Proactive Triggers release notes
- UpdatedAug 3, 2023
- 3 minutes to read
- Vancouver
- Release Notes and Upgrades
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
The ServiceNow® Proactive Triggers application supports end users by providing helpful platform actions, using real-time data. Proactive Triggers was enhanced and updated in the Vancouver release.
Proactive Triggers highlights for the Vancouver release
- Create a custom trigger type during rule creation or through the updated Proactive Triggers section in .
- Improved Proactive Triggers section to include updated wording and trigger types in .
- Improved the Proactive Execution History (sys_cs_ptrigger_execution) table.
- Include ServiceNow® AI Search as an example trigger type with a System API source.
- Launch a selection of ServiceNow® Virtual Agent topics after a Proactive message is triggered. Up to three buttons associated with Virtual Agent topics can be created and presented to end users through their web client experience.
See Exploring Proactive Triggers for more information.
Important: Proactive Triggers is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Vancouver release
- Custom trigger types
- Create your own trigger type specific to your organization. Creating custom trigger types can increase the usage of Virtual Agent by providing event-based triggers on the platform. Custom trigger types enable you to improve the deflection rate of cases and issues as well by triggering messages during events that improve
customer satisfaction, such as reminding end users when an item is in their cart. When creating a new rule, the Trigger type field has a new Create new trigger type button (
). Selecting this button brings up the new Create Trigger Type dialog box where you're prompted to create a new trigger type. You can also create and view trigger types in the updated section. Next to the Trigger Types field, select View all to create or view trigger types. When creating trigger types, you can have a source of Web
Browsing or API. AI Search is now an included System API source trigger type that can be turned on. - Proactive Triggers button options
- Create up to three buttons that link to relevant Virtual Agent topics when associating an action to a rule using the Message that launches a selection of virtual agent topics action type. When associating an action to a rule, assign up to three Virtual Agent topics that appear as buttons to end users. End users see these buttons in their web client when they interact with the Proactive Triggers message. Up to three buttons can appear under the designated action's Tagline (which defaults to Suggested for you). If they select a button, the Virtual Agent topic runs.
UI changes
- Proactive Triggers web client pop-up
- The location of the Proactive Triggers pop-up message moved from the side of the pop-up icon to the top. This updated location is in alignment with the existing Virtual Agent topic pop-up behavior. Default max height of messages were also established. If there's more information than the default max message height, dynamic sizing occurs via the See more or See less buttons.
- Proactive Triggers section in
- The Proactive Triggers section received an updated UI and fields were rearranged and renamed. The following fields were renamed:
- Proactive triggers activation is now Enable proactive triggers.
- Proactive triggers rules is now Rules.
Changed in this release
- Improved Proactive Execution History status code
- The Proactive Execution History (sys_cs_ptrigger_execution) table provides clearer status information about why a rule didn't run as expected.
Activation information
Install Proactive Triggers [sn_pt] by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
Proactive Triggers supports various browsers, including Google Chrome and Microsoft Edge.
Accessibility information
- Screen readers and keyboard shortcut support
- Supported screen readers now provide a prompt that a proactive-triggered message is available. The Tab keyboard shortcut is available so that users can view the proactive-triggered message.