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  • Release version
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    • Orlando release notes
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    Home Orlando Release Notes Orlando release notes Learn about Orlando Release notes for upgrading from New York Release notes summaries for Orlando features New features and products in Orlando

    New features and products in Orlando

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    New features and products in Orlando

    Cumulative release notes summary on new Orlando features and products.

    New products were introduced in Orlando, 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
    AuthCredential getAttribute(), setAttribute()
    CSVParser parseLineToObject(), parseLineToArray()
    FlowAPI cancel(), executeDataStreamAction()
    GlideCurrencyConfig GlideCurrencyConfig(), GlideCurrencyConfig(), getAggregationSource(), getConversionDateSource(), getDisplayDigits(), getDisplayValue(), getRateFilterRateTableField(), getRateFilterTargetTableField(), getRateTable(), getReferenceCurrency(), getReferenceCurrencySource(), getSystemReferenceCurrency()
    GlideCurrencyConverter GlideCurrencyConverter(), convert(), setAmount(), setDate(), setDateTime(), setFromCurrency(), setRateTable(), setToCurrency()
    GlideCurrencyExchangeValue getAmount(), getCurrency(), getOriginalCurrency(), getOriginalValue(), getRate(), getRateSysId()
    GlideCurrencyFormatter format(), setLocale(), setMaxFractionDigits(), setMinFractionDigits()
    GlideCurrencyParser setDefaultCurrencyCode(), setLocale(), parse()
    GlideCurrencyValue getAmount(), getCurrencyCode()
    GlideElementCurrency2 getAsEnteredDisplayValue(), getDisplayValue(), getReferenceDisplayValue(), getSessionDisplayValue(), getValue(), setValue(), setDisplayValue()
    GlideImportLog error(), getImportRunHistory(), info(),setImportRunHistory(), warn()
    GlideImportSetRun getImportSetRunSysID()
    GlideImportSetTable addStringColumn(), addDateTimeColumn(), create()
    GlideImportSetTransformer getImportSetRun(), isError(), setImportSetID(), setImportSetRun(), setLogger(), setMapID(), setSyncImport(), transformAllMaps()
    GlideImportSetTransformMap addDateTimeTransformEntry()addTransformEntry(), create()
    GlideTransformLog error(), info(), warning()
    HttpRequestAuthedData addHeader(), addQueryParam(), getHeaderMap(), getDirective(), getQueryMap(), getStatus(), getStatusMessage(), setDirective(), setStatus(), setStatusMessage()
    HttpRequestData addHeader(), addQueryParam(), deleteHeader(), getConnectionAliasID(), getConnectionExtendedAttribute(), getContent(), getDate(), getDirective(), getEndpoint(), getExpiry(), getHeader(), getHeaderMap(), getHost(), getHttpMethod(), getQueryParam(), getQueryParamMap(), getRegion(), getService(), setContent(), setDate(), setDirective(), setEndpoint(), setExpiry(), setHost(), setHttpMethod(), setRegion(), setService()
    IdentificationEngine createOrUpdateCIEnhanced()
    RequestAuthAPI getAuthCredential(), getHttpRequestData(), generateAuth(), resetAuthCredential()
    ScriptableDataStream close(), getItemIndex(), getItemInPageIndex(), getPageIndex(), hasNext(), next()
    Table 2. New global classes and additional methods to existing global classes
    Class Methods
    CMDBQueryBuilderAPI getSavedQueryExecutionDetails()
    CostPlanBatchOperations add(), clear(), process()
    Event Event(), getField(), setAdditionalInfo(), setField(), setText, setTimeOfEvent
    GlideImportSetTable addStringColumn(), addDateTimeColumn(), create()
    GlideImportSetTransformMap addDateTimeTransformEntry()addTransformEntry(), create()
    IdentificationEngineScriptableApi createOrUpdateCIEnhanced()
    IEventSender getQueueSize(), isFullQueue(), sendEvent()
    MLSolution applyPrediction(), getCapability(), getClusterInfo(), getClusterAssignments(), getClusterForRecord(), getVersion(), isActive(), predict()
    MLSolutionFactory getSolution()
    MLSolutionUtil getPredictions()
    SNEventSenderProvider getEventSender()
    Table 3. New REST APIs and additional endpoints to existing REST APIs
    Class Methods
    CI/CD
    • GET /sn_cicd/progress/{progress_id}
    • GET /sn_cicd/testsuite/results/{result_id}
    • POST /sn_cicd/app_repo/install
    • POST /sn_cicd/app_repo/publish
    • POST /sn_cicd/app_repo/rollback
    • POST /sn_cicd/plugin/{plugin_id}/activate
    • POST /sn_cicd/plugin/{plugin_id}/rollback
    • POST /sn_cicd/sc/apply_changes
    • POST /sn_cicd/testsuite/run
    CMDB Data Ingestion API POST /api/now/cmdb/ingest/{data_source_sys_id}
    HR Core GET /sn_hr_core/hr_rest_api/get_usa_employee_profile
    Predictive Intelligence API GET /api/now/agent_intelligence/solution/prediction

    Advanced Risk

    Integrate Project Portfolio Management with advanced risk assessment
    Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Advanced Risk Assessment > Advanced Risk Assessment. The default setting for this property is No. Only users with it_pps_admin or risk_admin roles can enable this property.
    Integrate Application Portfolio Management with advanced risk assessment
    Version: 11.0.1: Enable customers to manage their digital risks with business applications by using the application risk management capability. This capability allows the management of the complete risk life cycle of a business application including general data collection about the application, application inherent risk assessment, applicability of the appropriate policies, regulations and controls, and implementation and monitoring of controls. The integration of the GRC workflow with the business application reduces the communication barriers and reduces the information silos in the two organizations. This reduction of barriers reduces the overall effort in management of business applications. To use this feature, ensure that you have the APM application, Application Portfolio Management integration with Policy and Compliance and Application Portfolio Management integration with Risk Management installed.
    Core enhancements made to Advanced Risk Assessment
    • Version: 11.0.1: Operational Risk Management dashboard View the complete risk posture for the enterprise in a single consolidated report. The enhanced dashboard brings information from various modules including issues, indicators, and control testing. The dashboard has key metrics which help in analyzing and tracking the performance of these measures over a period.
    • Version: 11.0.1: Enable or disable risk response workflow: Decide if you want to enable the risk response workflow in your risk assessment. By default, the risk response workflow is enabled.
    • Version: 11.0.1: Copy factors and risk assessment methodologies: Modify your risk assessment methodology and factors by creating a copy of the record. The option to copy allows the system to create a true copy of the underlying record including all the related lists. This action saves the time of risk administrators as they do not have to create the records from the beginning each time.
    • Version: 11.0.1: Retire a risk assessment methodology: Retire the legacy risk assessment methodologies that are no longer active. This enables easier management of risk assessment methodologies.
    • Version: 11.0.1: Schedule risk assessments: Automatically initiate risk assessments by using the risk assessment scheduler. Select the entities, define the assessors, and define the frequency. This is useful and time efficient for the risk managers who do not have to manually initiate assessments.
    • Version: 11.0.1: Cancel or recall a risk assessment: Recall a risk assessment if there's any change or the risks no longer must be assessed. After a risk assessment is recalled, the risk assessors are notified and the tasks no longer appear in the assessors queue.
    • Version: 11.0.1: Create ad hoc risks and controls during assessment: Create risks and controls during risk assessment. This flexibility is useful for the risk administrators when they configure the risk assessment methodology. This is also useful for the customers as they have greater control on their assessments.
    • Version: 11.0.1: Assess risk assessments with the business user role: Allow any user with the sn_grc.business_user role to assess and approve risk assessments. This simplifies the task of a risk administrator who does not have to assign roles to each user who wants to perform a risk assessment.
    • Version: 11.0.1: Assess risks at any level of the risk statement hierarchy: ​ Associate entities and entity types, along with indicator templates, at any level of the risk statement hierarchy. This is useful for risk managers while assessing risks as they can perform risk assessments for the top-level risks.
    • Version: 11.0.1: Manage risks linked to the same risk statement and entity​: Create and associate multiple risks to the same risk statement and entity combination. This feature benefits the risk managers and the entity owners. The risk managers can define the risk taxonomy according to their requirements. The entity owners can also identify risks for their entity and link them to the enterprise risk taxonomy thus ensuring orphan risks are not created.
    • Version: 11.0.1: Use control guidance for individual assessment of controls: Use the control guidance when assessing controls to get assistance on how to respond to a factor.
    • Version: 11.0.1: Integrate advanced risk assessments with risks, controls, and entities: Minimize complexity for the customers so that they do not have to keep track of the legacy risk assessment method and the advanced risk assessments. Enable the Migrate to Advanced Risk Assessments property to eliminate the legacy views on the risk form. This new property enables a new section called Assessment Summary where users can view the risk scores and the risk response for the primary risk assessment methodology.
    • Version: 11.0.1: Track assessment due dates with notifications and reminders: As a risk administrator, specify how many days before a risk assessment is due an email must be sent to the assessors. The risk administrators can also specify how many days after the assessment is overdue must the assessors be notified. The date is also displayed on the risk assessment form with a red color code that draws immediate attention to the delay and is useful for tracking.
    Assess any record or object using Advanced Risk Assessment
    Version 10.1: Use Advanced Risk Assessment to assess any record or object. You can enable your users to assess any object or record ServiceNow® without having a notion of risk or the entire GRC setup.
    Assess risks using automated factors
    Version 10.1: Assess risks by automatically fetching data from any of the data sources, such as tables or database views, using automated factors. These automated factors help you to automate the risk assessment process so that you don't have to rely on manual inputs.
    Report risk events from upstream applications
    Version 10.1: As a risk administrator, configure the risk event integration so that users can report risk events directly from upstream applications such as Security Incident Response, Incidents, Customer Case Management, and HR Case Management. With this integration, customers can easily push these events into the risk event database.
    Assess risks using Advanced Risk Assessment
    Version 10.0: Use Advanced Risk Assessment to assess the risk posture of an entity that can be an organization, an asset, or a project. Advanced Risk Assessment enables you to configure multiple types of risk assessments in a single application and use it for risk assessment. You'll be able to define the assessment criteria including manual factors, scoring logic, and reporting preferences. This feature provides a single integrated risk assessment engine for all of your organization's risk assessment requirements.
    Quick start tests for Risk Management

    Version 10.0: After upgrades and deployments of new applications or integrations, run quick start tests to verify that Risk Management still works. If you customized Risk Management, copy the quick start tests and configure them for your customizations.

    Automate risk event response

    Version 9.0: Automate the process of adding approvers, issues, and owners to a risk event using the risk event response templates. The template reduces the need for human intervention in handling risk events each time a risk event is created. The template also automatically defines the life cycle of the risk event and how users respond to it.

    Enable Basel reporting

    Version 9.0: Use the Basel categorization specifically for banking and financial domains. Enabling Basel categorization helps you comply with the Basel regulations for mandatory sharing of Basel reports with external regulators. As a business user, you can choose to enable or disable the display of the Basel dashboard.

    Performance analytics dashboard

    Version 9.0: View comprehensive data for risk events and risk hierarchy using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.managers role. To view data for any time period other than the previous six months, you must purchase and install the Performance Analytics Premium plugin (com.snc.pa.premium).

    Configure risk event integration

    Version 9.0: Integrate any ServiceNow® application with risk events to simplify reporting and recording of risk events across your organization.

    Enable ORX integration

    Version 9.0: Enable the Operational Risk data Exchange (ORX) integration property for banking customers. ORX is an industry consortium primarily used in the financial sector for sharing loss events with other financial organizations. ​The loss event information that's shared between organizations serves as an external market alert for users to understand the risks in the market.

    Specify risk tolerance for aggregated risk report

    Version 9.0: Specify the expected ALE and maximum acceptable ALE values in the manage aggregated risk report. This information enables viewing of the risk tolerance status in the aggregated risk report. Compare the performance of an entity for a risk statement against the defined threshold.

    Miscellaneous improvements
    • Viewing My Risk Events--Version 9.0: Report risk events and quickly view the events that you've reported in the ServiceNow® Service Portal under My Risk Events.
    • Addition of cause and consequence library for risk events--Version 9.0: Add causes and consequences of risk events in the cause and consequence library. This centralized library contains the possible causes and consequences that can lead to a risk event. This information helps in the risk analysis, risk prediction, and prevention of risks.
    • Ability to select currency while reporting risk events--Version 9.0: Select the currency when you report risk events.
    • Relate risks events to risk and relate risk statements to risks--Version 9.0: Relate risk events to risks and relate a risk statement to a risk. Establishing this relationship is important for all organizations that use the ServiceNow® Risk Management application. Establishing this relationship provides data for future risk assessment and is also useful for accurate reporting and prevents the creation of orphan risks.
    • Rapid recovery classification--Version 9.0: Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that's generally made in five days. You can modify the default number of days rapid recovery classification.
    • Automatic classification of near miss events--Version 9.0: Automatically classify a near-miss event. Based on preconfigured business rules, the system automatically flags a risk event as a "Near Miss." You can also specify the reason for the near miss.
    • Gain event classification--Version 9.0: Track risk events that don't lead to losses but to actual gains. A risk event result can also result in a financial gain for your organization. Track such events to understand which controls are effective, or which risk becomes an opportunity.

    Advanced Work Assignment

    Advanced Work Assignment dashboard for operations

    Use the AWA operations dashboard to get real-time visibility into key metrics so that your agents can effectively support customer needs. This dashboard shows real-time information about agent presence states, total agent capacity, and the number of work items that are in the agent queues. This dashboard allows queue managers, customer service team managers, and channel owners to monitor queues, assignment groups, and service channels.

    Agent Affinity

    Assign work items to the agent who is best suited to fulfill the request by configuring Agent Affinity. Agent Affinity assigns work items that are based on an agent's history with a customer, whether an agent has fulfilled past assignments for a similar task, and if the agent's account team has fulfilled past assignments.

    Monitor chat conversations

    Monitor agents during live chats between agents and requesters. Supervisors can also join the chat and enter messages that can be viewed by the agent and requester.

    Work item context handling

    Configure queue routing rules that use context variables in a condition builder. If you're using Virtual Agent, you can also specify the context variable to be used for topic intent discovery.

    Work item sizing

    Define work item sizing for a service channel. The assignment algorithm uses work item sizing to determine if an agent has the capacity to handle the assignment.

    Support domain separation for interaction object
    Domain separation for the interaction object was supported by adding the company field to the interaction table and adding these business rules:
    • The domain field is populated with the value from the company field.
    • If the company field is empty, it is populated with the value from the Open for [open_for] user's company.
    • If the Open for [open_for] user is a guest user, the domain field is set to the value in the default domain. The company field will be empty.

    Agent Workspace

    Customize Agent Workspace
    • Build a custom landing page

      Create your own landing page for Agent Workspace by using Now components. Now components include lists, containers, and Performance Analytics and Reporting data visualizations. Add the components that you want and put them in the location that you want on the page. With this feature, you have complete control over the look and feel of your landing page.

    • Add custom components

      Add Now components to the ribbon, form pane, field decorators, list actions, related lists, modals, and related items to improve your agents’ efficiency.

    • Develop components for Workspace

      Develop custom components to add to your Workspace using the Now® Experience UI Framework and the Now® Experience CLI. Improve agent efficiency by allowing them to communicate in one interface and avoid switching between multiple tools.

    • Customize the logo

      Instead of using the logo supplied with Agent Workspace, use your company's name or logo.

    • Change the colors of Agent Workspace

      Select two colors to make Agent Workspace reflect your company's color branding.

    New form features
    • Secondary values in form headers can be conditional

      You can create conditions that make secondary values in form headers appear or not appear. For example, you can make the Assigned to secondary value appear only if the issue is assigned to the agent looking at the record.

    • Improved Form section navigation

      Forms often display many fields. Now, you can use the menu icon (menu icon) to jump to sections in the form pane rather than scrolling to them.

    • New workspace view rules
      • Specify the order of items in the Related Items menu

        You can customize the default ordering of items in the Related Items menu. The default order is Details, which is the form data, then zero or more related items, and finally one or more related lists.

      • Specify the default focus for related items and lists

        You can specify which item in the Related Item menu is in focus when a record opens. The default is Details. Also, you can make the focus conditional.

      • Specify default Form pane section focus

        You can configure which section your agent sees first in the form pane. By default, the first section of an item appears in the form pane when it opens. If you want an agent to see a different section first, you can set that up. For example, if agents need information in section 11 of a related list whenever the condition State is On hold is true, you can display section 11 instead of section 1.

      • Hide Details and UI actions

        You can hide the Details and UI actions in forms for people who are not required to see record details.

    • Form annotations supported

      You can annotate forms in the form pane. Form annotations work the same as they do in the Now Platform.

    • More field types are supported in modals

      The field modal supports two additional field types: glide_list and HTML. These field types join the types that are already supported: string, textarea, choice, reference, and Boolean.

    New list features
    • Agent Workspace supports column filtering with choice type fields

      When an agent filters a column that is in the sys_choice table, Agent Workspace displays a pop-up window with the fields to filter by. If there are more than 10 fields, Agent Workspace displays a Filter field in the pop-up window so that the agent can easily find the fields to filter on.

      Search for fields to filter by

    • Agent Workspace supports database views in lists.

      Agent Workspace now supports database views in lists. In previous versions, some lists would load endlessly.

    • Add records to a related list

      The multi-record associator enables agents to add records to a related list. When an agent selects the Add Workspace action in a related list, a modal appears that enables them to select one or more records to add them to the related list. Currently, the component only supports many-to-many table relationships.

    • Highlight list fields

      You can highlight fields in lists of records to call agents' attention to them. For example, you might make the background red for Priority values that are Critical. This functionality replaces Field Styling. You can't automatcially convert Field Styling configurations into highlighted list fields. Highlighting definitions are per workspace, not per instance.

    • URL support

      Previously, the only fields in lists that worked as links were type and reference fields. As of Orlando, URL field types now work as links in lists. Clicking the URL opens the link. Workspace validates that the URL value starts with http:// or https://.

    • Record selections are not cleared when moving to a new page of records in the same list

      Previously, when agents selected a record on a page and then navigated to another page, their selections were cleared. Workspace no longer clears these selections.

    • Large lists of records display faster

      You can reduce the load times of lists for very large tables by removing the calculation of the total number of records in those lists.

    New Agent Assist features
    • Multiple Agent Assists

      You can create multiple Agent Assists in the form pane. Each Agent Assist would use a different information source such as a knowledge base or employee records.

    • Dynamic filters

      Set up dynamic filters that are based on field values in a record. For example, change the search results automatically when an agent changes a field in a record that is open in a workspace.

    • Change the title shown on Agent Assist

      Instead of having Agent Assist as the title, you can change it to something more relevant to your agents.

    • Agent Assist searches with empty search criteria

      Agent Assist uses a field that you specify, usually, Short Description, to populate search results when you open a record. In the past, if that field was empty, Agent Assist wouldn't run the search at all. Now, you can use the Allow search with empty search text search field to search even when there is no Search Field specified or when Search Field is empty. For example, human resources can use this feature to list all employee documents in Agent Assist. Then, agents can use the search field to refine the list. For example, agents can filter on 401k.

    • Agent Assist personalizes searches

      Agent Assist can now watch the value of a record field and return results based on that value. For example, human resources (HR) can use this feature to show employee documents that are based on the value of the Caller field in an open HR Case record.

    • Agent Assist supports more Search Resources

      Previously, Agent Assist supported the search resources, Knowledge and Service Catalog. Now, you can use many more sources of information in Agent Assist searches. For example, you can search through Open incidents, Resolved incidents, Outages, Open problems, and more. You can list them by navigating to Contextual Search > Additional Resources.

    New interface features
    • New field types
      Form controls now support the following field types:
      • Percent Complete—Enables agents to input percent values, including decimals and negatives. The value appears with a percent sign (%).
      • IP Address—Supports v4 and v6.
      • FX Currency—Allows positive or negative values in this field type.
    • New tag operators
      Tag filtering has new operators:
      • Have—Includes records with specific tags.
      • Does not have—Excludes records with specific tags and records with no tags.
      • Excluding—Excludes records with specific tags, but includes records with no tags.

      Tag filters have additional filtering operations

    • New date range picker

      Enable agents to select a range of dates.

      Date range picker

    • Drag and drop events to reschedule them on calendars.

      Reschedule events by simply dragging and dropping them into a new timeslot on calendars.

    • Reference picker enhanced
      As an agent enters text in a field, the text becomes highlighted as follows. If the input matches:
      • Both the secondary and primary values, Agent Workspace highlights only the primary value.
      • Only the secondary value, Agent Workspace only highlights the secondary value.

      Text becomes highlighted depending on the input

    General Agent Workspace enhancements
    • Agents can share an Agent Workspace view with other agents by using links.

      Agents can send the URL in their browser to another agent so that the two agents can look at the same record in Agent Workspace.

    • Configure Agent Workspace components from the Settings menu
      In the Settings menu under the profile image, two new menu items provide you with shortcuts to configure the workspace and forms:
      • Configure Workspace—Opens the workspace configuration page.
      • Configure Page—Appears when the page content is a form. This menu item takes you directly to the pages that you use to configure the displayed form.

      Using these menu items is easier than navigating to the configuration pages using the application navigator.

    • Knowledge Management now included in Agent Workspace

      Knowledge Management functionality is now included in Agent Workspace. You can read about its Orlando features in its release notes.

    • Specify the maximum number of characters for field values exported to Microsoft Excel

      The glide.us.export.choice_list_max_characters system property sets the maximum number of characters in Condition field values when you export them to Microsoft Excel. For example, if Condition field values were truncated during export, you can increase the maximum number of characters exported. This property does not affect the size of fields in records.

    New Agent Chat features
    • New Agent Chat virus scan

      Uploaded files in Agent Chat are now scanned and flagged when infected. When an infected file is uploaded by an agent, a card appears indicating that the file is infected, and can't be forwarded to anyone.

    • Agent names and avatars in Agent Chat

      Agent names and avatars can now be configured to represent agent identities when visible, or when set to anonymous, to display a generic agent identification.

    • Set up an audible chat or inbox alert

      An audible alert can now be set to notify an agent when a new chat or item arrives in their inbox.

    • Show phone, chat, or walk-up icon on phone interaction tab

      Agents can now see the active status of interaction tabs. Agents can now know the interactions that are currently in progress.

    • Interaction auto-logging of context related to table records

      Agents can now have records associated to a chat through context added as related records to a chat.

    • User Wait Time shown in Agent Chat window

      When a user initiates a chat with a live agent, they can now see an estimated wait time to talk with an agent. The wait time is set by an administrator in Chat Setup.

    • Pre-chat and post-chat surveys

      Display a pre- and post-chat conversation topic in the chat client (Service Portal chat widget and Virtual Agent messaging integrations) that presents requesters with a conversational questionnaire. Pre-chat surveys gather information that can be used to route requesters to qualified agents. Post-chat surveys enable requesters to provide feedback on the chat experience. You design the questionnaires using the ServiceNow Survey Designer.

    Agile Development 2.0

    Work Progress Status for Agile Teams

    Work Progress Status for Agile Teams provides a green, yellow, red (GYR) progress status on Agile 2.0 epics to indicate whether the work is likely to be completed by the epic's planned end date. It also provides an estimated completion date based on the rates at which the scope of work is changing and the work is being completed.

    Agile Development v2 mobile app
    Track and update your stories and scrum tasks of the current sprint, of the assignment groups that you are a part of. From your mobile device, you can do the following:
    • Track all stories and scrum tasks for the current sprint.
    • Update the details of stories and scrum tasks of the current sprint.
    • Create scrum tasks for the stories of the current sprint.
    • Add work notes and attachments to your stories and scrum tasks.
    Atlassian Jira Integration for Agile Development

    Enable bidirectional synchronization of records between Atlassian Jira and ServiceNow® Agile Development 2.0 by integrating the two applications.

    When you integrate projects and boards from Jira with Agile Development, you can:

    • Synchronize work items between Jira and Agile Development.
    • Plan, track, and update your work from a single application.
    Microsoft Azure DevOps Integration for Agile Development

    Enable bidirectional synchronization of records between Microsoft Azure DevOps and ServiceNow® Agile Development 2.0 by integrating the two applications.

    Integration of Azure DevOps to Agile Development enables you to do the following:

    • Synchronize work items between Azure DevOps and Agile Development.
    • Plan, track, and update your work from a single application.
    Scrum Programs

    Plan and track the work of multiple teams that are working together, either towards a common outcome or on an ongoing basis. These teams can have synchronized or varied sprint cadences, and be involved with work outside of the common program.

    With Scrum Programs, you can use a centralized view to:
    • Plan and compare workload of multiple teams across sprints.
    • Set, view, and adjust dependencies between stories across multiple teams.
    Performance Analytics Content Pack for Agile 2.0

    Improve your Agile processes and practices using preconfigured dashboards for Agile sprints, releases, teams, and epics, with data visualizations.

    Quick start tests for Agile Development 2.0

    Validate the continued functionality of Agile Development 2.0 after any configuration change such as an upgrade or after developing an application.

    All test suites and tests must pass on default implementation. To validate a custom implementation, copy the automated tests and configure them according to your customizations.

    Agile Development v2 app

    Track stories of the current sprint

    From your mobile device, track all stories of an assignment group including the stories that are assigned to you from multiple assignment groups. Get notified when work notes are added to your stories.

    With a swipe, you can choose to update the status of the story or add work notes to the story.

    Update stories from your mobile device
    • Update the fields of state, short description, story points, assigned to, priority, and the sprint to which the story belongs.
    • Add work notes and attachments.
    Track scrum tasks of the current sprint

    From your mobile device, track all scrum tasks of an assignment group including the scrum tasks assigned to you from multiple assignment groups. Get notified when work notes are added to your scrum tasks.

    With a swipe, you can choose to update the status of the scrum task or add work notes to the scrum task.

    Create scrum tasks for stories

    Add scrum tasks to stories of the current sprint, from the mobile app.

    Update scrum tasks
    • Update the fields of state, task short description, description, assigned to, actual hours, and priority.
    • Add work notes and attachments.

    Application Management

    Notifications to administrators

    Notifications are sent to the users of your ServiceNow instance regarding the application tasks to be performed or application updates. Users with permissions to access the All Available Applications module, can click the required notification to perform the necessary actions. Also, Connect messages are sent to administrators when certain application management actions should be performed. To receive the messages, set the value of the com.snc.unified_plugin.connect.notification.enabled property in the System Property [sys_properties] table to True.

    Accessing recommended applications
    Access the list of recommended applications that are available on ServiceNow Store from your ServiceNow instance.

    Application Portfolio Management

    Hardware life cycles and risks displayed in the TPM timeline

    Associate hardware models with application services using the suggestion engine. The risk engine then evaluates the risks of your hardware. You can view the risks that are rendered on the TPM timeline in the By Business Application view.

    GRC controls on business applications
    Create controls and determine your business applications that should comply with the control to protect your business from key risks, ensure operational effectiveness of your applications, and support and regulate compliance requirements.
    APM standalone – plugin separation
    Activating the Application Portfolio Management (com.snc.apm) plugin installs the Demand Core (com.snc.demand_core) plugin to access features that aid in planning, organizing, and managing demands. APM also activates the Performance Analytics plugins that are required to access dashboards, performance analytic metrics of business applications related to change requests and problem management.
    Risk management for business applications
    Integrate Application Portfolio Management (APM) with Governance, Risk and Compliance (GRC) to simplify the work of application owners and IT risk managers by identifying the risks associated with business applications and adding the controls necessary to mitigate the risks.
    Quick start tests for Application Portfolio Management

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Application Portfolio Management still works. If you customized Application Portfolio Management, copy the quick start tests and configure them for your customizations.

    Assessments and Surveys

    Validation for a chat survey

    Use the Chat Survey field to restrict the type of survey questions that can be added to a chat survey.

    Topic block for surveys in ITSM Virtual Agent

    Design a Virtual Agent conversation using the Survey topic block.

    Enhancements to survey capabilities in ITSM Virtual Agent
    • Dependent survey fields are supported.
    • The following metric types are supported:
      • Attachment
      • Boolean
      • Check box
      • Choice
      • Date
      • Date/Time
      • Image scale
      • Number
      • Numeric scale
      • Percentage
      • Scale
      • String
    • Introduction and end notes of a survey are supported.
    Normalization score for a multiple selection metric

    Calculate the normalization score for a multiple selection metric by defining the weight of the question and the score for each response of the metric. This score provides data for risk assessment.

    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.

    Audit Management

    Audit Evidence Request
    GRC: Advanced Core, Version 11.0.3: Request supporting documents during an audit. You can electronically request the information that you need from the first and second lines of defense. The individuals being audited can then immediately upload their documents to the system, significantly reducing manual processing time.
    Audit Observations
    Version 11.0.1: Create audit observations while conducting control testing, interviews, walkthroughs, and other audit activities. Observations are used to bring significant issues to the attention of audit managers. The audit teams review the observation to determine if it is a reportable issue or can be tracked as a recommendation, or an observation, or a best practice. Work with the auditee in the system or offline to review the observation and the action plan for the reportable issue.
    Audit Milestone
    Version 11.0.1: Use audit milestones to track the progress of your engagements. You can also add audit tasks to the milestone and track the completion of the milestone based on the completion of those tasks.
    Audit Plan
    Version 11.0.1: Plan all your audit engagements in a systematic and logical manner by creating an audit plan. An audit plan enables the audit teams to plan their annual, semi-annual, quarterly, and multi-year audits and engagements better.
    Resource and Cost Planning: Advanced planning integration with Project Portfolio Management
    Version 11.0.1: Use the advanced planning capabilities to conduct detailed resource and cost planning by integrating engagements with projects from project portfolio management (PPM) application. The planned expenses, planned resources, actual expenses, and actual resources from resource and cost plans are rolled up to the engagement and the parent audit plan.
    Audit Manager dashboard

    Version 10.1: Use the Audit Management dashboard to provide audit managers with the latest view of the audit engagements and related audit activities. This dashboard is available from the Audit Management application and provides an overview of the audit tasks, control tests, the current state of issues, and remediation tasks.

    Quick start tests for Audit Management

    Version 10.1: After upgrades and deployments of new applications or integrations, run quick start tests to verify that still works. If you customized , copy the quick start tests and configure them for your customizations.

    Authentication

    Enable password policy controls for local accounts
    Enable password policy controls to automatically apply password policies for your instance. You can also track the password history and facilitate resetting passwords.
    Custom authentication algorithm for outbound signing requests
    Configuring an authentication algorithm enables you to sign outbound HTTP requests.
    Remember browser for Multi-Factor Authentication (MFA)
    Set a time span, in hours, that a browser remembers an MFA login. MFA doesn't prompt a user for authentication during the specified time period. The default is 8.

    Automated Test Framework (ATF)

    Copy an automated test suite
    Reduce time in creating tests by copying an entire test suite. Rename and modify the test suite after copying. The Copy Test Suite button on the Test Suite form copies all the nested tests and child test suites within the test suite.
    Custom UI test steps
    Test workspaces using the Form category test steps. The Custom UI category steps don't support available workspace.
    List and Related List
    Validate the functionality and visibility of records and UI actions in lists and related lists.
    Validate Related List Visibility
    Validate the visibility of the selected related lists on a form.
    Apply Filter to List
    Apply a filter to a list to find the required record.
    Validate Record Present in List
    Validate the presence of a record in a list. A valid form must be open and the list containing the record must be visible to proceed.
    Open a Record in List
    Open a specific record in a list.
    Validate List UI Action Visibility
    Validate that a UI action is visible in a list. If you're impersonating a user, the visibility of a UI action can change depending on the user being impersonated.
    Click a List UI Action
    Select a list UI action in a list on a form.
    Email category
    Use Automated Test Framework (ATF) to test email notifications, outbound email flows, and inbound email responses.
    Validate Outbound Email
    Verify that a certain outbound email exists by searching for it in the Email [sys_email] table.
    Validate Outbound Email Generated by Flow
    Verify that a certain outbound email exists by searching for it in the Email [sys_email] table. Use this step to test that a flow is triggered as expected.
    Validate Outbound Email Generated by Notification
    Verify that a certain outbound email exists by searching for it in the Email [sys_email] table. Use this step to test that an email notification is triggered as expected.
    Generate Inbound Email
    Create an email record that looks like an email that's sent to your instance. Use the email record to test an inbound email flow or an inbound email action.
    Generate Inbound Reply Email
    Create a reply email record to test how the system handles a user response to an email notification.
    Generate Random String
    Generate a string of random alphanumeric characters that you can use as test data for another step.

    COVID-19 Global Health Data Set

    Access global COVID-19 data
    View the latest COVID-19 data and sort the information by date, location, state/province, and country. Build reports or export the data to use for your own analysis. Use the geolocation map component to visualize the daily updates.
    Track new data
    Track new confirmed COVID-19 cases along with your employee and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Change Management

    New conflict property for handling schedule time

    Handle contiguous change requests that have overlapping schedules that could result in conflicts by using the new conflict detection property change.conflict.allow_contiguous_changes conflict detection property. For upgrade customers, this property is set to false.

