Now Support release notes archives >>Click here to view the latest release notes January 31, 2022 Highlights We made updates to the Now Support experience based on your feedback, including adding a new hub for maintenance communications, launching a redesigned case creation flow, making it easier to grant SNC access, and more. New and enhanced features Maintenance Center There is now a dedicated place to view, track and engage with maintenance communications on the Now Support portal. Maintenance Center makes your maintenance communications accessible from a central location. Previously only available in email, you can now view and engage with these communications on the Now Support portal so you never miss important instance maintenance notices, patching and upgrade program records, or communications that need your action. The new features help you: Stay in the loop on recent communications and scheduled maintenance, directly from the Now Support homepage. Easily see communications that require action from you. Ask questions and acknowledge important messages—all from within the communication record. Learn more in the Now Community blog and KB0999157 Case Creation The case creation workflow in Now Support got an upgrade, based on your feedback. When we reimagined Now Support last year, you loved the new interface and features but told us the case creation workflow could be smoother. We heard you! While our goal in Now Support is always to make it easy to find answers and solve issues on your own, when you do need to create a case, you'll find the experience simpler and more intuitive. Some of the enhancements include: New UI: A larger flyout, fewer screens to scroll through, and a more intuitive flow.Improved recommendations: Recommendations based on your case subject are surfaced sooner in the workflow, so you can view possible solutions or known errors before you enter all your case details. Learn more in the Now Community blog post SNC access control It is now easier to grant instance access to your assigned support engineer when a case requires it. This update allows customers with the SNC Access Control plugin enabled to grant instance access to their assigned technical support engineer within the case creation form. The new automation will minimize delays and manual errors in providing SNC access to instances, without changing the functionality of the SNC Access Control plugin. Learn more about the changes: KB1001627 Other recent updates Tasks and notifications For users who have completed relevant items from the Now Support onboarding checklist and no longer need reminders, the Tasks badge can now be dismissed. Launches ServiceNow Impact Have you heard? Our new AI-powered, personalized value accelerator, ServiceNow Impact, launched in January. Impact's digital experience delivers key insights from value realization dashboards, instance health data, peer and industry benchmarks, and more to enhance customers' digital transformation. Learn about ServiceNow Impact August release notes August 17, 2021 Highlights We made several updates to the Now Support experience based on your feedback, including improvements to in-case recommendations, the changes widget, a better Knowledge Base search experience, and a few bug fixes. New and enhanced features Create case recommendations In the Create case flow, recommended articles and resources are now based on the case subject that you enter. This should improve the relevancy and quality of machine learning-generated recommendations. My Support We updated the change widget on the My Support page to provide a better overview of the status of your changes. The doughnut-shaped chart now displays cases by priority, so you can visualize the number of critical, high, moderate, and low priority cases you or your company has open. Knowledge Base AI Search has arrived for the Now Support Knowledge Base, delivering search results that are four times faster with 70% better relevancy. Users can also now browse Knowledge Base articles, making it easier to locate content without being limited to specific search terms or keywords. Last but not least, we updated the Knowledge Base user interface to provide a consistent design across the entire Now Support portal. Learn more on Now Community July release notes July 1, 2021 Highlights We made several updates to the Now Support experience based on your feedback, including improvements to My Support and account management. New and enhanced features Homepage: Production instances The production instances widget now gives easy access to your production instance details. Simply navigate to your instance name or the availability value for a closer look. My Support: Dashboard You now have easier access to list views of your company records, with the ability to view open and closed cases, changes, and problems from a single panel. My Support: Default context We've changed the default context on My Support to "Company Issues," so that customer and partner administrators can view company-level records first, without having to switch context. My Support: Change calendar The Change calendar now includes ServiceNow-initiated changes like monthly patching programs and upgrades. This gives administrators a real-time snapshot of all instance-level activities. Instances: Instances dashboard You can now export the real availability report from the Instances dashboard. Manage Accounts We've made several updates to the Manage Accounts dashboard, including the ability for partner admins to manage their customer accounts by adding/ updating users and managing key contacts. One key changes is that the default view only displays active users. Introducing Now Support, reimagined May 1, 2021 Highlights We've reimagined the Now Support portal, 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: Find what you need faster with an intuitive, personalized user interface. Stay in the loop on your instance health with key updates and visibility into your instances, cases, changes, and accounts. Stay productive with automated workflows, plugins, and more in the new Automation Store.Ramp up your team with integrated learning and an updated onboarding experience. New and enhanced features Homepage 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. Onboarding 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. Other recent updates Universal ID Stay connected across ServiceNow with your ServiceNow ID (single sign-on), and personalize your profile with your photo, achievements, bio, and contact information (April 2021). >> Learn more AI Search Improved search uses to machine learning to provide results that are five times faster and nearly three times more relevant (released in Feb 2021). >> Learn more Actionable Feedback in Knowledge Base Provide article feedback and see how we take action with the new Knowledge Base actionable feedback workflow. >> Learn more