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New York Release Notes

Last updated: July 19, 2019


ServiceNow New York Table of Contents

Table of Contents

New York release notes............................................................................................................................. 5


Features and changes by product.................................................................................................5
Analytics, Intelligence, and Reporting release notes.........................................................6
Customer Service Management release notes................................................................ 20
Governance, Risk, and Compliance (GRC) release notes............................................. 29
HR Service Delivery release notes...................................................................................... 33
IT Business Management release notes............................................................................. 39
IT Operations Management release notes........................................................................53
IT Service Management release notes.............................................................................. 65
ServiceNow mobile release notes...................................................................................... 90
Now Platform administration release notes.......................................................................96
Now Platform App Engine release notes.........................................................................103
Now Platform capabilities release notes......................................................................... 111
Now Platform User Interface release notes..................................................................... 138
Service Management release notes................................................................................139
Security Operations release notes.................................................................................... 140
Software Asset Management release notes................................................................... 146
Release notes summaries for New York features....................................................................... 151
Upgrade information for all New York features and products...................................... 151
New features and products in New York.........................................................................160
Changes to New York features and products................................................................ 164
Removed features and products in New York................................................................ 166
Activation information for all New York features and products.................................... 167
Additional requirements for all New York features and products................................. 177
Browser requirements for all New York features and products......................................177
Accessibility information for all New York features and products................................. 178
Product localization information in New York................................................................. 180
Available versions (New York)...................................................................................................... 180
New York security and notable fixes................................................................................ 181
All other New York fixes......................................................................................................244
ODBC Driver patch release notes.................................................................................... 331
Upgrade to New York................................................................................................................... 334
Upgrade your instance...................................................................................................... 338
Upgrade and migration tasks by application or feature...............................................351
Upgrade planning checklist (New York)..........................................................................360
Upgrade to New York from Kingston.......................................................................................... 365
Release notes for upgrade from Kingston to New York................................................. 366
New York user interface.....................................................................................................367
Notable changes for upgrades from Kingston to New York..........................................372
Changes to plugins............................................................................................................ 394
Browser support in New York.............................................................................................420
Upgrade to New York from London............................................................................................421
Release notes for upgrade from London to New York...................................................422
New York user interface.....................................................................................................423
Notable changes for upgrades from London to New York........................................... 429
Changes to plugins............................................................................................................ 446
Browser support in New York.............................................................................................472
Changes to plugins in the New York release.............................................................................473
Browser support..............................................................................................................................500
Exceptions to browser support.......................................................................................... 501

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. iii
Accessibility and compliance......................................................................................................501
Index......................................................................................................................................................... 502
ServiceNow New York New York release notes

New York release notes


The ServiceNow® New York release contains new functionality and fixes to existing functionality.
Patch releases and hotfixes provide problem fixes and are released on an as-needed schedule.

Path to successful upgrades

Learn - Find out what's new and changed in New York

• Release notes summaries for New York features


• Features and changes by product
• Changes to plugins in the New York release
• Browser support
• Accessibility and compliance

Prepare - Choose your target version and prepare for your upgrade

• Available versions (New York)


• Upgrade and migration tasks by application or feature

Upgrade - Review the upgrade process and upgrade your instance

• Upgrade to New York


• Upgrade your instance
• Upgrade planning checklist (New York)

Features and changes by product


Review the new features and changes in this release by product.

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ServiceNow New York New York release notes

New features and products in New York

The New York release includes new features and products.


• Dynamic Translation
• Guided App Creator
• ITOM Visibility
• ITOM Health
• Investment Funding
• Instance Data Replication
• Mobile Onboarding app
• Now Mobile app
• Vendor Manager Workspace

Updated features and products

Other products were changed and updated in the New York release. For more information, refer
to the release notes topics, which are organized by product area.

Analytics, Intelligence, and Reporting release notes


Analytics, Intelligence, and Reporting have new and updated features in the New York release.

Dashboards release notes


ServiceNow® Dashboards product enhancements and updates in the New York release.

New York upgrade information

Responsive dashboards enabled by default on upgrade to New York


Responsive dashboards are now enabled automatically upon upgrade to New York. Responsive
dashboards have a more intuitive interface and are easier to share and edit than non-responsive
dashboards. For more information, see the following topics:
• Differences between homepages and responsive and non-responsive dashboards
• Working with responsive dashboards

If your instance requires non-responsive dashboard functionality, you can disable responsive
dashboards.

New in the New York release

Multiple element selection on breakdown dashboards


On breakdown dashboards, users can select breakdown elements to filter the visualizations on
that dashboard. You can now filter certain widgets and reports on these dashboards by more
than one breakdown element. Previously you could filter breakdown dashboards by only one
breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is
configured with the Incident.Category breakdown source, you can filter the dashboard by the
Inquiry/Help, Network, and Software categories.

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ServiceNow New York New York release notes

For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.

Activation information

Now Platform® feature active by default.

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ServiceNow New York New York release notes

Accessibility information

Accessibility has been improved in the following areas:


• The Dashboard overview page search box focus is more visible.
• Edit widget, invite new users, and export to PDF functionality accessible at 200% zoom.
• Insufficient color contrast fixed throughout dashboards, including messages, search boxes,
widget icons, and sharing panel.

Related ServiceNow applications and features

Performance Analytics
Performance Analytics is an in-platform Analytics application that enables you to create
management dashboards, report on KPIs and metrics, and answer key business questions to help
increase quality and reduce the costs of Service Delivery.
Reporting
ServiceNow® Reporting enables you to create and distribute reports that show the current state
of instance data, such as how many open incidents of each priority there are.
Predictive Intelligence
Predictive Intelligence is a platform function that provides a layer of artificial intelligence that
empowers features and capabilities across ServiceNow applications to provide better work
experiences.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a
messaging interface.

Natural Language Understanding release notes


ServiceNow® Natural Language Understanding is a new platform capability in the New York
release.
Natural Language Understanding (NLU) provides an NLU model builder and an NLU inference
service that you can use to enable the system to learn and respond to human-expressed intent.
By entering natural language examples into the system, you help it understand word meanings
and contexts so it can infer user or system actions.

Natural Language Understanding features

NLU model builder


Use the NLU model builder to create morphological representations of language. These models
enable you to identify intents (what you want to do or what you want your application to
handle) and entities (the context or details for an action) expressed in natural language. Any
ServiceNow application can invoke an NLU model to get an inference of intents and entities in
a given utterance. For a description of this tool and how you can use it, see Natural Language
Understanding.
Create an NLU model

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ServiceNow New York New York release notes

Create an NLU model that the system uses to recognize and process user utterances, intentions
(intents), and objects of, or contexts for, an action (entities). Train the model dataset iteratively
using utterance examples so that the system predicts the optimal intent output for a new
utterance.
Create an NLU intent
Create one or more intents for your NLU model based on utterance examples of what a user
might say related to the intent.
Create a simple entity
Create one or more simple entities from words in your utterance examples. An entity is an object
of, or context for, an action.
Annotating entities
When you create an NLU entity, you can annotate it with synonyms and other definitions. Learn
the details required for you to annotate list and pattern entities properly.
Using regular expressions in entities
Learn how to use regular expressions in your NLU entities to create patterns that help the system
match, locate, and manage certain text.
Train and test your NLU model
Train and test your model iteratively so that its intents and entities are validated and compiled,
and your model is assigned a version number.
Publish your NLU model
Publish your model so that its most recent version is active.

Activation information

Activate the NLU model builder


Activate two natural language understanding (NLU) plugins and the Predictive Intelligence
plugin so that Natural Language Understanding is active in your instance.

Browser requirements

For optimal performance on the Now Platform, use the NLU model builder in the latest release of
Chrome, Safari, Firefox, and Edge. NLU model builder isn't supported in Internet Explorer.

Accessibility information

All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and screen reader
support. Accessibility details for NLU utterances and entity annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words in the utterance.
Pressing the Space or Enter key on a word opens the picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item in the left panel of the
picker.
• For the first listed entity in the picker, the Right arrow selects the first item in the next panel to
the right.

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ServiceNow New York New York release notes

• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to the first item in the
next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word and extends the
selection range with the Shift + arrow keys.

Localization information

Natural Language Understanding is only available in the English language.

Related ServiceNow applications and features

Virtual Agent
Virtual Agent administrators can configure a Virtual Agent Designer conversation flow to
consume NLU models so that agent chatbots can better understand user statements in the
conversation.
Predictive Intelligence
The NLU inference service is included in the Predictive Intelligence plugin.

Performance Analytics release notes


ServiceNow® Performance Analytics product enhancements and updates in the New York
release.
ServiceNow® Performance Analytics is an in-platform Analytics application that enables you to
create management dashboards, report on KPIs and metrics, and answer key business questions
to help increase quality and reduce the costs of Service Delivery.

New in the New York release

Multiple element selection on breakdown dashboards


On breakdown dashboards, users can select breakdown elements to filter the visualizations on
that dashboard. You can now filter certain widgets and reports on these dashboards by more
than one breakdown element. Previously you could filter breakdown dashboards by only one
breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is
configured with the Incident.Category breakdown source, you can filter the dashboard by the
Inquiry/Help, Network, and Software categories.

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 10
ServiceNow New York New York release notes

For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.

Performance Analytics and Reporting for Agent Workspace


The Performance Analytics and Reporting product for Agent Workspace integrates certain
visualizations from widgets and reports to show views into current-state data or key performance
indicators over time. An admin configures widgets and reports for agents to view on dashboards.
Agents can see their cases by way of trend line, column, and score visualizations within Agent
Workspace.

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 11
ServiceNow New York New York release notes

Changed in this release

Improved time series aggregation support


You can now apply a year-to-date or a by-year time series aggregation to indicators that have
daily or weekly data collection. For example, if you create a widget for the "Number of open
incidents" indicator, which has daily data collection, you can select By year SUM for the time
series aggregation for that widget.
Time series widgets with the relative compare visualization support breakdown dashboards

If you have a time series widget with the Relative Compare visualization, and you put it on a
breakdown dashboard, you can now configure the widget to follow the breakdown elements
that a dashboard user selects. Previously, time series widgets with the Relative Compare
visualization could not follow elements on breakdown dashboards.
For more information about breakdown dashboards, see Using breakdowns on dashboards.

Domain separation with Spotlight


Spotlight jobs now follow the access, visibility, and domain hierarchy of the Spotlight group Run
as user. You can thus enforce data separation between business entities, customers, or sub-
organizations that use Spotlight.
A user sees only the Spotlight records that reference the evaluated records within the domains of
that user.

Spotlight: Copy Spotlight group to other domains


You can copy a Spotlight group to other domains. This feature saves you from having to create
the Spotlight group manually multiple times for multiple domains.
Spotlight: Copy Spotlight group to breakdown elements
You can copy a Spotlight group to multiple elements of one breakdown. This feature saves
you from having to create the Spotlight group manually multiple times for multiple breakdown
elements.

Removed in this release

On interactive breakdown dashboards, the dropdown list that allows you to select only one
breakdown element is removed on upgrade. This list is replaced with a new menu that allows
multiple elements to be selected. For more information, see the "New in the New York release"
section.

Activation information

Now Platform® feature — Complimentary Performance Analytics for Incident Management is


active by default.
• Full Performance Analytics functionality requires a separate subscription. For more information,
see Get licensed Performance Analytics.

Accessibility information

Accessibility has been improved in the following areas:

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ServiceNow New York New York release notes

• Color contrast increased on multiple UI elements in widgets and the Analytics Hub.
• Zoom size on Analytics Hub.
• Screen reader support improved.
• Analytics Hub popup buttons can be closed using esc.
• Hover and focus improved.

Related ServiceNow applications and features

Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.

Predictive Intelligence release notes


ServiceNow® Predictive Intelligence product enhancements and updates in the New York release.
Predictive Intelligence is a platform function that provides a layer of artificial intelligence that
empowers prediction and similarity capabilities across ServiceNow applications to provide better
work experiences. Previously named Agent Intelligence, it has expanded its machine-learning
frameworks, infrastructure, and consumption across the Now Platform®. For more information on
the feature, see Predictive Intelligence.

New York upgrade information

The quick start tests for Predictive Intelligence are recommended for any upgrades.

New in the New York release

Homepage
The Homepage appears in the application navigator when you navigate to Predictive
Intelligence, and includes a summary of frameworks for classification, similarity, and clustering
solutions. You can create, train, and test solutions directly from the page so you can quickly
understand the basic functionality of how a machine-learning solution works. A summary of the
latest trained solution is also available.
Clustering framework
The clustering framework takes a large group of records, such as historic incidents, and groups
them based on how similar they are based on specific fields that you configure. The system
automatically assigns these records to existing clusters as new records come in based on a
configured frequency, and are reclustered at periodic intervals. A scatter plot is provided so you
can visualize active clusters, and APIs are available to access current cluster assignments. To see
how clustering can help you to more easily identify major incidents by grouping similar incidents
together, see Create and train a clustering solution
Quick start tests for Predictive Intelligence

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ServiceNow New York New York release notes

Test whether Predictive Intelligence works after changes like upgrades or new applications.
Run quick start tests to verify that Predictive Intelligence still works. If you customized Predictive
Intelligence, you have to copy the quick start tests and configure them for your customizations.

Changed in this release

Centralized prediction server


A new centralized prediction service is now used for predictions in a shared service architecture
with increased memory. Hosted in multiple datacenters and able to run multiple models
simultaneously, this architecture enables the system to support larger-sized models, as well
as customer-independent models such as Syntaxnet, which is required for natural language
understanding.
Removal of classification class limit
In previous releases, the threshold for classification solution processing was set to 50 classes per
solution. In this release, the fixed limit of 50 classes per solution is removed so that all classes can
be modeled for a given dataset.
Visualization for classification solution statistics
A custom bubble chart is provided for better visualization of statistics for trained solutions so you
can compare the coverage-to-precision measures of individual classes and their relative sizes
and identify any classes that require retuning.
International language support
Previous releases supported these languages for classification solutions: English, French, German,
Japanese, Dutch, Spanish, and Italian, while similarity solutions were available only in English. In
this release, Italian and Brazilian Portuguese are also supported, and all of these languages are
collectively supported for both classification and similarity solutions.
Word corpus creation
The word corpus is now a reusable object that you can apply to your similarity or clustering
solution so it can compare similar records in a table or across multiple tables. For example, in
a similarity solution you can locate similar resolved incidents to help agents resolve incoming
incidents. To see how a word corpus can help you locate relevant KB articles to resolve a given
incident, see Create and train a similarity solution.
Comparing different document types
Similarity solutions are enhanced so you can compare different record and document types
across multiple tables, such as an incident record and a knowledge article. Specific techniques
are also developed that enable the system to compare small text with large text.

Activation information

Predictive Intelligence is included in the following packages: ITSM Professional, CSM Professional,
HR Professional, HR Enterprise, ITOM Standard, ITOM Professional, ITOM Enterprise, ITAM Professional,
and Standalone Event Management. When you subscribe to any of these packages, you can
activate Predictive Intelligence on your production instance.

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ServiceNow New York New York release notes

Browser requirements

For optimal performance on the ServiceNow platform, use Predictive Intelligence in the latest
release of Chrome.

Localization information

You can specify international languages for processing in both classification and similarity solution
definition forms. All languages you choose in these forms are applied and persist during solution
training and prediction.

Related ServiceNow applications and features

Agent Workspace
Agent Workspace administrators can configure Predictive Intelligence machine learning
solutions as search sources in the Agent Assist button on the Agent Workspace Contextual
Sidebar. Predictive Intelligence can help to surface similar incidents, cases, and problems for
agents using a combination of contextual search and machine learning.
Natural Language Understanding
The Natural Language Understanding inference service is included in the Predictive Intelligence
plugin.

Reporting release notes


ServiceNow® Reporting product enhancements and updates in the New York release.
With Reporting, you can create and share visualized reports on the current-state metrics that
matter for your business objectives.

New in the New York release

Performance Analytics and Reporting for Agent Workspace


The Performance Analytics and Reporting product for Agent Workspace integrates certain
visualizations from widgets and reports to show views into current-state data or key performance
indicators over time. An admin configures widgets and reports for agents to view on dashboards.
Agents can see their cases by way of trend line, column, and score visualizations within Agent
Workspace.

Changed in this release

Predict transform supported in MetricBase


You can choose to graph predicted data alongside real data. The Predict transform compares
the predicted time-series data generated by a model to real data.
Column view access control for list reports
To protect sensitive data, a system property allows an admin to prevent users from adding
certain columns to list reports. This ensures that specified users or groups aren’t able to view
or export this data in reports. The glide.report.add_to_list_supported property enables the

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ServiceNow New York New York release notes

add_to_list#unique_59/unique_59_Connect_42_table_scf_z22_2r ACL for the Available list when


you configure a list report.
Improved visualizations
Improved color contrast and modernized visualizations in the Performance Analytics and
Reporting applications create a more consistent user experience.

Activation information

Now Platform® feature active by default.

Accessibility information

These accessibility items are improved in this release:


• The Reports list home page search box focus is more visible.
• In Report structure, default state icon buttons Add redirect URL and Close report structure have
higher contrast when accessibility is enabled or disabled.
• When creating reports, contrast is improved on the default message shown in the Data tab.
• Information panel in the Report Designer is scrollable when zoomed in 200%.

Related ServiceNow applications and features

MetricBase
The MetricBase application uses Reporting to generate reports. MetricBase stores time-series
data measured at a specified sampling rate.
Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.

Virtual Agent release notes


ServiceNow® Virtual Agent product enhancements and updates in the New York release.

New York upgrade information

• Migrating Virtual Agent topics: Conversation topics created in the Madrid release are fully
supported in this release and do not change during upgrade. After upgrade, you can
continue to develop and use keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language Understanding (NLU)
model to your Virtual Agent conversations. NLU models provide your virtual agent with the
information it needs to understand and process user statements in a conversation. The CSM,
HR Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU models, along with
predefined conversation topics. To learn more, see Get Started with NLU in Virtual Agent.

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ServiceNow New York New York release notes

• Defining a Service Portal Agent Chat Configuration: After upgrading, if you define a Service
Portal Agent Chat configuration, you must remove any previously installed Virtual Agent
Service Portal widgets from portal pages.
The Service Portal Agent Chat configuration enables users to run Virtual Agent and Live Agent
on all pages of selected service portals. This means you no longer need to retain the legacy
Virtual Agent Service Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.

New in the New York release

Natural Language Understanding in Virtual Agent


Apply a Natural Language Understanding (NLU) model to your topics so that your virtual agent
can better understand and process user statements during virtual agent conversations. Your
virtual agent recognizes and maps user utterances (statements) to specific intents (user goals)
and associated entities (objects or values) defined in an NLU model. The CSM, HR Service
Delivery, and ITSM applications provide base system NLU models and associated predefined
topics.
With NLU enabled, your virtual agent can perform:
• Topic discovery: Determine what a user wants (intent) and launch the appropriate
conversation topic that maps to the user intent. A topic has a single intent that you specify in
Virtual Agent Designer.
• Entity extraction: Extract the object for an action from a user statement during a conversation,
for example, a laptop model, case number, or person's name. The virtual agent then matches
the extracted entity with the input variable that fulfills or completes the action, without
prompting the user for additional information.
• Conversation switching: Users can change the topic during a conversation. If an intent exists
for the switched topic, your virtual agent finds and presents the appropriate topic. You can
also allow users to resume the original conversation.

Standard conversational elements for topics


Select basic conversational elements (like a standardized greeting) that apply to all your topics
as part of a standard conversation framework. The Virtual Agent platform provides these prebuilt
topics:
• Setup topics (also known as conversation blocks): Common, reusable conversational
elements automatically applied to all your Virtual Agent conversations, such as the welcome
greeting or a standard error message presented to the user. Each setup topic displays at the
appropriate point in a conversation flow, for example the initial greeting or the conversation
closing. You can also create your own custom setup topics. Setup topics apply to keyword-
based or NLU conversations.
• Small talk topics: Casual conversations that enable users to chat with the virtual agent on
other topics within a conversation, for example to ask for the time or date. You can create
your own small talk topics to provide responses to casual questions, such as information on
store hours. Small talk topics require corresponding intents, which you define in an NLU model.

Topic categories
Create or modify custom categories to classify and organize related conversation topics for
easier topic management.
Integration with IBM Watson Assistant

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ServiceNow New York New York release notes

• IBM Watson Assistant Intent and Entity Integration: Use the intents, entities, and utterances
(called examples) defined in the IBM Watson NLU service and apply them as an NLU model
for your Virtual Agent conversations.
• IBM Watson Assistant Chat integration: Configure the IBM Watson Assistant Chat integration to
run a dialog skill (conversation) created in IBM Watson Assistant as a topic in the Virtual Agent
web client.

NLU prediction log


When designing or debugging NLU-enabled topics, check the Open NLU Predict Log table
to review the NLU prediction scores returned by the NLU service during topic discovery (intent
matching) and entity extraction.
Reviewing topics in conversation flows
When reviewing or debugging topics, check the Conversation [sys_cs_conversation] table
for details on the conversations run in your instance. For each conversation record, the
Conversation Task [sys_cs_conversation_task] table lists all the topics run during a conversation
session. The Conversation Message [sys_cs_message] table shows the corresponding messages
displayed for each topic in the conversation. For example, you can view the sequence of topics
in the conversation at a specific time.
Open NLU Resource API
Use the Open NLU Resources REST APIs to get information about NLU models and their intents,
entities, and utterances, outside of the Virtual Agent platform.
Messaging integration with Facebook Messenger
Set up the Virtual Agent integration for the Facebook Messenger application. Admins control
whether end users must link their ServiceNow accounts to the Messenger integration before users
can run the Virtual Agent bot in Facebook Messenger.

Changed in this release

Virtual Agent client interface (end user) enhancements

• web client interface:


• + option for starting or ending a conversation, which was formerly available in the More
options menu.
• Topic search and pagination controls
• New color theme and heading for Live Agent chat interface
• Attachment and send icon for uploading image attachments during Live Agent chat.

• New commands for bot conversations in messaging integrations: help (provides a short list of
useful commands), agent (transfer to live agent), and logout (unlink a ServiceNow account
from a messaging integration).

Virtual Agent admin configuration and topic authoring enhancements

• Conversation settings: In the General Settings, use the Setup Topics tab to select and
configure setup topic elements for your conversations. Use the NLU Settings tab to enable NLU
for your instance.
• Virtual Agent Designer:
• Topics page opens in a platform window (navigate to Collaboration > Virtual Agent >
Designer).

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ServiceNow New York New York release notes

• Topic management features: Topics page provides additional filters for organizing and
viewing your topics. You can also create or modify topic categories to group related
topics.
• NLU properties in Topics Property page: When NLU is enabled, you can set NLU properties
for the topic. Select the NLU Model for the topic and the Associated Intent that maps
to the topic. You can enable the Resume topic flow feature to let users to return to the
original topic after conversation switching occurs.
• NLU fields in property sheets for Input controls: For the Text, Static Choice, Reference
Choice, Boolean, Date Time, and Carousel controls, you can enable NLU and entity
extraction at the node level. You can specify the Associated Entity for the control, select
Enable NLU at Input Node to allow text input at the node level, and select Confirm Entity
Recognition to ask the user to confirm the entity value extracted by your virtual agent.

• The context variable vaContext.deviceType is available for identifying a Virtual Agent


messaging channel in scripts. For example, vaContext.deviceType === 'slack' identifies
the Slack messaging channel.

Messaging integration configuration changes

• Adapter Configuration page: Features three tabs for reviewing and configuring Commands
(formerly called Keywords), Bot Messages, and System Messages.
• Uninstall the Virtual Agent integration from Slack: Use the Uninstall option on the Messaging
Apps Integration page to remove a Slack messaging integration from an instance.
• Redirect user authentication to a Service Portal: After installing a Virtual Agent messaging
integration, you can specify a Service Portal in which end users complete the user
authentication step, instead of in their ServiceNow instance. End users working with the bot
for the first time complete authentication before continuing with the bot in the messaging
application.
• Control topic visibility in Virtual Agent messaging channels: Exclude a topic from a Virtual
Agent messaging channel by using a condition script that controls the visibility of that topic in
the channel. The condition uses the vaContext.deviceType context variable to identify the
messaging channel (Slack, Microsoft Teams, Workplace, or Facebook Messenger) from which
the topic is excluded.
• HTML bot response control for messaging integrations: Supports relative URL links.

Activation information

Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate the Glide Virtual
Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically
activates other necessary plugins if they are not already active. You can activate this plugin only if
you have a subscription to Virtual Agent.
For other conversation design features that you can activate, see Additional plugins for Virtual
Agent.

Browser requirements

Use Virtual Agent Designer on modern browsers such as Chrome or Edge. Virtual Agent Designer is
not supported on Safari and older versions of Internet Explorer (such as IE11) browsers.

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ServiceNow New York New York release notes

Related ServiceNow applications and features

ServiceNow Natural Language Understanding


Virtual Agent integrates with ServiceNow Natural Language Understanding, which provides
an NLU model builder and an NLU inference service that enables virtual agents to understand
and respond to human-expressed intent. You can create custom ServiceNow NLU models that
Virtual Agent uses to recognize and process user utterances, intentions (intents), and objects of,
or contexts for, an action (entities).
Predefined Virtual Agent topics and ServiceNow NLU models
Customer Service Management, Human Resources Service Delivery, and IT Service
Management provide prebuilt Virtual Agent conversation topics and ServiceNow NLU models.
If you enable NLU, your virtual agent uses the utterances, intents, and entities defined in the
ServiceNow NLU models to process and understand user statements in predefined Virtual Agent
conversations.
Agent Chat in Service Portal
Enable users to initiate and maintain an Agent Chat (Virtual Agent and Live Agent) conversation
in any portal page.

Customer Service Management release notes


Customer Service Management has new and updated features in the New York release.

Customer Service Management release notes


ServiceNow® Customer Service Management product enhancements and updates in the New
York release.

New in the New York release

Service-aware install base

• Product models for services: Create service product models to represent all of the services
your organization wants to monitor. A service model is a class of product models to define
Software as a Service (SaaS) products.
• Install base set up: Enable customer service agents to easily trace issues back to the right
product, instances of that product, or other entities by capturing a customer's install base. An
install base lets you track which products and services have been purchased, how they have
been installed or provisioned, and the detailed configuration of each item.

Proactive customer service operations


Proactively create cases from alerts, either manually or through automation. Identify customers
and their corresponding install base items affected by the issue causing the alert. When multiple
customers are affected, you can resolve these cases using the major issue management
process.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile
application. Stay connected and access case information to complete tasks quickly. Available
for customer service agents.

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ServiceNow New York New York release notes

Create cases on behalf of customers


Enable internal users in an organization to create and manage cases on behalf of customers.
These internal users are typically in customer-facing roles such as sales and services. From the
Customer Service Portal, internal uses can also follow up on cases that they have created.
Predictive Intelligence assistance with case creation
Use machine learning algorithms to determine field values when creating a case, such as the
category or priority. The Predictive Intelligence feature bases these values on data that the user
enters when creating a case.
Rules to identify skills for work items
Use rules to automatically identify skills that are required for work items.
NLU models for Customer Service Virtual Agent conversations
Integrate Natural Language Understanding (NLU) models with your Virtual Agent chatbot topics
to enable the chatbot to assess user intent and provide responses based on the context of the
conversations.
Integrate Customer Service Virtual Agent with Facebook Messenger
Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot
conversations in the messenger.
Case digests
Proactively provide updates about high priority customer service cases to customers and
internal stakeholders. Send periodic case updates while the case is in progress using case action
summaries. Provide a post case review document for a resolved case that captures details
about the issue, root cause, resolution, and preventive measures.
Major Issue Management extension point
Use the sn_customerservice.CSMCaseSync extension point to customize the logic for major issue
management parent-child case synchronization.
Automatically close cases in the Resolved state
Use the Auto Close Resolved Cases Flow Designer flow to automatically close resolved cases if
customers do not respond within a specified time.
Agent Workspace for CSM landing pages
Configure landing pages in Agent Workspace for CSM for use by different agent teams. These
pages can give the agents an overview of their high priority cases, assigned cases in various
states, as well as cases assigned to their assignment groups.
Agent Workspace for CSM third-party data integration
Retrieve data from third-party applications at run-time and present the data in Agent
Workspace for CSM without having to store it in your ServiceNow instance. From Agent
Workspace for CSM, open a third-party application UI page in a new browser tab or iframe.
Agent Workspace enhancements and updates
View a list of Agent Workspace platform enhancements and updates that are available in
Agent Workspace for CSM.
Respond to cases using quick messages
Use Quick Messages to insert predefined content (a signature, for example) into an email when
replying to a case. Users using these templates saves time when replying to cases.
Configure signatures in quick messages and email client templates

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ServiceNow New York New York release notes

Configure signatures in outgoing emails by using $current_user reference while configuring quick
messages and email client templates.
Respond to cases using reply, reply all, and forward options
Respond to cases using the Reply, Reply All, and Forward options within Case forms. This
enhances the agent experience because it works like email clients they already use.
Create rules for incoming emails and create and assign cases
Define your email-related business processes using inbound email flows. Define rules to create
and assign cases to specific teams once you receive an email on a specified support email
address. Use the visual flow designer to configure email flows for your business needs.
Change password for Customer Service portal user
You can change login password to access the portal using the Change Password option.
Changing password periodically helps a user protect and reduce the risk of people accessing
user accounts.
Contextual search while creating a case in the Customer and Consumer Service Portals
When you create a case and enter the case details, related content from knowledge articles in
both the customer and consumer service portals are displayed. You can easily identify content
relevant to the case without having to go to a separate portal.
Improved navigation in the Customer and Consumer Service Portals
Access knowledge applications and content widgets from Knowledge and Communities directly
from customer and consumer service portals, saving time because you don't have to log into
separate portals to get useful information.
Enhancement to the user registration process for signing in to the Consumer Service Portal
Enable a two-step registration process in the consumer service portal. After sign-up, an email
verification link is sent to the specified email address. Once verified, users can log in with their
two-step credentials, enhancing the security of their account.
Password reset in the Customer and Consumer Service Portals
The Forgot Password option allows you to reset your password from both the customer and
consumer service portals. This option helps you when you have forgotten your password or have
accidentally entered a wrong password three times and have been locked out of your account.
Bot-based sessions separated out from usage reports in the Customer and Consumer Service
Portals
Reduce costs for your customers by charging them only for live sessions. Bot-based sessions are
separated out and not included in usage reports for both Customer and Consumer Service
Portals.
Continual Improvement Management (CIM) with CSM
Use the Continual Improvement Management (CIM) application with Customer Service
Management to request improvement opportunities and to implement phases and tasks to
meet performance goals, track progress, and measure success.
Quick start tests for Customer Service Management
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Customer Service Management still works. If you customized Customer Service
Management, copy the quick start tests and configure them for your customizations.

© 2019 ServiceNow, Inc. All rights reserved.


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ServiceNow New York New York release notes

Changed in this release

OpenFrame configuration
The following changes have been made to the OpenFrame configuration:
• The navigation path to configure OpenFrame has changed from System Properties >
OpenFrame to OpenFrame > Configurations.
• The icon class for Open Frame configuration only supports the phone and video icons.

OpenFrame agent presence


The following changes have been made to OpenFrame Agent Presence:
• The OpenFrame Agent Presence module has been added to the OpenFrame application to
enable the display of agent availability in Agent Workspace.
• The Presence field in the OpenFrame Agent Presence record gets updated when the agent
presence is set in workspace CTI.

UI macros installed with OpenFrame


The following changes have been made to UI macros:
• The show_phone UI macro is installed when the Openframe plugin (com.sn_openframe)
is activated and not when the Customer Service CTI Demo Data plugin
(com.snc.customerservice_cti_demo) is activated.
• The show_phone_customer_service UI macro is installed when the Openframe plugin
(com.sn_openframe) and Customer Service plugin (com.sn_customerservice) is activated.

UI macros for CTI integration to make calls


If you are using a third-party provided CTI application, then you can integrate with the
show_phone UI macro to make calls.
Comments and file attachments in Virtual Agent conversations
After you upgrade to the New York release, file attachments and comments that you add during
a Virtual Agent conversation are added to the case record. In releases prior to New York, the
attachments and comments are displayed in the chat window.
Roles for using response templates
Customer service agents (sn_customerservice_agent) inherit the response template reader role
(sn_template_snip.template_snippet_reader) and can access response templates assigned to all
groups to which they belong. Customer service managers (sn_customerservice_manager) inherit
the response template author role (sn_templated_snip.template_snippet_writer) and can create
response templates.
CSM dashboard enhancements
The Proactive Customer Service Operations dashboard helps managers track key performance
indicators (KPIs) to understand how proactive they were in identifying and communicating issues
that impact customers.
Agent Workspace for CSM enhancements

• View the account hierarchy on the Case form. Expand and collapse the hierarchy and click
an account to view the account details in a sub tab.
• For cases that are created from a community discussion, customer service agents can view
and respond to the discussion from the case form.

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 23
ServiceNow New York New York release notes

• The timeline ribbon component supports both contacts and consumers.


• The list panel includes a section for Major Issue Management and a filtered list of accepted
major cases.
• View the Knowledge Gaps and Child Cases related lists on the Case form.
• View the Task SLAs and Approvers related lists on the Escalation form.

Roles for Customer Service Management integration with Service Management


Assign roles that enable customer service agents to view and create incident, problem, change,
and request records for customer service cases.
Provide read access to problem, change, and request records for cases from the Customer and
Consumer Service Portals
External customers with read access to customer service cases can view the case-related
incident, problem, and change records. For problems, customers have read-only visibility to
problems related to cases for their account. System administrators can define the problem view
for external customers.
Create requests from the Customer and Consumer Service Portals
Contacts and consumers can browse the service catalog, make selections, and submit requests
from the Customer and Consumer Service Portals. If a case is opened as a result of a request,
the system enables the Initiated as request field on the Case form.
• With the case manager role, contacts can create and view requests for themselves or on
behalf of other contacts from the same account.
• With the customer admin role, contacts can create and view requests on behalf of child
accounts.
• With the partner role, contacts can create and view requests for other accounts.

Case tasks use the CSTASK prefix


When you create a task for a customer service case, the system generates a task number with
the CSTASK prefix. Case tasks included as part of the Customer Service Management Demo
Data plugin also use the CSTASK prefix. Case task records are stored in the Case Task table
(sn_customerservice_task).
Following upgrade to the New York release:
• New case tasks use the CSTASK prefix.
• Existing case tasks, regardless of state, use the TASK prefix.

Case enhancements
End users can close cases from the Customer and Consumer Service Portals. After closing a
case, the system redirects the user to a survey.
Enhancement to the Customer Service Management and Customer Service Portal landing pages
Widgets such as Most Viewed Articles and Most Useful Articles with metadata have been added
to the landing pages.
URLs from the Customer Service Management and Customer Service Portal pages redirected to
the relevant content pages
Link to Knowledge in the main page takes you to the kb_home page which is the desired
content page.
Enhancement to the consumer registration page
The consumer registration page has been enhanced for better user experience.

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 24
ServiceNow New York New York release notes

Enhancement to antivirus scanning for attachments


While creating cases, antivirus is enabled and attachments are scanned and notified.

Activation information

You can activate the Customer Service Management plugin (com.sn_customerservice) if you
have the admin role. This plugin includes demo data and activates related plugins if they are not
already active.

Accessibility information

Customer Service Management conforms to WCAG-AA, starting with the New York release.

Related ServiceNow applications and features

Agent Workspace
Agent Workspace for CSM is a customer service-specific implementation of ServiceNow® Agent
Workspace. This configurable service desk application provides agents with an integrated and
graphically intuitive user experience.
Communities
From the Customer and Consumer Service Portals, enable your customers to connect, engage,
and collaborate using the ServiceNow® Communities application. Customer service agents can
create cases from community discussion threads and resolve cases with community content.
Field Service Management
Customer Service Management includes an integration with the Field Service Management
application. With this integration:
• Field service technicians can view customer account and contact information on work orders
and work order tasks in the Field Service Management application.
• Customer service agents can create work orders from cases in the Customer Service
Management application.
• Customers and consumers can view case-related work orders from the Customer Service and
Consumer Service Portals.

Knowledge Management
From the Customer and Consumer Service Portals, enable your customers to search for shared
information using the ServiceNow® Knowledge Management application. Customer service
agents can resolve cases with knowledge content.
Service Management applications
Customer Service Management includes an integration with the Incident, Problem, Change,
and Request Management applications. This integration enables users to create incident,
problem, change, and request records from customer service cases. Customers can also submit
requests from the Customer Service Portal.
Financial Management

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 25
ServiceNow New York New York release notes

Customer Service Management includes an integration with the Financial Management


application. This integration provides cost allocations for Customer Service Management, which
you can view on the Financial Management workbench.

Note: The Financial Management For CSM plugin


(com.snc.financial_management_for_csm) is no longer available for direct activation
by the system administrator. You can request this plugin through the HI Customer Service
system.

Communities release notes


ServiceNow® Communities product enhancements and updates in the New York release.

New in the New York release

Featured content
"Pin"content that you want to highlight it within the community. Add or edit featured content in
a community to appear in the Featured Content section on the community homepage, forum
homepage, or both.
User mentions
Draw attention to content in a community by mentioning other community users in a post.
By identifying a user in a post, they'll be notified, which will encourage them to engage with
community content.
Email a community user
Send a private email message to a community user directly from the community.
Move forum content
Move community content posts from one forum to another if, for example, the content is placed
in the wrong forum.
Quick start tests for Communities
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Communities still works. If you customized Communities, copy the quick start tests and
configure them for your customizations.

Changed in this release

Communities dashboard enhancements


Track Forum Key Performance Indicators (KPIs) on featured content in a forum and posts moved
between forums. Track Admin KPIs on the number of posts a user moves and the number of posts
featured.

Activation information

Communities is only available for customers who are licensed for Customer Service
Management. To activate Communities, activate the Customer Communities plugin
(com.sn_customer_communities).

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 26
ServiceNow New York New York release notes

To implement knowledge harvesting, activate the Knowledge Management Service Portal plugin
(com.snc.knowledge_serviceportal).
To use the Communities dashboard, activate the Performance Analytics — Content Pack —
plugin (com.snc.pa.communities).

Accessibility information

Communities conforms to WCAG-AA, starting with the New York release.

Related ServiceNow applications and features

Customer Service Management


To engage your internal experts and encourage them to reply to discussion threads, you can
create cases directly from community questions.
Knowledge Management
Harvest knowledge from a community and create structured knowledge articles from
unstructured discussions about questions or posts.

Field Service Management release notes


ServiceNow® Field Service Management product enhancements and updates in the New York
release.

New York upgrade information

When you upgrade your mobile application, you may have to migrate customizations from earlier
releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for deprecation.

New in the New York release

Field Service Mobile

• Plan your schedule using the Field Service mobile application


Create an event on the team calendar. Add events for yourself and display your availability
to team members.
• Analyze all work orders on an asset using the Field Service mobile application
Scan an asset to view its work history and the upcoming work orders. You can also create a
work order for an asset.
• Access information about your team on the mobile app
Know when your team members are on-site working on a task and if they are on schedule to
complete their tasks. You can connect with them by calling or sending a text message.

Allow agents to start traveling before their scheduled work hours

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 27
ServiceNow New York New York release notes

Support flexible work types by allowing agents to start traveling before their scheduled work
hours. For example, you may want to add travel time outside of work hours for your contract or
on-demand employees and not for the full-time employees. When you optimize agent routes,
the system takes into consideration travel time that falls outside of work hours.

Enhancement to calculate estimated travel time and distance


Use the Google Maps API or straight-line estimates to calculate the estimated time and distance
it takes for an agent to get to a task location.

Estimate travel duration


The estimated duration of travel for a task is updated when you assign a task to an agent,
change the order of tasks in an agent's queue, or change the start date and time for the task.

Property to set the duration for updating agent geolocation history


Set the duration (in minutes) of the latest system update that you want to consider for
calculating the geolocation history of the agent relative to current time.

View distance to the task location in Central Dispatch


In the Central Dispatch configuration, enable the Distance to Task field for the team to view how
far away the agent is from the task location.

Dispatch map enhancements


Use enhanced dispatch map views for displaying agent location, tasks, assignment groups, and
for optimizing agent task route.

Quick start tests for Field Service Management


After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Field Service Management still works. If you customized Field Service Management,
copy the quick start tests and configure them for your customizations. New quick start tests
include:
• FSM: Field Service Configuration
• FSM: Planned Maintenance
• FSM: Appointment Booking Configuration

Changed in this release

Transfer order line task


Use transfer order line tasks to move transfer order lines from one stage to another.

Activation information

The Field Service Management (com.snc.work_management) plugin is available as a separate


subscription. This plugin activates related plugins if they are not already active.