    New Execution field on the Change Approval Policy form
    Gain greater management and control over the order and application of change policies and policy decisions. A new Execution field has been added to the change form that enables you to choose which decisions to use and in which order:
    • First decision that matches: Uses the answer of the first matching decision in ascending order.
    • Run all decision that matches: Uses all matching decisions.
    Enhanced ITSM Agent Workspace for Change Management
    Use the new and improved ITSM Agent Workspace for Change Management to initiate change requests. The new workspace provides an improved user experience with regards to change initiation.
    Mobile experience for Change Management
    Manage your change tasks from anywhere using the ServiceNow Agent mobile application. You can stay connected and access needed information in real-time to complete your tasks.
    Agenda items paging in CAB workbench
    Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.
    Search attendees in CAB workbench
    Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.
    Quick start tests for Change Management

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

    Cloud Insights 1.3

    Government cloud service accounts are supported
    You can add government cloud service accounts for AWS and Microsoft Azure to your Cloud Insights setup.

    Cloud Management

    Domain Separation in Cloud Management

    Set up domain separation for Cloud Management to segregate and manage cloud infrastructure and assets belonging to different tenant organizations with data separation requirements in the same instance. Create MID Servers for separate customers and set up a domain hierarchy, policies, groups, and catalogs with domain-specific permissions to achieve data separation.

    Quick start tests for Cloud Management

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

    Coaching

    Quick start tests for Coaching

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Coaching still works. If you customized Coaching, copy the quick start tests and configure them for your customizations.

    Common Service Data Model

    The following attributes have been added to the configuration_item [cmdb_ci] class in the Configuration Management Database (CMDB)These CMDB attributes are required for migrating to the CSDM.
    Environment attribute
    • New attribute on the cmdb_ci table
    • Value choices are: Prod, Test, or Dev
    • Use case: Identify the environment that the configuration item (CI) supports. Previously, the “used for” attribute identified the environment but it was at the cmdb_ci_server tablel evel. This new attribute identifies other items such as hardware, software, and containers.
    • Description: “Environment” is the deployment tier within a computer system. Common examples include Development, QA, and Production.
    Managed by group attribute
    • New attribute on the cmdb_ci table
    • Value: Reference to group table in ServiceNow
    • Use case: Identify the group responsible for managing the CI data
    • Reason for this new attribute: The base attribute is “Managed by,” which references the user table. However, some customers have requested a group-referenced attribute. Previously, you may have filled this need by modifying the CMDB “Managed by” attribute to reference the sys_user_group or may have created a custom attribute.

      Also, if you have modified other related attributes such as the Approval group, Assignment group, and Support group attributes, we can't modify these related attributes. This means that you may not get the full benefit of the "Managed by group" attribute.

    Internet Facing attribute
    • New attribute on the cmdb_ci_hardware table
    • Value: Boolean (True or False)
    • Use case: The Internet Facing attribute indicates whether the CI is inside or outside the DeMilitarized Zone (DMZ). Customers want to know if their tools (for example, Puppet) or ranges of IP addresses are inside or outside the DMZ. Currently, the FireWall attribute in the cmdb_ci_server table provides this identification but at a different level. This new attribute identifies not only hardware, but also CIs such as containers not associated with hardware.

    Communities

    Search for content within a community forum
    Search for content within a forum.
    Search enhancements
    Search functionality is enhanced to display the forums, topics, and profiles that match the keyword. You can also filter your search results based on these additional categories.
    Disable comments
    Disable comments on a blog, document, video, event, and question to prevent users from posting unwanted comments.
    Schedule a blog in the community
    Schedule a blog to be published at a specific date and time.
    Schedule an event in the community
    Schedule an event to be published at a specific date and time.
    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 remediation target rules (v 11.1)
    With remediation target rules you define, set the expected time frames for remediating test results. Send notifications to users and groups when target dates are approaching and when they are past due.
    Create CIs with the Identification and Reconciliation Engine (IRE) 11.1
    Use IRE to create new CIs in the CMDB when an existing CI cannot be matched with an imported host from third-party vulnerability assessment product.

    The CMDB CI Class Models app dependency for this feature is installed automatically with v 12.1 of Vulnerability Response.

    11.1 Exception management for Configuration Compliance
    Request to defer the remediation of test results or test result groups for a specified period. Request, review, and approve exception requests with an approval workflow consistent with Vulnerability Response.
    Risk score and risk rating rollups and reapply (v 101.3)
    View the most current risk scores and risk ratings on configuration tests and test result groups using risk rollup calculators. This new calculator group rolls up the risk scores of test results to test result groups and configuration tests. Use risk scores and risk ratings to assess the relative risks and potential impact that known configuration vulnerabilities pose to your organization. Adjust calculators and recalculate scores easily using the reapply feature to better understand your scoring models and ensure accurate results.
    Configuration Compliance assignment rules overview (v 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 (v 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 (v 9.0)
    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 Management Database (CMDB)

    Convert business services to application services in bulk

    Convert a set of legacy business services to application services in a single operation. Using bulk conversion, you can leverage dynamic services that synchronize with CI changes.

    Application services streamline the different types of services in your organization. Also, you can apply ITOM capabilities, such as viewing the service history and monitoring the service health, to application services.

    Apply the Principal Class filter to list views of CIs
    Display only the CIs from specific CMDB classes when you apply the CMDB Principal Class filter to CI list views. Set specific classes as principal classes so that they are included in the filter and only CIs from those classes appear in list views where you applied the filter.
    Create a dynamic report in CMDB Query Builder

    Create a report in CMDB Query Builder that dynamically updates when the saved query that it is associated with runs. Therefore, this report is always synchronized with the latest results of the query.

    You can manage a dynamic report like any other report in Reporting, and you can attach it to a Performance Analytics dashboard.

    CMDB Health view
    Use the system property glide.cmdb.health.src.top_10_cache_time_in_minutes to improve the performance of the CMDB Health view in the CMDB dashboard. You can increase the default value of 30 to extend the browser caching time for the widgets that list the top 10 incident, alert, and change generating CIs.
    IntegrationHub ETL store app
    Use the IntegrationHub ETL store app to manage ETL transform maps that integrate third-party data into the CMDB. IntegrationHub ETL is a wizard-like interface that guides you through the entire integration process, including a test run of sample data. You can also use the IntegrationHub ETL to customize pre-defined ETL transform maps provided by ServiceNow® or vendors.
    Quick start tests for 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 Support

    Scripted extension point for Connect Support chats
    Use the ConversationServerInteractionService extension point to create custom scripts that use chat context from pre-chat survey information provided by users in the chat client for Agent Chat (Live Agent and ServiceNow® Virtual Agent). Use these scripts to route chats to Connect Support chat queues.

    Contact Tracing

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

    Contextual Search

    Personalize searches

    In addition to the ability to use the value of a record and return knowledge results based only on that value, you can now also use the value of a record field and return table-based additional resource results based only on that value. For example, human resources (HR) could use this feature to show employee documents based only on the value of the Caller field in an open HR Case record.

    Predictive Intelligence for Contextual Search

    The Predictive Intelligence Similarity capability for Contextual Search has been moved into a dedicated plugin named Predictive Intelligence for Contextual Search (com.snc.contextual_search.ml). If you have access to Predictive Intelligence, you can now decide whether you want to activate the ability to use machine-learning algorithms for searching with Contextual Search.

    Continual Improvement Management

    Continual Improvement Management Integration with Incidents in Workspace
    Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.
    Continual Improvement Management Integration with Problems in Workspace
    Create an improvement initiative from a problem to track and manage tasks for improving a service or process, or tasks related to the problem.

    Continuous Authorization and Monitoring

    Authorization boundaries
    Define authorization boundaries.
    Common control overlays
    Define a common control overlay, which may include the creation of controls and acquiring approvals for them.
    Authorization package
    Define an authorization package and take it through the 7 RMF steps built by NIST and mandated by the federal government.
    POA&M
    Define Plans of Action and Milestones for the package.
    Continuous Monitoring
    Get approval to operate and perform ongoing authorization via continuous monitoring.
    Quick start tests for Continuous Authorization & Monitoring

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Continuous Authorization and Monitoring still works. If you customized Continuous Authorization and Monitoring, copy the quick start tests and configure them for your customizations.

    Credentials

    Configuration templates

    Enable users with the admin and flow_designer roles to set up spoke integrations with third-party systems using a single, customizable form.

    Custom authentication algorithm for outbound signing requests
    Configure an authentication algorithm to sign outbound HTTP requests.
    SNMPv3 credential support for CyberArk
    CyberArk external credential storage now supports SNMPv3, including the use of privacy keys.

    Currency administration

    Set up and operate FX Currency fields
    Define currency conversions that better support enhanced financial reporting and more transparent calculations. You can set up a configuration for an FX (Foreign Exchange) currency on one table field, and a different configuration for another FX currency field on another table. By using separate tables, you can use specific fields to convert currency instead of converting currency on a global basis across an instance.

    Customer Service Management

    Integrate Customer Service Management with Safe Workplace applications
    Integrate with the ServiceNow®Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE.
    Case management
    • Case types: Enable agents to create the right type of case corresponding to the customer issue. Administrators can use guided setup to create new case types that extend the Case [sn_customerservice_case] table and then manage the setup and information for the case types through a central view.
    • Customer Project Management: Enable customers to manage complex projects with multiple tasks by using Customer Service Management with Project Portfolio Management. Customer project managers can create and manage projects while end customers can view projects and tasks for their accounts.
    • External user approval for change and request records: Enable customers to approve change and request records from the Customer Service Portal.
    • Case entitlement derivation: Provides a configurable way to derive the entitlement based on several fields related to the case record.
    Proactive Customer Service Operations
    • Proactive case flows: Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.
    • Outage tracking for Customer Service Management: Provide your customers with visibility into any outages that exist for their install base, enabling them to assess the business impact caused by outages over time.
    • Service health status: Provide your customer service agents with a view into the real-time service health of an account's install base. Correlate customer issues with the operational health of install bases and provide a faster response to the customer.
    • Priority of cases: The priority of cases created from alerts is set based on the severity of the alert, so that customer service agents can act accordingly.
    • Proactive cases: All major cases, major case candidates, and child cases created internally are automatically managed as proactive cases and can be tracked separately.
    • Proactive Customer Service Operations dashboard: Enable your customer service managers to view outage-specific KPIs on the Proactive Customer Service Operations dashboard to assess the business impact of outages over time.
    Service-aware install base
    • Contracts and entitlements for install base: Associate sold products and install base items to contracts and entitlements to provide your customers with insight into the support they are entitled on the Customer Service Portal.
    • Install base in Agent Workspace: Enable your customer service agents to view a customer’s complete install base in Agent Workspace, including information on the products and services purchased, how they are delivered, and additional components available with the product models. Customer service agents can then provide your customers with the support they need as well as identifying opportunities for upsell.
    CSM Agent Workspace
    • Ribbon configuration: Configure ribbons in CSM Agent Workspace to help agents quickly scan relevant record details. You can configure ribbons for different workspaces and for tables that extend the Case [sn_customerservice_case] table.
    • Response templates: Use response templates in CSM Agent Workspace and quickly add template content to cases and case tasks.
    • Agent Assist: Use the Agent Assist contextual search option on the Interaction form and search for information using these sources: Knowledge articles, Service Catalog, and Communities.
    • Interaction form related lists: Provide agents quick access to recent interactions and open cases for the contact or consumer they are assisting.
    • Highlight list fields: Call an agent's attention to important fields with highlighted fields in lists of records. For example, you can set the background to red for Priority values that are critical. This functionality replaces Field Styling. There is no way to convert Field Styling configurations automatically to highlighted list fields. Highlighting definitions are per workspace, not per instance.
    Communication of AWA presence state changes to OpenFrame (CTI)
    Use events to communicate agent’s presence states to the Computer Telephony Integration (CTI) application. CTI application developers can create subscriptions for these events to capture the agent’s AWA presence changes.
    Quick start tests

    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.

    To integrate Customer Service Management into Microsoft Outlook
    • Configure ServiceNow add-in for Microsoft Outlook: As an admin you must configure user roles and download the office add-in manifest file for integrating Customer Service Management for Microsoft Outlook.
    • Install ServiceNow add-in for Microsoft Outlook: As an account facing executive you can install the ServiceNow add-in for Microsoft Outlook to use ServiceNow features such as managing contacts and cases from within Microsoft Outlook.
    • Create a new contact within CSM: As an account-facing executive you can create a contact within CSM using your Microsoft Outlook.
    • View and edit an existing contact within CSM: As an account-facing executive you can view and edit an existing contact within CSM using your Microsoft Outlook.
    • Create a new case: As an account-facing executive, you can create a new case from within your Microsoft Outlook.
    • View and edit an existing case: As an account-facing executive, you can view and edit an existing case from within your Microsoft Outlook.
    Chat Zoom Connector
    Resolve issues quickly and engage better with customers with video and screen sharing options in the Zoom application using the Chat Zoom Connector application.
    Cloud Call Center for CSM
    Provide interactive voice response and calling experiences for your customers and agents by integrating the Amazon Connect service seamlessly with the Cloud Call Center for CSM application.

    DevOps

    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. Integrations include Azure DevOps, Bitbucket, GitHub, GitHub Enterprise, GitLab, Jira, Jenkins, and ServiceNow Agile Development 2.0. JUnit-style test results from Jenkins are supported.

    Customer-managed Change Management

    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.

    Version 1.14: Use different templates for DevOps change requests. You can also customize the ServiceNow Change Management workflow for DevOps using the DevOps Model Change Request flow in ServiceNow Flow Designer.

    Version 1.20: Configure change receipts (in pipeline step change control) so the pipeline doesn't pause. Change receipts do not require approval for the pipeline to proceed.

    Change acceleration for releases

    Version 1.11: Use change acceleration for releases to link all commits and work items in the change request since the last time the app was deployed to production, rather than for a specific pipeline execution.

    Version 1.13:
    • Register artifacts and packages in a Microsoft Azure DevOps pipeline.
    • View test results and artifact versions for the change in a DevOps change request.
    • View the list of release tests after package creation or after artifact creation, and the list of artifact versions from artifact package creation in a DevOps change request.
    • Capture tags from GitHub and Bitbucket coding tool commits.
    Azure DevOps integration

    Version 1.12: Integrate Azure DevOps Boards, Repos, and Pipelines using the ServiceNow DevOps extension for Azure DevOps on Visual Studio Marketplace.

    Version 1.13:
    • Automatically discover Azure DevOps pipelines during orchestration tool setup.
    • Set up custom artifact and package creation tasks in Azure DevOps pipelines for integration with DevOps.

    Version 1.14: Import historical work items (tasks, issues, and epics) for Azure DevOps basic projects.

    Version 1.17: Integrate Azure DevOps without the need to add start and end job notifications to the Azure pipeline. Azure pipeline modifications are needed only for pipeline artifact and change.

    Version 1.18:
    • Automatically create pipeline steps for Azure DevOps when modeling the pipeline in DevOps.
    • Integrate Azure DevOps release (CD) pipelines using the ServiceNow DevOps Release Gate extension, or the Azure Invoke REST API as a pre-deployment gate.
    GitLab integration

    Version 1.16: Integrate GitLab Source Code Management as a coding tool and GitLab Continuous Integration as an orchestration tool to see commits along with pipeline data, for automated change requests, and additional insights.

    Version 1.17: Automatically discover GitLab pipelines during orchestration tool setup.

    Version 1.18:
    • Automatically configure GitLab webhooks during orchestration tool setup.
    • Automatically create pipeline steps for GitLab when modeling the pipeline in DevOps.
    GitHub integration
    Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials.
    Jenkins integration
    Use scripted or declarative code in your Jenkins pipeline. Parallel and sub stages are supported. Configure multibranch change control in a DevOps pipeline 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.

    Version 1.13: Automatically discover Jenkins pipelines during orchestration tool setup.

    Version 1.19: Automatically create pipeline steps for enabled Jenkins pipelines.

    Version 1.20: In the Pipeline UI, view Jenkins pipelines without showing stages that have been skipped due to branch conditions.

    Enhanced data resiliency using DevOps retry policy
    Version 1.19: Enable the DevOps Custom HTTP Retry Policy in ServiceNow flows to add retries to most tool communication. You can also modify the retry configuration to match your needs.
    Cascade delete DevOps objects including tools, repositories, and pipelines
    Version 1.21: Delete Tool, Repository, and Pipeline records and related records when no longer needed. Cascade record deletion is implemented to delete all dependent lower level DevOps records whenever a parent or higher level DevOps entity is deleted.
    Multiple work item support for a commit
    Version 1.22: View linked work items in the DevOps Commit record and the Pipeline UI when you associate multiple work items to a commit using Azure DevOps, Bitbucket, GitHub, or GitLab.
    User-created integrations support for planning, coding, and orchestration tools

    Create subflows in Flow Designer to integrate planning, coding, and orchestration tools not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

    Version 1.9: Connect and discover integration capabilities are also supported.

    Version 1.12: In addition to planning and coding tool integrations, create integrations for orchestration tools. The concept of tool capabilities is added for multi-tool support.

    Version 1.15: Create subflows in Flow Designer to integrate functional and performance test tools that are not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

    Version 1.20: Use the Jenkins plugin for ServiceNow DevOps to report Selenium tests that are run and published by TestNG. Test type categorization is also supported.

    Version 1.21: Use the DevOps API to access a change request number created in a pipeline for further interaction with the change request from the pipeline.

    Version 1.22: Use the DevOps API to onboard tools and apps.

    DevOps Insights dashboard

    Use the DevOps Insights Standard dashboard to provide visibility into change results, pipeline value stream, and overall DevOps process. The Insights dashboard includes commits, in addition to development, deployments, change acceleration, and system health tabs. Drill into data collected over time and compare data sets to analyze operational and business insights.

    Version 1.14: View stability metrics, including MTTR and service availability, based on incident and service availability records. Use the Performance Analytics Solution Library to easily install and update the DevOps Insights dashboard.

    Version 1.15: View a summary of four DevOps accelerated stability metrics, change failure rate, incidents, outages, and average time for change requests. In addition, view two new change acceleration widgets, including total changes submitted and average time to approve.

    Pipeline UI view

    Use the 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 Pipeline UI can also be accessed from within a DevOps change request.

    Version 1.12: Create more than one pipeline per app.

    Version 1.16:
    • View artifacts of multiple pipelines by app in the Pipeline UI, and filter by pipeline.
    • Click directly into DevOps change requests, step executions, and artifact details in Pipeline UI flyout windows.
    DevOps Integrations application

    Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps, Jenkins, and GitLab orchestration tools with DevOps.

    Version 1.16: Use the DevOps Integrations application to integrate GitLab orchestration tool with DevOps.

    Quick start tests for DevOps

    Version 1.10: After upgrades and deployments of new applications or integrations, run quick start tests to verify that DevOps still works. If you customized DevOps, copy the quick start tests and configure them for your customizations.

    Discovery

    Certificate Inventory and Management application
    Discover and take inventory of all your TLS certificates using Certificate Inventory and Management, keep informed of impending expirations, create certificate tasks via flows to renew expiring certificates, create incidents for already expired certificates, and prioritize certificate importance. This feature helps you proactively manage your certificates and avoid manually tracking large volume of certificates, and prevents costly outages due to expired certificates.
    Make sure the ITOM Visibility [com.snc.itom.vis.license] plugin, Discovery [com.snc.discovery] plugin, and Configuration Management for Scoped Apps (CMDB) [com.snc.cmdb.scoped] plugin are installed and activated and you have upgraded to the Orlando release. You can then download the Certificate Inventory and Management application from the ServiceNow Store. Certificate Inventory and Management allows Discovery to automatically scan for any IP-based certificates on specific ports through your existing Discovery schedules. You can also add individual URLs to a Discovery schedule.

    In Version 1.1.7 Certificate Inventory and Management, you can also scan for certificate authorities (CA) and import certificates from files.

    Loopback adapter filter
    Network loopback adapters on SNMP devices using probes or patterns can be discovered and added to the CMDB by enabling the Discovery property: glide.discovery.allow_loopback_adapters.
    Microsoft Just Enough Administration (JEA) for Discovery
    MID Servers now support Microsoft JEA authentication in order to run basic Discovery. Microsoft JEA enables role-based administration through PowerShell Remoting, which uses Windows Remote Management (WinRM) to manage communication and authentication. PowerShell Remoting is enabled by default on Windows Server 2012 R2 and Windows Server 2016.
    Performance Analytics Content Pack for Cloud Resources
    See the aggregated view of all Cloud resources on this dashboard for combined analytical views and visual summary as well as detail of all your Cloud resources. There are also new analytics tables and views that associate tags with resources so that you can build your own custom dashboards and reports. The Performance Analytics Content Pack for Cloud Resources works with Discovery and Cloud Provisioning and Governance and supports these Cloud providers: AWS, Azure, and VMware.
    Discovery properties

    Control several aspects of the horizontal discovery process through Discovery properties.

    • glide.discovery.certs.cert_admin_user_id: Holds the user ID of the user who will be referenced in the certificate task and incident, created via a Scheduled Job.
    • glide.discovery.certs.days_before_expiration_to_create_renewal_task: Number of days before certificate expiration that a renewal task should be created.
    • glide.discovery.certs.enable_incident_creation_for_expired_certificates: Enables the Scheduled Job to create the incidents for expired certificates.
    • glide.discovery.certs.enable_renewal_task_creation_for_discovered_certificates: Enables renewal task creation for all discovered certificates.
    • glide.discovery.allow_loopback_adapters: Allows network loopback adapters on SNMP devices to be discovered via probes and added to the CMDB.
    Shazzam probe parameter
    TLS_keepOriginalCertificate: Enable the certificate_file field in the cmdb_ci_certificate to be populated with the original certificate by using the TLS_keepOriginalCertificate parameter. This parameter is available for fine-tuning the Shazzam probe and is defined in the probe record only. If you want to enable the original certificate attachment for discovery, you need to manually add the TLS_keepOriginalCertificate probe parameter and set it to True. Note that this can increase your payload size.

    In Version 2 Certificate Inventory and Management, the TLS_keepOriginalCertificate probe parameter is already available.

    SNMPv3 context
    SNMPv3 with context data attributes is now supported.
    VMware enhancements for the ServiceNow® Software Asset Management (SAM) plugin
    Discover DRS affinity rule settings from VMware. These settings control the placement of virtual machines on hosts within the cluster by using affinity rules. You can discover three types of rules from VMware to support this capability:
    • VM-Host Affinity Rules [Virtual Machines to Hosts]
    • VM-VM Affinity Rules [Keep Virtual Machines Together]
    • VM Anti-Affinity Rules [Separate Virtual Machines]
    Discover devices and applications using the latest patterns
    Discover the following devices and applications by using the latest available patterns from the ServiceNow Store:
    • AWS generic inventory
    • Google Cloud Platform (enhancements: IaaS labels and events)
    • IBM Cloud (enhancements: IaaS labels)
    • IBM HACMP
    • IBM HMC
    • Oracle Database 12c
    • Red Hat OpenShift
    During installation or upgrade of ITOM Visibility to the Orlando 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 (com.sn_itom_pattern) plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.

    Dynamic Translation

    Dynamic translation in the activity stream on forms
    Translate comments and work notes in the activity stream on forms based on the preferred language of a user. This functionality is applicable in Now Platform® and ServiceNow® Service Portal.
    Domain separation in Dynamic Translation
    Ensure data privacy across domains when you support multiple customers in a single ServiceNow instance, if you're a Service Provider. You can restrict users of a specific domain to use translator configurations of that domain and the parent domains.

    Emergency Exposure Management

    Track possible exposure between employees
    If an employee self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected employee to identify others who might also be exposed.
    Fetch potentially exposed employee data from a data source
    Work on the diagnostic request task to get information about potentially impacted employees from a selected data source and populate the corresponding related lists on the Diagnostic Request form.
    Create or modify a diagnostic request task configuration
    Create or modify a diagnostic request task configuration to auto-create a diagnostic request task in a diagnostic request. Based on the selected data source type in the diagnostic request, the corresponding task configuration creates a diagnostic request task to identify potentially impacted employees.
    Set up a tracing system
    Set up a tracing system for your exposure data source to identify potentially exposed employees by running the diagnostic requests for an affected employee. Use the Location tracing system to find employees co-located with the affected employee, for example, on the same floor or building. Use the Outlook meetings tracing system to find employees who accepted the same meetings as the affected employee during the specified time period.
    Fetch data for potentially exposed employees from Cisco DNA Spaces or a Zebra MotionWorks proximity report
    Fetch potentially exposed employee information from the Cisco Wi-Fi access log data and populate the corresponding related lists on the Diagnostic Request form. Upload a spreadsheet containing the Zebra MotionWorks proximity data to fetch a list of potentially exposed employees and populate the corresponding related lists on the Diagnostic Request form.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Emergency Outreach

    Send notifications for daily health verification
    Use Emergency Outreach to notify employees to report their daily health status. Employees must have the Now® Mobile app installed on their phones to receive mobile push notifications. For more information, see Now Mobile app.
    Review daily health verification acknowledgements
    Review the list of acknowledgements from the daily health verification notification to see each employee's status. Resend the outreach notification to employees who did not respond.
    Automate responses with response scripts
    Use response scripts to automatically take actions based on employee responses to survey questions. Create or update records across any of the Emergency Response Management and Safe Workplace suite apps. Once you associate each response script with a survey, the script will run if the employee's answers match the response criteria.
    Add a Safe Workplace audience for Emergency Outreach
    Add a collection of users for Emergency Outreach notifications based on criteria such as location, department, and group and set conditions to filter the audience. To use the Safe Workplace audience feature, you must have the Employee Readiness Core plugin.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Create an Emergency Outreach notification channel
    Create a notification channel to send health status requests using your company's preferred communication method, such as Slack.
    Report your health status by email or mobile
    During a public health crisis, employees can also respond to employers through email or the ServiceNow® Now® Mobile app and let their employers know if they are safe and healthy.

    Emergency Response Operations

    Create an emergency incident
    Use an emergency incident to coordinate your response to an emergency. Designate which positions are needed at specific locations, and or create custom positions to match your situation if needed.
    Assign and track field resources for an emergency
    Assign, request, and track resources for specific dates and locations in the Incident Management Team portal. Resources can be assigned directly, or you can request resources from deputies. Deputies can also use the IMT portal to assign resources according to staffing needs and specific skills.

    Emergency Self Report

    Report and track health statuses during an emergency
    When an emergency occurs, employees can self-report their health status to their managers. Managers can track the health status of their employees and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all employees and sort the data for analysis and action.
    View self-reported employee HR tasks
    The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of employee reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the company.
    Import Crisis Task data
    As a crisis task administrator, upload a spreadsheet of self-reported health statuses to create crisis tasks in bulk.
    Mobile experience for Emergency Response Management
    Report your own health status with the Now® Mobile app. Managers can also use Now Mobile to view and edit the status of their direct reports and reassign tasks to working employees.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Health Screening

    Screen employees and visitors for entry to the workplace
    Use your smartphone, tablet, or computer to determine whether an employee is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the employee's temperature and whether the employee has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace.
    Add an Employee Readiness Surveys email notification for daily health verification.
    Monitor progress with the Employee Health Screen Overview dashboard
    Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace.
    Verify your health status and compliance
    Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace.
    Integrate Customer Service Management with Safe Workplace applications
    Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Readiness Core

    Track health and safety compliance with user records
    Automatically create a health and safety user record when an employee fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create user records for employees that do not have any activity towards completing requirements. Use these records to monitor the status of employee health and safety compliance.
    Create and activate health and safety requirements
    Use health and safety requirements to define the criteria that employees must meet before they can return to the workplace. Use pre-built Employee Readiness Core requirements or create additional requirements using data from any of the Safe Workplace or Emergency Response Management apps. If you no longer need employees to fulfill a requirement before returning to the workplace, you can deactivate the requirement.
    As a manager, view the health and safety status of your employees to check their progress on company requirements for returning to the workplace.
    Invite a visitor to the workplace
    Submit a visitor invitation to send an email to visitors with information about their upcoming visit. Before visitors can enter the workplace, they must respond to the email and agree to comply with the safety requirements and policies listed in the email.
    Verify employee readiness with Employee Health and Safety Status
    Pull data from across all Safe Workplace and Emergency Response Management applications into a single data point that shows if an employee is ready to return to the workplace. Create and activate requirements that employees must fulfill before they can return to the workplace. Track when an employee fulfills all active requirements and when they are ready to return to the workplace.
    Set up Employee Health and Safety Status properties to configure the email notifications that are sent to visitors.
    Add a Safe Workplace audience
    Add a collection of users for Emergency Outreach notifications. Target specific users based on criteria such as location, department, and group and filter the audience using the condition builder.
    View your return to workplace information on the My Safe Workplace page
    Provide users with a consolidated desktop Safe Workplace page where they can view their Safe Workplace status, complete tasks and to-dos, set up visits, request PPE, and more.
    Reqeuest and maintain privacy consent
    Create and manage privacy consent templates for your various privacy policies. Manage location-based privacy configurations and assign templates to various regions. Review the consent status to determine whether an employee has agreed, disagreed, withdrawn consent, or has not responded.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Readiness Surveys

    Add or modify notifications for Employee Readiness Surveys
    Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs.
    Create or customize Employee Readiness Surveys
    Review the default employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Employee Travel Safety

    Request permission to travel
    Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually.
    Approve or reject travel requests
    As a manager or designated travel approver, review and approve employee travel requests. When an employee submits a travel request, an email is sent to their manager and all members of the Travel Approvers group asking them to approve or reject the travel request. The email includes COVID-19 case data for the travel destination to help inform their decision.
    Before travel requests can be approved, you must set up user groups and roles for managers or travel approvers. For more information, see Set up travel approvers.
    Modify the travel approval flow
    Update the ready-to-use flow with your company's specific requirements. Deactivate the original flow and create a copy to make any desired changes to the new flow, and then activate it.
    Customize notification emails
    Modify the notification emails that are sent to employees, managers, travel approvers, and employee travel contacts to customize the notifications for your company.
    Use guided setup to implement Safe Workplace apps
    The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Enterprise Employee Experience Pack

    Keep your employees informed with the Return to Workplace campaign
    Use campaigns to deliver important messages and information to employees going through the return to workplace process. Target employees that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center.
    Prepare employees to return to the workplace with Return to workplace - lifecycle events
    Automate a collection of activities to help prepare for the return to work process for your employees and your workplace.
    Provide information to your employees with Return to workplace - Knowledge Management
    Use Knowledge Management to provide information to your employees during the return to workplace process. Enable your employees to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed.

    Event Management

    Operator Workspace
    The Operator Workspace is an enhanced interface that replaces the following legacy Event Management features:
    • Dashboard: Operator Workspace enables you to view the status of services in your Event Management instance and identify those services that are at risk of not functioning properly.

      Dashboard is still available for existing customers who have not yet upgraded to the Orlando release.

    • Alert console: Alerts are now monitored in the Operator Workspace interface. The alerts list refreshes automatically each time there is an update to an alert.
    CMDB Grouping Visualization

    View the connecting CIs for alerts in a CMDB group through the Dependency Views map to help understand why alerts have been grouped.

    Alert assignment

    Assign alerts through the Assigned to and Assignment group fields that have been added to the Workspace alert form.

    Assign multiple alerts to yourself easily by selecting multiple alerts on the alerts list in Workspace and clicking the Assign to me button.

    The Alert Assignment feature is enabled in both the desktop and mobile interfaces of Event Management.

    Alert grouping functionality
    Alert grouping provides the following functionality:
    • Secondary alerts remain open after a primary alert is closed.
    • The history of a secondary alert is retained after a primary alert is closed.
    • Avoiding creation of incidents for secondary alerts when an incident already exists for the primary alert and the alert management job runs before the alert grouping job is complete.
    Prevent binding to specific CI statuses

    To enable binding events to CIs with a specified status, such as Retired, override the default behavior by setting the evt_mgmt.ignore_retired_cis_in_binding property to false.

    To specify the CI statuses to be included in the evt_mgmt.ignore_retired_cis_in_binding property, add the relevant status numbers to the evt_mgmt.install_status_list_to_ignore_in_binding property.

    Updates to the SCOM connector instance

    The login_with_windows_authentication property enables the bi-directional exchange of event values to work with Windows authentication.

    Field Service Management

    Use Emergency Exposure Management for field service agents
    Identify field service agents and customers who might have come in contact with an affected agent. Run diagnostic reports based on the affected agent's work order history to identify possibly impacted contacts. Use compliance surveys to monitor agent compliance with the recommended safety protocol guidelines.
    Visualize data on the Field Service Safety dashboard
    Use the Field Service Safety dashboard to monitor the status of agents and whether they are complying with the safety protocols while performing tasks. Display global COVID-19 data with the COVID-19 Global Health Data Set and the FSM Covid19 map for the locations that are covered by agents, tasks, and assets of an individual field service manager.
    Field Service in CSM Agent Workspace

    Use Field Service in CSM Agent Workspace to create work orders from cases. You can automatically create tasks and part requirements for the required work when you use work order templates. You can also mark these work order tasks as ready for dispatch and inform customers of the status of the work orders.

    Task rejection reason
    Enable field service agents to provide a reason for rejecting tasks that were assigned to them. Dispatchers can view the task rejection history in the work order tasks.
    Central dispatch enhancements
    Provide dispatchers with greater flexibility and control over task scheduling with visibility into agent availability for selected date range and dispatch details.
    • Dispatchers can navigate to the desired date using the calendar picker to view central dispatch details.
    • Administrators can enable Filter by Date Range toggle switch and view the tasks and available agents for the selected date range.
    Default timezone for appointment booking
    When you book an appointment, you can select the time of day based on:
    • The Timezone field that is specified in the user contact record.
    • The location where the appointment for the task is scheduled.
    Dynamic scheduling enhancements
    Use the two new matching criteria to rank and schedule agents for tasks by using dynamic scheduling:
    • Use the Matching Agents With Most Parts For Dynamic Scheduling Rank matching criterion to rank the agents who have the parts for the work order tasks in their stockroom.
    • Use the Preferred technicians for a customer account matching criterion to rank which agents you prefer to work on customer accounts.
    Field Service Mobile enhancements
    • Recurring events on mobile calendar: Agents can view and create repeating events using the Field Service mobile application.
    • Inventory enhancements:
      • View your part drop-off and pick-up list: Agents can view the list of parts that they must drop off and the parts that they can pick up. When they pick up the parts, they can mark them as picked up.
      • Add defective parts to the drop-off list: Agents can create a drop-off list for the defective parts in their stockroom. They can generate transfer orders to move these items to the stockroom for drop off.
    Role integration with Customer Service Management

    Create cases and also view customer service data when you have the Customer Service plugin (com.sn_customerservice) installed with the Field Service application.

