Changes to Yokohama features and products

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

Existing products were updated and changed in Yokohama. This includes the renaming of certain buttons or features.

Filter by

Application or featureDetails

API

Table 1. Changed scoped classes in Yokohama
Class Methods
PDFGenerationAPI - Scoped, Global
  • convertToPDF()
  • convertToPDFWithHeaderFooter()

New properties, glide.pdf.url.whitelisting.enabled and com.snc.pdf.whitelisted_urls, have been added to ensure whether external URLs provided should be rendered in the PDF output.

A new property, accessibilityEnabled, has been added for PDF accessibility support.
Table 2. Changed global classes in Yokohama
Class Methods
PDFGenerationAPI - Scoped, Global
  • convertToPDF()
  • convertToPDFWithHeaderFooter()

New properties, glide.pdf.url.whitelisting.enabled and com.snc.pdf.whitelisted_urls, have been added to ensure whether external URLs provided should be rendered in the PDF output.

A new property, accessibilityEnabled, has been added for PDF accessibility support.
Table 3. Changed REST APIs in Yokohama
API Endpoints
Attachment API POST /now/attachment/file: A new parameter, creation_time, can be used to capture attachment creation times when the Now Mobile app is offline and the attachment is uploaded to a record at a later time.
Table 4. Changed scoped classes in the ServiceNow Store
Application App Version Class Methods
Lead to Cash Core V1.4 LeadtoCashCore - Scoped Enhanced the performance of the Commit Instance API to improve number generation for the number field:
  • effect(): The _records_count return object is added to provide details about newly inserted records for a particular table, such as the table name and number of inserted records.
  • commitInstance(): A new additional parameter, useNumberGenerator, is added to optionally generate and apply sys_ids to new table records in bulk.
ATF Test Generator and Cloud Runner 2.7.2 TestGenerationApi – startJob(String tableEncodedQuery, String userEncodedQuery, String catalogEncodedQuery, Number maxTestCount, Number maxTestCountPerTable, Number maxTestCountPerItem, String email, Boolean separateUpdateSetPerScope, String scopeForGeneratingTests, String suiteName) Added the testSuite parameter allowing you to set the name of the new test suite that is created during test generation.
Table 5. Changed client classes in the ServiceNow Store
ApplicationApp VersionClassMethods
Customer Service Management v1.2 openFrameAPI - Client subscribe(): Added new events
  • openframe_wrap_up_submitted
  • openframe_heart_beat
Mobile SDK v2.9.0 NowChatTheme interface - Android Updated available chat UI color defaults.
Mobile SDK v2.9.0 NowWebTheme interface - Android Updated available web view UI color defaults.
Mobile SDK v2.9.0 NowChatThemeable protocol - iOS Updated available chat UI color defaults.
Mobile SDK v2.9.0 NowWebThemeable protocol - iOS Updated available web view UI color defaults.
Table 6. Changed global classes in the ServiceNow Store
Application App Version Class Methods
ATF Test Generator and Cloud Runner 2.7.2 TestGenerationApi – startJob(String tableEncodedQuery, String userEncodedQuery, String catalogEncodedQuery, Number maxTestCount, Number maxTestCountPerTable, Number maxTestCountPerItem, String email, Boolean separateUpdateSetPerScope, String scopeForGeneratingTests, String suiteName) Added the testSuite parameter allowing you to set the name of the new test suite that is created during test generation.
Table 7. Changed REST APIs in the ServiceNow Store
ApplicationApp VersionAPIEndpoints
Accounts Payable Operations v2.0.0 AP Invoice API Add properties supporting bill-to address information.
  • POST /sn_spend_intg/ap_invoice/cxml
  • POST /sn_spend_intg/ap_invoice/json
ATF Test Generator and Cloud Runner 2.7.2 Cloud Runner Test Generation - POST /now/sn_atf_tg/test_generation Added the testSuite parameter allowing you to set the name of the new test suite that is created during test generation.
Order Management v11.3.0 Product Order Open API The productSpecification request parameter has changed from required to optional.
  • PATCH /sn_ind_tmt_orm/order/productOrder/{id}
  • PATCH /sn_ind_tmt_orm/productorder/{id}
  • POST /sn_ind_tmt_orm/order/productOrder
  • POST /sn_ind_tmt_orm/productorder
Order Management v12.5.0 Product Inventory Open API The productSpecification request parameter has changed from required to optional. These endpoints now retrieve all product inventory records. In prior releases, product inventory records without a specified product specification weren't returned.
  • POST /api/sn_prd_invt_/product
  • GET /api/sn_prd_invt_/product
  • GET /api/sn_prd_invt_/product/{id}
Product Catalog v14.1.0 Product Catalog Open API The ability to specify product bundles has been added to the following endpoints:
  • GET /sn_tmf_api/ catalogmanagement/catalog
  • GET /sn_tmf_api/ catalogmanagement/catalog/{id}
  • GET /sn_tmf_api/ catalogmanagement/productOffering
  • GET /sn_tmf_api/ catalogmanagement/productOffering/{id}
  • PATCH /sn_tmf_api/ catalogmanagement/productOffering/{id}
  • POST /sn_tmf_api/ catalogmanagement/productOffering
  • GET /sn_tmf_api/ catalogmanagement/productSpecification
  • GET/sn_tmf_api/ catalogmanagement/productSpecification/{id}
  • PATCH /sn_tmf_api/ catalogmanagement/productSpecification/{id}
  • POST /sn_tmf_api/ catalogmanagement/productSpecification

Accounts Payable Operations

Work with invoices
  • Invoice line statuses are updated as:
    • PO matching error to Mapping error
    • PO matching completed to Mapping complete
    • Matching error to Mapping error
    • Review mapping
Invoice ingestion process when Document Intelligence is unavailable
Accounts Payable Operations integration with Document Intelligence enables AP admin to create invoice manually when DocIntel is down. The capture invoice details activity card displays the Create invoice option

Adoption Services

Help Center
Navigate to What's New within the Help Center panel across all experiences, including Core UI. Starting in the Yokohama release, configuration support for this new feature is available in classic and custom pages.
This feature isn’t supported for non-Polaris users.
Embedded Help
Import non-English content without overriding the last uploaded language content.
Create, edit, or delete Guided Tours from any scoped application including Now Platform.
Guided Setup
You can now run the Guided Setup player or builder multiple times.
Select the multi-run feature while you’re configuring and executing the tasks multiple times.

Agent Client Collector

Explore metrics with Metric Explorer independent of Agent Client Collector Monitoring
Starting in version 4.1.0, view and monitor metric data with Metric Explorer, even if you have not installed Agent Client Collector Monitoring.
Starting in version 1.1.0, ACC for Visibility has been renamed as Kubernetes Visibility Agent and consists only of what is currently CNO for Visibility. The term CNO for Visibility has been deprecated and replaced with Kubernetes Visibility Agent. All other ACC for Visibility functions are now part of Agent Client Collector for Visibility - Content.

Agent experience for CSM

Form template enhancements
Use the following form template enhancements to create or edit templates as needed:
  • The Templates tab in the configurable side panel displays larger template cards with the template name and an expanded description. Users can view different lists of templates, mark their favorites, and sort templates either alphabetically or by last used.
  • The template form displays template fields in a clearly labeled form section and displays the line numbers and headings for each template line to improve readability
  • The template tab header displays "Edit template" when a user opens a template in edit mode.
Front-line case page integration with knowledge guidance
Enable agents to attach and add links to knowledge articles in comments, work notes, or emails by using modeless dialogs.
Resurface special handling notes
Display the special handling notes for a case at any time by selecting Special handling notes from the More actions menu on the case record action bar.
Customer Central application moved from family to store release
Starting with the Yokohama release, the Customer Central application (com.sn_csm_customer_central) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Central store app.
Customer Activity Guided Setup now accessible from a new location
Use the following updates in Guided Setup to enhance navigation and access customer history configurations:
  • Access the Customer Activity Guided Setup from All > Customer Central > Customer Activity > Guided Setup.
  • View Activity Contexts, Activity Types, Activity Groups, and Activity Type Templates within Guided Setup. You can also access them in the menu by navigating to All > Customer Central > Customer Activity > Guided Setup.
  • Customer Activity has been renamed to Customer History, maintaining the same functionality.
  • Access the Business Rule in the Activity Feed where it is now listed independently alongside Activity Types, Activity Groups, and Activity Type Templates for improved accessibility. Previously, it was nested under Activity Types.
Front-line case page lookup component
The Front-line case page includes the following enhancements:
  • Includes the Consumer lookup component.
  • Uses advanced search to look up contacts and consumers.
  • Contact and consumer record cards can be collapsed to display more record space.
Action bar layout
The following interaction record pages include an action bar with a single action layout:
  • CSM Interaction record page
  • CSM voice interaction record page
Comment and Work note modeless dialogs
Create and use form templates that add content to the Additional comments and Work notes fields on a case record. Automatically display a modeless dialog that includes the content from the form template and then post that content to the activity stream.
Front-line case page contextual side panel
The Record Information tab in the contextual side panel includes the Overview and Active SLA cards. The contact card and timeline card have been removed to improve the page load time.
Recommended Actions AI search replaces Agent Assist
Recommended Actions AI search replaces Agent Assist in the contextual side panel for the following record pages included with the CSM Configurable Workspace:
  • CSM default record page
  • Front-line case page
  • CSM Interaction record page (for type = Chat, Video, Walkup, Email)
Customer History component featuresCustomer history component enhancements
Use the following features to provide agents real-time updates and customer history details:
  • Automatically refresh the Customer History component when account, contact, or consumer details change.
  • Prompt agents to add missing account or contact details instead of leaving fields empty.
  • Display an empty component until an agent links a contact using the lookup component, then show the contact's details.
  • Enables agent to view updated customer information directly in Customer History on the Front-line Case page.

