Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Quebec release notes
Table of Contents
Choose your release version
    Home Quebec Release Notes Quebec release notes Learn about Quebec Release notes for upgrading from Paris Release notes summaries for Quebec features Changes to Quebec features and products

    Changes to Quebec features and products

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Changes to Quebec features and products

    Cumulative release notes summary on changes to Quebec features and products.

    Existing ServiceNow products were updated and changed in Quebec. This includes the renaming of certain buttons or features.
    Application or feature Details

    API

    Table 1. Changed scoped classes
    Class Methods
    DynamicTranslation isEnabled()

    Added batchDetection and batchTranslation parameters to the return results.

    GlideAggregate addAggregate()

    Added support for standard deviation (STDDEV) aggregate.

    GlideExcelParser parse()

    Added option to set the input source using the setSource() method instead of requiring an input stream. Setting the input source enables parsing the same Excel document multiple times to run a separate parse on each worksheet.

    GlideRecord
    • getValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method returns clear text values from encrypted fields.
    • setValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method can insert encrypted data into encrypted fields.
    IdentificationEngine createOrUpdateCI(), identifyCI(), createOrUpdateCIEnhanced(), and identifyCIEnhanced()
    Added the following optional input parameters:
    • input.relations.sys_rel_source_info
    • input.relations.sys_rel_source_info.source_name
    • input.relations.sys_rel_source_info.source_feed
    Added the following output parameters:
    • <String>.items.info
    • <String>.items.info.ruleSysId
    • <String>.items.info.code
    • <String>.items.info.message
    • <String>.additionalCommittedItems.info
    • <String>. additionalCommittedItems.info.ruleSysId
    • <String>. additionalCommittedItems.info.code
    • <String>. additionalCommittedItems.info.message
    Table 2. Changed global classes
    Class Methods
    ClassificationSolution getAllNames()

    Now accepts optional JSON parameter to assign names to a label, domain, or scope.

    ClusteringSolution ClusteringSolution()
    New and updated properties in the input parameter object:
    • algorithmConfig.algorithm – New "hdbscan" option
    • algorithmConfig.minimumSamples
    • clusterConcept
    • clusterConceptFieldNames
    • groupUnclusteredRecords
    ClusteringSolutionStore getAllNames()

    Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

    ClusteringSolutionVersion getClusterInfo() – Now accepts an optional JSON property options.recSysId to find a cluster by record sys_id.

    getTopNPurityInfo() – New method for retrieving the top purity results for a clustering solution.

    EncoderStore getAllNames()

    Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

    GlideAggregate addAggregate()

    Adds support for the standard deviation (STDDEV) aggregate.

    GlideRecord
    • getValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method returns clear text values from encrypted fields.
    • setValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method can insert encrypted data into encrypted fields.
    IdentificationEngineScriptableApi createOrUpdateCI(), identifyCI(), createOrUpdateCIEnhanced(), and identifyCIEnhanced():
    Added the following optional input parameters:
    • input.relations.sys_rel_source_info
    • input.relations.sys_rel_source_info.source_name
    • input.relations.sys_rel_source_info.source_feed
    Added the following output parameters:
    • <String>.items.info
    • <String>.items.info.ruleSysId
    • <String>.items.info.code
    • <String>.items.info.message
    • <String>.additionalCommittedItems.info
    • <String>. additionalCommittedItems.info.ruleSysId
    • <String>. additionalCommittedItems.info.code
    • <String>. additionalCommittedItems.info.message
    PredictabilityEstimateStore getAllNames()

    Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

    RegressionSolutionStore getAllNames()

    Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

    SimilaritySolutionStore getAllNames()

    Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

    Table 3. Changed client classes
    Class Methods
    DynamicTranslation isEnabled()

    Added batchDetection and batchTranslation parameters to the return results.

    Table 4. Changed REST APIs
    Class Methods
    Case API GET /sn_customerservice/case/{id}/activities

    Added the optional query parameter sysparm_activity_type to the endpoint.

    PUT /sn_customerservice/case/{id}

    Added the optional query parameters sysparm_get_case_details and sysparm_display_value to the endpoint.

    GET /sn_customerservice/v1/case/field_values/{field_name} and GET /sn_customerservice/v1/case/{id}/field_values/{field_name}

    Added the optional query parameter sysparm_reference_field_columns to the endpoints.

    GET /sn_customerservice/case and PUT /sn_customerservice/case/{case_id}

    Added the optional query parameter sysparm_fields to the endpoints.

    Continuous Integration/Continuous Delivery (CI/CD) API POST /sn_cicd/app_repo/install and POST /sn_cicd/sc/apply_changes

    Updated to support application customizations. For details, see ServiceNow application repository.

    CSM Attachment API GET /now/attachment_csm, GET /now/attachment_csm/{sys_id}, POST /now/attachment_csm/file, POST /now/attachment_csm/upload
    Added the following return results:
    • created_by_name
    • updated_by_name
    Identification and Reconciliation API POST /now/identifyreconcile, POST /now/identifyreconcile/enhanced, POST /now/identifyreconcile/query, and POST /now/identifyreconcile/queryEnhanced:
    Added the following optional input parameters:
    • input.relations.sys_rel_source_info
    • input.relations.sys_rel_source_info.source_name
    • input.relations.sys_rel_source_info.source_feed
    Added the following output parameters:
    • <String>.items.info
    • <String>.items.info.ruleSysId
    • <String>.items.info.code
    • <String>.items.info.message
    • <String>.additionalCommittedItems.info
    • <String>. additionalCommittedItems.info.ruleSysId
    • <String>. additionalCommittedItems.info.code
    • <String>. additionalCommittedItems.info.message

    Advanced Risk

    Changes on the Risk form
    When users enable the Migrate to Advanced Risk Assessments property, the risk form has a new view. Also, the legacy tabs are no longer visible and new fields and sections, such as Inherit from risk statement and Assessment Summary, are available.
    Changes on the Entity form
    When users enable the Migrate to Advanced Risk Assessments property, the Entity form has a new view and the legacy tabs are no longer visible.

    Advanced Work Assignment

    AWAMessaging Dashboard
    View metrics from Advanced Work Assignment Advanced Analytics that are related to messaging channels in dedicated dashboards.
    Configuring queues for external routing
    Define chat and messaging queues and configure them for external routing.
    Configuring Inbox audio alerts
    Customize Inbox audio alerts.

    Agent Client Collector

    Credential requirements for policy checks
    Policy checks require credentials only in specified circumstances.

    Agile Development 2.0

    Scrum program planning board changes
    Toggle the dependency lines between stories on the scrum program planning board on or off from the configuration panel (Configuration panel icon). Earlier, these dependency lines were toggled using the dependencies icon (dependencies icon).

    Application Management

    Filter options
    These categories in filter options are renamed:
    • The Managing category is renamed to Obtained.
    • The Pricing category is renamed to Price.
    • The Licensing category is renamed to License Status.

    Application Portfolio Management

    Technology Portfolio Management
    With Technology Portfolio Management (TPM), you can now do the following:
    • Add the full version of a software product in the software product life cycle when associating an application service to a software model.
    • Retrieve the risk that is calculated based on both the software model and the version added in the application service software model.
    • Identify the software model by its name and full version in the By Business Application, By Product Classification, and By Software Model views in the TPM timeline screen.
    • View the software model in the By Product Classification view in terms of the software product model. Expand the software product model group to view all the versions associated with the model.
    Access Control List (ACL) for APM reports
    You can restrict access to data on the Business Application [cmdb_ci_business_app] and Indicator Score [apm_app_indicator_score] tables.
    APM Guided Setup changes
    APM Guided Setup is updated with additional steps that help you configure the Business Application form. Application managers can provide risk and control information for a business application by using a risk assessment questionnaire or a control attestation survey.

    Asset Management

    Updates to the sourcing task and transfer order
    The sourcing task now includes the inventory from the requester's local stockroom. Also, you can now use the transfer order to perform bulk orders.

    Audit Management

    Audit engagement date changes
    The date fields of the Engagement form have changed.

    Automated Test Framework (ATF)

    Automated Test Framework scope management
    The Copy Test and Copy Test Suites actions are allowed only if the current scope matches the scope of the record being copied.
    Reference and record picker
    Use custom UI steps to manipulate the values of the sn-reference-picker and sn-record-picker angular directives.

    Business Continuity Management

    Business Continuity Planning
    Version 2.0.1: Plan assets are defined in an exclusive Scope tab and not in the Assets in Scope pane of the Overview tab.
    Crisis Management
    Version 2.0.1: Activated plans and event tasks have been removed from the Details tab of an event and moved under the Impacts tab.

    Cloud Insights

    AWS spend reports include taxes and fees
    Earlier releases did not include taxes and fees.
    Microsoft Azure supports multiple currencies
    All system currencies are supported.

    Cloud Provisioning and Governance

    Changes to ITOM subscriptions
    The following licensing changes were made in the Now Platform for the IT Operations Management products:
    • License counting and reporting per domain:

      You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

    • Exclusion of desktop and PaaS-Managed virtual machines:

      You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

    • ITOM Discovery:

      ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

    • ITOM Optimization:

      The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

    • Health Log Analytics:

      If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

    Cloud recipes for enterprise workloads and Day-2 Operations
    Multi-cloud recipes provide ready-to-use content for typical cloud deployment and for common operations scenarios across cloud platforms. Base system configurations are available in the ServiceNow® Developer Site > Share > Cloud Management recipes. The content includes popular update sets, utilities, and catalog items for easy provisioning.
    Cloud Insights Integration
    • Use Cloud Insights even if you have configured a billing schedule and have billing data in Cloud Provisioning and Governance.
    • If your Cloud Provisioning and Governance instance on the Now Platform is domain-separated, you can continue to use the Cloud Provisioning and Governance billing capabilities without being redirected to the Cloud Insights home page.
    • If you have activated the Cloud Insights (sn_clin) plugin, then you are automatically redirected to the Cloud Insights home page by navigating to Cloud Admin portal > Analyze > Billing. The Cloud User Portal Overview page now has a View Resources widget which redirects you to the Cloud Resources view.

    Configuration Management Database (CMDB)

    Non-dependent relationships

    CMDB tracks source information for non-dependent relationships, such as the source name, in the Relationship Sources [sys_rel_source] table. You can use Information in that table to decide whether it is safe to delete a non-dependent relationship.

    For example, a discovery source that is attempting to delete a non-dependent relationship can confirm the following:
    • There are no other data sources for that relationship.
    • The relationship was not updated for some specified length of time and therefore is no longer needed and is safe to delete.

    When a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table, all corresponding records in the Relationship Sources [sys_rel_source] table are automatically deleted.

    Parent-child relationships between application services
    When configuring relationships between an application service and other CSDM components, you can add a parent relationship to another application service. Parent-child relationships between application services create hierarchies of application services that can be used, for example, in platform host and platform application deployments.
    Enhanced CI relationships discovery

    In the base system, the Suggested Relationship [cmdb_rel_type_suggest] table details the relationship types that are appropriate for a CI type, based on its class. ITOM Visibility, if available, uses enhanced discovery patterns to identify and add CI relationships to the Suggested Relationships table. As a result, the CI Class Manager contains a more comprehensive view of CIs and their relationships.

    Also, if you are integrating third-party data into the CMDB, use information stored in the Suggested Relationships table to select relationships that are in compliance with Common Service Data Model (CSDM) standards.

    Customer Service Management

    Case types
    When creating a case of a specific type, agents can use the fields on the Case Type Selector pop-up window to select available categories, case types, and subtypes.
    Lookup and verify
    In CSM Configurable Workspace, the lookup and verify feature is available in the Agent Assist panel.
    CSM query rules

    Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM-related tables, are stored in a metadata table.

    Playbook enhancements
    Use the simplified playbook UI experience in Workspace and use multiple playbooks on a parent record. For more information about playbook enhancements, see ​Workspace release notes.
    Customer Service Virtual Agent conversations
    Create Virtual Agent conversation topics with names similar to the pre-defined conversation topics for Customer Service. To distinguish topics, the name of a pre-defined conversation topic is appended with the suffix (Template).
    Configure the Customer and Consumer Service Portals
    The following enhancements are made to the Customer and Consumer Service Portal pages:
    • Enable HTML editor while creating a case.
    • Configure the CSM standard ticket page.
    • A case is rejected only when a user enters the reason for rejection.
    • Users cannot add comments to a case in closed state.
    • Hide system-generated emails from the activity stream.

    Data archiving

    Reduce archiving configurations
    Implemented automatic refilling of the archiving queue. Now, large tables that need to initiate archiving don't need to wait for hourly increments for the archiving to begin.

    DevOps

    Job notification tasks in the Azure DevOps extension
    Job notification tasks in the ServiceNow DevOps extension for Azure DevOps are no longer required.
    Retry policies added to DevOps flows
    Retry policies have been added to all outbound communication from DevOps flows.
    Pipeline UI changes

    Pipeline UI steps are shown in the order they ran instead of the order configured in DevOps pipeline steps.

    Version 1.20: The end time in the Pipeline UI signifies the time when the pipeline finished running, not necessarily when pipeline was completed.

    Version 1.21: Commits reverted in the same pipeline execution are not shown in change request and artifact version commit lists.

    Change in version field for plan payload
    Version 1.24: The version field in the plan payload has been changed from required to optional.

    Edge Encryption

    Java Support
    Install the Edge Encryption proxy server with Java 11. Applicable for both Linux and Windows installations, Edge Encryption proxy server hosts must maintain supported versions Java 11.0.6 or later.
    Edge Encryption upgrades
    Ensure a successful Edge Encryption proxy server upgrade by scheduling an automated upgrade workflow. Receive early and verbose upgrade logging information from a series of predefined health checks. Failure reasons are captured in a single location on the instance. In addition, because pre-upgrade checks are run, failures will not cause any downtime.

    Event Management

    Common Service Data Model (CSDM)
    • Use a new table for topology based correlation instead of suggested relations. Take full control of the relations from a dedicated location.
    • Perform Impact Analysis on application services without CIs. Create application services without CIs, bind alerts to the application services, and ensure that the severity is reflected accurately.
    Alert form changes
    The alert form in ServiceNow®Operator Workspace has been enhanced, including the addition of the CIs in group tab, which displays all the CIs in a given alert group.

    Financial Services Operations Core

    Install Financial Services Operations Core application independently
    You can now install the Financial Services Operations Core application independently. This application installs the data model for using a basic financial services configuration.

    Financial Services Payment Operations

    Debit transaction label change
    The Debit transaction field is renamed to the Receiving transaction field.
    The Sender transaction, Receiving transaction, and Claim transaction fields support multiple transactions.

    Flow Designer

    Check out Flow Designer's new look
    See what's new with Flow Designer. Experience condensed information in the action picker, redesigned If, Else, and Else If flow logic, and an overall modernized look and feel.

    Governance, Risk, and Compliance

    Changed assignments to GRC Business User role

    In GRC: Profiles (Version 12.0.5), the GRC Business User role is now assigned to any user account that performs a GRC operation for licensing purposes. Those users are added to the GRC: Business User group. You can remove this role from users as needed.

