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Activate Connect

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Activate Connect

Connect is active by default on new instances. For upgraded instances, you can activate the Connect plugin (com.glide.connect) if you have the admin role.

Before you begin

Role required: admin

About this task

If you used Collaboration in the Fuji release, the Connect plugin is activated automatically.


  1. Navigate to System Definition > Plugins.

    A banner notifies you that you are in the All Applications page, which contains plugins and ServiceNow Store applications.

    To redirect to the legacy list view for plugins, click the link.
    Legacy list banner
  2. Find the plugin using the filter criteria and search bar.

    You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.

  3. Activate the plugin.

    You can activate the plugin directly from the All Applications page or you can view more details about the plugin before you activate it.

    • If you are certain that you have the correct plugin, click Install, and when you see the dialog box, click Activate.
      Plugin dialog box
    • To view plugin details before activation:
      1. Click the plugin name.
      2. On the form, click the Activate/Update related link.
      3. In the dialog box, review the dependent plugins.

        If your plugin requires dependent plugins, they are activated automatically when you activate your plugin if they are not active already.

      4. If demo data is available and you want to install it, click Load demo data.

        Some plugins include demo data, which are sample records that describe plugin features for common use cases. Load demo data when you first activate the plugin on a development or test instance. You can always load demo data later by clicking Load demo data only on the plugin form.

      5. Click Activate.

Properties installed with Connect

Properties are added with activation of Connect.

Note: To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.
Name Description
collaboration.email_interval Sets the number of minutes the system waits before sending a Connect notification email to an inactive user.
collaboration.frameset Determines whether the Connect overlay is visible (enabled). This property also impacts Connect Support.
collaboration.polling_interval Sets the number of seconds the system waits between polling for new Connect messages. This property also impacts Connect Support.
  • Type: integer
  • Default value: 10
  • Location: System Property [sys_properties] table
connect.notification.audio_alert Specifies the audio file to play to notify users of new messages, support conversation transfers, and @mentions in Connect. This property's value must point to the Name field of a record in the Audio File [db_audio] table. This property also impacts Connect Support.
connect.retrieve_external_link_content Enables Connect to render URLs for external sites as links. When this property is disabled, URLs that point anywhere outside the instance appear as plain text. This property also impacts Connect Support.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Administration > Properties
connect.roles Determines which user roles are required to access Connect. When the value is blank, no role is required. This property also impacts Connect Support.
Note: If you choose to restrict Connect access to specific roles, consider updating the role requirements for Connect modules and other access points.
  • Type: string
  • Default value: <empty>
  • Location: Collaborate > Administration > Properties
glide.connect.enabled Hides the Create or Join Chat Room related link, which appears on the Incident form when legacy chat is enabled. Legacy chat and Connect Chat should not be used concurrently and this property should not be modified.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Administration > Properties Disables and hides all UI elements related to Connect.
  • Type: true | false
  • Default value: false
  • Location: System Property [sys_properties] table
glide.live_feed.task_header_button Determines whether the show live feed icon (Show live feed icon) and Follow button are available in the form header of tables that have the live_feed=true dictionary attribute.
  • Type: choice list
  • Default value: collaboration
  • Other possible values:
    • both: enables both the show live feed icon and the Follow button.
    • live_feed: enables the show live feed icon.
    • none: disables both the show live feed icon and the Follow button.
  • Location: Collaborate > Administration > Properties
  • Learn more: Configure record conversations