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 28
ServiceNow New York New York release notes

Related ServiceNow applications and features

Financial Management
Field Service Management includes an integration with the Financial Management application.
This integration provides cost allocations for Field Service Management, which you can view on
the Financial Management workbench.

Note: The Financial Management For FSM plugin


(com.snc.financial_management_for_fsm) is no longer available for direct activation by
the system administrator. You can request this plugin through the HI Customer Service
system,

Governance, Risk, and Compliance (GRC) release notes


ServiceNow® Governance, Risk, and Compliance product enhancements and updates in the
New York release.
The GRC product offering includes:
• ServiceNow® Policy and Compliance Management
• ServiceNow® Risk Management
• ServiceNow® Audit Management
• ServiceNow® Vendor Risk Management

New in the New York release

GRC term updates


Terms within the core ServiceNow®Governance, Risk, and Compliance (GRC) applications now
conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Management application, policy statements are now control objectives. Within the GRC: Profiles
application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for Governance, Risk, and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as risk and compliance status for your critical assets, vendors, and impacted essential
business services.

Changed in this release

ServiceNow® GRC: Profiles application


Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping
module.

Activation information

Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.

© 2019 ServiceNow, Inc. All rights reserved.


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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 29
ServiceNow New York New York release notes

Related ServiceNow applications and features

ServiceNow Agent App


The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform®
instance.

Governance, Risk, and Compliance product


One of the GRC applications is required on your Now Platform instance so that you can view
and edit GRC incidents on your mobile device.

GRC Policy and Compliance Management release notes


ServiceNow® Policy and Compliance Management product enhancements and updates in the
New York release.

New in the New York release

GRC term updates


Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications
now conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Management application, policy statements are now control objectives. Within the GRC: Profiles
application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for GRC Policy and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as compliance status for your critical assets, vendors, and impacted essential business
services.
Configure the number of days when a policy moves back to the review state
Users with the sn_compliance.admin role can configure the number of days when a policy
should move back to review after reaching the Valid to date.
Request an extension to a policy exception through the ServiceNow Portal
From the ServiceNow® Portal, anyone who has requested a policy exception can request an
extension before the policy deadline. You can request a policy extension only once for a given
policy.

Changed in this release

ServiceNow® GRC: Profiles application


Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping
module.

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 30
ServiceNow New York New York release notes

Activation information

Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.

Related ServiceNow applications and features

ServiceNow Agent App

The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform
instance.

Governance, Risk, and Compliance product


One of the GRC applications is required on your Now Platform instance so that you can view
and edit GRC incidents on your mobile device.

GRC Risk Management release notes


ServiceNow® Risk Management product enhancements and updates in the New York release.

New in the New York release

GRC term updates


Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications
now conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Management application, policy statements are now control objectives. Within the GRC: Profiles
application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for GRC Risk Management
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as risk status for your critical assets, vendors, and impacted essential business services
directly from your mobile device.
GRCAdvanced Risk Application
As a decision-maker, at any level of the business, you can view up-to-date information regarding
your organization's risk posture. Link intermediate risk statements to risks, as well as enterprise-level
risk statements. Your risk management team can provide a rollup of risk statements and scores
from the most granular risk to the highest enterprise-level risk statement. Additionally, as a risk
manager, you can monitor risk events, relate them to existing risks, perform root-cause analysis,
and track all remediation tasks.

Changed in this release

ServiceNow® GRC: Profiles application


Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping
module.

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 31
ServiceNow New York New York release notes

Activation information

Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.

Related ServiceNow applications and features

ServiceNow Agent App

The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform®
instance.

Governance, Risk, and Compliance product


One of the GRC applications is required on your Now Platform instance so that you can view
and edit GRC incidents on your mobile device.

GRC Audit Management release notes


ServiceNow® Audit Management product enhancements and updates in the New York release.

New in the New York release

GRC nomenclature updates


Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications
now conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Management application, policy statements are now control objectives. Within the GRC: Profiles
application, profiles are now entities in all places throughout the Scoping module.

Changed in this release

ServiceNow® GRC: Profiles application


Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping
module.

Activation information

Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.

GRC Vendor Risk Management release notes


ServiceNow® Vendor Risk Management product enhancements and updates in the New York
release.

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ServiceNow New York New York release notes

Changed in this release

Standardized Information Gathering (SIG) Questionnaire Integration


Your vendor contact can upload a prefilled SIG spreadsheet or take a form-based questionnaire
which gets imported to the instance. Links to download a blank SIG template were removed
from the Vendor Portal and from the Vendor Risk Assessment form.

Activation information

Before you run any of the ServiceNow® Governance, Risk, and Compliance (GRC) applications in
your instance, you must download them from the ServiceNow® Store.

HR Service Delivery release notes


ServiceNow® HR Service Delivery product enhancements and updates in the New York release.
HR Service Delivery is an integrated suite of applications designed to create a consumer-like
service experience while increasing HR productivity. Whether it is a simple request for information,
or a multi-departmental process like onboarding, employees have a single place for all their
service needs.

New York upgrade information

• (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR
criteria, a new audience record will be created for that HR criteria and associated with the
activity to define whether the activity should trigger for a lifecycle event case.
• If you are upgrading from the Istanbul release, there is a new field in HR document templates.
The Document type field helps to determine what document displays for a specific HR case.
For example, you can ensure that your Employee Verification letter appears on the Request
an Employment Verification Letter HR case. Because Istanbul did not have this field, you must
create new or select an existing document type for your document templates. See Using
document types with HR document templates.

New in the New York release

Case and Knowledge Management


Standardize the documentation, interaction, and fulfillment of employee inquiries and requests,
improving HR efficiency and services over time.

Now Mobile for HR Service Delivery


Enable your employees to view HR requests, request help, complete HR tasks, and more using
the new Now Mobile app for HR Service Delivery.
E-signature
Sign electronic documents from any desktop or mobile device with e-signature. E-signature
is a scoped application that enables users to sign managed documents, knowledge
articles, or HR document templates with their typed or drawn signature, credentials, or as an
acknowledgment.
Work an HR case

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ServiceNow New York New York release notes

Add an HR task to an HR case


New features for HR case and task are:
• You can now use Rich Text Format (RTF) in the Description field for an HR case or task.
Using RTF for an HR case or task description provides a better user experience so you can
emphasize specific text. It also retains the formatting on the Employee Service Center or
service portal.
• You can allow your employees to respond to HR cases or tasks from a personal email
account. When the sn_hr_core.restrict_guest_email system property is False (default), the
text from an email appears in the Work notes field.

Response templates for HR Service Delivery


You can restrict visibility to response templates by groups. This restriction ensures that the correct
response appears for an HR case and ensures a consistent and efficient process for HR agents
with their responses.
Reclassify an HR case
You have new options when transferring an HR case from one HR service to another. You can
create a new HR case number or retain the original case number when performing a transfer.
You can also create your own configurations.
SAP SuccessFactors integration for employee to-dos
Synchronize employee to-dos between HR Service Delivery and SAP SuccessFactors so that
employees can view and complete their to-dos from either portal.
Auto-close an HR case
You can automatically close an HR case after all to-dos (or mandatory to-dos) are complete.
This option is available for HR services fulfilled by a service activity or lifecycle event.
DocuSign integration
Integrate with DocuSign so that users can electronically sign documents through the DocuSign
service. The integration utilizes the DocuSign spoke from IntegrationHub, and supports the use
of both HR document templates and DocuSign templates. It also includes two preconfigured
HR services for making requests.
Collect employee input with employee forms
Collect employee input without creating additional case records or adding new fields to
existing tables with employee forms. Employee forms are questionnaires built using the survey
designer that you can use in HR tasks to verify or update employee information. The information
collected can be mapped directly to fields on a target table. You can also use HR criteria to
query answers for use in downstream processes, such as for lifecycle event activities.
Configure an HR service
You can now configure HR services with a flow fulfillment type. Using a flow fulfillment type
automates the process with a sequence of reusable actions.
Supported quick start tests for HR Service Delivery
New quick start tests for HR are:
• Assert lifecycle event activity set execution context
• Create knowledge block and attach block to article
• HR LifeCycle: Creation of Talent Management case from ESC portal
• HR: Creation of Employee Relations case from ESC portal
• HR: Creation of Payroll case from ESC portal

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Manage HR roles
The sn_hr_ef.min_admin_count system property helps to prevent you from deleting your only
admin user. These properties ensure a minimum number (default is two) of scoped admins for
an application are active.
HR standard ticket page
New HR ticket page for HR core users
A new HR ticket page is available for users that have Case and Knowledge Management
(Human Resources Scoped App: Core) only. Use the HR ticket page to view the details of an HR
case, including the description, attachments, history, and option to cancel the request, in any
self-service portal.

Employee Service Center


Provide a single, unified portal for employees to get all the information, services, and help that
they need.

Manage campaigns/Content Automation


The new features for campaign bundles are:
• Use a task to end a campaign and prevent remaining content from appearing for an
employee. For example, after an employee signs up for benefits, you can stop future
content that prompts the employee to sign up for benefits.
• Customize the start and end dates of a campaign bundle. You can use different types
of triggers for the start date. And, you can configure the start and end dates with offsets.
Offsets help you define an end date by moving it forward or backward depending on the
trigger.

Schedule the delivery of HR content


You can add approvers for content you want to appear on the portal. Content publishes after
approval. If you don't require approvals, content appears immediately.
Create and manage content for a campaign
With the new features you can:
• Optionally assign users to campaigns and require them to approve campaign content prior
to publication. Content publishes after approval. Content appears immediately when no
approvals needed.
• Ensure content in a campaign also posts to the employee forums.

Configure content analytics for Google


You can use Google Analytics as an available tracking profile to collect data on content
delivery (Employee Service Center portal). Google Analytics provides a wealth of new portal
traffic metrics in the standard reports.
Add or modify portal content
With the new content types you can:
• Use Styled Content type to create custom banners and announcements without coding.
• Use E-Signature to require an employee to provide an e-signature to complete a to-do.

HR Virtual Agent conversations


With the new features you can:

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ServiceNow New York New York release notes

• Use Natural Language Understanding (NLU) with HR Virtual Agent (VA). NLU helps VA
understand word meanings and word contexts to infer user or system actions.
• Use the new topics (chatbot conversations):
• Update Address
• Update Email
• Update Phone Number
• Add Emergency Contact
• Update Emergency Contact
• Delete Emergency Contact

Note: These new topics replace the Update Profile topic. The Update Profile topic is
no longer available.

• After activation of NLU, you must republish your existing chatbot conversations.

Note: This feature is only available with the HR Professional and HR Enterprise
packages.

Employee Forums
You can configure Employee Forums to prompt users to synch their community profile with their
HR profile.
Employee to-dos page
The Employee to-dos page has a Completed to-do tab. Shows the most recent to oldest
completed to-dos.
Map related articles and catalog items to a knowledge article
Map related articles and catalog items to a knowledge article so that employees can more
easily find relevant information and submit relevant requests. For knowledge articles, you can
manually map the related articles or allow a machine learning algorithm to predict and display
the related articles. For catalog items, you can manually map the related catalog items.
Map related catalog items and articles to a catalog item
Map related catalog items and articles to a catalog item so that employees can more easily
find relevant information and submit relevant requests. For knowledge articles, you can
manually map the related articles or allow a machine learning algorithm to predict and display
the related articles. For catalog items, you can manually map the related catalog items.
Configure when new hires display on the org chart page and my team widget
Configure when new hires display on the org chart page and my team widget. You can use
user display configuration records to control when users appear, such as on a new hire's start
date or several days prior.

Enterprise Onboarding and Transitions


Automate onboarding and other employee lifecycle events that span multiple departments,
improving employee satisfaction and efficiency across HR and other departments.

Mobile Onboarding
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant
content using the new Mobile Onboarding app.
Employee Journeys

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Employee Journeys provide a quick way to start implementing a use case that uses parts of HR
Case and Knowledge, Employee Service Center, and more.
Parental Leave of Absence is an Employee Journey that provides a reference implementation
for leaves of absence needed when an employee has a child. For example, maternity,
paternity, or adoption leave.

Replace HR criteria with audience records for lifecycle event activities


Replace HR criteria with audience records to define whether an activity should trigger for a
lifecycle event case. Audience records are configured based on user conditions, user criteria,
HR profile conditions, HR criteria, or an uploaded file. For existing activities with HR criteria, a
new audience record is created for that HR criteria and is associated with the activity.
Clone a lifecycle event
Clone a lifecycle event and its associated activity sets and activities with the lifecycle event
builder.
Preview and test a lifecycle event
Preview and test a lifecycle event for different audience types. You can preview a lifecycle
event to validate which activities will trigger or not for a particular audience. You can then
create a test lifecycle event case for different users and select which activities to include or
exclude in your test.
Support for rehires, transfers, and users with multiple jobs
You can capture multiple jobs for an employee with the new Jobs table. When creating new
cases, you can specify which job the case is tied to. For example, an intern converting to full-
time has two jobs. The onboarding case for the new full-time position can be associated with
the full-time job record. This will ensure that downstream activity sets and activities are triggered
based on information from the full-time job record.
New activity type for flow for lifecycle event activities
Lifecycle event activities can now be fulfilled by a flow that was created in Flow Designer.
Filter lifecycle event activities
Filter lifecycle event activities by activity type, owning group, and audience. You can also
search for individual activities by name.

Changed in this release

Case and Knowledge Management


Standardize the documentation, interaction, and fulfillment of employee inquiries and requests,
improving HR efficiency and services over time.

Components installed with Case and Knowledge Management


The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator]
role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case]
and task [sn_hr_core_task] tables.
Run Reports
The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator]
role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case]
and task [sn_hr_core_task] tables.
HR fulfillment instructions

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ServiceNow New York New York release notes

HR case fulfillment instructions are a separate module and no longer part of an HR service. To
provide flexibility, fulfillment instructions are associated with an HR table and condition builder.
This change allows you to have different fulfillment instructions based on the location of the
employee, transferred cases, and more.

Note: The HR case Checklist remains on the HR service and appears as a separate tab.

Employee Service Center


Provide a single, unified portal for employees to get all the information, services, and help that
they need.

Manage campaigns/Content Automation


Dynamic is a new trigger type for Campaign Bundles. Trigger types determine how a campaign
bundle starts. You can use a table to provide a trigger field, date offsets, and duration when
using the Dynamic trigger type.
Create and manage content for a campaign
Campaign targets (users) appear after publishing a campaign and the Content Automation:
Add users to campaigns scheduled job runs. Previously, users only appear after the campaign
start date.
Add or modify notification content
For the email notification type, all recipients move into the BCC field and are not visible.
Employee Forums
You can configure Employee Forums to suppress the prompting of users to accept the terms
and conditions of the community. You can suppress the prompt when your company does not
require internal users to go through the process of accepting the terms and conditions.
Components installed with Employee Service Center
The Employee Service Center administrator [sn_hr_sp.esc_admin] role is contained in the System
Administrator [admin] role.
You may choose to remove this role from the System Administrator [admin] role to secure the
sensitive information it provides access to. If you remove this role, ensure that someone in your
organization has this role before removal. See Remove HR Administrator role from IT System
Administrator.

Communities page renamed to Employee Forums


Employee Forums is the new name for the Communities page in the Employee Service Center.

Enterprise Onboarding and Transitions


Automate onboarding and other employee lifecycle events that span multiple departments,
improving employee satisfaction and efficiency across HR and other departments.

New order guides using asset management workflows for New Hire Onboarding lifecycle event
The preconfigured lifecycle event for New Hire Onboarding now utilizes new order guides with
catalog items that use asset management workflows. The following activities were updated or
added.
• Select Equipment and Accessories is an updated activity that points to an order guide using
the Procurement Process Flow - Hardware asset management flow.

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ServiceNow New York New York release notes

• Software Setup is a new activity that points to an order guide using the Procurement Process
Flow - Software asset management flow.

Enhancements to lifecycle event case list and form


Enhanced the list view and case form for lifecycle events so that agents can track the progress
of a lifecycle event case at a glance. Agents can monitor the progress of activity sets and drill
down to monitor the status of individual activities.

Removed in this release

• The Advanced trigger type in Campaign Bundles is no longer available. It is still available on
instances upgraded from a previous release but not available for new instances.
• The Update Profile predefined VA topic (chatbot conversation) is no longer available. The six
new VA topics replace this topic.

Activation information

HR Service Delivery is available as a separate subscription. Depending on the package you have,
you can activate one or more of the following plugins:
• Case and Knowledge Management plugin (com.sn_hr_core)
• Employee Service Center plugin (com.sn_hr_service_portal)
• Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)

IT Business Management release notes


IT Business Management has new and updated features in the New York release.

Agile Development 2.0 release notes


ServiceNow® Agile Development 2.0 product enhancements and updates in the New York
release.
The Agile Development 2.0 application provides an agile software development environment for
product-based or project-based efforts, using the scrum framework. Agile development offers
you the flexibility to implement a pure agile approach over the entire lifecycle of a product, or a
hybrid approach using agile methods within a traditional project structure.

New in the New York release

Personalized columns
Personalize any list on the Agile Board. Configure and view only the columns important to you

using the personalize list icon ( ) in the list.


Epic rollup
View rollups and completion percentages as you define and complete work on the larger work
items, epic, and feature.

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ServiceNow New York New York release notes

Task board
Track the progress of your scrum tasks in horizontal lanes in the Task Board view.

Changed in this release

Agile Development 2.0 and Project Portfolio Management integration


ServiceNow® Project Portfolio Management is no longer integrated with Agile Development
1.0. Project Portfolio Management is now integrated with Agile Development 2.0. To associate
stories with projects, and execute them as part of an agile phase, activate both the Agile
Development 2.0 and Project Portfolio Management applications separately.
Sprint details update

Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. Now, you can edit the sprint details directly from the Agile Board.

Group capacity update

Prior to the New York release, the capacity that you set for the assignment group on the Group
form was used across all the sprints for the assignment group. Once set, you could not update
the capacity.
Now, you can also update the capacity for the assignment group in the Group capacity field on
the Sprint form. Until the sprint starts, you can update the capacity by accounting for changes in
team composition, holidays, or vacations.
Story board
The Board view on the Sprint Tracking tab has been renamed as Story Board.
Stories menu option
The All Stories menu option in the Agile Development application navigator has been renamed
as Stories.

Removed in this release

From the Agile Development application navigator, removed the:


• Planning menu option. For release planning, use the Backlog Planning tab on the Agile Board.
• Daily Stand Up Boards menu option. Track the progress of your scrum tasks in the Task Board
view on the Sprint Tracking tab.
• Backlog and Release Backlog menu options. Create a personalized backlog using the
Personal backlogs menu option.

Activation information

Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you have the admin role.
The Agile Development 1.0 plugin (com.snc.sdlc.scrum.pp) is no longer visible or available
for you to activate. If you're already using Agile Development 1.0, you can upgrade to Agile
Development 2.0 for its enhanced agile capabilities.

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ServiceNow New York New York release notes

Application Portfolio Management release notes


ServiceNow® Application Portfolio Management (APM) product enhancements and updates in
the New York release.
Application Portfolio Management (APM) enables enterprises to do the following:
• Have visibility into their business applications inventory
• Rationalize business applications
• Determine the business value of the service provided through each business application

APM helps determine the technology (software and hardware) components of business
applications, captures information assets of organizations, and shows the business application use
of those information assets.

New in the New York release

Information Portfolio

Capture the information from the assets of your organization as information objects. You can
connect the information object to your business applications to have a portfolio of application
information ready and accessible to use at any time.
• Run audits on your information objects to capture the number of information objects that are
not related to any business application. You can then relate them to your applications to get
a complete information portfolio.
• Integrate with Governance, Risk, and Compliance (GRC) to become aware of the risks that
your applications are exposed to. You can also track the progress of the audit engagements
on your business applications.
• Use the APM Home portal to see statistics such as the total number of database instances
connected to database catalogs, the number of database catalogs related to information
objects, and the number of data domains that are interlinked to your business applications.

Business application as platform host and platform application

Host your business applications on a platform and track the platform like any other business
application of your organization as the Platform Host architecture type.
Track the applications that are hosted on the platform as the Platform Application architecture
type.
You can monitor the performance of the platform through which all your applications operate
instead of having to track the individual applications.

Enhancements in Technology Portfolio Management timeline

• Use the By Software Model view to see the list of business applications that run on a particular
software model and the application services that the business applications support.
• Retain your filter preferences that you've set to filter your business applications. Your filter
settings and preferences are retained anytime you log in again, provided you log in with the
same credentials.
• Display the life-cycle information of your external publisher data sources of software models in
separate timelines instead of a single source that has the least sequence number.

Enhancements in capability-based planning (CBP) view

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ServiceNow New York New York release notes

• Customize the Hierarchy ID field to use your own preferred hierarchy ID by setting the system
property flag to true.
• View the services that are related to a selected business capability. Sort, search, and
paginate the services that are linked to the business capability in both the Business Capability
and Technology Risk views.
• Navigate directly to the Business Capability form from the Technology Risk view of the
Capability-based planning screen to edit the capability record details.

Business Stakeholder role with read-only permission


Restrict the level of access of your users with a read-only role that enables them only to view
reports and APM PA dashboards and tables.
Integration of assessments with business applications and capabilities
Assess your business applications and business capabilities using assessment-based indicators in
an effective custom UI.
Exclusive application roadmap view for app owners
View the demands and projects tied to the applications that you own.

Changed in this release

Readjust weightage
Adjust the weight among the indicators that are applicable to a business application to achieve
a useful and accurate scoring profile.
Calculate the score of the parent capability in CBP
Determine the score of the parent capability by its child capabilities that have been assessed. A
capability with a score of n/a signifies that none of its child capabilities has been assessed.
Option to run scheduled jobs and send notifications only when required
Schedule APM batch jobs and send email notifications for audits and data certification tasks
only when required to optimize engine runtime.
Changes in UI labels

• Business Services has been changed to Services in the Capability Planning view.
• Business Architecture, Application Architecture, and Technology Architecture have been
renamed as Business Portfolio, Application Portfolio, and Technology Portfolio, respectively.
• The Manage Relationships button in the Capability Planning view has been renamed as
Manage Capability Hierarchy.

Activation information

Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.

Related ServiceNow applications and features

GRC

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ServiceNow New York New York release notes

APM integrates with GRC to identify and assess risks on the business applications. APM depends
on the GRC Profile Dependencies and Vendor Risk Management Dependencies plugins for this
integration.
Survey Administration
APM integrates with Survey Administration to assess business applications. Within Application
Portfolio Management, you can send surveys and assessment questionnaires to application
users and get their feedback about the application that they are using. The dependency for
the integration is that the business application should have an indicator that is sourced from
Assessments.
Financial Management
APM integrates with Financial Management to access the Application TCO dashboard. You can
manage all cost-related information of the business application in the dashboard. When you
activate the APM plugin, the Financial Management for APM and Performance Analytics —
Content Pack — Application Portfolio Management plugins are installed.

Financial Management release notes


ServiceNow® Financial Management product enhancements and updates in the New York
release.

New in the New York release

Financial Management For APM plugin


Request Financial Management For APM (com.snc.financial_management_for_apm) plugin,
which integrates with the Application Portfolio Management application. Use the preconfigured
Business Application Costing cost model, its applicable metrics, and the associated dashboards
that come with this plugin to assess the cost of your business applications.
Financial Management For SPM plugin
Request Financial Management For SPM (com.snc.financial_management_for_spm) plugin,
which integrates with the Service Portfolio Management application. This integration provides
you with a preconfigured Service Offering Costing cost model.
Performance Analytics — Content Pack — Financial Management for Application Portfolio
Management
Request Performance Analytics — Content Pack — Financial Management for Application
Portfolio Management (com.snc.pa.fm.apm) plugin. This plugin enables Performance Analytics
dashboards for Financial Management associated with Application Portfolio Management.
Expense allocation from the Cost Model form
Allocate costs directly from the Cost Model form for a selected fiscal period. The allocation
engine follows the same process of cleansing, bucketing, and allocating as it does for expense
allocation in the Financial Management workbench. However, all the processes done in different
stages of the Financial Management Workbench can be done with one click of the Allocate
Expenses button in the Cost Model form.
Read-only role for Financial Management
Grant the read-only role to your users to restrict their level of access to dashboards. Accessibility
to the dashboards is limited to viewing reports of Financial Management for APM.

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Changed in this release

Activation of Financial Management plugins


The plugins in the Financial Management application are no longer available to be activated
directly. To request any of these plugins, contact ServiceNow Support.
Limitations in Financial Management functionality
To activate the Financial Modeling application, you must have either an ITSM professional
subscription or an APM subscription. The set of features in Financial Management activated
through these plugins is limited.

Removed in this release

The following functionalities are no longer available unless you have an ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.

Activation information

Financial Management plugins such as Default Financial Management Cost Models, Financial
Charging, Financial Management Core, and plugins related to Performance Analytics Solutions
for Financial Management are no longer available to be activated directly. If you want to
activate the Financial Modeling application, request the Financial Management for SPM plugin
(for licensed ITSM Professional users) or Financial Management for APM plugin (for licensed APM
users). Some of the Financial Management features are limited if you activate it through these
plugins.

Related ServiceNow applications and features

Application Portfolio Management (APM)


Financial Management integrates with APM to use its Business Application Costing cost model
for allocating expenses related to business applications.
Service Portfolio Management (SPM)
Financial Management integrates with SPM to use the Service Offering Costing cost model for
the services offered and the costs associated with the business service.

Investment Funding release notes


ServiceNow® Investment Funding is a new application in the New York release.
Investment Funding enables you to efficiently plan and manage investments by:
• Allocating funds to an investment to meet a business requirement or strategic objective
• Requesting funds from one or more funding sources to achieve business goals

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ServiceNow New York New York release notes

Investment Funding features

Top-down and bottom-up funding


Allocate funds directly to investments based on organizational strategies (top-down).
Request funds from one or more funding sources based on your business needs (bottom-up).

Continuous funding
Allocate funds to an investment at any time as needed, unlike annual budgeting.
Integration with Project Portfolio Management (PPM)
Create investments for portfolios, programs, projects, and demands and fund them. This
integration with PPM enables you to keep the work activities and the funding of these
investments separate.
Domain separation
Domain separation provides complete data isolation for domain-specific users. Investment
Funding is domain separation compliant at the Data only level, meaning it supports the data
security model of separating visibility of data from one domain to another. Since Investment
Funding process is supported within a domain, request or allocate funds to the parent or child
investments applies within the same domain.

Activation information

The Investment Funding plugin (com.snc.investment_planning) is new in the New York release. If
you have the admin role, you can activate the Investment Funding plugin.
To integrate Investment Funding with PPM, you can activate the Investment Funding for PPM
plugin (com.snc.investment_planning_pmo).

Project Portfolio Management release notes


ServiceNow® Project Portfolio Management product enhancements and updates in the New York
release.
Project Portfolio Management (PPM) provides a simplified, team-oriented approach to project
portfolio management and IT development by combining several individual applications. It
enables you to manage your demands, resources, portfolios, and projects. On Project Portfolio
Dashboards gives Portfolio, view key performance indicators in one place to help you make
informed decisions about projects.

New York upgrade information

• Ideas:
Convert an idea directly to a story, epic, or project instead of just creating a demand. Upon
upgrade, the Create Task button enables you to directly create a task from the idea or you
can just click Accept. After the upgrade, migrate from the legacy Ideas feature to the new
Idea portal. For more information, see Migrate from legacy Ideas to the new Idea Portal .
• Project Management:
If you are upgrading to New York, your existing projects are migrated as follows:
• Your existing Hybrid, Agile, or custom projects remain unchanged.

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ServiceNow New York New York release notes

• If there are only stories associated with the project, then existing projects with the Null or
Waterfall execution type are migrated to the Agile execution type.
• If there are only tasks associated with the project, then existing projects with the Null
execution type are migrated to the Waterfall execution type.
• If there are tasks and stories associated with the project, then existing projects with the Null
or Waterfall execution type are migrated to the Hybrid execution type.
After the migration of existing projects upon upgrade, the related lists and links on the
Project form and widgets in the Analytics tab of the Planning Console also change based
on the updated project execution type.

New in the New York release

Innovation Management

Activate the Ideas module to gather and evaluate ideas efficiently, and quickly identify ideas
for implementation. The Innovation Management plugin installs the Ideas module. Manage
ideas from idea submission to execution and collaborate with the idea submitter and other
stakeholders. You can convert selected ideas into work entities such as a Demand, Epic, Story,
and Feature for tracking and management purposes.
Use the Ideas module to do the following:
• Submit an idea.
• Search, view, and filter ideas based on state, votes, submission, and categories.
• Collaborate on an idea using comments and votes.
• Manage ideas and workflow by creating and assigning various states.
• Mark an idea as duplicate.
• Create a Demand, Project, Story, and Epic from an idea.

Resource Management

• Recalculate costs of a resource plan when hourly rates change in the associated rate model
to keep the costs up to date.
• Recalculate costs of a single resource plan of a project or demand
• Recalculate the costs of all resource plans of a project or demand.

• Resource Allocation Workbench enhancements



Identify over-allocated resources by noting whether the over-allocation icon ( ) is shown
in the Resource Finder next to a resource name. This icon indicator means you don't have
to scroll through all allocation periods.
• Filter projects and demands by group, role, or user in the resource grid to view specific
resource allocations.
• Manage resource plans directly from the resource grid without having to open the form
view. You can perform the following actions on a resource plan:
• Modify a confirmed and requested resource plan.
• Allocate a resource for all updated periods for a confirmed or partially allocated group
resource plan.
• Request extension of an allocated resource plan.
• Complete and close a resource plan after all its associated tasks and projects are
complete.

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ServiceNow New York New York release notes

• Cancel a resource plan when it is no longer required.

• Override the hourly rate returned by the rate model or the labor rate card for a resource plan
using the Rate override and Resource rate fields in the Resource Plan form.
• Assign users to the Business Stakeholder role to provide read-only access to resource records
and to view resource information and reports.

Demand Management

• Create a demand task and assign a resource or group to delegate cost, effort, risk, and
benefit planning activities for a demand.
• View the actual cost and effort for the demand tasks once resources log time cards for the
assigned activities.
• Demand form enhancements
• Pre-assign a user in a demand to be the project manager when the demand is converted
to a project in future.
• View the actual cost and time spent by resources working on a demand or demand task
using the Demand Actual Cost and Demand Actual Effort fields.

• Converting a demand to a project automatically creates a financial baseline for both the
demand and the converted project. As a demand manager, use the baseline data to track
the cost plan, benefit plan, and funding data of the demand at the time of conversion. As
a project manager, use this baseline to compare and review the variance as the project
progress.
• Configure new widgets to show the demand financial data in the Financials Summary section
on the Demand Financials page.

Project Management

• Restrict the level of access of your users with a read-only role that enables them only to
view data in certain tables, dashboards, and reports. Additionally, users with the Business
stakeholder role can also approve demands and time cards.
• Configure new widgets to show the project financial data in the Financials Summary section
on the Financials tab in the Project Workspace.

Project Portfolio Management — Agile Integration


Add stories, epics, Agile, and waterfall phases to your Agile, Waterfall, and Hybrid projects. The
value set in the Execution type field determines the related links and lists that appear for each
project type.
• Use the Agile Phase tab in a project to view details related to the agile phases for Agile and
Hybrid projects.
• Use the Agile Planning & Tracking related link in Agile and Hybrid projects to navigate to the
team's backlog in the Agile board.
• View a project summary using widgets and reports on the Analytics tab of the project
workspace based on the project execution type (Waterfall, Hybrid, or Agile).
• Add new or existing stories to your project directly from the User Stories related list in the
Project form.

Mobile app for Project Status


The Project Status app enables you to track status of your projects and collaborate with related
stakeholders to resolve exceptions and take timely actions.

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ServiceNow New York New York release notes

Investment Portal

• Show or hide columns and widgets in an investment board that is shared with you.
• Use the Export to Excel option to generate an Excel report of the investment board that is
shared with you.
• Sort data in the Timeline tab based on the planned start and end dates.

Changed in this release

Resource Management
Pin the Planned Cost, Actual Cost, and Allocated/Confirmed Cost columns in the resource grid
on the Resource Allocation Workbench to view the cost effect in real time as you update the
planned, confirmed, and allocated hours of your resources.
Demand Management

• The Category and Type fields on the Demand form become read-only after any work entity is
created from the demand. If the work entity is deleted, these fields become editable.
• Demand Budget was renamed Create Demand Budget in the related link of the Demand
form.

Project Management

• View related links and lists on the Project form based on the value set for the Execution type
field.
• Add or remove stories from either your Agile or Hybrid projects using the Manage Stories
option under the options icon in the Project Workbench.
• The Planning Console's project context menu shows the Create Agile Phase and View Stories
options only for Agile and Hybrid projects. The options are no longer available for Waterfall
projects.
• For an Agile project, the planned effort, actual effort, and planned cost from the associated
stories roll up to the project.
• View and track the progress of a project from various aspects using the widgets and reports
on the Analytics tab of the Project Workspace.
• The following fields were added to the project status report:
• Project Name
• Phase
• Actual End Date

Note:
For upgrade customers, the Phase field in the project status report for existing reports
remains empty. For new reports, the Phase field displays the current phase of the
project such as Initiating, Planning, and Executing.

• View the planned start date and planned end date for a project in the Planning console by
default.
• Configure the hint text for a column label for the Planning Console, Portfolio and Program
workbench (Timeline view), and Gantt Chart related link of the Release module.
• Avoid unexpected behavior upon installation of other plugins such as Project Portfolio Suite
with Financials (com.snc.financial_planning_pmo) with restructured planned task V2.

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ServiceNow New York New York release notes

• You can no longer delete a project in the Work in Progress state.


• Upon changing the state of a project task from Work in Progress to Closed Skipped or Closed
Incomplete, the Percent complete field retains the current value and becomes read-only.
• The selected field preferences on the Financials tab of the Project Workspace are saved and
are available when you reopen it.
• You can specify negative planned costs on the project cost plans to capture the refunds on
the projects so that the Net Present Value, Internal Rate of Return, Estimate At Completion,
and Estimate To Complete values are up to date.

Activation of the Financial Planning plugin


Performance Analytics – Content Pack – Financial Management for Financial Planning
(com.snc.pa.financial_planning) is no longer available to be activated directly. To request this
plugin, contact ServiceNow Support.

Removed in this release

Project Management: The Original Start Date and Original End Date fields are not displayed by
default on the Project form.

Activation information

You can activate the Project Portfolio Management (com.snc.financial_planning_pmo) plugin if


you have the admin role.
The Innovation Management plugin (com.snc.innovation_management) is new in New York and is
active by default with activation of the Project Portfolio Suite with Financials plugin.
To integrate Investment Funding with PPM, you can activate the Investment Funding for PPM
plugin (com.snc.investment_planning_pmo).

Scaled Agile Framework (SAFe) release notes


ServiceNow® Scaled Agile Framework (SAFe) product enhancements and updates in the New
York release.
The Scaled Agile Framework (SAFe) application helps you apply lean and agile principles to your
large enterprise. SAFe helps you develop and deliver software products in the shortest viable lead
time.

New in the New York release

Sprint Tracking views

• Track the progress of your scrum tasks in horizontal lanes in the Task board view.
• Create, track, and complete the scrum tasks of your SAFe stories from the List view.

SAFe tests
Verify and pass the acceptance criteria of your SAFe stories by creating and running tests in the
SAFe Board. Perform the following testing activities from the SAFe Board by activating the Test
Management 2.0 plugin (com.snc.test_management.2.0).
• Create tests for stories within sprints.

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ServiceNow New York New York release notes

• Find the tests to run for the sprint.


• Run tests and view test results.

Epic rollup
View rollups and completion percentages as you define and complete work on the larger work
items, epic, and feature.
Personalized columns
Personalize any list on the SAFe Board. Configure and view only the columns that are important

to you using the personalize list icon ( ) in the list.


Triage Board
Prioritize and sequence records of different task types, such as defects, incidents, and stories, in
a single backlog by using the Triage Board link.

Note: The Triage Board link is:


• Available only if you've activated the Agile — Scaled Agile Framework — Unified
Backlog plugin (com.snc.sdlc.safe.multi_task).
• Accessible only if you have the SAFe scrum master role.

SAFe program board


On the SAFe program board, track the progress of features in an Agile release train’s (ART)
program increments (PI) plan. You can also view the dependencies of the features across sprints
and teams.

Changed in this release

Story board
Prior to the New York release, the Sprint Tracking tab on the SAFe Board displayed the progress of
stories on a Visual Task Board. The Story Board view has been added to the Sprint Tracking tab.
The Story Board view displays the progress of stories on a Visual Task Board.
Planning tab
The Big Room Planning tab on the SAFe Board has been renamed as the Planning tab.
Sprint details update

Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. You can now edit the sprint details directly from the SAFe Board.

Activation information

ServiceNow provides plugins that support two different configurations of SAFe: Essential SAFe and
Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin (com.snc.sdlc.safe) if you
have the admin role. This plugin provides the features of Essential SAFe only.

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ServiceNow New York New York release notes

• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin


(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin provides the features of
both Essential SAFe and Portfolio SAFe.

Related ServiceNow applications and features

SAFe—Unified Backlog
Scaled Agile Framework integrates with SAFe — Unified Backlog to use the unified backlog
functionality. With this integration, you can maintain a unified backlog containing records of
different task types, such as defects, problems, incident tasks, and stories. You can prioritize and
sequence different task type records in one backlog.

Test Management 2.0 release notes


ServiceNow® Test Management 2.0 product enhancements and updates in the New York release.
The Test Management 2.0 application streamlines the management of testing processes to help
you deliver software products more efficiently and with fewer errors.

New in the New York release

Test data migration


Start using Test Management 2.0 for its enhanced testing capabilities and features. Migrate your
existing test data from Test Management 1.0 to Test Management 2.0 by activating the Test
Management 2.0 — Data Migration plugin (com.snc.test_migration_v1_v2).

Changed in this release

Test Management 2.0 and Project Portfolio Management integration


Project Portfolio Management no longer activates Test Management 1.0. To carry out the testing
activities on projects, activate both the Project Portfolio Management and Test Management 2.0
applications separately.

Activation information

Activate the Test Management 2.0 plugin (com.snc.test_management.2.0) if you've the admin
role.

Related ServiceNow applications and features

Scaled Agile Framework


Test Management 2.0 integrates with Scaled Agile Framework (SAFe) to provide testing
capabilities in SAFe. Due to this integration, you can verify and pass the acceptance criteria of
SAFe stories by creating and running tests in SAFe Board.

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ServiceNow New York New York release notes

Time Card Management release notes


ServiceNow® Time Card Management product enhancements and updates in the New York
release.
Time Card Management enables you to record and track the time for your assigned tasks, such
as projects, incidents, problems, and change requests.

New York upgrade information

When you upgrade to the New York release, enable the State field of the Time Card [time_card]
table for auditing time card activities. You can view these activities in the Activities section of the
Time Card and Time Sheet forms. For more information, see Include a table field in auditing.

New in the New York release

Time Sheet dashboard


Track time sheet activities and reports with the Time Sheet Dashboard. This dashboard is
included in the Performance Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. To enable the Performance Analytics solution, see Out-
of-the-box Performance Analytics Solutions for Time Card Management.
Recall a processed time sheet or a time card
Recall a time sheet or a time card that you approved to return it to the submitter for corrections.
The submitter can then make any required changes and resubmit the time sheet.
Associate a task to a non-task-type category in a time card
Associate a task to a time card of a non-task-type category such as meeting, KTLO, and admin
activities. This action generates expense lines for the task when the time card is processed.
Delegate time sheet processing
Delegate the processing of your resource time sheets for occasions when you might not have
time to review them or may be unavailable. You can also track the activities of a delegated
time sheet in the Activities section of the Time Sheet form.
Time Sheet Portal enhancements

• Submit, approve, reject, or recall a time card directly from the Time Sheet Portal without
having to open the form view.
• Open the time sheet in the form view from the Time Sheet Portal using the time sheet form

view icon ( ).
• Log your time against a specific resource plan in a task with multiple resource plans.
• View notifications for the submitted and recalled time cards in the notification area.

Add more columns in the logged time card list on the Time Sheet Portal
Add columns in the logged time card list on the Time Sheet Portal to show additional information
that you might require to log your time cards.
Generate time card reports by day
Generate a time card report by days for any period, irrespective of the time sheet week that the
time cards belong to. For example, say August starts on a Wednesday and ends on a Friday. You
might want a time card report from August 1 (Wednesday) to August 31 (Friday) and not need

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ServiceNow New York New York release notes

any time outside of that date range. Use the Time Card Daily [time_card_daily] table data to
generate time card reports by days.

Activation information

You can activate the Time Card Management plugin (com.snc.time_card) if you have the admin
role.
The Time Card Management plugin is activated when you activate the Project Portfolio Suite with
Financials plugin (com.snc.financial_planning_pmo).

IT Operations Management release notes


IT Operations Management has new and updated features in the New York release.

