Version history for the Workforce Optimization for ITSM Configurable Workspace application 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 2.7.0 - May 2025
Minor bug fixes.
Version 2.6.2 - February 2025
Fixed: Bug fixes
Version 2.6.0 - November 2024
No Major feature changes. Contains minor changes and bug fixes.
Version 2.5.0 - August 2024
Fixed accessibility defects in home page of Workforce Optimization.
Version 2.4.0 - May 2024
Fixed: WCAG issues.
Version 2.2.3 - March 2024
Updated: This version is compatible with all patch release versions in the Vancouver release.
Version 2.2.2 - February 2024
  • Changed: Modify L1 schedules path Coaching dashboards to UIB
  • Fixed: WCAG bugs Sow Edit modal bug Top Five occasions modal bug
Version 2.1.0 - November 2023
  • New:
    • Migration of page layout to 3.0 version
    • Added the Applaud app
  • Fixed:
    • Removed recommended actions dependency from app-uib-wfo-core plugin
    • Accessibility issues
Version 2.0.0 - August 2023
  • New:
    • Localization for WFO apps
    • Update list configurations and demo data scripts
    • Creating matching rules to enable work item assignments
    • Using filters to narrow down the display of team members
    • Including or excluding user criteria for event types
    • Verifying user access for your groups or team members
    • Adding a quiz as a course item to a learning path
    • Creating, editing, or deleting an event of the custom event type
Version 1.4.3 - August 2023
  • New:
    • Localization for WFO apps
    • Update list configurations and demo data scripts
    • Using filters to narrow down the display of team members
    • Including or excluding user criteria for event types
    • Verifying user access for your groups or team members
    • Adding a quiz as a course item to a learning path
    • Creating, editing, or deleting an event of the custom event type
Version 1.4.1 - February 2023
  • New:
    • Telemetry for Agent self enroll and recommendation of courses and paths - My Learning page, Overview and Discover pages
    • Added Table Definitions for Coaching and Learning, Skills, Forecasting
  • Changed: minor updates for Schedules and Skill Request apps
Version 1.2.2 - November 2022
  • New: Added the demo data scenarios
  • Fixed: Minor bug fixes
Version 1.2.1 - August 2022
  • New: Support for new modules like Work Scheduler, Learning Path, and Skill Requests
  • Fixed: Enabled localization support, minor bug fixes
Version 1.1.1 - May 2022
New: Added Incidents triaged by VA KPI and enabled localization support.
Version 1.0.0 - March 2022
Workforce Optimization for ITSM provides a set of applications that empowers the manager persona to optimize their work. By using the Manager Workspace enabled by this application, managers can go to a single place where they can perform all their tasks, such as view and change agents schedules, assign and review trainings and track groups and individual agents KPIs.