Audit Management

Reflow for Configurable Workspace
The Audit Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Authentication

Multi-factor authentication (MFA) enforcement
MFA is mandated and is enforced to all the non-SSO login users accessing ServiceNow®.

Business Continuity Management

Using the latest assessment template for conducting a BIA
You can use the latest assessment template to conduct the Business Impact Analysis (BIA).

Case management for CSM

Process mining
Use the process mining enhancements to improve processes as needed:
  • Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
  • Set process configurations as read-only templates, deletable only by a process mining administrator. You can enable customers to copy the template or import specific parts into their custom configuration.
Case lines and workflows
The Case Line table (sn_case_line) includes the Install base and Asset reference fields. These fields display information based on the selected account and product.

Code Signing

Enhancements to the guardrails check
The Code Signing Guardrails check has been improved to enhance signature verification, resulting in more secure workflows. In addition, multiple optimizations have been implemented to improve the performance benchmarks of the Guardrails scan, and log files now feature a more intuitive naming convention, which simplifies file identification within your system.
Generate update sets with a maximum size of 10,000 records
Code Signing now enforces limits on large update sets to improve the user experience. The maximum size for an update set is 10,000 records.
Naming updates for trusted and production instances
The trusted non-production instance has been renamed to trusted instance, and the protected production instance has been renamed to protected instance. These naming updates have been made to better align with customer usage.

Collaborative Work Management

Improved user experience for adding hyperlinks in Docs
Insert hyperlinks in a Doc easily and quickly through the formatting toolbar, inline commands, or by pasting a copied link. The pasted URL can be converted into a hyperlink by pressing the Space or Enter key and edited using the inline edit modal.
Improved user experience for copying links of Boards

Ensure that your team sees the same data as you while sharing links of your Boards through the Copy link action, which now accesses the linked workspace showing the view in which the Board is displayed to you regardless of the user's view settings.

Redirection to the CWM task from notification emails
Access task details when you open a task from an assignment email from CWM in a new browser tab in the context of its Board rather than being directed to the workspace home page.
Redirection to the specific doc pages from notification emails
Access the specific Doc page that you are @-mentioned in by selecting View Doc in the notification email, eliminating the need to look through multiple pages in the Doc.
Reflow for Configurable Workspace

The CWM workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Common Core

Column Organization
You can select and reorder columns when adding a table into your template by using the Document designer Microsoft Word add-in. You can now organize your content better to meet your reporting needs.
Create content configurations
You can add up to 20 columns in a table and content block by using the Document designer application. You now have more flexibility with customizing your table and content block to meet your reporting needs.

Compliance Case Management

Roles updated for smart assessment
The following roles in Compliance Case Management have been updated with respect to smart assessments.
  • sn_comp_case.compliance_case_admin
  • sn_comp_case.compliance_case_analyst
  • sn_comp_case.compliance_case_business_user
  • sn_comp_case.compliance_case_manager
Reflow for Configurable Workspace
The Compliance Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Configuration Management Database (CMDB)

CMDB Workspace v6.3
  • Apply the filters that were previously available only to the coverage charts to all charts in the Discovery sources tile in the CMDB 360 dashboard. For example, you can filter out non-CMDB tables or include records only from principal classes. For more information, see CMDB 360 experience in CMDB Workspace.
  • Use a condition builder or a custom script to narrow down the list of de-duplication tasks that are assigned to a template. For more information, see Create a de-duplication template.
  • Use the new Allow empty field values option to allow or disallow certification of empty value fields when creating a certification policy type in CMDB Data Manager. For more information, see Create a CMDB Data Manager policy in CMDB Workspace.
CMDB Workspace v6.4
You can now use dot-walking when setting assignments for the User Field or User Group Field options for CMDB Data Manager policies (such as Certification). Also, when converting legacy certification schedules into Data Manager Certification policies, existing dot-walking settings are preserved. For more information, see Create a CMDB Data Manager policy in CMDB Workspace.
CMDB Workspace v7.4
In the CMDB Workspace version 7.4, you can now do the following tasks:
  • Manually create a CI in CMDB Workspace that complies with its class identification rule and other class requirements, and is tested for uniqueness in CMDB, to help ensure that the CI is valid and maintains the integrity of CMDB. For more information, see Create a CI manually in CMDB Workspace.

  • Set the CMDB Health dashboard to use the legacy methods to calculate the completeness, correctness, and compliance KPIs. That legacy calculation method relies on settings of proportional weights of metrics within the aggregated score of KPIs and was used up until the Washington DC release. By default, those weights aren’t used in the calculations of KPI scores.

    Also, the CMDB Health dashboard now shows the overall score, which by default, is a simple average of the aggregated scores of the completeness, correctness, and compliance KPIs.

CMDB Workspace v7.5
In the CMDB Workspace version 7.5, you can now do the following tasks:
  • Delete CMDB Data Manager retirement definitions in CMDB Workspace (other than the cmdb_ci retirement definition). For more information, see Delete a CMDB Data Manager retirement definition.
  • Configure a CMDB Data Manager certification policy to disallow reviewers, to update fields' value while reviewing CIs in a certification task. Administrators can clear the Allow updates to field values option to prevent reviewers from updating non-compliant field values into compliance, resulting in rejecting those CIs. For more information, see Create a CMDB Data Manager policy in CMDB Workspace.
  • Schedule a de-duplication template for daily, weekly, monthly, or periodic runs for continuous remediation of duplicate CIs. For more information, see Schedule a de-duplication template.
  • Receive notifications from CMDB Data Manager about certification and attestation tasks, that are incomplete or overdue. For more information, see Components related to CMDB Data Manager.
  • Review and process tasks of your direct reports and of members of any user group that you manage. For more information about accessing these tasks in CMDB Data Manager, see My Work view in CMDB Workspace.
  • Reject a CMDB Data Manager life-cycle task in CMDB Workspace. For more information, see Review CMDB Data Manager tasks in CMDB Workspace.
  • Use the Create CI experience with a preset class when drilling down a class in the CI Summary chart on the Home view of CMDB Workspace. For more information about creating CIs manually while applying IRE processes, see Create a CI manually in CMDB Workspace.
Update to the Walk stage reports on the CSDM Data Foundations dashboard
The Technical Service Offerings with Support Group or Change Group report now includes data that meets the sys_class _name = offering parameter.
Table label changes
The following table labels have changed:
  • The label for the cmdb_ci_service_auto table is now Service Instance instead of Application Service.
  • The label for the cmdb_ci_service_technical table is now Technology management service instead of Technical service.
Class descriptions showing in the user interface
The descriptions for the base system classes are now integrated into CI Class Manager and appear in the Description field, on the Basic Info page for a class.
Reflow for configurable workspace
The CMDB configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Continuous Authorization and Monitoring

Generate the OSCAL SSP model of an authorization package
Export the SSP model of an authorization package in the OSCAL format. The exported report contains only the control objectives linked to the authorization package and their additional information, such as inherited controls and the hierarchy of the control objectives.
Generate ATO artifacts in Microsoft Word and HTML templates
Use the Document designer plugin (com.sn_grc_doc_design) to create report templates in Microsoft Word. A new property module has been introduced to select the template type as a Microsoft Word template in addition to an HTML template.

Contract Management Pro

Upload a manually signed contract document
Upload the contract document directly from the Microsoft Word Add-in instead of selecting it from your system.

Creator Studio

Playbooks use only published forms
As of Creator Studio version 27.2.2, forms must now be published (marked as ready) before you can use them to create an automated playbook.
Hide the App Engine Studio template with a new system property
As of Creator Studio version 27.2.2, Creator Studio users who have both App Engine Studio (AES) and Creator Studio installed will no longer see the AES template when they create an app. Admins can choose to show the AES template using the new com.glide.creator_studio.template_deny_list system property.
Form location removed from form creation
Defining the catalogs and topics for a form is now accomplished by modifying the form settings rather than being done during the form creation process. If you haven't defined a location for a form, you are prompted to do so before you can mark it as ready.

Data Loss Prevention Incident Response

Create Additional Incident Data Fields
In the DLP incident table, the Custom Fields column has been renamed Additional Incident Data Fields.

Data Management

Data Management Console
You can now access data usage on your instance by navigating to All > System Data Management > Data Management Console.

