Changes to Utah features and products

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

Existing products were updated and changed in Utah . This includes the renaming of certain buttons or features. Application or feature Details AI Search

Date/time fields in result improvement rule trigger conditions

Date/time fields aren't supported in result improvement rule trigger conditions. If you select a date/time field when creating a trigger condition for a result improvement rule, the system displays a warning message.

Boost values for result improvement rules

The scale for result improvement rule boost values has changed. A boost weight of 1 increases an affected search result's relevancy score by 0.1% of its original value. If you set a boost weight of 100, you increase affected search results' relevancy by +10%, so a search result with an original relevancy score of 60 gets a boosted relevancy score of 66. Setting a boost weight of 1000 adds +100%, doubling the relevancy scores for affected search results.

Content security support for conditional field-level ACLs on Task table records

AI Search honors conditional field-level access control list rules (ACLs) when searching records from the Task [task] table and its child tables. Fields in these tables that had conditional ACLs were ignored in previous releases.

API

Table 1. Changed scoped classes Class Methods ScopedCacheManager putRow() – The table parameter has been removed from the putRow() method. No code changes are necessary; this parameter is ignored.

Table 2. Changed REST APIs API Endpoints Change Management API Change Management - POST /sn_chg_rest/change – Do not use the default setting (normal) to create a change request for a model or type. The model or type must be provided by using its respective parameter. Continuous Integration/Continuous Delivery (CI/CD) API CI/CD - GET /sn_cicd/progress/{progress_id} - Return parameters for stashed configurations have been added. /sn_cicd/app_repo/publish - Updated handling of uncommitted changes. MetricBase Time Series API MetricBase Time Series - POST /now/clotho/transform/stream - Stream result data back to the client in a wide or narrow CSV format. Advanced Risk

Common control related changes

You can no longer create a relationship between the inactive controls and risks.

Agent Chat and Sidebar

Conversational Interfaces console improvements

The Conversational Interfaces console was improved by consolidating and aligning user interface items and adding links to community articles and product documentation.

App Engine Studio

Cloning instances with App Engine Studio preserves data tables

When you clone an instance with App Engine Studio , additional data tables are now preserved.

Workspace Builder restricted tables

When you create a record page or add a filtered list in Workspace Builder in AES , you can now select from only applicable tables.

Redesigned App Engine Management Center

Manage intake, collaboration, and deployment requests, pipelines, and instance metrics in the redesigned App Engine Management Center .

Updated name for the App Engine Studio admin role

The App Engine Studio admin role has been changed from sn_app_eng_notify.app_engine_admin to app_engine_admin.

Application Management

Parallel installation of queued CICD app operations

Trigger multiple application installation and upgrade operations through CICD REST API end points at the same time so that you can reduce your wait time in the queue.

Continuous Integration and Continuous Delivery (CICD) REST API enhancements

Use the Apply Stash REST API to apply a stashed configuration. You can use a unique identifier for the stash record. Use the Get Progress API to return a unique stash identifier when the stashed configuration is auto-created while you’re applying remote changes. Use the Publish API to generate a git commit command to create a tag for the version of the published application, if it’s connected to a Source Control repository.

Application Portfolio Management

Assessments and Surveys

Customization of Assessments and Surveys

The question header background color, caption background color, and caption font color properties in Assessments and Surveys can now be customized only if Next Experience is turned off.

Guidelines to upgrade to Next Experience in the mobile version

If you customize the styles of the legacy card item views in older versions of Assessments and Surveys , the card continues to appear in the item view even after you upgrade to Utah . You see the new card view in Utah only if no customizations were made to the legacy cards.

Icon and button updates in the mobile version

The colors of icons on the assessments and surveys cards appear in accordance with the Next Experience instead of appearing in hard-coded colors. When you open a survey or assessment in the mobile version, the Get Started, Next, and Submit buttons now appear in the Next Experience themed colors instead of hard-coded colors.

Change Management

Change Risk Calculator

The Best Practice - Change Risk Calculator (com.snc.bestpractice.change_risk) plugin has been renamed Change Management - Change Risk Calculator plugin. The plugin ID remains the same.

Cloud Provisioning and Governance

Scale the AWS cloud event schedulers

Scale the Amazon Web Services ( AWS ) Cloud Event Schedulers per the event inflow rate by setting the cloud_event.parallel_scheduler_count property. Running multiple cloud event schedulers in parallel helps to improve the event processing rate of the instance.

Starting with the Utah release, an event is added to the Cloud Events [sn_cmp_cloud_event] table only if it meets any one of the following criteria: The Type of the event is SubscriptionConfirmation . The Type of the event is Notification and the messageType is ConfigurationItemChangeNotification . Amazon CloudWatch has raised the event for a change in the tag associated with the Configuration Item (CI). Filtering out the other cloud event types help to improve the event processing performance of the instance.

Starting with the Utah release, the sn_cmp.cloud_event.use_response_mapping.aws property is set to True by default. When this property is set to True, the instance uses response mapping, if available, to create a CI from the AWS cloud event payload.

Cloud Provisioning and Governance: Terraform Connector

The Cloud Provisioning and Governance: Terraform Connector now includes the following support: Terraform v1.1 and v1.2 based configuration providers Public and self-hosted Microsoft Azure DevOps version control system support for Terraform Enterprise and Terraform Cloud organizations

Commercial Lines Claims

Enhanced processor role privileges

During the Claim validation stage, processors can add and update the police report number and police report details fields on the Incident Details form. Processors can also update the participants, property, coverages, and inbound documents.

Enhanced adjuster role

Added role: The adjuster role now contains the processor role. The added role enables an adjuster or manager to access, create, and edit the claim tasks, and to see and work from the adjuster landing page. Enhanced privileges: During the Adjuster evaluation stage, an adjuster can update the police report number, police report details, and incident description fields on the Incident details form or tab.

Incident details activity added to the adjuster role

The adjuster playbook includes the incident details activity to be completed. The adjuster can review and update the police report number, police report details, and incident description fields.

