New features and products in Paris Cumulative release notes summary on new Paris features and products. New products were introduced in Paris, and additional features were added to existing ServiceNow products. Application or feature Details API Table 1. New scoped classes and additional methods to existing scoped classes Class Methods CatItem getInvalidDelegatedUsers() isDelegationAllowed() FlowAPI getOutputs() getRunner() hasApprovals() FlowScriptAPI getContextID() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngine identifyCIEnhanced() JSONStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endArray() endObject() getAttachmentId() getJSONString() startArray() startArrayField() startObject() writeBoolean() writeBooleanField() writeFieldName() writeNull() writeNullField() writeNumberField() writeRaw() writeString() writeStringField() JSONStreamingBuilder build() expiresAt() JSONStreamingBuilder() withAttachment() ScriptableFlowRunner action() addInput() datastream() flow() inBackground() inDomain() inForeground() quick() run() subflow() timeout() withConnectionAliasOverride() withInputs() ScriptableFlowRunnerResult debug() getContextId() getDataStream() getDate() getDomainId() getFlowObjectName() getFlowObjectType() getOutputs() XMLStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endDocument() endElement() getXMLString() startDocument() startElement() writeArray() writeAttribute() writeAttributes() writeCData() writeCDataElement() writeCharacters() writeComment() writeDtd() writeNamespace() writeNamespaces() writeTextElement() XMLStreamingBuilder build() expiresAt() withAttachment() XMLStreamingBuilder() Table 2. New global classes and additional methods to existing global classes Class Methods ClassificationSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClassificationSolutionStore add() deleteObject() get() getAllNames() update() ClassificationSolutionVersion getPredictionPerformance() getPredictionSettings() getProperties() getStatus() getTrainingStatistics() getVersionNumber() predict() setPredictionSettings() ClusteringSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClusteringSolutionStore add() deleteObject() get() getAllNames() update() ClusteringSolutionVersion cancelUpdateJob() deleteClusterAssignments() getClusterAssignments() getClusterInfo() getProperties() getStatus() getUpdateStatus() getVersionNumber() predict() submitUpdateJob() DatasetDefinition getEligibleFields() Encoder cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() EncoderStore add() deleteObject() get() getAllNames() update() EncoderVersion getProperties() getSentenceVectors() getSimilarWords() getStatus() getVersionNumber() getWordVectors() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngineScriptableApi identifyCIEnhanced() PredictabilityEstimate cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() PredictabilityEstimateStore add() deleteObject() get() getAllNames() update() PredictabilityEstimateVersion getProperties() getResults() getStatus() getVersionNumber() RegressionSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() RegressionSolutionStore add() deleteObject() get() getAllNames() update() RegressionSolutionVersion getProperties() getStatus() getVersionNumber() predict() SimilaritySolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() SimilaritySolutionStore add() deleteObject() get() getAllNames() update() SimilaritySolutionVersion getProperties() getStatus() getVersionNumber() predict() Table 3. New REST APIs and additional endpoints to existing REST APIs Class Methods ActivitySubscriptions GET /now/actsub/facets/{activity_context}/{context_instance} Application Service GET /now/cmdb/csdm/app_service/find_service POST /now/cmdb/csdm/app_service/register_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/populate_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/service_details Batch API POST /now/batch Case API GET /sn_customerservice/case/field_values/{field_name} GET /sn_customerservice/case/{id}/activities GET /sn_customerservice/case/{id}/field_values/{field_name} Note: In previous releases this API was called the Customer Service Management API. Customer Central API GET /cust_central/custinfo/{context}/{context_instance}/{target} CSM Attachment DELETE /now/attachment_csm/{sys_id} GET /now/attachment_csm GET /now/attachment_csm/{sys_id} GET /now/attachment_csm/{sys_id}/file POST /now/attachment_csm/file POST /now/attachment_csm/upload Identification and Reconciliation API POST /now/identifyreconcile/enhanced POST /now/identifyreconcile/queryEnhanced MetricBase Time Series API POST /now/clotho/transform SAM-Software Usage Data Integration POST /now/sam_software_usage_integration/createOrUpdate Service Catalog GET /sn_sc/servicecatalog/items/{item_sys_id}/delegation/{user_sys_id} POST /sn_sc/servicecatalog/items/{item_sys_id}/get_invalid_delegated_users Response Templates API POST /api/sn_templated_snip/response_templates/get_templates Advanced Risk Integrate Project Portfolio Management with advanced risk assessment Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Administration > Properties. 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 the 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 in 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. 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 template Version 9.0: Automate how you add approvers, issues, and owners to a risk event by 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 for banking and financial domains. Enabling Basel categorization helps you to 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 by using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.manager 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 is shared between organizations serves as an external market alert for users to understand market risks. 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. You can view the risk tolerance status in the aggregated risk report and 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. Adding risk event cause and consequence (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 your users make decisions about risk analysis, risk prediction, and prevention of risks. Selecting currency while reporting risk events (Version 9.0): Select the currency when you report risk events. Relating risk events to risk and relating 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 assessments and is also useful for accurate reporting and preventing the creation of orphan risks. Classifying rapid recovery (Version 9.0): Define rapid recovery in your risk events. Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that is generally made in five days. You can modify the default number of days for rapid recovery classification. Classifying near miss events automatically (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. Classifying gain events (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. By tracking these events, you can understand which controls are effective or which risk becomes an opportunity. Advanced Work Assignment AWA Monitoring page Monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page. This page includes performance statistics, channel summaries, and channel breakdowns. Agent Client Collector Health Dashboard The Agent Health Dashboard provides a visual overview of the status of agents in your system. Incorporate the Agent Client Collector into a custom base image for mass deployment Deploy the ACC on a virtual machine when deploying a large number of agents. Run checks and policies to monitor your infrastructure Run checks and policies to collect data on your company's infrastructure. Include the CIs you want to monitor in the policy. The data is transformed into events, metrics, or both, and is sent to your ServiceNow instance through a MID Server. Create a customized check Create a customized check based on the type of entity you are monitoring such as a server or application. Determine when you want the check to run. MID Server authentication The API Key authentication type is available as an alternative to basic authentication when configuring the MID Server with the Agent Client Collector. MID web server uses the MID Server's default certificate When no custom certificate is installed on the MID Server, its default certificate is used. 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. Scrum program planning enhancements Go to the program planning board directly after you create or update a scrum program without having to select different modules. You can do so using the Scrum Program Board related link on the program form. Edit the scrum program information from the program planning board by using the edit program icon () to open your program form. Edit your team's information from the program planning board by clicking your team name to open the team form. Add sprints to your scrum teams from the program planning board, without having to navigate through another module. For details, see Add sprints from the program planning board. Plan your scrum programs with stories that do not belong to an epic by using the Stories without epic backlog filter. View the number of unassigned stories for each epic, with the list of epics, for the selected backlog in the epic backlog pane. Unplan a story from the scrum program by dragging a story card from the planning board back into the epic backlog pane and dropping it. Story management enhancements for Agile Development 2.0 Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. If your scrum story is too large, you can convert it into an epic, and then break it down into multiple stories. You don't have to delete the existing story and create an epic. Use the Convert to Epic related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Agile Development 2.0 After upgrades and deployments of new applications or integrations, run quick start tests to verify that Agile Development 2.0 still works. If you customized Agile Development 2.0, copy the quick start tests and configure them for your customizations. Analytics and Reporting Solution Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. 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. Hardware Asset Management dashboard Get a holistic view of your hardware assets through the entire asset life cycle. Get insights into asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Predictive Intelligence for Incidents dashboard Monitor and demonstrate the strategic, operational, and automation value of Predictive Intelligence solutions with the Predictive Intelligence for Incidents dashboard. This classic UI dashboard provides operational and predictive KPIs that show the value of the machining learning solutions you implement. Offering Activity metric for Service Owner Workspace View the modified Offering Activity metric to which includes awareness of multiple catalog items connected to an offering. The Offering Activity metric reflects the per-day sum of fulfilled requests created from all related catalog items. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Escalations Overview Reports The Escalations Overview reports provide count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports The My Groups Overview reports provides count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Application Management Opt-in to or Opt-out of the products on ServiceNow Store from your instance Opt-in to the required product available on ServiceNow Store by navigating to the ServiceNow Products module. After opting in, you can access details of the applications that are part of the product, in the Licensed and Not Licensed tabs. If the application is already available (that is, installed or available for update) in your ServiceNow instance, click Manage Application to navigate to the application page and install, uninstall, or repair the application. If the application isn't available in your ServiceNow instance, click View Detail to navigate to the application listing page, view the application details and dependencies, and navigate to ServiceNow Store. You can also Opt-out of the required product.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Opt-in to the product family from your instance Navigate to the ServiceNow Products module and click Product Family Opt-in to opt in to all products in the family.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Access unpurchased and recommended applications on ServiceNow Store Access the list of unpurchased ServiceNow Store applications, view recommended applications, and view details of the required application without navigating to the ServiceNow Store. Entitle an application from your ServiceNow instance Manage application entitlement from your ServiceNow instance. After purchasing the application on ServiceNow Store, the application is displayed in your ServiceNow instance with the indicator as Instance not entitled. After providing entitlement to your instance, you can install the application if it is compatible with the version of ServiceNow instance. Entitle a product from your ServiceNow instance Manage product entitlement from your ServiceNow instance. After purchasing the product on ServiceNow Store and opting in, the product is displayed in your ServiceNow instance with the indicator as Product not entitled.Note: A product is displayed in the instance only if it is licensed. Only after providing entitlement to your instance, you can install the product if it is compatible with the version of ServiceNow instance. Repair a ServiceNow application Repair a ServiceNow application by reinstalling it. The application and its dependencies are reinstalled. Access information about the dependent applications during uninstallation Access information about the dependent applications when a user attempts to uninstall an application. The Uninstall option for an application is enabled only when all its dependent applications are uninstalled. This ensures that the functionality of the dependent applications isn't affected.When user attempts to uninstall an application, the following information is displayed in the pop-up window: List of dependent applications. List of in-development applications. Tables and records in the required application. Option to retain the application tables and data.Note: If one of the dependent applications is uninstalled after retaining the tables and data, the Uninstalled applications with retained tables list is also displayed. In this case, the Retain tables and data check box is selected by default and can't be cleared. Prompt messages to map application to subscription Track entitlements accurately by mapping the ServiceNow Store application or custom application to a subscription. Prompt message is displayed: When user navigates to the All or My Company Applications module under System Applications. The message is displayed only if there are applications that aren't mapped to subscriptions. When a user installs an application. When an application is successfully installed, in the confirmation pop-up window. Click Go to Subscription Management to map the installed application to a subscription. In the application tile of an installed ServiceNow Store application. Click Go to Subscription Management in the more actions icon () of the application tile to map the installed application to a subscription.Note: The Go to Subscription Management button isn't displayed in the application tile of custom applications, that is applications in the My Company Applications module. Application Portfolio Management Business Application Lifecycle Management services as catalog items Use Business Application Lifecycle Management Services in a similar way to requesting a service catalog item. Use the service catalog category of Business Application Lifecycle Management services as follows: Request to on-board a new business application into Application Portfolio Management (APM).This service is also enhanced with Predictive Intelligence, providing a machine-learning solution that empowers the service by suggesting a suitable category for the application when it is on-boarded. Request a review with the IT architecture review board. Retire a business application in APM. Using the service catalog Business Application Lifecycle Management services helps an IT organization to standardize its delivery services for the business application users. Each service generates a flow that tracks the follow-up actions once the requests are approved. The flow designer automates approvals, tasks, email notifications, and updates the business application record in the record table. The service also helps in proper decommissioning of the application. Multi-tier indicators as a data source for application indicators Generate application scores using a hierarchy of indicators to evaluate a business application by adding a set of indicators as the data source for another indicator. Multi-tier indicators provide information about the various dimensions of cost that helps in evaluating the value of the business application. Application Backlog view in TPM Select the Application Backlog view in the Technology Portfolio Management timeline to view the centralized backlog of records. These records can be epics, stories, enhancements, projects, or demands that impact your business application. This view facilitates prioritizing and sequencing of different task type records in one location, saving you from having to laboriously sort and filter them. APM reports using CMDB query builder Use the CMDB query builder to build complex queries that spans across multiple CMDB CI classes, APM tables, and configuration items that are associated by different relationships. You can run a scheduled job on demand that fetches the results of your query across CMDB classes, configuration items, and tables to generate APM reports. Predictive Intelligence for Application Portfolio Management Configure and train the machine-learning algorithm to make predictions based on your past record data that can help suggest a category for the new business application that is on-boarded into the APM inventory. The solution definition for Predictive Intelligence comes with a plugin that is added along with the APM plugin. You can also set a training frequency for your machine-learning solution to collect and compare existing records with new records. Capability-based planning UI enhancements Expand each level of business capability in the capability map to view its sub-capabilities and their CI scores. For a capability that is at the leaf node, you can click the Score, People, Process, and Technology links to navigate directly to the CI Scores form and the Indicator Scores form to view the scores for People, Process, and Technology indicators. These links save you from having to navigate to the forms from the application navigator. 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 Field validation for a String metric Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Reference qualifier for a Reference metric Build conditions for a Reference metric type to filter the reference records. Use the Condition field for a metric to implement this functionality. This functionality is applicable in the Now Platform, Survey Designer, Service Portal, and Virtual Agent. Association between a survey and Virtual Agent chat After a survey is submitted in a Virtual Agent conversation, the created survey instance displays a trigger ID. This trigger ID is the associated interaction ID created in the Virtual Agent chat. Asset Management Create and look up assets on mobile Use the ServiceNow® Agent Mobile app to create an asset record by scanning the asset serial number or asset tag. You can also search for an existing asset record in your ServiceNow instance by scanning the asset. 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, walk-throughs, 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 Audit Management still works. If you customized Audit Management, copy the quick start tests and configure them for your customizations. Authentication Enable self-registration to allow external user access to ServiceNow custom applications Centralize and streamline the self-registration process to make it easier to on-board a large group of external users to a custom application. Self-registration contains many configurable security requirements, offers base system Flow Designer flows, and integrates with Service Portal for a refined user experience. Support OpenID Connect (OIDC) as a Single Sign-On (SSO) Identity Provider Offer a modern and intuitive SSO experience to employees and end-users and improve the on-boarding experience for mobile applications by enabling users to log in to ServiceNow applications using their social identity provider. Support executing an OAuth script from a MID server Add a customized OAuth script to run from a MID Server when you connect to a third-party OAuth provider. Automated Test Framework (ATF) Add Attachments to Form (SP) Test the functionality of attaching a file to a ServiceNow® Service Portal form widget. Custom UI component version and order View additional information about a component by selecting it from the step custom component list. Benchmarks Guided setup for Benchmarks Opt in to Benchmarks on your ServiceNow® Benchmarks application using the guided setup. The Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as a comparative insight into the industry averages of your peers. Business Continuity Management Business Impact Analysis Assess the business critical processes of your organization and estimate the consequential impact on your business revenue, reputation, workforce disruption, and legal issues in a possible business disruptive situation. This business impact analysis helps you to gather necessary information and develop recovery strategies and plans. Business Continuity Planning Make plans to identify your business assets, loss scenarios, recovery tasks, and recovery teams. Assign roles and responsibilities to your recovery team members. Lay down documentation to implement the plan and make it available for the team at an accessible location in a crisis situation. Establish recovery strategies for your critical assets and their dependencies. Ascertain the recovery tier and recovery time objective of every asset. Business Continuity Planning feature takes you step-by-step to formulate your plan and make it viable and executable. Exercise Management Validate the business continuity plan that you developed by continuous testing and thereafter improve the effectiveness of the plan and usability during a simulated and an actual crisis. Crisis Management Apply BCM in a crisis. It helps you to focus on the direction of action and apply the right strategy to mitigate the negative impact of a disruption to the business system. 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 user and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Change Management Change success score View a team's past performance in delivering change to help make informed decisions about the approval and assignments for that change team. The score can also be used to evaluate the likelihood of the team's future success. This capability uses Performance Analytics to analyze past performance data to determine the score. View a group's change success history by clicking the Change Success score icon, which is available in all change forms for Assignment groups.Note: The Change success score feature is installed after you activate the Change Management - Change Success Score plugin, which is available with the ITSM Professional subscription only. Contact your account manager for more information. Change Management integration with Hardware Asset Management Enable real-time updates on asset records directly from a change. When the work order is completed for a deployment, update, or retirement of an asset, the CI or asset is automatically updated. This feature is available only after you activate the Hardware Asset Management plugin. Scheduling Assistant enhancement Review an improved message displayed when the scheduling assistant is unable to identify the next availability. It provides more information on why an availability cannot be found and suggests a duration that will yield availability if the schedule is for a longer duration. Enable or disable scheduling conflict messages Use the Enable/Disable Scheduling conflict message menu option to show or hide the scheduling conflict messages. This UI option is made available when the change.conflict.show_conflict_message property is set to User preference. New property to show or hide conflict messages Use the change.conflict.show_conflict_message property to show or hide the scheduling conflict message for a change request. You can choose one of the following options to configure the display of the conflict message: User Preference Always Never New properties added to trigger events for the change request state workflow Enable and use the com.snc.change_request.event.state_updated.enabled property to generate an sn_change.state.updated event when the state of a Change request is updated. By default, this property is disabled. Enter the state values that you want to consider in the com.snc.change_request.event.state_updated.states property to generate the sn_change.state.updated event. If no value is entered, the event is generated for all state changes. New conflict property to consolidate conflicts Use the change.conflict.consolidated_conflicts property to generate a consolidated list of conflicts for your change request. Conflicts will be registered only for each unique combination of the conflict type and schedule or the conflict type and the conflicting change request number. Change Management REST API enhancement Field level encryption support. Use the new encrypted_fields parameter for field level encryption support. Reference fields and Choice fields will accept display values and values interchangeably. The code logic will determine whether the value passed is a value or a display value and behaves accordingly. Cloud Insights 1.3 Government cloud service accounts are supported You can add AWS and Microsoft Azure government cloud service accounts to your Cloud Insights setup. Cloud Provisioning and Governance Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. Coaching Guided setup for Coaching Configure and set up coaching opportunities to define a critical moment in the process in the Coaching application by using a guided, sequential walk-through. Common Service Data Model Access the CSDM by using the CSDM navigation pane The CSDM includes a navigation pane used to access the CSDM domains and their components. You can select the component that you want to use from this navigation pane. For example, select Application Services in the Design Technical Services domain to create and populate your application services. When you select this component, you use a work flow to create the application service and choose the population method. You can also set a relationship between the application services and the components of other CSDM domains. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. Communities Pull model for activity feed Use the pull model to improve the overall performance of your activity feed. Activities are pushed faster to active streams. If a stream hasn't been accessed in a while by community members, activities are not pushed to it. You can configure a time period when a stream is considered as inactive. The default value for inactive streams is 30 days.Note: By using the pull model, your inactive users will experience some delay in activities being pushed when they access the activity feed for the first time. Configuration Compliance Remediation status metrics (v 12.0) View the status metrics in Configuration Compliance from the test result, test, and policy records. Focus your remediation efforts for the assets with your policies, test result groups, and policies that are out of compliance. View the number of active (open) test results and the percentage of test results currently in remediation or deferral to help you efficiently manage your remediation tasks (test result groups). View policies that show the percentage of your assets that are out of compliance with that policy. Data displayed on Remediation tabs for the test result, test, and policy records are updated daily by a scheduled job. Click the Update Status Related link to refresh remediation status metrics on-demand from the test result, test, and policy records. Enhanced change management for Configuration Compliance (v 12.0) Create change requests directly from test result groups with ServiceNow® Change Management for Configuration Compliance. Create pre-populated change requests of varying types (emergency, standard, or normal) to expedite your remediation of non-compliant software in your environment. Use change requests to help you prioritize, track, and remediate test results that require additional resources or time to remediate. Associate test result groups to existing change requests. Split large test result groups into smaller groups to help you identify test results for deferral or regroup test results and configuration items that require additional resources. When enabled, state synchronization resolves test result groups automatically after change requests are implemented. Reapply CI matching rules (v 12.0) As an administrator, you may have to edit or update a lookup rule for multiple reasons. If you change your lookup rules, reapply them on-demand and manually reconcile selected discovered items with the CMDB without having to reimport all the asset data. On-demand CMDB reconciliation on discovered items The corresponding test result-CI association is updated for active test results. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are re-evaluated. Discovered item status is updated accordingly, for example, discovered item status changes from Unmatched to Matched. Case sensitivity option for the condition builder (v 12.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the Conditions builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules CI lookup rules Calculators 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) v 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 application dependency for this feature is automatically installed with v12.1 of Vulnerability Response. The installation may take some time. Exception management for Configuration Compliance (v 11.1) 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 10.3) 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 using the reapply feature to better understand your scoring models and ensure accurate results. Configuration Management Database (CMDB) Multisource CMDB Enable Multisource CMDB to retain the history of all updates to attribute values from all discovery sources. When multiple discovery sources attempt to update the same CI (Configuration Item) attribute, CMDB uses reconciliation rules to select the discovery source whose value updates the CI attribute. Multisource CMDB retains details about the discovery source that was used for an update, and also about all the other discovery sources that were rejected for that update. Without Multisource CMDB, data on rejected updates is discarded. This includes details about the discovery sources of lower priority along with their suggested attribute values. Using Multisource CMDB you can: Control CI updates at the discovery source and CI attribute level. Visualize the source of attribute values, for each discovery source and at the attribute level. Drive operational insights from Multisource CMDB data. Modify reconciliation rules and then recompute and update CMDB data to reflect the updated reconciliation rules. Revert CMDB data integration from a specific discovery source, if for example, you realize that the discovery source is not reliable. You can recompute CI attribute values, while excluding the discovery source that you want to ignore. Improve data management and data quality by querying on Multisource CMDB data. Use the Multisource Report Builder to find, for example: All the discovery sources populating data in your CMDB. Differences in attribute values across discovery sources, and differences in attribute values of discovery sources compared to CMDB data. CIs not reported by any discovery source. You can limit the report results to only those CIs that belong to a specific application service, technical service, or CMDB group. CSDM-based workflow for creating application services Use a wizard-like tool that guides you through all the necessary configuration steps for creating and populating an application service, following CSDM workflow. Using this tool, you can configure an application service with the following CMDB-based service population methods: Dynamic CI Group: The Dynamic CI group service population method is based on a CMDB group. Manual: The manual service population method is based on selecting a CI for the application service. To use application services effectively, ensure that they are fully configured and are populated. You can monitor the health state of application services in the Application Services Dashboard, which shows details about incomplete application services. Edit the application services that are missing service population methods or other important details, as indicated on the Application Service Dashboard. CMDB query support for application services Query on application services using a CMDB query in the CMDB Query Builder: Query on application services in the context of non-CMDB tables. For example, query on the incidents or changes for CIs of a particular application service. Query on patterns between an application service and other nodes in the query. Include all CIs within an application service in a CMDB query, not just the application service CI. Add multiple non-CMDB tables to a single CMDB query, including to a query which contains an application service. For example, you can query on both incidents and changes associated with a particular application service, in the same query. Filters in reconciliation rules view Filter reconciliation rules in the Reconciliation Rules page in the CI Class Manager. You can filter by attributes to easily find out which reconciliation rules are for a specific attribute. You can also filter by discovery source to find which reconciliation rules exist for a specific discovery source. IntegrationHub ETL store app Use the IntegrationHub ETL store app to create and 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. CSDM and the CMDB Data Foundations Dashboards store app Use the CSDM and CMDB Data Foundations Dashboards store app to gain insights into key foundational indicators of the Common Service Data Model (CSDM) and CMDB. These dashboards provide visibility into potential risks in the implementation and include recommendations to mitigate those risks. Follow the recommendations to ensure that CSDM and CMDB are properly configured for optimal usage. 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. Connections and Credentials Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Extended scope protection and support Classify certain types of Connections and Credentials records as belonging to a scope, and extend scope protections to them. Extending scope protection policies to these records prevents interactions with records that are private to another scope. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. Contact Tracing Track user daily contact logs Send users 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 users 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 a person 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 people. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those people. Create requirements that restrict return to work eligibility to people that have not been potentially exposed and are not being actively investigated in a contact tracing case. Manage user badge data and Wi-Fi access logs Manage data for user badges and badge readers to track and control user access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected user has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed users who might have come into contact with affected users. 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 users who used the same Wi-Fi network as the affected user. 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 users 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, user 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 users to request a list of co-workers with whom they interacted on a given day. Add wearable or handheld computing devices assigned to users Add wearable devices such as Bluetooth LE-enabled devices that are assigned to users to enable them to connect to the Wi-Fi network in your workplaces. Also map handheld computing devices that are assigned to users 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 users to notify them of a potential exposure from an affected user. Assess the health of potentially exposed contacts with Virtual Agent conversations for Contact Tracing Using SMS outreach, ask potentially exposed contacts questions based on the Exposure Case Task Survey and use the responses to assess the health of a potentially exposed contact. Configure the Exposure Case Task Survey outreach to be sent automatically or manually while working on a case task. If survey recipients agree to the organization's privacy consent policy, they can reply to the survey via SMS. Collect and import risk scores with Devvio integration Identify at-risk and potentially exposed users by importing and monitoring risk scores from user wearable devices and external systems. Integrate Contact Tracing with the DevvTrace platform to collect user risk scores based on interactions at the workplace. Use domain separation with Contact Tracing Use domain separation with Contact Tracing to separate data, processes, and administrative tasks into logical groupings called domains. Control several aspects of this separation, including which users can see and access data. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Contextual Search Contextual Search properties for search results widget The following two contextual search properties have been added: Collapse the search results widget when creating a new record in a form(com.snc.contextual_search.widget.form.open_collapsed_new_records): Controls whether the search results are expanded or collapsed when you create a new record. Auto expand the search results widget when search field updates in a form(com.snc.contextual_search.widget.form.expand_on_search_field_update): Controls whether to auto-expand and run the search when you update the search field. Continual Improvement Management Guided setup for Continual Improvement Management Get your Continual Improvement Management up and running using a guided, sequential walk-through of the setup. Associating a service offering with an improvement initiative Associate a service offering with an improvement initiative using the Service Offering field on the Improvement Initiative form. Integration of Continual Improvement Management with Process Optimization Use Process Optimization throughout the entire Continual Improvement Management life cycle to proactively assess the as-is process to find new improvement opportunities. Navigate to the Process Optimization workbench from the Continual Improvement Management workbench to analyze the process data and uncover new tasks or missing steps to help improve the process. You can also create a new process optimization model for additional analysis. Pre-built process optimization definitions and models Find the predefined process optimization content pack for ServiceNow®ITSM processes available in the ServiceNow® Store. You can use the available process definitions by navigating to Process Mining > All Projects to optimize processes related to Incident, Problem, Change, and Request. Process Optimization related list Find or associate new Process Optimization process models using the Process Optimization related list available on the Improvement Initiative form. 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. 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. Playbooks for Customer Service Management Use playbooks to automate complex customer service processes that span multiple teams and systems, and easily manage the life cycle of a specific case type. Playbooks provide step-by-step guidance for managing and resolving different case types. Case playbook for onboarding Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion. Case playbook for complaints Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer. Case playbook for product support Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues. Auto-Responder recommendations for case deflections Deflect cases by automatically sending relevant content to a customer after a customer contact or a consumer creates a case. Integration with Adobe Experience Manager Deliver a pre-integrated web experience for external customers by extending Knowledge Management and Case Management capabilities through ServiceNow components in Adobe Experience Manager (AEM). Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Industry data model Expands the Customer Service data model, including the install base model, to provide the flexibility and security needed to support industry verticals and to model households and business locations and their relationships. It provides support for: Organizations with internal and external business locations and users Households and household members Customer central Provide efficient and supportive service to your customers by accessing all customer information and activity in a single, centralized view on ServiceNow®Agent Workspace. Integration with Service Portfolio Management Give your customers better visibility into the services, service commitments, and service availability of their install base by connecting sold products and service offerings. Product model and catalog items relationships Enable your customers to request services on products by creating relationships between product models and catalog items. Guided decisions Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. Trending case topics Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Messaging Engage customers in the messaging channel of their choice, for example, Email or SMS. Outsourced Customer Service Manage outsourced customer service providers on a single platform. Agents belonging to these organizations can fulfill the cases just as the company’s fulfiller would. Outsourced Customer Service dashboard The Outsourced Customer Service dashboard enables the OSP manager to view the number of SLAs breached, unassigned open and resolved cases, average resolution time taken to resolve cases, and so on. Use the information on this dashboard to spot problem areas and plan your case management strategy going forward. Walk-up Experience for Customer Service Customers can check in at a store (or login and make appointments on the portal) and the store representatives then create a case. Managers monitor and assign cases manually, view dashboards, and capture customer satisfaction. Walk-up Experience for guest users Guest users can use ServiceNow®Walk-up Experience from either the Consumer or Customer Portal and manage appointments online. Native Pre-chat Gather context for chat conversations using native pre-chat capability. This context can be used to route the chat to the appropriate chat queue or group and to make the agent aware of the context to better help customers. 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. Integrating WhatsApp with Customer Service Management through Twilio Deliver a pre-integrated WhatsApp chat conversation experience for consumers and customer contacts by using the Conversational Integration with WhatsApp (powered by Twilio) application. Integrating LINE with Customer Service Management Deliver a pre-integrated LINE chat conversation experience for consumers and customer contacts by using the Conversational Integration with LINE application. Quick start tests for Customer Service Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management still works. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. Data archiving Document the data archive table size limits Reference the limits on the size of an archive table you can create to store data. Automatically re-archive restored records Set a property to automatically archive restored records again after a predetermined time interval. Restore record with related records option Restore related records from the archive log and archive (ar_) tables. Destroy related records option Delete related records from the archive log and archive (ar_) tables through an archive destroy rule. DevOps Customer-managed Change Management 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 task in the ServiceNow DevOps extension for Azure DevOps, 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. Version 1.23: Automatically import and categorize GitLab JUnit tests during pipeline execution. GitHub integration Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials. Jenkins integration 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 orchestration and test tools 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. Stability and change metrics added to DevOps Insights dashboard Version 1.14: View stability metrics, including mean time to repair (MTTR) and service availability, based on incident and service availability records. Use the ServiceNow 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 enhancements 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 for Azure DevOps, Jenkins, and GitLab Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins 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 in versions 1.10, 1.11, and 1.12, 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. Domain separation Domain separation application properties Modify applications that use domain separation without having to create code every time you want to add or change functionality through two new tables: the System Application Property table [sys_application_property] and the System Application Property Value table [sys_application_property_value]. Edge Encryption Compatibility with Mobile payloads and UI Edge Encryption is now compatible with Mobile payloads. As a result, Edge Encryption is also compatible with Mobile UI and flows. Compatibility with graphQL payloads Edge Encryption is now compatible with graphQL payloads. As a result, Edge Encryption is also compatible with the graphQL-based UI, such as workspace. Emergency Exposure Management Track possible exposure between users If a user self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected user to identify others who might also be exposed. Fetch potentially exposed user data from a data source Work on the diagnostic request task to get information about potentially impacted users 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 users. Set up a tracing system Set up a tracing system for your exposure data source to identify potentially exposed users by running the diagnostic requests for an affected user. Use the Location tracing system to find users co-located with the affected user, for example, on the same floor or building. Use the Outlook meetings tracing system to find users who accepted the same meetings as the affected user during the specified time period. Fetch data for potentially exposed users from Cisco DNA Spaces or a Zebra MotionWorks proximity report Fetch potentially exposed user 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 users and populate the corresponding related lists on the Diagnostic Request form. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Emergency Outreach Send notifications for daily health verification Use Emergency Outreach to notify users to report their daily health status. Users 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 user's status. Resend the outreach notification to users who did not respond. Automate responses with response scripts Use response scripts to automatically take actions based on user 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 user'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 ServiceNow®Employee Readiness Core plugin. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Create an Emergency Outreach notification channel Create a notification channel to send health status requests using your organization's preferred communication method, such as Slack. Report your health status by email or mobile During a public health crisis, users can also respond to organizations through email or the ServiceNow® Now® Mobile app and let their organizations 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, users can self-report their health status to their managers. Managers can track the health status of their users and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all users and sort the data for analysis and action. View self-reported user HR tasks The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of user reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the organization. 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 users. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Health Screening Screen users and visitors for entry to the workplace Use your smartphone, tablet, or computer to determine whether a user is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the user's temperature and whether the user has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace. Add an Employee Readiness Surveys email notification for daily health verification. Monitor progress with the Employee Health Screen Overview dashboard Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace. Verify your health status and compliance Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace. Integrate Customer Service Management with Safe Workplace applications Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Core Track health and safety compliance with user records Automatically create a health and safety user record when a user fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create records for users that do not have any activity towards completing requirements. Use these records to monitor the status of user health and safety compliance. Create and activate health and safety requirements Use health and safety requirements to define the criteria that users 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 users 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 users to check their progress on organization 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 user 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 a user is ready to return to the workplace. Create and activate requirements that users must fulfill before they can return to the workplace. Track when a user 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 a user has agreed, disagreed, withdrawn consent, or has not responded. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Surveys Add or modify notifications for Employee Readiness Surveys Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs. Create or customize Employee Readiness Surveys Review the default user workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Travel Safety Request permission to travel Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually. Approve or reject travel requests As a manager or designated travel approver, review and approve travel requests. When a user 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 organization'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 users, managers, travel approvers, and user travel contacts to customize the notifications for your organization. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Enterprise Employee Experience Pack Keep your users informed with the Return to Workplace campaign Use campaigns to deliver important messages and information to users going through the return to workplace process. Target users that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center. Prepare users to return to the workplace with Return to workplace - lifecycle events Automate a collection of activities to help prepare for the return to work process for your users and your workplace. Provide information to your users with Return to workplace - Knowledge Management Use Knowledge Management to provide information to your users during the return to workplace process. Enable your users to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed. Event Management Landing page for alerts Use the Overview tab on the alert form in ServiceNow® Operator Workspace as a landing page when selecting an alert from the alerts list. The information displayed on the tab varies, depending on the type of alert you are viewing. On the Overview tab, a notification message for the alert appears if both of the following are true: The alert priority is High or Urgent. The alert has impacted services. The Overview tab appears only for alerts with an assigned CI. Probable root cause analysis (RCA) Root cause analysis (RCA) provides a list of probable root causes for alerts or alert groups, or both. It correlates alerts and change requests with relevant CIs, based on CI topology. It then calculates the root cause score to identify probable root causes. The root cause score is used to prioritize probable root causes on the list. Its calculation is based on change requests, alerts, and CI topology, and refined using configurable filters. Dynamic alert form layout The tabs and sections that appear on the Alert form in Operator Workspace vary, depending on the type of alert that is selected. Only tabs relevant to the selected alert type appear. NLP-based alert groups Event Management uses clustering models to identify common text patterns in alerts and create alert groups. Identifying alert groups using generalized patterns Generate automated alert groups according to either a specific CI or a CI class. Create a user view in Operator Workspace Save multiple user views in the Operator Workspace dashboard. Once you save a view, you can access it in a list on the Operator Workspace dashboard. You can create the following view types: Private: Created by and visible only to the user that is logged in. Global: Created by an Event Management administrator; visible to all users. Field Service Management Field Service Contractor Management Manage contractor companies: Outsource work order tasks to third-party contractor companies by onboarding the contractor companies and their workforces. Route the work order tasks to an appropriate external assignment group from these contractor companies based on location, skills, and product models to perform the assigned tasks on your behalf. Field Service Contractor Portal: Use the Field Service Contractor Portal to manage agents and access all work order task-related information and activities in one central space. When work order tasks are outsourced to a contractor company, the external manager can do the following activities on the work order task: Onboard and offboard agents View work order task details Reassign work order task to agents Create the parts requirement Source required parts for the task Access the stockroom Track work order task progress Customer Experience for Field Service Management Notify customers of the status of their work order tasks, appointment booking, and the agent's current location through email and SMS. View work order task details to track the work orders that are raised. View the field service agent location to track the estimated arrival time and current location. Provide feedback on the agent service by rating the service and posting comments in the review comments field. Integration with Customer Service Manage appointments in Agent Workspace: Manage appointments for work orders that are created from a case in ServiceNow®Agent Workspace. Automatically close the case when related work orders are closed: Close the case automatically when all related work orders in that case are closed. Automatically update the case when each work order state is updated: Automatically update the case when the state of the related work order task is changed. Dynamic scheduling Rank agents based on the availability of mandatory parts: Rank agents based on the availability of mandatory parts required to perform the job when assigning an agent to the work order task. Prevent dynamic scheduling of rejected work order tasks: Prevent the dynamic scheduling of a rejected work order task to the same agent for the next 24 hours. Administrators or dispatchers can manually assign the work order task back to the same agent. As a field service agent, you can manually assign the work order task back to yourself. Prevent assignment of work order tasks to excluded field service agents: Prevent the dynamic scheduling of a work order task to an excluded field service agent. Administrators or dispatchers can manually assign work order tasks to an excluded agent, if required. Group assignment Preferred assignment group: Select your preferred assignment group to route the work order tasks, such as the internal group or external group. Assign tasks to groups based on required skills: Assign work order tasks to an appropriate group based on the mandatory skills required to perform the task. Assign tasks to groups based on product models: Assign work order tasks to an appropriate group based on the covered product models required to perform the task. ServiceNow® Agent mobile application Track the current location of field service agents: Track the current location of field service agents based on the actions that they perform during the field service. Search for a work order and work order task: Use a keyword to search for a work order or work order task. Search for inventory and parts: Use a keyword to search for an asset or a part. Pause a work order task: Pause the timer on your work order task when you want to take a break from the task activity and then resume work when you're available. Log incidentals: Log incidental costs such as car rental cost, mileage, and vendor cost in your work order task to track the expenditure of the work order task. Agent location history map View the location history map of your field service agents to track and review their activities over a historical period. Inventory management Specify required parts: Use the Mandatory option to specify the parts required to perform the work order task. Automatically reserve parts in the agent stockroom: Reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks. This requirement applies to all assignment types, such as manual, dynamic scheduling, and auto assignment. Automatically close transfer order tasks: Automatically close a transfer order line task when the part is received and delivered within the agent stockroom. 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. Financial Services Card Operations Credit card service requests Submit and manage requests for credit card service that you receive from customers of your financial institution. Each request type triggers a workflow that creates corresponding tasks for the credit card service case. Agents work on these cases and tasks to resolve credit card service requests. Automated workflows to facilitate rapid case resolution Quickly resolve credit card cases through workflows that are automatically triggered by credit card service requests. Related tasks are automatically triggered by selected card requests and provide customizable instructions that enable credit card, credit assessment, and document service agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Card Operations uses application administration. The application-specific admin role for Financial Services Card Operations is Credit card admin [sn_bom_credit_card.admin. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Card Operations application. This data model stores customer data and supports banking requests. Financial Services Loan Operations Business and personal loan service requests and exceptions Submit and manage requests and system-generated exceptions for all types of business and personal loan services. Each service type triggers a workflow that creates corresponding tasks for the loan service case. Agents in loan, credit, and document service teams work on these cases and tasks to resolve these loan service requests and exceptions. Automated workflows to facilitate rapid case resolution Quickly resolve loan cases and exceptions through workflows that are automatically triggered by loan service requests and APIs. Related tasks are automatically triggered by selected loan services. These tasks provide customizable instructions that enable loan, credit, and document service agents to more efficiently resolve and close cases. These workflows are built using Flow Designer. Inbound and outbound document management Manage and track all inbound and outbound documents that are used in workflows for loan operations. The Document Management service determines the documents that are required in a workflow, and it automatically generates document verification tasks for the document agent. Performance Analytics dashboards Use Performance Analytics dashboards to get an insight into how the team and business is performing. Dashboards with customizable views are available for Business Loan Operations and for Personal Loan Operations. Application-specific admin role Financial Services Loan Operations uses application administration. The application-specific admin roles for Financial Services Business Loan Operations and Financial Services Personal Loan Operations are Business Loan admin [sn_bom_loan_b2b.admin] and Personal Loan admin [sn_bom_loan.b2c_admin] respectively. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from the Now Platform® and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Loan Operations application. This data model stores customer data and supports banking requests. Data of business customers is separated from consumer data into separate tables. Financial Services Payment Operations Payment inquiries Submit and manage requests for payment inquiries that you receive from your customers and third-party banks for your financial institution. You can submit requests for Beneficiary Claim Non-Receipt or Payment in Error payment inquiries. Inquiry agents work on and resolve these payment inquiries via inquiry cases. Payment claims and debit approvals Submit and manage payment claims and debit approvals for your financial institution. Payment claims can be submitted internally from a customer of your bank or externally from a third-party bank. Claim agents determine the validity of these claims and identify the source of refund. If a refund should be paid from internal sources, claim agents create cases for debit approvals. Automated workflows to facilitate rapid case resolution Quickly resolve payment cases through workflows that are automatically triggered by payment service requests. Related tasks are automatically triggered by selected payment requests and provide customizable instructions that enable inquiry and claim agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Payment Operations uses application administration. The application-specific admin role for Financial Services Payment Operations is Payment admin [sn_bom_payment.admin]. