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 . 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 ( ) 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. 
- 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 .
- New interface features
-
- 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 | |
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 | |
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 . 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 | |
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 | |
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 . 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 | |
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 | |
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
-
- 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 . 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 . 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 . 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 . 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 . 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 . 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 . For more information about using the guided setup interface, see Using guided setup.
|
Enterprise Employee Experience Pack | |
Event Management |
- Operator Workspace
-
The Operator Workspace is an enhanced interface that replaces the following legacy
Event Management features:
- 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
-
- 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 | |
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) | |
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
-
- 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
-
- 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 . 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
-
- 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 | |
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 . 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 | |
Workplace Calendar 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 . 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 . 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.
|