ITOM Health release notes


ServiceNow® ITOM Health is a new aggregation in the New York release, uniting the existing
ServiceNow® Event Management and Operational Intelligence applications.
ITOM Health is part of the Information Technology Operations Management. ServiceNow® IT
Operations Management solutions help your organization enhance visibility into infrastructure and
services, prevent service outages, and maximize operational agility.

ITOM Health features

Event Management
Event Management helps you to identify health issues across the organization's IT infrastructure
on a single management console. It provides alert aggregation and root cause analysis (RCA)
for discovered services, application services, and automated alert groups. For information on
new and changed features, refer to the Event Management release notes.
Operational Intelligence
Operational Intelligence provides the ability to capture, and then explore and analyze
operational metrics data, identifying and indicating anomalies. Operational Intelligence
generates anomaly alerts that can be promoted to IT alerts and appear on the Alert Console
and service health dashboard. You can leverage this analysis to prevent potential service
outages. For information on new and changed features, refer to the Operational Intelligence
release notes.

New York upgrade information

The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.

Activation information

The subscription plugin is automatically activated when you activate the Event Management and
Operational Intelligence plugins.

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ServiceNow New York New York release notes

Related ServiceNow applications and features

Use ITOM Health together with other IT Operations Management applications to enhance visibility
into infrastructure and services, prevent service outages, and maximize operational agility.

ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.

Event Management release notes


ServiceNow® Event Management product enhancements and updates in the New York release.
Event Management helps you to identify, remediate, and escalate health issues across your
organization's IT infrastructure on a single management platform. It provides alert aggregation
and root cause analysis (RCA) for discovered services, application services, and automated alert
groups.

New York upgrade information

The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.

New in the New York release

Mobile experience for Event Management


Manage Event Management alerts and business services from anywhere, using the Event
Management mobile application. The mobile interface displays the top alerts and services,
organized by severity and priority. You can also view alert and service details, perform various
actions on alerts and services, create incidents, and add work notes.
SAP configurations enabling the SAP Solution Manager connector
The SAP Solution Manager connector is provided with Event Management.
Alert management rules provided with Event Management
New alert management rules are provided with Event Management:

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ServiceNow New York New York release notes

• Create Major Incident


• Create Major Incident Candidate

A major incident candidate can be promoted to become a major incident.

New Event Management subflows


Specify repeated actions using the new Event Management subflows:
• Create Major Incident Candidate
• Create Major Incident From Alert

Changed in this release

Learned Patterns Report


The Learned Patterns report appears in table format instead of dashboard format.
New term for Agent Intelligence
Agent Intelligence is now called Predictive Intelligence.
MID Server RCA support
As a legacy customer, you can configure a MID Server with RCA support. This feature is not
available for new customers.
Performance improvements
Substantial performance improvements have been implemented for event processing, impact
calculation, and alerts correlation.

Operational Intelligence release notes


ServiceNow® Operational Intelligence product enhancements and updates in the New York
release.
Operational Intelligence is an add-on application to the ServiceNow® Event Management
application, with a key preventive role in a service-centric solution for reducing service outages.
With Operational Intelligence, you can proactively identify service issues, pinpoint service
outages, and automate remediation.
Operational Intelligence captures raw metric data from various data sources such as the
SolarWinds monitoring server and the Nagios XI server. Then, based on the analysis of the historical
metric data, Operational Intelligence detects anomalies that Event Management may not
capture.
Operational Intelligence generates anomaly alerts that you can promote to regular Event
Management alerts. Those alerts appear on the Alert Console and service health dashboard,
and you can use Alert Intelligence in the ServiceNow® Agent Workspace application to manage
the alerts.

New York upgrade information

After you upgrade all the Operational Intelligence ServiceNow® MID Servers in the MID Server
distributed cluster to New York, restart the MID Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be stopped.

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ServiceNow New York New York release notes

3. Start all the Operational Intelligence MID Servers, one MID Server at a time.

Some data might be lost between the time that the MID Servers upgrade starts and until the
completion of the MID Servers restart after upgrade. If you are using connectors, then you can
minimize this data loss by disabling the metric connectors before starting the upgrade. After the
upgrade completes:
1. Set the max_fetch_interval_min parameter to the time length that the connectors were down.
2. Enable the connectors to pull the missing data.

New in the New York release

Agent Workspace for Operational Intelligence


Configure and view metric charts for CIs associated with alerts in Agent Workspace. Configure
up to 10 metric charts to appear on a single form for a CI that is associated with an alert that
you are viewing in Agent Workspace.
ITOM Health
Access Operational Intelligence as a feature of the ServiceNow® ITOM Health product in the
ServiceNow IT Operations Management product.

Changed in this release

Anomaly detection

• The action level of anomaly detection can be configured to manage overall data load
as needed. Use the anomaly_detection_action_level configuration setting to increase or
decrease the anomaly detection processing that is applied to specific configuration items
(CIs) and metrics at different stages of implementation.
• The time series modeling and anomaly score calculations accuracy is improved. These
improvements provide more robust anomaly detection and fewer false positives through
dynamic threshold analysis of control factor.

Insights Explorer

• Open the application service map for an application service that appears in Insights Explorer.
• Operational Intelligence MID Servers support higher metric ingestion rate. This ability reduces
the Insights Explorer refresh interval to a minute and therefore, the metric data that you view
in Insights Explorer is more up to date.

Activation information

The Operational Intelligence plugin (com.snc.sa.metric) requires a separate subscription and must
be activated by ServiceNow personnel. This plugin includes demo data and activates related
plugins if they are not already active. The Operational Intelligence plugin (com.snc.sa.metric)
depends on the Event Management (com.glideapp.itom.snac) plugin being activated.

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ServiceNow New York New York release notes

Related ServiceNow applications and features

Event Management
Operational Intelligence depends on Event Management when binding metrics to CIs and
to include anomaly alerts that were promoted to IT alerts in the alert console. Operational
Intelligence and Event Management share some connectors that pull metric data and events
from the same data sources.
Agent Workspace
Optionally, use Agent Workspace for Operational Intelligence as an easy-to-navigate central
interface that lets you view the health of a CI associated with an alert. Health details for a CI
include various metric charts with control bounds, and aggregations for single score charts.

ITOM Visibility release notes


ServiceNow® ITOM Visibility is a new application in the New York release. ITOM Visibility consists of
the ServiceNow® Discovery and ServiceNow® Service Mapping products.
ITOM Visibility is part of the Information Technology Operations Management. ServiceNow® IT
Operations Management solutions help your organization enhance visibility into its infrastructure
and services, prevent service outages, and maximize operational agility.

ITOM Visibility features

Discovery
Use Discovery to find applications and devices on your network, and then update the CMDB
with the information it finds. For more information on new and changed features, see Discovery
release notes.
Service Mapping

Use the Service Mapping application to discover all application services in your organization
and builds a comprehensive map of all devices, applications, and configuration profiles used in
these business services.
Service Mapping maps dependencies, based on a connection between devices and
applications. This method is referred to as top-down mapping. The top-down mapping helps
you immediately see the impact of a problematic object on the rest of the application service
operation. For more information on new and changed features, see Service Mapping release
notes.

Subscriptions for IT Operations Management applications


The ServiceNow platform uses a new licensing method where your organization is charged for
using the following IT Operations Management products: ServiceNow® ITOM Visibility product,
ServiceNow® ITOM Health product, and ServiceNow® ITOM Optimization product.
The Discovery (com.snc.discovery) plugin activation automatically triggers activation of the
ITOM Licensing (com.snc.itom.license) plugin. For more information, see Request Discovery.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down
discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service
Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store

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ServiceNow New York New York release notes

on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated
when you activate the Discovery (com.snc.discovery) plugin.

Activation information

ITOM Visibility is available under subscription and requires ServiceNow personnel to activate the
Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the Discovery plugin.

Related ServiceNow applications and features

Use ITOM Visibility together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.

ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.

Discovery release notes


ServiceNow® Discovery product enhancements and updates in the New York release. Starting
with this release, Discovery is part of the ServiceNow® ITOM Visibility application. For more
information, see the ITOM Visibility release notes.

New York upgrade information

The process of upgrading from Madrid to New York deactivates all Discovery schedules for
cloud resources (VM). Schedules deactivated during the upgrade appear in the list view of the
Discovery Schedule [discovery_schedule] table with a Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately or on the day and time
configured. After upgrade, open your cloud schedules in the Discovery Manager and re-activate
them.

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ServiceNow New York New York release notes

New in the New York release

File-based Discovery

File-based Discovery helps you identify what software is running on your Windows and UNIX
servers and devices even if no registration information is available. You can manage records of
your software licenses, check for unlicensed files, and detect forbidden, damaged, or unwanted
files which is helpful for compliance and software audits. In the Madrid release, File-based
Discovery was limited access only. In the New York release, File-based Discovery is available to all
users who have Discovery.
All Discovery users get the File-based Discovery plugin [com.snc.discovery.file_based_discovery]
when they upgrade to the New York release however, it will not be activated. To avoid
impacting performance, File-based Discovery is disabled by default for all users.

IAM roles on AWS EC2 instance profiles


ServiceNow® MID Server applications running on AWS EC2 instances, properly configured,
benefit from IAM roles configured with an EC2 instance profile. Discovery uses temporary security
credentials that are retrieved via the AWS Instance Metadata Service. For more information, see
Amazon Web Services documentation on IAM roles for Amazon EC2 and EC2 instance profiles.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down
discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service
Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store
on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated
when you activate the Discovery (com.snc.discovery) plugin.
VMware enhancements for ServiceNow® Software Asset Management (SAM) plugin.

Distributed resource scheduler (DRS) Affinity Rules restrict the movements of virtual machines to
certain physical servers. You can now see the DRS cluster settings for your virtual machines via
Discovery. This visibility helps the SAM compliance engine use the discovered DRS cluster rules for
use cases for Publisher packs such as Oracle.

vCenter probes and probe parameters


The VMware - vCenter VM Tags probe discovers VMware virtual machine tags. You can attach
VMware tags to vSphere objects, such as virtual machines, through the vSphere interface.
Objects with tags are sortable and searchable based on the parameters you give the tags in
vSphere.

Changed in this release

AssumeRole Enhancements for AWS Organizations


AWS Organizations support, previously introduced in the London release, now leverages fully
configurable AssumeRole request parameters as dictated by the AWS Security Token Service
AssumeRole API Action. For details on the specific parameters, see Amazon Web Services
documentation for AssumeRole API Action.
Cloud Discovery
Discovery Manager wizard helps to quickly create cloud Discovery schedules. Select the
accounts and subaccounts to discover, the credentials for accessing these accounts, and the
MID Servers to scan the resources. You can add accounts and credentials with the wizard or go
directly to Guided Setup to create an additional MID Server.

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ServiceNow New York New York release notes

Discovery Home page


Discovery home page provides a new tile to view the results of a cloud Discovery. Click the
Cloud Resources tile to display a chart of the different resources discovered.
GETBULK settings
GETBULK request allows you to retrieve a large amount of data in batches, reducing the number
of requests and reducing latency. In previous versions, the SNMP probe parameter [use_getbulk]
allowed you to configure GETBULK at the probe parameter only. Now, you can set for individual
MID Servers or globally for all MID Servers using [mid.snmp.use_getbulk].
• SNMP probe parameters [use_getbulk]
• MID Server configuration parameter [mid.snmp.use_getbulk]
• MID Server properties [mid.snmp.use_getbulk]

If you previously had this probe parameter set to Off, the global settings remain Off to avoid
unnecessary issues. You can set the parameter to True to turn GETBULK on. If you previously had
this probe parameter turned On, the global settings remain On.

IP address reconciliation
IP address reconciliation code has been updated to prevent duplicate IP addresses from being
inserted in the IP address [cmdb_ci_ip_address]tables. Previously, some configuration items (CIs)
with the same serial number under the same schedule could be discovered.
Probe to pattern migration
Probe to pattern migration is only supported for the New York release and later. See the
Switching from Probe-based Discovery to Pattern-based Discovery [KB0694477] article in the HI
Knowledge Base for more information.
Shazzam probe for SNMP devices
Shazzam probe now targets sysObjectID (OID) rather than sysDescr, because the latter can be
empty. If there's no response, the Shazzam sensor doesn't trigger the SNMP - Classify probe.
Shazzam payload controls
Shazzam probe payload is no longer controlled by probe parameters. This
payload is now controlled by the MID Server properties: shazzam.chunk_size,
mid.shazzam.regulator.packets_per_interval, and mid.shazzam.regulator.interval_ms. The
properties can be added to MID Servers and adjusted to change the probe payload settings.
It's not necessary to add these properties because the Shazzam probe falls back on the default
value of each property.
Windows Discovery optimization
A script is now run to offload work to the remote Windows systems to enhance efficiency of the
Windows Discovery probe. It's a requirement that these remote Windows systems run PowerShell
2.0 or higher (up to 5.0) to allow the script to run properly.
The Windows-installed software probe has been updated to enhance performance. This probe
now uses the $admin share folder as the default. When the MID Server queries the target, the
output is now written as JSON instead of XML. For more information on Windows Discovery, see
the knowledge base article KB0752537.
There is a new probe parameter output_format that controls the output format of the probe
and should not be changed. The probe post-processing script was updated to handle the new
format. You must have a minimum of 10 MB of free space for this to work.

Windows Server 2019

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New York release supports the discovery of Windows Server 2019 and Microsoft Hyper-V server
running on Windows Server 2019.
Windows probes
All Windows probes using WMI protocol now use the $admin share folder as the default to
enhance performance. If another network share is mounted on each Window's target, the folder
may be changed by updating the MID Server property mid.powershell.target_base_dir.

Activation information

Discovery is available as a separate subscription from the rest of the Now Platform® and requires
the Discovery (com.snc.discovery) plugin.

Accessibility information

The following accessibility improvements were made in the Discovery-related sections of the
Information Technology Operations Management (ITOM) Guided Setup:
• Improved screen reader accessibility (including alternative text to images and labels to text
fields)
• Improved color contrast of hyperlinks (in Discovery Quick Start)

Related ServiceNow applications and features

Service Mapping
ServiceNow® ITOM Visibility application includes both Discovery and ServiceNow® Service
Mapping in one package. Discovery must be activated and set up to allow Service Mapping to
discover devices and applications. Together, Discovery and Service Mapping give you a unified,
connected view of your entire IT network and the services that it supports.

Service Mapping release notes


ServiceNow® Service Mapping feature enhancements and updates in the New York release.
Starting with the New York release, Service Mapping is part of ServiceNow® ITOM Visibility
application. For more information, see ITOM Visibility release notes.

New York upgrade information

During upgrade to the New York release, the April 2019 (1.0.39) release of Discovery and Service
Mapping Patterns is automatically installed for Discovery customers.

Important: It may make the upgrade time longer depending on your CMDB size. To
decrease the upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York release.

New in the New York release

Discover services with service-centric top-down schedules

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Create top-down discovery schedules based on service attributes or service group attributes.
You may need to discover some services more often than others, because of their criticality.
Alternatively, you may want to create custom schedules to rediscover services that undergo
changes more often than once a day.
Transfer service definitions from one instance to another
Save time and effort by exporting definitions of application services from the source instance
and importing these definitions into the target instance. Use this method to copy definitions of
discovered application services only, not manually created application services.
Open service maps in Event Management
Open application services in the ServiceNow® Event Management feature of ServiceNow®
ITOM Health application by clicking Monitor Service at the top of the service map. In Event
Management, you can view alerts on configuration items (CIs) that are part of the application
service.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down
discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service
Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store
on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated
when you activate the Discovery (com.snc.discovery) plugin.
Use Service Mapping in Agent Workspace
Perform procedures involving lists of services and service forms available in the ServiceNow®
Agent Workspace product. For an example of how to use Service Mapping in Agent Workspace,
see Enable traffic-based discovery for an application service.
Import third-party services
Import third-party services as manually created application services using REST APIs. This process
correctly assigns applications to hosts and preserves connections between applications.

Changed in this release

Subscriptions for IT Operations Management applications


The ServiceNow platform uses a new licensing method where your organization is charged for
using the following IT Operations Management products: ServiceNow® ITOM Visibility product,
ServiceNow® ITOM Health product, and ServiceNow® ITOM Optimization product.
The Discovery (com.snc.discovery) plugin activation automatically triggers activation of the
ITOM Licensing (com.snc.itom.license) plugin. For more information, see Request Discovery.
Enhanced integration between ITSM and Service Mapping
The improved mechanism of recognizing planned and unplanned changes is implemented.
Data that Service Mapping provides to ServiceNow® Change Management product is more
accurate than before.

Activation information

Service Mapping is available under the ITOM Visibility subscription and requires activation by
ServiceNow personnel.
The following plugins are activated automatically when the Service Mapping plugin
(com.snc.service-mapping) is activated:

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ServiceNow New York New York release notes

• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping (com.snc.service-
mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-watch)

Note: The Event Management and Service Mapping Core (com.snc.service-watch)


plugin is different from the Event Management plugin (com.glideapp.itom.snac).

Accessibility information

Service Mapping supports Web Content Accessibility Guidelines (WCAG) 2.0 level AA for all
tasks performed on service maps in the View and Edit modes. User interface elements have
enhancements that make them accessible to screen readers.

Related ServiceNow applications and features

Discovery
Service Mapping relies on ServiceNow® Discovery for discovering devices that act as hosts for
applications. Together, Discovery and Service Mapping give you a unified, connected view of
your entire IT network and the services it supports. Service Mapping and Discovery make up
ITOM Visibility.
Event Management
Event Management uses IT-related information gathered by Discovery and Service Mapping to
map alerts to configuration items (CIs). Event Management then provides service maps showing
alerts on CIs.
MID Server
Service Mapping uses the ServiceNow® MID Server product to communicate with CIs in your
organization.

ITOM Optimization release notes


ServiceNow® ITOM Optimization is a new application in the New York release.
ITOM Optimization uses the features of the ServiceNow®Cloud Management application.

ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.

ITOM Optimization features

Cloud Management
With Cloud Management, you can use a single interface to access cloud resources, publish
cloud offerings to a catalog, and manage the usage of those resources. You can also manage

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ServiceNow New York New York release notes

the life cycles of those resources. Cloud Management is integrated with both private and public
cloud providers, including Amazon AWS Cloud, Microsoft Azure Cloud, and VMware offerings.
For more information on new and changed features, see the Cloud Management release notes.

Activation information

ITOM Optimization uses the features of Cloud Management. Cloud Management requires a
specific plugin.
For more information about the required Cloud Management plugin, see Cloud Management.

Related ServiceNow® applications and features

ITOM Optimization
Use ITOM Optimization together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.

Cloud Management release notes


ServiceNow® Cloud Management enhancements and updates in the New York release.

New York upgrade information

• Upgrade from any version of Cloud Management version 2 (starting in the Kingston release) is
supported.

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ServiceNow New York New York release notes

• Catalog items created from cloud-native templates in releases prior to the Madrid release
are treated as blueprint-based catalog items. As a result, you cannot modify the underlying
template. There is no workaround.

Changed in this release

Schedule discovery of all resources in a service account


The Cloud Management application uses an improved discovery process. You no longer
perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you schedule
discovery for each service account. Because the process generates a discovery schedule for
each logical datacenter in the service account, you can perform discovery for any number of
logical datacenters as needed.

Removed in this release

• Because the Cloud Management application uses an improved discovery process, you no
longer perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you
schedule discovery for each service account. See Schedule discovery of all resources in a
service account.

Activation information

The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate subscription. You must
request activation from ServiceNow personnel.

Related ServiceNow applications and features

Google Cloud Connector


The Google Cloud Connector app enables Cloud Management to support resources in Google
Cloud Platform accounts. Visit the ServiceNow Store website to get the app. The app listing
page includes details on Now Platform and software requirements.
IBM Cloud Connector
The IBM Cloud Connector application enables Cloud Management to support resources in IBM
Cloud Platform accounts. Visit the ServiceNow Store website to get the app. The app listing
page includes details on Now Platform and software requirements.

IT Service Management release notes


IT Service Management has new and updated features in the New York release.

Asset Management release notes


ServiceNow® Asset Management product enhancements and updates in the New York release.

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New York upgrade information

• In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the
following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver.
These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were upgraded are closed.
For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for
fulfillment and Prepare for shipment stages are closed because the tasks were completed
before the upgrade.

Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.

New in the New York release

Improve new hire onboarding experience leveraging Asset Management


Automate the process for new hires to request IT assets, track and update the assets, and
minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with
a base system workflow that automates the fulfillment process for IT hardware, software, and
consumable requests. The status of the IT asset is automatically updated as it moves through the
fulfillment process until it gets assigned to the requester.
Mobile Experience: Enable end-users to keep track of assigned equipment and create incidents
Create an incident against an asset with the Now Mobile app. You can also use the mobile
application to view assets assigned to you.
Mobile experience: Receive equipment into inventory
Improve employee productivity and reduce fulfillment cycle time with the ServiceNow®Agent
mobile app. Enable personnel to receive equipment into their inventory by taking a picture of
the QR code of the asset.

Activation information

Active by default.

Benchmarks release notes


ServiceNow® Benchmarks product enhancements and updates in the New York release.

Changed in this release

Benchmarks dashboard
As a managed service provider (MSP), you can view the global MSP aggregate score in the
Benchmarks KPI dashboard. With the appropriate access roles, you can view six months of
historical KPI data.
Gather six months of historical KPI data
Run a scheduled job to generate six months of historical KPI data.

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Activation information

You must opt in to Benchmarks to participate in Benchmarks data collection. However, you can
opt out at any time.

Change Management release notes


ServiceNow® Change Management product enhancements and updates in the New York
release.

New York upgrade information

After you upgrade, you can:


• Request and activate the ITSM Roles (com.snc.itsm.roles) plugin to use the granular roles
introduced in the New York release. This plugin contains new user roles for all ServiceNow®
ITSM products including Change Management. For more information, see Request ITSM Roles-
Change Management.

Note: This plugin introduces an enhanced security model to ensure that the new roles
function as expected. This plugin includes new security ACLs for tables, fields, and UI
actions, and may impact any customizations made to security model on the base
system.

New in the New York release

Request ITSM Roles- Change Management


Use the new read and write roles for Change Management to provide more flexibility in granting
access to your users. Activating the ITSM Roles — Change Management plugin adds the
following roles.
• sn_change_read
• sn_change_write

Activate Business Stakeholder

Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user

If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
For more information, see Request ITSM Roles- Change Management plugin.

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ServiceNow New York New York release notes

Create approval definitions


When adding a group approval for an approval definition, you can specify how many users
should approve the definition. When you use the Percentage of users option, you can select the
percentage of users that you need for an approval definition. This feature gives you flexibility in
determining the number of approvals required to complete the approval action.
Identify unauthorized change activity
When an unplanned configuration item (CI) activity occurs, it's critical that you capture the
change and raise an approval request to review the impact. You can now identify and approve
an unauthorized change from the Change Management application. The Unauthorized check
box in the Schedule section of an emergency change request, if selected, indicates that the
change is unauthorized.
New Service offering related list added to the Change request form
For any change request, you can now view the list of impacted service offerings when you
implement this change. The Service offering related list in the change request contains a list of
affected service offerings. This related list is available when you activate the Service Portfolio
Management plugin. Choosing the Refresh Impacted menu option automatically adds this
plugin. This refresh action lists all the impacted CIs and the related affected service offering list of
the change request.

Note: To make this change, ensure that you have the admin, personalize, or
personalize_form role.

Create a change request


Use the Service field on the Change Request form to add the business service that you want to
make available for the change request.
Quick start tests for Change Management
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Change Management still works. If you customized Change Management, copy the
quick start tests and configure them for your customizations.

Changed in this release

Business Service renamed to Service


The name change is implemented in the following areas:
• The Business Service field is relabeled as Service. The Service field is available on the Change
Request form in the base system.
• The Source field value Business Service is relabeled as Service in blackout and maintenance
schedules.

These changes are only available for new users. There are no changes to these field labels for
upgrading users. If you want to experience the change, modify both field labels to align to this
new standard.
Change Management API
The Change Management API suite is enhanced to improve the user experience of DevOps
teams that integrate with Change Management. The new REST API endpoints enable DevOps
team members to add and retrieve affected CIs, impacted services, and service offerings for

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a change request. Based on the affected CIs, the REST API also triggers the Refresh Impacted
Services process that populates the impacted services.

Removed in this release

The Routine form view of the Change form context menu is removed. The files related to this view
are deleted from the sys_ui_view.list.

Activation information

Change Management provides the following plugin:


• The ITSM Roles plugin installs granular roles that provides more flexibility in granting access
to your users. This plugin contains new user roles for all ITSM products, including Change
Management. For more information, see Request ITSM Roles- Change Management.

Note:
• This plugin is activated for new users. Existing users must request and activate the
plugin to use it.
• This plugin introduces an enhanced security model to ensure that new roles function
as expected. This plugin includes new security ACLs for tables, fields, and UI actions.
The security ACL may impact any customizations made to the security model base
system.

Coaching release notes


ServiceNow® Coaching product enhancements and updates in the New York release.

New in the New York release

Automatically assigning skills after completing coaching assessments


Automatically assign skills to trainees for specific skill levels based on the training they have
completed. For example, if a trainee completes training for learning Japanese at an expert
level, then the skill level 'expert' can be assigned to the trainee.
Creating coaching assessments from incidents, problems, or change requests
You can create a coaching assessment from incidents, problems, change requests, or any other
table that extends the task table. Enable the display of the Create Coaching Assessment button
and create your assessments using that button.

Activation information

The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated
by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are
not already active. The Coaching application is available with the ITSM Professional subscription
only. Please contact your account manager for more information.

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Continual Improvement Management release notes


ServiceNow® Continual Improvement Management product enhancements and updates in the
New York release.

New in the New York release

Guided tour for Continual Improvement Management


As an improvement manager or a coordinator, you can use the guided tour to guide you
through creating, monitoring, and running improvement initiatives. When you create an
improvement initiative, click question mark icon (?) in the top UI ribbon and then click Take a
tour to get started with the guided tour.

Changed in this release

Changes in UI labels

• The label for Implement state has been changed to In Progress state.
• The field name Why this improvement is important has been changed to Business justification.

Associate similar initiatives with a parent initiative


Track initiatives easily by associating similar parent initiatives to a child initiative or similar child
initiatives to a parent initiative.

Activation information

The Continual Improvement Management (com.sn_cim) plugin requires a separate subscription


and must be activated by ServiceNow personnel. This plugin includes demo data and activates
related plugins if they are not already active. The Continual Improvement Management
application is available with the ITSM Professional subscription only. Contact your account
manager for more information.

Incident Management release notes


ServiceNow® Incident Management product enhancements and updates in the New York
release.
The Incident Management product helps to restore normal service operation during incidents
while minimizing impact to business operations and maintaining quality.

New in the New York release

ITSM Roles — Incident Management plugin

The ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management)


adds the sn_incident_read and sn_incident_write roles, which enables you to restrict broader
access to your data for increased data protection. It also updates the existing security model for
Incident Management to support these new roles.

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Business Stakeholder role

Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user

If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.

Special handling notes for incident records


Provide additional information about an individual record or set of records that meet one or
more conditions by including special handling notes, which are displayed in a pop-up window.
Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling
Notes related link from which you can create the notes. Remember to configure the incident
form to display these notes.
Major incident workbench improvements

• Alerts: Activate the Event Management plugin (com.glideapp.itom.snac) to add an Alert


card under the Summary tab that keeps you up to date on the number of alerts for each
incident. The count is the total of all primary and secondary alerts for the incident.
• View recent outages: View the downtime for the listed impacted services and affected CIs
on the Impacted Services and Affected CIs card. Up-to-date outage information enables you
to quickly deal with issues.

Chat from Outlook add-in


Chat with a virtual agent directly within Microsoft Outlook using the ServiceNow for Outlook add-
in. Previously, you could only create a VTB task or incident from the add-in.

Changed in this release

KCS article integration for Incident Management


Knowledge-Centred Service (KCS) is an initiative related to the creation and continuous
improvement of knowledge. KCS article integration for Incident Management enables you to
create known error articles more easily from an incident and use templates to include issues and
resolutions.
Calculation of time to identify in Post Incident Report includes alerts
The Time to Identify is calculated as the difference of time between the creation of the
first related alert for the incident or creation of the incident (if there is no alert or the Event
Management plugin is inactive), whichever is earlier, and the time when the incident is first
proposed or promoted as a major incident.

Note: In previous releases, this value indicated only the time from creation of an incident
to when the incident was first proposed as a major incident.

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Clickable links on major incident workbench


Added clickable links for all the related records in the cards under the Summary tab. You can go
to the form view of any record using the link. Except for the related alert links in the Alert card,
all other links take you to the form view of the record. For Alerts, the link takes you to the Alert
workspace.
Create Outage
When you create an outage from an Incident, the outage record is not saved unless you
manually save or submit the record. In previous releases, when you created an outage the
record was created and saved immediately.
Customizable Outlook add-in
Create new manifests, and clone and customize labels, logos and descriptions of the Outlook
add-in. You can also change the plugin ID in order to use multiple versions of the add-in from an
Outlook client.

Activation information

• Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident
Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure the incident form layout
to view special handling notes.
• Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)
for integration of Incident Management with Advanced Knowledge Management features
that enable you to create known error articles easily from an incident.

ITSM Agent Workspace release notes


ServiceNow® ITSM Agent Workspace product enhancements and updates in the New York
release.
The ITSM Agent Workspace integrates the platform functionality specific to ITSM tier 1 agents and
puts these features into an easy-to-navigate interface.

New in the New York release

Plugins
Introduced two plugins, ITSM Workspace Landing Pages
(com.snc.agent_workspace.itsm.landing_page) and ITSM Workspace Landing Pages — Premium
(com.snc.agent_workspace.itsm.landing_page_premium), to provide two versions of landing
pages to deliver the standard and the premium landing page for ITSM Agent Workspace.
Landing pages
Introduced two landing pages where you can view reports and indicators:
• Incident Overview: The basic landing page includes single-score reports and the list report.
These reports provide information on open P1 incidents, incidents on which an SLA is already
breached or about to be breached, incidents that are not assigned to anyone, and the
records that are assigned to a user to work on.
• Incident Overview — Premium: The premium landing page includes the reports in the basic
version as well as additional single-score reports. The landing page includes assigned tasks
for you and unassigned incidents in the system. It also displays a graphic representation of

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organizational performance metrics such as Mean Time To Resolution, First Call Resolution,
and Customer Satisfaction.

Major incident state field


Introduced the major incident state field on the incident form header of workspace. The value is
highlighted if the state is Proposed or Accepted.

Activation information

Activate the ITSM Workspace Landing Pages — Premium plugin


(com.snc.agent_workspace.itsm.landing_page_premium) to get the premium landing page for
ITSM Agent Workspace. Activation of the plugin automatically activates the Agent Workspace
(com.agent_workspace) plugin and the Performance Analytics — Content Pack — ITSM
Dashboards plugin (com.snc.pa.itsm_dashboards).

ITSM Virtual Agent release notes


ServiceNow® ITSM Virtual Agent product enhancements and updates in the New York release.
ITSM Virtual Agent includes many predefined conversations designed to help your IT users
complete common tasks, such as password reset and creating an incident.

New in the New York release

Natural Language Understanding

Benefit from Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic
conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize
word contexts to better infer user or system actions.
Enable NLU on the ITSM Virtual Agent application and republish your conversations to optimize
user experience with the NLU feature.
Decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker
time-to-value in the short term. Or you can choose all NLU, which results in a better employee
experience in the long term.

ITSM Virtual Agent conversations


Duplicate and extend the provided example ITSM Virtual Agent pre-built conversation flows.
Expand your conversation library, by publishing these additional pre-built topic conversation
flows:
• Walk-up Check-in

Note: the Walk-up Check-in topic is available when the Walk-up Experience plugin
(com.snc.walkup) is activated.
• Guest WiFi Access
• Local Admin Access
• Repository Access
• Email Setup
• Email Issues
• VPN Connectivity
• Meeting Room Issues

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• Troubleshoot Slow Computer


• Printer Issues
• Manage Distribution List
• RSA Token
• Greetings
• Anything Else Topic
• Live Agent Support
• Closing Conversation
• Personalized Greeting Topic
• Error Handling Topic
• Provide Virtual Agent Feedback
• Fallback Topic
• Virtual Agent Capabilities
• Time and Date

Changed in this release

Modified ITSM Virtual Agent conversation


Improved the following ITSM Virtual Agent topic flows:
• Order an Item — Text enhanced with more specific detail and renamed to Submit a Request.
Enables you to order basic items directly within ITSM Virtual Agent.
• Reset Password — Text enhanced with more specific detail and renamed to Get Password
Reset Link. Enables you to obtain a link to directly reset a password within ITSM Virtual Agent.
• System Status — Text enhanced with more specific detail and renamed to Service Disruptions.
Enables you to view known outages and degradations within ITSM Virtual Agent.

Activation information

• Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the HI
Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent Conversations plugin
(com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.

Notify release notes


ServiceNow® Notify product enhancements and updates in the New York release.

New in the New York release

The NotifyConferenceUtil API provides methods to manage Notify conference calls and SMS
messages for various telephony service providers, such as Zoom and WebEx. Previously the Notify
API supported only telephony providers like Twilio.
SMS preference configuration

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Recipients can opt out of receiving text messages from US short code and long code to comply
with the industry standards.
You can unsubscribe from receiving SMS messages from a short code or a long code by sending
the opt-out keyword configured in the SMS Preference Configuration, for example, STOP, END,
CANCEL, UNSUBSCRIBE, and QUIT. Any of these STOP keyword replies can prevent the user from
receiving new messages from the phone number they're responding to.

Note: You can also configure Notify to opt in to receive SMS messages from a service
provider.

Callback testing
Make an outgoing call or send a test SMS message using Twilio to trigger callbacks in
ServiceNow without having to make a direct request.

Note: This feature is available only for the Twilio Direct driver.

Send a brief message to conference call participants


Send a brief message to the participants when starting a conference call to set a context for the
conference.
Select phone numbers or service providers in a communication plan

Add multiple service providers for SMS and Voice Services. You can select a service provider or a
phone number when creating a communication plan.
Select a phone number/shortcode or a service provider when adding a communication
channel to a communication plan so that you can select the right number/provider for sending
an SMS message or initiating a conference call.

Changed in this release

Manage conference calls


Enable users to join an active conference call without having to navigate through related
records.
Sending SMS messages simplified
Send SMS messages as efficiently as adding a participant to a call. You can easily choose a
number or a provider from which you want to send an SMS to the conference call participants
and add and remove participants. You can also search for a participant, group or phone
number to send an SMS.
Custom label for numbers and shortcodes
Add a user-friendly label for numbers and shortcodes from service providers using the Label field
in the Notify phone number page.

Activation information

The Notify plugin requires a separate subscription. This plugin includes demo data and activates
related plugins if they are not already active.

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Related ServiceNow applications and features

On-Call Scheduling
Configure On-Call Scheduling to use Notify functionality to send SMS alerts and assign users to
tasks based on the SMS responses.
Major Incident Management
Use Notify with incident communication plans and major incidents to send SMS messages or start
conference calls.

On-Call Scheduling release notes


ServiceNow® On-Call Scheduling product enhancements and updates in the New York release.
On-Call Scheduling provides the ability to create on-call schedules and escalation policies for a
group. An on-call schedule determines who should be notified when a task is assigned to a group.
When using the Notify plugin (com.snc.notify), you can notify on-call members using voice and
SMS capabilities.

New in the New York release

User interface for creating and maintaining a schedule

Create a new schedule or edit an existing one by defining shifts and rosters. Edit roster
information, escalation policies, and group settings all from the same page.

Group templates
Create templates for your group that can be used when creating an on-call schedule. A 24/7
template is provided by default. You can also create your own customized templates.
Create draft shifts

Create an on-call shift in draft/inactive mode and publish the shift when the schedule is ready to
be published, or unpublish it to return it to draft mode.

Time-zone selector
Use the time-zone selector on the on-call calendar to change the date and times in the
selected time zone.
On-call Contact preferences

Create and manage your contact preferences for on-call escalations. You can indicate your
availability and add communication channels for individual contact attempts.

Note: In the base product, on-call notifications of Email, SMS and Voice are supported
but SMS and Voice notifications are available only when Notify is enabled.

On-call contact sources


When adding devices, users can select devices from various contact sources, for example, the
user table, notification devices configured on the user profile, and so on. Admins can configure
these on-call contact sources.
Contact preference overrides

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The on-call manager can override on-call user preferences for a shift or an escalation policy.

Changed in this release

Support of multiple escalation policies per shift


On-Call Scheduling supports multiple escalation policies per shift.

Removed in this release

The older on-call creation wizard was replaced by a more robust wizard that you can use to
create, edit, and maintain on-call schedules.

Activation information

Active by default.

Related ServiceNow applications and features

Notify
Within On-Call Scheduling, you can use Notify functions to send an SMS to on-call members
when an incident is assigned to them.

Problem Management release notes


ServiceNow® Problem Management product enhancements and updates in the New York
release.
The Problem Management product helps identify the cause of errors in the IT infrastructure that
are reported as occurrences of related incidents.

New York upgrade information

If you are an existing customer who wants to use the sn_problem_read or sn_problem_write roles,
you need to perform some steps to view the Problem modules. For more information, refer to
Problem Management upgrade information .

New in the New York release

ITSM Roles — Problem Management


The ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management) adds
the sn_problem_read and sn_problem_write roles, which enable you to restrict broader access to
your data for increased data protection. It also updates the existing security model for Problem
Management to support these roles.
Business Stakeholder role

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Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user

If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.

Activation information

Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Problem
Management plugin.

Problem Management upgrade information


Problem Management upgrade information for the New York release.
Existing customers who use the sn_problem_read or sn_problem_write role, perform the following
steps to view the Problem modules:
1. In your instance, log in as an administrator.
2. On the application navigator, search for the Problem application.
3.

On the Problem application menu, click the edit icon ( ).


4.

Next to the Roles field, click the edit icon ( ).


5. From the Available list, move the sn_problem_read role to the Selected list.
6. Click Done.
7. On the Application Menu form, click Update.
8. Provide the mentioned roles to each module in the Problem application menu by performing
the following actions:
Module Role
Create New sn_problem_write
Assigned to me sn_problem_read
Open sn_problem_read
Open — Unassigned sn_problem_read
All sn_problem_read
Overview sn_problem_read

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a.

Click the edit icon ( ).


b.

Next to the Roles field, click the edit icon ( ).

Note:
Add the new role in addition to the existing roles. Do not replace the existing roles.

c. From the Available list, move the required role to the Selected list.
d. Click Done.
e. On the Module form, click Update.

Close Problem UI actions

The Close Problem UI action is not visible for the user with the sn_problem_write role. If this UI
action is required, manually update the condition of the UI action to include the sn_problem_write
role along with the ITIL role.

Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Resolve Incidents module does not work

The Resolved Incidents module is visible to the user with the sn_problem_read or sn_problem_write
role as the resolved incident UI action is not restricted to any role. When the user clicks the UI
action, the state of the incident does not change.

Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Communicate workaround related link does not work

The Communicate workaround related link is visible to a user with the sn_problem_read or
sn_problem_write role. When the user clicks the related link, no action is performed.

Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Service Catalog release notes


ServiceNow® Service Catalog product enhancements and updates in the New York release.

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Service Catalog provides a requester view of available services and products that are offered by
departments within your organization.

New in the New York release

Domain separation in Service Catalog

Ensure data privacy across domains when you support multiple customers in a single ServiceNow
instance, if you are a service provider. You can restrict that catalog items are requested by users
of a specific domain without using user criteria. Catalog items, record producers, content items,
and order guides are data domain-separated. Variables and variable sets are not domain-
separated.
To share items across domains, you can create those items in the global domain using user
criteria.

Request experience in the Now Mobile app


Request an item or service, and track or approve requests on a mobile device using the Now
Mobile app.
My Request Filter for the Now Mobile app
Define a filter to display task records in addition to incidents and requests in theMy
Requests#applet in theNow Mobile app. For incidents and requests, Service Catalog Request
Mobile and Incident Mobile filters are available by default.
Related articles and catalog items
Configure related items and articles for a catalog item to provide additional information or
alternatives. These articles and items are displayed in the catalog item page in Service Portal
and Now Mobile.
Granular roles
Assign access permissions at a granular level using the sn_request_read and sn_request_write
roles. These roles are added when the ITSM Roles - Request Management plugin
(com.snc.itsm.roles.request_management) is activated.
Business stakeholder role

Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user

If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.

Maximum number of rows in a multi-row variable set


Set a limit to the number of rows that you can add to a multi-row variable set by using the
max_rows attribute in the Variable Set attributes field.

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Changed in this release

Modifications for a multi-row variable set

• When you clone a request that contains a multi-row variable set, the information that is
specified in the multi-row variable set is available in all cloned requests.
• A multi-row variable set is now visible in the variable summarizer in Service Portal.