Configuration Management Database (CMDB)

The Multisource CMDB feature is now part of the CMDB 360 feature

The Multisource CMDB feature that tracks the activities and history of data sources as they insert and update Cl attributes is now included in the CMDB 360 feature. CMDB 360 provides all the functionality and processes of Multisource CMDB plus additional capabilities such as an analytics dashboard and new query functionality. You can access all of the CMDB 360 capabilities in the CMDB 360 view in CMDB Workspace .

Note: Some references in the user interface in the CMDB Workspace, Now Platform navigation items, and documentation still contain the string "Multisource." These occurrences should be considered to refer to the CMDB 360 feature.

New CMDB Workspace experience

The Home page includes new cards such as Important actions, What's new, and Total CIs , and CI overview has a new Clouds and non-clouds resources chart . Users with the sn_cmdb_admin role can customize which cards appear in the Important actions tile to reflect priorities in your organization. A What's new tile shows aggregations for recently created CIs in key tables such as new applications and new hardware. See the attestation tasks that you should tend to, including tasks that are overdue, through the Governance view. Create different types of CMDB 360 queries and create schedules and Performance Analytics reports for those queries. See potential related issues and track activities of the discovery sources in your system through the CMDB 360 view. The CMDB 360 dashboard shows aggregations and analysis based on CMDB 360 data and on activities of discovery sources in your system. See an overview of the CMDB health state, details such as recent activities in the CMDB and duplicate CIs, and access key management tools, through the Management view. The Lists view and the Discovery and Service Mapping activity charts have been removed.

Life-cycle rules and CMDB Data Manager

The requirements for using the CMDB Data Manager have changed.

To use CMDB Data Manager, you no longer have to activate the CSDM Activation plugin (com.snc.cmdb.csdm.activation) or to map and migrate legacy life-cycle values into the CSDM standard values. For details about the CMDB Data Manager requirements, see CMDB Data Manager .

However, you must ensure that there is an active life-cycle rule that corresponds to each target class in a life-cycle policy such as Retire, Archive, or Delete. For more information about life-cycle rules, see Life-cycle rules .

IRE support for non-CMDB tables

Enforce integrity rules by applying IRE identification and reconciliation processes to some non-CMDB tables. This support extends to some key tables in the global scope such as the Location [cmn_location] and User [sys_user] tables, and to all tables in application scopes.

CMDB 360 in CMDB Workspace and IntegrationHub ETL support non-CMDB tables if any are configured with identification rules.

New cmdb_dedup_admin user role can remediate de-duplication tasks

Improve security by assigning the cmdb_dedup_admin role to users specifically for remediating de-duplication tasks instead of the itil_admin role. The cmdb_dedup_admin role has the same access as the itil_admin role to tables, APIs, and properties related to the de-duplication workflow.

Core Now Platform

JavaScript engine on the platform

Added support for additional ECMAScript 2021 (ES12) features and partial support for ECMAScript 2022 features (ES13) with the ECMAScript 2021 (ES12) JavaScript mode for scoped applications. Important: Prior to deploying code to production, you should test scripts using supported ECMAScript 2022 features (ES13) features thoroughly due to the newly added and partial support of features across this ECMAScript version.

Changed the default JavaScript mode for new scoped applications to ECMAScript 2021 (ES12).

Customer Service Management (CSM)

Customer access management enhancements on sold products

Enhance how related parties to sold products are added and managed under customer access management.

Moving proactive customer service operations plugins to store

To ensure a faster development cycle for foundation capabilities and industry extensions, the following Customer Service Management (CSM) proactive customer service operations plugins are migrated from the current family release to the store release: Proactive Customer Service Operations (com.snc.proactive_cs_ops) Proactive Customer Service with Event Management (com.snc.proactive_cs_itom)

Case task enhancements

Customer service agents can see the customer and case information for the case tasks and can add the related parties to the case tasks.

AI Search for CSM Configurable Workspace

The ServiceNow® AI Search application replaces the Zing search application for CSM Configurable Workspace .

Limited access to Notify

For Customer Service Management customers using Notify to initiate conference calls and send SMS alerts from task records, the Notify plugin (com.snc.notify) includes the changes to the role requirements for the following UI actions: Start Conference Call and Send SMS . These actions now require the notify_view role, which is available with the Notify plugin. For more information, see the Notify release notes .

Decision Builder

Changes in Excel exports

Any sys_decision_question where the default_answer value is true will no longer appear in Excel exports.

DevOps Change Velocity

Permission check for GitHub tool

Check the permission requirements of the GitHub tool before connecting from the workspace to prevent any errors when you discover, import, or configure the tool. You can perform the permission check only when OAuth 2.0 is selected as the authentication type, and the OAuth is created using GitHub apps.

OAuth 2.0 credentials for GitHub Apps - JWT

Authenticate connection requests from ServiceNow DevOps to GitHub by setting up OAuth 2.0 credentials for GitHub Apps - Json Web Token (JWT).

Delete standalone connection and credential aliases

Free up space on your system by running a background script to delete connection and credential aliases that don’t label any connection or credential records.

Retrieve and update change request details from a pipeline

Retrieve and update change request details associated with a Jenkins pipeline by running the snDevOpsGetChangeNumber and snDevOpsUpdateChangeInfo scripts respectively in the pipeline.

Cancel change request when a pipeline step is canceled

Cancel a change request when the associated stage in the pipeline fails or is canceled by setting the sn_devops.cancel_change_on_pipeline_cancel property to true.

Jenkins folder depth

Retrieve only those orchestration tasks and pipelines that are in folders whose nesting level in Jenkins is less than or equal to the number specified in the sn_devops.discover.folder.depth property. For example, if you want to discover orchestration tasks and pipelines for a folder structure that is nested two times in your Jenkins environment, you must enter 2 as the value for this property.

Permission checks for connected tools

Perform permission checks on connected tools at any time, to verify if the existing credentials have necessary permissions.

Update tool credentials

Update the tool credentials for connected tools with credentials that have sufficient permissions for seamless discovery and import of data from your tool.

DevOps auto discover tool associations scheduled job

Automatically discover new pipelines, plans, and repositories for all connected tools by running the DevOps auto discover tool associations scheduled job.