Data management for CSM

Product Inventories configurations for Customer Life Cycle Management workflows
Perform the Modify, Suspend, Resume, and Disconnect operations on product inventory records directly from the Product Inventory related list on the Accounts page.
Grant write access to account relationships
Enable administrators and customer service managers to update account relationship records.
Enable write access to contact relationships
Enable administrators and customer service managers to update the contact relationship records.
Populate the Type field in relationship tables using the fix script
Migrate the account manager responsibilities from the account team member relationships to the new responsibility access configurations. The updated framework enables you to manage access settings more efficiently.
Update roles within relationship agent and relationship contributor
Modify the roles of the relationship agent and relationship contributor to include the new granular roles that can grant access by responsibilities.
Notification for case tasks at business locations
View the notifications for the case tasks that are associated with the business locations on the Business Location Service Portal (BLSP). This way, your location members can stay informed about their pending tasks.
Case resolution by location staff at other business locations
Enable your location staff, whether at company-owned or third-party-owned organizations (internal and external business locations), to handle and resolve issues from other eligible business locations.
Inbound Request Configuration table

The Inbound Queue [sn_tmt_core_inbound_queue] table is renamed to Inbound Request table.

Use the Request Configuration field on the Inbound Request [sn_tmt_core_inbound_queue] table to reference the Inbound Request Configuration [sn_tmt_core_inbound_queue_config] table while executing synchronous or asynchronous flows.

DevOps Change Velocity

Simplified onboarding of orchestration tools not supported in the base system
Integrate orchestration tools that aren’t supported in the base system by leveraging a generic framework.
Custom fields for planning tool integration
Add custom fields into your planning tool integration to improve configurability and access business-specific information, which facilitates more informed decision-making.
Additional scans for DevOps Health Scan Content pack
Additional set of proactive checks focused on problems that tend to occur before or after an upgrade along with identifying configuration issues like plugin and version incompatibilities, or pipelines that chronically fail, have been added.
Import pull-request records for Bitbucket Server or Bitbucket Data Center
Import pull-request records for Bitbucket Server or Data Center for improved insights and efficiency.
Change request creation with errors in DevOps data retrieval for Harness pipelines
Enable change request creation even if there is an error in retrieving the DevOps data for a Harness pipeline.
Branch name filter
Search for build numbers by the branch name while associating DevOps data to a change request in the Service Operations Workspace (SOW) or Classic UI.
Test summary name in GitHub Actions
The servicenow-devops-test-report custom action in GitHub now includes an optional test-summary-name parameter to specify the test summary results name.
Token based authentication for Rally
Configure webhooks for Rally using token based authentication instead of using the integration username and password.
Renamed variables for Docker
The environmental variables in the Generic Docker actions for DevOps Change Velocity have been renamed by removing the CI prefix for better clarity.
Security scan results
Security scan results on the change record associated to a pipeline execution with a linked package are now displayed in the Security Summaries tab.
Source of commits in SOW
View the source of commits like pipeline execution, branch, repository, and so on for a change request in the DevOps data section of the Service Operations Workspace.
Track file changes
The Track file changes option is now disabled by default when a repository is configured to prevent any potential security risks.
Close code value for a change request
Two new properties have been added in DevOps Change Velocity, so that you can specify a close code value for a change request based on the change request completion state when the autoCloseChange parameter is enabled.

Document Services

PDF generation and accessibility
Export a collection of records or a single record into a PDF format. New system property was added for better accessibility.
Workflow migration for Managed Documents
Improved usability, low code accessibility, and feature parity due to the newly configured workflows.​
Subflows for Shared drives for Google Drive.
Added Spoke subflows for Shared drives in Google Drive.

ERP Canvas

Yokohama Patch 3
View ERP Canvas software information
From the ERP Canvas system form, view detailed system information including machine type, node name, supported database, and Unicode status.
Preview model entities before adding to a model
In the Model Manager, confirm you are adding the correct entity by examining and verifying read table entities before adding the entity to a model.

ERP Customization Mining

Yokohama Patch 1
Faster initialization
In addition to daily total application statistics, the SQLM and APPSTATS initial scan now also retrieves all monthly total application statistics up to the current date.

Enterprise Asset Management

Refresh flow in OT workspace
For single and multi-model refresh orders, the OT manager can edit the replacement model even after the refresh order has been created in the OTAM workspace. Additionally, the sourcing location is also editable.
Reflow for Configurable Workspace
The configurable Enterprise Asset Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Environmental, Social, and Governance Management

Result types
If you have the ESG manager [sn_esg.metric_manager] role, you can now configure either text, choice, or HTML format options for responses to qualitative metric data tasks that are related to manual metric definitions, including both initial and overridden responses. These options help you achieve more precision and detail in your data collection process.
Metric data table filters and side panel enhancements
If you have the ESG data owner [sn_esg.data_owner] role, you can now apply filters by using the filter menu and reject or approve tasks from the metric data table side panel. Data owners can now multi-submit and assign approvers to multi-approve or reject tasks, with the option to use choice and HTML response formats.
Data owner assignment types
If you have the ESG Manager [sn_esg.metric_manager] role, you can now configure the Data Owner Assignment type to be either simple or advanced for manual metric definitions. When you select the Simple option, the system assigns the specified Data Owner or Data Owner Group to the Metric Data Task. If you choose the Advanced assignment option, which is available with the GRC: Approver Configurator application, you can set custom configuration conditions, tables, or data owners to dynamically assign data owners.
Table added to the GRC: Metrics application

The following tables were added to the GRC: Metrics application:

  • sn_grc_metric_import_job
  • sn_grc_metric_data_import
  • sn_grc_metric_st_import_log
  • sn_grc_metric_st_transform_history
  • sn_grc_metric_import_template
Table added to the ESG content accelerator application
The sn_esg_content_issb_citation table was added to the ESG content accelerator application.
Table added to the Forecast planning analysis application
The following tables were added to the Forecast planning analysis application:
  • sn_grc_forecast_analysis
  • sn_grc_forecast_context
  • sn_grc_forecast_data
  • sn_grc_forecast_parameter_data
Database view added to the Scope 3 emissions management application

The sn_esg_scope3_asset_emissions database view was added to the Scope 3 emissions management application.

Changes made to the sn_grc_metric_data_task table
In the sn_grc_metric_data_task table, the job_submitted, job_errors, choice, overridden_choice, html, and overridden_html columns were added. The type="string" attribute was added to the state column.
Changes made to the sn_grc_metric_metric table
In the sn_grc_metric_metric table, the period_date, data_owner_type, data_owner, and data_owner_group columns were added. The type="string" attribute was added to the domain_area column.
Changes made to the sn_grc_metric_parent_data table
In the sn_grc_metric_parent_data table, the formula_operands columns, and html columns were added.
Changes made to the sn_grc_metric_base_definiton table
In the sn_grc_metric_base_definiton table, the formula_tree, result_type, choice_table, choice_field, choice_condition, data_owner_assignment_type, source columns were added. The type="string" attribute was added to the frequency column.
Changes made to the sn_grc_metric_data_by_entity table
In the sn_grc_metric_data_by_entity table, the html column was added.
Attributes modified in the sn_grc_metric_collector_data table
In the sn_grc_metric_collector_data table, the display="true" attribute was removed from the collector_definition column.
Attributes modified in the sn_grc_metric_data_process_queue table
In the sn_grc_metric_data_process_queue table, the reference_cascade_rule="delete" attribute was added to the metric_definition column.
Attributes modified in the sn_grc_metric_definition table
In the sn_grc_metric_definition table, the type="string" attribute was added to the type, method_type columns.
Changes made to the sn_esg_msoff_intg_o365_reporting_configuration_filter table
In the sn_esg_msoff_intg_o365_reporting_configuration_filter table, the related_fields column was added. The display="true" attribute was added to the field_name column in the sn_esg_msoff_intg_o365_reporting_configuration_filter table.
System properties are added to the GRC: Metrics application
The following properties were added to the GRC: Metrics application:
  • com.glide.event_manager.grc_metrics_queue.even.load.distribution.enabled
  • com.glide.event_manager.grc_metrics_queue.claim_limit

Event Management

Property name changes
Enable CMDB Correlation for Alert Aggregation ( CMDB groups) (sa_analytics.agg.query_cmdb_correlation_enabled) has been renamed Enable CMDB correlation.
Enable alert aggregation for CI-based Automated groups (sa_analytics.specific_patterns_enabled) has been renamed Enable ML based Automation correlation.
Enable alert aggregation for Text-based groups (sa_analytics.text_based_group_enabled) has been renamed Enable Text based correlation.
Use all CMDB relations for CMDB group correlation. This property impacts both CMDB group correlation and Alert Similarity on the Alert form (evt_mgmt.related_cis_get_all_relation_types) has been renamed Use all CMDB relations for CMDB group correlation.
Pull connectors
Simplifying the setup for Out-of-the-Box (OOTB) event rules that come with the pull connectors that have not yet been activated, deactivated, or modified, the Apply additional matching rules option is now enabled by default. If a rule has been previously applied, you must set this option manually.

