Now Support release notes for May 2021 (HIWAVE and HITIDE)

Introducing Now Support, reimagined, for HIWAVE and HITIDE

May 21, 2021


We've reimagined the Now Support portal for HIWAVE and HITIDE, making it easier for you to find what you need, when you need it and stay productive as you manage your ServiceNow instances. The updated portal helps you:

New and enhanced features


Find what you need from the Now Support homepage with more intuitive navigation and a high-level summary of your instances, recent cases, changes, and more.

My Support

Get a visual summary of your support experience with My Support, which allows you to drill down and get details on your cases, changes, and problems.

Instances Dashboard

Get a comprehensive look at your instance health with the redesigned instance dashboard, where you can see the status of your instances and get recommendations on activities that will improve your instance health—including how and when to upgrade.

Manage Accounts

Get a better view of your users and their activity with the redesigned manage accounts page.

Help Center

Visit the redesigned help center to find helpful, relevant content that empowers you to troubleshoot and self-serve—including recommended content from Now Community.


Get your team up to speed with an updated onboarding experience, including a Customer Administrator Now Learning course, onboarding checklist, and curated content.

Tasks and notifications

Easily access alerts and tasks from top menu through the entire portal, and view and configure your notifications within Now Support from one convenient place.

Automation Store

Shop for automated workflows, activate plugins, and more from the new Automation Store—a combination of our previous self-service experiences, the Service Catalog and Plugin Store.

Knowledge Base

Easily locate knowledge material with an updated user knowledge base interface, now integrated with the Now Support Help Center.

Post-case customer satisfaction survey

Easily find your post-case customer satisfaction surveys—now with a modern interface— via your profile drop-down and be alerted to open surveys in your Tasks tray.