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Payment Operations application. This data model stores customer data and supports banking requests. Flow Designer Content filtering for Flow Designer Specify what content a user can access based on the user's role. Create a flow with roles Create flows and subflows that run with specific roles. Assigning roles enables you to create user-initiated flows that run with their own roles rather than the user's roles. Create complex object templates Save complex objects as templates for use as outputs in steps or actions. Delete Multiple Records step Look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Duplicate an action or subflow Duplicate an action or subflow within a flow. Get Catalog Variables action Get multi-row variable sets when accessing ServiceNow®Service Catalog variables. Key Value Map transform function Use a transform function to return a value associated with a matching data-pill key. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Submit Catalog Item Request action Create a requested item [sc_req_item] on a Service Catalog Request [sc_req]. Test a flow, subflow, or action in the background Use the Run test in background option to test a flow, subflow, or action asynchronously in background. Update Multiple Records step Look up and update multiple records as a single step. Using this step removes the need to separately look up a list of records and then process the list with a Script step. Set field values with a template or add and configure them using data pills. Update Multiple Records action Look up and update multiple records as a single action. Using this action removes the need to separately look up a list of records and then process the list with For Each flow logic. Set field values with a template or add and configure them using data pills. Use a script to check if a flow has an Ask for Approval action In an inline script or Script step, use the hasApprovals() method in the FlowAPI class to determine if a flow contains any Ask for Approval actions. Use Flow Data actions to create reusable Process Automation Designer activities Collect data from agents interacting with a Workspace playbook. Use this data to create reusable activities for process owners using Process Automation Designer. 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 GRC Dashboard Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects of the business applications that you use in your enterprise. The dashboard, available from ServiceNow®Audit Management, Policy and Compliance Management, and ServiceNow®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. SIG 2019 Support Version 10.0: 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. 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 Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRC Virtual Agent chatbot also assists customers by saving their time. Virtual Agent support for policy exception 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. HR Service Delivery Case and Knowledge Management Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Translations for HR cases and tasks Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language. Employee Profile table The Employee Profile (sn_employee) plugin provides an Employee Profile (sn_employee_profile) table that makes the employment start date and employment end date fields available outside of HR Service Delivery. Employee relations cases Support sensitive Employee Relations cases with tighter security and protection of privacy. You can create an Employee Relations (ER) case without adding an Opened for or Subject person. You can also create related records for allegations, interviews, and corrective actions. Employee Service Center Provide a single, unified portal for employees to get all the information, services, and help that they need. Campaigns for HR Service Delivery Provide an easy-to-use, single-page view for managing content and assembling your campaign. You can drag your stages (bundles) and content into a campaign's layout. Employee Onboarding and Transitions Automate onboarding and other employee lifecycle events that span multiple departments, which helps to improve employee satisfaction and efficiency across HR and other departments. Rescind process for a lifecycle event case Cancel and revert work done in a lifecycle event case with the rescind process. You can define rescind activities to notify employees and departments when a case is rescinded. These activities can trigger automated flows and revert work that has already been completed, such as the provisioning of equipment or the setting up of a workplace. Microsoft Azure AD integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Microsoft Azure AD integration. This integration requires the Microsoft Azure AD spoke in IntegrationHub. 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 plugin (com.sn_hr_lifecycle_ent). Sailpoint integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Sailpoint integration. This integration requires the SailPoint IdentityIQ for Service Catalog v2 app from the . 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 plugin (com.sn_hr_lifecycle_ent). Document Templates Create HTML and PDF document templates for generating standard letters or documents by using the Document Templates application. Multiple participants can fill, sign, and review a standard letter or a document online. HR Service Delivery Agent Workspace Integrate the platform functionality for HR agents into an easy-to-use interface. HR Service Delivery Agent Workspace Provide HR agents with a multi-tab interface for managing multiple cases and a heads-up contextual display that quickly orients them to their tasks. As an HR administrator, use guided setup to guide you through the initial configuration. You can access guided setup under HR Case Management. HR Service Delivery Agent Workspace landing page Provide a personalized and engaging experience for the HR agent. An HR agent can see high-priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes all from the landing page. HR Service Delivery Agent Workspace Playbook Provide HR agents with a singular view of Lifecycle Event cases. An HR agent can use the playbook to see the cases, tasks, time lines, and all team members who are working on the onboarding case. Employee Document Management for HR Service Delivery Agent Workspace Move employee documents from a case in HR Service Delivery Agent Workspace to Employee Document Management. Employee Document Management provides a central repository that enables quick and easy identification of documents using different sorting features. Create and upload employee documents from HR Service Delivery Agent Workspace if you have the [sn_hr_ef.document_writer] role. View all the actions that have been performed on an employee document in the Audit Trail tab. Machine learning solutions for HR Service Delivery Agent Workspace Automatically determine the correct HR service and assignment group for an HR case in HR Service Delivery Agent Workspace. Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview Consider the effort, agent availability, capacity, and skills required for HR cases and chat based on the Skill Management and Skill Determination applications. Configure Chat Setup for HR Service Delivery Agent Workspace Provide a real-time messaging system that HR agents use in HR Service Delivery Agent Workspace to interact with employees. Computer telephony integration (CTI) demo installation and configuration for HR Service Delivery Agent Workspace Provide demo data to test the phone communication channel for inbound telephone calls in a non-production instance. Machine learning solutions for HR Service Delivery Use machine-learning algorithms to automatically determine assignment groups and services for HR cases, automatically create cases from emails, and discover knowledge articles and catalog items that help in resolving HR cases. Assignment group for an HR case Automatically determine the assignment group for a case. An HR agent can transfer the case to the correct assignment group instead of spending significant time manually identifying groups for HR cases. Knowledge articles and catalog items Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center or an HR Ticket page. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and the top three catalog items to the employee. Related knowledge articles Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page. Similar knowledge articles Discover similar information across knowledge articles that are based on the short description of the HR case and the text in the Related Search Results. HR agents can see these similar knowledge articles to help resolve a case. HR Predictive Intelligence Workbench Explore pre-built common use case templates, including automatically trained models, that guide you through your predictive model implementation journey. Triage your HR cases correctly and reduce resolution time by using the pre-built template that automatically determines HR services for cases. Create and train predictive models by duplicating an existing model and selecting multiple models to test familiar data. You can also evaluate and tune the predictive models that you create. Test your predictive models to decide which ones are best to implement into your business process. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Hardware Asset Management Asset life cycle automation Keep your asset data accurate by automating the update of your asset records throughout the asset's life cycle. Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs. Hardware Asset dashboard Get a comprehensive view of your hardware assets through the entire asset life cycle. You can get insights into your asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Hardware model normalization Get visibility and control of your hardware models and assets throughout your IT environment. You can use the hardware library and normalization rules to gauge your hardware assets and plan for a refresh when an asset approaches its end of life. You can also normalize details, such as the manufacturer, product, model, and device type of your hardware and consumable models. Auditing your asset inventory Conduct scheduled or unplanned audits of your stockrooms and other locations such as offices or datacenters. You can use the ServiceNow® Agent mobile app to scan hardware assets for the audit. You can also view detailed audit results to see the assets that are expected at the location and the assets that are found. Quick start tests for Hardware Asset Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Hardware Asset Management still works. If you customized Hardware Asset Management, copy the quick start tests and configure them for your customizations. Health and Safety Testing Request a COVID-19 diagnostic test Provide the ability for users to request a COVID-19 diagnostic test if they have been potentially exposed, are having symptoms, or want testing for another reason. Report your COVID-19 diagnostic test result Enable users to report COVID-19 diagnostic test results so they can provide the organization with an update on their health status. Add COVID-19 test providers Create a list of COVID-19 diagnostic test providers that your organization uses to schedule testing for users. Customize the notification for potentially exposed individuals Modify the notification email that is sent to potentially exposed individuals to customize the notification for your organization. Set up health test privacy Set up a privacy consent process for users who are providing health and safety testing data to your organization. After users agree to a testing privacy consent, they can request or report diagnostic data. ITOM Health Event Management Event Management helps you to identify health issues across the organization's IT infrastructure on a single management console. It provides alert aggregation for discovered services, application services, and automated alert groups. For information on new and changed features, see 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 use this analysis to prevent potential service outages. For information on new and changed features, see the Operational Intelligence release notes. ITOM Optimization Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. ITOM Visibility Firewall Audits and Reporting Discover and take inventory of your firewall security policies, devices, device groups, and manager information with Firewall Audits and Reporting. You can also request new firewall rules using Service Catalog as well as auditing firewall security policies for a given time period. This release includes discovery of Palo Alto Network Firewalls.This outcome-driven store application is for firewall administrators. Key features include: Service portal request fulfillment task management and automated ITSMchange creation Discovery and inventory of firewall devices and policies in the ServiceNow CMDB and audit framework for policy governance. 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 that you have upgraded to the Paris release. Important: Firewall Audits and Reporting is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. Discovery using application fingerprints based on ML Use machine learning (ML) to automatically classify and categorize discovered running processes and provide suggestions for pattern developers. An ML ranking algorithm helps to prioritize unmatched process signatures and helps discovery administrators create patterns with a single click. ITOM Visibility uses Predictive Intelligence to perform initial analysis of discovered processes and suggest applications that you might want to discover. When using this method, ITOM Visibility automatically creates a Configuration Management Database (CMDB) configuration item (CI) class, a classifier, or a pattern for the new application CI class. Certificate Inventory and Management Additional features provide the following capabilities: Discover certificates used by the ULRs/endpoints with Service Mapping. Discover TLS certificates from the Certificate authority. Take advantage of external storage credential support for discovery of TLS certificates from GoDaddy and DigiCert. Discover certificates using net new patterns for TLS certificate discovery from Sectigo and Entrust. Bulk import certificates by using a URL discovery schedule. Enhanced notification features provide the following capabilities: Create events and alerts for expiring and expired certificates if the Event Management plugin is installed. Be notified in Slack of expiring and expired certificates using the Discovery property glide.discovery.certs.slack_channel_id. AWS Discovery - Assumerole enhancements Access Amazon Web Services resources with new AssumeRole cases such as member to main, member to member, or cross organizations. These cases are supported by an Accessor account, which is used to invoke the AssumeRole call. Use the AWS Cross Assume Role Parameters module to specify the parameters for the AssumeRole call. Cloud Discovery - Support for GCP organizations and Azure management groups Discover cloud resources by providing IDs for GCP management groups or Microsoft Azure organizations and projects. When discovering an organization or project with an ID, Discovery finds related projects in the same organization. Likewise, Discovery finds all subscriptions related to the management group ID. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. CSDM-based workflow for creating application services Create application services and populate them using patterns or tags using the new workflow available from the Common Service Data Model CSDM (CSDM) navigation pane. You can add relationships between application services and other service-related objects in the CSDM: Business Application, Technical Service Offerings, or Business Service Offerings. View the change history of application services in Agent Workspace View changes made to an application service and to the individual configuration items (CIs) comprising the service in Agent Workspace. You can also compare the service status before and after a certain change or problem. The change history is useful for maintenance, planning, or troubleshooting procedures. Framework enhancements Discovery - Pattern OrchestratorTrigger multiple Discovery patterns for a related collection of data with Pattern Orchestrator. This process reduces issues with large datasets that can cause slow discoveries and out-of-memory issues on a MID Server. Track and manage the flow of pattern executions with new components such as Trigger Rules, Pattern Outputs, and Pattern Inputs.MID Server Resource ReservationReserve resources before a task is assigned to a thread. If the resources the task needs aren’t available, that task waits in the MID Server’s work queue while other tasks are assigned to the thread. Enable this capability through the MID Server parameter mid.probe.wait.resources. Performance Analytics Content Pack for Cloud Resources This dashboard shows the aggregated view of all Cloud resources. You can see the combined analytical views, visual summaries, and visual details 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. It supports the following Cloud providers: AWS, Azure, and VMware. WMI performance host detection ServiceNow provides an out-of-the-box solution that tests each Windows host on a host-by-host basis. It will run the legacy WMI if your remote Windows systems are not running PowerShell or your MID Server cannot access the admin$ share folder. If you have PowerShell and access to the admin$ share folder, the enhanced WMI will be used. If you previously downloaded the update set, remove it prior to upgrade. The out-of-the-box solution will determine WMI use dynamically. See the Windows Discovery on Madrid Patch 3 and later - known issues and workarounds [KB0753561] article in the HI Knowledge Base for more information. Discovery properties Control several aspects of the horizontal discovery process through Discovery properties. glide.discovery.certs.slack_channel_id: Indicates the Slack channel ID where certificate notifications are sent. sn_discovery_firewall.default.rule.task.policy.owner.group: Indicates the name of the assignment group that owns or is assigned to firewall rule tasks. sn_discovery_firewall.default.rule.task.approval.group: Indicates the name of the approval group that is used to approve the firewall rule tasks. 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 (large payload enhancement) Kubernetes Istio (extension) OpenStack VMware NSX Cisco network switch (WAP extension) Palo Alto firewall Fortinet firewall Juniper firewall ITSM Agent Workspace Outage improvements Identify outages through unique values in the Number field on the outage form and in the Outage related list. Link Outage to Incident Link the appropriate outage to the incident in the Agent Assist using the Link to Incident UI action in the Outage search category. Agent Scheduling Manage your own schedule by swapping shifts with your peers or making time-off requests. ITSM Virtual Agent ITSM Virtual Agent Lite Get familiar with virtual agent technology to improve your ITSM self-service experience with a streamlined conversational interface. Quickly begin using several pre-built ITSM Virtual Agent Lite conversation topics, including: Report an Issue Check Ticket Status Search KB Note: Requires activation of the ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin. ITSM Virtual Agent topic conversations Duplicate and extend several pre-built conversation flows. Expand your conversation library by publishing these additional pre-built topic conversation flows: Search Fallback Topic: Dynamic topic that runs a search of knowledge base articles and catalog items when no existing conversation topics match the users' query. Integrates with catalog and knowledge base search. Create incidents With Similarity (Template): Prevents duplicate incidents. Dynamic Greeting Topic: Dynamic topic with a time-based greeting that references users by their first names, and includes any outage, incident, and request information. Report IT Issue (Template): Provides an additional create incident option for utilizing a record producer to dynamically drive the report IT issue conversation. Manage Office 365 Group (Template): Provides automation with Microsoft Office 365 group. Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin. Pre-built Predictive Intelligence clustering solution definitions Use data to help you identify ITSM Virtual Agent topic conversations that can best support your business. ITSM Virtual Agent notifications Get automatically notified by ITSM Virtual Agent regarding the status of your incidents and requests. Managers can receive notifications when approvals are ready for review. Natural Language Understanding improvements Benefit from several added utterances to the Natural Language Understanding (NLU) model for greater precision when identifying user intentions. Utterances are added to the NLU model for the following topic conversations: Escalate IT Ticket Service Disruptions Email Setup VPN Connectivity Guest WiFi Access Import and Export Data Stream (IntegrationHub) data source Enable platform Data Sources to load data from ServiceNow®IntegrationHub Data Stream actions. Incident Management Plugin for solution definitions The Predictive Intelligence for Incident plugin (com.snc.incident.ml) enables helps you to leverage machine-learning algorithms with application logic for predicting open change request and open problem for Incident. Predict the value of the Configuration Item and Service fields Train the machine-learning (ML) algorithm through two solution definitions, Incident Configuration Item and Incident Service, to predict the value of the Configuration Item and Service fields based on the value in the Short description field. Both Predictive Intelligence and Incident Management must be active on the instance. Solution Definitions of similarity solution type Train the machine-learning (ML) algorithm through the solution definitions Similar Incidents, Similar Open Incidents, and Similar Resolved Incidents as templates to predict similar incident records to which you can link the current incident record. Both Predictive Intelligence and Incident Management must be active on the instance. Ability to filter on service offerings Enter service offerings in the Service Offering field to see the service offerings affected by the incident in the Service Offerings related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items, affected CIs, or impacted services. Instance Data Replication (IDR) Introduce discrete mappings to producer replication sets Add discrete mapping to producer replication sets to enabledistinguishing different consumer replications. Administrators have better visibility to track and send records to the intended consumer. IntegrationHub JSONStreamingBuilder and XMLStreamingBuilder APIs Build a large streaming or non-streaming JSON or XML payload to use in a REST or SOAP request to send bulk data to a third-party API. For example, you can use these APIs to create a JSON payload in the ServiceNow® Flow Designer Script step and pass the returned value to the REST step to send the request to a third-party service. JSON parser step Add the JSON parser step in ServiceNow® Action Designer to map inbound JSON payloads to complex object outputs. Access these outputs as data pills in your flows for outbound integrations. Access controls for outbound transactions Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. IntegrationHub spokes on the ServiceNow Store Check the ServiceNow Store for IntegrationHub spokes released on an ongoing basis. Investment Funding Allocating funds Allocate funds to investments in addition to the received funds. You can keep a certain percentage of funds over the received funds as a buffer, and use these funds when there is any additional requirement. View the past funding history of investments in a graphical form in the Allocate Funds grid. This enables you to view the funding details of your child investments for past fiscal periods. Investment entity Create new entity records while adding entity records to allocate funds without having to navigate to the source entity form. You should have sufficient privileges for the source entity to create it from the allocating funds slider. While creating investment entities, you can select entities that are enabled for funding only for that entity based on a hierarchical order. For example, a portfolio entity can fund a program, a program can fund a project, a project can request from a program, and a program can request from a portfolio. 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 article authoring in Microsoft Word Author content in Microsoft Word and use ServiceNow workflows to publish the Word document as a knowledge article using the Knowledge Management - Add-in for Microsoft Word. Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Editing functions in the HTML editor Create more presentable and organized knowledge articles by applying predefined HTML formats, table of contents, code snippets, and find and replace text when authoring a knowledge article using the HTML editor. KCS article states and roles Manage KCS article states using KCS roles (kcs_candidate, kcs_contributor, and kcs_publisher) and metadata fields (governance and confidence). Search source in knowledge searches Analyze the knowledge searches using the source from which the search was triggered. Knowledge blocks in Agent Workspace Reuse content by creating, editing, and publishing knowledge blocks in Agent Workspace. Add blocks when creating knowledge articles in Agent Workspace. Email notifications for expiring articles Review knowledge articles that are about to expire using email notifications. MID Server Windows Installer Install Windows MID Servers with the new native Windows Installer. The installer makes sure the device meets the system requirements and pre-requisites, then guides users through setting up the MID Server. The installer requires a Windows service account, which should be a non-admin with low privilege. The new installer is available from the MID Server download page. Linux MID Servers can run as non-root users Run MID Servers as non-root user on a Linux machine to improve security. Multiple MID Server can be installed as services so they can start by themselves after system reboots. Supported versions are Linux Red Hat 6 or newer, Ubuntu 1404 or newer, and CentOS 6 or newer. MID Server Resource Reservation Reserve resources before a task is assigned to a thread. If the resources the task needs aren’t available, then that task waits in the MID Server’s work queue while other tasks are assigned to the thread. Enable using MID Server parameter: mid.probe.wait.resources. MID Server Parameters Use MID Server parameters to configure the behavior of individual MID Servers. mid.probe.wait.resources: Indicates whether probe execution is delayed until resources are available. Used to enable MID Server Resource Reservation. Enhanced MID Server Selections As part of the MID Server selection algorithm, a new wildcard (*) value has been added to the MID Server capabilities field. The MID Server uses priority-based selection, and capability with the name "ALL" has the least priority. AWS Organizations can use member accounts to leverage IAM instance profiles Identity and Access Management (IAM) roles provide temporary credentials granted by an AWS role for the discovery of discrete accounts and master accounts. IAM roles are defined in EC2 instance profiles. MID Servers installed on an EC2 instance can use the temporary credentials available to these roles to discover cloud resources. MetricBase Access time-series data via a unique ID Use a unique ID on a MetricBase table other than sys_id to ingest data and display it in MetricBase. Mobile Disable the ServiceNow Classic mobile app Disable ServiceNow Classic on your instance to prevent users from using the legacy app and guide users toward the new ServiceNow mobile experience. Mobile filter enhancements for items and location Filtering capabilities are expanded for list and map applets, increasing the ability for users to search for specific data and streamline their results. You can now run online filter queries on the database instance. Client filters continue to be supported for offline usage. Other features include: The availability of fields which are not part of the list item view, as defined by the administrator. Improved usability including pagination support, enhanced filter indicators, new picker options, and category filters. Campaigns for promotional display Use campaigns to deliver messages and important information to your users. Campaign content displays in a carousel format, which scrolls automatically until you interact with a campaign card. Campaign cards can be text, image, and video. Users can interact with the promotional displays by either viewing videos, being redirected to web pages, or navigated to defined areas on their mobile device. Mobile GovCommunityCloud (GCC) Compliance ServiceNow mobile apps are authorized for use within the GovCommunityCloud (FedRAMP High / DoD impact level 4) environment. As part of the accreditation, ServiceNow mobile apps include the following: FIPS 140-2 validated encryption when connecting to GovCommunityCloud instances Enforced device pin or biometric enablement when connecting to GovCommunityCloud instances Locally stored app data such as user preferences and offline data are encrypted Automatic enablement of the blur feature when the app is in the background Edge Encryption support for mobile platform Mobile platform supports Edge Encryption, where users can view and edit encrypted data. All configuration settings are performed in the web-based UI. ServiceNow® Edge Encryption encrypts sensitive data on your company premises before sending it over the internet to your ServiceNow instance (encrypted in flight), where it remains encrypted at rest. Donut and bar reports for mobile dashboard Mobile dashboards support the display of bar and donut charts in addition to the other time series reports available. Users can view dashboard previews in an applet launcher and drill down to display an interactive chart visualization for the report or widget. Also, users can tap on the chart to view records and perform actions. Actionable push notifications Administrators can include actions with push notifications. Users can perform push notification actions without opening the app. Up to three actions can be associated with a push notification. These actions must refer to an existing mobile function. The following types of actions are supported: Write-back actions, including script Navigation URLs Chat launcher Navigation section added to UI sections An additional UI section called navigation enables you to jump to multiple areas in the mobile app, including: applets and applet launchers. Dynamic screen name configuration Administrators can configure a screen to inherit a name from a previous screen selection. These dynamic names can be used with grouped lists, where the selected group name becomes the header on a subsequent screen. Alternatively, a field in a form can be used as a header in a different screen. Force local login in mobile apps Configure the force local login option to provide local login experience on mobile apps, even when the instance is configured with Single Sign On (SSO) configuration. You can configure this feature independently on any available ServiceNow® app. Domain separation support for mobile platform Now Mobile supports domain separation at the Basic level. Users in organizations that support multiple domains can easily identify for which domain the records are created or edited. This ensures that they do not mix or access data by mistake across domains. The mobile UI design clearly indicates the domain which a record is associated with. The configuration for domain separation is performed in the web-based UI. Copy an applet Use Studio to create a copy of a list or employee directory applet. Natural Language Query Manage synonyms for Natural Language Query Create custom synonyms for keywords and semantic shortcuts with conditional definitions to increase positive query results for NLQ users. The synonyms and conditions you create are key components that help the system respond accurately to your records-related questions. Use NLQ in the Analytics Center tab of any Workspace Get answers to your records-related queries by entering plain-language questions directly into the Analytics Q&A user interface. You can ask questions such as "How many open cases are assigned to me?" to get an immediate answer. Natural Language Understanding French and German language support for NLU models Assign German or French as the language of an NLU model and import prepackaged common entities that use the language you assign. The default language is English. NLU vocabulary updates Choose from three distinct vocabulary types when you create vocabulary items and their synonyms in ServiceNow Studio: regular, pattern, or vocabulary lookup. By choosing between these types and learning how they're cohesively used, you can train the system to better understand human-expressed language and to learn unknown words that it doesn't recognize. Creating and testing a lookup vocabulary item Add synonyms to the system vocabulary by using a ServiceNow table. To ensure the table values that you use are synchronized in real time, the list of synonym values refreshes when you train your NLU model. You can also select an option to have the system create a corresponding simple entity from the value or values that you add. Creating an open-ended entity Use an open-ended entity when you want to improve your intent prediction accuracy. When you mark a word or phrase as open-ended, the system skips those phrases to better infer the intent by focusing on the entity context. Virtual Agent and NLU model builder integration Access and update your NLU models from within the Virtual Agent Designer user interface. This access requires the use of both the virtual_agent_admin and nlu_admin roles. Notifications Workspace email client Set up Workspace to include an email client that enables agents to email callers directly from the record view. System address filters Prevent your system from communicating with untrusted domains and email addresses. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Notify Disable Zoom meeting password requirement Disable Zoom meeting passwords so attendees can join a Zoom meeting without needing a password. Send an SMS with Zoom meeting invite Send an SMS that contains a Zoom meeting invitation to ensure that the meeting participants, especially newly added participants, are updated with the meeting details when the meeting host starts the conference or adds a participant to the conference. Zoom meeting recording link Access the recording of a Zoom meeting after the meeting is over by clicking the Zoom meeting recording link added in the activity stream. The Notify: Add Recording details on the Task Worknotes workflow are available with the demo data of the Notify plugin (com.snc.notify). You need to update events and scopes, which you have created on the Zoom site, in your Zoom app to make the Zoom recording link work. Notify properties to enhance On-Call Scheduling The following notify properties have been added to On-Call Scheduling and are available when the Notify (com.snc.notify) and the On-Call scheduling (com.snc.on_call_rotation) plugins are activated: com.snc.notify.default.conference_call_follow_on_call_escalation: Helps to ensure the On-Call escalation hierarchy when a user group is added to a conference call. com.snc.notify.default.on_call_escalation_level: Enables you to fetch the number of users from the group escalation plan. com.snc.notify.default.conference_call_escalation_workflow: Requires the sys_id of the default workflow to be attached when escalating the conference call. Twilio client JS SDK upgraded The Twilio client JS SDK has been upgraded to version 1.10 to avoid breaking changes in Google Chrome releases. For more details, see Twilio webRTC browser support. Now Experience Components Table 4. New components Component Description Accordion Gives users the ability to reveal and hide relevant sections of content. Button Circular Displays an actionable icon in circular format with a drop-shadow. Card Divider Divider subcomponent that divides content within a card component. Checkbox An interactive control for indicating an affirmative, negative, or indeterminate choice. Input Accepts input in the form of text, values, or symbols. Input Password Accepts input in the form of text, values, or symbols with validation. Input Phone Accepts input for selecting a country code and entering a phone number. Input URL Accepts hyperlinks as input for entering and editing web addresses. Popover Allows temporary contextual content to display over other content, relative to a triggering element. Radio Buttons An interactive control to enable a selection from a group of mutually exclusive choices. Stepper Tabular navigation component that helps users visualize and interact with a multi-step process. Textarea Form element that provides an input area for a large amount of text. On-Call Scheduling Slack is fully integrated as a contact method Slack appears as an option on all user pages where you specify a contact method. For configuration instructions, see Setting up Slack as a contact method . Track escalation progress Use On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through the on-call escalation path. View the log of activities for an On-Call escalation View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. Escalations Overview Reports Run Escalations Overview reports to view count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports Run My Groups Overview reports to view count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Performance reports View Performance reports on the On-Call Premium dashboard to see performance metrics across groups. You must have the Premium Dashboard User role [rota_prem_dashboard_user] to view the dashboards. 'Show all rosters' option on the Calendar view View all rosters for all time zones by clicking the Show all rosters filter on the Calendar view. Workflow activities updates On-Call: Assign by Acknowledgement Added Slack as contact method. Ability to log escalation activity. Resume the workflow immediately after rejection. Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response. On-Call: Escalations by Email Ability to log escalation activity. Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response. On-Call: Assign Ability to log escalation activity. On-Call: Assign And Notify Ability to log escalation activity. On-Call: Conference Call Escalation Ability to log escalation activity. Resume the workflow immediately after a user has joined the conference. Operational Intelligence Anomaly detection avoids negative values Metric values for anomaly alerts cannot be negative numbers. 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. Order Management for Telecommunications Create and publish product offerings Create and publish product offerings with the required product, service, and resource specifications to sell to your enterprise customers. Establish eBonding integrations Rapidly establish integrations between your ServiceNow instance and the ServiceNow instances of your customers to create and publish products and services for enterprise customers to access and to synchronously receive and fulfill product or service requests. Order Management and eBonding for Telecommunications Receive and fulfill product or service requests that were generated from the ServiceNow instance of your enterprise customers. Order Management for Telecommunications supports the verification, enrichment, decomposition, and fulfillment of customer orders received from the ServiceNow instances of your enterprise customers. Password Reset Password reset for Microsoft Azure AD Quickly reset user passwords stored on Microsoft Azure Active Directory (AD) instead of having to rely on the extensibility of password reset. Administrators can create a new password reset process to reset the Microsoft Azure AD spoke. Users can reset their Microsoft Azure AD stored password. Performance Analytics Analytics Center The Analytics Center is a single module where you can access your analytics content. All Workspaces support the Analytics Center. The Analytics Center currently contains the following features: A list of the indicators you can access. Click on an indicator to see the KPI Details. Analytics Q&A, where you can ask questions about analytics in natural language Analytics Q&A Start asking a question in natural language, and Analytics Q&A gives you suggestions about indicators, breakdowns, tables, and columns while you are typing. You can ask for a particular visualization, like "How many open incidents by priority as pie," or let the platform select the most suitable visualization. From the results, you are redirected to KPI Details or the record list. KPI Details In Workspaces, use KPI Details to explore an indicator, allowing more detailed analysis. In KPI Details you can see trends, predictions, breakdowns, and associated records for a specific indicator. KPI Details is the Workspace equivalent to the classic Analytics Hub/Detailed Scorecard. KPI Signals KPI Signals notifies you when the behavior of a process changes significantly. It picks out the signal of special cause variation from the noise of common cause variation. Armed with the information from KPI Signals, you can investigate the reason for this special variation and take any corrective action. If you determine that the variation found in a signal reflects a real and permanent change in a process, you can reset KPI Signals to recognize this behavior as the new normal. KPI Signals is a panel on the Workspace KPI Details module. Data visualization component configurations Configure new data visualization components in Workspace: Create time series, single score, bar, pie, and donut visualizations from table and indicator data with the Data Visualization configuration. This component configuration enhances the Workspace Experience when building a landing page with UI Builder. Access KPI Details from the Reporting and PA Widget configuration: Select a PA widget on a workspace landing page to explore and analyze indicators. From there, you can see trends and breakdowns for your key performance indicators. Auto-refresh single score widgets and reports: Configure single score reporting widgets from the Reporting and PA Widget configuration to refresh automatically. The Live refresh rate parameter complements Single score live updates, which you can set to refresh in intervals of seconds. Platform performance analytics Graph sets of data points at the instance level across all nodes Review data points across all nodes by using the Instance View graph set in the Performance Analysis dashboards. The Instance View graph set enables you, in a single view, to see how all active nodes are responding, and to identify which nodes are experiencing issues. Platform security Access controls for outbound transactions Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. Cache-Control HTTP header value Set the default Cache-Control value in the HTTP response headers that the Now Platform® sends when requesting static content data for a page. For new Paris installs, the default value for this property is private. When you upgrade instances, for example, from Madrid to Paris, the value continues as public, but you can override it in this property. Instance security hardening settings Consult the Instance Security Hardening Settings for detailed descriptions, and compliance values, for the security-related system properties and plugins in the Now Platform. Access this content directly from the Hardening Compliance Configuration tab in the Instance Security Center. Run as Job invalid user message If you assign an invalid user when scheduling Daily Data Management or Daily Data Collection jobs, an error message appears above the Instance Security Center rotating security banner. Scan instance for incorrect security definitions Run the Auditor in the Instance Security Center to scan your instance for incorrect security definitions. It provides findings you can correct to help improve the security posture of your instance. Subscribe to emailed security notifications Configure preferences for emailing of specific types of security notifications, using the Notification Preferences page. If you have not done so already, a Configure Security Notifications message appears in the Instance Security Center, reminding you to configure settings for emailed security notifications. 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 11.0.2: 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 applications 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 Management 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 Creating and training a regression solution Use regression to train your historic data to predict numeric outputs, such as a temperature or a stock price. You can also use this new machine learning (ML) capability to estimate the number of hours or days it takes to resolve an incident or case. When making predictions, regression also enables you to specify a confidence level for the prediction interval (range). Regression is available in these languages: English, French, German, Spanish, Japanese, Dutch, Italian, and Brazilian Portuguese. Configuring XGBoost for classification or regression solutions Use this optional algorithm to train your classification and regression models. XGBoost is a gradient boosting framework that uses multiple decision trees and supports both Paragraph Vector (PV)-based text and Term Frequency–Inverse Document Frequency (TF-IDF)-based text. LogR continues to function as the default model algorithm. Configuring TF-IDF for classification, similarity, and regression solutions Apply optional TF-IDF encoding to your classification, similarity, and regression solutions. Predictive Intelligence uses paragraph vector word embedding by default in these solutions, which is highly effective for processing data that contains primarily human readable content. However, TF-IDF sometimes returns better prediction results for records that have machine-generated content, such as alerts and error messages in log files. In previous releases, you could apply TF-IDF encoding only to classification solutions. Using Group By for classification Use this optional capability to submit multiple classification solutions for training based on the groupby field. For example, you can train multiple solutions based on the geographical location or domain. To train a solution using Group By, you must add the groupby parameter while creating a classification solution definition using APIs. The prediction calls are then routed to the corresponding Group By model based on the Group By value present in the prediction input. This capability is accessible only via APIs. Clustering visualization enhancement Represent your clusters visually with the new tree map format. Previous releases featured a scatter plot visualization of grouped clusters. This release features a tree map visualization to better indicate the cluster size. The tree map also improves user readability of the cluster concepts, which contain the top words used in the cluster. The tree map helps you to see the most prominent content in each cluster. Configuring the Connect Component algorithm and Levenshtein Distance method for a clustering solution Use the optional Connect Component algorithm with the new Levenshtein Distance method as the metric when training your clustering models. Connect Component supports both PV-based text and Levenshtein Distance-based text. In previous releases, you used either the k-means algorithm or the DBSCAN algorithm, with the Euclidean distance method as a metric. K-means continues to function as the default model algorithm. External pre-trained word corpus support Specify an external pre-trained word corpus as an option to building your own custom word corpus as part of your similarity solution definitions. For example, you can use the GloVe (Global Vectors) word corpus for training your solutions in specific industries, such as healthcare or financial domains, where lots of industry-specific jargon and vocabulary usages might be prevalent. Using a pre-trained word corpus could lead to better predictions and reduce the time needed to train your solutions. The GloVe word corpus is only available for Similarity solutions. It's not available for Classification or any other Predictive Intelligence capability framework. Reviewing your ML solution training jobs View all training jobs that were submitted through the ML user interface all in one place. You can also view all training jobs that were submitted through the machine learning APIs in your instance. This view includes the progress status on each job and its associated ML solution. JavaScript API enhancements Access ML functionality with Predictive Intelligence so that developers, data scientists, and solution advisors can configure, train and combine ML solutions through scripts, and reuse these scripts across instances. For test and experimentation activities, these APIs can help your teams accelerate decisions regarding the value of one trained ML solution over the other. These APIs can be called from any existing ServiceNow application as long as you have the appropriate license. Predictive Intelligence Workbench Smart automation functionality to improve incident management Explore pre-built use case templates, including guided and non-guided models, some of which are auto-trained, that take you through your predictive model implementation journey. With auto-trained models, you can jump-start your implementation. Guided models walk you through implementation with a friendly and familiar set-up process. Note: Pre-built use case templates are available for ServiceNow® IT Service Management and ServiceNow® HR Service Delivery with the Paris release. Link to knowledge base articles to solve your most common incident cases or link to the Predictive Intelligence application to view and learn more about machine learning solutions. Use auto-trained Predictive Intelligence models or create and train new models. Then evaluate and tune these models. Test your predictive models with a familiar data set and integrate the best models into your business processes. Create new predictive models by duplicating an existing model and refining them to recommendations based on your data. View the progression of your use cases by state, such as, in progress or completed. Access embedded help in Predictive Intelligence Workbench. Predictive Intelligence Workbench dashboard Access the Predictive Intelligence for Incidents dashboard to monitor your predictive models and associated statistics. Correlate business metrics to machine learning metrics to communicate the value of Predictive Intelligence to stakeholders. Gain a clear understanding of how machine-learned predictive intelligence supports your business goals and adds value to your experience. Demonstrate the strategic, operational, and automation value of predictive intelligence by monitoring the most granular data and creating sharable reports for continued value. Problem Management Ability to filter on service offerings Enter service offerings in the Service Offering field to see the service offerings affected by a problem in a Search Offering related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items or affected CIs. Outage improvements Identify outages through unique values in the Number field on the outage form and in the Outage related list. Process Automation Designer Process definitions Enable process owners to configure and organize multiple instances of Flow Designer content into an automated business process on the Now Platform®. Triggers Process Automation Designer triggers specify when to start running your process. Lanes A lane represents one stage in your business process. Use lanes to sequence process activities in an order that makes sense for your cross-enterprise workflow. Activities An activity represents one step in your overall business process. Each activity uses Flow Designer content to drive Now Platform automation. A playbook experience renders the results of an activity in a user-facing view. Process executions A process execution is a single, runtime instance of a process definition. Project Portfolio Management Demand Management Use Predictive Intelligence and machine-learning algorithms to search and view similar demands while creating a demand. For more information, see Predictive Intelligence for Demand Management. Create work items in Scrum and SAFe entities such as a story, epic, or feature from your demand so that you can execute your demands using Agile methodologies. For more information, see Create an artifact from a demand. Retain demands that are a large multi-year investment, as approved demands so that you can use them to fund one or more programs, projects, or epics. For more information, see Create a demand. Project Management Search and view similar projects using Predictive Intelligence and machine-learning algorithms while defining a project. For more information, see Predictive Intelligence for Project Management. Retain the start and due date of a demand when it is converted to a project as the Approved start date and Approved end date for the project. These dates help you to track the dates when the demand was converted to a project. A visual indicator helps you identify when the planned start or end date falls before or after the approved start or end date. For more information, see Define a project. Pre-date a project task by moving the task's Planned start date earlier than the project's start date. You can then start your project earlier than expected and accommodate tasks that need to be completed before the start of the project. Define task dependencies between project tasks using two new task constraint types: Start no earlier than and Start no later than. Identify scheduling conflicts between tasks by checking for a constraint type icon in the Planning Console. This indicator enables you to identify such tasks without scrolling through all tasks. Compare schedule baselines of a project to see the differences in the schedule for the project. The following columns have been added to the Planning Console for viewing and comparing schedule baseline details: Baseline start date Baseline end date Baseline variance Apply multiple templates to insert common tasks into an existing project. The Decision record information for a project has been added to the Project Status Report for a more consistent experience and to include information for all RIDAC records. The following fields have been added to the Risk, Issue, Actions, and Request Changes areas of the Project Status Report to provide additional information and a consistent user experience: Assigned to Due date Approval Project import and export Import a Microsoft Project file to your ServiceNow instance from the Planning Console. For more information, see Update a project using a Microsoft Project file. Select the calculation method for calculating project dates when importing a project. Import project tasks for multiple projects from different file types such as an import set or transform maps. For more information, see Import project tasks for multiple projects. Export the project data including sub-projects and project tasks in MPP, XML, and CSV format from the Planning Console. For more information, see Export project data. Scenario Planning for PPM The Scenario Planning for PPM application provides the following capabilities: Plan your portfolio based on resource capacity for a single year or multiple years. For more information, see Annual and multi-year resource capacity-based planning. Create scenarios to plan for a single portfolio or all portfolios in your organization. Manage your multiple year portfolio planning using smaller planning windows for continuous tracking and planning adjustment. For more information, see Configure the scenario planning type and scope. Allocate budget to demands and projects in your portfolio based on the target derived from Investment Funding. For more information, see Set target budget for a fiscal year. View demands and projects with over-allocated resources. For more information, see Select demands and projects for portfolio planning. Use pagination and filters to refine your list and better manage large number of demands and projects. Strategic Spend Tracking for PPM Evaluate the strategic value of your demands and projects by using the Strategic Spend Tracking for PPM application to allocate strategy and goal percentages and generate breakdowns. Use the Strategic Spend Tracking 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 your organization. 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 Use the PPM Collaboration application to collaborate with your team on your project-specific Slack channel or Microsoft team to facilitate active and timely communication about your project. The project manager, users, and any other stakeholders who are added to the project Slack channel or Microsoft team can easily stay up to date with the project status and chat with other members. Resource Management Confirm or allocate users for a specific time period from the Allocation Workbench so you can make booking decisions for a specific period rather than the complete duration of the project. Replace one user's allocation with another user from the Allocation Workbench to accommodate situations like a user taking leave during a project. Shift allocations of a user to a future date to accommodate situations where planned work for a specific user of a group or role resource plan needs to be shifted to a future time period. If the dates of the shifted resource allocations are beyond the resource plan end date, the resource plan is extended. Retain the resource plan state, booked resources, and planned daily contour when you move a project. On moving the project, the resource plan is reallocated or reconfirmed based on the resources’ availability in the future time period to which the project is moved. Move a resource plan and its allocations to a future date from the Allocation Workbench. Track the actual effort and actual cost of resources through operational resource plans. 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. 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 Tasks 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 platform using the framework and guidelines provided in the GRC: 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. Reporting Data visualization component configurations Configure new data visualization components in Workspace: Create time series, single score, bar, pie, and donut visualizations from table and indicator data with the Data Visualization configuration. This component configuration enhances the Workspace Experience when building a landing page with UI Builder. Access KPI Details from the Reporting and PA Widget configuration: Select a PA widget on a workspace landing page to explore and analyze indicators. From there, you can see trends and breakdowns for your key performance indicators. Auto-refresh single score widgets and reports: Configure single score reporting widgets from the Reporting and PA Widget configuration to refresh automatically. The Live refresh rate parameter complements Single score live updates, which you can set to refresh in intervals of seconds. Foreign exchange (FX) currency support in Reporting Manage projects in multiple currencies with FX (Foreign Exchange) Currency. You can report on the projects in currency values entered by the user, a reference currency, or both. Embed report visualizations in scheduled emails of reports Embed PNG files in the body of scheduled report emails rather than including them as attachments. Configure List report titles Before the Paris release, it was not possible to add and style a title for List reports and List report drill downs. Safe Workplace Dashboard Set up Safe Workplace Dashboard alerts Set up alerts to track when PPE inventory falls below a threshold, the number of users who want to return, and the number of people 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: User health and willingness to return to work. Building readiness. Personal protective equipment inventory. Active contact tracing cases. Potentially exposed contacts under investigation. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Scaled Agile Framework (SAFe) Work Progress Status for SAFe Work Progress Status for SAFe provides a green, yellow, and red (GYR) progress status on SAFe epics and features to indicate whether the work is likely to be completed by the item's planned end date. It also provides an estimated completion date based on the rates at which the scope of work is changing and the work is being completed. Roadmaps for SAFe programs Use the new program-level roadmap view for your agile release train. You can track your program increments (PI) on a visual task board and assess what features you could be working on in the future PIs. Splitting a SAFe feature Split the complete and incomplete stories of your SAFe feature into separate features at the end of a PI: Move the completed stories of the original feature to a new feature. Move the feature with incomplete stories to your backlog or a future PI of your agile release train (ART). By splitting complete and incomplete stories into different features, you can maintain accurate metrics of the previous sprints and program increments. Planning enhancements for SAFe programs Assign SAFe features to a specific SAFe team so that you know the team that is primarily responsible for the delivery of a feature. Use the SAFe team field on the feature form. For details, see Define a feature in SAFe. Establish an expected PI capacity for an ART as an indicator to help you predict the right number of features to move into the next PI. Use the PI capacity field on the program increment form. For details, see Define a program increment in SAFe. Set the group capacity for a team on a sprint-by-sprint basis. You can account for changes in team composition, vacations, global holidays, or other factors that can affect the expected capacity of a team. Update the group capacity of a team from the big room planning board by clicking the sprint name of a team. Identify stories that are assigned to a team but are not yet planned into a sprint. Use the Backlog column on the big room planning board to view unplanned stories and add them to sprints. View the number of unplanned and unassigned stories for each feature in the feature backlog pane () of the big room planning board. Compare any team's current workload to its sprint capacity on the big room planning board and make informed decisions during planning. Use the workload bar below the sprint name of a team to understand the impact on the team's workload whenever you reschedule stories across sprints. Identify the story dependencies that require replanning using the colored (red, yellow, and green) dependency lines on the big room planning board. Filter the stories for selected features on the big room planning board so that you can focus on planning only those stories in your PI. Use the feature selector on the big room planning board to refresh stories on the board and the feature backlog pane according to your selection. Story management enhancements for SAFe Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. Convert large scrum stories into a feature and then break it down into multiple stories. You don't have to delete the existing story and create a feature. Use the Convert to Feature related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Essential SAFe After upgrades and deployments of new applications or integrations, run quick start tests to verify that Essential SAFe still works. If you customized Essential SAFe, copy the quick start tests and configure them for your customizations. Script Debugger Console in Script debugger Evaluate expressions, change the values of variables, and define and declare additional functions in runtime while you are debugging a script in Script Debugger. Search administration First page results column in Search Event table The Search Event [sys_search_event] table now includes a First page results column containing table names and sys_ids for records returned on the first page of results for a search. Hide global search result counts Users with the admin role can now hide matching record counts in global search by setting the sn_global_searchui.hide_results_count property to true in the System Properties table. Security Incident Response Assessment Trigger Conditions Version 11.0: As a security administrator, you can define the assessment trigger conditions to generate required 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. 