    GRC: SOX reports

    Version 10.0: Use SOX content in GRC components, such as entities, control objectives, audit tasks, and so on. The layout and view of existing SOX reports have been improved. New features and capabilities have been added to ServiceNow® Policy and Compliance Management and ServiceNow® Advanced Risk.

    Guided Application Creator

    Workspace creation is removed
    Previously, you could make your custom application available in workspace, mobile, or classic. Now, you can select only mobile or classic.
    Added entry point for Guided Application Creator
    Previously, selecting New from the list view of the Custom Applications [sys_app] table displayed the legacy application creator. Now, the button opens Guided Application Creator.

    HR Service Delivery Case and Knowledge Management

    Use response templates for HR Service Delivery
    Use multiple channel type configurations and have specific response templates for emails, chats, and HR cases. Rich text is supported when creating text for a response template.
    Create a reminder in HR Agent Workspace
    Flag an HR case to later review or handle.
    Use At a Glance for HR Service Delivery Agent Workspace
    View HR profile information while on a case or interaction. You do not have to navigate to an HR profile.
    View SLAs for HR Service Delivery Agent Workspace
    View active SLAs on the sidebar. You do not have to open the ribbon on an HR case.
    Create a custom My List for HR Service Delivery Agent Workspace
    Create your own My List or use one from an existing list. You do not have to ask an administrator to create a list for you.
    Create a work note or comment in HR Agent Workspace
    Create a work note or a comment from an activity stream. The Comments and Worknotes journal fields were combined and moved to a new form section on an HR case.
    View emails sent to the opened for person or to the subject person
    View automated notifications and emails that are sent to the opened for person or to the subject person.

    HR Service Delivery Enterprise Onboarding and Transitions

    Employee requests from lifecycle events
    Open, track, and update requests from within a lifecycle event case. Administrators can include an HR service or catalog request to activity sets for different people who are associated with specific activities. All requests made from a lifecycle are associated to the parent lifecycle event case.
    Flow activity parameters
    Pass values to the input parameters of a subflow from a flow activity type. Values are passed dynamically during flow execution. You can do the following:
    • Trigger any subflow.
    • Identify when parameters are required or optional.
    Lifecycle event triggersLifecycle event triggers

    Create lifecycle event triggers using the ServiceNow® Flow Designer feature. Eliminate the need for administrators to create business rules for lifecycle event triggers.

    Hardware Asset Management

    Updates to the sourcing task
    The sourcing task now includes the inventory from the requester's local stockroom.

    ITOM Health

    Changes to ITOM subscriptions
    The following licensing changes were made in the Now Platform for the IT Operations Management products:
    • License counting and reporting per domain:

      You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

    • Exclusion of desktop and PaaS-Managed virtual machines:

      You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

    • ITOM Discovery:

      ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

    • ITOM Optimization:

      The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

    • Health Log Analytics:

      If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

    ITOM Optimization

    Cloud Insights Integration
    • Use Cloud Insights even if you have configured a billing schedule and have billing data in Cloud Provisioning and Governance.
    • If your Cloud Provisioning and Governance instance on the Now Platform is domain-separated, you can continue to use the Cloud Provisioning and Governance billing capabilities without being redirected to the Cloud Insights home page.
    • If you have activated the Cloud Insights (sn_clin) plugin, then you are automatically redirected to the Cloud Insights home page by navigating to Cloud Admin portal > Analyze > Billing. The Cloud User Portal Overview page now has a View Resources widget which redirects you to the Cloud Resources view.
    Changes to ITOM subscriptions
    The following licensing changes were made in the Now Platform for the IT Operations Management products:
    • License counting and reporting per domain:

      You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

    • Exclusion of desktop and PaaS-Managed virtual machines:

      You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

    • ITOM Discovery:

      ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

    • ITOM Optimization:

      The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

    • Health Log Analytics:

      If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

    ITOM Visibility

    Performance improvements in Service Mapping
    Service Mapping does not automatically display maps for large application services. You can choose to display the list of CIs instead of the map for a large service. Loading maps for large application services may cause performance issues. By default, application services that contain more than 3000 CIs are considered large application services.
    Changes to ITOM subscriptions
    The following licensing changes were made in the Now Platform for the IT Operations Management products:
    • License counting and reporting per domain:

      You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

    • Exclusion of desktop and PaaS-Managed virtual machines:

      You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

    • ITOM Discovery:

      ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

    • ITOM Optimization:

      The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

    • Health Log Analytics:

      If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

    Configuring tag-based discovery
    You can fine-tune tag-based discovery and control what CIs become part of the application services. You can Include CIs based on classes or exclude CIs based on their installation status. You can also control which CIs Service Mapping are included into application services by modifying the CI relationships used for tag-based discovery.
    Enhanced CI relationships discovery
    ITOM Visibility uses enhanced discovery patterns to identify and add CI relationships to the Suggested Relationships table. As a result, you can view a more comprehensive information about CIs and their relationships in the CI Class Manager. Service Mapping uses identified relationships to create CI connections and CI inclusions in application services. To comply with the Common Service Data Model (CSDM) standard in integrated deployments, use data from the Suggested Relationships table to create CI relationships.
    Credential Alias
    Credential Alias is now supported for both probes and discovery patterns. If a credential alias is defined for a schedule, the schedule ignores any previously existing credential affinity between the credential and the target. The target is discovered in a schedule that uses that credential alias.

    ITSM Agent Workspace

    Related lists are refreshed on the Incident form
    The Refresh Impacted Services/CIs UI action refreshes the Business Applications, Service Offerings based on the affected CIs and Impacted Services/CIs related lists.
    Related list on the Incident form
    The Interactions related list is renamed as the Interaction Related Record related list.
    Modified the supported tables for the copy functionality on the Incident form
    The supported tables include the Service Offerings (task_service_offering) and Business Applications (task_cmdb_ci_business_app) tables.
    Modified view of related lists
    If you activate the Hardware Asset Management (sn_hamp) plugin, the Affected CIs and Impacted Services/CIs related lists display the Asset action and Swapped CI fields. You can also open the cards and add the action taken for any CI. If any CI is replaced, you can mention the item with which it is replaced in the Swapped CI field.

    Incident Management

    Copy functionality enhancement
    Use the com.snc.incident.copy.related_lists property to support the Service Offerings (task_service_offering) and Business Applications (task_cmdb_ci_business_app) tables along with the default tables.
    TCM email enhancements
    Configure the To field as an optional field in the Compose Email form. You can include the recipients in either the To or Cc/Bcc fields to send an email from a task record.

    Knowledge Management

    Embedding videos in knowledge articles
    Embed videos in the HTML fields of an article body even when the HTML sanitizer is enabled. The markups in the HTML sanitizer were updated to prevent videos from being automatically removed.
    Knowledge Management dashboard improvements
    Track trends of knowledge searches and article views and measure search effectiveness for unauthenticated users by using new reports and metrics available on the Knowledge Management dashboard.
    Unauthenticated user diagnostics for knowledge bases
    Identify knowledge bases that are accessible to unauthenticated users based on user criteria and the system property settings.
    Default data retention policy for View logs
    Keep your Knowledge Use [kb_use] table records for one calendar year.

    MID Server

    MID Server OSHI library replaces Sigar for CPU Monitoring
    To provide improved data on CPU usage, the OSHI library replaces the Sigar library for CPU Monitoring on MID Servers.
    MID Server self-signed certificate migration for JRE updates
    For JRE updates after upgrading to Quebec, the MID Server migrates existing self-signed certificates in the JRE TrustStore to the new JRE version's TrustStore. When these certificates are migrated, their aliases are prepended with the string "snc_". During the Quebec upgrade, as with previous JRE updates, the new JRE will overwrite the existing JRE TrustStore.
    Windows MID Server Installer
    Windows MID Server Installer no longer supports installation on 32-bit systems. Windows 32-bit MID Servers will be deprecated in the Rome release as part of the migration to 64bit MID Servers.

    Mobile

    Expanded Mobile Studio copy functionality
    Save time when developing mobile applications by making copies of existing components. In addition to list applets, you can now create copies of the following mobile components in Studio:
    • Applet launchers
    • Data items
    • Form applets
    • Map applets
    Mobile Studio UI Updates
    Learn about the updates to the Studio user interface to make cross scope configurations and URL function configuration easier:
    • Items from other scopes are visible in read-only mode to allow cross-scope configuration.
    • URL smart button configuration UI enables you to configure parametrized URLs.
    • You can now configure URL functions on list item function instances.
    • Four new icons are available in the applet icon picker.
    Activity stream redesign
    Use the redesigned activity stream where your users can get an improved usability experience:
    • Use the action ribbon within a record to provide a quick access to various actions, like upload documents, add images, and take photographs.
    • Wide screen support for images and videos that optimize the appearance of graphical displays.

    Natural Language Understanding

    Model creation update
    In previous releases, NLU models were built in ServiceNow® Studio using the NLU model builder. In this release, NLU models are built in the NLU Workbench. For more information, see Create an NLU model
    Performance dashboard update
    In previous releases, the NLU Performance dashboard was used to monitor correct, incorrect, and skipped intent predictions. In this release, this data is tracked in a new dashboard in the Performance section of the NLU Workbench.
    NLU entity rename
    In this release, list entities are now referred to as mapped entities.

    Notifications

    Parsing an email thread
    Parse the most recent email in an email thread by using Email Reply Separators.
    Recipient configuration
    Use the To is Optional field on the Email Client Configuration form to send an email even without a recipient.
    Recipient qualifiers
    Use the Prefix Search option in the Query Configuration related list to find the desired recipient. Selecting the Prefix Search option displays the Last Name Field list with options to filter the recipient's name.

    Now Experience Components

    Table 5. Changed components
    Component Description
    Activity Stream Activity stream provides these enhancements:
    • Side-by-side composing
    • Email replies supported in the context of activity stream
    • Sorting by newest to oldest and oldest to newest
    • New filter categorization for post types
    • New interaction patterns for filtering, pill dropdowns, and pill toggles
    • New Filter Sets – First set: Conversation filter
    • New Flag post feature and ability to filter by flagged posts
    • New visual design throughout
    Alert Additional height and ARIA properties for accessibility.
    Bar chart Bar chart provides these enhancements:
    • Long x-axis labels wrap when the container shrinks.
    • Long x-axis labels truncate when the container shrinks.
    • Users can select multiple data points that persist until cancelled.
    Content Tree Content tree provides these enhancements:
    • Additional status elements for nodes, such as an icon, presence icon, or badge
    • Three types of collapse triggers: chevron, caret, and plus or minus symbols
    • Two different node sizes: small and medium
    • Option to highlight parent of selected child node
    • Three different overflow options for long labels: scroll, truncate with an ellipsis, or wrap to the next line
    Dropdown Dropdown provides these enhancements:
    • A search field to search both primary and secondary values of list items.
    • A secondary dropdown for general use cases or non-primary actions.
    • Avatars can now be used to identify list items.
    • Progressive loading of list items instead of all items loading at once.
    Pill Includes a property to add tooltip content.
    Time series chart Time series provides these enhancements:
    • Long x-axis labels wrap when the container shrinks.
    • Long x-axis labels truncate when the container shrinks.
    • Users can select multiple data points that persist until cancelled.
    • Series label annotations show desired ranges for any series or bands.

    Password Reset

    Support for Virtual Agent
    Password Reset supports the secure handling of passwords in ServiceNow® Virtual Agent. Passwords are obfuscated in logs and during user input and conversation processing.

    Performance Analytics

    Improvements to security
    You can rely less on roles and more on access control lists (ACLs) to secure Performance Analytics.
    • On new instances, you no longer need the pa_viewer role to view the following items. Instead, indicator and breakdown ACLs are respected:
      • Analytics Hub
      • Text Analytics widgets
      • KPI Details
      • Breakdowns on workbench widgets
    • Performance Analytics widgets: In general, Performance Analytics widgets follow indicator and breakdown ACLs.
    • Targets and Thresholds: On the Analytics Hub, no roles are required to create personal targets and thresholds.
    Support for visualization options in KPI Details for workspaces
    You can now adjust targets, trendlines, forecasting, and comments in KPI Details.
    • Create and edit KPI Details targets.
    • Modify KPI Details thresholds.
    KPI Signals is active by default
    You no longer have to activate the KPI Signals (com.snc.pa.kpi_signals) plugin. It is active by default. An admin can disable it.
    KPI Signals sends email notifications
    As a responsible user, you can receive email notifications about new or unresolved signals, anti-signals, or any actions taken on signals. You no longer have to open KPI Signals and manually check each KPI for signals.
    KPI Signals supports automated detection jobs
    To support notifications, the KPI Signals application provides automated signal detection jobs. For formula indicators, you can modify the jobs to line up with the data collection jobs for the contributing indicators.
    Improved indicator targets on Analytics Hub
    When you set a target for an indicator on the Analytics Hub, you can now do the following:
    • Set a start date in the future.
    • Set a review date on which to consider updating the target.
    • Set the target as an improvement on the average score or on the previous target. You can set the improvement as a percentage.
    Improved Analytics Q&A suggestions
    When you use Analytics Q&A, the suggestions from previous searches are now shown together with the suggested indicators, tables, and columns.
    Contributing indicators in formula indicator records
    Formula indicator records now include a Contributing indicators related list. Use this list to navigate to the indicators that are used in the formula or to their indicator sources. If you include another formula indicator in the formula, both that indicator and its contributing indicators are listed.
    Breakdowns in breakdown source records
    Breakdown source records now have a tab that lists the breakdowns that are based on that source. You can create a breakdown while in this list. The list works like the Indicators list on indicator source records.
    Element filters support related list conditions
    When you create an element filter, you can now include conditions on a related field in a different table than the table in the breakdown source.
    Breakdown mappings and indicators in script records
    Script records now have tabs that list the breakdown mappings and indicators that use the script. You can create a breakdown mapping or an indicator while you are in these lists. The lists work like the Indicators list on indicator source records.
    Indicator forms show application fields
    By default, you can now see the application that the indicator belongs to.
    Enhancements to the data visualization component configuration in workspaces
    The data visualization component configuration adds more options and an enhanced user interface.
    For the user interface, the Display settings and Component settings sections have changed. They include the following:
    • A Data update settings section is added, making relevant settings easier to navigate.
    • The Style tab is renamed to Presentation.
    The following styling options are added:
    • Show or hide a visualization component header on a landing page, along with its label and icons.
    • Change score sizes of single score visualizations.
    • Set default, palette, or single color options for data display.
    • Sort on categories in bar, pie, and donut visualizations based on table data sources.
    • Define data label positions and show labels that overlap on bar visualizations.
    • The following enhancements are made to pie, donut, and single score visualizations:
      • The metric label name is displayed near the metric value.
      • Legend percentages are shown along with values.
      • Data labels are shown as only percentages, as values, or as both.

    The following configuration options are new:

    • Configure the use of indicators as data sources by role:

      The par_vis_config.data_source.can_select_indicator system property enables an administrator to allow specified user roles to select indicators as data sources from the Data Visualization Configuration panel. See Available system properties.

