Changes to Vancouver features and products

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

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

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AI Search

Wildcard operators % and * ignore stop word expansions
Search query terms that contain % or * wildcard operators no longer expand to match terms that are defined as stop words.
Q&A Genius Results activated by default
Q&A Genius Results are enabled in the base system and no longer require activation.
Search query parameter evaluation framework
When tuning a new relevancy model candidate, machine learning relevancy performs A/B testing evaluations of live search traffic, comparing search query relevancy for the existing model and the new candidate model. AI Search only applies the new candidate model if it outperforms the existing model in these A/B testing evaluations.

API

Table 1. Changed scoped classes
Class Methods
GlideAggregate - Scoped The orderBy() method now accepts arguments that are glidefunctions.
Table 2. Changed global classes
Class Methods
GlideAggregate - Global The orderBy() method now accepts arguments that are glidefunctions.

Adoption Services

Guided tours now compatible with Configurable Workspace
Help train and onboard users within configurable workspaces using guided tours.
Help Center now supports roles
Deliver targeted Help Center content by defining roles required to view topics.

Advanced Risk

RAM form changes
The Mandate risk response field has been removed from the Business Validations tab and made available on the Risk Response Configurations tab on the RAM form.
Integrated Risk Management Lite Operator changes
In response to customer feedback and to align with customer expectations, significant improvements were made to the Integrated Risk Management Lite Operator entitlement. Lite Operators have the following expanded capabilities, enabling them to perform additional risk and compliance operations:
  • Approve advanced risk assessments
    Note: To enable lite operators to approve advanced risk assessments, the administrator must manually add the sn_risk_advanced.ara_approver role to GRC: Business User Lite.
  • Create and respond to risk response tasks
  • Approve risk response tasks
  • Review, approve, or reject a risk event
  • Respond to a risk identification questionnaire
  • Update any assigned risk event task
  • Review and respond to the metrics data tasks
Workspace record page template upgrade
Streamline page creation, simplify maintenance, and minimize the cost of page ownership using the new record page template. If you’re upgrading and have customizations to workspace record pages, see Revert the record page templates to the pre-17.x version.

Agent Client Collector

Automatic loading of the allow list after check execution
When executing a check, the allow list loads automatically. You don't need to restart the agent.
Automatic MID Server selection
Starting in version 3.3.1:
  • Receive additional MID Server information to be used as alternative points of communication during automatic MID Server selection.
  • Automatic MID Server selection is off by default.
Retrieving metrics for cloud resources
Starting in version 3.3.1, use Azure checks and policies to retrieve metrics for virtual resources in the cloud.
Monitoring Technology Dashboards
Starting in version 3.3.1:
  • Filter metrics by selected CI in the AWS and GCP Monitoring Technology Dashboards.
  • Use the updated Monitoring Technology Dashboard for Azure. The dashboard contains additional tabs which provide more information on your Azure infrastructure.
  • Viewing Monitoring Technology Dashboards requires the dashboard_admin role in addition to the existing agent_client_collector_admin role.
Metric rules
Starting in version 3.9.0, configure manual thresholds for generating metric alerts using the Metric Rules feature instead of the Static Thresholds UI.
SNMP checks
Starting in version 3.9.2, SNMP checks work by default with v3.

App Engine Studio

Enhanced search for Workspace Builder
Get faster, more intuitive search results in Workspace Builder by enabling AI Search for a workspace.
  • Select multiple facet values simultaneously and apply the selected value using condition builder.
  • Open search results in a new tab.
  • Support for dark mode.
  • View parent documents with linked attachments, which you can download.
  • View the number of search results per tab.
Find tables faster in Workspace Builder
When you search for tables in a workspace built using the AES wizard, the Now Platform lists more legible names and descriptions for the tables. It also organizes the available tables into two sections: tables that are already in your app, and all tables outside the app scope.
Improved performance when using AES
As of release 24.1.2, the load times for AES and its apps have been reduced, enabling you to build apps faster.
Find tables faster when creating email notifications
As of release 24.1.2, when you search for tables when creating an email notification in AES, the Now Platform lists recommended tables. It also organizes the available tables into three sections: tables that are already in your app, recommended tables, and all tables outside the app scope.
Updated Analytics Center for Workspace Builder
  • Current, refreshed content is displayed in the Analytics Center in Workspace Builder.
  • More information is included on the cards for Analytics Center, such as actionable items.
Updated theme for all email notifications in some AES predefined templates
The branding, layout, and color themes for all email notifications in the Time off and Cost approval AES templates was updated.
Improved performance across all predefined templates in AES
Performance improvements have been made for all AES templates.
Use OAuth credentials in your pipelines
The OAuth credential type is supported for creating pipeline credential records beginning with the Rome release.

Audit Management

Workspace record page template upgrade
Streamline page creation, simplify maintenance, and minimize the cost of page ownership by using the new record page template. If you’re upgrading and have customizations to workspace record pages, see Revert the record page templates to the pre-17.x version.

Change Management

Activate Change Management - Data Archiving

Archive the change requests, change tasks, and conflict data in your instance per your data retention policy through the updated archive rule, which enables you to include the conflict table with change requests and change tasks.

Cloud Cost Management

New Cloud Cost Management experience
The new Cloud Cost Management Workspace provides a more efficient, modernized way for you to work. For information, see Cloud Cost Management Workspace.

Configuration Management Database (CMDB)

Data retention policy for the Audit Results table in Data Certification
Data archiving in the Now Platform adds an archive policy to the Audit Results [cert_audit_result] table that archives any records created more than two years ago. Archived records are stored in the ar_cert_audit_result table for seven years, after which they are destroyed. For more information, see Data archiving.
Choose multiple non-reporting discovery sources in a Find Gap CMDB 360 query
Extend the scope of a Find Gap CMDB 360 query in CMDB Workspace by choosing multiple non-reporting discovery sources.
Multisource Data Preview page in CMDB 360 view in CMDB Workspace is implemented as a UIB component

Visualize data reported by multiple discovery sources by viewing the Multisource Data Preview page. Highlighted discovery source values that were used as the current attribute values in the CMDB show how discovery sources are used to populate CMDB attributes.

