layer.

Create, view, modify, and delete services as necessary.

Reparent services by moving them from one taxonomy node to another. All service offerings move with the associated service.

Service Portfolio Mangement roles
Assign specific defined roles to service portfolio managers and owners and service owners based on user responsibilities and security objectives.
Sample data

Access, view, and analyze the Service Portfolio Management sample taxonomy and services content to plan and create your service portfolio.

Model your portfolios based on how service portfolios and services are constructed within the sample data.

Provide your organization with an example of a portfolio structure. This structure can accelerate decision making regarding your approach to portfolio structure for your organization.

Service subscriptions

Gain insight into usage of your service offerings, including the request and fulfillment processes for catalog items that are linked to your offerings.

Correlate subscribers to service offerings and reveal offering usage data to your organization.

Domain separation

Separate your data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

Domain separation in Service Portfolio Management is supported at the Data only level, meaning it supports the data security model of separating visibility of data from one domain to another.

Skills Management

Skills Management
Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects. You can also assess the skills needed for your organization, identify gaps, and implement effective plans for hiring or training of your teams.
  • Roles added to Skills Management

    The Skills Manager (skills_manager) role has been added for Skills Management. This role inherits the Skill User (skill_user) role. As a skills manager, you can add or remove skills to users or groups.

  • Skills taxonomy

    Organize related skills into categories and subcategories so that you can manage skills and create reports quickly and efficiently.

  • Level types for skills

    Define skill levels (for example, beginner, intermediate, advanced) for different skill level types (for example, a language or an IT certification) and then associate skill levels to users and define skill levels and types required for tasks.

  • Pre-built skill gap analysis and reports

    Create reports to identify skill gaps and address the skill needs for individuals, teams, or your organization as a whole. Rank and analyze individual agents against required skills using skills and skill levels.

  • Unified interface to associate multiples skills with multiple users

    Assign IT skills and skill levels to users to facilitate the automatic assignment of skill-based tasks to agents.

  • Domain separation support for Skills Management

    Track and organize skill data, processes, and administrative tasks of service agents and employees into logically defined domains.

  • Pre-defined skill and skill taxonomy data

    Get started quickly by using the pre-defined skill and skill taxonomy seed data provided with your application.

  • Rules to identify skills for work items

    Use rules to automatically identify skills that are required for work items.

Quick start tests for Skills Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Skills Management still works. If you customized Skills Management, copy the quick start tests and configure them for your customizations. New quick start tests for Skills Management include:
  • Skills MGMT: User skill level inheritance when user is part of multiple groups.
  • Skills MGMT: Add skills to lowest level category.
  • Skills MGMT: Create a child category under a parent category.
  • Skills MGMT: Create a skill category.
  • Skills MGMT: Create skill level type and skill levels.
  • Skills MGMT: Skill level inheritance from group to user.

Software Asset Management

Manage SaaS license usage and cost
Manage license usage and cost. SaaS License Management integrates directly with your Box, Dropbox, DocuSign, G Suite, Salesforce, and Zoom accounts. View usage information to plan future license purchases. Reclaim licenses with minimal activity to stop paying for unused software.
Import financial data to track and optimize software spending
Import your company’s financial transaction data to track, analyze, and take action on software spending. Software Spend Detection automatically identifies transactions that are software purchases. Streamline business processes and reduce costs by consolidating software products with similar functionality. The Performance Analytics - Content Pack - Software Asset Management Professional [com.snc.pa.samp] plugin adds the Overlapping Software dashboard.
Manage SAP license compliance for users with indirect access from other business applications
Manage SAP license compliance for users with indirect access from third-party applications to an SAP client. The SAP system collects activity data about your users and their transactions. Use this information to gain insight by defining rules for user and activity data and to be notified about potential indirect access.
Optimize SAP licenses based on user role authorization
Assign a more accurate named user type to your users based on the roles and functions they perform in SAP to optimize your license. The ServiceNow platform performs an optimization calculation by comparing the user’s actual SAP assigned roles with the roles in the Named User Type definition. A downgrade option that can cover all the assigned roles of the user is suggested.
Manage licenses for Microsoft Software Assurance

Manage license cost and renewals for your Microsoft Software Assurance (SA) licenses. Create an entitlement to track your SA license software rights. During reconciliation, downgrade and upgrade rights are used, which optimizes which licenses are used for your installed software.