Request submission using Virtual Agent


The pre-defined Order an item topic conversation has been renamed to Submit a request. You
can submit a request for a supported catalog item via Virtual Agent by answering questions in
the conversation instead of opening the catalog item and filling in a form.

Activation information

Active by default.

Service Level Management release notes


ServiceNow® Service Level Management product enhancements and updates in the New York
release.

New York upgrade information

After you upgrade, you can activate the Service Portfolio Management SLA Commitments plugin
(com.snc.service_portfolio.sla_commitment) to use the Service Commitment flag in the SLA
Definition record. With this flag, you can differentiate between an SLA definition tied to a Service
Offering commitment and an SLA definition that is not tied to a Service Offering commitment.

New in the New York release

Service Commitment flag in SLA Definition record


Use the Service Commitment flag to differentiate between an SLA definition tied to a Service
Offering commitment and an SLA definition that is not tied to a Service Offering commitment.
When a Service Commitment SLA Definition is created from a Service Commitment record, the
Service Commitment flag is automatically set to true.

Changed in this release

Service commitment related list exposed


Activate the Service Portfolio Management SLA Commitments
(com.snc.service_portfolio.sla_commitment) plugin to view the Service offering related list in
the Contract SLA form. While creating an SLA definition from a service commitment, the Service
offering only flag is set to true to support the existing SLA definition functionalities.

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Removed in this release

The Service Offering SLA Definition type that appears while creating an SLA definition is removed.
Only a single service commitment SLA type is available to provide a better experience.

Activation information

Active by default.

Service Owner Workspace release notes


ServiceNow® Service Owner Workspace product enhancements and updates in the New York
release.
Service Owner Workspace delivers a read-only workspace where service owners can monitor
service portfolios and effectively gain an overall understanding of service-related information.
Track and measure your service and service offering performance within multiple service
portfolios across various common key metrics using Service Owner Workspace.

New in the New York release

Service Owner Workspace monitoring

View and manage the IT services you own, as well as view all the IT services your business
manages.
Expand the service portfolio list to expose services and service offerings within a hierarchical
structure.
Select a service to access pertinent information, including service trends, related services and
information, improvement initiatives, and associated service offerings.
View and monitor service performance with score reports, customer satisfaction scores, and total
subscribers from the workspace.
Monitor outages, P1 and major incidents, and changes from the workspace.
Drill down into service offerings to view availability, SLA compliance, customer satisfaction,
offering stability, performance scores, and more.
Define and set the components and weighting used to determine service offering performance.
Define new metrics for use in service offerings. Service offering metrics can roll up to the service
level. Each service portfolio can have a unique metrics model that you define.
Remove metrics from a model, per portfolio, and adjust metrics weighting per offering.
Create a catalog item from a service offering.
Link service offerings to catalog items.

Service Offering Estimated Spend

Access calculation data and view offering spend data.


Determine the efficiency of a service offering's performance by comparing it to your
organization's performance expectations in relation to appropriate spend.
Compare your service offerings using spend, performance, and subscription dimensions.

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Data migration assistance

View the Migration Dashboard to quickly identify legacy data that is not conforming to the
enhanced Service Portfolio Management application structure.
Determine which existing legacy services and service offerings contain a deprecated structure
or are considered orphaned in the enhanced Service Portfolio Management application.
Modify services and service offerings to structurally comply with the enhanced Service Portfolio
Management application and easily migrate them into the new structure.

Activation information

The Service Owner Workspace plugin (com.spm_owner_workspace) is available as a separate


subscription.

Note: Activation of the Performance Analytics – Premium plugin (com.snc.pa.premium)


is required before you can activate Service Owner Workspace. Your Service Owner
Workspace subscription includes activation of Performance Analytics – Premium.

The following plugins provide Service Owner Workspace feature functionality:


• Service Portfolio Management Premium plugin (com.snc.spm) is automatically activated with
Service Owner Workspace. It collects service offering metrics and permits roll-up calculations
to parent services and taxonomy nodes for performance scores and other metrics viewed via
Service Owner Workspace.
• Financial Management for SPM plugin (com.snc.financial_management_for_spm). Enables
integration between Financial Management and Service Portfolio Management providing
preconfigured cost models. This plugin is optional.

Browser requirements

Internet Explorer browser versions prior to IE11 are not supported. Use the latest available versions
of the Chrome browser, Firefox browser, or Safari browser to access Service Owner Workspace.

Accessibility information

Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both users and administrators.

Related ServiceNow applications and features

Agent Workspace
Service Owner Workspace leverages the basic layout, lists, forms, actions, functionality, and
values of ServiceNow® Agent Workspace product and requires activation for these features.
Financial Management
Access Financial Management functionality through the Financial Management for SPM plugin
(com.snc.financial_management_for_spm). This plugin enables preconfigured cost models.
You can select between your local cost model and the cost model provided by the Financial
Management application.
Continual Improvement Management

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Display existing ServiceNow® Continual Improvement Management (CIM) records in Service


Owner Workspace when a service relation is indicated on associated forms.
You can initiate a CIM record when a performance issue with a service or offering is displayed.

Vendor Manager Workspace

View all vendor contacts and vendor-related information.


Access vendor information from Service Owner Workspace to view and understand externally
sourced services.
Isolate vendor-provided services in Service Owner Workspace views.

Demand Management
Integration enables the display of existing ServiceNow® Demand Management records in
Service Owner Workspace when a service relation is indicated on associated forms.
Project Portfolio Management
Integration enables the display of existing ServiceNow® Project Portfolio Management records in
Service Owner Workspace when a service relation is indicated on associated forms.

Service Portfolio Management release notes


ServiceNow® Service Portfolio Management product enhancements and updates in the New York
release.
The Service Portfolio Management application is a powerful tool that provides a time-conscious
approach for you to successfully plan, design, build, and implement your service portfolios. You
can collect service offering metrics and roll-up calculations to parent services and taxonomy
nodes.

New York upgrade information

If you are an existing Service Portfolio Management user on a release prior to New York, you are
using the legacy application. Upgrading to New York retains your Service Portfolio Management
legacy data, while adding new features and functionality.
If you want to access all available Service Portfolio Management features and functionality,
consult your service manager to migrate to the Service Owner Workspace application.

New in the New York release

Service Portfolio Management design experience

Create, manage, and edit multiple service portfolios with unique owners, market scopes, and
vendors.
View and update your portfolios, including associated taxonomy objects and services. If you are
a portfolio manager with the portfolio_admin role, you can create, read, update, and delete all
portfolios, taxonomy objects, and services instance wide.
Create and manage multiple taxonomy layers within your service portfolio. A portfolio can have
various taxonomy layers. You can add new taxonomy structures to a portfolio or edit an existing
structure.

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Create nodes for your taxonomy layers. Taxonomy nodes are flexible in number. You can edit
existing nodes or add new nodes to a taxonomy layer.
Create, view, modify, and delete services as necessary.
Reparent services by moving them from one taxonomy node to another. All service offerings
move with the associated service.

Service Portfolio Management roles


Assign specific defined roles to service portfolio managers and owners and service owners
based on user responsibilities and security objectives.
Sample data

Access, view, and analyze the Service Portfolio Management sample taxonomy and services
content to plan and create your service portfolio.
Model your portfolios based on how service portfolios and services are constructed within the
sample data.
Provide your organization with an example of a portfolio structure. This structure can accelerate
decision making regarding your approach to portfolio structure for your organization.

Service subscriptions

Gain insight into usage of your service offerings, including the request and fulfillment processes
for catalog items that are linked to your offerings.
Correlate subscribers to service offerings and reveal offering usage data to your organization.

Domain separation

Separate your data, processes, and administrative tasks into logical groupings called domains.
You can then control several aspects of this separation, including which users can see and
access data.
Domain separation in Service Portfolio Management is supported at the Data only level,
meaning it supports the data security model of separating visibility of data from one domain to
another.

Changed in this release

Business Service label


All occurrences of the Business Service table and reference field label Business Service
throughout the product are changed to Service. For example, the Business Service form is
changed to Service form.

Note: This change is for new instances only and does not affect existing upgraded
instances.

Service and Service form attributes

Services can exist without a parent taxonomy node only until they are in the Pipeline phase with
an Approved status. At this point, the service must be associated with a parent taxonomy node.
Services cannot be in the Catalog or Retired phase without association to a parent taxonomy
node.

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All services should have at least one associated offering. A service cannot move to the Catalog
phase without an offering.
Service form fields are changed, while other fields are added. Added or changed fields include:
• Service portfolio
• Taxonomy node
• Delegate
• Phase (changed from Portfolio status)
• Status (changed from Service status)
• Aliases
• Business contact
• Maintenance schedule
• Performance score
• CSAT score
• Short Description
• Version
• Start date
• End date
• Delivery Manager
• Business relation manager
• Service provider
• Prerequisites
• Business need
• Last review date
• Compatibility dependencies
• Monitoring requirements

The Edit Weights related link is added to the Service form.


The View Toggle button is added to the Service form.
Several related lists are added to the Service form so that service owners can view all active
tasks and information related to a service. Related lists include:
• Services I Depend On.
• Services Dependent On Me.
• Incidents.
• Problems.
• Recent Changes: Includes, currently active changes, closed in the past seven days, or
scheduled to start within the next 14 days for this service.
• Other tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Service Offering Node Weights.
• Improvement Initiatives.

Service offering and Service Offering form attributes

Service offerings are operational only when the parent service is in an operational state.
Service offerings are retired when the parent service is retired.
When a service offering is retired, a notification is sent to users with the catalog_admin role
indicating that associated catalog items are orphaned. A user with the catalog_admin role can
then deactivate the orphaned catalog items.

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Service Offering form fields are changed, while other fields are added. Some added fields are
inherited from the parent service. Added or changed fields include:
• Owned by
• Delegate
• Start date
• End date
• Maintenance schedule
• Aliases
• SLA
• Performance score
• Short Description
• Description
• Delivery manager
• Phase (changed from Portfolio status)
• Status (changed from Operational status)
• Total subscribers
• CSAT survey frequency
• CSAT survey last sent

The Edit Performance Weights related link is added to the Service Offering form.
The View Toggle button is added to the Service Offering form.
The Service Availability related list is removed from the Service Offering form.
Several related lists are added to the Service Offering form so that service owners can view all
active tasks and information related to a service offering. Related lists include:
• Service Offerings I Depend On.
• Service Offerings Dependent On Me.
• Outages.
• Incidents.
• Problems.
• Recent Changes: Includes, currently active changes, closed in the past seven days, or
scheduled to start within the next 14 days for this service.
• Other Tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Catalog Items.
• Performance Metrics.
• Improvement Initiatives.

Activation information

Service Portfolio Management Core is active by default for ITSM SKUs and adds the Service
Offering table [service_offering] to Configuration Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you have the admin role:
• The Service Portfolio Management - Foundation plugin (com.snc.service_portfolio) provides
base-system functionality for Service Portfolio Management. It enables your organization
to document portfolios, taxonomies, services, and service offerings using a standardized,
structured format. This plugin includes demo data.

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• The SPM Taxonomy Content Pack plugin (com.snc.spm.content) provides a sample Service
Portfolio Management taxonomy for faster implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin (com.snc.service_portfolio.sla)
adds SLA commitment support to Service Portfolio Management. This plugin includes demo
data.

Accessibility information

Conforms to WCAG-AA for both users and administrators.

Related ServiceNow applications and features

Configuration Management Database (CMDB)


Service Portfolio Management - Core adds the Service Offering table [service_offering] to the
CMDB.
Service Catalog
Service Portfolio Management integrates with ServiceNow® Service Catalog at the service
offering level of the application. You can choose services from an existing catalog, as well as
initiate service catalog additions.
Service Level Management
Service Level Agreement (SLA) commitment support functionality is added to Service Portfolio
Management by integrating with ServiceNow® Service Level Management.

Vendor Manager Workspace release notes


ServiceNow® Vendor Manager Workspace is a new application in the New York release.
Vendor Manager Workspace provides a single destination for you to manage and view vendor
performance, information, and data. Users with the admin role can configure vendor score
weight and metrics, as well as add and define vendors using platform list views and forms.

Vendor Manager Workspace features

Vendor Manager Workspace monitoring experience

Manage your vendors in a single workspace interface to effectively gain knowledge of all
vendor-related information.
Monitor and view vendor performance metrics from the workspace view.

Vendor directory

View a high-level collated list of every vendor your organization manages and collaborates with
in both workspace view or platform view. In workspace view, you can choose My Vendors to
see the vendors that you personally manage. View All Vendors to research and gain insight into
vendors you don't manage but want to know about.
Use the vendor directory as a landing page to access key vendor information, such as Vendor
Name, Vendor Score, Vendor manager, Vendor type, vendor's Rank tier, Relationship Start Date,
Total Cost of Contracts, and Unique Subscribers.

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Vendor profile

Select a vendor name from the vendor directory in workspace view to monitor and manage all
pertinent vendor-related information. In addition to viewing Rank tier, Vendor type, and Vendor
manager, as seen in the vendor directory, you can also view the following vendor-related details:
• Service offerings
• Contracts
• Improvement initiatives
• SLA definitions
• Vendor performance metrics and trending
• Vendor risk score details
• Vendor website
• Vendor location and address
• Vendor contact name and internal contact names

Vendor Score Weight Definitions and Metrics Configuration

Define the Vendor Satisfaction Weight and Average Performance Score of Service Offerings
Weight via the Vendor Score Weight form. The average of this metric is displayed in the
workspace at the Vendor Score.
View and monitor the overall health of your vendor via the Vendor Score.
Calculate and view the average Performance score of a vendor's service offerings.
Calculate and view the Vendor Satisfaction Rating determined by stakeholders who collaborate
with your vendors.
Decide what performance score metrics to monitor and manage in workspace view.

Alignment with Continual Improvement Management


Determine if your vendors are trying to improve performance by viewing the continual
improvement initiatives a vendor is engaged in.
Alignment with Service Portfolio Management
Learn how many active service offerings and unique service offering subscribers a vendor has to
evaluate the business impact that a vendor has on your company.
Alignment with Contract Management
Discover how many active contracts a vendor has to evaluate the financial impact the vendor
has on your company.
Alignment with Service Level Management
Find out how many active SLA definitions a vendor has to monitor their service level agreements
with your company.
Alignment with Vendor Risk Management
View your vendor’s current risk rating to determine if the vendor is in compliance with expected
risk outcomes.
Alignment with Assessments and Surveys
Determine stakeholder satisfaction with their collaboration with your vendor by generating a
Vendor Satisfaction assessment.
Quick start tests for Vendor Manager Workspace

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After upgrades and deployments of new applications or integrations, run quick start tests
to verify that Vendor Manager Workspace still works. If you customized Vendor Manager
Workspace, copy the quick start tests and configure them for your customizations.

Activation information

Vendor Manager Workspace is available as a separate subscription. Activating the Vendor


Manager Workspace plugin (com.snc.vlm.vmw) enables you to access, configure, and use the
workspace for vendor management and monitoring.

Related ServiceNow applications and features

Continual Improvement Management


Alignment enables the display of existing ServiceNow® Continual Improvement Management
(CIM) records in Vendor Manager Workspace when a vendor is attempting to improve
performance.
Contract Management
Alignment enables the display of existing contract records in Vendor Manager Workspace.
Performance Analytics
Integration with ServiceNow® Performance Analytics enables you to view metrics for use in
vendor management.
Service Portfolio Management
Integration with ServiceNow® Service Owner Workspace to monitor and manage service
offerings and related details.
Service Level Management
Integration enables the display of service level agreements, operational level agreements, and
underpinning contracts in Vendor Manager Workspace.
Vendor Risk Management
Integration enables the display of risk rating in Vendor Manager Workspace. The ServiceNow®
Vendor Risk Management application requires a separate license.
Assessments and Surveys
Integration enables the generation of Vendor Satisfaction metrics via the base-system Vendor
Satisfaction assessment.

For more information, see Vendor Manager Workspace.

ServiceNow mobile release notes


ServiceNow® mobile product enhancements and updates in the New York release.

Mobile platform release notes


ServiceNow® mobile product enhancements and updates in the New York release.
You can manage incidents, collaborate with your team, respond to approval requests, access the
knowledge base, and receive push notifications with your mobile device.

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New York upgrade information

During the upgrade to the New York release, the instance is updated to use the new mobile
hierarchy, which includes new features such as application launchers and a configurable
navigation bar. Any unmodified base system mobile applications that are installed on your
instance are automatically updated to work with the new design and can be used with Studio
right away. For more details on the mobile hierarchy, see ServiceNow mobile app configuration.
Modified base system applications and applications that you have created in Studio will continue
to work after the upgrade, but they will not be configurable in Studio until after you run the mobile
migration script. For additional details on the migration script, see Migration from Madrid to New
York mobile.

New in the New York release

Applet Launchers
Create an applet launcher that acts as a landing page for your users. Your users see an applet
launcher when they first log in to a mobile app. This launcher provides access to applets in
various formats, as well as search, quick actions, and user information.
MobileDeepLinkGenerator
Embed a link to a list or form applet within the ServiceNow Agent, Now Mobile, and Mobile
Onboarding apps.
Navigation bar
Use the navigation bar in the Application Menu to access applets, applet launchers, settings,
and notifications. This bar is at the bottom of your mobile applications.
Form Applet
Use a form applet to display the details of a record. For example, your users may need to select
a record to see details that they couldn't find on the list header or map applet. The form applet
replaces the detail screen that was previously a part of list and map applets and includes the
same functionality.
Localization on mobile devices
Native mobile apps are localized in 15 additional languages.

Changed in this release

Mobile Application Hierarchy


The mobile application hierarchy has changed to a more configurable format using application
launchers and a configurable navigation bar.
Form Applet has replaced record details screens
Use the form applet to provide a view of record details, activity, and related lists for a record.
Applets that link to a record, such as a list applet or calendar applet, can optionally include a
form applet. Previously, applets linked to details screens displaying form data.
Guided application creator
Create a mobile application in Guided Application Creator. With the Guided Application
Creator, you can set up an application and use it right away. A developer can add more

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functions later. New applications that are created in Studio now use the Guided Application
Creator by default.
Mobile UI Styles
Use the new item view enhancements to add dynamic styling options and new style capabilities
to provide a better experience for your users.
Role required for Approvals
Use the business_stakeholder or the approver_user role to approve a catalog request or
requested item.

Removed in this release

• Folders are no longer used to organize applets. You can now use applets in Application
Launcher pages.

Activation information

Depending on your device, go to the iTunes Store or the Google Play store and search for
ServiceNow to download the native mobile applications. For more information, see Mobile
configuration and navigation.

Related ServiceNow applications and features

Now Mobile app


Let your employees submit incidents and requests, manage their assets, and access company
resources anywhere using the Now Mobile app.
Now Mobile for HR Service Delivery
Enable your employees to submit HR requests, complete employee to-dos, chat with agents,
and more using the new Now Mobile application for HR Service Delivery.
Agent mobile app
Manage incidents, collaborate with your team, respond to approval requests, access the
knowledge base, and receive push notifications all on the go with your mobile device.
Virtual Agent
Use Virtual Agent to provide message-based user assistance from your mobile app. Virtual Agent
is a conversational bot platform that provides user assistance through conversations within a
messaging interface. With Virtual Agent, you can build bots and design bot conversations that
help your users quickly obtain information, make decisions, and perform common work tasks.
Guided Application Creator
Create an application quickly and easily in Guided Application Creator.
Fulfiller experience in ServiceNow Agent
Approve catalog requests, requested items, or change requests from anywhere using the
ServiceNow Agent application.
Mobile Experience for Security Incident Response

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View, edit, and assign your most current and critical SIR security incidents and response tasks
from your mobile device.
Mobile experience for Vulnerability Response
Access the VR application on your instance directly from your mobile device.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile
application. Stay connected and access information in real time to complete tasks quickly.
Mobile experience for Event Management
Manage Event Management alerts and business services from anywhere, using the Event
Management mobile application.
Mobile experience for Field Service Management
Manage your field service tasks from anywhere using the Field Service mobile application. You
can also access task information and complete tasks in locations where your mobile device is
not connected to the internet.
Mobile experience for Governance, Risk, and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as risk and compliance status for your critical assets, vendors, and impacted essential
business services.
Mobile experience for Incident Management
Manage incident tasks anywhere using the Incidents mobile application, which enables you to
stay connected and access information in real time to complete tasks quickly.

Now Mobile app release notes


ServiceNow® Now Mobile app is a new application in the New York release.
Enable your employees to submit incidents and requests, manage tasks, and access company
resources from anywhere using the Now Mobile app. See Now Mobile app.

Now Mobile features

Request help

Integrate the application with a service catalog so that your users can submit issues and request
items. By default, the application uses the base system catalog.
Agent Chat is available in the Now Mobile app when the Agent Chat
[com.glide.interaction.awa] plugin is activated. Your users can request help from the quick
actions menu.

View and complete tasks


Users can view items assigned to them and complete their tasks. By default, My Tasks show
the user things they need to approve from the Requests [sc_request] and Requested Items
[sc_req_item] tables. Other applications, for example HR Service Delivery, might include other
types of tasks.
View assets

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Your users can view the computers, mobile devices, and other company items that they're using.
If something's not working properly, they can easily report an issue from the item record.
Track the status of a request
Your users can find and track their requests using the Services tab. Configure a table and filter to
specify which records display to the user. For example, add a filter to display records opened by
the user from the Problem table.
View resources
Integrate the application with a knowledge base to enable users to find answers and view
company resources. By default, the application uses the IT knowledge base.

Activation information

The Now Mobile app is active by default in new instances. If upgrading from a previous release,
activate the Mobile Employee Experience Native Application (com.glide.mobile-employee)
plugin. For more information, see Activate Now Mobile app.

Related ServiceNow applications and features

ServiceNow mobile app configuration


Configure mobile applications using base system components and templates.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app.
You can view recently viewed and most popular articles, search for articles, browse articles by
category, and provide feedback for articles.
Now Mobile for Service Catalog
Request an item or service, and track or approve requests on your mobile device using the Now
Mobile app.
Now Mobile for HR Service Delivery
Enable your employees to view HR requests, request help, complete HR tasks, and more using
the new Now Mobile app for HR Service Delivery.

Mobile Onboarding app release notes


ServiceNow® Mobile Onboarding app is a new application in the New York release.
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant content
using the new Mobile Onboarding app.
The mobile onboarding app delivers an end-to-end new hire experience that guides employees
on what they need to do in one place. Hiring managers can see the progress of their new hires,
and new hires have access to key contacts for any questions. The app can be downloaded from
the Apple App Store or the Google Play store.

Mobile Onboarding features

Complete onboarding to-dos

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New hires can complete their onboarding to-dos from anywhere, such as taking their employee
badge photo, signing electronic documents, and setting up direct deposit.
Ask questions
New hires can ask questions related to onboarding. The question appears as a comment in the
associated life-cycle event case. The agent working on the case can reply to the new hire using
the comments section in the case form.
View relevant content
Configure media sections so that new hires can view relevant content at different stages of the
onboarding process. For example, new hires can learn more about your organization before their
start date, or have the option to download the Now Mobile app after onboarding is complete.

Activation information

Mobile Onboarding is automatically activated when you activate Enterprise Onboarding and
Transitions. For more information, see Mobile Onboarding for HR Service Delivery.

Related ServiceNow applications and features

Enterprise Onboarding and Transitions


New hire onboarding is a preconfigured life-cycle event that is included with the Enterprise
Onboarding and Transitions application. You can use the life-cycle event builder to further
customize the life-cycle event and its associated activity sets and activities. You can also test the
onboarding workflow for different audiences and changes.

To learn more about the Mobile Onboarding application and how to configure it, see Mobile
Onboarding for HR Service Delivery.

Project Status app release notes


ServiceNow® Project Status is a new application in the New York release.
The Project Status app enables you to track the status of your projects, view status reports,
collaborate with related stakeholders to resolve exceptions, and take timely actions.

Project Status features

View project status and status reports


View the latest status and status reports of your projects on a mobile device. The projects are
grouped by portfolio, criticality, and status.
View important information on a project
View the following information on a project that might need your attention or require you to take
action:
• Risks and decisions.
• Financial data such as budget cost, total planned cost, actual cost, estimated cost at
completion, and planned returns.

Collaborate with stakeholders

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Collaborate with other stakeholders on a project by doing the following:


• Adding work notes and comments
• Attaching images and relevant documents
• Sending email to the project manager or other stakeholders

View activity notifications


Receive mobile notifications when the project status changes or other users add comments or
notes. You can enable or disable these notifications.

Activation information

The Project Status mobile application runs on the ServiceNow® mobile platform. To enable the
Project Status app, activate the PPM Mobile plugin (com.sn_ppm_mobile) if you have the admin
role.

Related ServiceNow applications and features

Project Portfolio Management


Project Portfolio Management (PPM) provides a simplified, team-oriented approach to Project
Portfolio Management and IT development by combining several individual applications. Use
the Project Management application to manage your projects, task, and resources. The Project
Status app retrieves the project status and project status reports from the PPM.

Now Platform administration release notes


Now Platform® administration product enhancements and updates in the New York release.
Use Now Platform administration features to address the business needs of your organization.
Administration features are active by default on all instances.

Antivirus Scanning release notes


ServiceNow®Antivirus Scanning product enhancements and updates in the New York release.
Antivirus Scanning helps you protect your instance against virus infections that are introduced by
file attachments to your system records, such as incidents, problems, and stories.

New York upgrade information

Antivirus Scanning scans all the document types that are supported by the Now Platform® in New
York. Some attachments might be unavailable for downloading if the security scan fails, or if the
attachment is vulnerable.

Changed in this release

Document types supported by Antivirus Scanning


Antivirus Scanning scans the file attachments that are stored in your attachment table and
prevents you from uploading and downloading infected files.

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Activation information

Now Platform feature is active by default.

Application and plugin management release notes


ServiceNow® application and plugin management enhancements and updates in the New York
release.
Install, activate, and configure plugins and ServiceNow Store applications from the All
Applications page. This page is a single interface to view and manage plugins and applications.
To access the All Applications page, navigate to System Applications > All Available
Applications > All or to System Definition > Plugins.

Changed in this release

View the upgrade history of applications


In previous releases, you could view the upgrade history of an application only by navigating
away from where you manage your applications. Now you can view the upgrade history for
applications and update applications, all from the same page.
Application indicators
You can view helpful information for managing applications without having to navigate to the
ServiceNow Store. Read indicators like Deactivation Requested, Install Blocked, Not Compatible,
or Instance Not Entitled so that you can ensure that your applications are compatible and
working as expected.
Configure applications in Guided Setup immediately after installation
In previous releases, you could configure an application in Guided Setup only by navigating to
the Guided Setup module. Now you can initiate Guided Setup from the same page on which
you install the application.
Read-only role for viewing available applications
Allow business managers to see applications or plugins that they may want to use for their
business processes. Users with the unified_plugin_read_only role can browse applications and
plugins but cannot install, activate, or configure the items. If they want to use an application or
plugin, they can ask you to install or activate it for them.

Activation information

Now Platform feature active by default.

Authentication release notes


ServiceNow® Authentication product enhancements and updates in the New York release.

New York upgrade information

If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you should contact
ServiceNow Customer Support for guidance before you upgrade.

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New in the New York release

API for JSON Web Token generation


Create a JSON Web Token for representing claims securely between two parties.
Add role-based capability to multi-factor authentication (MFA)
Enable and enforce MFA for users who have specific roles. For example, you can enforce MFA
for all users with the admin role.

Note: Role-based MFA is active for all new instances by default. The admin,
security_admin, and user_admin roles are enabled by default.

Add client credential options for outbound OAuth


Configure how the client ID and secret are sent to your OAuth provider.

Changed in this release

Update the Multi-SSO plugin to use OpenSAML 3


Enable the Multi-SSO plugin to use the OpenSAML 3 library with the SAML 2 protocol.

Activation information

Now Platform® feature active by default.

Contextual Search release notes


ServiceNow® Contextual Search enhancements and updates in the New York release.
Contextual search displays related results within a form or record producer based on the text you
provide to help you find possible resolutions to your problem without having to create an incident.

New in the New York release

Added fields and sections in the Search Result Display Configurations form

Added the Card View section that provides detailed information about the search result when
the UI type is either Platform, Workspace, or both. The Detail View section provides detailed
information about the search results when the UI type is Workspace.

Changed in this release

Renamed module
The Additional Resource Fields module is renamed as Search Result Display Configurations.
Renamed fields in the Search Result Display Configurations form

• Title Field is renamed as Card title field.


• Additional fields is renamed as Card additional fields.

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• Description field is renamed as Card description field.

Limitation of records to tables


Beginning with the New York release, the Table field displays tables from all scopes rather than
only tables and database views in the same scope as the contextual search. For example,
previously, records were limited to tables for additional resources such as incident and problem.
Now, the records include the catalog item table, knowledge article table, and social QA table.

Removed in this release

• In the Table configurations form, the When to display section does not appear when the UI
type is Workspace. The message Agent Assist Display Condition has been moved to
Declarative Action Assignments appears.
• Recommendation is no longer included in the list of additional resources.

Activation information

Now Platform feature is active by default.

Data management release notes


ServiceNow® data management enhancements and updates in the New York release.
These release notes cover changes in data management performed by ServiceNow products.

New in the New York release

Schedule archive deletions


Delete archives using the Archive Destroyer. This batch process runs archive destroy rules on a
scheduled basis.

Activation information

Now Platform feature active by default.

Dynamic Translation release notes


ServiceNow® Dynamic Translation is a new feature in the New York release.
For a seamless localization experience, you can use translation service providers and enable the
translation of dynamically generated text, such as user-entered text on various forms.

Dynamic Translation features

Dynamic translation on forms


Enable dynamic translation for the supported fields on ServiceNow platform forms by adding the
Dynamic Translation Enabled attribute (dynamic_translation_enabled) in the system dictionary

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for a field. The text is translated dynamically based on the language of the user working on the
form.
IntegrationHub spokes for dynamic translation
Connect to a translation service provider by invoking translation as part of a workflow using
ServiceNow®IntegrationHub spokes, if you have the admin role. By default, spokes are available
for Microsoft and IBM. Sign up for Microsoft or IBM accounts and provide the credential keys in
the ServiceNow system.
Translator configuration
Configure a translator configuration to integrate with any translation service provider of your
choice, if you have the admin role. You can activate this configuration and make it the default
configuration if required. All Dynamic Translation APIs use the default translator configuration if
you do not specify the translation service provider while calling these APIs.
Dynamic Translation APIs
Use the DynamicTranslation API to translate text in real time into multiple languages using
translation service providers. This API is available as part of Server APIs, Client APIs, and Service
Portal APIs to interact with translation service providers.

Activation information

Activate the Dynamic Translation plugin (com.glide.dynamic_translation).

Related ServiceNow applications and features

IntegrationHub
Dynamic Translation uses IntegrationHub spokes to connect to translation service providers. For
more information about IntegrationHub, see IntegrationHub.

See Dynamic Translation for more information.

Platform security release notes


Now Platform® security product enhancements and updates in the New York release.

New in the New York release

Domain health check


Monitor the health of multiple domains with the Domain Separation Center dashboard.
Event metrics trend information

Analyze security compliance and trend information for event metrics on the Instance Security
Center event ribbon. Click an event metric to access the Analytics Hub page and view the trend
detail for your instance. You can set up event thresholds that trigger alerts for low compliance
scores, and also define targets that let you better visualize score differences for an event.

Gather security requirements and enable controls using Top Recommendations questionnaire
Use the Top Recommendations questionnaire to determine the security risk tolerance of your
organization. With this questionnaire, you can gather security requirements for your company
and harden the security controls in each selected category. Its use ensures that your instance

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complies with the published security hardening standards and your company's security
requirements.
Application administration
You can set a property to require that more than one user must have the application-specific
admin role for a scoped application. Assigning the application-specific admin role to multiple
users reduces the risk of getting locked out of the scoped application.

Changed in this release

Collapsible security banner text


Collapse or expand the text content that appears in the Instance Security Center banner.
Reorder event metrics
Change the order in which the event metrics appear on the Instance Security Center event
ribbon.
Untrusted and trusted email domains
Blacklisted email domains are now referred to as untrusted domains. Whitelisted domains are
now referred to as trusted domains.

Activation information

Now Platform feature active by default.

Search administration release notes


ServiceNow® search administration enhancements and updates in the New York release.

New in the New York release

Search suggestions
As users enter search queries into Service Portal and Now Mobile search fields, suggestions
appear based on successful searches.
Search across multiple tables

The new V4 indexing format lets you index and search across multiple tables. Zing uses the BM25
algorithm to calculate the relevancy scores of suggestions for all tables indexed in the V4 format.
The higher the relevancy score, the higher the suggestion is ranked in the list of suggestions
returned.

Activation information

Now Platform features active by default.

System Clone release notes


ServiceNow® System Clone product enhancements and updates in the New York release.

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Use the System Clone application to clone data from one instance to another.

New in the New York release

Automatic, repeated cloning


Clone instances automatically on a recurring basis.
View cloning status
View the status of a cloning session in real time. For example, when a session is taking a long
time.
Customer feedback on cloning rollbacks and cancellations
Get feedback from customers when they roll back a clone or cancel a cloning session.

Activation information

Now Platform feature active by default.

Time Configuration release notes


ServiceNow® Time Configuration product enhancements and updates in the New York release.

New in the New York release

Create specialized, application-specific business calendars and schedules


Create application-specific schedules and calendars, including fiscal calendars, for scheduling
of events and tracking of time across the Now Platform. You can create date and time filtering
options for a calendar, and then pair the calendar with a package, such as HR Service Delivery
to enable its use.

Activation information

Now Platform feature active by default.

Web services release notes


ServiceNow® Web Service product enhancements and updates in the New York release.

Changed in this release

Custom processors deprecated


While legacy, custom processors will continue to be supported, creating new custom processors
has been deprecated. Instead, please use the Scripted REST APIs.

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Activation information

Now Platform feature active by default.

Now Platform App Engine release notes


ServiceNow® Now Platform® App Engine has new and updated features in the New York release.

API release notes


ServiceNow® API product enhancements and updates in the New York release.

New in the New York release

New scoped classes and additional methods to existing scoped classes

Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(), getInputs(),
getQuestions(), getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
FlowAPI executeFlowQuick(), executeSubflowQuick(),
executeActionQuick(), startFlowQuick(),
startSubflowQuick(), startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(), addDaysUTC(),
addMonthsLocalTime(), addMonthsUTC(),
addSeconds(), addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(), before(), compareTo(),
equals(), getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(), getDayOfWeekUTC(),
getDaysInMonthLocalTime(), getDaysInMonthUTC(),
getDisplayValue(), getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(), getFloatValue(),
getInternalFormattedLocalTime(), getLocalDate(),
getLocalTime(), getMonthLocalTime(),
getMonthUTC(), getNumericValue(), getTime(),
getTZOffset(), getUserFormattedLocalTime(),
getValue(), getWeekOfYearLocalTime(),
getWeekOfYearUTC(), getYearLocalTime(),
getYearUTC(), GlideDateTime(), hasDate(),
isDST(), isValid(), onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(), setDayOfMonthUTC(),
setDisplayValue(), setDisplayValueInternal(),
setGlideDateTime(), setMonthLocalTime(),
setMonthUTC(), setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(), subtract(),
toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()

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Class Methods
GlideSPSearchAnalytics publish()
hr_ActivitySet createLECaseByService(),
hasActiveCaseByService()
hr_Utils getPrimaryJob(), switchPrimaryJob()
NotifyConferenceUtils addToConferenceByPhoneNumber(),
addToConferenceByUserId(), doConferenceAction(),
getConferenceInputDataTemplate(),
getServiceProvidersCapabilities(),
isActionSuported(), kickByParticipantGR(),
muteByParticipantGR(), unmuteByParticipantGR()
ResponseTemplate render(), query()
SkillDeterminationUtils assignSkillsToWorkItem(),
determineWorkItemSkills()
SMSPreferenceHandler getConfig()
Transformer getRow(), transform(), Transformer()
TransformerDefinition recordPath(), transformerDefinition(), validate()
TransformerRuleList addRule(), fromJSON(), fromXML(), setName(),
thenAdaptCurrency(), thenAdaptDuration(),
thenAdd(), thenApplyMap(), thenApplyPattern(),
thenCeiling(), thenConcat(), thenConcatSymbol(),
thenDivideBy(), thenDivideInto(), thenFloor(),
thenFormat(), thenMax(), thenMin(), thenMultiply(),
thenReplace(), thenRoundDown(), thenRoundUp(),
thenSplit(), thenSubtract()

New global classes and additional methods to existing global classes

Class Methods
DSCScriptableAPI chkDataInvalidDomainForTables(),
chkDataInvalidPathForTables()
MLSolutionResult findActiveSolution(), getClusterInfo(),
getClusterAssignments()
MobileDeepLinkGenerator getScreenLink, getFormScreenLink
UserSkillAnalyzer analyzeUserByID(), analyzeUserBySkills()
UserSkillRanking getQualifiedRankedUsers()

New client classes and additional methods to existing client classes

Class Methods
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
GlideAgentWorkspace (g_aw) openRecord()
GlideForm onUserChangeValue()
Guided Tours applyListFilter(), endTour(), events.off(),
events.on(), getAllTours(), startTour()

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Class Methods
NotifyOnTaskClient addParticipants(), doConferenceAction(),
endConference(), getNotifyActionTemplate(), start()
openFrameAPI setPresenceIndicator()
spContextManager addContext, getContext, getContextForKey,
updateContextForKey

New REST APIs and additional endpoints to existing REST APIs

API Endpoint
Change Management • GET /sn_chg_rest/change/{sys_id}/ci
• GET /sn_chg_rest/change/worker/{sys_id}
• POST /sn_chg_rest/change/{sys_id}/ci
• POST /sn_chg_rest/change/{sys_id}/refresh_impacted_services

Open NLU Resource • GET /open-nlu/models/


• GET /open-nlu/models/{model_id}/intents
• GET /open-nlu/models/{model_id}/entities
• POST /open-nlu/models/predict

Changed in this release

Changed client classes

Class Changed methods


openFrameAPI openServiceNowForm()

Changed scoped classes

Class Changed methods


hr_ActivityUtils createCaseFromProducer()
GlideRecord addQuery(), addEncodedQuery()

Activation information

These APIs are available by default:


• CatItem API: Service Catalog is a Now Platform feature that is active by default.
• DecisionTableAPI: Decision Tables is a Now Platform feature that is active by default.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is active by default.
• GlideCalandarDateTime API: Business calendar is a Now Platform feature that is active by
default.
• GlideElementDescriptor API: GlideElement is a Now Platform feature that is active by default.
• GlideExcelParser API: GlideExcelParser is a Now Platform feature that is active by default.
• GlideForm API: GlideForm is a Now Platform feature that is active by default.

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• GlideSPSearchAnalytics, spContextManager APIs: Service Portal is a Now Platform feature that


is active by default.
• Guided Tours API: Guided Tour Designer is a Now Platform feature that is active by default.
• MobileDeepLinkGenerator: ServiceNow® mobile is a Now Platform feature that is active by
default.

These APIs require plugin activation:


• Change Management APIs: This API requires the Change Management
(com.snc.change_management) plugin to be activated and requires a separate subscription.
• DSCScriptableAPI: This API requires the Domain Support — Domain Extension Installer plugin
(com.glide.domain.msp_extensions.installer) to be activated.
• Dynamic Translation API: This API requires the Dynamic Translation plugin
(com.glide.dynamic_translation) to be activated.
• GlideAgentWorkspace API: This API requires the Agent Workspace (com.agent-workspace)
plugin to be activated.
• hr_ActivitySet and hr_ActivityUtils APIs: These APIs require the HR Lifecycle Events Case plugin
(com.sn_hr_lifecycle_events) to be activated.
• hr_Utils API: This API requires the Human Resources scoped app Core plugin (com.sn_hr_core)
to be activated.
• MLPredictor, MLSolutionResult APIs: These APIs require the Predictive Intelligence plugin
(com.glide.platform_ml) to be activated.
• NotifyConferenceUtils, NotifyOnTaskClient, and SMSPreferenceHandler APIs: These APIs require
the Notify plugin (com.snc.notify) to be activated and requires a separate subscription.
• Open NLU Resource APIs: These APIs require the Virtual Agent plugin (com.glide.cs.chatbot) to
be activated.
• openFrameAPI: This API requires the OpenFrame plugin (com.sn_openframe) to be activated.
• ResponseTemplate API: Active response templates (com.sn_templated_snip) requires a
separate subscription.
• SkillDeterminationUtils API: This API requires the Skill Determination plugin
(com.snc.skill_determination) to be activated.
• Text search APIs: Zing text search is a Now Platform feature that is active by default.
• Transformer, TransformerDefinition, TransformerRuleList APIs: These APIs require the
Transformation Service plugin (com.glide.transform) to be activated.
• UserSkillAnalyzer, UserSkillRanking APIs: These APIs require the Skills Management plugin
(com.snc.skills_management) to be activated.