Track progress of CMDB Data Manager tasks
Review details about task CIs and task progress, which can be especially helpful in troubleshooting a task, such as an Archive task, that isn't completing as expected.
Review the list of business services before converting them to application services
Prevent unintentional bulk conversion, which can't be undone, by selectively choosing and then reviewing the final list of the business services that you want to convert into application services. At the final review, you can still add or remove items from the list before starting the conversion operation.
Intelligent Search for CMDB
Use of Intelligent Search for CMDB provides the following benefits:
  • Ability to search for a specific CI by entering the full or partial CI name.
  • Automatic addition of conjunctions missing from utterances. For example, in English, the word "with" is added between some keywords.
  • Improved validation for utterances related to non-CMDB tables.
Default value of application service property changed
The default value of the sa.service.population.stop_expasion_under_ci_classes property has changed from cmdb_ci_service to "cmdb_ci_service_discovered. By default, if an application service belongs to a CI class that extends the cmdb_ci_service_discovered class, then the system doesn't insert CIs under this application service during manual update of the application service with CMDB changes.
Bi-directional synchronization of the Teams related list
When you modify a Teams related record, where Group type corresponds one of the group assignment fields in the CI, the change is synchronized with the CI corresponding field. Group assignment fields include the Approval Group, Change Group, Managed by Group, and Support Group.
Label on the CMDB Group Contains Encoded Query form is renamed to CI Overview Condition
The field label Simple Condition (and corresponding attribute label) on the CMDB Group Contains Encoded Queries form is renamed to CI Overview Condition. For more information see CMDB groups.

Continuous Authorization and Monitoring (CAM)

Roll back changes when you revert the authorization package workflow steps and require approvals to re-advance
When using the Back to previous step button on the Select, Implement, or Assess workflow stages, any controls or other items that were added to an authorization package are removed. The following list shows what happens when you go back to a previous step in the RMF:
  • Select to Categorize: Removes all baseline controls.
  • Implement to Select: Retires all active controls on the package.
  • Assess to Implement: Deletes all engagements.

When re-advancing the workflow from the Select, Implement, and Assess stages, you must request approval again for the authorization package to move to the next stage.

Use the enhanced common control selection
When inheriting from a common control, the search dialog displays a filtered list of controls that have matching reference numbers.
Editing restrictions for policies created in Continuous Authorization and Monitoring
Only users assigned to a Continuous Authorization and Monitoring role can edit a policy created in CAM unless the person is listed directly on the policy.

Core Now Platform

Currency fields reflect currency and value from form templates
Apply a currency and value to currency fields as entered in a form template on its creation. Previously, currency field values applied by form templates were converted to the session currency.
Table name is read-only after archive rule is created
You can no longer change the table name when editing an existing archive rule.
Archive table restricted to current application scope
You can no longer select a table in a different application scope when creating an archive rule.
Archive related records in any application scope
You can now archive related records in any application scope by selecting New in the Archive Related Records related list.
Table cleaner slow rule handling
If a query from a table cleaner rule exceeds 30 seconds, the entire table cleaner job is stopped and the rule is excluded from the job for two days. You can configure the duration of this period by adding a new system property.
Event processing system enhancements
Use the Events and Jobs dashboard to view the status of the events and queues in the event processing system. You can also configure and reset an alert using the Events-Configure Alerts module.
Job history views
You can now view the details of completed jobs by accessing the node level and instance level job history views.

Customer Service Management (CSM)

Unified Install Base Management experience
Use the enhanced install base data model to create a unified install base management model. Support a uniform list layout view across all portals, and view detailed information related to install base records in the Install base menu in the support header of the Consumer Service portal.
  • Provide authorized contributors with additional roles to access, read, and update cases and all Affected Install Base items.
  • Define multiple combinations of household member relationships for an install base item.
  • Enable agents to create cases linked to an install base item for partner contacts who have access to an install base either through primary access or through related parties.
Configure email notifications for unread chat messages
Send an email notification to both authenticated and unauthenticated users who have been inactive for a certain time period. You can also send notifications to verified users who haven't read new messages for a specified duration.
AI Search Assist for authenticated external users
Add AI search capability for guest users to be able to search knowledge articles in the customer portal.
Improvements to the process page template for Customer Service Management playbooks
Note the following improvements to the process page template for Customer Service Management playbooks:
  • Full-width view of the activity viewer on the standalone playbook component on the Customer Service Management record page.
  • Improved editing experience for case details from the process pages.
  • Responsive modular playbook components with a collapsible left panel.
  • Support for the Service Definition field in the case form layouts.
Improvements to the process page variants for Customer Service Management playbooks
Note the following improvements to the process page variants for Customer Service Management playbooks:
  • Ability to add optional activities and edit case details in playbooks.
  • Support for record generator in product support playbook to guide users through the record creation process.
Roles included with the Customer Service manager role
The customer service manager role (sn_customerservice_manager) includes the approver_user role. This role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.

Decision Builder

Decision tables with advanced rows are now supported by Excel imports and exports
Previously, decision tables containing even one advanced row could not be edited in Excel. Tables with advanced rows can now be edited in Excel but advanced rows are read-only.