More Microsoft volume licensing agreements are supported: Open License, Open Value, Open Value Subscription, Select License, Select Plus, Enterprise, and Enterprise Subscription Agreements.

Optimize Windows SQL Server license costs
Optimize your Windows SQL Server license cost with the new Per Core license. Per Core license cores on both the physical server and the virtual cores that support virtual machines and presents a cost-efficient model based on the number of rights used.
Manage Citrix User/Device licenses

Use the Citrix publisher pack to manage your user and device licenses. Get visibility into the Citrix Per user and device licenses that you own and manage your license compliance. The Citrix Publisher Overview dashboard has been enhanced to include usage information on user and device licenses.

License calculators have been updated to account for third-party software that is delivered using Citrix app virtualization. The license calculators are licensed based on potential access instead of actual software usage.

Manage IBM ILMT/BigFix Inventory license compliance

Use the IBM License Metric Tool and BigFix Inventory integration to integrate your IBM servers with the Now Platform®, create entitlements and software models, and determine your license compliance by tracking your IBM products and components.

Once the connection with ILMT or BigFix Inventory is successful, historical data is retrieved for the aggregated period set up in ILMT and BigFix Inventory. This data includes products, components, editions, hosts, virtual machines, and license usage.

HR Onboarding: Improve new hire onboarding experience leveraging Asset Management

Automate the process for new hires to request IT assets, track and update the assets, and minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with a base system workflow that automates the fulfillment process for IT hardware, software, and consumable requests. The status of the IT asset is automatically updated as it moves through the fulfillment process until it gets assigned to the requester.

Discover installed software using file signatures
Use File-based Discovery to identify software that runs on your UNIX and Windows servers and devices, without the availability of registration information. File-based Discovery looks for files based on attributes such as file name and size. File-based Discovery then compares these discovered files with a set of rules from the Content library to identify installed software.
Manage compliance for software licenses under management
As you roll out Software Asset Management in phases, get an accurate picture of license compliance on the set of software models which are under active management, that is, you have completed set-up of these software models, discovered the software installs, and captured all the licenses you own. Exclude from your license compliance reports any software models which are still being worked on or are not being actively managed.
Get visibility to end-of-life and end-of-support software
Using end-of-support or end-of-life software, no longer supported by a publisher, exposes your organization to the risk of security threats. Use the Software Model Lifecycle Report to get visibility to end-of-life and end-of-support software. Use the information to mitigate risk to your organization with remediation actions such as buying extended support, planning for software upgrade, or software removal.
Quick Start tests for Software Asset Management
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Software Asset Management still works. If you customized Software Asset Management, copy the quick start tests and configure them for your customizations. New quick start tests for Software Asset Management include:
  • SAM - Create Software Entitlement using Custom PPN
  • SAM - Software Model Checks for SAP
  • SAM - Software Model Checks for SaaS
  • SAM - Validate Fields on SaaS Software Products

Studio

HTML auto-suggestions
Edit HTML and Jelly scripts and define what is rendered when the page is displayed. The script can contain either static XHTML or dynamically generated content that is defined as Jelly and can call script includes and UI macros.
JS Beautify
Format code by applying the proper indentation to the script.
Context menu

Enable the context menu options for script includes, Glide APIs, and tables in the JavaScript editor.