    • Apply dynamic filtering for breakdowns:

      When filtering on breakdown elements, you can apply the [is (dynamic)] filter option. This option shows personalized data applicable only to the person viewing the visualization. Element filter options include: "One of my groups," "Groups I manage," and "Me". To understand the concepts behind applying dynamic filtering for breakdown elements, see Personalized visuals.

    • Show scores that do not match breakdown elements:

      When you select an indicator as the data source, you can filter the results by breakdown and breakdown element. If you have the Label for unmatched field defined on the breakdown source for a selected breakdown, this label appears in your choice of Elements. Select the label to display scores that do not match any of the elements. This option helps provide views into whether you need to create additional breakdowns or adjust data values.

    • Show real-time score for single score visualizations:

      Enable the Real time update option for a score visualization. Enable the Show score update time option to display the timestamp of when a score was last updated.

    • Show forecast ranges:

      Enable the Show forecast range option to view forecast ranges for time series visualizations based on indicators.

    • Follow filters for a workspace:

      Enable the Follow filters option to display visualizations with the filters that are set for the workspace.

    • Drill down into visualization values data:

      Set the Enable drilldown option to allow users to click a visualization value to display its data subset.

    • Use multiple data sources:
      Add multiple data sources of the same type for time series and bar visualizations. Configure the following:
      • Individual renaming of data sets.
      • Time series visualization type per metric.
      • Metric and Trend by fields for each source.
      • Y axes used per metric for time series visualizations.
      • Maximum number of groups for multiple data sources. The maximum is either based on the first metric's setting or set individually per source.

    Policy and Compliance Management

    Issue Management enhancements
    (Version 12.0.0) Various enhancements, including the following.
    • email notifications for issue managers
    • ability for issue managers to review issue owner responses
    • ability to create issues on policies and authority documents
    • select issue ratings that populate the due date based on configured time frames
    • create SLAs based on due date and due date reminder email notifications
    • capture the issue confirmed date when an issue is confirmed through issue triage, or when a new issue is moved to the Analyze state
    Policy acknowledgement enhancements
    (Version 12.0.0) Various enhancements, including the following.
    • set up the frequency of acknowledgement campaigns per policy
    • schedule acknowledgement campaigns automatically based on frequency
    • send out acknowledgement tasks to newly-added users in the audience for an ongoing campaign
    • cancel acknowledgement tasks for users removed from the audience for an ongoing campaign
    • extend the due date for newly-added users
    • define a warning that a campaign will be cancelled due to an associated policy being retired
    • define several types of email notifications for audience members and campaign owners

    Predictive Intelligence Workbench

    Use Case Templates page
    Modified to include a faceted filter section and template layout.

    Improved exploration of available use case templates with a linear display of the template cards.

    Added the default sort action Recommended to sort use case templates in this order: Guided Setup templates, followed by Classic Pretrained Setup templates, and then Classic Setup templates. You can also sort by A-Z or Z-A.

    Showcase the business value of implementing pretrained use cases by selecting the check boxes in the Business Value faceted filter section. Pretrained use cases that meet the selected business value criteria are sorted at the top of the use case template list.

    Use cases - All page
    Modified to include a faceted filter section and use case layout.

    Added a default sort option to show use cases that require immediate attention. The sort option shows integrated underperforming use cases first and indicates the training state, for example, In Progress, followed by integrated normal performing use cases that don't require attention.

    Tuning page is updated to show borders around editable table cells
    Double-click in an editable table cell on the Tune: New Model page to customize your model precision and coverage percentages. Editable table cells contain a border.
    Notification email for underperforming models
    The email notification script has moved from Performance Analytics to a custom Predictive Intelligence Workbenchscript. The script runs daily and checks if a model is underperforming using the Predictive Intelligence API. The sysevent_email_action script is updated to send notifications when the underperforming value for a model is set.
    Model record page is changed to Model details page
    The Model record page is renamed to the Model details page and relevant model version information is added.

    Problem Management

    Improved problem workflow
    If you cannot fix a problem without doing more analysis, then you can reanalyze the problem by moving it from the Fix in Progress state back to the Root Cause Analysis state. The functionality is available for any user with a problem coordinator role or a higher role. Previously, you could go to the Root Cause Analysis state only from the Resolved state.

    Reporting

    Aggregation for minimum and maximum values
    Show the maximum or minimum value for each segment of a report. For example, when you apply the maximum aggregation to incidents grouped by priority, you can see the incident with the highest business duration in each priority.
    Reporting, filtering, and sorting on Variables and Questions
    • Report on questions using any report type which supports grouping, stacking, columns, and rows.
    • Filter on the Variables and Questions fields in the condition builder.
    • Sort by the Variables and Questions fields from the Add Sort option in the reports filter.
    Dot-walking on sorting
    Access sorting on fields from extended tables, and configure the order of reference fields by dot-walking. The Add Sort option in the reports filter enables you to dot-walk one level to applicable fields.
    Enhancements to the data visualization component configuration in workspaces

    The configuration of the data visualization component has more styling and data handling options along with an enhanced user interface.

    For the user interface, the Display settings and Component settings sections have changed. They include the following:
    • A Data update settings section is added, making relevant settings easier to navigate.
    • The Style tab is renamed to Presentation.
    The following styling options are added:
    • Show or hide a visualization header on a landing page, along with its label and icons.
    • Change score sizes of single score visualizations.
    • Set default, palette, fixed element, single color, or color rule options for data display.
    • Sort on categories in bar, pie, and donut visualizations based on table data sources.
    • Define data label positions and show labels that overlap on bar visualizations.
    • Enable the Show zero option to display a score of '0' for scores without data. This option applies for single score visualizations which have no data for a selected source or condition. This option overrides the default "No data available" display.
    • In pie, donut, and single score visualizations, metric label names are shown near the metric value.
    • The following enhancements are made to pie and donut visualizations:
      • Legend percentages are shown along with values.
      • Data labels are shown as only percentages, as values, or as both.
    The following data options are new:
    • Dot-walking on conditions and fields:

      You can dot-walk on the condition builder for filters and on the Metric, Group by, and Trend by fields.

    • Show real-time scores for single score visualizations:
      • Enable the Real time update option for a score visualization. Enable the Show score update time option to display the timestamp of when a score was last updated.
      • Set the Live refresh rate option to choose the refresh frequency of a visualization's score. An administrator can also configure the minimum interval for the live refresh rate with the par_vis_config.live_refresh_rate_min_value system property. See Available system properties.
    • Aggregate on FX currency fields:
      For visualizations based on a table source which has FX currency fields, the Show value in option enables you to aggregate on the following:
      • Reference currency: Show values converted to a reference currency that other currencies are converted to.
      • Actual amount: Show actual values as entered in the original user's local currency.

      Using reference values that are expressed in multiple currencies is not supported. For information on FX currency concepts, see FX Currency values in reporting.

    • Show distinct count aggregations for the document ID field:

      When using a table source which contains the document id field, you can select to aggregate data by the Count distinct option from the Metric field. For more information, see Document ID field.

    • Follow filters for a workspace:

      Enable the Follow filters option to display visualizations with the filters that are set for the workspace.

    • Drill down into visualization values data:

      Set the Enable drilldown option to allow users to select a visualization value in order to display its data subset.

    • Show multiple data sources:
      Add multiple data sources of the same type for time series and bar visualizations. Configure the following:
      • Individual renaming of data sets.
      • Time series visualization type per metric.
      • Metric and Trend by fields for each source.
      • Y axes used per metric for time series visualizations.
      • Maximum number of groups in bar visualizations. The maximum is either based on the first metric's setting or set individually per source.

    Search administration

    Contextual search properties
    The default value of the Number of milliseconds that a configured field will wait before triggering a search [com.snc.contextual_search.wait_time] system property has increased from 500 milliseconds to 1,000 milliseconds (one second).
    Understanding search signal tables
    The First page results column has been migrated from the Search Event [sys_search_event] table to the new Search Signal Event [sys_search_signal_event] table.

    Security Incident Response

    IBM QRadar Offense Ingestion integration
    Fetch all offenses that are generated by the IBM QRadar System, Override, and User active rules.
    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.
    Splunk Enterprise Event Ingestion integration for Security Operations
    The Splunk Enterprise Event Ingestion for Security Operations integration has been enhanced with the following features:
    • You can select multiple similar alerts in a single profile.
    • 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: Observables, Configuration Items, and Affected Users.
    Splunk Enterprise Security event ingestion integration for Security Operations
    The Splunk Enterprise Security event ingestion integration has been enhanced with the following features:
    • When a notable event correlation rule is disabled or inactive in Splunk Enterprise Security, profile settings (for example sample events, mappings) are retained. Rules must be de-selected and replaced. When new settings are created existing settings (for example sample events, mappings) are erased.
    • Suppressed notable events in Splunk ES are excluded during an ingestion of events without additional filtering required.
    • Updated the polling mechanism for profiles to create an overlap window between successive polls to ensure that no notable events are missed within a specific interval.
    • When two or more Splunk ES fields are mapped to a single SIR field, for example Description, and if one Splunk ES field value is NULL or empty, the SIR field populates the remaining non-NULL field values.
    • Notable events are ingested even if the correlation rule has special characters, such as the backslash (\), extra spaces at the end of the rule name, and other special characters (~!@#$%^&*()_+{}[]“:;‘?><,./|\).
    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.

    Service Catalog

    Catalog data lookup definition
    • Eliminate scripting by leveraging data lookup rules that can now be set on any table within the current scope.
    • A user with the catalog_admin role can create or edit a catalog data lookup definition.
    Renaming of Macro variables
    • Macro is renamed Custom.
    • Macro with Label is renamed Custom with Label.
    Default view of the catalog item form
    Catalog item fields used by the catalog builder are now visible in the default view of catalog item forms.
    The following catalog item fields are internal, and you should not edit them:
    • Checked out
    • Owner
    • State
    Content item field ACLs
    The content item field ACLs have been modified to grant access to anyone who has access to that item.

    Service Owner Workspace

    Service record form fields are hidden to reduce duplication and improve organization layout
    Improve consistency between recommended data model and Service form base-system fields. The following form fields are hidden:
    • Managed by
    • Approval group
    Form fields are moved from Service form to Offering form to reduce duplication and improve organization layout
    Improve consistency between recommended data model and Service and Offering form base-system fields. The following form fields are moved from the Service form to the Offering form:
    • Location
    • Service level requirement
    • Monitoring requirements
    • Managed by
    • Prerequisites
    • Maintenance schedule
    Demo data is not installed with the Service Portfolio Management Foundation plugin
    Activate the Service Portfolio Management Foundation plugin (com.snc.service_portfolio) without demo data. This applies when you activate the plugin or reset an instance.
    Note: You can add demo data for Service Portfolio Management and service level agreement commitments with the Service Portfolio Management Foundation Demo Data plugin (com.snc.service_portfolio.demo_data).
    Service Offering table is relabeled to Offering
    The Service Offering [service_offering] table is relabeled to Offering.
    Note: This change is for users new to the Service Owner Workspace application or when an instance is reset.
    Stability is renamed to Critical Incidents for metrics and charts
    References to Stability at the offering level for services is changed to Critical Incidents to provide a clearer meaning for what the metric represents.
    Default Critical Incidents 30 day running aggregate
    The default 30d running SUM aggregate for the SPM P1 Incident and Major Incident Count indicator (Indicator properties > Other > Default time series) is removed and the value is blank. There is no running sum. All open major and P1 incidents per day are shown for the Critical Incidents metric.
    Note: This metric, formerly called Stability, is called Critical Incidents with the Quebec release. Users must update the upper and lower boundaries for this metric.
    Critical Incidents single score is changed to a time series chart
    Formerly known as the Stability metric, the Critical Incidents metric single score widget is converted to a time series widget on the Offering Overview tab.
    Service and Offering page Trends tab
    The Trends default time control is changed from Last 7 days to Last 30 days to provide performance data over a longer period of time.
    Offering Overview tab
    The Overview default time control is changed from Last 30 days to Last 7 days to provide more recent performance data.

    Service Portal

    Added portal fields for configuring AI Search
    The Portal [sp_portal] record now includes fields for configuring AI Search on your portal.
    Added instance options for search widgets
    The Homepage Search, Faceted Search, Typeahead Search, Catalog Homepage Search, and Knowledge Breadcrumbs widgets now include instance options for configuring AI Search at the widget level.
    Announcements for unauthenticated users
    Previously, public announcements would display to all users, regardless of whether or not they logged in to the portal. Now, you can select to display public announcements to only those users who haven't logged in.

    Service Portfolio Management

    Demo data is not installed with the Service Portfolio Management Foundation plugin
    Activate the Service Portfolio Management Foundation plugin (com.snc.service_portfolio) without demo data. This applies when you activate the plugin or reset an instance.
    Note: You can add demo data for Service Portfolio Management and service level agreement commitments with the Service Portfolio Management Foundation Demo Data plugin (com.snc.service_portfolio.demo_data).
    Service Offering table is relabeled to Offering
    The Service Offering [service_offering] table is relabeled to Offering.
    Note: This change is for users new to the Service Portfolio Management application or when an instance is reset.

    Software Asset Management

    SaaS plugins
    The following SaaS plugins have moved to the ServiceNow Store:
    • Software Asset Management - SaaS License Management (com.sn_sam_saas)
    • Software Asset Management - SaaS License Management Integrations (com.sn_sam_saas_int)
    • Software Asset Management Spoke (com.sn_sam_spoke)

    Starting with the Quebec release, you must request and activate only the Software Asset Management - SaaS License Management Integrations (com.sn_sam_saas_int) plugin. By activating this plugin, the Software Asset Management - SaaS License Management (com.sn_sam_saas) and Software Asset Management Spoke (com.sn_sam_spoke) plugins activate automatically.

    Salesforce integration (v2.0.1)
    Starting with version 2.0.1 of the Salesforce spoke, you must use the SaaS License Management Salesforce CRM integration to track software subscriptions and reclaim unused licenses for your Salesforce customer relationship management (CRM) services. This version of the Salesforce spoke is introduced in version 4.0.0 of Software Asset Management - SaaS License Management Integrations.

    Subscription Management

    Unrestricted-user licenses
    Max-user licenses have been renamed to unrestricted user licenses. Unrestricted-user licenses have no restrictions on role assignments. The number of purchased unrestricted user licenses determines the number of users that are allowed to be active.
    User sets and groups
    Subscription Management now uses groups instead of user sets. On your upgrade to Quebec, your user sets convert to groups. You can assign groups to subscriptions to give every user in the group a license.

    Time Card Management

    Time Card Management
    • While posting time, the operational resource plan associated with a task is automatically filled out in the time card. If multiple operational resource plans are associated with a task for that time period, you can select a different resource plan in the Resource plan field. For more information, see the Create a time card topic.
    • View the hourly rate of a rate line in functional currency in the Rate in functional currency field of the Rate Line form.

    Upgrade Center

    View loaded files for a plugin
    Get a related list view of all the files loaded for a plugin by clicking View all plugin duration.
    Fix scripts
    Any customizations made to the fix script apply only when you manually run the script.

