Version history for the Proactive Service Experience Workflows 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 7.3.5 - May 2025 (Yokohama)
Fix: Poor performance in the SOW workspace due to PSEW analytics tab.
Version 7.2.5 - May 2025 (Washington, Xanadu)
Poor performance in the SOW workspace due to PSEW analytics tab.
Version 7.3.0 - February 2025
  • New:
    • The capability to select the right case type would be determined based on the product model associated with the application service. There can be multiple application services each corresponding to a different product model.
    • Capability to show consumers being affected due to the service disruption.
Version 5.3.2 - November 2024
Indicators updated for Analytics tab for the indicators (Avg active case, Avg time to resolve case, Avg time to fulfill, My team avg SLAs report, Overdue SLAs).
Version 5.1.1 - August 2024
New: 55 new KPIs tied to the new Performance Analytics Dashboard pages.
Version 5.0.1 - March 2024
Fixed: Product references to set trigger points for the trouble ticket use cases. Include few script includes, BRs and dependency.
Version 4.3.1 - November 2023
  • New: Five tables (Change, Major Incident, Major Case, Problem, and Work-Order) added to the Operations Account 360 View.
  • Changed:
    • Filter modifications to existing tables on the Operations Account 360 Review
    • Backend UXF migration from Record Page Tabs to Standard Record Pages
    • Backend UXF migration from Tab Components to Standard Page Collections
  • Removed: Removed the Provider Request table from the Operations Account 360 View
Version 4.0.0 - May 2023
New: Add support for Change Management.
Version 3.1.0 - February 2023
  • New:
    • Operations Account 360 view improves the Service Operations Workspace with account data to empower technical support to make the right decisions fast
    • Auto-identification of the accounts affected when a configuration item field is added or changed in the Details section of an incident record
Version 3.0.2 - December 2022
Changed: Renamed from Proactive Workflows for Providers
Version 3.0.0 - November 2022
  • New:
    • Comments sync between Incident and Case
    • Auto-close proactive Cases, when the respective Incident is resolved
    • Incident Escalation Policy:
      • Upgrade the Decision Table to Decision Builder also added an extra result Assignment Group
    • Needs Attention flag:
      • Set it to true when an Incident is created OR escalation happens
      • Set it to false when a user from the Assignment Group updates the Incident
    • SOW: New impact Cards under the impact Section:
      • Affected Accounts
      • Cases
    • SOW: New Related List UI Actions
      • Generate Proactive Cases on the Cases Related List. It will generate proactive Cases based on the Affected Accounts.
      • Notify Customer on Cases Related List. It will be used to sync the message from Incident to Selected Cases.
      • Identify Affected Accounts on Affected Accounts Related List. Identify the Affected Accounts from the Affected CIs and Impacted Services.
  • Changed: Renamed the Telecommunications and Media Assurance Workflows app to Proactive Service Experience.
Version 2.0.0 - August 2022
Changed: Updated APIs to make it TMF conformant
Version 1.3.9 - June 2022
Changed: Dependency application version has been updated based on family trued-up version
Version 1.3.8 - May 2022
Fixed: Fixed a compatibility issue caused by an underlying application dependancy
Version 1.3.0 - February 2022
  • New: Added support for Related Entity and Related Party for trouble ticket APIs:
    • Case
    • Incident
Version 1.2.2 - December 2021
Changed: Telecom core dependency version update
Version 1.2.1 - September 2021
Changed: Dependency changes
Version 1.2.0 - July 2021
New: Application name changed from Telecommunications Assurance Workflows to Telecommunication and Media Assurance Workflows
Version 1.1.0 - June 2021
New: This version includes a new API called the Trouble Ticket Open API which is based on the TMForum TMF 621 Trouble Ticket Open API specification
Version 1.0.2 - March 2021
New: Incorporates updates to telecommunication assurance workflow demo data
Version 1.0.1 - December 2020
  • New:
    • Added demo data for network edge CMDB CI class models
    • Added demo data for SD-WAN and CMDB CI class models
Version 1.0.0 - September 2020
The Telecommunications Assurance Workflows application includes five workflows that improve the Incident Management application in the Telecommunications Service Management product for incidents which originate from alarms from network management systems.