With the context menu options, your users can navigate to:
  • Script include definitions
  • Glide API documentation
  • System and custom table definitions and data
Session Log
Use Session Log to retrieve the session log for business rules, script includes, and a custom UI such as Agent Workspace that has a GraphQL component. Users with the script_debugger role can:
  • View session logs in a separate tab.
  • Download a log.
  • View logs for Agent Workspace.
  • Specify debug options to view or download only the required logs.
By default, 100 transactions and 10000 messages are displayed in Session Log. If the transaction or message count exceeds the default value, the session log is cleared and the next transactions or messages are displayed. You can configure this transaction and message count using the glide.debugger.log.transaction.count and glide.debugger.log_messages_limit user preferences respectively. For more information about the glide.debugger.log.transaction.count and glide.debugger.log_messages_limit user preferences, see User preference settings.
Note: Enable Session Log as a separate tab with Script Debugger using the glide.debugger.log.ui system property.
  • The Page option displays logs under forms and lists and on the Session Log tab.
  • The Session option displays logs only on the Session Log tab.

For more information about the glide.debugger.log.ui system property, see Available system properties.

Conditional breakpoints
Set conditional breakpoints to pause scripts at specific lines, and remove breakpoints when you are done debugging them.
ServiceNow Extensions for Visual Studio Code
ServiceNow extensions for Visual Studio Code includes tools for developing on the ServiceNow platform. The extension adds the range of functionalities to your Visual Studio Code. You can access the functions through the command palette.

Subscription Management

Monitor App Engine subscription usage and compliance
Track your App Engine subscriptions with the App Engine Subscription Management dashboard. App Engine subscriptions entitle you to develop applications and deploy custom tables in production instances.
Support pooled subscriptions
Monitor that your organization's subscription usage for certain types of products is automatically deducted from a common pool of subscriptions. For example, when you buy multiple qualifying subscriptions for the IntegrationHub, those individual subscriptions are combined into a common subscription pool.

System Clone

Automatic, repeated cloning
Clone instances automatically on a recurring basis.
View cloning status
View the status of a cloning session in real time. For example, when a session is taking a long time.
Customer feedback on cloning rollbacks and cancellations
Get feedback from customers when they roll back a clone or cancel a cloning session.

Task Communications Management

Select a notify service provider

Notify provides support for adding multiple service providers for SMS and Voice Services. An incident manager, when creating a communication plan, can indicate which provider or phone number to use for sending communications.

Use the Notify Provider Selector reference field to choose an entry from the Provider selector table [notify_group_selector] from which Notify numbers or conference providers can be derived. Table entries are associated with the notify groups that have phone numbers for telephony providers.

This field is available in the following tables:
  • comm_channel_def_conference
  • comm_channel_conference
  • comm_channel_def_sms
  • comm_channel_sms
Select phone number for SMS communication
In the Send Updates window, you can select the number from which you want to send the communication in the From list, which is available only for the SMS communication channel. The list displays phone numbers of all the Notify groups associated with the Provider selector.

Test Management 2.0

Test data migration
Start using Test Management 2.0 for its enhanced testing capabilities and features. Migrate your existing test data from Test Management 1.0 to Test Management 2.0 by activating the Test Management 2.0 — Data Migration plugin (com.snc.test_migration_v1_v2).

Time Card

Time Sheet Dashboard
Track time sheet activities and reports with the Time Sheet Dashboard. This dashboard is included in the Performance Analytics – Content Pack – Project Portfolio Suite with Financials (com.snc.pa.pmo_dashboards) plugin. To enable the Performance Analytics solution, see Out-of-the-box Performance Analytics Solutions for Time Card Management.
Recall a processed time sheet or a time card
Recall a time sheet or a time card that you approved to return it to the submitter for corrections. The submitter can then make any required changes and resubmit the time sheet.
Associate a task to a non-task-type category in a time card
Associate a task to a time card of a non-task-type category such as meeting, KTLO, and admin activities. This action generates expense lines for the task when the time card is processed.
Delegate time sheet processing
Delegate the processing of your resource time sheets for occasions when you might not have time to review them or may be unavailable. You can also track the activities of a delegated time sheet in the Activities section of the Time Sheet form.
Time Sheet Portal enhancements
  • Submit, approve, reject, or recall a time card directly from the Time Sheet Portal without having to open the form view.
  • Open the time sheet in the form view from the Time Sheet Portal using the time sheet form view icon (time sheet form view icon).
  • Log your time against a specific resource plan in a task with multiple resource plans.
  • View notifications for the submitted and recalled time cards in the notification area.
Add more columns in the logged time card list on the Time Sheet Portal
Add columns in the logged time card list on the Time Sheet Portal to show additional information that you might require to log your time cards.
Generate time card reports by day
Generate a time card report by days for any period, irrespective of the time sheet week that the time cards belong to. For example, say August starts on a Wednesday and ends on a Friday. You might want a time card report from August 1 (Wednesday) to August 31 (Friday) and not need any time outside of that date range. Use the Time Card Daily [time_card_daily] table data to generate time card reports by days.