Set up system accounts from DevOps Change workspace

Enable DevOps admins to connect with external tools by setting up system accounts.

DevOps model change

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.

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.

DevOps Config

Pipeline upload timeout extended

The upload task/action timeout has been extended to 15 minutes to handle longer processing time use cases for Jenkins and Azure DevOps pipelines.

Variables excluded

Variables are excluded when validating the configuration data using the DevOps Config Policy content pack application.

Document Intelligence

Improved support for extracting data from long tables

Accelerate the extraction of data from tables with the following improvements: For the agent, table extraction has a more intuitive interface. Enhanced visibility enables quick verification of the accuracy of extracted data. The range and length of tables that the Document Intelligence AI can handle has been expanded, which streamlines automation.

Improved support for extracting information from check boxes

Extract information from check boxes with the following enhancements: The interface has been revamped, providing a better user experience. New AI models learn to extract check box information through user feedback, eventually enabling automation.

Document Services

Support for PDF files with UTF-8 character encoding

Extended support in Document Viewer to view UTF-8 character encoded PDF files.

New subflows for Multi Provider Document Services Framework

New subflows in the Microsoft OneDrive spoke for the Document Services framework to get the latest URL and to reconnect documents from Microsoft OneDrive

Employee Document Management

Document Viewer

Document Viewer supports viewing document types .docx, .txt, .png, and .xls directly from the Employee Document Management application. Prior to the Utah release, Document Viewer supported viewing of PDF documents only.

Environmental, Social, and Governance Management

Changes in the access control lists (ACL)

The ESG administrator role (sn_esg.admin) has been updated to perform all setup activities.

Change in the navigation to import a SASB citation

The navigation path for importing a Sustainability Accounting Standards Board (SASB) citation has been updated to the classic UI.

Updates in the metric definition form

In the manual metric definition form, the Start at field is renamed to First run date .

Tables have been added in GRC: Metrics application

The following new tables have been added in the GRC: Metrics application: Time dimension (sn_grc_metric_time_dimension). Metric data by entity (sn_grc_metric_data_by_entity) Metric data process queue (sn_grc_metric_data_process_queue)

Financial Services Operations Core

Enhancement to Financial Transactions table (sn_bom_transaction)

The Transaction ID string field and Transaction Type choice field for selecting credit or debit values are added to the sn_bom_transaction table for viewing on the Financial Transactions list and form views. These changes enhance the sn_bom_transaction transaction table and its child transaction tables for FSO applications.

Enhancement to Financial Transactions related list view

The default order of fields for view in the Financial Transactions table-related list view is changed with the following fields for FSO applications: Transaction Details, Transaction date, Posting date, Transaction ID, Transaction Type, Description, and Amount.

Enhancement to Financial Transactions related list form view

The Transaction ID string field and Transaction Type choice field for selecting debit or credit values are added to the Financial Transactions related list form view for FSO applications.

Financial Services Operations Integration with Jack Henry jXchange

Application renamed to Financial Services Operations Integration with Jack Henry jXchange

Starting with the Utah release, the Financial Services Operations integration with Jack Henry Associates (JHA) jXchange has been renamed to Financial Services Operations Integration with Jack Henry jXchange .

Enhanced subflows and mapping tables

Look up customer, product model, and financial account information that is relevant to the B2B certification of deposit accounts by using enhanced subflows and mapping tables.

Goal Framework

Goal form

The Weight field has been renamed Impact on parent goal and its values have been updated to (0) No impact , (1) Neutral , (2) Moderate , (3) High , (4) Very high , and (5) Maximum . The existing fields Company , Business Unit , Department , and Portfolio have been consolidated into two fields, Assigned entity type and Assigned entity .

Target form

The Weight field has been renamed Impact on goal and its values have been updated to (0) No impact , (1) Neutral , (2) Moderate , (3) High , (4) Very high , and (5) Maximum .

Goal Framework for SPM

Application name change

The Advanced Goal Framework application has been renamed Goal Framework for SPM .

Governance, Risk, and Compliance

Issue architecture changes

Issue architecture changes are made to avoid reusing an issue and automatically linking an issue to its related objects. The display value in the issue table is changed to a short description that was a number earlier.

Confidentiality inheritance changes

The confidentiality configuration records are shipped for the out-of-the-box confidentiality-enabled tables. When marking an issue as confidential, only the users that are mentioned in the assigned to, issue manager, and opened by fields are automatically appended to the allowed users field. To handle any conflicts that are related to confidentiality, see KB1218856 . You must log in to the Now Support to view the Knowledge Base articles.

Common control changes in entity form

The overview page of an entity is updated with the inherited controls information in the tracking section.

Healthcare and Life Sciences Service Management Core

Healthcare and Life Sciences data model enhancements

Use the enhanced patient, claims, and pre-authorization tables added to the data model.

ITOM Visibility

Agent Client Collector for Visibility

Agent Client Collector for Visibility (ACC-V) now includes the following support: ACC-V can populate additional data points to the configuration items (CIs) that are discovered. You can persist the type of users that you are interested in. You can populate the memory module data for Windows , Linux , and macOS . You can update various storage details on local and remote storage types to support the following storage devices: iSCSI ( Linux ), Fibre Channel ( Windows only), Network File Sharing (NFS) ( Linux only), and Server Message Block (SMB) and Common Internet File System (CIFS) ( Linux only).

Certificate Inventory and Management

Certificate Inventory and Management now supports the following: Automation of fulfillment flows for Microsoft Active Directory Certificate Services (ADCS). Access to the catalog forms from the Employee Center Privacy and Security section. Visibility to the entire certificate chain by using the related list in the Unique Certificate [cmdb_ci_certificate] table. Containerized MID Server and Agent Client Collector to discover the Kubernetes infrastructure and topology without any credentials.

Software discrepancy between Discovery and SCCM

Use these Discovery properties to avoid software data discrepancy between Discovery and SCCM: glide.discovery.enable.software_simplify and glide.discovery.enable.software_simplify_sccm .