Field Service Management

SLAs in Dispatcher Workspace
The SLAs breached query on the Dispatcher Dashboard in Dispatcher Workspace has been updated to look at the SLAs that are associated with the work order tasks only instead of the work orders and work order tasks. The SLA breached counter on the task cards is also static, instead of real time. For more information on changing the SLA timer on task cards, see the Enable the SLA timer on work order task cards property on Configure settings for Dispatcher Workspace.
Assignment groups and territories in Dispatcher Workspace
You must save the default assignment groups or territories in Dispatcher Workspace to load when you open Dispatcher Workspace. If you don’t have the defaults saved, then you must select the assignment groups or territories to appear every time you open Dispatcher Workspace. This change is made to improve the performance of Dispatcher Workspace. For more information on saving the default assignment groups, see the Groups section on the General tab on Enable Dispatcher Workspace settings. For information on saving default territories, see Select Territories in Dispatcher Workspace. Administrators can disable this by setting the sn_fsm_disp_wrkspc.enableEmptyState system property to false.
Work order questionnaire
Availability of inline choices for a question and the ability to add additional information for a question when completing a work order questionnaire through the Now Mobile Agent application.
Role to access opportunities
The Opportunity Writer sn_opty_mgmt_core.opportunity_writer role has been replaced with the Opportunity Contributor sn_opty_mgmt_core.opportunity_contributor role. Field service technicians can use the new Opportunity Contributor[sn_opty_mgmt_core.opportunity_contributor role to create and view opportunities.

Financial Services Card Operations

Visa Resolve Online (VROL) version 25.1 updates
Updated the following columns to align with release 25.1 revision changes:
  • The is_parcelado column has been removed from the dispute intake table.
  • The domain value description for the DisputeResponseReason column has been updated from Copy of ATM Cash Disbursement or Load Transaction to Copy of ATM Cash Disbursement.

Financial Services Operations Core

Added fields to Claim Base table
Added the following fields to the Claim Base [sn_bom_claim_base] table:
  • SIU review
  • Claim validation decision
  • Claim fraud decision

Financial Services Operations Integration with Visa

Visa Resolve Online (VROL) version 25.1 updates
Updated the following subflows to align with release 25.1 revision changes:
  • Submit Dispute questionnaire
  • Submit fraud report

Generative AI Controller

Configure Data Privacy and Data Discovery to protect the personally identifying information (PII) of your users.
Generative AI Controller has changed to use the Data Privacy application instead of the Sensitive Data Handler to help anonymize PII. The process for choosing what gets anonymized and how has shifted to different tables and forms that your administrator must configure for your organization.

Hardware Asset Management

Reflow for Configurable Workspace
The configurable Hardware Asset Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.

Health Log Analytics

Component-based alert grouping is deprecated
Starting in version 36.0.19, the adoption of a streamlined two-tier alert model, Log Analytics Group to Single Alert, has replaced component-based alert groups, which have been removed. This model aligns alert representation with the service-level anomalies identified by Health Log Analytics, rather than individual host CIs. The update improves alert visibility, simplifies correlation, and enhances overall alert management efficiency.

ITOM Cloud Accelerate

Cloud Provisioning and Governance: Terraform ConnectorCloud Services Catalog Terraform Connector
Cloud Provisioning and Governance: Terraform Connector has been renamed Cloud Provisioning and Governance: Terraform Connector

ITOM Health

Enrich automation
Introduced a new section And finally that contains two radio buttons that replace the previous Continue running automations of this type toggle switch.
  • Run other enrich alert automations continues running automations with the same filter conditions.
  • Don't run other enrich alert automations halts additional automations after execution, except those owned by other assignment groups.
Investigate alerts using Now Assist

Investigate alerts using Now Assist, which now uses the Retrieval-Augmented Generation (RAG) process to enhance alert investigation. This enhancement enables the retrieval of highly relevant past incidents, providing accurate context and actionable insights. Now Assist also notifies users of those involved in past or present efforts to resolve similar issues, promoting collaboration and reducing duplicated efforts.

Component-based alert grouping is deprecated
Starting in version 36.0.19, component-based alert groups are removed as Health Log Analytics adopts a streamlined, two-tier alert model: Log Analytics Group to Single Alert. It aligns alert representation with the service-level anomalies identified by Health Log Analytics, rather than individual host CIs. The update improves alert visibility, simplifies correlation, and enhances overall alert management efficiency.

ITOM Optimization

  • Migration of legacy workflows to Workflow Studio flows or subflows.
  • Policy Rule Actions now supports Workflow Studio subflows instead of legacy workflows.

ITOM Visibility

Name suggestions for application service candidates
Experience more accurate name suggestions for application service candidates based on Service Fingerprints in Service Mapping Plus store version 1.15.0.
Limits in Service Mapping
Limits in Service Mapping prevent the disabling or deletion of jobs scheduled for the Checkpoint Reaper or the Service Model's Blob Reaper.
Limits in tag-based Service Mapping
Starting with version 1.15.2, experience improved performance in Service Mapping. A new property limits the creation of tag-based service candidates to 200 per service family.
Name update in Service Mapping
  • Application Services in the navigation menu has been renamed Service Instances.
  • The label for the [cmdb_ci_service_auto] table has been changed from Application Service to Service Instance.
Discovery status monitoring

Discovery schedules that have no status updates for over a defined number of minutes are analyzed automatically by the Discovery Status Monitor job. By default, this job applies to Discovery schedules that discover configuration items.

Identity

Access Analyzer
Assign the access_analyzer_admin role to the users to access and administer the Access Analyzer.
Important: Access Analyzer V4 is available in the ServiceNow Store. For more information, visit ServiceNow Store.

Impact

New Impact Store Application experience
The new Impact Store Application provides a more efficient, streamlined way for you to work. For information about how to upgrade, see Configuring the Impact Store Application. Note that Impact Delivery Instance (formerly Impact Digital Experience) is still supported in this release.
Value Management name changes:
  • Impact Value Journey is renamed to Impact Value
  • Value Blueprint is renamed to Objectives and Outcomes.
  • Outcomes Performance is renamed to Outcomes Insights.
  • Business Objectives is renamed to Objectives.
  • Operational Outcomes is renamed to Outcomes.
  • Business Value Report is renamed to Value Report.
Impact Workspace name change
Impact Workspace has been renamed as Impact.
Impact Store App user experience
Impact users who have migrated from the Impact Delivery Instance may access Quicklinks to access features that haven’t been migrated to Impact Store Application yet.
Custom payload in Instance Observer alerts integration
Define and manage a custom JSON request payload for ServiceNow and third-party integrations with the Instance Observer enhancements.
Accelerator catalog
Minor updates have been incorporated into the following accelerators:

The following Accelerators are renamed:

Impact packages
  • Add-on SKUs have been updated to provide additional flexibility for Impact customers and are available in all environments where Impact is available.
  • Updates to the Impact Advanced package, offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html.
Data Collection Toolkit
  • Download the content packs for both regulated (GCC/NSC) and non-regulated customers.
  • Automatically transfer Impact Value Metrics to the centralized Impact instance to manage the value journey, including setting value baselines and targets, outcome performance reviews, and the value report with the enhanced toolkit.
Impact Delivery Instance (formerly Impact Digital Experience)
With the Yokohama release, Impact Digital Experience (IDE) has been renamed as Impact Delivery Instance (IDI).

Incident Management

Email redirection behavior for major incident email notification links
In major incident email notifications, you can now decide where the links to a major incident record are redirected. Instead of a major incident record automatically opening in the classic UI16 interface in Major Incident Management, the record can be opened in SOW. The major incident record link in an email notification opens in SOW only if the following conditions are met:
  • The Redirect SOW Email notification (sow_email_notification_redirect) property is set to true. Setting this property to true enables the email redirection behavior for all tables including major incident.
  • The Redirect SOW Email notification for Major Incident Management (sn_major_inc_mgmt.sow_email_notification_redirect.mim) property is set to true.
  • You have the sn_sow_user role.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior.

Email redirection behavior for incident email notification links
In incident email notifications, you can now decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the classic UI16 interface in Incident Management, the record can be opened in SOW. The incident record link in an email notification opens in SOW only if you have the sn_sow_user role and any of the following conditions are met:
  • The Redirect SOW Email notification (sow_email_notification_redirect) property is set to true. Setting this property to true enables the email redirection behavior for all tables including incident.
  • The Redirect SOW Email notification for Incident Management (sow_email_notification_redirect.incident) property is set to true. You can create this property if you want to enable or restrict the email redirection behavior specifically for the incident table. This property, if created and set, overrides the Redirect SOW Email notification (sow_email_notification_redirect) base system property.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior.

Incident and problem workflow changes
When a problem is fixed and the Share fix option is triggered, the event is added to the Work notes (Private) field instead of the Additional comments (Customer visible) field for the incident associated with the problem record.

This feature is available in the base system for the new customers. For existing or upgrade customers, admin must set the Problem to incident work notes default (sn_sow_inc.problem.to.incident.worknotes.default) system property to true to enable the feature.

Changes in the reopening incident behavior
Enable the agents with incident write access, callers, requesters, or Opened by end users to reopen a resolved incident. Both the caller and the requester can view and use the Reopen option on the incident classic UI16 form and the Portal UIs, such as Service Portal and Employee Service Center (ESC) portal.

An agent can view and use the Reopen option on the incident classic UI16 form to reopen any incident that is assigned to them or to other agents. However, on the Portal UI, an agent can only view and use the Reopen option to reopen an incident if it’s assigned to them.

Sorting CIs in incident forms
The search performance of the available CIs for the Configuration item field on an incident form is enhanced to promote a clean UI and quick loading and sorting of the CIs. The search results that list the CIs are sorted alphabetically by CI name instead of by CI class and then CI name. The ref_ac_order_by=sys_class_name attribute is removed from the default attributes on the cmdb_ci field of the Task [task] table, which increases the performance of the field.

