Now Support release notes March release notes March 24, 2023 Now Support user management tool Now Support has launched a new experience for creating new users and modifying existing users and access roles. A demo video of the new user management experience is available in KB1284666. The key changes are highlighted below and explained in detail in the knowledge articles. What’s New New navigation to manage accounts and users Now Support customer and partner admins will navigate to “Manage account and users” in the drop-down profile menu. The existing “Manage Accounts” tab will no longer be available. Communication and notification lists for maintaining and updating company contacts will be available on the ‘My Support’ page. New experience for Now Support user management A new user interface simplifies the user management actions to be more intuitive and faster. A detailed profile provides Now Support admins an enhanced view of each user. Key Updates Some key functions of the Now Support user management experience have changed with the new tool. ‘Create a new user’ catalog item has been retired Now Support admins should use the new user management tool for adding and managing users. The ‘Deactivate user’ option is no longer available Now Support admins can instead use the action “lock user” or can remove all access roles for a user to prevent Now Support access. This is detailed in the demo video. Now Support access role names have changed The full list of access role names is outlined in KB1281635. Now Learning access roles can no longer be added through Now Support Learning admins should add users and access roles via the Now Learning portal. A user can be associated with only one company account. If a user already exists, an instant email verification will alert you via the form. Locate the existing user using the “view all users” function and then provide the appropriate Now Support access roles. If an existing user is not associated with your company, create a case in the Now Support portal to migrate the user’s account. Additional resources: KB1279988: Introducing Now Support User ManagementKB1284666: Creating and managing Now Support users, granting and removing access, editing user roles KB1281661: Locking and unlocking Now Support users KB1281635: Now Support access roles overview KB1285089: Managing company contacts on Now Support in the new tool You can log into Now Support today to explore the new tool. November release notes November 16, 2022 ServiceNow Trust Center (CORE) Introducing the ServiceNow Trust Center, now live on Now Support! The Trust Center simplifies and accelerates your ability to perform due diligence, vendor risk assessment, and auditing with self-service content and resources. With this update, we've moved CORE (ServiceNow's corporate policies and certifications repository) from Now Community to the Trust Center. Please note that CORE content is no longer be available on Now Community beginning October 23, 2022. Provisioned users can now log in to Now Support to: Access the CORE Compliance Portal, and the Trust Privacy & Compliance knowledge bases.Open and manage a case for Trust-related questions or requests that cannot be resolved via self-service.Use AI-powered search and Virtual Agent to self-serve content.Provision CORE access to end users without contacting the ServiceNow account team (administrators only). Here's what you need to know If you are not able to log in to Now Support, please contact your ServiceNow administrator and ask them to create an account for you. If you don't know who your ServiceNow administrator is, reach out to your IT administrator.If you are an administrator, you can add new users to the Trust Center so they can access CORE. For instructions on how to add new Trust users, see KB1167040. References KB1167040 - How to add new users to the Trust Center.KB1160287 - Overview of the change.KB0547253 - How to identify the Company Administrator.KB0547279 - How to create new Now Support users.KB1171625 - Frequently Asked Questions about the Trust Center on NOW Support. We are here to help. If you have any questions, contact Support for any help. New service catalogs have been added MX mapping for custom domainThe Customer MX feature allows you to direct inbound mail for a sub-domain of your domain (or a separate dedicated domain) directly to your ServiceNow instance. For example, you could direct email for my-support@sub.example.com to one of your instances named "my-support-instance" directly, without the need for processing in your own mail systems.This feature requires a combination of a configuration at ServiceNow and a custom configuration in your own DNS. This workflow will lead you through the process of creating the email to instance mapping, and then provide specific DNS configuration information that you MUST enter into your own DNS to complete feature activation.For instructions on how to request MX mapping for a custom domain, see KB1161599.Support for Inbound IPv6ServiceNow has created an automated workflow to enable inbound IPv6 for an instance. Users with the customer_admin or partner_admin role can request this Service Catalog item to create a Change, which is completed using end-to-end automation.What is Inbound IPv6?Inbound IPv6 is a capability that provides IPv6 access to a ServiceNow instance by adding IPv6 support to the inbound load balancer (via an IPv6 VIP) and external DNS service (via quad-A record for the instance's IPv6 VIP). The IPv6 access is in addition to the existing out-of-box IPv4 access, so either may be used to access the instance. This support of both IPv4 and IPv6 is termed 'dual-stack'. Inbound IPv6 is a per-instance, opt-in capability.For instructions on how to enable inbound IPv6 for an instance, see KB1166209.Asset management content creation requestsThe IT