Enhanced discovery patterns

Ensure that your organization can discover the latest versions of devices and applications using the updated patterns.

Kubernetes: multiple changes. For more information, see Discovery and Service Mapping Patterns release notes. F5 BIG-IP load balancer : IPv6 protocol is supported for SSH or REST discovery.

Identity and Authentication

API access policy prioritization

Apply policy prioritization logic if there are multiple API access policies configured for your ServiceNow instance.

Generate one time code with scriptable API for RPA agents to log in to external applications

Allow the Robotic Process Automation (RPA) bots to successfully authenticate to external (third party) applications that have Time-based one-time password (TOTP) based MFA enabled in the login.

Ability to attach a single authentication policy to all the REST APIs

Apply the auth policy to all the APIs, which includes all the methods, versions, and resources of an API.

Support authentication policy in authentication profile for mutual and customized authentication

Apply authentication policies, IP range, role-based, user-based, and with mutual authentication and customized authentication.

API Authentication policy: Export and Scripted REST Processors

Ability for Export Processors to use the API Authentication policy to secure all the export endpoints. Ability to apply the inbound authentication profile and API access policies at a global, instance level, or an API.

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.

MID Server

MID Server configuration enhancement

The MID Server has had several improvements to its utilization of configuration properties and parameters. The MID Server uses improved precedence logic, preferring MID Server configuration parameters, MID Server-specific properties, and then global properties. You can now retrieve the current configuration from the MID Server.

MID Server certificate revocation enhancement

The MID Server’s certificate checks have been improved to reduce friction when setting up the MID Server.

MID Server Installation Checks

The MID Server installation has been improved to more easily on-board customers. The Installer has more effective checks for potential issues, such as meeting disk space requirements or TLS/OCSP connection requirements. These checks do not prevent a MID Server from being installed.

Manager Hub

Manager To-dos mapping

Create additional conditions or mappings to display managerial tasks and requests in the Your team page in Manager Hub in Employee Center .

Mobile

Enhanced online to offline mode transitions

When offline mode is enabled and the internet connection is lost, ServiceNow® Mobile Agent now automatically switches to offline mode. While switching, users retain their place in the app and can continue without losing the changes made. When the app transitions back from offline to online mode, the original cache is retained and updated with all the successfully synced changes made by the user while in offline mode.

Increased file uploading capabilities for input form screen

Users can select multiple videos, images, and documents directly within an input form screen before posting, saving them time and effort. After selecting either multimedia files or other file types, an upload screen opens, detailing the upload progress of the selected files. In cases where files fail to upload, users are presented with information detailing the reason for the unsuccessful post.

Enhanced file uploading capabilities for activity stream

Users can simultaneously post multiple document file types within an activity stream, saving them time and effort.

Additional option for location tracking

Location tracking now offers two options to keep a record of a user’s location: manual tracking and action-based tracking. Manual tracking enables users to start tracking for a defined period or tracks the users' location continuously. Action-based tracking automatically starts and stops location tracking, based on actions a user performs.

Configure action functions in a record section

Configure record sections to trigger actions functions in the following locations on a mobile device: From a record section within a launcher screen, at a global level. From a record section within the related list of a record screen, at a record and global level. These shortcuts enable users to perform actions with a minimum number of taps.

Indoor positioning enhancement for Indoor Wayfinding

End users can view their live location on an Indoor Wayfinding map and get guided navigation to their desired destination. This feature supports two indoor positioning location providers: Apple and Indoor Atlas.

Custom map input enhancement that supports ScreenId inputs

Custom map input is enhanced to support the ScreenId attribute, which admins can use to define a specific custom map input for input form screens.

Mobile App Builder enhancements

Mobile App Builder enhancements include: Feature parity for all features up to the Tokyo release and partial parity for features in the Utah release. Added configuration support for mobile platform theming capabilities, to correspond with web-based UI theming.

Mobile Card Builder enhancements

Updated Mobile Card Builder features and capabilities include: Improved open screen previews, which are more representative of the type of cards that users view on their mobile device. Updated layout and look and feel of the open screen. A built-in condition builder, enabling users to visually create conditions without the need to define and manually enter condition strings. Added support for the following UI rule options: Display the date as a time period. For example, 2 hours ago and 3 weeks ago. Display a text decorator, which is an icon that can be added next to text to emphasize the label.

Natural Language Understanding

NLU Workbench - Advanced Features updates

The Enhance test set + optimize model button in the Expert Feedback Loop advanced feature is replaced by the Tune model button. When you tune the model, the Virtual Agent chat log feedback provided in the Expert Feedback Loop is directly added back to the model, and to its default test set to improve model training and model testing. The benefits of the Optimize feature are now generalized to all NLU model training so you no longer need to run the optimization process to improve the model.

In the NLU Model Performance advanced feature, conversations that were translated by dynamic translation are filtered out. This way you can get a better sense of how NLU models are performing in Virtual Agent.

Next Experience Components

Table 3. Components Component Enhancements Avatar Extra-small size is available to use with the extra-small size pill. Calendar Configure the initial height of an event or dynamically change the height after the calendar is loaded. Change the minimum height for events. Change the maximum height for events. Checklist Property labels were improved and all properties reorganized into categories in UI Builder . Condition builder Property labels were improved and all properties reorganized into categories in UI Builder . Contact card Property labels were improved in UI Builder . Icon presence Extra-small size is available for areas that have limited space as well as to provide visual consistency. The icons that indicate the availability of users have changed. See the "Accessibility information" section for details about accessibility enhancements for this component. Input Small size is available for areas that have limited space. The small size reduces the font size of the text. The size of the field indicators and the padding size between them don’t change. They are the same size as for the default “Medium”. If icons are included in the input field slot, the padding is reduced between multiple icons. The Highlighted value is available to indicate status or category. Input password Small size is available for areas that have limited space. The small size reduces the font size of the text. The size of the field indicators and the padding size between them don’t change; they’re the same size as for the default “Medium”. If icons are included in the input field slot, the padding is reduced between multiple icons. Input phone Small size is available for areas that have limited space. The small size reduces the font size of the text. The size of the field indicators and the padding size between them don’t change; they are the same size as for the default “Medium”. If icons are included in the input field slot, the padding is reduced between multiple icons. Input URL Use the small size for areas that have limited space. The small size reduces the font size of the text. The size of the field indicators and the padding size between them don’t change; they are the same size as for the default “Medium”. If icons are included in the input field slot, the padding is reduced between multiple icons. KPI details A badge was added that indicates the status of the KPI with relation to the configured target value for the date selected in the date picker. Badges for on-track KPIs are displayed in green and badges for KPIs that fall below the target value are displayed in red. New chart options: Statistics : Displays label value pairs of statistics matching the date range, time aggregation, and function configured. Time Series : Enables users to visualize the changes in the indicator values, expressed as a number or as a percentage. Chart type : Enables users to view the data using different time series chart types such as area and column charts. List - Menu Property labels were improved and all properties reorganized into categories in UI Builder . List - Related Property labels were improved and all properties reorganized into categories in UI Builder . List - Simple Property labels were improved and all properties reorganized into categories in UI Builder . Node map Status colors for node edges are now available.