    Virtual Agent

    Virtual Agent admin configuration and topic authoring enhancements
    • Chat Setup form: Use system properties listed in the System Messages related list on the Chat Setup form to change the default message text for standard bot messages displayed in Virtual Agent and Live Agent chat.
    • Idle Virtual Agent conversations: The default idle timeout period for conversations abandoned by requesters is two hours (7200 seconds) rather than 24 hours. The scheduled job that automatically closes idle conversations, Time Out Abandoned VA Conversations, runs hourly each day rather than once a day. You can also add properties to specify idle timeout values by channel, which overrides the idle timeout period set for all idle conversations.
    • Virtual Agent Designer
      • Virtual Agent text formatting: Enable topic authors to use text formatting to highlight and structure bot responses in web/mobile channels, including bold and italic text, bullet lists, links (URLs), and emojis.
      • Secure input handling: Support for the secure input and handling of passwords in Virtual Agent, including password obfuscation during user input and conversation processing, pass-through to third-party services, and storage such as logs, queues, and tables.
      • Virtual Agent message layouts: Display message content in table and image card layouts. Use the Table bot response control to display content in a column layout with optional column headers.
      • Topic discovery fallback option for NLU-based topics: Specify keywords that Virtual Agent can use during topic discovery when NLU returns no matches.
      • Topic Properties page:
        • Topic types: Includes setup and small talk topics, which were formerly topic categories.
        • Category: Set more than one category for a topic and make the category visible to end users.
        • Condition: Specify topic conditions that control topic accessibility to the end user through a condition builder.
      • Topic management:
        • Node highlighting during topic testing: Quickly see which node (control) is in use as you test (preview) your topic. The current (active) conversation node is automatically highlighted in the Virtual Agent Designer canvas or table view.
        • Search by chat node name in the Virtual Agent Designer canvas.
    • Additional multi-language NLU support: Expanded international language support for sixteen languages. The following five languages have intent and entity support: English, French, German, Spanish, and Japanese. The remaining languages have intent-only support: Dutch, Italian, Polish, Brazilian Portuguese, French Canadian, Swedish, Danish, Norwegian, Finnish, Korean, and Chinese.
    • NLU support for new system entities: New entities include person name, number, and currency.
    Chat enhancements
    • Chat menu: Provide end users with options to enable or disable incoming audible alerts and notifications. You can also provide authenticated end users with the option to subscribe or unsubscribe from receiving notifications through Virtual Agent.
    • Input validation of certain data types: Virtual Agent automatically validates the formats of the following items when entered by end users: email, phone number, date, IP address (IPV4 and IPV6), and URLs. If the validation fails, Virtual Agent displays an error message that identifies the invalid data type.
    Custom chat integration framework enhancements
    • Synchronous authentication of messages
    • Performance enhancements: Send outbound data via a Flow Designer subflow instead of an action for better response times
    • Framework support for various features: bot messages, chat branding, contextual actions, custom controls, display of typing indicators to user and agent, notifications, skip functionality (enable user to skip input controls), dynamic translation, user account linking and Quebec features such as secure password handling, text formatting, and system messages.

    Vulnerability Response

    Vulnerability Response (v 13.0)
    The following features were fixed or enhanced for version 13.0:
    • Domain separation support for the Reapply Calculator feature.
    • The App-Sec-Manager role has permission to cancel an Application Vulnerability Integration run.
    • Performance enhancements for updates to the vulnerability entry rollup of the Vulnerability Rollup calculator.
    • Domain separation support for the exception rule in Exception Management.
    • The Reapply remediation target rule job works as expected when the BETWEEN operator is used in the Condition builder.
    • False positive Until date validation works as expected.
    • The Cancel Exception rule works as expected.
    • Domain separation support for the auto-close VI feature.
    Deprecated: The NVD integrations in Vulnerability Response prior to v13.0
    This feature has been deprecated in favor of the Vulnerability Response integration with NVD available in the ServiceNow Store. See the New REST-based NVD Integrations [KB0870291] article for more information.
    Vulnerability Response (v 12.2)
    Fixes for performance issues related to concurrency processing of remediation target rules and other minor defect fixes.
    Qualys Vulnerability Integration
    Starting with v12.1 of Vulnerability Response, new Host Import maps are added for Unclassed Hardware. Discovery source VR-Qualys is created and passed to the IRE to create CIs.
    Rapid7 Vulnerability Integration
    Starting with v12.1 of Vulnerability Response, discovery source VR-Rapid7 is created and passed to the IRE to create CIs. New Host Import maps are added for Unclassed Hardware. Two new CIs, Network Adaptor and IP Address, are created along with the Unclassed Hardware CI.
    12.1 Removed granular role, app_read_application_release.
    This role was assigned to the App-Sec Manager group for Application Vulnerability Response and is being removed.
    NVD feeds are automatically updated to v1.1
    Starting with v12.1 of Vulnerability Response, the NVD downloads URL is automatically updated to v 1.1. You no longer have to update your feeds manually.
    Reapply remediation target rules (v 12.0)
    Reapply remediation target rules to existing vulnerabilities. Make adjustments to target rules without having to reimport data or perform custom scripting.
    Rapid7 import for Assets last scanned with Auto-close Stale Vulnerable Items (v 12.0)
    Closing vulnerable items through the Auto-Close Stale Vulnerable Items module with the Assets last scanned option selected eliminates the need for a completed import from one of the Rapid7 comprehensive integrations.
    Assess your exposure to vulnerable software with normalized product names (v 12.0)
    With SAM Pro with the Exposure Assessment module, normalize the product names of your assets. Using normalized product names may promote more software matches.
    NVD downloads URL updated to v1.1
    In early 2020, the JSON URL for NVD downloads updated to v 1.1. For versions of Vulnerability Response prior to v 12.1, you must update your feeds manually. For more information, see the NVD imports from the JSON v1.0 feeds no longer work, as NIST has deprecated them in favor of v 1.1 [KB859923] article in the HI Knowledge Base.
    Reopen resolved vulnerable items not closed by third-party scans (v 10.3)
    Vulnerable items set to Resolved in your Now Platform instance but not transitioned to Closed/Fixed by third-party integration runs are reopened if they are detected during rescans.
    • For Qualys detections, if the scanner continues to find VIs that were set to Resolved but then not transitioned to Closed/Fixed by subsequent scans, these VIs move back to the Open state when the last found date is later than the Resolved date.
    • For Rapid7 detections, an option is now available on the Rapid7 configuration page in your instance to reopen resolved VIs by age. If enabled, VIs set to Resolved but then not transitioned toClosed/Fixed by subsequent scans transition back to the Open state after the number of days that you enter.
    Qualys host tags in Vulnerability Response (v 10.3)
    Imported Qualys host tags are imported using the Qualys Asset List Integration instead of the Qualys Host Detection Integration and processed using the common tags framework. See the Migrate Qualys Host tags to new tag framework [KB0825682] article in the HI Knowledge Base for more information on how to transition from existing Qualys tags to the new framework.
    New attributes available for the integrations List view (v 10.3)
    Two attributes have been added that apply to all third-party integrations with Vulnerability Response.
    • When enabled, (true), the Run separately attribute ensures that integrations of the same type that are also enabled do not run simultaneously.
    • For some third-party integrations, a series of integration runs is required to import requested data. For these types of chained integration runs, the Next integration column on the integrations List view displays the next integration scheduled to run in the series after the integration displayed in the Name column is successfully completed.
    Enhanced vulnerable item age calculation and display (v 10.0)
    The scheduled job, Update Vulnerable Item Age, was removed and deprecated for upgrade customers. An enhanced Age column (Age) is inserted into the Vulnerable Item table upon an upgrade to or installation of v 10.0. The vulnerable item age is displayed with more significant digits in Day/Hour/Minute format.
    View Vulnerability Response vulnerable item detection data (v 10.0)
    The Qualys severity [qualys_severity] and Last updated by source [last_updated_by_source] fields listed in the Vulnerable item [sn_vulnerable_item] table are deprecated and no longer populated. Because the Business Rule (BR) map Qualys Values uses Last updated by source, it is also deprecated.
    Table removed (v 10.0)
    The Associated IP Addresses [sn_vul_vi_ip_address] table in Vulnerability Response was removed.

    Vulnerability Response integrations

    Version 2.1 of the Tenable Vulnerability Integration: Rescans
    You can initiate rescans for the Tenable.sc product from discovered item records in your Now Platform. View IP addresses for assets not accessed during the scan on Tenable Vulnerability Scan records.
    Version 12.0 of the Rapid7 Vulnerability Integration
    Fixed: The Rapid7 Vulnerability Integration to ensure that missed third-party vulnerabilities are imported.
    Version 10.5 of the Shodan Exploit Integration
    Fixed: The KMF error by adding security modules.
    Version 10.4 of the Shodan Exploit Integration
    Fixed defects.
    Version 11.2 of the Rapid7 Vulnerability Integration
    • Increased the password field length in the Rapid7 Configuration table to accommodate a KMF change.
    • Updated permissions for one of the client scripts to ensure proper access.
    Version 11.0 of the Rapid7 Vulnerability Integration
    Starting with version 11.0 of the Rapid7 Vulnerability Integration and version 12.0 of Vulnerability Response, to limit the number of Vulnerable Items and import data more efficiently from the Rapid7 InsightVM daily VI integration, when Last Assessed for Vulnerabilities is specified, only scanned assets are imported.
    Version 11.0 of the Rapid7 Comprehensive Vulnerable Item Integration for Auto-Close Stale Vulnerable Items
    Starting with v12.0 of Vulnerability Response and version 11.0 of the Rapid7 Vulnerability Integration, if you choose to automatically close stale vulnerable items based on the Vulnerable items last found option with the Auto-Close Stale Vulnerable Items module, verify that one of the Rapid7 Comprehensive Vulnerable Item Integrations is enabled and a successful integration run is completed within the last seven days.

    If you choose to close vulnerable items with the Assets last scanned option selected, a completed run from the comprehensive integrations is not required.

    Version 10.3: New attributes for the Integrations List view
    Two attributes have been added that apply to all third-party integrations with Vulnerability Response.
    • When enabled, (true), the Run separately attribute ensures that integrations of the same type that are also enabled do not run simultaneously.
    • For some third-party integrations, a series of integration runs is required to import requested data. For these types of chained integration runs, the Next integration column on the integrations List view displays the next integration scheduled to run in the series after the integration displayed in the Name column is successfully completed.
    Version 10.3 of the Rapid7 Vulnerability Integration: Volume limitation on use of the Site Filter
    If total assets are 10,000 or more, the filter sends a 500 internal server error. The Rapid7 product is tracking this issue in support ticket EA-3945.
    Version 10.3 of the Qualys Vulnerability Integration: Host tags
    Instead of using the Host Detection Integration, imported Qualys host tags are ingested using theQualys Asset List Integration and processed using the common tags framework. See Migrate Qualys Host tags to new tag framework KB0825682 for more information on how to transition from existing Qualys tags to the new framework.
    Version 10.3 the Rapid7 Vulnerability Integration: InsightVM performance improvements
    Fixed occasional processing errors that prevented theRapid7 InsightVM Integration from successfully importing all the payload data and creating or updating vulnerable items as expected.

    Walk-up Experience

    Walk-up Experience on Now Mobile
    When using the Now® Mobile app for Walk-up Experience, the My Items tab is introduced in this release. The My Items tab contains: My Tasks, My Assets, My Requests, and My Tech Visits. You can also access Tech Lounge from the Information tab.

    Workforce Optimization for ITSM

    Coaching enhancements
    • Label name change: The Assessments tab label has been changed to Active Assessments.
    • View team assessments: View assessments of all teams for which you are a manager or an additional manager.
    Changes to On-Call Schedule application when enabled with Workforce Optimization for ITSM
    If you are using Mobile experience for On-Call Scheduling along with the ITSM Mobile Agent for Workforce Optimization for ITSM, you can access the On-Call Scheduling actions from the Schedule section.
    To access:
    • Upcoming shifts: tap My calendar and view your shifts.
    • Time-off requests: tap Time-off requests and view the list of requests awaiting your approval and the ones for which you have completed the approval process.
    • Who is on-call: tap Who is on-call to view the list of groups in the on-call schedule.

    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 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. 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 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

    Customize Playbook actions
    Customize actions at a stage level and a playbook level so that agents can take actions on a parent record within Playbook.
    Manage bi-directional Playbook activity state mapping
    Configure bi-directional activity state mapping. Bi-directional activity state mapping enables process activity authors to map a playbook card status to any record specified within the activity.
    Filter lists with the Natural Language Query filter
    Filter lists with the Natural Language Query (NLQ) filter. Use natural language to filter Workspace lists, in addition to using the condition builder.
    Create a new list from an existing list or entirely new
    Create a new version of an existing list, or create an entirely new one.
    Export a PDF with an improved look
    Export list PDFs to leverage Workspace settings with an improved look.
    Receive an alert when the deletion of a record causes the deletion of another record
    Receive an alert when you attempt to delete one or more records indicating that deleting this record also deletes one or more related records.
    Enable Encrypted Text field support in Workspace
    Enable Encrypted Text (glide_encrypted) field support in Workspace by adding the property glide.ui.record.encrypted_text.enabled to sys_properties with the value as true.
    Create a custom form template or improve an existing form template
    Manage custom form templates by creating, editing, and deleting templates. Custom form templates enable you to customize the fields that are displayed in forms.
    Disable Document Viewer in Workspace
    Disable Document Viewer in Workspace forms. Document Viewer enables you to view documents directly within a Workspace form rather than having to download the files to your file system.
    Select predefined date ranges and times on a calendar
    Select a range of date formats in a calendar, such as week, month, year, and quarter and select a range of time. You can also select predefined date ranges that include business calendars.
    Date range picker.
    Create a field name field type
    Create a reference field name that depends on the Table Name field.
    Reference records on a form using a Doc ID field type
    Reference any record on any table in the Document ID field.
    Configure a template value field
    Select desired fields to create a form template. Template value fields display as a list to select a column and an input field to input a value.
    Use compose and the Activity Stream side by side
    Use compose and the Activity Stream side by side. Write comments and scroll the conversation history with the requester at the same time.
    Compose an email in the form view context
    Compose an email while viewing a log of conversations between agents or requesters without losing context in another record tab.
    Filter the Activity Stream using an advanced filter
    Filter the Activity Stream with a more intuitive filter that allows you to filter by post type. You can also use the filter to show only pinned items in the Activity Stream.
    Activity Stream advanced filter.
    Pin information in the Activity Stream
    Pin important information in the Activity Stream to make it easier for you and other agents to find later using the filter.
    Sort information in the Activity Stream
    Sort information in the Activity Stream from newest to oldest, or oldest to newest.

    eBonding for Telecommunications

    New catalog state value
    Choose a new state called Publishing from the remote record producer choice list. This new choice list does not contain Retired as a state. To identify if a record has retired, it sets the Active flag and the state for the record to Published.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Changes to Quebec features and products

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Changes to Quebec features and products

      Cumulative release notes summary on changes to Quebec features and products.

      Existing ServiceNow products were updated and changed in Quebec. This includes the renaming of certain buttons or features.
      Application or feature Details

      API

      Table 1. Changed scoped classes
      Class Methods
      DynamicTranslation isEnabled()

      Added batchDetection and batchTranslation parameters to the return results.