Time Configuration

Create specialized, application-specific business calendars and schedules
Create application-specific schedules and calendars, including fiscal calendars, for scheduling of events and tracking of time across the Now Platform. You can create date and time filtering options for a calendar, and then pair the calendar with a package, such as HR Service Delivery to enable its use.

Virtual Agent

Natural Language Understanding in Virtual Agent
Apply a Natural Language Understanding (NLU) model to your topics so that your virtual agent can better understand and process user statements during virtual agent conversations. Your virtual agent recognizes and maps user utterances (statements) to specific intents (user goals) and associated entities (objects or values) defined in an NLU model. The CSM, HR Service Delivery, and ITSM applications provide base system NLU models and associated predefined topics.
With NLU enabled, your virtual agent can perform:
  • Topic discovery: Determine what a user wants (intent) and launch the appropriate conversation topic that maps to the user intent. A topic has a single intent that you specify in Virtual Agent Designer.
  • Entity extraction: Extract the object for an action from a user statement during a conversation, for example, a laptop model, case number, or person's name. The virtual agent then matches the extracted entity with the input variable that fulfills or completes the action, without prompting the user for additional information.
  • Conversation switching: Users can change the topic during a conversation. If an intent exists for the switched topic, your virtual agent finds and presents the appropriate topic. You can also allow users to resume the original conversation.
Standard conversational elements for topics
Select basic conversational elements (like a standardized greeting) that apply to all your topics as part of a standard conversation framework. The Virtual Agent platform provides these prebuilt topics:
  • Setup topics (also known as conversation blocks): Common, reusable conversational elements automatically applied to all your Virtual Agent conversations, such as the welcome greeting or a standard error message presented to the user. Each setup topic displays at the appropriate point in a conversation flow, for example the initial greeting or the conversation closing. You can also create your own custom setup topics. Setup topics apply to keyword-based or NLU conversations.
  • Small talk topics: Casual conversations that enable users to chat with the virtual agent on other topics within a conversation, for example to ask for the time or date. You can create your own small talk topics to provide responses to casual questions, such as information on store hours. Small talk topics require corresponding intents, which you define in an NLU model.
Topic categories
Create or modify custom categories to classify and organize related conversation topics for easier topic management.
Integration with IBM Watson Assistant
NLU prediction log
When designing or debugging NLU-enabled topics, check the Open NLU Predict Log table to review the NLU prediction scores returned by the NLU service during topic discovery (intent matching) and entity extraction.
Reviewing topics in conversation flows
When reviewing or debugging topics, check the Conversation [sys_cs_conversation] table for details on the conversations run in your instance. For each conversation record, the Conversation Task [sys_cs_conversation_task] table lists all the topics run during a conversation session. The Conversation Message [sys_cs_message] table shows the corresponding messages displayed for each topic in the conversation. For example, you can view the sequence of topics in the conversation at a specific time.
Open NLU Resource API
Use the Open NLU Resources REST APIs to get information about NLU models and their intents, entities, and utterances, outside of the Virtual Agent platform.
Messaging integration with Facebook Messenger
Set up the Virtual Agent integration for the Facebook Messenger application. Admins control whether end users must link their ServiceNow accounts to the Messenger integration before users can run the Virtual Agent bot in Facebook Messenger.