You can now do the following: Apply the partition setting on some or all nodes to place certain nodes above or below others Merge overlapping node edges Enable multi-level menus for nodes and edges Pill Extra-small size is available to accommodate reduced padding and height, as well as to provide visual consistency. The size of the font, avatar (if included), and presence icon is extra-small. The icon size is small. For example, for a small typeahead component, you need to use an extra-small pill. See the "Accessibility information" section for details about accessibility enhancements for this component.

Progress bar Users can configure labels for a progress bar and place the label on the top or bottom of the bar. The colors for the styles used to indicate status have changed. See the "Accessibility information" section for details about accessibility enhancements for this component. Radio buttons The appearance of the different states has changed, including the various error states. Select Small size is available for areas that have limited space. The small size reduces the font size of the text. The size of the field indicators and the padding size between them don’t change. They are the same size as for the default Medium. If icons are included in the field input area, the padding is reduced between multiple icons. Textarea Small size is available for areas that have limited space. The small size reduces the font size of the text. Ability to set the background color. Text link Icons are available to use at the beginning of a label and at the end of a label. Icon sizes are proportional to the label size. Timeline Property labels were improved in UI Builder . Toggle Labels for toggles are now supported. The label can be displayed above, below, to the right, or to the left of the toggle, or it can be hidden. Typeahead Small size is available for areas that have limited space. The font size is reduced compared to the default Medium size. When there are multiple input field decorators, the padding between them is also reduced. Typeahead multi Small size is available for areas that have limited space. When you select the small size for this component, all pills that appear in the field are automatically set to the small size. The pill component will have an extra-small avatar (if included), reduced font size, small icon, and an extra-small presence icon (if included).

Table 4. Data visualization charts Chart Enhancement Pivot table Pivot tables now support the addition of multiple data sources. There is no restriction on the number of data sources you can add to a table. However, mixing data source types is not supported. Select either all table or all indicator data sources. Column sorting at runtime is now supported. A property was added to allow text wrapping for column headers. This capability helps readability for tables with multiple data sources. Single score An icon can precede the score of a single-score visualization. These icons improve data readability and accessibility. The Design Center provides the available icons. Indicator colors are configurable. Previously only table colors could be configured. Donut If a donut chart shows the total value, drill-down is supported from that value to a list of all records for table data or to KPI Details for indicator data. Previously, the ability to drill down was supported only from donut sections.

Table 5. Page templates Page template Enhancements KPI details A badge was added that indicates the status of the KPI related to the configured target value for the date selected in the date picker. Badges for on-track KPIs are displayed in green and badges for KPIs that fall below the target value are displayed in red. New chart options: Statistics: Displays label value pairs of statistics matching the date range, time aggregation, and function configured. Time Series: Enables users to visualize the changes in the indicator values, expressed as a number or as a percentage. Chart type: Enables users to view the data using different time series chart types, such as area and column charts. The Formula component clicked [FORMULA_COMPONENT_CLICKED] event handling enables users to click and navigate to any component indicator of a formula KPI while analyzing it on the KPI details page. Record The Form Record Presence component was added to the page. This component alerts users viewing a record to the presence of other users who are looking at the same record. The form record presence component contains presets. See the usage guidance for Form Record Presence in the component library for details. The record page template uses the recommendation engine to complete fields with recommended values. This feature requires installation and configuration of the Recommended Actions for Customer Service application from the ServiceNow Store . For details, see Configuring Recommended Actions . Notifications

Notification Preferences

Enhanced Notifications preferences enable you to easily change your preferences: Global switch to enable or disable all your notifications. Set global preferences. Enable or disable a particular channel for receiving notifications. Create, edit, or delete notification devices for instant messages, email, SMS, and voice. Create custom notifications and subscribe to notifications important to you. .

Notify

Enhancements to the NotifyUtils script record

The NotifyUtils script include record is now read only and can’t be edited.

You can use the NotifyUtils script include record as a reference to customize the Notify UI actions using the NotifyUtil script include record.

All codebase references that pointed to NotifyUtils now point to the NotifyUtil script include.

You can customize allowed methods in the NotifyUtils and NotifyUtilSNC script include records by overriding them in the NotifyUtil record.

If you’ve customized the NotifyUtils script include record, you must use the same configurations in the NotifyUtil script include record to retain the existing customizations and use the NotifyUtils record base system.

For more information on overriding the script include, see Script includes and customization .

Enhanced security to access Notify

Control who can view and select the Start conference call and Send SMS UI actions for a Task record by assigning notify_view role. These UI actions won’t be displayed for the users without a notify_view role for new Notify installations from Utah . The notify_view is the minimum required role for accessing Notify .

View email address on conference call and send SMS dialog box

Instead of the participant's phone number, the email address is displayed along with the participant name in the Start conference call and Send SMS dialog box.

Operational Resilience

Setting up your business services in Operational Resilience Workspace

Set up a business service and monitor the resilience metrics on the dashboard. The Service form consolidates the risks, issues, control failures, and other attributes of a business service that need attention.