This change is applicable to new and existing users using the default attributes. You can use the Override attributes option to restrict this change for any required child tables that extend to the cmdb_ci field of the Task [task] table.

Instance Data Replication

Seeding request improvements
In V2 replication sets, the number of records in a seeding request is now unlimited.
Data comparison improvements
In V2 replication sets, the number of records in comparison or reseeding counts is now unlimited.
Reseed missing attachments
Attachments are now included in data comparison requests.
Seeding performance improvements
Seeding throughput and message queue efficiency has been optimized in IDR.

Insurance Claims Core

Added fields to Claim Incident table
Added the following fields to the Claim Incident [sn_ins_claim_property] table:
  • Injured
  • Insured property

MID Server

MID Server supports and requires a minimum JRE version 17

The MID Server is compiled using Java 17 and is incompatible with any Java version below 17 for runtime execution. The MID Server is bundled with version 17.0.12 and the minimum JRE version supported is 17.0.10. See the MID Server JRE Minimum Version Requirement Update to JRE 17 Starting from Yokohama Release [KB1704368] article in the Now Support Knowledge Base for information about required procedures before upgrading the instance.

Improvements when manually installing a MID Server on Windows

The MID Server can now be installed on Windows hosts directly as a LocalSystem or non-admin user with Start and Stop permissions.

Mobile Platform

Input form screen enhancement and changes
Use the following enhancements added to the input form screen:
  • Selecting input values directly within the input form screen, either from a list or from a group of chips. Now users don’t need to navigate to a separate dedicated screen for value selection, when using the inline choice chips layout. You can also define the number of input values to display on an input form screen section.
  • Ability to add images, plain text, and rich text within specific inputs. These added descriptive elements provide more context to your users and give a clearer idea of what is required for certain inputs. For example, an image can accompany a checklist to ensure that a piece of hardware is wired correctly.
  • Provide users with the ability to perform actions in relation to the displayed input parameter, while working directly on an input form screen. The available actions are: navigate to another screen, add an attachment from the gallery or camera, and add a comment to a field. Users submit these added actions either when saving their progress or completing the input form screen.
  • Save input form screen data before it's submitted. Users with access to the same record can see each other's changes either when saving their progress or completing the input form screen.
  • Interact and switch between other navigation tabs while also working on the input form screen.
  • Sections are no longer displayed if they don’t contain any input fields.
Additional number attributes for input form screens
Use the following number attributes in your input form screens:
  • Use the CustomErrorMessage attribute to specify an error message when a UI rule condition is met.
  • Use the SkipValidationWhenHidden attribute to skip validation on hidden inputs.
Enable barcode scanning with an external scanner
Configure barcode scanning with an external scanner without denying access to the camera for the entire mobile app.
Mobile Publishing enhancements and changes
  • Enabled Android deep links for multiple instances.
  • Enhanced validation for transparent images used in branded apps.
  • Support for public-facing screens in branded mobile apps. Admins can configure URLs that link to public-facing web pages. These web pages are displayed to end users without needing to log in to the mobile app.
Turn off Zero Trust Access banners in mobile app screens
In mobile client versions 19.4 and later, you can turn off Zero Trust Access banners on mobile screens. Turning off these banners can enhance usability of your mobile apps because the banner does not display each time the connection state changes so end users are not interrupted by the banner display. You can configure this behavior by setting the disableZTABanner mobile property on your ServiceNow instance.

Next Experience

Next Experience user preferences
The new user preference panel provides a more efficient, streamlined way for you to work. Use the new search bar to locate your preferences. A wider modal displays all preference groups and when you select a group, all the individual preferences that are related to it appear in the same window.

Next Experience Components

Table 8. Components
ComponentEnhancement
Appointment calendar
  • Select multiple slots
  • Add customizable categories for appointment slots
  • Hide past and unavailable slots
  • Add contextual tags in appointment slots
  • Configure number of rows displayed in each slot in the Day and DAYMOBILE views
  • Configure container height adjustment
Attachments
  • Option to download all attachments
  • Revised delete attachment confirmation popup message
Avatar Configure avatar to behave as a button or a link.
Calendar
  • DST support with multiple time zones in the Calendar and Timeline views
  • Hide header
  • Multiple time zones in the Timeline view
  • Scroll control for the Calendar and Timeline views
Email composer Now Assist generative AI suggestions for all email scenarios, email templates, response templates, and quick messages.
Email composer (mini) Now Assist generative AI suggestions for all email scenarios, email templates, response templates, and quick messages.
Form
  • Configuration panel updates
  • Form controller configuration panel updates
Form templates
  • Sort templates alphabetically and by last used.
  • New tab for Favorites for you to add and remove templates.
  • Larger cards that don't truncate template name and description, and show Last used timestamp.
Highlighted value
  • Medium size variant.
  • Custom tooltip property.
iFrame Send messages to iframed document.
Kanban Board
  • Multi-select in cards
  • Configure selecting dependency lines
  • Add secondary header
Modeless dialog Make the dialog dynamic and automatically resize to fit the content.
Node Map
  • Force layout for representing graphs without structure or hierarchy
  • Custom popover configuration in Hierarchical, Layered, and Force layouts
  • Customizable nodes in non-unified layouts
  • Self-referencing nodes denoted with edges looping back to the node
  • Export maps in JPG and PNG
  • Aggregate or segregate multiple connections between the same nodes
Pill Display the selected pill state which doesn't display by default.
Quick filter
  • Configure section headers in typeahead dropdown
  • Configure footer action button
  • Configure placeholder text value for input field
Record lookup
  • Search for contacts by name, phone, or email
  • Preview shortlisted results in a paginated form
  • Quickly link or unlink a shortlisted contact to a case
  • Edit details for a record without accessing the parent record
  • Hide record header
  • Configure search results
  • Render highlighted values in the linked card
  • Qualify search results using specific conditions (reference qualifiers)
  • Hide fields with empty values
  • Hide link button
  • Expand or collapse card
Stepper
  • Standardized font size (small or medium) for all steps
  • By default, pagination adjusts to display the current selected step
Table 9. Data visualizations
ChartEnhancement
Bar Percent (%) information added to chart tooltips and data table below chart.
Bubble Percent (%) information added to chart tooltips.
Geomap Percent (%) information added to chart tooltips and data table below chart.
Heatmap
  • Percent (%) information added to chart tooltips and data table below chart.
  • When the metric value is set to "Count," show a zero (0) when no data is available.
Pivot table
  • When there's no value in the selected dataset or for the configuration, choose the display format.
  • Data sources limit increased from 10 to 15.
Time series
  • Percent (%) information added to chart tooltips and data table below chart.
  • Support for business calendars such as Gregorian, fiscal, and any manually added calendar.
  • For all chart formats, except "column:"
    • When there's no value in the selected dataset or for the configuration, choose the display format.
    • For table data sources, when there's no data for a specific time on the chart, show a continuous line without gaps.
  • Show a chart and graph data table for easier screen reader access.
  • For line, spline, area, and step charts, have a marker show at each data point on the chart including where values are zero (0) or missing.
  • For a chart with up to 3 metrics, you can add alternative Group by's for each metric for the user to select from.
  • Sorting when data is grouped.
  • New Date range option to set the period end date to update automatically to the current date.
Table 10. Templates
Template Description
Dashboards
  • Pills at the top of the page display any categories assigned to the dashboard
  • User avatars at the top of the page indicate real-time editing
Table 11. Bundles
Bundle Enhancement
Record list
  • Condition builder available in the list header
  • If live list is enabled, infinite scrolling is enabled by default

Next Experience Developer (NED) Tools

Time filters for events
Icons were added to each event to enable you to select a timeframe when filtering events.
Subtree filters for events
Scroll and search through a selected portion of the component tree.
Filters for traces
Filter traces with front-end filters to streamline span visualizations, specialty filters to view targeted waterfall analysis without losing overall context, and level filters to adjust the detail display in span visualizations.

Notifications

Advanced filters in notification preferences
Use notifications filters for categories, delivery channels, active or inactive notifications, subscriptions, and digest enabled notifications.
Support for assignment group
Send provider notifications for assignment groups and to users that are part of groups stored in sys_user_group table.
Advanced condition for provider framework
Use an advanced condition to send a notification that is based on the current email record, changing field values, or system properties.
Mandatory notifications for provider framework
Make critical notifications mandatory for the provider framework.
Email bounce
Prevent resending bounced emails to the addresses that are known to generate bounces.

Now Assist

Email recommendation
The Seismic email client is enabled by default on Core UI with the activation of Email recommendation. This client provides the Generative AI application features for creating email responses, draft management, and template management.
Now Assist panel response
With the carousel experience removed, the Now Assist panel now generates a synthesized response for any user inquiry. This response includes content from Knowledge articles, flows & actions, skills, and links to those articles, instead of only the Now Assist panel skills.

Now Assist AI Agents

Yokohama Patch 3
AI Agent Analytics dashboardMonitor more AI agent analytics in the AI Agent Analytics dashboard
Two new pages have been added to the AI Agent Analytics dashboard, giving administrators more indicators, visualizations, and breakdowns to track AI agent performance and usage.
Exploring Now Assist AI Agents
Impersonation in Now Assist records transactions done by an AI agent in the name of the AI agent who executes the agentic workflow.