Automated Test Framework release notes


ServiceNow® Automated Test Framework product enhancements and updates in the New York
release.
Create and run automated tests to confirm that your instance works after making a change.
For example, after an upgrade, during application development, or when deploying instance
configurations with update sets. Review failed test results to identify the changes that caused the
failure and the changes that you should review.

New York upgrade information

Copy and customize ServiceNow platform-provided quick start tests to validate that your instance
works after you make any configuration changes. For example, if you apply an upgrade or
develop an application.

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The tests can only produce a pass result when you run them with the default demo data that's
provided with the application or feature plugin. To apply a quick start test to your instance-
specific data, copy the quick start test and add your custom data. See Available quick start tests
by application or feature.

New in the New York release

Attachment test steps


Test an attachment-dependent business rule by uploading an attachment either from a form or
from a server-side API call. For example, you can have a business rule that doesn't let you close
an incident without an attachment such as a screenshot.
Parallel testing
Reduce testing time by running multiple tests and test suites in parallel. Design tests to run in
parallel by avoiding resource conflicts and data dependencies.
Mutually exclusive tests
Prevent conflicting tests from running in parallel by marking them as mutually exclusive. For
example, when the system identifies tests that modify the same record, the system makes these
tests mutually exclusive. You can also manually mark tests as mutually exclusive.
Create a User
Create a user with specified roles and groups for the test. The user record gets rolled back after
the test completes.
Roll back in browser sessions
The session cookies roll back all the changes made during a test. When a test is running,
everything performed in that session is recorded for rollback. Don't modify your instance when
a test is running in the same browser session. For example, if you modify records while a test is
running in the same session, the changes are rolled back after the test completes.

Changed in this release

Record Query
Record query enforced ACL rules during step execution.
Create an automated test steps template
The test template now supports catalog items and record producer along with the tables.

Activation information

Now Platform feature - active by default.

Note: By default, the system property that is used to run automated tests is disabled to
prevent you from accidentally running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and other non-production
instances. See Enable or disable executing Automated Test Framework tests.

To use the quick start tests for an application, activate the plugin that is associated with the
application. See Available quick start tests by application or feature for plugin requirements.

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Browser requirements

Automated Test Framework only supports running tests from desktop browsers. You can't run
tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require
additional configuration. See Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets. You can't add new
custom UI test steps from tablets because tablets can't retrieve any components. You can review
existing custom UI test steps that were added from a desktop browser.

Delegated development and deployment release notes


ServiceNow® delegated development and deployment product enhancements and updates in
the New York release.
The development and deployment functions enable non-administrators to develop and deploy
applications. As an application administrator, you can delegate development projects to specific
non-admin users. You can also assign roles that enable non-admin users to install or upgrade
all applications in specific instances. By delegating these functions, you distribute the workload
among multiple users and streamline the development and deployment workflow.

New in the New York release

Manage update sets


Grant non-admin users permission to manage local and retrieved update sets. Allow users to
create, update, and delete local update sets as well as preview, resolve conflicts, and commit
retrieved update sets.

Activation information

Now Platform feature active by default.

Additional requirements

• Enable the system properties to display the update set deployment permissions. See Display or
hide update set deployment permissions.

Related ServiceNow applications and features

ServiceNow Studio
Allow non-administrators to develop applications.
System update sets
Allow non-administrators to use update sets to deploy applications to other instances.

Guided Application Creator release notes


ServiceNow® Guided Application Creator is a new feature in the New York release.

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Guided Application Creator is the new way to set up applications on the Now Platform®. You can
set up an application and use it right away. A developer can add more functions later.

Guided Application Creator features

Create an application record


Create an application record in Guided Application Creator to identify a custom application.
Define roles
Create or select roles in Guided Application Creator for the members of your organization who
use your custom application.
Designate data tables
Select an existing table or create a custom table in Guided Application Creator to store data for
your custom business application.
Design an application for different user experiences
Let users access your application via an application workspace, the ServiceNow Agent mobile
app, or the Now Platform. Customize how the application appears in each user experience that
you select.
Allow global application development in Guided Application Creator
Add a property that lets you create applications in the global scope. By default, Guided
Application Creator doesn't include the option to create applications in the global scope.
Optionally activate the legacy application creator
Add a property to force the legacy application creator to open instead of Guided Application
Creator.

Activation information

Now Platform feature active by default.

Browser requirements

If you are using Microsoft Edge or a version of Internet Explorer that is IE11 or older, you can work
only in the legacy application creator. To work in Guided Application Creator, use a different
browser.

Related ServiceNow applications and features

ServiceNow Studio
After you set up your application in Guided Application Creator, you can configure system
notifications, form layouts, UI policy, and reports in Studio.
Flow Designer
Define business logic, process automation, and integrations for the application that you set up in
Guided Application Creator.

See Guided Application Creator for more information.

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Studio release notes


ServiceNow® Studio product enhancements and updates in the New York release.

New in the New York release

HTML auto-suggestions
Edit HTML and Jelly scripts and define what is rendered when the page is displayed. The script
can contain either static XHTML or dynamically generated content that is defined as Jelly and
can call script includes and UI macros.
JS Beautify
Format code by applying the proper indentation to the script.
Context menu

Enable the context menu options for script includes, Glide APIs, and tables in the JavaScript
editor.
With the context menu options, your users can navigate to:
• Script include definitions
• Glide API documentation
• System and custom table definitions and data

Session Log

Use Session Log to retrieve the session log for business rules, script includes, and a custom UI such
as Agent Workspace that has a GraphQL component. Users with the script_debugger role can:
• View session logs in a separate tab.
• Download a log.
• View logs for Agent Workspace.
• Specify debug options to view or download only the required logs.

By default, 100 transactions and 10000 messages are displayed in Session Log. If the transaction
or message count exceeds the default value, the session log is cleared and the next transactions
or messages are displayed. You can configure this transaction and message count using the
glide.debugger.log.transaction.count and glide.debugger.log_messages_limit user preferences
respectively. For more information about the glide.debugger.log.transaction.count and
glide.debugger.log_messages_limit user preferences, see User preference settings.

Note: Enable Session Log as a separate tab with Script Debugger using the
glide.debugger.log.ui system property.
• The Page option displays logs under forms and lists and on the Session Log tab.
• The Session option displays logs only on the Session Log tab.

For more information about the glide.debugger.log.ui system property, see Available
system properties.

Conditional breakpoints

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Set conditional breakpoints to pause scripts at specific lines, and remove breakpoints when you
are done debugging them.

Changed in this release

Linting using ESLint


Provide linting capabilities using ESLint. Modify or view default linting configurations by accessing
the glide.ui.syntax_editor.linter.eslint_config property in the System Property [sys_properties]
table.

Activation information

Now Platform® feature active by default.

Browser requirements

Context menu options can be accessed only if the browser supports SharedWorker. For example,
Google Chrome and Mozilla Firefox.

Related ServiceNow applications and features

Virtual Agent
By using Virtual Agent in Studio, you can create and manage topics, which are blueprints for
conversations between a virtual agent and user. You can design topics that help your users
resolve common work issues or guide them through self-service tasks.

Now Platform capabilities release notes


Now Platform® capabilities enhancements and updates in the New York release.
Expand the services your system of action delivers with Now Platform capabilities. Activate and
configure these optional features to create custom business logic, manage and secure data, and
build alternate user interfaces.

Advanced Work Assignment release notes


ServiceNow® Advanced Work Assignment product enhancements and updates in the New York
release.
With the Advanced Work Assignment (AWA) application, work items are automatically routed
and assigned to your agents, based on the agent availability, capacity, and optionally, skills.
AWA pushes work to qualified agents using work item queues, routing conditions, and assignment
criteria that you define. Agents use their Agent Workspace inbox to set their availability, see their
work items, and accept or reject work items.
With AWA, agents no longer manually choose work items from queues, because work is delivered
directly to their inbox.

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New York upgrade information

If you are using Connect Support and want to move to Advanced Work Assignment and Agent
Chat, see Migrate from Connect Support to Advanced Work Assignment and Agent Chat.

New in the New York release

Set up a custom service channel


Set up custom service channels so that your organization can support a wider range of requests.
In the Madrid release, you could only use four default service channels: Chat, Case, Incident,
and Walk-up. Now, in addition to the four default channels, you can create a service channel
from any Task [task] or Interaction [interaction] table.

Changed in this release

Monitor work items with multiple Performance Analytics dashboards


Let your managers monitor agent conversations and tasks so that their agents can better
support requests. Previously, managers could track chat and case work items on a single
Performance Analytics dashboard. Now your managers can monitor work items that are routed
through any one of your service channels — on two different dashboards. One dashboard
contains data for Task [task] work items and the other contains data for Interaction [interaction]
work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum amount of time that an
agent has to accept or reject a chat request. When the time runs out, the requester receives a
message saying that no agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number. Previously, queue records
were not numbered, but now queue records have numbers that start with QUE. You can search
for queues by their number, and agents can transfer conversations to another queue when they
type /tq "<queue_number>" in Agent Workspace chat. For more information on inserting slash
commands in agent conversations, see Quick actions in Agent Workspace chat.

Activation information

Advanced Work Assignment requires activation of the Advanced Work Assignment plugin and
related AWA plugins that enable AWA service channels.

Related ServiceNow applications and features

Agent Workspace
Route work items through a service channel to an agent inbox.
Performance Analytics
Let managers monitor Task [task] or Interaction [interaction] work items so that their agents can
better support requests.

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Agent Workspace release notes


ServiceNow® Agent Workspace product enhancements and updates in the New York release.

New York upgrade information

For the New York release, you can use the Declarative Actions framework to exclude New UI
actions, instead of adding tables to the New Button List Exclusions [sys_aw_crud_exclusions] table.
A migration script runs when you upgrade your instance, so any tables in the New Button List
Exclusions [sys_aw_crud_exclusions] table migrate to the new framework. If you want to exclude
additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York release, your instance
runs Agent Workspace on the Madrid release.

New in the New York release

Customizable Agent Workspace landing page

The Agent Workspace landing page displays a set of reports that are the initial view of your
agent’s workspace. You can customize your landing page layout (header, containers, and
widgets) and incorporate reports, such as a report that shows trending issues, to appear on the
page.

Similarity Analyzer for trend recognition


Define patterns and trends that can help with resolving issues or tasks. By using definable
Predictive Intelligence similarity solutions, the Similarity Analyzer can reference such trends as
common resolutions, linked problems, major incident detection, and linked major incidents.
If you enable Agent Assist Recommendations, you can recommend solutions to agents for
recognizable trends.
Agent Assist Recommendations
Configure Agent Assist Recommendations to display recommended actions when specified
trends result from similar incidents. After you enable and configure Predictive Intelligence
and the Similarity Analyzer, you can define the recommendation for messaging, display, and
actions for the specified trends. You can also prioritize recommendations to ensure that the best
recommendations appear in a logical order for multiple trends.
Agent Workspace form updates

• Administrators can add highlighted values to the secondary values in the form header.
Reference fields that display as secondary values open the corresponding record in a child
tab.
• Administrators can use Workspace View Rules to control which form view renders for their
users. Conditions can be set on roles or field values.
• Agents can add tags to records. Tag visibility can be set to all users, visible only to specific
groups or users, or visible to a single user.
• Agent Workspace supports uploading file attachments via drag and drop, uploading multiple
file attachments, and previewing an image attachment before upload.

Agent Workspace list updates

• List UI actions: By enabling new OOB UI actions on full lists, agents can multi-edit records and
assign records to themselves. For scalability, the New list UI action administers through the

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new Declarative Action framework. You can exclude New UI actions from tables using the
Action Assignment module, which replaces the task of adding tables to the New Button List
Exclusions table.
• List multi-edit: Agents can update multiple records in a list at one time.
• List export: List records can export into CSV, XLSX, JSON, or PDF files. Agents can choose to
download the file or send via email.
• List quick edit: Agents can view record information and the activity stream and also apply
changes to a single record without leaving their list.
• List grouping: Agents can group lists by a single column.
• List column filtering: Agents can quickly filter a list via column headings without having to
open the advanced filter.

Quick actions (slash commands) in chat


Set up shortcuts in Agent Workspace chat so agents can work more efficiently with their
customers. Agents can trigger a quick action by entering the slash (/) followed by a command
shortcut in the chat message box. For example, agents can enter the quick action command
/ta <agent name> to transfer a chat to another agent or /tq <queue name> to transfer the
chat to another queue.
Response templates
Create response templates that define standard messages or information that agents can see
when they are working on cases or incidents, or when they are chatting with customers in Agent
Workspace. For example, in the chat message box, agents enter the quick action command
(/r) followed by a message shortcut to display a list of standard response templates. Users with
the quick_action_admin role can create response templates and activate base system response
templates.
Antivirus scanning
Use antivirus scanning to protect against virus infections from file attachments. After you upload
a file, the system automatically scans all files for viruses. You cannot view or download a file with
a virus.
Phone e164 support
Phone e164 field types support international phone numbers. This functionality supports
international country codes, which makes it easier for agents to properly store and use contact
information.

Changed in this release

Combine Agent Assist with Predictive Intelligence in the contextual sidebar


Agent Assist and Predictive Intelligence now merge into one component, which makes it easier
for agents to find information to resolve incidents and cases. These components use machine
learning and similarity trend recognition to identify the most relevant major incidents, incidents,
problems, changes, cases, knowledge articles, catalog items, or community content.
Preview image attachments
You can preview an image attachment before downloading from the Agent Workspace Activity
Stream or from the attachment section in the contextual side panel.
Enable rich text editing for journal input field entries in the Agent Workspace Activity Stream

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Agents can copy and paste images inline and format text using the HTML editor on journal input
fields, which post to the Agent Workspace Activity Stream. To enable rich text on journal input
fields, change the value of the glide.ui.journal.use_html system property to true.

Activation information

Now Platform® feature - active by default.


To activate quick actions, including response templates, activate the Agent Chat
(com.glide.interaction.awa) plugin.

Browser requirements

If you are using the Firefox browser version 65, there is an issue affecting accessibility in Agent
Workspace when tabbing between elements. There are no tabbing issues if you use Firefox
browser version 66 or later.

Assessments and Surveys release notes


ServiceNow® Assessments and Surveys product enhancements and updates in the New York
release.
With the Assessments and Surveys application, you can perform the following tasks:
• Create, send, and collect responses for surveys
• Use assessments to evaluate, score, and rank records from any table in the system

New in the New York release

Survey creator role


Assign the survey_creator role to a user to create surveys and view only the surveys created by
the user. This functionality limits providing the survey_admin role to a limited number of users.
Owner for a survey, quiz, or assessment
Add a user with the survey_creator, survey_admin, or assessment_admin role as an owner in the
Owners field of a survey, quiz, or assessment.
Ability to skip the survey introduction notes
Skip the introduction notes when a survey is launched by selecting the Do not show survey
introduction notes check box. This functionality is applicable in both the ServiceNow platform
and Service Portal product versions.
Ability to assign an assessment to a CI table field
Specify a user field in the Assessors tab of an assessment from the configuration item (CI) table
selected on the Conditions tab. Once sent, the assessment is assigned to all users corresponding
to the user field, and these users can submit the assessment.
Surveys topic conversation in Virtual Agent
Collect survey feedback during a chat conversation using the Surveys topic conversation in
ServiceNow®Virtual Agent.
Quick start tests for Assessments and Surveys

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After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Assessments and Surveys still works. If you customized Assessments and Surveys, copy
the quick start tests and configure them for your customizations.
• Survey: Clone Action
• Survey: Survey Creator Workflow
• Survey: Question Bank Flow

Activation information

Now Platform® feature - active by default.

Configuration Management Database (CMDB) release notes


ServiceNow® Configuration Management Database (CMDB) product enhancements and
updates in the New York release.
With Configuration Management Database (CMDB), you can build logical representations of
assets, services, and the relationships between them that make up the infrastructure of your
organization. Details about these components are stored in the CMDB. Use the CMDB to monitor
the infrastructure, which helps to ensure integrity, stability, and continuous service operation.

New York upgrade information

For pre-existing duplicate CIs, the master CI is unknown. The discovery data source is also
unknown because the discovery_source attribute was set to ‘Duplicate’. After the upgrade,
the duplicate_of attribute for those duplicate CIs is set to ‘Unknown’ and the discovery_source
attribute remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are configured for the
duplicate metric, might conflict with newly created health inclusion rules for the duplicate metric.
After the upgrade, create new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health dashboards.

New in the New York release

Quick start tests for Configuration Management Database (CMDB)


After upgrades and deployments of new applications or integrations, run quick start tests to
verify that CMDB still works. If you customized CMDB, copy the quick start tests and configure
them for your customizations.

Changed in this release

Duplicate CIs

• Internal processing of duplicate CIs uses the new duplicate_of attribute instead of the
ServiceNow Discovery discovery_source attribute to maintain data integrity that is associated
with duplicate CIs. The Identification and Reconciliation Engine (IRE) no longer changes the
value of the discovery_source CI attribute to ‘Duplicate’ to denote a duplicate CI. Instead,

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IRE sets the duplicate_of attribute as a reference to the master CI of the duplicate CI (if
known).
• You can now apply health inclusion rules to the CMDB Health duplicate metric instead of
using an identification inclusion rule. The CMDB dashboard then shows a smaller subset of
duplicate CIs that require remediation. This is supported only in the global domain.

CMDB Query Builder

• Include a non-CMDB table in a CMDB query. For example, including the Task or the Request
table in a CMDB query lets you query for CIs that are associated with incidents. You can use
the glide.cmdb.query.non_cmdb.black_listed_tables property to exclude non-CMDB tables
from the list that appears in Query Builder. The default non-CMDB tables list includes common
tables such as Task, Request, and Incident.
• Export a query definition that you previously saved to an XML file for importing in another
environment. For example, you can import a query definition from a test environment to a
production environment.
• Toggle between list view and card view in the Saved Queries tab of the CMDB Query Builder.
• Enable the Display Results in New Tab setting to show query results in a new separate tab
instead of underneath the Query Builder canvas.

CMDB property pages


View and edit properties for CMDB features in a centralized user interface. Navigate to
Configuration > CMDB Properties to access:
• Identification/Reconciliation properties
• Query Builder properties
• Duplicate CI Remediator properties
• Baseline properties
• Dependency Views properties

CMDB Identification and Reconciliation

• When constructing an input payload in Identification Simulation , use the Copy Script button
to copy JSON scripts to the clipboard. You can then paste that script into a third-party
software or to another screen of the identification simulation, and run it.
• When applying CI Identification and Reconciliation to import sets, you can configure a target
table per record in the import set. If you specify different target tables, records from the same
import set are imported to multiple target tables.
• Improved performance of the identification engine: For optimization, allow local caching
of the default number of query result entries for independent CIs. This number is set by the
system property glide.identification_engine.independent_items_local_cache_count.

Activation information

• Now Platform® feature active by default — Configuration Management (CMDB)


(com.snc.cmdb).
• Now Platform® feature active by default — CMDB Workspace plugin (com.cmdb-workspace).
• Optionally, to use the Configuration Management Database (CMDB) quick start tests, activate
the CMDB - ATF Tests plugin (com.snc.cmdb.atf) plugin.

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Related ServiceNow applications and features

Agent Workspace
Optionally, use ServiceNow Agent Workspace for CMDB as an easy-to-navigate central interface
that lets you access essential CMDB configuration items. You can see details for a CI, such as
key health scores, condensed timeline view of incidents, changes, and critical incidents and
change requests.

Connect release notes


ServiceNow® Connect product enhancements and updates in the New York release.
Connect is a real-time messaging platform that connects you to your coworkers, bypassing email
and static documents.

New in the New York release

Limit the number of conversations that load during searches


Limit the number of conversations that load during searches in Connect so that you can improve
system performance. By default, Connect loads no more than 50 results per search. You can
change this value by configuring the connect.search.conversation_limit system property.

Activation information

Connect is active by default on new instances. For upgraded instances, you can activate the
Connect plugin (com.glide.connect) if you have the admin role.

Content Management System release notes


ServiceNow®Content Management System product enhancements and updates in the New York
release.
The Content Management System (CMS) enables you to create a custom interface for the Now
Platform and ServiceNow applications. This allows your end users to request items, read articles,
and update records in a simple, web-like interface that can be unique to your organization.

Changed in this release

Activating CMS
On new instances, Content Management System plugins are no longer available in the base
system. You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is
an alternative to CMS with a refined user experience, and is active by default in the base system.
See Service Portal and Content Management and Service Portal.

Activation information

You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an

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alternative to CMS with a refined user experience, and is active by default in the base system. See
Service Portal and Content Management and Service Portal.

Related ServiceNow applications and features

Service Portal
Service Portal is an alternative to the Content Management System (CMS) with a refined user
experience. Use Service Portal for new development. For more information about transitioning to
Service Portal, see Content Management and Service Portal.

Document Viewer release notes


ServiceNow®Document Viewer product enhancements and updates in the New York release.
Use Document Viewer to view documents directly within the Now Platform® rather than having to
download the files to your file system.

Changed in this release

Document Types supported by Document Viewer


Document Viewer supports Microsoft Word (.doc) and (.docx), Microsoft PowerPoint (.ppt) and
(.pptx), Microsoft Excel (.xls) and (.xlsx), and PDF document types.

Activation information

To use the Document Viewer feature, activate the Document Viewer (com.snc.documentviewer)
plugin.

Flow Designer release notes


ServiceNow® Flow Designer product enhancements and updates in the New York release.
Flow Designer is a Now Platform® feature that gives you rich capabilities for automating processes
in a single design environment. Flow Designer lets process owners use natural language to
automate approvals, tasks, notifications, and record operations without coding.
Create flows and actions and manage flow execution in a single environment. Enable
automation and speed up development by creating reusable content available to any flow.
Improve upgrades and maintenance by replacing customized business logic with native Now
Platform actions.

New York upgrade information

• During upgrade, a fix script converts the system property


com.snc.process_flow.reporting.enabled to com.snc.process_flow.reporting.level. The former
system property value of false is converted to the new value of Off. The former system
property value true is converted to the new value Flows Actions and Steps.
• Record-based flows created before the Madrid release continue to run as the System user after
upgrade. To change how upgraded flows run, edit the flow properties. By default, new flows
you create run as the user who triggers the flow.

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• Flows created before the Madrid release that use the Always trigger option instead use the
Only if not currently running trigger option after upgrade. To change when upgraded flows run,
edit the flow trigger options.

New in the New York release

Add Worknote Link to Context action


Add a journal field entry to a record when it triggers a flow containing this action. Use the journal
field entries to view the flow context record where this record was the record trigger.
Associate Record to Email action
Associate a record with an Email [sys_email] record so that you can track which record is
affected by the email.
Complex data
Use a graphical interface to work with collections of complex structured data. Help design users
understand the organization of structured data, and add, remove, or configure its individual
elements.
Create or Update Record action
Create or update a record in a ServiceNow table using a single action. Update a record that
exists, or create a record using the values provided.
Domain separation and Flow Designer
Flow Designer supports domain separation of business logic, which lets each tenant domain
have its own flows, actions, and subflows.
Dynamic Inputs
Create actions to query a service endpoint and display a variable list of inputs for the service.
Execution details reporting levels
Specify when Flow Designer generates execution details.
External Related Files spoke
The External Related Files spoke stores information about files in third-party systems and helps you
manage the information.
Export flow as single update set
Save flows, subflows, and actions as a single update set file. You can use update sets to move
Flow Designer content between instances.
FlowAPI quick methods
Run a flow, subflow, or action from a server-side script synchronously or asynchronously without
creating execution details or other related records. Improve performance by eliminating record-
keeping overhead.
Get Catalog Variables action
Access ServiceNow® Service Catalog variables as data pills in a flow.
Get Email Header action
Access an email header value as a data pill in a flow.
Inbound Email trigger

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Start a flow when your instance receives an email.


Inline scripts
Enable users with coding experience to write inline scripts that set and modify input values during
the configuration of an action or flow. Use inline scripts to modify input values that require small
format conversions, data transformations, or math operations.
Inline Script editor
Write and edit scripts from the Flow Designer interface.
Look up email attachments action
Look up files that are attached to an email so that you can perform an action on the files. The
action generates a list of Email Attachment [sys_email_attachment] records, which you can
access as a data pill.
Move Email Attachments to Record action
Move attachments from an email to a record so that the files are available to your users when
they view the record.
Order results returned by Look Up Record actions and steps
Specify the sort order when a Look Up Record action or step returns multiple results.
Order results returned by Look Up Records actions and steps
Specify the sort order when using a Look Up Records action or step to search for multiple
records.
Run flow in foreground
Run a flow immediately in the foreground rather than asynchronously. Use the Run In Foreground
option when a flow needs to provide immediate feedback to a user.
Script support for complex data
Create and reference complex data from a script. Use a script when your source data comes
from a data stream, a REST step response, or a Look Up Records step.
Test an action
Test an action before publishing it for other users.
Wait for a duration - percentage duration
Specify the duration of a pause in a flow as a percentage of an SLA.

Removed in this release

The com.snc.process_flow.reporting.level system property replaces the


com.snc.process_flow.reporting.enabled system property. A fix script converts this property and its
values during upgrade.

Activation information

Now Platform® feature - active by default.

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Related ServiceNow applications and features

IntegrationHub
Automate integration tasks using ServiceNow-built components for Flow Designer, or develop
custom integrations. Requires a separate subscription.
IntegrationHub available spokes
Review the integration-specific flows and actions available to each spoke.

Instance Data Replication release notes


ServiceNow® Instance Data Replication IDR is a new application in the New York release.
Instance Data Replication copies data updates made on one instance, called the producer, to
one or more other instances, called consumers. Data from a producer instance can be replicated
into tables of the same name on consumer instances or into entirely different tables. The data
can be replicated as is or you can modify the data during replication. IDR does not replicate
metadata or many user tables, so do not use it to clone instances.

Instance Data Replication features

Instance Data Replication


Instance Data Replication copies data updates from one instance to one or more other
instances.
Transform replication data
By default, data replicates from producer tables to tables of the same name on consumer
instances. You can, however, modify the data or replicate it to any table on consumer instances.
Trigger workflows after replications
Replications can trigger rules configured on tables, for example, to generate a notification that
the replication is complete, or to validate the replication.
Bi-directional replication
You can replicate updates made directly on consumer instances back to the producer instance.

Activation information

Instance Data Replication requires a separate subscription and activation by ServiceNow


personnel.

Accessibility information

Instance Data Replication conforms to WCAG.

IntegrationHub release notes


ServiceNow®IntegrationHub product enhancements and updates in the New York release.
Automate integration tasks using ServiceNow-built components for Flow Designer, or develop
custom integrations. Requires a separate subscription.

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New in the New York release

Data stream actions and pagination


Send REST or SOAP requests from Flow Designer to APIs that return a stream of response data
larger than 10 MB, or that return paginated results. Parse stream data into a series of complex
object outputs and use the data pills in other actions in a flow. For example, create a Data
Stream action to import a large quantity of employee data from a third-party HR site. The
Data Stream action sends a REST request to the third-party site and processes the response to
populate records in the User [sys_user] table.
Discover Store Content
Discover integration spokes published on the ServiceNow store.
JDBC step
Create a reusable action to send SQL commands to a relational database.
Licensing and usage dashboard
Choose an IntegrationHub subscription package to build reusable integrations with third-party
systems. Use the usage dashboard to view the number of transactions used within your current
subscription, and to view transaction details.
OpenAPI support
Populate REST step fields and action inputs with information imported from an OpenAPI
Specification. Import specifications by providing a URL to the YAML or JSON, or copying and
pasting content.
IntegrationHub subflows automate password reset processes
Create subflows in IntegrationHub to automate and customize the password reset process for
users managed by third-party applications such as Okta or Microsoft Azure AD.
Retry policies
Automatically retry failed requests when a step encounters an intermittent issue such as a
network failure or request rate limit. Set a retry policy to prevent having to manually triggering the
step again.
SSH step
The SSH step executes SSH commands on an external *nix system through a ServiceNow® MID
Server. The step also stores scripts and commands for the *nix systems.
XML parser step
Identify structured data from an XML payload without having to write script. Map incoming XML
elements to a complex object output that you can use in other steps or actions. At runtime,
values from an XML payload populate the complex object output.

Activation information

The ServiceNow IntegrationHub plugins require a separate subscription and must be activated by
ServiceNow personnel.

Related ServiceNow applications and features

Flow Designer

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IntegrationHub lets you build reusable integrations with third-party systems and call them from
anywhere in the platform. For example, request IntegrationHub to call external systems using
integration APIs from the Action Designer Script step, run the Script step on the Mid Server, and
activate protocol steps like REST, SOAP, and PowerShell.
Flow Designer is a Now Platform feature that enables you to automate processes within a single
ServiceNow instance. Without an IntegrationHub subscription, you can use base system actions
or steps, including the Script step, to manipulate records, send emails, trigger notifications,
and perform operations within the instance. Request IntegrationHub to automate and create
integrations with external systems from the Flow Designer interface.

Knowledge Management release notes


ServiceNow® Knowledge Management product enhancements and updates in the New York
release.

New York upgrade information

The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active


by default for new or upgrade customers.
The Knowledge Management Core plugin (com.glideapp.knowledge) is active by default for
new or upgrade customers.
The Knowledge Management with KCS plugin (com.glideapp.knowledge2) is planned for
deprecation. This plugin contains Knowledge Management V2 features only. KCS features are not
being deprecated and are available in Knowledge Management V3 or Service Portal.

New in the New York release

Knowledge internationalization

• Knowledge Translation Management: The translation management feature enables you to


translate published knowledge articles that are missing translations either manually or by using
the machine translation option to automatically translate the knowledge article. This feature
creates translation tasks automatically for the languages you have specified.
• View article in a specified language using a URL parameter: Add language parameters to an
article URL to view the article in another language if a translation exists.

Related articles
Discover similar information across articles on a topic while viewing an article. You can manually
map related articles or have the application automatically present related articles using
machine learning (ML) algorithms.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app.
You can view recently viewed and most popular articles, search for articles, browse articles by
category, and provide feedback for articles.
Knowledge Management Service Portal

• View the Knowledge Management Service Portal article view page from the Service Portal
and use knowledge features such as feedback and versioning. When upgrading to New York,

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reroute the article view page in the Service Portal to the Knowledge Management Service
Portal.
• Knowledge article feedback: Add links, attachments, images, and HTML text to enhance
knowledge feedback. Reply and like comments created on the Knowledge Management
Service Portal.
• Knowledge base configuration for the Knowledge Management Service Portal: Configure
which knowledge bases to display on the Knowledge Management Service Portal.

Knowledge process governance

• Retired article: Republish a retired article without requiring an approval workflow.


• Import a document to update an article version: Update the version of a published or draft
article by importing a document.
• Support for article versioning in managed documents: Upload and attach a revised version of
a document to an article to ensure that the latest content is always available.
• Set a default article expiration date for a knowledge base: Set a default expiration date for
articles within a knowledge base using the valid to default field option to ensure that your
content stays up to date. If a date isn't explicitly set for individual articles, the default date will
apply.

Article template

• Article template display: Improve the display of knowledge articles by setting article template
fields to expand or collapse. Style template fields and headers with Cascading Style Sheets
(CSS).
• Article template configuration: Set the article templates that are available in specific
knowledge bases. Use an article template selector to create articles and preview the
appearance of articles before creating them.

Knowledge search

• Search across multiple tables and knowledge index filter: Improve search relevancy by
skipping indexing of outdated or retired knowledge articles from the search results and
upgrading the index format to the V4 format. Perform the Knowledge Management guided
setup tasks for installing the index filter and upgrading the index format. These tasks are
relevant only for customers upgrading from Madrid or earlier releases. For new customers on
the New York and later releases, these tasks are configured by default.
• Read-only knowledge articles from contextual search: Display a read-only article view page
when knowledge articles are viewed from contextual search to prevent changes by other
users. This feature is active by default.

Quick start tests for Knowledge Management


After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Knowledge Management still works. If you customized Knowledge Management,
copy the quick start tests and configure them for your customizations.
Related catalog items
Manually map catalog items related to a knowledge article to enable employees to request the
related product or service.

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Changed in this release

Knowledge search

• Asynchronous search filters: Set filters to narrow your search for knowledge articles. The search
filters are not shown by default.
• Duplicate articles search: Eliminate duplicate articles when creating an article through
improved duplicate detection that uses machine learning-based similarity results.
• Ability to filter search results using category hierarchy: Narrow your search results by category.
The search results include articles in the parent categories and associated child categories.

Knowledge notifications

• Article links in notifications: Click an article link in the article subscription or Article Quality
Index (AQI) notifications to be automatically directed to the Knowledge Management
Service Portal.
• Improve productivity by managing notifications when an article is submitted for approval,
approved for publishing, or rejected for publishing.

Activation information

The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active


by default for new or upgrade customers.
Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to
enable advanced features for Knowledge Management. For more information on activating the
plugin, see Activate the Knowledge Management Advanced plugin.
Activate additional plugins that enable various Knowledge Management features. For more
information, see Additional plugins for Knowledge Management.

Accessibility information

Knowledge Management conforms to WCAG-AA starting with the New York release.

Related ServiceNow applications and features

Customer Service Management


Add knowledge articles to Service Portal Case records to deflect cases.
Communities
Harvest knowledge from posts on a community and create structured knowledge articles from
unstructured discussions around a question.
Agent Workspace
Use knowledge articles in the Agent Workspace interface to deflect cases.
Problem Management

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Create knowledge articles through the Problem form. Problems generate information that might
be useful to solve similar issues. You can create a knowledge article in a structured format using
the generated information.
Incident Management
Create articles from an incident record. Incident records provide a resolution for an issue and the
form fields are defined in an article template.
HR Knowledge Management
Use knowledge blocks with HR knowledge management to simplify HR knowledge authoring for
writers and knowledge consumption for readers.

MetricBase release notes


ServiceNow® MetricBase product enhancements and updates in the New York release.
The MetricBase application stores data sampled from other instances. For example, an instance
might store CPU usage. With MetricBase, you might summarize that data by storing the average
CPU usage for every five-minute interval. You can graph the data or you can use it with Flow
Designer to trigger flows. With MetricBase, you can handle large amounts of data on an instance
by working with the summarized data in MetricBase.

New in the New York release

Prediction models to detect abnormal behavior


Create and use models to detect and warn about abnormal behavior. For example, a drone
flying too high or too low.
Triggers based on prediction models
Trigger a Flow Designer flow based on a prediction model. These triggers can create alerts
about abnormal behavior.
Use reports to view model predictions
Create reports that show the data predicted by models. Compare the predicted data to the
real data to detect abnormal behavior.
Reports grouped by metric field
Group report data by fields in a MetricBase table to identify results produced by different
prediction models.
New transforms for prediction models
Create graphs with new ways of viewing time-series data using the new MetricBase transforms
predict, put, decompose, and fit. All of them work with prediction models.

Activation information

MetricBase requires a separate subscription and activation by ServiceNow personnel. For no extra
charge, request the MetricBase demo plugin, which contains sample tables, metrics, triggers, and
data to help you learn how to use MetricBase.

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MID Server release notes


ServiceNow® MID Server product enhancements and updates in the New York release.

New York upgrade information

If you have installed your own Java Runtime Environment (JRE), the upgrade process takes the
following actions to ensure that the MID Server is using a supported JRE:
• If an unsupported version of the Java Runtime Environment (JRE) is running on a MID Server
when it is upgraded, the upgrade process replaces that JRE with the OpenJDK that is bundled
with the MID Server installer.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that Java
version.

The auto-upgrade process for MID Servers in New York has changed. The MID Server no longer
receives its upgrade through the instance, as it did in previous releases. All MID Server host
machines now require access to the download site at install.service-now.com to enable
auto-upgrades. For additional details about how MID Server upgrades are managed and where
to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted per executable path.
Upgraded Windows MID Servers that have multiple services pointing to the same installation folder
are prevented from starting. See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's
ability to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

New in the New York release

MID Server parameters


Use MID Server parameters to configure the behavior of individual MID Servers.
• mid.http_classy.request_timeout: Sets the timeout in milliseconds for HTTP requests with the
HTTP - Classify probe.
• mid.snmp.use_getbulk: Sets the use of GETBULK for individual MID Servers.
• mid.monitoring.force_sigar_cpu_monitoring: Enables CPU monitoring on Windows MID Server
hosts using Java 11 if the customer has updated the SIGAR library.
• mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for a
specific MID Server if the default DNSNameResolver probe experiences problems.
• mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for a specific MID Server if
the default DNS probe experiences problems.
• mid.aws.instance_profile_name: Configures the AWS IAM role on an EC2 instance for Cloud
Discovery credentials.
• mid.parsing.max_field_size: Sets the maximum character length of strings stored while
patterns are run.

MID Server properties


Use MID Server properties to configure the behavior of all MID Servers.

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• mid.discovery.multiprobe.skip_others_on_error: Prevents probes in a multi-probe from iterating


through available credentials when another member probe has already failed or timed out.
• mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for all MID
Servers if the default DNSNameResolver probe experiences problems.
• mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for all MID Servers if the
default DNS probe experiences problems.
• mid.powershell.target_base_dir: Specifies the location of the target base folder used for
Discovery using WMI.
• mid.sm.discolog.max_log_size: Limits the length of the log statements in the Horizontal
Discovery Log.
• mid.snmp.use_getbulk: Sets the use of GETBULK globally for all MID Servers.

Available system properties


The following system properties were added to control long-running commands. Currently, only
Orchestration supports SSHCommandLong. These properties help to tune, debug, and customize
long running commands. They also help to improve responsiveness, reduce overhead, and assist
in recovery from network errors.
• glide.eccprobe.longrunner.class
• glide.eccprobe.longrunner.retry_minutes
• glide.eccprobe.longrunner.interval.initial_seconds
• glide.eccprobe.longrunner.interval.backoff_percent
• glide.eccprobe.longrunner.interval.max_seconds
• glide.eccprobe.longrunner.debug
• glide.eccprobe.longrunner.max_poll_count

Changed in this release

Tanuki Service WrapperTanuki Service Wrapper


The MID Server installer includes the Tanuki Service Wrapper version 3.5.36 for the New York
release.
MID Server property - mid.download.through.instance
In previous releases, this property was set to true to force all MID Servers to upgrade through
the instance and was configurable by customers. In the New York release, auto-upgrades
are performed by the MID Server host computer and not by the instance. To implement this
behavior, the default value of this property was changed to false, and the property was
concealed to protect the setting. DO NOT change the value of this property.

Activation information

Now Platform® feature active by default.

Accessibility information

The following accessibility improvements were made to MID Server Guided Setup.
• Improved screen reader accessibility:
• Alternative text to images

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• Labels to form elements


• Descriptions of all text boxes
• Error messages

• Improved tab focus: Tab focus only goes over enabled items.

Related ServiceNow applications and features

Discovery
Discovery uses the MID Server to launch probes and patterns that return information to the
CMDB about devices and applications running in your environment. Discovery schedules select
appropriate MID Servers to use, based on their configured capabilities and assigned IP ranges.
Orchestration
The Orchestration application uses the MID Server to do work on internal and external systems.
MID Servers are selected by their capabilities and the applications that they are allowed to use.
Service Mapping
Service Mapping uses the MID Server to launch patterns that return information about business
services running in your environment.
Event Management
Event Management uses the MID Server to receive and process events, collect data for root
cause analysis (RCA), and collect SNMP traps.
Cloud Management
Cloud Management uses the MID Server to collect and process VMware events.
Operational Intelligence
Operational Intelligence uses MID Server clusters to capture operational metrics data from
external data sources and analyze them for anomalies.

Remote Tables release notes


ServiceNow® Remote Tables product enhancements and updates in the New York release.

New in the New York release

Retrieve external data using remote tables and scripts


Connect the Now Platform to third-party sources, or to another instance, so that you can retrieve
external data and optionally cache it in the memory. You can view external data in lists or forms
and process it with standard Glide scripts. You can also group, sort, aggregate, and filter the
data just like you would for standard internal tables.

Activation information

If you have the admin role, you can activate the Remote Tables plugin (com.glide.script.vtable).
This plugin includes demo data and activates related plugins if they are not already active.

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Notifications release notes


ServiceNow® Notifications product enhancements and updates in the New York release.