    Chat with Virtual Agent
    Chat with Virtual Agent to get information about your daily work schedule and update the work order tasks.
    Collaborate with customers through virtual conference
    Initiate Zoom meeting to virtually collaborate with customers to help them resolve their issues.
    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.

    Finance Close Automation

    Finance Workspace

    Manage your finance close work with an intuitive multi-tab interface.

    Finance Close dashboard

    Monitor multiple metrics as well as manage reporting and analytics to quickly track the health and progress of your finance close.

    Finance Operations Mobile application

    Access your Finance Close Automation data on your mobile device. You can also monitor the status of close tasks in real time, approve or reject close and follow-up tasks, and collaborate with stakeholders to address exceptions while on the go.

    FCA integration with the Oracle NetSuite ERP system

    Configure FCA to integrate with your Oracle NetSuite ERP system to automate posting of journal entries in real time.

    Workspace form view mapping to a Journal Entry (JE) header template
    Map a workspace form view to a JE header template. This form view displays the template's columns as fields in the Details tab of a journal entry in the Finance Workspace. The close admin can also create a new form view for JE header templates.
    Group assignment for a journal entry task

    Assign a journal entry close task to user groups so that any member of the assigned groups can work, review, or approve this task and its journal entries.

    These user groups, such as the Owner group, Reviewer group, and Approver group, are of type Finance Close and have finance close roles assigned to them.

    Mass approval and rejection of close tasks and journal entries

    Select multiple tasks or journal entries to approve or reject them in one go. During mass rejection, the same rejection reason applies to all the selected items.

    Mass editing of close tasks

    Edit multiple tasks in an accounting period that require similar edits in one go. Any changes you make during the mass editing apply to all the selected close tasks.

    Editing permission configuration for tasks

    As a finance close admin, configure permissions for editing tasks using the extension point.

    Import of journal entries from a CSV file

    Create journal entries for a journal entry task by importing from a CSV file.

    Default sheet name configuration for an Excel import file

    Configure the default sheet name that is used when uploading the Microsoft Excel file to create journal entries.

    Automatically resend journal entries for the reversal if there is a reversal failure
    In addition to the ability to repost the failed journal entries, the scheduled job Repost failed JE Documents also resends the request to reverse journal entries that didn't reverse successfully. The property sn_fcms.erp.repush.count determines the maximum number of times the system should retry to send the reversal request.
    Criticality setting of a close task

    Set the level of criticality of a close task to determine its urgency and importance in the close process for an accounting period.

    Completion method of a journal entry task

    Select the option to complete the task manually or automatically for close tasks using JE workflow.

    Multiple organizational calendars for close tasks

    Set up calendars you use in your organization and associate close tasks with these calendars. You can associate tasks with one or more calendars.

    Multiple open accounting periods

    You can kick start and work on close workbooks for multiple open accounting periods simultaneously.

    Tracking journal entry reversal changes

    Use the Reversed by field on a journal entry form to view the user who performed the reversal. If there is a reversal failure, this user gets the notification.

    Substate of a close task

    Track the progress of a close task using its substates. Each state of a task has been further categorized into one or more substates that enable you to review the task progress at a detailed level.

    Service Level Agreement (SLA) for tasks

    Create an SLA definition for close tasks and follow-up tasks to make sure that the tasks are closed within the defined time frame. Review the task SLA information in the Finance Close Dashboard using SLA reports.

    Property for retaining task owners when duplicating a close workbook

    Set the Retain task owner upon duplicate property (fca_retain_task_owner) to true so that if a task has both the Owner and Owner Group fields filled in, then the owner field value is copied over to the new close workbook when you duplicate a close workbook for the next accounting period.

    Property to set the execution mode for the task state roll-up business rule

    Improve performance by specifying the number of tasks in the sn_fcms.sync.rollup.business.rule.limit property. When the number of tasks is less than that specified in the property, the business rule to roll up the task state runs in synchronous mode.

    Quick start tests for Finance Close Automation

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Finance Close Automation still works. If you customized Finance Close Automation, copy the quick start tests and configure them for your customizations.

    Flow Designer

    Cancel a flow, subflow, or action from a script
    Use the cancel() method in the FlowAPI class to cancel a paused or running flow, subflow, or action.
    Create a flow with an SLA Task trigger
    Configure your Service Level Agreement (SLA) definition to run a flow as the action plan.
    Design an action with dynamic outputs
    Access action and subflow outputs as dynamically generated data pills during flow design. You can also build data gathering actions to generate complex objects from Now Platform and IntegrationHub outputs.
    Create a natural language title
    Create a flow, subflow, or action title with styled and dynamic text.
    Manage files and directories with an SFTP step
    Create a reusable action to manage files and directories on a Secure File Transform Protocol (SFTP) server and to move files from one SFTP server to another.
    Manage SLA Percentage Timer actions
    Identify when a task SLA record reaches a specific percentage value and perform other actions or flow logic that is based on the SLA percentage. For example, send a notification when an SLA percentage timer completes.
    Run a flow or subflow dynamically
    Identify and run a flow or subflow dynamically using runtime data. Build templates to provide expected inputs for dynamically called flows or subflows.
    Test a flow by changing field values
    Test flows that are triggered by record updates. Enter one or more field value changes by providing the field name, the previous field value, and the current field value for each field that you want to update. Use the Changed Fields data pill to add or view changed field values by the field name, the previous field value, and the current field value.
    Transform data pill values with transform functions
    Transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML.
    Trigger a flow every time a record updates
    Trigger a flow every time a record updates, regardless of whether there has already been or there currently are any running contexts for the flow.

    Governance, Risk, and Compliance

    Cybersecurity Controls Accelerator
    Version 11.0.3: Easily enhance your overall security preparedness and cyber-defense posture using the Cybersecurity Controls Accelerator. The accelerator contains the CIS Controls authority document, associated citations, and control objectives. When used with the Technology Controls Monitoring Accelerator, you can take advantage of pre-defined indicator templates mapped to the CIS Controls for automated control validation and continuous monitoring.
    GRC Business User role
    GRC: Profiles Version 11.0.3: To improve the internal security of the product, a dedicated GRC Business User role was created for users who require access only to GRC applications in the context of performing tasks assigned to them. Users with the GRC Business User role are provided limited access to data and to information relevant to the tasks assigned to them.
    Technology Controls Monitoring Accelerator
    Version 11.0.1: Monitor your technology controls, such as CIS controls using pre-defined manual and automated indicators.
    Advanced Governance, Risk, and Compliance Application Risk dashboard
    Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects around the business applications that you use in your enterprise. The dashboard, available from ServiceNow® Audit Management, Policy and Compliance Management, and Risk Management, highlights the compliance impact and risk posture of your applications, the current state of remediation and exception activities, and audit activity.
    Predict issue owner using GRC Predictive Intelligence
    Version 10.1: Activate the GRC Predictive Intelligence plugin (com.sn_grc_pred_intel) to automatically route issues to the correct assignee. Use this plugin to save time when identifying an issue owner. The identification is based on historical data analysis and artificial learning.
    Operational Risk Management Dashboard
    Version 10.1: View the complete risk posture for an enterprise using the Operational Risk Management dashboard. This dashboard enables an entity owner to view the complete risk posture in a single, consolidated report. This dashboard enables you to analyze the risk posture efficiently and take the necessary corrective actions to preemptively manage risk. This dashboard generates real-time risk reports and also shows the past performance data and future forecast. Risk administrators can personalize this dashboard by adding and removing the necessary widgets, changing the colors, and so on.
    Report issues from the Service Portal
    Version 10.1: Directly report issues from the simplified ServiceNow®Service Portal to save time for users who want to report an issue.
    GDPR DPIA Use Case Accelerator

    Version 9.0: Perform preliminary and General Data Protection Regulation (GDPR) data protection impact assessments (DPIA) to protect the personal data of individuals within and outside of the EU.

    Virtual Agent support for risk events

    Version 9.0: Set up the GRC ServiceNow® Virtual Agent application to report risk events from the ServiceNow® Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRCVirtual Agent chatbot also assists customers by saving their time.

    Virtual Agent support for policy exceptions

    Version 9.0: Set up the GRC Virtual Agent application to request policy exceptions from the Service Portal. A GRC Virtual Agent chatbot helps customers quickly request an exception. The GRC Virtual Agent chatbot also assists customers by saving their time and enhancing the customer experience.

    SIG 2019 Support

    Version 9.0: Download the 2019 version of the SIG Questionnaire from the ServiceNow Store.

    SIG 2020 Support

    Version 10.0: Download the 2020 version of the SIG Questionnaire from the ServiceNow Store.

    Guided Tour Designer

    Skippable step

    Select the Skippable check box to lets users skip the step in case the tour fails at that step. Users can continue the tour after skipping the step.

    Unique tour ID

    View the unique tour ID in the tour table and the form. The unique tour ID is auto-generated when users create a tour.

    HR Service Delivery

    Case and Knowledge Management
    Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
    Integrate with Adobe Sign
    Integrate with Adobe Sign so that users can sign electronic documents through the Adobe Sign service. This integration uses the Adobe Sign spoke in IntegrationHub, and supports the use of both HR document templates and Adobe Sign templates.
    Auto-determine the HR service for a case
    Auto-determine the HR service for a case and enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.
    Auto-train the predictive model for email case categorization
    Enable auto-training of the email case categorization solution. Prior to this release, you had to manually train the solution definition, HR Case Categorization, to train the predictive model for email case categorization. Beginning with this release, the solution definition is auto-trained by default on installation of ServiceNow Predictive Intelligence and HR Service Delivery.
    Use knowledge blocks in article templates
    • Add or remove knowledge blocks in more than one HTML field of any article template including custom templates. Prior to the Orlando release, you could add a knowledge block only in the standard article template.
    • Preview an article that uses an article template with multiple HTML fields based on the version date and user.
    • Define how many search results are displayed when a knowledge author searches for a knowledge block while authoring an article.
    Configure HR Service Delivery Center of Excellence (COE) security policies
    Use COE ACL Configuration to allow specific groups read or write access to HR cases under a specific COE. For example, you might not want the Talent Management group to be able to view cases created by the Benefits group.
    Employee Service Center
    Provides a single, unified portal for employees to get all the information, services, and help that they need.
    Add or modify notification content
    Use the Short Message Service (SMS) content type for notifications in Content Delivery and Content Automation.
    Analyze your campaign for effectiveness
    Analyze a campaign once it becomes active to ensure that your messaging is relevant, fresh, engaging, and targets the correct audience. You can also set up a schedule to re-evaluate the audience for a campaign.
    Create campaign success goals
    Evaluate campaign progress by comparing it to a baseline using Campaign Success Goals.
    Content Automation (campaigns) dashboard
    View and understand the effectiveness of your campaign and trends, and whether the campaign success goals are on target. Use this information to help determine whether you need to refresh your content.
    Add or modify mobile content for Content Delivery
    Create announcement and link banners for content using Mobile Content on the Mobile Onboarding app and Now Mobile app on an employee's mobile device.
    Enterprise Onboarding and Transitions
    Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
    Okta integration for new hire onboarding
    Provision relevant applications for new hires automatically as part of the onboarding process by integrating with the Okta service. This integration uses the Okta spoke in IntegrationHub, as well as the new Business Roles plugin. It is configured to work with the lifecycle event for new hire onboarding that is included as demo data with the Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.
    CIC Plus integration for new hire onboarding
    Enable US-based new hires to provide relevant tax information as part of the onboarding process by integrating with the CIC Plus service.
    Lifecycle event properties page
    Enables you to set the duration of the activity set closure time in hours.
    Show or hide an activity set to the employee
    Show or hide an activity set to the opened for or subject person of the lifecycle event case by using the Display to opened for and Display to subject person options. These options enable you to show only the relevant activity sets to your employees.
    Display an employee-facing title for an activity set
    Display an employee-facing title for an activity set by using the Display title field. The display title enables you to emphasize the experience you are creating for your employees. For example, an employee-facing title for the preboarding activity set could be “Get ready for day one.”
    Ignore an empty date field when triggering an activity set
    For an activity set that is triggered by a date field, you can choose to ignore an empty date field. If the Ignore empty date option is selected, the activity set will not trigger when the date field is empty.
    Trigger an activity set based on specified conditions or a combination of triggers
    Define when an activity set triggers based on specified conditions or a combination of triggers (date, other activity sets, and conditions) by using the new trigger types called condition and combination.
    Order activities within an activity set
    Manage the dependencies of lifecycle event activities within an activity set with the new activity type called activity container. You can use activity containers to order activities in parallel or sequence as well as to configure multiple activity containers within an activity set.
    Deliver content to employees through a lifecycle event
    Deliver relevant and tailored content to employees with the new activity type called content. For example, you can push company-related information or a first day at work banner to new hires as part of their onboarding.
    Map custom text to a lifecycle event activity
    Map custom text to a target field or variable in an employee or fulfiller activity by using the Custom text option. The custom text can be static or include variables that are pulled from the source table. For example, you can pass a string for a short description of an IT request.
    Resume a lifecycle event case
    Enable HR agents to resume a lifecycle event case after a workflow error or timeout.
    Show upcoming to-dos to employees
    Shows upcoming to-do tasks in both the portal and mobile apps so that employees know which tasks they need to complete in the future.
    Employee Document Management
    • Define a security policy for access to employee documents by using the Payroll country and Effective date fields. When you upload the document or move the case attachments to an employee file, the value in the Payroll country field is automatically entered from the user profile of the employee, and the value in the Effective date field is automatically entered from the creation date of the employee document.
    • Configure a security policy by defining conditions on the Effective date, Employee, HR case, HR profile and Payroll country fields. Apply the security policy only to documents that match the configured conditions.
    • Associate multiple security policies to a document type. In previous releases, you could associate only one security policy with a document type using the Security Policy field. Beginning with this release, you can associate multiple security policies with a document type using the Security policies related list. You can define the order in which the security policies must be evaluated on a document type. You can also deactivate a security policy if you do not want the policy to be evaluated on a document type.
    • Read and write a document only if you fulfill the read or write configuration requirement of at least one security policy associated with the document type.
    • Purge a document only if you fulfill the purge authorization configuration requirement of at least one security policy associated with the document type.
    • Receive a purge notification only if you fulfill the purge authorization or notification configuration requirement of at least one security policy that is associated with the document type.
    Quick start tests for HR Service Delivery
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that HR Service Delivery still works. If you customized HR Service Delivery, copy the quick start tests and configure them for your configurations.
    Dynamic translation of text into different languages
    Translate any text based on the language of the user working on the form by using the Dynamic Translation feature. As an HR Agent, you can translate the text in work notes and comments in HR cases and tasks. As a case requester, you can translate the text in work notes and comments in Employee Service Center. In order to access the Dynamic Translation feature, you must activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin and Dynamic Translation (com.glide.dynamic_translation) plugin.
    Use pre-chat surveys

    Use the New Hire Pre Chat and ESC Pre Chat preconfigured surveys that support Advanced Work Assignment. These surveys are driven by user criteria and control the topics that appear in the pre-chat conversation in Employee Service Center.

    Note: Some scenarios are not supported in the initial integration, specifically when an employee is rehired or moves from contingent to full time status.

    Health and Safety Testing

    Request a COVID-19 diagnostic test
    Provide the ability for employees to request a COVID-19 diagnostic test if they have been potentially exposed, are having symptoms, or want testing for another reason.
    Report your COVID-19 diagnostic test result
    Enable employees to report COVID-19 diagnostic test results so they can provide the company with an update on their health status.
    Add COVID-19 test providers
    Create a list of COVID-19 diagnostic test providers that your company uses to schedule testing for employees.
    Customize the notification for potentially exposed individuals
    Modify the notification email that is sent to potentially exposed individuals to customize the notification for your company.
    Set up health test privacy
    Set up a privacy consent process for employees who are providing health and safety testing data to your company. After employees agree to a testing privacy consent, they can request or report diagnostic data.

    ITOM Health

    Event Management
    Event Management helps you to identify health issues across the organization's IT infrastructure on a single management console. It provides alert aggregation for discovered services, application services, and automated alert groups. For information on new and changed features, refer to the Event Management release notes.
    Operational Intelligence
    Operational Intelligence provides the ability to capture and then explore and analyze operational metrics data, identifying and indicating anomalies. Operational Intelligence generates anomaly alerts that can be promoted to IT alerts and appear on the service health dashboard. You can leverage this analysis to prevent potential service outages. Other than several stability improvements, there are no changes to Operational Intelligence in the Orlando release.

    ITOM Visibility

    Discovery
    Use Discovery to find applications and devices on your network, and then update the CMDB with the information that it finds. For more information on new and changed features, see Discovery release notes.
    Service Mapping

    Use the Service Mapping application to discover all application services in your organization. Service Mapping builds a comprehensive map of all devices, applications, and configuration profiles used in the discovered application services.

    Service Mapping maps dependencies, based on a connection between devices and applications. This method is referred to as top-down mapping. The top-down mapping helps you immediately see the impact of a problematic object on the rest of the application service operation. For more information on new and changed features, see Service Mapping release notes.

    Discover devices and applications using the latest patterns
    Discover the following devices and applications by using the latest available patterns from the ServiceNow Store:
    • AWS generic inventory
    • Google Cloud Platform (enhancements: IaaS labels and events)
    • IBM Cloud (enhancements: IaaS labels)
    • IBM HACMP
    • IBM HMC
    • Oracle Database 12c
    • Red Hat OpenShift
    During installation or upgrade of ITOM Visibility to the Orlando 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 (com.sn_itom_pattern) plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.

    ITSM Agent Workspace

    Knowledge article from incident

    Create a knowledge article from an Incident using the advanced knowledge management functionality. The feature is available when you activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge).

    Note a knowledge gap from an incident

    Create a knowledge gap record when you do not find any appropriate resolution documented for an Incident. The knowledge gap record helps the team to identify the issue and create an appropriate knowledge article for the Incident.

    Create a similar incident for a different caller

    Create a copy of an Incident from an existing Incident so you can easily create a similar Incident for a different caller.

    Additional options on the Problem form

    Create a change record, an outage record, or a problem task from a Problem form.

    View Interactions associated with an Incident

    The number of Interactions helps determine the urgency and priority of the Incident. View Interactions associated with an Incident under the Interactions related list.

    Agent Assist available on the Problem and Problem task form

    Search for additional information relevant to a Problem record by using Agent Assist. Prior to this release, Agent Assist was available only on the Incident form. For more details, watch the video available at ITSM Agent Workspace – Problem.

    New search categories on Incident Agent Assist

    Narrow your search results by using two new search categories in Agent Assist: Outages and Open Outages. These categories help you to find outages whose information matches the text that you enter in the Short Description field.

    Track Interaction Management time

    Track the amount of time an agent spends working on an Interaction Management. You can then find the average time an agent spends for closing Interactions.

    Create a Problem from an Interaction Management

    Create a problem record directly from an Interaction to investigate the cause of an issue without going through the Incident management flow. By default, this option is disabled. To enable the option, select the problem property Allow Problem creation from Interaction (glide.problem.interaction.allow_create).

    Create a Standard change from an Interaction Management

    Create a standard change record from the Interaction form to implement a pre-approved change.

    Track Continual Improvement Management fixes from a problem record
    Create an improvement initiative from a problem to track and manage tasks for improving a service or process, or tasks related to the problem.
    Related lists on the Interactions form

    User’s Calls: The User’s Calls related list displays historical calls between a requester and Service Desk agents. This feature is available to the users who has the Service Desk Call plugin (com.snc.service_desk_call) already activated. The customer name in the Opened for field in Interaction is matched with the Caller field in Service Desk calls and records are retrieved based on the number of days mentioned in the interaction property Number of days (integer) for which past user call records are retrieved. The default value is seven (7). A setting of zero (0) disables this feature. (glide.new_call.interaction.records_age).

    User's Task: When a requester contacts an agent through chat, phone call, request, or walk-in, the User’s Task related list shows the agent all of the other tasks (incident, problem, change request, request, and so on) that have been created for the requester. For example, if a requester calls about the status of a request that was made the previous day, the User’s Task related list shows the request. Workspace includes the other tasks in the User’s Task related list when the value for the Opened for field in the interaction record matches the:
    • Caller field in an incident record
    • Opened by field in a problem record
    • Requested by field in a change record
    • Requested for field in a Service Catalog record
    Enhanced ITSM Agent Workspace for Change Management
    Use the new ITSM Agent Workspace for Change Management for easier initiation of change requests.

    ITSM Virtual Agent

    Improved ITSM Virtual Agent support with reusable topic blocks
    Create and reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search. ITSM Virtual Agent provides the following predefined, reusable topic blocks:
    • Contextual Search
    • Request Catalog Item
    • Search Catalog Item
    • Transfer to Live Agent
    • Create Incident
    • Survey
    ITSM Virtual Agent topic re-factoring for reduced maintenance
    Reduce the amount of time spent configuring and maintaining your existing ITSM Virtual Agent conversations with re-usable topic blocks. ITSM Virtual Agent provides the following re-factored, reusable topic blocks for existing topic conversations:
    • Search Knowledge Base topic: Re-factored to use the reusable Contextual Search topic block.
    • Open IT Ticket: Re-factored to use the reusable Create Incident topic block.
    • Provide Virtual Agent Feedback: Re-factored to use the reusable Survey topic block.
    Survey topics for live IT agents
    Automatically route incoming conversations to the correct live-IT agent group by automating pre-chat data collection through a pre-chat survey to users. ITSM Virtual Agent can then route the conversation to the appropriate live IT agent.
    Deliver a survey through ITSM Virtual Agent for both pre- and post-chat experiences.
    Use the Pre Chat survey and Post Chat survey topics before starting or prior to completing an ITSM Virtual Agent conversation. Present surveys for data collection or to gather feedback on the experience.
    Topic management enhancements
    The Topics page in Virtual Agent Designer features a new sort tab called Topic Blocks for viewing just the reusable topic functions.

    Import and Export

    REST (IntegrationHub) type data source
    Import data into the ServiceNow® Import Sets table using the REST type data source through the IntegrationHub. You can specify pagination to reduce processing overhead.
    Custom (Load by Script) type data source
    Write a custom script to obtain data (using REST requests, for example) and load the data into the Import Sets table. To help you build the script, the auto-complete function presents a menu of valid choices for each script entry.
    Robust Import Set Transformers
    Use robust import set transformers instead of transform maps if you want to extract, transform, and load data to one or more target tables. Use ETL definitions to map source table columns to target table columns and to define operations and processing instructions.
    Custom (Parse by Script) format
    Write the script used to parse a single line of input for the File type data source and the REST (IntegrationHub) type data source.
    CSV line parser
    Added a scope-friendly scriptable API to parse CSV formatted lines into a map or an array.
    Scoped scriptable Import Set APIs
    Added a scoped, scriptable API to create Import Set Tables (sn_impex.GlideImportSetTable) and a scoped scriptable API to create Transform Maps (sn_impex.GlideImportSetTransformMap). Existing scriptable APIs GlideImportSetRun, GlideImportSetTransformer, GlideTransformLog, and GlideImportLog now support scoped applications.

    Incident Management

    Agent Affinity for Incident Management

    Route incidents to agents based on historical affinity with the affinity rule Incident affinity based on Caller for the Incident service channel.

    Quick start tests for Incident Management

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Incident Management still works. If you customized Incident Management, copy the provided quick start tests and configure them for your customizations.

    Quick start tests for Major Incident Management

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Major Incident Management still works. If you customized Major Incident Management, copy the provided quick start tests and configure them for your customizations.

    Instance Data Replication (IDR)

    Monitor activity on the IDR dashboard

    View active producer and consumer replication sets, scheduled jobs, and producer or consumer seeding requests on the IDR dashboard.

    Streamline moving an IDR configuration from a sub-production environment to a production environment

    Package a replication set configuration from a producer or consumer instance to another instance and then deploy through an update set. For example, you might need to copy a configuration from a test to production environment.

    Test Connectivity between producer and consumer replication sets

    Test the connection between your producer and consumer replication sets to ensure that the connection is set up properly.

    IntegrationHub

    Client Software Distribution using IntegrationHub

    Distribute software from the service catalog using third-party management systems. Client Software Distribution uses IntegrationHub flows and subflows to automatically deploy and revoke software. Modify the base system flows and subflows as needed.

    Data Stream action support in FlowAPI

    Use the executeDataStreamAction() method in the FlowAPI class to run a Data Stream action synchronously from a server-side script and return a ScriptableDataStream object. Use the ScriptableDataStream class to iterate through items in the data stream.

    Data Stream action pagination templates

    Apply common configurations to interact with APIs that send results in multiple pages. For example, apply the Limit / Offset template to specify the number of items you want returned per page (limit), and the starting number for the first item (offset). After applying a template, update the values to ensure that the configuration complies with the API's requirements.

    Dynamic outputs

    Access action and subflow outputs as dynamically generated data pills during flow design. You can also build data gathering actions to generate complex objects from Now Platform and IntegrationHub outputs.

    IntegrationHub usage and subscription

    View feature usage over time and access information about the usage of a specific feature or scope.

    IntegrationHub spokes on the ServiceNow Store

    Check the ServiceNow Store for IntegrationHub spokes released on an ongoing basis.

    MID Server support for Data Stream actions

    Get data through a ServiceNow® MID Server when running a Data Stream action.

    Password reset Usage Overview dashboard

    View the count of password reset transactions performed using IntegrationHub.

    REST support in import sets

    Import data to your instance using a guided IntegrationHub REST step.

    Spoke configuration templates

    Enable users with the admin and flow_designer roles to set up spoke integrations with third-party systems using a single, customizable form.

    Test a Data Stream action

    Test your Data Stream action to ensure that it works the way you expect before you add it to a flow.

    Transform functions

    Transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML.

    Investment Funding

    Generic investments
    Create generic investments to keep aside some of your available funds for an initiative by associating it to the generic investment entity.
    Requesting funds
    • Use the Add New Source button to request funds from investments rather than the Request from New Source link in the Request Funds grid.
    • View fund request details for an investment directly from the Request Funds grid using the View Details option.
    • Modify your fund request in the Requested state by recalling it first using the Withdraw option on the Request Funds grid.
    Allocating funds
    • Use the new Add button to allocate funds to investments rather than the Create new and Add existing links in the Allocate Funds grid. Those links have been removed.
    • View fund requests and manage fund allocations using the New Request and Modify Request columns.
    • Filter investments in the Requested or Planning state to show only specific records on the grid.
    • Plan your fund allocations before confirming them so you can balance your allocation of funds.
    • Plan or allocate funds for multiple requests together by selecting them in the grid.
    Quick start tests for Investment Funding

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Investment Funding still works. If you customized Investment Funding, copy the quick start tests and configure them for your customizations.

    Knowledge Management

    Knowledge Management in Agent Workspace
    • Authoring experience: Create, edit, and publish knowledge articles in Agent Workspace. You can use an article template to create a knowledge article, use Agent Assist to eliminate duplicate knowledge articles and research for article content, and map related articles and related catalog items to a knowledge article.
    • Support for article templates: Ensure consistent structure for knowledge articles within your knowledge base using predefined and custom article templates. You can now create articles in any article template in Agent Workspace.
    • Compare knowledge article versions: Compare and track changes between two versions of a knowledge article.
    • Resize the contextual side panel for Agent Assist to see an article preview that enables you to quickly decide whether to attach or flag a knowledge article without the need to open the article in full view.
    • Improved knowledge article view: Optimize knowledge article interactions on the knowledge article view page by providing feedback, copying a link to a knowledge article, or flagging a knowledge article.
    • Feedback management: Create and resolve actionable feedback tasks from Agent Workspace. If negative feedback is given on a knowledge article, you can choose to have the system automatically create a feedback task and assign it to the owner of the knowledge article.
    • Support for translation management: Request a translation of knowledge articles and address translation tasks assigned to you. You can create translation tasks, translate published knowledge articles either manually or through machine-based translation, and compare original and translated content.
    Knowledge demand insights
    Improve the effectiveness of self-service and customer service cases or incident resolutions by identifying which topics are missing knowledge articles and creating actionable knowledge gaps for missing topics. See Demand Insights for Cases dashboard and Demand Insights for Incidents dashboard.
    Use knowledge blocks in article templates
    • Add or remove knowledge blocks in more than one HTML field of any article template including custom templates. Prior to the Orlando release, you could add a knowledge block only in the standard article template.
    • Preview an article that uses an article template with multiple HTML fields based on the version date and user.
    • Define how many search results are displayed when a knowledge author searches for a knowledge block while authoring an article.
    Scoped knowledge bases
    Set up knowledge bases for an application with application administration enabled to secure knowledge articles from system administrators and knowledge administrators who are not explicitly authorized through user criteria. Users with the admin role of the application and the knowledge_admin role have access to administer a scoped knowledge base.
    Publish knowledge articles at a scheduled date and time
    Schedule the publication of knowledge articles through the scheduled publish functionality.
    Actionable feedback on flagging a knowledge article
    Enable actionable feedback when a knowledge article is flagged to close the feedback loop for internal users.
    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.

    MID Server

    MID Server parameters

    Use MID Server parameters to configure the behavior of individual MID Servers.

    • mid.instance.skip_basic_auth: Allows the MID Server to connect to an instance using cookies instead of basic authentication credentials.
    • mid.powershell.jea.append_username: Specifies whether user name of the current user will be appended to the JEA endpoint.
    • mid.powershell.jea.endpoint: JEA configuration name (endpoint) on remote servers that the MID Server will connect to.
    • mid.shazzam.threads: Specifies the number of concurrent threads that Shazzam uses to optimize Shazzam probe performance.
    • mid.shazzam.max_scanners_per_thread: Specifies the number of concurrent scanners processed by each Shazzam thread to optimize Shazzam probe performance.
    • mid.windows_host.file_permissions.enforce: Enables the MID Server to use Windows file permissions enforcement to improve security.
    • mid.windows_host.file_permissions.allow_list: Sets a white list for Windows file permissions enforcement to improve security.
    • mid.sa.discovery.pattern_string_attributes.deduplicate: Reduces memory consumption for pattern execution context attributes by eliminating duplicate strings.
    MID Server properties

    Use MID Server properties to configure the behavior of all MID Servers.

    • mid.security.validation.endpoints: Enables enforcement of strict verification security checks.
    • mid.probe.collect_debug_info: An optional property to collect debug information and put it in the payload of ECC input messages.
    System properties

    glide.discovery.log_debug_info: An optional property to populate debug information in the Discovery log.

    Mandatory validation

    Any communication between ServiceNow and the MID Server is in line with industry standards and provides mandatory validation checks. This functionality uses the MID Server property: mid.security.validation.endpoints. The default value is *.servicenow.com so all requests that initiate at the MID Server going to any ServiceNow domains and sub-domains will automatically go through validation checks for the certificates. You can also enter a comma-separated list of other endpoints that you want to enforce with these same checks.

    Microsoft Just Enough Administration (JEA) for Discovery

    MID Servers now support Microsoft JEA authentication in order to run basic Discovery. Microsoft JEA enables role-based administration through PowerShell Remoting, which uses Windows Remote Management (WinRM) to manage communication and authentication. PowerShell Remoting is enabled by default on Windows Server 2012 R2 and Windows Server 2016.

    Map Pages

    Advanced map pages

    Create Map Pages with lists and forms for codeless configuration, in addition to classic, scripted Map Pages. By selecting the Use advanced configuration check box, the script hides and embedded records are displayed. These records enable you to configure and select map filters, map data items, and map marker icons. Advanced map pages can function along with scripting, and upgrade easily with future releases. Advanced map pages do not support mobile.

    Map data items

    Define map data items through lists and forms.

    Map filters
    • Define map filters with lists and forms.
    • Refine filters on a Map Pages by clicking Filter. Refining filters maintains the form in the Map Pages window.
    Map markers
    • Configure map markers with lists and forms.
    • Configure map markers to show different marker icons for the same data collection.
    • Define map marker click behavior with lists and forms.

    MetricBase

    Model enhancements

    Use the modeling framework to choose a model type to represent your data. An anomaly score helps to understand which model type works best.

    Support for double data type

    Use the double data type with metrics so that values are stored and retrieved with up to 16 digits of precision (instead of only 7 digits for floats). Replication should also preserve precision. The Data Type field allows you to choose float or double when creating a metric.

    Support for multiple groupBy fields

    Select multiple groupBy fields on a transform request to allow for more complex queries. This is only available using Javascript.