      GlideAggregate addAggregate()

      Added support for standard deviation (STDDEV) aggregate.

      GlideExcelParser parse()

      Added option to set the input source using the setSource() method instead of requiring an input stream. Setting the input source enables parsing the same Excel document multiple times to run a separate parse on each worksheet.

      GlideRecord
      • getValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method returns clear text values from encrypted fields.
      • setValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method can insert encrypted data into encrypted fields.
      IdentificationEngine createOrUpdateCI(), identifyCI(), createOrUpdateCIEnhanced(), and identifyCIEnhanced()
      Added the following optional input parameters:
      • input.relations.sys_rel_source_info
      • input.relations.sys_rel_source_info.source_name
      • input.relations.sys_rel_source_info.source_feed
      Added the following output parameters:
      • <String>.items.info
      • <String>.items.info.ruleSysId
      • <String>.items.info.code
      • <String>.items.info.message
      • <String>.additionalCommittedItems.info
      • <String>. additionalCommittedItems.info.ruleSysId
      • <String>. additionalCommittedItems.info.code
      • <String>. additionalCommittedItems.info.message
      Table 2. Changed global classes
      Class Methods
      ClassificationSolution getAllNames()

      Now accepts optional JSON parameter to assign names to a label, domain, or scope.

      ClusteringSolution ClusteringSolution()
      New and updated properties in the input parameter object:
      • algorithmConfig.algorithm – New "hdbscan" option
      • algorithmConfig.minimumSamples
      • clusterConcept
      • clusterConceptFieldNames
      • groupUnclusteredRecords
      ClusteringSolutionStore getAllNames()

      Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

      ClusteringSolutionVersion getClusterInfo() – Now accepts an optional JSON property options.recSysId to find a cluster by record sys_id.

      getTopNPurityInfo() – New method for retrieving the top purity results for a clustering solution.

      EncoderStore getAllNames()

      Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

      GlideAggregate addAggregate()

      Adds support for the standard deviation (STDDEV) aggregate.

      GlideRecord
      • getValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method returns clear text values from encrypted fields.
      • setValue(): If the Platform Encryption plugin is enabled and the instance has access to the key, this method can insert encrypted data into encrypted fields.
      IdentificationEngineScriptableApi createOrUpdateCI(), identifyCI(), createOrUpdateCIEnhanced(), and identifyCIEnhanced():
      Added the following optional input parameters:
      • input.relations.sys_rel_source_info
      • input.relations.sys_rel_source_info.source_name
      • input.relations.sys_rel_source_info.source_feed
      Added the following output parameters:
      • <String>.items.info
      • <String>.items.info.ruleSysId
      • <String>.items.info.code
      • <String>.items.info.message
      • <String>.additionalCommittedItems.info
      • <String>. additionalCommittedItems.info.ruleSysId
      • <String>. additionalCommittedItems.info.code
      • <String>. additionalCommittedItems.info.message
      PredictabilityEstimateStore getAllNames()

      Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

      RegressionSolutionStore getAllNames()

      Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

      SimilaritySolutionStore getAllNames()

      Now accepts an optional JSON parameter to assign names to a label, domain, or scope.

      Table 3. Changed client classes
      Class Methods
      DynamicTranslation isEnabled()

      Added batchDetection and batchTranslation parameters to the return results.

      Table 4. Changed REST APIs
      Class Methods
      Case API GET /sn_customerservice/case/{id}/activities

      Added the optional query parameter sysparm_activity_type to the endpoint.

      PUT /sn_customerservice/case/{id}

      Added the optional query parameters sysparm_get_case_details and sysparm_display_value to the endpoint.

      GET /sn_customerservice/v1/case/field_values/{field_name} and GET /sn_customerservice/v1/case/{id}/field_values/{field_name}

      Added the optional query parameter sysparm_reference_field_columns to the endpoints.

      GET /sn_customerservice/case and PUT /sn_customerservice/case/{case_id}

      Added the optional query parameter sysparm_fields to the endpoints.

      Continuous Integration/Continuous Delivery (CI/CD) API POST /sn_cicd/app_repo/install and POST /sn_cicd/sc/apply_changes

      Updated to support application customizations. For details, see ServiceNow application repository.

      CSM Attachment API GET /now/attachment_csm, GET /now/attachment_csm/{sys_id}, POST /now/attachment_csm/file, POST /now/attachment_csm/upload
      Added the following return results:
      • created_by_name
      • updated_by_name
      Identification and Reconciliation API POST /now/identifyreconcile, POST /now/identifyreconcile/enhanced, POST /now/identifyreconcile/query, and POST /now/identifyreconcile/queryEnhanced:
      Added the following optional input parameters:
      • input.relations.sys_rel_source_info
      • input.relations.sys_rel_source_info.source_name
      • input.relations.sys_rel_source_info.source_feed
      Added the following output parameters:
      • <String>.items.info
      • <String>.items.info.ruleSysId
      • <String>.items.info.code
      • <String>.items.info.message
      • <String>.additionalCommittedItems.info
      • <String>. additionalCommittedItems.info.ruleSysId
      • <String>. additionalCommittedItems.info.code
      • <String>. additionalCommittedItems.info.message

      Advanced Risk

      Changes on the Risk form
      When users enable the Migrate to Advanced Risk Assessments property, the risk form has a new view. Also, the legacy tabs are no longer visible and new fields and sections, such as Inherit from risk statement and Assessment Summary, are available.
      Changes on the Entity form
      When users enable the Migrate to Advanced Risk Assessments property, the Entity form has a new view and the legacy tabs are no longer visible.

      Advanced Work Assignment

      AWAMessaging Dashboard
      View metrics from Advanced Work Assignment Advanced Analytics that are related to messaging channels in dedicated dashboards.
      Configuring queues for external routing
      Define chat and messaging queues and configure them for external routing.
      Configuring Inbox audio alerts
      Customize Inbox audio alerts.

      Agent Client Collector

      Credential requirements for policy checks
      Policy checks require credentials only in specified circumstances.

      Agile Development 2.0

      Scrum program planning board changes
      Toggle the dependency lines between stories on the scrum program planning board on or off from the configuration panel (Configuration panel icon). Earlier, these dependency lines were toggled using the dependencies icon (dependencies icon).

      Application Management

      Filter options
      These categories in filter options are renamed:
      • The Managing category is renamed to Obtained.
      • The Pricing category is renamed to Price.
      • The Licensing category is renamed to License Status.

      Application Portfolio Management

      Technology Portfolio Management
      With Technology Portfolio Management (TPM), you can now do the following:
      • Add the full version of a software product in the software product life cycle when associating an application service to a software model.
      • Retrieve the risk that is calculated based on both the software model and the version added in the application service software model.
      • Identify the software model by its name and full version in the By Business Application, By Product Classification, and By Software Model views in the TPM timeline screen.
      • View the software model in the By Product Classification view in terms of the software product model. Expand the software product model group to view all the versions associated with the model.
      Access Control List (ACL) for APM reports
      You can restrict access to data on the Business Application [cmdb_ci_business_app] and Indicator Score [apm_app_indicator_score] tables.
      APM Guided Setup changes
      APM Guided Setup is updated with additional steps that help you configure the Business Application form. Application managers can provide risk and control information for a business application by using a risk assessment questionnaire or a control attestation survey.

      Asset Management

      Updates to the sourcing task and transfer order
      The sourcing task now includes the inventory from the requester's local stockroom. Also, you can now use the transfer order to perform bulk orders.

      Audit Management

      Audit engagement date changes
      The date fields of the Engagement form have changed.

      Automated Test Framework (ATF)

      Automated Test Framework scope management
      The Copy Test and Copy Test Suites actions are allowed only if the current scope matches the scope of the record being copied.
      Reference and record picker
      Use custom UI steps to manipulate the values of the sn-reference-picker and sn-record-picker angular directives.

      Business Continuity Management

      Business Continuity Planning
      Version 2.0.1: Plan assets are defined in an exclusive Scope tab and not in the Assets in Scope pane of the Overview tab.
      Crisis Management
      Version 2.0.1: Activated plans and event tasks have been removed from the Details tab of an event and moved under the Impacts tab.

      Cloud Insights

      AWS spend reports include taxes and fees
      Earlier releases did not include taxes and fees.
      Microsoft Azure supports multiple currencies
      All system currencies are supported.

      Cloud Provisioning and Governance

      Changes to ITOM subscriptions
      The following licensing changes were made in the Now Platform for the IT Operations Management products:
      • License counting and reporting per domain:

        You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

      • Exclusion of desktop and PaaS-Managed virtual machines:

        You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

      • ITOM Discovery:

        ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

      • ITOM Optimization:

        The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

      • Health Log Analytics:

        If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

      Cloud recipes for enterprise workloads and Day-2 Operations
      Multi-cloud recipes provide ready-to-use content for typical cloud deployment and for common operations scenarios across cloud platforms. Base system configurations are available in the ServiceNow® Developer Site > Share > Cloud Management recipes. The content includes popular update sets, utilities, and catalog items for easy provisioning.
      Cloud Insights Integration
      • Use Cloud Insights even if you have configured a billing schedule and have billing data in Cloud Provisioning and Governance.
      • If your Cloud Provisioning and Governance instance on the Now Platform is domain-separated, you can continue to use the Cloud Provisioning and Governance billing capabilities without being redirected to the Cloud Insights home page.
      • If you have activated the Cloud Insights (sn_clin) plugin, then you are automatically redirected to the Cloud Insights home page by navigating to Cloud Admin portal > Analyze > Billing. The Cloud User Portal Overview page now has a View Resources widget which redirects you to the Cloud Resources view.

      Configuration Management Database (CMDB)

      Non-dependent relationships

      CMDB tracks source information for non-dependent relationships, such as the source name, in the Relationship Sources [sys_rel_source] table. You can use Information in that table to decide whether it is safe to delete a non-dependent relationship.

      For example, a discovery source that is attempting to delete a non-dependent relationship can confirm the following:
      • There are no other data sources for that relationship.
      • The relationship was not updated for some specified length of time and therefore is no longer needed and is safe to delete.

      When a non-dependent relationship is deleted from the CI Relationship [cmdb_rel_ci] table, all corresponding records in the Relationship Sources [sys_rel_source] table are automatically deleted.

      Parent-child relationships between application services
      When configuring relationships between an application service and other CSDM components, you can add a parent relationship to another application service. Parent-child relationships between application services create hierarchies of application services that can be used, for example, in platform host and platform application deployments.
      Enhanced CI relationships discovery

      In the base system, the Suggested Relationship [cmdb_rel_type_suggest] table details the relationship types that are appropriate for a CI type, based on its class. ITOM Visibility, if available, uses enhanced discovery patterns to identify and add CI relationships to the Suggested Relationships table. As a result, the CI Class Manager contains a more comprehensive view of CIs and their relationships.

      Also, if you are integrating third-party data into the CMDB, use information stored in the Suggested Relationships table to select relationships that are in compliance with Common Service Data Model (CSDM) standards.

      Customer Service Management

      Case types
      When creating a case of a specific type, agents can use the fields on the Case Type Selector pop-up window to select available categories, case types, and subtypes.
      Lookup and verify
      In CSM Configurable Workspace, the lookup and verify feature is available in the Agent Assist panel.
      CSM query rules

      Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM-related tables, are stored in a metadata table.

      Playbook enhancements
      Use the simplified playbook UI experience in Workspace and use multiple playbooks on a parent record. For more information about playbook enhancements, see ​Workspace release notes.
      Customer Service Virtual Agent conversations
      Create Virtual Agent conversation topics with names similar to the pre-defined conversation topics for Customer Service. To distinguish topics, the name of a pre-defined conversation topic is appended with the suffix (Template).
      Configure the Customer and Consumer Service Portals
      The following enhancements are made to the Customer and Consumer Service Portal pages:
      • Enable HTML editor while creating a case.
      • Configure the CSM standard ticket page.
      • A case is rejected only when a user enters the reason for rejection.
      • Users cannot add comments to a case in closed state.
      • Hide system-generated emails from the activity stream.

      Data archiving

      Reduce archiving configurations
      Implemented automatic refilling of the archiving queue. Now, large tables that need to initiate archiving don't need to wait for hourly increments for the archiving to begin.

      DevOps

      Job notification tasks in the Azure DevOps extension
      Job notification tasks in the ServiceNow DevOps extension for Azure DevOps are no longer required.
      Retry policies added to DevOps flows
      Retry policies have been added to all outbound communication from DevOps flows.
      Pipeline UI changes

      Pipeline UI steps are shown in the order they ran instead of the order configured in DevOps pipeline steps.

      Version 1.20: The end time in the Pipeline UI signifies the time when the pipeline finished running, not necessarily when pipeline was completed.

      Version 1.21: Commits reverted in the same pipeline execution are not shown in change request and artifact version commit lists.

      Change in version field for plan payload
      Version 1.24: The version field in the plan payload has been changed from required to optional.

      Edge Encryption

      Java Support
      Install the Edge Encryption proxy server with Java 11. Applicable for both Linux and Windows installations, Edge Encryption proxy server hosts must maintain supported versions Java 11.0.6 or later.
      Edge Encryption upgrades
      Ensure a successful Edge Encryption proxy server upgrade by scheduling an automated upgrade workflow. Receive early and verbose upgrade logging information from a series of predefined health checks. Failure reasons are captured in a single location on the instance. In addition, because pre-upgrade checks are run, failures will not cause any downtime.

      Event Management

      Common Service Data Model (CSDM)
      • Use a new table for topology based correlation instead of suggested relations. Take full control of the relations from a dedicated location.
      • Perform Impact Analysis on application services without CIs. Create application services without CIs, bind alerts to the application services, and ensure that the severity is reflected accurately.
      Alert form changes
      The alert form in ServiceNow®Operator Workspace has been enhanced, including the addition of the CIs in group tab, which displays all the CIs in a given alert group.

      Financial Services Operations Core

      Install Financial Services Operations Core application independently
      You can now install the Financial Services Operations Core application independently. This application installs the data model for using a basic financial services configuration.

      Financial Services Payment Operations

      Debit transaction label change
      The Debit transaction field is renamed to the Receiving transaction field.
      The Sender transaction, Receiving transaction, and Claim transaction fields support multiple transactions.

      Flow Designer

      Check out Flow Designer's new look
      See what's new with Flow Designer. Experience condensed information in the action picker, redesigned If, Else, and Else If flow logic, and an overall modernized look and feel.

      Governance, Risk, and Compliance

      Changed assignments to GRC Business User role

      In GRC: Profiles (Version 12.0.5), the GRC Business User role is now assigned to any user account that performs a GRC operation for licensing purposes. Those users are added to the GRC: Business User group. You can remove this role from users as needed.

      GRC: SOX reports

      Version 10.0: Use SOX content in GRC components, such as entities, control objectives, audit tasks, and so on. The layout and view of existing SOX reports have been improved. New features and capabilities have been added to ServiceNow® Policy and Compliance Management and ServiceNow® Advanced Risk.