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 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 enables you to automatically fetch alerts from multiple security providers and convert them into security incidents and enable automated response actions. Use this integration to do the following: 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. 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: As a security analyst, you can 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 newly redesigned Integration Capabilities framework enables implementation of integrations in a simple and consistent manner. This framework ensures a consistent experience for similar integration types, for example, observable reputation lookup. The new framework uses ServiceNowFlow Designer to implement capabilities and provides the following benefits: Capability flows include only business-level components without any implementation-specific logic. The Capability flows accept a broad array of inputs and formats for maximum flexibility, for example, Observable references, CI references, tasks, and any table or sys_id combinations. Rate limiting or throttling on integration executions are simple to define. The need to configure using custom code or make changes to implementation workflows has been removed. Enhanced auditing capabilities and execution tracking capabilities enable better reporting and simple 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 capabilities or integrations, for example, providing flexibility in automatically launching automations based on the incident category. 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 without writing complicated code. 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: With this integration, your system can ingest correlation events to create security incidents. It enables automated ingestion of correlation events to the ServiceNow platform 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: With this integration, your system can ingest offenses to create security incidents. It enables automated ingestion of offenses to the ServiceNow platform for the following: offense, event, and flow field mapping filtering 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 enables you to fetch recent events and 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. 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 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. CrowdStrike Falcon Insight for Security Operations integration With the CrowdStrike Falcon Insight for Security Operations integration, you can use real-time response and network containment to perform remediation actions on the endpoints, implement profiles to gather specific details about the host, and perform specific queries or actions on the endpoint. The integration enriches the Now Platform security incidents and provides additional insight into the scope of an incident. Since CrowdStrike captures all relevant endpoint event activity, you can use the Now Platform to focus on investigations and remediation. CrowdStrike Falcon Sandbox for Security Operations integration With the CrowdStrike Falcon Sandbox for Security Operations integration, you can submit files and URLs as part of the security incident response process to CrowdStrike Falcon Sandbox to perform a detailed malware and threat analysis. The CrowdStrike Falcon Sandbox integration provides you with an on-demand, isolated virtual environment where you can perform the malware analysis and provide results to the Now Platform security incident through the integration. When you submit your malware incidents they are retained as part of the security incident record. You can use these records for further incident resolution and automate submission of files and URLs. The integration supports automation of both phishing and malware response playbooks which allows your Security Operations center personnel to be more productive and efficient in responding to security incidents. Service Catalog Delegated request experience Request a catalog item on behalf of another user if the item is configured to support delegated requests. The following configuration options have been introduced: Specify who you want to submit the request for using the Requested For variable type If required, configure the Requested For field on the RITM form. This field automatically stores the Requested For variable. Allow delegated requests for a catalog item using its Access Type field, where you can specify if a request can be submitted for a user who does not have access to the catalog item. Submit a single request for an item on behalf of multiple users in Service Portal Note: If two-step checkout is enabled, the delegated request experience is not supported. Attachment variable Upload an attachment as a variable for a catalog item. You can upload an attachment for a specific question and control its behavior using catalog UI policies, catalog client scripts, and variable permissions. You can specify restrictions for file size and extensions. Rich Text Label variable Show formatted text on a catalog item form. Enhancements in Now Mobile Browse catalog items using the catalog hierarchy in addition to the category hierarchy Sort categories by the Order field Define the non-availability behavior of a catalog item by making it discoverable but not viewable, or not available at all Define the availability of a catalog item in one of the following ways: Include the catalog item with Availability set to Desktop only in Now Mobile. Specify catalog item types to exclude in Now Mobile. Specify colors for buttons to match your mobile theme On-load catalog UI policies (non-scripted) are supported for variables in record views, for example, requested item and incident Use the mobile camera to scan bar codes for identifying a variable value of a catalog item Enhancements for request submissions in Virtual Agent These enhancements are available when you make a request submission as a conversation in Virtual Agent: Enhancements in the Search Catalog Item topic block: Input parameter to specify the catalogs that the search should run against Output parameters to specify the number of items in the result set and the catalog item type Enhancements in the Request Catalog Item topic block: Support for additional variable types: Attachment Date/Time Email IP Address Label Lookup Multiple Choice Lookup Select Box (without pricing implications and advanced reference qualifier) Multiple Choice (without pricing implications and advanced reference qualifier) Multi Line Text Numeric Scale (without pricing implications) Requested For (without pricing implications and advanced reference qualifier) Select Box (without pricing implications) URL Container variables Support for catalog items with non-scripted catalog UI policies Enable the conversation mode for the request based on the number of questions Skip non-mandatory questions while submitting a request Input parameter to specify whether contextual search should be run for record producers Input parameter to specify whether the user must confirm the catalog item before continuing with the next step Standard ticket page in Service Portal Configure the standard ticket page for individual request types in Service Portal to ensure consistency. Item Diagnostic Results report Identify the catalog items that are not designed per ServiceNow recommended practices to run your catalog efficiently. Scoping support for catalog items Associate a catalog item with categories of a different scope for accelerated and delegated application development. Enhancements for a multi-row variable set Include multi-row variable sets in the GetCatalogVariables and CreateCatalogTask actions using Flow Designer Iterate through individual rows and access variables using the For Each flow logic Include multi-row variable sets while creating a catalog task using a workflow Automated Test Framework sample tests Write automated end-to-end tests for requester flows to validate the Requested For variable flows for cart checkout, order guides, and catalog item access. Service Level Management SLA timer component Use the SLA timer component to visually display the status of the task SLA. The SLA component enables you to track the time required to complete the task as defined by the matching SLA definition. You can also view the additional details of the task in the tooltip. New role added Use the new sn_slm_timer.sla_timer_admin role for full access to these SLA timer config tables: sla_timer_config sla_timer_config_mapping With this role, you can create entries, modify existing entries, and delete entries if they're no longer required. New tables added Configure the SLA timer component using these new tables: sla_timer_config sla_timer_config_mapping 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 Owner Workspace Application and technical services are added to support your service portfolios Gain better insight into your infrastructure dependencies with application and technical services added to support your service portfolio. You can view your business-to-application and business-to-technical service relationships, in addition to your business-to-business service relationships, using Service Owner Workspace. Note: Technical services can have associated offerings, but application services do not. Differentiate between service types by the icon and tag line displayed in Service Owner Workspace. View application and technical services and offerings related to business services in the Service Owner Workspace Related Services and Related Offerings tabs. Outage improvements View a unique Outage Number identifier for your outage records. View the outage number on the Outage card in the Service Owner Workspace Impact Stream. You can also see the outage number on the list view for outages via the Outage tab in the report viewer. Note: The Outage Numbering plugin (com.snc.outage_numbering) must be activated to introduce number data. The plugin is automatically activated for all instances and upgrades except those that already have a number prefix column on the Outage table. Refer to the Activate Outage Numbering plugin [KB0823685] article in the HI Knowledge Base or contact ServiceNow Technical Support if the plugin is not active and you want to move to the base system field. Integration with Common Service Data Model Improve your measurement and evaluation by using service and offering references on multiple IT Service Management associated workspace interfaces, including: Problem Change Continual Improvement Management Incident Service offering to catalog item relationship management View catalog items related to a service offering in Service Owner Workspace from the offering page Info tab. Click to open a catalog item to drill down into more details. Monitor fulfilled requests for all associated catalog items in the Offering Activity metric. Service-level dependency details View the Services I depend on tab to see any service offering dependencies at the parent service level via a card with a highlighted label reading Inherited relationship. View the Services that depend on me tab to see any service offering dependencies at the parent service level via a card with a highlighted label reading Inherited relationship.Note: Dependencies that a service inherits from a child offering are visually distinct from dependencies defined directly between services. Quick Start Tests for Service Owner Workspace After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Owner Workspace still works. If you customized Service Owner Workspace, copy the quick start tests and configure them for your customizations. Service Portal External user self-registration Enable external users to register to a ServiceNow app through Service Portal. Portal Analyzer Get a summary of all widgets that appear on Service Portal pages. Use this data to better understand widget customizations and page usage. Standard ticket page Give Service Portal users a consistent way to view their submitted requests. You can configure the standard ticket page for different request types. Add Attachments to Form (SP) test step Test the functionality of attaching a file to a Service Portal form widget. Service Portfolio Management Application and technical services are added to support your service portfolios Create dependencies to application and technical services that support your service portfolio. In addition to business-to-business services, you can view and manage application and technical service and offering details on the Service and Service Offering forms Dependency related list. Note: Application services do not have associated offerings. Create offerings as children of technical services. Technical offerings are created in the Service Offering [service_offering] table using technical services created in the Technical Service [cmdb_ci_service_technical] table. Designate technical service offerings as I depend on or Depends on me via form related lists. Outage improvements View a unique Outage Number identifier for your outage records. View the Outage Number column in the Outage table records list and on the Outage form. Note: The Outage Numbering plugin (com.snc.outage_numbering) must be activated to introduce number data. The plugin is automatically activated for all instances and upgrades except those that already have a number prefix column on the Outage table. Refer to the Activate Outage Numbering plugin [KB0823685] article in the HI Knowledge Base or contact ServiceNow Technical Support if the plugin is not active and you want to move to the base system field. When an outage is opened against a service, the system adds all child offerings to the Affected CI related list on the outage form, affecting all child offering availability. An outage record is then created for each offering. A pop-up notifies you that the outage affects all child offerings. The offerings can be removed from the Affected CIs related list if needed. Integration with Common Service Data Model Improve your measurement and evaluation by using services and offering references on multiple ServiceNow® IT Service Management task forms, including: Problem Change ServiceNow® Continual Improvement Management Incident Directly reference a service offering as the target of a problem, change, or incident for consistency with the Common Service Data Model (CSDM). The system filters available offerings based on the service selected. View and define the Service Model reference field added to the Service and Offering forms to integrate with the CSDM. Software Asset Management Use software asset connections to integrate third-party discovery sources Use the ServiceNow platform centralized Identification and reconciliation engine (IRE) to enable integration of third-party discovery data sources with the Software Asset Management application. Use your existing discovery tools, such as Tanium or Application Discovery and Dependency Mapping (ADDM), to populate discovery data into the Configuration Management Database (CMDB) and Software Asset Management tables. Analyze Microsoft Azure AD single sign-on app usage Use the ServiceNow® SaaS License Management application to connect with Microsoft Azure Active Directory (AD). Download a list of all your applications, users, and groups. Track user login data for all connected applications and reclaim unused licenses. Leverage usage data to forecast future licensing needs and cut back on unused licenses at renewal. Manage application rationalization Take meaningful action against redundant software. Use the Overlapping Software dashboard to drive app rationalization by viewing software categories with the highest count and highest spend. Use ServiceNow® Demand Management to create demands to discontinue software, reduce software usage, and migrate users to approved software. Manage Oracle Database licensing on Solaris zones Report license compliance for your Oracle Database running on Solaris zone hard partitions. Hard partitioning reduces your software costs because you only need to license the cores in the local zones and not the number of cores in the physical machine. This feature supports Per Processor and Named User Plus licensing. Manage SAP engine usage and compliance Use the SAP publisher pack to manage and optimize your SAP engine licenses. View engine usage and compliance on the Software Publisher Analytics dashboard for SAP. Get comprehensive visibility into your SAP license compliance and uncover potential savings with support for both engine and named user types licensing. Manage licenses for Microsoft Visual Studio Manage your Visual Studio subscriptions with the Microsoft Publisher Pack. Verify licensing compliance and detect unlicensed installations in your non-production environment by leveraging Visual Studio Suite definitions and Install Conditions. Reduce licensing costs by identifying subscriptions that are allocated but are not being used. Domain separation for Software Asset Management Software Asset Management supports domain separation, enabling service providers to offer Software Asset Management as a service to their users. Users can also leverage domain separation to keep the data and processes separate for their internal and external clients. 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. Subscription Management Per-user subscription allocation User allocation for per-user subscriptions is done automatically based on user roles. Subscription Overview dashboard Monitor your active, expired, and unsubscribed subscriptions with the Subscription Overview dashboard. Domain separation visibility for per-user subscriptions Generate a report for per-user subscriptions to see a breakdown of users for each of your domains. Telecommunications Assurance Workflows Five new workflows to facilitate rapid incident resolution Quickly identify and resolve incidents through workflows that are automatically triggered by network alarms. Related subflows are automatically triggered by selected incident subcategories and provide customizable instructions that enable network agents to more efficiently resolve and close incidents. Identify customers affected by an incident through enhanced impact analysis Identify the impact of network issues on services and customers and create cases directly from the incident to proactively notify affected customers. Create and track the status of work orders to aid incident resolution Create work orders from an incident to assign a field agent and efficiently track the progress of the work order directly in the Incident record when a state change occurs or a work note is added to the work order. 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 offset factor in scheduled jobs Add an optional offset factor to a business calendar used when scheduling a job. Adding an offset factor enables you to schedule the job to run before, or after, the formal time frame defined in the business calendar. Script scheduling by domain Select, filter, sort, and schedule scripts based on their assigned domains. User Experience Analytics Additional roles Assign expanded or limited admin and viewer roles to manage what users can configure or see. The analytics_admin and web_analytics_admin roles allow users to manage all web and mobile applications or only web applications respectively. The analytics_viewer and web_analytics_viewer roles allow users to view web and mobile applications in the Dashboard or only web applications respectively. Vaccination Status Collect vaccination data from your users 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 organization 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 users who are providing their vaccination data to your organization. Use Emergency Outreach to send a privacy consent form to users before they submit their vaccination status. Request and provide information with Virtual Agent conversations for Vaccination Status Enable users to report their vaccination status via SMS. Use the Virtual Agent Vaccine conversation topic to define a dialog between the Virtual Agent chatbot and the user to ask whether the user has been vaccinated, the date that they received the vaccine, and the type of vaccine that they received. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Vaccine Administration Management Create a vaccination program Create vaccination programs to track and manage vaccinations. Leverage predefined vaccine methods and add customized centers and phases. Leverage the Vaccine Administration Management user portal experience Enable users to register for the vaccine program, provide their personal information, schedule vaccination appointments, submit questionnaires, and more, all from within a single, self-service portal. Configure vaccine appointment scheduling Automatically schedule vaccine appointments when users request vaccination through the portal or when using mass booking. Define a schedule for automatic appointment creation, such as only creating appointments on specific days of the week or during specific time frames. Determine whether to enable booking for all doses of the vaccine or to enable booking for only the first dose with subsequent appointments booked after the first dose is administered. Set up vaccine privacy Set up and modify a vaccination privacy policy to meet your organization's requirements. Users must agree to the privacy policy before they can request a vaccination appointment. Provide vaccine assistance with Virtual Agent conversations for Vaccine Administration Management Use Virtual Agent conversations for Vaccine Administration Management to enable users to book vaccine appointments through the chatbot, inform them about their vaccine eligibility, and share other vaccination resources. Get a centralized view of your vaccine program on the vaccine appointment dashboard As a provider admin, use the vaccine administration dashboard to view vaccine appointments by day, week, and month. You can view scheduled, completed, and no-show appointments, as well as filtering appointments by the vaccine center, date, method, and clinician. Vendor Manager Workspace Guided setup for Vendor Manager Workspace Use the Vendor Manager Workspace guided setup to configure indicators, set up the vendor score metric model, and analyze data. Creating improvement initiatives from Vendor Manager Workspace Create an improvement initiative for a vendor to track and manage tasks for improving a service, process, or tasks that are related to vendors. Adding attachments to vendor profiles Add supporting information, such as attachments, to a vendor profile. You can rename, download, or remove attachments after you've added them. Integration with Asset Management Track and analyze assets that are associated with your vendors. 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 Third-Party Risk Score Integration Version 10.1.3: Define multiple scoring services for each of your third-party risk score providers. Scores supplied by third-party provider scores are automatically mapped to the normalized scores and normalized ratings in Vendor Risk Management. 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 Customizable chat menu In chat branding configurations, customize the chat menu (formerly called the Contact support menu) displayed to your end users. The chat menu provides default options for contacting support, but you can modify or delete those options, as well as add your own options, such as links to web pages or FAQs. You can change the menu title and menu items, including the icons for phone, email, and live agent support. You can also set the order of the menu items displayed. Virtual Agent notifications for web and mobile chat client Send notifications directly to users via the Virtual Agent chatbot in the web and mobile chat clients. Requesters can start new bot conversations to respond to notifications or to complete new tasks. Virtual Agent Lite Enable ITSM standard customers to use a new limited version of Virtual Agent. To use Virtual Agent Lite, also install ITSM Virtual Agent Lite, which provides three predefined conversations for common IT support requests. These keyword-based conversations run in the web chat client and also in the Virtual Agent messaging integrations for Slack, Microsoft Teams, Workplace by Facebook, and Facebook Messenger messaging applications. Also, for Microsoft Teams, the topic picker interface buttons are displayed when there are three or less active, published topics available, or a list menu when there are four or more active, published topics available. Custom input and response controls in Virtual Agent Designer Enable ServiceNow developers with advanced scripting skills to create custom input and bot response controls for use in calling topics and topic blocks. For example, developers can create custom components such as sliders or video players. This custom control complements the controls provided in the palette, making it easy for topic authors to use these controls in a low-code, drag-and-drop manner. Applies to the web client only. Seamless integration with NLU Model Builder in Virtual Agent Designer Facilitate NLU topic development by enabling topic authors to iteratively update, train, and test associated ServiceNow® Natural Language Understanding models from within Virtual Agent Designer. Topic authors can bind a conversation topic to an associated NLU model and intent. During topic design, topic authors can view and update intents, including related utterances and label entities, as they would in NLU Model Builder. Debugging conversation flow variables during topic testing Debug a conversation flow by analyzing the variables and associated values in the conversation. During topic testing, topic authors can see a list of the variables and their values in the Test window (formerly called the Preview window). The types of variables listed include: input variables, script variables, ServiceNow®Live Agent variables, and variables passed between a topic and topic block. Multi-language NLU model support in Virtual Agent Designer Bind topics to multiple language-specific NLU models for NLU services supported in Virtual Agent (ServiceNow NLU, IBM Watson Assistant, and Microsoft LUIS). From within Virtual Agent Designer, topic authors can test a topic (with its NLU language model) in other languages. Conversational custom chat integrations framework Build a custom chat integration using a framework that enables access to ServiceNow Virtual Agent capabilities in any conversational interface or channel. The framework consists of scriptable APIs that are invoked via a REST endpoint asynchronously from a third-party chat interface. Some of the key features of this framework include: Security through provider authentication and user authorization Keyword and NLU support for conversations Live Agent and Virtual Agent chat Rich control transformation to render the conversational experience in the customer's chat interface Support for long-running conversations as well real-time messaging Topic authoring support for custom chat channels in Virtual Agent Designer When creating a topic, specify the custom chat channels, such as SMS, in which the topic will be used. During conversation design, built-in guardrails identify the controls that are not suited for the specified channels. Conversational Integration with WhatsApp (powered by Twilio) Enable your users to initiate a WhatsApp chat conversation with a virtual agent by using the Conversational Integration with WhatsApp (powered by Twilio) application. Conversational Integration with LINE Enable your users to initiate a LINE chat conversation with a virtual agent by using the Conversational Integration with LINE application. Vulnerability Response Chief Information Security Officer (CISO) dashboard in Performance Analytics for Vulnerability Response (v 13.0) With version 12.0 of Performance Analytics for Vulnerability Response and version 13.0 of Vulnerability Response, executives can view the following information on the CISO dashboard: Key Performance Metrics (KPIs) for vulnerability remediation Highlights for areas in the business that have the highest risk Recommended actions to lower risk Define Service classification for Performance Analytics reports (v 13.0) With version 12.0 of Performance Analytics for Vulnerability Response and version 13.0 of Vulnerability Response, configure the kinds of service CIs you want to include in the business scorecard reports. Vulnerability Response Integration with the National Vulnerability Database (NVD) (v 13.0) With two integrations in version 1.0 of the Vulnerability Response Integration with NVD, choose if you want to import CVE or CVE and CPE information from the NIST National Vulnerability Database to better understand your vulnerability exposure. The NVD integrations prior to v 13.0 of Vulnerability Response have been deprecated. Security Champion overview (v 13.0) Security champions can quickly gain insight into their organization's vulnerability exposure and security posture on the dashboard by viewing results of scanned applications in Application Vulnerability Response. Reapply CI lookup rules (v 13.0) If you change your CI lookup rules, reapply them on-demand and manually reconcile selected discovered items with your CMDB without having to reimport all the asset data. Reapply the CI matching rules on discovered items with unmatched CI states on-demand. Reapply CI lookup rules on selected discovered items. The following updates occur if the link between a discovered item and a CI is changed after reapplying the lookup rules: Open vulnerability detections are updated. Corresponding VI-CI associations are updated for active VIs. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are reevaluated. Discovered item status is updated accordingly. For example, discovered item status changes from Unmatched to Matched Case sensitivity option for condition builder in forms and records (v 13.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the condition builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules Vulnerability calculators Network partition identifier in IRE rules for Vulnerability Response Integration with Tenable (v 13.0) Version 13.0 of Vulnerability Response includes the CMDB CI Class Models (1.0.21) that include the network partition identifier in the IRE identification rules for the Vulnerability Response Integration with Tenable (v 2.1). Update your existing CIs to include the network partition identifier or create new ones. See Vulnerability Response integrations release notes and Vulnerability Response upgrade information. Veracode Vulnerability Integration (v 13.0) Version 13.0 of Vulnerability Response supports version 2.0 of the Veracode Vulnerability Integration. The following additional fields are imported and mapped to display on the Application Vulnerable Item form: Agile Development Status Vulnerability Summary Vulnerability Explanation Recommendation 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 the IRE to create new CIs in the CMDB for Vulnerability Response when an existing CI cannot be matched with an imported host from third-party vulnerability assessment products. Using IRE helps prevent the creation of duplicate CIs. The CMDB CI Class Models app dependency for this feature is installed automatically with Vulnerability Response and may take some time to install. The Tenable Vulnerability Integration (v 12.1) Starting with version 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. 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. 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. 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 Eliminate manual reporting and streamline the workflow between ServiceNow®Governance, Risk, and Compliance and Vulnerability Response, use the GRC policy exception management capability within the Vulnerability Response application. This feature is available starting with v 10.3 of Vulnerability Response and v 10.1 of Governance, Risk, and Compliance. Obtain better visibility about exceptions raised for vulnerabilities. Request policy exceptions for vulnerable items or vulnerability groups for a specific duration. Route requests through multiple approvals based on risk rating, policy, and control objective associated with an exception. See Allow policy exception requests from other applications for more information. 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. Performance enhancements (v 10.3) New modules in the navigation panel display categories of vulnerable items that include: Critical and High Risk Exploitable Approaching Target Missed Target Within Past 90 Days Older than 90 Days Ungrouped All Quickly view a broad range of vulnerable items to help you prioritize your remediation. New indexes have been added on the vulnerable items table to improve performance.With auto-close stale vulnerable items, you have the option to automatically close older vulnerable items not recently detected by your third party integrations. Set a time period and choose if you want to close VIs by their last-found dates, or by dates when assets were last scanned. Enhanced user and group roles (v 10.3) With pre-defined personas and new granular roles in the Vulnerability Response application, assign tasks, views, and permissions as required by your organization to limit or expand access easily, quickly, and according to your needs. Vulnerable item detections (v 10.0) Import all scanner findings as detections to give you better visibility. Preserving these findings enables you to reconcile the data between the scanner and what you imported into Vulnerability Response. Performance Analytics for Vulnerability Response (v 10.0) View both data trends and certain reports in real time. 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. Automatic updates to VG group state, risk score and rating, 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 to v10.0 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. 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 Version 12.0 of the Qualys Vulnerability Integration With the enhanced rescan functionality, remediation owners, analysts, and managers can initiate scans from the vulnerability group, vulnerable item, third-party entry (TPE), and discovered item records in your Now Platform. As a vulnerability manager, you can schedule rescans in the Qualys product so they are launched only within certain time windows. After the scan completes, view the following Qualys information in your Now Platform: Scan results on vulnerability scan records. Vulnerable items updated by scans. Details about any assets that were not reached during scans. See Vulnerability Response integrations upgrade information for more information about this feature. Version 12.0 of the Rapid7 Vulnerability Integration The Rapid7 Site integration API integration ingests Sites data from Rapid7 Insight VM. This import makes filtering by site for the InsightVM integration easier. Version 2.1 of the Tenable Vulnerability Integration For data imported with the Tenable Vulnerability Integration, Update CIs with the network partition identifier. With the enhanced CI lookup rule, add granularity that gives you more details about the vulnerabilities on the assets across your environment. Identify the assets across your environment that have the same IP addresses. Create new CIs or update existing CIs for assets with unique network partition identifiers. CMDB CI Class Models include the Network Partition Identifier in the IRE identification rules. Update your existing CIs with by running a scheduled job on-demand or wait for the next scheduled job to create new CIs. See Vulnerability Response integrations upgrade information for more information about the requirements for this feature. Version 2.0 of the Veracode Vulnerability Integration Additional fields as SDLC Status, Vulnerability Summary, Vulnerability Explanation, and Recommendation, imported and mapped to display on the Application Vulnerable Item form. Vulnerability Response Integration with the National Vulnerability Database (NVD) (v 13.0) With two integrations in version 1.0 of the Vulnerability Response Integration with NVD, choose if you want to import CVE or CVE and CPE information from the NIST National Vulnerability Database to better understand your vulnerability exposure.The NVD integrations in Vulnerability Response prior to v13.0 have been deprecated. 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.scscan request via a MID Server, an error message is displayed if the API request takes longer than 30 seconds. See KB0862613 in the HI Knowledge Base to reset the default time out limit.If you have been importing data with the Tenable-built integration, and you want to start using the ServiceNow® Vulnerability Response Integration with Tenable, see the Required data cleanup for migrating from the Tenable Vulnerability Response integration to the ServiceNow Vulnerability Response Integration with Tenable [KB0863702] article for clearing existing vulnerability data in your instance. 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 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. Web services GraphQL support Create a custom GraphQL API to query record data from a component or a third-party system. For example, you can create a component that displays the cases associated with an SLA. You can use the Now® Experience UI Framework to develop the component you need, and access case data from the platform by creating a GraphQL schema that defines data in the Case table. HEAD HTTP method support Use HEAD methods in place of GET methods to return a response without a response body. Workforce Optimization for ITSM Roles added to Workforce Optimization for ITSM Use the new roles added to Workforce Optimization for ITSM to monitor your teams' performance, manage queues, schedule, coach, and train your agents. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Scheduling As a manager, provide dedicated coverage by planning and managing shifts, schedules, and time-off requests for your team from a single location. As an agent, manage your own schedule by swapping shifts with your peers or making time-off requests. Teams Use the Teams application to do the following: Organize your teams into assignment groups, add Key Performance Indicators (KPIs) to measure the groups within that team, and monitor team performance from a single location. Associate a user with a KPI group as their primary assignment group. Assign additional managers to that group to provide visibility into your teams. Drill down into the data and analyze performance across teams, incidents, or an agent. Predictive intelligence for coaching and training Gain visibility into how your teams are performing in real time. You can use skill recommendations and continual coaching cycles to enhance your agents' skills. Coaching Use the Coaching application to do the following: Identify coaching opportunities from critical points in the process that need improvement. Automatically generate assessments to measure the quality of completed tasks. Use surveys to apply consistent, measurable scores that highlight exceptional moments of service or areas that need attention. Channel Management Use channels to route work to specific queues. You can review the real-time performance of your team members as they actively work on tasks across channels. Integration of Cloud Call Center with Workforce Optimization for ITSM Use Cloud Call Center to integrate inbound and outbound telephone calls with the Channels applications with Workforce Optimization for ITSM. Domain Separation Separate data, processes, and tasks into logical groupings in Workforce Optimization for ITSM with domain separation. You can then control aspects in each domain, including which users can see and access the data. Workplace Calendar Synchronization Synchronize reservations Enable employees to make a reservation for a workplace item using either the Workplace Reservation Management application or the calendar service. The reservations are synchronized and updated in both the application and the calendar service. Create a connection for synchronization Set up a connection with your calendar service to synchronize reservations. Configure calendar providers Add a calendar service that you want to synchronize with the reservations. Add workplace items to be synchronized Configure workplace items that must be synchronized with the calendar provider whenever an employee makes a reservation. View and manage synchronizations Monitor the events, calendar items, and synchronization deltas that are created in the application during synchronization. Workplace Case Management Create a workplace service Enable employees to submit workplace service requests using the Workplace Service Portal. Configure record producers in order to make those services available to users. Pre-define how to fulfill a workplace case Configure how to fulfill a workplace service request when it is submitted. Based on your configurations, you can fulfill requests either manually, with an existing flow, or with a defined set of activities. Add fulfillment instructions Add instructions to fulfill a complicated workplace case. Fulfillment instructions help workplace agents to efficiently resolve a case. Configure record producers Make a workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Service Portal. Submit a general workplace service request Request workplace help for issues that are not covered by automated workflows. Use the Workplace Service Portal to submit requests. Use virtual agent chat support to submit a help request and to know the status of your workplace service request at any time. Escalate workplace cases Configure an escalation rule to automatically assign workplace cases to relevant assignment group. Workplace PPE Inventory Management Submit and fulfill requests for PPE Use Service Catalog to request PPE to use at your workplace. View PPE requests, and use the stockroom quantity to assign items to users. Track PPE availability across locations Create stockrooms and add stock to monitor how much inventory is available in different locations. Reduce stock for a PPE model to reflect accurate inventory at different locations. Automatically resupply stockrooms Maintain adequate PPE inventory by setting up automatic stockroom transfers. If one stockroom's inventory falls below a defined threshold, another stockroom's PPE items can be transferred to resupply the low-quantity stockroom. Record the types of PPE in your inventory Use or create models to record the types of PPE in your inventory. The Workplace PPE Inventory Management application has ready-to-use models for different PPE types, but you can also add your own. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Workplace Reservation Management Make a reservation using the Reservation Portal Use the reservation portal to make a reservation for any workplace item. You can reserve any reservable workplace item for yourself or for others. Filter and sort the available workplace items based on their capacity and their standard services. View your reservations and modify them if needed. Configure a reservable module Group similar workplace items in a single module. A reservable module is displayed to employees as a single category which contains similar workplace items. Configure approval options and other conditions on the module. Modify or cancel a reservation Make any changes to your reservation. Cancel a reservation if it is no longer required. Approve a reservation As a manager, approve or reject reservations that require manager approval before they are confirmed. Workplace Safety Management Manage workplace tasks Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency, and generate reports to track the progress of these activities. Workplace managers can also sign a generated PDF for completed tasks, which creates useful tracking for compliance procedures. Configure shifts and workspace areas Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign users 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 users 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 users in the countries where you are starting to return to the office. Request and reserve a workspace reservation As a user, 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 users when their requests have been approved or denied. Reserve available workspaces for your users to determine physical distancing measures when they return to the workplace or automatically generate workspace reservations in bulk for all users assigned to a shift for a single day or multiple days. Users 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 users 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, 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 a user or create a workplace maintenance task directly from the Service Portal page. Manage workplace shifts that you own Review the workplace shifts that you own in Workplace Safety Management and update the shift details if necessary. Monitor the reservations and requests made for the workspaces associated with these shifts. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. 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 your query and make requests. Make reservations, view your requests, register visitors and submit any enquiry. 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 Service Delivery Space Mapping Workplace Service Delivery 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. Workspace Domain Separation for Workspace Create a record in a specific domain, change the domain of a record, and temporarily toggle the domain of another record using domain separation for Workspace. The fields, UI policies, and business rules specific to the domain are applied. Interact with business workflows in real time with Playbook View and interact with a business workflow in real time within Workspace. Agents can update records, upload attachments, and complete tasks across multiple workflow activities directly in-line. Configure a playbook user experience Control all aspects of the playbook user experience including how it displays and filters activities, access controls, and SLA integration. Playbook actions Customize the ways that users interact with a workflow in playbook. Set up conditions that add buttons and drop-down items to playbooks that run scripts, open records, or display custom components. Agent Whisper Assist agents as a supervisor through public chats with customers or private chats between agents and supervisors that cannot be seen by customers. Downloadable chat transcript Customers can download the chat transcript from the web chat client at the end of the chat session. Messaging Actions module Create messaging actions based on the last message received and the length of time that has elapsed between messages. Asynchronous messaging Provide an agent interface for customer-initiated conversations if a customer contact originates from multiple sources. Asynchronous messaging helps handle conversations that are addressed over a long period of time. eBonding for Telecommunications eBonding for Telecommunications Providers Author and publish catalogs of services that your enterprise customers can request from their own ServiceNow instance). Rapidly establish integration between your ServiceNow instance and the ServiceNow instance of your enterprise customer. Fulfill service requests on your own ServiceNow instance that are generated from your enterprise customer's ServiceNow instance. eBonding for Telecommunications Customers Use your IT Service Catalog to submit service requests to your CSP from your own ServiceNow instance. Monitor the status of your service requests from your own ServiceNow instance.
New features and products in Paris Cumulative release notes summary on new Paris features and products. New products were introduced in Paris, and additional features were added to existing ServiceNow products. Application or feature Details API Table 1. New scoped classes and additional methods to existing scoped classes Class Methods CatItem getInvalidDelegatedUsers() isDelegationAllowed() FlowAPI getOutputs() getRunner() hasApprovals() FlowScriptAPI getContextID() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngine identifyCIEnhanced() JSONStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endArray() endObject() getAttachmentId() getJSONString() startArray() startArrayField() startObject() writeBoolean() writeBooleanField() writeFieldName() writeNull() writeNullField() writeNumberField() writeRaw() writeString() writeStringField() JSONStreamingBuilder build() expiresAt() JSONStreamingBuilder() withAttachment() ScriptableFlowRunner action() addInput() datastream() flow() inBackground() inDomain() inForeground() quick() run() subflow() timeout() withConnectionAliasOverride() withInputs() ScriptableFlowRunnerResult debug() getContextId() getDataStream() getDate() getDomainId() getFlowObjectName() getFlowObjectType() getOutputs() XMLStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endDocument() endElement() getXMLString() startDocument() startElement() writeArray() writeAttribute() writeAttributes() writeCData() writeCDataElement() writeCharacters() writeComment() writeDtd() writeNamespace() writeNamespaces() writeTextElement() XMLStreamingBuilder build() expiresAt() withAttachment() XMLStreamingBuilder() Table 2. New global classes and additional methods to existing global classes Class Methods ClassificationSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClassificationSolutionStore add() deleteObject() get() getAllNames() update() ClassificationSolutionVersion getPredictionPerformance() getPredictionSettings() getProperties() getStatus() getTrainingStatistics() getVersionNumber() predict() setPredictionSettings() ClusteringSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClusteringSolutionStore add() deleteObject() get() getAllNames() update() ClusteringSolutionVersion cancelUpdateJob() deleteClusterAssignments() getClusterAssignments() getClusterInfo() getProperties() getStatus() getUpdateStatus() getVersionNumber() predict() submitUpdateJob() DatasetDefinition getEligibleFields() Encoder cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() EncoderStore add() deleteObject() get() getAllNames() update() EncoderVersion getProperties() getSentenceVectors() getSimilarWords() getStatus() getVersionNumber() getWordVectors() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngineScriptableApi identifyCIEnhanced() PredictabilityEstimate cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() PredictabilityEstimateStore add() deleteObject() get() getAllNames() update() PredictabilityEstimateVersion getProperties() getResults() getStatus() getVersionNumber() RegressionSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() RegressionSolutionStore add() deleteObject() get() getAllNames() update() RegressionSolutionVersion getProperties() getStatus() getVersionNumber() predict() SimilaritySolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() SimilaritySolutionStore add() deleteObject() get() getAllNames() update() SimilaritySolutionVersion getProperties() getStatus() getVersionNumber() predict() Table 3. New REST APIs and additional endpoints to existing REST APIs Class Methods ActivitySubscriptions GET /now/actsub/facets/{activity_context}/{context_instance} Application Service GET /now/cmdb/csdm/app_service/find_service POST /now/cmdb/csdm/app_service/register_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/populate_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/service_details Batch API POST /now/batch Case API GET /sn_customerservice/case/field_values/{field_name} GET /sn_customerservice/case/{id}/activities GET /sn_customerservice/case/{id}/field_values/{field_name} Note: In previous releases this API was called the Customer Service Management API. Customer Central API GET /cust_central/custinfo/{context}/{context_instance}/{target} CSM Attachment DELETE /now/attachment_csm/{sys_id} GET /now/attachment_csm GET /now/attachment_csm/{sys_id} GET /now/attachment_csm/{sys_id}/file POST /now/attachment_csm/file POST /now/attachment_csm/upload Identification and Reconciliation API POST /now/identifyreconcile/enhanced POST /now/identifyreconcile/queryEnhanced MetricBase Time Series API POST /now/clotho/transform SAM-Software Usage Data Integration POST /now/sam_software_usage_integration/createOrUpdate Service Catalog GET /sn_sc/servicecatalog/items/{item_sys_id}/delegation/{user_sys_id} POST /sn_sc/servicecatalog/items/{item_sys_id}/get_invalid_delegated_users Response Templates API POST /api/sn_templated_snip/response_templates/get_templates Advanced Risk Integrate Project Portfolio Management with advanced risk assessment Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Administration > Properties. 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 the 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 in 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. 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 template Version 9.0: Automate how you add approvers, issues, and owners to a risk event by 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 for banking and financial domains. Enabling Basel categorization helps you to 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 by using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.manager 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 is shared between organizations serves as an external market alert for users to understand market risks. 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. You can view the risk tolerance status in the aggregated risk report and 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. Adding risk event cause and consequence (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 your users make decisions about risk analysis, risk prediction, and prevention of risks. Selecting currency while reporting risk events (Version 9.0): Select the currency when you report risk events. Relating risk events to risk and relating 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 assessments and is also useful for accurate reporting and preventing the creation of orphan risks. Classifying rapid recovery (Version 9.0): Define rapid recovery in your risk events. Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that is generally made in five days. You can modify the default number of days for rapid recovery classification. Classifying near miss events automatically (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. Classifying gain events (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. By tracking these events, you can understand which controls are effective or which risk becomes an opportunity. Advanced Work Assignment AWA Monitoring page Monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page. This page includes performance statistics, channel summaries, and channel breakdowns. Agent Client Collector Health Dashboard The Agent Health Dashboard provides a visual overview of the status of agents in your system. Incorporate the Agent Client Collector into a custom base image for mass deployment Deploy the ACC on a virtual machine when deploying a large number of agents. Run checks and policies to monitor your infrastructure Run checks and policies to collect data on your company's infrastructure. Include the CIs you want to monitor in the policy. The data is transformed into events, metrics, or both, and is sent to your ServiceNow instance through a MID Server. Create a customized check Create a customized check based on the type of entity you are monitoring such as a server or application. Determine when you want the check to run. MID Server authentication The API Key authentication type is available as an alternative to basic authentication when configuring the MID Server with the Agent Client Collector. MID web server uses the MID Server's default certificate When no custom certificate is installed on the MID Server, its default certificate is used. 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. Scrum program planning enhancements Go to the program planning board directly after you create or update a scrum program without having to select different modules. You can do so using the Scrum Program Board related link on the program form. Edit the scrum program information from the program planning board by using the edit program icon () to open your program form. Edit your team's information from the program planning board by clicking your team name to open the team form. Add sprints to your scrum teams from the program planning board, without having to navigate through another module. For details, see Add sprints from the program planning board. Plan your scrum programs with stories that do not belong to an epic by using the Stories without epic backlog filter. View the number of unassigned stories for each epic, with the list of epics, for the selected backlog in the epic backlog pane. Unplan a story from the scrum program by dragging a story card from the planning board back into the epic backlog pane and dropping it. Story management enhancements for Agile Development 2.0 Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. If your scrum story is too large, you can convert it into an epic, and then break it down into multiple stories. You don't have to delete the existing story and create an epic. Use the Convert to Epic related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Agile Development 2.0 After upgrades and deployments of new applications or integrations, run quick start tests to verify that Agile Development 2.0 still works. If you customized Agile Development 2.0, copy the quick start tests and configure them for your customizations. Analytics and Reporting Solution Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. 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. Hardware Asset Management dashboard Get a holistic view of your hardware assets through the entire asset life cycle. Get insights into asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Predictive Intelligence for Incidents dashboard Monitor and demonstrate the strategic, operational, and automation value of Predictive Intelligence solutions with the Predictive Intelligence for Incidents dashboard. This classic UI dashboard provides operational and predictive KPIs that show the value of the machining learning solutions you implement. Offering Activity metric for Service Owner Workspace View the modified Offering Activity metric to which includes awareness of multiple catalog items connected to an offering. The Offering Activity metric reflects the per-day sum of fulfilled requests created from all related catalog items. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Escalations Overview Reports The Escalations Overview reports provide count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports The My Groups Overview reports provides count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Application Management Opt-in to or Opt-out of the products on ServiceNow Store from your instance Opt-in to the required product available on ServiceNow Store by navigating to the ServiceNow Products module. After opting in, you can access details of the applications that are part of the product, in the Licensed and Not Licensed tabs. If the application is already available (that is, installed or available for update) in your ServiceNow instance, click Manage Application to navigate to the application page and install, uninstall, or repair the application. If the application isn't available in your ServiceNow instance, click View Detail to navigate to the application listing page, view the application details and dependencies, and navigate to ServiceNow Store. You can also Opt-out of the required product.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Opt-in to the product family from your instance Navigate to the ServiceNow Products module and click Product Family Opt-in to opt in to all products in the family.