    Mobile platform

    Create a contextual link to virtual agent
    Use a contextual link to pass relevant information to virtual agent about the current request. For example, when a user requests help from a virtual agent from an incident form, this contextual link could provide information from that incident to virtual agent. This information can help to better support the user or direct a user to the best support flow.
    Configure an embedded list for a form applet
    Use embedded lists to display lists of related information in an easily accessible form segment rather than having your users navigate away to a related list. For example, you can include an embedded list for the Task SLA table, showing the Task SLA records associated with the incident record shown on the form.
    Hide empty UI Sections
    To hide a UI section when there is no content to display, administrators can use the Hide when empty field on UI Section forms.
    Mobile application management integration
    Use Microsoft Intune or Blackberry Dynamics to secure and protect sensitive information in mobile applications, even in cases where customers use their own mobile devices.
    Mobile branding
    Use themes and custom branding to give your customers and employees mobile applications with your unique company identity.
    • Customize mobile apps with your unique company identity by requesting branded versions of ServiceNow apps.
    • Use mobile themes to change the color scheme of your mobile applications. The colors for elements such as headers, links, buttons, and icons can be controlled using themes.
    Configure an input for multiple scans
    Enable your users to scan several barcodes sequentially. Users can scan barcodes without leaving the scanning interface when you configure a grouped input. You can configure grouped inputs on buttons to accept multiple barcode scans.
    Navigation to applet launcher

    Ability to launch an applet launcher from any screen within an application. The applet launcher was previously accessed only in the first screen of a tab.

    Dashboards for mobile

    Use a mobile dashboard to display data in graphical format. Adding reports and Performance Analytics widgets helps users more easily identify trends and turning points through indicator scores and visual representation.

    The following visualizations are supported for the Orlando release:
    • Performance Analytics widget on single score. Relevant for reporting on KPIs and metrics.
    • Reporting on score (single score) and time series charts (area, line, spline, step line) to show the current state of instance data.
    Mobile Device Management (MDM) configuration for authentication page browser

    Administrators can define different default browsers to open a mobile application’s authentication page. This option enables you to use either the devices' in-app browser and/or external browsers.

    Mobile photo search
    Configure photo search to give your users the ability to perform image-based searches using the objects around them.
    Mobile analytics
    Monitor key performance indicators for users who access your instance through ServiceNow mobile applications. You can use an interactive analytics dashboard to generate custom reports on KPIs such as the percentage of users who close tasks through the app and the length of time it takes them. You can also break down data by criteria like operating system and geographic location.

    Natural Language Understanding

    Clone an NLU model

    Copy an existing NLU model to use its clone as an iterative testbed for creating, importing, and comparing alternate NLU components, predictions, and confidence threshold scores between the clone and the original model.

    Create a system-derived entity

    Create a custom entity that's derived from a default system entity such as date, time, duration, or location.

    Promote an entity to NLU model availability
    Share an entity across all of a model's intents by marking it as available at the NLU model level.
    Import common entities
    Use predefined pattern entities that don't require utterance examples or annotation. These common entities are reusable across all NLU models in your instance.
    Reviewing the NLU Performance dashboard
    Gain reporting insights into your NLU usage metrics by monitoring the NLU Performance dashboard's details and confidence scores for correct, skipped, and incorrect predictions over the last 30 days.

    Notifications

    Email test steps

    Use Automated Test Framework (ATF) to test email notifications, outbound email flows, and inbound email responses.

    Protection against virus-infected email attachments

    The system now prevents users from sending or receiving virus-infected files via email. This feature is controlled by the glide.email.inbound.check_attachment_availability, glide.email.outbound.check_attachment_availability, and glide.email.email_client.check_attachment_availability system properties, which are enabled by default.

    Virtual Agent notifications
    Send notifications directly to users in Slack and Microsoft Teams via the Virtual Agent chatbot.

    Now Support

    Case management
    Create a case or move cases along at your convenience so that you can resolve issues faster and return to the work that is important to you.
    Knowledge
    Search the customer knowledge bases to troubleshoot issues or to learn how to help your business grow. By accessing the ServiceNow customer knowledge bases, you can find the content that you need to help solve your issue.
    Tracking the status of a request
    Track changes as they occur or use Service Catalog to submit common requests for your instances. Have the confidence that your upgrade is on schedule or that you can manage your instance from anywhere. This knowledge enables you to know that your ServiceNow instance is running smoothly.
    Notifications and notification preference
    Keep apprised of all updates to your cases or the status of your changes regardless of your location. Meet with your developers knowing that you have the latest information on a workaround, or that you can easily look up and communicate the status of a fix to your management.
    Feedback
    Provide feedback on your experience or propose enhancements to the product to improve the overall experience for Now Support.

    On-Call Scheduling

    Quick start tests for On-call scheduling

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that On-Call Scheduling still works. If you customized On-Call Scheduling, copy the quick start tests and configure them for your customizations.

    Operational Resilience

    Operational resilience dashboard
    Continue to provide business services in the face of adverse operational events, such as fire, pandemic, weather, hacking, and so forth. By anticipating, preventing, recovering from, and adapting to these events, the dashboard provides a clear understanding of your company's operational resilience.
    Customizable pillars and entity types
    Use the five pillars and six entity types included in the base system to define and organize the data displayed on the Operational Resilience dashboard. You can also customize them or create new pillars or entity types to tailor the dashboard for your organization.
    Business-specific risk scenarios
    Define scenarios that represent potential risks that may affect your business, and use them to stress test the resilience of your critical services.

    Performance Analytics

    Personalized visuals
    Configure visuals with dynamic elements to show information that applies only to the person looking at the visual on a dashboard or Workspace canvas.
    More visualizations for ServiceNow® workspaces
    ServiceNow® Performance Analytics and Reporting tools deliver more visualization types for use in workspaces such as ServiceNow® Agent Workspace. You can integrate bar, donut, pie, time series, and single score visualizations in user workspaces to tell your actionable data story. For more information, see Performance Analytics and Reporting visualizations available in ServiceNow workspaces.

    Platform Security

    Monitor antivirus metrics

    Monitor the antivirus metrics to track activities that are related to the antivirus scanning of attachments in your instance. You can view the metrics for the last 60 days of activity to assess how effective the Antivirus Scanning function is against virus infections.

    Manage user login sessions
    Use Session Management to:
    • View and manage user login sessions.
    • See all users who are currently logged in to the instance.
    • See detailed information about each session, such as the user name and IP address.
    • Isolate and lock out specific user sessions that pose security risks.
    Refresh Daily Compliance Score in real time
    Refresh and recalculate the Daily Compliance Score on the Instance Security Center by clicking Refresh. Previously, this score was only updated after the performance analytics job executed at 02:00 local time.

    Policy and Compliance Management

    Evidence Request Workflow
    GRC: Advanced Core, Version 11.0.3: Request supporting documents during an audit. You can electronically request the information you need from the first and second lines of defense. The individuals being audited can then immediately upload their documents to the system, significantly reducing manual processing time.
    Issue Triage Workflow
    GRC: Advanced Core, Version 11.0.3: Use the issue triage workflow to helps triage self-identified issues and identify reportable issues from the noise.
    Predictive Intelligence
    Version 11.0.0: Group similar issues and generate lists of similar remediation tasks using artificial intelligence and machine learning capabilities.
    Policy Exception Integration with Vulnerability Response
    Version 10.1: Use the GRC policy exception management capability within the Vulnerability Response application to request policy exceptions for vulnerable items or vulnerability groups for a specific duration. Requests are routed through multiple approvals based on the risk rating, policy, and control objective associated with an exception. Compliance and risk teams obtain better visibility about exceptions raised for vulnerabilities.
    Consolidated Assessment Responses

    Version 10.0: Eliminate the task of providing repetitive responses for similar assessments by grouping control attestations or risk assessments. Provide the same evidence to all grouped assessments or respond to individual assessments in the same user interface.

    Policy Acknowledgement

    Version 10.0: Send out policies for review and acknowledgment by employees to meet compliance requirements.

    Allow other application users to request policy exceptions

    Version 10.0: Enable other application users to request policy exceptions and manage both policies and policy exceptions in a centralized place. This feature provides a generic framework for all ServiceNow applications to integrate to GRC policy exception management capability for centralized management of exception requests.

    Quick start tests for Policy and Compliance

    Version 10.0: After upgrades and deployments of new applications or integrations, run quick start tests to verify that Policy and Compliance Management still works. If you customized Policy and Compliance Management, copy the quick start tests and configure them for your customizations.

    Predictive Intelligence

    Configuring advanced settings for your ML solutions
    This release provides support for Term Frequency-Inverse Document Frequency (TF-IDF)-based classification in addition to the default existing word embedding-based classification. Because this is an optional advanced solution settings parameter, the default classification capability still uses paragraph vector word embeddings. The framework is also enhanced with a new recall metric, in addition to the existing precision and coverage metrics, to estimate the performance of a trained solution.
    Create a custom stopwords list
    Define your own custom stopwords list for each processing language you apply to your solution. These lists should be specific to your domain or organization to help eliminate common terms, such as ServiceNow, that you don't want the system to use in predictions. This capability applies to the classification, similarity, and clustering frameworks. The list that you provide is added to other lists that the system already uses by default.
    Configuring target metrics for a trained classification solution
    Set precision, coverage, and recall metrics at the solution level or continue to set them at the class level. If the values are set at the solution level, the system automatically sets the appropriate values at the class level. In previous releases, tuning precision and coverage for solutions required that you set the metrics at each class level.
    Configure TF-IDF for a classification solution
    Predictive Intelligence uses paragraph vector (PV) word embedding by default in its classification solutions, which is highly effective for processing data comprised of human readable content. Alternatively, if the data your solution is processing has machine-generated content, you can instead use Term Frequency–Inverse Document Frequency (TF-IDF).
    Configure DBSCAN for a clustering solution
    Use the DBSCAN clustering algorithm as an optional advanced solution settings parameter for your clustering solution. K-means is the default algorithm that you select. The DBSCAN algorithm interprets what a cluster denotes at a glance by providing the top words associated with the cluster to describe and represent it. Please contact Customer Support to enable DBCAN.
    Using ML APIs for custom usage scenarios
    Use a new API framework with scriptable REST APIs and extension points to increase the possibility of using machine learning in your workflows and processes.

    Project Portfolio Management

    Demand Management
    • RIDAC (Risks, Issues, Decisions, Actions, and Request Changes):
      • Convert Risks, Issues, Decisions, Actions, and Request Changes (RIDAC) entities, in that order, for a demand. For more information, see Convert RIDAC entries of a demand.
      • Associate your existing Risks, Issues, Decisions, Actions, and Request Changes records for a demand to convert them to RIDAC entities. For more information, see Associate existing risks, issues, decisions, actions, and request changes records.
      • Modify the RIDAC workflow using Flow Designer.
    • Import cost plans along with individual breakdown values using the Cost Plan Import Set import [imp_cost_plan] map. For more information, see CostPlanBatchOperations API.
    • Specify when to close a demand automatically when it is converted into a project. For more information, see Create a demand.
    • Set a currency that is locally used as your project currency while converting a demand to a project using the Project currency field on the Demand form. For more information, see Create a demand.
      Note: The Project currency field is available only when you activate the PPM Standard Multicurrency plugin (com.snc.ppm_multicurrency). For more information, see Multi-currency in project financials.
    • Add more specific details to a demand's risk using new fields on the Risk form.
    • Track and manage a demand's resource plans by accessing the Resources page directly from the Demand form.
    Idea Manager Dashboard
    Install the Idea Manager Dashboard from the ServiceNow Store to view idea metrics and trends such as ideas in different states, the age of ideas, categories, and ideas converted to different work entities.
    Program Management
    • As a Program Manager, create a program status report to view and track the progress of all projects under the program.
    Project Management
    • RIDAC (Risks, Issues, Decisions, Actions, and Request Changes):
      • Convert Risks, Issues, Decisions, Actions, and Request Changes (RIDAC) entities, in that order, for a project. For more information see, Convert RIDAC entries for a project.
      • Associate your existing Risks, Issues, Decisions, Actions, and Request Changes records for a project to convert them to RIDAC entities. For more information, see Associate existing risks, issues, decisions, actions, and request changes records.
      • Modify the RIDAC workflow using the Flow Designer.
    • Import cost plans along with individual breakdown values using the Cost Plan Import Set import [imp_cost_plan] map. For more information, see CostPlanBatchOperations API.
    • Add more specific details to a project's risk using new fields on the Risk form.
    • Import custom fields from Microsoft Project to a ServiceNow project by mapping the custom fields. Also, use scripts to import unmapped fields or modify the field data while importing a project from Microsoft Project to ServiceNow. For more information, see Import a Microsoft Project file - map custom fields.
    • Include or exclude a project from the program status report using the Show on Program Status Report check box on the Preferences tab of the Project form.
    • Track and manage a project's resource plans by accessing the Resources tab directly from the Project form using the Resource Workbench related link.
    Virtual Agent for PPM
    View project management related information quickly by interacting with a virtual agent rather than having to navigate through various lists in the application.
    PPM Collaboration

    PPM Collaboration utilizes Slack as a project collaboration tool to facilitate active and timely communication about the project. The project manager, users, and any other stakeholders added to the project channel can easily stay up to date with the project status and chat with other members.

    Resource Management
    • Allocate hours to resources evenly using the Smart Even Load allocation spread that takes the availability of resources into account while allocating.
    • While requesting an extension of a resource plan, a project manager or a demand manager can specify FTE, Person Days, or Hours for the extension period. When the resource manager extends the plan, the requested allocation is auto-filled with hours.
    • Identify over-allocated resources by their negative availability values in the Resource Allocation Workbench and Resource Reports so you can make informed resource allocation decisions for your team.
    • View any error or warnings that might occur during resource allocation in the Resource Plan Logs [resource_plan_logs] table.
    • Use the Resource Diagnostics feature to run additional tests to detect invalid or corrupt data for a resource.
    Multicurrency in Project Management

    Plan and estimate your project costs and benefits in a currency that is locally used where the project is being managed. You can track your projects both in the functional currency and in a local currency as project currency. Use project currency to track the costs and benefits, and post your actuals by enabling the Project Currency view. Project Managers can plan costs and benefits, track the expenses, and report the financial performance of the project in either the corporate (functional) or the local (project) currency.

    The option of using project currency enables you to aggregate the project financials using the appropriate exchange rate in a currency other than the functional currency.

    You can change your view in the project form to project currency view and track the planned costs of a project in the selected project currency.

    Scenario Planning for PPM
    Install the Scenario Planning for PPM application from the ServiceNow Store to do scenario-based portfolio planning for a fiscal year. The Scenario Planning for PPM application enables you to do the following:
    • Create multiple planning scenarios with different combinations of demands and projects in your portfolio for execution. The scenario-based planning enables you to conduct a what-if evaluation and identify risky demands and projects. For more information, see Create planning scenarios.
    • Compare multiple scenarios in a portfolio and fund only those demands and projects that add financial value to the organization. For more information, see Compare planning scenarios.
    • Confirm a new scenario or override an existing plan with a different plan based on changing market environment. For more information, see Confirm a planning scenario.
    • Track the progress of selected demands and projects in your portfolio for consistent evaluation of your investment. For more information, see Track the progress of a portfolio.
    Strategic Spend Tracking for PPM
    Use the Strategic Spend Tracking for PPM application to evaluate strategic value of your demands and projects by allocating strategy and goal percentages and generating breakdowns. The Strategic Spend Tracking for PPM enables you to perform the following actions:
    • Allocate a percentage of a demand's total cost, benefit, and budget toward achievement of the organizational strategy and goals associated with the demand. For more information, see Allocate strategy and goal percentage for a demand.
    • Allocate a percentage of a project's total cost, benefit, and budget toward achievement of the organizational strategy and goals associated with the project. For more information, see Allocate strategy and goal percentage for a project
    • Use the Strategic Spend Tracking for PPM dashboard to view how the planned costs, actual costs, and benefits for projects aligned to the organization's goals and strategies trend over time in order to accurately understand the financial performance of the organization.
    Quick start tests for Project Portfolio Management

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Project Portfolio Management still works. If you customized Project Portfolio Management, copy the quick start tests and configure them for your customizations.

    Project Status Report app

    Create RIDAC (Risk, Issues, Decisions, Actions, and Request Changes) records

    Create, view, and edit RIDAC (Risk, Issues, Decisions, Actions, and Request Changes) records for your project.

    Receive mobile notifications

    Receive mobile notification whenever a RIDAC (Risk, Issues, Decisions, Actions, and Request Changes) record is assigned to you for your project.

    Regulatory Change Management

    Regulatory Taxonomy
    Create an internal regulatory taxonomy with multiple hierarchies. Map it with the external taxonomies from multiple providers for standardization.
    Regulatory Feeds
    Assess the applicability of the regulatory feeds, identify necessary actions in the Compliance and Risk areas, and implement the changes to comply with the regulations.
    Impact Assessment Task
    Measure the impact of the changes on the business entities using configurable assessment methodologies.
    Regulatory Change Tasks
    Evaluate the regulatory changes and update the existing GRC objects, for example, policies, controls, and risk statements in the regulatory library.
    Source Document Import Tasks
    Update an existing citation in the regulatory library or insert a new citation received from the provider.
    Action Tasks
    Create action tasks to comply with the Compliance and Risk-related changes. On completion of the action tasks, the parent regulatory feed is marked as closed.
    Dashboard and Overview
    Provide an overview of the regulatory changes via dashboards and reports, ensuring overall regulatory compliance.
    Thomson Reuters Integration

    Integrate with Thomson Reuters using the framework and guidelines provided in the Regulatory Change Management application.

    Use the GRC integration with Thomson Reuters Regulatory Intelligence application and receive the regulatory alerts and changes in your ServiceNow instance.

    Release Management

    Define scope of a release
    Enhance the scope of a release by selecting related work items and associating changes to the release. You can associate one or more of the following work items:
    • Projects
    • Scrum epics
    • Scrum stories
    • SAFe epics
    • SAFe features
    • SAFe stories
    • Defects
    • Enhancements
    • Incidents
    • Problems
    Note: To view the respective work items, ensure that the Agile Development 2.0, Project Portfolio Management, and Portfolio SAFe plugins are active.

    Reporting

    More visualizations for ServiceNow® workspaces
    ServiceNow® Performance Analytics and Reporting tools deliver more visualization types for use in workspaces such as ServiceNow® Agent Workspace. You can integrate bar, donut, pie, time series, and single score visualizations in user workspaces to tell your actionable data story. For more information, see Performance Analytics and Reporting visualizations available in ServiceNow workspaces.

    Safe Workplace Dashboard

    Set up Safe Workplace Dashboard alerts
    Set up alerts to track when PPE inventory falls below a threshold, the number of employees who want to return, and the number of employees who are denied entry to work sites.
    Stay updated with the COVID-19 Global Health Data Set
    Display global COVID-19 information on request in the Safe Workplace Dashboard. View the collected data by date ranges, locations, state/provinces, and countries. Build reports or export the data to use for your own analysis.
    Create a campus to appear on the Safe Workplace Dashboard
    Create a campus from existing locations to appear on the Safe Workplace Dashboard. You can route the following information to the Safe Workplace Dashboard and display this information by campus:
    • Employee health and willingness to return to work.
    • Building readiness.
    • Personal protective equipment inventory.
    • Active contact tracing cases.
    • Potentially exposed contacts under investigation.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Scaled Agile Framework (SAFe)

    Work Progress Status for SAFe

    Work Progress Status for SAFe provides a green, yellow, and red (GYR) progress status on SAFe epics and features to indicate whether the work is likely to be completed by the item's planned end date. It also provides an estimated completion date based on the rates at which the scope of work is changing and the work is being completed.

    Performance Analytics Content Pack for Essential SAFe
    Improve your SAFe processes and practices using preconfigured dashboards for epics, sprints, ARTs, teams, and features, with data visualizations.
    Quick start tests for Essential SAFe
    Validate the continued functionality of Essential SAFe after any configuration change such as an upgrade or after developing an application.

    All test suites and tests must pass on default implementation. To validate a custom implementation, copy the automated tests and configure them according to your customizations.

    Search administration

    Domain separation support for search suggestions
    Separate search suggestions by domain so that users in one domain can't see suggestions from other domains. Domain separation does not apply to cold start scripts that you can execute to seed initial search suggestions.
    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 for the search results of all tables that are indexed in the V4 format. A higher relevancy score means that the search result ranks higher in the list of returned results.

    Security Incident Response

    Assessment Trigger Conditions
    Version 11.0: As a security administrator, you can define the assessment trigger conditions to generate mandatory and optional assessments for specific security incidents.
    File observables
    Version 11.0: As a security analyst, you can upload multiple files to create file type observables in the security incident.
    Secureworks CTP Ticket Ingestion Integration for Security Operations
    Version 11.0: The Secureworks Counter Threat Platform ticket ingestion integration enables you to automatically fetch Secureworks CTP tickets, convert them into security incidents and perform automated response actions.
    Microsoft Graph Security API Alert Ingestion for Security Operations
    Version 10.0: The Microsoft Graph Security API is an intermediary service (or broker) that provides a single programmatic interface to connect multiple security providers (native to Microsoft and ServiceNow partners). The Microsoft Graph Security API alert ingestion integration allows you to automatically fetch alerts from multiple security providers and convert them into security incidents and enable automated response actions. Use this integration to:
    • Discover Microsoft Graph Security API alerts that are candidates for security incidents and automate the creation of security incidents.
    • Map alert fields to security incident fields.
    • Aggregate similar alerts to existing open security incidents.
    • Validate your mapping with a preview of the alert field values in a security incident.
    • Receive automatic alert status updates when security incidents are created or closed.
    • Set up scheduled ingestion of alerts to create security incidents periodically.
    Threat Intelligence 11.0.1 - Support for STIX 2.0 and 2.1
    Threat Intelligence Version 11.0.1: STIX is a language for describing cyber threat information in a standardized and structured manner. Using STIX data and Trusted Automated Exchange of Indicator Information (TAXII™) profiles, threat professionals can use shared cyber threat information to isolate threats that have been previously identified by your company and from other sources. Threat Intelligence version 11.0 has been enhanced with the following features:
    • Support for STIX 2.0 and 2.1 standards
    • Modules for STIX 2.0 and STIX 2.1 objects and relationships
    • STIX visualizer for visual representation of various STIX objects and relationships
    • Minor enhancements to the TAXII client
    Security Analyst Workspace Enhancements
    Version 10.4: Select and assign a playbook to a security incident. See Enable playbooks for analyst selection for details.
    Version 10.2: Perform advanced configuration tasks like defining new filters, adding new related lists, related list groups, and new UI actions to the Security Analyst Workspace. With these enhancements,you can gain time and value while working on security incidents.
    Integration Capability Framework 2.0
    Version 10.4: Additional integrations are supported in this release. See the Supported integrations and components section for details.
    Version 10.0: The new, redesigned Integration Capabilities framework enables implementation of integrations in a simple and consistent manner. This ensures a consistent experience for similar types of integrations (for example, observable reputation lookup). The new framework has capabilities implemented using Flows. Benefits from the enhanced framework implementation include:
    • Capability flows include only business level components without any implementation specific logic.
    • The Capability flows now accept a broad array of inputs and formats for maximum flexibility (Ex: Observable references, CI references, tasks, any table or sys_id combinations)
    • Rate limiting or throttling on Integration executions are now easy to configure (removing the need to do this using custom code or changes to implementation workflows).
    • Enhanced auditing capabilities and execution tracking capabilities now enable better reporting and easier troubleshooting.
    • Robust error handling functions are built into the capability flows to avoid duplication of routines in the implementations.
    • Ability to configure conditional triggering of the capabilities or the integrations. This provides flexibility in automatically launching automations based on incident category for example.
    • A default filter condition has been introduced on all capabilities to filter allow listed observables before inputs are provided to the integrations.
    Playbook Library
    Version 10.0: Security Incident Response provides a rich set of playbook resources that include a comprehensive library of playbooks, subflows, and actions. You can create or configure playbooks quickly and easily without writing complicated code. You can use these playbooks to resolve security threats in a step-by-step manner. These configurable playbooks are built using the Flow Designer functionality.
    ArcSight ESM Event Ingestion for Security Operations
    Version 10.0: This integration provides the ability to ingest correlation events to create security incidents. It enables automated ingestion of correlation events to ServiceNow for event field mapping, filtering, and aggregation capabilities. It also provides capabilities to update the correlation events based on the security incident status changes, including automated close-out of correlation events.
    IBM QRadar Offense Ingestion for Security Operations

    Version 10.0: This integration provides the ability to ingest offenses to create security incidents. It enables automated ingestion of offenses to ServiceNow for offense/event/flow field mapping, filtering, and aggregation capabilities. It provides capabilities to update the offenses based on the security incident status changes, including automated close-out of offenses. This integration also provides the ability to fetch recent events/flows associated with an offense and track the key updates to offenses.

    Version 10.1: Starting with version 10.1, the IBM QRadar API authorized service token is used for authentication for both IBM QRadar on-premises and QRoC.

    Version 10.4: The IBM QRadar rule selection logic has been updated to fetch all offenses generated by System, Override, and User active rules.

    Enhancements to User Reported Phishing
    Version 9.0: This release includes significant enhancements to the existing User Reported Phishing functionality. You can do the following tasks:
    • 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 the following options:
      • 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.
    Note: This enhancement is implemented through a new design that replaces the existing design. For installation instructions, see the Important installation instructions section in Enhancements to User Reported Phishing.
    Splunk Enterprise Security Event Ingestion for Security Operations
    Version 9.1: Splunk Enterprise Security Event Ingestion for Security Operations provides the 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. This integration also provides capabilities to update the notable events based on the security incident status changes, including automated close-out of notable events.
    Splunk Enterprise Event Ingestion for Security Operations
    Version 10.6: The following enhancements have been made to improve the Splunk Enterprise Event Ingestion integration:
    • New: Multiple similar alerts can now be selected in a single profile.
    • New: If a Splunk event field is mapped to a multi-value field and the aggregated event field values are different than the initial triggering event. The additional values are added to the SIR incident field. This applies to commonly mapped multi-value fields such as the following:
      • Observables
      • Configuration Items
      • Affected Users
    MITRE-ATTACK framework
    Threat Intelligence version 12.0: The MITRE-ATT&CK framework is a knowledge base of common tactics, techniques, and procedures (TTP) that your organization can access to develop specific threat models and methodologies against cyberattacks. Using the MITRE-ATT&CK framework can help your organization do the following:
    • Equip security analysts with MITRE-ATT&CK tactics, techniques, and procedures (TTPs) to better analyze and respond to security incidents.
    • Automate the incident work flows using the playbook for detecting and containing threats in the context of MITRE-ATT&CK framework.
    • Prioritize indicators of compromise and threat hunting with MITRE-ATT&CK information.
    • Understand the high-level security posture of your organization in the context of MITRE-ATT&CK framework.
    LogRhythm integration
    The LogRhythm integration has been enhanced with the following features:
    • Map multiple fields for configuration items and observable fields when there are multiple raw base events that are related to a single alarm.
    • Search for LogRhythm alarms and events in the mapping section.
    • View raw events in a separate related list for raw base alarms.
    • View all the raw base alarms by using a new navigation link that has been added to the LogRhythm Drilldown Event module.
    Microsoft Exchange Online integration
    The following features are now available for the Microsoft Exchange Online integration:
    • Searches the junk folder for matching phishing emails and deletes them when you initiate an Microsoft Exchange Online search and delete action.
    • A security tag is applied to a security incident, and a work note is created when the search and delete action fails.
    • An error email notification is sent to a group, and a work note is created when the Microsoft Exchange Online credentials expire.

    Service Catalog

    Topic blocks for Service Catalog in ITSM Virtual Agent
    Design a Virtual Agent conversation using these topic blocks:
    • Search Catalog Item: Search for a catalog item
    • Request Catalog Item: Make conversational requests for a specific item
    Now Mobile enhancements
    • For open incidents, add comments on the Details tab without having to navigate to the Updates tab.
    • Reopen a resolved incident.
    Service Catalog enhancements for Automated Test Framework
    Write automated end-to-end tests for requester and fulfiller flows to validate the following for Service Catalog in Service Portal:
    • Adding comments on a ticket page for a requested item or incident
    • Approving a request for catalog items
    • Ordering catalog items from multiple catalogs
    • Filtering for recent open and closed records from the My Requests menu
    • Ordering catalog items from the wish list and from saved bundles
    • Contents of the My Recent Items widget
    • Variables using a regular expression

    Service Level Management

    Flow field on the SLA definition form

    Select your flow action from the Flow field on the SLA Definition form. This flow runs for all task SLAs associated with the task record.

    Show Flow related link for Task SLA

    Open the flow in the Flow designer that is running against the Task SLA record by clicking the Show Flow related link.

    Quick start tests for Service Level Management

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Level Management still works. If you customized Service Level Management, copy the quick start tests and configure them for your customizations.

    Service Mapping

    Map application services using tags
    If your organization uses tags for asset management, you can use these tags to map application services. Unlike other mapping methods, tag-based mapping does not require configuring credentials or providing users with elevated rights. You can effectively use tags to map multiple application services.
    Quick start tests for Service Mapping

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Mapping still works. If you customized Service Mapping, copy the quick start tests and configure them for your customizations.

    In addition, test the high-level topology for the most important application services to check that it stays correct after the upgrade to the Orlando release. If you customized Service Mapping, copy the quick start tests and configure them for your customizations.

    Discover devices and applications using the latest patterns
    Discover the following devices and applications by using the latest available patterns from the ServiceNow Store:
    • AWS generic inventory
    • Google Cloud Platform (enhancements: IaaS labels and events)
    • IBM Cloud (enhancements: IaaS labels)
    • IBM HACMP
    • IBM HMC
    • Oracle Database 12c
    • Red Hat OpenShift
    During installation or upgrade of ITOM Visibility to the Orlando 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 (com.sn_itom_pattern) plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.
    View service maps for converted application services

    View service maps for application services converted from legacy business services. For information about the conversion procedure, see Convert business services to application services in bulk.

    View maps for application services in Agent Workspace

    As a NOC operator, use application service maps to investigate and prioritize alerts without leaving the Agent Workspace UI. In the Agent Workspace UI, application service form and application service map provide visibility into items associated with CIs belonging to the application service, like alerts or incidents.

    Service Owner Workspace

    Contextual sidebar expansions
    • Oversee events with information describing past, current, or future changes, incidents, and outages impacting a service or offering.
    • Drill deeper into all contextual sidebar items for greater detail.
    • Create and send an email to displayed contacts in the contextual sidebar or in detailed views.
    Portfolio optimization
    • Roll up performance and estimated spend to the portfolio level.
      Note: This feature requires ServiceNow® Financial Management integration.
    • Gain insight into the overall value of a service portfolio by viewing its performance and estimated spend.
    • View cost drivers within the portfolio taxonomy structure.
    Estimated spend
    • Aggregate service offering spend estimates to service and portfolio levels within the taxonomy.
    • Balance the required service performance with the appropriate spend.
    • Use service spend to compare services.
    • Verify whether service spend is meeting your desired goals.
    • View cost drivers within the service portfolio and the taxonomy structure.
    • Compare an internal service spend to external service provider options.

    Service Portal

    Widget diagnostics

    Resolve Service Portal page issues by identifying widget customization levels and checking widget code directly from a portal page.

    Dynamic Translation in Service Portal forms
    Use Dynamic Translation to localize comments and work notes in the Service Portal activity stream.

    Skills Management

    Quick start tests for Skills Management

    Run quick start tests to verify that Skills Management still works after you upgrade and deploy new applications or integrations. If you customized Skills Management, copy the quick start tests and configure them for your customizations.

    Software Asset Management

    SaaS License Connections
    Use SaaS License Connections to connect with SaaS applications that don't have base system integrations in SaaS License Management. The low-code framework applies ServiceNow® IntegrationHub and ServiceNow® Flow Designer to connect with a SaaS provider’s API endpoints. Download a list of all users, view meaningful usage data, and optimize your SaaS spend by reclaiming unused subscriptions. Manage your custom SaaS connections along with base system SaaS connections using Software Asset Management software models and reporting.
    Manage licenses for Cisco Webex Meetings and Atlassian Jira Software
    Use the ServiceNow SaaS License Management application to connect with the Cisco Webex Meetings and Atlassian Jira Software applications. Get visibility into all your active licenses, monitor license usage, and reclaim unused licenses. Leverage usage information to forecast future licensing needs and plan for contract renewal.
    Engineering License Manager
    Get visibility into license usage for thousands of engineering software applications from publishers such as AutoCAD and ESRI via an integration with OpenLM. OpenLM is a third-party tool available in the ServiceNow Store that brings relevant data into the Software Asset Management application. Use this data to optimize software spend by improving on inefficient usage of licenses. Minimize employee productivity loss and disruption to your business operations with visibility into users who are denied access when all licenses are checked out. Track concurrent license consumption for more accurate forecasting and to support audits and contract renewals.
    Reserve Microsoft Office 365 licenses
    Manage Microsoft Office 365 reserved licenses to accurately calculate annual true-up cost. Create reserve entitlements from existing Microsoft Office 365 subscription entitlements. The total cost of the reserved entitlement is included in the calculations for true-up cost and total spend on the product. After true-up, the reserved licenses are automatically converted into regular licenses.
    Software License Maintenance
    Get visibility into your maintenance contracts and the spend on your maintenance program. Maintenance represents a significant spend over the life of the software. Add maintenance coverage to your perpetual license entitlements. Keep track of expiring maintenance and renew these licenses on a timely basis to avoid higher reinstatement costs. Forecast accurate future spend with true-up costs that include the cost of maintenance.
    Leverage the Oracle infrastructure report
    Use the Oracle Infrastructure report to gain insight into your organization’s licensing implications from the Oracle technology running in your IT infrastructure. Use the report to proactively cut spend by driving actions that optimize the IT infrastructure supporting your Oracle technology.
    Automatically uptake publisher and product changes in the software library
    Keep the publisher and product information for your software current with content updates that are automatically delivered to your instance. As the software library is updated, the changes are automatically made available to your organization. Minimize disruption to your business operations as these changes are automatically propagated to update your software models, entitlements, subscriptions, discovery models, and software installations.
    Manage licenses for complex software suites
    Take advantage of simplified licensing and lower license cost offered by vendors on complex software suites such as the Microsoft Core Infrastructure Server (CIS) Suite. The CIS suite includes the Microsoft Windows Server software as well as the System Center suite, which includes Configuration Manager, Operations Manager, and other titles. Manage compliance by reconciling your suite software titles to these suite licenses and optimize your spend licenses.
    Prescribe true-up cost
    Report your software true-up cost accurately. Update your software models with the license and maintenance cost specified on your contract. Use these costs to calculate and report the true-up cost.
    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.