DevOps Change Velocity

DevOps change models
Use change models in DevOps Change Velocity that enables better flexibility in defining change models or processes to reflect modern development practices.
Secure token authentication for integration user
Configure Azure DevOps, Jenkins, and GitHub Actions using token-based authentication for the integration user for better security.
ServiceNow DevOps change request state in Azure DevOps pipeline logs
View the change request state and the corresponding policy conditions in the Azure DevOps (ADO) pipeline console logs whenever the state of a change request is updated without having to navigate to ServiceNow® DevOps Change Velocity.
Get and update change request details
Retrieve and update change request details associated with an Azure DevOps pipeline and the GitHub Actions workflow by using the ServiceNow® DevOps extensions available in the Azure DevOps and GitHub Actions marketplace.
Configure webhooks manually
As a tool owner or DevOps admin, access the token and sys_id for webhooks by configuring webhooks manually in your third-party tool rather than configuring them automatically from ServiceNow® DevOps Change Velocity.
GitHub Actions deployment gates
Enforce quality gates on every deployment environment in GitHub Actions and retrieve the change details from within the Deployment Protection Rule console logs of GitHub Actions.
Simplified setup
Spend less time in the initial setup of ServiceNow® DevOps Change Velocity thanks to the removal of the CreateDevOpsTool connection setup activity.
Validate ServiceNow DevOps extension in Azure DevOps
Validate the installation of ServiceNow DevOps extension in Azure DevOps with a playbook activity.
Configure webhooks automatically in Rally
Configure webhooks automatically as part of the playbook while connecting to the Rally tool.
Assign services to the pipeline steps
While associating pipelines with an application, for each selected pipeline, all steps or stages are imported from the last successful execution.
Update change model in pipeline
Update the change model in your existing pipeline steps using the DevOps Pipeline Migration to Change Models catalog item.
Manage ADO pull requests
Manage Azure DevOps (ADO) pipeline's pull requests for ADO coding source from ServiceNow DevOps. You can enable the change approval process on your pull request to control pull request merge approvals from ServiceNow DevOps and monitor pull request details associated with the change request.
New test types supported for ADO
Automatically publish ADO test results of test tools reports like NUnit, pytest, jest, JUnit, and XUnit without any custom API calls.
GitHub OAuth JWT setup through playbook
Configure the GitHub tool using OAuth JSON Web Token (JWT) credentials through the tool onboarding playbook.
GitHub Organization support
Configure and discover GitHub repositories under an organization.
Automatic updation of close code based on pipeline execution status
Change created from a pipeline is now automatically closed and updated with the closure notes, actual start and end time, based on the overall pipeline completion status.
Guided change automation experience
Use better in-product guidance on the various ways to leverage DevOps changes and easily adopt the changes without complete disruption of your change process.
Renamed DevOps flows
The DevOps Model Change Approval and DevOps Default Change Approval flows have been renamed to DevOps Change Request Manual Approval and DevOps Change Request Advanced Automation Approval flows respectively.
Getting started guide
Use the Getting started guide from the DevOps Workspace Homepage to get started with DevOps Change Velocity after installation.
Create applications using playbook
Use the App playbook to create DevOps applications, associate plans, repositories, and pipelines, and import historical data.
Configure Jenkins automatically
Configure the Jenkins tool automatically directly from within DevOps Change Velocity.
Enhanced automated change creation
Avoid issues that might occur in the automated change request creation guided procedure because of the tool connection state.
New state transition flows for DevOps change model
Move and track changes through added transition flows for the Change - DevOps - New and Change - DevOps - Schedule states in the DevOps change model.
Error handling for DevOps flows
View errors corresponding to a change request in the work notes of a change request and console logs of the pipeline tool when a business rule or data policy causes an issue while updating a change in the DevOps Change Request Manual Approval, DevOps Change Request Minimal Automation Approval, or DevOps Change Request Advanced Automation Approval flows.
DevOpsChangeRelationshipHelper script to retrieve change data
Retrieve data associated with a change request based on the specified relation type using the DevOpsChangeRelationshipHelper script include.
New property to specify retry limit
Specify the maximum number of times the discover action will be automatically retried after it reaches the rate limit using the Maximum limit for the number of times the discover action that exceeds the rate limit will be retried property.
Import request restart
Restart an import request from the Import Request record that couldn’t be completed due to an error.
Automatically associate repositories
Repositories are automatically associated to applications when a corresponding pipeline identifies commits of repositories that are not yet associated.
Unit test type support for GitHub
Automatically publish unit test results of types NUnit, pytest, jest, JUnit, and XUnit from GitHub Actions workflows without any custom Application Programming Interface (API) calls.
Custom actions for GitLab using Docker
Retrieve and update change request details associated with a GitLab pipeline and publish unit test results. Automatically update close code based on the overall pipeline execution status for simple GitLab pipelines.
Enhancements to DevOps Model change
  • In-product guidance enables you to leverage DevOps models and easily create DevOps changes without disruption of your change process.
  • To make the Change - DevOps – Implement flow of the DevOps model more suitable for DevOps changes, change tasks are no longer automatically created.
  • The new Change – DevOps – Update execution state flow in the DevOps model means you no longer have to activate the DevOps Change Request Manual Approval flow to send a callback to the third-party orchestration tool.
  • Fast-track your change process by using a new DevOps Simplified change model, which doesn’t contain the Assess state. Change approval for this model is based on the DevOps Simplified Model Change policy.
Branch details for artifacts and packages
Branch details from pipeline executions are now available for artifacts and packages for better tracking.
Create lists
Option to create customized lists added to the Changes, Tools, and Administration modules in the DevOps Change Workspace.
Jira Server connection using API key
Connect to your Jira Server using API key authentication rather than basic authentication.
GitHub Actions reruns
Re-running failed GitHub jobs will now use the existing change request created for the failed jobs instead of creating new change requests.
Generalized Docker Container solution to support any orchestration tool
Use the generalized and extensible Docker Container solution to integrate any orchestration tool with DevOps Change Velocity for invoking pipeline actions like change request creation and collecting relevant DevOps data without having to rely on tool specific plugins or extensions.
Simplified onboarding of planning tools that are not supported in the base system
Integrate planning tools that are not supported in the base system by leveraging transformer rules. GitLab Issues is now available as one of the planning tools and is built leveraging this new approach so you can discover plans, import work items, and configure webhooks for work items (issues) in GitLab.
Default BitBucket branch property
Specify the default Bitbucket branch name that must be used to create an import request in the sn_devops.bitbucket_default_branch property.

DevOps Config

Support the return of node data
Added the includeNodeInOutput argument to the returnDataforNodeName-now exporter to return the node data after excluding the node name.

Document Intelligence

Required fields
Define a document’s required fields to support the full automation of document processing.
Data normalization
Standardize data extracted from documents with the following improvements:
  • Base system support to transform common field types (dates, numbers) into a normalized format.
  • Interface for agents to visualize applied normalizations and modify them as needed.
  • Integration setup approach to seamlessly transfer normalized data to a workflow.
Increase to default limits
The file size limit for attachments is increased to 10 MB. The maximum number of document tasks processed per instance per day is increased to 2,000.
Improvements to AI quality for invoices
Improve extraction outcomes by leveraging more powerful AI models, prebuilt use case configurations, and user-defined hints.

Encryption Key Management

Deprecate GlideEncrypter usage of 3DES for password2 fields
Administrators may request 3DES deprecation ensure that your instance uses the more secure Advanced Encryption Standard (AES) exclusively for the encryption and decryption of your Password2 data. This configuration change is necessary to meet NIST compliance, and ensures that your passwords no longer rely on static key encryption.

Environmental, Social, and Governance Management

Updated reference qualifier from sn_grc_metric.manager role on the Metric definition 'Approver' field to sn_grc_metric.reader role
Updated the reference qualifier from sn_grc_metric.manager role on the Metric definition 'Approver' field to sn_grc_metric.reader role.
Workspace record page template upgrade
Streamline page creation, simplify maintenance, and minimize the cost of page ownership using the new record page template. If you are upgrading and have customizations to workspace record pages, see Revert the record page templates to the pre-17.x version.

Financial Services Card Operations

Implementing 4-eyes principle in dispute management
Enhance your dispute management by implementing the 4-eyes principle. This principle ensures that two authorized individuals handle the critical tasks and establish an efficient risk control mechanism.