Performing a scenario analysis in Operational Resilience Workspace

Analyze the impact of a scenario and an event on a business service, complete the associated response tasks, and determine if any service was breached. After completing the evaluation, you can approve the scenario analysis in Operational Resilience Workspace .

Analyzing the importance and impact tolerance of a business service in Operational Resilience Workspace

Analyze the importance rating and impact tolerance duration of a business service by responding to the assessment. Review the rating that is generated based on the questionnaire response. After the analysis is complete, approve the assessment in Operational Resilience Workspace .

Self-attesting the business services in Operational Resilience Workspace

Verify the resilience status of a business service and determine if any service was breached. After the verification is complete, certify the status of the business service by signing and generating the self-attestation report. You can then upload the PDF of the self-attestation report in Operational Resilience Workspace .

Operational Technology Incident Management v2

New OT incident user roles

The new OT incident user roles installed with Operational Technology Incident Management v2 help separate IT and OT incident data.

Create OT incident tasks

Now site, equipment model entity, and OT asset context from an OT incident are available on the OT incident task as well.

Access control for OT incidents

The ot_change_user role is deprecated and the new sn_ot_incident_read, sn_ot_incident_write, and sn_ot_incident_admin roles) have been added.

Operational Technology Manager

CMDB OT class model update

The cmdb_key_value_v2 table was renamed to External system metadata .

Personal Lines Claims

Enhanced processor role privileges

During the Claim validation stage, processors can add and update the police report number and police report details fields on the Incident Details form. Processors can also update participants, property, coverages, and inbound documents.

Enhanced adjuster role

The adjuster role now contains the processor role. The added role enables an adjuster or manager to access, create, and edit claim tasks, and then to see and work from the adjuster landing page. During the Adjuster evaluation stage, adjusters can update the police report number, police report details, and incident description fields on the Incident Details form or tab.

Incident details activity added to adjuster role

The adjuster playbook includes the Incident details activity to be completed. The adjuster can review and update the police report number, police report details, and incident description fields.

Platform Analytics Workspace

Customizable empty state message

Customize the message in data visualization components for when there is no data. Use a custom icon or text to fit the context and suggest to the user what they need to do. This feature is available for all visualization types that have an empty state message.

Single-score visualization improvements

Select an icon provided by the Design Center to precede the score of a single-score visualization. These icons improve data readability and accessibility. Configure colors for indicators. Previously you could only configure table colors.

Donut total drilldown

If a donut graph shows the total value, drill down from that value to a list of all records for table data or to KPI Details for indicator data. Previously, you could drill down only from donut sections.

Pivot table improvements

Select multiple data sources Sort row order in runtime Configure column truncation

Group by variables

In any data visualization that supports the Group by option for table data sources, you can now select a variable or variable set to group data by. Previously, you could select only table fields.

Filter component improvements

Select an entire table as a filter source. Records on the table are displayed as elements of the filter. Add filters for scripted, external, and manual breakdowns. Previously you could add filters only for automated breakdowns. Select time as well as date in date filters. Select a relative time period to be used as the default value. The filter applies this time period when the page opens. Configure filters more easily through general UX improvements, which include clearer filter source selection and tooltip guidance throughout the configuration process. Configure the list of preset date values. Hide the list of preset values or let the user use only preset values and not freely select a data range. Select Time preset values such as Last 7 hours.

Workflow for data visualizations to start from data source

Select either the data source or the visualization type first when creating a data visualization. If you select the data source first, a default visualization type is selected automatically.

In-line dashboard editor and visualization designer integrated into App Engine Studio

Redirect to the in-line dashboard editor from the Experience section in the App Engine Studio . Create and save new dashboards, which then appear in the Experience section list in the App Engine Studio .

In-line dashboard editor improvements

Lazy loading on dashboard elements Share in editing mode Duplicate elements from the Dashboard inline editor Edit dashboards in other scopes Printer-friendly page formatting (Available only from an update on the ServiceNow Store )

Visualization Designer improvements

Copy and share link URLs. Edit visualization titles inline.

Platform Security

New Data Privacy Experience

Data privacy is available as a store app and includes data classification. The data privacy family version is still supported in the Utah release.

Policy and Compliance Management

Related lists to associate entities to common control

The Control form is updated with the Reliant entities and Reliant entity types related lists to associate entities as related entities or to associate entity types that include a class of entities to the common control. The Function field on the Control form helps to identify whether the control is standard or common.

Compliance objects are related lists in the Issue form

The Issue form is updated with the Controls, Control objectives, Policies, Authority documents, and Engagements related lists to add one or more of these objects to the issue or to remove objects that have already been added. This association helps to establish the many-to-many relationship between the compliance objects and the issue, consolidate the related issues, and reduce the number of open issues in the organization.

Project Portfolio Management

Properties installed with Project Management

Synchronize the planned and original dates when creating or updating a project or task. Planned and original dates are always synced irrespective of its state. A new property com.snc.project.sync_original_dates_with_planned_dates is added to enable the syncing of planned and original dates. The default value is true and original dates are auto-synced with the planned dates. For more information, see Properties installed with Project Management .

Public Sector Digital Services

Enhancements to public sector data models

Enhancements to the following public sector data models affect the CSM Configurable Workspace and Government Service Portal: Business data model: New and updated fields in the Business data model, such as Legal entity name, Trademark, Tax ID, and more, are reflected in the CSM Configurable Workspace and in profile attributes, such as Veteran Status, set in the Government Service Portal. Constituent data model: New and updated constituent fields in the Constituent data model are reflected in the CSM Configurable Workspace and in the Constituent profile attributes set in the Government Service Portal. The Constituent profile is an extension of the Consumer profile. Agency data model: Changes to related lists, such as the Items received for Install base list and Related parties list, are reflected in the CSM Configurable Workspace .

Reporting

ACL Assessment for Reports compares reports against all report_view ACLs

Earlier versions of the ACL Assessment for Reports evaluated reports against a limited number of report_view ACLs. The latest version of the ACL assessment tool evaluates against all active report_view ACLs on the instance.