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Access unpurchased and recommended applications on ServiceNow Store Access the list of unpurchased ServiceNow Store applications, view recommended applications, and view details of the required application without navigating to the ServiceNow Store. Entitle an application from your ServiceNow instance Manage application entitlement from your ServiceNow instance. After purchasing the application on ServiceNow Store, the application is displayed in your ServiceNow instance with the indicator as Instance not entitled. After providing entitlement to your instance, you can install the application if it is compatible with the version of ServiceNow instance. Entitle a product from your ServiceNow instance Manage product entitlement from your ServiceNow instance. After purchasing the product on ServiceNow Store and opting in, the product is displayed in your ServiceNow instance with the indicator as Product not entitled.Note: A product is displayed in the instance only if it is licensed. Only after providing entitlement to your instance, you can install the product if it is compatible with the version of ServiceNow instance. Repair a ServiceNow application Repair a ServiceNow application by reinstalling it. The application and its dependencies are reinstalled. Access information about the dependent applications during uninstallation Access information about the dependent applications when a user attempts to uninstall an application. The Uninstall option for an application is enabled only when all its dependent applications are uninstalled. This ensures that the functionality of the dependent applications isn't affected.When user attempts to uninstall an application, the following information is displayed in the pop-up window: List of dependent applications. List of in-development applications. Tables and records in the required application. Option to retain the application tables and data.Note: If one of the dependent applications is uninstalled after retaining the tables and data, the Uninstalled applications with retained tables list is also displayed. In this case, the Retain tables and data check box is selected by default and can't be cleared. Prompt messages to map application to subscription Track entitlements accurately by mapping the ServiceNow Store application or custom application to a subscription. Prompt message is displayed: When user navigates to the All or My Company Applications module under System Applications. The message is displayed only if there are applications that aren't mapped to subscriptions. When a user installs an application. When an application is successfully installed, in the confirmation pop-up window. Click Go to Subscription Management to map the installed application to a subscription. In the application tile of an installed ServiceNow Store application. Click Go to Subscription Management in the more actions icon () of the application tile to map the installed application to a subscription.Note: The Go to Subscription Management button isn't displayed in the application tile of custom applications, that is applications in the My Company Applications module. Application Portfolio Management Business Application Lifecycle Management services as catalog items Use Business Application Lifecycle Management Services in a similar way to requesting a service catalog item. Use the service catalog category of Business Application Lifecycle Management services as follows: Request to on-board a new business application into Application Portfolio Management (APM).This service is also enhanced with Predictive Intelligence, providing a machine-learning solution that empowers the service by suggesting a suitable category for the application when it is on-boarded. Request a review with the IT architecture review board. Retire a business application in APM. Using the service catalog Business Application Lifecycle Management services helps an IT organization to standardize its delivery services for the business application users. Each service generates a flow that tracks the follow-up actions once the requests are approved. The flow designer automates approvals, tasks, email notifications, and updates the business application record in the record table. The service also helps in proper decommissioning of the application. Multi-tier indicators as a data source for application indicators Generate application scores using a hierarchy of indicators to evaluate a business application by adding a set of indicators as the data source for another indicator. Multi-tier indicators provide information about the various dimensions of cost that helps in evaluating the value of the business application. Application Backlog view in TPM Select the Application Backlog view in the Technology Portfolio Management timeline to view the centralized backlog of records. These records can be epics, stories, enhancements, projects, or demands that impact your business application. This view facilitates prioritizing and sequencing of different task type records in one location, saving you from having to laboriously sort and filter them. APM reports using CMDB query builder Use the CMDB query builder to build complex queries that spans across multiple CMDB CI classes, APM tables, and configuration items that are associated by different relationships. You can run a scheduled job on demand that fetches the results of your query across CMDB classes, configuration items, and tables to generate APM reports. Predictive Intelligence for Application Portfolio Management Configure and train the machine-learning algorithm to make predictions based on your past record data that can help suggest a category for the new business application that is on-boarded into the APM inventory. The solution definition for Predictive Intelligence comes with a plugin that is added along with the APM plugin. You can also set a training frequency for your machine-learning solution to collect and compare existing records with new records. Capability-based planning UI enhancements Expand each level of business capability in the capability map to view its sub-capabilities and their CI scores. For a capability that is at the leaf node, you can click the Score, People, Process, and Technology links to navigate directly to the CI Scores form and the Indicator Scores form to view the scores for People, Process, and Technology indicators. These links save you from having to navigate to the forms from the application navigator. 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 Field validation for a String metric Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Reference qualifier for a Reference metric Build conditions for a Reference metric type to filter the reference records. Use the Condition field for a metric to implement this functionality. This functionality is applicable in the Now Platform, Survey Designer, Service Portal, and Virtual Agent. Association between a survey and Virtual Agent chat After a survey is submitted in a Virtual Agent conversation, the created survey instance displays a trigger ID. This trigger ID is the associated interaction ID created in the Virtual Agent chat. Asset Management Create and look up assets on mobile Use the ServiceNow® Agent Mobile app to create an asset record by scanning the asset serial number or asset tag. You can also search for an existing asset record in your ServiceNow instance by scanning the asset. 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, walk-throughs, 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 Audit Management still works. If you customized Audit Management, copy the quick start tests and configure them for your customizations. Authentication Enable self-registration to allow external user access to ServiceNow custom applications Centralize and streamline the self-registration process to make it easier to on-board a large group of external users to a custom application. Self-registration contains many configurable security requirements, offers base system Flow Designer flows, and integrates with Service Portal for a refined user experience. Support OpenID Connect (OIDC) as a Single Sign-On (SSO) Identity Provider Offer a modern and intuitive SSO experience to employees and end-users and improve the on-boarding experience for mobile applications by enabling users to log in to ServiceNow applications using their social identity provider. Support executing an OAuth script from a MID server Add a customized OAuth script to run from a MID Server when you connect to a third-party OAuth provider. Automated Test Framework (ATF) Add Attachments to Form (SP) Test the functionality of attaching a file to a ServiceNow® Service Portal form widget. Custom UI component version and order View additional information about a component by selecting it from the step custom component list. Benchmarks Guided setup for Benchmarks Opt in to Benchmarks on your ServiceNow® Benchmarks application using the guided setup. The Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as a comparative insight into the industry averages of your peers. Business Continuity Management Business Impact Analysis Assess the business critical processes of your organization and estimate the consequential impact on your business revenue, reputation, workforce disruption, and legal issues in a possible business disruptive situation. This business impact analysis helps you to gather necessary information and develop recovery strategies and plans. Business Continuity Planning Make plans to identify your business assets, loss scenarios, recovery tasks, and recovery teams. Assign roles and responsibilities to your recovery team members. Lay down documentation to implement the plan and make it available for the team at an accessible location in a crisis situation. Establish recovery strategies for your critical assets and their dependencies. Ascertain the recovery tier and recovery time objective of every asset. Business Continuity Planning feature takes you step-by-step to formulate your plan and make it viable and executable. Exercise Management Validate the business continuity plan that you developed by continuous testing and thereafter improve the effectiveness of the plan and usability during a simulated and an actual crisis. Crisis Management Apply BCM in a crisis. It helps you to focus on the direction of action and apply the right strategy to mitigate the negative impact of a disruption to the business system. 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 user and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Change Management Change success score View a team's past performance in delivering change to help make informed decisions about the approval and assignments for that change team. The score can also be used to evaluate the likelihood of the team's future success. This capability uses Performance Analytics to analyze past performance data to determine the score. View a group's change success history by clicking the Change Success score icon, which is available in all change forms for Assignment groups.Note: The Change success score feature is installed after you activate the Change Management - Change Success Score plugin, which is available with the ITSM Professional subscription only. Contact your account manager for more information. Change Management integration with Hardware Asset Management Enable real-time updates on asset records directly from a change. When the work order is completed for a deployment, update, or retirement of an asset, the CI or asset is automatically updated. This feature is available only after you activate the Hardware Asset Management plugin. Scheduling Assistant enhancement Review an improved message displayed when the scheduling assistant is unable to identify the next availability. It provides more information on why an availability cannot be found and suggests a duration that will yield availability if the schedule is for a longer duration. Enable or disable scheduling conflict messages Use the Enable/Disable Scheduling conflict message menu option to show or hide the scheduling conflict messages. This UI option is made available when the change.conflict.show_conflict_message property is set to User preference. New property to show or hide conflict messages Use the change.conflict.show_conflict_message property to show or hide the scheduling conflict message for a change request. You can choose one of the following options to configure the display of the conflict message: User Preference Always Never New properties added to trigger events for the change request state workflow Enable and use the com.snc.change_request.event.state_updated.enabled property to generate an sn_change.state.updated event when the state of a Change request is updated. By default, this property is disabled. Enter the state values that you want to consider in the com.snc.change_request.event.state_updated.states property to generate the sn_change.state.updated event. If no value is entered, the event is generated for all state changes. New conflict property to consolidate conflicts Use the change.conflict.consolidated_conflicts property to generate a consolidated list of conflicts for your change request. Conflicts will be registered only for each unique combination of the conflict type and schedule or the conflict type and the conflicting change request number. Change Management REST API enhancement Field level encryption support. Use the new encrypted_fields parameter for field level encryption support. Reference fields and Choice fields will accept display values and values interchangeably. The code logic will determine whether the value passed is a value or a display value and behaves accordingly. Cloud Insights 1.3 Government cloud service accounts are supported You can add AWS and Microsoft Azure government cloud service accounts to your Cloud Insights setup. Cloud Provisioning and Governance Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. Coaching Guided setup for Coaching Configure and set up coaching opportunities to define a critical moment in the process in the Coaching application by using a guided, sequential walk-through. Common Service Data Model Access the CSDM by using the CSDM navigation pane The CSDM includes a navigation pane used to access the CSDM domains and their components. You can select the component that you want to use from this navigation pane. For example, select Application Services in the Design Technical Services domain to create and populate your application services. When you select this component, you use a work flow to create the application service and choose the population method. You can also set a relationship between the application services and the components of other CSDM domains. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. Communities Pull model for activity feed Use the pull model to improve the overall performance of your activity feed. Activities are pushed faster to active streams. If a stream hasn't been accessed in a while by community members, activities are not pushed to it. You can configure a time period when a stream is considered as inactive. The default value for inactive streams is 30 days.Note: By using the pull model, your inactive users will experience some delay in activities being pushed when they access the activity feed for the first time. Configuration Compliance Remediation status metrics (v 12.0) View the status metrics in Configuration Compliance from the test result, test, and policy records. Focus your remediation efforts for the assets with your policies, test result groups, and policies that are out of compliance. View the number of active (open) test results and the percentage of test results currently in remediation or deferral to help you efficiently manage your remediation tasks (test result groups). View policies that show the percentage of your assets that are out of compliance with that policy. Data displayed on Remediation tabs for the test result, test, and policy records are updated daily by a scheduled job. Click the Update Status Related link to refresh remediation status metrics on-demand from the test result, test, and policy records. Enhanced change management for Configuration Compliance (v 12.0) Create change requests directly from test result groups with ServiceNow® Change Management for Configuration Compliance. Create pre-populated change requests of varying types (emergency, standard, or normal) to expedite your remediation of non-compliant software in your environment. Use change requests to help you prioritize, track, and remediate test results that require additional resources or time to remediate. Associate test result groups to existing change requests. Split large test result groups into smaller groups to help you identify test results for deferral or regroup test results and configuration items that require additional resources. When enabled, state synchronization resolves test result groups automatically after change requests are implemented. Reapply CI matching rules (v 12.0) As an administrator, you may have to edit or update a lookup rule for multiple reasons. If you change your lookup rules, reapply them on-demand and manually reconcile selected discovered items with the CMDB without having to reimport all the asset data. On-demand CMDB reconciliation on discovered items The corresponding test result-CI association is updated for active test results. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are re-evaluated. Discovered item status is updated accordingly, for example, discovered item status changes from Unmatched to Matched. Case sensitivity option for the condition builder (v 12.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the Conditions builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules CI lookup rules Calculators 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) v 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 application dependency for this feature is automatically installed with v12.1 of Vulnerability Response. The installation may take some time. Exception management for Configuration Compliance (v 11.1) 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 10.3) 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 using the reapply feature to better understand your scoring models and ensure accurate results. Configuration Management Database (CMDB) Multisource CMDB Enable Multisource CMDB to retain the history of all updates to attribute values from all discovery sources. When multiple discovery sources attempt to update the same CI (Configuration Item) attribute, CMDB uses reconciliation rules to select the discovery source whose value updates the CI attribute. Multisource CMDB retains details about the discovery source that was used for an update, and also about all the other discovery sources that were rejected for that update. Without Multisource CMDB, data on rejected updates is discarded. This includes details about the discovery sources of lower priority along with their suggested attribute values. Using Multisource CMDB you can: Control CI updates at the discovery source and CI attribute level. Visualize the source of attribute values, for each discovery source and at the attribute level. Drive operational insights from Multisource CMDB data. Modify reconciliation rules and then recompute and update CMDB data to reflect the updated reconciliation rules. Revert CMDB data integration from a specific discovery source, if for example, you realize that the discovery source is not reliable. You can recompute CI attribute values, while excluding the discovery source that you want to ignore. Improve data management and data quality by querying on Multisource CMDB data. Use the Multisource Report Builder to find, for example: All the discovery sources populating data in your CMDB. Differences in attribute values across discovery sources, and differences in attribute values of discovery sources compared to CMDB data. CIs not reported by any discovery source. You can limit the report results to only those CIs that belong to a specific application service, technical service, or CMDB group. CSDM-based workflow for creating application services Use a wizard-like tool that guides you through all the necessary configuration steps for creating and populating an application service, following CSDM workflow. Using this tool, you can configure an application service with the following CMDB-based service population methods: Dynamic CI Group: The Dynamic CI group service population method is based on a CMDB group. Manual: The manual service population method is based on selecting a CI for the application service. To use application services effectively, ensure that they are fully configured and are populated. You can monitor the health state of application services in the Application Services Dashboard, which shows details about incomplete application services. Edit the application services that are missing service population methods or other important details, as indicated on the Application Service Dashboard. CMDB query support for application services Query on application services using a CMDB query in the CMDB Query Builder: Query on application services in the context of non-CMDB tables. For example, query on the incidents or changes for CIs of a particular application service. Query on patterns between an application service and other nodes in the query. Include all CIs within an application service in a CMDB query, not just the application service CI. Add multiple non-CMDB tables to a single CMDB query, including to a query which contains an application service. For example, you can query on both incidents and changes associated with a particular application service, in the same query. Filters in reconciliation rules view Filter reconciliation rules in the Reconciliation Rules page in the CI Class Manager. You can filter by attributes to easily find out which reconciliation rules are for a specific attribute. You can also filter by discovery source to find which reconciliation rules exist for a specific discovery source. IntegrationHub ETL store app Use the IntegrationHub ETL store app to create and 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. CSDM and the CMDB Data Foundations Dashboards store app Use the CSDM and CMDB Data Foundations Dashboards store app to gain insights into key foundational indicators of the Common Service Data Model (CSDM) and CMDB. These dashboards provide visibility into potential risks in the implementation and include recommendations to mitigate those risks. Follow the recommendations to ensure that CSDM and CMDB are properly configured for optimal usage. 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. Connections and Credentials Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Extended scope protection and support Classify certain types of Connections and Credentials records as belonging to a scope, and extend scope protections to them. Extending scope protection policies to these records prevents interactions with records that are private to another scope. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. Contact Tracing Track user daily contact logs Send users 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 users 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 a person 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 people. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those people. Create requirements that restrict return to work eligibility to people that have not been potentially exposed and are not being actively investigated in a contact tracing case. Manage user badge data and Wi-Fi access logs Manage data for user badges and badge readers to track and control user access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected user has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed users who might have come into contact with affected users. 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 users who used the same Wi-Fi network as the affected user. 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 users 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, user 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 users to request a list of co-workers with whom they interacted on a given day. Add wearable or handheld computing devices assigned to users Add wearable devices such as Bluetooth LE-enabled devices that are assigned to users to enable them to connect to the Wi-Fi network in your workplaces. Also map handheld computing devices that are assigned to users 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 users to notify them of a potential exposure from an affected user. Assess the health of potentially exposed contacts with Virtual Agent conversations for Contact Tracing Using SMS outreach, ask potentially exposed contacts questions based on the Exposure Case Task Survey and use the responses to assess the health of a potentially exposed contact. Configure the Exposure Case Task Survey outreach to be sent automatically or manually while working on a case task. If survey recipients agree to the organization's privacy consent policy, they can reply to the survey via SMS. Collect and import risk scores with Devvio integration Identify at-risk and potentially exposed users by importing and monitoring risk scores from user wearable devices and external systems. Integrate Contact Tracing with the DevvTrace platform to collect user risk scores based on interactions at the workplace. Use domain separation with Contact Tracing Use domain separation with Contact Tracing to separate data, processes, and administrative tasks into logical groupings called domains. Control several aspects of this separation, including which users can see and access data. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Contextual Search Contextual Search properties for search results widget The following two contextual search properties have been added: Collapse the search results widget when creating a new record in a form(com.snc.contextual_search.widget.form.open_collapsed_new_records): Controls whether the search results are expanded or collapsed when you create a new record. Auto expand the search results widget when search field updates in a form(com.snc.contextual_search.widget.form.expand_on_search_field_update): Controls whether to auto-expand and run the search when you update the search field. Continual Improvement Management Guided setup for Continual Improvement Management Get your Continual Improvement Management up and running using a guided, sequential walk-through of the setup. Associating a service offering with an improvement initiative Associate a service offering with an improvement initiative using the Service Offering field on the Improvement Initiative form. Integration of Continual Improvement Management with Process Optimization Use Process Optimization throughout the entire Continual Improvement Management life cycle to proactively assess the as-is process to find new improvement opportunities. Navigate to the Process Optimization workbench from the Continual Improvement Management workbench to analyze the process data and uncover new tasks or missing steps to help improve the process. You can also create a new process optimization model for additional analysis. Pre-built process optimization definitions and models Find the predefined process optimization content pack for ServiceNow®ITSM processes available in the ServiceNow® Store. You can use the available process definitions by navigating to Process Mining > All Projects to optimize processes related to Incident, Problem, Change, and Request. Process Optimization related list Find or associate new Process Optimization process models using the Process Optimization related list available on the Improvement Initiative form. 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. 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. Playbooks for Customer Service Management Use playbooks to automate complex customer service processes that span multiple teams and systems, and easily manage the life cycle of a specific case type. Playbooks provide step-by-step guidance for managing and resolving different case types. Case playbook for onboarding Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion. Case playbook for complaints Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer. Case playbook for product support Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues. Auto-Responder recommendations for case deflections Deflect cases by automatically sending relevant content to a customer after a customer contact or a consumer creates a case. Integration with Adobe Experience Manager Deliver a pre-integrated web experience for external customers by extending Knowledge Management and Case Management capabilities through ServiceNow components in Adobe Experience Manager (AEM). Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Industry data model Expands the Customer Service data model, including the install base model, to provide the flexibility and security needed to support industry verticals and to model households and business locations and their relationships. It provides support for: Organizations with internal and external business locations and users Households and household members Customer central Provide efficient and supportive service to your customers by accessing all customer information and activity in a single, centralized view on ServiceNow®Agent Workspace. Integration with Service Portfolio Management Give your customers better visibility into the services, service commitments, and service availability of their install base by connecting sold products and service offerings. Product model and catalog items relationships Enable your customers to request services on products by creating relationships between product models and catalog items. Guided decisions Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. Trending case topics Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Messaging Engage customers in the messaging channel of their choice, for example, Email or SMS. Outsourced Customer Service Manage outsourced customer service providers on a single platform. Agents belonging to these organizations can fulfill the cases just as the company’s fulfiller would. Outsourced Customer Service dashboard The Outsourced Customer Service dashboard enables the OSP manager to view the number of SLAs breached, unassigned open and resolved cases, average resolution time taken to resolve cases, and so on. Use the information on this dashboard to spot problem areas and plan your case management strategy going forward. Walk-up Experience for Customer Service Customers can check in at a store (or login and make appointments on the portal) and the store representatives then create a case. Managers monitor and assign cases manually, view dashboards, and capture customer satisfaction. Walk-up Experience for guest users Guest users can use ServiceNow®Walk-up Experience from either the Consumer or Customer Portal and manage appointments online. Native Pre-chat Gather context for chat conversations using native pre-chat capability. This context can be used to route the chat to the appropriate chat queue or group and to make the agent aware of the context to better help customers. 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. Integrating WhatsApp with Customer Service Management through Twilio Deliver a pre-integrated WhatsApp chat conversation experience for consumers and customer contacts by using the Conversational Integration with WhatsApp (powered by Twilio) application. Integrating LINE with Customer Service Management Deliver a pre-integrated LINE chat conversation experience for consumers and customer contacts by using the Conversational Integration with LINE application. Quick start tests for Customer Service Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management still works. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. Data archiving Document the data archive table size limits Reference the limits on the size of an archive table you can create to store data. Automatically re-archive restored records Set a property to automatically archive restored records again after a predetermined time interval. Restore record with related records option Restore related records from the archive log and archive (ar_) tables. Destroy related records option Delete related records from the archive log and archive (ar_) tables through an archive destroy rule. DevOps Customer-managed Change Management 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 task in the ServiceNow DevOps extension for Azure DevOps, 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. Version 1.23: Automatically import and categorize GitLab JUnit tests during pipeline execution. GitHub integration Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials. Jenkins integration 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 orchestration and test tools 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. Stability and change metrics added to DevOps Insights dashboard Version 1.14: View stability metrics, including mean time to repair (MTTR) and service availability, based on incident and service availability records. Use the ServiceNow 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 enhancements 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 for Azure DevOps, Jenkins, and GitLab Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins 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 in versions 1.10, 1.11, and 1.12, 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. Domain separation Domain separation application properties Modify applications that use domain separation without having to create code every time you want to add or change functionality through two new tables: the System Application Property table [sys_application_property] and the System Application Property Value table [sys_application_property_value]. Edge Encryption Compatibility with Mobile payloads and UI Edge Encryption is now compatible with Mobile payloads. As a result, Edge Encryption is also compatible with Mobile UI and flows. Compatibility with graphQL payloads Edge Encryption is now compatible with graphQL payloads. As a result, Edge Encryption is also compatible with the graphQL-based UI, such as workspace. Emergency Exposure Management Track possible exposure between users If a user self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected user to identify others who might also be exposed. Fetch potentially exposed user data from a data source Work on the diagnostic request task to get information about potentially impacted users 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 users. Set up a tracing system Set up a tracing system for your exposure data source to identify potentially exposed users by running the diagnostic requests for an affected user. Use the Location tracing system to find users co-located with the affected user, for example, on the same floor or building. Use the Outlook meetings tracing system to find users who accepted the same meetings as the affected user during the specified time period. Fetch data for potentially exposed users from Cisco DNA Spaces or a Zebra MotionWorks proximity report Fetch potentially exposed user 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 users and populate the corresponding related lists on the Diagnostic Request form. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Emergency Outreach Send notifications for daily health verification Use Emergency Outreach to notify users to report their daily health status. Users 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 user's status. Resend the outreach notification to users who did not respond. Automate responses with response scripts Use response scripts to automatically take actions based on user 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 user'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 ServiceNow®Employee Readiness Core plugin. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Create an Emergency Outreach notification channel Create a notification channel to send health status requests using your organization's preferred communication method, such as Slack. Report your health status by email or mobile During a public health crisis, users can also respond to organizations through email or the ServiceNow® Now® Mobile app and let their organizations 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, users can self-report their health status to their managers. Managers can track the health status of their users and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all users and sort the data for analysis and action. View self-reported user HR tasks The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of user reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the organization. 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 users. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Health Screening Screen users and visitors for entry to the workplace Use your smartphone, tablet, or computer to determine whether a user is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the user's temperature and whether the user has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace. Add an Employee Readiness Surveys email notification for daily health verification. Monitor progress with the Employee Health Screen Overview dashboard Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace. Verify your health status and compliance Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace. Integrate Customer Service Management with Safe Workplace applications Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Core Track health and safety compliance with user records Automatically create a health and safety user record when a user fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create records for users that do not have any activity towards completing requirements. Use these records to monitor the status of user health and safety compliance. Create and activate health and safety requirements Use health and safety requirements to define the criteria that users 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 users 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 users to check their progress on organization 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 user 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 a user is ready to return to the workplace. Create and activate requirements that users must fulfill before they can return to the workplace. Track when a user 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 a user has agreed, disagreed, withdrawn consent, or has not responded. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Surveys Add or modify notifications for Employee Readiness Surveys Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs. Create or customize Employee Readiness Surveys Review the default user workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Travel Safety Request permission to travel Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually. Approve or reject travel requests As a manager or designated travel approver, review and approve travel requests. When a user 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 organization'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 users, managers, travel approvers, and user travel contacts to customize the notifications for your organization. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Enterprise Employee Experience Pack Keep your users informed with the Return to Workplace campaign Use campaigns to deliver important messages and information to users going through the return to workplace process. Target users that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center. Prepare users to return to the workplace with Return to workplace - lifecycle events Automate a collection of activities to help prepare for the return to work process for your users and your workplace. Provide information to your users with Return to workplace - Knowledge Management Use Knowledge Management to provide information to your users during the return to workplace process. Enable your users to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed. Event Management Landing page for alerts Use the Overview tab on the alert form in ServiceNow® Operator Workspace as a landing page when selecting an alert from the alerts list. The information displayed on the tab varies, depending on the type of alert you are viewing. On the Overview tab, a notification message for the alert appears if both of the following are true: The alert priority is High or Urgent. The alert has impacted services. The Overview tab appears only for alerts with an assigned CI. Probable root cause analysis (RCA) Root cause analysis (RCA) provides a list of probable root causes for alerts or alert groups, or both. It correlates alerts and change requests with relevant CIs, based on CI topology. It then calculates the root cause score to identify probable root causes. The root cause score is used to prioritize probable root causes on the list. Its calculation is based on change requests, alerts, and CI topology, and refined using configurable filters. Dynamic alert form layout The tabs and sections that appear on the Alert form in Operator Workspace vary, depending on the type of alert that is selected. Only tabs relevant to the selected alert type appear. NLP-based alert groups Event Management uses clustering models to identify common text patterns in alerts and create alert groups. Identifying alert groups using generalized patterns Generate automated alert groups according to either a specific CI or a CI class. Create a user view in Operator Workspace Save multiple user views in the Operator Workspace dashboard. Once you save a view, you can access it in a list on the Operator Workspace dashboard. You can create the following view types: Private: Created by and visible only to the user that is logged in. Global: Created by an Event Management administrator; visible to all users. Field Service Management Field Service Contractor Management Manage contractor companies: Outsource work order tasks to third-party contractor companies by onboarding the contractor companies and their workforces. Route the work order tasks to an appropriate external assignment group from these contractor companies based on location, skills, and product models to perform the assigned tasks on your behalf. Field Service Contractor Portal: Use the Field Service Contractor Portal to manage agents and access all work order task-related information and activities in one central space. When work order tasks are outsourced to a contractor company, the external manager can do the following activities on the work order task: Onboard and offboard agents View work order task details Reassign work order task to agents Create the parts requirement Source required parts for the task Access the stockroom Track work order task progress Customer Experience for Field Service Management Notify customers of the status of their work order tasks, appointment booking, and the agent's current location through email and SMS. View work order task details to track the work orders that are raised. View the field service agent location to track the estimated arrival time and current location. Provide feedback on the agent service by rating the service and posting comments in the review comments field. Integration with Customer Service Manage appointments in Agent Workspace: Manage appointments for work orders that are created from a case in ServiceNow®Agent Workspace. Automatically close the case when related work orders are closed: Close the case automatically when all related work orders in that case are closed. Automatically update the case when each work order state is updated: Automatically update the case when the state of the related work order task is changed. Dynamic scheduling Rank agents based on the availability of mandatory parts: Rank agents based on the availability of mandatory parts required to perform the job when assigning an agent to the work order task. Prevent dynamic scheduling of rejected work order tasks: Prevent the dynamic scheduling of a rejected work order task to the same agent for the next 24 hours. Administrators or dispatchers can manually assign the work order task back to the same agent. As a field service agent, you can manually assign the work order task back to yourself. Prevent assignment of work order tasks to excluded field service agents: Prevent the dynamic scheduling of a work order task to an excluded field service agent. Administrators or dispatchers can manually assign work order tasks to an excluded agent, if required. Group assignment Preferred assignment group: Select your preferred assignment group to route the work order tasks, such as the internal group or external group. Assign tasks to groups based on required skills: Assign work order tasks to an appropriate group based on the mandatory skills required to perform the task. Assign tasks to groups based on product models: Assign work order tasks to an appropriate group based on the covered product models required to perform the task. ServiceNow® Agent mobile application Track the current location of field service agents: Track the current location of field service agents based on the actions that they perform during the field service. Search for a work order and work order task: Use a keyword to search for a work order or work order task. Search for inventory and parts: Use a keyword to search for an asset or a part. Pause a work order task: Pause the timer on your work order task when you want to take a break from the task activity and then resume work when you're available. Log incidentals: Log incidental costs such as car rental cost, mileage, and vendor cost in your work order task to track the expenditure of the work order task. Agent location history map View the location history map of your field service agents to track and review their activities over a historical period. Inventory management Specify required parts: Use the Mandatory option to specify the parts required to perform the work order task. Automatically reserve parts in the agent stockroom: Reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks. This requirement applies to all assignment types, such as manual, dynamic scheduling, and auto assignment. Automatically close transfer order tasks: Automatically close a transfer order line task when the part is received and delivered within the agent stockroom. 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. Financial Services Card Operations Credit card service requests Submit and manage requests for credit card service that you receive from customers of your financial institution. Each request type triggers a workflow that creates corresponding tasks for the credit card service case. Agents work on these cases and tasks to resolve credit card service requests. Automated workflows to facilitate rapid case resolution Quickly resolve credit card cases through workflows that are automatically triggered by credit card service requests. Related tasks are automatically triggered by selected card requests and provide customizable instructions that enable credit card, credit assessment, and document service agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Card Operations uses application administration. The application-specific admin role for Financial Services Card Operations is Credit card admin [sn_bom_credit_card.admin. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Card Operations application. This data model stores customer data and supports banking requests. Financial Services Loan Operations Business and personal loan service requests and exceptions Submit and manage requests and system-generated exceptions for all types of business and personal loan services. Each service type triggers a workflow that creates corresponding tasks for the loan service case. Agents in loan, credit, and document service teams work on these cases and tasks to resolve these loan service requests and exceptions. Automated workflows to facilitate rapid case resolution Quickly resolve loan cases and exceptions through workflows that are automatically triggered by loan service requests and APIs. Related tasks are automatically triggered by selected loan services. These tasks provide customizable instructions that enable loan, credit, and document service agents to more efficiently resolve and close cases. These workflows are built using Flow Designer. Inbound and outbound document management Manage and track all inbound and outbound documents that are used in workflows for loan operations. The Document Management service determines the documents that are required in a workflow, and it automatically generates document verification tasks for the document agent. Performance Analytics dashboards Use Performance Analytics dashboards to get an insight into how the team and business is performing. Dashboards with customizable views are available for Business Loan Operations and for Personal Loan Operations. Application-specific admin role Financial Services Loan Operations uses application administration. The application-specific admin roles for Financial Services Business Loan Operations and Financial Services Personal Loan Operations are Business Loan admin [sn_bom_loan_b2b.admin] and Personal Loan admin [sn_bom_loan.b2c_admin] respectively. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from the Now Platform® and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Loan Operations application. This data model stores customer data and supports banking requests. Data of business customers is separated from consumer data into separate tables. Financial Services Payment Operations Payment inquiries Submit and manage requests for payment inquiries that you receive from your customers and third-party banks for your financial institution. You can submit requests for Beneficiary Claim Non-Receipt or Payment in Error payment inquiries. Inquiry agents work on and resolve these payment inquiries via inquiry cases. Payment claims and debit approvals Submit and manage payment claims and debit approvals for your financial institution. Payment claims can be submitted internally from a customer of your bank or externally from a third-party bank. Claim agents determine the validity of these claims and identify the source of refund. If a refund should be paid from internal sources, claim agents create cases for debit approvals. Automated workflows to facilitate rapid case resolution Quickly resolve payment cases through workflows that are automatically triggered by payment service requests. Related tasks are automatically triggered by selected payment requests and provide customizable instructions that enable inquiry and claim agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Payment Operations uses application administration. The application-specific admin role for Financial Services Payment Operations is Payment admin [sn_bom_payment.admin]. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Payment Operations application. This data model stores customer data and supports banking requests. Flow Designer Content filtering for Flow Designer Specify what content a user can access based on the user's role. Create a flow with roles Create flows and subflows that run with specific roles. Assigning roles enables you to create user-initiated flows that run with their own roles rather than the user's roles. Create complex object templates Save complex objects as templates for use as outputs in steps or actions. Delete Multiple Records step Look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Duplicate an action or subflow Duplicate an action or subflow within a flow. Get Catalog Variables action Get multi-row variable sets when accessing ServiceNow®Service Catalog variables. Key Value Map transform function Use a transform function to return a value associated with a matching data-pill key. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Submit Catalog Item Request action Create a requested item [sc_req_item] on a Service Catalog Request [sc_req]. Test a flow, subflow, or action in the background Use the Run test in background option to test a flow, subflow, or action asynchronously in background. Update Multiple Records step Look up and update multiple records as a single step. Using this step removes the need to separately look up a list of records and then process the list with a Script step. Set field values with a template or add and configure them using data pills. Update Multiple Records action Look up and update multiple records as a single action. Using this action removes the need to separately look up a list of records and then process the list with For Each flow logic. Set field values with a template or add and configure them using data pills. Use a script to check if a flow has an Ask for Approval action In an inline script or Script step, use the hasApprovals() method in the FlowAPI class to determine if a flow contains any Ask for Approval actions. Use Flow Data actions to create reusable Process Automation Designer activities Collect data from agents interacting with a Workspace playbook. Use this data to create reusable activities for process owners using Process Automation Designer. 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 GRC Dashboard Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects of the business applications that you use in your enterprise. The dashboard, available from ServiceNow®Audit Management, Policy and Compliance Management, and ServiceNow®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. SIG 2019 Support Version 10.0: 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. 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 Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRC Virtual Agent chatbot also assists customers by saving their time. Virtual Agent support for policy exception 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. HR Service Delivery Case and Knowledge Management Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Translations for HR cases and tasks Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language. Employee Profile table The Employee Profile (sn_employee) plugin provides an Employee Profile (sn_employee_profile) table that makes the employment start date and employment end date fields available outside of HR Service Delivery. Employee relations cases Support sensitive Employee Relations cases with tighter security and protection of privacy. You can create an Employee Relations (ER) case without adding an Opened for or Subject person. You can also create related records for allegations, interviews, and corrective actions. Employee Service Center Provide a single, unified portal for employees to get all the information, services, and help that they need. Campaigns for HR Service Delivery Provide an easy-to-use, single-page view for managing content and assembling your campaign. You can drag your stages (bundles) and content into a campaign's layout. Employee Onboarding and Transitions Automate onboarding and other employee lifecycle events that span multiple departments, which helps to improve employee satisfaction and efficiency across HR and other departments. Rescind process for a lifecycle event case Cancel and revert work done in a lifecycle event case with the rescind process. You can define rescind activities to notify employees and departments when a case is rescinded. These activities can trigger automated flows and revert work that has already been completed, such as the provisioning of equipment or the setting up of a workplace. Microsoft Azure AD integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Microsoft Azure AD integration. This integration requires the Microsoft Azure AD spoke in IntegrationHub. 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 plugin (com.sn_hr_lifecycle_ent). Sailpoint integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Sailpoint integration. This integration requires the SailPoint IdentityIQ for Service Catalog v2 app from the . 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 plugin (com.sn_hr_lifecycle_ent). Document Templates Create HTML and PDF document templates for generating standard letters or documents by using the Document Templates application. Multiple participants can fill, sign, and review a standard letter or a document online. HR Service Delivery Agent Workspace Integrate the platform functionality for HR agents into an easy-to-use interface. HR Service Delivery Agent Workspace Provide HR agents with a multi-tab interface for managing multiple cases and a heads-up contextual display that quickly orients them to their tasks. As an HR administrator, use guided setup to guide you through the initial configuration. You can access guided setup under HR Case Management. HR Service Delivery Agent Workspace landing page Provide a personalized and engaging experience for the HR agent. An HR agent can see high-priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes all from the landing page. HR Service Delivery Agent Workspace Playbook Provide HR agents with a singular view of Lifecycle Event cases. An HR agent can use the playbook to see the cases, tasks, time lines, and all team members who are working on the onboarding case. Employee Document Management for HR Service Delivery Agent Workspace Move employee documents from a case in HR Service Delivery Agent Workspace to Employee Document Management. Employee Document Management provides a central repository that enables quick and easy identification of documents using different sorting features. Create and upload employee documents from HR Service Delivery Agent Workspace if you have the [sn_hr_ef.document_writer] role. View all the actions that have been performed on an employee document in the Audit Trail tab. Machine learning solutions for HR Service Delivery Agent Workspace Automatically determine the correct HR service and assignment group for an HR case in HR Service Delivery Agent Workspace. Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview Consider the effort, agent availability, capacity, and skills required for HR cases and chat based on the Skill Management and Skill Determination applications. Configure Chat Setup for HR Service Delivery Agent Workspace Provide a real-time messaging system that HR agents use in HR Service Delivery Agent Workspace to interact with employees. Computer telephony integration (CTI) demo installation and configuration for HR Service Delivery Agent Workspace Provide demo data to test the phone communication channel for inbound telephone calls in a non-production instance. Machine learning solutions for HR Service Delivery Use machine-learning algorithms to automatically determine assignment groups and services for HR cases, automatically create cases from emails, and discover knowledge articles and catalog items that help in resolving HR cases. Assignment group for an HR case Automatically determine the assignment group for a case. An HR agent can transfer the case to the correct assignment group instead of spending significant time manually identifying groups for HR cases. Knowledge articles and catalog items Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center or an HR Ticket page. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and the top three catalog items to the employee. Related knowledge articles Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page. Similar knowledge articles Discover similar information across knowledge articles that are based on the short description of the HR case and the text in the Related Search Results. HR agents can see these similar knowledge articles to help resolve a case. HR Predictive Intelligence Workbench Explore pre-built common use case templates, including automatically trained models, that guide you through your predictive model implementation journey. Triage your HR cases correctly and reduce resolution time by using the pre-built template that automatically determines HR services for cases. Create and train predictive models by duplicating an existing model and selecting multiple models to test familiar data. You can also evaluate and tune the predictive models that you create. Test your predictive models to decide which ones are best to implement into your business process. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Hardware Asset Management Asset life cycle automation Keep your asset data accurate by automating the update of your asset records throughout the asset's life cycle. Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs. Hardware Asset dashboard Get a comprehensive view of your hardware assets through the entire asset life cycle. You can get insights into your asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Hardware model normalization Get visibility and control of your hardware models and assets throughout your IT environment. You can use the hardware library and normalization rules to gauge your hardware assets and plan for a refresh when an asset approaches its end of life. You can also normalize details, such as the manufacturer, product, model, and device type of your hardware and consumable models. Auditing your asset inventory Conduct scheduled or unplanned audits of your stockrooms and other locations such as offices or datacenters. You can use the ServiceNow® Agent mobile app to scan hardware assets for the audit. You can also view detailed audit results to see the assets that are expected at the location and the assets that are found. Quick start tests for Hardware Asset Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Hardware Asset Management still works. If you customized Hardware Asset Management, copy the quick start tests and configure them for your customizations. Health and Safety Testing Request a COVID-19 diagnostic test Provide the ability for users to request a COVID-19 diagnostic test if they have been potentially exposed, are having symptoms, or want testing for another reason. Report your COVID-19 diagnostic test result Enable users to report COVID-19 diagnostic test results so they can provide the organization with an update on their health status. Add COVID-19 test providers Create a list of COVID-19 diagnostic test providers that your organization uses to schedule testing for users. Customize the notification for potentially exposed individuals Modify the notification email that is sent to potentially exposed individuals to customize the notification for your organization. Set up health test privacy Set up a privacy consent process for users who are providing health and safety testing data to your organization. After users agree to a testing privacy consent, they can request or report diagnostic data. ITOM Health Event Management Event Management helps you to identify health issues across the organization's IT infrastructure on a single management console. It provides alert aggregation for discovered services, application services, and automated alert groups. For information on new and changed features, see 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 use this analysis to prevent potential service outages. For information on new and changed features, see the Operational Intelligence release notes. ITOM Optimization Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. ITOM Visibility Firewall Audits and Reporting Discover and take inventory of your firewall security policies, devices, device groups, and manager information with Firewall Audits and Reporting. You can also request new firewall rules using Service Catalog as well as auditing firewall security policies for a given time period. This release includes discovery of Palo Alto Network Firewalls.This outcome-driven store application is for firewall administrators. Key features include: Service portal request fulfillment task management and automated ITSMchange creation Discovery and inventory of firewall devices and policies in the ServiceNow CMDB and audit framework for policy governance. 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 that you have upgraded to the Paris release. Important: Firewall Audits and Reporting is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. Discovery using application fingerprints based on ML Use machine learning (ML) to automatically classify and categorize discovered running processes and provide suggestions for pattern developers. An ML ranking algorithm helps to prioritize unmatched process signatures and helps discovery administrators create patterns with a single click. ITOM Visibility uses Predictive Intelligence to perform initial analysis of discovered processes and suggest applications that you might want to discover. When using this method, ITOM Visibility automatically creates a Configuration Management Database (CMDB) configuration item (CI) class, a classifier, or a pattern for the new application CI class. Certificate Inventory and Management Additional features provide the following capabilities: Discover certificates used by the ULRs/endpoints with Service Mapping. Discover TLS certificates from the Certificate authority. Take advantage of external storage credential support for discovery of TLS certificates from GoDaddy and DigiCert. Discover certificates using net new patterns for TLS certificate discovery from Sectigo and Entrust. Bulk import certificates by using a URL discovery schedule. Enhanced notification features provide the following capabilities: Create events and alerts for expiring and expired certificates if the Event Management plugin is installed. Be notified in Slack of expiring and expired certificates using the Discovery property glide.discovery.certs.slack_channel_id. AWS Discovery - Assumerole enhancements Access Amazon Web Services resources with new AssumeRole cases such as member to main, member to member, or cross organizations. These cases are supported by an Accessor account, which is used to invoke the AssumeRole call. Use the AWS Cross Assume Role Parameters module to specify the parameters for the AssumeRole call. Cloud Discovery - Support for GCP organizations and Azure management groups Discover cloud resources by providing IDs for GCP management groups or Microsoft Azure organizations and projects. When discovering an organization or project with an ID, Discovery finds related projects in the same organization. Likewise, Discovery finds all subscriptions related to the management group ID. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. CSDM-based workflow for creating application services Create application services and populate them using patterns or tags using the new workflow available from the Common Service Data Model CSDM (CSDM) navigation pane. You can add relationships between application services and other service-related objects in the CSDM: Business Application, Technical Service Offerings, or Business Service Offerings. View the change history of application services in Agent Workspace View changes made to an application service and to the individual configuration items (CIs) comprising the service in Agent Workspace. You can also compare the service status before and after a certain change or problem. The change history is useful for maintenance, planning, or troubleshooting procedures. Framework enhancements Discovery - Pattern OrchestratorTrigger multiple Discovery patterns for a related collection of data with Pattern Orchestrator. This process reduces issues with large datasets that can cause slow discoveries and out-of-memory issues on a MID Server. Track and manage the flow of pattern executions with new components such as Trigger Rules, Pattern Outputs, and Pattern Inputs.MID Server Resource ReservationReserve resources before a task is assigned to a thread. If the resources the task needs aren’t available, that task waits in the MID Server’s work queue while other tasks are assigned to the thread. Enable this capability through the MID Server parameter mid.probe.wait.resources. Performance Analytics Content Pack for Cloud Resources This dashboard shows the aggregated view of all Cloud resources. You can see the combined analytical views, visual summaries, and visual details 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. It supports the following Cloud providers: AWS, Azure, and VMware. WMI performance host detection ServiceNow provides an out-of-the-box solution that tests each Windows host on a host-by-host basis. It will run the legacy WMI if your remote Windows systems are not running PowerShell or your MID Server cannot access the admin$ share folder. If you have PowerShell and access to the admin$ share folder, the enhanced WMI will be used. If you previously downloaded the update set, remove it prior to upgrade. The out-of-the-box solution will determine WMI use dynamically. See the Windows Discovery on Madrid Patch 3 and later - known issues and workarounds [KB0753561] article in the HI Knowledge Base for more information. Discovery properties Control several aspects of the horizontal discovery process through Discovery properties. glide.discovery.certs.slack_channel_id: Indicates the Slack channel ID where certificate notifications are sent. sn_discovery_firewall.default.rule.task.policy.owner.group: Indicates the name of the assignment group that owns or is assigned to firewall rule tasks. sn_discovery_firewall.default.rule.task.approval.group: Indicates the name of the approval group that is used to approve the firewall rule tasks. 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 (large payload enhancement) Kubernetes Istio (extension) OpenStack VMware NSX Cisco network switch (WAP extension) Palo Alto firewall Fortinet firewall Juniper firewall ITSM Agent Workspace Outage improvements Identify outages through unique values in the Number field on the outage form and in the Outage related list. Link Outage to Incident Link the appropriate outage to the incident in the Agent Assist using the Link to Incident UI action in the Outage search category. Agent Scheduling Manage your own schedule by swapping shifts with your peers or making time-off requests. ITSM Virtual Agent ITSM Virtual Agent Lite Get familiar with virtual agent technology to improve your ITSM self-service experience with a streamlined conversational interface. Quickly begin using several pre-built ITSM Virtual Agent Lite conversation topics, including: Report an Issue Check Ticket Status Search KB Note: Requires activation of the ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin. ITSM Virtual Agent topic conversations Duplicate and extend several pre-built conversation flows. Expand your conversation library by publishing these additional pre-built topic conversation flows: Search Fallback Topic: Dynamic topic that runs a search of knowledge base articles and catalog items when no existing conversation topics match the users' query. Integrates with catalog and knowledge base search. Create incidents With Similarity (Template): Prevents duplicate incidents. Dynamic Greeting Topic: Dynamic topic with a time-based greeting that references users by their first names, and includes any outage, incident, and request information. Report IT Issue (Template): Provides an additional create incident option for utilizing a record producer to dynamically drive the report IT issue conversation. Manage Office 365 Group (Template): Provides automation with Microsoft Office 365 group. Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin. Pre-built Predictive Intelligence clustering solution definitions Use data to help you identify ITSM Virtual Agent topic conversations that can best support your business. ITSM Virtual Agent notifications Get automatically notified by ITSM Virtual Agent regarding the status of your incidents and requests. Managers can receive notifications when approvals are ready for review. Natural Language Understanding improvements Benefit from several added utterances to the Natural Language Understanding (NLU) model for greater precision when identifying user intentions. Utterances are added to the NLU model for the following topic conversations: Escalate IT Ticket Service Disruptions Email Setup VPN Connectivity Guest WiFi Access Import and Export Data Stream (IntegrationHub) data source Enable platform Data Sources to load data from ServiceNow®IntegrationHub Data Stream actions. Incident Management Plugin for solution definitions The Predictive Intelligence for Incident plugin (com.snc.incident.ml) enables helps you to leverage machine-learning algorithms with application logic for predicting open change request and open problem for Incident. Predict the value of the Configuration Item and Service fields Train the machine-learning (ML) algorithm through two solution definitions, Incident Configuration Item and Incident Service, to predict the value of the Configuration Item and Service fields based on the value in the Short description field. Both Predictive Intelligence and Incident Management must be active on the instance. Solution Definitions of similarity solution type Train the machine-learning (ML) algorithm through the solution definitions Similar Incidents, Similar Open Incidents, and Similar Resolved Incidents as templates to predict similar incident records to which you can link the current incident record. Both Predictive Intelligence and Incident Management must be active on the instance. Ability to filter on service offerings Enter service offerings in the Service Offering field to see the service offerings affected by the incident in the Service Offerings related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items, affected CIs, or impacted services. Instance Data Replication (IDR) Introduce discrete mappings to producer replication sets Add discrete mapping to producer replication sets to enabledistinguishing different consumer replications. Administrators have better visibility to track and send records to the intended consumer. IntegrationHub JSONStreamingBuilder and XMLStreamingBuilder APIs Build a large streaming or non-streaming JSON or XML payload to use in a REST or SOAP request to send bulk data to a third-party API. For example, you can use these APIs to create a JSON payload in the ServiceNow® Flow Designer Script step and pass the returned value to the REST step to send the request to a third-party service. JSON parser step Add the JSON parser step in ServiceNow® Action Designer to map inbound JSON payloads to complex object outputs. Access these outputs as data pills in your flows for outbound integrations. Access controls for outbound transactions Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. IntegrationHub spokes on the ServiceNow Store Check the ServiceNow Store for IntegrationHub spokes released on an ongoing basis. Investment Funding Allocating funds Allocate funds to investments in addition to the received funds. You can keep a certain percentage of funds over the received funds as a buffer, and use these funds when there is any additional requirement. View the past funding history of investments in a graphical form in the Allocate Funds grid. This enables you to view the funding details of your child investments for past fiscal periods. Investment entity Create new entity records while adding entity records to allocate funds without having to navigate to the source entity form. You should have sufficient privileges for the source entity to create it from the allocating funds slider. While creating investment entities, you can select entities that are enabled for funding only for that entity based on a hierarchical order. For example, a portfolio entity can fund a program, a program can fund a project, a project can request from a program, and a program can request from a portfolio. 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 article authoring in Microsoft Word Author content in Microsoft Word and use ServiceNow workflows to publish the Word document as a knowledge article using the Knowledge Management - Add-in for Microsoft Word. Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Editing functions in the HTML editor Create more presentable and organized knowledge articles by applying predefined HTML formats, table of contents, code snippets, and find and replace text when authoring a knowledge article using the HTML editor. KCS article states and roles Manage KCS article states using KCS roles (kcs_candidate, kcs_contributor, and kcs_publisher) and metadata fields (governance and confidence). Search source in knowledge searches Analyze the knowledge searches using the source from which the search was triggered. Knowledge blocks in Agent Workspace Reuse content by creating, editing, and publishing knowledge blocks in Agent Workspace. Add blocks when creating knowledge articles in Agent Workspace. Email notifications for expiring articles Review knowledge articles that are about to expire using email notifications. MID Server Windows Installer Install Windows MID Servers with the new native Windows Installer. The installer makes sure the device meets the system requirements and pre-requisites, then guides users through setting up the MID Server. The installer requires a Windows service account, which should be a non-admin with low privilege. The new installer is available from the MID Server download page. Linux MID Servers can run as non-root users Run MID Servers as non-root user on a Linux machine to improve security. Multiple MID Server can be installed as services so they can start by themselves after system reboots. Supported versions are Linux Red Hat 6 or newer, Ubuntu 1404 or newer, and CentOS 6 or newer. MID Server Resource Reservation Reserve resources before a task is assigned to a thread. If the resources the task needs aren’t available, then that task waits in the MID Server’s work queue while other tasks are assigned to the thread. Enable using MID Server parameter: mid.probe.wait.resources. MID Server Parameters Use MID Server parameters to configure the behavior of individual MID Servers. mid.probe.wait.resources: Indicates whether probe execution is delayed until resources are available. Used to enable MID Server Resource Reservation. Enhanced MID Server Selections As part of the MID Server selection algorithm, a new wildcard (*) value has been added to the MID Server capabilities field. The MID Server uses priority-based selection, and capability with the name "ALL" has the least priority. AWS Organizations can use member accounts to leverage IAM instance profiles Identity and Access Management (IAM) roles provide temporary credentials granted by an AWS role for the discovery of discrete accounts and master accounts. IAM roles are defined in EC2 instance profiles. MID Servers installed on an EC2 instance can use the temporary credentials available to these roles to discover cloud resources. MetricBase Access time-series data via a unique ID Use a unique ID on a MetricBase table other than sys_id to ingest data and display it in MetricBase. Mobile Disable the ServiceNow Classic mobile app Disable ServiceNow Classic on your instance to prevent users from using the legacy app and guide users toward the new ServiceNow mobile experience. Mobile filter enhancements for items and location Filtering capabilities are expanded for list and map applets, increasing the ability for users to search for specific data and streamline their results. You can now run online filter queries on the database instance. Client filters continue to be supported for offline usage. Other features include: The availability of fields which are not part of the list item view, as defined by the administrator. Improved usability including pagination support, enhanced filter indicators, new picker options, and category filters. Campaigns for promotional display Use campaigns to deliver messages and important information to your users. Campaign content displays in a carousel format, which scrolls automatically until you interact with a campaign card. Campaign cards can be text, image, and video. Users can interact with the promotional displays by either viewing videos, being redirected to web pages, or navigated to defined areas on their mobile device. Mobile GovCommunityCloud (GCC) Compliance ServiceNow mobile apps are authorized for use within the GovCommunityCloud (FedRAMP High / DoD impact level 4) environment. As part of the accreditation, ServiceNow mobile apps include the following: FIPS 140-2 validated encryption when connecting to GovCommunityCloud instances Enforced device pin or biometric enablement when connecting to GovCommunityCloud instances Locally stored app data such as user preferences and offline data are encrypted Automatic enablement of the blur feature when the app is in the background Edge Encryption support for mobile platform Mobile platform supports Edge Encryption, where users can view and edit encrypted data. All configuration settings are performed in the web-based UI. ServiceNow® Edge Encryption encrypts sensitive data on your company premises before sending it over the internet to your ServiceNow instance (encrypted in flight), where it remains encrypted at rest. Donut and bar reports for mobile dashboard Mobile dashboards support the display of bar and donut charts in addition to the other time series reports available. Users can view dashboard previews in an applet launcher and drill down to display an interactive chart visualization for the report or widget. Also, users can tap on the chart to view records and perform actions. Actionable push notifications Administrators can include actions with push notifications. Users can perform push notification actions without opening the app. Up to three actions can be associated with a push notification. These actions must refer to an existing mobile function. The following types of actions are supported: Write-back actions, including script Navigation URLs Chat launcher Navigation section added to UI sections An additional UI section called navigation enables you to jump to multiple areas in the mobile app, including: applets and applet launchers. Dynamic screen name configuration Administrators can configure a screen to inherit a name from a previous screen selection. These dynamic names can be used with grouped lists, where the selected group name becomes the header on a subsequent screen. Alternatively, a field in a form can be used as a header in a different screen. Force local login in mobile apps Configure the force local login option to provide local login experience on mobile apps, even when the instance is configured with Single Sign On (SSO) configuration. You can configure this feature independently on any available ServiceNow® app. Domain separation support for mobile platform Now Mobile supports domain separation at the Basic level. Users in organizations that support multiple domains can easily identify for which domain the records are created or edited. This ensures that they do not mix or access data by mistake across domains. The mobile UI design clearly indicates the domain which a record is associated with. The configuration for domain separation is performed in the web-based UI. Copy an applet Use Studio to create a copy of a list or employee directory applet. Natural Language Query Manage synonyms for Natural Language Query Create custom synonyms for keywords and semantic shortcuts with conditional definitions to increase positive query results for NLQ users. The synonyms and conditions you create are key components that help the system respond accurately to your records-related questions. Use NLQ in the Analytics Center tab of any Workspace Get answers to your records-related queries by entering plain-language questions directly into the Analytics Q&A user interface. You can ask questions such as "How many open cases are assigned to me?" to get an immediate answer. Natural Language Understanding French and German language support for NLU models Assign German or French as the language of an NLU model and import prepackaged common entities that use the language you assign. The default language is English. NLU vocabulary updates Choose from three distinct vocabulary types when you create vocabulary items and their synonyms in ServiceNow Studio: regular, pattern, or vocabulary lookup. By choosing between these types and learning how they're cohesively used, you can train the system to better understand human-expressed language and to learn unknown words that it doesn't recognize. Creating and testing a lookup vocabulary item Add synonyms to the system vocabulary by using a ServiceNow table. To ensure the table values that you use are synchronized in real time, the list of synonym values refreshes when you train your NLU model. You can also select an option to have the system create a corresponding simple entity from the value or values that you add. Creating an open-ended entity Use an open-ended entity when you want to improve your intent prediction accuracy. When you mark a word or phrase as open-ended, the system skips those phrases to better infer the intent by focusing on the entity context. Virtual Agent and NLU model builder integration Access and update your NLU models from within the Virtual Agent Designer user interface. This access requires the use of both the virtual_agent_admin and nlu_admin roles. Notifications Workspace email client Set up Workspace to include an email client that enables agents to email callers directly from the record view. System address filters Prevent your system from communicating with untrusted domains and email addresses. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Notify Disable Zoom meeting password requirement Disable Zoom meeting passwords so attendees can join a Zoom meeting without needing a password. Send an SMS with Zoom meeting invite Send an SMS that contains a Zoom meeting invitation to ensure that the meeting participants, especially newly added participants, are updated with the meeting details when the meeting host starts the conference or adds a participant to the conference. Zoom meeting recording link Access the recording of a Zoom meeting after the meeting is over by clicking the Zoom meeting recording link added in the activity stream. The Notify: Add Recording details on the Task Worknotes workflow are available with the demo data of the Notify plugin (com.snc.notify). You need to update events and scopes, which you have created on the Zoom site, in your Zoom app to make the Zoom recording link work. Notify properties to enhance On-Call Scheduling The following notify properties have been added to On-Call Scheduling and are available when the Notify (com.snc.notify) and the On-Call scheduling (com.snc.on_call_rotation) plugins are activated: com.snc.notify.default.conference_call_follow_on_call_escalation: Helps to ensure the On-Call escalation hierarchy when a user group is added to a conference call. com.snc.notify.default.on_call_escalation_level: Enables you to fetch the number of users from the group escalation plan. com.snc.notify.default.conference_call_escalation_workflow: Requires the sys_id of the default workflow to be attached when escalating the conference call. Twilio client JS SDK upgraded The Twilio client JS SDK has been upgraded to version 1.10 to avoid breaking changes in Google Chrome releases. For more details, see Twilio webRTC browser support. Now Experience Components Table 4. New components Component Description Accordion Gives users the ability to reveal and hide relevant sections of content. Button Circular Displays an actionable icon in circular format with a drop-shadow. Card Divider Divider subcomponent that divides content within a card component. Checkbox An interactive control for indicating an affirmative, negative, or indeterminate choice. Input Accepts input in the form of text, values, or symbols. Input Password Accepts input in the form of text, values, or symbols with validation. Input Phone Accepts input for selecting a country code and entering a phone number. Input URL Accepts hyperlinks as input for entering and editing web addresses. Popover Allows temporary contextual content to display over other content, relative to a triggering element. Radio Buttons An interactive control to enable a selection from a group of mutually exclusive choices. Stepper Tabular navigation component that helps users visualize and interact with a multi-step process. Textarea Form element that provides an input area for a large amount of text. On-Call Scheduling Slack is fully integrated as a contact method Slack appears as an option on all user pages where you specify a contact method. For configuration instructions, see Setting up Slack as a contact method . Track escalation progress Use On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through the on-call escalation path. View the log of activities for an On-Call escalation View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. Escalations Overview Reports Run Escalations Overview reports to view count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports Run My Groups Overview reports to view count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Performance reports View Performance reports on the On-Call Premium dashboard to see performance metrics across groups. You must have the Premium Dashboard User role [rota_prem_dashboard_user] to view the dashboards. 'Show all rosters' option on the Calendar view View all rosters for all time zones by clicking the Show all rosters filter on the Calendar view. Workflow activities updates On-Call: Assign by Acknowledgement Added Slack as contact method. Ability to log escalation activity. Resume the workflow immediately after rejection. Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response. On-Call: Escalations by Email Ability to log escalation activity. Catch-all users are treated like all other escalation users: A response is expected and the incident might be assigned to them based on their response. On-Call: Assign Ability to log escalation activity. On-Call: Assign And Notify Ability to log escalation activity. On-Call: Conference Call Escalation Ability to log escalation activity. Resume the workflow immediately after a user has joined the conference. Operational Intelligence Anomaly detection avoids negative values Metric values for anomaly alerts cannot be negative numbers. 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. Order Management for Telecommunications Create and publish product offerings Create and publish product offerings with the required product, service, and resource specifications to sell to your enterprise customers. Establish eBonding integrations Rapidly establish integrations between your ServiceNow instance and the ServiceNow instances of your customers to create and publish products and services for enterprise customers to access and to synchronously receive and fulfill product or service requests. Order Management and eBonding for Telecommunications Receive and fulfill product or service requests that were generated from the ServiceNow instance of your enterprise customers. Order Management for Telecommunications supports the verification, enrichment, decomposition, and fulfillment of customer orders received from the ServiceNow instances of your enterprise customers. Password Reset Password reset for Microsoft Azure AD Quickly reset user passwords stored on Microsoft Azure Active Directory (AD) instead of having to rely on the extensibility of password reset. Administrators can create a new password reset process to reset the Microsoft Azure AD spoke. Users can reset their Microsoft Azure AD stored password. Performance Analytics Analytics Center The Analytics Center is a single module where you can access your analytics content. All Workspaces support the Analytics Center. The Analytics Center currently contains the following features: A list of the indicators you can access. Click on an indicator to see the KPI Details. Analytics Q&A, where you can ask questions about analytics in natural language Analytics Q&A Start asking a question in natural language, and Analytics Q&A gives you suggestions about indicators, breakdowns, tables, and columns while you are typing. You can ask for a particular visualization, like "How many open incidents by priority as pie," or let the platform select the most suitable visualization. From the results, you are redirected to KPI Details or the record list. KPI Details In Workspaces, use KPI Details to explore an indicator, allowing more detailed analysis. In KPI Details you can see trends, predictions, breakdowns, and associated records for a specific indicator. KPI Details is the Workspace equivalent to the classic Analytics Hub/Detailed Scorecard. KPI Signals KPI Signals notifies you when the behavior of a process changes significantly. It picks out the signal of special cause variation from the noise of common cause variation. Armed with the information from KPI Signals, you can investigate the reason for this special variation and take any corrective action. If you determine that the variation found in a signal reflects a real and permanent change in a process, you can reset KPI Signals to recognize this behavior as the new normal. KPI Signals is a panel on the Workspace KPI Details module. Data visualization component configurations Configure new data visualization components in Workspace: Create time series, single score, bar, pie, and donut visualizations from table and indicator data with the Data Visualization configuration. This component configuration enhances the Workspace Experience when building a landing page with UI Builder. Access KPI Details from the Reporting and PA Widget configuration: Select a PA widget on a workspace landing page to explore and analyze indicators. From there, you can see trends and breakdowns for your key performance indicators. Auto-refresh single score widgets and reports: Configure single score reporting widgets from the Reporting and PA Widget configuration to refresh automatically. The Live refresh rate parameter complements Single score live updates, which you can set to refresh in intervals of seconds. Platform performance analytics Graph sets of data points at the instance level across all nodes Review data points across all nodes by using the Instance View graph set in the Performance Analysis dashboards. The Instance View graph set enables you, in a single view, to see how all active nodes are responding, and to identify which nodes are experiencing issues. Platform security Access controls for outbound transactions Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. Cache-Control HTTP header value Set the default Cache-Control value in the HTTP response headers that the Now Platform® sends when requesting static content data for a page. For new Paris installs, the default value for this property is private. When you upgrade instances, for example, from Madrid to Paris, the value continues as public, but you can override it in this property. Instance security hardening settings Consult the Instance Security Hardening Settings for detailed descriptions, and compliance values, for the security-related system properties and plugins in the Now Platform. Access this content directly from the Hardening Compliance Configuration tab in the Instance Security Center. Run as Job invalid user message If you assign an invalid user when scheduling Daily Data Management or Daily Data Collection jobs, an error message appears above the Instance Security Center rotating security banner. Scan instance for incorrect security definitions Run the Auditor in the Instance Security Center to scan your instance for incorrect security definitions. It provides findings you can correct to help improve the security posture of your instance. Subscribe to emailed security notifications Configure preferences for emailing of specific types of security notifications, using the Notification Preferences page. If you have not done so already, a Configure Security Notifications message appears in the Instance Security Center, reminding you to configure settings for emailed security notifications. 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 11.0.2: 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 applications 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 Management 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 Creating and training a regression solution Use regression to train your historic data to predict numeric outputs, such as a temperature or a stock price. You can also use this new machine learning (ML) capability to estimate the number of hours or days it takes to resolve an incident or case. When making predictions, regression also enables you to specify a confidence level for the prediction interval (range). Regression is available in these languages: English, French, German, Spanish, Japanese, Dutch, Italian, and Brazilian Portuguese. Configuring XGBoost for classification or regression solutions Use this optional algorithm to train your classification and regression models. XGBoost is a gradient boosting framework that uses multiple decision trees and supports both Paragraph Vector (PV)-based text and Term Frequency–Inverse Document Frequency (TF-IDF)-based text. LogR continues to function as the default model algorithm. Configuring TF-IDF for classification, similarity, and regression solutions Apply optional TF-IDF encoding to your classification, similarity, and regression solutions. Predictive Intelligence uses paragraph vector word embedding by default in these solutions, which is highly effective for processing data that contains primarily human readable content. However, TF-IDF sometimes returns better prediction results for records that have machine-generated content, such as alerts and error messages in log files. In previous releases, you could apply TF-IDF encoding only to classification solutions. Using Group By for classification Use this optional capability to submit multiple classification solutions for training based on the groupby field. For example, you can train multiple solutions based on the geographical location or domain. To train a solution using Group By, you must add the groupby parameter while creating a classification solution definition using APIs. The prediction calls are then routed to the corresponding Group By model based on the Group By value present in the prediction input. This capability is accessible only via APIs. Clustering visualization enhancement Represent your clusters visually with the new tree map format. Previous releases featured a scatter plot visualization of grouped clusters. This release features a tree map visualization to better indicate the cluster size. The tree map also improves user readability of the cluster concepts, which contain the top words used in the cluster. The tree map helps you to see the most prominent content in each cluster. Configuring the Connect Component algorithm and Levenshtein Distance method for a clustering solution Use the optional Connect Component algorithm with the new Levenshtein Distance method as the metric when training your clustering models. Connect Component supports both PV-based text and Levenshtein Distance-based text. In previous releases, you used either the k-means algorithm or the DBSCAN algorithm, with the Euclidean distance method as a metric. K-means continues to function as the default model algorithm. External pre-trained word corpus support Specify an external pre-trained word corpus as an option to building your own custom word corpus as part of your similarity solution definitions. For example, you can use the GloVe (Global Vectors) word corpus for training your solutions in specific industries, such as healthcare or financial domains, where lots of industry-specific jargon and vocabulary usages might be prevalent. Using a pre-trained word corpus could lead to better predictions and reduce the time needed to train your solutions. The GloVe word corpus is only available for Similarity solutions. It's not available for Classification or any other Predictive Intelligence capability framework. Reviewing your ML solution training jobs View all training jobs that were submitted through the ML user interface all in one place. You can also view all training jobs that were submitted through the machine learning APIs in your instance. This view includes the progress status on each job and its associated ML solution. JavaScript API enhancements Access ML functionality with Predictive Intelligence so that developers, data scientists, and solution advisors can configure, train and combine ML solutions through scripts, and reuse these scripts across instances. For test and experimentation activities, these APIs can help your teams accelerate decisions regarding the value of one trained ML solution over the other. These APIs can be called from any existing ServiceNow application as long as you have the appropriate license. Predictive Intelligence Workbench Smart automation functionality to improve incident management Explore pre-built use case templates, including guided and non-guided models, some of which are auto-trained, that take you through your predictive model implementation journey. With auto-trained models, you can jump-start your implementation. Guided models walk you through implementation with a friendly and familiar set-up process. Note: Pre-built use case templates are available for ServiceNow® IT Service Management and ServiceNow® HR Service Delivery with the Paris release. Link to knowledge base articles to solve your most common incident cases or link to the Predictive Intelligence application to view and learn more about machine learning solutions. Use auto-trained Predictive Intelligence models or create and train new models. Then evaluate and tune these models. Test your predictive models with a familiar data set and integrate the best models into your business processes. Create new predictive models by duplicating an existing model and refining them to recommendations based on your data. View the progression of your use cases by state, such as, in progress or completed. Access embedded help in Predictive Intelligence Workbench. Predictive Intelligence Workbench dashboard Access the Predictive Intelligence for Incidents dashboard to monitor your predictive models and associated statistics. Correlate business metrics to machine learning metrics to communicate the value of Predictive Intelligence to stakeholders. Gain a clear understanding of how machine-learned predictive intelligence supports your business goals and adds value to your experience. Demonstrate the strategic, operational, and automation value of predictive intelligence by monitoring the most granular data and creating sharable reports for continued value. Problem Management Ability to filter on service offerings Enter service offerings in the Service Offering field to see the service offerings affected by a problem in a Search Offering related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items or affected CIs. Outage improvements Identify outages through unique values in the Number field on the outage form and in the Outage related list. Process Automation Designer Process definitions Enable process owners to configure and organize multiple instances of Flow Designer content into an automated business process on the Now Platform®. Triggers Process Automation Designer triggers specify when to start running your process. Lanes A lane represents one stage in your business process. Use lanes to sequence process activities in an order that makes sense for your cross-enterprise workflow. Activities An activity represents one step in your overall business process. Each activity uses Flow Designer content to drive Now Platform automation. A playbook experience renders the results of an activity in a user-facing view. Process executions A process execution is a single, runtime instance of a process definition. Project Portfolio Management Demand Management Use Predictive Intelligence and machine-learning algorithms to search and view similar demands while creating a demand. For more information, see Predictive Intelligence for Demand Management. Create work items in Scrum and SAFe entities such as a story, epic, or feature from your demand so that you can execute your demands using Agile methodologies. For more information, see Create an artifact from a demand. Retain demands that are a large multi-year investment, as approved demands so that you can use them to fund one or more programs, projects, or epics. For more information, see Create a demand. Project Management Search and view similar projects using Predictive Intelligence and machine-learning algorithms while defining a project. For more information, see Predictive Intelligence for Project Management. Retain the start and due date of a demand when it is converted to a project as the Approved start date and Approved end date for the project. These dates help you to track the dates when the demand was converted to a project. A visual indicator helps you identify when the planned start or end date falls before or after the approved start or end date. For more information, see Define a project. Pre-date a project task by moving the task's Planned start date earlier than the project's start date. You can then start your project earlier than expected and accommodate tasks that need to be completed before the start of the project. Define task dependencies between project tasks using two new task constraint types: Start no earlier than and Start no later than. Identify scheduling conflicts between tasks by checking for a constraint type icon in the Planning Console. This indicator enables you to identify such tasks without scrolling through all tasks. Compare schedule baselines of a project to see the differences in the schedule for the project. The following columns have been added to the Planning Console for viewing and comparing schedule baseline details: Baseline start date Baseline end date Baseline variance Apply multiple templates to insert common tasks into an existing project. The Decision record information for a project has been added to the Project Status Report for a more consistent experience and to include information for all RIDAC records. The following fields have been added to the Risk, Issue, Actions, and Request Changes areas of the Project Status Report to provide additional information and a consistent user experience: Assigned to Due date Approval Project import and export Import a Microsoft Project file to your ServiceNow instance from the Planning Console. For more information, see Update a project using a Microsoft Project file. Select the calculation method for calculating project dates when importing a project. Import project tasks for multiple projects from different file types such as an import set or transform maps. For more information, see Import project tasks for multiple projects. Export the project data including sub-projects and project tasks in MPP, XML, and CSV format from the Planning Console. For more information, see Export project data. Scenario Planning for PPM The Scenario Planning for PPM application provides the following capabilities: Plan your portfolio based on resource capacity for a single year or multiple years. For more information, see Annual and multi-year resource capacity-based planning. Create scenarios to plan for a single portfolio or all portfolios in your organization. Manage your multiple year portfolio planning using smaller planning windows for continuous tracking and planning adjustment. For more information, see Configure the scenario planning type and scope. Allocate budget to demands and projects in your portfolio based on the target derived from Investment Funding. For more information, see Set target budget for a fiscal year. View demands and projects with over-allocated resources. For more information, see Select demands and projects for portfolio planning. Use pagination and filters to refine your list and better manage large number of demands and projects. Strategic Spend Tracking for PPM Evaluate the strategic value of your demands and projects by using the Strategic Spend Tracking for PPM application to allocate strategy and goal percentages and generate breakdowns. Use the Strategic Spend Tracking 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 your organization. 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 Use the PPM Collaboration application to collaborate with your team on your project-specific Slack channel or Microsoft team to facilitate active and timely communication about your project. The project manager, users, and any other stakeholders who are added to the project Slack channel or Microsoft team can easily stay up to date with the project status and chat with other members. Resource Management Confirm or allocate users for a specific time period from the Allocation Workbench so you can make booking decisions for a specific period rather than the complete duration of the project. Replace one user's allocation with another user from the Allocation Workbench to accommodate situations like a user taking leave during a project. Shift allocations of a user to a future date to accommodate situations where planned work for a specific user of a group or role resource plan needs to be shifted to a future time period. If the dates of the shifted resource allocations are beyond the resource plan end date, the resource plan is extended. Retain the resource plan state, booked resources, and planned daily contour when you move a project. On moving the project, the resource plan is reallocated or reconfirmed based on the resources’ availability in the future time period to which the project is moved. Move a resource plan and its allocations to a future date from the Allocation Workbench. Track the actual effort and actual cost of resources through operational resource plans. 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. 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 Tasks 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 platform using the framework and guidelines provided in the GRC: 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. Reporting Data visualization component configurations Configure new data visualization components in Workspace: Create time series, single score, bar, pie, and donut visualizations from table and indicator data with the Data Visualization configuration. This component configuration enhances the Workspace Experience when building a landing page with UI Builder. Access KPI Details from the Reporting and PA Widget configuration: Select a PA widget on a workspace landing page to explore and analyze indicators. From there, you can see trends and breakdowns for your key performance indicators. Auto-refresh single score widgets and reports: Configure single score reporting widgets from the Reporting and PA Widget configuration to refresh automatically. The Live refresh rate parameter complements Single score live updates, which you can set to refresh in intervals of seconds. Foreign exchange (FX) currency support in Reporting Manage projects in multiple currencies with FX (Foreign Exchange) Currency. You can report on the projects in currency values entered by the user, a reference currency, or both. Embed report visualizations in scheduled emails of reports Embed PNG files in the body of scheduled report emails rather than including them as attachments. Configure List report titles Before the Paris release, it was not possible to add and style a title for List reports and List report drill downs. Safe Workplace Dashboard Set up Safe Workplace Dashboard alerts Set up alerts to track when PPE inventory falls below a threshold, the number of users who want to return, and the number of people 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: User health and willingness to return to work. Building readiness. Personal protective equipment inventory. Active contact tracing cases. Potentially exposed contacts under investigation. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Scaled Agile Framework (SAFe) Work Progress Status for SAFe Work Progress Status for SAFe provides a green, yellow, and red (GYR) progress status on SAFe epics and features to indicate whether the work is likely to be completed by the item's planned end date. It also provides an estimated completion date based on the rates at which the scope of work is changing and the work is being completed. Roadmaps for SAFe programs Use the new program-level roadmap view for your agile release train. You can track your program increments (PI) on a visual task board and assess what features you could be working on in the future PIs. Splitting a SAFe feature Split the complete and incomplete stories of your SAFe feature into separate features at the end of a PI: Move the completed stories of the original feature to a new feature. Move the feature with incomplete stories to your backlog or a future PI of your agile release train (ART). By splitting complete and incomplete stories into different features, you can maintain accurate metrics of the previous sprints and program increments. Planning enhancements for SAFe programs Assign SAFe features to a specific SAFe team so that you know the team that is primarily responsible for the delivery of a feature. Use the SAFe team field on the feature form. For details, see Define a feature in SAFe. Establish an expected PI capacity for an ART as an indicator to help you predict the right number of features to move into the next PI. Use the PI capacity field on the program increment form. For details, see Define a program increment in SAFe. Set the group capacity for a team on a sprint-by-sprint basis. You can account for changes in team composition, vacations, global holidays, or other factors that can affect the expected capacity of a team. Update the group capacity of a team from the big room planning board by clicking the sprint name of a team. Identify stories that are assigned to a team but are not yet planned into a sprint. Use the Backlog column on the big room planning board to view unplanned stories and add them to sprints. View the number of unplanned and unassigned stories for each feature in the feature backlog pane () of the big room planning board. Compare any team's current workload to its sprint capacity on the big room planning board and make informed decisions during planning. Use the workload bar below the sprint name of a team to understand the impact on the team's workload whenever you reschedule stories across sprints. Identify the story dependencies that require replanning using the colored (red, yellow, and green) dependency lines on the big room planning board. Filter the stories for selected features on the big room planning board so that you can focus on planning only those stories in your PI. Use the feature selector on the big room planning board to refresh stories on the board and the feature backlog pane according to your selection. Story management enhancements for SAFe Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. Convert large scrum stories into a feature and then break it down into multiple stories. You don't have to delete the existing story and create a feature. Use the Convert to Feature related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Essential SAFe After upgrades and deployments of new applications or integrations, run quick start tests to verify that Essential SAFe still works. If you customized Essential SAFe, copy the quick start tests and configure them for your customizations. Script Debugger Console in Script debugger Evaluate expressions, change the values of variables, and define and declare additional functions in runtime while you are debugging a script in Script Debugger. Search administration First page results column in Search Event table The Search Event [sys_search_event] table now includes a First page results column containing table names and sys_ids for records returned on the first page of results for a search. Hide global search result counts Users with the admin role can now hide matching record counts in global search by setting the sn_global_searchui.hide_results_count property to true in the System Properties table. Security Incident Response Assessment Trigger Conditions Version 11.0: As a security administrator, you can define the assessment trigger conditions to generate required 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. 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 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 enables you to automatically fetch alerts from multiple security providers and convert them into security incidents and enable automated response actions. Use this integration to do the following: 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. 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: As a security analyst, you can 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 newly redesigned Integration Capabilities framework enables implementation of integrations in a simple and consistent manner. This framework ensures a consistent experience for similar integration types, for example, observable reputation lookup. The new framework uses ServiceNowFlow Designer to implement capabilities and provides the following benefits: Capability flows include only business-level components without any implementation-specific logic. The Capability flows accept a broad array of inputs and formats for maximum flexibility, for example, Observable references, CI references, tasks, and any table or sys_id combinations. Rate limiting or throttling on integration executions are simple to define. The need to configure using custom code or make changes to implementation workflows has been removed. Enhanced auditing capabilities and execution tracking capabilities enable better reporting and simple 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 capabilities or integrations, for example, providing flexibility in automatically launching automations based on the incident category. 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 without writing complicated code. 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: With this integration, your system can ingest correlation events to create security incidents. It enables automated ingestion of correlation events to the ServiceNow platform 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: With this integration, your system can ingest offenses to create security incidents. It enables automated ingestion of offenses to the ServiceNow platform for the following: offense, event, and flow field mapping filtering 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 enables you to fetch recent events and 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. 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 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. CrowdStrike Falcon Insight for Security Operations integration With the CrowdStrike Falcon Insight for Security Operations integration, you can use real-time response and network containment to perform remediation actions on the endpoints, implement profiles to gather specific details about the host, and perform specific queries or actions on the endpoint. The integration enriches the Now Platform security incidents and provides additional insight into the scope of an incident. Since CrowdStrike captures all relevant endpoint event activity, you can use the Now Platform to focus on investigations and remediation. CrowdStrike Falcon Sandbox for Security Operations integration With the CrowdStrike Falcon Sandbox for Security Operations integration, you can submit files and URLs as part of the security incident response process to CrowdStrike Falcon Sandbox to perform a detailed malware and threat analysis. The CrowdStrike Falcon Sandbox integration provides you with an on-demand, isolated virtual environment where you can perform the malware analysis and provide results to the Now Platform security incident through the integration. When you submit your malware incidents they are retained as part of the security incident record. You can use these records for further incident resolution and automate submission of files and URLs. The integration supports automation of both phishing and malware response playbooks which allows your Security Operations center personnel to be more productive and efficient in responding to security incidents. Service Catalog Delegated request experience Request a catalog item on behalf of another user if the item is configured to support delegated requests. The following configuration options have been introduced: Specify who you want to submit the request for using the Requested For variable type If required, configure the Requested For field on the RITM form. This field automatically stores the Requested For variable. Allow delegated requests for a catalog item using its Access Type field, where you can specify if a request can be submitted for a user who does not have access to the catalog item. Submit a single request for an item on behalf of multiple users in Service Portal Note: If two-step checkout is enabled, the delegated request experience is not supported. Attachment variable Upload an attachment as a variable for a catalog item. You can upload an attachment for a specific question and control its behavior using catalog UI policies, catalog client scripts, and variable permissions. You can specify restrictions for file size and extensions. Rich Text Label variable Show formatted text on a catalog item form. Enhancements in Now Mobile Browse catalog items using the catalog hierarchy in addition to the category hierarchy Sort categories by the Order field Define the non-availability behavior of a catalog item by making it discoverable but not viewable, or not available at all Define the availability of a catalog item in one of the following ways: Include the catalog item with Availability set to Desktop only in Now Mobile. Specify catalog item types to exclude in Now Mobile. Specify colors for buttons to match your mobile theme On-load catalog UI policies (non-scripted) are supported for variables in record views, for example, requested item and incident Use the mobile camera to scan bar codes for identifying a variable value of a catalog item Enhancements for request submissions in Virtual Agent These enhancements are available when you make a request submission as a conversation in Virtual Agent: Enhancements in the Search Catalog Item topic block: Input parameter to specify the catalogs that the search should run against Output parameters to specify the number of items in the result set and the catalog item type Enhancements in the Request Catalog Item topic block: Support for additional variable types: Attachment Date/Time Email IP Address Label Lookup Multiple Choice Lookup Select Box (without pricing implications and advanced reference qualifier) Multiple Choice (without pricing implications and advanced reference qualifier) Multi Line Text Numeric Scale (without pricing implications) Requested For (without pricing implications and advanced reference qualifier) Select Box (without pricing implications) URL Container variables Support for catalog items with non-scripted catalog UI policies Enable the conversation mode for the request based on the number of questions Skip non-mandatory questions while submitting a request Input parameter to specify whether contextual search should be run for record producers Input parameter to specify whether the user must confirm the catalog item before continuing with the next step Standard ticket page in Service Portal Configure the standard ticket page for individual request types in Service Portal to ensure consistency. Item Diagnostic Results report Identify the catalog items that are not designed per ServiceNow recommended practices to run your catalog efficiently. Scoping support for catalog items Associate a catalog item with categories of a different scope for accelerated and delegated application development. Enhancements for a multi-row variable set Include multi-row variable sets in the GetCatalogVariables and CreateCatalogTask actions using Flow Designer Iterate through individual rows and access variables using the For Each flow logic Include multi-row variable sets while creating a catalog task using a workflow Automated Test Framework sample tests Write automated end-to-end tests for requester flows to validate the Requested For variable flows for cart checkout, order guides, and catalog item access. Service Level Management SLA timer component Use the SLA timer component to visually display the status of the task SLA. The SLA component enables you to track the time required to complete the task as defined by the matching SLA definition. You can also view the additional details of the task in the tooltip. New role added Use the new sn_slm_timer.sla_timer_admin role for full access to these SLA timer config tables: sla_timer_config sla_timer_config_mapping With this role, you can create entries, modify existing entries, and delete entries if they're no longer required. New tables added Configure the SLA timer component using these new tables: sla_timer_config sla_timer_config_mapping 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 Owner Workspace Application and technical services are added to support your service portfolios Gain better insight into your infrastructure dependencies with application and technical services added to support your service portfolio. You can view your business-to-application and business-to-technical service relationships, in addition to your business-to-business service relationships, using Service Owner Workspace. Note: Technical services can have associated offerings, but application services do not. Differentiate between service types by the icon and tag line displayed in Service Owner Workspace. View application and technical services and offerings related to business services in the Service Owner Workspace Related Services and Related Offerings tabs. Outage improvements View a unique Outage Number identifier for your outage records. View the outage number on the Outage card in the Service Owner Workspace Impact Stream. You can also see the outage number on the list view for outages via the Outage tab in the report viewer. Note: The Outage Numbering plugin (com.snc.outage_numbering) must be activated to introduce number data. The plugin is automatically activated for all instances and upgrades except those that already have a number prefix column on the Outage table. Refer to the Activate Outage Numbering plugin [KB0823685] article in the HI Knowledge Base or contact ServiceNow Technical Support if the plugin is not active and you want to move to the base system field. Integration with Common Service Data Model Improve your measurement and evaluation by using service and offering references on multiple IT Service Management associated workspace interfaces, including: Problem Change Continual Improvement Management Incident Service offering to catalog item relationship management View catalog items related to a service offering in Service Owner Workspace from the offering page Info tab. Click to open a catalog item to drill down into more details. Monitor fulfilled requests for all associated catalog items in the Offering Activity metric. Service-level dependency details View the Services I depend on tab to see any service offering dependencies at the parent service level via a card with a highlighted label reading Inherited relationship. View the Services that depend on me tab to see any service offering dependencies at the parent service level via a card with a highlighted label reading Inherited relationship.Note: Dependencies that a service inherits from a child offering are visually distinct from dependencies defined directly between services. Quick Start Tests for Service Owner Workspace After upgrades and deployments of new applications or integrations, run quick start tests to verify that Service Owner Workspace still works. If you customized Service Owner Workspace, copy the quick start tests and configure them for your customizations. Service Portal External user self-registration Enable external users to register to a ServiceNow app through Service Portal. Portal Analyzer Get a summary of all widgets that appear on Service Portal pages. Use this data to better understand widget customizations and page usage. Standard ticket page Give Service Portal users a consistent way to view their submitted requests. You can configure the standard ticket page for different request types. Add Attachments to Form (SP) test step Test the functionality of attaching a file to a Service Portal form widget. Service Portfolio Management Application and technical services are added to support your service portfolios Create dependencies to application and technical services that support your service portfolio. In addition to business-to-business services, you can view and manage application and technical service and offering details on the Service and Service Offering forms Dependency related list. Note: Application services do not have associated offerings. Create offerings as children of technical services. Technical offerings are created in the Service Offering [service_offering] table using technical services created in the Technical Service [cmdb_ci_service_technical] table. Designate technical service offerings as I depend on or Depends on me via form related lists. Outage improvements View a unique Outage Number identifier for your outage records. View the Outage Number column in the Outage table records list and on the Outage form. Note: The Outage Numbering plugin (com.snc.outage_numbering) must be activated to introduce number data. The plugin is automatically activated for all instances and upgrades except those that already have a number prefix column on the Outage table. Refer to the Activate Outage Numbering plugin [KB0823685] article in the HI Knowledge Base or contact ServiceNow Technical Support if the plugin is not active and you want to move to the base system field. When an outage is opened against a service, the system adds all child offerings to the Affected CI related list on the outage form, affecting all child offering availability. An outage record is then created for each offering. A pop-up notifies you that the outage affects all child offerings. The offerings can be removed from the Affected CIs related list if needed. Integration with Common Service Data Model Improve your measurement and evaluation by using services and offering references on multiple ServiceNow® IT Service Management task forms, including: Problem Change ServiceNow® Continual Improvement Management Incident Directly reference a service offering as the target of a problem, change, or incident for consistency with the Common Service Data Model (CSDM). The system filters available offerings based on the service selected. View and define the Service Model reference field added to the Service and Offering forms to integrate with the CSDM. Software Asset Management Use software asset connections to integrate third-party discovery sources Use the ServiceNow platform centralized Identification and reconciliation engine (IRE) to enable integration of third-party discovery data sources with the Software Asset Management application. Use your existing discovery tools, such as Tanium or Application Discovery and Dependency Mapping (ADDM), to populate discovery data into the Configuration Management Database (CMDB) and Software Asset Management tables. Analyze Microsoft Azure AD single sign-on app usage Use the ServiceNow® SaaS License Management application to connect with Microsoft Azure Active Directory (AD). Download a list of all your applications, users, and groups. Track user login data for all connected applications and reclaim unused licenses. Leverage usage data to forecast future licensing needs and cut back on unused licenses at renewal. Manage application rationalization Take meaningful action against redundant software. Use the Overlapping Software dashboard to drive app rationalization by viewing software categories with the highest count and highest spend. Use ServiceNow® Demand Management to create demands to discontinue software, reduce software usage, and migrate users to approved software. Manage Oracle Database licensing on Solaris zones Report license compliance for your Oracle Database running on Solaris zone hard partitions. Hard partitioning reduces your software costs because you only need to license the cores in the local zones and not the number of cores in the physical machine. This feature supports Per Processor and Named User Plus licensing. Manage SAP engine usage and compliance Use the SAP publisher pack to manage and optimize your SAP engine licenses. View engine usage and compliance on the Software Publisher Analytics dashboard for SAP. Get comprehensive visibility into your SAP license compliance and uncover potential savings with support for both engine and named user types licensing. Manage licenses for Microsoft Visual Studio Manage your Visual Studio subscriptions with the Microsoft Publisher Pack. Verify licensing compliance and detect unlicensed installations in your non-production environment by leveraging Visual Studio Suite definitions and Install Conditions. Reduce licensing costs by identifying subscriptions that are allocated but are not being used. Domain separation for Software Asset Management Software Asset Management supports domain separation, enabling service providers to offer Software Asset Management as a service to their users. Users can also leverage domain separation to keep the data and processes separate for their internal and external clients. 