      Guided Application Creator

      Workspace creation is removed
      Previously, you could make your custom application available in workspace, mobile, or classic. Now, you can select only mobile or classic.
      Added entry point for Guided Application Creator
      Previously, selecting New from the list view of the Custom Applications [sys_app] table displayed the legacy application creator. Now, the button opens Guided Application Creator.

      HR Service Delivery Case and Knowledge Management

      Use response templates for HR Service Delivery
      Use multiple channel type configurations and have specific response templates for emails, chats, and HR cases. Rich text is supported when creating text for a response template.
      Create a reminder in HR Agent Workspace
      Flag an HR case to later review or handle.
      Use At a Glance for HR Service Delivery Agent Workspace
      View HR profile information while on a case or interaction. You do not have to navigate to an HR profile.
      View SLAs for HR Service Delivery Agent Workspace
      View active SLAs on the sidebar. You do not have to open the ribbon on an HR case.
      Create a custom My List for HR Service Delivery Agent Workspace
      Create your own My List or use one from an existing list. You do not have to ask an administrator to create a list for you.
      Create a work note or comment in HR Agent Workspace
      Create a work note or a comment from an activity stream. The Comments and Worknotes journal fields were combined and moved to a new form section on an HR case.
      View emails sent to the opened for person or to the subject person
      View automated notifications and emails that are sent to the opened for person or to the subject person.

      HR Service Delivery Enterprise Onboarding and Transitions

      Employee requests from lifecycle events
      Open, track, and update requests from within a lifecycle event case. Administrators can include an HR service or catalog request to activity sets for different people who are associated with specific activities. All requests made from a lifecycle are associated to the parent lifecycle event case.
      Flow activity parameters
      Pass values to the input parameters of a subflow from a flow activity type. Values are passed dynamically during flow execution. You can do the following:
      • Trigger any subflow.
      • Identify when parameters are required or optional.
      Lifecycle event triggersLifecycle event triggers

      Create lifecycle event triggers using the ServiceNow® Flow Designer feature. Eliminate the need for administrators to create business rules for lifecycle event triggers.

      Hardware Asset Management

      Updates to the sourcing task
      The sourcing task now includes the inventory from the requester's local stockroom.

      ITOM Health

      Changes to ITOM subscriptions
      The following licensing changes were made in the Now Platform for the IT Operations Management products:
      • License counting and reporting per domain:

        You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

      • Exclusion of desktop and PaaS-Managed virtual machines:

        You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

      • ITOM Discovery:

        ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

      • ITOM Optimization:

        The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

      • Health Log Analytics:

        If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

      ITOM Optimization

      Cloud Insights Integration
      • Use Cloud Insights even if you have configured a billing schedule and have billing data in Cloud Provisioning and Governance.
      • If your Cloud Provisioning and Governance instance on the Now Platform is domain-separated, you can continue to use the Cloud Provisioning and Governance billing capabilities without being redirected to the Cloud Insights home page.
      • If you have activated the Cloud Insights (sn_clin) plugin, then you are automatically redirected to the Cloud Insights home page by navigating to Cloud Admin portal > Analyze > Billing. The Cloud User Portal Overview page now has a View Resources widget which redirects you to the Cloud Resources view.
      Changes to ITOM subscriptions
      The following licensing changes were made in the Now Platform for the IT Operations Management products:
      • License counting and reporting per domain:

        You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

      • Exclusion of desktop and PaaS-Managed virtual machines:

        You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

      • ITOM Discovery:

        ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

      • ITOM Optimization:

        The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

      • Health Log Analytics:

        If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

      ITOM Visibility

      Performance improvements in Service Mapping
      Service Mapping does not automatically display maps for large application services. You can choose to display the list of CIs instead of the map for a large service. Loading maps for large application services may cause performance issues. By default, application services that contain more than 3000 CIs are considered large application services.
      Changes to ITOM subscriptions
      The following licensing changes were made in the Now Platform for the IT Operations Management products:
      • License counting and reporting per domain:

        You can view the ITOM Subscription Unit (SU) consumption by domain. Use this information to attribute consumption and costs to other organizations.

      • Exclusion of desktop and PaaS-Managed virtual machines:

        You can identify virtual machines (VMs) that are used as desktops (such as VMware VDI) or managed automatically by PaaS (such as AWS EC2 Container Service). You can exclude VMs from the Server Licensed Resource category.

      • ITOM Discovery:

        ITOM Discovery is an entry-level package alternative which you can use to build a healthy data platform. This package measures the licensed usage of the Discovery feature and Service Graph Connectors.

      • ITOM Optimization:

        The Cloud Insights feature enables broader cost-management use cases. ITOM Optimization v2 subscriptions are no longer factored in Cloud Insights usage.

      • Health Log Analytics:

        If you purchase this subscription, consumption is reflected via ITOM Health, but is based on log data. Consumption is also based on the events and performance metrics received from licensable resource types.

      Configuring tag-based discovery
      You can fine-tune tag-based discovery and control what CIs become part of the application services. You can Include CIs based on classes or exclude CIs based on their installation status. You can also control which CIs Service Mapping are included into application services by modifying the CI relationships used for tag-based discovery.
      Enhanced CI relationships discovery
      ITOM Visibility uses enhanced discovery patterns to identify and add CI relationships to the Suggested Relationships table. As a result, you can view a more comprehensive information about CIs and their relationships in the CI Class Manager. Service Mapping uses identified relationships to create CI connections and CI inclusions in application services. To comply with the Common Service Data Model (CSDM) standard in integrated deployments, use data from the Suggested Relationships table to create CI relationships.
      Credential Alias
      Credential Alias is now supported for both probes and discovery patterns. If a credential alias is defined for a schedule, the schedule ignores any previously existing credential affinity between the credential and the target. The target is discovered in a schedule that uses that credential alias.

      ITSM Agent Workspace

      Related lists are refreshed on the Incident form
      The Refresh Impacted Services/CIs UI action refreshes the Business Applications, Service Offerings based on the affected CIs and Impacted Services/CIs related lists.
      Related list on the Incident form
      The Interactions related list is renamed as the Interaction Related Record related list.
      Modified the supported tables for the copy functionality on the Incident form
      The supported tables include the Service Offerings (task_service_offering) and Business Applications (task_cmdb_ci_business_app) tables.
      Modified view of related lists
      If you activate the Hardware Asset Management (sn_hamp) plugin, the Affected CIs and Impacted Services/CIs related lists display the Asset action and Swapped CI fields. You can also open the cards and add the action taken for any CI. If any CI is replaced, you can mention the item with which it is replaced in the Swapped CI field.

      Incident Management

      Copy functionality enhancement
      Use the com.snc.incident.copy.related_lists property to support the Service Offerings (task_service_offering) and Business Applications (task_cmdb_ci_business_app) tables along with the default tables.
      TCM email enhancements
      Configure the To field as an optional field in the Compose Email form. You can include the recipients in either the To or Cc/Bcc fields to send an email from a task record.

      Knowledge Management

      Embedding videos in knowledge articles
      Embed videos in the HTML fields of an article body even when the HTML sanitizer is enabled. The markups in the HTML sanitizer were updated to prevent videos from being automatically removed.
      Knowledge Management dashboard improvements
      Track trends of knowledge searches and article views and measure search effectiveness for unauthenticated users by using new reports and metrics available on the Knowledge Management dashboard.
      Unauthenticated user diagnostics for knowledge bases
      Identify knowledge bases that are accessible to unauthenticated users based on user criteria and the system property settings.
      Default data retention policy for View logs
      Keep your Knowledge Use [kb_use] table records for one calendar year.

      MID Server

      MID Server OSHI library replaces Sigar for CPU Monitoring
      To provide improved data on CPU usage, the OSHI library replaces the Sigar library for CPU Monitoring on MID Servers.
      MID Server self-signed certificate migration for JRE updates
      For JRE updates after upgrading to Quebec, the MID Server migrates existing self-signed certificates in the JRE TrustStore to the new JRE version's TrustStore. When these certificates are migrated, their aliases are prepended with the string "snc_". During the Quebec upgrade, as with previous JRE updates, the new JRE will overwrite the existing JRE TrustStore.
      Windows MID Server Installer
      Windows MID Server Installer no longer supports installation on 32-bit systems. Windows 32-bit MID Servers will be deprecated in the Rome release as part of the migration to 64bit MID Servers.

      Mobile

      Expanded Mobile Studio copy functionality
      Save time when developing mobile applications by making copies of existing components. In addition to list applets, you can now create copies of the following mobile components in Studio:
      • Applet launchers
      • Data items
      • Form applets
      • Map applets
      Mobile Studio UI Updates
      Learn about the updates to the Studio user interface to make cross scope configurations and URL function configuration easier:
      • Items from other scopes are visible in read-only mode to allow cross-scope configuration.
      • URL smart button configuration UI enables you to configure parametrized URLs.
      • You can now configure URL functions on list item function instances.
      • Four new icons are available in the applet icon picker.
      Activity stream redesign
      Use the redesigned activity stream where your users can get an improved usability experience:
      • Use the action ribbon within a record to provide a quick access to various actions, like upload documents, add images, and take photographs.
      • Wide screen support for images and videos that optimize the appearance of graphical displays.

      Natural Language Understanding

      Model creation update
      In previous releases, NLU models were built in ServiceNow® Studio using the NLU model builder. In this release, NLU models are built in the NLU Workbench. For more information, see Create an NLU model
      Performance dashboard update
      In previous releases, the NLU Performance dashboard was used to monitor correct, incorrect, and skipped intent predictions. In this release, this data is tracked in a new dashboard in the Performance section of the NLU Workbench.
      NLU entity rename
      In this release, list entities are now referred to as mapped entities.

      Notifications

      Parsing an email thread
      Parse the most recent email in an email thread by using Email Reply Separators.
      Recipient configuration
      Use the To is Optional field on the Email Client Configuration form to send an email even without a recipient.
      Recipient qualifiers
      Use the Prefix Search option in the Query Configuration related list to find the desired recipient. Selecting the Prefix Search option displays the Last Name Field list with options to filter the recipient's name.

      Now Experience Components

      Table 5. Changed components
      Component Description
      Activity Stream Activity stream provides these enhancements:
      • Side-by-side composing
      • Email replies supported in the context of activity stream
      • Sorting by newest to oldest and oldest to newest
      • New filter categorization for post types
      • New interaction patterns for filtering, pill dropdowns, and pill toggles
      • New Filter Sets – First set: Conversation filter
      • New Flag post feature and ability to filter by flagged posts
      • New visual design throughout
      Alert Additional height and ARIA properties for accessibility.
      Bar chart Bar chart provides these enhancements:
      • Long x-axis labels wrap when the container shrinks.
      • Long x-axis labels truncate when the container shrinks.
      • Users can select multiple data points that persist until cancelled.
      Content Tree Content tree provides these enhancements:
      • Additional status elements for nodes, such as an icon, presence icon, or badge
      • Three types of collapse triggers: chevron, caret, and plus or minus symbols
      • Two different node sizes: small and medium
      • Option to highlight parent of selected child node
      • Three different overflow options for long labels: scroll, truncate with an ellipsis, or wrap to the next line
      Dropdown Dropdown provides these enhancements:
      • A search field to search both primary and secondary values of list items.
      • A secondary dropdown for general use cases or non-primary actions.
      • Avatars can now be used to identify list items.
      • Progressive loading of list items instead of all items loading at once.
      Pill Includes a property to add tooltip content.
      Time series chart Time series provides these enhancements:
      • Long x-axis labels wrap when the container shrinks.
      • Long x-axis labels truncate when the container shrinks.
      • Users can select multiple data points that persist until cancelled.
      • Series label annotations show desired ranges for any series or bands.

      Password Reset

      Support for Virtual Agent
      Password Reset supports the secure handling of passwords in ServiceNow® Virtual Agent. Passwords are obfuscated in logs and during user input and conversation processing.

      Performance Analytics

      Improvements to security
      You can rely less on roles and more on access control lists (ACLs) to secure Performance Analytics.
      • On new instances, you no longer need the pa_viewer role to view the following items. Instead, indicator and breakdown ACLs are respected:
        • Analytics Hub
        • Text Analytics widgets
        • KPI Details
        • Breakdowns on workbench widgets
      • Performance Analytics widgets: In general, Performance Analytics widgets follow indicator and breakdown ACLs.
      • Targets and Thresholds: On the Analytics Hub, no roles are required to create personal targets and thresholds.
      Support for visualization options in KPI Details for workspaces
      You can now adjust targets, trendlines, forecasting, and comments in KPI Details.
      • Create and edit KPI Details targets.
      • Modify KPI Details thresholds.
      KPI Signals is active by default
      You no longer have to activate the KPI Signals (com.snc.pa.kpi_signals) plugin. It is active by default. An admin can disable it.
      KPI Signals sends email notifications
      As a responsible user, you can receive email notifications about new or unresolved signals, anti-signals, or any actions taken on signals. You no longer have to open KPI Signals and manually check each KPI for signals.
      KPI Signals supports automated detection jobs
      To support notifications, the KPI Signals application provides automated signal detection jobs. For formula indicators, you can modify the jobs to line up with the data collection jobs for the contributing indicators.
      Improved indicator targets on Analytics Hub
      When you set a target for an indicator on the Analytics Hub, you can now do the following:
      • Set a start date in the future.
      • Set a review date on which to consider updating the target.
      • Set the target as an improvement on the average score or on the previous target. You can set the improvement as a percentage.
      Improved Analytics Q&A suggestions
      When you use Analytics Q&A, the suggestions from previous searches are now shown together with the suggested indicators, tables, and columns.
      Contributing indicators in formula indicator records
      Formula indicator records now include a Contributing indicators related list. Use this list to navigate to the indicators that are used in the formula or to their indicator sources. If you include another formula indicator in the formula, both that indicator and its contributing indicators are listed.
      Breakdowns in breakdown source records
      Breakdown source records now have a tab that lists the breakdowns that are based on that source. You can create a breakdown while in this list. The list works like the Indicators list on indicator source records.
      Element filters support related list conditions
      When you create an element filter, you can now include conditions on a related field in a different table than the table in the breakdown source.
      Breakdown mappings and indicators in script records
      Script records now have tabs that list the breakdown mappings and indicators that use the script. You can create a breakdown mapping or an indicator while you are in these lists. The lists work like the Indicators list on indicator source records.
      Indicator forms show application fields
      By default, you can now see the application that the indicator belongs to.
      Enhancements to the data visualization component configuration in workspaces
      The data visualization component configuration adds more options and an enhanced user interface.
      For the user interface, the Display settings and Component settings sections have changed. They include the following:
      • A Data update settings section is added, making relevant settings easier to navigate.
      • The Style tab is renamed to Presentation.
      The following styling options are added:
      • Show or hide a visualization component header on a landing page, along with its label and icons.
      • Change score sizes of single score visualizations.
      • Set default, palette, or single color options for data display.
      • Sort on categories in bar, pie, and donut visualizations based on table data sources.
      • Define data label positions and show labels that overlap on bar visualizations.
      • The following enhancements are made to pie, donut, and single score visualizations:
        • The metric label name is displayed near the metric value.
        • Legend percentages are shown along with values.
        • Data labels are shown as only percentages, as values, or as both.