Now Assist for Creator

More easily identify changes when previewing and updating applications
When previewing an application, any requested changes made by the Now Assist for app generation skill are listed when the preview pane loads.
Edit applications without having to change the scope manually
When editing applications, the Now Assist for app generation skill now changes the scope that you’re working in to the scope of the application automatically.
More easily query Analytics Generation
Analytics Generation now uses a semantic filter instead of Natural Language Query (NLQ), resulting in less rigid requirements for queries.
Improved query engine for Analytics Generation
Starting in Yokohama Patch 1, analytics generation supports GPT-4o for generating queries, to provide better accuracy in responses. These improvements include support for up to two levels of dot-walking based on user utterances.

Now Assist for Customer Service Management (CSM)

Yokohama Patch 3
Triage cases agentic workflows enhancements
Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI agent.
Now Assist in Portal case form enhancement
Added the new Ask Now Assist button that opens a contextual chat window so that a requester can carry the conversation forward. If no results are found or if the requester isn’t satisfied with the result, they can get further assistance by selecting the button to chat and get an answer, which helps to avoid case creation.
Yokohama Early Availability
Email reply recommendations enhancements
Refined the AI-generated reply recommendation to create the best response for users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available.
Chat reply recommendation enhancements
Added the chat reply recommendation enhancements to respond in a conversational tone and get feature parity in the Now Assist Admin console:
  • Refined the AI-generated reply recommendation to create the best answer for your users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available.
  • Added parity with the chat summarization Now Assist Admin console capabilities. The Now Assist Admin console can specify the portal and channels for chat reply recommendations and assign additional support roles.
Case summarization enhancement
Detailed feedback option is now available for negative feedback thumbs down icon in the generated case summary.
Xanadu Patch 7: Extended the capabilities of the case summarization feature so it can now be used on custom tables.

Now Assist for IT Service Management (ITSM)

Yokohama Early Availability
System property to display knowledge article templates
Display Knowledge article templates that you can use to create articles by using a system property. In earlier releases, the templates were displayed by default.
Yokohama Patch 3 IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow

The Categorize incidents use case has been renamed to the Triage and categorize ITSM incidents agentic workflow.

The following AI agents have been added to the workflow:
  • Link major incident AI agent
  • Link incident to problem AI agent
The Incident categorize AI agent has been renamed to Categorize incident AI agent.

Now Assist in Contract Management

Configuring contract metadata extraction
Create a use case and its associated fields for contract metadata extraction in the Now Assist Admin console to define the information that you want Now Assist to detect in a signed contract.
Create a use case mapping in the Now Assist Admin console to map a use case to specific tables and define conditions to apply the use case for metadata extraction.
Configuring contract analysis
Create a use case and its associated question groups for contract analysis in the Now Assist Admin console to identify the non-standard and missing clauses in a contract.
Create a clause mapping Now Assist Admin console to map question groups of a use case to active clauses in the clause library to display suggestions for non-standard clauses in a contract.
Create an expected response mapping in the Now Assist Admin console to map questions of a use case to an expected response to identify the non-standard clause in a contract.
Create a use case mapping in the Now Assist Admin console to map a use case to specific tables and define conditions to apply the use case for contract analysis.

Now Assist in Virtual Agent

Yokohama Patch 3
Standard chat
The existing Now Assist in Virtual Agent LLM conversational behavior received a terminology update and is now referred to as standard chat.
Yokohama Early Availability
Dynamic Translation calls
If native translation is enabled, a Dynamic Translation call is only made if an unsupported language for native translation is used.

Now Platform core feature

Updated Access Control Lists (ACLs) for Transaction tables and Session Management tables
The ACLs for a number of Transaction Management tables and Session Management tables have been updated to enhance security using a combination of Deny and Allow ACLs. All new ACLs have a security attribute. You must have the security attribute to add to the role list of an ACL. For more information, see Configuring an ACL rule, Deny-Unless ACL, and .
The updated Transaction Management tables include:
  • syslog
  • syslog_ajax
  • syslog_email
  • syslog_transaction
  • syslog_script
The updated Session Management tables include:
  • sys_audit
  • sys_security_acl
  • sys_user_auth
  • sys_user_session
Configuring plugins for the TinyMCE HTML editor
The Accessibility Checker (a11ychecker) plugin is now available in the TinyMCE HTML editor. The plugin identifies WCAG and Section 508 accessibility violations and provides an auto-repair feature where applicable. To configure the plugin, see Change the TinyMCE HTML editor plugins. Additional configurations to the accessibility rules, like changing the WCAG level and HTML versions can also be done via TinyMCEconfigscript script.
Field types supported in a configurable workspace
The following field types are now supported for use in a configurable workspace:
  • Documentation_field
  • Domain_path
  • HTML_Script
  • Long
  • Longint
  • multi_small
  • Order index
  • Radio
For more information, see Field types reference.
Specify the tables that a REST API access policy restricts
Specify the tables that a Table REST API access policy applies to on the API Access Policy form.
Use ISO currency codes with the FX Currency field type
Use three-digit ISO 4217 currency codes from the Numeric code field on the Currency [fx_currency] table with fields of the FX Currency field type.
Sorting according to the session language
Configure whether string values in columns are sorted according to the user's session language or English.
Columnstore index type
Optimize data storage and retrieval by creating a columnstore index. This index type is available with RaptorDB Professional.

On-Call Scheduling

Email redirection behavior for links in major on-call schedule email notification
In all major on-call schedule or shift email notifications, you can now decide where the links to an on-call schedule or shift record are redirected. Instead of an on-call schedule or shift record automatically opening in the classic UI16 interface in On-Call Scheduling, the record can be opened in SOW. The on-call schedule or shift record link in an email notification opens in SOW only if the following conditions are met:
  • The Redirect SOW Email notification (sow_email_notification_redirect) property is set to true.
  • The Redirect SOW Email notification for On-call scheduling (sow_email_notification_redirect.on_call) property is set to true.
  • You have the sn_sow_user role.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior.

Operational Technology Manager

OT Devices tab data
The following data available in the OT Devices tab of the OT Manager dashboard has been moved to the Operational Technology Visibility dashboard.
  • New OT devices discovered
  • Inactive OT devices
  • OT Devices overview
    • Total CMDB OT devices
    • Unclassed OT devices
    • Unassigned OT devices
    • Unmapped OT devices
  • OT devices by category
    • Supervisory systems
    • Control systems
    • Field devices
    • Computers and servers
    • Network Gear
    • Industrial IoT
  • OT devices by Purdue level
  • OT devices by type (Top Level)
  • OT devices by manufacturer (Top Level)
  • OT devices by criticality

Operational Technology Vulnerability Response

OT Vulnerabilities tab data
The following data that was available in the OT Vulnerabilities tab of the OT Manager dashboard has been moved to the OTVR (PA) dashboard:
  • Total OT Vulnerable Items
  • New OT Vulnerable Items
  • OT Unassigned Vulnerable Items
  • OT Vulnerable Items by State
  • OT Vulnerable Items by Risk Rating

Opportunity Marketplace

Import Project Workspace project information to create an opportunity
Opportunity Marketplace opportunity owners can create Project Opportunity types by importing projects from the ServiceNow® Project Workspace.
Note: Creating a project opportunity type by importing a project file is only available to users with both ServiceNow Project Workspace and Opportunity Marketplace installed.

An opportunity owner must have the following roles assigned to them to create a Project type opportunity by importing project details from Project Workspace.

reource_user Resource management process
If you’re assigned the resource_user role, you can be a resource requester.
sn_ppm_read
The sn_ppm_read role provides read-only access to the Portfolio, Program, and Timecard dashboards along with the Resources report to the assigned users.
Select multiple user criteria groups
Opportunity owners can select multiple user criteria groups from the Who can views this opportunity? field on the Opportunity details page. For more information, see Create opportunities in Opportunity Marketplace.