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. Subscription Management Per-user subscription allocation User allocation for per-user subscriptions is done automatically based on user roles. Subscription Overview dashboard Monitor your active, expired, and unsubscribed subscriptions with the Subscription Overview dashboard. Domain separation visibility for per-user subscriptions Generate a report for per-user subscriptions to see a breakdown of users for each of your domains. Telecommunications Assurance Workflows Five new workflows to facilitate rapid incident resolution Quickly identify and resolve incidents through workflows that are automatically triggered by network alarms. Related subflows are automatically triggered by selected incident subcategories and provide customizable instructions that enable network agents to more efficiently resolve and close incidents. Identify customers affected by an incident through enhanced impact analysis Identify the impact of network issues on services and customers and create cases directly from the incident to proactively notify affected customers. Create and track the status of work orders to aid incident resolution Create work orders from an incident to assign a field agent and efficiently track the progress of the work order directly in the Incident record when a state change occurs or a work note is added to the work order. 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 offset factor in scheduled jobs Add an optional offset factor to a business calendar used when scheduling a job. Adding an offset factor enables you to schedule the job to run before, or after, the formal time frame defined in the business calendar. Script scheduling by domain Select, filter, sort, and schedule scripts based on their assigned domains. User Experience Analytics Additional roles Assign expanded or limited admin and viewer roles to manage what users can configure or see. The analytics_admin and web_analytics_admin roles allow users to manage all web and mobile applications or only web applications respectively. The analytics_viewer and web_analytics_viewer roles allow users to view web and mobile applications in the Dashboard or only web applications respectively. Vaccination Status Collect vaccination data from your users 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 organization 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 users who are providing their vaccination data to your organization. Use Emergency Outreach to send a privacy consent form to users before they submit their vaccination status. Request and provide information with Virtual Agent conversations for Vaccination Status Enable users to report their vaccination status via SMS. Use the Virtual Agent Vaccine conversation topic to define a dialog between the Virtual Agent chatbot and the user to ask whether the user has been vaccinated, the date that they received the vaccine, and the type of vaccine that they received. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Vaccine Administration Management Create a vaccination program Create vaccination programs to track and manage vaccinations. Leverage predefined vaccine methods and add customized centers and phases. Leverage the Vaccine Administration Management user portal experience Enable users to register for the vaccine program, provide their personal information, schedule vaccination appointments, submit questionnaires, and more, all from within a single, self-service portal. Configure vaccine appointment scheduling Automatically schedule vaccine appointments when users request vaccination through the portal or when using mass booking. Define a schedule for automatic appointment creation, such as only creating appointments on specific days of the week or during specific time frames. Determine whether to enable booking for all doses of the vaccine or to enable booking for only the first dose with subsequent appointments booked after the first dose is administered. Set up vaccine privacy Set up and modify a vaccination privacy policy to meet your organization's requirements. Users must agree to the privacy policy before they can request a vaccination appointment. Provide vaccine assistance with Virtual Agent conversations for Vaccine Administration Management Use Virtual Agent conversations for Vaccine Administration Management to enable users to book vaccine appointments through the chatbot, inform them about their vaccine eligibility, and share other vaccination resources. Get a centralized view of your vaccine program on the vaccine appointment dashboard As a provider admin, use the vaccine administration dashboard to view vaccine appointments by day, week, and month. You can view scheduled, completed, and no-show appointments, as well as filtering appointments by the vaccine center, date, method, and clinician. Vendor Manager Workspace Guided setup for Vendor Manager Workspace Use the Vendor Manager Workspace guided setup to configure indicators, set up the vendor score metric model, and analyze data. Creating improvement initiatives from Vendor Manager Workspace Create an improvement initiative for a vendor to track and manage tasks for improving a service, process, or tasks that are related to vendors. Adding attachments to vendor profiles Add supporting information, such as attachments, to a vendor profile. You can rename, download, or remove attachments after you've added them. Integration with Asset Management Track and analyze assets that are associated with your vendors. 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 Third-Party Risk Score Integration Version 10.1.3: Define multiple scoring services for each of your third-party risk score providers. Scores supplied by third-party provider scores are automatically mapped to the normalized scores and normalized ratings in Vendor Risk Management. 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 Customizable chat menu In chat branding configurations, customize the chat menu (formerly called the Contact support menu) displayed to your end users. The chat menu provides default options for contacting support, but you can modify or delete those options, as well as add your own options, such as links to web pages or FAQs. You can change the menu title and menu items, including the icons for phone, email, and live agent support. You can also set the order of the menu items displayed. Virtual Agent notifications for web and mobile chat client Send notifications directly to users via the Virtual Agent chatbot in the web and mobile chat clients. Requesters can start new bot conversations to respond to notifications or to complete new tasks. Virtual Agent Lite Enable ITSM standard customers to use a new limited version of Virtual Agent. To use Virtual Agent Lite, also install ITSM Virtual Agent Lite, which provides three predefined conversations for common IT support requests. These keyword-based conversations run in the web chat client and also in the Virtual Agent messaging integrations for Slack, Microsoft Teams, Workplace by Facebook, and Facebook Messenger messaging applications. Also, for Microsoft Teams, the topic picker interface buttons are displayed when there are three or less active, published topics available, or a list menu when there are four or more active, published topics available. Custom input and response controls in Virtual Agent Designer Enable ServiceNow developers with advanced scripting skills to create custom input and bot response controls for use in calling topics and topic blocks. For example, developers can create custom components such as sliders or video players. This custom control complements the controls provided in the palette, making it easy for topic authors to use these controls in a low-code, drag-and-drop manner. Applies to the web client only. Seamless integration with NLU Model Builder in Virtual Agent Designer Facilitate NLU topic development by enabling topic authors to iteratively update, train, and test associated ServiceNow® Natural Language Understanding models from within Virtual Agent Designer. Topic authors can bind a conversation topic to an associated NLU model and intent. During topic design, topic authors can view and update intents, including related utterances and label entities, as they would in NLU Model Builder. Debugging conversation flow variables during topic testing Debug a conversation flow by analyzing the variables and associated values in the conversation. During topic testing, topic authors can see a list of the variables and their values in the Test window (formerly called the Preview window). The types of variables listed include: input variables, script variables, ServiceNow®Live Agent variables, and variables passed between a topic and topic block. Multi-language NLU model support in Virtual Agent Designer Bind topics to multiple language-specific NLU models for NLU services supported in Virtual Agent (ServiceNow NLU, IBM Watson Assistant, and Microsoft LUIS). From within Virtual Agent Designer, topic authors can test a topic (with its NLU language model) in other languages. Conversational custom chat integrations framework Build a custom chat integration using a framework that enables access to ServiceNow Virtual Agent capabilities in any conversational interface or channel. The framework consists of scriptable APIs that are invoked via a REST endpoint asynchronously from a third-party chat interface. Some of the key features of this framework include: Security through provider authentication and user authorization Keyword and NLU support for conversations Live Agent and Virtual Agent chat Rich control transformation to render the conversational experience in the customer's chat interface Support for long-running conversations as well real-time messaging Topic authoring support for custom chat channels in Virtual Agent Designer When creating a topic, specify the custom chat channels, such as SMS, in which the topic will be used. During conversation design, built-in guardrails identify the controls that are not suited for the specified channels. Conversational Integration with WhatsApp (powered by Twilio) Enable your users to initiate a WhatsApp chat conversation with a virtual agent by using the Conversational Integration with WhatsApp (powered by Twilio) application. Conversational Integration with LINE Enable your users to initiate a LINE chat conversation with a virtual agent by using the Conversational Integration with LINE application. Vulnerability Response Chief Information Security Officer (CISO) dashboard in Performance Analytics for Vulnerability Response (v 13.0) With version 12.0 of Performance Analytics for Vulnerability Response and version 13.0 of Vulnerability Response, executives can view the following information on the CISO dashboard: Key Performance Metrics (KPIs) for vulnerability remediation Highlights for areas in the business that have the highest risk Recommended actions to lower risk Define Service classification for Performance Analytics reports (v 13.0) With version 12.0 of Performance Analytics for Vulnerability Response and version 13.0 of Vulnerability Response, configure the kinds of service CIs you want to include in the business scorecard reports. Vulnerability Response Integration with the National Vulnerability Database (NVD) (v 13.0) With two integrations in version 1.0 of the Vulnerability Response Integration with NVD, choose if you want to import CVE or CVE and CPE information from the NIST National Vulnerability Database to better understand your vulnerability exposure. The NVD integrations prior to v 13.0 of Vulnerability Response have been deprecated. Security Champion overview (v 13.0) Security champions can quickly gain insight into their organization's vulnerability exposure and security posture on the dashboard by viewing results of scanned applications in Application Vulnerability Response. Reapply CI lookup rules (v 13.0) If you change your CI lookup rules, reapply them on-demand and manually reconcile selected discovered items with your CMDB without having to reimport all the asset data. Reapply the CI matching rules on discovered items with unmatched CI states on-demand. Reapply CI lookup rules on selected discovered items. The following updates occur if the link between a discovered item and a CI is changed after reapplying the lookup rules: Open vulnerability detections are updated. Corresponding VI-CI associations are updated for active VIs. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are reevaluated. Discovered item status is updated accordingly. For example, discovered item status changes from Unmatched to Matched Case sensitivity option for condition builder in forms and records (v 13.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the condition builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules Vulnerability calculators Network partition identifier in IRE rules for Vulnerability Response Integration with Tenable (v 13.0) Version 13.0 of Vulnerability Response includes the CMDB CI Class Models (1.0.21) that include the network partition identifier in the IRE identification rules for the Vulnerability Response Integration with Tenable (v 2.1). Update your existing CIs to include the network partition identifier or create new ones. See Vulnerability Response integrations release notes and Vulnerability Response upgrade information. Veracode Vulnerability Integration (v 13.0) Version 13.0 of Vulnerability Response supports version 2.0 of the Veracode Vulnerability Integration. The following additional fields are imported and mapped to display on the Application Vulnerable Item form: Agile Development Status Vulnerability Summary Vulnerability Explanation Recommendation 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 the IRE to create new CIs in the CMDB for Vulnerability Response when an existing CI cannot be matched with an imported host from third-party vulnerability assessment products. Using IRE helps prevent the creation of duplicate CIs. The CMDB CI Class Models app dependency for this feature is installed automatically with Vulnerability Response and may take some time to install. The Tenable Vulnerability Integration (v 12.1) Starting with version 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. 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. 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. 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 Eliminate manual reporting and streamline the workflow between ServiceNow®Governance, Risk, and Compliance and Vulnerability Response, use the GRC policy exception management capability within the Vulnerability Response application. This feature is available starting with v 10.3 of Vulnerability Response and v 10.1 of Governance, Risk, and Compliance. Obtain better visibility about exceptions raised for vulnerabilities. Request policy exceptions for vulnerable items or vulnerability groups for a specific duration. Route requests through multiple approvals based on risk rating, policy, and control objective associated with an exception. See Allow policy exception requests from other applications for more information. 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. Performance enhancements (v 10.3) New modules in the navigation panel display categories of vulnerable items that include: Critical and High Risk Exploitable Approaching Target Missed Target Within Past 90 Days Older than 90 Days Ungrouped All Quickly view a broad range of vulnerable items to help you prioritize your remediation. New indexes have been added on the vulnerable items table to improve performance.With auto-close stale vulnerable items, you have the option to automatically close older vulnerable items not recently detected by your third party integrations. Set a time period and choose if you want to close VIs by their last-found dates, or by dates when assets were last scanned. Enhanced user and group roles (v 10.3) With pre-defined personas and new granular roles in the Vulnerability Response application, assign tasks, views, and permissions as required by your organization to limit or expand access easily, quickly, and according to your needs. Vulnerable item detections (v 10.0) Import all scanner findings as detections to give you better visibility. Preserving these findings enables you to reconcile the data between the scanner and what you imported into Vulnerability Response. Performance Analytics for Vulnerability Response (v 10.0) View both data trends and certain reports in real time. 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. Automatic updates to VG group state, risk score and rating, 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 to v10.0 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. 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 Version 12.0 of the Qualys Vulnerability Integration With the enhanced rescan functionality, remediation owners, analysts, and managers can initiate scans from the vulnerability group, vulnerable item, third-party entry (TPE), and discovered item records in your Now Platform. As a vulnerability manager, you can schedule rescans in the Qualys product so they are launched only within certain time windows. After the scan completes, view the following Qualys information in your Now Platform: Scan results on vulnerability scan records. Vulnerable items updated by scans. Details about any assets that were not reached during scans. See Vulnerability Response integrations upgrade information for more information about this feature. Version 12.0 of the Rapid7 Vulnerability Integration The Rapid7 Site integration API integration ingests Sites data from Rapid7 Insight VM. This import makes filtering by site for the InsightVM integration easier. Version 2.1 of the Tenable Vulnerability Integration For data imported with the Tenable Vulnerability Integration, Update CIs with the network partition identifier. With the enhanced CI lookup rule, add granularity that gives you more details about the vulnerabilities on the assets across your environment. Identify the assets across your environment that have the same IP addresses. Create new CIs or update existing CIs for assets with unique network partition identifiers. CMDB CI Class Models include the Network Partition Identifier in the IRE identification rules. Update your existing CIs with by running a scheduled job on-demand or wait for the next scheduled job to create new CIs. See Vulnerability Response integrations upgrade information for more information about the requirements for this feature. Version 2.0 of the Veracode Vulnerability Integration Additional fields as SDLC Status, Vulnerability Summary, Vulnerability Explanation, and Recommendation, imported and mapped to display on the Application Vulnerable Item form. Vulnerability Response Integration with the National Vulnerability Database (NVD) (v 13.0) With two integrations in version 1.0 of the Vulnerability Response Integration with NVD, choose if you want to import CVE or CVE and CPE information from the NIST National Vulnerability Database to better understand your vulnerability exposure.The NVD integrations in Vulnerability Response prior to v13.0 have been deprecated. 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.scscan request via a MID Server, an error message is displayed if the API request takes longer than 30 seconds. See KB0862613 in the HI Knowledge Base to reset the default time out limit.If you have been importing data with the Tenable-built integration, and you want to start using the ServiceNow® Vulnerability Response Integration with Tenable, see the Required data cleanup for migrating from the Tenable Vulnerability Response integration to the ServiceNow Vulnerability Response Integration with Tenable [KB0863702] article for clearing existing vulnerability data in your instance. 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 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. Web services GraphQL support Create a custom GraphQL API to query record data from a component or a third-party system. For example, you can create a component that displays the cases associated with an SLA. You can use the Now® Experience UI Framework to develop the component you need, and access case data from the platform by creating a GraphQL schema that defines data in the Case table. HEAD HTTP method support Use HEAD methods in place of GET methods to return a response without a response body. Workforce Optimization for ITSM Roles added to Workforce Optimization for ITSM Use the new roles added to Workforce Optimization for ITSM to monitor your teams' performance, manage queues, schedule, coach, and train your agents. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Scheduling As a manager, provide dedicated coverage by planning and managing shifts, schedules, and time-off requests for your team from a single location. As an agent, manage your own schedule by swapping shifts with your peers or making time-off requests. Teams Use the Teams application to do the following: Organize your teams into assignment groups, add Key Performance Indicators (KPIs) to measure the groups within that team, and monitor team performance from a single location. Associate a user with a KPI group as their primary assignment group. Assign additional managers to that group to provide visibility into your teams. Drill down into the data and analyze performance across teams, incidents, or an agent. Predictive intelligence for coaching and training Gain visibility into how your teams are performing in real time. You can use skill recommendations and continual coaching cycles to enhance your agents' skills. Coaching Use the Coaching application to do the following: Identify coaching opportunities from critical points in the process that need improvement. Automatically generate assessments to measure the quality of completed tasks. Use surveys to apply consistent, measurable scores that highlight exceptional moments of service or areas that need attention. Channel Management Use channels to route work to specific queues. You can review the real-time performance of your team members as they actively work on tasks across channels. Integration of Cloud Call Center with Workforce Optimization for ITSM Use Cloud Call Center to integrate inbound and outbound telephone calls with the Channels applications with Workforce Optimization for ITSM. Domain Separation Separate data, processes, and tasks into logical groupings in Workforce Optimization for ITSM with domain separation. You can then control aspects in each domain, including which users can see and access the data. Workplace Calendar Synchronization Synchronize reservations Enable employees to make a reservation for a workplace item using either the Workplace Reservation Management application or the calendar service. The reservations are synchronized and updated in both the application and the calendar service. Create a connection for synchronization Set up a connection with your calendar service to synchronize reservations. Configure calendar providers Add a calendar service that you want to synchronize with the reservations. Add workplace items to be synchronized Configure workplace items that must be synchronized with the calendar provider whenever an employee makes a reservation. View and manage synchronizations Monitor the events, calendar items, and synchronization deltas that are created in the application during synchronization. Workplace Case Management Create a workplace service Enable employees to submit workplace service requests using the Workplace Service Portal. Configure record producers in order to make those services available to users. Pre-define how to fulfill a workplace case Configure how to fulfill a workplace service request when it is submitted. Based on your configurations, you can fulfill requests either manually, with an existing flow, or with a defined set of activities. Add fulfillment instructions Add instructions to fulfill a complicated workplace case. Fulfillment instructions help workplace agents to efficiently resolve a case. Configure record producers Make a workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Service Portal. Submit a general workplace service request Request workplace help for issues that are not covered by automated workflows. Use the Workplace Service Portal to submit requests. Use virtual agent chat support to submit a help request and to know the status of your workplace service request at any time. Escalate workplace cases Configure an escalation rule to automatically assign workplace cases to relevant assignment group. Workplace PPE Inventory Management Submit and fulfill requests for PPE Use Service Catalog to request PPE to use at your workplace. View PPE requests, and use the stockroom quantity to assign items to users. Track PPE availability across locations Create stockrooms and add stock to monitor how much inventory is available in different locations. Reduce stock for a PPE model to reflect accurate inventory at different locations. Automatically resupply stockrooms Maintain adequate PPE inventory by setting up automatic stockroom transfers. If one stockroom's inventory falls below a defined threshold, another stockroom's PPE items can be transferred to resupply the low-quantity stockroom. Record the types of PPE in your inventory Use or create models to record the types of PPE in your inventory. The Workplace PPE Inventory Management application has ready-to-use models for different PPE types, but you can also add your own. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Workplace Reservation Management Make a reservation using the Reservation Portal Use the reservation portal to make a reservation for any workplace item. You can reserve any reservable workplace item for yourself or for others. Filter and sort the available workplace items based on their capacity and their standard services. View your reservations and modify them if needed. Configure a reservable module Group similar workplace items in a single module. A reservable module is displayed to employees as a single category which contains similar workplace items. Configure approval options and other conditions on the module. Modify or cancel a reservation Make any changes to your reservation. Cancel a reservation if it is no longer required. Approve a reservation As a manager, approve or reject reservations that require manager approval before they are confirmed. Workplace Safety Management Manage workplace tasks Schedule and monitor workplace activities that are scheduled for each shift. Create scheduled or on-demand maintenance tasks with checklists to ensure consistency, and generate reports to track the progress of these activities. Workplace managers can also sign a generated PDF for completed tasks, which creates useful tracking for compliance procedures. Configure shifts and workspace areas Efficiently plan and manage spaces at your workplace by creating shift schedules. Then, assign users 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 users 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 users in the countries where you are starting to return to the office. Request and reserve a workspace reservation As a user, 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 users when their requests have been approved or denied. Reserve available workspaces for your users to determine physical distancing measures when they return to the workplace or automatically generate workspace reservations in bulk for all users assigned to a shift for a single day or multiple days. Users 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 users 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, 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 a user or create a workplace maintenance task directly from the Service Portal page. Manage workplace shifts that you own Review the workplace shifts that you own in Workplace Safety Management and update the shift details if necessary. Monitor the reservations and requests made for the workspaces associated with these shifts. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. 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 your query and make requests. Make reservations, view your requests, register visitors and submit any enquiry. 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 Service Delivery Space Mapping Workplace Service Delivery 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. Workspace Domain Separation for Workspace Create a record in a specific domain, change the domain of a record, and temporarily toggle the domain of another record using domain separation for Workspace. The fields, UI policies, and business rules specific to the domain are applied. Interact with business workflows in real time with Playbook View and interact with a business workflow in real time within Workspace. Agents can update records, upload attachments, and complete tasks across multiple workflow activities directly in-line. Configure a playbook user experience Control all aspects of the playbook user experience including how it displays and filters activities, access controls, and SLA integration. Playbook actions Customize the ways that users interact with a workflow in playbook. Set up conditions that add buttons and drop-down items to playbooks that run scripts, open records, or display custom components. Agent Whisper Assist agents as a supervisor through public chats with customers or private chats between agents and supervisors that cannot be seen by customers. Downloadable chat transcript Customers can download the chat transcript from the web chat client at the end of the chat session. Messaging Actions module Create messaging actions based on the last message received and the length of time that has elapsed between messages. Asynchronous messaging Provide an agent interface for customer-initiated conversations if a customer contact originates from multiple sources. Asynchronous messaging helps handle conversations that are addressed over a long period of time. eBonding for Telecommunications eBonding for Telecommunications Providers Author and publish catalogs of services that your enterprise customers can request from their own ServiceNow instance). Rapidly establish integration between your ServiceNow instance and the ServiceNow instance of your enterprise customer. Fulfill service requests on your own ServiceNow instance that are generated from your enterprise customer's ServiceNow instance. eBonding for Telecommunications Customers Use your IT Service Catalog to submit service requests to your CSP from your own ServiceNow instance. Monitor the status of your service requests from your own ServiceNow instance.
New features and products in Paris Cumulative release notes summary on new Paris features and products. New products were introduced in Paris, and additional features were added to existing ServiceNow products. Application or feature Details API Table 1. New scoped classes and additional methods to existing scoped classes Class Methods CatItem getInvalidDelegatedUsers() isDelegationAllowed() FlowAPI getOutputs() getRunner() hasApprovals() FlowScriptAPI getContextID() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngine identifyCIEnhanced() JSONStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endArray() endObject() getAttachmentId() getJSONString() startArray() startArrayField() startObject() writeBoolean() writeBooleanField() writeFieldName() writeNull() writeNullField() writeNumberField() writeRaw() writeString() writeStringField() JSONStreamingBuilder build() expiresAt() JSONStreamingBuilder() withAttachment() ScriptableFlowRunner action() addInput() datastream() flow() inBackground() inDomain() inForeground() quick() run() subflow() timeout() withConnectionAliasOverride() withInputs() ScriptableFlowRunnerResult debug() getContextId() getDataStream() getDate() getDomainId() getFlowObjectName() getFlowObjectType() getOutputs() XMLStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endDocument() endElement() getXMLString() startDocument() startElement() writeArray() writeAttribute() writeAttributes() writeCData() writeCDataElement() writeCharacters() writeComment() writeDtd() writeNamespace() writeNamespaces() writeTextElement() XMLStreamingBuilder build() expiresAt() withAttachment() XMLStreamingBuilder() Table 2. New global classes and additional methods to existing global classes Class Methods ClassificationSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClassificationSolutionStore add() deleteObject() get() getAllNames() update() ClassificationSolutionVersion getPredictionPerformance() getPredictionSettings() getProperties() getStatus() getTrainingStatistics() getVersionNumber() predict() setPredictionSettings() ClusteringSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClusteringSolutionStore add() deleteObject() get() getAllNames() update() ClusteringSolutionVersion cancelUpdateJob() deleteClusterAssignments() getClusterAssignments() getClusterInfo() getProperties() getStatus() getUpdateStatus() getVersionNumber() predict() submitUpdateJob() DatasetDefinition getEligibleFields() Encoder cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() EncoderStore add() deleteObject() get() getAllNames() update() EncoderVersion getProperties() getSentenceVectors() getSimilarWords() getStatus() getVersionNumber() getWordVectors() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngineScriptableApi identifyCIEnhanced() PredictabilityEstimate cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() PredictabilityEstimateStore add() deleteObject() get() getAllNames() update() PredictabilityEstimateVersion getProperties() getResults() getStatus() getVersionNumber() RegressionSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() RegressionSolutionStore add() deleteObject() get() getAllNames() update() RegressionSolutionVersion getProperties() getStatus() getVersionNumber() predict() SimilaritySolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() SimilaritySolutionStore add() deleteObject() get() getAllNames() update() SimilaritySolutionVersion getProperties() getStatus() getVersionNumber() predict() Table 3. New REST APIs and additional endpoints to existing REST APIs Class Methods ActivitySubscriptions GET /now/actsub/facets/{activity_context}/{context_instance} Application Service GET /now/cmdb/csdm/app_service/find_service POST /now/cmdb/csdm/app_service/register_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/populate_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/service_details Batch API POST /now/batch Case API GET /sn_customerservice/case/field_values/{field_name} GET /sn_customerservice/case/{id}/activities GET /sn_customerservice/case/{id}/field_values/{field_name} Note: In previous releases this API was called the Customer Service Management API. Customer Central API GET /cust_central/custinfo/{context}/{context_instance}/{target} CSM Attachment DELETE /now/attachment_csm/{sys_id} GET /now/attachment_csm GET /now/attachment_csm/{sys_id} GET /now/attachment_csm/{sys_id}/file POST /now/attachment_csm/file POST /now/attachment_csm/upload Identification and Reconciliation API POST /now/identifyreconcile/enhanced POST /now/identifyreconcile/queryEnhanced MetricBase Time Series API POST /now/clotho/transform SAM-Software Usage Data Integration POST /now/sam_software_usage_integration/createOrUpdate Service Catalog GET /sn_sc/servicecatalog/items/{item_sys_id}/delegation/{user_sys_id} POST /sn_sc/servicecatalog/items/{item_sys_id}/get_invalid_delegated_users Response Templates API POST /api/sn_templated_snip/response_templates/get_templates Advanced Risk Integrate Project Portfolio Management with advanced risk assessment Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Administration > Properties. 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 the 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 in 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. 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 template Version 9.0: Automate how you add approvers, issues, and owners to a risk event by 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 for banking and financial domains. Enabling Basel categorization helps you to 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 by using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.manager 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 is shared between organizations serves as an external market alert for users to understand market risks. 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. You can view the risk tolerance status in the aggregated risk report and 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. Adding risk event cause and consequence (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 your users make decisions about risk analysis, risk prediction, and prevention of risks. Selecting currency while reporting risk events (Version 9.0): Select the currency when you report risk events. Relating risk events to risk and relating 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 assessments and is also useful for accurate reporting and preventing the creation of orphan risks. Classifying rapid recovery (Version 9.0): Define rapid recovery in your risk events. Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that is generally made in five days. You can modify the default number of days for rapid recovery classification. Classifying near miss events automatically (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. Classifying gain events (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. By tracking these events, you can understand which controls are effective or which risk becomes an opportunity. Advanced Work Assignment AWA Monitoring page Monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page. This page includes performance statistics, channel summaries, and channel breakdowns. Agent Client Collector Health Dashboard The Agent Health Dashboard provides a visual overview of the status of agents in your system. Incorporate the Agent Client Collector into a custom base image for mass deployment Deploy the ACC on a virtual machine when deploying a large number of agents. Run checks and policies to monitor your infrastructure Run checks and policies to collect data on your company's infrastructure. Include the CIs you want to monitor in the policy. The data is transformed into events, metrics, or both, and is sent to your ServiceNow instance through a MID Server. Create a customized check Create a customized check based on the type of entity you are monitoring such as a server or application. Determine when you want the check to run. MID Server authentication The API Key authentication type is available as an alternative to basic authentication when configuring the MID Server with the Agent Client Collector. MID web server uses the MID Server's default certificate When no custom certificate is installed on the MID Server, its default certificate is used. 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. Scrum program planning enhancements Go to the program planning board directly after you create or update a scrum program without having to select different modules. You can do so using the Scrum Program Board related link on the program form. Edit the scrum program information from the program planning board by using the edit program icon () to open your program form. Edit your team's information from the program planning board by clicking your team name to open the team form. Add sprints to your scrum teams from the program planning board, without having to navigate through another module. For details, see Add sprints from the program planning board. Plan your scrum programs with stories that do not belong to an epic by using the Stories without epic backlog filter. View the number of unassigned stories for each epic, with the list of epics, for the selected backlog in the epic backlog pane. Unplan a story from the scrum program by dragging a story card from the planning board back into the epic backlog pane and dropping it. Story management enhancements for Agile Development 2.0 Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. If your scrum story is too large, you can convert it into an epic, and then break it down into multiple stories. You don't have to delete the existing story and create an epic. Use the Convert to Epic related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Agile Development 2.0 After upgrades and deployments of new applications or integrations, run quick start tests to verify that Agile Development 2.0 still works. If you customized Agile Development 2.0, copy the quick start tests and configure them for your customizations. Analytics and Reporting Solution Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. 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. Hardware Asset Management dashboard Get a holistic view of your hardware assets through the entire asset life cycle. Get insights into asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Predictive Intelligence for Incidents dashboard Monitor and demonstrate the strategic, operational, and automation value of Predictive Intelligence solutions with the Predictive Intelligence for Incidents dashboard. This classic UI dashboard provides operational and predictive KPIs that show the value of the machining learning solutions you implement. Offering Activity metric for Service Owner Workspace View the modified Offering Activity metric to which includes awareness of multiple catalog items connected to an offering. The Offering Activity metric reflects the per-day sum of fulfilled requests created from all related catalog items. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Escalations Overview Reports The Escalations Overview reports provide count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports The My Groups Overview reports provides count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Application Management Opt-in to or Opt-out of the products on ServiceNow Store from your instance Opt-in to the required product available on ServiceNow Store by navigating to the ServiceNow Products module. After opting in, you can access details of the applications that are part of the product, in the Licensed and Not Licensed tabs. If the application is already available (that is, installed or available for update) in your ServiceNow instance, click Manage Application to navigate to the application page and install, uninstall, or repair the application. If the application isn't available in your ServiceNow instance, click View Detail to navigate to the application listing page, view the application details and dependencies, and navigate to ServiceNow Store. You can also Opt-out of the required product.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Opt-in to the product family from your instance Navigate to the ServiceNow Products module and click Product Family Opt-in to opt in to all products in the family.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Access unpurchased and recommended applications on ServiceNow Store Access the list of unpurchased ServiceNow Store applications, view recommended applications, and view details of the required application without navigating to the ServiceNow Store. Entitle an application from your ServiceNow instance Manage application entitlement from your ServiceNow instance. After purchasing the application on ServiceNow Store, the application is displayed in your ServiceNow instance with the indicator as Instance not entitled. After providing entitlement to your instance, you can install the application if it is compatible with the version of ServiceNow instance. Entitle a product from your ServiceNow instance Manage product entitlement from your ServiceNow instance. After purchasing the product on ServiceNow Store and opting in, the product is displayed in your ServiceNow instance with the indicator as Product not entitled.Note: A product is displayed in the instance only if it is licensed. Only after providing entitlement to your instance, you can install the product if it is compatible with the version of ServiceNow instance. Repair a ServiceNow application Repair a ServiceNow application by reinstalling it. The application and its dependencies are reinstalled. Access information about the dependent applications during uninstallation Access information about the dependent applications when a user attempts to uninstall an application. The Uninstall option for an application is enabled only when all its dependent applications are uninstalled. This ensures that the functionality of the dependent applications isn't affected.When user attempts to uninstall an application, the following information is displayed in the pop-up window: List of dependent applications. List of in-development applications. Tables and records in the required application. Option to retain the application tables and data.Note: If one of the dependent applications is uninstalled after retaining the tables and data, the Uninstalled applications with retained tables list is also displayed. In this case, the Retain tables and data check box is selected by default and can't be cleared. Prompt messages to map application to subscription Track entitlements accurately by mapping the ServiceNow Store application or custom application to a subscription. Prompt message is displayed: When user navigates to the All or My Company Applications module under System Applications. The message is displayed only if there are applications that aren't mapped to subscriptions. When a user installs an application. When an application is successfully installed, in the confirmation pop-up window. Click Go to Subscription Management to map the installed application to a subscription. In the application tile of an installed ServiceNow Store application. Click Go to Subscription Management in the more actions icon () of the application tile to map the installed application to a subscription.Note: The Go to Subscription Management button isn't displayed in the application tile of custom applications, that is applications in the My Company Applications module. Application Portfolio Management Business Application Lifecycle Management services as catalog items Use Business Application Lifecycle Management Services in a similar way to requesting a service catalog item. Use the service catalog category of Business Application Lifecycle Management services as follows: Request to on-board a new business application into Application Portfolio Management (APM).This service is also enhanced with Predictive Intelligence, providing a machine-learning solution that empowers the service by suggesting a suitable category for the application when it is on-boarded. Request a review with the IT architecture review board. Retire a business application in APM. Using the service catalog Business Application Lifecycle Management services helps an IT organization to standardize its delivery services for the business application users. Each service generates a flow that tracks the follow-up actions once the requests are approved. The flow designer automates approvals, tasks, email notifications, and updates the business application record in the record table. The service also helps in proper decommissioning of the application. Multi-tier indicators as a data source for application indicators Generate application scores using a hierarchy of indicators to evaluate a business application by adding a set of indicators as the data source for another indicator. Multi-tier indicators provide information about the various dimensions of cost that helps in evaluating the value of the business application. Application Backlog view in TPM Select the Application Backlog view in the Technology Portfolio Management timeline to view the centralized backlog of records. These records can be epics, stories, enhancements, projects, or demands that impact your business application. This view facilitates prioritizing and sequencing of different task type records in one location, saving you from having to laboriously sort and filter them. APM reports using CMDB query builder Use the CMDB query builder to build complex queries that spans across multiple CMDB CI classes, APM tables, and configuration items that are associated by different relationships. You can run a scheduled job on demand that fetches the results of your query across CMDB classes, configuration items, and tables to generate APM reports. Predictive Intelligence for Application Portfolio Management Configure and train the machine-learning algorithm to make predictions based on your past record data that can help suggest a category for the new business application that is on-boarded into the APM inventory. The solution definition for Predictive Intelligence comes with a plugin that is added along with the APM plugin. You can also set a training frequency for your machine-learning solution to collect and compare existing records with new records. Capability-based planning UI enhancements Expand each level of business capability in the capability map to view its sub-capabilities and their CI scores. For a capability that is at the leaf node, you can click the Score, People, Process, and Technology links to navigate directly to the CI Scores form and the Indicator Scores form to view the scores for People, Process, and Technology indicators. These links save you from having to navigate to the forms from the application navigator. 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 Field validation for a String metric Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Reference qualifier for a Reference metric Build conditions for a Reference metric type to filter the reference records. Use the Condition field for a metric to implement this functionality. This functionality is applicable in the Now Platform, Survey Designer, Service Portal, and Virtual Agent. Association between a survey and Virtual Agent chat After a survey is submitted in a Virtual Agent conversation, the created survey instance displays a trigger ID. This trigger ID is the associated interaction ID created in the Virtual Agent chat. Asset Management Create and look up assets on mobile Use the ServiceNow® Agent Mobile app to create an asset record by scanning the asset serial number or asset tag. You can also search for an existing asset record in your ServiceNow instance by scanning the asset. 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, walk-throughs, 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 Audit Management still works. If you customized Audit Management, copy the quick start tests and configure them for your customizations. Authentication Enable self-registration to allow external user access to ServiceNow custom applications Centralize and streamline the self-registration process to make it easier to on-board a large group of external users to a custom application. Self-registration contains many configurable security requirements, offers base system Flow Designer flows, and integrates with Service Portal for a refined user experience. Support OpenID Connect (OIDC) as a Single Sign-On (SSO) Identity Provider Offer a modern and intuitive SSO experience to employees and end-users and improve the on-boarding experience for mobile applications by enabling users to log in to ServiceNow applications using their social identity provider. Support executing an OAuth script from a MID server Add a customized OAuth script to run from a MID Server when you connect to a third-party OAuth provider. Automated Test Framework (ATF) Add Attachments to Form (SP) Test the functionality of attaching a file to a ServiceNow® Service Portal form widget. Custom UI component version and order View additional information about a component by selecting it from the step custom component list. Benchmarks Guided setup for Benchmarks Opt in to Benchmarks on your ServiceNow® Benchmarks application using the guided setup. The Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as a comparative insight into the industry averages of your peers. Business Continuity Management Business Impact Analysis Assess the business critical processes of your organization and estimate the consequential impact on your business revenue, reputation, workforce disruption, and legal issues in a possible business disruptive situation. This business impact analysis helps you to gather necessary information and develop recovery strategies and plans. Business Continuity Planning Make plans to identify your business assets, loss scenarios, recovery tasks, and recovery teams. Assign roles and responsibilities to your recovery team members. Lay down documentation to implement the plan and make it available for the team at an accessible location in a crisis situation. Establish recovery strategies for your critical assets and their dependencies. Ascertain the recovery tier and recovery time objective of every asset. Business Continuity Planning feature takes you step-by-step to formulate your plan and make it viable and executable. Exercise Management Validate the business continuity plan that you developed by continuous testing and thereafter improve the effectiveness of the plan and usability during a simulated and an actual crisis. Crisis Management Apply BCM in a crisis. It helps you to focus on the direction of action and apply the right strategy to mitigate the negative impact of a disruption to the business system. 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 user and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Change Management Change success score View a team's past performance in delivering change to help make informed decisions about the approval and assignments for that change team. The score can also be used to evaluate the likelihood of the team's future success. This capability uses Performance Analytics to analyze past performance data to determine the score. View a group's change success history by clicking the Change Success score icon, which is available in all change forms for Assignment groups.Note: The Change success score feature is installed after you activate the Change Management - Change Success Score plugin, which is available with the ITSM Professional subscription only. Contact your account manager for more information. Change Management integration with Hardware Asset Management Enable real-time updates on asset records directly from a change. When the work order is completed for a deployment, update, or retirement of an asset, the CI or asset is automatically updated. This feature is available only after you activate the Hardware Asset Management plugin. Scheduling Assistant enhancement Review an improved message displayed when the scheduling assistant is unable to identify the next availability. It provides more information on why an availability cannot be found and suggests a duration that will yield availability if the schedule is for a longer duration. Enable or disable scheduling conflict messages Use the Enable/Disable Scheduling conflict message menu option to show or hide the scheduling conflict messages. This UI option is made available when the change.conflict.show_conflict_message property is set to User preference. New property to show or hide conflict messages Use the change.conflict.show_conflict_message property to show or hide the scheduling conflict message for a change request. You can choose one of the following options to configure the display of the conflict message: User Preference Always Never New properties added to trigger events for the change request state workflow Enable and use the com.snc.change_request.event.state_updated.enabled property to generate an sn_change.state.updated event when the state of a Change request is updated. By default, this property is disabled. Enter the state values that you want to consider in the com.snc.change_request.event.state_updated.states property to generate the sn_change.state.updated event. If no value is entered, the event is generated for all state changes. New conflict property to consolidate conflicts Use the change.conflict.consolidated_conflicts property to generate a consolidated list of conflicts for your change request. Conflicts will be registered only for each unique combination of the conflict type and schedule or the conflict type and the conflicting change request number. Change Management REST API enhancement Field level encryption support. Use the new encrypted_fields parameter for field level encryption support. Reference fields and Choice fields will accept display values and values interchangeably. The code logic will determine whether the value passed is a value or a display value and behaves accordingly. Cloud Insights 1.3 Government cloud service accounts are supported You can add AWS and Microsoft Azure government cloud service accounts to your Cloud Insights setup. Cloud Provisioning and Governance Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. Coaching Guided setup for Coaching Configure and set up coaching opportunities to define a critical moment in the process in the Coaching application by using a guided, sequential walk-through. Common Service Data Model Access the CSDM by using the CSDM navigation pane The CSDM includes a navigation pane used to access the CSDM domains and their components. You can select the component that you want to use from this navigation pane. For example, select Application Services in the Design Technical Services domain to create and populate your application services. When you select this component, you use a work flow to create the application service and choose the population method. You can also set a relationship between the application services and the components of other CSDM domains. