Service Operations Workspace ITOM Apps release notes

Version history for the Service Operations Workspace ITOM Apps on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 26.7.2 - June 2025
  • Fixed in Integration Launchpad:
    • PRB1884316 - Integration Launchpad not working with HLA versions prior to February.
    • PRB1890903 - Push Connector Instance Deletion Issue Not Created via Integration Launchpad.
    • PRB1892575 - Integration created for a Dynamic CI service in SRM has a blank "Default CI" field.
Version 26.7.0 - May 2025
  • New:
    • Express List Data Source icons improvements
      • Adding new icons for HLA alerts and displaying all source icons for Alert Groups on the Express List.Also, for Alert groups, the Preview Panel Alert card displays the source icon for each alert.
    • Enhancements in the integration launchpad for HLA data inputs and the Overview page:
      • Link out to Log Viewer in Context
      • Overview page - Banner adjustment
      • New Log Analytics push integration for REST API data input
      • Log Analytics integration for Kafka data input
      • AWS Firehose Integration for Log Analytics
      • New integration for Azure Log Analytics data input
      • New integration for Splunk data input in the integration launchpad
  • Fixed: Accessibility improvements on the Service Dashboard
Version 26.3.4 - March 2025
Fixed: Fixing a bug in the Express list preview panel, for cases where an Alerts Additional info field contains a nested object.
Version 26.3.1 - February 2025
  • New:
    • Added the ability to simulate all grouping types in Alert Automation Grouping Definitions.
    • Introduced new Health Log Analytics Data Inputs in the Integrations Launchpad.
    • Added support for the Network Traffic Correlation Group in the Express List and Alert form.
    • Introduced a new Link View Visualization for the Network Traffic Correlation Group.
    • Added the "Add Alerts to Group" action in the Express List.
    • Introduced a new role in Event Management (evt_team_operator) to support federated teams. Users with this role can:
      • Create new integrations for their teams.
      • Create and edit alert automations for their teams.
      • Access a filtered list of alerts that belong to their teams.
      • View the on-call schedule of their teams.
  • Changed:
    • Made accessibility improvements.
    • Redesigned the Additional Info field in the Express List.
    • Added new fields to the CI Info in the Express List preview panel.
Version 25.3.3 - November 2024
  • New Features:
    • Alert Automation - Event Data Mapping: Allows single values from event sources to be directly mapped to standard ServiceNow alert fields within Service Operations Workspace. Note: This feature is only available on the X release.
    • Group Automation - New Header: Displays grouping efficiency stats, such as total alerts, alert groups, ungrouped alerts, and compression.
    • Express List - Preview Panel: Shows detailed configuration item (CI) information associated with alerts in the preview panel.
    • Integration Launchpad - New Metric Connectors: Added SCOM and Dynatrace metric connectors as new integration tiles.
  • Changes:
    • Platform Enhancements: Improved performance and accessibility.
    • Automation Active Switches: Active toggle switches across automations (Ignore, Enrich, Respond, and Group) are now check boxes.
      • Enrich & Respond Automation: Added And finally section with two radio buttons:
        • Run other enrich alert automations continues matching automations.
        • Don’t run other enrich alert automations halts matching automations after execution, except those by other assignment groups.
    • Express List - “Select All”: Pausing the Live list by selecting All prevents new alerts from flowing in, allowing focus on selected alerts.
  • Fixes:
    • Grouping Automation: Resolved an issue with grouping criteria deletion.
    • Event Management Connectors:
      • vRealize events now return the Node field.
      • Improved Event Time mapping in custom connectors.
      • Resolved Solarwinds compartment call failures for over 3,000 compartments.
      • Fixed ICINGA event retrieval issues.
    • Alert Automation:
      • Replaced Enrich Automation toggle with check box.
      • Corrected Abort function in Group Simulation.
      • Fixed infinite loader in the Identified Issues card in the Alert Overview tab.
      • Fixed timeframe filter in Tag-Based Alert Clustering.
Version 25.1.15 - August 2024
Fixed: Group By functionality in Lists.
