The ServiceNow® Proactive Service Experience Workflows application empowers your technical support teams with the insights and tools to provide fast, transparent, and proactive service to customers. Proactive Service Experience Workflows was enhanced and updated in the Washington DC release.

Proactive Service Experience Workflows highlights for the Washington DC release

Inform customers about the status of trouble ticket incidents or cases that are created using the Telecommunications trouble ticket notification feature.

See Proactive Service Experience Workflows for more information.

Important: Proactive Service Experience Workflows is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Proactive Service Experience Workflows to Washington DC

Customers who prefer not to receive trouble ticket notifications can disable the business rules related to the incident and case tables. To learn more about how to disable the business rules for trouble ticket notification, see Deactivate trouble ticket notification.

New in the Washington DC release

Handling trouble ticket notifications
A trouble ticket in the TMF ecosystem is an incident or case to track and resolve customer-reported issues, network outages, or other problems. A trouble ticket can be created either reactive or proactive way. You can inform the status of these incidents to the external systems through event-driven architectures such as Hermes Kafka or open message bus, depending on the messaging system preferred by the customers.

Activation information

The telecommunications trouble ticket notification feature is available in the Proactive Service Experience Workflows with activation of the API Notification Management (sn_notif_api_mgmt) plugin. Install Proactive Service Experience Workflows by requesting them 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.

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