Platform Analytics experience

Migrate more features to Platform Analytics from the Core UI
Migration scripts are improved to support more features. All migration script improvements are applied automatically on upgrade to content that was previously migrated in compatibility mode.
  • Data table configurations are migrated from the Core UI to Platform Analytics data visualizations.
  • Dashboard groups are migrated to dashboard categories.
  • Pareto charts are migrated.
  • List component border changes are migrated.
  • Follow/unfollow filter settings are migrated for Lists.
Use more Core UI features in Platform Analytics
Several data visualizations have been enhanced to match the capacities in Core UI reports and widgets. The migration script supports these enhancements. Each of these enhancements has an entry in the release notes with links to the product documentation.
  • Use the new Box plot data visualization.
  • Configure Follow filters per metric on bar or time series visualizations with multiple metrics.
  • Sort values by name, report range, and element order on time series visualizations of table data.
  • Choose an aggregate or separate view of breakdown elements on time series visualizations of indicator data.
  • Select dates from business calendars on time series visualizations.
Trend by Business calendars in time series data visualizations
Business calendars are a Trend by option for table data sources on time series visualizations. (Core UI feature gap)
Use a Fiscal calendar in date filters
If your instance has Fiscal calendars installed, you can choose relative data ranges from that calendar.
Export dashboards and data visualizations to PDF and PPT
Export dashboards and data visualizations to PDF or Microsoft PowerPoint files at will or in scheduled emails.
Show breakdown elements separately on time series visualizations of indicators
Show multiple elements in the chart separately rather than as an aggregate value by turning on the Show filter as separate series option. (Core UI feature gap)
Lock editing on dashboards
Ensure that only one person can have a dashboard open for editing at one time through the edit lock on dashboards. If you are locked out of editing a dashboard, you see who the current editor is.
Access indicator record or scoresheet from KPI Details
Navigate either to the record of the indicator you are exploring or its scoresheet through KPI Details. Appropriate roles are required.
Export records that underlie an indicator from KPI Details
With Show records activated in KPI Details, you can export the list of records in one of several formats, either as a local download or as an email attachment.
Hide axes for bar visualizations
Control the display of axes on bar charts. On horizontal bar charts, you can hide the y-axis. On vertical bar charts, you can hide the x-axis.
Cache indicator scorecard data
Indicator scorecards now support data caching.
Group by elements more efficiently in data visualizations
Specify the maximum number of elements in a Group By you want to retrieve through the Max number of groups option. Previously, all elements from the database were retrieved and then sorted.
Prefetch dashboard layout
If you have a dashboard component on a page in your own workspace, improve performance by using a preset to configure a data broker that pre-fetches static JavaScript, such as layout.
Call multiple visualizations together
For a technical dashboard, if you have multiple data visualizations of the same type calling the same data source, configure a data resource to make a single call for all of them.
Improvements to time-series visualizations
  • Simplify identifying specific values on line, spline, area, or step charts through the Show markers option, which displays a symbol at each data point.
  • Sort by name, report range, group bucket, and element order. (Core UI feature gap)
Improvements for visualizations that show multiple metrics
  • In time series visualizations, provide viewers an alternative group by, where the viewer chooses the group-by value at runtime, for up to 3 data sources. (Core UI feature gap)
  • Set whether individual metrics follow filter components on the page or dashboard in both bar and time series visualizations. (Core UI feature gap)

Playbooks in Workflow Studio

Change triggers in any playbook
Edit triggers when you duplicate a playbook, in a variant, etc.

Privacy Management

Tagging of information object tags
Use the Data classification field to tag information objects instead of using the tag icon.
Initiating privacy assessment
When you initiate a privacy assessment from either an entity or a processing activity, you’re no longer redirected to the Create new privacy assessment form, instead, a new pop-up window appears where you can specify all the assessment details.

Product Catalog Management and Pricing Management

Product Catalog Management changes
Multiple configurations
Define child product offerings that can have multiple configurations in configurable opportunities, quotes, and orders. Agents can clone or split a child product offering to create multiple product offering instances. Each quantity for an offering instance can then have its own unique configuration.
Transient product offerings
Define single-use product offerings, such as installation services or consulting services, as transient products that are fulfilled in ServiceNow Order Management. After orders for transient products are fulfilled, sold product or product inventory records are created but have an Inactive status. Move, Add, Change, Delete (MACD) actions aren't supported for the sold product or product inventory records of transient products.
Pricing Management changes
Configurable pricing plan enhancements
  • Apply Renewal Adjustment step: This new step determines whether a contract renewal adjustment, either a markup or markdown amount or percentage, is to be calculated and applied. For example, as a pricing admin, you might want to apply a pricing uplift of a fixed amount at contract renewal. This renewal adjustment step is enabled by default, but you can change or remove it in a custom configurable pricing plan.
  • Extension point updates: The ListPriceExtensionPoint, which gathers the data needed to make required adjustments, now includes the adjustment data for contract renewals.
Volume-based pricing
Set volume discounts for product offerings based on the product quantity.

Project Workspace

Heatmap enhancements
The resource allocation heatmap displays the resource status, capacity, and utilization, enabling efficient planning and allocation based on availability and workload.

Public Sector Digital Services

Constituent Service Dashboard Migration to Platform Analytics
The Constituent Service Dashboard has been migrated to Next Experience Platform Analytics. Next Experience is a Now Platform® feature that is active by default when the user loads or upgrades to the Yokohama release. The dashboard migration to Next Experience enables you to visualize historical and real-time process statistics in role-based dashboards, which enable individual stakeholders to make informed decisions. The new dashboard can be accessed by navigating to All > Platform Analytics > Library > Dashboards.

RPA Hub

Changed fields for the Unattended Robot application
In the Unattended Robot dialog box, the RPA Hub field name has been changed to Instance URL.
Embedded Task Automation enhancement
Trigger attended bot processes (attended automations) from the ServiceNow forms in the Workspace experience apart from initiating them from a classic UI or the Attended Robot application.
Microsoft Software Installer (MSI) compatibility
Older MSIs that are related to Attended Robot and RPA Desktop Design Studio from the RPA Hub store release versions 7.0.3 and 9.0.0 are compatible and can be used with the current store release version (12.0.X) of RPA Hub. For Unattended Robot, the latest MSI must be installed, as it is not backward compatible.
However, there are some limitations:
  • Any new automation components available in the latest version aren’t available in the older versions. For example, the SSH connector in version 12.0 doesn’t work in older versions.
  • Components of the same name with different parameters aren’t backward compatible.
If robot machines use older MSIs than the current instance version, they won't have the new features from later versions. For example, features released after version 10.0 won't work in version 10.0 MSIs. Only features from version 10.0 are available in that version.
TerminateByName component behavior change
The TerminateByName component stops processes or applications only within the current user session.

Regulatory Change Management

Overview page of regulatory alerts
The Overview page for regulatory alerts includes a drop-down menu that enables you to track the progress of a regulatory assessment. Additionally, you can view the counts of completed, open, and overdue regulatory assessments.
Home page updates for Regulatory Change Management
On the Regulatory Change Management home page, within the Tracking section, a new drop-down menu has the Regulatory Assessments or Risk Assessments options. With these options, regulatory change managers can see the number of open and overdue assessments to help them efficiently monitor the status of their assessments.
Regulatory assessments in the Tasks pane
The Tasks pane in the Compliance Workspace now displays all the Regulatory assessments.

Request Management

Sorting configuration items in requested item forms
The list of configuration items (CIs) displayed for the Configuration item field in the Requested item form is now displayed and sorted based on the CI names in alphabetical order instead of sorting by CI class and then presenting the CI names in alphabetical order within a class. This change means you can determine whether a particular CI is available more quickly.

Resource Management Workspace

New resource heatmap view
The resource allocation heatmap view provides more relevant information such as resource status, remaining capacity, and utilization of resources which helps resource managers to plan efficiently and allocate the resources based on their availability, bandwidth, and work requirements.

Security Incident Response

Security Operations
Integration nameIntegration changes
Microsoft Teams Chat Simplified the setup of Microsoft Teams Chat integration with Major Security Incident Management Workspace. For more information, see Integrate Major Security Incident Management with Microsoft SharePoint.
Microsoft SharePoint Simplified the setup of Microsoft SharePoint integration with Major Security Incident Management Workspace. For more information, see Integrate Major Security Incident Management with Microsoft Teams.
Security Incident Response Integrations Workflow was migrated to Workflow Studio. For more information, see the following:
Security Incident Response Orchestration Workflow was migrated to Workflow Studio in the section Run procdump flow.
Security Operations common functionality Workflow was migrated to Workflow Studio. For more information, see the following:
Other additional Security Incident Response setup tasks
View security incidents with read access and update security incidents with write access without any defined security role.

Self-service and Omnichannel engagement for CSM

Using the email interaction page
Manage and view customer-related information and past conversations while interacting with customers via email.
Receive comprehensive and detailed answers with intelligent search and conversational experiences using Now Assist in Virtual Agent. The search results are synthesized from Knowledge Base articles, Virtual Agent articles, and catalog items with links to the sources. It retains conversation context across multi-turn questions, promoting continuity and relevance in responses.

Service Operations Workspace for ITSM

Incident record page changes
The Incident record page has the following changes:
  • The caller card is placed first on the Record information side panel for tier 1 agents.
  • The origin card itself is no longer clickable to reduce usability issues with the card and its clickable elements.
Reference field behavior changes in SOW
Selecting any reference field in SOW now displays only the recent selection values instead of automatic searching and displaying the results of the field values available in the system. This change increases the overall performance of the reference fields. By default, this change is enabled. To revert this change, set the Reference search on click (ref_search_on_click) UX page property to set to true.
Viewing Assign to me option
Users with the incident_read role can no longer view the Assign to me option for an incident record.
Email component issues on SOW Incident
Email components are now accurately displayed for SOW Incident when the email is selected from the activity stream, stacked view, or email template is applied.
Resetting filter conditions
Filter conditions are now reset when switched from one related list to another related list.
Saving interaction record loads recent tasks
When a new interaction record is created and saved, the sidebar now loads record Information instead of recent Tasks.
Problem Management state transitions
Sections that are configured to be expanded now automatically expand when you transition to a new state, without requiring a page reload.
GenAI email templates for communication
Use the GenAI capabilities for composing email with GenAI email templates in all major incident communications. The GenAI email templates are visible in a separate section when the email templates field is selected and the following conditions are met:
  • Any GenAI variable is available in the email templates.
  • Now Assist for ITSM is installed and activated.
  • GenAI skills are enabled.
  • User have the required roles to execute the GenAI skills.
Close resolved incident
Close an incident in Resolved state using the itil_admin user role.
Resize modals on the SRP and list pages
Ensure flexibility and efficiency by enabling users to resize the modals on the SOW SRP and list pages. This helps in adjusting screen space allocation, enabling multi-tasking, and optimizing content visibility for different tasks and screen sizes. 