New in the New York release

Inbound Email trigger in Flow Designer


Start a flow when your instance receives an email. Inbound email flows take priority over inbound
email actions. If you create flows with inbound email triggers, emails are first processed by the
inbound email triggers before they are processed by inbound email actions.
Get Email Header action in Flow Designer
Access an email header value as a data pill in a flow.
Move Email Attachments to Record action in Flow Designer
Move attachments from an email to a record so that the files are available to your users when
they view the record.
Look up email attachments action in Flow Designer
Look up files that are attached to an email so that you can perform an action on the files.
Performing the action generates a list of Email Attachment [sys_email_attachment] records,
which you can access as a data pill.
Associate Record to Email action in Flow Designer
Associate a record with an Email [sys_email] record so that you can track which record is
affected by the email.
Email Attachments [sys_email_attachment] table
Track attachments that come from emails by reviewing the Email Attachments table. The
Attachment field references a file in the Attachments [sys_attachment] table, and the Email field
references the Email [sys_email] record to which the file is attached. If populated, the Action
field indicates what action was taken on the email attachment.
Attachments are assigned unique identifiers
Refer to an attachment more precisely by using its hash. A hash is a 64-character identification
number that uniquely identifies the content of an attachment. You can use the hash to target
specific attachments in Flow Designer. Also, if you script an inbound email action to attach files
to a record, email attachments are not attached to the target record if an attachment with an
identical hash exists. A record is created in the Email Attachments [sys_email_attachment] table.
This record contains the attachment file name and the reason that it was filtered from the target
record. The file remains in the Email [sys_email] record.

Changed in this release

Inbound email attachments that exceed size constraints do not attach to the target record
When an attachment for an inbound email exceeds the size limit, the attachment is discarded.
A record is created in the Email Attachments [sys_email_attachment] table containing the
discarded file name and the reason it was discarded. The discarded file remains in the Email
[sys_email] record.
Attachment handling in email client configuration

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By default, attachments that are sent from the email client are attached to the target record.
Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions
that define which email client attachments are added to the target record.
Email Client Quick Message Author role
A new role has been created to let more users write quick messages for the email client. Assign
the email_client_quick_message_author role to business managers so that they can create quick
messages for users in their group.
Variable for current users in the email client
The ${current_user} variable in quick messages or email client templates lets users reference
themselves in emails that they send from the email client.
Condition field in Email Client Quick Message
A condition field has been added in the quick messages form to let authors identify the target
record in which the quick message is available in the email client.

Removed in this release

The glide.ui.email_client.attach_to_email_record_until_sent system property, which controls how


attachments are handled in email client, is deprecated. As of the New York release, you can
configure attachment handling in the Email Client Configuration module.

Activation information

Now Platform® feature active by default.

Related ServiceNow applications and features

Flow Designer
Automate processes for emails and their attachments with the Inbound Email trigger, the Get
Email Header action, the Look up email attachments action, the Move Email Attachments to
Record action, and the Associate Record to Email action.

Password Reset release notes


ServiceNow® Password Reset product enhancements and updates in the New York release.
With the Password Reset application, an end user can use a self-service process to reset or
change a password. Alternatively, your organization can require a service desk agent to reset
passwords for end users.

New York upgrade information

• The Password Reset application is a platform feature and is upgraded by default.


• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is activated by default.
• The Password Reset application is not available during the upgrade process.
• If you are using the Local ServiceNow credential store: For new installations and updates to
instances that are not domain-separated and where Password Reset workflows have not been

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modified: The instance will use IntegrationHub subflows to perform Password Reset operations.
The Password Reset workflows that were used in earlier releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new installations and updates to
instances where:
• The instance is not domain-separated and
• Password Reset workflows have not been modified and
• The Microsoft AD spoke is activated on the instance

The instance will use IntegrationHub subflows to perform Password Reset operations. The
Password Reset workflows that were used in earlier releases are no longer used.
• For updates to instances where Password Reset workflows have been modified or where the
instance is domain-separated, IntegrationHub subflows are not implemented. Password Reset
operations continue to use workflows by default. To implement IntegrationHub subflows to
perform operations (recommended), follow this procedure:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub subflows to customize
password reset processes.

Changed in this release

IntegrationHub subflows automate password reset processes


In earlier releases, Password Reset used native workflows for processes. The Password Reset
application now uses IntegrationHub subflows to perform operations. You can modify the
subflows to meet your password reset needs. IntegrationHub subflows are easier to understand,
modify, and maintain than workflows.
IntegrationHub subflows define credential types
The base-system supports two credential store types: the Local ServiceNow Instance credential
store and the Active Directory (AD) credential store. If you use a different identity provider, such
as Okta, Microsoft Azure AD, or Microsoft AD, you can use IntegrationHub subflows to create a
custom credential store type.

Activation information

• A simple version of the Password Reset application is active by default and includes example
verifications. The base system enables connections to the Local ServiceNow Instance
credential store and Active Directory (AD) credential stores. For details, see Credential stores for
Password Reset.

Service Portal release notes


ServiceNow®Service Portal product enhancements and updates in the New York release.
Service Portal is a portal framework that helps you build a mobile-friendly self-service experience.

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New York upgrade information

• By creating an Agent Chat portal configuration, your end users can initiate and maintain an
Agent Chat conversation in any portal page. This feature replaces the Virtual Agent Service
Portal widget. If your portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See Configure Agent Chat in
Service Portal.
• The Now Platform collects search data and analytics that generate search suggestions.
If upgrading from a previous release, search analytics does not yet contain any data. To
immediately provide suggestions to your users, you can populate search suggestions using
data from either the Text Searches [text_search] table or the Service Portal Log Entries [sp_log]
table. For more information, see Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect search data and
analytics to generate suggestions. To benefit from this new feature, you can either migrate
search to use the base system Faceted Search widget, or configure your search widget
to collect search data using the GlideSPSearchAnalytics API. For API reference, see
GlideSPSearchAnalytics. For more information about the Now Platform search analytics and
suggestions feature, see Search analytics and suggestions.
• Take advantage of the latest article view features such as including links and images in article
feedback and article versioning by activating the Knowledge Article View page route map.
This map routes the kb_article page to the kb_article_view page. See Page route maps.

New in the New York release

Agent Chat support


Your end users can initiate and maintain an Agent Chat conversation in any portal page.
Write a script to pass portal-specific data to Agent Chat. For example, pass the name of your
knowledge base to a Virtual Agent conversation.
Antivirus Scanning support for Service Portal attachments
View the health status of file attachments in Service Portal. Antivirus Scanning scans files in the
Attachments [sys_attachments] table by default. When viewed from a Service Portal page,
attachments may not be available for download depending on their health status.
Open a Service Portal page in the Automated Test Framework
Open a portal page in the Automated Test Framework. When building automated tests, test
designers must first open a page in a portal before testing UI components on the page.
Password reset capability in the Login widget
Enable your users to reset their password from the Login widget using the Password Reset
application.
Text index groups
Configure a text index group to make Service Portal search results more relevant to your end
users. If you have a custom search source or portal, consider whether you want to use the base
system portal_index_group text index group, or create your own text index group. The base
system text index group includes the Catalog items, Knowledge, and Social Q&A Questions
tables. When a user searches for an item in Service Portal, they see combined results from these
tables. Text index groups are a Now Platform feature. To learn more, see Configure multiple
tables for indexing and searching.
Search analytics and suggestions

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Search analytics and suggestions is a Now Platform feature. For more information, see Search
analytics and suggestions. Search suggestions replaces typeahead search in Service Portal.
Update the glide.service_portal.search_as_you_type_behavior system property to change this
behavior.

Activation information

Service Portal is active by default on new instances. For upgraded instances, activate the
Service Portal for Enterprise Service Management plugin (com.glide.service-portal.esm) if you
have the admin role. Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see Content Management and
Service Portal.

Skills Management release notes


ServiceNow® Skills Management product enhancements and updates in the New York release.

New in the New York release

Skills Management
Use Skills Management to associate skills with individual users or groups and assign them to
tasks or projects. You can also assess the skills needed for your organization, identify gaps, and
implement effective plans for hiring or training of your teams.
• Roles added to Skills Management
The Skills Manager (skills_manager) role has been added for Skills Management. This role
inherits the Skill User (skill_user) role. As a skills manager, you can add or remove skills to users or
groups.
• Skills taxonomy
Organize related skills into categories and subcategories so that you can manage skills and
create reports quickly and efficiently.
• Level types for skills
Define skill levels (for example, beginner, intermediate, advanced) for different skill level types
(for example, a language or an IT certification) and then associate skill levels to users and
define skill levels and types required for tasks.
• Pre-built skill gap analysis and reports
Create reports to identify skill gaps and address the skill needs for individuals, teams, or your
organization as a whole. Rank and analyze individual agents against required skills using skills
and skill levels.
• Unified interface to associate multiples skills with multiple users
Assign IT skills and skill levels to users to facilitate the automatic assignment of skill-based tasks
to agents.
• Domain separation support for Skills Management
Track and organize skill data, processes, and administrative tasks of service agents and
employees into logically defined domains.
• Pre-defined skill and skill taxonomy data
Get started quickly by using the pre-defined skill and skill taxonomy seed data provided with
your application.
• Rules to identify skills for work items

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Use rules to automatically identify skills that are required for work items.

Quick start tests for Skills Management


After upgrades and deployments of new applications or integrations, run quick start tests
to verify that Skills Management still works. If you customized Skills Management, copy the
quick start tests and configure them for your customizations. New quick start tests for Skills
Management include:
• Skills MGMT: User skill level inheritance when user is part of multiple groups.
• Skills MGMT: Add skills to lowest level category.
• Skills MGMT: Create a child category under a parent category.
• Skills MGMT: Create a skill category.
• Skills MGMT: Create skill level type and skill levels.
• Skills MGMT: Skill level inheritance from group to user.

Activation information

The Skills Management application is activated when you enable the Skills Management
(com.snc.skills_management) plugin.

Subscription Management release notes


ServiceNow® Subscription Management product enhancements and updates in the New York
release.
With Subscription Management, you can review and manage how purchased subscriptions are
used on your instance. By monitoring the usage of your subscribed applications, you can make
better decisions about your subscription purchases.

New in the New York release

Monitor App Engine subscription usage and compliance


Track your App Engine subscriptions with the App Engine Subscription Management dashboard.
App Engine subscriptions entitle you to develop applications and deploy custom tables in
production instances.
Support pooled subscriptions
Monitor that your organization's subscription usage for certain types of products is automatically
deducted from a common pool of subscriptions. For example, when you buy multiple qualifying
subscriptions for the IntegrationHub, those individual subscriptions are combined into a common
subscription pool.

Activation information

Now Platform® feature active by default.

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Task Communications Management release notes


ServiceNow® Task Communications Management product enhancements and updates in the
New York release.
The Task Communications Management product enables you to create designated
communication plans for effective communication during an event.

New in the New York release

Select a notify service provider

Notify provides support for adding multiple service providers for SMS and Voice Services. An
incident manager, when creating a communication plan, can indicate which provider or phone
number to use for sending communications.
Use the Notify Provider Selector reference field to choose an entry from the Provider selector
table [notify_group_selector] from which Notify numbers or conference providers can be
derived. Table entries are associated with the notify groups that have phone numbers for
telephony providers.
This field is available in the following tables:
• comm_channel_def_conference
• comm_channel_conference
• comm_channel_def_sms
• comm_channel_sms

Select phone number for SMS communication


In the Send Updates window, you can select the number from which you want to send the
communication in the From list, which is available only for the SMS communication channel. The
list displays phone numbers of all the Notify groups associated with the Provider selector.

Activation information

Activate the Notify plugin (com.snc.notify).

Visual Task Boards release notes


ServiceNow®Visual Task Boards product enhancements and updates in the New York release.
Visual Task Boards (VTB) transform the navigation of lists and forms into an interactive graphical
experience.

New in the New York release

Exclude child table records


Exclude child table records from the Visual Task Board so that your users only see the main lanes.
Swimlanes

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Let your users organize their tasks with swimlanes (horizontal and vertical lanes) on the Visual
Task Board. Users can only use compact cards in the Visual Task Board and add swimlanes to
freeform, flexible, and guided boards.
Edit the Due date for a task
Add or edit the due date for a task card. Your users can view the due dates on the cards.
Set a WIP Limit for a lane
Set a limit to the number of tasks cards that your users can add to a lane.
Set notifications to your instance
Add new notifications to your instance by using a Visual Task Board.
Add themes with the color palette
Add themes to your Visual Task Board by selecting colors from the color palette.

Changed in this release

Add labels
Distinguish tasks on the task board by categorizing them by labels. You can add, rename,
prioritize, and delete labels. You can also apply colors from the palette to the Visual Task Board.
Assign users from Quick Panel
Assign users and prioritize tasks with the revised quick panel options.
Filter tasks by due date from Board header
Filter tasks by due date by clicking Due By on the board header.

Activation information

Now Platform® feature is active by default.

Now Platform User Interface release notes


ServiceNow® user interface product enhancements and updates in the New York release.

New York upgrade information

Starting with the New York release, ServiceNow encodes the URIs associated with the modules
in the navigation pane. When upgrading to New York, existing URIs for custom modules might
break if you used arguments with non-URL-encoded characters, for example, an equals (=)
sign. Arguments and filter conditions become part of the URI. If an argument started with an
ampersand (&), or if you used a conditional filter and an argument but did not prepend the
argument with a caret (^), the module URIs may break. A simple revision can prevent that from
happening. For more information, see Encoding module URIs.

Activation information

The user interface is part of the core platform and does not require special activation.

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Guided Tour Designer release notes


ServiceNow®Guided Tour Designer product enhancements and updates in the New York release.
Create a guided tour so that your users can learn how to use a feature.

New in the New York release

Enable Guided Tours for Custom UI pages


Enable guided tours across your instance to run on the Custom UI pages.
Guided Tours API
Launches tours conditionally as required.

Changed in this release

Guided Tours Dashboard


Review your guided tour usage statistics with the help of the Guided Tours Overview dashboard.
This dashboard has two tabs.
• User Engagement: Shows the number of users actively working with guided tours and trending
over a time.
• Tour Statistics: Shows user engagement trends and patterns. This tab helps you build more
successful tours by analyzing tour completions and tour failures.

Callout editing options


Add or modify callout content in the Text field of the Create Step panel. Change the direction of
the callout by selecting the appropriate option in the Placement area.

Activation information

Active by default.

Service Management release notes


Service Management has new and updated features in the New York release.

Facilities Service Management release notes


ServiceNow® Facilities Service Management product enhancements and updates in the New
York release.
With Facilities Service Management, you can request changes to the operation and
maintenance of your facilities, track these requests, and make the necessary changes.
With Facilities Service Management you can:
• Determine the location a facility request came from to help facilities team members with
logistics.

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ServiceNow New York New York release notes

• Identify configuration items (CIs) for each request to help determine what impacts your facility.
Examples are reporting on broken equipment like a copier, refrigerator, coffee machine, or
issues like rest room flooding.
• View all open facilities requests to identify duplicate requests.

Removed in this release

Space management, facilities move management, and interactive facility maps are no longer
available for new customers. ServiceNow still supports these features for existing customers.

Activation information

You can activate the Facilities Service Management plugin


(com.snc.facilities_service_automation) as a separate subscription. This plugin manages facilities
requests and enables users to report and track requests by their location.

Note: The Facilities Move Management (com.snc.facilities_service_automation.move) and


Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) plugins are
no longer available for new customers.

Security Operations release notes


Security Operations has new and updated features in the New York release.

Security Incident Response release notes


ServiceNow®Security Incident Response product enhancements and updates in the New York
release.
Use Security Incident Response (SIR) to manage the lifecycle of your security incidents end-to-end
from the initial analysis to containment, eradication, and recovery. Security Incident Response
enables you to get a comprehensive understanding of incident response procedures performed
by your analysts over time. You can also understand trends and bottlenecks in these procedures
with analytic-driven dashboards and reporting.
Built-in integrations with third-party cybersecurity solutions and partner-developed integrations
from the ServiceNow® Store enable security automation and orchestration for efficient and
accurate incident response.

New York upgrade information

If you are upgrading directly from the Jakarta or Kingston releases to the New York release
(skipping the London release), navigate to System Definition > Fix Scripts, and run the Update
integrations to multi domain fix script. Run this script to enable certain integrations to define
multiple configurations.
For example, if you have multiple Splunk instances, you can create connections and queries that
run sightings searches across multiple Splunk instances. After you run the fix script, navigate to
System Definition > Fix Scripts and deactivate the fix script. Do not run the script more than one
time.

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New in the New York release

Performance Analytics SOC Efficiency dashboard


If you have the sn_si.analyst or sn_si.manager roles, you can use this dashboard to improve
analyst efficiency and get a picture of how the security operations center (SOC) is performing in
general and specific areas over time. You can use the dashboard to:
• View metrics that help measure the individual performance of the security analysts.
• Measure the overall response time of the SOC in addressing valid security incidents.
• View risk scores to assess the amount of risk reduced through incident response actions.
• Get better insight into the incident analysis stage to analyze bottlenecks in the incident
response procedures.

Malware playbook flow template

If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware
playbook flow template to accelerate the design of this playbook. Automate the steps for
handling malware alerts from the endpoint or the network.
The flow template includes trigger conditions and a sequence of actions and subflows that are
annotated for readability. You can use the drag-and-drop feature to move objects, include
condition checks, parallel branching, decision tables, and more within your template to resolve
malware attacks quickly and efficiently.

Mobile experience for Security Incident Response


The Security Incident Response (SIR) mobile app gives you access to security incidents and
receive notifications on your mobile device. With the mobile app, you can:
• View and edit security incidents that are based on a predefined set of queries or filters.
• Assign or reassign security incidents, add work notes, or upload attachments.
• Receive alerts for highly critical incidents and respond to them quickly from your mobile
device.

Activation information

Activate the Security Incident Response Dependencies plugin (com.snc.si_dep). Download and
install Security Incident Response from the ServiceNow Store. Use Setup Assistant to configure
Security Incident Response based on the needs of your organization. The Security Incident
Response application is available as a separate subscription.

Related ServiceNow applications and features

ServiceNow Agent (Fulfiller) app


The ServiceNow® Agent (Fulfiller) app is required to access the Security Incident Response Mobile
app on your mobile device. The ServiceNow Agent (Fulfiller) app is available on the Apple iOS
App Store or the Google Play Store. Download the ServiceNow Agent (Fulfiller) app on your
mobile device and use it to log in to a Now Platform® instance.
Security Incident Response Mobile app
The Security Incident Response Mobile app is required on your Now Platform instance. Download
the Security Incident Response Mobile app along with its dependencies from the ServiceNow

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Store. The Security Incident Response core application is required on your Now Platform instance
so that you can view and edit security incidents on your mobile device.

Vulnerability Response release notes


ServiceNow® Vulnerability Response product enhancements and updates in the New York release.
The Vulnerability Response application in ServiceNow® Security Operations prioritizes vulnerable
items and adds business context to help security experts determine whether business critical
systems are at risk. Using the CMDB, Vulnerability Response can easily identify dependencies
across systems and quickly assess the business impact of changes or downtime. Vulnerability
Response provides a comprehensive view of all vulnerabilities affecting a given service, as well as
the current state of all vulnerabilities affecting the organization.

New York upgrade information

If you are upgrading from a previous version of Vulnerability Response, you can begin using the
Vulnerability Response new features immediately. All updates to Vulnerability Response are only
available in the ServiceNow® Store.
If you've previously installed Vulnerability Response, you don't need to install the Dependencies
(com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.
For detailed information on upgrade from Kingston or London to Vulnerability Response, see
Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability Response for upgrades. If
you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom
table. If you add custom roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set
correctly to enable access to application administration.

Note:
Once enabled, Application administration cannot be disabled.

Integration upgrade information


• Rapid7 Vulnerability Integration
Before Rapid7 Vulnerability Integration v6.2, if you have multiple databases, the
vulnerability_id in Rapid7 is not unique. Starting with Rapid7 v6.2, the nexpose_id, which
is globally unique, replaces vulnerability_id. If you have an earlier version than 6.2, and
upgrade to the latest version, you do not get the nexpose_id change. See KB0751331 to add
the nexpose_id in the SQL import query.
• Qualys Vulnerability Integration
To reduce upgrade time, if you have the Qualys product or a third-party integration installed,
delete all attachments on your integration data sources. You can find the attachments
by navigating to System Import Sets > Administration > Data Sources and searching by
integration. See Manage attachments for more information.
• Rapid7 Vulnerability Integration
Before Rapid 7 v6.2, if you have multiple databases, the vulnerability_id in Rapid 7 is
not unique. Starting with Rapid 7 v6.2, the nexpose_id, which is globally unique, replaces
vulnerability_id. If you have an earlier version than 6.2, and upgrade to the latest version,
you do not get the nexpose_id change. See KB0751331 to add the nexpose_id in the SQL
import query.

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New in the New York release

Features available from the ServiceNow Store:

Vulnerability Solution Management


Automatically correlate the vulnerabilities in your environment with the solutions that would
remediate them. Identify the remediation actions that apply to your environment and prioritize
them by the greatest reduction in vulnerability risk. Available as a separate subscription within
Vulnerability Response, Vulnerability Solution Management contains solution integrations such as
the Microsoft Security Response Center Solution Integration.

Note:
Preferred Solutions in vulnerability, vulnerable item, and vulnerability group records are
derived from the Microsoft Security Response Center Solution Integration imports and not
third-party vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE) vulnerabilities with long
summaries can cause excessive cell heights in the vulnerability list view on solution
records.

Risk Score calculator enhancements


Configure your calculators with finer granularity. These calculators provide consistent risk scores
across all vulnerable items so you can effectively prioritize the vulnerabilities in your environment.
The Default Risk Calculator and Vulnerability Severity calculators are shipped with the base
system.
Vulnerability Calculators have replaced Vulnerability Calculator Groups for calculating the base
Risk Score.

Remediation Owner Role


Automatically receive access to vulnerability entries and solutions assigned to you or
your group using the sn_vul.remediation_owner role. By default, the itil role contains the
sn_vul.remediation_owner role.
Mobile experience for Vulnerability Response
Access the VR application on your Now Platform instance directly from your mobile device with
the Vulnerability Response mobile app.
• View vulnerability groups. You can view and update your vulnerability groups to drive the
vulnerability group through its remediation process.
• Notifications: You can set up your mobile device to receive notifications about your most
current business-critical vulnerability items. You can view and edit the related vulnerability
group assigned to you or your team directly from the notification.

New in existing integrations

Tenable for Vulnerability Response v2.0:


• When Tenable for Vulnerability Response vulnerabilities are imported before their
corresponding NVD entries, those vulnerabilities are not associated with the NVD
vulnerabilities later. Ensure that NVD imports are up to date, and periodically re-import the full
Tenable Knowledge Base (KB).

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• Tenable for Vulnerability Response does not currently support Normalized severity.
• Tenable for Vulnerability Response does not populate exploit fields on third-party
vulnerabilities.

New integrations
Microsoft Security Response Center Solution Integration
Import solution data for known vulnerabilities and create relationships with vulnerable items and
vulnerability groups. This integration is part of Vulnerability Solution Management.

Quick start tests for Vulnerability Response


Validate the continued functionality of Vulnerability Response after any configuration change
such as an upgrade or after developing an application. All test suites and tests should pass on a
default implementation. To validate a custom implementation, copy the automated tests and
configure them for your customizations.

Changed in this release

NVD JSON integration


To support the anticipated switch from XML to JSON by the National Vulnerabilities Database
(NVD), NVD data feeds have been updated to use JSON.

Note: By default, all data feeds for NVD Auto-update are disabled. To enable the feeds
that you want, see Configure the scheduled job for updating NVD records.

Configuration additions to Setup Assistant

Added configuration for Assignment Rules and Vulnerability Solution Management.

CI Lookup Rule used for the CI appears on Discovered Item records


Added the CI matching rule field to the Discovered Items form to make it easier to identify
potential matching issues.
Integration changes

Removed in this release

Vulnerability Calculator Groups have been renamed Vulnerability Calculators and the group
module no longer exists.

Activation information

Activate the Vulnerability Response Dependencies plugin (com.snc.vul_dep). Download and


install Vulnerability Response from the ServiceNow Store and configure this application based on
the needs of your organization using Setup Assistant. This application is available as a separate
subscription.

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Related ServiceNow applications and features

ServiceNow Agent (Fulfiller) mobile app


The ServiceNow®Agent (Fulfiller) mobile app is required to access the Vulnerability Response
mobile app on your device. The ServiceNow Agent (Fulfiller) mobile app is available on the
Apple iOS App Store or the Google Play Store. Download the ServiceNow Agent (Fulfiller) mobile
app on your mobile device and use it to log in to a Now Platform instance.
Vulnerability Response mobile app

The Vulnerability Response Mobile app is required on your Now Platform instance. Download the
Vulnerability Response Mobile app along with its dependencies from the ServiceNow Store.

Note: The Vulnerability Response core application is required on your Now Platform
instance so that you can view and edit vulnerability groups and vulnerable items on your
mobile device.

Vulnerability Response upgrade information


Vulnerability Response upgrade information for the New York releases.
• Upgrade from London information
• During an upgrade from London to New York (Vulnerability Response (VR) version 8.0), the
VR Setup Assistant module is overwritten with an incorrect URL.
When upgrading from Madrid Vulnerability Response v7.0 to Vulnerability Response v8.0
on the New York platform, or from London to New York VR version 8.0, a duplicate Setup
Assistant module appears.
See KB0749805 to remove the redundant module and fix the incorrect URL issue.

• Upgrade from before Madrid information


If you upgraded from a version of Vulnerability Response, before Madrid, your original
Overview page becomes the Overview (Legacy) module in the left navigation bar. If you
created a customized home page overview, the overview is overwritten by the new reports
dashboard. To access your customized home page, Create a new module for your customized
home page and add it to the Vulnerability Response application.
• Upgrades from before Kingston
• For releases prior to Kingston, during upgrade the Vulnerable Item table is reparented to
improve performance. If you have a large number of vulnerable items, the upgrade process
may take additional time. No special handling is needed, however, stop any Vulnerability
Response activities prior to upgrade and record your vulnerable item count.
• Once complete, verify that your pre- and post-upgrade vulnerable item counts
match. For more information on the impact of reparenting, see the Upgrade impact of
reparenting change in the Kingston release [KB0680550] article in the ServiceNow® HI
Knowledge Base. For information on the upgrade impact to existing instances, see the
Vulnerability Response: FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge
Base. This information does not apply if you upgrade from Kingston to this release. For
Kingston release information, see the Kingston Vulnerability Response release notes.
• If you are upgrading from Kingston, existing CI Identifier Rules are disabled by default, but
not removed. These rules appear in Security Operations > CMDB > CI Lookup Rules. To
reenable, open a rule and enter values for the Source and Source field fields, select the
Active check box, and click Submit.

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Software Asset Management release notes


ServiceNow® Software Asset Management product enhancements and updates in the New York
release.

New York upgrade information

Revert customizations after installing Software Asset Management for the first time, or upgrading
from Software Asset Management Foundation plugin, for all features to function as intended.
The Revert Customizations module in Software Asset Management administration reverts
customizations of files related to Software Asset Management to base configuration that were
skipped during the installation or upgrade process. For more information, see Revert Software
Asset Management customizations.

Warning: If you upgrade to the Software Asset Management Professional


plugin (com.snc.samp) from the Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert to the Software Asset
Management plugin(com.snc.software_asset_management).

For more upgrade information, see Software Asset Management upgrade information.

New in the New York release

Saas License Manage SaaS license usage and cost


Manage license usage and cost. SaaS License Management integrates directly with your
Box, Dropbox, DocuSign, G Suite, Salesforce, and Zoom accounts. View usage information to
plan future license purchases. Reclaim licenses with minimal activity to stop paying for unused
software.
Import financial data to track and optimize software spending
Import your company’s financial transaction data to track, analyze, and take action on software
spending. Software Spend Detection automatically identifies transactions that are software
purchases. Streamline business processes and reduce costs by consolidating software products
with similar functionality.
Manage SAP license compliance for users with indirect access from other business applications
Manage SAP license compliance for users with indirect access from third-party applications
to an SAP client. The SAP system collects activity data about your users and their transactions.
Use this information to gain insight by defining rules for user and activity data and to be notified
about potential indirect access.
Optimize SAP licenses based on user role authorization
Assign a more accurate named user type to your users based on the roles and functions they
perform in SAP to optimize your license. The ServiceNow platform performs an optimization
calculation by comparing the user’s actual SAP assigned roles with the roles in the Named
User Type definition. A downgrade option that can cover all the assigned roles of the user is
suggested.
Manage licenses for Microsoft Software Assurance

Manage license cost and renewals for your Microsoft Software Assurance (SA) licenses. Create
an entitlement to track your SA license software rights. During reconciliation, downgrade and
upgrade rights are used, which optimizes which licenses are used for your installed software.

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More Microsoft volume licensing agreements are supported: Open License, Open Value,
Open Value Subscription, Select License, Select Plus, Enterprise, and Enterprise Subscription
Agreements.

Optimize Windows SQL Server license costs


Optimize your Windows SQL Server license cost with the new Per Core license. Per Core license
cores on both the physical server and the virtual cores that support virtual machines and
presents a cost-efficient model based on the number of rights used.
Manage Citrix User/Device licenses

Use the Citrix publisher pack to manage your user and device licenses. Get visibility into the Citrix
Per user and device licenses that you own and manage your license compliance. The Citrix
Publisher Overview dashboard has been enhanced to include usage information on user and
device licenses.
License calculators have been updated to account for third-party software that is delivered
using Citrix app virtualization. The license calculators are licensed based on potential access
instead of actual software usage.

Manage IBM ILMT/BigFix Inventory license compliance

Use the IBM License Metric Tool and BigFix Inventory integration to integrate your IBM servers
with the Now Platform®, create entitlements and software models, and determine your license
compliance by tracking your IBM products and components.
Once the connection with ILMT or BigFix Inventory is successful, historical data is retrieved for the
aggregated period set up in ILMT and BigFix Inventory. This data includes products, components,
editions, hosts, virtual machines, and license usage.

HR Onboarding: Improve new hire onboarding experience leveraging Asset Management

Automate the process for new hires to request IT assets, track and update the assets, and
minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with
a base system workflow that automates the fulfillment process for IT hardware, software, and
consumable requests. The status of the IT asset is automatically updated as it moves through the
fulfillment process until it gets assigned to the requester.

Discover installed software using file signatures


Use File-based Discovery to identify software that runs on your UNIX and Windows servers and
devices, without the availability of registration information. File-based Discovery looks for files
based on attributes such as file name and size. File-based Discovery then compares these
discovered files with a set of rules from the Content library to identify installed software.
Manage compliance for software licenses under management
As you roll out Software Asset Management in phases, get an accurate picture of license
compliance on the set of software models which are under active management, that is, you
have completed set-up of these software models, discovered the software installs, and captured
all the licenses you own. Exclude from your license compliance reports any software models
which are still being worked on or are not being actively managed.
Get visibility to end-of-life and end-of-support software
Using end-of-support or end-of-life software, no longer supported by a publisher, exposes your
organization to the risk of security threats. Use the Software Model Lifecycle Report to get
visibility to end-of-life and end-of-support software. Use the information to mitigate risk to your
organization with remediation actions such as buying extended support, planning for software
upgrade, or software removal.
Quick start tests for Software Asset Management

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After upgrades and deployments of new applications or integrations, run quick start tests
to verify that Software Asset Management still works. If you customized Software Asset
Management, copy the quick start tests and configure them for your customizations. New quick
start tests for Software Asset Management include:
• SAM - Create Software Entitlement using Custom PPN
• SAM - Software Model Checks for SAP
• SAM - Software Model Checks for SaaS
• SAM - Validate Fields on SaaS Software Products

Changed in this release

Citrix publisher pack

• Most software publishers (like Microsoft) require applications that are delivered via Citrix to
be licensed based on potential access from a user or a device instead of actual application
usage. License compliance reporting for software delivered through Citrix considers users and
devices with potential access to applications. See Software Asset Management upgrade
information for the manner in which this change has been handled.
• The Citrix discovery probe uses a discovery pattern that may misidentify a device as a Citrix
Delivery Controller. A change has been made to the pattern used by Citrix discovery probe to
address this issue.
• On the client access record form, a new field User/Device count replaces the total device
count field.

SAP publisher pack

• A new column, Is discovered is added to the Named User Type [samp_named_user_type]


table.
• The Named user types navigation menu is filtered to show records where the column Is
discovered equals true.
• The Named User Types form has a new related list, SAP roles, which is used to map named
user types to roles.
• The SAP Users form has two new related lists, SAP user activities and SAP web activities.
• The SAP System User [samp_sap_system_user] table has a new column, Optimized named
user type, which is visible in the default list view.
• The SAP dashboard has new widgets: Users for role-based optimization, Potential indirect users
from user activity, and Potential indirect users from transaction activity.
• A new Downloads menu item is added to the SAP module. Download the SAP ABAP code
directly from the ServiceNow instance.
• On the SAP connection, the UI action has been modified to test the SAP connection and the
version of the deployed ABAP code.

Label for Downgrades/Upgrades changed to Downgrade Rights


The label for the Downgrades/Upgrades related list on the Software Entitlement form has been
changed to Downgrade Rights.
Downgrade rights

• Downgrade rights can be deactivated on the Software Entitlement form. Deleting


downgrade rights is no longer supported.
• Downgrade rights support is added to the following calculators:

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• Common: Per Core, Per Processor


• Microsoft: Per Core (with CAL), Per Core

Microsoft Publisher Pack


The Microsoft Per Core (with CAL) license is updated to consider unlimited virtualization for the
Windows Server Datacenter Edition deployed in clustered environments.

Removed in this release

• The following charts are removed from Citrix Publisher Overview:


• Top 5 Products Installed: this chart is replaced by the Software Products in the Citrix Farms
chart.
• Application Usage Trend: this chart is removed because licensing is based on potential
access instead of actual usage.

• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are deprecated from the New
York release. Any existing entitlements using Per Core (Physical Core) and Per Core (Virtual OSE)
metrics are replaced with the Per Core metric. You may see a change in your reconciliation
results.

Activation information

The Software Asset Management Professional (com.snc.samp) plugin requires a separate


subscription and must be activated by ServiceNow personnel. This plugin includes demo data.
Depending on your environment, you may choose to request one or more related plugins which
also must be activated by ServiceNow personnel. See Request Software Asset Management.
The Activate All Software Asset Management Professional plugin (com.sn_samp_master) loads the
following plugins in one step:
• Software Asset Management Professional(com.snc.samp) plugin
• SaaS License Management (com.sn_sam_saas) and SaaS License Management Integrations
(com.sn_sam_saas_int) plugin
• All publisher pack add-on plugins

For the Software Asset Management plugin (com.snc.software_asset_management) and


Software Asset Management Foundation plugin (com.snc.sams) features of Software Asset
Management, see ITSM Software Asset Management.

Software Asset Management upgrade information


Software Asset Management upgrade information for the New York release.
• Microsoft Software Assurance
• On the Software Entitlement form, there are new licensing types to support Microsoft
Software Assurance licenses.
• Microsoft Upgrade licenses are upgraded to Step-up licenses.
• Full licenses are upgraded to Perpetual.

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• The License Duration field has been removed from the Software Entitlement form.
Any entitlements with the License Duration field set to Subscription are upgraded to a
subscription license type.

Note: These changes do not impact reconciliation or your license compliance


position.

There are no changes to the other publishers.


• Content-related upgrade information:
• Existing software models and entitlements are updated with downgrade rights content.
If you've already specified downgrade rights, deactivate any duplicate entries that may
occur.
• Existing software models are updated with the next version. Updated content doesn't
override a software model that's specified with the next version.

Note: Once you upgrade, you may see a change in your reconciliation results.
Downgrade rights that are added by Content on license entitlements are used to
evaluate the rights needed for compliance.
• When downgrade rights or next version is set, a new software model is created if one
doesn’t exist. This creation could result in duplicate software models because the Version
and Edition values on the existing software model are used to check if a software model
exists.

• Any existing entitlements with Per Core (Physical Core) and Per Core (Virtual OSE) license
metrics are upgraded to the new Per Core license metric.

Note: Once you upgrade, you may experience a change in your reconciliation
results. Rights are calculated for both Per Core (Physical Core) and Per Core (Virtual
OSE). The results display the option that results in the lowest number of rights needed.
• On the Software Entitlement form, the Agreement type None is no longer supported and
any agreements with this value are upgraded to the type Generic.

• Citrix Publisher pack


• Software that's delivered through Citrix XenApp and XenDesktop is licensed based on
potential access rather than actual usage. During the upgrade, all existing installations for
software delivered through Citrix are deleted. However, the referenced Discovery models
are not deleted. On the next execution of discovery, after the upgrade, all the installations
based on potential access are created and associated to the existing ServiceNow®
Discovery models. Discovery must be executed within three weeks of the upgrade.

Note: If Discovery isn't run during the three-week time frame, an existing scheduled
job deletes any orphan Discovery models without installation records. Recreating
these Discovery models causes unnecessary rework.

• SAP publisher pack


• Download the latest SAP ABAP code from the Downloads menu under the SAP Compliance
and Optimization module. ABAP code deployed in an SAP environment should be
compatible with the ServiceNow release.

• A new field, License under management, has been added to software models, which
indicates whether the software model is included in the Software Asset Management license
compliance reports. This field value is set to true for all upgraded software models; this value
doesn't impact compliance reports.

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• To unlock the new SaaS License Management features, enable the following new plugins:
• SaaS License Management (included with the Master plugin)
• SaaS License Management Integrations (included with the Master plugin)
• Spend Detection (you must first get the Software Spend Detection SKU at no additional cost,
before you request this plugin in ServiceNow® HI)

• In-flight transfer orders created for fulfillment of IT equipment requests, created as part of
the HR Onboarding flow, are upgraded to include the fulfillment tasks - Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. Tasks completed before the upgrade for
the transfer order line to reach that stage are closed. For example, if a transfer order line is in
Shipment Preparation stage, then the tasks for Ready for fulfillment and Prepare for shipment
are closed. These tasks would have been completed before the upgrade.

Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.

Release notes summaries for New York features


Consolidated release notes information for new and updated New York features.

Learn about specific themes for multiple New York products

In the New York family, ServiceNow® features and products were introduced or updated. Every
new or updated feature and product has its own individual release notes topic, which includes
information such as upgrade tasks, new features, changed features, browser requirements, and
other specifications. These product-specific release notes are listed in Features and changes by
product.
To help users look over different classes of information at a glance, each release notes section
has its own summary topic. For example, the Browser requirements for all New York features and
products aggregates all browser requirements for features that were introduced or updated in
New York.

Upgrade information for all New York features and products


Cumulative release notes summary on upgrade information for New York features and products.

Upgrade and migration information

Before you upgrade to New York, review the upgrade information for any products you may have.
Some products require you to complete specific tasks before you upgrade.
Application or feature Details
Advanced Work If you are using Connect Support and want to move to Advanced Work
Assignment Assignment and Agent Chat, see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat.

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Application or feature Details


Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.

Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.

Asset Management • In-flight transfer orders created to fulfill IT equipment requests are
upgraded to include the following fulfillment tasks: Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer
orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were
upgraded are closed. For example, if a transfer order line is in the
Shipment Preparation stage, then the Ready for fulfillment and Prepare
for shipment stages are closed because the tasks were completed
before the upgrade.

Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.

Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.

Automated Test Copy and customize ServiceNow platform-provided quick start tests
Framework to validate that your instance works after you make any configuration
changes. For example, if you apply an upgrade or develop an application.

Cloud Management • Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is supported.
• Catalog items created from cloud-native templates in releases prior
to the Madrid release are treated as blueprint-based catalog items.
As a result, you cannot modify the underlying template. There is no
workaround.

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Application or feature Details


Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.

Dashboards
Responsive dashboards enabled by default on upgrade to New York
Responsive dashboards are now enabled automatically upon upgrade
to New York. Responsive dashboards have a more intuitive interface and
are easier to share and edit than non-responsive dashboards. For more
information, see the following topics:
• Differences between homepages and responsive and non-responsive
dashboards
• Working with responsive dashboards

If your instance requires non-responsive dashboard functionality, you can


disable responsive dashboards.

DevOps
Discovery The process of upgrading from Madrid to New York deactivates all
Discovery schedules for cloud resources (VM). Schedules deactivated
during the upgrade appear in the list view of the Discovery Schedule
[discovery_schedule] table with a Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately
or on the day and time configured. After upgrade, open your cloud
schedules in the Discovery Manager and re-activate them.

Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.

Field Service When you upgrade your mobile application, you may have to migrate
Management customizations from earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.

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Application or feature Details


Flow Designer • During upgrade, a fix script converts the system
property com.snc.process_flow.reporting.enabled to
com.snc.process_flow.reporting.level. The former system property value
of false is converted to the new value of Off. The former system
property value true is converted to the new value Flows Actions
and Steps.
• Record-based flows created before the Madrid release continue to run
as the System user after upgrade. To change how upgraded flows run,
edit the flow properties. By default, new flows you create run as the user
who triggers the flow.
• Flows created before the Madrid release that use the Always trigger
option instead use the Only if not currently running trigger option after
upgrade. To change when upgraded flows run, edit the flow trigger
options.