Asset Management Content Services Team manages and supports content requests from ITAM customers. Starting November 09, 2022, ITAM customers can request new content by submitting a Catalog Request with details of their request through the Now Support Portal. The ITAM Content Team will review content requests and will deliver them through the weekly content updates. The new process will ensure ease of use, accessibility, and better tracking.Here's what you can expectPlease be informed of a new way to request Asset management content creation requests.To request new IT Asset Management Content: Log in to ServiceNow Now Support PortalNavigate to: Automation Store > Service Catalog > Search and select catalog item: Asset Management Content Request We plan to migrate from the legacy support process to using only the Catalog Request in the future. At this time, both the new and legacy support processes will be available for the customers until further notice.Here's what we need you to doPlease see KB0790305 for more information regarding IT Asset Management Content Request Process and additional details about the Catalog Requests. August release notes August 5, 2022 Better recommendations when creating a case When you create a case in Now Support, ServiceNow offers recommendations that may help you solve your issue before you submit. New enhancements in our latest release improve the relevancy of recommendations by using the family release of your impacted instance, along with your specific case type. This release also elevates Now Community discussions that have already been solved in the recommendation results and validates suggested Knowledge content by displaying the number of views on each article. These enhancements ensure you receive the best information for your issue before deciding whether you need to submit a case. June release notes June 17, 2022 Highlights We made updates to account management and introduced new terminology that more accurately reflects information shown in the Now Support portal. New and enhanced features Now Learning training admins can now manage accounts in Now Support. Training administrators can add and update Now Learning roles to manage users and more easily assign learning credits for your organization. For detailed instructions, view Managing Employee User Roles for Now Learning. New 'Customer limited catalog' role The customer limited catalog role is now available in the Now Support portal and can be assigned by a customer administrator. This new role will have the same abilities as the customer role, with the exception of access to catalog items (users assigned this role are only able to request My IP Information, Schedule a Penetration Test, and Submit a Security Finding from the automation store). For detailed information on customer roles, view KB0538359. Other improvements Terminology update: Real Availability is now P1-Free The Now Support portal and related knowledge articles have been updated to replace the current phrase 'Real Availability' with new terminology, 'P1-Free.' You'll notice the change in multiple places on the Now Support portal, including the home page and the Instance Dashboard, and the Instance Details pages. The new terminology more accurately describes the percentage of production time that an instance is free of Priority 1 (Severe) issues. For more details, see KB0547242. April release notes April 27, 2022 Highlights Now Support has been released in Japanese, and other enhancements to features to the portal improve security and ease of use. New and enhanced features Japanese Now Support is available A new localized Now Support experience expands accessibility for users based in Japan. With major features translated like the automation store, case creation and knowledge portal, Japanese customers will be able to find answers and resolve issues more easily. Japanese language UI features include: HomepageAutomation StoreInstance ManagementMy SupportManage AccountsHelp CenterKnowledge Portal, including top 100 knowledge articlesCase creation Learn more in the Now Community blog. Updates to Account Management We have added new functionality for enhanced security in account management, based on your feedback. A primary customer administrator contact is required. A user with the primary customer administrator role cannot be deactivated until that role has been assigned to another user in your organization. Requiring a primary customer administrator will limit disruption to account management.All roles for users who leave the company will be automatically removed. Security is strengthened by removing access for users no longer associated with the account. Other improvements Enhancements for maintenance communications You can now view the affected instances for each maintenance notice within the communication record details, so you have a clear picture of which instance is impacted. In addition, maintenance notification emails now reflect the company time zone, in addition to UTC. Accessing Now Community when creating a case We've made it easier than ever to connect your Now Support account to Now Community login when you're creating a case, so you can easily ask our community of experts your question and get an answer even faster. Coming soon Now Learning account management in the Now Support portal Now Learning training administrators will soon be able to access account management in the Now Support portal. Training administrators can add and update Now Learning roles to manage accounts and more easily assign learning credits for users in their organization. Browser support and screen resolution Please refer ServiceNow Product Documentation to learn more about supported browsers. Recommended screen resolution for Now Support: 1280x1080. Release notes archives Click here to view archived release notes