    Studio

    Edit source control integration files outside of Studio
    Edit application files linked to a source control integration using an editor other than Studio. To ensure that the application files remain usable, the instance validates and sanitizes application files edited by other editing applications. Application files that fail XML schema validation either abort the current source control operation or are skipped. The instance generates an upgrade log entry for each sanitization action taken.
    Context menu
    Use the context menu option to check if the required script include is used in other application files and view the list of application files referencing the required script include.
    Set or remove logpoints

    Set breakpoints or conditional logpoints to log your messages to the console at specific lines for debugging, and remove logpoints when you are done debugging them.

    MID Server support for source control
    Use an existing MID Server to connect to a source control repository. Link your application to or import it from Source Control via an existing MID Server. Linking or importing through this option enables you to use a corporate GIT repository behind a firewall, and store http or ssh credentials for your GIT repository on your MID Server instead of the cloud.
    Move application files in a GIT repository
    Move application files linked to source control to any folder of the repository. Allow application developers to store supporting content such as automated tests in the same repository as the applications they support.
    Set the GIT repository default branch
    Add the glide.source_control.default_branch_name system property to set a default branch when you want to use a branch other than master for new changes or for your main development repository.
    Optional checksum validations
    You can set system properties glide.source_control.checksum_required to enable optional checksum validations and sanitizations, and glide.source_control.checksum_quick_install to bypass sanitization steps on checksum matches. See Available system properties for more information.
    Commit changes
    Select files to commit to source control window.

    Subscription Management

    Exempted tables listing
    Review which system-related tables in a production instance are exempt from subscription allocation. These exempt tables are not included in the Custom Table Inventory listing.

    System Clone

    Clone profile
    Enables you to create a clone profile which stores a predefined target and clone options. The clone profile streamlines the requesting a clone process by automatically populating your clone request with your selected profile settings.
    Preserve update sets
    Enabling the preserve update sets option during the clone process eliminates the need to export in-progress, global update sets before you initiate a clone.
    Order post cloning scripts
    Enables an option of either active or inactive on post-clone scripts so that you can set a configuration order for scripts to execute.
    Warning for large table preservation
    Shows a warning message before you clone if you've chosen to preserve a large table. You're also prompted to provide the reason for choosing to preserve a large table.

    Time Card Management

    Mobile Timesheets
    • Create, view, edit, enter notes, and submit time cards from a mobile device as a time sheet user.
    • View, approve, reject, or recall a time sheet or time card from a mobile device as a project or user manager.

    Time configuration

    Business calendar entry starting and ending date run options for scheduled jobs
    Designate when to run scheduled jobs by using the Business Calendar Entry Start or Business Calendar Entry End options in the Schedule Jobs Run field. You can generate the start or end date of your scheduled jobs by associating each calendar entry with a business calendar.
    Scheduled job time zone selection
    Control the time zone in which a scheduled job should run for a non-report entity or a script. You can designate a job to run in the default time zone of the user who creates it, the system time zone set on the instance, or a specific time zone of your choice.

    Vaccination Status

    Collect vaccination data from your employees
    Monitor the status of vaccination programs in the workplace and collect vaccination data for workforce planning and workplace readiness needs.
    Report your vaccination status
    Provide your company with information about whether you have received a vaccine, the type of vaccine, and the date that you received it.
    Set up privacy consent
    Set up privacy consent for employees who are providing their vaccination data to your company. Use Emergency Outreach to send a privacy consent form to employees before they submit their vaccination status.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Vendor Manager Workspace

    Vendor admin role
    Use the vendor admin role [sn_vlm.vendor_admin] to create, edit, or delete vendor types and vendor score metric models in Vendor Manager Workspace.
    Vendor score metric models
    Create metric models, assign those metric models to vendors, and add metric indicators that make up your vendor score. You can analyze additional metrics that do not contribute to the vendor score by adding additional indicators to the metric model.
    Note: The Vendor Scoring Model and Vendor Score Metric Model are used interchangeably to refer to the metric models.
    Domain separation
    The Vendor Manager Workspace application uses performance analytics to collect data and provides Enhanced domain separation support.

    Vendor Risk Management

    Provider-based Submission Rules
    Version 11.0.2: Create provider-based submission rules that, when met, can cause several actions to occur, such as automatically creating and sending a vendor risk assessment, issue, or task.
    On-the-fly Issue Creation in Assessments
    Version 11.0.2: Generate issues associated with specific questions on an assessment. After an issue is created, the question displays an icon to let reviewers and assessment takers know that an issue was already created.
    FAQ and Guided Tour of the Vendor Assessment Portal
    Version 11.0.2: Explore the features of the Vendor Assessment Portal using a new FAQ page and a self-paced guided tour. By the time you've completed the tour, you'll be ready to effectively navigate the Vendor Assessment Portal and use its exciting features to manage your vendors and engagements
    Vendor Engagements
    Version 10.1: Create engagements for each product and service procured from a vendor. Assessing engagements helps with in determining vendor risk across multiple offerings.
    Vendor Hierarchy
    Version 10.1: Create parent-child relationships to map complex vendor structures that, in turn, inform risk coming from subsidiaries.
    Vendor Portal Enhancements
    Version 10.1: Vendor contacts can respond to assessments for vendors and engagements in the Vendor Assessment Portal. Also, vendor contacts can access only assessments to which they’ve been assigned.
    Vendor Risk Areas
    Version 10.1: Group potential areas of risk to better understand the risk posed by the activities of the vendors that you work with. Risk areas also assist in the effective mitigation of those risks.
    Import an assessment questionnaire from an Excel spreadsheet
    Version 10.0: Save time and effort by importing large questionnaires in Microsoft® Excel spreadsheets directly into Vendor Risk Management tables. You can then create questionnaires automatically from templates.
    Export questions and answers to an Excel spreadsheet
    Version 10.0: Review the results of one or more questionnaires outside of the Vendor Risk Management application by exporting the questions and answers to a Microsoft® Excel spreadsheet.
    Approve questionnaire assessments or document requests with e-signatures
    Version 10.0: Provide electronic signatures in the vendor portal for specially-configured questionnaires or document requests. A second e-signature can be configured if a second set of eyes is needed to verify that an assessment has been reviewed and approved.
    Use new features in the scoped Vendor Assessment Portal application
    Version 10.0: Use electronic signatures in the platform and on the Vendor Assessment Portal during the approval process for questionnaires and document requests.
    Quick tests for Vendor Risk Management

    Version 10.0: After upgrades and deployments of new applications or integrations, run quick start tests to verify that Vendor Risk Management still works. If you customized Vendor Risk Management, copy the quick start tests and configure them for your customizations.

    Virtual Agent

    Multiple chat branding configurations in a single instance
    Customize your chat window with your own company logo and bot avatar, UI color schemes, and customer support contact information. You can create different branding configurations for the various organizations or groups that use your instance. These configurations apply to the web-based chat client only.
    Context topic intent
    Use pre-chat survey information to determine the appropriate conversation topic to be displayed to the requester rather than a list of conversation topics. You define the context variable that contains the pre-chat information that is used in topic discovery and if needed, specify any conditions to control the topic that is displayed to the requester.
    Reusable topic blocks

    Create and reuse components called topic blocks to perform common functions in Virtual Agent conversations. Virtual Agent provides pre-built topic blocks for performing live agent transfers and surveys. The CSM, HR, and ITSM business applications also provide pre-built topic blocks for use in their business topics, such as contextual search.

    Notifications in Virtual Agent

    Send notifications directly to users in Slack and Microsoft Teams via the Virtual Agent chatbot. Requesters can respond to notifications or start new bot conversations to complete their tasks.

    Integration with Microsoft LUIS (Language Understanding)
    Use the intents, entities, and utterances that are defined in Microsoft LUIS applications and apply them as NLU models for your Virtual Agent conversations.
    IBM Watson Assistant Chat integration for Assistant V2 API
    Configure the IBM Watson Assistant Chat Integration to run a dialog skill (conversation) created in IBM Watson Assistant with the Assistant V2 API. The V2 API supports Watson Assistant's intent disambiguation feature to improve topic discovery.

    Vulnerability Response

    Vulnerability Assignment Recommendations (v 12.1)
    Vulnerability Assignment Recommendations uses machine learning with ServiceNow Predictive Intelligence to recommend owners for vulnerability findings.

    With Vulnerability Assignment Recommendations, view a short list of the most appropriate assignees for vulnerable items and vulnerability groups along with confidence scores for each recommendation. Reduce the time you spend chasing down ownership issues across your organization as you discover vulnerabilities and are unsure where they need to go for remediation. Vulnerability Assignment Recommendations is available with a separate subscription from the ServiceNow® Store.

    Create CIs with the Identification and Reconciliation Engine (IRE) v 12.1
    Use IRE to create new CIs in the CMDB when an existing CI cannot be matched with an imported host from third-party vulnerability assessment product.

    The CMDB CI Class Models application dependency for this feature is installed automatically with v 12.1 of Vulnerability Response and may take some time to install.

    Tenable Vulnerability Integration developed (v 12.1)
    Starting with v 12.1 of Vulnerability Response, the Tenable Vulnerability Integration developed by ServiceNow engineering uses data imported from the Tenable.io and Tenable.sc products to help you prioritize and remediate vulnerabilities for your assets. The Vulnerability Response Integration with Tenable application is available with a separate subscription from the ServiceNow® Store.
    Application Vulnerability Response (v 12.0)
    ServiceNow Application Vulnerability Response (AVR) is a new feature in v12.0 of Vulnerability Response.

    Import the flaws (vulnerabilities) resulting from Veracode Dynamic Application Security Testing (DAST) and prioritize and efficiently drive remediation of detected flaws from within the Vulnerability Response application. Imported flaws are automatically assigned to the right team with a risk score and a remediation target date based on the rules you define.

    Imported vulnerabilities are further enriched with the CWE imported from MITRE.

    Quickly gain insight into your security posture and remediation trends, and view applications with the most critical, overdue vulnerabilities with Scoreboard.

    Application Vulnerability Response supports the ServiceNow Vulnerability Response Integration with Veracode.

    Exception rules for Exception Management (v 12.0)
    Automate the exception process for vulnerable items (VIs) by creating exception rules. Request an exception for vulnerabilities or a set of CIs that cannot be remediated immediately, or a set of vulnerabilities that must be deferred. This enables you to update multiple VIs instead of requesting individual exceptions for the same condition every time new VIs are identified.
    Filter decommissioned CIs (v 12.0)
    Filter out decommissioned CIs while running the CI lookup rules. The filtered, updated list is used by CI Lookup Rules during the next import and may promote faster import times.
    Risk Score recalculated and updated (v 11.0)
    The Risk Score is updated on vulnerable item records when the severity value is updated on a vulnerability that is imported from third-party scanners.
    Enhanced exception management with Governance, Risk, and Compliance (GRC) v 10.3
    To eliminate manual reporting and streamline the workflow between Governance, Risk, and Compliance and Vulnerability Response, use the GRC policy exception management capability within the Vulnerability Response application.

    Starting with version 10.1 of Governance, Risk, and Compliance, you can use new policy exception capabilities in GRC: Policy and Compliance Management from within version 10.3 of the Vulnerability Response application. To use this feature, upgrade Policy and Compliance Management before upgrading Vulnerability Response. If you've already upgraded Vulnerability Response to v10.3 before Policy and Compliance Management v10.1, and you want to use this feature, perform the upgrade procedures again in the correct order. For more information, see Allow policy requests from other applications.

    Enhancements to the false positive workflow (v 10.3)
    Manage false positives more intuitively for vulnerable items or vulnerability groups. Easily distinguish false positives from exceptions and submit them for approval directly from vulnerable item and vulnerability group records. Also, analysts have the option to request specific durations for false positives.
    Configure the vulnerable item key (v 10.3)
    Configure how vulnerability findings (detections) imported from your vulnerability assessment applications are consolidated into vulnerable items. For example, you can consolidate a vulnerability identified on multiple network ports into a single vulnerable item, or split it into vulnerable items distinguished by unique port.
    Red Hat Intelligence Integration for Security Operations (v 10.3)
    The Red Hat solution intelligence integration correlates the vulnerabilities in your environment with the Linux solutions recommended to remediate them. This integrations helps Linux customers reduce remediation time.
    Vulnerability Solution Management (v 10.3)
    Starting with v10.3 of Vulnerability Solution Management, v10.3 of the Red Hat Solution Integration is available. Identify the remediation actions that apply to your vulnerabilities and prioritize them by the greatest reduction in vulnerability risk.
    Vulnerable Item detections (v 10.0)
    Import all scanner findings as detections to give you better visibility. Preserving these findings allows you to reconcile the data between the scanner and what you imported into Vulnerability Response.
    Performance Analytics for Vulnerability Response enhancements (v 10.0)
    View both data trends and certain reports in real time using improved Performance Analytics for Vulnerability Response. Visually display all of your vulnerable item activity on the Vulnerability Management [PA] dashboard using Performance Analytics for Vulnerability Response. Separate subscription required.
    Reapply assignment rules (v 10.0)
    Assignment rules can also be reapplied to existing Open VIs on-demand, or automatically on a scheduled basis using the Reapply all vulnerability assignment rules scheduled job. Reapplying ensures VIs reflect the latest rule changes or ownership updates in the CMDB"
    Reapply vulnerability group rules (v 10.0)
    Use the Reapply button on the vulnerability group rule page to rerun the changed rule on all active Open vulnerability groups created by that rule.
    Auto delete rules (v 10.0)
    Delete vulnerability item (VI) and vulnerability group (VG) records without archiving them, using Auto Delete Rules.
    Vulnerability reference on the vulnerability group form (v 10.0)
    Added a reference to the vulnerability on the vulnerability group form.
    Automatically update group state, risk score and metrics (v 10.0)
    Use the Update status related link in the vulnerability, solutions, and vulnerability group forms.
    Enhanced vulnerable item age calculation and display (v 10.0)
    An enhanced Age column ('Age') is inserted into the Vulnerable Item table upon upgrade or install and replaces the Age column previously used to calculate VI age. VI age is calculated more efficiently on-demand and displayed with more significant digits in Day/Hour/Minute format.
    Enhanced Change management for Vulnerability Response (v 9.0)
    Create change requests directly from vulnerability groups with ServiceNow® Change Management for Vulnerability Response to expedite your remediation of vulnerabilities. This feature tightly integrates Vulnerability Response and ServiceNow®ITSM Change Management and provides you with the following capabilities:
    • Create pre-populated change requests of varying types (emergency, standard, or normal).
    • Associate vulnerability groups to existing change requests.
    • Split large vulnerability groups into manageable chunks.
    • Resolve vulnerability groups automatically after change requests are implemented using automated state synchronization.
    Software exposure assessment using ITAM Software Asset Management (SAM) v 9.0
    Determine your exposure to a specific software package by looking up the publisher, product name, and version number in the ServiceNow® ITAM Software Asset Management (SAM) product in the Exposure Assessment module. As an option, create vulnerable items to remediate vulnerabilities.
    Quick start tests for Vulnerability Response
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Vulnerability Response still works. If you customized Vulnerability Response, copy the quick start tests and configure them for your customizations.

    Vulnerability Response integrations

    Tenable Vulnerability Integration
    Starting with v12.1 of Vulnerability Response, the Tenable Vulnerability Integration developed by ServiceNow engineering uses data imported from the Tenable.io and Tenable.sc products to help you prioritize and remediate vulnerabilities for your assets. The Vulnerability Response Integration with Tenable application is available with a separate subscription from the ServiceNow® Store.
    Note: When you initiate a Tenable.sc scan request via a MID Server, an error message is displayed if the API request takes longer than 30 seconds. See KB0862613 to reset the default time out limit.
    Version 11.0 of the Qualys Vulnerability Integration
    An optional condition builder has been added to the CI lookup rules that permits you to filter out specific assets in your IT environment. Create filter conditions using the attributes received from the Qualys host payload.
    Version 11.0 of the Rapid7 Vulnerability Integration
    An optional condition builder has been added to the CI lookup rules that permits you to filter out specific assets in your IT environment. Create filter conditions using the attributes received from the Rapid7 host payload.
    Version 10.3 of the Red Hat Solution Integration
    Starting with version 10.3 of Vulnerability Response, version 10.3 of the Red Hat solution intelligence integration correlates the vulnerabilities in your environment with the Linux solutions recommended to remediate them. This integrations helps Linux customers reduce remediation time.
    Version 10.3 of the Rapid7 Vulnerability Integration
    There are two new integrations, one for Rapid7 Nexpose Data Warehouse and one for Rapid7 InsightVM.

    Enable the Rapid7 Comprehensive Vulnerable Item Integration or the Rapid7 Comprehensive Vulnerable Item Integration – API if you want to close stale vulnerable items automatically with the Auto-Close Stale Vulnerable Items module. Based on the most current imported data, vulnerable items not recently found are automatically transitioned to ‘Closed’ by the Auto-Close Stale Vulnerable Items scheduled job. 

    Quick start tests for Vulnerability Response

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Vulnerability Response still works. If you customized Vulnerability Response, copy the quick start tests and configure them for your customizations.

    Walk-up Experience

    Badge Reader Integration for Walk-up Experience
    • Check into a Walk-up Experience onsite queue by scanning your employee badge rather than entering your name or other user information.
    • Receive a confirmation message when the badge scanner system recognizes your check-in credentials, confirming your position in the queue.
      Note: Requires the Badge Reader Integration plugin (com.snc.badge_reader).
    Quick start tests for Walk-up Experience

    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Walk-up Experience still works. If you customized Walk-up Experience, copy the quick start tests and configure them for your customizations.

    Pre-built Service Portal online check-in widget
    • Add enhanced visibility to your online check-in process with a pre-built information widget for your Service Portal.
    • Configure the online check-in banner message via the Service Portal widget.
    Walk-up Experience check-in enhancements
    • Schedule appointments on behalf of others who need IT support, such as executives or direct reports.
      Note: Configuration is necessary to make this feature available to a specific group of users.
    • Automatically check in to a Walk-up Experience onsite queue based on your geolocation.
    • View the estimated wait time for service at a walk-up location.
    Onsite check-in queue audio sound
    Configure an audio sound to play when a new person joins the onsite Walk-up Experience queue.
    Mobile Walk-up Experience application
    View walk-up queue locations using geolocation, get important details about a walk-up location queue, and check in to a walk-up queue from your mobile device.

    Workplace Calendar Synchronization

    Synchronize reservations
    Enable employees to make a reservation for a workplace item using either the Workplace Reservation Management application or the calendar service. The reservations are synchronized and updated in both the application and the calendar service.
    Create a connection for synchronization
    Set up a connection with your calendar service to synchronize reservations.
    Configure calendar providers
    Add a calendar service that you want to synchronize with the reservations.
    Add workplace items to be synchronized
    Configure workplace items that must be synchronized with the calendar provider whenever an employee makes a reservation.
    View and manage synchronizations
    Monitor the events, calendar items, and synchronization deltas that are created in the application during synchronization.

    Workplace Case Management

    Create a workplace service
    Enable employees to submit workplace service requests using the Workplace Service Portal. Configure record producers in order to make those services available to users.
    Pre-define how to fulfill a workplace case
    Configure how to fulfill a workplace service request when it is submitted. Based on your configurations, you can fulfill requests either manually, with an existing flow, or with a defined set of activities.
    Add fulfillment instructions
    Add instructions to fulfill a complicated workplace case. Fulfillment instructions help workplace agents to efficiently resolve a case.
    Configure record producers
    Make a workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Service Portal.
    Submit a general workplace service request
    Request workplace help for issues that are not covered by automated workflows. Use the Workplace Service Portal to submit requests. Use virtual agent chat support to submit a help request and to know the status of your workplace service request at any time.
    Escalate workplace cases
    Configure an escalation rule to automatically assign workplace cases to relevant assignment group.

    Workplace PPE Inventory Management

    Submit and fulfill requests for PPE
    Use Service Catalog to request PPE to use at your workplace. View PPE requests, and use the stockroom quantity to assign items to employees.
    Track PPE availability across locations
    Create stockrooms and add stock to monitor how much inventory is available in different locations. Reduce stock for a PPE model to reflect accurate inventory at different locations.
    Automatically resupply stockrooms
    Maintain adequate PPE inventory by setting up automatic stockroom transfers. If one stockroom's inventory falls below a defined threshold, another stockroom's PPE items can be transferred to resupply the low-quantity stockroom.
    Record the types of PPE in your inventory
    Use or create models to record the types of PPE in your inventory. The Workplace PPE Inventory Management application has ready-to-use models for different PPE types, but you can also add your own.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

    Workplace Reservation Management

    Make a reservation using the Reservation Portal
    Use the reservation portal to make a reservation for any workplace item. You can reserve any reservable workplace item for yourself or for others. Filter and sort the available workplace items based on their capacity and their standard services. View your reservations and modify them if needed.
    Configure a reservable module
    Group similar workplace items in a single module. A reservable module is displayed to employees as a single category which contains similar workplace items. Configure approval options and other conditions on the module.
    Modify or cancel a reservation
    Make any changes to your reservation. Cancel a reservation if it is no longer required.
    Approve a reservation
    As a manager, approve or reject reservations that require manager approval before they are confirmed.

    Workplace Safety Management

    Manage workplace tasks
    Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency, and generate reports to track the progress of these activities. Workplace managers can also sign a generated PDF for completed tasks, which creates useful tracking for compliance procedures.
    Configure shifts and workspace areas
    Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign employees and workspaces to these schedules. As a workplace manager, set arrival intervals for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office, and set the capacity for areas of your workplace to promote safety guidelines. Set rules to assign the workplace user role to employees in the countries where you are starting to return to the office.
    Request and reserve a workspace reservation
    As an employee, request workspace reservations when you are ready to return to the office. Select a defined shift or custom time of your choice and use floor plans to choose an available workspace for your date range.
    As a manager, review pending requests and notify employees when their requests have been approved or denied. Reserve available workspaces for your employees to determine physical distancing measures when they return to the workplace or automatically generate workspace reservations in bulk for all employees assigned to a shift for a single day or multiple days.
    Employees and managers can also submit and review workspace reservation requests on the Now Mobile app.
    Upload and update your workplace floor plan
    Upload floor plans for your workplace, which you can use to reserve space for your employees when they return to the office. Update a workplace floor plan by uploading a new floor plan and previewing it to ensure that the layers or changes are correct before you commit them. After updating your workplace floor plan, you can view a log of the changes you made.
    Use the Workplace manager dashboard
    Monitor the space allocation and workplace maintenance activities at your office campus. For any given day, view the list and drill down to details of available spaces, space reservations, pending workplace requests, arrival times for different locations of the workplace, employee arrivals, and maintenance tasks.
    Leverage the Workplace dashboard in Service Portal to visually analyze available workspace capacity, space requests, and reservation trends. Monitor the maintenance tasks for your workplace and reserve a space for an employee or create a workplace maintenance task directly from the Service Portal page.
    Manage workplace shifts that you own
    Review the workplace shifts that you own in Workplace Safety Management and update the shift details if necessary. Monitor the reservations and requests made for the workspaces associated with these shifts.
    Use guided setup to implement Safe Workplace apps
    The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
    Manage workplace tasks
    Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency. Generate reports to track the progress of these activities. You can also sign a generated PDF for completed tasks and for tracking compliance procedures.
    Define shifts for your workplace
    Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign employees and workspaces to these schedules. As a workplace manager, set arrival intervals for different locations to facilitate staggered entry of employees into the office.
    Request and reserve a workspace reservation
    Submit and review workspace reservation requests on the ServiceNow® Now Mobile app.
    As an employee, request workspace reservations when you are ready to return to the office. Select a defined shift or custom time of your choice. Use floor plans to choose an available workspace for your date range.
    As a manager, review pending requests and notify employees when their requests have been approved or denied.
    Reserve available workspaces for your employees. Determine physical distancing measures when your employees return to the workplace.
    Automatically generate workspace reservations for all employees who are assigned to a shift either for a single day or for multiple days.
    Upload and update your workplace floor plan
    Use floor plans for your workplace in order to reserve space for your employees when they return to the office. Update a workplace floor plan by uploading a new floor plan. Preview your floor plan to ensure that the layers or changes are correct before you commit them. After updating your workplace floor plan, you can view a log of the changes you made.
    Use the Workplace manager dashboard
    Use the Workplace dashboard in Workplace Service Portal to see available workspace capacity, space requests, and reservation trends. Create and monitor maintenance tasks for your workplace. Reserve a space for an employee.
    Monitor space allocation at your office campus. For any given day, view the detailed list of available spaces, space reservations, pending workplace requests, arrival times for different locations, and employee arrivals.
    Update workplace shifts that you own
    Review and update the workplace shifts that you own in Workplace Safety Management. Monitor the reservations and requests that were made for the workspaces associated with these shifts.
    Request workplace services using the Workplace Service Portal
    Submit any workplace-related service request using the Workplace Service Portal. Select from a list of services listed in the workplace service catalog. Use the virtual agent chat support to submit queries and make requests. Make reservations, view your requests, register visitors, and submit inquiries.

    Workplace Safety Management Space Mapping

    Workplace Safety Management Space Mapping
    Integration with Mappedin enables you to upload a 2D map of your building into Space Mapping. Combined with provides a unique way to visualize and reserve any workplace item.

    Workplace Visitor Management

    Register visitors
    Submit visitor registrations using the ServiceNow Store Workplace Service Portal or the application. Register external visitors or off-site colleagues. Provide their visit details and leave special instructions to the receptionist if required. Specify if a visitor is a VIP and other visit preference.
    Manage visitor registrations
    When visitors arrive, check in their registration and print their badge. Update their status throughout the day. View their status using the Visitor Reception dashboard and visit logs.
    Configure record producers
    Provide visitor-related workplace services to employees. Configure record producers so that employees can use these services as self-service options on the Workplace Service Portal.
    View visitor status
    Use the visit logs to monitor the status of visitors while they are on the premises.

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      New features and products in Orlando

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      New features and products in Orlando

      Cumulative release notes summary on new Orlando features and products.

      New products were introduced in Orlando, 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
      AuthCredential getAttribute(), setAttribute()
      CSVParser parseLineToObject(), parseLineToArray()
      FlowAPI cancel(), executeDataStreamAction()
      GlideCurrencyConfig GlideCurrencyConfig(), GlideCurrencyConfig(), getAggregationSource(), getConversionDateSource(), getDisplayDigits(), getDisplayValue(), getRateFilterRateTableField(), getRateFilterTargetTableField(), getRateTable(), getReferenceCurrency(), getReferenceCurrencySource(), getSystemReferenceCurrency()
      GlideCurrencyConverter GlideCurrencyConverter(), convert(), setAmount(), setDate(), setDateTime(), setFromCurrency(), setRateTable(), setToCurrency()
      GlideCurrencyExchangeValue getAmount(), getCurrency(), getOriginalCurrency(), getOriginalValue(), getRate(), getRateSysId()
      GlideCurrencyFormatter format(), setLocale(), setMaxFractionDigits(), setMinFractionDigits()
      GlideCurrencyParser setDefaultCurrencyCode(), setLocale(), parse()
      GlideCurrencyValue getAmount(), getCurrencyCode()
      GlideElementCurrency2 getAsEnteredDisplayValue(), getDisplayValue(), getReferenceDisplayValue(), getSessionDisplayValue(), getValue(), setValue(), setDisplayValue()
      GlideImportLog error(), getImportRunHistory(), info(),setImportRunHistory(), warn()
      GlideImportSetRun getImportSetRunSysID()
      GlideImportSetTable addStringColumn(), addDateTimeColumn(), create()
      GlideImportSetTransformer getImportSetRun(), isError(), setImportSetID(), setImportSetRun(), setLogger(), setMapID(), setSyncImport(), transformAllMaps()
      GlideImportSetTransformMap addDateTimeTransformEntry()addTransformEntry(), create()
      GlideTransformLog error(), info(), warning()
      HttpRequestAuthedData addHeader(), addQueryParam(), getHeaderMap(), getDirective(), getQueryMap(), getStatus(), getStatusMessage(), setDirective(), setStatus(), setStatusMessage()
      HttpRequestData addHeader(), addQueryParam(), deleteHeader(), getConnectionAliasID(), getConnectionExtendedAttribute(), getContent(), getDate(), getDirective(), getEndpoint(), getExpiry(), getHeader(), getHeaderMap(), getHost(), getHttpMethod(), getQueryParam(), getQueryParamMap(), getRegion(), getService(), setContent(), setDate(), setDirective(), setEndpoint(), setExpiry(), setHost(), setHttpMethod(), setRegion(), setService()
      IdentificationEngine createOrUpdateCIEnhanced()
      RequestAuthAPI getAuthCredential(), getHttpRequestData(), generateAuth(), resetAuthCredential()
      ScriptableDataStream close(), getItemIndex(), getItemInPageIndex(), getPageIndex(), hasNext(), next()
      Table 2. New global classes and additional methods to existing global classes
      Class Methods
      CMDBQueryBuilderAPI getSavedQueryExecutionDetails()
      CostPlanBatchOperations add(), clear(), process()
      Event Event(), getField(), setAdditionalInfo(), setField(), setText, setTimeOfEvent
      GlideImportSetTable addStringColumn(), addDateTimeColumn(), create()
      GlideImportSetTransformMap addDateTimeTransformEntry()addTransformEntry(), create()
      IdentificationEngineScriptableApi createOrUpdateCIEnhanced()
      IEventSender getQueueSize(), isFullQueue(), sendEvent()
      MLSolution applyPrediction(), getCapability(), getClusterInfo(), getClusterAssignments(), getClusterForRecord(), getVersion(), isActive(), predict()
      MLSolutionFactory getSolution()
      MLSolutionUtil getPredictions()
      SNEventSenderProvider getEventSender()
      Table 3. New REST APIs and additional endpoints to existing REST APIs
      Class Methods
      CI/CD
      • GET /sn_cicd/progress/{progress_id}
      • GET /sn_cicd/testsuite/results/{result_id}
      • POST /sn_cicd/app_repo/install
      • POST /sn_cicd/app_repo/publish
      • POST /sn_cicd/app_repo/rollback
      • POST /sn_cicd/plugin/{plugin_id}/activate
      • POST /sn_cicd/plugin/{plugin_id}/rollback
      • POST /sn_cicd/sc/apply_changes
      • POST /sn_cicd/testsuite/run
      CMDB Data Ingestion API POST /api/now/cmdb/ingest/{data_source_sys_id}
      HR Core GET /sn_hr_core/hr_rest_api/get_usa_employee_profile
      Predictive Intelligence API GET /api/now/agent_intelligence/solution/prediction

      Advanced Risk

      Integrate Project Portfolio Management with advanced risk assessment
      Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Advanced Risk Assessment > Advanced Risk Assessment. The default setting for this property is No. Only users with it_pps_admin or risk_admin roles can enable this property.
      Integrate Application Portfolio Management with advanced risk assessment
      Version: 11.0.1: Enable customers to manage their digital risks with business applications by using the application risk management capability. This capability allows the management of the complete risk life cycle of a business application including general data collection about the application, application inherent risk assessment, applicability of the appropriate policies, regulations and controls, and implementation and monitoring of controls. The integration of the GRC workflow with the business application reduces the communication barriers and reduces the information silos in the two organizations. This reduction of barriers reduces the overall effort in management of business applications. To use this feature, ensure that you have the APM application, Application Portfolio Management integration with Policy and Compliance and Application Portfolio Management integration with Risk Management installed.
      Core enhancements made to Advanced Risk Assessment
      • Version: 11.0.1: Operational Risk Management dashboard View the complete risk posture for the enterprise in a single consolidated report. The enhanced dashboard brings information from various modules including issues, indicators, and control testing. The dashboard has key metrics which help in analyzing and tracking the performance of these measures over a period.
      • Version: 11.0.1: Enable or disable risk response workflow: Decide if you want to enable the risk response workflow in your risk assessment. By default, the risk response workflow is enabled.
      • Version: 11.0.1: Copy factors and risk assessment methodologies: Modify your risk assessment methodology and factors by creating a copy of the record. The option to copy allows the system to create a true copy of the underlying record including all the related lists. This action saves the time of risk administrators as they do not have to create the records from the beginning each time.
      • Version: 11.0.1: Retire a risk assessment methodology: Retire the legacy risk assessment methodologies that are no longer active. This enables easier management of risk assessment methodologies.
      • Version: 11.0.1: Schedule risk assessments: Automatically initiate risk assessments by using the risk assessment scheduler. Select the entities, define the assessors, and define the frequency. This is useful and time efficient for the risk managers who do not have to manually initiate assessments.
      • Version: 11.0.1: Cancel or recall a risk assessment: Recall a risk assessment if there's any change or the risks no longer must be assessed. After a risk assessment is recalled, the risk assessors are notified and the tasks no longer appear in the assessors queue.
      • Version: 11.0.1: Create ad hoc risks and controls during assessment: Create risks and controls during risk assessment. This flexibility is useful for the risk administrators when they configure the risk assessment methodology. This is also useful for the customers as they have greater control on their assessments.
      • Version: 11.0.1: Assess risk assessments with the business user role: Allow any user with the sn_grc.business_user role to assess and approve risk assessments. This simplifies the task of a risk administrator who does not have to assign roles to each user who wants to perform a risk assessment.
      • Version: 11.0.1: Assess risks at any level of the risk statement hierarchy: ​ Associate entities and entity types, along with indicator templates, at any level of the risk statement hierarchy. This is useful for risk managers while assessing risks as they can perform risk assessments for the top-level risks.
      • Version: 11.0.1: Manage risks linked to the same risk statement and entity​: Create and associate multiple risks to the same risk statement and entity combination. This feature benefits the risk managers and the entity owners. The risk managers can define the risk taxonomy according to their requirements. The entity owners can also identify risks for their entity and link them to the enterprise risk taxonomy thus ensuring orphan risks are not created.
      • Version: 11.0.1: Use control guidance for individual assessment of controls: Use the control guidance when assessing controls to get assistance on how to respond to a factor.
      • Version: 11.0.1: Integrate advanced risk assessments with risks, controls, and entities: Minimize complexity for the customers so that they do not have to keep track of the legacy risk assessment method and the advanced risk assessments. Enable the Migrate to Advanced Risk Assessments property to eliminate the legacy views on the risk form. This new property enables a new section called Assessment Summary where users can view the risk scores and the risk response for the primary risk assessment methodology.
      • Version: 11.0.1: Track assessment due dates with notifications and reminders: As a risk administrator, specify how many days before a risk assessment is due an email must be sent to the assessors. The risk administrators can also specify how many days after the assessment is overdue must the assessors be notified. The date is also displayed on the risk assessment form with a red color code that draws immediate attention to the delay and is useful for tracking.
      Assess any record or object using Advanced Risk Assessment
      Version 10.1: Use Advanced Risk Assessment to assess any record or object. You can enable your users to assess any object or record ServiceNow® without having a notion of risk or the entire GRC setup.
      Assess risks using automated factors
      Version 10.1: Assess risks by automatically fetching data from any of the data sources, such as tables or database views, using automated factors. These automated factors help you to automate the risk assessment process so that you don't have to rely on manual inputs.
      Report risk events from upstream applications
      Version 10.1: As a risk administrator, configure the risk event integration so that users can report risk events directly from upstream applications such as Security Incident Response, Incidents, Customer Case Management, and HR Case Management. With this integration, customers can easily push these events into the risk event database.
      Assess risks using Advanced Risk Assessment
      Version 10.0: Use Advanced Risk Assessment to assess the risk posture of an entity that can be an organization, an asset, or a project. Advanced Risk Assessment enables you to configure multiple types of risk assessments in a single application and use it for risk assessment. You'll be able to define the assessment criteria including manual factors, scoring logic, and reporting preferences. This feature provides a single integrated risk assessment engine for all of your organization's risk assessment requirements.
      Quick start tests for Risk Management

      Version 10.0: After upgrades and deployments of new applications or integrations, run quick start tests to verify that Risk Management still works. If you customized Risk Management, copy the quick start tests and configure them for your customizations.