Financial Services Operations Core

Uptake Product model changes
The Product model was improved with the following updates:
  • Relocated the FSO Core product model tables for the card model, personal insurance model, commercial insurance model, deposit model, loan model, investment model, group life insurance model, individual life insurance model, and lines of credit. These new model tables now extend from the Service model (cmdb_service_product_model) table instead of the Product model (cmdb_model) table.
  • When you upgrade to v3.0.0 or later versions of the FSO Core application, the application automatically executes the fix scripts to transfer the data from existing FSO Core model tables to the new Expanded Model and Asset Classes model tables. For example, the existing table sn_bom_card_model, now appears as sn_ent_card_service_model.
  • Existing customers upgrading to v3.0.0 or later versions can see both the existing tables and new tables, but it's strongly recommended to use the new model tables. The existing tables are marked with the Deprecated suffix, and all data is moved to the new tables. New customers have access to the new model tables, and the older model tables don't appear in their instances.
  • The new model tables now use the Model number and Service type fields from the Product model and Service model tables, instead of their previous Product code and Product type fields.
  • The Start date and End date fields in the FSO Core model tables now use the Service Model Lifecycles record.
  • For existing records, the value in the status field of the Loan model table is updated from Active to In Production and from Inactive to Retired.
Fraud score page
View the fraud score page to get detailed insight into a claim's fraud score and history. An adjuster, processor, and manager can view the fraud score page on the claim case and from the adjuster task to determine the fraud risk of a case. An administrator can use the base system fraud score page to create a customized scoring page that is specific to the requirements for your line of business.
Data model enhancements to Insurance Claims Core
The insurance policy and related tables have been updated to support new claim features.

Goal Framework

sn_gf.weighted_average_enabled
The default value for the sn_gf.weighted_average_enabled property has been changed to Yes. With this change, by default, the application calculates the progress of goals from their sub-goals and targets, considering the value that is populated in the Impact on goal or Impact on parent goal field.
Goal form
The Targets related list has been split into two related lists, Quantitative Targets and Qualitative Targets, to differentiate between the target types. The unit of measure defines the nature of a target as quantitative or qualitative.
Goals access with Business Stakeholder role
The sn_gf.goal_user_read role is added to the business stakeholder [business_stakeholder] role. With this change, the business stakeholder can view the goals and related records on the platform lists and forms by default.

Healthcare and Life Sciences Service Management Core

Improved Healthcare and Life Sciences data model
The following enhancements have been made to the data model:
  • Service organization records are created and linked when a Healthcare location is created.
  • Internal or external business locations are created and linked when a corresponding Healthcare location is created.
  • Patient records are extended from consumer profiles.
  • Service definitions capability is provided at the foundation level, providing improved management of service offerings.
  • The Healthcare task [sn_hcls_task] table now extends the Customer Service task [sn_customerservice_task] table.
  • Care specialities have been introduced and aligned to practitioners. A form view has been provided in Workspace and navigation is available from the List Menu.
  • Observations and conditions have been linked to appointments.
  • Practitioner locations and care specialities have been aligned.
  • The Consumer Profile table was introduced to the data model by Customer Service Management in Utah to support multiple consumer profiles, such as patient. As such, the patient table now extends consumer profile.
Patient reparented to consumer profile

The consumer profile field has been added to case and sold product tables. This column will be supported instead of the existing patient column going forward as the patient column has been deprecated and the consumer_profile column has been relabeled to Patient. Data has been cloned from the Patient column to consumer_profile in these instances.

Patient column has been added to Consumer table.

Healthcare task reparented to Customer service task

Healthcare Task has been reparented to sn_customerservice_task.

Parent case now refers to sn_customerservice_case instead of sn_hcls_case.

The patient column has been deprecated. Going forward, only the consumer column will be supported.

Hermes Messaging Service

View Hermes Messaging Service log messages
View Hermes Messaging Service log messages in the Log [syslog] table.

ITOM Health

Anomalies are displayed for metrics classified as near-constant.

ITOM Optimization ITOM Optimization

Cloud Admin portal link to User portal
Cloud Admin portal link to User portal, now points to Employee Center if you have installed and set up the Cloud Services Catalog plugin. If CSC is installed, admin and sn_cmp.cmp_root_admin roles can access this feature while switching to the Request portal. Cloud Services Catalog is now available as a part of ITOM Cloud Accelerate, designed to manage the life cycle of cloud resources.

ITOM Visibility

Scale Cloud Discovery for multiple accounts using Cloud Discovery Workspace
The Cloud Discovery Workspace provides a more efficient way for you to work with Cloud Discovery.
Enhance previously mapped application services using Automated Service Suggestions
Enrich an existing application service by adding CIs from an additional candidate generated by Automated Service Suggestions.
View load balancer name suggestions as an option to name your new application service. For more information, see Name suggestions for application service candidates.
Enhanced navigation in Kubernetes Explorer
The Kubernetes Explorer provides more visibility over the Kubernetes objects and shows overall top-down Kubernetes perspective starting from the top-level cluster to the container and within the container.
SBOM availability in Kubernetes Explorer
See and access information on Docker images in Kubernetes Explorer by downloading the Software Build of Materials (SBOM).
Enhanced Discovery and Service Mapping Patterns
Update your discovery capabilities through the following enhanced discovery and service mapping patterns:
Changes to the Pattern Designer Enhancements app
  • Quick discovery
  • Executing commands from patterns without running full discovery
  • Getting pattern logs
  • Restarting discovery, validating and invalidating commands on the MID Server
  • Listing and testing discovery credentials
  • Support for discovery using a command-line interface (CLI)

ITSM Virtual Agent

Dialog intelligent enhancements
Enhanced the IT Service Management (ITSM) topics to leverage the latest platform Dialog Acts enhancements by changing the toggle from node-level to the topic-level.

The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications.

Contextual Search in ITSM Virtual Agent
Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible in all the scopes.

Identity and Authentication

Access policy for System/Export Processors
Additional processors are added to use the processor access policy to secure non-public processors.
Mobile Authentication App specific auto-redirect IDP
The login URL field is added to the Mobile App OAuth Configuration, which enables admins to configure mobile app specific login experience.

Incident Management

Solution definition enhancements
Solution definitions now use the Description field in addition to the Short Description field to recommend similar incidents in an Incident record. A Machine Learning (ML) model enables the Description field in solution definitions to provide better quality results. The following solution definitions have been changed to include the Description field:
  • Similar Incidents
  • Similar Open Incidents
  • Similar Closed Incidents
Incident resolution behavior
When you resolve an incident in Core UI by using the Resolve UI action or by setting the incident state to Resolved, the Resolve dialog box is displayed with resolution code and resolution notes.
Note: This behavior is applicable only when the Now Assist for ITSM application is installed and the Resolution notes generation skill is activated. For information about Now Assist for ITSM, see Configure Now Assist for IT Service Management (ITSM).