ITOM Health The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.

Knowledge The Knowledge Management Service Portal plugin


Management (com.snc.knowledge_serviceportal) is active by default for new or upgrade
customers.
The Knowledge Management Core plugin (com.glideapp.knowledge) is
active by default for new or upgrade customers.
The Knowledge Management with KCS plugin
(com.glideapp.knowledge2) is planned for deprecation. This plugin
contains Knowledge Management V2 features only. KCS features are not
being deprecated and are available in Knowledge Management V3 or
Service Portal.

MID Server The auto-upgrade process for MID Servers in New York has changed. The
MID Server no longer receives its upgrade through the instance, as it did
in previous releases. All MID Server host machines now require access to
the download site at install.service-now.com to enable auto-
upgrades. For additional details about how MID Server upgrades are
managed and where to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted
per executable path. Upgraded Windows MID Servers that have multiple
services pointing to the same installation folder are prevented from starting.
See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade
monitor tests the MID Server's ability to upgrade on your system before
the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID
Servers manually.

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Application or feature Details


Mobile platform During the upgrade to the New York release, the instance is updated to use
the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system
mobile applications that are installed on your instance are automatically
updated to work with the new design and can be used with Studio right
away. For more details on the mobile hierarchy, see ServiceNow mobile
app configuration.
Modified base system applications and applications that you have created
in Studio will continue to work after the upgrade, but they will not be
configurable in Studio until after you run the mobile migration script. For
additional details on the migration script, see Migration from Madrid to New
York mobile.

Operational Intelligence After you upgrade all the Operational Intelligence ServiceNow® MID
Servers in the MID Server distributed cluster to New York, restart the MID
Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be
stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a
time.

Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
2. Enable the connectors to pull the missing data.

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Application or feature Details


Password Reset • The Password Reset application is a platform feature and is upgraded
by default.
• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is
activated by default.
• The Password Reset application is not available during the upgrade
process.
• If you are using the Local ServiceNow credential store: For new
installations and updates to instances that are not domain-separated
and where Password Reset workflows have not been modified: The
instance will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier
releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new
installations and updates to instances where:
• The instance is not domain-separated and
• Password Reset workflows have not been modified and
• The Microsoft AD spoke is activated on the instance

The instance will use IntegrationHub subflows to perform Password Reset


operations. The Password Reset workflows that were used in earlier
releases are no longer used.
• For updates to instances where Password Reset workflows have been
modified or where the instance is domain-separated, IntegrationHub
subflows are not implemented. Password Reset operations continue
to use workflows by default. To implement IntegrationHub subflows to
perform operations (recommended), follow this procedure:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub
subflows to customize password reset processes.

Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
upgrades.

Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .

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Application or feature Details


Project Portfolio • Ideas:
Management
Convert an idea directly to a story, epic, or project instead of just
creating a demand. Upon upgrade, the Create Task button enables
you to directly create a task from the idea or you can just click Accept.
After the upgrade, migrate from the legacy Ideas feature to the new
Idea portal. For more information, see Migrate from legacy Ideas to the
new Idea Portal .
• Project Management:
If you are upgrading to New York, your existing projects are migrated as
follows:
• Your existing Hybrid, Agile, or custom projects remain unchanged.
• If there are only stories associated with the project, then existing
projects with the Null or Waterfall execution type are migrated to the
Agile execution type.
• If there are only tasks associated with the project, then existing
projects with the Null execution type are migrated to the Waterfall
execution type.
• If there are tasks and stories associated with the project, then existing
projects with the Null or Waterfall execution type are migrated to the
Hybrid execution type.
After the migration of existing projects upon upgrade, the related
lists and links on the Project form and widgets in the Analytics tab of
the Planning Console also change based on the updated project
execution type.

Security Incident If you are upgrading directly from the Jakarta or Kingston releases to
Response the New York release (skipping the London release), navigate to System
Definition > Fix Scripts, and run the Update integrations to multi domain
fix script. Run this script to enable certain integrations to define multiple
configurations.

Service Level After you upgrade, you can activate the Service Portfolio Management
Management SLA Commitments plugin (com.snc.service_portfolio.sla_commitment) to
use the Service Commitment flag in the SLA Definition record. With this flag,
you can differentiate between an SLA definition tied to a Service Offering
commitment and an SLA definition that is not tied to a Service Offering
commitment.

Service Mapping During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.

Important: It may make the upgrade time longer depending


on your CMDB size. To decrease the upgrade time, install the
Discovery and Service Mapping Patterns from ServiceNow Store
before upgrading to the New York release.

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Application or feature Details


Service Portal • By creating an Agent Chat portal configuration, your end users can
initiate and maintain an Agent Chat conversation in any portal page.
This feature replaces the Virtual Agent Service Portal widget. If your
portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See
Configure Agent Chat in Service Portal.
• The Now Platform collects search data and analytics that generate
search suggestions. If upgrading from a previous release, search
analytics does not yet contain any data. To immediately provide
suggestions to your users, you can populate search suggestions using
data from either the Text Searches [text_search] table or the Service
Portal Log Entries [sp_log] table. For more information, see Populate
search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect
search data and analytics to generate suggestions. To benefit from
this new feature, you can either migrate search to use the base system
Faceted Search widget, or configure your search widget to collect
search data using the GlideSPSearchAnalytics API. For API reference,
see GlideSPSearchAnalytics. For more information about the Now
Platform search analytics and suggestions feature, see Search analytics
and suggestions.
• Take advantage of the latest article view features such as including links
and images in article feedback and article versioning by activating the
Knowledge Article View page route map. This map routes the kb_article
page to the kb_article_view page. See Page route maps.

Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.

Software Asset Revert customizations after installing Software Asset Management


Management for the first time, or upgrading from Software Asset Management
Foundation plugin, for all features to function as intended. The Revert
Customizations module in Software Asset Management administration
reverts customizations of files related to Software Asset Management to
base configuration that were skipped during the installation or upgrade
process. For more information, see Revert Software Asset Management
customizations.

Warning: If you upgrade to the Software Asset Management


Professional plugin (com.snc.samp) from the Software Asset
Management plugin (com.snc.software_asset_management),
you cannot revert to the Software Asset Management
plugin(com.snc.software_asset_management).

For more upgrade information, see Software Asset Management upgrade


information.

Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.

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Application or feature Details


Virtual Agent • Migrating Virtual Agent topics: Conversation topics created in the
Madrid release are fully supported in this release and do not change
during upgrade. After upgrade, you can continue to develop and use
keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language
Understanding (NLU) model to your Virtual Agent conversations. NLU
models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR
Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU
models, along with predefined conversation topics. To learn more, see
Get Started with NLU in Virtual Agent.
• Defining a Service Portal Agent Chat Configuration: After upgrading, if
you define a Service Portal Agent Chat configuration, you must remove
any previously installed Virtual Agent Service Portal widgets from portal
pages.
The Service Portal Agent Chat configuration enables users to run Virtual
Agent and Live Agent on all pages of selected service portals. This
means you no longer need to retain the legacy Virtual Agent Service
Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.

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Application or feature Details


Vulnerability Response If you are upgrading from a previous version of Vulnerability Response, you
can begin using the Vulnerability Response new features immediately. All
updates to Vulnerability Response are only available in the ServiceNow®
Store.
If you've previously installed Vulnerability Response, you don't need to
install the Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update.
For detailed information on upgrade from Kingston or London to
Vulnerability Response, see Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability
Response for upgrades. If you add custom tables that rely on inherited
ACLs, you must recreate the ACLs in that custom table. If you add custom
roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by
attribute on the roles is set correctly to enable access to application
administration.

Note:
Once enabled, Application administration cannot be disabled.

Integration upgrade information


• Rapid7 Vulnerability Integration
Before Rapid7 Vulnerability Integration v6.2, if you have multiple
databases, the vulnerability_id in Rapid7 is not unique. Starting
with Rapid7 v6.2, the nexpose_id, which is globally unique, replaces
vulnerability_id. If you have an earlier version than 6.2, and
upgrade to the latest version, you do not get the nexpose_id change.
See KB0751331 to add the nexpose_id in the SQL import query.
• Qualys Vulnerability Integration
To reduce upgrade time, if you have the Qualys product or a third-party
integration installed, delete all attachments on your integration data
sources. You can find the attachments by navigating to System Import
Sets > Administration > Data Sources and searching by integration. See
Manage attachments for more information.
• Rapid7 Vulnerability Integration
Before Rapid 7 v6.2, if you have multiple databases, the
vulnerability_id in Rapid 7 is not unique. Starting with Rapid
7 v6.2, the nexpose_id, which is globally unique, replaces
vulnerability_id. If you have an earlier version than 6.2, and
upgrade to the latest version, you do not get the nexpose_id
change. See KB0751331 to add the nexpose_id in the SQL import
query.

New features and products in New York


Cumulative release notes summary on new New York features and products.

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New features

New products were introduced in New York, and additional features were added to existing
ServiceNow products.

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Application or feature Details


API
New scoped classes and additional methods to existing scoped classes

Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(),
getInputs(), getQuestions(),
getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(),
getTranslation(), isEnabled()
FlowAPI executeFlowQuick(),
executeSubflowQuick(),
executeActionQuick(),
startFlowQuick(),
startSubflowQuick(),
startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(),
addDaysUTC(), addMonthsLocalTime(),
addMonthsUTC(), addSeconds(),
addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(),
before(), compareTo(), equals(),
getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(),
getDayOfWeekUTC(),
getDaysInMonthLocalTime(),
getDaysInMonthUTC(),
getDisplayValue(),
getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(),
getFloatValue(),
getInternalFormattedLocalTime(),
getLocalDate(), getLocalTime(),
getMonthLocalTime(),
getMonthUTC(), getNumericValue(),
getTime(), getTZOffset(),
getUserFormattedLocalTime(),
getValue(),
getWeekOfYearLocalTime(),
getWeekOfYearUTC(),
getYearLocalTime(),
getYearUTC(), GlideDateTime(),
hasDate(), isDST(), isValid(),
onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(),
setDayOfMonthUTC(),
setDisplayValue(),
setDisplayValueInternal(),
setGlideDateTime(),
setMonthLocalTime(), setMonthUTC(),
setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(),
subtract(), toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
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and/or other countries. Other company names, product names,hr_ActivitySet createLECaseByService() ,
and logos may be trademarks of the respective companies with which they are associated. 162
hasActiveCaseByService()
ServiceNow New York New York release notes

Application or feature Details


Vulnerability Response Features available from the ServiceNow Store:

Vulnerability Solution Management


Automatically correlate the vulnerabilities in your environment with the
solutions that would remediate them. Identify the remediation actions
that apply to your environment and prioritize them by the greatest
reduction in vulnerability risk. Available as a separate subscription within
Vulnerability Response, Vulnerability Solution Management contains
solution integrations such as the Microsoft Security Response Center
Solution Integration.

Note:
Preferred Solutions in vulnerability, vulnerable item, and
vulnerability group records are derived from the Microsoft Security
Response Center Solution Integration imports and not third-party
vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE)
vulnerabilities with long summaries can cause excessive cell
heights in the vulnerability list view on solution records.

Risk Score calculator enhancements


Configure your calculators with finer granularity. These calculators provide
consistent risk scores across all vulnerable items so you can effectively
prioritize the vulnerabilities in your environment.
The Default Risk Calculator and Vulnerability Severity calculators are
shipped with the base system.
Vulnerability Calculators have replaced Vulnerability Calculator Groups
for calculating the base Risk Score.

Remediation Owner Role


Automatically receive access to vulnerability entries and solutions
assigned to you or your group using the sn_vul.remediation_owner role. By
default, the itil role contains the sn_vul.remediation_owner role.
Mobile experience for Vulnerability Response
Access the VR application on your Now Platform instance directly from
your mobile device with the Vulnerability Response mobile app.
• View vulnerability groups. You can view and update your vulnerability
groups to drive the vulnerability group through its remediation process.
• Notifications: You can set up your mobile device to receive
notifications about your most current business-critical vulnerability
items. You can view and edit the related vulnerability group assigned
to you or your team directly from the notification.

New in existing integrations

Tenable for Vulnerability Response v2.0:


• When Tenable for Vulnerability Response vulnerabilities are imported
before their corresponding NVD entries, those vulnerabilities are not
associated with the NVD vulnerabilities later. Ensure that NVD imports
are up to date, and periodically re-import the full Tenable Knowledge
Base (KB).
• Tenable for Vulnerability Response does not currently support
Normalized severity.
• Tenable for Vulnerability Response does not populate exploit fields on
third-party vulnerabilities.
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New
and/or other countries. Other company names, product names, integrations
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Microsoft Security Response Center Solution Integration


ServiceNow New York New York release notes

Changes to New York features and products


Cumulative release notes summary on changes to New York features and products.

Changed features

Existing ServiceNow products were updated and changed in New York. This includes the
renaming of certain buttons or features.

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Application or feature Details


API
Changed client classes

Class Changed methods


openFrameAPI openServiceNowForm()

Changed scoped classes

Class Changed methods


hr_ActivityUtils createCaseFromProducer()
GlideRecord addQuery(), addEncodedQuery()

Linting using ESLint


Provide linting capabilities using ESLint. Modify or view default linting
configurations by accessing the glide.ui.syntax_editor.linter.eslint_config
property in the System Property [sys_properties] table.

Advanced Work
Monitor work items with multiple Performance Analytics dashboards
Assignment
Let your managers monitor agent conversations and tasks so that their
agents can better support requests. Previously, managers could track
chat and case work items on a single Performance Analytics dashboard.
Now your managers can monitor work items that are routed through
any one of your service channels — on two different dashboards. One
dashboard contains data for Task [task] work items and the other contains
data for Interaction [interaction] work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum
amount of time that an agent has to accept or reject a chat request.
When the time runs out, the requester receives a message saying that no
agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number.
Previously, queue records were not numbered, but now queue records
have numbers that start with QUE. You can search for queues by their
number, and agents can transfer conversations to another queue when
they type /tq "<queue_number>" in Agent Workspace chat. For more
information on inserting slash commands in agent conversations, see
Quick actions in Agent Workspace chat.

Agent Workspace
Combine Agent Assist with Predictive Intelligence in the contextual
sidebar
Agent Assist and Predictive Intelligence now merge into one component,
which makes it easier for agents to find information to resolve incidents
and cases. These components use machine learning and similarity trend
recognition to identify the most relevant major incidents, incidents,
problems, changes, cases, knowledge articles, catalog items, or
community content.
Preview image attachments
You can preview an image attachment before downloading from the
Agent Workspace Activity Stream or from the attachment section in the
contextual side panel.
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Workspace Activity Stream
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Agents can copy and paste images inline and format text using the HTML
ServiceNow New York New York release notes

Removed features and products in New York


Cumulative release notes summary on features that were removed from New York features and
products.

Removed features

Some features were removed as part of New York product updates.


Application or feature Details
Agile Development 2.0 From the Agile Development application navigator, removed the:
• Planning menu option. For release planning, use the Backlog Planning
tab on the Agile Board.
• Daily Stand Up Boards menu option. Track the progress of your scrum
tasks in the Task Board view on the Sprint Tracking tab.
• Backlog and Release Backlog menu options. Create a personalized
backlog using the Personal backlogs menu option.

Cloud Management • Because the Cloud Management application uses an improved


discovery process, you no longer perform discovery on an entire cloud
account. Instead, in the Cloud Admin Portal, you schedule discovery
for each service account. See Schedule discovery of all resources in a
service account.

Contextual Search • In the Table configurations form, the When to display section does not
appear when the UI type is Workspace. The message Agent Assist
Display Condition has been moved to Declarative
Action Assignments appears.
• Recommendation is no longer included in the list of additional
resources.

Facilities Service Space management, facilities move management, and interactive facility
Management maps are no longer available for new customers. ServiceNow still supports
these features for existing customers.

Financial Management The following functionalities are no longer available unless you have an
ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.

Flow Designer The com.snc.process_flow.reporting.level system property replaces the


com.snc.process_flow.reporting.enabled system property. A fix script
converts this property and its values during upgrade.

Mobile platform • Folders are no longer used to organize applets. You can now use
applets in Application Launcher pages.

Notifications The glide.ui.email_client.attach_to_email_record_until_sent system


property, which controls how attachments are handled in email client, is
deprecated. As of the New York release, you can configure attachment
handling in the Email Client Configuration module.

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Application or feature Details


On-Call Scheduling The older on-call creation wizard was replaced by a more robust wizard
that you can use to create, edit, and maintain on-call schedules.

Performance Analytics On interactive breakdown dashboards, the dropdown list that allows you
to select only one breakdown element is removed on upgrade. This list is
replaced with a new menu that allows multiple elements to be selected.
For more information, see the "New in the New York release" section.

Project Portfolio Project Management: The Original Start Date and Original End Date fields
Management are not displayed by default on the Project form.

Service Level The Service Offering SLA Definition type that appears while creating an
Management SLA definition is removed. Only a single service commitment SLA type is
available to provide a better experience.

Software Asset • The following charts are removed from Citrix Publisher Overview:
Management
• Top 5 Products Installed: this chart is replaced by the Software
Products in the Citrix Farms chart.
• Application Usage Trend: this chart is removed because licensing is
based on potential access instead of actual usage.

• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
deprecated from the New York release. Any existing entitlements
using Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
replaced with the Per Core metric. You may see a change in your
reconciliation results.

Vulnerability Response Vulnerability Calculator Groups have been renamed Vulnerability


Calculators and the group module no longer exists.

Activation information for all New York features and products


Cumulative release notes summary on activation information for New York features and products.

Activation information

Some products and features require specific subscriptions, roles, or licenses. Other features are
part of the Now Platform® and are active by default.

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Application or feature Details


API These APIs are available by default:
• CatItem API: Service Catalog is a Now Platform feature that is active by
default.
• DecisionTableAPI: Decision Tables is a Now Platform feature that is
active by default.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is active
by default.
• GlideCalandarDateTime API: Business calendar is a Now Platform
feature that is active by default.
• GlideElementDescriptor API: GlideElement is a Now Platform feature
that is active by default.
• GlideExcelParser API: GlideExcelParser is a Now Platform feature that is
active by default.
• GlideForm API: GlideForm is a Now Platform feature that is active by
default.
• GlideSPSearchAnalytics, spContextManager APIs: Service Portal is a
Now Platform feature that is active by default.
• Guided Tours API: Guided Tour Designer is a Now Platform feature that is
active by default.
• MobileDeepLinkGenerator: ServiceNow® mobile is a Now Platform
feature that is active by default.

These APIs require plugin activation:


• Change Management APIs: This API requires the Change Management
(com.snc.change_management) plugin to be activated and requires a
separate subscription.
• DSCScriptableAPI: This API requires the Domain Support — Domain
Extension Installer plugin (com.glide.domain.msp_extensions.installer) to
be activated.
• Dynamic Translation API: This API requires the Dynamic Translation plugin
(com.glide.dynamic_translation) to be activated.
• GlideAgentWorkspace API: This API requires the Agent Workspace
(com.agent-workspace) plugin to be activated.
• hr_ActivitySet and hr_ActivityUtils APIs: These APIs require the HR
Lifecycle Events Case plugin (com.sn_hr_lifecycle_events) to be
activated.
• hr_Utils API: This API requires the Human Resources scoped app Core
plugin (com.sn_hr_core) to be activated.
• MLPredictor, MLSolutionResult APIs: These APIs require the Predictive
Intelligence plugin (com.glide.platform_ml) to be activated.
• NotifyConferenceUtils, NotifyOnTaskClient, and SMSPreferenceHandler
APIs: These APIs require the Notify plugin (com.snc.notify) to be
activated and requires a separate subscription.
• Open NLU Resource APIs: These APIs require the Virtual Agent plugin
(com.glide.cs.chatbot) to be activated.
• openFrameAPI: This API requires the OpenFrame plugin
(com.sn_openframe) to be activated.
• ResponseTemplate API: Active response templates
(com.sn_templated_snip) requires a separate subscription.
• SkillDeterminationUtils API: This API requires the Skill Determination plugin
(com.snc.skill_determination) to be activated.
• Text search APIs: Zing text search is a Now Platform feature that is active
by default.
• Transformer, TransformerDefinition, TransformerRuleList APIs: These APIs
require the Transformation Service plugin (com.glide.transform) to be
activated.
• UserSkillAnalyzer, UserSkillRanking APIs: These APIs require the Skills
Management plugin (com.snc.skills_management) to be activated.
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Now
and/or other countries. Other company names, product names, andPlatform
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Application or feature Details


Advanced Work Advanced Work Assignment requires activation of the Advanced Work
Assignment Assignment plugin and related AWA plugins that enable AWA service
channels.

Agent Workspace Now Platform® feature - active by default.


To activate quick actions, including response templates, activate the
Agent Chat (com.glide.interaction.awa) plugin.

Agile Development 2.0 Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you
have the admin role.

Antivirus Scanning Now Platform feature is active by default.

Application Portfolio Activate the Application Portfolio Management (com.snc.apm) plugin if


Management you have the admin role.

Application and plugin Now Platform feature active by default.


management
Assessments and Now Platform® feature - active by default.
Surveys
Asset Management Active by default.

Authentication Now Platform® feature active by default.

Automated Test Now Platform feature - active by default.


Framework
Note: By default, the system property that is used to run
automated tests is disabled to prevent you from accidentally
running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and
other non-production instances. See Enable or disable executing
Automated Test Framework tests.

To use the quick start tests for an application, activate the plugin that
is associated with the application. See Available quick start tests by
application or feature for plugin requirements.

Benchmarks You must opt in to Benchmarks to participate in Benchmarks data


collection. However, you can opt out at any time.

Cloud Management The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate


subscription. You must request activation from ServiceNow personnel.

Coaching The Coaching (com.sn_coaching) plugin requires a separate subscription


and must be activated by ServiceNow personnel. This plugin includes
demo data and activates related plugins if they are not already active. The
Coaching application is available with the ITSM Professional subscription
only. Please contact your account manager for more information.

Communities Communities is only available for customers who are licensed for Customer
Service Management. To activate Communities, activate the Customer
Communities plugin (com.sn_customer_communities).
To implement knowledge harvesting, activate the Knowledge
Management Service Portal plugin (com.snc.knowledge_serviceportal).
To use the Communities dashboard, activate the Performance Analytics —
Content Pack — plugin (com.snc.pa.communities).

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Application or feature Details


Configuration • Now Platform® feature active by default — Configuration Management
Management (CMDB) (com.snc.cmdb).
Database (CMDB) • Now Platform® feature active by default — CMDB Workspace plugin
(com.cmdb-workspace).
• Optionally, to use the Configuration Management Database
(CMDB) quick start tests, activate the CMDB - ATF Tests plugin
(com.snc.cmdb.atf) plugin.

Connect Connect is active by default on new instances. For upgraded instances,


you can activate the Connect plugin (com.glide.connect) if you have the
admin role.

Content Management You must request the Content Management System (CMS) application
System from ServiceNow personnel. Instead of activating CMS, use Service Portal
for new development. Service Portal is an alternative to CMS with a refined
user experience, and is active by default in the base system. See Service
Portal and Content Management and Service Portal.

Contextual Search Now Platform feature is active by default.

Continual Improvement The Continual Improvement Management (com.sn_cim) plugin requires


Management a separate subscription and must be activated by ServiceNow personnel.
This plugin includes demo data and activates related plugins if they are not
already active. The Continual Improvement Management application is
available with the ITSM Professional subscription only. Contact your account
manager for more information.

Customer Service You can activate the Customer Service Management plugin
Management (com.sn_customerservice) if you have the admin role. This plugin includes
demo data and activates related plugins if they are not already active.

Dashboards Now Platform® feature active by default.

Data management Now Platform feature active by default.

Delegated Now Platform feature active by default.


development and
deployment
DevOps
Discovery Discovery is available as a separate subscription from the rest of the Now
Platform® and requires the Discovery (com.snc.discovery) plugin.

Document Viewer To use the Document Viewer feature, activate the Document Viewer
(com.snc.documentviewer) plugin.

Dynamic Translation Activate the Dynamic Translation plugin (com.glide.dynamic_translation).

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Application or feature Details


Facilities Service You can activate the Facilities Service Management plugin
Management (com.snc.facilities_service_automation) as a separate subscription. This
plugin manages facilities requests and enables users to report and track
requests by their location.

Note: The Facilities Move Management


(com.snc.facilities_service_automation.move)
and Facilities Visualization Workbench
(com.snc.facilities_service_automation.fvw) plugins are no longer
available for new customers.

Field Service The Field Service Management (com.snc.work_management) plugin is


Management available as a separate subscription. This plugin activates related plugins if
they are not already active.

Financial Management Financial Management plugins such as Default Financial Management


Cost Models, Financial Charging, Financial Management Core,
and plugins related to Performance Analytics Solutions for Financial
Management are no longer available to be activated directly. If you want
to activate the Financial Modeling application, request the Financial
Management for SPM plugin (for licensed ITSM Professional users) or
Financial Management for APM plugin (for licensed APM users). Some of
the Financial Management features are limited if you activate it through
these plugins.
Activate the Test Management 2.0 plugin (com.snc.test_management.2.0)
if you've the admin role.

Flow Designer Now Platform® feature - active by default.

GRC Before you run any of the ServiceNow® Governance, Risk, and Compliance
(GRC) applications in your instance, you must download them from the
ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.

Governance, Risk, and Before you run any of the GRC applications in your instance, you must
Compliance download them from the ServiceNow® Store.

Guided Application Now Platform feature active by default.


Creator
Guided Tour Designer Active by default.

ITOM Health The subscription plugin is automatically activated when you activate the
Event Management and Operational Intelligence plugins.

ITOM Optimization ITOM Optimization uses the features of Cloud Management. Cloud
Management requires a specific plugin.

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Application or feature Details


ITOM Visibility ITOM Visibility is available under subscription and requires ServiceNow
personnel to activate the Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the
Discovery plugin.

ITSM Agent Workspace Activate the ITSM Workspace Landing Pages — Premium plugin
(com.snc.agent_workspace.itsm.landing_page_premium) to get the
premium landing page for ITSM Agent Workspace. Activation of the plugin
automatically activates the Agent Workspace (com.agent_workspace)
plugin and the Performance Analytics — Content Pack — ITSM Dashboards
plugin (com.snc.pa.itsm_dashboards).

ITSM Virtual Agent • Virtual Agent must be activated before you can use the ITSM Virtual
Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin
(com.glide.cs.chatbot) through the HI Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent
Conversations plugin (com.snc.itsm.virtualagent) to access the
predefined ITSM Virtual Agent topics.

Incident Introduced a new application (plugin), Collaboration Services for Task


Communications Communications Management (sn_tcm_collab_hook), which you
Management can install from the ServiceNow Store. The plugin provides ability to
communicate over Slack.

Incident Management • Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Incident Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure
the incident form layout to view special handling notes.
• Activate the KCS Integration for Incident Management plugin
(com.snc.incident.knowledge) for integration of Incident Management
with Advanced Knowledge Management features that enable you to
create known error articles easily from an incident.

Instance Data Instance Data Replication requires a separate subscription and activation
Replication by ServiceNow personnel.

IntegrationHub The ServiceNow IntegrationHub plugins require a separate subscription and


must be activated by ServiceNow personnel.

Investment Funding The Investment Funding plugin (com.snc.investment_planning) is new in


the New York release. If you have the admin role, you can activate the
Investment Funding plugin.
To integrate Investment Funding with PPM, you can activate the Investment
Funding for PPM plugin (com.snc.investment_planning_pmo).

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Application or feature Details


Knowledge The Knowledge Management Service Portal plugin
Management (com.snc.knowledge_serviceportal) is active by default for new or upgrade
customers.
Activate the Knowledge Management Advanced plugin
(com.snc.knowledge_advanced) to enable advanced features for
Knowledge Management. For more information on activating the plugin,
see Activate the Knowledge Management Advanced plugin.
Activate additional plugins that enable various Knowledge Management
features. For more information, see Additional plugins for Knowledge
Management.

MID Server Now Platform® feature active by default.

MetricBase MetricBase requires a separate subscription and activation by ServiceNow


personnel. For no extra charge, request the MetricBase demo plugin, which
contains sample tables, metrics, triggers, and data to help you learn how to
use MetricBase.

Mobile Onboarding Mobile Onboarding is automatically activated when you activate


Enterprise Onboarding and Transitions. For more information, see Mobile
Onboarding for HR Service Delivery.

Mobile platform Depending on your device, go to the iTunes Store or the Google Play store
and search for ServiceNow to download the native mobile applications.
For more information, see Mobile configuration and navigation.

Natural Language
Activate the NLU model builder
Understanding
Activate two natural language understanding (NLU) plugins and the
Predictive Intelligence plugin so that Natural Language Understanding is
active in your instance.

Notifications Now Platform® feature active by default.

Notify The Notify plugin requires a separate subscription. This plugin includes demo
data and activates related plugins if they are not already active.

Now Mobile The Now Mobile app is active by default in new instances. If upgrading
from a previous release, activate the Mobile Employee Experience Native
Application (com.glide.mobile-employee) plugin. For more information,
see Activate Now Mobile app.

Now Platform User The user interface is part of the core platform and does not require special
Interface activation.

On-Call Scheduling Active by default.

Password Reset • A simple version of the Password Reset application is active by


default and includes example verifications. The base system enables
connections to the Local ServiceNow Instance credential store and
Active Directory (AD) credential stores. For details, see Credential stores
for Password Reset.

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Application or feature Details


Performance Analytics Now Platform® feature — Complimentary Performance Analytics for
Incident Management is active by default.
• Full Performance Analytics functionality requires a separate subscription.
For more information, see Get licensed Performance Analytics.

Platform security Now Platform feature active by default.

Predictive Intelligence Predictive Intelligence is included in the following packages: ITSM


Professional, CSM Professional, HR Professional, HR Enterprise, ITOM
Standard, ITOM Professional, ITOM Enterprise, ITAM Professional, and
Standalone Event Management. When you subscribe to any of these
packages, you can activate Predictive Intelligence on your production
instance.

Problem Management Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Problem Management plugin.

Project Portfolio You can activate the Project Portfolio Management


Management (com.snc.financial_planning_pmo) plugin if you have the admin role.
The Innovation Management plugin (com.snc.innovation_management)
is new in New York and is active by default with activation of the Project
Portfolio Suite with Financials plugin.
To integrate Investment Funding with PPM, you can activate the Investment
Funding for PPM plugin (com.snc.investment_planning_pmo).

Project Status The Project Status mobile application runs on the ServiceNow® mobile
platform. To enable the Project Status app, activate the PPM Mobile plugin
(com.sn_ppm_mobile) if you have the admin role.

Remote Tables If you have the admin role, you can activate the Remote Tables plugin
(com.glide.script.vtable). This plugin includes demo data and activates
related plugins if they are not already active.

Reporting Now Platform® feature active by default.

Scaled Agile Framework ServiceNow provides plugins that support two different configurations of
(SAFe) SAFe: Essential SAFe and Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin
(com.snc.sdlc.safe) if you have the admin role. This plugin provides the
features of Essential SAFe only.
• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin
(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin
provides the features of both Essential SAFe and Portfolio SAFe.

Search administration Now Platform features active by default.

Security Incident Activate the Security Incident Response Dependencies plugin


Response (com.snc.si_dep). Download and install Security Incident Response from
the ServiceNow Store. Use Setup Assistant to configure Security Incident
Response based on the needs of your organization. The Security Incident
Response application is available as a separate subscription.

Service Catalog Active by default.

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Application or feature Details


Service Level Active by default.
Management
Service Mapping Service Mapping is available under the ITOM Visibility subscription and
requires activation by ServiceNow personnel.
The following plugins are activated automatically when the Service
Mapping plugin (com.snc.service-mapping) is activated:
• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping
(com.snc.service-mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-
watch)

Note: The Event Management and Service Mapping Core


(com.snc.service-watch) plugin is different from the Event
Management plugin (com.glideapp.itom.snac).

Service Owner The Service Owner Workspace plugin (com.spm_owner_workspace) is


Workspace available as a separate subscription.

Note: Activation of the Performance Analytics – Premium plugin


(com.snc.pa.premium) is required before you can activate Service
Owner Workspace. Your Service Owner Workspace subscription
includes activation of Performance Analytics – Premium.

The following plugins provide Service Owner Workspace feature


functionality:
• Service Portfolio Management Premium plugin (com.snc.spm) is
automatically activated with Service Owner Workspace. It collects
service offering metrics and permits roll-up calculations to parent
services and taxonomy nodes for performance scores and other metrics
viewed via Service Owner Workspace.
• Financial Management for SPM plugin
(com.snc.financial_management_for_spm). Enables integration
between Financial Management and Service Portfolio Management
providing preconfigured cost models. This plugin is optional.

Service Portal Service Portal is active by default on new instances. For upgraded
instances, activate the Service Portal for Enterprise Service Management
plugin (com.glide.service-portal.esm) if you have the admin role.
Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see
Content Management and Service Portal.

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Application or feature Details


Service Portfolio Service Portfolio Management Core is active by default for ITSM SKUs
Management and adds the Service Offering table [service_offering] to Configuration
Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you
have the admin role:
• The Service Portfolio Management - Foundation plugin
(com.snc.service_portfolio) provides base-system functionality for
Service Portfolio Management. It enables your organization to
document portfolios, taxonomies, services, and service offerings using a
standardized, structured format. This plugin includes demo data.
• The SPM Taxonomy Content Pack plugin (com.snc.spm.content)
provides a sample Service Portfolio Management taxonomy for faster
implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin
(com.snc.service_portfolio.sla) adds SLA commitment support to
Service Portfolio Management. This plugin includes demo data.

Skills Management The Skills Management application is activated when you enable the Skills
Management (com.snc.skills_management) plugin.

Software Asset The Software Asset Management Professional (com.snc.samp) plugin


Management requires a separate subscription and must be activated by ServiceNow
personnel. This plugin includes demo data. Depending on your
environment, you may choose to request one or more related plugins
which also must be activated by ServiceNow personnel. See Request
Software Asset Management.
The Activate All Software Asset Management Professional plugin
(com.sn_samp_master) loads the following plugins in one step:
• Software Asset Management Professional(com.snc.samp) plugin
• SaaS License Management (com.sn_sam_saas) and SaaS License
Management Integrations (com.sn_sam_saas_int) plugin
• All publisher pack add-on plugins

For the Software Asset Management plugin


(com.snc.software_asset_management) and Software Asset Management
Foundation plugin (com.snc.sams) features of Software Asset
Management, see ITSM Software Asset Management.

Subscription Now Platform® feature active by default.


Management
System Clone Now Platform feature active by default.

Task Communications Activate the Notify plugin (com.snc.notify).


Management
Time Card You can activate the Time Card Management plugin (com.snc.time_card)
if you have the admin role.
The Time Card Management plugin is activated when you
activate the Project Portfolio Suite with Financials plugin
(com.snc.financial_planning_pmo).

Time Configuration Now Platform feature active by default.

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Application or feature Details


Vendor Manager Vendor Manager Workspace is available as a separate subscription.
Workspace Activating the Vendor Manager Workspace plugin (com.snc.vlm.vmw)
enables you to access, configure, and use the workspace for vendor
management and monitoring.

Virtual Agent Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate
the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the
admin role. This plugin automatically activates other necessary plugins if
they are not already active. You can activate this plugin only if you have a
subscription to Virtual Agent.

Visual Task Boards Now Platform® feature is active by default.

Vulnerability Response Activate the Vulnerability Response Dependencies plugin


(com.snc.vul_dep). Download and install Vulnerability Response from the
ServiceNow Store and configure this application based on the needs of
your organization using Setup Assistant. This application is available as a
separate subscription.

Web services Now Platform feature active by default.

Additional requirements for all New York features and products


Cumulative release notes summary on additional requirements for New York features and
products.

Additional requirements

To use certain products, specific setups or third-party requirements are required.


Application or feature Details
Delegated • Enable the system properties to display the update set deployment
development and permissions. See Display or hide update set deployment permissions.
deployment

Browser requirements for all New York features and products


Cumulative release notes summary on browser requirements for New York features and products.

Browser requirements

Several products have specific browser requirements. Review this information to ensure you are
using the correct browsers and browser versions.
Application or feature Details
API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.

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Application or feature Details


Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.

Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.

Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.

Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.

Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.

Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.

Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.

Accessibility information for all New York features and products


Cumulative release notes summary on accessibility information for New York features and
products.

Accessibility information

Some products have specific accessibility information or exceptions.


Application or feature Details
Communities Communities conforms to WCAG-AA, starting with the New York release.

Customer Service Customer Service Management conforms to WCAG-AA, starting with the
Management New York release.

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Application or feature Details


Dashboards Accessibility has been improved in the following areas:
• The Dashboard overview page search box focus is more visible.
• Edit widget, invite new users, and export to PDF functionality accessible
at 200% zoom.
• Insufficient color contrast fixed throughout dashboards, including
messages, search boxes, widget icons, and sharing panel.

Discovery The following accessibility improvements were made in the Discovery-


related sections of the Information Technology Operations Management
(ITOM) Guided Setup:

Instance Data Instance Data Replication conforms to WCAG.


Replication
Knowledge Knowledge Management conforms to WCAG-AA starting with the New
Management York release.

MID Server The following accessibility improvements were made to MID Server Guided
Setup.
• Improved screen reader accessibility:
• Alternative text to images
• Labels to form elements
• Descriptions of all text boxes
• Error messages

• Improved tab focus: Tab focus only goes over enabled items.

Natural Language All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and
Understanding screen reader support. Accessibility details for NLU utterances and entity
annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words
in the utterance. Pressing the Space or Enter key on a word opens the
picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item
in the left panel of the picker.
• For the first listed entity in the picker, the Right arrow selects the first item
in the next panel to the right.
• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to
the first item in the next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word
and extends the selection range with the Shift + arrow keys.

Performance Analytics Accessibility has been improved in the following areas:


• Color contrast increased on multiple UI elements in widgets and the
Analytics Hub.
• Zoom size on Analytics Hub.
• Screen reader support improved.
• Analytics Hub popup buttons can be closed using esc.
• Hover and focus improved.

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Application or feature Details


Reporting These accessibility items are improved in this release:
• The Reports list home page search box focus is more visible.
• In Report structure, default state icon buttons Add redirect URL and
Close report structure have higher contrast when accessibility is
enabled or disabled.
• When creating reports, contrast is improved on the default message
shown in the Data tab.
• Information panel in the Report Designer is scrollable when zoomed in
200%.

Service Mapping Service Mapping supports Web Content Accessibility Guidelines (WCAG)
2.0 level AA for all tasks performed on service maps in the View and Edit
modes. User interface elements have enhancements that make them
accessible to screen readers.

Service Owner Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both
Workspace users and administrators.

Service Portfolio Conforms to WCAG-AA for both users and administrators.


Management

Product localization information in New York


Cumulative release notes summary on new New York features and products.

Localization information

Some products may have specific localization requirements or behavior in New York.
Application or feature Details
Natural Language Natural Language Understanding is only available in the English language.
Understanding
Predictive Intelligence You can specify international languages for processing in both
classification and similarity solution definition forms. All languages you
choose in these forms are applied and persist during solution training and
prediction.

Available versions (New York)


The New York family includes Enterprise patches and hot fixes, as well as releases for Password
Reset, ODBC, and Mobile.

Important: For more information about how to upgrade an instance, see Upgrade to New
York.

For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.

Note: This version is under FedRAMP evaluation.

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ServiceNow New York New York release notes

Q3 2019 Patching Program Targets

Targets are subject to change prior to patching. Target versions change only if absolutely
necessary.

Releases Patch target option Release notes


London London Patch 8 Hot Fix 2 London
Madrid Madrid Patch 4 Madrid

Available versions

Release version Release type Released on Availability

New York security and notable fixes Feature 2019/07/25 Available to


Early Availability
All other New York fixes customers

• Available to Early Availability customers: Early Availability is a ServiceNow program that allows
a select group of customers and partners to upgrade to a new release before market launch,
when it then becomes generally available. For more information, see the New York Early
Availability - Customer FAQ [KB0635446] article in the HI Knowledge Base.

MetricBase releases

For the latest MetricBase on-premise release notes, refer to KB0748185.

Mobile versions

For the latest iOS and Android mobile application release notes, refer to KB0598602.

ODBC Driver releases

For available ODBC release notes that are not yet listed below, refer to KB0540707.
The ODBC Driver patch release notes contain problem fixes for supported and legacy ODBC
Driver patch versions.

Password Reset Windows Application releases

For the latest Password Reset Windows Application release notes, refer to KB0598975.

New York security and notable fixes


The New York release contains important problem fixes.

New York was released on July 25, 2019.


Build date: 07-16-2019_1636

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ServiceNow New York New York release notes

Build tag: glide-newyork-06-26-2019__patch0-hotfix2-07-10-2019

Important: For more information about how to upgrade an instance, see Upgrade to New
York.