READ ACL support in the ACL Assessment for Reports

A report is affected if a user has seen the report who would not be able to see it based on a report_view ACL or blocking READ ACL, in the case of reports based on tables without report_view ACLs.

Report_view ACL added to sys_report_import_table_parent

To create reports based on imported data sources requires either the pa_admin or report_admin role.

Responsive dashboards

Homepages are deprecated for upgrading customers

Responsive dashboards provide a more efficient, modernized way for you to work. Use the Homepage deprecation help tool to convert homepages to dashboards.

Non-responsive dashboards are no longer supported

All existing non-responsive dashboards are converted automatically to responsive dashboards. For more information, see Working with responsive dashboards .

Robotic Process Automation (RPA) Hub

Enable Start Process and Stop Process for Business User

In RPA Hub , business users now have access to the Start Process and Stop Process UI actions on the Bot Process form.

However, they must be a part of the Managed By Group list to access this functionality.

For more information about starting and stopping a bot process, see Start a bot process in RPA Hub and Stop a bot process in RPA Hub .

Start Busy robots for API trigger mode

In RPA Hub , you can now start a robot in busy state if the Trigger Mode of the associated bot process is API . You can perform this action only in the Classic environment.

Scripting

Syntax editor keyboard shortcuts and actions

The keyboard shortcut Ctrl+Space is no longer needed to display valid inputs at the insertion point. Valid inputs auto-suggest at the insertion point.

Logpoints

Logpoints no longer highlight the entire line number. Logpoints appear as a tag icon ( ) beside the line number.

Service Catalog

New Catalog Builder experience

The new Catalog Builder provides a more efficient, modernized way for you to work. For information about how to upgrade, see Set up the catalog builder .

Virtual Agent conversational experience for non-genius responses

When using ServiceNow® Virtual Agent , non-genius results for conversational items can now be submitted in conversational mode.

Character limit for questions in Catalog Builder Character limit for questions in Catalog Builder

Character limit for the following fields: Question label: 255 character limit name: 100 character limit

Choice display value: 80 character limit value: 80 character limit

Service Operations Workspace for ITSM

Requester contact details on an interaction

Reach out to the requester quickly using the contact details on the Requester tab that can be accessed from the contextual side panel.

On-call escalation status

Starting in version 2.1, when an on-call escalation is canceled, the escalation status displays as Canceled instead of Unacknowledged.

Service Portal

Load CSS Includes for themes asynchronously

Load CSS Includes for themes asynchronously to improve page load times through the Lazy Load option on the CSS Include record.

Improved mobile and web page load times

Improved repeat page view performance by allowing compiled SCSS files to be loaded as links when the glide.sp.theme.parse_scss property is set to true.

Improved First Contentful Paint, Largest Contentful Paint, and Total Blocking Time metrics by deferring loading some non-critical resources on the initial page load and implementing static bundling and JS and CSS minification.

Restricted access to user data in the Service Portal Log Entries table

Increased security by disallowing access to the User (sp_log.user), Created By (sp_log.sys_created_by), and Updated By (sp_log.sys_updated_by) columns of the Service Portal Log Entries [sp_log] table for all users through read and report_view ACLs. Only the security_admin role can give access to these fields.

Java Development Kit update

Upgraded the Java Development Kit (JDK) from version 8 to 11.

Third-party library updates

Upgraded the Jsoup library from version 1.9.2 to 1.14.3.

Upgraded the Apache Tika Core/Parsers library from version 1.11 to version 2.4.

Software Asset Management

Integration name of Microsoft Office 365 changed to Microsoft 365

The Microsoft Office 365 integration name changed to Microsoft 365 . By integrating your ServiceNow instance with Microsoft 365 , you can track your software subscriptions and software usage to determine your license compliance and to act on optimization opportunities.

Sourcing and Procurement Operations

Sourcing and Purchasing Automation

Enhanced the ability of procurement fulfillers working with qualified suppliers. They no longer need to manually trigger the qualification workflow in order to enter the price of a requested item within a sourcing request. However, if there are qualification cases set up in the instance, then the user action of entering price will also trigger the qualification cases to be created. Note: Existing customers will see this change through a business rule which was modified to trigger the qualification flow if any of the purchase lines or price details are updated. Enhanced the existing awarding workflow to create multiple purchase requisitions based on supplier and business owner combinations, to support the ability to award multiple suppliers within one negotiation event. Note: Existing customers currently performing a single supplier award will still be able to do so with the existing award workflow. If customers want to leverage the multiple supplier award capability, these enhancements will also acknowledge the more complex awarding scenario to create multiple purchase requisitions based on supplier and business owner combinations.

Use ShoppingHub

Renamed this application to Source-to-Pay Common Architecture. This application was formerly named Procurement Common Architecture. Enhanced the Invoice and Invoice Line tables to remove business rules that auto-calculated invoiced amount.

Enhanced the invoice acknowledgement task to be relabelled as service acknowledgement task, with a new service acknowledgement task workflow and UI on Shopping Hub for shoppers to complete their tasks, which would track services receipts.

Enhanced the approval engine to allow ease of configuring the self-approval functionality through a flag, for an approval task to be explicitly created for a requester even if that requester has the correct approval authority to have self-approved that request. Note: Existing customers will not be impacted because the flag that acknowledges the existing self-approval functionality is defaulted to true. Customers who do not want the self-approval functionality in their approval rules can set the flag to false. Extended the request for clarification workflow to sourcing requests so that approvers can ask for more clarifications in their approval to-dos for sourcing request approvals. This intimates the employees or requesters on the need for clarification. Note: These changes do not impact existing requests for clarification workflows, so existing customers are not impacted. This enhancement is available with the upgrade or installation of this plugin. This feature is also dependent on the installation or upgrade of Employee Center (sn_ex_sp) version 29.0.1 and Employee Center Core (sn_hr_sp) version 29.0.3. The Integration Error table (sn_shop_erp_error_task) is now made commonly available to provide a single table to address all integration errors. Note: Existing customers will not be impacted because this change moves a table to a common scope, which existing customers already have as part of their solution's application dependency.