Industrial Process Manager

Industrial Workspace
The Manufacturing Workspace was renamed to the Industrial Workspace.
Industrial Workspace Admin
The Manufacturing menu item was renamed to Industrial Workspace Admin on the Platform.
ISA admin permissions update
The ISA admin can assign a template to any site at any time, regardless of whether a template has already been assigned.
Improved ISA import from Excel
The ISA equipment model entity import (SG-Equipment Model Import Using Spreadsheet) was improved with the following updates:
  • ISA equipment model entities from different sites are imported via the ISA Service Graph Connector in a single pass.
  • The ISA equipment model entity import no longer requires a reference to the parent entity. The Entity ID and Parent ID fields were removed from the Excel template to avoid unintentionally merging records.
  • The ISA Service Graph Connector supports multiple equipment model entities with the same name as long as the Path value is unique.
  • Existing Equipment Model Templates can be added at the same time that equipment model entities are imported.
  • The attachment on the Equipment Model Import Data Source was renamed to "Import Equipment Model - Data Source - v2.xlsx."
IP Address column
The IP Address column was removed from the default view of the OT Assets related list. You can add it back using the List Actions icon.
Read-only protection policy for the ISAEquipmentModelConstants script include
The read-only protection policy for the ISAEquipmentModelConstants script include was removed, so the script include is now accessible.
Note: Don’t include a hyphen in the allowed short code characters. Hyphens interfere with the path values.
Manage the Equipment Model section in the Industrial Process Manager Guided Setup
The Manage the equipment model section of the Industrial Process Manager Guided Setup has the following new enhancements:
  • The Assign Users task was removed.
  • The Create User Criteria for Site Users task was added.
  • The Assign Site Users - Can Read task was added.
  • The Assign Site Users - Can Edit task was added.

Instance Data Replication

Upgrading legacy replication sets to V2 in Instance Data Replication
All legacy replication sets are now eligible for upgrade V2, including bidirectional and discrete replication sets.

Knowledge Management

SEO and Accessibility Enhancements for Knowledge Articles
The base system HTML tags used within Knowledge articles as displayed on portal pages have been standardized for greater SEO and accessibility for screen readers.

MID Server

Code Signing Certificate Validation on MID Server
MID Server can insert Root CA Certification in the trust store and validate the code signing certificate before that certification can be used to validate signatures.
Improved Caching of Credentials with External Credentials Vaults
The MID Server caches credentials from external vault solutions and implements a thread-pool, which sets a maximum number of threads used when communicating with a CyberArk server. The MID Server resolves this asynchronously to avoid other concurrency issues.

Manager Hub

Shift in navigating through the application
Access the Manager Hub application from Your team menu in Employee Center. In earlier releases before the Vancouver release, you could access the Manager Hub application from the Manager Hub menu in Employee Center.
Change in the names of UI pages
The Overview tab has been renamed to Manager Hub, and the Your team tab has been renamed to Team members.
View the proactive prompts
View the insight-based suggestions in the Manager Hub tab in Your team menu in Employee Center. In earlier releases before the Vancouver release, you could view the insight-based suggestions in the Team Insights tab.

Mobile

Mobile App Builder
The ServiceNow® Mobile App Builder has added the following enhancements:
  • Support for all ServiceNow Mobile Platform Vancouver features.
  • Automated in-app notification to inform you when a new version of Mobile App Builder is available to install on your instance.
  • Duplicate a record and its children so it can be used as a starter template for a new component.
Define banner display time
Configure the length of time that a notification banner is displayed at the top of your mobile screen.
Configure mobile apps to use specific identity providers
Configure a login experience that is specific to a mobile app and different from the web login experience.

Next Experience

Configure banner announcements to be made non-dismissible
Several new configuration options have been added to the banner announcement area. Banners can now be configured so that they are not dismissible by users and don't stack if more than one banner is displayed at the same time. Also, the alignment of banner contents can be adjusted to start, end, or center justification.
Increase efficiency by creating a new update set directly from the Update Set picker
The Update Set picker now includes a button for creating a new update set.
Replace the utility menu via a toggle bar that persistently displays the application scope and update set content information
Using a system property, the traditional utility picker menu icon can be switched to an icon that toggles viewing the application scope and the currently selected update set in a new horizontal bar that enables the user to view this information at a glance.
View recently used items in the application scope and update set menus
The application scope and update set menus now display a list of the most recently used items in a section at the top of the list with the item currently in use highlighted.
VTB now adopts the user's Theme preference settings
The Visual Task Board dashboard now reflects the user's Theme preference settings by default.

Next Experience Components

Table 3. Components
ComponentEnhancements
Appointment calendar

In day view, you can do the following:

  • Change the slot grid from the default 3 columns to 1 or 2 columns.
  • Customize appointment slot titles using alpha numerics and symbols.
Avatar Display any existing icon as an avatar icon, including icon component custom images.
Checkbox
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Dropdown list Option to add a small or medium size image to a list item.
Filter The Filter component Includes the following features:
  • Single select and multi-select pill drop-down lists with or without predefined values
  • Vertical or horizontal radio buttons with predefined values
  • True/false data filters
  • Typeahead functionality for multi-select pill drop-down lists
  • Radio buttons for single-select pill drop-down lists
Input
  • The Text align property enables users to configure text alignment of placeholder and input text. The text alignment options are Start, Center, and End.
    Note: Input URL, Input Phone, and Input Password support this enhancement. However, avoid configuring text alignment when a decorator is present, such as the phone icon.
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Input URL The align property enables users to configure text alignment of placeholder and input text. The text alignment options are Start, Center, and End.
Note: Input URL, Input Phone, and Input Password support this enhancement. However, avoid configuring text alignment when a decorator is present, such as the phone icon.
Progress bar The Progress bar animates at different speeds when changing values. The bar starts slowly, speeds up, and then slows down again as it approaches the new value. This animation is disabled if the user has selected the reduced motion preference on the operating system.
Radio buttons
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Recommended Actions New properties and events have been added to the UI Builder configuration. New properties include the ability for users to group recommendation cards, manage carousel items, and define card dimensions.
Select
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Auto-complete is activated when a user types into a field and the initial characters match one or more items in the list.
Two properties were added for the Vancouver release:
  • readonly: Option to make the field read-only to prevent users from modifying the value.
  • fieldLayout: Determines whether the labels, field, and slotted content in the Select component are arranged vertically or horizontally.
Split button
  • Automatically inherits the width of its parent container. This behavior is controlled by a property in the CSS. There is no change in functionality.
  • The showPresencePattern property is deprecated.
  • A flag is added to disable the button and prevent user click interactions.
Tabs
Properties are now available to do the following:
  • Hide the tabs divider
  • Define ARIA attributes

Option selected from the overflow tab menu will replace the last tab in the tab bar.
Textarea
  • The disableMaxHeight property is added to the Config panel in UI Builder for the component.
  • The autoresizeRowsLimit property enables you to configure the maximum number of rows allowed for the component when the autoreresize property is set to true.
  • Labels can be aligned to the left of the component to support denser content.
  • Labels wrap based on the container size.
Toggle
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Typeahead
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.
Typeahead multi
  • Users can use the Tab key to move to an existing input pill and deselect it using the Backspace or Delete key.
  • To support denser content, consider configuring labels to align to the left of the component.
  • Labels wrap based on the container size.