For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.

Note: This version is under FedRAMP evaluation.

Security-related fixes

New York includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now Platform®. We recommend that customers upgrade to this release for
the most secure and up-to-date features. For more details on security problems fixed in New York,
refer to KB0754195.

Important fixes in New York

The following problems and their fixes are ordered by potential impact to customers, starting with
the most significant fixes.

Problem Short Description Steps to reproduce


description

Instance The clone After a clone, Safenet


Automation reEncryption is unable to re-encrypt
operation fails when the table is
PRB1290818 sys_encryption_context,
the column is
encryption_key, and
the name is 'Encrypted
Export Attachment'
because the field has a
read-only sys_policy.

List v2 In List v2, On related lists in List v2, 1. Log in to a base system where this
related list and if User A personalizes issue is occurring.
PRB570571 embedded list the related list, User B
personalizations can see the change. 2. Add the same set of roles to two
KB0522575
are not working, However, if User B tries to different users.
and the related reset to default, it does For more information, see the product
list layout is not allow this. In addition, documentation topic Assign a role to a
cached against forms and related lists are user.
the user role cached per the user role.
instead of the When User A personalizes 3. As User A, configure the list layout.
individual user the related list on a form, For more information, see the product
all other users with the documentation topic Configure the list
User A role can see the layout.
personalized form.
4. As User B, navigate to the same list.

Notice that the list layout is personalized by


User A. Also notice that Reset to Column
Defaults only appears when that user has
already personalized the list.

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Problem Short Description Steps to reproduce


description

Import / The features Refer to the listed Known Error KB article for
Export 'Test details.
connection'
PRB1331240 and 'Browse' in
KB0743756 LDAP can time
out, and the
LDAP monitor
may show the
connection
status as 'Not
Connected'

Email The scripted Performing scripted 1. Define an Email Client Template with
evaluation of evaluation of the To, Cc, the following values:
PRB1321771 the To, Cc, Bcc, Bcc, From, and Reply
• Table: incident
KB0722879 From, and Reply to values in the email
to values in the client template or email • Any one of To, Cc, Bcc, Reply to,
email client client does not execute From (London and Kingston) fields:
template does correctly. In some
not work cases, it displays 'Invalid javascript: (function()
function definition'. {
return
'test.user@example.com';
}());

2. Open the Email Client from an active


incident.
An error message 'Invalid function
definition' is displayed.
3. Alternately, add the following script to
the To, Cc, Bcc, Reply to, From fields:

javascript:
gs.getProperty('glide.email.username'

Notice that no values are populated.

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Problem Short Description Steps to reproduce


description

Transaction Tomcat counter Some of the symptoms


and does not on an affected node:
Session decrement
• Requests are not
Management properly,
processed, causing
causing the
PRB1319553 node not the UI unusable.
reachable or UI • Many exception
unusable messages in the
logs, such as EOF,
IOConnectionTimeout,
CloseChannelException,
or Broken Pipe.
• Perform a heap
dump and inspect
the LimitLatch object
to see the count
value. If it's 10,000, the
issue is occurring.
• Inspect the
xmlstatsduration
on BigData. If the
value is high for a
long time and the
histogram looks like
a solid rectangular
block, it represents a
high response time.
• A large number
of requests and
response objects hold
the majority of heap
memory.

Service Assigning the Refer to the listed Known Error KB article for
Catalog variable to details.
null causes
PRB1335246 java.lang.
KB0748703 NullPointerException
and can result
in variables not
displayed on
lists/reports

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Problem Short Description Steps to reproduce


description

Reporting Accessing a Accessing the results 1. Navigate to Reports > View/Run >
public report of a public report from Create a Report.
PRB1204046 of the type the type 'List' causes
2. Create a report from the incident
KB0656974 'List' deletes the default record from
the default the sys_ui_list table to table with the type 'List'.
record of the be deleted. Any list 3. Click Save.
report table layout configured by
from sys_ui_list, the administrator is lost. 4. Click the drop-down next to Save to
causing the In addition, a record is click Publish and Copy Public URL.
default list for a created by the guest 5. Open an incognito window to make
table to revert user on the sys_ui_list sure there are no active sessions in the
to its system- table with an empty system.
generated 'View' field.
version 6. View the URL copied in Step 4 and
close the browser.
7. Refresh the list from Step 3.

The task list is no longer there.

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Problem Short Description Steps to reproduce


description

Knowledge Non-admin The issue is identified 1. Verify if the instance has any ACLs that
Management users are unable when migrating from satisfy the following filter condition:
to see some Knowledge v2 to v3. It
PRB1323922 knowledge can cause permission a. Navigate to https://
<instance_name>/
KB0724514 fields or unable issues for non-admin
to make some users on some of the sys_security_acl_list.do (or Access
changes in the kb_knowledge fields control list from Navigator menu)
knowledge depending on the b. Add the following filter condition
article after field level ACLs on for the list view:
migrating to kb_knowledge. Here are
Knowledge V3 two symptoms: • Name "starts with" "kb_"
• Description "contains" "ACL
• Non-admin users has been created by the
are unable to see Knowledge Management V3"
some fields in the
• Advanced "is" "true"
knowledge list or
form. • If any record exists, verify if
any ACL contains script in the
• Non-admin users
following pattern:
are unable to make
changes to the • new
knowledge record. KBKnowledge().canRead/
canWrite/canCreate/
canDelete (without answer
=)

2. If any record exists, the instance may


be impacted by this issue.
3. This issue's symptoms are:
• Log in as "non-admin" user
with contribute access to any
knowledge base
• Navigate to kb_knowledge_list.do
• Verify if any column like short
description, number shows blank
values
• OR

• Try to update the kb_knowledge


record
• Refresh the page.

The recently updated changes are not


persisting.

Platform When users Users experience Refer to the listed Known Error KB article for
Performancehave a large slowness after logging in details.
number of open when they have a large
PRB1274858 chats, they number of open chats.
KB0717049 experience This may vary from 5 to
slowness after 10 seconds of delay to 1
logging in or 2 minutes depending
on the number of chat
records.

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Problem Short Description Steps to reproduce


description

Service Slow 'discovery. The processing Refer to the listed Known Error KB article for
Mapping device.complete' of Discovery's details.
event 'discovery.device.
PRB1319185 processing, due complete' events is slow
KB0720648 to checkSwitch for certain devices. This
function in can cause a general
VMLayer2ConnectionStrategy
instance performance
issue if they cause a
hold-up or slowdown of
event processing.

Event The alert query The alert rate has been


Management job is causing increased to reach 15
out of memory alerts per minute.
PRB1328549 errors and is
stuck on high
rate of alerts
and big CMDB
topologies

Lists Warnings in 1. Log in to an instance as the


instance logs: administrator.
PRB1282493 'org.mozilla.javascript.Ecma
2. Navigate to logs.
KB0721365 Error: "i" is not
defined'
The repeated log messages are seen:
'org.mozilla.javascript.EcmaError: "i"
is not defined. Caused by error in
sys_ui_context_menu.5333d89053301300
edf6296906dc3483 at line 10.'

Upgrade Navigator The navigator is blank Refer to the listed Known Error KB article for
Engine missing due to after upgrading from details.
Issues upgrade an instance where the
Templated Snippets
PRB1333005 plugin is active.
KB0749551

Knowledge The kb_search 1. Navigate to Service Portal.


Management page does not
load 2. Try to access the knowledge search
PRB1325588 page URL: /sp?id=kb_search.
KB0725784 Notice that the page does not display.
The widget keeps loading indefinitely.
3. Hold down the Ctrl key and right-click
the page.
4. Select Widget Options Schema.
5. Close the pop-up window.

Notice that the page is displayed.

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Problem Short Description Steps to reproduce


description

MID Server Discovery Shazzam Probe gets Refer to the listed Known Error KB article for
Schedules end stuck on HTTPS scanner, details.
PRB1320230 up 'Canceled' blocking all other worker
KB0720860 because all MID standard threads.
Server threads
are blocked by
Shazzam and
DNS probes,
due to HTTPS
port probes
getting stuck

Workflow Workflows are Workflows are not


not triggered triggered intermittently
PRB1329089 on the records on the records such as
after the REQ, RITM, and CHG
upgrade after the upgrade.

Service Unable to Refer to the listed Known Error KB article for


Catalog update catalog details.
tasks if the
PRB1325867 'Email' or 'URL'
KB0728538 type variables
are present in
the variable
editor

Service Service Portal When users have a 1. Create a catalog item (optional).
Portal only accepts different date format
the 'yyyy- other than 'yyyy-MM-dd', 2. Create a variable in it as the type of
PRB1332227 MM-dd' date any UI policy for past and date with the name start_date.
KB0747365 format and the future date validations 3. Create a UI policy with the following
'HH:mm:ss' time fails in Service Portal. condition:
format to trigger
the UI policy When to run : [start_date]
[before] [today]
Run Script : True
Execute If true:
function onCondition() {
alert('true case: before
today');
}

4. Set the date format of the logged in


user to YYYY-MM-DD.
5. Navigate to Service Portal, and set
some date prior to today.
Notice that the alert appears.
6. Set the date format to DD/MM/YYYY.
7. Navigate to Service Portal, and set
some date prior to today.

Expected behavior: The alert should


appear.
Actual behavior: The alert does not
appear.

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Problem Short Description Steps to reproduce


description

SkyNow An error When users access Refer to the listed Known Error KB article for
Mobile - occurs on the the activity stream on details.
Backend ServiceNow the ServiceNow Agent
Agent mobile mobile app, an error
PRB1332524 app when users occurs if there are 'Sent/
KB0744545 access the Received Emails' entries.
activity stream

Forms and When users Attachments in Microsoft 1. Open a pre-Madrid instance using the
Fields download an Edge (found on 42.171) MS Edge browser (Windows 10).
attachment are downloaded as
PRB1281582 using Microsoft sys_attachment.do 2. Navigate to an incident form.
KB0714660 Edge, the instead of their correct 3. Upload a properly named file as an
message at names and extensions. attachment.
the bottom Once the file is
of the page downloaded, it is saved 4. Attempt to download the file.
calls the file as 'sys_attachment.do'. Notice that regardless of the attached
'sys_attachment' Due to this, the file file name, the prompt at the bottom of
instead of its cannot be opened in the the page shows 'What do you want to
actual filename system, and the name do with 'sys_attachment.png''.
and the extension have
to be changed manually 5. Navigate to any record that has an
to access them. attachment.
6. Download the attachment.
You will get a pop-up window to save
the document 'sys_attachment.do'.
7. Navigate to the folder where the
attachment is saved.

Notice that the file is saved as


'sys_attachment.do' instead of the
correct file name and extension. The file
cannot be accessed because the system
identifies the extension as *.do, which is not
recognized.

Email SLAs are not The task_sla is not Refer to the listed Known Error KB article for
attached attached when a task is details.
PRB1329356 automatically created from an inbound
KB0744354 when an email action even though the
comes in and a start condition matched
ticket is created the SLA definition. It only
gets attached when an
update is made on the
task.

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Problem Short Description Steps to reproduce


description

Service The reference This issue is occurring 1. Log in to a Madrid instance.


Portal search is not intermittently.
loading in 2. Update the reference qualifier of the
PRB1321470 Service Portal parent field in the alm_asset table to
simple.
KB0744537
3. Open any record of the alm_hardware
table in the Service Portal view.
4. Click the parent field and type Apple
MacBook.

Notice that the following message displays:


'Searching.…'.

Service The date The date picker doesn't Refer to the listed Known Error KB article for
Portal picker for the close even after details.
glide_date choosing a date and
PRB1318204 field does not users have to click
KB0725005 automatically outside for the date
close when picker to close.
selecting a date

Forms and The 'Personalize Users cannot close the Refer to the listed Known Error KB article for
Fields Form' and 'More 'Personalize Form' and details.
options' pop-up 'More options' pop-up
PRB1318042 lists cannot be lists by clicking the icons
KB0744640 closed again or clicking outside
the lists.

Lists Non-admin When users personalize a Refer to the listed Known Error KB article for
users can list, if they click OK before details.
PRB1326698 create global the list selections load
KB0726464 lists with the and the value '--' is the
available only value present on the
fields in the right, a new global list will
alphabetical be created and is visible
order when for all users.
personalizing
the list layout

Event The event


Processing claiming is slow
when trying to
PRB1239891 support claims
on multiple
queues at the
same time

Templates In a template, If the glide list field uses a Refer to the listed Known Error KB article for
setting a glide choice list and does not details.
PRB1114486 list type field reference a table, users
KB0696752 with choice cannot select any value
values results in the template. It shows
in a 'not found' the standard reference
pop-up with list modal with a broken
a null URL URL.
(null_list.do)

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Problem Short Description Steps to reproduce


description

Service If the duration


Level of an SLA
Agreement definition
is greater
(SLA) than 115 days
PRB1327989 17:46:39 hours
(equivalent to
9,999,999,999
ms), any
workflow SLA
percentage
timer activities
will finish almost
immediately

Service Issues with


Portal Service Portal
Designer and
PRB1322786 invalid portal
CSS variables

Lists The system Refer to the listed Known Error KB article for
generates details.
PRB1322353 'loadRow failure'
KB0726343 warnings when
users execute
certain lists
for the first
time after the
upgrade

Service The following Refer to the listed Known Error KB article for
Portal error occurs details.
when opening
PRB1250935 a non-form
KB0749086 Service Portal
page: 'Unable
to submit form,
g_form is not
defined. A valid
form must be
open before
setting values'

Event During the Refer to the listed Known Error KB article for
Management upgrade from details.
Kingston to
PRB1258563 London, if
KB0714146 the Event
Management
plugin is
activated, there
can be skipped
errors related to
sys_hub_action_type_definition
files

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Problem Short Description Steps to reproduce


description

Application The banner 1. Navigate to 'Basic Configuration UI16'.


Navigator image cannot
be changed in 2. Define a new image for 'Banner image
& Banner
Madrid for UI16'.
Frame
3. Save.
PRB1328367
4. Refresh the page.
KB0727700
Notice that the default logo is still
showing.
5. Navigate to 'Basic Configuration UI16'
again.

Notice the banner displays. However, the


banner comes back when the page is
refreshed.

Service Variable with No values are displayed 1. Create a reference type catalog
Catalog a tree picker for a Reference variable.
attribute doesn't catalog variable
PRB1321520 show any results when the variable a. Choose the reference as
'Category [sc_category]'.
KB0723666 if a reference has 'tree_picker=true'
qualifier is attribute. b. Reference Qualifier: Simple
applied
c. Reference Qualifier Condition:
'Active' 'is' 'True'.

2. Set the variable attribute


'tree_picker=true'.
3. Submit the variable.
4. Click Try It for the catalog item.
5. Click the magnifying icon for the
variable.

The pop-up does not show any results.

Forms and The correct After the sys_popup 1. Navigate to the incident_list record.
Fields sys_popup view configuration, the
view is not customized sys_popup 2. Configure the sys_popup view for
PRB1326749 displayed for view is not displayed sys_user.
KB0749057 the reference when users click the 3. Navigate to any existing incident (the
fields after the reference fields icon to default view) and click the Assigned To
configuration preview the record. It reference icon.
only works when the form
is in the default view. The sys_popup view of the sys_user
view appears.
4. Change the incident to the Major
Incidents view and click the Assigned
To reference icon.

Expected behavior: The sys_popup view


should appear.
Actual behavior: The sys_popup view is
showing only for the default view of the
form.

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Problem Short Description Steps to reproduce


description

Change The Conflict When the 1. Make sure the Change


Management Calendar UI system property Request Calendar
Conflict action does not 'glide.sys.date_format' [com.snc.change_request_calendar]
Detector work if glide.sys. is not set to the default plugin is active.
date_format is 'yyyy-MM-dd', after users
PRB1333589 not set to the click Conflict Calendar 2. Change the system property
glide.sys.date_format from the default
KB0745577 default 'yyyy- on a change_request
MM-dd' record, the Conflict 'yyyy-MM-dd' to 'dd/MM/yyyy'.
Calendar page opens 3. Open a CHG record with CI and
but no information is populate the start date and end date.
displayed.
4. Click Conflict Calendar.

Notice that the Conflict Calendar page


opens but never loads. Also, instead of the
current date being displayed at the top as
'Wednesday, 27 March 2019', the following is
displayed: 'undefined, Nan undefined Nan'.

Forms and Images cannot The Insert/Modify dialog 1. Create/open a KB article.


Fields be replaced, is used by TinyMCE
previewed, and wiki text fields. The 2. In TinyMCE, click the 'Insert/edit image'
PRB830143 resized, or dialog does not replace, icon.
KB0743844 updated preview, resize, or 3. For the Type field, select 'Image
properly update images properly; Library'.
and console errors
are generated when 4. Select an image from the library, and
updating an existing attach.
image from TinyMCE. 5. Return to the record, and select the
image you just added via Image
Library.
6. Click the 'Insert/edit image' icon.
Notice that the preview of the image is
not shown, and the size is editable but
the Save button is grayed out.
7. Select a new image using the
magnifying glass icon.

Notice that the preview updates but the


size is incorrect. The following error appears:
'Uncaught TypeError: Cannot set property
'value' of null'.

Persistence DBNamesCheckerWhen tables are


cache flush dropped as part of a
PRB1323070 causing maintenance operation
transient and the sys_dictionary
performance and sys_db_object tables
degradation/ records are altered, this
semaphore results in a cache flush
exhaustion of the DBNamesChecker
when multiple cache which then
sys_dictionary causes slow queries
records are and performance
updated/ degradation as it is
deleted rebuilt by all the nodes.

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Problem Short Description Steps to reproduce


description

Lists 'Omit new Refer to the listed Known Error KB article for
condition' does details.
PRB944753 not work
KB0696749

Persistence String fields Emojis are supported Refer to the listed Known Error KB article for
are truncated by the String (Full UTF-8) details.
PRB1289739 when an emoji type. If an emoji is used
KB0696765 is inserted in the regular String type,
the string is truncated.

Email Quick messages Quick messages do not 1. Create a table in a quick message
do not render render accurately in the that has two rows and one column.
PRB1327655 accurately in email client template.
2. In the first row, type Thank you for
KB0746840 the email client The <div> tags are
template inserted around the new replying to this email. in
line characters. one line and We will get back
to you soon enough. in another
line.
3. In the second row, type Regards, in
one line followed by the name of the
agent in another line.
4. Open an existing case record or
create a case.
5. Click the Email button in the upper
right tab of the case form.
6. Select the quick message you just
created.

Notice that the rendering is incorrect as


the <div> tags are incorrectly added in the
email.

Change Incorrect When all the risk


Management message conditions are inactive
Risk shows up on and a risk assessment is
Assessment the Change taken, the message 'No
Request form matching Risk Conditions
PRB1334026 - Risk and Impact
unchanged' shows up on
the form. However, the
message should not pop
up because users are not
using the risk conditions.

Discovery The Discovery The 'discovery_device 1. Have a network switch or other CI with
schedule _history' records are multiple IP addresses on one device.
PRB1319717 cannot progress deleted for devices with
2. Include the network switch in a
KB0722882 if it encounters multiple IPs. As a result,
a device with the Discovery schedule Discovery schedule.
multiple IP fails to complete during 3. Run the Discovery schedule.
addresses the execution.

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Problem Short Description Steps to reproduce


description

Forms and Unable to 1. Open any catalog item, for example,


Fields update or 'Apple iPad 3'.
delete the
PRB1316118 icon/picture 2. Upload a new image for the item icon
or picture.
KB0721945 after copying a
catalog item 3. Save the catalog item.
4. Click the Copy button on the catalog
item form.

Notice that the picture for the newly


copied item is not editable. The
attachment record associated with the
new catalog item does not have the
correctly linked sys_id. It still references the
old catalog item.

MID Server The MID Server The batch file for 1. Install a MID Server using the installer,
'start.bat' fails starting a MID Server and start it.
PRB1330396 to check if ('start.bat') attempts to
2. Edit the agent/conf/wrapper-
KB0743123 a Windows create a new service
Service already for the service name override.conf file to change the value
exists for the given in the wrapper- of the wrapper.name parameter
installation override.conf file, if it (perhaps to the default 'snc_mid'
folder before doesn't already exist. Windows Service name).
creating It does not first check 3. Run start.bat.
another service if there is already an
existing Windows Service
with a different service Notice that now you have two Windows
name for the same Services with the same display name and
installation agent folder. both running for the same MID Server
installation folder.

Change The risk is not When the Change If you are using the original Change
Management evaluated Management - Risk Management - Risk Assessment [Legacy]
Risk for Change Assessment plugin is plugin (com.snc.change.risk_assessment):
Assessment Management - activated and there are
Risk Assessment no active risk conditions, 1. Set all risk conditions to be inactive.
PRB1331270 when there are the risk is not evaluated. 2. Create a change request with the
KB0743775 no active risk The following message category Hardware and the risk set to
conditions appears: 'No matching High.
Risk Conditions - Risk and
Impact unchanged'. 3. Fill out the risk assessment and set the
last option for every question.
4. Submit.

If you are using the new Change


Management - Risk Assessment
plugin (com.snc.change_
management.risk_assessment):
1. Deactivate all risk conditions.
2. Navigate to any change request that
matches a risk assessment.

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Problem Short Description Steps to reproduce


description

Change The removal of The Change


Management the demo data Management -
also removes ATF Tests plugin
PRB1331188 the ITIL role (com.snc.change_management.atf)
has a file that includes
the 'itil' sys_user_role
record as the demo
data. Therefore, when a
user requests the removal
of the demo data, the
ITIL role is removed from
the instance.

Discovery The PowerShell Windows Discovery takes Refer to the listed Known Error KB article for
script queries a long time to complete details.
PRB1308592 the registry and has errors such as
KB0744972 slowly when 'PowershellProcessRunner
running was interrupted to
'Windows complete in 600 seconds'
Classify' and in the classification
'Installed phase.
Software'

Application In List v3, 1. Activate List v3.


Navigator dragging a filter
to favorites does 2. Navigate to any list.
& Banner
Frame not work 3. Drag the filter to favorites.
PRB1315340
Notice that nothing happens.
KB0717294

Forms and The UI property The scroll down feature


Fields glide.ui.scroll_to_message_field
is expected to work with
does not the error message. The
PRB691557 work properly glide.ui.scroll_to_message_field
with void property determines
showFieldMsg whether the form scrolls
(input, down to a field when
message, type, an error message is
[scrollForm]) displayed below it.
Journal fields associated
with the activity stream
are a little different
than most other fields
because there can be
multiple fields but only
one displayed at a time,
with a toggle available
to switch between the
different fields. The
property does not work
for these fields.

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Problem Short Description Steps to reproduce


description

Service Labels are not Refer to the listed Known Error KB article for
Catalog: displayed for details.
Service the check box
Portal in Service Portal
Widgets
PRB1312685
KB0715811

Automated Users with the Users with the 1. Activate the Explicit Roles plugin.
Test snc_internal or snc_internal or the
2. Confirm that the user Abel Tuter only
Framework the snc_external snc_external role do
role do not not have access to has the snc_internal role.
PRB1334120 have access to VariableQueryParser and
3. Create an ATF test.
KB0748489 VariableQueryParser
ATFQueryParseAjax script
and ATFQuery includes, preventing the 4. Add the following test steps:
ParseAjax script 'Set the variable values' a. Impersonate Abel Tutor.
includes test step from working in
ATF. b. Search for a catalog item using
the search term Laptop, and
confirm that the search returns
'Developer Laptop (Map)'.
c. Open the catalog item Developer
Laptop (Mac).
d. Set the variable values as follows:
• Adobe Acrobat: true
• Additional software
requirements: false

5. Run the test and ensure that the


Client Test Runner screenshot mode is
'enable for all steps'.

Expected behavior: On the catalog item


form, Adobe Acrobat is checked and
Eclipse IDE is unchecked.
Actual behavior: On the catalog item form,
Adobe Acrobat is not checked and Eclipse
IDE is checked. The following warning
appears in the logs when executing
the step to set the variable values:
'Security restrictions on script include:
VariableQueryParser'.

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Problem Short Description Steps to reproduce


description

Change CAB When a dot-walked field Refer to the listed Known Error KB article for
Management Workbench is added to the CAB details.
Change Workbench Change
PRB1321374 Request Request form view, the
KB0723621 form does field value does not
not support display correctly in the
dot-walked CAB Workbench. The
fields, which error 'Cannot read .value
causes the of undefined' is displayed
error message in the JavaScript
'Cannot console.
read .value
of undefined
(task[fieldName].value)'

MID Server Windows When the MID Server is Refer to the listed Known Error KB article for
Discovery configured to use WMI, details.
PRB1328998 Probes that
when a Discovery Probe
KB0727945 use Powershell that tries to execute a
Remote Powershell script on the
Execution target, script execution
framework may may be blocked by the
be blocked target's ExecutionPolicy
from executing settings. For short scripts,
Powershell the script does not need
scripts on the to be copied to the
target target and invoked
through Powershell, so
short scripts should be
able to be run without
requiring changes to
ExecutionPolicy on the
target.
Additionally, anti-
viruses may block
the script execution.
The Powershell
command is run with
EncodedCommand to
encode the parameters
with MD5, and that
is seen as potentially
malicious by Anti-Virus
software, including
Crowdstrike. This is in
addition to using the
$admin share and
executing from the Temp
folder, which can also
be considered indicators
of potentially malicious
code. This is a false
positive, but will prevent
that probe from running.

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Other notable New York fixes

Problem Short Description Steps to reproduce


description

Activity The attachment Attaching a KB article 1. Open an existing incident.


Stream of articles is after posting the
not working additional comments is 2. Navigate to the Comments and Work
PRB1317377 properly concatenating the KB Notes tab and add an additional
articles and the previous comment.
KB0750489
additional comments Notice that the additional comment is
posted. added to the notes area.
3. Search for an article and attach the
article to the incident.
Notice that the new update looks like:
[Additional comment added in Step
3> + [knowledge article>.
4. Search for another article and attach
the same.

Notice that the new update looks like:


[Additional comment added in Step 3>
+ [Knowledge article added in Step 4> +
[Knowledge article added in Step 6>. And
this continues in a loop.

Activity The 'Show More' The journal field on Refer to the listed Known Error KB article for
Stream option is not the Visual Task Board is details.
visible in the truncated and does not
PRB1317990 Visual Task display the 'Show More'
KB0745578 Board (VTB) option.
if there is a
numbered list

Activity When an HTML When the property


Stream field containing glide.ui.escape_text is set
a <style> tag is to true, if an HTML field is
PRB1319070 added to the updated with the <style>
activity stream, tag and it is added to
it is applied to the activity stream, the
the entire form style is applied to the
entire form.

Activity A warning
Stream message is
displayed in the
PRB1324741 log table for the
user preference
'glide.ui.sys_user
_group.stream_input'

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Problem Short Description Steps to reproduce


description

Agent Templates do When creating and 1. Impersonate 'System Administrator'.


Workspace not appear using templates on
on Agent Agent Workspace, 2. Open any incident record.
PRB1328336 Workspace they do not appear 3. Create an Agent Workspace form for
KB0745020 unless it is unless the user field on the incident table.
assigned to the the template form is
user filled out. This means 4. Create a template against the
they must be assigned incident table where the User field is
individually. Group and empty.
global templates do not 5. Open Agent Workspace and open an
appear. incident record.
6. Click the Templates tab within the
incident record.

Expected behavior: The newly created


template should appear.
Actual behavior: Group or global
templates do not appear.

Antivirus The Updated 1. Navigate to a record that has


Scanning and Updated attachments.
by fields of
PRB1343109 a record are 2. Check the Updated and Updated by
updated if the fields.
attachments 3. Click view for one of the attachments
in the record in the record.
are viewed or
downloaded 4. Check the Updated and Updated by
fields again.

Expected behavior: The Updated and


Updated by fields should not change.
Actual behavior: The Updated and
Updated by fields are updated to the
current time and current user.

Application Choice Language values are


Installation elements overwritten to 'en' for
Engine always have an the choice field when
English value installing a scoped app
PRB1308189 when installing on a new instance.
a scoped app
on an instance

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Problem Short Description Steps to reproduce


description

ApplicationThe application The application 1. Log in to a Madrid instance.


Navigator navigator fails navigator shows the
to load the loading circle spinning 2. Type sys_app_module.list in the
& Banner
page due to and fails to load the filter navigator and press Enter.
Frame
the malformed page. 3. Open an application module that has
PRB1324918 link type URL
the link type 'URL (from Arguments:)',
KB0725232 for example, 'Problem Properties'.
4. Type a malformed single '%' separator
character into the URL instead of '%20',
for example, between 'Problem' and
'Management'.
5. Navigate to the homepage and
refresh.

Notice that the application navigator goes


into a loop showing the loading circle
spinning and fails to reload the page.

ApplicationIf accessibility 1. As the admin, navigate to System


Navigator is enabled, an Definition > Application Menus.
& Banner icon from the
application 2. Disable all application menus which
Frame
navigator is an ESS user would see.
PRB1328032 visible even
Normally these are the ones with
KB0743969 when a user snc_internal as the role or with no roles.
cannot see
any modules 3. Impersonate as an ESS user and verify
and the filter is that the filter navigator is hidden.
hidden 4. In General Settings, enable
Accessibility.
5. Refresh the homepage.

Expected behavior: You should not see the


'all apps' icon.
Actual behavior: You can see the 'all apps'
icon.

Application The navigator The CMS page is


Navigator appears on observed sporadically
& Banner the left of the with navigator when
Frame login page the user logs in to the
even though backend instead of the
PRB678739 users have not default navpage.do.
logged in to the Sometimes, the login
instance page is observed with
the navigator on the left
even though the user
does not log in to the
instance.

Approvals Users without


any roles
PRB1333336 cannot see the
preview of the
item they try to
approve

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Problem Short Description Steps to reproduce


description

Asset Assets are auto-


Management created for
non-expected
PRB1332050 model
categories after
the upgrade
The AMB Java
Asynchronous Refer to the listed Known Error KB article for
Message Client of the details.
Bus MID Server
sends requests
PRB1325392 to subscribe
KB0726561 with null Glide
sessions
The session
Authentication This issue happens when 1. The environment setup in VM:
timeout the system locale is in
PRB1176938 message is Japanese on the OS a. Log in to the ServiceNow
garbled when level. corporate VM.
the language of b. Navigate to Control Panel >
the message is Clock, Language, and Region >
set to Japanese Region and Language.
The format is set to English (United
States), and the location is set to
United States.
c. In the Administrative tab, click
Change system locale.
d. Choose Japanese (Japan) as the
current system locale.

2. The instance setup and the steps to


reproduce:
a. Log in to the instance, and
uncheck the 'Remember the
password' box.
b. Install the plugin i18Njapanese.
c. Navigate to sys_property.list,
then navigate to
glide.ui.session_timeout.
d. Set the value to one minute and
save.
e. Navigate to sys_user, and search
'guest'.
f. Change the language to
Japanese.
This will show the session time out
message in Japanese.
g. Wait for one minute.

Notice that the session time out message is


garbled.

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Problem Short Description Steps to reproduce


description
Collision
Authentication
- SSO detection errors
appear when
PRB1314824 activating the
Integration -
Multiple Provider
Single Sign-On
Installer plugin

Automated ATF tests The wait mechanism gets Refer to the listed Known Error KB article for
Test run slowly stuck and the test fails details.
Framework taking several due to the timeout.
minutes, and
PRB1320878 the message
KB0743737 'Waiting up to
60 seconds for
page to be
calm' displays
while processing

Change When the


Management change request
Conflict conflict status
Detector is 'No conflict',
any other
PRB1348094 infoMessages/
ErrorMessages
will be cleared
on form load

Change The Change The Change Schedules


Management Schedules landing page keeps
landing page loading without
PRB1325875 keeps loading any response.
without any NullPointerException
response errors are also generated
in the log file if the owner
of one of the change
schedule definitions does
not exist in the sys_user
table.

Change Using the


Management accept/
decline/
PRB1329048 tentative
options to
respond to a
CAB Meeting
invite no longer
updates the
Attendance
field on the
appropriate
attendee
record

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Problem Short Description Steps to reproduce


description

Change The change risk The change risk


Management assessment is assessment is using a
Risk using the actual sum of actual values.
Assessment value instead However, it should use
of the weighted a sum of actual values
PRB1294688 value multiplied by each
question's weight.

Chat If a Connect If a Connect Support 1. Start a new Connect Support


Support conversation that is conversation.
PRB1236689 conversation being transferred is
that is being closed before the 2. Accept the chat and send messages
transferred receiving agent accepts back and forth.
is closed it, the conversation 3. Click the Connect action Transfer and
before the comes back after a select a person in that queue.
receiving agent page refresh even if it is
accepts it, the closed by clicking the X 4. Before the other agent accepts, click
conversation icon. the End Chat button as the end user or
comes back the agent in the $c.do window.
after a refresh 5. As the agent, click X next to the
conversation to remove it from the
conversations list.
6. Refresh the $c.do page.

Expected behavior: The conversation


should be gone since it is closed.
Actual behavior: The conversation comes
back even if it is closed. You need to
set the live_group_member record to
inactive and set 'visible' to false to make
the conversation go away.

Chat In UI15, When users use Connect Refer to the listed Known Error KB article for
Connect Chat Chat in UI15, the details.
PRB1282088 conversations messages between users
KB0714805 do not show do not appear in the
new messages chat window.
or the message
history

Chat When an 1. Initiate a chat from a chat queue by


incident/case impersonating Abel Tuter.
PRB1324734 is raised from a
chat, the chat 2. Impersonate the queue agent from
entries logged another browser and accept the chat.
in the incident 3. Add some comments and then raise
activity are an incident using the 'Create incident'
duplicated action in the chat.
4. Save the incident.

Notice that the activity has duplicated


entries for the chat.

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Problem Short Description Steps to reproduce


description

Chat The Connect 1. Install the plugin Connect Support with


sound the demo data.
PRB1332090 notification for
2. Navigate to sys_properties.list,
KB0748053 users entering a
support queue and search the name
is not working 'glide.connect.support.enter
_queue_audio_alert'.
3. Change the value to true, and save
the record.
4. Navigate to the chat queue.
5. Open the same instance in another
browser or a new incognito window
and impersonate as an agent, for
example, David Loo.
6. Make sure the Connect audio
notification is set up from the system
gear icon.
7. In the user's Connect queue window,
type something for the chat.

Notice that there is no sound notification


on the agent's side when the chat is
opened.

Cloud The server type


Management and the version
Application are not being
passed to the
PRB1317589 MID Server

Cloud When Cloud When Cloud Discovery Refer to the listed Known Error KB article for
Management Discovery runs, runs, the system log table details.
Application error messages is flooded with this error:
appear in the 'Failure occurred while
PRB1321557 system log table scrubbing logs returning
KB0722349 the recieved input.: no
thrown error'.

Cloud MID Server After each Cloud 1. Set up cloud accounts.


Management memory leak Discovery schedule
2. Kick off several discoveries for the
Application due to the runs, the MID Server
accumulated memory accumulates Cloud Schedules.
PRB1322470 Camel Context until MID Server runs 3. After each discovery, take MID
KB0746255 for each call out of memory. Server Heapdump and verify
to the cloud Heapdump shows that the memory usage from the
provider that JmxBeanServer is JmxBeanServer object is increasing.
retaining references to
Camel Contexts/Routes
thus causing the leak.

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Problem Short Description Steps to reproduce


description

Cloud Microsoft has Azure Cloud Billing fails


Management changed with "Response code
Application Azure Billing 426: Method failed: (/
API endpoint rest/<<Enrollment No>>/
PRB1322553 (Response code usage-report) with code:
426: Method 426". This is because
failed: (/rest/ Microsoft has changed
XXXXXX/usage- their Billing API endpoint
report)) and retired the old
endpoint. Refer to this
document for details.

Cloud Catalog Using a large data


Management variables set for the source of
Application that utilize a a Lookup Select Box
Select List type variable can cause
PRB1328679 backed by a the Service Catalog
pool in turn Item form to stop
backed by a working and potentially
table with a cause node-wide low
large number of memory and therefore
records cause severe performance
portal and degradation.
sc_req_item
record form
performance
problems

Cloud Memory 1. Run the 'AWS EC2 - DescribeSnapshots'


Management exhaustion probe/sensor in an environment with a
Application due to the large number of EBS snapshots.
'AWS EC2 -
PRB1329337 DescribeSnapshots' 2. Confirm that the resulting payload is
many MB in size.
KB0744908 discovery sensor

Notice that the corresponding 'ASYNC:


Discovery - Sensors' which runs to process
the payload uses a large amount of heap.

Condition An error occurs The following error occurs


Builder when users when users build a
build a related related condition from
PRB1203858 condition from a TPC extended table
a TPC extended using a reference field
table using a defined on the parent
reference field table: 'Syntax Error or
defined on the Access Rule Violation
parent table detected by database
(Unknown column
'sj0.parent' in 'on clause')'.

Condition When filtering When a created/ Refer to the listed Known Error KB article for
Builder a list on date updated filter is applied details.
fields and string on date fields in a list,
PRB1318504 text columns at if any additional string
KB0723683 the same time, field is added to the
the date filter is filter with the column
removed from search, the original date
the list condition filter is removed and not
builder applied in the search.

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Problem Short Description Steps to reproduce


description
The
Configuration Currently, the Refer to the listed Known Error KB article for
Management identification identification engine uses details.
Database engine should the sys_class_path when
check if an querying for relationships,
(CMDB) instance has the which may cause issues
PRB1321753 sys_class_path if the sys_class_path is
in the CMDB not present in the CMDB
KB0723442 table before table(s). Therefore, the
using it identification engine
should check if an
instance has that field
before using it.

Core Large static If the static content 1. Find a large image attachment.
Platform content can being fetched is large
cause memory and is allowed via 2. Grab the sys_id of the attachment.
PRB1250818 issues glide.servlet. static_ 3. Add the attachment's sys_id in a URL,
KB0749619 content_types, it can and append it with '.iix', or something
trigger out of memory as follows: /<sys_attachment sys_id>.iix.
during scaling.

Core The 'Syntax Filter condition based on 1. Make sure that the List v3 plugin is
Platform Error or Access related list on cmdb_ci active.
Rule Violation returns no results and
PRB1255228 detected by causes an error 'Syntax 2. Navigate to cmdb_ci.LIST.
KB0687020 database' error Error or Access Rule 3. Apply a filter condition with the
occurs when Violation detected by following details in Related List
having a filter database'. Conditions:
condition based
on related list on • Table: Certification Element >
cmdb_ci Configuration Item
• State is Pending

4. Click Run.

Notice that no results are returned and


the following error message appears:
'Syntax Error or Access Rule Violation
detected by database (Unknown column
'sj0.configuration_item' in 'on clause')'.

Core The Document Refer to the listed Known Error KB article for
Platform Viewer plugin is details.
not working
PRB1259193
KB0683250

Core SessionMetricStatsListener
SessionMetricStatsListener
Platform can hold on to can hold on to a large
a large number number of references
PRB1288223 of references if session debugging is
if session enabled and if many
debugging is query, script, transaction
enabled and or other tracked patterns
left running over are captured as part
time of a transaction session
debugging.

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 207
ServiceNow New York New York release notes

Problem Short Description Steps to reproduce


description

Core The Wait for


Platform condition/IF
condition in the
PRB1317176 workflow fails
to work on the
date type

Core The actual class In London, the class field Refer to the listed Known Error KB article for
Platform of a CI appears (sys_class_name) drop- details.
twice in the down for CMDB child
PRB1317902 drop-down of tables shows a duplicate
KB0722899 a CI form from entry for the existing class
London incorrectly.

Core GlideElementSysClassName.setDisplayValue
Platform inefficiently
loads and
PRB1322294 compares
the label
information for
large hierarchies

Core The trigger type The trigger type value Refer to the listed Known Error KB article for
Platform for a scheduled is updated incorrectly details.
job is updated for sys_trigger records,
PRB1325834 incorrectly which leads to repeat
KB0744604 due to a race jobs being either deleted
condition or executed at the
incorrect interval.

© 2019 ServiceNow, Inc. All rights reserved.


ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 208
ServiceNow New York New York release notes

Problem Short Description Steps to reproduce


description

Core Choices display When users configure 1. On a domain enabled instance,


Platform incorrectly in choices in a domain navigate to System Definition > Tables.
the Activities separated environment,
PRB1326424 field on a form the choices display 2. Create a table as follows:
KB0748825 incorrectly in the • Label: Care
Activities field where it • Name: u_care
shows the value or label
• Extends Table: Task
from a different domain.

3. Switch to the 'TOP/MSP' domain.


4. Navigate to System Definition >
Choice Lists, and create a choice as
follows:
• Table: u_care
• Element: state
• Label: New
• Value: 1
• Sequence: 1

5. Create another choice as follows:


• Table: u_c