Visual Task Boards

Exclude child table records
Exclude child table records from the Visual Task Board so that your users only see the main lanes.
Create Swimlanes
Let your users organize their tasks with swimlanes (horizontal and vertical lanes) on the Visual Task Board. Users can only use compact cards in the Visual Task Board and add swimlanes to freeform, flexible, and guided boards.
Edit the due date for a task
Add or edit the due date for a task card. Your users can view the due dates on the cards.
Set a WIP Limit for a lane
Set a limit to the number of tasks cards that your users can add to a lane.
Set notifications to your instance
Add new notifications to your instance by using a Visual Task Board.
Add themes with the color palette
Add themes to your Visual Task Board by selecting colors from the color palette.

Vulnerability Response

Features available from the ServiceNow Store:
Enhanced Change management for Vulnerability Response
Version 9.0: Expedite your remediation of vulnerabilities by creating change requests directly from vulnerability groups with Change Management for Vulnerability Response. The feature tightly integrates Vulnerability Response and ITSM ITSM Change Management and provides customers with the following capabilities:
  • Create pre-populated change requests of varying types (emergency, standard, or normal).
  • Associate vulnerability groups to existing change requests.
  • Split Group: Split large vulnerability groups into manageable chunks.
  • Automated state synchronization: Resolve vulnerabilities groups automatically after change requests are implemented.
Software exposure assessment using Software Asset Management (SAM)
Version 9.0: With the Exposure Assessment module, determine your exposure to a specific software package by looking up the publisher, product name, and version number in the ServiceNow Software Asset Management (SAM) product. As an option, create vulnerable items to remediate vulnerabilities.
Vulnerability Solution Management
Version 8.0: Automatically correlate the vulnerabilities in your environment with the solutions that would remediate them. Identify the remediation actions that apply to your environment and prioritize them by the greatest reduction in vulnerability risk. Available as a separate subscription within Vulnerability Response, Vulnerability Solution Management contains solution integrations such as the Microsoft Security Response Center Solution Integration.
Note:

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

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

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

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

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

for remediation specialistsRemediation Owner Role for remediation specialists for remediation specialists
Version 8.0: Automatically receive access to vulnerability entries and solutions assigned to you or your group using the sn_vul.remediation_owner role. By default, the itil role contains the sn_vul.remediation_owner role.
Mobile experience for Vulnerability Response with the mobile app
Version 8.0: Access the VR application on your Now Platform instance directly from your mobile device with the Vulnerability Response mobile app.
  • View vulnerability groups. You can view and update your vulnerability groups to drive the vulnerability group through its remediation process.
  • Notifications: You can set up your mobile device to receive notifications about your most current business-critical vulnerability items. You can view and edit the related vulnerability group assigned to you or your team directly from the notification.
New in existing integrations
Rapid7 Vulnerability Integration

Version 9.0:Rapid7 InsightVM Multi-source support enables you to integrate multiple Rapid7 InsightVM deployments into a single instance of Vulnerability Response. Assets identified by multiple Rapid7 InsightVM deployments and their vulnerabilities are consolidated and reconciled with your CMDB. This consolidation happens even when scan processes overlap between the multiple deployments.

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

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

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

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

Version 9.0: Populates Preferred Solution for vulnerable items with the same Preferred Solution as its vulnerability.

Tenable for Vulnerability Response v2.x
  • Tenable for Vulnerability Responsev2.x applications offer increased performance speed of importing vulnerabilities. They also bring in the Tenable Vulnerability Priority Rating (VPR) score into ServiceNow.

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

  • Tenable for Vulnerability Response does not currently support Normalized severity.
  • Tenable for Vulnerability Response populates exploit information in the Tenable additional findings fields.
New integrations
Microsoft Security Response Center Solution Integration

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

Quick start tests for Vulnerability Response
Version 8.0: Validate the continued functionality of Vulnerability Response after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.
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