Notifications

Forward email with attachments
Include attachments from emails while replying or forwarding emails by selecting the Include attachment from email option in the Email Client Template.
ACL roles on email client templates
  • Users with the email_composer role are able to read email client templates.
  • Added the email_client_template_write role.
  • Added write privileges for users with the email_client_admin role.

Notify

Notify SMS APIs
The NotifySMS().sendToUsers() and NotifySMS().sendToNumbers() APIs are now asynchronous and use trigger_send_bulk_sms to send SMS messages.

Now Assist

New process for opting out of data sharing preferences
A user must be in the Generative AI Controller application scope and have the data_steward role to opt out of data sharing for the instance.

Operational Technology Manager

CMDB OT class model update
The cmdb_key_value_v2 table was renamed to External system metadata.
New Industrial Workspace landing page experience
The Industrial Workspace landing page was split up into the following tabs so that you can separately monitor your OT device data and OT vulnerability data:
  • OT Devices landing page tab
  • OT Vulnerabilities landing page tab
Pre-import OT Worksheet Entry Review (POWER) tool
Use the distributed Microsoft spreadsheets to import OT devices for better manageability:
  • Create custom validations with the SGOTAssetCustomValidationExtensionPoint extension point.
  • Use the New button in the SG OT Excel Stagings table to manually add OT devices to the Configuration Management Database (CMDB).
  • Use the OT Staging User (ot_staginguser) role to enable users to create, edit, view, and run validations against the records in the SG OT Excel Stagings table.
  • Use the Equipment model entity path attribute in the SG OT Excel Stagings table to map devices to equipment model entities.
  • The OT display name column was added to the SG OT Excel Stagings table.
  • Additional validations and validation messages were added for PLC devices both with and without the control modules.
  • Additional validations and validation messages for slot and rack attributes were added to the SG OT Excel Stagings table.
  • The Operating system attribute was added to the SG OT Excel Stagings table.
  • The Rack attribute was added to the SG OT Excel Stagings table.
  • Unclassified OT devices are given the ot_base device type.
CMDB OT class model updates
These updates to the Configuration Management Database (CMDB) OT class model enhance the OT user experience or enable you to make additional configurations:
  • Rack was added as an identifier for the OT Control Module (cmdb_ci_ot_control_module) CI class.
  • The OT Control Systems with Modules list was added to both the Industrial Workspace list view under the Operational Technology (OT) module and the Now Platform under the Operational Technology (OT) module to show all available control systems and their control system modules.
  • The CMDB 360 Data related list was added to the OT parent class configuration item form and the OT Control Module class.
  • Class mappings were added for the Protocol Converter and Network Gear classes.
  • The Show control modules in OT list views system property was added.

Operational Technology Vulnerability Response

New Industrial Workspace landing page experience
The Industrial Workspace landing page was split up into the following tabs so that you can separately monitor your OT device data and OT vulnerability data:
  • OT Devices landing page tab
  • OT Vulnerabilities landing page tab

Order Management

Order Management for Telecommunications, Media, and Technology
The Order Management for Telecommunications, Media, and Technology application is now called Order Management.

Personal Lines Claims

Fraud score page
View the fraud score page to get detailed insights into a claim's fraud score and history to help determine the fraud risk of a case. Administrators can create a customized scoring page.
Data model enhancements
The Personal Lines Claims data model has been enhanced to address new claims features:
  • Applicable snapshots of a policy, such as the claim incident date, can be saved.
  • Claim participant profiles for a claim case can be saved.
  • In-depth injury details can be added by using a claim injury object.
  • A claim incident object can be extended to create any line of business-specific incident objects such as the personal auto property.

Platform Analytics Workspace

Wider selection in filter UI
Single- and multiple-select filters can now include pills, radio buttons, type-ahead fields, or check boxes instead of only pills. Informational text has also been improved.
Filters for ITOM MetricBase
You can now have MetricBase tables as both source and target in a filter. MetricBase tables are listed in the Table filter source type. The primary key is the field to be filtered. Date filters on a dashboard automatically apply to such MetricBase tables.
Dashboard inline editor improvements
  • Add new and saved data visualizations from the same menu, instead of having separate Library and New menus.
  • Edit the Info panel.
  • Set the default height and width of elements.
  • Adjust the height of elements in the More actions menu instead of through dragging.
  • Use keyboard navigation between the dashboard stage and elements above the stage.
  • Move an element to a different tab or above the tabs.
  • Change the order of dashboard tabs by dragging them.
Recently viewed and "Shared with me" dashboards
Select dashboards that you have recently viewed or that have been shared with you to view or edit.
Specific URLs supported for dashboards and dashboard tabs
You can copy a dashboard URL with selected filters and share with users.
Viewer can select breakdown on indicator scorecard
If you create an indicator scorecard to show breakdowns on one indicator, you can allow viewers to select which breakdowns are shown.
Analytics Q&A supports Canadian French
You can write queries in Canadian French.

Policy and Compliance Management

Workspace record page template upgrade
Streamline page creation, simplify maintenance, and minimize the cost of page ownership using the new record page template. If you’re upgrading and have customizations to workspace record pages, see Revert the record page templates to the pre-17.x version.
Enhanced user experience while redlining policies
Work more quickly with browser pages automatically refreshing after every action that you take in policy redlining. Actions that cause an automatic browser page refresh include creating and associating a Microsoft OneDrive document, importing a policy text, connecting an existing Microsoft OneDrive document, syncing a Word document to view the policy text, providing document access to policy users, and completing publishing checklist and requesting policy approval in the playbook.

You can also associate an existing Microsoft Word document to a policy record even if the policy record has a Word document already associated to it.

Business user lite role activities through Employee Center
Business users with the GRC business user lite role can manage indicator tasks that are in the Open state by selecting the GRC tasks link through the Employee Service Center portal.

Portfolio Planning

Multiple condition builder to create portfolio plans

Control the type of data included in your portfolio plan with the improved ability to set complex filter conditions in the Create portfolio plan wizard.

Group by preference in Prioritization List view

Retain the grouping of data by an attribute in the List view of the Prioritization tab even after you switch to the Kanban or Hierarchy views.

Business stakeholder role
Use the Business stakeholder [business_stakeholder] role to create and update portfolio plans and free-form roadmaps. You can also view goals and related records using the platform view.

Privacy Management

Workspace record page template upgrade
Streamline page creation, simplify maintenance, and minimize the cost of page ownership using the new record page template. If you are upgrading and have customizations to workspace record pages, see Revert the record page templates to the pre-17.x version.

Proactive Service Experience Workflows

Automation of affected accounts
The Identify affected accounts option has been removed from the Incident Overview page. When a configuration item is added or removed, the affected accounts and services are automatically updated.