Version 24.2.3 - June 2024
  • New:
    • Alert Timeline View
    • Link View
    • Free-text search of alerts
    • Keyboard interactions
    • Connector health KPIs
  • Changed:
    • Restyled the alert panel
    • Display time format according to user preferences
  • Fixed: Alert auto-refresh issues
Version 24.1.2 - March 2024
  • New:
    • Add Alert Assist to the Express List - Simplify and enrich with technical analysis using Now Assist
    • Manage views (Express List) - Centralized management of predefined views assigned to users and user groups
    • Probable root cause in alert preview panel (Express List) - Add the Probable Cause tab to the alert preview panel in the Express List
    • Define assigned teams in connector setup (Integration Launchpad) - Add the option to assign a connector to a specific team to achieve ownership and assignment to a team
    • Customer connector definition - Add the option to map from received events (Integration Launchpad)
    • Add alert trends to the alert preview panel (Express list) - Add information on repeated alerts and similar alerts to the alert preview panel in the Express List
  • Changed: Align Source icons in Express List and Integration Launchpad.
  • Fixed:
    • Fixing the loading time of large alert groups
    • Fixing UI for long filter name
    • Fixing live list filters when filtering on complex column
Version 23.1.2 - March 2024
  • New
    • Add Alert Assist to the Express List - Simplify and enrich with technical analysis using Now Assist
    • Manage views (Express List) - Centralized management of predefined views assigned to users and user groups
    • Probable root cause in alert preview panel (Express List) - Add the Probable Cause tab to the alert preview panel in the Express List
    • Define assigned teams in connector setup (Integration Launchpad) - Add the option to assign a connector to a specific team to achieve ownership and assignment to a team
    • Customer connector definition - Add the option to map from received events (Integration Launchpad)
    • Add alert trends to the alert preview panel (Express list) - Add information on repeated alerts and similar alerts to the alert preview panel in the Express List
  • Changed
    • Align Source icons in Express List and Integration Launchpad
  • Fixed
    • Fixing the loading time of large alert groups
    • Fixing UI for long filter name
    • Fixing live list filters when filtering on complex column
Version 24.0.4 - December 2023
  • Fixed:
    • Unable to install Service Operations Workspace
    • Unable to load the playbook tab
Version 23.0.0 - December 2023
  • Fixed:
    • Unable to install Service Operations Workspace
    • Unable to load the playbook tab
Version 22.2.0 - August 2023
  • New: Adding visualization for Tag Cluster groups (starting in Vancouver).
  • Changed: Update translation files.
  • Fixed: Fixing Playbook experience loading errors.
Version 22.0.0 - May 2023
  • New: Adding agent assist to alert so users can search, view, and attach KB articles to alerts.
  • Changed: Mute multiple components.
  • Fixed:
    • The donut data automatically refreshed when the user performs an action on the landing page.
    • The 'View all' link is disabled when the donut widget has no data on the landing page.
Version 21.6.2 - February 2023
All changes are part of Service Operations Workspace Alert Management app.
Version 21.2.3 - November 2022
  • Fixed:
    • Header and sub-header texts
    • Dynamic CI Group form
    • Links to tag-based services
    • Sorting on various cards and related lists
    • Landing page column order
Version 21.1.3 - September 2022
Fixed: Fix on playbook execution table to reduce the number of records
Version 21.1.1 - August 2022
  • New: Display related Service Offerings under the impacted services section in the alert overview page
  • Changed:
    • Updated service form page layout and related lists
    • New design for the operator's landing page
    • Updated design of the alerts in group card on the alert overview page
  • Fixed:
    • Remove redundant new buttons from lists and related lists
    • Remove duplicated close button on alert list
    • Change 'view more' counts on alert overview cards
    • Align alerts in group-related list columns to the main alerts list layout
    • Fix empty state for probable root cause card in alert overview page
    • Fix identified issue card in Alert overview
    • Fix dynamic CI group related lists
Version 21.0.0 - June 2022
  • Service Operations Workspace gives service desk agents and operations teams a single place to manage work, collaborate, and have shared visibility into issues. It includes a unified user experience for agents and operations teams to work on the same problem at the same time and solve issues faster. This helps reduce downtime, improve customer satisfaction, and increase productivity across multiple groups.
  • Service Operations Workplace ITOM Applications enable you to streamline IT Operations Management workflows and processes for modern operations. You can effectively manage the lifecycle of alerts, find the root cause and remediate it.