      The following configuration options are new:

      • Configure the use of indicators as data sources by role:

        The par_vis_config.data_source.can_select_indicator system property enables an administrator to allow specified user roles to select indicators as data sources from the Data Visualization Configuration panel. See Available system properties.

      • Apply dynamic filtering for breakdowns:

        When filtering on breakdown elements, you can apply the [is (dynamic)] filter option. This option shows personalized data applicable only to the person viewing the visualization. Element filter options include: "One of my groups," "Groups I manage," and "Me". To understand the concepts behind applying dynamic filtering for breakdown elements, see Personalized visuals.

      • Show scores that do not match breakdown elements:

        When you select an indicator as the data source, you can filter the results by breakdown and breakdown element. If you have the Label for unmatched field defined on the breakdown source for a selected breakdown, this label appears in your choice of Elements. Select the label to display scores that do not match any of the elements. This option helps provide views into whether you need to create additional breakdowns or adjust data values.

      • Show real-time score for single score visualizations:

        Enable the Real time update option for a score visualization. Enable the Show score update time option to display the timestamp of when a score was last updated.

      • Show forecast ranges:

        Enable the Show forecast range option to view forecast ranges for time series visualizations based on indicators.

      • Follow filters for a workspace:

        Enable the Follow filters option to display visualizations with the filters that are set for the workspace.

      • Drill down into visualization values data:

        Set the Enable drilldown option to allow users to click a visualization value to display its data subset.

      • Use multiple data sources:
        Add multiple data sources of the same type for time series and bar visualizations. Configure the following:
        • Individual renaming of data sets.
        • Time series visualization type per metric.
        • Metric and Trend by fields for each source.
        • Y axes used per metric for time series visualizations.
        • Maximum number of groups for multiple data sources. The maximum is either based on the first metric's setting or set individually per source.

      Policy and Compliance Management

      Issue Management enhancements
      (Version 12.0.0) Various enhancements, including the following.
      • email notifications for issue managers
      • ability for issue managers to review issue owner responses
      • ability to create issues on policies and authority documents
      • select issue ratings that populate the due date based on configured time frames
      • create SLAs based on due date and due date reminder email notifications
      • capture the issue confirmed date when an issue is confirmed through issue triage, or when a new issue is moved to the Analyze state
      Policy acknowledgement enhancements
      (Version 12.0.0) Various enhancements, including the following.
      • set up the frequency of acknowledgement campaigns per policy
      • schedule acknowledgement campaigns automatically based on frequency
      • send out acknowledgement tasks to newly-added users in the audience for an ongoing campaign
      • cancel acknowledgement tasks for users removed from the audience for an ongoing campaign
      • extend the due date for newly-added users
      • define a warning that a campaign will be cancelled due to an associated policy being retired
      • define several types of email notifications for audience members and campaign owners

      Predictive Intelligence Workbench

      Use Case Templates page
      Modified to include a faceted filter section and template layout.

      Improved exploration of available use case templates with a linear display of the template cards.

      Added the default sort action Recommended to sort use case templates in this order: Guided Setup templates, followed by Classic Pretrained Setup templates, and then Classic Setup templates. You can also sort by A-Z or Z-A.

      Showcase the business value of implementing pretrained use cases by selecting the check boxes in the Business Value faceted filter section. Pretrained use cases that meet the selected business value criteria are sorted at the top of the use case template list.

      Use cases - All page
      Modified to include a faceted filter section and use case layout.

      Added a default sort option to show use cases that require immediate attention. The sort option shows integrated underperforming use cases first and indicates the training state, for example, In Progress, followed by integrated normal performing use cases that don't require attention.

      Tuning page is updated to show borders around editable table cells
      Double-click in an editable table cell on the Tune: New Model page to customize your model precision and coverage percentages. Editable table cells contain a border.
      Notification email for underperforming models
      The email notification script has moved from Performance Analytics to a custom Predictive Intelligence Workbenchscript. The script runs daily and checks if a model is underperforming using the Predictive Intelligence API. The sysevent_email_action script is updated to send notifications when the underperforming value for a model is set.
      Model record page is changed to Model details page
      The Model record page is renamed to the Model details page and relevant model version information is added.

      Problem Management

      Improved problem workflow
      If you cannot fix a problem without doing more analysis, then you can reanalyze the problem by moving it from the Fix in Progress state back to the Root Cause Analysis state. The functionality is available for any user with a problem coordinator role or a higher role. Previously, you could go to the Root Cause Analysis state only from the Resolved state.

      Reporting

      Aggregation for minimum and maximum values
      Show the maximum or minimum value for each segment of a report. For example, when you apply the maximum aggregation to incidents grouped by priority, you can see the incident with the highest business duration in each priority.
      Reporting, filtering, and sorting on Variables and Questions
      • Report on questions using any report type which supports grouping, stacking, columns, and rows.
      • Filter on the Variables and Questions fields in the condition builder.
      • Sort by the Variables and Questions fields from the Add Sort option in the reports filter.
      Dot-walking on sorting
      Access sorting on fields from extended tables, and configure the order of reference fields by dot-walking. The Add Sort option in the reports filter enables you to dot-walk one level to applicable fields.
      Enhancements to the data visualization component configuration in workspaces

      The configuration of the data visualization component has more styling and data handling options along with an enhanced user interface.

      For the user interface, the Display settings and Component settings sections have changed. They include the following:
      • A Data update settings section is added, making relevant settings easier to navigate.
      • The Style tab is renamed to Presentation.
      The following styling options are added:
      • Show or hide a visualization header on a landing page, along with its label and icons.
      • Change score sizes of single score visualizations.
      • Set default, palette, fixed element, single color, or color rule options for data display.
      • Sort on categories in bar, pie, and donut visualizations based on table data sources.
      • Define data label positions and show labels that overlap on bar visualizations.
      • Enable the Show zero option to display a score of '0' for scores without data. This option applies for single score visualizations which have no data for a selected source or condition. This option overrides the default "No data available" display.
      • In pie, donut, and single score visualizations, metric label names are shown near the metric value.
      • The following enhancements are made to pie and donut visualizations:
        • Legend percentages are shown along with values.
        • Data labels are shown as only percentages, as values, or as both.
      The following data options are new:
      • Dot-walking on conditions and fields:

        You can dot-walk on the condition builder for filters and on the Metric, Group by, and Trend by fields.

      • Show real-time scores for single score visualizations:
        • Enable the Real time update option for a score visualization. Enable the Show score update time option to display the timestamp of when a score was last updated.
        • Set the Live refresh rate option to choose the refresh frequency of a visualization's score. An administrator can also configure the minimum interval for the live refresh rate with the par_vis_config.live_refresh_rate_min_value system property. See Available system properties.
      • Aggregate on FX currency fields:
        For visualizations based on a table source which has FX currency fields, the Show value in option enables you to aggregate on the following:
        • Reference currency: Show values converted to a reference currency that other currencies are converted to.
        • Actual amount: Show actual values as entered in the original user's local currency.

        Using reference values that are expressed in multiple currencies is not supported. For information on FX currency concepts, see FX Currency values in reporting.

      • Show distinct count aggregations for the document ID field:

        When using a table source which contains the document id field, you can select to aggregate data by the Count distinct option from the Metric field. For more information, see Document ID field.

      • Follow filters for a workspace:

        Enable the Follow filters option to display visualizations with the filters that are set for the workspace.

      • Drill down into visualization values data:

        Set the Enable drilldown option to allow users to select a visualization value in order to display its data subset.

      • Show multiple data sources:
        Add multiple data sources of the same type for time series and bar visualizations. Configure the following:
        • Individual renaming of data sets.
        • Time series visualization type per metric.
        • Metric and Trend by fields for each source.
        • Y axes used per metric for time series visualizations.
        • Maximum number of groups in bar visualizations. The maximum is either based on the first metric's setting or set individually per source.

      Search administration

      Contextual search properties
      The default value of the Number of milliseconds that a configured field will wait before triggering a search [com.snc.contextual_search.wait_time] system property has increased from 500 milliseconds to 1,000 milliseconds (one second).
      Understanding search signal tables
      The First page results column has been migrated from the Search Event [sys_search_event] table to the new Search Signal Event [sys_search_signal_event] table.

      Security Incident Response

      IBM QRadar Offense Ingestion integration
      Fetch all offenses that are generated by the IBM QRadar System, Override, and User active rules.
      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.
      Splunk Enterprise Event Ingestion integration for Security Operations
      The Splunk Enterprise Event Ingestion for Security Operations integration has been enhanced with the following features:
      • You can select multiple similar alerts in a single profile.
      • 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: Observables, Configuration Items, and Affected Users.
      Splunk Enterprise Security event ingestion integration for Security Operations
      The Splunk Enterprise Security event ingestion integration has been enhanced with the following features:
      • When a notable event correlation rule is disabled or inactive in Splunk Enterprise Security, profile settings (for example sample events, mappings) are retained. Rules must be de-selected and replaced. When new settings are created existing settings (for example sample events, mappings) are erased.
      • Suppressed notable events in Splunk ES are excluded during an ingestion of events without additional filtering required.
      • Updated the polling mechanism for profiles to create an overlap window between successive polls to ensure that no notable events are missed within a specific interval.
      • When two or more Splunk ES fields are mapped to a single SIR field, for example Description, and if one Splunk ES field value is NULL or empty, the SIR field populates the remaining non-NULL field values.
      • Notable events are ingested even if the correlation rule has special characters, such as the backslash (\), extra spaces at the end of the rule name, and other special characters (~!@#$%^&*()_+{}[]“:;‘?><,./|\).
      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.

      Service Catalog

      Catalog data lookup definition
      • Eliminate scripting by leveraging data lookup rules that can now be set on any table within the current scope.
      • A user with the catalog_admin role can create or edit a catalog data lookup definition.
      Renaming of Macro variables
      • Macro is renamed Custom.
      • Macro with Label is renamed Custom with Label.
      Default view of the catalog item form
      Catalog item fields used by the catalog builder are now visible in the default view of catalog item forms.
      The following catalog item fields are internal, and you should not edit them:
      • Checked out
      • Owner
      • State
      Content item field ACLs
      The content item field ACLs have been modified to grant access to anyone who has access to that item.

      Service Owner Workspace

      Service record form fields are hidden to reduce duplication and improve organization layout
      Improve consistency between recommended data model and Service form base-system fields. The following form fields are hidden:
      • Managed by
      • Approval group
      Form fields are moved from Service form to Offering form to reduce duplication and improve organization layout
      Improve consistency between recommended data model and Service and Offering form base-system fields. The following form fields are moved from the Service form to the Offering form:
      • Location
      • Service level requirement
      • Monitoring requirements
      • Managed by
      • Prerequisites
      • Maintenance schedule
      Demo data is not installed with the Service Portfolio Management Foundation plugin
      Activate the Service Portfolio Management Foundation plugin (com.snc.service_portfolio) without demo data. This applies when you activate the plugin or reset an instance.
      Note: You can add demo data for Service Portfolio Management and service level agreement commitments with the Service Portfolio Management Foundation Demo Data plugin (com.snc.service_portfolio.demo_data).
      Service Offering table is relabeled to Offering
      The Service Offering [service_offering] table is relabeled to Offering.
      Note: This change is for users new to the Service Owner Workspace application or when an instance is reset.
      Stability is renamed to Critical Incidents for metrics and charts
      References to Stability at the offering level for services is changed to Critical Incidents to provide a clearer meaning for what the metric represents.
      Default Critical Incidents 30 day running aggregate
      The default 30d running SUM aggregate for the SPM P1 Incident and Major Incident Count indicator (Indicator properties > Other > Default time series) is removed and the value is blank. There is no running sum. All open major and P1 incidents per day are shown for the Critical Incidents metric.
      Note: This metric, formerly called Stability, is called Critical Incidents with the Quebec release. Users must update the upper and lower boundaries for this metric.
      Critical Incidents single score is changed to a time series chart
      Formerly known as the Stability metric, the Critical Incidents metric single score widget is converted to a time series widget on the Offering Overview tab.
      Service and Offering page Trends tab
      The Trends default time control is changed from Last 7 days to Last 30 days to provide performance data over a longer period of time.
      Offering Overview tab
      The Overview default time control is changed from Last 30 days to Last 7 days to provide more recent performance data.

      Service Portal

      Added portal fields for configuring AI Search
      The Portal [sp_portal] record now includes fields for configuring AI Search on your portal.
      Added instance options for search widgets
      The Homepage Search, Faceted Search, Typeahead Search, Catalog Homepage Search, and Knowledge Breadcrumbs widgets now include instance options for configuring AI Search at the widget level.
      Announcements for unauthenticated users
      Previously, public announcements would display to all users, regardless of whether or not they logged in to the portal. Now, you can select to display public announcements to only those users who haven't logged in.

      Service Portfolio Management

      Demo data is not installed with the Service Portfolio Management Foundation plugin
      Activate the Service Portfolio Management Foundation plugin (com.snc.service_portfolio) without demo data. This applies when you activate the plugin or reset an instance.
      Note: You can add demo data for Service Portfolio Management and service level agreement commitments with the Service Portfolio Management Foundation Demo Data plugin (com.snc.service_portfolio.demo_data).
      Service Offering table is relabeled to Offering
      The Service Offering [service_offering] table is relabeled to Offering.
      Note: This change is for users new to the Service Portfolio Management application or when an instance is reset.

      Software Asset Management

      SaaS plugins
      The following SaaS plugins have moved to the ServiceNow Store:
      • Software Asset Management - SaaS License Management (com.sn_sam_saas)
      • Software Asset Management - SaaS License Management Integrations (com.sn_sam_saas_int)
      • Software Asset Management Spoke (com.sn_sam_spoke)

      Starting with the Quebec release, you must request and activate only the Software Asset Management - SaaS License Management Integrations (com.sn_sam_saas_int) plugin. By activating this plugin, the Software Asset Management - SaaS License Management (com.sn_sam_saas) and Software Asset Management Spoke (com.sn_sam_spoke) plugins activate automatically.

      Salesforce integration (v2.0.1)
      Starting with version 2.0.1 of the Salesforce spoke, you must use the SaaS License Management Salesforce CRM integration to track software subscriptions and reclaim unused licenses for your Salesforce customer relationship management (CRM) services. This version of the Salesforce spoke is introduced in version 4.0.0 of Software Asset Management - SaaS License Management Integrations.

      Subscription Management

      Unrestricted-user licenses
      Max-user licenses have been renamed to unrestricted user licenses. Unrestricted-user licenses have no restrictions on role assignments. The number of purchased unrestricted user licenses determines the number of users that are allowed to be active.
      User sets and groups
      Subscription Management now uses groups instead of user sets. On your upgrade to Quebec, your user sets convert to groups. You can assign groups to subscriptions to give every user in the group a license.

      Time Card Management

      Time Card Management
      • While posting time, the operational resource plan associated with a task is automatically filled out in the time card. If multiple operational resource plans are associated with a task for that time period, you can select a different resource plan in the Resource plan field. For more information, see the Create a time card topic.
      • View the hourly rate of a rate line in functional currency in the Rate in functional currency field of the Rate Line form.