      Automate risk event response

      Version 9.0: Automate the process of adding approvers, issues, and owners to a risk event using the risk event response templates. The template reduces the need for human intervention in handling risk events each time a risk event is created. The template also automatically defines the life cycle of the risk event and how users respond to it.

      Enable Basel reporting

      Version 9.0: Use the Basel categorization specifically for banking and financial domains. Enabling Basel categorization helps you comply with the Basel regulations for mandatory sharing of Basel reports with external regulators. As a business user, you can choose to enable or disable the display of the Basel dashboard.

      Performance analytics dashboard

      Version 9.0: View comprehensive data for risk events and risk hierarchy using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.managers role. To view data for any time period other than the previous six months, you must purchase and install the Performance Analytics Premium plugin (com.snc.pa.premium).

      Configure risk event integration

      Version 9.0: Integrate any ServiceNow® application with risk events to simplify reporting and recording of risk events across your organization.

      Enable ORX integration

      Version 9.0: Enable the Operational Risk data Exchange (ORX) integration property for banking customers. ORX is an industry consortium primarily used in the financial sector for sharing loss events with other financial organizations. ​The loss event information that's shared between organizations serves as an external market alert for users to understand the risks in the market.

      Specify risk tolerance for aggregated risk report

      Version 9.0: Specify the expected ALE and maximum acceptable ALE values in the manage aggregated risk report. This information enables viewing of the risk tolerance status in the aggregated risk report. Compare the performance of an entity for a risk statement against the defined threshold.

      Miscellaneous improvements
      • Viewing My Risk Events--Version 9.0: Report risk events and quickly view the events that you've reported in the ServiceNow® Service Portal under My Risk Events.
      • Addition of cause and consequence library for risk events--Version 9.0: Add causes and consequences of risk events in the cause and consequence library. This centralized library contains the possible causes and consequences that can lead to a risk event. This information helps in the risk analysis, risk prediction, and prevention of risks.
      • Ability to select currency while reporting risk events--Version 9.0: Select the currency when you report risk events.
      • Relate risks events to risk and relate risk statements to risks--Version 9.0: Relate risk events to risks and relate a risk statement to a risk. Establishing this relationship is important for all organizations that use the ServiceNow® Risk Management application. Establishing this relationship provides data for future risk assessment and is also useful for accurate reporting and prevents the creation of orphan risks.
      • Rapid recovery classification--Version 9.0: Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that's generally made in five days. You can modify the default number of days rapid recovery classification.
      • Automatic classification of near miss events--Version 9.0: Automatically classify a near-miss event. Based on preconfigured business rules, the system automatically flags a risk event as a "Near Miss." You can also specify the reason for the near miss.
      • Gain event classification--Version 9.0: Track risk events that don't lead to losses but to actual gains. A risk event result can also result in a financial gain for your organization. Track such events to understand which controls are effective, or which risk becomes an opportunity.

      Advanced Work Assignment

      Advanced Work Assignment dashboard for operations

      Use the AWA operations dashboard to get real-time visibility into key metrics so that your agents can effectively support customer needs. This dashboard shows real-time information about agent presence states, total agent capacity, and the number of work items that are in the agent queues. This dashboard allows queue managers, customer service team managers, and channel owners to monitor queues, assignment groups, and service channels.

      Agent Affinity

      Assign work items to the agent who is best suited to fulfill the request by configuring Agent Affinity. Agent Affinity assigns work items that are based on an agent's history with a customer, whether an agent has fulfilled past assignments for a similar task, and if the agent's account team has fulfilled past assignments.

      Monitor chat conversations

      Monitor agents during live chats between agents and requesters. Supervisors can also join the chat and enter messages that can be viewed by the agent and requester.

      Work item context handling

      Configure queue routing rules that use context variables in a condition builder. If you're using Virtual Agent, you can also specify the context variable to be used for topic intent discovery.

      Work item sizing

      Define work item sizing for a service channel. The assignment algorithm uses work item sizing to determine if an agent has the capacity to handle the assignment.

      Support domain separation for interaction object
      Domain separation for the interaction object was supported by adding the company field to the interaction table and adding these business rules:
      • The domain field is populated with the value from the company field.
      • If the company field is empty, it is populated with the value from the Open for [open_for] user's company.
      • If the Open for [open_for] user is a guest user, the domain field is set to the value in the default domain. The company field will be empty.

      Agent Workspace

      Customize Agent Workspace
      • Build a custom landing page

        Create your own landing page for Agent Workspace by using Now components. Now components include lists, containers, and Performance Analytics and Reporting data visualizations. Add the components that you want and put them in the location that you want on the page. With this feature, you have complete control over the look and feel of your landing page.

      • Add custom components

        Add Now components to the ribbon, form pane, field decorators, list actions, related lists, modals, and related items to improve your agents’ efficiency.

      • Develop components for Workspace

        Develop custom components to add to your Workspace using the Now® Experience UI Framework and the Now® Experience CLI. Improve agent efficiency by allowing them to communicate in one interface and avoid switching between multiple tools.

      • Customize the logo

        Instead of using the logo supplied with Agent Workspace, use your company's name or logo.

      • Change the colors of Agent Workspace

        Select two colors to make Agent Workspace reflect your company's color branding.

      New form features
      • Secondary values in form headers can be conditional

        You can create conditions that make secondary values in form headers appear or not appear. For example, you can make the Assigned to secondary value appear only if the issue is assigned to the agent looking at the record.

      • Improved Form section navigation

        Forms often display many fields. Now, you can use the menu icon (menu icon) to jump to sections in the form pane rather than scrolling to them.

      • New workspace view rules
        • Specify the order of items in the Related Items menu

          You can customize the default ordering of items in the Related Items menu. The default order is Details, which is the form data, then zero or more related items, and finally one or more related lists.

        • Specify the default focus for related items and lists

          You can specify which item in the Related Item menu is in focus when a record opens. The default is Details. Also, you can make the focus conditional.

        • Specify default Form pane section focus

          You can configure which section your agent sees first in the form pane. By default, the first section of an item appears in the form pane when it opens. If you want an agent to see a different section first, you can set that up. For example, if agents need information in section 11 of a related list whenever the condition State is On hold is true, you can display section 11 instead of section 1.

        • Hide Details and UI actions

          You can hide the Details and UI actions in forms for people who are not required to see record details.

      • Form annotations supported

        You can annotate forms in the form pane. Form annotations work the same as they do in the Now Platform.

      • More field types are supported in modals

        The field modal supports two additional field types: glide_list and HTML. These field types join the types that are already supported: string, textarea, choice, reference, and Boolean.

      New list features
      • Agent Workspace supports column filtering with choice type fields

        When an agent filters a column that is in the sys_choice table, Agent Workspace displays a pop-up window with the fields to filter by. If there are more than 10 fields, Agent Workspace displays a Filter field in the pop-up window so that the agent can easily find the fields to filter on.

        Search for fields to filter by

      • Agent Workspace supports database views in lists.

        Agent Workspace now supports database views in lists. In previous versions, some lists would load endlessly.

      • Add records to a related list

        The multi-record associator enables agents to add records to a related list. When an agent selects the Add Workspace action in a related list, a modal appears that enables them to select one or more records to add them to the related list. Currently, the component only supports many-to-many table relationships.

      • Highlight list fields

        You can highlight fields in lists of records to call agents' attention to them. For example, you might make the background red for Priority values that are Critical. This functionality replaces Field Styling. You can't automatcially convert Field Styling configurations into highlighted list fields. Highlighting definitions are per workspace, not per instance.

      • URL support

        Previously, the only fields in lists that worked as links were type and reference fields. As of Orlando, URL field types now work as links in lists. Clicking the URL opens the link. Workspace validates that the URL value starts with http:// or https://.

      • Record selections are not cleared when moving to a new page of records in the same list

        Previously, when agents selected a record on a page and then navigated to another page, their selections were cleared. Workspace no longer clears these selections.

      • Large lists of records display faster

        You can reduce the load times of lists for very large tables by removing the calculation of the total number of records in those lists.

      New Agent Assist features
      • Multiple Agent Assists

        You can create multiple Agent Assists in the form pane. Each Agent Assist would use a different information source such as a knowledge base or employee records.

      • Dynamic filters

        Set up dynamic filters that are based on field values in a record. For example, change the search results automatically when an agent changes a field in a record that is open in a workspace.

      • Change the title shown on Agent Assist

        Instead of having Agent Assist as the title, you can change it to something more relevant to your agents.

      • Agent Assist searches with empty search criteria

        Agent Assist uses a field that you specify, usually, Short Description, to populate search results when you open a record. In the past, if that field was empty, Agent Assist wouldn't run the search at all. Now, you can use the Allow search with empty search text search field to search even when there is no Search Field specified or when Search Field is empty. For example, human resources can use this feature to list all employee documents in Agent Assist. Then, agents can use the search field to refine the list. For example, agents can filter on 401k.

      • Agent Assist personalizes searches

        Agent Assist can now watch the value of a record field and return results based on that value. For example, human resources (HR) can use this feature to show employee documents that are based on the value of the Caller field in an open HR Case record.

      • Agent Assist supports more Search Resources

        Previously, Agent Assist supported the search resources, Knowledge and Service Catalog. Now, you can use many more sources of information in Agent Assist searches. For example, you can search through Open incidents, Resolved incidents, Outages, Open problems, and more. You can list them by navigating to Contextual Search > Additional Resources.

      New interface features
      • New field types
        Form controls now support the following field types:
        • Percent Complete—Enables agents to input percent values, including decimals and negatives. The value appears with a percent sign (%).
        • IP Address—Supports v4 and v6.
        • FX Currency—Allows positive or negative values in this field type.
      • New tag operators
        Tag filtering has new operators:
        • Have—Includes records with specific tags.
        • Does not have—Excludes records with specific tags and records with no tags.
        • Excluding—Excludes records with specific tags, but includes records with no tags.

        Tag filters have additional filtering operations

      • New date range picker

        Enable agents to select a range of dates.

        Date range picker

      • Drag and drop events to reschedule them on calendars.

        Reschedule events by simply dragging and dropping them into a new timeslot on calendars.

      • Reference picker enhanced
        As an agent enters text in a field, the text becomes highlighted as follows. If the input matches:
        • Both the secondary and primary values, Agent Workspace highlights only the primary value.
        • Only the secondary value, Agent Workspace only highlights the secondary value.

        Text becomes highlighted depending on the input

      General Agent Workspace enhancements
      • Agents can share an Agent Workspace view with other agents by using links.

        Agents can send the URL in their browser to another agent so that the two agents can look at the same record in Agent Workspace.

      • Configure Agent Workspace components from the Settings menu
        In the Settings menu under the profile image, two new menu items provide you with shortcuts to configure the workspace and forms:
        • Configure Workspace—Opens the workspace configuration page.
        • Configure Page—Appears when the page content is a form. This menu item takes you directly to the pages that you use to configure the displayed form.

        Using these menu items is easier than navigating to the configuration pages using the application navigator.

      • Knowledge Management now included in Agent Workspace

        Knowledge Management functionality is now included in Agent Workspace. You can read about its Orlando features in its release notes.

      • Specify the maximum number of characters for field values exported to Microsoft Excel

        The glide.us.export.choice_list_max_characters system property sets the maximum number of characters in Condition field values when you export them to Microsoft Excel. For example, if Condition field values were truncated during export, you can increase the maximum number of characters exported. This property does not affect the size of fields in records.

      New Agent Chat features
      • New Agent Chat virus scan

        Uploaded files in Agent Chat are now scanned and flagged when infected. When an infected file is uploaded by an agent, a card appears indicating that the file is infected, and can't be forwarded to anyone.

      • Agent names and avatars in Agent Chat

        Agent names and avatars can now be configured to represent agent identities when visible, or when set to anonymous, to display a generic agent identification.

      • Set up an audible chat or inbox alert

        An audible alert can now be set to notify an agent when a new chat or item arrives in their inbox.

      • Show phone, chat, or walk-up icon on phone interaction tab

        Agents can now see the active status of interaction tabs. Agents can now know the interactions that are currently in progress.

      • Interaction auto-logging of context related to table records

        Agents can now have records associated to a chat through context added as related records to a chat.

      • User Wait Time shown in Agent Chat window

        When a user initiates a chat with a live agent, they can now see an estimated wait time to talk with an agent. The wait time is set by an administrator in Chat Setup.

      • Pre-chat and post-chat surveys

        Display a pre- and post-chat conversation topic in the chat client (Service Portal chat widget and Virtual Agent messaging integrations) that presents requesters with a conversational questionnaire. Pre-chat surveys gather information that can be used to route requesters to qualified agents. Post-chat surveys enable requesters to provide feedback on the chat experience. You design the questionnaires using the ServiceNow Survey Designer.

      Agile Development 2.0

      Work Progress Status for Agile Teams

      Work Progress Status for Agile Teams provides a green, yellow, red (GYR) progress status on Agile 2.0 epics to indicate whether the work is likely to be completed by the epic's planned end date. It also provides an estimated completion date based on the rates at which the scope of work is changing and the work is being completed.

      Agile Development v2 mobile app
      Track and update your stories and scrum tasks of the current sprint, of the assignment groups that you are a part of. From your mobile device, you can do the following:
      • Track all stories and scrum tasks for the current sprint.
      • Update the details of stories and scrum tasks of the current sprint.
      • Create scrum tasks for the stories of the current sprint.
      • Add work notes and attachments to your stories and scrum tasks.
      Atlassian Jira Integration for Agile Development

      Enable bidirectional synchronization of records between Atlassian Jira and ServiceNow® Agile Development 2.0 by integrating the two applications.

      When you integrate projects and boards from Jira with Agile Development, you can:

      • Synchronize work items between Jira and Agile Development.
      • Plan, track, and update your work from a single application.
      Microsoft Azure DevOps Integration for Agile Development

      Enable bidirectional synchronization of records between Microsoft Azure DevOps and ServiceNow® Agile Development 2.0 by integrating the two applications.

      Integration of Azure DevOps to Agile Development enables you to do the following:

      • Synchronize work items between Azure DevOps and Agile Development.
      • Plan, track, and update your work from a single application.
      Scrum Programs

      Plan and track the work of multiple teams that are working together, either towards a common outcome or on an ongoing basis. These teams can have synchronized or varied sprint cadences, and be involved with work outside of the common program.

      With Scrum Programs, you can use a centralized view to:
      • Plan and compare workload of multiple teams across sprints.
      • Set, view, and adjust dependencies between stories across multiple teams.
      Performance Analytics Content Pack for Agile 2.0

      Improve your Agile processes and practices using preconfigured dashboards for Agile sprints, releases, teams, and epics, with data visualizations.

      Quick start tests for Agile Development 2.0

      Validate the continued functionality of Agile Development 2.0 after any configuration change such as an upgrade or after developing an application.

      All test suites and tests must pass on default implementation. To validate a custom implementation, copy the automated tests and configure them according to your customizations.

      Agile Development v2 app

      Track stories of the current sprint

      From your mobile device, track all stories of an assignment group including the stories that are assigned to you from multiple assignment groups. Get notified when work notes are added to your stories.

      With a swipe, you can choose to update the status of the story or add work notes to the story.

      Update stories from your mobile device
      • Update the fields of state, short description, story points, assigned to, priority, and the sprint to which the story belongs.
      • Add work notes and attachments.
      Track scrum tasks of the current sprint

      From your mobile device, track all scrum tasks of an assignment group including the scrum tasks assigned to you from multiple assignment groups. Get notified when work notes are added to your scrum tasks.

      With a swipe, you can choose to update the status of the scrum task or add work notes to the scrum task.

      Create scrum tasks for stories

      Add scrum tasks to stories of the current sprint, from the mobile app.

      Update scrum tasks
      • Update the fields of state, task short description, description, assigned to, actual hours, and priority.
      • Add work notes and attachments.

      Application Management

      Notifications to administrators

      Notifications are sent to the users of your ServiceNow instance regarding the application tasks to be performed or application updates. Users with permissions to access the All Available Applications module, can click the required notification to perform the necessary actions. Also, Connect messages are sent to administrators when certain application management actions should be performed. To receive the messages, set the value of the com.snc.unified_plugin.connect.notification.enabled property in the System Property [sys_properties] table to True.

      Accessing recommended applications
      Access the list of recommended applications that are available on ServiceNow Store from your ServiceNow instance.

      Application Portfolio Management

      Hardware life cycles and risks displayed in the TPM timeline

      Associate hardware models with application services using the suggestion engine. The risk engine then evaluates the risks of your hardware. You can view the risks that are rendered on the TPM timeline in the By Business Application view.

      GRC controls on business applications
      Create controls and determine your business applications that should comply with the control to protect your business from key risks, ensure operational effectiveness of your applications, and support and regulate compliance requirements.
      APM standalone – plugin separation
      Activating the Application Portfolio Management (com.snc.apm) plugin installs the Demand Core (com.snc.demand_core) plugin to access features that aid in planning, organizing, and managing demands. APM also activates the Performance Analytics plugins that are required to access dashboards, performance analytic metrics of business applications related to change requests and problem management.
      Risk management for business applications
      Integrate Application Portfolio Management (APM) with Governance, Risk and Compliance (GRC) to simplify the work of application owners and IT risk managers by identifying the risks associated with business applications and adding the controls necessary to mitigate the risks.
      Quick start tests for Application Portfolio Management

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Application Portfolio Management still works. If you customized Application Portfolio Management, copy the quick start tests and configure them for your customizations.

      Assessments and Surveys

      Validation for a chat survey

      Use the Chat Survey field to restrict the type of survey questions that can be added to a chat survey.

      Topic block for surveys in ITSM Virtual Agent

      Design a Virtual Agent conversation using the Survey topic block.

      Enhancements to survey capabilities in ITSM Virtual Agent
      • Dependent survey fields are supported.
      • The following metric types are supported:
        • Attachment
        • Boolean
        • Check box
        • Choice
        • Date
        • Date/Time
        • Image scale
        • Number
        • Numeric scale
        • Percentage
        • Scale
        • String
      • Introduction and end notes of a survey are supported.
      Normalization score for a multiple selection metric

      Calculate the normalization score for a multiple selection metric by defining the weight of the question and the score for each response of the metric. This score provides data for risk assessment.

      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.

      Audit Management

      Audit Evidence Request
      GRC: Advanced Core, Version 11.0.3: Request supporting documents during an audit. You can electronically request the information that you need from the first and second lines of defense. The individuals being audited can then immediately upload their documents to the system, significantly reducing manual processing time.
      Audit Observations
      Version 11.0.1: Create audit observations while conducting control testing, interviews, walkthroughs, and other audit activities. Observations are used to bring significant issues to the attention of audit managers. The audit teams review the observation to determine if it is a reportable issue or can be tracked as a recommendation, or an observation, or a best practice. Work with the auditee in the system or offline to review the observation and the action plan for the reportable issue.
      Audit Milestone
      Version 11.0.1: Use audit milestones to track the progress of your engagements. You can also add audit tasks to the milestone and track the completion of the milestone based on the completion of those tasks.
      Audit Plan
      Version 11.0.1: Plan all your audit engagements in a systematic and logical manner by creating an audit plan. An audit plan enables the audit teams to plan their annual, semi-annual, quarterly, and multi-year audits and engagements better.
      Resource and Cost Planning: Advanced planning integration with Project Portfolio Management
      Version 11.0.1: Use the advanced planning capabilities to conduct detailed resource and cost planning by integrating engagements with projects from project portfolio management (PPM) application. The planned expenses, planned resources, actual expenses, and actual resources from resource and cost plans are rolled up to the engagement and the parent audit plan.
      Audit Manager dashboard

      Version 10.1: Use the Audit Management dashboard to provide audit managers with the latest view of the audit engagements and related audit activities. This dashboard is available from the Audit Management application and provides an overview of the audit tasks, control tests, the current state of issues, and remediation tasks.

      Quick start tests for Audit Management

      Version 10.1: After upgrades and deployments of new applications or integrations, run quick start tests to verify that still works. If you customized , copy the quick start tests and configure them for your customizations.

      Authentication

      Enable password policy controls for local accounts
      Enable password policy controls to automatically apply password policies for your instance. You can also track the password history and facilitate resetting passwords.
      Custom authentication algorithm for outbound signing requests
      Configuring an authentication algorithm enables you to sign outbound HTTP requests.
      Remember browser for Multi-Factor Authentication (MFA)
      Set a time span, in hours, that a browser remembers an MFA login. MFA doesn't prompt a user for authentication during the specified time period. The default is 8.

      Automated Test Framework (ATF)

      Copy an automated test suite
      Reduce time in creating tests by copying an entire test suite. Rename and modify the test suite after copying. The Copy Test Suite button on the Test Suite form copies all the nested tests and child test suites within the test suite.
      Custom UI test steps
      Test workspaces using the Form category test steps. The Custom UI category steps don't support available workspace.
      List and Related List
      Validate the functionality and visibility of records and UI actions in lists and related lists.
      Validate Related List Visibility
      Validate the visibility of the selected related lists on a form.
      Apply Filter to List
      Apply a filter to a list to find the required record.
      Validate Record Present in List
      Validate the presence of a record in a list. A valid form must be open and the list containing the record must be visible to proceed.
      Open a Record in List
      Open a specific record in a list.
      Validate List UI Action Visibility
      Validate that a UI action is visible in a list. If you're impersonating a user, the visibility of a UI action can change depending on the user being impersonated.
      Click a List UI Action
      Select a list UI action in a list on a form.
      Email category
      Use Automated Test Framework (ATF) to test email notifications, outbound email flows, and inbound email responses.
      Validate Outbound Email
      Verify that a certain outbound email exists by searching for it in the Email [sys_email] table.
      Validate Outbound Email Generated by Flow
      Verify that a certain outbound email exists by searching for it in the Email [sys_email] table. Use this step to test that a flow is triggered as expected.
      Validate Outbound Email Generated by Notification
      Verify that a certain outbound email exists by searching for it in the Email [sys_email] table. Use this step to test that an email notification is triggered as expected.
      Generate Inbound Email
      Create an email record that looks like an email that's sent to your instance. Use the email record to test an inbound email flow or an inbound email action.
      Generate Inbound Reply Email
      Create a reply email record to test how the system handles a user response to an email notification.
      Generate Random String
      Generate a string of random alphanumeric characters that you can use as test data for another step.

      COVID-19 Global Health Data Set

      Access global COVID-19 data
      View the latest COVID-19 data and sort the information by date, location, state/province, and country. Build reports or export the data to use for your own analysis. Use the geolocation map component to visualize the daily updates.
      Track new data
      Track new confirmed COVID-19 cases along with your employee and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Change Management

      New conflict property for handling schedule time

      Handle contiguous change requests that have overlapping schedules that could result in conflicts by using the new conflict detection property change.conflict.allow_contiguous_changes conflict detection property. For upgrade customers, this property is set to false.

      New Execution field on the Change Approval Policy form
      Gain greater management and control over the order and application of change policies and policy decisions. A new Execution field has been added to the change form that enables you to choose which decisions to use and in which order:
      • First decision that matches: Uses the answer of the first matching decision in ascending order.
      • Run all decision that matches: Uses all matching decisions.
      Enhanced ITSM Agent Workspace for Change Management
      Use the new and improved ITSM Agent Workspace for Change Management to initiate change requests. The new workspace provides an improved user experience with regards to change initiation.
      Mobile experience for Change Management
      Manage your change tasks from anywhere using the ServiceNow Agent mobile application. You can stay connected and access needed information in real-time to complete your tasks.
      Agenda items paging in CAB workbench
      Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.
      Search attendees in CAB workbench
      Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.
      Quick start tests for Change Management

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

      Cloud Insights 1.3

      Government cloud service accounts are supported
      You can add government cloud service accounts for AWS and Microsoft Azure to your Cloud Insights setup.

      Cloud Management

      Domain Separation in Cloud Management

      Set up domain separation for Cloud Management to segregate and manage cloud infrastructure and assets belonging to different tenant organizations with data separation requirements in the same instance. Create MID Servers for separate customers and set up a domain hierarchy, policies, groups, and catalogs with domain-specific permissions to achieve data separation.

      Quick start tests for Cloud Management

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

      Coaching

      Quick start tests for Coaching

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Coaching still works. If you customized Coaching, copy the quick start tests and configure them for your customizations.

      Common Service Data Model

      The following attributes have been added to the configuration_item [cmdb_ci] class in the Configuration Management Database (CMDB)These CMDB attributes are required for migrating to the CSDM.
      Environment attribute
      • New attribute on the cmdb_ci table
      • Value choices are: Prod, Test, or Dev
      • Use case: Identify the environment that the configuration item (CI) supports. Previously, the “used for” attribute identified the environment but it was at the cmdb_ci_server tablel evel. This new attribute identifies other items such as hardware, software, and containers.
      • Description: “Environment” is the deployment tier within a computer system. Common examples include Development, QA, and Production.
      Managed by group attribute
      • New attribute on the cmdb_ci table
      • Value: Reference to group table in ServiceNow
      • Use case: Identify the group responsible for managing the CI data
      • Reason for this new attribute: The base attribute is “Managed by,” which references the user table. However, some customers have requested a group-referenced attribute. Previously, you may have filled this need by modifying the CMDB “Managed by” attribute to reference the sys_user_group or may have created a custom attribute.

        Also, if you have modified other related attributes such as the Approval group, Assignment group, and Support group attributes, we can't modify these related attributes. This means that you may not get the full benefit of the "Managed by group" attribute.

      Internet Facing attribute
      • New attribute on the cmdb_ci_hardware table
      • Value: Boolean (True or False)
      • Use case: The Internet Facing attribute indicates whether the CI is inside or outside the DeMilitarized Zone (DMZ). Customers want to know if their tools (for example, Puppet) or ranges of IP addresses are inside or outside the DMZ. Currently, the FireWall attribute in the cmdb_ci_server table provides this identification but at a different level. This new attribute identifies not only hardware, but also CIs such as containers not associated with hardware.

      Communities

      Search for content within a community forum
      Search for content within a forum.
      Search enhancements
      Search functionality is enhanced to display the forums, topics, and profiles that match the keyword. You can also filter your search results based on these additional categories.
      Disable comments
      Disable comments on a blog, document, video, event, and question to prevent users from posting unwanted comments.
      Schedule a blog in the community
      Schedule a blog to be published at a specific date and time.
      Schedule an event in the community
      Schedule an event to be published at a specific date and time.
      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 remediation target rules (v 11.1)
      With remediation target rules you define, set the expected time frames for remediating test results. Send notifications to users and groups when target dates are approaching and when they are past due.
      Create CIs with the Identification and Reconciliation Engine (IRE) 11.1
      Use IRE to create new CIs in the CMDB when an existing CI cannot be matched with an imported host from third-party vulnerability assessment product.

      The CMDB CI Class Models app dependency for this feature is installed automatically with v 12.1 of Vulnerability Response.

      11.1 Exception management for Configuration Compliance
      Request to defer the remediation of test results or test result groups for a specified period. Request, review, and approve exception requests with an approval workflow consistent with Vulnerability Response.
      Risk score and risk rating rollups and reapply (v 101.3)
      View the most current risk scores and risk ratings on configuration tests and test result groups using risk rollup calculators. This new calculator group rolls up the risk scores of test results to test result groups and configuration tests. Use risk scores and risk ratings to assess the relative risks and potential impact that known configuration vulnerabilities pose to your organization. Adjust calculators and recalculate scores easily using the reapply feature to better understand your scoring models and ensure accurate results.
      Configuration Compliance assignment rules overview (v 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 (v 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 (v 9.0)
      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 Management Database (CMDB)

      Convert business services to application services in bulk

      Convert a set of legacy business services to application services in a single operation. Using bulk conversion, you can leverage dynamic services that synchronize with CI changes.

      Application services streamline the different types of services in your organization. Also, you can apply ITOM capabilities, such as viewing the service history and monitoring the service health, to application services.

      Apply the Principal Class filter to list views of CIs
      Display only the CIs from specific CMDB classes when you apply the CMDB Principal Class filter to CI list views. Set specific classes as principal classes so that they are included in the filter and only CIs from those classes appear in list views where you applied the filter.
      Create a dynamic report in CMDB Query Builder

      Create a report in CMDB Query Builder that dynamically updates when the saved query that it is associated with runs. Therefore, this report is always synchronized with the latest results of the query.

      You can manage a dynamic report like any other report in Reporting, and you can attach it to a Performance Analytics dashboard.

      CMDB Health view
      Use the system property glide.cmdb.health.src.top_10_cache_time_in_minutes to improve the performance of the CMDB Health view in the CMDB dashboard. You can increase the default value of 30 to extend the browser caching time for the widgets that list the top 10 incident, alert, and change generating CIs.
      IntegrationHub ETL store app
      Use the IntegrationHub ETL store app to manage ETL transform maps that integrate third-party data into the CMDB. IntegrationHub ETL is a wizard-like interface that guides you through the entire integration process, including a test run of sample data. You can also use the IntegrationHub ETL to customize pre-defined ETL transform maps provided by ServiceNow® or vendors.
      Quick start tests for 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 Support

      Scripted extension point for Connect Support chats
      Use the ConversationServerInteractionService extension point to create custom scripts that use chat context from pre-chat survey information provided by users in the chat client for Agent Chat (Live Agent and ServiceNow® Virtual Agent). Use these scripts to route chats to Connect Support chat queues.

      Contact Tracing

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

      Contextual Search

      Personalize searches

      In addition to the ability to use the value of a record and return knowledge results based only on that value, you can now also use the value of a record field and return table-based additional resource results based only on that value. For example, human resources (HR) could use this feature to show employee documents based only on the value of the Caller field in an open HR Case record.

      Predictive Intelligence for Contextual Search

      The Predictive Intelligence Similarity capability for Contextual Search has been moved into a dedicated plugin named Predictive Intelligence for Contextual Search (com.snc.contextual_search.ml). If you have access to Predictive Intelligence, you can now decide whether you want to activate the ability to use machine-learning algorithms for searching with Contextual Search.

      Continual Improvement Management

      Continual Improvement Management Integration with Incidents in Workspace
      Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.
      Continual Improvement Management Integration with Problems in Workspace
      Create an improvement initiative from a problem to track and manage tasks for improving a service or process, or tasks related to the problem.