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. Communities Pull model for activity feed Use the pull model to improve the overall performance of your activity feed. Activities are pushed faster to active streams. If a stream hasn't been accessed in a while by community members, activities are not pushed to it. You can configure a time period when a stream is considered as inactive. The default value for inactive streams is 30 days.Note: By using the pull model, your inactive users will experience some delay in activities being pushed when they access the activity feed for the first time. Configuration Compliance Remediation status metrics (v 12.0) View the status metrics in Configuration Compliance from the test result, test, and policy records. Focus your remediation efforts for the assets with your policies, test result groups, and policies that are out of compliance. View the number of active (open) test results and the percentage of test results currently in remediation or deferral to help you efficiently manage your remediation tasks (test result groups). View policies that show the percentage of your assets that are out of compliance with that policy. Data displayed on Remediation tabs for the test result, test, and policy records are updated daily by a scheduled job. Click the Update Status Related link to refresh remediation status metrics on-demand from the test result, test, and policy records. Enhanced change management for Configuration Compliance (v 12.0) Create change requests directly from test result groups with ServiceNow® Change Management for Configuration Compliance. Create pre-populated change requests of varying types (emergency, standard, or normal) to expedite your remediation of non-compliant software in your environment. Use change requests to help you prioritize, track, and remediate test results that require additional resources or time to remediate. Associate test result groups to existing change requests. Split large test result groups into smaller groups to help you identify test results for deferral or regroup test results and configuration items that require additional resources. When enabled, state synchronization resolves test result groups automatically after change requests are implemented. Reapply CI matching rules (v 12.0) As an administrator, you may have to edit or update a lookup rule for multiple reasons. If you change your lookup rules, reapply them on-demand and manually reconcile selected discovered items with the CMDB without having to reimport all the asset data. On-demand CMDB reconciliation on discovered items The corresponding test result-CI association is updated for active test results. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are re-evaluated. Discovered item status is updated accordingly, for example, discovered item status changes from Unmatched to Matched. Case sensitivity option for the condition builder (v 12.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the Conditions builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules CI lookup rules Calculators 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) v 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 application dependency for this feature is automatically installed with v12.1 of Vulnerability Response. The installation may take some time. Exception management for Configuration Compliance (v 11.1) 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 10.3) 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 using the reapply feature to better understand your scoring models and ensure accurate results. Configuration Management Database (CMDB) Multisource CMDB Enable Multisource CMDB to retain the history of all updates to attribute values from all discovery sources. When multiple discovery sources attempt to update the same CI (Configuration Item) attribute, CMDB uses reconciliation rules to select the discovery source whose value updates the CI attribute. Multisource CMDB retains details about the discovery source that was used for an update, and also about all the other discovery sources that were rejected for that update. Without Multisource CMDB, data on rejected updates is discarded. This includes details about the discovery sources of lower priority along with their suggested attribute values. Using Multisource CMDB you can: Control CI updates at the discovery source and CI attribute level. Visualize the source of attribute values, for each discovery source and at the attribute level. Drive operational insights from Multisource CMDB data. Modify reconciliation rules and then recompute and update CMDB data to reflect the updated reconciliation rules. Revert CMDB data integration from a specific discovery source, if for example, you realize that the discovery source is not reliable. You can recompute CI attribute values, while excluding the discovery source that you want to ignore. Improve data management and data quality by querying on Multisource CMDB data. Use the Multisource Report Builder to find, for example: All the discovery sources populating data in your CMDB. Differences in attribute values across discovery sources, and differences in attribute values of discovery sources compared to CMDB data. CIs not reported by any discovery source. You can limit the report results to only those CIs that belong to a specific application service, technical service, or CMDB group. CSDM-based workflow for creating application services Use a wizard-like tool that guides you through all the necessary configuration steps for creating and populating an application service, following CSDM workflow. Using this tool, you can configure an application service with the following CMDB-based service population methods: Dynamic CI Group: The Dynamic CI group service population method is based on a CMDB group. Manual: The manual service population method is based on selecting a CI for the application service. To use application services effectively, ensure that they are fully configured and are populated. You can monitor the health state of application services in the Application Services Dashboard, which shows details about incomplete application services. Edit the application services that are missing service population methods or other important details, as indicated on the Application Service Dashboard. CMDB query support for application services Query on application services using a CMDB query in the CMDB Query Builder: Query on application services in the context of non-CMDB tables. For example, query on the incidents or changes for CIs of a particular application service. Query on patterns between an application service and other nodes in the query. Include all CIs within an application service in a CMDB query, not just the application service CI. Add multiple non-CMDB tables to a single CMDB query, including to a query which contains an application service. For example, you can query on both incidents and changes associated with a particular application service, in the same query. Filters in reconciliation rules view Filter reconciliation rules in the Reconciliation Rules page in the CI Class Manager. You can filter by attributes to easily find out which reconciliation rules are for a specific attribute. You can also filter by discovery source to find which reconciliation rules exist for a specific discovery source. IntegrationHub ETL store app Use the IntegrationHub ETL store app to create and 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. CSDM and the CMDB Data Foundations Dashboards store app Use the CSDM and CMDB Data Foundations Dashboards store app to gain insights into key foundational indicators of the Common Service Data Model (CSDM) and CMDB. These dashboards provide visibility into potential risks in the implementation and include recommendations to mitigate those risks. Follow the recommendations to ensure that CSDM and CMDB are properly configured for optimal usage. 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. Connections and Credentials Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Extended scope protection and support Classify certain types of Connections and Credentials records as belonging to a scope, and extend scope protections to them. Extending scope protection policies to these records prevents interactions with records that are private to another scope. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. Contact Tracing Track user daily contact logs Send users 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 users 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 a person 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 people. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those people. Create requirements that restrict return to work eligibility to people that have not been potentially exposed and are not being actively investigated in a contact tracing case. Manage user badge data and Wi-Fi access logs Manage data for user badges and badge readers to track and control user access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected user has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed users who might have come into contact with affected users. 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 users who used the same Wi-Fi network as the affected user. 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 users 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, user 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 users to request a list of co-workers with whom they interacted on a given day. Add wearable or handheld computing devices assigned to users Add wearable devices such as Bluetooth LE-enabled devices that are assigned to users to enable them to connect to the Wi-Fi network in your workplaces. Also map handheld computing devices that are assigned to users 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 users to notify them of a potential exposure from an affected user. Assess the health of potentially exposed contacts with Virtual Agent conversations for Contact Tracing Using SMS outreach, ask potentially exposed contacts questions based on the Exposure Case Task Survey and use the responses to assess the health of a potentially exposed contact. Configure the Exposure Case Task Survey outreach to be sent automatically or manually while working on a case task. If survey recipients agree to the organization's privacy consent policy, they can reply to the survey via SMS. Collect and import risk scores with Devvio integration Identify at-risk and potentially exposed users by importing and monitoring risk scores from user wearable devices and external systems. Integrate Contact Tracing with the DevvTrace platform to collect user risk scores based on interactions at the workplace. Use domain separation with Contact Tracing Use domain separation with Contact Tracing to separate data, processes, and administrative tasks into logical groupings called domains. Control several aspects of this separation, including which users can see and access data. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Contextual Search Contextual Search properties for search results widget The following two contextual search properties have been added: Collapse the search results widget when creating a new record in a form(com.snc.contextual_search.widget.form.open_collapsed_new_records): Controls whether the search results are expanded or collapsed when you create a new record. Auto expand the search results widget when search field updates in a form(com.snc.contextual_search.widget.form.expand_on_search_field_update): Controls whether to auto-expand and run the search when you update the search field. Continual Improvement Management Guided setup for Continual Improvement Management Get your Continual Improvement Management up and running using a guided, sequential walk-through of the setup. Associating a service offering with an improvement initiative Associate a service offering with an improvement initiative using the Service Offering field on the Improvement Initiative form. Integration of Continual Improvement Management with Process Optimization Use Process Optimization throughout the entire Continual Improvement Management life cycle to proactively assess the as-is process to find new improvement opportunities. Navigate to the Process Optimization workbench from the Continual Improvement Management workbench to analyze the process data and uncover new tasks or missing steps to help improve the process. You can also create a new process optimization model for additional analysis. Pre-built process optimization definitions and models Find the predefined process optimization content pack for ServiceNow®ITSM processes available in the ServiceNow® Store. You can use the available process definitions by navigating to Process Mining > All Projects to optimize processes related to Incident, Problem, Change, and Request. Process Optimization related list Find or associate new Process Optimization process models using the Process Optimization related list available on the Improvement Initiative form. 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. 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. Playbooks for Customer Service Management Use playbooks to automate complex customer service processes that span multiple teams and systems, and easily manage the life cycle of a specific case type. Playbooks provide step-by-step guidance for managing and resolving different case types. Case playbook for onboarding Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion. Case playbook for complaints Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer. Case playbook for product support Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues. Auto-Responder recommendations for case deflections Deflect cases by automatically sending relevant content to a customer after a customer contact or a consumer creates a case. Integration with Adobe Experience Manager Deliver a pre-integrated web experience for external customers by extending Knowledge Management and Case Management capabilities through ServiceNow components in Adobe Experience Manager (AEM). Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Industry data model Expands the Customer Service data model, including the install base model, to provide the flexibility and security needed to support industry verticals and to model households and business locations and their relationships. It provides support for: Organizations with internal and external business locations and users Households and household members Customer central Provide efficient and supportive service to your customers by accessing all customer information and activity in a single, centralized view on ServiceNow®Agent Workspace. Integration with Service Portfolio Management Give your customers better visibility into the services, service commitments, and service availability of their install base by connecting sold products and service offerings. Product model and catalog items relationships Enable your customers to request services on products by creating relationships between product models and catalog items. Guided decisions Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. Trending case topics Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Messaging Engage customers in the messaging channel of their choice, for example, Email or SMS. Outsourced Customer Service Manage outsourced customer service providers on a single platform. Agents belonging to these organizations can fulfill the cases just as the company’s fulfiller would. Outsourced Customer Service dashboard The Outsourced Customer Service dashboard enables the OSP manager to view the number of SLAs breached, unassigned open and resolved cases, average resolution time taken to resolve cases, and so on. Use the information on this dashboard to spot problem areas and plan your case management strategy going forward. Walk-up Experience for Customer Service Customers can check in at a store (or login and make appointments on the portal) and the store representatives then create a case. Managers monitor and assign cases manually, view dashboards, and capture customer satisfaction. Walk-up Experience for guest users Guest users can use ServiceNow®Walk-up Experience from either the Consumer or Customer Portal and manage appointments online. Native Pre-chat Gather context for chat conversations using native pre-chat capability. This context can be used to route the chat to the appropriate chat queue or group and to make the agent aware of the context to better help customers. 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. Integrating WhatsApp with Customer Service Management through Twilio Deliver a pre-integrated WhatsApp chat conversation experience for consumers and customer contacts by using the Conversational Integration with WhatsApp (powered by Twilio) application. Integrating LINE with Customer Service Management Deliver a pre-integrated LINE chat conversation experience for consumers and customer contacts by using the Conversational Integration with LINE application. Quick start tests for Customer Service Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management still works. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. Data archiving Document the data archive table size limits Reference the limits on the size of an archive table you can create to store data. Automatically re-archive restored records Set a property to automatically archive restored records again after a predetermined time interval. Restore record with related records option Restore related records from the archive log and archive (ar_) tables. Destroy related records option Delete related records from the archive log and archive (ar_) tables through an archive destroy rule. DevOps Customer-managed Change Management 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 task in the ServiceNow DevOps extension for Azure DevOps, 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. Version 1.23: Automatically import and categorize GitLab JUnit tests during pipeline execution. GitHub integration Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials. Jenkins integration 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 orchestration and test tools 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. Stability and change metrics added to DevOps Insights dashboard Version 1.14: View stability metrics, including mean time to repair (MTTR) and service availability, based on incident and service availability records. Use the ServiceNow 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 enhancements 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 for Azure DevOps, Jenkins, and GitLab Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins 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 in versions 1.10, 1.11, and 1.12, 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. Domain separation Domain separation application properties Modify applications that use domain separation without having to create code every time you want to add or change functionality through two new tables: the System Application Property table [sys_application_property] and the System Application Property Value table [sys_application_property_value]. Edge Encryption Compatibility with Mobile payloads and UI Edge Encryption is now compatible with Mobile payloads. As a result, Edge Encryption is also compatible with Mobile UI and flows. Compatibility with graphQL payloads Edge Encryption is now compatible with graphQL payloads. As a result, Edge Encryption is also compatible with the graphQL-based UI, such as workspace. Emergency Exposure Management Track possible exposure between users If a user self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected user to identify others who might also be exposed. Fetch potentially exposed user data from a data source Work on the diagnostic request task to get information about potentially impacted users 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 users. Set up a tracing system Set up a tracing system for your exposure data source to identify potentially exposed users by running the diagnostic requests for an affected user. Use the Location tracing system to find users co-located with the affected user, for example, on the same floor or building. Use the Outlook meetings tracing system to find users who accepted the same meetings as the affected user during the specified time period. Fetch data for potentially exposed users from Cisco DNA Spaces or a Zebra MotionWorks proximity report Fetch potentially exposed user 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 users and populate the corresponding related lists on the Diagnostic Request form. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Emergency Outreach Send notifications for daily health verification Use Emergency Outreach to notify users to report their daily health status. Users 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 user's status. Resend the outreach notification to users who did not respond. Automate responses with response scripts Use response scripts to automatically take actions based on user 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 user'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 ServiceNow®Employee Readiness Core plugin. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Create an Emergency Outreach notification channel Create a notification channel to send health status requests using your organization's preferred communication method, such as Slack. Report your health status by email or mobile During a public health crisis, users can also respond to organizations through email or the ServiceNow® Now® Mobile app and let their organizations 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, users can self-report their health status to their managers. Managers can track the health status of their users and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all users and sort the data for analysis and action. View self-reported user HR tasks The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of user reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the organization. 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 users. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Health Screening Screen users and visitors for entry to the workplace Use your smartphone, tablet, or computer to determine whether a user is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the user's temperature and whether the user has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace. Add an Employee Readiness Surveys email notification for daily health verification. Monitor progress with the Employee Health Screen Overview dashboard Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace. Verify your health status and compliance Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace. Integrate Customer Service Management with Safe Workplace applications Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Core Track health and safety compliance with user records Automatically create a health and safety user record when a user fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create records for users that do not have any activity towards completing requirements. Use these records to monitor the status of user health and safety compliance. Create and activate health and safety requirements Use health and safety requirements to define the criteria that users 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 users 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 users to check their progress on organization 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 user 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 a user is ready to return to the workplace. Create and activate requirements that users must fulfill before they can return to the workplace. Track when a user 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 a user has agreed, disagreed, withdrawn consent, or has not responded. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Surveys Add or modify notifications for Employee Readiness Surveys Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs. Create or customize Employee Readiness Surveys Review the default user workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Travel Safety Request permission to travel Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually. Approve or reject travel requests As a manager or designated travel approver, review and approve travel requests. When a user 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 organization'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 users, managers, travel approvers, and user travel contacts to customize the notifications for your organization. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Enterprise Employee Experience Pack Keep your users informed with the Return to Workplace campaign Use campaigns to deliver important messages and information to users going through the return to workplace process. Target users that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center. Prepare users to return to the workplace with Return to workplace - lifecycle events Automate a collection of activities to help prepare for the return to work process for your users and your workplace. Provide information to your users with Return to workplace - Knowledge Management Use Knowledge Management to provide information to your users during the return to workplace process. Enable your users to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed. Event Management Landing page for alerts Use the Overview tab on the alert form in ServiceNow® Operator Workspace as a landing page when selecting an alert from the alerts list. The information displayed on the tab varies, depending on the type of alert you are viewing. On the Overview tab, a notification message for the alert appears if both of the following are true: The alert priority is High or Urgent. The alert has impacted services. The Overview tab appears only for alerts with an assigned CI. Probable root cause analysis (RCA) Root cause analysis (RCA) provides a list of probable root causes for alerts or alert groups, or both. It correlates alerts and change requests with relevant CIs, based on CI topology. It then calculates the root cause score to identify probable root causes. The root cause score is used to prioritize probable root causes on the list. Its calculation is based on change requests, alerts, and CI topology, and refined using configurable filters. Dynamic alert form layout The tabs and sections that appear on the Alert form in Operator Workspace vary, depending on the type of alert that is selected. Only tabs relevant to the selected alert type appear. NLP-based alert groups Event Management uses clustering models to identify common text patterns in alerts and create alert groups. Identifying alert groups using generalized patterns Generate automated alert groups according to either a specific CI or a CI class. Create a user view in Operator Workspace Save multiple user views in the Operator Workspace dashboard. Once you save a view, you can access it in a list on the Operator Workspace dashboard. You can create the following view types: Private: Created by and visible only to the user that is logged in. Global: Created by an Event Management administrator; visible to all users. Field Service Management Field Service Contractor Management Manage contractor companies: Outsource work order tasks to third-party contractor companies by onboarding the contractor companies and their workforces. Route the work order tasks to an appropriate external assignment group from these contractor companies based on location, skills, and product models to perform the assigned tasks on your behalf. Field Service Contractor Portal: Use the Field Service Contractor Portal to manage agents and access all work order task-related information and activities in one central space. When work order tasks are outsourced to a contractor company, the external manager can do the following activities on the work order task: Onboard and offboard agents View work order task details Reassign work order task to agents Create the parts requirement Source required parts for the task Access the stockroom Track work order task progress Customer Experience for Field Service Management Notify customers of the status of their work order tasks, appointment booking, and the agent's current location through email and SMS. View work order task details to track the work orders that are raised. View the field service agent location to track the estimated arrival time and current location. Provide feedback on the agent service by rating the service and posting comments in the review comments field. Integration with Customer Service Manage appointments in Agent Workspace: Manage appointments for work orders that are created from a case in ServiceNow®Agent Workspace. Automatically close the case when related work orders are closed: Close the case automatically when all related work orders in that case are closed. Automatically update the case when each work order state is updated: Automatically update the case when the state of the related work order task is changed. Dynamic scheduling Rank agents based on the availability of mandatory parts: Rank agents based on the availability of mandatory parts required to perform the job when assigning an agent to the work order task. Prevent dynamic scheduling of rejected work order tasks: Prevent the dynamic scheduling of a rejected work order task to the same agent for the next 24 hours. Administrators or dispatchers can manually assign the work order task back to the same agent. As a field service agent, you can manually assign the work order task back to yourself. Prevent assignment of work order tasks to excluded field service agents: Prevent the dynamic scheduling of a work order task to an excluded field service agent. Administrators or dispatchers can manually assign work order tasks to an excluded agent, if required. Group assignment Preferred assignment group: Select your preferred assignment group to route the work order tasks, such as the internal group or external group. Assign tasks to groups based on required skills: Assign work order tasks to an appropriate group based on the mandatory skills required to perform the task. Assign tasks to groups based on product models: Assign work order tasks to an appropriate group based on the covered product models required to perform the task. ServiceNow® Agent mobile application Track the current location of field service agents: Track the current location of field service agents based on the actions that they perform during the field service. Search for a work order and work order task: Use a keyword to search for a work order or work order task. Search for inventory and parts: Use a keyword to search for an asset or a part. Pause a work order task: Pause the timer on your work order task when you want to take a break from the task activity and then resume work when you're available. Log incidentals: Log incidental costs such as car rental cost, mileage, and vendor cost in your work order task to track the expenditure of the work order task. Agent location history map View the location history map of your field service agents to track and review their activities over a historical period. Inventory management Specify required parts: Use the Mandatory option to specify the parts required to perform the work order task. Automatically reserve parts in the agent stockroom: Reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks. This requirement applies to all assignment types, such as manual, dynamic scheduling, and auto assignment. Automatically close transfer order tasks: Automatically close a transfer order line task when the part is received and delivered within the agent stockroom. 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. Financial Services Card Operations Credit card service requests Submit and manage requests for credit card service that you receive from customers of your financial institution. Each request type triggers a workflow that creates corresponding tasks for the credit card service case. Agents work on these cases and tasks to resolve credit card service requests. Automated workflows to facilitate rapid case resolution Quickly resolve credit card cases through workflows that are automatically triggered by credit card service requests. Related tasks are automatically triggered by selected card requests and provide customizable instructions that enable credit card, credit assessment, and document service agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Card Operations uses application administration. The application-specific admin role for Financial Services Card Operations is Credit card admin [sn_bom_credit_card.admin. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Card Operations application. This data model stores customer data and supports banking requests. Financial Services Loan Operations Business and personal loan service requests and exceptions Submit and manage requests and system-generated exceptions for all types of business and personal loan services. Each service type triggers a workflow that creates corresponding tasks for the loan service case. Agents in loan, credit, and document service teams work on these cases and tasks to resolve these loan service requests and exceptions. Automated workflows to facilitate rapid case resolution Quickly resolve loan cases and exceptions through workflows that are automatically triggered by loan service requests and APIs. Related tasks are automatically triggered by selected loan services. These tasks provide customizable instructions that enable loan, credit, and document service agents to more efficiently resolve and close cases. These workflows are built using Flow Designer. Inbound and outbound document management Manage and track all inbound and outbound documents that are used in workflows for loan operations. The Document Management service determines the documents that are required in a workflow, and it automatically generates document verification tasks for the document agent. Performance Analytics dashboards Use Performance Analytics dashboards to get an insight into how the team and business is performing. Dashboards with customizable views are available for Business Loan Operations and for Personal Loan Operations. Application-specific admin role Financial Services Loan Operations uses application administration. The application-specific admin roles for Financial Services Business Loan Operations and Financial Services Personal Loan Operations are Business Loan admin [sn_bom_loan_b2b.admin] and Personal Loan admin [sn_bom_loan.b2c_admin] respectively. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from the Now Platform® and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Loan Operations application. This data model stores customer data and supports banking requests. Data of business customers is separated from consumer data into separate tables. Financial Services Payment Operations Payment inquiries Submit and manage requests for payment inquiries that you receive from your customers and third-party banks for your financial institution. You can submit requests for Beneficiary Claim Non-Receipt or Payment in Error payment inquiries. Inquiry agents work on and resolve these payment inquiries via inquiry cases. Payment claims and debit approvals Submit and manage payment claims and debit approvals for your financial institution. Payment claims can be submitted internally from a customer of your bank or externally from a third-party bank. Claim agents determine the validity of these claims and identify the source of refund. If a refund should be paid from internal sources, claim agents create cases for debit approvals. Automated workflows to facilitate rapid case resolution Quickly resolve payment cases through workflows that are automatically triggered by payment service requests. Related tasks are automatically triggered by selected payment requests and provide customizable instructions that enable inquiry and claim agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Payment Operations uses application administration. The application-specific admin role for Financial Services Payment Operations is Payment admin [sn_bom_payment.admin]. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Payment Operations application. This data model stores customer data and supports banking requests. Flow Designer Content filtering for Flow Designer Specify what content a user can access based on the user's role. Create a flow with roles Create flows and subflows that run with specific roles. Assigning roles enables you to create user-initiated flows that run with their own roles rather than the user's roles. Create complex object templates Save complex objects as templates for use as outputs in steps or actions. Delete Multiple Records step Look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Duplicate an action or subflow Duplicate an action or subflow within a flow. Get Catalog Variables action Get multi-row variable sets when accessing ServiceNow®Service Catalog variables. Key Value Map transform function Use a transform function to return a value associated with a matching data-pill key. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Submit Catalog Item Request action Create a requested item [sc_req_item] on a Service Catalog Request [sc_req]. Test a flow, subflow, or action in the background Use the Run test in background option to test a flow, subflow, or action asynchronously in background. Update Multiple Records step Look up and update multiple records as a single step. Using this step removes the need to separately look up a list of records and then process the list with a Script step. Set field values with a template or add and configure them using data pills. Update Multiple Records action Look up and update multiple records as a single action. Using this action removes the need to separately look up a list of records and then process the list with For Each flow logic. Set field values with a template or add and configure them using data pills. Use a script to check if a flow has an Ask for Approval action In an inline script or Script step, use the hasApprovals() method in the FlowAPI class to determine if a flow contains any Ask for Approval actions. Use Flow Data actions to create reusable Process Automation Designer activities Collect data from agents interacting with a Workspace playbook. Use this data to create reusable activities for process owners using Process Automation Designer. 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 GRC Dashboard Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects of the business applications that you use in your enterprise. The dashboard, available from ServiceNow®Audit Management, Policy and Compliance Management, and ServiceNow®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. SIG 2019 Support Version 10.0: 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. 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 Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRC Virtual Agent chatbot also assists customers by saving their time. Virtual Agent support for policy exception 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. HR Service Delivery Case and Knowledge Management Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Translations for HR cases and tasks Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language. Employee Profile table The Employee Profile (sn_employee) plugin provides an Employee Profile (sn_employee_profile) table that makes the employment start date and employment end date fields available outside of HR Service Delivery. Employee relations cases Support sensitive Employee Relations cases with tighter security and protection of privacy. You can create an Employee Relations (ER) case without adding an Opened for or Subject person. You can also create related records for allegations, interviews, and corrective actions. Employee Service Center Provide a single, unified portal for employees to get all the information, services, and help that they need. Campaigns for HR Service Delivery Provide an easy-to-use, single-page view for managing content and assembling your campaign. You can drag your stages (bundles) and content into a campaign's layout. Employee Onboarding and Transitions Automate onboarding and other employee lifecycle events that span multiple departments, which helps to improve employee satisfaction and efficiency across HR and other departments. Rescind process for a lifecycle event case Cancel and revert work done in a lifecycle event case with the rescind process. You can define rescind activities to notify employees and departments when a case is rescinded. These activities can trigger automated flows and revert work that has already been completed, such as the provisioning of equipment or the setting up of a workplace. Microsoft Azure AD integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Microsoft Azure AD integration. This integration requires the Microsoft Azure AD spoke in IntegrationHub. 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 plugin (com.sn_hr_lifecycle_ent). Sailpoint integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Sailpoint integration. This integration requires the SailPoint IdentityIQ for Service Catalog v2 app from the . 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 plugin (com.sn_hr_lifecycle_ent). Document Templates Create HTML and PDF document templates for generating standard letters or documents by using the Document Templates application. Multiple participants can fill, sign, and review a standard letter or a document online. HR Service Delivery Agent Workspace Integrate the platform functionality for HR agents into an easy-to-use interface. HR Service Delivery Agent Workspace Provide HR agents with a multi-tab interface for managing multiple cases and a heads-up contextual display that quickly orients them to their tasks. As an HR administrator, use guided setup to guide you through the initial configuration. You can access guided setup under HR Case Management. HR Service Delivery Agent Workspace landing page Provide a personalized and engaging experience for the HR agent. An HR agent can see high-priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes all from the landing page. HR Service Delivery Agent Workspace Playbook Provide HR agents with a singular view of Lifecycle Event cases. An HR agent can use the playbook to see the cases, tasks, time lines, and all team members who are working on the onboarding case. Employee Document Management for HR Service Delivery Agent Workspace Move employee documents from a case in HR Service Delivery Agent Workspace to Employee Document Management. Employee Document Management provides a central repository that enables quick and easy identification of documents using different sorting features. Create and upload employee documents from HR Service Delivery Agent Workspace if you have the [sn_hr_ef.document_writer] role. View all the actions that have been performed on an employee document in the Audit Trail tab. Machine learning solutions for HR Service Delivery Agent Workspace Automatically determine the correct HR service and assignment group for an HR case in HR Service Delivery Agent Workspace. Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview Consider the effort, agent availability, capacity, and skills required for HR cases and chat based on the Skill Management and Skill Determination applications. Configure Chat Setup for HR Service Delivery Agent Workspace Provide a real-time messaging system that HR agents use in HR Service Delivery Agent Workspace to interact with employees. Computer telephony integration (CTI) demo installation and configuration for HR Service Delivery Agent Workspace Provide demo data to test the phone communication channel for inbound telephone calls in a non-production instance. Machine learning solutions for HR Service Delivery Use machine-learning algorithms to automatically determine assignment groups and services for HR cases, automatically create cases from emails, and discover knowledge articles and catalog items that help in resolving HR cases. Assignment group for an HR case Automatically determine the assignment group for a case. An HR agent can transfer the case to the correct assignment group instead of spending significant time manually identifying groups for HR cases. Knowledge articles and catalog items Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center or an HR Ticket page. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and the top three catalog items to the employee. Related knowledge articles Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page. Similar knowledge articles Discover similar information across knowledge articles that are based on the short description of the HR case and the text in the Related Search Results. HR agents can see these similar knowledge articles to help resolve a case. HR Predictive Intelligence Workbench Explore pre-built common use case templates, including automatically trained models, that guide you through your predictive model implementation journey. Triage your HR cases correctly and reduce resolution time by using the pre-built template that automatically determines HR services for cases. Create and train predictive models by duplicating an existing model and selecting multiple models to test familiar data. You can also evaluate and tune the predictive models that you create. Test your predictive models to decide which ones are best to implement into your business process. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Hardware Asset Management Asset life cycle automation Keep your asset data accurate by automating the update of your asset records throughout the asset's life cycle. Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs. Hardware Asset dashboard Get a comprehensive view of your hardware assets through the entire asset life cycle. You can get insights into your asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Hardware model normalization Get visibility and control of your hardware models and assets throughout your IT environment. You can use the hardware library and normalization rules to gauge your hardware assets and plan for a refresh when an asset approaches its end of life. You can also normalize details, such as the manufacturer, product, model, and device type of your hardware and consumable models. Auditing your asset inventory Conduct scheduled or unplanned audits of your stockrooms and other locations such as offices or datacenters. You can use the ServiceNow® Agent mobile app to scan hardware assets for the audit. You can also view detailed audit results to see the assets that are expected at the location and the assets that are found. Quick start tests for Hardware Asset Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Hardware Asset Management still works. If you customized Hardware Asset Management, copy the quick start tests and configure them for your custom
New features and products in Paris Cumulative release notes summary on new Paris features and products. New products were introduced in Paris, and additional features were added to existing ServiceNow products. Application or feature Details API Table 1. New scoped classes and additional methods to existing scoped classes Class Methods CatItem getInvalidDelegatedUsers() isDelegationAllowed() FlowAPI getOutputs() getRunner() hasApprovals() FlowScriptAPI getContextID() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngine identifyCIEnhanced() JSONStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endArray() endObject() getAttachmentId() getJSONString() startArray() startArrayField() startObject() writeBoolean() writeBooleanField() writeFieldName() writeNull() writeNullField() writeNumberField() writeRaw() writeString() writeStringField() JSONStreamingBuilder build() expiresAt() JSONStreamingBuilder() withAttachment() ScriptableFlowRunner action() addInput() datastream() flow() inBackground() inDomain() inForeground() quick() run() subflow() timeout() withConnectionAliasOverride() withInputs() ScriptableFlowRunnerResult debug() getContextId() getDataStream() getDate() getDomainId() getFlowObjectName() getFlowObjectType() getOutputs() XMLStreamingAPI close() disablePrettyPrint() enablePrettyPrint() endDocument() endElement() getXMLString() startDocument() startElement() writeArray() writeAttribute() writeAttributes() writeCData() writeCDataElement() writeCharacters() writeComment() writeDtd() writeNamespace() writeNamespaces() writeTextElement() XMLStreamingBuilder build() expiresAt() withAttachment() XMLStreamingBuilder() Table 2. New global classes and additional methods to existing global classes Class Methods ClassificationSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClassificationSolutionStore add() deleteObject() get() getAllNames() update() ClassificationSolutionVersion getPredictionPerformance() getPredictionSettings() getProperties() getStatus() getTrainingStatistics() getVersionNumber() predict() setPredictionSettings() ClusteringSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() ClusteringSolutionStore add() deleteObject() get() getAllNames() update() ClusteringSolutionVersion cancelUpdateJob() deleteClusterAssignments() getClusterAssignments() getClusterInfo() getProperties() getStatus() getUpdateStatus() getVersionNumber() predict() submitUpdateJob() DatasetDefinition getEligibleFields() Encoder cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() EncoderStore add() deleteObject() get() getAllNames() update() EncoderVersion getProperties() getSentenceVectors() getSimilarWords() getStatus() getVersionNumber() getWordVectors() GlideApplicationProperty getValue() setValue() GlideRecord addValue() IdentificationEngineScriptableApi identifyCIEnhanced() PredictabilityEstimate cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() PredictabilityEstimateStore add() deleteObject() get() getAllNames() update() PredictabilityEstimateVersion getProperties() getResults() getStatus() getVersionNumber() RegressionSolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() RegressionSolutionStore add() deleteObject() get() getAllNames() update() RegressionSolutionVersion getProperties() getStatus() getVersionNumber() predict() SimilaritySolution cancelTrainingJob() getActiveVersion() getAllVersions() getLatestVersion() getName() getProperties() getVersion() setActiveVersion() submitTrainingJob() SimilaritySolutionStore add() deleteObject() get() getAllNames() update() SimilaritySolutionVersion getProperties() getStatus() getVersionNumber() predict() Table 3. New REST APIs and additional endpoints to existing REST APIs Class Methods ActivitySubscriptions GET /now/actsub/facets/{activity_context}/{context_instance} Application Service GET /now/cmdb/csdm/app_service/find_service POST /now/cmdb/csdm/app_service/register_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/populate_service PUT /now/cmdb/csdm/app_service/{service_sys_id}/service_details Batch API POST /now/batch Case API GET /sn_customerservice/case/field_values/{field_name} GET /sn_customerservice/case/{id}/activities GET /sn_customerservice/case/{id}/field_values/{field_name} Note: In previous releases this API was called the Customer Service Management API. Customer Central API GET /cust_central/custinfo/{context}/{context_instance}/{target} CSM Attachment DELETE /now/attachment_csm/{sys_id} GET /now/attachment_csm GET /now/attachment_csm/{sys_id} GET /now/attachment_csm/{sys_id}/file POST /now/attachment_csm/file POST /now/attachment_csm/upload Identification and Reconciliation API POST /now/identifyreconcile/enhanced POST /now/identifyreconcile/queryEnhanced MetricBase Time Series API POST /now/clotho/transform SAM-Software Usage Data Integration POST /now/sam_software_usage_integration/createOrUpdate Service Catalog GET /sn_sc/servicecatalog/items/{item_sys_id}/delegation/{user_sys_id} POST /sn_sc/servicecatalog/items/{item_sys_id}/get_invalid_delegated_users Response Templates API POST /api/sn_templated_snip/response_templates/get_templates Advanced Risk Integrate Project Portfolio Management with advanced risk assessment Version: 11.0.1: Manage your project risks by using the project risk assessment capability. This capability enables the risk administrators, projects managers, and risk owners to manage the complete project risk life cycle such as project risk identification, project risk assessment, project risk mitigation, and project risk monitoring. This feature provides efficient visibility and reporting of the project risks posture through mediums such as aggregated project risk ratings and heatmaps. The integration of GRC with Project Portfolio Management also ensures that when a project risk threatens to affect an enterprise, the risk can be easily reported to the enterprise risk team so that the necessary mitigating actions can be defined. To use this feature, ensure that you have the PPM application installed. You must also enable the Enable Advanced Risk PPM Integration property under Advanced Risk Assessment > Administration > Properties. 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 the 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 in 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. 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 template Version 9.0: Automate how you add approvers, issues, and owners to a risk event by 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 for banking and financial domains. Enabling Basel categorization helps you to 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 by using the ServiceNow®Performance Analytics dashboard. By default, data for the previous six months is visible to users with the sn_risk.manager 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 is shared between organizations serves as an external market alert for users to understand market risks. 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. You can view the risk tolerance status in the aggregated risk report and 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. Adding risk event cause and consequence (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 your users make decisions about risk analysis, risk prediction, and prevention of risks. Selecting currency while reporting risk events (Version 9.0): Select the currency when you report risk events. Relating risk events to risk and relating 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 assessments and is also useful for accurate reporting and preventing the creation of orphan risks. Classifying rapid recovery (Version 9.0): Define rapid recovery in your risk events. Recovery is defined as a recovery of loss incurred from a risk event. Rapid recovery refers to the recovery that is generally made in five days. You can modify the default number of days for rapid recovery classification. Classifying near miss events automatically (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. Classifying gain events (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. By tracking these events, you can understand which controls are effective or which risk becomes an opportunity. Advanced Work Assignment AWA Monitoring page Monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page. This page includes performance statistics, channel summaries, and channel breakdowns. Agent Client Collector Health Dashboard The Agent Health Dashboard provides a visual overview of the status of agents in your system. Incorporate the Agent Client Collector into a custom base image for mass deployment Deploy the ACC on a virtual machine when deploying a large number of agents. Run checks and policies to monitor your infrastructure Run checks and policies to collect data on your company's infrastructure. Include the CIs you want to monitor in the policy. The data is transformed into events, metrics, or both, and is sent to your ServiceNow instance through a MID Server. Create a customized check Create a customized check based on the type of entity you are monitoring such as a server or application. Determine when you want the check to run. MID Server authentication The API Key authentication type is available as an alternative to basic authentication when configuring the MID Server with the Agent Client Collector. MID web server uses the MID Server's default certificate When no custom certificate is installed on the MID Server, its default certificate is used. 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. Scrum program planning enhancements Go to the program planning board directly after you create or update a scrum program without having to select different modules. You can do so using the Scrum Program Board related link on the program form. Edit the scrum program information from the program planning board by using the edit program icon () to open your program form. Edit your team's information from the program planning board by clicking your team name to open the team form. Add sprints to your scrum teams from the program planning board, without having to navigate through another module. For details, see Add sprints from the program planning board. Plan your scrum programs with stories that do not belong to an epic by using the Stories without epic backlog filter. View the number of unassigned stories for each epic, with the list of epics, for the selected backlog in the epic backlog pane. Unplan a story from the scrum program by dragging a story card from the planning board back into the epic backlog pane and dropping it. Story management enhancements for Agile Development 2.0 Create stories with the same details as an existing active story. Use the Insert or Insert and Stay options on the story form. Copy the details of an existing active story, with its tests and tasks, to a new story. You don't have to create another story and fill in all the details from the existing story. Use the Copy Story related link on the story form. If your scrum story is too large, you can convert it into an epic, and then break it down into multiple stories. You don't have to delete the existing story and create an epic. Use the Convert to Epic related link on the story form. Add existing tests to your stories even before the story is planned into a sprint. By doing it this way, you already have the information that you need to make an accurate estimation of how much work is needed for the story. Use the Tests related list on the story form. Quick start tests for Agile Development 2.0 After upgrades and deployments of new applications or integrations, run quick start tests to verify that Agile Development 2.0 still works. If you customized Agile Development 2.0, copy the quick start tests and configure them for your customizations. Analytics and Reporting Solution Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. 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. Hardware Asset Management dashboard Get a holistic view of your hardware assets through the entire asset life cycle. Get insights into asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Predictive Intelligence for Incidents dashboard Monitor and demonstrate the strategic, operational, and automation value of Predictive Intelligence solutions with the Predictive Intelligence for Incidents dashboard. This classic UI dashboard provides operational and predictive KPIs that show the value of the machining learning solutions you implement. Offering Activity metric for Service Owner Workspace View the modified Offering Activity metric to which includes awareness of multiple catalog items connected to an offering. The Offering Activity metric reflects the per-day sum of fulfilled requests created from all related catalog items. Customizing the Workforce Optimization landing page Enhance your Workforce Optimization experience by customizing your home page to monitor metrics and trends that matter most to you. Use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor. Escalations Overview Reports The Escalations Overview reports provide count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups. My Groups Overview reports The My Groups Overview reports provides count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days. Application Management Opt-in to or Opt-out of the products on ServiceNow Store from your instance Opt-in to the required product available on ServiceNow Store by navigating to the ServiceNow Products module. After opting in, you can access details of the applications that are part of the product, in the Licensed and Not Licensed tabs. If the application is already available (that is, installed or available for update) in your ServiceNow instance, click Manage Application to navigate to the application page and install, uninstall, or repair the application. If the application isn't available in your ServiceNow instance, click View Detail to navigate to the application listing page, view the application details and dependencies, and navigate to ServiceNow Store. You can also Opt-out of the required product.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Opt-in to the product family from your instance Navigate to the ServiceNow Products module and click Product Family Opt-in to opt in to all products in the family.Note: Opt-in and opt-out requires you to authenticate with your Now Support credentials. Access unpurchased and recommended applications on ServiceNow Store Access the list of unpurchased ServiceNow Store applications, view recommended applications, and view details of the required application without navigating to the ServiceNow Store. Entitle an application from your ServiceNow instance Manage application entitlement from your ServiceNow instance. After purchasing the application on ServiceNow Store, the application is displayed in your ServiceNow instance with the indicator as Instance not entitled. After providing entitlement to your instance, you can install the application if it is compatible with the version of ServiceNow instance. Entitle a product from your ServiceNow instance Manage product entitlement from your ServiceNow instance. After purchasing the product on ServiceNow Store and opting in, the product is displayed in your ServiceNow instance with the indicator as Product not entitled.Note: A product is displayed in the instance only if it is licensed. Only after providing entitlement to your instance, you can install the product if it is compatible with the version of ServiceNow instance. Repair a ServiceNow application Repair a ServiceNow application by reinstalling it. The application and its dependencies are reinstalled. Access information about the dependent applications during uninstallation Access information about the dependent applications when a user attempts to uninstall an application. The Uninstall option for an application is enabled only when all its dependent applications are uninstalled. This ensures that the functionality of the dependent applications isn't affected.When user attempts to uninstall an application, the following information is displayed in the pop-up window: List of dependent applications. List of in-development applications. Tables and records in the required application. Option to retain the application tables and data.Note: If one of the dependent applications is uninstalled after retaining the tables and data, the Uninstalled applications with retained tables list is also displayed. In this case, the Retain tables and data check box is selected by default and can't be cleared. Prompt messages to map application to subscription Track entitlements accurately by mapping the ServiceNow Store application or custom application to a subscription. Prompt message is displayed: When user navigates to the All or My Company Applications module under System Applications. The message is displayed only if there are applications that aren't mapped to subscriptions. When a user installs an application. When an application is successfully installed, in the confirmation pop-up window. Click Go to Subscription Management to map the installed application to a subscription. In the application tile of an installed ServiceNow Store application. Click Go to Subscription Management in the more actions icon () of the application tile to map the installed application to a subscription.Note: The Go to Subscription Management button isn't displayed in the application tile of custom applications, that is applications in the My Company Applications module. Application Portfolio Management Business Application Lifecycle Management services as catalog items Use Business Application Lifecycle Management Services in a similar way to requesting a service catalog item. Use the service catalog category of Business Application Lifecycle Management services as follows: Request to on-board a new business application into Application Portfolio Management (APM).This service is also enhanced with Predictive Intelligence, providing a machine-learning solution that empowers the service by suggesting a suitable category for the application when it is on-boarded. Request a review with the IT architecture review board. Retire a business application in APM. Using the service catalog Business Application Lifecycle Management services helps an IT organization to standardize its delivery services for the business application users. Each service generates a flow that tracks the follow-up actions once the requests are approved. The flow designer automates approvals, tasks, email notifications, and updates the business application record in the record table. The service also helps in proper decommissioning of the application. Multi-tier indicators as a data source for application indicators Generate application scores using a hierarchy of indicators to evaluate a business application by adding a set of indicators as the data source for another indicator. Multi-tier indicators provide information about the various dimensions of cost that helps in evaluating the value of the business application. Application Backlog view in TPM Select the Application Backlog view in the Technology Portfolio Management timeline to view the centralized backlog of records. These records can be epics, stories, enhancements, projects, or demands that impact your business application. This view facilitates prioritizing and sequencing of different task type records in one location, saving you from having to laboriously sort and filter them. APM reports using CMDB query builder Use the CMDB query builder to build complex queries that spans across multiple CMDB CI classes, APM tables, and configuration items that are associated by different relationships. You can run a scheduled job on demand that fetches the results of your query across CMDB classes, configuration items, and tables to generate APM reports. Predictive Intelligence for Application Portfolio Management Configure and train the machine-learning algorithm to make predictions based on your past record data that can help suggest a category for the new business application that is on-boarded into the APM inventory. The solution definition for Predictive Intelligence comes with a plugin that is added along with the APM plugin. You can also set a training frequency for your machine-learning solution to collect and compare existing records with new records. Capability-based planning UI enhancements Expand each level of business capability in the capability map to view its sub-capabilities and their CI scores. For a capability that is at the leaf node, you can click the Score, People, Process, and Technology links to navigate directly to the CI Scores form and the Indicator Scores form to view the scores for People, Process, and Technology indicators. These links save you from having to navigate to the forms from the application navigator. 