Proactive Triggers

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.

Process Mining

Application name change
The Process Mining application was previously named Process Optimization.

Public Sector Digital Services

Data Model Improvements and Extensions
Use the enhanced install base data model to provide authorized users with additional roles to access (read or update) cases, agency location items, and all install base items. The Services Offered and Services Received tables will be replaced by the Service Definition table. Category-related fields in government service forms are also removed, and the source table of the Service Offered Performance Overview dashboard has been reparented. For more information, see Configure a service definition for Playbooks in Public Sector Digital Services.
Services Offered and Services Received Deprecation
Upon upgrade, the Services Offered and Services Received tables will be deprecated and replaced by the Service Definition table. Service Offered, which is an extension of Product Model, will no longer be used to model government services. Services Received, which is an extension of Sold Product, will no longer be used to model the government services that have been granted or delivered to constituents. The Service Definition table, which is extended from Service Model [cmdb_service_product_model], is now used to model all public services that are offered by agencies.

Robotic Process Automation (RPA) Hub

View access to business users robot calendar
In RPA Hub, business users can view the robot calendar along with schedules for robot pool enabled bot processes and scheduled maintenance days.
View access to business users for bot process form
In RPA Hub, business users can view the bot process form.
View access to business users for Shared Parameters, Packages, and Authenticators
RPA business users can view the Shared Parameters, Packages, and Authenticators in the RPA Hub navigation menu.
View access to developers, support users, business users for Queues

RPA developers, support users, and business users can view the list of queues.

They have access only those queues and work items that are associated to a bot process, assigned to them. However, they must be a part of the Managed By Group list to access this functionality.

Change to process job record creation

Previously for unattended automations, the process job record for a bot process was created only when the unattended robot logs in to the robot machine successfully or unsuccessfully.

Now, a process job record gets created as soon as the unattended robot starts initiating the bot process in the robot machine. The Message field is updated during the different stages of the process that provides insight and visibility regarding the status of your bot process. For more information on how to run an automation by using Unattended Robot, see Using Unattended Robot.

Selection of Flow Designer items in Flow Designer components
View and select only the Flow Designer items such as flows, subflows, or actions in Flow Designer component that has the application scope set to All application scopes. The application scope is set in the Accessible From field in your Flow Designer instance. If the application scope of the item is set as This application scope only, then the item wouldn’t be available in the drop-down list while you configure the Flow Designer component.

For more information on how to use Flow Designer components in RPA Desktop Design Studio, see Flow Designer components

Security Incident Response

Symantec Integration for Data Loss Prevention Incident Response
This integration is enhanced to support the following:
  • Symantec API request customization
  • Symantec time zone support
  • Incident comments sync is now configurable for Symantec
Create and manage email templates for your DLP incidents
The default email template for End User Digest are enhanced to send digest notifications to notify the users about the nearest upcoming due dates of DLP incidents with the severity as critical, high, medium, or low. Create and manage the preconfigured email templates to send notifications to the end users, user groups, or managers. With these templates, you can coach and communicate with the end users on the Data Loss Prevention Incident Response (DLP IR) incidents resolution.
DLP default configuration settings
You can now define and reapply End user lookup rules and Assignment rules to existing Active DLP incidents.
Data Loss Prevention Incident Response User Workspace
The Data Loss Prevention Incident Response (DLP IR) User Workspace is an enhanced workspace where end users, managers, and approvers can use to review the assigned DLP incidents. The end users, managers, and approvers can then respond to the incidents by specifying the correct actions.

Service Catalog

Improvements to auditing in Catalog Builder

Track who made changes to catalog items or record producers and their related entities in Catalog Builder.

Performance improvements to Catalog Builder
Experience improved performance of Catalog Builder specifically when dealing with catalog items containing a large number of questions.

Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console)

Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) application name change
The Service Graph Connector for Microsoft Defender for IoT (on-premises) was renamed to Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console).

Sidebar

Enhanced support for domain separation
Domain separation support was enhanced to enable the admin to turn on or turn off Sidebar by domain.
Ability to send large attachments to Microsoft Teams
Sidebar can send attachments larger than 4 MB to Microsoft Teams.

Sourcing and Procurement Operations

ERP source validation on Sourcing and Procurement Operations objects
Support multi-ERP integration:
  • GL account values are restricted by the ERP source on the object. Legal entity from the object is considered, and the ERP source is fetched. When a user is updating the record, only those cost centers that have matching ERP sources are displayed.
    Note: Existing customers are not impacted as these validations are enforced only when the legal entity has been set up for integration with ERPs. If customers have set up integration with an ERP, then they will see the data having the same ERP source, thereby preventing downstream errors during integration.
  • If there is any record with different ERP sources, then an integration error task is raised. This is an indicator for the fulfiller to correct the record before processing it further.
Add a sourcing request to a negotiation event
Enhanced the existing sourcing to negotiations workflow to no longer have a negotiation record independent of a negotiation event record. Going forward, if procurement professionals want to work on negotiations, they would need to work from negotiation event records. Negotiation events will auto-create negotiations per supplier and allow more complex supplier awarding scenarios.
Note: For existing customers, in-progress negotiations that are independently created without negotiation events will continue to exist and proceed undisturbed. However, there will not be the ability to create new independent negotiation records without negotiation event records.
Components installed with Sourcing and Procurement Operations
Some of the existing ACLs were evaluated and rectified to ensure that the roles have the right level of access to the tables, that is, requester role versus fulfiller role.

Strategic Planning

Multiple condition builder to create portfolio plans

Control the type of data included in your portfolio plan with the improved ability to set complex filter conditions in the Create portfolio plan wizard.

Group by preference in Prioritization List view

Retain the grouping of data by an attribute in the List view of the Prioritization tab even when you switch to the Kanban or Hierarchy views.

Personalize Kanban view of Prioritization page of Strategic Planning Workspace
View only the fields that you need on the Kanban cards by modifying the data using the settings panel.
Business stakeholder role
Use the Business stakeholder [business_stakeholder] role to create and update portfolio plans and free-form roadmaps. You can also access the Goals page with the business stakeholder role.

Supplier Lifecycle Operations

Supplier Manager Workspace Home page
The landing page for the Supplier Manager Workspace has been updated to provide a more efficient way for you to view and work on your supplier cases and tasks, see your work summary at a glance, and easily manage your suppliers.

Table Builder for App Engine

Table Builder changes
This application includes all features and changes from the standard Table Builder release notes. See Table Builder release notes for more details.

Task Intelligence for ITSM

Model configuration changes
Starting in version 1.1, the options for setting your preferences and behavior for the Incidents field are relocated to the Assess your model section. In the Assess your model section, you can set your preferences and behavior for each Incident field by performing the following actions:
  • Auto-fill the predicted value in the incident field.
  • Recommend the predicted value in the incident field.
  • Monitor and run the prediction model for the incident field in the background only.
  • Turn off the predictions for the incident field.