      Upgrade Center

      View loaded files for a plugin
      Get a related list view of all the files loaded for a plugin by clicking View all plugin duration.
      Fix scripts
      Any customizations made to the fix script apply only when you manually run the script.

      Virtual Agent

      Virtual Agent admin configuration and topic authoring enhancements
      • Chat Setup form: Use system properties listed in the System Messages related list on the Chat Setup form to change the default message text for standard bot messages displayed in Virtual Agent and Live Agent chat.
      • Idle Virtual Agent conversations: The default idle timeout period for conversations abandoned by requesters is two hours (7200 seconds) rather than 24 hours. The scheduled job that automatically closes idle conversations, Time Out Abandoned VA Conversations, runs hourly each day rather than once a day. You can also add properties to specify idle timeout values by channel, which overrides the idle timeout period set for all idle conversations.
      • Virtual Agent Designer
        • Virtual Agent text formatting: Enable topic authors to use text formatting to highlight and structure bot responses in web/mobile channels, including bold and italic text, bullet lists, links (URLs), and emojis.
        • Secure input handling: Support for the secure input and handling of passwords in Virtual Agent, including password obfuscation during user input and conversation processing, pass-through to third-party services, and storage such as logs, queues, and tables.
        • Virtual Agent message layouts: Display message content in table and image card layouts. Use the Table bot response control to display content in a column layout with optional column headers.
        • Topic discovery fallback option for NLU-based topics: Specify keywords that Virtual Agent can use during topic discovery when NLU returns no matches.
        • Topic Properties page:
          • Topic types: Includes setup and small talk topics, which were formerly topic categories.
          • Category: Set more than one category for a topic and make the category visible to end users.
          • Condition: Specify topic conditions that control topic accessibility to the end user through a condition builder.
        • Topic management:
          • Node highlighting during topic testing: Quickly see which node (control) is in use as you test (preview) your topic. The current (active) conversation node is automatically highlighted in the Virtual Agent Designer canvas or table view.
          • Search by chat node name in the Virtual Agent Designer canvas.
      • Additional multi-language NLU support: Expanded international language support for sixteen languages. The following five languages have intent and entity support: English, French, German, Spanish, and Japanese. The remaining languages have intent-only support: Dutch, Italian, Polish, Brazilian Portuguese, French Canadian, Swedish, Danish, Norwegian, Finnish, Korean, and Chinese.
      • NLU support for new system entities: New entities include person name, number, and currency.
      Chat enhancements
      • Chat menu: Provide end users with options to enable or disable incoming audible alerts and notifications. You can also provide authenticated end users with the option to subscribe or unsubscribe from receiving notifications through Virtual Agent.
      • Input validation of certain data types: Virtual Agent automatically validates the formats of the following items when entered by end users: email, phone number, date, IP address (IPV4 and IPV6), and URLs. If the validation fails, Virtual Agent displays an error message that identifies the invalid data type.
      Custom chat integration framework enhancements
      • Synchronous authentication of messages
      • Performance enhancements: Send outbound data via a Flow Designer subflow instead of an action for better response times
      • Framework support for various features: bot messages, chat branding, contextual actions, custom controls, display of typing indicators to user and agent, notifications, skip functionality (enable user to skip input controls), dynamic translation, user account linking and Quebec features such as secure password handling, text formatting, and system messages.

      Vulnerability Response

      Vulnerability Response (v 13.0)
      The following features were fixed or enhanced for version 13.0:
      • Domain separation support for the Reapply Calculator feature.
      • The App-Sec-Manager role has permission to cancel an Application Vulnerability Integration run.
      • Performance enhancements for updates to the vulnerability entry rollup of the Vulnerability Rollup calculator.
      • Domain separation support for the exception rule in Exception Management.
      • The Reapply remediation target rule job works as expected when the BETWEEN operator is used in the Condition builder.
      • False positive Until date validation works as expected.
      • The Cancel Exception rule works as expected.
      • Domain separation support for the auto-close VI feature.
      Deprecated: The NVD integrations in Vulnerability Response prior to v13.0
      This feature has been deprecated in favor of the Vulnerability Response integration with NVD available in the ServiceNow Store. See the New REST-based NVD Integrations [KB0870291] article for more information.
      Vulnerability Response (v 12.2)
      Fixes for performance issues related to concurrency processing of remediation target rules and other minor defect fixes.
      Qualys Vulnerability Integration
      Starting with v12.1 of Vulnerability Response, new Host Import maps are added for Unclassed Hardware. Discovery source VR-Qualys is created and passed to the IRE to create CIs.
      Rapid7 Vulnerability Integration
      Starting with v12.1 of Vulnerability Response, discovery source VR-Rapid7 is created and passed to the IRE to create CIs. New Host Import maps are added for Unclassed Hardware. Two new CIs, Network Adaptor and IP Address, are created along with the Unclassed Hardware CI.
      12.1 Removed granular role, app_read_application_release.
      This role was assigned to the App-Sec Manager group for Application Vulnerability Response and is being removed.
      NVD feeds are automatically updated to v1.1
      Starting with v12.1 of Vulnerability Response, the NVD downloads URL is automatically updated to v 1.1. You no longer have to update your feeds manually.
      Reapply remediation target rules (v 12.0)
      Reapply remediation target rules to existing vulnerabilities. Make adjustments to target rules without having to reimport data or perform custom scripting.
      Rapid7 import for Assets last scanned with Auto-close Stale Vulnerable Items (v 12.0)
      Closing vulnerable items through the Auto-Close Stale Vulnerable Items module with the Assets last scanned option selected eliminates the need for a completed import from one of the Rapid7 comprehensive integrations.
      Assess your exposure to vulnerable software with normalized product names (v 12.0)
      With SAM Pro with the Exposure Assessment module, normalize the product names of your assets. Using normalized product names may promote more software matches.
      NVD downloads URL updated to v1.1
      In early 2020, the JSON URL for NVD downloads updated to v 1.1. For versions of Vulnerability Response prior to v 12.1, you must update your feeds manually. For more information, see the NVD imports from the JSON v1.0 feeds no longer work, as NIST has deprecated them in favor of v 1.1 [KB859923] article in the HI Knowledge Base.
      Reopen resolved vulnerable items not closed by third-party scans (v 10.3)
      Vulnerable items set to Resolved in your Now Platform instance but not transitioned to Closed/Fixed by third-party integration runs are reopened if they are detected during rescans.
      • For Qualys detections, if the scanner continues to find VIs that were set to Resolved but then not transitioned to Closed/Fixed by subsequent scans, these VIs move back to the Open state when the last found date is later than the Resolved date.
      • For Rapid7 detections, an option is now available on the Rapid7 configuration page in your instance to reopen resolved VIs by age. If enabled, VIs set to Resolved but then not transitioned toClosed/Fixed by subsequent scans transition back to the Open state after the number of days that you enter.
      Qualys host tags in Vulnerability Response (v 10.3)
      Imported Qualys host tags are imported using the Qualys Asset List Integration instead of the Qualys Host Detection Integration and processed using the common tags framework. See the Migrate Qualys Host tags to new tag framework [KB0825682] article in the HI Knowledge Base for more information on how to transition from existing Qualys tags to the new framework.
      New attributes available for the integrations List view (v 10.3)
      Two attributes have been added that apply to all third-party integrations with Vulnerability Response.
      • When enabled, (true), the Run separately attribute ensures that integrations of the same type that are also enabled do not run simultaneously.
      • For some third-party integrations, a series of integration runs is required to import requested data. For these types of chained integration runs, the Next integration column on the integrations List view displays the next integration scheduled to run in the series after the integration displayed in the Name column is successfully completed.
      Enhanced vulnerable item age calculation and display (v 10.0)
      The scheduled job, Update Vulnerable Item Age, was removed and deprecated for upgrade customers. An enhanced Age column (Age) is inserted into the Vulnerable Item table upon an upgrade to or installation of v 10.0. The vulnerable item age is displayed with more significant digits in Day/Hour/Minute format.
      View Vulnerability Response vulnerable item detection data (v 10.0)
      The Qualys severity [qualys_severity] and Last updated by source [last_updated_by_source] fields listed in the Vulnerable item [sn_vulnerable_item] table are deprecated and no longer populated. Because the Business Rule (BR) map Qualys Values uses Last updated by source, it is also deprecated.
      Table removed (v 10.0)
      The Associated IP Addresses [sn_vul_vi_ip_address] table in Vulnerability Response was removed.

      Vulnerability Response integrations

      Version 2.1 of the Tenable Vulnerability Integration: Rescans
      You can initiate rescans for the Tenable.sc product from discovered item records in your Now Platform. View IP addresses for assets not accessed during the scan on Tenable Vulnerability Scan records.
      Version 12.0 of the Rapid7 Vulnerability Integration
      Fixed: The Rapid7 Vulnerability Integration to ensure that missed third-party vulnerabilities are imported.
      Version 10.5 of the Shodan Exploit Integration
      Fixed: The KMF error by adding security modules.
      Version 10.4 of the Shodan Exploit Integration
      Fixed defects.
      Version 11.2 of the Rapid7 Vulnerability Integration
      • Increased the password field length in the Rapid7 Configuration table to accommodate a KMF change.
      • Updated permissions for one of the client scripts to ensure proper access.
      Version 11.0 of the Rapid7 Vulnerability Integration
      Starting with version 11.0 of the Rapid7 Vulnerability Integration and version 12.0 of Vulnerability Response, to limit the number of Vulnerable Items and import data more efficiently from the Rapid7 InsightVM daily VI integration, when Last Assessed for Vulnerabilities is specified, only scanned assets are imported.
      Version 11.0 of the Rapid7 Comprehensive Vulnerable Item Integration for Auto-Close Stale Vulnerable Items
      Starting with v12.0 of Vulnerability Response and version 11.0 of the Rapid7 Vulnerability Integration, if you choose to automatically close stale vulnerable items based on the Vulnerable items last found option with the Auto-Close Stale Vulnerable Items module, verify that one of the Rapid7 Comprehensive Vulnerable Item Integrations is enabled and a successful integration run is completed within the last seven days.

      If you choose to close vulnerable items with the Assets last scanned option selected, a completed run from the comprehensive integrations is not required.

      Version 10.3: New attributes for the Integrations List view
      Two attributes have been added that apply to all third-party integrations with Vulnerability Response.
      • When enabled, (true), the Run separately attribute ensures that integrations of the same type that are also enabled do not run simultaneously.
      • For some third-party integrations, a series of integration runs is required to import requested data. For these types of chained integration runs, the Next integration column on the integrations List view displays the next integration scheduled to run in the series after the integration displayed in the Name column is successfully completed.
      Version 10.3 of the Rapid7 Vulnerability Integration: Volume limitation on use of the Site Filter
      If total assets are 10,000 or more, the filter sends a 500 internal server error. The Rapid7 product is tracking this issue in support ticket EA-3945.
      Version 10.3 of the Qualys Vulnerability Integration: Host tags
      Instead of using the Host Detection Integration, imported Qualys host tags are ingested using theQualys Asset List Integration and processed using the common tags framework. See Migrate Qualys Host tags to new tag framework KB0825682 for more information on how to transition from existing Qualys tags to the new framework.
      Version 10.3 the Rapid7 Vulnerability Integration: InsightVM performance improvements
      Fixed occasional processing errors that prevented theRapid7 InsightVM Integration from successfully importing all the payload data and creating or updating vulnerable items as expected.

      Walk-up Experience

      Walk-up Experience on Now Mobile
      When using the Now® Mobile app for Walk-up Experience, the My Items tab is introduced in this release. The My Items tab contains: My Tasks, My Assets, My Requests, and My Tech Visits. You can also access Tech Lounge from the Information tab.

      Workforce Optimization for ITSM

      Coaching enhancements
      • Label name change: The Assessments tab label has been changed to Active Assessments.
      • View team assessments: View assessments of all teams for which you are a manager or an additional manager.
      Changes to On-Call Schedule application when enabled with Workforce Optimization for ITSM
      If you are using Mobile experience for On-Call Scheduling along with the ITSM Mobile Agent for Workforce Optimization for ITSM, you can access the On-Call Scheduling actions from the Schedule section.
      To access:
      • Upcoming shifts: tap My calendar and view your shifts.
      • Time-off requests: tap Time-off requests and view the list of requests awaiting your approval and the ones for which you have completed the approval process.
      • Who is on-call: tap Who is on-call to view the list of groups in the on-call schedule.

      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 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. 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 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

      Customize Playbook actions
      Customize actions at a stage level and a playbook level so that agents can take actions on a parent record within Playbook.
      Manage bi-directional Playbook activity state mapping
      Configure bi-directional activity state mapping. Bi-directional activity state mapping enables process activity authors to map a playbook card status to any record specified within the activity.
      Filter lists with the Natural Language Query filter
      Filter lists with the Natural Language Query (NLQ) filter. Use natural language to filter Workspace lists, in addition to using the condition builder.
      Create a new list from an existing list or entirely new
      Create a new version of an existing list, or create an entirely new one.
      Export a PDF with an improved look
      Export list PDFs to leverage Workspace settings with an improved look.
      Receive an alert when the deletion of a record causes the deletion of another record
      Receive an alert when you attempt to delete one or more records indicating that deleting this record also deletes one or more related records.
      Enable Encrypted Text field support in Workspace
      Enable Encrypted Text (glide_encrypted) field support in Workspace by adding the property glide.ui.record.encrypted_text.enabled to sys_properties with the value as true.
      Create a custom form template or improve an existing form template
      Manage custom form templates by creating, editing, and deleting templates. Custom form templates enable you to customize the fields that are displayed in forms.
      Disable Document Viewer in Workspace
      Disable Document Viewer in Workspace forms. Document Viewer enables you to view documents directly within a Workspace form rather than having to download the files to your file system.
      Select predefined date ranges and times on a calendar
      Select a range of date formats in a calendar, such as week, month, year, and quarter and select a range of time. You can also select predefined date ranges that include business calendars.
      Date range picker.
      Create a field name field type
      Create a reference field name that depends on the Table Name field.
      Reference records on a form using a Doc ID field type
      Reference any record on any table in the Document ID field.
      Configure a template value field
      Select desired fields to create a form template. Template value fields display as a list to select a column and an input field to input a value.
      Use compose and the Activity Stream side by side
      Use compose and the Activity Stream side by side. Write comments and scroll the conversation history with the requester at the same time.
      Compose an email in the form view context
      Compose an email while viewing a log of conversations between agents or requesters without losing context in another record tab.
      Filter the Activity Stream using an advanced filter
      Filter the Activity Stream with a more intuitive filter that allows you to filter by post type. You can also use the filter to show only pinned items in the Activity Stream.
      Activity Stream advanced filter.
      Pin information in the Activity Stream
      Pin important information in the Activity Stream to make it easier for you and other agents to find later using the filter.
      Sort information in the Activity Stream
      Sort information in the Activity Stream from newest to oldest, or oldest to newest.

      eBonding for Telecommunications

      New catalog state value
      Choose a new state called Publishing from the remote record producer choice list. This new choice list does not contain Retired as a state. To identify if a record has retired, it sets the Active flag and the state for the record to Published.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login