      Continuous Authorization and Monitoring

      Authorization boundaries
      Define authorization boundaries.
      Common control overlays
      Define a common control overlay, which may include the creation of controls and acquiring approvals for them.
      Authorization package
      Define an authorization package and take it through the 7 RMF steps built by NIST and mandated by the federal government.
      POA&M
      Define Plans of Action and Milestones for the package.
      Continuous Monitoring
      Get approval to operate and perform ongoing authorization via continuous monitoring.
      Quick start tests for Continuous Authorization & Monitoring

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Continuous Authorization and Monitoring still works. If you customized Continuous Authorization and Monitoring, copy the quick start tests and configure them for your customizations.

      Credentials

      Configuration templates

      Enable users with the admin and flow_designer roles to set up spoke integrations with third-party systems using a single, customizable form.

      Custom authentication algorithm for outbound signing requests
      Configure an authentication algorithm to sign outbound HTTP requests.
      SNMPv3 credential support for CyberArk
      CyberArk external credential storage now supports SNMPv3, including the use of privacy keys.

      Currency administration

      Set up and operate FX Currency fields
      Define currency conversions that better support enhanced financial reporting and more transparent calculations. You can set up a configuration for an FX (Foreign Exchange) currency on one table field, and a different configuration for another FX currency field on another table. By using separate tables, you can use specific fields to convert currency instead of converting currency on a global basis across an instance.

      Customer Service Management

      Integrate Customer Service Management with Safe Workplace applications
      Integrate with the ServiceNow®Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE.
      Case management
      • Case types: Enable agents to create the right type of case corresponding to the customer issue. Administrators can use guided setup to create new case types that extend the Case [sn_customerservice_case] table and then manage the setup and information for the case types through a central view.
      • Customer Project Management: Enable customers to manage complex projects with multiple tasks by using Customer Service Management with Project Portfolio Management. Customer project managers can create and manage projects while end customers can view projects and tasks for their accounts.
      • External user approval for change and request records: Enable customers to approve change and request records from the Customer Service Portal.
      • Case entitlement derivation: Provides a configurable way to derive the entitlement based on several fields related to the case record.
      Proactive Customer Service Operations
      • Proactive case flows: Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.
      • Outage tracking for Customer Service Management: Provide your customers with visibility into any outages that exist for their install base, enabling them to assess the business impact caused by outages over time.
      • Service health status: Provide your customer service agents with a view into the real-time service health of an account's install base. Correlate customer issues with the operational health of install bases and provide a faster response to the customer.
      • Priority of cases: The priority of cases created from alerts is set based on the severity of the alert, so that customer service agents can act accordingly.
      • Proactive cases: All major cases, major case candidates, and child cases created internally are automatically managed as proactive cases and can be tracked separately.
      • Proactive Customer Service Operations dashboard: Enable your customer service managers to view outage-specific KPIs on the Proactive Customer Service Operations dashboard to assess the business impact of outages over time.
      Service-aware install base
      • Contracts and entitlements for install base: Associate sold products and install base items to contracts and entitlements to provide your customers with insight into the support they are entitled on the Customer Service Portal.
      • Install base in Agent Workspace: Enable your customer service agents to view a customer’s complete install base in Agent Workspace, including information on the products and services purchased, how they are delivered, and additional components available with the product models. Customer service agents can then provide your customers with the support they need as well as identifying opportunities for upsell.
      CSM Agent Workspace
      • Ribbon configuration: Configure ribbons in CSM Agent Workspace to help agents quickly scan relevant record details. You can configure ribbons for different workspaces and for tables that extend the Case [sn_customerservice_case] table.
      • Response templates: Use response templates in CSM Agent Workspace and quickly add template content to cases and case tasks.
      • Agent Assist: Use the Agent Assist contextual search option on the Interaction form and search for information using these sources: Knowledge articles, Service Catalog, and Communities.
      • Interaction form related lists: Provide agents quick access to recent interactions and open cases for the contact or consumer they are assisting.
      • Highlight list fields: Call an agent's attention to important fields with highlighted fields in lists of records. For example, you can set the background to red for Priority values that are critical. This functionality replaces Field Styling. There is no way to convert Field Styling configurations automatically to highlighted list fields. Highlighting definitions are per workspace, not per instance.
      Communication of AWA presence state changes to OpenFrame (CTI)
      Use events to communicate agent’s presence states to the Computer Telephony Integration (CTI) application. CTI application developers can create subscriptions for these events to capture the agent’s AWA presence changes.
      Quick start tests

      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.

      To integrate Customer Service Management into Microsoft Outlook
      • Configure ServiceNow add-in for Microsoft Outlook: As an admin you must configure user roles and download the office add-in manifest file for integrating Customer Service Management for Microsoft Outlook.
      • Install ServiceNow add-in for Microsoft Outlook: As an account facing executive you can install the ServiceNow add-in for Microsoft Outlook to use ServiceNow features such as managing contacts and cases from within Microsoft Outlook.
      • Create a new contact within CSM: As an account-facing executive you can create a contact within CSM using your Microsoft Outlook.
      • View and edit an existing contact within CSM: As an account-facing executive you can view and edit an existing contact within CSM using your Microsoft Outlook.
      • Create a new case: As an account-facing executive, you can create a new case from within your Microsoft Outlook.
      • View and edit an existing case: As an account-facing executive, you can view and edit an existing case from within your Microsoft Outlook.
      Chat Zoom Connector
      Resolve issues quickly and engage better with customers with video and screen sharing options in the Zoom application using the Chat Zoom Connector application.
      Cloud Call Center for CSM
      Provide interactive voice response and calling experiences for your customers and agents by integrating the Amazon Connect service seamlessly with the Cloud Call Center for CSM application.

      DevOps

      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. Integrations include Azure DevOps, Bitbucket, GitHub, GitHub Enterprise, GitLab, Jira, Jenkins, and ServiceNow Agile Development 2.0. JUnit-style test results from Jenkins are supported.

      Customer-managed Change Management

      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.

      Version 1.14: Use different templates for DevOps change requests. You can also customize the ServiceNow Change Management workflow for DevOps using the DevOps Model Change Request flow in ServiceNow Flow Designer.

      Version 1.20: Configure change receipts (in pipeline step change control) so the pipeline doesn't pause. Change receipts do not require approval for the pipeline to proceed.

      Change acceleration for releases

      Version 1.11: Use change acceleration for releases to link all commits and work items in the change request since the last time the app was deployed to production, rather than for a specific pipeline execution.

      Version 1.13:
      • Register artifacts and packages in a Microsoft Azure DevOps pipeline.
      • View test results and artifact versions for the change in a DevOps change request.
      • View the list of release tests after package creation or after artifact creation, and the list of artifact versions from artifact package creation in a DevOps change request.
      • Capture tags from GitHub and Bitbucket coding tool commits.
      Azure DevOps integration

      Version 1.12: Integrate Azure DevOps Boards, Repos, and Pipelines using the ServiceNow DevOps extension for Azure DevOps on Visual Studio Marketplace.

      Version 1.13:
      • Automatically discover Azure DevOps pipelines during orchestration tool setup.
      • Set up custom artifact and package creation tasks in Azure DevOps pipelines for integration with DevOps.

      Version 1.14: Import historical work items (tasks, issues, and epics) for Azure DevOps basic projects.

      Version 1.17: Integrate Azure DevOps without the need to add start and end job notifications to the Azure pipeline. Azure pipeline modifications are needed only for pipeline artifact and change.

      Version 1.18:
      • Automatically create pipeline steps for Azure DevOps when modeling the pipeline in DevOps.
      • Integrate Azure DevOps release (CD) pipelines using the ServiceNow DevOps Release Gate extension, or the Azure Invoke REST API as a pre-deployment gate.
      GitLab integration

      Version 1.16: Integrate GitLab Source Code Management as a coding tool and GitLab Continuous Integration as an orchestration tool to see commits along with pipeline data, for automated change requests, and additional insights.

      Version 1.17: Automatically discover GitLab pipelines during orchestration tool setup.

      Version 1.18:
      • Automatically configure GitLab webhooks during orchestration tool setup.
      • Automatically create pipeline steps for GitLab when modeling the pipeline in DevOps.
      GitHub integration
      Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials.
      Jenkins integration
      Use scripted or declarative code in your Jenkins pipeline. Parallel and sub stages are supported. Configure multibranch change control in a DevOps pipeline 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.

      Version 1.13: Automatically discover Jenkins pipelines during orchestration tool setup.

      Version 1.19: Automatically create pipeline steps for enabled Jenkins pipelines.

      Version 1.20: In the Pipeline UI, view Jenkins pipelines without showing stages that have been skipped due to branch conditions.

      Enhanced data resiliency using DevOps retry policy
      Version 1.19: Enable the DevOps Custom HTTP Retry Policy in ServiceNow flows to add retries to most tool communication. You can also modify the retry configuration to match your needs.
      Cascade delete DevOps objects including tools, repositories, and pipelines
      Version 1.21: Delete Tool, Repository, and Pipeline records and related records when no longer needed. Cascade record deletion is implemented to delete all dependent lower level DevOps records whenever a parent or higher level DevOps entity is deleted.
      Multiple work item support for a commit
      Version 1.22: View linked work items in the DevOps Commit record and the Pipeline UI when you associate multiple work items to a commit using Azure DevOps, Bitbucket, GitHub, or GitLab.
      User-created integrations support for planning, coding, and orchestration tools

      Create subflows in Flow Designer to integrate planning, coding, and orchestration tools not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

      Version 1.9: Connect and discover integration capabilities are also supported.

      Version 1.12: In addition to planning and coding tool integrations, create integrations for orchestration tools. The concept of tool capabilities is added for multi-tool support.

      Version 1.15: Create subflows in Flow Designer to integrate functional and performance test tools that are not included in the integrations provided with the DevOps application. Incoming webhook notifications processing is supported.

      Version 1.20: Use the Jenkins plugin for ServiceNow DevOps to report Selenium tests that are run and published by TestNG. Test type categorization is also supported.

      Version 1.21: Use the DevOps API to access a change request number created in a pipeline for further interaction with the change request from the pipeline.

      Version 1.22: Use the DevOps API to onboard tools and apps.

      DevOps Insights dashboard

      Use the DevOps Insights Standard dashboard to provide visibility into change results, pipeline value stream, and overall DevOps process. The Insights dashboard includes commits, in addition to development, deployments, change acceleration, and system health tabs. Drill into data collected over time and compare data sets to analyze operational and business insights.

      Version 1.14: View stability metrics, including MTTR and service availability, based on incident and service availability records. Use the Performance Analytics Solution Library to easily install and update the DevOps Insights dashboard.

      Version 1.15: View a summary of four DevOps accelerated stability metrics, change failure rate, incidents, outages, and average time for change requests. In addition, view two new change acceleration widgets, including total changes submitted and average time to approve.

      Pipeline UI view

      Use the 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 Pipeline UI can also be accessed from within a DevOps change request.

      Version 1.12: Create more than one pipeline per app.

      Version 1.16:
      • View artifacts of multiple pipelines by app in the Pipeline UI, and filter by pipeline.
      • Click directly into DevOps change requests, step executions, and artifact details in Pipeline UI flyout windows.
      DevOps Integrations application

      Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps, Jenkins, and GitLab orchestration tools with DevOps.

      Version 1.16: Use the DevOps Integrations application to integrate GitLab orchestration tool with DevOps.

      Quick start tests for DevOps

      Version 1.10: After upgrades and deployments of new applications or integrations, run quick start tests to verify that DevOps still works. If you customized DevOps, copy the quick start tests and configure them for your customizations.

      Discovery

      Certificate Inventory and Management application
      Discover and take inventory of all your TLS certificates using Certificate Inventory and Management, keep informed of impending expirations, create certificate tasks via flows to renew expiring certificates, create incidents for already expired certificates, and prioritize certificate importance. This feature helps you proactively manage your certificates and avoid manually tracking large volume of certificates, and prevents costly outages due to expired certificates.
      Make sure the ITOM Visibility [com.snc.itom.vis.license] plugin, Discovery [com.snc.discovery] plugin, and Configuration Management for Scoped Apps (CMDB) [com.snc.cmdb.scoped] plugin are installed and activated and you have upgraded to the Orlando release. You can then download the Certificate Inventory and Management application from the ServiceNow Store. Certificate Inventory and Management allows Discovery to automatically scan for any IP-based certificates on specific ports through your existing Discovery schedules. You can also add individual URLs to a Discovery schedule.

      In Version 1.1.7 Certificate Inventory and Management, you can also scan for certificate authorities (CA) and import certificates from files.

      Loopback adapter filter
      Network loopback adapters on SNMP devices using probes or patterns can be discovered and added to the CMDB by enabling the Discovery property: glide.discovery.allow_loopback_adapters.
      Microsoft Just Enough Administration (JEA) for Discovery
      MID Servers now support Microsoft JEA authentication in order to run basic Discovery. Microsoft JEA enables role-based administration through PowerShell Remoting, which uses Windows Remote Management (WinRM) to manage communication and authentication. PowerShell Remoting is enabled by default on Windows Server 2012 R2 and Windows Server 2016.
      Performance Analytics Content Pack for Cloud Resources
      See the aggregated view of all Cloud resources on this dashboard for combined analytical views and visual summary as well as detail of all your Cloud resources. There are also new analytics tables and views that associate tags with resources so that you can build your own custom dashboards and reports. The Performance Analytics Content Pack for Cloud Resources works with Discovery and Cloud Provisioning and Governance and supports these Cloud providers: AWS, Azure, and VMware.
      Discovery properties

      Control several aspects of the horizontal discovery process through Discovery properties.

      • glide.discovery.certs.cert_admin_user_id: Holds the user ID of the user who will be referenced in the certificate task and incident, created via a Scheduled Job.
      • glide.discovery.certs.days_before_expiration_to_create_renewal_task: Number of days before certificate expiration that a renewal task should be created.
      • glide.discovery.certs.enable_incident_creation_for_expired_certificates: Enables the Scheduled Job to create the incidents for expired certificates.
      • glide.discovery.certs.enable_renewal_task_creation_for_discovered_certificates: Enables renewal task creation for all discovered certificates.
      • glide.discovery.allow_loopback_adapters: Allows network loopback adapters on SNMP devices to be discovered via probes and added to the CMDB.
      Shazzam probe parameter
      TLS_keepOriginalCertificate: Enable the certificate_file field in the cmdb_ci_certificate to be populated with the original certificate by using the TLS_keepOriginalCertificate parameter. This parameter is available for fine-tuning the Shazzam probe and is defined in the probe record only. If you want to enable the original certificate attachment for discovery, you need to manually add the TLS_keepOriginalCertificate probe parameter and set it to True. Note that this can increase your payload size.

      In Version 2 Certificate Inventory and Management, the TLS_keepOriginalCertificate probe parameter is already available.

      SNMPv3 context
      SNMPv3 with context data attributes is now supported.
      VMware enhancements for the ServiceNow® Software Asset Management (SAM) plugin
      Discover DRS affinity rule settings from VMware. These settings control the placement of virtual machines on hosts within the cluster by using affinity rules. You can discover three types of rules from VMware to support this capability:
      • VM-Host Affinity Rules [Virtual Machines to Hosts]
      • VM-VM Affinity Rules [Keep Virtual Machines Together]
      • VM Anti-Affinity Rules [Separate Virtual Machines]
      Discover devices and applications using the latest patterns
      Discover the following devices and applications by using the latest available patterns from the ServiceNow Store:
      • AWS generic inventory
      • Google Cloud Platform (enhancements: IaaS labels and events)
      • IBM Cloud (enhancements: IaaS labels)
      • IBM HACMP
      • IBM HMC
      • Oracle Database 12c
      • Red Hat OpenShift
      During installation or upgrade of ITOM Visibility to the Orlando 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 (com.sn_itom_pattern) plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.

      Dynamic Translation

      Dynamic translation in the activity stream on forms
      Translate comments and work notes in the activity stream on forms based on the preferred language of a user. This functionality is applicable in Now Platform® and ServiceNow® Service Portal.
      Domain separation in Dynamic Translation
      Ensure data privacy across domains when you support multiple customers in a single ServiceNow instance, if you're a Service Provider. You can restrict users of a specific domain to use translator configurations of that domain and the parent domains.

      Emergency Exposure Management

      Track possible exposure between employees
      If an employee self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected employee to identify others who might also be exposed.
      Fetch potentially exposed employee data from a data source
      Work on the diagnostic request task to get information about potentially impacted employees from a selected data source and populate the corresponding related lists on the Diagnostic Request form.
      Create or modify a diagnostic request task configuration
      Create or modify a diagnostic request task configuration to auto-create a diagnostic request task in a diagnostic request. Based on the selected data source type in the diagnostic request, the corresponding task configuration creates a diagnostic request task to identify potentially impacted employees.
      Set up a tracing system
      Set up a tracing system for your exposure data source to identify potentially exposed employees by running the diagnostic requests for an affected employee. Use the Location tracing system to find employees co-located with the affected employee, for example, on the same floor or building. Use the Outlook meetings tracing system to find employees who accepted the same meetings as the affected employee during the specified time period.
      Fetch data for potentially exposed employees from Cisco DNA Spaces or a Zebra MotionWorks proximity report
      Fetch potentially exposed employee information from the Cisco Wi-Fi access log data and populate the corresponding related lists on the Diagnostic Request form. Upload a spreadsheet containing the Zebra MotionWorks proximity data to fetch a list of potentially exposed employees and populate the corresponding related lists on the Diagnostic Request form.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Emergency Outreach

      Send notifications for daily health verification
      Use Emergency Outreach to notify employees to report their daily health status. Employees must have the Now® Mobile app installed on their phones to receive mobile push notifications. For more information, see Now Mobile app.
      Review daily health verification acknowledgements
      Review the list of acknowledgements from the daily health verification notification to see each employee's status. Resend the outreach notification to employees who did not respond.
      Automate responses with response scripts
      Use response scripts to automatically take actions based on employee responses to survey questions. Create or update records across any of the Emergency Response Management and Safe Workplace suite apps. Once you associate each response script with a survey, the script will run if the employee's answers match the response criteria.
      Add a Safe Workplace audience for Emergency Outreach
      Add a collection of users for Emergency Outreach notifications based on criteria such as location, department, and group and set conditions to filter the audience. To use the Safe Workplace audience feature, you must have the Employee Readiness Core plugin.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.
      Create an Emergency Outreach notification channel
      Create a notification channel to send health status requests using your company's preferred communication method, such as Slack.
      Report your health status by email or mobile
      During a public health crisis, employees can also respond to employers through email or the ServiceNow® Now® Mobile app and let their employers know if they are safe and healthy.

      Emergency Response Operations

      Create an emergency incident
      Use an emergency incident to coordinate your response to an emergency. Designate which positions are needed at specific locations, and or create custom positions to match your situation if needed.
      Assign and track field resources for an emergency
      Assign, request, and track resources for specific dates and locations in the Incident Management Team portal. Resources can be assigned directly, or you can request resources from deputies. Deputies can also use the IMT portal to assign resources according to staffing needs and specific skills.

      Emergency Self Report

      Report and track health statuses during an emergency
      When an emergency occurs, employees can self-report their health status to their managers. Managers can track the health status of their employees and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all employees and sort the data for analysis and action.
      View self-reported employee HR tasks
      The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of employee reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the company.
      Import Crisis Task data
      As a crisis task administrator, upload a spreadsheet of self-reported health statuses to create crisis tasks in bulk.
      Mobile experience for Emergency Response Management
      Report your own health status with the Now® Mobile app. Managers can also use Now Mobile to view and edit the status of their direct reports and reassign tasks to working employees.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Health Screening

      Screen employees and visitors for entry to the workplace
      Use your smartphone, tablet, or computer to determine whether an employee is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the employee's temperature and whether the employee has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace.
      Add an Employee Readiness Surveys email notification for daily health verification.
      Monitor progress with the Employee Health Screen Overview dashboard
      Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace.
      Verify your health status and compliance
      Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace.
      Integrate Customer Service Management with Safe Workplace applications
      Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Readiness Core

      Track health and safety compliance with user records
      Automatically create a health and safety user record when an employee fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create user records for employees that do not have any activity towards completing requirements. Use these records to monitor the status of employee health and safety compliance.
      Create and activate health and safety requirements
      Use health and safety requirements to define the criteria that employees must meet before they can return to the workplace. Use pre-built Employee Readiness Core requirements or create additional requirements using data from any of the Safe Workplace or Emergency Response Management apps. If you no longer need employees to fulfill a requirement before returning to the workplace, you can deactivate the requirement.
      As a manager, view the health and safety status of your employees to check their progress on company requirements for returning to the workplace.
      Invite a visitor to the workplace
      Submit a visitor invitation to send an email to visitors with information about their upcoming visit. Before visitors can enter the workplace, they must respond to the email and agree to comply with the safety requirements and policies listed in the email.
      Verify employee readiness with Employee Health and Safety Status
      Pull data from across all Safe Workplace and Emergency Response Management applications into a single data point that shows if an employee is ready to return to the workplace. Create and activate requirements that employees must fulfill before they can return to the workplace. Track when an employee fulfills all active requirements and when they are ready to return to the workplace.
      Set up Employee Health and Safety Status properties to configure the email notifications that are sent to visitors.
      Add a Safe Workplace audience
      Add a collection of users for Emergency Outreach notifications. Target specific users based on criteria such as location, department, and group and filter the audience using the condition builder.
      View your return to workplace information on the My Safe Workplace page
      Provide users with a consolidated desktop Safe Workplace page where they can view their Safe Workplace status, complete tasks and to-dos, set up visits, request PPE, and more.
      Reqeuest and maintain privacy consent
      Create and manage privacy consent templates for your various privacy policies. Manage location-based privacy configurations and assign templates to various regions. Review the consent status to determine whether an employee has agreed, disagreed, withdrawn consent, or has not responded.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Readiness Surveys

      Add or modify notifications for Employee Readiness Surveys
      Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs.
      Create or customize Employee Readiness Surveys
      Review the default employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address.
      Use guided setup to implement Safe Workplace apps
      The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Employee Travel Safety

      Request permission to travel
      Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually.
      Approve or reject travel requests
      As a manager or designated travel approver, review and approve employee travel requests. When an employee submits a travel request, an email is sent to their manager and all members of the Travel Approvers group asking them to approve or reject the travel request. The email includes COVID-19 case data for the travel destination to help inform their decision.
      Before travel requests can be approved, you must set up user groups and roles for managers or travel approvers. For more information, see Set up travel approvers.
      Modify the travel approval flow
      Update the ready-to-use flow with your company's specific requirements. Deactivate the original flow and create a copy to make any desired changes to the new flow, and then activate it.
      Customize notification emails
      Modify the notification emails that are sent to employees, managers, travel approvers, and employee travel contacts to customize the notifications for your company.
      Use guided setup to implement Safe Workplace apps
      The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup.

      Enterprise Employee Experience Pack

      Keep your employees informed with the Return to Workplace campaign
      Use campaigns to deliver important messages and information to employees going through the return to workplace process. Target employees that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center.
      Prepare employees to return to the workplace with Return to workplace - lifecycle events
      Automate a collection of activities to help prepare for the return to work process for your employees and your workplace.
      Provide information to your employees with Return to workplace - Knowledge Management
      Use Knowledge Management to provide information to your employees during the return to workplace process. Enable your employees to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed.

      Event Management

      Operator Workspace
      The Operator Workspace is an enhanced interface that replaces the following legacy Event Management features:
      • Dashboard: Operator Workspace enables you to view the status of services in your Event Management instance and identify those services that are at risk of not functioning properly.

        Dashboard is still available for existing customers who have not yet upgraded to the Orlando release.

      • Alert console: Alerts are now monitored in the Operator Workspace interface. The alerts list refreshes automatically each time there is an update to an alert.
      CMDB Grouping Visualization

      View the connecting CIs for alerts in a CMDB group through the Dependency Views map to help understand why alerts have been grouped.

      Alert assignment

      Assign alerts through the Assigned to and Assignment group fields that have been added to the Workspace alert form.

      Assign multiple alerts to yourself easily by selecting multiple alerts on the alerts list in Workspace and clicking the Assign to me button.

      The Alert Assignment feature is enabled in both the desktop and mobile interfaces of Event Management.

      Alert grouping functionality
      Alert grouping provides the following functionality:
      • Secondary alerts remain open after a primary alert is closed.
      • The history of a secondary alert is retained after a primary alert is closed.
      • Avoiding creation of incidents for secondary alerts when an incident already exists for the primary alert and the alert management job runs before the alert grouping job is complete.
      Prevent binding to specific CI statuses

      To enable binding events to CIs with a specified status, such as Retired, override the default behavior by setting the evt_mgmt.ignore_retired_cis_in_binding property to false.

      To specify the CI statuses to be included in the evt_mgmt.ignore_retired_cis_in_binding property, add the relevant status numbers to the evt_mgmt.install_status_list_to_ignore_in_binding property.

      Updates to the SCOM connector instance

      The login_with_windows_authentication property enables the bi-directional exchange of event values to work with Windows authentication.

      Field Service Management

      Use Emergency Exposure Management for field service agents
      Identify field service agents and customers who might have come in contact with an affected agent. Run diagnostic reports based on the affected agent's work order history to identify possibly impacted contacts. Use compliance surveys to monitor agent compliance with the recommended safety protocol guidelines.
      Visualize data on the Field Service Safety dashboard
      Use the Field Service Safety dashboard to monitor the status of agents and whether they are complying with the safety protocols while performing tasks. Display global COVID-19 data with the COVID-19 Global Health Data Set and the FSM Covid19 map for the locations that are covered by agents, tasks, and assets of an individual field service manager.
      Field Service in CSM Agent Workspace

      Use Field Service in CSM Agent Workspace to create work orders from cases. You can automatically create tasks and part requirements for the required work when you use work order templates. You can also mark these work order tasks as ready for dispatch and inform customers of the status of the work orders.

      Task rejection reason
      Enable field service agents to provide a reason for rejecting tasks that were assigned to them. Dispatchers can view the task rejection history in the work order tasks.
      Central dispatch enhancements
      Provide dispatchers with greater flexibility and control over task scheduling with visibility into agent availability for selected date range and dispatch details.
      • Dispatchers can navigate to the desired date using the calendar picker to view central dispatch details.
      • Administrators can enable Filter by Date Range toggle switch and view the tasks and available agents for the selected date range.
      Default timezone for appointment booking
      When you book an appointment, you can select the time of day based on:
      • The Timezone field that is specified in the user contact record.
      • The location where the appointment for the task is scheduled.
      Dynamic scheduling enhancements
      Use the two new matching criteria to rank and schedule agents for tasks by using dynamic scheduling:
      • Use the Matching Agents With Most Parts For Dynamic Scheduling Rank matching criterion to rank the agents who have the parts for the work order tasks in their stockroom.
      • Use the Preferred technicians for a customer account matching criterion to rank which agents you prefer to work on customer accounts.
      Field Service Mobile enhancements
      • Recurring events on mobile calendar: Agents can view and create repeating events using the Field Service mobile application.
      • Inventory enhancements:
        • View your part drop-off and pick-up list: Agents can view the list of parts that they must drop off and the parts that they can pick up. When they pick up the parts, they can mark them as picked up.
        • Add defective parts to the drop-off list: Agents can create a drop-off list for the defective parts in their stockroom. They can generate transfer orders to move these items to the stockroom for drop off.
      Role integration with Customer Service Management

      Create cases and also view customer service data when you have the Customer Service plugin (com.sn_customerservice) installed with the Field Service application.

      Chat with Virtual Agent
      Chat with Virtual Agent to get information about your daily work schedule and update the work order tasks.
      Collaborate with customers through virtual conference
      Initiate Zoom meeting to virtually collaborate with customers to help them resolve their issues.
      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.

      Finance Close Automation

      Finance Workspace

      Manage your finance close work with an intuitive multi-tab interface.

      Finance Close dashboard

      Monitor multiple metrics as well as manage reporting and analytics to quickly track the health and progress of your finance close.

      Finance Operations Mobile application

      Access your Finance Close Automation data on your mobile device. You can also monitor the status of close tasks in real time, approve or reject close and follow-up tasks, and collaborate with stakeholders to address exceptions while on the go.

      FCA integration with the Oracle NetSuite ERP system

      Configure FCA to integrate with your Oracle NetSuite ERP system to automate posting of journal entries in real time.

      Workspace form view mapping to a Journal Entry (JE) header template
      Map a workspace form view to a JE header template. This form view displays the template's columns as fields in the Details tab of a journal entry in the Finance Workspace. The close admin can also create a new form view for JE header templates.
      Group assignment for a journal entry task

      Assign a journal entry close task to user groups so that any member of the assigned groups can work, review, or approve this task and its journal entries.

      These user groups, such as the Owner group, Reviewer group, and Approver group, are of type Finance Close and have finance close roles assigned to them.

      Mass approval and rejection of close tasks and journal entries

      Select multiple tasks or journal entries to approve or reject them in one go. During mass rejection, the same rejection reason applies to all the selected items.

      Mass editing of close tasks

      Edit multiple tasks in an accounting period that require similar edits in one go. Any changes you make during the mass editing apply to all the selected close tasks.

      Editing permission configuration for tasks

      As a finance close admin, configure permissions for editing tasks using the extension point.

      Import of journal entries from a CSV file

      Create journal entries for a journal entry task by importing from a CSV file.

      Default sheet name configuration for an Excel import file

      Configure the default sheet name that is used when uploading the Microsoft Excel file to create journal entries.

      Automatically resend journal entries for the reversal if there is a reversal failure
      In addition to the ability to repost the failed journal entries, the scheduled job Repost failed JE Documents also resends the request to reverse journal entries that didn't reverse successfully. The property sn_fcms.erp.repush.count determines the maximum number of times the system should retry to send the reversal request.
      Criticality setting of a close task

      Set the level of criticality of a close task to determine its urgency and importance in the close process for an accounting period.

      Completion method of a journal entry task

      Select the option to complete the task manually or automatically for close tasks using JE workflow.

      Multiple organizational calendars for close tasks

      Set up calendars you use in your organization and associate close tasks with these calendars. You can associate tasks with one or more calendars.

      Multiple open accounting periods

      You can kick start and work on close workbooks for multiple open accounting periods simultaneously.

      Tracking journal entry reversal changes

      Use the Reversed by field on a journal entry form to view the user who performed the reversal. If there is a reversal failure, this user gets the notification.

      Substate of a close task

      Track the progress of a close task using its substates. Each state of a task has been further categorized into one or more substates that enable you to review the task progress at a detailed level.

      Service Level Agreement (SLA) for tasks

      Create an SLA definition for close tasks and follow-up tasks to make sure that the tasks are closed within the defined time frame. Review the task SLA information in the Finance Close Dashboard using SLA reports.

      Property for retaining task owners when duplicating a close workbook

      Set the Retain task owner upon duplicate property (fca_retain_task_owner) to true so that if a task has both the Owner and Owner Group fields filled in, then the owner field value is copied over to the new close workbook when you duplicate a close workbook for the next accounting period.

      Property to set the execution mode for the task state roll-up business rule

      Improve performance by specifying the number of tasks in the sn_fcms.sync.rollup.business.rule.limit property. When the number of tasks is less than that specified in the property, the business rule to roll up the task state runs in synchronous mode.

      Quick start tests for Finance Close Automation

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Finance Close Automation still works. If you customized Finance Close Automation, copy the quick start tests and configure them for your customizations.

      Flow Designer

      Cancel a flow, subflow, or action from a script
      Use the cancel() method in the FlowAPI class to cancel a paused or running flow, subflow, or action.
      Create a flow with an SLA Task trigger
      Configure your Service Level Agreement (SLA) definition to run a flow as the action plan.
      Design an action with dynamic outputs
      Access action and subflow outputs as dynamically generated data pills during flow design. You can also build data gathering actions to generate complex objects from Now Platform and IntegrationHub outputs.
      Create a natural language title
      Create a flow, subflow, or action title with styled and dynamic text.
      Manage files and directories with an SFTP step
      Create a reusable action to manage files and directories on a Secure File Transform Protocol (SFTP) server and to move files from one SFTP server to another.
      Manage SLA Percentage Timer actions
      Identify when a task SLA record reaches a specific percentage value and perform other actions or flow logic that is based on the SLA percentage. For example, send a notification when an SLA percentage timer completes.
      Run a flow or subflow dynamically
      Identify and run a flow or subflow dynamically using runtime data. Build templates to provide expected inputs for dynamically called flows or subflows.
      Test a flow by changing field values
      Test flows that are triggered by record updates. Enter one or more field value changes by providing the field name, the previous field value, and the current field value for each field that you want to update. Use the Changed Fields data pill to add or view changed field values by the field name, the previous field value, and the current field value.
      Transform data pill values with transform functions
      Transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML.
      Trigger a flow every time a record updates
      Trigger a flow every time a record updates, regardless of whether there has already been or there currently are any running contexts for the flow.