Third-party Risk Management

New Vendor Management workspace experience
The new Vendor Management workspace provides a more efficient, modernized way for you to work. The Vendor Risk Overview reports — Legacy view page is still supported in this release.
The name of the application changed from Vendor Risk Management to Third-party Risk Management
The word "vendor" is replaced with "third-party" on most of the user interface. In some cases (workspace name, field name, and so on), the word "vendor" did not change because it is shared globally across several applications. To reduce confusion, the Third-party Scores table was relabeled to Risk Intelligence Scores.
New [sn_svdp.allow_assessor_edit] property of Third-Party Risk Assessor role
The default setting for the [sn_svdp.allow_assessor_edit] property enables Third-party risk assessors [sn_vdr_risk_asmt.vendor_assessor] to answer questions or modify responses in third-party questionnaires. For instructions on setting this property, see Configure TPRM properties.
New [sn_vdr_risk_asmt.vendor_risk_admin] role
The new [sn_vdr_risk_asmt.vendor_risk_admin] role can create and edit questionnaire templates and contains all the permissions of the [vendor_risk _manager] and [assessment_admin] roles. The permissions for creating and editing questionnaire templates have been removed from the [sn_vdr_risk_asmt.vendor_risk_manager]. See Roles in Third-party Risk Management.
New Active option
The new Active option enables Third-party risk managers [sn_vdr_risk_asmt.vendor_risk_manager] to turn a tier-based assessment submission rule on or off. When all rules are turned off, third-party risk assessments are not automatically generated by tier changes. For more information, see Create an automated risk assessment when the assigned risk tier changes—Legacy process.

UI Builder

On-stage controls
Add containers and components, edit the style of a page, or resize content with updated on-stage controls.
Style usability improvements
Apply styling properties with low-code visual aids in the styles tab.
Preview improvements
Preview fully functional pages within UI Builder. Preview changes without needing to save pages first.
Expanded undo/redo functions
Undo up to 20 previous actions made in the UI Builder page editor.
Toolbox improvements
Add layout elements and components using the tabbed interface in the UI Builder toolbox.

Upgrade Center

Upgrade Monitor displays the status of upgrade process stage
View the status of each stage during an upgrade process on the Upgrade Monitor module.
Skip resolution enhancement
Create rules based on your set conditions to auto-resolve the conflicts from your customizations after an upgrade. Those rules either execute automatically during an upgrade if no upgrade plan is used or can run on demand after an upgrade.
Predicted skipped records card enhancements
The Predicted skipped records card on the Upgrade Preview module has information about the rules implemented on the skipped records.

Virtual Agent

Now Assist in Virtual Agent changes
Improved flow for the Now Assist in Virtual Agent guided setup.
Script update for the portable Virtual Agent web client
An updated script that you import and to enable the ServiceNow Virtual Agent web client on a third-party website is now available.
Virtual Agent is certified for Standard-level domain separation
Associate a Virtual Agent bot with its own domain. Users within a domain can only access the Virtual Agent bot associated with their domain. This means that users in one domain cannot access data or functionality belonging to another domain, including Virtual Agent conversations.
System property changes
The following changes were made to improve the conversational catalog experience:
  • glide.cs.runtime.max_silent_fields: The default value was changed from 150 to 600.
  • glide.cs.runtime.user_input_max_length: The default value was changed from 10240 to 409600.
Localization and attachment enhancements in Microsoft Teams
Improve localization quality to account for a users preferred language setting in Microsoft Teams. Support multi-attachments covering various scenarios including text, files, emojis, and so on.
Provider Channel Identity improvements in IVR
Create multiple provider channel identities and map to each inbound phone number with separate configurations for each channel.
Virtual Agent server changes
  • When domain separation is used, guest users are restricted to the domain used in the chat session. For custom chat channels, the domain of the provider application is used. For the web client, you can associate a domain ID with the chat portal.
  • In Utah, the system property com.glide.cs.multiple_conversations_per_consumer_channels was added to indicate the channels that support multiple conversations. In Vancouver, this property is replaced by a new [supports_multiple_conversations] column in the Messaging Channels [sys_cs_channel] table that enables multiple active conversations on the MWeb channel. Data is migrated accordingly.
  • The Requester Session Language column was added to the Open NLU Predict Intent Feedbacks [open_nlu_predict_intent_feedback] table. When Dynamic Translation is enabled, the value is the language code of the requester session language.
  • New values were added to the NLU Topic Discovery Outcome column in the Open NLU Predict Intent Feedbacks [open_nlu_predict_intent_feedback] table:
    • AI Search Fallback: No prediction is made. AI Search is used as the fallback.
    • Exited with no confirmation: The user exits with no confirmation.
    • Setup Topic Prediction: Setup topic-related prediction was made without using AI Search.
    • Skipped with New Utterance: When the Topic menu is displayed, the user typed a new utterance.
  • When creating a new record using the Form Content Popup topic block, the sys_id for the created record is sent to the server so that the Virtual Agent topic has that information.
Date Time user input control
  • The DateTime control reflects the current time zone for any new Virtual Agent customers.
  • Preferred date formats are displayed for users at the instance or user level, instead of the basic system format. (This property is controlled by the com.glide.cs.publisher.enable_text_prompt_display_values setting.)
Create Record action
Time/Date stamps are now properly recorded to reflect the user's time zone when the Flow Designer Create Record action is used.

Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console)

Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application name change
The Vulnerability Response Integration with Microsoft Defender for IoT (on-premises) application was renamed to the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application.

Workspace

Customize highlighted labels in form fields
Agents can configure highlighted labels with customized text and hide highlighted labels.
Resize modals in your Workspace
The resizing tool enables agents to expand the size of a model so they can view the entire modal without scrolling horizontally.
Script field types in your Configurable Workspace
Agents can input JavaScript code and provide controls such as syntax checking and formatting in script field types in your Configurable Workspace.
Configure breakpoints to increase record page density
Enable breakpoints above form fields to move the second column below the first column when resized to fewer than 450 pixels. Agents then have a readable view of all fields after resizing the fields in a record.
Updates to the TinyMCE 5 HTML editor
TinyMCE 5 HTML editor no longer supports HTML placeholders and supports only string-based placeholders.
Right-click no longer opens the browser context menu. To access the browser context menu, select Ctrl + Click for Windows or Cmd + Click for Mac.
Deactivate inline editing in lists
Change a field value in workspace lists instead of having to open the record and change it on the form. This feature is available by default and can be manually turned off.
Guided tours now compatible with Configurable Workspace
Help train and onboard users within configurable workspaces using guided tours.