Service Portal

Use ECMAScript 2021 (ES12) JavaScript mode in server scripts for widgets

Use features supported in the ECMAScript 2021 (ES12) JavaScript mode in server-side scripts for widgets by selecting Turn on ECMAScript 2021 (ES12) mode from the widget record or Widget Editor. For information about features supported in the ECMAScript 2021 (ES12) JavaScript mode, see JavaScript engine feature support.

Define roles for page route maps
Control which users are redirected to a new page based on a page route map. Specify the user roles to apply in the Page Route Map form.
Improved redirection for single sign-on (SSO) authentication

Improved the experience of logging in to portals that use single sign-on (SSO) authentication by redirecting to the SSO Identify Provider (IdP) login page without trying to load the portal page first.

Enforce providing comments when rejecting requests
Require approvers to provide comments when rejecting a request from the Approvals widget. Administrators can enable requiring comments from the widget instance options.
Check cross-scope privileges to a table with the Form widget
Validate access to tables from which the Form widget fetches data. The Form widget checks for the necessary cross-scope privileges to a table by default.

ServiceNow SDK

Version 3.0
Subcommands replaced with parameters on the auth command
Configure authentication credentials with the --add, --delete, --list, and --use parameters of the now-sdk auth command.
Dependencies command installs type definitions
Download TypeScript type definitions for Glide APIs and script includes from a ServiceNow instance based on the scripts in your application.
Build command includes --frozenKeys parameter
Validate that the auto-generated keys.ts file is up to date for continuous integration (CI) builds by setting the --frozenKeys parameter to true with the now-sdk build command.
Deploy command renamed install
Install or update an application on a ServiceNow instance using the now-sdk install command.
Automated Test Framework Test API supports two-way synchronization
Synchronize changes to Automated Test Framework tests made outside of source code into source code definitions and back to metadata.
Table API supports licensing configurations
Create a licensing configuration [ua_table_licensing_config] to track subscription counts for a table with the licensing_config object in the Table API.
Table API supports remote tables
Create a remote table with the scriptable_table property in a Table object.

ServiceNow Studio

Modify an app's settings in ServiceNow Studio
The App settings icon in ServiceNow Studio used to open a small modal where only a few settings could be updated and the app could be deleted. In this release, the icon opens a Core UI view of all the app settings and related links for the app.
Create an application in ServiceNow Studio
As of version 27.2.4, the available options at the success page for creating an application changed from Go to app dashboard to View App Details and Create File.

Software Asset Management

Reflow for Configurable Workspace
The Software Asset configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality.
Publisher optimizations dashboard for Microsoft
The Publisher Optimizations dashboard for Microsoft has been updated to support additional subscriptions.

Strategic Planning

Changes in Financials
Changed the name of the following fields for Financials.
  • ETC is changed to Remaining Estimates.
  • EAC is changed to Forecast.
  • Actuals to date is changed to Actuals.
Changes in planning item forms
The dates in the Planned start date and Planned end date fields are editable for all planning item types other than Demand and Project planning item types. Also, the State field is editable for EAP planning items and its child items.

Subscription Management

Allocation charts reflect only active users
The Allocation summary and Allocation history charts on the subscription details page reflect only the subscriptions allocated to active users for each month following the upgrade.
Auditing App Engine V1 usage
The App Engine Usage dashboard has been restored. For details on auditing App Engine V1 usage, see the Auditing App Engine v1 [KB0999383] article in the Now Support Knowledge Base.

System Update Sets

Application installations
You can add specific applications or versions as an app installation and configure to track them in an update set.

Third-party Risk Management

Pre-populate responses using questionnaires
If you have the Third-party risk assessor [sn_vdr_risk_asmt.vendor_assessor] or Third-party risk manager [sn_vdr_risk_asmt.vendor_risk_manager] role, you can enable third-party and engagement contacts to review and update responses only if necessary by pre-populating questionnaires for engagements and entities with responses from completed questionnaires that are associated with the same third party. The attachment, duration, and signature type responses are excluded. This feature also helps ensure data consistency and accuracy.
Microsoft Excel questionnaire template
Streamline the due diligence process by enabling third-party and engagement contacts to respond to questionnaires using a Microsoft Excel template by downloading the questionnaire as a template, completing it according to the included instructions, and importing the final version into the Third-party portal. This feature update enhances flexibility by enabling third-party and engagement contacts to provide information outside the third-party portal. Third-party risk assessors [sn_vdr_risk_asmt.vendor_assessor] and Third-party risk managers [sn_vdr_risk_asmt.vendor_risk_manager] can access this feature and respond to questionnaires on behalf of Third-party and engagement contacts through the Vendor Management Workspace.
Codes and additional identification information for ICT third-party service providers
If you have the third-party assessor role [sn_vdr_risk_asmt.vendor_assessor], help ensure compliance with DORA regulations by adding additional code types and a legal name to third-party and third-party engagement records in the digital resilience third-party registers within the Vendor Management Workspace. Include this information when the legal name of a third party differs from its commonly recognized name, or when you need to record multiple identification codes like a EUID, LEI, or Country code. When supply chain, assessment, or contract records are associated with a third party or third-party engagement using the EUID code type, all relevant fields will be automatically populated.
Function types for ICT third-party service providers
If you have the third-party assessor role [sn_vdr_risk_asmt.vendor_assessor], help ensure compliance with DORA regulations by using Business capability as an additional function type for function records in the digital resilience third-party registers within the Vendor Management Workspace.
Multiple legal entities making use of the services for contracts
If you have the third-party assessor role [sn_vdr_risk_asmt.vendor_assessor], add multiple legal entities that are using services as part of a contract record in the digital resilience third-party registers within the Vendor Management Workspace. Including all entities that are using services associated with a contract is essential for maintaining transparency, helping ensure compliance, and enhancing operational resilience.

Threat Intelligence Security Center

Courses of Action
Renamed Course of Actions to Courses of Action.
Create Inbound Data Exclusion Rules
Renamed Inbound Filtering Rules to Inbound Data Exclusion Rules.

Upgrade Center

Upgrade Plan enhancements
Experience a seamless upgrade on your instance with the Upgrade Plan, offering the option to either include or bypass skipped records and customizations during its building.

User Experience Analytics

New custom user property configuration
An easy way to configure which user-related fields are available to use as filters and in user details. Configured user properties are available for all applications. Previously created custom user properties are no longer supported and must be recreated in the new UI.
Country consent policies are set by default to No Consent Required
Default country consent policies are now set to No Consent Required. If you have previously updated your country consent policies, they will retain the custom setting. Existing users who have set their tracking preferences will retain their settings. New users will not require consent for tracking unless you update your country consent policies.
Longer user history
Detailed data for users and sessions extended to two years.
Optimized the way metrics are calculated
Percent time on app and Average duration per page calculations changed compared to the application view in Xanadu or prior releases. Percentage time on app was Percentage time on site in Xanadu or prior releases.
Client page load and Full page load aggregated in the same visualization
All performance metrics associated with Client, Network, Page Load, and Server time are aggregated together.

Virtual Agent

Dynamic Translation calls
For Now Assist, if native translation is enabled, a Dynamic Translation call is only made if an unsupported language for native translation is used.

Visa Spoke

Visa Resolve Online (VROL) version 25.1 updates
Updated the following Visa Spoke actions to align with Visa Resolve Online (VROL) release 25.1 revision changes:
  • Submit Fraud Report Request Builder
  • Look up Fraud Report Details Response Parser
  • Look up Dispute Response Details Response Parser
  • Look up Dispute Details Response Parser
  • Submit Dispute Questionnaire

Vulnerability Response Integration with Claroty CTD

Updates made for Claroty CTD v5.1
The following updates were made to support Claroty CTD v5.1:
  • There's no limit now on the number of Common Vulnerabilities and Exposures (CVEs) that you can import.
  • The Minimum CVSS Score field was replaced with the CVSS V3 Score field.

Workspace

Context-based suggestions with @mentions
Receive suggestions for users with access to the record when using @ mentions.
Expand all tiles in the Activity stream
Set a user preference to keep all tiles in the Activity stream expanded across cases and user sessions.
Access control security model for the Activity stream
Data filters and access rules provide role-based access control for viewing and editing tables in the Activity stream.
Multiple records added from the multi-record associator load in the background
Work on a record while the multiple records that were selected from the multi-record associator are added in the background.
Attach display text to knowledge base links in the email composer
Manage your email's appearance by attaching display text to knowledge base links.
Infinite scroll for lists
Use the Record List bundle to scroll through lists infinitely without pagination.
Live updates for lists
Use the Record List bundle to view live updates on lists without refreshing the page.
Temporary lists available in the list menu
Temporarily access personalized lists that are sent to you as links within the My Lists menu.
Filter for hierarchy in condition builder
The is within hierarchy field in the condition builder enables you to filter your list within a hierarchy instead of only direct reports.