      Governance, Risk, and Compliance

      Cybersecurity Controls Accelerator
      Version 11.0.3: Easily enhance your overall security preparedness and cyber-defense posture using the Cybersecurity Controls Accelerator. The accelerator contains the CIS Controls authority document, associated citations, and control objectives. When used with the Technology Controls Monitoring Accelerator, you can take advantage of pre-defined indicator templates mapped to the CIS Controls for automated control validation and continuous monitoring.
      GRC Business User role
      GRC: Profiles Version 11.0.3: To improve the internal security of the product, a dedicated GRC Business User role was created for users who require access only to GRC applications in the context of performing tasks assigned to them. Users with the GRC Business User role are provided limited access to data and to information relevant to the tasks assigned to them.
      Technology Controls Monitoring Accelerator
      Version 11.0.1: Monitor your technology controls, such as CIS controls using pre-defined manual and automated indicators.
      Advanced Governance, Risk, and Compliance Application Risk dashboard
      Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects around the business applications that you use in your enterprise. The dashboard, available from ServiceNow® Audit Management, Policy and Compliance Management, and Risk Management, highlights the compliance impact and risk posture of your applications, the current state of remediation and exception activities, and audit activity.
      Predict issue owner using GRC Predictive Intelligence
      Version 10.1: Activate the GRC Predictive Intelligence plugin (com.sn_grc_pred_intel) to automatically route issues to the correct assignee. Use this plugin to save time when identifying an issue owner. The identification is based on historical data analysis and artificial learning.
      Operational Risk Management Dashboard
      Version 10.1: View the complete risk posture for an enterprise using the Operational Risk Management dashboard. This dashboard enables an entity owner to view the complete risk posture in a single, consolidated report. This dashboard enables you to analyze the risk posture efficiently and take the necessary corrective actions to preemptively manage risk. This dashboard generates real-time risk reports and also shows the past performance data and future forecast. Risk administrators can personalize this dashboard by adding and removing the necessary widgets, changing the colors, and so on.
      Report issues from the Service Portal
      Version 10.1: Directly report issues from the simplified ServiceNow®Service Portal to save time for users who want to report an issue.
      GDPR DPIA Use Case Accelerator

      Version 9.0: Perform preliminary and General Data Protection Regulation (GDPR) data protection impact assessments (DPIA) to protect the personal data of individuals within and outside of the EU.

      Virtual Agent support for risk events

      Version 9.0: Set up the GRC ServiceNow® Virtual Agent application to report risk events from the ServiceNow® Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRCVirtual Agent chatbot also assists customers by saving their time.

      Virtual Agent support for policy exceptions

      Version 9.0: Set up the GRC Virtual Agent application to request policy exceptions from the Service Portal. A GRC Virtual Agent chatbot helps customers quickly request an exception. The GRC Virtual Agent chatbot also assists customers by saving their time and enhancing the customer experience.

      SIG 2019 Support

      Version 9.0: Download the 2019 version of the SIG Questionnaire from the ServiceNow Store.

      SIG 2020 Support

      Version 10.0: Download the 2020 version of the SIG Questionnaire from the ServiceNow Store.

      Guided Tour Designer

      Skippable step

      Select the Skippable check box to lets users skip the step in case the tour fails at that step. Users can continue the tour after skipping the step.

      Unique tour ID

      View the unique tour ID in the tour table and the form. The unique tour ID is auto-generated when users create a tour.

      HR Service Delivery

      Case and Knowledge Management
      Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
      Integrate with Adobe Sign
      Integrate with Adobe Sign so that users can sign electronic documents through the Adobe Sign service. This integration uses the Adobe Sign spoke in IntegrationHub, and supports the use of both HR document templates and Adobe Sign templates.
      Auto-determine the HR service for a case
      Auto-determine the HR service for a case and enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.
      Auto-train the predictive model for email case categorization
      Enable auto-training of the email case categorization solution. Prior to this release, you had to manually train the solution definition, HR Case Categorization, to train the predictive model for email case categorization. Beginning with this release, the solution definition is auto-trained by default on installation of ServiceNow Predictive Intelligence and HR Service Delivery.
      Use knowledge blocks in article templates
      • Add or remove knowledge blocks in more than one HTML field of any article template including custom templates. Prior to the Orlando release, you could add a knowledge block only in the standard article template.
      • Preview an article that uses an article template with multiple HTML fields based on the version date and user.
      • Define how many search results are displayed when a knowledge author searches for a knowledge block while authoring an article.
      Configure HR Service Delivery Center of Excellence (COE) security policies
      Use COE ACL Configuration to allow specific groups read or write access to HR cases under a specific COE. For example, you might not want the Talent Management group to be able to view cases created by the Benefits group.
      Employee Service Center
      Provides a single, unified portal for employees to get all the information, services, and help that they need.
      Add or modify notification content
      Use the Short Message Service (SMS) content type for notifications in Content Delivery and Content Automation.
      Analyze your campaign for effectiveness
      Analyze a campaign once it becomes active to ensure that your messaging is relevant, fresh, engaging, and targets the correct audience. You can also set up a schedule to re-evaluate the audience for a campaign.
      Create campaign success goals
      Evaluate campaign progress by comparing it to a baseline using Campaign Success Goals.
      Content Automation (campaigns) dashboard
      View and understand the effectiveness of your campaign and trends, and whether the campaign success goals are on target. Use this information to help determine whether you need to refresh your content.
      Add or modify mobile content for Content Delivery
      Create announcement and link banners for content using Mobile Content on the Mobile Onboarding app and Now Mobile app on an employee's mobile device.
      Enterprise Onboarding and Transitions
      Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
      Okta integration for new hire onboarding
      Provision relevant applications for new hires automatically as part of the onboarding process by integrating with the Okta service. This integration uses the Okta spoke in IntegrationHub, as well as the new Business Roles plugin. It is configured to work with the lifecycle event for new hire onboarding that is included as demo data with the Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.
      CIC Plus integration for new hire onboarding
      Enable US-based new hires to provide relevant tax information as part of the onboarding process by integrating with the CIC Plus service.
      Lifecycle event properties page
      Enables you to set the duration of the activity set closure time in hours.
      Show or hide an activity set to the employee
      Show or hide an activity set to the opened for or subject person of the lifecycle event case by using the Display to opened for and Display to subject person options. These options enable you to show only the relevant activity sets to your employees.
      Display an employee-facing title for an activity set
      Display an employee-facing title for an activity set by using the Display title field. The display title enables you to emphasize the experience you are creating for your employees. For example, an employee-facing title for the preboarding activity set could be “Get ready for day one.”
      Ignore an empty date field when triggering an activity set
      For an activity set that is triggered by a date field, you can choose to ignore an empty date field. If the Ignore empty date option is selected, the activity set will not trigger when the date field is empty.
      Trigger an activity set based on specified conditions or a combination of triggers
      Define when an activity set triggers based on specified conditions or a combination of triggers (date, other activity sets, and conditions) by using the new trigger types called condition and combination.
      Order activities within an activity set
      Manage the dependencies of lifecycle event activities within an activity set with the new activity type called activity container. You can use activity containers to order activities in parallel or sequence as well as to configure multiple activity containers within an activity set.
      Deliver content to employees through a lifecycle event
      Deliver relevant and tailored content to employees with the new activity type called content. For example, you can push company-related information or a first day at work banner to new hires as part of their onboarding.
      Map custom text to a lifecycle event activity
      Map custom text to a target field or variable in an employee or fulfiller activity by using the Custom text option. The custom text can be static or include variables that are pulled from the source table. For example, you can pass a string for a short description of an IT request.
      Resume a lifecycle event case
      Enable HR agents to resume a lifecycle event case after a workflow error or timeout.
      Show upcoming to-dos to employees
      Shows upcoming to-do tasks in both the portal and mobile apps so that employees know which tasks they need to complete in the future.
      Employee Document Management
      • Define a security policy for access to employee documents by using the Payroll country and Effective date fields. When you upload the document or move the case attachments to an employee file, the value in the Payroll country field is automatically entered from the user profile of the employee, and the value in the Effective date field is automatically entered from the creation date of the employee document.
      • Configure a security policy by defining conditions on the Effective date, Employee, HR case, HR profile and Payroll country fields. Apply the security policy only to documents that match the configured conditions.
      • Associate multiple security policies to a document type. In previous releases, you could associate only one security policy with a document type using the Security Policy field. Beginning with this release, you can associate multiple security policies with a document type using the Security policies related list. You can define the order in which the security policies must be evaluated on a document type. You can also deactivate a security policy if you do not want the policy to be evaluated on a document type.
      • Read and write a document only if you fulfill the read or write configuration requirement of at least one security policy associated with the document type.
      • Purge a document only if you fulfill the purge authorization configuration requirement of at least one security policy associated with the document type.
      • Receive a purge notification only if you fulfill the purge authorization or notification configuration requirement of at least one security policy that is associated with the document type.
      Quick start tests for HR Service Delivery
      After upgrades and deployments of new applications or integrations, run quick start tests to verify that HR Service Delivery still works. If you customized HR Service Delivery, copy the quick start tests and configure them for your configurations.
      Dynamic translation of text into different languages
      Translate any text based on the language of the user working on the form by using the Dynamic Translation feature. As an HR Agent, you can translate the text in work notes and comments in HR cases and tasks. As a case requester, you can translate the text in work notes and comments in Employee Service Center. In order to access the Dynamic Translation feature, you must activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin and Dynamic Translation (com.glide.dynamic_translation) plugin.
      Use pre-chat surveys

      Use the New Hire Pre Chat and ESC Pre Chat preconfigured surveys that support Advanced Work Assignment. These surveys are driven by user criteria and control the topics that appear in the pre-chat conversation in Employee Service Center.

      Note: Some scenarios are not supported in the initial integration, specifically when an employee is rehired or moves from contingent to full time status.

      Health and Safety Testing

      Request a COVID-19 diagnostic test
      Provide the ability for employees to request a COVID-19 diagnostic test if they have been potentially exposed, are having symptoms, or want testing for another reason.
      Report your COVID-19 diagnostic test result
      Enable employees to report COVID-19 diagnostic test results so they can provide the company with an update on their health status.
      Add COVID-19 test providers
      Create a list of COVID-19 diagnostic test providers that your company uses to schedule testing for employees.
      Customize the notification for potentially exposed individuals
      Modify the notification email that is sent to potentially exposed individuals to customize the notification for your company.
      Set up health test privacy
      Set up a privacy consent process for employees who are providing health and safety testing data to your company. After employees agree to a testing privacy consent, they can request or report diagnostic data.

      ITOM Health

      Event Management
      Event Management helps you to identify health issues across the organization's IT infrastructure on a single management console. It provides alert aggregation for discovered services, application services, and automated alert groups. For information on new and changed features, refer to the Event Management release notes.
      Operational Intelligence
      Operational Intelligence provides the ability to capture and then explore and analyze operational metrics data, identifying and indicating anomalies. Operational Intelligence generates anomaly alerts that can be promoted to IT alerts and appear on the service health dashboard. You can leverage this analysis to prevent potential service outages. Other than several stability improvements, there are no changes to Operational Intelligence in the Orlando release.

      ITOM Visibility

      Discovery
      Use Discovery to find applications and devices on your network, and then update the CMDB with the information that it finds. For more information on new and changed features, see Discovery release notes.
      Service Mapping

      Use the Service Mapping application to discover all application services in your organization. Service Mapping builds a comprehensive map of all devices, applications, and configuration profiles used in the discovered application services.

      Service Mapping maps dependencies, based on a connection between devices and applications. This method is referred to as top-down mapping. The top-down mapping helps you immediately see the impact of a problematic object on the rest of the application service operation. For more information on new and changed features, see Service Mapping release notes.

      Discover devices and applications using the latest patterns
      Discover the following devices and applications by using the latest available patterns from the ServiceNow Store:
      • AWS generic inventory
      • Google Cloud Platform (enhancements: IaaS labels and events)
      • IBM Cloud (enhancements: IaaS labels)
      • IBM HACMP
      • IBM HMC
      • Oracle Database 12c
      • Red Hat OpenShift
      During installation or upgrade of ITOM Visibility to the Orlando 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 (com.sn_itom_pattern) plugin is automatically activated when you activate the Discovery (com.snc.discovery) plugin.

      ITSM Agent Workspace

      Knowledge article from incident

      Create a knowledge article from an Incident using the advanced knowledge management functionality. The feature is available when you activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge).

      Note a knowledge gap from an incident

      Create a knowledge gap record when you do not find any appropriate resolution documented for an Incident. The knowledge gap record helps the team to identify the issue and create an appropriate knowledge article for the Incident.

      Create a similar incident for a different caller

      Create a copy of an Incident from an existing Incident so you can easily create a similar Incident for a different caller.

      Additional options on the Problem form

      Create a change record, an outage record, or a problem task from a Problem form.

      View Interactions associated with an Incident

      The number of Interactions helps determine the urgency and priority of the Incident. View Interactions associated with an Incident under the Interactions related list.

      Agent Assist available on the Problem and Problem task form

      Search for additional information relevant to a Problem record by using Agent Assist. Prior to this release, Agent Assist was available only on the Incident form. For more details, watch the video available at ITSM Agent Workspace – Problem.

      New search categories on Incident Agent Assist

      Narrow your search results by using two new search categories in Agent Assist: Outages and Open Outages. These categories help you to find outages whose information matches the text that you enter in the Short Description field.

      Track Interaction Management time

      Track the amount of time an agent spends working on an Interaction Management. You can then find the average time an agent spends for closing Interactions.

      Create a Problem from an Interaction Management

      Create a problem record directly from an Interaction to investigate the cause of an issue without going through the Incident management flow. By default, this option is disabled. To enable the option, select the problem property Allow Problem creation from Interaction (glide.problem.interaction.allow_create).

      Create a Standard change from an Interaction Management

      Create a standard change record from the Interaction form to implement a pre-approved change.

      Track Continual Improvement Management fixes from a problem record
      Create an improvement initiative from a problem to track and manage tasks for improving a service or process, or tasks related to the problem.
      Related lists on the Interactions form

      User’s Calls: The User’s Calls related list displays historical calls between a requester and Service Desk agents. This feature is available to the users who has the Service Desk Call plugin (com.snc.service_desk_call) already activated. The customer name in the Opened for field in Interaction is matched with the Caller field in Service Desk calls and records are retrieved based on the number of days mentioned in the interaction property Number of days (integer) for which past user call records are retrieved. The default value is seven (7). A setting of zero (0) disables this feature. (glide.new_call.interaction.records_age).

      User's Task: When a requester contacts an agent through chat, phone call, request, or walk-in, the User’s Task related list shows the agent all of the other tasks (incident, problem, change request, request, and so on) that have been created for the requester. For example, if a requester calls about the status of a request that was made the previous day, the User’s Task related list shows the request. Workspace includes the other tasks in the User’s Task related list when the value for the Opened for field in the interaction record matches the:
      • Caller field in an incident record
      • Opened by field in a problem record
      • Requested by field in a change record
      • Requested for field in a Service Catalog record
      Enhanced ITSM Agent Workspace for Change Management
      Use the new ITSM Agent Workspace for Change Management for easier initiation of change requests.

      ITSM Virtual Agent

      Improved ITSM Virtual Agent support with reusable topic blocks
      Create and reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search. ITSM Virtual Agent provides the following predefined, reusable topic blocks:
      • Contextual Search
      • Request Catalog Item
      • Search Catalog Item
      • Transfer to Live Agent
      • Create Incident
      • Survey
      ITSM Virtual Agent topic re-factoring for reduced maintenance
      Reduce the amount of time spent configuring and maintaining your existing ITSM Virtual Agent conversations with re-usable topic blocks. ITSM Virtual Agent provides the following re-factored, reusable topic blocks for existing topic conversations:
      • Search Knowledge Base topic: Re-factored to use the reusable Contextual Search topic block.
      • Open IT Ticket: Re-factored to use the reusable Create Incident topic block.
      • Provide Virtual Agent Feedback: Re-factored to use the reusable Survey topic block.
      Survey topics for live IT agents
      Automatically route incoming conversations to the correct live-IT agent group by automating pre-chat data collection through a pre-chat survey to users. ITSM Virtual Agent can then route the conversation to the appropriate live IT agent.
      Deliver a survey through ITSM Virtual Agent for both pre- and post-chat experiences.
      Use the Pre Chat survey and Post Chat survey topics before starting or prior to completing an ITSM Virtual Agent conversation. Present surveys for data collection or to gather feedback on the experience.
      Topic management enhancements
      The Topics page in Virtual Agent Designer features a new sort tab called Topic Blocks for viewing just the reusable topic functions.

      Import and Export

      REST (IntegrationHub) type data source
      Import data into the ServiceNow® Import Sets table using the REST type data source through the IntegrationHub. You can specify pagination to reduce processing overhead.
      Custom (Load by Script) type data source
      Write a custom script to obtain data (using REST requests, for example) and load the data into the Import Sets table. To help you build the script, the auto-complete function presents a menu of valid choices for each script entry.
      Robust Import Set Transformers
      Use robust import set transformers instead of transform maps if you want to extract, transform, and load data to one or more target tables. Use ETL definitions to map source table columns to target table columns and to define operations and processing instructions.
      Custom (Parse by Script) format
      Write the script used to parse a single line of input for the File type data source and the REST (IntegrationHub) type data source.
      CSV line parser
      Added a scope-friendly scriptable API to parse CSV formatted lines into a map or an array.
      Scoped scriptable Import Set APIs
      Added a scoped, scriptable API to create Import Set Tables (sn_impex.GlideImportSetTable) and a scoped scriptable API to create Transform Maps (sn_impex.GlideImportSetTransformMap). Existing scriptable APIs GlideImportSetRun, GlideImportSetTransformer, GlideTransformLog, and GlideImportLog now support scoped applications.

      Incident Management

      Agent Affinity for Incident Management

      Route incidents to agents based on historical affinity with the affinity rule Incident affinity based on Caller for the Incident service channel.

      Quick start tests for Incident Management

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Incident Management still works. If you customized Incident Management, copy the provided quick start tests and configure them for your customizations.

      Quick start tests for Major Incident Management

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Major Incident Management still works. If you customized Major Incident Management, copy the provided quick start tests and configure them for your customizations.

      Instance Data Replication (IDR)

      Monitor activity on the IDR dashboard

      View active producer and consumer replication sets, scheduled jobs, and producer or consumer seeding requests on the IDR dashboard.

      Streamline moving an IDR configuration from a sub-production environment to a production environment

      Package a replication set configuration from a producer or consumer instance to another instance and then deploy through an update set. For example, you might need to copy a configuration from a test to production environment.

      Test Connectivity between producer and consumer replication sets

      Test the connection between your producer and consumer replication sets to ensure that the connection is set up properly.

      IntegrationHub

      Client Software Distribution using IntegrationHub

      Distribute software from the service catalog using third-party management systems. Client Software Distribution uses IntegrationHub flows and subflows to automatically deploy and revoke software. Modify the base system flows and subflows as needed.

      Data Stream action support in FlowAPI

      Use the executeDataStreamAction() method in the FlowAPI class to run a Data Stream action synchronously from a server-side script and return a ScriptableDataStream object. Use the ScriptableDataStream class to iterate through items in the data stream.

      Data Stream action pagination templates

      Apply common configurations to interact with APIs that send results in multiple pages. For example, apply the Limit / Offset template to specify the number of items you want returned per page (limit), and the starting number for the first item (offset). After applying a template, update the values to ensure that the configuration complies with the API's requirements.

      Dynamic outputs

      Access action and subflow outputs as dynamically generated data pills during flow design. You can also build data gathering actions to generate complex objects from Now Platform and IntegrationHub outputs.

      IntegrationHub usage and subscription

      View feature usage over time and access information about the usage of a specific feature or scope.

      IntegrationHub spokes on the ServiceNow Store

      Check the ServiceNow Store for IntegrationHub spokes released on an ongoing basis.

      MID Server support for Data Stream actions

      Get data through a ServiceNow® MID Server when running a Data Stream action.

      Password reset Usage Overview dashboard

      View the count of password reset transactions performed using IntegrationHub.

      REST support in import sets

      Import data to your instance using a guided IntegrationHub REST step.

      Spoke configuration templates

      Enable users with the admin and flow_designer roles to set up spoke integrations with third-party systems using a single, customizable form.

      Test a Data Stream action

      Test your Data Stream action to ensure that it works the way you expect before you add it to a flow.

      Transform functions

      Transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML.

      Investment Funding

      Generic investments
      Create generic investments to keep aside some of your available funds for an initiative by associating it to the generic investment entity.
      Requesting funds
      • Use the Add New Source button to request funds from investments rather than the Request from New Source link in the Request Funds grid.
      • View fund request details for an investment directly from the Request Funds grid using the View Details option.
      • Modify your fund request in the Requested state by recalling it first using the Withdraw option on the Request Funds grid.
      Allocating funds
      • Use the new Add button to allocate funds to investments rather than the Create new and Add existing links in the Allocate Funds grid. Those links have been removed.
      • View fund requests and manage fund allocations using the New Request and Modify Request columns.
      • Filter investments in the Requested or Planning state to show only specific records on the grid.
      • Plan your fund allocations before confirming them so you can balance your allocation of funds.
      • Plan or allocate funds for multiple requests together by selecting them in the grid.
      Quick start tests for Investment Funding

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that Investment Funding still works. If you customized Investment Funding, copy the quick start tests and configure them for your customizations.

      Knowledge Management

      Knowledge Management in Agent Workspace
      • Authoring experience: Create, edit, and publish knowledge articles in Agent Workspace. You can use an article template to create a knowledge article, use Agent Assist to eliminate duplicate knowledge articles and research for article content, and map related articles and related catalog items to a knowledge article.
      • Support for article templates: Ensure consistent structure for knowledge articles within your knowledge base using predefined and custom article templates. You can now create articles in any article template in Agent Workspace.
      • Compare knowledge article versions: Compare and track changes between two versions of a knowledge article.
      • Resize the contextual side panel for Agent Assist to see an article preview that enables you to quickly decide whether to attach or flag a knowledge article without the need to open the article in full view.
      • Improved knowledge article view: Optimize knowledge article interactions on the knowledge article view page by providing feedback, copying a link to a knowledge article, or flagging a knowledge article.
      • Feedback management: Create and resolve actionable feedback tasks from Agent Workspace. If negative feedback is given on a knowledge article, you can choose to have the system automatically create a feedback task and assign it to the owner of the knowledge article.
      • Support for translation management: Request a translation of knowledge articles and address translation tasks assigned to you. You can create translation tasks, translate published knowledge articles either manually or through machine-based translation, and compare original and translated content.
      Knowledge demand insights
      Improve the effectiveness of self-service and customer service cases or incident resolutions by identifying which topics are missing knowledge articles and creating actionable knowledge gaps for missing topics. See Demand Insights for Cases dashboard and Demand Insights for Incidents dashboard.
      Use knowledge blocks in article templates
      • Add or remove knowledge blocks in more than one HTML field of any article template including custom templates. Prior to the Orlando release, you could add a knowledge block only in the standard article template.
      • Preview an article that uses an article template with multiple HTML fields based on the version date and user.
      • Define how many search results are displayed when a knowledge author searches for a knowledge block while authoring an article.
      Scoped knowledge bases
      Set up knowledge bases for an application with application administration enabled to secure knowledge articles from system administrators and knowledge administrators who are not explicitly authorized through user criteria. Users with the admin role of the application and the knowledge_admin role have access to administer a scoped knowledge base.
      Publish knowledge articles at a scheduled date and time
      Schedule the publication of knowledge articles through the scheduled publish functionality.
      Actionable feedback on flagging a knowledge article
      Enable actionable feedback when a knowledge article is flagged to close the feedback loop for internal users.
      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.

      MID Server

      MID Server parameters

      Use MID Server parameters to configure the behavior of individual MID Servers.

      • mid.instance.skip_basic_auth: Allows the MID Server to connect to an instance using cookies instead of basic authentication credentials.
      • mid.powershell.jea.append_username: Specifies whether user name of the current user will be appended to the JEA endpoint.
      • mid.powershell.jea.endpoint: JEA configuration name (endpoint) on remote servers that the MID Server will connect to.
      • mid.shazzam.threads: Specifies the number of concurrent threads that Shazzam uses to optimize Shazzam probe performance.
      • mid.shazzam.max_scanners_per_thread: Specifies the number of concurrent scanners processed by each Shazzam thread to optimize Shazzam probe performance.
      • mid.windows_host.file_permissions.enforce: Enables the MID Server to use Windows file permissions enforcement to improve security.
      • mid.windows_host.file_permissions.allow_list: Sets a white list for Windows file permissions enforcement to improve security.
      • mid.sa.discovery.pattern_string_attributes.deduplicate: Reduces memory consumption for pattern execution context attributes by eliminating duplicate strings.
      MID Server properties

      Use MID Server properties to configure the behavior of all MID Servers.

      • mid.security.validation.endpoints: Enables enforcement of strict verification security checks.
      • mid.probe.collect_debug_info: An optional property to collect debug information and put it in the payload of ECC input messages.
      System properties

      glide.discovery.log_debug_info: An optional property to populate debug information in the Discovery log.

      Mandatory validation

      Any communication between ServiceNow and the MID Server is in line with industry standards and provides mandatory validation checks. This functionality uses the MID Server property: mid.security.validation.endpoints. The default value is *.servicenow.com so all requests that initiate at the MID Server going to any ServiceNow domains and sub-domains will automatically go through validation checks for the certificates. You can also enter a comma-separated list of other endpoints that you want to enforce with these same checks.

      Microsoft Just Enough Administration (JEA) for Discovery

      MID Servers now support Microsoft JEA authentication in order to run basic Discovery. Microsoft JEA enables role-based administration through PowerShell Remoting, which uses Windows Remote Management (WinRM) to manage communication and authentication. PowerShell Remoting is enabled by default on Windows Server 2012 R2 and Windows Server 2016.

      Map Pages

      Advanced map pages

      Create Map Pages with lists and forms for codeless configuration, in addition to classic, scripted Map Pages. By selecting the Use advanced configuration check box, the script hides and embedded records are displayed. These records enable you to configure and select map filters, map data items, and map marker icons. Advanced map pages can function along with scripting, and upgrade easily with future releases. Advanced map pages do not support mobile.

      Map data items

      Define map data items through lists and forms.

      Map filters
      • Define map filters with lists and forms.
      • Refine filters on a Map Pages by clicking Filter. Refining filters maintains the form in the Map Pages window.
      Map markers
      • Configure map markers with lists and forms.
      • Configure map markers to show different marker icons for the same data collection.
      • Define map marker click behavior with lists and forms.

      MetricBase

      Model enhancements

      Use the modeling framework to choose a model type to represent your data. An anomaly score helps to understand which model type works best.

      Support for double data type

      Use the double data type with metrics so that values are stored and retrieved with up to 16 digits of precision (instead of only 7 digits for floats). Replication should also preserve precision. The Data Type field allows you to choose float or double when creating a metric.

      Support for multiple groupBy fields

      Select multiple groupBy fields on a transform request to allow for more complex queries. This is only available using Javascript.

      Mobile platform

      Create a contextual link to virtual agent
      Use a contextual link to pass relevant information to virtual agent about the current request. For example, when a user requests help from a virtual agent from an incident form, this contextual link could provide information from that incident to virtual agent. This information can help to better support the user or direct a user to the best support flow.
      Configure an embedded list for a form applet
      Use embedded lists to display lists of related information in an easily accessible form segment rather than having your users navigate away to a related list. For example, you can include an embedded list for the Task SLA table, showing the Task SLA records associated with the incident record shown on the form.
      Hide empty UI Sections
      To hide a UI section when there is no content to display, administrators can use the Hide when empty field on UI Section forms.
      Mobile application management integration
      Use Microsoft Intune or Blackberry Dynamics to secure and protect sensitive information in mobile applications, even in cases where customers use their own mobile devices.
      Mobile branding
      Use themes and custom branding to give your customers and employees mobile applications with your unique company identity.
      • Customize mobile apps with your unique company identity by requesting branded versions of ServiceNow apps.
      • Use mobile themes to change the color scheme of your mobile applications. The colors for elements such as headers, links, buttons, and icons can be controlled using themes.
      Configure an input for multiple scans
      Enable your users to scan several barcodes sequentially. Users can scan barcodes without leaving the scanning interface when you configure a grouped input. You can configure grouped inputs on buttons to accept multiple barcode scans.
      Navigation to applet launcher

      Ability to launch an applet launcher from any screen within an application. The applet launcher was previously accessed only in the first screen of a tab.

      Dashboards for mobile

      Use a mobile dashboard to display data in graphical format. Adding reports and Performance Analytics widgets helps users more easily identify trends and turning points through indicator scores and visual representation.

      The following visualizations are supported for the Orlando release:
      • Performance Analytics widget on single score. Relevant for reporting on KPIs and metrics.
      • Reporting on score (single score) and time series charts (area, line, spline, step line) to show the current state of instance data.
      Mobile Device Management (MDM) configuration for authentication page browser

      Administrators can define different default browsers to open a mobile application’s authentication page. This option enables you to use either the devices' in-app browser and/or external browsers.

      Mobile photo search
      Configure photo search to give your users the ability to perform image-based searches using the objects around them.
      Mobile analytics
      Monitor key performance indicators for users who access your instance through ServiceNow mobile applications. You can use an interactive analytics dashboard to generate custom reports on KPIs such as the percentage of users who close tasks through the app and the length of time it takes them. You can also break down data by criteria like operating system and geographic location.

      Natural Language Understanding

      Clone an NLU model

      Copy an existing NLU model to use its clone as an iterative testbed for creating, importing, and comparing alternate NLU components, predictions, and confidence threshold scores between the clone and the original model.

      Create a system-derived entity

      Create a custom entity that's derived from a default system entity such as date, time, duration, or location.

      Promote an entity to NLU model availability
      Share an entity across all of a model's intents by marking it as available at the NLU model level.
      Import common entities
      Use predefined pattern entities that don't require utterance examples or annotation. These common entities are reusable across all NLU models in your instance.
      Reviewing the NLU Performance dashboard
      Gain reporting insights into your NLU usage metrics by monitoring the NLU Performance dashboard's details and confidence scores for correct, skipped, and incorrect predictions over the last 30 days.

      Notifications

      Email test steps

      Use Automated Test Framework (ATF) to test email notifications, outbound email flows, and inbound email responses.

      Protection against virus-infected email attachments

      The system now prevents users from sending or receiving virus-infected files via email. This feature is controlled by the glide.email.inbound.check_attachment_availability, glide.email.outbound.check_attachment_availability, and glide.email.email_client.check_attachment_availability system properties, which are enabled by default.

      Virtual Agent notifications
      Send notifications directly to users in Slack and Microsoft Teams via the Virtual Agent chatbot.

      Now Support

      Case management
      Create a case or move cases along at your convenience so that you can resolve issues faster and return to the work that is important to you.
      Knowledge
      Search the customer knowledge bases to troubleshoot issues or to learn how to help your business grow. By accessing the ServiceNow customer knowledge bases, you can find the content that you need to help solve your issue.
      Tracking the status of a request
      Track changes as they occur or use Service Catalog to submit common requests for your instances. Have the confidence that your upgrade is on schedule or that you can manage your instance from anywhere. This knowledge enables you to know that your ServiceNow instance is running smoothly.
      Notifications and notification preference
      Keep apprised of all updates to your cases or the status of your changes regardless of your location. Meet with your developers knowing that you have the latest information on a workaround, or that you can easily look up and communicate the status of a fix to your management.
      Feedback
      Provide feedback on your experience or propose enhancements to the product to improve the overall experience for Now Support.

      On-Call Scheduling

      Quick start tests for On-call scheduling

      After upgrades and deployments of new applications or integrations, run quick start tests to verify that On-Call Scheduling still works. If you customized On-Call Scheduling, copy the quick start tests and configure them for your customizations.

      Operational Resilience

      Operational resilience dashboard
      Continue to provide business services in the face of adverse operational events, such as fire, pandemic, weather, hacking, and so forth. By anticipating, preventing, recovering from, and adapting to these events, the dashboard provides a clear understanding of your company's operational resilience.
      Customizable pillars and entity types
      Use the five pillars and six entity types included in the base system to define and organize the data displayed on the Operational Resilience dashboard. You can also customize them or create new pillars or entity types to tailor the dashboard for your organization.
      Business-specific risk scenarios
      Define scenarios that represent potential risks that may affect your business, and use them to stress test the resilience of your critical services.

      Performance Analytics

      Personalized visuals
      Configure visuals with dynamic elements to show information that applies only to the person looking at the visual on a dashboard or Workspace canvas.
      More visualizations for ServiceNow® workspaces
      ServiceNow® Performance Analytics and Reporting tools deliver more visualization types for use in workspaces such as ServiceNow® Agent Workspace. You can integrate bar, donut, pie, time series, and single score visualizations in user workspaces to tell your actionable data story. For more information, see Performance Analytics and Reporting visualizations available in ServiceNow workspaces.

      Platform Security

      Monitor antivirus metrics

      Monitor the antivirus metrics to track activities that are related to the antivirus scanning of attachments in your instance. You can view the metrics for the last 60 days of activity to assess how effective the Antivirus Scanning function is against virus infections.

      Manage user login sessions
      Use Session Management to:
      • View and manage user login sessions.
      • See all users who are currently logged in to the instance.
      • See detailed information about each session, such as the user name and IP address.
      • Isolate and lock out specific user sessions that pose security risks.
      Refresh Daily Compliance Score in real time
      Refresh and recalculate the Daily Compliance Score on the Instance Security Center by clicking Refresh. Previously, this score was only updated after the performance analytics job executed at 02:00 local time.

      Policy and Compliance Management

      Evidence Request Workflow
      GRC: Advanced Core, Version 11.0.3: Request supporting documents during an audit. You can electronically request the information you need from the first and second lines of defense. The individuals being audited can then immediately upload their documents to the system, significantly reducing manual processing time.
      Issue Triage Workflow
      GRC: Advanced Core, Version 11.0.3: Use the issue triage workflow to helps triage self-identified issues and identify reportable issues fro