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 Field validation for a String metric Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform®, Survey Designer, ServiceNow®Service Portal, and ServiceNow®Virtual Agent. Reference qualifier for a Reference metric Build conditions for a Reference metric type to filter the reference records. Use the Condition field for a metric to implement this functionality. This functionality is applicable in the Now Platform, Survey Designer, Service Portal, and Virtual Agent. Association between a survey and Virtual Agent chat After a survey is submitted in a Virtual Agent conversation, the created survey instance displays a trigger ID. This trigger ID is the associated interaction ID created in the Virtual Agent chat. Asset Management Create and look up assets on mobile Use the ServiceNow® Agent Mobile app to create an asset record by scanning the asset serial number or asset tag. You can also search for an existing asset record in your ServiceNow instance by scanning the asset. 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, walk-throughs, 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 Audit Management still works. If you customized Audit Management, copy the quick start tests and configure them for your customizations. Authentication Enable self-registration to allow external user access to ServiceNow custom applications Centralize and streamline the self-registration process to make it easier to on-board a large group of external users to a custom application. Self-registration contains many configurable security requirements, offers base system Flow Designer flows, and integrates with Service Portal for a refined user experience. Support OpenID Connect (OIDC) as a Single Sign-On (SSO) Identity Provider Offer a modern and intuitive SSO experience to employees and end-users and improve the on-boarding experience for mobile applications by enabling users to log in to ServiceNow applications using their social identity provider. Support executing an OAuth script from a MID server Add a customized OAuth script to run from a MID Server when you connect to a third-party OAuth provider. Automated Test Framework (ATF) Add Attachments to Form (SP) Test the functionality of attaching a file to a ServiceNow® Service Portal form widget. Custom UI component version and order View additional information about a component by selecting it from the step custom component list. Benchmarks Guided setup for Benchmarks Opt in to Benchmarks on your ServiceNow® Benchmarks application using the guided setup. The Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as a comparative insight into the industry averages of your peers. Business Continuity Management Business Impact Analysis Assess the business critical processes of your organization and estimate the consequential impact on your business revenue, reputation, workforce disruption, and legal issues in a possible business disruptive situation. This business impact analysis helps you to gather necessary information and develop recovery strategies and plans. Business Continuity Planning Make plans to identify your business assets, loss scenarios, recovery tasks, and recovery teams. Assign roles and responsibilities to your recovery team members. Lay down documentation to implement the plan and make it available for the team at an accessible location in a crisis situation. Establish recovery strategies for your critical assets and their dependencies. Ascertain the recovery tier and recovery time objective of every asset. Business Continuity Planning feature takes you step-by-step to formulate your plan and make it viable and executable. Exercise Management Validate the business continuity plan that you developed by continuous testing and thereafter improve the effectiveness of the plan and usability during a simulated and an actual crisis. Crisis Management Apply BCM in a crisis. It helps you to focus on the direction of action and apply the right strategy to mitigate the negative impact of a disruption to the business system. 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 user and workplace readiness data in the New Confirmed COVID-19 Cases section of the Safe Workplace Dashboard. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Change Management Change success score View a team's past performance in delivering change to help make informed decisions about the approval and assignments for that change team. The score can also be used to evaluate the likelihood of the team's future success. This capability uses Performance Analytics to analyze past performance data to determine the score. View a group's change success history by clicking the Change Success score icon, which is available in all change forms for Assignment groups.Note: The Change success score feature is installed after you activate the Change Management - Change Success Score plugin, which is available with the ITSM Professional subscription only. Contact your account manager for more information. Change Management integration with Hardware Asset Management Enable real-time updates on asset records directly from a change. When the work order is completed for a deployment, update, or retirement of an asset, the CI or asset is automatically updated. This feature is available only after you activate the Hardware Asset Management plugin. Scheduling Assistant enhancement Review an improved message displayed when the scheduling assistant is unable to identify the next availability. It provides more information on why an availability cannot be found and suggests a duration that will yield availability if the schedule is for a longer duration. Enable or disable scheduling conflict messages Use the Enable/Disable Scheduling conflict message menu option to show or hide the scheduling conflict messages. This UI option is made available when the change.conflict.show_conflict_message property is set to User preference. New property to show or hide conflict messages Use the change.conflict.show_conflict_message property to show or hide the scheduling conflict message for a change request. You can choose one of the following options to configure the display of the conflict message: User Preference Always Never New properties added to trigger events for the change request state workflow Enable and use the com.snc.change_request.event.state_updated.enabled property to generate an sn_change.state.updated event when the state of a Change request is updated. By default, this property is disabled. Enter the state values that you want to consider in the com.snc.change_request.event.state_updated.states property to generate the sn_change.state.updated event. If no value is entered, the event is generated for all state changes. New conflict property to consolidate conflicts Use the change.conflict.consolidated_conflicts property to generate a consolidated list of conflicts for your change request. Conflicts will be registered only for each unique combination of the conflict type and schedule or the conflict type and the conflicting change request number. Change Management REST API enhancement Field level encryption support. Use the new encrypted_fields parameter for field level encryption support. Reference fields and Choice fields will accept display values and values interchangeably. The code logic will determine whether the value passed is a value or a display value and behaves accordingly. Cloud Insights 1.3 Government cloud service accounts are supported You can add AWS and Microsoft Azure government cloud service accounts to your Cloud Insights setup. Cloud Provisioning and Governance Support for Microsoft Azure Government Cloud Provision, deploy, and manage Microsoft Azure Government Cloud resources using the Cloud Provisioning and Governance application. Integration with Cloud Insights Use the ServiceNow® Cloud Insights application to configure and analyze the costs that are associated with your cloud assets. If you have not set up billing in Cloud Provisioning and Governance and have downloaded and activated the Cloud Insights store app on your ServiceNow instance, you are automatically directed to the Cloud Insights home page for cloud billing. Coaching Guided setup for Coaching Configure and set up coaching opportunities to define a critical moment in the process in the Coaching application by using a guided, sequential walk-through. Common Service Data Model Access the CSDM by using the CSDM navigation pane The CSDM includes a navigation pane used to access the CSDM domains and their components. You can select the component that you want to use from this navigation pane. For example, select Application Services in the Design Technical Services domain to create and populate your application services. When you select this component, you use a work flow to create the application service and choose the population method. You can also set a relationship between the application services and the components of other CSDM domains. Manage application services using the Application Service Dashboard in the CSDM The CSDM navigation pane includes an Application Service Dashboard. You can use this dashboard to monitor the health of your application services and make changes, as applicable. Communities Pull model for activity feed Use the pull model to improve the overall performance of your activity feed. Activities are pushed faster to active streams. If a stream hasn't been accessed in a while by community members, activities are not pushed to it. You can configure a time period when a stream is considered as inactive. The default value for inactive streams is 30 days.Note: By using the pull model, your inactive users will experience some delay in activities being pushed when they access the activity feed for the first time. Configuration Compliance Remediation status metrics (v 12.0) View the status metrics in Configuration Compliance from the test result, test, and policy records. Focus your remediation efforts for the assets with your policies, test result groups, and policies that are out of compliance. View the number of active (open) test results and the percentage of test results currently in remediation or deferral to help you efficiently manage your remediation tasks (test result groups). View policies that show the percentage of your assets that are out of compliance with that policy. Data displayed on Remediation tabs for the test result, test, and policy records are updated daily by a scheduled job. Click the Update Status Related link to refresh remediation status metrics on-demand from the test result, test, and policy records. Enhanced change management for Configuration Compliance (v 12.0) Create change requests directly from test result groups with ServiceNow® Change Management for Configuration Compliance. Create pre-populated change requests of varying types (emergency, standard, or normal) to expedite your remediation of non-compliant software in your environment. Use change requests to help you prioritize, track, and remediate test results that require additional resources or time to remediate. Associate test result groups to existing change requests. Split large test result groups into smaller groups to help you identify test results for deferral or regroup test results and configuration items that require additional resources. When enabled, state synchronization resolves test result groups automatically after change requests are implemented. Reapply CI matching rules (v 12.0) As an administrator, you may have to edit or update a lookup rule for multiple reasons. If you change your lookup rules, reapply them on-demand and manually reconcile selected discovered items with the CMDB without having to reimport all the asset data. On-demand CMDB reconciliation on discovered items The corresponding test result-CI association is updated for active test results. Assignment rules, group rules, risk scores, risk ratings, and remediation targets are re-evaluated. Discovered item status is updated accordingly, for example, discovered item status changes from Unmatched to Matched. Case sensitivity option for the condition builder (v 12.0) By default (Case sensitive check box disabled), the search text you enter is not case-sensitive in the Conditions builder. Enable or disable case-sensitivity for the rule-matching text you enter in the following forms and records: Assignment rules Group rules Remediation target rules CI lookup rules Calculators 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) v 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 application dependency for this feature is automatically installed with v12.1 of Vulnerability Response. The installation may take some time. Exception management for Configuration Compliance (v 11.1) 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 10.3) 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 using the reapply feature to better understand your scoring models and ensure accurate results. Configuration Management Database (CMDB) Multisource CMDB Enable Multisource CMDB to retain the history of all updates to attribute values from all discovery sources. When multiple discovery sources attempt to update the same CI (Configuration Item) attribute, CMDB uses reconciliation rules to select the discovery source whose value updates the CI attribute. Multisource CMDB retains details about the discovery source that was used for an update, and also about all the other discovery sources that were rejected for that update. Without Multisource CMDB, data on rejected updates is discarded. This includes details about the discovery sources of lower priority along with their suggested attribute values. Using Multisource CMDB you can: Control CI updates at the discovery source and CI attribute level. Visualize the source of attribute values, for each discovery source and at the attribute level. Drive operational insights from Multisource CMDB data. Modify reconciliation rules and then recompute and update CMDB data to reflect the updated reconciliation rules. Revert CMDB data integration from a specific discovery source, if for example, you realize that the discovery source is not reliable. You can recompute CI attribute values, while excluding the discovery source that you want to ignore. Improve data management and data quality by querying on Multisource CMDB data. Use the Multisource Report Builder to find, for example: All the discovery sources populating data in your CMDB. Differences in attribute values across discovery sources, and differences in attribute values of discovery sources compared to CMDB data. CIs not reported by any discovery source. You can limit the report results to only those CIs that belong to a specific application service, technical service, or CMDB group. CSDM-based workflow for creating application services Use a wizard-like tool that guides you through all the necessary configuration steps for creating and populating an application service, following CSDM workflow. Using this tool, you can configure an application service with the following CMDB-based service population methods: Dynamic CI Group: The Dynamic CI group service population method is based on a CMDB group. Manual: The manual service population method is based on selecting a CI for the application service. To use application services effectively, ensure that they are fully configured and are populated. You can monitor the health state of application services in the Application Services Dashboard, which shows details about incomplete application services. Edit the application services that are missing service population methods or other important details, as indicated on the Application Service Dashboard. CMDB query support for application services Query on application services using a CMDB query in the CMDB Query Builder: Query on application services in the context of non-CMDB tables. For example, query on the incidents or changes for CIs of a particular application service. Query on patterns between an application service and other nodes in the query. Include all CIs within an application service in a CMDB query, not just the application service CI. Add multiple non-CMDB tables to a single CMDB query, including to a query which contains an application service. For example, you can query on both incidents and changes associated with a particular application service, in the same query. Filters in reconciliation rules view Filter reconciliation rules in the Reconciliation Rules page in the CI Class Manager. You can filter by attributes to easily find out which reconciliation rules are for a specific attribute. You can also filter by discovery source to find which reconciliation rules exist for a specific discovery source. IntegrationHub ETL store app Use the IntegrationHub ETL store app to create and 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. CSDM and the CMDB Data Foundations Dashboards store app Use the CSDM and CMDB Data Foundations Dashboards store app to gain insights into key foundational indicators of the Common Service Data Model (CSDM) and CMDB. These dashboards provide visibility into potential risks in the implementation and include recommendations to mitigate those risks. Follow the recommendations to ensure that CSDM and CMDB are properly configured for optimal usage. 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. Connections and Credentials Connections dashboard View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. Extended scope protection and support Classify certain types of Connections and Credentials records as belonging to a scope, and extend scope protections to them. Extending scope protection policies to these records prevents interactions with records that are private to another scope. Support multiple connections Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. Contact Tracing Track user daily contact logs Send users 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 users 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 a person 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 people. Run diagnostic requests to determine who was potentially exposed, and create a case task to assign contact tracers to those people. Create requirements that restrict return to work eligibility to people that have not been potentially exposed and are not being actively investigated in a contact tracing case. Manage user badge data and Wi-Fi access logs Manage data for user badges and badge readers to track and control user access to buildings, floors, and workspaces. Use Wi-Fi access logs to help identify the zones that the affected user has visited over a given time. Collect Wi-Fi access logs and import badge swipe data into the application to determine other potentially exposed users who might have come into contact with affected users. 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 users who used the same Wi-Fi network as the affected user. 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 users 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, user 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 users to request a list of co-workers with whom they interacted on a given day. Add wearable or handheld computing devices assigned to users Add wearable devices such as Bluetooth LE-enabled devices that are assigned to users to enable them to connect to the Wi-Fi network in your workplaces. Also map handheld computing devices that are assigned to users 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 users to notify them of a potential exposure from an affected user. Assess the health of potentially exposed contacts with Virtual Agent conversations for Contact Tracing Using SMS outreach, ask potentially exposed contacts questions based on the Exposure Case Task Survey and use the responses to assess the health of a potentially exposed contact. Configure the Exposure Case Task Survey outreach to be sent automatically or manually while working on a case task. If survey recipients agree to the organization's privacy consent policy, they can reply to the survey via SMS. Collect and import risk scores with Devvio integration Identify at-risk and potentially exposed users by importing and monitoring risk scores from user wearable devices and external systems. Integrate Contact Tracing with the DevvTrace platform to collect user risk scores based on interactions at the workplace. Use domain separation with Contact Tracing Use domain separation with Contact Tracing to separate data, processes, and administrative tasks into logical groupings called domains. Control several aspects of this separation, including which users can see and access data. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Contextual Search Contextual Search properties for search results widget The following two contextual search properties have been added: Collapse the search results widget when creating a new record in a form(com.snc.contextual_search.widget.form.open_collapsed_new_records): Controls whether the search results are expanded or collapsed when you create a new record. Auto expand the search results widget when search field updates in a form(com.snc.contextual_search.widget.form.expand_on_search_field_update): Controls whether to auto-expand and run the search when you update the search field. Continual Improvement Management Guided setup for Continual Improvement Management Get your Continual Improvement Management up and running using a guided, sequential walk-through of the setup. Associating a service offering with an improvement initiative Associate a service offering with an improvement initiative using the Service Offering field on the Improvement Initiative form. Integration of Continual Improvement Management with Process Optimization Use Process Optimization throughout the entire Continual Improvement Management life cycle to proactively assess the as-is process to find new improvement opportunities. Navigate to the Process Optimization workbench from the Continual Improvement Management workbench to analyze the process data and uncover new tasks or missing steps to help improve the process. You can also create a new process optimization model for additional analysis. Pre-built process optimization definitions and models Find the predefined process optimization content pack for ServiceNow®ITSM processes available in the ServiceNow® Store. You can use the available process definitions by navigating to Process Mining > All Projects to optimize processes related to Incident, Problem, Change, and Request. Process Optimization related list Find or associate new Process Optimization process models using the Process Optimization related list available on the Improvement Initiative form. 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. 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. Playbooks for Customer Service Management Use playbooks to automate complex customer service processes that span multiple teams and systems, and easily manage the life cycle of a specific case type. Playbooks provide step-by-step guidance for managing and resolving different case types. Case playbook for onboarding Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion. Case playbook for complaints Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer. Case playbook for product support Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues. Auto-Responder recommendations for case deflections Deflect cases by automatically sending relevant content to a customer after a customer contact or a consumer creates a case. Integration with Adobe Experience Manager Deliver a pre-integrated web experience for external customers by extending Knowledge Management and Case Management capabilities through ServiceNow components in Adobe Experience Manager (AEM). Self-Service Analytics dashboard for customer service Quantify the value of self-service using the Self-Service Analytics dashboard for customer service. Track and monitor self-service key performance indicators (KPIs), measure the effectiveness of self-service channels (such as Knowledge, Communities, Catalog, and Virtual Agent), and track customer service case reduction metrics. Industry data model Expands the Customer Service data model, including the install base model, to provide the flexibility and security needed to support industry verticals and to model households and business locations and their relationships. It provides support for: Organizations with internal and external business locations and users Households and household members Customer central Provide efficient and supportive service to your customers by accessing all customer information and activity in a single, centralized view on ServiceNow®Agent Workspace. Integration with Service Portfolio Management Give your customers better visibility into the services, service commitments, and service availability of their install base by connecting sold products and service offerings. Product model and catalog items relationships Enable your customers to request services on products by creating relationships between product models and catalog items. Guided decisions Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. Trending case topics Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Messaging Engage customers in the messaging channel of their choice, for example, Email or SMS. Outsourced Customer Service Manage outsourced customer service providers on a single platform. Agents belonging to these organizations can fulfill the cases just as the company’s fulfiller would. Outsourced Customer Service dashboard The Outsourced Customer Service dashboard enables the OSP manager to view the number of SLAs breached, unassigned open and resolved cases, average resolution time taken to resolve cases, and so on. Use the information on this dashboard to spot problem areas and plan your case management strategy going forward. Walk-up Experience for Customer Service Customers can check in at a store (or login and make appointments on the portal) and the store representatives then create a case. Managers monitor and assign cases manually, view dashboards, and capture customer satisfaction. Walk-up Experience for guest users Guest users can use ServiceNow®Walk-up Experience from either the Consumer or Customer Portal and manage appointments online. Native Pre-chat Gather context for chat conversations using native pre-chat capability. This context can be used to route the chat to the appropriate chat queue or group and to make the agent aware of the context to better help customers. 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. Integrating WhatsApp with Customer Service Management through Twilio Deliver a pre-integrated WhatsApp chat conversation experience for consumers and customer contacts by using the Conversational Integration with WhatsApp (powered by Twilio) application. Integrating LINE with Customer Service Management Deliver a pre-integrated LINE chat conversation experience for consumers and customer contacts by using the Conversational Integration with LINE application. Quick start tests for Customer Service Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management still works. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. Data archiving Document the data archive table size limits Reference the limits on the size of an archive table you can create to store data. Automatically re-archive restored records Set a property to automatically archive restored records again after a predetermined time interval. Restore record with related records option Restore related records from the archive log and archive (ar_) tables. Destroy related records option Delete related records from the archive log and archive (ar_) tables through an archive destroy rule. DevOps Customer-managed Change Management 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 task in the ServiceNow DevOps extension for Azure DevOps, 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. Version 1.23: Automatically import and categorize GitLab JUnit tests during pipeline execution. GitHub integration Version 1.17: Connect to GitHub Apps using OAuth 2.0 credentials. Jenkins integration 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 orchestration and test tools 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. Stability and change metrics added to DevOps Insights dashboard Version 1.14: View stability metrics, including mean time to repair (MTTR) and service availability, based on incident and service availability records. Use the ServiceNow 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 enhancements 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 for Azure DevOps, Jenkins, and GitLab Version 1.12: Use the DevOps Integrations application to integrate Azure DevOps and Jenkins 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 in versions 1.10, 1.11, and 1.12, 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. Domain separation Domain separation application properties Modify applications that use domain separation without having to create code every time you want to add or change functionality through two new tables: the System Application Property table [sys_application_property] and the System Application Property Value table [sys_application_property_value]. Edge Encryption Compatibility with Mobile payloads and UI Edge Encryption is now compatible with Mobile payloads. As a result, Edge Encryption is also compatible with Mobile UI and flows. Compatibility with graphQL payloads Edge Encryption is now compatible with graphQL payloads. As a result, Edge Encryption is also compatible with the graphQL-based UI, such as workspace. Emergency Exposure Management Track possible exposure between users If a user self reports as being affected by an infectious disease, analyze the recent locations and meetings of the affected user to identify others who might also be exposed. Fetch potentially exposed user data from a data source Work on the diagnostic request task to get information about potentially impacted users 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 users. Set up a tracing system Set up a tracing system for your exposure data source to identify potentially exposed users by running the diagnostic requests for an affected user. Use the Location tracing system to find users co-located with the affected user, for example, on the same floor or building. Use the Outlook meetings tracing system to find users who accepted the same meetings as the affected user during the specified time period. Fetch data for potentially exposed users from Cisco DNA Spaces or a Zebra MotionWorks proximity report Fetch potentially exposed user 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 users and populate the corresponding related lists on the Diagnostic Request form. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Emergency Outreach Send notifications for daily health verification Use Emergency Outreach to notify users to report their daily health status. Users 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 user's status. Resend the outreach notification to users who did not respond. Automate responses with response scripts Use response scripts to automatically take actions based on user 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 user'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 ServiceNow®Employee Readiness Core plugin. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Create an Emergency Outreach notification channel Create a notification channel to send health status requests using your organization's preferred communication method, such as Slack. Report your health status by email or mobile During a public health crisis, users can also respond to organizations through email or the ServiceNow® Now® Mobile app and let their organizations 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, users can self-report their health status to their managers. Managers can track the health status of their users and use a dashboard to stay updated on their team's health and safety. Response teams can see the status for all users and sort the data for analysis and action. View self-reported user HR tasks The Emergency Self Report dashboard provides members of the emergency response team with a high-level summary of user reports and HR tasks. Users with the HR emergency response role can also open a self-report on behalf of anyone in the organization. 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 users. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Health Screening Screen users and visitors for entry to the workplace Use your smartphone, tablet, or computer to determine whether a user is allowed to enter the workplace. Complete the screening form using the Screen an employee for entry page to record the user's temperature and whether the user has personal protective equipment (PPE). Verify a visitor's entry requirement status and complete the health screening form to determine whether the visitor is allowed to enter the workplace. Add an Employee Readiness Surveys email notification for daily health verification. Monitor progress with the Employee Health Screen Overview dashboard Monitor the entry requests to assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many were denied entry, and for what reason. Filter the list of entry requests to evaluate the progress of your organization's return to the workplace. Verify your health status and compliance Verify your compliance with the requirements that your company has set to promote safety during the return to your workplace. Use the instance or the Now Mobile application to complete the health verification form. After confirming that you meet your company's criteria, receive a QR code to use when you arrive. If your workplace has a designated health monitor, provide them with the QR code on arrival and verify your temperature and PPE before entering the workplace. Integrate Customer Service Management with Safe Workplace applications Integrate with the Employee Health Screening application to enable contacts or consumers to safely enter locations and comply with health and safety policies. As a consumer or contact, verify that you understand and comply with the requirements and policies. As a customer or consumer service agent, screen contacts or consumers entering a location to promote compliance with entry requirements, such as a temperature check and PPE. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Core Track health and safety compliance with user records Automatically create a health and safety user record when a user fulfills a requirement or submits a record that does not meet the requirement criteria. Manually create records for users that do not have any activity towards completing requirements. Use these records to monitor the status of user health and safety compliance. Create and activate health and safety requirements Use health and safety requirements to define the criteria that users 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 users 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 users to check their progress on organization 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 user 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 a user is ready to return to the workplace. Create and activate requirements that users must fulfill before they can return to the workplace. Track when a user 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 a user has agreed, disagreed, withdrawn consent, or has not responded. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Readiness Surveys Add or modify notifications for Employee Readiness Surveys Configure notifications to align with your workforce communication strategy. You can update system notifications, or create your own to match your organization's needs. Create or customize Employee Readiness Surveys Review the default user workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the concerns that you want to address. Use guided setup to implement Safe Workplace apps The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Employee Travel Safety Request permission to travel Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver will approve or reject your request based on COVID-19 case data and a site safety evaluation for your destination. Cancel a travel request when appropriate, such as when a meeting can be held virtually. Approve or reject travel requests As a manager or designated travel approver, review and approve travel requests. When a user 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 organization'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 users, managers, travel approvers, and user travel contacts to customize the notifications for your organization. Use guided setup to implement Safe Workplace apps The ServiceNow®Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and ServiceNow®Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to Guided Setup > Safe Workplace Guided Setup. For more information about using the guided setup interface, see Using guided setup. Enterprise Employee Experience Pack Keep your users informed with the Return to Workplace campaign Use campaigns to deliver important messages and information to users going through the return to workplace process. Target users that have communicated that they are ready to return to the workplace with specific emails or content on your Service Portal or Employee Service Center. Prepare users to return to the workplace with Return to workplace - lifecycle events Automate a collection of activities to help prepare for the return to work process for your users and your workplace. Provide information to your users with Return to workplace - Knowledge Management Use Knowledge Management to provide information to your users during the return to workplace process. Enable your users to be self-sufficient and answer common questions with the knowledge articles provided in the Enterprise Employee Experience Pack. Edit these articles or substitute them with your own as needed. Event Management Landing page for alerts Use the Overview tab on the alert form in ServiceNow® Operator Workspace as a landing page when selecting an alert from the alerts list. The information displayed on the tab varies, depending on the type of alert you are viewing. On the Overview tab, a notification message for the alert appears if both of the following are true: The alert priority is High or Urgent. The alert has impacted services. The Overview tab appears only for alerts with an assigned CI. Probable root cause analysis (RCA) Root cause analysis (RCA) provides a list of probable root causes for alerts or alert groups, or both. It correlates alerts and change requests with relevant CIs, based on CI topology. It then calculates the root cause score to identify probable root causes. The root cause score is used to prioritize probable root causes on the list. Its calculation is based on change requests, alerts, and CI topology, and refined using configurable filters. Dynamic alert form layout The tabs and sections that appear on the Alert form in Operator Workspace vary, depending on the type of alert that is selected. Only tabs relevant to the selected alert type appear. NLP-based alert groups Event Management uses clustering models to identify common text patterns in alerts and create alert groups. Identifying alert groups using generalized patterns Generate automated alert groups according to either a specific CI or a CI class. Create a user view in Operator Workspace Save multiple user views in the Operator Workspace dashboard. Once you save a view, you can access it in a list on the Operator Workspace dashboard. You can create the following view types: Private: Created by and visible only to the user that is logged in. Global: Created by an Event Management administrator; visible to all users. Field Service Management Field Service Contractor Management Manage contractor companies: Outsource work order tasks to third-party contractor companies by onboarding the contractor companies and their workforces. Route the work order tasks to an appropriate external assignment group from these contractor companies based on location, skills, and product models to perform the assigned tasks on your behalf. Field Service Contractor Portal: Use the Field Service Contractor Portal to manage agents and access all work order task-related information and activities in one central space. When work order tasks are outsourced to a contractor company, the external manager can do the following activities on the work order task: Onboard and offboard agents View work order task details Reassign work order task to agents Create the parts requirement Source required parts for the task Access the stockroom Track work order task progress Customer Experience for Field Service Management Notify customers of the status of their work order tasks, appointment booking, and the agent's current location through email and SMS. View work order task details to track the work orders that are raised. View the field service agent location to track the estimated arrival time and current location. Provide feedback on the agent service by rating the service and posting comments in the review comments field. Integration with Customer Service Manage appointments in Agent Workspace: Manage appointments for work orders that are created from a case in ServiceNow®Agent Workspace. Automatically close the case when related work orders are closed: Close the case automatically when all related work orders in that case are closed. Automatically update the case when each work order state is updated: Automatically update the case when the state of the related work order task is changed. Dynamic scheduling Rank agents based on the availability of mandatory parts: Rank agents based on the availability of mandatory parts required to perform the job when assigning an agent to the work order task. Prevent dynamic scheduling of rejected work order tasks: Prevent the dynamic scheduling of a rejected work order task to the same agent for the next 24 hours. Administrators or dispatchers can manually assign the work order task back to the same agent. As a field service agent, you can manually assign the work order task back to yourself. Prevent assignment of work order tasks to excluded field service agents: Prevent the dynamic scheduling of a work order task to an excluded field service agent. Administrators or dispatchers can manually assign work order tasks to an excluded agent, if required. Group assignment Preferred assignment group: Select your preferred assignment group to route the work order tasks, such as the internal group or external group. Assign tasks to groups based on required skills: Assign work order tasks to an appropriate group based on the mandatory skills required to perform the task. Assign tasks to groups based on product models: Assign work order tasks to an appropriate group based on the covered product models required to perform the task. ServiceNow® Agent mobile application Track the current location of field service agents: Track the current location of field service agents based on the actions that they perform during the field service. Search for a work order and work order task: Use a keyword to search for a work order or work order task. Search for inventory and parts: Use a keyword to search for an asset or a part. Pause a work order task: Pause the timer on your work order task when you want to take a break from the task activity and then resume work when you're available. Log incidentals: Log incidental costs such as car rental cost, mileage, and vendor cost in your work order task to track the expenditure of the work order task. Agent location history map View the location history map of your field service agents to track and review their activities over a historical period. Inventory management Specify required parts: Use the Mandatory option to specify the parts required to perform the work order task. Automatically reserve parts in the agent stockroom: Reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks. This requirement applies to all assignment types, such as manual, dynamic scheduling, and auto assignment. Automatically close transfer order tasks: Automatically close a transfer order line task when the part is received and delivered within the agent stockroom. 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. Financial Services Card Operations Credit card service requests Submit and manage requests for credit card service that you receive from customers of your financial institution. Each request type triggers a workflow that creates corresponding tasks for the credit card service case. Agents work on these cases and tasks to resolve credit card service requests. Automated workflows to facilitate rapid case resolution Quickly resolve credit card cases through workflows that are automatically triggered by credit card service requests. Related tasks are automatically triggered by selected card requests and provide customizable instructions that enable credit card, credit assessment, and document service agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Card Operations uses application administration. The application-specific admin role for Financial Services Card Operations is Credit card admin [sn_bom_credit_card.admin. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Card Operations application. This data model stores customer data and supports banking requests. Financial Services Loan Operations Business and personal loan service requests and exceptions Submit and manage requests and system-generated exceptions for all types of business and personal loan services. Each service type triggers a workflow that creates corresponding tasks for the loan service case. Agents in loan, credit, and document service teams work on these cases and tasks to resolve these loan service requests and exceptions. Automated workflows to facilitate rapid case resolution Quickly resolve loan cases and exceptions through workflows that are automatically triggered by loan service requests and APIs. Related tasks are automatically triggered by selected loan services. These tasks provide customizable instructions that enable loan, credit, and document service agents to more efficiently resolve and close cases. These workflows are built using Flow Designer. Inbound and outbound document management Manage and track all inbound and outbound documents that are used in workflows for loan operations. The Document Management service determines the documents that are required in a workflow, and it automatically generates document verification tasks for the document agent. Performance Analytics dashboards Use Performance Analytics dashboards to get an insight into how the team and business is performing. Dashboards with customizable views are available for Business Loan Operations and for Personal Loan Operations. Application-specific admin role Financial Services Loan Operations uses application administration. The application-specific admin roles for Financial Services Business Loan Operations and Financial Services Personal Loan Operations are Business Loan admin [sn_bom_loan_b2b.admin] and Personal Loan admin [sn_bom_loan.b2c_admin] respectively. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from the Now Platform® and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Loan Operations application. This data model stores customer data and supports banking requests. Data of business customers is separated from consumer data into separate tables. Financial Services Payment Operations Payment inquiries Submit and manage requests for payment inquiries that you receive from your customers and third-party banks for your financial institution. You can submit requests for Beneficiary Claim Non-Receipt or Payment in Error payment inquiries. Inquiry agents work on and resolve these payment inquiries via inquiry cases. Payment claims and debit approvals Submit and manage payment claims and debit approvals for your financial institution. Payment claims can be submitted internally from a customer of your bank or externally from a third-party bank. Claim agents determine the validity of these claims and identify the source of refund. If a refund should be paid from internal sources, claim agents create cases for debit approvals. Automated workflows to facilitate rapid case resolution Quickly resolve payment cases through workflows that are automatically triggered by payment service requests. Related tasks are automatically triggered by selected payment requests and provide customizable instructions that enable inquiry and claim agents to more efficiently resolve and close cases. Application-specific admin role Financial Services Payment Operations uses application administration. The application-specific admin role for Financial Services Payment Operations is Payment admin [sn_bom_payment.admin]. For more information, see Application administration. Financial Services Operations data model Extends and uses a combination of tables from Now Platform and the Customer Service Management (CSM) application in addition to new tables that are included with the Financial Services Payment Operations application. This data model stores customer data and supports banking requests. Flow Designer Content filtering for Flow Designer Specify what content a user can access based on the user's role. Create a flow with roles Create flows and subflows that run with specific roles. Assigning roles enables you to create user-initiated flows that run with their own roles rather than the user's roles. Create complex object templates Save complex objects as templates for use as outputs in steps or actions. Delete Multiple Records step Look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Duplicate an action or subflow Duplicate an action or subflow within a flow. Get Catalog Variables action Get multi-row variable sets when accessing ServiceNow®Service Catalog variables. Key Value Map transform function Use a transform function to return a value associated with a matching data-pill key. Send SMS action in Flow Designer Send an SMS text message to specified users or groups as an action in a flow. Submit Catalog Item Request action Create a requested item [sc_req_item] on a Service Catalog Request [sc_req]. Test a flow, subflow, or action in the background Use the Run test in background option to test a flow, subflow, or action asynchronously in background. Update Multiple Records step Look up and update multiple records as a single step. Using this step removes the need to separately look up a list of records and then process the list with a Script step. Set field values with a template or add and configure them using data pills. Update Multiple Records action Look up and update multiple records as a single action. Using this action removes the need to separately look up a list of records and then process the list with For Each flow logic. Set field values with a template or add and configure them using data pills. Use a script to check if a flow has an Ask for Approval action In an inline script or Script step, use the hasApprovals() method in the FlowAPI class to determine if a flow contains any Ask for Approval actions. Use Flow Data actions to create reusable Process Automation Designer activities Collect data from agents interacting with a Workspace playbook. Use this data to create reusable activities for process owners using Process Automation Designer. 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 GRC Dashboard Version 10.1.3: Use this integrated application dashboard to view the most recent risk and compliance aspects of the business applications that you use in your enterprise. The dashboard, available from ServiceNow®Audit Management, Policy and Compliance Management, and ServiceNow®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. SIG 2019 Support Version 10.0: 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. 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 Service Portal. A GRC Virtual Agent chatbot helps customers quickly report a risk event. The GRC Virtual Agent chatbot also assists customers by saving their time. Virtual Agent support for policy exception 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. HR Service Delivery Case and Knowledge Management Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Translations for HR cases and tasks Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language. Employee Profile table The Employee Profile (sn_employee) plugin provides an Employee Profile (sn_employee_profile) table that makes the employment start date and employment end date fields available outside of HR Service Delivery. Employee relations cases Support sensitive Employee Relations cases with tighter security and protection of privacy. You can create an Employee Relations (ER) case without adding an Opened for or Subject person. You can also create related records for allegations, interviews, and corrective actions. Employee Service Center Provide a single, unified portal for employees to get all the information, services, and help that they need. Campaigns for HR Service Delivery Provide an easy-to-use, single-page view for managing content and assembling your campaign. You can drag your stages (bundles) and content into a campaign's layout. Employee Onboarding and Transitions Automate onboarding and other employee lifecycle events that span multiple departments, which helps to improve employee satisfaction and efficiency across HR and other departments. Rescind process for a lifecycle event case Cancel and revert work done in a lifecycle event case with the rescind process. You can define rescind activities to notify employees and departments when a case is rescinded. These activities can trigger automated flows and revert work that has already been completed, such as the provisioning of equipment or the setting up of a workplace. Microsoft Azure AD integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Microsoft Azure AD integration. This integration requires the Microsoft Azure AD spoke in IntegrationHub. 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 plugin (com.sn_hr_lifecycle_ent). Sailpoint integration for new hire onboarding Automatically provision relevant applications for new hires as part of the onboarding process with the Sailpoint integration. This integration requires the SailPoint IdentityIQ for Service Catalog v2 app from the . 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 plugin (com.sn_hr_lifecycle_ent). Document Templates Create HTML and PDF document templates for generating standard letters or documents by using the Document Templates application. Multiple participants can fill, sign, and review a standard letter or a document online. HR Service Delivery Agent Workspace Integrate the platform functionality for HR agents into an easy-to-use interface. HR Service Delivery Agent Workspace Provide HR agents with a multi-tab interface for managing multiple cases and a heads-up contextual display that quickly orients them to their tasks. As an HR administrator, use guided setup to guide you through the initial configuration. You can access guided setup under HR Case Management. HR Service Delivery Agent Workspace landing page Provide a personalized and engaging experience for the HR agent. An HR agent can see high-priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes all from the landing page. HR Service Delivery Agent Workspace Playbook Provide HR agents with a singular view of Lifecycle Event cases. An HR agent can use the playbook to see the cases, tasks, time lines, and all team members who are working on the onboarding case. Employee Document Management for HR Service Delivery Agent Workspace Move employee documents from a case in HR Service Delivery Agent Workspace to Employee Document Management. Employee Document Management provides a central repository that enables quick and easy identification of documents using different sorting features. Create and upload employee documents from HR Service Delivery Agent Workspace if you have the [sn_hr_ef.document_writer] role. View all the actions that have been performed on an employee document in the Audit Trail tab. Machine learning solutions for HR Service Delivery Agent Workspace Automatically determine the correct HR service and assignment group for an HR case in HR Service Delivery Agent Workspace. Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview Consider the effort, agent availability, capacity, and skills required for HR cases and chat based on the Skill Management and Skill Determination applications. Configure Chat Setup for HR Service Delivery Agent Workspace Provide a real-time messaging system that HR agents use in HR Service Delivery Agent Workspace to interact with employees. Computer telephony integration (CTI) demo installation and configuration for HR Service Delivery Agent Workspace Provide demo data to test the phone communication channel for inbound telephone calls in a non-production instance. Machine learning solutions for HR Service Delivery Use machine-learning algorithms to automatically determine assignment groups and services for HR cases, automatically create cases from emails, and discover knowledge articles and catalog items that help in resolving HR cases. Assignment group for an HR case Automatically determine the assignment group for a case. An HR agent can transfer the case to the correct assignment group instead of spending significant time manually identifying groups for HR cases. Knowledge articles and catalog items Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center or an HR Ticket page. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and the top three catalog items to the employee. Related knowledge articles Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page. Similar knowledge articles Discover similar information across knowledge articles that are based on the short description of the HR case and the text in the Related Search Results. HR agents can see these similar knowledge articles to help resolve a case. HR Predictive Intelligence Workbench Explore pre-built common use case templates, including automatically trained models, that guide you through your predictive model implementation journey. Triage your HR cases correctly and reduce resolution time by using the pre-built template that automatically determines HR services for cases. Create and train predictive models by duplicating an existing model and selecting multiple models to test familiar data. You can also evaluate and tune the predictive models that you create. Test your predictive models to decide which ones are best to implement into your business process. Demand Insights for HR Cases Enable an HR agent to identify cases that have no or insufficient knowledge coverage. Create feedback tasks to fill the knowledge gaps for your cases. Hardware Asset Management Asset life cycle automation Keep your asset data accurate by automating the update of your asset records throughout the asset's life cycle. Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs. Hardware Asset dashboard Get a comprehensive view of your hardware assets through the entire asset life cycle. You can get insights into your asset inventory, disposal status of assets, approaching time lines for end of life stages, and pending purchase orders. Hardware model normalization Get visibility and control of your hardware models and assets throughout your IT environment. You can use the hardware library and normalization rules to gauge your hardware assets and plan for a refresh when an asset approaches its end of life. You can also normalize details, such as the manufacturer, product, model, and device type of your hardware and consumable models. Auditing your asset inventory Conduct scheduled or unplanned audits of your stockrooms and other locations such as offices or datacenters. You can use the ServiceNow® Agent mobile app to scan hardware assets for the audit. You can also view detailed audit results to see the assets that are expected at the location and the assets that are found. Quick start tests for Hardware Asset Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Hardware Asset Management still works. If you customized Hardware Asset Management, copy the quick start tests and configure them for your custom