Shopping Hub Mobile

Renamed this application to Shopping Hub Mobile. This application was formerly named ShoppingHub Mobile. Enhanced the Next Experience theming to be applied to the mobile experience for the Now Native Mobile application. For the Shopping Hub mobile experience, the My tasks and My purchases sections will render using the Next Experience theming.

Source-to-Pay Workspace list page

As a fulfiller working on both supplier and procurement cases, view both in the same list. This is achieved by modifying the data source for case records to render in the Procurement Workspace.

Virtual Agent for Sourcing and Procurement Operations

Renamed this application to Virtual Agent for Sourcing and Procurement Operations. This application was formerly named Virtual Agent Experience Pack for Procurement Service Management. Modified the Virtual Agent topic to re-direct shoppers to the new Shopping Hub configurable portal. Note: If you are a new customer, the Shopping Hub configurable portal will be your default experience. If you are an existing customer and want to use this new portal, you will need to run a fixed script to update existing links to be redirected to the new Shopping Hub configurable portal.

Sourcing and Procurement Operations integration with Project Management

Renamed this application to Project Costing for Sourcing and Procurement Operations. This application was formerly named Procurement with Project Management. Modified the Procurement with Project Management better together workflow to address a new state value introduction in the Invoice table.

NLU support for Sourcing and Procurement Operations Virtual Agent

Renamed this application to Natural Language Understanding Models for Sourcing and Procurement Operations. This application was formerly named Procurement Service Management NLU Model.

Sourcing and Procurement Operations integration with Vendor Risk Management

Renamed this application to Risk Assessments Integration for Sourcing and Procurement Operations. This application was formerly named Purchase Automation Integration with Risk Assessment.

Source-to-Pay Workspace

Renamed this application to Source-to-Pay Workspace. This application was formerly named Procurement Workspace.

Common Service Delivery

Renamed this application to Common Service Delivery. This application was formerly named Service Delivery Common. Enhanced a fulfiller's ability to create new case records with case types which extend the Service Delivery Common parent table. Note: Existing customers will be impacted by this change, allowing them to create both supplier and procurement cases.

Playbooks for Sourcing and Procurement Operations

Renamed this application to Playbooks for Sourcing and Procurement Operations. This application was formerly named Purchase Modification Experience Pack for Procurement Case Management.

Performance Analytics for Sourcing and Procurement Operations

Renamed this application to Performance Analytics for Sourcing and Procurement Operations. This application was formerly named Performance Analytics Content Pack for Procurement Service Management.

ERP Integration Framework

Renamed this application to ERP Integration Framework. This application was formerly named Finance – ERP Integration.

Supplier Lifecycle Operations

Application name change

The Supplier Lifecycle Management application has been renamed to Supplier Lifecycle Operations .

Workspace name change

The Supplier Management Workspace has been renamed to Supplier Manager Workspace .

Role name changes

The following roles, which were earlier a part of the Supplier Lifecycle Management application, have been renamed and moved to the new Supplier Common Architecture application: Supplier Administrator (sn_slm.admin) Supplier Contact (sn_slm.contact) Supplier Fulfiller (sn_slm.fulfiller) Supplier Manager (sn_slm.manager) Supplier Owner (sn_slm.owner) Note: All the occurrences of the word "supplier" have been changed to "slm" in the new names for the existing roles.

Table name changes

The following tables, which were earlier a part of the Supplier Lifecycle Management application, have been renamed and moved to the new Supplier Common Architecture (com.snc.sn_slm) application plugin so that they can be commonly used and extended by other products. Supplier Product Code (sn_slm_code_m2m_supplier) Supplier Document Type (sn_slm_document_type) Supplier Document References (sn_slm_document_references) Product Code (sn_slm_product_code) Supplier Case (sn_slm_case) Supplier Email Domain (sn_slm_email_domain) Supplier Task (sn_slm_task) Supplier Location (sn_slm_m2m_location) Supplier Document Configuration (sn_slm_document_config) Note: All the occurrences of the word "supplier" have been changed to "slm" in the new names for the existing tables.

System Clone

Preserve Users and Related Tables Option

Permanently removes the preserve users and related tables option.

Theme Builder

Create a theme with Theme Builder

The look-and-feel of Theme Builder has been updated to be visually consistent with other ServiceNow builders.

The system property for logo override is no longer required

Override a logo previously applied in Theme Builder without having to configure a system property. The system property is now automated.

UI Builder

Page creation

There is an improved page and page variant creation flow. It is easier to add page parameters, variant conditions, and variant audiences.

Multiple controllers

Add multiple controllers to pages to access additional presets when building pages in UI Builder .

Subpages inherit properties

Subpages inherit the parent page controller properties and events so that the data is readily available to bind to on subpages (page collections, modals, or viewports).

Productivity improvements

There are new right-click menus on the stage and content tree. Easily select tables and SysIDs when configuring a page.

Upgrade Center

Upgrade Plan enhancement

You can now apply an existing upgrade plan to an instance for managing application versions and deployments ay any time, not limited to only during upgrades.

Vendor Management Workspace

Virtual Agent

Channels and integrations

The one-stop-shop Channels and integrations page for Virtual Agent enables you to integrate and configure bots for all the messaging apps. You can configure all bot-specific messages or greeting/welcome messages and bot commands across all channels on a single UI screen. Provision to uninstall your Microsoft Teams and Slack bots from your ServiceNow instance on the app-specific pages.

NLU defaults

NLU defaults to on for new Virtual Agent activations. ServiceNow® NLU is the defaulted NLU Service Provider, English is the default language, and mid-topic switching defaults to on.

Conversational IVR with Amazon Connect

Install Conversational IVR using the Conversational IVR with Amazon Connect (com.sn.va.amz.connect) plugin without any dependency on the Virtual Agent API (sn_va_as_service) plugin.

Workforce Optimization for Customer Service

Calculate your resource forecast in minutes

For calculating your resource forecast, you can enter the value, in minutes, on the Formula Parameters page. Prior to the Utah release, you entered the value only in hours to calculate your resource forecast.

Parent Topic: Release notes summaries for Utah features